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I bet if he were alive today both his ears would be ringing, from the lack of active listening and authentic communication that now exists. Our lives are saturated with very public forms of ‘shouty’ communication. So many are keen to share their voice on social media, to document even the most mundane events. Businesses showcase wares with no real thought to what their customer wants
Epictetus understood the importance of listening and maybe his message has been lost over time but the lesson to ‘listen’ is one you’re never too old to learn. Even in a career that requires a curious mind and an avid interest in people, I still must remind myself to ‘listen’ closer – to the team, to customers, and especially to the readers of our publications.
When I ‘listen’ to readers, I’m more likely to publish an engaging article and if I ‘listen’ to both the
good and bad feedback I can respond with something even more interesting. Hopefully, this leads to more readers, improved SEO results, more subscribers, happy customers, happy publisher, and an improved bottom line. In other words, remove ego and the temptation to shout out what you think is important, instead actively listen to your customer. In the accommodation and tourism industry isn’t it better to ‘listen’ to guests, to leaders and experts, and take note of trends so you can give customers what they want and even exceed expectations to improve your bottom line?
On that note, this edition of AccomNews gives you a lot to listen to!
According to our optimistic industry leaders, the sector is trending in the right direction. But they warn there are still some missing pieces of the jigsaw like the full return of international
visitors and the staffing crisis that remains the number one issue.
The successful day-today management of an accommodation property relies on fitting together hundreds of operational jigsaw puzzle pieces and in this issue, we cover some absolute essentials. From choosing beds and bedding to laundry space-saving ideas, noise control, paper products and floor cleaning machines.
Enjoy our interview with Graham Perry, BWH Australasia Managing Director (page 14) as he looks to the future. Read about today’s door lock solutions (page 54) and in our 2023 Guide to PMS learn what leading experts say about new developments in their space. As for me, I am looking forward to the Maximum Occupancy conference in Sydney on June 6 and 7, 2023. See you there!
Cheers, Mandy.
According to Epictetus, the Greek philosopher who lived nearly 2000 years ago, “We have two ears and one mouth so that we can listen twice as much as we speak.” I’m no philosopher but I’d like to add, we also have two eyes to look and learn.
In the lead up to the Albanese Government’s second federal budget, due to be handed down on May 9, the AHA National office has been working on a comprehensive prebudget submission.
There are many competing priorities when it comes to carving up the federal coffers, particularly with rising inflation squeezing both households and the businesses they rely on.
We are realistic about the economic realities of balancing a budget, and our submission is a wish list of sorts.
But we cannot forget that hospitality was the second hardest hit sector during the pandemic.
We are still very much in recovery mode and continue to face huge challenges caused by global factors outside our control.
Staffing remains the number one issue nationwide.
The global pandemic not only distracted governments and businesses from tackling our staffing issues, it also created a unique set of conditions that have made it worsen ten-fold.
Our submission includes measures to increase the participation and skills of
Australian workers as well as using migration to fill shortages.
For home grown workers we would like to increase the capacity of women to return to the workforce by ensuring affordable and available childcare and increase the level of mature aged employment income for the age pension.
We would like to see new regional mature aged “placebased” approaches and initiate an awareness campaign amongst the mature aged highlighting the transportability of their ‘soft skills’ to sectors such as hospitality and accommodation.
We would also like to see incentives to encourage businesses to employ mature aged apprentices.
We need to implement workplace internships for the most disadvantaged, increase the mobility of workforce and the
mobility of younger Australians by expanding ‘gap year’ schemes. One of the greatest handbrakes on worker mobility is housing availability, particularly rentals and cost.
You can’t get workers to go to Cairns or Byron Bay or Broome if there is nowhere to live in the area.
An easily fixable way to boost the number of skilled overseas workers is to continue putting resources into reducing the huge backlog of visa applications.
We would also like to see the permanent skilled migration cap increased to 210,000 and the distribution between skilled and family migrants be restored.
We need to make sure Australia is competitive on pricing and ease of application for visas, especially compared to the countries we are in competition with, like Canada, New Zealand, and United Kingdom.
We would like to see skilled migrants in key occupations given a maximum stay of four years, with the option to renew for an additional four, and most importantly a pathway to permanent residency.
These crucial occupations include café and restaurant manager, hotel or motel manager, accommodation and hospitality manager, cook, pastry cook, and hotel service manager.
International students working in hospitality should also be permitted to continue to work up to 30 hours per week until June 30, 2024.
We recommend a review of ANZCO (Australian and New Zealand Standard Classification of Occupations) as soon as possible to ensure the 2023 to 2024 migration program and skills lists are responsive to the needs of the labour market, and ongoing funding is provided to allow for regular reviews of ANZSCO.
The Skilling Australians Fund levy should be halved to $600 per year for small business and $900 for large business for each sponsored temporary migrant, and the levy should be refunded in all cases where a skilled migration application is not successful.
The Temporary Skilled Migration Income Threshold (TSMIT) currently $53,900 needs to be increased at a level that will not inadvertently exclude occupations in the accommodation and hospitality industry which might otherwise be eligible for skilled migration. This will ensure hospitality roles in cooking and supervisory roles can be sponsored.
It would be beneficial to increase the maximum validity of the 485 visa Graduate Work Stream from 18 months to four years and we would also like to see the temporary Hotel and Accommodation industry labour agreement become permanent.
We would also like to see sponsored visa applications expedited for reputable industry organisations with high levels of industrial compliance among their membership.
The report, which analyses the performance, outlook, and sentiment of the Australian caravan industry, continues to demonstrate significant growth across the industry. While there are some signs of a slowdown on the horizon, the report notes that the current economic conditions are also acting as protective factors for the industry.
The report reveals that Australia’s love affair with the RV and caravan lifestyle has only continued to gain momentum during the pandemic. Tightening household spending has limited international travel, which has resulted in an increase in domestic activity. The growth in the number of annual caravan and camping trips in Australia has overtaken 2019 pre-pandemic levels, with 15.1 million trips and 60.1 million visitor nights recorded at the end of 2022. This is a significant milestone for the industry, as it is the first time that the caravan and camping visitor economy has surpassed 15 million trips and 60
million nights ever. These figures not only reflect Australians' enduring passion for caravan and camping, but also demonstrate the industry's collaborative efforts in providing diverse and tailored products and services with the consumer in mind.
The sector, like many, faced challenging operating environments in 2022 with inflationary pressures, labour shortages, and supply chain disruptions, resulting in an upsurge in material costs, overhead expenses, wages, and overtime. Despite this, the industry has continued to grow and push back against the tide. The report states that the industry is up to the challenge of increased competition from short-haul international markets and cruising, with the competitive advantage in its unique ability to adapt its products, services, and experiences to suit
varying economic conditions, which will help to sustain its fundamentals and appeal to diverse segments of the market.
However, the report expects the next twelve months to remain complex for the industry, with a tight labour market and low unemployment rate, resulting in increased wages and robust consumption activity. Although these conditions are also supporting growth in wages, which may further boost the economy in the coming years, businesses across the industry share the broader community's concerns regarding financial, industry, and consumer sentiment. This is leading to businesses in the caravan industry expecting a slight weakening of the economy in the next six months.
The recent global economic developments, including the rise in inflation due to conflicts in Ukraine and the ongoing COVID-19 pandemic supply chain complications, have prompted central banks to increase interest rates in an effort to combat the issue. The resulting increases are expected to continue, with economists forecasting a slow return to target levels that may require tighter policy settings. As a consequence, the full effects of these increases may not be felt until well into 2023. In the context of the caravan and camping industry, these interest rate increases may translate into higher borrowing costs for businesses and consumers, which could impact demand for these products and services, albeit a
bonanza for those consumers with investment income.
Nonetheless, with businesses adapting to the current situation, there are still opportunities for growth and success in the caravan and camping industry. The Australian government's efforts to diversify trade relations, including exploring new markets in India and solidifying the Australia-Europe free trade agreement in the second half of 2023, also present new opportunities to diversify the industry's supply chains as well as open new international markets. Despite the challenges that lie ahead, CIAA’s Business Conditions Report for January 2023 suggests that the caravan industry is holding up well and has even shown significant growth in recent years. While the industry may face some headwinds from rising inflation and interest rates, businesses are adapting to the current situation and identifying opportunities for diversification and expansion. Ultimately, the report demonstrates that the Australian caravan industry is well-positioned to weather these challenges and continue to provide Australians with highquality, tailored products and services that cater to a diverse range of needs and preferences. The caravan and camping industry has proven time and time again its competitive advantage in adapting to fluctuating economic conditions, and with new opportunities on the horizon, the future looks bright for this sector of the accommodation industry.
After 50 years as a trusted provider to the leisure industry, Christie Barbecues products are synonymous with quality, reliability, and value for money. Our gas and electric barbecues provide the ultimate user experience for residents and visitors enjoying the beautiful Australian outdoors. We ensure that our cooktops are powerful enough to cook large quantities of food quickly and hygienically without compromising on energy efficiency.
We manufacture our cooktops and cabinets in Australia from
quality materials. Engineered to withstand most applications and environments, they carry ironclad warranties and are proven to last for many years in remote locations and extreme conditions.
Shared barbecues experience high use that can defeat domestic and low powered commercial alternatives. With some of our barbecues still in use after more than 35 years, they are renowned for exceptional quality and durability.
We engineer our barbecues for continued use for several hours each day. Our 15Amp cooktops are powerful enough to handle continuous use in busy locations and harsh environments.
A pilot light will consume a 9kg gas bottle in approximately two weeks without the barbecue being used. We developed a proprietary burner and revolutionary control system that eliminates the need for a standing pilot light and makes our gas barbecues as energy efficient as possible.
Our barbecue grill plates are made from 90% recycled, highgrade stainless steel alloy with excellent heat dispersal and easy-to-clean properties.
Christie’s industry-standard safety features includes a six-second ignition delay and sterilisation cycle that ensure hygienic cooking.
With these failsafes, you can enjoy peace of mind while grilling.
Christie is the only company dedicated exclusively to manufacturing communal barbecues. We focus on providing the safest, most reliable, most energy-efficient products on the market. We have qualified staff to assist you with the best solution for your needs, and industry-best support. We ship all our products within five days and spare parts within 24 hours. With reticulated gas, bottled gas, and electric options available, it’s easy to create the best possible cooking amenities for your guests.
For more information, please visit www.dachristie.com
Our gas and electric barbecues offer unbeatable quality, reliability and value. With over 50 years of experience as a trusted provider to the leisure and tourism industry, you are in safe hands with us.
Forty years ago, the world was a very different place. The hair was big, the shoulders were high, the carpet was shaggy, and the keys were plentiful.
X Poor guest experience
X Guests locked out
X Lost keys
X No audit log
Today’s guests expect a different experience and Schlage has the technology to help.
• Modern and reliable solution
• Card or phone app access
• Cost effective with easy set-up
• Simple-to-access audit trail
• Ideal for small-med locations
• Cards cut instantly on-site
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There is no easy comeback for Australian export tourism. The recent official ABS data for end December 2022 confirmed the recovery of international visitors arriving for holidays had grown to 40 percent of pre-pandemic levels, supporting the views of many across the inbound tourism industry that we may not achieve a full recovery until late 2024, or early 2025.
While it appears there is no magic formula for the immediate recovery of inbound, there are several considerations in play which ATEC and the inbound industry are focused on including the ongoing recovery of air
capacity which is now around 75 percent of pre pandemic levels. Analysts are suggesting that improving airline profits will continue to facilitate increased capacity and the return of lower fares over the coming six months which in turn will make Australian holidays a bit more accessible.
There are other global factors impacting decision making,
especially for long haul travel, including the rise in energy costs and inflation driving up the cost of living which tends to delay travel decisions as well as ongoing geopolitical tensions. Locally we are part of an economy wide challenge which sees service sector businesses struggling with workforce availability and the need for both skilled and unskilled labour. The good news is that we are now seeing significant volumes of international students returning as well as a pickup in the number of working holiday makers, a cohort which has been slow to return. While the collective contribution of these two groups is starting to make a difference, the lack of specialist language tour guides and coach driver guides remains a key issue across many parts of the country.
In addition to the above, is the need to invest in rebuilding the
trade distribution network which has been decimated by the pandemic. While we are seeing positive signs of forward demand, we are also acutely aware that we need a strong and efficient trade distribution channel to convert these travel enquiries into bookings, without this conversion capability, many potential travellers will fall between the cracks.
So, while tourism export recovery is slow, and indeed quite a bit slower than we anticipated, it’s critical we have all shoulders to the wheel. This means supporting all our export products in getting back into the market and being visible. Without visibility, through involvement with trade events and in market activity, Australian products risk being left out of the global travel resurgence.
Tourism exports are a key sector of the very significant visitor economy which is the fourth largest contributor to the economy, generating 3.1 percent of Gross Domestic Product prior to the pandemic. It is critical therefore that we remain focused on addressing any impediment which are impacting the recovery of this sector.
Every graph I look at now shows that for the first time, in a long time, everything in the accommodation sector is trending in the right direction.
There is a lot to be optimistic about this year but the final piece of the puzzle, if we are to truly return to and exceed pre-pandemic occupancies, is the Chinese tourist market.
I recently attended a meeting in Canberra with Tourism and Trade Minister Don Farrell and the relationship with China was high on the agenda.
A lot has been written about the value and sheer scale of our trade with China and the effect strained relations and tariffs have had on our economy.
But the value of Chinese tourism is often left out of the equation, and it cannot be overstated. Before the pandemic, China was Australia's biggest international tourism market. More than 1.4 million Chinese tourists visited our shores in 2019, spending approximately $12.4 billion.
We are seeing the return of some numbers of Chinese Free Independent Travellers (FIT’s) and Chinese students, but we are not seeing the large numbers of group travellers that made up the bulk of the visitors before the pandemic.
Tourism Australia is working on the issue and launched a marketing campaign in China when the country re-opened its borders in February.
It was also pleasing to hear the Federal Government is committed to working on stabilising trade relations with China, with the Minister confident both he and Prime Minister Anthony Albanese will still visit China later this year. Closer to home, we have seen a new government sworn in here in NSW. We look forward
to working with the Chris Minns Labor government. We had a good working relationship with Shadow Minister for Jobs, Investment and Tourism David Harris MP and will expect to hit the ground running once the new government ministry is bedded in.
It has been a big few weeks for the future of our association as well.
As many of you may have read final approval for the amalgamation of TAA and AAoA has now been confirmed by the Fair Work Commission and as such the single peak accommodation body, Accommodation Australia will be formed on July 1, 2023.
The final major hurdle for the amalgamation was the Accommodation Association of Australia’s members vote. On February 15 the Australian Electoral Commission announced an overwhelming 96 percent of AA members had voted in favour of the amalgamation.
This was a strong endorsement and a clear sign members from both organisations are ready to move into the future together as one.
Opportunities to start something new in life are rare, and I was humbled to learn I had been successful, after a lengthy national recruitment process, to be the inaugural CEO of the new industry body, Accommodation Australia.
I have been in this industry for more than thirty years - I live and breathe it - and it has long been a personal ambition of mine to see one united voice speaking for the accommodation sector at all levels of government.
To see this united body finally become a reality is exciting enough on its own, on both a personal and professional level. But to be its first CEO, to build something new alongside our
inaugural Accommodation Australia President Leanne Harwood and our board is a once in a lifetime opportunity I do not intend to waste. I look forward to working with Leanne and the new board to build our new brand, develop our new culture and deliver something long promised for our combined membership, a single, strong and focused representation for the accommodation sector at all levels of government.
A single, strong and focused representation for the accommodation sector
By Sarah Davison, Industry Reporter
Graham Perry’s career has spanned all areas of the travel, hospitality and tourism industry.
After gett ing his start in hotels, Mr Perry’s career has seen him work in catering, theme parks, airlines, travel agents, digital media, and tourism (at a national, state, and a regional level). Returning to hotels with his appointment at BWH in 2018 is what he calls a “full circle” moment.
“Some would say I have worked in approaching ten industries, but I believe I have worked in one large interwoven industry,” he said.
“My mother worked in hotels, so naturally I really enjoyed being involved from a very early age.
“I am very passionate about hotels, so it’s wonderful to be back in this industry.”
Mr Perry said there has been an overarching theme throughout his career.
“If I look back now, the part that links every step of the way has been my interest and passion for everything distribution and technology,” he said,
“It’s involved every type of technology you could imagine, pre and post internet. I find it fascinating the way the booking systems and connections work and the partnerships that they inspire. So, by combining my broad experience and my interest in distribution this enables me to maintain a very holistic outside-looking-in view of the industry, and where it is and where it can be.”
With this passion for technology, Mr Perry said he was excited to see how the hotel and accommodation industry
could begin to fully embrace technological advances.
