Resort News, August 2023

Clarke editor@accomnews.com.au ADVERTISING

The legal stuff...

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SUBSCRIPTIONS Gavin

CONTRIBUTING THIS ISSUE... Andrew Morgan, Col Myers, Commissioner for Body Corporate and Community Management, Frank Higginson, Kelley Rigby, Laura Bos, Lel Parnis, Lynda Kypriadakis, Mike Phipps, Nikita Johnston, Stephen West and Trevor Rawnsley.

18

2023: Industry highlights & upcoming events

Welcome to the August edition of Resort News

.

As we find ourselves in the heart of a bustling period within the industry, I am excited to share some remarkable highlights and upcoming events that shape the landscape of the sector.

On July 20, I had the immense honour of attending the NSW Accommodation Awards for Excellence 2023, hosted at the exquisite Fullerton Hotel - an establishment that undoubtedly deserves a spot on your travel wishlist. The evening was a blend of inspiration and connection, allowing me to engage with industry leaders and influential figures. In these spaces, I relish discussing our distinctive management rights industry, and always champion its allure as truly exceptional.

Mandy Clarke, Editor editor@accomnews.com.au

Moving forward, July 25 saw Resort News taking part in the prestigious ARAMA TOP Awards at Brisbane’s Royal International Convention Centre. This event was a celebration of excellence within the MLR domain, recognising the trailblazers who stand out in their field.

As we pivot toward the future, mark your calendars for August 31 to September 1, when the AccomNews and Resort News teams will be present at the ICC Sydney Exhibition Centre for the NoVacancy Hotel +

Accommodation Industry Expo 2023 - an unmissable event for everyone in the industry. Drop by and say hello at our stand, number 745. Moreover, I am thrilled to announce that I will be moderating a panel at the Small Hotelier Summit at this event. But that’s not all, the excitement continues as we gear up for HICAP 2023, set to unfold from August 30 to September 1 at Sofitel Sydney Darling Harbour. This is an event that promises insights, connections and investment opportunities on a grand scale. I advise you to keep an eye on two significant Queensland events in 2023. First, don’t miss the Resly and Women In Best of Tourism Awards for the management rights industry, scheduled for Saturday, October 14, at The Star, Gold Coast. And, nominations are now open for the illustrious PRET Awards 2023, slated for November 25 at the Royal International Convention Centre.

Back to Resort News, in each edition we cast a spotlight on ARAMA members, onsite managers, and MLR professionals, to celebrate the unique journeys they navigate within the sector. This month, we delve into a conversation with Sam Steel, who, alongside his partner and Resly co-founder Rico Chen, is leaving an indelible mark on the industry. Their journey is one of innovation and transformation. Furthermore, we connect with Storme Mason and Nicholas Ludekens, together they ventured from Melbourne last year, armed with minimal management rights experience, to take over the reins of the picturesque Northwind Beachfront Holiday Apartments along the esplanade of Mooloolaba Beach’s northern end. Delve into the pages of this edition, and enjoy the insights, stories, and wisdom that it holds.

Mandy

AI in the accommodation industry:

Unlocking potential while navigating risks

By Mandy Clarke, Editor

In 2023, the world of Artificial Intelligence (AI) is abuzz with excitement. At the forefront of this revolution is ChatGPT, a generative AI phenomenon that has captured the attention of millions.

Its versatile applications, from writing blogs, emails and review replies to proofreading and editing, already make it an invaluable tool for many individuals and businesses, enabling them to streamline processes and enhance efficiency. With such advancements in the application of AI, it is no surprise that accommodation businesses are embracing this technology. Today the collection of customer data, combined with the improvements to computer technology, means that AI can be utilised for a huge range of functions, from basic customer service to personalisation tasks, and more advanced problem-solving. Many claim that AI presents a

game-changing opportunity for the sector. However, despite the great promise and potential of AI there is also a need for responsible implementation and careful consideration of challenges and risks.

So, what exactly is AI? It’s like ‘magic for machines’, endowing them with human-like intelligence, enabling them to learn, reason, solve problems, and make decisions. The possibilities are limitless, AI systems can analyse vast amounts of data, recognise patterns, and adapt responses, accordingly, making it indispensable across various industries. Seemingly the more information it gathers the more intelligent it gets.

Picture this, your virtual assistant will be able to provide your guests with a truly personalised experience through AI-powered chatbots, saving you time, labour, and money. These intelligent ‘beings’ will engage in ‘natural’ conversations with guests, provide instant responses to inquiries and even analyse guest preferences to offer personalised recommendations for activities, dining options, and amenities.

The result? Each guest enjoys a stay that’s uniquely unforgettable. Many experts in hospitality technology agree that AI will be able to achieve this and more. It will revolutionise many areas of guest services. Automated check-in kiosks equipped with facial recognition technology to reduce wait times and enhance guest satisfaction. AI-powered robots to take care of room service, housekeeping, and luggage handling, optimising staff resources and improving operational efficiency.

When it comes to revenue management and pricing strategies, AI algorithms are already making their mark by analysing market data, historical booking patterns, and competitor pricing, AI can optimise room rates in real-time, maximising revenue and occupancy rates during peak demand periods and special events. AI is also being used as a useful teaching tool, putting staff through ‘virtual’ scenarios such as interacting with difficult guests.

What about safety and security? Here, AI-powered surveillance

systems with facial recognition and behaviour analysis can enhance security measures. Meanwhile, IoT devices integrated with AI can promptly detect emergencies such as fires or medical incidents, ensuring guest safety.

AI’s data-crunching abilities empower hospitality businesses by collecting and analysing data from various sources, including guest feedback, online reviews, and operational metrics. AI enables data-driven decisions about service improvements, resource allocation, and marketing strategies.

Unlocking the potential of AI for your business might sound incredibly exciting but equally the challenges and potential dangers of its implementation must be carefully considered. Confidentiality breaches, data privacy and security risks are the most critical concerns. AI relies heavily on data, including personal guest information, necessitating robust data privacy measures to protect sensitive data from potential breaches and cyber-attacks.

To gain insight, Resort News sought some perspective from our industry experts on incorporating AI into their respective fields and the accommodation business.

Lawyer John Mahoney, who has spent decades working in the management rights industry emphasised that while generative AI is a subject of discussion among legal professionals, it is yet to materialise into widely usable technology for lawyers seeking sound legal advice. Initial experimentation has shown that it is far from being trustworthy.

Mr. Mahoney warned: “There is no doubt that generative AI is coming and will likely improve on what is available now, finding its way into some aspects of our work. However, for the time being, most have found AI-generated legal advice to be dangerously unreliable.” He recounted a recent US example where AI-generated results cited non-existent legal precedents and cases, highlighting the risks of relying solely on AI chatbots like ChatGPT and Bard for legal advice or problem-solving.

Apart from reliability concerns, Mr. Mahoney highlighted other legal issues that accommodation providers, should consider when using AI chatbots or technology. Questions arise regarding the storage and access of data entered into AI chatbots, potential breaches of confidentiality or privacy laws, and the legal rights to use AIgenerated content, such as text, images, designs, or artwork.

Lawyer Frank Higginson, partner at Hynes Legal stressed the importance of accuracy and human judgment in decision-making processes. He acknowledged that while AI can promptly produce the requested information, it may struggle to possess the nuanced human judgment required in certain business scenarios, especially in situations where human understanding and empathy play critical roles. Furthermore, recognising cultural differences, particularly when dealing with international clients, is an essential aspect that machines might miss or misconstrue.

As AI continues to evolve, there is a need to exercise caution.

He warned: “Using AI as a complete tool for decision making, as opposed to information gathering, is fraught with danger for the time being.”

AI algorithms can inadvertently perpetuate biases if not trained on diverse datasets. For example, discriminatory practices in room allocation or pricing can harm your business’s reputation and alienate guests. Striking the right balance between AI technology and personalised human service is crucial to preserving the warmth and human touch that guests appreciate in hospitality.

Technical glitches are inevitable in any technology, and AI is no exception. Instances of downtime or technical issues could disrupt guest services and lead to frustration and dissatisfaction. As AI automates certain tasks, concerns about workforce displacement are bound to arise. While AI can improve efficiency, it’s essential to strike a balance and recognise that genuine human interactions are the soul of the hospitality industry.

In the finance world Mike Phipps, founder of industry specialist brokerage Mike Phipps Finance, agrees there is some potential for the use of AI for real time tariff and demand management but in his opinion “personalised human contact works just fine”.

Mr Phipps believes that the escalated use of AI as a purely cost saving device has the potential to alienate customers and add additional levels of complexity to previously simple interactions.

In fact, he said: “Our motto of being analogue in a digital world is driving clients to us in droves. The more automated and digital the financial world becomes the more people like our personalised ‘one on one’ business model.”

Despite the challenges, the benefits of AI might be too enticing to ignore. But as with any groundbreaking technology, the implementation process can be overwhelming. It requires investment in infrastructure and staff training. However, indications are that the rewards will be worth it, if AI can open doors to unprecedented opportunities for efficiency and guest satisfaction.

While AI holds immense promise, we must approach it with a cautious and responsible mindset. Legal experts emphasise the importance of avoiding overreliance on AI-generated content, especially in critical fields like law and finance where accuracy and human judgment are paramount.

In conclusion, the incorporation of AI in the accommodation industry could revolutionise operations and elevate guest experiences but the key lies in embracing AI with a responsible approach. By prioritising data privacy and security, addressing bias concerns, and balancing technology with personalised human service.

Ultimately, automation and AI should be viewed as an enabler rather than a replacement for human interaction. If you intend to embark on your own AI journey, remember that the heart of hospitality will always be grounded within genuine human connections forged with guests. AI is a powerful tool that can enhance capabilities, but it will never replace the warmth and personal touch that make our industry so special.

© Adobe Stock, stock.adobe.com

A TOP night of worthy winners

By Trevor Rawnsley, CEO, ARAMA

The Management and Letting Rights (MLR) industry is built on a foundation of hospitable and well-organised resident managers whose hard work creates a $55 billion yearly economic benefit for Australia.

So many people right across our business deserve accolades and on July 25 at Brisbane’s fabulous Royal International Convention Centre, the most outstanding achievers in the MLR field were honoured at our annual TOP Awards.

It was a magnificent evening as our industry celebrated great success borne of determination and diligence. The night

honoured the best of the best in our business, and the work displayed by all our winners can only inspire the whole industry.

We all work in a service industry and those who reached the peak of the TOP Awards show what can be achieved by going that extra mile to provide award-winning service.

Two of our special guests on the night were Queensland’s Shadow Attorney General Tim Nicholls, and the Shadow Minister for Housing and Public Works, Tim Mander. Before making his name in politics, Mr Mander was Australia’s top rugby league referee, controlling the National Rugby League (NRL) grand final in 2004 and 2005, and refereeing 291 first grade games between 1992 and 2005.

He was impressed by the way our leading managers

tackled problems in their field. Mr Nicholls is a winner in his own right and as the long serving member for Clayfield, understands what a winning culture means and the importance of service delivery.

Our brilliant MC, Chris Parsons from Channel 7’s Weekender program, had a busy night introducing speakers and interviewing winners, who all told great stories about the way everyone in management rights can make their business better.

The four major award categories were each judged by an ARAMA life member, and the quality of the finalists meant the judges had tough choices.

The award for Building Manager of the Year was sponsored by MYBOS, the leading building management software company which allows managers to better

keep track of all their work orders and make it easier to organise preventative maintenance.

This award went to Chris Puplett, a building manager with Oaks Hotels and Resorts in Brisbane. A colleague who nominated Chris for the award told ARAMA: “During a challenging year of flood recovery, Chris has once again shown his dedication and work ethic, not only to the various body corporate committees but also to the various building managers who have had to rely heavily on his support during this time.

“His ability to successfully liaise with various stakeholders to ensure the minimum disruption to residents and guests during projects such as lift upgrades and the ongoing Cross River Rail project is a testament to his skills not only as a manager but as a person.

Trevor Rawnsley, Photo: JOSEPHBYFORD

The TOP Award judge said Chris’ work stood out, particularly for his 19 years’ experience “and the wide range of buildings he has managed and is currently responsible for”.

“He has a great record of dealing with bodies corporate over these years and has been able to strengthen the relationship between all parties and work effectively with the owners, employees, contractors and suppliers,” the judge said.

“His experience and skills qualify him to go beyond the normal requirements of a building manager under the terms of a management agreement which is a great benefit to the scheme in helping the body corporate have a better understanding of their common property issues guided by someone whose advice they can trust.

“The last few years have posed a difficult time for the management rights industry with COVID, a shortage of tradespeople and materials, and shortages of staff and weather conditions in many areas resulting in more pressure on building managers. However, this year’s winner has shown how experience and skills can rise above adversity.”

Chris was praised for bringing in new systems “to more efficiently manage and maintain the complexes”. This greater efficiency led to a reduction in manning levels and freed up staff to be utilised in other areas.

“All of this leads to reduced costs for the body corporate - a win-win for all,” the judge said.

The award for Resident Manager of The Year - Short-Stay Accommodation was sponsored by Programmed Property Services. The winners were Marion and Chris Simon from the Boulevard North Holiday Apartments, on the Gold Coast.

The judge of the award pointed out that Marion and Chris had notched impressive results in increasing their turnover, and that of the owners, since starting in management rights four years ago despite coping with the effects of the COVID pandemic on accommodation during that time.

The award was a fitting tribute to the great work they did balancing the needs of all types of owners - live-in, lockups and short-term occupants as well as competently caring for the common property.

They were also commended for

their active interest in local and state industry groups, to help the short-term letting industry.

“This award is a fitting tribute to their enterprise,” the judge said.

In nominating Marion and Chris, a body corporate committee member with a letting pool apartment, said despite holiday seasons impacted by fires, floods, the COVID pandemic and concrete remedial work at the property, Chris and Marion had remained resolute in their goal to make Boulevard North a “happy” place for all.

“They continually strive to be positive, proactive and to contribute wherever they can,” the owner said. “They undertake their duties with diligence and keep the complex in the best possible condition, often under very trying and difficult circumstances. Marion has, on a complimentary basis, totally re-done the interior of my apartment, service that goes beyond duty and is

very much appreciated. She has also upgraded several other apartments, all in the interest of lifting the guest and owner experience.”

