Vol.26 THEAugustBi-monthlyNo.42022BUSINESS OF ACCOMMODATION IN ASIA-PACIFIC HOT THIS MONTH: Fashionable uniforms, hybrid events, interactive fitness tech and hotel openings TRAILBLAZING TECHNOLOGY HM AWARDS ENTRIES OPEN WAKING UP TO WELLNESS IN THIS ISSUE Meet Accor’s award-winning commercial team and discover how they are winning guests who return to stay time and time again with the Pacific’s leading hotel operator. LIMITLESSLOYALTYGOES
The best in-room entertainment live and On Demand, all in one place. Book a demo today Call 1300 792 883 or visit foxtel.com.au/biq
Entertainment for guests to enjoy live and On Demand I strongly believe that our guest rooms would not be the all encompassing experience of comfort, convenience and indulgence without the inclusion of Foxtel Business iQ. We don’t expect guests to bring their own linen, shower or kettle, so why would we expect them to bring their own television content. Glen GeneralEricksonManager ^90+ channels are included when you take the Content Warehouse and Movie Vault addon pack. *Movies included when you take the Movie Vault add-on pack. Some channels not available in public viewing areas. This product is available to Foxtel Business subscribers only. Requires purchase of 100% of screens within the site. Requires internet connection. Availability of particular titles may vary. House of the Dragon: 2022 © Home Box Office, Inc. All rights reserved. HBO and all related service marks are the property of Home Box Office, Inc. Bluey: Bluey TM and Bluey characters logo TM & © Ludo Studio Pty Ltd 2018. Many Saints Of Newark: © 2021 WarnerMedia Direct, LLC. All Rights Reserved. HBO MaxTM is used under license. BUS02728 Provide the ultimate entertainment experience with award winning drama, over 50 live sports, over 1,000 movies* and integrated casting all through the Foxtel Business iQ. 20,000+ hrs of movies* and shows 24/7 news coverage 90 + channels^ 50 + sports
HMawards.com.au The HM Awards are firmly recognised at the eminent awards night on the accommodation and hospitality industry calendar. Each year, more than 1,500 nominations are assessed to determine more than 40 category winners. The 20th edition of the HM Awards will once again recognise personal and company excellence across Australia, New Zealand and the Pacific 2022 Nominations Open Now Nominations close: Friday 26 August, 2022 HM Awards Gala Presentation Dinner: Friday 25 November, 2022 at Sydney Town Hall Tickets: First release now on sale now for $270 ex GST (table of 10 is $2,600 ex GST) Ticket enquiries: events@intermedia.com.au Sponsorship enquiries: Tara Ducrou on tducruou@intermedia.com.au Bronze SponsorEmerald Sponsors Silver SponsorsCo-Hosted by
hotelmanagement.com.au 5 CONTENTS On the cover How Accor’s commercial team keeps guests coming back. 54 2621 IHG reminisces on 60 years of its brands in Australia 24 AHICE AOTEAROA What to expect from the first ever AHICE to take place in New Zealand. 32 TECH TRAILBLAZERS Hotel technology experts share the top trends they expect to impact the industry. 36 TOP TECH The latest tech innovations shaping the guest experience in 2022. 44 SCALING UP An insight into development activity across midscale, upscale, and select-service brands. 54 A SUPERIOR SLEEP How hotels are going the extra mile to deliver a premium sleep experience. 58 LEARNING CURVE Top hotel schools discuss the opportunities and challenges facing graduates. 62 FASHION MEETS FUNCTION Consistency, collaboration, and customisation in uniform design. 66 LIVE AND KICKING Hotels invest in flexible spaces and innovative tech as corporate events return. 68 FIGHTING FIT How fit-tech leader Peloton is shaking up the wellness experience. 70 UNLEASHING CREATIVITY Facilitating creative design while maintaining brand standards. HM Q&A 26 CRYSTAL CLEAR VISION Crystalbrook Collection CEO Geoff York talks strategies to drive next chapter. 30 OLD-WORLD WONDER The Porter House Hotel Sydney GM Joleen Hurst tells us what to expect from this luxury property. Regulars 06 EDITOR-IN-CHIEF’S LETTER James Wilkinson on the travel boom. 08 EDITOR’S LETTER Ruth Hogan welcomes the digital transformation of hotels. 10 NEED TO KNOW The essential stories you need to know this month. 12 COVER STORY Presented this month by Accor. August 2022 Vol. 26 No.4 Crystalbrook invests in digital andHoteliersdevelopmentinvest in a superior sleep experience
6 HM The Business of Accommodation EDITOR-IN-CHIEF'S LETTER
I
t’s hard to believe that a year ago, many Australian cities such as Sydney were in total lockdown and citizens couldn’t travel more than five kilometres from their homes. Now, with the freedom to visit almost anywhere on the planet, global citizens are travelling like we have never seen before.
Hotels
Airports like London Heathrow have had to impose caps on the number of arriving and departing passengers, merely a year after the aerotropolis was running a skeleton operation, and hotels across the world are posting record rates, RevPAR growth and occupancy numbers.
I’ve been traversing the globe since last November, from New York to London, Honolulu, Auckland, Brisbane, Vancouver and Nadi, and the reports are the same everywhere – good luck getting a flight and a hotel room at pre-pandemic rates.
The global travel boom that’s not slowing down Global citizens are travelling like never before The global travel boom is highlighting the need for more hospitality workers
The HM global hot list around the world capturing our attention this month.
THREE: Crowne Plaza Changi Airport, Singapore @cpchangiairport
FOUR: Santa Monica Proper Hotel, California @santamonicaprop
As countries like Samoa and Vanuatu open up at a rapid pace, and with more to follow, like Japan, the lack of hospitality staff globally is continuing to hold the industry back from achieving the growth it should. Locally, we are fortunate to have industry bodies like the Accommodation Association, Tourism Accommodation Australia and the Hotel Council Aotearoa who are tirelessly lobbying governments on visas, training, support for the sector and more. At times like this, being a member of these organisations has never been more important because there’s simply no quick fix to staffing and other key issues the sector is facing.
Human resources will be a key topic at the inaugural Aotearoa Hotel Industry Conference and Exhibition (AHICE) which is being held in Tāmaki Makaurau (Auckland) on October 12-13. I’m very excited we have been able to launch our first conference across the Tasman, which has been made possible thanks to a partnership with the board of Hotel Council Aotearoa, led by Strategic Director James Doolan. We have already had some amazing support for our inaugural, localised Aotearoa version of AHICE, and I can’t wait to see the industry come together in full force. Enjoy the issue and I look forward to your feedback as always. Yours in hospitality, James Wilkinson Editor-In-Chief
ONE: SO/Paris, France @soparishotel TWO: Andaz Fifth Ave, New York @andaz5th
While the global travel boom has been a blessing for the tourism sector, it has also highlighted the biggest issue the industry continues to face today – employment.
