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EDITOR
Mandy Clarke, editor@accomnews.com.au
INDUSTRY REPORTERS
Sarah Davison, Naomii Seah & Grantlee Kieza OAM PRODUCTION
Richard McGill, production@accomnews.com.au
ADVERTISING
Stewart Shimmin, s.shimmin@accomnews.com.au
Joe Clarke, j.clarke@accomnews.com.au
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CONTRIBUTORS
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KEY
Inside our Winter issue
Welcomes, farewells and celebrations in the industry
Once again, I’m thrilled to bring you the winter edition of AccomNews.
It’s a mega-magazine with the latest updates and insights from our vibrant accommodation industry and a supplement overflowing with stories and news from the thriving caravan and holiday park sector. Whether you're looking for ideas to transform your business or just need a litt le pick-me-up read, I’m confident you'll find it all here.
In my many years in this industry, I've had the pleasure of meeting numerous genuinely lovely, "salt-of-the-earth" people who are always friendly, helpful, and full of good intentions. One person who stands out among them is Michael Johnson, the retiring CEO of Accommodation Australia. Michael, thank you for “leaving this industry a
Mandy Clarke, Editor editor@accomnews.com.au
litt le better than you found it.”
You'll be deeply missed. Your editorial contributions and unwavering support for our publication over the years have been invaluable. You've always been just a call or text away with wise words and fantastic quotes. Enjoy your retirement and well-deserved family time.
In this issue, we shine a spotlight on the evolution of
Best Western Hotels & Resorts as it gears up to broaden its presence across Australasia. With over 4300 hotels in 100 countries and territories globally, it has proven that a hotel brand with regional roots can make a significant name for itself across every segment.
There is plenty to interest and inform everyone in this edition. Like our article that delves into the crucial role of upselling in hospitality to maximise revenue or, if you're a foodie, turn to page 29 and dive into the world of pizza ovens. We also explore the pitfalls of ineff ective distribution channels and rate management, with insights from industry insiders, and we take a closer look at outsourcing housekeeping, kett les and toasters, and much more.
In our 2024 Caravan & Holiday Park Industry Spotlight, we talk with Stuart Lamont, the
very busy CEO of CIAA, and bid farewell to Fergus Brown, the outgoing longstanding CEO of HPNZ. You’ll also enjoy our interviews with some of the most inspiring leaders in the caravan and holiday park sector right now. We welcome David Murray, the new CEO of RMS Cloud, as he takes over from outgoing founder and industry legend, Peter Butt igieg. Plus, catch up on all the news from the 2024 National Conference!
Finally, are you excited for NoVacancy 2024? We are! It was brilliant to see so many of our readers and followers attend the event last year. Don’t forget to claim your free ticket and join us once again in Sydney from September 18 to 19.
Enjoy this edition of AccomNews
Warmest regards, Mandy.
Leaving things a little better than I found them
When you are in the midst of your working life, scrambling from day to day, it feels like it will go on forever. But when the end actually arrives, you look back and it all seems to have gone by in a flash.
After more than 40 years working in hotels and the last fi ve years leading the nation’s peak industry bodies for accommodation, I have decided my time has come. At the end of July, I will officially hand over the reins of Accommodation Australia to the next generation.
I plan to spend more time with family and friends and enjoy life on the other side of the checkin counter. I do so happy in the knowledge that I leave our association, and our industry at large, in a better position than when I found them.
I took on the role of NSW and National head of Tourism Accommodation Australia (TAA) in May 2019.
After four decades working my way through just about every role in hotels, I saw it as a way to give back to the industry which had given me so much career satisfaction and joy.
I had no idea what a ride it would become.
My arrival at TAA seemed to coincide with disaster. In October 2019, devastating bushfires began tearing up and down the east coast, and they lasted for months. They took lives and homes and starved regional venues in their prime New Year period.
Just as the smoke seemed to clear, COVID-19 reared its head. The global pandemic, and the travel bans, border closures, restrictions, and fear that came with it, crippled our industry in a way we could not have imagined.
Michael Johnson CEO of Accommodation Australia
These were huge challenges, driven by forces beyond our control, and there was no way to predict when we would return to something resembling normal. I learnt fast in those early days of COVID-19, and to this day, I am proud of the work we did. TAA worked tirelessly on local and national solutions. Our eff orts to open up hospitality venues as soon as possible and gain extra support once we did were critical.
During our darkest days, as most hotels sat empty and we assisted with makeshift quarantine sites, it became abundantly clear to me that our industry needed a united voice.
And out of the worst of years, came something great.
At the start of the pandemic, TAA represented roughly half the hotels in the country, with a focus on Sydney and Melbourne, while the other half of the nation’s accommodation hotels, particularly those smaller properties in regions, were represented by the Accommodation Association of Australia (AAoA). For many years, we competed, using resources better spent on members to outperform each other.
We tussled in the media, competed for time with politicians and policymakers, created confusion with diff ering views, and fought for members. There was always talk of a merger, but
Accommodation Australia now has more than 1400 member properties equating to roughly 140,000 rooms
egos and other complications constantly got in the way.
It was a stop-start process until the pandemic came, and everyone got a wakeup call. Let’s not waste an international crisis.
The process to merge TAA and the AAoA was slow and difficult at times.
All up it took three years, including a member’s vote, an ACCC ruling, and reams and reams of red tape. But looking back now, the eff ort was well worth it.
Accommodation Australia now has more than 1400 member properties equating to roughly 140,000 rooms, spread across all Australian states and territories.
Our members range from small regional motels, caravan parks, serviced apartments, timeshare properties, and bed and breakfasts to large independent hotels and hotels operated by local and international chains. We built a new association from scratch, we focused on putt ing members first, and together we led our industry back to recovery. Every graph I look at now shows that, for the first time
in a long time, everything in the accommodation sector is trending in the right direction. There are still issues – with migration, staffing, and shortterm rental accommodation in particular – but when you look back just 12 months, there is so much to be optimistic about.
I have thoroughly enjoyed my time representing the industry. I feel humbled to have been the first CEO of Accommodation Australia after achieving amalgamation last year, and it remains one of my career’s greatest highlights.
Whilst my official last day is July 31, I will continue to support the association and industry as needed – particularly sett ling in my replacement. I hope to be sitt ing next to my successor at the national board meeting in August.
It is very hard to sum up a career in a single column, to condense the highs and lows of 45 years working in our ever-changing industry into a few paragraphs. But I would like to take this opportunity to say a big “thank you” to all of you for your support over the past fi ve years and wish you and our association the very best for the future.
National STRA regulation key to easing housing crisis
When the Australian Hotels Association, and our sister association Accommodation
Australia, talk about the mess created by unregulated short term rental accommodation (STRA) in this country, we are often accused of having too much ‘skin in the game’.
People who don’t want to have the discussion, or who have vested interest, try to dismiss what we say as simply an attempt to gain advantage over our competition.
It is true to say we have ‘skin in the game’. Since 2007 our regulated commercial accommodation sector has had to compete on an uneven playing field with an unregulated disruptor and it has significantly impacted our industry.
Pubs and accommodation hotels are suffering a severe workforce shortage in many parts of the country because there is simply no rental housing for their staff to live in.
And on top of that, uncertainty about the regulation of STRA discourages investment in the commercial accommodation sector in general, which employs hundreds of thousands of people nationally and is worth billions to the economy. But to say competition is our main problem with unregulated STRA is to ignore the size and scope of the real elephant in the room.
Our country is in the middle of a housing crisis, yet more than 160,000 dwellings are listed for short term rental on Airbnb alone. This is equal to the number of new home dwellings currently built each year, and does not include the thousands listed on other sites or rented through agents. Many of these properties sit vacant for a large proportion of
Stephen Ferguson CEO, Australian Hotels Association
the year, while at the same time, driving up prices and limiting availability of long term rentals.
In its housing statement of August 2023, the Federal Government pledged to “consider options for better regulation of short stay residential accommodation”. But since that commitment, action by state and territory governments has been mixed, with some taking no action at all.
Our association is urging the Federal Government to take the next step now. It needs to negotiate with state and territory governments and local councils, to develop a nationwide framework for regulation of short term rental accommodation.
There are already many examples from overseas that we can use as a model. Both Canada and New York have implemented effective STRA regimes that have put more longer term rentals back into the market.
In New York, for example, Airbnb is now limited to only “hosted” accommodation, where the owner is onsite, and hosts cannot rent out an entire apartment or home for fewer than 30 days. NY hosts cannot have more than two guests per stay, and they must ensure every guest has access to all parts of the dwelling unit and each exit.
In Canada all STRA properties must now be registered and only hosted accommodation in the primary residence is allowed. The Canadian Government also provided $50 million for
Our regulated commercial accommodation sector has had to compete on an uneven playing field
municipalities to regulate and enforce the new rules, and is introducing legislation which will deny income tax deductions for expenses incurred by STRA residential property owners who breach provincial or municipal restrictions.
Since the rules came into effect New York and Canada have seen an 83 percent drop in short term rentals.
If Australia achieved a similar reduction, it would free up 132,800 homes for medium to long term rental right now.
Compared to New York and Canada, our proposal is modest and achievable. It focuses on influencing property owners to choose long term rental over short term. We believe there should be a mandated cap of 90 days for unhosted STRA with local councils authorised to implement a lower cap such as 60 days depending on their local situation.
There should be mandatory registration and fees for all properties being made available for short term rental. And we should ensure STRA platforms enforce compliance and establish large fines for owners of non compliant properties.
We should also establish a national enforcement fund available to local councils to ensure compliance.
We think this approach works for many reasons.
It allows regional differences depending on seasonal tourism and other demands, and sets a maximum cap well below the 180 days in place in some jurisdictions, which has proven ineffective in shifting owner decisions.
Our proposal also balances the needs of property owners with the needs of the community. Owners who have a second home can still enjoy some income from rental for up to a quarter of the year, and hosted accommodation owners only have a ‘light touch’ annual registration process and fee.
We think this proposal also addresses, in part, the disparity of costs and regulation imposed on commercial accommodation compared to those who offer their properties on STRA.
What we have not proposed is any kind of levy.
A levy by itself will not convert STRA properties to long term rentals, particularly if the levy applies to a limited number of platforms, such as the proposed Victorian levy. Many property owners will simply shift to other marketing channels, or the levy will just be passed on to the consumer.
Most importantly our proposal sends a clear signal to property owners and the STRA industry that the days of unfettered, underregulated STRA are over.
Caravan Industry Association of Australia & ERC Australia:
Leading the charge towards carbon neutrality
In today’s world, the push towards carbon neutrality is no longer optional. It is a critical response to the pressing challenges posed by climate change.
For the caravan industry, this shift is driven by a number of factors. Firstly, regulatory pressures are intensifying as governments worldwide, including Australia, implement stricter environmental regulations. These regulations aim to reduce greenhouse gas emissions and mitigate the adverse effects of climate change. Compliance with these regulations is not just a legal obligation but also a pathway to sustainable business operations. The earlier we make these changes as an industry, the better the benefit to both the broader community and environment, and the business's bottom line.
Secondly, there is a growing demand from consumers for environmentally responsible products and services. Modern consumers are more ecoconscious than ever before, and their purchasing decisions are increasingly influenced by the environmental impact of the products they buy. By moving towards carbon neutrality, businesses in the caravan industry can meet this demand and attract a new generation of eco-conscious customers.
Furthermore, the pursuit of carbon neutrality can unlock new funding opportunities. Governments and financial institutions are increasingly offering grants, incentives, and funding programs for businesses that demonstrate a commitment to sustainability. These opportunities can provide valuable financial support for businesses looking to invest in sustainable practices and technologies.
At our recent National Conference on the Gold Coast, I had the pleasure of announcing a new partnership with ERC Australia, a leading climate action advocate. This collaboration marks a significant step forward in our industry’s commitment to sustainability and environmental responsibility. The journey towards carbon neutrality is not just an environmental imperative but a strategic business decision that will shape the future of our industry.
The shift towards carbon neutrality offers numerous business benefits. One of the most significant advantages is the ability to manage climaterelated risks. Climate change poses various risks to businesses, including physical risks from extreme weather events and transitional risks related to policy changes and market dynamics. By adopting sustainable practices and reducing their carbon footprint, businesses can mitigate these risks and enhance their resilience.
Moreover, the journey towards carbon neutrality can drive innovation and operational efficiencies. Sustainable practices often lead to the development of new technologies and processes that improve resource efficiency and reduce costs. For example,
Modern consumers are more eco-conscious than ever before
energy-efficient technologies can lower energy consumption and reduce operational expenses. Similarly, sustainable supply chain practices can enhance resource management and minimise waste, leading to cost savings and improved profitability.
