HM April 2019

IN THIS ISSUE

MEET AUSTRALASIA’S FEMALE EXECUTIVES MAKING THEIR MARK

YOUR ESSENTIAL GUIDE TO AHICE 2019

ACCOMMODATION IN ASIA-PACIFIC Vol.23 No.2 Bi-monthly April 2019

THE

HiltonEFFECT Hilton was founded 100 years ago with a simple vision – to fill the earth with the light and warmth of hospitality

HOT THIS MONTH Vail Resorts adds in Australia, QT to Adelaide, Return to Accor, Six Senses and more

Wherever you go, take a top performing super fund.

Hostplus. We go with you.

CONTENTS

April 2019

Vol. 23 No.2

26 AHICE TURNS 10

In May, HM hosts the 10th AHICE, which is shaping to be the biggest yet. Come back in time to see how the concept was born

36 LIFESTYLE IN DEMAND

They may be quaint in size but not in voice. How boutique hotels continue to be in demand

44 SWISSOTEL'S GREEN FOCUS

Now under the tutelage of experienced GM Lorraine Mercuri, Australia's only Swissotel is championing its green causes

50 NO REST IN BEDDING

Hotels are more demanding than ever in making sure they deliver the best night’s sleep possible for their guests.

52 SLEEPING AT THE OFFICE

The burgeoning Kafnu brand is helping small businesses to grow by combining 24/7 hotel services within an office environment

30 11 TRIBE is another Australian-born success story on the global stage

IN THIS ISSUE

MEET AUSTRALASIA’S FEMALE EXECUTIVES MAKING THEIR MARK

30 WOMEN IN LEADERSHIP

In line with International Women’s Day, HM chatted to six of the industry’s trailblazers to find out what keeps them motivated and driven to be the best they can be

42 CORDIS AUCKLAND RISING The world’s leaders will be in town in 2021, ready to inspect what will soon be New Zealand’s biggest hotel

YOUR ESSENTIAL GUIDE TO AHICE 2019

THE BUSINESS OF ACCOMMODATION IN ASIA-PACIFIC Vol.23 No.2 Bi-monthly April 2019

Regulars

THE

HiltonEFFECT

04 E DITOR’S LETTER

James Wilkinson on the Australian arrival of the eco-conscious 1 Hotels brand

Hilton was founded 100 years ago with a simple vision – to fill the earth with the light and warmth of hospitality

HOT THIS MONTH Vail Resorts adds in Australia, QT to Adelaide, Return to Accor, Six Senses, more

On the cover

Hilton VP Operations Australasia, Heidi Kunkel (right) celebrates with her Sydney GMs Ronald Van Weezel and Jane Lyons

HM Q&A

06 NEED TO KNOW

The 22 essential stories you need to know this month ‒ spanning operations, development and tourism industry news

50

24 COVER STORY

Presented this month by Hilton hotelmanagement.com.au 3

EDITOR’S LETTER Managing Director Simon Grover

Publisher

Sustainable luxury heading to Melbourne

James Wells

Editor-In-Chief

James Wilkinson jwilkinson@intermedia.com.au

L

uxury, mission-driven lifestyle hotel brand, 1 Hotels, owned by Starwood Capital, has some of the most eco-friendly hotels on the planet and excitingly, it’s heading to Australia.

The brand’s properties in New York and Miami are celebrated for their eco-conscious design, sustainable architecture and cause-oriented partnerships, all core philosophies of 1 Hotels’ founder, Barry Sternlicht.

Soon, the brand will be opening a 280-room hotel in Melbourne as part of the Seafarers development on the banks of the Yarra River, thanks to a deal with Riverlee. What Melbourne can expect is a hotel similar to what brand owners Starwood Capital opened alongside New York’s East River at the flagship 1 Hotel Brooklyn Bridge.

Right across the hotel, you’ll find sustainability everywhere you look, from materials used in construction to the 25-foot-high ‘living wall’ in the lobby, filtered water on tap and recycling bins in every room.

The hotel was constructed with a 54 per cent ratio of regional and reclaimed materials. It has a rain-water reclamation system and uses 100 percent wind power energy. When it comes to being green, urban hotels don’t come much more sustainable than this and what we can expect in Melbourne is a hotel that will be an environmentally-friendly champion on a global scale.

It’s exciting for Melbourne and also Australasia because this is exactly the kind of project the region needs more of.

The new 1 Hotel project is most certainly going to be talked about at the 2019 Australasian Hotel Industry Conference (AHICE) in Melbourne on May 1-2 alongside many more upcoming hotels.

I hope to see you at AHICE and I hope you enjoy this issue of HM. Yours in hospitality, 1 Hotel Brooklyn Bridge lobby

Deputy Editor

Matt Lennon mlennon@intermedia.com.au

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

Contributing Writers

Peter McBrearty, Carol Giuseppi, Richard Munro and Sally Attfield.

Production Manager Jacqui Cooper jacqui@intermedia.com.au

Circulation and Subscriptions Manager

Chris Blacklock cblacklock@intermedia.com.au

Subscription enquiries

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

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James Wilkinson Editor-In-Chief

In association with

1 Hotel Brooklyn Bridge suite

MEET THE HM TEAM…

James Wells Publisher

Matt Lennon Deputy Editor

4 HM The Business of Accommodation

Adam Daff Group Sales and Sponsorship Manager

Adrian Tipper Creative Director

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22

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

Read more at HotelManagement.com.au.

01

Expedia takes first step to end rate parity clauses Company waives narrow‒rate parity MFN

Australian lodge partners can now compete with Expedia if they choose

Expedia recognised the contention caused by

its narrow‒rate parity MFN clause which has led to the ACCC review. The company said it was taking this action without any admission of wrongdoing and without prejudice to any arguments as to the effect of such provisions.

“While you are free to charge higher rates on Expedia’s marketplace than on other channels, including your own site, I’d like to highlight that providing your best prices, content, amenities and general hospitality to Expedia’s incremental consumers has always been and will remain the most effective way to convince consumers to choose your property over your competition and maximize your exposure and room night potential on our marketplace,” the Expedia statement continued.

Last month, the Federal Labor Opposition declared it would introduce legislation to ban rate parity practices in Australia if it were to be elected to government in the upcoming federal election, AA due in May 2019. oA Ric O, CE

HOTEL ASSOCIATIONS PRAISE EXPEDIA MOVE

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properties due to rates being advertised under Expedia.”

Congratulations were also forthcoming from Tourism Accommodation Australia, with Acting CEO, Bradley Woods, praising Expedia for taking the first step and urging the Priceline Group (which runs Booking.com) to follow suit.

“The AHA and TAA has been working on multiple fronts for many years to see the current market dynamics better reflect a genuine partnership between hotels and online travel agents.

“We are pleased that our focus over several years has, in the past fortnight, begun to bear fruit for our members and the broader accommodation industry.”

i ng Act

The Accommodation Association of Australia (AAoA) and Tourism Accommodation Australia proudly welcomed the announcement from Expedia.

“It is amazing what pressure the Accommodation Association of Australia has brought to the market through our political advocacy,” said AAoA Chief Executive, Richard Munro.

“Thanks again to the Australian Labor Party and our media friends for working with our industry to achieve this important milestone.”

“The AAoA will keep a watching brief that property rankings will not be impacted by complex Expedia algorithms to darken

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6 HM The Business of Accommodation

s

advertising and online objectivity by Trivago,

the company’s aggregation brand.

The company said it believes narrow‒rate MFN reflects the efforts and resources spent promoting rooms, adding that it hopes properties continue to provide competitively priced rooms to (future) customers who find and book through Expedia.

“We work hard every day to present a highly intuitive consumer‒facing online travel marketplace that enables consumers to find their best travel options quickly and efficiently, with the goal of making the travel search and booking process easy to navigate and thereby increasing travel overall, which we believe benefits the individuals travelling, the destinations they travel to, and helps stimulate global economic growth,” the statement said.

“In this way, we have always considered our narrow rate MFN provision to be part of this overall goal, ultimately mutually beneficial to hotel partners like you and Expedia.”

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Expedia has bowed to industry pressure and taken action independently of any government or authority edict to waive its contracted narrow‒rate parity MFN provisions.

According to a memo sent to lodging partners and obtained by HM, President Expedia Lodging Partner Services, Cyril Ranque, says it has opted to remove and waive any contractual rights to enforce its controversial previous narrow‒rate MFN (Most Favoured Nation) clauses.

The move means partner hotels listed on Expedia can now compete with the organisation if it so chooses, freely able to offer lower rates via independent promotions or tactical rates via alternate booking channels such as their own websites.

In its notice, Expedia referenced ongoing engagement with the Australian Competition and Consumer Commission (ACCC) regarding its ongoing investigation into alleged misrepresentation in hotel price

dle Na tional CEO, Bra

THINGS YOU NEED TO KNOW 02

Back to the future for Accor Rebrand reflects Accor’s involvement in more than just hotels

Accor has taken centre spot on the Paris Saint‒Germain football jersey

2019

New Zealand

Dropping the ‘Hotels’ from its official company banner, the newly restored and renamed Accor has unveiled a dedicated lifestyle loyalty program designed to reward members across hotel stays, dining, nightclubs and cultural experiences.

Dubbed ‘ALL’ which in long‒form reads “Accor Live Limitless”, the new program comes in the form of a new smartphone app and website.

Members will notice some similarities to the existing Le Club AccorHotels loyalty program such as a global points earn‒and‒burn.

The new program comes with enhanced benefits and a range of new premium membership tiers for guests to reach, each loaded with increasingly more exclusive experiences including behind‒the‒scenes access at concerts and sporting events.

As part of the global aspects of the new program, Accor has signed a multi‒year deal with French football powerhouse Paris Saint‒ Germain, which will see the new Accor loyalty brand replace Emirates as the front of jersey sponsor.

At the top, a new corporate logo incorporating the ALL ‘A’ monogram was unveiled at the same time. The new marque is gold in colour but will adopt the same dual‒stroke design for brand synergy.

19-20 June 2019

New Zealand’s premier hotel conference Co-hosts TM

Hotel, Tourism and Leisure

Register now www.nzhotelconference.com hotelmanagement.com.au 7

THINGS YOU NEED TO KNOW M

d TA AN SW

TAA selects popular hotelier Michael Johnson as new CEO

New TAA National an

Follows resignation of Carol Giuseppi in February

Current Tourism Accommodation Australia NSW board member and General Manager of Parkroyal Parramatta, Michael Johnson, has been selected as the organisation’s next National and NSW branch Chief Executive.

Johnson will step into the role to be vacated soon by Carol Giuseppi, who recently stood down from the role after nine years at the helm and a litany of achievements in her time.

Most recently, Johnson oversaw the comprehensive transformation and relaunch of Parkroyal Parramatta and has been in the role since April 2013. His CV also includes stints in charge of the Parkroyal Melbourne Airport and the Amora Hotel Jamison, Sydney.

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Speaking of his new appointment, Johnson said he was excited at the opportunities ahead for the industry when he takes up his new role on 20 May 2019.

“It is a great honour to represent the accommodation sector’s peak body, an association which has seen its membership more than double in recent years and which advocates for its members at the highest levels.

“An urgent priority will be working towards securing cheaper energy prices for our TAA membership nationwide, along with the continued focus on the issues of unregulated accommodation and the temporary skilled visa system.”

05

Property due to open mid‒2019

Vail Resorts confirms Australian ski field acquisitions Snow lovers to enjoy expanded Epic Pass

04

Crown Group to open third Skye Suites in Sydney Will occupy levels 2‒8 of new complex in Green Square

Burgeoning city‒fringe suburb Green Square will become home to Sydney’s third hotel from Crown Group, with a 90‒key hotel due to open mid‒year as part of a mixed‒use development.

Skye Suites Green Square will feature within the AUD$575 million Infinity by Crown Group complex, which itself will also contain 326 residential apartments.

The 90 apartments will consist of studio, one and two‒bedroom layouts. Guests will enjoy keyless entry, access to virtual concierge tablets in rooms and StarCast television systems allowing for streaming of personal entertainment libraries. Complimentary mini‒bar, Kevin Murphy toiletries and the ability to modify the mattress to suit individual firmness preferences will all feature as hallmarks of the hotel accommodations.

The new development follows the opening of Sydney’s first Skye Suites in Parramatta in 2017, followed a little over a year later by Skye Suites Sydney, which opened in late‒2018.

8 HM The Business of Accommodation

Victoria’s Falls Creek and Hotham ski resorts have been acquired by US‒based outdoor leisure giant Vail Resorts in a deal worth around AUD$174 million, it has been announced today.

The agreement to purchase the properties was hinted late last year and brings the portfolio owned by the Merlin Entertainments subsidiary to three resorts after it purchased Perisher Ski Resort in 2015.

Falls Creek and Hotham are highly popular Australian ski resorts known for their wide variety of ski runs suited to all skill levels as well as lodges, hotels, restaurants, day spas and entertainment venues usually thriving during the winter season each year. The acquisition also includes ski schools, retail and rental outlets, reservations and property management outlets at both resort areas.

The acquisition is currently undergoing regulatory approvals and is trading as normal in the lead‒up to the 2019 winter season. Once finalised – expected to be by June 2019 – Vail’s 2018‒19 unlimited access Epic Pass and 2019 Epic Australia Pass will include access to Falls Creek and Hotham along with Perisher and owned resorts in the USA and Japan.

Hotham offers ski runs for all skill levels

THINGS YOU NEED TO KNOW

06

IHG expands luxury footprint with Six Senses buyout

Six Senses Krabey Island, Cambodia, opened on March 1

Brand now top of the IHG luxury tree

Sixteen resorts and 18 management agreements from Six Senses Hotels Resorts Spas are now under the control of InterContinental Hotels Group (IHG), after the global juggernaut announced a USD$300 million cash takeover of the company.

The purchase from Pegasus Capital Advisors doesn’t include any real estate assets but instead all of Six Senses’ operating companies, brands, management agreements currently totalling 1,347 rooms, existing pipeline and more than 50 active discussions on future developments.

The deal also includes the company’s upscale resort brand, Evason and spa brand, LivNordic, which currently numbers 37 facilities. All existing Six Senses staff will remain in their current roles.

Over the next 12 months, Six Senses will open six new resorts in some of the world’s most idyllic locations. This list includes the private island of Krabey in Cambodia; a circuit of lodges in Bhutan; a restored 14th Century fort in Rajasthan, India; a desert escape in Israel’s Negev Desert; a series of mansions in Istanbul and a unique pair of “twisting towers” along Manhattan’s High Line in New York City – the company’s first property in North America.

07

Quest Newquay Melbourne Docklands was first in Feb 2019

Quest St Kilda Road opened in early March

Quest on the expansion trail Four new Quests have opened already in 2019

Quest South Perth Foreshore followed a week later

Quest Canberra was next at February’s end

Quest Apartment Hotels has been cutting a lot of ribbons so far in 2019, having opened four new Australian properties before the middle of March.

The company’s recent run began in a big way with Quest NewQuay in Melbourne’s Docklands precinct – its largest Australian property to date with 221 apartments, up from the previous record of 170 at Quest North Ryde in Sydney. The complex is the 13th Quest in the wider Melbourne metropolitan area.

The paint was barely dry at Quest Docklands before the show headed west for the opening of Quest South Perth Foreshore – the group’s 11th location in Perth and 15th in Western Australia. The property borders the Swan River and offers 90 units, with the city accessible via a six‒minute drive or a 10‒minute ferry along the river.

This was followed a few weeks later by Quest Canberra City Walk – the second in the nation’s capital and second for franchisee Fahim Malik.

The second Quest in Canberra consists of 84 apartments and opened to help cater for a rapidly rising demand for accommodation as direct flights from Singapore Airlines bed down and one‒stop links by Qatar Airways from Doha via Sydney open access to new tourist markets.

Back to Melbourne, Quest most recently took the covers off Quest St Kilda Road – a 104‒unit outlet opened in time for the recent Australian Grand Prix and located close to Albert Park. The newest Quest incorporates the heritage‒listed Charsfield Mansion, which sits at the front of the redeveloped block.

At the time of press, five more Quest outlets are due to open in Australia over the next two years, with locations in Burwood East (VIC), Joondalup (WA), Orange (NSW), North Sydney (NSW) and Robina (QLD) all coming soon, along with three in New Zealand and the brand’s debut in the UK city of Liverpool later this year. hotelmanagement.com.au 9

THINGS YOU NEED TO KNOW Stamford Plaza Adelaide entrance

09

Crystalbrook unveils new Port Douglas marina resort Brand’s North Queensland growth continues

08

Best Western brings WorldHotels into its house

The resort will offer several low‒rise buildings

Three low‒rise towers loaded with solar panels, a central water feature and surrounded by multiple swimming pools have been revealed by Crystalbrook Collection as the first indication of its forthcoming ultra‒luxury hotel at Port Douglas Superyacht Marina.

The site will feature a 100‒room five‒star hotel alongside a 30‒room “ultra‒lux” hotel at the marina. In addition, 15 apartments and five waterfront villas – all likely to be sold on a residential basis – will be part of the North Queensland development.

While construction was originally slated to begin mid‒last year, a formal development application is yet to be lodged to Council, however this is expected in the next 2‒3 months, Crystalbrook said. Construction timelines are yet to be determined and are dependent on the timeliness of the city’s approval.

Also set to star on the redeveloped site will be Crystalbrook’s signature Eléme Day Spa, along with a bar and café. The site sits adjacent to the existing marina, meaning business is not expected to be significantly disrupted during construction.

Heritage Dunedin joins the group from May

Acquisition brings 300-plus high-end hotels into Best Western

More than 300 boutique and luxury hotels in the WorldHotels portfolio have migrated into the Best Western Hotels & Resorts group as part of a new acquisition and strategic partnership between the two organisations.

The tie‒up will see the WorldHotels portfolio complement the existing collection of upper‒upscale and luxury‒tier hotels around the world. Best Western now operates hotels in every chain scale segment across the budget to luxury spectrum.

WorldHotels will gain access to Best Western’s established sales and marketing structure, revenue engines, e‒commerce platforms and loyalty program, which consists of more than 37 million travellers across the planet.

The portfolio consists of some well‒known brands including the Stamford and Sir Stamford collection of luxury city and suburban hotels and resorts.

WorldHotels boss Geoff Andrew added that by joining forces, the two networks’ combined power would set the stage for a bright future for both groups.

“Through its established senior leadership team and regional presence in each market, Best Western brings a new level of expertise that will undoubtedly help grow both Best Western and WorldHotels in key markets.”

10 HM The Business of Accommodation

10

Heritage Hotels adds its first Dunedin property New signing brings Dunedin into Heritage network

The New Zealand south island city of Dunedin has joined the Heritage Hotels network with its first property – the 76‒ room Dunedin Leisure Lodge – to become part of the group from 01 May 2019.

First opened in 1978, the lodge is located in parkland acreage on the city fringes, close to the Dunedin Botanic Gardens and the University of Otago.

On‒site facilities include the popular McGavins Restaurant and Bar and two conference venues – one of which has been redeveloped from a former malting room associated with a brewery which once occupied the site but brewed its last beer more than 60 years ago.

The latest addition takes Heritage’s south island portfolio to eight hotels.

THINGS YOU NEED TO KNOW 13

London will be home to the first Tribe outside Australia

Insta standouts Movers and shakers this month on Instagram

11

Accor to expand Aussie brand Tribe to 150 cities Perth‒born brand hits the big time

01 W Hotel, Doha @whotels

Accor is set to take Perth‒born Tribe Hotels to 150 destinations globally, with the brand set to be a key pillar for the chain in the booming lifestyle segment.

Accor’s Chief Development Officer, Gaurav Bhushan, told HM there were 50 deals currently being discussed globally and it was expected that Tribe hotels would open in global gateway cities such as Paris, London, Singapore, Dubai and Bangkok.

Tribe was founded by Mark Peters, with the first hotel opening in Perth in May 2017 under management by Mantra Group. Hallmarks of the brand are smart design and user‒friendliness, stylish rooms and public spaces and quality food and beverage at an affordable price.

A rendering of the newbuild QT Adelaide

02 A walk in nature @thebyronatbyron

12

Adelaide next in line to join the QT Hotels family Marks the brand’s debut in South Australia

03 Singapore by night @frasershospitality

Design‒centric label QT Hotels continues to connect the dots in Australia, announcing it will bring its brand of service‒led hospitality to Adelaide under a new management agreement with Auspac Networks and Axiom Properties Limited.

Tentatively scheduled to open in 2021 at this stage, application papers for a mixed‒use development are set to be lodged by the partners this month, with initial pre‒leasing discussions for an office component to begin shortly thereafter. Funding pre‒commitments supporting construction are likely to come in and see work commence at the site by the end of this year.

