Accom Management Guide - NZ - Autumn 2018

ACCOM MANAGEMENT GUIDE

housekeeping How to match your amenities with your property

human resources Case Study: Scenic Hotel staff go places Workforce training and development for 2018

guest facilities Benefits to heating your pool with a heat pump How to get your guests in the pool when it’s cool Grand Mercure Wellington skilfully updates leisure facilities

www.accomnews.co.nz

Issue 40 | Autumn 2018 NZD $10.00 (Inc GST)

40

the no.1 guide to specialist accommodation industry product & service suppliers

Autumn 2018 housekeeping • human resources • guest facilities

Wyndham Garden, Queenstown: rises from The Remarkables hotels • motels • resorts • apartments • time share • holiday parks • budget • retirement www.accomnews.co.nz

Call Dennis Clark now on +61 421 384 212

fd front desk Accom management guide is distributed quarterly to Accommodation Industry Managers and Professionals throughout New Zealand.

Autumn

www.accomnews.co.nz EDITORIAL

Rosie Clarke r.clarke@accomnews.co.nz

Mandy Clarke

PRODUCTION

Richard McGill r.mcgill@accomnews.co.nz

ADVERTISING

Michael Piantoni m.piantoni@accomnews.co.nz

front desk 05

industry 06

Bed & Breakfast Association NZ Report: Adding value is priceless

06

HAPNZ Report: Holiday parks pass eight million guest nights

07

HospitalityNZ Report: Tidal legislation – rolling in and out with the times

08

Atmosphere: Your lobby music is terrible

CONTRIBUTORS

Aaron Toresen and Bruce Cattell, Aimee Ley, Brendon Granger, Coral Funnell, Fergus Brown, Julia Stones, Kate Jackson, Lauren Butler, Larry Mogelonsky, Rachael Shadbolt and Rayma Jenkins accom management guide welcomes editorial contributions and images on relevant topics for features, news items or new products.

Please email copy to: editorial@accomnews.co.nz. Images should be in high resolution (300dpi) JPEG or TIFF format. accom management guide is distributed quarterly to hotel, motel, resort and apartment complexes throughout New Zealand.

Views and opinions expressed in this publication are not necessarily those of the publisher or Multimedia Publishing Limited. Every effort has been made to ensure the accuracy of information in accom management guide, however the information contained in accom management guide 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.

management 10

Direct Booking Issues: The big problems with booking direct

12

NoVacancy Accommodation Business Expo: The Australian accommodation industry’s first national trade show, a mustattend!

profiles 14

Haka Hotel K'Road Apartments: Haka Hotel K'Road, Haere mai (welcome) guests

18

Heritage Queenstown Hotel: Heritage Queenstown Hotel installs SKY Guest Select

20

Wyndham Garden, Queenstown: rises from The Remarkables

Advertisers and Advertising Agents warrant to the publisher that any advertising material placed is in no way an infringement of any copyright or other right and does not breach confidence, is not defamatory, libellous or unlawful, does not slander title, does not contain anything obscene or indecent and does not infringe the Consumer Guarantees Act or other laws, regulations or statutes. Moreover, advertisers or advertising agents agree to indemnify the publisher and its’ agents against any claims, demands, proceedings, damages, costs including legal costs or other costs or expenses properly incurred, penalties, judgements, occasioned to the publisher in consequence of any breach of the above warranties. © 2018. No part of this publication may be reproduced without written permission from the publisher. accom management guide is proudly published by:

human resources 36

Case Study: Service IQ: Scenic Hotel staff go places

38

Careers: Workforce training and development in 2018

41

HRINZ Report: Ch-ch-ch-ch-changes

refurbishment 42

Case Study – AVANI Metropolis Auckland Residences: AVANI Metropolis Auckland Residences redefines hospitality

44

Hotel Design: The imperative for exceptional hotel interior design

property 46

Purchasing: Property purchase - getting your ducks in a row

technology 50

Phone Systems: Tel-e-phone system provider what you want

52

Hospitality TVs: The future of hospitality TVs: what’s coming?

food & beverage 54

marketing

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 factcheck 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. Resort News, its publisher, editor and staff, 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.

Editor's Desk: Sick of OTA talk yet?

2018

Water Options: Water’s not optional, so make the most of it

guest facilities

23

Website Tools: How guests decide whether to buy on your hotel website

56

24

Franchising: The positives of franchising for franchisees

Pool Heating: How to get your guests in the pool when it’s cool

58

Pool Heating: Benefits to heating your pool using a heat pump

60

Case Study – Grand Mercure Wellington: Grand Mercure Wellington skilfully updates leisure facilities

what's hot 26

What's Hot: The latest trends in accommodation industry products

housekeeping 28

Hospitality Beds: The price you pay when guests have a shocking night's sleep

32

Matching Amenities: How to match your amenities with your property

34

Laundry: Tricks of the trade – managed housekeeping and laundry services

energy & resources 61

Outdoor Heating: Turning bleak midwinters into sunny times

safety & security 62

Mobile Check-in: Why hotels should embrace digital key technology

Key - For easy perusal Commercially funded supplier profile or supplier case study Supplier information or content

PO Box 5104, Papanui, Christchurch, 8542, NZ Phone: (03) 365 5575 Fax: (03) 365 1655 mail@accomnews.co.nz www.accomnews.co.nz

Suppliers share their views in one-off, topical pieces General editorial. Case studies and features may cite or quote suppliers, please be aware that we have a strict ‘no commercial content’ guideline for all magazine editorial, so this is not part of any commercially funded advertorial but may be included as relevant opinion. Happy reading!

ISSN: 1173-0943

04

ACCOM MANAGEMENT GUIDE

NOVACANCY ACCOMMODATION BUSINESS EXPO @ ICC SYDNEY EXHIBITION CENTRE, 17-18 JULY 2018

front desk fd Editor's Desk:

Sick of OTA talk yet?

Rosie Clarke Editor, Accom Management Guide

DUOPOLY IS THE WORD ON EVERYBODY’S LIPS THIS QUARTER. It’s a big topic of conversation because it impacts everyone within the New Zealand accommodation industry and yet not much is changing for the better any time soon. We are starting to see more and more people vocalise their criticisms, but very little change is happening.

Monopolies, or duopolies in this case, happen when there’s a lack of market competition and once they happen, it’s hard to scale back.

New OTAs pop up all the time and there are quite a few seedling NZ-based OTAs. The problem is that until they can match listings with Expedia and Priceline, or offer cheaper rates in some way, there isn’t much to incentivise their use among consumers. It’s a vicious cycle for accommodation providers, who want the most visibility they can get but also don’t want to feed into a marketplace where they feel they are being charged increasingly high commissions due to the nature of duopoly.

Talk of solutions tend to cycle back around to regulation. If commissions were regulated, would this level the playing field? If multi-national companies were taxed in New Zealand, would that level the playing field? Looking abroad to Europe, where rate parity was introduced in 2015 to regulate OTAs; a 2017 survey of hotels in the EU revealed that 90 percent of respondents claimed there were no changes to

90 percent of respondents claimed there were no changes to commission rates between July 2015 and June 2016 commission rates between July 2015 and June 2016. Sixty-nine percent of hotels in the survey, which was carried out by a group EU competition authorities commissioned by the European Competition Network, said that they did not differentiate between OTAs for room availability.

This isn’t to say that the European rate parity changes won’t have a visible impact in future studies, but these results do add to the question: how can we encourage competition in the digital age?

What’s your view? Write in and tell us.

Thank you for your continued readership and as always, I hope you enjoy this month’s AMG.

Expert knowledge and superior service, with experience built over 30 years in the Furniture Industry.

Specialising in furniture for hotels, motels, serviced apartments, resorts & refurbishments Services Include • Furniture Design • Budget Analysis • Procurement • Project Management • Manufacture of Commercial Furniture • In-house Quality Control Management • Freight Management and Transportation • Full Installation • Commercial Warranties • After Sales Service • Satisfaction Guaranteed

Call Dennis Clark now on +61 421 384 212 to discuss your requirements | www.hotelinteriors.com.au GET YOUR FREE TICKET AT NOVACANCY.COM.AU WITH CODE: AMGNZ

AUTUMN 2018

05

i industry Bed & Breakfast Association NZ Report:

Adding value is priceless Rayma Jenkins

OUR TRAVELLERS HAVE ARRIVED AT THEIR DESTINATION. IN MANY CASES TIRED AND FRAZZLED, HAVING NAVIGATED THE DRIVE TO THEIR ACCOMMODATION. A journey that may have been fraught with Google errors, poor instructions and then the challenge of establishing where to park the car. Or maybe the guest is a corporate visitor, glad to get back to the room after an exhausting day.

For many, the thought of kicking back with a nice cup of tea/coffee or other refreshment is paramount. Most New Zealand accommodations do provide tea, coffee and milk but what about something to accompany it? Just a little sweet treat or cracker and cheese?

Yes, there is something in the mini bar but as most of us know you could buy a whole packet for the price of one muesli or chocolate bar. How much extra cost would a muesli bar or biscuit add to the cost of having these guests stay? How much extra satisfaction if there is something included to satisfy that longing?

Similarly, the cost of a cold beverage in the mini bar or even a bottle of water is, for the savvy traveller, unreasonable. How much would it cost to add a couple of free cold drinks? Again ,the satisfaction level would be immeasurable.

By now my suggestions may cost the establishment $10 but, as B&B operators know, that extra $10 provides a great deal of satisfaction and chances are that your property will be remembered for those added items, perceived to be free. What value can you put on a five-star TripAdvisor rating or a ‘10’ on booking.com. These ratings are priceless.

Offering free wifi is widely expected but not always available and it is often of poor quality. Many guests travel with their own data but most are hopeful that it will be provided and certainly make good use of it.

Hosted accommodation providers definitely have an advantage when it comes to adding value as our time as owners is our own. Spending time with our guests, discussing their holiday, plans, suggestions and bookings is invaluable and certainly adds to the visit. Other added value items such as allowing guests to do laundry, turn down, assisting with luggage and of course the breakfast that is included, all contribute to high levels of guest satisfaction.

So, whether perceived or real, adding a few extras that are not charged for is priceless in terms of guest satisfaction. The effect on the bottom-line is certain to be made up with extra bookings. ■

By Rayma Jenkins, Association President, Bed & Breakfast Association NZ

HAPNZ Report:

Holiday parks pass eight million guest nights HOLIDAY PARKS PROVIDED 8,013,932 GUEST NIGHTS IN THE YEAR ENDED JANUARY 2018, PASSING THE EIGHT MILLION MARK FOR THE FIRST TIME This is at an annual growth rate of 4.7 percent, which is well ahead of the total guest night growth rate of 2.5 percent.

Looking at the year ended result by region, standout performers in annual guest night growth were Fiordland/Southland with 68 percent, Hawkes Bay 21 percent and Wanaka 14 percent. Taupo with 13 percent growth along with Rotorua and Taupo both with 12 percent also have had a great year.

We are now planning ahead for a year with no World Masters Games and no British and Irish Lions Tour. It will mean that many holiday parks, and other businesses, will be working hard to fill the available space over the winter months. One strategy available to our members is to adopt a much more aggressive approach to dynamic pricing. Parks must ensure that the rates that they are charging are appropriate to the demand on that particular date.

Another long term challenge that all businesses must be planning for is the government's policy to raise the minimum wage to $20 per hour by 2021.

This represents a 21 percent increase from $16.50 as at April 1, 2018. There will be a cascading effect with those paid above the minimum wage seeking increases to maintain pay relativity. We are encouraging our members to start planning now for this increase.

Two areas of focus for the holiday park sector are Sustainability and Seasonality. They are of course linked and provide our sector with an

06

ACCOM MANAGEMENT GUIDE

enormous challenge. We have the greatest seasonality curve of any accommodation sector and if we could just match the seasonality of motels, hotels and backpackers we would double our guest nights.

Fergus Brown

We have to be innovative when looking at how we go about addressing seasonality. We must target new segments and provide a better range of product to attract a wide group of customers. New Zealand tourism is experiencing record growth and holiday parks can provide new options for visitors. We currently run at just on 20 percent capacity nationally and so there is plenty room for additional visitors.

Last year Holiday Parks New Zealand (HAPNZ) and our 300 member holiday parks committed to contributing to Predator Free 2050 by adding our support to the work of the Predator Free New Zealand Trust.

We see Predator Free 2050 as an aspirational New Zealand-wide project to rid the country of possums, rats and stoats by 2050. It is too important not to get involved and want to work with other organisations, communities, iwi, and the public and private sectors.

Predator Free 2050 will deliver huge benefits across New Zealand – for the social and cultural links with our environment, for our regional economies through tourism and for our threatened native species. Holiday parks are often located in very special parts of New Zealand and we have a responsibility to do what we can to spread the predator free message. ■

By Fergus Brown, Chief Executive, Holiday Parks Association of NZ

NOVACANCY ACCOMMODATION BUSINESS EXPO @ ICC SYDNEY EXHIBITION CENTRE, 17-18 JULY 2018

industry i HospitalityNZ Report:

Tidal legislation – rolling in and out with the times Vicki Lee

ANY NEW GOVERNMENT WANTS TO MAKE ITS LEGISLATIVE MARK QUICKLY, AND THE CURRENT GOVERNMENT IS NO EXCEPTION As a result, we have recently been gainfully employed, making sure the hospitality sector’s voice is heard as various policy settings regarding employment relations get tweaked.

Some have called these tweaks ‘tidal legislation’. For the uninitiated, this is legislation that rolls in with one government and out with the other, in with one and out… you get the picture.

Our recent submission on the Employment Relations Amendment Bill certainly felt very tidal, with many saying they had been here before.

The amendments were in regard to the 90-day trial period, restoration of statutory breaks, making reinstatement the primary remedy to unfair dismissal and the strengthening of collective bargaining and union rights.

Nationally, the hospitality sector consists of 21,345 enterprises in almost 23,000 geographic locations. These enterprises employ just under 164,000 people with 92 percent or 19,674 of these enterprises employing fewer than 20 staff. As such, any changes to employment legislation that has the potential to reduce flexibility and add unnecessary process will impact almost the entire hospitality sector.

We are all for the hospitality sector being good, if not great, employers but margins are tight and the need to be fleet of foot when it comes to employing, managing and retaining staff helps protect those narrow margins. It also protects employees, as businesses remain sustainable which means people stay employed.

We are pleased the government has retained the 90-day trial period for employers with fewer than 20 employees. Although, we would like to see it extended to ‘fewer than 50 full time equivalent staff’ as this would cover those businesses that upscale from a small team to big(ish) one at certain times of the year. With unemployment at just 4.5 percent it can be really difficult finding suitable staff. This makes the 90-day provision an important employment tool for the sector as it gives employers the confidence to take a punt on hiring someone who might not tick all the boxes on the job description but who shows potential.

A couple of tweaks we are less enamoured about are the restoration

of rest and meal breaks and having reinstatement as the primary remedy to unfair dismissal. The rest and meal breaks are workable, it just means those engaged in the dark art of compiling the weekly roster will have to use even more wizardry to ensure the entire kitchen brigade doesn’t have to down tools for a ‘compulsory break’ during peak service.

As for reinstatement as the primary means to unfair dismissal, we think this is flawed. This option is infrequently used in law and reinstatement is often the last thing either party wants when the relationship has deteriorated to the point where a personal grievance claim is on the table.

The amendment bill also strengthens collective bargaining and union rights, a subject requiring its own full column so I’ll save that for later.

In the meantime, Hospitality NZ will continue to do what it does very well - ensuring the views and concerns of the industry are clearly understood and articulated at the Beehive end of town. ■

By Vicki Lee, CEO, Hospitality NZ

NEW ZEALAND WIDE Manufacturers, Supplier and Installers of Soft Fur nishings CURTAINS • BLINDS • FF&E • TURNKEY

HOTELS & SERVICED ACCOMMODATION

STUDENT ACCOMMODATION

RETIREMENT ACCOMMODATION

FURNISHED APARTMENTS

We have earned a reputation of delivering FF&E that lasts the test of time.

We provide inspiring and liveable spaces for student common areas and rooms.

We provide customised industry specific ergonomics and aesthetic furniture.

Our packages enable unit owners to earn or occupy from date of settlement.

Ph Tony: 03 366 2 8 1 6

Ema i l : t o ny @ a d mire c o m m e rc i al .c o .n z

GET YOUR FREE TICKET AT NOVACANCY.COM.AU WITH CODE: AMGNZ

CREATE • INSPIRE • ADMIRE AUTUMN 2018

07

m management Atmosphere:

Your lobby music is terrible IT MIGHT SOUND WEIRD... BUT HERE'S SOME ALTERNATIVES TO ANNOYING (OVERPLAYED) LOBBY MUSIC THAT YOU AND YOUR GUESTS MIGHT LOVE (A LOT)!

Listen, there's a reason 'elevator music' shouldn't leave the elevator... and that's because it's only bearable in small doses. Staying at a boutique hotel in Melbourne recently... I climbed down to the main lobby - laptop, charger, bag and phone in-tow - to find coffee, good lighting and somewhere to focus. I sat down by a window; comfy seat, good coffee, nice desk, even a decent view.

But after five short minutes, my attention dissipated into the loud, droning whalelike house music pumping through the tiny speakers dotted around the ceiling.

3. Talking heads

I lasted an hour before I had to escape and find a silent library.

Sure, not every guest is going to spend much time in the lobby but there are plenty who will - particularly if you have a bustling hive of activities, long check-in queues, or frequent business guests. Then there's the staff. And you. Life is too short to put up with bad music. Here's some audio alternatives for your lobby or common area spaces:

1. Soundscape Definitely not whale music. Did you know there are eight-hour YouTube videos that just play the sounds of a forest, or a calm river, or a windy sea, or a playful beach? If you're ten minutes away from the beach but don't have beachside views, or you're a rural B&B and want to mimic the nature surrounding you... These soundscapes are the perfect way to set an ideal tone for your guests. Not only are they relaxing but they create an atmosphere. Keep the volume low and guests won't even realise their ears are being duped. The trick would be to pick something in-keeping with the vibe of your location and property. Amplify nature.

2. ASMR Heard of ASMR? It means 'autonomous sensory meridian response' and it's extremely popular online. The idea is that certain sounds, played quietly enough, trigger positive and soothing emotions. There are whole channels on YouTube, with millions of subscribers and views, dedicated to ASMR videos. They range from generic white noise to soft tapping, wind chimes and whispering. While the latter might be a little bit weird, to say the least, in a hotel setting there are some ASMR soundtracks that could work really well. For example, if you have a business area, with desks or computers or even a reading room with newspapers - it can feel a little cold or intimidating. ASMR that mimics the sound of a tea room or library (pages turning, muted echoes, light teacup clattering, fires crackling, etc.) could just warm the place up and make it a more inviting space.

08

ACCOM MANAGEMENT GUIDE

There's a few reasons why airports and many high-end hotels play the news on big TV screens in their lobby/waiting areas. Obviously there's the assumption that visitors will want to keep tabs on current events, but it also gives off an air of professionalism and keeps people occupied if there are long queues or delays. The downside to the news, for accommodation providers, is that it's quite depressing for the average holidaymaker. A great alternative would be something equally talkative and interesting but more positive, or life affirming. You can stream any number of 'roundtable' style panels or interview shows online to display for guests, create an infinite playlist, or simply play a podcast through your audio system. Nothing too loud or invasive, just some light, engaging discussions to maintain a lively and professional vibe.