Another critical benefit is the enhancement of brand reputation. In today’s competitive marketplace, a strong reputation for environmental responsibility can differentiate a business from its competitors and attract loyal customers. By demonstrating a commitment to sustainability, businesses in the caravan industry can build trust and credibility with their stakeholders, including customers, investors, and regulators.
In our journey towards carbon neutrality, ERC Australia is a pivotal partner. Their expertise and resources are instrumental in helping businesses within our industry achieve carbon neutrality and gain accreditation. ERC Australia’s approach involves a comprehensive process of calculating emissions, developing actionable plans to reduce these emissions, and, where necessary, offsetting any unavoidable emissions. This systematic approach ensures that businesses can effectively manage their carbon footprint and progress towards their sustainability goals.
One of the standout features of the ERC platform is its provision of industry-wide benchmarking data. This data
enables businesses to compare their performance against the broader sector and gain insights into their environmental impact. By leveraging this data, businesses can identify areas for improvement and implement targeted actions to enhance their sustainability performance. The program is not limited to caravan businesses; it is also available for trade businesses and the motor industry, including partnerships with networks such as Isuzu dealerships. This broad applicability underscores the versatility and robustness of the ERC Protocol in driving sustainable practices across various sectors.
As we embark on this journey towards carbon neutrality, it is essential for all businesses within the caravan industry to recognise the importance of this shift. The move towards low emissions and decarbonisation is not just about reducing our environmental impact; it is about securing a competitive advantage in the marketplace and ensuring the long-term viability of our industry.
The benefits of this shift are manifold. By adopting sustainable practices, businesses can enhance their resilience, drive innovation, improve operational efficiencies, and build a strong reputation for environmental responsibility. These benefits are not just theoretical; they translate into tangible business outcomes that can enhance profitability and growth.
Stuart Lamont CEO, Caravan Industry Association of Australia
Slow but steady recovery to inbound visitor market
Halfway through 2024 and more than two years since our borders reopened, Australia’s export tourism industry is continuing its slow but steady recovery.
The number of international holidaymaker arrivals is now at 74 percent of 2019 levels, an encouraging sign for many thousands of tourism businesses in Australia.
While we continue to see improvements each month, Australians are also heading overseas for their holidays at a remarkable rate with the latest ABS data showing Aussie holiday numbers surpassing those taken in April 2019.
It’s undoubtedly slower than we’d like overall, but the industry is both positive and patient about the recovery trend, which if continued should see us back to 2019 levels towards the end of this year or early 2025.
Interestingly the latest data also shows changes to our inbound source countries. We are now seeing good growth in inbound visitation from markets including India, Indonesia and South Korea and, encouragingly, the China market is also showing positive signs of recovery.
As we work through this rebuild phase, ATEC is pleased to see funding for the China Approved Destination Scheme has been reinstated in this year’s Federal Budget. While our China visitation remains around 50 percent of 2019 levels, it's important that we reengage this valuable market which delivered more than $3.3bn in tourism spending in 2019.
The China ADS has previously been a highly regulatory program which sought to tightly manage large group tours. We now have an opportunity to review and develop a modern,
experience focused, quality China ADS program which could target higher yielding small group travellers as well as first time holidaymakers from China. We see an opportunity to rebuild and elevate the positioning of the ADS visa to att ract higher yielding visitors in the future and look forward to working with the government to achieve this outcome.
ATEC is also working to create a stronger appreciation of opportunities and challenges across a range of issues aff ecting our members and the sector more broadly. In May, we launched our ‘Export Experts’ survey which looked to garner sentiment from across the ATEC
The industry is both positive and patient about the recovery trend
membership as to what they see as priorities for the successful future of inbound tourism.
The results identified several key drivers for the growth of inbound tourism in Australia including addressing the cost and accessibility of flights both domestic and inbound. Broadly it was recognised that promoting Australia’s unique experiences and iconic att ractions is our winning strategy and developing innovative tourism products and building a stronger service culture which reflects our more expensive destination is vital.
As a large, and in some cases a distant destination, overcoming some of the complexity of
gett ing here and gett ing around is a paramount concern, along with providing meaningful, local and cultural interactions.
Sustainability was an issue which resonated with our respondents who identified priorities as the Great Barrier Reef, carbon emissions, flight sustainability, wildlife conservation, and overtourism. These are all issues high on ATEC’s agenda as we move forward.
As we head into another financial year, we look forward to what lies ahead, which points to continued steady growth and a return to profi tability for many inbound tourism businesses.
Peter Shelley Managing Director, Australian Tourism Export Council
Mitsubishi Electric comfort solutions
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Phone:1300 280 625
5 reasons holiday parks are so popular for travellers with disabilities
With 18 percent of Australians living with a disability, and as our population continues to age, accessible travel is no longer a niche tourism sector. Feedback from Accessible Accommodation’s 33,000 followers is that holiday parks are a preferred choice. Here are fi ve reasons why.
1. Self-contained accommodation
80 percent prefer self-contained accessible accommodation and the value for money it off ers.
2. Two plus bedrooms preferred
There is a common misconception that people with disabilities are often unmarried, childless, or living alone. In reality, many are parents and spouses. Acquired disabilities are more common than those from birth. Up to 30 percent of bookings involve more than one room, as travellers often bring carers or family members. This is why cabins with multiple bedrooms are popular, as they allow families to stay together and ensure help is nearby. One-bedroom accessible accommodations see significantly fewer
bookings compared to those with two or more bedrooms.
3. On-site activities
Holiday parks are renowned for their on-site activities, which enhance the overall holiday experience. While not all activities are fully accessible, the availability
of accessible options is a significant advantage.
An increasing number of holiday parks are investing in equipment to make their swimming pools accessible. Accessible pools can boost bookings by up to 15 times compared to those without such facilities. To illustrate, I once asked an eight-year-old wheelchair user, “If there is one thing you could wish for when you are on holiday, what would it be?” Her answer was, “I’d like to get into a swimming pool so I can play with my sister and brother. It’s not fun sitt ing and watching them play in the pool.”
4. Multiple group bookings
Holiday parks are ideal for group
celebrations such as reunions, major birthday milestones, and other significant events. Even having one accessible cabin can make a big diff erence, as it allows groups to include family members with accessibility needs. Off ering accessible facilities increases the likelihood of large groups choosing to book at holiday parks. Public barbecue areas and other amenities for group activities are also highly att ractive features.
5. Prime regional locations
Many holiday parks are located in regional areas, which is preferred by travellers with disabilities for several reasons. Road trips are more feasible as they allow travellers to bring necessary equipment and avoid the challenges associated with air travel. Holiday parks situated along major highways and within two hours of a city are in high demand, fi tt ing well into the regional travel space and often surpassing hotels in popularity.
The only downside to these benefi ts is the current undersupply of accessible holiday parks. However, our partnership with the Caravan Industry Association of Australia aims to address this issue and expand the availability of accessible holiday parks across the country.
Kerry Williams Founder, Accessible Accommodation
BWH readies to broaden its presence across Australasia
Factors outside the industry’s control have played a pivotal role in shaping the future of hotels. From inflationary pressures, cost of living struggles and shifting traveller sentiment, hotel guests have come to expect a new way to experience travel.
This shift in demand has kept hoteliers and owners diversifying their assets to maintain relevance with consumers. One company that has continued to broaden its prospects, maintaining a flexible approach for both guests and hoteliers is BWH Hotels.
The Evolution of Best Western Hotels & Resorts
Previously renowned in the industry as the superior midscale hotel brand, Best Western Hotels & Resorts saw a
need to strengthen its upscale brand off ering to showcase a well-rounded portfolio to cater to every type of guest. Following the acquisition of the distinguished luxury brand, WorldHotels, BWH Hotels was established in the global marketplace. Rounding out its brand collection, now bolstering its upper upscale and luxury hotel brands alongside its globally recognised Best Western brands and the fastest growing economy brands, SureStay. BWH Hotels was originated to represent the three hotel companies including WorldHotels, Best Western Hotels & Resorts and SureStay Hotels. With more than 125 years of collective accommodation experience, off ering 18 brands from luxury to economy and extended stay to soft brands, BWH Hotels seized the opportunity to compete on the global stage. With over 4300 hotels in 100 countries and territories around the world, BWH Hotels
has proven that a hotel brand originated with regional roots can in fact make a significant name for itself across every chain scale segment.
Building Out the BWH Team
Among the most recent changes to the BWH brand has been the introduction of new leadership to the Australasia team. In September 2023, Rod Munro was appointed as Managing Director of BWH Hotels Australasia. Equipped with 30 years of hospitality industry experience, Rod assembled his team of development professionals with one mission in mind: grow the brand. With the intent on rapidly expanding BWH Hotels’ portfolio in Australasia, the need to build out the existing development team came as no question. The introduction of new talent brought with it a diverse range of operational, management
and development expertise. The addition of seasoned hotel professionals strengthened the existing department with accommodation-focused experts contributing not only their knowledge but also added diversity to the greater BWH team. Now, almost one year into his new role, Rod and the development department have strengthened the hotel growth pipeline across Australia and New Zealand.
Growing the BWH Brand
Continuing the momentum of the growing brand, with the purpose of bringing in new hotels, the development team is on track to sign eight hotels over the next fi ve months. Evidenced by the most recent signing of Best Western Adelaide Airport, the development team are making big strides in establishing the BWH brand in key markets and reestablishing the distinguished Best Western brand in South Australia. With more than eight
Best Western Plus Metro Clark, Philippines
projects in various stages of the development pipeline, the BWH team are set to launch new brands, reinvigorate existing properties and take on new hotels as part of the brand’s soft brand off ering.
Based on the current pipeline of prospective hotels and recent hotel signings across Australasia, a collection of recurring themes has given way to the demand for hotel development. The momentum is building in the desire for soft brands, Hotel Management Agreement models, first-in-destination hotel brand launches and a strong drive for needs-based tailored contract terms.
Trends in Development
Hotel investors and developers have been increasingly seeking out BWH Hotels’ soft brand hotel off erings for their enticing blend of flexibility and brand support. These opportunities off er a winning combination of independence and access to the robust resources of a global hospitality network. Hoteliers gain the freedom to shape their properties according to their vision while benefi ting from the trust and recognition associated with a respected global brand. This appeal stems from BWH Hotels’ commitment to empowering partners and fostering innovation, making soft hotel brands a top choice for those seeking to maximise both creativity and success in the hospitality marketplace.
These trends have given way to a fresh hotel development approach for BWH, having previously been known for franchise contract terms and prescriptive agreement types.
Now equipped with the talent and expertise of seasoned operations professionals encompassing the development team, the brand has entered a new era of off ering Hotel Management Agreements and Manchise Agreements for developers looking to outsource day-to-day operations. Now working closer than ever with its Asia counterparts based in Bangkok, BWH Hotels Australasia is equipped to bring the management opportunities in-house. With two of its recent signings off ering HMA contracts, the trend is gaining interest with hoteliers looking to connect with a global powerhouse brand.
Hoteliers are increasingly drawn to the allure of establishing first-in-destination hotel developments, recognising the immense potential for market dominance and diff erentiation. Being the pioneer in a new destination not only grants them a competitive edge but also allows for the cultivation of a unique identity and guest experience. This strategy enables hoteliers
to capture the attention of travellers seeking novelty and authenticity, driving demand and loyalty. By strategically positioning themselves as trailblazers in emerging markets, hoteliers can capitalise on untapped opportunities and establish themselves as trendsetters, sett ing the stage for long-term success and growth in the industry.
With the opening of Executive Residency Woolloongabba later in the year, the first Executive Residency by Best Western in Australasia, this extended stay brand is capturing the attention of developers and investors across primary and secondary cities. This longstay off ering meets the needs of one of the hotel industry’s fastest growing segments. The upper midscale to upscale brand provides guests with the perfect combination of a hotel and home away from home product to deliver an enriching extended stay experience whilst leveraging the iconic Best Western brand.
Off the back of the brand’s new in-house management
approach, BWH Hotels has taken on a new, flexible contract tactic: if you don’t want it, you don’t need it. This new approach allows hoteliers, investors, and developers to devise flexible, needs-based contract terms. Recognising the importance of adaptability in the evolving hospitality landscape, this strategy fosters stronger partnerships and ensures mutual satisfaction. By prioritising flexibility and understanding individual requirements, BWH Hotels sets a new standard for collaboration in the industry. This forward-thinking initiative reflects the brand’s commitment to innovation and hotelier-centric solutions.
BWH Readies to Broaden its Presence
With BWH Hotels’ visionary new development team at the helm, the future of hospitality looks brighter than ever. Based on the team’s strategic operational, management and development expertise, coupled with a growing pipeline of new hotel openings, promises to revolutionise the BWH Hotels brand. As evidenced by recent signings, hoteliers and developers are eager to embrace the flexibility and forward-thinking approach off ered by BWH Hotels’ unique strategies. By empowering partners with need’s based contract agreements, BWH Hotels is sett ing the stage for unprecedented growth and collaboration. As the brand continues to pioneer first-indestination hotel openings, BWH is poised to expand its footprint across Australasia for a new era of hospitality.