The AUD$180 million QT Adelaide – to be located at 62 Currie Street – is earmarked to offer 200 rooms, conference and event facilities and 10 storeys of office space. The hotel will feature a number of new food and beverage concepts yet to be unveiled, with at least one to feature in a rooftop bar.

QT Adelaide will be the brand’s 11th in Australia with QT Auckland and Parramatta also scheduled to open beforehand.

04 Bosco Verticale, Milan @tripadvisor

hotelmanagement.com.au 11

THINGS YOU NEED TO KNOW 15

AHICE launches Paul Davis Award for Hotel Design Nominations open for inaugural design award

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14

Sods turned on Travelodge Hurstville TFE Hotels to manage Illawarra Catholic Club hotel

Acclaimed hotel designer Paul Davis

The life and work of renowned and widely respected hotel designer, the late Paul Davis, will be honoured at the 10th annual Australian Hotel Industry Conference and Exhibition (AHICE), with a prestigious new accolade for hotel design now open for nominations.

In partnership with Davis’ final employer Pro‒invest, the Paul Davis Hotel Design Award will be bestowed upon a hotel designer who exemplifies similar qualities in their work including prodigious creativity, innovation and professionalism.

Paul Davis led an accomplished international career following his graduation as an architect,

first with the Southern Pacific Hotel Corporation, then InterContinental Hotels Group. Roles with Lend Lease and Pro‒invest cemented his legacy, which also included a highly approachable disposition and an innate ability to make colleagues feel good about what they had achieved.

AHICE will take place at the Grand Hyatt in Melbourne from May 1 and 2, with a special STR workshop preceding the event on 30 April.

See AHICE.com.au for more information on nominations, judging criteria and the entry process.

16

The Illawarra Catholic Club has commenced construction on a 124‒room hotel in the Hurstville CBD which will be managed by TFE Hotels under its Travelodge brand.

Offering guests a direct link to the club, the hotel will sit with ‘Club Central’ on one side and a five‒storey commercial tower on the other. The hotel will become part of the rapidly expanding club, which also sits close to the Rhodes Business Park around seven kilometres from Sydney Airport and express rail links to Sydney City.

Rooms will be smart in design, with high‒speed WiFi throughout. Both king and twin bedding configurations will be available, along with options for third and fourth share. Public facilities will include a rooftop restaurant, while a multi‒level car park will extend the length of the development.

Conferencing facilities will include meeting rooms and a grand ballroom capable of hosting large events including weddings.

Travelodge Hurstville will be the brand’s 19th property in Australia. No firm opening date has been set as yet.

12 HM The Business of Accommodation

Firms shortlisted to build to FNQ Global Tourism Hub Major names vying for prime waterfront site in Cairns

Three hotel, casino and entertainment firms and entertainment firms represented a vote of have been shortlisted by the Queensland confidence in the burgeoning region.

Government to prepare detailed proposals for “Our vision is simple – to create a an AUD$1 billion ‘Global Tourism Hub’ to be world‒class tourism hub in Tropical North built in Cairns.

Queensland that attracts more international The Star Entertainment Group, Reef Casino and domestic tourists, who stay longer and Joint Venture and Hard Rock International spend more in the region. will all submit individual plans for the An interactive tender process is now set to waterfront site, located near the Cairns cruise begin, with a decision on a successful proposal terminal. The development is expected to expected in late 2019 or early 2020. offer plans for multiple five‒star hotels, a casino, entertainment and recreation facilities, ar the city’s c ill sit ne ruis e te conference spaces, restaurants and retail. ub w h rm m s i r ina u Following the withdrawal in late‒2017 l To of the Aquis proposal at Yorkey’s Knob, north of Cairns, the Palaszczuk Government opted to sweeten the pot for potential developers by offering a gaming license as part of the development.

Queensland Tourism Minister, Kate Jones, said the interest from three world‒class development

THINGS YOU NEED TO KNOW 17

Rydges to take over management of Novotel Norwest Hotel to be known as Rydges Norwest Sydney

Rydges Norwest is now open

Event Hospitality and Entertainment has signed a management agreement with Visy Dior Pty Ltd which has seen it rebrand the hotel formerly operating as Novotel Norwest into a Rydges.

The hotel has now become Rydges Norwest Sydney, which is located in the Norwest Business Park in Sydney’s north‒west.

An upgrade of the 132‒room property will soon follow, aimed at modernising the hotel’s restaurant, bar and conference facilities in line with the region’s business‒focused clientele and market.

The company has appointed Nick McLaughlin as the hotel’s new General Manager. McLaughlin is a highly experienced GM, having previously taken charge at Sails Port Macquarie by Rydges and Thredbo Alpine Hotel.

Event Director of Hotels and Resorts, Norman Arundel, said the signing marked a new era for the hotel.

“Our team is excited about the appointment and look forward to Rydges becoming an integral part of the Norwest community.”

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THINGS YOU NEED TO KNOW 18

Marriott unveils plans for Australia’s first Moxy

Moxy Melbourne South Yarra exterior

Compact, stylish brand aimed at busy travellers

Renderings have been released by Marriott International for the company’s first Moxy‒branded hotel in Australia, due to open in July 2021.

Moxy Melbourne South Yarra will offer 180 rooms close to many city attractions including Chapel Street.

Rooms will feature floor‒to‒ceiling windows to maximise natural light. Guests will have access to co‒ working spaces – a hallmark of the Moxy brand – as well as a social bar area and rooftop bar.

The mid‒scale Moxy brand debuted in Europe in Milan in September 2014, with 30 properties now open.

19

IHG signed to manage largest hotel in Wagga Wagga

Woods Bagot will design Sydney’s newest hotel

Holiday Inn Wagga Wagga will open in 2021 Holiday Inn is on its way to the NSW Riverina township of Wagga Wagga after parent brand InterContinental Hotels Group signed with Interlink Group Australia to manage a six‒storey newbuild housing the brand from 2021.

To be located at 50 Edward Street, the 148‒room hotel will sit opposite Robertson Oval ‒ a short walk from the train station and roughly a six‒minute drive from Wagga Wagga airport.

The hotel will sit alongside the city’s famed iconic and heritage‒listed Murrumbidgee Flour Mill and Grainstore, which will become a key part of the development as its history is incorporated into the wider hotel.

An indoor restaurant will be built into the new Holiday Inn, which will in turn feed out to an outdoor Mediterranean‒themed piazza area. Meeting and function facilities will include a conference centre capable of hosting events and functions in a variety of styles for up to 300 guests.

Hotel will sit beside the iconic flour mill

14 HM The Business of Accommodation

20

Andaz brand tipped to make Sydney debut Lifestyle brand expected to open in 2022

Hyatt’s contemporary lifestyle Andaz Hotels brand is expected to debut in Australia by 2022 as part of a mixed‒use redevelopment of Bligh House in the Sydney CBD. According to documents tendered to the Department of Planning and Environment, the project will see the development and design of a 55‒storey combined hotel and office complex at 4‒6 Bligh Street, in place of the current 18‒ storey building located near the Sofitel Sydney Wentworth.

Two addresses will be developed – one for the hotel and a second for commercial operations. The building is set to be integrated with adjacent buildings and will feature a number of retail outlets, restaurants and cafes.

Once complete, the tower will stand 226 metres tall, with retail to comprise the first three levels as well as separate entries for hotel guests and commercial occupants. The next nine levels will feature lifestyle facilities for both hotel guests and business occupants including an indoor swimming pool, wellness centre, childcare services. At the summit will be co‒working spaces, a rooftop restaurant, bar and garden, with 38 floors of hotel rooms and suites in between.

Hyatt Hotels Corporation declined to confirm reports, saying it would share future updates on brand expansion when the information was available.

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THINGS YOU NEED TO KNOW Hyde Paradiso features a 12‒metre bar

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Wyndham Flynns Beach Resort set to double in size Resort will grow from 60 to 113 villas

Work has begun on the first of a five‒stage project which will see a dramatic expansion of Ramada Resort by Wyndham Flynns Beach on the NSW mid‒north coast, with apartment numbers set to nearly double from 60 to 113.

The expansion comes largely due to rapid growth in the

WorldMark South Pacific Club timeshare program, which has more than 58,000 owners served by Wyndham Destinations Asia Pacific.

The 53 new villas will range in size from one, two, three and four bedrooms, with a range of deluxe, grand and presidential suites also included in an effort to diversify the range of accommodations available. As part of the resort’s expansion, a new café, fitness centre, kids swimming pool and play area, common area and car park will also be constructed. In addition, the reception area will be relocated to the front of the resort, near the entrance driveway.

Works form the second and final part of a grand Wyndham Destinations Master Plan for the site. The project is expected to be completed in five stages using modular construction, with an estimated completion date in the second half of 2020. Once finished, the resort says it hopes to hire additional staff, with suppliers tipped to also add new positions to handle higher demand.

22

Accor selects Gold Coast for Hyde brand debut Surfers Paradise to host brand’s APAC debut Ultra‒trendy lifestyle hospitality brand Hyde has made its Asia Pacific debut on the Gold Coast, Accor has announced, with the luxury entertainment venue now open for business.

The swanky hotspot from Accor comes as a result of its 50 per cent stake purchase in sbe Entertainment Group last year in which it committed to undertake a calculated expansion of the group’s luxury hospitality venues in key markets outside the United States. Sbe Entertainment had previously flagged its intention to move into the hotel scene with its own acquisition of the Morgans Hotel Group in 2016.

Hyde Paradiso will position itself as a luxury playground for people to mingle in the company of celebrities and members of the social elite.

The venue will be open all day as a contemporary beach‒themed hub of relaxation before morphing into a pulsing lounge and dining venue in the evenings, creating an energetic environment backed by live music.

Since its stake purchase by Accor, the Hyde brand has also grown to include hybrid beachfront hotels and residential developments.

Enriching the way people live, work and play through architecture and interior design. Specialising in hotel new builds and refurbishments across Asia Pacific.

Richard Dalman +64 3 366 5445 Auckland International Airport Hotel

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

OPINION

Goodbye rate parity

As narrow-rate parity disappears into the annals of history, Accommodation Association of Australia Chief Executive, Richard Munro, explains the notion of the saying ‘Victory has a hundred fathers but defeat is an orphan.

THE NUMBER OF people claiming victory for the recent historic announcement by the current Federal Opposition, the Labor Party, to ban rate parity in Australia is definitely one of those times to recall the aforementioned saying.

The AAoA worked exclusively with the Labor Party to work the policy through the Shadow Cabinet, garner support from cross benchers and ultimately to be side‒by‒side with the Shadow Treasurer Dr Andrew Leigh to formally announce the measure in Brisbane at a small motel in Manly, Queensland. (I bet most of you didn’t know there even was a Manly in Queensland. Check it out – it’s the gateway to beautiful Moreton Bay).

Why did the AAoA put so much effort into this issue? That is answered by the fact that when we surveyed the 6,000 businesses on our database in 2018, this was ‒ by a significant margin ‒ the number one issue. The National Board agreed that as an organisation, we must focus our efforts into the betterment of our industry on behalf of our members. After all, that is the prime role of the AAoA – our accommodation members.

Banning rate parity will recalibrate the relationship that our members have with the OTAs and also the general public, who are now getting the message that booking direct is as rewarding for them as it is for our businesses.

Make no mistake, there is most certainly still a place for OTAs. I see their role primarily to bring in international consumers through their respective channels [and] marketing offshore the products that we provide to a global audience. But, domestic tourists and business travellers should have a direct relationship with our bricks and mortar properties. Your customers should be loyal to your business and we should be giving them the best deal we can offer, that is via the telephone, walk‒ins or your loyalty program. If Labor win the election, or the current Government follow the lead on this measure (of course the 16 HM The Business of Accommodation

AAoA has been advocating to the incumbent government as well), this will be the first of a few steps towards balancing out the power that the OTAs have over small business.

I also would like to acknowledge the efforts of the Budget Motel chain on getting the attention of the public via the likes of Dick Smith, whose ‘Book Direct’ campaign had nearly 4 million likes on social media. A big thanks to the Chair of Budget Motels, Charlie Ikstrums, and General Manager Chris Fozzard for putting so much energy into this critical issue.

With the NSW and Federal elections falling close together in 2019, we expect to see a pause in corporate activity ‒ a general rule of what happens two weeks prior to any election. My experience tells me also that there will be a surge of activity post‒election as businesses absorb the impact and the many pre‒election announcements sink in.

As an industry we also have a few concerns that have been raised around industrial relations, negative gearing and potential changes to tax legislation. Being a national organisation, the AAoA have positioned ourselves extremely well to tackle any headwinds with a stellar leadership board, State Advisory Boards and specialty focused boards such as the recently launched National Advisory Board for Employment.

Tackling rate leakage via wholesalers and getting a grip on our distribution channels falls onto the plate of our Book Direct Committee that are now engaging with the likes of Hotel Beds and the big OTAs. The AAoA membership has grown well ‒ over 20 per cent in 2018 ‒ on the back of another big growth year in 2017. We have momentum on our side and as more and more businesses join our Association, the more we can get done for you, our members. Thank you for supporting us and participating in our surveys to be a strong voice to government.

I look forward to seeing as many of you who can make it to AHICE in Melbourne at the beginning of May, where we hope to make some more announcements on the industry. n

OPINION

Labour shortage still a thorny issue

Beyond the election, 2019 will be the year labour and skills issues dominate at the federal level, explains Tourism Accommodation Australia CEO, Carol Giuseppi.

BOTH SIDES OF government have already flagged changes to skilled migration and a renewed focus on VET, with industrial relations and low wages growth under scrutiny.

Last month, TAA presented at a Labor‒initiated Senate Inquiry into Skilled Migration. As we advised the inquiry, the new 482 visa has resulted in tighter eligibility criteria, higher costs with the Skilling Australians Fund, longer processing times and reduced responsiveness.

We reinforced that the single biggest issue for our sector is labour and skills shortages.

The tourism industry has seen unprecedented growth with international visitor nights up 8 per cent over two years and domestic nights up 11.5 per cent over the same period. This growth has fostered improved room supply in capital cities in particular, with close to 20,000 rooms added to supply across Australia over the past two years. Industry growth, a strong supply pipeline, low unemployment, decline in apprenticeships and VET enrolments, combined with a labour force which does not see hospitality as a career and tightened skilled migration settings have all placed increased pressure on access to labour and skills in our sector.

While we understand the broader integrity issues that led to the tightening of these settings and the need to prioritise Australian workers, ultimately the settings fail to recognise the nature of global industries. They are often prescriptive rather than responsive, a function of the narrowing of the skills list and closure of pathways to permanent migration.

The two areas in particular where skilled migration is critical are in filling management positions through intra‒corporate transfers and in attracting International Students and Working Holiday Makers (WHM) to fill lower skilled positions.

In late December, we welcomed changes to WHM visas, particularly the introduction of a third‒year visa option (417 and 462) and

increasing the number of places available on 462 visas by lifting annual caps to a number of countries. The increase in age limit (to 35 years) for WHMs is also a positive step to expand the program. However, we have continued to reinforce to government [that] a key consideration in Australia’s overall competitiveness as a destination for WHMs is the cost of visa fees and supplementary charges, along with visa processing times. This is particularly important given the link to annual CPI increases announced in the 2017‒18 budget.

TAA research on Visa Competitiveness in Asian markets showed our visa fees are amongst the least competitive and processing times are also relatively uncompetitive when compared to other destinations. Where we expect to see significant changes post‒election is in the introduction of more proactive policies to encourage Australians into VET pathways. This is an acknowledgement of the considerable decline in the number of students enrolled in publicly‒funded VET and the decline in funding by both the federal and state governments.

Our submission to the Government’s independent, expert review of Australia’s VET sector highlighted three areas of concern ‒ inconsistent funding and major gaps in funding for VET; negative perceptions of VET amongst students and the need for better information dissemination through a broader career development strategy, leveraging the government‒funded Real Skills for Real Careers.

We will continue to work with both sides of government to reinforce the importance of a VET system that is more proactive in supporting apprenticeships and encouraging Australians into our industry while building understanding of the need for more flexible skilled migration settings in our global industry. n hotelmanagement.com.au 17

OPINION

New thinking needed on local govt funding It has been another record-breaking summer for New Zealand’s tourism industry.

But as Tourism Industry Aotearoa’s Sally Attfield writes, hoteliers are starting to notice signs the growth rate may be plateauing.

NEW ZEALAND WELCOMED 3.86 million international visitors in 2018, up 3.5 per cent on 2017. And they spent 6 per cent more than in 2017. That’s pleasing, because it proves that we are growing our value to the economy faster than we are growing the volume.

However, average occupancy rates have been flat or, for some regions, declining slightly. The rate of volume growth has slowed too. We’ve had four years of exceptional volume growth, up to double‒digit increases.

As we have all noticed, this speed of growth has caught many communities by surprise. In many places, it has come on top of large growth in the local population. And that has placed stresses and strains on local infrastructure, which has often suffered years of under‒investment by local authorities.

TIA has worked hard to bring these issues to the notice of the government, with the result that a range of funding and support programmes has now been put in place to support communities in our tourism hotspots.

The New Zealand Government is investing billions of dollars into conservation efforts, tourism infrastructure and product, via the Provincial Growth Fund and Tourism Infrastructure Fund. There is also investment to improve the management of the camping system and significant investment to support the Department of Conservation.

Nevertheless, councils say more funding is needed and we are regularly hearing of proposals to increase rates charges to accommodation providers to ensure our visitors are ‘paying their way’.

The Government has tasked the Productivity Commission with a comprehensive review of local government in New Zealand, which may well open the way to new revenue streams such as bed taxes.

TIA has long argued that bed taxes are inequitable, as they only target travellers staying in commercial accommodation, as well as placing the costs of collection onto accommodation providers.

18 HM The Business of Accommodation

We also know that tourism makes a strong contribution to local economies, through supporting jobs and business opportunities.

So we are determined to help the Productivity Commission in identifying new funding sources for local councils. We have embarked on a major project to identify a tourism regional funding model that is fair, widely applicable The rapid rise in visitation has and is acceptable to business and caught some communities behind on supporting infrastructure local government.

New thinking has to be used alongside the existing mechanisms available to councils. Through a combination of better long‒term planning and a regional vision for tourism, improved planning and regulatory systems, better management of council balance sheets, thoughtful use of current funding mechanisms and more user‒pays ‒ regions can continue to benefit from tourism in a sustainable way.

I look forward to sharing the details of our findings at the New Zealand Hotel Industry Conference, taking place at Cordis Auckland from 19‒20 July, 2019.

Registrations are open at www.nzhotelconference.com and I encourage you to register early, as the conference has sold out for the last four years. This two‒day conference is the premier annual event for New Zealand’s hotel sector.

The conference will be forward looking, with New Zealand and international presenters providing valuable insight. And of course, it’s the best networking opportunity of the year for hotel sector leaders.

Finally, entries for the New Zealand Hotel Industry Awards are open until 29 April. The awards are designed to recognise the leading individuals working in the hotel sector and are a fantastic way to celebrate the achievements of your team members. So do take the time to enter and reward your best staff. Details are available on the Hotel Industry Conference website. n

OPINION

Concierge business is heating up in 2019

For Australian Les Clefs d’Or members, the early major fixture on the Autumn calendar was definitely the 66th UICH Congress, writes Peter McBrearty

TAKING PLACE THIS year hotel and tourism associates in Cannes on the beautiful will celebrate the 25th French Côte d’Azur ‒ with anniversary of Les Clefs accommodation provided d’Or New Zealand. by the Hôtel Majestic, Gray The Concierge is often d’Albion and JW Marriott ‒ one of the more stable more than 500 international figures in a luxury hotel Concierge, including 16 of lobby, however the only our Australian members, constant is change ‒ and met to celebrate a significant unfortunately, we must now milestone. It was the 90th bid farewell to Brad Smith, Anniversary of the Union our WA State Director and L‒R Rhett Constantine, Pullman Melbourne Albert Park; Steve Ciric, The Westin Nationale des Concierges Chief Concierge at The Melbourne; Hilda Rozenfeld, Bayley House; Ali Sungkar, Hotel Windsor; Sam d’Hôtels “Les Clefs d’Or” (Les Westin Perth. Although Hallett, The Langham Melbourne; Andre Byrne, Novotel Melbourne Central; Ben Clefs d’Or France). even as Brad departs to Davies, Stamford Plaza; Michael Rosenfeld, Bayley House; James Spielvogel, InterContinental Melbourne and Lex Chandrasiri, Pullman on The Park.

While enjoying the pursue other challenges, we cool yet comfortable have received advice from Riviera climate, our astute members took the opportunity to continue our associates at Les Clefs d’Or New Zealand of a new Chief Concierge developing their international network of contacts and to attend the position at the QT Museum Hotel in Wellington. invaluable educational seminars. Our Australian members were all Those of us familiar with Wellington’s vibrant coffee and arts scene exceptionally proud of our Australian candidate for the annual Les Clefs (lauded by many, including comedian Billy Connolly in his New Zealand d’Or Award, Mr Josh Blake, Assistant Chief Concierge at Four Seasons travel series) will see this as a wonderful opportunity for one of our Hotel Sydney.