4. Make 'em laugh ... Or at least entertain the kids. While cartoons are an assault on the ears to most, there's something fun in nostalgia and if you hit the right tone, playing black and white cartoons (even on mute) or classic films/musicals at a very low volume, could be a quirky way to brighten up your lobby.

You can find a tonne of old school comedies and movies all the way back to Charlie Chaplin on most streaming services (Netflix, Stan, YouTube, SBS online, etc.,). A lot of the musicals will work on audio alone as well, so you don't need to have a big screen.

I once stayed in a little Sydney hotel that had a projector screen playing back-to-front Westerns in a little room just away from the lobby. Loud enough to draw your attention to the quaint little sofas and lamps; people would drift in and watch for a few minutes, sometimes order a drink, but most would find it a charming quirk and carry on with their check-in smiling.

Got any other nifty little audio ideas for your lobby? Better yet: tell us what you like to listen to. â–

By Rosie Clake, Editor

NOVACANCY ACCOMMODATION BUSINESS EXPO @ ICC SYDNEY EXHIBITION CENTRE, 17-18 JULY 2018

m management Direct Booking Issues:

The big problems with booking direct

CONSCIOUS OF THE IMPACT ON ACCOMMODATION PROVIDERS, I DECIDED TO BOOK A RECENT TRIP DIRECTLY THROUGH HOTEL WEBSITES. TO MY DISAPPOINTMENT, THE PROCESS WAS NOT A SIMPLE ONE. Booking directly through a hotel website comes with some significant benefits, not only to the accommodation provider, but also to the guest.

I figured my booking would be more secure, that follow up contact would be easier, and that the booking process would go without a hitch. While I stuck to my decision to book via hotels websites, I became acutely aware of the reasons travellers would choose to use an online travel agent.

Instead of searching for a hotel, looking at its website and booking then and there, I found myself with multiple tabs open in my browser, undertaking my own research at the cost of a great deal of time. While the booking pages on most sites worked perfectly well, the information provided left much to be desired.

Here are a few areas in which hotels might be able to improve when it comes to web content - which many OTAs are already getting right.

Location If a guest is travelling to an area they know well, location isn't a big problem. However, for guests travelling to a city or country for the first time, they don't necessarily know that a hotel location is central without being told.

Many a hotel website I viewed a) could not tell me how far it was from the city centre, b) whether there were any nearby attractions and c) did not include a map to show me where it was in relation to other hotels and points of interest. A quick look at an OTA website unveiled exactly how many metres that hotel was from the city centre (and how long it would take to walk), listed a number of popular local restaurants, attractions and places of historic significance, and also showed me where it was on a map.

10

ACCOM MANAGEMENT GUIDE

Trusted customer reviews While many hotel websites include guest testimonials, I found it hard to believe that they had never experienced a negative review. Like many guests, I'm not turned off by a couple of bad reviews - in fact, I'm encouraged by them.

Customer ratings do more for me than any description a hotel website could give. No hotel will openly claim to have poor service, a dodgy restaurant or poor air conditioning - and rightly so. However, there's something to be said for including genuine reviews on a hotel site.

While it would be counter intuitive to link to reviews placed on OTA websites, reviews on Google are well trusted and can be easily embedded or linked. It shows guests that a hotel is confident in its service, wants to give guests well-rounded insight, and is willing to take on feedback. Hotels would do well to reply to Google reviews, showing prospective guests that they appreciate great feedback and take suggestions on board.

Best price guarantee I was surprised by how many sites offered prices significantly lower than those provided by hotel websites. Even with added booking and payment costs, it often appeared cheaper to book through an OTA rather than a hotel website, particularly with sign-up discounts and added services.

Ensure that your website clearly states that you offer a best price guarantee, or even better - beat it by 10 percent.

Translation For guests booking an international holiday, language can be the biggest barrier to booking directly. OTAs are great at translation, making the booking process simple and trustworthy for potential guests.

Take a look at your website translation. If the automatic translation is poor, it may be worth checking what countries are viewing the website most and providing a drop down language menu at the top of the site.

NOVACANCY ACCOMMODATION BUSINESS EXPO @ ICC SYDNEY EXHIBITION CENTRE, 17-18 JULY 2018

management m

Photo gallery Lastly - why are good hotel photos so hard to find? I'm not talking about quality, composition or editing. I'm talking about getting a real feeling for the hotel's atmosphere and offering.

While all the hotel websites I visited had photos of guest rooms and basic facilities, I found myself searching for the real hotel photos. OTAs often feature photos from guests, which leave much to be desired in terms of quality, but genuinely show the state of the hotel and what it has to offer.

While hotels are unlikely to feature guest photos on a website (for good reason), perhaps it's worth embedding social media accounts such as Instagram to allow guests to see more photos of what the hotel offers.

Include photos of the food served at the hotel restaurant, the view from guest room windows, a family having a fun day at the pool, or cocktails coming out of the bar. Don't forget the value of people. Guests don't want to visit an empty hotel, so try and incorporate some life in your photo gallery.

While there's no doubt that direct booking can be positive for both hoteliers and guests, some hotel websites have a long way to go before they become the 'booking engine' of preference. What other areas are lacking in hotel sites? ■

By Lauren Butler, Industry Reporter

LUXURIOUS & ECOLOGICAL

now that‛s a solution!

ECOKNIT® - THE WORLD’S LEADING TOWELLING IS BOTH LUXURIOUS AND ECOLOGICAL • EcoKnit’s unique construction means more cotton pile on the outside so more luxury feel and absorbancy for your guests.

• With reduced drying times and less energy consumed in each cycle your bottomline increases. EcoKnit® is the most energy efficient cotton terry towel in the world today.

• Economic - Long-lasting EcoKnit® at least twice the life of other toweling.

Save $$$ and the environment CALL TODAY FOR YOUR FREE SAMPLE Office

Paul

Michelle

09 431 5199 0274 955 532 0274 955 447 www.ecoknit.co.nz | www.confidentcarenz.co.nz GET YOUR FREE TICKET AT NOVACANCY.COM.AU WITH CODE: AMGNZ

AUTUMN 2018

11

m management NoVacancy Accommodation Business Expo :

The Australian accommodation industry’s first national trade show, a must-attend!

REFRESH YOUR GUEST EXPERIENCE; REENERGISE YOUR OPERATIONS; MODERNISE AND OPTIMISE YOUR PROPERTY; MAXIMISE PROFITS. Book a complimentary ticket now at novacancy.com.au using the code AMGNZ. 17 – 18 July, 2018, ICC Sydney Exhibition Centre, Darling Harbour.

What happens when you bring the biggest gathering of accommodation industry decision makers from across the region, to the largest convention and exhibition centre in Australia, with hundreds of product and technology suppliers showcasing their solutions, and more seminars than any industry event in the country?

You finally get a national trade show for the industry. Meet the NoVacancy Accommodation Business Expo coming this July to Sydney.

Trade show vs conference – what’s the difference?

You’ll be well aware of the conference format, you pay hundreds sometimes thousands of dollars to attend a program of speakers (usually all in one track/room), an included lunch and some great networking.

12

ACCOM MANAGEMENT GUIDE

You need to block out one to two full days, and if there’s a session you’re not interested in, you’ll likely spend it checking your emails, or even on Facebook!

So what is a trade show? Free-to-attend for industry professionals, at the heart of a trade show or ‘exhibition’ are products and services that can help you run a better business.

NOVACANCY ACCOMMODATION BUSINESS EXPO @ ICC SYDNEY EXHIBITION CENTRE, 17-18 JULY 2018

management m

Thousands of them, from hundreds of suppliers from all areas – world class technology and software, marketing & branding, interiors and refurbishment, through to essential services you procure every day – a one-stop shop for running and improving your property.

It’s your opportunity to walk through technology demonstrations, unearth full ranges of products, and ask the hard questions that relate specifically to your property type. And then there’s seminars, for free, and plenty of them. At NoVacancy this July there are more than 45 planned seminars spread across four separate theatres covering a wide variety of practical, tactical learnings you can implement in your daily role.

Pick and choose the sessions that suit your availability and your interests.

Who’s already registered to attend?

From across Australia, New Zealand and the Pacific, thousands of owners, managing directors, general managers, hotel managers, revenue managers, sales and marketing heads, housekeepers, IT departments, F&B managers, developers, interior designers and architects. From motels, motor inns, boutique hotels, lodges, large hotels, resorts, retreats, serviced apartments and casino’s. ■ Join them with a complimentary ticket at novacancy.com.au using the code AMGNZ.

GET YOUR FREE TICKET AT NOVACANCY.COM.AU WITH CODE: AMGNZ

AUTUMN 2018

13

p profiles

Haka Hotel K'Road Apartments:

Haka Hotel K'Road, Haere mai (welcome) guests HAKA HOTEL K'ROAD APARTMENTS OPENED LATE LAST YEAR, ADDING CHARACTER, FUNKY STYLE AND AFFORDABLE LUXURY TO THE HEART OF AUCKLAND'S VIBRANT CENTRAL DISTRICT.

it in Auckland, Hannah explained: “The pastel LED light display is a different colour on each balcony and every apartment has its own colour, giving our hotel a quirky point of difference and an eccentric history.”

On a more serious design note. A great deal of time and energy was used to make the hotel as eco-friendly as possible. Hannah proudly stated: “We have in-room recycling, all our daily cleaning products are made from natural products (palm oil free and NZ made), we have LED lighting and we also recycle all our Nespresso pods! Our aim is to leave as little environmental footprint as possible.”

Next to the famous pink cycle path, this 11-storey building certainly makes a colourful impression. Its convenient location (in the entertainment district) with stunning harbour views, makes for the perfect city centre sanctuary. Hannah Barnell, the general manager for Haka Accommodation, Hannah Barnell told us: “As with all Haka hotels our K'Road Apartment Haka Hotel’s one and two-bedroom suites combine fresh modern style Hotel is carefully crafted to maximise guest experience through our with luxurious comfort, and each of the guest rooms are designed with unique blend of personalised service, contemporary design, and ultratoday’s sophisticated traveller in mind. With new technologies wooing modern technology.” guests and the provision of spacious balconies with stunning views, Inspired by a vibrantly lit bike path, the hotel’s spectacular LED light comfortable executive mattresses and luxurious rain head showers as display design is a stroke of creative genius. There's nowhere else like standard features, this hotel is seriously built for on-going success.

Supplier of choice to Haka Lodge for; Corporate Euro Top Bed Sets • Dreamticket ‘Bliss’ Pillows • Dreamticket ‘Dream’ Pillows Dreamticket 400gsm Coral Fleece Blankets • Dreamticket Duo Plus Mattress Protectors Dreamticket Loft Comfort Toppers • Dreamticket Snug Quilts • Quilted Pillow Protectors Statesman Port-A-Cots • Ironing Boards • Cutler Kitchenware (full suite) • Plus More

14

ACCOM MANAGEMENT GUIDE

0800 836 335 vendella.co.nz

NOVACANCY ACCOMMODATION BUSINESS EXPO @ ICC SYDNEY EXHIBITION CENTRE, 17-18 JULY 2018

profiles p

An absolute accommodation gem, and not just because of its cool design vibe

An absolute accommodation gem, and not just because of its cool design vibe.

Haka Hotels pride itself on “genuine customer interaction that balances both personalised assistance and non-intrusive service”. The superb level of service, according to Hannah, is only achieved because the staff team led by Hannah McAlpine, is passionate about New Zealand and has a wealth of local knowledge.

GM Hannah said: “Our team leader, Hannah (AKA Dave) was born and raised in New Zealand - a true kiwi. She has worked in the field of hospitality both in NZ and abroad, and her wealth of experience, combined with the affability of her character, renders her a resolute and personable leader. Most importantly, it is Hannah’s passion and love for her role that delivers an enthusiastic and professional team, and therefore the best experience for our guests.”

The opening of a brand-new hotel at the height of summer 2017 and being almost completely full throughout the summer months *cough* came with a just few challenges for the team!

GET YOUR FREE TICKET AT NOVACANCY.COM.AU WITH CODE: AMGNZ

AUTUMN 2018

15

p profiles Haka Hotel K'Road Apartments:

and chosen all come together so well, in one room.

“We worked hard to ensure all the rooms were perfect and 100 percent ready, as well as the operational side of the business. We had to make sure all staff were confident and trained, and procedures were in place to handle any tricky situations.”

From maintenance issues to learning about the clientele and their needs...

Hannah revealed: “We certainly had to hit the ground running! The biggest challenge was opening - but hey, whoever said you need to walk before you run?”

“It was a very exciting time and seeing the rooms come together was a very satisfying experience for us. We did not use a design company, so it was amazing to see all the furniture and furnishings that we had curated

Since opening, the hotel has been very popular with both staff, guests, and visitors, with many great online reviews and positive feedback.

Hannah concluded: “We have had a wonderful reaction from our guests, which has been extremely rewarding.

“But you must always strive for more, so we are constantly looking to stay ahead of the game and examine ways to improve our guests’ experience, we are always taking on board suggestions and ideas from our lovely guests and dedicated staff.” ■

Vendella helps Haka Hotel Apartments maximise guest experience The new, modern and stylish Haka Hotel K'Road Apartments in Auckland required a broad range of products for their guest bedrooms, bathrooms, lounges and Kitchens.

told us: “As always, quality, fit

General manager of accommodation industry supplier Vendella, Luke Brodie

reviews – surely these are the

16

and function was our focus and we supplied products that matched the signature of the Haka brand. The final result exceeds guest expectations and brings positive guest key desires of any property manager!

ACCOM MANAGEMENT GUIDE

“Due to the popularity of Haka Hotel Apartments in central Auckland, high occupancy rates were expected so the emphasis was on easy care, functional products that promoted efficiency while being made to last.”

from the hotel that it was a “well

According to Luke the feedback

fails, it happens every time.”

planned and executed fit-out” has been very rewarding for the team. He advised: “Do your refurb right and your ratings climb, the reward comes. Cut corners or costs and your rating

NOVACANCY ACCOMMODATION BUSINESS EXPO @ ICC SYDNEY EXHIBITION CENTRE, 17-18 JULY 2018

p profiles Heritage Queenstown Hotel:

Heritage Queenstown Hotel installs SKY Guest Select

HERITAGE QUEENSTOWN IS AN AWARD-WINNING HOTEL THAT SITS AT THE PRISTINE END OF QUEENSTOWN WITH OUTSTANDING VIEWS OF LAKE WAKATIPU AND THE REMARKABLES.

years in hotel management. His assignments have been challenging and diverse, from being the opening manager of a large international hotel property in Papua New Guinea, to resident manager of a large resort complex on the Gold Coast of Australia.

He told us: “I was attracted to the role at Heritage Queenstown due to the Heritage Hotel Group having such a reputation for innovation, from its own unique H.O.P.E customer philosophy, through to its tranquil bed concept and leadership in special dietary cuisine including plant-based (vegan) meals. The property is stunning, and we have a loyal clientele who love to visit us winter or summer.”

It is popular year-round and caters to discerning leisure guests and ski clientele, as well as conference and incentive business guests.

This charming hotel boasts breathless alpine vistas and views of the rippling waters of Lake Wakatipu.

Mike Garvey

Crafted from centuries-old schist stone and cedar, it is a comfortable and sophisticated establishment - the perfect place to mix business and pleasure.

The property has well-appointed deluxe rooms through to selfcontained suites. Hotel facilities include popular Mackenzies restaurant and bar, a swimming pool, sauna and health club on site.

The hotel’s design award-winning Icon Room caters for conferences of up to 150 delegates.

Mike Garvey has been the general manager of Heritage Queenstown since 2016. He has a wealth of hospitality experience, with over 20

18

ACCOM MANAGEMENT GUIDE

Guests are quick to tell you when things are not right, but I have to say the feedback has been excellent now that we have 50+ channels on demand

NOVACANCY ACCOMMODATION BUSINESS EXPO @ ICC SYDNEY EXHIBITION CENTRE, 17-18 JULY 2018

profiles p

Heritage Queenstown’s guest room entertainment system recently changed to SKY Guest Select – we asked Mike why?

“Our MATV system was due to be updated, but we realised most of our guests had better systems at home. We needed an update from analogue, we wanted to remove the pay-to-view movie option and offer our guests more choice, plus superior screen resolution. Of course, we wanted this to be done as cost effectively as possible because with technology changing so rapidly, our in-room entertainment guest offering will need constant review and may require intensive capital investment to keep up.

“Sky’s installation team from Auckland, Chris Shaw and Brendon Brownie and Robert Skilton, our local contractor from Te Anau worked closely with our hotel operations team to ensure the systems were updated quickly with minimal impact to guests. This is a popular hotel that operated with close to 100 percent occupancy throughout the installation, so it was a challenge! We successfully overcame this by running two systems in tandem, to prevent any guests being inconvenienced.”

BEST WISHES J^[ IAO 8ki_d[ii Yh[m [nj[dZ X[ij m_i^[i je C_a[ WdZ j^[ j[Wc Wj j^[ >[h_jW][ Gk[[dijemd$ We look forward to working alongside them to bring their discerning guests the best in TV entertainment.

How have your guests reacted to the change?

GET YOUR FREE TICKET AT NOVACANCY.COM.AU WITH CODE: AMGNZ

ACCO Y•

O MM D

DUSTR N

Mike added: “Our hotel maintenance team has feedback that the new system is very easy to manage. Our front desk is also experiencing less queries from guests on how to use the system, especially now that its managed through the single SKY remote.” ■

Call us today on 0800 759 333 or visit guestselect.co.nz to find out how SKY Business can work for your property.

ION•I AT

“Guests are quick to tell you when things are not right, but I have to say the feedback has been excellent now that we have 50+ channels on demand. All previous guest feedback regarding poor quality image resolution has also disappeared. We managed this without changing the TVs, just the digital headend this has successfully updated the presentation to our guests.”

2018 MEMBER

AUTUMN 2018

19

p profiles Wyndham Garden, Queenstown:

Wyndham Garden, Queenstown: rises from The Remarkables WYNDHAM HOTEL GROUP IS PLEASED TO PRESENT ANOTHER UNIQUE PROPERTY DEVELOPMENT; WYNDHAM GARDEN, QUEENSTOWN, NEW ZEALAND. Open in April 2018, the superbly appointed property comprises of 75 serviced apartment suites, 55 residential apartments and six prime retail and office units.

AMG readers have been anticipating the arrival of this new hotel, so I spoke to Roger Taitt, director of sales and marketing for Ramada Hotel & Suites New Zealand, to find out more…

With many new accommodation open or under construction in Queenstown due to high demand, I asked Roger to describe this hotel’s points of difference. He said: “This is the first Wyndham Garden hotel in New Zealand and it’s an exciting step for the brand; after all, where better to enter into a new market than exciting and adventurous Queenstown.”

“Remarkables Park is just moments away from Queenstown Central therefore it’s a fantastic place to stay while being close to the airport and all the main tourist highway routes.”