Maree and Ian Smith, who manage more than 150 units at the Hidden Grove and Vista on Brays complexes at Griffin, north of Brisbane, won the Resident Manager of the Year - Long Stay - category for the second year in a row.

The award was sponsored by Property Bridge, one of our industry’s leading sales brokerage firms.

The award was a hard one to judge with many entrants displaying the qualities that are highly desirable in the journey towards best practice as a resident manager. However, in choosing this year’s winner the judge needed to consider a broad number of KPIs including:

• The actual size of the scheme and the growth in their letting pool during a highly competitive time.

• How well they got on with the committee and other lot owners including those who were owner-occupiers.

• Did they enjoy their role, and did it provide fulfilment?

• What outside interests they might have to provide for the local community and create work-life balance.

John Mahoney, Photo: JOSEPHBYFORD

Thank you and congratulations to everyone who was nominated

“This year’s winner has demonstrated a commitment to excellence in all of these KPIs plus more,” the judge said, “and while every applicant shines in some way or other and makes a magnificent contribution to their body corporate, the overall scheme and their tenants, this year’s winner was particularly noteworthy.”

Bruce and Jill Christie, from the Surfers Hawaiian apartments on the Gold Coast, took out the Resident Manager of the Year (Mixed) award which was sponsored by EBM Insurance.

The judge noted that Bruce and Jill had compiled a record of achievements and references which were extremely impressive. What particularly impressed the judge about their application was:

• Their performance has been exceptional and sustained over an eight-year period.

• They have had four top-ups during their eight-year period at the complex and won almost 100 percent support from owners in the building each time.

• They have doubled their letting pool over the eight years they have been there.

• They have organised birthday parties for some of the elderly owner occupiers in the complex when relatives couldn’t arrange them.

• The testimonials from current and past committee members at the complex were very, very glowing about all the good things they have done for the

complex and owners over the past eight years.

• They have turned around a hostile committee into a group of supporters by following the principles of the ‘Triangle of Management’.

Paul Shih, the CEO of PRET (Professional Real Estate Training Pty Ltd), whose business has provided nationally accredited courses for the real estate

industry since 2006, took out the Service Provider of the Year award, sponsored by The Onsite Manager.

Paul is a mover and shaker in the Taiwanese/Australian community and is the founder of Knowledge Bank. This was a fitting reward for the time and effort Paul puts into educating the industry and supporting ARAMA.

Alex Cook, one of Australia’s most experienced and successful

management rights specialists, won the Sales Broker of the Year award also for the second time. This award was sponsored by Flood Legal.

Alex first came to Australia as a DJ and music promoter. He is now a director of ResortBrokers and has sold more than $250 million in management rights with some of the biggest sales in Australia. He has also been appointed to the ARAMA board. The 2023 TOP Awards were a wonderful showcase for the management rights industry, reflecting and rewarding the work we do and the success we enjoy.

Everyone in the business should be proud of our achievements and our contributions to accommodation and tourism in Australia. The business of MLR delivers great value to a community title scheme and its lot owners. This year’s TOP Awards winners will inspire others to great achievements too.

Thank you and congratulations to everyone who was nominated for this year’s TOP Awards and to everyone who strives for greatness. Winning is not everything, it’s how you play the game that matters most.

Alex Cook, Photos:JOSEPHBYFORD

Paul Shih, Photo: JOSEPHBYFORD

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New South Wales strata meetings: How they work

By Col Myers, Small Myers Hughes

There are different kinds of strata meetings in NSW.

Annual General Meetings

The owners corporation in every strata scheme must hold at least one meeting every year. This is called an annual general meeting (AGM). Owners will discuss finances at AGMs. They will vote on sett ing levies and any money needed for upcoming repairs or maintenance.

Other issues such as changes to by-laws, disputes between residents, insurance policies that the scheme holds and

how to fi x any safety issues are also often discussed.

The scheme’s strata committee is also elected at an AGM. The strata managing agent or building manager can also be appointed at these meetings.

General Meetings

Are held as and when needed. Sometimes, they are called extraordinary general meetings (EGM) or special meetings. The secretary or strata committee can call a general meeting at any time. They usually discuss specific agenda items that need agreement from owners and cannot wait until the next AGM.

An owner can requisition a general meeting. However, the request must be in writing and the owner must hold the backing of owners who hold at least a quarter of the scheme’s total unit entitlement.

Strata Committee Meetings

Are for strata committee members to discuss and vote on day-to-day matters. Owners can attend strata committee meetings however, they cannot speak, unless they get permission from the strata committee.

Placing motions on the agenda for a general meeting (AGM or EGM)

To write a motion, you must include:

• a one to two sentence summary of what the motion is (ie., what owners are agreeing to do);

• your name; and

• a supporting explanation of up to 300 words.

Any financial owner of a lot is entitled to vote at a general meeting and can request a motion to be placed on the agenda of a general meeting. Note however, if you are a building manager but you don’t own a unit in the complex, you will need to ask a friendly (financial) owner to lodge your motion - in their capacity as an owner.

A motion can be rejected by the strata committee if it conflicts with an existing law.

Timing for the submission of motions lodged with the strata managing agent or secretary

First and foremost, ask the strata managing agent or the secretary to advise you of the closing date for motions to be placed on the agenda, as written notice must be given to the secretary before the closing date. The secretary must then place the motion on the agenda for the general meeting.

Quorum for meetings

The chairperson on the strata committee is responsible for running meetings.

A proxy voter is somebody who can attend and vote at a meeting on your behalf.

The chairperson must first check that the ‘quorum’ has been met. A quorum is the minimum number of owners that must be at meeting for it to go ahead. At a general meeting, it is either:

• 25 percent or more of people that have the right to vote; or

• enough eligible owners to represent 25 percent or more of the scheme’s total unit entitlements.

How voting works

You are not eligible to vote if you have not paid your levies. In some cases, your vote can be overruled by someone using a ‘priority vote’ - such as your mortgagee.

Voting power

In strata schemes, owners’ voting power is either based on one vote per owner (for an ordinary resolution) or on ‘unit entitlement’ (for a special resolution). Every property in a scheme has a ‘unit entitlement’ value. This value represents the share of the strata scheme that you get when you buy the property.

For example, a small apartment might have a unit entitlement of 50. A larger apartment might have a unit entitlement of 75.

A person with higher unit entitlements has greater voting power but pays higher levies. You can find your unit entitlement by looking at your lot on the strata plan.

Proxy voting

A proxy voter is somebody who can attend and vote at a meeting on your behalf. To appoint a proxy voter, you must complete a proxy appointment form and give it to the secretary.

For large schemes (with more than 100 properties) you must give the form to the secretary at least 24 hours before a meeting. In other schemes, you can hand it over before the meeting starts.

Also, in a large scheme, the person you nominate can’t already hold a proxy vote for more than five percent of the total number of properties.

If you are in a scheme with 20 properties or less, the person you nominate can’t already hold a proxy vote for someone else. If you own more than one property

in the scheme, you can nominate a proxy for each property. Or you can nominate just one proxy for all your properties.

Types of votes

There are different types of motions that can be voted on at a meeting. Some common examples include approving the amount of levies you will be charged, approving plans for repairs, or approving a change to a by-law. Different proposals will require a different number of owners to vote in favour, based on their unit entitlement:

• A general resolution (also called a simple majority vote) doesn’t use unit entitlement. Each owner has one vote per property they own. Over 50 percent of people must vote for the motion for it to pass.

• A special resolution is a vote by unit entitlement. For a proposal to be approved, no more than 25 percent of the vote can be against the proposal.

• A unanimous resolution means that there must

be no votes against the proposal for it to be approved.

• A sustainability infrastructure resolution is a vote by unit entitlement. For the proposal to be approved, those against must make up less than 50 percent of the votes. Note however, that any voter can call for a ‘poll’ before or just after a vote takes place. Calling for a poll changes a vote by general resolution so that it uses unit entitlement, instead of one vote per lot.

Can you change a motion at the general meeting?

You can move a motion to amend a motion that you have already submitted at the meeting, but you can’t change the motion topic. Eligible voters will then vote on the amended motion at the meeting. Any premeeting votes on the original motion will no longer apply. You can’t put forward a new motion in a meeting. It must be left for the next meeting to give people time to properly consider it.

Strata living: No longer the forgo en people

than anything fundamentally wrong with this observation. For all the philosophising around the importance of homes, the point of this discussion is to impress upon all reading the importance of them. Until now, people who made their home in strata were indeed the “forgotten people” of our societal discussions and policy considerations of government.

in consultation with the Community Titles Legislation Working Group, progress reforms to improve the operation, management and amenity of Queensland’s approximately 50,000 community titles schemes.

the government in no uncertain terms how critical this service is. To keep this article politically balanced, I’ll say that Labor Governments pride themselves on front line service deliveryand in this case have delivered.

By Laura Bos, General Manager, SCA (QLD)

Like him or not, Sir Robert Menzies is our longest serving Prime Minister. Regardless of whether you agree with his politics, Menzies had a lot to say about the topic of homes during his tenure, some of which is still relevant today. His most notorious commentary was his infamous “Forgotten People” speech. In this he said of homes:

“The home is the foundation of sanity and sobriety; it is the indispensable condition of continuity; its health determines the health of society as a whole.” Of course, these were diff erent times but certainly, sanity and sobriety (if you accept the mental health standard he is implying here) is always standard in strata. More importantly, Menzies went on in the Forgotten People to say of our homes “one of the best instincts in us is that which induces us to have one litt le piece of earth with a house and a garden which is ours; to which we can withdraw, in which we can be among our friends, into which no stranger may come against our will.”

Whilst a piece of earth and garden aren’t standard in strata, this speaks more to our changing perceptions of home

SCAQ has over the past two years been gett ing very loud in the public domain about the need to specifically consider strata and its intricacies and support strata as it becomes a favoured model of housing development for a variety of reasons.

Strata is no longer home to a small section of the population but is now housing nearly one in four people and this share is growing.

This critical mass has helped us make the case for the government to take notice, and pleasingly seems to have motivated them to take action. Strata residents are no longer the forgotten people they once were. Most notable in this regard were two very exciting commitments from the State Government in the recent state budget.

• The Department of Justice and Attorney General committed to,

• The government is providing increased funding of $3.5 million over three years to support the implementation of reform in an environment of continued significant sector growth and increasing dispute resolution pressure.

This tells us that the government is committed to delivering substantive change. Something, when coupled with reforms announced in February gives us cause for optimism. It is likely that the $3.5 million allocated in the budget will go largely to the Office of the Commissioner for Body Corporate and Community Management in the form of additional staff and enhanced systems. We are pleased that this is the second year in a row additional resourcing has been added, and overall funding for that office has increased nearly 60 percent over the past two years. This is in no small part due to the tireless eff orts of consecutive SCAQ boards and staff who have never, ever missed an opportunity to tell

What’s the lesson for SCAQ generally, given our critical reform priorities around regulation of strata managers, a more balanced approach to management rights and changes to dispute resolution?

Simple, persistence. It took years of banging the drum to get the Community Titles Legislation Working Group set up, it has taken years to appropriately consult with members and get our positions and submissions just right and now we are starting to approach the endgame.

Whilst we may have made great progress, we are by no means finished. The lesson in persistence has been a necessarily long one. But we have (in writing and in dollars) commitments for change from government.

How will we respond? Perhaps by taking another leaf out of Menzies “Forgotten People” book we will continue “To strive, to seek, to find, and not to yield.”

The home is the foundation of sanity and sobriety...

– Sir Robert Menzies

Robert Menzies, Date 1950s. – Source: h p://nla.gov.au/nla.obj-136264652, National Library of Australia

Navigating the dispute resolution process: Part Two

application: there has been damage to the carpet and walls inside my lot because the body corporate has not maintained the roof.

By the Office of the Commissioner for Body Corporate and Community Management

We understand that lodging a dispute application can be a daunting process.

This article revisits the topic of dispute resolution under the Body Corporate and Community Management Act 1997 (the BCCM Act) covered in last month’s article.

If you require information about referees’ orders under the Building Units and Group Titles Act 1980 (the BUGT Act) submit an online enquiry www.qld.gov. au/bodycorporatequestion or read our webpage referee orders for body corporate disputes.

While our first article dealt with preliminary considerations, this article dives into practical information and offers tips to assist you in navigating the waters of dispute resolution as smoothly as possible.

Clear outcomes sought

You must clearly identify the outcome you are seeking when you lodge an application. It is not enough to simply identify breaches of the legislation, as it is not within the jurisdiction of our office to impose penalties.

An outcome is a clear and concise statement of:

• if conciliation - the specific action you want the other party to take, or to cease, to resolve the dispute;

• if adjudication - the specific action you want

the adjudicator to order to resolve the dispute.

The outcome you are seeking must match the request you made to the other party in your application, in your attempt to have the issue resolved internally. You need to provide evidence that you attempted to resolve each outcome internally.

If you are seeking more than one outcome, you should separately number each outcome.

As a guide, we have provided some case examples of incorrect outcomes and how they can be improved.

Case example one

Simon is an owner in a body corporate. At a recent committee meeting, his motion about maintaining the common property garden was considered. The committee voted against Simon’s motion. After unsuccessful attempts to resolve the matter internally, Simon lodges a conciliation application against his body corporate with the following outcome listed: the common property is not being maintained in good condition.

This is simply a statement of the problem, it does not tell us what Simon wants as an outcome.

Simon could change this statement to make it an outcome as follows: I would like the body corporate to approve the work proposed to maintain the common property garden, as it is currently not in good condition.

Simon is now correctly asking for specific action to be taken to resolve the dispute.

Case example two

After a month of dreary weather, rain has consistently leaked through the roof and damaged the carpet and walls within Lucy’s lot. There has been an ongoing issue with a waterproofing membrane in the roof.

Lucy had the damage within her lot repaired at her own cost. However, Lucy believes that the body corporate should pay for the repairs, as the roof that caused the damage is common property.

As Lucy has already been to conciliation about this issue, she decides to escalate the matter to adjudication, seeking the following outcome in her

Again, this is not an outcome, it is only a statement describing the problem. To make this statement an outcome for an adjudication application, Lucy could change it as follows: an order requiring the body corporate to reimburse me a sum of $6500 for repairs undertaken to fix the damage to the walls and carpet within my lot, caused by its failure to maintain the roof.

