HM October 2024

Luxuryredefined

IHG Hotels & Resorts is pioneering a new legacy in luxury and lifestyle with design-driven destinations and rich guest experiences.

Foxtel Business iQ is customisable so that you have a bespoke guest engagement and upsell system. You can easily add your hotel logo and images, send personalised or group messages to guests, and add up to 10 channels of your own content.

It’s also simple to display local attractions and promote hotel activities and upsell services with ease, so you can provide a truly world-class experience for your guests.

Best of all, it’s all managed through a self-service portal, so content can be easily refreshed without any operational maintenance by hotel staff.

Our complimentary upgrade for 2024 is coming soon and will transform the user interface and add a host of valuable, easy-to-use new features.

Join us for Australasia’s leading hotel industry awards

Early bird tickets on sale now for our Gala Presentation Dinners

Friday, November 1: Cordis Auckland ( Aotearoa-Pacific winners )

Friday, November 29: ICC Sydney ( Australian winners and all major awards )

AHICE Maldives attracts over 140 global hotel owners and investors for inaugural event.

AHICE Far East Asia debuts in Tokyo amid a seismic shift in Japan’s hotel industry.

Investment in talent, technology and design is taking hotel F&B to the next level.

A new arrival in Auckland’s hotel scene is enabling guests to reconnect with nature.

How hotel bathrooms are being transformed into self-care spas.

Inside The Ascott Limited’s refreshed global loyalty strategy. 64

Development experts unpack the continued demand for boutique hotels. 69

Scott Bear on the powerful mentors in his career journey.

Celebrating star housekeepers in the hotel industry.

HM Q&A

Accommodation

Capstone Founder and MD, Clare Davies, talks market

Marriott International’s APEC Luxury MD, Oriol Montal, on Australia’s lure as a luxury destination.

OCTOBER

James Wilkinson on the launch of AHICE into its seventh market globally.

Ruth

The

IHG

Your

MERITON SUITES

AUSTRALIA’S LARGEST OWNED & OPERATED HOTEL COMPANY

For more than 20 years, Meriton Suites has taken pride in offering a world-class experience that combines warmth and genuine Australian hospitality.

With 23 hotels nationally, our diverse range of exquisite hotels are strategically located to offer an immersive and unique stay for every guest.

Whether guests seek the tranquility of pristine beaches or the vibrancy of city life, Meriton Suites delivers consistency throughout. Our apartmentstyle suites are carefully designed with every detail crafted to make them feel like home. Spacious living areas, fully equipped kitchens and chic furnishings create a welcoming ambiance that goes beyond the traditional hotel stay.

Enjoy the pinnacle of Australian hospitality with Meriton Suites.

AHICE reaches new heights as seventh event globally debuts

It’s been an exciting time for the team here at HM mag as we celebrated the launch of two all-new AHICE events over the past couple of months in the Maldives and Japan, taking us to seven conferences around the world.

Both events saw the full house signs hoisted. It was standing room only at the launch of the AHICE Maldives Hotel Investment Summit in August and the AHICE Far East Asia Hotel Industry Conference and Exhibition in Tokyo in September and both attracted leading investors, owners and operators.

The events had fantastic support with more than 23 companies getting behind each event and in Tokyo that was led by our Principal Partners IHG Hotels and Resorts and Marriott International.

The HM global hot list

Hotels around the world capturing our attention this month.

Marriott International Area Vice President – Japan and Guam, Karl Hudson, said he was thrilled to see AHICE arrive in Japan.

“AHICE has rapidly become the premier forum for operations and investment in the hotel industry, uniting the region’s top hospitality, aviation, travel operators and other stakeholders,” he said.

“Together we will learn, inspire and map the exciting future of the travel landscape in Japan and beyond.”

IHG Hotels and Resorts Managing Director of Japan and Guam, Abhijay Sandilya, described the current landscape as a “once-in-a-lifetime change” and AHICE was launched at the right time.

“This event creates an environment for collaboration and knowledge sharing amongst industry peers and provides another avenue to support the continued development of a growing sustainable and thriving industry.”

The arrival of AHICE in the Maldives was firmly welcomed by the nation’s Minister for Tourism, Ibrahim Faisal, in his opening speech.

“AHICE Maldives is a unique opportunity to for the industry to unite and share insights,” he said. “It allows us to explore the potential for growth in our tourism sector.”

I’m thrilled both new events were a success and we now turn our attention to AHICE Aotearoa in Christchurch on Sep 24-26, which will have a record crowd and number of sponsors and some fantastic speakers.

This issue of HM, you’ll find wrap-ups of the new events in the Maldives (p46) and Japan (p50) and our preview of Aotearoa (p35).

Enjoy the issue and as always, I look forward to your feedback.

Yours in hospitality,

James Wilkinson Editor-In-Chief, HM magazine Group President, AHICE

AHICE Far East Asia drew close to 200 investors, owners, operators and executives

AHICE Maldives Investment in Tourism Summit discussed future market growth

ONE: Naladhu Private Island, Maldives @naladhumaldives

TWO: The Ritz-Carlton, Tokyo @ritzcarltontokyo

THREE: Crowne Plaza Christchurch @crowneplazachristchurch

FOUR: Pan Pacific London @panpacificlondon

The changing face of hotels

It has been a busy time for hotel industry news with a few major leadership changes within recent months.

At IHG Hotels and Resorts, Rajit Sukumaran has taken the reins as Senior Vice President and Managing Director, East Asia and Pacific (EAPAC) in an expanded, new position, overseeing more than 20 countries.

Long-standing Marriott International employee, Jason Nuell, has stepped into the role of Area Vice President – Australia, New Zealand and Pacific (ANZP), succeeding Sean Hunt, who retired in July. And former chief of the Australian Airports Association, James Goodwin, is the new leader of Accommodation Australia. In his first interview since commencing the role, Goodwin shares why he wanted to represent the hotel industry and some of the top items on his agenda as CEO (p26).

That’s one of many important interviews in this issue of HM. We also spoke to Marriott International’s Managing Director of Luxury for the APEC region, Oriol Montal, on Australia’s lure as a luxury destination. And with all eyes on New Zealand for AHICE Aotearoa in September, Clare Davies Founder and Managing Director of Kiwi hotel management group Capstone spoke to HM about market competition and the future of hotels.

Ahead of AHICE Aotearoa, special (p35) we share market outlooks from key leaders at Accor, Ascott, and JLL. You’ll also find an interview with Leisure Accommodation Collective CEO Luke Moran on the group’s hybrid hotel concept.

It’s an exciting time for loyalty, as hotel operators ramp up their offerings. Accor Plus is celebrating 30 years with elevated hotel stays, dining benefits and money-can’t-buy experiences across Asia Pacific (p22). The Ascott Limited is taking a global approach with a refreshed brand promise, Stay Rewarded. The Ascott Limited Chief Commercial Officer, Tan Bee Leng, shares how the group is tapping into demand for experiential travel and sports tourism, including through a major partnership with Chelsea Football Club (p62).

Food and beverage is another big feature of this issue, with investment in talent, technology and design taking culinary experiences to the next level (p52) and wellness is a hot topic once again with bathrooms being transformed into self-care spas (p60).

All that and much more to discover in this edition. I hope you enjoy reading.

Ruth Hogan Editor, HM magazine

The Ascott Limited’s Tan Bee Leng says loyalty is a key driver of growth for the business

QT Singapore aims to bring a new flavour to the local F&B scene

MEET THE HM TEAM…

Managing Director Simon Grover

Publisher James Wells

Editor–In–Chief James Wilkinson jwilkinson@intermedia.com.au

Editor Ruth Hogan rhogan@intermedia.com.au

Group Commercial Manager Tara Ducrou tducrou@intermedia.com.au

Production Manager Jacqui Cooper jacqui@intermedia.com.au

Graphic Designer Ryan Vizcarra

Photography Cover photography by Oneill Photographics.

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NEED TO KNOW

The essential hotel and travel industry news and trends from across the globe. Read more at HotelManagement.com.au

Marriott plants flag in Adelaide

Adelaide’s landmark GPO building is bustling once again as South Australia’s first Marriott hotel opens.

MARRIOTT INTERNATIONAL HAS opened its first Marriott Hotel in Adelaide, marking its 600th property in the Asia Pacific region, excluding China.

The 285-room Adelaide Marriott Hotel is set within the General Post Office (GPO) building –a local landmark that dates back more than 150 years – located on the corner of King William and Franklin Streets in the CBD.

“With the opening of Adelaide Marriott Hotel, we continue to live our legacy of wonderful hospitality and build momentum for the brand’s evolution and appeal,” said Marriott International, Australia, New Zealand and Pacific Area Vice President, Jason Nuell.

“Located in the iconic GPO building, this hotel will become a true flagship property for Marriott Hotels as we continue to

deliver contemporary design and elevated guest experiences.”

Behind the freestone façade of the original postal headquarters, a modern tower rises 14-storeys high. The design narrative, distinctly ‘Adelaide’ in style, honours the history of the GPO and the pioneer and Postmaster General, Sir Charles Todd, as well as the city’s rich history, art and culture.

The Hoxton set for Australian arrival

Neighbourhood hotel brand The Hoxton will launch at a former matchstick factory in Melbourne’s Cremorne.

ENNISMORE’S ‘OPEN-HOUSE HOTEL’ brand The Hoxton is set to make its Australian debut in 2027 with the opening of a hotel in Melbourne’s Cremorne.

A revival of an historic building in the Matchworks Precinct, located at 560 Church Street, The Hoxton in Melbourne is a partnership between Ennismore and designdriven property developer Alfasi Group.

The hotel will feature 198 guest rooms, three food and beverage outlets – an all-day dining destination, café, bar, and signature restaurant – a gym, as well as The Apartment, the brand’s hybrid event spaces centred around a communal pantry.

Rooted in culture and community, each The Hoxton property acts as an extension of

its neighbourhood. At the Cremorne hotel, interiors will take inspiration from the building’s history, creative local community and surroundings.

“We are delighted to bring The Hoxton to Australia for the first time,” said Ennismore Founder and Co-CEO, Sharan Pasricha.

“As free-spirited as it is sophisticated, Melbourne has been in our sights for a long time for The Hoxton, and Cremorne is a perfect fit for the brand.

“Our guests and brand followers have long been asking for a Hoxton in Australia, and we’re thrilled to finally make it happen in a brilliant building steeped in history and started life as a matchstick factory. We look forward to making our guests feel at home while discovering the very best of our new neighbourhood.”

Alfasi Group Managing Director, Gill Dvir, said the history of the building will be honoured in this redevelopment.

“We are committed to preserving the rich history of this site while adapting its historically significant buildings for retail and hospitality uses that the community can enjoy,” Dvir said.

“With its strong focus on community and neighbourhood, The Hoxton perfectly aligns with our vision for this world-class precinct.”

Luxuryredefined

IHG Hotels & Resorts is pioneering a new legacy in luxury and lifestyle with design-driven destinations and rich guest experiences.

IHG Hotels & Resorts is creating a new legacy in luxury. One of the world’s leading hotel companies, IHG’s fast-growing luxury and lifestyle portfolio is now one of the biggest players in the industry and boasts six acclaimed brands that represent almost 20 percent of its global system size and pipeline*.

In recent years, IHG has transformed its luxury & lifestyle portfolio through notable acquisitions of Six Senses, Regent Hotels & Resorts and Kimpton Hotels & Restaurants;

the growth of its iconic InterContinental Hotels & Resorts and Hotel Indigo brands; and the launch of Vignette Collection.

In Australasia and Pacific, IHG continues to experience incredible growth in the luxury and lifestyle segment. From the tropical Pacific islands and bustling Parramatta to trendy Teneriffe, culture-loving Melbourne and the city of sails, Auckland, IHG’s portfolio delivers a rich blend of properties, locations and experiences.

Matt Tripolone, Managing Director –Australasia & Pacific, said: “IHG Hotels & Resorts’ portfolio continues to flourish at pace. With over 30% of our hotel pipeline in luxury and lifestyle we’re cementing our presence in this key growth market and experiencing an incredible transformation that will meet guests’ high expectations while driving returns for owners.” Let’s take a look at what this transformation means for Australasia & Pacific.

“With over 30% of our hotel pipeline in luxury and lifestyle we’re cementing our presence in this key growth market.”

Matt Tripolone, IHG Hotels & Resorts

CUTTING-EDGE AND EXCEPTIONAL

Six Senses joined the IHG family in 2019 and now has 23 hotels open around the world, along with a property pipeline that will nearly triple its current global reach. The brand made its debut in Australasia & Pacific with Six Senses Fiji resort on sublime Malolo Island. And Australia’s first Six Senses property is in the pipeline to open in Victoria’s Dandenong Ranges.

Six Senses Burnham Beeches will be a restored three-storey art deco mansion and estate comprising of 43 rustic-luxe guest accommodations and the brands famous spa. Regent Hotels & Resorts has carved out its own luxury niche by bringing exceptional levels of service, design and innovation to prime global destinations – from the iconic Carlton Cannes, a Regent Hotel rolling out the red carpet for Hollywood stars in the French Riviera to the Regent

IHG Hotels & Resorts leaders (L-R) Matt Tripolone, Managing Director – Australasia & Pacific, Gareth Long, Director of Operations, Luxury & Lifestyle, Lisa Rangitutia, Director of Commercial, Luxury & Lifestyle, and Cameron Burke, Director of Development

Hong Kong providing awe-inspiring stays overlooking Victoria Harbor.

PIONEERING SPIRIT

Over six decades after its launch in Australia, InterContinental Hotels & Resorts remains an iconic symbol of sophistication and worldliness with 14 open properties in Australasia & Pacific. In 2023, the brand underwent an evolution to offer new experiences, a fresh brand culture,

unique brand differentiators and a gamechanging food and beverage and hotel design strategy tailored to both the modern luxury traveller and a wider and younger demographic. One of the first hotels in the world to showcase this evolution was the fantastic InterContinental Auckland when it opened in January 2024. Opening next is InterContinental Parramatta, the first luxury hotel in Greater Western Sydney.

FAST GROWING

In May 2024, IHG announced the signing of Kimpton in Brisbane’s Teneriffe, the second property for Kimpton in Australia, joining the stunning Kimpton Margot Sydney which debuted the brand in the region in 2022. Every Kimpton is an individual brand, anchored in its individual design perspective, to ensure the richest and most immersive brand experience. With more than 70 hotels and 85 restaurants, bars and lounges around the world, Kimpton is the fastest growing relaxed luxury brand globally.

Tourism Australia Managing Director Phillipa Harrison said: “At Tourism Australia our marketing is aimed at high yielding travellers who have a high propensity to travel and importantly love what Australia has to offer so it is always encouraging to see new product and premium hotel stock coming online to ensure we continue to appeal to international travellers.

“Australia has always been considered a premium destination but what sets us apart is we tend to do luxury and premium a little bit differently. What we have to offer really leans into Australia’s unique lifestyle, stunning landscapes, natural environment and of course our exceptional food and wine.”

IHG’s Hotel Indigo brand has been

introducing itself to must-visit destinations around the world at a rapid rate, capturing the spirit of local neighbourhoods everywhere. The ‘World’s Neighborhood Hotel’, is seeing rapid global growth with the brand poised to double its reach in the next three to five years. In Australasia & Pacific, Hotel Indigo has continued to bolster its presence and has two exciting openings on the horizon. Opening in late 2024, Hotel Indigo Auckland will be a captivating blend of past and present that captures the spirit of Auckland. In 2025, as part of the Melbourne Walk development set to revitalise Bourke Street Mall, Hotel Indigo Little Collins will open, weaving rich storytelling throughout the hotel’s modern design and restaurant and bars for guests to experience Melbourne’s rich history and culture.

Australia is one of IHG’s destinations of choice to launch new brands, and it was the first market selected to launch Vignette Collection in 2021 with Hotel X Brisbane Fortitude Valley. As a collection brand, Vignette Collection appeals to owners of world-class independent luxury and lifestyle hotels seeking to quickly benefit from IHG’s powerful technology and revenue systems, operational expertise and loyalty offer, without the need for high upfront costs or compromise on a property’s unique character, style or name.

FUELLING GROWTH

In addition to transforming its luxury and lifestyle brand portfolio, IHG is supporting its ambition to create a new legacy through a combination of dedicated luxury and lifestyle expertise and significant investments in its wider enterprise platform to fuel brand awareness, consideration and loyalty.