02 9906 2202www.weatherdon.com.ausales@weatherdon.com.au VISITTOWEATHERDON.COM.AUSEEOURFULLRANGE HOUSEKEEPINGAPARTMENTBATHROOMELECTRICALHOTELFORSPECIALISTSSUPPLYOVER4 7 YEARS
Ruth
James Wells Publisher
Copyright © 2022 Travel Business Media Pty Ltd.
EDITOR'S LETTER Managing Director Simon Grover Publisher James Wells Editor In Chief James jwilkinson@intermedia.com.auWilkinson Editor Ruth rhogan@intermedia.com.auHogan Group ManagerCommercial Tara tducrou@intermedia.com.auDucrou Production Manager Jacqui jacqui@intermedia.com.auCooper Photography Accor photography by Oneill Photographics Subscription enquiries 1800 651 Subscribe422to HM magazine 6 issues for AU $88 (inc. GST) subscriptions@intermedia.com.au Published by 41 Bridge Road, Glebe NSW 2037, Australia. (PO Box 55, Glebe NSW 2037, Australia) Tel: +61 (0) 2 9660 2113 Fax: +61 (0) 2 9660 4419 ABN 940 025 836 82 In association with Tech experts are exploring the future of hotels in the metaverse ThisDISCLAIMERpublicationis published by Travel Business Media Pty Ltd (the “Publisher”). Materials in this publication have been created by a variety of different entities and, to the extent permitted by law, the Publisher accepts no liability for materials created by others. All materials should be considered protected by Australian and international intellectual property laws. Unless you are authorised by law or the copyright owner
8 HM The Business of Accommodation
On page 32, tech titans tell us about the key emerging trends in the industry, and on page 36 we explore the latest innovations that are making an impact. Having witnessed how transformative technology has been in the retail industry, I’m excited to see how it can revolutionise hotels. Back in 2008, Woolworths became the first supermarket in Australia to introduce self-serve checkouts. Today, they are a staple feature across the supermarkets and small-format grocery stores around the country. The change is already happening in hotels, and it’s apparent that self-serve technology will play a critical role in the future of the accommodation industry. Sofitel Sydney Darling Harbour introduced self-service check-in kiosks last year, while Cllix Apartments and Hotels, formerly known as Arise, recently announced plans to roll out self-serve kiosks across its entire network.
Hotels are gradually beginning to embrace self-service technology
Tara Ducrou Group Commercial Manager James Wilkinson Editor-in-Chief
A time to transform T echnology is a scary word for a lot of people – but it needn’t be. It’s supposed to make life easier, after all. This issue highlights the simple ways that hotels can use technology to improve efficiency both front and back of house.
MEET THE HM TEAM…
Due to increased usage during the pandemic, QR codes are now a popular way to provide more information to guests during their stay, and mobile-access and digital door locks are also on the rise across all tiers. While many in the industry have expressed concerns that technology risks losing the human connection that hotels are famous for, others are finding solutions to deliver both convenience and connection. When Quest recently introduced a digital key function to its app, Group General Manager, Adrian Turner, introduced an automated welcome email – from his own email address – to be sent to guests on signing up. Guests can then use this email address to provide any feedback or to ask questions. Where there’s a will, there’s a way. I hope you enjoy this issue – please feel free to get in touch with any thoughts or feedback. Hogan Editor to do so, you may not copy any of the materials. The mention of a product or service, person or company in this publication does not indicate the Publisher’s endorsement. The views expressed in this publication do not necessarily represent the opinion of the Publisher, its agents, company officers or employees. Any use of the information contained in this publication is at the sole risk of the person using that information. The user should make independent enquiries as to the accuracy of the information before relying on that information. All express or implied terms, conditions, warranties, statements, assurances and representations in relation to the Publisher, its publications and its services are expressly excluded save for those conditions and warranties which must be implied under the laws of any State of Australia or the provisions of Division 2 of Part V of the Trade Practices Act 1974 and any statutory modification or re enactment thereof. To the extent permitted by law, the Publisher will not be liable for any damages including special, exemplary, punitive or consequential damages (including but not limited to economic loss or loss of profit or revenue or loss of opportunity) or indirect loss or damage of any kind arising in contract, tort or otherwise, even if advised of the possibility of such loss of profits or damages. While we use our best endeavours to ensure accuracy of the materials we create, to the extent permitted by law, the Publisher excludes all liability for loss resulting from any inaccuracies or false or misleading statements that may appear in this publication.
AHICE is coming to Aotearoa Hosted By Hosted By HOTEL COUNCIL AOTEAROA ahice.co.nz PULLMAN AUCKLAND OCTOBER 12-13, 2022
Modern and luxurious in style, the hotel has been designed with careful consideration for the heritage building's original facade.
DESIGN-LED LUXURY BRAND QT made its long-awaited debut in the coastal city of Newcastle in June. A cornerstone of Iris Capital’s AU$700million reinvigoration of Newcastle’s East End precinct, the hotel is housed within the 113-year-old former Scotts Limited and David Jones building on Hunter Mall.
The property’s F&B offering includes signature restaurant Jana, led by awardwinning Executive Chef Massimo Speroni, and a rooftop bar with harbour views.
Things You Need To Know
The essential hotel and travel industry news and trends from across the globe. Read more at HotelManagement.com.au.
QT Newcastle makes an entrance
10 HM The Business of Accommodation 14
QT Newcastle features 104 guest rooms and suites, each with unique industrial textures and“Nofurnishings.tworooms are the same,” QT Newcastle General Manager, Michael Stamboulidis, told HM exclusively on opening. “You could stay here 104 nights and you will get a different experience every single occasion.”
QT puts a modern twist on an historical icon. 01
THE STAR IS set to welcome former Commonwealth Bank of Australia (CBA) executive, Scott Wharton, as CEO of The Star Sydney and Group Head of Transformation.
CapitaLand Investment Limited’s (CLI) CEO for Lodging, Kevin Goh, said the move is part of Ascott’s ambition to play a bigger role in the lodging market. “There are significant synergies between Ascott and Oakwood, given our complementary footprint and product offerings,” he said. “We intend to build on the strong reputation and heritage of the Oakwood brand, especially
Multiplex takes on remainder of Darling Harbour project.
THE ASCOTT LIMITED is set to acquire global serviced apartment provider Oakwood Worldwide from Mapletree Investments. The acquisition will take Ascott’s global presence to about 900 properties in 39 countries.
The 585-room hotel is located in The Ribbon development
04
The Star recruits CBA exec Scott Wharton will lead The Star Sydney and wider group through its transformation. Oakwoodfagshipproperty OakwoodPremierCoexCenterSeoul in markets across Southeast Asia, North Asia and North America.”
“Marriott International is very pleased with the appointment of premier construction company Multiplex to lead the finalisation of The Ribbon Development and 03 02 W Sydney,” Marriott’s Area Vice President for Australia, New Zealand and Pacific, Sean Hunt, told HM “The appointment will see the W Sydney on track to open in 2023.” Multiplex will soon commence the remaining works on the site, which mostly centres around internal fit-out, and public domain works at the Darling Harbour precinct.
