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technology Cutting the cord – the new era in wireless charging

safety & security Light up your building in case of evacuation The key to smart door locking

refurbishment The holiday park refurb blitz Case study: Waikaremoana Holiday Park Outdoor furniture upgrades

Issue 41 | Winter 2018 NZD $16.50 (Inc GST)


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

Winter 2018 technology • afety & security • refurbishment

JUCY Snooze Queenstown Stirs the pot and spills the tea... hotels • motels • resorts • apartments • time share • holiday parks • budget • retirement

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.




Kate Jackson

Rosie Clarke Mandy Clarke


front desk 05

Richard McGill


Michael Piantoni

Editor's Desk: The issue with getting personal

industry 06 06

TIA Report: Visitor tax must be spent wisely

Chris Roberts, Fergus Brown, Vicki Lee, Judy Senn, Arvo Elias, Roger Harris, Aaron Toresen and Bruce Cattell


accom management guide welcomes editorial contributions and images on relevant topics for features, news items or new products. Please email copy to: Images should be in high resolution (300dpi) JPEG or TIFF format.

HospitalityNZ Report: New tourism levy an elegant solution but will the divvying up of the money be as elegant?


Rachel Argaman – The Rachel Papers: Accom’s trailblazer talks exclusively to AMG


B&B Report: Funding tourism - the million dollar question


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.

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Guest Wifi: Is your guest wifi stopping you from getting a five out of five review?


Wireless Charging: Cutting the cord – the new era of wireless charging


Wireless Communications: Communication which is over-and-out of this world

HAPNZ Report: Holiday parks doing well but free camping still a problem

housekeeping 38

Bunk Bed Safety: How safe are your bunk beds?


Amenity Dispensers: The new-style dispensers helping you clean up


Bed Bugs: The unwanted guests feasting on your clientele


Vacuum Cleaners: The housekeeper’s weapon of choice

management 10

guest facilities

To Market: Which direct booking incentives actually work?



Spa Bath Hygiene: The unwanted guests lurking in your spa bath


Guest Gym Equipment: Weighing up the latest options for hotel gyms


ASURE Accommodation Group: Genuine ASURE hospitality


ASURE Townsman Motor Lodge: Great accommodation, even greater hosts



Martinborough TOP 10 Holiday Park: A charming park – beautifully done

Holiday Park Upgrades: Resorting to upgrades – The holiday park refurb blitz



Holiday Inn Auckland Airport: Holiday Inn Auckland Airport refurbishment revealed

Case Study – Waikaremoana Holiday Park: Beautiful and remote – New Zealand at its best


Wai Ora Lakeside Spa Resort: Wai Ora Lakeside Spa Resort – Harikoa by SKY Guest Select


Outdoor Furniture Upgrades: When there's an outside chance of making a good impression


JUCY Snooze Queenstown: JUCY Snooze Queenstown stirs the pot and spills the tea...


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.


what's hot 26

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


safety & security 59

Emergency Lighting: Light up your building in case of evacuation


Mobile Access Door Locking: The key to smart door locking

marketing 28

Google Exclusive: Google shares hotel ad tips at marketing masterclass


Website Trends: Protect your business with HTTPS


Google AdWords: Pick your partner prudently

food & beverage 61

property 64

Music Solutions: Create harmonious spaces which help trumpet your brand

Selling: How to prepare your accom business for sale

energy & resources

technology 32

Case Study – Cambridge Hotel: Reverent refurbishment of The Cambridge Hotel


Air Conditioning Upgrades: How upgraded aircon inflates profits and reviews

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

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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!

front desk fd Editor's Desk:

The issue with getting personal

Kate Jackson Editor, Accom Management Guide

HELLO LOVELY READERS, I’M EXCITED TO BRING YOU MY FIRST EDITION AS EDITOR. ITS NOT EASY TO FILL THE BLINGY DOC MARTENS OF MY PREDECESSOR, THE EXCELLENT ROSIE CLARKE, OR THE SHOES OF LONG-TIME EDITOR GRAHAM VERCOE, WHO IS SPOKEN OF IN REVERENTIAL TONES AT AMG AND I IMAGINE WAS A BROGUE WEARER. BUT I WILL TRY. While OTAs and Airbnb have been the focus of much venting in the accommodation industry over recent days, the one concept that everyone seems to be embracing is personalisation. From legendary TFE boss Rachel Argaman (featured in our exclusive interview this edition) to AccorHotels CEO Sebastien Bazin, everyone is talking about creating customer loyalty through personalisation of the visitor experience.

humanity as a commodity, to be dealt in by the biggest players with the most money and the most insidious reach. As the owner of a small accommodation business on the NSW south coast for 12 years, I greeted pretty much every guest who checked in. Through years of personal interactions, we shared laughs, experiences and heartache in that little front office. Women who lost their husbands braved return visits alone, parents shocked by ugly diagnoses of their children’s illnesses voiced their devastation. One boy brought his friends for schoolies week following years of family holidays with us, and I knew him so well I never had a doubt that he’d leave the place spotless. Those connections were forged over time and were real. The knowledge of our guests’ preferences didn’t come from Google or Amazon - it came from genuine interest in how they were doing.

To me, it feels oxymoronic to turn human connection into an industrial concept

To me, it feels oxymoronic to turn human connection into an industrial concept. To mine personal data to exploit visitors’ preferences and attempt to influence their behaviour is not about connection; it’s about treating

If the future of accommodation is about helping people feel connected, as Rachel Argaman says, then let’s do that through authenticity where we can, and not try to fake or force it where we can’t. After all, in the words of that well-known philosopher Syndrome from The Incredibles; “When everyone’s special, nobody is”.

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i industry TIA Report:

Visitor tax must be spent wisely Chris Roberts

SINCE THE GOVERNMENT RELEASED DETAILS OF ITS PROPOSED INTERNATIONAL VISITOR CONSERVATION AND TOURISM LEVY IN MIDJUNE, TIA HAS BEEN WORKING TO ACHIEVE THE BEST POSSIBLE OUTCOME FOR THE TOURISM INDUSTRY AND NEW ZEALAND. Formal consultation on the levy closes on 15 July and we will be lodging an in-depth submission. We are also meeting with government ministers and officials to discuss details of how the revenue from the levy should be spent. The government’s proposal is that the money collected – an estimated $57 million to $80 million a year – will be split between conservation and tourism. No final decisions have been made on the split between conservation and tourism, what sort of projects should be funded, or how the decisions should be made. We are seeking a robust and constructive discussion on these crucial details. Our key priority is ensuring the revenue is directed to where it can do the most good, relieving pressure on infrastructure and ensuring we continue to deliver outstanding visitor experiences. An important aspect of the new levy will be how it is marketed to our visitors. They will be more accepting of being charged to come to New Zealand if

they can clearly see it is going to support infrastructure and services that enhance their visit. We look forward to working with the government to reach the best possible outcomes for New Zealand. As an industry, new thinking is needed on how we can operate smarter and more sustainably so that New Zealand benefits as much as possible from tourism, through social and economic prosperity for communities. Meanwhile, we are also continuing with our goal to build a tourism industry that is sustainable in the long-term for the benefit of New Zealand. The New Zealand Tourism Sustainability Commitment (TSC), which TIA launched in late 2017, provides benchmarks and advice to tourism and hospitality operators about how they can improve their businesses across four elements of sustainability: looking after the environment, thriving as businesses, building welcoming and supportive host communities, and pleasing customers. TIA is aiming to sign up 1000 businesses to the TSC by April 2019, with almost 300 making the commitment so far. These include many accommodation operators and I encourage all AMG readers to join us. Visit for more details. New Zealand’s tourism operators must be committed to addressing the concerns raised by New Zealanders – it’s a responsibility we all share. ■ By Chris Roberts, CEO, Tourism Industry Aotearoa

HAPNZ Report:

Holiday parks doing well but free camping still a problem THE FIRST FIVE MONTHS OF YEAR HAS SEEN THE HOLIDAY PARKS SECTOR ENJOY STRONG GROWTH WITH A FLATTENING OFF IN MAY. We are now preparing ourselves for what will be a quieter few months with no British and Irish Lions tour to boost off season guest nights. Roll on spring! The challenge for us now is to encourage our members to invest back in their own businesses to improve the quality of the product to ensure that we meet and exceed the demands and expectations of our visitors. The accommodation sector is increasingly competitive with numerous disrupters impacting on the accommodation scene. We have to ensure that the product we offer will be attractive to both international and domestic visitors. We have seen a number of new holiday parks open over the past couple of years and these are signs that people recognise the business opportunity that holiday parks provide. We have been challenged again over the peak season with freedom camping issue causing problems around the country. It is great to see that the minister of tourism has decided to put resources into finding both short and longterm solutions for this problem with the establishment of the Responsible Camping working group. We were disappointed not to be included on this working group, but I believe that a number of mayors were also disappointed not to be included. The long-term solutions are the key. I think many people would agree that the Freedom Camping Act, introduced back in 2011 for the Rugby World



Cup, has in some cases made it increasingly difficult for local authorities to manage freedom Fergus Brown camping in their own regions. It might be time to consider either repealing the Act or undertaking a major review of it, to enable us to take a different approach. Continuing to do the same thing and expecting a different result is not a smart option. We obviously need national solution that ensures that visitors know where they can and can’t freedom camp. When considering these areas important considerations should be 1. 2. 3.

The impact on the environment Health and Safety - for freedom campers, other visitors and residents Quality of the Visitor Experience - for both the freedom campers and other visitors.

We often hear that visitors are looking for a low-cost camping option. We believe that holiday parks do offer this low-cost option. One person staying on an unpowered tent site will be charged on average $20 per night. Is it unreasonable to expect our overseas visitors to pay $20 for a night’s accommodation including the use of a wide range of facilities? The holiday park sector has always supported freedom camping in the right place and in the right vehicles. We need strong leadership from government to develop and implement long term solutions and hopefully the principle of user pays will be part of any solution. ■ By Fergus Brown, Chief Executive, Holiday Parks Association of NZ

industry i HospitalityNZ Report:

New tourism levy an elegant solution but will the divvying up of the money be as elegant? HOSPITALITY NEW ZEALAND HAS PREVIOUSLY WRITTEN IN THIS COLUMN ABOUT THE NEED FOR THE TOURISM SECTOR AND GOVERNMENT, CENTRAL AND LOCAL ALIKE, TO HAVE A GOOD, LONG AND ‘ONCE AND FOR ALL’ TALK ABOUT HOW TOURISM IS FUNDED IN NEW ZEALAND. The first column came about when the ill-considered, but sadly implemented Auckland targeted rate on commercial accommodation was being mooted by the Auckland Council to help fund the cities tourism promotion activities. Since then we have seen a number of other councils also float the idea of a similar targeted rate in their long-term plans. As you would expect these have been met with some distain from the sector as, one of our biggest concerns when Auckland was talking about introducing the targeted rate has been realised; a proliferation of targeted rates on the accommodation sector, scattered throughout the country, all kind of similar but slightly different as well. In a country the size of New Zealand, we are simply too small for each local council to have same but different views on how to fund tourism and certainly the accommodation sector should not be the only contributor. Which is why the recent announcement of the proposed International Visitor Conservation and Tourism Levy was a welcome development, although we did feel momentarily aggrieved that the sector didn’t have an opportunity to be part of the discussions that got the government to this point. However, we now have an opportunity to have our say on how and where it should be spent, not overlooking the fact that the hint is in the name of the levy; Conservation and Tourism which we think is a good place to start. The levy will be between $25-$35 per person and it is expected to generate around $57-$80 million per year. It will be collected electronically with an extra charge being added to the cost of a visa for visitors from visa required countries. For those who do not require a visa before travelling to New Zealand they will be required to apply for an Electronic Travel Authority and will pay their levy at that time. The Electronic Travel Authority is also a new initiative that is being consulted on. At first glance, the above levy gathering process looks rather elegant and probably the only realistic way a levy of this sort could be

Vicki Lee

In a country the size of New Zealand, we are simply too small for each local council to have same but different views on how to fund tourism collected without getting airlines or airports involved and we know they weren’t keen on that idea. Less clear or elegant is how the money collected will be divvied up and, let’s face it, discussions around who is going to get the money are never going to be pleasant. Ironically, this proposed levy seems to have brought other tourism funding discussions to a head. After years of ‘squeaky hinge’ discussions with numerous councils we are now seeing them recognise Airbnb or similar accommodation as 1. a significant contributor to the accommodation offering within their region and 2. this significance means that these operators should be contributing in some way to the funding of local tourism promotion which clearly, they are benefitting from. Another irony is that discussions around bed taxes do not have the same allergic reaction we used to get a few years ago, but I hasten to add it would only be palatable if it was a nationwide bed tax, with a set percentage rate and gathered for a set ringfenced tourism purpose. What the sector would not want to see is each local council being able to set their own bed tax rate and purpose. Again, we are just too small for that. So, next steps – we might not have had a say about how the levy would be collected but the sector does have an opportunity to contribute to how the new levy will be spent. Submissions close in mid-July and we will ensure our members’ opinions, concerns and solutions about how it should be fairly and equitably distributed are heard. Front of mind however has to be, this levy is collected from visitors therefore the money needs to go where the visitor can see it. ■ By Vicki Lee, CEO, Hospitality NZ

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i industry Rachel Argaman:

The Rachel Papers: Accom’s trailblazer talks exclusively to AMG THIS MONTH, ONE OF THE ACCOMMODATION WORLD’S LEADING LIGHTS WILL ‘EXIT STAGE LEFT’ FOR A NEW ROLE OUTSIDE OF HOTELS. Rachel Argaman has forged a formidable reputation within the maledominated upper echelons of our industry. She is universally respected as head of the Toga Far East Hotels group (TFE) and her 20 years in hospitality have been marked by a warmth, enthusiasm and accessibility which have made her a favourite with all at AMG. During her tenure as CEO, TFE Hotels has grown from its beginnings as a serviced apartment operator to a multi-brand hotel group in locations across Australia, New Zealand and Europe. Chief Executive Women describes her as “a visionary leader who believes in 'encouraging the heart'”. As we bid a reluctant farewell to one of the industry’s best, editor Kate Jackson caught up with Rachel to talk about her time as one of the nation’s true female pioneers. “It has been 20 wonderful, challenging, meaningful years. I have loved them,” says Argaman of her time at TFE. “We have introduced new brands, put our customers at the heart of our organisation, expanded into new countries…

“I do believe, and my friends at the OTAs would know this, that OTA commissions are too high and need to reduce.

“Most of all, those years are hallmarked by exceptional people and committed relationships, for that is what counts.

“The pressure which other successful distribution partners such as Airbnb places on more mainstream distribution partners is therefore very positive.

“The time has come, however, for me to move on to new challenges.

“As with many industries, rising costs including commissions and electricity are an ongoing challenge.”

“And, after 11 years with one CEO, for TFE Hotels to have the renewal that every organisation needs by appointing a new CEO and continuing this remarkable journey forward with the exceptional team and bench strength that TFE has.” It is typical of Argaman to put others are the heart of her own swansong. Born in England and raised in South Africa, the TFE chief has embraced life Down Under with her husband and three children - and the antipodes have embraced her back. Her championing of others is based on a fundamental valuing of humanity. Asked what she would take away from her time at TFE, she replies: “Most importantly, knowing that business is built on relationships and that people do business with people they like. “I know that it is human connection that matters, that focus is transformational, and that together, a committed group of engaged people can achieve anything they set their minds to.” It is a positive message which is backed up by action. Argaman is a director on the board of charity HarvestOZ, to which all TFE hotels donate quality leftover food. She also participated in the Australian version of the Undercover Boss TV series to experience TFE at the chalkface, a move which facilitated ongoing changes in the way the senior management team works. Argaman is no soft touch, though. She has a reputation as a shrewd operator and a straight talker. Asked about the threats to the local accommodation industry from offshore OTAs and Aibnb, she replies: “Both OTAs and Airbnb are strategic and important distribution partners for hotels and we value the partnership we have with them.



Almost 20 years in the industry has given Argaman perspective on the seismic shifts accommodation has undergone in the 21st century - and on the trends which will shape it over the next two decades. “It is a dynamic industry and we have seen the disruption of the OTAs and the changes in distribution dynamics, we have weathered the global financial crisis and learned the invaluable lessons it taught us. “Now we see the dynamic in the importance of a sense of place; the deep need, in an on-line world, for us all to feel a sense of connection and belonging, a community of like-minded people and that sense of ‘neighbourhood’, of being connected to our neighbours and the locale or landscape around us. “So the design of hotels and accommodation is changing to accommodate this trend and we now see lobbies which are ‘living lounges’, communal hubs for guests to hang out and meet a like-minded cohort. “And we see the precincts around hotels being designed, so for example, the new Adina coming in Constitution Place, Canberra, has a ‘theatre lane’ of activated retail and drink and dining options connecting it to Canberra theatre. “The new Adinas in Pentridge and in West Melbourne will have curated precincts designed to create a local hang out where there are great coffee, micro-breweries, boutique movie theatres, unique retail etc so that the hotels are the ‘hub and the heart’ of the precinct.” Asked who has inspired her most and she struggles to come up with a name. “I can’t choose one person. I’ve had the honour and privilege of working alongside so many incredible and passionate people associated with this vibrant industry.”

industry i

She finds it easier to talk about the greatest achievements looking back over her time at TFE. “I believe that I have added value and am proud of my legacy to TFE relationships, performance, culture and growth,” she says.

“Aged care is an industry with real social purpose: to nurture a sense of belonging and connection so our elders can truly live their later years, an industry that needs to foster intergenerational and community contact, and importantly, deliver a personalised resident experience.”

“I am particularly proud of our future leaders programme, our can-do culture which appreciates that ‘companies don’t succeed, people do’, and the strong pipeline of incredible new hotels we have coming over the next five years which represent a 41 percent growth on our current size.

During her time in the accommodation industry, Argaman has created and managed new brands, established new businesses overseas, fostered joint ventures and overseen TFE’s acquisition of the ANZ Travelodge and Rendezvous Hotel brands.

“I will always be TFE Hotels’ greatest advocate and will take enormous pleasure in watching its successful journey forward.”

She has variously been named 2012 Fellow of the International Centre of Excellence, HotelsWorld First Award winner, HM Magazine’s Hotelier of the Year and the Telstra National Corporate Businesswoman of the Year.

Regrets? Argaman is not one to dwell on the negatives. “I don’t have regrets other than where I know I could have given people more time and attention,” she says. Humanity is at the heart of her new role as CEO of Opal Aged Care from 6 August. “While there is a huge amount to do and learn, the prospect of making a difference in caring for our elders is my ‘why’ and the reason I decided to leave TFE after 20 years,” she said.

Unlike many at the top of the tree, Argaman is not arrogant about her achievements, but grateful for the opportunities accommodation has afforded her. “It has been an outstanding adventure,” she says. TFE Hotels has embarked on a global search for her successor but is yet to announce who it will be. One thing is for sure, Argaman’s shoes may not be the biggest in the boardroom but they’ll be pretty tough to fill. ■ By Kate Jackson, Editor

B&B Report:

Funding tourism - the Million Dollar Question RECENTLY I INVITED THE DELEGATES AT OUR CONFERENCE TO CONSIDER THE CONVERSATIONS THEY MAY HAVE DURING THE EVENT. Airbnb is one that immediately came to mind. Airbnb - the online booking system - is changing the landscape for our B&Bs but let us consider it in the realm of councils and their need for more funds to provide: •

The infrastructure needed for the projected increase in tourism numbers

The promotion of their region to encourage those tourists to visit.

BBANZ understands that we should contribute to funding tourism but how to ensure this is fair and equitable? Councils who solely target accommodation properties (commercial or not) to provide the increase in funding are picking the low hanging fruit. Imposing commercial rates on residential properties who are easy to find increases the risk of these properties going underground and even more importantly operating an unsafe and non-compliant business. Why do homeowners who operate a tourist accommodation business, and through their guests bring millions of dollars into the local economy, have to pay to run a business from their home when down the road a hairdresser, a plumber or chiropractor is not charged? These businesses use as many resources as our accommodation businesses. Perhaps a targeted rate that is collected from all using their homes to run a business from (as they have in Queensland Lakes’ District Council) is more equitable.

rates than waterfront hotels and motels and with fewer rooms to let have no opportunity of recovering the additional cost of commercial rates.