Through its strategic realignment of its

Luxury & Lifestyle Australasia & Pacific leadership team, IHG is streamlining key capabilities across operations, brand awareness and commercial. The expert team includes Gareth Long, Director of Operations, Luxury & Lifestyle, Lisa Rangitutia, Director of Commercial, Luxury & Lifestyle, Australasia and Dan Cooper, Director, Luxury & Lifestyle Brands, EAPAC.

With a strong focus on future growth, IHG’s high-performing development team drives the execution of IHG’s portfolio growth strategy. The expert team includes Cameron Burke, Director of Development and Anna Church, Senior Development Manager and they’re accelerating growth by focusing on luxury and lifestyle, targeting high-growth markets, extending IHG’s leadership in mainstream and identifying opportunities to launch newer brands like Garner.

This is just the beginning of IHG’s new legacy in luxury and lifestyle – some exciting new signing announcements are just around the corner and set to redefine the luxury landscape in Australia. n

* As of 30 June 2024.

Hotel Indigo Auckland

Kimpton in Brisbane’s Teneriffe

Hilton signs first Tapestry Collection hotel in Australia

The Motley Hotel Richmond is set to open under Hilton’s Tapestry Collection in Q4.

TAPESTRY COLLECTION BY Hilton is set to make an Australian debut later this year with the signing of The Motley Hotel in Richmond, Melbourne.

Located on Richmond’s historic Bridge Road, the 80-room hotel will operate under a franchise agreement with Amber Property Group.

The Motley Hotel features an eclectic design, rooftop bar and restaurant, and meeting space. It joins a global portfolio of over 135 Tapestry Collection by Hilton hotels.

“This new brand entry will enrich Hilton’s diverse portfolio in Australasia as we bring new brands to new markets across the Asia Pacific,” said Hilton Area Vice President APAC and Head of Australasia, Paul Hutton.

“The addition of the Motley Hotel Richmond, Tapestry Collection by Hilton, reflects Hilton’s commitment to accelerate its lifestyle category growth.”

The hotel is expected to open under its new name in Q4 following a conversion of the property.

“We are witnessing a growing demand for our lifestyle brands across Australasia, as travelers increasingly seek distinctive and locally inspired stays,” said Hilton Director

Development, Australasia, Tushar Raniga.

“The conversion of The Motley Hotel into a Tapestry Collection by Hilton property will undoubtedly meet the expectations of guests looking for truly authentic and unique travel experiences when visiting Melbourne.”

Hotel owners Geoff and Rachael Brady said the partnership will deliver great results for guests.

“We are incredibly excited to announce the signing of The Motley Hotel Richmond as part of the Tapestry Collection by Hilton,” they said in a statement.

“This partnership marks a significant milestone for Amber Property Group and highlights our commitment to delivering exceptional hospitality experiences.

“By aligning our services with Hilton’s renowned standards, we aim to provide guests with unparalleled comfort and modern amenities.

“We look forward to welcoming visitors to experience the eclectic charm and hospitality

The Motley Hotel in Richmond joins over 135 Tapestry Collection by Hilton hotels globally

The Richmond hotel features 80 guest rooms

AHICE Aloha gears up for stellar return

Hotel executives will gather in Honolulu for the upcoming AHICE Aloha following its successful debut last year.

THE ALOHA HOTEL Industry Conference and Exhibition (AHICE Aloha) is set to make its return to Hawai’i in November 2024 following its successful debut last year.

Hosted by HM Magazine, the popular Hawaiian event will take place on Thursday 7 and Friday 8 November in Honolulu at the Outrigger Reef Waikiki Beach Resort and the Ala Moana Hotel by Mantra.

Delegates will include some of the United States and Hawai’i’s leading hotel owners, operators, consultants and suppliers, alongside global attendees.

Hot topics in hotel investment and operations will be up for discussion with top industry figures from across the Hawai’ian Islands, the United States and globally taking to the stage in informative Q&A and panel sessions.

AHICE Aloha sponsor and panel moderator, THSA Managing Director, Rodger Powell, has strong ties to the Hawai’ian hotel market and is excited to see the event return to Honolulu.

“It was clear that there is a hunger for

this type of event in Hawai’i – at the launch event, people were very keen to discuss the issues affecting the local hotel market as well as enjoy the networking opportunities. I am confident that this event will evolve and grow in the future.

“The hotel industry is very different in every global market with specific issues as well as cultural influences.

“The content for this conference – like every other AHICE Conference – has been very relevant to the people working in this market,” he said.

The launch of AHICE in Hawaii follows the success of the recent Asia-Pacific Hotel Industry Conference and Exhibition held in Adelaide, South Australia during May and attended by a record 1,500 delegates, making it the largest accommodation event in Asia-Pacific region.

In addition to the Asia Pacific and Hawaii events, AHICE has expanded to several key international markets including South East Asia, Far East Asia, Fiji Islands, New Zealand and the Maldives.

AHICE Aloha debuted with a launch event in December 2023

The Hawai’i event will discuss hot topics in hotel investment and operations

Delegates will have plenty of opportunity to network

ACCOR PLUS: 30 YEARS LEADING LOYALTY

30 years on, Accor Plus continues to lead the way with travel loyalty subscription.

2024 marks a significant milestone for Accor Plus, Asia Pacific’s leading travel subscription loyalty programme, as it celebrates 30 years of delivering unmatched benefits to its now 450,000 plus members. Founded in Sydney in 1994 at Novotel Wollongong, under the Advantage Plus banner, Accor Plus has evolved into a pioneering force in the hospitality industry, redefining the concept of loyalty programmes. Accor Plus has gone on to become one of the region’s most recognised and valued loyalty platforms offering guests elevated hotel stays, dining benefits, moneycan’t-buy experiences and much more.

“The subscription loyalty model, especially in travel, is set to grow,” says Renae Trimble, CEO of Accor Plus. “We pioneered this approach three decades ago, and what started as a cutting-

edge concept has scaled to more than 1000 Accor hotels across Asia Pacific and has matured into a key driver of business. Our insights show that travellers are looking for getaways that offer both value and elevated experiences —precisely what Accor Plus delivers.”

During this Anniversary year, members will be invited to more than 2,500 exclusive stays, events and dining experiences hosted across Accor hotels including Sofitel, Pullman, Novotel, Mantra, Peppers and more.

Accor Plus has strategically partnered with brands such as Qantas Business Rewards to amplify customer value and drive cross-brand loyalty, recognising the vital role business partners play in fuelling growth. Additionally, partnerships with financial leaders across Asia, such as DBS, Woori Bank, and Axis Bank,

embed Accor Plus membership into their core offerings, enhancing customer value and driving new member acquisition.

Accor Plus has experienced remarkable growth in recent years, expanding its membership base by 43% over the past two years alone. Accor Plus members are highly engaged, staying 5 times more than non members. In 2023 alone, Accor Plus members stayed more than 2.3 million nights in Accor hotels—a number expected to exceed 3 million by the end of this year. And when it comes to experiences, members will redeem more than 10 million ALL points for exclusive events by the end of 2024.

With seamless integration into Accor’s global loyalty programme, ALL, Accor Plus members automatically enjoy Elite status, which includes

Founded as Accor Advantage Plus in Sydney, Australia

1998 Expansion into New Zealand and Thailand

2000

Over 150,000 members across Southeast Asia and the Pacific

2004

Launched into Singapore and Greater China

2005 Launched in Philippines

2006

Launched in Indonesia

2007

Launched in India and Malaysia

Exclusive Accor Plus member experience at Accor Stadium

20 additional Status nights and the associated benefits, such as priority check-in, a welcome drink, and late check-out. Members also earn points that can be redeemed on future stays and events. This extensive range of benefits makes Accor Plus the complete package for travelers seeking exceptional value.

“As we celebrate 30 incredible years of Accor Plus, I want to express my heartfelt gratitude to everyone who has been an integral part of this journey. Our unwavering loyalty and trust of valued members have been the foundation of our achievements. This journey has been inspired and led by many, allowing us to reach significant milestones together. A special thank you to our dedicated Accor and Accor Plus teams across all our Accor hotels and offices across Asia Pacific.” n

“2024 marks a major milestone for Accor Plus as we celebrate 30 years of leading subscription loyalty in travel. We’re evolving because innovation is at the heart of smart business, and we’re committed to shaping the future of the industry. With a growing hotel network, we continue to deliver unmatched value and exclusive experiences for our members and business partners. As pioneers in this space, Accor Plus is driving the next wave of growth and opportunity in loyalty subscriptions. Exciting times are ahead, and we can’t wait to share what’s next.”

Renae Trimble, CEO Accor Plus

2008

Launched in Vietnam

2011

Merger with Le Club AccorHotels, cementing loyalty leadership market position

2015

Rebranded to Accor Plus, with Experience More

2017

100% owned by Accor, with members stayed 1M+ hotel room nights

2019 Integration with ALL –Accor Live Limitless

2023

Surpassed 2.3M hotel room night stays

2024

Celebrating 30 year Anniversary on 25 September with 450,000+ members in 1000+ Accor hotels across Asia Pacific

Accor hotels located at Darling Harbour, Sydney

Rydges refreshed

EVT embarks on a new chapter with one of its longest-standing Rydges hotels.

A MAJOR DESIGN and guest experience transformation is breathing new life into one of EVT’s longest-standing Rydges properties.

Rydges North Sydney, which EVT sold to Singapore investment and asset management company High Street Holdings in 2022, has held the Rydges badge for more than three decades.

Now, following a complete refurbishment across all rooms, dining, conferencing, and communal areas, EVT is ushering in a new chapter under its management.

“This was one of EVT’s first hotels – it has been a Rydges for 30+ years,” EVT’s Group General Manager for Rydges Hotels, Troy Cuthbertson, told HM exclusively.

“As part of that change of ownership, there was a commitment to refurbish the hotel, and we’re in the final stages of that now.

“We’re really excited about what the owners have done. It really complements Rydges’ new brand direction – it’s an elevated experience.”

The transformation was led by Re:Form, with Janet Graham enlisted for interiors, working alongside EVT’s internal design team, to style the communal spaces.

With neutral colours, industrial-style fittings, open spaces and modern artwork, Rydges North Sydney is the latest to embrace the refreshed brand positioning of ‘refreshingly local’, following on from the launch of an impressive flagship Rydges property in Melbourne last year.

With 10 room types across 168 keys, including one- and two-bedroom apartmentstyle rooms, family rooms with bunk beds and a Penthouse Suite with views of Sydney Harbour, the new offering intends to appeal to a variety of travellers.

“It’s about being flexible and being open to as many markets as possible without saturating our rooms mix,” Cuthbertson said.

“It’s not only the product, it’s the customer journey and the experience that goes with that.

“Corporate guests are still looking for that element of leisure. When I’m traveling for work, I still want to have a great experience. I want it to be much more than just a comfortable bed and a hot shower, and to be

able to do all the things I would at home –exercise, wellbeing practices, healthy eating.

“The modern food and beverage offering, the fitness studio facilities, they are all part of that.”

A fresh focus on technology at the hotel sees the addition of digital check-in/checkout kiosks and wireless charging stations in guest rooms.

“Rydges Melbourne was a test case to explore the full potential of digital check-in kiosks

and the customer interaction with those,” Cuthbertson said.

“They’ve been great for the hotel. The purpose is not to reduce manning at all, it’s redeploying those people that normally standing behind the desk to stand front of house and interact with the customer.”

Located on McLaren Street, a stone’s throw from Sydney Harbour and next to the new Victoria Cross Sydney Metro station, connecting North Sydney to the Sydney CBD and beyond,

The North Sydney property reflects Rydges’ new brand direction

NEED TO KNOW

the hotel is well positioned to capture both corporate and leisure demand.

The MICE market is expected to be a big driver of business with the property now boasting North Sydney’s largest conference and event zone at 399sqm, spanning 11 spaces, including five newly designed meeting areas.

“We have created additional conference spaces as part of the renovation. We’ve taken back-of-house areas and made them more functional,” Cuthbertson said.

“It accommodates well over 400 for both corporate and social events such as weddings.”

Cuthbertson is buoyed by the positive response from guests and has high hopes that the property will deliver on the owner’s expectations.

“It’s early days but the initial trading and feedback from customers has been really pleasing,” he said.

Rydges North Sydney offers 10 different room types

JAMES GOODWIN Getting to know

ACCOMMODATION AUSTRALIA’S NEWLY APPOINTED CEO, JAMES  GOODWIN, SPOKE TO RUTH  HOGAN ABOUT HIS ASPIRATIONS FOR THE JOB IN THIS HM EXCLUSIVE.

James, congratulations on your appointment. Tell us about your reasons for wanting to represent the accommodation industry.

This is a great and important sector. Of course, we’re helping people have fun and enjoy themselves on holidays, but we have also seen, during Covid or other emergencies, just how vital the sector is to the broader community. All of this whilst being fundamental to the Australian and local economies.

I’m inspired by the people. Those who’ve worked to grow and improve the accommodation offerings –the owners, operators and the committed workforce. Whether they have been in the sector for decades or only a few months I have already seen the passion and I hope to represent that passion proudly to decision-makers.

As a former leader of the Australian Airports Association, how will you leverage your travel industry experience to improve outcomes for the accommodation industry?

Tourism and aviation have been working closer than ever before since the pandemic. Australia is an aviationreliant nation and tourism is an aviation-reliant industry, so we need to foster that collaboration.

I am keen to see the accommodation sector at the table for discussions about emerging destinations and opening growth in new overseas markets.

Following your first board meeting, what are the biggest concerns you are hearing from hoteliers?

The top priority is in relation to workforce planning and migration. The sector has been working hard and investing in people to fill roles locally, but it is important our unique needs are understood through the migration process so I will build on the hard work being done in this area by AA.

What are the top items on the agenda for you as AA CEO for the first 12 months?

I want to get to know and understand the industry and the people better. I’m someone who likes to learn by doing and seeing so I hope to get out to meet and see as many members as possible to understand their passion and the issues I can help with back in Canberra. I’m keen to see more growth in the sector by encouraging more domestic and international tourism and I’m committed to having more people see the sector as a career and not just a job. n

James Goodwin, Accommodation Australia

Goodwin attended his first national board meeting in August

THE SEALY STANDARD

Sealy is building a new standard in guest satisfaction, even faster and efficiently, reducing lead times – all whilst ensuring you get what you need to keep your guests satisfied.

Commercial Manager

Queensland. This allows us to continue innovating our unique support technology forging the way in the mattress industry and ensures you receive a locally sourced, handmade product. The new factory not only

For hoteliers, the benefits are clear: a direct pathway to enhanced guest satisfaction. Research consistently shows that sleep quality is a critical factor in guest satisfaction. Every Sealy Posturepedic is hand made using the finest of locally sourced materials in one of six local manufacturing facilities across Australia and New Zealand. Our support

Our advanced Sealy Posturepedic springs are engineered to provide optimal spinal alignment and pressure relief, catering to the diverse

The new plant which services all of the Australian and New Zealand businesses is more than just an expansion of our existing manufacturing facility; it is a technological and engineering cornerstone, designed to streamline the production of Sealy’s renowned Posturepedic springs. This means we can produce more of our patented Spring Technology

At the core of this facility is cutting-edge technology that enhances the precision and consistency of each spring we produce. This ensures each mattress delivers superior support and durability –key factors that contribute to a great night’s sleep. That is the Sealy Posturepedic difference.

Sustainability is an important focus for the new plant too, aligning our commitment toward eco-friendly operations across the business. The facility utilises energy-efficient machinery and sustainable manufacturing practices, all to minimise the impact we have on the environment.

With the opening of the Sealy Posturepedic springs plant, it not only facilitates Sealy’s capacity to meet demand with on time delivery every time but, it also enhances the quality and sustainability of our mattresses. For hotel operators, this means offering an unparalleled sleep experience that can set their properties apart in a competitive market. Our continued investment in the development and manufacturing of our products and technology means you can rest assured that the product you buy will not only last for years to come but will keep your guests returning night after night.

Research shows that sleep quality is a critical factor in guest satisfaction

AHEAD OF THEcurve

10 YEARS ON FROM THE LAUNCH OF CAPSTONE HOTEL MANAGEMENT, FOUNDER AND MANAGING DIRECTOR, CLARE DAVIES, SPOKE TO RUTH HOGAN ABOUT MARKET COMPETITION, STRATEGIC PARTNERSHIPS AND THE FUTURE OF HOTELS.

White-label management is continuing to gain momentum in the Asia Pacific hotel landscape with many experienced hoteliers turning their hand to this model to capitalise on increased demand from owners.