The hotel is certainly ideally located, with New Zealand’s premiere ski fields and a host of adventure activities on its doorstep - the perfect place for a snow holiday or an action-packed getaway. The hotel is equipped with everything guests need to experience the very best of the surrounding area and get the most from their trip.

20

ACCOM MANAGEMENT GUIDE

Wyndham Residential

Furthermore, being next to Queenstown’s airport and close to the area’s ski slopes and Lake Wakatipu, it is ideally positioned for visitors to enjoy many adventures throughout this picturesque part of the South Island.

Roger added: “Our wonderful location is definitely another point of difference. It’s a calm escape away from busy central Queenstown, but an adrenaline rush is never far away, with mountain climbing, rafting, skydiving and parasailing all based within 25km of the hotel. A golf course is just down the street, and a range of restaurants, bars and nightclubs are also close by.”

NOVACANCY ACCOMMODATION BUSINESS EXPO @ ICC SYDNEY EXHIBITION CENTRE, 17-18 JULY 2018

profiles p

Wyndham Garden studio apartment

The hotel features 75 rooms, a mix of hotel studios and apartments, and is the first part of a two-building complex that also brings much needed residential accommodation to lively and popular Queenstown.

Each apartment is stylish and spacious, incorporating a fresh modern design with contemporary furnishings, flat screen tv, appliances and complimentary wifi. And beware, the hotel has a fresh and funky feel but still fits in with the majestic mountain environment. The interior design plays on the ‘garden’ theme inherent in the brand, with plenty of greenery throughout. The hotel also features a gym, conference/ meeting room and extensive food and beverage offerings.”

Karen Barr and Gary Hyde have been appointed as the hotel’s general managers. Karen was the front office manager at the Duke of Marlborough in Russell for eight years, having previously honed her skills in all facets of hotel management. Karen is originally from England but has spent 16 glorious years in beautiful NZ. Gary, is a New Zealander by birth and has varied hospitality experience. Prior to this role he worked in Northland at Kauri Cliff Golf resort as greenskeeper assistant.

Roger said: “We are fortunate to have them both; they have been working at Ramada Christchurch, as general managers for the

Appliances supplied to Wyndhan Gardens

by Eurotech Design Proud suppliers to Safari Group

GET YOUR FREE TICKET AT NOVACANCY.COM.AU WITH CODE: AMGNZ

43-hotel complex for the last two years and are doing great job.

They have shown excellent communication skills, and their biggest strengths arecustomer interaction and their abilities to deal with and resolve issues effectively. I consider them to be very talented team leaders, trainers, and mentors.”

Finding excellent staff can be a challenge in Queenstown, because of the size of the population and the huge number of tourists attracted to the area. However, the team of professionals they have been able to put together is impressive.

Roger stated: “Our incredible team is showing an absolute commitment to high service standards. You can only meet guest expectations if you employ and retain happy, committed and enthusiastic staff.”

Searching far and wide, they have managed to find the perfect front desk team to represent the brand in the NZ market. The have succeeded in collecting a team of individuals who focus on perfecting their customer service skills, with the whole team committed to the same goal: to provide excellent service. “We also have great team of leaders and mentors, they lead by example and are passionate about hospitality and tourism” added Roger.

Showroom Located at: 604 Rosebank Road, Avondale P: 09-377-7523 E: sales@eurotechdesign.co.nz W: www.eurotechdesign.co.nz

AUTUMN 2018

21

p profiles Wyndham Garden, Queenstown:

This impressive development has risen from the dramatic backdrop of the stunning Remarkables mountain range, in-keeping with the naturally breathtaking environment and NZ South Island style. It is a pleasure to see how the building and the environment successfully coexist, in terms of design.

With a real feeling of atmosphere and life now in Remarkables Park, each new development only adds to this. People are being drawn to the area as it grows, its residents and visitors are looking forward to the final reveal of the project.

So far, the project seems to have gone smoothly but surely there have been some challenges along the way?

Roger replied: “Our main challenge is time, we haven't been able to build the hotel fast enough! Queenstown overflows with tourists and we would have loved to open the hotel prior to the busy summer season to provide this fantastic option for guests. However, we will be successfully opening April 2018.”

What is Roger most excited about? “Absolutely everyone is excited, we are all looking forward to officially opening the hotel and our launch event in August/September 2018.” ■

By Mandy Clarke, Industry Reporter

Furnz Group is a leading interiors business specialising in integrating all your space requirements.

Furnz connects hotel interiors to nature New Wyndham Gardens Hotel, Queenstown presents custom interiors

by Furnz.

Maree de Latour, design director of Furnz, proudly told us: “We provided all the FF&E items for this stunning new accommodation in Queenstown. This included furniture, decorative lighting, art, mirrors, soft furnishings, kitchen equipment and small appliances for all the rooms, apartments and lobby.”

Furnz worked with Pam Taylor from Safari Group to ensure interiors fitted the brief and overall vision for the property. Industry supplier, Furnz selected items prioritising durability and ease of maintenance.

Maree explained: “The hotel brand signature includes a “garden” theme that inspired the artwork choices, use of warm timber and key elements of green,

Talk to us now about helping you create inspirational spaces.

25 Broadway, Newmarket, Auckland 1149 t +64 9 377 8616 | e info@furnz.com

22

ACCOM MANAGEMENT GUIDE

furnz.com

incorporated throughout fabrics and decorative items.”

Impressive pieces of custom-made timber furniture punctuate the rooms along with schist and timber bedside lamps. The hotel’s collection of art from talented NZ photographers, was chosen to reflect the breathtaking beauty of the area.

Maree added: “The best accommodation's strive to provide guests with a relaxing experience, to reduce stress and improve wellbeing by connecting to the local natural environment.

Wyndham Gardens Hotel has fully embraced this concept with the impressive interior space, we helped create.”

NOVACANCY ACCOMMODATION BUSINESS EXPO @ ICC SYDNEY EXHIBITION CENTRE, 17-18 JULY 2018

marketing m Website Tools:

How guests decide whether to buy on your hotel website PSYCHOLOGY PLAYS A DEEPER ROLE IN ONLINE HOTEL BOOKING DECISIONS THAN YOU MAY THINK, PARTICULARLY WHEN IT COMES TO BUILDING TRUST AMONG HOTEL CONSUMERS.

experience of meeting your client in person at your office or storefront, you need to find the online aesthetics instead that trigger the same associative customer trust.

And creating that trust, experts say, is not as simple as just touting your brand affiliation or TripAdvisor rating. Ultimately, your sales will suffer if you fail to foster trust with your hotel website visitors and give them psychological motivation to buy. According to a recent Western University study recently discussed in the Harvard Business Review, that begins with understanding the two methods of reasoning customers use when making online purchases, depending on the level of risk involved with that decision.

Here are three proven ways to build trust and increase your hotel website conversion rate:

Parallel processing There are two different, yet complementary ‘parallel’ means in which humans decide to buy. On the one hand, potential customers use logical, rules-based ‘deliberative’ system of reasoning when making small, low-risk purchases. That means that when buying lower-priced items online, shoppers are mostly looking for the standard signs of business legitimacy, like a secure checkout, a strong search-engine presence, online reviews, etc. Buying in this situation is a deliberate, informed choice that satisfies a very basic customer need.

But for more expensive, complicated transactions where personal comforts are associated (i.e. hotel stays), humans tend to rely on what is called ‘associative’ reasoning, which is far less structured and rulesbased than the deliberative process. Associative reasoning relies more on the individual’s own intuition and personal experience, and here is where building virtual trust becomes so important. Instead of creating a bond in person through your sales charisma and the reassuring GET YOUR FREE TICKET AT NOVACANCY.COM.AU WITH CODE: AMGNZ

But how?

Actually be authentic You’ll never connect with consumers with a generic, cookie-cutter hotel website that fails to convey a xstory. But there are also a number of subtle visual cues, as well as content features, that can go a long way toward enhancing a sense of authenticity that eases suspicion and fosters trust. Some useful tips include:

Be truthful Travellers are no longer drawn to sterile facts, puffy promises of a wonderful stay or mentions of your recent industry awards. They want to be a part of something that intrigues them, connects with them and gives them something to brag about. Telling a meaningful, truthful story is what can truly attract travellers.

Correctly telling your story means knowing your audience, being honest about your assets and getting all stakeholders into consensus about your property’s unique identity, so you can convey it poignantly across all marketing channels.

Also, be truthful in how you tailor your messaging, language and imagery. Avoid using models in photos who don’t look anything like your typical visitors. And write your copy with language that speaks to your intended audience.

AUTUMN 2018

23

m marketing Franchising:

The positives of franchising for franchisees THEY CALL IT A ‘MODEL’ FOR GOOD REASON; THERE’S A LEVEL OF PROFESSIONALISM, SHOWMANSHIP AND INFLUENCE THAT COMES WITH A FRANCHISE.

Been there, seen it all Many independent owner-operators and managers come into the industry fresh from completely different careers, learning the accommodation ropes as they go. Franchises are well-versed machines that, in many cases, have been operating accommodation in New Zealand for decades.

They tend to offer in-house training and ongoing support where needed; they have a wealth of information and have ‘been there, seen it all’, which offers reassuring appeal to new faces in the sector. Not to be sniffed at either, being part of a franchise network means that operators have a network of other operators they can connect with, vent to, advise and receive tips from. The management tiers that come with many of the franchise chains also provide a support system for any issues that arise whether it’s trouble with an OTA, a guest or the property itself.

exclusively to guests, to one that includes not only fellow properties but a much wider vicinity of local business.

Venturing out into the big, wide world When it comes to the ‘little guys’ in more rural areas, particularly the independent properties, trying to stand out on online travel agencies and social media to target a fair share of guests is an uphill climb. Of course, there are ways – whether outsourced or in-house – that independent properties can maximise outreach, and very special properties can try to rely on word of mouth. However, joining a franchise solves a lot of the problems independent owner-operators face. Many look to join a franchise because they crave access to more extensive marketing and booking parameters that these networks can ideally offer. In that same vein, choosing a franchise to join has its own set of complications but the key factor in the decision-making process should always be, ‘which franchise best suits my property?’.

Cross-sell, up-sell, marketing as well

Sharing tips and tricks with properties similar to your own that are scattered across the country but share a common interest in being part of the same brand, is a luxury when you are used to viewing your neighbours as the competition. It expands the notion of loyalty from a concept limited

Franchise networks frequently boast some sort of loyalty network of scheme. For guests, this incentivises them to stick to a particular brand; for franchises, this means repeat business and shared guests with other franchisees.

Avoid stock photography

meeting planners). If possible, include a photo of the person leaving the review, which enhances the perceived legitimacy of the testimonial

Those dull, lifeless stock images that are used all too often on the web do little to motivate buyers or convince them they should do business with you. Instead, try and use your own unique photos. If that means hiring a professional photographer in order to create quality images, then go ahead and budget for that. And most importantly, every hotel should be capturing guest-generated content and repurpose it across every marketing channel

Get hyper-local Give visitors the most authentic personalised content and recommendations you can. Offer ‘staff picks’ on great places to eat, inthe-know events and other local suggestions that go beyond the typical tips already available online for your area. Position your hotel website as the epicentre of the destination!

Provide social proof Social proof can have a huge effect on building trust, because it taps into that fuzzy human logic that drives associative reasoning, including the fear of missing out (FOMO). Some core methods of providing social proof include: Celebrate past guest experiences on social media Travel consumers are heavily influenced by ‘social proof’ (this is why TripAdvisor is so popular). By sharing past guest stories, reviews (and best of all videos) on their hotel’s social media channels, you can turn your past guests into a perpetual army of experience evangelists.

Harvest their good times!

Media labels Showcase awards on your hotel website from the reputable news or travel industry organizations who’ve recognized your property. The equity of these organisations creates buyer confidence at a quick glance Partner logos Also display the logos of the businesses and organisations you partner with, even if they are smaller, less easily recognised brands. This bolsters credibility and draws other partners and customers to you Create helpful content Research has shown that people are more likely to do you a favour if you do something for them first. In marketing, this is called reciprocity, the principle of give and take. If you offer something of value upfront, travellers will have an innate desire and obligation to return the favour.

So when planning and executing content strategies for your site, create content purely for the sake of being useful to your customers. Don’t make content a thinly-veiled sales pitch. That’s a sure-fire recipe for a rapid bounce rate (how quickly someone clicks on a link and then leaves) and is a general turn-off for viewers, who see right through this tactic.

Design content to help solve problems and address customer pain points.

User testimonials

Local area guides, FAQ pages, area events calendars etc are all examples of selfless content that conveys helpfulness and generates trust.

Post glowing past guest reviews directly on your website (especially for

By Tambourine

24

ACCOM MANAGEMENT GUIDE

NOVACANCY ACCOMMODATION BUSINESS EXPO @ ICC SYDNEY EXHIBITION CENTRE, 17-18 JULY 2018

marketing m

Business guests who can accrue points, etc., on work trips are more likely to return with their families and book direct.

Franchises will also tend to have a property management system of choice, either their own or a recommended supplier. This allows them to cross-sell and create marketing campaigns, coordinated across all platforms, that will encourage guests to book with any of their franchisees.

Teamwork makes the dream work; this holds especially true with franchises, where a fellow franchisee can create such a luxe experience for their guest that it convinces them to book with you because you share the same brand umbrella. The cross-pollination of guests is especially terrific for properties in competitive areas, where guests are likely to ‘go with what they know’. Which brings us to the next benefit…

Design content to help solve problems and address customer pain points

Reputation, reputation, reputation Perhaps even more than location in 2018, reputation is everything. With the likes of Uber making it easier than ever for tourists to reach tourist destinations, being right on the doorstep of a hotspot isn’t the drawcard it once was. Having a good reputation, on the other hand, can secure you fast bookings any day.

While independent properties have to start from ground zero when it comes to reputation, building on guest reviews and trying to create high standards of quality; franchisees benefit immediately from the reputation of a parent franchise. They also have a predetermined set of quality standards that they must meet; so there’s never a question of ‘what are we doing wrong’.

OTA commission rates Incentivise direct bookings all you like, guests will continue to check room prices on Booking.com and TripAdvisor. That said, it doesn’t take much to realise that losing the business of a company with 100+ hotels is going to put more of a dent in an OTA’s bottom-line than the loss of a small boutique hotel.

It makes sense that franchises often have power to negotiate lower commissions on behalf of their franchisees. Having said that, it is still possible to win the game of OTAs if you are independent, so long as you have the right social media savvy, marketing ingenuity and some very vocal guests.

Another ‘pro’ relating to bookings, is that larger accommodation brands often have successful strategies in place for increasing direct bookings.

They also tend to have the available resources to ‘experiment’ with different advertising campaigns and techniques. While guests might not think to check the website of a niche property to see if there are any benefits to booking direct, most people tend to know that big brands offer free wifi or complimentary items to whoever books direct. The GET YOUR FREE TICKET AT NOVACANCY.COM.AU WITH CODE: AMGNZ

hurdles are greater when you are going it alone because social media savvy and marketing ingenuity are not things that can always be grown organically, they cost money.

Expectations The temptation when marketing a piece of accommodation online, or anywhere for that matter, is to romanticise it and make it sound more impressive than it is. However, the more realistic the expectations going in, the easier it will be to avoid disappointing (and then to impress) guests. With a franchising agreement, these guest expectations are pre-ordained and pre-managed. As a franchisee, there is no ambiguity or confusion surrounding guest expectations. There are very specific standards in place that, when maintained, will meet those guest expectations at every turn. So anything an accommodation provider does to go above and beyond those expectations will hit home.

Typical guest expectations for a franchised property will usually involve standardised services like mattress quality, free wifi, room service or convenience food, particular amenities, etc. Some of these are things that can be more difficult for independent properties to provide off their own bat. Free wifi in particular is something that can be expensive and difficult to manage but is made easier by having a third-party or franchisor supporting it.

In the end, that is the draw of a franchising agreement: it allows independent properties the chance to market themselves and offer services they wouldn’t otherwise be able to afford or have the time to implement. It is not for everyone though, the franchises themselves are the first to admit that. There is a lengthy selection process for every brand looking to acquire new franchisees.

By Rosie Clarke, Editor AUTUMN 2018

25

f y d n a d l o o c o l approved e v r a m n e e k t u o t s u j d n a m h groovy inde g u o s t n e c e r r a l u p o p y h c a e b a neat nifty p f l o o c e t u n i m e h t o t p u y super trendRENDS IN ACCOMMODATION INDUSTRY PRODUCTS THE LATEST T

ECOKNIT® BETTER FOR THE ENVIRONMENT, BETTER FOR BUSINESS

HOSPITALITY COMMUNICATIONS FOR EVERY NEED AND BUDGET

EcoKnit® snag free quick drying towels are the most technically advanced energy efficient terry towels in the world, they are guaranteed to save you money and increase your laundry capacity.

EcoKnit® uses 40% less energy – Saving laundry costs and reducing dependence on non-renewable resources. EcoKnit® requires 15% less water which uses less water per wash for huge long-term savings. with lower carbon emissions, EcoKnit® can reduce your carbon footprint and show you’re making a positive change. With EcoKnit® you use less detergents and cutting down on harsh chemicals in every wash cycle. EcoKnit® lasting 2-3 times longer, your towels look and feel good for much longer so you can replace less often.

No snags, no tears, no loose threads. Whatever your level of business we can guarantee you’ll save money by switching to EcoKnit® towels. In fact, the savings you’ll make on water and energy mean you’ll soon recoup the initial cost. These savings mean EcoKnit® have the lowest laundering costs of any cotton towel available. Call today for your free sample:

A modern addition to any guest room, our hospitality handset range features corded or cordless options, comfort, elegant styling and antibacterial plastic. VOiP and analogue technologies accommodate every need and budget.

Contemporary styles complement a variety of interiors and properties – from the luxury resort to the short-stay motel.

Customisable faceplates and programmable guest service keys promote hotel services and amenities. To find out more contact us directly

c Voicepro Ltd p 0800 729 435 e info@voicepro.co.nz w www.voicepro.co.nz

c Confident Care NZ Ltd p 09 431 5199 e sales@confidentcarenz.co.nz w www.ecoknit.co.nz

THOMSON'S DISTILLERY LAVENDER & MARJORUM AROMATHERAPY RELAXING TOWELETTE Introducing the next big thing in guest hair & body care, Thomson’s Distillery relaxing aromatherapy towelettes.

The towelettes are infused with a blend of steam distilled New Zeland Lavender and Marjoram essential oils to help in relaxation and the promotion of a good night sleep. As well as being used as a turn down gift, these can also be included in a guest welcome note or even just left on the bed prior to check in.

In short, if you are looking for something a wee bit different for your guests, we just came up with the perfect New Zealand made, cost effective solution.

c HealthPak p 09 579 6268 e info@healthpak.co.nz w www.healthpak.co.nz

26

ACCOM MANAGEMENT GUIDE

MOBILE BEDDING, READY FOR EXTRA GUESTS Extra bedding for larger room numbers is often an issue in accommodation facilities, especially at peak holiday times, and Haven Commercial’s Vertical Rollaway bed frame is the answer, with quick installation for extra guests.