Lucy is now correctly setting out what order she wants the adjudicator to make to resolve the dispute.

Keep in mind, while apologies are nice to have, they usually don’t resolve the substantive issue. The legislation does not require people to give apologies or make acknowledgements about alleged wrongdoing.

Grounds supporting outcomes

If you are lodging an application, the onus is on you to summarise the history or background of the dispute and state why you are entitled to the outcome you are seeking. Naturally, the stronger the reasons for lodging the application, the greater the likelihood of the dispute being resolved in your favour. These reasons are normally referred to as “grounds” in the application form.

If you are seeking multiple outcomes in your application, you should have separate grounds supporting each of these outcomes.

As vexing as a situation may be, you must still be able to demonstrate that there is some legal basis for the outcomes you want – namely, that the outcomes relate to a provision of the body corporate legislation or your scheme’s community management statement (CMS).

© Adobe Stock, stock.adobe.com

The legislation specifies that detailed grounds are provided in an adjudication application.

While you are required to provide grounds supporting your outcomes in a conciliation application, the same level of detail is generally not required.

Including supporting documentation

If you are relying on any supporting documentation or evidence for your dispute application, you should clearly identify and reference these in your summary containing the background of the dispute and your grounds. You may wish to include things such as meeting minutes, photographs, plans, sketches, reports from qualified persons or correspondence in your statement of grounds. For clarity, these attachments should be numbered. We also strongly recommend you provide a schedule listing all attachments referenced in your statement of grounds.

While you must include relevant supporting documentation to strengthen your grounds in an adjudication application,

it is equally important to be selective about what you include. You should carefully consider whether documentation is directly relevant to the outcomes you are seeking before attaching it. For instance, by including ten years of correspondence that is not directly relevant, you detract from the documentation that could clearly advance your outcomes, less is often more in this situation.

Exercising caution when disputing procedural errors

We regularly receive applications where the dispute is based purely on a procedural error.

As a rule of thumb, if you are lodging an application of this kind, you should demonstrate how these procedural errors changed voting outcomes.

We have provided a case example to better illustrate this point.

Case example

Michael recently discovered that his body corporate incorrectly counted proxy votes

for a general meeting motion. Michael proceeds to lodge an adjudication application seeking the following outcome: an order that motion 10 passed at the general meeting of the body corporate held on March 20, 2023, is void. In his grounds, Michael only relies on section 130 of the Standard Module which does not allow proxy votes for motions of this kind. Michael failed to identify whether the voting outcomes changed because proxy votes were counted. If the voting outcomes remained the same - even though proxy votes were incorrectly included - it would be unlikely that Michael would be successful in obtaining an order that the motion was void. It is important not to get too bogged down trying to dispute every procedural error that occurs.

As observed by the adjudicator in the matter of Watermark Residences [2021] QBCCMCmr 202, the body corporate legislation is: “lengthy, technical and complex… It cannot be the case that the legislature expected all, or even

most committee members of a body corporate, small, large, or very large, to be experts in…law, or masters of community management.”

The reality is mistakes will inevitably be made in bodies corporate. If technical errors are the focus of your application, it is for you to demonstrate the detrimental impact of those errors, not simply point out errors. We hope that this article, combined with our previous article on this subject, gives you a solid foundation to work from if you are lodging a dispute application in the future. If you do not take the time to familiarise yourself with the relevant requirements before lodging an application, you are more likely to encounter obstacles through the dispute resolution process. In addition to this article, you must refer to the guides for conciliation and adjudication that accompany the application forms. We also strongly advise you to read the relevant practice directions about dispute resolution that are available on our website.

Reservations made easy with Steel focus

This month Resort News caught up with Sam Steel, who was about to embark on a trip with his partner and Resly Co-Founder, Rico Chen. It’s been a whirlwind few years for them, taking the management rights industry by storm with their software, Reservations Easily, or ‘Resly’ for short. Now in need of a well-deserved and relaxing holiday, they are jetting off to Europe.

By Mandy Clarke,

The journey to launch Resly took nearly three years of research and development, involving engagement with industry leaders, independent hoteliers, auditors, and accountants. Sam and Rico wanted to ensure they were building a system that served all stakeholders.

Baelon. He’s all we will think about when we are away.”

According to Sam and Rico, their mission for Resly was simple - to enable and empower the management rights industry through technical innovation in a way it had never experienced before. Like many of their clients, they once faced challenges with outdated, complicated software that made managing trust accounts difficult. Their vision was to build a property management system that had powerful features but was simple to operate, and thus, Resly was created specifically for the management rights industry.

Currently residing in Sydney with their mini cavoodle, named Baelon, after Rico’s favourite show, Game of Thrones, Sam admitted, “I have no idea about the show and am not a total fan of the name, but I am absolutely obsessed with

They also share a love of Sydney, Sam said: “We love living there because there is always something to do. We enjoy socialising with our friends, trying new restaurants, going to dog-friendly brunches, and catching a show.”

Originally from Auckland, Sam has been involved in the accommodation and tourism sectors since he left school at 18, starting with Air New Zealand. He

later worked for an online travel agency (OTA) in New Zealand for about five years before relocating to Sydney seven years ago.

In the Australian market, while working with OTAs, Sam became acquainted with management rights in Queensland, discovering the challenges of trust accounting in that field. This experience led him to investigate further and ultimately partner with Rico to create a better solution for the industry.

For a couple of years, Sam and Rico immersed themselves in learning about trust accounting and essentially became property managers, culminating in the development of the prototype software that eventually became Resly.

Sam speaks highly of Rico’s impressive talents.

“What goes on in his head is incredible,” Sam said. “He has no formal training when it comes to software development, but it blows my mind what he can do. I only have to make a passing comment about how cool it would be to have ‘X, Y or Z’ and literally the next day, Rico has built it into a feature of Resly.”

Sam says he pushes himself every day to match Rico’s level of skill. With ambition of steel and their prototype, together they took a leap of faith and quit their day jobs just as COVID hit. Despite the challenges, they began cold calling properties, highlighting Resly’s cloudbased functionality that proved valuable during lockdowns.

Sam said: “Suddenly everyone went into lockdown. I’d said goodbye to a stable wage by that time and we had no other choice but to make Resly a success.”

And they quickly established themselves, earning the trust of properties that were

Editor “Relaxing!” Sam joked, “We’ve been non-stop since we started Resly, and to be honest, that’s how we like it. I would get too bored doing nothing.”

accustomed to using the same property management system for many years.

One of the first properties to use Resly was the Blue C at Coolangatta and working closely with them allowed Sam and Rico to gain helpful insights into the daily operations of the property management system.

Sam said: “It was our first real resort that had a good number of rooms and great management in place.

“We worked with them, we went in when the border opened and acted as relief managers because we wanted to see how the PMS worked in operation day-to-day.

“We wanted to see how well the system could be used by the managers. That experience was key because we learned all the little things managers deal with every day and what software tweaks we could make so it was easier for them.”

For the first year of operation, Sam and Rico were on the road visiting new clients and regularly seen in reception areas, often mistaken for the property’s manager.

“That helped build Resly into a really intuitive product and then we decided to make it an all-in-one platform,” Sam said.

They expanded Resly to not only cover trust accounting but also channel management, booking engine and website integration. This streamlined

approach is a significant driver of their success because property managers appreciate having one comprehensive platform.

“To have a system that is specifically built for management rights is great for the industry,” Sam said.

“Management rights is a very niche market and developing software for it made complete sense for us. It’s a small market that many big international PMS designers put into the ‘too hard basket’. But we really took time to understand trust accounting and management

rights and everything that goes along with it.”

Resly is now well-established in Australia and expanded its operations to Fiji and New Zealand. With the demand growing rapidly, they are careful about their onboarding process to ensure smooth transitions for their clients.

They now have a dedicated team at Resly, employing 15 people with the majority on the Gold Coast where the company is based. Sam emphasised the importance of creating a fun and trusting work environment with the company organising regular social events to keep the team engaged and motivated. Additionally, Resly has joined forces with Women In to organise the annual Best of Tourism Awards for the management rights industry. Reflecting on the rapid growth of Resly, Sam acknowledged the hard work they’ve put in and expressed gratitude for the support of their clients.

“As we grow, it’s important that we maintain the same level of service for all the properties and we’re very mindful of growing pains, of going out and stretching ourselves too thin. Australia and New Zealand are core markets for us, and we’re probably going to sit there for a little while and just make sure that we do it well. We are looking at other versions of Resly for other types of properties, such as hotels and motels. But our core business will always be management rights.”

Magnificent vista of the Gold Coast

By Grantlee Kieza, Industry Reporter

Destined to be a landmark Gold Coast property, 26 Vista will reach for the sky and present a unique opportunity with the sale of its lucrative management rights.

More than $1 million in annual profi ts are being off ered for a new manager at a property being designed as a visionary

masterpiece that aims to fuel the imagination of residents.

It will not only elevate amenity spaces to unprecedented heights but evoke the essence of luxury hotels. The tower will reach 51-levels and present 280 apartments and six threestorey townhouses fronting the Northcliff e Light Rail Station.

The $300 million complex located on Vista Street in Surfers Paradise promises views that will stretch out across the ocean and through to the Gold Coast Hinterland.

Crowning what promises to be a stunning development will be a private resident’s rooftop, and the highest residential pool on the Gold Coast, with the breathtaking amenity on Level 51.

Also forming part of the rooftop will be ‘Stratos 168’, accessible to all residents, which off ers an indoor and outdoor resident’s lounge, fire pits, lush garden beds, and an outdoor workspace.

Level 4 will be home to “Club Vista”, comprising a large

pool and yoga sun deck, as well as a cycle room and gym off ering world-class equipment open to all residents.

There will also be EV charging provisions as a means of future-proofing the project.

Already there is great excitement around 26 Vista, the debut Queensland project for MRCB International, a wholly owned subsidiary of MRCB Malaysia, which is a company listed on the Malaysian stock exchange.

Lobby foyer

The rooftop

JEWEL LANGHAM HOTEL

ISLE OF CAPRI STAR CASINO

MRCB International worked closely with architects at DBI Design to create an elegant atmosphere akin to that off ered by the best luxury hotels.

Residents and guests will also have easy access to stunning beaches, vibrant entertainment precincts, world-class dining, and a range of recreational activities.

Robert Collins from RAAS Management Rights, who is marketing the property, said 26 Vista would become an “iconic building on the Gold Coast”. “It’s an unbelievable opportunity for the person who secures the rights,” Mr Collins said, “because it’s a business that will be very profi table and will be held for a very long time.”

The management rights are on off er for $9 million (negotiable) and come with a net profi t estimate of $1,908,620. The body corporate salary is $500,920. By taking up an off-the-plan management rights business, the new manager will have the advantage of being involved from the beginning, allowing them to shape the business to their vision.

MRCB International CEO Ravi Krishnan said: “The Gold Coast is one of Australia’s favourite holiday destinations, and our

aim is to debut in the hotly contested Queensland market with a project that allows our residents to live like they are on a permanent vacation, through an amenity-rich, conveniencedriven gamut of initiatives.”

Mr Krishnan said the property would take advantage of Queensland’s stunning weather. MRCB will introduce many outdoor zones that not only off er views but the type of seclusion experienced in suburban homes.

The sky pool on level 51 will totally disconnect residents from the outside world.

“It’ll be very special to look out of the pool and only see the sky above you,” Mr Krishnan said.

The site has frontages to Vista Street and Thornton Street and stretches across seven continuous lots that have remained vacant since 2014.

MRCB International purchased the land last year for $17 million.

The slender tower covers just 30 percent of the 3,100 sqm site

and is orientated to the east to take advantage of its proximity to the ocean and access to sunlight and ocean breezes, while maximising views towards the river and hinterland.

The site sits along the Gold Coast’s much-lauded tram line, which is currently in the next stage of extension.

Mr Krishnan said: “We look forward to delivering a project that will not only enhance the city skyline but will play a pivotal role in catering to the booming migration to the Sunshine State.”

He said council forecasts predicted that by 2041, the Surfers Paradise population would have nearly doubled and that more than 80,000 people would live in high-rise towers.

“Our vision for this project is to create a beautiful slender tower that will bring coastal elegance to Gold Coast while providing a rare opportunity for purchasers to buy a home that prioritises lifestyle, design and location,” Mr Krishnan said.

Matt hew George, the director of property group Urban Activation, said projects such as 26 Vista were shaping the Gold Coast market by introducing a hotel-like lifestyle, “they are able to dramatically elevate the quality of life of the residents”.

Mr George said that 26 Vista was rapidly establishing itself as one of the most sophisticated towers to enter the Gold Coast market in recent years, simultaneously introducing rich amenities with sustainability measures to future-proof the build.

Vista is scheduled for completion in 2026.

MRCB International has successfully delivered Easton Burwood and 1060 Carnegie, both apartment developments in Melbourne, and was awarded a Transit-Oriented Development (TOD) project in Auckland, scheduled to begin in 2024.

Price: $9,000,000

Net Profit: $1,908,620

Seize this golden opportunity and reach new heights of sophistication and comfort with 26 Vista. Call Robert Collins today, 0404 678 792 or email robertc@raas.com.au.

Level 4 pool Lobby entrance

If not, why not?

declaring something no one else could possibly find out about.

The great amateur golfer Bobby Jones, when being lauded for calling a penalty on himself for an infraction no one else saw, was quoted as saying: “You might as well praise a man for not robbing a bank as to praise him for playing by the rules.”

By Frank Higginson,

The game of golf is an incredible revealer of character. You can tell quite a bit about a person’s character in terms of how they react to poor golf shots or just plain bad luck on the golf course. Are they a club thrower, or club breaker? Where is the blame directed when they miss a two-footer for par? Do they sulk for the rest of the round because of one thing going wrong?

There are no referees walking the links following players in golf. The rules are the rules and you are expected to know them and follow them. And that means that if you have breached them, you are expected to call a penalty on yourself, even if (and perhaps especially so) no one else saw that infraction. You ground your club in the sand. You don’t mark your ball when picking it up to see if it’s yours. You hit a ball that’s not yours. All of these have penalties attached to them that will affect your score.