Clare Davies was ahead of the trend.

10 years ago, Davies established Capstone Hotel Management, now recognised as New Zealand’s leading white-label hotel management company.

Locally-owned and operated, Capstone continues to go from strength to strength with new property openings, strategic partnerships and the opening of a second office in Auckland.

Clare, congratulations on 10 years in business. Can you explain a bit about your career background and why you launched Capstone?

Thank you! I’ve had a long and rewarding career in the hotel and hospitality industry. I’ve been a General Manager and later became a major shareholder in a resort in Nelson. After selling my stake in that business, I identified an opportunity to support independent hotels and lodges. These smaller establishments often

couldn’t attract global brands, but they were owned by passionate and independent investors who needed effective management and distribution solutions. This led to the launch of Capstone, a business model dedicated to providing tailored support and strategic solutions specifically designed for these independent hotels.

How has the white-label management scene developed in New Zealand over the 10 years that you’ve been in business? Are there a lot more competitors now than there was when you launched?

The white-label management scene in New Zealand has evolved significantly since Capstone first entered the market in 2014. When we launched, the concept of white-label hotel management was relatively new and not widely adopted. We recognised an unmet need among hotel owners and investors for a flexible, locally attuned management solution.

Today, the landscape is markedly different. There has been a noticeable increase in competitors offering white-label services, reflecting the growing demand for this hybrid management model. More hotel owners are recognising the advantages of maintaining operational control while leveraging the marketing and distribution power of established brands.

Despite the increased competition, Capstone has maintained a strong market position by continually adapting to industry trends and client needs. Our deep understanding of the New Zealand market, combined with our strategic partnerships with global brands has kept us at the forefront of the white-label management scene.

Delamore Lodge on Waiheke Island recently added a new luxury villa

Clare Davies, Capstone Hotel Management

Tell us about Capstone’s partnerships with major hotel operators.

Capstone has strategically partnered with prominent global brands Choice Hotels and Best Western Hotels (BWH) as a white-label partner in New Zealand and is open to working with other global partners. This collaboration provides an exceptional solution for larger hotel assets, allowing them to leverage global brand recognition and benefits while maintaining localised management expertise.

Through these partnerships, Capstone enables hotels to connect with global brands, benefiting from their extensive marketing networks and loyalty programs. At the same time, Capstone ensures that on-theground management remains attuned to the unique characteristics of the local market. This approach ensures that hotels can navigate the seasonal fluctuations and specific demands of the New Zealand hospitality landscape effectively.

Hotels under this model are well-equipped to achieve both brand prestige and operational excellence.

What are you hearing from hotel owners and developers on why they’re choosing white label?

Hotel owners and developers are increasingly choosing white-label partnerships for their ability to leverage the expansive reach of global brands like Choice Hotels and BWH, while retaining localised control. Owners appreciate the operational support and resources

“Over the next decade, I imagine that AI will have a significant impact.”

Clare Davies, Capstone Hotel Management

these partnerships provide for their assets. Whitelabel arrangements offer access to sophisticated marketing tools, loyalty programs, and industry best practices without the rigid constraints of full brand integration, which helps to optimise hotel performance and enhance guest satisfaction. This model offers flexibility for owners. It strikes a balance, offering the best of both worlds: global brand advantages and local operational autonomy.

How do you expect the New Zealand hotel landscape to evolve over the next 10 years?

Over the next decade, I imagine that AI will have a significant impact on personalising guest experiences, while streamlining operations, and enhancing revenue management. Sustainability will play a crucial role, with growing awareness of environmental issues; guests are and will continue to demand greener practices. Hotels will have pressure to invest in energy-efficient systems, waste reduction programs, and sustainable sourcing.

I believe we will continue to see a rise in boutique and lifestyle hotels as travellers seek unique, authentic experiences that offer local cultural immersion. Our workforce will be even more crucial in the coming years, with a greater emphasis on employee well-being and development. Attracting and retaining talent will be paramount, with hotels offering more flexible work arrangements, career growth opportunities, and training. n

Soho Hotel Auckland opened in late July

Luxury

BY THE NUMBERS

MARRIOTT INTERNATIONAL’S MANAGING DIRECTOR, LUXURY, ASIA PACIFIC EXCLUDING CHINA, ORIOL  MONTAL, TELLS RUTH HOGAN, ABOUT AUSTRALIA’S LURE AS A LUXURY DESTINATION.

Arecent report from the Luxury Group by Marriott International has identified Australia as Asia Pacific’s top luxury destination. What in your view has led to the rise of Australia’s luxury status?

Australia has effectively positioned itself as a luxury destination by offering a rich blend of natural beauty, cultural vibrancy, and exceptional hospitality that caters to the evolving demands of modern luxury travellers. Based on findings uncovered in our New Luxe Landscapes report, Australia’s appeal lies in its ability to provide an escape from urban life and a deep connection with nature, a key motivator for 84% of travellers who value immersive natural experiences, while 76% are drawn by the unique opportunity to observe wildlife. As one of only 17 megadiverse nations, Australia is home to an unparalleled variety of species, further enhancing its allure. Beach holidays, especially along the iconic Gold Coast, remain a top choice among luxury travellers, with nearly 40% opting for coastal escapes.

In addition to its natural offerings, Australia’s rich cultural landscape plays a significant role in its luxury appeal. High-net-worth individuals are attracted to the promise of exclusive cultural experiences, with

“Australia’s high-net-worth travellers are planning an average of seven holidays abroad in the next 12 months.”

Oriol Montal, Marriott International

Coastal escapes remain a popular choice for luxury travellers

Oriol Montal, Marriott International

72% traveling to attend high-profile events such as concerts by global stars like Taylor Swift and Coldplay. Moreover, 77% are inclined to participate in local cultural events, from the Sydney Mardi Gras to the Melbourne International Arts Festival, while 82% seek out distinctive architectural styles, exemplified by Melbourne’s MPavilion project and renowned street art.

Australia’s vibrant food and beverage scene further bolsters its luxury status. A significant 88% of travellers prioritise discovering new culinary experiences, and innovative offerings such as the ‘Conscious Cocktail’ experience at W Brisbane and the ‘Cellar to City’ Wine Series at W Sydney’s BTWN Restaurant exemplify the country’s commitment to delivering unique, high-end gastronomic adventures. These elements collectively solidify Australia’s standing as a premier luxury destination.

Can you explain the increased level of interest from India and the importance of this traveller in the coming years?

The Indian travel market is experiencing significant growth, with 89% of High Net Worth (HNW) individuals in India planning to spend more on travel in the coming year. This group is particularly drawn to destinations offering a rich blend of cultural, architectural, and design experiences. Indian travellers are increasingly seeking immersive, VIP experiences, with 91% prioritising hotels that offer deep cultural connections with the local community and refined craftsmanship.

The importance of Indian travellers is underscored by their willingness to invest in premium experiences. For

instance, 36% are prepared to pay more for VIP access to exclusive events, which is higher than the global average according to our study. Furthermore, 88% are planning their travel around cultural events, while 87% are motivated by the opportunity to attend high-profile concerts or sporting events. This strong preference for culturally rich and exclusive experiences makes Indian luxury travellers a crucial market for luxury destinations. As Indian travellers continue to seek out culturally immersive, high-end experiences, their significance in the global travel landscape will only grow, making them a key demographic for luxury hospitality providers to target and retain.

Marriott’s luxury report found that 88% of travellers prioritise discovering new culinary experiences

Immersive cultural experiences are in high demand with travellers

How can Australian hotel and travel companies capitalise on this increased interest from travellers from India and Japan?

To capitalise on the growing interest from Indian and Japanese travellers, Australian hotel and travel companies should tailor their offerings to these markets. Like Indian travellers, Japanese travellers prioritise family holidays and celebratory events. To meet the needs of both discerning markets, Marriott has introduced family-oriented programs like The Ritz-kids and JW Family, designed to accommodate multi-generational stays.

For both demographics, gastronomy is a significant draw. Focus on creating familyoriented and celebratory experiences, including multi-generational stays and VIP access to cultural, culinary, and sporting events. Marriott Bonvoy, for example, offers unique experiences such as chef masterclasses and exclusive behind-the-scenes tours at events like the F1 Melbourne and the Australian Open.

A key finding of the report was that 80% say a hotel’s sustainability and environmental practices are a huge consideration when it comes to deciding where to stay – with 43% wanting to see hotel restaurants offering locally sourced produce to support the community. Examples of Marriott International properties of driving sourcing locally initiatives are W Sydney collaborating with artisan cheese makers, beekeepers, and small-batch butter manufacturers. Likewise, Peppina at The Tasman champions sustainability by partnering with local farmers like Tongola Goat’s Cheese and Truffles of Tasmania, ensuring fresh, highquality ingredients that reduce waste and enhance flavor.

Additionally, emphasise high-end dining experiences and partner with renowned chefs to attract these markets. Highlight unique local experiences, such as wildlife encounters and gastronomic adventures, to appeal to these travellers. Apart from developing culturally sensitive marketing campaigns and providing amenities that resonate with both travellers, another key area would lie in building partnerships with local cultural organisations and leveraging targeted promotions to help attract these travellers and ensure a memorable experience.

An example of this is The Ritz-Carlton, Perth, which recently introduced a new bespoke travel adventure transporting guests from Perth to West Australia’s remote wilderness. Evolving its partnership with roving culinary

creative, Fervor, travellers are invited to celebrate WA’s exceptional culinary heritage, rich Indigenous culture, and stunning natural landscapes through bespoke itineraries. A sample itinerary features a two-night’s stay at the Ritz Carlton, Perth, a two-night stay at Cygnet Bay Pearl Farm, a reef waterfall tour, a foraging experience led by local indigenous guide, and unique private ‘Dine Under The Stars’ experience where The Ritz-Carlton Perth’s chef du cuisine, Brian Cole, and Fervor chef Paul Iscov cook up an exquisite feast utilising foraged ingredients found on the tour.

Tell us a bit about the markets that Australians are looking to travel to and what they are seeking?

Australia’s high-net-worth travellers are planning an average of seven holidays abroad in the next 12 months, mixing both short and extended trips. Key destinations include Asia Pacific (72%), Europe (63%), and North America (54%), with Hong Kong, China, Japan, and New Zealand being top choices within APAC.

Australians often travel in large groups with family and friends, favouring beach holidays, city breaks, and multi-stop adventures. Safety, relaxation, and personalised service are top priorities, with 69% planning to spend more on luxury travel. Many prefer returning to beloved destinations (85%) and seek exclusive, one-ofa-kind experiences (83%).

They are adventurous, with 47% comfortable visiting less popular places and 54% aiming to fit in as many activities as possible, while still leaving room for downtime. Australians value local connections,

with 83% seeing it as part of their luxury experience. They enjoy shopping for locally crafted products, savouring local cuisine, and bringing home meaningful souvenirs and memories, ensuring their journeys are both enriching and memorable.

How is Marriott International positioned to meet the demand of APAC travellers in Australia and Australian travellers throughout the region?

With a global portfolio of nearly 9,000 operating properties, 1.6M+ rooms across more than 30 leading brands in 141 countries and territories, Marriott International is strategically positioned to meet the evolving demands of APAC travellers in Australia and beyond.

If you look at just the Asia Pacific region, excluding China, we are currently operating more than 580 properties across 24 brands in 22 countries and territories. Our new Adelaide Marriott Hotel is a milestone opening for the company - representing our 600th hotel in Asia Pacific excluding China, and our first hotel in South Australia.

Homing in on our Luxury Group, represented by an unrivalled portfolio of eight dynamic luxury brands – The Ritz-Carlton, Ritz-Carlton Reserve, Bulgari Hotels and Resorts, St. Regis Hotels and Resorts, Edition, The Luxury Collection, JW Marriott and W Hotels, our boundless network encompasses 626 luxury properties across hotels, residences, and timeshares, distributed across 71 countries and territories. Notably, nearly one third of the Marriott International luxury portfolio is in the APAC region. n

Guests are seeking to discover more about their destination through memorable experiences

AHICE Aotearoa to draw record crowd

OVER 500 DELEGATES ARE EXPECTED FOR THE THIRD EDITION OF AHICE AOTEAROA IN CHRISTCHURCH.

New Zealand’s hotel sector is firmly in the spotlight for the upcoming Aotearoa Hotel Industry Conference and Exhibition (AHICE), hosted by HM Magazine and Hotel Council Aotearoa, on Wednesday 25 and Thursday 26 September at Te Pae Christchurch Convention Centre.

Returning for a third year, with a two-day packed program, AHICE Aotearoa is expected to draw over 500 of Australasia’s leading hotel owners, operators, consultants and suppliers for networking, panel sessions, global hotelier Q&As, and keynote discussions that will shape the future direction of New Zealand’s hotel industry.

Among the keynote speakers taking to the stage will be STR Regional Director Pacific, Japan and Central South Asia, Matthew Burke, who will delve into the market in detail; and All Blacks and Crusaders legend, Kieran Read ONZM, who will discuss leadership learnings.

Hoteliers taking to the stage include The Ascott Limited Managing Director Australasia, David Mansfield; TFE Hotels Chief Executive Officer, Antony Ritch; Leisure

Accommodation Collective CEO, Luke Moran; EVT General Manager Hotel Operations New Zealand, Simon White; Accor Vice President Operations New Zealand and Fiji, Daniel Oh; Hilton Area Vice President – APAC and Head of Australasia/South Pacific, Paul Hutton; Heritage Hotel Management Group General Manager Operations, Rachael Nicholson, and much more.

“AHICE Aotearoa has firmly established itself as a must-attend event on New Zealand’s tourism calendar, bringing together top

public and private sector speakers from both local and international stages,” said Hotel Council Aotearoa (HCA) Strategic Director, James Doolan.

“We can’t underestimate the economic value that major events like AHICE inject into a city, benefitting everyone from taxi drivers to hospitality businesses.”

AHICE Group President and Founder, James Wilkinson, said Christchurch is the ideal location for the event.

“Christchurch is a vibrant and rapidly growing destination, with its accommodation sector seeing strong expansion with new hotel openings and upgrades,” he said.

“The city’s resurgence, coupled with its world-class venues and new accommodation offerings from budget to boutique, makes it an ideal location for AHICE Aotearoa.

“Attendees can expect compelling keynotes, insightful panels, comprehensive data presentations, and a host of networking events at some of the city’s premier hotels and cultural venues.

“AHICE has grown to become the largest and most impactful hotel industry conference brand outside the United States, drawing senior international hospitality leaders to New Zealand.

“This year, having Christchurch as our first South Island host city not only puts the spotlight on the local industry but also showcases the city’s dynamic potential on a global stage.” n

ahiceconference.com/aotearoa

Rising stars discussing a career in hotels at AHICE Aotearoa

The third AHICE Aotearoa follows previous events in Auckland and Wellington

Accor in Aotearoa

New Zealand hotels are set to thrive amid a rise in leisure demand as travellers flock to major events and seek out meaningful experiences, explains Accor Pacific Chief Operating Officer PM&E, ADRIAN WILLIAMS.

It’s important to begin by acknowledging that tourism demand in Wellington and Auckland has faced significant challenges. The economic climate has been tough, and we have invested strategically to support and stimulate demand in these regions.

Despite these challenges, New Zealand’s hotel development landscape remains full of opportunities. The year ahead promises to be another period of growth and investment in communities for Accor.

As demand for New Zealand’s leisure destinations continues to rise – particularly in the South Island – along with a faster-than-expected rebound in key inbound tourism markets, like the US and India, and evolving traveller preferences, developers have a unique opportunity to create properties that cater to the needs of modern travellers.

Accor has several exciting hotel projects in the pipeline across New Zealand that will make a significant impact in the industry throughout 2024 and beyond. Our focus remains on strategic locations in major cities, airports and holiday destinations to ensure we meet the growing demand in these key markets.

We’re seeing continued strong interest for Pullman, which is the largest and fastest growing five-star premium brand across Australia and New Zealand. We recently unveiled plans for a new 191-room Pullman in Hamilton, set to open in 2026, and we celebrated the opening of the architecturally striking Te Arikinui Pullman Auckland Airport late last year.

Boutique accommodation is also gaining momentum, and our bold, design-led Tribe Auckland Fort Street is well-positioned to capture this growing market when the brand debuts in New Zealand early next year. Ennismore, the fastest-growing lifestyle hospitality company in which Accor holds a majority shareholding, will debut the Jo&Joe brand in the Pacific region with the opening of Jo&Joe Auckland Fort Street in 2025. Ennismore’s Hyde brand will also make its New Zealand debut with Hyde Queenstown in the coming years.