This strong, mobile bed frame, which will accommodate a ‘ready to use’ single mattress of up to 250mm thick, is able to be moved into rooms with ease, with its heavy duty 45mm ball bearing castor wheels, fold down support leg, and easy navigation through standard doorways.

c Haven Distributing Co. Ltd p +64 9 2133024 e sales@havennz.com w www.havennz.com

NOVACANCY ACCOMMODATION BUSINESS EXPO @ ICC SYDNEY EXHIBITION CENTRE, 17-18 JULY 2018

ous latest ht-after b

what's hot wh HEAT YOUR POOL FOR LESS Using a heat pump water heater to heat your pool can extend the use of your pool or heat it all year round, whether it is indoors or outdoors. Heat pump water heaters from Hot Water Heat Pumps Ltd harnesses the free heat energy in the surrounding air and transfers it to the water, heating it up. They are extremely energy efficient and are considerably cheaper to run than other methods of water heating. Hot Water Heat Pumps Ltd is a well established New Zealand company with a reputation for their reliability and service.

c Hot Water Heat Pumps Ltd p 0800 33 66 33 e info@waterheating.co.nz w www.waterheating.co.nz

ELEGANCE SUPER PLUSH This luxurious super plush bed is the top of the Sleepyhead range and has been designed for the most discerning of guests. With our exclusive independent BioXCell spring system at its core, and Graphene and FusionGel+ comfort layers, it provides unparalleled sleeping comfort.

Features include: BioXCell spring unit, Heavy duty insulating layers, Graphene, FusionGel+ and Dreamfoam comfort layers, Plush Euro top, Fire retardant treated cover, Flip free mattress design, vPlatform base, • Legs with castors and Full size range including 'zip-combination'

c Sleepyhead Commercial p 0800 753 377 e commercial@sleepyhead.co.nz w www.sleepyheadcommercial.co.nz

ELECTROLUX SPEEDELIGHT Discover your new productivity and savings with SpeeDelight.

Enhance your menu especially around room service and deliver fantastic food options cooked perfectly every time and so easy to use. Chef worthy snacks thanks to the combination of 3 cooking technologies SpeeDelight produces food crispy on the outside and perfectly cooked on the inside. Available from Harvey Norman Commercial.

c Harvey Norman Commercial p 0800 222 699 e craig.shaw@nz.harveynorman.com w www.harveynormancommercial.co.nz

THE CHIC DESIGNER RANGE FOR 2018 HAS ONLY JUST ARRIVED! Imagine no more‌discerning properties can now offer a complete range of exclusive, luxurious and modern, aesthetically pleasing amenities to their guests. Nzuriz is a complete range consisting of shampoo, conditioner, shampoo/conditioner, shower gel, body milk, luxurious bath foam, shaving kit, dental kit, shoe shine kit, vanity kit, sewing kit, makeup wipes, convenient 15g soaps, boxed compressed shower caps and matching elegant Nzuriz tent cards. The Nzuriz fragrance, is the very trending Green Tea, a soft rounded fragrance, with a fresh slightly spicy perfume, designed to impart relaxing and uplifting aromas. Features are: paraben free, biodegradable packaging, distinct and clear labelling, chic gloss presentation, convenient no waste 30ml flip top tubes and unique matching display stands.

c Gilmac New Zealand Ltd p 0508 888 834 e marketing@gilmac.co.nz w www.gilmac.co.nz

GET YOUR FREE TICKET AT NOVACANCY.COM.AU WITH CODE: AMGNZ

AUTUMN 2018

27

h housekeeping Hospitality Beds:

The price you pay when guests have a shocking night's sleep IF ONE OF YOUR GUESTS HAS A LOUSY NIGHT’S SLEEP, IT MAKES FOR A MEMORABLE YET HELLISH EXPERIENCE FOR THEM AND AN EVEN BIGGER NIGHTMARE FOR YOU. EXPECT COMPLAINTS, BAD REVIEWS, EVEN THREATS OF LEGAL ACTION. An accommodation provider’s reputation is everything and creating a divine sleep experience is crucial to success.

We’ve all experienced the horror of a shocking night’s sleep…

The alarm goes off, you drag yourself out of bed: off balance, disorientated, and foggy. Not re-invigorated, your day is ruined because going without just one night of quality sleep can make you feel uneasy, sick, and just plain fuming.

Sleep problems is a widespread issue as most of us don’t get enough sleep. According to the World Association of Sleep Medicine: “Sleeping problems are global, impacting 45 percent of the world’s population, endangering their everyday life and making their lives shorter.”

However, your business is sleep and you must provide the best slumber that budget allows. To help you promote a good sleep experience for your guests, Australia’s sleep health foundation advises you to “get the environment right”.

Quiet is essential: soundproof is best and make sure there’s a ‘do not disturb’ option.

Dark: always have good quality curtains and shutters. Temperature: provide adjustable air-conditioning.

Industry supplied: there are just as many variables in commercial beds as there are in domestic brands. Commercial suppliers cater to the unique requirements of the industry, prioritising durability, robustness, easy cleaning, and safety.

Mattresses: replace them regularly and choose from firm, soft or support.

Mattress toppers: use them to achieve a ‘sleeping on a cloud’ feeling of deluxe comfort.

Mattress protectors: to prevent allergens and elongate the life of the mattress.

Clean: eliminate dust and contaminants that trigger allergies: by sanitising soft furnishings, regularly replacing old mattresses, use hypoallergenic or microfibre mattresses, toppers, pillows, cushions and covers.

Budget: you do get what you pay for, but you can still provide a good night sleep on a budget, although a cheaper mattress will need to be replaced more often. Consult your supplier about commercial durability on a budget without compromising on a good night’s sleep.

Remember: comfort is subjective, so give choices and optimise the overall sleep environment.

Quality: good manufacturers offer varying warranties. This is something to discuss up front with your supplier.

Space savers: with an increasing demand for space, you should consider rollaway beds, bunks, and cribs to add value to your accommodation.

Most importantly, provide a comfortable bed! You must present quality mattresses and replace them regularly. Don’t forget to ensure cleanliness because a lack of hygiene and bed bugs are a massive sleep and business killer. Be warned, a good bed is the cornerstone of achieving blissful, uninterrupted sleep and deemed the most important element in an accommodation guest room according to a 2014 Gallup survey, which revealed that a comfortable bed was most often named the number one feature of a hotel room, more than any other amenity, including internet access and helpful employees.

Safety: this is paramount and commercial beds require a fire-retardant tick for safety and have some sort of allergen protection for hygiene reasons.

So, if your beds or mattresses are not up to scratch and you need to replace them, here are some useful pointers:

Remember: black out curtains, noise reduction and air quality are all equally important to a good night’s sleep.

28

ACCOM MANAGEMENT GUIDE

Comfort: aim for individual postural and spinal support, cleanliness and quiet (a creaky bed is a no no).

Personalise: provide bedding choices, pillow menus, and cater to allergies, back health and the well-being of your guests – this is where savvy operators win guests over.

NOVACANCY ACCOMMODATION BUSINESS EXPO @ ICC SYDNEY EXHIBITION CENTRE, 17-18 JULY 2018

housekeeping h

Sealy’s sleep technology keeps your guests coming back The key to a quality sleep experience is to find the right combination of support and comfort in your mattress.

Sealy’s range of commercial beds are designed to meet the requirements of the accommodation industry according to Alex Reid, commercial sales executive, Sealy New Zealand.

Alex explains that “choosing the right bed for your guests is essential because high quality sleep experiences will keep your guests coming back.

You will find that Sealy beds have the right combination of support and comfort, essential

to a great sleep experience.

“At Sealy, we are committed to innovative product development using unique patented product technologies. Research is at the forefront of our product development and we undertake stringent testing to meet and exceed commercial requirements.

“Sealy beds are specifically developed to help people sleep more soundly, our range of sleep systems are designed with the Orthopaedic Advisory Board and our beds reduce partner disturbance with pressure-relieving comfort layers. This system helps reduce tossing and turning.”

Experts in the Hospitality Industry Sealy has partnered with the leaders of the New Zealand accommodation industry for over 30 years. We know that choosing the right bed for your guests is important – as a quality sleep experience will keep your guests coming back.

Sealy beds provide the right combination of support and comfort for your guests. Select from our extensive range and you will find the right option for your budget and needs.

Sealy New Zealand is proud to be the product of choice for many leading hotels, resorts and accommodation providers in New Zealand. Across the country we can come to you to propose the right solution for your business. With a professional team throughout the country we are just a phone call or e-mail away.

For more information please contact: Alex Reid, Commercial Sales Executive mobile: +64 21 658 490 | e-mail: areid@sealy.co.nz www.sealy.co.nz/commercial

GET YOUR FREE TICKET AT NOVACANCY.COM.AU WITH CODE: AMGNZ

AUTUMN 2018

29

h housekeeping Hospitality Beds:

Care: mindfully care for your beds, rotate, and turn the mattress regularly (as per manufacturer’s instructions) and maximise the return on your investment.

What mattresses should you choose?

bounce. Memory foam can also be used within the comfort layer on all spring units to increase the comfort and relieve pressure points.

Latest hospitality bed innovations include: Smart beds!

Continuous coil and spring units are the cheaper and more traditional support systems. Spring units consist of individual springs that are connected through spiral shaped wires whereas a continuous coil system is a single piece of wire throughout the mattress, these may not contour to the body as well as other mattress choices.

Pocket spring units can offer excellent support and no partner disturbance because they contour to individual body shapes with the springs working independently. These systems tend to be more durable but also more costly than continuous coil and spring units.

Memory foam mattresses are the most expensive option, using high density foam instead of springs as the underlying support system, these contour to individual body shapes, relieving pressure points.

These are extremely durable if you also use a mattress protector; however, they have a very different feel to any spring support system - no

Adjustable beds that give guests the option to sit up in bed, watch TV, or use their laptops/tablets/phones comfortably without the need to stack up pillows. USB connectivity on the bed frame or headboard allows for easy charge points for smart phones and tablets.

Vibration massage is a great way for guests to relax after a long day and can be synced via Bluetooth with your smart device to offer ‘vibrate wake’ or notification or call vibration settings.

Smart LED lighting is another innovation to give your guests lighting choices at the bedside. It allows them to choose settings according to their mood and program illumination that is perfect for them. Innovations in foam technology have seen an increased demand for high-end bedding with new grades of specialist memory and gel infused foams, plus specialty hybrid beds that combine the best of foam and springs to create a truly unique sleeping experience.

HAVEN COMMERCIAL

A Division of Haven Distributing Company Limited Haven Commercial is a division of Haven Distributing Company Limited; a product developer, importer, wholesaler and distribution company of furniture and homewares items through retailer and hospitality markets.

Haven Commercial Division provides sleep system options to the hospitality sector, including bunks, beds and storage accessories; manufactured and tested to AS/NZS 4220:2010 safety standards and successfully distributed in NZ & Australia to Backpackers facilities, Holiday Parks, Children’s Holiday Camps and other accommodation operators. Haven Commercial also distributes quality NZ-made Sleepyhead Commercial mattresses through their procurement & supply association with NZ Comfort Group, thereby creating a ‘one-stop’ shop for hospitality sleep systems.

Haven’s factory manufacturing relationships provide Quality Control testing processes, direct importation and distribution in NZ, both directly and through distributor agencies. Haven’s delivery network provides prompt and efficient supply channels and a proven sales & service record from many years’ experience

Haven Distributing Company Limited 7E ORBIT DRIVE, ROSEDALE, AUCKLAND, 0632 PO BOX 924, WHANGAPARAOA, AUCKLAND, 0943 PH: +64 (9) 213 3024 FAX: +64 (9) 479 8476 EMAIL: sales@havennz.com WEBSITE: www.havennz.com

30

ACCOM MANAGEMENT GUIDE

NOVACANCY ACCOMMODATION BUSINESS EXPO @ ICC SYDNEY EXHIBITION CENTRE, 17-18 JULY 2018

housekeeping h

Improve guest’s sleep? Sleepyhead can An incredible sleep experience is everything.

Sleepyhead commercial manager, Damien Hegarty agreed: “Give your guests a great night’s sleep or they won’t return. We give managers the competitive edge by presenting the latest bed technologies for consideration.”

Sleepyhead currently manufactures seven different spring systems, and a multitude of comfort layer options, with Sleepyhead products made in New Zealand.

What is trending right now?

Damien revealed: “Our new generation foams: in addition to pure natural latex rubber, fusion gel provides a cooler sleeping surface and graphene

actively draws heat away from the sleeper’s body, all ensure a comfortable sleep experience.

“We also supply new

generation commercial fabrics that are softer and more luxurious than usual surfaces. Furthermore, bed bugs are something all

accommodations want to guard against and our ‘anti bed bug’ fabrics are a great option on all commercial models.”

Sleepyhead is New Zealand’s largest and most trusted bedding brand.

The Sleepyhead Commercial range features leading innovative technology, designed for optimum comfort and durability.

Phone 09 276 9300 Fax 09 270 6006 Free Phone 0800 753 377 Email commercial@sleepyhead.co.nz

GET YOUR FREE TICKET AT NOVACANCY.COM.AU WITH CODE: AMGNZ

AUTUMN 2018

31

h housekeeping Matching Amenities:

How to match your amenities with your property

MATCHING YOUR GUESTROOM AMENITIES TO YOUR PROPERTY CAN HAVE A SURPRISINGLY PROFOUND IMPACT ON THE QUALITY OF YOUR GUESTS’ STAY. Being able to choose the product ‘match’ for your accom requires a certain level of marketing pizzazz. You have to know your property; what makes it special, what makes it different, what makes it enticing. And, of course, what makes it memorable.

Start with your vibe If you are presenting your accom as a quaint, country-style B&B then you want to choose amenity products that give off that same vibe. Perhaps lean towards soap bars and lavender scents that accentuate the rustic feel of your guestroom décor. If your property is a five-star business hotel, with sleek and modern design, you would want to offer products that appeal to future-forward, busy business guests; dental kits, branded shampoo and conditioners, etc.

Vegan trends  paraben free  biodegradable packaging  distinct and clear labelling

 chic presentation  convenient no waste 30ml flip top tubes  unique matching display stands available

freephone 0508 888 834 or visit www.gilmac.co.nz 32

ACCOM MANAGEMENT GUIDE

For luxury accom, there are trends that appeal to certain travellers. Vegan products are a trending force, popular with millennials and baby boomers alike. Vegan products tend to double up as environmentally friendlier and cruelty-free, so it’s worth asking suppliers about their vegan offering. A downside to these items is that they can be more expensive but guests know that, which is why they are associated with luxury in 2018.

Male grooming Another hot trend in the amenity realm is men’s grooming products. Think beard oil, hair wax, facial exfoliators and travel razors. Once a hipster trend; male grooming has become a high fashion, high-end hot-ticket to opulence. Not only do these products stand out, but they send a message to guests, that you expect them to be well-groomed. If you want people to be impressed, ask them to impress you.

NOVACANCY ACCOMMODATION BUSINESS EXPO @ ICC SYDNEY EXHIBITION CENTRE, 17-18 JULY 2018

housekeeping h

Unexpected extras to maximise impact HealthPak has a number of natural, environmentallyfriendly dispenser options for signature fragrance that doesn’t require aerosols and can take the guest experience to the next level.

Guests expect shampoo, conditioner, body wash, body balm and soap. It’s the unexpected extras that make the biggest impact.

Avocado seed body scrub, almond oil facial cleanser

and aromatherapy relaxing towelettes are just a few of the extras we add into our ranges.

Generally, we will either produce brands that are exclusive to a hotel or group and carry a subtle hotel web address or the like on the back, but more often than not it doesn’t have any reference to the hotel on the product itself, rather the website for the product will remind guests where they got the product from.

As a manufacturer, we tend to develop new products that we can make on existing machinery. For example, we pioneered the bath bag, a giant tea bag filled with oil infused bath salts as we could make this in our factory with existing materials and machinery.

GET YOUR FREE TICKET AT NOVACANCY.COM.AU WITH CODE: AMGNZ

AUTUMN 2018

33

h housekeeping Laundry:

Tricks of the trade: managed housekeeping and laundry services OUTSOURCING IS A WORD FAMILIAR TO MOST IN THE NZ ACCOMMODATION INDUSTRY BUT IT’S QUITE VAGUE IN PRACTICAL MEANING. WHAT ARE THE BENEFITS? WHO’S BEST SUITED TO OUTSOURCING LAUNDRY? AMG takes a look at the process of outsourcing laundry, what some of the benefits are for accommodation providers and, finally, hears from a working supplier in the sector to find out what items they recommend be laundered externally.

Outsourcing laundry and housekeeping for hire With the rising cost of utilities and labour, as well as the harsh chemicals used in the laundering process, many providers are finding it hard to keep laundry services in-house.

Choosing to outsource this part of an accommodation business is something that should be carefully considered as – depending on the scale of your establishment – it could mean quite a big change.

Outsourced laundry or housekeeping businesses are set up to handle larger volumes of linen from a variety of sources, and have the facilities to wash, dry and iron hundreds of kilograms of linen each day.

Custom chic Many amenities suppliers will now offer customised packages for accom properties, so that they can convert their guestroom amenities into branding tools. This is particularly good if your guests like to take a few mini-tubes of shampoo home with them, or if you find you have guests staying more than one night. The more photogenic your amenities are, the better because pretty things get shared on social media and there’s nothing better than genuine word-of-mouth publicity.

Ask your supplier if they do any customised branding.

The notion of ‘customised branding’ has evolved over the years into a much more subtle version of what it once was. Rather than have the hotel’s name carved into the side of every product, suppliers now tend to collaborate with properties on unique brands that subtly reference the property or chain in some way.

If not, ask what other products they can service you with; think about what packaging best reflects your brand. Cutesy designs might look out-of-place in an ultra-modern finish, while hyper-minimalist products will look cheap in a quirky boutique hotel.

Industry viewpoint Jimi Kennedy-Grant, from Healthpak, talks eco wow-factor Guest hair and body care products represent a very small investment for the hotel, but play a disproportionate role in impacting a guest’s overall perception of the hotel. Choose brands that fit your décor, absolutely, but make sure that the contents live up to the hype. Ideally, you want products that reflect your geographic location (i.e. marine extracts for coastal regions). Another geographic consideration is the recyclability of the packaging you have chosen. For example, tubes are

34

ACCOM MANAGEMENT GUIDE

Some companies offer a linen rental service where the linen is owned, managed and replaced by the laundry, while others simply launder the accommodation facility’s own linen.

Whether it’s for large resorts, small boutique hotels or motels, outsourcing can deliver financial benefits and peace of mind to enable establishments more time to focus on their guests.

Of course, there are advantages and disadvantages to be considered when deciding to outsource.

When outsourcing linen for the first time or with a new commercial laundry, an account manager or representative from the laundry will visit the establishment to discuss business needs and this may

not recycled in all areas. Fragrance is an area where you can go beyond the expected.

As far as customising the hotels offering, gone are the 80s and the days of ‘insert hotel name’ shampoo. Branding is now more subtle and on-point. The most important part of the customisation process, in my opinion, is making sure that the contents are authentic to the location.

This can be as generic as say (NZ version) Manuka Honey in our New Zealand made products (AU version) Australian tea tree leaf or oil or as specific as essential oils from botanicals on the resort property.

