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housekeeping Overcrowded? Space saving sleeping options Wooing guests with aromas worth remembering Mattress hygiene: Are you being proactive enough?

technology Is the cloud the best option for your business? 2016 the year of the data explosion

energy & resources LED Lighting vs halogen

Issue 58 | Summer 2017 Aus $16.50 (Inc GST)

Registered by Aust. Post Print Post No. PP424022/2056

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

Iconic Royal on the Park Hotel exudes luxury and modernity hotels • motels • resorts • apartments • time share • holiday parks • budget • retirement

“We don’t rest on the seventh day”

Specialising in the provision of quality linen and supplies

for the customer service and hospitality industries


A 365 day service to all its clientele with a 24 hour turnaround.



A dedicated software design package and centralised billing system enables seamless transactions, paperless and customised reports


+LSP]LY` YH[PVUHSPZH[PVU Z`Z[LTZ WYV]PKPUN HUK Z[YLHTSPUPUN LѝJPLU[ delivery routes which will reduce the company’s carbon footprint.


)\PSKPUN VM WHY[ULYZOPWZ HUK ZOHYPUN ILULÄ[Z ^P[O [OL J\Z[VTLYZ MYVT savings made through its constant laundry process innovations and group purchasing power of linen products.

Dry cleaning, Uniform cleaning services, Housekeeping services, Dust mat hire and Cleaning services.

Provision and supplying of Corporate uniforms and customised Amenities.


*Albury Only

See the entire range of Guest Amenities at (02) 9979 1500


fd front desk The Accom Management Guide is distributed quarterly to accommodation industry managers and professionals throughout Australia. EDITOR Rosie Clarke STAFF WRITERS

Mandy Clarke Suzy Barry Graham Vercoe


Richard McGill ADVERTISING Tim Svenson Michael Piantoni Dave Wright SERVICE Gavin Bill



Adam Posner, Doug Kennedy, John Smallwood, Judy Senn, Karen Taylor, Larry Mogelonsky, Melissa Kalan, Shane Collier and Sylvia Johnston

Onward and upward, 2017

The Accom Management Guide welcomes editorial contributions and images on relevant topics for features, news items or new products. Please email copy to Images should be in high resolution (300dpi) JPEG or TIFF format. Editorial queries should be directed to the editor at (07) 5440 5322. The Accom Management Guide is distributed quarterly to hotel, motel, resort and apartment properties throughout Australia by Resort Publishing, the publishers of leading industry titles and Resort News. The views and images expressed in the Accom Management Guide do not necessarily reflect the views of the publisher. The information contained in the 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, it’s 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. DISCLAIMER

Any mention of a product, service or supplier in editorial is not indicative of any endorsement by the author, editor or publisher. Although the publisher, editor and authors do all they can to ensure accuracy in all editorial content, readers are advised to factcheck for themselves, any opinion or statement made by a reporter, editor, columnist, contributor, interviewee, supplier or any other entity involved before making judgements or decisions based on the materials contained herein. Resort News, its publisher, editor and staff, is not responsible for and does not accept liability for any damages, defamation or other consequences (including but not limited to revenue and/or profit loss) claimed to have occurred as the result of anything contained within this publication, to the extent permitted by law. 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. Copyright 2017 © RESORT PUBLISHING. It is an infringement of copyright to reproduce in any way all or part of this publication without the written consent of the publisher. The Accom Management Guide is proudly published by Resort Publishing a division of Multimedia Pty Ltd. ACN 126-017-454. ACCO Y•




Office Address: 5/53 Gateway Drive, Noosaville, Qld 4566 Postal Address: PO Box 1080, Noosaville BC, Qld 4566 Phone: (07) 5440 5322 Fax: (07) 5440 5323 Email:


familiar with the term but how many actually know the operational ins and outs? AMG tasked itself with getting simple answers to those niggling questions about cloud software most people have had but never knew where to ask.

For the first magazine of the year we have some interesting and useful articles for you, ranging from design trends and waterparks to vacuums, mattress hygiene and more.

Turn over to the refurbishment section to get the lowdown on ibis Sydney Airport’s $4.5 million renovation and Brisbane-based Royal on the Park’s compete interior upgrade. The housekeeping section is packed with a variety of useful articles. Tackling the issue of space when it comes to heads-on-beds, we have two different perspectives for your reading pleasure. The first revisits a type of bed that is too often underrated within the industry; bunk beds. The second looks at creative solutions that are currently in play around the world. Have you ever heard of capsule hotels? How about multi-function beds? Mandy Clarke explores these concepts among others in her space saving article. How do you make room for extra guests? Let us know by writing in or commenting on

Loyalty is a word on everybody’s lips at the moment and in this issue, Graham Vercoe delves into how loyalty programs are being used as marketing tools to varying success around the industry. Graham describes an Expedia study, which found that 23 percent of Australians use multiple accounts at once, such as a credit card combined with a hotel or airline program to make their travel dreams a reality. The programs are not just for multinational hotel companies either, he notes that independent providers are offering successful loyalty options that prioritise a more personalised experience for the guest. The possibility of joining a recognised brand is something we look at in our supplement this issue! What are the pros and cons of working with a brand when it comes to sales and marketing? What can managers joining a brand expect to receive in terms of support? How can managers know which brand will suit their property-style? We find out the answer to these questions and more in Expanding loyalty in 2017: is branding for you? Which you will find by flicking over to the supplement section of this mag.

Thank you for your continued readership and as always. I hope you enjoy this month’s AMG. Rosie Clarke


Our technology section focusses on cloud computing this quarter. Most people are

Key - For easy perusal Paid-for supplier profile or supplier case study Supplier information or content Suppliers share their views in one-off, topical pieces

Circulation is 7,210 - Period ended September, 2016



General editorial. Case studies and features may cite or quote suppliers, please be aware that we have a strict ‘no commercial content’ guideline for all magazine editorial, so this is not part of any paid-for advertorial but may be included as relevant opinion. Happy reading!

front desk fd




Bunk Beds: Get a new perspective on bunk beds


Hotel Design: 2017 design trends for luxury resort destinations


Space Saving: Overcrowded? Space saving sleeping solutions


Opinion: Promoting local experiences might lead to more direct bookings


Service: Do you have a suite tooth?


what’s hot


Washroom Hygiene: How can you impress with good public washroom facilities?


Vacuums: Lighter, more efficient, and surprisingly cute commercial vacuums

Loyalty Programs: Cost effective innovation appeals to customer wants and needs

guest facilities 62

Lighting: LED lighting vs. halogen

food & beverage




What's Hot



energy & resources



Water Parks: Creating a water park: white knuckle or lazy days?


Buffet, Banquet and Functionware: The secrets behind successful events


Carpark Surfacing: Protecting exposed car park floors from sun damage



Case Study – Royal on the Park: Iconic Royal on the Park Hotel exudes luxury and modernity


Repainting: A full professional repaint at no upfront costs?


Case Study – ibis Sydney: Milliondollar refurbishment for economy hotel


Hotel Flooring: Designing inspiring hotel interiors from the floor up


Cloud Computing: Is the cloud the best option for your business?


Cloud Computing: Every cloud has a silver lining…


Guest Data: 2016 the year of the data explosion


Mattress Hygiene: Are you being proactive enough?


Cross Channel Marketing: A guide to cross channel marketing

Luxury Amenities: Wooing guests with aromas worth remembering


Loyalty Programs: Loyalty programs: what’s the point?

preferred suppliers 78

Preferred Supplier Directory

Cover: Royal on the Park



m management Hotel Design:

2017 design trends for luxury resort destinations WHETHER YOU ARE THINKING OF REMODELING OR BUILDING A NEW RESORT IN 2017 THINK CAREFULLY BEFORE FOLLOWING THE LATEST ‘TRENDS’ UNLESS YOU HAVE DEEP POCKETS AND SUBSCRIBE TO THE INDUSTRY EXPECTATION THAT YOUR RESORT WILL BE UNDERGOING A SIGNIFICANT REFURBISHMENT WITHIN THREE TO FIVE YEARS. Designing to a current trend can date your property very quickly, and in today’s ever changing world, changing this paradigm may make more economic sense. Your guests want to feel valued and pampered. Increasingly they want to enjoy luxury that has its roots in sustainability for the environment and for the local community. To experience a sense of place, relevant to the destination, and a wow factor. To achieve the best possible outcome for your guests and the future bottom line of your resort in 2017 and beyond, the following five factors should be carefully integrated into your design solutions from the earliest stages of project planning.

1. Comfort should be king •

From the bed base and headboard to the mattress, pillows and linens.

Lighting for ambience, safety and functionality.

Insect management systems are essential for wellness and relaxation.

Security systems for access control and safety.

Privacy and noise attenuation.

2. Practicalities •

Proven durability of finishes and materials to commercial wear and tear.

Financially sustainable ongoing maintenance and upkeep.

Well considered energy and service solutions.

Integrating flexible technology solutions to enable adaptability for future trends.

Flexibility to meet changing market segments and seasonal niche markets.

3. Aesthetic •

A ‘sense of place’ that reflects the location.

Unique but relevant for the market segment and demographic being catered to.


Promoting local experiences might lead to more direct bookings FOR MANY PEOPLE, GOING ON VACATION HAS BECOME ABOUT FAR MORE THAN FINDING A HOTEL WITH THE BEST FACILITIES, ROOMS AND AMENITIES. Increasingly, travellers are prioritising authentic experiences and local encounters in the destination they visit. This is clearly illustrated by the success of Airbnb. These experiences often translate into simple but rewarding moments: finding a hip live music venue, a trendy gourmet coffee shop, a quirky art gallery, or a little-known restaurant that locals rave about. Regardless of specific interests or preferences, what unites a growing number of travellers is a desire to plug into the local scene and live it authentically. By promoting destination highlights and local landmarks and attractions through their own website, hotels can take advantage of a desire for a more immersive travel experience.

customers as they begin to firm up their travel plans. This might involve posting content about the best hiking trails, family-friendly restaurants, live music events or gourmet food festivals. More than ever, travellers want authentic local encounters when they’re on vacation. And they spend endless hours researching to plan for these

A small number of hotels are now integrating virtual guides into their website to showcase local nights and attractions. These interactive pages feature images, maps, and useful information that help travellers plan their entire trip — removing the need to consult countless websites to research the destination’s top attractions.

moments. By providing guests with insightful advice and content about

Maintaining a regular blog is also an easy way to inspire and inform

By John Smallwood, CEO, Travel Outlook



your hotel’s neighbourhood, you can make their planning easier and spark a sense of wanderlust that increases the chances of them booking with you direct.

management m


Designing to a current trend can date your property very quickly, and in today’s ever changing world, changing this paradigm may make more economic sense

Watermark certified Drain Mate® traps bad smells and pests, reduces drain noise and stops overflow. Easily install yourself into your existing 100 mm floor drain. Proudly invented, designed and made in Australia.

4. Environment •

Selecting sustainable building materials, furniture and finishes.

Non-allergenic products compliant to accredited certification standards.

Consider the locations micro climate. The wind, humidity and rainfall patterns.

Reflect the setting. Interpret cultural, historic, urban or rural influences.


5. Upkeep •

Serviceability. Sustainable, functional, and cost effective.

Supporting infrastructure is provided.

Ongoing support back up will be guaranteed.

Worst case scenario should systems and services fail.

Comprehensive implementation of these five design fundamentals will deliver an awesome guest experience and a positive ROI, by minimising future refurbishment costs.

Effective, Long Lasting, Low Maintenance. For information please visit or call Mark on 0400 19 38 21

By Karen Taylor, Director, Taylor Dade Consulting Drainmate Ad ACCOM MG Qtr Page D1.indd 1

28/03/2015 3:20 pm



m management Service:

Do you have a suite tooth? OVER THE PAST YEAR, I'VE STAYED IN 40 HOTELS AND MANY FINE PROPERTIES HAVE UPGRADED ME TO THEIR SUITE PRODUCTS. With a nod to all those hoteliers who have graciously provided this bonus, I say thank you. Attempting to learn from these experiences, I ask: what makes a suite special? And, if properly differentiated, how can you fashion your suites as a truly differentiated product set? First, let's define a suite. Whereas many hoteliers may consider it as just a larger guestroom, a true suite has a door that physically separates the sleeping quarters from the living/dining area. Note: many hoteliers try to define a larger room as a mini-suite, but without the true separation this does not meet the actual criteria. In effect, a suite provides the guest with both private and public spaces, making it ideal for many lodging circumstances where a standard room would be awkward, informal or undesirable. Many of the larger suites or multi-bedroom units may also have an additional powder room and mini-kitchen. Furthermore, some hotels are suite-only; however, for most properties there is usually a mix of these tiers. I have rarely heard of a hotelier who is happy with this ratio, and in my experience the overall demand for suites is outstripping that of regular rooms, although this may differ depending upon local and competitive circumstances.

It's more than just physical size and rate, though. There are many opportunities for you to improve your guests' suite experience. Setting aside capital cost items such as larger TVs, improved drapes/carpeting, polished floors and enhanced lighting. Here are some more ideas for consideration: •

Free wifi or free access to the higher tier of internet bandwidth

Larry Mogelonsky

Upgraded bathroom amenities such as better name brand toiletries

Extended amenity kit to include razor, shaving cream, toothbrush, toothpaste, comb, mouthwash and so on

Thicker bathrobes, perhaps with a different monogram

Fresh flowers in the bathroom and at bedside

Complimentary bottled water

Turndown service

The reasons why suites are gaining in demand are numerous.

Additional channels on the in-room TV service

Here are a few:

Extended check in and checkout hours

Rising affluence: Those who can afford it are opting for more space and a suite delivers a loftier guestroom experience.

Priority seating in the dining room or priority room service

Additional newspapers

Families traveling with a child: No need for two adjoining rooms; the child can sleep on the comfortable sofa bed in the living room.

Complimentary city magazines

Upgraded beds, linens and pillows

Restaurant and spa discounts

Free use of fitness facilities and perhaps the use of a fitness trainer

One of the couple snores: Don't laugh! A serious snoring problem by one half of the couple makes life miserable for the other – you need a getaway!

Preferred golf tee times

Limousine airport pick up and return

In-room refrigerator

Conducting business in the hotel: As an example, you can't really conduct a professional interview while sitting at the side of a bed.

Concierge services

Personal welcome letter and welcome amenities

Older guests: Those of retirement age spend more time in their guestrooms, especially with the draw of being able to enjoy in-room meals.

Once you have built your suite product, promote its unique points of difference. First, sell your staff; in particular, your reservations team. Make mention of your suites in social media. Create a persona to make it special by, for instance, giving each suite a unique name. Ensure the suites lead your accommodations listing on your website to differentiate your property from those who typically start with their 'basic' offerings. Extensive use of photography will add to the 'reasons why' to buy. Don't forget to elaborate on the amenity additions within your online booking engine. Pricing your suites is a matter of market factors. For a start, look at the square footage and proportion of the suite to a standard room. There are no set rules here. Many other factors may indicate even higher premiums, such as oceanfront settings. Simply put: instead of giving away your suites each night as complimentary upgrades, learn how to sell your best product. By Larry Mogelonsky, Chairman, LMA Communications



The World’s Best Kept Secret

Let us look after your next vacation; plan your escape to us today… So are you ready? Take a breath in....then out....and....relaaaax You’re on island time now

PACIFIC RESORT HOTEL GROUP Cook Islands leading boutique resort operator ZZZSDFLÀFUHVRUWFRP

m management supplier profile LEASECO

“To buy or rent, that is the question.”

Rubix Collection There’s a whole new interface at play how the Hotel Accommodation Industry is now changing its refurbishment behaviour. In a world of fashion, nowhere is there an industry that needs to be more current than the accommodation industry. The market needs to stay fresh, stay current to be competitive. The quality of the guest experience is directly related to economic value of the property. So better the experience the more the guest is likely to pay. Under this constant market social pressure to be current, managers with limited resources are finding new ways to get access to goods to build these experiences without the need to buy them. Mind you it’s not new to other markets. When you fly with an airline you naturally think everything around you is owned by airline. Look at your dentist’s chair, hospital equipment, your children’s school furniture none of which are typically owned by the operator. In today’s world, we don’t want to collect CDs, we just want the music they play, we no longer want to build photo albums, we just want the memories they create. So there is now a very blurred line between what a hotel operators needs to own and what he needs to have access to run his business. As an example, for the past few decades, Hotel owner/operators have been selling up their properties and leasing them back as they have realized ownership of the building has little effect on day-to-day operations.



The question is: “Do you need to own your fit out or is there a smarter way of creating a guest experience that will add value to your operating business without the need for capital?” This paradigm change now at play has been allowed by the introduction of companies that’s offer operating leases enabling managers to buy the goods and materials they need to run their business and pay for them from trading receipts over a period of time. “It’s a great use of our limited resources,“ A Gold Coast serviced apartment franchisee said. “Rather having to sell the farm and find capital or raise capital for our $13,000 apartment refurbishment, we can now refurbish all our apartments at once at just $8.22 per day over a five year term from Leaseco. After 5 years we can buy it at its fair value, lease it for another 2 years at $2.88 per day, or better still, send it back and get a new fresh package from our suppliers and thus keep our property up to date and competitive. Looking at the ADR uplift from the refurbishment, the lease payments are well covered along with a higher operating yield and return to owners.” In our age of consumption and our ever-growing hunger for experiences, this powerful leasing dynamic now at play will change the way we live our lives and how we get access to stuff without the need for capital as we are more happy to pay for the benefit of an item rather than its ownership.” Written by Peter Carmody founder of

Looki ng to refurbish today but don’t have the capital? Let us assist you with an operating lease

Long overdue for a refurbishment?

What can be leased?

Gone are the days when you needed capital to refurbish your hotel or serviced apartment. Today it can all be funded with an operating lease. Simply make your design selections, identify your tradesmen and suppliers and fund your purchases from day to day trading cashflow.

• Furniture Fixtures & Equipment (FF&E) • Standard Operating Equipment (SOE) • Information Technology (IT) • Minor Capital Works (CAPEX) • Motor Vehicle & Transport (MV) • Project Soft Costs (Interior design)

Why Should Hotels Lease their FF&E?

