Hotel Magazine | December/January 2019 by Review Publishing Ltd

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December/JANUARY 2019 â&#x20AC;¢ Vol. 5 No. 1

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TOP PET PEEVES FROM YOUR GUESTS

Sarah Mitchell, Editorial Director, sarah@reviewmags.com

We searched hundreds of hotel reviews online and found the most common problems while staying in a hotel. Despite millions of online reviews, good and bad, many hotels still fail on these six basic pet peeves as expressed by guests.

1. Internet

It better be free and fast or you will miss sales. No excuses unless you are a budget hotel.

2. Power - where are the outlets?

No seriously, where are they? Down the bottom of the bed? Convenience is critical, especially if you look at the average length of a phone charger. Modern rooms should have sensible locations placed around the room that, well, simply make sense. Guests do not want to hunt around for a power outlet. USB ports directly in the wall if you have them are welcomed by guests.

3. Cleanliness

This is a simple one, but many get it wrong. There is no excuse for stained bedding, mattress protectors or towels, or the grout in the shower.

rooms, no matter what star-rating is a nono. The room should be able to be entirely lit, guests should be able to see everything with one flick of a switch. Guests welcome a dim nightlight to find their way to the bathroom without having to turn all the lights on. Curtains and blinds are tricky, and design is crucial to make them effective as blackouts.

5. Water Pressure

Temperamental faucets and rapidly fluctuating water temperatures are top of the list when it comes to bathrooms. Also, while we’re here; insufficient or cheap amenities are not ok. Especially those that smell overwhelming and completely block out guests own perfume. Not everyone wants to smell of pine, keep the scent neutral and light.

6. Do Not Disturb Signs

This is at times unnecessarily complicated. This needs to be simple, either a button press or a sign that doesn’t flip over. Number one complaint about Do Not Disturb signs is that a lot of the time they are ignored. Guests are judging your establishment the moment they book. From what is included in the room rates, facilities, amenities and staff. One thing that nearly all hotels miss is the overall smell on entering both the hotel itself and the room, damp, musty, overwhelming room sanitisers or fresh air? What does your establishment smell like?

4. Lighting

A never-ending pet peeve for the HOTEL team, lighting. Being left in the dark in hotel

THE HOUSE By Helen Pitt

Would you believe that Australia’s best-loved building nearly didn’t get off the drawing board? The lives of everyone involved in its construction were utterly changed when it finally did – some for the better, many for the worse. The House reveals the intimate backstory of the building that turned Sydney into an international city and tells of the people behind the magnificent white sails of the Sydney Opera House.

PALACE OF STATE: The Eisenhower Executive Office Building By Thomas E. Luebke

The Dwight D. Eisenhower Executive Office Building, which towers over the White House, was constructed in the 19th century to house the departments of State, War and Navy. This colossal granite building now serves as the home of the President’s Executive Office. Detailing the rich architectural and historical legacy of the building, Palace of State features stunningly rendered architectural drawings, archival images and beautiful contemporary photography. This book presents a comprehensive study of an iconic American landmark from its beginnings to its modern-day presence.

AUSTRALIA’S BEST NATURE ESCAPES By Lee Atkinson

the numbers

• Wallpaper was first used in China in 200 B.C., where glued rice paper was stuck on walls.

• Traditional single sofas take between 300 to 600 hours of skilled labour to craft.

• In 1860, Daniel Hess invented the carpet sweeper, which eventually evolved into the powered vacuum cleaner in 1898.

www.hotelmagazine.co.nz CHAIRMAN: Peter Mitchell, peter@reviewmags.com ADMINISTRATION MANAGER: Kieran Mitchell, kieran@reviewmags.com

EDITORIAL TEAM: Alan Higgs, alan@reviewmags.com Caitlan Mitchell, caitlan@reviewmags.com Mark Fullerton, mark@reviewmags.com Georgina McKimm, georgina@reviewmags.com

EDITORIAL DIRECTOR: Sarah Mitchell, sarah@reviewmags.com

SENIOR DESIGNER: Raymund Sarmiento, raymund@reviewmags.com

PUBLISHER: Tania Walters, tania@reviewmags.com

CONTENT MANAGER: Ankita Singh, ankita@reviewmags.com

GRAPHIC DESIGNER: Ciaran Carroll, kez@reviewmags.com

• The best seated posture in a chair is a reclined position of 100 to 110 degrees.

• Dolmabahçe Palace in Turkey has the largest crystal chandelier in existence and weighs six tonnes.

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Suite 9, Level 3, 20 Augustus Tce, Parnell, Auckland PO Box 37140, Parnell, Auckland Tel (09) 304 0142 or Fax (09) 377 2794 HOTEL is published bi-monthly under license. Please direct all enquiries and correspondence to HOTEL. The opinions and material published in this edition of HOTEL are not necessarily those of the publishers unless specifically stated. All material appearing in HOTEL is copyright and may only be reproduced with the consent of the publisher. Copyright 2018.

Documenting a collection of the best nature escapes in Australia, including family-friendly holiday parks, eco-friendly beachside resorts, great value holiday homes, hotels, rainforest retreats, country hideaways and much more, Australia’s Best Nature Escapes provides an excellent guide on how to find these places, how long to stay and the best time to go. Complete with a price guide and alternative options to suit your budget, this book offers inspiration on all things holiday. From six-star luxury lodges and glamping in vineyards to getting cosy in rustic cabins, here is a stunning collection of 100 of Australia’s top nature-based holidays.

HOMES FOR OUR TIME: Contemporary Houses Around The World By Philip Jodidio

From small cottages and lavish villas to beach houses and forest refuges, step into the world’s most stunning private abodes with Homes for our Time. This book features homes from Australia and New Zealand, China and Vietnam and the United States and Mexico and more, providing a survey of the contemporary house. With the rise of the Internet serving as the most accessible form of information, architects are designing increasingly spectacular and innovative houses around the world. Delve into a world of great homes built by talented architects from everywhere. December/JANUARY 2019

are opening. Mintel statistics showed that 83 percent of millennials took a leisure trip in 2016. These young travellers demand local experiences, unique to the destination, and want to interact with the community. Lifestyle hotel brands take this into account, designing unique restaurants, bars, lobbies, co-working and lounging spaces which attract locals as well as visitors. “A lifestyle hotel focuses heavily on being creative and innovative, so upon entering you are immediately hit with an array of vibrant colours and eclectic surrounds,” said CBRE in its latest Check-In Market Report. Naumi Hotel Auckland Airport, for instance, is one of Auckland’s most attention-grabbing lifestyle hotels. It only opened earlier this year, but it’s already built a reputation on its colourful aesthetic, and playful attitude. “Customer needs are always changing, and lifestyle hotels are flexible and fast enough to keep up with guest needs. The designer aesthetics particularly calls out to niche markets, which makes up a rapidly growing portion of the new age travel pie,” said Gaurang Jhunjhnuwala, CEO Australia and New

Zealand, Naumi Hotels. “Guests nowadays are also looking for more than the standard offerings – to be addressed by name, conversations on how their day went, personal recommendations for local finds etc – which lifestyle hotels seem to do particularly well in. “A lifestyle hotel has its own unique sense of personality, style and soul. It provides guests with a fresh outlook into hotel design – in offerings or interiors.” Across New Zealand, QT is another notable brand which has tapped into this market, opening both QT Wellington and QT Queenstown. “We continually strive to achieve a homeaway-from-home experience across all touch points of the guest journey. At QT, we are embraced for being in bed with the locals through our strong relationships with local partners and producers. We work closely with design collaborators who are experts in their field to create thoughtfully designed spaces which enhance the guest experience. Our unique service culture helps us to create personal touches, and surprise and delight moments for our guests,” said Garth Solly, general manager, QT Wellington. “More and more people have creature comforts at home so we need to create unique experiences that reflect the needs and desires of each individual guest. With so much choice in the market, hotels need to find new and interesting ways to offer products and services, and lifestyle hotels offer a way to stand out from the herd. Lifestyle hotels are the next generation of boutique hotels – adapting a personal and unique service offering melded with genuine hospitality.” Guests at these properties feel a new sense of belonging at these colourful properties. They feel immersed and part of the community. In New Zealand, many of the big operators are now on the trend, bringing their own lifestyle hotels to Auckland with more on the way. IHG has its EVEN hotel and Hotel Indigo, and Accor has SO Sofitel, all opening within a couple minutes’ drive from each other in the Auckland CBD over the next two years. l

also appears to have generally plateaued. Addressing concerns of a hotel oversupply in Auckland, Humphries also said most of these projects won’t open until after 2021, and with the constraints of the construction sector, it’s likely that some of the projects will also be delayed. “Looking ahead, with sustainable levels of

new supply entering the NZ market in the short/medium term and the opening of NZICC together with high profile events including the America’s Cup and APEC in 2021; the New Zealand hotel sector remains well positioned to take advantage of a range of strong demand drivers moving forward.” l

HOTELS BECOMING HOMES Everybody has a workplace, and everybody has a home. Those are the two most important places in most people’s lives. However, there is an increasing need for a third place, a neutral space where people can relax. It’s essentially a home away from home. These homes away from home create the same feelings of warmth and belonging as a normal home, but instead at a new neutral location, where people can relax in public with friends and encounter familiar faces. Traditionally people have gone to bars, cafés, bowling clubs, churches and even libraries. Now hotels are starting to tap into this, creating a home away from home for guests who visit for more than just a good night’s sleep. The hotels that make the most of this are lifestyle hotels. “The latest generations are becoming key drivers of the lifestyle and leisure segment, with preferences for experiences, highly social spaces, constant connectivity and availability of food and beverage services,” explained Peter Hamilton, director of hotel valuations, CBRE. The millennial generation is certainly a large reason why so many new unique lifestyle hotels

A MIXED BAG Colliers New Zealand’s latest Hotel Market Snapshot shows a mixed bag in terms of RevPAR and ADR numbers across the country, with Queenstown and Rotorua performing most notably over the year. Queenstown achieved 82 percent occupancy at an average daily rate of $243, with RevPAR growing 13.4 percent. Rotorua managed 80 percent occupancy, with an average daily rate of $135 – an increase of 5.1 percent – resulting in a 7.8 percent increase in RevPAR. “The New Zealand tourism sector continues to enjoy record-breaking inbound visitation numbers, with a 3.6 percent increase recorded for the year ended August 2018 to reach 3.8 million,” said Dean Humphries, national director of hotels, Colliers International New Zealand. Auckland saw occupancy decrease by 3.7 percent, a 1.8 percent increase in ADR, and a 1.9 percent decrease in RevPAR. Similarly, Wellington saw occupancy decrease by 1.5 percent, a small 0.8 decrease in ADR and a 2.7 percent decrease in RevPAR. “The historically strong RevPAR growth in Auckland has taken a breather in 2018, off the back of an exceptionally strong 2017 year underpinned by the Lions Tour and the World Masters Games. Growth in the other key centres

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December/JANUARY 2019

QT JOINS AUCKLAND

Simon White, general manager of hotel operations at Event Hospitality and Entertainment New Zealand.