ScottWhartonledCBA’s response to the 2018prudentialinquiry
NEED TO KNOW
Ascott to acquire apartments business Oakwood Ascott strengthens global lodging portfolio.
W SYDNEY IS on track for a 2023 opening after Australian property developer Greaton appointed Multiplex to complete The Ribbon development in Darling Harbour. Construction of The Ribbon, which includes the 585-room luxury W Sydney hotel, IMAX theatre and retail, came to a grinding halt earlier this year when the previous builder, Probuild, went into administration.
W Sydney will feature 585 guestrooms, suites and studio suites, a two-storey rooftop bar, heated infinity pool, spa, gym, all-day dining restaurant and bar.
hotelmanagement.com.au 11
At CBA, Wharton held the position of Group Executive, Program Delivery, and was responsible for leading key transformation efforts, including CBA’s response to the 2018 Prudential Inquiry Report into governance, culture and Wharton’saccountability.appointment, which is subject to regulatory approvals, follows the recent appointment of Robbie Cooke as The Star Entertainment Group CEO and Managing Director. Interim Chairman, Ben Heap, said Wharton’s experience will be valuable to The Star as it drives a Renewal Program across the“Thegroup.work he led at CBA has been recognised as one of the most comprehensive reforms of corporate culture in Australia,” Heap said. “His leadership capabilities, expertise in delivering significant transformation working closely with regulators, together with his commercial skills and experience managing complex businesses, made him the ideal candidate to take on this key position within the organisation.”
Greaton’s W Sydney back on track
Sarah Derry, CEO, Accor Pacific: When we announced our seven-year deal to sponsor Accor Stadium last year, we received an overwhelmingly positive response from our guests and members. Our loyalty members tell us they love having special access to experiences, entertainment and sporting events. The strength of Accor Stadium, our brands and our network means our partners are in a prime position for future growth. Owners and developers want to take advantage of this, alongside investment opportunities with a proven operator with diverse and desirable hotel brands in luxury, lifestyle and economy, midscale and premium segments, paired with unmatched scale in the region. Through powerful hotel brands, strategic partnerships and loyalty, Accor will continue to deliver a competitive edge that maximises the value of properties and markets.
From mindblowing guest experiences at Accor Stadium to a gamechanging loyalty partnership with Qantas, meet Accor’s award-winning commercial team and discover how they are winning guests who return to stay time and time again with the Pacific’s leading hotel operator.
THE FUTURE OF LOYALTY AT ACCOR
How is your partnership with Accor Stadium unlocking growth opportunities for owners?
PROMOTION
Accorhasaseven-yearsponsorshipdeal with Stadium Australia
Kent Warren, VP Revenue & Analytics: Expanding, delivering and sustaining top line revenue performance while building on long term sustainable demand through marketing, loyalty and partnerships is integral to our roadmap and our growth plans. We remain very excited about the potential of our core Pacific market and we’re fortunate to be in a region which is well-positioned for significant growth opportunities. We have a good mix of leisure and business travellers, and we are in a position of strength to continue to increase market share, support our teams and guests, and create further value for owners.
Accor’s loyalty program gives members access to experiences, entertainment and sporting events at Accor Stadium
12 HM The Business of Accommodation
Anne Gill, VP Sales and Connected Partners: ALL now operates as a loyalty ecosystem connecting our members to our diverse and large number of properties such as Sofitel, Pullman, Mantra and Mercure, through relevant and engaging content, offers or events on our websites, emails, app, partners and social media channels. ALL provides significant advantages with our B2B clients across corporate and business events. Our scale and diverse brand portfolio enables these clients to earn points faster and access unique and diversified experiences, with many of these delivered via our strong partnerships with AFL, AFLW, NRL, NRLW, NZ Cricket, NZ Rugby and Netball Australia.
What is the future of partnerships for Accor? Karmen Ou, VP Partnerships: Towards the end of last year, we announced an industry milestone in our partnership with Qantas: a deeper partnership that will see mutual members of our loyalty programs be rewarded at every stage of their travel journey. Our partnership with Qantas, where members of Qantas Frequent Flyer and ALL can for the first time be rewarded twice when they fly with Qantas and stay at one of Accor’s hotels, is a game changer. As we grow our partnership network, we are consciously expanding with worldclass partners who align with our member’s passions in the areas of entertainment, food and sport.
This partnership is creating opportunities for wide reaching campaigns which touch on joint PR, marketing and loyalty initiatives, realising huge value to owners, guests and loyalty members.
Nick Parmar, VP Marketing and Customer Experience: Launching Accor Stadium firmly aligns with our vision to create incredible customer experiences for our loyalty members, owners and clients. We focus on bringing our fresh and exciting hotel brands and ALL to life at Accor Stadium, paying close attention to the quality of the customer experience.
How are you unleashing the power of digital, data and insights?
hotelmanagement.com.au 13 ACCOR NEWS
Why is Accor Live Limitless such an attractive loyalty platform for guests? Renae Trimble, CCO: Accor Live Limitless (ALL) is about lifestyle. The ALL.com booking platform gives consumers direct access to the best choice of brands across the Pacific. The secret is that ALL goes beyond hotels, resorts and apartments. ALL is about creating an emotional connection with our members, even when they are not staying with us. ALL connects them to what they love, and engages them in their everyday. To do so, we are actively leveraging every single channel that we own and we are creating many additional opportunities with partners within the hospitality, travel, sports, entertainment and experiences sectors. Accor Stadium is a terrific example of this.
itsandexperiencesmemorableforguestsmembersthroughloyaltyinitiatives
Chris Mills, VP Digital & Loyalty: We are continually investing in the best digital technology to engage our guests and members via their preferred channels; leveraging websites, social media, email communication and the ALL APP to create memorable one-to-one interactions that strengthen loyalty and drive revenue. ALL.com goes beyond a traditional booking platform; providing our members with unique, engaging and inspirational content to help them access experiences – whilst travelling and also those closer to home. Members of ALL receive exclusive communication helping them to maximise value of the programme, from ways to earn more Rewards points, competitions to win Limitless Experiences at venues including Accor Stadium, or offers that provide pre-sale access or discounts through a variety of partners. The ALL APP has also become a preferred channel for members to engage with us, providing them access to +5,300 hotels globally whilst also enabling members to earn Reward points on dining without a stay, access to their digital membership card and being the first to know of new offers through our app notifications. We’re also providing digital tools to support our hotel teams deliver memorable and personalised experiences. The use of ACDC – Accor Customer Digital Card, assists our team to understand member preferences so that the preferred pillow, favourite drink, or room preference can be delivered – helping our members to feel like our properties are a home away from home, every stay. n Accor’s commercial team is creating
The boutique hotel, which is expected to open in early 2024, will be the linchpin of the wider mixed-use precinct, which will feature food and beverage venues, retail stores and residential accommodation.