Key Features:

• Conserve working capital • Preserve existing credit lines • 100% of goods and services financed • Tailored terms and payments • Potential tax efficiency

• Your design • Your suppliers • End to end asset life cycle management • Complete flexibility with your FF&E inventory • Flexible end of lease options

Don’t wait until funds are available to refurbish, contact us today and let us assist you with an operating lease that will allow you to keep your property current and market relevant.

f y d n a d l o o c o l approved e v r a m n e e k t u o t s u j d n a m h groovy inde g u o s t n e c e r r a l u p o p y h c a e b a neat nifty p f l o o c e t u n i m e h t o t p u y super trendRENDS IN ACCOMMODATION INDUSTRY PRODUCTS




New Drain Mate® eliminates smells, pests and overflow from floor drains! Australian designed, invented and made, Drain Mate® is a watermark certified one way floor valve that can solve your 100 mm floor drain problems. Drain Mate’s unique self-closing trap door lets waste and water through but keeps smells, pests and overflow out. It will also reduce drain noise. It’s easily installed, no plumber required, attaching to your existing floor drain grate cover. Drain Mate® has been installed in 100’s of motel and hotel rooms.

Offer guests the ultimate convenience and power with Ramler’s Connect Chair. Connect’s removable side tray offers phone charging connections and storage space, while its ergonomic comfort and high durability assures its brand standard status. Key features include: A removable side tray with a rechargeable power bank and converts an event chair into a VIP chair in seconds with a flexible backrest with lumbar support and inbuilt coat hook.

c Drain Mate® p 0400 193 821 e w

c Ramler International p 0439 638 151 e w

PROZONE OZONE-GENERATOR Thanks to breakthrough innovation, Prozone ozone-generator kills over 99.5 per cent of air-borne bacteria and viruses. Lighteningfresh ozone can now be reproduced to kill air-borne and surface bacteria, neutralise bad smells and destroy viruses and pollen. Ozone gas is a variant of oxygen, produced when lightening discharges energy into the air. The World Health Organisation recommended level for everyday fresh breathing air is 0.05 ppm and the Prozone can be programmed based on this setting. This level gets rid of most odours and is also the setting required for air sanitisation. Any ozone not used reverts back to oxygen leaving no residue or chemicals. Programmable settings to meet room sizes and can be set between 15 – 100 cubic metres, for either day, night or a 24 hour setting.

c R Weatherdon & Co Pty Ltd p 02 9906 2202 e w



NATURALS, ECO-CERTIFIED GUEST AMENITIES With guests increasingly sensitive about ingredients used in hotel cosmetics, the new range of NATURALS Guest Toiletries from Swisstrade is a perfect opportunity to put your guests at ease. NATURALS Hotel Amenities are Bio Seal Certified, containing carefully sourced botanical extracts and oils from controlled organic cultivation. It refreshes the body and pampers the skin with valuable essential oils, precious vitamins and minerals; delivering a sophisticated guest experience while actively contributing to the protection of the environment.

c Swisstrade p (02) 9979 1500 w e

what's hot wh BLUE STEEL REFLEX Perfect that signature look of style and personality with Weatherdon’s Nero Blue Steel tourmaline hair dryer. Guests will feel pampered with the Zoolander-inspired features of two speeds and three heat setting which cater for different hair types and textures such as Hansel’s delicate blonde locks. The mysterious and ooooh-so-cool one touch button seals the hair cuticle for long lasting hold and even more glamourous shine. The Nero Reflex comes in Derek Zoolander ice blue and packs an easy fold handle for discreet no-fuss storage. Stylists, models and guests alike will appreciate the tourmaline feature that emits the twin boosters of infra-red heat and negative ions. A gentle heat for minimum frizz and ever more shine ultimately makes hair stronger and more able to endure higher levels of heating. Be catwalk ready in minutes with 2100 watts of energy.

c R Weatherdon & Co Pty Ltd p 02 9906 2202 e w ELEMIS TURNDOWN COLLECTION Turndown Toiletries and supplementary Amenities are an effective way for hoteliers to enhance guest experience and drive brand consistency across their property. At Swisstrade we have developed a range of products that allow guests to give their body a nourishing boost, motivate their senses and revitalise the mind. Ranging from an extensive Turndown Menu to washroom soaps and lotions, pillow mist, scented candles and personal care products, these little compliments are guaranteed to create that wow-factor and go a long way with your valued guests.

c Swisstrade p (02) 9979 1500 w e

MITYLITE’S VERSATILE ‘REVEAL’ MOBILE BUFFET RANGE The MityLite’s versatile ‘Reveal’ Mobile Buffet range is changing the way hospitality works. Allowing far greater flexibility and ease of service, food set-ups and prep can be completed back of house, then simply wheeled into the buffet area. The Reveal Buffet range is designed to reduce costs, eliminate linen and deliver the ultimate in styling in a variety of sizes, surfaces, and frame finishes. From meeting rooms to buffets, breakout spaces to registration areas, Reveal tables are a no-fuss upscale statement, making their mark.

c Innova Group p 1800 333 611 w

AFFORDABLE MINI WATERPARKS FOR SMALL AUSTRALIAN COMMUNITIES Moonta Bay in SA is enjoying the second season of their small waterpark! The waterpark keeps kids cool on a hot day – it is a free entrance and keeps kids active and entertained for hours. Other councils have followed suit and are in the process of providing similar facilities for their community. Larger slides can also be added to cater for the older kids. Economically priced and site specific designs – Email or Call Australian Waterslides for a free no obligation design and cost indication.

c Australian Waterslides & Leisure p 02 6653 6555 e w



h housekeeping Washroom Hygiene:

How can you impress with good public washroom facilities? NEVER MAKE THE MISTAKE OF UNDERESTIMATING THE POWER OF YOUR PUBLIC WASHROOM FACILITY! Often overlooked, under-appreciated and ill-equipped, let’s face it they are usually the last facility that gets a face-lift and the least thoughtthrough. Ironically though, they are often the first and last facility guests will use in your accommodation and yes, they can make or break a guest review. When updating your public washroom facility, of course hygiene should be a priority and you should consider what products and equipment will result in the best results for your staff, guests, and visitors. Many other factors must also be taken into consideration, including ease-of-use, sanitation, design, technology, green products, odour control and, of course, swag! But providing a hygienic washroom is easy, you say! Provide a sanitary facility, somewhere to wash and dry hands and some soap… Oh, not so! With ever more choices, things can escalate out of control very quickly. Bear in mind that most complaints made about a property involve below par standards of hygiene and remember that poorly washed hands spread germs, viruses, and disease from hands to mouth and all around your accommodation. There is great potential for the spread of organisms such as salmonella and E. coli that can even spread into your kitchen and catering facilities. A high quality, well-designed washroom facility can save you time, money, bad press and save your reputation not to mention give your property an edge over its competitors; particularly if you have also invested in green materials, impressive technologies, or a unique design.

What do you need for a great public washroom facility? Design – A well designed public washroom provides easy access, ensures privacy, and presents well placed, quality facilities. Mirrors and sinks should also be fitted at a good height and all the facilities should be easy to clean, sanitary and have plenty of waste disposal units. Also, make sure you have excellent ventilation! Style – Make your mark with unusual design elements! This can be a great talking point and certainly makes a visit to your accommodation restroom a memorable one. Why not create your own unique signature with some of the latest designs, like a one-way mirrored glass urinal, hipster-cool facilities with recycled objects used for sinks and tap wear and amazing modern art murals. Urinals and toilets – Think about sustainability and saving water. Consider using a water-saving device in each toilet cistern to reduce water usage during each flush and infra-red, waterless, or controlled flush in your urinals. Environmental initiatives – Make sure your restrooms are as environmentally friendly as possible and consider using recycled grey water from sinks as it can be treated and then used to flush toilets. Install aerators on taps and showerheads to reduce water consumption while still maintaining good pressure. All toilets should be dual flush and cisterns have a smaller capacity



requiring less water and taps should also be fitted with sensors to ensure they are not left on. Use eco-friendly toilet paper, unbleached or bleached but chlorine-free and paper products made with recycled and biodegradable materials. Paper dispensers, rather than traditional toilet rolls, can also reduce consumption and save money. Water conservation vs hygiene – taking a harder look at your toilets’ flushing mechanism is also worthwhile in terms of hygiene and environmental health but high pressure flushes might waste water and this is a huge concern particularly for more rural properties that rely on tank water. Hand hygiene – Cleanliness is next to godliness! Basic hand washing is vital for the health and wellbeing of all. Thorough handwashing consists of washing with soap and water, followed by careful hand drying. What kind of soaps? Antibacterial washes are essential in high-risk environments such as hospitals and cruise ships and planes, they are not necessary in daily life but you must always ensure that you supply a good quality liquid hand soap in a sealed dispenser. A dispenser that minimises contact, is easy to clean and refill. Think environment and opt for soaps that contain natural ingredients, organic extracts, and are packaged in biodegradable or recyclable material. The age-old hand drying argument – Hand dryer or paper towel dispenser? Hand dryers are one way for you to be more environmentally friendly by eliminating the need for paper. They may also reduce queuing as newer, dryer technology has reduced hand drying to less than five seconds. These high-speed and hands-free options have become very popular throughout the industry and they are very effective. However, a variety of studies have shown that hand dryers may not be as effective as first thought. Indeed, recent Australian research states that that it is more hygienic to dry your hands using paper towels than electric air dryers, according to a QUT-led study. Dr Cunrui (Ray) Huang's research looked at the hygienic effectiveness of different hand drying methods in a bid to discover the best way to remove bacteria after washing your hands.

h housekeeping Washroom Hygiene:

"What I found was that from a hygiene viewpoint, paper towels are superior to electric air dryers," he said. Dr Huang reviewed 12 studies that evaluated the drying efficiency and removal of bacteria when using paper towels, cloth towels, hot air dryers and new jet air systems.

The latest products to incorporate this technology include toilets, taps, hand dryers, soap dispensers and doors. Not only are they more convenient to use, they are infinitely more hygienic and far easier to clean.

"A hand dryer takes 30 seconds longer to achieve about the same dryness as a towel. This is important because most people spend less than 20 seconds drying their hands," Dr Huang said.

Sanitation – A range of toilet hygiene products for public washrooms are on the market. From disposable toilet seat protectors, to antibacterial seat sprays, wipes, and cleaners; you can install dispensers in each cubicle to encourage good hygiene. These sanitisers also help protect the plumbing from lime scale and long-term wear.

Previous studies have shown that hand dryers can also be contaminated by bacteria in the outlet nozzle and the heat from the dryer is the perfect temperature to encourage their growth plus bacteria can spread into the atmosphere.

Also, consider state-of-the-art sanitary bins and units because they are automatic and have vapour sprays installed that disinfect and help eliminate bad odours. This is the type of technology that goes a long way towards upgrading your facility.

Dr Huang added: “For centuries, hand washing has been considered the most important measure to reduce the burden of health care associated infections and the proper drying of hands is an essential component of effective hand hygiene procedures.

Odour control – Silent air fresheners with motion-sensitive systems are energy efficient as well as beneficial to guests. These should all be researched prior to installation to ensure their effectiveness as many are just temporary solutions. Proper air ventilation is crucial, if your facility has no windows a high-powered extractor fan might be exactly what you need.

“Hand-drying effectiveness includes the speed of drying, degree of dryness, effective removal of bacteria and prevention of crosscontamination.” On this basis, drying hands thoroughly with single-use, disposable paper towel seems to be the preferred method of hand drying in terms of hand hygiene Technology – If your budget will spread far enough, consider the latest in hands-free technologies, the cornerstone of five-star public washrooms.

Vending machines – Provide appropriate vending machines in your facility as not only a way to offer a good service but an extra source of income. Door handles – An overlooked hot spot for germs, here it is vital to consider hands-free! Automatic doors, swing doors, motion sensitive locks, are all valid options for public rest-rooms.

Livi boosts washroom hygiene space ITS NEW AIR FRESHENER AND SOAP AND SANITISER SYSTEMS EACH HAVE THEIR OWN DURABLE DISPENSERS AND EASYTO-LOAD REFILLS. THE SYSTEMS ARE DESIGNED TO BE WORKFORCEFRIENDLY, RELIABLE AND AESTHETICALLY NEUTRAL, AND TO DELIVER PRODUCT THAT IS OF HIGH QUALITY AND EFFICACY. Livi CEO, Terry Hughes is enthusiastic about the new additions to the company’s offering, saying they are the result of customer feedback. “Our customers now have the benefit of purchasing all their essential washroom products from the one trusted and consistent provider.” The Livi Soap, Sanitiser and Lotion system provides your business with the economic advantage to drive down costs and waste with its controlled and interchangeable delivery solution. The durable, attractive dispenser is designed to accept all six different Livi



Handcare pods for duty-specific versatility and each 1000ml foam refill dispenses up to 2000 hand washes. Designed to encourage reduced water consumption, the instant foaming formulation makes hand-washing cleaner and more seamless all round. Livi’s alcohol-free sanitiser foam kills 99.99 percent of common germs and air-dries under 20 seconds without residual stickiness. The Perfumed Foam Soap and Hair & Body Care Foam Soap are made from renewable plant resources to ensure biodegradability and have attained GECA (Good Environmental Choice Australia) certification. Oxy-gen air freshener system by Livi harnesses pure oxygen to deliver continuous odour neutralisation while infusing the air with fresh and pleasing fragrances. Each refill contains 30ml of fragrance and the seven different refills have been performance-matched by intensity to suit recommended locations including healthcare and office environments. Livi adds that Oxy-gen uses no solvents or propellants and boasts zero harmful emissions.



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h housekeeping Vacuums:

Lighter, more efficient, and surprisingly cute commercial vacuums GUESTS LIKE COMFORTABLE BEDS, BUT ANOTHER FACTOR OFTEN REPORTED ON TRIPADVISOR IS CLEANLINESS, AND A MUSTY DUSTY HOTEL ENVIRONMENT IS NOT BRINGING ANYONE BACK FOR A SECOND VISIT. Hotels attract levels and types of dirt that are as diverse as the settings they occupy. A commercial vacuum might be called upon only to address light dust and dirt, or charged with vanquishing the ubiquitous sand found in beachside hotels, or deployed in daily combat with the piles of pooch hair on every surface in pet-friendly hotels. Luckily, vacuums are not made to one-machine-fits-all specifications either, so it’s just a case of matching requirement to capability. Upright vacuums, barrel vacuums, or backpack style vacuums? What level of filtration is required? What are the noise considerations? How do you ensure optimum health and safety for housekeeping staff? With so many questions to answer, AMG accessed some industry views from Stephen Waddingham, national sales manager of Edco/ Numatic to help hoover up any lingering doubts.

Industry viewpoint Backpack, upright and barrel vacuums: what are the pros and cons? According to Mr Waddingham, a backpack vacuum generally outplays the upright unit with its ease-of-use, comfort and versatility. “You can access tighter places than with a traditional upright vacuum, and while upright vacuums do have carpet heads and agitators as part of their basic operation, they can’t effectively clean in the tighter spaces beneath lower modern furniture.” Ergonomics A rucksack-style backpack needs to offer comfort and support, and for extended periods of use, it is imperative to achieve even weight

distribution. Mr Waddingham indicated that “most good quality manufacturers take into account the ergonomics and how weight is distributed across the back”. Thoughtful placement of the on/off switch can reduce the risk of strain injuries sometimes caused by reaching back at an awkward angle. He noted that with remote switches “you’re not reaching behind with your arm at an angle at all”. A recent development focus has placed user comfort front and centre. “Developments have concentrated on materials for padding the harness structure, and another definitive change has been a considerable reduction in the weight of the machines. We’re using smaller, lighter motors, but with the same, and often increased, capability to pick up material off the floor.” Noise considerations Our informant flagged a possible area of confusion with regard to decibel reporting. For this reason, he indicated that “sound power level is generally what most reputable manufacturers will use”. Sound power level refers to the acoustic energy at the source, and sound pressure level refers to the sound experienced at a particular distance. While power level is fixed, the sound pressure (or force) is variable, and dependent upon the distance from the source, as well as the acoustics in the space. For example, if the unit is to be used in a large function hall, which is an absorptive space, the sound pressure level at three metres from the source will be experienced as softer than it would in a three-byfour-metre guestroom. A small reflective or reverberant room will amplify the sound pressure level. So, what does this mean for choosing a vacuum cleaner if noise is a consideration? Ensure your supplier is quoting the decibel rating of the sound power level emitted because this won’t change, while the resultant sound force or pressure will depend on the acoustical environment.

Signage – Etiquette reminders are a simple yet effective way to foster a hygienic space.

coded cleaning cloths, the tools you use for public restrooms should

Reminding visitors not to throw paper towels on the floor, to turn off taps, wipe down seats with sanitiser after use, are all ways to improve washroom cleanliness and make life easier for cleaning staff.

very effective way to confidently sanitise your facilities.

Baby-changing facilities – Particularly neglected in men's toilets, these facilities are often absent but if your property caters to families they are a vital inclusion.

not be used anywhere else in your property. Steam cleaning is also a

Finally, your people – Remember that all hospitality staff should set a good example by following a good hand hygiene regime and maintaining good personal hygiene - thorough hand washing procedures should be practiced and gloves used where required.

Parents are far more likely to revisit accommodation where they feel welcomed and installing basic baby-changing solutions is a simple way to show a higher level of care and boost your service.

