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housekeeping Guest Amenities: Guests want ethically sourced, sustainable amenities

marketing Increasing Online Bookings: How to manage your online presence

management

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Guest Satisfaction: Seventeen guest room pet peeves

Issue 23 | SUMMER 2014 NZD $16.50 (Inc GST)

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

AS U R E ACCOMMODATION

ASURE Brand – the key that is opening doors nationwide hotels • motels • resorts • apartments • time share • holiday parks • budget • retirement

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The accom management guide is distributed quarterly to Accommodation Industry Managers and Professionals throughout New Zealand.

Summer

www.accomnews.co.nz EDITORIAL

Kim Armstrong-Fray

k.armstrong@accomnews.co.nz

PRODUCTION

Richard McGill

r.mcgill@accomnews.co.nz

2014

ADVERTISING

Stewart Shimmin 03 974 1036 advertising@accomnews.co.nz CONTRIBUTORS

Michael Baines, Rachael Shadbolt, Larry Mogelonski, David Kennedy, Henry Clarke, Brent Leslie, Greg Nettle, James Kenny, Judy Senn, Mandy Clarke, Michael Matulick, Christine de Felice, Nicholas Schnell, Roberta Nedry, Jeanine Chrobak, Arvo Elias, Ken Adams and Scott Jensen. accom management guide welcomes editorial contributions and images on relevant topics for features, news items or new products. Please email copy to: editorial@accomnews.co.nz. Images should be in high resolution (300dpi) JPEG or TIFF format. accom management guide is distributed quarterly to hotel, motel, resort and apartment complexes throughout New Zealand. Views and opinions expressed in this publication are not necessarily those of the publisher or Multimedia Publishing Limited. Every effort has been made to ensure the accuracy of information in accom management guide, however the information contained in accom management guide is intended to act as a guide only. The publisher, authors and editors expressly disclaim all liability for the results of action taken or not taken on the basis of information contained herein. We recommend professional advice is sought before making important business decisions. ADVERTISING CONDITIONS:

The publisher reserves the right to refuse to publish or to republish without any explanation for such action. The publisher, its employees and agents will endeavour to place and reproduce advertisements as requested but takes no responsibility for omission, delay, error in transmission, production deficiency, alteration of misplacement. The advertiser must notify the publisher of any errors as soon as they appear, otherwise the publisher accepts no responsibility for republishing such advertisements. If advertising copy does not arrive by the copy deadline the publisher reserves the right to repeat existing material.

industry 05 06

MANZ Report: Profit vs occupancy

32

TIANZ Report: Tourism 2025 set to make a difference

Guest Amenities: Guests want ethically sourced, sustainable amenities

36

Guest Rooms: Creating the right environment

38 46

Guest Amenities: Keeping things simple

management 08

Guest Satisfaction: Seventeen guest room pet peeves

10 11

Sales: Are you asking the right questions? Branding: Choosing an accommodation brand is dominated by emotion

property 12

Motel Market: Covering the costs

marketing 14

Increasing Online Bookings: Online credibility and you: How to manage your online presence

17

Franchising & Branding: Franchising and branding grows in strength

18

Franchising & Branding: ASURE lives up to its early promise

18

Franchising & Branding: Quest Serviced Apartments expanding rapidly

Advertisers and Advertising Agents warrant to the publisher that any advertising material placed is in no way an infringement of any copyright or other right and does not breach confidence, is not defamatory, libellous or unlawful, does not slander title, does not contain anything obscene or indecent and does not infringe the Consumer Guarantees Act or other laws, regulations or statutes. Moreover, advertisers or advertising agents agree to indemnify the publisher and its’ agents against any claims, demands, proceedings, damages, costs including legal costs or other costs or expenses properly incurred, penalties, judgements, occasioned to the publisher in consequence of any breach of the above warranties.

19

Franchising & Branding: Quest for success pays off at Albany

© 2014. No part of this publication may be reproduced without written permission from the publisher. accom management guide is proudly published by:

24

Digital Signage: Many advantages in digital signage systems

27

Television: TV – It is here now and your guests love it!

INDEMNITY:

PO Box 5104,Papanui, Christchurch, 8542 New Zealand Phone: (03) 365 5575 Fax: (03) 365 1655 mail@accomnews.co.nz www.accomnews.co.nz

housekeeping

Guest Amenities: Trends in hotel amenities

human resources 48

Training: Go hard on soft service skills

safety & security 50

Internet: How safe is your money when online?

51

Guest Security: Terrorist attack – here?

guest facilities 52

BBQ Maintenance: Icons but they can be real pains

food & beverage 54

Menu: Young globe trotters set to experience food exploration

preferred suppliers 55

The Preferred Supplier Directory

energy & resources 22

Lighting: Show your true colours

technology

refurbishment 28

Building Rectification: Act quickly to prevent future expense when it comes to concrete repair

ISSN: 1178-8941

Cover photo: ASURE Ashley Motor Lodge - Timaru

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ACCOM MANAGEMENT GUIDE


industry i MANZ Report:

Profit vs occupancy THE SUN IS SHINING AND THE BIRDS ARE SINGING. IT MUST BE SUMMER! CHRISTMAS AND SUMMER GO TOGETHER FOR ME; A HAPPY TIME. FOR MOST OF MY INDUSTRY IT IS A VERY BUSY TIME HOLIDAYS AND FAMILIES A GREAT COMBINATION AND THIS OF COURSE MEANS GUESTS. Our polling suggests that forward bookings are up and for the first time in a while the lead time on bookings is increasing. These are symptoms of an increase in demand and this should lead to an increase in prices. Increased demand and static supply mean greater competition for rooms and this should create higher room rates for all. We will see those who discount their rooms, which is normally a symptom of a cash flow problem, or naivety. Cash flow issues have their own outcomes and often lead to the demise of the property and then there are those who through some sort of naïve notion believe they are getting an advantage. Price is a subjective thing; the buying decision has many more components than just price. Type, style, adjacency, value and availability are key components. We often project behaviours on everyone else that are not our own. Instead of using our own buying processes we project a totally different ethic on our customers. Where we should be looking at

it through our eyes to establish value we have an esoteric perception of other people’s decisionmaking processes. We need to remember that it is profit that keeps us in business not occupancy. We need to remind ourselves of the value of our product not the price. We need to add value to the transaction and not be embarrassed. We need to keep our Michael Baines nerve when the less fortunate or educated panic. We need to find the most cost effective channels to reach our customers and make sure that when they stay they want to come back or refer us to their friends. Just a question; when demand is high how many rooms do you need to give to the channel managers for the on-line travel agents to sell. Walk in customers give you a far better margin than those sourced through OTAs. Research suggests that approximately 15 per cent of customers overall pick their property on how it looks so investment in your property’s presentation might give a high return! On behalf of my team here I hope that you all enjoyed your Christmas and New Year and the promise of 2014 is fulfilled! By Michael Baines, CEO, MANZ

SUMMER 2014

05


i industry TIANZ Report:

Photo: Murray Lloyd/TIA

Tourism 2025 set to make a difference

TIA chief executive Martin Snedden speaking at the 2013 TIA Summit

HOTELS GENERALLY REPORTED A RETURN TO STEADY TRADING OR ‘BUSINESS AS USUAL’ IN 2013. It was great to see largely positive statistics coming through after several years of ups and downs – notably the disruptions caused by the Christchurch earthquakes and the business created by Rugby World Cup 2011. A highlight for 2013 was the successful amendment of the Sale and Supply of Alcohol Act 2012, making minibars legal 24/7. In its original form, the Act imposed default licensing hours, with trading finishing at 4am and resuming at 8am each day. This meant that hotels would not be allowed to sell or supply alcohol to anyone, even hotel guests, between 4am and 8am, effectively making access to minibars illegal during those hours. While this was an intended consequence of the Act, it wasn’t easy to fix. TIA worked closely with Hospitality New Zealand to get the Act amended. We were delighted (and very relieved) when the amendment came through in November, just a few weeks before the new regime took effect on 18 December. As we head into 2014, we look forward to the release of our new national tourism framework, Tourism 2025 www.tianz.org.nz/main/NZ-Tourism2025-Growth-Framework. TIA has led the development of Tourism 2025 through 2013, with a formal launch at the 2013 TIA Summit in Wellington on 1 October. The feedback we received from those who attended the Summit gave us a strong endorsement that we were heading in the right direction with the high-level principles we outlined that day – a focus on economic and commercial growth, and improving the quality of the visitor experience. Work to finalise Tourism 2025 has continued at pace since then. Details have been fleshed out that highlight where the best opportunities lie for the growth and prosperity of tourism in New Zealand. A set of goals has been developed for the industry to measure progress over the coming

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ACCOM MANAGEMENT GUIDE

A set of goals has been developed for the industry to measure progress over the coming decade, and we are working on a set of actions that will ensure Tourism 2025 makes the difference we need it to. decade, and we are working on a set of actions that will ensure Tourism 2025 makes the difference we need it to. Watch out for the release in the early part of the New Year. And make sure you keep 5 June free to attend the 2014 New Zealand Hotel Industry Conference. Co-hosted by Horwath HTL Ltd and TIA, this is the only conference dedicated to New Zealand’s hotel sector and will be held at the Pullman Auckland Hotel.

Rachael Shadbolt

Potential 2014 topics, based on feedback from previous conference attendees, include the outlook for global and domestic economies and impact on tourism, yield and revenue management, hotel investment trends, luxury hotels, mixed use developments, social media, hotel rating systems, hotel technology trends and independent hotels. Registrations will open soon - keep an eye on www.nzhotelconference. com for details. By the time you read this, I will have started a new role with the major events team at the Ministry of Business, Innovation and Employment. I have enjoyed working and advocating on behalf of the hotel sector, and hope that my new role will allow me to stay in touch with the sector. In closing, I wish you all the best for a successful and prosperous 2014. By Rachael Shadbolt, Sector Manager Hotels, TIA


m management Guest Satisfaction:

Seventeen guest room pet peeves THE GUESTROOM IS THE CRUX OF THE ACCOMMODATION EXPERIENCE AND THERE ARE MANY SMALL THINGS THAT CAN SET A GUEST OFF BUT ARE OFTEN OVERLOOKED. Call this my pet peeve list but see if you don't agree. This list is not in priority order. Complex wifi set ups. It is bad enough that I have to pay for wifi but what's worse is trying to set up a complex wifi connection. Headache! Even with my MacBook Air, there are connections that just don't seem to work, no matter what you attempt. Poor wifi signal. I am differentiating this point from the set up and cost. What I am referring to is insufficient bandwidth to operate the basics of the business: loading the Internet and downloading basic files (let alone movies or anything of that magnitude). Pay for wifi. Give me a break. I'm paying $550 per night for the room and now you want another $13.95 for wifi? What's wrong with this picture? I pay $5 for a coffee at Starbucks and get all the wifi I need (which, by the way, is where your consumers are going instead of your restaurant because of this). Also, don't you ever notice that that the economy segment accommodation providers seem to have free wifi while the luxury products do not?

TVs that cannot be seen easily from the bed. I have been in rooms where the TV is opposite the bed, but the room is so large that you are out of remote control range. And if the remote control can't see the TV, imagine how you, the viewer, can see it! I have also been in rooms where the TV has to be rotated to be viewed from the bed and in doing so the remote no longer functions. Noisy AC units. In fact, some Larry Mogelonsky are so noisy that when the compressor clicks on, it might wake those in the next room. Sorry but I expect a quiet room, especially in the luxury class. This one may require a heavy upgrade cost but for guest satisfaction, it is a must. Drapes that don't fully block sunlight. Often, black out drapes just aren't sized properly, leaving gaps. Amazing how sunlight dances through badly matched seams. Quirky alarm clocks. We're talking the ones that do not set easily or those tied into a radio and not a buzzer. I've given up on this one and just use my iPhone.

In-room coffee that's in un-openable packets. Unfortunately, we airline travellers no longer carry scissors. So how do we open these space-proof foil packs? I once phoned down to the front desk to ask a bellman to bring up a pair.

Lack of accessible outlets for rechargers. This one is especially bad when it comes to bedside rechargers. How do you plug your Including a few small water bottles in your room rate will cost you little but keep guests happy. phone in to recharge it and still have it handy by being within reach of the bed? I realise that most guestrooms were configured and built well before the advent of smart phones, but this might crop up as a Shampoo amenities not large enough for two users. If my wife is with me, pesky problem for your guests. we need to execute our own shampoo-rationing plan. Don't you think that someone could increase the size in anticipation of two designated occupants? No decent TV channels, except if you go to the pay section. As an older guest, it would really be nice to be able to watch an hour or so of high quality television without commercials. I'm talking getting up to code by offering a little HBO or Showtime. Small water bottles that are not free. Single-serve water bottles cost just a few cents each, maybe at most 25-35 cents from a wholesaler. Include a few and price your room up by just a buck. A larger bottle of water with a $5.95 ‘warning' neck tag. Come on now. Does that water bottle really dictate that price? Better to have no large water bottles than to feature a price incongruity that might upset guests. Too many tent cards. I arrive in the room and I'm bombard with brochures telling me about the great chef, a promotional food offer somewhere in the hotel or the drink specials. Yet, surprisingly, these offers are not available in room service. Complex lighting controls. Some even require putting the glasses back on to figure out how to use them. Worse is trying to close the lights to get a night's sleep and you can't figure out how to shut off that one hallway light that cannot be accessed from bedside.

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ACCOM MANAGEMENT GUIDE

Soap packaged in plastic shrink-wrap. You know what I'm talking about: the packaging that requires real effort to remove. You need long finger nails and lots of patience (and your glasses on). Test a random batch from your supplier. If you can't open it easily, replace the batch... or get a new vendor! Bathrooms with poor lighting. This one tops the list as my wife's biggest complaint. It's added in here as she definitely had a few things to say about accommodation rooms she will never visit again (along with those that do not have make up mirrors). Now, here is my recommendation with all these minor points: spend a night in your property and see if anything on this list comes up. Each one is like the proverbial ‘straw that broke the camel's back'. Sooner or later, one of these will be the deciding factor for guest satisfaction, positive online reviews and return visits. Most are easy fixes, so do something about it. Larry Mogelonsky - is the president and founder of LMA Communications Inc, an award-winning, full service communications agency focused on the hospitality industry (est 1991). As a recognised expert in marketing services, his experience encompasses Four Seasons Hotels & Resorts and Preferred Hotels & Resorts, as well as numerous independent properties throughout North America, Europe and Asia. Larry is a registered professional engineer and received his MBA from McMaster University.


m management Sales:

Are you asking the right questions? WHEN IT COMES TO INFORMATION, THE BALANCE OF POWER HAS SHIFTED TO THE CALLER'S SIDE OF THE EQUATION OVER THE LAST DECADE OR SO. In the past, most had very little information from a brochure, directory or tourism guide book unless they had visited before. That's why back then we trained front desk and reservations agents to find out of the caller was familiar with the hotel and then if not, find out the primary purpose of the trip.

chances are less that an objection will occur and if so, the odds are higher that it can be overcome. The amount of information you potentially need to provide about each level will vary according not only to the "call story" you are fielding but also to the type of accommodations and experiences you are selling.

Then based on a "business" or "leisure" reason for travelling, agents were trained to offerup what we would today call a "30 second commercial" or "elevator speech". Now with all of the information available online at the hotel's website and others such as TripAdvisor, Facebook and other social media, many of today's callers have done extensive research prior to calling. What they don't want to hear is a scripted list of the same basic features they have seen online. That's why it's important to find out what it is they do want to hear in order to finalise a decision to book. While it's still a good idea to determine familiarity and reason for travel, there's an important new QUESTion to ask for circa 2014:

This QUESTion will help "unmask" the caller's "story" and prompt them to reveal the question or concern that caused them to call instead of just booking online.