QT Hotels & Resorts has announced QT Auckland, a new hotel on Auckland’s Viaduct Harbour. As per a management agreement with Russell Property Group, QT Hotels & Resorts will convert the existing building at 4 Viaduct Harbour Avenue into one of its signature hotels. Located in Auckland downtown precinct, the hotel will feature over 150 rooms as well as conferencing and event spaces, and a new QT signature dining concept and bar. The design hotel will join QT’s portfolio of nine other properties across New Zealand and Australia, including QT Wellington and

QT Queenstown. Having worked on previous QT hotels, Australian interior designer Nic Graham will yet again oversee the interiors, designing thoughtful areas for both locals and visitors. “This a fantastic site, particularly in terms of its proximity and we’re thrilled to have secured a management contract in partnership with the Russell and Lockwood Property Groups. QT Hotels are created to be distinctively unique to their location and Auckland will be no exception,” said Simon White, general manager of hotel operations, Event Hospitality and Entertainment New Zealand. Dominion Constructors Limited will complete the works and the hotel is expected to open in early 2020. “The decision to convert 4 Viaduct Harbour Avenue to a hotel was an easy one; the strategic harbourside location combined with the unique footprint of the existing building makes this one of the best conversion opportunities available,” said Brett Russell, director, Russell Property Group. l

KEY APPOINTMENTS Sudima has made new key appoint-ments and major promotions at its hotels. Firstly, at Sudima Christchurch Airport, the group’s flagship hotel, Ana Vivas has been appointed hotel manager. Starting in late October, she joins Sudima having worked previously as general manager at the Willis Hotel in Wellington. Vivas also worked in Christchurch in 2014, where she worked as general manager of Heritage Christchurch. Internally, Fui Ching has been promoted to the newly established role of regional finance and business support manager. Ching previously worked as the executive assistant manager at Sudima Christchurch Airport and has been promoted thanks to her extensive financial and operational knowledge. Hemal Chetla has been promoted from rooms division manager at Sudima Lake Rotorua to executive assistant manager for the new upmarket hotel, Sudima Christchurch City, beginning January 2019. Ifti Hussain is moving back to Auckland from Christchurch

to fill the role of hotel manager at Sudima Auckland Airport. Hussain had worked at Sudima Auckland Airport in 2011 as front desk manager for a year, and for just short of the last five years he worked as hotel manager at Sudima Christchurch Airport. Finally, Abbiee Brunton has been appointed as front office manager at Sudima Lake Rotorua. Previously Brunton had worked the equivalent role at Sudima Hamilton and is now looking forward to supporting an even larger front office team. “This year was a big one for the group, and 2019 is set to be even more demanding and growth-orientated as we progress our developments in Kaikoura and the CBDs of Auckland and Christchurch,” said Sudesh Jhunjhnuwala, CEO and founder, Sudima Hotels. “Excellent hospitality is driven by great teams and we are thrilled to welcome Ana and promote Fui, Hemal and Abbiee, all of whom reflect Sudima Hotels’ commitment to excellence in their skills and work ethics.” l

FINDING A NEW LIFE

NAUMI EXPANDS Naumi Hotels has expanded its operations in New Zealand, acquiring both the Comfort Hotel Wellington and Quality Hotel Wellington. The purchases will add 177 rooms to Naumi’s growing portfolio. The sale was brokered by Dean Humphries, national director of hotels, Colliers International. “The hotel was identified as a perfect fit for Naumi Hotels in its expansion plans for New Zealand. Not only is the property situated in what is arguably the most vibrant location in Wellington, the hotel lends itself as a prime repositioning opportunity given its unique character, design and artistic flair,” said Humphries. “On completion of its rebranding, Naumi Wellington will certainly become the ‘go to’ accommodation provider for millennials, the entertainment and movie industry, and young corporates.” Both hotels will continue

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operations under their respective names until the renovations are completed in Q4 2019. Once completed, the Comfort Hotel will be rebranded the Naumi Heritage Wellington and the Quality Hotel will be rebranded Naumi Suites Wellington. Material Creative, the design firm who was the creative lead for Naumi Hotel Auckland Airport, has again been appointed creative lead for the new hotels. The themes for the new hotels will be ‘romantic Edwardian age meets literary bohemian’. “The acquisition is in line with our strategy to garner a strong foothold in the New Zealand market. Situated at an excellent location, the hotels cater to travellers within and around Wellington. With the completion of the new interiors, we believe these properties will fit well within our portfolio,” said Gaurang Jhunjhnuwala, CEO of Australia and New Zealand, Naumi Hotels. l

Cordis Auckland has partnered with an artisanal candle maker to recycle champagne bottles and repurpose them into candle holders and gifts. For the last few months, Cordis Auckland’s staff have collected empty champagne bottles from the hotel’s restaurant and dining outlets, putting them aside to be sent to Aucklandbased artisan candle makers, The Bubbly Project. The team then carefully cut the bottles in half, with the labels intact, and then fill them with scented

wax and wicks, converting the cut bottles into champagne candles. “It’s lovely time of the year to give back to the community with a heartfelt initiative like this one. Cordis means ‘heart’ in Latin and we have always looked for opportunities through our Connect programme to encourage our colleagues to participate in local initiatives that contribute to the wider community,” said Kimberly Ford, human resources director, Cordis Auckland l

December/JANUARY 2019

www.ServiceIQ.org.nz

0800 863 693

Please call ServiceIQ now to find out how your hospitality business can go to the next level with one small step. With ServiceIQ it could even be free.

The difference comes down to three words and one simple and effective concept: on-job training.

It’s the difference between just doing the job and doing it brilliantly. So brilliantly in fact, that your customers come back more often, spend more, bring their friends and colleagues, write favourable reviews and recommend you to others.

Some people have a talent for service, but they still need to learn the right skills to do it well. The tricks of the service trade. The art of satisfying customers.

IT TAKES A LOT MORE THAN WEARING AN APRON, AND CARRYING A COFFEE, TO BE A WAITER.

TRAINED

THEY ARE

AREN’T BORN

WAITERS

HILTON’S MICRO-HOTELS

Hilton has announced ‘Motto by Hilton’, a new affordable lifestyle micro-hotel brand. “Innovation is in our DNA, and as we embark on our 100th year as a company, we are innovating more than ever before,” said Christopher J. Nassetta, president and CEO, Hilton. “With Motto by Hilton, we are bringing to market something the industry has never experienced with its flexible and affordable room product, desirable locations and guest-empowered service.”

The idea started when Hilton looked into building a lifestyletype hostel brand and through its research found that travellers’ biggest problem with hostels was staying with strangers. Motto by Hilton is designed instead as an affordable lifestyle brand that combines comfort and accessibility with travel and lifestyle trends. It aims to establish itself in the biggest tourist destinations in the world, at an affordable rate with flexible rooms and multi-purpose spaces. l

MARRIOTT STAFF ON STRIKE Over 12,000 Marriott employees have been striking across the United States, and it’s not just because they want a raise. Both artificial intelligence and technology are improving every day, and the workers want assurance that their jobs won’t be replaced by robots. Automated check-ins and concierge apps are already integrated into many hotels, and Marriott workers want job security that ensures their jobs will not be cut by technological innovation. The workers would like to be retrained for jobs in the digital age, and

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if not, be offered severance packages if jobs are taken away. Another issue being highlighted by the unions is a greenwashing initiative called Make a Green Choice, which incentivises guests to opt-out of housekeeping, which Marriott is branding as sustainable. The unions complain that the initiative is taking jobs away from housekeeping staff in a bid for greener optics. Housekeepers at Marriott properties are now left working on a per-job basis, staying up all night to see if they have work in the morning. l

ROOMS ALL OVER Enso Ango is Japan’s first ‘dispersed’ hotel. Rooms and amenities are scattered walking distance apart in the aim to boost guest experiences by immersing them in the local culture. The hotel combines classical and modern design elements in its five zen-inspired sites. A unique idea, the Kyoto hotels each have different types of gardens inside and invite guests to experience a range of activities including Zen meditation sessions with the Ryōsokuin temple’s Buddhist priests, home-style obanzai cooking classes, guided night runs past various rivers and shrines, yoga and more. Each building part of the Enso Ango boasts traditional and contemporary elements, designed by Japanese and Swiss artists who worked on the décor, furniture and fittings, interior gardens and even the uniforms of staff in the hotels. The interior

REPURPOSING DURING RENOVATIONS In the USA and Canada, IHG has launched a programme where hotels undergoing renovations or property improvements can donate furniture, fixtures and equipment to non-profit organisations. On average, a single 100-room IHG-branded hotel could provide 200 mirrors, 150-bed frames, 101 TVs, 500 light fixtures and about 22,500 sq. ft of carpeting in donations. The number of materials reaching landfill will be greatly

designs present a feeling of entering a relaxing sanctuary. Tiles in the corridor floors were hand-made and specially designed for the hotel by Masanobu Ando. Fuya II, the largest of the buildings, contains a Japanese tea room and tatami straw mat room, integrating aspects of traditional Japanese culture into the guest experience. It also includes the hotel’s gym. Fuya I greets guests with design inspired by traditional wooden machiya houses and has an elegant gallery area. Tomi I contains a guest kitchen and lounge while Tomi II includes a restaurant serving fusion foods. Enso Ango’s smallest building is closest to the popular streets of Gion and has a bar for guests to enjoy. Depending on which building guests choose to stay at, rooms range from family size with a kitchenette, to compact with bunk beds. l

reduced and will instead go to support the work of non-profit organisations including United Way Worldwide and Good360. “Responsible business is core to providing true hospitality for everyone. We’re delivering a true win-win for our owners and the communities in which we operate with the support of these non-profit organisations. This initiative further strengthens our commitment to environmental stewardship and community engagement,” said Elie Maalouf, CEO of Americas, IHG. The Renovation Donation Initiative will be open to all owners of all IHG brands in the US and Canada in early 2019. l

ERGONOMIC EXCELLENCE

TIME FOR A CHANGE

Depending on how well a property is maintained, the average hotel will refurbish its interiors about every seven years. Refurbishing is not only important for hotels that are starting to feel a bit dated. Renovations can also push an already successful establishment even further ahead of the competition, helping you to stay ahead of the curve, appealing to visitor’s ever-changing wants and needs, and increasing revenue in the long-term.