Your guests will always be impressed by a hygienic, well-thought-out

Hygienic nappy bins, changing tables and even vending machines that offer infant-related essentials would make impressive additions to any public washroom.

maintenance, effective ventilation, and air-freshening. These are all

Cleaning – Minimise health risks by providing a regular and consistent public washroom cleaning service and upholding a consistently good standard of service. Use a tried-and-tested cleaning system and colour-

to combat negative reviews and encourage repeat visits.



public washroom facility; families love good baby-changing amenities, and everyone appreciates hands-free technology, consistent cleaning ways for you to show guests how much you care about the quality of service you provide and an investment in your restroom is a good way

By Mandy Clarke, Industry Reporter


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h housekeeping Vacuums:

When is a rucksack not the best option? Stephen Waddingham told AMG: “In an area where people are also working, such as close to reception, or where you have guests talking on phones, you would be advised to use a conventional barrel vacuum instead.” With a rucksack model, the motor noise and exhaust are between waist and chest height, that is, far closer to people’s ears. “Using a conventional barrel vacuum means the motor unit and exhaust are 20-30cm from floor level. They both have the same decibel rating, but the experience of the noise is greatly reduced.” What about filtration? Many vacuums will have some level of high-end particle air (HEPA) filtration. Dating back to the 1940s, HEPA filters have been a boon for allergy sufferers, as they remove pollen and dust particles, trapping them inside the machine. HEPA levels vary and selecting your required level will depend on your environment, though E10 is the recommended level for “a general-purpose hotel vacuum”. Mr Waddingham confirmed that quality machines will generally register an HEPA rating of E10, which delivers an emission efficiency filtration of 96 percent at a three-micron average. When is a higher rating appropriate? One step up the ladder is E11, achieving a 99.6 percent emission efficiency filtration. For heavy duty filtering, H13 filters 99.95 percent of particles, but in a general hotel environment, Mr Waddingham said, “this may be overkill”. Higher HEPA ratings are appropriate when dealing with soft furnishing issues, dust mites, or just to deliver an exceptional clean to a high-end room. “If you’re dealing with pets, you’re going to want a machine that has a H13 filtration system,” Mr Waddingham added. Should a vacuum cleaner be beautiful? Absolutely! “Hotel guests frequently see cleaning carts on their rounds, so they need to look clean, professional, neat and tidy.” Your convoy of vacuum cleaners can even help define your brand, with options to have customised colours and hotel names applied. “Customers can order their own branded vacuum in their own colour and specification; this is very popular in Europe, but still developing in Australia”. In a climate of growing environmental awareness, Mr Waddingham reports an Australian industry trend towards using much smaller motors that have equal efficiency. “It’s the greatest innovation going through just now; less power consumption, coupled with the same (or better) efficiency on the floor.” Sustainability, energy savings, overall reliability and cost are key factors in housekeeping managers’ decisions. Naturally, for hotel managers seeking a sleek appearance, aesthetics are critical. Cost is certainly a factor, but hotels need robust, durable machines that are easy to service with reasonably priced replacement bags. “Smart managers don’t mind paying a bit more for a unit they have no problems with,” Mr Waddingham said. Perhaps your vacuum cleaner should also be just a little bit handsome. By Suzy Barry, Industry Reporter



Cleaners with personality Injecting a bit of personality into your cleaning equipment is another surprising possibility that emerged when Stephen Waddingham referred AMG to Hetty, Charles, and George and the well-known Henry. “Charles and George have eyes and a smile; our pink model, Hetty is probably one of the most popular cleaners with hotels, and she even has eye lashes. Henry is the reason Numatic exists. He is the most recognised vacuum in the world. They all perform very well, and they’re a very happy vacuum cleaner. While they are purely utilitarian objects, they do it with a smile.”

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h housekeeping Mattress Hygiene:

Are you being proactive enough? THERE IS NO DOUBT THAT THE OVERWHELMING MAJORITY OF ACCOMMODATION MANAGERS ARE PASSIONATE ABOUT THE CLEANLINESS OF THEIR ESTABLISHMENTS. While the cleaning of bathrooms and hard surfaces is usually of a very high standard and guests are okay with this, there are areas of a guestroom that they suspect (and perhaps rightly so) are neglected. Before kicking off their shoes and relaxing, even if the room smells good and appears spotless, health conscious and risk assessing guests will check areas of the guestroom that they fear housekeeping may have forgot to clean… After all, modern guests are much more educated about risk assessing their accommodation choices; blogs, reviews and TV shows about dirty hotels have created well informed travellers. They will make time to do simple checks, such as: •

Searching for evidence of bedbugs! Pulling back the covers and scrutinising the mattress, bed-frame, and headboard for small brown stains. They know bedbugs are hard to see (they hide during the day and can run away quickly when disturbed), but they also know that the critters leave behind brown stains when they process the blood of their victims and they will check under the sheets and mattress pad, too. Removing any cushions, bedspreads, and comforters because they know that sheets and pillowcases are easy to wash but bedspreads are not… Guests suspect some hotels just don’t bother washing them between stays. They suspect that they are not even safe with a doona that has a removable cover because if there is a top sheet between the doona and the bed, the cover may not be washed.

Supreme cleanliness should be the core business of any accommodation provider and with the general population more savvy than ever before, they demand perfection. If you are proactive about cleanliness it will be beneficial to your reputation, impress your guests and give them peace of mind. According to consumer watchdog Choice Online, an investigation of



Australian hotel operators (updated in 2016) noted: “As it stands, there are no uniform standards or best-practice guidelines around how – and how often – hotel mattresses should be sanitised, nor is there a single regulatory body responsible for overseeing such practices.” This is certainly a concern as poor mattress hygiene can lead to serious health concerns for guests, especially those suffering from dust mite allergies and asthma. AMG asked industry bed supplier Peter Deveny from A.H. Beard commercial if he was aware of any industry standards for mattress hygiene. He explained: “I’m not aware of any specific standard that governs the hygiene of beds and bedding, but I know that all of the major hotel groups have their own guidelines that apply to things like visible stains or damage to mattresses. “Most properties conduct visual inspections of their mattresses on a scheduled and regular basis, as well as the obvious ad hoc inspection that would take place whenever the linen is being changed, looking for signs of damage or contamination, as well as signs of bed bugs.” So how can accommodations best ensure that their mattresses are clean for guests? According to Mr Deveny, the type of foam used in the manufacturing process and what they have been treated with can help to eliminate allergens like mould, mildew, bacteria and dust mites from the mattress.

h housekeeping Mattress Hygiene:

Mr Deveny advised: “Processes like sanitisation and dry cleaning should also be used, taking care not to cause more issues for guests depending on the nature and quantity of chemicals that are used in the process, so it’s important to choose an operator who has specific experience working in the accommodation industry.” “Dust mite droppings are one of the most common household allergens and are a proven cause of headaches, runny nose, itchy skin, and puffy eyes among sufferers of asthma, rhinitis, related respiratory problems, and eczema,” according to the World Health Organisation. Even though it is impossible to completely kill and remove every one of the two million dust mites in the average queen-size mattress, taking control of them is possible. Cleaning your mattresses, carpets and upholstery using dryer natural practices extends their life, and leads to happier, healthier customers. It’s all about producing effective high-end cleaning and letting your guests know that their guestroom is deeply clean and sanitised on a regular basis. The Choice investigation found that the hotel groups they approached with questions about mattress hygiene were hesitant to reply to in-depth questions, but could reassure that mattress hygiene was their priority. But, with every accommodation provider implementing different cleaning protocols and many contract mattress cleaning companies, offering

various services to both accommodation properties and domestic customers, it leaves mattress hygiene difficult to monitor and moreover harder to substantiate hygiene standard claims. Does this allow potentially dodgy mattress cleaning claims, or unleash potentially dodgy mattress cleaning services upon the industry? Is it time for some uniform standards or best-practice guidelines to be introduced across the industry around how and how often hotel mattresses should be sanitised? In addition, the use of modern, good quality mattress protectors could be a simple solution and a way to reassure guests that they are fully protected against germs, allergens, and bed bugs. Surely by being proactive, honest, and upfront about this subject, informing guests of the steps taken to sanitise mattresses, or by promoting mattress protectors, the industry could not only reassure guests but prevent possible litigation and terrible publicity? By Mandy Clarke, Industry Reporter

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housekeeping h

Protect-a-bed’s advice on how to protect your mattress THE PURCHASE OF NEW MATTRESSES REPRESENTS A CONSIDERABLE FINANCIAL INVESTMENT. IT IS THEREFORE IMPORTANT THAT THROUGH THE USE OF A WATERPROOF MATTRESS PROTECTOR IT IS POSSIBLE TO INEXPENSIVELY PROTECT THIS INVESTMENT FROM EVERYDAY SPILLS, STAINS AND EARLY DETERIORATION. IT WILL ALSO ENSURE YOUR GUESTS ARE GUARANTEED A HEALTHIER SLEEP. Although there are a number of mattress protection options available on the market, they’re not all made the same and you should ensure you are using a quality product. Protect-A-Bed products include a waterproof and breathable ‘Miracle Layer’ that stops spills and stains penetrating and staining the mattress while protecting the sleeper from allergens caused by dust mites, mould and bacteria. Available in a range of fabrics, they are also soft, silent and breathable, not noisy or crinkly like the mattress protectors you may remember from your childhood, ensuring your guests a comfortable night’s sleep. Approved by the National Asthma Councils Sensitive Choice Program, all single, king single and extra-long single mattress protectors are proudly SIDS and kids friendly and their TENCEL range is approved by the Eczema Association. As bedbugs are very efficient hitch hikers, they are becoming an

increasing problem within the industry. You can also protect your customers and reputations from these by the use of a mattress encasement. Protect-A-Bed’s Allerzip Mattress and Bed Base encasements feature a BugLock system, which has a dust-proof flap and tamper proof SecureSeal making the mattress bed bug entry and escape proof. This also ensures that allergens caused by dust mites, mould and bacteria can’t become airborne, which is great for allergy sufferers. Also, waterproof thanks to the unique silent and breathable Miracle Layer, you can simply lay a Protect-A-Bed fitted mattress protector on top for easy removal and regular washing with other bedding. You may also want to consider placing a guest card in the room. This is something Protect-A-Bed custom makes to highlight that your beds are designed to create a healthier night’s sleep and contribute to overall guest satisfaction.

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h housekeeping Luxury Amenities:

Wooing guests with aromas worth remembering A RECENT VISIT TO QASR AL SARAB DESERT RESORT IN ABU DHABI REMINDED ME JUST HOW OPULENT AND ON POINT GUEST AMENITIES CAN BE. THE SMALLEST OF DETAILS CAN DELIGHT A DETAILSFOCUSSED GUEST LIKE MYSELF. GAZING AROUND MY OASIS CHAMBER, I CAUGHT SIGHT OF MY ‘SOAP MENU’. THE HEIGHT OF THOUGHTFULNESS, I THOUGHT, AND WHAT WAS TRULY REVOLUTIONARY FOR ME WAS CHOICE. While a ‘soap menu’ might be going further than most establishments need to achieve guest satisfaction, some influence over the perfumes that would underpin my stay was welcome. Going natural is now a well-worn path, but as hay fever sufferers will be excruciatingly aware, natural does not always mean harmless. From my menu, I selected a few soap recipes, carefully skirting strong perfumes like patchouli and lavender, and lingering in the safe zones of citrus and mint. Citrus for sinus clearing and mint for that invigoration that might just have your guest remembering a slight zing in their step when they reflect on (and even better; talk about) their stay with you. I’m not sure if there’s any science to it but millions of aromatherapists, massage therapists and health spa managers will swear blind that a touch of aroma manipulation goes a long way towards enhancing a sense of wellbeing and an upbeat, relaxed or blissful mood. With any odour, however, the key is choice; one guest’s sensory heaven is another’s respiratory Armageddon. If you do sashay confidently into offering aroma-adventures in your suites and rooms, it might be wise to offer options. Catering to a respiratory system can be a fine line.

Can you offer a few choices at check-in? Or to avoid option overwhelm, leave a little missive. “Dear valued guest, if the shampoo doesn’t float your boat, you can trade it in for something different or less/more fragrant at reception.” It’s a thoughtful extra that could propel itself straight onto TripAdvisor and let’s face it, it’s a bit of fun.

So, what’s out there? Luxury amenities have certainly gone green, and amenities can be ecofriendly as well as luxurious without costing the earth. This focus on natural ingredients and sustainable production has also become a major selling point with hotels, catering to an increasingly eco-conscious consumer base. Aligning with celebrities has become commonplace, just as celebrities increasingly align themselves with environmental campaigns, and the overarching mood of popular culture moves towards a focus on a sustainable future. A report on millennial travel habits released by World Youth Student and Educational (WYSE) indicated that gen Y travellers already account for a hefty portion of hotel guests, and it’s on the up. Tanya Mohn stated in a 2014 Forbes article titled ‘The Rising Wave Of Millennial Travelers’ that “by 2020, 320 million international trips are expected to be made by youth travellers each year, a staggering 47 percent increase from 217 million in 2013”. Members of this generation are aware that they shall inherit the earth and many of these customers want low impact, and natural. They also love a bit of eye-candy. The popularity of Apple products is a great indictor of their love of cute and chic.

Guest amenities for mind, body and soul JIMI KENNEDY-GRANT OF HEALTHPAK TOLD AMG THAT ITS THERAPY RANGE COLLECTION OF BODY CARE PRODUCTS BENEFITS THE MIND, BODY AND SOUL. “WE HAVE SELECTED A RANGE OF NATURAL ESSENTIAL OILS, BLENDED IN A MANNER THAT ENHANCED PEOPLE’S EXPERIENCE OF EVERYDAY LIFE”. Healthpak supplies accommodation providers “from Airbnbs to highend luxury lodges and everything in-between,” Mr Kennedy-Grant informed. “We have brands and product ranges to cover all types of accommodation, and guests are so delighted that we have received over 1100 requests to purchase more for home use.” Mr Kennedy-Grant has observed that guests are increasingly interested in engaging with the local area they are visiting. Whether international or local, guests want to feel they have connected with aspects of their holiday destination. “That’s why it’s so important that we not only manufacture our products locally, but also include local botanical ingredients wherever possible”.



Healthpak’s response to the green and clean movement is a shampoo bar with minimum packaging but maximum user satisfaction. “We are working to develop a bar with surfactants that are natural, yet have a gentle feel.” Healthpak aims to reduce landfill and packaging for faster room cleans, without scrimping on guest satisfaction. “It would also enable the hotel to market itself to environmentally friendly minded guests,” he concluded.

h housekeeping Luxury Amenities:

Presentation is key for any generation of guests; neat arrangements in a fitfor-purpose consolidation tray keeps the clean lines of a hotel washstand minimalist and light. Guests will appreciate the energy you invest in selecting stylish packaging for your carefully selected elixirs. Some accommodation providers are going for wall mounted allpurpose gel dispensers, with considerable benefit to the environment. Vice president operations and franchise H-Hotels, Frank Oettinger told Hospitality Inside that "these can be refilled again and again without harming the environment… in this way, we save about 200,000 small cosmetic bottles per year at 70 percent occupancy”. The numbers make a good case, but do not consider that the purpose of the individual bottle was never merely to encapsulate a liquid body wash. It is so much more. “If you take it, you must have liked it,” commented Scott Mitchell, director of design and development for Marriott International in the Forbes article, ‘Hotel Science: How Marriott & Starwood Hotels Choose Your Room Amenities’. Indeed, theft is good. In fact, it’s not really theft, is it? It’s widely understood that guests are entitled to pocket as many of these little gems as they like, and many do. This is why packaging is vital.

What do your toiletries say about your hotel? This is where branding is important. What do you want to evoke with your little bottle of memories? Is it a cool ‘beachside chic’ aquamarine-toned bottle with a shell inscribed? Is it memories of your unique location or region you would like to arouse?

Identity through alignment Using a local provider, or a national characteristic has been done in Australia, with an Indigenous inspired brand using bush ingredients, while in New Zealand traditional Maori craftwork has inspired a flax ‘kete’ box for display within a wooden slat tray. This can be a terrific way to inject your national identity into your keepsake. What is clear is that guest toiletries or amenities are a pretty big deal. It’s often mentioned on TripAdvisor, and is even a subject of many an eccentric collector’s trove. What you put in those little bottles, whether the lids flip, and how they present, is of more import than their meagre real estate would intimate. Jeff David, managing director of Knickerbocker, a historic Times Square building that re-opened as a hotel in February 2015 concurred. He issued

Global brand leader for Starwood’s Sheraton Hotel and Resorts Group, Hoyt Harper was quoted in the same Forbes article saying that travellers have changed their ways over the last few years. “For instance, the airline ban on liquids larger than three ounces has increased the importance of hotel room toiletries.” While not relevant for your drive and stay travellers, it might create something of a habit for those who use air travel frequently.

USA Today with this chilling edict: “It’s a big deal if your bathroom amenity

When the guest returns home with their little bottles, they will sit there looking at them in the bathroom, they might peek out at them every time they open their top bathroom drawer, and they are reminding them of their stay with you.

for every hotel, from luxury accommodation to your comfortable well

is bad. It’s almost like buying a Mercedes and the stereo is bad.” Mr David also advised that “choosing the right bathroom toiletries was just as important as choosing the right bedding”. So, what is the right amenities line for you? Luckily, distributors have come to the table with options to suit any budget and brand profile, and there really is something serviced holiday park. By Suzy Barry, Industry Reporter

Big brands and earthcare a captivating formula INTERNATIONAL INTERIOR IMAGES HAS BEEN PROVIDING HOTELS WITH PREMIUM QUALITY TOILETRIES AND IN-ROOM AMENITIES INCLUDING LINENS, ROBES, SLIPPERS AND PROMOTIONAL ITEMS FOR OVER 18 YEARS. Partnerships with some of the world’s leading luxury brands, such as Molton Brown and Bulgari, enable them to offer hotels exquisite designer amenities. “Guests are excited when they find a brand they love in a hotel bathroom; this can be a powerful marketing tool,” advised general manager Mark Houston. With growing awareness of the marketing potential of guest amenities, Mr Houston said the industry is selecting carefully, with an increase in requests for international brands. “With travellers more connected and digitally savvy, hotels must use every opportunity to showcase their offering and differentiate themselves.”



In-line with cultural trends, eco and social responsibility is on the rise, and Mr Houston reports that hotels are responding. “We are providing more hotels with products free from parabens, sulphates, mineral oils and animal cruelty, in eco-friendly packaging. With the upswing of conscious consumers, corporate responsibility is also a factor. “One of our brands is linked to ‘TLC for Kids’, and a portion of the proceeds from every tube sold contributes to supporting sick Australian kids and their families,” Mr Houston concluded.

h housekeeping Luxury Amenities:

Up close and personal with lifestyle branding

Luxury guest toiletries defining hotel brands



“Hoteliers today use eco-friendly guest toiletries to demonstrate their commitment to the environment,” Peter Weingartner of hotel amenities supplier Swisstrade told AMG. “In-room toiletries get ‘up close and personal’ with guests, acting as ambassadors for the hotel’s image, hence it’s vital that operators pay close attention to their alignment with a true and sustainable brand”.

guest toiletries are greatly leveraged to drive the properties image

Furthermore, the ‘conscious consumer’ is also more trend-savvy than ever. “Consequently, an unprecedented number of new lifestyle hotel brands emerging in the Asia-Pacific region are now offering a more engaging style of guest amenities.” This movement within the Australian and New Zealand hotel markets has seen the Swisstrade brands with a lifestyle image and a brand story beyond plain soap. “Already one of our strongest growth categories, our cost-efficient designer brands are turning heads and leading the trend,” Peter Weingartner said.