As a manufacturer, we tend to develop new products that we can make on existing machinery. For example, we pioneered the bath bag, a giant tea bag filled with oil infused bath salts as we could make this in our factory with existing materials and machinery. We are seeing a trend towards using by-products as opposed to primary harvested ingredients. An example of this is we have recently changed or body scrub formulation to use ground avocado seed (a virtually useless byproduct of commercial avocado oil extraction) instead of jojoba beads which are specifically harvested for the use.

Legitimate, defendable claims around degradability and recyclability of packaging do have a cost. Although we would argue that they offer you a significantly better value for money as you might pay a small amount more, but you do so safe in the knowledge that you aren’t passing off erroneous claims about the end-of-life of the packaging that you might get called out on in a very public forum. The cheapest way to achieve an environmentally-friendly solution is to purchase locally made products that are packaged in recyclable packaging. You can collect the liquid from partially used shampoo and body wash and use this as an exterior cleaning product for paths, driveways, etc.

By Rosie Clarke, Editor

NOVACANCY ACCOMMODATION BUSINESS EXPO @ ICC SYDNEY EXHIBITION CENTRE, 17-18 JULY 2018

housekeeping h

include an analysis of current linen processes, budget, ideal pick-up and delivery schedule and so on. Although this might seem like a chore for very busy managers, it’s intended to save time in the long run.

Industry view

The key thing about outsourcing is that it’s supposed to be convenient; so spend some time explaining what you want to the supplier you’re engaging with and make sure it’s worth your while.

We meet with our client and determine requirements, type, quality, quantity of linen and supply samples, etc. Then we sort out what would be the best ordering option with our client, whether it’s a standing order or placed order. Most customers prefer to place an order for exactly what they need. This reduces the amount of stock they have to hold and also accommodates fluctuations in demand better. Our clients range from larger accommodation providers to one property B&B owners.

After the initial consultation, laundry turnaround times vary from one to two days, bi-weekly or weekly depending on usage and storage ability and this is where those busy managers may start to find they are saving time.

Particularly on the staffing front, as they can free up more hands to take care of other things. Outsourcing eliminate the staffing quandary when it comes to sick leave or holiday leave, etc.

Quality versus quantity Quality specifications are another factor to consider and most laundries will have a range to fit different standards. One benefit of outsourcing is that there is more of a guarantee that linen will be sufficiently disinfected, both thermally and chemically to eliminate any concerns about bacteria surviving and potentially creating health issues.

This standard is harder to achieve in-house where the provider may not be fully equipped to cope with the required turnaround.

In terms of cost, it is often determined on a per item basis but costs do vary and are very much related to demand and competition. King sheets, for example could vary in price from $1 to $1.50 depending on things like volume and frequency of turnover. Additionally, when hiring linen, the accommodation provider receives a consistent, quality product.

Sheets and towels, for example, can be replaced by the laundry when required rather than it being a budget constraint, which can then drop off the priority list. However, it’s not just the ability to replace soiled linen or advise customers when their own linen requires replacing that makes outsourcing laundry services useful.

A major consideration for many accommodation providers, particularly in today’s world, is the size of their carbon footprint and whether their processes are as sustainable as possible. Laundry services on the whole, whether in-house or through an outsourced contractor, are not best known for being environmentally-friendly.

Global concerns The laundering of linen is a harsh process that uses a number of resources, particularly gas, electricity and water, as well as harsh chemicals during the washing process.

The payback, in terms of increasing sustainability, is much more attainable by an outsourced laundry contractor than by an accommodation provider because they have much more of a customer-driven incentive to reduce their carbon footprint.

Indeed, for many commercial laundries, efficiency at the operational level is often matched by environmental efficiency, with many leading commercial laundries focusing on reducing water and energy use.

GET YOUR FREE TICKET AT NOVACANCY.COM.AU WITH CODE: AMGNZ

Joanne, from KPC Laundry and Hire Services, describes the outsourcing process and her recommendations:

Outsourcing the laundry can be a huge time-saver and also reduce the space taken up storing stock. Outsourcing for smaller businesses also reduces the expense and time spent when staff go on leave or machinery breaks. We recommend that bed linen should be pressed and that dry cleaning and curtains outsourced as they generally need special attention and equipment. Blankets and woollens also fall into this category if they are large and should be dry-cleaned.

By Rosie Clarke, Editor

KPC Laundry & Hire Services Ltd ™ Your Key to Professional Service We pride ourselves on our ability to supply you with a professional service that is focused on your requirements.

Laundry & Dryclean Hotel & Personal Pick-up & Delivery Linen Hire Pressing & Ironing Bedding & Uniforms

Open 7 days and Statutory Holidays We provide laundry services including: laundering of customers own linen, folding, ironing of chef's jackets and aprons, pressing of tablecloths and bedding, specialised wash programs, delivery and pick up service and any other specialised needs you may have.

KPC Laundry & Hire Services Limited

Ph. 0800 536 536, Email. info@kpclaundry.co.nz, www.kpclaundry.co.nz

AUTUMN 2018

35

hr human resources Case Study: Service IQ:

Scenic Hotel staff go places

ON THE FACE OF IT, THE SCENIC HOTEL GROUP DOESN’T SEEM LIKE A CANDIDATE FOR DEEPLY EMBEDDED TRAINING PROGRAMMES. The employees are excellent, the business is very profitable and it’s one of New Zealand’s most famous hospitality and accommodation brands.

So why does Scenic Hotel Group place huge importance on staff training and development?

Scenic HR and training manager Mark McLean, knows that to provide excellent service and an outstanding Kiwi experience, you have to be continually developing and training your people.

“We have very dedicated employees who have a really positive attitude to training. They are keen to learn more and they want to be more proficient in their roles,” says Mark.

Scenic Hotel Group has 18 hotels in New Zealand and two in the Pacific Islands in Nuie and Tonga. Currently, 37 employees from across the Group are completing ServiceIQ training programmes on the job. This includes chefs, receptionists, wait staff, food and beverage managers,

36

ACCOM MANAGEMENT GUIDE

housekeepers and trainee managers completing the ServiceIQ NZ Hospitality Diploma (Level 5) programme.

The business also runs a lot of additional training, but the ServiceIQ offer is highly attractive because it leads to nationally recognised qualifications, and that’s a big plus for team members, says Mark.

“Our staff totally want the investment. They gain a great sense of pride from achieving their qualification. They have something meaningful they are working towards, it empowers them, makes them more confident, and they know what they are doing. And all this comes across in the quality of the product and service they deliver.”

Training has its rewards for the top rating business but also offers some stunning benefits for its employees.

Each month for 12 months, every hotel across the group selects an employee who has done something outstanding, and at the end of the year the two top achievers chosen from each property pack their bags for the tour of a lifetime aboard the Scenic Super Star Trip.

It’s a mutually beneficial reward where employees enjoy a luxurious holiday rich with sightseeing, and gain an understanding of what it’s like

NOVACANCY ACCOMMODATION BUSINESS EXPO @ ICC SYDNEY EXHIBITION CENTRE, 17-18 JULY 2018

human resources hr

to be a guest in some of New Zealand’s most exciting locations, says Mark.

“We want our staff to experience our hotels as a guest would, and to gain some first-hand knowledge of the attractions that different destinations offer visitors. It’s really important that our employees not only know our properties, but that they also understand the destinations. We benefit from that when they pass on their regional knowledge to guests in our other hotels,” says Mark.

The winners range in age anywhere between 18 and 60.

The 2017 Scenic Super Star Trip involved an eight-day tour of the businesses’ southern properties and sensational attractions. It started in Dunedin with a welcome lunch, two days taking in Dunedin’s top tourist hot spots, and two nights of luxury at Scenic Southern Cross Hotel. Next stop was a two day stay at one of the busiest properties, the Heartland Croydon Hotel in Gore, where the group enjoyed an energetic day climbing ropes, rafting and riding the flying fox as part of team building at Camp Columba.

river safari before getting back on the bus bound for the beautiful Fox Glacier and Franz Josef where Scenic has several stunning properties including five-star eco retreat Te Waonui. Here, the team enjoyed some of the best adventures on offer; including helicopter flights to the worldfamous glaciers, followed by quad biking up river to visit the Kiwi Centre, horse riding, and luxuriating in hot pools and the Te Waonui spa.

The final highlight was a celebratory night at the Cotswold Hotel in Christchurch, complete with a glittering gala dinner and presentation of awards and qualification certificates by Scenic owner Lani Hagaman.

“They are treated like royalty all the way,” says Mark. “In fact, the first year we took the trip our people were so overwhelmed they wept.”

It’s not surprising that employee retention isn’t an issue for the Scenic Hotel Group.

“It’s an extremely family oriented company and that’s one of the reasons we have such good employee retention,” says Mark.

It was then on to Queenstown for another two days of excitement experiencing the thrill of the Skyline luge, the Shotover jet boat ride, and a tour of Wakatipu aboard the city’s famous lady of the lake, the Earnslaw.

“Our owner has a saying which is so true with us: ‘once you are part of the Scenic family, you can check out but you can never leave’. A lot of our employees go off and experience the world and then come back to join us again.

A scenic drive to Haast followed with a stop for lunch and an exhilarating

“To Scenic Hotels, this is all part of our success.”

GET YOUR FREE TICKET AT NOVACANCY.COM.AU WITH CODE: AMGNZ

AUTUMN 2018

37

hr human resources Careers:

Workforce training and development in 2018 TRAINING, UPSKILLING, HIRING: STAFF DEVELOPMENT IS KEY TO ANY BUSINESS STRUCTURE AND IS ESPECIALLY VALUABLE IN HOSPITALITY. Notoriously, this is an industry where people can carve out life-long careers and work their way up from the bottom rung of the ladder to the very top. In this modern age, there aren’t many industries where that holds true but hospitality, and specifically the accommodation sector, is one that has stayed relatively consistent.

One of the reasons it has stayed so consistent is the stellar standard of professional development that takes place in this industry. There are so many different ways to upskill and learn new ways to improve a hospitality business. There are programs and techniques designed to keep hospitality workers ahead of the curveball and up-to-date with new technologies. Hospitality is an industry where fresh-faced ingenuity and mature, well-rehearsed service coincide. It’s a sector that experiments with new ideas, products and procedures yet maintains tried and true traditions that people cherish and expect. It’s the reason you can walk into a five-star hotel and be greeted by a friendly porter who carts your luggage up to your room for you or you could stroll straight up to your room without speaking to anyone because of a mobile check-in and key.

You might even experience both in the same hotel. This industry is as versatile and varied as the guests it caters to and that’s a huge reason why upskilling and staff development is so important.

Choosing which programs to go for can be daunting thing. A good place to start is thinking about what skillsets or areas of learning you’d like to develop. What does your business need? What skill is missing or underdeveloped in your staff group at the moment?

Creating workforce opportunities for Maori and Pasifika workers and guests is a vital subject to think about.

On the technology side, there are plenty of ways to boost your staff’s efficiency; whether it’s to do with finance, social media marketing, coding and infrastructure; software and IT, or something else, a well of in-house tech-savvy is only going to be more and more useful as time goes on.

Improving basic literacy and numeracy skills is also a huge way to boost business. You’d be surprised how many adults have below average levels of literacy and numeracy. According to ServiceIQ, 43 percent of adult New Zealanders aged 16 to 65 have literacy skills below those needed to participate fully in a knowledge society and 51 percent of adults have numeracy skills lower than required to meet the complex demands of everyday life and work Particularly if you have members of staff for whom English is a second or third language; completing a program designed to help them improve their language skills in ways that will directly aid their working life will benefit not only day-to-day efficiency but guest satisfaction as well.

Types of qualifications that workers can achieve by undertaking upskilling programmes include diploma awards, apprenticeships, New Zealand certificates and more. Many programmes also count towards higher learning qualifications for those interested in pursuing further study and they are also nationally recognised. With on-job training, the programmes are designed to improve the quality of work for workers, which means ‘study’ won’t get in the way of a job.

Before jumping in and signing yourself, or another member of staff, up; it’s paramount that you have a sit-down with your chosen training

38

ACCOM MANAGEMENT GUIDE

provider and discuss what outcomes you are looking for as well as budget and timeframes.

Industry take…

Gary Bowering, from industry training organisation ServiceIQ, answered some questions for our AMG readers.

Q: What would a small accommodation provider need (in terms of infrastructure, finances, staff numbers, time allotment, etc.,) to provide on-the-job training for new employees?

A: This will vary depending on the business, but essentially any accommodation business that takes staff skills seriously can use our onjob training programmes for its staff. One important point is that, because the training is on-job, it's always a good fit with the individual business and the learning is practical, real, and can be applied immediately. It also means that small establishments can often train staff to the same standard and in the same qualifications as the large chains.

Q: Could you talk about the pros and cons to upskilling current staff versus outsourcing tasks or recruitment?

A: Pros and cons will vary depending on the business structure and manager/supervisor capability, but upskilling staff has many advantages for both the business and the individuals. It helps businesses to provide a consistently impressive guest experience; attract great online reviews and word-of-mouth recommendations; keep customers coming back; retain valued employees and boost loyalty; enhance your reputation and brand; and, increase sales.

It also helps employees to gain specialist housekeeping skills and knowledge; understand the importance of their role for your business; increase their confidence; enjoy professional satisfaction from doing an important job well; and, achieve a nationally recognised qualification.

Of course, the benefits also vary depending on the role and the training.

Q: Is qualification-linked training something that appeals more in particular sectors of the industry (for example, housekeeping or food and beverage)?

A: The appeal is across the roles, and includes the kitchen, food and beverage, front of house, back of house and office etc. The training is done the same way across the roles, and can vary depending on the role and the training capability of the business. It can range from fully integrated into existing practices and procedures, to individual learning material and assessments. The same applies to the workload - it will vary across roles and business capability, but in general, the feedback is that the time investment provides a good return because staff are more capable, self-sufficient and understand the role and business better and can problem-solve, enhance customer service and experience and so on.

By Rosie Clarke, Editor

NOVACANCY ACCOMMODATION BUSINESS EXPO @ ICC SYDNEY EXHIBITION CENTRE, 17-18 JULY 2018

HOSTS AREN’T BORN THEY ARE

TRAINED IT TAKES A LOT MORE THAN HANDING OVER A KEY TO MAKE YOUR GUESTS FEEL WELCOME. Some people have the talent for service, but they still need to learn the right skills to do it well. The tricks of the accommodation trade. The art of satisfying customers and making them feel like guests.

Whether you run a hotel, holiday park or an international conference centre the difference comes down to three words and one simple and effective concept: on-job training.

It’s the difference between just doing the job and doing it brilliantly. So brilliantly in fact, that your guests come back more often, spend more, recommend you to others and write favourable reviews that help attract more guests.

Please call ServiceIQ now to find out how employees right across your business can go to the next level with one small step.

With ServiceIQ it could even be free.

0800 863 693

www.ServiceIQ.org.nz

hr human resources supplier profile SOUTHERN INSTITUTE OF TECHNOLOGY

Upskill from your own home or office Do you own and operate an accommodation business?

Looking to upskill and initiate new concepts to help improve on what you already offer your customers?

Southern Institute of Technology (SIT) have distance learning options that can help you improve on the skills you already have and elevate your business, management and tourism knowledge.

SIT’s distance learning programmes are known as SIT2LRN distance learning and offer the most accessible and flexible tertiary qualifications in New Zealand. Our courses are internationally recognised NZQA accredited qualifications delivered online and completed by correspondence at your pace, wherever you are in the world.

Some of the options available include: New Zealand Diploma in Tourism and Travel (Level 5 & 6). The aim of these programmes are to develop graduates who have the skills and knowledge to work as senior operators in the hotel, tourism and travel industries, or to progress to further study. Papers in the Level 5 course involve study in Human Resource Management, Business Communications, Tourism and Hospitality Studies, Marketing, Management, Financial Analysis, Hotel Operations and Tourism and Hospitality Sales and Promotion. If students choose to continue on with the Level 6 qualification, they will also add to their knowledge in Tourism and Hospitality Research and Analysis, Strategic Management for Tourism and Hospitality Enterprises, Employment Relations and Law and Entrepreneurship.

Perhaps you want to focus on just business skills for your particular accommodation venture?

SIT offer the New Zealand Certificate in Business (Small Business) (Level 4) which is perfect for those needing a basis of knowledge in all aspects of running a small business enterprise. Research small business operations, assess small business ownership options and business structures, delve into marketing and quality customer relations, establish the human resource needs of the small business operation, determine profit projections, IT requirements and perform the accounting functions for accounts payable while learning how to write documents to achieve effective communication for a business purpose and produce an occupational health and safety incident investigation.

If small business is irrelevant to your position in a larger company, SIT also offer multiple course options in Applied Management, right up to Masters level. Study in this area can be undertaken to assist with obtaining a more senior position or to prepare for further study.

No matter what your individual or business needs, if you are looking to improve your knowledge, skills and the relevance and reach of your accommodation business, look no further than Southern Institute of Technology.

STUDY TOURISM AND TRAVEL OR BUSINESS MANAGEMENT @ SIT2LRN DISTANCE LEARNING Southern Institute of Technology (SIT) have distance learning options that can help you improve on the skills you already have and elevate your business, management and tourism knowledge. ª New Zealand Diploma in Tourism and Travel (Level 5 & 6) ª New Zealand Certificate in Business (Small Business) (Level 4)

Call today or email info@sit.ac.nz

40

ACCOM MANAGEMENT GUIDE

0800 4 0 FEES www.sit.ac.nz

NOVACANCY ACCOMMODATION BUSINESS EXPO @ ICC SYDNEY EXHIBITION CENTRE, 17-18 JULY 2018

human resources hr HRINZ:

Ch-ch-ch-ch-changes Julia Stones

DAVID BOWIE SANG ABOUT IT; MARTIN LUTHER KING DREAMT ABOUT IT AND YET, SO FAR, CHANGE IS THE ONE OF THE MOST UNKNOWN BEASTS IN THE WORLD OF WORK. Change is happening all around us, all the time. We’re changing the way we work through the use of technology, we’re changing the people we work with (people coming and people going), and we’re also changing as individuals.

So why is it that change is so upsetting?

It’s not as if this is a new concept that has blindsided humanity, everyone is very aware that change can and does happen and it’s not always favorable but overtime people adapt and life continues to go on.

Speaking from current experience, HRINZ has gone through its own “ch-ch-ch-ch changes” with the introduction of chartered membership.

Fifteen years ago, when the concept was originally tabled at a national board meeting, it was decided that we were still too young to achieve this status. However, within 18 months a dedicated group of individuals has explored every avenue of what chartered membership means and I’m now very proud to say we’re up and running and fully functioning.

Throughout the process, we’ve managed this change by speaking with various special interest groups, members, and experts by leveraging our own ideas and creative thinking and the result is that HRINZ is now the pioneer of changing the profession, and with our members is collectively raising the bar of professionalism and excellence.

Now we’ve implemented the change, we’re calling on the profession to join us in driving the change to the next level and become chartered members. You can guarantee that once the change is fully embraced and adopted, you will not be able to get a job in a senior role in New Zealand without having any level of chartered status.

In the latest HR Manager Handbook created by Wolters Kluwer in association with HRINZ, it’s noted that as embracing open-sourced change is a big issue for HR. But what is open-source change? Open source relies on management not telling the organisation what is going to happen but working collaboratively and co-creating strategy and empowering employees to take ownership of the implementation. We’ve identified that the traditional top down management style is dying and a horizontal management style is becoming more favorable among employees.