We’re also seeing a shift towards more meaningful experiences in hotels. As travellers seek greater connection to local people, cultures, food and music,

Ennismore’s

“Accor’s 15 hotels across Auckland are experiencing a surge in hotel room bookings for the Coldplay concerts in November.”

Adrian Williams, Accor Pacific

hotels are increasingly incorporating educational, emotional and sustainable elements into the guest experience.

We are proud to partner with Qualmark to certify Accor hotels across New Zealand as Gold Standard Sustainable Tourism Businesses. Achieving this Eco Certification not only enhances the appeal and competitiveness of our hotels, but also boosts operational excellence and revenue generation by aligning with the expectations of today’s travellers and our corporate clients.

Major events play a crucial role in fueling the visitor economy. Accor’s 15 hotels across Auckland are experiencing a surge in hotel room bookings for the Coldplay concerts in November. We love the impact major events like this have on a city. The surge of activity and vibrant energy they bring creates a huge positive buzz, filling our hotels, restaurants and bars.

We are also doubling down on our partnership with Qantas to attract the inbound market, have renewed our relationship with rugby union star Ruby Tui as an ALL ambassador, and recently signed a new partnership with the world-renowned wearable art experience, World of WearableArt. We also support Tourism New Zealand’s new strategic approach, which focuses on lifting off-peak periods, particularly summer.

With these initiatives and developments, there is plenty of excitement on the horizon for Accor and the New Zealand hospitality industry as a whole. n

Adrian Williams, Chief Operating Officer PM&E, Accor Pacific

Hyde brand will make its New Zealand debut in the coming years

Navigating New Zealand

In New Zealand, we’re navigating a landscape filled with both challenges and promising opportunities.

Consumer sentiment has been a bit hesitant, and we did experience a slowdown in demand during the second quarter. However, we’re now seeing encouraging signs of recovery, with business bookings picking up as we move into the latter half of the year. I’m confident that we’ll end the year on a positive note.

On the development front, we face some significant challenges. The costs associated with new developments have risen due to tighter lending conditions and a more stringent regulatory environment, making it tougher to pursue Greenfield opportunities. Despite these hurdles, we recently celebrated the opening of Quest on Kilmore on July 14, which was a significant milestone for us. It’s always exciting to expand our presence, and this new opening reinforces our commitment to growth in the New Zealand market.

We continue to see success across our network, particularly with the Quest brand, which has remained resilient in the corporate travel market. Our properties are performing well, with solid occupancy and rate performance. This success is a testament to the hard work of our Quest franchisees and the strength of our business model.

Looking ahead, we have several exciting opportunities in the pipeline. We’re closely monitoring the market and are optimistic about the potential for further growth as the economic fundamentals in New Zealand improve.

The New Zealand market is not without its challenges, and a unified approach to industry representation at government level could have a powerful impact, writes The Ascott Limited Managing Director – Australia, DAVID MANSFIELD.

We’re also committed to expanding our footprint, exploring new locations, and continuing to deliver exceptional experiences to our guests.

One area where I believe we can make a significant impact is in industry representation. In New Zealand, we see a gap compared to the more structured advocacy landscape in Australia. I strongly believe that having a unified member advocacy organisation is crucial for achieving balanced outcomes that benefit both our sector and government. Effective advocacy is essential for the long-term sustainability and growth of the accommodation industry in New Zealand. n

David Mansfield, The Ascott Limited

Christchurch’s Quest on Cambridge opened last year

Poised for growth

The New Zealand market shows resilience and growth potential, writes JLL Executive Vice President, Hotels and Hospitality, NICK THOMPSON.

The New Zealand hotel market is poised for growth. Despite the challenges of the past four years, the hotel industry in New Zealand, and Asia-Pacific more broadly, has shown signs of recovery. Average daily rates (ADRs) generally remain above 2019 levels with occupancy continuing to recover in-line with heightened arrivals. By the end of the fourth quarter, New Zealand’s hotel sector is forecast to match pre-Covid trading performance, although increased supply in some markets is having some shortterm impact.

NEW ZEALAND’S STRONG TOURISM RECOVERY

Visitor arrivals to New Zealand have steadily improved in 2024. New Zealand’s natural beauty and adventure tourism offerings have long garnered high praise. Further, its position as a transparent place to do business, according to JLL’s Global Real Estate Transparency Index 2024 in which New Zealand ranks 7th out of 89 leading global markets, reinforces the country’s stability and attractiveness for investment and development.

Despite limited new hotel supply expected to open over the remainder of 2024, the New Zealand hotel market has experienced

substantial growth since 2019. Most notable is the midscale to upscale segment, which represents 64% of total rooms delivered over this period. This growth has contributed to the acceleration of ADR beyond pre-Covid levels. Auckland, Wellington, Christchurch, Queenstown, and Rotorua have all witnessed significant ADR increases, posting a combined 16% increase over 2019 levels, and setting a new benchmark domestically.

INVESTMENT ACTIVITY RETURNING FROM HOLIDAY

New Zealand hotel investment volumes have been relatively subdued through 2024, with limited transactions recorded. However, developers, single-owners, smaller funds, and high-networth individuals are expected to dominate buyer activity through 2025.

There is strong potential for the New Zealand hotel market on the back of recovery in visitor arrivals, increasing occupancy rates, and the focus on developing new products. A reputation for stunning scenery, friendly locals, and adventure tourism boosts the appeal to domestic and international tourists and businesses. Limited new supply opening in 2024 and a focus on yield management and inflation position New Zealand at the top of the list future-focused capital. n

Nick Thompson, JLL Hotels and Hospitality

MM:NT BERLIN LAB

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MMNT-INTIME.COM

LA-vation

AFTER 30 YEARS IN HOTELS, LUKE MORAN, IS CHANNELLING HIS EXPERIENCE INTO A NEW HYBRID HOTEL CONCEPT AS CEO OF LEISURE ACCOMMODATION COLLECTIVE (LA CO.). MORAN SAT DOWN WITH RUTH  HOGAN TO DISCUSS THE UNTAPPED OPPORTUNITY IN ELEVATING THE HUMBLE HOSTEL.

Tell us a bit about the origins of LA Co.

Drifter was established as a brand and a concept by Hugh Stephenson, Joshua Hunt and Ryan Sanders – two of which remain in the business today; Hugh is our Chief Investment Officer and Josh is our Chief Marketing Officer.

They had acquired three sites and in 2022, further expanded the business through the acquisition of The Village Hostels, creating Leisure Accommodation Collective (LA Co) as it stands today. We acquired a seed portfolio back then of five additional assets, which grew to eight very quickly.

With the acquisition of The Village hostels, we saw a strong opportunity to invest capital to reposition and relaunch them, which is underway at the moment.

Drifter recently made its brand debut with the first property opening in Christchurch. Tell us about this hybrid hotel concept and what you are trying to achieve with it.

Whilst there’s has been a reasonably strong hostel youth market within Australia and New Zealand, it sits well behind Europe in this concept. We see an opportunity to provide a much more improved product offering that is unique to what we’re doing in Australia, that caters for

both the shared accommodation market and a traditional hotel guest, but with a strong emphasis on community and engagement on site.

We think this is an untapped market in Australia – the tailwinds in this sector are very strong – and we’re leading the charge.

It’s a really exciting opportunity, to be honest, to be part of something that’s taking traditional hostel backpackers in a new direction, elevating the product, elevating the experience, and drawing on some of the hotel experience that I’ve had over the last 30 years to see how we could help mold that into this space.

What can travellers expect from a Drifter property?

The Drifter product is more refined in terms of its nature of being a true hybrid hotel-hostel.

It operates as a hotel environment, but with shared accommodation – about 30% private to 70% shared – and design-led communal spaces that are far more pronounced.

The target market is anywhere from young to young at heart. We’ve got a target audience that includes the Gen Z traveller looking for great experience, up to millennials, corporate travellers, group business.

We’ve got co-working spaces, great communal kitchens, there’s cinemas, libraries, wellness zones, where

Drifter Christchurch features a leisure club complete with a yoga studio

Luke Moran, LA Co.

you can do anything from yoga and meditation in the mornings to more strenuous exercise and HIIT programs to sound healing.

The concept behind it, the delivery and execution is world class. I’ve opened a lot of nice with some big chains in my time, and I’ve never been more excited than the opening of Drifter Christchurch.

What makes The Village brand different from a typical hostel experience?

The Village brand is aimed at that more traditional hostel market – the Gen Z/millennial backpacker that is wanting to meet people on their travels – but we’re investing heavily in quality beds, quality bathrooms, quality communal space and exceptional staff. The communal spaces are all being redesigned through the renovation process of each asset, with a strong emphasis on creating a vibrant, energetic environment.

We are undertaking a complete refurbishment of all eight The Village hostels in the portfolio, which we hope to complete withing the next 12 months.

We renovated and relaunched The Village North Melbourne – a 350-bed asset – in late December 2023. It was full through January, February, March and has been very well accepted.

We are upgrading some existing The Village properties in Surry Hills, Glebe and Bondi – a 160-bed property that is 200m from Bondi Beach; an A-grade location which opened in August.

We’re implementing a loft product there that we think will be suitable for people that are looking for a private

room but with a little bit of space. Each time we renovate a product we look at how we can bring something new to market.

We’ll continue to develop that brand and explore acquisition opportunities.

Where are you looking in terms of potential locations for these brands? And are you interested in new-build projects as well as conversions?

We’ve secured three products in New Zealand – in Christchurch Wellington and Auckland –and we are working hard to find a suitable location in Queenstown.

We absolutely see great opportunity for Drifter in Australia. We’ve got a product in Melbourne – the largest hostel in Australia and New Zealand with nearly 800 beds – and we are looking at multiple sites from Brisbane to the Gold Coast and Sydney.

We have secured Byron Bay, which will be one of the first Drifters that we launch into the market. The design phase is underway at the moment, and we hope to kick off the full renovation during summer trading before relaunching as a Drifter mid next year.

In this iteration, we’re not looking at greenfield development, we’re looking at how we acquire and repurpose existing assets, so we look for unique locations, buildings that have some character.

Tell us about the team behind LA Co., both at leadership level and on the ground.

We have established a strong executive team that sits across the portfolio that we own and operate. LA Co is the vehicle that manages our assets, and we’ve got a great mix of people from traditional hotel backgrounds to traditional cluster backgrounds from Europe. Our Chief Operating Officer, Justin Mack, spent 20 years building Generator Hostels in Europe – we have been very lucky to secure him, he’s doing an amazing job. We’ve got great leaders in finance; our Chief Investment Officer, Hugh Stephenson, who is one of the founders of Drifter, used to be an investment banker. On the ground, we have an eclectic mix of ages and demographics that reflect the guests that stay in those venues. n

Drifter recently launched its hybrid hotel offering in Christchurch

The Village Bondi Beach reopened in August following a major renovation

Sponsors

artist’s impression of

SOFITEL’S NEXT ERA

Sofitel is celebrating 60 years with a bold vision for the future.

In the world of luxury hospitality, the Sofitel name is synonymous with French zest and refined local cultural experiences. Celebrating its diamond jubilee year, Sofitel enters a new chapter that honours its illustrious past, while embracing a future filled with innovation, growth, and heartfelt luxury. Central to this transformation is a bold new brand campaign, a sweeping refurbishment strategy, and an ambitious global expansion, all designed to solidify Sofitel’s position as the world’s first global French hotel brand.

THE ENCOUNTER: A CELEBRATION OF CULTURAL CONNECTIONS

Featuring beloved British-American actor Gillian Anderson and rising French-Algerian star Dali Benssalah, Sofitel’s bold new brand campaign launched with a short film “The Encounter” which reflects Sofitel’s Cultural Link, the name of its logo symbolizing the encounter of the French zest with a local culture, but also people and ideas. Sofitel hotels are where diverse influences converge, creating a tapestry of heartfelt luxury experiences as unique as their locations. Benssalah reflects the cultural diversity and contemporary edge that Sofitel seeks to highlight; while Anderson perfectly captures the brand’s timeless elegance and modern relevance.

The campaign is not just a visual update; it is a statement of intent. It represents Sofitel’s commitment to creating spaces where guests can engage with the local culture, connect deeply with others, and leave with memories that resonate long after their stay.

An

the grand staircase at Sofitel New York City

An artist’s impression of a guest room at Sofitel Montreal Carré d’Or

RENEWING AND EXPANDING THE NETWORK

As part of its brand revitalisation, Sofitel is investing heavily in the rejuvenation of its properties worldwide. Around one in four Sofitel hotels globally has recently been, or is about to be, refurbished. This significant investment ensures that Sofitel will continue to offer the highest standards of luxury, comfort, and cultural immersion that discerning guests demand.

Sofitel Sydney Wentworth leads the way, with its renovation and relaunch in October 2024. Since opening its doors in 1966, the hotel has served as a retreat for royalty, movie stars, and dignitaries. Queen Elizabeth II stayed in the Royal Suite when she inaugurated the Sydney Opera House; Princess Diana whirled around its dance floor with Prince Charles in 1983; and Bill Gates forgot to pay his bill on departure and instead offered an IOU. These storied walls have also welcomed Hollywood royalty like Sophia Loren and Audrey Hepburn, and music legends including Elton John and John Farnham, each leaving behind an indelible mark on the hotel’s legacy.

A key highlight of its relaunch is a partnership with House Made Hospitality, a Sydney-based collective known for their innovative approach to dining. This collaboration will infuse the Wentworth’s culinary offerings with a fresh, modern twist, while paying respect to

the traditions that have made it a legendary dining destination. The renovation also breathes new life into the guest rooms and suites, Club Millésime and lobby, blending French elegance with innovative technology and comfort.

Another icon in the network, Sofitel New York City, will relaunch in autumn 2025. Featuring 398 rooms and suites – some with outdoor terraces overlooking the Chrysler or Empire State buildings – the renovation will retain the original stonework, black marble, and wood, while introducing modern design and the latest technology. This comes after Sofitel Montréal Carré d’Or and Sofitel Philadelphia at Rittenhouse Square both unveiled recent transformations in the US.

Maud Bailly, CEO Of Sofitel, MGallery and Emblems, said: “We are excited to announce the renovation of several Sofitel hotels as we mark a new era for the brand. We are committed to actively elevating the guest experience and ensuring the quality of our network is continuously refreshed to retain our reputation as the benchmark in French luxury hospitality, while remaining relevant for a new generation of luxury seekers.

“We also continue to expand the Sofitel name in new locations with a robust pipeline of 30 hotels to open by 2027 in some of the world’s most exotic locations.”

One of the most anticipated new openings was the Sofitel Shanghai North Bund, set against the vibrant backdrop of Shanghai’s skyline, the hotel launched in May 2024.

The upcoming Sofitel Jaipur Jawahar Circle is set to open in one of India’s most culturally vibrant cities. This property will reflect the rich heritage of Jaipur while offering guests the modern comforts and refined luxury that Sofitel is known for.

In the UAE, Sofitel Al Hamra Beach Resort now offers a serene seaside escape that blends Arabian hospitality with French sophistication. Meanwhile, in Africa, the Sofitel Cotonou in Benin will bring Sofitel’s signature French flair to West Africa, offering a new level of luxury in the region.

In Europe, the Sofitel Legend Mozart Prague is another highlight of the brand’s expansion. This property, located in a city known for its rich history and stunning architecture, promises to deliver an experience that harmonizes classical elegance with contemporary luxury.

Back in Australia, Sofitel Noosa Pacific Resort will soon announce its renovation plans.

With every new opening and renovation, Sofitel continues to weave the French zest and its heartfelt service culture into the fabric of local cultures and set new standards in luxury. n

An artist’s impression of Bar Tilda at Sofitel Sydney Wentworth

Maldives’ global demand

AHICE MALDIVES ATTRACTS OVER 140 GLOBAL HOTEL OWNERS AND INVESTORS FOR INAUGURAL EVENT. JAMES WILKINSON REPORTS.

It was standing room only as over 140 leading hotel and tourism owners, investors and executives turned out in force for the inaugural 2024 Asia Pacific Hotel Industry Conference and Exhibition (AHICE) Maldives Hotel Investment Summit at Crossroads Maldives on August 7, when tourism and hospitality development, operations, ownership and growth in the nation took centre stage.