"As I'm checking those dates, are there any questions I can answer for you about the area or our amenities and services?" This QUESTion will help "unmask" the caller's "story" and prompt them to reveal the question or concern that caused them to call instead of just booking online. The guest will then let you know if they have read conflicting reviews or negative online postings and need to be reassured. Or they might let you know they are confused about all of the available accommodations and rate options (especially for upscale hotels and destination resorts). Or they might reveal themselves to be a "value-driven deal seeker" who just wants to verify that the rates they see online are in fact the lowest, and/or to make sure they understand the "final" overall cost including taxes and fees. Having "unmasked" the caller's "story" or situation, now agents need a sales model that will help them understand the importance of conveying the value of the overall experience of being a guest. At KTN we call this the Hotel Value Pyramid. There are three levels on the Hotel Value Pyramid. The foundation, which is the location and area; the mid-level, which includes the amenities, services, and outlets in or nearby the hotel, and finally, the accommodation itself to top-off the pyramid. To get the most calls converted into confirmations, today's agents need to establish value at all levels before topping off the pyramid with a price tag. Unfortunately, too many reservations agents these days build upside down value pyramids. These are the agents who start off by checking dates and quoting rates. When and only when callers ask about the location, amenities, and services do they offer such details. Their value pyramids easily topple over with the slightest objection. Instead, if the value of each level is established before rates are quoted,

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ACCOM MANAGEMENT GUIDE

For example, many mid-market Doug Kennedy accommodation providers do not have restaurants, bars, nor recreational activities to talk about. Instead, such services are located nearby in the area. Other properties, such as full service hotels and luxury resorts, have a multitude of services that could be of interest. Similarly, some accommodation providers have only a few room categories, while resorts and vacation home rental companies have a multitude of options. So the amount of information you provide at each level of the Hotel Value Pyramid will vary according to what you are selling, and according to who you are selling it to.

Again, if you ask callers if they have questions about the location or amenities and services before quoting rates, most of them will tell you where they are at in their decision making process and thus signalling what components of the value pyramid you need to fill in before you mention a price. Some call stories are no doubt easier to sell to than others. For example, most regular, repeat guests just want to talk about the rooms and rates. They have stayed before and know about the amenities and services; that's why they are coming back. They already know about the location and area too. For these callers you need only focus on the top level. Other callers might be familiar with your area and location, but they have questions about the hotel, resort or community amenities, services, dining options, as well as the room or suite. For these callers you can start from the mid-level and build up from there. Still other callers have never been to the area before, and in these cases you have to build the Hotel Value Pyramid from the ground-up. After training your staff on how to identify where callers are at in their decision making process by asking the right QUESTions, they will then know how to determine what guests want to hear. By training them on the concept of the Hotel Value Pyramid, they will be better prepared to go beyond just quoting rates and to instead convey the overall value of the experience of being a guest at your hotel or resort. Doug Kennedy - is president of the Kennedy Training Network, and has been a fixture on the hospitality and tourism industry conference circuit since 1989, having presented over 1000 conference keynote sessions, educational break-out seminars, or customised, on-premise training workshops for diverse audiences representing every segment of the lodging industry.


management m Branding:

Choosing an accommodation brand is dominated by emotion A NEW STUDY CONDUCTED BY PROTEAN STRATEGIES, WORKING IN CONJUNCTION WITH THE RESEARCH FIRM, HOTSPEX, HAS SHED SOME NEW LIGHT ON HOW CONSUMERS ARE ENGAGING MAJOR HOTEL BRANDS AS WELL AS PERHAPS A FRESH PERSPECTIVE ON WHERE TO TAKE YOUR BRAND IN THE NEAR FUTURE. Using Hotspex's proprietary MarketSpex methodology and a sample survey of 800 North American travellers, the researchers have found that choosing an accommodation complex is dominated by emotional drivers (67 per cent of the decision process) - such as connection, warmth, excitement and pleasure - over rational features and benefits (33 per cent). When it comes to the accommodation landscape, how people feel is far more important than what they think - by a factor of two. Their study also showed that an accommodation decision is more emotionally-charged than for their comparison studies in choosing an airline, a beer or a smartphone. Moreover, the researchers found that the three most powerful hidden drivers of these emotional choices were excitement, surprise and acceptance, of which accommodation providers have plenty of room to improve. A further derivation of the analysis distinguished eight major hotel chains by class with premium ‘inspiring' brands (Hilton, Hyatt and Westin), middle tier ‘competent' brands (Marriott, Sheraton and Wyndham) and discount ‘familiar' brands (Best Western and Holiday Inn). The study identified what each class was doing right and where they can develop relative to the three chief drivers of emotional decision-making. With the inspiring brands - that is, ones which already excite and amaze akin to a rousing leader - gaining acceptance is the biggest challenge. For luxury accommodation, there's not enough balance between the exhilarating aspects and the personal connection. As such, many brands come off as pretentious and arrogant. If your property falls into this category, think about how you can bridge the gap between guests and your services and ease people into your hotel experience.

Your Accommodation Sector Specialists for over 10 years

For the competent brands, the problem appears to be a dominance of rationality. These middle-of-the-road hotels are perceived as hardworking, discerning and trustworthy. However, while the expectation holds these brands are of quality value, they are coming off as unpleasant. There's a definite lack of emotional connectivity. More should be done to instil a sense of warmth to foster personal relationships to each hotel. Familiar brands are almost a mirror image of the dilemmas faced by inspiring brands. Discount hotels relish in acceptance but lack excitement and consumer boredom sets in. The study finds that these brands need to add some flair and rethink how they deliver modern thrills. Such accommodation needs to be more active and bold in the presentation. The main extension of this research pertains to how you can differentiate your brand on an emotional level. Aside from familiarity, competence and inspiration, other key emotional contexts to lens a hotel through are fun, friendliness, interest, nurture and trustworthiness. As major brands, think about how you can excel in two or three of these categories and, as niche hotels, think about how you can become a leader in one particular stream. Moreover, as a major chain with multiple brands, how does each brand fit into and differentiate itself across one of these seven emotional niches. Hotel brands are about feelings no matter which way you try and sell people on benefits and otherwise logical choices. Aim to make your décor, staff attitudes, amenities, features, website and advertising copy all congruent around one dominant and emotionally-charged theme. By Larry Mogelonsky, president and founder of LMA Communications Inc. SUMMER 2014

11


p property Motel Market:

Covering the costs ONE OF THE FIRST STEPS IN OFFERING A PRODUCT OR SERVICE TO A MARKET IS TO KNOW WHAT IT COSTS A BUSINESS TO SELL THE PRODUCT – THE BREAKEVEN POINT. The addition of a mark-up in order to make a profit and still be competitive then determines the price the product/service will be offered at. Simple economics and the motel industry is no different. The product of the motel room and associated services costs the operator to rent the room in wages, cleaning products, laundry/linen, electricity, insurance, wear and tear, etc. A combination of fixed and variable costs. If the total cost including these expenses and others are unknown, then how can the price be set to ensure the business is not losing money on the sale? Accurate costs to rent a motel room offer very useful tools of measurement or key performance indicators so a motel operator can know how much they can afford to rent a motel unit for to breakeven and then to make a profit.

• • • •

• •

• •

Each different accommodation facility will have different cost bases. The reasons why can be due to several factors that affect this figure – property features, operation and utilities. Property features •

• • • •

Size of units – the square meter area that the unit occupies. A standard studio unit costs less to occupy than a two-bedroom unit. Self-contained – the cleaning costs alone to rent a selfcontained unit can be substantially higher Age of property – how old the property is may determine how much upkeep is required to the buildings? Standard of property – if a motel is in disrepair it will require more expense to maintain Location – sea air may increase corrosion of buildings such as metal staircase hand rails, roofing, etc. Building movement in some areas may create brickwork cracking and other issues. Unit fit out – what condition is the furniture and fittings in? Does the high level of humidity require tiles rather than carpet? Are blinds or block out curtains required? Restaurant – a restaurant will substantially increase many costs, however this is a separate income department where the same considerations on what it costs to produce that product are relevant General services/facilities – a lift on site, trees and gardens, swimming pool, spa or sauna are all services/facilities that contribute to the cost base

Operation •

12

Lease/freehold – Is the tenure leasehold with a rental to be paid each month, or is it freehold where mortgage repayments are due? Interest rates will rise and fall changing repayment amounts. Interest payments will be applicable with leasing as well however the level of borrowing will be generally lower ACCOM MANAGEMENT GUIDE

than a freehold purchase. Type of clientele – the motel’s business could be corporate customers, tourists, families, contractors, etc Laundry – is the linen cleaned onsite or offsite at a commercial laundry? Staff levels – are staffing levels correct or is the business over or under staffed? Owner/operator or under management – the cost of management wages will increase the cost to rent a motel unit. This can be a moot point as the owner should expect to pay themselves a wage for their time anyway Consumables – what type of soaps, tissues, shampoos, etc are included within the unit? Cleaning – are the cleaning products the most cost effective? How long are the cleaners allocated to clean each room, eg 20 minutes, 30 minutes, or unlimited? Eftpos/credit card fees – the fees charged by some credit card operators are higher than others Marketing – is the motel a member of a chain? The fees paid to a motel chain form part of the cost to rent a motel room, as does the commissions for booking sites and any other marketing initiatives.

Utilities •

• • •

Property rates - coastal motels may include much higher property rates than an inland motel where the land value is not as high as a beachfront property Electricity/gas – the costs of electricity have risen substantially in the past three years Telephone – What type of phone system does the motel have? Is it reliable in its charging of customers? Insurance – the cost to insure properties has more than doubled in some areas over recent years

Costs easily add up and can “blow out” if not contained. Knowing what the costs are is the first step in containment and an operator can then be confident in their sales position.


Industry Specialists Since 1984

New Zealand Wide HAMILTON

BLENHEIM

Profits Talk!

Magnificent Entry Level Motel

This classy 21 unit property stands out in more ways than one. Superior quality rooms, stylish décor, 4-Star Asure Accommodation rated and consistently high profits with a great client mix, it’s no wonder the owner has hung on to this gem for 23 years. With a new 30 year lease on offer you can enjoy a solid business and stamp your mark on this property.

Lease $795,000 Ref #9824

Agent Details Chris Wong P: 09 551 0154 M: 021 106 6188 E: chris@coffeys.co.nz

This 10 unit motel is situated opposite a busy shopping centre in the heart of the very successful Marlborough wine district. As a member of the ASURE Group, the business receives constant clientele. The owners of this motel are the founders of the ASURE Group and they wish to sell to devote all their energies into promoting the brand, giving you the opportunity to buy this very presentable motel well positioned in Blenheim.

Lease $345,000 Ref #2901

Agent Details Inky Stove P: 03 550 0471 M: 021 182 6940 E: inky@coffeys.co.nz

HOKITIKA & FOX GLACIER

KARAMEA

Bella Vista Motels

Fantastic West Coast Lifestyle Opportunity

The successful Bella Vista Group now has 27 properties throughout New Zealand. Hokitika (16units) and Fox Glacier (24 units) are enjoying the resurgence in tourism on the West Coast and general upturn in business from an improving economy. Both offer good returns and the opportunity to enter the industry at what would seem an ideal time.

Agent Details Kelvyn Coffey P: 03 550 0459 M: 027 432 0565 E: kelvyn@coffeys.co.nz

Hokitika Lease $495,000 Ref #3627 Fox Glacier Lease $995,000 Ref #3483

Tourism is on the up again therefore it is assumed that ‘must do’ activities such as walking the Heaphy Track will be high on the list for many tourists. Situated at one end of this iconic walk is this eight unit, well presented motel. Our vendors are ready to move on, offering an ideal opportunity to get obtain a lovely freehold lifestyle property in the hospitality industry. Situated on 1.2 hectares this property is well worth a look.

FHGC Offers Over $995,000 Ref #3993

Agent Details Inky Stove P: 03 550 0471 M: 021 182 6940 E: inky@coffeys.co.nz

METHVEN

GREYMOUTH

Management Rights – Substantial Resort Complex

Attractive Modern 11 Unit Complex

This large, modern and well established resort is producing very good returns and comes with exciting growth opportunities. The offering includes the spacious managers apartment, on-site restaurant and bar, conference facility and sole rights to operate the accommodation apartments. A secure management rights contract completes the picture of one of the South Island’s most desirable accommodation businesses.

$2,250,000 includes Business & Real Estate Ref #1053

This well located motel is a member of a successful independent referral group. Revenue is growing along with profitability and the future looks bright for the Coast. With plenty of space all units are ground floor.

Agent Details Alan Ironside P: 03 550 0465 M: 027 522 1689 E: alan@coffeys.co.nz

A long lease and a spacious three bedroom owner’s residence completes the picture.

Lease $495,000 Ref #3003

Agent Details Kelvyn Coffey P: 03 550 0459 M: 027 432 0565 E: kelvyn@coffeys.co.nz

www.coffeys.co.nz Freephone: 0800 263 339 Telephone: +64 3 366 9040 Facsimile: +64 3 366 9051 E-mail: info@coffeys.co.nz


m marketing Increasing Online Bookings:

Online credibility and you: How to manage your online presence WITH THE RISING TECHNOLOGICAL AGE, ACCOMMODATION MANAGERS AND CUSTOMERS ARE MORE CONNECTED THAN EVER. Managers today need to establish and control their online presence or risk losing valuable business. With all the different services available it’s easy to get confused so here is a quick and easy guide to managing your online industry presence. In 2014, there’s no such thing as an accommodation business without an online presence. Even if your bookings are done offline, you do not have a website or even a social media account, there will be some sort of outlet for customers to review your performance. There’s a reason the comedic premise of John Cleese’s Fawlty Towers is lost on a younger audience. The frequently verbally abused patrons of Basil Fawlty’s hotel would, today, post scathing reviews on TripAdvisor, putting the bumbling Basil out of business. Sure, back in 1975 it was all about impressing hotel reviewers to achieve higher star ratings, but now, anybody can be a reviewer, and managers must be vigilant in their self-assessment and self-improvement.

“Review and other social media sites are now essential tools for many travellers who are increasingly using them to share their customer experiences online and to research future trips. According to the TripBarometer by TripAdvisor, 93 per cent of travellers said that online reviews have an impact on their booking decisions and 96 per cent of hoteliers indicated that online reviews have an impact on travellers’ booking decisions,” said Brian Payea, TripAdvisor’s head of industry relations. According to those statistics the idea of an unconnected traveller is all but extinct. But TripAdvisor can be used to a hotelier’s advantage, or as Mr Payea puts it “the vast majority of consumers will expect hospitality businesses to have a presence online, and they will have a netter overall impression of the business if owners are able to demonstrate that they are listening and taking guests comments to heart.” Just because TripAdvisor is an outlet for consumers to communicate their opinions, does not mean that a modern hotelier cannot respond and react to what they are saying. “According to a ProCusWright study,” says Mr Payea, “78 per cent of travellers said that seeing a hotel management response to reviews makes them believe that it cares more about their guests.”

This means commenting on as many reviews as possible, thanking them for taking interest, visiting, and addressing all concerns and criticisms.

