The Foxtel Business iQ elevates your in-room entertainment experience, offering your guests an unrivalled range of content options alongside a fully customisable engagement platform.
Digital concierge: provide your guests with access to all your hotel information including local attractions, dining options and in-house services
Upsell platform: promote your amenities, offers and loyalty programs to guests to help drive incremental revenue
Customisable Interface: add your logo, branded background screens and send personalised welcome messages to reinforce your brand personality
Book an in-person or online demo today
Call 1300 792 883
Or visit www.foxtel.com.au/biq for more information
Display your hotel’s offerings
Promote dining options
Highlight local attractions
Customise the interface to reflect your hotel’s brand
Send welcome messages
Insert your hotel’s branding
Customised background screens
Boost upsell opportunities
Advertise offers and promotions
Drive in-house transactions
Give your guests access to Foxtel’s unrivalled entertainment
20,000 hours of movies and TV shows
50+ sports live
24-hour Global news coverage
AccomNews is distributed quarterly to hotel, motel, resort and caravan parks throughout Australia by Multimedia Pty Limited.
The views and images expressed in AccomNews do not necessarily reflect the views of the publisher. The information contained in AccomNews is intended to act as a guide only, the publisher, authors and editors expressly disclaim all liability for the results of action taken or not taken on the basis of information contained herein. We recommend professional advice is sought before making important business decisions.
Advertising Conditions
The publisher reserves the right to refuse to publish or to republish without any explanation for such action. The publisher, its employees and agents will endeavour to place and reproduce advertisements as requested but takes no responsibility for omission, delay, error in transmission, production deficiency, alteration of misplacement. The advertiser must notify the publisher of any errors as soon as they appear, otherwise the publisher accepts no responsibility for republishing such advertisements. If advertising copy does not arrive by the copy deadline the publisher reserves the right to repeat existing material.
Disclaimer
Any mention of a product, service or supplier in editorial is not indicative of any endorsement by the author, editor or publisher. Although the publisher, editor and authors do all they can to ensure accuracy in all editorial content, readers are advised to fact check for themselves, any opinion or statement made by a reporter, editor, columnist, contributor, interviewee, supplier or any other entity involved before making judgements or decisions based on the materials contained herein.
AccomNews its publisher, editor and sta , is not responsible for and does not accept liability for any damages, defamation or other consequences (including but not limited to revenue and/or profit loss) claimed to have occurred as the result of anything contained within this publication, to the extent permitted by law.
PO Box 2652, Newfarm, Qld 4005, Australia Phone: +61 (07) 5440 5322 mail@accomnews.com.au www.accomnews.com.au
EDITOR
Mandy Clarke, editor@accomnews.com.au
INDUSTRY REPORTERS
Sarah Davison and Grantlee Kieza OAM
PRODUCTION
Richard McGill, production@accomnews.com.au
ADVERTISING
Stewart Shimmin, s.shimmin@accomnews.com.au
SERVICE/SUBSCRIPTIONS service@accomnews.com.au
CONTRIBUTORS
James Goodwin, Kerry Williams, Liz Lycette, Michael Kirwan, Peter Shelley, Stephen Ferguson and Stuart Lamont.
18
Inside our Autumn issue
Reflections on a season of change
There’s a lot to talk about in this issue—and across the wider accommodation and tourism landscape right now. With a federal election just around the corner, the spotlight is firmly on advocacy. It’s a crucial time for operators, owners, and stakeholders to speak up about the challenges they’re facing and the support they need. Thankfully, our industry has never been shy about making its voice heard.
In this edition, we’ve included some powerful industry insights and contributions that reflect the current climate. James Goodwin from Accommodation
Mandy Clarke, Editor editor@accomnews.com.au
Australia outlines the sector’s key priorities ahead of the election.
AHA’s Stephen Ferguson takes us behind the (very funny) scenes of the long campaign for beer tax reform—yes, it really did start in the back of a Kia Carnival! And Stuart Lamont from CIAA reminds us why caravan park investment is a smart move for regional growth.
We also shine a light on Ozone Hospitality’s impressive growth journey, as they take a fresh approach to integrated service delivery. Scott Armstrong from 1834 Hotels also unpacks the benefits of white-label hotel operations—a model that’s gaining serious traction with owners across the country.
Sustainability gets a welldeserved spotlight, too. One standout example is Marriott Adelaide’s partnership with CIVIQ to install filtered water stations—a simple but powerful step towards reducing plastic waste and improving the guest experience.
On a personal note, after almost 20 years in this industry, I’m still constantly inspired by the innovation, resilience, and generosity of the people who keep it ticking. From remote
caravan park operators to five-star city hoteliers, what unites us all is a genuine passion for hospitality and a willingness to keep learning, adapting, and striving for better.
I’ve seen this industry ride out plenty of ups and downs— including the recent cyclone— and it’s always the people behind the scenes—those who roll up their sleeves, pitch in, and find creative ways forward—who keep the wheels turning.
Thank you for continuing to read AccomNews. Whether you’re flicking through in the office between check-ins, catching up on an article online, or saving a feature to revisit later—we’re here to bring you the stories, ideas, and voices that matter. We hope this issue does exactly that.
Warmest regards, Mandy Clarke
Our team brings extensive industry experience to deliver complete "turn-key" solutions for recreational spaces of all shapes and sizes. We dedicate ourselves to delivering spaces that are not only innovative and safe, but also perfectly aligned with our clients' visions.
Contact us today to transform your playground visions into reality.
Telling the accommodation story this election
There is no better time to tell the story of our great accommodation industry than in the runup to a federal election.
It’s one of the rare times when politicians of all stripes are out on the hustings, travelling the country and actually listening to the community.
The national office of our Association, as always, is geared up and ready for the campaign— but it is also a perfect time for our members, both big and small, to speak up as well.
The politicians and candidates will be staying in your accommodation properties so don’t waste an opportunity to, politely, tell them what’s on your mind or what support you need.
In these tough economic times, we must ensure our concerns and our needs for the future are clearly articulated. We need to engage with all sides of politics and tell our story, because as an industry, we have a compelling one to tell.
The latest data shows that, nationally, we employ almost 110,000 people in their main job and another 50,000 in additional, part-time or casual roles. These are hard-working Australians supplementing their household income through work in our industry. More than 40 percent of these jobs are in regional Australia, and almost 60 percent are held by women.
Our industry generated more than $21.2 billion in tourismrelated revenue in 2023–24 and, together with other sectors in the accommodation and food services industry, contributed over $60 billion in value added to the Australian economy.
Most remarkably, we did that while still recovering from the devastating impact of the restrictions imposed during the pandemic. And we did it at a time when international holiday visitor nights are still 11 percent
less than pre-pandemic levels and total international visitor arrivals are still 12 percent lower.
Long before the election date was decided, our association had been working to narrow down the industry’s five key priorities—a roadmap, or manifesto if you will—for whoever is in office post-election to know just what our priorities are.
The five key priorities are:
1. Tourism demand
2. Training and skills
3. Migration
4. Short term rental accommodation
5. Energy, tax and small business support.
Tourism demand is a key priority for us. International tourism to Australia grows when travellers are inspired to visit—for example, by increasing Tourism Australia’s funding to $200 million per year, plus an additional $20 million for events.
We also need to facilitate an increase and diversification of international and domestic aviation capacity and competition so they can get here, and it is great to see some work on this recently in NSW in relation to the new Western Sydney Airport. We should also freeze the Passenger Movement Charge and invest more of its proceeds into improving the traveller border processing experience.
We need to engage with all sides of politics and tell our story
The next two priorities, training and skills and migration, are two sides of the same issue—staffing.
We need to better train the people we have here, and also be able to supplement that with a workforce from overseas.
The accommodation and food service industry and its one-million-strong workforce should be treated as a priority for training funding, so we can achieve higher productivity in our labour-intensive industry, as well as facilitate more post-school qualifications for the workers.
We want to improve employer incentives for food trades apprentices and restore hospitality traineeship incentives.
To supplement our homegrown workforce, we would like to see a minimum of 47,000 employer-sponsored places per year within the permanent migration program.
Restaurant managers should be restored to the Core Skills Occupation List, and we should ensure all the key skilled occupations vital to hospitality are eligible for sponsorship.
We also need to allow regional employers to sponsor all skilled occupations for temporary or permanent skilled migration.
We should halve the Skilling Australians Fund levy, continue investing in faster processing times, maintain access for working holiday makers to second and third-year visas, and ensure eligibility remains tied to regional work—while expanding the way current regions are defined.
Short term rental
accommodation (STRA) is a hot topic in the media and one of our key priorities.
We need to improve housing availability and affordability by implementing a national framework for state and territory regulation of short term rentals.
We recommend establishing a national registration system, a cap of 90 days per year—with scope for local governments to impose lower caps—and effective enforcement of the regulations.
It is no surprise to anyone running a business that we need incentives and subsidies to alleviate the crippling increasing costs of energy and we need to retain hospitality industry access to gas as an energy source.
Finally, we should remove fringe benefits tax on legitimate business entertainment expenses and restore their deductibility for small businesses—excluding alcohol costs. We also recommend increasing the accelerated depreciation rate for accommodation properties to improve cash flow and support hotel refurbishments.
These priorities will be front and centre as we tread the corridors of power, representing you at the highest levels during and after the election campaign. Don’t be afraid to make your voice heard too, if you find yourself shoulder to shoulder with a pollie in the coming weeks—we’ve got a great story to tell, let’s take every opportunity to tell it.
James Goodwin CEO of Accommodation Australia
Flexibility and Performance
Christie’s award-winning electric and gas cooktops are the ultimate cooking appliances - powerful, safe, easy to use and clean. Their drop-in design means they can be ordered with prefabricated cabinets or built into any suitable cabin or camp kitchen.
BIG4 Yarra Valley Park Lane Holiday Park, Victoria
Exposing the hidden beer tax is a win for all hotels
It all started in February 2022 in the back of a Kia Carnival.
I was driving across rural Tasmania with AHA NSW’s media man, Jason Bartlett and Lion’s Kath Conroy.
Over three days, we drove from Burnie in the north to Launceston and then Hobart, and we had a simple mission.
We were to use the marginal federal seats of Bass and Braddon to finally draw the Morrison Government’s attention to the hidden beer tax.
A tax which had gone up twice a year in line with CPI for 40 years without fanfare, ever since famed beer drinker Bob Hawke introduced it about the time of the America’s Cup win in 1983. And draw attention we did.
As we drove, we had front pages and TV coverage in each electorate—bringing local Liberal MPs like Bridget Archer on board and getting Senator Jacqui Lambie to throw her very vocal support behind the “poor bastards” paying so much for a schooner at the front bar at a pub roundtable in Burnie.
Stephen Ferguson CEO, Australian Hotels Association
We finished in Hobart with a beer excise photo shoot at a pub with sponsors and supporters.
The story of how we got the deal, and how it fell through at the last moment, is one better told over a beer rather than put in writing. But it’s enough to say Morrison went on to lose, and the hidden beer tax became a problem which never went away for whoever was in government.
Every February and every August, as the tax went up again and again, media outlets, seeing the public interest—and the clicks—ran story after story, article after article.
The hidden beer tax was hidden no more.
It was now at the forefront of beer drinkers’ minds—especially during a cost-of-living crisis.
Fast forward three years, and on Saturday, March 1, we finally got what we had been pushing for.
Prime Minister Albanese called it a “common sense measure that is good for beer drinkers, good for brewers, and good for pubs…”
It is also a win for every accommodation hotel and motel that has a restaurant or a bar.
‘Albo’ is the first Prime Minister to act on this issue in more than 40 years and deserves our gratitude.
Maybe we didn’t get everything we wanted, who does in politics? But make no mistake, this is a major step forward for hotels right across the country.
The facts were on our side.
The once-hidden beer tax—now ironically probably the bestknown tax in Australia—saw Australians paying the thirdhighest tax on beer in the OECD.
February was the 83rd time the tax had gone up in 40 years.
It went up during a cost-of-living crisis affecting all Australians
and was set to rake in another $800 million by 2027.
We all know the price of a beer is influenced by many factors, including energy costs, insurance, wage rises, and interest repayments paid by a publican.
But excise is the only lever the government controls directly.
Thanks to our campaigning, the Nationals, seeing firsthand the struggles of regional publicans, were on board.
One Nation’s leader Pauline Hanson backed us in February—and we already had Senators Lambie, Bob Katter, and Tammy Tyrrell on side.
Only the two major parties were still ignoring our requests for support.
It all changed that Saturday when the Prime Minister made his announcement and the Liberal Party’s Shadow Treasurer Angus Taylor got on board a few hours later, finally making it a bipartisan issue.
It was the best result we could hope for, with the issue no longer a political football for the next two years at least. More discussion is set to take place after the upcoming election.
But the victory brings some certainty to our industry with hotels no longer having to decide between passing the excise costs on to customers or absorbing it every six months.
It brings some certainty to the men and women struggling with the cost-of-living who love a beer down at their local pub or hotel bar.
And it brings certainty to politicians that the now very public beer tax won’t feature in the media every six months.
Success has many fathers (or mothers) as they say—and many will claim credit for this across the industry, but I like to think it began on the road in that Kia Carnival in Tassie back in February 2022.
Mitsubishi Electric recognises that noise affects comfort, so we constantly work to make our air conditioners as quiet as possible. Available with the MSZ-AP Series and MSZ-EF Series, our ‘Quiet Mode’ fan speed setting ensures super quiet operation.
MSZ-AP Series
Engineered for high performance and lower operating noises, these units feature a streamlined design to blend in with any décor.
Barrier Coating
The MSZ-AP25 can also achieve 18dBA for heating mode only
* Excludes MSZ-AP20
For more information on our products please visit mitsubishielectric.com.au or call 1300 280 625 So Quiet, you’ll
MSZ-EF Series
With contemporary clean lines and a sophisticated, modern design, these units provide the best match scenario for diverse interior designs.
Last month, I had the opportunity to travel to China with over 20 of our leading Inbound Tour Operators (ITOs) for a dynamic week of meetings, networking and reconnection.
While ATEC is known for giving our members access to the world through business-to-business programmes here at home, this time we flipped the model— taking our members directly to market. Across Shanghai, Beijing and Guangzhou, we reconnected with Chinese travel distributors who we saw are ready to do business again.
And the energy in those rooms was powerful. There was genuine enthusiasm from Chinese agents to get Australian product back into their programmes. Conversations were lively, positive and constructive and for many of our members, it was the most promising signal they’ve had in years— and a reminder of just how valuable this market still is.
There’s no question that confidence is returning to China’s outbound travel sector, but Australia has work to do. We’re not the cheapest destination on off er, and we’ve lost market share to more aff ordable competitors. However, we still sit high on the bucket list for many Chinese travellers and
what we need now is sustained engagement to convert that intention into bookings.
That’s why initiatives like the Reviving International Tourism Grant (RITG) have been so important. They’ve helped ITOs take crucial first steps back into key markets like China. But short-term support isn’t enough as rebuilding international distribution networks takes time, investment and a strategic, long-term view.
And this is where we need government to lean in.
While this year’s Federal Budget off ered welcome stability in the form of continued funding for Tourism Australia, it was light on broader tourism initiatives. Beyond targeted support for regional aviation, there was litt le that directly addressed the critical challenges facing our industry like skills shortages and the urgent need to reconnect
What we need now is sustained engagement to convert that intention into bookings
with overseas buyers. Tourism now contributes over $78 billion to Australia’s GDP and supports nearly 700,000 jobs. It’s a national asset—and one of our leading export sectors. But if we’re to realise the ambitions laid out in the government’s THRIVE 2030 strategy, including reaching $230 billion in visitor spend by the end of the decade, we need both ambition and alignment.
At ATEC, we’ve outlined a clear and practical platform for growth—built around fi ve key pillars:
• Driving demand — through continued investment in Tourism Australia and support for marketspecific initiatives.
• Strengthening air access — including partnerships and regional infrastructure that improve aff ordability and connectivity.
• Addressing labour and skills shortages — by expanding training and targeted immigration pathways.
• Rebuilding distribution — to help businesses reconnect with buyers and revitalise channels like the Approved Destination Scheme.
• Lift ing industry capability — through programmes like ATEC’s Host training and our proposed Digital Uplift initiative.
These aren’t abstract policy asks — they’re what our members on the ground are telling us they need.
We’ve seen first-hand the power of gett ing back in market. We’ve seen the appetite from distributors, and we’ve seen the resilience of the businesses who, despite everything, are still here, still innovating, still investing, still welcoming the world.
Tourism is recovering, but without strategic support, we risk missing the full opportunity. With a federal election on the horizon, now is the time for all parties to put tourism on the agenda and commit to policies that back this industry and the people behind it.
Peter Shelley Managing Director, Australian Tourism Export Council
Caravan park investment: A smart bet with big payoffs
When it comes to business, one principle still rings true—regardless of industry, if you don’t invest in the future, you won’t have one. This couldn’t be more relevant to the caravan and holiday park sector. The real and tangible link between operator upgrades to parks—whether by adding new cabins, improving accessibility, or enhancing recreational facilities— they are making a calculated bet that consumers will respond. And time and again, the evidence shows they do.