Rayma Jenkins

Bed taxes are touted as a solution and Airbnb can easily make those payments on behalf of their hosts as they take the payments. It would be much more difficult to implement with those who take payments directly. Bed taxes add to the cost for all travellers staying in accommodation. In areas with a plethora of accommodation, bed taxes would certainly provide significant funds but how will that help communities where there are not thousands of beds available? And now we have the border levy proposal. On the face of it, it seems equitable, not too expensive for the international tourist, it will not add to the cost for the Kiwi families taking their memorable family holidays and it is not administratively impossible BUT how do we ensure this goes to the areas it is needed? Funding for conservation is proposed and BBANZ certainly agree that is important. Funding for regional infrastructure and funding RTOs who promote the regions is also important.

Hospitality New Zealand (and others) argue that home-based accommodation hosts should comply with the same conditions that commercial accommodation providers do and pay commercial rates.

So how will the monies be distributed? Will councils put forward projects for funding or will a proportion be allocated relative to the number of international visitors visiting the region? Monitoring this will be difficult when there are no reliable statistics for home-based accommodation (except those listed on Airbnb) and then there is the reality of freedom campers, many of whom do not even travel in vehicles rented through recognised companies.Resolving funding is a million-dollar question. Importantly it is hoped all those who are involved in tourism will collaborate and be consulted. We need to work together to find a nationwide solution. ■

It is a matter of size and location. B&Bs are rarely located in commercial areas or on main streets. Per room, B&Bs in Napier pay more in residential

By Rayma Jenkins, President, Bed and Breakfast Association of New Zealand



m management To Market:

Which direct booking incentives actually work? AS HOTEL AND RESORT OWNERS STRIVE TO IMPROVE MARGINS BY REDUCING THE COST OF GUEST ACQUISITION, HOTEL MARKETERS ARE INCREASINGLY FOCUSED ON DRIVING DIRECT HOTEL BOOKINGS, WITH THE MAJOR BRANDS SPENDING MILLIONS ANNUALLY TO EVANGELISE THE BENEFITS. And, according to experts, sites are already seeing strong returns on these initiatives - although it will take years of ongoing effort to achieve a broad consumer shift - so the question is, What’s specifically working right now to motivate consumers to book direct?

That’s why it’s so vital to separate the actionable items from the generalities. Whichever direct booking incentive you choose, remember that success hinges upon creating perceived value to stimulate bookings. You don’t need to reinvent the wheel at your hotel to do it—you can showcase proven, every day offers and amenities—as long as you spotlight those perks across all your direct channels, these offerings are often perceived by guests as exclusive to the direct channel, which may make the crucial difference when competing for bookings. Remember: OTAs have to manage thousands of properties, it’s difficult to impossible for them to keep up with every offer at every hotel. Looking across a diverse portfolio, we evaluated which book-direct benefits have a low cost, but a high perceived value to guests. Here’s what we found:

1. Enhanced on-property experiences Many properties offer differentiated on-property services and experiences to direct bookers, such as club-level access, room upgrades or late checkouts. These are powerful differentiators that hotels can offer, but OTAs cannot. It’s ACCOM MANAGEMENT GUIDE

“Hotels are able to offer more than just points through their loyalty programs,” said Mark Carrier, president of B.F. Saul Hospitality, in an article in Hotel Management.

Remember: OTAs have to manage thousands of properties, it’s difficult to impossible for them to keep up with every offer at every hotel

Surely, promoting a direct booking strategy begins with understanding that different incentives and messages are effective for different chain scales and geographies.


an important distinction to capitalise upon, since there will always be certain benefits that can only be provided by those directly managing the hotel.

“By virtue of operating their properties, hotels are able to alter the stay for loyalty members in tangible ways that third parties simply cannot. There are very significant benefits that are delivered to the frequency club members, and those are often worth more than points. “OTAs are very smart, aggressive, focused and wellfinanced, but hotel operators still have the physical properties.”

2. Enhanced digital experiences Big brands now offer loyal consumers greater control of their digital travel journey right from the start, with features like the ability to pick their own room, check-in by phone and even use their phone to unlock their room, if they use the brand’s mobile app. These advanced functions - not available to guests who book on third-party sites - are highly effective at driving direct bookings, especially among time-starved, tech-centric, road warrior business and ‘bleisure’ travellers.

3. Loyalty rates & points According to hotel loyalty marketing expert David Feldman, loyalty programs can do many things, such as: • • • •

Preventing customers from switching/defecting to competitors; Provide insights into consumer preferences; Drive incremental spend and increased demand; Increase share-of-wallet;

So, it’s no wonder this is the largest and most common of the direct booking incentives used by hoteliers. Big brands, soft brands and collections have enjoyed tremendous traction by offering ‘closed-group’ rates to loyalty members. These discounted rates enable hoteliers to offer parity-busting room rates, without violating their OTA contracts. Such incentives—although costly and not necessarily sustainable—are the primary reason most industry experts agree that Hilton and Marriott’s large-scale campaigns will

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be successful in the long-term at driving loyalty. And even at a discounted rate, these direct bookings are still more profitable than OTA bookings, according to Kalibri Labs research. In, ‘Book Direct Campaigns: The Costs & Benefits of Loyalty’, its study of 2016 direct booking campaigns, Kalibri found that the net average daily rate (ADR) of discount loyalty rates was 8.6 percent higher than the net ADR of rack rates on OTAs. Loyalty memberships—stimulated in part by points—are also a crucial overall provider of direct bookings volume, with four to six of every ten room-nights booked at upper midscale, upscale and upper upscale hotels driven by loyalty members, according to the report. Loyalty contribution rates appear to be directly linked to growth in loyalty membership, which the study says increased 30 percent to 40 percent from 2015 to 2016.

4. Fear Rather than showcasing tangible incentives or discounts, some properties choose instead to remind consumers of the dangers of booking anywhere else but direct. This can be highly effective, too, since many consumers (especially older ones) have pre-existing concerns about third-party bookings and fear that one mishap with an OTA could completely disrupt their long-awaited travel plans.

To leverage this effective emotional/psychological edge, hotels should remind prospective guests at every opportunity that their direct websites and call centres are 100 percent dedicated to handling the needs of their property. Meanwhile, you can honestly explain to customers how OTA booking engines and their call centres are servicing tens of thousands of properties, including your competitors.

5. Best rate guarantees Best rate guarantee badges are nice, but many consumers have become desensitised to those innocuous graphics and believe OTAs' vast array of hotels guarantees lower prices. Savvy hotel marketers are taking things to the next level: advanced tools that display OTA rates on your hotel website (and inside your direct booking engine) have become a popular and effective method of deterring shopping cart abandonment and inspiring direct bookings. Widgets like TripTease are a wonderful addition, yet they still lack the connectivity to actually change your direct rates when a lower rate is detected on an OTA. Instead, TripTease simply reports the disparity to you and then requires you to track down and resolve the OTA disparity. ■ By Tambourine Disclaimer: Tambourine is a US-based hotel marketing firm that does not operate in New Zealand.



p profiles ASURE Accommodation Group:

ASURE Colonial Lodge Motel, Napier

Genuine ASURE hospitality IN TRUE KIWI SPIRIT, THE ASURE ACCOMMODATION GROUP WAS SET UP WITH SOLID VALUES BY PASSIONATE PEOPLE TO ENSURE ALL VISITORS TO THIS INCREDIBLE COUNTRY FULLY EXPERIENCE ITS FANTASTIC HOSPITALITY. From the day these helpful and friendly hosts of independently owned and operated accommodation properties joined forces in 2007, they have ‘ASUREd’ guest comfort with absolute confidence. Today, the ASURE Accommodation Group is a collection of over 40 properties nationwide and visitors to New Zealand are offered a selection of quality and affordable motels, motor inns, motor lodges and apartments. Doug Robinson is the managing director of ASURE, the New Zealand owned and operated accommodation group. He told us: “We got together to investigate how we could enhance our own properties collectively and explore if any of the existing groups would suit our requirements. We also all had concerns over costs that were being driven into the New Zealand market-place from international booking sites and the impact this was having on New Zealand consumers.” Together, this collective of accommodation providers realised that they had many years of industry experience, along with varied business and valuable hospitality marketing ideas and knowledge. They believed that by working collaboratively and pooling their skills, they had a prime opportunity to add real value to their properties. Doug revealed: “We chose the name ‘ASURE’, and from that the brand and its identity was created, now the logo is easily recognised and represents a high standard of service. Signage forms an important promotional ingredient for ASURE and experience clearly suggests that professional, high quality and reliable signage is critical to our company’s success.” As a new group with enthusiastic and innovative members, it has confidently evolved over the past 11 years since the brand was launched. With valuable contributions from members, the group has been able to implement business and marketing strategies leading to ASURE’s growth and expanding its share of the market - now having 46 properties nationwide. ASURE’s quality system has been developed and endorsed by the members, the public, travel agents, wholesalers, and government departments - all adding real value to the ASURE brand. Doug stated: “ASURE’s quality assessment framework ensures the same consistency is achieved and guests can be confident when they stay with an ASURE property that they will receive quality, friendly service and value ASURE Albert Park Motor Lodge, Te Awamutu

throughout their stay. All properties must meet ASURE’s three-star-plus to four-star-plus quality. “While these annual assessments are vitally important for maintaining a high consistent standard year on year, the ASURE brand is continually assessed daily and nationally by our guests on what they experience and of course by our operators.” ASURE holds an annual and mid-year meeting in both the North and South Island and, according to Doug, members are given the opportunity to sit around a table and openly discuss current and future prospects... face to face! This is an inclusive occasion where everyone can share ideas and plan the direction for the group and Doug feels this is “unique to the ASURE Group”. ASURE prints its own directories annually, with the ASURE loyalty programme on the back and they are available to every guest at all the ASURE properties. In addition, ASURE offers a ‘corporate card’ which is used mainly by their representative travellers. Doug said: “Our ASURE loyalty programme is simple and user-friendly, obligation-free, and requires no formal application or joining fee – stay at three or more ASURE properties and receive $100 off your tenth stay. This is our way of saying ‘thank you’ to our ASURE guests.” Furthermore, booking has never been easier because ASURE has its own online booking portal with no booking fees - - it is a ‘book now, pay when you stay’ online portal. is ASURE’s own online travel agents, wholesalers, and corporate company’s portal. Of course, ASURE also offers instant bookings by phone and its mobile app. “ASURE is always open to discuss membership with new properties, motels, apartments or hotels wishing to join the ASURE Accommodation Group. It is not a franchise or a chain but a marketing referral group, whereby marketing fees go back into advertising” Doug clarified. In summary, in the overcrowded world of accommodation marketing, the key ingredient is an instantly recognised symbol and brand. However a logo and a name is simply not enough to satisfy customers. Doug said: “A successful brand knows what its customers need and expect. It delivers a strong message which confirms the credibility and reliability of all aspects of the property while encouraging customer loyalty and building an emotional attachment to guests and potential guests. ASURE is that brand.” ASURE offers a way that you can you get ahead of your competition in your town and offers its members the following benefits: • • • • • • •



Property-to-property vibrant referral network. Up-to-date member ASURE directory and corporate referral card. ASURE products decided by membership. Group marketing to areas property cannot afford. Generic promotional material available. Brand promises, and values which are equally applicable to our guests and our properties. Belong to a group that values its members.

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Introducing the key members of ASURE accommodation group...

Mark Johnson, ASURE Accommodation Group’s marketing director

Doug Robinson, ASURE Accommodation Group’s managing director Before becoming involved in the hospitality industry, Doug already had strong people and organisational skills and the ability to motivate staff. He has extensive experience in the mechanical, air conditioning, electrical, gas plumbing and structural engineering fields. Born and bred in Auckland, Doug’s past interests involved Doug & Dorothy at TRENZ 2018 in Dunedin motor racing, golf (as club captain at Akarana Golf Club and Akarana’s member on the Auckland Golf Association), and in 2001 he took over, with his wife Dorothy, the operation of the ASURE Sundowner Motel in Blenheim. Both have been with New Zealand Accommodation Group Limited T/A ASURE Accommodation Group since it was registered in August 2007. Dorothy Nolan, ASURE Accommodation Group’s office manager, and Doug’s wife... Before becoming involved in the hospitality industry, Dorothy came from substantial secretarial/administration/PA experience in the technical, sales and human resources environment. This corporate background environment enabled her to use her skills to control the total organisation of the ASURE Accommodation Group and to motivate the members. Born and bred in Whataroa, South Westland, Dorothy’s past interests were bridge, golf and tramping. Dorothy is more than happy to talk to any prospective operators who would like to consider joining the ASURE Group.

Mark Johnson

Mark, his wife and their three young girls have been running the family owned business, ASURE Colonial Lodge Motel in Napier, for 11 years, but it has been in the family since 1969. Mark grew up here as a motel kid in the 70’s!

Vendella - the go-to supplier for the ASURE group Vendella provides the ASURE group with fit-for-purpose products that are comfortable for the guest and easy for the housekeeper. Tania Macfarlane from Vendella told us: “Our top priority is to enhance the guest’s experience. With our broad and comprehensive range of in-room items from bathroom to kitchenware and bedding, accommodation providers can put in place a standardised business model. Our quality range of products ensure high occupancy rates and shorten room turn-around time, freeing up staff to focus on other areas of the guest experience. “At ASURE, mismatched sheets and towels are on the way out and now guests know what to expect across the chain. Working closely with ASURE we’re always adding quality and value where we can.” With guest preferences changing, Vendella’s innovation team is constantly developing and refining new products and ranges. Tania explained: “Bed styles are becoming increasingly minimalistic, where triple sheeting was once predominantly only seen in hotels, motels are now adopting this method. New Zealanders are also becoming more aware of sustainability and this is playing a key role in current buying decisions.”

Supplier of choice to ASURE Group for; Dreamticket Snug Quilts • Weavers Sateen Stripe Sheets • Weavers Sheeting 220TC Dreamticket Coral Fleece Blankets • Dreamticket Dream 900g Pillow • Banrock Beadspreads Residence Bed Covers & Accessories • Dreamticket Lima Bedspreads • Weavers Cardiff Towelling Monarch White Towelling • Jeri Sofas • Tub Chairs • Dreamsleep Melody Beds • PLUS more.

0800 836 335 WINTER 2018


p profiles ASURE Accommodation Group:

ASURE Macy's Motor Inn, Tauranga

ASURE Ashley Motor Lodge, Timaru

Prior to taking over the family business, Mark lived in London, working at the BBC in the news department, and before that he was a dive instructor in the Caribbean. Mark has seen major change and challenges in this industry in the last five to six years, with new technologies and the advent of Bookabach, Airbnb etc competition is now not just between local motels or hotels but with anyone who is offering a spare room in their house. However, Mark states: “Thanks to partnership with the ASURE Accommodation Group and relationships with corporates and contactors, business is far more buoyant.”

Referrals from other ASURE properties along with online bookings from the ASURE sites also play a big part. “We consider ourselves to be proactive within the group and basically have found the more we put into ASURE, the more we get out of it. “Head Office have helped us grow travel agent bookings along with other matters ranging from health and safety, dynamic pricing and avoiding costly commissions to mention but a few, and their support is much appreciated. “I would have no hesitation in recommending the ASURE Accommodation Group to potential members looking for a wellmanaged organisation with a strong future.”

Feedback from members...

Carl and Janet Mathewson from ASURE Ashley Motor Lodge, Timaru:

Tony Bower and staff - ASURE Townsman Motor Lodge Invercargill:

“Thinking about joining a group? Think ASURE. We purchased our motel in October 2009 and joined the ASURE group in April 2010. Our predecessors told us there was no need to be a part of a group if you were trading well. “We joined because we had come from a co-operative background and knew the benefits that being part of a group could bring us. The ability to advertise to a far greater market than we could achieve, the referral system (loyalty programme), the ability to group (bulk) purchasing deals, the support and networking from head office and fellow members. “These half-yearly and annual conferences where we all have the opportunity to talk, network and build new friendships more than pay for the fees needed to keep the group at the forefront of the motel industry in New Zealand. “If you are still not convinced feel free to ring us or any member of the group. We are all proud and pleased to be members of the ASURE Accommodation Group.”

“Since joining the ASURE Accommodation Group three years ago, our turnover has steadily increased to the point where we are currently expanding our complex due to the extra business ASURE has created for us. “The loyalty programme has proved to be very popular, simple to administer and creates valuable repeat business for all properties.

Rooms Online adds real value to ASURE properties Rooms Online is a New Zealand-based team of hotel revenue management experts that assist smaller accommodation providers with their online marketing and pricing strategies. This is a helpful vital component of an accommodation business because setting dynamic pricing strategies that reflect demand in real-time is vital to success in this very competitive industry. Lisa Jones from Rooms Online told us: “We not only conduct ongoing management of all online listings, but we manage ongoing pricing and promotional strategies to suit demand via the client’s channel manager. This ensures our clients get the best possible yield rates are always reflective of demand to maximise returns. We can free up time spent online to focus on other areas of their business whilst receiving dedicated support from an expert in this field. “We are proud to be working with several ASURE properties across the county and we are looking forward to attending the 2018 AGM / conference in Christchurch. With our dynamic pricing strategies and knowledge of online sales channels Doug and Dorothy at the ASURE management office believe Rooms Online can add real value to their members and highly recommend the services we offer.”

Mark and Sarah Johnson, ASURE Colonial Lodge Motel, Napier: “Being part of the ASURE Accommodation Group has been very beneficial to our motel business, the referral system and loyalty programme is second to none and has brought many a new rep or holiday maker to our door! “The forward thinking ASURE Head Office are continuously looking for innovative ways to increase business for the ASURE members and actively encourage input and involvement from the member properties. “The moteliers within the ASURE Accommodation Group bring a vast wealth of knowledge, experience, ideas and problem-solving skills to the table both as moteliers and from their life before entering the industry. If ‘two heads are better than one’, then we consider working with all the ASURE Accommodation Group members as being exponentially better than working alone as an isolated independent property.” Mick and Cath Maunder, ASURE Alfresco Motor Lodge, Gisborne: “We found ASURE very helpful when we first joined as new members as we were new to the motelling industry. It is great to have the support and advice from other experienced ASURE motel operators willing to share their experiences and great tips. “Along with the obvious increase in business, we have also forged many friendships with fellow members at the various meetings and conferences held by the group. These are a valuable reminder as a member of the ASURE Group you are not alone, the networking within the group has been a fantastic asset for us. The loyalty programme is fantastic and definitely helps to increase occupancy levels. The guests love getting something back for their money spent and know they are staying in a quality property.” ■ By Mandy Clarke, Industry Reporter



profiles p ASURE Townsman Motor Lodge:

Great accommodation, even greater hosts

ASURE Townsman Motor Lodge, Invercargill


tough times you must remember to never to give up, and to treat people the way you would like to be treated. As a member of the ASURE brand we provide superior customer service and quality four-star accommodation.” ■ By Mandy Clarke, Industry Reporter

The ASURE Townsman is the perfect choice for visitors to Invercargill, ideally positioned at one end of the Catlins scenic route. Furthermore, the establishment sits in a prime city location opposite a park and supermarket, easily accessible to local shops and fantastic restaurants. This convenient, clean, comfortable and warm complex offers 21 modern, superior, spacious, motel apartment-style units. The motel has undergone a recent full refurbishment including new bathrooms. The rooms are spotlessly clean and generously sized with modern, bright and functional bathrooms. An addition of six more studio units will be completed prior to November 2018. Tony Bower is the owner of ASURE Townsman Motor Lodge. He is a tradesman with 18 years’ experience in the accommodation industry and concentrates on increasing the existing business and expansion. His role includes maintenance and pricing. The manager of his motel is Dorothy Ato who originates from the Philippines; she has excellent PR skills and is very popular with guests.

About the relationship with the ASURE brand… Tony told us: “We are very proactive within ASURE and are happy to have received substantial business through their loyalty programme. It is a challenge to grow and expand a business within this industry, but I am very motivated to do this with support from the brand. “With ASURE, the ability to create dynamic pricing and add minimum stays to rooms has substantially increased our turnover. The current market is buoyant and I hope this will continue, however the increasing commissions that the OTAs are expecting will always be a concern.” The motel receives consistently good online reviews: Guest feedback comments on the high-quality, good value accommodation, friendly service and the added finer touches that make a stay so special – like the pillow menu! Tony advised: “It is a challenge to grow a business in this industry and in WINTER 2018


p profiles Martinborough TOP 10 Holiday Park:

A charming park – beautifully done This award-winning, classic TOP 10 holiday park in the quaint little town of Martinborough has been created, nurtured and improved by its owners: now presenting an unbeatable range of accommodation in this superb wine region. ...Rewind to 2004 when Martinborough TOP 10 Holiday Park was an old council domain camp with seven power points, a few permanent residents and very little tourism. And, Frank and Lisa Cornelissen were travelling around NZ, looking for a business in their yellow Bedford campervan, after just moving back from the UK. Lisa told us: “We found and loved Martinborough town but didn't want to stay at the old campground and so ended up staying in Greytown. We realised there was an opportunity to develop a desirable holiday park in Martinborough, given its proximity to Wellington and being a world class Pinot Noir region. This was a great tourism opportunity.