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ACCOM MANAGEMENT GUIDE


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m marketing Increasing Online Bookings:

This means commenting on as many reviews as possible, thanking them for taking interest, visiting, and addressing all concerns and criticisms. Larger hotels may even want to create an employable role dedicated to Social Media Liaisons, so that there is a constant modern presence. Mr Payea adds that, “Of the Australasian accommodations listed on TripAdvisor, 66% of at least one registered owner in the TripAdvisor Management Centre, this is where business owners need to be in order to take advantage of the wide array of tools and resources we provide to help them manage their reputation online and respond to the reviews they receive on TripAdvisor.” However, it is his belief that there is, “Room for growth as only 13 per cent of the accommodations listed on TripAdvisor have responded to traveller reviews in the last 30 days according to [his] data.” TripAdvisors stance is that Australasian hospitality businesses need to harness and engage with the 260 million travelers which visit TripAdvisor each month if they want to use the site to “drive sales and manage their properties’ reputations online.” But let’s say you have handled sites like TripAdvisor in such a way that you are using your communication to drive sales. Let’s say it has gotten to the point where you have to set up last minute online booking systems and internet revenue channels. You have now penetrated the online market, but want an easy way to increase your hotel’s occupancy and generate a higher volume of online bookings without requiring a staff member to handle all the proceedings. You’re connected to last minute sites like Wotif, Expedia, Agoda and Booking. com but often it’s difficult keeping up with all of them at once. You now have two options: You either need a channel manager or channel management software, or you need to increase your rate of direct website enquiries. Whilst marketing your website for increased traffic is a viable long term option, a channel manager will typically provide a range of benefits for an accommodation manager in the short and long term. It updates rates and availability information from each provider website, it automates internet revenue into one channel, it increases your sales presence allowing you to maintain more distribution channels and allows you to manage all hotels at once. But how can you choose the right interface for you business? Each system will provide a range of benefits and drawbacks, so this guide will outline two very different systems. Michael Kinloch, head of sales at SiteMinder, agrees with the notion that, “Hotel customers are increasingly booking rooms online.” For an accommodation provider that has increased its use of last minute booking sites, he would suggest using SiteMinder as a channel manager to your business to “maxi[mise] impact” and “give hoteliers the flexibility to list on more OTAs globally while eliminating the risk of over bookings and raising your hotel’s online revenue.” SiteMinder has a few unique advantages such as a, “Unique pooled inventory model”, “complete two-way integration to leading PMS/CRS” and “effectively and efficiently manage online inventory from one place, saving hours updating multiple websites.” SiteMinder also boasts reasonable pricing, with a free two week trial, no lock in contract and prices ranging from $59-$319 depending on the size of the hotel. SiteMinder has grown exponentially in the past few years, and Christopher Cooper, group director of revenue for Rocco Forte Hotels and long time client of SiteMinder has noticed. “I continue to be a strong ambassador for SiteMinder driven by their unrivalled, interfaced technology, which plays a significant part of the seamless distribution

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ACCOM MANAGEMENT GUIDE

infrastructure at Rocco Forte Hotels. Additionally, SiteMinder’s strong focus on customer service and account management is a recognisable USP to their business operation. Finally, the commercial model offered by SiteMinder simply makes absolute sense, offers real value and is a 100 miles ahead of any rival organisation. These consistent ‘ahead of the game’ deliverables is a clear reason why SiteMinder have enjoyed such a rapid explosion of growth across the globe.” But are there any other rivalling systems that are worth consideration? Five years ago property management giant HiRUM developed the channel management software, HiSITE. HiRUM's Sylvia Johnston, explained that it was created when, “HiRUM recognised the need for a comprehensive yet simple tool to allow managers to update multiple booking sites from one access point.” Ms Johnston points out that, “At the time there were only one or two products on the Australasian market, neither of which really covered all of the features required by operators to simplify their daily tasks. HiRUM was able to determine very early on that the solution needed to provide functionality rather than connectivity, selecting only the channels that were truly yielding bookings to Australasian properties.” HiSITE, she says, differentiated itself from competitors by, “Creating a channel manager so seamless that properties are able to input their rates and availability for anywhere up to 24 months in advance. Once loaded they can focus on servicing their guests, never needing to manage their inventory and pricing again for at least 12 months or more.” For Ms Johnston, the focus was on having a real time solution that “allows the software to think and act like the manager would” and it is her belief that “no other channel manager has been able to come close in matching [their] product.” In terms of the pricing, HiSITE comes with an overarching package from the company that made it. It is “still the cheapest product on the Australasian market today,” that “comes down to the design of the end product, which in essence is an extension of HiRUM, so clients are able to benefit from multi product discounts when choosing their solution.” Customers will also get their money’s worth with HiSITE’s, “Direct to property bookings which are invaluable for repeat business.” Ms Johnston also has big plans for the future of HiSITE to look forward to, namely “in the world of online reservations next year” that they have spent “five months planning for”. Ms Johnston says “12 months from now the online space will be a very different market place and if you’re not using a solution that invests heavily in research and development then your business will be caught out and you will miss out on great money-saving opportunities.” Ms Johnston certainly does not believe that all channel managers are the same: “Now is the time properties should be reviewing their solutions and determining whether using third party add ons is really the best option for the long term. The additional costs involved with this method along with the technical issues which are a direct result of having lots of pieces of different software trying to talk to each other, are certainly outweighed by using one simple end to end solution.” Whatever your solution may be, a manager needs to establish and control online presence or risk losing valuable business. With the hospitality industry constantly under review and enquiry, it’s a hotelier’s responsibility to handle their online presence in a way that puts their hotel to the forefront of innovation within the industry. By Henry Clarke, Staff Reporter


marketing m Franchising & Branding:

Franchising and branding grows in strength OPERATING A MOTEL/MOTOR LODGE CAN BE A LONELY AND ECONOMICALLY DIFFICULT ROAD FOR THOSE NOT PART OF A MAJOR BRAND. The inability to share marketing and other costs or to tap into a worldwide network of potential customers will be too much for many. And when problems arise, who do you turn to for advice? The benefits of being part of well-respected chain have been known for decades. Franchising has proved to be one of the most dynamic business methods of the past 50 years, and nowhere has it proved its success more than in the accommodation industry. It gives those who wish to be self-employed the ability to go into business properly trained and equipped, with the security of a wellproven product and system behind them.

Overseas guests make up a significant part of their business, particularly with Australian travellers. At least in part, this has been prompted by the recession and demand from travellers, especially corporates, for lower-cost accommodation. Motel Association chief executive Michael Baines was reported recently as saying that moteliers are increasingly joining marketing groups and there had been huge growth in this area as operators looked for "an edge. It's good for our membership and it's good for the general public. They keep everyone on their toes." The $1.2 billion motel industry has been hit hard by the financial downturn and the growth of marketing groups was a reaction to the tough times, Mr Baines said. "These groups bring the motelier another audience and they offer the customer a level of assurance."

A franchise chain provides an automated central reservation system and a nationally recognized brand which assures consumers that rooms and amenities meet a consistent minimum standard.

With almost one-third of the annual 11 million motel bed nights occupied by international travellers, the marketing boost garnered by the international brands was clearly good for local businesses, he said.

For the owners of motels or motor inns, joining a well-known brand such as ASURE or Quest, helps them capture travellers through international advertising and marketing.

An advantage for owners is that that joining a major brand quickly exposes their business to new markets through third-party websites and preferred supplier deals with travel agents.

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17


m marketing Franchising & Branding:

ASURE lives up to its early promise

Quest Serviced Apartments expanding rapidly A HIGHLY SUCCESSFUL FRANCHISE NETWORK, QUEST SERVICED APARTMENTS HAS MORE THAN 150 HOTEL APARTMENTS IN NEW ZEALAND, FIJI AND AUSTRALIA. MORE THAN 30 OF THEM ARE IN NEW ZEALAND, MOSTLY LOCATED IN KEY TOURIST AND BUSINESS AREAS. “When Quest was established, accommodation options available to travellers were limited mainly to hotel and motel accommodation in New Zealand and Australia,” said NZ CEO, Stephen Mansfield. “For business travellers, this meant working, sleeping and eating in the one, often cramped space. It also made travelling for families and groups expensive, with multiple rooms required to accommodate everyone.

ONE OF NEW ZEALAND’S MOST SUCCESSFUL BRANDS IS ASURE ACCOMMODATION GROUP WHICH EMERGED IN 2007 WHEN A NUMBER OF INDEPENDENT MOTEL OWNERS SAW THE BENEFITS OF BEING PART OF AN EFFECTIVE UNIT. “Each property is individually owned and operated but the ASURE brand is our unique identity that links us all as a team,” said managing director Doug Robinson. “Founding members could see real benefits in being part of an excellent referral and marketing group, structured with members’ best interests at heart. Marketing fees would be used to establish a strong brand and promote member properties.

“That’s why serviced apartments are an excellent option. We were born from one property in Melbourne in 1988 and since then have become the largest and most successful accommodation brand in Australasia,” Mr Mansfield said. “Travellers know Quest Serviced Apartments for providing convenient, stylish and spacious accommodation for extended periods of time. A Quest apartment is a home and office away from home, complete with separate living, dining and sleeping areas, separate work stations and fully equipped kitchens and laundry facilities. Our Serviced Apartment accommodation, locations and services attracts guests who stay for days, weeks or months at a time. “We’ve been rapidly expanding this network at between 4-10 new businesses each year for more than a decade with new operations scheduled to be established in Whangarei, Taupo, Wellington, Nelson and Christchurch. This creates opportunities for our franchisees to expand their own businesses, with many owning several. We’ve created a model that takes away many of the major challenges to achieving success in small business.”

“ASURE works selectively to identify and pursue marketing opportunities that an independently owned property misses out on or simply cannot afford. Because we understand the industry and all have accommodation businesses of our own, we’re focused on pursuing practical ideas that will help grow and maintain our businesses, particularly during these tougher economic times.” And has ASURE lived up to that promise? “Absolutely!” said Doug. “We now have 47 properties nationwide and we expect that we’ll go to over 50 this year. ASURE has developed its own quality assessment framework and this ensures all properties are of an excellent standard with annual assessments to confirm eligibility. “It isn’t easy for a standalone property. They have to do all the marketing themselves, which is expensive. With 47 properties, it’s really cost effective. We’ve developed our own online booking site which allows people to book without commissions or fees.” “We believe that the ASURE brand and logo is easily recognised by guests and they’re all offered our well-structured loyalty programme.”

Motel branding had its origins in the US in 1951 when a residential developer returned to Memphis disillusioned by motels encountered on a family road trip to Washington DC. In each city, rooms had varied from well-kept to filthy, few had a swimming pool, no on-site restaurant meant a few miles driving to buy dinner, and there were hidden charges for children. He went on to build his own motel on the main highway

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ACCOM MANAGEMENT GUIDE

Quest Albany, Franchise Director, Jim Park

from Memphis to Nashville, adopting a name from a 1942 musical film Holiday Inn. Each Holiday Inn would have to meet a long list of standards. Originally a motel chain, Holiday Inn was first to deploy an IBM-designed national room reservations system in 1965 and opened its 1000th location by 1968. By Brent Leslie, Staff Reporter


marketing m supplier profile QUEST SERVICED APARTMENTS (NZ)

Quest for success pays off at Albany

Award seals success

QUEST ALBANY SEEMED JUST LIKE THE OPPORTUNITY THAT JIM PARK HAD BEEN CONSIDERING FOR YEARS AND IT HAS LIVED UP TO ITS PROMISE. PARK WAS WELL PREPARED FOR IT WHEN IT CAME WITH MORE THAN 10 YEARS IN THE ACCOMMODATION INDUSTRY. After graduating from hotel school in New Plymouth, he had joined the Stamford Hotels and Resorts group, rapidly working his way up to become general manager of a Sir Stamford Circular Quay in Sydney. But he and business partner Jun Pyo had often talked about going out on their own and as Pyo had been a Quest franchisee for some years, the Quest group was also a logical option for Park. Their opportunity came when Quest Albany became available just before the start of the Rugby World Cup in 2011. “We knew that North Harbour Stadium would be hosting four of the pool games. It was the ideal situation for us and we committed to it almost straight away. I moved back to New Zealand,” he said. While Pyo is a partner in Quest Albany, he actually operates another Quest franchise, meaning Jim Park does the day to day running of Albany. It has gone very well for him, as being named as South Pacific Quest Franchisee of the Year in 2012/3 would indicate. But it has taken hard work. “The Rugby World Cup was a huge success for us but like other properties, we struggled a bit for a while after that. However, we quickly bounced back and are now very busy, especially during the weekdays. Overall, we’re certainly trading above earlier predictions.” He believes that joining Quest was a good decision against the much riskier path of setting up on his own. “Because the Quest group has a brand that is well established and recognised in the market, it was a very easy decision for me. A lot of customers know what to expect when they stay at a Quest property. And Quest has a very good support structure in place. “Whilst my hospitality background has been an advantage for me, because of the training, systems and ongoing support provided by Quest, previous hospitality experience is by no means critical to achieving success as a Quest Franchise.” But while he sees being part of the Quest group is a significant advantage, the real success remains in the hands of the owner/operator. “A franchise business is also your own business too so it’s in your best interests to go out into the local community and build new relationships, generate leads and create more business. You can’t just sit back. “I think the main criteria for success is customer service and it’s something that we’re doing exceptionally well. As owner/operator, I often work for a full 12 hours and I make sure my staff have a similar customer service attitude. We have brief team meetings every day to establish our goals, so our staff are up to date with how the business is moving and what our customers are saying about us. That means that everyone’s aligned to the same objective. “Consequently, we’re receiving quite a high rating in feedback sites and we’ve achieved that in a very short amount of time. There’s a combination of things we’ve been doing rather well.”

M

r Stephen Mansfield, CEO for Quest Serviced Apartments New Zealand has emphasised that the continuation of future success of Quest relied heavily on bringing in vibrant new talent. “Quest needs to keep attracting and keeping good people, by taking on ownership of the new franchise operations coming online and also stepping up to takeover some of our more mature and well established franchises. Some of our current franchise directors, who have had the long term financial benefit of owning a Quest Franchise, are now looking at capitalising on their hard work and retiring. “We are constantly looking at ways to assist young/qualified people with the right passion, qualifications and attitude to be able to afford to secure a stake in the Quest business, and encourage any parent who is looking at perhaps assisting their children into a professional business environment to contact us directly or go to our website.” Quest Albany in Auckland has been named 2013 South Pacific Quest Franchisee of the Year at the company’s annual awards recently. Quest Albany Franchise Director, Jim Park, opened the property in 2011, and says he is extremely honoured to win the award. “Having the chance to own my own business and the reputation Quest has in the accommodation sector, as an outstanding franchise, is what attracted me to join. “Quest is constantly striving for business excellence and ways to improve the experience for our customers. To be a part of this journey, and to be recognised for it, is a fantastic honour.” CEO Stephen Mansfield says the group has enjoyed a successful year thanks to the hard work and commitment of Quest’s franchisees and employees. “Our annual awards formally recognise the best of the best in business leadership across the Quest network and also the future leaders of the Quest Group. Since opening two years ago, Quest Albany has performed strongly with Jim demonstrating excellent staff management and leadership.” “Our award winners and extended network should be very proud of their achievements this year,” Mr Mansfield concluded. To learn more about Quest and franchising opportunities please visit: www.questapartments.co.nz/Franchising or call 0800 944 400 SUMMER 2014

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m marketing supplier profile ASURE ACCOMMODATION GROUP

ASURE Brand – The key that is opening doors nationwide

L

et’s talk branding and the benefits of it. Take a quick look around and see the branding – supermarkets, clothing outlets, shoe shops, service stations the list goes on. Everybody uses a brand, people shop at their favourite clothing outlets, drive a certain brand of vehicle, use a certain brand of insurance and, yes, once they find an accommodation group they like they will try to use the same brand again and again. Guests frequently notice outdoor signage when travelling and recall is highest with properties that are associated to one brand. So the answer is yes, branding for accommodation works. Branding is not just a small sign on your building or at the gate it goes a lot further than that – yes you do need a good main road sign, you also need to embrace the brand you choose with all the extras that a brand gives you. In your company name, on your email address, your letterhead, etc etc, there is no doubt that ASURE offers you all of these plus the collective advertising we do is something that is prohibitive because of costs as an individual. ASURE signature forms an important promotional ingredient, and in most cases is our first point of contact for our guests. ASURE believes that our brand clearly suggests that professional, high quality and reliable branding is critical to our company’s success. As the ASURE Accommodation Group moves closer to 50 properties there is no doubt that our branding has proven to be successful. The ASURE guests recognise our main road signage when travelling. Our ASURE logo welcomes all who see it and sets a high standard of expectations for a comfortable visit. The ASURE brand was one of the first things that was developed when ASURE was started and that same branding is used on all our advertising and in printed publications. All the ASURE properties have ASURE preceding their property name as all members can see the value in the referral system that this generates. ASURE has used its branding to develop its own online booking system and has included the ASURE brand in the booking name by calling the booking system ASURESTAY.com This booking system is fully PCI compliant and takes no booking fees or commissions. ASURE will be further developing this booking site over 2014. ASURE also prints our own Accommodation Directory each year and this directory will be printed twice in 2014 to keep it current so that all guests can keep up-to-date with new properties as they join ASURE.