WATERS IN THE ACCOMMODATION INDUSTRY AND GUEST AMENITIES ARE AT THE FOREFRONT OF THIS SHIFT. Peter Weingartner of Swisstrade said that “hoteliers are no longer seeing amenities as a mere cost to the business; on the contrary, and service levels”. The Swisstrade brand manager observed that “after years of battling cost pressures post GFC, hotels are looking for points of differentiation and are choosing premium and luxury guest bathroom amenities to add value to the guest experience”. Mr Weingartner is seeing an increasing demand for auxiliary items such as turndown and bath products, and hoteliers extending their brand into public spaces with attractive washroom dispensers. “Toiletries have become an integral part of the hotels’ brand identity and marketing strategy,” he expanded. “Our wide portfolio of well recognised brand names allows us to find the right brand alignment for any hotel or resort, regardless of star rating”.


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The salon-grade formulations are complemented by five-star packaging, succinctly connecting product and branding. The Bathe Marine range is enriched with kelp extract and phytoplankton, while the South Pacific Soap Co contains coconut oil. The Wallawa Indigenous range (formerly Ritual Australia) draws on native Australian ingredients, including Victorian eucalyptus oil, Queensland lemon myrtle and Northern Territory Kakadu plum. According to BnB Wholesale Supplies, hotels are responding to increased competition from Airbnb-style properties with creative diversity. Hotel managers are choosing more varied products like green and peppermint teas to enhance this ‘home away from home’ experience for the comfort of their guests.

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Catering to all budgets, products can be sold in a minimum of 50 pieces, or in mini packs, which comprise 25 pieces across five different products. Multi-packs offer the basics of soap, shampoo and conditioner. BnB Wholesale Supplies told AMG that “while bulk rates apply to large orders, our products are available in quantities that ensure we have something for every business”.

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h housekeeping Luxury Amenities:

Natural is not just a word on the label TRENDS AROUND HOTEL GUEST TOILETRIES ARE CLEARLY EVOLVING TOWARDS HIGH QUALITY, SAFE INGREDIENTS AND ECOLOGICAL AWARENESS. Kenneth Cogle of Anoni Mor told AMG: “The experience of a skin exfoliating body scrub is lost if basic essentials like a comb, or a razor are omitted.” International travellers expect this often-forgotten provision in Australian hotels, and it actually might bother locals more than you imagined. ‘Natural’ can’t just be something you put on the label either. “Gone



are the days when a brand could make any claim they like,” said Mr Cogle. Guests love complimentary toiletries and love to take them home as keep-sakes “so, cheap looking, poor functioning or plasticsmelling products do not impress”. “Through provision of products that indicate concern for guest health and environmental awareness, hotel managers can engage with their guests on a more personal level,” Mr Cogle added. Anoni Mor employs aromatherapists and chemists to create natural and gentle formulations. Also, working with graphic designers, marketers and manufacturing experts, the company has shaped memorable products to delight the weary traveller.


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h housekeeping Bunk Beds:

Get a new perspective on bunk beds BUNK BEDS ARE NOT JUST A TREND FOR HIP AND COOL BOUTIQUE HOTELS ANYMORE; YOU CAN INCREASINGLY FIND THEM IN LUXURY ACCOMMODATION. Granted, some guests only choose bunk rooms for economic reasons, and some families may only prefer a bunk room to a traditional family suite because of the value it offers, but there are some who like retiring to a luxury suite with a private balcony, bespoke linens and two sets of queen-size bunk beds! In response to the trend for bunk beds, some luxury hotels have reconfigured some of their guestrooms, taking a chance on bunk beds and surprisingly they have been a hit. For those guests who wish to harken back to their youth, this room option is fun-filled as it brings back the spirit of pyjama parties and overnight revelry! For large families and budget travellers, these bunk rooms can make travel much more affordable because bunk beds allow several people to stay together for a fraction of the cost of booking multiple rooms. Services like Airbnb also accommodate groups and often use bunk rooms to offer extra cost-efficiency without giving up prime locations and now many regular hotels are banking on the appeal of bunk rooms too. Bunk beds are no longer just for youth hostels, holiday parks and family rooms; some of the trendiest, most luxurious hotels in the world



have added single, double or queen bunk beds to inspire friendship and memories that will last a lifetime. These are not your average budget accommodation providers either, some of the bunks offer safety, maximum comfort and come equipped with LED TVs, wireless connections and, of course, nostalgia! Family hotels, hostels and smaller accommodation providers have always recognised the benefits of adding extra beds to small spaces. The average backpacker may not be too concerned about the comfort, or indeed safety, of their bunk bed but the increasing number of families and posh-packers who are now travelling on a budget are looking for comfort and peace of mind but their primary concern is always safety…

Children: danger Consumer Protection Online warns of the dangerous injuries that can occur due to unsafe bunk bed use, most commonly when children fall from the top bunk. Children can also get stuck in gaps or get their clothes caught on tall corner posts. This may lead to serious or even fatal injuries. The site states: “There is an Australian/New Zealand product standard that applies to bunk beds – AS/NZS 4220:2010. This standard is voluntary and addresses the design and construction of bunk beds. While this standard is not mandatory, trading standards strongly advocates compliance with the standard.”

h housekeeping Bunk Beds:

Accommodation providers need to take note that bunk beds are not suitable for children under nine years of age. They need to ensure that all ladders and guardrails are fixed and stable, check regularly for wear-and-tear and always repair any damage immediately.

between the platforms to give enough sitting space. 9. Consider a bunk that can be split in two, giving you options. 10. Always ‘try before you buy’ and check for comfort and safety.

They should also make sure that the mattress is suitable for the bunk bed, with no gap. And if replacing a mattress, make sure to check the proportions in relation to the height of the guardrail. Also, make sure that a bunk bed is always placed in a safe position away from windows, window cords and well away from fans. Top bunks should have guardrails or bedends on all sides and the guardrails should be smooth and free from protrusions or potential snag points, with no gaps of 95mm to 230mm in any part on the bunk beds, including guardrail rungs on ladders. This is to ensure that small bodies cannot fit through. Once an accommodation provider has ensured that they are buying a safe product from a quality supplier that will fit into the designated space, they can consider design, style and combinations. Double or single bunks or a combination? What will best meet your needs?

10 things to consider when purchasing a bunk bed 1. Size matters: get the correct size bed for your space… king or single? 2. Look for an easy-to-assemble bunk bed. 3. Looks good? Bunks can be stylish too! 4. Can it be bolted to the floor to make it more secure? 5. Choose a mattress worthy of your guests; don’t skimp because it is just a bunk! 6. Ensure past bunk bed flaws have been rectified, such as the mounts on the legs splitting or breaking and the side rails and platform slats bending. 7. You do not want wobbly beds so ensure that the bed is superstrong and very sturdy. 8. Don’t buy a bunk bed that allows your guest to whack their head when sitting on the bottom bunk! Check for an extended gap



Remember, bunk beds are an easy and costeffective way to increase heads on beds and therefore increase revenue, they can also be cool enough to fit your vibe. There are many bunk designs and constructions available from suppliers, and all accommodation providers have specific requirements, relating to functionality, style, size, room formats. Traditional backpacker accommodations may seek a simple but strong, possibly steel construction due to high-use. These types of facilities may focus on strength and safety and a basic design. Utilitarian designs may or may not be updated but these low-cost steel designs always appeal to the cost-conscious accommodation provider. Strong hardwood timber bunks offer a softness to design while also being strong. Suppliers can offer utilitarian options in a choice of basic colours of painted steel, also timber in natural stain colours and painted finishes that complement the décor of any facility. When using bunk beds in accommodations, an important tip is to use a lighter weight mattress on the upper bunk, to provide an easier ‘make up’ of the bed for housekeeping. Another tip is to maximise space (if possible) by using the area under the bunks and beds for extra sleep surfaces available to pull out or store beds under these frames. And, for travellers who use communication devices, including phones, tablets and other valuables, why not use under bunk or bed storage lockers? Safe and secure storage in these in multiple bed format facilities, is essential and this solution to save space is logical.

Industry opinion We spoke to Australian industry supplier of beds Peter Deveny, the group manager from A.H. Beard commercial, about his thoughts on bunk beds in the industry.

housekeeping h

Q: What popular bunk bed design options are available for different accommodations? And, how can these be customised? A: Bunks are still a popular option, particularly in properties that are focused on families and other groups. Generally, unless the bunk is custom-made, the opportunities for change are mostly around the positioning of the ladder and the size of the mattress.

Bunks can be a little more difficult and time-consuming from a housekeeping perspective, so it’s important that the access and ease of making the bed are considered in the room layout and product selection. Q: Do you have an opinion on how important the quality of a bunk bed mattress is?

Q: What are the benefits/downsides of providing bunk beds?

A: Like all bed selections, the right mattress is critical. In the case of bunks, it’s equally important that you consider not only comfort and durability, but also how the mattress choice could affect the compliance to the standard. A mattress that is too high, or not high enough, may mean that the bunk/mattress combination does not in fact meet the standard, which could create major issues from an insurance perspective if a guest was to injure themselves by falling out of the bunk.

A: The clear benefit is the ability to have more guests per room, so for large groups properties with bunks are a more cost effective solution.

Q: What are the best storage solutions – is under-bunk storage important?

All bunks sold in Australia should now comply with the Australian Standard, AS4220.2010, so the quality of bunks on offer is far better than we have seen in the past.

A: This is a decision that is best made to suit individual properties. Again, depending on the type of guest, and the availability of other storage in the room, it could be an important addition or just an added cost with little benefit.

Q: What colours and styles are on-trend right now? A: Usually the most popular colours are blacks and dark greys as these tend to be durable and practical, hiding any scuff marks or scratches.

There are a handful of products in the market, including our model, which have Blue Tick compliance.

By Mandy Clarke, Industry Reporter

Preferred Mattress Supplier to

Preferred supplier to leading resorts Multi award winning mattresses Customisable mattress designs Exported to key Asian markets 35 years of quality experience Proudly Australian Made Nationwide Service

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h housekeeping Space Saving:

Overcrowded? Space saving sleeping solutions

Image of a room at citizenM Tower Hill Hotel, in busy London

THE MOST SUCCESSFUL ACCOMMODATION PROVIDERS CREATE OPPORTUNITIES AND SOLUTIONS NOT PROBLEMS. Even in the busiest of cities, a well-thought out accommodation interior will ensure superb comfort and style in even the tightest of spaces. Accommodation with restricted space relies heavily on the effective utilisation of available surfaces and new ideas for space-saving interiors need to be as versatile as the guests. Here follows a few creative solutions:

Go up! In 1972, the renowned Japanese architect Kisho Kurokawa opened the first capsule building in Tokyo, Japan, this futuristic building triggered Japan’s numerous capsule hotels that expertly packed large numbers of guests into very tight spaces. These small, self-contained sleeping capsules are stacked one on top of another and are a cheap and efficient way to accommodate guests. Once the coffin-like capsules were only used by businessmen who needed an affordable place to stay overnight but they have recently



become popular in backpacker hostels and have become more luxurious and sought-after among vacationing couples. It's no surprise that Japan (in need of more space) is at the forefront of this space saving design but as cities continue to grow and expand with more travellers, perhaps something can be gleaned from how these capsule hotels use vertical space. So, why build out when you can build up? Utilise high ceilings by adding bunk beds or raise beds so that the space underneath can be used for a desk, sofa or additional beds. The most dramatic designs involve clever positioning of the bed, creating a clever sleeping spot in a space that you would not normally consider using.

Multi-task A bed that is there when you need it but can vanish or double up as another feature when you don’t need it is a perfect solution. This design model is ideal for institutes like hostels, colleges and hospitals where room occupancy can be regularly increased, especially vital in hospitals where patients as well as their attendants need comfortable sleep spaces without having to increase the room size.


Guestroom Bed choices from Weatherdon UPRIGHT BED

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Product Code: 683122

DELUXE FOLD-UP BED Product Code: 683111

STANDARD FOLD-UP BED Product Code: 683100

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20cm spring coil mattress Easy to wheel, compact size Wood grain headboard All beds use strong tensile steel Fire resistant fabric Holding strap for mattress Heavy duty castor wheels Load limit 200kg

Easy to wheel and light to use Durable thick mattress Dark wood headboard Mattress holder bar at base Replacement mattresses available Zip-on washable cover 12cm thick quilted foam mattress Load limit 200kg

Easy fold-out and light to use Compact size for easy storage Castors on two wheel locks Holder bar at base and head Powder coated steel frame Zip-on washable cover 10cm thick quilted foam mattress Load limit 200kg

phone: 02 9906 2202 email:

h housekeeping Space Saving:

Why not seek furniture that can multi-task? All cleverly designed beds, sofas, tables and storage options can be used in one way and then fulfil another purpose depending on the need. Why not use a bed as a sofa or a dining table as a desk?

For instance, make a feature of uniting the bed, storage space, connectivity, TV, sound and lighting or the wardrobe and in-room bar. Combine artistic flair with technology and surprise guests with functions that will turn their stay into a fun, eye-opening experience.

Surprise functions can also diversify interior design: a modern hotel guestroom can be transformed into an office in a few simple steps with the aid of the necessary well designed furnishings.

Clever solutions

Multi-use furniture can be sourced whatever the budget and you do not have to compromise on pizzazz. Stylish pull-out or fold-together furniture can be found that also offers comfort and durability. Make a small space appear larger by reducing furnishings to only the essentials and suddenly an extra bed or sofa can appear and be pulled out or folded together, only when required.

The trend towards small, designer accommodation means that more high-quality designed furniture and furnishings are available for the smallest of rooms. Beds, cupboards, shelves, and chests of drawers can be built into the wall or provide clever storage solutions for hotel guestrooms, studio apartments, offices, hostel rooms or even hospital rooms; any space with compact dimensions.

Tailor-made experiences

With living spaces becoming increasingly limited due to increased real estate prices, there is a huge demand for simple ways to maximise space without compromising on design or convenience, and don’t forget there is nothing easier than using a rollaway bed! It can be easily stored and rolled out only when needed, but never skimp on quality – even a rollaway bed must be able to offer a satisfying sleep.

Make your accommodation space unique with tailor-made design.

By Mandy Clarke, Industry Reporter

Even the simplest change can give your accommodation much more flexibility, such as using spilt king beds that can connect together. This solution provides dual-use for a room in the matter of minutes.

Flexible bed options from A. H. Beard PROPERTIES NEEDING TO OFFER A RANGE OF FLEXIBLE OPTIONS IN THEIR BEDDING CONFIGURATIONS HAVE SEVERAL OPTIONS TO CHOOSE FROM. Split king options, where two long single size ensembles are used as either separate beds or joined together to form a king bed, are by far the most popular option when space doesn’t permit having two beds in the room.

Bedroom flexibility and sleeping creativity FOLDING ROLLAWAY BEDS ARE A GREAT CHOICE WHEN ADDITIONAL SLEEPING SPACE IS NEEDED. PERFECT FOR HOTELS, MOTELS, DORMS AND SERVICED APARTMENTS. Rollaway beds and cribs give customers options and the property more opportunity to add value.

Some manufacturers have improved the construction and design of these joining systems, to provide a less noticeable change in feel when the beds are joined.

Weatherdon’s Compass-brand rollaway beds fold up for easy storage and fit into a standard lift. Today, there are choices aplenty: select between full, medium or minimalist headboards. Mattress widths range from 90 to 100cm with either 10cm, 12cm foam or 20cm of comfortspring mattress on the upright bed that speaks to the brand impressing the plus-one guest.

As in many areas, guest expectations have changed and a split king bed is often seen to be an inferior offer to a conventional king, so the less obvious the join is, the better.

Strong straps and firm fasteners hold the luxe upright mattress in place and castors make for manoeuvrability around tightest corners.

So, if you are looking for a split king bed, choose one that offers the most comfort foam, these will generally provide a superior feel when joined.

Weatherdon Corporation’s team of designers test mattresses and trial fold-up frames manufactured specifically to meet the unique demands of the hospitality sector.

These generally use either a zipper or a Velcro joining system, both have unique advantages depending on the priorities of the operator and the technology of the bed.



energy & resources er Lighting:

LED lighting vs. halogen DESIGNING A LIGHTING FIT-OUT OR UPGRADE FOR A HOTEL CAN BE AN EPIC ADVENTURE BUT IT’S AN ADVENTURE THAT REQUIRES SOME KNOWLEDGE AND PLANNING. Even rose-coloured glasses will not look favourably upon a stark glare from overhead lights, or lights so dim that your guests are squinting to see their travelling companions. Lighting matters, and it requires a degree of expertise and some understanding of how people respond to light and colour. In Quality Lighting for High Performance Buildings, author Michael Stiller wrote: “Quality lighting is the result of an integrative design process in which the building design, interior design, and lighting design evolve together to create a built environment that is sustainable, productive, and healthy for the people who occupy it.” His 2012 publication also prompts readers to acknowledge that ‘lighting is not all about the lights’. In a journal article titled ‘Best practices in hotel architecture’, published in Cornell Hotel and Restaurant Administration Quarterly, Siguaw and Enz suggested that successful guestrooms adopt a home-like environment so guests can feel at ease. How can a hotel manager or operator have their lighting contribute positively to this? AMG took this one to the field to gather insight from some industry specialists.

on, sharing the ideal ingredients for bedroom lighting, covering relaxation, as well as task lighting which within a bedroom, covers reading, dressing and often in the case of hotel rooms; working. “For a bedside lamp to offer enough light without producing glare when reading in bed, the lampshade should sit no higher than your shoulderline,” Ms Mckay advised, suggesting that the ideal lampshade will be opaque with a narrow top to focus light downward for reading. “Tiny recessed LED lights in a bedroom wash light over a wall feature such as a stone fireplace or artwork” and “directional LED lights may be placed flush to the floor to reflect upward, within the ceiling to reflect downward, or inset midway up the wall to subtly light a path to the bathroom”. Working with a designer, or reading widely on design principles can help create a memorable atmosphere, carefully customised to suit the purpose of the space.

