AccomNews, Winter 2023

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EDITOR

Mandy Clarke, editor@accomnews.com.au

INDUSTRY REPORTERS

Sarah Davison and Grantlee Kieza

PRODUCTION

Richard McGill, production@accomnews.com.au

ADVERTISING

Stewart Shimmin, s.shimmin@accomnews.com.au

Joe Clarke, j.clarke@accomnews.com.au

Dee Dawson, d.dawson@accomnews.com.au

SERVICE

Gavin Bill, service@accomnews.com.au

CONTRIBUTORS

David Nicolas, Eric Reece, Kerry Williams, Michael Johnson, Peter Shelley, Stephen Ferguson, Stuart Lamont, Judy Senn and Sylvia Johnston.

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Commercially funded supplier profile or supplier case study

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From spreadsheets to red carpet glam

Welcome to the latest issue of AccomNews, where we're halfway through an incredible year.

As we lift our heads up from spreadsheets and financial planning, let's not forget the real fun… Events season! Think informative conferences, exciting award ceremonies, and glamorous galas. It's our chance to shine on the red carpet.

I am still buzzing from attending the Caravan and Camping industry's own Oscar-worthy awards Gala, held at the CIAA’s National Industry Conference 2023, in May. It was an extraordinary event, and it’s all covered in this issue’s special supplement. The Australian caravan and holiday park industry is now worth a staggering $27 billion annually, and we also have lots of interesting details for you about this iconic sector.

Let's also give a round of applause to our own Stewart Shimmin, nominated for the ARAMA Service Provider of the Year Award, to be held in July. With 27 years of exceptional service to the accommodation industry, he truly deserves this recognition. Mark your calendars for NoVacancy 2023, back for its fi ft h year and promising to be bigger, better, and more exciting than ever. We'll be

there at Stand 745, ICC Sydney from August 31 to September 01, ready to catch up, get inspired, and share the latest insights with you. This is Australia's largest hotel and hospitality industry tradeshow and conferences, it’s a mustattend event for anyone in the accommodation industry. We had the opportunity to chat with Event Director Matt hew Gatfield, and believe me, he's got some fantastic surprises in store. Make sure to turn to page 24 for all the exciting details.

But that's not all. The influential HICAP ANZ hotel investment conference will also take place from August 30 to September 01, 2023, at the Sofi tel Sydney Darling Harbour. Our team will also be there, capturing some industry-shaping moments.

Inside this edition, we shine a spotlight on 1834 Hotels and have an exclusive interview with their visionary CEO, Andrew Bullock. Get ready to be inspired

by his innovative approach to the industry. We also had the pleasure of chatt ing with the amazing staff at QT, who are the heartbeat of the brand’s incredible guest experiences. And don't miss our interview with the talented Leonie Looser, Executive Housekeeper of Hilton Sydney, who shares her valuable perspectives on teamwork and maintaining impeccable standards. Sit back, relax, and enjoy this issue of AccomNews. Let our columnists and contributors empower you with their expertise and enlightening features. As you navigate the daily challenges of accommodation management, take a beat and immerse yourself within these pages. Here's to a successful second half of the year, filled with growth, innovation, and remarkable achievements!

Cheers, Mandy.

Mandy Clarke, Editor editor@accomnews.com.au

Training the next generation

Understandably, in the immediate aftermath of the pandemic, the accommodation sector’s peak bodies threw all we had into efforts to ease the chronic skills and staff shortages stifling recovery. The top priority was bringing overseas workers back to fill the huge holes in our staffing - the sooner the better.

Overseas workers are a big part of the overall puzzle when it comes to solving our skills shortages, but it is only one piece. Yes, the hard yards we have put in with the Federal Government have already made a huge diff erence (and will continue to do so), but if we want long-term, sustainable answers to our skills problems we also need to think local.

We need to think about what we are doing to convince the next generation (and older workers) that accommodation and hospitality is a viable, skilled, rewarding and life-long career. Young people, and indeed more mature workers, need to see accommodation as an employment destination, not a pit-stop on the way to something better.

Yes, inspiring and training our own takes time, but it is the only way we ensure this problem is not still here in ten years’ time.

I’m pleased to say that when it comes to training our own, we have got some great runs on the board recently. A bespoke project by the Accommodation Association with Jobs Victoria was successful in training and placing 328 people from varying backgrounds into employment in the accommodation sector across metro and regional Victoria. A template for how to do things in the future if ever I saw one.

How did it work?

The Association was successful in securing a $5.6 million government grant to recruit, train and place job seekers into permanent employment.

The project targeted preexisting vacancies for full and part-time (minimum 20 hours per week) entry-level roles at employer project sites.

The jobs were paid at the Award rate or site rate (whichever is higher) and were in roles like food and beverage, housekeeping, events etc. There were also opportunities for supervisor-level roles, depending on prior experience. After an intensive immersion training program, project employees were placed into permanent roles. The project staff then provided support for candidates including targeted pre-vocational training and mentoring, and tailored support for employers delivered by the AA team. It was good to see a major focus was women over 45, young people under 25, First Nations peoples, people living with disability, refugees, and the long-term unemployed. These groups are too often overlooked.

We have received some excellent feedback about this project.

The operations manager of RACV Resorts said the benefi ts of the program were “fantastic”.

“At the time of the program the company was experiencing significant recruitment challenges across the resort, namely in food and beverage and housekeeping departments,” he said.

“Not only did the project allow us to fill some gaps across the business, but it also allowed those people that are often overlooked an opportunity to get their foot in the door of our industry. Over the last few months, we have also seen many of the candidates grow in confidence and become significant contributors to our business,” he said.

The general manager of TFE Hotels in Victoria told the project team about similar great results.

“Our industry was severely impacted by the reduced availability of migrant workers, overseas students, and individuals on working holidays. As a result, we encountered a number of recruitment challenges that demanded our attention,” he said.

"However, our involvement in the project proved to be a success for a number of our properties. It served as

a platform that connected us with precisely the type of workers we sought to att ract, individuals who exhibited a strong willingness to undergo training and a steadfast commitment to a long-term career within the industry.

“Notably, the project's impact has been particularly pronounced in filling our entry-level positions. We have witnessed remarkable success stories wherein applicants, despite lacking prior experience, were able to swift ly integrate into their roles with remarkable efficiency and efficacy, thanks to the training opportunities provided."

Another project has been running in Queensland with a grant from the Department of Workplace Relations and we are still working with Austrade on an expansion of “The Hub”.

This project is in its early feasibility and scoping stages but once operational, The Hub will be a ground-breaking employment portal for hospitality, tourism and travel.

It will be a great one stop shop for hospitality jobs, career opportunities and learning with webinar and training programs and much more. Watch this space as we continue in the fight to ease the skills and staff shortages facing our great sector.

Michael Johnson CEO, Accommodation Australia

Review of the migration system a step forward

While labour shortages in parts of our industry have eased a bit since the darkest days of the pandemic, we are a long way from out of the woods.

We currently have almost 60,000 vacant positions in hospitality and accommodation, with significant shortfalls in just about every job category.

We are short about 15,000 baristas, 7500 kitchen hands, 5000 housekeepers and 2500 bar tenders.

Our kitchens are bare, with vacancies for 8000 chefs, 2000 sous chefs, 1100 pastry chefs, and 2200 chefs de partie.

There is no single, simple or quick way to fi x these labour shortages.

Of course, hiring Australian workers is always the priority for us. Australian workers are the most reliable and sustainable solution to workforce shortages. But at the moment, there simply isn’t enough home-grown talent available and willing to work.

When Australian workers cannot be found, our sector has to rely heavily on skilled and unskilled workers from overseas - and to do that we must navigate the labyrinthine migration system.

The Albanese government recently completed a Review of the Migration System with the final report tabled in parliament in April 2023. The report is a very comprehensive analysis of Australia’s vastly complex migration system. We commend the government for commissioning the report and their overall objective of making the system fairer and simpler.

We support many of the report’s proposals and when combined with some of our association’s own recommendations, we believe it could be a blueprint for genuine reform. Any new migration system must

cater for overseas workers who will perform those roles Australian workers are either unwilling, or unable to do.

We support the proposal to remove the requirement for labour market testing, and for Jobs and Skills Australia to be the source of labour market needs, supported by input from the Ministerial Advisory Council on Skilled Migration (MACSM). We also believe it would be beneficial to appoint a person from AHA, or the newly amalgamated Accommodation Australia to MACSM.

Our associations have vast coverage of our sector nationwide, deep knowledge of the migration system and a reputation as a model employer body. We support the panel’s observation that the use of sector level tripartite Labour Agreements (or other

program) should be considered for sectors in genuine need where the Award salaries fall below the Temporary Skilled Migration Income Threshold (TSMIT). We also strongly recommend the revised TSMIT not be implemented until the sector level tripartite Labour Agreements (or another program) are in place.

We support the proposal “there may be a role within this framework for the use of a sector or industry based tripartite Labour Agreement model for lower paid occupations that include enhanced protections”.

Where a worker moves on from the original employer, we recommend the second employer must be required to reimburse the original employer for the proportion of sunk costs the first employer will not get to utilise things like the cost of a migration agent, airline costs and relocation expenses.

We have also asked the government to confirm if all government charges, like visas and DHA application fees, can be paid monthly or be proportionately reimbursed, not just the Skilling Australia Fee.

We do not support a oneyear visa for Working Holiday Makers (WHM).

WHMs play a vital role in the hospitality, accommodation, and tourism industriesespecially in regional, rural, and remote areas - and in seasonal tourism areas. This workforce is critical given their willingness to travel and follow the seasonal work. Instead, we support the current extensions for Working Holiday Makers who undertake work in regional Australia and recommend two years as a minimum.

We believe the cost associated with long distance airfares to Australia and visa costs, means a one-year visa will not be competitive in the current international WHM market.

If this reverts to one year, we will lose extensive numbers of WHMs who are still critical to our industries, particularly in the regions.

We do support the current cap of 24 hours per week for work by international students, however recommend its implementation on October 1, 2023.

Finally, the report has a strong emphasis on the migration system’s economic and social benefi ts to Australia being enhanced by providing more opportunities for young people and female overseas workers.

That fi ts in perfectly with our sector.

More than 36 percent of our employees are aged between 18 and 24, with another 39 percent aged 25 to 44, and more than 60 percent of our employees are female.

Our members participate in humanitarian schemes (such as PALM), and our venues are well placed to employ workers with low English skills.

We have sent a summary of our recommendations to Minister for Home Aff airs and Cyber Security, Clare O’Neil, and look forward to continuing our work with her in the future.

Stephen Ferguson CEO, Australian Hotels Association

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Insights on Asia's tech-driven travel experience

Last month I had the opportunity to attend the Arival | Activate tourism industry conference in Bangkok. This international conference focuses on the development of the ‘experiences sector’ looking at the latest trends, marketing, and management tools available, primarily in the online space.

With more than 300 attendees, many of which were Asian based suppliers, there was much to be learnt from the three days of conferencing and I was certainly inspired by the ideas on off er.

Focussing on activities, tours and att ractions, what was clear is that Asia is very much at the sharp end of technology innovation in our industry.

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As a group which has grown up with technology touching every part of their life, the digital generation is spurning traditional travel experiences and planning methods. Instead, they are following the lead of influencers who feature heavily on their social media feeds. Social and online media platforms are of particular relevance for the tours, att ractions and activity sector within Asian markets where the adoption of travel technology has been rapid. Here, a large proportion of the community is operating in a fully digitised world, from booking flights, accommodation and restaurants to ordering ground transport, purchasing services and researching local experiences all at their fingertips anywhere, anytime. As we work our way out of the pandemic, and batt le other global economic headwinds, Australia’s tourism industry is being encouraged to broaden its marketing focus and strategies. Diversification of our tourism markets is one of the key pillars identified under the Government’s THRIVE 2030 tourism strategy for the nation’s visitor economy.

While our traditional markets will continue to be a major focus and off er us the most accessible opportunities, developing new markets and building a diversity of market segments will help strengthen the long-term viability of the industry. Notably, it’s the economic growth and prosperity of markets in our region which provide the most likely opportunity on this front.

This drive for diversification is nowhere more apparent than in our own backyard. According to Australian Bureau of Statistics (ABS) data, we are now home to more Indian

born residents than those born in China or New Zealand.

At the same time, India is on track to surpass China as the world's most populous country in 2023. As our community evolves and more economies grow their middle class, we will see demand for travel from new fronters.

Much like China in the early 2000s, markets like Vietnam, the Philippines and Indonesia are fast becoming global travellers and Australia is in proximity of these opportunities. These markets have already fully recovered to pre-covid visitation levels and demand is continuing to grow as is evidenced by a recent increase in direct aviation services to these destinations.

For Australia’s tourism industry, one of the key considerations in our future marketing strategy must be how best to connect with these markets. A thorough understanding of where and how they shop will be vital to our future success.

While traditional strategies will continue to have their place, embracing new platforms and ways of connecting will ensure we remain relevant to a new and emerging market. As the Arival | Activate conference showed, the rapid adoption of AI including ChatGPT by Asian based tourism businesses and the influence of Tik Tok and other social media platforms on younger travellers is spurning a demand for new types of exciting and inviting travel experiences.

This social media and digital marketing space is fast becoming the marketplace of choice for a particular and growing, group of travellers.

Peter Shelley Managing Director, Australian Tourism Export Council

Destination Green:

How caravan parks will thrive in the low-emissions shift

Navigating the wave of the future, Australia's thriving caravan and camping industry - a key contributor to the nation's economy with an estimated value of $27 billion - is at the threshold of significant change. In an era where the shift towards environmental sustainability is not just a preference but a necessity, transitioning to a low-emission economy is an inevitable challenge that we must face head-on.

While this process may appear daunting, it does not come without its silver linings and potential for significant growth.

For the forward-thinking caravan park owner or operator, the evolving landscape can herald a wealth of opportunities.

The transition to a low-emission economy should not be viewed as a burdensome obligation. Instead, it should be recognised for what it truly is, an exciting opportunity for innovation, differentiation, and growth. A new era calls for a fresh approach, inviting us to forge productive partnerships with a diverse range of stakeholders. Collaboration is key in navigating this shifting terrain - government, research and industry will all be key players, and stakeholders will range from renewable energy providers and software engineers to charging infrastructure companies.

Government intervention must play a crucial role in facilitating these alliances, offering support and funding to pave the way for a greener future. Furthermore, our industry provides the government

with a unique opportunity to invest in electric vehicle (EV) charging infrastructure to maintain and bolster regional visitation, for which access is the greatest barrier. However, the responsibility doesn't rest solely on government shoulders. Caravan park owners and operators have played and will continue to play a significant part in shaping our industry's sustainable evolution.

To this point, 'Powering Australia' is Labor’s bold initiative, aimed at advancing Australia's shift towards a low-emission economy. This initiative focuses on the creation of jobs, reducing power bills, and minimising emissions through the expansion of renewable energy. Most notably, $20 billion in direct investment towards the ‘Rewiring the Nation’ policy. The policy is dedicated to the modernisation of Australia’s electricity grid, and with it the construction of more high-voltage infrastructure needed to unlock large-scale renewable energy sources. This will be critical for the successful transition to a lowemission economy, ensuring Australia’s grid can keep up with the demand for electricity as fossil fuels are phased out.

Accordingly, as EVs become increasingly common and uptake accelerates, the demand

for convenient and accessible charging points will surge. Caravan parks, particularly those dotting the beautiful terrain of Australia's regional areas, where access is often limited, find themselves well positioned to answer this call and in doing so, may reap substantial rewards. Think about it - when an EV owner embarks on a road trip, they must stop regularly to recharge their vehicle and themselves while on the road. Where better to do so than a comfortable, welcoming caravan park equipped with necessary charging infrastructure? Therein, ‘killing two birds with one stone’.

By installing EV charging points, caravan parks can tap into a growing market segment, boosting their appeal to an increasingly eco-conscious clientele and positioning themselves as leaders in a sustainable future.

Some early adopters within our industry have already ventured down this path, integrating EV charging facilities into their park’s offerings. Their experiences tell a positive tale of favourable reception from visitors and the wider community, offering a glimpse into a future where EV charging points will become as common as petrol stations currently are. Consequently, many of these parks have gone on to install additional charging points. Although the prospect of necessary grid upgrades to meet increased electrical demand may pose an

initial financial challenge, the long-term benefits promise an attractive return on investment.

Embracing the transition to a lowemission economy is more than just an eco-conscious initiative. It's a strategic move to futureproof our businesses, ensuring their viability, competitiveness, and success in the coming years. Caravan Industry Association of Australia remains committed to supporting this transition, facilitating a smooth passage towards sustainability and continued prosperity for all industry stakeholders.