For inspiration, Mr Perry likes to reflect on his time in the airline and travel agent industry and how they have evolved and embraced technology.
“With airlines, everything is technology-focused and entrepreneurial, all the way through,” he said.
“They're very focused on refining their booking systems. Just think about air travel these days, you can manage it all on your mobile,
you can book your flight, you can check in, you can book hotels, car and experiences and you can even earn points doing it all.
“With airlines the whole business is grounded in technology, whereas with hotels, it’s grounded in bricksand-mortar but with a clear focus on customer service, which is a great thing.”
While the COVID-19 pandemic was particularly difficult for the hospitality and tourism industry, Mr Perry believes it provided an incentive to revolutionise the way hotels operate.
“The pandemic was a wake-up call and it forced the industry to think about technology in new ways to grow revenue, promote new services, improve the guest experience and all whilst cutt ing costs, which was particularly important in view of labour shortages,” he said.
“The crisis gave us that push to embrace technology and enhance customer service.
“As an example, more hotels are now embracing touchless technology - where guests can use a mobile to check in and check out, manage in-house services and search local experiences.
“I think it’s a very exciting time to be in the hotel industry.”
However, Mr Perry said there is another aspect of the airline industry he would love to see implemented by hotels.
“Best Western has an amazing loyalty program with over 50 million members worldwide, and other major hotel chains have similar numbers,” he said.
industry he would love to see have similar
“Airline frequent fl yer programs such as One World and Star Alliance have a great system, where essentially competitive airlines work together to provide a common global coverage for customers.
as One World and where essentially competitive provide a common global
“I see no reason why the hotel industry can't do the same thing in the future. The hotel industry came together to create Ultraswitch, the forerunner of Thisco in the 1980s to create a common distribution link to all GDS and airlines. I see no reason why it can’t do the same in the 2020s to create what I would call global HOTAs.
Looking to the future for BWH, Mr Perry said that the group was looking at appealing to a wider demographic of travellers, with a particular focus on the new traveller and the hybrid workforce.
“The reason is straightforward and because of what is happening in the postpandemic era,” he said.
“The modern workforce is not content to work from the office five days a week. They want a work and life balance and because of that, when they travel for work, they also want a hybrid travel experience.
“So we as an industry have to keep the needs of these new travellers in mind and create an inviting environment for these people to work from our hotels. Which is a win-win as these travellers will then stay longer because they can
now mix a business trip with pleasure. “BWH is very aware of this trend and have a range of extended stay brands including Executive Residency, @Home and SureStay Studio to cater for this expanding market.
“We are extremely excited about Australia premiering our very first Executive Residency in Woolloongabba Queensland later this year. This new build 51 apartment property will comprise of two, three and four-bedroom residences.
“It will reimagine the home away from home experience by utilising natural light, modern design, expansive living areas and must have facilities such as a 24-hour gym. This accommodation includes stylish comforts and creates a hospitality experience that is designed to cater to longer-term stays.
“So as you can see it’s a perfect time for our emerging extended stay brands and our lifestyle and boutique brands like Aiden, World Hotels Crafted and Glo.”
When reflecting on the past few challenging years within the industry, Mr Perry said he was most proud of how his team at BWH has banded together and come out stronger.
“You know, in my 40 years, I've been through a lot of challenging events,” Mr Perry said.
“We went through the Lockerbie crisis when literally the whole world stopped travelling overnight. And then there was Y2K, Bird Flu, SARS, and September 11. Then came the Global Financial Crisis and most recently the pandemic.
“The pandemic was by far the most destabilising crisis.
“It was undoubtedly the most challenging period of my whole career, but also the most rewarding.
“And what was so rewarding was coming through it by managing your culture and being agile and flexible. And I'm incredibly proud of my team at BWH, they have grown beyond belief.
“We now have a really good blend of team members some have been with us for 20 years, others for five years, and yet others who are new. And this combination that blends important corporate memory with new energy and ideas provides a really, really strong culture and business. Not only this but we have a very diverse group combining males and females and backgrounds from every corner of the globe be it, Australia, US, Italy, China, India, Moldova, Pakistan, or England.
“I think the litmus test for a solid culture is that with every person who leaves, we don’t have to go through recruiters to find a replacement.
“My team will simply tap the shoulder of a friend, past colleague or relative, to join us because my team say and believe that BWH is a great place to work.”
For global hotel companies to thrive, it is imperative that they remain agile and adapt to emerging local market needs. This is why BWH Hotel Group will be launching a new long-stay lifestyle brand in Australia namely Executive Residency by Best Western.
Now more than ever guests are after flexibility in their lives. Working from home has become the new norm, digital nomad has become a popular job title, and seeking an improved work-life balance is an emerging trend. This is having a butterfly effect on the hotel industry – with many guests seeking more than just a hotel room when travelling on business or when planning a weekend getaway with their family. They want accommodation to blend seamlessly into their lifestyle, blurring the edges between working and travelling. They want to soak up all the experiences a destination has to offer and to stay in the heart of the community, get to know the locals and find out for themselves how they both tick.
At BWH Hotel Group, we are determined that the new traveller
will want to stay with us. This is why we have added a large number of new and exciting lifestyle and extended stay brands to our global and domestic brand portfolio including core brands (Aiden and GLō), boutique soft brands (WorldHotels Crafted), and extended-stay solutions ranging from economy through midscale (SureStay Studio, Executive Residency by Best Western, and our newest offering @Home by Best Western).
To this note, we are extremely excited about our upcoming brand premiering in Australia. The very first Executive Residency by Best Western will open its doors in Woolloongabba Queensland later this year. This new modular 51 apartment property, comprised of two, three and four-bedroom residences, will re-imagine the home away from home experience by utilising natural light, modern design,expansive living areas
and must have facilities such as a 24-hour gym. The first of its kind for BWH Hotel Group, this accommodation includes stylish comforts and creates a hospitality experience that is designed to cater to longer-term stays.
BWH Hotel Group has partnered with ARBT Prefab to bring this hotel to fruition. Graham Perry, BWH Hotel Group’s Managing Director Australasia said, “Our partnership with ARBT Prefab allows BWH Hotel Group to drive growth and fast track new brands into and throughout Australasia. We are very excited to be partnering with a company of the calibre of ARBT with whom we have strong synergy and big plans. Together we can champion the diversity of the BWH brand portfolio and make a big impact on the accommodation landscape throughout the region”.
Following the opening of Executive Residency
Woolloongabba, we are set to announce details regarding additional projects, locations and BWH brands already in the pipeline including the opening of the second Aiden by Best Western later this year.
Founder and CEO of ARBT Prefab, Solomon Noel said, “We are thrilled to be partnering with BWH Hotel Group to bring our creative solutions, our shared vision and our innovative modular construction technology to life. In launching Executive Residency Woolloongabba, we can showcase our ability to optimise the construction process to produce premium quality hotels with faster construction times and reduced costs.”
Executive Residency
Woolloongabba, built in an impressive 21 days by ARBT Prefab, will be an exciting addition to BWH Hotel Group and will sit at the heart of the destination experience, no matter how long or short the visit. At BWH we work to ensure that every one of our hotels (whether WorldHotels, Best Western Hotels & Resorts or SureStay Hotel Group), provides a unique experience with crafted services ideally suited to the target market and in such a way that it inspires the new traveller to want to stay with us and above all return.
The first property under the Nesuto brand has arrived in Victoria, with the opening of Nesuto Docklands.
The $100million new-build apartment hotel is the 14th Nesuto branded hotel operated by Daiwa Living Nesuto across Australia and New Zealand.
Nesuto has a footprint of 14 properties and 1150 keys across eight locations in its Australian and New Zealand portfolio, with plans to triple this footprint over the next five years.
The Nesuto Docklands development was first announced in August 2020 in partnership with real estate investment firm AsheMorgan.
Designed by Fender Katsalidas Architects, and built by Hacer Group, Nesuto Docklands features modern, apartmentstyle accommodation with studios and each one and twobedroom apartment is equipped with separate bedrooms, and a gymnasium for guests.
Daiwa Living Nesuto Chief Executive Officer Mark Ronfeldt said he was thrilled to bring the new-build Nesuto apartment hotel to Melbourne.
“Nesuto Docklands will set a new standard in the
apartment hotel space in our region,” he said.
“We look forward to welcoming guests who are seeking a superior apartment-hotel experience in the heart of The District Docklands which is evolving into one of Melbourne city’s premier entertainment and lifestyle precincts.
“Our strategic partnership with AsheMorgan has enabled us to work together to deliver an extraordinary product which further enhances The District Docklands offer for visitors to Melbourne.
“A new apartment hotel such as Nesuto Docklands will provide both business and leisure travellers with a true ‘live like a local’ experience whether they visit Melbourne for conferences or pleasure including major cultural or sporting events.”
With over 25 years of experience in hospitality, Nesuto Docklands General Manager Damon Lunardello said he was honoured to be at the helm of Nesuto’s latest development.
“It is a privilege and wonderful opportunity for me to lead the Nesuto Docklands team,” he said.
“My experience and passion for hospitality and sales spans over 25 years and I have enjoyed working in Australia, New Zealand, and the UK across all facets of the industry including
accommodation, food and beverage, gaming, and sales.
“We are very lucky to have a great team of hotel professionals on board and
my right-hand colleague, Executive Assistant Manager, Jack Guo comes with decades of experience in the Melbourne market and is a specialist in the apartment hotel sector.”
Nesuto is the Japanese pronunciation of ‘nest’, and this aligns with the accommodation’s brand values of being nurturing, compassionate, empathic, and providing a ‘real’ environment for leisure and corporate guests.
This ethos is clearly reflected in Nesuto’s flexible booking terms, which puts guests first by allowing free cancellations up until 6 pm on the day of arrival.
Nesuto combines the freedom of apartment living with all the benefits of a hotel.
Compared to more traditional hotel rooms, Nesuto Docklands allows guests to live like a local and immerse themselves in Melbourne’s nightlife or choose to enjoy a relaxed night in.
“Our guests experience the Nesuto way of travelling with a unique touch at every property,” Mr Lunardello said.
“The Nesuto portfolio features hotels and apartment-hotels with public spaces full of character and thoughtfully created guest apartments in carefully chosen locations. Our dedicated guest relations teams ensure stays are comfortable, personalised, and memorable.
“We make guests' lives stressfree by providing everything they need to create the stay they want. Nesuto Docklands creates a sense of lifestyle luxury with a cosy welcome, designed to reflect the distinctly Melbourne destination feel.
“Apartment style living is carefully considered throughout, and each apartment is complete with a range of benefits including fully equipped kitchens for selfcatering, separate bedrooms,
plus internal laundry facilities which are ideal for our long stay guests, groups, and families.
“Great views are featured from all rooms and angles including the Melbourne port, bay, city, and The District precinct.” And for added convenience, Nesuto’s locale provides guests access to a range of amenities at their doorstep.
“There’s no need to worry about walking miles to buy travel essentials, with Nesuto Docklands being conveniently positioned above The District’s Market Lane everyday needs precinct - home to a Woolworths supermarket, Dan Murphy’s, and Chemist Warehouse,”
Mr Lunardello said.
“The apartment hotel is the perfect offering and location for business travellers, families and holidaying groups looking to explore Melbourne, supported by two onsite car parks and easy access to the city via the free tram zone.”
Technology and sustainability are two cornerstones of Nesuto
Docklands and have been thoughtfully incorporated throughout the build.
Mr Lunardello is particularly passionate about the apartment hotel’s commitment to sustainability, with environmentally conscious elements embraced across the entire development.
Some of these features include solar panels, rooftop rainwater to flush toilets, and lighting and temperature control sensors in guestrooms.
When it comes to technology, Nestuto Docklands have used the latest technological advances to build upon their ethos of creating a nurturing environment.
“The latest technology ensures guests will be delivered an amazing experience with unlimited wifi and Google chrome cast TV for personal streaming,” Mr Lunardello said.
“When guests’ check-in, reception activates their preferred air-conditioning temperature for the room via
the property management system (PMS).”
Despite only opening on March 1, 2023, Nesuto Docklands has quickly developed a loyal base of guests- with some returning already for a second stay!
“Pleasingly the feedback so far has been outstanding,” Mr Lunardello said.
“Our guests love the design and location of our hotel and have really enjoyed all that the District Docklands has to offer. Comments have been made regarding the ease of onsite car parking, and the ease and speed of the free public transport to all areas of Melbourne from our property.
“It was a real highlight to welcome back our first return guest in the first week of operation, so we are very proud of the team for their outstanding service and making our first guests' stays memorable and personalised.”
With major hotel chains around the world committed to climate action plans, energy management systems are now seen as one of the keys to net zero carbon emissions.
More and more hotels are turning to locks that are part of a fully integrated online system for room controls, and connected to both Property Management Systems and Building Management Systems.
The state of the art Nesuto Docklands Apartment Hotel in Melbourne chose to implement an energy management system from ASSA ABLOY in its construction which began in 2021.
Michael Benikos, Managing Director at ASSA ABLOY, said his company’s energy management systems can engineer massive savings at a property.
“Installing one of our energy management systems reduces the runtime of a property’s air conditioning anywhere from 20 percent to 40 percent,” Mr Benikos said, “and that results in huge savings in cost to a property and much less waste for the environment. The savings are largely based on energy not being wasted on rooms that are unoccupied.
“With our system, when a guest arrives at a hotel they check in and get their room card at the front desk. As soon as that happens a message goes through the Property Management System to start the airconditioning in the guest’s room.
“ If it’s set, at let’s say 22 degrees, by the time the guest gets to the room, the temperature might not be 22 yet but it’s getting there and hours of energy have been saved.
“As soon as the guest opens the door a motion sensor in the room tells the air-conditioning unit to stay at the temperature until the guest leaves when it will revert to a slightly more efficient temperature until they come back. The system will also switch off any lights that have been left on when the guests have left the room. While the property makes big energy savings, the guest comes back to a room that is still very comfortable even though it may have been unoccupied for hours.”
Mr Benikos said the biggest site using the ASSA ABLOY system in Australia was an 800room student accommodation building in Sydney.
All 211 apartments at the Nesuto Docklands in Melbourne have the energy management system installed, as well as new ASSA ABLOY safes.
Damon Lunardello, General Manager Nesuto Docklands, said: “Hotel construction began in 2021 and was completed on time in February 2023. The system was rolled out successfully on completion.
“We are always looking at ways to maximise operating efficiencies and energy savings, and having integrated systems helps us do that. Also, this system helps to enhance the guest experience and we can be more proactive to their individual needs.
“The property includes solar, rainwater to fill all toilet cisterns, and the energy management system to control heating, cooling and lighting to rooms.”
Mr Lunardello said the entire Nesuto team was excited to be working with this state of art hotel and its environmentally friendly operation.
“Nesuto Docklands is the first new-build product for the brand in Victoria,” he said.
“One of the main conveniences is that as soon as a guest arrives the energy management system works to provide a premium guest experience in heating, cooling and all that is energy related.”
Mr Benikos said the use of technology that pairs room locks with energy management systems had been available in
Australia for about 10 to 15 years, and in the US for at least 20 years.
“When you build a hotel now you have to fulfil Section J of the (Australian) Building Code, that covers energy compliance,” he said.
“You have to put energy saving devices into the rooms. It doesn’t have to be as sophisticated as what we’ve done; it can be the old way where you put the card in the slot as you come into the room. People, of course, can manipulate that system by having two keys cut and they keep one in the card energy control unit so the air conditioning and lights run all day and night whether they are in the room or not.
“Our system eliminates all that waste and the savings for the property and the environment can be huge.”
Mr Benikos said the race to reach net zero by 2050 would redefine the accommodation industry, and that eventually all buildings will have to be upgraded to meet climate goals. In Europe 75 percent of all buildings are considered inefficient, and the EU has asked member states to prepare plans to upgrade all by 2030.
Mr Benikos said Australia was showing the way to the world with its advancements in energy management systems.
At ASSA ABLOY Global Solutions, we’re dedicated to re-imagining how people move through their world – and as the world leader in hotel security technology innovation for over 40 years, we secure millions of hotel rooms around the globe with our industry-leading brands, VingCard and Elsafe. With integrated software platforms, as well as advanced mobile access and location solutions, we help our customers enhance the hotel guest experience while maximizing security and improving operational efficiency.
Tel.: 1 300 796 233
assaabloygobalsolutions.com
au.globalsolutions@assaabloy.com
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The global leader in door opening solutions
2023 kicked off with a bang for boutique apartment hotel operator the Veriu Group, with the opening of Punthill Essendon North. Their newest accommodation offering is located north of Melbourne CBD and presents a mix of modern studio and onebedroom apartments, designed to attract solo and group travellers for business or leisure.