Some rules infractions might be visible to your playing partners. Others might not. You hit a Titleist #1 into the rough, find a ball that looks like yours, hit it on the green and then find it’s now a Titleist #2. What do you do?

There are few truer tests of character than the ones that involve you damaging yourself by

Anyway, enough golf and back to the headline of this article. Golf doesn’t involve fiduciary obligations, but it does involve ethics. The two are not dissimilar. A fiduciary obligation is one where you must put the interests of others ahead of yourself. This is the legal relationship lawyers have with their clients.

It is also the relationship that resident managers have with the owners of the lots they manage. This form of legal relationship doesn’t really extend to that with the body corporate (as this is more of a contract via the management rights agreements) but some might suggest it does. There are lots of opportunities in every business for little side benefits. Some are direct and some indirect. More than a decade ago, we were offered payments in exchange for referring clients to a particular industry service provider. Ethically, that would have horribly compromised us, and even if we did refer clients to that entity, could I ever put my

hand on my heart and say the reason why was because they were the best in the market? No. The reason would have been the money, which then would have not been acting in the client’s best interests. The referrals I give are to people who think I will look after that particular client best. End of story.

Management rights create many little situations like that. Open and transparent disclosure of the benefit tends to cure most of the issues within law, and there are certainly legislative obligations to do so, but there are going to be times when there is the ability to avoid anyone else knowing about it.

My question to every client, when exposed to that little undisclosed opportunity, is to cast your thoughts forward six months to the situation where the other party finds out that you received a benefit from acting for, or contracting to them. They will ask you, ‘Why didn’t you tell me?’ Or in other words, ‘If you didn’t tell me, why not?’

Scenarios

The painting contractor for the building offers you a slice of the action. You buy something for the body corporate and get reimbursed, but later return part of what you bought and don’t refund the body corporate. A supplier offers you rebates on fees charged to letting clients, and so on… Failure to be open and transparent with any of those things can lead to disastrous consequences.

Find that internal Bobby Jones for those moments. Manage them the right way and always remember that, unlike golf, there are more and more ways these little undisclosed things can be discovered and might one day cause you a large amount of grief.

Was that your Titleist on the green or someone else’s?

Partner, Hynes Legal

© Adobe Stock, stock.adobe.com

Happy new financial year!

to June 2023 quarter were due and payable by July 28, 2023, if not complete you must action immediately to minimise any interest and penalties applicable.

system, setup to ensure correct rates are being paid and any backpay is processed if any underpayments have been made.

Instant asset writeoff limit cap

By Lel Parnis, Principal, Holmans

Maybe there’s no fireworks to start the new fiscal period but it’s an exciting time nonetheless, a time to review opportunities and reassess business goals. Here are some upcoming compliance deadlines to note as we ease into the new year:

• Final payroll finalisation via Single Touch Payroll was due on July 14, 2023, if not yet completed action without delay.

• Employee superannuation contributions for the April

• Lodgement of the June 2023 quarter BAS is due by August 25, 2023, where lodging via a BAS or Tax Agent who enjoys a four-week extension to the usual quarterly lodgement due date.

• Taxable payments annual report (TPAR) to report payments made to contractors is due for lodgement by August 28, 2023. With the new year comes some changes which may impact you or your business. Here is a summary of the key changes from July 1, 2023: National

minimum wage and award rate increases

Pay rate increases should have been applied to the first full pay period post July 1, 2023. Please review your payroll

Employer super guarantee rate increase

From July 1, 2023, the super guarantee rate on all employees ‘ordinary time earnings’ increased to 11 percent. Most systems should have automatically updated the statutory rate applicable but check your payroll system to ensure its correct. Remember employee superannuation is always payable by the 28th of the month following the end of the quarter. There is no extension to this due date regardless of when your BAS may be due. I recommend you process and pay your superannuation as soon as possible after the end of each month or quarter to ensure you have time to rectify any issues before the final due date. Penalties for late paid superannuation can be severe, including the loss of tax deductibility for the entire amount of super paid late.

The temporary full expensing provisions allowing full tax deductibility of business assets ended on June 30, 2023. From July 1, 2023, the instant asset write-off threshold for eligible small businesses is capped at $20,000 per asset. Assets costing more than $20,000 will be depreciated either over their effective lives or under the small business depreciation pooling provisions. If pooled, depreciation of 15 percent is claimed in the first year and 30 percent every year thereafter.

Study and training loan indexation rates

On June 1, 2023, all student loan debt (HECS/HELP) was indexed by 7.1 percent, which is significantly higher than the increases over the prior 10 years. You can check your loan balance via your MyGov account.

Loan repayments are made through the individual tax lodgement system, when

individual taxable income reaches a certain threshold, $48,361 for the 2023 financial year. Any repayments will be payable on lodgement of your individual tax return.

Whilst rushing to get your 2023 tax compliance prepared and lodged mightn’t be high on your list of priorities, I would recommend getting your information to your tax agent at your earliest convenience. The sooner you have certainty as to any tax liabilities you can better plan and manage cash flow. Your tax agent can prepare your returns but hold for late lodgement if you’d prefer to pay the ATO at the latest due date.

Some key changes to note for the 2023 financial year for your consideration:

Low- and middle-income tax offset (LMITO) does not apply to the 2023 tax year

Between 2019 and 2022 there was a tax offset of up to $700 for individuals with taxable income of less than $66,667, which no longer applies from the 2023 financial year.

Despite the individual tax rates remaining the same, individuals with the same taxable income and tax withheld in 2023 as the prior year may find they receive a lesser tax refund or potentially have tax to pay on lodgement of their 2023 tax return.

Motor vehicle registration data sharing

The ATO has announced that it will acquire motor vehicle registry for the 2023, 2024 and 2025 financial years. The data includes, purchaser and seller identification information, the market value of the vehicle bought or sold, type of vehicle and so on.

Importantly, the ATO will be able to data match this information with that reported on business and individual tax returns. You must have a valid logbook to substantiate business use for any vehicles which are not specifically exempt from ‘Fringe Benefits Tax’ considerations, which are bought in a business entity or otherwise claimed as business expenditure. A valid logbook is one which is kept for 12 weeks in a five-year period.

Small business technology investment boost

Small businesses (with an aggregated turnover of less than $50 million) can deduct an additional 20

percent of the expenditure incurred for the purposes of business digital operations or digitising its operations.

The boost applies to eligible expenditure incurred between 7.30 pm on March 29, 2022, and June 30, 2023.

The types of eligible expenditure include Internet costs, software subscription fees, website costs, cloud storage, computer hardware, mobile phones, tablets, cameras, POS terminals, etc.

The bonus deduction is limited to $100,000 but it’s safe to say that if your business isn’t benefitting from this incentive, you might look to review your systems to maximise the benefits cloud-based systems can provide to your business.

Disclaimer: This article contains general information only. Regrettably, no responsibility can be accepted for errors, omissions or possible misleading statements or for any action taken as a result of any material in this guide. It is not designed to be a substitute for professional advice, as such a brief guide cannot hope to cover all circumstances and conditions applying to the law as it relates to these items.

Your tax agent can prepare your returns but hold for late lodgement if you’d prefer to pay the ATO at the latest due date

Change comes quickly

sale has changed significantly. The combination of numerous sales being transacted over the past two years, along with more and more owners not wanting to sell a quality income producing accommodation asset, has created this change in the landscape of the market.

It was only a short 14 months ago that I wrote about how there were many excellent buying opportunities available in the motel and accommodation sector and how the demand and the appetite from those already in the industry was very strong. At that time there were many good quality motels available for sale on the market even whilst numerous sale transactions were completing.

Well, how quickly things change…

The demand for further acquisitions from experienced owner operators has not changed. The desire to purchase more and to grow and expand has not diminished. However, the current stock available for

Now there is a large pent-up demand from a strong and cashed-up buying sector, looking for quality accommodation assets to acquire. Many of these already own accommodation businesses and properties and are looking to expand their portfolios. Others are first-time entrants to the accommodation industry but have friends, family or colleagues who have been in, or are currently in the industry, who have endorsed them to pursue accommodation businesses and assets.

This has also been the case within the caravan park sector. With many parks having sold over recent years and the reluctance of others to sell, suddenly there are very few parks available on the market. The demand from large corporate investors through to ‘mum and dad’ operators has been significant for these ‘lifestyle’ accommodation businesses. The demand is based on very different appetites within the sector. From corporate investors seeking to add to their portfolios, creating economies of scale with centralised booking systems and processes to manage dozens of parks, through to the caravan enthusiasts who enjoy the caravanning lifestyle and want to be involved from both an investment and

SMALL MYERS HUGHES

Management Rights Specialists

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Our team of legal experts, led by Col Myers, has over 30 years’ experience in this area and will get you the best possible outcome.

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M: +61 (0)417 620 516

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lifestyle perspective. The best of both worlds for them.

With many motel and accommodation businesses and properties selling recently, new owners are just settling in for their first year or two of ownership and have no interest in selling. Others who may have had much longer tenures are seeing strong occupancy rates. This has been flowing on to increases in room rates which of course leads to higher revenue and profits. This is often the best time to sell, however it can also be a time to sit and enjoy the higher demand for accommodation. One cannot begrudge this.

Those owners of quality motel and accommodation businesses and properties who are considering selling now or in the near future will gain the benefit of the high demand for such businesses at this time. The consideration whether to test the market or not, is always worth looking at in times of high demand. In situations where there are numerous potential buyers for an asset, the seller can achieve a higher price than at other times and to achieve a contract of sale on more favourable terms to the seller, such as an unconditional contract. The unconditional contract is not a guarantee of settlement being completed but does provide

a significantly reduced risk to the seller. The reduced risk means that the probability of the contract proceeding to settlement is far greater than a contract of sale that includes even one condition to it.

A contract with one condition may as well include ten conditions. It is either deemed by the parties involved to be unconditional or not. Without getting into the legalities of contracts and the law, which is outside my ambit, the benefit of this unconditional contract is essentially an increased level of certainty. Once the contract is unconditional the seller can have enough confidence that the contract will most likely proceed to settlement, to enable them to make plans moving forward. Either to reinvest elsewhere or move on as desired.

This is a very general look at the availability of quality motel assets for sale in the present. As mentioned though, how quickly things change. Who knows what the rest of the year will hold for the status of what is available for sale? One thing we can be sure of is that over the years, experience has shown us that it is very difficult to predict how the market will behave. One day there is a shortage of stock available and before we know it, the market has changed course again.

By Andrew Morgan, Motel Broker/Partner, Qld Tourism & Hospitality Brokers

We need to talk

By

Does this title put the shivers up your spine or what!

The statement is mostly delivered with a feeling of foreboding by someone you love, fear, admire, respect… whatever. When I hear it from the ‘managing director’, I assume a dire transgression and very very unpleasant consequences, even when I can’t recall doing anything wrong. My brain moves immediately to a state of terrified guilt from which I have no chance of countering the discussion to come.

And that’s a shame because we really do need to talk.

In this age of digital communication, I reckon we’ve lost the ancient art of eff ective communication. Way ahead of operational risk

I see communication risk as a significant challenge for accommodation operators and they don’t even know it. In fact, I sometimes think that operators are afraid to have in-person verbal discussions and hide that fear behind emails, texts, and social media. The outcome is inevitably misunderstandings, potential conflict, and limited mutual empathy.

This is not good.

I’m not suggesting there’s no place for digital communication, just that relying on digital alone is a bad strategy. Personal interaction combined with digital gets the best results.

For many operators in the management rights industry,

the key communication device should be an eff ective and informative monthly newsletter to owners. If there’s a contentious issue to be raised or a matter that’s likely to impact owners negatively it’s important that the newsletter be a precursor to individual conversations as required. Sadly, I see very few of these that cut through and add value. Most are a rehash month after month of prett y much identical text with no local news or pertinent commentary about the market. The newsletters that work invariably have local news, market demand commentary, a few quotes from guests, a thank you to the committee and a property update. They also have an invitation to call the manager at any time for a chat. Yes, you are busy but if you’re too busy to talk to an owner it’s time to review priorities.

Guest and tenant communications are equally important and again, I think many managers could do better. We’ve got a lot of clients and I only know of one that has a tenant Facebook group and active tenant retention program. I’m sure there are others but maybe not a lot.

I’ve stayed at a lot of leisure properties and motels over the years, and I’ve never been invited to join a guest Facebook group. Maybe that says more about me than the operator but let’s move on. Of course, if you are going to go down the Facebook rabbit hole you’ve got to be ready for the occasional keyboard warrior.

Here’s the thing. Don’t respond on Facebook, give that past guest a call. Play this right and I’ll bet your Facebook friend will become a strong advocate. Yes, I’m assuming we are all adults here which is never a good idea, but I live in hope.

The most spectacular examples of communication missteps tend to occur when a management rights or motel lease operator needs something from the body corporate or landlord. That’s usually a vote to extend agreements, increase body corporate salary or sever the unit for rights operators. For motel lessees its usually a lease extension request.

In my mind, these matters must start with a verbal discussion presenting a well thought through proposition. Objections need to be expected and counterpoints prepared. In any negotiation, I think it’s critical to start by acknowledging the other party’s possible concerns and off ering mitigating ideas. In this way, it’s possible to own both sides of the discussion and control the narrative. I believe written communication in these sorts of negotiations should only occur once the verbal discussions have concluded. An email to the parties acknowledging the discussion and summarising the key takeaways is important as both a matter of record and to ensure that any misunderstandings can be addressed.

For management rights operators I think proposals relating to critical votes such

as agreement top-ups and manager’s unit sever motions should be pre-empted by phone calls to all owners.

In closing, a word on internetbased reviews. If it’s a past guest who gives you a sensational review don’t just say thanks, send them a bott le of bubbles. We know that independent reviews carry enormous weight with consumers. You can’t buy that sort of advertising, but you can sure say thanks.

By the way… I almost never get asked to put up a Google review when I stay somewhere and have a great experience. Talk about an argument for great communication skills combined with a call to action. Unfortunately, many operators either forget to ask, don’t think it’s important or are afraid to seek a compliment.

As for the terrible review. Take a step back. Is it terrible but fair? Is it crazy with an axe to grind? Either way, it’s important to post a measured response and to also talk to the customer. I think the best strategy here is to include in your online response an invitation for the reviewer to call you to ensure they feel that they have been heard. This type of response resonates with people and paints the operator as a reasonable and approachable person. The aim here is to paint the operator as a nice person who couldn’t possibly have provided such a terrible experience.