The Australian caravan industry boasts a rich history of resilience and adaptability, continually striving to meet, and often exceed, the shifting expectations of our consumers. Today, we face a new frontier, and it is imperative that we bring the same spirit of innovation and commitment to this challenge. Our journey towards a lowemission future will be a testament to our resilience and an opportunity to innovate, expand, and grow. As we stand at the precipice of change, we must seize this chance to create a sustainable legacy - for our businesses, our customers, and the generations to come. Our iconic Australian caravan parks are poised to adapt, evolve, and thrive in this dynamic environment, demonstrating that the spirit of adventure and the pursuit of a sustainable future can indeed go hand in hand.

Stuart Lamont CEO, Caravan Industry Association of Australia

Iconic Australian caravan parks are poised to adapt, evolve, and thrive

Empowering inclusive travel:

The rise of road trips for people with disabilities

In the past 12 months, Accessible Accommodation has seen a notable shift in the travel preferences of people with disabilities, as they increasingly favour road trips over air travel.

The challenges faced by individuals with disabilities when travelling by air are numerous, leading them to seek alternative modes of transportation. This growing trend presents an opportunity for accommodation providers in regional Australia to cater to the needs of this booming market segment.

The challenges of air travel

For people with disabilities, air travel can be an overwhelming and physically demanding experience. The barriers begin right from the planning stage, with often limited accessibility information available on airline websites. The process of navigating security checks, boarding procedures, and cramped airplane cabins can be especially challenging for individuals with mobility, sensory, or cognitive impairments.

Wheelchair users in particular experience barriers to travel because their chairs are not allowed in the cabin, and there are no accessible toilets; the reason Accessible Accommodation has a Change.org petition running to lobby for this to change.

The rise of road trips

In light of the obstacles faced in air travel, travellers with disabilities have turned to road trips as a more comfortable and convenient option. Road trips offer greater flexibility, allowing

travellers to set their own pace, make frequent stops, and carry necessary medical equipment and assistive devices with ease. Additionally, road trips provide an opportunity for travellers with disabilities to explore and appreciate the natural beauty and growing list of accessible attractions of regional Australia.

Benefits for regional tourism operators

Accommodation providers in regional Australia can seize this growing trend as an opportunity to cater to the specific needs of travellers with disabilities. By offering accessible facilities and services, operators can position themselves as inclusive destinations and tap into a booming market segment.

Here are a few key benefits:

1. Enhanced reputation: Accommodation providers that prioritise accessibility and inclusivity gain a positive reputation among people with disabilities. This word-of-mouth promotion can lead to increased bookings and repeat visits.

2. Increased occupancy rates: By improving accessibility features, accommodation providers open their doors to a broader range of guests, boosting occupancy rates during both peak and off-peak seasons. In fact, Accessible Accommodation’s

bookings average night stay is 4.3 nights (compared to industry average of 1.9 nights). Furthermore, up to 38 percent of Accessible Accommodation’s bookings are also for non-accessible rooms (carers, friends, and family) because the person with the disability is prioritised due to limited available accommodation meeting their needs.

3. Competitive advantage: With limited accessible options available in most regional locations, tourism operators that invest in accessible accommodation and services gain a competitive edge over their counterparts.

4. Collaborative partnerships: Accommodation providers can collaborate with local disability organisations, events, and experience providers offering accessible features to promote their accessible offerings and attract a wider audience. Oftentimes, your locally based person with a disability requires respite closer to where they live, through the NDIS.

Kerry Williams Founder, Accessible Accommodation

Images courtesy of The Accessible Group

Steps towards inclusivity

To successfully cater to the needs of travellers with disabilities, accommodation providers can take the following steps:

1. Accessibility audits: Conduct comprehensive accessibility audits to identify areas of improvement within the property. Focus on accessibility features such as step-free access, step-free shower, handrails, elevators, wide doorways, and accessible parking spaces. (Accessible Accommodation has a consulting service if you need assistance reviewing your accommodation).

2. Staff training: Train staff members to understand the diverse needs of guests with disabilities, ensuring they are knowledgeable about accessible facilities and services. There are two excellent training programs. The first is a generalised approach to accessible

tourism run by ATEC, (ideal for experience providers) and the second focuses on accommodation, (written in partnership with Accessible Accommodation and Spinal Cord Injuries Australia). Both are online courses.

3. Clear communication: Provide detailed accessibility information on your website, including descriptions of accessible rooms, amenities, and nearby attractions. Use the Accessible Qualified Seal of Approval, a branding asset recognised by people with disabilities.

4. Collaboration with local authorities: Engage with local authorities to ensure the availability of accessible transportation, information centres, and tourist attractions in the region. For example: Changing Places facilities, accessible beaches nearby and National Parks with accessible boardwalks.

The shift towards road trips as a preferred mode of travel by people with disabilities presents

a significant opportunity for accommodation providers in regional Australia.

By adapting their services to become more accessible and inclusive, tourism operators can tap into this growing market segment and position themselves as

preferred destinations for travellers with disabilities.

Inclusivity not only benefits people with disabilities but also enhances the reputation and competitiveness of tourism operators, leading to increased occupancy rates and long-term success in the industry.

1834 Hotels CEO Andrew Bullock

By Sarah Davison, Industry Reporter

1834 Hotels CEO Andrew Bullock has worked in hotels for over 20 years and finds the work as exciting as his first day on the job.

After graduating from university with qualifications in tourism, Mr Bullock connected with a leader of the industry- Ian Conolly.

Joining Mr Conolly’s hotel management group, Mr Bullock worked his way up from a marketing role to group general manager in the space of a few years.

Sadly, Mr Conolly passed away from blood cancer in 2008, but it was Mr Bullock who was entrusted to carry on his vision.

“It was a very difficult time, but with the support of Ian’s family I undertook to take over the hotel management company that he had developed,” he said.

“From there, we consolidated the group of four venues, and we started to plan for growth.”

The structure of the business changed to performancebased revenue streams and the company rebranded under 1834 Hotels.

For owners and investors, 1834 Hotels provides every aspect of hotel management, from sales to marketing.

“We essentially become an extension of the owner,” Mr Bullock said.

“So, we tend to come in and operate it from the ground up, be part of the management of the property manager or general manager, and then we report back to our owners on a monthly basis.”

During the next decade, 1834 Hotels grew significantly and is now managing 26 hotels Australia-wide with its sights set on increasing this to 50 hotels over the next few years.

1834 Hotels was not immune to the impact of COVID-19 on the hospitality and tourism industries, but Mr Bullock said it also provided an opportunity for the industry to expand into new and innovative areas.

1834 Hotels, CEO, Andrew Bullock

Mecure Kangaroo Island Lodge, South Australia. Image supplied.

“COVID clearly presented significant challenges for the industry however has provided some interesting opportunities as the industry recovers,” he said.

“I expect that challenges will become quite different in the coming years. Labour is and continues to be an area of focus.

“We continue to invest heavily in technology advancement as it gives us the potential to focus the labour skills we have on improving the guest experience.”

Mr Bullock said that he looked at the airline industry for inspiration in providing seamless processes for guests.

“We're about to roll out across our network a fully integrated guest platform where guests will be able to have mobile key check-in,” he said.

“I always use the example of airports. I can go and jump on a plane this afternoon and fly to Sydney and not have a clunky check-in process, I do it all on my phone.

“And then those labour resources can then be recalibrated and used for more specific guest experience, things that are actually going to add real value to the consumer rather than, you know, waiting in a line.”

When it comes to selecting hotels to add to their portfolio, Mr Bullock said there were a few key things he looked for.

“Good bones are criticalhotels can be repositioned by refurbishing but in order to do so you need a few key elements,” he said.

“The location needs to be good, bathrooms of a decent size are a big positive, and additional land around the hotel that could be developed is another factor."

Outside of these considerations, Mr Bullock said that the current state of the hotel was not a concern as refurbishments and renovations could provide solutions. Additionally, a number of hotels are aimed at economy or mid-range travellers.

“We operate a number of midscale and economy hotels in the portfolio. These are sometimes overlooked by investors

however can be seriously good financial performers.

“Offering good quality clean rooms in great locations is a really enjoyable part of the industry as well.

“That’s one of the great things about working at 1834 - we have the opportunity to work with both 5-star offerings right through to economy hotels - each with different brand positioning and brand partnerships.”

Mr Bullock said that as an executive, the variety of hotels within the 1834 portfolio meant that no two days were the same.

“We deal with a lot of owners who are at the top of their industry, and we’re working alongside them as well as the teams on the floor to improve

the guest experience,” he said.

“Every day is certainly different and that’s one of my favourite aspects, I get to work over a large crosssection of both investors and also our team members."

When it comes to future goals and projects for 1834 Hotels, Mr Bullock said that the future was looking bright.

“We have a very strong pipeline of new hotels coming into our network and that continues to gain traction,” he said.

“We are developing venues within the network as well with growing key numbers at existing hotels by building new product.

“We see that as a great opportunity to achieve great returns - taking a pre-existing asset, developing its positioning

and growing its key count through developing new rooms.

“The base product is often there - it’s about creating scale that achieves greater efficiencies and amortisation of fixed costs. Currently, we have just brought online an additional 30 keys at the Berri Hotel, 19 new rooms at John Pirie Motor Inn and developing a further nine high-end eco villas at Mercure Kangaroo Island Lodge.

“These have outstanding returns as they develop already strong existing base businesses.”

Additionally, Mr Bullock said that they were looking to expand into Tasmania and Queensland, as both states had experienced huge growth through the regional tourism boom.

Despite working as a CEO of a hotel management company, when it comes to his own holidays, Mr Bullock prefers to spend time in the great outdoors.

“I am quite partial to a few places in South Australia,” he said.

“As a family, we’ve travelled quite extensively around South Australia and one of my favourite holidays is the far north of South Australia, around Innamincka.

“It's very interesting, I work a lot in hotels and with some very beautiful 5 star hotels, but I really enjoy getting out camping as well.”

Berri Hotel, Image supplied.

Mantra 100 Exhibition, Melbourne, Image supplied.

1834 Hotels gains momentum

Expanding white label management company, 1834 Hotels, offers top to bottom management solutions for hotels, motels, pubs, resorts and apartments across Australia.

Every hotel management team aspires to strike the delicate balance between business planning, hotel operation and financial control. Experts in providing thorough management solutions, 1834 Hotels is a white label management company proudly partnered with a network of 26 properties across Australia. The Australianbased company works with investors, freehold owners and leasehold owners to ensure that businesses are optimised for maximum profitability and success.

With a focus on revenue growth, 1834 Hotels specialises in streamlining hotel operations.

This includes implementing effective operating systems, managing costs, and providing support to managers. Planning and achieving comprehensive budgets alongside hotel owners is the company’s core strength. 1834 Hotels has experienced a phase of exceptional growth in recent years. Following 10 new partnerships in 2022, the company is also set to introduce several new listings in 2023.

Of particular note, the last 12 months saw management deals signed with a brand new 5-star property in Adelaide by the Taplin Group, as well as Mantra 100 Exhibition, a 4-star hotel in Melbourne’s East End. Also extending into Queensland, 1834 Hotels now manages Kewarra Beach Resort just outside of Cairns – a 4-star beach resort featuring standalone bungalows, as well as The Atrium Hotel in Mandurah, Western Australia.

The company’s latest partnerships include that of the Prince of Wales Hotel in Proserpine, Queensland.

Focused on cultivating genuine partnerships, 1834 Hotels believes in strong collaboration for mutually advantageous outcomes. All services are flexible, tailored to suit individual owner requirements and structures.

The company currently partners with renowned hotel chains such as Accor Hotels, Choice Hotels and Wyndham Hotels – with multiple brands from each franchisor and looks forward to expanding its franchise options in the coming years.

As 1834 Hotels continues its impressive growth trajectory, the company eagerly anticipates not only broadening its franchise options but also exploring new avenues for expansion.

To learn more about 1834 Hotels and its white label management service, please contact Peter Clark - on 0418 784 715; email development@1834hotels.com.au or scan the QR code to connect now via LinkedIn.

1834 Hotels partners with renowned hotel chains such as Accor, Choice and Wyndham

Mantra 100 Exhibition

Mercure Kangaroo Island Lodge

Berri Hotel

1834 Hotels is a one stop white label management solution for businesses in the hospitality and tourism industries.

Based in Australia, 1834 Hotels works with hotel and business owners to maximise opportunities, operations, assets and returns. We currently support a range of hotels, resorts, apartments, motels, and event venues across Australia.

1834 Hotels takes time to explore the identity, potential, and requirements of your business, ensuring that the services deployed are best placed to drive the required results, profile, and value.

1834 Hotels also works along side global franchise brands to provide your venue the most e cient brand and operational management solution.

Contact

Scan QR code to add Peter to your LinkedIn

Celebrating individuality:

Extraordinary QT “The One for One”

By Mandy Clarke, Editor

QT Hotels & Resorts, or QT, is no ordinary brand. With a focus on art and design, it is one of the most loved and dynamic boutique hotel brands operating in Australia and New Zealand. Offering “a personalised guest experience, unforgettable dining and a signature touch of quirk”.

QT’s passion is people, not just for guests but also for staff. QT’s people promote the brand’s signature service of “unexpected and unrequested” and work together to create a place of “quirky luxury” that celebrates individuality.

Importantly, it’s also a fun place to work! According to the six QT team members AccomNews spoke with this issue.

QT Newcastle

QT Canberra

Carlos thrives with a challenge and enjoys the feeling of accomplishment when he finds a solution to a difficult problem. Like the time a guest forgot their safe password and had an early international flight.

The guest was absolutely delighted when Carlos opened the safe, and it also made Carlos's day!

Carlos considers keeping the hotel a safe space for guests and colleagues his most important role. And after work he heads to the gym, enjoys surfing, and has a flair for drawing and graphic design.

Each QT Hotel has its own personality, “making it a truly unique place”, this is what first attracted Carlos to the role, but he’s stayed because of the "people and the culture".

His favourite design piece in QT Sydney is the "luggage wall", an installation in the lobby by Swedish artist Michael Johansson. It’s a classic, a wall made of vintage suitcases from the Gowings Department store and has a lot of history. He said: “I recently discovered that the company that fixes our iconic Gowings neon signs has been doing so since 1985. The family-owned company has been taking good care of the Gowings sign for almost 40 years.”

Her favourite design piece in QT Canberra is the "Political Wall of Power" art installation in the lobby. She also loves the QT uniform because it allows her to express her individuality and creativity. It embraces the QT Philosophy - “To be The One for One. Celebrating individuality, we treat every guest as one rare, unique individual - because they are!”

Emma loves leading and motivating a great team to do the best possible job, allowing guests to have an outstanding experience.

Emma is very active and that’s one reason why she enjoys the fast-paced nature of her role but winds down after work by taking her dog Bentley for a walk.

On leadership, she said: “Delegation is key, everyone has different strengths, and learning to delegate efficiently is essential for the best outcome.”

Housekeepers are often in close contact with guests and Emma said she built a memorable relationship with a guest who stayed for an extended period during COVID-19 lockdowns.

“He has continued to visit at every opportunity since and has now become part of the QT Canberra family.”

QT is famous for its attention to detail and Emma’s tip is to try the bathrobes: “Don’t underestimate the comfort of our luxe, QT Canberra robe.”

Carlos Asensi, Maintenance Manager, QT Sydney

Emma Searle, Housekeeping Supervisor, QT Canberra

QT Sydney

QT Canberra

Carlos Asensi Emma Searle

Lex Hayes, Chief Engineer, QT Gold Coast

To relax he likes to play golf and walk his two Labradors on the beach.

Why QT?

“Why not?” The job at the newly refurbished and upgraded QT Gold Coast was presented to Lex as a challenge and he wanted to be part of that journey.

Lex’s typical morning consists of checking logs, approving timesheets, and briefings in an ideal world, but most of the time contractors will fill up the morning, meaning he always needs to be mindful of his time management.

Lex enjoys variety in his job and says tasks requiring multi-trade skills ensure every day is different. His team is generally "not seen but keep the big, good ship QT afloat in all weather conditions”.

His favourite design piece in QT Gold Coast is the iconic black and white striped pool because it reminds him of enjoying a Sambuca in Greece!

And on the QT Gold Coast’s hidden gem? “Its people! Everyone who works here is unique.”

She most enjoys working alongside a diverse and vibrant community and said it's like being part of "a tight-knit family".

For Amy, the most special times are when customers personally acknowledge her team’s exceptional cleaning and service and call them out by name.

“Witnessing this well-deserved recognition fills me with happiness," she said.

Her top cleaning tip? For a sparkling clean kettle, filled with a sweet aroma, boil water with two slices of lemon, and let it sit for 10 minutes. Then, simply drain the water, and voila!”

Amy appreciates her job has "opened doors to limitless opportunities and allowed her to interact with people from across the globe".

The most fun part of Amy's job is: “Embracing the excitement of every day! Each day at QT is a fresh adventure, full of endless possibilities and joyful moments.”