Veriu Group CEO Zed Sanjana told AccomNews: “We’re extremely pleased to have added Punthill Essendon North to our existing portfolio. The hotel is specifically situated to take advantage of this significant corporate catchment area, which has been somewhat underserviced in terms of quality corporate accommodation. We believe that modern business travellers are increasingly looking for more unique and localised accommodation experiences within these types of corporate hubs.”
Built in partnership with EVR Group, this state-of-the-art property offers 40 fully selfcatering apartments. The combination of comfortable apartments, comprehensive conference and meeting facilities, a gym and guest laundry, perfectly accommodates current business travellers who want convenience but to also experience the comforts of home.
The unveiling of Punthill Essendon North closely followed the December 2022 opening of the Group’s first Victorian property, Veriu Queen Victoria Market and it increased the Group’s collection of properties
under the trusted Punthill Apartment Hotels brand to 13, which also boosts the Groups portfolio to over 1260 rooms and apartments under the combined Veriu Hotels & Suites and Punthill Apartment Hotels brands.
It’s true the last few months have been extremely busy ones, Mr Sanjana admitted, and there will be yet another new Veriu property opening in April - Veriu Collingwood. The Group also expects to open three more hotels in 2023.
Confirming the rapid growth of the brand, Mr Sanjana said a further six sites are currently under construction across Australia.
This Group has identified an opportunity to become one of Australia’s largest apartment hotel operators, while still maintaining a unique and localised feel at each of its properties and is well on its way to achieving this. P24
At the heart of their new property is the latest innovative soft ware from RMS Cloud, designed to digitally empower guests to book online and check in via their smartphones.
Punthill Apartment Hotels have long been at the forefront of delivering lasting guest experiences and are continuing to do so with the opening of their 40-room location in Essendon North, Melbourne.
RMS Cloud has been providing Punthill Apartment Hotels with reliable and feature-rich soft ware for decades and helping tailor their services to the unique requirements of their business and guests’ needs.
It is via RMS’ Guest Portal, that guests can manage their
stay digitally, whether short or long-term, with contactless document uploads, submitt ing personal requests, and checking in and out. The user-friendly interface is designed for guests to access via their smartphones with digital controls that allow them to manage their stay seamlessly. With secure customer-centric technology, Punthill delivers lasting guest experiences through the palm
of a guest’s hand, making it easy for guests’ to bypass the front desk and save time.
RMS has unlocked a wealth of features for Punthill to use within the RMS soft ware, keeping them up to date with the latest technology for apartment hotels. The growing sector for apartment hotels is about ensuring guests feel as though they have a home away from home with all the amenities you’d normally find at home, says RMS Cloud’s Head of Customer Success, Garth Kay. “Through the powerful soft ware of RMS, the individual needs and requests of guests can be met.”
RMS has provided Punthill with the ability to manage their apartment hotel with the latest technology, ensuring they are at the forefront of the industry.
Garth Kay expressed his appreciation for the opportunity to work with Punthill, noting the insights which have been gained on delivering genuine guest experiences and sett ing new standards in the industry.
“The opportunity to work alongside Punthill has been a positive experience,” said Kay. “It has given RMS deep insights on delivering genuine guest experience and sett ing new standards in the industry – we are proud to be working alongside the leaders in apartment hotels in Australia. Congratulations on opening your new location this year.”
The apartment hotel leader Punthill is continuing to set new standards in the industry and providing guests with the best digital experience possible.
P22
He said: “Our network expansion is focused on bringing good quality new accommodation options to CBD, suburban and regional markets, in locations underpinned by the business travel segments.”
Mr Sanjana proudly believes Punthill Essendon North is now the premium accommodation choice for both corporate and leisure guests in this location. However, it was a four-anda-half-year journey from the handshake deal to the opening of Punthill Essendon North which Mr Sanjana describes as “challenging”.
He told us: “We began a relationship with the developer in 2018 and really liked their plan for the property.
“But due to COVID, some difficult times were endured by the stakeholders, the brand, and the whole project team but everyone remained both committed to the vision and flexible with both time and ideas. Now I am delighted that despite a couple of false starts we were able to pull this exceptional property together in such uncertain times.”
“It’s very distinct and stylish, and very comfortable,” he said.
“I especially love the design of the apartments because they are certainly not ‘cookie cutter’. Due to council requirements for the building each apartment is bespoke and interesting with each window offering unique views,” he said.
“I must say I am also impressed by the surprisingly efficient design of the kitchen, which provides more workspace and storage than usual, and more cooking appliances than guests would normally expect to find in a short stay apartment. This means guests can make themselves at home, they can truly self-cater, and they are happy to stay longer.
“Many of our guests do want extended stays, with five nights being a typical booking and we designed the spacious light filled apartments to appeal to those guests. I describe our accommodation as having an “elevated residential feel”.
“We chose to work with our preferred supplier Furn-Niche, an experienced industry fit-out specialist who we have previously used on other projects. Part of the design brief was to ensure our guests feel at home, but we also wanted them to have the added conveniences they would normally expect in a hotel.”
The accommodation provides guests with an excellent sleep in stylish apartments with comfortable beds and hotel style amenities. The interior design of the apartments is simple and stylish with clean lines, neutral tones of grey and brown are complemented by warm pops of colour and classy wooden finishes. The living space is well thought out with plenty of areas to work, relax and cook, it really has everything needed for an easy extended stay.
“It’s been outstanding,” Mr Sanjana said. “We have received very positive feedback from guests and from the major companies that use our accommodation for corporate travel. Our bookings have been significant and consistent. Generally, people seem to be very excited by the addition of this brand-new product with a high-class finish in a location with an under supplied accommodation market.
“We are also very lucky to have retained a very stable staff team since opening.”
Vintech Systems
Interel, Global Leader in guest room management and energy management solutions provided customised hotel door lock solutions for Punthill Essendon North.
Veriu Group recently added to their growing portfolio of apartment hotels when they opened Punthill Essendon North, one of Melbourne’s newest accommodations, offering premium accommodation for both corporate and leisure guests.
This state-of-the-art property presents 40 apartments that perfectly accommodate travellers who want to
enjoy the comforts of home and experience an elevated and professional hotel experience. Modern guests demand more sustainable solutions from their hotels, and they want security to be a priority.
The Punthill/Veriu brand recognises the need to provide high-tech door lock solutions that are secure and convenient, which also help reduce carbon footprint and energy consumption by seamlessly integrating with the energy management solutions in their hotels and accommodation developments.
Vintech Systems has been the trusted supplier of door lock solutions to Punthill/Veriu since 2019 and over the last four
years, Vintech Systems and Punthill/Veriu brand have formed a strong and strengthening relationship. The Punthill/Veriu brand engaged Vintech Systems with its standard request for the DormaKaba Saflok QT Electronic Lock which offers a range of lever designs and colour/finish options.
Dormakaba’s Saflok Quantum RFID lock is a unique two-piece modular design with a choice of inside escutcheon look. Synonymous with superior performance, the lock is renowned for access control, life safety, and security. The Quantum lock is easy to use and works with Dormakaba Access Management Software. These locks also have BLE Connectivity.
More than 5OO-million guest experiences are enhanced by dormakaba hospitality products each year, making dormakaba a leading supplier of electronic locks, access and space management systems.
For more information, please contact Vintech Systems on 02 9472 2000, sales@vintech.com.au or visit www.vintech.com.au
Are you finding it challenging to drive bookings and revenue for your property management business? In today's fiercely competitive marketplace, it's crucial to implement effective marketing strategies that will differentiate your property from the rest and attract more potential guests.
With an extensive range of marketing options available, we understand that it can be overwhelming to decide where to focus your efforts. That's why we've simplified the process for you by highlighting the top five essential marketing strategies that will position your property for success. So, let's delve into these vital marketing strategies and explore them in more detail.
When it comes to marketing your property, having a stellar website should be your top priority. With the majority of travellers researching and booking their accommodations online, your website is your best chance to make a lasting impression and secure direct bookings. A website that is thoughtfully designed, with a built-in booking engine, will optimise the chances of converting potential guests into actual bookings. Ensuring that your website is deviceresponsive too, is essential in today's mobile-driven world. Additionally, it should be user-friendly, with a clear and easy-to-navigate layout that you can easily edit and maintain.
Search engine optimisation (SEO) is a critical aspect of any property management marketing strategy, as it helps to increase your online visibility, attract more organic traffic to your website,
and drive bookings for your properties. By optimising your website and online content for relevant keywords and phrases, search engines like Google are more likely to rank your website higher in search results, making it easier for potential guests to find your properties online. To achieve effective SEO for your property management business, it's important to conduct keyword research to identify relevant search terms, optimise your website's content, structure, and technical elements, and build high-quality backlinks from authoritative sources. With effective SEO practices, you can improve your online presence, attract more targeted traffic, and ultimately drive more bookings and revenue for your property management business.
Social media platforms offer an excellent opportunity
for property management companies to connect with their target audience, showcase their properties, and build brand awareness. To leverage social media effectively, it's important to develop a clear social media strategy that aligns with your business goals and to create content that is tailored to each platform's specific audience and features. By regularly sharing high-quality photos, videos, and updates, you can attract new followers, encourage engagement, and ultimately drive more direct bookings and revenue for your property.
Reviews are a crucial aspect of property management marketing, as they play a major role in influencing the decisions of potential guests. Online reviews provide social proof and help to build trust with potential guests, as they provide real-life feedback from previous guests who have experienced your properties and services. Positive reviews can act as a powerful marketing tool, helping to attract new guests, increase bookings, and ultimately drive revenue for your business.
Despite the benefits of positive reviews, negative reviews can be equally impactful in discouraging potential guests and tarnishing your image. Your response to negative reviews can hold great sway, as it can convey your receptiveness to feedback and
willingness to address concerns, thereby putting potential guests at ease. To effectively leverage the power of reviews, it's important to actively manage your online reputation, respond promptly and professionally to all reviews, and use feedback to continuously improve your properties and services.
Google Hotels is an essential marketing tool for property management businesses, as it provides a platform for your properties to be showcased at the top of Google search results, offering invaluable visibility to potential guests. By listing your properties on Google Hotels, you can tap into a massive audience of travellers who are searching for accommodations in your area and increase your chances of attracting bookings. Best of all, Google Hotels is essentially free advertising for your business, as there are no fees to list your property on this platform. Additionally, by optimising your Google Hotels listing with high-quality photos, detailed descriptions, and positive guest reviews, you can improve your online reputation and attract even more bookings.
Driving bookings and revenue for your property management business requires a comprehensive marketing strategy that covers all aspects of online marketing. By focusing on these essential marketing strategies, you can attract more potential guests and increase your chances of converting them into direct bookings. With these strategies, you can differentiate your property from the rest and position it for success in today's fiercely competitive marketplace. So, take the time to implement these vital marketing strategies and watch your property management business thrive.
The hospitality industry has a responsibility to provide its guests with an exceptional experience, but that experience shouldn’t come at the expense of the environment.
As the world becomes more conscious of the need to reduce carbon emissions and adopt sustainable practices, hotels and accommodation providers are increasingly seeking ways to reduce their carbon footprint. One area where this can be achieved is in the choice of outdoor cooking facilities.
Enter Greenplate’s Electric BBQs – a revolutionary product that off ers a range of benefi ts for both the environment and the hotel and accommodation industry. Greenplate’s Electric
BBQs are environmentally friendly. They produce on average half the energy of conventional electric BBQ’s, making them an ideal choice for hotels and resorts that want to reduce their carbon footprint. By choosing an electric BBQ over a gas or charcoal alternative, accommodation providers can help to reduce the impact of their operations on the environment, whilst still providing an exceptional cooking experience. They are also incredibly efficient, designed to heat up quickly
and cook food evenly, ensuring that guests can enjoy their meals without delay. This means that hotels and resorts can cater to large groups of people without having to worry about lengthy cooking times or delays in service.
Greenplate’s Electric BBQs are easy to use and maintain. They require no special skills or training to operate, and they are designed to be durable and long-lasting. Hotels and resorts can save money on maintenance costs and avoid the need for regular
replacements. Perhaps most importantly, Greenplate’s Electric BBQs safety features. Their design includes quality insulation reducing heat transfer to the benchtop from the BBQ plate and child safety delayed starting and shut-off functions, which means that guests can enjoy their meals without worrying about accidents or injuries.
Greenplate’s Electric BBQs are the best choice for hotels and accommodation providers that want to provide their guests with an exceptional outdoor cooking experience, whilst also doing their part for the environment. By investing in Greenplate’s Electric BBQs, hotels and resorts can improve their green credentials, reduce their carbon footprint, and off er their guests a truly memorable experience.
As we emerge from the pandemic, it is more important than ever that Australian hoteliers understand where their property sits in its competitive environment.
Hotels have generally determined their competitors based on proximity to their property. However, as international travel has returned and guests today consider leisure options based more on the type of travel (beach resort or urban experience) across a whole region rather than single destination, the property next to you is not necessarily your direct competitor.
In the case of resorts, it may be properties in Phuket, Bali or the Whitsundays that are all competing for the same guests. A true competitor is a property that competes with you in most of the same segments, which are generating demand for your property. This might have changed drastically with the pandemic and will change again as China’s outbound tourism markets recovers to a reported two-thirds of 2019 traveller volumes this year, with around 110 million border crossings out of the country.
Defining a proper competitor set has always been vital to determine price positioning. Hoteliers need to keep an eye
on their competitors’ pricing. They should look out for hotels making pricing actions, like increasing their corporate rate during the week or leisure rate on the weekends, that would force them to respond.
It’s important for a hotel to know how their own pricing compares, and which hotels near their own property are also forced to respond when they take a pricing action.
While understanding the competition is crucial, it’s also important to improve upon past performance, and for a hotel to compete with itself to define strategies and commercial success. This can be undertaken by focusing on:
Price: Hotels need to use holistic data insights to see if their pricing makes sense not only against its current competitor set but also its future competitor set as demand changes. This will enable management to forecast
realistic future goals that will grow revenues over time.
Product: The best client service is no match for an outdated product. A hotel can have the friendliest front desk, most resourceful concierge, and an eager sales team, but without a polished product, any hotel will struggle. Not every hotel will be a fi ve-diamond property, and not every hotel should even attempt to strive for that. Each hotel has its own specialty, so it’s up to each hotel to be the best in its own category.
Experience: All hotels should provide guests a unique and memorable experience. For instance, if a property is petfriendly, a furry hotel mascot with paws and a wagging tail may be a way to advertise that.
Hotels can also partner with local retailers to create popup stores within your hotel and bring artists in to create murals or bespoke pieces of art unique to its property. These activities will help connect guests with the local
community and off er up social media opportunities to help with organic hotel promotion.
Distribution: It’s not just about making sure a hotel has a friendly partnership with OTAs and travel agencies today. Don’t overlook offline distribution channels, especially during these unprecedented times when customers might prefer to establish direct contact with a hotel for reassurance about the details of their stay.
Identifying who hotels guests are, who the competition is, and how a property is performing relative to other hotels in the market is a significant challenge today. A property that monitors its competitors and benchmarks (even against itself) will help ensure that a hotel remains competitive and att racts business over the long-term. For more information, please visit: www.ideas.com
Accommodation properties operate in a highly competitive industry, and it's essential for these businesses to maximise their revenue and profitability to thrive and improve asset value. To achieve this goal, they need to adopt effective strategies that can help them increase their top-line revenue while managing costs.
In this article, we'll discuss some commercial strategies that properties should focus on to maximise their revenue and profitability.
1. Pricing Strategy: The first and most important strategy for maximising revenue is the pricing strategy.
Accommodation properties should regularly evaluate their pricing structure and adjust it based on demand and seasonality. Implementing dynamic pricing strategies can help properties adjust their prices based on demand and occupancy rates. A welldesigned pricing strategy also helps to increase revenue per available room (RevPAR), profit and occupancy rates.
2. Marketing and Sales Strategy: A robust marketing and sales strategy can help properties increase their visibility and attract more guests. Properties can use a combination of digital marketing techniques, including SEO, social media marketing, and email marketing, to reach their target audience. They can also work with travel agents and a range of booking channels to increase their online presence
and reach a wider audience. Costs of acquisition across all distribution channels and return on investment of all marketing campaigns must be measured and monitored.
3. Customer Experience: Providing an exceptional customer experience across all touch points is crucial for attracting and retaining guests. Accommodation properties can invest in customer service training for their staff, focus on personalised guest experiences and offers, and analyse customer feedback and reviews to improve their guests' experience. Customer reviews are powerful and influence property value perception which impacts your pricing.