Best Western Adelaide Airport, Australia
Best Western Olde Maritime, Australia
Best Western Kamala Jimbaran, Indonesia
Michael Johnson sets sail: Celebrated CEO retires after 50 years
By Grantlee Kieza OAM, Industry Reporter
A cold snap blanketed Sydney as Michael Johnson, the muchrespected CEO of Accommodation Australia, prepared to spend his first week of retirement on a cruise ship with his wife, Rebekka, along the Alaskan coast.
Michael is literally sailing off into the sunset after a remarkable 50-year career that began when he was a 15-year-old apprentice diesel mechanic at the Gilbert and Roach workshop in the Sydney suburb of Homebush.
In 1980, Michael was in Queenstown, New Zealand, on a three-week holiday celebrating the end of his apprenticeship when he was offered a job washing dishes at the Travelodge overlooking Lake Wakatipu. He couldn’t believe his luck, getting paid to live in such a spectacular location, and he called his boss at the workshop in Sydney to say he was embarking on a career change. Forty-three years later, he became the inaugural CEO of the new peak hotel body, Accommodation Australia, following the merger of Tourism Accommodation Australia (TAA) and the Accommodation Association of Australia (AAoA).
Michael says that after half a century of hard work, he’s looking forward to some well-deserved time off and plans to spend more time with Rebekka, “his rock” throughout his life and career.
“All my friends have retired, so it’s nice to join them,” he said. “Rebekka and I are doing some refurbishments on our
home in Sydney’s Hills district, so I’m looking forward to working on that too.
“I’m one of seven boys, and five of my brothers have retired as well. They’ve been off doing interesting and exciting things for years without me, and I can join them now without all the work commitments.
“One of my brothers races his car around the country, and now at last I can go and watch. I want to be the ‘yes man.’
When my family and friends ask me if I want to join them, I can now say ‘yes.’
“The last few years have been hectic. No one was expecting a global pandemic, and that became the catalyst to drive the amalgamation of the two Australian accommodation associations.
So having gone through those tough times and with the industry in great shape, I can say ‘that’s enough.’”
Michael’s astonishing career in the industry has changed dramatically over the decades of his involvement.
He spent his first four months in the business as a kitchen hand in Queenstown, then moved into the porter’s department, his first foray into customer service. He was having such a great time he didn’t see it as work. Before long, he was head porter. He learned to work behind the bar and helped with the breakfasts. He worked across the hotel in all departments, even as a receptionist when times were very sexist, and the job was only seen as being one for women over 25.
In 1984, he transferred to Sydney as duty manager at the Macleay Street Travelodge in Sydney’s Kings Cross, a very different scene to stunning Queenstown. Michael was then part of the opening team at the PARKROYAL in Parramatta in 1986 and managed the PARKROYAL at Manly during the 2000 Olympics.
In 2001, he was transferred back to Queenstown 17 years after he left, but this time he and Rebekka had four children with them, and Michael was general manager of the hotel where he started. For a while, he ran a New Zealand company called Totally Tourism that involved rafts, helicopters, planes, and jetboats. Then the Johnson family returned to Sydney as Michael took on the role of manager at the Amora Hotel and joined the board of what was then the accommodation division of the Australian Hotels Association (NSW). He ended up as its chairman.
The accommodation division was rebranded as Tourism Accommodation Australia (TAA), and Michael then joined the Pan Pacific Hotel Group in Melbourne before being involved in the redevelopment back at the PARKROYAL at Parramatta.
After four years as national and NSW head of Tourism Accommodation Australia, Michael was appointed CEO of Accommodation Australia in January last year. He said he was “absolutely humbled but excited to have the role of CEO” following the merger of Australia’s peak accommodation groups. Michael says that despite retiring, he will still be involved in the industry in some capacity. “I have no intention of sitting at home twiddling my thumbs,” he said. “I’ll probably be on a board or two.”
Michael Johnson
Accommodation Australia CEO Michael Johnson with Treasurer Jim Chalmers MP at a Federal Labor Business Forum at the Ritz Carlton Melbourne.
He said the biggest change he had seen in 45 years in tourism was the fact that hotels had grown in vast numbers and become much more accessible for consumers.
“Hotels were predominantly prestige properties when I started in the industry, and most people had probably never been in one, whereas today they are much more popular.
“Back then, we were so antiquated with technology that you didn’t get a report on how your hotel was trading for about three months. It wasn’t like today where it’s very much, especially at the top end, very business-driven, very much return-on-investment driven.
“In fact, the hotels where I started in New Zealand were originally built and run by the government as a way of stimulating tourism.
“These days, it’s the norm for the average person to stay in a big hotel with their children. There were no mobile phones when I started, no computers at the front desk. When it came to international calls back then, it was very expensive and very complicated to make them from hotels. Now, a lot of hotels don’t have phones in the rooms because people can make calls – even international ones – from their own mobiles.”
He said from the industry’s perspective, the Australian hotel business was “in a good place and it continues to thrive.”
“Our investment credibility is higher than it’s ever been,” Michael said. “People are looking
at hotels as a sound investment as opposed to office space given their reduced occupancies with more staff working from home.
“We are also a very resilient industry, and we can survive and bounce back when the next crisis happens – not if, but when.
“Looking back on history, we had all those events that caused great concern for our
industry – the likes of 9/11, SARS, the GFC, and of course more recently COVID.
“The Australian accommodation industry bounced back each time, and I’m leaving as CEO when the industry is very, very strong.”
Note: Michael will be in the office at AA, for a few days to sign off, on his return from his trip.
Dynamic customised solutions designed to engage your guests
Our Interactive Experience is crafted to elevate guest engagement through a personali ed and immersive journey. Communicate effectively with your guests, showcasing your brand, hotel features, amenities, and services in a tailored manner with our innovative solutions. Make your guests feel at home with our casting solution, providing access to over 2,000 apps.
Accommodation Australia CEO Michael Johnson at a Business Sydney event with NSW Premier Chris Minns and Accommodation Australian NSW General Manager Stacey McBride.
SiLANT’s latest installation at Cable Beach Club Resort & Spa
Where innovation meets opportunity NoVacancy 2024:
NoVacancy is back for its sixth year, poised to surpass expectations as Australia’s premier hotel and accommodation industry tradeshow and conference. Renowned for spotlighting cutting-edge trends and innovations that shape the future of the industry, this year's event promises to unite industry leaders, decision-makers, and solution providers under one roof.
Event Director, Matt hew Gatfield said: "This year, we've dedicated extensive resources to curate an unparalleled experience, uniting top minds, innovative solutions, and advanced technologies in the hospitality sector. Our goal is to empower resort and accommodation operators to lead amidst industry evolution. By investing countless hours into meticulously curating our exhibitors and speakers, we are confident that this year’s event
will surpass all expectations."
NoVacancy serves as a hub of innovation, showcasing the latest technologies, trends, and solutions revolutionising the industry. 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.
"This industry gathering fosters an environment for learning, connection, and strategic sourcing – all under one roof,"
"No Vacancy also provides a fantastic platform for STR to share its expertise with the industry through presentations."
said Matt hew Burke, Regional Director - Pacific, Japan & Central South Asia at STR.
Working together for the best result for you
Tourism Brokers is a unique combination of a group of established, experienced and professional Motel, Hotel, Pubs, Licensed Premises, Caravan Park and MHE Brokers established in 2005. We have a simple philosophy of providing an unmatched level of service within the Accommodation and Hospitality Sectors...
The unique part of Tourism Brokers is that we are truly “Working Together” for the best result for you. As Brokers we are not “competing” with each other for sales, rather we are assisting each other - a massive advantage to owners and buyers alike as our entire focus is on what we can do for you.
Our custom designed Tourism Brokers’ database includes over 13,500 active industry participants and contacts. And our team of industry experts provide a combined 130 years of specialist experience that will help you sell or buy the right property for you.
Tourism Brokers are proud to work together with MR Sales, a distinctive combination of established, experienced, and proficient Management Rights brokers. Established in 2008, our team has a high level of experience and knowledge, allowing them to liaise with industry professionals from financiers and accountants to lawyers and valuers, giving them insight into what sells and why. MR Sales offer one-on-one assistance to both buyers and sellers, with a commitment to the management rights industry.
Elevate your experience with Montague
Montague, where unique custom furniture design meets the highest standards of craftsmanship and artistic elegance, crafted for the hospitality industry. We transform spaces into luxurious, welcoming environments that leave a lasting impression on your guests, setting your venue apart from the competition.
Custom furniture tailored to your vision
At Montague, we understand that every hospitality venue has its own unique style and ambiance. Our custom furniture services allow you to create pieces that perfectly match your vision and enhance the aesthetic of your space. Whether you’re outfitting a
Experienced business brokers offering nationwide coverage for the sale of:
boutique hotel, a chic restaurant, or a sophisticated lounge, our expert designers and craftsmen work closely with you to bring your ideas to life, ensuring every detail reflects your brand’s identity and atmosphere.
Unmatched craftsmanship and quality
Our commitment to excellence is evident in every piece of furniture we create. Using only the finest materials, our skilled artisans meticulously craft each item to meet our rigorous standards for durability, comfort, and beauty. From plush seating and elegant tables to stylish bar fixtures and luxurious bedroom suites, our furniture is designed to withstand the demands of the hospitality environment while providing unmatched comfort and style. Investing in Montague means investing in quality that lasts, impressing your guests with every stay and visit.
Together with
Speak with Michael at NoVacancy 2024
Michael Philpott National Director
P20
World-Class Education Programme:
NoVacancy stands out with its comprehensive lineup of nine free-to-attend summits, catering to diverse aspects of the hotel and accommodation landscape.
This year introducing NEW summits to the agenda:
• Hotel Leaders Summit.
• Revenue & Distribution Summit.
• Hotel Sustainability Summit.
• Hotel Technology Summit.
• People & Culture Summit.
• Future Leaders Summit.
• Hotel Marketing Summit.
• Small Hotelier Summit.
• Design Talks Highlights for NoVacancy 2024:
Women In Accom Breakfast returns: This popular event will continue to celebrate the achievements of women while offering networking opportunities and inspirational discussions.
NoVacancy 2024
September 18 to 19, 2024 ICC Sydney
Claim your FREE ticket to NoVacancy 2024 using code: ACCOMNEWS
Live Podcasting Sessions: Live podcasts covering the latest industry trends, challenges, and success stories.
Connections Bar in partnership with IKEA & Torrens University: Students from Torrens University will bring their creativity to the forefront by showcasing a unique bar design, blending innovative concepts with practical solutions to create an inspiring networking environment.
Central Lounge for networking: A central hub designed for attendees to relax, network, and share ideas in a comfortable setting.
Global Green Tag Pavilion: Highlighting sustainable products with certifications, this pavilion will showcase innovations that prioritise environmental responsibility.
Amadeus Content Hub: Explore the latest content and insights from industry leader Amadeus, designed to inspire and inform.
Hotel Tech Demos: Witness live demonstrations of the latest hotel technologies, providing hands-on experiences with innovative solutions.
New Event App: Boost your connections before, during, and after the event with our
new app, designed to enhance networking and engagement.
This year’s lineup of esteemed speakers includes:
• Rod Munro, Managing Director, Best Western Hotels.
• Jeffrey van Vorsselen, Regional Vice President, Operations - Pacific & South East Asia, The Langham.
• Adrian Williams, CEO MEA APAC, Accor.
• Cindy Van Der Wal, ESG Manager, Pro-invest Group.
• Jessica Keen, National Industry Development Manager, Australian Tourism Export Council.
NoVacancy 2024 offers unparalleled opportunities to explore cutting-edge innovations and gain insights from industry leaders. Network with over 250 suppliers, discover sustainable practices, and enhance your business strategies with the latest technologies. Join us to stay ahead in the ever-evolving hotel and accommodation sector.
Upselling guest services from booking and beyond
By Sarah Davison, Industry Reporter
The hospitality industry has long recognised the importance of upselling to maximise revenue. Now, with steep interest rates and the rising cost of goods, upselling may be more imperative for maintaining a healthy bottom line.
According to Scott Wiedemann, Foxtel National ManagerAccommodation, embracing technology can allow hoteliers to both enhance the guest experience and increase upselling opportunities.
“Guest’s expectations have evolved with technology and no doubt enhanced features go a long way in elevating in-room experiences,” he said. “No longer is a comfortable bed and free internet enough
to satisfy guests. Guests seek convenience with personalised and flexible services.”
First impressions help to up-sell
Mr Wiedemann believes the guest experience now begins well before check-in, with pre-arrival engagement crucial to sett ing the tone for
a guest’s entire stay, and a valuable opportunity to upsell.