Held at Crossroads, the nation’s newest tourism development, and attracting delegates from across the country and the globe –including the United States, Australia, Turkiye, Singapore, India, Sri Lanka, Thailand, the United Arab Emirates, Philippines and more –the AHICE Maldives Hotel Investment Summit was created as an event to grow tourism and hospitality opportunities for the nation.

Headlining the attendee list was an unrivalled number of key investors and owners for an event in the nation, alongside a large Maldives Government contingent and leading operators from across the islands.

“This inaugural event attracted top tier local and international stakeholders including Universal, SC Capital, Atmosphere, Ares Asia, HPL, Blackstone and more,” said Watson Farley and Williams’ Head of Hotels and Hospitality Asia Pacific, Robert Williams, who was also the emcee of the event.

“That alone for me underlines the commitment to Maldives resort assets from heavyweight capital investors and the further opportunity this special destination offers,” he said.

AHICE Maldives, hosted by Wayfarer, HM, and Founding Partner JLL, was also attended by global and local operators including executives from Anantara, Accor, Cinnamon, Hard Rock, Hilton, IHG Hotels and Resorts, La Vie, Outrigger, Marriott, Minor Group, Momentum, S Hotels and Resorts, Soneva and Taj, alongside Trans Maldivian Airways, the Maldives Association of Tourism Industry, several banks, advisors and other key tourism businesses in the nation.

The arrival of AHICE in the nation was firmly welcomed by the Maldives Minister for Tourism, Ibrahim Faisal, in his opening speech.

“AHICE Maldives is a unique opportunity to for the industry to unite and share insights,” he said. “It allows us to explore the potential for growth in our tourism sector.

“Maldives is renowned for its breathtaking beauty and rich cultural heritage, standing

as a promising opportunity in the global tourism landscape.

“Our government is dedicated to creating an environment that attracts and supports investors, paving the way for a successful tourism industry that benefits all.

“Our tourism sector has consistently demonstrated remarkable resilience. Amendments to the Tourism Act are opening new avenues for development, empowering investors with the flexibility and confidence to achieve our shared visions.

“One of the key advantages of investing in Maldives is our strong performance in the hospitality sector.

“We consistently rank as the top market in the Indian Ocean, showcasing significant growth in ADR and RevPAR. This impressive track record highlights the strength of our tourism industry.

“Esteemed guests and valued partners, sustainability is central to our vision for the future.

“Our government actively supports sustainable development practices and encourages all stakeholders to adopt them.

“This commitment ensures responsible growth that preserves our natural beauty and resources.

“In addition to our focus on sustainability, we value the stability of your investment in fostering successful partnerships. Our strong

The Maldives event discussed key market opportunities

legislative framework absence of capital controls and flexibility on remitting earnings, provide a secure foundation for your ventures in Maldives.

“On top of this, we also allow leases up to 99 years, so you get the best value out of your investment.

“As we work towards achieving our ambitious goal of US$7 billion in tourism revenue by 2027, we are excited to share that this milestone will be supported by significant developments.

“Today [at AHICE], I encourage you to seize this moment to connect and collaborate. Engage in meaningful discussions, share your insights, and explore innovative approaches that will shape the future of our tourism sector.

“Together, we have the power to transform challenges into opportunities and forge lasting partnerships that will elevate Maldives on the global tourism stage.

“Let us unite to unlock the full potential of Maldives as a world-class destination.”

He said the upgrade of Malé’s Velana International Airport would be completed in July 2025, something that’s also going to provide a significant boost for tourism to the nation, alongside new flights from carriers like Malaysia Airlines.

“The full opening of our newly expanded airport in July 2025, with phased openings, starting at the end of this year, will enhance our connectivity,” he said.

“In addition to the airport expansion, our national carrier Maldivian will introduce a new wide-body aircraft this year.

“This new addition to the fleet targets major tourist markets and gradually expands their network, enhancing our global connectivity.

“By improving connectivity, we aim to create more opportunities for travellers, significantly boosting our tourist arrivals.”

The AHICE Maldives Hotel Investment Summit was created in partnership with JLL’s Hotels and Hospitality Group and the company’s CEO of Asia-Pacific, Nihat Ercan, said he was thrilled to see the launch of a conference dedicated to growing hospitality investment in the nation.

Ercan had a fireside chat with Soneva Founder and CEO, Sonu Shivdasani OBE, who shared his journey to creating one of the world’s most sustainable hospitality brands.

Shivdasani also praised the nation’s free labour market, “which means we can achieve absolutely higher levels of service”.

“It’s about the right balance, where 50% gives local employment, but at the same time, you can find people from outside,” he said.

“I tell our team we we’re not just an excellent resort in the Maldives, we are an excellent resort globally, so that’s helped a lot.”

Shivdasani said the Maldives needs to again focus on attracting more tourism from India, which has dropped from the top to the sixth market for the nation.

“We have to embrace India because invariably, 90% of our business will be short haul at some point and you have the largest growing economy in the world right next to us,” he said.

“India is not just going to become the most important market for the Maldives, it’s going to account for five or 10 times the next market and that’s invariably going to happen so we need to do what we can to embrace it here.”

Shivdasani also encouraged the Maldives Government to slow development of new projects in the Malé Atol and focus on driving new developments to other parts of the nation.

“I personally feel the Malé Atol is very crowded and if [the Government] is thinking about long term sustainability for the destination and thinking about long term social harmony for the country, you need to spread the tourism wealth.”

On the investment outlook panel, Ares Asia Managing Director Kieran Bestall, Prospect Hotel Advisors Partner and Asset Manager Rohan Gopaldas, Atmosphere Deputy Managing Director Corporate Shrikant Dash and JLL’s Hotels and Hospitality Group’s Senior Vice President, Ling Wei Tan, looked at the strong investor interest in the Maldives, which is expected to continue through 2024.

“There’s a lot of statistics and enablers for why you should be investing in the Maldives,” Bestall said. “It’s a very lucrative and attractive market to be in.”

To put Bestall’s comments in perspective, luxury segment in the Maldives commands a median price per key of approximately US$1.2 million, which is four times higher than the average of competitor markets Koh Samui, Bali and Phuket (at US$387,800), according to the panel’s moderator, JLL Hotels and Hospitality Group’s Senior Vice President – Investment Sales, Julien Naouri.

Gopaldas was confident on investment into the Maldives, but also highlighted one of the biggest challenges for the nation at present, being the drop in tourists for India, alongside other geopolitical risks.

“When there’s a war in Russia, it impacts the Maldives. What’s happening in India and

AHICE Maldives is set to return in 2025

Delegates enjoyed networking by the beach

Palestine impacts the Maldives. So, some of those risks are things we need to think about today,” he said.

Tan said global investment interest was phenomenal at present from institutional investors, owner operators and ultra-net worth individuals alike, something that’s not expected to change.

“It has a lot to do with the fundamentals of the market and the Maldives has proven to be very resilient,” she said. “It has been very strong in terms of trading performance and an attractive destination for institutional investors.

“We are also seeing very, very strong interest from owner operators who want to set up their flag here. They will typically be looking for vacant possession, so they are very specific to anything that will fit into their brand standard is important.

“Then we also have the ultra-net-worth and they are looking for trophy assets but these rarely come on to the market and when they do, we see very strong interest from the Middle East market.

“We are also seeing Asian high net worth from Thailand and Singapore who are looking out for trophy assets here in the Maldives,” she said.

STR Senior Sales Manager – Central and South Asia, Karan Mahesh, then provided a key statistical update that noted most of the rate growth is coming from the higher-end hotels and there was an opportunity for midmarket to increase revenue further.

He also said food and beverage revenue

was growing across the nation, another sign hotels are maximising that opportunity, as also seen on a global level.

On the tourism outlook session, Maldives Airports Company Limited Managing Director, Ibrahim Shareef Mohamed, said the upgraded Velana International Airport facilities, including the all-new international terminal was expected to see more carriers fly to the nation and the return of others, like Malaysia Airlines during August.

The return of Malaysia Airlines after a 10-year hiatus – which has seen prices fall in half compared to previous levels – are already having a significant impact on inbound tourism for key markets like China and Australia via Kuala Lumpur.

On the operations outlook panel, moderated by THSA Managing Director, Rodger Powell, leading hoteliers from the across the nation – including Anantara Veli, Anantara Dhigu, Naladhu Private Island General Manager Michael Parker, Holiday Inn Kandooma Maldives General Manager Mark Eletr, The Ritz-Carlton Maldives Fari Islands General Manager Renato De Oliveira, La Vie Hotels and Resorts Head of South and South East Asia Shankar Sreekumar and JLL Hotels and Hospitality Group Vice President of Asset Management Jeanette Liam – looked at opportunities and challenges, including profitability, recovery of top line, demand and supply.

The final panel and one of the most anticipated, on the growth outlook for hotels, was moderated by JLL Hotels

and Hospitality Group’s Executive Vice President and Head of Transaction Advisory Services, Calvin Li, and it again proved the nation continues to be a hotspot for new developments alongside owners looking to rebrand.

The speakers – Accor Vice President Development, Singapore, Philippines, Japan, Korea and Maldives, Chris Cho; IHG Hotels and Resorts Senior Director, Development, South East Asia and Korea, Shi’ai Liang; La Vie Hotels Senior Director, Growth and Development Asia, David Wray; Marriott International Regional Vice President, Hotel Development, South Asia, Kiran Andicot; and MDC Investments LLC Chief Executive, Zayan Salih – were in synch on the growth opportunities and how much demand there is for the country.

“We see a great opportunity with our collection brands,” Andicot said. “That’s where the future lies for us in the Maldives.”

He said while there was a lot of talk around the midscale market, future growth was still a wait and see approach.

“It’s incredible how much the market has diversified,” Liang said.

Wrapping up the event, the 140 attendees enjoyed mocktails, beers and wines on the beach, with appropriately, overwater villas and the city of Malé as a backdrop.

The AHICE Maldives Hotel Investment Summit will return as a two-day event in August 2025, with venues to be revealed soon. n

ahiceconference.com/maldives

Experts says the Maldives has proven to be a resilient market

Japan’s ‘golden age’

AHICE FAR EAST ASIA DEBUTS IN TOKYO IN FRONT OF LEADING INVESTORS AND OPERATORS AMID A SEISMIC SHIFT IN JAPAN’S HOTEL INDUSTRY. JAMES WILKINSON REPORTS.

It’s one of the hottest hotels in Japan and on September 5, The Tokyo EDITION, Toranomon played host to the launch of the Far East Asia edition of the Asia Hotel Industry Conference and Exhibition (AHICE), where close to 200 investors, owners, operators and executives were in attendance to talk about some of the top trends and outlooks for one of the world’s most in-demand destinations.

The launch of AHICE Far East Asia –which attracted 23 local and global sponsors including IHG Hotels and Resorts, Marriott International, JLL, Outrigger, Wayfarer, FutureLog, Hilton, La Vie Hotels and Resorts, Seibu Prince Hotels and Resorts, Travel + Leisure, Watson Farley and Williams, Accor, CBRE, Hyatt, Luxury Escapes, QCC Collection, Radisson Hotel Group, SC Capital Partners, STR, The Ascott Limited, THSA, Dandelion Vineyards and Peroni – comes on

the back of significant demand for a hotel industry conference focused on investment and operations.

The AHICE Far East Asia launch event, held at The Tokyo EDITION, Toranomon, wasn’t just a success it was a seismic shift, signalling a golden age for Japan’s hotel industry.

The event, a precursor to the full two-day conference in 2025, drew an impressive gathering of close to 200 key players, including Japanese and international hotel groups, investors, developers, owners, and asset managers.

The hotel industry’s leading players were all represented, creating a platform for industry collaboration and conversations that’s never been seen in Japan before. Amid an atmosphere of shared excitement, the overwhelming message was that Japan is the place to be.

JAPAN: A GLOBAL MAGNET

The resounding sentiment echoed throughout the event was clear: Japan is the hottest destination in the world right now.

The country’s travel recovery has been remarkable, with inbound tourism experiencing a significant upswing. While international arrivals haven’t fully reached pre-pandemic levels, the slower recovery of outbound travel has created a unique advantage, boosting domestic demand and further fuelling the industry’s growth.

The market’s potential is undeniable, with a surge in Average Daily Rates (ADR) reflecting its attractiveness to hotel owners and operators.

According to Matthew Burke from STR, global leader in hospitality data benchmarking, the Big 3 cities (Tokyo, Osaka, and Kyoto) are leading the recovery, trading at a premium compared to other regions.

In fact, Tokyo’s ADR growth in local currency has doubled that of New York and London, and it boasts the highest Gross Operating Profit (GOP) in the APAC region, highlighting the market’s profitability.

The first AHICE Far East Asia was held at The Tokyo EDITION, Toranomon

“Japan’s hotel sector has defied expectations with a remarkable recovery, outstripping many global competitors,” Burke said.

“While occupancy levels are within 10 points of 2019 levels, it’s the sharp increase in average daily rates that truly demonstrates the market’s strength.

In Japanese Yen, ADR for the 12 months to June compared with 2019 is up 32%. The equivalent for USD is down 2%.

“The weakening of the yen has further boosted international demand, creating a dynamic and evolving landscape for hoteliers.”

THE INDUSTRY’S LEADING VOICES IN ONE ROOM

The event featured a dynamic program of short, engaging sessions, covering everything from Japan’s unique operational landscape to investment trends, development outlook, and keynote Q&As with industry heavyweights.

Seibu Prince Hotels’ CEO, Yoshiki Kaneda, emphasised the company’s commitment to Japanese hospitality and global expansion plans, including the recent opening of their first hotel under the Park Regis by Prince brand in Singapore.

JLL Hotels and Hospitality Group Managing Director – Head of Investment Sales

Japan, James Yukio Abe, underscored the attractiveness of the Japanese hotel market, with Tokyo leading the way in profitability.

Patience Capital Group Founder Ken Chan spoke about the tremendous opportunities in

the ski market, particularly with developments closer to major cities that will drive local and global travellers.

Two of Japan’s tourism leaders, Marriott International Area Vice President – Japan and Guam, Karl Hudson, and Delta Air Lines Managing Director and President – Japan, Victor K. Osumi, formerly of Marriott, had a lively and frank chat about the popular airline’s plans for Japan and expectations for the market.

Several panel discussions featuring the ‘who’s who’ of the industry delved into the

challenges and opportunities in the Japanese market, including the need for technology adoption, talent development, and the exciting future for diverse brands entering or expanding in Japan.

MARRIOTT INTERNATIONAL’S 100-HOTEL MILESTONE

Industry leaders and experts, including Marriott International APEC President Rajeev Menon, hailed Japan as an “incredible opportunity” and one of the most aspirational destinations in the region.

Delegates enjoyed numerous networking oopportunities

Delegates undertook site tours of top Tokyo hotels

As testament to this, Menon highlighted Marriott’s impending achievement of reaching 100 hotels in Japan, a testament to the growth in the market and underscoring the growing presence of international brands in Japan and their pivotal role in shaping the industry’s trajectory.

A ONCE-IN-A-LIFETIME TRANSFORMATION

IHG Hotels and Resorts Managing Director of Japan and Guam, Abhijay Sandilya, aptly described the current landscape as a “once-ina-lifetime change.”

The convergence of factors, including a tourism boom, the Government’s 2030 ambition, a weaker yen, and increased openness to foreign investment, has created an unparalleled environment for growth and innovation.

Panellists discussed the development outlook for Japan in 2024 and beyond

Sandilya added that the magnetic effect of loyalty programs offered by global hotel companies is growing number of travellers to Japan, and with less than five per cent penetration of international brands in Japan’s hotel landscape, there’s a big opportunity for global companies to grow their footprint.

He evidenced this by highlighting the significant growth IHG has seen in this market in recent years and signalled that he expects this growth to accelerate in coming years.

A TASTE OF THE BIG ANNUAL EVENT TO COME

AHICE Far East Asia 2025 is more than just a conference; it’s a movement that will shape the future of Japan’s hotel industry, distinguishing

itself from other industry events by focusing on bridging the gap between Japan and the international market.

It aims to educate and facilitate collaboration, addressing key challenges such as cultural nuances and guest experiences.

With its unique focus on collaboration, education, and innovation, it is uniquely positioned to chart a course for sustainable and inclusive tourism development in Japan.

The 2024 launch served as a teaser for the highly anticipated annual event, which will be held in Tokyo in September 2025 and then in Kyoto in September 2026.

With more than 500 attendees expected, next year’s full, two-day conference will foster collaboration and knowledge exchange on an unprecedented scale, promising to be the unmissable highlight of Japan’s hospitality calendar.