4. Revenue Management: Revenue management strategies involve optimising revenue streams by managing inventory availability, room rates and occupancy levels in real-time for all market segments across a range of distribution channels. Properties can implement techniques such as upselling and attribute-based selling to maximise customer spend. Allowing customers to curate their stay based on their needs and wants also enhances their experience and perceived value. Automated forecasting solutions that predict demand, draw on a broad range of data sources, and have the capability to re-forecast multiple times a day to adjust pricing are beneficial for your best chance of success.
5. Cost Management: While increasing revenue is important, managing costs is equally essential. Accommodation operators should regularly evaluate their costs and identify areas where they can reduce expenses. This can include implementing energy-efficient systems, reducing food and beverage costs, and outsourcing non-core activities.
6. Diversification: Diversifying revenue streams can also
help increase revenue and profitability. Accommodation properties can generate additional revenue by offering access to additional services such as spa, golf courses, or room service. Adding services can also help to differentiate a property from its competitors.
Emerging trends are:
1. Sustainability: This is a growing trend in the hospitality industry. Guests are becoming increasingly conscious of their environmental impact and are seeking sustainable options. Properties can reduce their carbon footprint by implementing sustainable practices like energyefficient systems, recycling programs, and sourcing local products. Those that embrace sustainability can differentiate themselves from competitors and appeal to eco-conscious guests.
2. Technology: Properties can use technology to improve the guest experience, streamline operations and increase revenue. Mobile check-in and keyless entry can enhance the guest experience, while data analytics and artificial intelligence can help operators better understand their guests and predict their needs. Technology also improves your commercial capabilities.
Accommodation operators must continuously evaluate and adjust their revenue and profit-generating levers to stay competitive in the ever-changing market and this requires a combination of strategies. Additionally, emerging trends like sustainability and technology, including artificial intelligence will impact the hospitality industry and require properties to adapt to stay competitive. By embracing these trends and leveraging revenue-generating levers, properties can remain profitable and sustainable.
For more information visit arma-revenuemanagement.com
Digital compendiums have been one of the most important technological developments for the accommodation industry in recent years, saving money, time, and forests of trees. They offer instant and almost limitless information for guests, they are easily updated by managers and since paper is no longer required, the environment benefits as well.
Neil Houlston, Hinfo Guest Digital Compendium told AccomNews that “going digital brings multiple perks”.
He said: “It allows for unlimited information updates, direct access to online resources and directions with just a tap of a button and all with an interface that complements your property’s branding.
“Food and beverage ordering is made easier when it comes to updating pricing and item availability, upselling and customising individual orders. This increases engagement and sales, along with eliminating the need to provide printed menus for your in-house restaurant, room service and mini bar.”
A property can change the menu
on its compendium as often as it likes. Offerings, such as new menu items, special deals, and the latest tours can be updated in minutes, and sent to all guests immediately, providing the opportunity for extra business and to upsell with a few strokes of the touchscreen.
Karen Graham, Marketing Director, Orana Software told us: “Digital compendiums can facilitate bookings either within the accommodation itself or at nearby restaurants and attractions. The significant benefit of this is that additional revenue may be generated through these partnerships. Revenue can also be driven via shopping cart technology, offering guests the opportunity to purchase food baskets, experiences, or even local artwork.”
With touchless technology vital during COVID, the benefits of digital compendiums were highlighted, not just as a way of stifling the virus but it became evident just how much they also enhanced safety and indeed the visitor experience.
Ms Graham agreed, “digital compendiums do remove concerns around unhygienic paper-based guides” she said.
“They also remove the frustration of guests being presented with out-of-date information. Guests are much happier when they are informed of new activities and last-minute changes because it allows them to experience their holiday in a more relaxed way, especially if they are travelling with children.”
Going digital allows a property to promote their health and safety procedures widely and instantly, with the ability to easily update they can alert to dangers and emergencies as well as lost items or lost children.
It is a bonus that digital compendiums are also far more sustainable Ms Graham said.
Until recently guest compendiums were usually printed and placed in bound leather or vinyl-covered binders inside hotel rooms. They outlined menus, guest facilities and local attractions but the product was eco-unfriendly and expensive. Updates for each room were costly and time-consuming.
Every major change in the
details of a property required reprints of the compendiums, and they quickly became dog-eared and smudged.
With each room needing its own book, compendiums took a large chunk of a property’s budget and workforce.
The versatility of digital compendiums makes their printed alternatives look like ancient history. They can be accessible anywhere, updated quickly and have the capacity to outline information in stunning and creative formats.
Mr Houlston said: “The most noticeable difference between digital compendiums and printed compendiums is the ability to provide images for every
heading and listing included. This not only creates a more engaging experience but can also help explain certain details better than written instructions only, such as a map of the property’s premises.”
And if you want the advantage of a large screen, Ms Graham said IPTV solutions can be used as a digital compendium. However, she warned, when a compendium is not on the guest’s phone and can only be used in a guestroom or the lobby it “creates a gap in the guest experience”.
Ms Graham said: “Using digital compendiums via phones delivers on the guest need for information on-the-go, without them having to search
online themselves.” Moreover, when guests can access the compendiums on their own smartphones or tablets, they can already be well versed in an accommodation’s offerings, even before they arrive."
She said: “Digital compendiums play an important role from booking right through to post departure as they are typically sent to the guest along with the booking confirmation and are used throughout the guest’s stay. They are also accessible via their phones after departure. They help the guest to know where they are going with the online maps and help to fill them in on what they need to know prior to arrival. They provide in-depth information about the property
and local attractions, making recommendations for fantastic restaurants and hidden gems.
“Digital compendiums can also display a weather forecast, helping guests plan their getaway before they arrive. This all contributes to a positive guest experience because interaction with guests should not be about the mundane day-to-day questions but rather about authentic human interaction,” she said.
“Accommodation providers will have more time for that all important human touch and to do what they love best - delight their guests!”
Focussing on the guest experience will ensure they have a great time and when they do they tell others, they leave excellent reviews and directly re-book.
Using digital compendiums, makes it far easier for guests to order room service, order fresh towels, check gym hours or use services such as baby-sitting arrangements.
And Mr Houlston, observed that “nobody knows your property or your local area better than your staff”.
He said: “They can provide recommendations for local places, events, and services. If you have a relationship with a local business, you can include promotional details or a website referral link to their business and track engagement with analytics built into the digital compendium’s management interface.
“Your property’s details can also benefit from keyword search functions, most useful on a smartphone and can be automatically translated into your guest’s preferred language. You can also release promotions that are time sensitive with the use of immediate and scheduled notifications.”
The translation feature allows digital compendiums to be presented in any language and this can only be good for a property’s bottom line. It improves guest
satisfaction by promoting effective communication and ensures guests provide accurate feedback.
Artificial intelligence has also been growing in the technology space with new options including ChatGPT, Mr Houlston revealed. He said: “Technologies like this in the future will have the potential to provide individual personalised recommendations to each guest, based on previous engagement, including across multiple properties.
“Voice Assistants are also improving and will eventually allow for your guests' smartphone to answer questions based on your property and the local area, without the need to have your property’s digital compendium opened on your guests’ own devices. This will only be possible via native mobile apps, which will allow this feature to also work on smartwatches and eventually smart glasses.”
When looking to purchase a digital compendium solution for your property
Mr Houlston said there are three key factors to consider:
1. Do guests have their own individual access wherever they are during their stay? This key benefit is only possible with a mobile solution.
2. Look for mobile solutions that offer multiple access options for guests. The two primary mobile options are native mobile apps and web-based solutions, which should allow for access via QR Codes or manual search on the App Store. Another popular option is a weblink to include in your booking email confirmations, in a pre-arrival SMS or on the guest wifi login confirmation screen.
3. Your chosen digital solutions should not be more expensive than printed compendiums, both in the short and long term. Look into the cost per room, per night, in addition to any upfront costs.
Accommodation providers are understanding more about the importance of excellent guest wifi and investing in what’s required to keep guests happy and returning.
There is still one area of guest wifi that needs more focus and investment and it continues to evolve at a rapid pace. Bandwidth!
I’m continually telling my clients and potential clients that there is no point spending a lot of money on the latest equipment to get good signal throughout the complex unless you have the engine to run it! That engine I am referring to is bandwidth and speed!
It’s like having a Mercedes with a Vespa engine. You are not going to get the full potential out of the equipment and the guest experience would be terribly disappointing without the correct speeds to run it.
Some of the issues guests are getting very vocal about come
from dropped connections and slow speed. Bad reviews about a guest being disrupted during their Zoom call or Teams meeting while staying with you can be costly.
We’ve seen units with 19 devices connected! When you start to add up how much bandwidth is potentially needed for one unit with this many devices, the figures can be staggering.
Nowadays streaming is the norm. Netflix, Paramount+, Hulu, YouTube, Amazon Prime, HBO Max, Disney+, Stan, Binge. Just to name a few. Most families have
a minimum of two streaming services understanding the convenience and flexibility these services offer. Most of their children have the app on their devices. So multiple streams in one unit or room is extremely common. Do you know how much bandwidth you require for ONE clear, uninterrupted video stream? It does depend on the video resolution you are streaming in.
High Definition (HD) requires a minimum of 5 to 8 Mbps to play smoothly and Ultra High Definition (UHD) - 4K –-a minimum of 24Mbps - that’s ONE stream on ONE device!
When you start getting multiple devices streaming at the same time in one unit, the bandwidth requirements can be immense. Netflix are starting to create most of their new content only in UHD - 4K.
Investing in telecommunications infrastructure is crucial. Fibre connections are starting to decrease in price and offer a stable, fast environment to run the guest wifi and your office through.
Don’t lag behind the technology curve. Invest in a fibre connection and a fibre plan.
With all our guest wifi proposals, we always use the amount of units or rooms you have as the guide to potential bandwidth requirements and include our recommendations.
We monitor bandwidth continually and if there is more available at a site, we can remotely increase the speeds to all units and rooms.
You don’t have to be an expert in this area or spend a lot of time monitoring it.
You don’t want to be paying for speed that is not required yet. Most fibre providers have 36 month plans and if you need to increase the speed during that time period they will do so, and a new 36-month period commences. You don’t have to pay out or see through the initial plan length.
You can always increase the speed of the plan to your site with a phone call to your Internet Service Provider when more speed is needed. Be guided by the experts.
For both employees and guests, a functional laundry space is an essential amenity.
However, space can often be limited, making it a challenge for operators to offer laundry facilities without sacrificing valuable floor space.
In this article, we look at the current trends and space-saving designs that may provide a solution for accommodation providers looking to offer laundry facilities while maximising their use of limited space.
Speed Queen Equipment Sales Manager Duncan Gardiner said he had seen a shift in the hospitality sector towards in-house laundry facilities.
“We are seeing more and more hospitality organisations who previously outsourced all their laundry, either bring it in-house to enjoy up to 30 percent savings, or implement partial laundry operations,” he said.
“Partial laundries achieve two things for them - continuity of clean linen if their supplier lets them down and also maintaining some price and performance pressure on their outsourced supplier (“put your price up too much or perform poorly and we will extend our in-house laundry”)”.
Veeco Laundry Systems Manager
Bill van der Leest said the current hospitality trend towards sustainability was reflected in laundry, with a current focus on energy efficiency and water consumption.
“By the use of the latest innovations in electronic controllers and motor design controlled by inverters, more sophisticated and efficient wash formulas can be created,” he said.
“Also, the use of ‘soft mount’ washers with High-Speed final extraction in larger laundries
greatly enhances water removal at the end of the wash formula; the less water contained in the extracted linen the less time is needed in the dryer which makes complete economic sense given the high cost of gas and electrical energy used in the drying process.”
Mr van der Leest added that the use of ‘Smart Programming’ for wash formulas creates more effective cleaning processes while using much less water.
Particularly for larger hospitality venues, Mr van der Leest said OZONE dosing units remained a popular choice for washers.
“In larger venues, exponential water savings can be achieved by adding OZONE dosing units that automatically add Ozone to the wash water during the wash cycle,” he said.
“Savings of up to 50 percent of water consumption, when compared to standard washing formulas, is achievable. This
is becoming more and more important, especially where water costs are very high.”
Finally, Mr van der Leest cautioned accommodation operators to consider upgrading their laundry equipment as a matter of safety.
“While not common, dryer fires are a very real risk and the most common cause of fires in laundries through spontaneous combustion,” Mr van der Leest said.
“This kind of fire is more prevalent in older dryers where the ‘cooldown’ feature that should automatically introduce fresh air to the dryer to cool the linen down prior to terminating the programme, is not functioning.
“Most modern dryers have automatic cooldown steps as part of the programming, however, more importantly they can be optioned with built-in fire suppression systems that
automatically trigger when the temperature inside the dryer reaches an unsafe level.
“Insurance companies are now becoming more aware of this feature with laundry dryers and starting to include it as a requirement of compliance for the insured party.”
When it comes to laundries in hospitality and tourism settings, space-saving is always the greatest concern, and making the most out of your available space is essential.
Mr Gardiner said stack washer and dryer combinations had proven a popular concept for many years for their space-saving ability.
“Stacked laundry equipment is the ultimate space saver. Making use of vertical space to save on floor space minimises the area required for your laundry,” he said.
“Additionally, having the correct size and mix of washing machines and dryers to match your requirements can save you not only space, but time and energy.”
Mr van der Leest said a number of industries used stack washer and dryer combinations to meet high demand.
“Stack combinations have been around for quite a few years and are extensively used in the hospitality industry, caravan parks, laundromats, the mining industry and many institutional settings,” he said.
“Until recently there has been weight limits for stack washers and dryers, however a new model is now available with the washer and top-mounted dryer both having a capacity of 23 kg each.
“This now opens up opportunities for ‘on premise laundries’ such as small hotels and motels with limited space where they can now purchase more appropriately sized equipment that better fits their limited space and gets the laundry done much faster and with greater efficiency.”
Like all facets of the hospitality industry, technological advances are constantly changing guest expectations.
Mr van der Leest said the clearest indicator of changing
expectations in laundry was the movement away from coin-operated equipment.
“There is currently a strong trend towards ‘cashless’ payment methods with quite a few companies offering systems that facilitate this method of payment,” he said.
“Usually the washers and dryers need to be fairly up-to-date to facilitate the retrofitting of cashless devices but the benefits are significant.”
Mr van der Leest said that cashless devices see a significant reduction in damage from attempted coin theft. Cashless laundry systems also result in increased guest spend by removing the reliance on ever-scarcer gold coins. Additionally, new technology is allowing equipment to
become more accessible, with some models allowing users to change the settings to display instructions in their own language.
Mr Gardiner said the future is bright for laundry equipment, with trends moving towards cloud-based technology.
“Laundry is increasingly becoming more cloud based and connected,” he said.
“As technology continues to improve the remote features and reporting capabilities of laundry equipment will become even more impressive.
“Features such as remote start and machine management and reporting features including error reports and machine auditing have already been introduced with many more exciting features to follow in the coming years.”
We have the experience and expertise to find the right solution for all situations with a holistic approach that considers the individual challenges each project presents.
Our technical team can advise on the best equipment as well as the optimal layout to suit the individual floor-space, depending on service connections and access doorways etc.
Our design team will draw up your floor plan free of charge and make as many changes as it takes until you are completely satisfied.
matching Dryer stacked on top. This offers a completely new opening for space saving in larger areas for processing on-site hospitality linen. With the IPSO BSA50, 23kg of linen can now be processed in a single machine creating huge labour and utilities savings as well as the space saved by having the matching dryer mounted on top within the same foot-print.
As well as the standard 10kg Stack washer/dryer Model IPSO CS10, Veeco is pleased to now offer the much larger model BSA050 23kg Washer with the
All our IPSO equipment is manufactured either in America or the Czech Republic to the highest standard with minimal use of plastic components.
The same high standard of manufacure applies to all IPSO
equipment be it for Commercial or Industrial application.
IPSO equipment is made to last; with normal use and the maintenance of recommended servicing our equipment will more than satisfy the most demanding standard for return on investment.
All IPSO equipment come with a standard 3 years parts warranty.
Spare parts usually availble Ex Stock and despatched overnight Australia Wide. On-line and phone support is always available with a timely response.
For more information on our comprehensive range of commercial and industrial laundry equipment, visit www.veeco.com.au
Toilet paper and facial tissues are big-ticket items for accommodation properties due to their regular consumption. Quality is everything because these items are seen as a true reflection of the quality of the accommodation.
Accommodation properties use a high volume of paper products, in many ways. Paper napkins are provided in restaurants and bars, and paper towels are often found in public bathrooms and in the back of house where staff might need to clean up spills. But toilet paper is the most used paper product, provided in every guest bathroom and public toilet. Facial tissues are also highly featured items throughout the whole property.