Yet, despite this clear return on investment, too often the infrastructure that supports our nation’s drive tourism economy is overlooked when it comes to its ability to deliver sizeable outcomes for regional growth and economic development.
As we work through the federal election process, there is an opportunity—indeed, a responsibility—for government to recognise that caravan park infrastructure investment is more than just spending. It is an investment in business growth, in tourism expansion, and in the regional economies that depend on them.
As much as we have seen growing private funding in the sector, it cannot be relied upon to lift all boats. While we have seen an explosion of well-targeted corporate investment, the sector in many cases is still largely tied to tight operational budgets out of small independent operators with limited ability to draw down on deep equity pockets to expand their offering. In too many cases, parks are forced to delay or scale back much-needed upgrades, missing opportunities to grow and strengthen their business. This is where well-designed government funded programmes can make
Stuart Lamont CEO, Caravan Industry Association of Australia
a difference—accelerating business investment, expanding capacity, and ultimately driving financial returns.
We’ve seen this firsthand through the success of the Albanese Government infrastructure upgrades grant, a programmes that helped over 100 park operators upgrade and expand their offerings and which kickstarted investments equivalent of 3:1 to the government seed investment. The results are also striking, with operators who received funding overwhelmingly reported increased bookings, nearly half of which seeing double-digit percentage growth within just six months of completing their projects. That is not speculation—it is proof that when investment happens, returns follow.
More importantly, these returns extend beyond a single park’s bottom line. When a caravan park attracts more guests, the entire local economy benefits. Tourists don’t just stay within the park gates—they visit the local café, fill up at the petrol station, buy groceries from the independent grocer, and stop at local attractions. The caravan park is often the anchor that draws visitors into town, supporting a web of local businesses that rely on tourist dollars to survive.
One of the most exciting aspects of investment in caravan park infrastructure is how it broadens the market. Australians love to travel, but not all accommodation options are accessible or
Caravan parks… often fly under the radar in government tourism strategies. That needs to change
affordable for every demographic. Caravan parks have long been the great equaliser of tourism, providing an affordable and flexible way for families, retirees, couples, and solo travellers to explore the country.
Targeted investment expands this inclusivity. In recent years, we have seen a surge in parks upgrading accessibility features, ensuring that more Australians—regardless of mobility challenges—can enjoy the road trip experience. Investment has also supported the development of new familyfriendly facilities, helping to attract younger generations and secure the future of the industry. These are not just feel-good outcomes; they are commercially strategic decisions that widen the consumer base and create long-term revenue stability.
The added advantage of strategic investment in caravan park infrastructure is that its benefits ripple far beyond the park itself. It directly supports jobs—both during the construction phase and in ongoing operations. Many parks that have undergone upgrades have had to bring on extra hands, whether for maintenance, cleaning, or front-desk operations. But the real employment story is bigger than that.
Local tradies get the contracts to build new cabins. Local suppliers provide the materials. Small businesses in town see the effects as more visitors flow through their doors. In regional areas, where job opportunities can be scarce, even a handful of extra positions can make a meaningful
difference, with the multiplier effect seen many times over.
Now is the time for policymakers to recognise the immense value that targeted infrastructure programmes for the caravan park sector brings—not just for operators, but for regional Australia as a whole. The current funding programmes have delivered strong results, but there is clear demand for more, with the most recent programme heavily oversubscribed. Further to this, the majority of operators who have already received support say that if additional funding were available, they could have expanded their projects even further, delivering even greater returns for their individual businesses and their surrounding communities.
What’s needed now is long-term commitment. Caravan parks are a critical part of Australia’s tourism infrastructure, yet they often fly under the radar in government tourism strategies. That needs to change. A federal government serious about regional development should see investment in the sector as a no-brainer—it is a low-risk, high-return opportunity that supports local businesses, drives domestic tourism, and strengthens regional Australia.
The return on investment is clear, the economic benefits are undeniable, and the demand is there. Now it’s just a question of whether those in Canberra are willing to back an industry that has proven, time and again, that when investment happens, real results follow.
Accessibility Accreditation transforms and enhances the guest experience
When I started travelling with my mum, who lived with a disability, I soon discovered that what many of us take for granted—the joy of travel—often brought stress, uncertainty, or disappointment for those with accessibility needs. I witnessed firsthand how often we arrived at properties labelled "accessible", only to find crucial details had been overlooked. It might be a bed too high to transfer into or a bathroom layout that simply didn’t function for someone with mobility limitations. It broke my heart seeing Mum forced to compromise, sometimes having to handwash because the shower was inaccessible.
In today’s travel landscape, accessibility isn’t just a buzzword; it’s a fundamental aspect of hospitality that can make or break a joyful travel experience. However, with so many diff erent disabilities to consider, it can feel overwhelming for operators who aren’t familiar with the nuances. That’s why the Accessible Accommodations Accreditation Programme has made it easier than ever to create a welcoming, inclusive environment—ensuring a wonderful experience for all guests, including the 21 percent of our population
living with disabilities and the 16 percent who are over 65. As our population continues to age, the demand for accessible travel will only grow.
Understanding accessibility in practice
Accessibility in the context of hospitality means ensuring that everyone, regardless of their abilities, can comfortably and safely enjoy their stay. This goes beyond simply providing a grab rail in the shower. For example, guests with accessibility needs must know how high the bed is for transferring—and many other details—to ensure a comfortable experience.
When I designed the Accreditation Programme, my goal was to focus on the end user—the guest—and how they experience the accommodation. I wanted the process to be straightforward and easy to understand, with extensive information
so guests could determine whether a property suits their needs. Most of all, I wanted the programme to be trustworthy, so no one would have to compromise, as my beautiful mum all too often had to.
What I didn’t expect was the overwhelmingly positive feedback from operators. Many have shared that the Accreditation Programme has given them clear guidance on where they stand in terms of accessibility. This clarity helps operators set accurate expectations for their guests, ensuring everyone is on the same page at check-in. It removes any ambiguity around the level of accessibility off ered and empowers providers to make improvements with confidence. Achieving accreditation also helps operators identify ways to enhance their accessibility features and improve the overall guest experience.
The role of accreditation
Accessible Accommodation’s Accreditation programme plays a pivotal role in guiding accommodation providers towards excellence in accessibility. These programmes provide structured frameworks and guidelines that help properties assess, improve, and maintain their accessibility standards.
Benefits of accreditation for providers
Accreditation off ers:
• Enhanced guest experience: Ensures that facilities are designed to meet the needs of a wide range of guests, boosting satisfaction and loyalty, without requiring operators to be experts in disability. Many operators keep their Accessible Accommodation listing readily available, allowing them to quickly provide guests with the information they need.
• Beyond compliance: For physical disabilities, simply meeting the building code is not enough. The comprehensive FAQ section off ers guests valuable details—such as the height of the sofa or whether the microwave is easily accessible— information not covered by the building code, but essential to the guest experience.
• Market diff erentiation: A badge of honour off ers a competitive edge, distinguishing accredited properties as leaders in accessible hospitality.
Kerry Williams Founder, Accessible Accommodation
Images courtesy of Accessible Accommodation
• Continuous improvement: An opportunity for continuous improvement. It encourages providers to regularly assess and enhance their accessibility features, keeping pace with evolving guest needs and best practices.
• Better reviews: When guests know exactly what to expect at the time of booking, the consistent experience upon arrival ensures a smooth stay, leading to higher satisfaction and improved reviews.
Practical impact on guests
For guests, accreditation translates into peace of mind and the freedom to travel confidently. Knowing that a property is accredited means they can expect:
• Seamless access to facilities and services that meet their specific needs.
• Transparent information about accessibility features before booking, empowering informed decisions.
Tiered accreditation
The Accreditation Programme provides a clear, structured framework to help accommodation providers enhance accessibility for all guests. It includes four progressive tiers designed to accommodate both physical and sensory disabilities, each tier building upon the last with more advanced features and services to meet a broader range of needs. Sensory disabilities encompass autism, vision, and hearing needs.
Older properties may not meet today’s standards but can still be suitable for many guests, such as those we categorise
as “Assisted Walking” (users of walking frames or canes). This is particularly relevant for retirees who may not have a formal disability but are unsteady. Properties built after 2015 typically meet the requirements of Tier One and Two (Independent Wheelchair Users).
Tier Three (Assisted Wheelchair Users) is especially significant, as it accounts for over 40 percent of our booking enquiries, yet only eight percent of properties currently meet these needs. This presents a huge opportunity for accommodation providers to cater to guests with higher physical needs, off ering a competitive edge in a growing market.
Looking ahead
As the hospitality industry continues to evolve, so do expectations around accessibility, sett ing new benchmarks for inclusive travel. For accommodation providers, achieving accreditation not only enhances business practices and drives revenue growth—it also contributes to creating a more accessible world for everyone.
My greatest hope is to see more operators catering to guests with high physical needs, as well as off ering sensory-friendly features—both of which remain in short supply.
Images courtesy of Accessible Accommodation
STRive to Thrive Australia & New Zealand 2025
The STRive to Thrive Conference 2025 delivered two dynamic days of learning, networking, and entertainment. The event took place in two locations: Melbourne, Australia, on March 19 and 20, and in New Zealand for the first time on March 25 and 26.
Launched in Melbourne two years ago, STRive to Thrive has rapidly established itself as a must-attend event for short-term rental (STR) professionals. This year’s expansion into New Zealand was a resounding success, drawing together STR hosts, property managers, and industry experts for engaging sessions, practical workshops, and valuable networking opportunities.
The program covered everything from marketing strategies and guest experience to legal updates and tech innovations—equipping attendees with the tools and inspiration needed to thrive in the ever-changing STR landscape.
AccomNews was proud to be part of the action, connecting with industry leaders and contributing insights to support the continued growth of this dynamic sector.
Looking ahead to 2026, STRive to Thrive will return—bigger and better—with three confirmed events: March 18 and 19 in Melbourne, March 24 and 25 in Auckland, and July 15 and 16 in Bali.
“It’s where we go to see and learn about the next big things in the industry”
KEYNOTE SPEAKERS
Andrew Morello
Damien Oliver
Keith Suter AM
Simon Griffiths
Toby O’Rourke (USA) +MORE
Dulanka’s great service equals booming business
By Grantlee Kieza OAM, Industry Reporter
From little things, big things grow—and Ozone Services Group CEO Dulanka Jayaweera has tripled his business in just three years.
From 350 employees 12 months ago, his workforce has grown to more than 1000. The company has also expanded into the international market, partnering with the Crowne Plaza at Changi Airport in Singapore.
“We’ve had huge growth in our business, but we’ve done it in a sustainable way,” Dulanka said. “We are implementing parameters into the business that only add to the quality. It has been an amazing growth journey.
“We’re pushing the boundaries and att racting people who want to be at the heart of what Ozone is doing.
“Our passion and that genuine desire to do well and to be of service is att racting more and more business, while we maintain our current clientele.”
One of Dulanka’s long-time supporters, leading hotel entrepreneur Paul Fischmann, has now come on board as a shareholder in Ozone Linen Services, Dulanka’s new venture. The linen arm of the business will further expand the company, making it a fully integrated service provider for the accommodation industry.
Dulanka, the son of Sri Lankan immigrants, grew up in a family of six sharing a modest two-bedroom unit in Sydney.
At 18, he moved to South Australia to pursue a university degree but took a job as a concierge at The Playford Adelaide. He worked at several upmarket hotels and soon realised he could run a business that provided better hospitality services than what was on off er at the time.
In 2017, he launched Ozone Hospitality Services, off ering a comprehensive range of skills tailored to the accommodation and hospitality sector—from housekeeping and maintenance to staffing solutions, including front desk personnel, night staff, bar staff, and restaurant staff, as well as services such as landscaping, pest control, and security.
Recently, he established a small linen facility in Brisbane that has grown into a new business: Ozone Linen Services, for which he has high hopes.
Ozone Services Group CEO Dulanka Jayaweera
Dulanka’s aim is to provide accommodation providers in Australia with a holistic range of services, addressing their operational needs from every angle—sett ing his business apart from competitors.
“We are a national business,” Dulanka said. “The focus is to deliver services in all areas of Australia in a standardised fashion.
Melbourne is actually our biggest volume business, but Sydney and Brisbane are prett y close, and we’re expanding further into the west and South Australia.”
Over the past 12 months, Ozone has continued its partnership with Accor, signed on to work with key assets such as Melbourne’s Victoria Hotel with the Schwartz family, maintained its partnership with the Salter Brothers through assets including the Mercure Garden City in Brisbane and Mercure Southbank in Melbourne, and built relationships with IHG through properties such as Voco & Indigo Brisbane City Centre and the Crowne Plaza at Changi Airport—Dulanka’s first overseas client.
In a strong endorsement of Ozone’s attention to detail, the company has also partnered with the accommodation branch of NSW Health.
“We operate in a way that uses the best of today’s technology to capture and monitor site productivity and performance, while providing transparency for each of our clients,” he said.
We’ve had huge growth in our business, but we’ve done it in a sustainable way
“Ozone is at the forefront of technology and automation. We’ve also started Ozone Linen, which is going to be such an important part of our business.
“We are the first company to integrate our services in a way that off ers housekeeping, linen, maintenance—all the major services a hotel needs—all performed by the one company. This makes it very convenient for accommodation providers.
“I’d like to think we're challenging others in the hospitality services space. We’re moving the industry into the modern era.
“Our ability to use the technology at our fingertips helps our staff get the most out of what they’re doing,” he said.
“We also run surveys—happiness surveys— to monitor our staff ’s wellbeing and to see how our clients feel about us. It all contributes to delivering a better service.”
Ozone has embraced automation tools such as robots to assist with housekeeping and uses integrated soft ware systems to streamline operations.
“These systems assure our clients that we can provide more thorough and advanced services,” Dulanka said.
“The integration of all our interfaces gives us the ability to make informed decisions on the go.”
Dulanka said Ozone’s goal is to excel in every aspect of their work, with staff paying meticulous attention to the finer details that make a real diff erence in the accommodation sector.
“We focus on delivering the best service possible,” he said, “and we’ve found that when we do that, everything else falls into place.”
Ozone a breath of fresh air
By Grantlee Kieza OAM, Industry Reporter
Ozone Services Group is renowned throughout Australia as a leading provider of housekeeping and cleaning services, delivering exceptional results to hotels and serviced apartments.
In a wonderful endorsement for the reliability and the quality of its work, the company now has a government department supporting it, having been contracted to service the accommodation arm of NSW Health.
Ozone delivers a range of essential services — from housekeeping and maintenance to public area cleaning — ensuring unparalleled cleanliness and attention to detail for every guest experience.
The company has now partnered with more than 100 properties across Australia, ranging from 50-room hotels to 500room properties such as the Mercure Sydney. It is also attracting international clients, with a new partnership with the Crowne Plaza at Changi Airport.
Ozone Hospitality’s Director of Operations, Chamath Samarasinghe works closely with state managers to ensure everything that makes the business a leader in its field is consistently implemented at all properties.
He said a key factor in Ozone’s rapid growth and high customer satisfaction is the speed with which its workforce adopts the latest technologies.
“We’re really seeing the importance of robotics at the moment,” he said. “They’re just coming onto the market. They are quite expensive, but we’re starting with robot vacuum cleaners. These are much larger than the
ones used in homes—about knee-high—and they’re excellent at assisting our teams.
“Essentially, you can map the robot to clean specific areas. It integrates with the hotel’s lifts, so it can vacuum one corridor, travel to the next floor, clean that corridor, and so on, before returning to its charging dock to recharge and head out again.
“The robot cleaners aren’t here to replace our workforce but rather offer assistance for staff to do a more thorough and expansive job. And they are proving very effective.
“It will be a long time before robots can make beds or perform other key tasks currently handled by our workforce, but they are already helping our staff.”
As Director of Operations, Chamath travels between states to oversee numerous properties. He has recently been working in Queensland, where Ozone has begun servicing several IHG properties.
Ozone’s State Manager for NSW, ACT, Western Australia, and South Australia, Mitchell Ferguson said the company’s strong industry reputation is reflected in endorsements from some of the country’s biggest hotels.
“The largest property we service is the Mercure Sydney with over 500 rooms, but we also have properties throughout NSW—from Newcastle down to Bega, out to the Hunter Valley, the Blue Mountains, Wagga, and of course, Canberra in the ACT.
“In the past year alone, we’ve doubled our growth in NSW and taken on landmark properties such as the Mercure Sydney and the Grand Mercure in the Hunter Valley. We're also now working with the accommodation arm of NSW Health, which is a great endorsement of our service. We began that contract last year, and it’s been a great introduction to a different side of
the accommodation sector. “Working with a government department has allowed us to understand their standards, regulations, and requirements, which we’re now implementing in other areas of our hospitality operations.”
Ozone founder and CEO Dulanka Jayaweera said the company plans to continue its expansion into the west coast and South Australia.
“We have some big projects lined up, and we’re looking forward to being there,” he said.
Ozone’s Operations Manager for Victoria, Claudia Hofer joined the business 10 months ago. Since then, the company has added three more Victorian properties, including the five-star Melbourne Place, which Ozone began servicing three months ago.
“It’s a fast-growing business, and it’s exciting to be part of that growth,”
Claudia said. “We’re like a big family, working together to ensure everyone is happy and successful in each state.