PREMIUM BEDS DESIGNED FOR ACCOMMODATION

all, it’s the one thing in the room that you can guarantee that the guest will touch, so the focus on having comfortable, healthy beds are growing. A.H. Beard beds are all made locally, and their commercial range is designed specifically for the hospitality market to provide optimum durability, A.H. Beard has been manufacturing bedding comfort and value. A.H. Beard beds can be found since 1899, consistently delivering high-quality in some of Australasia’s most high profile and craftsmanship using only premium quality awarded properties, including Rydges and QT raw materials. With a focus on innovation and Hotels, Emirates One and Only Wolgan Valley, wellness, not just sleep, A.H. Beard is at the Safire Freycinet, Macq01, SKYCITY, Stamford forefront of the commercial bedding market in Hotels, Hilton Hotels, and many IHG hotels Australasia. across all its brands including Intercontinental, Alan Hawkins has been involved Crowne Plaza and Holiday Inn. Servicing with A.H. Beard since the bedding all the North and South Island, there manufacturer opened its doors in is pretty much nowhere that A.H. New Zealand 22 years ago and Beard can’t supply to. Regardless of has been involved in the furniture budget or quantity, the A.H. Beard industry for even longer. Starting Commercial team will work with with A.H. Beard, working with you to deliver the right solution for their retail customer base and your property. dealing with the country’s leading A.H. Beard beds aren’t just bedding retailers across the nation, super comfortable and supportive, two years ago Hawkins switched they are also healthy. All A.H. Beard hats and joined the commercial side mattresses provide long-term Alan Hawkins, commercial of the business. “It’s a very word protection against mould, bacteria, account executive, A.H. Beard. of mouth industry and completely dust mites and other allergens. That’s different to retail,” said Hawkins. why they are the only mattresses in Australia and “Once you have a couple of high-profile New Zealand to carry the Sensitive Choice Blue customers who are prepared to recommend you Butterfly. In addition to this, all of A.H. Beard’s and your product, the word spreads pretty fast. products are made using the highest quality foam, There is plenty of competition though, so you produced using the most advanced manufacturing need to be constantly talking to people to find out process which eliminates the discharge of CFC’s what is happening in the industry.” and other toxins into the environment. Word of mouth applies not only to suppliers. To learn more about A.H. Beard and their With the popularity of review sites like commercial beds, go to www.ahbeardcommercial. TripAdvisor, everyone is a travel critic, so more com, contact the Auckland Head Office on than ever properties need to meet the expectations 0800 242 327 or email Alan at alan@ahbeard.com of guests and beds are a critical feature. After or phone 021 906017. l

Seating plays a role in almost all areas of a hotel. Seats are found in the lobby, in restaurants and bars, meeting spaces, and of course in guest rooms behind desks and in all lounging areas. When refurbishing, accommodation providers you need to make sure chairs are up to the high standard of the rest of the interiors. Sitting in an uncomfortable, or worse still, a painful chair in a conference room for hours will drive guests mad and could warp their entire perception of a property. Buro Seating is a New Zealand company that’s been operating for almost 25 years, manufacturing and wholesaling commercial seating throughout Australia and New Zealand. To ensure all its seating is as ergonomic as possible, Buro works exclusively with ergonomists who are involved in the design and ergonomic assessment of selected models within the Buro’s seating ranges. Among their collections, Block, 8x4, Hady and Neo are contemporary design pieces ideal for receptions, foyers or lounging areas. Furthermore, the Diablo and Harmony chairs are ideal for guest rooms behind a desk. Both chairs have an intuitive chair mechanism which automatically adjusts the recline tension on the chair for each user. For more than eight years, Buro has been using recycled and recyclable components in its seating products meaning it can offer a take-back programme to recycle old Buro chairs at the end of their life. Many of the chairs are also certified through Global Greentag, an eco-specifier which provides third-party environmental accreditation. Buro is well-stocked with purpose-built warehouses in Auckland and Christchurch so it’s capable of supplying hotels of all sizes and can typically provide seating within five to ten working days of an order being made. For more information on Buro Seating, call 09 271 5999 or email seating@buroseating.com l

December/JANUARY 2019

Photo Credit: KONE CORPORATION

HUGE SHIFT FOR LIFTS Elevator modernisation may not sound elegant and exciting, but it can make a huge difference in operational efficiency and guest comfort. Old elevators are not only slow and bumpy, but they also use a huge amount of electricity. By upgrading elevators, hotels can heavily reduce their electricity load and improve the ride comfort for passengers. Depending on the age of the equipment, elevator modernisation could involve anything from a simple cosmetic upgrade to a full elevator replacement. In addition to elevators modernisations,

THORNDON WELLINGTON REFURB The 7.8 magnitude earthquake in Kaikoura was a wakeup call for a lot of Wellington building owners who found themselves having to strengthen their buildings for seismic activity to adhere to the New Building Standards. The Thorndon Hotel Wellington by Rydges, however, was already well underway with its strengthening work. When Owners Dr HC Tan and Dr Heather Ong of Wellington Hotel Investments bought the property in 2015, they consulted with seismic engineer Tony Synge and got ahead of the NBS. Six million dollars in total has been invested in the seismic and refurbishment work which has been carried at the hotel for the past two and a half years. After 2,292 metres of steelwork reinforcements and 6,573 holes drilled, Thorndon Wellington is now set to reopen. Following this, extensive refurbishment of the hotel’s grand floor entrance, reception and food and beverage areas and seismic work were completed in August 2016, but after the quake, the hotel needed to change its plans. Dr Tan and Ong aimed to get an 80 percent NBS rating to future-proof the hotel, a goal they have now achieved. “Despite facing unexpected delays and challenges, the whole team has carried on with remarkable creativity and perseverance, and the end-result today is both structurally resilient and aesthetically pleasing: our kudos and heartfelt thanks to the whole team,” said Dr Tan. l

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KONE’s new 24/7 Connected Services allows owners to connect elevators to the cloud to improve reliability and decrease unexpected stoppages. This new service provides transparency and visibility to owners and helps keep these vital assets at their peak operating condition. “With KONE’s 24/7 Connected Services, if something were to happen, we’d already know. The technology enables the elevators to tell us what’s happening in real-time and when we spot something that might cause an issue, we can send

a technician to site before anything happens,” said Grant Winfield, regional director for New Zealand, KONE. “It’s like a mechanic visiting your home to service your car the week before it was going to unexpectedly break down.” It’s also important to consider that guests are usually unfamiliar with a building’s layouts and functions. By maintaining an easy-to-use and intuitive system, guest comfort and security can be addressed while management can monitor and ensure excellent customer service. Digitisation is transforming how buildings and hotels are managed, and now it’s moving into the elevator space. Information and visibility are available in real-time, which is useful given the 24/7 nature of the hotel industry. “This is a huge shift for the elevator industry and we’re excited to be part of that transformation.” Not only does elevator modernisation increase operational efficiency, but it also ensures all guests are able to move throughout the hotel in a safe and efficient manner. Furthermore, KONE Care provides maintenance solutions to fit with every building, helping you identify what you need and what you don’t. Recently, KONE has worked on major hotel projects such as the Crown Towers in Perth and the Hyatt Regency Sydney. “We’ve worked with all sorts of customers, from five-star hotels to smaller serviced apartment hotels, and always found a way to improve the customer journey.” For more information about KONE Elevators contact Rachael Ziesler on 09 361 9020 or visit www.kone.co.nz. l

INTELLIGENT SERVICES FOR ELEVATORS AND ESCALATORS ARE HERE KONE, in cooperation with IBM, has made elevators and escalators smarter. By connecting them to the cloud we can collect vast amounts of data – monitored, analysed and displayed in real time through IBM’s IoT platform Watson.

SO INTELLIGENT, IT’S PREDICTIVE SO SAFE, IT KEEPS WATCH 24/7 SO TRANSPARENT, YOU’LL STAY IN THE KNOW Find out more at

kone.co.nz/connect

With Watson is a trademark of International Business Machines Corporation, registered in many jurisdictions worldwide. December/JANUARY 2019

REFURB ROUNDTABLE What do hotels need to know before refurbishing?

Richard Dalman, Dalman Architects

Tessa Pawson, Jasmax

Mark Flintoff, Hotel Interiors

There is normally a direct correlation between upgrading your hotel and increasing your room rate, and also indirectly in that potential guests will go elsewhere or not want to return if your product is tired and not up to modern standards. The key thing when it comes to refurbishment is to identify your target guest profile and direct your money and energies into satisfying and delighting them. Give your guests not only what they expect, but also surprise them with more to give them a reason to come, be happy in their stay, and want to return.

Just do it – a lot of hotels are still holding back from refurbishing as they can still get high room rates and great occupancy. Over the next few years we are going to see thousands of new rooms come to the market, and it would be a shame to be left behind. Don’t forget about the experience – more and more brands are popping up all over the world offering stays based on experience. Refurbishing is a chance to revisit who you want your guests to be and why they would choose you. Create a unique experience they will remember to keep them coming back time and again. Dare to be different – gone are the days where beige rooms are the norm. Make your space unique through colour, texture, artwork and personalised touches. Create a backdrop for the perfect Instagram moment and you’ll get your property a worldwide audience.

Refurbishing your property can be one of the most rewarding projects, however doing it yourself can sometimes prove to be a major headache, finding the right product, dealing with multiple suppliers, trying not to blow the budget. Engaging a professional to take care of your “turn key” refurbishment can remove the headache and guess work, causing minimal disruptions to you, your operation and your guests.

LIFE THROUGH A REFURBISHMENT

I was asked to write this article on hotel refurbishments, which for me is a very apt topic as we have just passed the finishing line here at the QT Wellington, with our very own hotel refurbishment being completed at the time of writing this piece.