Our motto is proudly analogue in a digital age. Works for us.

Mike Phipps, Mike Phipps Finance

Building works contracts – check mandatory requirement over $3300

consultant is charging more than $3300 incl. GST for their fees, then you need a formal contract.

By Lynda Kypriadakis, Diverse

Contracts administration: If you are receiving or reviewing quotes, or you are providing access for building works to occur, or if you are validating invoices for payment following completion of building works, you are delivering “contracts administration” type services. Contracts administration is also considered building work, so if the fees you charge for this exceed $3300 then you need a contract as well.

Actual building works: Any tradie that is approved to do any sort of building work (painting, tiling, electrical, plumbing, bricklaying, carpentry repairs, or handyman works) over $3300 then you will also need a contract for this.

What is a contract?

It is unlawful to enter into building works arrangements valued over $3300 without a formal contract in place in some states in AustraliaQueensland being one of them.

So, what constitutes “building work”?

Any work that includes the inspection, testing, servicing, repair, replacement, alteration, demolition, or change and addition of materials within the common property of the scheme is likely to be considered building work under state-specific licensing legislation (check local trade contractor licensing authority for clear details).

Building work activities subject to contract requirements are likely to include:

Inspection reports: If you get a building industry professional to do an inspection and/or write a report, and the consultant is charging more than $3300 incl. GST, then you need a formal contract with that consultant.

Project management: If you have a building industry professional preparing scopes of works and tendering construction projects, and the

The definition of a contract for the purposes of building work

(and simplified for this article) is that a contract is a binding written document between the building owner and its selected building works contractor or consultant. The contract is the document that outlines the rights and responsibilities of both parties and helps make sure everyone agrees to the costs, timeframes, and expectations for the building work before the work starts. Not all states and territories have legislation requiring contracts like Queensland does, so check with your state-specific regulator for more details.

Benefits of having a contract

Regardless of whether there is a mandatory legislative requirement to enter into a written contract for building work or not, having a formal written contract is strongly recommended. Having a contract in place can help to avoid potential disputes

regarding the building works or processes. It can also provide clarity about the construction processes and scope of works, timing on starting and completing the works, as well as your rights and obligations during the building works process. The contract should also provide guidance as to how the parties are to go about certain things such as after-contract variations, progress claim payments, extensions of time due to delays, and dispute resolution, should a disagreement arise during the contract.

Preliminary investigations

Prior to entering into a building works contract the following investigations are recommended:

Building contractor or consultant credentials: Are they appropriately licensed and insured for the building works? What is their experience? Can you obtain testimonials for previous work? You must ensure your trade contractor has the correct class of license to do the work under the contract before engaging them. By rights, a trade contractor should not provide a quote for work that it is unlicensed to perform, but it is best to check independently. More than one quote: It is highly recommended that you obtain at least two quotes for the same scope of works before making a decision. Remember, the cheapest quote is not always the best value for money. It’s always important to check the quotes offered are ‘apples for apples’ (have the same inclusions).

Know your limitations: If you are a volunteer committee member or caretaker for the complex you may wish to obtain independent advice from a project manager or lawyer before entering into the contract. If you don’t have building industry experience you may feel more comfortable getting a consultant to assist with reviewing the quotes, credentials, and contract before locking it all in with the body corporate.

If you are responsible for issuing instructions for building work that is valued at over $3300 including GST on common property, then you are also responsible for ensuring there is a building contract for those works.

FMX

Unleash your power of consistency

By Kelley Rigby, Managing Director, Lett s Rebuild

Obviously, the ultimate goal is to obtain their letting back in the pool but just remember while you are consistently communicating with them, educating them and building relationships you are also getting closer to a yes vote. What I mean by this is, yes of course we want that form 6 in our hands but don’t forget about what all that hard work and consistency is doing in the background. Through all the emails, phone calls and text messages you are building strong relationships with your external investors, so when it comes time to rally for something like a ‘top up’, they are far more likely to tick the yes box.

and put together 12 different email marketing ideas, put them into your software system and schedule them out every two weeks. These should be all about management rights and the benefit of you. Make some educational and other pitches as to why you are the best agent to look after their investment.

Personal contact

On a side note, these aren’t cold calls for you, they already know you are the manager and you have a common interest in the community you both own property in.

Kind and empathetic

In the business of ‘win backs’, there is no quick fix, secret remedy, or magic dust - only hard work. It can take up to 12 months to win over an external investor, that is 12 months of consistently communicating every two to three weeks.

If you are thinking it is time to start the journey of building relationships with your external investors, grab a pen and paper as I am going to give you some hot tips.

Consistency

Okay so you have read this a few times already, but consistency is key to building strong relationships which ultimately leads to business. Sit down

This could also come under consistency, but I felt it really needed its own point, as it is so powerful when building relationships. Pick up the phone! Here is a little secret, I have been making cold calls since I was 15, working in my dad’s real estate business, and to this day I still get nervous. It is normal, but I think to myself, “what is the worst that could happen? They say no thank you and hang up”. What is that phone call worth to you, think about this before picking up the phone. What does that YES vote mean to you, what does that win back look like to your business, focus on that and I promise it will build your courage.

People sometimes look at me oddly when I talk about these qualities in business, but they are something that a lot of our competitors don’t obtain. If you are kind, helpful and understanding you will always win in business. Remember, people do business with people they like, so continue to always be thoughtful and never put down your competitors instead simply explain why you and your services are better. I hope this has given you the inspiration to look at starting to build those relationships within your community, what have you got to lose?

Special announcement: Rigby baby number three is due in March 2024, bringing the total number of our Rigby tribe to six.

Type of contract: Try to utilise a balanced and fair building works contract that has been prepared by the state regulator or the Master Builders Association. In Queensland the Queensland Building & Construction Commission (QBCC) has easy access to building works contract documents for parties to building works arrangements. The QBCC contracts are very easy for consumers and tradies to read and are fully comprehensive. If the contractor provides their own contract, it is likely to favour them more than the client, so a lawyer’s review on behalf of the building owner is recommended. The easiest and most cost-effective contract to enter into in my view, is either the state regulator contract, or a Master Builders Contract.

Paying money under the contract

Often a building works

contractor will require a hefty deposit up-front, but there are rules around what is a lawful amount of money to pay as a deposit in some states.

In Queensland, deposits are limited to 10 percent of the contract value if the contract is less than $20,000 in total.

For contracts over $20,000 the deposit cannot exceed five percent. If a trade contractor is asking for more than a five or 10 percent deposit, this should be checked by a lawyer first before payment.

Progress claims should only be claimed and paid as the works are achieved. It is recommended that a competent person inspect the completed works prior to payment of any progress claim invoices to ensure the works have been completed to the correct standard, as well as to the extent required under the contract for progress.

Managing aftercontract variations

It is not unusual for things to change during the course of the building works causing a variation to the contract to emerge. It might be that during demolition or excavation associated with the works a concealed defect was discovered that needs fixing as an extra cost, or the building owner might change their mind about a colour scheme or inclusion. Whenever something arises that triggers a variation to the original contract inclusions it is always important for that variation to be processed in writing before those varied works are done on site.

When using a formal contract document there will be a simple form with clear instructions on how to process the variation under the contract. If in any doubt, obtain legal advice before giving or denying any approval.

Approving the final claim invoice under the contract

Many building owners regret paying the final claim invoice too soon, as defects start to come to light not long after the contractor leaves the site. It is not recommended that the final claim invoice is paid under the contract until these things happen:

• The works are checked for defects and omissions by a competent independent inspector.

• The Practical Completion certificate is issued by the contractor.

• All reported defects and omissions are fixed; and

• all workmanship plus supplier warranty certificates are signed and provided.

There is no magic dust! If there was, I would be handing it out like it was Christmas morning, but there isn’t. Winning over owners and external investors takes time, consistency, and patience… A great deal of patience.

Privacy in the spotlight as battles drone on

By Grantlee Kieza, Industry Reporter

The first casualty of war is said to be truth and some say the first casualty of living in strata is privacy.

More and more residents of strata complexes are complaining about invasions of privacy whether it be from closed circuit television, drones, or recording devices.

The fact that personal details of owners and tenants on the body corporate roll are freely available also remains a thorny issue.

The Queensland Government is considering the recommendations made by the Queensland Law Reform Commission tabled on June 29, 2020, in implementing criminal prohibitions on the use of surveillance devices and technologies in both civil and workplace environments.

Queenslanders were invited to provide a written submission in response to the consultation paper by May 31.

Trevor Rawnsley, the CEO of the Australian Resident Accommodation Managers Association (ARAMA) said while strata living had many benefits - often including improved living

conditions, better locations, and better facilities - personal privacy was often a sacrifice.

“People can look into your home or your yard pretty easily in strata and they can often see and hear what you’re doing without much difficulty,” Mr Rawnsley said.

“So there is no surprise when people feel intruded upon by things such as closed circuit television which is a security measure to protect people, but something which can also make people feel threatened.

“It’s not the closed-circuit television or the drones being used in high-rises that are the problem, it’s the way some people perceive the way that they are being used.”

Chris Irons, the director of Strata Solve, Queensland’s leading dispute resolution and

problem-solving firm, was the state’s Commissioner for Body Corporate and Community Management for five years. He says transparency from the body corporate is the key to preventing many privacy conflicts.

“From my experience the use of drones in strata buildings is an increasingly practical and convenient way for bodies corporate to do building inspections, particularly in high rises,” Mr Irons said.

“It’s much cheaper and far safer than sending people up on ropes. They send a drone up to look for cracks in the building walls, but where it goes wrong is when the communication isn’t good.

“Everyone might be quite on board with the idea of drones being cheaper and more practical, but if you don’t communicate with your residents properly then one day they are sitting on their balcony (or worse in the bathroom) and they see a drone outside. The natural tendency is to get suspicious and think ‘what else are they doing?’”

Mr Irons said there were also many privacy disputes around body corporate records, in particular the body corporate roll - the list of all owners.

“Every owner or tenant in the building has to be on the roll and there is no capacity to be anonymous or to redact information on there,” Mr Irons said.

“The legislation is very clear, if you qualify as an interested party you are entitled to access that roll, and there are no privacy concerns applicable. The details are accessible to all owners, tenants, and to agents.

“There are a lot of complaints about this issue. There are a lot of people who start from the position that ‘I don’t want anyone contacting me’. Then they get a very rude shock when they find out they can.

“There are also a lot of complaints when people want to record a body corporate meeting and others object, it’s a really big issue now, especially with meetings held on Zoom.

“If you record a meeting and someone says something controversial or something they might later regret - too bad it’s there and then you have defamation issues and sometimes people can take a recorded comment out of context.

“Sometimes the recording is for a legitimate reason – the unit owner might have hearing

Chris Irons

problems or English might not be their first language.

“Being transparent about that can solve a lot of the problems but then you have people who are found to be recording secretly.”

Mr Irons said there were many people on body corporate rolls who had a legitimate claim to want to remain anonymousdomestic violence victims being one instance, but he said he was not in favour of too many changes to the privacy laws.

“A strata building is a community at the end of the day. You need to know who the people are in the building and be able to speak to them, especially if something serious happens.”

The Queensland Government’s Department of Justice and Attorney-General says surveillance devices are constantly evolving and, over time, have become more sophisticated, accessible and affordable.

In a statement the department said: “Their capacity to impact on individuals’ privacy grows as the devices develop and become more widely available. Surveillance devices and technology that are discussed in the consultation paper include CCTV, tracking and digital recording devices, as well as recreational and commercial

A welcome that embraces inclusivity

By Kerry Williams, Founder, Accessible Accommodation

drones with advanced optical and audio recording capabilities.

“Feedback is sought from the community on the best way to achieve the right balance in the use of surveillance technologies to benefit community safety, while limiting their potential use in harmful situations, such as theft, stalking, harassment, and a range of commercial espionage activities.”

Laura Bos, the General Manager of the Strata Community Association (Qld) said: “It is critical that any reforms give thought to shared spaces within bodies corporate. It is important to remember that a scheme is private property and people rightly expect privacy within private property.

“It is incredible how sophisticated technology has become and given the pace of change it is inevitable sometimes that the law will fall behind. We hope the government use this opportunity to protect appropriately the privacy of the millions of Queenslanders who reside in strata.

“It will be interesting to see the proposals which emerge from this review, and we will watch with interest how strata may be affected.”

A welcome is more than just a greeting; it is the initial opportunity to make a lasting impression on guests at your resort.

For those with disabilities, a warm and inclusive reception can make an enormous difference upon arrival. Your front-of-house team’s demeanour sets the tone for the entire experience. When interacting with someone with a disability, it is crucial to keep one simple principle at the forefront of our minds - treat them like anyone else. People with disabilities desire to be seen first as individuals, not solely defined by their disability. Therefore, it is imperative to use language that promotes inclusion and respectful behaviour.

One significant step in fostering inclusivity is to replace the term “disabled” with more empowering alternatives such as “accessible” or “mobility.” For instance, we can refer to an “accessible room” or an “accessible bathroom” instead of a “disabled room” or a “disabled bathroom.” This small change in language can make a substantial difference in promoting a person-first mindset.

Addressing individuals with disabilities in the right manner is equally crucial. Always put the person first and the disability second. For instance, say “a person with a disability” rather than “a disabled person.” Emphasising the person over their disability prioritises their individuality and inherent value as your guest.

Additionally, when engaging with a person with a disability, it is essential to direct questions and communication towards them directly, rather than addressing their carer or spouse. Far too often, individuals with disabilities are overlooked

or ignored in favour of those assisting them, assuming the person with a disability can’t speak for themselves. If they can’t, they’ll appreciate you asked them first, and their carer will respond, allowing you to converse with both.

Using everyday terminology without self-consciousness is also key. Instead of saying “pushing distance,” use “walking distance.” Adopt common phrases like “take a seat,” and “go for a walk” without hesitation. These phrases help maintain a sense of normalcy and equality, reinforcing the principle that individuals with disabilities are no different from anyone else.