“I oversee the day-to-day operations for each hotel in Victoria, making sure staffing is covered and all our standards are met. I work closely with Dulanka to implement our policies and procedures.”
Dulanka is incredibly proud and delighted with the company’s success.
“We were incorporated in 2017,” he said, “and after eight years and a lot of hard work, we’re hitting our stride and doing very well.
“We aim to be a business that makes a meaningful impact on everyone we interact with—staff, clients, or guests.
“And we’re achieving that through delivering an exceptional product throughout the hotel industry, in whatever service they require.”
Chamath Samarasinghe
Mitchell Ferguson
Claudia Hofer
Housekeeping and linen the perfect combination
Image courtesy of Ozone Services Group
By Grantlee Kieza OAM, Industry Reporter
Ozone Services Group has launched a bold new venture in linen supply, promising to deliver an unprecedented level of service for the accommodation industry.
CEO Dulanka Jayaweera said he is integrating his hospitality business with the new Ozone Linen Services, making the combined offering more cost-effective for hotels.
“Our ambition for linen is to become one of the country’s largest providers within the next five years,” he said.
Hotel industry veteran Paul Fischmann, founder of 8Hotels Hospitality, is a major investor and advisor in the new business— and a long-time admirer of Dulanka’s work. Paul said he remains staggered by his friend’s energy and ideas.
“Because we have both a housekeeping operation and a linen business, we can offer clients both services under one company,” Paul said. “It’s mind-blowing that it hasn’t happened already, and we’re going to be the first group to do it.
“In hotels, housekeeping handles the linen, so it makes perfect sense for us to provide both functions.
“We’re happy to provide just linen or just housekeeping if that’s the hotel’s preference— but now we’ve got the capacity to offer both.
“We’re starting with the linen service on the Gold Coast and in Brisbane, and we’ll expand into Sydney, Melbourne, Canberra, and beyond.”
Paul said it made perfect sense for hotels to outsource linen services rather than manage them in-house.
“Linen is very much its own separate entity,” he said. “Running a linen facility is a tough business. First, you need a lot of space— and hotels don’t like giving up space.
“Secondly, it’s capital-intensive, and you need experts to run it. Hotel staff are busy dealing with guests and shouldn’t have to worry about linen supply.
“In all my hotels I never ever entertained the possibility that we would do our own linen.”
Paul founded 8Hotels in 2002. “At our peak, we had 21 hotels operating at the same time. I’ve bought, operated, and sold 25 or 26 hotels over the years. We had eight or nine in Sydney alone, as well as properties in Brisbane, Melbourne, Canberra, and Perth. We also had international management contracts in Bali and Fiji. Mainly, we had boutique city hotels.”
He said COVID “really exposed the problems with linen supply in this country and made things very difficult.”
“Dulanka was very keen to get into hotels. He courted me for some time, but I didn’t make it easy for him. He had to prove himself over several years, and he did,” Paul said.
“I got involved in his hospitality contract cleaning business. Then, about a year and a half ago, he came to me and said, ‘Paul, I think there’s an opportunity in the linen game.’
“I told him, ‘Linen is very different from cleaning. It requires a lot of capital to fund premises, and it needs expertise. It’s a specialty area, and you’re building a fantastic business with contract cleaning—I think you should just focus on that.’
“But Dulanka being Dulanka, he bought a small property between the Gold Coast and Brisbane and set up a makeshift linen facility. He secured a few small contracts and proved it could work.
“He came back and said, ‘Paul, it works. I’ve learned the linen business and I want to do it.’ So, we did a lot of due diligence to understand the industry and what we needed to do.
“We found a larger property between the Gold Coast and Brisbane, put a deal together, bought it, and now we’re opening. I’m very excited.
“It was a very impressive approach from Dulanka that made me want to invest,” Paul said.
“There’s huge demand for linen services because there aren’t enough good-quality providers—not just for hotels, but also for healthcare.
“I think some of the incumbents have had a good run. They haven’t needed to work hard or provide great service. They haven’t reinvested in equipment because demand has been so high that they’ve been turning clients away.
“While COVID was tough for everyone, once the need for linen supply returned, it returned in droves.
“There is a massive demand for quality linen service, and we’re ready to fill that gap for our clients—using cutting-edge technology and the latest equipment to deliver the highest quality and best service.
“It’s a technically difficult job. It takes a very organised mind and a lot of energy to set up one of these facilities. You need a huge capital investment just to secure the premises.
“Fortunately, Dulanka has the youth, energy, and brains to do a great job.”
The business behind the brand:
How 1834 Hotels delivers results without the label
Interview with Scott Armstrong Director of Development, 1834 Hotels
By Mandy Clarke, Editor
At the heart of 1834 Hotels’ strategic growth is Director of Development, Scott Armstrong. In this interview, he shares how the company delivers tailored solutions, supports hotel owners, and stays ahead of the curve through innovation, technology, and a guest-first approach.
Tell us about your background and how you came to 1834 Hotels.
With over 20 years in franchising, retail, and hospitality, I’ve progressed from frontline roles into senior leadership with global brands. Leading franchise development for a major hotel group paved the way for my current role,
focused on 1834 Hotels’ expansion in Australia, New Zealand, and the Pacific.
A qualification in Hotel Real Estate Investments and Asset Management from Cornell University complements my passion for forging strong commercial partnerships that drive optimal outcomes for owners.
How has the hotel management model evolved in Australia?
It’s moved from traditional brand-aligned models to more flexible, results-driven partnerships. Owners want tailored support and profi tability without giving up control.
At 1834 Hotels, we act as an extension of the owner’s team, helping manage rising costs, staffing, tech integration, and global brand alignment.
What sets 1834 Hotels apart?
We’re Australia’s largest white-label operator, managing over 60 regional and CBD properties. Our edge is in combining hands-on operations with national-scale support and data-driven decision-making.
We off er complete management solutions under the owner’s brand or alongside a global franchise partner. We cover everything from finance and tech to
The Mayfair Hotel
Scott Armstrong
Owners want tailored support and profitability without giving up control
marketing and revenue—always with a focus on performance and profi t. We’re focused on results and we treat every hotel as if it were our own.
What is white-label hotel management, and why is it beneficial?
White-label hotel management means we run the hotel on behalf of the owner, without applying our own consumerfacing brand. The property retains its identity or adopts a global brand, while we operate behind the scenes. Through a Hotel Management Agreement (HMA), we handle daily operations, from staffing and compliance to financials and forecasting.
Our model is designed to remove the operational burden from owners while maximising profi tability and asset value. It’s a flexible solution that suits independent hotels, franchised properties, or owners looking to enter a global brand agreement.
We provide full transparency through structured reporting, work closely with owners to align with their vision and apply proven systems and localised strategies to optimise performance.
How do you tailor services for different property types?
We don’t apply a cookie-cutter model, every hotel is diff erent. We start by understanding the asset, owner goals, and market dynamics, then tailor our approach— staffing, budgeting, marketing, and more.
Our team structure also supports this flexibility—we assign experienced operators to properties based on the specific needs of each asset. This ensures every hotel gets the right level of support and expertise to perform at its best.
How do you ensure service consistency across diverse hotels?
We apply consistent frameworks and service standards but allow flexibility in delivery. The goal is always a high-quality guest experience, regardless of property style or size.
While some hotels may off er more services or premium inclusions, the heart of every 1834 Hotels property is the same: genuine hospitality and a quality guest experience. That’s the standard we uphold across the board, and something we’re proud to deliver, regardless of location or style.
What digital strategies help your properties stand out?
Today’s travellers rely heavily on search engines, online reviews, and engaging digital content. We take a data-driven approach, leveraging advanced SEO, targeted content marketing, and proactive reputation management to maximise online visibility and att ract guests. Our strategies focus on creating highquality, engaging content while ensuring consistency across all digital channels. By optimising websites for search engines, curating compelling destination marketing, and eff ectively managing online reviews, we help properties stand out in a crowded market and drive direct bookings.
A key component of this strategy is Aus Weekend Escapes, our destination marketing platform that promotes regional travel experiences. By integrating our hotels into a high-performing SEO and content ecosystem, we drive organic traffic and increase direct bookings.
What are common digital marketing mistakes?
Despite the importance of digital marketing, many hotels make critical mistakes. These include neglecting SEO and website optimisation, over-relying on OTAs and paying high commissions, failing to engage with online reviews, and underutilising content marketing and social media. We help properties overcome these challenges with tailored digital strategies—ensuring strong search rankings, compelling content, and a well-managed online reputation.
One North Terrace, Burnie Tasmania
Adelphi Hotel, Melbourne
How
is technology
shaping the guest experience?
Technology is transforming the way guests interact with hotels—from booking to check-out. Guests expect streamlined, digital-first experiences. We’re integrating tools like mobile key access, digital compendiums, and Apple Wallet for seamless check-in and added convenience.
These innovations improve security, reduce manual processes, and create more personalised experiences, while freeing up staff to focus on guests instead of admin.
Tell us about your recent tech innovations—how are they improving both guest satisfaction and efficiency?
Our digital compendiums replace outdated in-room guides with real-time, mobile-access info. They’re more ecofriendly and guest friendly. Next up: our proprietary mobile key app, Digital Hotel, will let guests check in and unlock rooms from their phones. That means shorter wait times, enhanced security, and a better overall experience.
Operationally, these tools reduce printing and reception pressure, lett ing staff spend more time delivering personal service.
How do you optimise revenue?
We utilise dynamic pricing based on real-time data, competitor insights, and demand forecasting to maximise RevPAR and maintain a competitive edge. We also focus on direct bookings to reduce OTA commissions.
How do you manage seasonal fluctuations in regional markets?
We combine strategic pricing, targeted campaigns, and varied off erings. Aus Weekend Escapes helps drive off-peak
travel, while packages, partnerships, and midweek incentives att ract new segments throughout the year. By aligning pricing, promotions, and distribution strategies, we create a more sustainable revenue stream for each property.
Where do hotel owners often miss cost-saving opportunities?
Procurement and labour are key areas. We leverage group buying power and optimise rosters through data and crosstraining. These changes reduce costs without impacting service quality.
How
do you support sustainability?
We tailor eco-initiatives like reducing single-use plastics, boosting recycling, and sourcing locally. We help hotels implement achievable sustainability strategies that meet guest expectations.
How do you deliver guestcentric experiences?
By integrating guest feedback into operational decisions, leveraging data-driven insights, and adopting flexible service models tailored to individual preferences.
What’s next for the industry— and how are you preparing?
Personalisation, contactless technology, and sustainability. We are investing in digital innovations and adapting our strategies to align with shift ing guest expectations.
Tell us about your recent expansion.
We’ve expanded into Tasmania and Victoria with One North Terrace (Burnie) and the Adelphi Hotel (Melbourne). In late 2024, we were appointed by
Elanor Investors Group to manage all 18 hotel assets within the Elanor Hotel Accommodation Fund, including, Peppers Cradle Mountain Lodge in Tasmania and the Mayfair Hotel in Adelaide
We’ve also added Limani Port Lincoln and The George Glenelg, growing our footprint in South Australia.
This strategic growth reflects 1834 Hotels’ position as a trusted white-label operator, with the experience, scale, and in-house expertise to support hotel owners and investors across Australia.
What advice would you give to independent hoteliers considering outsourcing?
First, clearly define your goals— better profi t, less day-to-day involvement, or positioning for sale. Then find a management partner that aligns with your vision.
Outsourcing isn’t about losing control— it’s about gaining expert support. The most successful partnerships happen when owners and management work together toward a shared vision— leveraging data, strategy, and experience to elevate the asset long-term.
Finally, don’t just look at what a company says—look at what they’ve delivered. Results matter.
What’s next for 1834 Hotels?
1834 Hotels continues to experience strong momentum, with a thriving pipeline of opportunities for portfolio growth across Australia, New Zealand, and the broader Pacific region. As we expand into new markets and strengthen our presence in key regions, we remain committed to delivering innovative management solutions that drive exceptional results for our partners.
Limani, Port Lincoln South Australia
With over 60 properties across Australia and the Pacific, we are the largest and most experienced white-label operator in the country. Our model is simple: we act as an extension of the owner’s team, managing everything from operations to profitability—without imposing a brand. Whether independent or franchised, we manage your hotel like it’s our own.
From boutique hotels and luxury resorts to large-scale portfolios, our team brings the expertise, systems, and national buying power to lift your performance. We specialise in:
Full-service operational management
Franchise and brand partner integration
Revenue and distribution strategy
Finance, compliance, and payroll
Sales, marketing and digital performance
We partner with owners who want more than reporting—they want results. Owners who value transparency, strategic direction, and a team that treats the hotel like their own.
If you’re ready to unlock your hotel’s full potential, it’s time we had a conversation.
Scott Armstrong Director of Development
0424 157 736
scott@1834hotels.com.au
www.1834hotels.com.au
What’s missing from your tech stack?
Why upgrading your hotel’s technology is key to competitivness
Australian hotels today operate in a hypercompetitive environment shaped by rapidly evolving guest expectations, intense market pressures, and accelerated digital transformation.
Many hoteliers invest significantly in individual technologies such as Property Management Systems (PMS), Revenue Management Systems (RMS), and Customer Relationship Management (CRM) platforms. While the individual features and capabilities of these systems are o en scrutinised during the ve ing process, hoteliers can o en overlook the critical importance of seamless integration between these systems. This oversight leaves substantial revenue and operational e ciencies on the table, impacting profitability and guest satisfaction. To succeed, hotels must ensure their tech stack isn’t just modern, but fully integrated and collaborative to enable smarter, faster, and more strategic decision-making.
Why fragmented technology hurts hotels
Many Australian hoteliers face the common but critical problem of fragmented technology stacks. Individual systems, whether for se ing prices, managing property operations, or facilitating guest bookings, can o en operate independently, causing operational ine ciencies and data silos. These disconnected systems create unnecessary barriers, limiting real-time decision-making and challenging a hotel’s ability to o er personalised, responsive guest experiences.
Hotels operating with fragmented systems can experience errors and inconsistencies resulting from manual data entry, significantly increasing workload and reducing productivity. Misalignment between systems frequently leads to issues, such as double bookings, rate disparities across di erent booking channels, and inaccuracies in guest information, ultimately harming the hotel’s reputation and diminishing guest trust. Operational silos, reinforced by fragmented operational technologies,
also prevent e ective collaboration between departments, limiting opportunities to maximise revenue. Without sharing data in real-time, marketing campaigns become less targeted, revenue strategies less precise, and operational decisions slower and less informed. These ine ciencies directly impact profitability, guest satisfaction, and market competitiveness.
Unlocking the power of integration
When core systems such as PMS, RMS, central reservation systems (CRS), and channel managers seamlessly connect, hotels gain immediate, actionable insights. A fully integrated tech stack allows crucial data, from guest preferences to booking trends, to flow freely across platforms, providing sta with the timely information needed to make informed decisions quickly.
For example, hoteliers integrating an RMS with a PMS ensures pricing strategies respond dynamically to real-time occupancy levels and guest booking behaviour. Systems like IDeaS’ G3 RMS leverage historical and predictive data to automatically adjust pricing, optimising revenue per available room (RevPAR) and capturing high-demand periods e ectively.
Similarly, integrating a channel manager with an RMS ensures consistent, agile pricing across all distribution channels, preventing costly errors such as rate discrepancies.
For instance, hotels without such integration might unknowingly undercut themselves on third-party booking channels, resulting in lost revenue, higher guest acquisition costs or unsatisfied guests. Automation not only enhances revenue but significantly improves operational e ciency by reducing manual interventions and minimising costly mistakes.
Enhance collaboration to drive revenue
E ective technology integration also fosters collaboration across hotel departments, particularly between sales, marketing, and revenue management. Hotels that actively align these departments through shared systems and automated data exchange can experience substantial operational and financial benefits. Seamless integration ensures that sales teams can quickly evaluate the profitability of group inquiries with real-time occupancy and demand forecasts, empowering them to build compelling proposals to win the business. Marketing teams benefit from direct access to customer data and booking trends, improving the accuracy and e ectiveness of campaigns. And with collaborative systems in place, revenue management can promptly respond to marketing initiatives by adjusting pricing strategies based on promotional campaign activity and performance, maximising the return on marketing investments.
Improving guest experiences through personalisation
Modern travellers increasingly demand personalised experiences. Hotels with integrated technology stacks can readily access guest information from past stays and use these insights to o er tailored services and promotions. When data flows freely among an RMS, PMS and CRM, the guest experience becomes more intuitive, memorable, and enjoyable, fostering guest loyalty and increasing repeat visits.
Consider a scenario where a returning guest receives personalised o ers, room upgrades, or tailored amenities automatically, simply because their preferences were seamlessly tracked and shared between systems. Such targeted personalisation transforms the guest’s stay into a memorable experience, directly driving higher customer satisfaction and loyalty rates.
Embracing data-driven decision making
An integrated tech stack provides hotels with robust data analytics, empowering be er decisionmaking. Rather than si ing through spreadsheets or fragmented reports, hoteliers can leverage centralised dashboards to quickly identify emerging market trends, respond to competitor pricing changes, or anticipate shi s in booking pa erns. This agility helps protect and boost profitability. Decisions on pricing, marketing strategies, and operational improvements become faster, more accurate supporting a hotel’s ongoing financial performance.