TESTIMONIALS “We have been in the Motel Industry for 11 years and became members of the ASURE Group 3 years ago on the recommendation of Motelier friends that were already members of the group. We have really enjoyed the journey since joining ASURE for the following reasons. The feedback that we get from the ASURE travellers is excellent. They tell us that they enjoy the fact that they are going to find like-minded Moteliers at their next stop. Once starting with the Group most travellers continue with the Group throughout their stay. Likewise, with the ASURE loyalty programme, our corporate trade has increased and most are happy to introduce new corporates to the Group. It is also great to be able to refer guests onto clean and tidy other ASURE properties. It has also been very rewarding sharing information with the ASURE property owners.” – Toni & Glenn Stafford, ASURE Palm Court Motor Inn – Rotorua

ASURE has also developed its own quality assessment system and this quality framework ensures that all properties are assessed annually to confirm ASURE eligibility. This quality system is endorsed by Tourism New Zealand, Government, AA, Travel Agents and Wholesalers. ASURE brand promises quality, friendly service and value in accommodation. ASURE currently has two apartment complexes in our group, both of these enjoying the business generated by being members of ASURE. During 2014 ASURE would like to discuss membership with Apartments and Hotels as we believe that the ASURE brand would further enhance their current business.

Do you want to be part of New Zealand’s foremost accommodation network? We welcome your enquiry regarding membership of ASURE Accommodation Group, opportunities still available in some areas. Contact one of our directors NOW, to take your business to the next level! We also invite you to contact any of our ASURE members for endorsement. Head Office: Email: Telephone:

office@asureaccommodation.co.nz 03 578 2055

ASURE Sundowner Motel, Blenheim Telephone: 03 578 2055 Managing Director: Doug Robinson ASURE Queenstown Gateway Apartments Telephone: 03 442 3599 Director: Colin Chittock

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ASURE Colonial Lodge Motel, Napier Telephone: 06 844 7788 Director: Mark Johnson

“We have been members of ASURE Group since 2010. During that time we have enjoyed and benefitted from the support and friendship that has come with being part of the group. The marketing opportunities give us exposure in areas we would never be able to afford by ourselves. The annual NZ conference and SI Regional conferences is a great way to renew relationships and learn from other moteliers experiences. The ASURE Loyalty Programme is very well received by guests. The number of people participating in the programme has grown hugely since we started and this has definitely been good for our business. We can only see it continuing to grow in the future.” – Yvonne & Graeme Hunter, ASURE Central Gold Motel – Cromwell


er energy & resources Lighting:

Show your true colours LED LIGHTING HAS EMERGED AS A VERSATILE TECHNOLOGY FOR ACCOMMODATION AND HOSPITALITY APPLICATIONS, ABLE TO SHOWCASE AMBIENCE IN ITS TRUE LIGHT WHILE DELIVERING SIGNIFICANT ENERGY SAVINGS. Today’s LED technology offers far higher levels of brightness and energy efficiency than seemed possible just a few years ago. And that is part of the challenge – even for an experienced designer, the wealth of LED lighting options now available might seem overwhelming. The decision to invest in a new or different lighting technology is of huge importance to accommodation providers and designers. Because of the energyand cost-saving potential of LEDs, facility managers are taking such matters very seriously too. LED lighting experts agree that it is difficult to find a lighting application with aesthetic standards higher than those of hotels, motels, resorts and restaurants. Colour, intensity, beam angle and light distribution must all be given due consideration. With the ever-wider variety of LED options becoming available, selecting the best source is not getting any easier. Here are five tips to help make that choice:

1: Low intensity LED lighting might have made giant strides in terms of brightness over the past few years, but that is not necessarily what a accommodation and hospitality environment needs – particularly when it comes to creating mood and theme emphasis. But one of the key benefits of good LED lighting is that it delivers only visible light, cutting out the damaging ultraviolet and infrared elements.

2. Bring out true colours Creating ambience in the form intended for their guest is the ultimate aim of the accommodation and hospitality lighting designer, but is harder than it sounds. LED lamps allow designers to select a CCT level that best matches each mood. Simple changes like adapting CCT from 2700K to 3000K made blue tones more vivid if that is desired to create a mood or enhance a theme. Bringing out that “true colour” depends upon both the chromaticity of the source and its colour rendering index. As an example, Verbatim’s Vivid Vision directional LED lamps tap into this need and are designed to meet the specific requirements of the accommodation and hospitality industries. Using proprietary VxRGB technology developed by Verbatim’s parent company, Mitsubishi Chemical Corporation, Vivid Vision ensures that colours and fine details of objects are rendered accurately. Such high contrast lighting is being deployed to bring out the subtle differences needed in features such as artworks and unique displays that are generally focal points in lobbies, guest rooms, bars and restaurants.

3: Beam angle The availability of lamps with different beam angles represents one of the key elements of control for a designer. For a given beam angle, LED lighting tends to offer a greater intensity in the centre of the beam profile. And while the combination of a small filament and precise optics in halogen lamps means that they are good for very tight spotlight distribution, LEDs featuring a wider beam angle can also be advantageous.

4: Set up a test Because of the specific nature of individual accommodation and hospitality requirements and the wealth of LED lighting options, a large hotel will likely need different sources for different public areas and rooms. Of course, there is no substitute for a practical evaluation of LED lamps rather than relying on the performance claims of data sheets. Experts recommend mocking up light sources with similar light levels with similar paint finishes and such in a test first.

5: Intelligent distribution It isn’t just about the total lighting intensity. In a nutshell: put the light where you want it, and take it away where you don’t. This approach also cuts out unwanted shadows and light spill, while glare can be reduced by pushing lenses further back in the luminaire. But watch out for ugly “scallop” shaped spots on the wall – these result from circular lenses, and switching to asymmetric optics offers a solution. By Jeanine Chrobak, Verbatim

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ACCOM MANAGEMENT GUIDE


t technology Digital Signage:

Many advantages in digital signage systems DIGITAL SIGNAGE CAN ADD CONSIDERABLE VALUE TO AN ACCOMMODATION PROVIDER, BOTH THROUGH ITS PROMOTIONAL AND ORGANISATIONAL POTENTIAL. Changing advertising, venue information and conference information on an appropriately placed LED display panel can dissolve the queue at reception, ease pressure on staff and promote an establishment’s best features. Content can be changed as required which does not happen with static signs. Digital signage can show RSS feeds of time, date, weather news and hundreds of other live feeds. The hotel can show video formats, still images or PowerPoint presentations with banners all on one display with multiple windows. Marketing and venue management teams can adapt the displays to work with the daily audience. Digital signage may well offer superior return on investment. The accommodation provider can meet with suppliers or nearby attractions and businesses to sell advertising space within the accommodation complex, creating a new income stream whilst advising clients of nearby facilities or things to do.

1) 2)

a daily notice board/information display and an eye-catching still or video imagery with up-to-the-minute information.

Carefully considered decisions must be made if that signage is to achieve its maximum potential in achieving two separate functions:

In an accommodation centre context, where many visitors with different purposes are trying to find relevant information, this dual purpose is crucial.

Even a simple digital signage system can be set to fulfill each of these functions, in one full screen display or on a multiple window display.

Comfort in the Guestroom… Visibility in the Control Room… Energy Savings in the bottom line

Unit B, 156 Bush Road, Albany 0632, Auckland

09 966 7662

info@brantasinternational.com ■ www.brantasinternational.com 24

ACCOM MANAGEMENT GUIDE


technology

A large screen in a foyer area can be set to display particular information when visitors arrive for meetings or accommodation, then revert to a more general information and advertising format slides. This could be a split display – one side listing the booked venue rooms for the day and for what company has made the booking, while the other side can display a map of the complex to assist visitors to find the correct room. This would be on a rotation with other signage and the display time can be extended on this to allow people to read the information. From a management perspective, making full use of digital signage necessitates both events management and marketing people talking to each other. Combining the signage of both departments exposes the accommodation business to new clients and visitors every day. A visitor for a conference may not be aware the property has an award winning restaurant and may return to have a meal at a later date. Or it can advertise special events, such as a Mothers’ Day lunch. A digital signage program displays information to LED screens connected to the hotel’s network. While a large foyer screen might display one campaign, a smaller screen situated outside a particular function space might only display the part of that information that is relevant to its location. And when that space is closed for the night, the panel has on board timers that can be set to turn off and on each day automatically. An advantage of digital signage is that it can be managed on-site or remotely

from a standard computer. Each screen can be accessed on an individual basis or screens can be grouped together to display common information, all from a single location. In the case of increasingly common web interface control, it can be managed from anywhere that Internet access is available. Managing an accommodation establishment entails juggling a set of routine tasks (such as bookings) and more unexpected events (like fire drills). The flexibility of digital displays can help in both cases. Displays can be planned days, weeks or months in advance to carry scheduled advertising content for instance or updated live. There are, of course, many other features that can add value to a digital signage system and the possibilities are expanding rapidly. Some of the more interesting ones include the use of triggers that enable content to display when a local action, such as a movement near the screen, is performed.

Let your guests connect and wakeup to their own music CONNEplCeT

to any Ap and other ce! mobile devi

Guests bring a lot of gadgets and these are loaded with entertainment from movies to games and the ability to ‘catch up’ on favourite TV shows they may have missed. Smart hoteliers recognise that allowing guests to easily access the In Room TV is what their guests want. Making this quick and easy via a connectivity panel is the ideal solution and it leaves the TV properly working for the next guest too! Bigger is better, they do not want to watch a movie on their Pad and certainly not from their phone. Make your guests happy, provide a MediaHub so they can access that great TV you put in for their enjoyment.

09 966 7662

www.brantasinternational.com

Unit B, 156 Bush Road, Albany, Auckland, 0632 E | info@brantasinternational.com SUMMER 2014

25

t


t technology Digital Signage:

In the context of these developments it is important for potential clients to be clear about what they want from a digital signage system before purchasing.

Understanding the basics There are many different configurations for digital signage networks. Some companies will provide a complete off-the-shelf system but often not all of the components will suit a customer’s requirements. It is likely those components will come from different manufacturers and integrating them can be tricky. For anything other than a very simple single screen system, it would be sensible to discuss requirements with a reputable local company. Before doing that however, it would pay to learn something about how digital signage systems work. Generally they consist of three key hardware components plus the content management software that runs the system. The technology involved relies on a variety of hardware to deliver the content. The components of a typical digital signage installation include one or more display screens, one or more media players and a content management server.

Screens There are panels designed to run from 16 to 24 hours a day. A standard TV is rated at eight hours per day. The key considerations are: brightness and size. Even the cheapest modern screens will provide hi-definition resolution but may lack the connectivity to be managed remotely – that is no RJ45(lan) connectivity. Screen size will be dependent on its location and the type of content to be played, for instance, what size is the area the panel will be mounted, where will the viewers be entering the area and what they will be looking for? Will they need to read text and if so, how much? If the answer is that they will be far away, then obviously the screen and any text will need to be larger.

Players Tucked away behind each screen is a small media player PC. The player requests content updates from a server and drives it through the screen via locally installed display software. When looking at players, robustness is really the key factor, particularly as it is likely to be difficult to access. Compact, fanless devices are highly recommended. Small windows 7 ce devices with solid state drives can be the best option, such as Samsung’s SBB series which mount onto the back of the LED panel. Samsung’s commercial panels have an on board media player eliminating the additional cost. Functions required by the client determine if an external media player is required.

Server Content for digital signage is stored on a server hosting a display management system. The server can be part of an existing network or hosted elsewhere.

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The server receives instructions over the Internet or via an internal network on how and what content to display, and sends them to the players. In some smaller networks, the server also functions as a player for one of the screens.

Display management system The display management system is the most crucial part of a digital signage infrastructure because it is the software that controls the digital signage system. The software is installed on a client’s computer, managing deployment and scheduling content for each player supplying content updates, deploying current media files (RSS feeds or web pages) and providing status updates for each screen back to the user. A company with considerable experience in providing digital signage systems for the accommodation sector within Australaisa is Yardley Hospitality which specialises in systems by Samsung, a recognised world leader in digital signage solutions. Managing director Paul Yardley says his company now has four offerings in Samsung’s MagicInfo suite that are designed to meet the requirements of hotels, resorts and motels. “It’s very important to choose the correct system to maximise your advertising space. This can be with existing panels on site and by implementing additional hardware or by rolling out a new solution,” he said. “Magic Info Digital Signage has three formats – Magic Info Lite (included 25 free licences per location with all Samsung commercial LFD panels); Magic Info S Premium and Magic Info I Premium. Magic Info S and I Premium require licences and additional hardware. Samsung has developed these three different programs to supply a solution based on the requirements of the user.” Mr Yardley says Samsung developed the Magic Info Digital Signage software to work with the range of commercial grade panels. “These panels have a three year on-site warranty, can run 16 hours or 24 hours per day and range from 81cm to 190cm currently with a 240cm due in early 2014. They have an on-board media player which processes the S Premium version, providing the client with a cost-effective advertising platform with RSS feed, banners, still images, power point, video, flash and many other formats all supported. All it requires is a network connection to reach into the controlling software. “Magic Info server software is designed to run on any current model PC within the location or remotely. It will use the network to distribute the content to the panels and the media player attached. All content is stored at the point of display with Magic Info. This means there is no live streaming and this does not slow down the hotels network infrastructure. Live streaming is massive files, especially when video is added,” Mr Yardley said. By Brent Leslie, Staff Reporter


technology t Television:

TV – It is here now and your guests love it! WE LIVE IN AN EVER-CHANGING DYNAMIC WORLD WHERE MANY CONSUMERS DEMAND THE LATEST AND NEWEST OF ALL CREATURE COMFORTS. Whether it is seeking the latest news bulletin, or possessing the newest product from Apple or Samsung - consumers have an insatiable appetite to be informed, educated and entertained.

James Kenny

Even with the advent of this relatively young technology and connectivity there remains a staple medium that so many of your travelling guests still utilise. It has been around for generations and has seen significant advances over the years to the point that almost every single home/hotel room in the western world has at least one of them. It is called a television. For many of us it is the major portal to the world Todd Marshall around us with its ability to bring the latest in live news from active war zones, to live sport from the other side of the world as well as entertain and inform us 24 hours a day- by simply pressing the on button. There is no need to sign-up, run cables or input passwords, you simply turn it on to be connected. Overseas research shows that about 90 per cent of all guests will turn on the TV throughout their stay making it the most powerful in-room focal point. While many of your guests may have internet access on their mobile devices, most guests would prefer to watch movies, TV shows and sport on a larger screen. Here in New Zealand this was reinforced in research carried out by Neilson TAM – TV Trends 2011 that showed that the daily average view time for every New Zealander watching TV is 3hrs 22 min …each and every day. In recent years this has been spread across all the free to air channels and pay tv channels. Looking at hotels abroad in similar markets as here in New Zealand such as Australia, the UK and USA….there appears a demand for guests to have control on how and when they watch content and dictate what they wish to watch, whether that be via on demand services, PPV or internet services. This point is illustrated domestically with among SKY’s 850,000 domestic subscribers almost half now have a MYSKY decoder that allows for the viewer to watch shows in HD quality as well as give the viewer the ability to: pause/rewind/record other channels. With the demise of analogue TV signal over the last eighteen months it has seen another option available with thousands also choosing to get a Freeview decoder that gives them the freeto-air channels via a Digital signal. As a result either SKY or Freeview homes are offering a greater range of channels than the traditional five free-to-air channels that typically existed. We will continue to see both hotel and motel operators that will continue to expand their current offering in the future with greater TV options for their guests, as we have seen in recent years. That can include a decoder-in-room solution for a motel to every room or a hotel choosing to upgrade only its executive rooms. Either way, more and more guests expect and sometimes demand the comforts of home. The offering of a decent TV experience that includes the flat-screen TV with excellent picture/sound quality and a selection of relevant channels that guests want is essential.

WELCOME SKY Business would like to welcome some of the new sites since October 2013 to our Guest Select service!