Industry views Working with light to create ambience Louis Pavlos of EzyasLED says lighting defines the ambience of the space. “From illuminance, glare limitation and luminance distribution to light colour, colour rendering, direction of light and modelling,” Mr Pavlos suggests the implications for guest experience are far-reaching. Lighting in hotels can be achieved through a combination of elements, not just the actual lights. Mahmoud Kebbi from Legrand Australia explained that assessment of rooms and spaces must precede recommendations. For example, the placement of windows will affect how much light is naturally available, therefore determining the artificial light required. In the interest of guest comfort, “installing luminaires with dimming options ensures the correct light level is achieved”. It also allows for variations in natural light throughout the day, as well as mood lighting in the evening. The degree of ‘reflectance’ from internal surfaces also contributes. “With reflectance, I am referring to the colour and finish of the walls, ceiling and carpet,” Mr Kebbi elaborated. When choosing lighting for a space, the form and function of the facility must underpin the selection process. The lighting selected for each space will form a part of the guests’ impression of the hotel; how it interacts with the intended use of the space is vital. “In a bar or restaurant, for example; luminaires need to ensure that they not only offer the required general light and mood lighting levels, but also form part of the overall design aesthetics of the area.” Lighting can not only be functional here, but a branding strategy. In a feature space, like a dining room, Mr Kebbi recommends using the lights to contribute to the décor. “Using pendants that appeal to guests, and suit the décor can support the branding of the hotel.” Vancouver-based interior designer Ami McKay was quoted in an article SUMMER 2017


er energy & resources Lighting:

LED lighting vs. halogen As more hotels switch to LED, the benefits become increasingly apparent. Mr Pavlos told AMG that “halogen lights simply cannot provide the quality of directional light that LED can, and when considering quality, longevity, and energy usage”, the general shift towards LED is making a whole lot of sense. From a purely economic perspective, the cost and energy savings are clear. Mr Pavlos estimates the longer life span at seven to ten times that of a halogen globe and indicated that (coupled with reduced maintenance) the higher initial outlay still delivers a return on investment within a few years. “LED lights achieve instant light, with no warm up time”, and achieve a reduction in heat, as they “run at a cooler temperature”. Mr Pavlos concluded with the news that “LED lights do not contain any toxic substance like mercury”. Mahmoud Kebbi further supported LED as a green choice when sharing his view. “With a significant reduction in energy consumption, reduction of CO2 emissions results,” he explained, citing a typical LED fixture as boasting up to A 50,000-hour life. Mr Kebbi warned that one colour temperature setting does not fit all. “You want warmer colours for mood and ambient lighting”, such as in an intimate dining setting, or guestrooms. For recreational areas, on the other hand, Mr Kebbi recommended a cooler colour temperature. “Generally warmer colours are used in rooms and for dining, as warmer colour temperatures create a perception of comfort, relaxation, and a warm environment, while cooler colour temperatures stimulate a brightness and alertness.” Anecdotal evidence suggests that recreational areas are generally lit at 4000K or above, which is certainly at the cool end of the spectrum. “I have not seen any recreational area lit to a 3000K colour temperature, generally they are lit with 4000K and above,” Mr Kebbi concurred. Glare Mahmoud Kebbi agreed that luminaires should keep glare to a minimum to ensure comfort for hotel guests, but also suggested offering dimming



functions to give guests more flexibility, and control over their own comfort. A poor level of lighting comfort may not be immediately apparent, according to Mr Kebbi, and the visual discomfort may go unnoticed until eyestrain or headaches have dulled the mood. To ensure that lighting is providing comfort, it is vital to follow the guidance of Australian/New Zealand standards for interior lighting highlighted in AS/NZS 1680. The Standard offers a wealth of guidance on how to avoid lighting discomfort, offering detailed recommendations on factors such as the management of glare, optimum lighting levels for various applications of rooms, colour temperature suggestions, and colour rendering requirements. Mr Kebbi paints a sublime possibility. “Offer lighting that works with temperature and blind control; at the push of a ‘comfort button’, the lights dim, window shades close, and the temperature is regulated - giving a full three-dimensional comfort experience.” While this may not be within every operator’s reach, there are clear and transferrable concepts: comfort, ease and flexibility. Can your guest see well enough to review an important business contract at the desk provided? Can they then relax on the lounge in the absence of glare and harsh lighting? Can they dial up the type of lighting they desire? Mr Kebbi said that “a hotel stay is all about the journey” adding that “it’s their experiences and enjoyment while they stay with you that create the memories that have guests returning and recommending”. Both respondents agreed that when energy savings were included in the costing, LED would most probably prove more cost effective than traditional luminaires, and offered flexible options. “The alternative range available in LED now provides something that suits the look and feel of most hotels,” added Louis Pavlos. The word on the street is clear: lighting is a central piece in the guestcomfort puzzle. In their comprehensive 2001 title, Building Type Basics for Hospitality Facilities, McDonough et al. stated that ‘hotels are in the business of memories’. If memories are your business, have them remembered through the ‘comfort-lens’ of thoughtful and sensitive lighting design. By Suzy Barry, Industry Reporter

fb food & beverage Buffet, Banquet and Functionware:


Mix it up… Consider a variety of seating options suitable for the particular event. For instance, at a more casual affair you could include sofas, comfy lounging chairs and benches, alongside more traditional tables and chairs, whereas a formal event will require more traditional and uniform arrangements.

How is it presented? How does it look? How does it smell? How good does it taste? Do you want your guests to feel welcomed and relaxed, or stimulated and engaged? Either way, you will always want to impress. If you don’t give the arrangement and set up of your environment much thought, it will have a negative impact on the presentation of your food and therefore how your guests feel about it. So, fully commit to the creative art of food presentation by putting people at ease.

Adaptable… Seating selection needs to cater for intimate functions like weddings as well as theatre-style meetings, business roundtables and informal gatherings. The furnishings also need to be storable and easily handled.

Where should you start when planning an event? Thin profit margins and stiff competition means that staying ahead of the curve requires creative yet practical tips and ideas. Guests love uniqueness and originality, so in addition to providing the usual basic package that guests expect – throw in a curve ball and think outside the box!

Here are some pointers to equip your business for a successful event: Comfort… Whatever the event, start here as your guest will be happier if they are comfortable. After all, hard and uncomfortable seating can turn even the most fun event into a long and tiresome affair. Take care when choosing function seating; comfort far outweighs cost. Keep aesthetics and adaptability at the forefront of your mind.



Tables… Need to fit the same parameters as chairs, and make sure the table and chair heights match for comfortable eating. Outdoors… For outdoor events, you need to include something to provide shade (sails or umbrellas) and have a plan for wind and wet weather. Aesthetics… Ensure the materials and finishes fit the ambience of your function rooms, from steel, chrome and aluminium through natural and artificial timber, plastic, nylon (perspex/acrylics) to bamboo and cane. Once you decide on a material then you can worry about coverings/ finishes, colour, and ergonomics! Go local… Guests love this! Source from your local environment and showcase beautiful local products from food to the buffet and banquet ware, also the furnishings and décor. Staff… Are your most important asset! Train them well, treat them well, encourage and praise their ideas and creativity.

We acknowledge our client ‘PARKROYAL’ for the use of their images showing another acquisition from Innova Group.

fb food & beverage Buffet, Banquet and Functionware:

Equip… Use stylish, practical function ware. As with any form of dining, presentation is the key and remember food also needs to be served quickly, at the correct temperature, safely and with a bit of pizzazz. Buffet… This is the most popular way to serve food at a function, your presentation can dazzle guests if you do it right. A buffet needs to look stunning, showcase the produce and flow well; allowing guests to easily choose their goodies, staff to replenish as quickly as possible, and clear away without a fuss. Table service… This can be slower, cumbersome, and can deliver cold food or mixed-up orders and is complicated by today’s dietary preferences and fads. Successful table service can be a delightful experience and very relaxing if the staff are well trained and the table ware is on point. Serving… You may need chafers and chafing dishes to heat lamps and buffet warmers, to serve meals at safe and desirable temperatures. Carving stations are popular and other heating elements to cook or prep food on-site and they certainly add to the wow! factor. Food warmers… These are needed to keep food temperatures above the Hazard Analysis & Critical Control Point danger zone. The HACCP danger zone is identified as 5°C to 57°C, which is the temperature range where most pathogens will multiply in foods. Therefore, food that is held between 5°C to 57°C may become time-temperature abused and could lead to serious or fatal illnesses in guests. If you’re transporting pre-cooked meals from your kitchen to an off-site location, then you also need to have the proper equipment to keep food hot. Presentation… Choose your crockery, cutlery and beverageware wisely. Appearance is crucial while maintaining practicality, longevity, ease-ofhandling/storage and cleaning is essential. Replacement costs are also a factor but that does not mean function ware needs to be dull. Displays… For intimate functions like weddings, an all-out display is absolutely required and usually planned with the couple, but stylish table cloths, centre pieces, floral arrangements, and placemats can enhance any function. You can go crazy with your creative side here, but a classy display always draws attention to the beautiful produce used or add a nod to your environment by displaying tropical fruit, native flowers, local crafts, or indigenous art work.



Coffee… People are coffee-crazed! And, the trend for good barista coffee is not going away. Why not make a spectacle of this coffee craze and include a coffee station - use a professional barista to serve locally roasted coffee – the delicious smell will add to your atmosphere. Or provide a good quality coffee machine for guests to help themselves. Dessert… The latest trend in event planning is to include a stunning display of incredible deserts, chocolate, or sweets. A sweet/dessert display can be striking and the more Willy Wonka-ish the better! Mood… A good atmosphere doesn’t just appear you must create it and can depend as much on lighting as it does on ambience. Use lighting effectively to enhance the desirability of the food presentation, create a subtle tone and mood or to distract from tired décor. Similarly, the type of background music you choose can really set the tone for the event, get people dancing or provide a background for intimate conversations. White and noise… Have an area to project video or images, and have a rocking audio-visual display available not just for business events but also for celebratory parties. Connectivity… Don’t forget, guests will want connectivity for their devices always (not just at business events) they will appreciate free wifi and will want somewhere to charge their hand-held devices. If you don’t want guests crawling around your event space looking for a plug socket, during well-planned wedding event it is advisable to provide plenty of allocated charging areas. By Mandy Clarke, Industry Reporter

food & beverage fb supplier profile RAMLER INTERNATIONAL


“We are deeply honoured to be awarded with two highly coveted HX awards for our Connect Chair,” said Garry Ramler, Managing Director. “The Connect Chair grants the No. 1 wish of today’s mobile-dependent meeting goers: “I wish I could charge my devices without leaving my seat” and has all the comfort and practical features hoteliers expect from a high-use environment.”

Customers include leading brands such as Starwood, Marriott and Westfield Corporation. Recent Australian guest room projects include Rydges Brisbane, Sydney Harbour Marriott, Sebel Pinnacle Valley Report and Monash University Student Housing.

Ramler also unveiled its sleek, portable, stainless steel Elements Live Cooking Station at HX that features both induction cooking and warming surfaces and comes in two nested table sizes.

Ramler’s recently launched Connect Chair was named BEST NEW PRODUCT for Hotel Products and BEST OF SHOW, at the recent HX: The Hotel Experience Show in New York City. Now considered the hottest new product in the hospitality market based on originality and innovation, the Connect Chair enables guests to conveniently plug in to a high-capacity USB port powered by a rechargeable battery pack hidden beneath a removable side tray. Whether the Connect Chair is being used for theatre-style seating, as a mobile-device charging hub or as a VIP seat with two padded arm rests, this versatile design has the contemporary style, high durability, and connection options that today’s designers and facility managers demand.

“If you want a choice of presentation options, then the Elements Live Cooking Station is the ultimate addition to any event. These easy-to-use induction cookers and safe warming stations glide between heatresistant compact laminate bench tops, and the integrated concealed wiring makes each station simple to clean which is something that today’s chefs and food-and-beverage directors are sure love,” said Garry. One of the things we love most about Ramler is their creative energy and versatility to meet the constantly changing needs of the hospitality marketplace, and we’re very excited to learn Ramler have many more new projects in the pipeline, so watch this space!





Removable side tray features a rechargeable power bank, where guests can keep their smartphones & tablets fully charged all day



Removable full-size padded armrests transform event seating into VIP furniture, while the integrated grip handle doubles as a coat hook



Contoured seat & flex back design provides ergonomic support for a perfectly relaxed posture






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Stacks ten high for convenient storage, while the inbuilt grip handle assists with easy movement for event setup



Each chair is constructed from high-quality powered-coated steel, commercial-grade foam and stain-resistant fabric












fb food & beverage Buffet, Banquet and Functionware:

Innova buffet solutions MITYLITE’S MOST RECENT ADDITION TO THEIR HOSPITALITY NAKED TABLE RANGE, ‘REVEAL’, IS THEIR VERSATILE ‘MOBILE BUFFET’ RANGE. CHANGING THE WAY HOSPITALITY WORKS IT ALLOWS FAR GREATER FLEXIBILITY AND EASE OF SERVICE. The Mobile Buffet allows for food setups and prep to be completed back-ofhouse then simply wheel into the buffet area with no fuss making an upscale statement. The Reveal buffet range is designed to reduce costs, eliminate linen and deliver the ultimate in styling in a variety of sizes, surfaces, and frame finishes. From meeting rooms to buffets, breakout spaces to registration areas, Reveal Tables are the next ‘must have’. And in support are the designed in Australia, stylish yet versatile ‘nesting’ solutions that have no trouble taking

centre stage when not in use. They look fantastic with their staggered height adding interest to food or drink presentations and can be very quickly set up in many layouts to suit individual needs and add variety to breakouts. Stainless steel or powder coated every venue needs a couple on hand.

Is there a simple fix for guest connectivity during events? YES, CLAIMS INDUSTRY SUPPLIER OF BANQUET AND CONFERENCE WARE, RAMLER INTERNATIONAL. THEY RECOMMEND THEIR AWARD-WINNING CONNECT CHAIR WITH A REMOVABLE SIDE TRAY THAT FEATURES A RECHARGEABLE POWER BANK, WHERE QUESTS CAN KEEP THEIR SMARTPHONES AND TABLETS FULLY CHARGED ALL DAY. Garry Ramler, managing director, said: “The Connect Chair really is the best new product on the market because it represents a totally new way of looking at function seating. It’s a banquet chair anyone would be pleased to have in their homes with strong residential inspirations and a wide range of fabric and frame options. It has all the comfort and practical features hoteliers expect from a high-use environment plus it adds conveniences that meeting delegates will enjoy – especially when sitting through a lengthy presentation – such as a flexible backrest offering ergonomic lumbar support, a place to hang your coat or jacket using the built-in handle grips and optional VIP padded armrests. People are telling us that our removable side tray with USB port is ‘genius’.” He continued: “Not only does it grant the number one wish of today’s mobile-dependent meeting goers – namely, being able to charge their devices without leaving their seats – but it also offers up an added convenience to hold personal items and beverages.”



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Designer food and bev style from Ramler RAMLER’S NEW ‘ELEMENTS LIVE COOKING STATION’ WITH INTERCHANGEABLE PANELS OFFERS MAXIMUM FLEXIBILITY WITH DESIGNER STYLE FOR EVERY F&B OCCASION. Chefs and accommodation managers expect to be able to easily heat things up and according to Ramler International, their recently unveiled sleek, portable, stainless steel Elements Live Cooking Station meets any food service style, with both induction cooking and warming surfaces and heat-resistant laminate bench tops. Available in three sizes, these easy-to-move nesting tables offer impeccable style and limitless options. “The creative energy and versatility of Ramler has enabled us to meet the constantly changing needs of hotel food-and-beverage departments,” said Garry Ramler, managing director. “The sleek and contemporary design of our Elements Live Cooking Station is the ideal portable live cooking station, especially the nesting capability that is so convenient for properties with minimal storage.”