TIM O’HARA Head Concierge, QT Wellington, Member Les Clefs d’Or New Zealand

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I would like to take this opportunity to share with you some of my experiences of working life during a time of change. During my time as a concierge, I have worked through three major hotel refurbishments. Being based at the main entrance of the hotel usually means our teams will be affected daily by works that are being done. This cannot distract us from the job we have in making sure our guests feel welcomed and making their stay as comfortable as possible. On a day to day basis this can be a hard task but making sure our teams have the right attitude and show empathy when needed will get you through. If you are in it for the long haul then the support

of your team and the support you give them goes a long way in making it through. The biggest lesson I have learned is that as with everything we do, communication is the key. You will, of course, get updates from your hotel management on works in progress, though most jobs will have a foreman or project manager on site and building a good relationship with these key people from the start is a must. We both have jobs to do but having that mutual respect for each other’s roles means that if you get that overeager worker keen to start drilling at 7.30am, or a big VIP arrival where you need things to be as normal as possible, a quick word to the foreman usually works with them holding off their work for a bit longer. There will be days when you clash, and you need to compromise, so by having respect and understanding an amicable solution is generally reached. Personally, on the refurbishment that I have just worked through over the last two years, my working relationship with the different foreman’s over that time has made the daily upheaval much more bearable to get through. Also,

as funny as it sounds, once the work is complete, you will miss them not being around for that day to day chat and banter. To my fellow concierge and front of house teams, when your hotel decides that it’s time for a change, always remember change is good. Yes, your day to day working life and environment will change for the foreseeable future, there will be some days that are worse than others and days when you will be over the works. I have been there, but there is always light at the end of the tunnel, look at bigger picture and embrace the change, and believe me the end game will always be worth it. The new look at your hotel will give you a new sense of pride for your property. Not being biased but the completed rooms and new look here at the QT Wellington look fantastic, and when you start hearing the positive feedback, you feel proud of your place of work. Plus getting through the works together will give you and your teams the feeling of achievement and your everyday working life can start to get back to some sort of normality. l

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Interior design, like every other art form, relies on constant evolution to stay fresh and relevant. Every year, discoveries, innovations and inventions pave the way for new design trends to shake up the scene. In the hotel industry, knowing what styles, colours and materials will be trending with guests in the coming seasons is imperative to making sure your establishment stands out.

RICHARD DALMAN – DALMAN ARCHITECTS “Around the world it is the architects and interior designers that are making the difference with bespoke designs. The cookie-cutter approach is dead. While many hotels may now be design led, some are being created by designers with little or no hotel experience, and this is a problem for operators. Sexy looking facades, check-ins, restaurants and bars may attract and wow guests when they arrive but there is no substitute for well-planned front and back of house areas that are built from appropriate materials that will last. Experiencing the local environment is becoming more important for tourists and creating your hotel to be authentic to its place is a major trend. One stop smart phone check-in and room operation is becoming more common. This is a natural progression as our phones become indispensable from our everyday lives. With very few sites left in some of New Zealand’s major cities for the construction of new hotels, there are several projects just completed and in current design and construction stages where office buildings are converted to hotels.” To contact Richard call 03 366 5445, email rd@dalman.co.nz or visit www.dalman.co.nz. l

Email: rd@dalman.co.nz Phone: (03) 366 5445 www.dalman.co.nz

RYAN TWOMEY – FROBISHER INTERIORS Email: info@frobisher.co.nz Phone: (03) 355 2628 www.frobisher.co.nz

“It is important to create an experience for clients. Conversational pieces such as artwork, feature lighting or a large living wall are ways to give spaces a real sense of drama and scale. A successful lighting scheme is essential. Feature lighting should be outrageous such as oversized pendants or custom-made sculptural lighting. Clients should arrive and leave with a sensory overload. All aspects of the hotel need to coexist seamlessly; sharp branding and graphic design really help to give clientele a clear understanding and a story to the hotel. Strong identification will have a lasting impression on the guests. I am working on an Art Hotel at present and the architect, clients and myself are using this type of formula to create a clear design identity. I believe it is important to combine both function and beauty within a space and I see a real push for spaces that are relatable, such as a use of heavy textures and deep moody tones. A lovely feeling of home comfort.” To learn more about Frobisher Interiors’ approach to interior design, call 03 355 2628 or email infor@frobisher.co.nz. l

LIZZI WHALEY - SPACEWORKS “Hotel design is an ever-moving target, with people travelling more and being exposed to different cultures and experiences, the single traveller now expects more from their hotel experience. Hotel reception check-in desks have become a thing of the past, with the removal of these large oversized items for more compact versions, now ensuring that hotel staff are more interactive with the customer. This increases the level of service that is provided to the guest. New technology coming through the market, now allows smartphone apps to become your room key, meaning physical check-ins (or checkouts) are a thing of the past. These apps also have a range of other tricks, enabling guests to set temperatures and mood lighting in their room (even remotely), request room service or alert hotel staff that they don’t want to be disturbed.” For a design consultation from Spaceworks, call 0800 2 FIT OUT, or email hello@spaceworks.co.nz. l

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Email: hello@spaceworks.co.nz Phone: 0800 2 FIT OUT www.spaceworks.co.nz

LAURA LOCHHEAD – POCKETSPACE INTERIORS Email: laura@pocketspaceinteriors.com Phone: (09) 212 6820 www.pocketspaceinteriors.com

“The top trending hotel trends we are seeing in interiors is ‘structured nature.’ This is coming through in a playful natural palette with exciting punches of colour to contrast and excite guests. It is about striking a fine balance of curious materials and pairing them with natural and softer elements. The biggest trend is capturing the users experience from the moment they enter to the moment they become a social media follower. The end game is Instagrammable moments that make people stop and soak in an interior delight. Hotels can’t get away with the same boring roll-out of stock standard material selection and melamines. You will see people are wanting to touch, view and dwell in well thought out spaces that capitalise on space. I have seen a shift in the mentality of the ‘band aid’ approach where a new coffee table here and there isn’t going to cut it. People are wanting more for their money, more quality and more moments. Airbnb has influenced the game and hotels can’t be complacent any more. Where hotels traditionally were only renovating every 10 years, its becoming more of a change to keep current. Pocketspace is designing the new Liberté in the heart of Auckland CBD, a boarding house hotel conversion in Sydney and the Wairua River Retreat in Whitianga. It is an exciting time to be involved in the hotel market transformation by creating fresh and unique guest experiences.” To get in touch with Laura at Pocketspace Interiors call 09 2126820, or visit www.pocketspaceinteriors.com l

MAREE DE LATOUR - FURNZ “The trends for hotel design in 2019 can be encompassed by a single word – connectivity. We see connectivity as having five facets; technology, people, place, environment and self. The technology involves ensuring guests have access to smart technology, their own content and charging ports throughout the room and public spaces. Guests want to connect with people. Lifestyle hotels are developing to provide spaces that feel more social.Guests want to feel at home in their hotel room but still connected to the place they are in. Adding more personalised items combined with local elements will achieve this. The connection between humans and the environment is becoming more important. This requires eco-friendly practice and creating an interior that has a relationship with nature. Guests are focused on their self and want to be able to be in good shape and eat healthy no matter where they are. Health and wellbeing need to be a considered part of design.” To get in touch with Maree, email mareed@furnz.com or call 09 377 8619. l

Email: mareed@furnz.com Phone: (09) 377 8619 www.furnz.com

LIV PATIENCE & TONI BRANDSO – MATERIAL CREATIVE Email: toni@materialcreative.co.nz Mobile: 021 253 9695 www.materialcreative.co.nz

“We see one of the biggest trends in hotels as creating an atmosphere of home with the presence of a human touch. As technology has evolved and is now intertwined into every moment of our lives, the need for human connection grows. There has been a real shift in hotel interiors, from being high end and unattainable to aspirational, local and more personalised. People respond when a space reflects their home – an area that feels familiar, comfortable yet inspirational. Material Creative is dedicated to enhancing everyday environments and contributing to a better quality of life, focusing our design process on creating unexpected designs to bring people together. Our aspiration is to create spaces that resonate with people, integrating strong idea integrity that isn’t driven by trends, to tell a unique story for each client. At Naumi Auckland Airport we have created a space that bridges the gap between residence and hotel; a playground for well-travelled souls with sweet spots and an unexpected sense of theatre.” For more information about Material Creative’s interior designs visit www.materialcreative.co.nz. l

December/JANUARY 2019

STEVE ROSLING – ELEMENT 17 Email: steve@element17.co.nz Phone: (03) 366 5532 www.element17.co.nz

“Current trends in hotel design are pushing an expectation of a more personalised experience. One that is more memorable for guests. This can be seen in room presentation, personalised interiors and eclectic elements. Guests are seeking a more boutique feel wherever they stay and one that provides the creature comforts they would have at home. Styling rooms on a more individual basis can be achieved with a vivid colour palette, contrasting combinations and a fearless approach to sourcing local art, objects and interesting fabrics. It’s going local. Local in the look and feel of the interiors, using local artists and local handmade products. 2019 calls for the transformation of the hotel lobby into the clubhouse for the hotel. A space to be fully utilised that hasn’t been in the past. Sustainability and strong social and environmental practices have been growing in prevalence over the past few years and will be more important than ever. Guests now expect this as the standard and expect more. Think beehives on the hotel roof and giving back to the local community. The integration of smart technology will be another big game changer. Technology is changing exponentially and there are many applications possible in hotels. This trend will drive a greater emphasis on room design, with the ability to save in room preferences, ensure full sensory control capability and smarter ways for guests to interact with the hotel. Get local, embrace technology, and above all else create a personalised and memorable experience for your guests.” For more information about Element 17, call Steve at 03 366 5532, email steve@element17.co.nz or visit www.element17.co.nz. l

MARK GASCOIGNE - STUDIO GASCOIGNE “Some trends we foresee in the hotel scene in 2019 include rooms being paredback to be more characterful, home-like and welcoming while reflecting local flavour and their demographic’s lifestyle. On top of that, as millennials travel more seamlessly, mobile-friendly connectivity across multi-platform booking, check-in, room access and syncing with hotel systems is now vital. Interiors should support personable, connected and less formal experiences tailored to guest’s individual work, leisure and wellness needs. Modern hotels need to transform themselves into flexible sleep/dine/co-working facilities where guests (and their clients) can do business or just catch up over food and refreshments. Finally, hotels need to embrace the Airbnb phenomena to offer (or outsource) a more flexible service offering guests the best of both worlds.” Studio Gascoigne is multi-award winning, Auckland-based design and branding consultancy focusing on customer-centric projects across the hospitality, hotel, retail and urban environment sectors. Services offered include interior and lighting design, architecture and branding with projects across the globe. To learn more about Studio Gascoigne’s design solutions call 09 378 8088, email info@studiogascoigne.com or visit www.studiogascoigne.com. l

MUIR DESIGN SOLUTIONS – DAVID MUIR Email: david@muirdesignsolutions.nz Phone: (09) 379 4867 www.muirdesignsolutions.co.nz