“Utilising upselling soft ware, hotels can send tailored off ers to guests after booking and before arrival,” he explained. “These might include discounted dining packages, early check-in options, or exclusive spa deals. This proactive approach not only helps in managing demand but also allows
guests to plan and personalise their stay in advance.
“For example, a guest might receive an email inviting them to book a sunset cruise at a reduced rate, prompting them to take advantage of the off er before their arrival. Such strategies ensure that guests feel valued and catered to, fostering a sense of anticipation and excitement.”
Scott Wiedemann, Foxtel National Manager - Accommodation
Images courtesy of Foxtel
In-room amenities
Internet Protocol Television (IPTV) is becoming commonplace in the hospitality sector. The guestroom TV has become much more than passive screen time, and IPTV allows guests to browse and book services directly from their television.
Whether it’s reserving a table at the hotel restaurant, booking a spa treatment, or signing up for a local tour, IPTV has transformed the humble guestroom television into a powerful upselling tool.
Digital compendiums are another avenue for hoteliers to present their services and upsell to guests. These digital directories, accessible via tablets, off er a dynamic and easily updatable platform to showcase everything from dining options to recreational activities. Unlike their traditional paper counterparts, digital compendiums are largely immune to wear and tear and can be easily updated to reflect real-time promotions, special events, and personalised recommendations.
Digital compendiums and IPTV also allow hotels to actively engage with guests from all backgrounds, with guests able to select the best language sett ing for them. This allows for seamless communication
between guests and the hotel. Outside the guest room, upselling opportunities can be integrated into common areas like hotel lobbies, restaurants and elevators. Interactive digital signage can advertise special off ers to guests, with functionality to book or enquire directly on the screen.
The role of apps
Apps provide an important avenue for upselling to guests, both while they are at your hotel and when they have returned home. “The most eff ective way of generating upsell opportunities is by providing an engaging and interactive platform that will capture your guest’s attention,” Mr Wiedemann said.
During their stay, guests can be encouraged to download mobile apps to access services like digital keys, request housekeeping, or order room service. Once installed, apps allow hotels to push targeted off ers and personalised suggestions to upsell guests during their stay, on in-house dining, wellness activities such as spa appointments, or experiences and tours through external or in-house providers. These upselling opportunities persist once the guest has left your hotel.
“Personalising services by linking loyalty programs or rewards is
a great way to start. Through digital concierge, you can then promote treatment packages, day tours, food or drink specials, seasonal off ers and encourage guests to book their next stay directly. Engaging your guests on an emotional level will maximise these purchases.”
However, for upselling strategies to be eff ective, integration with existing hotel management systems is essential. This ensures that guest interactions are smooth and consistent, from pre-arrival through to post-departure. Integrated systems enable real-time updates, accurate availability information, and streamlined service requests, enhancing both operational efficiency and guest satisfaction.
Keeping it simple
With staff levels in the hospitality sector continuing to struggle, embracing digital solutions to upsell can ensure guests are off ered an elevated experience tailored to their specific needs, while removing some of the administrative workload for staff. AI technology tools such as chatbots can also assist, by responding to commonly asked guest questions or requests.
When embracing digital solutions for in-house guest services, Mr Wiedemann suggests working across a
singular platform to ensure an efficient experience for both guests and the team.
“The focus should always be convenience, not only for the guest but also the operator,” Mr Wiedemann said. “Employing in-room technology that off ers everything on the one platform is the ideal solutiondealing with several diff erent vendors can cause multiple points of failure and puts your daily operations at risk.”
Mr Wiedemann said hoteliers looking for the right tech solution for their business shouldn’t underestimate the importance of cloud technology in futureproofing their investment.
“From a technical support level, cloud technology is recommended as it eliminates the need for on-site visits by enabling remote troubleshooting,” he said. “This ensures that any problems are easily rectified with minimal disruption.”
Combining the benefi ts of technology with exceptional face-to-face customer service can ensure your hotel doesn’t miss out on any upselling opportunities. From booking to in-stay and beyond, upselling should remain a focus.
Image courtesy of Foxtel
Featuring a new dynamic layout with an enhanced user-friendly experience, our Business iQ platform allows you to customise the interface to your hotel’s unique personality and offerings.
This is a game-changing technology upgrade that 550+ Australian hotels are eagerly awaiting. Elevate guest engagement at your hotel to a new category, while driving transactions to new levels.
The upcoming upgrade is complimentary to our Business iQ subscribers and part of our ongoing lifetime warranty. All updates occur over-the-air via our Cloud based server, so there’s nothing to do except let your guests enjoy the experience.
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Now, we receive compliments about the wide variety of channels, video On Demand library etc. We are not referencing the odd comment but rather frequent, if not daily.
ROB WEEDEN General Manager
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We can confidently say that we are offering our guests the very best in in-room entertainment. The comprehensive nature of Business iQ allows guests to unwind their way.
BODELLE FRANCIS Fmr General Manager
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Foxtel Business iQ encompasses an abundance of premium channels, an unprecedented On-Demand library and seamless casting functionality which all our guests love.
GLEN ERICKSON General Manager
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We have been able to put the system under enormous pressure while we were looking after long stay guests. It didn’t fail us. I have attached the feedback one of our guest gave us about the system.
PETER TUDEHOPE General Manager
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Business iQ has played a significant role in improving guest satisfaction, leading to increased recommendations and repeat stays. Guests appreciate the convenience and quality of the in-room entertainment.
AKASH SHARMA General Manager
It’s a one stop shop. The compendium, On Demand movies, guest information and the TV channels are all together, and our guests can use the casting as well if they want.
VINCENT BELLEROSE Franchisee
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The integration of QR codes allows us to present information about our hotel straight to guests. We can also include our official hotel video to be playing seamlessly through the system.
RACHAEL HARMAN Fmr General Manager
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The digital compendium, local attractions, guest messaging and on-screen advertising are all great features that provide convenience and exclude additional third-party subscriptions.
WENDY LESTER Director
Enhancing resort and hotel wifi:
Catering to remote work & leisure
With the ever-changing operating environment of accommodation, the importance of wifi infrastructure cannot be overstated.
As resort and hotel managers, your guests increasingly expect seamless connectivity that supports both work and leisure activities. Whether they are travelling for business, enjoying a family holiday, or blending work with pleasure, the quality of your wifi service can significantly impact their overall experience and satisfaction.
Recent global events have accelerated the trend of remote work, transforming traditional vacation models. Guests are seeking destinations where they can unwind while maintaining productivity and connectivity. Even if it is just a quick check of emails or having the ability to use wifi calling when telecommunications towers are saturated during busy times, the peace of mind knowing that they can be contacted if required, can be very reassuring to your guests and can actually make them relax more.
Reliable wifi needs to extend beyond guest rooms to common
areas, meeting spaces, and outdoor facilities. Seamless connectivity allows guests to conduct virtual meetings, attend conferences, or simply stay connected with work or loved ones, regardless of their physical location. As much as guests want to ‘switch off ’ as they are on holiday, it is not always the case with the average holidaymaker these days. Personally, I relax more when I know I can be reached.
Key considerations for resort and hotel wifi
Speed and efficiency: Guests expect wifi speeds that rival those of their homes and workplaces. High-definition video conferencing, streaming, and large file downloads should be effortlessly supported.
Investing in high-speed internet infrastructure ensures that multiple devices can connect simultaneously without compromising performance.
Fibre prices are starting to fall, and fibre upgrades to NBN connections are becoming available in more regional areas, at reasonable prices. Put your address into an Internet Service Providers website and see if this applies to your complex. Satellite internet may also be an option if you are in more remote areas.
Coverage across the property: From poolside lounges to conference rooms and dining areas, coverage is nonnegotiable. Conducting thorough site surveys and deploying strategically placed access points can optimise coverage and minimise black spots.
Secure networks in rooms or units: To allow for networking within a room or unit, an SSID (a secure network for each room or unit) is important. Guests can network within the unit or room and bring their own printers and smart assistants and connect them easily. Secure casting can also be facilitated if necessary.
Scalability and future-readiness: Anticipate future demands and technological advancements.
Scalable wifi infrastructure allows for easy expansion and upgrades as guest expectations evolve. Your wifi provider should be advising you of the next evolution of your wifi network if and when required.
Investing in fast, efficient and secure wifi infrastructure is no longer a luxury but a necessity for resort and hotel managers aiming to meet the evolving needs of their guests. By prioritising seamless connectivity across all areas of your property, you enhance guest satisfaction, attract a broader clientele, and differentiate your establishment in a competitive market. Embrace technological advancements and tailor your wifi services to accommodate both remote work and leisure activities. By doing so, you position your resort or hotel as a preferred destination for travellers seeking a productive and enjoyable experience, whether they are working alone or holidaying with their families.
As a business owner who relies on the internet and wifi 24/7 to run our business, the reliability of wifi is the make or break to whether we return to a hotel or resort.
Make your hotel or resort the place guests will come back to.
Judy Senn TimeOut Internet
Pizza ovens for perfect in-house dining
By Sarah Davison, Industry Reporter
Pizza is one of the most popular foods in the world, with the global population consuming around five billion pizzas annually. However, the palates and expectations of diners have changed significantly with the rise of TikTok food influencers and shows like Masterchef.
No longer content with a simple takeaway pizza, diners now want authentic experiences that showcase local ingredients and can be adjusted to suit specific dietary needs.
In recent years, the demand for traditional Neapolitan pizza has surged. This globally beloved style of pizza, originating from Naples, Italy, is steeped in history and tradition and is sought after for its authentic flavour.
And according to Ferretti Group Global Sales Manager Pietro Ferretti, the current generation of pizza ovens enables restaurants to deliver authentic, high-quality pizzas with greater efficiency and consistency than ever before.
For accommodation operators looking to impress, a pizza oven is more than just an appliance; it shows a commitment to delivering high quality pizza to guests and is a point of difference.
Now may be the perfect time to consider the benefits of installing a pizza oven, as Mr Ferretti says the pizza scene has exploded globally.
“As a result of the pandemic and the additional time spent at home, many amateur cooks are now making a great pizza at home,” he explained. “Diners are seeking out a great pizza and what once was acceptable no longer is. Diners expect a quality pizza with the finest ingredients, cooked fresh.”
Attracting guests and increasing revenue
In a competitive landscape, guests are looking for accommodation that provides something different. Offering authentic Neapolitan pizza, particularly in towns or
regions that may not have this style of pizza available, is a surefire way to stand out from the crowd and attract guests.
The process of making Neapolitan pizza using a pizza oven adds a layer of excitement and spectacle to the dining experience, making in-house dining an attractive option for both guests and locals.
As an option for room service or takeaway, pizza is always a popular choice and allows hoteliers to potentially harness an additional revenue stream by catering to the local community as well as guests.
For hotels looking to provide in-house activities, offering pizza cooking classes is an innovative way to upsell and create a memorable holiday experience for guests.
Ferretti Group's Pietro Ferretti training pizza chefs
Images courtesy of Ferretti Group
During school holidays, a pizza oven can also add an element of excitement to a kids club by allowing the participants to choose their own pizza toppings and learn how authentic pizza is made.
But use for the pizza oven doesn’t stop at just pizzas, Mr Ferretti explained.
Instead, once installed, a pizza oven can be used throughout the day to cook a variety of meals for guests to enjoy in a matter of minutes.
“For hotels, pizza ovens are a worthy investment that can elevate the guest dining experience all throughout the day,” he said. “Picture this, at 7am your pizza oven is baking bread directly on the stone at 220°C for true artisan ciabatta, then sweet and savoury pastries, Sfogliatelle, Brioche, Crostata to accompany morning coffee.
“From 11am the oven is operating at 450°C for quality pizza Napoletana in 90 seconds, oven-roasted scampi in 90 seconds, or king prawns in two minutes. A pizza oven can create high quality meals fast and paired with local wines, creates an experience that entices guests to remain in house, and room service offerings become more attractive than ever before.”
The modern pizza oven: blending tradition with technology
The technology behind pizza ovens has evolved significantly, blending old-world techniques with modern advancements to enhance the cooking process and overall dining experience.
According to Mr Ferretti, the pizza ovens on the market now are more advanced than ever before, but also incredibly user-friendly.
Instead of the time consuming process of hand-stretching the dough, pizza dough stretching machines now offer an almost identical result and are incredibly simple to operate.
“Creating an authentic product for diners to enjoy is easier than ever before,” he explained. “Pizza stretching machines that simulate hand-stretching produce 200 pizzas per hour and are simple enough to be operated by juniors.”
When it comes to selecting the right pizza oven for your venue, Mr Ferretti said whilst wood ovens remain popular, operators can now choose between a hybrid model that operates on wood and gas, gas-only and zero emission electric ovens.
“These ovens are now producing results like the traditional wood-fired oven,” he said. “Importantly, they can also help support periods of staffing crisis and quality firewood shortages whilst also showing a commitment to sustainability.”