QT Gold Coast

Lex Hayes

Amy Lou, Executive Housekeeper, QT Melbourne

QT Melbourne

Amy Lou

For Rachelle, every day is a new challenge. She admitted the engineering department is exciting because it involves working with a variety of equipment and systems and she enjoys keeping the facilities and equipment in good condition, ensuring operations are smoothly running, and solving problems that arise.

After work, her day is complete when she heads home to spend time with her beautiful children.

On her time at QT Perth Rachelle said: “It’s a challenging but rewarding career path with opportunities for growth and advancement. QT value their staff as much as they value their guests and promote a culture of equality.”

Her favourite spot in the hotel is its Rooftop Bar where she can enjoy a breather and take in the astonishing view of the Perth City Skyline.

A surprising fact about QT Perth? “It’s unique there are 16 rooms per floor and each and every room on that floor has a different layout and design inspired by Western Australia’s wild frontier.”

Judy's career in hospitality began many years ago when she was a single parent and needed a job with flexible hours.

Starting from the bottom, she worked her way up and is now its highly respected Executive Housekeeper. And she is proud her daughter has also followed in her footsteps.

Why QT?

“It’s one of the most unique

hotel brands I’ve ever had the privilege to work for.” QT stands out to Judy because of its unique approach to bringing out the best in its employees.

“QT allows its employees the freedom to showcase their individuality in the workplace,” she said. Her team ‘fills her cup’.

“Observing my team work together to achieve a common goal is incredibly fulfilling. During challenging times, seeing them pull together is a testament to their hard work and dedication.”

To relax she enjoys spending time with her grandchildren and walks with her adored fur baby. She confessed that, although she enjoys human guest interactions at work, her favourite guests are the “Pup Yeah” guests.

“I always make time to snuggle with our furry friends during their stay.”

Rachelle Festin, Maintenance Manager, QT Perth

Judy Carter, Executive Housekeeper, QT Newcastle

QT Perth

QT Newcastle

Rachelle Festin

Judy Carter

Australia's NoVacancy: The hotel and accommodation event you can’t afford to miss

By Mandy Clarke, Editor

NoVacancy is back for its fifth year and promises to be bigger and better than ever before.

As Australia’s largest hotel and hospitality industry tradeshow and conference, NoVacancy has gained a reputation for showcasing the latest trends and innovations that shape the future of the industry. This highly anticipated gathering will bring together industry leaders, decision-makers, and solution providers under one roof to share knowledge, explore the latest innovations and cuttingedge trends, from more than 250 suppliers and discover what's on the horizon for the sector.

With a jam-packed schedule, NoVacancy 2023 aims to deliver an unforgettable experience for attendees. AccomNews caught up with Matthew Gatfield, Event Director, in the lead-up to the event.

He said: “This year, we have invested heavily to ensure we bring together the brightest minds, most innovative solutions, and most advanced technology in the sector.

“Our goal is to create an event where resort and accommodation operators can connect, collaborate, and stay at the forefront of the ever-evolving hotel and accommodation sector. By investing countless hours

into meticulously curating our exhibitors and speakers, we are confident that this year's event will surpass all expectations.”

Let’s take a sneak peek at what this year's event has in store:

Hub of innovation and inspiration

NoVacancy is a hotbed of innovation, showcasing the latest technologies, trends, and solutions that are transforming the industry. From cutting-edge sustainability and energy saving solutions to amenities and technology, NoVacancy displays an extensive array of tools and resources to streamline your operations.

If you’re in the hotel and accommodation business, this is a fantastic opportunity to immerse yourself in a world where the industry meets, relationships are formed, and business gets done.

World-class education programme

NoVacancy is the only event where you can gain access to not just one, but seven meticulously curated summits, absolutely FREE of charge.

Hotel Leaders Summit

Where the leaders of today come to share insight, talk disruption, inspire, and challenge you. Explore

cutting-edge industry insights and outlooks, attracting and retaining top talent, creating a culture of well-being and remaining agile in a changing environment.

Revenue & Distribution Summit

Explore practical tips to boost revenue, using AI to segment smarter, manage your distribution channels, develop a winning commercial strategy and more.

Hotel Sustainability Summit

Enough talk, it's time to act! Discover powerful sustainability

Images courtesy of NoVacancy

practices that go beyond talk and truly make a positive difference for your property.

Explore simple yet impactful initiatives you can instil NOW, overcome challenges with stakeholders and resources, learn how to reimagine waste and how to measure and report your progress.

Hotel Technology Summit

Navigate the tech landscape, leverage technology to enhance the guest experience and find the right solutions for your property. Delve into AI, cybersecurity, digital touchpoints, smartrooms, contactless check-in, and mobile keys.

Hotel Marketing Summit

Learn from marketing gurus who’ll share expertise, hot tips, and big ideas to drive your marketing strategy from mediocre to mastermind. Recognising the growing significance of social media in marketing, you’ll find practical guidance on creating professional-quality photos and

videos (using just your phone) and tailoring your digital marketing strategy to your budget.

Small Hotelier Summit

Explore how to drive more repeat bookings, attract more guests and level up your market strategy on a

Jason Commercial – comfort and luxury in bedding

Jason Commercial has been supplying the accommodation industry with premium quality commercial bedding & linen for over 70 years.

As an iconic Australian brand, we are known for our extensive range of bedding, linen, towels and decorator ranges, all designed to suit a vast range of properties.

Our products are intended for commercial laundering and easy-care housekeeping, off ering the highest quality at competitive prices, while keeping the wellbeing of your guests in mind.

Our stunning Bed Runners and coordinating Cushions give a fantastic initial

impression of your rooms to arriving guests. A classic or bold colour palette can set your rooms apart from the norm, and give you a sophisticated look that will leave a lasting impression.

Visit our stand No. 946 at the NoVacancy Expo to see our new Linen Look decorator range, or contact us to today and let us assist you with making the correct decisions about your commercial bedding and decorator requirements.

budget. For the first time, explore the triumphs and challenges of contactless check-in specifically focused on small hotels, how to leverage low-cost and no-cost analytics to boost bookings and how to use innovative thinking to compete with large hotels and boost booking.

Design Talks

Join the most influential and innovative voices in the industry as they share their vision, thought process, case studies and approaches to astounding hotel design and renovation.

J-Dream Bedding

Quilts, pillows, pillow protectors, mattress protectors & toppers from our gorgeous new J-Dream bedding range.

Contact us today for more information.

Vicki.lugg@mcneil.com.au

www.Jasoncommercial.com.au

Image courtesy of NoVacancy

This intimate platform will cover everything from sustainability, hybrid hotels and mixed-use spaces, regional development, integrating behaviour into design, integrating First Nations knowledge into design, and leading the way with all-inclusive design.

More networking opportunities

NoVacancy is not just about

learning and exploring it's also about networking and building meaningful connections. The event brings together professionals from all corners of the industry to engage in conversations, share experiences, and forge new connections. Plus this year’s event features new special networking opportunities at the NoVacancy Bar, Women in Hospitality Breakfast, and Young Hotel Leaders events.

A catalyst for business growth

The NoVacancy Expo serves as a catalyst for growth, providing a wealth of opportunities to expand horizons and open doors to new possibilities. Whether it's discovering innovative solutions, networking with industry leaders, or gaining knowledge from educational sessions, NoVacancy

has the tools and insights needed to gain a competitive edge.

Matthew Gatfield said: “We believe that by creating this vibrant hub of knowledge and innovation, we are fostering an environment where connections flourish, ideas ignite, and business thrives. The future is here, and it starts at NoVacancy.”

So, what are you waiting for?

Pre-book your tickets online at NoVacancy.com.au

Soundproof your hotel for 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.

For new buildings, the benefi ts of double glazing can be easily justified, but it often seems a more daunting task for refurbishment projects.

Magnetite’s secondary glazing solutions boost the performance of existing glazing to reduce noise and heat gain or loss, providing a more comfortable indoor environment and allowing the building to reap the same acoustic,thermal, and economic benefi ts.

The PARKROYAL Darling Harbour in Sydney retrofi tted 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 fi ts neatly with each of the 360 existing windows, to maintain their expansive view while reducing the maximum amount of noise. The hotel was remained operational throughout the installation,

with rooms returned to service the same day.

For more information please visit magnetite.com.au or call 1300 RETROFIT (738 763) Visit us at NoVacancy 2023, stand #1216

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”?

PARKROYAL Darling Harbour, Sydney

Image courtesy of NoVacancy

RMS Cloud eagerly anticipates NoVacancy Expo and Conference 2023:

Paving the way for nextgeneration technology

RMS Cloud, a leading provider of cloud-based property management soft ware, is thrilled to announce its participation in this year’s highly anticipated NoVacancy Expo and Conference 2023.

As a pioneer in innovative technology solutions for hoteliers and the accommodation industry, RMS Cloud is excited to showcase its cutt ing-edge technology solutions and engage with industry professionals at the premier event.

A key highlight of RMS Cloud’s participation will be sharing

the latest advancement in its next-generation property management soft ware. With over 40 years of industry experience, RMS Cloud off ers features and functionalities that empower operators to manage reservations efficiently, streamline operations, and optimise revenue strategies.

From seamless guest bookings and check-ins to comprehensive reporting and analytics, RMS Cloud’s solution delivers increased efficiency and profi tability. RMS Cloud will exhibit its innovative payment processing system, RMS Pay, at the expo. With the changing dynamic in security and demand for global payment integrations, RMS Cloud is sharing its newest technology to connect the hospitality business to the world. RMS Pay is designed to encompass an all-in-one ecosystem that is secure, easy to use and off ers state-of-theart technology. Through RMS Cloud’s payment terminals, staff can easily navigate a user-

friendly interface and manage payments from one location, making end-of-day processes simple and time-saving.

“No Vacancy is the leading Hotel and Accommodation Expo in Australia and RMS is proud to be exhibiting again this year” said Stephen Martin, Chief Sales Officer at RMS Cloud. “The opportunity for RMS to meet with a wide range of customers and to engage with prospects -all under one roof and over two days is incredibly valuable.”

To learn more about RMS Cloud and its cutt ing-edge property management solutions, visit their NoVacancy Expo and Conference booth from August 31st - September 1st.

Stephen Martin, Chief Sales Officer, RMS Cloud

Preferred supplier to Australia’s Forbes 5 Star Hotels

Proudly crafting premium and luxury mattresses in Australia

Over the course of over 42 remarkable years, Comfort Sleep a proud family business, has dedicated itself to perfecting the intricate art and skill of crafting handmade premium and luxury mattresses. Each mattress we create is a testament to our passion of providing the ultimate comfort and quality that surpass all expectations.

Preferred Mattress Supplier to Australia’s only three Forbes 5 Star Hotels

For a decade, Comfort Sleep has been the leading mattress supplier for Australia’s Forbes 5 Star rated hotels. The exceptional craftsmanship and commitment to quality enable the mattresses to provide a truly unique level of comfort that exceeds the sleep experience even for the fussiest sleepers. Being a boutique and

Innovation and Comfort Sleep

agile business allows us to provide flexible solutions to our customers, which has enabled us in continuing our footprint nationally and internationally.

We are always looking for new ways to innovate and try to lead the way with new ideas. As seen with our latest development of the new personalised mattress program, designed to improve guest experience. An Australian Made mattress engineered with adjustable comfort system, giving guests the opportunity to select their preferred mattress firmness, promoting a well-balanced sleep.

We are pleased to announce that this program will be featured at the upcoming NoVacancy Expo in August.

New Manly Pacific epitomises the ultimate in coastal living

By Sarah Davison, Industry Reporter

Sydney’s iconic beachfront hotel, Manly Pacific has reemerged after two years to reveal a magnificent $30 million transformation. The property dates to the late 1970s when the original Hotel Pacific, which opened in 1912, was demolished and rebuilt. It was most recently known as the Novotel Sydney Manly Pacific.

The newly refurbished hotel epitomises ultimate coastal living. It features a refreshed façade, 213 redesigned rooms, a rooftop pool and bar, a sundeck with an infrared sauna, an eclectic new lobby bar, as well as a conference and events floor.

"Whether you're here after work, or on a weekend getaway, from the moment you step into our hotel, you'll feel calm, rejuvenated and connected to the ocean," Manly Pacific General Manager Dylan Cole said.

"Manly has always had a magical feel to it that can wash away the bustle of the city. At Manly Pacific, we've added a touch of beachside vibrance that amplifies the feeling of being above and away from it all."

Joining Accor’s MGallery Hotel Collection, Manly Pacific is in good company with more than 100 boutique hotels worldwide, each with a distinctive local story to tell.

A strong local spirit is evident throughout, with the hotel's iconic object being a custom surfboard cultivated by Denny Keogh of Keyo International, one of the pioneering Brookvale Six surfboard shapers.

Encouraging guests to connect with the surrounding community, Manly Pacific welcomes all

visitors to discover what Manly and the Northern Beaches have to offer, from its rich surfing history to its thriving local arts scene and boutique shopping.

“We’re showcasing Manly’s creative community throughout the hotel, from displaying the works of local photographers to heroising local produce on our plates,” Mr Cole said.

“At every touch point, we’ve considered the extra level of detail guests now expect from a great hotel experience, with a key focus on sustainability initiatives, such as smarter energy-saving room controls to electric car charging stations.

“We’ve brought a new level of

sophistication to Manly without losing the quintessential way of life of the Northern Beaches, from its laid-back lifestyle and strong connection to the sea and well-being.”

Guest rooms are bathed in natural light and feature expansive views of the ocean through Manly’s towering Norfolk pines. Drawing on the natural beauty of the Northern Beaches, the palette is soft and neutral with tactile organic textures and furnishings, pale bleached woods, and travertine stone accents that mirror the sand.

For those looking to escape the hustle and bustle, nine oceanfacing Coastal Suites have been

designed to allow guests to rejuvenate and find their own way to calm. Every guestroom features fresh foliage throughout, while the natural stone bathrooms make guests feel like they’re at their own private spa. While the Infinity Residence, Coastal Suites, and Sun Lounger rooms each offer exceptional experiences, every room has been refreshed to help guests master the art of staycation. Each room has been thoughtfully designed and includes smart technology, including a Smart TV with Google Chromecast, bluetooth speakers and smart room controls.

For those looking to enjoy a tipple, the vibrant new bar 55 North (an homage to the hotel’s enviable address) adjoins the lobby. A new sun-soaked nook sits beside the brand-new rooftop pool and sundeck overlooking one of Australia’s most famous beaches, and with the views, it’s sure to become one of the most sought-after locations in New South Wales.

Whether guests are looking to relax, rejuvenate or indulge in the finer things in life, the refurbished Manly Pacific is sure to work its magic.

Images courtesy of Manly Pacific

Transforming ambience:

Elevating guest experience with flameless candles

By Sarah Davison, Industry Reporter

When it comes to bringing a warm and inviting atmosphere to a space the discerning decorator turns to candlelight. While traditional candles inspire a sense of romance and tranquillity, they are not a suitable addition within an accommodation or hospitality setting, and flameless candles are an often-neglected solution.

Alarmingly, a significant percentage of fires begin from an unattended flame, and many insurance companies now insist that venues remain ‘flame free’ as the risk of fire is too great. In South Australia alone, candles were found to have caused almost $8 million in damage to homes from 2016 to 2021.

"The figures equate to an average damage cost of $68,584 per candle fire over the past five years," former Emergency Services Minister Vincent Tarzia said.

"Some might think candles are perfectly safe, but it is crystal clear misused and unattended candles pose a significant risk to lives and property."

Alongside the clear safety

concerns, traditional candles are not friendly to the environment or our health - often consisting of petroleum-based paraffin wax, artificial fragrances, and pesticide-laden cotton wicks.

Happily, for hospitality operators there is a wonderful alternative. A new generation of flameless candles have all the romance and allure of traditional candles with none of the negative side effects.

To learn more about how these flameless candles help elevate the atmosphere of a space, AccomNews spoke with Enjoy Living CEO and Founder Lisa Carrick.

For Ms Carrick, flameless candles are the ideal solution for any business looking to enhance the ambience of a venue.

“Like music, candlelight has the power to shift and change energy, bringing a sense of calm and tranquillity,” she said.

“By adding flameless candles to a room, you immediately elevate the ambience.”

However, to invoke a sense of luxury and tranquillity, Ms Carrick said it was essential to invest in quality to truly exceed guest expectations.

“High-quality flameless candles are a total gamechanger,” she said.

“Flameless candles have come a long way from the colour changing

flashing lights of 10 years ago.

“With the advancements in technology, it makes it impossible to tell the difference between a real candle burning and a flameless one, casting dancing shadows just like a real flame.

“It’s important to remember that even though an entry-level and a luxury car will both get you from A to Z, the ride is very different. Part of that ride is knowing how long the batteries will last - this is key to understanding potential cost savings to the bottom line.”