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“Hotel design is evolving to offer the discerning traveller a more individual, boutique feel, rather than the current ‘generic, international’ model. Just as restaurants and bars are creating individual experiences for their customers, hotels can expand on that throughout their common areas and guest rooms. The practical solutions in layout, fixtures, finishes and service can still be retained, with individuality added through space planning, colour, lighting, detailing, finishes and a bit of drama and fun. Muir Design Solutions is currently working on interiors for a resort in Fiji, a new apartment project in Fiji and a hotel/motel new development in Auckland. They recently completed the refurbishment of Naumi Hotel Auckland Airport, where, as project designers, they had a collaborative role with Material Creative. Naumi was a category winner in the 2018 Interiors Awards, Supreme winner of the (RED) Retail Design Awards, and a Gold Pin winner at the BEST Awards, and is a finalist in the 2018 World Architectural Festival, Hotel Interiors division.” David is a director and principal designer for Muir Design Solutions, an Auckland-based consultancy of interior designers and architects, producing creative solutions to hotel, hospitality, retail and commercial projects. To contact Muir Design Solutions, call 09 379 4867 or email david@muirdesignsolutions.nz l

Email: info@studiogascoigne.com Phone: (09) 378 8088 www.studiogascoigne.com

VEE KESSNER – SPACE STUDIO Email: vee@spacestudio.co.nz Phone: (09) 377 2022 www.spacestudio.co.nz

“Not merely a trend, the mock-up room should be regarded as in imperative in hotel design in 2019 and beyond. Hotel clients can sometimes be inclined to demur when one is proposed because, on the face of it, mock-up rooms add cost to a project. But the benefits of mocking up a ‘real’ hotel room (one that is fully functional, from AC to plumbing and power) far outweigh the costs for many reasons: quality control; setting a benchmark for suppliers and trialling their work; accelerating the documentation, costing and fitout processes; producing strong marketing images early; and allowing for the prototyping of bespoke items, which hotels use a lot. Essentially, the mock-up room creates efficiencies when it comes to building, whether a brand-new structure or the refurbishment of an existing one. In construction, efficiency means money saved, so that extra outlay at the start of a project can justify itself many times over.” To learn more about the changing hotel design space in 2019, call Space Studio on 09 377 2022 or email vee@spacestudio.co.nz l

KCANDY&CO. INTERIOR DESIGN – KAREN CANDY “Guests are increasingly seeking a space to retreat and recharge from their busy schedules, and there is a trend towards clearing rooms of tabletop clutter. Tea and coffee stations will be strategically hidden away in cabinets, and simple vertical hanging and storage will remove items from the floor. TVs with digital artwork screensavers will be standard, featuring regional art and local surrounding imagery for when the TV is not in use. Bathrooms are growing larger, and will potentially take up to 50 percent of the overall room footprint. They will be more luxurious and spa-like, with rain shower heads and expanded counter spaces, and ambient lighting. Increased emphasis on health and wellbeing will emerge, and sophisticated lighting to either calm or energise will be customisable by the guest.” Karen Candy is an Auckland-based interior designer specialising in the hospitality sector. She recently worked on the redesign of the Historic Ferry Hotel’s Gin Room which is entering an extensive refurbishment and will be reopening early 2019, rebranded as John & May’s Cocktails and Dreams. For more information about KCandy&Co. Interior Design, contact Karen Candy on 027 596 0394, email karen@kcandyandco.nz or visit www.kcandyandco.nz l

PRIMO

TA B L E + 2 C H A I R S

TABLE: Length & width 900mm, height 753mm CHAIR: Length 485mm, height 795mm, depth 515mm

279

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The Primo is a simplistic dining suite with a fresh Scandinavian look. A hardwood light-coloured frame and cleanable PU makes this suite durable and perfect for small areas.

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Email: karen@kcandyandco.nz Phone: 027 596 0394 www.kcandyandco.nz

370

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The Primo is available as a 3 piece or 5 piece set depending on your space.

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V INNIE

Stay on trend with the cool Scandinavian inspired Vinnie lounge range. A curved arm to chair base gives the armchair a unique retro look which isn’t quite like anything else. Fixed seat and back cushions keep the Vinnie looking neat and tidy at all times.

ARMCHAIR

376

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AVAIL ABLE IN 8 COLOURS

Our

Length 820mm, height 950mm, depth 950mm

Also available in a 2 and 3 seater.

For Big Save Furniture Commercial, call Barry Beaumont on 029 200 5300 barryb@bigsave.co.nz

December/JANUARY 2019

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CONTEMPORARY DANISH DESIGN

CONCISE ERGONOMICS

With its rounded edges and inclined legs, Stick Desk from PBJ Furniture is a contemporary but timeless piece of Danish design. Stick Desk comes with a removable drawer, cable flap, and a concealed space to keep things tidy and organised. Available in Oak, Black Oak or Walnut, with a range of optional linoleum or laminate surface colours. Exclusively available at Design Denmark. Contact on 09 361 3333 or visit www.designdenmark.co.nz.

The Duoblock chair is made from two intelligently combined basic parts. It consists of a backrest with the rear legs and the seat with the front legs, which result in an ergonomic and impressively comfortable chair. The concise design also gives the chair a strong and unique aesthetic appeal. On top of that, the chair is light and easy to stack, as its undersides can fully rest on top of each other, allowing high stacks in sloping positions. Thanks to the nature of the chair’s two-piece construction, the chair is available in a variety of colour combinations to suit different interiors. To learn more about Buro Seating contact 09 271 5999 or email seating@buroseating.com.

LONG LASTING, LOW MAINTENANCE

A SPLASH OF COLOUR

Flowers have added colour and ambience to accommodation properties for centuries. They can add a seasonal touch to a room or break up the monotony of otherwise stark designs. However, even the most perfectly-arranged bouquet isn’t perfect: the flowers wilt over time, or guests may have an allergy. That’s why fake is sometimes the best option: artificial flowers are pollen-free and always upright. For more information about Fabulous Faux Flowers, call Tony on 09 361 1631 or 021 174 8393 or check out the store in Ponsonby.

FibreGuard combines high-quality, designer textiles with the latest Stain-Free Technology to give you long-lasting, lowmaintenance and easy-to-clean fabrics in a wide variety of designs, fabric types and styles. Whether ballpoint pen, coffee or red wine, common stains are easy to remove, keeping your furniture looking fresh year after year. In addition, every FibreGuard fabric is Oekotex-endorsed, certifying its production is safe, both for the environment and humans, with no harmful chemicals or finishes. For more information contact commercialteam@jamesdunloptextiles.com or visit www.jamesdunloptextiles.com.

SIMPLE AND FLEXIBLE

STYLISH AND ECO-FRIENDLY

New to New Zealand, this stylish and eco-friendly collection of to-go boxes, trays and boards enhances any food service experience. The boxes with attached lids store flat and pop open in an instant, saving 95 percent of storage space. Sourced from left over balsa wood, wrapped in rice paper, the range is sturdy, strong, stackable, water and oil resistant and light-weight. Best of all they are made from a waste product and are bio-degradable. For more information email sales@epicurean.co.nz or visit www.epicuretrading.co.nz

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The Creone KeyBox is a key cabinet that offers a simple and flexible solution for key management in every environment, including an unattended reception. It is available in different models and sizes to cover all needs and can be expanded by adding more compartments or key hooks as the need arises. Together with the KeyWin software, you have full control and save time with simple programming via keypad display or PC connection. All events are logged and saved for added security. For more information about Creone Lockboxes visit www.creone.com.

FORM AND FUNCTION

TIMELESS ELEGANCE

The custom-made Console Table is designed and manufactured in-house to ensure the highest workmanship and quality. The Carrara stone table top, in a honed finish, offers a contemporary look as well as an ornate and antique feel, from the slim lines of the steel frame which is powder coated to blend into the surrounding environment. The specially designed table is a unique element to compliment your hotel. For more information, visit www.titanfurniture. co.nz or email sales@titanfurniture.co.nz.

Winner of the 2018 German Design Award, the Rolf Benz ALMA sofa emanates a feeling of freedom, providing enormous potential to become a new favourite place. Where form and function go hand in hand, there are no limits when designing your own personal refuge: the modular Rolf Benz ALMA sofa range includes two seat heights, 3-foot designs and is available in a choice of either leather or fabric. Contact Frobisher Interiors today for more information on 03 355 2628, email info@frobisher.co.nz or visit www.frobisher.co.nz

PERFECT IN ANY SETTING

TIME-SAVING TREATS

Molly Woppy is a true New Zealand artisan baker of gourmet treats. Molly Woppy offers a wide variety of baking with iconic flavours, both sweet and savoury with a long shelf life. Molly Woppy offers gourmet treats, singlewrapped and seasonal selections, with products suitable for all tiers of accommodation. The selection offers a wide variety of sizes and flavours, also perfect for meetings and events. These timesaving baked goods come single wrapped or in bulk bags, and come in gluten and dairy free options.

The Samsung 50” Smart TV Full LED Ultra HD 4K has refined details making it fit perfectly in any setting. Guests can enjoy the TV’s beautiful colours, sharpness and contrast levels thanks to the TV’s UHD Dimming which processes the screen in small blocks, meaning guests can see more precise details on the screen. At Lease Plus you can get the Samsung 50” Smart TV Full LED Ultra HD 4K from $20.66 per month, while stocks last. Call LeasePlus on 0800 800 325 for more information.

WASTE REDUCTIONS

The Mil-tek X-Press 200S is an ideal entry-level compactor, ideal for managing general and soft waste in the hospitality industry. With a small footprint (approx. 830mm x 800mm) and driven by compressed air, this ergonomic machine can be deployed inside high/medium care environments including food preparation and other space-challenged areas. The XP 200S will achieve at least a 10:1 reduction in waste volumes and more than 50 percent saving in general waste costs. For more information, please call Mil-tek on 09 4460709.

EXTRA SLEEPING SPACE

Sofa beds are a sure-fire solution to add extra sleeping space without sacrificing too much of a room’s surface area. The Helena sofa bed offers a simple design with subtle features like clean lines, a contoured narrow armrest and topstitched detailing. With a slat base, the sofa bed mechanism is easy and painless to pull out, and offers premium support and comfort for sleep. For more information about the Helena sofa bed from Big Save Furniture, contact Barry Beaumont on 029 200 5300 or email barryb@bigsave.co.nz

LUXURIOUS COLOUR

Softology™ from Belgotex offers a refined palette of luxurious colour, inspired by the tactile beauty of nature. Belgotex Softology carpets are made using a higher count of finer filaments, like a feather, to deliver its plush properties. For more information about Belgotex visit www.belgotex.co.nz, email info@belgotex.co.nz or call 0800 377 753.