Australian or Kiwi members to consider a new stage of their career in Once back in Australia, attention quickly turned to preparations for one of New Zealand’s most engaging cities. the upcoming membership interviews, where five promising candidates Back in Melbourne, Chief Concierge Andrew Byrne at the Novotel from Sydney and Melbourne will all be hoping to successfully navigate Melbourne Central was recently kind enough to host our Victorian the final stage of their application process. Each of these prospective bi‒monthly meeting and proudly show our members through his new members will already have spent a great deal of time and effort honing property. During the meeting, we were very happy to be able to present their Concierge craft and working toward gaining their own set of the our Victorian charity, Bayley House, with a cheque for $11,000 (pictured) signature Les Clefs d’Or golden keys, which serve not only to visibly ‒ the proceeds of the charity raffle held at the 2018 Victorian Concierge confirm their own professional standing, but also their respective and Hospitality Ball. Throughout 2019, we hope to be able to continue properties’ support and investment in delivering only the highest to raise funds for each of the very worthy state charities supported by degree of service to their guests. our state sections, and very much appreciate the continued invaluable In June, the Australian Executive will then travel to Auckland to join assistance of our respective hotel properties and hospitality and our compatriots across the Tasman for their National AGM at SkyCity tourism industry associates. n and also to attend the annual Concierge Ball, which will be held in the Peter McBrearty is a former President of Les Clefs d’Or Australia and Ballroom of The Cordis Auckland and where our Kiwi friends and their Chief Concierge at The Langham, Melbourne. hotelmanagement.com.au 19

presents

New AAoA State Advisory Members

The Accommodation Association of Australia has been establishing State Advisory Boards, consisting of representations from member properties, to strengthen our advocacy agenda on a state level to ensure that they are more specifically addressed.

BLAIR ROXBOROUGH Area General Manager VIC/SA/TAS/QLD, InterContinental Hotels Group

Joining the Victorian State Advisory Board is Blair Roxborough. Based in Melbourne from 2012, Blair is Area General Manager for IHG for Victoria, South Australia, Tasmania and Queensland. Across this region, IHG has operating brand representation under InterContinental, Crowne Plaza, Holiday Inn and Holiday Inn Express hotels with Indigo and Voco yet to enter the market, growing the foot print to over 20 hotels.

He has been in the hotel industry for over 25 years in numerous roles and countries including Thailand, Vietnam, Malaysia, New Zealand and Australia. Having held industry advocacy roles in other destinations, he is deeply passionate about the industry, its reputation and growing great talent for its future.

CRAIG BONNER General Manager, Pan Pacific Melbourne

Also coming on board with the Victorian Board is Craig Bonner. Bringing over 25 years’ experience in hotels, Craig is the General Manager of Pan Pacific Melbourne ‒ part of the Pan Pacific Hotels Group, which operates 35 properties globally. Prior, he was a veteran of Hilton for decades having worked in Japan, Thailand, New Zealand and Australia.

During his career, Craig has held numerous ex gratia advocacy and leadership roles including the American Chamber of Commerce Japan (Chubu), Asia Pacific Safety & Security lead, Nagoya International School Director and closer to home as President of the South Wharf Association.

A passionate hotelier, he is a committed advocate for the growth of tourism, accommodation sector jobs and the economic benefits that flow from those increases.

CRAIG PEACHEY Executive General Manager, RACV Leisure

A third new member on the Victorian State Advisory Board is Craig Peachey, Executive General Manager overseeing RACV’s Leisure business. The portfolio 20 HM The Business of Accommodation

includes the RACV City Club and Healesville Country Club, RACV’s Resort portfolio comprising eight resorts spanning Queensland, Victoria and Tasmania as well as a Leisure Products portfolio including Travel and Marine Insurance, an attraction ticketing business, Club Travel, Cruises and Tours.

Craig has had a multi‒disciplinary career in management and broad commercial roles in the hospitality, casinos, entertainment and media sectors. Formally Chief Financial Officer and 2IC for Star Entertainment Group’s Queensland casino and hotel operations, Craig has also previously held various roles with the Walt Disney Company over a period of 12 years, including five years based in Hong Kong.

Craig is also a Committee Member of the VTIC Accommodation Policy Committee, and a Director of the Nationwide Group.

ALISON SMITH General Manager Corporate Affairs QLD, The Star Entertainment Group

Alison Smith has been with The Star Entertainment Group since mid‒2015 and now adds the AAoA Queensland State Advisory Board to her resume. Her role with The Star covers government, industry and media relations for the group’s properties Treasury Brisbane, The Star Gold Coast, Sheraton Grand Mirage Gold Coast and Queen’s Wharf Brisbane.

She is a senior media and corporate relations executive with experience at Rio Tinto’s coal and uranium businesses in Australia, Africa and Canada. Alison has worked in the public and private sectors in ICT, transport, energy, police and corrective services. In 2014, she was the project manager of an international marketing campaign for the G20 Leaders’ Summit in Brisbane.

Her background is journalism, having worked in newspapers, radio and television, and as a former senior media advisor in the Queensland Government.

The AAoA would also like to thank Kate Costello from Wyndham Melbourne and Anthony LoGiusto from the Brady Group for their contribution to the State Advisory Board in Victoria.

KEY NEWS

AAoA Academy Launches National Advisory Board For Employment Based on a Deloitte report, it’s predicted 123,000 new jobs will be available in the Hospitality and Tourism industry by 2020. This is projected to grow to 285,000 by 2025. With the significant growth in the industry, recruitment is becoming an increasing issue.

The AAoA Academy, in conjunction with training provider partners, has successfully delivered pre‒employment programs to give job seekers the skills and opportunities to gain employment.

The program also benefits our members and supporting employers as the AAoA Academy provides candidates with opportunities to complete a work experience / internship to gain on‒the‒job training to showcase their attitude and willingness for employment.

One of many great examples is Ba See, who completed a pre‒ employment program and successfully gained employment as an Apprentice Chef at Mantra St Kilda Road.

As an industry initiative to support recruitment, retention and education for the industry, the AAoA has formed a National Advisory Board for Employment (NABE). The purpose of the NABE is to provide strategic direction to the AAoA and industry on all employment matters. The NABE successfully launched on April 4 at the Sofitel Melbourne and plays a key role in guiding and advising the AAoA Academy to support the industry requirements.

For more information, visit www.aaoa.com.au or contact Troy Schufft, AAoA Academy Director at troy.schufft@aaoa.com.au.

Events Roundup

Melbourne & Victoria Accommodation Market Update – hosted by William Angliss Institute

Gold Coast Accommodation Market Update – hosted

by Mantra on View Hotel

Ba See (centre) with colleagues at Mantra St Kilda Road

Brisbane Accommodation Market Update – hosted by Novotel Brisbane

UPCOMING AAOA EVENTS 16TH APRIL 2019 Gold Coast Breakfast Panel with Simon McGrath & Barry Robinson 14TH MAY 2019 ATHOC Golf Day 22ND JUNE 2019 ATHOC – AAoA Industry Race Day – Gold Coast

hotelmanagement.com.au 21

CONCIERGE DESK how to enjoy fi ne d nows ini ey k n ng d y S

Hillard's Sydney way Career paths can present themselves by chance and turn into lifelong passions, as Sydney Harbour Marriott's Greg Hillard reveals to HM

Interview by Peter McBrearty

Sydney Harbour Marriott Concierge, Greg Hillard

How long have you been a Concierge in total?

I have been a Concierge for approximately eleven years now.

Tell us a bit about the path you have travelled to your current position at the Sydney Harbour Marriott?

My hotel career actually began by chance in London in 2002, when I secured a job as a Doorman at the Le Meridien Waldorf. I was in that position for a year and then moved to the Landmark London Hotel, were I worked in the role of Head Porter for two years. At that time I decided it was time to move back to Australia and secured a position as Bell Captain at the Sydney Harbour Marriott. I was in this position for a year before transferring to the Concierge desk ‒ where I have been ever since!

I joined the Les Clefs d’Or Society in November 2015, something that had been a major goal of mine ever since first commencing in the role of Concierge.

You attended your first UICH Congress last year in Seoul. Did you find the experience of direct benefit to you as a professional Concierge?

Attending the UICH Congress in Seoul was definitely of benefit to me, as it was a wonderful opportunity to meet and make friends with so many Concierge from different parts of the world. We discussed our day‒to‒day roles working on the Concierge desk, which provided me with a number of useful ideas I have subsequently been able to put into place at my hotel.

Additionally, having all of these new Concierge contacts just a phone call or email away is very beneficial for me when my guests are travelling to other parts of the world. We heard from some genuinely amazing keynote speakers at the educational sessions, which were inspirational for me in my role as a Concierge ‒ especially the address from Jerry Inzerillo from Forbes Travel Guide.

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

Yes that is definitely helpful to myself and very beneficial to my guests. When talking with my guests, I always enquire where their next destination will be once they leave Sydney. If they will be visiting a city where I have a Les Clefs d’Or contact, I will always reach out to those contacts to enable me to give detailed advance recommendations to my guest. Similarly, if they will be staying at properties with Les Clefs d’Or Concierge, I will provide my guests with details of the Concierge to ensure they have a personal contact once they reach their hotel.

You currently hold the position of NSW State Director for Les Clefs d’Or Australia.

What are you hoping to achieve over your two year term?

I believe our NSW section of Les Clefs d’Or is in a really good position at the moment. One of my main aims is to continue to increase membership in NSW. I believe that there are a number of highly talented and professional Concierge in Sydney who would be genuine assets to the Society.

Additionally I will aim to continue our positive relationship with industry partners and also look to create beneficial new relationships that will be helpful to our guests and provide further exposure to Les Clefs d’Or. n 22 HM The Business of Accommodation

Greg’s Top 5 Sydney restaurants 01 Aria

One of Sydney’s iconic restaurants and for good reason, Aria is my favorite fine dining restaurant with amazing views of the Opera House and Harbour. The a la carte menu consists of finest local produce and wine. Aria never disappoints.

02 Pony Dining the Rocks

My go to restaurant in the Rocks area. With a menu focusing on fresh local produce cooked over the wood fire and a fantastic wine list, accompanied by excellent service this is definitely a spot not to miss whilst in Sydney.

03 Manta

Manta is one of my favorite restaurants in Sydney to enjoy fresh local seafood. Located on the finger wharf in trendy Woolloomooloo, it’s the perfect spot to sit outside and enjoy great food and a glass of wine as the sun sets over Sydney.

04 The Doss House

The Doss House is a cool hidden whisky bar located in a heritage listed building in the historical Rocks area.

The basement bar has five distinctive areas that each pays homage to its past tenant. My tip is to visit The Doss House on a Sunday evening and enjoy an Irish music session and sing song.

05 The Porterhouse Irish Pub

Situated in the heart of Surry Hills the Porterhouse is a traditional Irish pub that will make you feel right at home. Well known for having the best pint of Guinness and Curry Chicken in town.

style comfort power The best equipped guestrooms.

Add value to the guest experience, reflect your brand and complement your dĂŠcor.

A family-owned and operated business established in 1975, Weatherdon is the preferred supplier to more than 1,600 hotels in Australia and New Zealand.

Our team of designers and manufacturers is able to specify standards to meet the unique demands of the hospitality sector. www.weatherdon.com.au Phone: 02 9906 2202 Email: sales@weatherdon.com.au

AN HM x HILTON PROMOTION

The

HiltonEffect

24 HM The Business of Accommodation

In 1919, Conrad Hilton opened his first hotel in Cisco, Texas and set in motion the birth of an empire.

COVER STORY

H

ilton has transformed our industry over and over, whilst hotel brand in PNG ‒ Hilton hopes to deliver a new standard of continuing to have a profound impact on its guests, team accommodation, F&B offering and conference facilities to travellers members and communities around the world. visiting Port Moresby.

It all began in 1919, when Conrad Hilton bought his first As recounted by Heath, Hilton has impacted millions of team hotel ‒ ‘The Mobley’ in Cisco, Texas. It is since then that Hilton has led the members – by fostering the powerful entrepreneurial spirit and industry with an innovative approach to products, amenities and service. autonomy that Conrad Hilton established.

In 1927, the Waco Hilton was the first hotel to offer cold running With over 4,000 people currently working in Hilton hotels and water and air‒conditioning in its guest rooms. Later, in 1947, the corporate offices across Australasia, Hilton was in 2018 named Australia’s Roosevelt Hilton in New York had the honour of becoming the first best hospitality company to work for by Great Place to Work. More hotel to install televisions in rooms. Hilton was then the first to install a recently, Hilton was recognised as Australia’s Employer of Choice for multi‒hotel reservation system in 1948 and in 1959 opened the world’s Gender Equality by the Workplace Gender Equality Agency. first airport hotel at Hilton San Francisco Airport.

Hilton’s world‒class standards have inspired multiple generations One‒hundred years later and 2019 is shaping up to be the of hospitality talent in Australasia and opened doors for them. An company’s most dynamic year yet, with a portfolio of 17 world‒class example of this is Hilton Australia’s national partnership with The brands comprising more than 5,600 properties in 113 countries and Smith Family. As part of Careers@Hilton week, Hilton work with The territories. In its centenary year, Hilton will launch three new brands Smith Family on the ‘Work Inspiration’ program, a three‒day work globally, continue to develop innovations like the first mobile‒centric experience program that enables disadvantaged youth to reach their ‘Connected Room’ and expand into eight new countries. It’s clear Hilton full potential and highlights what a career in hospitality could look like. is pioneering the way for the next century of hospitality.

Since working with The Smith Family, Hilton has seen Hilton entered the Australasian market in 1974 with the opening approximately 500 students go through the program so far. of the iconic Hilton Sydney. Fast forward to today and Hilton has 27 Hilton has woven itself into the history, economies and trading hotels, with 10 more in the pipeline. This past year has seen the infrastructure of communities all over the world, becoming introduction of the Curio Collection by Hilton brand in Australia with indispensable focal points in the process. It has been the first to enter the opening of West Hotel Sydney, as well as the recent opening of numerous emerging markets around the globe, has often remained Hilton Port Moresby, the company’s first hotel in Papua New Guinea. during difficult times and has led the charge on revitalising areas that Spending the last century dedicated to fulfilling its mission may have lost hope. of being the most hospitable company in the world, Hilton has Across Australasia, Hilton’s team members have spearheaded welcomed more than three billion guests, provided employment wide‒ranging initiatives to engage the larger community where Hilton opportunities to over 10 million team members and given back to operates, serving as agents of change who make a positive difference in thousands of communities. people’s lives beyond the hotels.

In late 2018, Hilton commissioned a study into the impact that Hilton has had around the world, undertaken

by University of Stanford Business Professor, Chip Heath and co‒authored by Karla Starr. The study, which became a commercially published e‒book, was entitled ‘The Hilton Effect’ and illustrates the positive, world‒altering impact Hilton has had, and continues to have, on billions of lives and thousands of communities around the globe. Hilton is entering new travel markets and bringing people and cultures together to make the world feel smaller, while expanding horizons and opportunities.

“We truly believe that travel would not be where it is today without Hilton,” said Heidi Kunkel, Vice President of Operations Australasia, Hilton. “Over the course of our 45‒ Heidi Kunkel, Vice President of Operations Australasia, Hilton. year history in Australasia, we’ve witnessed the incredible positive impact travel and tourism can have. Today, as the popularity of travel continues on its upward trajectory, we aim to continue our pioneering spirit and be a beacon for hospitality.”

Take Fiji for instance. Hilton team member Wilisoni Buadromo had Through extensive independent research and in‒depth interviews, a singular vision to make education accessible to the poorest children.

Heath found deeper meaning in the history and influence of the As part of the Thrive@Hilton sabbatical program, he chose to become company over the past century. Heath focused on three areas that he a volunteer tutor at Foundation for the Education of Needy Children argues define The Hilton Effect.

(FENC) and participated in fundraising drives. Empowered by Hilton, Conrad Hilton was a visionary who had his first experience in Wilisoni was able to put his cash grant to amazing use in supporting hospitality hosting weary travellers on the road for work at his family’s children whose families are still struggling to recover from hurricanes boarding house and later at his first hotels. or who are otherwise unable to attend school regularly.

Since then, Hilton has influenced guests by easing travel and Says Heidi: “In order to maintain The Hilton Effect for another broadening perspectives – changing travel as we know it through a century century, it is important that we continue to embrace a workplace culture of firsts to create a modern travel industry and innovating the guest that thrives. In return, we hope to continue providing heartfelt and experience ‒ from the first concierge service for female travellers over 50 authentic experiences that enrich our guests’ lives; deliver performances years ago to unexpected moments at the breakfast buffet. that allow owners to prosper and make our communities even stronger.

Hilton has helped travellers step out of their comfort zone, We also hope to continue creating meaningful opportunities for our embrace new experiences and open their mind to new destinations. team members so they can prosper today and have an even better and For instance, Papua New Guinea is still a relatively undiscovered brighter future.” leisure destination rich in culture and abundant with natural beauty.

The Hilton Effect is real, and here’s cheers to the next century of With the opening of Hilton Port Moresby ‒ the first international Hilton Hospitality! n

“We truly believe that travel would not be where it is today without Hilton”

hotelmanagement.com.au 25

CONFERENCES

AHICE turns Star speaker; IHG's Leanne Harwood

IF YOU TRACE ANYTHING BACK FAR ENOUGH, YOU COULD SAY EVERYTHING BEGINS AS AN IDEA IN SOMEBODY’S MIND. AS IT WAS, FROM IDENTIFYING A MARKET GAP IN 2010, THE CONCEPT OF AHICE WAS BORN AND IN 2019, THE EVENT CELEBRATES A DECADE OF BRINGING THE INDUSTRY TOGETHER. CE sessions are freq AH I uen

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26 HM The Business of Accommodation

Howard Kemball of KCom has been instrumental in AHICE’s long‒term success to date

I

t would be impossible to quantify how many deals have been done in the 10 years of the Australian Hotel Industry Conference and Exhibition (AHICE) to date. But one thing is for certain –in that time, the event, which turns 10 in 2019, has been responsible for signing major deals, establishing many new professional relationships and the setting of many preliminary discussions on a product or service which now features proudly in a hotel somewhere in Australia or around the world.

AHICE was born in 2010 when The Intermedia Group (publisher of HM) and the Australian Hotels Association (AHA) identified a huge opportunity in the market for a conference targeted at the operational side of the accommodation industry, one that primarily targeted hotel executives.

Meetings ensued between Intermedia’s team of Managing Director Simon Grover, Publisher James Wells, Editor-In-Chief James Wilkinson, Group Sales and Sponsorship Manager Adam Daff and Interpoint Events Managing Director Simon Cooper and the AHA’s team of AHA CEO Des Crowe, AHA National Accommodation Division President, Patrick Griffin, AHA Manager - Accommodation Division, Juliana Payne, and AHA (NSW) Accommodation Division Chairman, Richard Munro.

Expectations were high for success in the first year of the event, with Griffin saying it would become the “must-attend annual conference for hoteliers and their senior executives”.

“We all need to take time out from the busy day-to-day of working in our business, to step back and work on our businesses, for future growth and prosperity,” he said.

CONFERENCES The comments from Griffin are still a basis for what AHICE is all about to this day and the event has grown to become the largest accommodation industry conference in Australasia.

Leading hotel asset manager, Howard Kemball, joint chair of AHICE and the emcee of the annual event, fondly recalls one the embryonic events leading to the event’s debut in 2010.

“It started for me when James Wells (HM Publisher) called to invite me for lunch,” he said. “I arrived at the Intermedia offices - a terrific converted warehouse in Glebe, Sydney - and was then transported to a restaurant in Pyrmont where a long lunch ensued.

“I can’t remember much of that lunch except James has excellent tastes in wines and knows how to chat. The pitch was to see if I was interested in emceeing a new venture – AHICE – an event involving a conference, an exhibition and a whole lot of networking.”

Crucial to the event each year also is the highly skilled team of event organisers at Interpoint Events – a sister operation to HM’s publisher, the Intermedia Group.

Interpoint Events Managing Director, Simon Cooper, said AHICE was launched to compete with expensive industry conferences which inexplicably didn’t allow hotel chains to bring their management teams.

“We launched AHICE a decade ago in response to industry comments they needed an affordable event they

“It´s the mustattend annual conference for hoteliers and their senior executives” Former AHA Chairman, Patrick Griffin

AHICE also features an extensive exhibitor hall for industry suppliers to showcase their products and services

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could bring their managements teams to, that address key issues with knowledgeable speakers,” he said.