“AHICE has rapidly become the premier forum for operations and investment in the hotel industry, uniting the region’s top hospitality, aviation, travel operators and other stakeholders,” Marriott’s Hudson said.

“Together we will learn, inspire and map the exciting future of the travel landscape in Japan and beyond.

“We look forward to welcoming attendees from around the world to connect, network and contribute to the expansion of the travel and hospitality sector in Japan and the AsiaPacific region.”

IHG’s Sandilya added: “This event will create an environment for collaboration and knowledge sharing amongst industry peers and will provide another avenue to support the continued development of a growing sustainable and thriving industry.”

AHICE and Design Inn Global Conferences Group President and Chair, James Wilkinson, shared his enthusiasm.

“The overwhelming success of the AHICE Far East Asia launch event is a testament to the vibrancy and potential of Japan’s hotel industry,” he said.

“We’re thrilled to provide a platform for industry leaders to connect, collaborate, and shape the future of hospitality in this remarkable market.

“The energy and enthusiasm in the room were palpable, and we can’t wait to build on this momentum at the full conference in 2025.”

Attendees can look forward to keynote presentations and in-depth panel discussions by leading industry, government and tourism leaders, on market trends, investment strategies, and development opportunities, sitting alongside a program of site tours, media roundtable and gala networking events. n http://ahiceconference.com/fareastasia

Delegates networking over drinks at The Tokyo EDITION, Toranomon

Sean Connolly is behind the creations at QT Singapore’s food and beverage creations

Culinary experiences

WITH CAFES, BARS AND RESTAURANTS PROVING TO BE A CRITICAL REVENUE DRIVER FOR HOTELS, OWNERS AND OPERATORS ARE INVESTING HEAVILY IN TALENT, TECHNOLOGY, DESIGN AND EXPERIENCES TO TAKE THEIR OFFERING TO THE NEXT LEVEL.

QT calls on Connolly for Singapore’s Cygnet

QT Singapore has enlisted award-winning chef and restaurateur, Sean Connolly, as its Creative Director of Food and Beverage – the brains behind a number of signature dining experiences at the new hotel.

Cygnet, an ‘approachable’ all-day bar and grill embodies a buzzing Manhattan steakhouse, while the Rooftop at QT, already recognised in Australia and New Zealand, offers refreshing cocktails and an extensive beverage list in an open-air setting.

“QT Hotels have consistently redefined hotel food and beverage experiences and I’m excited to introduce to Singapore – a haven for food

enthusiasts – an approachable bar and grill experience in the form of Cygnet,” said Connolly.

“Cygnet and Rooftop by QT promise to enhance the already vibrant local food and beverage scene, and perfectly complements the eclectic ambience that awaits guests at QT Singapore.”

At Cygnet, QT’s curated music and an expert service team will create a warm ambiance, while the menu will deliver top-quality proteins and produce with rich flavours, alongside a New York-inspired cocktail offering and extensive wine list.

PROCURE-TO-PAY SOLUTIONS FOR THE HOSPITALITY INDUSTRY

Designed by hoteliers for hoteliers, our comprehensive suite of market-leading P2P software solutions brings automation, efficiency and simplicity to the entire procure-to-pay process.

ORDERING

Simple, streamlined ordering with all supplier product ranges in one place.

RECIPE MANAGEMENT

Easy recipe and menu creation, POS connectivity, robust costings & reporting.

BUSINESS INTELLIGENCE

In-depth analytics, trend identification, rich visualisations & actionable insights.

CAPEX MANAGEMENT

Intuitive, efficient financial planning, with clear status overviews and activity logs.

INVENTORY MANAGEMENT

Reliable, real-time stock overviews, master data handling and easy in-house transfers.

CONTRACT MANAGEMENT

Secure, audit-compliant digital archive with automated notifications and easy retrieval.

INVOICING

Centralised, AI-powered invoice processing with transparent approvals.

BUDGETING & EXPENSE MANAGEMENT

Real-time tracking and intuitive monitoring of expected and actual budgets.

Dinner with a side of history

Located at the former historic HM Pentridge Prison in Coburg, North and Common restaurant has teamed up with their neighbours at the National Trust to host two dining and tour experiences.

Those curious to find out what lies behind the bluestone walls can choose between an evening or daytime experience that not only explores the fascinating history of Pentridge Prison but pairs it with a delicious dining experience at the hatted restaurant – North and Common – a new, cosy, fire-lit restaurant in the former prison Mess Hall.

History buffs and foodies alike can choose from either a Thursday night dinner at North and Common followed by and National Trust Pentridge Prison Tour, or a Saturday lunch at North and Common followed by a National Trust Pentridge Prison Tour.

Both experiences start with a 2-course menu featuring Chef Abhi Dey’s favourite dishes, before embarking on a Tour of H Division where guests will uncover and explore some of the more notorious chapters in Australian penal history.

North and Common diners can now take part in a post-dinner tour of Pentridge Prison

Automated systems saving costs

For hotel operators managing geographically dispersed properties, achieving consistent purchasing practices and controlling costs is a persistent challenge. Haka House in New Zealand – a collection of design-driven hostels in diverse and remote locations – faces this exact scenario. In response, FutureLog introduced a cutting-edge solution that transforms complex, multi-site operations into streamlined, efficient systems with measurable results.

FutureLog’s automation capabilities eliminate the inefficiencies of manual data entry by consolidating purchasing information across multiple locations into a centralised Procure-to-Pay platform, resulting in smoother operations and significant cost savings.

The system integrates real-time purchasing data with recipe management, giving operators precise control over ingredients, costs, and portioning. This ensures that every property, regardless of location, delivers consistent quality while maintaining optimal food costs.

The mobile app gives managers real-time visibility and control, wherever they are, allowing quick decision-making and rapid responses to evolving needs. Additionally, business intelligent reporting capabilities provide detailed analytics on key metrics such as purchasing trends and operational performance.

“The mobile app procurement tool has made managing inventory and orders a breeze, letting our team concentrate on our guests,” said, Haka House, VP Commercial Projects New Zealand, Clinton Lovell.

“With FutureLog’s reliable customer support, our operations run smoother and more efficiently every day.”

Chef Abhi Dey’s creations at North and Common

IMPACTFUL EVENTS

With 24 distinct event spaces on site, Oaks Cypress Lakes Resort offers meetings and events with a difference.

Situated in the heart of the Hunter Valley, just two hours from Sydney and an hour from Newcastle Airport, Oaks Cypress Lakes Resort seamlessly combines natural beauty with top-tier event, meeting, and conference facilities. Surrounded by over 150 premium wine producers, boutique breweries, and local gourmet delights, the resort provides an ideal setting for any occasion – from intimate corporate retreats to grand conferences and gala events.

The resort offers a versatile conference centre designed to host a wide range of events, ensuring active delegate engagement through natural lighting, healthy food options, private breakout spaces, and diverse onsite leisure activities. Guests can enjoy premium amenities, including a Golf & Country Club, restaurants, bars, swimming pools, tennis courts, and luxurious on-site accommodations.

Accommodation options include thoughtfully designed one, two, and three-bedroom villas, each offering stunning views of the rolling golf greens, vineyards, and the majestic Brokenback Mountain Range. The resort’s array of leisure activities includes hot air ballooning, worldclass golf, gourmet cooking classes, spa retreats, and visits to local wineries and restaurants. Elysia Wellness Retreat further enhances the experience with spa treatments, wellness workshops, and team activities like yoga or Tai Chi.

With 24 distinctive event spaces, the resort can accommodate groups ranging from 10 to over 3,500 delegates. Each space is designed with flexibility in mind, offering tailored setups, abundant natural light, open spaces, and breathtaking views. For larger gatherings, custom-built marquees can be arranged on the resort’s expansive grounds.

Oaks Cypress Lakes Resort is renowned for its customised event menus, perfectly paired with the finest wines from the region. The culinary team works closely with clients to craft menus that meet specific needs, ensuring every detail is meticulously planned and flawlessly executed. With the signature Oaks hospitality, any event at Oaks Cypress Lakes Resort promises to be a memorable and impactful experience.

For further information or to book your next event, speak with Jennah Till at: P: +61 2 4993 1555 E: EV5cypresslakes@theoaksgroup.com.au

Oaks Cypress Lakes Resort is located in the heart of New South Wales’ Hunter Valley

The resort can accommodate groups ranging from 10 to over 3,500

Old-world glamour in Sydney’s CBD

Housemade Hospitality has curated a multi-venue drinking and dining offering at Sofitel Sydney Wentworth with the arrival of two bars and two restaurants within the 5-star hotel.

Tilda, a ground floor restaurant on Phillip Street, led by Head Chef Nathanael Merchant (ex-Bentley, The Ledbury London) will serve up Australian seafood roasted in a charcoal oven.

The 110-seater venue includes a 12-person private dining room and an adjacent Bar Tilda, where signature cocktails will be served and personalised whisky-tasting experiences offered.

Delta Rue on Level 5 will be a 150-seat Vietnamese-French restaurant, complete with a champagne bar.

Also on Level 5, Wentworth Bar accommodates 250 guests and features a lush rooftop terrace.

“We want to bring old-world glamour back to hotel drinking and dining in Sydney and restore the reputation it had in decades past,” said House Made Hospitality Director, Justin Newton.

“Despite each destination offering a unique experience, each bears House Made Hospitality’s hallmarks of great food and good times in an electric environment.”

Marriott’s Luxury Group Dining Series will feature over 55 top F&B leaders

Marriott celebrates the flavours of Asia Pacific

Mariott International is running a multi-city dining series spanning 25 luxury hotels across Asia Pacific from September to November 2024.

The Luxury Group Dining Series presents bespoke dining experiences crafted by over 55 F&B talents from across the region in six cities.

Marriott International Managing Director, Luxury, Asia Pacific (excluding China), Oriol Montal, said the series caters to the “growing appetite for immersive gastronomic experiences among affluent travellers”.

“The Luxury Group is always striving to anticipate and exceed the evolving needs and preferences of global luxury travelers,” he said.

“The series encapsulates and celebrates our highly contextualized brand experiences curated for our guests in these most desired destinations.”

Six luxury hotels have been handpicked for the series including The Ritz-Carlton, Tokyo, The St. Regis Bali, The Ritz-Carlton, Melbourne, The Athenee Hotel, Bangkok, and The St. Regis Mumbai.

Tilda is one of four new food and beverage venues at Sofitel Sydney Wentworth

NEWbeginnings

PARK

HYATT AUCKLAND

CHIEF CONCIERGE,

NIKOLAS  ADAMS, DISCUSSES HIS RETURN TO AUCKLAND AND WHAT GUESTS ARE SEEKING IN THE CITY OF SAILS.

Tell us about your experience of returning to Auckland from Australia?

After returning to Auckland, it was important to touch base with new operators and learn about new products. A lot has changed in 10 years, not only in Auckland but also the surrounding areas. It was great to see the growth of the tourism industry in New Zealand.

How has the city recovered from the Covid-19 downturn?

Auckland is making a great recovery post Covid with record number of overseas guests and cruise ships visiting Auckland. The CBD is also going through a rejuvenation with a new underground rail link coming online shortly, new eateries opening and tour operators starting. With the Les Clefs d’Or New Zealand Tourism Expo coming up in October it will be a great opportunity to meet them.

What are the main activities that guests are interested in when visiting Auckland?

Visitors are really interested in our fantastic and unique scenery – from visiting rainforests, waterfalls and climbing volcanoes to spending a day on Waiheke Island with its wineries and stunning beaches. We are lucky to have all of these within easy distance of Park Hyatt Auckland.

What do you particularly enjoy about living and working in Auckland?

Auckland offers a unique blend of urban convenience and natural beauty that is very appealing. The ease of accessing such varied landscapes, whether for a quick hike or a day at the beach, adds a refreshing balance to city life. Overall, Auckland’s blend of natural beauty, cultural vibrancy, and high quality of life make it a genuinely enjoyable place to live and work. n

Future plans

Peter McBrearty, Les Clefs d’Or

THIS YEAR THE Les Clefs d’Or Australia National AGM was held for the first time ever in Hobart, where we were given a warm welcome to The Tasman Hotel by General Manager Stephen Morahan and Chief Concierge James Nobleza, before spending the day reviewing our local, national and international activities for the past year, and discussing plans for the next 12 months. We thanked our outgoing office bearers and welcomed the new, including new President Dean McWhinney, Secretary Nathan Brown, and Treasurer Peter Brown, along with our new State Directors.

Our Queensland members recently applied a little lateral thinking to the already successful Tourism Expo concept we operate in Perth, Sydney and Melbourne, and decided to conduct their inaugural Cuisine and Vineyard Expo, which was held at the Imperial Hotel Gold Coast, with the invaluable support of General Manager Richard Clarke, who was on hand to welcome attendees along with Chief Concierge Shane Edwards. Not only was the event successful, but it also raised approximately $2500 for charity The White Cloud Foundation, and our Queensland members are now looking to include it as a regular fixture on their state event calendar.

Finally we would like to congratulate three of our Sydney members, Catherine de La Rocha Espinoza of the Four Seasons Sydney, Luis Marques of Sofitel Sydney Darling Harbour, and Hidetaka Tanaka of The Porter House Hotel Sydney – MGallery and Castle, who took time off from running around delivering premium service to their guests, to run in the City2Surf marathon and raise $2473 for charity St Anthony’s Family Care –an effort which was doubly impressive for those of us who would have trouble running from our desks to the front door.

Living

DESIGN

A

NEW ARRIVAL ON AUCKLAND’S HOTEL SCENE IS INCORPORATING INDIGENOUS FLORA TO RECONNECT GUESTS WITH NATURE AND PROMOTE A CALM, CLEAR ENVIRONMENT. RUTH HOGAN REPORTS.

As hotels strive to outdo each other on sustainability, designers are embracing biophilia in a bid to reconnect humans with nature.

Singapore hotels are a prime example of the power of biophilic design in achieving sustainability targets.

Earlier this year, Pan Pacific Hotels Group (PPHG) became the first Singapore hotel group to attain Global Sustainable Tourism Council (GSTC) Multi-Site Certification across all eight of its properties in the region.

More recently, Far East Hospitality achieved the highest number of GSTC certified hotels under one hospitality group in Singapore with all 16 of its hotels in the country granted certification. Biophilic design is a common theme across both hotel portfolios.

Living Future Institute Australia describes biophilic design as “the practice of connecting people and the natural world of which people are part – within our built environments and communities”. The incorporation of plants and trees in and around buildings is the most obvious application of this in the hotel landscape.

In New Zealand, the new Hotel Grand

Chancellor Auckland (HGCA), which opened in September, embraces this design tactic.

The 4.5-star hotel – the brand’s first newbuild hotel in New Zealand – incorporates native indigenous flora into its laneway, courtyard and western facade.

“On the ground floor, guests are surrounded by native coastal flora and textured stone as they enter a cobbled laneway from Wellesley Street,” says Ignite Architects.

“Inside, a trellis of lush forest greenery

climbs 10-storeys high from the central garden courtyard.

“While the choice of flora brings New Zealand’s great outdoors to guests’ front doorstops, it also reflects the site’s connection to its historic forest setting and its proximity to the harbour.”

Tasked with bringing the natural world to life in this 12-storey hotel is GreenAir – a company with 25 years of experience in biophilic design.

“Nature makes us feel happy, grounded, and at ease,” Green Air Managing Director, Simon Chamberlain, tells HM

“Biophilic design taps into this deep-rooted connection, seamlessly blending the natural world into architecture and interiors to create nurturing and inspiring environments that reconnect us with nature.”

Chamberlain says hotels’ approach to greenery is evolving in line with greater awareness of the environment.

“Globally, hotels are increasingly eager to incorporate nature into their spaces, moving away from manicured gardens to create more natural, unclipped, and wild ecosystems,” he said.

“This holistic approach fosters habitats for birds, insects, bees, and butterflies, ensuring that buildings are in harmony with nature – a trend we see as the future of the industry.

“HGCA is a prime example of an international brand harnessing the power of nature. The Auckland project is setting a new

Vllage Hotel Sentosa by Far East Hospitality was recently awarded GSTC certification along with the group’s entire Singapore portfolio

Green Air has created a ‘living wall’ in the new Hotel Grand Chancellor Auckland

standard for how nature can be integrated into the hotel sector.”

The design themes applied at Hotel Grand Chancellor Auckland were determined in collaboration with cultural advisor Carin Wilson.