AMG asked Lisa: What is your accommodation’s point of difference? “Location is key,” she said: “With vineyards on two sides and council reserve on the others, we have privacy, tranquillity, and incredible nature. It’s also the perfect spot to explore the vineyards, with 17 cellar doors within 5kms of the park! “We offer a wide range of accommodation options, from campsites to our new two-bed apartment which opened in December 2017. Our park is the perfect choice for multiple generations of a family to stay.” Frank and Lisa spent the last 12 years designing, building and improving this park, and they have created an incredible business from scratch. It’s a remarkable achievement. Lisa proudly elaborated: “We've added all the buildings and for the first four years we were the only two people working in the business. We did everything: building, cleaning, accounting, marketing, strategy, groundsman... the lot! “It had been a council camp for decades and our first year was disheartening because the place had a reputation to overcome. We also had a legal challenge; we were served with legal papers on the day we opened, and it took two years to resolve. However, since then our business has grown every year. Stats for the 12 months before we leased the park showed around 3,000 guest nights, and now the stats show over 13,000 guest nights per annum.” Frank was a builder before going to university, so they compile their own plans and do their own building, and Lisa admits to being the “interior finisher”. Their welcoming new reception area opened in May 2017 with two counter spaces, comfortable seating and a back room with storage and space for the team to take their breaks.

“When South Wairarapa District Council put the camp out for tender in July 2005, we eagerly leased the park. After the British Lions tour we closed the camp and redeveloped. We put in power, driveways, kitchen and a bathroom block and re-opened on November 11 as Martinborough Village Camping. “Our first basic cabin opened in September 2007 and our first self-contained accommodation, a studio, opened in February 2011. We introduced the TOP 10 brand in October 2011 and opened a new reception in April 2017, followed by a new two-bedroom apartment in December 2017. We now have 13 rooms, ten cabins of various sizes, two studios, one apartment and are building seven new cabins this year.” Frank was born in Tirau, and Lisa in England. They met in London in 1999 while working for Unilever and travelled extensively. They married in 2004, the same year that they moved back to NZ. Both are prominent and respected in this region’s tourism industry. Lisa has been on the board of Destination Wairarapa, including two years as chair. She also spent seven years on the board of HAPNZ, including three years as chair, and is currently chair of the Martinborough Community Board. As a trustee of the Waihinga Charitable Trust in Martinborough, Lisa is working with council to develop a new community centre, park and playground. Frank also chaired the Martinborough Business Association and remains on the board. He has been a member of the Martinborough Community Patrol for many years.



“Our old reception in the house was too small for more than one person to work in, causing stress at busy times. I remember a check-in for 140 people for Toast Martinborough that was a massive challenge” Lisa admitted. The reception build took six months during the summer period and they faced challenges of time and safety. “We are really happy with the outcome, it’s light, airy and great to work in,” she said. “The high ceilings give it a bit of a wow factor and we have plenty of space for our Toast Martinborough poster collection. “From a landscaping point of view, we have kept it simple: using native planting, limited concrete and asphalt, gravel driveways. We keep it natural and informal and are lucky to have many established trees.” Lisa and Frank work hard to improve and maintain their excellent park: it was a runner up for TOP 10's Customer Service Award in 2015 and 2016 and won the TOP 10 Review Pro Customer Service Award in 2017. However, they are also very invested in the industry and the local community and they focus on marketing the Martinborough Wine Village to visitors. “We believe in getting involved and giving back; that's why we've spent so much time on tourism boards and working in boards and trusts” Lisa acknowledged. Another exciting recent development, and a first for NZ, is that the International Dark Sky Association (IDA) has awarded Martinborough ‘3K City’ status. Lisa added: “This is the first step towards a Dark Sky Reserve, which will be a major boost for tourism in the region. Local astronomers and astrophotographers are thoroughly delighted!” ■ By Mandy Clarke, Industry Reporter

profiles p Holiday Inn Auckland Airport:


lobby that has been richly decorated with traditional Maori carvings. New furniture, flooring, light fixtures, and artwork throughout the whole property not only add a modern twist, but create spaces that are vibrant, inviting and unique. An interesting mix of eclectic furniture including chunky timber communal tables and upholstered soft-seating furniture is complemented by geometric timber cladding, creating a warm ‘home away from home’. Conversely mismatched lighting and bold graphics were chosen for the interior walls to inject funky style.

The superb redevelopment has transformed this hotel’s public spaces, including the restaurant and bar, function rooms, hotel lobby, reception, and swimming pool, presenting a more contemporary and tranquil environment for guests. Inspiration for the design came from the heritage, community and cultural significance of the location, and creative design agency Designworks was tasked to draw from New Zealand and the Pacific environment to craft a ‘welcoming heart’ for the hotel. The hotel’s Vapor Restaurant now has a more relaxed and friendly atmosphere with added bursts of colour, life and energy that’s true to the aspired “Pacific heart and holiday concept”. The Porte Cochere also has a clean and fresh new look thanks to new lighting, greenery, and exterior panels. The stylish new lounge bar sits at the heart of the hotel, where the removal of its original floor and ceiling features has revolutionised the space and opened it up to the subtropical gardens and the new swimming pool deck. Holiday Inn staff now warmly welcome their guests from the beautiful 



p profiles Holiday Inn Auckland Airport:

Scott Schaefer is the general manager of Holiday Inn Auckland Airport. He proudly stated: “This refurbishment has revolutionised our guest and visitor experiences.”

included removing the 12cm concrete slab. As a memento of the project we kept a piece of the slab, had it mounted, and it now sits in the bar, a reminder of the project and all of the hard work that went into the refurb.”

AMG asked Scott to tell us more about the refurbishment process. He told us: “Overall the project went well, it finished only six weeks over schedule, which is great considering the size of the project. Some of the furniture items that were procured needed to be replaced because they weren't fit for purpose (hindsight is a great thing) but that was quite a minor issue.

Embarking on this fantastic project to transform Holiday Inn Auckland Airport has been an incredible journey for Scott and his team, but was it worth all the challenges? He said: “Oh yes! We are thrilled with the results. It is fantastic, and all our stakeholders – project manager, quantity surveyor, designers and the lead contractor – did an excellent job.”

“We were delighted to successfully fit conference and business events in and around the noisy aspects of the project and appreciated our guests’ patience during this period.”

Finally, what has the reaction been like from your guests? “Over 160 people ‘checked-in’ at the hotel for the official opening to get a sneak peek of the public spaces and meeting rooms, and a taster of the exceptional food and drink on offer.

What was the most interesting aspect of this major refurbishment? “The renovation to the bar was the biggest part of the refurb. In all, we removed three to four tons of concrete and brick from the area, which

“Guests are thrilled with the different feel and look of the hotel and the management team and staff are delighted to see the new spaces come to life.” Markus_Ldn. London, United Kingdom said on TripAdvisor: “Hotel was recently refurbished, all is new, comes across very friendly and inviting and the dinner buffet was superbly excellent. The variety and quality of dishes was unbelievable, and we still cannot believe it. Oysters, baked salmon, tiger prawns, lamb roast, beef stroganoff or freshly grilled fish, just to mention a few of the dishes. If I would ever fly through Auckland again or would have to stay in the area, that would be my hotel!” ■ By Mandy Clarke, Industry Reporter

King Koil reigns supreme AH Beard were delighted to have been chosen to supply King Koil Beds for Holiday Inn Auckland Airport, following on from their success with IHG properties in Australia, including Intercontinental Melbourne, Intercontinental Perth, Crowne Plaza Canberra, Crowne Plaza Melbourne, Holiday Inn St Marys, Holiday Inn Old Sydney, Holiday Inn Sydney Airport and others. Group manager Peter Deveny told us: “Like any refurbishment, deliveries had to be coordinated carefully with the hotel to make efficient use of the time windows available to us and our team worked closely with the engineering and housekeeping staff to deliver seamlessly and on schedule so that there was minimal disruption to the daily routine of the hotel. “Guests in this iconic property on the Auckland hotel landscape are now enjoying great sleep courtesy of new King Koil beds, which form part of the recently updated IHG Brand Standard for bedding, helping to keep the brand at the forefront of comfortable and healthy sleep.”



Gaye Whyte - NZ Commercial Account Manager Tel: 021 734 309 Email:

Alan Hawkins - NZ Commercial Account Manager Tel: 021 906 017 Email:

Marissa Smith - NZ Commercial Sales Co-ordinator Tel: 09 320 0678 Email:

p profiles Wai Ora Lakeside Spa Resort:

Wai Ora Lakeside Spa Resort – Harikoa by SKY Guest Select


This beguiling resort is owned by Sunisa Hughes and managed by Aayush Silwal. Both are very proud of their beautifully appointed hotel, its facilities, restaurant, and award-winning spa, found on the picturesque shores of Lake Rotorua. Aayush told us: “Our spa resort has all the trimmings that guests expect of a Qualmark-rated four star-plus property. We indulge our guests with a 24hour room service and access to our hot pools, sauna and spas, all set on extensively landscaped grounds. “At the Wai Ora Lakeside Spa Resort, we aim to offer relaxation, peace and quiet that is normally only dreamed of.” What were the reasons for the recent change to SKY Guest Select and what were your priorities? Aayush explained: “It was due to guest demand. As a company we want to ensure that the outstanding customer service we provide is consistently maintained to a high level. Providing the upgraded SKY Guest Select service was one of the ways to achieve this.” On the subject of in-room entertainment, this establishment wanted to ensure guests were given access to the kind of technology they were used to at home. This meant having a SKY decoder and choice of 50-plus channels of entertainment in every room. What has the guest reaction been to the change? “Our guests thoroughly love it,” Aayush said.



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“They have the option to choose channels and watch exactly what they want. We get all kinds of guests, from sport fans to guests who want to watch movies. Now we are confident that we are providing them with the best option available. “Like I mentioned, customer service is always a huge priority for us.” Alongside the pleasure of receiving a spa experience in the award-winning and internationally acclaimed Wai Ora Day Spa, guests enjoy complimentary use of the jacuzzi, a solarheated pool, Kawakawa infused sauna and steam rooms. Additionally, the resort’s staff are exceptionally friendly, professional and offer a flawless service, plus the hotel’s clean and modern décor is comfortable and inviting. When guests are able to tear themselves away from this magnificent resort to explore further afield (Rotorua is known for its bubbling mud pools, shooting geysers and natural hot springs, as well as its fascinating Maori culture) they are certainly happy to return. They dine onsite in the highly-acclaimed, award-winning Mokoia Restaurant and experience the essence of Pacific Rim cuisine, before retiring to their comfortable guest room, picking up the remote control and switching on their SKY Guest Select.

What have been the benefits to having SKY Guest Select? Aayush replied: “Our guests enjoy the feel of home - we call it the second home. However, they also get to experience the unsurpassed luxury of our resort spa, unique location, and facilities. The benefit to us is to simply see our guest’s contented smiles when they realise, in addition to everything else, that we also have SKY Guest Select.” He added: “We are very happy with SKY Guest Select and the service we have received. I consider it good value and have already recommended it to other accommodation providers and I will continue to recommend it.”


Guests love Wai Ora Lakeside Spa Resort...

We look forward to working alongside them to bring their discerning guests the best in TV entertainment.

Call us today on 0800 759 333 or visit to find out how SKY Business can work for your property. ACCO Y•


ION•I AT review from Kathy Australia said: “The rooms were beautiful. Wonderful staff and gorgeous location.” An Expedia review from David Wellington 30 Mar 2018 stated: “Private and luxurious without the cost! Tucked away on the oft-forgotten east side of Lake Rotorua, this gem of a lodge enables you to get away from it all with stunning lakeside views, the best spa/sauna/steam-room/cold pool combo I've ever had and staff who are warm, professional, considerate, and anticipatory. The room was stunning, the breakfast was heaven (please try the crepes!) and the overall experience felt a lot more expensive than what we paid for! Do it. Try it out. I'm glad I did!” ■

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TripAdvisor reviewer Traveladdict1964 said: “Outstanding. We stayed here two night and the service was impeccable. The lady at the reception greeted us and went out of her way to make sure we are happy with everything. The room was super clean, and bed and pillows were plush comfy and clean. The toilet amenities were great quality. The hotel has a sauna steam and hot jacuzzi and is a few steps away from the lake. We will be trying their restaurant tomorrow and we will do a review. We highly recommend this hotel for service and cleanliness and it is all renovated and looks very modern. It also has a spa and sells products such as mud mask.”


By Mandy Clarke, Industry Reporter 



p profiles JUCY Snooze Queenstown:

JUCY Snooze Queenstown stirs the pot and spills the tea...

IN APRIL THIS YEAR, A NEW LOW-COST HOTEL CAPABLE OF ACCOMMODATING HUNDREDS OF VISITORS A NIGHT OPENED IN ONE OF THE COUNTRY’S FASTEST GROWING TOURIST CENTRES, QUEENSTOWN. With this adrenaline-fuelled, picturesque town in the south of New Zealand now declared the most expensive district to rent in the country (June 2018 figures from Trade Me Property Price Index), accommodation is scarce and expensive. To meet the soaring demand for cheaper accommodation for the younger thrill seekers who flock to this vibrant town, providers are turning to more unconventional accommodation solutions... Such as sleeping pods? Absolutely. The popular Australasian tourism group, JUCY that stands

for “fun, adventure and the spirit of travelling” is now offering bright and refreshing accommodation with its JUCY Snooze ‘Pod Hostels’ in New Zealand. AMG readers are very excited to hear about the arrival of the new JUCY Snooze Queenstown, a unique and playful concept of low-cost accommodation that opened its doors in the heart of the town. We asked Charli Bateson, the product and marketing manager for JUCY Snooze & Miss Lucy's, to spill the proverbial tea...

How would you describe JUCY Snooze? “JUCY Snooze is essentially a hostel but notched up a few gears! We’ve taken feedback from backpackers and travellers from all over the world and looked at what European hostels are doing, to enhance the NZ hostel experience into a modern, fun, well-designed and collaborative environment.

Cutting-edge technology, quality linen and great customer service Rob Young, managing director of Southern Lakes Laundries told us: “We provide a highquality linen hire service to the newly opened JUCY Snooze Queenstown, supplying a full range of hire linen meeting JUCY Snooze specifications, including lovely snug sheets for their unique pod beds.” Southern Lakes Laundries is the only industrial-sized commercial laundry in the Southern Lakes region. Rob explained: “Being local, we provide next morning delivery of linen orders, with quality linen and consistency of supply. We are fully operational 365 days a year, which is absolutely crucial for an all-year-round resort town like Queenstown. “Our high-tech laundry technology equates to extended linen life, improved whiteness, and less chemicals, energy and water used for every kg of linen processed. Ultimately it results in less impact on our environment sustainable benefits we are pleased to be able to share with JUCY Snooze and their guests.”



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Our key differences are our unique pods, the rooftop social space and bar, and our location. This is now our second property with the pod concept where we have around 70 percent pods and 30 percent private ensuite rooms.” “Guests choose from queen or quad ensuite rooms or nestle into a JUCY Pod - a private space in a shared room that's able to be completely enclosed. “There's speedy check-in using our kiosks, a kitchenette for tea-making and noodle-eating, a laundry room plus a travel desk to book all of your activities. Plus, free wifi throughout.” “We also have a rooftop pizzeria, bar and hangout space - Miss Lucy's - where you can look out to epic views of Lake Wakatipu and Skyline Gondola with a slice of woodfired pizza in one hand and a local beverage in the other! Miss Lucy's is open to everyone, so guests get to have more of a local experience by also hanging out with people who live in the town!”

What do you consider to be the property’s best design feature and what was the inspiration behind the design? “The rooftop space is epic! We went slightly off-brand with this area so that we could develop a standalone food and beverage brand - Miss Lucy's. We felt it was important to deviate from the JUCY brand for a bar space, however we've brought along some JUCY flair including our wellknown mascot - Lucy! “We took inspiration from the JUCY Snooze 'living' wall in reception and transformed the rooftop bar of into a garden rooftop bar inspired by the imagination of Miss Lucy. The main bar incorporates some existing brand elements – artificial grass, polka dots, stripes for brand recognition – however, we played with both the scale and the application of materials, making the venue feel independent. We introduced elements that create a botanical wonderland feel at night with pink/purple neon lighting, playing with shadow and reflections and a custom-made, botanical-inspired graphic with a peeping Lucy that add a quirky and playful tone to the space.

We are proud to be the preferred linen supplier to the newly opened Jucy SNOOZE, Queenstown, and look forward to working closely with them in the busy times ahead as they establish their exciting, bright and breezy pod hotel concept in the centre of Queenstown. Southern Lakes Laundries: Locally owned and operated, we are specialist linen hire suppliers to the hospitality and accommodation industry in the Southern Lakes region, offering a full range of room, bathroom, restaurant and kitchen linen for all occasions.




p profiles JUCY Snooze Queenstown:

There are still some shades of green and purple in the space from the JUCY brand colours, but we've also introduced some other colours, including hues of blue and pink.”

Tell us about the management/manager of the property? “The hotel manager is Juliana Souza. Juliana joined JUCY Snooze a couple of months before JUCY Snooze Queenstown opened to oversee the building work and help us set up the property. Juliana came to us with 14 years accommodation industry experience with 11 of those years based in Queenstown. Her wealth of knowledge on the Queenstown Lakes region and market has been instrumental for us to hit the ground running in a competitive marketplace.”

What have been the stand out moments while developing this property? “Developing the Miss Lucy's brand and making the leap into food and beverage (F&B) has been the absolute stand out. We brought on expert help from F&B operations directors as well as interior designers and brand consultants who helped us get the product offering right and create a new JUCY brand that strays slightly from our usual green and purple.”

What challenges have been associated with this property? “The previous building and business was a long-standing favourite of the locals in Queenstown, so we had to make sure that we also incorporated something the locals could use as well as travellers - hence the rooftop bar and social space. Also, the small footprint and location of the build meant there were logistical issues for deliveries, getting cranes onsite as well as all the onsite surprises we had along the way!”

What were the most important issues to get right before you opened to the public? “Due to changes in fire regulations, our open date was delayed by over a month, but it was imperative we got this right to keep our customers safe. In true JUCY fashion, we all worked around the clock to get the property finished and open by the time our first guests arrived. “We did thorough research before and during the build on our target market and the hostel industry to establish what our potential customers want from a hostel. This research led to product changes from our Christchurch property as well as the addition of the rooftop bar and has shaped our product and marketing strategy.”

What are you most excited about, and what has the reaction been to the accommodation? “It's so exciting working in the hostel market in New Zealand and helping shape the change and perception of hostels here. In Europe and North America, boutique and design-driven hostels are the norm for all types of travellers, including business travellers. It's awesome to be involved with making that switch from traditional backpacker dorms to design and customer experience-focussed hostels in New Zealand too. “So far, our customers have loved what we're doing. There'll always be the odd exception, but for the most part they've loved the bright, playful interiors, the pod concept, and being good bang for your buck in the centre of town.” ■ By Mandy Clarke, Industry Reporter



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Helping JUCY prosper with an innovative PMS system Bernard Burke, the business development manager from Seekom, told us: “We provide JUCY Snooze Queenstown with the iBex Property Management System (iBex PMS), which is an all-in-one, cloud based, SaaS (System as a Software) product. “It offers a seamless solution for their reservation management. There are three components to the system; the front desk reservation system with bookings calendar, the booking engine embedded into the JUCY Snooze website, and the channel manager. All three compartments seamlessly integrate and updates are automatic, in real-time. “Throughout the country, JUCY’s staff have remote access to the cloud-based account with multiple users logging in simultaneously, allowing various departments to easily access data. Another benefit is having the all-in-one solution, so any updates within iBex automatically triggers instantaneous updates to all three compartments. This significantly reduces time, costs, and resources for JUCY Snooze Queenstown.” The JUCY Snooze Group has used iBex for the last eight years (initially for Auckland, then Christchurch, and now Queenstown), and Seekom is “proud to be able to provide a one-stop solution to such a trendy, exclusive, avant-garde” accommodation group.

“We congratulate the team at JUCY on the opening of their new Queenstown property. We look forward to continuing our great partnership in providing our combined Property Management Systems and Channel Manager to the JUCY Group.”