Futureproof your business
Australian hotels can no longer a ord to operate with outdated or fragmented systems. The benefits of upgrading a tech stack—improved operational e ciency, enhanced guest experience, increased revenue, and robust data insight—are not theoretical, but proven advantages that can help boost guest satisfaction and drive revenue growth.
To find out how an integrated tech stack can help your hotel maximise revenue, please visit: www.ideas.com.
Rethinking guest hydration:
Eco-friendly drinking water options
By Sarah Davison, Industry Reporter
As the hospitality industry moves toward greater sustainability, guest hydration is undergoing a transformation.
The once-standard practice of providing single-use plastic water bottles is being replaced by more environmentally friendly solutions that reduce waste and lower costs. From refillable water stations to in-room filtered taps, hotels are adopting new strategies to meet modern
travellers' expectations for high-quality, accessible drinking water, delivered sustainably.
Plastic pollution is a growing environmental crisis, with one million plastic bottles purchased globally every minute. Alarmingly, an estimated 15 million tonnes of plastic enter the ocean annually, and experts predict that plastic will outweigh fish in the ocean by 2050 unless immediate action is taken.
The impact of plastic bottles extends beyond pollution of our environment. The production process is also resource-intensive, requiring
17 million barrels of oil annually to create a year’s supply of disposable bottles. In fact, for every litre of bottled water produced, three litres of water and one litre of oil are used. In response, many people have begun to use reusable water bottles. TikTok trends like #watertok and the ensuing global popularity of designer water tumblers have only increased their popularity.
As a result, the reusable water bottle market is on a steady rise, with projections showing an increase from USD8.92 billion in 2023 to USD13.28 billion by 2032.
This growth reflects a global shift towards both sustainability and healthier lifestyle choices.
As the demand for sustainable products continues to rise, the shift towards reusable water bottles presents an opportunity to reduce waste, protect marine life, and promote healthier, more cost-effective hydration solutions for the future.
Water coolers, fountains and water stations
Water coolers, fountains and refillable stations are becoming standard in hotel lobbies, fitness centres, and conference rooms. These stations not only provide guests with easy access to fresh drinking water but also visually reinforce a hotel’s commitment to sustainability. Strategic placement of these hydration points is crucial. High-traffic areas such as reception desks, elevators, and guest lounges ensure maximum accessibility.
Some hotels are taking this a step further by integrating access to hydration stations with the room key, providing convenience for guests who bring their own reusable bottles.
Filtered water systems
Filtered water systems offer tailored solutions for different accommodation styles. Under-bench filtration systems provide a sleek, space-saving option, ideal for luxury hotels and premium suites.
Countertop units, on the other hand, offer quick installation, lower upfront costs and easy access, making them a great choice for hightraffic communal areas.
Water variety and guest preferences
Modern travellers now expect more than tepid tap water. With water filters, sparkling water dispensers, and chilled water and ice dispensers now commonplace in domestic fridges, guests are accustomed to water variety at home and expect the same during their hotel stay.
To meet this demand, hotels are increasingly offering a variety of water choices, including chilled, sparkling, and boiling water, both in-room and at refill stations. Providing guests with water infusions, such as fruits or herbs, at their in-room mini bar provides another opportunity to delight.
AccomNews spoke with Civiq, The Art of Hydration’s Integrated Marketing Specialist Therese AbouAntoun to learn more about how hotels are incorporating hydration stations.
Can you share any insights on how eco-friendly water solutions can impact a hotel’s environmental footprint?
Refillable water stations significantly reduce plastic waste and can help hotels align with their ESG (Environmental, Social, and Governance) initiatives.
Switching to refillable water stations also reduces waste that hotels then need to dispose of. Some hotels have cut their plastic waste by 15 to 30 percent simply by eliminating bottled water. Fewer plastic bottles in circulation mean fewer ending up in landfills or oceans, which contributes to a cleaner planet for all.
What key factors should accommodation providers consider concerning hydration stations?
Placement is critical when introducing refillable water stations. High-traffic areas such as lobbies, gyms, conference rooms, and guest floors make access convenient for guests.
Touch-free water refill stations with filtration are also an important consideration, as they ensure guests receive clean, great-tasting water while minimising the risk of contamination.
Hygiene has become a major focus in a post-pandemic world. What should hoteliers look for when considering a hygienic hydration solution?
In a post-pandemic world, hygiene is a top priority for guests. To minimise touchpoints, embracing technology is key—sensoractivated stations minimise contact and reduce the spread of germs.
Stations with built-in antimicrobial surfaces also
help prevent bacterial growth, and prioritising regular maintenance ensures continued hygiene and performance.
What are some of the biggest challenges hotels face when implementing eco-friendly hydration solutions, and how can they overcome them?
Some guests are accustomed to bottled water and the move towards refillable bottles can be daunting. However, hotels can encourage usage by offering branded refillable
bottles or promoting the benefits at check-in.
Of course, for accommodation operators, there is an upfront investment, but hotels can quickly recoup expenses through savings on bottled water purchases and waste disposal.
Not all hotels are designed for easy retrofitting. However, compact, wall-mounted units work in virtually any space and make installation seamless.
Images courtesy of Civiq, The Art of Hydration
How Adelaide Marriott Hotel and Civiq are filling cups, not landfills
When the design-forward
Adelaide Marriott Hotel opened its doors in 2024, it did so with a bold vision: to seamlessly blend heritage and innovation within one of South Australia’s most iconic buildings, while setting a new benchmark for sustainability in luxury accommodation.
Located in the heart of the city, the $200 million Adelaide Marriott Hotel is housed within the restored General Post Office (GPO) building. It presents 285 elegantly appointed guest rooms, a collection of worldclass amenities, and a clear commitment to environmental leadership. Among its many forward-thinking initiatives, one feature stands out: the installation of Civiq’s Elkay Liv Pro drinking stations throughout the hotel, designed to support a premium, plastic-free guest experience. The challenge: Bringing sustainable hydration to a luxury setting
General Manager Paul Gallop, who joined the project one year into the hotel’s development, quickly identified a gap in its environmental strategy.
“I recognised early on that we needed a sustainable water solution,” he said. “It was essential to future-proof the hotel from an ESG perspective and to meet the growing expectations of environmentally conscious travellers.”
He added: “Today’s guests are far more aware of their environmental impact. Plasticfree travel has become the norm rather than the exception, and people are actively seeking out hotels that offer meaningful, sustainable alternatives.”
The Adelaide Marriott Hotel aimed to eliminate singleuse bottled water without compromising on quality, hygiene, or design. With its unique blend of heritage-listed event spaces and a brand-new modern tower, the solution also needed to integrate seamlessly across all areas of the property—both aesthetically and functionally.
After extensive research and consultation with the project’s builder, Mr Gallop approached Civiq—an established leader in Australia’s eco-friendly water solutions. “We partnered with Civiq because they shared our commitment to sustainability and had a strong track record for delivering high-quality, dependable hydration systems.”
Therese Abou-Antoun, Integrated Marketing Specialist at Civiq, echoed this sentiment: “An
increasing number of hotels are taking meaningful steps toward achieving their ESG goals, and we were proud to support the Adelaide Marriott Hotel in that journey. Replacing single-use plastic bottles with high-quality, refillable hydration stations is one of the most effective ways a property can reduce its environmental footprint.”
A refined, hygienic solution
The Elkay Liv Pro stations offer a range of features that align perfectly with guest expectations and operational needs.
Each station is equipped with a hands-free, sensor-activated mechanism to minimise touchpoints, a built-in filtration system to ensure clean, freshtasting water, and a sleek, wallmounted profile ideal for guest corridors and communal areas.
With antimicrobial surfaces that inhibit bacterial growth and eco-monitoring displays that count plastic bottles saved from landfill, the stations are as hygienic as they are sustainable.
Civiq worked closely with the Adelaide Marriott Hotel’s development team to ensure the drinking stations were installed strategically in hightraffic areas—including guest floors, the gym, and the hotel’s heritage event spaces— maximising accessibility without disrupting design aesthetics.
Despite the unique challenge of integrating modern infrastructure into a hotel that combines brand-new construction with heritage-listed spaces, the installation was smooth and efficient. “The Civiq team made the process incredibly smooth,” Mr Gallop said. “They understood the complexities of installing into our hotel and helped us find a solution that was functional, sleek, and easy to integrate.
“The hydration stations fit beautifully with the hotel’s design and ethos. They’re compact, hygienic, easy to maintain, look good, and do exactly what we need them to do.”
Guests have responded positively to the stations’ hygiene features, particularly the antimicrobial surfaces and touch-free activation.
Adelaide Marriott Hotel General Manager, Paul Gallop
Image courtesy of Adelaide Marriott Hotel
“They love that the units are visibly clean and designed with hygiene in mind. It reassures them that their health and wellbeing are being looked after—something that’s more important than ever in hospitality today.”
The impact: Elevated guest experience, measurable environmental benefits
Since installation, the impact has been undeniable, Mr Gallop said. “The response has been fantastic. Many of our guests— both corporate and leisure— travel with reusable bottles and appreciate the convenience of being able to refill on their floor. It’s become part of the guest journey—whether they’re heading to a meeting, the gym, or out to play a round of golf. Others just really enjoy the novelty value!”
To encourage usage, each room at the Adelaide Marriott Hotel includes a branded glass carafe for water refills. Gold-tier loyalty guests receive a complimentary aluminium water bottle, which is also available for purchase at reception. For those who prefer not to use the hydration
stations or who would rather not walk to the corridor, staff provide additional pre-filled carafes upon request. “It’s a thoughtful touch that shows guests we’re listening.”
Environmentally, the hotel is already surpassing its initial targets. While the original forecast estimated a reduction of around 110,000 plastic bottles per year, early data suggests this will be significantly exceeded. “We’ve already saved more than 45,000 bottles from landfill,” Mr Gallop noted.
Operationally, the benefits have been just as strong. “We’ve significantly reduced our reliance on bottled water, which means less plastic waste and fewer logistics for our housekeeping team. It’s a win for the environment, and for efficiency.”
Overcoming hurdles: Changing habits and managing costs
As with any shift in guest experience, changing wellestablished habits can present challenges. Some guests, particularly at luxury properties, still expect bottled water to be
provided in-room. However, with clear communication and a visible commitment to sustainability, most guests quickly understand—and embrace—the change.
At the Adelaide Marriott Hotel, the success of reimagining hydration has been just as much about communication as it has been about infrastructure. Refillable bottles are offered at check-in, and details about the hydration stations are included in the welcome pack, ensuring guests know what to expect and why the change has been made.
“It helps guests understand the ‘why’—and makes them feel part of the solution,” Mr Gallop said.
While the initial investment was significant, Mr Gallop is confident in its long-term value. “The ongoing cost of purchasing and disposing of bottled water adds up quickly,” he said. “In the long run, the environmental and reputational benefits far outweigh the upfront expense.” He also noted that the current infrastructure lays the groundwork for future enhancements, such as the potential addition of sparkling and hot water options.
A model for the future of sustainable accommodation
There’s no question the Adelaide Marriott Hotel is setting a new standard for eco-conscious luxury in Australia. Its collaboration with Civiq demonstrates how thoughtful, well-integrated sustainability solutions can enhance the guest experience, streamline operations, and protect the planet. “This is just one part of our broader sustainability strategy,” Mr Gallop said. “We believe that luxury and environmental responsibility can— and should—go hand in hand.”
He added: “It’s these thoughtful touches that set us apart. Guests recognise when a hotel is genuinely committed to sustainability, and they appreciate being part of that journey.”
At the Adelaide Marriott Hotel, hydration is more than a convenience. It’s about filling a guest’s cup in more ways than one—offering comfort, care, and a reflection of the hotel’s broader commitment to responsible luxury. Most importantly, it’s an opportunity to make a lasting impression.
Image courtesy of Civiq
The advantages of water refill stations in hotels Thirsty, refill and repeat:
Today’s travellers aren’t just looking for a place to stay; they’re seeking an experience. One that aligns with their values, including sustainability. Forward-thinking hotel operators like Marrio , Hilton, Crowne Plaza, Park Royal, and Crystalbrook are se ing the gold standard by installing water bo le refill stations throughout their properties. Why? Because sustainability isn’t just an option anymore, it’s an expectation.
Refills on demand: The new guest essential
Eco-conscious guests are actively searching for sustainable hotels, and those that don’t adapt risk being left behind. Whether guests are heading out for a day of adventure or unwinding after exploring the city’s best restaurants, access to fresh, filtered water shouldn’t be a luxury, it should be a given.
Water refill stations transform convenience into a necessity, ensuring that hydration is never a hassle. Boost guest experience while demonstrating your hotel’s commitment to sustainability. Simply put when guests can refill easily, they remember your hotel for all the right reasons.
Beyond bottled water: A smart, sustainable solution
Single-use plastic bottles are a thing of the past. Every year, billions of plastic bottles end up in landfills, rivers, and oceans. But
your hotel has the power to be part of the solution. By installing water refill stations and providing guests with refillable bottles, you’re not just reducing waste. You’re setting a new standard for sustainability in hospitality.
The benefits go beyond eco-friendliness. Eliminating the costs associated with purchasing, storing, and disposing of plastic water bottles can drive significant savings. It’s a win for the environment, a win for your bottom line, and a win for guests who appreciate a seamless, responsible approach to hydration.
Luxury meets sustainability
Some might think sustainability comes at the cost of luxury, but that couldn’t be further from the truth. A beautifully designed, strategically placed water refill station doesn’t just reduce waste; it enhances the guest experience.
Some might think sustainability comes at the cost of luxury, but that couldn’t be further from the truth.
Imagine chic, glass or stainless-steel water refill stations in your lobby, at every floor’s lift landing, by the pool, and in the gym. Guests stay refreshed, hotel stays stylish, and sustainability credentials get a major boost. The result? A hotel that’s as forward-thinking as it is functional.
The numbers flow in your favour
Sustainability sells. Today’s travellers actively seek out eco-friendly stays, and a hotel’s green initiatives can be the deciding factor in a booking decision. Installing water refill stations helps position your hotel as an industry leader, joining the ranks of brands that prioritise sustainability without compromising on guest experience.
More than that, refill stations can directly impact your bottom line. Hotels that make sustainability a priority report increased guest satisfaction, repeat bookings, and positive reviews. Going green isn’t just good for the planet, it’s great for business.
Adelaide Marriott Hotel
Image courtesy of Civiq
Skilled staff, happy guests: The business case for hospitality training
By Grantlee Kieza OAM, Industry Reporter
In any industry, ensuring you and your staff have up-to-date skills, and knowledge of current industry best practice and standards, is essential.
Given the fast pace and dynamic nature of the hospitality sector, ongoing training for all staff should be prioritised. With guest satisfaction paramount and essential for your business’s longevity, investing in training for your staff could be the difference between a good guest experience, and a great one.
Professional development and training can help build skills and keep employees up to date. More than this, professional development can help build confidence, keep team members motivated, and allow staff to discover new passions or be exposed to new opportunities.
A range of training options are available in the hospitality sector. Staff could undertake short in-house training sessions which might span a few hours or several days. These could be delivered by a senior member of staff or a visiting representative from head office. Training can be companywide or targeted at small groups for specialised skill development.
The food and beverage, or housekeeping teams, for example, could be offered specialised training sessions.
TAFE or university courses might be suited to staff looking to upgrade their skills significantly. For training and study to be effective, make sure staff can balance their study and work commitments, and ensure extra staff are rostered on to cover those engaged in training activities.
Cultivating leadership skills is important for your business and the whole industry. Leadership and management training can help ensure the next generation of industry leaders is ready to take the reins.
Empowering hospitality professionals through education:
Insights from Dr Erwin Losekoot, Edith Cowan University
With over 25 years of experience in hospitality management training, Dr Erwin Losekoot has witnessed firsthand the industry’s rapid transformation. A senior lecturer in hospitality management at Perth’s Edith Cowan University (ECU), he believes that comprehensive training programs are more crucial than ever in ensuring staff can consistently deliver outstanding service.
“In today’s climate, people are increasingly conscious about where and how they spend their money,” Dr Losekoot explains. “This means hospitality staff interacting with guests must be knowledgeable, empowered to take responsibility, and trusted by their management to make the right decisions.”
Hospitality professionals can pursue further study at various stages in their careers. “Some of our students are high school graduates, others come via TAFE with direct entry into university, and many return to study after working in the industry,” he says. “Most importantly, before enrolling their staff in training, employees should match the course to their current skill level, career goals, and the operational needs of the business.”
Practical experience matters
Real-world experience is a cornerstone of eff ective training. Work placements and internships provide staff with hands-on skills while off ering businesses the chance to identify future stars.
“Collaborations with industry partners play a key role in helping students secure employment—sometimes even before they’ve completed their studies,” Dr Losekoot says. He adds that students already working in the industry benefi t
from applying their academic learnings in real time. “We encourage them to step back from the day-to-day and think critically: ‘How could this work better? What can I contribute?’”
Skills, attitude, and continuous growth
While technical knowledge is important, Dr Losekoot emphasises the value of interpersonal skills and att itude. “Guests may arrive tired, jet-lagged, or hungry. More than technical ability, it’s the capacity to relate to guests, understand diverse needs, and work cohesively
Dr Losekoot emphasises the value of interpersonal skills and attitude
in a team that sets great hospitality staff apart,” he says.