High-quality flameless candles are made from real wax and come in a range of designs from tea lights to traditional pillar candles and even lanterns. This variety means there is a flameless option to suit almost any space and occasion, and unlike real wax candles, they never burn down and stay looking brand new.

For accommodation providers who offer a late-night contactless check-in, the latest flameless candles provide that very warm welcome and add a personal touch. There is nothing easier than setting up flameless candles in anticipation of your guests, to invite them in and provide a guiding light.

For accommodation providers with function spaces, flameless candles can bring a sense of intimacy and romance with a simple setup and easy pack down for staff.

“I strongly recommend choosing a flameless candle that has remote capability, allowing you to turn the candles on and off as required at the simple press of a button,” Ms Carrick said.

“This is ideal for staff when setting up function rooms, reception, and common areas throughout an establishment, saving hours in set up or bump out.”

Additionally, flameless candles have a reduced overall labour cost when compared to traditional candles. No longer do staff have to spend time cleaning up wax spillages or tending to spoiled tablecloths – flameless candles simply need to be dusted and switched off and packed away when no longer in use.

Ms Carrick said: “With no dripping wax there are no candelabras or spills to be cleaned up after an event, nor are tablecloths being thrown out due to wax burning a hole in the fabric, saving time and money.”

For Ms Carrick, incorporating flameless candles into the design of your accommodation is a simple and effective way to make your guests stay an unforgettable one. “Flameless candles are the easiest, safest, and most costefficient way to add ambience to a room,” she said.

“They are certainly not a trend, they’re a lifestyle choice.”

Image courtesy of Enjoy Living

Creating timeless elegance with flameless candles

Market Leader Uyuni Lighting Saves Time and Money

With the advancements in technology, Uyuni Lighting makes it impossible to tell the difference between a real candle burning and a flameless one that casts dancing shadows just like a real flame. These highly functional battery-operated flameless candles are proven performers, being both aesthetically versatile and cost efficient.

Saving Time and Money

Driving down operating costs, Uyuni flameless candles can save you up to 90% of your annual candle spend year on year. Our new generation of flameless candles have been reengineered, so that most of our candles now take 2C batteries. We have qualified through rigorous testing these give you more than 1,000 hours* of ambient mood lighting which means a longer time between battery changes. And if you run the candles on the built in 6hr timer function every day, you would only need to change the batteries twice a year!

All our candles are remote enabled, making them stunningly cost efficient. One remote, so long as they are in line of sight, can simultaneously operate thousands of

candles. Using a combination of timer and brightness options, remotes provide staff with an added level of functionality, which is ideal when setting up in advance for events, adding welcoming warmth to a reception area and other common areas throughout.

Indoor and Outdoor Options

For indoor use we offer handmade real wax flameless candles, in seven colourways across more than eighty pillars, votives, tapers and tea lights. Timeless classics of Nordic White and Classic Ivory anchor the rich muted earthy hues of Matte Black, Sandstone, Urbane Grey, and Carmine Red. Hand painted Metallic Gold adds a touch of luxe, truly reflective of an elegant yet casual lifestyle. Our Nordic White Christmas Trees always look perfectly lit, never burning down, or losing their shape; they are a real gamechanger for styling the Festive season. Like real candles, you will need to treat them as you would a traditional wax candle, so they will melt if left out in the sun and won’t tolerate water.

For outdoor areas where mood lighting is required and may be exposed to the elements, Uyuni Lighting offers an outdoor curation of candles and lanterns. These are UV protected inclusive of an IPX5 weather resistant rating, so they won’t melt in the sun, and now there is no mad dash to bring them

inside every time it rains. No wonder hotel and hospitality clients ask for Uyuni by name.

More than Flameless Candles

Established in 2010, Enjoy Living is an Australian owned family business who have specialised in the manufacture of flameless candles. Covid brought an opportunity to regroup, and, strongly influenced by Danish Design and attention to contemporary influences, Enjoy Living have expanded into furniture and accessories, building on their love for creating inspiring spaces. Enjoy Living introduces the EKTA Living Collection crafted from ethically sourced materials, the minimalist pieces are designed to make the everyday beautiful. The Firekeeper, with its combination of sleek beauty and enhanced optimal functionality is a deserving collector’s piece. The Holmes occasional and side tables offer a unique aesthetic and superb functionality without dominating the room. The Scala furniture pieces are coveted by interior designers around the globe. Hand carved from Ash wood, the Nguni Heads in Scandi style draw inspiration from the horns of the indigenous cattle of South Africa. The EKTA Bathroom, Kitchen and Living collections combine function and form, staying true to the EKTA Living philosophy to make beautiful everyday design which can withstand many years of frequent use. EKTA Living - design that loves growing old.

Uyuni Lighting:

New ceilings can raise the roof on profits

By Grantlee Kieza, Industry Reporter

Have you ever felt the weight of the world pressing down on you?

The wrong ceiling can have that claustrophobic effect, especially for guests in olderstyle resorts with chunks of grey vermiculite overhead. The coarse grey texture immediately identifies an accommodation property as dated and can often be a sure-fire guarantee that guests won’t be returning.

But refreshing ceilings to give a more modern, brighter, and cleaner appearance is a simple way to renew and refurbish guestrooms to stay ahead of the game in the evercompetitive accommodation industry. Maintaining high standards and enhancing a property’s appearance, can only add to the guest experience, increase customer satisfaction, safety, and improve the allimportant bottom line.

There are many cost-effective and environmentally friendly ways to spruce up guestrooms to boost business, and simple restorations on a budget can significantly improve appearance and functionality. Also known as an acoustic or vermiculite ceiling, the “popcorn ceiling” is a spray-on, textured finish that resembles the texture of popcorn or cottage cheese. The spray-on vermiculite was great for reducing noise and covering dirty, damaged, or uneven ceilings, but it fell out of favour in the 1980s.

It is still prevalent in many older properties, though.

Resurfacing is a cost-effective solution to out-of-date ceilings, benchtops, bathtubs, and tiles.

Matthew Bailey is a Senior Advisor with Ceiling Resurfacing Australia which has qualified technicians across the country and specialises

Resurfacing doesn’t just improve ceilings, either…

Benchtop resurfacing can provide an immediate and dramatic transformation to kitchens. Areas damaged by chips, burn marks, and wear and tear from years of hosting guests can be easily filled and repaired. Non-porous acrylic materials provide design flexibility and a number of maintenance advantages, being waterproof, stain and impact-resistant, and hard-wearing.

Bathtub resurfacing is also a sound investment provided the tub is in good working condition. The reglazing process removes surface imperfections, scratches, shallow cracks, and stains and can make the bath look like new for not a lot of money. Similarly cleaning the grouting in a bathroom or kitchen is a faster and cheaper way to improve the appearance than major renovations. Depending on the stains in the grouting, a simple warm water and vinegar solution can suffice, though sometimes bleach is the only remedy.

One of the cheapest ways to update a bathroom tile without replacing it is a lick of paint though it may be harder to remove the tile in the future and the tile and grouting will lose their contrast.

in transforming old textured ceilings. “The vermiculite style ceilings are still everywhere in motels while others have stippled or stucco ceilings,” Mr Bailey said.

“In more recent years textured paint became popular, particularly with a lot of apartments in places like the Gold Coast.

“Vermiculite and other textured ceilings were used to hide the concrete imperfections. It's a cheap way to finish ceilings, but unfortunately, once you've got that texture it creates shadows. Your brain translates this to lowering the ceiling so that the room seems smaller and darker, like an overcast day, but all the time.

“Some people think the best way to fix that is to build a false ceiling, which is one of the traditional methods. But adding a lower ceiling only makes the space feel even smaller.”

Mr Bailey said resurfacing ceilings was not just a matter of skimming or rendering over the texture.

“Rather, it involves a comprehensive process of grinding the texture and coating them repeatedly until the surface is perfectly smooth.

“Then, once painted white, the ceilings feel bright and clean and the feel of the room completely changes. It’s like clouds on an overcast day that have lifted and completely disappeared. Almost without exception, the first thing people say when they walk in, and the vermiculite has been replaced with a new surface is that the space feels so much bigger and brighter.”

Mr Bailey said a standard-size motel room could be resurfaced with an allergy friendly low-VOC plaster finish for as little as $2000 which would “completely transform” the overall look and feel of the space.

He said resurfacing was a much better option than installing a new plasterboard ceiling as varying lighting conditions expose joints, screw holes, and other imperfections.

There are many companies now specialising in improving the waterproofing of bathrooms through modern sealants which, with guaranteed work, are proving far less expensive than major bathroom renovations. There are also major environmental benefits in adopting a renew-andrefurbish approach, with reduced waste and energy consumption compared with the work of replacement or major renovations.

“The resurfacing process gives the ceiling, what the industry calls a ‘level 5 finish’, which is a perfectly smooth uniform finish”.

“Plaster joints have no texture,” Mr Bailey said, “but plasterboard sheets have a paper texture, which is why you can often see the joints under various lighting conditions.” For resurfacing to be done properly, specialised high-pressure spray equipment is used to apply plaster very thinly under high pressure. Therefore, a perfect bond is achieved with a beautiful finish that lasts a lifetime.

Images courtesy of Ceiling Resurfacing Australia

Banish the 1970’s popcorn ceiling

Textured ceilings have been the bane of everybody’s existence ever since ABBA vinyls were packed away and mission brown on the suburban home was banished. Nevertheless, both are much easier tasks than getting rid of a 1970’s popcorn ceiling!

Of significant concern to the hospitality industry are the sensitivities of guests and their perceptions. In addition to the feelings of datedness, the once popular ceiling finish can illicit worries about asbestos, allergies, ceiling sand in the bed, the list goes on…

Likelihood of repeat clientele? Diminished.

Traditional solutions like painting the texture can be costly due to the spongelike properties of vermiculite sucking inordinate amounts of paint and ultimately

only ‘freshens’ a bad look. Scraping ceiling texture off is like opening Pandora’s box. Typically, it is extremely difficult to do and exposes a trove of finishing issues that subsequently need to be resolved. Skimming and rendering are risky.

False ceilings do a great job of hiding the texture, but the trade-off is that it makes the room feel smaller.

The solution

Thankfully there is a solution that ticks all the boxes. Ceiling Resurfacing Australia has developed a proprietary high-tech resurfacing system that turns the 1970s into now. With the VermicuHIDE trademarked system, there is no loss of ceiling height, (making the room feel bigger not smaller) ceilings are easy to paint and an industry high architectural

finish that makes the ceilings feel higher, cleaner and modern without any of the traditional disadvantages is attained. Any existing fire and sound ratings are unaffected and, once completed, future maintenance including painting or patching can be treated just like a brand-new ceiling.

With experienced technicians based across the country, premises can quickly be transformed into a modern, clean and inviting space. We have specialist crews that are experts in getting in and out with minimal disruption for our clients. In just a few days a complete transformation takes place. Customer satisfaction is the company’s focus as can be seen 100% of customers who have given online reviews give Ceiling Resurfacing Australia 5-star ratings! As all technicians are qualified tradespeople, we provide complete solutions including any traditional plastering and painting needs. Why wait any longer to turn 1973 into 2023?.

Maximising revenue potential:

Strategies to drive bookings & increase online visibility

By Mandy Clarke, Editor

In today's competitive digital landscape, it’s essential for accommodation operators to leverage effective strategies to drive direct bookings and increase online visibility. By implementing the right techniques, they can stay ahead of the competition and maximise revenue potential.

AccomNews tapped into the expertise of three industry insiders who shared some valuable tips and techniques.

When it comes to driving direct bookings, HiRUM Marketing Manager Nikita Johnston said while it can be overwhelming to know where to start, there were key areas to prioritise. First, accommodation operators should enhance their website.

She said: “Your website is your online shopfront, so it's crucial to make a positive impression. Ensure that your website is visually appealing, user-friendly, and optimised for all devices."

Also: “Make the booking process as smooth and hassle-free as possible. Integrate a user-friendly booking engine directly into your

website, enabling guests to easily check availability, select their desired dates, and complete their reservations within three clicks.”

RMS Cloud Chief Sales Officer Stephen Martin said empowering accommodation providers to leverage Google Hotel ads was key to driving more direct bookings to your website.

“Google Hotel Ads places them front and centre on the availability search screen, driving direct bookings and preventing them from being overshadowed by OTAs,” he said.

“By seizing this opportunity, hotels can stay in control, ensuring potential guests see their official website and book directly, avoiding the risk of losing out to free advertising and price comparisons.

“When advising our customers on driving direct bookings, I

emphasise the importance of clear market segmentation to target your customers effectively.

“By delivering tailored messages that resonate with their needs and preferences, you enhance engagement and increase the likelihood of direct bookings.

“You will see results if you speak directly to your customers, capture their attention, and inspire them to book with personalised and relevant marketing material.”

RoomStay CEO Declan Mimnagh said: “One of the top strategies for driving direct bookings is brand protection. It's crucial to ensure that your web direct prices are in price parity with OTAs and wholesalers.

“This helps maintain control across channels and make sure that on first touch when a user searches, your hotel’s

web direct prices are equal to OTAs and other channels.

“Additionally, protecting your brand on branded searches is essential. When users search for your hotel by name in Google, it's important to prevent OTAs from bidding on those branded searches.

“We often see hotels competing with OTAs in upper funnel searches like ‘Sydney hotels’ and spend all their budget there. Whereas we recommend hotels start with a defence strategy to protect their brand on branded searches and drive branded search volume into the hotel’s website to book direct.”

While direct booking is the goal, HiRUM’s Nikita Johnston said that harnessing the power of OTAs can be a game-changer, importantly they allow your property to gain visibility.

HiRUM, Marketing Manager Nikita Johnston

RMS Cloud, Chief Sales Officer, Stephen Martin

RoomStay, CEO, Declan Mimnagh

“OTAs provide a significant marketing opportunity by exposing your property to a wide audience.

“While commission fees may be a concern, the visibility and reach offered by OTAs are invaluable. Listing on OTAs ensures your property is seen by potential guests who may not have found you otherwise."

Additionally, Ms Johnston said the relationships built through engaging with OTAs could prove beneficial for future bookings.

“When guests book through OTAs, use the opportunity to gather their contact information and build a relationship from the moment they book,” she said.

Mr Martin, RMS said OTA tools can benefit accommodation managers, providing valuable insight into the market.

“It is important to recognise your hotel and brand pricing matches the competitive set and the broader market, ensuring you are relevant,” he said.

“Leveraging tools like OTA Insight can be instrumental in staying on top of your pricing. Using rate shoppers, revenue managers can efficiently track and analyse all available rates online, saving time and ensuring accurate rate pricing. This data-driven approach provides valuable insights into your competitors' pricing, enabling you to make informed decisions and maintain a strong competitive advantage.”

Another way to tap into the power of OTAs is to maintain rate parity.

He said: “Inconsistencies in prices across different OTAs can prompt guests to price shop, cheapening your brand. By implementing a rate parity strategy, you instil confidence in your customers, assuring them that the price remains the same on all channels.”

RoomStay’s Mr Mimnagh agreed that rate parity was imperative when working alongside OTAs.

He said: “To harness the power of OTAs effectively, it's important to optimise your hotel's presence on these platforms and have a separate strategy for marketing your hotel brand on OTAs. Start by ensuring price parity between your web direct prices and those offered by OTAs.”

Channel managers are essential tools that simplify the distribution of inventory across multiple platforms.

Ms Johnston, HiRUM, said enhanced visibility was a clear benefit.

“By using a channel manager, you can ensure your property is visible on multiple channels where potential guests are actively searching.

“This increased visibility improves your chances of attracting bookings and reaching a wider audience,” she said.

Ms Johnston added that utilising a channel manager can help avoid double bookings and avoid guest disappointment.

“Channel managers prevent double bookings by automatically syncing your rates and availability across all connected platforms,” she said.

“This eliminates the need for manual updates, reducing the risk of human errors and saving you valuable time and resources.”

RMS Cloud’s, Mr Martin said that the benefits of a channel manager were twofold.

“Two key benefits of using a channel manager that are highly significant and come to mind are time-saving benefits and speed,” he said.

“Firstly, it offers immense time savings benefits by eliminating the need to update rates on

each extranet individually. With a channel manager, a single price input instantly updates across all channels, streamlining the process and reducing human error.

“Secondly, integrating a powerful PMS with Direct Connect channel management capabilities enhances your rate management performance.

“Rate changes can be quickly and automatically updated through your PMS across your various OTAs such as booking.com and Expedia, ensuring accuracy and efficiency in distribution."

Mr Mimnag said he often saw hotels overcomplicate distribution.

“Simplifying the distribution of inventory across multiple platforms can be achieved by adopting a streamlined approach,” he said.

“Avoid duplicating rates or managing different rates for various channels. Instead, utilise a base set of rates that can be shared across all channels, including web direct and OTAs.

“This approach eliminates operational overheads and simplifies rate management. To further optimise distribution, consider creating tactical rates specific to your web direct channel. These rates can be exclusive offers or promotions that are not available on OTAs.