The 102-room design-led hotel will feature curved brickwork and stone pathways, and is intended to serve as an urban escape, with a rooftop infinity pool offering city views. Care and attention to detail will be a strong focus in the guest experience. “It’s going to be a very high-level urban resort that [offers guests] the ability to switch off and relax but still feel that they’re very close to everything they need,” TFE Hotels Director of Development, John Sutcliffe, told HM exclusively. “It will certainly appeal to leisure travellers, but it will lend itself to multiple market segments.”
06 Pro-invest’s Jan Smits was joined by Sunshine Coast Mayor, Mark Jamieson, for the official opening
AUSTRALIA’S FIRST HOLIDAY Inn Express and Suites property opened on Queensland’s Sunshine Coast in July.
14 HM The Business of Accommodation NEED TO KNOW IMAGINE A SITUATION where one in every two businesses is struggling to find suitable staff? The Australian Bureau of Statistics’ June data shows 51% of Australia’s accommodation and food service businesses find themselves facing this massive challenge. The Accommodation Association is proud to have moved early on to develop a range of programs to attract, develop and retain people in our sector. Importantly, we continue to monitor the situation and look at where else we can act to help members especially now when we have record job vacancy rates and unemployment rates. We are very excited to have attracted AU$5.6 million investment from the Victorian State Government for a new Accommodation Association Victorian Jobs program. This will allow us to train and place up to 400 candidates within regional and metropolitan member properties within Victoria. It’s another win-win for both our members and job seekers, and a shining example of our commitment to making each one of our training initiatives meaningful and practical. If you are not already taking advantage of Accommodation Association's training opportunities, view the full portfolio on our website. Our industry led employment pathways are designed to meet our recruitment needs right across the country as we work with members to identify gaps and put in place solutions that work. A win-win for hotels and jobseekers
Pro-invest launches Holiday Inn Express and Suites in Australia
An artist’s impression of the pool view at TFE’s Collection hotel in Surry Hills 05 Collection by TFE to make Sydney debut
By Cass Champion, Chief Operating Officer, Accommodation Association TFE HOTELS WILL introduce its first Collection property to Sydney at TOGA Group’s mixed-use development, Surry Hills Village.
The lifestyle hotel will be located at TOGA Group’s Surry Hills Village.
A joint partnership between Pro-invest Hotels and IHG Hotels and Resorts, the new-build property features a combination of suite style rooms alongside regular hotel rooms – a first for the Holiday Inn Express brand in Australia. “With tourism volumes increasing weekly, we’re thrilled to have officially opened our doors in one of Australia’s most popular holiday destinations,” said Pro-invest Group CEO and Deputy Chair, Jan Smits. The 181-room hotel Holiday Inn Express and Suites Sunshine Coast includes 41 onebedroom suites complete with kitchenette, small living area with sofa bed and pod coffee“Frommachines.theoutset we knew that the unique combination of contemporary design, flexible functionality and amenity, and value for money that is the hallmark of the Holiday Inn Express brand would be attractive in this market,” Smits said.
The first ‘Suite’ product from the brand opens in Queensland.
07
The 12-storey hotel will have 71 rooms, including suites and penthouses, each with a private balcony. The property will also feature a 360-degree viewing deck on the top level, a wellness day spa, relaxation spaces and infinity pool, as well as a world-class restaurant, private dining room and boardroom.
Barossa’s ʻsix starʼ $50 million luxury hotel gets go ahead
The Oscar Hotel at Seppeltsfield Winery was given the thumbs up by the Light Regional Council at a council meeting in June, after a lengthy and costly consultation process. “We are thrilled to finally have approval and to move into the next phases after investing almost AU$2 million into the project to date,” said Project Director, Toby Yap.
NEED TO KNOW A world of innovative hospitality across the globe’s most MINORHOTELS.COMdestinationsstunningGlobal network of 8 brands | 525+ properties 75,000+ rooms | Operating in 56 countries
Construction is set to begin later this year, and the luxury hotel operator selected through a tender process will be announced soon.
Construction of the Oscar Hotel will commence later this year.
A SIX-STAR LUXURY hotel in South Australia’s Barossa Valley has been granted planning approval in a landmark decision that is expected to drive tourism in the region.
The 12-storey hotel will have 71 rooms
16 HM The Business of Accommodation NEED TO KNOW
Throughout this conditional period – which could span 18 months to two years –the authority will monitor the final phase of its suitability assessment after last year’s Bergin Inquiry found Crown unfit to hold a gaming licence.
Blackstone takes over as the new owner of Crown following regulatory approvals
Hotel companies act early to provide stability for staff. 08
Award workers at Ovolo’s Australian hotels have received the mandated pay increase new systems and internal control measures that have been set up by Crown and ensure they are embedded in the business.
Marriott, Ovolo fast track mandated wage bump
09 MARRIOTT INTERNATIONAL AND Ovolo Hotels brought forward the Fair Work Commission’s mandated wage increase of 4.6% for award workers by three months, ahead of the October 1 deadline. “Marriott International operates under a ‘people-first’ culture, our priority has always been and will continue to be our Associates,” said Marriott International Area Vice President Australia, New Zealand and Pacific, Sean Hunt. “We operate on the ethos of if we take care of our Associates, they in turn will take care of our guests.”
Strength in numbers
“Under the Authority’s supervision, Crown has rebuilt its gaming model from the ground up, which has meant deep structural change around governance, anti-money laundering measures and corporate culture,” The Authority’s Chairperson, Philip Crawford, said. Crawford said the authority will observe the ONCE AGAIN, A new strain of COVID is dominating the headlines sending ripples of anxiety through the accommodation sector. But despite the unsettled weather on the horizon, hotels have managed to stay the course. In fact, when you compare our situation nationally to this time last year, there are a whole lot of things to be positive about. We are still restriction free; our borders are still open, and our recovery continues unabated. The recent school holidays saw occupancy figures jump to near prepandemic levels in almost every major tourist area in all states across the nation. There were some low spots in flood effected parts of the eastern seaboard but overall, the good news far outweighed the bad. Every city in the country, particular the gateway cities, has seen a steady upward climb in occupancy figures despite the cold winter. And in Sydney, the Vivid festival brought with it peak weekend rates of above 83%, the highest recorded for more than two Borderyears.restrictions enforced in response to COVID were dropped on July 12, with arriving passengers no longer required to declare their vaccination status or obtain a travel exemption. This easing of red tape will allow more international tourists to arrive and support increasing our hotels occupancies, particularly in the gateway CBDs of Sydney and Melbourne where it is still needed most. Most importantly for our industry, it will also encourage more Working Holiday Makers and International Students to visit our shores and hopefully take up one of the roughly 100,000 vacant hospitality positions nationwide.
By Michael Johnson, CEO, Tourism Accommodation Australia Crown Sydney gets green light to open casino Gaming facilities permitted to open on a conditional basis.