A professional att itude and a willingness to learn are essential. “If you come in prepared, with the right mindset and a clear idea of your goals, training can provide the competitive edge needed to succeed.”
Given the constantly evolving nature of the sector, Dr Losekoot advocates for continuous professional development (CPD). “There are always new concepts and innovations emerging in hospitality. Staying up to date is vital for managers and frontline staff alike.”
To make CPD eff ective, he recommends working with staff to create tailored development plans that outline areas for growth, career aspirations, and any knowledge gaps. These plans should include clear learning goals, timeframes, and details of relevant courses or qualifications.
Pathways to leadership
Even experienced staff benefi t from upskilling. “Many of our postgraduate students already
have a degree and substantial industry experience,” Dr Losekoot notes. “They’re looking to fast-track into leadership roles or prepare to start their own business.”
Equally, newcomers to the sector may require training tailored to their background. Identifying transferable skills from other industries and building on them while teaching the fundamentals of hospitality can ease the transition.
“People often move into hospitality because their previous career didn’t satisfy them or because they’re energised by the dynamic nature of our industry,” Dr Losekoot adds.
Bottom line
Investing in comprehensive hospitality training—whether for new recruits or seasoned professionals—ensures your team is confident, capable, and ready to provide memorable guest experiences. As Dr Losekoot concludes, “Training not only builds individual capability, it also strengthens your entire organisation.”
Dr Erwin Losekoot, Edith Cowan University
Elevating Excellence:
Accessing comprehensive hospitality training
At Edith Cowan University, we believe it’s not what you learn, but how you learn that really matters.
It’s why we provide hands-on experiences to our hospitality and tourism students from day one.
That can be in our own custombuilt facilities, or through practicum placements or internships with employers like the Intercontinental Hotel Group, Marriott Hotels and Accor, so they are industryready when they graduate. Our teaching staff also help students develop industry connections through networking opportunities and industry events while they’re studying.
Getting into or moving up in the industry
ECU has the only bespoke undergraduate and postgraduate degrees in Western Australia that focus on the tourism and hospitality industry.
For someone aspiring to join the industry, we offer a foundational bachelor’s degree in Hospitality and Tourism Management.
The course introduces students to industry standard technology and adds an international and cultural perspective about the industry.
Alternatively, a Tourism and Hospitality Management major can be studied as part of our broader Bachelor of Commerce degree.
For those already in the industry, a Graduate Certificate of Hospitality Management is a relatively short degree that provides upskilling opportunities. This course is available to both graduates and professionals with work experience, but no formal university qualifications.
Finally, our unique Master of International Hospitality Management teaches business and management principles in
relation to the hospitality industry, equipping students with the knowledge and skills for a career in hospitality senior management.
Work placements and internships
All our undergraduate and postgraduate programs provide opportunities for students to apply their skills in the workplace.
A prominent example is our work-integrated learning, or WIL program, where students engage in work placements and internships as part of their course.
The WIL program has won two national teaching awards for its innovative and inclusive approaches to providing students with valuable workbased learning experiences.
Students are able to connect with partners such as Crowne Plaza Perth, gaining experience in diverse hospitality roles, while building their skills and networks.
“Partnering with ECU’s WIL program has always been a rewarding experience for our hotels. The opportunity to work with students has been mutually beneficial, contributing to both their professional growth and our workplaces, through their fresh perspectives and enthusiasm to learn.”
– Gabi Pejic (HR Manager, Crowne Plaza Perth)
Earning while learning
Students majoring in Tourism and Hospitality Management as part of a Commerce degree can not only complete a mandatory
work placement but can apply to earn-while-they-learn in their second and third year of study by completing a 900-hour paid, extended internship.
Other opportunities for skills development
People already working in the industry can also pursue upskilling outside of the courses we’ve already mentioned.
Our School of Business and Law offers a range of education opportunities through Executive Education short courses that focus on managing people, managing projects and how to communicate with confidence.
This opportunity has been recognised by Tourism Western Australia, who have sponsored 40 industry professionals to undertake the Leading Champions Masterclass.
The masterclass helps new and emerging leaders improve their effectiveness and communication skills, while recognising the importance of meeting KPIs and delivering sustainable outcomes.
Future-proof your workforce
Taking advantage of ECU’s hospitality programs by upskilling staff or offering student placements or internships could help you future proof your workforce.
Our students tackle challenges like the sustainability or efficiency of your operations and they’re savvy when it comes to smart hospitality technology.
Our graduates are also equipped with skills in strategic management, revenue optimisation, and guest experience innovation.
Talk to us about possible opportunities for your organisation by emailing businessWIL@ecu. edu.au or call us on 08 6304 5547.
Images courtesy of Edith Cowan University
Dispensers for the environmentally conscious guest
By Sarah Davison, Industry Reporter
Picture a hotel bathroom free from single-use plastics; where sleek, refillable dispensers replace wasteful miniature bottles, offering a more sustainable and luxurious guest experience.
As the hospitality industry embraces eco-conscious practices, high-quality dispensers are emerging as a crucial solution, reducing waste and enhancing operations while adding to both aesthetics and functionality.
From biodegradable packaging to ethically sourced, bespoke and cruelty-free formulations, hotels are rethinking their amenity off erings to align with modern sustainability goals and priorities of the modern-day guest.
To learn more about the current off erings, AccomNews spoke with Weatherdon, Swisstrade and VANITY GROUP.
How are high-end branded dispensers transforming the guest experience in luxury accommodations?
Luxury isn’t just about what guests see; it’s about how a space makes them feel
Weatherdon’s Head of Brand, Tobias Lord: With the rise in eco-tourism and more environmentally conscious guests, hotels are increasingly sensitive to the needs of their visitors and their own eco-footprint. Some of the higher-end properties we work with are opting for more sustainable solutions with premium dispensers. Hoteliers can cut plastic waste by up to 33 times while saving thousands of dollars with a smarter, more efficient dispensing system.
Swisstrade’s Principal, Peter Weingartner: Luxury isn’t just about what guests see; it’s about how a space makes them feel. When a guest steps into their room and encounters beautifully crafted dispensers from globally renowned brands, it immediately sets the tone for an indulgent yet responsible stay.
Gone are the days when dispensers were viewed
as cost-cutt ing measures. Today, they are statements of sophistication, sustainability, and seamless convenience. The best hotels curate their amenity experience, just as they do their interiors, by choosing fragrance, formulation, and design to create sensory moments that linger beyond the stay. Thoughtfully designed, high-end dispensers elevate the guest experience by blending aesthetic appeal, premium formulations, and an eco-conscious philosophy. But the sensory experience doesn’t stop there. Forwardthinking hotels are expanding beyond traditional amenities to incorporate aromatherapy pillow mists, luxurious face masks, and calming bath soaks that turn a guest’s stay into a true sanctuary.
Some are also off ering a retail component, allowing guests to purchase their favourite in-room amenities to
transform a simple overnight visit into a lasting connection. This, in turn provides the operator with an additional revenue stream that off sets the cost of their amenities.
VANITY GROUP’s Global Head of Quality, Regulatory & ESG, Belinda Shu: Guests staying in luxury properties are now looking for more than just a beautiful room, they want to know the hotel they are staying in also shares their values, particularly when it comes to sustainability.
Switching from single-use plastic bott les to high-end, refillable dispensers isn’t just about reducing waste. While that is a significant part of the conversation—especially considering that a hotel switching from minis can achieve a 93 percent reduction in plastic waste—it’s also about delivering a cleaner, more modern guest experience.
These dispensers are designed to look beautiful, feel premium, and reflect the hotel’s brand. They’re not clunky or clinical, they actually elevate the bathroom space.
The best part is that guests still get the luxurious, highquality product they expect, just in a more thoughtful and sustainable way. It shows the hotel is thinking ahead, about both the planet and the guest experience. It's a smart move that combines design, quality, and purpose in one.
With the industry moving away from single-use plastics, how can dispensers balance sustainability with cost savings?
Tobias Lord: Economic sustainability is just as vital as ecological responsibility. While we all share accountability for our environmental impact, hotels must also remain financially viable. Dispensers off er a practical solution, balancing cost efficiency with sustainability by reducing waste and controlling product use. By allowing guests to dispense only what they need—rather
than a standard portion—these systems help minimise excess while supporting both the planet and the bottom line.
Peter Weingartner: It is important to understand that not all dispensers are created equal. The initial uptake of retail-style dispensers postCOVID has proven challenging
from a hygiene, safety and operational perspective. Unlike single-use amenities, retail-type dispensers are not replaced regularly, suggesting a costsaving opportunity. However, this must be weighed up against the risk of bacteria build-up and cross-contamination during the labour-intensive refilling process. The latter point
has led to the development of sophisticated dispenser systems specifically designed for the hospitality industry.
The latest factory-sealed dispensers eliminate these pain points, off ering a sealed, tamper-proof, and ultra-hygienic solution while significantly reducing operational expenses.
Image courtesy of Swisstrade
Hotels making the shift are seeing substantial cost-inuse savings, paired with less waste, faster housekeeping turnover, and a reduction in plastic use that aligns with legislative trends. This is sustainability redefined: not just a compliance measure, but an intelligent investment in efficiency, guest experience, and brand reputation.
Belinda Shu: It’s a win-win when done right. Moving to dispensers reduces the environmental impact, but it also makes financial sense over time. Instead of constantly reordering and disposing of small plastic bottles, hotels can invest in systems that last much longer and significantly reduce product waste.
When hotels switch to dispensers, they’re not just saving on packaging, they are also using less product overall. By selecting a dispenser with a pouch system, hoteliers can also benefit from zero wastage and using only five grams of plastic per pouch. Housekeeping becomes more efficient, stock management gets easier, and waste disposal costs often go down.
While there is an upfront investment in high-quality dispensers, the return does kick in quickly. Beyond the cost savings, it sends a strong message to guests: we care about the planet and we’re taking action.
Guests are increasingly seeking vegan, cruelty-free, and locally sourced products. How can hotels integrate ethical formulations and bespoke amenities?
Tobias Lord: Many leading brands are prioritising ethical product design and sustainability with formulas that meet high standards of traceability, compostability, and plant-based, vegan solutions, all while aligning with a commitment to environmental responsibility for the benefit of guests.
Peter Weingartner: Vegan, cruelty-free, and locally sourced amenities have shifted from niche preferences to essential elements of modern luxury. Today’s guests expect authentic sustainability, not just greenwashing
comments. What’s more, they actively seek products with clean formulations, locally inspired ingredients, and artisanal craftsmanship.
A number of brands are setting new benchmarks in this space, offering guests a guilt-free
indulgence with high-quality, ethically sourced ingredients. From botanical-infused shampoos featuring Australian native extracts to exclusive amenity collaborations with ethical brands, hotels have the opportunity to curate an experience that
reflects their surroundings, whether it’s a coastal retreat offering sea mineral-infused skincare or an outback lodge embracing eucalyptus and lemon myrtle fragrances.
Integrating ethical formulations enhances brand storytelling, deepens guest loyalty, and creates a connection to place.
Belinda Shu: It starts with understanding what your guests truly value. Partnering with the right suppliers makes it easy for hotels to offer vegan, cruelty-free, and sustainably sourced products that don’t compromise on quality or luxury. Ethical formulations are no longer niche; they’re expected.
Hotels can take it a step further by offering bespoke amenities like signature scents or products made with locally sourced ingredients. This adds a personal, meaningful touch while supporting the local economy and reducing transport emissions. The result?
A guest experience that feels thoughtful, responsible, and genuinely connected to place.
From a housekeeping and operational perspective, what are the key advantages of dispenser systems in terms of hygiene, waste reduction, and overall efficiency?
Tobias Lord: Beyond the time-saving benefits—crucial for housekeeping staff— refilling takes just seconds,
Image courtesy of VANITY GROUP
Image courtesy of Swisstrade
eliminating the need to carry heavy 5L containers or discard half-used singleuse products. Housekeepers overwhelmingly prefer this streamlined approach for its efficiency and ease of use, while hotel managers also recognise the significant cost advantages it off ers.
Dispensers are changing the game in amenities by combining ecological benefi ts with economic efficiencies while helping housekeepers work faster and deliver world-class products in an aff ordable format.
Peter Weingartner: Unlike comparing single-use amenities, the choice of the right dispenser and wall-bracket is of vital importance. Dispenser technology has come a long way in recent years, predominantly dealing with the hygiene aspect and consumer safety.
That said, hotel operators will want to pay particular attention to the ease of refilling the dispenser, and the availability of pilfer and tamper-proof wall brackets, which are generally supplied for free with the
dispenser. Wall holders today are an integral component of hotel-specific dispenser systems and ensure a safe and cost-eff ective operation of your amenities off ering.
The shift to dispensers allows for smarter operations, enhanced hygiene, and streamlined efficiency.
Belinda Shu: Dispensers make life easier for housekeeping teams by cutt ing down the time it takes to reset a room, removing the need to replace tiny bott les every day. From a hygiene perspective, sealed and tamper-resistant systems also maintain cleanliness and product safety for guests.
There is also a significant reduction in plastic and product waste, meaning a more streamlined stock management process for hotels. It’s a small change with a big impact; more efficient, more sustainable, and a smoother experience all around.
VANITY GROUP’s Clean Charge:
The future of sustainable guest amenities starts here
Is your hotel ready to cut plastic waste by up to 93%— without compromising on style, hygiene, or guest experience?
As sustainability climbs the list of guest priorities and operational efficiency remains critical, now is the time for hospitality leaders to rethink their in-room amenity strategy. Forward-thinking operators are looking for innovative systems that meet environmental goals while enhancing both guest satisfaction and back-of-house performance.
One company leading this charge is global amenities innovator, VANITY GROUP, with its latest industry-first innovation: Clean Charge.
Designed exclusively for hotels and launched under the umbrella of VANITY GROUP’s Mindful Beauty Project, Clean Charge represents a new standard in large-format amenity systems—delivering a reduction in plastic waste of up to 93%, without sacrificing aesthetics, hygiene, or functionality.
Built for the Industry’s Evolving Needs
Today’s hospitality leaders are expected to do more than provide a luxury experience—they are tasked with demonstrating genuine ESG (Environmental, Social, and Governance) performance. Clean Charge has been purposefully designed to address this challenge.
Off ering the world’s first dual-purpose amenity format, Clean Charge gives hoteliers the choice of a pouch or an inner-bott le replacement system—both made from 100% recycled, fully recyclable materials. The pouch, weighing just 5 grams, is the lightest on the market and outperforms
traditional refillable solutions in terms of plastic waste reduction. The inner-bott le alternative off ers a tamperproof seal that ensures the highest standard of guest hygiene, while still being quick and simple for housekeeping teams to replace.
This unique dual-format design not only supports varied operational preferences but is also compatible with the diverse architectural and branding needs of hotels around the globe.
Form Meets Function
Sustainability is important, but so is presentation, especially when it comes to guest-facing amenities. Clean Charge’s sleek, wall-mounted dispenser was developed with both visual appeal and practical use in mind. Designed to appear as if it floats on the bathroom wall, it features a discreet window so housekeeping can monitor usage at a glance, reducing the time needed to service each room.
“Clean Charge is the culmination of 15 years of research and innovation at VANITY GROUP,” says Paul Tsalikis, Founder and Chairman. “It represents a paradigm shift in sustainable guest amenities. We’ve created a product that empowers hotels to lead on ESG while still delivering premium guest experiences and operational simplicity.”
According to Tsalikis, a typical 150-room hotel can achieve up to a 93% reduction in plastic waste by switching to Clean Charge—a quantifiable improvement with tangible benefi ts for both the environment and brand reputation.
Trusted by Leading Global Brands
Clean Charge has been developed for VANITY GROUP’s prestigious brand portfolio, which includes over 46 globally recognised names such as Origins, Perricone MD, and APPELLES. Every Clean Charge formulation is Vegan Trademarked by The Vegan Society and certified by PETA’s Beauty Without Bunnies program, aligning with growing consumer demand for ethical and cruelty-free products.
Hotels using Clean Charge not only meet sustainability benchmarks but also benefi t from the elevated quality associated with VANITY GROUP’s premium amenity partners.
Supported by Global Reach
With flagship offices in Sydney, London, Dubai, Singapore and Shanghai, VANITY GROUP has a strong global footprint. The company’s infrastructure includes stateof-the-art research labs, manufacturing facilities, and logistics capabilities that span 75 countries, ensuring consistent supply and service for hotel groups of all sizes.
The Future of Guest Amenities
Clean Charge is more than just an amenity system—it’s a forward-thinking response to the changing expectations of guests, staff, and the industry at large. With its bold combination of environmental performance, sleek design, and operational ease, Clean Charge positions hotels to lead the way in sustainability without compromise.
Ready to make the switch? Explore how Clean Charge can elevate your amenity program and support your environmental goals, request a sample via info@vanitygroup.com.
Images courtesy of VANITY GROUP
A.H. Beard: A passion for sleep and innovation
It would be easy to assume that a company with 125 years of history would simply rest on its laurels and let that history be its key to business success. Nothing could be further from the truth where A.H. Beard is concerned.