“By centralising your rates

and avoiding unnecessary duplication, you can save time and effort in managing inventory across multiple platforms. The benefits of simplifying distribution include improved operational efficiency, reduced rate management complexities, and better control over inventory.

“It allows you to maintain consistent pricing across channels and focus on strategic rate management to maximise revenue.”

On expanding your online presence Ms Johnston said one of her top tips was to look beyond OTAs and include social media platforms and Google Business. Then, she suggests optimising your Google Business account to ensure that travellers can easily find your property when searching.

“Pay attention to details such as accurate contact information, high-quality images, and positive guest reviews,” she said. Additionally, maximise your online visibility by leveraging the power of advertising platforms such as Google Ads and meta-advertising.

“These tools drive targeted traffic to your website and enhance your visibility in search engine results,” she said.

Mr Mimnag said you want to be found, so optimise your search engine placement in Google by implementing SEO (search engine optimisation) and SEM (search engine marketing) techniques. Also, “establish your hotel as an authority and focus on longer tail keyword searches that align with your unique offerings”.

He said: “Leverage your expertise in the local area and provide valuable content that matches the search intent of potential guests.”

Finally, Mr Martin emphasised the importance of positive online reviews.

“To boost your hotel's online visibility, focus on key strategies like maintaining high property scores and positive reviews,” he said.

“These factors play a vital role in increasing rankings and attracting more bookings, making them essential for building an online presence.”

Image courtesy of RoomStay

The ultimate hotel booking engine, designed and built by ex-OTA experts!

Are you looking to skyrocket your direct bookings and take your hotel’s booking experience to new heights? Look no further than RoomStay’s cuttingedge hotel booking engine. Built by a team of seasoned ex-OTA and travel tech experts, RoomStay is the gamechanging solution that will revolutionise your hotel’s online presence.

A high-converting and efficient booking experience is important to your hotel’s direct booking success. Fortunately, RoomStay understands users want speed, convenience, a trusted experience and minimum clicks when booking online which is why our easy-to-use booking engine helps you

capture the most guests and maximize your online potential.

RoomStay offers hotels an industry-leading experience with features including seamless integration on your hotel’s brand website (meaning guests stay on your site throughout the entire booking process), real-time availability, dynamic pricing into your .com site, member only deals and secure payment processing. We can also integrate directly into your

CRM and analytical stacks. We ensure a smooth and hasslefree implementation process, saving you time and effort.

What sets RoomStay apart is our team’s unique expertise in the OTA and tech industries. We fully understand the intricate needs of hotels and accommodation

brands, and have channeled that knowledge into crafting a booking engine that surpasses all expectations. We guarantee a user-friendly interface that makes it a breeze for guests to book their stay at your hotel, resulting in more bookings and increased revenue.

Not only does RoomStay drive more direct bookings, but it also enhances the guest experience. This leads to more satisfied guests, potentially resulting in repeat bookings and positive reviews. Take control of your hotel’s online presence and enjoy the benefits of the hotel booking engine designed and built by ex-OTA experts. Say goodbye to hefty OTA commissions and hello to increased revenue and guest satisfaction.

RoomStay is the ultimate solution you’ve been waiting for so don’t miss out on this opportunity to elevate your hotel’s bookings. Visit RoomStay today at www.roomstay.io

Unlocking the power of digital identities within your CRM data

By Eric Reece, Creative Director, Cendyn

Your hotel CRM is a wealth of useful information about your guests’ digital identities. These ‘guestprints’ are powerful personal frameworks for conversion-primed marketing strategies.

Personalisation is key to success in the highly competitive world of hotel marketing. When one property does a better job of crafting a message that’s relevant and delivered at the right moment, it not only earns revenue. It also earns the soft trust of the guest and deepens that direct relationship. Success comes from knowing your guest and translating that knowledge into resonant messaging that drives results.

As technology sits at the centre of daily hotel operations, proper personalisation means utilising the data we have on our guests to create targeted and effective marketing campaigns. This is where customer relationship management (CRM) data comes into play.

There’s a depth of knowledge that sits within your hotel’s CRM data, providing clear digital identities that provide the foundation for personalised marketing communications at scale. By analysing guest profiles and identifying patterns and trends in their behaviour, hotels can segment their audiences and create personalised messaging that resonates with each guest. These bespoke communications result in increased loyalty, higher guest satisfaction, and ultimately, more revenue. However, not all guests are the same and their needs change throughout the different phases of their travel journey.

Understanding your guest's digital identity

Digital identities are made up of three primary elements: demographics (which are relatively static), past behaviours (which evolve over time) and unique preferences (which must be captured by a hotel’s tech stack).

Demographics are relatively static and predictable. Age evolves over time, and most people aren’t

changing their hometowns often. These are also the easiest to capture, as demographic details are part of nearly every booking.

Guest behaviour is more dynamic and may change over time. These elements include preferred booking channels, frequently booked room types, typical booking patterns, average length of stay and on-property spending. This behaviour tends to depend on the type of trip, such as business or leisure, as well as the objective of the trip, such as with family or friends.

Guest preferences are less static

The Billboard Effect

5 ways you can make the most of it

If you have been in the hospitality industry for a while and been following the trend and effect patterns, you may have heard of the term “The Billboard Effect”.

It's a term that represents a traveller initially finding a property through the advertising of an online travel agency (OTA) listing, then proceeding to the property's direct website to secure the booking.

Sylvia Johnston Senior Executive, HiRUM Software Solutions

Some property managers may not see the benefit of listing their properties on OTA websites, due to a lack of ROI (return on investment). However, a pattern we have seen in modern-day travellers, is that OTAs are first being used as a research tool to identify location, price variants, and value for money. This is then followed by viewing the website of the property directly to determine if the brand is a cultural fit and to review any additional information or offers. At that time, the consumer

than demographics but change less often than guest behaviour. These are the nuances that remain somewhat constant throughout different trip types — a person who enjoys golf or eats vegan, is most likely to still have that preference no matter what type of trip they are on. This information can then be used to craft relevant messaging that triggers a desired behaviour. Guest preferences also inform the functional and emotional benefits that a particular profile likes about your property, which shapes how best to engage a guest across touchpoints.

completes the transaction directly through the property’s webpage.

So, what does this mean for property owners and managers? Simply put, OTAs can be an extraordinarily beneficial advertising tool. OTAs, used in conjunction with a responsive property website, can increase direct bookings considerably. It is imperative that properties have a modern, easy-to-use website that enhances customer engagement in order to complete the transaction process.

Website appearance & responsiveness

To maximise the advantage of the Billboard Effect, it is essential that your webpage is visually appealing, modern, and user-friendly. Professional, high-quality imagery

With these digital identities, hotel marketers can better understand their guests' preferences, and then connect those to specific mindsets along the guest journey with communications tailored to each phase. This level of personalisation can improve guest satisfaction and drive revenue by encouraging repeat bookings and positive reviews that bring more guests to the property.

Targeting guests in the four phases of travel

Guests have different mindsets, needs, and expectations depending on their phase of travel. Each of these phases presents opportunities and challenges, and intuitively understanding the nuances of each is key to crafting marketing messaging and website content that resonates with guests, drives revenue, and increases satisfaction.

Phase 1: Dreaming

The dreaming phase is the most creative point in the guest journey. The guest is considering options, which can mean a variety of things. If it’s a business traveller who stays frequently at your property, they may be dreaming about finally making time for a spa visit. For a casual traveller into food, the focus could be on the property’s proximity to the best restaurants, or perhaps access to culinary experiences that

will optimise the appearance of your property and transform your properties digital representation. It is important to showcase the time, quality, and financial investment you have committed directly to consumers to highlight the best parts of your brand.

Ensure your webpage is easy to navigate across all devices (desktop, mobile and tablet). Consumers are likely to peruse and research hotels from numerous devices before finally booking, which is why having a responsive website is crucial to the customer booking process.

Website content

Show customers you have taken the time to go above and beyond by providing tourism options beyond their accommodation stay.

only your property can provide. At this phase, potential guests are scrolling social media, reading travel blogs, watching videos on YouTube, checking TripAdvisor, or asking ChatGPT for local recommendations. To target guests in this phase, hotel owners can use CRM data to identify guest demographics and behaviours, such as age, interests, and travel history. Messaging during this phase should highlight the hotel's loyalty program and VIP perks, as well as showcase the features and amenities of the property. Social media, display ads, and search engine optimisation (SEO) are effective channels for reaching guests during the dreaming phase.

Phase 2: Planning

During the planning phase, guests are narrowing down their options and deciding on a destination. They may be searching for specific amenities, researching recommendations on local activities, or looking into the weather before packing. They’ve narrowed down their options to a select few properties and are nearly ready to book.

With that in mind, messaging should adjust based on individual guest preferences, as well as typical guest behaviours, to capture the booking before it goes to a competitor. Messaging should focus on local events, activities, and property

amenities that are likely to appeal to the guest, which are all primed for conversion.

Phase 3: Booking

When guests are ready to book, your messaging shouldn’t get in the way! It should adjust according to a guest’s booking trends, past behaviours and personal preferences. For instance, an abandoned cart reengagement email would amplify the property’s benefits, focus on what matters most to that specific guest and incentivise the booking with a personalised rate –all based on the hotel’s CRM data. In general, messaging during this phase should emphasise the benefits of booking directly, such as lower rates or special offers. It's important to use CRM data to identify guest booking behaviours, such as preferred booking channels and room types, to personalise messaging and encourage direct bookings.

Phase 4: Experiencing

Once guests are on-site and enjoying their stay, the mission shifts from earning the booking to maximising revenue per booking. This is a critical phase for upselling premium experiences and amenities, such as spa treatments or room upgrades.

Yet, it takes nuance to effectively accomplish this without alienating guests with irrelevant messaging driven by profit. That’s where the guest’s CRM data can inform the best way to engage

guests, as messaging can be adjusted based on conversion cookie tools to track guest behaviour and personalise messaging on the hotel's website and within emails and texts.

Bringing it all together

Each phase presents different conversion opportunities and marketing challenges. By leveraging CRM data to align messaging with guest behaviour, preferences and expectations at each phase, communications are more likely to connect with guests at the ideal moment. Those small touches add up to big wins over the lifetime of a guest relationship.

When leveraging your CRM’s digital identities, keep these five best practices in mind:

• Personalise your messaging

• Use eye-catching Visuals

• Highlight your unique selling proposition.

• Create urgency

• Test and refine your campaigns

Ultimately, targeted marketing communications that address the needs, preferences and expectations of each guest will foster satisfaction, drive revenue, and build loyalty for your hotel. And, as you further refine your guests’ digital identities within your CRM, the benefits will grow and compound over time!

This could entail local tourist spots, attractions, transport, restaurants, and activities. Delivering travellers more information about the area and what they can do will enhance their view of the property as "the whole package".

Booking form

An attractive and easy-to-use booking form will make your accommodation look highly appealing to consumers and

therefore increase the chances of a direct booking being made. A booking form that has just three clicks from ‘look to book’ is imperative to save guests time and to ensure they have a pleasant booking experience. Make sure your booking form allows you to personalise its appearance so that it blends seamlessly with your website and brand.

Optimise your website

It’s important that your website is easy for consumers to find. The accommodation industry is saturated with online businesses, so investing in SEO (Search Engine Optimisation) is going to be one of the best ways to ensure your website stands out from the rest. Outsourcing to a digital marketing firm and dealing

with industry professionals is well worth the investment.

Competitive booking rates

Once consumers decide to visit your webpage to make their final decision, it’s worth encouraging them through competitive prices that can only be secured through booking directly. Adding time-sensitive promotions will also add the subtle pressure to book now at a special rate, instead of opting for the OTA.

The Billboard Effect is a great digital event in the industry. When used proactively, it can increase direct bookings considerably. The above tools are just some of the ways you can make the most out of a natural event that occurs during the consumer booking process.

Happy Guests: The convenience of seamless check-ins

By Mandy Clarke, Editor

In hospitality, technology is always reshaping the guest experience and a significant advancement has been the introduction of self-service checkins. These innovative solutions, including kiosks, keyless checkin systems, pre-arrival online check-in, and key safes, have revolutionised the traditional check-in process.

AccomNews explores the benefits of self-service check-ins, how they optimise operations while providing guests with a superior experience and consults leaders in this technology space.

The benefits of self-service

First and foremost, speed and efficiency are greatly improved.

Guests can breeze through the check-in process, reducing wait times and avoiding long queues at the front desk.

This streamlined approach saves precious time for both guests and staff, agreed Steven Barnwell, Sales Manager at Vintech Systems. It creates efficiencies through automation, affecting all areas of the operation, from the property’s reputation to the bottom line of the profit and loss statement.

He said: “Through procedural efficiencies, team members can use the saved time to focus on exceeding guest expectations, resulting in increased guest satisfaction and a more manageable workload behind the scenes. “It elevates the guests’ stay. "A now pivotal part of the guest experience is the importance of creating convenience. Self-service solutions offer near-unlimited freedom to check in and out via guests’ own devices and to personalise their stay to their heart's content. This allows operators to capture accurate and highly relevant details to exceed their expectations for their next stay,” he said.

“Guests are often time-poor and would rather spend their time focused on the reason for their stay, not waiting in line to check in or out of the property or waiting on their request for room service or a more comfortable pillow.”

According to Michael Benikos Managing Director of Assa Abloy Global Solutions Australia, the main advantages of selfservice technologies are increased guest satisfaction and speed of check-in and check-out, as well as significant labour savings for hotels.

He said: “Many hotels are using such technologies to supplement their labour force but also allow for enhanced service by moving staff into the lobby as ambassadors, helping guests with their bags and suggesting options for their stay, reducing queuing at check-in and out times when the hotel is busy.

“A lot of business travellers prefer to simply process their check-in and out without talking or interacting with a person. The hotel sector is now offering the same automated experienced travellers have come to expect in the airline sector, giving guests choice and convenience to handle their booking the way they choose.”

Assa Abloy Global Solutions Australia, Managing Director, Michael Benikos

Image courtesy of Assa Abloy Global Solutions Australia

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Cost savings

With self-service check-ins, hotels can optimise their staffing needs and reallocate resources.

On this, Mr Barnwell said: “Self-service solutions offer stability for operators when it comes to managing operating expenses and wage costs. Instead of variable wage costs, often caused by team members needing to stay longer hours to help with arrivals or departures, technology offers fixed subscription-based monthly costs, regardless of the volume of guests. Hidden operational costs like paper, printer ink, recruitment, and training costs are also reduced.”

Convenience

Guests appreciate the ability to check-in independently, at their own pace and convenience.

Self-service check-ins also contribute to enhanced communication between guests and staff enabling instant messaging and notifications.

Improved service quality

With reduced administrative tasks, hotel staff can dedicate more time to delivering exceptional

customer experiences, such as personalised recommendations, arranging special requests, or resolving guest concerns promptly.

A revenue booster

By eliminating the need for additional staff during peak hours and streamlining operations, hotels can accommodate more guests efficiently, resulting in increased occupancy rates and ultimately driving revenue growth.

Kiosks

Self-service kiosks have gained popularity in lobbies due to their ability to reduce wait times and enhance guest satisfaction. These user-friendly terminals provide guests with the freedom to independently check-in, select room preferences, and access essential information.

Moreover, kiosks offer multilingual options, eliminating language barriers.

On the rise of their popularity, Mr Benikos told us: “The kiosks of today are totally different to the kiosks of old.”

He said: “They are elegant, tabletbased devices that integrate seamlessly with the front desk lobby, enhance the reception

and lobby areas, and provide full integration with backend systems allowing a fast, quick, and easy check-in process for almost all guests. Deployed easily, they provide guests with reliable, quick, and fast processing of their bookings.

“We are also seeing a mega trend of automation being adopted since COVID, across all guest-facing industries and the long-term trends of labour shortages and high labour costs are also driving the use of this technology. It can reduce overheads for hotel operators.”

Keyless check-in

Offers a seamless and contactless experience for guests. Digital technologies, such as smartphone apps or encrypted codes, provide secure and streamlined access to hotel rooms. Guests can bypass the front desk entirely, using their smartphones as virtual keys, ensuring a hassle-free arrival and departure process.

Pre-arrival online check-in

Website or app-based pre-arrival check-in solutions enable guests to complete the registration process before their arrival.

Mr Barnwell said: “Pre-arrival and online check-in offers guests the convenience to customise their stay and check in from anywhere. This saves time for the guest and gets the formalities out of the way before arrival, allowing staff to focus on guest service.

“Operators can look forward to more accurate guest information, gather data-driven insights around guests' preferences, maximise revenue through pre-arrival upsells, upgrades and extras, and reduce operational stress on their team, ultimately reducing both wage costs and hidden operating expenses.”