Ovolo CEO, Dave Baswal, said the wage increase shows employees that their hard work is valued. “Hospitality is a people business; we are nothing without our team – they are our biggest asset – so it is only right to pass this increase onto them as soon as possible,” he said.
“This will ensure our team are looked after in what are still tough times for many of them – it provides a sense of stability and security.”
The authority recently approved Blackstone’s suitability to hold a casino licence in NSW and having since gained the necessary approvals from Victorian and West Australian regulators and the Federal Court, the funds manager takes over as the new owner of Crown.
CROWN SYDNEY HAS been granted conditional approval by the NSW Independent Liquor and Gaming Authority to open its gaming operations.
All workers who receive award wages above $869.60 per week will receive a 4.6% increase, while those who earn below $869.60 per week will receive a $40 per week increase.
“Crown has been required to implement a raft of stringent controls to prevent money laundering and criminal infiltration in its NSW business model,” he said. “What was happening in Crown’s interstate operations will not be repeated in NSW.”
Construction of the new hotel will begin next year.
An artist’s impression of Avani Mooloolaba Beach Hotel
Launched in 2011, and designed to cater to the style, value and comfort demands of the millennial traveller, Avani is now the fastest-growing upscale hospitality brand in Asia today. Its portfolio of properties extends across Asia, the Middle East, Africa and Europe. Avani Mooloolaba Beach Hotel, located close to the beach foreshore, will feature 180 rooms, four restaurants, meeting and conference facilities, kids’ club, spa, rooftop pool, bar, and wedding venue.
NEED TO KNOW commercialsales@sealy.com.au www.sealy.com.au/commercial A good night’s sleep ranks as the most important aspect for returning guests, that’s why we include these features in all Sealy® Commercial mattresses: Specially designed for the accommodation industry. MATERIALS HEALTHSHIELD® Leaading Coil Technology Healthshield® Materials Research and Development Backed by our Guarantee Australian Made TECHNOLOGY LEADING COIL
Minor to debut Australia’s first Avani hotel The 180-room property will open on the Sunshine Coast.
“We have been keen to add an Avani hotel into our Australian portfolio for some time and have been scouting for a first-class location,” said Minor International Group CEO and Minor Hotels CEO, Dillip Rajakarier. “We feel confident this property ticks all the boxes for travellers seeking the upscale, contemporary experience offered by our international Avani Hotels and Resorts, and we expect it will be extremely well received within the Australian market.”
10 MINOR HOTELS IS set to introduce the first Avani hotel to the Australian market in 2025 with a new-build property planned for Queensland’s Sunshine Coast.
PROMOTION
18 HM The Business of Accommodation
“At QT, we want to make the ordinary, extraordinary. The QT and Dyson collaboration certainly delivers on this. Introducing Dyson Supersonic™ hair dryers as a brand standard elevates our QT in-room offering and ensures a highly sought-after signature service experience is available to each guest.”
ENGINEER
W hen delivering a luxury experience for guests, the little details really matter – like personalised service and high-quality amenities. For this reason, QT Hotels and Resorts is investing heavily in Dyson technology, becoming the first hotel group in ANZ to offer Dyson’s Supersonic™ hair dryers in all of its hotel rooms. “The QT’s brand purpose is to celebrate individuality in a world less conventional,” said QT’s Director of Brand, Danelle Ayers.
As a trend-setting market leader, QT is constantly looking for ways to elevate the guest experience; and this collaboration with Dyson reflects its commitment to providing a world-class service.
DYSON AND QT
EXTRAORDINARY STAYS
QT also has Dyson Corrale™ straighteners available across all suites and on request. QT Hotels and Resorts Group General Manager, Callum Kennedy, said it’s about putting the customer first. “Dyson continues to lead its industry with the development of innovative technology and this collaboration places guest experience at the forefront,” Kennedy said. “Whether it’s the Dyson Supersonic™ hair dryer, engineered to protect hair from extreme heat damage, or the cordless Dyson Corrale™ straightener, designed for easy at-home or inhotel use, it all comes back to owner or guest experience.”
Dyson’s haircare tools can help QT guests look and feel their best during their stay
QT Hotels & Resorts puts the guest first with ‘mane-changing’ Dyson haircare technologies that protect hair health and natural shine. Three QT leaders share the importance of offering high-quality amenities for guests.
The feedback from QT guests about Dyson’s hair technology has been ‘incredibly positive’, according to Parker. “For beauty aficionados and lifestyle enthusiasts, as well as those less familiar with the beauty and lifestyle space, Dyson is a company that is well-regarded for engineering technologies that deliver consistent high-performance. Of course, these coveted bathroom accessories are resonating with our guests,” she said.
QThasalsoinvestedinDyson
As part of its collaboration with Dyson, QT has also invested in over 80 Dyson air purifiers and 30 Dyson Outsize Absolute Extra cordless vacuums. “The Dyson purifiers are available on request to look after guests with specific allergies and delivered in-room. They will also be integrated into QT’s designer spaces,” Kennedy said. “In addition to this, we have invested in Dyson cordless vacuums for public area housekeeping use, bringing QT in its cleanest era yet.”
PRESERVING HAIR QT-ICLES
“The Dyson Supersonic™ hair dryer is not your ordinary bathroom accessory, they are the leaders in hair technology that’s backed by science and the best in market,” she said. “I firmly believe these iconic hair dryers alongside Kevin Murphy amenities set us above our competitors - gone are the days of bathroom boredom, from hair products to low voltage hair dryers that rely on excessive heat to style hair.”
hotelmanagement.com.au 19 DYSON NEWS
“The products are high-tech, high-end and highly regarded in the public eye,” Parker said. “We look forward to collaborating with Dyson as they continue to develop and bring more game-changing technology to the market. We can’t wait to see what innovative products are next!” n
To ensure guests get the most out of the Dyson tools at their disposal, QT has created exclusive Dyson instructional styling videos, which are available in-room, to show them how to create their desired do. “Filmed onsite at QT Sydney, they cover a range of hair types and attachments available at QT,” Kennedy said. “We love that every guest will check-out looking and feeling as if they’ve just stepped out of the salon.”
QT offers Dyson Corrale™ straighteners available across all suites and on request Dyson haircare technologies are highly regarded for avoiding unnecessary extreme heat damage which can be irreparable air purifiers for public
QT Perth General Manager, Lisa Parker, said to deliver the best in-room and hotel guest experience, you need to partner with “the best of the best”.
QT Perth is already using Dyson purifiers in its public spaces. GM Lisa Parker said they bring “an added sense of assurance” that QT takes cleanliness and the health of our guests and staff alike seriously. “We also use Dyson purifiers in our office spaces to ensure we are providing our team the most hygienic environment possible,” Parker added. She said the Dyson range is ‘a technology game-changer’.
spacesandforroomsonrequest
And for those staying at QT Sydney, the hotel is a short walk from the Dyson Demo on 285 George Street offering a personalised styling service in its Beauty Lab. Dyson stylists are on-hand to provide complimentary hair consultations and styling tutorials plus for the ultimate full salon styling experience, a hair wash basin is also available. Not only that, you can even get a personalised hair health diagnosis and learn how to protect your hair health.