GET YOUR FREE TICKET AT NOVACANCY.COM.AU WITH CODE: AMGNZ

So if we start to think about future change drivers what are the major ones we need to think about? Technology is one, especially AI; dying professions and thriving new professions; required skills of the workforce and whose responsibility it is for training these skills (thirdparty, on-the-job or a mixture), our people; and, of course, when do we start this?

Commentary from many wide and varying sources say you should already be developing a plan and having discussions with your people about the future of work and the changes that will be happening in your organisation within 10 years.

With technology and our sustained and accelerating rate of reliance in our day-to-day jobs, how are you preparing your organisation for the change? And not just the adoption of technology, but the fallout of laying off employees due to the minimal cost of AI? If your organisation has a call centre, there is almost a 100 percent certainty that these jobs will not exist in 20 years’ time; so, are you going to keep these people on or make them redundant? Your answer could ultimately affect your brand and marketing efforts to attract new business, especially if you have disgruntled former employees making it increasingly difficult to generate sales or attract top talent.

When AI takes some of these jobs, we will see a dramatic and fastmoving change to professions, such as telemarketers and call centres.

If you aren’t already planning for what to do, you need to.

My advice: Get learning, get skilled and communicate with all of your stakeholders, because if they aren’t on board with your changes and the changes to the world of work, it is only going to be a long difficult road.

By Julia Stones, National President, HRINZ AUTUMN 2018

41

r refurbishment Case Study – AVANI Metropolis Auckland Residences:

AVANI Metropolis Auckland Residences redefines hospitality LAST YEAR, AVANI HOTELS & RESORTS DELIGHTED GUESTS WHEN THEY OPENED THE AVANI METROPOLIS AUCKLAND RESIDENCES IN NEW ZEALAND, WITHIN THE ICONIC METROPOLIS BUILDING THAT OVERLOOKS ALBERT PARK. The introduction of these luxurious residences to AVANI Hotels & Resorts’ portfolio has redefined the brand’s hospitality offerings. This hotel appeals to both leisure and business travellers looking for an international upscale accommodation experience, served in the charming grandeur of these private apartments.

AVANI Metropolis Residences presents a stylish city retreat of 76 contemporary, upscale residences available in one and two-bedroom configurations. Guests can enjoy all the comforts of home in lavish (but not ostentatious) apartments that are: open plan, comfortable and well equipped, providing complimentary wifi, grocery delivery services and a thoughtful selection of comforts.

With spectacular city and sea views and most residences also boasting private balconies this property was designed to recharge and relax all who enter. Guest's can also work out in its superb range of leisure facilities, including, a 22m heated indoor swimming pool and jacuzzi, sauna, and high-class fitness centre. The architecture of the Metropolis building is exquisite. As Auckland’s tallest residential building it’s also considered to be one of its most exclusive. Developed in 1999 by Krukziener Properties, it was commended for its style and quality, and famously climbed in 2013 by the legendary French Spiderman Alain Robert!

AMG caught up with, Jeremy Mossman the general manager of AVANI Metropolis Auckland, an experienced hospitality manager who has worked in the industry for over 16 years. He proudly told us: “Guests pause for a moment as they walk through the lobby, a sleek century-old courthouse that was transformed to achieve an impressive arrival wow-factor. The thoughtfully refurbished property has a contemporary vibe and offers a convenient city centre location.”

The towering AVANI Metropolis seems to own the heart of Auckland’s CBD, and its location enables guests to discover the best aspects of the city on foot, being within walking distance of the Viaduct, eateries, cafes and shopping outlets.”

42

ACCOM MANAGEMENT GUIDE

NOVACANCY ACCOMMODATION BUSINESS EXPO @ ICC SYDNEY EXHIBITION CENTRE, 17-18 JULY 2018

refurbishment r

AVANI Hotels & Resorts is a well-known global brand, with over 20 existing properties, but it is new to New Zealand. Jeremy admitted: “It was a great feeling to be part of the team that brought the AVANI brand to New Zealand with the development of AVANI Metropolis Auckland. Our AVANI properties are comfortably modern with a focus on the things that really make a difference for our guests – the personal details that matter. We do this by blending genuine hospitality and modern lifestyle features with a passion for design and contemporary style.”

in new hotel openings, each with incentives and programs to entice consumers to book with them. We are always looking to ensure our standards continue to increase as we continue to offer guests our own incentives, to set ourselves apart from our competitors.”

By Mandy Clarke, Industry Reporter

The brand declares that their point of difference is all about “focusing on the details that matter for guests” and this is exactly the level of care that shines through every detail of this establishment – from the welcoming look, design and features of the property, to the level of high class service provided by the AVANI team.

Before the hotel opened it was important to get every element perfect for guests. Jeremy stated: “By focusing on the personal details that matter, we’ve been able to ensure all aspects of the opening were looked after.

“Moreover, the response to the opening of AVANI Metropolis Auckland Residences as a new hotel brand in Auckland has been outstanding. It is well deserved being such a stunning property, in a great location, and the reaction from, our guests has been very positive, with many great reviews.”

Being part of the growth of the AVANI brand is exciting for everyone involved, and Jeremy concluded: “We’ve continued to see an increase

GET YOUR FREE TICKET AT NOVACANCY.COM.AU WITH CODE: AMGNZ

AUTUMN 2018

43

r refurbishment Hotel Design:

The imperative for exceptional hotel interior design IT'S SO OFTEN SAID THAT WE ARE WHAT WE EAT, BUT ADDITIONALLY, WE ARE WHERE WE LIVE. Homes, offices and all matter of public spaces influence our moods and the conversations we have as well as motivate us to think differently about the world.

As community leaders, not only should hoteliers strive to serve their surrounding neighbourhoods by delivering on all guest service promises, providing jobs and acting as either casual or corporate meeting places, but we should also start to think about how we are inspiring those around us through the physical presentation of our products.

Hotels can be so much more than mere heads-in-beds structures. Every corridor, guestroom, carport, lobby bar or alcove is an opportunity to enhance a person's internal drive or creative spirit by paying attention to the space's design.

Moreover, and hitting closer to home, hotel interior design can lead to better customer satisfaction scores, higher occupancy, commanding a greater ADR and more support from locals.

As this is an all-too-critical aspect of any property – in addition to one that's often overlooked or in need of a refresh – I've reached out to the

44

ACCOM MANAGEMENT GUIDE

Larry Mogelonsky

enigmatic Todd-Avery Lenahan – international luxury hotel, resort, estate designer and CEO/Founder of award-winning TAL Studio

What makes a great hotel design?

A great design, in my consideration, is one that first and foremost fulfils both the developer and management company's financial and operational objectives, and then exceeds the consumer expectations of what constitutes anticipatory and intuitive design that provokes positive emotional response, is contextual, is respectful of and honours culture and location, and builds loyalty with assurances of future patronage.

How do you imbue a sense of place into design?

By being a well-read, well-studied, inquisitive knowledge seeker with rigorously researched investigations and explorations of people and place.

I often think of what we do as foundational work at the onset of a design process as being much like the work of a cultural anthropologist. It's essential to be a humble student of the cultural, social, geographic, economic, political and even spiritual history of a place to imbue a project with the sincerity and authenticity that create a sense of place. Sense of place is not achieved via decorative affectation that relies upon visual cues and easy associations with what the public believes defines for a region and culture.

NOVACANCY ACCOMMODATION BUSINESS EXPO @ ICC SYDNEY EXHIBITION CENTRE, 17-18 JULY 2018

refurbishment r

Have you ever calculated the return on investment for owners based upon enhanced design?

Yes, this is possible and we've done so. We've been able to do this most easily with renovations that have transformed an existing asset in which the operator, brand, program, operating expense, staffing and so on have all remained the same with the only change being the design environment and physical asset.

By isolating design as the only variable in the equation and knowing the cost associated with the renovation, it's straightforward to analyse the revenue difference after the renovation and arrive at an understanding of the ROI. I've written that in many mid-range hotels, I've woken up and could not differentiate the brand of hotel.

What has happened to make this occur?

I have many thoughts about this, but they are merely opinions and not substantiated finings. I don't work with mid-range product developers or operators so I don't have validation of my assessments of this phenomenon. Ultimately, ease of product delivery and operation, expedience in making it to market, risk avoidance, and a marginalising of consumer expectations seem to be a big part of what you've referenced as your experience. A corporation with more than 20 brands whose difference in product or service offerings are virtually indistinguishable from one another provides an interesting opportunity for a case study.

become more convicted. When considering the body of work undertaken with my portfolio over the past decade, I believe it's easy to discern that I'm artistically motivated but never motivated by trends. Creating enduring and timeless work, regardless of the design genre or vernacular, is a hallmark of our studio that transcends the passage of time and remains relevant even in times of rapidly evolving cultural, socio-economic and artistic influences.

By Larry Mogelonsky, Founder, LMA Communications

Should great design be limited only to five star properties?

Can mid-range products 'afford' a great design sense?

Mid-range products can most definitely afford a design sense. Great design experiences are not dependent upon 'great' budgets as a variable that allows thoughtful design to be an essential part of the development process. I often remind our clients that we embrace time and money as fixed, but we regard vision and creativity as a variable to which a price can't be ascribed. Ideas that ultimately result in environments with evidence of care and thoughtfulness are by no means dependent upon higher levels of investment. Rather, they are dependent upon higher levels of creativity and intelligence in the development process.

What great architects and designers have you learned from?

There are many 'greats' that I've worked with in my past role as a developer that I found to be incredibly inspiring. However, there are many uncelebrated and less notable practitioners that have been equally and often more impactful on my career experience. There has never been an architect or designer from whom I've not learned something of benefit, whether it's been about client service, technical execution, legal matters, creative process, human resource dynamics or nearly anything else.

Poolside style Dress up your pool in style with furniture from Soren Liv. We are manufacturers, wholesalers and importers who can provide turn-key furniture solutions for that new build or hotel refurbishment.

So sit back and relax by the pool, we’ll take care of the rest.

I've been afforded an extraordinary learning opportunity throughout my career that is ongoing, and I regard everyone with whom I work as a valued and respected source of knowledge whether what I've gained is major or minor.

How has your design style changed over the past decade?

The work of my studio 'evolves' more so than it changes. My principles and values remain constant through time and, in some ways, have GET YOUR FREE TICKET AT NOVACANCY.COM.AU WITH CODE: AMGNZ

Helpdesk 0800 001 690 |

www.sorenliv.com AUTUMN 2018

45

p property Purchasing:

Property purchase - getting your ducks in a row

WHEN BUYING AN ACCOMMODATION BUSINESS, THERE ARE TWO KEY FACTORS THAT MUST BE RESEARCHED AND UNDERSTOOD BEFORE COMMITTING TO A PURCHASE – THE LEASE AGREEMENT AND THE FINANCIAL POSITION OF THE BUSINESS. If you have your ‘ducks in a row’ where these components are concerned, you will avoid any surprises that could unravel your plans or disrupt your momentum.

The lease holds an intricacy of details and is essentially the foundation of any accommodation business. Without a defined and watertight lease, the business is at the mercy of the landlord, and the owner and their asset are without protection.

The key points you should look for in a lease agreement are: • • • • •

The length of the lease The rent review period The maintenance fund Maintenance requirements and schedules The right of refusal

In the accommodation sector, the length of the lease is crucial. Not only does it determine the value of the business, but unlike other sectors, relocation is not an option; therefore, the length of the lease determines the security of the business. Of course, a lease will likely be renewed, but this is never a guarantee. As a rule of thumb, a lease with a healthy timeframe left in play, is your best bet. Request a document containing the terms of the lease, as this is your best insurance.

The rent review period states when the landlord can next increase the rent. In general, buyers should look for a review that is due a couple of years from the date of purchase. In the initial years, keeping rent and other costs consistent, will give your business the best chance of success and breathing space to absorb the unforeseen.

Maintenance funds are owned by the property, not the lessor or the lessee. It is usual that the fund is around five percent of agreed annual

46

ACCOM MANAGEMENT GUIDE

rent, not profit. A healthy maintenance fund is a good selling point, adding further value to the business, particularly if the building is in good condition. With this in mind, a clever lessee will use their fund wisely, viewing it as an asset to the business rather than a pot of gold to be spent. If you're looking to buy an accommodation business, a healthy maintenance fund can be viewed as further assurance that the property is sound and has been well maintained.

A maintenance schedule is a binding agreement between landlord and lessee, it determines how often any painting or repair work should be carried out on the property. A property where all work of this nature is up-to-date, will not only be aesthetically more appealing, but will mean that you can get straight to work building your business.

The right of refusal is only important when it comes time to sell your business, it's usual that this right is owed to the landlord. Before you begin marketing the sale of your business, you will need to ascertain the landlords intentions.

As with any business, information relating to finances will be critical to your decision making. Records relating to cashflow, operating costs, accounts and GST will illustrate the financial landscape of the business.

It is important to ensure that all these records are current and no more than a couple of months old.

Unique to the financial portfolio of an accommodation business, is that of occupancy rates, revenues and room rates. This information is at the heart of how the business performs throughout the year. It will highlight trends, help to identify potential growth areas, ways to improve the existing model, or where savings can be made. With a good grasp on these three points, you will know exactly where the business is at and how best to plan your approach once you takeover.

In this current market, the accommodation sector is buoyant and witnessing great results, it's a great time to buy or sell. With some good preparation and thorough research, you can achieve optimum results, capitalise on the market's success and claim your slice of the pie.

By Aaron Toresen & Bruce Cattell, Directors, Link Business Franchising

NOVACANCY ACCOMMODATION BUSINESS EXPO @ ICC SYDNEY EXHIBITION CENTRE, 17-18 JULY 2018

NZ’s Leading Business Brokerage The Accommodation & Tourism Experts Freehold Russell Lodge / B&B, Spectacular Views

Location: Russell, Far North Asking Price: By Negotiation

ref: 18120

Perfect opportunity for immigration applicants! This award winning property is located on the cliffs of ‘Romantique Russell’ in the Bay of Islands. Having undergone a sophisticated renovation in 2008/2010, the lodge now offers 5 star accommodation to guests. An incredible lifestyle could be yours. Enjoy the private residence, with its outstanding views across the Russell village and the Bay of Islands.

LINK Northland Jenny Blain 021 455 421 / jenny.blain@linkbusiness.co.nz Michael Osborne / 027 242 6881

Gables Lakefront Motel

ref: EL01319

Management Rights. Onetangi Beach, Waiheke Island

Location: Waiheke Asking Price: $1,200,000

LINK Auckland, Ellerslie Lindsay Sandes 021 895 940 / lindsay.sandes@linkbusiness.co.nz

Quality Mt Maunganui Management Rights Business

Location: Taupo Asking Price: $1,150,000

The owners home has a new kitchen and the living room opens to a huge deck with fabulous lake views.

Location: Tauranga Asking Price: $1,180,000

ref: EL01154

Quest Franchise Apartment Hotel Business

Seldom, if ever do we see a FREEHOLD motel in this region come to the market.

The Bay Palm Motel will be a very attractive proposition for any investor as it is located in the heart of one of New Zealand’s tourism hotspots and the population growth and infrastructure development in Tauranga is phenomenal.

Location: Tauranga Asking Price: POA

LINK Auckland, Ellerslie Gordon Fridge 022 156 9330 / gordon.fridge@linkbusiness.co.nz

Quest Napier has recently enjoyed year on year sales growth, has a great location, presentation panache and a new owner will enjoy significant annual surplus

ref: EL01007

This is a great opportunity for a new motivated owner to develop the business and reap the benefits of a growing tourist market.

LINK Auckland, Ellerslie Jono Jarvis 021 177 9760 / jono.jarvis@linkbusiness.co.nz

Talk to Quests recognised franchise broker today to secure this business. Quest franchise application and criteria are mandatory for all purchasers.

LINK Auckland, Ellerslie Lindsay Sandes 021 895 940 / lindsay.sandes@linkbusiness.co.nz

Wairarapa Motel In the Heart of Wine County

For sale as a Freehold Going Concern (land, buildings and business) Lake Roxburgh Lodge is located near the picturesque Central Otago town of Roxburgh with approximately 2 acres of landscaped gardens and sweeping views of the surrounding mountains.

Location: Central Otago Asking Price: $795,000

ref: EL01262

Quest Napier is an award winning successful apartment hotel business. Seldom do Quest businesses become available in this tightly held accommodation Franchise.

Location: Napier Asking Price: $1,200,000

Freehold Going Concern

The complex is earning the money needed to support your new lifestyle – bring the boat with you! Why work for someone else?

LINK Auckland, Ellerslie Gordon Fridge 022 156 9330 / gordon.fridge@linkbusiness.co.nz

LINK Auckland, Ellerslie Ray Hart 021 335 488 / ray.hart@linkbusiness.co.nz

FREEHOLD Motel, Mount Maunganui

ref: EL00568

Over the past year, the demand for tourism accommodation businesses in the Mount has simply outstripped demand. The Capri is one of the few remaining, affordable opportunities to cash in on this highly desirable and lucrative market.

Gables Lakefront is a top-rated business with an ultimate lifestyle located in Taupo with the main sandy swimming beach across the road.

This motel has a well-established local return clientele/long stay guests and there is a noticeable increase in the American market.

ref: EL01261

The opportunity to own a beach-side apartment and management right business on Waiheke is seldom available.

New owners could enjoy the best of Waiheke. Consistent business growth, steps from Onetangi Beach and Boathouse Café, this business provides you the opportunity to accommodate holiday guests and corporate clients on Auckland’s doorstep.

ref: WL00110

• 16 unit leasehold property • 7 independent apartments under management contract • Easy access to Wellington, rural lifestyle, great schools • Great opportunity to grow further

Location: Southern Wairarapa Asking Price: $495,000

• This is an ideal opportunity to boost the performance of an excellent Motel business

LINK Wellington Dave Morgan 021 471 992 / dave.morgan@linkbusiness.co.nz

LINK New Zealand 0800 546 528 linkbusiness.co.nz

WORLD’S NO.1 BUSINESS BROKERAGE

All LINK NZ offices are Licensed REAA08

t technology Phone Systems:

Tel-e-phone system provider what you want TELL US IF WE’RE WRONG: YOU WANT A PHONE SYSTEM THAT WILL CUT COSTS, SUPPORT MOBILITY AND SOUND PROFESSIONAL? Easy-peasy.

Just kidding. Nothing’s ‘easy’ in hospitality, but it’s definitely possible.

You can have whatever system is going to meet your needs; the key is understanding your needs and knowing what’s on the market as well as what direction phone technology is heading.

Why are phone systems important?

Operating the right hospitality telephone system is crucial to the success of your business.

It is your main contact with guests, employees, clients and vendors, so the right choice of system should help you increase heads on beds, promote excellent communication with your team and improve connectivity to your customers.

But there are many phone systems on the market, so you need to be careful when making a decision or you might end up with an expensive system that does not fit your business needs. There are many factors to take into consideration and the technology keeps evolving, which can make it very confusing!

With effective communication crucial to an accommodation provider’s success, a unique system needs to be in place, a telephone system that can accommodate all of your internal and external calls. A larger property may need a more sophisticated setup but for a smaller establishment, a basic telephone platform may be sufficient.