They include: • Kerikeri Park Motel, Kerikeri • 295 Tay Street Motel, Invercargill • Sofitel Hotel, Queenstown • Takapuna Beach Holiday Park, Auckland • As well as a further 6 Motels In Auckland and 6 Motels in Christchurch • Plus a further 28 other Motels throughout NZ that have also joined the Guest Select ‘family’! Call us today on 0800 759 333 to find out how Guest Select can work for your property. Check out the 350-plus sites that are enjoying the benefits of Guest Select. www.guestselect.co.nz

By James Kenny/Todd Marshall, Account Managers, SKY Business SUMMER 2014

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r refurbishment Building Rectification:

Act quickly to prevent future expense when it comes to concrete repair EXTERIOR CONCRETE CRACKS ON YOUR LARGE RESIDENTIAL APARTMENT BUILDINGS SHOULD NEVER BE IGNORED. Even seemingly insignificant concrete cracks or areas of blistering paint can actually be masking a larger problem of concrete spalling – which can become more complicated (and as a result, more expensive) the longer you put off remediation work. Concrete cracks are a normal occurrence but must be repaired immediately. It is the very nature of concrete structures to crack to a minor or major degree. Cracking indicates that the structure has been forced to absorb the energy of some form of stress. It does not mean the structure has failed, in fact on the contrary, any cracked concrete structures can be repaired effectively and, most often, permanently, provided the structure has not been wholly deformed and the original cause of cracking has been mitigated. However, it is important that even the smallest cracks are repaired immediately, as they can result in the ingress of chlorides and other minerals that will lead to concrete spalling (also known as concrete cancer). Many resort owners and managers believe that it’s sufficient to apply a flexible sealant to the cracked area but this short-term fix certainly isn’t effective, and will lead to serious problems in the long-term. Instead, best practice is to identify the cause of the cracking so that the most appropriate remediation solution can be proposed.

“...Concrete cracks are a normal occurrence but must be repaired immediately...” Examples of areas with extreme concrete cracking and spalling.

Early concrete crack detection is positive prevention. Rectifying repairable cracks will: Restore structural and/or design strength to the cracked concrete structure Eliminate serious spalling of concrete initiated by cracking and aggravated by temperature cycling Prevent corrosion of reinforcing steel and pre-stress tendons by encapsulating them against moisture or water contact Prevent water ingress through concrete structures Repair concrete architecturally without any of the unsightly surface marks caused by standard surface crack repairs There are usually two causes associated with concrete cracks and spalling: the first is close proximity to coastal areas and the second is pressure on the concrete. Identifying and preventing concrete cracks and spalling in coastal environments is important. Concrete spalling is a common issue in coastal environments due to carbonation and chloride levels and it regularly affects large apartment blocks. It is especially common when a breakdown in an area of concrete’s protective coating has occurred, since the concrete is then exposed to the elements.

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Every occurrence of concrete spalling in this type of environment is unique and must be examined by a professional to determine the right course of action. One option for the mitigation of concrete spalling is ensuring that your building has the correct coating for the environment. If you currently have areas of concrete spalling, then make sure that the appropriate coating is re-applied when the spalling has been repaired.


refurbishment r

Pay attention to the coating manufacturers’ guidelines. Typically, exterior coating lifespan is around 10 years but each brand differs slightly, so you need to know the exact details of your chosen type. We always encourage our clients to pay close attention and strictly adhere to the manufacturer’s guidelines: for example, if they advise you to have the coating checked after seven years, then do it. The exterior surface may look problem-free but there could be issues that aren’t visible to the untrained eye and these could turn more serious as the coating gradually gets less effective over the years. Additionally, coatings can only protect against the elements while they are completely intact – so if any movement cracks appear during the period then the coating will need to be repaired. Cracks and spalling are caused by pressure on the concrete. Concrete deterioration and spalling on large residential buildings can also be a result of cracks and water ingress, from constant pressure on the concrete. This pressure can be the result of a number of factors, including movement of the building, temperature cycling or energy being absorbed in places that haven’t

been designed to take the pressure. These are all common factors, especially in Australia where temperature extremes can have a significant effect on concrete buildings. If a building experiences a lot of movement, then it must be designed and rectified to enable this movement, otherwise more cracks can appear over time. One solution for this is to install articulation joints that help to accommodate this movement and reduce the risk and pressure on the concrete – thus minimising the chance of cracks or areas of spalling forming. Minimise disruption to your staff, residents and guests. The remediation of concrete cracks and spalling is extremely important, and should be carried out as soon as you see any visible cracks beginning to form. This should be done by a professional company who have the skills to effectively identify and rehabilitate the issue, and will also carry out the work with minimum disruption to your staff, residents and guests. By Scott Jensen, Sales Manager, Roof & Building Service

SUMMER 2014

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www.plumbingworld.co.nz

PLUMBING WORLD, YOUR TEAM IN BLACK. At Plumbing World, we don’t just dress in black because it looks good. We’re a cooperative; a team of kiwi plumbers who work together to get you the best deals on top-quality products. Visit Plumbing World today to find out more about our fantastic products and services – and to see our team in action.

Kieran Read Plumbing World Ambassador, World Rugby Player of the Year

Branches Nationwide Freephone 0800 800 686

Plumbing World is part of the NZPM Cooperative

bathrooms, laundries, kitchens and gas... it’s what we know


refurbishment r supplier profile RESENE NEW ZEALAND

Behind all the best finishes, is the right advice

W

e at Resene realise that the best products and colours are not enough to achieve the best finish – you also need the right

Resene have significant experience in a wide range of commercial and residential painting projects from motels and hotels through to nationwide business chains. With this wealth of experience and knowledge, we are confident we can provide whatever assistance you need to make your next coating project a success. The Resene product range includes paint, specialist and protective coatings for residential and commercial buildings. To help building professionals keep abreast of new developments in our product range we have an innovative range of project services and reference materials, including technical and specification manuals, the Resene Total Colour System, samples and online information. Choose from our extensive range of Environmental Choice approved products including innovative products such as: • •

• •

Resene CoolColour technology that is designed to reflect more of the sun’s energy keeping the coating, substrate and building cooler. Resene Zylone Sheen VOC Free and Resene Non VOC tinters, which enable you to achieve a VOC free finish on interior walls for better indoor air quality in a extensive range of Resene colours. Resene Kitchen & Bathroom paints, formulated with anti-bacterial silver and MoulDefender to inhibit bacteria and mould growth. Resene Write-on Wall Paint, a clear whiteboard style finish that you can apply over your existing paintwork to turn it into a coloured whiteboard. You can then write all over the wall without damaging the paint. Ideal for conference and breakout rooms. Resene Waterborne Enamels, ideal for trim, joinery and wet areas, with much lower odour and faster cure times than traditional solventborne products, minimising disruption to guests.

Why the professionals use Resene • • • •

Full support at all stages of the project. Complete range of coatings including: Decorative finishes; Protective coatings designed to protect substrates in aggressive environments; • Applied finishes, including waterproofing membranes and a range of textured coatings. • Technical expertise. • Innovative colour scheme development and tools – the Resene Total Colour System. • Proven track record in project services. • Quality products backed by ISO 9001 accreditation. • Written warranties. Our professional and dedicated team can provide you with expert advice, specifications and colour support.

Image is everything No matter how big or small your accommodation business is, your image is the key to enticing clients to come and stay. First impressions count and Resene can help you make a first, and lasting, impression with our extensive range of quality paints, colours and professional advice. From striking metallics and earthy textured finishes to mysterious hues, restful neutrals and an extensive range of wallpapers, Resene will help you attract and impress new and existing clients. Resene have worked with hundreds of property owners and managers to achieve and maintain their image. Let us extend this expertise to you. Fresh into our stores are The Range fashion fandeck, full of the latest colour ideas to help you keep in tune with current fashions, and The Range Whites & Neutrals, a collection of classic and contemporary neutrals that has something for all projects. We can help with all aspects of your project from colour selection and paint recommendations through to running tenders and on site inspections. Come in and see us today and enjoy the Resene difference on your decorating projects.

Quality The key to Resene’s reputation is its solid commitment to excellence and quality. Our internationally recognised quality systems and ISO 9001 accreditation allow us to guarantee our products for consistency and performance, so Resene quality is assured - every step of the way. We are leaders in providing professional advice, high quality products and superb colours - the three vital ingredients in any successful coating project. Whether your requirements are large or small, you’ll find that Resene have the service and products that are designed to suit the local environmental conditions and you.

0800 737 363 www.resene.co.nz

Please contact your Resene representative or your Resene ColorShop for further information, call 0800 737 363 or visit www.resene.co.nz. SUMMER 2014

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h housekeeping Guest Amenities:

Guests want ethically sourced, sustainable amenities AS INCREASING NUMBERS OF TRAVELLERS BECOME MORE ENVIRONMENTALLY AND SOCIALLY AWARE, ACCOMMODATION PROVIDERS ARE FINDING THEY NEED TO MEET THE GROWING DEMAND FROM GUESTS FOR ROOM AMENITIES THAT ARE ETHICALLY SOURCED AND SUSTAINABLY PRODUCED. Accommodation providers are able to access ethically sourced products thanks to the activities of Fairtrade International that runs a unique certification system that includes minimum prices ensuring the costs of sustainable production are covered. The system helps to reduce poverty and empower producers in developing countries to improve the quality of life in their communities. A spokesperson from Fairtrade Australia and New Zealand, which is a full and active member of FLO, told AMG the unique, independent Fairtrade system benefits more than six million people from 77 countries – farmers, producers, workers and their families. Fairtrade provides farmers and others in these developing countries with a fair price (the Fairtrade price) for their produce, helping to protect them from fluctuations in world market prices. The farmers also receive a sum of money, known as the Fairtrade Premium that they are able to invest in various community development projects such as educational and medical facilities.

By using Fairtrade products, accommodation industry operators are providing a new and developing supply channel for the farmers that, in turn, expands the market for the products and the benefits their sale provides. The benefits to operators of using Fairtrade products is that it provides them with a credible way to ensure their trade and the consumers purchasing their services will have a positive impact for farmers and workers in developing countries, the Fairtrade ANZ spokesperson said. The range of product categories has increased in Australia and New Zealand and now covers 19 product categories, and recognition of the Fairtrade mark has continued to grow since its implementation in Australia and New Zealand 10 years ago. As the principles of Fairtrade become more widely understood and accepted, operators across the accommodation sector have access to an increasing selection of ethically sourced and sustainable products. New Zealand-based company Health Pak Ltd, for example, produces a full range of Fairtrade beverage sachets as well as guest hair and body care products that create a revenue stream for NGOs in the area of conservation and work with indigenous youth. According to Health Pak’s Jimi Kennedy-Grant, it is currently the only manufacturer that produces a full range of Fairtrade products. “We have been producing our One Fairtrade range for almost three years; however, we have been developing ethical products for well over a decade in the form of organic and locally sourced products. Likewise, our boxed items, shower caps etc are all made using 100 per cent recycled cardboard and have been for over a decade now. When you make one million products a day, like we do, you have a responsibility to ensure you do everything within your power to minimise the impact that has on the environment.” Mr Kennedy-Grant said the One Fairtrade range had proved extremely popular as it offered accommodation providers the opportunity to get Fairtrade certified products into their rooms at a very low unit cost. “One Fairtrade started out with motels and hotels taking one or two Fairtrade items to add to their existing beverage offering to be seen to have something Fairtrade in the room but more and more we are seeing properties making a stand and ditching the non-Fairtrade products and going exclusively with the One Fairtrade range.” The increase in guest demand for such products has dramatically raised awareness of ethical and environmental issues in the supply chain for hoteliers, Mr Kennedy-Grant said. “Guests are very aware of the issues around child labour and the carbon footprint of products shipped from overseas and are looking more and more for a locally made alternative.” In New Zealand, Health Pak’s Forest & Bird range of guest hair and body care products have seen unprecedented growth since they were launched just over two years ago, Mr Kennedy-Grant said. The popularity of these products with guests has an environmental spin-off as well, with 5 per cent of all sales going to the Royal New Zealand Forest & Bird Society. The society’s development manager David Bellamy said like most charities in New Zealand, F&B had to work hard to fundraise for the income it needed to protect the environment, support the conservation of endangered and vulnerable species and “to advocate on behalf of all that makes New Zealand such an amazing place to live”.

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Looking for Fairtrade beverage sachets?

THERE’S ONLY one. Introducing ONE Fairtrade, the first full range of PCU Fairtrade beverages. But there’s more than one reason to celebrate, not only are the contents all Fairtrade certified, they are made locally and now come with a truly stunning display tray that you can get free on loan*. Making this the best looking socially responsible range of beverages out there. In fact, if a beverage range could change the world, this would be the ONE. *you need to stock ONE Fairtrade beverages exclusively in order to qualify.

Contact us for samples and pricing on 09 579 6268 ACCO Y•

DUSTR N

www.healthpak.co.nz www.fairtrade.org.nz

ION•I AT

O MM D

2014 MEMBER


h housekeeping Guest Amenities:

The Forest & Bird range from Health Pak

“We have a broad income base that includes support from a range of corporate partners that share our values. The income from Health Pak is really valuable as it helps to support our work across a range of issues, habitats and species,” Mr Bellamy said. “I think relationships like the one we have with Health Pak are absolutely essential. Beyond the financial dimension, it is important that environmental and conservation organisations such as F&B work with the corporate world to support them to develop good corporate citizenship practices. It is also about educating the corporate sector that the pursuit of a healthy bottom line and good corporate environmental responsibility are mutually reinforcing concepts and not mutually exclusive. “It is about educating the public as well that many businesses really do care about their impact on the environment and are actively taking steps to be as environmentally sustainable and sensitive as possible. Health Pak is an excellent example of this ethos and a great case study,” Mr Bellamy said. One organisation that has opted to offer ethically sourced and sustainable products in its properties is Staywell Hospitality Management Ltd. When the company converted five hotels to its Park Regis and Leisure Inn brands, it approached Health Pak looking for locally manufactured products with an ethical focus. It chose to provide its guests exclusively with Health Pak’s One Fairtrade beverages and Forest & Bird hair and body care products. Staywell’s sales and marketing director Melanie Ranoa told AMG that where the company had a choice when working with suppliers, it believed in promoting sustainability and supporting developing countries. “It is giving back support to local communities and raising awareness in the global campaign of promoting good practice in international trade. Guests support and recognise our own contribution in this social responsibility program, with some corporate entities we partner with as clients requiring that we enlist with a similar certification of participation,” Ms Ranoa said. Australian guest supply company Swisstrade has recently launched a

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range of hotel toiletries with Fairtrade ingredients, in response to what it saw as a discrepancy between the growing number of Fairtrade food and beverage products and the much more limited offering in toiletries, principal Roland Funk said. “Fairtrade products in the food and beverage sector are becoming more and more popular. Interestingly, however, they do not yet have much of a presence in the hotel bathroom,” Mr Funk said. The new Swisstrade body care range, branded as Fair Trade, was launched in Australia in November 2013. Mr Funk said his company had identified an increasing demand for ethically made products in the retail sector and wanted to expand this trend to the hotel industry. “The fair treatment and provision of fair payment to farmers and workers in third world countries is a global issue, which filters down to many facets of our daily lives. Many consumers here in Australia as well as the rest of the first world want to consciously contribute to the fair treatment of disadvantaged people around the world, and rather than donate money that often never reaches the intended recipients, accommodation providers now have the choice of doing the right thing and contribute their part by using products with an emphasis on fair trade ingredients. “This commitment resonates strongly with today’s guests and reaps rewards in various ways, such as favourable feedback on travel websites, word-of-mouth recommendation as well as return guests,” Mr Funk said. The company’s Fair Trade brand of toiletries contains ingredients with the focus on fair pay, social commitment and organic farming, he said. “The shower gel and shampoo contain raw sugar cane from Mauritius, the formulations of the body lotion and conditioner includes Brazil nut oil from Bolivia and the soap boasts avocado oil from Kenya. “The production of the raw materials used in our Fair Trade toiletries range is guaranteed to comply with international standards. Furthermore, the farming families who grow these raw materials receive an assured minimum wage, irrespective of the world market price. The added value is then used to improve the local infrastructure, education and health. “Thus, the new Fair Trade series is a true alternative for hotels whose top priority is quality while operating with economically and socially sustainable methods.


housekeeping h

sustainable products offered by their respective companies are slightly more expensive than standard products but say the quality of the products, guest response and the ethical standards underpinning their production makes the extra cost worthwhile.

The One Fairtrade Beverage range from Health Pak

Needless to say, we have also refrained from using colouring agents, parabens, silicone oils and formaldehyde releasers. Alcohols such as diethanolamine (DEA) and triethanolamine (TEA) with the potential for skin irritation are not used either. The pH-neutral formulations are very well suited for people with sensitive skin due to the natural composition, and it goes without saying, they are not subjected to animal testing.” Health Pak Ltd has worked closely with Corporate Connect AB in Australia to develop Ritual Australia, a range of guest hair and body care products made from more than six different indigenous botanical ingredients – one each from different geographic locations around the country, the company’s Jimi Kennedy-Grant said. “But most importantly, through a percentage of sales, the products will contribute directly to the work of Corporate Connect AB in linking the corporate sector to Aboriginal community projects, which seek to achieve economic independence at the local level.”