“AHICE has grown from a one-day event for 300 people to a two-day conference with more than 750 delegates. This didn’t happen overnight but having the same organising team since day 1 has greatly assisted us refining and tweaking the event each year.

Through the editorial and commercial team at HM magazine and with Howard Kemball’s steadying hand on the tiller as MC, we have steered the AHICE ship to become the most significant gathering of senior hotel managers in Australia.”

The first AHICE took place at the Swissotel Sydney over one day in September 2010, with around 30 industry leaders presenting. Since then, around 7,500 of the hotel industry’s heavyweights and influential team members have donned an attendee badge, with the event also doubling in length in that time.

All along, the purpose of AHICE was to create a platform on which different sectors of the accommodation industry could come together for networking and relationship building, while also having the opportunity to hear from the industry’s inspirational leaders and other accomplished businessmen and women from around the world.

Over the years, some of these headlining personalities to have addressed AHICE have included influential finance and business columnist Ross Greenwood, Qantas Chief Economist Dr Tony Webber, Australia’s most prolific hotel investor Dr Jerry Schwartz, celebrity chef Luke Mangan and some of the world’s leading hoteliers including Accor Asia-Pacific CEO Michael Issenberg and Marriott International AsiaPacific President and Managing Director, Craig Smith and former Starwood CEO Frits van Paasschen.

Emblematic of HM magazine’s readership, the event has attracted a strong following among hotel owners and CEOs, Managing Directors, Chairpersons, Regional Directors and principals. In fact, around one in four attendees are ranked among the most senior decision makers that drive the hotel industry in this and many other regions around the world.

Much like the host publication HM, AHICE continues to pursue the hot button issues affecting the industry. These issues have been vigorously debated, often with tangible levels of passion and energy, by key stakeholders eager to impart their views. These panels have, in varying ways, directly contributed to shifts in industry culture and helped to shape trends which thrive to this day.

Over the years, these panels have covered issues including ‘What Owners Want’, ‘Digital Generation’, ‘Women in Leadership’, ‘Benchmarking Sustainability’, ‘Essentials of working with social’ and many more.

AHICE has grown immeasurably since that groundbreaking day in 2010. After three successful years of being hosted in Sydney, the event moved south to Victoria in 2013 where it has continue to grow since.

Last year, more than 750 hoteliers, investors, owners and executives passed through the luxury hotel’s doors.

The 2019 edition of AHICE takes place once again at the Grand Hyatt Melbourne from May 1-2. Limited tickets remain and visit www.ahice.com.au for more information. n hotelmanagement.com.au 27

LEADERSHIP

Asia-Pacific expectation THE FIT TRAVELLER MARKET IN CHINA, INDIA AND A NUMBER OF OTHER APAC-REGION NATIONS IS ON THE CUSP OF EXPLODING AND HOTELS ARE DESPERATE TO KEEP UP. RADISSON HOTEL GROUP PRESIDENT OF ASIA PACIFIC, KATERINA GIANNOUKA, TELLS HM OF THE CHALLENGES AT HAND.

“It is worth noting that fewer than 10 per cent of Chinese or Indian citizens currently hold passports.”

W

ith 2018 well behind us, the Asia Pacific hotel industry reflects on a broadly positive year and has entered 2019 with optimism.

Overall, the region continues to benefit from rising demand in business and leisure travel, driven by strong intra-regional demand. According to the latest data from the UNWTO, inbound travel grew seven per cent in the first half of the year – faster than the global average.

Southeast Asia recorded the strongest results, with an increase of nine per cent in international visitation.

In terms of business travel, GBTA projects that India and Indonesia will be the world’s fastest growing markets over the next five years, while China will consolidate its place as the world’s biggest business travel market. Asia Pacific’s MICE industry is also expected to witness the world’s highest growth rate of +8.6 per cent by 2023, driven by China, India and Singapore, according to Allied Market Research.

These underlying trends are driving positive performance in the hotel industry. According to STR, region-wide occupancy averaged above 70 per cent in the first ten months of 2018, and revenue per available room (RevPAR) increased by 2.5 percent – a healthy result.

Challenges remain, however. Following several recent high-profile incidents, cyber security will likely become a priority for hotel groups. The hotel industry at large, also continues its battle to reduce its reliance on third parties by striving to drive more direct bookings.

The approach relies on personalisation of travel, driving loyalty and enhancing guest experience, which are all key focus areas for Radisson Hotel Group.

We are still not seeing the full impact of longpredicted challenges of the “disruptors”. Accommodation sharing sites like Airbnb have successfully carved their own slice of the market, but this has not come at the expense of the internationally branded hotel business.

For destinations in Asia Pacific, the key feeder markets of China and India are already changing

28 HM The Business of Accommodation

the tourism landscape, and this will continue for the foreseeable future. According to the UNWTO, China – already by far the world’s largest outbound market – reported sustained spending in the first half of 2018, while India also experienced strong growth. It is worth noting that fewer than 10 per cent of Chinese or Indian citizens currently hold passports. As affluence rises and these vast Asian populations start travelling in greater numbers, the impact on regional tourism is anticipated to be unprecedented.

In alignment with these underlying trends, Radisson Hotel Group’s Asian expansion strategy is focused on these key markets: India, China, Indonesia and other promising destinations such as Vietnam. In India, we signed eight new hotels in 2018, and in China we recently opened new Radisson hotels in Suzhou and Ningbo and a Radisson Blu in Zhengzhou. In Vietnam, Radisson Blu Resort Phu Quoc marked our debut in the country while in Indonesia, we opened Radisson Blu Bali Uluwatu and Radisson Medan. In a strategic move, we also took full control of our Indonesian joint venture, which allows us to accelerate our development in this promising market.

Our growth will continue in 2019, with acceleration in China as we introduce more of our brands into exciting new markets. We will also introduce Radisson and Radisson Blu to Wuhan, the major metropolis and high-tech business hub in central China. With buoyant regional economies, lower barriers to travel and rising affluence, the APAC travel industry is currently cruising.

Radisson Hotel Group, with its strong regional presence, refined brand architecture, and clear market strategy, underpinned by a brand-new technology platform in 2019, is perfectly poised to capitalise on these bright market conditions. We anticipate exciting opportunities in 2019 and beyond, as we embark on a period of accelerated and strategic growth across Asia Pacific. Our guests can look forward to enjoying Radisson Hotel Group’s world-class hospitality in even more Asian destinations in future. n

1-2 MAY 2019 GRAND HYATT MELBOURNE

People, Product and Performance in a period of unprecedented growth

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Page 2 |

PLATINUM SUPPORTER

Welcome to AHICE 2019

Welcome to the 10th annual Australasian Hotel Industry Conference and Exhibition (AHICE), hosted and presented by HM Magazine at Grand Hyatt Melbourne.

This is our seventh year in Melbourne and it’s our most successful to date, with around 800 owners, investors, CEOs, executives, managers, leading suppliers, consultants and educators from across Asia-Pacific expected to attend. AHICE has become the eminent two-day must-attend event for the Australasian hotel industry.

Once again, you’ll find a full two-day program on the back of demand to include major investment sessions covering both local and international investors, along with family owners, major funds, REITs and owner-operating chains, as well as operations sessions spanning human resources, food and beverage and technology.

At AHICE 2019, we have put together such a comprehensive program to ensure you’ll hear from the best and learn from the best as investment, management, innovation and information collide at the industry’s most inspiring and educational hotel industry conference one that we always make sure is loaded-up with world class speakers from across the globe.

A special thank you goes out to the 2019 AHICE Program Advisory Board for helping create the agenda for this year’s event.

You’ll also find a fantastic exhibition featuring some of the leading products available in the hotel marketplace and I encourage you to say hello to each of them during registration, morning teas, lunches and in our afternoon tea breaks. Without these fantastic sponsors, events like AHICE would not be possible.

Enjoy AHICE 2019 and please don’t hesitate to come and say hello during the event.

Yours in hospitality,

James Wilkinson Editor-In-Chief, HM Magazine and hotelmanagement.com.au Chair, AHICE Program Advisory Board

Adam Daff HM Group Sales & Sponsorship Manager

2019 AHICE PROGRAM ADVISORY BOARD CO-CHAIRS: Howard Kemball, Director, KCom James Wilkinson, HM Magazine MEMBERS: Abhijay Sandilya InterContinental Hotels Group

Karen Wales Colliers International

Nigel Greenaway Colliers International

Adam Daff HM Magazine

Leanne Harwood InterContinental Hotels Group

Peter Tudehope Radisson Hotels Group

Anthony Stanley Choice Hotels Asia-Pac

Lindsay Leeser Accor

Richard Munro Accommodation Association of Australia

Andrew Turner Lancemore Group

Lindy Randall Ashurst

Robert Williams Withers Worldwide

Carol Giuseppi Tourism Accommodation Australia

Lucia Grambalova Mulpha International Bhd

Tushar Raniga Hilton

Caspar Schmidt Naked Hotels

Michael Johnson ParkRoyal Hotels

Wayne Taranto Crown Group

Dean Dransfield Dransfield Hotels & Resorts

Michael Smith Ananas Consulting

Julian Clark Lancemore Group

Michael Simpson Savills | Page 3

AHICE | Program WEDNESDAY 1 MAY 2019 8.00am-9.00am REGISTRATION, REFRESHMENTS & NETWORKING

• Will Deague

CEO, Deague Group

• Zed Sanjana

CEO, Veriu Hotels and Suites

9.00am-9.10am

Welcome to AHICE 2019: Howard Kemball (Editor-In-Chief, HM magazine)

9.10am-9.20am

KEYNOTE SPEECH: The Lord Mayor of Melbourne, Sally Capp, on the city’s accommodation market

11:15am-11:45am MORNING TEA & NETWORKING

(Host of AHICE & Director, KCom) and

James Wilkinson

11:00am-11:15am HOTELIER Q&A:

Jane Hastings

CEO, Event Hospitality & Entertainment

11:45am-12:15pm KEYNOTE SPEECH:

Gus Balbontin 9.20am-9.40am

HOTELIER Q&A: Kenneth Macpherson

CEO - Europe, Middle East, Asia and Africa, InterContinental Hotels Group (London)

9.40am-10.10am EXECUTIVE PANEL:

What Owners Want (Part 1: the Owners) Moderator:

Howard Kemball

Former Executive Director and CTO of Lonely Planet

Presented in association with Fairmont Designs

12:15pm-12:25pm HOTELIER Q&A:

Paul Bromley

Chief Financial Officer, Choice Hotels Asia-Pac

Director, KCom

Panellists: • David Scalzo

Managing Director, Perri Projects

• Dr Jerry Schwartz

12:25pm-12:35pm INVESTOR Q&A:

Ronald Barrott

CEO, Pro-invest Group

Director, Schwartz Family Co

• Lucia Grambalova

General Manager - Hotel Investments, Mulpha Australia Limited

• Malcolm Bean

Director, Beanmkrgy Pty Ltd

10.10am-10.20am HOTELIER Q&A:

Simon McGrath

COO – Pacific, Accor

12:35pm-12:55pm KEYNOTE PRESENTATION:

Economic outlook from Besa Deda

Chief Economist, St George Bank

12:55pm-1:05pm

HOTELIER Q&A: Julian Clark

CEO, Lancemore Group

10.20am-10.30am KEYNOTE PRESENTATION:

The hotel valuer’s perspective by Adam Ellis

1:05pm-1:10pm KEYNOTE PRESENTATION:

The visitor economy outlook from Victoria University

10:30am-11:00am EXECUTIVE PANEL:

‘Boutique blooming’ Moderator:

Julian Clark

1:10pm-1:15pm

HOTELIER Q&A: Dino Mezzatesta

1:15pm-2:00pm

LUNCH & NETWORKING

Director - Hotels & Leisure, LMW

Chief Operating Officer, The Star Sydney

CEO, Lancemore Group

Panellists: • Jure Domazet

CEO, Doma Hotels

• Mark Peters

Founder, Tribe Hotels

• Paul Fischmann

Page 4 |

CEO, 8Hotels

2:00pm-2:15pm KEYNOTE PRESENTATION:

‘By the Numbers’ – the STR outlook for 2019

by Jesper Palmqvist

Area Director Asia Pacific and

Matthew Burke

2:15pm-2:25pm

Business Development Manager – Pacific

HOTELIER Q&A: Sebastien Bazin

Chairman & CEO, Accor (Paris – global exclusive video)

• Lindsay Leeser

INDUSTRY FUN: The 2019 HM Hotel Industry Challenge game hosted by James Wilkinson

2:55pm-3:10pm

3:10pm-3:40pm

HOTELIER Q&A: Heidi Kunkel

Vice President Operations – Australasia, Hilton

KEYNOTE PRESENTATION: Global hotel sales outlook by George Nicholas

Vice President Development – Pacific Region, Hyatt Hotels & Resorts

4:35pm-4:45pm

HOTELIER Q&A: Paul Constantinou

4:45pm-5:05pm

HOTELIER Q&A: David Udell

5:05pm-5:15pm

KEYNOTE Q&A: From luxury lodges to inflight dining: the secrets to F&B success with Joost Heymeijer

5:15pm-5:45pm

EXECUTIVE PANEL: The 2019 hotel industry outlook with Robert Williams

Withers Worldwide

2:45pm-2:55pm

Senior Director, Hotel Development – Australia, New Zealand & Pacific, Marriott International

• Monika Dubaj

2:25pm-2:45pm

Vice President Development & Franchise – Pacific, Accor

• Richard Crawford

Chairman, Quest Apartment Hotels

Group President – Asia-Pacific, Hyatt Hotels Corporation (Hong Kong)

Senior Vice President Inflight Catering at Emirates Airline and formerly General Manager, Emirates One&Only Wolgan Valley Resort and Spa (Dubai – global exclusive video)

Global Head of Hotels, Savills, (London)

EXECUTIVE PANEL: Australasian Real Estate Investment Outlook Moderator: Karen Wales Director, Transaction Services, Hotels Asia Pacific, Colliers International

Partner & Head of Hotels and Hospitality Asia Pacific,

Panellists: • Dean Dransfield

Managing Director, Dransfield Hotels & Resorts

Panellists: • Andrew Jolliffe

• Leanne Harwood

• Craig Collins

• Peter Tudehope

• Michael Simpson

• Raymond Clement

Managing Director, HTL Property Chief Executive Officer – Hotels and Hospitality Australasia, JLL Managing Director – Hotels, Savills Australia and New Zealand

Managing Director - Australasia and Japan InterContinental Hotels Group General Manager, Radisson Blu Plaza Hotel Sydney & Area General Manager, Radisson Hotels Group Managing Director – Hotels Asia-Pacific, Savills (Singapore)

• Wayne Bunz

3:40pm-4:10pm

National Director, CBRE Hotels

AFTERNOON TEA & NETWORKING

4:10pm-4:35pm EXECUTIVE PANEL:

Development: Luxury Brands

Moderator:

Gus Moors

Head of Hotels – Australia, Colliers International

Panellists: • Abhijay Sandilya

5:45pm-6:00pm

PRESENTATION: The inaugural Paul Davis Hotel Design Award in association with Pro-Invest Group

6:00pm-8:00pm

AHICE WELCOME EVENT & NETWORKING Presented by the Accommodation Association of Australia at Sofitel Melbourne on Collins

Senior Director, Development – Australasia, InterContinental Hotels Group

* The final program is subject to change.

| Page 5

AHICE | Program THURSDAY 2 MAY 2019 7:45am-8.45am HIGHER LEARNING:

Breakfast with Torrens Universities Australia

and the Blue Mountains International

Hotel Management School (BMIHMS): the

AHICE Professional Development Course

– “Management vs. Leadership” Micro

Module, where every attendee receives a certificate!

(RSVP essential and limited to only 100 places)

8.45am-9.00am REGISTRATION, REFRESHMENTS & NETWORKING

10.40am-11.00am HOTELIER Q&A:

Craig S. Smith

Managing Director – Asia-Pacific, Marriott International

(Hong Kong)

11.00am-11.30am

MORNING TEA & NETWORKING

11.30am-12.00pm

EXECUTIVE PANEL: Human Resources: Why Diversity Matters Moderator: Suzi Finkelstein

9.00am-9.05am

Welcome to AHICE 2019 Day Two: Howard Kemball

Director, Leadership and Advocacy Women & Leadership Australia

Panellists: • Heidi Kunkel

Vice President Operations – Australasia, Hilton

• Leanne Harwood

9.05am-9.35am

EXECUTIVE PANEL: What Owners Want (Part 2: the Asset Managers) Moderator: Nigel Greenaway

Managing Director - Australasia and Japan InterContinental Hotels Group (IHG)

• Sean Hunt

Area Vice President - Australia, New Zealand & Pacific, Marriott International

• Simon McGrath

COO – Pacific, Accor

National Director of Hotels, Colliers Australia

Panellists: • Gary Lopez

Asset Manager – Hotels, SB&G Group

• Robert Wilson

Principal, Prime Square

• Sabine Schaffer

12.00pm-12.20pm HOTELIER Q&A:

Joon Aun Ooi

President and Managing Director - South East Asia and Pacific Rim, Wyndham Hotels and Resorts (Singapore)

Managing Partner, Pro-invest Group

• Sarah Phillipson

Hotel Consultant and Hospitality Specialist

12.20pm-12.30pm INVESTOR Q&A:

Dr Jerry Schwartz

9.35am-9.55am

9.55am-10.10am

Director, Schwartz Family Co

HOTELIER Q&A: Michael Issenberg

CEO – Asia-Pacific, Accor (Singapore)

KEYNOTE PRESENTATION: Industry Update by Richard Munro

Chief Executive Officer, Accommodation Association of Australia

12.30pm-1.00pm EXECUTIVE PANEL:

Development: Upscale brands booming

Moderator:

Andrew Taylor, Managing Director, Cre8tive Property

Panellists: • Mark Bullock

Director - Development, Australasia, Radisson Hotels

• Matt Holmes

10.10am-10:20am KEYNOTE Q&A:

Paul Watson

Executive Manager of Member Experience, Hostplus

Director of Development and Acquisitions, Wyndham Hotels and Resorts

• Michael Herman

Executive Development Manager – TFE Hotels

• Patrick Lonergan

Director of Hotels, Doma Group

• Robert Scullin

10.20am-10.30am INVESTOR Q&A:

Iwan Sunito

Founder and CEO, Crown Group

10.30am-10.40am HOTELIER Q&A:

Keith Barr

Page 6 |

CEO, InterContinental Hotels Group (London – exclusive video)

1.00pm-1.45pm

Vice President of Development – Australasia, Hilton

LUNCH & NETWORKING

1.45pm-2.00pm

KEYNOTE PRESENTATION: Australian inbound tourism outlook by Phillipa Harrison

2.05pm-2.20pm

LEADERSHIP KEYNOTE Q&A: Girish Jhunjhnuwala

Executive General Manager - International, Tourism Australia

Founder and CEO, Ovolo Hotels and winner of the AsiaPacific Hotelier of the Year at the 2018 HM Awards (Hong Kong)

4.05pm-4.30pm EXECUTIVE PANEL:

The hotel Food and Beverage trends for 2019

you need to know

Moderator:

Michael Rodrigues

Panellists: • Alison Hulm

Director – Restaurants and Bars, Australasia and Japan, InterContinental Hotels Group

• Luke Butler

Managing Director, Hastings People

• Dave Galvin

Director, Site Hospitality

• Adam Petta

Director of Culinary, QT Hotels and Resorts

2.20pm-2.35pm

KEYNOTE PRESENTATION: The future of hotel technology with Drew Bowering

• Vincent Lombino

Senior Director Market Management, Oceania, Expedia Group

2.35pm-3.00pm EXECUTIVE PANEL:

The 2019 Hotel Technology Outlook

Moderator:

Craig Simpson

Standing Rock Technologies

Panellists: • Kim McKay, Director

Klick Communications

• Sihil Piyasiri

Director, Global Hotel & Owner Solutions, Australasia & Japan, IHG

• Ted Horner

Managing Director, E Horner & Associates

4.30pm-4.55pm EXECUTIVE PANEL:

‘DRINKS WITH THE BOSSES’:

The 2019 hotel industry ‘SWOT’ Q&A session with James Wilkinson, served alongside

local beer and wine

Panellists: • Alex Billing

• Bradley Woods

• Craig Bond

• Graham Perry

• Wayne Taranto

4.55pm-5.00pm

AHICE 2019 event wrap-up with Howard Kemball & James Wilkinson

PRIZE DRAW: The 2019 AHICE major prize draw – be in the room to win!