+61 (0)439 638 151 | | |





t technology Cloud Computing:

Is the cloud the best option for your business? WE ALL KNOW THE INTERNET HAS COME ALONG LEAPS AND BOUNDS IN THE LAST DECADE BUT JUST HOW FAR HAVE WE COME IN TERMS OF CONVENIENCE AND SECURITY? When ‘the cloud’ became a reality a few years back, many managers breathed a sigh of relief at the idea their information was safe and sound in a cushion of floating security, where they were no longer restricted to accessing what they needed whenever they needed it. No longer would they lose data or private information if their hard-drive crashed, and no longer did they have to transport that information everywhere they went. Suddenly, managers and business owners had the capability of logging into the cloud and accessing their information, no matter where they were. However, just how reliable is the cloud? Here are some things you may wish to consider as you move your business and your information into 2017. For many, the cloud is no longer the ‘be all and end all’ for information security and convenience. Property managers, especially in Australia, feel limited by the cloud and are looking for a solution that offers greater stability but, more importantly, freedom from poor internet connections and unavailable servers that so many property managers find themselves facing. In Australia, a good data plan can be hard to find; you may think you are on a good one until you are in a position where your data is shared, reducing the bandwidth when you are out and about using a shared wifi connection, or using the data on your mobile phone plan. Comparatively, Australia is low on the global list for internet speed with our current ranking sitting at 48th. This is actually down from a ranking of 46th in 2015, according to the Sydney Morning Herald. Property managers currently feel ‘tied’ to their front desk more often than they wish to be, relying on a not so reliable connection to keep their information up-to-date and to receive information in a timely matter. What accommodation providers need is a solution that can be used from anywhere, one which is not necessarily dependent on the internet. Even more importantly, property managers may also be concerned with the security of their information being on the cloud. Recent statistics on information security is proving to be a concern for many organisations across the globe. Many people are asking ‘just how secure is my information on the cloud, and how is my information



kept safe?’ Often, we don’t know how secure our internet connection is, or who it’s being shared with, causing more and more people to be concerned for their cyber safety. Data security is a big risk, even for the largest of organisations. For instance, the recent controversy over the alleged hacking of the US presidential campaign, or even the data security breaches of big organisations such as LinkedIn and Adobe, not to mention countless others. This may indicate that data stored on the cloud is not all that safe. The Australian Financial Review discussed research completed by IMB in an article, indicating that last year the average total organisational cost of a cyber breach had peaked at $2.82 million. Now, even though statistics reflect this figure has dropped since 2015, it’s still a figure that’s too high to ignore. It can often be a real conundrum for accommodation providers: do they risk hosting their data offsite for the convenience of accessing their data remotely? Or do they host data locally and give up their freedom from the desk? If only there was a solution that could provide the best of both worlds, a solution that will arm managers with the right tool to effectively operate their business from anywhere at any time, without being tied to the front desk, while simultaneously solving these important security and internet concerns. Providing more opportunities to work flexibly, with the knowledge their information is secure at all times, the future for property managers looks brighter than ever. By Sylvia Johnston, Senior Executive, HiRUM Software Solutions

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technology t

Cloud Computing:

Every cloud has a silver lining… THE ‘CLOUD’ IS A HOUSEHOLD TERM FOR THE MAJORITY OF AUSTRALIANS IN 2017 BUT DOES EVERYONE ACTUALLY KNOW HOW IT WORKS? The reality, as with so many other things, is probably that we know just about enough to see the benefits and not quite enough to prevent catastrophe. The ‘cloud’ essentially refers to a wireless storage system where an external, third-party server houses all your files, emails and anything else you would ordinarily have to back-up. The system means you require internet services to access anything, but means you don’t have to worry about maintaining your own server. Email, for example, has worked on this basis for many years; we simply pay a regular fee or subscribe to a remote email host. In general, cloud services tend to cost less than the cost of installing and maintaining an in-house server. The other widely known benefit is the eliminated need for back-up drives and servers. When you store everything in-house, all it takes

InnQuest Australia Why risk your data in a shared cloud when you could have your own? Ask us how today!

is a single catastrophe like a fire, flood or simple power cut for you to lose all your data. With cloud services, this is more unlikely as the cloud will have all your data stored in multiple locations as well as in a remote server. You are also able to access the information from multiple devices and locations. Of course, there are times when having an internal or in-house server comes in handy. Hospitals, for example, often utilise onsite servers because they prefer to keep all their data in-house. Although this type of system will mean paying for the hardware and maintaining constant back-ups, it does enable self-sufficiency and control over the data. From a security point of view this could be beneficial, particularly if some of the data is offline. Having an offline component is also useful in the event of an internet blackout, not to mention it will likely be quicker to access information than with an internet-based service. The key to deciding which approach would work best for your property’s need, is writing out a list of requirements. Often, a solution that has both in-house and cloud capabilities will appeal most. What services do your daily operations demand?

roomMaster The most powerful, flexible, easy to use and affordable property management system. On the ground or in your cloud. | +61 3 9728 2500 | SUMMER 2017


t technology Cloud Computing:

Email is a given, but what about document and file sharing? Channel management? Video conferencing or media use? Do you have confidential data you need to encrypt and store? How do you process payments? What is more important to you, accessibility speed or data security or are both equal concerns? These are all things that can be wrestled out in packages with different solution providers; the most difficult part is remembering to ask the questions. According to Statistica, 81 percent of all global mobile data traffic was mobile cloud traffic in 2014 and this is expected to increase to 90 percent by 2019. So, at a personal level, people are increasingly ‘on the

cloud’. Guests, though they might not know exactly how it works, spend a lot of time interacting with cloud servers whether they are watching TV on-demand, sending work emails, video chatting relatives, ubering from the airport or engaging social media platforms. That is one other benefit to cloud services; they have become the casual baseline for many internet users; guests will probably expect you to be on the cloud. Knowing that most people are on the cloud can actually be a business advantage in tourism. There are countless ways that guests and locals can interact online; primarily through cloud-based apps. Google Maps and Uber are obvious ones: guests want directions or need a lift and they can reach out in the time it takes to connect to a remote server. Taken a step further, cloud-based apps can be created by almost anyone as a kind of ‘self-service’. There is a reason Airbnb has been so successful, and that is partly down to its easy, approachable app interface. If your property was able to share ‘commonly asked for’ directions or restaurant recommendations via its cloud-based software, perhaps as an incentive to sign into the wifi, this would be a beneficial way to engage guests where they already are – on the cloud. Cloud-based software seems unlikely to be disappearing any time soon and if the statistics are to be believed, we can expect to see its global use increase even further over the next few years. The implications that this may or may not have for individual accommodation providers depends on the managers and guests at that property. What are your priorities? What is the management’s vision for that property’s target market and daily operational behaviour? Cloud-based systems are flexible and a creative mind can integrate a variety of different solutions – some including in-house server components as well – the key is streamlining what would best suit the property along with what is financially feasible.

An industry perspective: InnQuest director Carol Nesbitt shared her opinion regarding what she believes is the most important factor for accommodation managers to consider when looking to install or upgrade cloud computing software. “With our head in the clouds and the most basic technology these days allowing any business to utilise internet-based systems we need to pause occasionally and think about the future before committing to impractical solutions, a good PMS system should offer in the cloud or on the ground after due diligence of networks. “The most important factor for a move to the cloud is to truly assess your business objectives and how a cloud server set up may help (or hinder) these objectives. Apart from the accessibility of a cloud-based system, have you considered where your data will be located when it is no longer onsite? How secure will this be? Do you still meet your business obligations to protect your clients’ data? Can you still access your data in the event that your cloud is not available or your internet is experiencing downtime…? Can your internet connection even handle a cloud-based set-up without compromising speeds? “While cloud-based computing has revolutionised our industry and even some server-based PMS systems can easily be installed on cloudbased servers, it needs to be stressed that the cloud is not for every business and more and more we as technology vendors need to take the lead in helping a client find the solution that is right for them either in the cloud or on the ground.” By Rosie Clarke, Industry Reporter



technology t Guest Data:

2016 the year of the data explosion IT HAS BEEN AN INTERESTING YEAR REGARDING THE MASSIVE AMOUNT OF DATA PEOPLE ARE DOWNLOADING AND UPLOADING. INTERNET CONNECTIONS ARE BEING PUT UNDER IMMENSE STRAIN FROM STREAMING VIDEO DOWNLOADS AND UPLOADING DATA. More and more people are uploading; posting on social media, uploading video files, video conferencing and synchronising numerous devices together. Australian requirements for data exploded in the last year as online streaming video on demand (SVOD) took the country by storm. It is estimated that approximately 2.7 million Australians watch Netflix. The Australian Bureau of Statistics June 2016 Internet Usage Report says that the total volume of data downloaded in the three months ending June 30, 2016 was 2.1 million terabytes (or 2.1 exabytes). This is a 22.3 percent increase in data downloads when compared with the three months ending December 31, 2015. From June 2015 to June 2016, the volume of data downloaded by fixed line broadband showed a 51.8 percent increase. Upload statistics were unavailable. Unfortunately, our upload speeds in Australia are a disgrace and need to improve and increase dramatically. Your internet connection over the Christmas holiday period would have been put under the pump. With advances in online technology and streaming of television, your guests are using and requiring more data and bandwidth on a daily basis.

For every hour of 720p (resolution) video footage on YouTube, you're using up around 2.2GB of data.

In 2012, the average YouTube viewer watched six hours of video per month. YouTube has since stopped publishing this statistic, but does claim that the number of hours watched by users goes up by 60 percent each year.

Renting movies and TV shows through services like iTunes, BigPond Movies and Xbox Movies can require a large download. Normally, the size of the file is in the product description. Video streaming uses up as much data as downloading the video; you use the same amount of data every time you watch it.

Purchasing games through online stores and downloading the game files can be more than 50GB per game. Then there are patches and updates that can be gigabytes in size.

Skype or video calls use more and it varies largely depending on the quality of the image being sent. It's very close to YouTube and other video streaming services in this respect, around 40MB every five minutes, or half a gigabyte per hour.

Increasing your bandwidth with an internet service provider is crucial to ensure that your wifi is delivering the speeds to your guests. To give you an idea of some of the data requirements for different online technology services, I have taken some figures from WhistleOut’s Broadband Usage Guide released September 2016. Please remember that these figures change daily and differ from person-to-person. •

The average Australian spends around 48 hours browsing the web per month or about 7GB per month per person in a household.

For Netflix and other streaming TV services, standard definition viewing, expect around 700MB data usage per hour. For high definition streaming, expect around 3GB per hour data usage. Streaming is the number one data hog. Netflix automatically chooses the best resolution stream based on the speed of the connection.

A standard-length movie on iTunes requires 4GB for an HD file and about 1.5GB for an SD copy. TV shows require about 1.5GB for HD and 800MB for SD. Facebook and social media use approximately 2MB per minute (minimum) depending on what is being done and if there are videos watched or embedded and numerous photos viewed, these figures spike dramatically. Videos are embedded in nearly everything now.

Judy Senn

So how did your internet bandwidth cope this Christmas holiday period gone? Are you able to give more free data to your guests or will this cripple your internet connection? My suggestion is to look into getting unlimited monthly data on a midband plan (SHDSL) or the NBN (if available in your area) or at the least a second ADSL2 connection. Data and bandwidth requirements are only going to grow more and more every year. With the NBN, streaming of video and Foxtel looking to stream their services in the very near future, you need to start thinking about how you are going to deliver this to your guests and/or allow them to successfully watch what they bring with them. By Judy Senn, Director, Timeout Internet SUMMER 2017


m marketing Cross Channel Marketing:

A guide to cross channel marketing The customer journey Once upon a time, the customer journey was simply a matter of going through good old-fashioned physical channels like word-of-mouth, a physical travel agency, phone call to the hotel and face-to-face interactions with hotel staff. Times have changed and the customer journey has become a lot more complicated in a crowded marketplace where accommodation providers are jostling for their attention. On average, customers start looking at travel and accommodation options 45 days prior to their trip. During this time, they dedicate six to eight hours to research, exploring destinations and locations through OTAs such as, Expedia, Wotif and Agoda. They also spend a lot of time moving back and forth across channels reading online reviews about the properties that interest them on OTAs and TripAdvisor, heading to the accommodation website (where they should also be able to access reviews and testimonials), and going back to the OTAs where they check the reviews again. CROSS CHANNEL MARKETING. THOSE THREE WORDS STRIKE FEAR INTO THE HEARTS OF MANY ACCOMMODATION PROVIDERS. BUT IT DOESN’T HAVE TO BE LIKE THAT. Cross channel marketing isn’t as complicated as it sounds. Once you’ve got your head around the concept, it’s just a matter of harnessing the opportunities cross channel marketing provides to increase your customer base and loyalty to your brand.

What is cross channel marketing? Now more than ever, cross channel marketing is an important tool that can help you establish an ongoing relationship with your customers. Cross channel marketing is about optimising the customer experience so they develop an allegiance to your brand and spread the good word.

Customers search for accommodation via the web using a desktop computer, laptop, mobile phone or tablet. Thirty-five percent of all bookings are now made via mobile devices. That number is growing fast with an estimated increase to 50 percent in 2017. During their journey, customers are also choosing to switch between devices, starting out with a smartphone or tablet and completing the transaction using a laptop or home computer.

Website engagement A website continually updated with better and more interesting information that cannot be found on an OTA is a tantalising carrot for the customer that could influence their decision to book direct, which is what you want.

Things to do every month:

This happens when you engage with customers via coordinated digital channels that deliver a consistent streamlined message about your brand.

You might currently rely on online travel agents and physical travel agencies for recommendations but these agencies can charge hefty commissions and there is no guarantee that OTAs and shop-front agents won’t promote other similar accommodation options over and above yours.

Name your channel

Channels include OTAs, TripAdvisor, social media (Facebook, Twitter, Instagram, Google+, YouTube), emails, newsletters and your website. Your website is one of your greatest assets and a crucial platform to offer customers access to several channels that will enhance the value of your brand. But not all channels are going to work for your guests. This is where your knowledge of your guest demographic comes in: cater to your customers’ needs and wants and choose the channels that work best for you.



• •

• • •

One post of things to do (local tours/attractions that includes some free activities) Two posts of recommendations (where to dine, where to shop, art galleries, etc.) Two ‘what’s on’ posts (posted at least three months prior to the event) One special offer that is tied into direct booking benefits that are not offered to customers who book on an OTA One sharing post (community sharing promoting a community organisation) One competition One article (500 words maximum) Instagram story telling (five to eight images a month)

To weave your brand story across channels, everything posted to the website needs to be shared on social media with links back to the full post/ article. If necessary, you can tailor the content to suit each channel but the aim is to lighten your workload and present a consistent brand experience across channels.

marketing m

supplier profile


About ARMA

For example, a link to a 500-word article on your website could be posted to your Facebook page and included in your Twitter feed and email updates.

Tools of the trade The way your image is presented on your website is going to have an impact on customer engagement. For example, a click-through picture gallery and video presentations that reveal a ‘best of’ for your property will enhance the customer experience and potentially drive more traffic to your site to book direct. Essential tools include video, high resolution images, PDF downloads with maps, tips, itineraries. Mobile friendly websites: Google will no longer show a hotel, at all, during any search if that hotel does not have a website optimised for a mobile search. Keeping the content fresh and lively is an important key to success along with responding quickly and professionally to any negative feedback that pops up on TripAdvisor. Nobody is saying that cross channel marketing is the holy grail. The most important thing is to establish a strong and enduring relationship with your customers. But first you must get them to notice your brand through all the white noise out there in a crazy marketplace. That’s where cross channel marketing can make a difference. By Shane Collier, Koncept Konnect Sales & Marketing Support Services

With a passion for revenue management and training, Melissa Kalan established the Australian Revenue Management Association (ARMA) to provide expert assistance to local industry by offering independent revenue management (RM) advice and training services that supports all sectors of the accommodation industry. Major ARMA developments include: •

the creation of an online “Yield Academy” (providing quality supported and accessible training solutions for industry and students); the development of “YieldMAX” a simulation training tool;

the development of nationally accredited training listed on the VET Training Register;

APAC Revenue Management Summit – annual conference in Melbourne;

Beginner to Intermediate RM workshops, Corporate and Academic workshops;

RM focused industry magazine “RM”;

ARMA’s community of RM focused organisations have said they demystify the RM process by pitching training material at exactly the right level for their employees and organisational needs with quality material, customised e-learning solutions and real life broad industry experience. While the major focus of ARMA is across Australia and New Zealand, the company is growing from strength to strength and gaining momentum across Asia Pacific and internationally. ARMA looks forward to continuing their relationship with the major industry associations and supporting their ongoing initiatives in the face of ongoing change and industry disrupts as well as supporting the education and revenue management goals of all industry sectors.

Tailormade sales and marketing support solutions for accommodation and tourism businesses. Designed to increase your revenue and maximise distribution.






m marketing Loyalty Programs:

Loyalty programs: what’s the point? THERE ARE MANY POINTS OF VIEW ON WHETHER A LOYALTY PROGRAM IS A VALUABLE AND VIABLE STRATEGY FOR TRAVEL AND ACCOMMODATION PROVIDERS. The proof of their success is hidden in the financial reports of each business that has one, and the various media stories (just search ‘hotel loyalty program mergers’) that share how many members the various programs have and the power of their merged reach. The benefits of a program are numerous, including perhaps the most talked about one in the hotel and accommodation industry, which is the ‘direct to guest’ relationship to drive bookings vs. OTA bookings (just think commissions to OTA vs. direct bookings). Whatever your reasons for a program (whether you are considering the value of developing a loyalty program for your accommodation business or even if you already have one), each of these nine steps to a valuable loyalty program may help you. A program must start with the view that there is a sensitive balance between it being: 1. Profitable to your business 2. Meaningful to your members Our nine-step process helps to get that balance, so let’s go through them briefly: Step one: Why? The first ‘why’ is to create a vision for your program. The second ‘why’ involves your objectives; incremental revenue growth and increased frequency of stay are the most common. There are many others, including

developing a direct relationship with travel guests (if you don’t currently), increasing retention rate and building referrals. Step two: Commitment. Is this a marketing initiative or business growth strategy? Whatever form or function your program takes, it is there to grow the business profitably and strengthen the interaction you have with your guests, so commitment is critical. Step three: Who is the program for? Knowing who your guests are based on demography, psychographics and travel behavior is the basis for segmentation. Which segment is the program for - leisure and or business? Your team is critical and their input and commitment to a program is a key ingredient to success. Partners and suppliers are also part of the program’s success, so their involvement should be considered. Step four: Program structure. There are many kinds of program structures (points are the most popular in this sector); however, there are others and with a little research you can craft a meaningful program. Developing the right kind of program for your business and customer is where the secret of success comes from. Step five: Member experience - from onboarding to ongoing. This is linked to the technology (step six) and is about mapping the member’s engagement with your program across all channel interactions. The kind of program that is formulated in step four, will impact on the experience across all channels.

Cost effective innovation appeals to customer wants and needs AT MANY OF MY TRAINING WORKSHOPS I OFTEN RECEIVE FEEDBACK FROM APARTMENT-STYLE OPERATORS SUGGESTING THEIR PROPERTIES ARE, MORE OFTEN THAN NOT, VIEWED AS LONG-STAY OPTIONS AND THEY FIND IT DIFFICULT TO ATTRACT THE SHORT-TERM GUEST. One quick tip is to ensure that you offer the services that appeal to this market even if you don’t! For example, I recently arrived late at an apartment-style CBD property and after travelling all day I was starving! My immediate need was to have access to some good food and finalise some prep in my room for my training session early the next morning; however, as this service was not offered by the apartment, I needed to spend time researching options myself or venture out. Walking around the city was not high on my priority list, nor was finding a grocery store and preparing a meal in my room. The apartment itself was fabulous but there was no access to a quick list of local restaurants that delivered.



On another occasion, and in contrast, I stayed in Launceston and was booked into another apartment hotel chain. I again arrived late; however, on this occasion the apartment provided a room service menu with a great list of local restaurants, menus and phone numbers. After placing an order from the wide selection, the restaurant promptly delivered to my room, I signed the bill similar to traditional room service practices, with the front desk paying the supplier and charging it to my room – seamless, simple and convenient. The next challenge was access to an early breakfast: to my delight, the fridge contained a box of dry goods that I could purchase, giving me access to enough food to start the day and see me through until

marketing m Can you manage your property from anywhere, anytime and on any device?