Bernard Burke Business Development Manager

Ph: 04 974 8008 online booking and distribution solutions WINTER 2018


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

NARDI, YOUR OUTDOOR LIVING Michelle and Paul are thrilled to present Nardi Furniture ranges to our market. "Already the feedback has been fantastic,” Paul says. “Our customers had a real need for strong resilient furniture that is well priced, so this range has taken off.” From sun loungers to tables and chairs for cafes and accommodation providers, have a look at the Nardi range with Paul and Michelle from Confident Care.

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SAFETY COMPLIANT BUNK SETS When planning your next upgrade, you can be assured of fully complaint and safety standard approved bunk beds, when sourcing though Haven Commercial. The range of fully tested and AS/NZS safety standard compliant bunk sets, in steel or timber, provides you with assurance of meeting the safety specifications, and reducing your facility’s exposure, under the Health & Safety Act 2015. In addition to the extensive range of bunk bed, check out Haven’s range of storage and mobile bedding options.

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A GOODIE BAG FULL OF BENEFITS Currently, accommodation providers must pay to have guests' left over haircare and body care products sent to landfill, which seems like a pretty big waste to us. So we invented the Goodie Bag. This little bag (made from recycled paper) is designed to encourage guests to take home their partially - used amenities and finish them at home and then pop them in their recycling. The Goodie Bag has a number of benefits: It’s good for the environment by encouraging recycling, it’s good for your marketing as guests will continue to think of their stay with you every time they use the product at home and it’s good for your environmental reporting as you will be significantly reducing room waste going into land fill.

INTRODUCING THE NEW MICKER PRO A microphone with built-in speaker, amplifier and battery for small meetings and groups (originally intended for classroom use) these are suitable for small conference and lecture rooms and tour groups. You can easily speak to a group of 5-35+ people and not strain your voice. It’s a self-contained wireless, handheld battery-operated portable PA system. The “Micker Pro” MK-10W Only $346+ GST each, in stock now.

c HealthPak p 09 579 6268

c Edwards Sound Systems p 09 571 0551

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ELECTROLUX SPEEDELIGHT ZENS – THE INTEGRATED WIRELESS CHARGING SYSTEM An integrated wireless charging system for cabinetry and furniture. The ZENS Wireless Charger can turn almost any horizontal surface into a mobile device charging point, with no visual impact to design aesthetics. Simply place your mobile device on the surface and charging automatically begins, without cables, adaptors or power sockets.

c Gunnersen p 0800 448 663 e w

Discover your new productivity and savings with SpeeDelight. Enhance your menu, especially around room service and deliver fantastic food options cooked perfectly every time; it's so easy to use. Chef-worthy snacks thanks to the combination of three cooking technologies. SpeeDelight produces food crispy on the outside and perfectly cooked on the inside.

c Harvey Norman Commercial p 0800 222 699 e w

ELLIPTICAL FITNESS CROSS TRAINER Precor® has recently released the all black version of their industry standard EFX 865 with a converging CrossRamp® combining the reliability with a natural converging stride path to give you the perfect elliptical for your facility. Carrying on the tradition of Precor reliability and service, the EFX is easy to clean and maintain with a covered ramp and rear drive housing, and the Active Status Light - all to improve your ownership experience. For exercisers, the EFX 865 combines the benefits of our patented CrossRamp® technology and moving handlebars for a total-body workout. The adjustable CrossRamp® technology offers ramp inclines from 10 to 35 degrees to target different muscle groups for more workout variety. And, our unique converging stride path allows the exerciser's footpath to converge naturally - just like walking or running. The EFX 865 is available in two frame colours: Silver and Black.

c Blue Fitness Ltd p 09 845 0035 e w

PUT AN END TO LUMPS AND BUMPS IN THE NIGHT Replace your lumpy, cumbersome split king or super king mattresses with a new Ezi Join from King Koil Commercial. The new Ezi Join offers enhanced guest comfort – minimises the prominence of the join, closest feel to a true king and super king mattress, easy for housekeeping and there are no additional parts or accessories that can get lost.

c A.H. Beard p 0800 242 327 e w WINTER 2018


m marketing Google Exclusive:


For a Gold Coast hotel, there would be no point in targeting guests that search for keywords like ‘Sydney hotel’ or ‘Queensland’ or else you’d be paying for lots of clicks that aren’t relevant. Think about local attractions or reasons to visit your neighbourhood; unique aspects of your offering that would attract certain guests when you contemplate keywords.

Google promotes its hotel ads as a way for accom providers to generate direct bookings because the transaction takes place on the hotel's own website.

Marketing tips and notes from the Google talk: 1.

Look at the data – Mr Knight explained that if you want to attract a particular type of guest, whether it’s families, business travellers or baby boomers, you should research how to find them online. “Take the guest booking timeline into account,” he advised. Google data revealed that millennials are the most impulsive hotel bookers, with 37 percent beginning their research just days before. Meanwhile, 51 percent of people aged 55+ begin their research either “months before” or “many months before” their stay.


Mobile responsiveness – Mr Knight revealed that most guests search for hotels on their phones, then move to the desktop to pay. Why is that? One suggestion was that many hotel websites are not mobile responsive, so visitors have a hard time navigating on their phone and fear payments won’t go through. It could also be a reason that guests book through an OTA – they may have found it too hard on the hotel’s website.

The Google hotel ad rates are either pay per click (which varies depending on the campaign type) or commission, which varies depending on bid placed.

Google Hotels: go niche or go home? The tech juggernaut’s digital marketing guru Elliott Knight spoke at length during the 'Explore new avenues to increase your booking revenue' event, about how managers can make the most of their marketing campaigns. One takeaway that had a lot of resonance came up towards the end of the evening: when asked about the cost of ads on Google, he explained that while it depends on the type of ad, campaigns are usually pay per click so the key is to make sure that every click is worthwhile.

Website Trends:

Protect your business with HTTPS IT’S TIME TO TAKE ACTION AND ENSURE THAT YOUR WEBSITE IS HTTPS READY. Failure to do this will seriously impact on your website (and business credibility) and guests may leave your site in favour of a site that has the security certificate associated with it! Prices start from $150.00 per year and this is a minor amount to keep your site updated. It would be easy to ignore this warning and put it all in the ‘too hard’ basket, but future bookings from your website are at risk; search engine results will be impacted. The answer is simple – contact your web developer team or marketing company today! Google has officially made July the cut-off month to flag all websites that do not have an SSL certificate. SSL (Secure Sockets Layer) is the technology that establishes an encrypted link between a web server and a browser to ensure that all data shared remain private. If you don't have an SSL certificate, information shared with your business will not be secured and can run the risk of being hacked. What this translates into is that about two-thirds of all websites are deemed unsafe by Google and this is what it will look like from July on when a customer clicks on a website that does not have an SSL certificate.



This means if your website doesn’t have an SSL Certificate, it will display a ‘Not Secure’ in the URL address bar. Not Secure | Your connection to this site is not secure You should not enter any sensitive information on this site (for example, passwords or credit cards) because it could be stolen by attackers. Details

Why HTTPS? HTTP is out-of-date and not secured, so when a customer enters a HTTP website, anyone can listen in on the 'conversation' and steal or manipulate the data if they want to. HTTPS is secured and information is encrypted, so information is no longer out there for anyone who wants access to it. Encryption means information is less likely to be stolen and that data is secured during transfer and cannot be broken or modified in the process of transfer. It also blocks ads on your website and allows your website to perform better and faster.

Why do you need to be SSL certificated? Being SSL certified builds trust and affirms your brand positioning. Visuals like the lock icon and the green address bar provide the authentication to a customer that they can trust that an encryption is being used and any sensitive information shared will not run the risk of being stolen or manipulated.

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Clarify your name – Searching for a hotel website can be a nightmare: often, the website URL, home page or Google listing will use a different property name to the social media or OTA profile. This makes it confusing for guests and more difficult to book direct.

AMG was happy to host the Explore new avenues to increase your booking revenue event at Q1 and would like to thank the event’s key sponsor HiRUM Software Solutions as well as all the guest speakers, including Google’s Elliott Knight, Airbnb’s Matthew Olson, Snapshot’s Calisha Allsworth, TrustYou’s Brigitte Creencia, CartStack’s Brett Thoreson, and HiRUM’s very own Sylvia Johnston.

A guest wants the reassurance that they are providing their personal information to a company that will protect that information and prioritise their customer's integrity and security above all else.

How to get SSL certified Does Google sell SSL certificates? The short answer is no. You will need to buy one with your web-hosting company or look into moving your website to a hosting company that provides SSL certificates for their customers. The basic prices in New Zealand for an SSL certificate can start from $150. Having a SSL certificate is only one way to ensure that your accommodation website is working for your business. Other key elements are: • • • •

Great visual design Content that reflects your business brand and story Mobile-friendly sites Clear call to action – and placement of online booking engines.

Orange Marketing is a New Zealand-based accommodation marketing company that specialises in digital and website marketing. Should you have any questions in relation to this article or the performance of your website email, contact our team at and we can provide a free website audit. 



m marketing Google AdWords:

Pick your partner prudently Arvo Elias

MY FAVOURITE AUTHOR OF RHYME IS AUSTRALIAN CJ DENNIS, WHO BEMOANED: “EVERYTHING'S SO BLOODY DEAR, A BLOODY BOB FOR A BLOODY BEER, AND IS IT ANY BLOODY GOOD?, NO BLOODY FEAR! OH BLOODY, BLOODY, BLOODY!” A client came to me with a similar tale relating to AdWords and the runaway costs this scheme could generate. In his case, it seemed to be a double-up because he had engaged a consultant to manage his campaign. Everything was going swimmingly, he was on top of the page and money had been paid to the consultant who had worked this magic. So things were good until my client went travelling to another country. A mere skip across the pond from Kiwi land to good old Oz. Trying to show his friends how well his site rated a computer was stoked up and the search term typed in and then… nothing! His site could not be found until one scrolled to half way down the second page of results. You can probably guess the next sequence in this part of the story. He returned home, turned on his computer and lo and behold, on top of the page again. To prove to his friends that what he had told them was true he picked up the phone and called them. But, alas, they only saw what they had seen before. Both parties were aware of browser caching behaviour and both sides of the ditch had the reload buttons pushed but to no avail. It was at this point I received an email generously embellished with C.J.D's favourite word. Upon quizzing him, I received copies of all his to-and-fro



correspondence with his new consultant, who had presented himself as a Google partner, of which there are many if you care to search. My client assumed that this badge of recognition vouched for the competence and sincerity of the consultant. Before we go to the crux of the matter, let us just remember what AdWords are, and here I will quote directly from Google's own site: If you want to reach new customers online, then advertising with Google AdWords might be right for you. When you advertise with AdWords, you’re investing in your business. Make sure you understand how AdWords works and how this investment can help you grow your business -- all within your budget. AdWords determines which ads should show with a lightning-fast ad auction, which takes place every time someone searches on Google or visits a site that shows AdWords ads. There are three main factors in the ad auction that determine which ads appear, and in what order: Your bid - When you set your bid, you're telling AdWords the maximum amount you're willing to pay for a click on your ad. How much you actually end up paying is often less, and you can change your bid at any time. The quality of your ads - AdWords also looks at how relevant and useful your ad and the website it links to are to the person who'll see it. Our assessment of the quality of your ad is summarized in your Quality Score, which you can monitor—and work to improve—in your AdWords account. The expected impact from your ad extensions and other ad formats - When you create your ad, you have the option to add additional information to your ad, such as a phone number, or more links to specific pages on your site. These are called ad extensions. AdWords estimates how extensions and

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other ad formats you use will impact your ad's performance. So even if your competition has higher bids than yours, you can still win a higher position at a lower price by using highly relevant keywords, ads, and extensions. Together, these three factors determine when and if your ad will appear to potential customers. Google also explains that after certain training and cash flow achievements, you may qualify as a partner and display the special Google badge indicating that status. Again, in Google's' own words:

Despite the fact that you may gain an AdWord listing, the consultant is not working for you but to firstly benefit Google, followed by himself; you are a clear third on that podium.

“The badge also shows that your company has met AdWords spend requirements, delivered company and client revenue growth, and sustained and grown its client base.” Simply put, you can obtain the partnership status when you generate an income for Google and demonstrate a continuous growth of that income. To me, that creates a significant conflict of interest. Despite the fact that you may gain an AdWord listing, the consultant is not working for you but to firstly benefit Google, followed by himself; you are a clear third on that podium.

So, whose business is he really working at if it is not to enhance his own? In my client’s case, keywords were purchased based on the SEO text which I had generated. No attempt had been made to alter the site. The consultant had requested passwords to access the server but had not been granted that privilege. The inconsistency of ranking displays between New Zealand browsers and those in Australia was also simple. Google's mantra is to provide

the best possible result for the searcher. In the case to hand they have achieved that on the premise that if you are in New Zealand results from that country are probably of greatest interest to you.

I cannot quarrel with that at all but it does highlight the importance of also identifying your geographic location on your website. These days, I much prefer to incorporate Google Maps and full addresses as that leaves the punter in no doubt when he comes searching for you. You can actually ‘change’ your location if you have a Google account. There you will find options of relocating yourself to a different country although I cannot imagine why you would do that. One possible exception may be if you are promoting yourself in Woopwoop and expect to make a fortune from there. A better and simpler option perhaps is to use the Yandex browser, which permits location changes from its options menu during your ranking checks.

The moral of this tale is straight forward. Always check your ranking and AdWord placement before implementing changes. Make sure you clearly understand what you are being offered and ask for web URLs where this is also explained by a third party or do your own research via Google. Finally compare the ‘before’ and ‘after’ indicators so that you can fully evaluate the effectiveness of your commissioned work. If you have a good rapport with your webmaster, make him your first go-to source of information. I would certainly look hard at how I should spend my hard-earned money. Particularly so when everybody has the greatest, best and brightest business using exactly the same keywords as you. Bear in mind that Google's advertising revenue was $95.38 billion for 2017. By Arvo Elias, Cybercons



t technology Music Solutions:

Create harmonious spaces which help trumpet your brand YOU ONLY GET ONE CHANCE TO MAKE A FIRST IMPRESSION, SO WHY NOT CREATE AN AMBIENCE THAT IS MUSIC TO GUESTS’ EARS? Savvy accommodation providers use music to craft a positive and memorable impact while setting themselves apart from the competition whether customers are checking into budget pods or luxury pads. People react to music emotionally and with immediacy, so playing the right sounds using quality equipment can strike a chord which resonates with a guest throughout their stay, and beyond. Background music may play second fiddle to what guests are primarily concentrating on; but get it wrong and the violins from Psycho start filtering into their consciousness. The starting point for any accommodation should be quality speakers, but merely picking a few great songs to play on loop won’t cut it when catering to the diverse needs and tastes of lobby loiterers, restaurant diners, conference delegates and meeting attendees. Meeting rooms, bars, pool areas and lobbies all present a different aesthetic at different times of the day and week - and require soundtracks to match. Looking at a venue’s brand, whether relaxed and nature-based or hip and urban, provides a starting point from which to continually fine-tune the music to match the conditions. Time of day, energy levels and experiences all influence those choices and the music should be programmed to match guests’ moods - while reflecting the accommodation’s brand values.

For a lower monthly fee, others will stream professionally-created playlists to a venue advert free and without repetition for 24 hours a day. Those playlists continually evolve, and managers creating an online user profile can select their venue and chosen rooms and ‘drag and drop’ a playlist to begin playback within their accommodation. The invisible aspect to creating a perfect ambience is the sound system or more specifically, the sound quality.

Industry take As Jonathan Neil of Edwards Sound Systems explains; “Subconsciously we all know that when music sounds great, it feels right. “There are numerous studies on how our perception of the flavour of food and drink is influenced by not only the volume of music, but the sound quality. “A cheap pair of speakers hooked up to an under-powered amplifier will only cause discomfort when it gets turned up, and there is no doubt that distorted sound becomes stressful to listen to and part of the background noise when having a conversation. “It will make you feel irritated and unwelcome. “A common misconception is that a speaker is just a speaker – I’ve heard industry ‘professionals’ say that, and it is a very sad comment.

A number of suppliers specialise in providing streamed music for hotels for a set monthly fee which varies according to requirements.

“There is actually a lot of sophisticated engineering in the speaker transducers, from the copper wire used in the speaker coils to the material and design of the speaker cabinet, and this all determines how faithfully the sound waves reach your ears. “It also determines how well the speaker can cope when the sound gets turned up.

Some work with venue managers to craft a bespoke program based around a brand and its differing daily requirements, providing all the equipment needed for streaming as well as taking care of licencing requirements.

“With a low-quality cabinet, the sides of the speaker cabinet will flex in and out with the bass. You’ll find all the serious manufacturers using birch plywood as it doesn’t warp and degrade over time with moisture and is lighter and stronger.



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“Another factor in sound quality is reverberation and reflection. Try to place speakers where the sound covers only the audience, not directly facing walls or windows and other hard surfaces and try to ensure that two or more speakers are not covering the same area (as much as practical). “Carpet, curtains, soft furnishings and wall coverings will absorb a lot of problem reflections and soften any harshness, and can go a long way to improving perceived sound quality. “A bar or venue is different from your home where you can sit right in the ‘sweet spot’ between speakers. In a venue you are unlikely to have an equal distance between the listener and all the speakers - delays from sound arriving from multiple speakers and reflective surfaces have an impact on the coherence of the sound and again make it hard to hold a conversation and enjoy the ambience. “You don’t have to pay a fortune for great speakers as the audio manufacturers are competitive and are always applying technological advances to stay efficient and keep the cost as low as possible. “You do get what you pay for in most cases, so if you are streaming music please choose the highest bitrate, or uncompressed, music - and give your speakers a head start.” By Kate Jackson, Editor



t technology Guest Wifi:

Is your guest wifi stopping you from getting a five out of five review? Judy Senn

WE ALL KNOW YOU CAN’T KEEP EVERYBODY HAPPY AND THERE ARE SOME GUESTS THAT ALWAYS FIND SOMETHING TO COMPLAIN ABOUT, REGARDLESS OF THE FACILITIES YOU HAVE ON OFFER. These reviews can be damaging and be the reason that a booking isn’t made at your complex. In a recent article by Carolyn Murphy from it states: “Internetrelated reviews have lower average scores (3.8 vs 4.0) than reviews that don’t mention internet services, suggesting that when the internet is mentioned in a review, it is normally seen as a drawback to the hotel experience. "A deeper look into the data reveals that internet-related reviews seem to most negatively affect the occurrence of five-star reviews. "From our investigation, we can infer that there are fewer five-star reviews that mention Internet because people expect perfect internet service. "Since it’s expected, they don’t think to write about it when it’s flawless. But when they don’t have a good internet experience, they can’t award a hotel five stars.” US company, Hotel Internet Services, conducted a search on Trip Advisor where they typed the term “wifi” and discovered four important factors of wifi and travellers of today. 1.

Mediocre to bad wifi in an otherwise great hotel might have kept them from a five out of five rating.


Hotel Guests also complained and gave bad reviews for not having free wifi. Reviewers felt the resort fees should cover that amenity.


The search returned over 66,000 results. Some of these hotel properties have hundreds to thousands of guests commenting on the wifi services in their room and within the hotel whether good or bad.


Spotty connections and poor connection speeds are amongst the highest complaints.

Although this report is US centric, I think we can all agree that it pretty well hits the nail on the head about wifi expectations of guests. Guest wifi is no longer considered an amenity, it is an expected service. It is a utility and important as running water, electricity and a comfortable bed. Guests not only want wifi to be free, they want it to be unlimited data, fast, secure and reliable. A 2015 Trip Advisor study found that 74 percent of travellers and 78 percent of millennials say guest wifi is the most important hotel amenity. Some guests consider free guest wifi more important than privacy when choosing a destination. A survey conducted by Roomzzz found that 65 percent of guests connect and log on to a property’s guest wifi within seven minutes of stepping into their room. Today’s travellers are bringing with them more and more wifi-demanding devices and it is not just about wifi access or free wifi hotspot. They want easy connectivity and to have a strong connection with all their devices.



They want to sit by the pool and listen to their Pandora or Spotify music and read a book on their Ereader or relax in their room catching up on their favourite show on one of their streaming TV Apps on their Laptop, Tablet or phone. These are the conveniences they have at home and they now expect accommodation providers to deliver on these same conveniences. Not to mention business travellers. Their needs for a strong, secure and reliable connection is even more vital and when these travellers experience connectivity issues they get very upset and they get very vocal! Not only are they posting on rating sites and social media but they are talking to friends and family about their experiences.