And for chefs who may not have had significant experience in pizza making, the new generation of pizza ovens require minimal training to operate.
This seamless integration of old and new ensures that diners can continue to enjoy the beloved taste of traditional pizza, complemented by the benefits of contemporary culinary technology.
“New generation pizza ovens automate much of the process, basically allowing the chef to leave the pizza to cook unsupervised for the most part,” Mr Ferretti said. “The systems are developed to be easy for everyone to use, even young chefs or chefs without training or experience in pizza making.
“These new simplified systems are less challenging than traditional methods, while the results supersede anything ever remotely possible in the past.”
Images courtesy of Ferretti Group
Set the mood without a spark:
Flameless candles
By Sarah Davison, Industry Reporter
Candlelight has long been revered for its romantic and evocative quality and creating a warm and inviting ambience. But in the hospitality industry, an open flame can be a recipe for disaster.
As an alternative, flameless candles can transform a space whilst eliminating health and
safety risks and negating the need for staff to be preoccupied with time-consuming clean up or pack down.
Regardless of the style of accommodation, flameless candles are a valuable asset for operators to have on hand. From special occasions such as weddings, engagement parties and proposals to holiday decor, dining, and day spas, flameless candles can be used in myriad ways to add warmth, festivity, and romance to a space.
Candles Recharge owner
Danielle Winters told us the biggest advantage of flameless candles is the complete absence of an open flame, which has many safety benefits. “This eliminates the risk of fire often associated with traditional candles, especially in hightraffic areas like restaurants, bars, beauty spas, or reception. By switching to rechargeable candles, you could even lower your insurance premium.
“It is also important to note that flameless candles don't get hot, eliminating the risk of accidental burns for staff and guests, especially children.”
Safety, though, does not come at the expense of ambience. “Flameless candles create a warm and inviting ebb and flow, mimicking traditional candles,” Ms Winters said. “Creating such an inviting atmosphere encourages guests to stay longer and, in turn, spend more.”
For staff, flameless candles are simple to use and maintain. “Rechargeable candles use on/off switches on the base of every candle and also have remote controls, making them user-friendly for staff. Significantly, there's no need to clean up melted wax or paraffin oil, or replace burnt wicks.”
Selecting a rechargeable option is a more sustainable choice, as staff are able to charge the candles after use. “Candles can
be charged using an induction charging base,” Ms Winters explained. “This means staff need to simply place each candle on the base to charge – no worrying about cords!
“Rechargeable candles can be charged a minimum of 500 times and on a full charge you get a minimum of 16 hours of use per candle, so you can enjoy the ambience for your entire dinner service, party or day spa shift without having to repeatedly change out wax or paraffin candles.”
For accommodation providers, rechargeable flameless candles come in a range of colours and designs to suit every style and can also be customised. This can include incorporating brand logos or selecting a bespoke LED light colour.
Flameless candles last significantly longer than their traditional counterparts, thereby cutting costs. Additionally, their operation does not produce smoke or emissions, making them an eco-friendly choice that contributes to an overall healthier environment for both guests and staff.
And when it comes to decorating, flameless candles offer unparalleled freedom. Staff and management can fully embrace their creativity and create evocative spaces to enthral guests, without the risk of triggering the sprinkler system.
Images courtesy of Candles Recharge
Unlocking success:
Why your hotel needs a lightning-fast site
In the digital era where speed is the norm, it’s critical to the success of your establishment to provide users with a fast-loading website.
In a connected world and thanks to globalisation, travellers from all over the world are likely to visit your website to learn more about your hotel and make a direct booking. That’s why it’s important to have a fast-loading website, across all media (mobile and desktop) and around the world.
According to a Google study, 75 percent of users consider that the most important element of a website is its speed. More surprisingly, it is considered much more important than the attractiveness of the website. Making sure your website loads quickly is the cornerstone of all your direct digital distribution.
A fast hotel website prevents the loss of customers
Forbes confirms this finding: “47 percent of users won’t wait longer than two seconds for a website to load and 40 percent of users will leave a site if it takes more than three seconds to load”.
A slow website makes you lose bookings
Did you know that 40 percent of visitors leave your website if your pages take longer than three seconds to load? In fact, if you have 10,000 unique monthly visitors and your website takes four seconds to load, you are losing 4000 potential customers!
A slow website encourages visitors to leave, but above all it makes you lose customers and therefore revenue. This is not a theory: Amazon calculated that a one-second drop in the loading speed of its platform would result in a loss of $1.6 billion dollars.
But there are also long-term effects. Having a website that is too slow gradually hinders your natural growth. Fewer customers or prospects will want to book directly on your website if it doesn’t perform well enough.
The speed of your hotel website impacts its visibility
Google is constantly seeking to improve the user experience of Internet users who use its search engine. Google regularly updates its algorithms to improve the relevance of the results provided. The loading speed of websites is a criterion taken into account by Google in its referencing of web pages, its representatives have clearly stated.
Of course, it is only one of many criteria, and a page that is very relevant on a topic but loads slowly will always be better ranked than a page that loads faster but whose content is not as relevant as the slower page. Nevertheless, speed is a strong argument when you want to gain new positions and you know the importance of Search Engine Optimisation (SEO) for the visibility of a website.
How do I get a fast website for my hotel?
There are many technical aspects of a website that need to be optimised to ensure a fast loading time. If any of these aspects are not properly optimised, your hotel website will load slowly.
Here are the technical optimisations we do at Cendyn that you can implement to ensure that your hotel website is fast-loading.
Content Delivery Networks (CDN)
CDN is a technology that uses servers located in different geographical areas around the world to ensure that websites load very quickly.
When a user visits your hotel’s website, the information from your website is sent from the closest servers. For example, if a user connects to your website from Germany, your website data is loaded from the server closest to that user. With a wide distribution network, you can guarantee the best possible loading time for all users who connect to your website.
At Cendyn, we use AWS Amazon CloudFront, a global network of more than 225 points of presence around the world to reduce website loading latency.
A serverless connection
Traditionally, web hosting is set up so that every time a user logs into a website, it connects to the server to load it. Once the server is connected, it will load the latest version of the website with any new changes made.
The technology we use allows your website to load without latency thanks to the use of a server cache. The advantage of this cache is that it does not require you to connect to a server each time, which considerably speeds up the loading time of your website.
Please note that some websites still have trouble loading at optimal speed. The main cause of this problem is due to the presence of third-party scripts that can slow down the loading of a website considerably.
This is because you, or your website design agency, do not have control over this script and
every load requires the user to connect to the third-party server.
How can I make my hotel website faster?
Hosting and media file optimisation are two sources you can act on to increase the speed of your website. At Cendyn, we use the Amazon Web Services hosting platform to keep your page load times to a minimum and ensure a fast hotel website worldwide.
As far as visual content is concerned, images and videos are heavy files and consume a lot of server resources. This is why it is important to optimise their weight. There are three main techniques to reduce the weight of an image:
• Compress the image with the ShrinkMe tool that we recommend. Easy to use, fast, 100 percent free, and without premium limitations.
• Change its format by converting your PNG images into JPEG and by limiting the use of GIF.
• Reduce its dimensions. The smaller the image, the fewer pixels it has, the less it weighs.
These actions should preferably be performed before uploading the images to your website’s server, that is, before adding them to the media library of your website.
Conclusion
The loading speed of your hotel website is essential in your web project. It plays an important role in the user experience of your future customers.
Reducing your website loading time will allow you to provide a better service to your customers from the first interaction with your hotel. Thus, you improve the overall performance of your digital distribution and increase your online revenue.
Tina Markowitz VP, Global Digital Strategy, Cendyn
Turning chaos into cash flow:
Mastering accommodation distribution channels
By Mandy Clarke, Editor
Welcome to accommodation management, where stakes are higher than ever, and the margin for error is razor-thin. In this hungry industry, mastering distribution channels and rate optimisation isn't just a goal, it's a necessity. Mismanage these aspects, and you'll face chaos, plummeting revenues, and a damaged reputation. But get it right, and success is within your grasp.
Let's explore the pitfalls and consequences of ineffective distribution channels and rate management – an accommodation manager's worst nightmare.
Overbooking: Imagine guests arriving with no room available. They're furious, reviews are scathing, and booking platforms slap you with penalties.
Low occupancy rates: Rooms sit empty because they're not listed across all channels, turning peak season into peak stress.
Revenue loss: Every unsold room is money lost. No business can afford that kind of leakage.
Administrative burden: Manually updating inventory and rates is tedious and timeconsuming. Time that should be spent wowing guests.
Errors and inconsistencies: One misstep, and guests are confused and frustrated, dragging your service quality through the mud.
Missed market opportunities: Without market insights, you're flying blind, missing out
on lucrative segments like corporate, leisure, bleisure, and wholesale travellers.
Reduced competitiveness: Falling behind because your channel management is outdated while competitors race ahead.
Uncompetitive pricing: Set prices too high and rooms stay empty. Too low, and you're bleeding cash. It's a balancing act.
Suboptimal Revenue per Available Room (RevPAR): Not maximising RevPAR? You might as well be flushing money away.
Inconsistent pricing across channels: Guests get confused, trust erodes, and your relationships with Online Travel Agencies (OTAs) take a nosedive.
Negative reviews: Overbooking, inconsistent pricing and operational hiccups lead to a flood of negative reviews.
Long-term effects: Once your reputation takes a hit, attracting and retaining guests becomes an uphill battle.
Persistent revenue losses: Ineffective management is a
direct line to dwindling profits and financial instability.
Falling behind: While you're bogged down, more agile competitors are speeding ahead.
But wait... proficient managers can turn challenges into opportunities.
Our chosen experts share their insights.
Chris de Closey, Director of Switch Hotel Solutions, offers his expertise on leveraging different channels and technologies to enhance hotel performance and revenue.
To effectively manage distribution channels, it’s crucial to consider the types of guests each channel attracts. Major providers like Booking.com, Expedia, and Agoda are essential for broad market reach. However, also explore other channels that align with your target customers.
For wholesale connections, platforms like Flight Centre or Ignite Travel might be ideal. For corporate guests, a Global Distribution System (GDS) connection is beneficial. Don’t underestimate the power of
direct distribution channels. By targeting a mix of leisure, corporate, and wholesale businesses, you can ensure a steady stream of guests.
Dynamic pricing strategies
Relatively new to many operators in Australia and New Zealand, dynamic pricing is now rapidly evolving. One of the latest strategies focuses on longer length of stay pricing, especially during low seasons. This approach helps drive occupancy by replacing bookings lost due
to slow demand and increased living costs, ensuring investors are satisfied with their returns.
Balancing Direct Bookings with OTAs management
While it’s true that “direct is best” due to lower acquisition costs, OTAs are far from the enemy. Their marketing prowess can be leveraged through the billboard effect to maximise visibility and drive direct bookings. OTAs provide unparalleled support in bringing more guests to your property. The key is to continue marketing to these guests post-stay, capturing their data for future engagement. This dual approach ensures you benefit from both direct and OTA bookings.
Technological integration for profitability
Technology plays a pivotal role in improving profitability and decision-making. Revenue Management technologies that assist with dynamic pricing and market tracking allow for
informed decisions, letting you focus on core operations. By utilising these software solutions, you save time and drive more revenue – a win-win scenario.
Innovative Channel Management System (CMS)
Emerging strategies in channel management focus on increasing distribution and diversifying market mixes. By leveraging different segments – corporate, wholesale, and leisure – you can boost occupancy across various days, ultimately increasing revenue. Ensuring comprehensive coverage of these segments helps in maintaining a steady flow of bookings.
Advice for small accommodation providers
It’s easy to get bogged down in comparing software solutions. Instead, dive in and try different pieces until you find one that suits your needs. Implementing technology is crucial, and any improvement is better than none. Take the leap!
Manage your properties easily
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Chris de Closey, Director of Switch Hotel Solutions
Insights from Samuel Steel, Founder and Director of Resly:
Utilising a centralised channel manager integrated with your Property Management System (PMS) is essential for managing inventory in real time across all distribution channels. This reduces the risk of overbooking by ensuring accurate and timely updates. To balance inventory and minimise overbooking, it's wise to reserve specific rooms for Direct Bookings and others for OTA bookings.
Setting booking rules, such as minimum stay requirements
and advance booking limits, helps manage demand during high occupancy periods. Real-time synchronisation is also crucial, allowing instant updates of room availability and rates across all channels to maintain accuracy and maximise booking opportunities.
Dynamic pricing strategies are key to staying competitive. Adjusting rates based on historical data and current demand – known as yield management – means increasing prices during highdemand periods and offering discounts when demand is low. Monitoring competitors' pricing and adjusting rates dynamically is essential to maximise revenue. Demand forecasting tools integrated with your PMS can predict occupancy trends and help adjust pricing accordingly, while automated revenue management systems optimise pricing based on market conditions and competitor rates.