“If you are comparing them to the cheapest imported products, then yes they will be more expensive,” Mr Kennedy-Grant said. “If, however, you are comparing them to a quality product of similar features, advantages and benefits, then the cost differentials will be very small. There will always be a premium placed on these products by guests and the small increase in price actually represents outstanding value for money for the accommodation provider as the guest perception is far higher than the minimal increase in cost.” Mr Funk said that like organically grown vegetables or eggs from free range chickens, Swisstrade’s Fair Trade toiletries carry a slightly higher price than standard amenities. “However, with the inclusion of the Fairtrade ingredients and the German-based production of this range, the hotel guest is getting pampered not only with an absolutely top-quality product, but will also appreciate the ethically conscious attributes of this beautifully fragranced and presented amenities range.” By Christine de Felice, Staff Reporter

The company also produces a Ritual New Zealand range, which contains botanical ingredients from around New Zealand. “The Ritual ranges were introduced in early 2013 and we have found that hotel guests love having local products that contain ingredients that come from close to where they stayed,” Mr Kennedy-Grant said. “This is true of both international and domestic guests. They just love the idea of using something from the region they have chosen to visit and the products invariably make up an integral part of their stay.” Within the next few months Health Pak plans to launch a new range of Fairtrade bathroom amenities. “Not only are these certified Fairtrade, but the plastic bottles are also 100 per cent made from milk bottles that are collected, ground up and then we produce brand-new cosmetic bottles out of them,” Mr Kennedy-Grant said. Both Mr Funk and Mr Kennedy-Grant note that the Fairtrade and

“We appreciate Health Pak’s efforts to care for holidaymakers and travellers in a way that’s kind to nature” Forest & Bird General Manager, Mike Britton. For every Forest & Bird product you purchase, Health Pak will donate a percentage to Forest & Bird to support their magical work in protecting our native flora & fauna.

Fair Trade Amenities from Swisstrade

For free samples and pricing contact your local Health Pak distributor or www.healthpak.co.nz sales@healthpak.co.nz Phone 09 579 6268

SUMMER 2014

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h housekeeping Guest Rooms:

Creating the right environment AS A BUSINESS TRAVELER, I FREQUENTLY STAY OVERNIGHT IN MOTELS, QUITE OFTEN IN AUCKLAND. I’M OFTEN ASTOUNDED TO FIND HOW MANY OF THESE ESTABLISHMENTS FAIL TO GET THE BASICS SUCH AS CLEANLINESS RIGHT. The basics often don’t take any extra resource to achieve. Sure it might take a few minutes extra per room, but getting them right ensures your travelling guests will return time and again rather than trying the one down the road next time. It’s seldom that I stay at the same place twice, mainly because I’m still searching for the right combination of cleanliness, comfort, and price. I’m not a fussy traveller; quite often I get in late and all I need is a nice clean room to bed down in for the night.

What does a pleasant environment mean? • • • • •

It is quiet enough to have a peaceful nights rest The beds including mattress, pillows and covers are comfortable and clean and warm enough The room is clean; there is nothing more off putting to a guest to find signs of uncleanliness including hairs, insects or odours. Somewhere you feel safe i.e. good locks on the doors or ground floor windows The room is at a reasonable temperature

Your maintenance program should ensure that each one of these are addressed and quality controlled.

Steps to ensure you present the best possible Recently I stayed in a motel on Auckland’s environment: North Shore. The motel was very conveniently Noise located for me, and when I first went into the room, it looked nice and clean, and it was Obviously, in some instances, noise is hard reasonably priced at $130 per night. I was to control, but there are a few measures you hopeful that I had stumbled onto a winner can take to reduce noise in rooms that are that I would return to time and again. Shortly exposed to noise such as insulating doors and It might take a few minutes after occupying the room, however, I was windows, double glazed windows on street extra per room, but getting disappointed. I noticed strands of long hair on side rooms. the basics right ensures your the bathroom floor and when I went to bed travelling guests will return Bedding there was only a sheet and an outer cover on time and again The basic requirements for bedding include the bed, rather than the minimum of a blanket a comfortable mattress, preferably with a or a duvet. I found myself trying to rationalize mattress protector, sheets, comfortable that all it takes is one employee to not do their pillows, A duvet or blanket (to provide warmth) job properly and one of the basics has been and a duvet cover to make it look nice and to missed, but when you look at it more closely, protect the duvet; the cover is not necessarily that is part of management’s role; to ensure to provide warmth. that staff have bought into the entire notion of providing a first class service and the best Cleanliness possible experience for the guests. On top of that there needs to be some Although relatively easy to get right, this is one area of the environment sort of constant quality-control process so that you know whether or not your where lower tier hotels most often miss the mark. The furnishings should staff are maintaining the standards that you yourself would like to present to be dust free, there should be absolutely no residue left from previous your guests. visitors, e.g. hairs, you should be able to see that the carpets have been So let’s look at the core of what you are trying to provide as an well vacuumed. Without implementing a thorough quality control program accommodation provider. At the heart of it, is a pleasant environment for (whereby you randomly check the work of your cleaners) there is no way of knowing whether your staff are maintaining the standards you expect. someone to spend the night in.

Don’t let insect pests ruin your customer experience... Contact us today for a FREE trial 36

ACCOM MANAGEMENT GUIDE

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housekeeping

Insect and rodent pest are part and parcel of the accommodation industry – signs of them in your rooms is a sure way to ensure guests will not return. You need a programme that you either carry out yourself or outsource to professionals. Bad odours can seriously damage the reputation of your establishment; make sure your equipment (such as urinal flushers) is working correctly and cleaned regularly and use an odour neutralising system if needed.

Security The hotel mentioned above had a lock, but the old security chain was broken and when the door was closed I wasn’t entirely sure that it couldn’t be opened from the outside. Give your guests piece of mind with decent locks on the doors and windows if they are on the ground floor open to the public.

Temperature This is an easy one in terms of solution, a good heat pump or air conditioning system, but all too often, especially in winter, accommodation providers fall short as they try to cut costs, with a heating or cooling solution that leaves the guest unable to feel comfortable in the room. A good idea is to spend a night in one of your rooms to see how you feel with the temperature control provided. As with most things in life, whether it is in sport or in business, getting the

basics right is often all you need to do to outperform your competitors. In the accommodation industry; providing your guests with a comfortable bed in a room that is relatively quiet, clean, and secure are the basics that need to be executed well in order to keep your guests returning to your accommodation. For your business to be superior, you need to come up with a system for providing these basics in the first instance (e.g. purchasing the correct bedding), as well as a system for maintaining them all year round (e.g. a quality control system for cleanliness). By Nicholas Schnell, Ecomist

TEXCO ACCOMMODATION Practical solutions - for quality, comfort and design The Premier FastDry® range offers the latest technology in Bath Towels, Hand Towels, Face Cloths, and Bath Sheets. The Premier FastDry® range are more cost effective, durable, and of a higher quality than conventional towels. Using this range will help you reduce your energy costs and provide your customers with the best quality solution.

All products are 20% faster drying, 44% stronger, 20% longer lasting. Give your customers the ultimate experience in luxury and comfort, for more details, and a sample contact the Texco team. PHONE: 0800 925 377 / 09 820 1960 FAX: 0800 925 373 / 09 820 1961

info@texcointernational.co.nz www.texcointernational.co.nz

7 Copsey Place, Avondale Auckland. 8.30 - 5.00pm

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h housekeeping Guest Amenities:

Keeping things simple ALONG WITH FRIENDLY AND PERSONALISED SERVICE, WHAT CAN SET YOUR ACCOMMODATION APART FROM ITS COMPETITORS? For one thing, the range and choice of amenities that you offer to your guests can have a serious impact. Guests love amenities: they like to discover surprises when they open the door to their room and they crave luxury. To keep your guests interested you need to make an effort to provide more of they want and less of what nobody will miss. You can do this most effectively when it comes to choosing the right amenities. High-end guests expect to be spoilt and pampered; nothing says indulged more than being offered a beautiful array of complimentary soaps, shampoos, cosmetics and other personal items. A clever choice of luxury products can make even the most ordinary accommodation feel more luxurious as the more indulged a guest feels when using the products, the more memorable their experience will be. The most discerning guests expect more than just a home away from home experience when visiting a luxury accommodation: they demand sophistication, quality, decadence and even something unexpected. Can upgrading to fancier toiletry lines really help you boost your accommodation’s appeal to travellers and enhance its reputation? Some popular accommodation chains believe that it can. For instance, a hotel that partners with an exclusive salon brand of hair care product can offer guests the confidence and familiarity of their favourite brand. Guests increasingly expect much more from their amenities package and a familiar branded amenity can make a huge impression on those travellers who already stock their bathroom with high-end brands. However, branding is not just about providing your guests with familiarity and confidence, it is also about how you project your accommodation’s social and corporate accountability. Providing the right brand of amenities can go some way toward

The Robanda amenities universal range from South Pacific Amenities

showcasing the philosophy of your business. When choosing the perfect brand match for your amenities, it is a good idea to make a list of which brands reflect your business philosophy, then cross match those against a profile of a typical guest’s brand preference. Finally, you must look at what your closest competitors are offering and go for something a bit different or, ideally, more superior. Most importantly, you need to find a trustworthy industry supplier. Generally, most high-end accommodation providers are very conscious about the choice of amenities and brands they offer their guests. You should aim to use premium brands in order to keep your guests happy and ensure their return, time after time. However, when it comes to mid-market or boutique hotels, this may not be the case, due to the current economic climate. The cost of gifted products may well be an issue for less-expensive providers and it may be necessary to reduce the quality of the amenities range on offer or indeed provide nothing at all.

The Natural Earth range from Health Pak

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housekeeping h supplier profile GILMAC NZ LTD

Amenity ranges that leave a lasting impression

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menities are extremely important. How amenities look, smell and feel is of great importance to the lasting impression of a guest’s overall experience and adds a wow factor. We believe there is a definite worldwide trend toward the up spec of the quality of hotel amenities and we are seeing the same trend appearing in New Zealand. Gilmac NZ currently offers over 13 amenities ranges, most of these are environmentally friendly options. Within our “Nature’s Philosophy” range all the tubes are made from degradable plastic and the soaps, vanity kits, shower caps, dental kits and shaving kits are all supplied in unique recycled non woven pouches – this is the only range available in New Zealand that has this non woven option. A product not only needs to look gorgeous on the outside, but also smell wonderful.

40years

At Gilmac our policy is for our products to have the highest quality ingredients, but also at affordable prices.

Supplying

We can provide our customers with any special ingredient or scent that they may require, as our specialty is in the customisation of amenities. Each of our amenities ranges is uniquely different – encompassing different design, sizes and packaging styles to suit all accommodation providers needs. We feel that amenities will continue to evolve with the introduction of new packaging styles and material options. Amenities are all about pampering your guests so that they have a memorable stay and leave a lasting impression.

the

Hospitality

Industry SUMMER 2014

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h housekeeping Guest Amenities:

From my recent experience as a guest travelling in Europe, down grading amenities is a huge mistake. I recently stayed with two large budget hotel chain competitors - both guest rooms cost exactly the same amount and both were clean and comfortable but one hotel chain provided basic good quality natural products in refillable containers: a natural body wash, a conditioning shampoo and small quality toothpaste; the other provided nothing but a small bar of soap. Which hotel do you think I then chose to return to again while on my touring holiday? Good quality amenities equal customer satisfaction and in a competitive market, keeping your guests happy will most definitely make the most difference to your bottom line. When considering what type of amenities to provide for your guests, it’s not always about luxury. Guests want good quality products, not necessarily the most expensive and they are increasingly more aware of their impact on the environment. Modern guests are also generally more health conscious and aware of the dangers of chemicals that lurk in some products. Therefore, they tend to look for natural, organic, sustainable ingredients as well as recyclable packaging.

The Nature's Philosophy range from Gilmac NZ

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ACCOM MANAGEMENT GUIDE

A growing expectation from guests is that more ecologically friendly products should be provided. A study by Gilchrist & Soames, a leading luxury hotel amenities company that services properties around the globe, identified toiletry trends in 2013. According to Tim Kersley, senior vice president with the company,


housekeeping

“Hoteliers will be continuing to focus on packaging, formulations and options for sensitive skin.” They discovered that guests want greener packaging options, natural ingredients and credible formulations form their toiletry collections and cosmetic ranges. As the industry follows its guests’ ever The Ecorite Collection range from South Pacific Amenities evolving tastes and comes to realise the accommodation point of difference may be showcased through its amenities on demand to aid your guests’ sleep. Alternatively you could provide a collection, the companies supplying amenity products will have to range of unique locally handmade potions and lotions to surprise and continue providing more varied and exciting choices. The opportunity for delight. Then, there is my personal favorite idea, the gift of antimicrobial, accommodation providers to select, change and upgrade their amenities eco-friendly, and all-natural neem twigs like those that are handed out at package is essential. So you have done this, you have made a change, hotels in India, for guests to brush their teeth. No? You aren’t convinced you have identified your “matching” brand and you have provided your by these very unique ideas? Perhaps there is a simpler solution. guests with more green choices but you are desperate to stand out from You can stand out from the crowd simply by providing that extra special the crowd. How do we stand out from the crowd? I hear you cry. high quality choice in your amenity range; you know the one your guest You could implement some more unusual amenity ideas... Perhaps really wants! Perhaps that old acronym KISS applies here, Keep it simple you could introduce a soap concierge to provide your guests daily with stupid, and simple is exactly what your guest is looking for. a choice of fresh handmade soap. Or perhaps you could employ a By Mandy Clarke, Staff Reporter sleep concierge to provide different types of pillows and essential oils

The worlds largest manufacturer of coin operated and commercial laundry equipment

Factory Backed Finance Available

0800 77 333 7

sales@speedqueen.co.nz | www.speedqueen.co.nz SUMMER 2014

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h housekeeping supplier profile SOUTH PACIFIC AMENITIES LTD

SPA Essentials Collection

New Ecorite Collection

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coRite – a Green Collection. Leave a lasting impression on your guests, not on the environment. The Green Collection, high-quality formulas in biodegradable packaging A really Green Collection Paraben Free, product formulas, Eco-friendly packaging, Clean, refreshing cucumber melon fragrance, Collection Contains: Shampoo – 1oz / 30ml, Conditioner – 1oz / 30ml, Bath Gel – 1oz / 30ml, Body Lotion – 1oz / 30ml, Soap – 20g & 35g (Sachet Wrapped). South Pacific Amenities Ltd are proud to launch Robanda Amenities ranges here in New Zealand. Robanda is a beauty specialist company, and have created a new amenities division to offer Environmentally Friendly Packaging (EFP) and paraben & sulphate free formulas. The products are produced with ISO & GMP manufacturing standards, and offer co-branding and full custom capabilities.

ew Spa Collection by Robanda – distributed by South Pacific Amenities Auckland. Spa Essentials, is an aromatherapy experience reviving and restoring your well-being. The Spa & Salon Collection, formulated with moisturizing ingredients and relaxing scents. Spa & Salon Collection, Paraben & Sulfate Free, Scented with rosemary & mint, Made with eco-friendly packaging, Soap specially created with moisturizing ingredients. Experience its relaxing and spa-like benefits, Easy to use flip top tubes, Collection Contains: Shampoo – 1.35oz / 40ml, Conditioner – 1.35oz / 40ml,, Bath Gel – 1.35oz / 40ml, Body Lotion – 1.35oz / 40ml. South Pacific Amenities and Robanda ranges now here in New Zealand. Robanda is a beauty specialist company, and have created these new amenities to offer Environmentally Friendly Packaging (EFP) and paraben & sulphate free formulas. All products produced to ISO & GMP manufacturing standards, and offer co-branding and full custom manufacturing.

Eliganti Care Collection

E

New! Universal essentials

liganti - Care Collection, a classic inspired collection blending sophistication and affordability.