Four innovative planting solutions were applied: green facades, a green wall, circular wall planters and floor-standing plants

The green facade consists of 10 large planters – two on every second level, across 10 levels of the twelve-storey building. The planters are over 2.5m long and suspended by large steel beams across an opening in the facade of the building.

Beyond the aesthetic transformation, Chamberlain says biophilia means healthier air.

“Our plants act as natural air purifiers, removing up to 37% of airborne pollutants, absorbing carbon dioxide, and releasing fresh, clean oxygen,” he said.

“Breathing in this revitalised air invigorates both body and mind, promoting overall health and wellness.

Biophilic design is a strong theme in Pan Pacific Hotels Group’s Singapore properties

“As urban populations grow, the demand for sustainable infrastructure becomes ever more critical. Through biophilic design and our green infrastructure, and urban plantscapes, we can reduce energy consumption, lower carbon footprints, improve air quality, and promote biodiversity – fostering ecosystems that are essential for life on Earth. Creating buildings that breathe life into our cities.”

Additionally, the green wall provides

acoustic benefits by acting as a natural sound barrier, reducing noise pollution and creating a quieter, more peaceful environment. This all leads to a calm, comfortable and relaxed environment for guests.

Chamberlain says the true value of GreenAir’s work lies in its multi-functionality, offering a range of social, economic, and environmental benefits.

“By building with nature, we address urban and climatic challenges while creating healthier spaces for living, working, and visiting,” he said.

“By reconnecting people with their innate connection to nature, we uplift human potential and nurture overall well-being. We not only satisfy our inherent desire for connection, but also enhance our well-being and uplift our potential.

“Plants inspire creativity, improve problemsolving skills, and boost productivity by up to 15%. They’re also a natural remedy for mental well-being, reducing stress by 37% and alleviating symptoms of anxiety and depression by 57%.” n

HEAD-TO-HEAD on loyalty

IN AN INCREASINGLY COMPETITIVE LOYALTY LANDSCAPE, ASCOTT IS GOING HEAD-TO-HEAD WITH MULTINATIONAL HOTEL GROUPS BY TAPPING INTO DEMAND FOR EXPERIENTIAL TRAVEL AND SPORTS TOURISM, THE ASCOTT LIMITED CHIEF COMMERCIAL OFFICER, TAN BEE LENG, TELLS RUTH HOGAN

The hotel loyalty landscape has never been so competitive, with guests faced with more choice than ever before on where to stay –and, more importantly, why. The ‘why’ has long centred around practical factors such as location, price and comfort but, in recent years, loyalty offerings have presented guests with another motivating factor to influence the decision on where they lay their head. As a result, hotel groups are exploring new and creative ways to turn heads with the latest, most enticing loyalty proposition.

Five years into its global loyalty journey with Ascott Star Rewards (ASR), Ascott is taking its offering to new heights, launching a refreshed brand promise, Stay Rewarded, earlier this year, with access to exclusive global events, from motorsport to tennis championships, as part of Ascott Privilege Signatures.

“We see loyalty as a key driver of growth for the business,” The Ascott Limited Chief Commercial Officer, Tan Bee Leng, told HM

“We see tremendous opportunities in the experiential travel space, in which travellers prioritise their time and money on authentic and immersive experiences.”

THE POWER OF SPORT

Sports tourism, which has gained significant mass appeal in recent years, is one area of experiential travel that Ascott is honing in on. In July, the lodging business launched a global partnership with Chelsea Football Club, tapping into a global fanbase of 600 million people worldwide.

“This is one example in which we are collaborating to co-create unique and impactful experiences for our guests,” Tan said.

“With Ascott’s strong network in Asia, we are well positioned to combine our resources and expertise to deliver impactful and memorable experiences in our shared core markets across Asia Pacific, Europe, and the US.”

As part of the partnership, Ascott will assume management of the 232-unit hotels at London’s Stamford Bridge later this year before rebranding as Lyf Stamford Bridge London in the second half of 2025, serving as an anchor showcase of Ascott’s hospitality to Chelsea fans from around the world.

Ascott has inked a multiyear global partnership with Chelsea Football Club

ASR promotions and activities are underway with ticket giveaways held for Chelsea’s first match of this Premier League season in August and a series of matchday hospitality packages ranging from general access to private VIP box access for key Chelsea matches taking place at Stamford Bridge. Future activations will bring fans behind the scenes of the famous footballing action with exclusive VIP visits to The Blues Cobham Training Ground as well as meet-andgreet sessions with Chelsea players.

“We are committed to bringing overseas fans closer to their favourite football club,” Tan said.

“As the presenting partner of Chelsea’s flagship international fan engagement event, the Famous CFC, fans and loyal guests alike can expect to meet with Chelsea legends in two international markets, which will be announced in due course.”

In Australia, Ascott is set to leverage the star status of Chelsea and Matildas’ icon Sam Kerr amid a heightened interest in women’s football driven by major league success and the FIFA Women’s World Cup, which took place in Australia and New Zealand last year.

“Banking on the Chelsea women’s team success at the highest levels, including winning multiple Women’s Super League titles, and the global star power of Australian forward Sam Kerr, we are also planning brand activations to tap into the growing female sports fan base in Australia and beyond,” Tan added.

Beyond football, Ascott took its Ascott Privilege Signatures courtside with the launch of its first global event for Platinum tier ASR members and owners in July at The Championships at Wimbledon 2024, where

Ascott

Privilege Signatures will hold local experiences for members and owners in key cities around the world

they enjoyed an afternoon of fine dining at Le Gavroche at The Lawn helmed by world renowned chef Michel Roux Jr.

The second event took place at Singapore’s Formula 1, with top spending ASR members invited for a weekend at the exclusive Ascott Privilege Signatures Lounge located at the iconic Singapore Flyer, gaining coveted vantage points of the famous motor racing event.

Alongside these major global events, Ascott Privilege Signatures will hold local experiences in key cities around the world and allow ASR members to earn air travel rewards.

“Members will soon be able to earn frequent flyer miles on all eligible direct bookings made via DiscoverASR.com, Discover ASR mobile app as well as via email or phone through Ascott’s key airline partnerships,” Tan said.

“In addition, purchases of tours and activities via the ASR platforms will also be entitled to ASR points – delivering on our loyalty programme’s promise for members to Stay Rewarded.”

POSITIONED FOR GROWTH

As part of its Brand 360 strategy, Ascott is positioning its suite of 14 brands to cater to a diverse range of traveller demographics through brand stories and signature experiences. The Unlimited Collection is the latest brand in the portfolio to refresh its offering, leaning into the cultural charm of its properties.

Tan says it’s about recognising emerging trends and the shifts in traveller expectations to curate meaningful experiences for guests.

“Each brand under our portfolio has a distinct value proposition,” Tan said.

“Our Lyf brand is based on the unique

experience-led social living concept. Designed for digital nomads, technopreneurs, creatives, and self-starters, Lyf is a place where connections are forged and communities built.

“The Oakwood brand on the other hand, caters for comfort at the core of well-being and aims to provide the comforts of home and beyond to guests, no matter where their journeys lead to.

“In Ascott’s portfolio are also two collection brands designed to cater to guests who prefer to stay in independent upscale hotels with distinctive characteristics and unique stories, namely The Crest Collection with a focus on heritage and The Unlimited Collection with an emphasis on cultural charms.”

With its sights firmly set on becoming a top player in the global hospitality landscape, Ascott is broadening its reach through inmarket activities for regional growth and expansion into strategic markets, recently adding six new properties totalling about 1,000 units, to its European portfolio.

“Europe is a strategically important market to Ascott in our quest to become a leading global hospitality player,” Tan said.

“In fact, we were one of the earliest Singaporean hospitality companies to enter Europe in 1999.”

Since acquiring Citadines in 2004, Ascott has scaled up its presence and established flagship properties in gateway European cities such as London, Paris and Amsterdam.

“This has allowed us to build brand recognition and credibility, paving the way for our brands to expand to cater to a global audience,” Tan said.

“Our portfolio in Europe now features over 60 properties, including both operating and in the pipeline.” n

Tan Bee Leng, The Ascott Limited

One OF A KIND

WITH EXPERIENTIAL TRAVEL IN HIGH DEMAND, THE FUTURE REMAINS BRIGHT FOR BOUTIQUE HOTELS, ACCORDING TO KEY DEVELOPMENT EXPERTS.

ACCOR

Brett Forer, Vice President Development, Pacific

DURING MY 16 years in development at Accor, I’ve witnessed the incredible surge in demand for boutique and collection brands. These segments are now among the fastest growing in the hotel industry, with the luxury, premium and midscale categories all seeing rapid expansion. Guests today are not just looking for a place to stay; they are socially connected, worldly travellers seeking personalised, authentic, and uniquely local experiences.

Whether in city or regional locales, hotels that offer a unique identitybe it through distinctive design, rich heritage, or an exceptional location - are captivating travellers who desire more than just accommodation. They seek accommodation that elevates their travel experience and provides a sense of occasion.

Ennismore, the fastest-growing lifestyle hospitality company where Accor holds a majority share, exemplifies this trend. We are thrilled to introduce three highly anticipated hotels in Australia over the next year – 25hours Hotel The Olympia in Sydney, Mondrian Gold Coast and Mondrian Residences Gold Coast at Burleigh Heads, and Hyde Perth –all making their Australian debut in 2025. In New Zealand, Ennismore will open JO&JOE Auckland next year.

Our new Handwritten Collection brand is also perfectly positioned to capture the growing demand in the boutique market. This global portfolio of unique hotels enriches our collection brands segment, with three new additions in Australia alone: Hotel Morris Sydney, Hotel Woolstore 1888 Sydney, and Wonil Hotel Perth.

Additionally, our Tribe brand, known for its high-growth trajectory across the globe, caters to lifestyle travellers who value well-curated spaces. This year, we are excited to debut Tribe in New Zealand with the opening of Tribe Auckland.

Accor has become a partner of choice for leading ownership groups and independent hotel owners, drawn by our unmatched brand spectrum, strong global commercial distribution channels, and seamless transition processes.

There is strong interest in our Ennismore, boutique and collection brands, and we are actively exploring numerous opportunities to expand these unique offerings across the Pacific. As we continue our growth, we remain dedicated to delivering exceptional experiences that resonate with today’s discerning travellers.

Accor boutique brand Tribe is set to debut in New Zealand this summer

BWH HOTELS AUSTRALASIA

Rod Munro, Managing Director EXPERIENTIAL TRAVEL AND emotional connection continue to be drivers in travellers seeking boutique and lifestyle hotels. With the increased demand for personalised stays and one-of-a-kind services, developers are profiting from the boutique trend. Hotels have become the springboard for guests to encounter a destination’s food, art, fashion and entertainment, with the property acting as an experience in its own right.

In recent years, the industry has seen a subtle shift from large scale hotel developments to smaller, personalised boutique hotels and extended stay accommodations.

BWH has responded to this shift and has seen increased demand for soft brand products as hoteliers seek out the distribution channels of powerhouse brands to achieve higher occupancy, ADR and RevPar while maintaining their own exclusive identity.

Characterised by their focused design elements, intimate scale and overall cool factor, BWH Hotels boasts hard and soft boutique hotel brands tailored to the developer’s needs: Aiden and WorldHotels Collection encompassing WorldHotels Luxury, WorldHotels Elite, WorldHotels Distinctive and WorldHotels Crafted.

As brands centred around distinctively immersive experiences capturing the spirit of the destination, WorldHotels Collection and Aiden properties around the world create an emotional connection with their guests. With no two properties alike, the brands showcase a distinctive identity that draws from the destination it’s in.

As a segment that continues to grow, BWH Hotels

Asia Pacific boasts an expanding pipeline of Aiden and WorldHotels Collection properties which is set to boost the brand’s growing portfolio of lifestyle and boutique hotels.

EVT

Norman Arundel, Director of Hotels and Resorts IN AN ERA where consumers are under increased cost-of-living pressures, the boutique hotel sector remains a vibrant and expanding part of the hospitality landscape. At EVT Hotels & Resorts, we are witnessing firsthand that the demand for boutique accommodation offerings is not only holding steady but continuing to grow.

The appeal of boutique hotels lies in their ability to offer unique, personalised experiences that elevate holidays and business travel into memorable occasions. Despite the current economic pressures, many consumers are prioritising spending on special experiences, often choosing boutique hotels for their charm, individuality, and the sense of exclusivity they provide.

EVT is proud to be actively expanding our higher end boutique hotel portfolio with distinguished properties such as The Old Clare and Harbour Rocks Hotels in Sydney, The Inchcolm in Brisbane, as well as the recently

BWH Hotels’ WorldHotels Distinctive brand continues to gain momentum globally

added Alex Hotel in Perth. These additions not only enhance our overall EVT Hotels & Resorts offering, but also reflect our commitment to maintaining the highest standards in boutique hospitality.

Equally important is our dedication to the mid-market segment, where we are making strides with The Ultimo in Sydney, the newly refurbished Pensione Perth, and Hotel Motel in Adelaide. These properties exemplify how boutique hotels can cater to diverse budgets while still delivering exceptional, unique experiences.

The future for boutique hotels is bright. With ongoing investments in both luxury and mid-market segments, EVT Hotels & Resorts is poised for continued growth in this dynamic sector, fulfilling the desires of travellers seeking both uniqueness and value in their stays.

TFE HOTELS

John Sutcliffe, Director of Development BY DEFINITION, A boutique hotel is “the only one of its kind and unlike anything else” and, whilst it is clear that the hotels in our Collection portfolio belong, the one thing that they all have in common is their individuality. Each hotel fits perfectly within its location, due to the vision of their owners.

For TFE, the Collection portfolio has never been stronger with The Eve Hotel Sydney set to open in the Wunderlich Lane lifestyle precinct in Surry Hills/Redfern neighbourhood later this year. Hot on its heels, the Hannah St. Hotel is on track to open in Melbourne’s Southbank neighbourhood in 2025.

Whilst these properties face the same headwinds as most construction projects in the current environment, pleasingly there is no decline in the attraction of our Collection brand. TFE is continually

The Hannah St. Hotel is on track to open in Melbourne’s Southbank in 2025

QT Singapore is gearing up for opening

being approached by developers seeking a genuinely unique hotel brand, and we continue to progress the design of soon-to-beannounced design-led Collection hotels across Australia and New Zealand.

Collection hotels help to create destinations that are unique to their location, where these exceptional, one-of-a-kind hotels act as a keystone to large neighbourhood precincts. This, along with unsurpassed service aligned to each locale, results in market leading revenue performance and substantial returns for owners. This market performance coupled with TFE Hotel’s continued focus to align commercial terms with owner’s requirements, mitigates current challenges and enables hotel opportunities to stack up.

TRIO CAPITAL

Kyu Baek Kim, Vice President

THE DEMAND FOR boutique hotels continues to rise, extending into the upscale and midscale segments. This shift is evident as global operators, such as Accor with Handwritten Collection and Wyndham with Trademark Collection, move downstream. Corporate giants like Hilton and Hyatt are also entering this space by acquiring or partnering with boutique brands, but it remains to be seen whether these recent acquirers can preserve the unique character of these properties.

Experiential travel is another key trend, especially in leisure markets, where consumers are increasingly valuing unique experiences and gravitating towards quality offerings, as seen at Mamaka by Ovolo in Bali.

In terms of opportunities, hotel conversions are becoming more attractive due to high construction and financing costs. This is particularly true for tired, generic hotels in need of reinvention, especially in markets where boutique and lifestyle options are still emerging. Similarly, smaller, independent hotels struggling to keep pace with new trends or considering an exit post-Covid also present potential for conversion.

However, challenges persist, including a lack of liquidity pressure to facilitate value-add plays at the asset level, a bidask price gap, and a lack of transactional activity in recovering markets like Bali and Phuket. Additionally, high development costs further hinder the initiation of new projects, reinforcing the trend towards conversions, as noted with larger players strategically moving into this space.

The B-Duck Room at Southside by Ovolo in Hong Kong

SALTER BROTHERS

Matt Harris, Director, Development

THE BOUTIQUE HOTEL segment, characterised by its intimate size and unique style, has seen a significant rise in popularity over the past decade.

As travellers increasingly seek out personalised experiences and distinctive accommodation, boutique hotels have emerged as a preferred choice for many.

This dynamic segment is often driven by strong demand and new openings, where guests are seeking unique, local, sustainable, personalised and immersive service and experiences. Where previously confined to regional areas (country or beachside retreats), urban offerings are now prevalent.