Balancing Direct Bookings with OTA management brings several benefits, including higher profit margins due to lower acquisition costs, better customer relationship management,
and greater control over the guest experience and brand presentation. However, attracting Direct Bookings requires significant marketing investment, and seamless integration between PMS, booking engine, and channel manager is necessary. Balancing inventory and rates across multiple channels can also be complex and time-consuming.
Integrating Revenue Management Systems (RMS) with your PMS provides realtime data on market trends, competitor pricing, and demand forecasts, enabling better pricing decisions. Housekeeping management tools integrated with your PMS optimise room cleaning schedules and reduce labour costs. Access to an open API allows integration with various third-party applications, enhancing customisation and operational efficiency.
Innovative channel management strategies include using AI and machine learning to analyse booking patterns and optimise distribution automatically. Mobile-friendly solutions allow managers to handle distribution channels on-the-go, and seamless API integrations ensure real-time updates with multiple OTAs and metasearch engines. Flexible promotional tools, such as customised promotions, mobile-only deals, and returning guest discounts, help target new markets and enhance guest satisfaction.
For small accommodation providers, seeking a robust all-in-one solution that integrates PMS, channel manager, and booking engine can streamline operations and reduce tech costs. Ensuring staff are well-trained in using new technologies maximises their benefits while leveraging automation tools for guest communication, reporting, and housekeeping management reduces manual workload and improves efficiency.
Timothy Swallow from
Savvy
Hospitality Solutions shares his expertise on how accommodation providers should leverage advanced strategies and technologies to maximise returns.
Optimising distribution
A robust CMS is a game-changer
for accommodation providers. Acting as a central portal, a CMS distributes rates and availability across all OTAs and the property’s own booking engine. This centralisation reduces the risk of overbooking by ensuring real-time updates. Advanced CMS software can handle virtual rooms, allowing two different room grades to be sold from the same space, and integrates dynamic pricing algorithms to maximise returns by considering competitor rates.
Dynamic pricing
Demand is fundamental to occupancy. Mr Swallow emphasises the importance of tools that diligently monitor competitors' actions, allowing you to make informed decisions and maximise RevPAR. This approach is more effective than relying solely on Average Daily Rate (ADR).
Maintaining rate parity
This is crucial for preserving rate integrity across various platforms and ensuring a balanced mix of business.
Mr Swallow notes that while OTAs are an easy target for discounts, it’s vital to set correct rates that sustain business from these platforms. Offering similar discounts directly to clients can jeopardise RevPAR and risk losing support from key partners.
Direct Bookings
Mr Swallow argues against offering Direct Booking discounts equivalent to OTA commissions. Instead, structuring rates to maintain OTA support while attracting Direct Bookings ensures a balanced and profitable distribution mix. This strategy leverages OTAs' marketing reach while maximising margins on
Direct Bookings, yielding better results for all stakeholders.
Streamlining operations
All accommodation providers should choose software solutions that are flexible and modular. This allows for customisation according to specific needs and ensures seamless integration of all essential components, simplifying operations. Such solutions are critical for ease of operation and optimal performance.
OTA partnerships
OTAs play a vital role in a property's distribution strategy. Effectively leveraging this opportunity is essential for maintaining a sustainable business model.
Emerging strategies in channel management
The focus is on leveraging techsavvy solutions to meet property needs without necessitating changes in the PMS.
Mr Swallow points out that modern CMS software simplifies processes, making it easier to achieve desired results. These systems equip properties with the tools required to maximise returns.
Final thoughts...
Adopting advanced strategies and leveraging cutting-edge technologies is crucial for accommodation providers aiming to excel. Chris de Closey highlights the importance of targeting the right channels, employing dynamic pricing, balancing direct and OTA bookings, and integrating technology. Similarly, Timothy Swallow's emphasis on integrating dynamic pricing, maintaining rate parity, and streamlining operations with the right software solutions highlights how these approaches can ensure sustainable growth. As Sam Steel points out, using these strategies and technologies helps optimise occupancy rates and enhance overall profitability. By focusing on these key areas, accommodation businesses can stay competitive and achieve long-term success.
Samuel Steel, Founder & Director, Resly
Timothy Swallow, Savvy Hospitality Solutions
The total revenue optimisation solution
Savvy Hospitality Solutions (SavvyHS) is excited to introduce our specialised software packages tailored for Management Letting Rights (MLR) and Owner Operators.
After three years of careful sourcing, rigorous testing, and thorough evaluation, we are proud to launch this solution following successful long-term trials at Crystal Beachfront Apartments (Tugun), The Sea Pavilions (Phillip Island), and Peninsula Beachside Accommodation (Mornington Peninsula).
Navigating advanced software solutions in this industry can often be expensive, confusing, and daunting.
However, SavvyHS offers a seamless way forward without requiring any major changes, including a PMS change. By collaborating with the Channel
“SavvyHS brings an operational and marketing background, as owner operators, using these tools to achieve better results for our clients.”
Management System (CMS)
STAAH V2, specifically designed for the MLR industry and owneroperators, we have developed a superior solution that leverages PMS data to optimise returns for you and your owners, recognising your primary asset being your rooms for sale.
We have simplified key issues such as dynamic pricing, competitive analysis (rate shopping), and extensive data insights. Many properties were manually handling these tasks or overpaying for technology solutions.
To address this, we partnered with RatePing, an innovative
pricing intelligence solution that gathers competitor data at scale and identifies opportunities for price changes to reflect market trends.
RatePing’s features, such as ‘Custom Alerts’, ‘Room Type Mapping’, ‘WhatsApp notifications’, and a ‘Ranking/ Visibility module’, save countless hours of manual effort and analysis. Its attractive price point makes it a valuable solution for properties of all sizes. For those seeking a consultative approach to Revenue Management, RatePing also offers a full Revenue Management Service to enhance aspects beyond pricing, such as online visibility.
Our solution seamlessly integrates with various PMS operators, including where also Trust Accounting is crucial. Designed with these users in mind, the transition to STAAH V2 is smooth and efficient and is fully integrated with RatePing.
SavvyHS brings an operational and marketing background, as Owner Operators, using these tools to achieve better results for our clients. We have developed multiple engagement pathways to best suit your property’s unique needs.
Our pricing structure differs from traditional models, as our offering is considered an advertising expense rather than a general operational cost. This ensures cost-effectiveness and shields you from the multiplier effect on expenses, impacting your for-sale price.
For an obligation-free assessment, please contact our team at 07 3519 4550.
Savvy Tech Solutions that won’t
break the bank
Are you tired of the high costs and complexities of accessing quality software? At Savvy Hospitality Solutions (SavvyHS), we understand the challenges you face. With a combined 40 years of experience as Operator Managers, our team has developed a solution tailored speci cally for you. As busy operators, having the right technology stack is crucial to maximising your full business potential.
Traditionally, less than 1% of the Owner Operator market utilises comprehensive and effective dynamic pricing and monitoring systems due to their expensive, complex, and confusing implementations. This leaves operators missing out on valuable revenue. To address this, the team at SavvyHS embarked on a three-year journey of live, real-time testing to nd the answers. Through collaboration with STAAH V2 and RatePing, who have considered the unique nuances of management letting rights (seasons, length of stays, virtual rooms, competitor set analysis), a revolutionary new solution now exists.
This bespoke offers a software tech stack that delivers quanti able savings and, just as importantly, gives you back your time to enjoy the fruits of your labour. Our innovative solution for Managed Letting Rights and Owner Operators comes to life through the seamless integration of technologies from STAAH V2 ( * dynamic pricing module * failsafe virtual rooms * NextGen booking engine * PMS Integration * Rate & Availability Management Hub) and Rate Ping ( * comprehensive competitor set analysis * highlighted price adjustments * easy-to-understand alerts * seamless integration with STAAH), all with local Australian oversight by SavvyHS ( * local Australian support * marketing assistance * implementation & training * uncomplicated onboarding * experienced long-term operators). Are you a savvy operator looking to elevate your business? Call the team at SavvyHS today!
+ 61 (0) 7 3519 4550
Email: opportunities@savvyhs.com.au or visit www.savvyhs.com.au
Keeping it clean with outsourced housekeeping
By Sarah Davison, Industry Reporter
Before booking their holiday, 60 percent of guests will specifically research hotel reviews on sites like TripAdvisor. A whopping 71 percent of guests only consider hotels with ‘above average’ cleanliness ratings.
This means the cleanliness of all aspects of the guest room, including bathrooms, bedsheets, towels and common areas all play an important role in customer experience regardless of the property size, brand or location.
Hotel lobbies and communal areas must also be cleaned regularly to prevent bacteria build-up on these visible and high-contact areas and to ensure you make a good first impression.
Training and supporting housekeeping staff, though, to meet the wide-ranging demands of their job across all areas can be time-consuming and take management away from other departments.
For this reason, outsourcing has become a strategic choice for many accommodation providers. Companies that specialise in outsourcing housekeeping offer structured training programs and rigorous quality checks, to
ensure their staff consistently deliver exceptional service.
Some housekeeping tasks can be outsourced to technology to enhance operational efficiency and streamline processes. Mobile apps or in-room digital compendiums can alert housekeeping staff when a task needs attending to, and task statuses can be updated on the go.
Outsourcing options
Justin Jones from ahs hospitality said the outsourcing models have become more flexible in the past few years.
“Outsourced housekeeping has three pillars of service: full service, hybrid service and labour hire,” he explained. “Each of these pillars come with the option to include items such as equipment, cleaning materials, consumables, chemicals, uniforms, and people management.”
Mr Jones stressed that all parties must be on the same page.
“It is important for both hotel and supplier to have a defined set of KPIs and that guest cleanliness scores, quality reviews and audits are conducted regularly and in collaboration to understand how to deliver the best outcomes for guests,” Mr Jones explained.
“Cleanliness can be subjective, however understanding the voice of the guests and monitoring their feedback allows for continual improvement in service delivery.”
Outsourcing can also benefit the budget by reducing overhead costs associated with recruiting, training, and managing in-house staff.
Bundling and then outsourcing housekeeping payroll, workers’ compensation, and HR, Mr Jones added, means the hotel no longer needs to be concerned about these costs as they become the responsibility of the outsourced provider.
“In saying this however, it is always important to audit these areas to ensure that regulatory compliance is met to ensure that all employees, both internal and external, are fairly employed, paid in line with award rates, visa and employment status checks are all in order and that the supplier has their relevant certifications, insurances and capability for operation within the respective
region,” he said. “It is best practice that these types of audits are completed annually by the hotel.”
Outsourcing common area cleaning
Just as guestrooms require meticulous attention to detail so do common areas like lobbies, corridors, dining areas and recreational facilities.
CMBM Director Damien Cann said that hoteliers can benefit from a hybrid housekeeping model, by dedicating their in-house staff to cleaning guestrooms while outsourcing the seven-day cleaning of common areas.
“Hotel lobbies and common area spaces are your first impression to your guests. This space is also a reflection of your venue so this first impression must be a positive one,” he said.
“Professional cleaning service brings a level of expertise and consistency that’s hard to match.”
Image courtesy of ahs hospitality
Image courtesy of CMBM
Damien Cann, Director, CMBM
Justin Jones ahs hospitality
Additionally, Mr Cann says that engaging with a specialist team means accommodation providers benefit from the best equipment and eco-friendly cleaning products on the market.
“Specialist companies have access to cutting-edge equipment and eco-friendly cleaning products, which may be too expensive for individual hotels,” he explained. “This enhances cleaning efficiency while supporting the hotel’s environmental initiatives.”
To ensure the longevity of carpeted areas, using a domestic vacuum is not enough and hoteliers should consider employing specialists to conduct carpet cleaning regularly. Not only does this ensure carpets are not harbouring dirt, germs or allergens, but ensures carpets stay looking fresh for years to come.
“Clean carpets contribute to a healthier indoor environment by removing allergens, dust, and bacteria that can accumulate over time,” Mr Cann said.
“Carpet cleaning also extends the lifespan of the carpets by removing dirt and debris that can wear down fibres over time.
“By using specialised equipment and cleaning solutions, it is possible to effectively remove even tough stains and neutralise unpleasant smells, ensuring that the accommodation always looks and smells fresh.
“Additionally, steam cleaning effectively kills bacteria and viruses on surfaces without the need for harsh chemicals, promoting both health and environmental sustainability.”
Working with cleaners who specialise in common area cleaning also ensures that areas that aren't part of routine cleaning, like high corners, vents, glass cleaning or underneath furniture, are given special attention.
“Proper maintenance through specialist cleaning can prolong the lifespan of furniture, and flooring, minimising longterm replacement and repair costs,” Mr Cann explained.
“Consistent, high-quality cleaning practices reflect positively on the hotel's reputation, leading to favourable reviews and increased bookings.”