3.35pm-3.50pm

KEYNOTE PRESENTATION: Industry Update by Martin Ferguson

3:50pm-3:55pm

HOTELIER Q&A: Jeff Wagoner

3.55pm-4.05pm

KEYNOTE SPEECH: Re-energising Australia’s nightlife and the impact on the hotel industry by Night Time Industries Association Chair & Time Out Australia Managing Director, Michael Rodrigues

CEO, Australian Hotels Association (WA) Executive Vice President – Operations, Onyx Hospitality Group (Bangkok) Managing Director – Australasia, Best Western International Director of Hotels and Suites, Crown Group/Skye Suites

AFTERNOON TEA & NETWORKING

3.30pm-3.35pm

Regional Vice President – Operations Australia and New Zealand, Next Story Group

3.00pm-3.30pm

Group Director Food and Beverage, Ovolo Hotels (Hong Kong)

Chair, Tourism Accommodation Australia

CEO, Outrigger Hospitality (Honolulu – global exclusive video)

* The final program is subject to change.

| Page 7

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DULUX GROUP STAND: 36 DuluxGroup’s origins date back to 1918, with its original heritage in decorative paint for Australian and New Zealand homes.

Today, DuluxGroup is a leading marketer and manufacturer of premium branded products that protect, maintain and enhance the spaces and places in which we live and work.

From household rooms transformed by colour and texture, to a back garden brimming with spring vegetables, to the latest in garage door design and technology, to the industrial coatings that protect landmark infrastructure such as bridges and the construction chemicals that reinforce them; DuluxGroup products are at work. Our brands have been woven into the fabric of the communities where we operate, helping consumers to live better and more comfortable lives.

Web: www.​duluxgroup.​com.​au

FAIRMONT DESIGNS STAND: 30 Fairmont Designs is headquartered in Los Angeles and focuses on supplying furniture to the global hospitality industry. We are committed to providing exceptional service across a broad range of projects ranging from premium casino to local inns. Since 2001, we have successfully executed over 1500 projects for the most recognised hotel brands around the world. We are excellent in execution through leveraging our extensive product development, project management expertise and manufacturing capability from our three factories in Taiwan, Vietnam, and China. Our international team based in Taipei, Taiwan would welcome the opportunity to help develop and deliver your next project.

Web: www.​fairmontdesigns.​com

FCS COMPUTER SYSTEMS STAND: 18 With over three decades of global experience, FCS is a leading hospitality technology platform provider with an extensive portfolio of integrated products used by more than 5,000 hotels, with over 8,000 installations in 32 countries.

Headquartered in Singapore with 13 offices worldwide, FCS’ integrated platform for hotel operations enhances the guest experience by automating and streamlining processes, empowering staff and providing hotel management with real-time information.

Web: www.​fcs.​gov.​au

Page 8 |

HOSPITALITY WIFI STAND: 34 Hospitality WiFi was founded in 2001 by a former hotel GM to provide fast, reliable Wi-Fi service designed to meet the needs of hospitality properties. We can now be found at more than 3,000 sites around the world, with over 275,000 rooms under our support. Our competitively-priced services include designing networks, recommending and installing equipment, and providing remote monitoring and 24 x 7 guest technical support. We are the #1 choice of multiple major hotel brands. By listening to our customers and treating your guests like our guests, we aim to provide the kind of service that keeps guests coming back.

Web: www.​hospitalitywifi.​com

HOSTPLUS STAND: 12 Hostplus is the industry super fund for those who live and love Australian hospitality, tourism, recreation and sports.

As an industry fund, our focus is on delivering maximum returns on our members investments, not profits to shareholders.

We’re exceptionally proud of the work we do to support the retirement outcomes of members and those who choose Hostplus recognise our commitment to their success.

From our industry leading approach to investments to our high-value insurance offerings and dedicated member services team, we strive to deliver absolute value throughout our members’ careers and beyond.

Hostplus, wherever life takes you, we go with you.

Visit www.hostplus.com.au

INTRUST SUPER STAND: 24 Intrust Super is proud to once again be a Diamond Sponsor of the Australasian Hotel Industry Conference.

We have worked side by side with the hotel industry for 30 years and have seen the industry grow and evolve.

Much like the industry we support, we continue to innovate and advance our products and services to ensure our clients and members receive the very best from their super fund.

With historically strong returns1, multi-award winning ‘best value insurance’ options2 and personalised service, Intrust Super is the super for hotels.

Please visit the Intrust Super stand to see how we can assist you.

1 Past performance is not an indicator of future returns 2 Awarded by Money magazine 2013-2018

Web: www.​intrustsuper.​com.​au

KOHLER AUSTRALIA

MAAS & CO. + PELICAN ROUGE STAND: 10 Maas & Co is a consultancy specialising in

production and procurement of tailor-made furniture, joinery and lighting. We know design. We know materials.

We know manufacturing and construction. With our ability to build strong partnerships get things done in the smartest way possible.

Exceptional furniture - we make it happen.

Web: www.maasandco.com Pelican Rouge Importers and distributors of the world’s highest quality commercial coffee machines. We offer only the latest technologies in Automatic and Traditional Espresso Coffee Systems & Grinders. Our established range and support services are designed to ensure the reliability of your coffee system and the quality of your product. Best of all, they are easy to use and come with a range of great features.

Web: www.pelicanrouge.com.au

MIELE PROFESSIONAL STAND: 16 Whether you’re a large hotel, or a boutique guesthouse, the need to continuously clean sheets and towels, glasses and crockery remains the same.

Miele Professional offers a full line-up of machines for laundry care and dishwashing in hotels. Users benefit from comprehensive solutions which include planning, installation and after-sales service. Long-term ownership is a feature of every Miele machine, and the associated cost and environmental benefits of reliable and long-lasting equipment are appreciated by our customers. In a recent survey conducted by the independent ‘Mercuri International’ institute, 97% of customers stated that they would buy their machines again from Miele Professional.

Web: www.​miele.​com.​au

PACIFIC LABOUR SCHEME STAND: 48 The Scheme currently enables citizens of Kiribati, Nauru, Papua New Guinea, Samoa, Solomon Islands, TimorLeste, Tonga, Tuvalu and Vanuatu to take up low and semi-skilled work opportunities in rural and regional Australia for up to three years. The Scheme will be expanded to more Pacific island countries to help meet demand in rural and regional Australia. Through these opportunities, workers earn income and develop skills which benefit their families and communities. The Pacific Labour Scheme will help fill labour gaps in Australia’s towns and on our farms, boosting economic activity and competitiveness in rural and regional Australia.

Web: www.​thepalladiumgroup.​com

STAND: 52 Founded in 1873 and headquartered in Kohler, Wisconsin, USA, Kohler Co. is one of America’s oldest and largest privately held companies comprised of more than 30,000 associates worldwide. With more than 50 manufacturing locations around the world, Kohler is a global leader in the manufacture of kitchen and bath products; engines and power systems; premier furniture, cabinetry and tile; and owner/ operator of two of the world’s finest five-star hospitality and golf resort destinations in Kohler and St Andrews, Scotland.

In Asia-Pacific, Kohler Co. is active in 14 major countries and territories.

Web: www.​kohler.​com.​au | Page 9

AHICE | Program PRECOR STAND: 60 Precor, headquartered in Greater Seattle, Washington, designs and manufactures premium end-to-end commercial equipment that help people live the lives they desire. Through a strong focus on Experience Design, Precor delivers best-in-class products, top-ranked service, unparalleled expertise and resources needed to help hotel operators win. In Australia, PRECOR has supplier partnerships with some of the largest hotel, luxury residential apartments and health clubs in the world including Anytime Fitness, World Gym, YMCA, Fernwood, Hilton Worldwide, IHG, Marriott, Hyatt, Wyndham, Accor and TOGA Group.

VINTECH SYSTEMS STAND: 20 Vintech Systems is an Australian-owned business with over 20 years’ dedicated experience as a distributor and supplier of a comprehensive range of integrated products for the hospitality and accommodation industries. Vintech Systems prides itself on being the sole distributor in the Oceania region for a number of globally leading brands. With a large support team able to offer a full 24/7 x 365 day service and with a range of ongoing service agreement options available, Vintech Systems is the best long term partner for any property.

Web: www.​vintech.​com.​au

To find out more about PRECOR, visit: www.​precor.​com

PROSEGUR STAND: 32 Prosegur Cash is a global leader in cash management solutions. We are the chosen partner for many of Australia’s most iconic Hotel Groups and help these businesses realise efficiencies and cost savings whilst focusing on staff safety and WHS requirements. With a presence across all states and territories, we provide: - Cash collections / cash-in-transit - Cash automation via our Smart Cash solution (intelligent-safes) - Cash reporting & forecasting - End-to-end ATM solutions and maintenance services Web: www.​prosegur.​com.​au

RMS CLOUD STAND: 40 RMS Cloud has a heritage spanning more than 30 years with a history of delivering PMS and Distribution solutions to accommodation providers. RMS Cloud is one of the fastest growing PMS providers in the world, with over 500 new customers signing onto the Hospitality Cloud over the past year.

There are over 6,000 properties in 30 countries taking advantage of RMS’ unique ability to bring front office systems, back-office systems including accounts, housekeeping and maintenance, online bookings, channel management and access to the general distribution system and leading rate and revenue management applications through a single cloud-based enterprise application.

Web: www.​rms.​com.​au

SPIRIT TELECOM – SKY-SPEED WIRELESS INTERNET PROVIDER STAND: 2 Spirit was rated as Australia’s fastest ISP and is a disruptor in the telco industry.

Using its own advanced fixed wireless network, Spirit provides a true alternative to the NBN and delivers super-fast Sky-Speed Internet and cloud-based solutions through the air to over 7,000 business and residential customers.

Since 2005, Spirit’s network has continued to expand through substantial organic growth and strategic acquisitions and now spans more than 15,000kms across Australia’s East Coast.

Web: www.​ourhotels.​com.​au

Page 10 |

VOSTRONET STAND: 50 VostroNet is a leading provider of highspeed internet to hotels across Australia and New Zealand, currently servicing 25,000 connections and growing daily. Our mission is to make hotel Wi-Fi faster, more reliable and easier to manage.

We deliver the service end-to-end through a fully integrated solution: from our own 10 Gbps fibre-in-the-street to our wireless access points in the rooms, all administered using our powerful Wi-Fi management platform with advanced analytics.

VostroNet has delivered the network of the future, digitally enhancing the hotel internet for guests and management.

Web: www.​vostronet.​com

XN PROTEL SYSTEMS STAND: 42 Xn protel is a global hospitality management software company specialising in property management, central reservations, point of sale and spa/activity management solutions. Our highly functional, cloud-native systems provide the latest technology and flexibility.

We help over 15,000 world-class hospitality companies in over 80 countries optimise revenues, simplify operations and enhance guest experiences.

Located across our extensive network of offices in Australia, Asia, Middle East and the UK, our next generation solutions are robust, highly scalable, feature-rich and backed by outstanding customer service and support.

Web: www.xnprotel.com

GOLD SPONSOR HTL Property HTL Property is a new national operation, delivering integrated services for the hotel industry and its investors throughout Australia.

HTL Property offers an unrivalled level of service driven by an extensive resource base allowing for widespread and specialised marketing approaches and development of major campaigns. The team has collectively 80-plus years experience in all sectors of the hotel industry.

Headed by Andrew Jolliffe, HTL Property specialises in investment sales, marketing and advice across the hospitality industry, including pubs and taverns, clubs, hotel & resort accommodation, motels, backpackers and caravan parks, management rights as well as other hospitality assets.

The HTL Property team bring an exciting new dimension to the hotels industry, offering a unique and far-reaching approach that has been extremely well-received by stakeholders across the comprehensive tourism and hospitality sector. www.htlproperty.com

WELCOME EVENT SPONSOR

COFFEE SPONSOR

The Accommodation Association is proud of the long standing partnership with Intermedia via HM Magazine, the HM Awards and the annual AHICE conference. The AAoA is pleased to announce that this partnership has now increased, with AAoA becoming the official sponsor of the Welcome Reception event at AHICE. This event will set the scene for the nation’s pre-eminent accommodation conference and cements the AAoA as the leading accommodation industry body. www.hmaa.com.au

BREAKFAST SPONSOR Torrens University Australia & Blue Mountains International Hotel Management School (BMIHMS) The Blue Mountains International Hotel Management School (BMIHMS) at Torrens University Australia is regarded by industry as the Number 1 Hotel Management School in Australia and Asia-Pacific. Known for its internationally recognised hospitality and business degrees, which have been created in close consultation with leaders in the hospitality industry, BMIHMS provides students with a valuable and unique learning experience combining theoretical knowledge and practical experience.

BMIHMS offers bachelor in business and master degrees in hotel, resort and event management. BMIHMS also offers a fully online and customisable MBA in International Hotel Leadership, designed to help hotel professionals take the next step into senior leadership roles and advancing their careers. www.bluemountains.edu.au

Ultimate Performance + Recruitment (UPR)

ultimate

Addressing a niche that often performance + recruitment conferencing + events challenges the hospitality/ events sector, UPR provide specialist services with its core focus on sourcing “best in market” talent for Sales & Marketing positions (at all levels). Immersed within the industry, their ability to identify future leaders or introduce high-performers often not actively “job hunting”, truly sets them apart. UPR has extensive, long-lasting relationships - an understanding of the industry and the people in it! Combined with your best interests totally at heart throughout, you’re in good hands...

For 10 years now, UPR has quietly complemented HR practices among diverse hotels, catering companies and industry suppliers - a trusted expert in this space, with impeccable track record. Identifying and matching opportunities not only on skills/experience, but with underlying motivations, drive and all-important brand & culture fit in mind. With a “one-of-a-kind” business model, operating with the utmost care and integrity - UPR prides itself on achieving the best possible outcomes fit for all.

SILVER SPONSOR InterRISK The InterRISK Global division is a specific team, part of the wider InterRISK company dedicated to the Hotel, Tourism and Leisure industry.

Established 16 years ago, the team comprises 14 specialist brokers working specifically with owners of tourism assets.

From complex and specialised placements, clients are offered expert advice, a commitment to finding solutions for their ever-changing business needs and superior handling of their claims.

In Australia, InterRISK is a member of AUB Group, whose members account for over $4.5 billion in premiums. This significantly adds to InterRISK’s ability to obtain the best possible pricing and coverage for their clients’ insurance needs. www.interrisk.com.au

A Fully Integrated Hotel Investment Platform

Dr. Sabine Schaffer M: +61 405 014 447 E: sabine.schaffer@proinvestgroup.com

Mr. Tim Sherlock M: +61 412 858 771 E: tim.sherlock@proinvestgroup.com

Mr. Phil Kasselis M: +61 478 822 347 E: phil.kasselis@proinvestgroup.com

| Page 11

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COMMERCIAL

HM Q&A | LEADERSHIP

Leading by Example

Women continue to trailblaze the hotel scene from all corners of the globe. This year, HM has dug deeper with five of the hotel industry’s leading ladies across various industry sectors to see what drives them to continue to be the best in their game.

JANE HASTINGS

Event Hospitality and Entertainment Limited Chief Executive Officer What sort of barriers have you encountered during your own rise to the top, and were there any points where you wondered whether it was worth it?

Firstly, the first word I removed from my vocab many years ago was ‘barrier’ as I think it’s passive and means ‘an obstacle that prevents movement’ and can often be seen as a reason not to start. I prefer to use the word ‘challenge’. A challenge is an invitation to step up and find a way to solve. I thrive on challenges. Challenges are a fact of life and are a reality. Challenges give you the opportunity to grow as a person.

I have never focused on ‘rising to the top’. Instead, I have focused on achieving every day. An extra mile on a run, a decision made, a project step completed. If you like to continually challenge yourself and those around you, you will find your new best every day and so will they. If it was easy, I would not be doing it. Being a better version of myself is always worth it.

In your mind, are there still barriers for Australian women in the hotel industry or is the ‘glass ceiling’ a thing of the past?

There are if you want there to be. Or, you can choose to change who you work for, work hard, step up and deliver results. Challenges are the fuel you need to achieve. Delivering results will lead to progression in your career. Nothing speaks louder than results. I am a true believer that successful teams are representative of what their customer base looks like. So, if you are a company that is truly customer obsessed, then your teams [from the] top down are diverse. If your teams are not diverse and this includes race, gender, age, background etc, then you are not making the best decisions for your stakeholders. Because the world has already changed.

30 HM The Business of Accommodation

How do you see your role as a success story or mentor in Australia’s hotel industry in terms of empowering future generations of women in the corporate world?

This is interesting, I see myself as empowering future generations – generally. This is why I wake up in the morning and choose to work. My purpose is to develop and grow talent – there is no gender bias in this purpose. My aim is to do this every day.

Do you feel you have reached the pinnacle of your own career journey?

No, not at all! We live in a world of constant innovation, so how could I think I have reached the pinnacle? I have only just begun my journey.

What techniques for relaxing or unwinding do you enjoy after a particularly stressful day?

I walk in the door at home, change out of work Jane and just be ‘mum’.

This is a reality check every day and one that I am so fortunate to have.

CHRISTINE RUMBLE

Talent and Culture Officer, Accor APAC With very few breaks, your career with Accor goes back over 25 years. What do you put your longevity with one company down to?

My career pathway was certainly not a straight line. I meandered through many different areas of the business from hotel operations to learning and development and then to talent and culture. It is important to be open to trying new things and to know and leverage on your strengths. Not all of my roles in the company were a logical “next step” but they were interesting and challenging.

To have a long career in one organisation, I think the key is to keep stretching yourself and take on new opportunities when they are presented.

HM Q&A | LEADERSHIP What is the most unique part of your role overseeing hotel talent in the Asia Pacific?

In my role, I am not just impacting the lives of those who work for us but also their families. By giving someone a job or helping them with their career growth, we are making a difference to people’s lives.

In Asia Pacific, we operate hotels in 23 countries with over 104,000 employees, all with unique cultures and traditions. Developing local talent is the most rewarding part of my job. Bringing together different cultures and watching them interact is amazing.

As an additional unique benefit, my role requires me to travel throughout the region, so I get to experience our amazing hotel products and exceptional service.

What special skills or attributes are essential to enjoy a long career in hotel recruitment?

Working in Talent and Culture can be as frustrating as it is rewarding.

Take recruitment for example, sometimes you see the potential in an individual but they may not have the experience or the immediate skills for the role they are applying for ‒ therefore the manager recruiting may not want to select this candidate.

Recruitment is only a small part of the role. Sometimes you are confronted with difficult situations which may involve termination of employees. This can be emotionally difficult when you have strong relationships with the team, and even more so with those individuals who have been with the company for a long time or you have been part of their career journey. To make a decision to terminate and to deliver the message with empathy needs skills in emotional intelligence, rational thinking and resilience.

In your career so far, what are the best things Accor has given back to you?

Accor is more than a company ‒ to me it is part of my life. The leaders, the hotel teams, the people I work with every day are like my family. In fact, when I get asked ‘Do I have children?’, I say “Yes, 104,000 of them!”

My favourite part of working for Accor is watching others in the company grow to their full potential. Through our talent management process, we identify star talent and place them on targeted leadership development programs. When I attend a General Manager conference and I look around the room and see the faces of those who have been part of these development programs, knowing I have been part of their career growth and to see they are successful leaders now. That is special.

MARTA LAGUARDIA

Revenue Manager, Veriu Hotels and Suites What are the unique challenges associated with managing revenue for a small, yet rapidly growing hotel group?

Working for a small company allows me to work closer to other departments and influence other colleagues. This is great because you avoid the classic silos between departments, and it becomes easier to work to complement each other and towards the same goal. Saying that, small companies might not have all the best tools or resources available that a revenue manager might need to drive the desirable strategies, meaning sometimes if you want something and it’s not there, you will have to build it yourself.

What has been the best lesson you’ve learned, or piece of advice you’ve received, which has helped your career?

In the most recent years of my career I have really enjoyed the opportunity to work with people with the shared philosophy, ‘Make decisions based on where you want to be ‒ not on where you currently are’. I’ve learnt this is one of the approaches I value the most and therefore I’ve tried to apply it to myself. It’s why I don’t really go to work wondering ‘am I happy with where I am in my career?' I go to work with a vision, and this is what drives me every day.

What does a normal working day in the life of Marta Laguardia look like?

I always start the day knowing my to do list. I usually plan my days, weeks, or even months, ahead so I know exactly where to start so I can make the most of my time. My role requires a lot of organisational skills.

My core daily tasks can’t really wait until the next day; you can’t sell tonight’s empty rooms tomorrow.

Who is your professional role model in the hotel industry? How has this person, or people, influenced your rise in this industry?

I worked for TFE Hotels for a few years and I have always admired and felt inspired by some of the women leading the company. I also have to say that all the best revenue managers I have met in the industry have been women and that has always empowered me. At Veriu, I’ve really gained a lot from staff who have come from other industries as it’s part of the company’s approach to bring in fresh outlooks not just to employ people from within the industry.

In your opinion, how do you see your role as being influential to the students learning their craft in similar professional disciplines?