Step six: Technology requirements, CRM and marketing automation. This is impacted by the type loyalty program structure. Data scoping and insights reporting requirements are also part of this step as technology must enable simple data extraction, analysis and insight reporting - a key success factor. Step seven: Communication plans. All loyalty programs require a mapped-out communications plan (mandatory, marketing planned and member behaviour triggered) which again links into the technology platform. This takes into account a pre-launch, launch and post-launch program, plus ongoing communications. Step eight: Return on loyalty = return on investment. Determine the financial return to the investment you make in the program. This is critical for justifying the value and long-term viability of the program. Step nine: Keep it alive. Once the program is launched, keeping it alive for the long-term requires ongoing maintenance, measurement & reporting and motivation all audiences.

Run your small property...

Exit strategy. What will you do if you decide to close the program? Strange yet true, as we are finding more and more often that brands are either changing or closing their programs with impact on their brands. Discussing an exit strategy is very important. By Adam Posner, CEO, Directivity

coffee break. Because of the time and convenience this presented, purchasing the meal box was a simple, quick decision.


Properties can market themselves to appeal to a range of segments, tapping into the needs and wants of various customers by adopting some practices similar to the ‘sharing-economy’ concept. Leverage services you don’t provide and make money off services you don’t actually own. Apartments disrupted the traditional hotel model and have the ability to appeal to both short-term and long-term stays by marketing the right offerings. Room service can be costly for many properties to operate in-house; however, this service can still appeal to a broad range of segments and sway their booking decision even though only a small percent of customers may use it. Be aware of flight arrival times at your destination and brainstorm what the immediate needs of customers might be; especially if you can have guests arriving at all times. What can you offer and profit from without actually operating the service?

Find Out More

The all-in-one business solution for B&B’s, Guesthouses and Small Hotels

By Melissa Kalan, Australian Revenue Management Association SUMMER 2017


gf guest facilities Water Parks:

Creating a water park: white knuckle or lazy days?

The award-winning pools at DeBretts Spa Resort in Taupo put family fun first

AUSTRALIA IS RENOWNED FOR THE OUTDOOR HOLIDAY EXPERIENCES MADE AVAILABLE BECAUSE OF ITS UNIQUE AND BEAUTIFUL ENVIRONMENT. ADVENTUROUS FAMILIES ESPECIALLY ENJOY ACTIVITIES THAT EVERYONE CAN PARTICIPATE IN AND A WATER PARK CAN PROVIDE A WELCOME ADDITION TO ANY IDYLLIC FAMILY HOLIDAY. Why do families love water parks? Simply because there is something fun for all the family - appealing to kids of all ages from tots to teens, and of course adults have fun too. Nothing captures a scorching Australian summer holiday quite like speeding down a fun water slide, splashing and screaming at the top of your lungs! Water has refreshed and sustained humans since the beginning of time but today’s large-scale water parks are a 20th century invention and one of the best ways to have fun and stay cool. The first official waterpark is thought to be Wet ‘n’ Wild in Orlando, Florida developed in 1977 by George Millay, the creator and founder of Sea World. It is believed to have started the multi-feature park trend with about 1000 in the US alone.

Water parks of all sizes are ever-increasingly popular in Australia and are being developed in smaller, domestic type settings as well as larger accommodations, holiday/activity parks, resorts, and even hotels to meet customer demand. Several have been recently developed or are in the pipeline on Queensland’s Sunshine Coast alone. The best family water park experiences are created by combining just the right mix of rides, attractions and aquatic settings that will have families rushing back time after time. If you are thinking about adding a water park attraction to your accommodation, first you need to consider whether your expansion plans are feasible and if those plans will suit your guests. If the answer is yes, then you will need someone (a water park expert) to organise your ideas into a safe and functional plan that will work for your brand, accommodation, guests and location. The plan should be designed to maximise your project’s potential while developing the greatest entertainment impact and value possible. Consider your guest-flow, and to maximise your revenue you should carefully plan the placement of your waterpark to work effectively alongside revenue drivers like food and beverage areas. Your concept should be designed to meet your guests’ needs and desires but at the same time generate a maximum revenue for you. More than just installing a slippery slide or fabulously flashy new ride; safety, cost, and sustainability are paramount.

Water park opening day at Moonta Bay, SA



Also, remember that with a warming worldwide climate and drought conditions affecting communities across the globe, the creation of a sustainable water park is a priority. In a 2011 column in Environmental Leader Online, Matthew Courtland, senior consultant with The Natural Strategy suggested that all sectors of the economy including waterparks should embrace the current sustainability trend and that “even an industry seemingly at odds with environmentalism can begin moving toward a greener future”.


TO WATERPARK! The Australian Waterslides & Leisure team has provided professional services to the waterpark and leisure industry for more than 36 years – we built the first waterslide in Australia in 1979! This experience ensures a unique blend of creativity, innovation and commercial reality. More than just a leading designer and manufacturer of innovative waterslides and water play attractions, we are also able to advise clients in the areas of concept and design, feasibility studies and park operations. We provide one of the most comprehensive ranges of waterpark rides in the world. From a gentle body ride where a toddler can ride on his parent’s lap, to the very latest “white knuckle”

Turtle Beach Resort, QLD

rides which will excite even the most adventurous of teenagers.

longevity of the support structure.

Mats are not a requirement on our body rides. The smooth joining of the slide sections and accuracy of mouldings ensure a safe, smooth and comfortable ride.

providing quality and service to all

New high tech gaskets and sealants ensure the water stays on the inside of the flume and contributes to the

and modified to incorporate new

Our company is committed to facets of the Waterpark and Leisure Industry around the world. Our methods of manufacture and installation are constantly reviewed technology and innovations as they become available.

Waterslide Design & Construction Consultancy & Operations Setup Computer Aided Design Management & Marketing Services Scopes Water Play Equipment Splash Pads AUSTRALIAN WATERSLIDES & LEISURE PTY LTD P.O Box 2220, Coffs Harbour NSW 2450 Phone: +61 2 6653 6555 | Mobile: +61 4197 37920 Email:

gf guest facilities Water Parks:

He said: “Of the many ways water parks, can incorporate sustainability into their operations, reducing their resource consumption is often the simplest place to begin.” Moreover, some ways to ensure you have a sustainable waterpark is to consider using a variety of environmentally friendly tools to clean the water, such as a non-invasive micron filtration system along with ozone and carbon technologies. There are also filtration systems available to enable you to recycle your water and of course sustainable solar heating solutions. Thinking about sustainability before construction is important: the park should be designed to keep the water in the park and reduce evaporation. New high tech gaskets and sealants ensure the water stays on the inside of the flume and contributes to the longevity of the support structure. Make sure you seek a water park company that can design and manufacture an innovative waterslide that meets your individual requirements within your budget. Do your research, get advice from other water park clients and visit other water parks. Choose a company that will advise you about concept, design and park operations, one that will complete a feasibility study.

If your water park is designed with safety and constructed accurately for a comfortable ride it gives you peace of mind. Whether you decide to go for a gentle body ride that even toddlers can enjoy, a ‘white knuckle’ ride for the most adventurous guest or a wave machine to knock all your guests off their feet, always make it fun and create a unique addition for your accommodation. Think out of the box: even in cold climates, awesome waterpark attractions can be created! For instance, New Zealand’s unique hot spas and mineral pools are enjoyed by all, but the famous award-winning pools at DeBretts Spa Resort in Taupo put families with children at the forefront of their mind when they developed the thrilling dragon hydro slide and two amazing heated curved racing slides, children's interactive warm water playground, among the private pools, and spa treatments, set in its steaming thermal valley resort. Their simple plan, to allow adults to relax and rejuvenate in the hot mineral pools while kids participate in a range of fun interactive activities in the naturally heated pools has been a success. This great idea was awarded with tourism innovation, smart business, and online marketing awards in 2015. By Mandy Clarke, Industry Reporter

Quality waterparks increase revenue THE AUSTRALIAN WATERSLIDES & LEISURE TEAM HAS PROVIDED PROFESSIONAL SERVICES TO THE WATERPARK AND LEISURE INDUSTRY FOR NEARLY 40 YEARS. THIS EXPERIENCE ENSURES A UNIQUE BLEND OF CREATIVITY, INNOVATION, AND COMMERCIAL REALITY More than a designer and manufacturer of innovative waterslides and attractions, the company advises clients in the areas of concept and design, feasibility studies and park operations. The team noted: “We provide one of the most comprehensive ranges of waterpark rides in the world. From a gentle body ride where a toddler can ride on his parent’s lap, to the very latest ‘white knuckle’ rides that will excite even the most adventurous of teenagers. Mats are not a requirement on our body rides. The smooth joining of the slide sections and accuracy of moulds ensure a safe, smooth and comfortable ride. New high tech gaskets and sealants ensure the water stays on the inside of the flume and contributes to the longevity of the support structure.



“Our company is committed to providing quality and service to all facets of the waterpark and leisure industry around the world. Installations into resorts and recreation parks have meant more bookings and greater revenue for park and resort operators.”


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r refurbishment Carpark Surfacing:

Protecting exposed car park floors from sun damage WHILE OFTEN OVERLOOKED, IT IS IMPORTANT TO ENSURE THAT THE CAR PARK CONSTANTLY PORTRAYS A CLEAN, COLOURFUL AND INVITING ENVIRONMENT IN ORDER TO CREATE A GOOD IMPRESSION ON VISITORS – ESPECIALLY AS THE CAR PARK WILL BE THE FIRST PART OF THE SITE THAT MOST PEOPLE WILL SEE. Achieving this means choosing building materials that will be able to withstand the many challenges that conditions within a car park will inevitably subject them to. One of the key areas that need to be carefully considered during the design stage is the floor, as the finish will have to withstand heavy traffic, impacts and automotive chemicals to ensure a long-lasting and effective surface. A particularly critical factor on the external decks of parking facilities as well as on rooftop car parks and even helipads is the impact of extreme temperatures and UV exposure, which can quickly deteriorate the floor in a number of ways, from pigment shift, fading and discoloration to cracking and even causing complete floor failure. Exposure to ultraviolet radiation is high across all of Australia, with the north facing particularly extreme levels of radiation throughout the year. However, nowhere can be complacent about this issue, as in January UV radiation will reach extreme levels from Darwin all the way down to Melbourne. This means that regardless of where the car park is in the country, if any part of the floor is open to the elements then UV protection needs to be considered.

Nowhere can be complacent about this issue, as in January UV radiation will reach extreme levels from Darwin all the way down to Melbourne

The first thing to think about is what the floor is made of, as there are several types of resin technology that could be used to create a car park deck coating.

unsightly trip hazard but it means that water and chemicals will be able

Epoxy coatings are common in a number of environments although they are quite rigid by nature, which means that the thermal fluctuations experienced in an external or rooftop area will probably cause an epoxy coating to crack and turn brittle. Once this has happened the floor finish will chip away and expose the substrate, which is not only an

are likely to yellow and chalk under the intense levels of UV radiation



to penetrate the underlying concrete structure. Epoxies also have limited UV resistance and UV colour stability, so they experienced in Australia. In contrast, polyurethane coatings are much more flexible resin systems, which are designed to mirror the thermal cycling of an

refurbishment r

comparable UV resistance and non-yellowing properties; however, they

exposed concrete substrate. This flexibility allows the floor finish to move with the concrete throughout the day as the ambient temperature changes. Failing to move in-line with the substrate will result in cracking across the deck coating.

also have the added benefit of being able to cure at very fast speeds. This rapid curing is very useful for new-build or refurbishment projects that need to be completed quickly.

Polyurethane-based deck coatings exhibit a high level of UV resistance and are non-yellowing, which means that the vibrancy of the floor’s colour won’t deteriorate when subjected to intense and prolonged sunlight.

Aside from UV resistance, other key properties to look out for when specifying a car park coating include:

The colour of the floor is often important in car parks within the accommodation sector, as it is a great way to not only make it a more pleasant space for visitors but also to tie the car park into the location’s visual identity. This was exemplified recently at The Star hotel in Sydney, which created a bespoke floor in the VIP area of its car park by incorporating its logo into the finish. Deck coating solutions are available that combine both a polyurethane topcoat and primer, as opposed to a more brittle epoxy primer. This has the advantage of being better able to withstand impacts, wear and traffic as well as the deflection within the slabs and decks of a car park that are caused by intense multi-flow traffic.



Excellent bond strength

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To ensure that the chosen specification is up to the task at hand, the architects and designers leading the process should talk through all of these points with a supplier and applicator that are well versed in similar projects.

The third type of resin formulation is a methyl methacrylate (MMA) coating. These are similar in performance to polyurethane systems, with



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r refurbishment Case Study – Royal on the Park:

Iconic Royal on the Park Hotel exudes luxury and modernity

The library book case that contains antiques and memorabilia


the heart of any busy city. The 4.5-star hotel is elegant and traditional presenting an experience that includes premium accommodation, conference facilities and restaurant dining. All rooms feature complimentary unlimited high-speed wifi and modern amenities that include a minibar, hairdryer, iron, ironing board, high definition LCD TV, espresso coffee machine, ergonomic workspace and a digital safe.

Royal on the Park, formerly known as the Park Royal Motor Inn, was built in 1969 and officially opened by then mayor of Brisbane, Clem Jones. The hotel’s rich history and traditional values are what sets the hotel apart from the rest.

However, the rooms “were starting to show signs of ageing” and, according to director of sales and marketing at Royal on the Park Hotel Tracie Steele, the team recognised that in order to remain fully competitive in today’s tough accommodation market, some improvements needed to be made. “We wanted to retain the elegance and traditional look and feel of the hotel and this was the brief given to the designers,” she told AMG.

With a prime position overlooking the beautifully manicured City Botanic Gardens, the hotel is one of Brisbane’s most historic properties and has long been known for its art deco-style rich timber décor and worldrenowned reputation. It has been home to some of the world’s most celebrated celebrities over time – more a case of who hasn’t stayed here - from the rich and famous to the young and old. The hotel has enjoyed a very diverse range of guests, including Sir Elton John, Led Zeppelin and Mick Jagger. In the heart of the CBD, Royal on the Park Hotel is only a short walk to the Queens Street Mall and offers easy access to Brisbane’s premier entertainment and sporting venues, such as The Gabba, Suncorp Stadium, QPAC and Brisbane Convention and Exhibition Centre at Southbank. Guests especially enjoy the hotel’s unrivalled views over the City Botanic Gardens, providing a tranquillity that is hard to find in



The whole refurbishment project commenced at the beginning of June 2016, completed end of August 2016 and was divided into three stages. The first stage was the complete facelift of the accommodation rooms and corridors with two floors completed at a time: the rooms were stripped bare for carpets to be laid, new bedheads and reading lamps were installed, followed by the re-installation of retained furnishings and the addition of some fine new pieces. In the second stage, the restaurant and bar underwent refreshment; some furniture was replaced and retained items were moved to accommodate the new bar. During this stage, the pool and lobby furniture were also replaced.

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r refurbishment Case Study – Royal on the Park:

Guest room refreshed with white paintwork, the addition of regal red, fawn, and grey tones plus the stylish pattern carpet, and artwork

The fireplace archway opens up the public area

The final stage involved the installation of the library bookcase and fireplace; it was at this point that a magnificent original entrance archway to the walnut restaurant was discovered. “Our fireplace is a new stand out feature for the hotel, and we were amazed at the revelation of a hidden archway during the renovation it had been covered up after the 1974 floods,” Tracie revealed.

The upgraded furniture in the lobby, bar and restaurant includes comfortable leather and fabric sofas, beautiful traditional style furnishings and stunning floral artworks, positioned cosily around the stunning architectural features and the library book case that contains antiques and memorabilia. The property is complimented throughout by the splendid custom designed carpet.”

Base Commercial Interiors were the design team chosen to lead the renovation of this grand hotel. Their design, chosen “because it hit the brief spot on, and the result was exactly what we were after - maintaining our rich history, tradition and elegance,” Tracie explained.

The guestroom renovations present a collection of luxury suites ranging from 50m2 to 85m2 and deluxe rooms that have either city or garden views. The guestrooms are now brighter and airier due to a refresh of white paintwork, the addition of regal red, fawn, and grey tones plus the stylish pattern and colour palette of the new carpets, armchairs and bespoke bedheads converge and refine the air of traditional sophistication. The reading lamps, bedside lamps and floor lamps were also replaced and beautiful artworks, alarm clocks and espresso coffee machines were added.

Overall, the project ran smoothly and only the small hurdle of the discovery of the original archway entrance to the Walnut Restaurant while creating an opening for the fireplace but the plans were altered and a new and even better design evolved to include this beautiful archway in the plans and, Tracie exclaimed: “We are absolutely delighted with the result!” The team at Royal on the Park are not the only admirers of this exceptional renovation; many guests and visitors have expressed their approval of all the changes. They especially “love the way the library book case, and the fireplace archway have opened-up the public areas. Our regular guests are so happy to see the Royal brought back to life again,” she said. The foyer, lobby and bar remain distinguished, tasteful, and homely moreover, the standout design elements of the art deco-style wood panels remain, after all the formality of the arrival experience and the elegance of the lobby and foyer are what make this hotel iconic and different. The hotel exudes the style of yesteryear while adhering to the standards of a much more modern hotel.

Rumours have swirled around in the local media for the last few years about the future of this iconic hotel, but the fact that it has now been so beautifully and stylishly revived confirms its position within Brisbane’s luxury accommodation sector. What is more, the essence of this extraordinary property has not been changed – simply improved, and “the parts guests love: our staff, our charm, our history and the memories were formed here” have been recognised. Tracie added: “The people, are the heart and soul of our hotel and we decided we would stick with them! It is a fantastic team that we have here. Moreover, we have upgraded ourselves to bigger smiles, bigger welcomes and even better service. We have also created a new menu with our newly joined executive chef Jamie Mackinney. It’s elegant, classical and traditional, but with his own twist and signature.” By Mandy Clarke, Industry Reporter

Reception and lobby with stunning floral artwork and display



refurbishment r Repainting:

A full professional repaint at no upfront costs? ONGOING PAINTING MAINTENANCE KEEPS YOUR BUILDING LOOKING WELL-PRESENTED. COST AND AFFORDABILITY, HOWEVER, CAN PREVENT THIS FROM BEING IMPLEMENTED. Yet, there are very good funding and maintenance options available to help avoid upfront costs, even when getting specialists to professionally paint your building. When considering a repaint, whether interior or exterior, look for a long-term painting maintenance solution that lets you complete as much work as you’d like upfront, while allowing you to amortise the cost of these works over the agreed maintenance period so you don’t incur immediate costs.