The amount used is dependent on the number of guestrooms and the amenities offered, such as a function centre or large and popular restaurant. The type of toilet paper products used in an establishment will depend on the quality of the accommodation, its guest demographic and individual preferences. Many studies have been conducted on the type of toilet paper people prefer. Generally, consumer report studies say abrasive is a big nono, with most people preferring soft and plush. Strong, thick, and absorbent are also common demands, understandable because no one wants their toilet tissue to tear or fall apart mid-use. Preferences are very personal, and most people have a favourite toilet tissue brand they purchase for their own home with most households using three-ply or greater.
An accommodation business must recognise how much the quality of its toilet paper will affect guest experience. A study conducted by the market
research firm STR, found that guest satisfaction is positively correlated with the quality of the toilet paper provided by hotels. According to the study, most hotels risk disappointing guests by using standard, one-ply toilet paper with only the premium and luxury hotels offering, two-ply or quilted toilet paper.
Jeff Lewis the National Business Manager of Solaris Paper warned that guests who check into a hotel with one-ply toilet paper, may want to reconsider their accommodation choices.
He said: “We find good accommodation managers demand “soft, white and strong” for their toilet paper and facial tissues.
“Ply, softness, and strength are all important qualities, but so
is emboss. We pay particular attention to emboss because it gives the toilet paper bulk, ensuring the ply does not separate and giving it a nice aesthetic, which is vital for the premium end of the market.”
He said most upmarket hotels use three-ply toilet paper.
“But even some luxury properties try to skimp on toilet paper,” he admitted. When paying to stay at a luxury establishment guests expect luxurious toilet paper but sometimes, they don’t even get what they’re used to at home.
In the accommodation business, it’s always the small considerations and attention to detail that add up and create a lasting impression.
He said: “Often the decision maker for procurement of washroom paper is the head of housekeeping and cost is always a consideration, but quality and guest satisfaction should be the priority.”
An increased focus on sustainability is one of the biggest industry trends and providing environmentally friendly paper products is an easy way to showcase your business’s environmental credentials and impress your guests. Therefore, to improve guest satisfaction and reduce your property’s environmental impact you should provide high-quality, sustainably certified paper products, and encourage your guests to use them responsibly.
Mr Lewis said: “With the recognition that we all play a role in our impact on the environment, hotel chains across the world now demand responsible sourcing with complete transparency in the paper products they purchase.”
Solaris Paper’s strategic supply partner, APP (Asia Pulp & Paper) has long implemented policies of zero deforestation and zero illegal logging.
He told us: “We can proudly say we plant one million trees a day. The eucalyptus and acacia trees grow rapidly in a tropical environment and reach full maturity at five years.
“Furthermore, supply practices throughout the supply chain are independently certified as sustainable by PEFC (Programme for the Endorsement of Forest Certification) and we are proudly a SEDEX member for responsible sourcing.”
SEDEX is the world’s largest data platform for supply chain assessment.
“Now big organisations want much more detail about where products come from. Recently
an accommodation group linked into our SEDEX audit to review it,” Mr Lewis said.
“They were impressed that we have a chain of custody, meaning we can trace every toilet roll we make back to the seedling that it came from on our sustainable plantations.”
Since COVID protocols were introduced, most hotels now leave fresh toilet paper and a fresh box of tissues in guestrooms at every checkin, but this practice can increase waste. Wastage
can also be exacerbated by guests and staff using more paper than they need to.
A report by the Natural Resources Defense Council (NRDC) found that a hotel can save money and reduce environmental impact by encouraging its guests to use less. The report recommended the introduction of signs in bathrooms to encourage guests to only use what they need. Also, for hotels to supply high-quality, two-ply toilet paper that requires less usage.
Mr Lewis agreed that it makes sense to supply fresh paper products to each new guest. “It’s hygienic and a more premium practice,” he said “but to help reduce waste, I would suggest presenting paper products for guests in smaller formats.
“Most properties now provide 100-sheet tissue boxes in their guestrooms or a 90-sheet cube box, which also look more stylish, take up less space and produce less waste. Larger 200-sheet boxes can be used in high traffic areas such as front desks or spas.”
A 2021 study by researchers at Harvard Medical School found that guest sleep satisfaction is a strong predictor of overall guest satisfaction. Therefore, ensuring a comfortable night’s sleep at your accommodation provides an opportunity to att ract and retain loyal customers.
A.H. Beard CEO Tony Pearson said that sleep tourism is slated to be one of the top trends to sweep the travel and accommodation industry.
“It makes sense, a good sleep is imperative to a restorative holiday, a necessary recharge for the adventurous, and also an indulgent luxury as we take a break from our dayto-day stresses,” he said.
“Since COVID-19, we’ve seen greater consideration towards our health in both the immediate and holistic sense. There is a stronger importance placed on how we can maximise our health without sacrificing comfort. Sleep is the perfect junction, giving us rest and rejuvenation while we sink into fresh, smooth bed sheets atop a cloud-like matt ress.
“Those who seek to provide a ‘premium sleep’ experience tend to off er luxury personalisations, tailoring pillow choices and matt ress firmness.”
To help readers tap into the sleep tourism trend, we have looked at four key areas to consider when looking to purchase new beds for your accommodation.
There’s nothing quite like climbing into a comfortable bed after a long day of travel. And while a crisply made bed can make all the diff erence, it is truly the matt ress that can make or break a restful night’s sleep.
Major hotel chains invest a significant amount of time and money to develop their own custom matt resses, with some even selling these
matt resses direct to guests. But what are some of the features that keep these guests wanting to bring their hotel sleep to their own homes?
Cooling-gel memory foam is a key feature on the beds in many luxury hotels, helping guests regulate their temperature and stay cool overnight.
Additionally, matt ress toppers make an appearance on the beds of many major hotels. Perfect for providing an
additional layer of soft ness, matt ress toppers can also help extend the life of your matt ress.
Technology across the hospitality industry is changing all the time, and beds are not immune.
Mr Pearson said the hospitality sector is embracing personalisation when it comes to sleep and bed technology.
“More broadly, hospitality is enhancing what it means to achieve ‘premium sleep’ with comforts and considerations such as better in-room climate and light control, sleeping masks and essential oil diff users.
“An increasing number of hotels are using matt resses that off er firmness adjustments on each side of the bed, hypoallergenic and temperature-controlled matt resses, as well as adjustable bed bases.
Allow guests to achieve restful and rejuvenating premium sleep that unlocks the best version of themselves
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“This allows all guests to maximise their comfort and experience ‘premium sleep’ during their stay, improving their overall experience.
“But, when it comes down to the mattress, it must be comfortable. However because comfort is highly personal to the individual, always bear in mind our six essentials of ‘premium sleep’.”
They are:
1. Don’t be disturbed: If your partner’s tossing, turning or twitching interrupts your sleep, a body-conforming comfort and support system is essential.
2. Temperature regulating: If you are a hot sleeper, temperature regulating fabrics, fibres and components are essential for a cooler, more comfortable night’s rest.
3. Adaptive support: If good posture is a priority, an adaptive support system is essential for maintaining healthy spinal alignment.
4. Pressure relieving comfort: If aches, pains or pins and needles keep you awake, high quality comfort components are essential for relieving your pressure points.
5. Breathe easy: If you are affected by allergies or respiratory issues, it’s essential every component
in your mattress provides long-term protection from bacteria, mould, dust mites and allergens.
6. It feels right for you: If you have trouble getting to sleep, a key essential is that it feels right, with soft to touch fabrics and comfort components that create a luxurious first impression.
AI technology is also becoming a feature when it comes to a good night’s sleep.
‘Smart beds’ can learn what each sleeper needs to optimise their restorative sleep through real-time control of temperature, pressure points, and room environment.
While the technology is still relatively new, data indicates that consumers are embracing this new smart technology.
An adjustable bed base lets
you find your ideal position for sleeping or relaxing, some even come with massage features!
Mr Pearson said adjustable bases were rising in popularity across the accommodation industry for their ability to create a truly premium sleep experience for guests.
“Not only do adjustable bed bases offer a superior level of comfort through their pressure relief,” he said.
“But they also offer lifestyle and health benefits like increased circulation and improved breathing that cannot easily be achieved on a normal base.” Additionally, providing an adjustable bed base with an uplift is an important feature for many people with accessibility needs. If you are looking to improve the accessibility of your accommodation, your bed base could be an important area to consider.
Sustainability is a major consideration for modernday guests looking to book accommodation, and there is no doubt that accommodation providers will need to continue to embrace an ethos of sustainability.
Mattress waste is a rising problem with 1.8 million mattresses discarded in Australia each year, creating 22,000 tonnes of landfill. To counter this, manufacturers are beginning to work with more natural materials to reduce their environmental impact.
However, when it comes to hospitality beds, one of the most important factors in ensuring you are reducing your environmental impact is by investing in quality.
“When it comes to investing in new mattresses, looking for quality is important,” Mr Pearson said.
“Not only will quality bedding improve guest experience and allow guests to achieve restful and rejuvenating premium sleep that unlocks the best version of themselves, but it will also give the mattress a better lifespan, which is both financially and environmentally sustainable.”
For any accommodation provider, bed comfortability is key. A poor night's sleep in uncomfortable bedding can be a dealbreaker for guests, who will remember your accommodation for all the wrong reasons!
In fact, a recent survey of hotel guests found that 80.6 percent cited a comfortable bed as the single most important feature in a hotel room.
For comparison, 5.6 percent said a good view from the balcony was the most important feature, while 5.1 percent listed attentive customer service.
When it came to getting a good night's sleep, uncomfortable pillows, a lack of pillows, and poor duvet quality were all listed as issues leading to sleep disturbances.
In this feature, we'll delve into the latest trends and styles of bed covers and discuss the importance of finding the perfect balance between durability and comfort when selecting commercial-grade options.
Unlike domestic bedding and linen, trends in hospitality bedding generally stick to classic tones and quality materials.
Manager of Jason Commercial Vicki Lugg said the biggest trend within hospitality bedding at the moment was a renewed focus on local products.
“With the huge escalation in freight costs through COVID, there has been a definite trend for Australian-made products. We have invested in new machinery and technology in the past two years and are now proudly making Australian-made pillows and quilts,” Ms Lugg said.
“Also important for businesses is easy-care bedding, freeing up staff.
“Products need to be easily launderable and quick drying,
with minimal ironing and maintenance required. A good blend of natural and manmade fibres offers a great balance to achieve ‘easy-care’ housekeeping solutions.”
Australian Linen Supply National Sales & Marketing Manager Helen Hurst said that while COVID had affected many aspects of the hospitality and tourism industry, trends in bedding had been largely unaffected.
“The style is still the same, many hotels are still using satin stripe triple sheeting,” Ms Hurst said.
“The biggest change we saw during and after COVID was the increase of sales in mattress protectors, both standard and waterproof, and our product design of the quilt protector, which is a fabulous item to use when triple sheeting.”
With chain stores now offering bedding at competitive prices, it may be tempting to look to the retail market for your next bedding purchases. However, the quality of commercial bedding means it remains the best choice for the needs of the accommodation sector.
“Commercial quality bedding and linen are engineered to withstand a daily or frequent washing cycle at high drying temperatures,” Ms Lugg said.
“Therefore, it needs to be more robust than domestic quality products. Commercial products are tested and guaranteed, allowing a longer lifespan.”
Ms Hurst said ensuring commercial quality also needs to extend to guestroom towels.
“We use much stronger yarns to produce both our bedding and towelling, as the products need to be able to withstand harsh continuous washing,” she added.
When it comes to trends in design, each accommodation operator will have different taste and aesthetic goals with their bedding. However, a few well-done design choices can go a long way in helping to exceed guest expectations.
Ms Hurst said that in caravan parks there had been an increased request for coloured and patterned comforters. Additionally, crinkle-look bed covers were becoming a popular choice both from an interior design perspective and to reduce the workload for staff with no ironing required.
But guests will always continue to appreciate a classically well-made bed, with Ms Lugg saying that a firmly made bed never goes out of style. For a pop of colour, she suggested including coordinating bed runners and cushions.
She added: “Everyone expects the best possible value for money, no matter what the rating or level of their property is. Making sure you choose the correct bedding for your property will help you meet the expectations of your guests for a comfortable and relaxing stay.”
A cosy blanket adds a luxurious feel to any guest’s stay. Perfect for snuggling under to watch a movie, or an essential if your accommodation is located in an area known to experience cold snaps.
Ms Hurst said a key consideration when purchasing a blanket for an accommodation setting, was ensuring it will be easy to launder. She suggested luxurious ultra plush microfibre blankets were a popular choice with both guests and the housekeeping team as they have a luxurious feel but are also easy to wash and dry.
Ms Lugg echoed the sentiment that any blankets must be easy for the housekeeping team to clean and dry within a timely manner.
“A great blanket must offer what the guest is expecting;
warmth, weight, comfort and texture,” she said.
“Depending on the climate in your location and the temperature of your rooms, choose a blanket to suit your budget and requirements.
“Make sure it is easily launderable, as blankets can hold up to five times their weight in water and can be bulky to wash and time-consuming to dry.”
For all areas of the hospitality and tourism industry, sustainability is a major focus.
When it comes to bedding, Ms Lugg suggested choosing natural fibres was a simple way to reduce your environmental impact, with natural cotton and bamboo proving a popular choice.
Ms Hurst said that Australian Linen Supply was working towards developing a recycling system for old textiles to help accommodation operators meet their sustainability goals.
“The process will be to shred the textiles, separate the polyester from the cotton, wash and dry thoroughly, to then either turn the textiles into pellets or powder, both items can then be produced into more textiles or other products.
While Ms Hurst said the system was still in development, she hoped when operational in the future, it would help reduce the volume of textiles ending up in landfill.
The recent refurbishment of a Great Ocean Road boutique accommodation not only breathed new life into a classic Victorian motel but also injected fun, warmth, and an “always sunny
Sunnymead Hotel co-owner
Damien Cerantonio took over the property and began refurbishments in April 2022, welcoming guests in December 2022. More recently its transformed conference space, now Santara Restaurant was revealed along with the new Indie Spa, which was once its manager’s residence.
Hotel Marketing Coordinator
Lucy Cameron told AccomNews: “We took inspiration from Australia's love affair with the classic ‘beach vibe’ motel to create a highly desirable destination while reinventing the nostalgic road trip holiday.”
To do this, the whole property underwent a significant rebrand, from new signage and fresh exteriors to the “Palm Springs-inspired” landscaping and a refreshed outdoor pool area that showcases a new fire pit, pizza oven, and the new Sunnies pool bar.
‘Nostalgic beach motel’ was the design inspiration, and the hotel’s interiors feature a
distinct and joyful colour palette, retro-inspired furnishings, funky velvet swivel chairs, patterned bathrobes, and fun card games.
“We are especially proud of the refurbishment of all 20 of our guestrooms and ensuite bathrooms," said Lucy. "Our guests now enjoy smart TVs, comfortable beds, modern facilities, bespoke amenities, a curated local mini bar, and local bathroom products.”
The clean and classic guestroom décor is complemented with splashes of sunny shades of yellow and orange, adding richness and personality to cooler neutral tones. A central feature of the room is the luxurious bed, adorned with classy white quality bed linen supplied by Jason Commercial.
Lucy said: “Jason Commercial supplied the mattress protectors, fitted, flat and top sheets, pillowcases and pillows. Our housekeeping manager had worked with them for several years and always found them to be timely, efficient, and extremely helpful. They ensured we met our opening date, and the high quality of their products exceeded expectations.
She added: “We believe design is in the detail, it’s the small thoughtful touches throughout our hotel that create memorable experiences, and we are beyond excited to share our sun-filled hotel with guests so they can make wonderful memories.”
feel”.Image courtesy of Jason Commercial
When it comes to first impressions, cleanliness is an essential component. And having a sparkling clean floor can be just the ticket to getting guests to take a shine to your accommodation.
Regardless of how often you mop and vacuum your floors, high-traffic areas are bound to look a litt le worse for wear. Especially in an accommodation sett ing with luggage constantly rolling across the floor!
And a clean floor is not just for aesthetics, although often overlooked for other ‘high touch’ areas in COVID-19 prevention, ensuring your floor is thoroughly clean is essential in stopping the spread. And it’s not just COVID-19 that you need to be concerned about, with a 2022 study finding that floors are one of the most unhygienic areas in domestic sett ings. The study involved swabbing multiple areas of homes to see where germs are most
commonly located. 100 percent of the floors swabbed tested positive for a bacteria called Pseudomonas aeruginosa. Microbiologist Jonathan Hughes said the bacteria was commonly found in soil, water and plants and can cause infections.