The role of a revenue manager has evolved in the last decade and expanded from a focus only on room revenue to encompass other revenue generators including e‒commerce, digital marketing, social media, client engagement and relationship management, which makes this role fun and dynamic as opposed of what we traditionally might have thought was a pure ‘numbers job’. But the most important skill of a good revenue manager is actually leadership and this can be applied to any other disciplines. Good revenue managers are those who are able to inform their peers and departments within a company so they are led to take actions needed to increase profitability.

Can you tell us about any glass ceiling moments in your career where you wondered whether you’d reach the heights you craved?

I’m not sure if it’s the norm but thankfully I have always been surrounded by very supportive people in the industry. Being part of the pioneer team when we first launched the Veriu brand was a highlight and I’m now proud to have helped in setting the company up for success and growth. Sometimes all you need to do is look all at the accomplishments from a different angle and you really appreciate that hard work pays off and glass ceilings can be broken through!

HEIDI KUNKEL

Vice‒President of Operations Australasia, Hilton It has been a year since you began your current role, what would you tell yourself 12 months ago if you knew what you know now?

Having moved to multiple countries over the past 10 years and travelling on a regular basis, mobility is a part of my life and I thrive on change, which I realise may not be the same for everyone. I would encourage myself to slow down, have more patience and take time to rest and rejuvenate.

In the same vein, what would you have told yourself at the start of your career if you could talk to your former self now?

Be kind and true to yourself and have confidence in yourself. Trust your intuition. Follow your heart.

Have women broken the proverbial glass ceiling in the hotel industry, or is there still work to be done?

Personally, I have not experienced the 'glass ceiling' in my career but when I look at the percentage of women in entry level and middle management positions versus the percentage who make it to senior and hotelmanagement.com.au 31

HM Q&A | LEADERSHIP executive management positions, there is still some way to go to achieve a level of diversity and equity of representation at all levels of the industry, especially at the most senior levels.

When I speak with women who aspire to progress their careers, they often express a lack of confidence in themselves and their abilities and/or competencies. For some reason, women are much less inclined than men to put themselves forward for promotions and career advancement. We need to create an environment in which the more feminine traits such as empathy and collaboration are valued and respected in the workplace and to encourage women who have the relevant experience, solid performance and high potential to put themselves forward for suitable roles.

opportunity to be outdoors doing something active. It could be a walk on the beach or a great meal or glass of wine with friends or colleagues. I make time in the day just to think through what has gone well and what needs improvement.

Hilton clearly nurtures women (and men too) at all stages of their careers, based on the recent Food & Beverage Masters event. What other initiatives does Hilton offer, and are any aimed at women only?

Are there any barriers women are still trying to break through in the legal profession?

LIZ COLLINSON

Senior Vice President Legal and Compliance, Wyndham Destinations Asia Pacific Firstly, what does a normal day at work look like for Liz Collinson?

Every day is different. It could be a different city, a different state, a different country and invariably different issues impacting the business in the 10 countries in which we currently operate in Asia Pacific. The challenge comes in balancing the business priorities, which could be completing due diligence on a new acquisition, assessing the impact of regulatory change or supporting our business leaders in their areas of operational expertise.

How has running your own legal practice helped you in your current role with Wyndham Destinations?

It taught me the value of understanding the customer and the importance of creating a service orientated culture which delivers on customer expectation. In my case, the customers are both external, our shareholders, owners and guests and internal, our partners in the other functional areas of the business.

Do you have any tips on a daily routine which you’d like to share?

Make sure you are passionate about what you are doing, performing work that you really enjoy, with people that inspire and challenge you. Outside of that, find satisfaction in your work and play, enjoy the support of a fantastic partner and delight in the travails of being a parent. Critically when you travel as much as we do, sleep when you can and find time for yourself each day in order to be the best you can be for your work.

What helps Liz Collinson relax in a high‒ pressure role such as yours?

I am a big advocate for the practice of yoga for ensuring that I remain present and focused and for mind, body and soul. I also take every 32 HM The Business of Accommodation

I have been very fortunate to have some great mentors and influencers in my life who have guided me, challenged me and at all times supported my career. Then it’s about building a team with the right mindset for supporting a fast paced business. I have approached that by ensuring that I work with people who complement my skill set.

I would hope not, but our views on this are largely coloured by the experience had. Throughout my career, living and working in both Australia and Asia, I have experienced instances of sexism, but none have deterred me from getting to where I am today. Whilst it is galling that women are still paid less than men in many sectors and that needs to change, ultimately, I have found that if you believe in yourself, work hard and are passionate about being the best, you can succeed.

What is the best part of your job?

Clearly it is leading a great team of lawyers, being part of an Executive team that respects one another and having the opportunity to use my experience in Asia to assist Wyndham Destinations in this next growth phase. So it’s not so much the job that I do but in many instances the people I get to share the adventure with every day, both within Wyndham and outside.

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Significant credit for the growth of voco in Australia can be put down to Leanne Harwood’s leadership ability

through th Hilton e in red tro e e t du s i c eid H

In early 2014, Hilton recognised that women and men have differing development needs in order to progress to leadership positions, and from this, the global Women in Leadership program was developed.

Since launching in 2015, the Women in Leadership program has empowered more than 139 female team members in Australia, assisting them in their career journeys. So far, 26 per cent of participants have been promoted or transferred within the company. Additionally, 34 per cent of females at Hilton are in leadership positions.

Tell us a little bit about your support structure that helps you excel in your role?

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HM Q&A | LEADERSHIP LEANNE HARWOOD

pathway to get there and provide flexible workplace practices that break down any barriers that might still exist.

Over the last 12 months, how has the impact of women in senior roles evolved at IHG?

Does Australia still have much to do in terms of accepting women in any hotel roles? Or is modern Australia pretty much there in terms of acceptance?

Managing Director – Australasia & Japan, IHG

At the beginning of 2018, we had just completed our global ‘Transform for Growth’ programme that positioned us for amplified growth across the world. As a result, my team here in Australasia enjoyed a huge boost in headcount and resources that helped in delivering our phenomenal year.

One area in which we believe we’ve truly changed the game is in a space that is almost exclusively male. At the start of 2018, Jael Fischer joined the IHG family as Development Manager for Australasia, making her one of the only full‒time female development managers in Australia. She’s an absolute superstar and if we could clone her, we would in a heartbeat.

What have been the biggest challenges over the years in giving women an equal footing in some hotel industry roles?

Hotel leadership was once the domain of the middle‒aged man, and the shift away from that took some time to gain momentum.

Happily, I have personally seen ‒ and hopefully contributed to ‒ a huge shift in what management looks like and how leadership is delivered. These days, we find ourselves in a much more diverse and inclusive world with a more value‒based leadership approach.

The most important thing we can do is to have a greater number of role models in leadership roles, who can share the story about the

I think I speak on behalf of the industry when I say that we are there.

Yes, there continues to be more to do to shift the needle at a hotel GM and second-in-charge level for absolute gender equality, but the barriers are now largely gone and equality no longer needs to be a battle.

Honestly, I feel that the question of acceptance is now one for the history books.

What innovations have IHG implemented to help women juggling career with family to still succeed?

At a global level, we have recently recruited a Global Diversity and Inclusion Manager who is responsible for putting some more structure around our approach. Locally, our team is implementing new, flexible workplace practices that make it easier for colleagues with different needs to match their lifestyle with their career.

We are pretty good at attracting and retaining great people, and put a huge focus on flexible practices, fast‒tracked programmes and mentoring initiatives. In fact, that’s why we enjoy a phenomenal 98% leadership retention.

So, I am always looking with a different lens. Forget about gender, age, background or even functional expertise. Look for those people who shine brightly and differently and who aren’t afraid to speak up. n

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An unique MBA for Hotel Leaders The benefit of the online MBA is that all content is applicable, timely and appropriate for the hotel industry.

Fully online and Customisable This special MBA is designed to help hotel professionals take the next step into senior leadership roles.

To find out more and register your interest visit info.bluemountains.edu.au/mba Be the hotel leader of tomorrow, start today Torrens University Australia Ltd trading as Blue Mountains International Hotel Management School at Torrens University Australia ABN 99 154 005. RTO No. 41343 HEP No. 4449. CRICOS Provider Code: 03389E.

AN HM x ACCOR PROMOTION

ACCOR hospitality

redefines luxury

Fairmont Maldives Sirru Fen Fushi

IN A WORLD WHERE LUXURY IS BECOMING A PERSONAL STATEMENT AND WHERE GUESTS EXPECT MORE MEANINGFUL CONNECTIONS, ACCOR IS REDEFINING LUXURY HOSPITALITY.

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ith 23 brands (11 luxury and 12 premium) across 600 luxury and upscale properties globally, Accor is now the second largest luxury operator in the world, consistently weaving a formidable network of iconic, stylish and memorable properties to deliver the perfect luxury moment for every guest.

Since the acquisition of Fairmont, Raffles and Swissotel, the recent takeover of Movenpick Hotels & Resorts, and Art Series and Peppers brands from Mantra Group, Accor has built an even deeper footprint in the luxury and premium upscale hotel sector.

The Group’s strategy has been to accelerate hotel development through both organic growth and acquisition while taking a selective approach based on luxury, lifestyle, resorts and residential. The expansion of Accor’s global network continues at a rapid pace, opening one hotel approximately every 33 hours with 300 hotels and 43,905 rooms opening in 2018.

34 HM The Business of Accommodation

ICONIC PROPERTIES WITH STORIED HISTORIES

Accor’s portfolio features some of the world’s most storied hotels including The Savoy London, Sofitel Old Cataract Aswan, The Plaza New York and Fairmont San Francisco. In Asia Pacific, there are several options for travellers seeking history, culture and a sense of place. Opened in 1887, Raffles Singapore will relaunch this August after a multimillion dollar restoration.

Epitomising the romance of the Far East, Raffles Singapore is a seductive blend of history and luxury, recognised as a National Monument of Singapore.

The Fairmont Peace Hotel Shanghai is another icon, named by Conde Nast Traveller as the best hotel in China. Set along The Bund, this Art Deco masterpiece has been brilliantly reimagined for the 21st Century so its old‒world glamour sparkles with a new lustre.

Sofitel Legend Metropole Hanoi is one of the region’s most splendid examples of an historic hotel brought to life for the modern traveller. Built in French Colonial style in 1901, it has a rich history and a long tradition of welcoming world leaders, movie stars and ambassadors.

CULINARY JOURNEYS TO SURPRISE AND DELIGHT

Culinary journeys are the essential ingredient for worldly gourmands seeking immersion in a new culture. Accor understands luxury guests seek new culinary concepts.

This is why Raffles Singapore will launch new restaurants with global luminaries Alain Ducasse, Anne‒Sophie Pic and Jereme Leung, when it reopens, while retaining guest favourites such as Long Bar and the Writers Bar. Michelin‒starred chef Eric Costille has launched an exciting new menu at Atelier by Sofitel ‒ Sofitel

ACCOR NEWS Sydney Darling Harbour’s signature restaurant. Taking inspiration from his native South of France and the Mediterranean, the menu is aimed unapologetically at ‘les gourmands’, or quite simply, ‘lovers of food’ with dishes from three open kitchens arranged under Epicerie – or “specialty food store” Atelier Rouge – the Red Workshop, French Classics and the Mibrasa Grill.

LIFESTYLE HOTELS WITH SINGULAR DESIGN AND A PLAYFUL SPIRIT

The bold and rebellious SO/ brand has become synonymous with fashion, design and intense living.

Mr Kenzo Takada is the man behind SO/Mauritius; Monsieur Christian Lacroix provided inspiration for SO/Bangkok; Viktor@Rolf infused their spirit into SO/ Berlin and the late Karl Lagerfeld created the emblem of SO/Singapore.

The highly anticipated SO/Auckland has opened its doors with renowned New Zealand fashion innovators

“Accor’s global network continues at a rapid pace, opening one hotel approximately every 33 hours.”

WORLD providing the artistic vision that sets it apart.

With French Michelin‒star chef Marc de Passorio helming the kitchen, SO/Auckland is an avant‒garde reimagining of the former Reserve Bank building.

The delightful MGallery by Sofitel collection also continues to grow, offering guests inspiring and intimate hotels with their own personality. Flagship properties in Asia Pacific include the Harbour Rocks Hotel in Sydney, with its gorgeous sandstone façade and sparkling harbour views, and Hotel Muse Bangkok, which cleverly blends European architecture with Asian motifs. A new‒ build MGallery will open in Melbourne’s Chadstone shopping precinct in late 2019 as the brand’s 11th hotel in Australia.

Art Series Hotels transformed the Australian market when it launched in 2009, inspired by and dedicated to Australia’s most contemporary artists.

Destined to be the most luxurious Art Series property yet, The Fantauzzo will open as the brand’s eighth property in Australia at Howard Smith Wharves, Brisbane ‒ the first new property for the Art Series brand since joining Accor. Carved into the cliff under the Story Bridge, it will feature 166 guest rooms, with custom contemporary furnishings and original artworks and giclee prints by acclaimed Australian painter Vincent Fantauzzo.

Having acquired a stake in visionary hospitality innovators, sbe Entertainment, Accor now counts the trendy Mondrian, Delano and SLS brands amongst its collection of lifestyle hotels as well as the coolest nightspots including the swanky St Martins Lane in London, Hyde Bellagio in Las Vegas and Shore Club in Miami, providing guests with extraordinary experiences in venues that set the tone for fun.

INDULGENT SPAS TO REJUVENATE AND RESTORE

One of the greatest luxuries in the world is an enriching spa treatment to restore mind, body and spirit. Accor’s luxury brands all have their own philosophies on wellbeing, from the sumptuous pampering at Raffles to the Vitality program of Swissotel. Sofitel’s wellness programs blend French art de vivre with local culture, from Maori‒inspired rituals at Sofitel Queenstown Hotel & Spa to the healing through water therapies of Sofitel Noosa Pacific Resort’s Aqua Day Spa. Five Pullman hotels and resorts across Australia ‒ from Bunker Bay to Port Douglas ‒ are home to the award‒winning Vie Spa for the ultimate in luxury spa experiences.

DESTINATIONS AND VIEWS TO INSPIRE

Few destinations are as aspirational as the Maldives, and Accor has made its mark on this tiny island nation with the recent opening of the Fairmont Maldives Sirru Fen Fushi and upcoming launch of Raffles Maldives. The Fairmont offers 120 private‒pool villas – some perched overwater, some on the beautiful white sand and some unique luxury tented villas hidden amongst the jungle.

For a hotel with spectacular views, Sofitel Sydney Darling Harbour is hard to beat. Inspired by its watery setting, the hotel features a stunning infinity pool, a club lounge with dazzling views and glorious bathrooms in its corner rooms, which have made it a favourite with influencers. n l Sydney Dar Sofite li n g

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DEVELOPMENT Hip: the Ovolo Inchcolm Brisbane

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ccor is giving the lifestyle segment a major shake-up, with several of the company’s lifestyle brands currently the midst of global expansion, including Perth-born Tribe Hotels.

Tribe Hotels is set to be rolled-out to 150 destinations globally, with the brand to become a key pillar for the chain in the booming lifestyle segment.

Speaking exclusively to HM at the 2019 International Hotel Investment Forum (IHIF) in Berlin, Accor’s Chief Development Officer, Gaurav Bhushan, said London would be the first international location for the brand.

He revealed there were as many as 50 deals currently being discussed globally and it was expected that Tribe hotels would also open in global gateway cities such as Paris, Singapore, Dubai and Bangkok.

Bushan said 10 openings are already scheduled to take place by 2022 in Europe and Asia Pacific, totalling more than 1,700 rooms, and Tribe hotels would be “in 150 international destinations by 2030”.

Tribe was founded by Mark Peters and the first hotel, a 126-room property in Perth opened in May 2017 under management by Mantra Group. Hallmarks of the brand are smart design and user-friendliness, stylish rooms and public spaces and quality F&B at an affordable price.

Rooms are space-efficient in design, with guests able to make use of under-bed storage, Nespresso coffee machines and T2 tea in place of a mini-bar and a central grab-and-go station loaded with snacks and packaged meals for the busy professional or holidaymaker. Hotels 36 HM The Business of Accommodation

Booming HOTEL CHAINS ACROSS THE GLOBE ARE GROWING THE LIFESTYLE SEGMENT LIKE NEVER BEFORE, THANKS TO TRAVELLERS SEEKING OUT UNIQUE EXPERIENCES IN FUN HOTELS IN BOTH URBAN AND REGIONAL MARKETS. HM LOOKS AT SOME OF THE BRANDS CREATING HEADLINES BOTH IN AUSTRALASIA AND AROUND THE WORLD.

also feature bicycle rental services, a fitness centre and co-working centres.

“Tribe has been designed to appeal not only to guests, but to owners and investors as well with a product that guarantees superior financial returns thanks to improved customer perception based on economical spaces and services,” Bhushan said.

“Tribe aims to surprise travellers with an original, exciting and carefully curated offer that focuses on style rather than price. Tribe is reshaping the traditional hotel experience, enabling guests to live, work and play in contemporary interiors.

The lifestyle segment has become a huge category for Accor, with the success of JO&JOE, the partnerships with 25Hours, Mama Shelter and, more recently, sbe Entertainment, which includes the Delano, SLS, The

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House of Originals, Mondrian and Hyde brands.

The House of Originals was launched in Berlin the same day as Tribe and it also promises to be one of Accor’s most exciting brands to date. It is a luxury collection of properties from sbe featuring a “bold spirit that challenges and inspires”.

The new brand collection includes the Sanderson and St. Martins Lane in London, 10 Karaköy in Istanbul and the Shore Club in Miami Beach. Sbe Founder and CEO, Sam Nazarian, said the House of Originals combined the best of what sbe has to offer.

Nazarian said the new brand would create a community for its guests, predicated on luxury experiences and centred around sbe’s culinary and mixology offerings. The support of sbe’s partner, Accor, would also be critical in establishing the brand internationally by offering customers and partners access to an unparalleled global distribution and procurement infrastructure, he added.

Nazarian said these properties are recognised as trailblazers, setting a standard of hospitality and experience that makes every hotel iconic in its own right.

“For every hotel in this collection, there is an undying spirit and promise of originality,” he said.

Nazarian said this rebrand marked an inflection point for these hotels, illustrating how they are coming together to create an innovative new brand to bring our customers a refreshed collection of hospitality assets.

The imposing but warm Moxy will debut in Melbourne in 2021 Tribe was a brand born in Perth in 2017

MARRIOTT BRINGING MOXY TO MELBOURNE

The lifestyle segment continues to be huge for global powerhouse Marriott International, which boasts W Hotels, Aloft, Moxy and Edition.

Excitingly, the company’s first Moxy-branded hotel in Australia has been signed and will open in July 2021.

Moxy Melbourne South Yarra will sit at 30-32 Claremont Street, will be a new-build and will offer 180 rooms close to many city attractions including Chapel

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DEVELOPMENT Street and the Royal Botanic Garden. Overseeing the project are developers Hector Ktori and Peter Arvanitis, with interiors by architectural firm Rothelowman.

Rooms will feature floor-to-ceiling windows to maximise natural light. Guests will have access to a co-working space and collaborative meeting spaces – a hallmark of the Moxy brand – as well as a social bar area and rooftop bar overlooking the city.

Marriott International Senior Director of Hotel Development, Australia, New Zealand and Pacific, Richard Crawford, told HM introducing the Moxy brand was a strategic priority as the brand is highly popular among investors and developers.

“The developers of Moxy Melbourne South Yarra are perfect examples of this, as first-time hotel owners who inspected numerous Moxy hotels abroad and returned with the confidence to invest in the Moxy story, in their home town,” he said.

Crawford said he was highly confident the brand would perform well in Australia, as its distinctive design foundations and high-energy personality would appeal to a large section of the market.

“We are very confident about the prospects for the Moxy brand in our region, with announcements of more signings imminent in major Australian and New Zealand markets.”

The mid-scale Moxy brand debuted in Europe in Milan in September 2014 and has since spread both across the continent and to North America, with 30 properties now open and 80 more in the pipeline.

Moxy’s brand DNA reflects a compact, stylish hotel, highly technological yet with a level of comfort and service to deliver a fun guest experience.

It is aimed at busy travellers, with features such as a social lounge, 24/7 ‘Grab and Go’ style food and drinks service, plenty of power outlets and fast WiFi. W Hotels returned to Australia last year with the opening of W Brisbane. Up next are the W Melbourne and W Sydney hotels.

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Trend setting: Kimpton Fitzroy London

“With hotels in culturally diverse locations all over the world, no two properties are the same.’’