What functions are available?

Hospitality phone systems generally have the same functions as a regular business telephone system but with a few special features to accommodate hotel requirements. The accommodation industry typically uses these types of phone systems: PBX, a traditionally wired system that links all phones to a single PBX and it is reliable in terms of downtime and drop-out rates.

VoIP is the latest in hospitality communication innovation. When system phones are connected to VoIP, this is more of a hosted system. Hosted systems are where handsets are kept at the site and run from a remote location; so they can be limited in the number of features offered. With regard to a traditional telephone system on site, they can be connected to VoIP trunks, which can offer cheaper calls and line rentals but traditional telephone systems have more features available. You can also operate the intercom and paging features even in the event that you lose your VoIP connection. In the situation where a hosted system loses connectivity though, there would not be any available features.

to find out information they commonly ring up to find out (like how to operate the air conditioning). These settings save you time, particularly if you’re an owner-operator of a smaller property. There are also options out there for guests to leave messages for specific members of staff or departments (like housekeeping or room service). This has the phone system acting like a concierge, navigating calls and messages to streamline staff productivity.

More advanced features to consider are hospitality platforms with a search box to find client or staff names, one-click call/transfer, pop up screen that displays guest information and that vital guest information is attached to the guest’s name and not the phone. Also, prompts in the client’s preferred language, different wake up options and an option to check out using the room phone.

Mobile phone usage A common mistake, particularly in family-run operations, is running an accommodation property via mobile data. It might seem like the easiest way to stay in touch, but it can be far more expensive and inconvenient, particularly if your property is multi-storey, high-rise or rural where signal drops out or experiences dead zones.

Another problem with relying on mobile phones is that it blurs the line between work and home. If people are using mobile phones to interact with colleagues and guests, it makes those after-hours messages impossible to avoid and a constant reminder of work duties. It’s also harder to enforce communication platforms on a smartphone, where people have access to Facebook and other forms of social media.

It’s never a good idea to host private business communication on an unmonitored third-party website like that.

Industry insights Simon Gillett, technical service manager at Voicepro, told AMG… It might be time to start considering upgrading existing hardware or services if any of the following applies to a manager’s business…

1. The phones or hardware are aged and starting to cause issues with the operators, staff and more importantly guests. Check Simon Gillett that the existing service provider still supports this hardware; if not, it might be time to find out if anyone still does.

2.

If the monthly services rental for their Telco and/or hardware has increased or if the monthly bill is hard to decipher, this is all normally for a reason, which with the right service provider and support, could mean time for a change for savings, more helpful advice and easier to read bills.

3.

If they are looking for some additional features or integration to help the general day-to-day running of the business or to help improve their guests overall experience. For example, database integration so repeat guests are greeted by name on the phone before they’ve introduced themselves, guest voicemail to email, so if the guest has received a message from a caller or the staff need to reach out they can leave a message on the guest extension which is emailed out.

Property specifications However small your property, it is essential that your hospitality telephone system offers basic features: front desk telephones with guest information (check out time/date), wake-up alarms, reminders, external calls from guest rooms, call cost features that connect to the billing department and a user-friendly phone interface. International guests are likely not to have working mobile phones due to roaming fees so they will want to use phones while staying with you.

Some systems have automated settings so that guests can interact

50

ACCOM MANAGEMENT GUIDE

NOVACANCY ACCOMMODATION BUSINESS EXPO @ ICC SYDNEY EXHIBITION CENTRE, 17-18 JULY 2018

technology t

A few main choices…

Issues that the industry may face…

To keep the monthly rental down on services like line rental, calling costs, internet data, etc., we would still recommend an on premise PBX that comes with all the features a hotel/motel would need like operator consoles, wakeup timers, room logging in and out features and integration to PSM and call accounting platform forms/databases.

In our experience, the key issues that would impact an in-house PBX would be poor maintenance or servicing.

We now call our on-premise phone system solutions ‘hybrid solutions’ meaning they can continue to run on existing copper cabling, data cabling, fibre if needed, continue to run old and new analogue/digital or VOIP handsets but also have connectivity and support for any type of phone line. The other main solution would be a cloud PBX, using VOIP iP handsets and in some cases analogue or digital handsets that can connect back to a service provider’s cloud phone system product. This can be a good way to save the capital outlay of purchasing and maintain (if required) an on-premise phone system but normally means a slightly higher monthly service rental from the provider.

Depending on the product hosted in the cloud and the features needed by the business this could mean a loss of some features and requirements. This would need to be thoroughly discussed with the sales team of the service provider to check everyone is on the same page as far as feature set, call cost/billing integration before signing.

Damaged cabling through accidental pulling of cables or bad positioned outlets. External service provider issues like a dead copper phone lines, power outage or surge. Well-used end-user guest phones in need of replacing. Unplugging of devices.

Generally speaking most of the above issues would be an issue with onpremise or hosted solutions. The most important part of getting any of the above issues resolved efficiently would be a provider you can trust.

Not just a telco selling a cloud solution and then anything that goes wrong in-house is your issue but a provider that can assist remotely and if it comes to it onsite with any issue that might arise.

You can sell a fantastic solution whether its in-house or hosted off site, with advanced handsets but if the cable breaks running that phone you might be left waiting for a cabling company to have a free slot to come out and fix it.

We recommend a one stop shop.

By Rosie Clarke, Editor

We understand the New Zealand business environment and specialise in providing a full suite of high quality data, voice and mobile APP telecommunications services with options to suit all customers. Expert advice and personalised service.

We strive to keep all our customers 100% happy & make working with us simple & cost effective.

- On Premise and Cloud Phones - Billing or Integration options - Dect / Long Range Cordless - WiFi Access and Solutions - Service and Support - Mobile APPs - Hospitality Handsets - Personalised Handsets - CRM and Database Integration - Preferred installers of various brands - Doorphone Access Systems

Call: 0800 729 435

Email: info@voicepro.co.nz

GET YOUR FREE TICKET AT NOVACANCY.COM.AU WITH CODE: AMGNZ

Visit: www.voicepro.co.nz AUTUMN 2018

51

t technology Hospitality TVs:

The future of hospitality TVs: what’s coming?

The evolution of Hotel TV

TELEVISION IS 92 YEARS OLD. THE FIRST TV DEMONSTRATION IS WIDELY CONSIDERED TO HAVE TAKEN PLACE IN LONDON IN 1926, WHEN AN INVENTOR CALLED JOHN LOGIE BAIRD TELEVISED A MOVING IMAGE OF A VENTRILOQUIST’S DUMMY.

From toddlers to elderly people, choice has become the benchmark of entertainment. If a TV has nothing on for you to watch in 2018, you’re switching it off and turning to your phone. For accommodation providers, this means you’ve lost their attention and are no longer providing a service.

Engaging guests from beginning to end, is the goal if you want to create an experience they will remember. When it comes to hospitality TVs, you shouldn’t think of it as an accessory that guests no longer need; it’s an extension of what they want. Which is choice.

52

ACCOM MANAGEMENT GUIDE

First Adopter

Streaming & Mirroring Consumer OTT (Over the top) Consumer High definition IPTV/RF Consumer

Time

In a way, it’s ironic that the first snippet of television centred around a ventriloquist’s dummy; modern TV is still populated by ‘talking heads’.

Is television in 2018 so different from the old Punch & Judy puppet theatres? Audiences are still captivated by conflict, foul language and broad stroke comedy. Instead of throwing rotting fruit or sweetsmelling flowers, audiences now react to their entertainment on social media but the impulse is essentially the same. One thing certainly has changed for modern day audiences though, and that’s the element of choice.

Feature

Standard definition IPTV Hotel RF Video On Demand Hotel RF Interactive Services Hotel RF TV Channels Consumer

If I booked a room in your property, would I be able to watch movies on-demand? Could I watch Foxtel or something I may not have access to at home? Can I stream my own devices? Can I mirror the screen to my laptop or phone? Do I need an HDMI cord or is the wifi strong enough? These are the questions running through guests’ minds when they enter a guestroom for the first time. There’s nothing quite so sad as a huge TV in a hotel room that’s useless because it doesn’t stream, mirror or have access to any decent channels.

NOVACANCY ACCOMMODATION BUSINESS EXPO @ ICC SYDNEY EXHIBITION CENTRE, 17-18 JULY 2018

technology t

Industry views

Michael Carvosso from Westan Australia said:

Brendon Granger from Technology 4 Hotels said:

“The key thing we see in in-room entertainment is the move away from a traditional movie system or VOD provider, which is having a few different flow on effects. Firstly this, in many ways, makes our lives and the hoteliers lives more complicated as there were companies that provided a role in project managing the installation and configuration of the TV and without them it requires more specialised installers to achieve full functionality from the TV; this is something hoteliers should think about as modern hotel TVs are not just ‘ hang and bang’ products.

“Throughout the history of hotel TV, there have only been a few occasions where the hotel TV solution wow’d the guest, and this was many years ago. Video on demand allowed hotel guest to watch new movie releases and the adoption of IPTV allowed the hotel to offer consistent channel quality across the entire hotel. Before this, the coax RF-based solutions varied from acceptable quality to snow!

“However, the consumerisation of technology (with the release of the smartphone) has meant that the consumer has led the way in entertainment technology for many years now and hotels have struggled to keep up.

“Guests now have access to more content than they had ever dreamed of and from anywhere. Today we are at the streaming/mirroring point.

Many brands offer streaming and mirroring for Android users. Apple TV offers streaming and mirroring for iOS and Mac OS. Neither solution works with the other. Chromecast bridges the gap to a certain extent as it works on both Android and iOS but you can’t play content from iTunes via Chromecast.

“Whats next? I think app-based TV (the apps may not necessarily be on the TV) will be the next big thing. Do you still cast or stream content at home anymore? If you have a smartTV with apps the answer is probably ‘no’, you just turn on the TV and open Netflix or ABC iView, etc. What if you could do this is a hotel? Not by signing into your account on the app on the TV itself. This can be too hard with a hotel remote and is it secure? Let's say there was a device in the room, like an Apple TV, that allowed you to upload your apps and your profile to it simply but taping your phone on it. Then the apps displayed on the TV have your credentials. So it's just like you are at home. Of course, the device that has your data on it needs to automatically clear down of all of your credentials, settings, content and any app you downloaded on your check-out. The device should be restored to a standardised per property configuration and, of course, these devices should be remotely manageable and updateable.

“On top of this, voice control is coming of age. It will be the next major form of navigation and locating content. Voice control is already built into products like Apple TV and is being built into TVs.” GET YOUR FREE TICKET AT NOVACANCY.COM.AU WITH CODE: AMGNZ

“These same companies are re-branding themselves as hotel technology providers, making it more about the service and not about the content. I wish them well as with their expertise they are valuable partners in the hotel space; hoteliers should think about using them as such. The TV has a bigger role to play now with guests wanting BYOC and BYOD. TVs with Netflix can let guests access their account from within the hotel room and with an onboard casting app, can support both Apple and Android casting devices. The TV can also double as a digital compendium but, again, a skilled installer, reseller or partner needs to work with the hotel to guide them through this process.

“What I see is the whole in-room entertainment ecosystem changing and resellers that are not tech savvy, who just fulfil an order from the hotel, are not equipped to handle the demands of a modern rollout no matter what brand of TV is being used.

“If you cannot stream high quality video then a 4K TV is a bit pointless, not to mention we don’t even broadcast Full HD TV (1920x1080) so you can’t even watch free to air TV at the resolution of a 4K TV. However, there is an argument for future proofing; hoping that someday our infrastructure catches up to our display technology and if you are buying commercial grade hotel TV you are buying them for an intended lifespan of five years perhaps we can get a decent internet infrastructure in the next five years and maybe even a decent free to air broadcast signal.

“The technology in the TV has to keep pace with the technology in the device. It has to support latest video and audio formats, video encryption technology, video compression technology. The TV has to evolve with the devices casting to the TV.”

By Rosie Clarke, Editor AUTUMN 2018

53

fb food & beverage Water Options:

Water’s not optional, so make the most of it WHETHER YOU’VE THOUGHT ABOUT YOUR WATER OPTIONS OR NOT, GUESTS WILL BE DRINKING WATER DURING THEIR STAY.

they provide filtered water access to all guests, visitors and staff.

Guestrooms can easily be stocked with water filters if you don’t have minibars or offer complimentary drinks.

Worst case scenario; they’re drinking unfiltered tap water that leaves them with a bad taste in their mouth and doesn’t benefit you at all.

Sparkling water tends to be served in fancy little glass bottles but can also be on-tap in common areas and mixed with cordials or fruits for a more special impact. It’s a particularly versatile beverage to serve when you don’t want to offer guests alcohol or make alcohol available in guestrooms.

So here are some thoughts in case you haven’t yet considered ways that you can not only monetise your water offering, but present guests with water options that leave them completely satisfied and utterly impressed...

Types of water The simplest form of water to take care of is boiling: you need to make sure your guests can make themselves hot drinks (or request them, at least). A decent kettle and safe in-room space to boil and pour should suffice.

Ambient water is best served filtered (and preferably garnished or flavoured) in public spaces. The lobby is a great example; set some attractive jugs or beakers next to stacks of glasses or cups on the reception desk or near a seating area. If you have a restaurant or breakfast area, make water accessible between serving hours.

Bubblers and water fountains are terrific public area solutions because

Is plastic okay?

Bottled water requires a responsible approach, against the backdrop of the worldwide push against its use, while cities and institutions are banning the sale of bottle water outright, with mixed success.

A research paper titled ‘The Unintended Consequences of Changes in Beverage Options’, published in the American Journal of Public Health found a total ban at The University of Vermont actually increased the number of bottles being thrown out. People just drank more sugary beverages – and consumers tend to reuse water bottles, but discard soft drink bottles. Perhaps this means focussing on the bottle itself is advised. What is going to happen to those bottles after use, and what sort of care is being taken in their production?

Set the scene

Design your vision for conferences, events, buffets, and banquets with our wide range of table linen •

Fitted Table Cloths – Are designed and custom made for you either using black microsuede or in a range of coloured Caress fabrics.

•

Standard Table Cloths – The Caress Table linen range is available in a variety of colours and size options. We also offer a choice of Damask Polyester or 100% cotton

•

Pleated skirting – Fantastic for wedding and conference tables

•

Napkins – Create a professional feel with polyester, cotton or a bistro design

•

Chair Covers – One size fits all, available in black or white

•

Clips for Table Skirts – Very useful clear clips to attach pleated skirting

A variety of custom-made table cloths are available. Please phone us for further details

Call 0800 HOSTEX (467 839) | orders@hospitalitytextiles.co.nz | www.hospitalitytextiles.co.nz 54

ACCOM MANAGEMENT GUIDE

NOVACANCY ACCOMMODATION BUSINESS EXPO @ ICC SYDNEY EXHIBITION CENTRE, 17-18 JULY 2018

food & beverage fb

Making sure you have an effective recycling system inside your accommodation property is essential to minimise your carbon footprint.

Remember that many international guests will be from countries or areas that don’t prioritize recycling, so it’s part of your job as a host to educate your guests as best you can on the importance of recycling etiquette here.

Many plastic containers are now available BPA-free. BPA stands for bisphenol A, which is a chemical that has been used in the industrial production of plastics and resins since the 1960s, and can leach into food or beverages from containers. Enquire with your supplier to find out about the BPA content of your water bottles. Glass bottles are a

Some thoughts in case you haven’t yet considered how to monetise your water offering

great luxurious alternative if you want to avoid plastic.

By Rosie Clarke, Editor

GET YOUR FREE TICKET AT NOVACANCY.COM.AU WITH CODE: AMGNZ

AUTUMN 2018

55

gf guest facilities Pool Heating:

How to get your guests in the pool when it’s cool

IS IT A GASP-INDUCING ICEBOX OR HEATED, LOVELY AND WARM? As chilly weather descends, it's worth taking a few easy measures to ensure your pool area is delightfully enticing so you can make the most of your assets and keep guests happy year-round.

Of course, you want to factor in the cost of keeping a heated pool running and maintained into the price of your accommodation. A beautifully heated pool is a luxury that you should be using as a huge selling point for your accom. Keep summer going for as long as you can.

Check out these tips to ensure your heated pool is a hub of activity all year round...

Invest in an economical pop-up bar, which can be rolled out with minimal effort and staffing requirements. Why not add a pool menu to your list of options with easy to serve snack options to keep peckish guests satisfied between restaurant hours?

2. Pool vibes on point If you want guests to use your pool, make sure it is visually appealing and immaculately clean. Ensure there are plenty of clean deck chairs and umbrellas to use and staff members to tend to requests such as extra towels, drink and food orders.

3. Inflatables

1. Pool bar

It’s no secret kids love pools and even if it is freezing outside, they will find a way to spend an hour or two splashing around in the hotel pool. When the water’s warm and the air’s chilly, they won’t want to get out!

There is no bigger drawcard for parents or business clientele than a pool bar. A drink by the pool, whether you are going for a dip or not, is an idyllic way to unwind and relax. Don’t have a pool bar?

Make your littlest guests feel welcome with a bevy of pool inflatables to play with. These days you can get everything from giant flamingos and dragons to boats and inflatable thongs.

56

ACCOM MANAGEMENT GUIDE

NOVACANCY ACCOMMODATION BUSINESS EXPO @ ICC SYDNEY EXHIBITION CENTRE, 17-18 JULY 2018

guest facilities gf

Have a bit of fun with your selection, and see your pool area come to life with colour and excitement no matter how grey the sky is.

4. Mix work and play Tempt business guests to make use of the pool area by providing suitable work stations poolside. Even if guests don't want to get their toes wet they may appreciate the poolside ambiance your facility provides. If suitable for your pool shape, you could add a swim lane for guests who want to swim off stress with a few laps.

Make your heated pool a hotel facility that your guests feel comfortable to use no matter what the season

Regardless of the weather, make your heated pool a hotel facility that your guests feel comfortable to use no matter what the season.

By Aimee Ley

SUBSCRIBE TO ACCOM MANAGEMENT GUIDE ONE YEAR ONLY $39.95 FOR 4 ISSUES • TWO YEARS ONLY $69.95 FOR 8 ISSUES

Your Subscription Details:

Bringing industry professionals together.

Accom Management Guide (AMG) is unrivalled as the premier product and service guide for the accommodation industry, providing the accommodation professional with the critically important, but often disregarded, background information on the real issues that are vitally pertinent to the successful operation of all genres of accommodation properties.

Name: Position: Company:

Order & Payment Details: Phone: 1 Year (4 issues) Only $39.95 Incl GST

2 Years (8 issues) Only $69.95 Incl GST

Fax: I enclose cheque in payment, or

Email:

Please charge this purchase to my Credit Card

Website:

Mastercard

Visa

Card Number:

Address: Address 2:

Name on Card:

Expiry Date:

Suburb: Signature:

Town: Post Code:

* Please note a $6.00 per issue charge applies to all delveries outside New Zealand.

PHONE: 03 365 5575 FAX: (03) 365 1655 POST: PO BOX 5104, PAPANUI, CHRISTCHURCH 8542 EMAIL: SUBSCRIPTIONS@AMGUIDE.CO.NZ PLEASE MAKE ALL CHEQUES PAYABLE TO MULTIMEDIA PUBLISHING LIMITED GST: 98-011-021. This form can be used as a tax invoice for GST purposes. All rates include GST. E&OE.