Mr Benikos agreed: “Pre-arrival online check-in allows the guest to complete check-in formalities prior to arrival at the hotel, it not only speeds up the process for the guest but also allows hotels to provide upsell and personalisation options to the guest pre-arrival. This extends the touch point with both pre-and post-stay communication and increases loyalty sign-up opportunities.”

Finally, he said: “For check-out, the guest can complete this without waiting at the front desk. This has the added benefit of informing housekeeping of the departure in the PMS.”

Seamless ow throughout

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.

What you’re getting wrong about toasters and kettles

By Mandy Clarke, Editor

tear, focusing on safety features minimises potential risks.”

Guestroom

kettles and toasters - what's all the fuss, you might ask? After all, they seem like ordinary everyday appliances.

But you couldn't be more wrong! These seemingly simple appliances are essential components that have the power to significantly elevate the overall in-room experience for every single guest. When you go above and beyond and offer these small appliances with a range of innovative features and functionalities tailored to different accommodation styles, you'll not only impress your guests but also exceed their expectations.

To help you get ready to transform your guest’s stay, AccomNews took an opportunity to speak with Alex Watt, Head of Projects at Swisstrade. He shared some valuable insights on the latest trends and considerations for purchasing kettles and toasters.

When it comes to aesthetics, Mr Watt highlighted the importance of choosing visually appealing designs that complement your interior themes.

He said: “The industry is witnessing trends such as more colour options, double-walled constructions, and compact sizes. Additionally, the rise of collection combinations, where the toaster and kettle are part of a set, offers a cohesive and stylish look. An upcoming trend to watch out for is the introduction of free-standing instant hot water dispensers, which provide a faster and more convenient experience for guests while reducing the use of disposable bottles.”

In terms of features, he suggested instant hot water dispensers and integrated water filtration as innovative functionalities that are gaining popularity.

He said: “These features offer guests a new level of convenience while also promoting sustainability by reducing the consumption of

plastic or glass bottles typically provided in guestrooms.”

Different accommodation styles have varying preferences, but some common features appeal to most establishments. Safety features such as doublewalled construction and boildry cut-off functionality are sought after across different types of accommodations. Compactness is also crucial for storing kettles and toasters in confined spaces or drawers. Additionally, environmentally conscious operators opt for lowerwattage kettles to reduce energy usage and costs. Aesthetically, choosing kettles and toasters that deviate from the traditional stainless steel or black options can provide a point of difference and interest for guests.

Regarding the replacement of kettles and toasters in guestrooms, the frequency depends on the product quality and the

occurrence of misuse. Mr Watt explained: “It is not uncommon for guests to use these appliances for purposes other than their intended use, such as boiling soup or reheating milk.”

To ensure safety and proper functionality, housekeepers should inspect these items during the check-out cleaning process, while engineering teams should test and tag them according to operational policies. Safety issues should always be carefully considered when purchasing guestroom kettles and toasters.

He said: “It's crucial to select appliances that are certified to Australian Standards and comply with industry safety markings. Must-have safety features include boil-dry cut-off, double-walled construction, concealed heating elements, and exterior water level indicators. While issues may arise due to misuse or general wear and

Eco-friendly options and features are available in the market for guestroom kettles and toasters. He suggested: “Opting for lower capacity kettles and appliances with optimised wattage as a cost-effective way to achieve an eco-friendly setup and using less water when boiling to promote sustainability. Additionally, instant hot water dispensers, take sustainability to a new level by providing only the necessary amount of hot water while eliminating the need for in-room plastic and glass bottles.”

Addressing individual accessibility needs for guests with disabilities is an important aspect of providing inclusive accommodations. In the case of 'easy access rooms', careful consideration should be given to space, design, and staff education to ensure that appliances are made more accessible and tailored to meet each guest's unique requirements. While the appliances used in these rooms are typically the same as those in standard rooms, the emphasis should be placed on creating an environment that is conducive to accessibility and comfort.

When it comes to costeffectiveness, depending on the desired features and quality, Mr Watt suggested partnering with an experienced category specialist and consolidating other guestroom needs or buying in volume.

He said: “Consolidating the guestroom appliance and equipment category or contracting with a supply partner can lead to mutual benefits," and warned, “opting for a retail brand can cause future resupply challenges, as these brands tend to launch new models each year.

“On the other hand, choosing a hotel-specific brand provides reassurance of extended model lifespans and resupply confidence."

Image courtesy of Swisstrade

Elevate your guest experience with the next generation of JVD Kettles

When it comes to creating a memorable guest experience, every detail counts.

From plush bedding to thoughtful amenities, every element plays a role. One often-overlooked item that can make a surprising impact is the humble kettle. When it boils down to deciding on the next addition to your hotel room refreshment centre, JVD kettles, exclusively supplied by Swisstrade, offer the perfect blend of style, functionality and sustainability. For over 35 years, French-owned JVD has been dedicated to creating exceptional products and solutions, focusing on innovation, quality and sustainability. Their unwavering dedication to ecofriendly practices has earned them the esteemed Gold Sustainability Rating 2023 by EcoVadis. Their latest lineup of state-of-the-art

kettles is designed to meet the diverse needs of hotel and motel owners, offering options from entry-level to luxury, including the Soho, Kingsley and Glitz models.

Aesthetics that impress

First impressions are crucial, and JVD’s Glitz, Kingsley, and Soho models seamlessly blend with your room decor. The Glitz kettle boasts a sleek stainless steel double-walled body, available in a range of colours, and is a stunning blend of style and elegance.

The mid-tier Kingsley model offers exceptional performance and strikes the perfect balance between luxury and practicality. For those seeking a budgetfriendly option, the Soho kettle offers contemporary simplicity.

Delightful functionality

Guest satisfaction hinges on convenience, and JVD kettles are designed with advanced features to exceed expectations. Rapid boiling technology ensures your guests can enjoy a steaming

cup of tea or coffee in no time. The user-friendly controls and ergonomic handles make brewing effortless, while the wide opening simplifies cleaning. With JVD kettles, functionality is never compromised.

Sustainability for a greener future

With JVD kettles, you’re not only investing in superior appliances but also embracing sustainability. These kettles are designed with energy efficiency in mind, feature responsible material choices and promote water conservation. By choosing JVD kettles, you demonstrate your commitment to a greener future and inspire your guests to be more conscious of their own environmental impact. Make a statement with JVD kettles and provide your guests with an exceptional, sustainable hotel experience - one cup at a time.

Spoil your guests. Not the planet.

Australia’s first truly sustainable commercial mattress collection. Made to make tomorrow better.

You’ll find A.H. Beard beds wherever high-quality sleep is valued. But, when they’ve reached the end of their lives, the last place we want our mattresses found is in Australian landfill sites. That’s why, as a business committed to circular sustainability, we couldn’t rest until we’d created Australia’s first 100% recyclable and truly sustainable commercial mattresses.

A collection we’re proud to call A.H. Beard Origins.

Mattresses made with locally sourced wool fibres, fabrics woven from sustainably grown eucalypts, and the world’s first 100% recyclable pocket spring system. Beds that comfortably meet regulatory and ESG targets, while giving your guests the deepest, most rejuvenating sleep of their lives.

Fully sustainable. Totally blissful.

Every component in an A.H. Beard Origins mattress is chosen for its sleep-enhancing qualities, the sustainability of its source and end-of-life recyclability. A.H. Beard Origins mattresses are made using the finest locally sourced wool fibres, fabrics milled from organic cotton and Tencel® - a super soft fibre made from the pulp of sustainably grown eucalypts, and the world’s first 100% recyclable pocket spring support system. Each mattress is constructed without foam and glue, allowing it to be disassembled and the various components separated for recycling at end of life, so they can go on to live other useful lives.

FR Certified

Rest assured the fabrics, fibres and components in A.H. Beard Origins mattresses are fully FR certified.

Global Greentag awarded

One of the world’s demanding and trusted ecolabels, Global Green Tag Platinum certification was awarded to the A.H. Beard Origins collection.

A Healthy Sleep Environment

The naturally sourced fabrics and fibres create a healthy, hypoallergenic sleep environment. The Ultrashield treatment gives guests extra protection from mould, bacteria and dust mites.

NABERS 5-Star rated

A 5-star NABERS rating ensures A.H. Beard Origins mattresses meet and exceed your Environmental, Social and Governance targets. We’ve also partnered with likeminded businesses who are committed to sustainable sources and practices and using Australian growers and suppliers wherever possible to support local jobs and communities. For example, the wools sourced for Origins mattresses come from Australian farms such as Cloven Hills in Victoria, where sheep are farmed to the highest environmental and ethical standards and the Tencel® is made from the fibres of sustainably grown eucalypts.

The world is waking up to Premium Sleep

Across the world, individuals and organisations are beginning to realise the importance of great quality sleep as a pillar of health and wellbeing. It’s been a passion of ours since 1899. Seeking out Australia’s

About A.H. Beard

softest and most breathable fabrics and fibres. Finding new ways to improve spinal support. Developing sleep measurement technologies. Launching the A.H. Beard Sleep Wellness Centre to help people who want to improve their lives through better sleep. As a family, it’s our calling. And as a craft we’ve elevated it to its highest form. We call it Premium Sleep. A combination of craftsmanship, technology, and an inherent talent for creating the deepest, most restful and rejuvenating sleep on earth.

A.H. Beard has partnered with One Tree Planted, a global nonprofit organisation focused on restoring nature and biodiversity. By buying an A.H. Beard Origins mattress, you are helping to achieve A.H Beard’s goal of planting 20,000 trees by October 2023.

To learn more, please contact the A.H. Beard commercial team, email commercial@ahbeard.com or visit ahbeardcommercial.com

Family owned since 1899 and proudly made in Australia and New Zealand, A.H. Beard is a leading manufacturer of quality bedding. Driven by their mission to improve people’s lives through better sleep, A.H. Beard not only makes comfortable, supportive mattresses, they offer a range of sleep solutions – from pillows to integrated sleep tracking devices – all designed to help people achieve a good night’s sleep.

Leonie Looser creates community within her team

By Sarah Davison, Industry Reporter

After getting her start in cooking and food service, Leonie Looser eventually found her home in the housekeeping department.

“I completed a hotel and catering management course, which took me four years here in Sydney,” Ms Looser said.

“From there, I did some jobs with the nationwide food service where I was cooking. And then I found out that Sydney Hilton was opening. I joined the pre-opening team in the restaurant and then after about 18 months, decided to look for another department.

I immediately thought of housekeeping because of the diversity of the role.”

Taking on a job at the luxury Hilton Sydney was worlds apart from Ms Looser’s rural upbringing.

“I grew up in a tiny town just outside of Goondiwindi near the Queensland border,” she said.

“It’s a real ‘crops, cattle and sheep’ area, and it was a great childhood, but it’s been quite a change of scenery!”

After working as a housekeeping supervisor at Hilton Sydney for three years, Ms Looser headed overseas to travel and work throughout Europe.

“I worked in Greece, helping to open a small hotel for the Greek National Tourist Board. And then I worked at the Kensington Hilton in London, again in housekeeping” she said.

“After that, I went to the south of France to try my luck learning French! I worked as an au pair with a French family just outside of Monaco.

“They were really lovely, and I was able to travel with their family too.”

Returning to Australia, Ms Looser eventually found herself back at the Hilton Sydney where she has worked ever since.

“Hilton has always been in my blood, " she said.

“It was my training ground, both through food and beverage and then housekeeping.

“They provided opportunities through training courses. I like the guiding principles, I like the department and I like the diversity of our team.”

Working as the manager of a large team, Ms Looser said that boosting staff morale and creating a positive workplace culture was her biggest focus.

At Hilton, Ms Looser and her assistant manager are employed by the hotel, and their team is hired through an external company. However, Ms Looser said in her eyes they are one team and she made sure that this was reflected to staff.

“We don’t differentiate whatsoever. If you start to differentiate,

that's when you start to run into problems,” she said.

“So, the staff, they’re included in everything at Hilton.”

Additionally, Ms Looser creates opportunities for the housekeeping team to celebrate their achievements and socialise as a team.

“We make sure we celebrate ‘Housekeeping Week’ and host other little celebrations throughout the year, usually with a morning or afternoon tea. We do ‘Employee of the Month’ awards so that people feel their work is valued.

“We all want to be recognised and acknowledged, and it's just a nice way to do it. And there's nothing like a slice of beautiful cake too!” Like all facets of hospitality, staff shortages during COVID-19 were a significant issue for the Hilton housekeeping team. However, Ms Looser believes that her commitment to enhancing team morale by creating a sense of community was key to reducing staff turnover.

“It’s started to settle down now, the staff have made friendships and got to know each other, so there becomes a social component to work,” she said.

“We have great supervisors here that embrace the team, so they feel as though they are part of the Hilton family. And from that, we've had an easier time this year, it’s made a real difference in maintaining staffing levels.”

Despite working in housekeeping for 25 years, Ms Looser said the job still challenged and excited her.

“There's a real diversity of tasks every day because we are heavily administrative as well,” she said.

“There’s a lot of training programs that we’ve set up and established, there’s ordering to be done, and lots of daily communication with our teams and supervisors.” P54

There's a real diversity of tasks every day

Leonie Looser

Efficiency through Outsourced Housekeeping

As an accommodation provider, maintaining cleanliness and providing exceptional guest experiences are paramount. However, managing in-house housekeeping operations can be arduous and timeconsuming, diverting your attention from core business activities. That’s where Empire Hospitality, the leading provider of outsourced housekeeping services, steps in to alleviate your burdens and take your accommodation to new heights.

Outsourcing your housekeeping needs to Empire Hospitality has numerous advantages that can significantly improve your business.

Firstly, by partnering with a trusted and experienced provider, you gain access to a highly skilled and trained workforce, working with best practiced standards and technologies, Empire Hospitality employs professional housekeepers who excel in their expertise and pay meticulous attention to detail, ensuring exceptional cleanliness standards that create an inviting atmosphere for your valued guests.

Another notable benefit is the costeffectiveness outsourcing brings. By entrusting Empire Hospitality with your housekeeping requirements, you eliminate the need to hire, train, and manage an in-house team. This reduces operational costs as you no longer bear the expenses of salaries, benefits, uniforms, cleaning supplies, and ongoing training. Empire Hospitality handles all the staffing and management aspects, enabling you to strategically allocate resources and focus on enhancing your guests’ experiences.

Outsourcing your housekeeping department to Empire Hospitality provides flexibility and scalability to meet the dynamic demands

of the hospitality industry. Whether you experience seasonal occupancy variations or sudden spikes in bookings, we can seamlessly adapt our services to match your changing needs. Whether you require additional housekeeping staff during peak seasons or a reduced workforce during slower periods, Empire Hospitality ensures efficient resource utilization and guarantee your guests receive top-notch service at all times.

Outsourcing housekeeping services to Empire Hospitality offers a multitude of benefits for accommodation providers. From skilled professionals who excel in their craft to significant cost savings and the flexibility to adapt to your seasonal needs, Empire Hospitality sets the benchmark for delivering exceptional housekeeping services. By entrusting your housekeeping needs to us, you can focus on elevating guests’ experiences and driving your business forward with confidence.

With 21 years’ experience in providing services to major 5 Star hotels across Australia and many long term, satisfied customers why not contact us for a free and confidential discussion on how we can help your business: visit www.empirehospitality.com.au or email reception@empirehospitality.com.au

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With nearly three decades of experience working in hospitality, Ms Looser said the industry had seen significant changes, but that responding to the needs of the modern-day guest kept the role interesting.

“Nowadays there's a lot of emphasis on sourcing sustainable products and also recycling,” she said. For example, the hotel is installing coffee machines in about 600 rooms, and they will also include coffee

capsule recycling bins. They are also looking at their bulk guest amenities, to see what changes can be made to increase sustainability.

“It's something that guests are really looking for now, so we’re responding to that.”

Valuing transparency is paramount within this industry Services

VDG Services is a leading integrated service provider specialising in cleaning and associated services.

As a fast-growing company providing services across Australia, VDG pride itself on providing high-quality standards to ensure client satisfaction, while having a strong focus on workplace health and safety, environmental sustainability, and harmonious industrial relations.

As a well-established company founded in 2000, VDG has since rapidly grown to become a national company providing services to various industries such as the hospitality industry, servicing 5-star hotels within the Sydney CBD and metropolitan area.

VDG’s key mission is to maintain recognition as a respected and dedicated team, leading the way in the delivery of services and solutions, whilst also contributing to an environmentally sustainable future. VDG’s vision is to be the most dependable cleaning and integrated service provider in the evolving industry, with safety, integrity, innovation, and diversity being the core values of the company.

The high expectations of Hilton Sydney guests were another aspect of the role that Ms Looser said helped her remain passionate.

She said: “Hilton guests have very strong expectations from the brand. Many use the Hilton brand globally and if we fall short in any way, they let us know.

“So, my team aims to please, and maintain that high standard that guests have come to expect.”