By catering to specific segments, such as millennials, solo travellers, couples, or business travellers, boutique hotels can create niche markets. Focusing on a target audience, boutique hotels can tailor their offerings and marketing strategies to meet their needs and preferences, as well as create a loyal customer base. Boutique hotels can also differentiate themselves by adopting a specific theme, concept, or style, that appeals to their niche market.

Boutiques present a number of other opportunities. Personalised

wellness offerings create unique experiences and often increase stay length. Many boutique hotels are also enhancing their dining options to include local cuisine, prepared with locally sourced ingredients. Some of the ongoing challenges include strong competition, unknown branding and lack of loyalty programs.

Sustainability is a key consideration for guests within the boutique segment, but it’s not just about eliminating single use plastics at Salter Brothers. A key pillar is our approach to sustainable regeneration of existing buildings either through value adding to the properties we acquire or adaptive reuse. This is also one of the hallmarks of sustainable boutique resorts and hotels. By breathing new life into historic buildings and revitalising forgotten spaces, these assets reduce their environmental footprint and add character to their offerings.

Salter Brothers’ progressive move into retreat/boutique style properties indicates confidence in the market. Within our portfolio, we have employed a strategic approach to the boutique properties acquired, where value add results in positive outcomes for owners and guests alike. In our retreat fund, we are currently working on uplifts at Lilianfels, Milton Park, Kingsford and across the Spicers portfolio. On completion, these properties will balance environmental stewardship with luxurious boutique experiences. n

Salter Brothers is growing its collection of luxury boutique properties

LEADERS OF TOMORROW

MERCURE SYDNEY MANLY WARRINGAH GENERAL MANAGER, SCOTT BEAR, ON THE POWERFUL MENTORS IN HIS CAREER JOURNEY AND WHY THE INDUSTRY NEEDS AN IMAGE SHAKEUP.

How did you get started in the hotel industry?

I initially wanted to pursue Marine Biology as a career, but during a trip to Las Vegas I met the General Manager of Mirage Casino and fell in love with his passion and what he does every day. I then was fortunate to get a taste of the industry by completing a three-week internship in my final year of school at Park Hyatt in Sydney. During these three weeks I got to work across all departments and truly felt that my passion was in hospitality.

What’s the most rewarding part of your job?

I find it extremely rewarding when we have a positive impact on someone that stays with us. People stay in hotels for thousands of reasons, and it is our privilege to ensure their experience is valuable and memorable. Especially in recent times with cost of living and pressures on financials, people are becoming more selective in their purchases so if they find value in their experience with us, it’s a job well done. From a colleague perspective, to have an impact on someone’s development and see them become a leader within the business is an honour. Being a committee member of Young Hotel Leaders has also added to this rewarding experience by

having the ability to connect people across the industry, open new doors of opportunities and build a community of likeminded individuals.

Do you have a career mentor or support network?

Throughout my career I have been lucky enough to have key figureheads who have guided me with decisions, provided points of reflection and mentored me to where I am today. At a young age, I was able to lean on mentors like Patrick Hardy, Bob East, Scott Boyes and Marc Von Arnim and learn from their experiences which has been vital in my progression. However, as my career has progressed, I have been fortunate to have an amazing support network with similar experience which help me get through key decision making and obstacles to overcome. The likes of Morgan Meredith, Anthony Metcalfe, Nick Van Der Werff, Stephanie Lopesi, Kay Goodman and my current boss, David Criss, have all been so important in supporting me to reach my goals, keep me focused and aligned with the direction I wish to head in my career and personal life, each bringing their own unique perspective.

Who inspires you professionally?

I’ve had many great, and not so great, leaders in my career, but one that inspires me is Anthony Metcalfe. Recently promoted to Hotel Manager of Capella Sydney, Anthony is a young and inspiring leader within our industry. I’m inspired by the way in which he leads his team, communicates important messages, develops those around him and holds accountability for the success and more importantly, failures of his team. He carries many qualities that I wish to possess both professionally and personally and I am very

fortunate to have him as someone I can go to for advice even though we have not worked together for six years.

What’s the best career advice you’ve received?

The best advice I’ve ever received is to work for the job that you want, not the job that you have. Too often we get caught up in where we currently sit and, if hitting results, become complacent in how we work. It’s always important to set goals and have a work ethic that will support your preparation for achieving those goals. You can lead a team without having a managerial title, provide assistance to departments that don’t directly affect you and go out of your way to build a skillset that isn’t in your job description. Don’t wait for someone to teach you what you need to know, take control of your own career and build those relationships, network and provide yourself with the opportunities to develop.

What change would you like to see in the industry?

I’d love to see the industry stereotype of ‘a job before the real job’ removed. The hospitality industry offers so much variety whether it be in operations, development, owner retention, brokerage etc. and it is our responsibility as professionals to promote this to our communities. As an industry, we need to make what we do sexy again. We need to remind ourselves of why we chose it as a career and celebrate this with others; be authentic about what is involved in our industry and highlight the amazing opportunities it can provide, the places it can take you but, more importantly, the people’s lives you can change along the way. n

Scott Bear with players from local rugby league team the Sea Eagles, promoting a recent hotel partnership

Clean TEAM

Name: Rosa Pitt

Hotel: View Sydney

Title: Housekeeping Manager

Tenure: 25 years with ahs hospitality

Tell us a bit about your career journey.

I started my housekeeping career journey with ahs hospitality 25 years ago as a part-time Housekeeping Supervisor, and it’s been a rewarding journey ever since. Over the years, I’ve moved into the role of Housekeeping Manager which has given me the wonderful opportunity to work at different hotels and lead their housekeeping operations. I have also had the opportunity to help open a few hotels across Sydney which has really helped me grow in my role. I am currently the Housekeeping Manager at View Sydney and I love it. I feel very fortunate to be working alongside a fantastic hotel team, all with the continued support of ahs hospitality.

What do you enjoy most about your job?

I truly enjoy leading my housekeeping team and providing them with the training and support to do their jobs well. It’s so rewarding to come to work every day and see my team excited about making our guests happy. For me there is no better feeling than watching my trainees grow from not knowing how to make a bed to becoming fantastic housekeepers. It gives me so much satisfaction as a Housekeeping Manager that I’m making a positive difference in their careers as we work together to achieve great guest satisfaction.

TO MARK HOUSEKEEPING APPRECIATION WEEK (SEPTEMBER 8-14, 2024), HM SPOKE TO SOME OF THE TOP PERFORMERS IN THIS CRITICAL DEPARTMENT.

What’s the most challenging aspect of your work?

The most challenging aspect I find as a Housekeeping Manager is managing labour costs while maintaining the cleanliness standards of the hotel on a budget. Working in the hotel hospitality space, from time to time, you come across difficult guests where you try your best to meet their needs. However, these challenges are often resolved by working together with my housekeeping team and the hotel general managers.

How is technology impacting how you do your job?

Technology has made a significant improvement in our daily housekeeping operations. My housekeeping team currently use Hub OS and we all agree it has made our jobs easier. I can communicate and allocate tasks to my housekeepers through Hub, including assigning vacant rooms to clean, clean rooms to inspect, and access important information that will impact my team, such as notifications about ‘rush rooms’ that need to be cleaned earlier, and special guest requests. Technology truly has improved the productivity of my housekeeping team as having all the information I need on one system means I can run my department as smoothly as possible.

What’s one myth about your job that you’d like to debunk?

Working as a hotel housekeeper is not as easy as people think it is. It is a physically demanding role that also requires someone to have a strong eye for detail, the ability to work well in a team environment, learn new skills and have a positive attitude. If you have a ‘never-give-up’ attitude, you will be a great housekeeper.

Name: Jader Cran

Hotel: Mercure Welcome

Hotel Melbourne

Role: Assistant Facilities Manager

Tenure: 4 years

Tell us a bit about your career journey.

I started my career in Pullman as a public area cleaner, which gave me a solid grounding in the basics of facility maintenance and operations. When the Covid-19 pandemic hit and hotels needed to adapt quickly, I stepped up as a team leader to help manage the team under the quarantine hotel. This role was challenging but allowed me to hone my leadership skills in a high-pressure environment.

As the hotel began to return to normal operations, I advanced to a supervisor position. This role involved overseeing daily operations, managing staff, and ensuring everything ran smoothly. My commitment led to a step-up position as an assistant facilities manager, where I now assist with more complex facility management tasks and contribute to the overall efficiency and effectiveness of our operations.

What do you enjoy most about your job?

What I appreciate most about my job is the opportunity to handle diverse challenges and find practical solutions. It keeps me engaged and ensures that I’m always learning and adapting.

What’s the most challenging aspect of your work?

The most challenging part of my job is handling peoplerelated issues, like resolving conflicts and managing different personalities, along with dealing with roster changes and varying occupancy levels. Balancing these day-to-day concerns while keeping everything running smoothly can be quite demanding.

How is technology impacting how you do your job?

Technology is an important part of how I do my job properly. With tools for managing schedules, tracking maintenance, and communicating with the team, everything runs a lot smoother. It helps me stay on top of things and handle issues faster.

What is one thing that would make your job easier?

If there was one thing that would make my job easier, it would be having more advanced tools for managing and tracking tasks. Something that integrates everything in one place would really help streamline processes and save time.

Name: Suranga Hewagamage Hotel: RACV Torquay Resort

Role:

Housekeeping Manager

Tenure: 12 Years with RACV; 24 Years in the hospitality industry

Tell us a bit about your career journey.

I commenced my career as part time Minibar Attendant at Metro Inn Jolimont in 2000 while an undergraduate student at La Trobe University. At Metro Inn I acquired a sound knowledge about, and valuable practical experience in, all layers of the housekeeping department. This enabled me to start my career as an executive housekeeper at Sommerset On Elizabeth Melbourne (The Ascott Limited), through Empire Hospitality, in 2003. I have worked in a number of regional hotels and resorts including Mount Hotham Ski Resort in regional Victoria and the Whitsundays in Queensland.

What do you enjoy most about your job?

I thoroughly enjoy my current position with the RACV and the opportunities that the establishment has given me. I enjoy the people I work with and the role, as it challenges me every day. Every single day is different, with a new set of challenges – I never get bored.

What’s the most challenging aspect of your work?

Implementing zero tolerance for error and maintaining high standards consistently with the goal of meeting guest expectations are the most challenging aspects of my work, especially in a fastpaced environment like ours.

Yet another demanding aspect to my role, serving in a regional property, is managing staff turnover rates and recruiting sufficiently qualified staff.

How is technology impacting how you do your job?

Remote access to all my applications makes daily operations much easier. Team meetings can be conducted online without having to physically come to the venue, giving flexibility and saving time.

What’s one myth about your job that you’d like to debunk?

One myth about my job is that ‘a housekeeper is just a glorified cleaner’. We are the backbone of hotels and are generally the last to get recognised as such.

Housekeeping remains a critical part of hotel operations

Name: Irina Rynne

Hotel: Sheraton Grand Mirage Resort Port Douglas

Role: Executive Housekeeper

Tenure: 16 years

Tell us a bit about your career journey.

My journey began 16 years ago, when I first joined as a cleaner in the villas. Before that, I had been a teacher at a prestigious school back home, but none of my qualifications transferred over when I moved to Australia. Still, I was grateful for the opportunity, and

Name: Maricel Pagarigan

Hotel: Hilton Brisbane

Title: Housekeeping senior supervisor

Tenure: 13 Years

Tell us a bit about your career journey.

I started as a casual room attendant at Hilton Brisbane in December 2012 before moving into a full-time position a few months later. From there, I became a housekeeping trainer and team leader, responsible for training new team members, and later moved into a supervisor role. About 12 months ago, I was promoted to senior housekeeping supervisor.

before long, I was promoted to team leader, followed by a supervisor role at the hotel. Over the years, I built strong relationships with the Housekeeping Managers and Assistant Managers, and eventually, I was given the opportunity to step into the role of Housekeeping Assistant Manager. From there, I worked my way up to Executive Housekeeper.

What do you enjoy most about your job?

What I love most is how varied my role is – I’m deeply involved in everything, from working alongside our team to planning rosters for over a hundred associates, managing budgets, forecasting expenses, and ensuring everything runs smoothly. The best part of my job is that no two days are ever the same. Every day brings new challenges, fresh faces, and new energy to the department. It keeps things exciting and dynamic.

What’s the most challenging aspect of your work?

Working in such a remote location means we constantly face worker shortages, and the cost of labour is always something we have to keep an eye on. On top of that, ensuring we maintain our brand standards remains a top priority.

How is technology impacting how you do your job?

Technology has been a great help. We rely heavily on online tools like SharePoint, GXP, Opera, and, of course, good old spreadsheets to help keep everything on track.

What is one thing that would make your job easier?

One thing that could make a world of difference is offering sponsorship for outstanding overseas workers in senior roles, securing them for a longer term – say, three to five years. This would help us save on training costs, and by rewarding these team members, we’d foster a greater sense of loyalty towards the company and department. As Bill Marriott famously said, ‘Putting people first always pays off’.

What do you enjoy most about your job?

I enjoy the satisfaction that comes with making the guest stay as enjoyable as possible and being part of a diverse team that works together to provide a good service to all of our guests.

What is the most challenging aspect of your work?

Last-minute arrivals keep us on our toes, as we need to make up every room to the guests’ requirements. The other challenge is when our systems or machines are out of service, leaving us in short supply of the items we need to get our job done, and we must go back to manual allocation of rooms for attendants.

How is technology impacting how you do your job?

We use Mobile HotSOS which allows us to communicate with all departments across the hotel. This communication allows us to use our time more efficiently. Our department also communicates through a WhatsApp group which helps the team stay up to date in real time.

What is one thing that would make your job easier?

The one thing that would make my job easier would be a way to access the system without having to go back down to the office to retrieve traces, the status of the rooms and other information. n

PEOPLE ON THE

M ove

YOUR ROUNDUP OF THE LATEST KEY APPOINTMENTS ACROSS THE HOTEL INDUSTRY.

SKYE SUITES

SKYE SUITES PARRAMATTA has promoted Irlanda Garcia to the role of General Manager.

Fluent in English, Spanish and Portuguese, Garcia previously served as the on-property Front Office Manager, for which she was Highly Commended at the 2023 HM Awards. She has also undertaken several stints as acting General Manager at Skye Suites Parramatta’s sister property.

Garcia attributes her success to the support and mentoring she received in the early years of her hospitality industry and aims to build an environment in which all team members can thrive and succeed.

CHOICE HOTELS

CHOICE HOTELS ASIA-PAC has welcomed Caillin Flint to the newly created role of Senior Manager – Brand and Franchise Support.

An accomplished executive leader with more than 30 years of hospitality industry experience, Flint recently served as Head of Hotel Operations at The Hotel leader and Wellness Co. and previously held roles with Wyndham Destinations Asia Pacific, including Director of Operations Asia Pacific - Special Projects and Development.

In this new role, Flint will oversee all aspects of franchisee support, from managing the deployment of new brand initiatives and onboarding new properties through to brand compliance.

CROWN TOWERS

CHRIS HAMILTON HAS been appointed to the role of General Manager at Crown Towers Perth.

Joining from the ShangriLa Dubai, where he served as Resident Manager, Hamilton brings over a decade of experience in managerial roles in the hospitality sector and a strong understanding of international markets and luxury hospitality.

He previously worked for Shangri-La in Fiji and India and spent several years with InterContinental Hotels.

“I am excited to exercise my passion for delivering luxury hospitality experiences by ingratiating myself with the team at Crown Towers Perth, and working together to maintain the world class accommodation and resort offerings we have here,” said Hamilton.

INTERCONTINENTAL

INTERCONTINENTAL WELLINGTON HAS welcomed Adam Haywood as its new General Manager.

A native New Zealander, Haywood has extensive leadership experience within IHG Hotels and Resorts, most recently leading the InterContinental Guangzhou Exhibition Centre in Greater China.

Having started his hospitality career in Christchurch, where he honed his skills as a chef before working under several Michelin Star chefs in the United Kingdom, Haywood’s career journey has taken him to around the globe including to Fiji, Malaysia and the West Indies.

“Throughout his career, Adam has been a champion of personal growth, consistently seeking out opportunities to upskill and drive excellence in every role he takes on,” a statement from InterContinental Wellington read.

“His leadership has delivered outstanding results across the properties he has managed, and we are excited to see the impact he will make here in New Zealand’s capital.”

Caillin Flint

Irlanda Garcia

Chris Hamilton

Adam Haywood