Some important areas to consider with your guest wifi: Speed/Bandwidth: Guests want to check emails, browse the web and stream a movie or music and chat with family and friends via Skype. You will need the fastest connection you can get. You may need multiple connections depending on where your site is located and what internet technology is available. Signal Strength and Reliability: In room guest wifi systems are a must. Each unit or hotel rooms needs its own wireless access point or modem to ensure that the signal is close enough and strong enough for devices with small antennas such as mobile phones. External or hallway guest wifi systems will not allow for reliable connectivity of devices, particularly Smart TVs. Security: You need to ensure that each room or unit has its own password. When your guests use a casting device you must ensure that your guest wifi system can isolate that device on the network to each specific unit so only guests in that unit can cast to the TV. This is very important as you do not want someone in another unit being able to cast unwanted/undesirable shows onto your guest's TV in a different unit. Easy Connectivity: Guest no longer want to have to go through a login screen (unless in a public or common area) and continually login throughout the day. They want an in room “at home” TV experience. Sign on once and devices automatically connect when in range of the units signal. Just as it is set up at home. Streaming Devices: You need to give the ability for guests to easily connect their Apple TVs, Telstra TVs, Chrome Casts and streaming devices without having to contact the manager or support to get the device MAC authenticated onto the guest wifi system as these devices do not have a browser to be able to log them on. Data: Guests want unlimited data. Gone are the days guest want to pay for more data or a faster connection. Our suggestion is to throttle each unit to 8 – 12Mbps (more if you have the bandwidth available). You still have to share the bandwidth around and ensure everyone has enough to do what they want. Start ticking off all the key areas above and give your guests what they want. You wouldn’t skimp on electricity or hot water, don’t skimp on guest wifi. By Judy Senn, Director, Timeout Internet

technology t Wireless Charging:

Cutting the cord: the new era of wireless charging IN THIS ERA OF RAPID TECHNOLOGICAL CHANGE, ACCOMMODATION PROVIDERS MUST EVOLVE TO KEEP UP. Guest increasingly expect accommodation, whether in a sprawling apartment block or a compact independent hotel, to be able to service them with the technology they use in their daily routines. With mobile brands like Apple and Samsung embracing wireless charging across their latest models, guests are coming to expect the same seamless communication experience when not at home. After all, people rely on mobiles even more when they are in an unfamiliar space. Low battery anxiety is a real issue, especially among the younger generations which find it hard to live several hours without their phone. A Veloxity study of 1,200 people across the US cities of Boston, New York, Philadelphia, and Chicago showed that on average, 6.95 people out of ten faced low battery anxiety - more than two thirds of them. Convenient wireless power will be key for accommodation businesses looking to support their guests’ mobile needs and expectations. If you can influence how and where people get access to power, you can influence the rest of their experience with you. Wireless charging is achieved by embedding wireless power transmitters within or beneath table top surfaces or inside furniture. The transmitter beneath the table is connected to the establishment’s mains power. If a user places a wireless-charging-enabled device (such as an iPhone X or Samsung S9) above the transmitter, it will draw power from the transmitter and recharge.

Supplier insight John McClure, national decorative and marketing manager at Gunnersen, says the latest wireless charging technology will change the interior landscape of public spaces across the country, turning almost any horizontal surface into a mobile device charging point. “Simply place your mobile device on the surface and charging automatically begins, without cables, adaptors or power sockets,” he says.

The art of wireless charging. Turn almost any horizontal surface into a mobile charging point without cables, adaptors or power sockets. WINTER 2018


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“The wireless charging system is compatible with any Qi enabled smartphone, tablet or portable device including the latest Apple, Samsung, Google, HTC, LG and Blackberry devices. “Just like free wifi, wireless charging will quickly become the new standard in the commercial spaces. “The days of people running out of battery power will soon be a thing of the past.” Wireless chargers can sit under benchtops, desks, bars and even couches with only an understated icon in view, making the unit practically invisible. They can be fitted or retro-fitted in most horizontal decorative surfaces including solid surface, timber, plywood, MDF and particle board.

• Enhanced customer knowledge Smart wireless charging solutions allow you to glean useful customer insights that are relevant, un-invasive and provide a competitive advantage. In order to gain access to the charging system, for example, you can require guests to download your mobile app. • More face-to-face interaction Wireless technology allows you to capture a more receptive audience – interaction is guaranteed when you are servicing a need and that extra interaction allows you to create a point of difference. Providing a charging area encourages people to come in, sit down and spend money. • Tailored spaces

Wireless charging is particularly suited to deploy at scale on a case-bycase basis, allowing hospitality venues to meet the individual demands of their customers in this era of hyper-personalised service.

Data provided via wireless charging can pinpoint the exact seating or standing location of any customer using the service, allowing owners to identify underused spaces and areas of high footfall - and tailor services to match.

And owning that technology can result in a number of benefits:

Branded chargers

Wireless Communications:

Communication which is over-and-out of this world

needs help. Security teams need to coordinate their responses to threats across large areas and into the more remote sections of large buildings. Duty managers must be able to give first responders clear and precise information about any incident, directing them quickly to the right location.


Food and beverage service for larger establishments relies on fast twoway communication to create an efficient team environment and enhance service to encourage repeat visits. The latest two-way radios allow staff to coordinate seamlessly, communicate discreetly and collaborate more productively.

Guests feel valued and welcome when their needs are addressed speedily, while accommodation managers rely on strong communication channels to keep accurate track of rooms, supplies and issues. Whether you run a hotel in Hobart or a motel in Moruya, next-generation radios and pagers can connect teams instantly and help smooth the accom experience for everyone involved. Wireless communication solutions adapted to your needs provide a range of solutions to increase business efficiency across the board. Guest relations are improved when you respond quickly to visitor requests and are able to track supplies, confirm room availability and manage staff while projecting a professional appearance. Maintenance issues are resolved more easily when personnel are instantly contactable using the latest voice and data solutions. Tasks can be fast-tracked to the right staff member and completed quickly. Housekeeping staff inevitably operate more efficiently with better realtime information - making sure rooms are ready for guests on check-in, for example. Wait times are eliminated and managers have visibility into all operations. Security relies on excellent communication. From a celebration that gets too rowdy, to a serious threat - think aggressive intruder or suspect package - instant, clear communication is essential for safe resolution. Accidents and injuries affecting guests or staff also require prompt action. It’s vital emergency services know exactly where to find someone who



The latest paging transmitters come with IP connectivity, which means accommodation businesses can now build up a pager network and program any individual transmitter within that network, remotely. The network can also be made to send any messages remotely - so it is not necessary to be in proximity of the transmitter. This makes the pager network more easily configurable, flexible and infinitely scalable. For businesses with numerous employees scattered across varying areas of their property, wireless communications are fast becoming an invaluable member of the team.

Industry opinion Peter Cook - Sales & Marketing Manager for Sea, Air & Land Communications Ltd (Salcom) What are the latest paging transmitter options and how do they fit the hospitality environment? Hospitality is a very broad term and means something very different to many different people. It can mean: 1.

A reception call-point messaging device at the entry or reception to an establishment, which allows you to send a message to someone to let them know you are there

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Customising your wireless charger to match your brand image is a good way to boost your presence. ‘White label’ chargers are a blank canvas for businesses to add their own branding, and manufacturers will work with accommodation businesses to design digitally printed media on charger surfaces. Options include pad printing, through which a 2D image can be transferred to a 3D object, screen-printing logos on a surface in a limited colour combination by forcing the ink through a pre-prepared screen, embossing by cutting, casting, or stamping a design on a surface, or laser engraving, which leaves a high-end, long lasting impression of the logo.

How does the technology work? A magnetic loop antenna (copper coil) is used to create an oscillating magnetic field, which can create a current in one or more receiver antennas. If the appropriate capacitance is added so that the loops resonate at the same frequency, the amount of induced current in the receivers increases.


A message to someone, a valet or maid, for example, to let them know you wish to have your car returned or laundry collected


It can be for food or drinks service in a bar, bistro or restaurant


This is resonant inductive charging or magnetic resonance; it enables power transmission at greater distances between transmitter and receiver and increases efficiency. The latest Qi certified wireless chargers can deliver higher power levels (up to 15W) to compatible receivers, resulting into significantly faster charging times. Speed is a main requirement when it comes to connectivity and the latest wireless charging solutions are just as, or more, efficient than wired charging. Inductive charging automatically stops when the device is fully charged, a technique that isn’t available in 99 percent of the currently available adapters. It is also an elegant solution to connectivity for any stylish venue wireless charging negates the need for a proliferation of ugly power cords and chunky, expensive wired sockets. As John McClure says: “Now businesses can integrate wireless charging into their commercial interior spaces without affecting design aesthetics. “It will attract consumers to establishments and keep them there for longer without affecting the look of their beautiful solid surface.” By Kate Jackson, Editor

What are the key factors to consider when selecting equipment? Key considerations are: 1. Do you want to serve diners at the table, or do you want diners to be walking around the establishment collecting their food and drinks?

It can be the remote opening of access barriers, doors etc. at an establishment

2. How many tables do you serve in your establishment, and/or how many serving staff do you have?

There are several options in the transmitter range, all configurable for different applications. For example, if a server is to be messaged from the kitchen to advise them that meals are ready for collection for service at the table, one desktop-mounted keypad transmitter can be used to page any one of up to eight serving staff, all of whom can wear a pocket pager, to advise them that food is ready for collection. For larger environments, the same device offers the scalability to be used to message between one & 999 serving staff that meals are ready.

How do you ensure communication across all areas of a property? Repeater units can be used as range extenders within the establishment (or outdoors, if necessary). This way, if the shape, size, or construction materials of the building present any challenges, the repeaters will detect the incoming message and re-send it to the pagers within the establishment. Multiple repeaters can be used in order to ensure that the signal gets to the extreme boundaries of the property, down into a basement, upstairs to another level, or anywhere else it may be required.

3. If you are paging serving staff for meal collection, do you want them all to receive the same message - which can result in multiple servers converging on the kitchen at the same time - or do you wish to allocate certain tables to specific servers and message them only when meals are ready on the tables? 4.

Is scalability is important to you and if so, what’s your budget? Which two-way radio systems provide a secure, scalable quality and service suitable for the industry? – For security, you need encryption.

DES is a lower level of encryption, using a 56-bit key, whereas AES is much more secure, using 128-bit, 192-bit or even 256-bit key encryption. There is also voice scrambling as a much lower-level option, but different manufacturers pivot their scrambling at different frequencies, meaning that radios from manufacturer A, for example, might not work in scramble mode with radios supplied by manufacturer B, for example. Some countries do not allow the import of voice-scramble capable radios, even if it is de-activated within the radio. By Kate Jackson, Editor WINTER 2018


h housekeeping Bunk Bed Safety:


The AS/NZS 4220:2010 bunk safety standard covers Australia and New Zealand and was further enhanced with the introduction of the HB393:2011 standard in 2011. The HB393:2011 standard builds further on the requirements of the AS/NZS4220:2011 and provides additional guidance for shortterm accommodation providers in relation to the purchase, installation, maintenance and the use of bunk beds in facilities.

They may be putting facilities at risk by failing the requirements of the 2015 Health & Safety at Work Act.

Bunk bed safety standard compliance features

Worksafe NZ “Under the Health and Safety at Work Act 2015, every business has a responsibility to ensure, as far as is reasonably practicable, the health and safety of workers and any others who could be who could be put at risk by the work of the business, such as customers, guests, & children.” The HSWA firmly places responsibility on owners and operators of workplaces, who must be aware of, and compliant with, the Act - and of the need to include ongoing improvement reviews, the identification, minimising and elimination of risks, and ongoing monitoring processes. This includes the safety of all plant with special importance in accommodation facilities, such as bunk beds. Bunk beds are inherently risky if not well designed, manufactured to safety guidelines, and used with care. The AS/NZS standards provide a level of safety awareness, enabling these risks to be minimised. The importance of using only fully compliant and certified bunks in accommodation facilities cannot be understated.

The safety standards include numerous specific design and manufacturing requirements. The approved authorities which administer the compliance testing cover these aspects with meticulous detail, which, to name a few, include the following areas of importance: •

Overall height of upper bunk mattress supports, distance between lower and upper sleep support surfaces, minimum load testing weights applied to the mattress support surface.

Bunks must have safety guard rails on all four sides which must be of a minimum height, providing a minimum clearance above the mattress to prevent ‘roll out’.

Corner post and other structural supports must not exceed the minimum protrusion allowance above horizontal guardrails, to avoid snag points.

Any sleep space with a height above 600mm from the floor must conform to a range of minimum & maximum measurements over all aspects of the construction, to avoid entrapment of finger, limbs, or heads.

It is paramount in reducing the risk of injury, and just as importantly, the cost to the accommodation provider in the case of guest or worker injury.

Creating a safe haven to bunk down Roger Harris, director at Haven Distributing says that product design, safety & customer service are keys to their hospitality sleep offering. Haven Distributing’s Commercial product range provides an extensive collection of bed frames, bunks and storage options for accommodation providers, including backpackers, holiday parks, children’s camps, glamping facilities and university and school accommodation providers. The wealth of experience as a product developer, importer, and wholesaler of furniture and homewares, provides confidence in well-designed and safety standard-compliant products, ensuring that all products also comply with NZ health & safety requirements for hospitality providers. Haven’s range caters for facilities of budget, high volume, family and educational accommodation requirements.



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Reputable product developers, manufacturers, importers and distributors have meticulously followed the AS/NZS standards to ensure that their customers and users are not compromised by poor design and a lack of safety features. This is something which cannot simply be given ‘lip service’ to, especially when the personal risk and subsequent penalties are so great. • •

All fasteners in construction must be flush, or recessed, and without any sharp edges, or snag points. The access opening to the upper level must conform to specific allowable dimensions, and access ladders must be permanently fixed to the bunk frame. Ladder rungs or handrails must have specific dimensions to allow for safe hand grip during access, with step spaces and lowest steps being within specific dimension criteria. Bunks, and associated product information must include a warning label indicating the careful use and suggested age limitation for use of the upper bunk bed level. Stability, along with minimum weight load testing must comply to specific measurements of Newton units of force without any uplift from the floor.

The benefit to accommodation providers of buying fully-compliant bunk beds, whether a small few-bed facility or a large multiple-site operator, is that they reduce the risk to reputation should someone get injured, or worse, and they have security in knowing that the products are compliant and fully certified. It is recommended therefore, that before buying the next bunk beds, firstly ask your potential supplier to provide a copy of their test compliance certification to the AS/NZS4220:2010 and/ or HB393:2011 standards, which should be sought prior to your next investment. For more details, it is recommended to refer to AS/NZS 4220:2010 or HB393:2011 standards information and the NZ Health & Safety in Workplace Act 2015, ensuring your business and personal risk is reduced. By Roger Harris, Director, Haven Distributing Company


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: WEBSITE:



h housekeeping Amenity Dispensers:

The new-style dispensers helping you clean up GUESTS NOTICE AND APPRECIATE A FOCUS ON CLEANLINESS. From shiny sinks to polished porcelain, every washroom will be judged on its sparkle factor. Today’s travellers expect their bathrooms to not only be spotless on check-in, but to offer good hygiene options and quality amenities throughout their stay. As states: “Clean and hygienic facilities, communal areas and washrooms play a key role in turning an average stay into a great one - and are some of the most important factors when recommending a hotel to friends and colleagues.” A big part of maintaining high-level hygiene is choosing the right dispensers for your amenities. With the growing awareness of environmental issues regarding the manufacture and disposal of billions of individual plastic amenities bottles, the dispenser is fast becoming a must in hotels, motels, resorts and spas.

Environmental benefits The dispenser eliminates the need for individually-packaged products, creating significant waste reduction. It is estimated that the world's hotels alone dispose of more than ten billion pieces of packaging from shower amenities every year - and the vast majority of these products are only partially used. In fact, research shows that up to 95% of the plastic used in a hotel room end up in landfill. Travellers expect good toiletries and amenities in their bathrooms, but they also increasingly expect their accommodation to meet green standards. Some accommodation providers donate leftover soaps and shampoos to charities like Clean The World which will sterilise and distribute them to needy communities. However, recycling is only possible if there are resources in that vicinity to provide the service; so more often than not, the partially-used items get thrown away.

the daily chore of restocking the cart, cleaning up the bathroom mess and restocking the room. The Dispenser only needs topping up every 3 to 4 weeks, depending on occupancy. And the waste removal cost for all the individual packaging is significantly reduced with refillable dispensers, while purchasing liquids in bulk leads to inevitable savings through economies of scale. When looking at the overall picture, an amenity dispenser program saves accom providers between 30 to 70 percent of the cost associated with traditional amenity programs through reduced packaging, transport, waste removal and wasted product.

Dispensing with style Amenity dispensers are available in a dizzying array of brands, colours and styles to fit the look of any bathroom. The latest sleek and stylish designs bear no resemblance to the chunky monstrosities of the eighties and include locking mechanisms with non-corrosive keys to help prevent tampering and vandalism. They come in sets of one, two or three chambers - for customisation of shampoo, conditioner, and body wash combinations - and provide a choice of satin silver or chrome finishes alongside white. Some manufacturers provide customisable options which allow for your brand to be displayed front and centre, or work with hoteliers to create designs that match current décor and can be inserted into the dispenser’s face plate chamber. Manufacturers understand the need to make their dispensers attractive as well as practical.

Refillable dispensers can reduce that landfill waste by up to 70 percent while saving staff the time of replacing amenities. Accommodation houses are beginning to incorporate the dispensers into their room design - and educate guests about the benefits of using them. Those looking for green solutions will embrace the change, and those with little interest in saving he planet will still understand and appreciate your motivation.

One industry insider said of their brand: “From the very beginning, we set out to make it a design of distinct beauty. Our first concept drawings set us in a direction of a fine fragrance bottle, a look that the privileged hotel guest would appreciate. We have used bold, elegant lines, strong shapes, heavier materials and superior finishes to craft a guest shower dispenser that truly is an upgrade in every respect.” Gone are the days of filling those voluminous spaces with cheap and nasty product. Top quality eco-friendly, organic brands are as available for refillable dispensers as they are for small amenity bottles - including brands like AVIVA, Pharmacopia, PAYA, TOCCA and Tommy Bahama.

Cost savings

Practically perfect

One of the great benefits of bathroom amenity dispensers is that you only pay for what’s used on premises. Individual packaging means half-used product is thrown away, or those handy little bottles are taken home to be employed on Billy’s next school camp. There's a housekeeping cost to

With an aging population, it’s worth considering that amenity bottle labels are difficult to read, stiff tops can make amenities difficult to open, contents are often hard to get out and the little bottles and caps are messy. Wall mounted dispensers are easy to access and easy to differentiate from each other, and they don’t present a slip hazard in the shower. In practical terms, wall-mounted dispensers can be attached using durable silicone adhesive so there is no drilling required and no damage to walls. Quality models include pump and valve systems which are guaranteed for life and recyclable refill bottles with inbuilt reservoir tanks which allow the full contents to be used without any waste.

Washroom dispensers Public area dispensers come in traditional or electronic touchless versions and are made of sturdy ABS plastic or stainless steel. Touchless dispensers are the ultimate hygiene solution. They use a sensor to detect hands, meaning there is zero bacterial transmission during dispensing and no wastage from the economical portion-controlled dispensing mechanism. Whether wall or basin-mounted, quality washroom models include functions to aid restocking - like a level indicator and an easy-to-use locking system. By Kate Jackson, Editor



h housekeeping Bed Bugs:

The unwanted guests feasting on your clientele THEY MAY BE THE SIZE OF A PIN-HEAD, BUT BED BUGS HAVE BEEN KNOWN TO INDUCE HYSTERIA IN THE MOST HARDENED HOTELIERS. These itch-provoking pests have been on the march in increasing numbers globally over the past year and tend to be detected in greater numbers following major sporting events - such as the Rugby League World Cup. After the London and Sydney Olympics, both host cities were identified as centres of bed bug infestations. Which means New Zealanders should be on high-alert for accommodation’s most unwanted guests. After all, in this age of instant connection, an infestation could result in negative reviews or ugly pictures being speedily relayed around the world to many thousands of potential guests. The good news is, once they are detected, there are effective treatment and prevention measures available. Anyone can get bed bugs. While most people assume they are a product of poor hygiene, this is not the case. Bed bugs are excellent travellers, that can latch onto luggage or clothing and be deposited anywhere, causing infestations in the cleanest of environments. Although it is impossible to prevent the little creatures from being brought into your establishment, it is possible to undertake steps to minimise the risk: 1.

Provide luggage racks – These help guests avoid them putting their bags on the bed and giving any hitchhiker bugs a direct passage to the bed.


Make detectives of your staff – Ensure your housekeepers are familiar with what bed bugs look like and can identify the tell-tale signs of their presence. They should always check the bed and bedding when cleaning or making up a room. All establishments should also conduct regular more thorough checks of all rooms. Although most will be found in the bedding they will also travel to other areas.

a bin outside. Even if you haven’t seen them, the vacuum may have picked up a bed bug or their eggs.