Offering assistance is appreciated but always remember to ask first. While your intention may be to help, there may be specific ways or techniques that are preferred by the individual with a disability, such as opening the door for them. Never push a person’s wheelchair without their explicit permission. A wheelchair is an extension of the person’s legs. At reception, making sure that wheelchair users and people of short stature can access counters comfortably is essential. If direct access isn’t feasible, staff should take the initiative to come around to the front of the counter to communicate with the customer effectively. Providing a stable surface for writing, if needed, shows thoughtfulness and consideration.

A welcoming and inclusive environment for people with disabilities enhances your overall reputation as a compassionate and accommodating resort.

Go further by providing training to your front-of-house team to sensitise them to the needs of people with disabilities, making them feel more confident in catering for diverse guests. Accessible Accommodation has a two-hour online training course, as does ATEC.

© Adobe Stock, stock.adobe.com

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Guest management

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I h a v e b e e n u s i n g R e s l y P M S n o w f o r 2 y e a r s a n d I h a v e f o u n d i t a m a z i n g .

I t i s v e r y u s e r f r i e n d l y w i t h s o m a n y t i m e s a v i n g f e a t u r e s . U s i n g R e s l y h a s f e l t l i k e w e h a v e a n e x t r a p e r s o n w o r k i n g i n o u r o f f i c e . T h i s h a s b e e n s u c h a n a m a z i n g b e n e f i t i n t e r m s o f t i m e m a n a g e m e n t .

T h e R e s l y t e a m a r e e x t r e m e l y s u p p o r t i v e a n d a r e o n h a n d t o h e l p i n a n y s i t u a t i o n i f n e e d e d .

I t i s a l s o c l o u d b a s e d s o I a m a b l e t o l o g i n a n y w h e r e t o k e e p u p t o d a t e w i t h t h e d a y t o d a y o p e r a t i o n s

I h a v e n o h e s i t a t i o n i n r e c o m m e n d i n g R e s l y

V i c k i - B r e a k e r s N o r t h

Adapting to changing consumer behaviours

comparisons. Instead of simply relying on year-on-year comparisons, use relevant periods such as 2019 figures for a clearer forecast. This approach enables you to gain a clearer understanding of your business performance and market trends, helping you to adapt and stay resilient in a dynamic landscape.

By Nikita Johnston, Marketing Manager, HiRUM Soft ware Solutions

Let’s look at the factors that are impacting the change in consumer behaviour and provide strategies for a resilient future.

Economic factors and market trends

The rise of interest rates and inflation has undoubtedly impacted occupancy rates. With these economic factors aff ecting everyone’s back pocket and spending capacity, travellers are being more cautious when choosing accommodation.

What is apparent is the fact that travel is still a high priority within most household budgets. Therefore, it’s important to consider whether there are options to off er competitive packages that cater to budgetconscious travellers or other ways you can add additional value to their stay without reducing the price. Recognising the influence these economic trends have on consumer behaviour, enables services to be tailored to meet their needs.

A shift in consumer preferences

To thrive amidst economic challenges, thinking outside the box could be the key

to ensuring your business continues to thrive. Consider expanding your off ering to appeal to new markets, injecting fresh life into your business. Embrace rising trends such as health and wellness retreats or target conferences and large gatherings to tap into growing demands. Additionally, leveraging local events and tourism activations helps you to become the trusted source in the market for a great excuse for a vacation!

Adapting to evolving consumer behaviours is equally crucial. Get to the heart of what guests desire during their stay, whether it’s competitive rates, flexible cancellation policies, specific amenities or even late checkouts. Keep a close eye on local travel trends to identify opportunities. If shorter stays are prevalent, consider off ering

enticing discounts to encourage guests to extend their visits.

Embracing technology and innovation

Embrace the power of technology to enhance guest satisfaction and improve your operations. Leverage mobile apps, user-friendly booking forms, and automated guest communication to elevate the guest experience while saving precious time on manual tasks. Personalisation should go beyond simply placing a guest’s name on the television; it’s about exceeding their expectations and anticipating their preferences—whether it’s providing extra pillows, additional towels, or adjusting room temperatures upon arrival. Additionally, when analysing your data, make meaningful

Leverage marketing and branding

In the fiercely competitive accommodation industry, mastering marketing and branding is paramount. It all starts with the art of storytelling. Craft narratives that showcase your property’s unique features and the extraordinary experiences it off ers.

To win loyalty, build an emotional connection with your audience. Build on your team’s genuine hospitality, creating a more personable and relatable experience for guests. Engage authentically with your audience on social media, respond to comments, share user-generated content, and celebrate special occasions together. Creating a sense of community and belonging encourages guests to develop an emotional att achment to your property, leading to repeat visits and positive word-ofmouth recommendations.

It’s clear in today’s challenging economy, that every dollar spent will be watched closely by the consumer spending it. Value for money will be top of their wish list so make sure you stand out from the crowd, focus on the guest, and build a relationship with them to keep them happy.

Happy guests share their experiences; make this your goal to grow repeat and referral business.

To thrive amidst economic challenges, thinking outside the box could be the key

Banish the 1970’s popcorn ceiling

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

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

Likelihood of repeat clientele? Diminished.

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

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

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

The solution

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

finish that makes the ceilings feel higher, cleaner and modern without any of the traditional disadvantages is attained. Any existing fire and sound ratings are unaffected and, once completed, future maintenance including painting or patching can be treated just like a brand-new ceiling. With experienced technicians based across the country, premises can quickly be transformed into a modern, clean and inviting space. We have specialist crews that are experts in getting in and out with minimal disruption for our clients. In just a few days a complete transformation takes place. Customer satisfaction is the company’s focus as can be seen 100% of customers who have given online reviews give Ceiling Resurfacing Australia 5-star ratings! As all technicians are qualified tradespeople, we provide complete solutions including any traditional plastering and painting needs.

Why wait any longer to turn 1973 into 2023?.

It’s all about the inclusions: Luxury vs standard cruises

By Stephen West, Interline Travel

When it comes to choosing between a luxury cruise and a standard cruise, the value lies in the inclusions. The decision ultimately depends on individual preferences, budget considerations, and what is offered.

Most advertised fares for cruises include a minimum of three meals daily, served in various dining areas such as a dining room, buffet, or deck dining. Some cruises may even include extras like morning tea, afternoon tea, pre-dinner canapes, midnight buffets, or chocolate buffets.

Many cruisers also take advantage of visiting specialty dining venues on board, which can be a steakhouse, an Italian trattoria, or a themed venue created by renowned chefs like Luke Mangan (P&O), Jamie Oliver (Royal Caribbean), or Curtis Stone (Princess). These optional dining venues usually have a service charge but are considerably cheaper than dining at a named restaurant back home. They provide a bit of variety on a longer cruise or for special occasions.

Alcoholic drink packages are often offered by cruise lines, which are charged per person per day. While the initial cost might seem high (ranging from $80 to $130) when you consider the cost of individual drinks throughout the day, including cappuccinos for breakfast, Bloody Marys for mid-morning, wine with lunch, a couple of beers by the pool, predinner drinks, wine with dinner, and a nightcap, the bundled package often ends up being more cost-effective. Plus, it’s nice to enjoy the cocktails without worrying about the individual prices while you’re on vacation. Additionally, wifi access and shore excursions can add to the base fare if you choose to include them in your cruise package. However, many cruise lines offer the option to bundle some or all of these extras. For example, Celebrity has a Perks Package that includes

wifi, drinks, and gratuities, while Oceania Cruises allows you to choose three out of four offerings, including shore tour credits, to tailor your cruise experience to your specific requirements.

For those seeking the ultimate all-inclusive experience, there are top-of-the-market luxury cruises available. However, it’s worth noting that if you’re eligible for Interline Deals, such as all management rights staff, you can enjoy an all-inclusive experience without breaking the bank. For instance, Silversea offers a 14-night Trans-Tasman cruise in November-January that includes drinks, all gratuities, wifi, shore excursions, specialty dining, and even a suite with butler service for approximately $250.00 per person per day.

Let’s explore the merits of both luxury and standard cruises

Merits of a luxury cruise:

• Exceptional service: Luxury cruises are renowned for their impeccable service. The staff-to-passenger ratio is often higher, ensuring

personalised attention and a higher level of customer care.

• Luxurious accommodations: Luxury cruise lines offer spacious and elegantly designed cabins or suites with upscale amenities. Expect plush bedding, premium toiletries, and sometimes even butler service.

• Fine dining: Luxury cruises typically boast gourmet dining experiences. The onboard restaurants may feature renowned chefs, and the cuisine options are often diverse and of the highest quality.

• Exclusive facilities: Luxury cruise ships often have exclusive amenities like private lounges, upscale spas, and fitness centres. These facilities are designed to provide a more intimate and indulgent experience.

• Unique itineraries: Luxury cruise lines frequently visit exotic destinations and less-crowded ports,

providing an opportunity to explore off-the-beaten-path locations and experience a more exclusive voyage.

Merits of a standard cruise:

• Affordable pricing: Standard cruises generally offer more budget-friendly options, making them accessible to a wider range of travellers. This can be especially advantageous for families or those on a tighter budget.

• Family-friendly environment: Standard cruise lines often cater to families and offer a variety of activities and facilities suitable for children, such as kids’ clubs, water parks, and entertainment options.

• Wide range of destinations: Standard cruises typically cover a broader range of destinations and offer more frequent departures. This allows travellers to choose from a variety of itineraries and find the one that suits their preferences.

• Onboard entertainment: Standard cruises excel in providing a lively and vibrant onboard atmosphere. They often feature numerous entertainment options such as live shows, casinos, pools, and themed parties.

• Casual atmosphere: Standard cruises generally adopt a more relaxed and casual approach, allowing passengers to enjoy a laidback vacation experience without the need for formal attire or strict dress codes.

In summary, a luxury cruise offers top-tier service, upscale amenities, and exclusive experiences, ideal for those seeking a more indulgent and intimate journey. On the other hand, a standard cruise provides affordable options, a wider range of destinations, and a lively atmosphere, making it a great choice for families or budget-conscious travellers. Ultimately, it’s essential to consider your preferences, budget, and desired experience when deciding between the two.

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The edge of adventure

Discover a world of a ordable luxury with Interline Travel!

Are you a part of Management Rights or the Hotel, Hospitality, or Travel Industry, seeking a much-deserved escape without breaking the bank?

Look no further than Interline Travel - your gateway to extraordinary vacations at significantly lower costs compared to retail travel agencies. Our agency was established with the sole purpose of providing exclusive travel benefits to industry professionals, including Management Rights Owners and their staff, so they can experience the magic of cruising in Australia and around the globe.

As an IATA-accredited travel agency, Interline Travel holds a strong focus on cruising, making it a go-to choice for those seeking unforgettable journeys on the high seas. We’ve partnered with major cruise lines, such as Royal Caribbean, Princess, Silversea, P&O, and Celebrity, renowned for their exceptional service and thrilling itineraries. With us, you can embark on discounted cruise vacations, specially crafted to acknowledge the invaluable contributions of industry staff. Picture yourself sailing through the crystalclear waters of the Great Barrier Reef or exploring the enchanting wonders of the Mediterranean. Thanks to our partnerships with these prestigious cruise lines, you can now fulfill your dream vacation at a fraction of the regular price. From Australia to Europe, Asia to the Caribbean, and beyond, Interline Travel opens up a world of possibilities for your next adventure.

If you’re eager to embark on a unique and immersive journey, we also offer specialty cruises with reputable companies like Heritage Expeditions and Heritage Line. Traverse the breathtaking Kimberleys, witness the awe-inspiring New Zealand Fiordlands, and cruise through the culturally rich regions of Asia and Japan. Unveil the hidden gems along the Mekong River and Ha Long Bay in Asia. At Interline Travel, we’re committed to catering to your diverse travel interests with unforgettable experiences.

With discounts ranging from 50-80% off the current advertised public rates, Interline Travel ensures that your vacation doesn’t just remain a dream but becomes an affordable

reality. Moreover, depending on the cruise line, you can extend these incredible discounts to your family or companions, so they can join you in a second cabin, creating cherished memories together.

Operating from the Gold Coast, Interline Travel has earned its place among the Top 200 Travel Agencies in Australia, particularly within the Cruise Line Industry. Our dedication to offering the best deals and exclusive benefits to our members has set us apart as a trusted name in the travel industry.

To access our amazing offers, we offer free membership to our website, granting you exclusive access to our carefully curated travel deals. Our website is designed with your convenience in mind, ensuring you find the perfect vacation that matches your desires. As we understand the sensitivity of these exclusive prices, we provide a monthly newsletter and have a Private Facebook Group that keeps you updated on the latest specials as soon as they become available.

At Interline Travel, we care deeply about your safety and well-being during your travels. That’s why we’ve partnered with NIB Travel to provide our members with travel insurance at a 30% discount on all policies. With this added layer of security, you can explore the world with peace of mind, knowing that you’re protected throughout your journey.

Management Rights can undoubtedly be a challenging and stressful job. When the responsibilities start to weigh heavily, there’s no better way to rejuvenate and recharge than by escaping to a cruise vacation. Whether it’s a quick getaway for a few days or an extended voyage spanning weeks, Interline Travel is your ultimate partner in crafting unforgettable experiences at unbeatable prices.

Take advantage of this extraordinary opportunity to embark on a journey of affordable luxury with Interline Travel. As the premier choice for industry professionals seeking discounted cruises, we invite you to join our community of travel enthusiasts and experience the world like never before. Unravel the wonders of the seas, explore exotic destinations, and create lasting memories, all while enjoying exclusive benefits and remarkable savings.

Don’t miss out on these exceptional travel opportunities! Sign up for your free membership today and let Interline Travel elevate your vacation experiences to new heights. Indulge in the world of cruising without financial worries, and embrace the joy of exploring the world with ease and affordability. Welcome aboard!

For more information please visit www.interlinetravel.com.au.

Windstar Cruises

NSW motel wins major award

At the 2023 NSW Accommodation Awards for Excellence, Best Western Plus All Settlers Motor Inn was recognised as the Motel of the Year.

The motel, located in Tamworth, features spacious guest rooms, an outdoor swimming pool and flexible function spaces available for events and meetings.

However, for owner Greg Johnstone, it’s his team that ensures the motel stands out from the crowd.