Kettles and toasters for guest convenience & comfort
By Sarah Davison, Industry Reporter
Toasters and kettles can significantly contribute to your visitors' stay, providing convenience, comfort, and a touch of familiarity.
However, it’s been hard to look at hotel room appliances the same way since it was revealed that some guests use the guestroom kettle to boil their underwear in.
Weatherdon Category and Procurement Manager Mark Aldrich said he had heard horror stories of guests boiling noodles or heating milk for their coffee with the guest room kettle, but said hoteliers also need to be aware of the need for intuitive and easy-to-use appliances.
“Designers and manufacturers often forget that guests are not about to read instructions on toasters, kettles or other electrical appliances,” he said.
“These need to be simple, intuitive and suitable for international guests too. Don’t let form overtake function.”
While guest misuse is inevitable, Peter Weingartner, Principal of Swisstrade believes that selecting the right appliance can avoid unintended misuse and ensure appliances can be maintained between guests.
“Choosing appliances that are intuitive and easy to operate is hugely important,” he said.
“Guests should be able to use these appliances without the need for extensive instructions.
“We also recommend appliances that are durable and have surface material that can withstand regular wear and tear.”
As an alternative to traditional kettles, an in-room hot water dispenser allows guests to pour the perfect volume of boiling water whilst limiting the potential for misuse.
Value-adding through toasters and kettles
Toasters and kettles are valued for their ability to offer guests easy access to hot beverages or a quick breakfast, giving a sense of home-like comfort and convenience.
To ensure your in-room appliances are meeting the diverse needs of guests, Mr Weingartner suggests that operators consider the average number of guests typically staying in a room.
“This will guide the selection of a kettle with appropriate capacity or a toaster with the right number of slots,” he said.
Operators can also think outside the box and provide appliances that spark conversation and indulgent experiences. “With the rise in popularity in speciality tea offerings, tea kettles with variable temperature control are becoming a popular amenity, allowing for the ultimate enjoyment of an in-room tea ceremony,” Mr Weingartner said.
Size, Style, Safety, Maintenance
Size and style are key factors in selecting the perfect appliance for every type of guest and all room layouts. Mr Aldrich said selecting appliances that speak to the room’s interior design is important.
“A consistent design ecosystem is paramount to a guest room environment,” he said. P42
Image courtesy of Swisstrade
Winter warmers
With winter here, it’s essential to enhance your guest experience for repeat visits.
Swisstrade offers an exclusive line of cozy hotel amenities, ensuring your property is warm and inviting. Elevating guest amenities during winter pampers guests and gives you a competitive edge. Swisstrade’s affordable ideas add a seasonal comfort and relaxation vibe to guest rooms without major changes.
Throws & Blankets
Elevate spaces with Bemboka throws and blankets, adding warmth, colour, and comfort. Crafted from premium longstaple mélange cotton yarns, machine washable, tumble dryable, and expertly hand-finished for luxurious softness.
ILLY Coffee
ILLY Coffee Introduce illy exclusively to Australian hoteliers by Swisstrade.
Delight guests with authentic Italian coffee known for exceptional quality and taste, positively impacting the environment and society.
Skincare
Transition into winter with Olive Oil Skincare, crafted with natural, responsibly sourced ingredients. Australian-owned, rich in vitamins and antioxidants, supporting skin flexibility and anti-aging, ideal for colder weather.
T2 for Tea Lovers
T2 reimagines traditional teas with whole leaves, fruits, herbs, and flowers. Individually packaged in biodegradable, plant-based bags, responsibly and sustainably sourced for a delicious experience.
Bathrobes
Indulge in ultimate relaxation with eco-conscious luxury like the Waffle Kimono Bathrobe, crafted with recycled materials for comfort without compromise on sustainability & cosiness.
Fuji Tea Kettle
Featuring advanced digital temperature control, a keep-warm function, and the trusted UK Strix controller for flawless brewing. Designed for reliability, safety, and consistency, it’s the perfect choice for tea aficionados.
Slippers
Seedling Sole offers a natural, plantbased, 100% biodegradable option. Luxuriously organic, designed as keepsakes for guests to cherish, remembering their stay with every wear.
P40
“While shapes and colours are very specific to each hotels’ personality, I would recommend operators prioritise similar lines, colours and a consistent brand look-and-feel across appliances.
“Safety and reliability will also always prevail both in terms of guest experience but also hotel management. Guests will sooner enjoy a functional item that delivers over a fancy European brand that burns their fingers or sets off the fire alarm!
“However, saying that, a touch of opulence never hurt anyone.”
And while traditionally, the trusty kett le and toaster were often banished into a drawer or cupboard and out of sight, Mr Weingartner has seen operators rediscover these kitchenette essentials as accent pieces.
“Appliances in eye-catching colours can make a real countertop statement,” he said.
“Aside from the ever-so-popular matt-black, metallic finishes are increasing in popularity, especially bronze, nickel and dark blue. In terms of design, simplicity rules the trend, with ergonomic gooseneck handles on kett les taking the charge.”
Sustainability continues to be a key focus for the accommodation sector and Mr Aldrich says operators should consider the environmental footprint of appliances.
“Being eco-conscious is no longer a nice-to-have or a marketing coup, providing sustainable options for guests is imperative and this can be achieved by selecting appliances created from recycled materials or by working with
brands with a commitment to sustainable manufacturing practices,” he explained.
“Features that off er power savings with safety in mind, such as appliances with an auto-off functionality are also great solutions as are kett les with temperature control.”
Mr Weingartner added that ensuring your appliances have adequate safety features is essential.
“Look for features such as automatic shut-off and cooltouch exteriors to prevent burns. Double-wall kett les are always popular and are available in many sizes to meet the hotel’s requirements, as are toasters with variable browning sett ings to meet guest’s preferences.”
Regular cleaning, maintenance checks, and prompt replacement of worn-out appliances are essential in upholding safety standards and guest satisfaction. Accommodation operators should choose appliances that are easy for housekeeping staff to clean.
“If selecting a traditional kett le, operators should ensure that
the model is easy to clean and maintain,” Mr Weingartner said. “This requires the kett le to have a wide opening for easy access to the inside, as well as anti-fingerprint coating on the surface.
“For toasters, it is important that the crumb tray is easily removable.”
Mr Aldrich said that reliability should be top of mind in creating memories for guests and building a hotel’s reputation.
“The amenities and appliances you off er are central to the guest experience. Be sure to surround yourself with established industry brands you can rely on to consistently deliver for your guests,” he said. “Trust is about consistency over time and there are no shortcuts in this game.”
Image courtesy of Weatherdon
What’s the latest in housekeeping uniforms?
Selecting the right housekeeping uniform is essential for optimising team performance.
Housekeeping staff represent cleanliness, so their attire must always be neat, smart, clean, and sharp. This is no small feat, given the physically demanding nature of their job, which often involves cleaning 12 to 16 rooms or checking 80 rooms.
A good fit with moveability and breathable fabric that doesn’t retain body odours is critical. Uniforms should also be crease-resistant, even when left scrunched up at the bottom of a locker, and cost-effective, as they are washed daily and need to be durable. Pockets for storing bulky master keys and a mobile phone are also essential, as no one wants to see these items hanging off the sides of uniforms.
L&A, in conjunction with Crestwell Uniforms from Hong Kong, recently conducted a survey throughout Australia and New Zealand to gather insights from housekeepers and managers about their team uniforms. We received more than 60 responses to nine questions, yielding interesting results. The survey respondents included 54 percent housekeepers, 22 percent general managers, 20 percent operations managers, and a few from outsourced companies.
Liz Lycette Founder, Lycette and Associates Housekeeping Management Consulting
Current overall suitability:
Only two percent rated their uniforms as excellent. The majority, 86 percent, said good or average, and 13 percent rated them poor or very poor.
Sustainability: 77 percent said their uniform purchasing process follows brand sustainability, while 23 percent said no.
Delivery timings: 12 percent received uniforms within a week, 29 percent said delivery took two to four weeks, and 15 percent mentioned one to three months.
Initiating a new design: 69 percent prioritised improved comfort and safety, 65 percent alignment with brand, 53 percent considered employee feedback important, 51 percent cited lack of functionality as an issue, and 47 percent mentioned outdated appearance.
Priorities in new design: 93 percent prioritised improved
ease of movement, 62 percent enhanced pockets and storage, 60 percent adjustable sizing, 50 percent durability, and 33 percent enhanced security features.
Brand image and aesthetic: 39 percent said uniform design is very important to brand image, 46 percent important but flexible, and 14 percent neutral or not important.
Material and fabric selection: 100 percent prioritised comfort and breathability, 80 percent durability, 77 percent ease of maintenance, 65 percent stain and water resistance, and 45 percent eco-friendliness.
Consultation with housekeeping team: 52.5 percent said somewhat important, 45 percent said yes, and 0.5 percent said no.
Cost vs. improvement and benefit: 49 percent said improvement should not be compromised for cost, 31 percent prioritised costeffectiveness, and 21 percent were neutral or not very important.
What’s the latest in housekeeping uniform design
While there are no significant changes in styles, there are new fabric options, including sustainable materials that can be combined to create mixed fibre fabrics.
Recycled polyester created from recycled plastic bottles is one option as is recycled fabric, processed to create new fabric.
Use of bamboo is still popular as it is a natural textile which is soft, breathable, moisture wicking, hypoallergenic. It also offers UV protection and has natural antimicrobial properties. It does shrink however and is not as durable as synthetic fibres.
Modal fabric is a bio-based fabric that is made from spinning beech wood. It is soft and easy to wear but can be more expensive. It also requires special care when washing to maintain its softness and shape.
Hemp requires very few chemicals to turn into fabric and is more durable than bamboo. Like all natural fibres it does depend on how a material is produced as to its impacts on the environment. Lyocell is made from the wood pulp of eucalyptus trees, it is biodegradable and can be composted. The fabric is breathable, absorbent, durable and lightweight however it is more expensive.
Sorona Agile fibre is an innovative form of polyester derived from 37 percent renewable plant-based ingredients. The fibre, which was commercialised by DuPont, combines the suppleness of nylon with the bulkiness of acrylic and is stain resistant.
Finally, there is a new coating available for fabrics. Developed in Hong Kong by C-Force Biotech, BioNTex is an antiviral/ antibacterial coating for fabrics. It works by creating a positively charged surface which effectively neutralises negatively charged bacteria and viruses including coronavirus for up to 60 washes.
So, look out for all these names when you check the label on any of your retail purchases, they are increasing in popularity and will also become available in housekeeping uniforms in the future.
Shade & style with outdoor umbrellas
By Sarah Davison, Industry Reporter
According to the 2023 Hospitality Experience Survey, outdoor spaces are some of the most widely preferred amenities for guests.
For Gen Z and Millennial guests, an onsite swimming pool takes the top spot, and 38 percent of respondents travelling with young children place high value on on-site children’s play areas. And while enjoying the sunshine in these outdoor spaces is essential to the holiday experience for many guests, harsh UV rays can be damaging. A high quality and well-designed shade umbrella can reduce UV exposure by up to 75 percent. When used in conjunction with other forms of sun protection,
shade umbrellas are one of the best ways to prevent skin cancer.
Well-designed umbrellas and shade structures also contribute to the aesthetic appeal of outdoor spaces. Stylish and thoughtfully placed umbrellas can transform ordinary patios and pool decks into visually appealing retreats, encouraging guests to spend more time outside or even creating an ‘Instagrammable’ space.
Jason Condon from Umbrella Fellas, a division of Daydream Leisure Furniture, has seen firsthand the dual functionality of umbrellas as shade structures and style statements.
“Families seeking a holiday experience want their kids to enjoy the freedom of outdoor spaces while keeping them safe from the harsh Australian sun,” he explained.
Images courtesy of Daydream Leisure
“But not only are umbrellas a terrific way of providing shade, they also promote a resort feel to an environment.”
Selecting the correct umbrella for an accommodation setting requires some thought, balancing safety considerations, climate conditions, design elements and the available space. We asked some industry insiders for their perspectives.
Selecting the right materials
Fabric and colour selection have a significant impact on commercial umbrellas, and this extends beyond aesthetics.
Skyspan Shade Marketing Manager Katrina Evans said the right canopy material is key to ensuring the longevity of your investment. “Best-in-class canopy fabric is essential when selecting a permanent commercial umbrella. Following years of testing fabrics in a multitude of commercial and industrial environments, our recommendation is to use an architectural grade PVC,” Ms Evans said. “A high tensile PVC that is purposefully designed for umbrellas, and has been pretensioned in manufacture,
so it is not compromised by the constant deploying and retraction of the canopy will extend the life of the umbrella.