And while working at the Hilton Sydney has given Ms Looser an appreciation for high-quality service and hospitality, when it comes to her travels- it’s all about quality time with family.

“My husband is Swiss-German, so I love going back to Switzerland to see family,” she said.

“Of course, the scenery is beautiful there and it also gives me an opportunity to practise my French!”

Image courtesy of Hilton Sydney

Your secret to immaculate rooms and stellar reviews

By Sarah Davison, Industry Reporter

The importance of cleanliness on guest satisfaction cannot be understated and can lead to make-orbreak reviews online.

Cleanliness is consistently one of the most mentioned aspects in guest reviews and with this in mind, negative feedback about cleanliness can severely impact a hotel's online reputation, discouraging potential bookings. Couple this with current labour shortages and it may be time to consider alternative solutions to ensure cleanliness is up to

scratch. Outsourcing in the hotel industry can provide an economical and logistical solution for a range of different accommodation providers, from

boutique to major hotel chains. Compared with in-house, the focus of outsourced service providers is housekeeping - their area of expertise.

Additionally, outsourcing takes care of processes, resources, and staffing, leaving property managers to focus all their attention on the guests.

By partnering with a trusted outsourcing provider, properties can benefit from access to trained and experienced cleaning staff. Ultimately, this can help properties save time and money while ensuring a consistently clean and well-maintained environment for guests.

To help you determine if outsourcing housekeeping could be a valuable solution for your accommodation, AccomNews spoke to three industry leaders.

Image courtesy of Empire Hospitality

What outsourcing services do you make available to accommodation providers and what are the main benefits?

ahs General Manager Sales & Marketing Justin Jones: We off er a range of services to meet the needs of our clients, from a full-service model, labour hire option, and consulting on housekeeping services for new and existing hotels. As part of our continued support to our existing clients, we now also off er Food and Beverage Services, helping to bridge gaps in high-demand breakfast periods at hotels.

Empire Hospitality Director

Darren Sacks: Empire Hospitality provides full housekeeping management services and housekeeping staff on a fully outsourced basis as well as on an agency basis. We have a highly experienced team, with a combined senior management experience in housekeeping management of over 140 years.

How are these services tailored to meet an individual property’s needs?

Moira Kelly: It is important to forward plan. By analysing the needs of each property individually, you can predict times of high-volume turnaround and tailor recruitment, training, and backup support to meet demand.

When it comes to health & safety in what ways does outsourcing housekeeping reduce risks for the property and guests?

HRC Managing Director

Moira Kelly: Flexibility is the main key to outsourcing services. We work together with clients to find the perfect solution- from 100 percent outsourced to ‘top-up services’. The flexibility allows clients to set cost-per-room budgets and preset long-term costs of particular market segments.

Justin Jones: Each hotel is unique and so are our pricing models. We off er a range of diff erent solutions to suit the needs of diff erent properties from a full-service model which essentially takes the whole housekeeping department off the hands of the hotel, to hybrid models.

Darren Sacks: We begin by providing an onsite free appraisal of the property and prepare a tailored solution to cover all the specific housekeeping needs. Our staff receive training that is site-specific and relative to their property, brand, and brand standards. Importantly, as staff members are sitespecific, they feel part of the team of that hotel. We ensure that from the beginning we live the brand standards, best practice, and become a valued part of the hotel team.

Justin Jones: For property managers, there is an overall risk reduction for both the property and staff. We remove the risk of unexpected expenses for the repair or replacement of equipment, as the ahs full model service leaves this with us to handle. We provide the necessary training for all staff and ensure safety best practice. With a workforce of over 4000 across Australia and New Zealand, we can move team members around when required. Moira Kelly: Each company has its own OH&S policy. HRC has a detailed set of training guidelines. We also provide

Image courtesy of ahs hospitality

HRC, Managing Director, Moira Kelly

ahs General Manager Sales & Marketing Justin Jones

Empire Hospitality, Director, Darren Sacks

Outsourcing in the hotel industry can provide an economical and logistical solution

on-the-job training for all new staff which combines our standards with each hotel’s policy. Supervisors and managers are also responsible for ongoing checks of these policies and areas.

Darren Sacks: Empire Hospitality has a strong commitment to the safety and well-being of all we come into contact with. We have a dedicated and highly efficient Workplace Health, Safety and Environment Manager that leads our proactive training and education programs to support our team, colleagues, and clients. Regarding the enduring risk of COVID-19, we developed comprehensive processes and best practice guidelines to reduce the risk of transmission.

Final thoughts?

Justin Jones: The importance of sustainability in our industry cannot be understated, ahs are committed to always reviewing our processes and making improvements where we can. That’s why, as part of our ESG

and sustainability framework, we recently partnered with Bunzl to completely streamline our supply chain from more than 70 suppliers across the nation to just one. This has reduced our overall carbon footprint, diversified our product range and allowed us to work closely with a company with similar values.

Moira Kelly: I’ve been in the hotel industry all my working life and the success of outsourcing is based on transparent communications, flexibility, and transparency. We work as one team with one goal - the guest experience.

Darren Sacks: Many of our clients today know Empire Hospitality as a dedicated hotel housekeeping company. Empire Hospitality has been working in hotels throughout Australia for 21 years, with many hotel clients staying with us for more than 10. We are proud of our teams, and we proudly stand by our reputation as a partner of choice and quality.

Image courtesy of ahs hospitality

Image courtesy of HRC

Image courtesy of HRC

A new era of hospitality:

Exploring mobile apps for accommodation

By Mandy Clarke, Editor

The accommodation industry in Australia is no stranger to adapting to changing trends and technologies to meet the demands of modern travellers. In recent years, mobile apps have emerged as powerful tools that have revolutionised the way guests experience their stays and how accommodation businesses operate.

A new era of hospitality

Let’s look at the impact of mobile apps on the sector and talk to the experts about how Progressive Web Apps (PWAs) are revolutionising the guest experience, streamlining operations, and unveiling future trends.

Byron Webster, Executive Director, SABA Hospitality is an expert in PWA technology space for hospitality.

When asked about how PWAs enhance the guest experience, he explained, “by providing a seamless and immersive experience across the guest’s own device, allowing easy access to information, ordering, and communication with the accommodation provider”.

He said: “PWAs can off er a very personalised experience to guests throughout their entire journey. From local recommendations to nearby att ractions, and personalised off ers. Everything is available 24/7 in the guest’s own language.”

In terms of improving property management and staff operations, PWAs streamline and automate processes, reduce manual eff ort, and enhance efficiency.

Tasks such as check-in and ordering food and beverages can be digitised and automated, freeing up staff to focus on other highimpact guest interactions.

He said: “Real-time messaging features within PWAs facilitate eff ective communication and collaboration among staff members, enabling seamless coordination and timely updates. The integration of PWAs with existing property systems further enhances operational efficiency and provides a user-friendly interface for staff.

“In essence, PWAs provide guests with greater control over their journey and overall accommodation experience, while driving additional

revenue and efficiency for accommodation providers.”

Data security and privacy

These are critical considerations when it comes to mobile apps. Protecting guest and staff information is of utmost importance, to maintain trust and comply with privacy regulations and accommodation businesses should implement security measures to prevent unauthorised access to sensitive data.

On this issue, PWA expert Vetri Mayandi, Chief Commercial Officer, Gtriip, stressed the importance of employing secure login, encryption, and data storage policies.

He said: “Robust authentication mechanisms, such as strong passwords, two-factor authentication, and biometric authentication, should be implemented. Sensitive data should be encrypted both in transit and at rest, and compliance with data protection regulations should be ensured.”

He recommended that regular security audits and vulnerability assessments should be actioned to identify and address any potential weaknesses.

What’s next?

On the future of apps in hospitality, Mr Mayandi expressed excitement about several emerging trends and technologies. He stated the impact of artificial intelligence (AI) and machine learning (ML) will be “transformative in providing personalised customer support and tailored recommendations”. He said: “The Internet of Things (IoT) enables automation and intelligent control of room amenities, enhancing guest comfort and personalisation.

Byron Webster, Executive Director, SABA Hospitality

Vetri Mayandi, Chief Commercial Officer, Gtriip

Image courtesy of Gtriip

Image courtesy of Saba Hospitality

Augmented Reality (AR) and virtual reality (VR) technologies will also allow guests to explore accommodations through virtual tours and overlay digital information onto the physical environment.

“Blockchain technology is also progressing and off ers decentralised and secure solutions for payment processes, data security, and transparent guest reviews and ratings.

“Additionally, contactless technologies like digital compendiums, mobile ordering, payments, and room keys have gained significant traction, especially in the post-COVID-19 era, improving convenience and safety."

Hospitality apps will continue to evolve and integrate emerging technologies such as VR. This will off er immersive experiences that will only continue to enhance guest confidence and help travellers make informed choices.

AI will also play a significant role in mobile app advancements; AI algorithms can analyse

guest preferences and behaviour patterns to provide personalised recommendations and tailor services to individual needs, while the release of ChatGPT will allow technology providers to take their existing communication platforms and elevate the complexity and accuracy of interactions.

And industry trends?

The global focus on sustainability and minimising environmental impact is well underway, with mobile apps already integrating with many smart energy management systems.

Soon it will become the ‘norm’

for guests to control various aspects of their room, such as lighting, temperature, and entertainment systems using their own mobile devices. This will promote energy conservation and reduce the overall carbon footprint of the accommodation. Mobile apps can also provide guests with eco-friendly tips and incentives to encourage sustainable behaviours and allow for the removal of paper and plastic-based collateral from the hotel environment.

Furthermore, mobile apps enable more efficient resource management. Real-time reporting capabilities allow managers to monitor energy consumption, water usage, and waste generation. This data also empowers them to identify areas for improvement and implement strategies to reduce resource consumption and waste production.

In conclusion

Mobile apps are transforming the accommodation and hospitality sector by enhancing

guest experiences through convenience, personalisation, and seamless interactions.

The transformation is exciting because it empowers travellers, enables data-driven improvements, and fosters business innovation and growth. Real-time reporting capabilities provide staff with up-to-date information on occupancy rates, guest feedback, and revenue and access to this data allows operators to make data-driven decisions in real-time, helping to optimise operations and improve business performance.

The future of the Australian accommodation sector is mobile-app-centric, promising a more delightful and tailored experience for guests.

The future of the Australian accommodation sector is mobile-app-centric

Images courtesy of SABA Hospitality

Guest

A necessity for all generations

In the digital age, guest wifi has become an essential amenity for accommodation providers and hotels. As technology continues to shape the way we travel and connect with others, reliable internet access has become a necessity for various segments of travellers.

From professionals needing to stay productive to families seeking entertainment options and the older generation relying on wifi for communication, guest wifi plays a crucial role in enhancing the overall guest experience. Let's look at how guest wifi benefits different generations of travellers and why it has become a necessity for accommodation providers.

Professionals, whether they are on a business trip or working remotely, require stable and high-speed internet connections to meet their work-related commitments. With the rise of remote work and digital nomadism, a reliable wifi connection has become a top priority for this segment of travellers. Accommodation providers that offer fast and secure guest wifi ensure professionals can seamlessly attend virtual meetings, access work files, and communicate with colleagues, boosting their productivity and efficiency. By catering to the needs of professional travellers, hotels establish themselves as preferred choices for business-related stays.

Families, on the other hand, rely on guest wifi to meet the diverse entertainment and connectivity needs of all family members.

From children streaming their favourite cartoons to parents sharing vacation photos on social media, a seamless digital experience is essential. By providing robust guest wifi, hotels

create an environment that appeals to families, allowing them to stay connected, entertained, and informed throughout their stay. Reliable guest wifi ensures every member of the family can enjoy their preferred online activities, enhancing the overall vacation experience.

The older generation also relies on guest wifi to stay connected and maintain communication while travelling. Whether they want to connect with loved ones through video calls or keep up with news and events, having reliable internet access is paramount. The older generation often values staying in touch with family and friends and may also require internet access for work or personal matters.

Accommodation providers that offer seamless and secure guest wifi cater to the needs of this demographic, providing them with the connectivity they rely on.

Accommodation providers should consider incorporating secure casting and streaming capabilities for further appeal. All demographics now have access to popular streaming services like Netflix, Amazon Prime, Stan or Disney+. By offering secure casting options through guest wifi, hotels and resorts can provide a more personalised inroom entertainment experience. This allows everyone to enjoy their preferred content on

their own devices, adding a touch of familiarity and convenience to their stay.

Importantly, the provision of guest wifi has a significant impact on a hotel's online reputation. Travellers from all generations heavily rely on online reviews and ratings when making travel decisions. Dissatisfaction with poor wifi connectivity can lead to negative reviews, impacting a hotel's reputation and potentially deterring future guests across different age groups. Positive experiences with reliable wifi can result in glowing reviews, driving more bookings and revenue from all segments of travellers.

To meet the diverse demands for guest wifi, accommodation providers must invest in reliable and high-speed internet infrastructure. Hotels and resorts should ensure wifi coverage throughout their premises, including guest rooms, common areas, and conference facilities.

Bandwidth should be sufficient to accommodate multiple devices simultaneously, without compromising on speed and performance. By providing robust wifi infrastructure, hotels and resorts cater to the connectivity needs of professionals, families, and the older generation,

creating a welcoming and technologically advanced environment for all guests.

Guest wifi has become a necessity for accommodation providers and hotels to meet the diverse connectivity needs of travellers across different generations. By offering reliable and high-speed internet connectivity, hotels enhance the guest experience for professionals, families, and the older generation.

The provision of seamless guest wifi not only ensures productivity and entertainment but also contributes to a hotel's positive online reputation, attracting a wider range of guests and promoting business success.

As the travel industry continues to evolve in the digital era, accommodation providers must recognise the importance of guest wifi as a fundamental amenity. By understanding the unique requirements of professionals, families, and the older generation, hotels and resorts can tailor their wifi offerings to provide an exceptional experience for all guests.

With reliable and secure guest wifi, hotels can foster loyalty, generate positive reviews, and ultimately thrive in the competitive hospitality landscape.

Judy Senn Managing Director, Time Out Internet

Guestroom Energy Management Systems:

Solutions for energy efficiency & exceptional guest experiences

By Sarah Davison, Industry Reporter

Despite the fact that guest rooms are unoccupied 70 percent of the time, they account for 40 to 80 percent of hotel energy consumption.

Led by consumers, sustainability continues to be a key focus for the hospitality industry.

Guests want to know that their accommodation is working to reduce their environmental impact, whilst still providing an exceptional customer experience.

From a hotelier's perspective, reducing energy output through cutting wasteful usage could have a significant impact on energy bills.

Guestroom Management Systems (GRMS) allow accommodation providers to meet both of these needs, by managing energy output and

also allowing guests to enjoy a seamless in-room experience.

To learn more, AccomNews spoke to leaders in this space about the potential benefits.

What are Guest Room Management Systems? And what sort of tasks can be automated?

Assa Abloy Global Solutions

Australia, Managing Director, Michael Benikos: GRMS have full integration with other systems like Property Management Systems (PMS) and heating, ventilation, and air conditioning systems (HVAC), to create a seamless, interconnected ecosystem within the hotel environment. Most GRMS use occupancy sensors and integrate with door locks, ensuring staff know whether a guest is in their room without disturbing them – an essential feature in prioritising guest comfort and privacy. That means no disruption to guests and seamless back-

of-house operations. The systems know when a guest is in the room, when the guest is not in the room and allow the guest to switch the system to Do Not Disturb.

mySmart Hospitality Manager

Daryl Brett: GRMS can be divided into two main functions - energy management and enhanced guest experience.

As the name implies, GRMS can be a hub for all guest-

facing services and functions of the room, including lighting, air conditioning, Do Not Disturb, and Make Up Room. However, GRMS should not be confused with in-room services such as food and beverage, wake-up alarms, and housekeeping requests, although there are some obvious areas of crossover. Essentially, GRMS is hardware that makes the guest experience more seamless.

mySmart Hospitality Manager, Daryl Brett

Assa Abloy Global Solutions Australia, Managing Director, Michael Benikos

What are the benefits? Both for accommodation operators and guests?

Michael Benikos: The primary goal of a hotel is to put heads in beds. Guest comfort is one of the keys to that, so the best GRMS are designed to be as intuitive and user-friendly as possible. Temperature control, lighting adjustments, and other room automation features can be easily navigated by any guest, regardless of their tech proficiency.

GRMS offers tangible returns for hoteliers. Research shows that improved guest experiences can directly impact hotel revenue in a positive way. GRMS not only offers the opportunity to enhance guest satisfaction but also contributes to substantial energy savings – another important factor for hoteliers.

Smart technology can detect whether a room is occupied, adjusting energy use accordingly and saving up to 30 percent of energy costs – all without negatively affecting guest comfort.

Additionally, hoteliers will enjoy enhanced operational

efficiencies. For example, by knowing when a room is vacant, cleaning services can be scheduled more effectively, saving time and reducing labour costs.