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1 2 3 4 5

Ad Hoc

Maintenance Painting

Instead, you tailor repayments to suit your budget, building this to align with an on-going preventative maintenance component. The maintenance service will ensure your building stays well-presented, and because you can have costs for both the repaint and maintenance broken down into smaller payments over time, you’ll better manage your budget and cash flow. This is useful when you have multiple maintenance requirements to commit to simultaneously, and lets you sustain maintenance for longer periods. Plus, no longer do you need to put off important maintenance tasks. Surface preparation, building repair works as well as fixing broken-down paint on windows and doors are all part and parcel of good painting maintenance. This delivers lasting, quality results able to extend asset life-span and stave off expensive replacement costs. In this way, your building consistently looks good, and you don’t have to wait until cracked, peeling paintwork prompts you to act. Often, delaying repairs until such a stage could end up costlier. Remedying the appearance of a building until after it starts to deteriorate will quite likely incur extensive preparation and costly substrate replacement costs prior to repainting. This is particularly true where the cost of repair and replacement increases over time, and when the overall cost of a proactive maintenance programme presents a comparatively cheaper option. Especially if you take into consideration the ability to reduce ancillary intangible costs such as extended downtime and loss of facility use due to major reactive works, or loss of goodwill and image due to a lacklustre appearance.


In this way, your building consistently looks good, and you don’t have to wait until cracked, peeling paintwork prompts you to act

Meanwhile, to retain that ‘as new’ look, annual pressure washing as part of the service removes dirt and grime. Where surfaces are soiled by time and weather, these will be repainted. Engaging specialists in painting and maintenance gives you access to unique expertise, such as abseil painting teams who can paint high, difficult to access, areas safely. You won’t have to hide your building’s façades behind scaffolds during a repaint. All associated risks are also managed on your behalf. Don’t wait until you have a faded and dated building; contact an expert and see how a maintenance programme can be tailored to modernise your property’s appearance and keep it in good condition – without the upfront cost. By Spokesperson, Programmed Property Services SUMMER 2017


r refurbishment Case Study – ibis Sydney:

Million-dollar refurbishment for economy hotel

Guestroom - clean lines, an easy relaxed feel and luxury beds

ACCORHOTEL’S NEWLY RENOVATED IBIS SYDNEY AIRPORT IS A WELL-LOCATED PROPERTY, PROVIDING EASY ACCESS TO BOTH SYDNEY’S INTERNATIONAL AND DOMESTIC AIRPORT. This economy accommodation is ideally suited to those guests in air transit and the priority for the $4.5 million refurbishment was to give this demographic stress-free access to optimum comfort in effortlessly stylish yet affordable accommodation.

The refurbishment project began in March 2016 and included the full modernisation of all guestrooms with the addition of new space-saving furnishings, carpet and cabinetry, painting, lounges, bed heads, bed side tables and wall-mounted TV units. It also involved an upgrade of the corridors and bathrooms with updated fixtures, vanities, and amenities. Moreover, all 200 rooms now also offer the ibis’ signature Sweet Beds, to aid guests in a restful night’s sleep. The Ibis Sydney Airport, being one of the ibis-branded flag ship AccorHotels properties needed the renovation quality to reflect that high standard and high level of guest expectation. Consequently,

Before and after external rendering and painting project of Hotel ibis Sydney Airport



refurbishment r

relaxing warm autumn tones were used throughout, signifying the supreme comfort and homeliness of the ibis brand. Chic notes of grey, plus striking orange tones stamp a sophisticated finish and add a contemporary mood to the overall impression. Of course, the ibis motto ‘your sleep is our priority’ is strongly reflected in the exceptional standard of guestroom and guest bed comfort. Clean lines, an easy relaxed feel and luxury beds seal the deal; especially for those weary travellers who seek uncomplicated accommodation. The three-month refurbishment was completed on July 19, 2016, thanks to the skills of local Sydney designer Carmen Glenister of Opera Studio Design who led the project and the work of onsite builders, Reward Hotel Projects. “This refurbishment has lifted not only the look and feel of the rooms, but also the comfort level, allowing our guests to relax and unwind before, during or after their journey,” Ibis Sydney Airport general manager Natalie Bussenschutt told us. “Guests have been especially happy with the new flat screen TVs and the addition of our new signature beds, which also form one of my favourite features in the room,” she added. The renovation project was a smooth enterprise, Ms Bussenschutt revealed: “All went according to the proposed timeline, which was fantastic. It was a rather seamless approach, with only a couple of delivery delays as one can always expect on a project like this.” She explained: “The contractors worked very hard to ensure that timelines were met. In terms of renovations, it was a very seamless approach with as expected a couple of small operational challenges. Once the teething issues from when the first floor commenced, such as back order on the lounges, the rest of the project went very well.” A minor hiccup was noise generated by the works and, reportedly, the hotel received a few noise complaints due to drilling but noise was kept to a minimum and drilling was only allowed to occur at certain times of the day to minimise excessive noise to guests. Ms Bussenschutt noted that “patience and communication” are key to a successful project and, of course, teamwork is essential as with any project undertaken. “The onsite builders became part of our ibis family

and, although we were happy to have the project finished, we were rather sad to see them go because they became part of our everyday work life. Working with them gave us a reciprocal respect for each other’s business and this made the process seamless. “Over the renovation period, we did see a spike in ibis Boomer Burger sales but we cannot confirm or deny that the two are in any way connected!” The focal point of the room renovation is the well designed, comfortable lounge but the whole renovation was also widely praised by ibis guests. “We have received numerous positive comments especially from our local guests who are thrilled with the room updates and most importantly love our new ibis Signature Sweet beds,” Ms Bussenschutt stated. An external facelift of the property was the next phase of the hotel’s renovation and an extensive project of extensive rendering and painting was completed in September. By Mandy Clarke, Industry Reporter



r refurbishment supplier profile INTERNATIONAL DESIGN SOLUTIONS

Looking to refurbish? We can help! About us i d s + workspace have been working together on Hotel, Apartment, Office and Restaurant projects since 2003. Our Joint Venture formed in 2007 and since this agreement it tremendously contributed to our success story now featuring an Architectural Design and Manufacturing Division. IDS’s merger with Katanoo Architects under the International Design Solutions banner now controls all architectural documentation, design/development, project management and planning while Workspace takes care of all manufacturing including freight and installation, enable to control the whole process. Our professional and fully qualified team in Documentation, Administration and manufacturing currently exceeds 170 full time employees in Australia. Consequently our market strength is extremely cost efficient and competitive. Furthermore we hold all required licenses and full membership status with the RAIA, Master Builders Association and the Design Institute Australia. i d s International Design Solution (IDS) was established in 1993 (formerly Nitschke Design). Experience however dates back to 1983 Germany featuring impressive portfolio showcasing prestigious projects such as Parliament House Duesseldorf, Dorindt Hotel Group, Miele, interlübke, Siemens & Cor. In 2011 IDS merged with Katanoo Architects enabling us to provide full Architectural Documentation service in addition to our Interior Design Division. Specialising in designing, planning, building and managing commercial projects in the commercial industry with a main focus on the refurbishments including building work, joinery, furniture and FF&E. Our involvement as professional consultants to the furniture manufacturing industry lead to new business opportunities and the Joint Venture between ids and workspace. Our projects span right across Australia, Malaysia, Vietnam, China, Fiji, Europe and Bangladesh/India. Ulli Nitschke (Managing Director IDS) Workspace Commercial Furniture commenced in 1911 (TH Brown) manufacturing commercial furniture. Prospering over decades meeting the changing needs of the market, our intense customer focus and determination to retain and satisfy our clients has led to gaining a solid reputation among the industry leaders. In Australia workspace manufactures in our own 12,500 square metre large premises in our fully equipped manufacturing facility in Melrose Park. We are ISO9001 & ISO14001 approved and accredited and hold all EMS & ISO environmentally friendly certifications. Our clients can claim to feature environmentally friendly materials E0 and E1 certified. Though we became a major player in Hotel & Apartment refurbishment, we still maintaining our market share in the commercial office furniture fit-out with offices in SA, VIC, NSW, WA & ACT. Trevor Gould (Managing Director Workspace) Our team at IDS is experienced With over thirty years’ experience in architecture, commercial design, project management and refurbishment, we have developed the expertise to create a unique identity for each project.



Working with our client’s vision, we explore geography, architecture, budget, feasibility and environment to arrive at a personalized and distinctive solution. Our extensive portfolio reflects our diversity. It finds expression in our urban hotel design and office fit out design projects, which include complex renovations of both independent and branded hotels. We work in many places • • • • • •

Australia Asia South Asia Pacific Africa Europe

(SA, NSW, VIC, WA, QLD, ACT) (China, Vietnam, Malaysia, (Bangladesh, India) (Fiji, Vanuatu) (South Africa) (Germany, England, Belgium, Holland, Spain)

And we are always at your service... What we do IDS specialises in delivering customised architectural solutions for all projects, specialising in Hotels & Apartment design & build. IDS provides a professional service to our clients in the hospitality, commercial and retail sectors. This includes consultancy, architecture, interior architecture, 3D, design & build, procurement and project management. Flexibility is key to our success. Our services are tailored to client need, whether that be a complete architectural documentation or just the design and supply of a signature-piece furniture. Our quotation will reflect this and our calculation is based on direct cost plus a fixed margin. No middleman, we present our best possible quote to you and we work with you to meet your budget. We are resourceful sourcing alternatives, modifying construction and simplifying designs without losing the overall feel. This way we enable our clients to achieve the look they want at a realistic budget meeting the projected investment returns they expect from their projects. To find out how we can assist you in your next refurbishment call us on (08) 7225 8757 or email

1 West Thebarton Road - Thebarton - SA 5031 - Phone 08 7225 8757 - -

AT IDS OUR CLIENTS ALWAYS COME FIRST! - we provide our clients with a complete professional service - we manufacture in Australia, Germany and China - we project manage on site - we deliver the customised solutions you need - our expertise is creating the best distinctive solution for your Hotel, Motel or Apartment - we design, fitout & build

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Over 30 years experience in hotel + motel design and build

r refurbishment Hotel Flooring:

Designing inspiring hotel interiors from the floor up THOUGHTFUL HOSPITALITY DESIGN CAN BE USED TO EXPRESS A HOTEL’S BRAND AND IDENTITY. MORE OFTEN THAN EVER BEFORE, THE LOOK AND FEEL OF A HOTEL’S INTERIOR CAN BE USED TO ATTRACT CUSTOMERS AND MAKE THEIR VISITS PLEASURABLE AND MEMORABLE. As the largest surface, flooring can be an influential vehicle in achieving a hotel’s interior design vision. Making the right decision about flooring cannot be underestimated. It must work with the hotel’s branding and interior scheme; be functional, perform in high traffic areas, meet budget and age well over time. Design and selection can be a complex choice. Carpet is a versatile and flexible flooring option. It provides an excellent solution for lobby areas, public spaces, meeting rooms, restaurants, guestrooms, suites and corridors. Not only does it offer comfort underfoot, reduce noise, improve indoor air quality, offer safety against slips and falls, the design opportunities are endless. Wool-rich woven carpets have long been the favoured choice for hotels, pubs and clubs in Australia. Woven carpets are manufactured by weaving cut tufts of yarn into the carpet’s backing yarns, which interlock to form one integrated, and impressively hardwearing, construction. The high performance 80 percent wool, 20 percent nylon yarn blend is the industry standard. This 80/20 mix combines the softness and comfort of wool with the strength and durability of nylon. The use of fully dyed yarns (versus surface printing) ensures the carpet will look great for years, with a replacement cycle of six years or more. In sum, a woven carpet offers excellent performance and impressive value over the lifetime of the carpet. High performance does not equal boring - anything but. Today’s carpet weaving technologies are mind blowing. It is now possible to produce high definition, 3D-effect, photo realistic carpets in up to 32 colours (compared with the traditional eight). Designers are able to push the design boundaries. The floor can become a work of art, with design definition and textural effects never seen before. Guestrooms, suites and corridors can be individually designed with large-scale pattern repeats. Your hotel floors can, quite literally, become your hotel’s signature.

Flooring design can reflect aspects of a hotel’s brand identity; its heritage, history and relationship with its surroundings. Effective carpet design can also be used to help define transitional areas and assist with zoning creating the impression of different spaces within larger areas. The latest design trends are moving towards less pattern, more texture with an injection of colour. In public spaces and guestrooms, palettes are moving towards more organic, neutral tones, with bright accent colours and statement patterns. Technical enhancements in the weaving process not only allow manufacturers to produce more beautiful products but also offer real bottom-line advantages. Reduced order minimums and increased customisation options allow manufacturers to offer solutions for areas that previously posed design challenges. By designing carpets specifically for a space, costs can be reduced by avoiding potential waste as well as offering a more environmentally sound result. Carpet manufacturers are also making carpet design more accessible. Many have developed tools to make the designing process easier and more visual. With online platforms that give interior designers and key decision makers access to vast archives of designs, designers can source inspiration from vintage, historical, organic, geometric or abstract patterns and instantly see how the design will look in situ. Design printouts and samples can be ordered to help visualise the final result. While colour and design is important, it is imperative to consider the whole service package. Flooring is a high value investment. You need confidence that your project will be delivered on time and to budget. Look for full project management support to guide your team through the entire process from project shaping, planning and estimating through to installation, aftercare and maintenance. Choosing the right flooring can add value to your hotel’s brand. Good flooring design can make the ultimate brand statement, in looks, comfort and longevity. Carpet is undeniably a versatile and flexible option. With new technologies, you can have confidence in creating beautiful floors that will impress guests, enliven their senses and create a unique atmosphere of comfort and sophistication. By Pounéh Sedghi, Brintons



making the world a more beautiful place

Define your project with a striking flooring design from Brintons. If you can’t afford the time for a custom designed carpet, Antipodes is a collection of luxury woven carpets designed for hotels and clubs, available from stock. Offering the ultimate in performance and value, Antipodes is perfect for fast turnaround projects.

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FOR OVER TWENTY YEARS IN AUSTRALIA THE PREFERRED SUPPLIER PROGRAMME AND DIRECTORY HAS BEEN AN EXTREMELY VALUABLE AND EFFECTIVE TOOL FOR ACCOMMODATION MANAGERS. It allows managers to access industry specialists who are committed to the highest levels of service and dedicated to the accommodation and hospitality industries. This is extremely helpful for all accommodation providers but especially new managers as it allows them to benefit from the positive experiences other managers have had with their suppliers. Listed below are the stages of the process that ensure only the best industry suppliers can participate in the Preferred Supplier Programme: 1. All suppliers must receive a nomination from a property currently using their services that is completely satisfied with their levels of service and are prepared to recommend them to another complex in the industry (ie. if asked by another manager they could comfortably recommend the required supplier). 2. All nominations received are then qualified through a secondary questionnaire process to ensure nominated suppliers are able to provide the highest levels of service required and expected by managers. 3. Suppliers that still qualify are then asked to commit to the required levels of service for the next 12 months guaranteeing their commitment to the industry. 4. Subject to the satisfaction of these processes and commitments suppliers then go on to the Preferred Supplier Database. Only Preferred Suppliers in this database have the opportunity to utilise the Preferred Supplier logo and make their contact details available to managers via the Preferred Supplier Directory, located in every issue of the Accom Management Guide and online at 5. Preferred suppliers have their status reviewed every 12 months to ensure they still qualify and that their commitment to the industry is being met.

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204 Holt Pde, Thomastown VIC 3074

03 9465 6444

With these criteria in place it means that you as a manager have access to a complete range of specialist suppliers who are actively seeking to improve their services to the accommodation industry. For your own peace of mind when dealing with any supplier ask if they are a Preferred Supplier. This can be verified by viewing a Preferred Supplier logo – made available for use in any of their stationery or marketing material or more simply by locating them in the Preferred Supplier Directory. So when looking for products or services give yourself the peace of mind that you are dealing with a recognised industry specialist and support these suppliers who are committed to servicing your needs. 78


Only Use Preferred ‘Industry’ Suppliers...


The sign of an Industry Specialist

preferred suppliers ps ELECTRICAL APPLIANCES







Our Services > we design > we document > we specify > we budget > we coordinate > we manufacture > we install

Hotel Products Direct Hotel Products Direct is the Industry leader in online sales and supplies to the Accommodation Industry

Phone: 1300 651 355


1 West Thebarton Road, Thebarton, SA 5031

Phone +61 (8) 7225 8757


INSURANCE Specialising in:  Hi-Rise Repaints  Large Complexes  Interior and Exterior  Hi-Pressure Cleaning  Concrete Spalling Repair (Concrete Cancer)  Waterproofing & Roof Membranes





Ph 5520 1256


Access to your recommended ‘local’ suppliers.

Whatever, Wherever, Whenever! QBCC Lic No 1050861 NSW Lic No 179886C

Commercial Specialist Direct Importers Sales, Service & Repairs ¾LARGEST RANGE¾FURNITURE ¾UMBRELLAS¾SUN LOUNGES


Cnr Main Drive & Nicklin Way, Warana, Qld 4575 | Ph 07 5493 4277 Acres Centre, 1/37 Gibson Rd Noosaville 4566 | Ph 07 5449 9336

07 3341 3403 LAUNDRIES

Servicing SE QLD | QBCC 1252883

24/7 access

We don’t rest on the seventh day South Pacific Laundry specialises in the provision of quality linen and supplies for the hospitality industry (03) 9388 5300 |

The sign of an Industry Specialist.

The sign of an Industry Specialist SUMMER 2017


PAINT YOUR ENTIRE HOTEL WITHOUT ANY UPFRONT COSTS Engage Programmed to paint your hotel, and get it looking brand new - but pay nothing upfront. With a painting maintenance programme, you’ll complete as much work as you like now but ammortise costs for these over the years to follow. Plus, on-going maintenance keeps your hotel looking good. So let us customise a complete property services package to meet your specific needs. You’ll free up time and resources, and cut costs too. Maintenance becomes simple,affordable and smart. Speak to us today and discover how your hotel can look its best - without any upfront costs.

• Painting • Signage • Building Projects • Grounds Maintenance & Landscaping • Electrical • Audio Visual • Data Communications

Services: Property Services Electrical Technologies Operations & Maintenance Skilled Workforce Professionals

1800 620 911

Accom Management Guide - Summer 2017