“Additionally, architectural grade PVC offers vibrant long lasting colour choice, with the additional benefits of being waterproof, high heat reflection, UV resistance, 50+ UV rated, fade resistance, anti-fungal, and flame-retardant qualities. This means the canopy is easy-care and will last the distance. These umbrellas can also easily be reskinned if the look is to be updated.”
Mr Condon added that ensuring the frame is constructed with quality materials is important. “Aluminium of a decent wall thickness is an excellent frame material,” he explained. “Synthetic fabrics are suited to the canopy and if the budget permits, a more permanent wind rated umbrella is a great long term, minimum management option.”
Choosing the perfect colour
Umbrellas are becoming a statement piece, with many accommodation operators choosing colours and designs to spark interest.
Images courtesy of Skyspan Shade
Mr Condon said: “We are finding that charcoal, taupe and off white are ever popular. There has been a move, though, to a splash of colour in muted earthy tones such as burnt orange, duck egg blue and sage.”
Ms Evans said when selecting a canopy colour, it is important to consider the solar and light properties the colour provides.
“For warmer climates, a colour that provides maximum solar reflection may be required. For a cooler under-canopy feel you may consider lighter colours like white, champagne or vanilla.
“To lighten up the area beneath the canopy, a bright, vibrant colour with a high solar transmission may be considered. Colours including orange and yellow shades can provide a lighter under-canopy feel.”
Umbrella design, functionality and safety
Poorly designed or secured umbrellas can quickly ruin the resort-like feel for holiday makers if they become airborne, turn inside out or collapse during periods of high winds.
For areas that are prone to extreme weather or high wind speeds, Mr Condon recommends a centre post design as they are inherently more wind resistant as the load is shared on either side. “Wind resistance is a must, as is simplicity of function so that staff can quickly and easily pull the umbrella down if required,” he said.
Ms Evans agreed that wind resistance is an essential feature. “It is crucial that permanent commercial grade umbrellas can withstand high wind speeds
upwards of 118km/h to 148km/h.”
Design choice will be impacted by the location of the umbrella, the available space and the functionality required.
“For poolside, retractable umbrellas tend to be the most popular choice, particularly cantilevered,” she said.
Adding a rotational base to a cantilever umbrella allows you to adjust the position of the umbrella to continue to provide shade as the sun moves during the day. Mr Condon stressed,
though that hoteliers must ensure that patrons are not permitted to adjust the umbrellas themselves and that staff are well-trained in their operation.
“Cantilever umbrellas are popular for pool areas but as moving parts are a potential weak point, you want to minimise patrons using these features on the umbrella,” he said. “For this reason, for accommodation operators, I recommend a simple rope pulley on a centre post or minimum features on a cantilever.”
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Image courtesy of Skyspan Shade
Don’t slip up on surface safeguards
By Grantlee Kieza OAM, Industry Reporter
Australia is a sunburnt country but also a land of flooding rains and even icy ground. The threat of slips and falls is one that keeps the accommodation industry constantly on guard.
Installing non-slip surfaces is not just an issue of compliance for property managers; it’s also sound business sense and proof of a commitment to protecting guests.
Australian law holds properties liable for accidents to visitors, and the financial and reputational costs of that can be enormous, along with the personal damage suffered by the victim. WorkSafe Australia reports that in 2020-21, there were 30,039 serious compensation claims made nationally due to falls and trips. The most common factor in the injury claims was the surface on which they occurred.
Whether it’s dealing with the wet surrounds of a pool in tropical Queensland or an icy footpath in Tasmania, accommodation providers must do everything they can to prevent any slip-ups in their accident prevention safeguards.
WorkSafe Queensland says the key issues to consider when assessing the suitability of flooring are:
• Smooth hard surfaces increase the risk of slips.
• Contaminants on the floor further increase risks.
• Incorrect cleaning can make floors more slippery.
• Changes in the height of flooring can cause trips, including changes as small as 1 cm or even less.
• Slips, trips, and falls also occur between areas with different types of flooring material.
• A floor that is slip resistant when dry may not be slip resistant when wet.
• Floor roughness is more effective than slip-resistant footwear in reducing slips.
Carpet has a shorter life than a hard floor surface but can be a more cost-effective and safer solution in many cases. Installation should be wallto-wall to avoid the hazard of tripping on edges.
Rounded aggregate is often used on external pathways, and the slip resistance depends on finish and wear. It can be slippery when concrete wears. When used as an interior surface, aggregate is often sealed to prevent dusting
and absorption of liquids, but this can increase slipperiness.
Cork floors become slippery when wet, but not as slippery as glazed ceramic tiles which can morph into ice skating rinks when used in bathrooms and toilets.
Property managers are advised to make regular and thorough risk assessments of all areas within their domain, identifying potential slip hazards and implementing preventive measures including anti-slip treatment surfaces in the bathrooms and warning signs in recently cleaned areas. Warning signs are crucial.
Action needs to be taken immediately if the flooring is uneven or in poor condition if there is loose or curling matting, torn carpet, uneven or broken concrete, or chipped and cracked tiles. Checks should be made to see if anti-slip paint or tape is worn, smooth, or damaged, and if there are spots of flooring that could be more worn or contaminated than other areas. The choice of cleaning products is important, ensuring that they leave minimal residue.
Floors can be made more slipresistant with treatments such as mineral-coated adhesive strips which are useful for localised slip hazards such as stair treads and ramps. However, they wear quickly and should be considered as a temporary solution or receive regular replacement.
Coatings can be used on concrete, clay pavers, steel plates, and timber. A range of base materials is used including acrylics, flexible polymers, polyester resin, vinyl ester resin, and epoxy resin. For the best slip resistance, the coatings include some aggregate such as rubber particles, silica sands, and silicon carbide granules. These treatments can be tailored to the application depending on the level of chemical, traffic, or slip resistance needed. With the right aggregate, slip resistance – even under oily conditions – is quite possible.
Grinding and sandblasting are both used on concrete surfaces, ceramic tiles, granite, marble, terrazzo, and clay pavers. Grinding treatment can make a surface rougher providing more grip, but even with sandblasting, oils can make such a surface slippery, and that’s a similar case with acid etches.
Creating grooves with a diamond saw is sometimes used on concrete, ceramic tiles, granite, marble, terrazzo, and clay pavers. Grooves can improve slip resistance, but the loss of a sealed surface could lead to staining.
Maintenance of flooring is crucial, and a cheap warning sign can save a lot of money and heartache down the track.
For more information, please contact Vintech Systems on 02 9472 2000, sales@vintech.com.au or visit www.vintech.com.au
Keeping guests comfortable:
Strategies for temperature regulation
By Mandy Clarke, Editor
Ensuring guests are both safe and comfortable is a top priority for accommodation businesses. One critical aspect of this is maintaining optimal guestroom temperatures. Let's explore various ways to manage temperature in your property, methods that suit your needs and budget, while ensuring outstanding guest satisfaction.
Temperature by design
The design, placement, and materials used in a property's construction play a significant role in temperature regulation. A building designed with its location and climate in mind, and with proper insulation, reduces the load on HVAC (heating, ventilation, and air conditioning) systems by maintaining the desired temperature for longer periods. Double-glazed windows and insulated walls can keep the heat out during summer and retain warmth during winter, contributing to a more energy-efficient building.
Interior design is also a consideration, with window treatments such as thermal curtains or shades helping to control room temperatures. These treatments block out sunlight and reduce heat gain, keeping rooms cooler without relying solely on air-conditioning.
HVAC Systems
A reliable and efficient HVAC system is the foundation of effective temperature control
for many properties. Selecting the right system involves factors such as the size of the building, the local climate, and energy efficiency. Modern HVAC systems are designed to provide consistent temperature control while minimising energy consumption.
Regular maintenance of HVAC systems is crucial. Property managers must ensure scheduled inspections, filter replacements, and cleaning of ducts and vents so that the system operates at peak efficiency. Investing in smart HVAC systems can also provide real-time monitoring and adjustments, further enhancing energy efficiency and guest comfort.
Portable temperature solutions
Portable air conditioners and heaters offer an additional layer of flexibility for properties. These units can be particularly useful in older buildings, where retrofitting and the existing
HVAC system may not provide uniform temperature control, also in situations where guests have specific preferences that differ from the norm.
Mark Aldrich, Category Manager at Weatherdon, said: "When guests require it, properties should be able to supplement cooling or heating to meet their expectations. Investing in a small fleet of portable air conditioning devices to fulfil ad-hoc requests makes perfect sense. It’s also a nice way to provide a personal touch to ensure guests are comfortable and that you are listening to their every need."
Portable units are easy to install and can be moved between rooms as required. They are especially valuable during peak seasons when occupancy rates are high, and additional cooling or heating capacity is required during hot or cold spells. Moreover, they can serve as a backup during HVAC system maintenance or unexpected breakdowns, ensuring guests are never left uncomfortable.
When choosing a portable unit, Mr Aldrich emphasises that safety, reliability, and ease of use are all key factors. He said: “All hotel rooms are not identical, so appliance footprint is very important. You want guests to feel comfortable during their stay without being encumbered. Make sure you consider storage and size of units as they will also spend time stowed away between seasons." He added, "Noise can be a consideration, but guests are often prepared to put up with a little hum in exchange for that extra comfort.”
Guest control
Whether through a centralised thermostat or individual portable units, guests should be able to adjust the room temperature to their preference. Modern HVAC systems often come with user-friendly interfaces or smart controls that allow guests to set their desired temperature easily.
Additionally, offering portable temperature control devices, such as fans or space heaters, can enhance guest satisfaction by giving them more options to personalise their comfort level.
Mr. Aldrich notes the immediate effect of portable air conditioners makes a huge difference to guests’ comfort, especially during peak temperatures. "They can be turned on and off as required, thus managing the ecological and economic impact on the stay. Portables are a temporary and very effective comfort option for the more extreme seasons. A way to bring that little extra touch when guests need it the most."
Enhanced guest comfort: The path to repeat business
Maintaining optimal room temperatures significantly impacts guest satisfaction, but systems and units should also meet guests' expectations in more ways.
Happy guests are more likely to enjoy their stay, leave positive reviews, and return in the future. By investing in reliable HVAC systems, offering portable temperature solutions, and ensuring regular maintenance, you can create a comfortable environment that meets the diverse needs of all guests.
Maintenance and upkeep of portable units
Reliability, ease of use, and maintenance should be driving factors in making purchasing decisions for portable air conditioners and heaters. Mr Aldrich said: “These items should last several seasons. Proper storage away from dust and humidity during off-seasons is the minimum maintenance required.”
Cost considerations
“When investing in portable air conditioners and heaters, identify your use and investigate what price point meets your requirements,” Mr Aldrich advised. "Pay attention to running costs as well as your up-front cost. Often, a more expensive unit will save you money in the long run.”
Integrate with design and aesthetics
“Ideally, appliances in the guest room should slip easily into the background and feel like they belong. Heating and cooling solutions shouldn’t be any different,” Mr Aldrich added.
To conclude…
By selecting the right HVAC systems, utilising portable temperature solutions, incorporating effective insulation and window treatments, empowering guests with easy-to-use controls, and adhering to maintenance best practices, hotels can ensure a comfortable and enjoyable stay for their guests, leading to higher satisfaction and repeat business.
Image courtesy of Weatherdon
FOCUS ON CUSTOMISATION
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INNOVATION ISN'T JUST ABOUT EFFICACY, IT'S ALSO ABOUT STYLE
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Where convenience and comfort meet environmental responsibility. Satisfy your guest’s basic needs with a range of biodegradable everyday accessories, thoughtfully designed and packaged in FSC Certified kraft paper to seamlessly blend with any bathroom décor whilst reducing plastic waste and your hotel’s impact on the environment. Key features: Biodegradable accessories, FSC Certified, recyclable and contemporary kraft packaging, reduce plastic waste and your environmental footprint, promote sustainability and eco-friendly practice and enhance guest satisfaction with high-quality, green products
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THEY AINT HOT, BUT THEY SURE ARE HEAVY
Finally, an umbrella stand suited to resort use. 25 or 40kg concrete, stainless or aluminium stem, roller wheels, full circumference stem connection (no wobbles), In stock now and exclusive to Daydream Leisure Furniture.
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WillPlay, a leader in innovative outdoor play and fitness equipment, offers their cuttingedge WillFit range designed to enhance any property. Embracing fitness within your property not only offers guests an engaging activity but also elevates the location appeal, making it a standout choice for health-conscious travellers and guests. Manufactured using stainless steel, marine-grade aluminium, and UV-stable HDPE, WillPlay's fitness range is ideal for coastal conditions. By providing a dynamic and accessible way for people to stay healthy, WillPlay's Australian Made WillFit equipment stands as a valuable asset, ensuring your property remains a sought-after location.
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Preferred Supplier Programme
Assisting the industry
For over twenty five years in Australia the preferred supplier programme and directory has been an extremely valuable and e ective tool for accommodation managers.
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.