Industry view: Karen Bowen, marketing manager for Protectabed. How do staff go about detecting bed bugs? To detect bed bugs, you first need to know what they look like. All staff should be trained when inducted, with a regular refresher course put into place for the housekeeping team. Bed bugs have small, flat oval bodies. Adults are brown in colour, reddening after feeding. Despite common misconceptions that they are too small to see, fully grown they are about 4-5mm in length, small but visible to the naked eye. Hiding in nooks and crannies they are primarily nocturnal, emerging in the middle of the night to feed on those sleeping. It is therefore often not the bed bugs, but tell-tale signs of their infestation, that may be seen first. Little brown or black dots found on linen or the mattress itself. Look out for brownish-red splotches from a bed bug that had fed on blood and was shortly thereafter crushed, shredded bed bug skins, and deposited white eggs and dark faecal matter. Eggs will be approximately 1mm in length, and difficult, but not impossible, to see. Where are they most likely to be found? Bed Bugs, although most commonly found in bedding, are capable of moving quickly and infection may be found throughout a guest’s room. What should you consider when choosing a pest manager? Firstly, look for renowned and reputable companies, ensuring that they are licenced pest controller and member of the AEPMA (Australian Environmental Pest Managers Association) with specific training in bed bug removal. There is a bed bug code of practice.


Invest in bug detecting traps – These will quickly provide evidence of a bed bug infestation. If one is found, there are likely to be more, and immediate action should be taken.


Use bed bug-resistant mattress encasements – Not only providing peace of mind, but by ensuring a clean and pest-free guest bed, they help protect your mattress investment. A quality option will have a dust-proof flap and tamper-proof seal, making the mattress or pillow bed bug entry and escape proof, whilst also ensuring allergens can’t become airborne. Cover the mattress encasement with a waterproof fitted mattress protector for easy removal and regular washing with other bedding.

Find out what treatment programs they offer. Although heat treatments may be an option, pesticides will most likely be required, so check on what residual chemicals may be left and how long the premises need to be left unattended.

Think about bed base castors – These are specially designed to prevent bed bugs from accessing the mattress from the floor and onto the bed legs.

What are the best post-treatment procedures?



Check the fabric care label – Always wash and dry bedding at the highest permissible temperature allowed. Bed bugs don’t like heat.


Vacuum seal – After vacuuming rooms, always make sure the contents from the vacuum are sealed in a plastic bag and discarded in



Ensure they offer ongoing inspections as these are an essential part of ensuring long term peace of mind for you and your guests. Often more than one treatment is needed to completely eradicate bed bugs.

Having eradicated bed bugs, you need to ensure that you are not again at risk in the future. You need to put into place a comprehensive pest management program. Be proactive. Train your team on how to identify and check as part of their normal routine for bed bugs. Use products such as bed bug detectors and mattress encasements. By Kate Jackson, Editor

INSURE THE VALUE OF YOUR BEDS The real cost of insuring one of your most prized assets is so inexpensive. The average cost of a Queen-sized bed is approximately $800, and the lifespan for that bed will be an average of 7 years. With Protect-A-Bed®, the average bed’s lifespan can be extended by up to 3 years. BugLock® Encasements produce an effective Fit’N’Forget™ barrier against bed bug infestation. Suitable for both mattress and bed base encasement, it aids in early detection of bed bugs. As a result there is less time spent addressing bedding, reducing labour costs and insuring the lifetime value of your beds.


0800 722 000

h housekeeping Vacuum Cleaners:

The housekeeper’s weapon of choice


mouldings. No matter how much power it delivers or how good its air flow, a vacuum cleaner will not be any use if it’s out of action because its wheel falls off!

Your housekeeper must be committed to cleaning up your town - you need a bad-ass who will rid your property of scum, mess, filth and the foul stench of mediocrity. So, if you want your housekeeper to scare away nasty, stinkin’ germs, you need to make sure they have arsenal of lethal cleaning weapons on hand.

Uprights... May also be more effective in large open spaces such as function rooms, whereas they may be less suited to stairways or small guest rooms, due to weight, size, and manoeuvrability.

The biggest gun of all in a cleaning arsenal is the commercial vacuum. If your property was a saloon bar, you wouldn’t be too fussy about a bit of “spit and sawdust” on the floor, but a sparkling clean floor in a modern accommodation property is an absolute must. A dirty floor is a huge turnoff for guests: an immediate red flag that accom staff don’t care. It also poses a health risk for visitors. Studies have shown that a carpet serves as a magnet for all kinds of pollutants, contaminants, bacteria, and odours, including the possibility of nasties such as fleas, cockroach eggs, and dust mites. A suitable ‘big gun’ commercial vacuum must be provided because regular vacuuming is key to any healthy, fresh and clean environment. An investment in the best quality and most suitable carpet cleaning equipment for your floor will also prevent wear and tear and prolong the longevity of your carpets, proving cost effective.

The good, the bad and the ugly Raw power... Motor power might be the most obvious choice for a vacuum cleaner, but commercial vacuum experts claim that a strong design is often the most important feature to consider. Quality... Never overlook the most basic machine parts of the vacuum: the strength of wheels, clips, and other plastic



Canister... May not be quite as powerful (although their power has improved) but are lighter, more manoeuvrable and may be better suited to the size and space of your accommodation rooms. Backpack models... These are very worker-friendly for stairs, but they must be frequently emptied. Recent versions promise increased productivity and remember they are more ergonomically friendly. Cordless and rechargeable... These have the advantage of being able to go anywhere without the hazard of a trailing cord. However, they must be recharged often and have a limited user time. Consider noise... Listen before you buy because an annoyingly high pitch vacuum can claim a low decibel rating on the sticker or brochure. Filtration... Large and easy to clean filters equals simple maintenance and consistent performance. TIP: most commercial vacuums can be used bagless but always use a bag or you will have to replace (costly) filters more regularly. A HEPA (high efficiency particulate arresting) filter will effectively remove dust, irritants, mites and filter to produce clean air. These offer efficient filtration to help remove the sources of irritation that cause allergies and asthma. Hot water extraction... Think about an extension to normal vacuum cleaning, ask your supplier the advantages of including a hot water extraction system to your arsenal.

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Automated vacuum cleaners... Predicted to be one of the biggest and most exciting housekeeping technological developments. A handy cleaning solution with smart features such as mapping out the room with in-built cameras, remote controls, and virtual wall features, blocking off areas you don’t want to be cleaned. Attachments... The most effective vacuum cleaners do not just get their super power from a motor, but also from the variety of attachments offered. Your choice of vacuum (or a variety of vacuums) directly impacts your room turnaround time and for fast paced accommodations it is crucial to get it right. There is a vacuum for every need so select the most reliable and effective cleaning weapon: one that can reduce costs, boost energy savings, enhance staff/guest safety, and increase productivity. In the words of badass Clint Eastwood in The Good the Bad and the Ugly: “There are two types of people my friend, those with loaded guns and those who dig.” So make sure you get your loaded gun!

“You also need to consider if you need corded or battery machines. Battery machines are becoming essential if you’re looking to minimise OHS issues for staff and customers, avoiding dangerous cord trip hazards at entrance ways for guests and staff. Simply changing to a battery vacuum for these operations could remove massive risk from an insurance perspective.”

What (in your opinion) are the best filtration systems? “Users need to choose the right filtration level for their desired outcome. Remember, just because a machine has a HEPA filter that is not a true indication that the machine itself is actually trapping all small particles. “Talk to your supplier about the machine’s HEPA rating and what you’re trying to achieve. There’s simple solutions for all desired outcomes.”

What are the most environmentally friendly choices around? “The lower the wattage – the less power you use! The other consideration is the lifespan of a vacuum.”

Tim Edmondson, managing director from Edco Cleaning Products / exclusive Numatic agent in Australia, offers his expert opinion:

What are the latest models, and do you foresee any future industry trends?

What are your tips for choosing the best commercial vacuum for the job?

“The big change we’re seeing is the growth in the battery machine market. They can provide users with massive time savings and labour. Being the single highest cost for most housekeepers and cleaners, these units can pay for themselves in labour savings within months.

“Analyse. Look at the total area you need to clean, the time you have to clean that area, any obstructions or safety issues you need to consider. Once you’ve assessed what you want to achieve, talk to your equipment provider and work on a plan. It may involve a mix of machines for different areas or jobs.”

Backpack, canister or upright? “Uprights do a great job on deep carpets and in smaller areas – but they can be difficult when trying to access confined spaces and have smaller dust retention capacity. “Canisters are the ‘jack of all trades’; higher volumes for longer cleaning, increased manoeuvrability and the best one’s are just about bullet proof. “Backpacks are fantastic where there are large areas to clean, lots of obstructions to get around such as desks, chairs etc. 

“The other trend is the reduction in power usage for corded models.”

What should purchasers look for when assessing the quality/longevity of a vacuum? “The first clue is the warranty. Furthermore, talk to the manufacturer and tell them what you want to achieve. Don’t choose based on the ticket price, do your analysis and calculate the cost over the life of the machine. The true value of a machine is more than just the ticket price – it’s the cost of power consumption, repair downtime, replacement frequency and of course the performance.” By Mandy Clarke, Industry Reporter WINTER 2018


gf guest facilities Spa Bath Hygiene:

The unwanted guests lurking in your spa bath


untreated tap water and drained after each use. They can have 4 to 8 metres of plumbing lines holding stagnant water. Even though they must be installed according to government-legislated safety standards so that the water drains from the pump when released from the bath, residue remains within the pipes until the next time someone uses the bath.

But while happy soakers linger lazily in the warm environs, so do bacteria, fungi and yeast feeding on pipeclinging remnants of previous bather’s skin cells, body oils, body secretions, hair, dirt and soap scum. Pseudomonas aeruginosa, staphylococcus aureus, e-coli, candida albicans, aspergillus niger and microsporum canis could all be enjoying the warm and moist environment alongside your guests. Some can cause serious and even irreversible health problems, such as urinary tract infections, gastrointestinal infections, septicaemia, folliculitis, skin infections and rashes, eye and ear infections, staph, herpes, pneumonia and legionnaire’s disease. There have been several deaths worldwide attributed to infections contracted through spa baths, and the scary thing is, guests don’t even have to be in the bath; they can be exposed by just being close enough to breath in the fine spray.

This warm stagnant water is full of speedily multiplying bacteria which produce, and become protected by, a biofilm - a slimy protective film often resistant to bleach and detergents. When the jets are then switched on again, this build-up of biofilm breaks loose and a delicious cocktail of bacteria, soap scum, hair, dead skin, body oil, dirt and faeces is blown out of the pipes, into the air and into the freshly-run bathwater of your unsuspecting guest.

So what should accommodation managers do to minimise the risk of infections? Treating biofilm must be done with a chemical specifically designed to clean and degrease.

Texas A&M University microbiologist Rita B Moyes tested 43 water samples from both private and public spa baths.

When used according to the manufacturer’s directions, the product should remove all body fats and debris adhered to the internal piping.

Her study revealed 95 percent indicated the presence of faecal derived bacteria, while 81 percent had fungi, 56 percent had pseudomonas aeruginosa, 36 per cent had legionella bacteria and 34 percent contained staphylococcus.

Choose a product that also has a sanitising and deodorising action, so that the pipes remain clean and the smell of dirty pipes is removed until the bath is used again.

Moyes said: “A normal teaspoon of tap water contains an average of about 138 bacteria, with many samples not having any bacteria at all.

They are easy to administer: simply added to a filled spa bath and run the jets for five to ten minutes. After a short while, brown sludge-like foam will start to accumulate on the surface of the bath water.

“The same teaspoon of spa bath water contains an average of more than 2.17 million bacteria.”

Why are spa baths so dirty? Unlike spas, which have filters and are constantly filled with heated and chemically-treated water, spa baths have no filter and are filled with



Once the product has been flushed through the pipe system, turn off the pump, drain the bath, refill and run the jets once more to ensure you have completely flushed all the build-up out. Finish by wiping of the interior of bath with a damp cloth and rinse with the tap running. By Kate Jackson, Editor

gf guest facilities Guest Gym Equipment:

Weighing up the latest options for hotel gyms In-room gyms are becoming a focus in some larger hotels, such as Westin Group and Hilton Group properties, with gyms behind closed doors allowing guests to exercise in their own time, under their own conditions and in private. For hotels tight on space, in-room gyms can be a perfect compromise. And finally, fitness technology is growing rapidly. For example, guests expect to be able to sync their wearables or phones with the piece of equipment they’re using so they can track their workouts in real-time and watch online media while working out. For hoteliers, all that running, jumping, stretching and heaving spells risk. Within the most tame-looking gym lurk a host of potentially dangers that, without proper planning and maintenance, can result in injuries exposing the property to claims of negligence. HOTELS ALL OVER THE WORLD EXERT THEMSELVES TO PROVIDE GUESTS WITH A KICKING GYM ENVIRONMENT. But as exercise trends shift towards smarter and more targeted workouts, it’s important for accommodation providers to understand where the bar stands on exercising in 2018. Those looking to embark on a gym upgrade should have a solid knowledge of latest fitness trends in order to inform their purchasing choices. The way we exercise has shifted towards more group classes, weights and resistance exercises. There is still strong demand for bigger equipment, but there’s now an added focus on targeted pieces, weights and mat work. High Impact Interval Training (HIIT) consists of bursts of high impact activity followed by low intensity recovery. It has been popular for a while and continues to be, with no signs of slowing down. Meanwhile, Low Impact Interval Training (LIIT) is starting make its mark and is similar but with less intense bursts of activity and sessions which take longer to complete. Group sessions, whether they’re offering Spin, HIIT, dance or yoga, help keep people motivated and provide a serotonin kick from the social interaction. It’s good to remember that holidaying singles are on the rise globally. Weights or bodyweight training are ever-popular and set to remain so, while fitness for older adults is on the increase as awareness of its importance grows.



Unlike traditional gyms, hotel fitness centres present the unique challenge of catering to a constant flow of new members unaccustomed to their equipment and rules. In the traditional gym setting, new members undergo a mandatory orientation allowing them to become familiar with the operations of the gym. In hotel fitness centres this process is generally skipped, resulting in a unique challenge to provide the safest environment. Which means it is even more important for hotel gym equipment to not only be professionally manufactured and installed, but regularly serviced to ensure it is up to scratch. Having a service plan with a quality provider ensures operators that there are no maintenance issues that could damage equipment or cause a potential safety risks for guests. Servicing can cost from around $30 per piece of equipment, with specialists providing on-call repair assistance so temperamental machinery doesn’t result in temperamental guests. When it comes to equipment, managers need to be mindful not only of safety, but of practicality and balance of equipment. Some pieces are fine to be used singly, others work best as part of a group. Providing enough equipment so guests aren’t queuing, and placing the right pieces to work in combination, is a tricky juggle. Treadmills are still among the most popular items in a gym environment. They are the equipment of choice for many in-room gyms.

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A solution to fit every budget Hayden Smith, sales director of Blue Fitness Ltd, says: “Established in 2002, Blue Fitness has been distributing and servicing the world’s leading fitness equipment brands in New Zealand and the South Pacific for over 15 years. “Based in Auckland, but with a nationwide footprint of sales and service people, they work with the country’s best gyms and have designed and installed equipment across a number of hotels and resorts. “In 2017 Blue Fitness added Precor to their suite of over 20 brands. From a maintenance point of view, they have more friction, load bearing, moving parts and wear items than most other pieces. They are also one of the most Youtube-featured pieces for their ability to turn a stylish jog into a faceplant! Ellipticals are another popular workhorse of the hotel gym. They have a complex system of motorised and hinged components that are all designed to work in sync with one another to provide smooth operation.

“Precor is the preferred vendor for many hotel groups across the globe and with their new P82 15” Touch Screen Console provide an ever-changing array of apps and training programmes for guests.

Bikes, spinners and steppers are beloved of fitness fans looking for a range of cardio equipment to get their hearts racing and muscles burning. Their collective ability to help raise a serious sweat means people look for a combination of these in a quality gym.

“Equipment leasing is often in house and combined with a service plan, offers hotel owners peace of mind with regards to a high service levels for guests.

Strength Equipment is used to build muscle. Manufacturers will be able to advise on the best options to suit your accommodation. Modern gyms need multi-exercise weight and resistance machines, as well as a choice of handheld strengthening devices, such as free weights, kettle bells and medicine balls.

“With Precor and the other 20 brands in their portfolio, there is a solution to fit every budget and market position.”

By Kate Jackson, Editor

COMMERCIAL FITNESS EQUIPMENT We pride ourselves on value driven equipment supply, customer service and after sales care. • • • •

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r refurbishment Holiday Park Upgrades:

Resorting to upgrades: The holiday park refurb blitz AS WE BURST FROM OVER-STUFFED SUVS IN OUR THOUSANDS, KIDS SCURRYING JOYFULLY FOR THE BOUNCY PILLOW, IT’S CLEAR THAT KIWIS ENJOY AN ENDURING LOVE AFFAIR WITH HOLIDAY PARKS. It’s an environment where devices are ditched, squeals are encouraged and siblings reconnect in a timeless embracing of family fun. And when we find a good one, we return again and again. Those reviews saying: “We’ve come every Easter since 1970” and “Celebrating at Pohara Beach since Dad was little” tell a touching story of loyalty. But what those loyal families don’t see is the level of investment and maintenance that goes into ensuring each visit is as good as the one before. Where once the kids plunged into an icy outdoor pool, now they luxuriate in a tropical oasis or pirate-themed water park. Once-scruffy communal areas are spotless, once-limited leisure facilities are expansive, once-lumpy beds are comfortable, and once-tatty bathrooms are sleek and modern - and that’s just the starting point. Add to that the inevitable wear and tear exerted by active families and it means regular refurbs are a must for holiday parks. Because while our core values have remained the same, our expectations certainly haven’t.

Children’s Entertainment Being ‘family friendly’ is one of the top three reasons why people choose a holiday park according to latest industry research. So skimping on kids activities is simply not an option. The parks rated the best by subscribers to boast a breath-taking range of options to keep children entertained.

The website describes kids’ clubs and activities as “a must” in its synopsis of best holiday resorts for 2017 - made even more appealing when situated close to adult refuge options like a spa or bar. Adventure lagoons, rope play areas, aqua jump trampolines, indoor splash parks, treetop adventures, reptile shows, pony rides and mazes all feature in the dizzying list of children’s attractions for parks scoring high on the website’s ‘people’s choice’ barometer. Spotlight and a round of mini golf just don’t provide the wow factor anymore. So if you’re looking to attract families and don’t have the advantage of a jaw-dropping location, concentrate on entertaining active little bodies.

Swimming Water parks are beginning to take precedence over traditional swimming pools as parents seek a fun, low-risk aqua environment for their children on holiday. Zero depth water parks lessen the chance of drowning incidents, so providing a more relaxed experience for parents, and offer the added bonus of decreased water evaporation and lower water sanitisation costs than traditional options. Of course, they still have to be entertaining, and latest developments include water park wave riders and illumination for evening splash fests to ensure guests are entertained day and night.

On the slippery slope to success Annette Matthews, managing director of Australian Waterslides and Leisure. “Waterslides and holiday parks are an excellent combination and go hand in hand to spell out success for your holiday park. “The introduction of water-play and waterslides into your holiday park creates higher interest in your park for families and results in more bookings. “Australian Waterslides & Leisure (AWL) can design a site-specific waterpark for your facility at no charge and with no obligation to buy. “AWL first introduced waterslides into Australia in 1979 with the AquaJet waterslide in Coffs Harbour. “Since that time waterslides have been an integral part of family activity throughout the warmer months. “Contact AWL and send a site plan of your park with an indication of where you would like to position your waterplay equipment and we will return some design options and cost indications for your consideration. “We can supply waterslides in kit form for selfinstallation or quote for a complete install by our trained staff. “We can ship our slides to destinations within Australia and New Zealand.”






r refurbishment Holiday Park Upgrades:

Laundries Guests will choose your park and return every holiday if unavoidable chores become a pleasure. Commercial laundry equipment has to work all day, as families get grubby at warp speed and produce a never-ending stream of sodden towels. Coin operated machines must endure high use, as well as environmental factors such as poor water quality, heat and dust. And they must be tamper proof, reliable and easy to use.