BEYOND HAIRCARE
“This is as simple as celebrating what’s unique about each and every guest and making their day the best we can. Dyson helps deliver this, providing the tools for our guests to look and feel their best,” Kennedy said. “It was a no-brainer to launch this hotel mane-changer.”
“As a business, we also made a commitment to sustainable practices, so we’re thrilled we’ve been able to recycle, upcycle and lend a helping hand in Tassie.”
HOTEL COUNCIL AOTEAROA is delighted to help launch the Aotearoa Hotel Industry Conference and Exhibition (AHICE) in New Zealand, with the inaugural event to be held at the Pullman Auckland Hotel on October 12-13. The launch of AHICE in New Zealand follows the success of the recent Australasian Hotel Industry Conference and Exhibition held in Adelaide during May and attended by a record 1,200 delegates, making it the largest accommodation event in Asia-Pacific. There is pent-up demand for an AHICE conference with a particular focus on New Zealand. By nature, hoteliers love travel. When we attend conferences, we get to experience our own and our competitors’ product from a ‘guest perspective’. Industry conferences are not just a forum for catching up on key domestic and international trends, they are also a great way to pause, reflect and remind ourselves about the core function of our industry – creating memorable experiences for our guests.
The refurbishment follows a similar revamp of Travelodge Resort Darwin which saw a fresh new design scheme introduced throughout, with furnishings, fixtures, whitegoods, and TVs donated to local community groups, and recycled where possible.
The first AHICE in New Zealand will certainly be memorable. We have a superb line up of Kiwi and international speakers. We will tackle head-on the key challenges facing our industry in the post-COVID world. Alongside airlines, airports and in-country transport networks, hotels are a key tourism infrastructure asset and a critical component in the long-term success of any international-standard visitor economy. AHICE speakers and delegates will include hotel owners, hotel operators, hotel investors, politicians, bankers, consultants, architects, and advisors. Buy your tickets. Bring your A game. We look forward to seeing you October 12-13 in Auckland, New Zealand! Bring your A game By James Doolan, Strategic Director, Hotel Council Aotearoa Travelodge Hobart unveils new look Hotel gives back to local charity as part of refurb. 11
Cllix takes a tech-heavy approach to apartment hotels.
TRAVELODGE HOBART HAS undergone a multi-million-dollar refurbishment to win the attention of travellers amid a strong wave of domestic tourism to the island. All 131 guest rooms have been refreshed with the addition of new Dreamcatcher beds; public spaces including the reception have been given a new look. A gym and purpose-built yoga and pilates studio have also been introduced. The hotel team donated around 120 desks and chairs, more than 100 mattresses, 200 bedside tables, close to 100 floor lamps and 200 bedside lamps to St Vincent de Paul for distribution to its stores around the state. “With the introduction of TFE Hotels’ Global People, Local Conscience Social Impact Charter last year, we empowered our 12 Arise Hotels rebrands to Cllix
AskyhighviewofCllix’sCollinsHouse in Melbourne
ARISE HOTELS AND Apartments is rebranding to Cllix Apartments and Hotels with innovation, technology and customer service designed to appeal to the savvy, modern traveller. A division of the Queensland-based Song Properties, Cllix has over 20 properties across Australia, and plans to expand internationally in the future. “The rebrand signifies an exciting evolution for our group as we continue to focus on expansion opportunities both here in Australia and key new markets such as North America, Asia and Europe,” said Song Properties and Cllix Apartments and Hotels CEO, Michael Song. Technology will be a key feature of its offering, with new self-service kiosks rolled out across the entire network. “More than ever, travellers are seeking a convenient and stress-free experience which extends through to their accommodation, and we are confident we will deliver on that with our new website, 24/7 online concierge, and hasslefree self-service kiosks,” Song said.
“As a company, we are looking to bridge the gap between online travel marketplaces like Airbnb and traditional hotels; consider Cllix the half-way point where guests can enjoy the best of both worlds.”
20 HM The Business of Accommodation NEED TO KNOW
All rooms have been refreshed and new beds added hotel teams to make a difference in the lives of the communities in which we operate,” said TFE Hotels’ Group Chief Operating Officer, Chris Sedgwick.
“We couldn’t wish for a more iconic property to have marked the launch of our long and impressive history in Australia and, while the Southern Cross Hotel may no longer be with us, its legacy lives on in the iconic properties we continue to open with our owners today,” Harwood said. Over the decades that followed, the Holiday Inn and Crowne Plaza brands arrived into the Australian market and established properties in destinations such as Cairns, Cable Beach, Hamilton Island, Newcastle, Melbourne and Sydney. Bass Hotels and Resorts acquired the Holiday Inn and InterContinental brands in the 1980s and ‘90s respectively, before acquiring Southern Pacific Hotels Corporation (SPHC) in 2000 and transitioning its Parkroyal and Centra brands. Bass then divested its hotels business, which became known as Six Continents. In 2003, the business rebranded to InterContinental Hotels Group (IHG), and it finally became IHG Hotels and Resorts in 2021. In what the company is calling its Diamond Era, IHG is enjoying its biggest ever period of organic growth. It now has 68 opened and signed hotels in Australia and 95 across the broader Australasia and Pacific region. These properties span eight brands and three Collections: InterContinental, Kimpton, Vignette Collection and Hotel Indigo in the Luxury and Lifestyle portfolio; voco and Crowne Plaza in the Premium portfolio; and Holiday Inn and Holiday Inn Express in the Essentials portfolio.
IHG enters its Diamond Era IHG Hotels and Resorts marks 60 years in Australia. 13
Holiday Inn West Perth brings its own unique style InterContinental Southern Cross was lauded as one of the most luxurious hotels of its
timeCrownePlazaAdelaide's outdoor heated
hotelmanagement.com.au 21 NEED TO KNOW
poolappealstoleisuretravellers
“This really is a wonderful time of celebration, reflection, and excitement about the future as we come into our Diamond Era for IHG. “I’m very grateful to have the opportunity to lead IHG here in this market today, but there are so many who have been a part of our deep heritage and continued our pioneering spirit to pave the way before me. This anniversary is a chance for us to give back and say thank you. Thank you to our colleagues, thank you to owners, thank you to our past leaders and thank you to our loyal guests, who have been with us on this exciting journey.”
IHG THROUGH THE DECADES
IHG HOTELS AND Resorts is celebrating 60 years of its brands in Australia this August with a series of events throughout the month and continuing through the rest of the year.
IHG will also feature a social media series with video messages from colleagues past and present to remember the people that have made the company what it is today. “I am so proud to be celebrating an incredible milestone for a company that I love dearly, and that has such a special place in the hearts of the many people who have been part of the journey over the 60 amazing years,” said IHG’s Managing Director for Japan, Australasia and Pacific, Leanne Harwood.