“Bacteria such as Pseudomonas aeruginosa and fecal streptococci end up on the floors of our homes mainly from the soles of our shoes,” he added. Not only do they provide an additional level of cleanliness, but floor scrubbers are also able to clean significantly more square footage per hour, helping to speed up the entire process. For staff, the added assistance of an industrial floor scrubber can make their job easier and save precious time. While floor scrubbers clean the floor, a polisher can help give your space a luxury feel. Polishers work to create a smooth surface with a glossy wet-look finish that is sure to catch the eye of your guests. If your accommodation’s floor is looking a litt le worse for wear, investing in a floor polisher
could be just the ticket to reinvigorating the space.
To help you learn more about the current market for floor scrubbers and polishers, AccomNews spoke to Godfreys General Manager, Commercial, Daniel Pisaniello about the key considerations when looking to invest in a floor cleaning machine for your accommodation.
What are the latest trends in floor cleaning machines?
"Efficiency is the biggest driver for most people. They want to know that their new floor cleaning machine will deliver excellent results, in less time and for less money.
"As a result, there is a huge
focus on efficiency and environmental features. Things like eco-modes that reduce energy consumption, intelligent automatic flow systems that control and optimise the distribution of cleaning solution and stopstart systems that mean when you come to a halt, so does the flow of water and solution.
"These features reduce cost and wastage and help you get more from your cleaning operations.
"In terms of scrubbers and polishers for the accommodation sector, there is a big focus on noise levels. Guests are looking to relax and enjoy their stay, and a noisy scrubber is a sure-fire way to disrupt that. So, finding a powerful cleaner that is quiet is hugely important."
Finding a powerful cleaner that is quiet is hugely important
But with a wide availability of diff erent styles, it can be overwhelming to choose the right type of floor polisher that suits the needs of a property.
"Get a really good idea of your space and environment. This includes not only the basics like what floor types you are cleaning and how many square metres, but also more specific environmental factors.
"Do you need your cleaner to be quiet and not disturb hotel guests or are noise levels not a concern? What about the risks of things like wet floors and power cables? Are you cleaning wideopen halls or having to reach into tight and difficult spaces?
"Diff erent machines cater to diff erent-sized spaces, and a variety of environments. So, the better understanding you have of your space, the more you can narrow down your options and purchase the machine you need."
"Look at what your biggest issues are, and then what features can best address those. Most machines off er pages and pages of features, but by knowing what problems you
want to address you can better see which features address those particular concerns.
"A good place to start is by figuring out how many square metres the machine is suited for, but other important considerations are things like noise levels and energy consumption, and whether there is an eco-mode that can reduce these further.
"Thoroughly cleaning right to the walls and corners is also essential, so look at things like the scrubbing width and whether there are side brushes designed to get right to the edges. "Additionally look for features that improve manoeuvrability, like the turning diameter and the size and design of the machine."
cleaning anywhere, anytime
The Innova range from Comac features easy-to-use ride-on floor scrubbers designed for large-scale cleaning jobs that require manoeuvrability in even the most congested areas. While offering a high level of clean at the quietest of noise levels
As environmental concerns and guest expectations rise, accommodation owners and managers need to implement sustainable practices that don’t detract from the guest experience.
According to a study by Hospitality Net, 90 percent of travellers look for sustainable options while on holiday. In fact, two in five respondents said they have avoided a travel destination or transportation option due to scepticism that the commitment to sustainable practices was real.
Traditionally hotel toiletries were provided in miniature, single-use bottles. This desire
for a clear commitment to sustainability may mean it is time to consider alternate options.
Ecomenities director Claire Hanley said reducing waste was high on the agenda for the accommodation industry.
“Anyone who has stayed in a hotel will know that the industry is a waste juggernaut, but there has definitely been a shift in
the last few years to more sustainable practices,” she said.
“For accommodation providers wanting to become more eco-friendly, it’s a good idea to look at the easy-to-introduce options first, things that won’t cost a lot, and can be implemented with no fuss.
“Plastic wrapped single-use and single-serve items are
the most waste producing and the easiest to change.”
However, making the jump to a new system for toiletries can be daunting, especially as many recall the unsightly and clunky soap dispensers of years past.
There is a move away from portion amenities to dispensers said Swisstrade principal Peter Weingartner. He advised: “It’s wise to stay ahead of legislation, which is quickly banning plastic items from Australian hotel rooms. High on the hit-list are guest room accessories and rubber slippers, for which there are some very good alternatives available.”
On the move to dispensers, he said: “while they were once frowned upon, they are now considered the industry standard for their clear commitment to sustainability.
“The easiest and most costeffective way to demonstrate environmental leadership, is to transition from single-use plastic to products made from natural, renewable raw materials.”
Whether you’re a caravan park with a community feel or a luxe accommodation provider with all the bells and whistles, it can be difficult to know where and how to begin the journey to dispensers.
Christina Fedders, founder and managing director, Design Stuff Group said shifting from single use packaging can be implemented very easily by all.
She said: “Investing in refillable (plastic, metal or glass) bottles for hospitality venues and offices is not only a simple eco-friendly practice but can also elevate interior spaces, considering the range of brands and bottles available.”
Ms Hanley said investing in quality was key.
“There is an initial upfront cost in getting bathrooms set up but when you choose high-quality options they should last for years,” she said. “Ideally, set up costs should be repaid in reduced operating costs within 12 months.
“Look at how much you are spending currently on toiletries. If you are spending $1 per day, per room it’s a huge annual expense, so consider investing $150 in a
quality dispenser that will be paid off in six months - your ongoing room costs will plummet.”
For Mr Weingartner, factorysealed dispenser systems are the way to go.
“With high labour cost and a shortage of staff, refilling pump dispensers can turn out to be more costly than expected,” he said
“Contrary to that, the latest factory-sealed dispensers offer great cost-in-use savings, guaranteed hygiene and a fuss-free replenishment process while being fully recyclable.”
When it comes to cost, Mrs Fedders advised to consider product design.
She said: “Choose a soap dispenser holder that is made from durable and quality materials. In doing so, venues will not need to replace or repair their hardware. This plays a huge role in having a sustainable footprint and reduces the turnover of fittings and fixtures. The key is not only in selecting a product that translates aesthetically but is durable and can stand the test of time.
“Hospitality amenity dispensers also need to offer flexibility in the sense that they can hold more than just one product. To create a more sustainable and cost friendly solution over time, I suggest finding products that reduce single use waste, provide longevity through quality materials and focus on form and function.”
With its innovative magnetic lock function, our lockable bathroom ammenities provide secure and convenient dispensing, reducing the risk of tampering or accidental spills. Available now at trade rates in 300ml and 500ml single, dual, or triple con gurations.
www.designstu .com.au
She said there has been a rise in the popularity of refillable products and “they can offer a decent cost saving”.
Choosing the correct dispenser system and provider is a big consideration when choosing to ditch the disposables!
For Ms Hanley, deciding on the best system is all about knowing your guests.
“Consider your target market and what their expectations are,” she said. “Luxury high end dispensers are now seen as a must for any business that cares about the environment.
“And guests love to read what is in the bottle without reading glasses (a problem with mini soaps) so remember to have large labels!”
And if you’re committed to
investing in a dispenser system, consider personalising it to suit your accommodation.
Some systems allow you to put your own brand or logo on the dispenser, or even create a bespoke fragrance for your toiletries!
Mrs Fedders said: “Some hotels use their soap dispenser holders as a branding opportunity by producing their own bottle label for products sourced from local companies. In doing so, venues can create a true branded experience for their customers, simultaneously having the options to sell them on their own ecommerce platform.”
With COVID-19 remaining a threat, the cleanliness of dispenser systems may pose a concern for accommodations considering the switch.
Mr Weingartner said that factory-sealed dispensers are
shown to be very safe and the most hygienic solution. He warned that with refillable systems, accommodation providers must closely adhere to manufacturers guidelines to ensure that hygiene is upheld and prevent contamination.
Ms Hanley said that with staff education and training refillable options are a safe and hygienic option.
“Cleaning dispensers is super easy,” she said, “and should just be part of the bathroom housekeeping routine, the same as the taps or door handles.”
Mrs Fedders agreed, she said the best practice for maintaining a high level of cleanliness is to wash the liquid containers regularly. She recommends “establishing a rotation of product bottles so that it allows a maintenance team to replace, clean, refill and repeat the process without needing to discard bottles regularly”.
She said: “When looking for liquid refills, it’s important to find an easy-to-pour method so that it reduces any spillage.”
And finally, all three experts agreed that moving your business to a more sustainable model needs to be holistic.
Mr Weingartner said: “There are many opportunities to showcase sustainability in a guest room. From slippers made from flax linen to plastic free dry amenities and Fair-Trade certified tea and coffee.
“Since all these elements are highly visible, guests immediately appreciate the operator's commitment to sustainability without it costing the earth.”
Mrs Fedders said the sustainability concept should be adapted to other kinds of amenities such as tissue dispensers, toilet roll dispensers, sanitiser dispensers and cotton pads storage and dispensers.
“When making a choice about which amenity dispensers are going to be worthwhile, it’s essential to consider your guests' experience.”
Ms Hanley added: “It’s super easy to reduce plastic waste, and often just a case of changing the way things are done.
“First look at where the waste is being generated. Then sit down with the associated staff and work out a way to remove plastic waste from the areas where they work.
“And don’t worry too much about what guests will think about change. Many are glad to see the back of individually wrapped items. No one has ever not booked a hotel because they serve breakfast jam in a bowl rather than a single serve plastic packet!”
It was obvious that the event organisers deliberately created a dichotomy in the "Design" section of NoVacancy Expo & Conference 2022.
A variety of colours, the furniture, the lighting, the spacing, and the mood set by the saxophonist in his black attire and dark sunglasses entertaining us with an amazing catalogue of Blues tunes.
Great interior design leaves such an impactful impression in the minds of the guests adding subconsciously to their experience throughout their stay.
No doubt a justification for the vast capital expenditure that the hospitality industry invests in, with the goal to attain these sentiments within their guests.
The production of all these products requires a great deal of resources and materials, which undoubtedly leaves a negative impact on our environment.
As a result, an increasing cohort of the hospitality industry is therefore looking at adopting more eco-friendly practices with sourcing and designing their hotel furnishings.
However, these change agents face numerous challenges including traceability together with managing certification costs for all stakeholders involved with the supply of those furnishings.
Therefore, it is imperative for the industry to find innovative solutions that prioritise sustainability but at the same time minimise as many of the associated costly hurdles. These obstacles often discourage hotels from pursuing this essential strive towards
sustainability. Challenges mentioned by all three panellists speaking on the topic of “Successful and sustainable refurbishments in hospitality” last year at the Novacancy Expo, including Rick Whalley (CHADA), Jeremy Bull (Alexander & Co) and Adam Arnold (Built).
The latter company now has sustainability built into everything they do including launching a new guide highlighting their stride towards moving to a circular economy. A beacon amongst the Green Building Council of Australia and The International WELL Building Institute
In an industry where furniture packages are chosen based on budget restrictions, the prospect of incorporating
even a single piece of sustainable furniture can send costs spiralling. How can we ensure that hotels aren't greenwashing their sustainability efforts and are truly committed to the cause?
One potential solution lies in collaboration. Hotels can partner with local artisans and eco-conscious suppliers to source sustainable furniture, thereby supporting local economies and reducing the environmental impact of transportation.
By fostering these connections, hotels can ensure transparency and traceability in their supply chains. There are even other innovative solutions using the blockchain that are slowly being adopted to help with this traceability issue. Another
approach would be for hotels to invest in modular, multifunctional furniture that can be easily adapted and repurposed as needed. This strategy not only reduces waste but also allows for a more cost-effective investment in hotel designs.
Using a platform like ASPIRE, which I’m currently doing some work for, allows those hospitality institutions to trade their furnishings instead of dumping it into our landfills after each redesign.
Their new ASPIRE+ now even allows those hotels to calculate, certify and communicate their carbon footprint savings automatically and affordably.
Yes, the road to purchasing sustainable furniture is steep and challenging. But the rewards are worth every penny. As more and more consumers become environmentally conscious, hotels that prioritise sustainability will ultimately win their hearts.
The pursuit of sustainable furniture in the hospitality industry is a necessary and urgent endeavour. By embracing innovative solutions, fostering collaborations, and advocating for change, we can ensure that hotels genuinely commit to sustainability, and not merely greenwash their efforts.
Door lock solutions:
Guests want to feel safe and secure when they travel, they want to be assured that an accommodation has employed the highest quality security measures. The latest in high tech door lock systems are designed to strengthen security and enhance convenience for both staff and guests across a property. Most importantly they provide guests with reassurance that their safety is a priority and their privacy respected, they also appreciate the elevated level of comfort and personalised experience that the new systems off er.
Today’s smart door locks can be operated using smartphones and keycards. The system typically uses wireless technology such as Bluetooth or wifi to communicate with a central server, which manages access permissions
and provides audit trails for each lock. This allows staff to easily manage access permissions, monitor the status of each lock, and unlock doors remotely, if necessary.
Some door lock systems also come with additional features such as occupancy sensors, energy-saving sett ings, and integration with other hotel systems such as room service and housekeeping. They may also be integrated with security cameras and alarm systems to provide an extra layer of protection.
Steven Barnwell Sales Manager Vintech Systems agrees that when travelling away from home a guest’s biggest concern about locks is security and reliability.
And when door locks only allow authorised individuals to enter the room, it gives guests peace of mind, reduces the risk of theft , burglary and
other security incidents. Many guests also have increased concerns about their privacy along with the security of their own personal information.
On this Michael Benikos CEO, Assa Abloy told us Cloud-based access management solutions are taking the industry by storm due to the far greater operational efficiencies and security protections that such platforms typically feature.
He said: “Cloud-based means no need for costly onsite servers, while automatic soft ware updates ensure that properties and their guests are always protected using the latest security protocols.
“Using a cloud-based access management system, means that properties can maintain the high-level security that today’s guests expect, while also ensuring streamlined operations that can live up to increasing demands for ever faster, more responsive service.”
Mr Benikos said that guests “appreciate the convenience
of not having to carry around a physical key”.
Instead, they embrace using their smartphones.
He said: “With many having to go contactless during the global pandemic, more and more guests are now accustomed to the instant convenience that such services provide.
“This is especially true with regards to check-in and guestroom access, with large numbers of guests now seeking out digital key services to avoid front desk lines after a long and tiring journey.”
Mr Barnwell agreed, “mobile connectivity is becoming more of the standard for operators and their guests. With the modern traveller not only travelling with their mobile phone for business but also pleasure it is becoming the preferred option for property access”.
He said: “Self-check in kiosks are another convenient solution introduced to assist and enhance guest experience at reception during the check in process.
More than 5OO-million guest experiences are enhanced by dormakaba hospitality products each year, making dormakaba a leading supplier of electronic locks, access and space management systems.
“The Kiosk allows guests to check themselves into their hotel without the need to engage directly with staff, this became very important globally during the health pandemic.”
Staff can easily monitor the status of each lock and quickly respond to any issues. This also helps to ensure a smooth check-in and checkout experience for guests.
Modern door lock systems can be customised to suit individual guest preferences, such as allowing them to choose their own PIN codes or granting access to specific areas of the hotel.
Mr Benikos said: “In addition to addressing guest demands for improved convenience, mobile key technology also allows businesses to better cater to expectations for a personalised service. With today’s guests overwhelmingly valuing the ability to influence how their stay unfolds on their terms, mobile key solutions significantly provide them with the opportunity to decide how they wish to interact with property services from the moment they first arrive.”
He said: “More robust solutions can also be integrated with third party systems such as room thermostats or lights,
allowing guests to effortlessly control virtually any aspect of their stay with just a few swipes on their personal device.
“For guests desiring greater convenience, the latest advances in mobile key technology now even provide the ability to use and store keys within digital wallets located on a guest’s personal device.”
Mr Barnwell said that guest room management and energy management is another “wow solution” that provides a programmed environment for guests.
He said: “Programming to the in room RCU (Room Control Unit) or directly to the Smart Thermostat allows for automated energy and environmental control increasing guest comfort, while also providing significant energy and infrastructure savings.”
Mr Barnwell explained: “Voice assistant and guest room concierge allows the guest to verbally control IPTV, lights, blinds, and air-conditioning.
“This technology is a perfect way to promptly manage all low-end requests such as, ‘what time is check out?’ freeing staff up to spend valuable faceto face time with guests.
“It can also replace the guestroom compendium,
allowing marketing and promotion of hotel facilities and services, this can also improve revenue, and be completely customised to the property and brand.”
There is a universal industry need for high-quality door locks said Mr Benikos. “Regardless of a property’s size or guest demographic, businesses find that travellers today routinely expect service that’s faster, more convenient, and able to be personalised without coming at the price of a reduction in personal safety.