Beds Comfortable beds and bedding are not a luxury for holiday park cabins, they’re an expected feature. Without them, guests will bag out your otherwise fabulous park and not return. “Beds like sleeping outside on the ground”, “Very old soft bed” and “Don't stay in an annex, poor bed comfort” are among the recent comments made by irate Trip Advisor reviewers about Australian holiday park accommodation - with star ratings to match. Alongside comfortable cabins, the new sleeping phenomenon is glamping. It embraces the best of both worlds: home comforts with just a hint of wild blended together in the safe environs of a holiday park. It provides flexibility through changeable bed options while maintaining the aesthetic and integrity of the park, and accommodates everything from stag parties to backpacking groups, families to couples in a range of bedding configurations from basic bunks to king-size luxury.

BBQs A 2017 consumer demand report found 75 percent of campers rated cooking outdoors as their favourite activity. But the romance of barbequing doesn’t equate to a couple of sticks set over a campfire for most holiday park visitors. They expect to sizzle those steaks on gas or electric models which are built in to a kitchen camp or in stand-alone BBQing areas. Latest models are built to withstand the harshest extremes of weather and are designed to look sleek and modern, fitting in with modern landscape designs while providing practicality in design where it is needed. Look for quality models that are rugged, long lasting and easy to care for.

Buildings Modular accommodation is changing the face of New Zealand holiday parks. The option to have a cabin assembled offsite and delivered plumbed and ready for action within a day means upgrades are quicker and simpler than a generation ago. They also allow greater input into design, with most manufacturers offering a range of styles and building materials in sizes ranging from studios to three-bedroom cottages. Weathertex and Colorbond cladding are among the most common exterior surfaces, with Colorbond a common roofing choice and verandah rails ranging from stainless steel to timber. Internal cabin fittings are comprehensive - from stainless steel door handles and ornate cornicing to fully fitted kitchens and bathrooms.

When it pays to go cashless Much has changed in the 100+ years that Speed Queen has been providing commercial laundry equipment, not least of which are the payment solutions available to hoteliers and their guests. Speed Queen’s sales director, Duncan Gardiner, explained how cashless payment options work. “We’re the only supplier with a fully integrated EFTPOS, credit, Paywave payment solution that is being used in market. Many are talking about solutions, but we have customers using a cashless solution now!” he shared. He described the solution as being advanced, with proprietary software that uses the touch screen interface on the payment terminal for easy use. While the utilisation of the technology has been an investment for the company, it’s one that he feels is extremely worthwhile. “It eliminates cash management, theft and coin jams while giving customers a much better experience,” he said. “The solution can be deployed flexibly, with a payment terminal controlling between one and eight machines. “Laundromats will typically run one terminal between two machines, ensuring payment isn’t a bottleneck to customer usage during peak hours.”



HOTEL & MOTEL DESIGN We understand the importance of giving customers a highly memorable experience whilst getting the best financial return for our clients. Designs that entice your guests coupled with attractive offerings ensure that they’ll be coming back to stay.

APARTMENT & AGED CARE DESIGN This sector isn’t what it used to be and we’re seriously chuffed to be taking part in this revolution. Inspiring environments are designed with care, and Spaceworks ensure that the entire process runs smoothly through careful management of design, fit-out through to FF&E procurement.

design Effective s need lway n. doesn’t a ive desig s n e p x e to be hare appy to s h e r a e W o rtise – n our expe just ask! ns obligatio

HOSPITALITY & PUBLIC AREAS DESIGN As Kiwis we love to eat, drink, socialise and be merry! These spaces are a hugely important part of any accommodation offering and creating spaces that demand attention, ensure your guests stay and play for longer within your business.

eys, Bradley K ector ir D l ia rc Comme



r refurbishment Holiday Park Upgrades:

The science of destressing on holiday

Aircon units are standard and manufacturers offer a choice of finishes depending on budget. That flexibility extends to shared kitchen and bathroom blocks. Ancient brick and tile amenities conjuring suspicions of verucca-laden floors are being replaced in their hundreds with portables designed to weather Kiwi conditions - and families. Again, buildings can be customised based on needs such as wheelchair accessibility, kitchen setups, family bathrooms and laundry facilities with features like entry keypads and signage included. Manufacturers will also advise on council rules, energy efficiency and sustainable materials.

Sustainability Sustainability is becoming a major consideration as ‘green’ investments allow parks to conserve both the environment and their maintenance budget. Some, for example, are now including solar power, rainwater harvesting, and pool filtration technology that reduces water and chemical consumption in their refurb plans. The larger operators are even looking to introduce technology such as app-controlled air-conditioning, voice-activated lighting and curtains, links to guests’ own Netflix accounts, and monitors for power and water usage in future cabin plans.

Yasmin Handley, EcoSprings manager, says: “Our Ecosprings Mineral System is a unique blend of ocean minerals providing a more natural way of pool sanitation. Bathing and swimming in the magnesium and potassium mineral blend can be absorbed through the skin at cellular level. This process is called mineral science therapy. This extremely important mineral blend can aid in the reduction of stress, anxiety, aches and pains. It also plays a vital part in detoxifying the body. It never leaves a chlorine smell or salty residue on your skin and doesn't discolour blonde hair. It is extremely gentle and therapeutic on sensitive skin. The EcoSprings system delivers a healthier and more environmentally friendly alternative to traditional salt or heavily dosed chlorinated pools. Managers will be able to draw people in by having that point of difference of a mineral pool that gives so many benefits to customers. And having a mineral system will reduce their carbon footprint on the environment due to decreased water consumption, energy savings and the elimination of harsh chemicals.”

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By Kate Jackson, Editor

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r refurbishment Case Study – Waikaremoana Holiday Park:

Beautiful and remote – New Zealand at its best WAIKAREMOANA HOLIDAY PARK PRESENTS THE COMPLETED UPGRADE OF ITS CHALETS BY THE LAKE. FROM THIS SIMPLE AND COMFORTABLE REFRESHED ACCOMMODATION, GUESTS ENJOY BEAUTIFUL VIEWS, EXPLORE MANY WALKS IN THE AREA, AND PARTICIPATE IN BOATING, FISHING OR KAYAKING ACTIVITIES. NESTLED BETWEEN THE LAKE’S EDGE AND SURROUNDING BUSH, THIS PARK IS THE PERFECT PLACE TO RE-CONNECT WITH NATURE. Petrina and Derek Brenchley moved from Wellington to manage this holiday park for this very reason, and to shorten their commute to work. Petrina told us: “We wanted to get away from the rat race and the move here enabled us to expand our wings. This journey has been a huge learning curve for us - across a wide variety of topics. We pride ourselves on having a ‘handson’ approach; we roll up our sleeves and get stuck in where required. “Our philosophy has been to manage the holiday park as if we owned it,]. “We have invested a lot of time and heart into improving standards and rebuilding its reputation. Our team has become our whanau, so we make sure to care for its members in our work decisions and we consider their personal welfare.”

AMG asked Petrina some questions... Tell us about the history of the property: “In 1900 the Lake House Hotel was built on Whaitiri Point, under the Tourist Hotel Corporation (THC). Within a few years around the time of WW1 a cheaper camping option was needed. People camped on the beach below, which developed into a campground. Between the wars, huts, kitchen and toilet block facilities were built to support campers. “The original shop and petrol station was built in the 1950s and the area became a national park in 1954. The park went through various evolutions and management approaches over the years. Architect John Scott designed and built 10 chalets, beginning in 1976. “The motor camp was run under lease arrangements until 2013 when Department of Conservation took over full management of the camp in advance of Ngai Tuhoe Treaty Claims Settlement. In 2013 we rebranded as Waikaremoana Holiday Park. Post Settlement in September 2014, the holiday park had been co-managed by Tuhoe Te Uru Taumatua and the Department of Conservation.” Waikaremoana Holiday Park now has 10 chalets, two tourist flats, a two-bedroom family unit, bunk house, 12 lakeside cabins, 60 powered and non-powered sites as well as a general store and fuel pumps. The unique lakeside cabins are the only real lakeside accommodation on Lake Waikaremoana. The road to Waikaremoana from Wairoa through to Murupara (State Highway 38) is one of the last gravelled highways in the country and takes visitors on a scenic journey before they get to the park. What is the holiday park’s point of difference? Petrina said: “It is a place of connection. Connecting guests with nature, surrounded by the beauty of Te Urewera, and exploring the many short walks to multi-day hikes in the area including the multi-day Waikaremoana Great Walk, fishing, boating, water sports, and hunting. “It’s about making treasured memories and real connections with family, friends and other guests, without the interference of cell phones, wifi or TV. For many, it’s a place to relax and rejuvenate because life seems better in Te Urewera. “With minimal light pollution it’s also an amazing place for stargazing. For some visitors it’s the first time they clearly see the night sky or the Milky Way. Our park is one of the highest holiday parks in New Zealand, at 600m above sea level.”



What is the park’s best design feature? “All the buildings sit beautifully within this naturally stunning environment and don’t interfere with all the glorious scenery and views over the lake.” Tell us about the refurbishments: “Since 2013, upgrades have been completed on the main communal bathroom facilities with new basins, refreshed ceilings and showers and also better lighting. A complete upgrade of all powered sites with new powered site heads, cables, distribution boxes was completed, plus a fuel station upgrade to meet HSNO compliance as well as minor improvements to the shop. “Renovation work on the self-contained accommodation upgrade started in February 2017 to modernise all 10 chalets, two tourist flats and a two-bedroom unit in-keeping with their character and the period in which they were built. The renovations raise the standard, now befitting the location. All units are fully insulated, fitted with new double glazing, have updated bathrooms, redesigned kitchenettes and all have new soft furnishings.” How long did the refurbishments take? “These upgrades took three years of planning and 18 months of execution, with last the unit recently completed. They were timed around annual rollover bookings and weather, with road closures after Cyclone Debbie causing significant delays.” Describe the final reveal: “It was fantastic, we felt a great sense of satisfaction because the upgrades were overdue and have been well received by guests. New visitors to Waikaremoana don’t expect this level of luxury in such remoteness.” What has been your biggest success story? “For us it’s our happy staff and those guests to want to return time and time again. It’s important to us that that all guests have a great customer service experience, so they feel cared for, like they are being welcomed into our own home. “We are also very happy to have received these awards: Qualmark Silver 3Plus star award, winner of ServiceIQ Holiday Parks Visitor Experience Award in 2016 and 9/10 Guest Review Award 2017.” Describe your biggest challenge: “The remoteness. Getting tradespeople, products and materials to site can be a challenge. With a one-hour drive to Wairoa for basic services and three hours to Napier, Gisborne or Rotorua for most supplies we are indeed remote. So remote that the mail is delivered to a shed 20 minutes away and there is no cell phone coverage!” Do you have any advice for other accommodation managers? “Keep fresh, don’t burn out or sweat the small stuff. We’ve found it useful to view the holiday park from a visitor’s perspective, we stay a couple of nights in each of the different accommodation units, allowing us to see what needs improvement and how to make the experience even more special.” Describe the stand out moments while managing this property: “It’s all been very rewarding. Having visitors who’d stopped coming, due lack of investment and poor service, return and become regular visitors again is very gratifying. Moreover, it’s nice to hear new visitors go ‘wow’, not expecting what we have to offer. “Some of the best moments came during and after Cyclone Debbie in 2017 when our amazing customers supported us, and our team handled themselves magnificently.” Finally, Petrina stated: “Going forward, what excites us most about the industry is the support and friendship we receive within the Holiday Parks NZ network. Of course, we feel privileged to be able to continue to facilitate guests and provide them with a holiday experience of a lifetime.” By Mandy Clarke, Industry Reporter

refurbishment r

Waikaremoana Holiday Park’s small space dilemma

Confident Care trusted suppliers to Holiday Park

The Elfin’s Compact Kitchen range is a clever all-in-one solution that combines dedicated cook and clean facilities, refrigeration, microwave grill and storage; perfect for small spaces like the upgraded cabins at remote Waikaremoana Holiday Park. Tux Hika, marketing manager for Elfin Kitchens explained: “With the increased rise of short term lodging options, holiday parks and accommodation providers are increasingly looking for ways to maximise their offerings without too much downtime. “The Elfin Premium arrives fully assembled, including plumbing and tapware. No need for hardwiring; all appliances are wired with NZ ten-amp plugs. “Our products have become popular with holiday parks nationwide for adding an upscale feel, the glossy white powder-coated steel cabinetry and stainless steel benchtops are timeless and integrate well with a number of interior finishings. Not only do they look good, but they are easy to install, with one happy owner reporting an install time of under five hours.”

Michelle Jago from Confident Care NZ Ltd told AMG: “We have proudly supplied Waikaremoana Holiday Park along with many other holiday parks for some time now. “We supply beds and mattresses, along with all the bed dressings and protections: our Comfy Luxury Pillow, the ComfyDry Protection range and of course our exclusive EcoKnit Long Life Quick Dry Towelling range. “We work closely with Petrina and her team at Waikaremoana Holiday Park to satisfy their needs. We always have our own ranges in stock; this means we can continually supply the accommodation with their specific requirements, this gives us the leading edge in our industry.” She added: “Here at Confident Care NZ Ltd we focus on leading improvements in housekeeping, in hygiene and cleanliness, in power and time savings, and by using products that are better for our environment. Our ComfyDry Waterproof Breathable Bed and Pillow Protection and our Trust Microfibre Chemical Free Cleaning Systems are an example of the results of our commitment.”


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r refurbishment Outdoor Furniture Upgrades:

When there's an outside chance of making a good impression GROWING UP IN THE UK, OUTDOOR HOLIDAY FURNITURE MEANT DECKCHAIRS ON A PEBBLE BEACH AND WINDBREAKS TO COUNTER THE GALES WHIPPING IN OFF THE NORTH SEA. Thankfully, things have moved on - and so have I. New Zealand is blessed with beaches, mountains and sweeping country vistas that make you want to be outside much of the time. So accommodation providers who create an appealing space to sit and survey the great outdoors will cash in on happy guests putting bums on their rattan seats. Of course, the Land of the Long White Cloud presents its own set of weather challenges. So how do you go about choosing the right balcony and outdoor furniture to make your exteriors as appealing as your suite interiors? The first thing to remember is that you are buying for a commercial environment where the furniture will get ten times the physical pummelling of that in a domestic home. You want it to look like a cover shoot for Homestyle, and visual appeal is important, but value for money and practicality are paramount. Managers beware of getting carried away and opting for luxe cushioned Balinese-style pieces which fade quickly in Antipodean conditions. Only high-end resorts with expansive budgets and large maintenance teams will have the resources to keep them pristine. Remember, many Asian countries have access to cheaper product and labour than we do, making replacement and management of such items more affordable. On the other hand, avoid adopting a Scrooge approach - buy cheap and nasty and you will regret it.

Industry view: Jason Condon, owner of Daydream Leisure Furniture What are the best materials, coatings and covers for poolside and garden furniture? The four main materials used for outdoor furniture construction are polypropylene/resin, aluminium, timber or aluminium frame with woven synthetic wicker. Currently a quality polyprop is the most practical low maintenance, value for money material. Aluminium is next followed by timber and wicker. I would suggest strongly weighing up the pros and cons of using wicker or timber in a full weather environment. Timber generally requires ongoing maintenance and wicker has a limited life in full UV. Both of these materials generally involve cushioning which has its draw backs. Unless we are talking extreme high end, there is no such thing as a waterproof cushion. Also, very high-quality materials are required for longevity in high UV. Most people think

rain is the biggest threat whereas UV is actually a more destructive force. Polyprop or aluminium products with a sling offer the most practical, durable and comfortable option. If opting for a sling, you need commercial quality and should ask the question, ‘can it be replaced and who does this?’. Glass table tops are popular because of their low price but be aware of their potential to shatter. Also, is the glass secured to the table? Loose glass can become a projectile in high winds. Never touch steel or steel framed furniture, it is guaranteed to rust. What should accom managers consider when buying balcony furniture? Durability aside, they should consider space. Do they require a compact or armless chair? Does the table leg design allow efficient arrangement of chairs? Is it likely to be ongoing if extra chairs are needed, and can it be repaired? What should managers look for when it comes to making best use of umbrellas? Umbrellas are a fragile thing by nature and as such, management and common sense are required - particularly in regards to wind. Generally, they fall into two categories; non wind-rated freestanding with a base, and windrated permanent fixture. In addition, they can be centre post or cantilever. We always suggest wind-rated for commercial environment common areas. They require far less management, last much longer and are less likely to be handled by patrons. In addition to that, we suggest centre post over cantilever, as physics dictates that the centre post provides a much stronger structure with the load shared. Most people are attracted to the idea of a cantilever, but the spend required to get true commercial quality and the fact that patrons tend to want to operate them detract from the benefits. If they opt for less expensive free standing then I would suggest high-quality materials, solid structure and minimal moving parts such as winders and tilt mechanisms, as this is where they will fail. Also, as with any purchase, ask if they can be repaired and if your vendor is capable of carrying out these repairs. When it comes to repairs and maintenance, what can managers do to ensure the furniture they choose has a long lifespan? The best way to ensure a long life is to regularly carry out maintenance checks and clean the furniture. Ensuring it is cleaned, particularly from salt, will help to prolong its life. Check that any bolts are tensioned and check slings for wear. UV-inhibiting waxes and sprays can be used, but in a commercial environment are usually time-prohibitive. In many cases it is possible to re-sling furniture or have the frames powder coated. But be aware that many mass-produced products are designed to be a throw away. Who should you trust for advice when buying? Where you buy it can be as important as what you buy. Is your vendor knowledgeable, interested enough to determine your needs, perhaps visit you, and offer suggestions? Are they a true industry professional and do they carry out repairs? There are so many small quality factors which go into manufacture, such as the grade of aluminium or fabric stitching, whether the staples holding wicker in place are stainless steel, etc. A chain is only as good as its weakest link, so if one of these seemingly inconsequential components fails it can render the product a throw away. By Kate Jackson, Editor



safety & security ss Emergency Lighting:

Light up your building in case of evacuation EMERGENCY LIGHTING IMPACTS EACH FACET OF PROTOCOL IN AN EVACUATION; FROM CROWD CONTROL AND DIRECTIONAL CUES TO HAZARD AVOIDANCE IN STAIRWELLS, HALLWAYS AND EXTERNAL GROUNDS. CARPARK SAFETY AND SECURITY FOOTAGE VISIBILITY ALSO BENEFIT FROM WELLMAINTAINED AND TESTED EMERGENCY LIGHTING. Staff, guests, building residents and visitors should all be able to navigate their route out of your building in an emergency situation and this is the key point to remember when liaising with suppliers on emergency lighting installation. Not only are the lighting products themselves important but the installation and maintenance required, should also be discussed and you should ask for assurance that all of the above complies with national standards for emergency lighting. Regarding the standards relevant to both Australia and New Zealand, starting with AS 2293.1 Emergency escape lighting and exit signs for buildings – System design, installation and operation, Worksafe QLD notes: “Internally illuminated emergency evacuation signage may be used as part of an existing emergency lighting system. The system of lighting must have battery backup light fittings capable of illuminating the exit signage and provide clear directions for safe exit from the workplace in the event of power failure.

This should be a critical point of discussion with your chosen supplier. Satellites and emergency luminaires are much more variant, coming in all shapes and sizes. They should be selected based on the layout of your property and planned evacuation routes. If you are looking to refurbish an older property, it would a sensible plan to have a risk assessment carried out so you can be sure that all emergency lighting will meet the latest requirements. You may find that the lighting needs to be rearranged, for example. By Rosie Clarke, Industry Reporter

“AS 2293.1 allows for an internally illuminated exit sign to perform roles of illuminated emergency exit signage and emergency escape luminaire provided that it meets the requirements of both purposes as set out in the standard. “Emergency escape luminaires should be located within two metres of the approach side of each doorway requiring an exit sign and located to emphasis potential hazards to people exiting the workplace.” Key standards to look up: •

AS 2293.1-2005 Emergency escape lighting and exit signs for buildings – System design, installation and operation

AS 2293.3-2005 Emergency escape lighting and exit signs for buildings – Emergency escape luminaires and exit signs

“Lifts: Section 2.8.3 of AS/NZS 3012:2010 Electrical installations – Construction and demolition sites also requires minimum emergency lighting levels of 20 lux to allow for safe egress from the lift shaft.” Emergency lighting isn’t something that guests will necessarily notice, unless said lighting is badly maintained or located in a particularly inconvenient or strange place, but it is something they will rely on in an evacuation and therefore needs to be fully compliant. There are a few different types of emergency lights. Exit lights come in slightly different shapes and sizes, all featuring the same colours and symbols publicly associated with an ‘exit sign’. Green, with white detailing, these vital emergency lights vary in energy efficiency and width. Weatherproof covers and containers are also available. Features such as mounting, length of life, and whether the light is single or double sided, should all be mulled over and depend on need of use.