On August 14, 1962, the legendary InterContinental Southern Cross Hotel Melbourne opened its doors, becoming the first international hotel in the country. Introduced by US airline Pan Am, founder of the InterContinental brand, the luxurious American-style hotel attracted celebrities, royalty, and rockstars from Frank Sinatra to Princess Diana and The Beatles.
JamieGriego, ExpediaGroup
NEED TO KNOW
With World Pride coming to Sydney next year, Expedia Group Account Management Director, JAMIE GRIEGO, shares the many ways that hoteliers can create authentic connections with LGBTQ+ travellers and communicate their position as trusted accommodation providers.
minutes with... 14 JAMIE GRIEGO 22 HM The Business of Accommodation Marriott International is the official Accommodation Partner for the 2023 Sydney Mardi Gras and World Pride event Inclusiveness should always beattheheartofthehospitalityindustry
THE LGBTQ+ COMMUNITY, like any population segment, loves to travel, and is fast becoming a high growth market and valued audience for the hospitality industry, predicted to include 180 million travellers byHowever,2030.
a 2021 survey from Orbitz revealed that travelling is one of the top situations in which LGBTQ+ respondents feel the need to downplay their identity. Of the 2,000 people surveyed, one in five said they always research a destination to see if it is LGBTQ+ friendly before planning a trip, and, six in every 10 revealed they had previously cancelled a trip due to feeling unsafe. Reaching out to LGBTQ+ travellers in an informed and authentic way is essential, and hoteliers need to be able attract these guests and let the LGBTQ+ community know they will be welcomed. With a growing number of filtering tools being made available to help travellers make informed decisions, there are several steps hoteliers can take to make sure they stand out as welcoming and inclusive destinations. As a first step, hoteliers should look to incorporate photography in any marketing materials that includes a diverse range of guests, including same-sex couples and transgender travellers, to demonstrate their openness. They can also look to include a separate website page or section devoted to the LGBTQ+ community with events, guest reviews, photos, nearby attractions, special packages, and rates.
Finally, hoteliers should support the LGBTQ+ community publicly by emphasising the risks and worries of not knowing if your identity is accepted to all non-LGBTQ+ people, creating a safe and welcoming environment for all. Take a firm stance on any discriminatory behaviour and have a zero-tolerance policy on anything that does not align with your inclusive values. This can be done by taking Expedia Group’s Pledge of Inclusion, agreeing to welcome all travellers, and becoming an ally to the community. Travel is a force for good, helping to broaden our horizons and improve our understanding of different cultures and identities –something the world needs today like never before. Inclusiveness is, and should always be, at the heart of the hospitality industry and hoteliers are uniquely placed to foster an environment that is welcoming to all traveller demographics.
issacleaninghygieneexpo.com1300789845info@interpoint.com.au 16-17 March, 2022 NEW DATES Silver Sponsor:Silver Premium Sponsor:Platinum Sponsor: Gold Sponsor: Media Partner: Owned by Silver Sponsor: Education Seminar Sponsor: Silver Sponsor: Silver Sponsor:Silver Sponsor:Co ee Cart Sponsor: Silver Sponsor: Gold Sponsor: REGISTER NOW FOR FREEE STAY UP-TO-DATE WITH THE LATEST INNOVATIONS AROUND CLEANING, DISINFECTION AND SANITISATION FOR THE HOSPITALITY INDUSTRY. An event not to be missed for hotel and other hospitality industry representatives who thrive to provide high-quality services for clients and a safe working environment. RECOVERYPOST-COVID-19 TOPICS HOSPITALITYHEALTHCARE,SPECIALISED&SUPPLY&TECHNOLOGYINNOVATIONCHAINPROCUREMENTCLEANING:AGEDCARE,ANDMORE PROGRAM HIGHLIGHTS PROFESSIONAL THEPHOTOGRAPHERHEADSHOT2022INCLEANEXCELLENCE AWARDS SPEAKER SESSIONS WITH MORE THAN 40 INDUSTRY EXPERTS & IN-DEPTH WORKSHOPS MORE THAN 80 EXHIBITORS SHOWCASING THEIR LATEST PRODUCTS AND SERVICES FREE TO 14-15ATTEND September 2022
than 50 key speakers from across New Zealand, the Pacific Islands, Australia and globally.
24 HM The Business of Accommodation New Zealand’s pre-eminent national body representing the hotel sector, Hotel Council Aotearoa (HCA), has signed a deal to launch a local edition of Asia-Pacific’s leading accommodation industry conference. The Asia-Pacific Hotel Industry Conference and Exhibition (AHICE) will stage its first New Zealand event on October 12-13, 2022, in Auckland, with three further conferences to follow under the deal with destinations including Christchurch and Wellington. Named the Aotearoa Hotel Industry Conference and Exhibition (AHICE), the event is expected to feature more
AHICE will make its New Zealand debut in Auckland
AHICE AOTEAROA
The launch of AHICE in New Zealand follows the success of the recent Australasian Hotel Industry Conference and Exhibition held in Adelaide during May and attended by a record 1,200 delegates, making it the largest accommodation event in Asia-Pacific.
More than 250 delegates are expected to attend the conference in Auckland, including New Zealand’s leading hotel owners, operators, consultants, and suppliers with the event increasing in size and content from 2023 and beyond.
The master AHICE event was held for the 13th time in 2022 and the expansion into New Zealand comes at a time when the industry continues its robust recovery following the opening of international borders.
Hotel Council Aotearoa Chair, Lani Hagaman, said: “We’re delighted to be partnering with AHICE and announcing a dedicated hotel industry conference for New Zealand once again.
CONFERENCES
The inaugural event will be held at the Pullman Auckland Hotel and Apartments on October 13, with a series of site tours of new properties and a gala welcome reception held the day prior on October 12.
“It has been a tough few years for hotel sector employees and businesses, so this is a fantastic milestone for HCA as we strive to assist members on their path to recovery.”
AHICE AOTEAROA IS SET TO LAUNCH THIS OCTOBER WITH MORE THAN 250 DELEGATES EXPECTED TO ATTEND THE INAUGURAL IN-PERSON EVENT, INCLUDING NEW ZEALAND’S LEADING HOTEL OWNERS, OPERATORS, CONSULTANTS AND SUPPLIERS
TO DEBUT AUCKLANDIN
More info: ahice.co.nz
Tickets will be on sale soon for the 2022 Aotearoa Hotel Industry Conference and Exhibition and topics covered at the event will include market outlooks, real estate, food and beverage, human resources and more. n
James Doolan, Hotel Council Aotearoa
Tickets: contact James (jwilkinson@intermedia.com.au)Wilkinson for packages
HCA Strategic Director, James Doolan added: “As the dedicated industry body for hotels and hoteliers in New Zealand, Hotel Council Aotearoa has always strived to be innovative and forward-thinking. “This partnership with AHICE is proof that the hotel sector is once again establishing itself and playing an active role in the New Zealand tourism landscape. “This partnership with AHICE is proof that the hotel sector is once again establishing itself and playing an active role in the New Zealand tourism landscape.”