“To keep pace with everincreasing expectations, you need to be aware of the most recent advances in door lock technology and the latest security standards while also providing unique opportunities to enhance the guest experience.”
He added that upgrading to provide guests with mobile key capabilities “doesn’t have to involve a cost-prohibitive or complicated process”.
“By working with a reputable security access solutions provider, options do exist to ultimately adopt mobile key functionality in budget-friendly stages. When deploying future-proof and scalable door locks, for example, properties can later activate digital key
services, once demand for the feature becomes widespread among their guests and without first requiring the expense of replacing existing hardware.”
Mr Barnwell said: “If you are looking at new locks, whether for a new build or a renovation its essential to consider “quality, security and longevity, backed with a complete after sales support, 24 hours 365 days a year”.
Modern door locks do not need to be bulky and commercial looking, according to Mr Benikos. Instead, there are “minimalist, well designed alternatives capable of seamlessly blending in with any property style while still featuring the latest in security protection and functionality”.
He said: “These more adaptive and technologically advanced door lock solutions often only consist of a sleek RFID/BLE reader that is visible to guests, which itself can frequently be custom-tailored with a property’s unique brand colours and logo. With a wide range of door handle options to also select from, industry businesses can now effortlessly ensure the adoption of a solution that accentuates rather than detracts from their property’s specific style.”
Designed according to the most demanding ANSI grade 1 standards, VingCard’s electronic locks are tested to more than 1 million openings. Based on a heavy-duty mortise lockcase and a solid escutcheon, the lock is as solid as it is secure. Stainless steel handles fastened on the inside of the escutcheon with self-lubricating long life bearings ensure maximum security and a true quality touch and feel.
The modular construction makes it easy to change and service parts without changing the complete lockset. Due to our future-proof philosophy the lock soft ware can be upgraded in the field at any time when needs change without changing or removing any hardware.
Mobile Access offers guests a whole new hotel experience. Depending on the solution deployed they can reserve and book their room using their mobile phone or device. They can then use the phone to check in and check out.
Mobile Access technology facilitates one-toone communication with the hotel guests, ultimately driving
customer loyalty and revenue. Together all the benefits of Mobile Access lead to enhanced hotel image and guest loyalty. This, creates more efficient operations that reduces cost driving revenue, improved profitability and increased competitiveness.
When guests arrive, guests can go straight to their room using their own smartphone to open the door. No need for keys or keycards. There is no need to wait in a queue at the front desk after a long journey. This seamless experience is secure, convenient and saves everyone time.
Engineered using a combination of advanced security and guest enhancing technology, there’s more than one reason why VingCard Novel represents the future of electronic locks for hospitality. VingCard Novel is an aesthetically attractive product with modern and powerful electronics that is ready for enabling our Mobile Access and online technology when our customers require it. With sustainable manufacturing materials, reduced weight and packaging volume, plus an optional charger for battery-free operation, VingCard Novel takes its responsibility of protecting the environment seriously.
VingCard Allure is a designers’ dream. Unique design and exceptional features make Allure more than imagined. Its appearance is not like traditional locks and it is more flexible than ever before. Appearance and functionality can now be chosen based on specific needs and desires for the property.
Both Allure Grand and Solo support Mobile Access and can be ready to use simply by adding our BLE module.
VingCard Essence revolutionizes the electronic lock industry by housing all lock components, including the reader and mobile access board, inside the door. Reaching the maximum minimalistic expression, it is the true essence of an elec¬tronic lock. VingCard Essence is always delivered as Mobile Access ready. With the Mobile Access board included inside the reader, your property is ready for using mobile phones as guestroom keys when¬ever needed.
For more information on these and other products and services we have on off er please contact ASSA ABLOY Global Solutions Australia on 1300 796 233, email: australia@assaabloy.com or visit https://www.assaabloyglobalsolutions.com/en/hospitality-solutions
At ASSA ABLOY Global Solutions, we’re dedicated to re-imagining how people move through their world – and as the world leader in hotel security technology innovation for over 40 years, we secure millions of hotel rooms around the globe with our industry-leading brands, VingCard and Elsafe. With integrated software platforms, as well as advanced mobile access and location solutions, we help our customers enhance the hotel guest experience while maximizing security and improving operational efficiency.
Tel.: 1 300 796 233
assaabloygobalsolutions.com
au.globalsolutions@assaabloy.com
Few people embrace the great outdoors like we do in Australia.
Winter, summer, autumn or spring, the Australian bush, beach, mountains and deserts offer vistas, lifestyle and ambience that few places around the world can match.
The patio and poolside are the perfect places to savour the great Australian outdoors, and while most people buy patio furniture based on the way it looks, there are many other important considerations for the managers of hotels, resorts and holiday parks.
The right type of outdoor furniture can create an unforgettable holiday experience for guests. Everyone loves to sit outdoors to enjoy the scenery and the sun. Managers should make the outdoor feel of their properties as welcoming as their rooms. Space is a crucial factor.
Furniture for an apartment patio obviously involves very different considerations than a large poolside area.
Managers must consider how the type of outdoor furniture will harmonise with the exterior of a property and the interior of the rooms. They should also consider the durability of the furniture and how much maintenance will be needed to ensure it remains in great shape.
Dennis Clark, the renowned Gold Coast hotel designer, says it’s vital that properties maintain a theme throughout and move with the times. Owners and managers need a clear vision of the environment they want to create with their choice of outdoor furniture, because it will have a big impact on the overall theme of the property.
Regardless of whether every room has a balcony or if there’s a large garden for everyone to enjoy, guests love to be outside to enjoy the sun and sip their drinks.
Outdoor furniture needs to reflect what an establishment is all about, whether it be classic white, contemporary, sleek metal, or zany and colourful.
The colours and designs that managers choose should tie into the rest of a property’s feel so that guests receive a seamless design experience regardless of where they are sitt ing. Otherwise, it can create a jarring result that doesn’t sit right.
Its eff ect on outdoor furniture can have a big bearing on what managers choose.
If the chairs and tables are made from wood and left outside in the wind, rain, or even snow, it can increase rot.
If placed somewhere that sees the sun for most of the year, then it’s not such an issue, unless the furniture is metal, which can become as hot as a barbecue grill in the Australian summer sun.
Jason Condon, Proprietor, Daydream Leisure said: “Hospitality outdoor furniture must be durable, made to withstand the elements. Resin, polypropylene or aluminium are the materials of choice but purchasing decisions should be based on value for money, durability, and low maintenance.”
Materials such as wood and iron will need a lot of care to ensure it looks good all year round.
Dean Gesterkamp from Kudos Outdoor Furniture, Australia recommends using “new polypropylene because it is long lasting, tough and inexpensive”.
He also stressed the importance of shade and said, “Outdoor spaces that offer shade are popular among guests, especially in tropical climates.”
Pergolas, and shade sails are effective but wide, colourful umbrellas should also be considered.
Not only do they help protect from sun and rain but when matched with funky chairs can provide guests with great Instagram opportunities and the accommodation with social media exposure.
“Comfort is key’, according to Mr Gesterkamp. He explained hard seats can be unpleasant, especially for older guests. Guests often prefer lounge chairs, armchairs, and sofas that are cushioned and provide support for their backs. And if it’s a beach property, sun lounges are an absolute must, as guests will want to laze around on them. It’s best that they have wheels and be easy to manoeuvre. Good quality hard-wearing outdoor cushions can be a welcome addition to add comfort, texture, colour, and style.
Mr Condon advises that “cushions should be a highgrade synthetic canvas”.
He warned: “Beware of the zips, fill and inner linings. Make sure replacements can be procured.”
Overall, hotel guests appreciate outdoor furniture that is comfortable, functional, and stylish, and that allows them to enjoy the outdoor environment in a relaxing and enjoyable way.
Think about offering tables of different sizes, small ones for couples and larger ones for families, and make sure they are not placed too tightly so guests need to squeeze around each other, or waiters have difficulty serving food and drinks.
It's a great idea to provide outdoor furniture that can be easily moved and rearranged. Modular sofas, ottomans, and chairs that can be arranged in different configurations will cater to the seating needs of various groups of guests and also create the perfect ambience for different events. For staff and guests to easily move furniture around, remember to think about size and weight.
Today many accommodations are creating outdoor spaces that feel more like indoor living rooms, with comfortable sofas, coffee tables, and even outdoor rugs. This trend is designed to create a cosy and welcoming environment for guests to relax and socialise.
Outdoor furniture with bright and bold accents, such as cushions, throws, or umbrellas, is becoming increasingly popular. This trend adds a pop of colour and personality to the outdoor space and can help create a fun and lively atmosphere.
Fire pits, outdoor fireplaces, and other fire features are becoming more common in hospitality
outdoor spaces. Not just for cooler days and nights but to add warmth, ambiance, and beauty.
Products made from acacia wood and bamboo are environmentally friendly, since both grow extremely quickly. Acacia doesn’t need fertiliser and rarely needs pesticides while the tensile strength of bamboo makes it stronger than steel. Both are among the best trees on the planet for absorbing carbon dioxide.
As time goes on, trends change and new ones likely to emerge as accommodation providers look to create a point of difference.
Guests will expect even more inviting and memorable outdoor spaces from their accommodation experience.
By Grantlee Kieza, Industry Reporter
So, you check into the fabulous five star big-city luxury hotel. The view from your room is stunning, the spa bath soothing, the champagne delightful. You drift off to sleep ensconced in the lap of luxury and comfort…
Then at 2am a siren from the street below almost scares you to death! Your heart rate just gets back to normal at 4am when the couple in the next room stagger home and to a chorus of slamming doors have an argument that lasts until 5am. At 6am a jackhammer shakes you from your bed. Few experiences destroy a hotel’s reputation more savagely than reviews about noise.
A property can boast the most beautiful furniture, décor, vistas, and service, but if a guest’s sleep is disturbed, it can be goodnight for repeat business.
Excessive noise can ruin the guest experience, and forever stain a property’s reputation.
The typical noise problems
for hotel guests come from traffic, construction, and loud neighbours in the room next door, and these problems are amplified if the guest has checked in with a bout of jet lag after a long flight.
Effective noise control though, means that hotel managers can sleep soundly in the knowledge that their guests will be talking about their peaceful and enjoyable stay, aware that word of mouth makes the biggest noise in the accommodation business.
Adrian Lafleur, who started a business called Magnetite 25 years ago, has specialised in soundproofing through double glazing for the last two decades. His company has been flat out in recent times soundproofing properties either side of construction zones in Sydney as new tunnels and
roads make it onto the map. At the moment Magnetite is working at PARKROYAL at Sydney’s Darling Harbour, adding soundproofing through double glazing to the existing 370 windows.
“We’ve been completing the project in two phases,” Mr Lafleur said. “We started before COVID and restarted in January this year. We will probably be about two and a half months on site.
“The hotel is right on Sydney’s Western Distributor, and you get a fair bit of foot traffic down below as well. Because it's a working hotel it's not like we've got free rein and can come and go as we please. We can only work on a certain number of rooms at a time so that they can retain occupancy. We are working with the management
to get one floor ready at a time and they pick and choose the rooms that we go into each day.”
The problems of noise affecting sleep quality are so great in European cities that the World Health Organization has established Night Noise Guidelines, which outline the potential risk to human health of constant noise and disrupted sleep.
For existing hotels, a good time to install noise reduction products is during renovations. The areas that can be subject to soundproofing include:
• Windows: Adding double glazing.
• Floors: Adding soundproofing underlay.
• Ceilings: Using decoupling methods (dual-layered drywall) and noise dampening ceiling tiles.
• Doors: Changing to solid-core heavy doors with seals, and doors that don’t slam loudly.
• Walls: Adding insulation between walls, using soundproofing paint and installing noise dampening wall panels.
Noise makes a huge difference when it comes to people's comfort
There are even more advanced methods of reducing noise. In 2011, Premier Inn pioneered a new design of “floating bedroom”, at its hotel in London’s Leicester Square, which had a popular nightclub on the ground floor. In this literally ground-breaking design, each bedroom became an independent box with no contact with neighbouring rooms. Walls and ceilings were also given acoustic linings, and windows quadruple-glazed.
Holiday Inn Express hotels in the United States now use a special internal sliding door to cut noise from hotel corridors, and they have also installed new beds with noise-reducing headboards which can cut noise by about a third.
Hotel chains such as the Hyatt, Marriott, and Ritz Carlton, also offer guests at some of their properties the use of a white-noise machine to drown out external sounds.
We know that providing comfort is the core of what you do – and what would be a better way to define comfort than “a good night’s sleep”?
Double-glaze your windows to create peaceful and quiet rooms, ensuring your guests get the sleep they desire, and you get more positive reviews and bookings.
Magnetite offers a range of secondary glazing systems that boost the performance of existing glazing to reduce noise and heat gain or loss, providing a more comfortable indoor environment. For new buildings, the benefits of double glazing can be easily justified, but it often seems a more daunting task for refurbishment projects. Magnetite’s secondary glazing solutions allow
existing buildings to reap the same acoustic, thermal, and economic benefits.
The PARKROYAL Darling Harbour in Sydney is retrofitting its existing single glazed façade with Magnetite to reduce the noise from the nearby highway and the buzz of pedestrians, providing the best possible level of comfort for its guests. Magnetite’s slimline profile fits neatly with each of the 370 existing windows, to maintain their expansive view while reducing the maximum amount of noise.
The hotel has remained operational throughout the installation, with rooms returned to service the same day.
For more information contact Magnetite on 1300 738 763 or visit www.magnetite.com.au.
Magnetite specialises in the installation of a secondary internal system to complement the existing windows to soundproof rooms.
“We've done a lot of testing on the product and generally we're getting from 50 to 70 percent noise reduction,” Mr Lafleur said.
“So, it is very effective. Generally, you find in hotels because they are multi-storeys, they're a pretty solid build. It's not like houses where sometimes you can have thin walls. Most of the noise in hotels is coming through the windows so our system creates a dramatic difference.
“We do a lot of installations in existing hotels, so management doesn’t have to change the windows and they can stay operational while we're doing the work.
“We install secondary timber windows and secondary aluminium windows in the more traditional style motels that have windows that open.
“Sometimes we install secondary doors.
“But we also have our proprietary system that we use that works great when you have windows that are large, fixed panels. Our framing is quite slimline and we use magnets to click in the second layer of glazing.
“In all situations we're trying to create a good air gap between the existing window and the system we put in. It’s that air gap that gives you the soundproofing and the bigger the gap the bigger the noise reduction.”
Magnetite performs soundproofing in all kinds of
properties from residential homes and motels to major hotel chains.
“It’s not a problem for us if it's one window or 600,” Mr Lafleur said. “I started the business 25 years ago with my brother.
“We’re originally from Ottawa in Canada and we knew about double glazing from the temperature side. We thought most of our work would be to keep houses warm.”
He said the Sydney Airport Noise Amelioration Program in the late 1990s brought a big focus on the importance of noise reduction in people’s lives.
“The demand for noise reducing double glazing was pretty much instantaneous. In places like Canberra we still do a lot of thermal protection but we have offices around Australia and most of our work in the cities involves noise reduction,” Mr Lafleur said.
“Traffic noise is the big one for us to overcome, but we also work on properties that are having trouble with construction noise. We just did work at the Marriott at Circular Quay in Sydney. Their conference rooms are right across the street from a building that is being knocked down and rebuilt over three years. Train noise is also a problem for a lot of accommodation properties near railway lines.
“The work we do is very important because noise makes a huge difference when it comes to people's comfort. “And when people check into a hotel, comfort and a good night’s sleep are their main priorities.”
By Sarah Davison, Industry Reporter
Refreshing your guestroom furniture is essential to keeping your accommodation looking fresh and modern and comfortable for guests. However, making design decisions and furniture choices can be a daunting task. It comes with a significant financial cost to your business so it's vital you make no mistakes. Clearly refurbishing your guestrooms is an important investment in maintaining guest satisfaction and improving occupancy, but how do you ensure that your investment is responding to current design trends while remaining ‘timeless’? Will your selections enhance the style of your property and complement
the overall interior design aesthetic? Importantly will it speak to your intended audience?
The choices can be overwhelming, so we asked two leaders in the accommodation guestroom refurbishment space to share their expertise...
Hotel Interiors Business Development Manager, Kate Ifould:
According to Ms Ifould prioritising guestroom updates was essential, because allowing your accommodation to become dated inevitably leads to poorer customer satisfaction. She said: “I have seen some operators, particularly those functioning in a management rights situation, experience stress over the financial outlay involved in a refurbishment so are paralysed into inaction for prolonged periods of time.
“Their property progressively becomes more ‘tired’, rates fall, and reviews become less favourable.