Innovation and research are the bywords that drive our business, with our customers and their guests, the beneficiaries of that thirst for knowledge about what makes the perfect sleep.
As a business, we are constantly looking to improve the quality of sleep that is a result of people using our beds, in fact our mission statement is exactly that “Improving lives through better sleep”.
Over the years, hundreds of hotels, motels and apartments have been fitted with A.H. Beard beds, either from our A.H. Beard range or the King Koil Commercial by A.H. Beard range.
Today, we partner with leading hotel groups across Australia, New Zealand, and beyond, working with them to deliver a sleep experience to their guests that makes them come back time after time.
Our Reflex Support System is now the choice of many of the region’s leading hotels and groups. It delivers outstanding comfort and support, giving your guests an unrivalled night’s rest. Most leading hotel brands specify support systems as part of their brand standard due to their superior comfort and performance. Our Reflex system takes this technology to another level, providing a secondary layer of support when and where it’s needed. This innovative system adapts to the body’s contours, ensuring optimal spinal alignment and reducing pressure points. As a result, guests experience less tossing and turning, leading to a more restful and rejuvenating
sleep. Additionally, the Reflex Support System is designed for durability, maintaining its supportive qualities over time, which translates to long-term value for hotels and a consistently high-quality sleep experience for guests
The innovation will continue this year, with an exciting new addition to our product offer about to be revealed, as well as several advances in technology and comfort that will be incorporated into current products, or feature in new models.
For us, one of the most exciting things about the hospitality
sector right now is the drive for quality and to deliver the guest an experience that makes them want to return to a property, or to go away and tell their friends about the “amazing hotel they stayed in”.
This is reflected across all types of properties, regardless of whether they are luxury hotels, exclusive retreats, corporate hotels, serviced apartments, or regional motels. Everyone is looking to up their game when it comes to their beds, because they know that their competitor across the road is doing the same thing.
It’s exciting and rewarding for us to work with brands
and properties that share our passion for premium sleep, and we look forward to that trend continuing as hotels look to take their bedding to even higher levels in the chase for the ultimate in comfort and luxury.
Travellers are now presented with a myriad of outstanding choices when they are planning their travel, either corporate or leisure. All in all, it’s a great time to be a hotel guest!
It’s also an exciting time to be a supplier to hotels and resorts and our network of manufacturing and distribution facilities in Adelaide, Auckland, Brisbane, Hobart, Melbourne, Perth, Sydney and Suva means that you are never out of reach. We have a specialist Commercial sales team, well versed in the industry and ready to help you with your bedding choice. Contact us to have one of our Hospitality industry experts come and have a chat about your refurbishment, or new build property plans and find out how you can give your guests the A.H. Beard Premium Sleep experience.
Images courtesy of A.H. Beard
Handcrafted in Australia since 1899.
You’ll find A.H. Beard beds wherever high-quality sleep is valued. Beds that comfortably meet high Australian commercial standards, while giving your guests the deepest, most rejuvenating sleep of their lives. What we at A.H. Beard call Premium Sleep.
Maximising space and efficiency:
The latest in space saving guest laundry equipment
By Sarah Davison, Industry Reporter
Providing guest laundry facilities is a valued amenity for many accommodation operators, particularly in motels, holiday parks, resorts, and long-stay hotels where travellers are often enjoying an extended holiday or road trip. However, offering convenient, well-functioning laundry services while managing space constraints and ensuring operational efficiency remains an ongoing challenge, especially for smaller or older properties that weren’t originally designed with guest laundries in mind.
The good news? A new generation of compact, coinoperated, and digitally enabled laundry equipment is making it easier than ever to provide high-quality services without sacrificing valuable floor space. These smart solutions not only improve guest satisfaction but can also serve as a point of difference in a competitive accommodation market.
To explore the latest innovations, trends, and practical tips, AccomNews spoke with Nick Jones from Laundry Solutions Australia , who shared expert insights into the evolving world of commercial laundry systems.
How can compact and spacesaving laundry machine designs help accommodation providers maximise their space?
Stacked washers and dryers are where it’s at when it comes to space-saving in a laundry environment, and we’re seeing more and more
of these machines go out the door all the time.
People want to make the most of their available laundry space, especially in properties where floor area is at a premium. Commercial stackers are the best at maximising capacity while minimising the footprint. They offer significantly larger drum capacities compared to domestic equipment, which allows operators to process more laundry in less time—without needing a bigger laundry room.
What advancements in smart laundry technology are we seeing in modern equipment?
Technological advancements really depend on perspective. For someone using a machine at home, the focus might be on fancy features and the number of custom cycles available. But in a commercial environment like a hotel or holiday park, the priorities are different— efficiency, durability, and reliability are what really matter.
For commercial equipment, ‘smart’ technology often translates to improvements that help machines perform better and last longer. For instance, we’re seeing more efficient internal components that enable larger drum capacities without increasing the overall size of the machine. Faster spin speeds help with water extraction, meaning clothes come out drier and need less time in the dryer, saving both time and energy.
Balancing technology is also important. Modern machines are better at redistributing uneven loads, which means quieter operation, fewer breakdowns, and consistent cycle times. These are the kinds of features that really enhance operational efficiency and reduce maintenance costs over time.
And while the idea of connecting your washing machine to your wifi to check cycle progress might be appealing in a residential setting, this kind of technology doesn’t tend to offer significant benefits in a guest laundry context. Accommodation operators should prioritise investing in robust, commercial-grade machines that are built to last, rather than getting caught up in bells and whistles.
With the shift away from coin-operated machines, how are properties implementing cashless systems to improve guest convenience and increase revenue?
The move towards cashless laundry systems has been one of the most impactful changes in recent years. Guests are less likely to carry coins these days, especially when travelling, and nobody wants the hassle of trying to find change just to do their washing.
Cashless systems allow guests to simply swipe a card or scan a QR code to pay via their phone. It’s fast, simple, and removes one more barrier to using the laundry facilities. As a result, guests are more likely to actually do their laundry onsite, which boosts usage rates and, ultimately, increases revenue for operators.
This added convenience also improves the overall guest experience, it’s one less thing for people to worry about during their stay. And from a business perspective, cashless systems can offer better accountability, easier monitoring, and less time spent emptying and counting coins.
That said, it’s important not to abandon coins entirely. Some guests still prefer to pay in cash, and in certain regions or
demographics, coin-operated machines might still be the preferred option. It’s really about understanding your guest profile and choosing a payment system, or a combination of systems, that works best for your property.
For hoteliers looking to renovate or remodel their laundry facilities, what are your top tips?
The first step is to understand your property’s laundry requirements, especially during peak periods. Think about how many guests are likely to use the facilities at the same time and how much capacity you need to meet that demand comfortably.
Once you know what you need, choose machines that match that capacity and work within your space. Then, look at the layout, can you configure the machines in a way that maximises usability while keeping things accessible and safe for guests?
Another key consideration is your utilities. Commercial washers and dryers may have specific power, water, and drainage requirements, so it’s important to ensure your infrastructure can support the machines you’re planning to install. Getting this right from the outset avoids costly reworks down the track.
Finally, partner with a supplier who can offer more than just the hardware. You want someone who can provide expert guidance on equipment selection, layout planning, and ongoing support. Site audits, laundry design consultancy, and after-sales service can make a big difference to the long-term success of your facility.
The latest trends for keeping guests comfortable and cosy
By Sarah Davison, Industry Reporter
Creating a comfortable and inviting sleep environment is essential for guest satisfaction, and luxurious and aesthetically pleasing bedding plays a crucial role.
As we head towards the cooler months and the temperatures drop, providing guests with warm, inviting bedding and thoughtful touches like plush blankets and customisable sleep experiences can help curate a cosy and restful winter stay.
To learn more about what is trending this autumn and winter, AccomNews spoke with Swisstrade, Vendella and Australian Linen Supply.
How are guest expectations evolving when it comes to blankets, quilts, and bedspreads, and what trends are shaping the choices accommodation providers are making in 2025?
Swisstrade Head of Sales & Marketing Jenna Szymanski: Guest expectations for bedding continue to be shaped by comfort, hygiene, sustainability, and personalisation.
Travellers are looking for hotel-quality bedding with
breathable, hypoallergenic, and temperatureregulating materials that enhance sleep quality.
Minimalist, wellness-focused designs—such as allwhite or neutral-coloured bedspreads—are gaining popularity. At the same time, bold, on-trend colours allow
hotels to add a striking yet sophisticated touch to rooms.
Hotels are also embracing customisable sleep experiences by offering guests a choice of blanket weights, quilt warmth levels, or layering options. Additionally, the demand for sustainable, responsibly sourced bedding continues to
grow, pushing hotels to invest in organic cotton, bamboo, and recycled fibre materials.
Vendella Director Luke Brodie: The key trends align with sustainability and wellness.
Guests are increasingly seeking eco-friendly accommodation, driven by a growing focus on sustainability. Health-conscious travellers are also driving demand for hypoallergenic and antimicrobial fabrics to ensure a hygienic sleep environment.
Personalisation is another factor—hotels are now offering customisable bedding to cater to individual guest preferences. Across the board, accommodation providers are balancing luxury and comfort with practical considerations, prioritising durable, low-maintenance materials while maintaining high-quality standards.
Australian Linen Supply National Sales & Marketing Manager Helen Hurst: Sustainability is no longer just a buzzword; it's a core expectation. Guests want bedding made from ethically sourced, biodegradable, or recycled materials that align with their values.
With this in mind, hoteliers are moving towards ecoconscious bedding, with 100 percent cotton, bamboo
Images courtesy of Swissrtrade
Image courtesy of Vendella
fibres, and recycled materials becoming the industry standard rather than the exception.
As for aesthetics, in 2025, we’re seeing a shift towards calming earth tones, muted neutrals, as well as deep, rich hues to create a sophisticated and relaxing atmosphere.
The classic striped triplesheet eff ect also remains a staple in many luxury hotels, off ering a crisp and polished look that guests associate with cleanliness and quality.
Durability is crucial in commercial sett ings. How can hoteliers ensure bedding retains its integrity despite frequent washing?
Jenna Szymanski: Investing in high-quality, commercial-grade fabrics is key. Bedding made from combed cotton or blended fabrics designed to resist pilling and shrinkage will maintain its look and feel over time. Following proper commercial washing instructions is equally important to extend product longevity.
With daily room turnovers, there’s also a growing focus
on supporting housekeeping teams. Bed lift ing systems, which lift beds to an ergonomic height, are being introduced to reduce injuries associated with bed-making. These systems can also help protect bedding materials from excessive stretching, ensuring
sheets and blankets maintain their integrity for longer.
Luke Brodie: Proper care is essential to extending the lifespan of bedding. Following manufacturer guidelines for washing temperatures and methods helps prevent premature wear,
while using gentle, fabricsafe detergents preserves material integrity without compromising cleanliness.
Implementing a bedding rotation system can distribute wear more evenly, prolonging the lifespan of bedding.
Regular inspections for signs of damage or thinning fabric also ensure that replacements happen before the guest experience is impacted.
Helen Hurst: In the hospitality industry, bedding endures frequent laundering, often at high temperatures, to maintain hygiene standards.
To ensure longevity without compromising on comfort, hoteliers should make strategic choices in material selection, care practices, and supplier partnerships, along with inventory management.
Having sufficient stock levels can prevent overuse and premature wear. By maintaining appropriate PAR levels, hoteliers can extend the lifespan of their bedding while ensuring a consistent and luxurious guest experience.
Image courtesy of Vendella
With climate and seasonal variations, how can hoteliers ensure guests are comfortable year-round?
Jenna Szymanski: Hotels can maintain year-round comfort by offering layered bedding solutions—a mix of lightweight quilts, duvets, and throw blankets—so guests can adjust their warmth levels based on preference.
Beyond bedding, providing luxurious slippers and robes enhances comfort throughout a guest’s stay. Plush robes offer warmth and cosiness in cooler months, while lightweight, ultra-soft waffle robes provide breathability for warmer climates. These small touches elevate the guest experience and make their stay feel extra special.
Luke Brodie: Offering seasonally appropriate bedding is key. Lightweight duvets help keep guests cool in warmer months, while heavier duvets and an extra blanket provide warmth in colder seasons.
Mattress toppers are another effective solution, particularly
in winter, as they add an extra layer of comfort and insulation.
Helen Hurst: With changing seasons and diverse guest preferences, hoteliers can provide adaptable bedding solutions that offer comfort all year round. By selecting versatile, high-quality materials and layering smartly, properties can ensure a luxurious and restful sleep experience in any climate.
Rather than frequently switching bedding with the seasons, hotels can turn to using multi-season bedding options that provide
year-round comfort.
Micro loft fill quilts are often a good choice, offering mediumweight, they mimic the luxe comfort of down while allowing breathability in warmer months.
I also recommend providing an additional throw or blanket at the foot of the bed to provide extra warmth when needed.
Sustainability is becoming a major consideration in the hospitality industry. What are the most significant advancements in ecofriendly bedding materials?
Jenna Szymanski: The hospitality industry is embracing innovative, ecofriendly bedding solutions.
In addition to selecting linens and bedding made from sustainable materials, many manufacturers are adopting closed-loop production processes that significantly reduce water consumption. These systems recycle water and minimise waste during textile manufacturing, making bedding production more resource-efficient.
As sustainability continues to be a priority, working with partners, manufacturers, and distributors who focus on ethical and sustainable procurement practices is essential.
Luke Brodie: We're seeing significant advancements in sustainable bedding materials, including recycled and upcycled fibres, such as repurposed plastic bottles, which help reduce waste and contribute to a circular economy.
Certification standards like GOTS (Global Organic Textile Standard) and Oeko-Tex Standard 100 are guiding the industry towards more responsible choices, ensuring products are free from harmful substances and produced ethically.
Longer-lasting, high-quality materials are also playing a role in sustainability. By designing bedding for durability, hotels can reduce replacement frequency, cutting down on resource use while maintaining cost efficiency.
Helen Hurst: In 2025, significant advancements in sustainable bedding materials are shaping the way accommodations approach responsible hospitality. One of the most significant advancements is the use of Global Recycled Standard (GRS) certified materials, ensuring recycled materials are responsibly sourced and processed.
GRS certified bedding is made from post-consumer and post-industrial recycled fibres, including plastic bottles (rPET), reclaimed cotton, and recycled polyester.
Many leading hotel groups are incorporating GRS certified / rated recycled quilts, pillows, mattress protectors and toppers, aligning with ecoconscious guest preferences. These innovations are transforming the hospitality industry by providing luxurious, durable, and environmentally responsible bedding solutions.
Images courtesy of Australian Linen Supply
The future of housekeeping in Australia:
Why training the next generation matters
After four decades working in hotels around the world—from London to Dubai to Sydney—I can confidently say one thing: housekeeping is the heartbeat of a hotel. And yet, despite its importance, we don’t always treat it that way—especially when it comes to training and investing in the people who lead these teams.
In Australia, I’ve noticed a concerning gap when it comes to the professional development of housekeeping managers. While other parts of the world are actively nurturing future leaders through structured training programs, we often overlook the long-term benefi ts of education in favour of short-term cost savings.
But the reality is simple: guests return to hotels where they experience clean, wellpresented rooms. A spotless room is just as influential as a warm smile at reception or a perfectly brewed coff ee in the lobby café. Housekeeping isn’t just a back-of-house function— it’s a defining part of the guest experience, and it deserves
In Australia, I’ve noticed a concerning gap when it comes to the professional development of housekeeping managers
the same level of investment as other departments.
I’ve had the privilege of delivering training to housekeeping professionals across the globe, and I’ve seen the impact it can make.
In Singapore, for example, I was invited to run a three-day masterclass through SHATEC (Singapore Hotel Association Training and Education Centre), focused on The Future of Housekeeping for
the Professional Housekeeper. The sessions covered everything from sustainability in housekeeping operations to financial management for economic sustainability. Twenty executive and assistant housekeepers attended, and the response was overwhelmingly positive. SHATEC later shared:
“The experience was nothing short of exceptional… The training was not only informative but also
interactive and highly impactful, especially with the sharing of insights drawn from Ms Lycette’s extensive international experience.”
From there, I delivered Leadership for Housekeeping Managers workshops in London, Edinburgh, and Dubai—each one tailored to the evolving needs of today’s housekeeping leaders. We covered practical, hands-on topics: financial tools, eff ective communication, team dynamics, and operational leadership. Participants described the training as empowering and immediately applicable. One comment stayed with me:
“It’s helped me improve my skills and will positively influence my career development.”
That’s what good training does—it builds confidence, inspires initiative, and strengthens teams. It turns a job into a career and helps high performers step into leadership roles with the knowledge and support they need to succeed.
What I’d love to see in Australia, is more of this proactive investment in our housekeeping professionals. We have incredible talent, but we need to nurture it. Structured training, ongoing mentoring, and real pathways to advancement aren’t luxuries—they’re essential if we want to build strong, sustainable hotel operations. It’s time we stop thinking of housekeeping as “just” a cleaning service and start recognising it as a critical area for professional growth and leadership development. The next generation of housekeeping managers is out there—we just need to give them the tools to thrive.