IHG Director of Development – Australasia, Abhijay Sandilya NEW IHG BRANDS ON THE ROAD TO OZ

Hotel Indigo Adelaide will open at the city’s popular Farmer’s Market

InterContinental Hotels Group (IHG) is also making large inroads to the lifestyle segment, with Even Hotels and Hotel Indigo set to make their Australasian debuts in the coming two years and a Kimpton Hotel also expected to be signed in that time.

IHG’s Director of Development – Australasia, Abhijay Sandilya, said it’s an exciting time for the segment on the back of significant demand.

“With Even Hotels, we provide a strong lifestyle offering for travellers seeking more options to stay healthier and happier away from home. Our hotels and wellness-savvy staff offer guests a best-in-class fitness experience, healthier food choices and natural, relaxing spaces.

“At Hotel Indigo, it’s about serving the curious – people who are inspired by new places, new people and new ideas. With hotels in culturally diverse locations all over the world, no two properties are the same. Each is part of the pulse and the rhythm of a place, drawing on the story of its local area to inspire every aspect of the hotel, from intriguing design to distinctive local ingredients in our menus.”

Kimpton Hotels is experiencing a global boom at present and is one of the most talked about brands in the hotel industry.

“Out to help people live full, balanced lives, Kimpton aims to inspire with touches like yoga mats in every room, complimentary coffee and tea to start the day, hosted evening Wine Hour, in-room fitness programming and complimentary bike rentals,” said Kimpton Hotels and Restaurants CEO, Mike DeFrino.

Kimpton recently made its debut in the United Kingdom in London and Edinburgh, while coming to Asia are properties in Taipei and Tokyo.

MOJO NOMAD ON THE WAY FROM OVOLO

It has been an exciting time for Ovolo Group, with the company re-energising two Brisbane hotels and signing its second in Melbourne.

That growth is on the back of meeting travellers’ needs, Ovolo Hotels Founder and CEO, Girish Jhunjhnuwala, told HM. 38 HM The Business of Accommodation

HOLIDAY INN EXPRESS NEWCASTLE

Building success in partnership IHG® manages and franchises some of the world’s bestknown hotel brands, including InterContinental®, Kimpton®, Crowne Plaza®, Holiday Inn®, Holiday Inn Express®, and our new upscale brand, voco™. Momentum is building with 29 hotels opening in the next few years in Australasia. The number is growing monthly and new additions will include Hotel Indigo®, our popular boutique and lifestyle brand.

If you’d like to join the IHG family as we continue our growth journey, get in touch with our local development team today. development.ihg.com abhijay.sandilya@ihg.com

©2017 InterContinental Hotels Group. All rights reserved. Most hotels are independantly owned and operated.

DEVELOPMENT

“We know that Australians feel the Ovolo vibe and I want us to go where our demographic market is going.”

Ovolo Hotels Founder and CEO, Girish Jhunjhnuwala “The modern traveller prefers a boutique, lifestyle brand of hotel, one that’s experiential and focuses on individualism, localism and art,” he said.

“Design is important, as well as key touch points such as high speed WiFi, strategically placed power points and USBs by the bedside and tablets/voice-assistants. I’m encouraged that Ovolo Hotels is ahead of these trends.

“All of our hotels have a unique character whether it’s the whimsical oasis of The Valley, the eclectic, sophisticated feel of Inchcolm or the city street-art vibe that’s featured in Melbourne’s Ovolo Laneways.

“I’m thrilled however, that we’ve taken that a step further by launching a new brand under the Ovolo Group – Mojo Nomad.

“Both Mojo Nomad micro hotels are based in Hong Kong and allow the traveller to choose their own world.

They offer a mix of private and shared rooms, communal areas and co-working spaces. They suit the digital nomad; those professionals that now work from city to city with no fixed place of residence. “Due to the brand’s success in Hong Kong, we’re excited to be expanding our Mojo Nomad brand into Australia.

“Development of the site will begin in 2019 in Melbourne with launch expected in 2020.”

NEW ENERGY FROM TFE HOTELS

TFE Hotels is also seeing growth in the lifestyle segment though Vibe Hotels and the TFE Collection brands.

“In the second half of 2019 we will welcome three Vibe Hotels in Melbourne, Sydney and Hobart city centres,” said TFE Hotels Executive Development Manager, Michael Herman.

In 2020, Adelaide will also get a Vibe hotel plus two more TFE Collection hotels in Auckland and Melbourne.

“From the moment you walk into a Vibe Hotel, into a living lobby where you are greeted by a host sharing local experiences, you’ll feel that these are lifestyle hotels Rooms at Tribe hotels are a simple yet deluxe level of comfort

40 HM The Business of Accommodation

New look: Ovolo The Valley Brisbane designed to connect guests to their work, their loved ones, their fellow guests and the local area,” Herman said.

“Each has inspired interior design in bright rooms and cool communal areas where you might listen to a Ted Talk or do a Skype conference, as well as menus with fresh and local produce plus wellness options including an in-room yoga channel.”

The opening of the Calile Hotel in James Street, Brisbane has been a social media hit, with the property becoming one of the most photographed in the city. The hotel has pushed the TFE Collection to greater heights and the new hotels coming in Auckland and Melbourne are expected to do the same.

NO TWO ROADS THE SAME FOR HYATT

It’s an exciting time for Hyatt in the lifestyle space, following the company’s recent acquisition of Two Roads Hospitality ‒ an international lifestyle hotel management company with a unique collection of distinctive brands, properties and a robust development pipeline around the globe.

Through the addition of Two Roads, its established lifestyle brands and the management agreements for the majority of its 85 properties in eight countries, Hyatt will expand into 23 new markets while enhancing its offerings in lifestyle hotel experiences and wellbeing.

“Two Roads’ passionate team members, strong brands, global footprint and development pipeline will expand our lifestyle offerings and grow Hyatt’s brand presence in more places where our guests and World of Hyatt members want to travel," said Hyatt Hotels Corporation President and CEO, Mark Hoplamazian.

“Importantly, combining Two Roads’ meaningful brand presence and development plans in Asia with Hyatt’s already strong position in this region will allow us to accelerate expansion in this critically important and fast-growing part of the world.”

Following the transaction, Hyatt has created a new lifestyle division as a catalyst to bring together the operations of Two Roads’ and Hyatt’s lifestyle brands.

“Hyatt is an ideal home for us as we share many values and a deep commitment to thoughtful growth and creating compelling experiences for our guests,” said Two Roads Hospitality CEO, Jamie Sabatier.

With every major chain – both locally in Australasia and internationally – looking to expand in the lifestyle segment, it is expected to be one of the most in-demand categories well into the 2020s. n

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THE DEVELOPERS’ HOTELIER TFE Hotels is Australia’s only hotel group with in-house end-to-end development solutions. We cover everything from hotel design and construction through to management and operation services. With over 28 hotels in the pipeline, we speak the language of owners and developers, offering clear solutions and proven efficiencies at every stage of your investment.

Contact our Development Team today: Michael Herman P: +61 (0) 419 254 285 E: mherman@tfehotels.com W: development.TFEhotels.com

HM Q&A | GENERAL MANAGER Cordis Auckland General Manager, Franz Mascarenhas

Building

New Zealand’s biggest hotel

BY THE TIME THE LEADERS OF THE ASIA PACIFIC ARRIVE IN AUCKLAND FOR THE APEC SUMMIT 2021, CORDIS AUCKLAND WILL HAVE A FIRM GRASP ON THE TITLE OF NEW ZEALAND’S BIGGEST HOTEL. IT’S A PROJECT THAT IS CLOSE TO THE HEART OF HOME TOWN BOY AND GENERAL MANAGER, FRANZ MASCARENHAS, AS HM’S MATT LENNON DISCOVERED.

A rendering of the forthcoming new tower The new rooms at Cordis Auckland will be bright and elegant

Tell us a bit about how your global career brought you back to your native New Zealand and to Cordis, Auckland?

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ver the last thirty‒plus years, I have been privileged to represent three global hospitality companies, running hotels in Malaysia, Shanghai, Hong Kong, Cambodia and of course my home town, Auckland. Experiences that have been unique and memorable and ones I will cherish for a long time.

In your opinion, what makes Cordis Auckland such a focal point of the city?

Aside from being located on a hill with great views, the hotel has carved out a niche as the city’s premier luxury offering that has housed royalty, Heads of State and a range of celebrities. What has singularly differentiated us is the level of service provided by my colleagues ‒ service that is authentically Kiwi‒warm, casual, unscripted, yet efficient and professional.

The hotel’s food and beverage offering stands out as a major social hub of the city, with our Eight Restaurant’s unique interactive food stations, the much loved ‘High Tea by Cordis’ and our Event centre with the ‘Great Room’ ‒ Auckland’s largest pillar‒less ballroom playing host to most major award ceremonies.

We are also extremely proud of our decade‒long journey down the Sustainability path. We are the only hotel in Australasia to be awarded Platinum status by EarthCheck ‒ the premier global certification body of the Tourism Industry.

The hotel is currently undergoing a major repositioning and expansion. What will stand out the most when all the covers come off and the new‒look hotel is unveiled?

With the planned addition of 250 rooms over 17 floors in the new tower (taking capacity to 650 rooms), 42 HM The Business of Accommodation

HM Q&A | SUPPLIER PROFILE

An east‒facing view of the new Cordis tower from City Road

A look at the new tower from Symonds Street, facing north

Cordis, Auckland will become New Zealand’s largest hotel by 2021. The Tower, with state‒of‒the‒art design and facilities, will boast some of the best views from the upper floors from Mount Eden to Rangitoto and the Harbour.

The top floor will host the ‘Chairman’s Suite’, one of the city’s largest luxury offerings to ensure the hotel remains the choice for visiting dignitaries. The accommodation will be complemented by a range of additional suites with balconies and a plush new Cordis Club lounge on the 16th floor.

A new 400sqm naturally lit event ballroom in The Tower will further complement the extensive facilities Cordis, Auckland already has. ‘Eight’ restaurant will be expanded, a new ‘Bar’ will be created and the reception / lobby area will be enhanced to offer a seamless transition to the new tower and cater for the expanded capacity of the hotel.

What does an average day in the work‒life of Franz Mascarenhas look like?

Excitingly busy might be a good description with colleague and guest interactions dominating the day. Never a dull moment to be sure though.

Who has been a major influence in your professional development and your career to date?

Over the years, I have had the privilege of working with some exceptional people in the business and have learnt much from them. One particular assignment with the Global Chief Innovation Officer of The Group, would probably be one I recall that was exhilarating and memorable as I was involved with the test marketing of unique service concepts. The experience reinforced to me the need for the Hospitality business to constantly strive for innovative ways of doing things better. At the Langham Hospitality Group, I am pleased that one of the key values we strive for is being ‘Better Every Day’!

From what you know now, what lessons would you tell your younger self at the beginning of your career if you could speak to him?

From early days I have had exposure to the varied facets of the Hospitality business and then moved down my chosen path of Sales and Marketing and General Management. I possibly wouldn’t change a thing!

Can you tell us about a challenging experience at work which ended up being pivotal in your personal growth?

Learning to successfully manage people from different cultures across varied countries would stand out as an area that certainly contributed to my own development and growth.

Can you share any hints on what might be planned for the opening of Cordis Auckland’s new tower once it is ready?

With expected completion of all the new facilities by the middle of 2021, we look forward to stamping our mark on Auckland’s vibrant skyline, raising new benchmarks and continuing to remain at the forefront of Auckland’s hospitality industry. n

The world of Weatherdon HM talks hotel essentials with Weatherdon Managing Director, Robert Weatherdon

What sort of innovation does the upscale and luxury hotel sectors demand of Weatherdon?

That the luxury market demands constant innovation is a given. More so, when it comes to customised products.

The request may be for a seemingly simple modification of a tray‒lip, a particular ergonomic shape for a soap‒ dish or to remodel a product to ensure it is slip proof, waterproof or shatter proof.

Can clients customise products to suit a décor or brand design standard?

We start with the end in mind and advise our clients on what’s achievable from the outset, with suggestions on overcoming particular design challenges, timelines and budgets up front. Our design‒team can create a product from scratch, modify a concept, source something internationally or we might even have it in stock.

What is the most common item ordered by hotels and why is it so popular?

Kitchen appliances and general guestroom equipment are our most frequently ordered items. Also slippers and coat‒hangers, due to the price point.

What’s the most bizarre product request or order Weatherdon has ever received?

It’s become the norm that we receive orders for urgent deliveries, be that a sizeable request for bulky imported products or simply a dozen coat‒hangers.

We took over a fit‒for‒purpose warehouse near Sydney airport to keep in stock a range of bulky goods such as fridges and rollaway beds for quick turnarounds.

What sort of legacy does Weatherdon hold in the Australian hotel industry?

Weatherdon is a family owned company, founded in 1975, so there is a deep history of expert advice and a solid reputation to draw from.

Hospitality is a fast‒paced industry. Setting trends and developing new products is fundamental. Brands are on the move, people change and the end‒customer is an influential factor. Our aim is to add value to the guest experience and support our industry clients.

hotelmanagement.com.au 43

HM Q&A | PROPERTY PROFILE Signature Skyline Balcony Room at Swissotel Sydney

of a kind HM AWARD WINNING GENERAL MANAGER, LORRAINE MERCURI, HAS SEEN IT ALL IN MORE THAN 20 YEARS’ EXPERIENCE WITH ACCOR IN AND AROUND SYDNEY. HAVING WORKED IN MANAGEMENT ROLES AT HARBOUR, PARK, AIRPORT AND CBD HOTELS – EACH PRESENTING A DIFFERENT CHALLENGE – MERCURI NOW FINDS HERSELF CULTIVATING HER GREEN THUMBS AND CHAMPIONING SUSTAINABILITY AT SWISSOTEL SYDNEY.

Until Bali opens in 2020, your nearest Swissotel geographically is in Singapore or Thailand.

What sort of dynamic does this lack of brand saturation in Australia create for you?

We see this as an opportunity. We are able to maintain our Swiss authenticity through our strong brand pillars of Vitality, Sustainability and Craftsmanship and since 2016 have had the additional support of the global Accor network. This has exposed us to an extensive loyalty base and provided a new 5‒star hotel of choice for Accor guests in Sydney’s CBD. We still receive strong support from feeder markets such as Singapore, Thailand and Europe where there is a familiarity with the Swissotel brand.

What are the biggest differences you see between managing a city property versus an airport property – both of which you’re highly experienced in.

Undoubtedly, the differing locations have diverse demand drivers. The Sydney airport precinct exploded over the last three years with increasing inbound travel as the tourism industry became a tier one industry. This buttressed with the high demand in Sydney city, new hotel stock and hotel refurbishments (like the Mercure Sydney International Airport, which rebrands to Novotel Sydney International Airport from 1 April) meant the airport became a convenient and valuable location for both business and leisure travellers.

The airport precinct normally experiences a knock on effect from the CBD demand, so it was easier for the airport to see the signs of demand easing and therefore the ability to contract quickly to stifle this effect. The city is different to the airport no doubt, but the market in 2019 is decidedly different due to the various economic and geopolitical matters at play. Sydney city was able to absorb the extra hotel supply from 2017/18 as these 44 HM The Business of Accommodation

were positioned in the 5‒star arena and it placed greater pressure on the top tier of market to hold rate ‒ and this is our challenge today.

Our products are excellent and our rates are reasonable against our international competitors.

With the Australian dollar being down and inbound tourism still very strong, we must be confident in our ability to provide great service and a great product at a commensurate rate. I see that the ability to be agile, creative and adaptable is imperative to the success of any business during this market cycle.

Do you find your guests are more in town for business, shopping or to see a show across the road at the State Theatre? Or all three?

Location is always an important factor when it comes to choosing an accommodation venue, so it’s only fitting that we drive home the message of how centrally located Swissotel Sydney is in the city. The FIT traveller has evolved over the years and is constantly looking to blend their business trips with a bit of leisure. Our guests enjoy close proximity to offices and businesses in the CBD and the convenience to retail, dining and entertainment outlets, which are literally on the doorstep of the hotel.

During show nights at the State Theatre across the road, we see non‒residential guests coming through for a pre‒ theatre dinner at our restaurant or for a drink after the show. Our hotel is really a venue for all seasons.

With a new face in charge generally comes new ideas. What do you want to change about the Swissotel Sydney?

It’s a challenge to come up with new ideas with such a great property. One thing I would not change is the room size – at 34sqm for a Premier Room (our lead‒in), we have one of the most spacious and wonderfully appointed hotel rooms

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What was the inspiration behind the rooftop beehive? How many people do you have managing this feature?

Swissotel Sydney was proud to announce that it was the first hotel in Sydney to be cultivating its very own brand of organic, home‒grown honey with an urban beehive back in 2011.

The four beehives at Swissotel Sydney are managed by The Urban Beehive. Approximately 400,000 bees call the rooftop of Swissotel Sydney home. The bees make their way to Hyde Park and the Botanical Gardens during the spring and summer seasons to feed on the vast amount of nectar and pollen available. An efficient water source and bee‒friendly plants such as lavender, rosemary and basil are placed next to their hives at different times of the year to ensure the bees have a nearby nectar and pollen source to feed on during the cooler months.

With proper upkeep and wellbeing, the bees produce approximately 30 frames a season. The organic honey produced onsite is widely used across the hotel’s food and beverage operations including breakfast and a

selection of honey‒ inspired desserts and cocktails. Beautifully packaged honey jars have also been used as corporate client gifts and welcome amenities for our loyalty guests.

It is well known that consuming raw, local honey is great for the immune system as it contains many enzymes, antioxidants, vitamins and minerals that your body needs to assist with seasonal allergies and lurgies. This dovetails into the Swissotel brand DNA of vitality and sustainability.

the Year

in Sydney. I am reasonably measured about introducing new ideas to any property in the first few months as I get a feel for the hotel, the team, the surrounds and the overall economic and consumer landscape.

My initial observations are that there are opportunities to heighten the overall guest experience through entertainment and technology with a continued focus on developing our wine and dine feel. Equally, personalised and discreet service is also key in a world that is sometimes overly connected. The hotel rooms were, in recent times, refurbished to a very high standard so perhaps we may look at refreshing our public areas and executive lounge in due course as well as introducing some further 'Swiss' DNA markers. Watch this space.

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HM Q&A | PROPERTY PROFILE

It has been a year since the introduction of the ‘Handy’ in‒room digital compendium.

What sort of feedback has the hotel received regarding this?

Our guests have enjoyed the use of this service complimenting the convenience they have had as soon as they check‒in. Not only are they able to stay connected throughout their entire stay, Swissotel Sydney guests can discover local gems on the go and share their travel experiences without the hassle of finding connectivity or having to pay hefty mobile data roaming charges.

Few Sydney hotels offer as many vibrant colours in a lobby

How has the Handy service been tweaked to suit demand and guest use?

The Handy devices have been instrumental in providing targeted and personalised messages to the right audience. A simple push notification message communicating a restaurant dining special always helps to encourage guests to dine with us. n hotelmanagement.com.au 45

FOOD AND BEVERAGE

Room service reimagined THERE ARE ARGUMENTS TO SUPPORT AND CRITICISE THE HUMBLE BUTLER’S PANTRY BUT WHATEVER YOUR VIEW, IT’S HARD TO ARGUE THAT EVEN THE MOST BASIC OF INNOVATIONS CAN MAKE A WORLD OF DIFFERENCE.

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t’s probably happened to us all at one point or another. You’re waiting for some room service to arrive to your hotel room after a busy day where all you want to do is eat and flick on the TV before bed and you decide a quick shower is in order. Then for some inexplicable reason, the hotel sets what feels like some sort of world record in food preparation and knocks on your door just as you’re under the water. You might not even hear anything until the second knock. And after some likely colourful language, you reach the door and find nothing more than a note with a phone number to request redelivery. And that’s just for those with the confidence to even be seen by hotel staff in a robe or some haphazard state of sopping mid‒dress. And what if you’re in a regional motel and your door opens directly to the street? It’s not an ideal situation for everybody.

Whether or not they were directly responding to scenarios such as these, the folk at Obie Hospitality in the United States have taken room service delivery in a new direction by building a small compartment, dubbed the ‘Butler’s Pantry’, into each room.

Obie Hospitality operates two small hotels – one each in Eugene, Oregon and Boise, Idaho. A second property in Eugene has broken ground and will open soon.

The Butler’s Pantry is little more than a small compartment with two small doors – one on either side of the wall near the front door and both locked from each side. Room service orders are placed inside on delivery and the guest notified either through the room telephone or via text message. Guests access their meal via the door on their side and once finished, put the tray back into the pantry. Hotel staff then access the other side of the pantry from outside the room to clear away the tray at a later time. The invention also does away with the practice of leaving trays on the floor outside your room, creating a potential hazard, as well as an eyesore, for other guests.