• • • •

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You should also consider whether you would like your emergency lights to work standalone or as part of a networked system. 



ss safety & security Mobile Access Door Locking:


guests would prefer a smartphone key for their room over a traditional card key.” And he spruiked the economic benefits of changing to mobile lock technology, saying: “Costs start to tumble for hotels, including a 40 to 60 percent reduction in expensive physical keys issued.

Tor Sornes’ invention of the first recodable keycard lock in 1976 led to a revolution which has seen accommodation houses all over the world transition from mechanical locks to electronic ones.

“Some hotels still spend over $2000 a month on physical keys.”

The latest electronic keys can fully integrate with property management systems to receive and convey a range of messages - and they can be controlled by a smartphone. While electronic door locks have been around for the past 40 years, the hardware has been so prohibitively expensive that hotels have often waited for over a decade to upgrade to new locks. But now, turnkey solutions can be implemented for a fraction of the cost and without expensive hardware replacement. A number of keyless lock system suppliers can retrofit their hardware over existing deadlocks or key card locks, eliminating the need for expensive door upgrades. Dutch tech company 4Suites, for example, claims it can cheaply install a chip into almost any lock in less than five minutes to make it mobile accessible without the need to replace any existing hardware.

So what are mobile access solutions? The majority of hotel chains still operate with familiar magnetic key card technology, but other electronic options are becoming more common. RFID - radio frequency identification using of radio waves to capture information stored on a tag - and NFC - near field communication involving a sticker or wristband containing microchips to be read by mobile phones - are growing in popularity. They work best for accommodation providers with a property management system which allows a seamless integration so, for example, information about room number and length of stay is automatically sent to your electronic locking system. There’s no need to enter this information manually into your locking system - all you have to do is click a button and swipe the keycard to encode it. Some giants of the industry, including Hilton and Marriott, have transitioned to mobile access locking, allowing guests to access rooms using their smartphones. Accommodation providers looking to implement mobile access technology need to determine if the locking system they have can be upgraded to digital key functionality with only minor adjustments. Many can be retrofitted to include mobile access, magnetic locking strips and RFID, but the accommodation provider must first have software in place that can generate digital keys and assign them to individual guests. Along with upgrading their locks, accommodation providers should evaluate how the mobile access solution can work with their existing brand loyalty app. If they have one, then integration is typically quick and simple with mobile keys being seamlessly added alongside other app features. If they don’t, hoteliers need to consider lock suppliers that have partnerships with app developers who can provide a platform with seamless integration. Or they can look at standalone solutions, such as software development kits, that allow mobile access without requiring a large investment in IT infrastructure. TJ Person of mobile systems developer OpenKey told delegates at the Hotel Technology Revolutions Forum in October: "The reality is that 67 percent of



Research has shown that a wait of more than five minutes to check in leads to a 50 percent drop in hotel stay satisfaction levels. Implementing mobile keys can free up staff to focus on improving the guest experience and enable speedier check ins.

What are the pros and cons of electronic door locks? Each method of locking has pros and cons. Physical keys, such as metal keys, key cards or handheld remotes, can be lost or damaged, while numerical key codes can be forgotten (or learned and memorized by the wrong person). Key codes can be quickly and easily changed by the user when necessary, while changing physical locks and keys is much more involved, requiring specialised hardware and expertise. Power failures are problematic for purely electronic door locks, causing them to remain locked or unlocked until the electricity has been restored. On most electronic door locks, you'll find some combination of physical and electronic locking control on the same door. For example, you may have a physical key for setup and emergency back-up but use the remote or keypad to lock and unlock the door on a day-to-day basis. This provides an extra layer of convenience and safety for the user but may also provide additional functionality. Dead smartphone batteries mean back-ups from a reception desk will still be needed for the foreseeable future when it comes to mobile access.

Security Some hotel groups have been wary of adopting digital key technology, fearing that hackers may hijack mobile devices to illicitly gain access to rooms. Richard Solomons, former CEO of InterContinental Hotels Group, told the Financial Times in 2017: “We have not yet found a way of doing it that has the security levels that we want. We can make a headline by launching digital keys, but genuinely, we’re not going to do that. We don’t want somebody else accessing the room.” Shortly afterwards, millions of keycard locks in hotels around the world had to be updated after researchers found a way to exploit software vulnerabilities in them to create full-access master keys. The Vingcard Vision locks made by Swedish company Assa Abloy had to be individually upgraded at enormous expense. The newer version Vingcard Visionline locks are no longer vulnerable to such hacks. The reality is, technology has moved on and security is improved. This summer Hilton revealed that they had had 11 million digital key uses without a security breach - and had trialled their system with numerous hackers to ensure it was failsafe. Ultimately, the hotel industry is moving toward the smart hotel concept through which guests will one day control almost everything via their smartphone. According to one prominent industry insider: “Smart hotels will operate at a fraction of the cost of traditional hotels, while providing a much more satisfying experience for the guest. “To realise the smart hotel, every system needs to talk to the others including the door lock.” By Kate Jackson, Editor

food & beverage fb Case Study – Cambridge Hotel:

Reverent refurbishment of The Cambridge Hotel THE SITE HAS AN INTERESTING HISTORY ACCORDING TO HOTEL GENERAL MANAGER CARISSA HANCOCK. The first timber Cambridge Hotel was constructed between 1873 and 1881 and opened for business in 1883. It was noted at the time of its construction that the hotel was situated in a very pleasant part of the city, and from the balconies an excellent view of the harbour and city could be obtained. The present hotel was completed in 1930 and is a good example of the work of important Wellington architect, John Sydney Swan (18741936). With the demolition of many of Wellington’s historic hotels, The Cambridge Hotel is now one of the oldest in the central city and entertainment district. The present owners purchased the hotel in 2003, just after it had a major renovation of the entire building. It remains a fine example of an inner-city hotel of the inter-war period and is still in reasonably authentic condition in its exterior form and detail.

What does Cambridge Hotel offer guests in 2018? Carissa told us: “As well as being beautifully refurbished, the ‘Bridge’ offers a number of services - something for everyone. Our rooms are well priced, and we offer a unique range from our ground floor ‘flash-packer’ dorm rooms to the well-appointed rooms with their own facilities on the upper floors. “The bar and bistro offer zones that comfortably accommodate guests

wanting to dine, drink and socialise, there is also a splendid sport watching environment, with great TV coverage. Furthermore, there is an area dedicated to tab service and gaming that discreetly serves those who enjoy a ‘flutter’ and the bar also has a massive indoor BBQ, popular for functions and events. “However, the point of difference we are most proud of is our commitment to genuine Kiwi hospitality. We have a committed team, of all ages and cultures, some have been with us for decades and all genuinely love hosting our guests.



fb food & beverage Case Study – Cambridge Hotel:

“Our management team is very people-focused: If you really care about your team and their personal development, it should be reflected in how your team treats your guests. Management is very hands on, we all work at the front line and are always available to our guests.” When planning the recent refurbishment Carissa explained: “Our top priority was to retain the beauty and history of the building and the bar. We wanted to highlight the Victorian features but also aim for a more contemporary feel in the finishes. We brightened up the entire décor, created green zones and replaced all the lighting throughout the bar. Effective use of light and colour accentuates all the unique features and beautiful details within the space. Traditional practices produced the sign writing and along with the placement of ornate tiles, fine artistry of a bygone age was embraced.” A commitment was made to refurbish the hotel because it had been 15 years since its last major face-lift. Carissa said: “It was time to give the bar a birthday, to ensure she was presented to a standard that exceeded expectations. The work was completed over a few months, with very few challenges, the biggest hold up being the carpet because it was custom made in Australia and its arrival was delayed. Everything else went remarkably smoothly.”

A smooth refurbishment! What advice can you give? “When you undertake a major refurb it’s important to create a detailed budget and get as many fixed prices for the work as you can, then pick the best tradies (skill, reliability and quality of work) not necessarily the cheapest. Also, never compromise on any of the important design features, nor quality and finally monitor what’s happening on site, every day” Carissa advised.



The staff and guests at The Cambridge Hotel are very happy with the final reveal and reportedly have all enjoyed the refurbishment experience. Carissa admitted: “It was a pleasure to walk into the property every day and see something taking shape or newly completed. Each day the space improved and at the end, when the final touches were made, my manager said something that perfectly summed up the whole experience. ‘Just when I thought it couldn’t look any better .... it does’.” By Mandy Clarke, Industry Reporter


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

p property Selling:

How to prepare your accom business for sale IF SELLING YOUR ACCOMMODATION BUSINESS IS ON THE AGENDA, WHETHER IT BE IN THE IMMEDIATE FUTURE OR AN END GOAL, YOU WILL WANT TO MAKE SURE THAT IT PRESENTS PROFESSIONALLY AND IS DEVOID OF ANY RED FLAGS. There are many actions that you can take to attract the right buyers to your proposition. We talk often of these basic principles: •

Preparing an attractive and comprehensive overview of your business

Providing realistic and well-researched targets

Going to market with a fair market valuation

Having all documentation prepared in advance

Communicating effectively and validating trust

Perhaps more importantly, there are certain practices to cease, or mistakes to avoid, if your sale process is to be smooth and your business is to present with transparency and integrity. Some key “to-don’ts” when preparing your accommodation business for sale include, letting your premises get rundown, overcapitalising on your business and taking the DIY approach to selling your business. Image sells, keeping your business premises in good repair will help you to present it in the best light. The accommodation sector deals in customer-facing businesses, the way your property looks is an essential part of running it as a success. Having said that, it is important to remember that image extends beyond that of just the physical. Accurate documentation, up to date financial records, thorough maintenance records, terms of current lease and a dependable and happy team on your staff, are all integral to the way your business will be perceived by a potential buyer. While it is important to have your property looking its best, don’t get so caught up in painting a positive picture that you forget to shed light on areas of weakness or concern. Any attempt to discount, ignore or cover up such areas could derail your sale process. Instead, present problem



areas with a positive spin. The right buyer will respect your transparency and will likely see opportunity, rather than road blocks. Overcapitalising on your business will not only leave you out of pocket and scrambling to recoup costs, but will directly impact your perceived value of the business. This will likely be tied up with emotional investment, which unfortunately, does not translate into actual value. If you have a sale price target, you will need to ensure that the financial foundations of your business can support it. If not, then you will need to implement a plan of action that will. If you can’t prove the worth of your business, you will lose the respect of genuine buyers and risk blowing your chance at a successful sale. You are an expert at running your business, but do you think you’d be an expert at selling it? While the DIY approach is very much a part of our nation’s psyche, some things are best outsourced to expert hands. When it comes to selling your business, the team approach is best. Members of your team should include, an experienced business broker, your bank, your accountant and your solicitor. A business broker will market your business effectively, they will apply industry experience to reach an accurate and fair market valuation. Your bank knows your business, they may be able to offer a packaged finance solution to a prospective buyer. Your accountant will address all tax questions and will advise on how best to present your business from a tax perspective. Finally, your solicitor specialises in business transactions, they can reach an agreement with the buyer’s counsel and prepare final documents. With a team of professionals all playing to their strengths, the sale process will be smooth and could likely result in a higher sale price. You only have one chance to sell your business successfully. Using the service of a business broker will ensure that the process is managed successfully from start to finish. Business brokers are industry specialists, they come with a wealth of knowledge and experience; they can foresee mistakes and avoid disappointing outcomes. Selling your business is their business. Generally, the cost of not having a good advisor can be far greater than the cost of having one. By Aaron Toresen and Bruce Cattell, Directors, Link Business Franchising

NZ’s Leading Business Brokerage The Accommodation & Tourism Experts Waipiata Motel

ref: CS00206

Motel Lease – Central Kerikeri!

• 6 modern roomy units • Adjacent to the Central Otago Rail Trail • Development potential

Location: Kerikeri Asking Price: $550,000

Location: Waipiata, Central Otago Asking Price: $349,000

ref: EL01319

New Listings Coming to Market Soon! New listings - advance notice!

• 15 spacious units - most with private spas and stunning lake views

The past couple of years have shown a surge in interest and sales of motels, management rights & freeholds, with supply struggling to keep up with demand!

• Top rated business with maximum returns and attractive 27 year lease • Extremely well established clientele: #1 Trip Advisor


• All year tourism with huge investment in local ski industry

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

• 3-4 bed owner’s home, great kitchen and fabulous lakefront views

• Enviable lifestyle in a top location LINK Auckland, Ellerslie Ray Hart 021 335 488 /

FHGC Bay of Islands Holiday Apts & Campervan Park

ref: NL00106

Location: Bay of Plenty Asking Price: POA

• Broad range of 19 modern units • Conveniently located • 30 year lease tenure • 3 bedroom residence

• Amazing owner’s home Would suit a hands-on family or can be completely managed. 200m from the waterfront. Also the option to purchase the business with a new lease.

LINK Northland Jenny Blain 021 455 421 / Michael Osborne 027 242 6881 ref: EL01359

The Park Motel Hawera

• Established commercial customer base • High annual turnover • Development potential

LINK Christchurch & South Island Jono Jarvis 021 177 9760 /


LINK Christchurch & South Island Jono Jarvis 021 177 9760 /

• Multiple income streams



Location: Picton, Marlborough Asking Price: $790,000

• Attractive return on investment

• 4 bedroom residence

ref: EL00601

• Qualmark 4 star plus

• RV campervan park - 28 sites (18 powered and 10 non-powered) and up to 20 tent sites in season

Location: Makarora, Queenstown Lakes Asking Price: By negotiation

Register your interest now so you don’t miss out.

Picton Motel – Gateway to the South Island

• 5 luxury apartments

Makarora Country Café (FHGC)

In the next month we will have several new businesses coming to market in Tauranga and the wider Bay of Plenty.

LINK Auckland, Ellerslie Gordon Fridge 022 156 9330 /

Freehold home with 5x luxury apartments plus RV campervan park lease.

Location: Paihia Asking Price: Price on Application

15 units consisting of 14x one bedroom units and 1x two bedroom unit. Comfortable 2 bedroom, 1 bathroom owner’s accommodation with high ceilings and spacious decks.

LINK Northland Jenny Blain 021 455 421 /

LINK Christchurch & South Island Jono Jarvis 021 177 9760 /

Taupo - The Gables Lakefront Motel

ref: NL00102

Beautifully presented motel lease. Only moments away from the cafés, bars, boutique shops and steps from an on-site café. Within close proximity to Kerikeri High, Kerikeri Primary and Kindergarten and overlooks the Kerikeri Domain.

• Includes land, buildings and business


Location: Hawera, Taranaki Asking Price: $789,000

ref: EL01536

The Park Motel is superbly presented as if new and designed with flair to satisfy the most demanding customers. A new owner will enjoy excellent owner’s accommodation matched with consistent sales. In this dynamic region the average client stay can exceed 5 days. Good lease tenure, solid profitability. Call the vendor’s sole agent today to register your interest.

LINK Auckland, Ellerslie Lindsay Sandes 021 895 940 /

LINK New Zealand 0800 546 528


All LINK NZ offices are Licensed REAA08

er energy & resources Air Conditioning Upgrades:

How upgraded aircon inflates profits and reviews

WHETHER IT’S AN AWAY-FROM-HOME EXTRAVAGANCE OR A WORK CLIMATE NECESSITY, PEOPLE LIKE TO CRANK UP THE CLIMATE CONTROL THE MOMENT THEY WALK THROUGH THEIR ACCOMMODATION DOOR. Breakfast? Take it or leave it. Swimming pool? A nice little extra. Aircon? For most travellers, being able to set the room temperature is imperative. According to Trip Advisor’s TripBarometer 2016: “Globally, 63 percent of travellers said air conditioning is a must-have when choosing a place to stay. That makes it more of a deal-breaker than breakfast (40 percent) or a swimming pool (26 percent).” Which means that if your accommodation is cooled by an inconsistent, noisy, leaky or strange-smelling air conditioner, you risk invoking the wrath of indignant visitors.

Why upgrade? There are three main drivers for aircon upgrades: guest comfort, reliability and efficiency. Social media and review websites are littered with guest comments about room temperature and air quality not meeting their expectations. “The aircon was a disaster! It is centrally controlled and way too hot,” said one two-star reviewer on Trip Advisor. “Pity about the aircon! Spoilt my impression,” said another. “I had to wheel my bed into the aircon path and even then I woke up sweating,” was among the internet complaints, as was “looks good, nice staff, but a noisy hot-box”. Clearly guests don’t just want aircon, they expect quality climate control. When it comes to reliability, units that require constant maintenance or develop a habit of randomly switching themselves on and off will cost



money and bookings. As an operator, paying to have units frequently serviced is frustrating, and not being able to fill rooms because of unreliable aircon is a disaster. While the outlay for investment in new units may hurt, the efficiency savings can be significant. Recent advances in efficiency mean, for example, that a Daikin ducted system produced in 2018 is some 46 percent cheaper to run than an equivalent Daikin model from the early 2000s. Newer heating, ventilation, and air conditioning (HVAC) systems are constantly being developed to address energy efficiency and environment concerns. They include versions of the packaged terminal air conditioner (PTAC) commonly found in hotels and motels, and the vertical terminal air conditioner (VTAC), which can be installed inside a small closet instead of protruding from under the window. Sensor operating systems linked to upgraded units can detect when guests are in and out of rooms and are estimated to save 25% – 40% on air conditioning costs, delivering a return on investment in as little as 6 months.

Latest technology The fact that guests love to crank up their aircon means any new system must include a way to keep costs to a minimum. Felix Seiler of accommodation giant Holloway Lodging Corporation told Hotelier: “When choosing HVAC, we look for a decrease in power consumption, more efficiency on both cooling and heating, and newer technologies for electronics and automation. “We also install motion sensors and heat sensors in rooms to ensure the system only runs when the room is occupied.“When installing new HVAC systems in large hotels, we always obtain an engineering opinion to ensure we get the right sized and engineered system.”

energy & resources er

Variable refrigerant flow (VRF) systems are becoming a popular choice with hotels because of the ease of retrofit and the energy efficiency they offer. They consume less electricity than a conventional system and require less maintenance over their estimated 25-year life. Each indoor unit is individually controllable by its user and a variety of unit styles can be mixed and matched to suit individual requirements (e.g. high wall units and ducted units). The outdoor unit can be made up of numerous modules to create the required capacity for larger businesses and the compressors can be operated at varying speeds, so the units work only at the rate needed to meet requirements, enhancing their efficiency. New systems are not only more efficient and tailored, they’re also more environmentally friendly. Older systems use ‘R22-type’ refrigerant which is a hydrochlorofluorocarbon, a group of gases known to deplete the ozone layer, whereas new systems use 410A which is believed to have no ozone impact.

The right fit There are numerous options available for different hotels. For example, small hotels that have limited space may benefit from installing a more compact unit operating with 24-volt thermostat capability. Properties with underground parking tend to consume more energy because of the need to circulate large volumes of air, and controls can help manage these costs. Older hotels benefit from upgrading their system from water to air-cooled, which wastes less water and is much cheaper to maintain. Each property is unique and modern technology upgrades allow climate control to be designed around its individual needs.

is occupied through information transmitted via infrared detectors and micro door sensors to a central module. When a room is occupied, a guest has control over all temperature settings. But when they leave, Big Brother takes over and climate control becomes regulated by the module, which initiates energy savings. When the room is unoccupied for a period, control modules can turn on air conditioning for a few minutes every two hours to prevent stuffiness. And importantly, they can also alert managers to equipment faults before a guest even knows about them. The Big Brother theme continues into guests’ aircon remotes. Latest models not only deliver a simple, easily understandable display, but can be programmed with an operator’s own minimum and maximum temperatures. So while guests believe they have set the temperature, their aircon usage is actually being managed remotely.

Allergy prevention Whatever units you choose, installing the proper filters and replacing them on a timely basis is a key component of combatting any allergy problems caused by the circulated air. While ordinary paper filters help remove dust from the air, High Energy Particulate Air (HEPA) filters are designed to trap smaller particles such as bacteria, mould and pollen. HEPA filters consist of densely packed glass fibre layers as opposed to paper, and the best ones can block about 99% of those particles responsible for air conditioner allergies.

System Controls

Filters should be changed at least every other month - and more often if you operate in an allergen-heavy environment.

The latest automated aircon systems can detect whether a guestroom

By Kate Jackson, Editor




MOTELS AND COUNTING... That’s right, over 729 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 mmm$iaoXki_d[ii$Ye$dp and let your guests enjoy the fantastic mix of Sports, Movies, News and Entertainment channels. ACCO Y•





Profile for Multimedia AU/NZ

Accom Management Guide - NZ - Winter 2018  

Issue 41

Accom Management Guide - NZ - Winter 2018  

Issue 41