Image courtesy of Liz Lycette
Liz Lycette Founder, Lycette and Associates Housekeeping Management Consulting
CHANGING THE GAME IN HOTEL AMENITIES
With more properties ge ing onboard with this new platform, Weatherdon are helping properties save money and save the planet while o ering iconic French brands to Australian hoteliers and guests. Housekeeping can change a room over in seconds and you can save up to 33 x plastic compared to singe use bo les. No more the , no more waste. There are number of brands and price tiers to choose from. Contact your Weatherdon Hotel partner to find out how EcoFill can change your amenities business.
C Weatherdon P 02 9906 2202
E sales@weatherdon.com.au W weatherdon.com.au
As the leisure industry moves toward greater inclusivity, holiday parks and leisure areas must rethink their designs to ensure all visitors can enjoy them. Christie Barbecues' ICON cabinet is at the forefront of making shared spaces accessible without sacrificing style or value. The ICON barbecue cabinet transforms outdoor cooking in leisure spaces by providing a modern, inclusive solution. Designed to be accessible for everyone, including seniors and those with limited mobility, it makes barbecuing easy for all. Its stylish, contemporary design shows that accessibility and beauty can go hand in hand.
C Christie Barbecues P 03 9708 2999 E sales@dachristie.com W dachristie.com
NEW
CHAMBER RECYCLING COLLECTION BY COMPASS
With 10L, 14L or 20L options to choose from, Compass is bringing new sustainable solution to guestrooms and businesses around the country. Sort out your waste management with these elegant, simple in-room solutions from Weatherdon’s Housekeeping brand.
C Weatherdon P 02 9906 2202
E sales@weatherdon.com.au W weatherdon.com.au
Electric revolution as carts ride high
By Grantlee Kieza OAM, Industry Reporter
It all started with six car batteries and a rickshaw.
More than 90 years ago, a disabled golfer in Florida named Lyman Beecher strapped extra wheels and a battery pack to his golf buggy, unknowingly sparking the invention of the electric golf cart.
Since then, these modest machines have come a long way. Today, electric carts are indispensable tools in the accommodation sector—no longer limited to the fairway, they’re widely used throughout resorts, hotels, and caravan parks. They ferry guests, haul linen, deliver food and beverages, and support maintenance operations across expansive properties.
For operators, the right cart can do more than move people and goods—it can improve efficiency, cut operational costs, and enhance the guest experience. From passenger comfort to power systems
and performance on rough terrain, here’s what you need to know when investing in utility and service carts.
Guest movers
Comfort, capacity, and quiet operation are top priorities when selecting carts for guest transport. Whether they’re used to transfer guests from reception to their rooms or for scenic tours around a
resort, these carts need to balance functionality with a smooth, enjoyable ride. Operators should consider seating configuration, weather protection, accessibility, and safety features such as seatbelts, lights, and indicators.
Utility carts
From housekeeping and linen runs to landscaping and maintenance, utility carts
must be reliable workhorses. These carts often need higher load capacities, extended range, and the ability to handle various terrains. Drive types (2WD vs 4WD), body style, and tray configuration can all make a diff erence depending on the task at hand.
Power and efficiency
Operators now have access to a range of power options: electric, petrol, or hybrid. Electric carts have surged in popularity due to their lower emissions, quiet operation, and ease of maintenance. Lithium battery technology continues to improve, off ering longer range and quicker charging, making these models ideal for resorts and caravan parks aiming to improve their sustainability credentials.
Safety and compliance
When used in high-traffic or guest-facing areas, carts must adhere to strict safety standards. Important features include seatbelts, electromagnetic parking brakes, audible alerts, and lights. Operators must also consider compliance with local regulations, particularly if carts are used on shared paths or roadways.
Customisation and accessories
No two properties are the same, which is why customisation is key. Wet weather covers, luggage trays, fridge-sealed compartments, tipping trays, and removable seat covers are just some of the accessories that can adapt a standard cart to a specific hospitality environment. The right modifications can improve operational efficiency and extend the life of your fleet.
The ECAR A4 Golf Cart’s 2-way Rear Seat Configuration Images courtesy of Carts’n’Parts Australia
Q&A with Clare
Turner, general manager of Carts’n’Parts Australia and
electric golf cart expert.
What should operators consider when purchasing a guest mover?
The right cart solutions can enhance efficiency, reduce costs, and improve the guest experience, but it’s essential to buy from a reputable supplier. Operators should look for well-built carts backed by parts availability, technical support, wiring diagrams, and servicing.
Warranty and after-sales support are especially important. Batteries are the most expensive component, so investing in a highquality lithium battery with a full replacement warranty is a smart move. Advanced features like brushless AC motors and electromagnetic park brakes add both safety and long-term value. Electric carts are quiet therefore, customers sometimes want audible buzzers fi tted.
How important are capacity and comfort?
Guest movers come in all sizes—from four-seaters to 14-seat shutt les—so capacity really depends on the property’s needs. Flexibility matters. So, consider looking for carts that have a rear seat configuration that allows for them to be converted into a fold down luggage tray.
As for comfort, most accommodation businesses aren’t expecting luxury—they’re buying a workhorse, not a sports car. That said, overall comfort is still understandably an important factor; therefore, weather protection, in the form of rain curtains and soft seat covers, can improve the ride for both guests and staff.
What should buyers look for in utility and linen carts?
Load capacity is critical. Most housekeeping carts carry around 350kg and should off er stability and easy manoeuvrability. Long wheelbases help with weight distribution, and weather-sealed compartments with side and
rear doors are a big advantage for daily operations. Tipping trays and fi xed trays are also popular for maintenance tasks.
Are petrol carts still being used?
Not often. Lithium battery technology has improved to the point where electric carts are now the clear choice for resorts and parks. Petrol models are noisy, higher-maintenance, and generally seen as outdated, though you might still find them in remote locations without charging infrastructure.
Is demand for electric carts increasing?
Absolutely. After decades of trading in the industry, we’re
seeing demand for carts rise consistently year after year. As more businesses prioritise efficiency and sustainability, interest in electric carts, of all types, continues to increase.
Q&A: Wayne Mulholland, founder of Hawk Carts.
What sparked your interest in utility carts?
I first came across electric carts at a trade event overseas and was immediately intrigued by their potential in commercial and accommodation sett ings. With a background in engineering and project development, I saw how they could solve a range
of operational challenges across large properties. What sets electric carts apart in hospitality environments?
The environmental benefi ts are a major draw—zero emissions and no need for fuel make them ideal for operators looking to reduce their footprint. They're also much quieter than petrol alternatives, which is a big plus in guest-facing areas. On top of that, the maintenance requirements are generally lower, as electric motors have fewer moving parts and tend to last longer.
What key features or trends are emerging in the market?
There’s growing interest in advanced safety features, extended battery life, and carts that are rigorously tested for both comfort and performance. Accommodation providers want reliability, efficiency, and the ability to customise carts to suit diff erent tasks. Durability and all-terrain capability are becoming especially important for regional or coastal properties.
Can electric carts handle rough terrain or remote conditions?
Yes—if they’re built with the right specifications. It’s important to choose carts designed for the demands of the environment, whether that’s hills, gravel paths, or longer distances between facilities. While electric models are well-suited to most hospitality operations, in very remote locations where charging infrastructure is limited, hybrid carts would be a suitable alternative option to consider.
In general, how long should a battery last?
At least all day. You’ll get 80 to 100 kilometres without a problem.
How has demand evolved in recent years?
The interest has grown significantly. Electric utility carts have shifted from being a niche option to becoming an essential operational asset. More operators now understand the long-term benefi ts and are incorporating them as standard in their fleets.
The Yak SWB Utility Cart. Images courtesy of Hawk Carts
Razorback LWB Cargo Cart
Smooth, silent, and sustainable:
Hawk Carts are a must-have for accommodation operators
In the accommodation industry, first impressions matter — and so does the guest experience. From fi vestar resorts to coastal caravan parks, and remote resorts, electric carts are no longer a luxury—they’re a smart investment. That’s where Hawk Carts comes in.
Founded by industry veteran Wayne Mulholland in 2007, Hawk Carts has built a reputation for delivering tough, reliable, and quiet electric vehicles designed to meet the needs of modern accommodation providers.
Whether it’s transporting guests and luggage, housekeeping supplies, linen, or maintenance teams — there’s a cart for every job.
“Our carts are purpose-built for commercial use,” Wayne says.
“They’re powerful, durable, and designed to operate quietly — making them ideal for noisesensitive environments like resorts and holiday parks.”
Why accommodation operators are switching to electric:
• Zero emissions: Guests love eco-friendly operations. Show your commitment to sustainability.
• Whisper-quiet performance: Keep noise to a minimum, day or night.
• Low operating costs: No petrol, minimal maintenance, and fewer moving parts.
• Customised models: From 2+2 people movers to linen carts and 15-seaters— every need is covered.
All Hawk Carts are tested on a gruelling 3-hectare off-road course in NSW’s Razorback Range, ensuring they perform in real-world conditions. Each vehicle is built to extremely high specifications, with reinforced aluminium chassis, fourwheel hydraulic disc brakes,
and a vast range of optional features. Hospitality groups like Discovery Parks, Lendlease, and Holey Moley Golf already rely on Hawk Carts across Australia — including remote and rugged locations like Vanderlin Island in the Gulf of Carpentaria.
“The vehicle is high-quality and well appointed,” says Mark Aros from St Vincent’s Health. “And their service was very responsive — I highly recommend Hawks Carts.”
Hawk Carts’ latest release, The Yak, comes with advanced features like generator back up and it will be soon available with four-wheel drive — perfect for rougher terrain and extended use.
Transform your business operations with ECAR Golf Commercial Golf Carts
For caravan parks, resorts, hotels and motels across Australia, maintaining your grounds and delivering exceptional guest services is a daily priority.
Whether it’s landscaping, housekeeping, facility management, providing tours, or transporting guests and goods, efficiency and reliability are essential to success. This is where ECAR Golf Commercial Golf Carts become a part of many business plans — innovative, Australianowned and assembled electric carts precisely engineered for their tried and tested specific tasks to enhance operational efficiency within the accommodation sector.
Carts’n’Parts Australia proudly stocks Australia’s largest range of commercial golf carts from Australia’s trusted brand, ECAR Golf. Leveraging over 20 years of experience serving the hospitality industry. Our extensive selection ensures every accommodation business finds the ideal cart to match their unique operational demands. Popular models include the compact ECAR A2 Utility Cart, the versatile ECAR A4 Golf Cart, the spacious ECAR Magnum 6F Golf Cart, and the specially designed ECAR Magnum HSE (Housekeeping) Cart.
All ECAR Golf Commercial Golf Carts are powered by ECAR Golf’s own fully certified PRO-Li 150Ah Plus⁺ Lithium Battery System, providing outstanding reliability and unmatched performance. Each cart achieves an impressive range of up to 100km per charge*, ensuring continuous service throughout the day. Certified Lithium battery technology significantly reduces operating
costs compared to traditional petrol-powered or lead-acid battery carts, thanks to minimal maintenance requirements and a lifespan of up to 10 years. Every battery is supported by a comprehensive, non-pro-rata 5-year unlimited km warranty, giving complete peace of mind for your investment.
Designed with practicality and usability at the forefront, ECAR Golf Commercial Golf Carts optimise efficiency with models tailored specifically to various business needs. Short wheelbase models, such as the ECAR A2 Utility Cart and ECAR A4 Golf Cart, easily manoeuvre tight pathways and confined spaces, ideal for landscaping, general maintenance, and personnel transportation in areas with limited room. Larger models like the ECAR Magnum 6F Golf Cart comfortably accommodate multiple guests, providing ample seating and legroom, perfect for resort shuttles, guided
tours, or transporting groups across extensive properties.
The specialised ECAR Magnum HSE Housekeeping Cart comes with a spacious, insulated, and weatherproof rear compartment, featuring secure lockable sections. With the box measuring 1845mm (L) x 1150mm (W) x 1200mm (H), this cart offers substantial capacity to safely transport linen, cleaning supplies, and other essential items throughout your property, protecting contents from weather and theft. Other popular features available across the ECAR Golf range include aluminium utility trays with hydraulic lift options, versatile foldable rear seats that convert into cargo trays, and towing capabilities fitted with a towbar and ball hitch.
Safety is paramount at ECAR Golf. Commercial carts are equipped as standard with vital safety features, including seat belts, comprehensive lighting kits, horns, side mirrors, and automatic parking brakes.
Additional safety accessories, such as amber flashing lights or pedestrian warning sirens, can also be installed. Coupled with this, each ECAR Golf Commercial Golf Cart complies rigorously with Australian safety standards, ensuring safe and reliable operation specifically tailored to the demands of your business.
With more than two decades of industry-leading experience, ECAR Golf Commercial Golf Carts are and always will be supported locally within Australia. This local expertise ensures guaranteed access to parts, support, and dependable maintenance, minimising downtime and maximising productivity. Our dedicated team at Carts’n’Parts Australia is committed to providing exceptional service and personalised assistance from initial enquiry through to ongoing lifetime support.
At Carts’n’Parts Australia, we deliver Australia-wide, and as part of our commitment to exceptional customer service, FREE delivery is available on all new carts meeting specific criteria. Choosing ECAR Golf Commercial Golf Carts from Carts’n’Parts Australia is more than an investment in your business’s workflow—it’s a long-term commitment to quality, reliability, and enhanced guest satisfaction. Whether upgrading your existing fleet or transitioning to electric carts, ECAR Golf offers tailored solutions precisely matched to your needs.
Discover how ECAR Golf
Commercial Golf Carts can transform your accommodation business today. For detailed information on available models, configurations, or to discuss your specific requirements, get in touch with us!
Visit cartsnparts.com.au, email info@cartsnparts.com. au, or call 1300 93 88 11. *Range depends on various critical factors, including but not limited to driver behaviour, weight in the cart, and the cart’s programmed parameters. Testing of run-time is based on 100% state-of-charge.
The ECAR Magnum Commerical Range
ECAR PRO-Li 150Ah Plus⁺ Lithium Battery
ECAR Magnum HSE (Housekeeping) Golf Cart
The latest innovation for guest satisfaction Digital compendiums:
By Sarah Davison, Industry Reporter
The hospitality industry is undergoing a digital transformation, with accommodation providers increasingly turning to technology to enhance guest experiences and streamline operations. A significant innovation in this space is the rise of digital compendiums–intelligent, interactive platforms that are rapidly replacing traditional in-room guides.
Old-style bulky paper booklets filled with information that quickly becomes outdated won’t cut it anymore. Today’s travellers expect instant access to hotel services, local recommendations, and personalised experiences at their fingertips. Digital compendiums deliver this, providing guests with real-time updates, tailored suggestions, and seamless connectivity to hotel amenities, all accessible via in-room tablets, personal smartphones, or smart TVs.
More than just a modern alternative, digital compendiums are redefining how hotels engage with their guests. AI-driven personalisation allows for curated recommendations based on individual preferences, while seamless integrations with booking systems, room controls, and concierge services create an elevated guest experience. Beyond convenience, digital compendiums also present new revenue opportunities, enabling hotels to promote on-site services, upsell experiences, and partner with local businesses.
A seamless shift from paper to digital
As guest expectations evolve, hotels and resorts are moving away from printed compendiums in favour of digital solutions that offer greater flexibility, efficiency, and sustainability. Unlike static paper guides, which require frequent reprints and manual updates across every room, digital compendiums can be updated instantly with the latest menus, event schedules, or local attractions, ensuring that guests always have the most current information at their disposal.
Beyond convenience, the shift to digital brings operational and environmental benefits. By eliminating paper waste and printing costs, hotels can reduce their carbon footprint while also improving workflow efficiency. Staff can spend less time replacing outdated materials and more time delivering personalised service, ultimately enhancing the overall guest experience.
Comworks Creative
Director Paul Stubbs shared his insights on the rise of digital compendiums and discussed how hotels can leverage these devices in their accommodations.
In what ways are managers replacing traditional paper guides, and what benefits does this offer?
Primarily, they are adopting digital compendiums to enhance the guest experience and reduce routine enquiries.
Smart compendiums allow managers to incorporate necessary information about the property and to provide helpful information such as local restaurants, activities and events.
Paul highlighted some key benefits
• Real-time updates: Unlike printed materials that require costly reprints and have to be added manually within each room binder, smart compendiums for example, can be updated instantly online to reflect changes at the property such as maintenance events, as well as providing local restaurants, attractions and convenience information as businesses come and go.
• Enhanced guest convenience and reduced support enquiries: Guests can access all hotel or resort information with just a few taps, eliminating the need for phone calls or front desk visits.
• Sustainability and cost reduction: By going digital, hotels reduce paper waste and printing expenses, aligning with environmentally friendly green initiatives while also cutting costs.
• Integrated smart room controls: Many digital compendiums integrate with room automation systems,
allowing guests to adjust lighting, temperature, and entertainment sett ings directly from the interface.
• Increased upselling opportunities: Hotels can strategically promote special off ers, upgrades, and services, leading to higher revenue per guest.
• Multilingual accessibility: Unlike static printed materials, digital compendiums can dynamically switch between multiple languages, improving accessibility for international guests.
• Device independence: Some digital compendiums require mobile apps while others are web based, and do not require any app to be installed. Many consumers, particularly more senior travellers are reluctant to add more apps to their mobile devices.