GET YOUR FREE TICKET AT NOVACANCY.COM.AU WITH CODE: AMGNZ

AUTUMN 2018

57

gf guest facilities Pool Heating:

Benefits to heating your pool using a heat pump HEAT PUMPS ARE FAST BECOMING A MAINSTREAM HEATING SOLUTION FOR DOMESTIC AND COMMERCIAL POOL AND SPA APPLICATIONS ACROSS AUSTRALIA, AND FOR GOOD REASON! They surpass traditional methods of heating, while saving energy, reducing running costs and cutting carbon emissions. So, if you are using older pool heating technology like gas or electric element to heat your pool or spa, this article is for you.

How they work A heat pump is a different way to use renewable energy to heat your pool water. Operating on a similar principal to an air conditioner system, a heat pump uses environmentally friendly refrigerant that extracts the latent heat from the air and transfers the heat into the pool water through a series of processes.

Energy efficiency Heat pumps are one of the most energy efficient pool heating systems available and produce far more energy than they consume. They are up to 600 percent more energy efficient than other heating technology, translating to exceptionally large savings in the long-term. For every single kw of electricity used, an average of around 6kW heating is produced using a heat pump. Compare this to gas that produces 800w of heat and electric element that produces 1kW of heat and you will quickly see that a heat pump is by far the most energy efficient option.

Eco-friendly A heat pump harvests natural heat from the air making it a green and cleaner option for pool heating. They utilise eco-friendly refrigerants like R-410A, which does not contribute to ozone depletion. Due to their energy efficiency, some energy companies offer business reward incentives for upgrading old inefficient heating technology to more energy efficient solutions like a heat pump that will help manage peak demand.

Durability When investing in pool heating, you want to know it is going to last. A good quality heat pump that is well maintained will have a 15+ year lifespan. A heat pump will far outlive a gas or electric element heater that will have at best a ten-year lifespan. Most heat pumps also come with long warranty periods, offering further peace of mind.

Repair and maintenance Like all pool heating equipment, proper maintenance and servicing will extend the life and performance of the heat pump. It is recommended that a heat pump is serviced annually to ensure the heat pump is running to the best of its ability. While heat pumps do require regular servicing, they typically have lower servicing and repair costs compared to gas heaters.

Low noise Most heat pumps come with dual speed fans - low and high speed. This gives users the option to run their heat pump at a low speed with reduced sounds levels, this is ideal for resorts and hotels who need to be mindful of their guests.

Heating and cooling

Technology

Efficiency

Heat Pump

Produces up to 6kW of heat from 1kW of electricity

Gas Heating

Produces approx. 800w of heat from 1kW of gas

Some heat pumps also offer a cooling function so when your pool reaches its desired temperature it can automatically go into cooling mode to keep the pool at its desired temperature.

Electric Element Heating

Produces 1kW of heat from 1kW of electricity

Latest technology

Low running costs With such great energy efficiency ratings, it only makes sense that this translates to low running costs. A heat pump typically costs around 85 percent less than electric element and 50 to 70 percent less than gas heating to heat a pool or spa.

Pool Heat Pump

Natural Gas Boiler

LPG Boiler

Electric Element

Benefits of a pool blanket

By utilising a pool blanket on your hotel pool and spa will save even more on your heating costs. Using a pool blanket when your pool is not in use will greatly minimise the water evaporation and loss of heat and will save up to 50 percent further on pool heating costs. Imagine the savings if you were to upgrade your old inefficient pool heater to a heat pump combined with a pool blanket. For most commercial facilities, a pool blanket may not be practical, and a heat pump can be sized without a blanket.

Running Costs c/kWh

58

ACCOM MANAGEMENT GUIDE GUIDE

Heat pumps offer the latest technology and advancements in pool heating.

These new improvements make heat pumps smarter in how they use energy, which results in lower running costs and longer life expectancy of the heat pump. Other advancements include thermotec defrost technology, electronic expansion valve, intelligent remote controllers, smart phone apps, ecofriendly technology and durability.

Heat pump pros • • • • • • • • •

Up to 600 percent more energy efficient than other heating technology Low running costs Eco-friendly Durable Low noise Heating and cooling technology Heats pool regardless of sunshine/weather conditions Latest technology including smart phone apps Easy installation and maintenance

Your resort pool and spa in an investment and one best maximised by your guests when combined with pool heating. Over the last decade, innovations in pool heating technology have enhanced heat pump technology so whether you are upgrading or installing pool heating for the first time, a heat pump could be the ideal solution for your business and could save you tens of thousands of dollars each year.

NOVACANCY ACCOMMODATION BUSINESS EXPO @ ICC SYDNEY EXHIBITION CENTRE, 17-18 JULY 2018

Indoor Pool Heating and Condensation Control Specialists consultation

design

manufacture

What makes an indoor pool special to your guests?

It provides the ultimate in comfort regardless of the weather.

When it comes to heating indoor pools, getting the right pool temperature and a comfortable environment in the enclosure is essential.

But that is not all ...

Indoor pools generate excessive amounts of humidity, which can create health problems for swimmers and if left unchecked can lead to premature degradation of the building.

We can show you how to minimise condensation build-up and prolong the life of your building.

You may also like to know how to dramatically reduce your running costs by using Vent-Air, Duoheat heat pump technology.

7R ĂŚQG RXW ZKDW ZH RIIHU DQG WR KDYH WKH PRVW HQHUJ\ HIĂŚFLHQW LQGRRU SRRO system and lowest heating cost, contact us

www.waterheating.co.nz 0800 33 66 33

service

gf guest facilities Case Study – Grand Mercure Wellington:

Grand Mercure Wellington skilfully updates leisure facilities AS ONE OF WELLINGTON’S MOST UPSCALE HOTELS, THE GRAND MERCURE WELLINGTON STUNS GUESTS WITH UPGRADED LEISURE FACILITIES. This beautifully updated contemporary hotel “brings to life the history and culture of the city through anecdotes of design, cuisine and service”. Ideal for business and leisure stays, the well-located hotel overlooks Wellington’s Cuban Quarter, and is close to fantastic restaurants, shopping and Te Papa Museum, with easy access to local attractions and central city businesses by foot, car and public transport. The Grand Mercure Wellington is situated at 345 The Terrace, Wellington.

General manager Jade Stunden says: “The hotel had already been upgraded and this recent project focussed on the leisure facilities, including gym, pool and sauna. “The contemporary look and feel of the leisure facility resonates with our guests. We have created a peaceful sanctuary where guests can relax in the sauna and our 12m indoor heated swimming pool, or work out in our modern gym with the latest running and cycle equipment.”

According to Jade, the renovation took place mid-July 2017 and was finished on-time in November 2017. The hotel aims to offer a modern, convenient, and comfortable business and leisure retreat. Therefore, it was vital to create a user-friendly, enlivening and inviting environment throughout every aspect of the hotel, ensuring inclusivity for all guests.

“We were inspired to create a clean, uncluttered, and modern feel; a feature wall of tiles blends with a colour palate of black, white and blue. The soft lights providing a silhouette reflection in the pool, and the gym features a landscape wall of soft greens and local inspiration,” says Jade.

Watts + Hughes were responsible for project managing the upgrade, working alongside other service providers included Plumbing Services Ltd, Brian Electrical, Elite Tiling, Freedom Builders, central coatings Nz (L1 pool floor), AMS (mechanical/ air con), Argus Fire, Metro Glass, Total doors, MetCon, Holyoake (mechanical grill), Programmed (painting) L1 pool/gym areas), KRS (cleaning), Parks Demo, Vekart Joinery, Brommel Roofing, Wellington Scaffolding, Southern Hospitality.

“Saczka Campbell at Watts + Hughes was our main contact, and we were really impressed with the standard of the work. We were impressed with the expedient manner in which this project was completed,” says Jade. “To be honest, it was one of the more uncomplicated projects and the results have been reinforced by our guests. As with all projects like this, the main thing is to understand what is required from all parties and keep in regular contact with the project manager.” The tasteful upgrade of this hotel has been skilfully enhanced with the newly upgraded pool, gym and sauna facilities.

The Grand Mercure Wellington is ideal for guests who appreciate a beautiful heated lap pool and a relaxing sauna after their workout in a spacious, wellequipped gym.

“We are really happy with the results, and so are our guests. The feedback has been that we have an excellent facility that fits with our guests’ leisure retreat inner city hotel requirements,” says Jade.

“We’ve seen our guest satisfaction score increase when asked about our leisure facilities.”

The property is perfectly described by one reviewer on TripAdvisor (Stoney41) as “a big little hotel”, explaining that the “Grand Mercure is a small hotel that provides all the style and service you would normally associate with a much larger venue”.

By Mandy Clarke, Industry Reporter

60

ACCOM MANAGEMENT GUIDE GUIDE

NOVACANCY ACCOMMODATION BUSINESS EXPO @ ICC SYDNEY EXHIBITION CENTRE, 17-18 JULY 2018

energy & resources er Outdoor Heating:

Turning bleak mid-winters into sunny times NEW ZEALANDERS ARE BRED FOR THE OUTDOORS. Why else would so many Kiwis choose to travel a land of rugged mountains and plunging valleys on bicycles? But when the long white cloud descends and winter chill sets in, that devotion to outdoor living is challenged.

Accommodation providers need a way to keep their guests snug and allow them to spend their days and nights relaxing in comfort beneath the Southern Cross.

Those able to extend their outdoor season using cost-effective heating solutions will reap the benefits of utilising valuable floor space all year round, so customers can enjoy beer gardens, terraces, courtyards and smoking areas in comfort. Having an inviting courtyard to market can not only put bottoms on your rattan chairs, but dollars on your bottom line.

Heating options for your outdoor space Wood-burners, gas, infrared and electric heaters come in a dizzying array of shapes and sizes. From slimline wall-mounted thermastrips to deluxe stainless steel flame models, there’s an outdoor heater to suit every space and budget. Where once an outdoor heater was considered an ugly necessity, now it can be an integral part of sleek exterior design. Most models claim a level of environmental friendliness - with green credentials boosted by a concerted effort by manufacturers to enhance efficiency and cut emissions for even the cheapest models. The key when selecting a heater is to find what works best in terms of energy efficiency and effectiveness for your space.

Wood burners including Mexican chimeneas are attractive and inviting, but can prove smoky, are unsuitable for use around young children and require a ready supply of logs.

Gas heaters are available in two types: propane and natural gas. Propane heaters usually have a heavy base for the gas bottle and a mushroomshaped cap to reflect the heat. They offer flexibility of positioning and should have piezo ignition which start them at the press of a button, but they require adequate ventilation as they release carbon monoxide. A 9kg bottle for a propane gas heater will need replacing after about 10 hours of use. Natural gas heaters are usually fixed into position on floors or walls and plumbed by a licensed gasfitter. The gas doesn’t run out and they cannot be tipped over.

Electric radiant heaters just need to be plugged into a regular electric socket. They produce a soft, ambient light as well as heat and are safe to mount on walls, and under shade sails, umbrellas and other fabric coverings.

While more electric radiant heaters may be needed to heat the same area as gas heaters, the total running costs work out at about the same.

Infrared heaters provide a gentle warmth that can feel more comfortable than conventional radiant heat as they heat objects in a space rather than the air. They provide a penetrating and even heat that does not dry out the air.

They are more efficient than conventional electric heaters but generally more expensive and bulky.

Safety considerations Ceiling height is important when considering which heating option is best for your space. Outdoor spaces with ceilings up to four metres can use both gas-fired and electrically powered high intensity heaters, mounted on the walls or suspended from the ceiling. In spaces with low ceilings, mid-intensity electric heaters may be more suitable.

GET YOUR FREE TICKET AT NOVACANCY.COM.AU WITH CODE: AMGNZ

Level surfaces which can hold plenty of weight are essential when considering where to place outdoor heaters, while sheltered sites out of high wind areas are also important, with heaters kept a safe distance from lowhanging branches or other combustibles.

Safety switches are another essential feature. Propane gas heaters should have a tip-over safety switch for automatic shut-off if the gas is knocked over, while all heaters should have an internal safety switch that turns them off if they gets too hot and become a fire hazard.

Cool-touch glass is standard on most commercial outdoor heaters so they are safe around children and animals.

Safety approval certification, issued by either UL or CSA, ensures all safety requirements have been evaluated and met for each heater.

Efficiency controls Zone controls on heaters ensure only areas used by customers are heated, rather than large spaces which allowing for wasted energy.

Timers, remotes and switches allow for further control and better fuel efficiency. Remotes and passive infrared switches can be triggered by movement detected by sensors. These are best suited to units that provide instant heat, such as electric infrared heaters, to ensure equipment is operational only when required.

By Kate Jackson, Industry Reporter

Look for a quality, commercial-grade product Greg Trezise, national sales manager for Thermofilm, says:

heaters and improved element design on electric strip heaters, mean greater efficiency.

“When buying outdoor heaters, always look at the specifics of the area to be heated.

Consider the restrictions - mounting locations and services, for example. Ask yourself whether aesthetics are the key driver or whether maximum heat output or customer satisfaction are most important.

“Natural gas heaters have traditionally been perceived to have the lowest carbon footprint, but new solarpowered electric heaters, for example, have a low or zero carbon footprint.

“Look for a quality, commercial-grade product that lasts, from a reputable manufacturer with strong customer service and sales support.

“New commercial heating technologies, such as ceramic infra-red burners on gas

“It is very important to ensure that the heaters are kept clean and free from dust, insects, cobwebs and excessive water.

For seaside applications, a regular clean at least every three months is required to prevent salt build-up.

For portable gas units, it’s important to ensure that the gas regulators are operating correctly and all connections are tight and leak-free after changing LPG bottles.”

AUTUMN 2018

61

ss safety & security Mobile Check-in:

Why hotels should embrace digital key technology Brendon Granger

SELF-SERVICE IS BECOMING INCREASINGLY VALUED BY A GENERATION OF TRAVELLERS SEEKING GREATER CONVENIENCE AND FLEXIBILITY. At many global airports, self-service check-in and automated passport control kiosks are commonplace. Technology is now helping to reduce queues and speed up transit, removing the need for a once longwinded administrative process.

Yet for some reason, the technology hasn’t been widely rolled out in the hotel industry, despite the fact that demand is there. Research by Hotels.com revealed that 44 percent of US travellers would be happy using a mobile for hotel self-check-in.

The desire for self-service was found to be even greater in a study of business travellers in North America and Europe. The study found that travellers in the US (78 percent), Italy (77 percent), Canada (74 percent), Spain (73 percent), the Nordic countries (60 percent) and Germany (56 percent) preferred self-service technology to manage their travel.

As the demand for self-service grows, it’s worth looking at the considerable benefits that digital keys offer both guests and hotels.

62

ACCOM MANAGEMENT GUIDE

Benefits to guests Using just their smartphone, guests can use a digital key to skip the check-in procedure and gain instant access to their room. Offering this hassle-free alternative is something that can have a direct impact on levels of customer satisfaction.

Since Hilton launched their own digital key, Hilton guests using the technology are more likely to rate their “efficiency of arrival” nearly 10 percentage points higher than those using traditional check-in.

A mobile key also allows guests to access other areas of a hotel, such as the car park, elevator, or fitness centre. Additionally, a whole host of service requests can be made from anywhere in the hotel.

For instance, a digital key can be used to ask for housekeeping, issue a ‘do not disturb request’, or reserve a parking space at the hotel before arrival.

Activities and amenities no longer need to be booked through the front desk, either. A smartphone with a digital key can be used to book everything from a massage or spa treatment to a session on the hotel tennis court.

NOVACANCY ACCOMMODATION BUSINESS EXPO @ ICC SYDNEY EXHIBITION CENTRE, 17-18 JULY 2018

safety & security ss

With this kind of technology at their fingertips, the whole guest experience is elevated to another level of freedom and convenience

With this kind of technology at their fingertips, the whole guest experience is elevated to another level of freedom and convenience.

Benefits to hotels The demands on a front desk are considerable during busy check-in periods. But with more guests checking in themselves, this burden is relieved.

It’s fair to say the check-in process represents an important opportunity for building guest rapport. For that reason, diminishing its role might seem counterproductive. But in reality, the administrative process of form filling and fact-checking doesn’t really lend itself to moments of genuine interaction. If we are honest, front desk staff generally spend most of the check-in procedure looking at their computer screen rather than the guests.

However, freed up from the formalities of the check-in procedure, a front desk can spend more quality time on the moments that really matter.

This might involve offering helpful recommendations to guests as they head out for the day. It could mean having the chance to handle customer queries over the phone with greater care and attention, creating more opportunities to influence booking decisions and provide an all-round better service.

Self-service also provides greater upsell opportunities. A hectic front desk might not have the time to tempt a guest with room upgrades or promote in-house amenities and services. In contrast, digital keys can be used as powerful marketing tools to increase sales.

Hotel services and special offers can be promoted via an app, with customised offers targeting specific customer segments. In turn, hotels can track uptake rates to see which deals and amenities guests are really interested in, further helping to refine the amenities and offers they deliver to match personal preferences and buying habits.

From an operational perspective, life becomes easier too. For instance, a hotel can check when a room has been vacated and carry out GET YOUR FREE TICKET AT NOVACANCY.COM.AU WITH CODE: AMGNZ

cleaning to ensure a quicker turnaround time. The hotel restaurant can also be notified of the number of current and future guests to help better plan in advance.

Ultimately, digital keys provide hotels with the ability to improve efficiency, push relevant deals, market more effectively, and provide an all-round better experience to guests.

In conclusion Self-check-in services are now becoming highly valued by a generation that craves flexibility and freedom when they travel. While increasingly expected, this certainly doesn’t mean that hotels should do away with the traditional check-in process. Plenty of travellers still value a formal greeting on arrival.

However, by not offering a self-check-in option, it restricts those who do want to bypass the front desk in order to reach their room more quickly.

It also limits the wealth of other benefits they can receive beyond a streamlined arrival.

The ultimate goal for any hotel is to leave every guest feeling completely satisfied with the service they’ve received. By complementing the front desk with self-service technology, hotels can strike a balance and ensure the preferences of all are met.

By Brendon Granger, Guest Room Technology Specialist, Technology 4 Hotels AUTUMN 2018

63

GUEST SELECT NOW IN OVER

MOTELS AND COUNTING...

That’s right, over 700 Motels and Hotels in New Zealand have embraced Guest Select. What is Guest Select? It’s a SKY decoder in every room with access to over 50 channels, it brings Kiwis the most amazing TV experience and we know your guests will love it too.

How Guest Select could benefit your business · · · ·

Show the channels your guests are used to watching at home Increase guest satisfaction Create a competitive advantage Generate repeat business and improve occupancy levels

We continue to receive great feedback from our growing Guest Select operators who have made the move, with comments like: “They simply love the variety of channels” “It makes for happy guests” “Great to be able to give guests what they have at home” Call us today on 0800 759 333 or visit guestselect.co.nz and let your guests enjoy the fantastic mix of Sports, Movies, News and Entertainment channels.

ACCO Y•

ION•I AT

O MM D

DUSTR N

2018 MEMBER