December/JANUARY 2019

DOUBLETREE BY HILTON WEL L I N GTO N

For a long time, discussions had been floating around about Hilton making its way to Wellington. However, the timing was always wrong, or plans fell through, and the hotel never came to fruition.

hat is until Sarin Investments signed a franchise agreement with Hilton Worldwide to bring the DoubleTree by Hilton brand to the capital city. DoubleTree by Hilton Wellington opened mid-2018 and is housed in one of Wellington’s most iconic buildings, the T&G building on the corner of Lambton Quay and Grey Street. Built back in 1928, the property has a lot of history and its heritage brings a certain charm with it. All of the building’s original architecture has been restored and retained. For instance, the Chicago style window casements have been kept, but the windows were double glazed for soundproofing and insulation. Everything, from the arches and ornamental designs, tall ceilings, marble pillars and walls, copper and brass elevators to the brass doors, has been restored. The architects for the hotel’s interior design and restorations were Pacific Architecture. As a luxury upscale hotel in a convenient location, the property is targeted at corporate, government, and leisure guests. “Wellington being a very strong corporate and government market, the hotel is rightly placed to offer a brand new and luxury accommodation option at the right price and more value,” said Vikas Yadav, business manager, DoubleTree by Hilton Wellington. Being right in the heart of the CBD, the hotel is within walking distance of the city’s iconic cable car, the waterfront, and major government and corporate offices. The team at the four-and-a-half-star hotel includes over 60 people and is supported by a centralised business team in Auckland. As the hotel is part of the Hilton Honors loyalty programme, guests can check-in and select rooms using the Hilton Honors app. Guests are also able to use digital keys on their phone to unlock doors, making the checkin and check-out process fast and seamless. “For the guests staying with us, we have the ‘Make It Right’ programme which encourages our guests to let

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us know if they have any concerns with our service or room so that we can make it right for them.” On-site, the fusion menu at the restaurant Spring Kitchen offers guests an amalgamation of New Zealand produce, Asian flavours and modern gastronomic techniques. In terms of sustainability, the hotel participates in a programme called Light Stay where all utilities, energy and water consumption is monitored to reduce the carbon footprint wherever possible. “Looking ahead, our plan for the hotel is to provide exceptional service and value to our guests. It is a brand-new hotel with a lot of potential. Currently, we are on the top of the leaderboard for review scores and will try our best to maintain the spot.” l

STARTS WITH

For more information contact 0800 242 327 or visit ahbeardcommercial.com Gaye Whyte NZ Commercial Account Manager 021 734 309 | gaye@ahbeard.com

Alan Hawkins NZ Commercial Account Manager 021 906 017 | alan@ahbeard.com

Marissa Smith NZ Commercial Co-ordinator 09 320 0678 | marissas@ahbeard.com December/JANUARY 2019

realestate

TOURISM TO BOOST ACCOMMODATION BOOM As tourism numbers continue rising in both domestic and international travel, the accommodation sector is reaping the rewards and showing a steady increase year-on-year. The recent release of the draft, Aotearoa-New Zealand Government Tourism Strategy, indicates the proposed visitor levy is estimated to bring an additional NZD$80m each year. International visitor numbers are expected to increase 4.8 percent per annum. This additional pool of money is intended to support and sustain this forecast (shared between tourism and conservation). In addition, the latest National Tourism Infrastructure Assessment (2017), identifies visitor accommodation as the leading area likely to add the most value to the tourism industry. This provides a huge scope within the commercial accommodation sector to capitalise on this projection. However, the accommodation sector, as attractive as it may be, does require specialist knowledge and expertise. There’s been some changes in the market – notably, an increase in syndications buying businesses, including those in the 50-plus age group teaming up with family and friends to form multi-ownership deals, and a surge in interest from Private Equity groups. While these acquisitions often provide a premium price, the offers are typically conditional, requiring a number of acquisitions for the desired aggregation result. As a seller, there are several compliance and due diligence matters that need to be sorted to ensure you’re in a prime position to sell with minimal hassles. • Prepare all sale documentation well in advance – from legal to financials. • Ensure system reports match financials and GST returns. • Ensure all stakeholders are easily accessible – including accountants, solicitors, etc. • Allow flexibility in your schedule for potential buyer inspections. • Have any additional information that may assist with the sale process on hand. “At LINK, we’ve always placed an importance on having brokers with the right expertise, which is why we’ve established a team of 12 specialist accommodation brokers to ensure all parties are taken through the proper process on both the buying and the selling side of the equation. They are

BIGGEST SALE IN 12 YEARS

Waldorf Stadium Apartment Hotel has been sold in what is Auckland’s largest hotel transaction in 12 years. “It’s the largest hotel transaction in Auckland in 12 years since the Carlton on Mayoral Drive sold for NZ$113 million in late 2016,” said Dean Humphries, national director of hotels, Colliers International. Colliers International and CBRE brokered the sale of the 178-unit property to Australian-based Mulpha Group for an undisclosed sum. “In terms of the Waldorf Stadium Hotel, we were attracted to its position in a key gateway city, strategic location in the heart of the Auckland CBD, together with several strategic opportunities to add additional value to this asset over the short to medium term working in conjunction with the hotel operator Daiwa House group,” said Greg Shaw, CEO, Mulpha. l the most experienced and most effective brokers, consistently delivering the best results for sellers,” said Aaron Toresen, CEO, LINK. With offices throughout New Zealand, LINK has a vast network of qualified brokers to help you capitalise on this tourism and accommodation boom. Visit www.linkbusiness.co.nz. l

With 18,000 buyers on our database, LINK will sell your business, faster.

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n a literal sense, earth tones are any colours containing some brown, the colour of the soil. A colour palette of earthy tones is made up of browns, tans, warm greys and greens, and are more commonly known as ‘neutral colours’ which are desaturated and muted versions of natural colours. Far more than just a colour choice to lean back on when you can’t decide, neutral colours can be used to create a therapeutic space to escape the mad world we live in. Earth tones connect guests with nature, while also experiencing the comfort of the indoors. The unsaturated tones serve as a relaxing background, allowing guests to gaze over from one item to the next without other colours pulling attention away. For that very reason, designing with earth tones also gives you the chance to elevate a piece and give it some more attention. Mixing in layers of colour into a neutral earthy design will make the colours pop and stand out even more. Grey, like every shade in the neutral colour palette, isn’t just a one-dimensional colour. Greys don’t have to be gloomy either, and when paired correctly with natural colours they stand out and come to life. For instance, the Kamongo Cream print from Martha’s Furnishing Fabrics has tones like Resene Grey Seal, making for a calming print which effortlessly combines natural colours, all balanced out over the grey. The Elegance buffet table from Big Save is also grey but couldn’t look more different. With a shiny

Kamongocream print, Martha pale grey finish, the piece has light Furnishing Fabrics blue undertones like Resene Time After Time. The SEAYOU deck chair from DEDON, reminiscent of Resene Napa, is a prime example of neutral colours working outside as well as indoors. The fusion of grey, brown, and ochre helps it blend in seamlessly with all sorts of other natural tones found in the outdoors. Elegance buffet table, Earthy neutrals don’t only Big Save Furniture consist of greys and pale browns though, as any saturated natural colour can fit perfectly into the Resene colour scheme. Time After Time The Oakland Ottoman Arbus by Home Republic is full of earthy green colours like Resene Rivergum and could bring a natural feel to any living space. Another green example is the Canning armchair from Resene Danske Mobler. With colours Thunder similar to Resene Mother Road Nature, this piece would be the perfect complement alongside Hady Floral, other naturally coloured and Buro Seating wooden furnishings. An additional ottoman with deep earthy tones is the Classic Wing Ottoman from Freedom Furniture, which comes in a natural green colour similar to Resene Waiouru. Finally, the Hady Floral Resene chair from Buro Seating, Rivergum featuring a soil-like brown similar to Resene Thunder Road. The chair’s print takes the meaning of earthy tones to another level with flowers Oakland Ottoman Arbus, Home completing the naturally tranquil Republic aesthetic. l

Colours available from Resene ColorShops

www.resene.co.nz 0800 737 363 December/JANUARY 2019

MINUTES WITH

TIM ALPE

JUCY

Tim Alpe’s entry into the tourism industry began when he worked at his father’s company, the New Zealand stock exchange listed thl.

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lpe is best known for his work with JUCY, the campervan and car hire business he launched with his brother Dan in 2001. From what started as a small business operating from a garage in Parnell, Auckland, JUCY quickly expanded and now operates a worldwide fleet of over 3,500 vehicles. Since then it’s all been a resounding success, highlighted when Alpe received the Ernst & Young Entrepreneur Award in 2010. By 2010, the company had started looking at adjacent opportunities in the tourism sector, such as cruises, and in particular, accommodation, opening a JUCY hotel in Auckland. Entering the accommodation industry was a slight change for JUCY’s operations, but it came with the same kind of challenges that Alpe encountered in his core business. “I think it’s a fun, seasonal industry. There are challenges like getting busy over summer and quiet over winter, although places like Queenstown are obviously different. But it’s a bloody exciting industry,” Alpe said. The Auckland property was the brand’s first dip into the accommodation sector, and the experiment was followed up by a type of hotel not previously seen in New Zealand: JUCY Snooze Christchurch, a pod hotel with a roof restaurant and bar. In early 2018, they followed it up by opening JUCY Snooze Queenstown, and more recently announced another JUCY hotel in Auckland, this time pod-style. The pods are low cost, much cheaper than standard hotel rooms and can be rented by the hour. The pods are also surprisingly high-tech, with a luggage storage locker, power supply and USB charging ports, temperature control as well as WiFi. Two of the JUCY Snooze hotels operate with smart check-in kiosks, where guests can check-in to the hotel at a time of their choosing without facing reception. “We looked to take an airline approach.” The

new Auckland hotel is unlikely to be the last we’ll see of JUCY Snooze, as Alpe said they’re “very keen to expand and focussed on growth”, although they’re likely to stick to gateway cities, especially places where JUCY already operates. “There’s a lot of action happening, especially a lot of focus in the top-end at that four-to-sixstar category. The amount of new buildings is a testament to New Zealand as a tourist location.” JUCY Snooze dodges that market entirely, by instead catering to the same kind of audience as its campervans; mostly young travellers coming from European countries. As JUCY’s customer base is largely made up of young German travellers, Alpe regularly travels to Europe for business. The hotels that stands out to him from his journeys the most are the modern boutique citizenM hotels in London. JUCY has now expanded to operate fleets of campervans across Australia and the United States, and recently invested in electric campervans. His advice for newcomers in the industry is to look towards the growing markets in the tourism sector and go from there. “With emerging markets like China, there’s a lot of exciting opportunities for newcomers to take and I look forward to seeing what young people do in that space.” l

techbytes

KEEP IT LOCKED

EFFECTS OF SELF-DRIVING A conceptual paper from the University of Oxford and the University of Surrey has envisioned the impacts autonomous vehicles will have on urban tourism. Some potential benefits included a reduction in traffic congestion, resulting in fewer pollutants being emitted, simplified foreign car hire, reduced parking requirements and cheaper taxi fares. In terms of the hospitality industry, restaurants and hotels may find new competition from autonomous dining vehicles and passengers who can now sleep in their moving vehicles. Among the negative effects, people are likely to spend longer amounts of time in cars on journeys, which could make for a larger urban sprawl and increased car dependency. Autonomous vehicles may reduce the demand for train travel, coach tours,

public transport and driven taxis altogether, resulting in job losses. “The visitor economy will be gradually transformed if AVs become fully automated and mainstream, leading to a future where hordes of small AVs could congest urban attractions, hop-onhop-off city bus tours may go out of business altogether, motorways between cities could fill at night with slow-moving AVs carrying sleeping occupants,” said Professor Cohen, head of tourism and transport, University of Surrey’s School of Hospitality and Tourism Management. “This ground-breaking study will benefit urban planners, policymakers and the tourism and hospitality industries, who will face a range of threats and opportunities as AVs begin to reach the mass market in the coming decade.” l