“It feels incredibly humbling to win Motel of the Year, like everyone in our industry, we work as hard as we can to be the best team we can be, and to offer excellence in accommodation,” he said.

“I think the special thing about the BW Plus All Settlers Motor Inn

is our team. I am fortunate to lead a dedicated team who are flexible and committed to delivering the best possible guest experience. All staff help other staff as required and we see hospitality as a whole team effort.”

Like other regional hubs throughout Australia, Tamworth has benefited from the regional travel boom.

Mr Johnstone said there are many reasons why Tamworth is a ‘must visit’ regional destination.

“Tamworth is a major regional city with a strong connection to agriculture but also a thriving business community,” he said.

“It has first-class sporting facilities with the Australian Livestock and Equine Centre, Tamworth

Mountain Bike Park, rugby, soccer, and hockey fields as well as the Tamworth Gymnastics Club with Olympic standard equipment.

“Tamworth is a wonderful place to live and visit, with a wide range of activities to enjoy.”

Reflecting on the award win, Mr Johnstone said he was honoured to be acknowledged after a tough few years for the industry as a whole.

“I want to offer my best to everyone in this industry,” he said.

“We all endured so much during COVID, it was devastating for staff and management and now post-COVID we are battling staffing shortages, interest rates and supply chain issues.

“However, hospitality is a team sport, and I would really like to thank my team once again for their commitment to helping us win this wonderful award.”

Bonza reveals Gold Coast Airport is its third base

Bonza has confirmed that two of its aircraft will operate from the iconic holiday spot to 11 existing Bonza destinations: Albury, Bundaberg, Cairns, Gladstone, Mackay, Melbourne Avalon, Melbourne Tullamarine, Mildura, Rockhampton, Townsville, and the Whitsunday Coast.

The first flights from the Gold Coast will take off progressively from November 2023. This next phase of Bonza’s growth will see 70 new flights per week and almost 700,000

additional passenger seats a year into and out of Gold Coast Airport. It is a show of support not only for Queensland, but the 11 existing Bonza destinations that are seeing record growth such as Avalon and Albury.

Queensland Airports Limited CEO Amelia Evans said the new partnership between Gold Coast Airport and Bonza will provide a big boost to the local economy.

Ms Evans said: “Not only will Bonza bring more tourists to the Gold Coast and Northern New South Wales region, giving our destination an opportunity to showcase our region, it will also open up connections across regional Australia.”

Flights will be on sale very soon, through the airline’s app, which is the only place to book direct. Starting fares will range from $49 to $79 per person one way.

Best Western Plus All Settlers Motor Inn

Accommodation Industry Golf Series: The Glades

Last month’s competition to determine the A, B and C grade champions plus the overall Club Champion for 2023 was fierce.

The Glades was the ideal venue with the course in good condition and the weather perfect.

The overall club champion and winner of the Larry Maloney Memorial Trophy was Todd Warner with a Stableford score of 42 points.

The grade champions were:

A Grade winner: John Christopher - 38 points.

B Grade winner: Todd Warner - 42 points.

C Grade winner: Mark Dowley - 41 points.

Congratulations to all the Champions!

The 4-ball, best ball competition winners were: John Christopher and Troy Edwards: 42 Points.

Prizes were awarded for nearest the pins and the longest drive; the giant raffle was also well supported offering even more prizes. At the presentation, a Glade hamburger finished off a memorable day. A big thank you to the generous sponsors who make all these extras possible.

4th beneficiary announced for PRET Australia Awards 2023

Since its inception in 2021, the PRET Australia Awards night, has been dedicated to raising funds for deserving charitable organisations and leading the industry in giving back to society and supporting public welfare.

As an Honorary Ambassador of the Lord Mayor’s Charitable Trust, Paul Shih has come into contact with many worthy charitable organisations in need of a helping hand. Thanks to the unwavering support of Diamond Donors, the Mater Foundation and the Royal Brisbane Women’s Hospital Foundation have become regular beneficiaries of the donations. This year, with an increase in Diamond Donors, PRET Australia has decided to add a new beneficiary to the 2023 PRET Australia Awards Night - FareShare.

Rising costs of living, extreme weather events, pandemics, and a housing crisis has aff ected millions of people, resulting in an unprecedented demand for basic food. In the past year alone, one in every fi ve adults in Australia experienced food insecurity, and one-third of those facing food shortages were newly aff ected. Shockingly, 1.2 million children in our developed country have suff ered from hunger in the past year.

Food, water, and shelter are the three basic needs of life. However, those who are unable to secure their own food sources not only include the vulnerable groups we are familiar with, such as the homeless and the unemployed but also individuals from various circumstances. Many people lack the cooking skills, physical ability, and kitchen facilities to prepare basic meals for themselves and their families.

In 2020, PRET Australia

CEO Paul Shih got to know FareShare through the Lord Mayor’s Charitable Trust and delivered donated supplies to them. He learned that in the year 2000, a chef in Melbourne on his way home, noticed a homeless person without food and was struck by the thought of wasting ingredients in his kitchen. This sparked an idea. He returned to the kitchen on Saturday and used some surplus ingredients to make 300 meat pies to distribute to those in need on the streets. His actions inspired other chef friends to join him in making meat pies. Simultaneously, another group of people started collecting surplus meals from restaurants to provide to charities. In 2001, these two groups merged and started what would become Australia’s largest charitable central kitchen, beginning with the purchase of a freezer van.

Today, FareShare has large central kitchens in Melbourne and Brisbane. FareShare Brisbane collaborates with FoodBank, which provides

rescued ingredients, while FareShare’s chefs and volunteers turn them into meals and distribute them for free to those in need.

The rescued food used by FareShare includes unsold vegetables from supermarkets, produce that farmers can’t sell due to not meeting purchasing standards, and damaged packaging during transport. Despite their appearance, these items are of good quality. Each week, they rescue approximately 10 tons of food, preventing it from ending up in landfills. They transform this rescued food into 20,000 to 25,000 nutrient-rich meals, which are distributed to hundreds of charitable organisations operating food banks, delivery vehicles, crisis care services, and other support programs from northern New South Wales to northern Queensland. These meals, with their rich protein and vegetable content, are not only delicious but also nutritionally balanced.

Since it was established in 2018, FareShare’s Brisbane kitchen has provided 5.5 million meals to struggling Queenslanders. And in just the first half of 2023, they have already produced over 500,000 meals. On Paul Shih’s 40th birthday, instead of hosting a lavish celebration, he invited twenty of his family and friends to spend three hours as kitchen volunteers at FareShare. Together, they peeled 260 kilograms of potatoes, portioned 880 kilograms of carrots, and prepared 2403 meals!

When Paul Shih called FareShare to invite them as the fourth beneficiary of the 2023 PRET Australia Awards Night, the contact person was speechless and deeply moved. They said that such good news does not happen every day.

FareShare has upgraded its meals to individually packaged portions for easy distribution and microwave heating, with each meal costing approximately $2.50. Paul has decided to donate all the proceeds from the evening’s raffle ticket sales to FareShare. Every raffle ticket purchased will help feed a family.

With recent interest rate hikes, life has become more challenging for many. However, compared to those who are homeless and lack access to food, we are still incredibly fortunate. The 2023 PRET Australia Awards Night will be held at Royal International Convention Centre on Saturday, November 25, from 5pm to 10pm, aiming to lead more people in giving back to society, helping the vulnerable, and supporting medical research to alleviate suff ering. Currently, corporate sponsorship tables are available, and individual ticket sales will open in September. Please show your enthusiastic support for this event.

Onsite

achieving at least 4 of the 5 conditions for nomination

PRET Australia Awards Night is Proudly Supporting the Lord Mayor’s Charitable Trust, Mater Foundation, RBWH Foundation and FareShare Sponsorship Contact: paul@pret.edu.au

Experienced agents with total sales over $10 million within 12 months

New agents with total sales over 3 million within the 1st 12 months

Managers

Property Managers achieving at least 4 of the 5 conditions for nomination

Scan to nominate

ARAMA TOP Awards 2023

Last month, Australia’s management and letting rights industry celebrated its night of nights, holding the annual ARAMA TOP Awards at Brisbane’s Royal International Convention Centre, handing out several prestigious accolades to outstanding achievers in the field. It was a magnificent evening and the perfect chance to catch up with colleagues and friends, celebrate great success and honour the best of the best in our business.

The Best of Tourism Awards annual gala is back!

Join us for an evening of caipirinhas, colours and cu ing up the D-floor.

Resly and Women In have once again joined forces to present the industry’s most anticipated event of the year. As well as a night to let your hair down and celebrate our evolving industry, the Spring Carnival Annual Gala will also raise funds for two well-deserving charities. So, save the date - Saturday, October 14, and get ready to shine at The Star, Gold Coast, because this is a night you don’t want to miss.

Early bird tickets are on sale now so get in quick because it’s going to be a sell-out event! We can’t wait to see you there. https://www.thebestofawards.com.au/

Prostate Cancer Golf Day Tewantin, Noosa Golf Club

Derek Connolly, Manager of The Rise Noosa Luxury Apartments & Penthouses, helped organise a charity golf event on Tuesday, June 20, 2023, at Tewantin, Noosa Golf Club to raise funds for the Noosa Prostrate Cancer Association.

Gary Wood, President of Noosa Tewantin Golf Club and the Tuesday Club Committee, conveyed sincere thanks to all the Tuesday Club Members

who participated in the event and for the generosity of supporters, which resulted in raising $7355.60 on the day.

He said: “A special mention to Derek Connolly who took the concept to the committee and gained support. Derek’s drive, input and enthusiasm helped to make this a great day.”

Resort News donated an accommodation voucher for a three-night stay in a two-bedroom apartment at Pandanus Palms Resort as a raffle prize. The funds go to the Prostate Cancer Foundation of Australia (PCFA) to fund awareness, support & research.

Destination Gold Coast rolls out the red carpet for new business events ambassador

Destination Gold Coast has welcomed Screen Producers Australia (SPA) CEO Matthew Deaner as the newest addition to BE Connected Gold Coast, to help showcase the city as a hub for innovation and attract more events.

Mr Deaner is the 15th ambassador to join BE Connected Gold Coast, he has been at the helm of SPA, the peak body for content producers for over a decade.

NoVacancy Hotel + Accommodation Industry Expo 2023

The team from Resort News and AccomNews will be attending NoVacancy from Aug 31 to Sep 1, 2023, at ICC Sydney.

It’s the biggest and most important annual event for professionals in the hotel and accommodation industry so don’t miss the chance to evolve your accommodation business and property with new products, trends, and knowledge. It’s two value-packed days of the hottest networking and thousands of solutions! Will we see you there? Secure your FREE ticket now.

The details:

What: NoVacancy Hotel + Accommodation Industry Expo

When: Thursday, August 31 and Friday, September 1, 2023

Where: ICC Sydney Exhibition Centre, Darling Harbour

Details: www.NoVacancy.com.au

FREE ticket link: https://bit.ly/3qS2w1h

AccomCon. is coming

On Friday, October 13 AccomCon. is coming to the Gold Coast.

Presenting a full agenda featuring captivating discussions on content management rights and thought-provoking panel sessions, where industry leaders and experts will share their insights and experiences. A separate stage will be dedicated to short-term rentals, addressing key topics and trends shaping this rapidly growing sector. AccomCon. is the industry event you do not want to miss so jump online to secure your tickets now.

https://www.accomcon.com.au/

What about Women In?

You are invited to the Gold Coast Luncheon in Broadbeach, on Wednesday, September 13, to attend the exciting soft launch of OTTRO management rights solutions.

The Brisbane Luncheon will be held on Friday, September 22, hosted by Kelley Rigby.

2023 ARAMA INDUSTRY EVENTS CALENDAR

For

Permit secured for $340 million development

Leading Melbourne property developer, Capital Alliance, has announced the approval of the planning permit for its groundbreaking $340 million dual hotel project in partnership with Australia’s International Hotel Group, TFE Hotels.

Double milestone for Queen’s Wharf Brisbane

The permit for the mixed-use lifestyle development at 28 to 38 Pearl River Road, in Melbourne’s dynamic Docklands precinct, allows Capital Alliance to proceed with plans for a state-of-the-art 1000pax capacity conference centre, one of the largest in Australia - and dual hotels featuring Australia’s largest rooftop infinity pool.

The $340 million project, featuring the 200-room bespoke Collection by TFE Hotels brand and the premium 105-room, A by Adina, stands as a testament to Capital Alliance’s determination to provide exceptional end-to-end experiences and an architectural legacy for Melbourne’s city skyline.

Plans for Coolangatta apartment tower approved

The Gold Coast Developer and founder of Immerse Projects, John Kearney is about to expand interest in the southern Gold Coast after winning approval for a “simple, slender” 17-storey apartment tower at 39 McLean Street. Construction is slated to begin next year with amenities to include a resort-style rooftop with communal lounge room, pool, gymnasium and sauna.

Immerse Projects reduced the height of the project from 19 levels after negotiations with the council.

The third and final section of the iconic Sky Deck at Queen’s Wharf Brisbane has been masterfully engineered into place 100 metres above the Brisbane River, transforming the skyline of the Olympic city. The connection of the striking 250-metre-long crescent-shaped Sky Deck, has spectacular views from the CBD to Moreton Bay and Mt Coot-tha, and tops out The Star Brisbane’s luxury 5-star hotel, The Star Grand.

The centrepiece of the $3.6 billion riverside tourism development will be the open-air rooftop Sky Deck, a first for Brisbane. It will be open 365 days a year for up to 1500 people with a signature restaurant, all day casual dining, a hero bar and sky-high events space.

A glass floor viewing platform at the midway mark will further enhance the vista and photo opportunities for the millions of locals and international tourists who will visit the landmark location every year.

The $3.6 billion Queen’s Wharf Brisbane development is being delivered by Destination Brisbane Consortium, a joint venture led by The Star Entertainment Group, alongside its Hong Kong-based partners, Chow Tai Fook Enterprises and Far East Consortium. It will transform the CBD with four new luxury hotels, including The Star Grand, more than 50 new restaurants and bars, around 1500 residential apartments, and more than 12 football fields of public space including stunning artworks and the restoration of nine heritage buildings.

It is the first development in Brisbane to be awarded the coveted 6-star Green Star Communities rating in recognition of

its social, environmental, and economic sustainability designs that will benefi t locals and future visitors to this worldclass integrated resort development.