The moral dilemma that may be facing hotels ‒ especially in the era of personalisation and online reviews stemming from customer service levels – is 46 HM The Business of Accommodation

One of the hotels where you’ll find the Butler’s Pantry is the Inn at the 5th in Eugene, Oregon

how a feature such as the Butler’s Pantry may impact said service levels by removing a potential interaction between guests and staff.

The other consideration is guest safety. The Butler's Pantry is a way to prevent hotel staff or anybody else who may be nearby from accessing a guest’s room while they’re inside. It’s a discussion open to interpretation.

Obie Hospitality Managing Director, Curt Asmussen, says the low‒tech innovation has been a wild success, lauded especially by solo female travellers in reviews.

“Our guests absolutely love our butler pantries. They offer many great benefits including privacy, convenience, safety and cleanliness.

“We have had no security concerns, as the butler pantries are locked from both sides. A guest has to push a button to release the lock from inside the room to access the butler pantry, and a room service attendant/guest service associate has to utilise an authorised signed out key to access and unlock the butler pantry from the hall side. It’s a great system that hasn’t created any security issues for our guests or our team.”

Obie Hospitality Founder, Brian Obie added the hotel group conducted a number of focus groups to help it formulate new innovations, including asking women what they did and did not like about staying in a hotel.

“A large majority said they didn’t like answering the door for room service. We heard it so many times!” n

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TECHNOLOGY

Moving into HOW REAL CAN A TELEVISION SCREEN GET? IS IT POSSIBLE TO TRICK THE HUMAN EYE INTO BELIEVING IT IS NOT ACTUALLY LOOKING AT A SCREEN, BUT REAL LIFE? LG IS CLOSE TO FINDING OUT.

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hen you think about how impressed markets were when televisions first went high‒definition in Australia back in 2001, what will the reaction be later this year when the first 8K televisions hit the local market?

Judging by early reactions, sentiment for 8K is mixed despite all of the big brands stocking their global warehouses in preparation for what may come. Some are calling it the ‘Future of Television’. Others are more conservative, unsure whether the notable improvement in resolution is a step not too far, but too fast, saying 4K or ‘Ultra HD’ is still yet to reach its own crescendo.

Regardless, 8K is coming and on sheer numbers, it’s an impressive proposition. 8K offers a picture of around 7,680 x 4,320 pixels or a picture similar to cinema‒grade.

Take LG’s offering – the 8K Z9 OLED – as an example.

Powering these new devices is the Alpha 9 Gen 2 Intelligent Processor, which can adjust its picture output to suit the quality of the material it is broadcasting.

The 8K models will hit Australian shores later this year

48 HM The Business of Accommodation

Incorporating a four‒step noise reduction method, the new processor works to remove distractions and deliver a smoother image. The system can automatically sense when a dark scene is being viewed in a bright room and can adjust the tone mapping to improve the show.

No matter the brand, expect to see plenty of marketing willingly walking the tightrope about new 8K screens being more real than the human eye can discern.

However, as advanced as these new televisions are, they don’t quite match the power of the human retina.

Standard definition on the first colour televisions broadcasted an image consisting of 576 lines. Currently, 4K broadcasts with around 2,300 lines, give or take a few hundred. And while the power of the human eye isn’t measured in pixels, it is generally capable of viewing real life at about 40 pixels in the high‒resolution centre.

The new 8K televisions, when released, will be offering a picture nudging 33‒35 pixels, so in terms of offering a true‒to‒life picture, it’s nearly possible. Don’t forget though that variables such as the actual size of the screen will impact the true resolution being offered.

For hotel guests, LG’s new 8K televisions will continue to offer a range of features designed to meet the demands of the modern traveller, such as inbuilt casting for guests to stream their own content.

This sort of thing is no longer a novelty or a ‘nice to have’. Hotel operators are demanding it and electronics brands now too see it as a ‘must have’ feature.

The 2019 8K range will also feature both Google Assistant and Amazon Alexa, the two rival assistants soon to be working together via a forthcoming firmware upgrade. This will make LG the only television brand supporting both platforms as factory settings.

LG Electronics Australia Marketing Manager for LG Commercial Displays, Russ Prendergast, said more detail on 8K televisions for hotels would be coming soon.

“The evolution of LG 8K OLED TV is an exciting advancement and while we do not have a date of availability for this particular product, we are looking forward to sharing more information on our OLED TV offerings to Australian hotels and resorts this year.” n

Hotels have always been spaces full of life. Now those spaces themselves can come alive.

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

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

LG.com.au

ROOMS DIVISION

Custom beds to suit guests

IN YEARS PAST, HOTEL BEDS WERE SEEN AS A STANDARD WELL ABOVE THE REACH OF THE COMMON MAN. NOW THAT THE GAP HAS CLOSED TO NEAR NOTHING, HOTELS ARE TAKING STEPS TO CUSTOMISE THEIR BEDS TO ENSURE THEY CAN MAINTAIN THAT EDGE?

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n a highly competitive hotel bedding marketplace, Australia’s leading bedding suppliers can never afford to go to sleep in terms of product development.

Hotels are harsh mistresses and the time one supplier puts its head down on that comfortable pillow is the time they could miss out on an order.

It’s something of a double‒edged sword. As bedding technology is improving seemingly with each passing year with truly noticeable innovations, so too are guest demands for a higher standard of comfort and higher quality of sleep. As guests demand more, hotels demand more. And bedding suppliers are keeping up, offering greater abilities for a client to customise their bedding order to suit evermore precise and specific needs.

Hotel Home’s bed runners now come in ‘Coast’ colour for that seaside feel

50 HM The Business of Accommodation

Upholstered bases are all the rage, says Sealy Sealy National Commercial Accounts Manager, Melissa Starbuck, said the larger hotel groups were more frequently ordering a custom solution, including requesting the comfort level and height of their beds.

“A lot of the global groups are going toward deeper pillow tops around 30cm. I’ll give you an example. Say for instance, you have a global brand in the U.S. They might turn around and say: ‘We’ve selected Sealy as our bedding supplier and we want Sealy to be able to deliver that same specification to all our properties around the globe’.

“What we do is take that specification here in Australia and build a spring unit as dictated. In different countries and different regions, different foam manufacturers might make foam a little bit differently, so you have to take that into account. So what you work with is, to the best of your ability, you can re‒make that specification as close to that global brand as you possibly can. So we can communicate those global specifications and get it right.”

Those in charge of ordering a bed from a supplier probably can’t be expected to be an expert in the matter, which is why companies such as Sealy and AH Beard offer highly specialised advice in line with a desired outcome. Hotels may choose from a variety of existing products, such as a catalogue of comfort levels. Sealy also manufactures four different spring levels, so if a hotel feels suitably confident, they can opt to virtually build their bed from the floor up, comfort by comfort, with many combinations possible.

AH Beard National Commercial Manager, Peter Deveny, said the most frequent question he was asked by clients was simply “what’s the best bed?” His response is always the same – select the bed that is going to suit the highest percentage of customers.

“If your guest mix, for instance, is going to be corporates, you don’t really want to have a big, fat, plush, five‒star mattress because that’s just not what they’re

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looking for. Our advice is generally to pick a mattress that is going to suit what you’re trying to achieve with the property and what experience you want your guest to have.

“We’re seeing more customers offering guests the opportunity to purchase the bed. We run a number of very successful guest programs in conjunction with our hotel partners and the most successful is the Rydges ‘Dream Bed’ program. They sell a significant number of beds every year.”

Deveny added there was a big difference between trying a bed in a showroom, with people and sales

“We’re seeing more customers offering guests the opportunity to actually purchase the bed.’’

Peter Deveny, AH Beard assistants walking around, or a guest deciding to buy a bed from a hotel after they’ve had “the best night’s sleep in a year”.

“We’re seeing a lot of properties wanting to leverage that advantage they have – not only from a revenue perspective but also from a branding perspective. Their bed becomes part of their marketing package.”

Climbing on top of the bed, another pertinent question hotels are asking themselves is: “How important are the decorations on my bed?” While the surroundings in the room, including nearby furnishings, wallpaper, wall art or even the bed frame itself may have more of a factor, how much colour or decoration should a hotel apply to the bed itself?

Critical to any interior designer is a need for bed coverings not to distract from, but to complement the layout of a room in line with the hotel’s overall plan.

Wider trends in hotel design ‒ especially as lifestyle brands take centre stage ‒ are seeing operators lean

towards the more homely elements. But does this mean the outright and ostentatious displays of luxury are passé? Not so, says Erin Coman‒Beckett from Hotel Home Australia.

“Downtown city or some larger provincial properties have gone to the 'all white' look many years ago. This look can only be effective when professional housekeeping has the time required to deliver a 100% very slick and perfect presentation of the beds every time, but the reality is that it most often does not happen due to time constraints.

“The end result, is that most of these bed presentations are not up to scratch, they can look institutional and some degree of colour, texture and style needs to be added to the bed presentation to satisfy the guest, who may have seen a different look on the website.

“Many properties have gone away from the 'all white' for a number of reasons and these properties have introduced bed runners and stylish cushions, which often co‒ordinate with sofa cushions.” n

Hotel Home CEO Gary Coman; Design Director Erin Coman‒Beckett and Production and Digital Manager Thomas Coman

hotelmanagement.com.au 51

INTERIOR DESIGN

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Sleeping Whether you work better on a couch or a desk, there’s a space for you

at the office CO‒WORKING SPACES ARE NOT NEW TO AUSTRALIA. HOWEVER, THE IDEA THAT ONE SUCH VENUE WOULD ALSO OFFER HOTEL ROOMS IS A TWEAK AWAY FROM THE ORDINARY THAT PERHAPS OTHERS IN THIS SPACE HADN’T YET ENVISAGED. ENTER STAGE LEFT – KAFNU ALEXANDRIA.

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Kafnu’s rooms are designed as ‘no‒working’, not ‘co‒working’. There’s no desks in here.

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52 HM The Business of Accommodation

Tenants are quickly moving in at Kafnu Alexandria

hese days, entrepreneurship, innovation and creative ideas abound in the heads of every young professional in one form or another.

And reaching those goals has never been easier due to the levels of support available ‒ from business coaching to peer networking, social media and mentoring opportunities – it’s all there in most modern societies, especially Australia.

Kafnu Alexandria is as entrepreneurial as the clientele to whom it seeks to cater. Part of the Next Story Group – which operates the more traditional Next Hotels and Sage Hotels among its hotel portfolio – the group is rapidly carving out its niche among the modern, millennial business traveller and tech‒savvy leisure holidaymaker.

Modern business men and women are always looking for that edge in an ultra‒competitive world, and operations such as these are the bread and butter of these co‒working spaces. At one end of the entrepreneurial scale, sole traders and partnerships may be tired of working out of a garage or spare room and may be looking to scale up as order books see rising levels of activity. They may need secretarial or administration services but don’t have space.

These small enterprises may have the turnover needed to graduate from the proverbial crawl into a walk but may not have the capital to fund a full office for a growing team. Hiring out a small pod of desks in a shared environment may be the logical next step.

Having opened officially at the beginning of March, Kafnu Alexandria is Australia’s first hybrid hotel and co‒ working space. The brand debuted not long ago and was first tested in some Asian and Subcontinental markets in Taipei, Hong Kong and Bengaluru. Another will open later this year in Colombo and Ho Chi Minh is also on the cards for the near future.

On paper, it could be a safe assumption that a combined hotel and co‒working space is just the tonic for the small and medium enterprise generation. Why are they not popping up everywhere like McDonalds?

According to Next Story Group ANZ Regional Vice President, Alex Billing, the company has always seen itself as a hospitality company, not just a hotel company and that Kafnu has been an extension of this.

“I think a lot of people originally wouldn’t go to the Kafnu part of the business, saying 'well, you’re a hotel company'. So we saw the fundamentals of Kafnu as being a bespoke hotel private member club shared workspace.

“I think there is so much opportunity in this space right now, that quite frankly if we wanted 10 of these tomorrow, we could click our fingers and the opportunities are there. We don’t want to do that. We have a really considered growth platform.”

Sceptics might wonder why a co‒working centre might need a hotel? Theoretically, wouldn’t those occupying desks, offices or facilities at a Kafnu already reside in said city? The answer to this question can likely be found in the fact that among the more than 400 desks available, there are only 16 twin‒share hotel rooms, offering space for only around 30 heads to sleep per night ‒ less than 10 per cent of capacity.

Kafnu Alexandria is, in a word, enormous. Spread across two levels, desks are available in huge numbers across the 3,000 square metre facility. Some look out the window to admire the busy Grounds of Alexandria

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Members can access a schedule of classes and pick the session which suits them best, with offerings including spin classes, yoga and Pilates also on tap.

“We see ourselves as going beyond that standard hotel relationship and becoming connected,” Billing added.

“As we look at Kafnu, yes we’re looking at creators and entrepreneurs but we’re also about growing with the business. I think with Kafnu Alexandria, we’re catering for people who just want a bit of a flexible desk [all the way] up to a 40‒person office. So we see ourselves as growing with the business.”

A handy statement. Once it beds down, Kafnu may be that corporate utopia that changes the way Australia Regional VP works together. n ANZ p u o Gr ry to S t ex N

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next door. There are breakout couches for a more informal meeting or catchup with a colleague. Wander around the facility and you’ll find meeting rooms set up Quite frankly in a boardroom style with teleconferencing and video if we wanted meeting functionality. Smaller one‒on‒one meeting 10 of these rooms are also available, literally set up with only two chairs, while private suites can also be booked for that tomorrow, we discreet phone call. could click our For those in the creative industries, a radio fingers and the station and podcasting studio is ready to record your contribution to the zeitgeist. Fashionistas can also make opportunities use of a photo studio, camera gear and a dressmaker are there. We dummy to help bring their designs to life.

The Kafnu system works on a membership basis, with don’t want to members able to access any property around the world. do that.

Once you have your digital keys, you can book desks, Alex Billing, meeting rooms and everything you need for your day’s Next Story Group ANZ work right up to the hotel rooms on a per‒night basis.

Regional VP Co‒working spaces can be booked from one hour up to blocks of 24 hours, with access available at any time day or night. Indeed, for those who sit bolt upright in bed in the middle of the night and simply must get started irwaves with Ka bringing their dreams to life, Kafnu is ready. the a f nu ’s p t on “If you’re up here at 3 o’clock in the morning e od G ca and you need some help with your printing, we’re manned 24 hours a day,” Billing enthuses.

The down‒time spectrum is well represented at Kafnu, almost down to an art form. Acutely aware that people work in different ways, one visit to the rear corridors reveals something of a playground to keep minds at their sharpest. For the fitness‒inclined, a virtual gym allows guests to mount a stationary bike and go on an adventure through the winding French countryside.

e uit

HOT DESIGNS ON THE WAY Coming soon from the designer’s sketchpad

01 Hayman Island by InterContinental IHG has worked with DBI Design and Daarc to create a brand of ‘immersive luxury’ and bespoke experiences on the new Hayman Island.

Opening – 01 July 2019

02 Ritz-Carlton, Perth More than $1 million is being spent on each of the hotel’s 204 rooms. The hotel will offer two vitality pools in a dedicated garden – one each for men and women.

Opening – June 2019

03 Jewel, Gold Coast Australia’s largest mixed‒use development features a unique glass curtain walling system. A four‒metre Pandanus palm tree adorns the rooftop.

Opening – Late 2019

04 W Hotel, Sydney

Design firm HASSELL says W Sydney will appear to “peel up” the roadways as drivers approach and complement the changing landscape of the city and Darling Harbour.

Opening – First half 2020

05 Marriott Docklands, Melbourne Designers were inspired by two interlinked petal‒shaped towers intersected with vertical planting for the look of Marriott Docklands.

Opening – Mid‒2020

hotelmanagement.com.au 53

PEOPLE

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

As the company’s hotel management portfolio increases, Pro‒invest Group has made three internal promotions to support the changes. Beginning 01 April, Kirra Stott has been named pre‒opening General Manager at Holiday Inn Express Melbourne Southbank ahead of its opening later this year. Further, Jason Sabin will help to drive Holiday Inn Express’ entry to Queenstown when he begins later this year as the hotel’s pre‒opening General Manager. Finally, to help manage revenue and opening processes, Pro‒invest has appointed Nick Warner to a newly‒created role of Group Director – Sales, Marketing & Revenue, beginning this month.

Life at Big4 Holiday Parks of Australia is in for an exciting shake‒up, with the organisation welcoming Mohit Bhargava to the role of General Manager Sales & Marketing. His new role sees him tasked with growing online sales and the market share of Big4 among families and couples.

Heading north after a year managing Wyndham Sydney Suites, Nigel Warwick has set up camp at the post of Resort General Manager at Ramada Resort

by Wyndham Port Douglas. The mixed‒use property offers both hotel rooms and timeshare residences as part of the WorldMark South Pacific Club. During his time in Sydney, Warwick oversaw a $350,000 renovation of the hotel’s lobby area – a project which saw him crowned as Resort Manager of the Year for 2018. He brings more than 25 years’ experience to his new North Queensland role.

Tasked with supporting the efforts to double the Hilton portfolio in Australia via sales and marketing initiatives, Hilton has promoted Sue James as its new Regional Director of Sales, Australasia. James has been with the hotel giant for a decade and most recently performed the role of Commercial Director, New Zealand. Since moving from her UK homeland, James has called Japan, Brisbane and New Zealand home. She brings over two decades experience in sales to her new duties.

Highly experienced global hotel management executive Jens O. Reichart has joined BHMA – Flight Centre Travel Group’s hotel division, tasked with leading a business development team to grow Flight Centre’s property portfolio according to its strategy. Reichart moves across from Movenpick Hotels & Resorts, where he oversaw the growth of the brand from one operating hotel to nearly 30 and signed nearly 50 management agreements. BHMA currently operates 23 hotels in Thailand, Vietnam and Cambodia.

Following its acquisition by IHG, Karen Morris has been appointed as a full‒time ANZ Regional Director of Sales and Marketing for Six Senses Hotels Resorts Spas. As part of the Six Senses team for the last three years, Morris played a key role in the brand’s recent expansion into the Pacific with the development and opening of Six Senses Fiji. In her new role, Morris will lead sales across all resorts globally for the Australia and New Zealand market, with particular focus on Six Senses’ rapid expansion in Singapore and Indonesia.

Former Wyndham, Best Western and Radisson hotel development guru, Barry Fleischmann, has relocated to Brisbane to take up a Director role on the Hotels team at Colliers International. Barry prides himself on his client relationships and strong work ethic and will put those skills to use in continuing to develop the Queensland market for Colliers’ hotel clients.

54 HM The Business of Accommodation

Heritage Hotel Management continues to grow. Following the appointment earlier this year of Garrick Loft as General Manager Sales & Marketing, the group has expanded further with the recruitment of Kylie Shaw as Conference Sales Executive, based in Auckland. Among Shaw’s new responsibilities is the duty to help match event organisers with the right property across the Heritage collection. Shaw joins Heritage from her previous sales executive role at Hermitage Hotel, Aoraki Mt Cook.

Wireless services provider Hospitality WiFi has hired Trudi Chambers as its new Regional Wireless Sales Manager for Australasia.

Bringing over two decades of sales experience in the field to her new position, Chambers will use her strong industry business relationships to boost sales, support and marketing for Hospitality Wifi and its order book.

Three key new appointments have been announced by Oaks Hotels & Resorts as it strengthens its executive and operational ranks. John Thompson has taken control in the role of Head of Commercial – Minor Hotels, Australia & New Zealand and will work to continue to drive the brand’s growth in these markets. Melissa Rodrigues has also joined the company, based in Sydney as Director of Brand Marketing. She joins the hotel group from her most recent role at Menulog and prior to that, with Carnival Australia as Head of Marketing with P&O Cruises Australia. At the front line, Oaks Cypress Lakes Resort in the Hunter Valley has welcomed Shaun O’Bryan as its new General Manager. O’Bryan returns to his NSW roots after two decades in similar management roles overseas.

Presenting the

2019 HM Awards “It’s Show Time” at the HM Awards for 2019. HM Magazine is proud to announce nominations open online on May 1, 2019 and the event will be held for the 17th time. The HM Awards independently recognises excellence in accommodation across Australia, New Zealand and the South Pacific. The gala dinner returns to the ICC Sydney on September 6 where, after more than 1,500 expected nominations are judged, over 40 winners will be announced across categories celebrating the best in properties, departments and people across the accommodation industry.

Nominations Open Wednesday May 1, 2019 KEY DATES FOR 2019 Nominations Close: Wednesday, June 26, 2019 Finalists Announced: Monday, July 29, 2019 Tickets Bookings Close: Friday, August 23, 2019 HM Awards Gala Presentation Dinner: Friday, September 6, 2019 Venue: International Convention Centre (ICC) Sydney Dress: Black tie or dress to theme Table bookings: T: 0422 419 343 E: bookings@hmawards.com.au

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

Enter online at:

HMawards.com.au

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