The Care Collection, is a paraben free, cost-sensitive option. Fresh citrus fragrance, this collection contains: Shampoo – 0.75oz / 22ml, Conditioner – 0.75oz / 22ml, 2 in 1 Shampoo/Conditioner – 0.75oz / 22ml, Body Lotion – 0.75oz / 22ml, Soap – 15g, 28g (Sachet Wrapped). South Pacific Amenities Ltd are proud to launch Robanda Amenities ranges here in New Zealand. Robanda is a beauty specialist company, and have created a new amenities division to offer Environmentally Friendly Packaging (EFP) and paraben & sulphate free formulas. The products are produced with ISO & GMP manufacturing standards, and offer co-branding and full custom capabilities.

S

outh Pacific Amenities are proud to launch Robanda amenities universal range of bathroom essentials, a Shave Kit, a Dental Kit, a Shower Cap, a Grooming Vanity Kit, a Massage Bar uniquely a hand sanitizer and a deodorant. These products are produced with ISO & GMP manufacturing standards, and offer co-branding and full custom capabilities.

For more information product details and prices please contact: South Pacific Amenities Ltd on 09 274 5873 or info@southpacificamenities.co.nz or visit www.southpacificamenities.co.nz

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Celebrate, Experience, Revive

Above EcoRite – a Green Collection. Leave a lasting impression on your guests, not on the environment. The Green Collection, high-quality formulas in biodegradable packaging A really Green Collection. Paraben Free, product formulas, Eco-friendly packaging, Clean, refreshing cucumber melon fragrance, Collection Contains: Shampoo – 1oz / 30ml, Conditioner – 1oz / 30ml, Bath Gel – 1oz / 30ml, Body Lotion – 1oz / 30ml, Soap – 20g & 35g (Sachet Wrapped)

Contact South Pacific Amenities Ltd info@southpacificamenities.co.nz or phone 09 2745873


h housekeeping supplier profile HEALTH PAK

Therapy Range

Natural Earth

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R

You told us that you wanted a retail brand to launch a New Zealand made guest hair and body care range exclusive for hotels and motels, well the wait is over, Introducing Therapy Range Manufactured in New Zealand by Health Pak for The Aromatherapy Company. Naturally the hair and body care products are all made right here in New Zealand. The range has everything from bottles to soaps to bath salts and vanity kits and pretty much everything in between.

We’ve decided to make our Natural Earth range even better. Not all honeys are created equal, and we’re upgrading our formulations to contain only the very best there is, AMH!

Forest & Bird

Ritual Aotearoa

e’ve come up with some pretty innovative stuff in the past, but we reckon this is without a doubt one of the most exciting things we’ve ever developed.

ecycled and recyclable packaging combine with salon grade formulations containing AMH Manuka Honey to bring you an environmentally conscious range.

In what we believe to be a world first, we are manufacturing our Natural Earth hair and body care products using Active Manuka Honey.

We appreciate Health Pak’s efforts to care for holidaymakers and travellers in a way that’s kind to nature” Forest & Bird General Manager Mike Britton.

W

ith indigenous active botanical ingredients sourced from virtually every part of the country, Ritual represents the dynamic fusion of modern cosmetic science with traditional healing remedies.

Every time you use one of these products a percentage of its value goes directly to Forest & Bird to support their invaluable work in protecting animals and wild places, on land and in our oceans. All plastics are recyclable, all formulations are biodegradable and all the products will help us to help nature.

Designed to care for both domestic and international guests wanting to experience the very best that New Zealand has to offer.

For samples and pricing, please contact your local Health Pak distributor www.healthpak.co.nz, sales@healthpak.co.nz or call 09 579 6268

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ACCOM MANAGEMENT GUIDE


Make your stay more therapeutic with our natural Therapy Hotel Range These NEW therapeutic hotel products are designed to make your stay relaxing and to naturally pamper your mind, body & soul. Nourish your wellbeing with these natural products, made in New Zealand using natural ingredients from sustainable sources. We work hard to make sure our products keep New Zealand beautiful. M ADE IN NEW ZEALAND

www.thearomatherapycompany.co.nz

For samples and pricing, please contact your local Health Pak distributor www.healthpak.co.nz, sales@healthpak.co.nz, or call 09 579 6268.

FREE

FROM

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h housekeeping Guest Amenities:

Trends in hotel amenities CHANGE IS INEVITABLE, ESPECIALLY IN THE HOSPITALITY INDUSTRY AND THE HOTEL AMENITY TRENDS IN 2014 MIGHT LEAVE HOTEL GUESTS FAMILIARISING THEMSELVES WITH AN ENTIRELY NEW HOTEL EXPERIENCE. Recent news reports indicate that some hotels are no longer providing traditional in-room amenities, like the mini-bar. ABC News reports the first mini-bar made its debut in a Washington DC hotel but the home of the expensive and tiny bottles of alcohol might be a thing of the past. A recent TripAdvisor survey found that only 21 per cent of participants listed the mini-bar as an amenity they care about. Popular accommodation chains like Hilton, Hyatt and Marriott have announced they are phasing out the mini-bar, deciding the cost of the mini-bar is greater than the benefit. Other in-room amenities might be going the way of the mini-bar. The Wall Street Journal global trend reports show that certain hotels may now offer basic toiletries, such as shampoo, conditioner and soap or body wash as a luxury, not a standard. That means future hotel guests might have to pay for something that was once considered a complimentary staple in a hotel room. Logic would suggest this is a cost saving strategy however, when you consider the cost at room level per night, eliminating bathroom amenities is often a saving of less than $1. Unlike the mini-bar, I predict many accommodation providers will weigh the saving against the cost to the guest experience and ultimately come to the conclusion that eliminating or even reducing guest amenities from hotel bathrooms isn’t logical. While tiny shampoo bottles might be gone in the New Year, guests will likely come across new in-room amenities such as dumbbells or jump ropes. Hotel brands from Kimpton to JW Marriott are increasing their health and wellness options that guests can enjoy in the privacy of their rooms. Omni Hotels’ Get Fit Kit offers exercise equipment such as stretch cords and kettle bells to loyalty guests who have made this request in their profile. Today, the hotel guest is increasingly seeking a health and wellness experience and that extends into traditional amenities as well. Bath and body products are no longer just about nice bottle shapes and pleasant fragrances. Shampoo, conditioner and lotions must also appeal to the guest's overall experience and make the guests feel their wellness is better off because they’ve used the product.

While tiny shampoo bottles might be gone in the New Year, guests will likely come across new inroom amenities such as dumbbells or jump ropes.

Many accommodation providers have unsubstantiated claims that they reduce their negative impact on the environment. They do so to bring in responsible hotel guests but never back up their claims. Product claims should continue to be better validated and tested. It is the responsibility of the hotel guest to ensure hotels validate their claims to keep them accountable. It is also the responsibility of the accommodation provider to be 100% Michael Matulick transparent in their sustainability efforts. Product development will continue to be driven by the true innovation and leaders within each respective product category. It’s no longer just about the product but about the packaging materials, the supply chain footprint, the waste mineralization, and the carbon impact, among other environmental factors. Environmentally conscious guests might be happy to know that the newspaper delivered to their door every morning might not have to be printed, since it might be replaced with an iPad. Some accommodation providers are offering guests tablets loaded with daily newspapers, hotel information and the ability to make reservations to on-site hotels. It’s part of a tech savy trend that makes free wi-fi a given. A SmartBrief survey in September 2013 shows that nearly 57 per cent of travellers will not book a hotel if it doesn’t include free wi-fi. Another 26 per cent said they would only do so if they can write it off as a business expense. In 2014, hotel guests can expect greener and leaner hotel amenities. In the changing landscape of hotel amenities, the challenge is not just to embrace that change, but to champion it. By Michael Matulick, CEO, Concept Amenities

The importance of health and wellness extends beyond hotel guests themselves. Recent surveys find that guests prefer hotels that appear to contribute to the Earth’s well-being and sustainability. Accommodation providers all over the world are going green in the amenities they offer. Some accommodation providers now supply free parking to guests who arrive in hybrid cars. Amenities in guest rooms are also becoming more eco-friendly, sourced from natural ingredients and with earth-friendly packaging. Choosing accommodation complexes that are environmentally conscious is more than just about feeling good. Hard facts show 95 per cent of bathroom amenities waste will end up in local landfill. With this clear understanding, a handful of guest amenities suppliers support new biodegradable packaging that has replaced regular plastic materials. However, guests wishing to do their part for sustainability should proceed with caution. As the industry continues to improve its awareness and education around eco-friendly products, hotel guests can continue to expect a “green wash”.

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Hotels want eco-friendly amenities, with earth-friendly packaging and formulations. Featuring Eartherapy by Concept Amenities.


housekeeping h supplier profile ASTRO HOSPITALITY

Eco fresh®

French Connection

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co fresh® is a complete collection of guest amenity essentials designed to cater for all your personal needs.

This comprehensive range allows you the option to select the right size and packaging to suit your specific needs.

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riven by innovation and evolution, French Connection is always on the lookout for exciting new areas to expand. Through unique designs and a true sense of style, our branded toiletries have been highly successful since 1995. The clean and contemporary packaging enables it to blend into any style of bathroom, echoing a fashionable, timeless lifestyle.

Why your guests will love Eco.fresh®: -

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An invigorating citrus fragrant sensation infused with a sweet lemon blend including green notes and florals creates a refreshing sensory indulgence while cleansing. Liquids and soaps have been formulated with essential ingredients to maintain moisture for clean and healthy skin and hair. Paraben free formulations minimises skin irritations for guests with sensitive skin. No animal testing is conducted on any finished product. Environmentally responsible packaging supports a sustainable planet for future generations.

Why your guests will love French Connection: -

The range of indulgent and pampering body products is fragranced with a floral blend of grapefruit, jasmine and vetiver creating a fresh, versatile fragrance for everyday use and well-being.

-

The scent, developed exclusively by world-renown fragrance designer Jo Malone for French Connection back in the late 90s, remains a true classic, creating a sense of serenity and purity from head to toe.

-

Paraben free formulations minimises skin irritations for guests with sensitive skin.

-

No animal testing is conducted on any finished product.

-

Environmentally responsible packaging supports a sustainable planet for future generations.

“We have used nature’s finest combination of Aloe Vera & Lanolin to provide care for both skin & hair.”

ContaCt us now

2 in 1 Conditioning Shampoo, 25ml Refreshing Body Wash, 25ml Soothing Moisturiser, 25ml Pleat Wrapped Soap, 20gm

to ReCeiVe youR fRee SAMPLeS 0800 466 966 | sales@astro.net.nz | www.astro.net.nz

Available exclusively from

SUMMER 2014

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hr human resources Training:

Go hard on soft service skills IN TODAY'S WORLD, A LOT OF TIMES WE THINK HARD IS BETTER. WORK HARD! PLAY HARD! DRIVE A HARD BARGAIN! Hard may mean strength such as "hard as a rock" versus soft that may seem weak as in "don't be a softy". Apples taste better hard and to many peoples' tastes, so does cheese. There may be lots of things that work or seem better when they are hard but when it comes to service, it's the soft skills that will enable the most memorable results, not the hard ones. Don't get me wrong... hard skills are essential and important and will get the job done. But, it's the soft skills that will make the emotional connection and inspire the lasting impact most hospitality leaders desire. In service and even in hospitality curricula, hard skills are often the focus for training and education to deliver effective job performance. Hard service skills include efficiency, responsiveness and accuracy as examples. They include the technical and operational actions needed for any one job role or task. They include the procedures and responsibilities in job duties and descriptions. They consist of the established systems and processes to deliver services and amenities to guests. This includes things like the system used to take reservations, the procedures followed to check-in a guest, the processes followed to maintain the property, the workflow of preparing for a banquet, and the like. Hard skills focus on the systems, tools and methods used to deliver your products and services to guests. For instance, front desk agents may have outstanding hard skills; they can manage check-ins and outs, obtain customer payment data and assign rooms. They may be able to multi-task phone calls and guest inquiries so there is not much wait time. They may have good job knowledge and be able to handle several job duties leading to smoother operations. But... if they seem rushed while doing those check-ins, if they seem more focused on getting the service done versus making a service connection

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ACCOM MANAGEMENT GUIDE

while doing it, and if they seem indifferent or insincere, their excellent hard skills are diminished and may result in a less than excellent guest experience and/or a poor review. Soft skills are the behaviours that directly impact guest impressions and feelings. These behaviours have the opportunity to cause positive, negative or indifferent reactions. These behaviours include communication styles, both verbal and non-verbal, attitudes, Roberta Nedry teamwork, awareness, authenticity, empathy and even leadership amongst others. Soft skills showcase the personal side of service and how team members use their attitudes, behaviours and verbal skills to interact with guests. The personal dimensions of service are the way employees greet guests, the manner in which they listen to their needs and requests, and the care they take in each touch point. It's the emotional experience that they create for guests! It's how they make them feel! Soft skills in service go directly to the right side of the brain and trigger the neurotransmitters that produce reactive emotions to any one service touch point or service experience. Hard skills will get there too but they will take the indirect "logical" route via the "left brain" and not be as powerful for making the emotional connection. The right brain features abilities such as reading emotions, expressing emotions, intuition and creativity. Understanding how to tap into this side of guest and even employee brains presents strong opportunities for stronger experience connections. Consider soft skills, the behaviours and personal side of service, as a train, headed for an emotional destination - the brain.


human resources hr

The Heathrow Express in London can get you to London in 15 minutes, with no stops. Other forms of transportation such as buses, the tube, limousines and taxis will also get you there but they will take longer with many stops and traffic. Soft skills take guests right to the brain's emotional reflex. They are the express train for service, especially exceptional service! Hard skills will get them there eventually but may be with less impact and possibly more aggravation. They will also not yield the rewards that the triggering of positive emotions will do via this direct route. Recently, my newspaper was delivered with the following message on the outside of the bag. I had never had any message from my newspaper delivery person so this was a startling first message to receive: "If your water is on, I'm not going to walk through that." The newspaper was delivered on time and to the right destination. The hard skill of efficiently and promptly delivering my newspaper was achieved. However, this abrupt, scolding message counteracted that and caused me to feel annoyed and displeased with this delivery person's attitude and communication. He did not understand a key behaviour in communication style, even using only a few words. His intent may have been to inform and alert me to how he could be better with his service. Instead, he caused a negative reaction and in turn a poor reflection of the newspaper. He could have definitely learned more

about the "soft touch" in both service and newspaper delivery by simply wording this message differently and communicating a positive message resulting in a win/win for both of us. So, if soft skills have the power to penetrate and create memorable service experiences much more than hard skills, why are they neglected or less emphasised in hospitality training and accountability? It is the soft skills that will generate guest loyalty and positive reviews. How guests are treated will yield a greater impact than what they were treated with during their stay or their experience. How often do accommodation providers spend time training their employees in how to treat guests and how various emotions are triggered and each touch point and contact opportunity? Do hospitality leaders understand those soft skills themselves and are they able to demonstrate those behaviours in their daily actions and management with employees? Employees need to be on the receiving end of those soft skills as well so they can "feel" what it's like in their own brains and be able to better relate to guests wanting the express train to positive emotions. Roberta Nedry - is president of Hospitality Excellence, Inc, leaders in guest experience management. Ms Nedry has developed a unique 3D Service methodology to take guest service to the next level. Her firm focuses on guest, customer and client service, the concierge profession and service excellence training for management and frontline employees.