Security should be a top concern for all hoteliers, as misplaced or disorganised keys or swipe cards can cause all sorts of headaches for staff. The last thing you need is a guest standing at reception, waiting for half an hour, while the staff behind the desk become stressed trying to find the room key. One way to always keep tabs on the whereabouts of keys is with Creone KeyBox. Instead of keys and swipe cards being left in cupboards or across desks, they can be safely and securely stored in the Creone KeyBox cabinets. There are two types of units available; KeyBoxes and ValueBoxes. “Keyboxes are perfect for small bunches of keys or swipe cards; we also have the ValueBox which secures and manages larger items like welcome packs or information guides,” said Oliver Going, account manager, from LSCNZ Ltd. Creone systems are also capable of meeting the needs of today’s guests, allowing them to arrive after hours to collect their keys or welcome packs, using a self-service machine. You can sleep better at night now, knowing that delayed guests, who may be checking in outside of normal reception hours, can let

themselves in un-aided. Creone Lockboxes can cover the full spectrum of hotels and motels and come in all shapes and sizes. On top of that, the KeyBox system can be easily expanded by adding more compartments. “The Creone range is hugely expandable. We start off with as little as one door and move up to 72 doors; suitable for a hotel with more than 300 rooms.” The systems are easy to get up and running and can be set-up on a spare spot on the wall, mounting the unit near a 230V power point. Creone systems are set up in several hotels and motels across Australasia, a notable user being the Crowne Plaza Hotels Group. For more information about Creone Lockboxes visit www.creone.com. l

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MEET THE CHEF

JIWON DO

Hippopotamus, Wellington

Jiwon Do has stepped into big shoes, replacing veteran Laurent Loudeac at QT Wellington’s restaurant Hippopotamus as executive chef.

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Having previously worked in Wellington for ICON at Te Papa, Martin Bosley’s, and Portlander, Do also has a history of working at Hippopotamus. “My future goal is to have Wellingtonians love my food as much as I love Wellington,” said Do. His love for Wellington is built around the city’s food culture and everything that influences it. “It’s the food capital of New Zealand. It’s a multicultural city, so many different cultural influences provide unlimited opportunities to present what the chefs can offer to the public who are open to experimenting.” Do’s passion for cooking sparked while growing up in South Korea, where Western food wasn’t commonplace at the time, and the steak was unaffordable. There was a discount Japanese version of steak called ‘Hamburg Steak’, similar to a thick beef patty, and it made Do take a broad look at what a chef can do to make people happy. “I come from a family of five generations working in hospitality, it is in my blood and I love every minute of it. This heritage and passion have influenced my philosophy as a chef

and I believe that when dining out it should always be about enjoyment and making people feel happy. That’s what I strive for.” He endeavours to rival his mum’s cooking and make people happy through food. Through reading, research and travel, he stays in the know with culinary trends. However, Do relies on classic French techniques and only experiments with flavour, as trends come and go. Over the years, Do has broadened his interest in multiple cuisines resulting in an extraordinary spectrum of flavour profiles. “I think the best technique as a chef is to execute what you know best and do it better. For me, my mum’s cooking is the best, and I challenge myself to cook better than mum. Trends come and go in roundabouts, but classic techniques are always reliable,” Do said. About every two years, Do takes time to visit Korea. During these trips, he makes sure to stop over in Japan as he is inspired by the unique sense of heritage in their cuisine. “On my last visit I discovered a 100-year-old Shoyu that was used in making ramen broth, and that’s something I endeavour to evolve in my dishes in the future.” At the moment Do is working on creating a new menu at Hippopotamus. “I’m focussing on making my food uberlocal. Foraged herbs and vegetables on the table; it’s farm to plate dining.” In his mind, his biggest accomplishment is coming back to work in Wellington and establishing himself as executive chef at Hippopotamus where he spent five years working earlier in his career. To ensure every dish he serves is of the highest quality, Do makes sure to taste every plate that passes the chef’s station before it’s complete. This makes sure that the little things don’t get overlooked; hot food on hot plates, cold food served cold. Former Hippopotamus executive chef Laurent Loudeac and executive chef at the Portlander Tim Banks were both influential in making him the chef he is today. While his cooking has evolved over the years, his interest in multiple cuisines has given him an extraordinary spectrum of flavour profiles. His plans for the future are set, and he knows where he wants to be. “I’m looking forward to working with QT Wellington to continue the great legacy that Hippopotamus presents.” l

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KNOCK KNOCK

To officially be classified as a five-star international hotel, room service must be available around the clock seven days a week. It’s a necessary luxury that a lot of guests rely on, and if done poorly it can frame a guest’s impression of the rest of the hotel, yet so many hotels struggle to run room service efficiently and at a high quality. This month, HOTEL looks at trends and innovations in room service, as well as the food and equipment that hotels should attention to ensure everything in room service runs smoothly.

TRENDS AND CHANGES A trend across the wider food industry is a movement towards organic and homegrown produce. At restaurants, diners like knowing that the food they’re eating is sourced locally and comes from a farm nearby. Hotels beginning to find guests starting to follow suit, wanting local meat, dairy and produce, getting chefs to craft menus around local delicacies. A lot of guests ordering room service are short for time, busy or stressed. This often translates into the guests ordering comfort food

from room service. From mac n’ cheese to fish fingers, guests will often find peace in nostalgic comfort mood. A lot of hotels offer these kinds of meals around the clock to meet the guest’s needs whenever hunger strikes. Depending on the country’s rules around alcohol serving times, hotels are offering guests drinks through room service all day and night long. Some take it a step further, keeping mixologists on hand 24/7, available to go into the guest rooms with a fully-stocked

bar car ready to mix the cocktails right in front of the guests. Hotels like the New York Hilton Midtown and PUBLIC Chicago have gone as far as discontinuing the traditional room service delivery trays and cutlery, instead delivering the hotel restaurant’s food in a brown bag like Uber Eats. This meant the hotels could drop the price of the room service without dropping the quality. It does, however, sacrifice the luxury of being presented room service in a tray with dishes and drinks delicately arranged. l

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MAKING THE ECO CHOICE

There are plenty of opportunities in room service operations for hotels to cut down on waste and be more sustainable. From plastic trays, cups, and straws, to the water and power used to wash dishes, room service can have quite the environmental impact. However, there are ways to offer luxurious room service, while also being eco-conscious. “Hotels are fairly intensive users of power, water and other consumables that are

not necessarily as good for the environment as they could be, so there are several good reasons for hotels to think about sustainability in all areas of operations,” said Catherine Bell, owner, Epicure Trading Ltd. One simple and easy to implement way is to use ecofriendly dishes and cutlery in room service. Single-use plastics are a hot topic in the industry, with AccorHotels, Heritage Hotels, Marriott, IHG, Hyatt, Sudima and

more all ditching plastic straws. But sustainable options don’t end with straws, because skewers, cutlery, and plates are also opportunities where you can cut down on waste. “Using single-use items for the in-room service of food and beverage saves on labour as there’s no washing up which in turn saves on power, water and reduces the use of detergents, they are lighter to carry, and there is no breakage or theft. They also take up less storage room than conventional crockery.” Epicure Trading offers several ranges of earth-to-earth products that can be home composted because they have no plastic or bioplastic components which require commercial facilities to compost. Across its ranges, it offers a variety of stylish plates, bowls, cups, cutlery, straws, skewers and picks, boxes and trays. If any of these do find their way into the waterways or oceans, they will disintegrate fully and cause no harm. Its range presents unique shapes in plates and bowls in two Bagasse (sugarcane waste) ranges – some even look like fine white porcelain. They hold hot or cold food and do not absorb oils or liquids for at least 6 hours, making them perfect for room service operations. To learn more about Epicure Trading visit www.epicuretrading.co.nz. l

LOAD IT UP When guests order room service at Hotel EMC2 in Chicago they will have food delivered by a pair of three-foot-tall robots, Leo and Cleo. The robots are loaded up with the food and drinks and navigate their way to the guest’s rooms. The robotic butlers are also capable of delivering do not disturb signs, balloons, and toilet paper for sticky situations. Guests at the hotel can also order using Amazon Alexa units, automating the entire process aside from the preparation. Savioke, the robotics company who makes the machines has also created models which are able to communicate with hotel elevators, taking even more of the human process out of the equation. l