“It is a cautionary tale. A fresh product that is aesthetically appealing and comfortable has a direct correlation to higher ADR and occupancy rates.”
Ms Ifould said that a general rule of thumb was to plan to refurbish rooms every five to seven years, so operators should anticipate this investment in advance.
“Industry standard is to allocate an average of three percent of the room rate generated toward a capital expenditure budget for room renovations,” she said.
“Therefore, a $100 room will cost you $3 in capital expenses per night that it is occupied.”
What is the best way to settle on a design aesthetic?
Ms Ifould said the key was remembering that hotels were often an aspirational experience for guests, meaning most people want to enjoy accommodation that is superior to what they have at home. Additionally, guestroom furniture and furnishings allow accommodation providers to set themselves apart from the competition, by creating an environment that is both
visually appealing while also comfortable and accessible.
“Good furniture design involves striking a balance between aesthetics, comfort, and functionality,” Ms Ifould said.
“It is furniture that is designed and manufactured considering guest comfort and taking into account proportion, materiality and visual appeal.
“From an operator’s perspective, good design takes into account longevity of design and robustness so that it withstands the test of time in terms of both ‘fashion’ and durability.
“Furniture is also one of the most definitive methods of creating
a product that stands out from the competition, it provides personality, reflects brand identity, and sends a clear message about the experience guests can expect at the property.”
Ms Ifould said that as an alternative to bespoke furniture, customising base furniture can provide a solution. To explain, she reflected on a real-life example of base furniture being ‘tweaked’ to offer a customised design for a client.
“We had a project in Sydney where we worked directly with the developer and their designer to custom manufacture furniture and joinery for small apartments directed at long-term stays,” Ms Ifould explained.
“Their designer sent us the items they liked, we took those and ‘tweaked them’ to make them commercially viable by slightly altering base structure and finishes. We then reviewed the floor plans to determine consistent furniture sizes, so that each item was manufactured in one or two sizes to meet the overall floor plate requirements and functionality.
“The purpose of this was to ‘future proof’ by enabling products to be moved between rooms as needed and to create economies of scale in terms of volume discount on buy price. We also inherently take into account access to rooms through stairwells, lifts, corridors, and doorways!”
Ms Ifould said there were a few key areas to consider.
“Accommodation operators are almost spoiled with choice when they go online to look at furniture, which I have observed from their perspective to be more overwhelming than exciting,” she said.
“There are certainly set ‘cookie cutter’ furniture packages available in the market, but the drawback is often that these do not take into account the individual idiosyncrasies of each property; sizes can be wrong, product off ering doesn’t reflect the brand aesthetic, commercial warranties are lacking and so on.”
Alternatively, Ms Ifould suggested seeking out a Turnkey package with a company that can work alongside you from development to installation to fully customise a solution that meets all your requirements. This allows you to develop a relationship with your furniture supplier and ensures any hiccups are dealt with in a timely manner.
Jo Street, Managing Director Furn-Niche:
Establishing a realistic budget is the first step to guestroom refurbishment success, said Ms Street.
“This will allow you to determine the scope of your refurbishment.
“Will it be a full or partial refurbishment? Will it include hard finishes like carpet, paint, and joinery, or just the loose furnishings?
“If you are only doing a partial refurbishment, try to look objectively at the space to determine the pieces that look the most tired and uninviting.
"Typically, it’s the sofas, armchairs, and cushions. Then, determine if you want to keep the same style in your hotel or if you want to introduce a new concept that harmonises with
existing furniture. Even if you are only doing a few pieces, ideally develop the full scheme so you have a plan that can be staged.”
When it comes to guestroom furnishings, ‘bespoke’ is a word that you may commonly hear. But what are the benefi ts, and is it always the right fi t?
Ms Street said the biggest benefi t of bespoke is the freedom of choice.
“It gives you the freedom and flexibility to customise your products according to your needs and taste,” she said.
“You can select fabrics, colours and certain finishes based on your existing fi tout to make your hotel more exclusive and authentic.
“While we guide you through the process, we adapt our design to suit your budget.”
Ms Street added that bespoke furniture can be an important factor when it comes to meeting specific building requirements and operators’ standards.
Ms Street said choosing timeless and commercial-grade products and finishes was essential to the success of any guestroom refurbishment. “It’s so important to use commercial fabrics and finishes, as domestic graded furnishings will not withstand high traffic,” she said.
“We recommend multifunctional products such as ottomans and desk or dining chairs for smaller hotel rooms. “Make selections that will stand the test of time and think about a cohesive look that enhances the overall look of the property and connects the rooms to the front of house and the location of the property.
“Finally remember that furniture trends come and go, and your fi t-out should last eight years.”
Increasingly, we live in a deeply digital, ondemand world. As such, the interconnected realms of web design and UX are constantly evolving and growing, and 2023 is poised to be another year of massive change.
Given the realities of intense competition and the continued expansion of digital commerce, your hotel’s website is (somewhat ironically) faced with a binary choice: keep up or be left behind. Demand for travel experiences is only ramping up this year, which means your guests’ need for a fast, intuitive, and personalised website experience is also growing. Here’s an overview of what we see as emerging website
design and UX trends hoteliers should be aware of for 2023.
Many hoteliers assume that the classic landing page or ‘home page’ of their property (the initial content that appears when a user navigates to the website) is a perfunctory throwaway; just a place to post a few photos and a short introduction to the hotel. This may be the first time a guest interacts with you. And first impressions count! So don’t think of your property’s home page as the cover of a book. Current trends indicate that users expect it to be more like a table of contents. You want guests to be able to find links to the content they need immediately, whether that’s room types, amenities, an image gallery, or a booking link.
And speaking of the booking link, it should be prominent. It’s important to remember that a hospitality website serves as your hotel’s core revenue generation engine. An optimised online presence is a powerful storefront and converts the hotel website into its most important sales channel. Since many guests are hoping to decide about where to stay quickly, they may want to skip ahead to the end of their experience not long after starting it. So having a ‘Book Now’ or ‘Check Availability’ link displayed right up top serves as a convenient call to action, and of course, that’s the action you want them to take.
Let’s face it: if your hotel is in a destination people want to travel to, chances are you’re in constant competition for bookings. This means your hotel’s website needs to distinguish your property from others in the area by offering something unique. Reason being, while it’s tempting to assume a guest will always simply opt for the lowest price, that doesn’t necessarily wind up being the case. Because of this, your property’s online presence also needs to prominently offer
what’s often referred to as a “unique selling proposition”, (or USP). In essence, that means letting your prospective guests know what sets your property apart; giving them an indication of what they can look forward to when they arrive.
This can take several forms such as location, amenities, intriguing features like themed rooms or sharing stations with food area, historic interest, or guest comforts; don’t be afraid to lean into the luxury if your hotel is a prestige property. Regardless of what makes your hotel distinct from others, it’s a certainty that whatever it is will appeal to the guests you most want to attract.
Since your website is most likely the first and most frequent avenue through which prospective guests will interact with your property (at least, until check-in) it’s crucial to foster peace of mind ahead of time. If guests don’t feel secure or appreciated, they’ll look elsewhere. Your hotel can take several steps to help build this trust.
Does your property offer secure parking, or key-restricted lobby access? That’s worth mentioning for the security
conscious. Do you offer flexible rescheduling or cancellations? It’s important to highlight this so guest can book with confidence. Even employing soft language in the copy and calming colour theory in the branding palette helps guests to feel good about selecting you. Remember: despite any available extras, the primary products any hotel offers are comfort, rest, and safety. So, the more guests understand that your hotel is their best choice when it comes to satisfying these conditions, the more likely they are to book.
Another way to build trust is via personalisation, which is shaping up to be one of the most prominent emerging trends for the future of hospitality. Guests always feel valued when they understand they’re more than just a booking. Permitting guests, the ability to customise certain aspects of their stay affords a level of warmth that will be remembered (which means thinking beyond just extra pillows or turn-down service). Many properties are now building in portals that allow guests to ‘tweak’ aspects of their stay to their liking either during, or after the reservation. By offering features like custom toiletry menus,
preferred types of snacks or beverages in the minibar, baby or child extras (cribs, changing tables or activity books) or even tickets to local attractions offered as part of a premium package, your hotel can extend a level of welcome any guest will appreciate.
Overall, offering the information your guests are looking for is all in service of a clear goal. Specifically: to earn their business. So, affording guests simple and direct ways to view the spaces you have available and make booking decisions is absolutely key. Several ways to do this align with what guests have come to expect and with emerging design and navigation trends. Among them are option comparison, clear pricing, or clean imagery. Also, sharing options; guests may want to share their search with friends, co-workers, or family; or permit guests to click an icon that designates a ‘favourites’ functionality to easily pick up where they left off any time prior to making a final booking decision.
Booking a stay at your hotel should be a direct and simple prospect for guests. Still, since making a selection is
often a multi-step process, it’s important to offer a summary of the guest’s experience prior to asking them to confirm the booking. That way, if they made any mistakes during the selection process, they have an opportunity to correct them before locking in their choices. This not only works toward further trust-building, but also saves potential hassles on the hotel end that could arise from guests needing to make changes after the fact. That means concisely reiterating information like:
• The dates of the stay.
• Type and size of room booked.
• Payment method used.
• Total of charges, and when they’ll occur (immediately, or at check-in).
• Reference number.
Overall, it’s important to think like a guest for the purposes of this part of the process. Offering a rundown of their choices and what they’re about to agree to prior to closing the transaction helps to avoid issues and confusion later.
Although hardly a new trend per se, cross-platform considerations remain key. When crafting your online presence, thinking only of how your content appears on large
screens is an understandable pitfall. Reason being websites are developed on desktop or laptop computers. However, current digital traffic statistics overwhelmingly indicate that your prospective guests are far more likely to both discover and engage with you using mobile devices. So, it’s incumbent upon hoteliers to ensure that websites are just as fast to load and as easy to navigate and interact with in a palm-sized format as they are from a desk. If your site takes too long to load, or has clunky navigation on mobile? Guests will look elsewhere, and you’ve potentially lost a booking.
Ease of experience and personalisation has emerged as the most crucial components of any online interaction in 2023, especially as it pertains to transactional traffic. Because of this, it should be a top priority of any hospitality entity to ensure that prospective guests are able to enjoy a hassle-free undertaking when navigating an online presence.
Admittedly, there are a lot of moving parts to consider when it comes to streamlining a given guest’s interactions with your website. That’s why it’s so essential to align with a partner that intrinsically understands what it takes to craft an end-to-end effective online presence.
It’s time to create a better world, one step at a time with all-natural, 100% plastic-free, biodegradable plant-based slippers your guests will love. With just three sustainably sourced materials - flax, linen and cork - used to make each cruelty-free, vegan slipper, guests can feel connected to nature even in an urban setting and float out of your property with a clean conscience knowing their luxurious footwear experience won’t leave a mark on the earth. Combining warm, natural colours with a soft, gentleon-the-skin feel and tread, Seedling Sole is the perfect choice of slip-on for ultimate comfort and peace of mind. Will you walk with us? Enquire now.
C Swisstrade P 02 9979 1500 E info@swisstrade.com.au W swisstrade.com.au
The protection of your mattresses, pillows & quilts is of the utmost importance. Always offer your guests comfortable, hygienically clean beds and bedding. Not only will bedding protection safeguard against stains, odours and dust mites, it will also ensure the longevity of your pillows, quilts and mattresses. Jason Commercial offer an innovative range bedding protection - Eva Clean. Eva Clean is a waterproof proof range of mattress, pillow & quilt protectors, made from soft jersey fabric, coated with thermoplastic PU, to make it fluid proof.
To receive 15% off the entire range of Eva Clean protectors, please email Vicki Lugg and quote code ACCOMMAYEVA23. Offer ends 31.7.23.
C Jason Commercial P 0423 598 240 E vicki.lugg@mcneil.com.au W jasoncommercial.com.au
Double-glaze your windows to create peaceful and quiet rooms, ensuring your guests get the sleep they desire, and you get more positive reviews and bookings. Magnetite offers a range of secondary glazing systems that boost the performance of existing glazing to reduce noise and heat gain or loss, providing a more comfortable indoor environment. For new buildings, the benefits of double glazing can be easily justified, but it often seems a more daunting task for refurbishment projects. Magnetite’s secondary glazing solutions allow existing buildings to reap the same acoustic, thermal and economic benefits.
C Magnetite P 1300 738 763
W magnetite.com.au
Introducing the Net Lounge from Nardi, it encompasses all you have come to expect from Nardi. Italian made with Italian flair, designed, and built for commercial use featuring fiberglass reinforced polyprop for maximum strength and durability. The ‘Nardi Net Lounge Chair’ is stackable and perfect for home use or even more importantly it’s quality and durability lends itself to commercial environments. Enquire now about the Net range or any of our resort focused products.
C Daydream Furniture P 07 5493 4277 E sales@daydreamleisure.com.au W daydreamleisure.com.au
The unique Christie barbecue hood is designed to complement the functionality and performance of our industry leading cooktops. It protects the cooking surface and remains cool to the touch at all times. The sleek, curved design lets you cook with the hood closed, trapping heat and flavour and improving cooking efficiency by up to 25%. Like all Christie products, it is designed for ease of use and ultimate durability.
C Christie Barbecues P 03 9708 2999 E sales@dachristie.com W dachristie.com
With its innovative magnetic lock function, our lockable bathroom amenities provide secure and convenient dispensing, reducing the risk of tampering or accidental spills. Available now at trade rates in 300ml and 500ml single, dual, or triple configurations.
W designstuff.com.au
High-traffic areas can be tricky to clean, and as a result, are often overlooked or only cleaned sporadically. The Vispa 35 from Comac will revolutionise the way you scrub small, congested areas. This machine replaces manual cleaning systems and floors are scrubbed, dried and hygienised in a single movement making them immediately safe to walk on. Designed for cleaning hotel foyers, restaurants, and wellness centres, the Vispa 35 offers all the advantages of a professional scrubbing machine, with compact practicality. Suitable for maintenance cleaning of floors up to 1000 sq.m. this machine is available in various battery-powered and cable-powered versions.
C Godfreys Commercial P 1800 314 580
E commercial@godfreys.com.au W www.godfreys.com.au
FACTORY DIRECT PRICES
• Delivering the highest standard of product designed to give long life and superior comfort
• Two sided mattresses used across the entire commercial bedding range
• We use only the best quality re retardant fabrics and foams which also include pest resistant treatments, as well as conforming to Australian standards Sunshine Coast ph 07 5446 7541 Cairns ph 07 4032 5133 sales@themattresscompany.com.au www.themattresscompany.com.au
It allows managers to access industry specialists who are committed to the highest levels of service and dedicated to the accommodation and hospitality industries. This is extremely helpful for all accommodation providers but especially new managers as it allows them to benefi t from the positive experiences other managers have had with their suppliers.
Listed below are the stages of the process that ensure only the best industry suppliers can participate in the Preferred Supplier Programme:
1. All suppliers must receive a nomination from a property currently using their services that is completely satisfied with their levels of service and are prepared to recommend them to another complex in the industry (ie. if asked by another manager they could comfortably recommend the required supplier).
2. All nominations received are then qualified through a secondary questionnaire process to ensure nominated suppliers are able to provide the highest levels of service required and expected by managers.
3. Suppliers that still qualify are then asked to commit to the required levels of service for the next 12 months guaranteeing their commitment to the industry.
4. Subject to the satisfaction of these processes and commitments suppliers
then go on to the Preferred Supplier Database. Only Preferred Suppliers in this database have the opportunity to utilise the Preferred Supplier logo and make their contact details available to managers via the Preferred Supplier Directory, located in every issue of the AccomNews magazine and online at accomnews.com.au.
5. Preferred suppliers have their status reviewed every 12 months to ensure they still qualify and that their commitment to the industry is being met.
With these criteria in place it means that you as a manager have access to a complete range of specialist suppliers who are actively seeking to improve their services to the accommodation industry.
For your own peace of mind when dealing with any supplier ask if they are a Preferred Supplier. This can be verified by viewing a Preferred Supplier logo – made available for use in any of their stationery or marketing material or more simply by locating them in the Preferred Supplier Directory. So when looking for products or services give yourself the peace of mind that you are dealing with a recognised industry specialist and support these suppliers who are committed to servicing your needs.
For over twenty five years in Australia the preferred supplier programme and directory has been an extremely valuable and effective tool for accommodation managers.
HiSITE is proud to partner with Google Hotels to enable you to reach more travellers.
How can Google Hotels benefit your business?
Visibility on the world’s largest search engine
Cost per acquisition mode means it is a coste ective advertising tool
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Combining HiSITE and Google Hotels, accommodation properties can maximise their reach, increase their bookings and provide their customers with a more seamless and e cient booking experience.
www.hirum.com.au