Destination Brisbane Consortium Project Director, Simon Crooks said: “The consortium team is proud to be delivering a one-of-a-kind, world-class precinct. It’s wonderful to see the design come to fruition after three complex, heavy engineering lift s and installations.”

1.4 million additional tourists are expected to visit Brisbane each year when the development commences a staged opening from April 2024.

Queen’s Wharf Brisbane

Queen’s Wharf Brisbane

Artist’s impression of the longest escalator ride in Australia. The dual A by Adina and Collection by TFE hotels

Approved 12 Apostles Hot Springs & Resort comes to market

A new spa and resort on The Great Ocean Road, opposite the tourist icon 12 Apostles is now shovel ready. Permits are in place to deliver a natural bathing experience plus multiple food and beverage outlets and a luxury wellness resort.

The project has been significantly de-risked with planning approval, a thermal bore license, EPA approval and a conditional State Government grant for over $7 million.

Not only has the Government recognised the importance of this project through its award of the grant, but it has also already commenced construction on a new, architecturally designed visitor viewing area at a cost of $9.2 million.

In addition, the Shipwreck Coast Masterplan includes a total of $108 million of State and Federal government expenditure to enhance the 12 Apostles experience for the millions of visitors that come to this iconic location which will include a brand-new state-ofthe-art visitor centre for the 12 Apostles. The project itself is made up of:

• State-of-the-art bathing facilities.

• Up to 150 luxury eco-pods for accommodation.

• A twelve-room spa catering to public and resort guests.

• Conference facilities for corporate and private events.

• Multiple food and beverage operations.

• An amphitheatre and visitor centre.

• Ample on-grade car parking.

The project has been designed to be environmentally sustainable and to respect the pristine nature of the site and its surrounds.

The natural hot spring allows for no significant heating of pool water and the water used for bathing is then re-injected back into the aquifer making the resource renewable and sustainable. Water from the

bore can also have minerals removed and used for irrigation throughout the site.

A significant kitchen garden and nursery also forms part of the project.

12 Apostles Hot Springs & Resort will be offered for sale by International Expressions of Interest closing Friday September 8, 2023, at 2 pm (AEST).

The campaign will be conducted by Stonebridge Property Group’s Julian White and Chao Zhang and HTL Property’s Andrew Jolliffe and Andrew Jackson.

12 Apostles Hot Springs & Resort, Eco Pod interior

12 Apostles Hot Springs & Resort

Jen Todd form

Tourism Brokers who brokered the deal stated that the new owners have some fabulous ideas planned for the 26 room motel set on a massive block of land and she is looking forward to seeing the advancements unfold.

In a sparkling aff air that was nothing short of celebratory, the leasehold ownership of the Eden Motel changed hands amid an atmosphere of joy and anticipation. The occasion was marked by

the flowing of champagne, signifying the beginning of a new chapter for incoming owners Josh, Sarah and Charlie. Former lessee’s Scott and Holly were excited to hand over the keys to the young family with the knowledge that the motel will be in excellent hands, although they will be sadly missed by staff and guests alike. Scott and Holly are looking forward to a well earned break, fi tt ing in some travel and enjoying time with family.

Coming all the way from South Australia Josh and Sarah are looking forward to their new venture at Eden Motel.

Sales Report

The trusted source for buying Management Rights, Motels and Caravan Parks from all the leading brokers.

MANAGEMENT RIGHTS

Brisbane

Sunnybank Gardens Constance Jia Runcorn RB

Sunshine Coast / Wide Bay / Fraser Coast

Raintrees Michael Ryan Moffat Beach TMR

Far North Queensland

The Mediterranean Port Douglas Nina Biasibe i Port Douglas RB

The Glades Kamal & Katie Singh Redlynch RB

MOTELS & OTHER

ACCOUNTANTS & AUDITORS

McAdam Siemon Business Advisors

FURNITURE - OUTDOOR Daydream Leisure Furniture INSURANCE Proinsure

All Preferred Suppliers have been recommended by other accommodation properties for their service and have qualified for inclusion in the programme. The next time you need to use a new supplier, why not make life easier and use a Preferred Supplier.

To find a Preferred Supplier see the directory in the back of this issue

Queensland

City Motor Inn Aus Dio Food Pty Ltd Toowoomba TB

Raintree Motel Biloela Dale & Cheryl Coleman Biloela RB

Harbour Sails Motor Inn Amandeep Singh Gaidhu Yahsheed Ali Gladstone Central RB

Highpoint International Nasir Ahmad Navnet Singh A iq

UR Rehman Zubair Saeed Gladstone Central RB

Atherton Hinterland Motel 3 Eiilios Pty Ltd Atherton RB

New South Wales

Murwillumbah Motor Inn Silvio Bevaqa Murwillumbah RB

Holiday Lodge Motor Inn The Rooms Accommodation Pty Ltd Narooma TB

Eden Motel Whateva Treva Pty Ltd Eden TB

Black Sheep Motel Katli Trading Pty Ltd Goulburn TB

Quality Inn Carriage House Hermant & Sharma Wagga Wagga TB

Victoria

Kansas City Motel Satguru Sangg Pty Ltd Bairnsdale TB

Tasmania

Scamander Sanctuary Holiday Park Ma Harne y Scamander RB

Note: Agent/Broker involved in the sale is listed last.

MR Sales

Bundall QLD

ID: 9040

Exclusive: High Net Permanent

Price: $3,006,000 Nett: $397,547

Contact Phil Trimble 0418 478 966 phil@mrsales.com.au

Coombabah QLD

ID: 9098

Exclusive: Unique Family Residence

Price: $1,300,000

Nett: $53,149

Contact Ben Lynn 0456 640 414 ben@mrsales.com.au

Bogangar QLD

Exclusive: Permanent Complex

Price: $1,300,000 Nett: $90,982

Contact Tony Johnson 0433 335 679 tonyjohnson@mrsales.com.au

ID: 8744

Kings Beach QLD

ID: 8586

Exclusive: Low Maintenance, High Profit

Price: O ers Over $595,000

Nett: $178,000

Contact Mark McKay 0428 865 120 markmckay@mrsales.com.au

BEAUTIFUL SUB TROPICAL RESORT IN NOOSAVILLE

FOR SALE

ASKING: $2,200,000

EXCELLENT REPEAT BOOKINGS / HUGE TOURIST DESTINATION / EASY LIFE STYLE BUSINESS

Situated in the heart Noosaville and 100 metres to the wonderful Noosa River is this beautiful sub tropical resort featuring 40 units comprising of 2 and 3 bedroom units. With 29 units in the letting pool there is plenty of room for income growth here and to take it to the next level, freshly painted in July 2023 the resort has 3 pools, large BBQ area’s and manicured gardens for guests to enjoy. Noosaville is the new Hastings Street with plenty of restaurants, bars, water sports, fishing, boating and the beautiful Noosa River to relax or enjoy exercising along the banks and gardens of this magnificent water way. The resort has been run successfully by the current vendors for over 15 years, enjoying the fruits of this comfortable lifestyle business which has provided a healthy income.

BC SALARY - $83,000 INCREASED ANNUALLY WITH CPI NET - $322,000

MANAGER’S UNIT VALUE OF $900,000

AGREEMENT - 20 YEARS TO RUN WITH OPTION TO TOP UP GREAT LIFE STYLE BUSINESS FOR ANY OPERATOR WANTING TO EARN A GREAT INCOME IN PARADISE

HIGH NET NOOSA GEM WITH GROWTH POTENTIAL FOR SALE

ASKING: $2,090,000

TOP YIELD / REALISTIC MULTIPLIER / MASSIVE TOURIST DESTINATION

18 apartments in the letting pool of 20 Body Corporate Salary $42,500 with CPI increase annually

Beautiful tropical resort with stunning views over Noosa Heads and Hinterland areas

Fantastic position, just minute's stroll to Noosa's Main Beach, Hastings Street, and Noosa Junction

Newly refurbished manager's 2BR apartment with massive balcony overlooking Noosa and Hinterland stunning sunsets

Bookings well into 2023/24

High netting business which is experiencing massive growth now & into 2023/24

New pool and BBQ area for guests to relax and enjoy

Offsite parking for guests and small trailers

Conveniently located near the popular bar and restaurant precincts, all within easy walking distance

Great Trip Advisor rating with many repeat guest bookings

NET: $285,000 | BODY CORPORATE AGREEMENT: 21 YEARS | BODY CORPORATE SALARY $42,500

INCREDIBLE OPPORTUNITY IN NORTHCLIFFE END OF SURFERS

Contact: Robert Collins, 0404 678 792 robertc@raas.com.au

MANAGEMENT RIGHTS – PERMANENT

ACCOMMODATION BUSINESS FOR SALE IN CHEVRON ISLAND

$ 1,600,000

Price:

$ 2,425,000

Contact: Calvin Bailey, 0450 459 898 calvin@cbmr.com.au

$ 90,982

A breath of fresh air at Northwind Beachfront Apartments

By Grantlee Kieza, Industry Reporter

The beautiful Northwind Beachfront is perfectly situated on the familyfriendly esplanade at the northern end of Mooloolaba Beach.

With almost no previous experience in management rights, Storme Mason and Nicholas Ludekens travelled up from Melbourne to take over the management of the building in October last year.

It’s been an education ever since, and they told Resort News what they have learned in that time.

They certainly have a beautiful location for a resort, right on the beachfront at Mooloolaba.

“Yes, it’s a wonderful location,” Storme said. “Even from the first-floor units you get a nice view of the ocean. The building is right on the very corner of the esplanade before you reach the restaurants and shops. It’s in a perfect spot.”

They took over in midOctober last year, so they are coming up to a year in the job, though they had no

previous industry experience.

“We didn’t know a lot about management rights before deciding to buy into Northwind,”

Nicholas said. “But my mum Sandra runs the property next door, Windward, and while we were in the process of getting the rights for Northwind we did some work for her, learning how everything worked.

“Now that we’ve moved in we all work together and we all learn from each other and share resources. We’ve

got 17 apartments that we look after at Northwind - 16 are holiday rentals and one is a permanent rental.”

The building is 10 storeys high with a basement.

Nicholas comes from a carpentry background and is therefore the maintenance man at the building while Storme is in a role very different from her original career path.

“I didn’t even have a fulltime job when we decided to

move from Melbourne to the Sunshine Coast,” she said.

“I studied at university for five years. I studied for a master’s degree in public health, and I also have a pharmaceutical science degree.

“It’s certainly a very different field to management rights and hospitality.”

What prompted them to move 2000 kilometres north and undergo a complete career change?

“Every single time we spoke to Nicholas’s mum in 2022, she told us that the rights for the building next door were for sale,” Storme said.

“But we told her we were never moving to Queensland because we loved life so much in inner-city Melbourne. We loved our home, and we were on a path there. We brushed Sandra off for months.

“But we visited the Sunshine Coast for just 48 hours to attend Nicholas’s cousin’s birthday and we loved it. There’s a lot to love.

“We enjoyed the whole atmosphere at Mooloolaba. It was busy, but not too busy and everything you could possibly want was within reach.

“Even though it had a lot going on it was still a quiet place and what’s more you got to look at the ocean every single day. And obviously, the brilliant sunshine was also a big draw for us making the move.

“Then when we sat down and ran the financial numbers, taking over the management rights made perfect business sense too.

“Sandra, has managed the

building next door since May 2021, and she was just as surprised as we were when we made the decision to join her.”

Nicholas said that at the start of their tenure late last year the workload was hectic.

“There were some difficulties with managers in the past and the building had missed out on a lot of love,” he said.

“There are now a lot of big projects coming up. We’ve currently got three units undergoing total renovations, also the building will be repainted and the switchboard upgraded this year.

“We went through an absolute grilling from the committee during the interview process before we took on the rights, and we took on all the work knowing almost nothing about the business. But it’s going well now, and the committee is happy.

“Having a good relationship with the owners and the committee is vital.”

Storme says at the end of the day she and Nicholas just want to prove how much they care about the building.

Storme Mason and Nicholas Ludekens

“When we eventually leave here we want it to be in much better shape and in a better financial position than when we arrived,” Storme said, “and that’s what we try to do every day.”

Northwind is well equipped for holidaymakers with a barbecue area, tennis court, sauna, and a litt le gym with cardio equipment. Even though a fabulous beach is just across the road the resort’s pool is popular all year round.

“It’s amazing but people use the pool all the time,” Storme said. “People even use the spa in summer. They get into 36-degree water in summer. But they seem to love it.”

Nicholas looks after most of the maintenance at the property - painting and repairing - and while it adds to the workload it also adds to the sense of pride he and Storme take in managing the building.

“We get to see the results

every day in the happiness of people who live here and come for holidays,” Storme said.

“We know the value of our management rights has already increased because we are charging higher accommodation rates after making some simple fi xes in the units.

“We meticulously went through every unit, making sure everything was in great order for the guests. We checked everything from the air conditioning units, to making sure every unit had all the required cookware and utensils.

“Some of the matt resses were more than 10 years old so we had them replaced along with any worn curtains. We made many small improvements, but they added up and really boosted the overall appeal of the units.

“But you can’t continue to just make small improvements and some of the units are now being fully renovated.”

We get to see the results every day in the happiness of people who live here

Nicholas said the property also has a strong online presence.

“We utilise social media,” he said. “We had all the units photographed again for our website and our occupancy levels have improved. Next month some of our units are at 100 percent occupancy and you can’t do better than that.”

Storme and Nicholas also had brochures printed for those inquisitive people who call into the office.

“We’ll take them and show them the units,” Nicholas said, “and they can take the brochure with them. It has a QR code so all they need to do to book the room is scan the code in the brochure.

“We’ve also extended our phone

hours because if people call and only get an answering machine, they simply try somewhere else.”

Storme and Nicholas said they also had to give a shout out to their relief manager Richard Waterson from Raw Management.

“He has been the best support,” Storme said, “he’s always just a phone call or text away and he can solve any problem.

“He works with a lot of managers to help set their rates and does a lot of marketing and is our liaison person with OTAs.

“He’s been in the industry since we were born, and he knows everyone. Plus, Nicholas’s mum is always next door with advice if we need it.”

Damian Quinn Isabella Mansell