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SIMPLIFYING SERVICE Room service can be tricky to get just right, and there are many little complications which stop the process from running smoothly. Andrew Brown has more experience than most working in the accommodation food and beverage sector, having worked for 13 years as the executive chef at luxury five-star hotels like The George Hotel and Millennium Hotel in Christchurch. He’s also had the chance to view the operations and work in big name hotel brands like Hilton, Sheraton, Shangri-La and Grand Hyatt. “The transition between kitchens and rooms certainly has some issues, maintaining the heat of the dish would be the most important. However, delivering a meal that potentially would be served in the restaurant brings in the difficulties of dish structure remaining intact as it travels to the room on a trolley or serving tray,” said Brown, now working as marketing and production development manager, at United Fisheries Ltd. The all-day availability of room service is another element which creates problems for hotels. The menu must change between different meals throughout the day, which creates issues with making dishes that can be served at both lunch and dinner while also offering a good menu structure with enough variation. “Late night or overnight room service menus often transition into easily prepared or ready-prepared dishes on a heavily reduced menu selection. These dishes will often be prepared by late night porters or less skilled food handlers so a cook by numbers approach will

often be used to achieve the end result.” Each hotel has its own approach to room service. This means there is no simple answer to making the process easier, although a good first step would be taking a simplistic approach. It also helps to consider the guests’ needs and their reasons for ordering room

service instead of dining at the hotel restaurant or further out. “I believe guests often want very simple low fuss options that can be delivered hot and quick. Comfortable and relatable food options often match their reasons to stay in a room for a meal. Often the meal is only for one person, so they are unlikely to step outside

of their comfort zone opting for a burger or simple pasta dish,” said Brown. “Many of the new modern style hotels offer in-room food options choosing an almost ‘grab and go’ menu approach which has been received well. This stripped-down format removes many of the costly formal elements appealing to their target market demographic who are used to it and happily order these products in a similar way that they would order Uber Eats to their room and ultimately maintaining a revenue stream for the hotel.” United Food Co recently brought to market a new range of authentic tasty finger foods, which are excellent function menu options as well as a great solution for room service. The United Food Co range includes classic Spanish style croquettes in tuna or prawn varieties, crab and corn or squid and prawn empanadas, crab cakes, tempura sole fillet and the trending dumpling range. United Fisheries’ range is designed to capture cultural flavours from around the globe inspired by the authentic street food experience which international travellers will be familiar with. For the convenience of staff, these tasty handmade products go from the freezer to plate in under ten minutes. This reduces waste and labour costs, simplifies the required skills to cook, presents and delivers an authentic flavour experience. The products all maintain a good heat core temperature for an extended period after they have been cooked. For more information contact your local distributor or United Accounts Manager at orders@ unitedfisheries.co.nz l

ROOM FOR MORE TECH? Until a few years ago, room service could only be ordered from the front desk or by calling in from the room phone. Smartphones have revolutionised the way room service can be ordered, as guests can now order through the touch of the screen. App-based room service ordering is an attractive option for those who may not want to have to talk to anybody, especially considering more millennials are staying in hotels than ever before. Four Seasons hotels have offered room service ordering through mobile for years, and in New Zealand, hotels like the Bolton Hotel Wellington offer the service. Aside from being able to order quickly, these apps can also be personalised for guests,

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recommending meals based on previous orders, or popping up with limited time offers. There are drawbacks to ordering through a screen though. There’s no order taker guiding guests through the menu, sharing thoughtful pairings and suggestions. There’s no one to answer questions about items that may not be included on the menu. Chatbots like the AccorBot used by AccorHotels Australia have the potential to automatically answer guest’s questions. Even further, at the UK hotel chain Edwardian Hotels, an AI-driven chatbot talks to guests, asking them if they need help, providing information about checking in, and offering deals on room service. “Edward gives an upselling opportunity for buying breakfast,

and ad hoc messaging might invite VIPs for a drink or tell guests we have a spa and massages. He looks at the history and can pre-empt guest needs like asking

for a bathrobe,” said Michael Mrini, director of information technology, Edwardian Hotels London. l

December/JANUARY 2019

OUTSIDE THE BOX ImagineBDR has experience in designing and wrapping large objects like trucks, cars and even buildings – but the Burns & Ferrall Great Container Kitchen was the first time they’d been tasked with helping to create a mobile container restaurant. “There have been some really clever uses of containers and we’re stoked to be a part of it,” said Imagine BDR CEO Jason Hall. “I think the container mall in Christchurch after the earthquakes really helped people

think outside the square. Burns & Ferrall have a branch down there so it’s nice to think that some good came out of a bad situation.” ImagineBDR was involved in the initial creative discussions, and Hall and the ImagineBDR team were excited to get the project off the ground. Imagine BDR designed the exterior look and feel of the container, specifying the adhesives before printing and wrapping the container on-site at CSL Containers. “Tony [Broome] and the team are fantastic at onboarding suppliers, making it really easy to work together,” Hall said. “Briefs are clear, and the culture is very open so it’s really easy to engage and get stuff done. This project has been no different.” ImagineBDR provided Burns & Ferrall with a full suite of marketing services and thoroughly enjoyed the experience. For Hall, the highlight of the project was finally bringing the container to life. “Seeing the excitement of the staff from both companies, actually realising that we had done it, was great – followed closely by the public launch a few weeks later.” Hall has some idea of what he’d do with the container, if he were lucky enough to win it. “I love the concept of the container being mobile, so it’d be so great to tour it to the best beaches over summer,” he said. “Other than that, it would be superb on Rangitoto. I know it’s DOC land, but how awesome would that be?” l

THE PERFECT OPPORTUNITY Tiger Coffee managing director Sheona Kearney had been wanting to partner with Burns & Ferrall for a while, and the Great Container Kitchen Giveaway provided the perfect opportunity. “It was a fabulous gateway to introduce me to the team at Burns & Ferrall,” she said. “They’re very motivated and professional in the way they conduct business.” Tiger Coffee provides leading edge equipment, bespoke customer-led solutions and value-led propositions. Kearney and the team had never been involved in a project like the Great Container Kitchen before and were excited to be involved. The rise of portable kitchen solutions means that such projects are becoming more and more common. “We are actually looking at some different projects with other clients at the moment,” Kearney explained. “It’s a great way to have an affordable business with the simplicity of set up minimizing outlay and can be moved around if needed.” For Kearney, the perfect place to put the Great Container Kitchen would be in Auckland’s Viaduct, although if she were lucky enough to win, she’d place the container on a beach in Fiji. l

BE IN TO WIN this amazing Container Kitchen worth over 125K! Spend over $1000 between 1st June 2018 to 31st January 2019 to go into the draw.

*Artists impression

Terms and conditions: Promotion period ends 31st January 2019. Five finalists will be drawn on 1st February 2019. Winner will be announced on 11th March 2019 at the Food First Gala Dinner. The draw will be made under legal supervision. All entries will be housed electronically and drawn via an electronic system. There will be no return cash value of the prize. The prize will be housed in Auckland and will be transported to one location for the official handover to the new owner. Burns & Ferrall will insure all contents of the prize until it is handed over to the new owner. Standard manufacturer warranties will be dated from the handover date. For full terms & conditions, please visit www.burnsferrall.co.nz

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AT YOUR DISPOSAL Pest control is a key part of any food safety plan, with hotels having to prove that they are taking steps to prevent any infestations. Food waste that decomposes in rubbish skips creates odours, attracts pests and serves as a breeding ground for bacteria. Disposers help keep food waste out of rubbish skips, getting rid of scraps as soon as they are created. In-sink disposal units also reduce staff trips to the bin and waste-hauling costs, while increasing kitchen efficiency and profitability. Food waste disposers also play an important role in saving money with payback of initial investment in as little as one year. The benefits extend beyond the kitchen – the carbon in the food waste helps reduce nitrogen and phosphorous in wastewater, which protects from the removal of valuable nutrients that are beneficial

to the discharged water. WaterCare in Auckland want more food waste for the plants and want to be running totally on renewable energy by 2027. The InSinkErator brand was created in 1938 and is now the world’s largest manufacturer of food waste disposers. With five different models, InSinkErator has a food waste disposer for any size operation. From the lightduty LC-50 to the large capacity SS-500 workhorse model, all disposers feature stainless steel grind chambers, dual-direction cast iron shredders and heavy-duty motors for quiet operation and superior performance. To learn more visit www.parex. co.nz or call 0800 200 510. l

GENERATOR PARTNERS WITH HIPGROUP Event space operator Generator has partnered with Hipgroup as official caterers, providing food for events like breakfast functions, business launches, conferences and weddings. “Hipgroup’s values and philosophy on attention to detail and customer focus align perfectly with Generator, which is why we have partnered with them – to provide customers with the best in hospitality and to meet the ever-changing demands of our clients,” Generator general manager Francesca Blomfield said. “It is also ideal that Hipgroup has a multitude of top brands based in Britomart in Auckland’s

CBD, close to Generator sites, so the provision of top, restaurant quality food is easy and efficient. We are looking forward to seeing the great, creative food options that Hipgroup can bring to the table at Generator’s wide range of event formats.” Generator has seen growing demand for its many event space formats in recent years, with thousands of guests going through the doors per year. For the last 14 years, Hipgroup has redefined the Auckland dining scene with venues such as Ortolana, The Store, Amano and Rosie and a focus on provenance, sustainability, seasonality and locally sourced product. l

STUDYING ON THE JOB

When Emma McKinnon was 18 and fresh out of school, her first job was greeting guests at the front desk of Blenheim’s luxury five-star Chateau Marlborough hotel. At this point, all she longed for was to be in management telling people what to do. However, after ten years of work experience and having gained priceless hindsight from working as the hotel’s food and beverage manager, McKinnon is ready for a new challenge at the prestigious venue. “I realised that, for me, managing people is not all it’s cracked up to be and it can feel pretty lonely. Looking back, I spent my twenties learning how life works and these days I have a different goal. I’d still like to manage a small boutique hotel, but not until I’m in my fifties,” said McKinnon. McKinnon has spent most of her life in the hotel industry, having lived in a hotel in her late teens where her mother worked as the general manager. “People think it must be a luxury, but it’s not like that at all.” Three days after celebrating her 30th birthday, she’s moved up to the role of conference and events

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manager at Chateau Marlborough, while also completing an important industry qualification, the Service IQ NZ Diploma in Hospitality (Operational Management) Level 5. “It’s perfect timing. The Diploma will help me in my role and it is a formal recognition of all the training I have done on the job and skills I’ve achieved over fifteen years in the industry. It’s also great because you don’t have to stop work to do it which means you can keep on earning while you’re learning.” McKinnon was one of eight New Zealanders to receive a Hospitality NZ/SKY Future Leader Scholarship valued at $3,000. The programme is awarded to up-and-coming hospitality professionals with strong leadership potential. In McKinnon’s case, her strong work ethic, underpinned by many years of industry experience and well

thought out goals and plans led her to receive the award. Her new role is focussed on arranging the logistics and helping to meet the complex requirements of large conference groups visiting the top-rated hotel. Chateau Marlborough is expanding its operations to meet visitor demand in the region, including increasing capacity from forty to eighty rooms, to host bigger events and hire more staff. “As part of the Diploma, I’m currently learning about staff recruitment which is knowledge I’ll use for the rest of my career.”

The satisfying part of hotel life for her is helping visitors enjoy the guest experience. “I love meeting new people, exceeding our guests’ expectations and just seeing them smile. We’ll do everything we can to make sure our guests have what they need.” After working and being around the industry for so long, does McKinnon recommend the career path to others? “Absolutely. It’s so rewarding, and it pays well. You can train on the job, you can travel with it, and there are always going to be jobs in hospitality.” l

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