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ss safety & security Internet:

How safe is your money when online? IN THE VEIN OF CURRENT POLITICAL UPHEAVALS REGARDING PHONE TAPPING AND EFFECTIVE DATA THEFT AMONGST OUR ALLIES, COMMERCIAL ENTITIES ARE NOT EXCLUDED. Mobile phone technology makes tracking of individuals dead simple. As we move our phones select the nearest phone tower to maintain our service. So if one knows the location of each tower that has its own unique ID then we can play "join the dots" to track our movements and whereabouts. "Simple!" Internet security has become the largest threat potentially confronting not only large organisations but also you and me. This point was driven home as the Christmas period approached. A string of rather spectacular and major security breaches were discovered in fairly quick succession. The first of these was Adobe. We all probably use their PDF reader but others in the graphics business or code development stream use quite a number of what are deemed to be the top of the range products for these applications. In October 2013 the estimated number of customers affected was revised to 38 million from the earlier assumption of 2.3 million, a staggering number; and to make matters worse Adobe’s most current advice indicates that data stolen included customer passwords, ‘encrypted’ credit card numbers and the source code for some of its products. Source code theft leads to future problems as it allows malware to be written so that it readily interfaces with the official software thereby creating a further level of breach sophistication. Nobody is ignored. Users of online dating website Cupid Media were advised that a breach of its customer data, from as far back as January 2013 has been discovered, involving as many as 42 million customer records. The records stolen include customer names, email addresses and unencrypted passwords. The stolen data was discovered in November 2013, in the same location where data dumps from other recent breaches were found, including the recent Adobe breach. Cupid Media has indicated it initially took action following the January breach to reset customer passwords and introduce password encryption but, following the current publicity, it has stated it is now, “double checking that all affected accounts have had their passwords reset and have received an email notification”. Cupid Media also indicated that the 42 million records likely included old and inactive user accounts. Users of Cupid Media were advised to change their password. Users were sensibly advised that if they used similar logon information for other online services, they should also change these – ensuring they are unique. The frightening fact, which was quickly revealed, showed that nearly 2 million accounts for Cupid Media used the weak and easily guessed password “123456”. As with other large scale breaches such as the Adobe breach, the likelihood of people reusing their password on other services is also, unfortunately, high; and when combined with a name or email address, it is a simple matter for hackers to seek other online services where these credentials are enough to gain access. And then there are botnets! Cyber criminals have used a botnet to steal logon information for approximately 2 million people affecting a variety of sites including Facebook, LinkedIn, Twitter, Google and payroll service ADP. The stolen credentials are not believed to have been publicly posted, they were discovered by researchers from security firm Trustwave, who were able to access a command and control server used by the attackers to

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administer the botnet. Botnets are networks of computers, called bots, that have been compromised by cyber criminals. The computers could belong to anyone connected to the Internet, from home users to businesses – including yours. Unlike a more traditional breach where data is stolen from a company’s website by hacking the site, this botnet stole the logon information from each of the individual computers in the botnet and then sent that information back Arvo Elias to the command and control server. In this case, malware known as Pony was used to compromise each of the computers to form the botnet. The malware captures information as the user enters it online. It is for these kinds of reasons that I have long ceased the practice of scattering my financial information all over the web as would happen particularly when shopping on line. I use PayPal to pay for my purchases and also use it to invoice my clients. It really is all very simple for both ends of a transaction. Logon and have a look if you are not familiar with this service. And this is where my story really starts. The value of this service was demonstrated when clients attempted to pay my invoiced amounts. It did not take long before several complained that they were unable to pay me via PayPal. Ha! Was this another version of "the cheque is in the mail"? I know and trust my clients and therefore this couldn't be avoidance or a coincidence. But what was going on particularly since two of them were veteran users of PayPal? The story spun out with emails from PayPal quoting secret numbers to be used as email subject lines or, as in one case, a phone number that would only be answered once after which time the line would shut down. Another episode required my client to prove his identity by presenting passport and social security information at the post office. All this for a few small amount transactions? This was becoming quite James Bondish and was very cloak and dagger stuff. Frustration to start that became an appreciated act when things were explained by PayPal. The transaction amounts turned out to be unusual for these users and were picked up by PayPal's monitoring system. That in turn resulted in the debit side of the transaction being blocked. All to ensure that my clients financial records had not been compromised and not now used for nefarious purposes. My clients ended up being quite impressed despite their initial ire. Once satisfactory ‘proof of legitimacy’ were provided things again flowed smoothly. To me this hiatus gave considerable comfort in at least this web based system. I had assumed that larger amounts may have to be involved before such actions occurred; but no, amounts of less than a hundred dollars also rang bells. I hope that all financial dealers have their electronic inspectors on the ball just as PayPal demonstrated. This pleased me immensely since quite a number of clients have had such payment setups included in their web sites. Now I can vouch for their effectiveness and value. I would urge you all to be warned and reassured by this little real life tale. By Arvo Elias, Cybercons


safety & security ss Guest Security:

Terrorist attack – here? GUEST AND STAFF SECURITY TOP THE ACCOMMODATION MANAGER'S STRESS LIST. BUT FEW CONSIDER TERRORISM A REAL THREAT IN NEW ZEALAND. Also, far from terrorism being a major concern for the average guest, intruder invasion, property larceny and ID theft are more of a worry than any politically-motivated bomber. But terrorists are increasingly targeting hotels because of the worldwide attention such attacks receive. It is the fear of accommodation providers worldwide and, in particular, where major events are underway. So should it be of major concern to the average kiwi accommodation manager? When terrorist attacks occur, security becomes a very serious priority. When peace resumes the focus comes off security. When an accommodation complex is violated by a major crime, the focus switches back to security factors. Accommodation security is not simply a necessary financial and time engulfing burden that most be paid for but, if used properly, security is a powerful marketing tool that can bring people to one's accommodation complex, location, attraction or community. Security in accommodation complexes is multi-faceted. First you have the guest security as paramount - entry, public areas (especially car parks), front desk (ID) and guest rooms need ultra protection. Secondly, accommodation managers need to ensure staff and other visitors are adequately protected. Thirdly, there is the security of the premises and administrative functions that need to be secured. How the achieving of security in an accommodation complex is managed depends on the size of the property, the avenues available for a crime to be perpetrated and the amount of risk due to locality, history and criminal activity potential. Obviously a smaller six-unit motel in a quiet suburb or in regional area poses less of a problem than a 500 room international hotel in a CBD. But the principles are the same - just a matter of scale. A guest in a smaller six-unit motel in a quiet suburb has just as much chance of being violated in some way as one in an international hotel in a major city. Security - do you do it yourself (hoping the police will arrive in an appropriate time), employ security staff or outsource to security professionals? The former should be a no brainer - no! The problem of using your own security staff largely comes down to training. Many of them are given nothing more than a uniform and told to go out and meet the public. This lack of training is clearly not the way to handle hospitality security and often causes more problems and nightmares than help. Accommodation security is just so multi-faceted: different people, different cultures, different languages, different understandings... and worse, different circumstances. There exists a belief that security personnel should be neither seen nor heard in some quarters, yet today's savvy guests appreciate the need for such obvious protection and are generally grateful for their presence. Indeed, it can be quite a marketing tool if applied subtlety. The reality is that guests are more likely to be subjected to acts of petty crime, personal violation and violence in an accommodation complex

A guest in a smaller six-unit motel in a quiet suburb has just as much chance of being violated in some way as one in an international hotel in a major city.

than from terrorist acts. Accommodation providers must be aware that tourists are lucrative targets - they are on vacation, relaxed, focused on enjoyment and carrying large sums of cash, credit cards and other valuables. They are in unfamiliar territory and present themselves as perfect targets for crime. Tourists are less likely to report crimes, thus crime figures do not reflect reality. What they will do is turn to social media, thus creating a marketing nightmare for the place in which they were victimised. Visitors rarely are willing to return to the crime's location to testify. Guest security is more than merely having police patrols pass by once a night or a burly bloke in a uniform on site. Security depends on professionals who are well trained, who understand the importance of customer service and how to differentiate between the security for individual guests and for visitors attending functions, conventions and events. But management and staff play a huge role in guest security. Housekeepers, those employees who spend a considerable amount of time in hotel hallways and guestrooms, need to be trained to keep an eye out for suspicious behaviour. Housekeepers should not be afraid to challenge people they see in hallways to show room keys. Housekeepers need to keep their eyes open for suspicious activity in guestrooms like noticing something unusual about a piece of equipment or luggage. This also applies to front office staff who may notice a bag left unattended for an unusual length of time. Anticipating risk in the accommodation security field is an imprecise art - one that’s grown increasingly difficult with the introduction of new technologies, regulations and global threats. No matter how big your complex is, seek professional assistance. It's fine when things are going well - it's when a security breach occurs that your problems start. And the outcomes can be formidable. By Graham Vercoe, Staff Reporter SUMMER 2014

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gf guest facilities BBQ Maintenance:

Icons but they can be real pains BARBEQUES WOULD HAVE TO RATE IN THE TOP TEN PAIN-IN-THE-BUTT ITEMS IN ANY RESORT, FOR BUILDING MANAGERS. Everyday problems that arise are: • • • • • • • •

Patrons not cleaning after usage Gas left on after usage Broken control knobs (users turning knobs the wrong way) Ignition failure (users getting flame flashback from gas build-up) Oil fires from char grills Gas cylinders connected and not tested for leaks Patrons not knowing how to operate the BBQ. Saturday and Sunday running out of gas when the manager is trying to relax.

All of these problems can be alleviated with the right type of commercial grade BBQ. Let’s look at some of the types of BBQs. Amazingly, the most common type of BBQ installed in resorts is a domestic type. These usually have a hotplate and char grill (hard to keep clean oils and fats drip into a sliding tray and usually catch fire. The gas rail cocks (controls) are light pattern alloy type and will not sustain the vigorous wear and tear of everyday use in a commercial type situation. The ignition system (usually piezo type) and is not suitable for consistent everyday usage and consistently fails causing gas to build up and ignite causing an explosion. The supporting frame for the BBQ is usually made of light pattern sheet metal and rusts out very quickly causing burners to drop out and creating a possible gas explosion. Control knobs are plastic light pattern and break easily. The gas regulator supplied with these types of BBQs does not have over pressure protection in the advent of a flexible hose breaking. If this describes your BBQ then you are skating on very thin ice in respect of a serious injury happening to one of your patrons and possible litigation that may send you to the wall. Ask your insurance broker would you be covered for litigation claims if a serious injury with these types of BBQ occurred. It is the responsibility and duty of care, of the body corporate and the resort manager to provide a safe working appliance for their patrons. It is good practice to have your gas system checked at least once a year possibly twice a year by a licensed gasfitter. The licensed gasfitter can provide you with a gas safety certificate a copy of which can be forwarded to your insurer. It is also advisable to erect a sign at the BBQ informing your patrons on how to operate the appliance. It is disturbing, from experience, how many people do not understand how to operate a BBQ correctly. This signage would also show a duty of care. Unfortunately body corporate personnel are usually not aware of the issues that can occur by installing domestic type BBQs and when purchasing a new BBQ dollars and cents usually foregoes common sense. Please consider the following: There are commercial grade BBQs available that have the following features. One single hotplate and no char grill, there is a usually a drain from the hotplate that disperses into a concealed drum that is locked away from the public. The hotplate is cleaned quickly and the drum is removable for easy cleaning. No mess no fuss takes minutes to maintain. To light the BBQ a one button push operation automatically lights the main burner. The main burner is concealed and has a flame failure device that

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shuts the gas down if the main burner does not ignite correctly (explosion proof) The BBQ has a timer which can be adjusted (usually 20 minutes) and automatically shuts down (prevents BBQs running on when patrons forget to turn off after cooking). Manufactured of high grade steel and stainless with a heavy duty supporting frame.

Very low maintenance A quality commercial type of BBQ can cost Ken Adams approximately $2,500 to $3,500 that, over the long term, will save you money. It is advisable to consult a recognised supplier who understands the products available and can recommend the correct type for your needs. Where natural gas is not available instead of using 9kg cylinders (and using gas exchange cylinders from service stations which is very costly) consider having you BBQ installed with a twin 17kg cylinder system with an auto changeover regulator. This system will ensure that you never run out of gas. The automatic changeover regulator will switch from one cylinder to another and a red indicator bar will tell you that one cylinder is empty. Simply phone your gas supplier who will deliver and change over the cylinder for you. The initial installation cost will be recovered with what you save in the cost of gas. When changing a gas cylinder, always after connecting the regulator to the cylinder use a soapy water solution, brush the solution around the connection to test for leaks bubbles will appear if the connection is not gas tight. Never use thread tape or jointing compounds on the thread that connects to the cylinder (POL connection left hand thread) as the connection is compression type fitting and if installed and tightened correctly will self seal. Natural gas is lighter than air and disperses into the atmosphere unless in a confined space or a large volume leak occurs then an explosion is eminent. Liquefied petroleum gas (LPG or propane) is heavier than air and disperses downward and usually leaking gas cannot be detected until an explosion takes place. Always treat gas with the highest respect and use commonsense when handling gas cylinders or changing cylinders over. When transporting cylinders always secure the cylinder in an upright position and ensure that a sealing plug is inserted in the outlet valve. Never store cylinders in confined spaces or with flammable materials. Keep cylinders away from naked flames. By Ken Adams, KW & MW Adams Plumbers & Gasfitters


fb food & beverage Menu:

Young globe trotters set to experience food exploration INTERCONTINENTAL HOTELS GROUP HAS LAUNCHED THE FIRST GLOBAL CHILDREN’S HOTEL MENU DESIGNED BY A CHILD FOOD EXPERT AND AN AWARD WINNING CHEF. The menu, which launches at InterContinental Hotels & Resorts in early 2014, promises to take children through an exciting journey of food discovery. Designed specifically for the young InterContinental guest, the menu has been jointly developed by award winning celebrity chef Theo Randall and leading children's food expert and best-selling international author, Annabel Karmel. The menu will feature delicious dishes which embrace flavours, textures, smells and tastes that will take children on an educational voyage around the world while ensuring an enjoyable and nutritionally balanced meal. Ms Karmel said, “Children are naturally inquisitive, and grown-ups are often surprised by the flavours they enjoy. Sometimes it takes a little encouragement and a holiday with the family can be a great opportunity to explore new and exciting foods. “Working with Theo, we’ve created a menu filled with diverse flavours and tastes whilst offering the nutritional balance InterContinental travellers with young families are looking for.” Ms Karmel is best known for her innovative recipes that embody her passion for giving children the very best start in life by inspiring families to cook nutritious, delicious meals that taste great. Few people also know that Ms Karmel started working life as a musician and one of her early jobs was playing the harp at the InterContinental London Park Lane. Mr Randall, on the other hand, is internationally renowned for creating simple, authentic dishes using the best and freshest ingredients. “My cooking philosophy is greatly influenced by my parents’ love for good food," said Mr Randall, chef patron of Theo Randall at the InterContinental. "Growing up, a memorable family holiday was always one with great food experiences. I've found that I learn quickest about different cultures and cities through the flavours of cuisines at each destination I visit and this is something I hope to bring to life for the children who visit InterContinental restaurants around the globe.” With properties in more than 60 countries and 170 hotels, InterContinental Hotels & Resorts is dedicated to providing diverse, enriching experiences that are rich with local insight. The new children’s menu is set to excite the junior palate through a variety of classic favourites and truly international delights that reflect the breadth of

Theo Randall and Annabel Karmel test out their menu theories on budding travellers

countries the luxury hotel brand is located in. As part of the menu’s development, Ms Karmel and Mr Randall conducted a test and learn tasting session with young guests in October. The dishes trialled proved a big hit and provided the culinary duo with additional insight into the dishes they will roll out as part of the final menu. Simon Scoot, vice president global brands at IHG said, “A great dining experience is something our guests expect when staying with us – and we’re dedicated to innovating and delivering this across all our brands at IHG. For InterContinental Hotels & Resorts in particular, we understand our guests' desire to give their children the best opportunities to learn about the world whilst having fun – and food is a great opportunity to do this.” He continued, “This partnership is based on the principle of Food Exploration which is all about creating food experiences children will find intriguing and exciting. At the same time we want to reassure parents that our children’s menus are nutritionally balanced – just another way we endeavour to give our guests piece of mind when they are away from home.” InterContinental Hotels & Resorts will roll out the new menu from January 2014 and it will be available in all properties globally by the end of June 2014. By Graham Vercoe, Staff Reporter

Children are naturally inquisitive, and grown-ups are often surprised by the flavours they enjoy.

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ACCOM MANAGEMENT GUIDE


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ENTERTAIN your guests with the ticket they really want

Today more than 50% of NZ households choose SKY. So it’s no surprise that your guests will be looking for the same level of entertainment when they stay at your Motel. How Guest Select (a decoder in every room) could benefit your business: · Show the channels your guests are watching at home · Increase guest satisfaction · Create a competitive advantage · Generate repeat business and improve occupancy levels Call us today on 0800 759 333 or visit guestselect.co.nz and let your guests enjoy a fantastic mix of Sports, Movies, News and Entertainment channels, and you might find yourself using the ‘No Vacancy’ sign a bit more.

Accom Management Guide - Summer 2014  

Issue 23

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