By embracing digital compendiums, hotels and resorts enhance guest satisfaction, streamline
operations, and stay competitive in the evolving hospitality industry.
Can digital compendiums provide an elevated guest experience and personalisation?
Personalisation is key to today’s guest experience, and digital compendiums make it seamless. Smart compendiums, for example, make it simple for a manager to add personal smart places with curated AI content for café, restaurant and entertainment options in a handy digital map. Since the information is available on the go, the guests can view, contact
and even book recommended options, rather than risking a hit or miss experience at a random destination.
Whether suggesting a spa treatment, off ering a personalised dining experience, or providing language-specific content, these platforms create a more intuitive and engaging stay.
How can integrations with PMS, CRM and other platforms contribute to a more seamless stay and improved operations?
In large hotels, it is critical to provide e-commerce interactions within
compendiums for in-room purchases. For individual building managers and resorts in most Australian accommodation venues, the focus is on providing as much local information, entertainment and activity planning ideas as possible. Integration with tourism providers and the ability to book tours directly is becoming more popular as the tour providers are moving towards more online booking technologies.
What strategies are hotels using to maximise revenue through digital compendiums?
Hotels are leveraging digital compendiums to create targeted upselling opportunities. Many properties also integrate their loyalty programs, encouraging guests to engage with future promotions and specials. Additionally, partnerships with local businesses allow hotels to generate commission-based revenue by recommending tours, experiences, and transport services—all conveniently accessible through the compendium.
Digital
Foxtel Business iQ: Revolutionising in-room guest engagement
In 2025, guest expectations are higher than ever, and Foxtel’s Business iQ is rising to the challenge. More than just an entertainment solution, Business iQ is a powerful in-room engagement platform that’s reshaping how accommodation providers connect with their guests, drive internal efficiencies, and unlock revenue opportunities.
Business iQ blends premium content with cu ing-edge technology, o ering an intuitive, interactive experience designed to exceed guest expectations from check-in to check-out. But what truly sets Business iQ apart is its role in creating meaningful, real-time engagement directly on to the guest room screen.
For example, hoteliers can use Business iQ to promote special o ers or in-house services directly
on screen, complete with a QR code that allows guests to scan instantly.
A hotel might promote happy hour, a massage or beauty treatment special, or restaurant o er, with one tap taking guests straight to a booking form. It’s a seamless, guest-friendly way to increase uptake of ancillary services and boost revenue with minimal additional workload for sta .
For guests, Business iQ is easy to use, highly intuitive, and available in multiple languages to cater to the needs of each guest.
Operators can send personalised welcome messages, promote on-site facilities, or highlight local a ractions, all designed to make guests feel seen, understood, and connected throughout their stay.
Beyond guest engagement, Business iQ also streamlines operations. Whether it’s pushing custom messages to specific rooms, updating welcome screens, or managing digital compendiums centrally, operators can make updates across rooms in seconds. Say goodbye to
costly and bulky print collateral or manual room-by-room updates, Business iQ simplifies it all through a central management dashboard.
And the best part? Business iQ is constantly evolving, with seamless over-the-air updates, ensuring the system becomes more intuitive and user-friendly over time. As guest needs shi and technology advances, Business iQ adapts, without the need for expensive hardware upgrades or visits from onsite technicians.
This ongoing innovation means operators always stay ahead of the curve, o ering an engaging and personalised guest experience whilst streamlining operations behind the scenes.
As more operators look for smarter, more integrated guest engagement solutions, Foxtel Business iQ is se ing the new standard, where technology and personalisation work hand-in-hand to elevate every stay.
To discover how Business iQ can enhance your property, visit foxtel.com.au/business.
Images courtesy of Foxtel
Digital Compendium transforms guest engagement
At Pinnacles at Airlie Beach, innovation is part of the everyday guest experience. Led by dynamic marketing manager Therese Moran, the luxury resort has embraced digital transformation to streamline communication and enhance convenience for guests.
Therese, described by industry peers as one of the most forward-thinking and hardworking marketing managers in the business, has implemented a digital compendium solution from Comworks Media that’s changing the way guests interact with resort services and the local area.
“We’ve been working with Therese for quite a while,” says Paul Stubbs, owner and creative director of Comworks.
“She’s really on her game— always looking to maximise the value of the resort’s online presence. What she’s doing at Pinnacles sets a benchmark for how digital tools can elevate the guest experience.”
Comworks Media, which manages over 500 live websites for resorts, originally built its reputation on web design and SEO. But their smart digital compendium off ering has fast become a gamechanger—off ering a mobilefirst, paper-free way to deliver everything guests need to know at their fingertips.
“Our compendium is incredibly easy to use,” Paul explains. “Guests simply scan a QR code—usually on a fridge magnet or door label—and the entire guide opens on their phone. It’s more than just convenient; it’s a dynamic, real-
The smart compendiums are a really user-friendly addition to our guest o erings
time resource that stays with the guest throughout their stay.
We’ve integrated features like ‘smart maps’ and ‘smart places’ into this living document to give guests the most relevant and up-to-date information about the resort and its location.”
Therese has easily adopted the technology at Pinnacles, as well as Martinique in Airlie Beach and Ivory Palms in Noosaville, all managed under the Property Vines banner.
She’s built in local tour options, dining recommendations, and resort facilities—off ering guests the ability to explore and plan their stay from anywhere, even before they arrive.
“The smart compendiums are a really user-friendly addition to our guest off erings,” she said. “We can send a link to guests before arrival, and keep it updated at all times. It means no more room folders or brochures—and guests love the convenience.”
Since launching just 12 months ago, the Comworks digital compendium has gone global, with resorts around the world tapping into the platform. For resorts like Pinnacles, it’s a smart, stylish way to connect with tech-savvy travellers and provide fi ve-star service— before check-in even begins.
Image courtesy of Comworks
Optimising sustainability for hotels From energy drain to NABERS gain:
By Grantlee Kieza OAM, Industry Reporter
With energy costs rising rapidly and an increased focus on sustainability, efficiency, and guest comfort, accommodation providers are investing in smarter energy management solutions.
The latest ingenious guest room technologies reduce energy consumption and lower expenses, without compromising the guest experience.
At the forefront of this revolution is mySmart, a wholly Australianowned business with more than 60 experienced employees and a national footprint. mySmart specialises in creating intelligent environments across various sectors, integrating innovative technologies, trusted products, and advanced analytics to help businesses thrive in today’s dynamic landscape.
Daryl Brett, mySmart’s Hospitality Business Development Manager, said the company collaborates with hotel owners, operators, and builders to develop tailored solutions that meet their individual requirements.
“As a system integrator, we work with seven guest room management system (GRMS) vendors within our portfolio of products,” Mr Brett said.
A GRMS offers advanced automation to manage lighting, temperature, curtains, and inroom entertainment, improving both guest convenience and energy efficiency.
“There are two key aspects to guest room management systems,” Mr Brett said.
“One is energy consumption— anything that uses electricity should be controlled. The second is guest experience. For example, integrating blinds or drapes helps manage heat load. If a room faces west and the sun is streaming
in during the late afternoon, closing the curtains prevents excess heat buildup, reducing the need for air conditioning.
“In unoccupied rooms, the system automatically closes the curtains to limit heat gain, while in occupied rooms, guests have full control.
“When a guest first enters their room, a welcome scene should activate—the drapes open, lights switch on, and the air conditioning adjusts to a comfortable setting without blasting cold air.”
Many hotels now integrate room control with security features, such as digital locks and online systems, to enhance security and efficiency. However, Mr Brett advises against incorporating locks directly into the GRMS.
“For a GRMS to function effectively, the system needs to determine whether the door is open or closed,” he said.
“The most reliable way to achieve this is with a reed switch on the door. If you rely on an electronic lock—especially a battery-operated one—to provide positional feedback, it drains the battery without adding meaningful functionality.
“Incorporating the lock as a
GRMS trigger introduces a potential failure point. A reed switch, on the other hand, is hardwired and highly reliable.”
mySmart uses products from several vendors including AuVerte, Honeywell Inncom, Schneider, Trustech, Salto, Eelectron, and Dynalite. Recently, mySmart implemented a Honeywell GRMS in a large hotel refurbishment.
These systems employ the latest temperature regulation technologies to reduce unnecessary energy consumption while maintaining guest comfort.
“Every vendor we work with provides temperature control,” Mr Brett said. “Each system includes a thermostat that allows guests to adjust the air conditioning or enables the system to self-manage temperature based on occupancy.
“At one of our largest hotel refurbishments, the GRMS was purely used to turn lights on when guests entered and off when they left. However, the system’s capabilities extend much further.
“We can customise controls to any level of detail.
“Scenes can be programmed for different times of day. For example, a daytime scene may
open the curtains and set the lights to low brightness, while a nighttime scene could close the drapes and dim the lights.”
The financial impact of these technologies can be significant.
“Every hotel room has different energy consumption patterns,”
Mr Brett said. “The easiest way to measure energy savings is by tracking how long a room remains powered down.
“A room with a GRMS is effectively shut down 30 percent more than one without. While the exact dollar savings vary, mySmart provides a full reporting dashboard that tracks energy consumption in real time.
“As of next year, hotels will be required to report their National Australian Built Environment Rating System (NABERS) or energy star ratings.
“Our dashboard provides comprehensive energy and water usage data, allowing properties to assess their efficiency at a glance.”
Beyond guestrooms, mySmart installs energy-saving solutions throughout hotels and commercial properties.
“In many multi-storey car parks, lights activate only when a vehicle enters,” Mr Brett said. “We install these systems to conserve energy.
“Previously, car parks and hotel corridors were illuminated 24/7. But guests are usually in their rooms, at the bar, or in the restaurant, so corridors don’t need to be continuously lit.
“That said, guests shouldn’t step out of a lift into complete darkness. A good control system ensures seamless transitions— lighting only when needed without noticeable disruption.
“While guests may not notice the difference, the property’s bottom line certainly does. And with NABERS-compliant reporting, hotels can maximise energy savings while maintaining exceptional guest experiences.”
Smart solution for the Wentworth
The Sofitel Sydney Wentworth, an icon of Australian accommodation for almost 60 years, recently underwent a stunning $70 million refurbishment including the installation of clever mySmart technology.
All 436 rooms and suites curving around the hotel’s enormous terrace, now feature mySmart lighting and automation.
The Wentworth opened in 1966 under the direction of Qantas founder Hudson Fysh at a time when international jet-se ing was just taking o in Sydney through the Flying Kangaroo’s fl eet of Boeing 707s. Now, the bold revamp has brought a modern edge to one of Australia’s most celebrated hotels.
Daryl Bre , Hospitality Business Development Manager at mySmart, said the refurbishment involved major upgrades to the guest rooms, reception and entrance area as well as all the ballrooms. The Sofi tel
“The latest technology takes that process away from the guest, and energy e ciency is accomplished by a combination of door position and motion within the room.“
Wentworth is the latest major hotel installation for mySmart’s guest room management system (GRMS).
“As part of the room upgrades the Sofi tel wanted to introduce energy management to all 436 rooms to bring them up to the latest standards,” Mr Bre said. “Hotels have had card slots in the wall for many years and that’s the most energy e cient control in a room.
“When the guest isn’t in the room, they take the card with them and it turns all the power o . Obviously,
this means you’re then reliant on the guest to achieve energy savings.
“The latest technology takes that process away from the guest, and energy e ciency is accomplished by a combination of door position and motion within the room. Together, these indicators verify whether somebody’s in the room or not.
“The Sofi tel has taken it one step further and have put in a smart thermostat from mySmart based on the Honeywell Inncom control.
“The Sofi tel team can now modulate the room temperature based on occupancy. When the guest is checked in, the air-conditioner starts to cool the room, and when the guest is in the room, they then have full control of the room temperature. When the guest is out of the room, the room relaxes and saves a bit of electricity, and then when the guest checks out it turns everything o .
“It’s a big step up from just having the card slot by the door.”
For even greater guest convenience, The Sofi tel wanted to integrate locks with the guest room management system.
“Honeywell Inncom works in conjunction with Assa Abloy which was the incumbent locking vendor. This proved helpful, and guided our pathway of product selection.”
The GRMS upgrade through mySmart will ensure The Sofi tel Sydney Wentworth remains iconic in Australia’s accommodation landscape.
Colour, paint & finishes, for experience and identity
For years, the idea of ‘experience’ has been reserved for the highend hotel market—a conceptual notion, accessible only to properties with the budget to chase the wild ideas seen in glossy design magazines.
But experience shouldn’t be treated as a marketing strategy, nor should it be exclusive to the luxury tier. Thoughtful detailing that draws attention to architecture, highlights the significance of place, and invites creative participation can help any accommodation provider craft a meaningful guest experience. When done well, it becomes a marketing strategy in its own right.
Transforming a venue doesn’t need to be expensive or complex. Small to medium accommodation providers can
refresh and elevate their spaces in ways that are both costeff ective and return real value.
With thoughtful colour choices, layered textures, and modern finishes, it’s possible to create mood, atmosphere, and a lasting impression—without breaking the bank. Recognising architectural potential and embracing the uniqueness of location can further enhance the guest experience in meaningful, memorable ways.
Make tones count
Modern tone is less about chasing fleeting trends and more about craft ing thoughtful, enduring palettes. A wellconsidered tonal scheme blends neutrals, hues, pastels, and shades—designed not just to please the eye, but to spark joy and awaken the senses
Tints and half-tones allow a colour story to stretch across the full spectrum, off ering cohesion without monotony. Schemes that wrap around the colour wheel with consistent or near-consistent saturation can evoke a sense of expansive calm—perfect for restful, retreat-style bedrooms.
A particularly eff ective approach is to pair similar saturation levels with intentional colour variation. Bolder palettes can energise public and communal spaces—think a smile-inducing entrance or a vibrant welcome area—while softer tones in guestrooms help slow the mood and quiet the mind. Brighter, active zones should naturally lead into the muted, peaceful domains of sleep and stillness.
A little more vibes
There’s no doubt the repetitious beiges of uninspired interiors can leave a space feeling tired and overlooked. But when used with intention, shades of beige become an opportunity for a
room to shine. Soft-tinted hues can act as the backbone, while lighter-toned walls off er a blank canvas on which vivid details take form. Doors, architraves, architectural features, balustrades, and furniture all become brushstrokes— each one adding colour and character to what was once a bare and forgett able room.
The contrast between neutral, light-filled walls and deeper, more defined features creates a sense of nouveau sophistication and elegance. Textured wall finishes—like Venetian plaster or a subtle French wash—can introduce depth and tactility. Metallic accents bring their own language: soft ness, richness, or a supple warmth that expands the perception of space. Shimmering satin patinas can pull in natural light, allowing it to flicker and breathe through the room, endlessly shift ing with the day.
Deep sleep
Elevating a space isn’t about overwhelming the senses— it’s about drawing guests into comfort and ease.
A well-designed bedroom encourages relaxation, making deep sleep feel eff ortless. Warm, enveloping tones and thoughtfully layered textures can turn a large room into something more intimate and inviting.
Michael Kirwan Bachelor of Design (Interior Design) CORTASIA
Dulux Colour Forecast 2025, Stylist: Bree Banfield, Photographer: Lisa Cohen
Dulux Colour Forecast 2025, Stylist: Bree Banfield, Photographer: Lisa Cohen
Working with a deep palette invites a visceral, bodily experience—bringing immediate depth, luxury, and quiet sophistication. Deep, muted, flat finishes can help define scale, especially in heritage spaces. Bold, voluminous colour contrasts beautifully with ornate cornices, ceiling roses, and decorative mouldings. Likewise, traditional bagged render, fireplaces, or timeworn exposed brick can be reframed as textural elements— casting soft shadows and adding subtle dimensionality.
Colour, experience and identity
Colour forecasting isn’t about which shade of blue, green, or auburn is trending—it’s about ideas, place, and a touch of fearlessness. Colour shouldn’t merely sit behind the architecture; it should be the emotion that breathes life into the space—connecting location, design, and the people who inhabit it.
As the most versatile material in architecture and construction, colour deserves more credit than it gets. Too often, it’s overlooked, and with that, countless creative opportunities are lost.
When designing with colour, it’s the colour that elevates and accentuates the experience being created for guests. Trends shift , blend, and evolve—but
building a colour concept is ultimately about unlocking creative opportunity.
Blending hues, tones, textures, and aspiration can craft a sensory experience guests connect with. A moment in time, marked by colour and life, becomes a subtle signature—one that lingers in memory, fondly recalled.
In the end, experience isn’t reserved for fi ve-star hotels or lavish budgets—it’s found in the details, the textures, the colours that stir emotion, and the spaces that feel personal and purposeful. With thoughtful colour choices and considered design, any space can tell a story, evoke feeling, and leave a lasting impression.
Michael Kirwan is a conceptually trained interior designer with a background across hotel design and interior architecture. Prior to this, he qualified as a trade decorator, ran his own decoration business, worked in colour, paint, and was a trade teacher. His current hotel and motel startup aims to streamline the divide between academic design and applied decoration by combining his professional knowledge and trade expertise, into the hotel-motel renovation and restoration.
Dulux Colour Forecast 2025, Stylist: Bree Banfield, Photographer: Lisa Cohen