Daryl Brett: Energy management has always been the primary driver for GRMS solutions, effectively making sure there is no wasted power when the guest is out of their room. This is achieved by reducing the air conditioning effort, relaxing the temperature range of the thermostat, or simply turning the air conditioning off altogether along with the lights and other powered devices. Additional energy savings can also be gained by having the GRMS interface with the curtains and blinds, automatically closing them when the room is vacant.

However, I always advise against general power sockets being included in a GRMS strategy. Imagine leaving a phone or laptop in your room to charge, only to return and find it still on low battery? That could lead to a frustrating experience for the guest.

From many years of research and experience, the best GRMS setups are the simplest. Turning

all the lights on or off, adjusting the air-conditioning temp up and down or turning it off altogether, should be the limit of the guest’s involvement.

What is the future of GRMS?

Michael Benikos: Cloud-based technologies and smart room innovations with a high level of customisation both in hardware and software, tailored to the individual needs of hotels or brands. This focus on bespoke solutions will help to create more comfortable, intuitive guest experiences while advocating a more responsible, sustainable hospitality industry.

Daryl Brett: It seems these days, everyone offers a GRMS solution, but few really understand what GRMS is, or why it is so important to the property's operation and the guest experience to get it right. Many GRMS vendors are also suppliers of associated products, so the sales process can get confused by their attempts to link sell.

This confusion can lead to properties holding back from implementing a GRMS solutionwhen rising energy costs make

this more important than ever. GRMS solutions do not need to evolve as a core product – however, the industry’s perception of them does. GRMS solutions need to return to their core, enhancing the guest experience and benefitting energy management.

Anything else you would like to add?

Michael Benikos: Hotels and motels should research to see if there are any government incentives both state and federal for reducing energy savings in hotels and take advantage of these incentives.

Daryl Brett: With the technology behind GRMS now well tried and tested for over 10 years now, there is no reason for any property not to consider their upgrade options. However, properties need to be clear on what they are looking for from the start, with energy savings and an enhanced guest experience at the top of the list. GRMS is a standalone product, and finding the right product with the right priorities means implementation doesn’t require add-ons or additional costs.

Energy management systems and kiosks transform hotel operations

“The take-up of the self-serve and digital check-in is at over 80%, and the sentiment from guests is amazing – we’ve removed those queues in peak times, we’ve now constructed a layout where our team members can focus on offering great customer service’.

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.

Michael Benikos, Managing Director of ASSA ABLOY Global Solutions Australia, said he was delighted with the success of his energy management systems and the way they can not only improve the guest experience at every property but also engineer massive energy savings on the way to net zero.

He said the energy management systems reduce the runtime of a property’s air conditioning by up to 45 percent and that meant huge cost savings to a property and much less waste for the environment. The savings are largely based on energy not being wasted on unoccupied rooms.

He said when a guest arrives at a hotel they check in and a message immediately goes through the Property Management System to start the air-conditioning in the guest’s room.

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. It then reverts 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 leave 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 Australia was leading the way with advancements in energy management systems.

More and more self-checkin stations near reception are being integrated with ASSA ABLOY’s sophisticated door-locking system.

“The self-check-in systems really took off because of the staff shortages brought on by COVID,” Mr Benikos said.

“We’ve now installed or are in the process of installing over 100 self check kiosks into over 40 hotels within Australia and is continuing to grow.

“At the Capitol in Sydney, the check-in system is built into a desk rather than a stand-up kiosk like you might have at an airport. Guests check-in through a tablet and it is proving really popular.”

Mr Benikos said: “One of the big reasons for the uptake of the technology is the constant problem of labour shortages in the accommodation industry. The self-check-in process speeds up check-ins, but it also allows staff to move about and interact with guests much more. That’s got to be good for everyone.

“It makes for much more effective use of the staff on hand and a much more enjoyable experience

for staff and guests.” Self-serve check-in kiosks are allowing Australia’s most tech-savvy hotels to offer unprecedented levels of service. They even provide guests with a visual room plan when they arrive at the property so they can choose exactly the accommodation that will guarantee their greatest customer satisfaction.

“Guests love it,” said Andrew Turner, the Group General Manager Technology and Digital at EVT, whose properties include QT, Rydges, Atura, LyLo and Independent Collection by EVT.

“Allowing guests to individually select their room is not something we could facilitate in the traditional check-in process but the self-check-in, check-out facilities make this a reality and enhances the guest experience’.

“We’ve had great success in several properties now, with our flagship Rydges Melbourne being the best example with 370 keys.”

EVT has so far set up integrated energy management door lock systems and self-checkin facilities from ASSA ABLOY at five of their properties, with the Capitol Hill in Sydney’s Haymarket being the latest.

“The two metrics for success obviously are take-up and guest sentiment and we track both very closely,” Mr Turner said.

“Some people want to retain the traditional check-in process while some guests just want to breeze through and be a little more anonymous.

“The kiosks also speed up the whole check-in process and it removes all those repetitive tasks that our staff were doing.

“It actually allows them to have a more meaningful interaction with guests - allowing them to move from behind the counter and have conversations about what the guests want and need.”

Mr Turner said EVT had 14 properties using the ASSA ABLOY kiosks, with Rydges Melbourne being the largest. More properties were in line to end the queues as the check-in kiosks are integrated with a locking system that allows hotel managers to provide more comfort in every room.

“I think we’ve got the system really robust and we’ve proven it with the success at Melbourne. So now we’re planning for a number of properties to go live with the technology over the next 12 months.”

Mr Turner said it had been a year since EVT tested the market and selected the “right vendors” who could meaningfully engage with the hotel group and “take a long-term view” to make sure the technology rollout was “a consistent, coherent experience.”

“It’s a great system. We’ve backed ourselves to introduce it and it’s a testament to the strong partnership we have with ASSA ABLOY.”

With leading hotel chains around the world committed to climate action, energy management systems have become one of the keys to net zero carbon emissions.

Rydges Melbourne

Reimagining Hotel Security

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.

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Mobile Access Self-Service Kiosks VingCard Locks Elsafe Safes Energy Management Minibars

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El Niño looms:

The importance of reliable air-con for guest comfort

By Sarah Davison, Industry Reporter

With the passing of Winter Solstice, the days are getting longer and soon we will begin to get the first glimpses that Spring is on its way.

While Australians love to get out and explore their own backyard over the warmer months, guests have come to expect a comfortably cool room to escape the heat. But scientists are warning that this upcoming Summer may place additional pressure on your current air-conditioning system.

On July 4, 2023, the World Meteorological Organization officially declared the onset of El Niño.

After three years of the La Niña weather pattern, "the world is set to experience a return to El Niño, the warmer counterpart, later this year. The onset of El Niño will greatly increase the likelihood of breaking temperature records and triggering more extreme heat in many parts of the world and in the ocean,” WMO SecretaryGeneral Prof. Petteri Taalas said.

El Niño is a naturally occurring climate pattern associated with warming of the ocean surface temperatures in the central and eastern tropical Pacific

Ocean. However, it now takes place in the context of a climate changed by human activities.

In anticipation of the El Niño event, a WMO report released in May predicted that there is a 98 percent likelihood that at least one of the next five years, and the five-year period as a whole, will be warmest on record, beating the record set in 2016 when there was an exceptionally strong El Niño. Therefore, assessing your accommodation’s airconditioning system to ensure guests and staff are safe and comfortable is now more important than ever before. With the likelihood of breaking temperature records and intense heat, guests will look for respite in air-conditioned spaces within your property

and expect guestrooms to be an oasis of comfort. They will seek a sanctuary where they can adjust the room temperature according to their preferences. Most of all, guests are paying for a comfortable sleep and high temperatures are a leading cause of sleep disruption, discomfort, and displeasure, which can lead to poor reviews! Periods of intense heat can also pose serious health dangers. Heat exhaustion and heatstroke become risks, potentially leading to severe consequences. High temperatures and poor air circulation can create an environment favourable to the spread of bacteria, viruses, and other pathogens. Without proper cooling and ventilation, the risk of respiratory infections and other illnesses may increase. To ensure the health and well-being of guests and staff, it is therefore, crucial to provide a reliable and efficient air-conditioning system.

In Australia’s hot and humid environments, it’s essential to have a system that controls temperature, regulates humidity levels, and improves indoor air quality. Without this, there is a higher risk of mould growth, which can cause numerous health problems and trigger respiratory issues and allergies, particularly for those with preexisting respiratory conditions. Essentially, guests expect

accommodation providers to prioritise their health and comfort and well-regulated room temperatures contribute to a positive guest experience, and better reviews. So, to remain competitive it's essential to assess and maintain your property's air-conditioning system. Regular inspections and adherence to a maintenance schedule can extend the life of your unit and avoid unexpected energy bills. It is recommended to partner with professional HVAC technicians who can conduct routine inspections, cleaning, and necessary repairs to ensure optimal performance. Or an upgrade may be necessary to meet the demands of changing climate patterns and guest expectations. Experts generally advise upgrading your air conditioning system every 10 years to keep up with advancements in technology and energy efficiency. Newer systems offer improved performance, enhanced energy-saving features, and better temperature control, ensuring guest comfort while reducing operational costs.

As El Niño approaches it’s wise to ensure your accommodation's air-conditioning system is up to the task of providing a cool oasis, and demonstrate your commitment to providing exceptional guest experiences.

© stock.adobe.com

© stock.adobe.com

Mitsubishi Electric comfort solutions

Providing a variety of comfort solutions across the accommodation sector.

» Our range of advanced HVAC & Air Treatment products are designed to keep your valued guests comfortable all year round.

» With advance central control options, you can manage your indoor comfort and energy consumption throughout your facility.

For more information on our products please visit www.mitsubishielectric.com.au

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A key pillar towards net-positive hospitality

As bad weather patterns, coastal erosion, water shortages, and surging energy prices have an increasingly negative effect on hotels' bottom line, you'd think the industry would be at a pivotal point in changing its approach to “business as usual”.

Among the top priorities ought to be reducing operational costs and mitigating some of these risks.

How can this be achieved by adopting a net-positive hospitality approach to their operations as well as reducing their embodied carbon footprint via a circular economy model?

In the hotel industry, this could mean reducing resource inputs, rethinking service processes, and focusing on long-lasting design. However, a formidable challenge

Is circularity even worth considering for hotels?

• Using sustainable cleaning products.

typically lies in their path: the monumental task of, and courage required for, shifting from a linear to a circular economy model, all the while ensuring business sustainability.

Typical stumbling blocks here? The transition requires operational changes, consideration of cost implications, fostering stakeholder buy-in, and most importantly, battling a significant ambition and action gap.

Research shows that guests favour and are willing to pay more for hotels with circular economy practices, such as solar panels, recycling grey water, cooking primarily with locally produced food, remote room temperature control, and non-polluting travel options. These practices can be conflicting, with hotel managers wanting to minimise the cost of these energy-saving practices, while guests prefer more costly ones that involve redesigning how hotels use energy and resources to improve their perception. Hotels can reduce their environmental impact by:

• Reusing linens and towels using tracking technology in rooms.

• Recycling food waste.

• Replacing singleuse plastics.

• Providing access to public transportation.

• Designing for disassembly.

What role can waste management play in hotel circularity?

When it comes to waste management, hotels should consider assigning a waste management champion and department leaders, providing staff training and incentives, performing audits, coordinating with waste collectors, and placing recycling bins with clear signage. Opportunities typically include reducing food waste, donating or refurbishing furniture, phasing out single-use plastics, using amenity dispensers, and coordinating with builders for construction waste management.

David Nicolas

Effective waste management programs benefit the environment, save costs, comply with regulations, and satisfy guests and staff.

Hotels should in fact engage all stakeholders in the transition to a circular economy by educating guests, involving employees, sourcing sustainable products, and communicating their circularity goals.

Using digital data technology, hotels can regularly evaluate strategies, understand their effectiveness, and make continuous improvements to their circular economy initiatives.

Landfill Diversion: RACV Noosa's circularity story

In a recent case that I personally was involved in, tons of turf from a tennis court being renovated at the Noosa RACV resort were diverted to a local Noosa Shire Council ground instead of being thrown into landfills. This exchange not only supported the circular economy but also saved the RACV Noosa Resort $9500 in commercial levy fees. A great example of viewing waste not as a byproduct to be discarded but as a resource to be harnessed and reused.

Circular economy in hotels goes beyond sustainability to restore biodiversity and promote regenerative practices!

Hotels could apply biodiversity and regeneration principles by creating green spaces, using sustainable landscaping, engaging with local communities, and supporting conservation initiatives. The goal is to minimise environmental impact and contribute to local ecosystems. The following flows based on the work by Bocken et al. (2016) and the 2021 Circularity Gap Report (9) can be implemented as a strategy moving forward to achieve greater circularity and regeneration.

Narrow flows: Use less. In hospitality design, this is already achieved by using low embodied carbon materials, upcycling, and maximising natural light.

Slow flows: Use longer. Hotels consume a lot of resources throughout their lifecycle, especially during furniture, fixtures and equipment upgrades, refurbishment, and renovation. Using durable, long-lasting materials and planning for reuse, repair, and return should be the focus.

Regenerate flows: Make clean. The hospitality sector can tap

into the 'make clean' strategy by using renewable energy onand off-site while supporting a regenerative agriculture by using its food supply.

Cycle flows: Use again. Picking from use longer strategy, recycling, reusing, repairing, composting are already wellestablished at many properties. Here creativity goes a long way to achieve outstanding results.

Implementing a circularity strategy helps achieve Sustainable Development Goal 12 on Responsible Consumption and Production (particularly Targets 12.2, 12.3, 12.4 and 12.5).

How can hotel decisionmakers take this leap of faith now?

Sustainability may be less complex and costly than “business as usual”, according to a recent report by Accenture. In my opinion, the same can be said for circularity in the hotel industry as well.

It suggests that hotels would need to update their business case to:

• Make circularity more human, then determine how to do so profitably.

• Consider the longterm and allow new initiatives to scale.

• Broaden the definition of business success and collaborate.

The circular economy and sustainable growth require a mindset shift and investment. Yes, there are trade-offs and challenges, but the potential benefits are great.

It’s high time for hoteliers, stakeholders, and guests alike, to join hands in adopting a circular economy, for it’s not just a trend, but a necessity. The move also promises enhanced brand image, customer loyalty, and significant cost savings from efficient resource utilisation.

But what happens if you don't act now?

The failure to embrace the circular economy approach means increased carbon emissions, potential regulatory sanctions, damage to your brand reputation, and loss of competitive advantage. The path to circularity is no longer a matter of choice but a hotel business imperative.

Image courtesy of RACV Noosa

PARKFIT OUTDOOR FITNESS EQUIPMENT

Do you want to offer your customers a gym but don’t want to spend the money on a building and equipment maintenance? Outdoor Fitness Equipment is the solution! ParkFit outdoor fitness equipment offers numerous benefits for tourist parks. It provides visitors with a unique and engaging way to stay active and maintain their fitness while enjoying the park's natural surroundings. ParkFit equipment caters to people of all ages and fitness levels promoting inclusivity and family-friendly activities. The equipment is designed to withstand outdoor coastal conditions, ensuring durability and minimal maintenance. The presence of outdoor fitness equipment in tourist parks attracts health-conscious travellers, increasing park usage and potentially boosting tourism.

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PEARL EXECUTIVE

Red Hot Special on commercial grade white bath towels.

Pearl executive brand, with or without a herringbone header. 100% Cotton terry towelling, approx. weight of 500gsm. Size of 75x155cm, 48 pieces per carton. (Must be purchased by the carton to receive these special prices). Minimum quantities on special.

• With herringbone header towel special price of $5.85 each +gst.

• No herringbone header towel, special price of $7.25 each +gst.

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A COMPACT CLEANING COMPANION

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 batterypowered and cable-powered versions.

C Godfreys Commercial P 1800 314 580

E commercial@godfreys.com.au W www.godfreys.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

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CHRISTIE BARBECUE HOOD

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

SEEDLING SOLE

BIODEGRADABLE SLIPPERS

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

MAYTAG COMMERCIAL STACK WASHER/DRYER

Introducing the Maytag Commercial Stack Washer/Dryer, the epitome of dependability and reliability for your accommodation property. With its robust construction and industry leading warranties, this powerhouse stack unit ensures seamless laundry operations day in and day out. No more worries about breakdowns or delays – Maytag Commercial has you covered. Save space without compromising performance; From towels to linens, this commercial-grade stack washer dryer tackles it all with ease. Trust Maytag Commercial to deliver exceptional results while keeping your operations running smoothly. Invest in the ultimate laundry solution today and experience worry-free dependability like never before.

C Dependable Laundry Solutions P 1800 629 824

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Preferred Supplier Programme

assisting the industry

• 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.

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For over twenty five years in Australia the preferred supplier programme and directory has been an extremely valuable and effective tool for accommodation managers.