The inaugural event will be held at the Pullman Auckland Hotel and Apartments
hotelmanagement.com.au 25 CONFERENCES
Location: Pullman Auckland and venues around the city
The AHICE event held in Adelaide in May was attended by a record 1,200 delegates
AHICE Chair and HM Editor-In-Chief, James Wilkinson, said it was an exciting opportunity to bring the event to New Zealand as the nation continued its significant re-boot of the tourism sector. “We’ve wanted to bring AHICE to New Zealand for the last few years and are thrilled to be partnering with HCA to make this a reality,” he said. “We are not just planning for an October conference in Auckland but are focused on scalability through to 2025. Our programme for 2022 and beyond will include evocative, educational, and insightful keynote speakers, Q&As and panel sessions.”
Sponsorships: contact Tara (tducrou@intermedia.com.au)Ducrou
“I’m confident Aotearoa Hotel Industry Conference and Exhibition (AHICE), will quickly become the ‘mustdo’ event for the New Zealand tourism industry.”
Event: Aotearoa Hotel Industry Conference and Exhibition (AHICE) Aotearoa
AotearoaAHICE2022
Dates: October 12-13, 2022
CRYSTAL CLEAR CRYSTALBROOK COLLECTION RECENTLY CELEBRATED FIVE YEARS IN BUSINESS AND TOOK THE OPPORTUNITY TO BRING 30 OF ITS KEY LEADERS TOGETHER TO TALK STRATEGY. CHIEF EXECUTIVE GEOFF YORK SPOKE TO RUTH HOGAN ABOUT HOW FAR THE START-UP HAS COME, AND HOW IT’S INVESTING IN DIGITAL, SUSTAINABILITY AND MENTAL HEALTH INITIATIVES TO DRIVE THE NEXT CHAPTER.
This is a seven-figure investment for us that will really elevate how we do business. It’s about knowing who the customer is, treating them like an individual – like we know them – and personalising the experience for them. Retail does it so well. If you get to the shopping cart and decide for whatever reason to jump off without completing the transaction, that’s the end of the journey. With the really good online retailers, you’ll get a text three hours later [prompting you to complete the transaction].Thenextday, you’ll get another one offering another 5% discount if you proceed. It’s all automated; that’s where Salesforce is going to take us. This is still a bit unique in the Australian hospitality space – not many have taken this on board. The hotel industry is always behind what’s happening in other industries, but this is going to push us to the forefront. You’ve recently launched Meet Mindfully, tapping into the rising trend for work wellbeing by facilitating meetings of purpose and value. How important is wellness to the business in terms of both the guest and employee
Crystalbrookexperience?Riley’s pool oasis is a popular place for guests to unwind Crystalbrook Byron is nestled in 45 acres of subtropical rainforest
26 HM The Business of Accommodation HM Q&A
Crystalbrook has just undergone a major digital transformation. What difference will this make to your customer experience?
I’ve always been a great believer in quality over quantity in terms of hotels for us. It must be the right hotel; it must fit the brand and complement what we’ve got already. The target is one or two hotels a year, but that could change if the right opportunities come along. I’d like to think within the next three years, we get to double digits in terms of numbers of hotels. n
“I’ve always been a great believer in quality over quantity in terms of hotels for us.”
hotelmanagement.com.au 27 HM Q&A
Stuart Moore, who’s the global founder of Earth Check, happened to be in Brisbane when we were having our meeting recently and he came and spoke to our people. We also launched a partnership late last year with the University of Newcastle, which is right beside Crystalbrook Kingsley, where we fund a scholarship for students studying sustainability. It felt like a natural fit for us. What about development plans? How are you planning to grow Crystalbrook’s footprint in the coming years? Over the last three years, we’ve opened three hotels – Crystalbrook Flynn in Cairns, a 311-room hotel; Crystalbrook Vincent, which is a hotel we purchased in Brisbane and rebranded in July last year; and Crystalbrook Kingsley in Newcastle, which opened in June last year. We’ve now got seven hotels, 1300 rooms across the group per night, and we own them all. We’re often described as a developer-owner, but we’re also an operator of our own hotels under our own brand. We’re not totally unique, but there’s not many like us in Australia. The future for us in terms of locations is we’re looking for another Sydney hotel – CBD or harbour located; Melbourne – we need a presence there; and then New Zealand. We’ve been looking at capital cities, Auckland, Queenstown, and Wellington, so I think that’s very much on the cards for next year.
Coming out of COVID, meetings business is very strong. It’s what’s driving hotel recovery this year –domestic ‘bleisure’ and meetings. Meet Mindfully is about personalising the meeting experience with different activities that you can do at each location, such as gin making at a distillery in Byron, forest bathing, yoga, sound healing, and laughter meditation. There needs to be a big focus on mental hygiene [in the aftermath of COVID]. In years to come, there’s going to be a lot of talk about the resulting mental health issues and the increase in youth suicide. We added a mental health awareness element to our response to COVID. We partnered with Beyond Blue and Indigo Project. If you booked directly with us, a donation was made directly to both of those organisations to support their mental health activities. We raised about $30,000 for Beyond Blue and a similar amount for Indigo Project. We also have an Earth Advocacy Day which allows each of our team members an extra paid day off per year to do something in the name of sustainability – whether it’s environmental or mindfulness.
Crystalbrook Kingsley opened in Newcastle in Crystalbrookmid-2021 now has seven hotels in its portfolio
Crystalbrook’s Responsible Luxury ethos has been a key part of its offering since day one. What sustainability initiatives are in the works at the moment? We’re working with Earth Check, which is an Australian scientific benchmarking and accreditation body based in Brisbane, but with a global footprint. We’ve signed up to them to provide us with a measurement of the initiatives that we’ve been undertaking in the hotels. We do believe that when staying with us, there’s going to be less impact on the environment, through the way that we operate our hotels, but I’ve realised that we need a scientific approach to measure what we’ve done, and how it differs to a normal hotel that doesn’t do any of that. Earth Check has some great hotel partners around the world, like Kempinski, so there’s a sharing of ideas –we’re always looking for more inspiration as to what we can be doing.
Geoff York, Crystalbrook Collection
28 HM The Business of Accommodation PROMOTION
RISING EVENT TRENDS At Encore, we have a unique view of changing needs and norms on all sides. Customers have new priorities for their meetings, while venue partners are adapting to stay competitive and meet these needs. We’ve seen several prominent trends take hold in the events space recently, all adding up to a very different picture than the norm at the beginning of 2020. With the right planning and partnerships, however, it’s possible to thrive in this new landscape. Here are some of the priorities on the rise in events right now.
As technology advances expectations in the events space, hotels must adapt to stay competitive. Encore APAC Managing Director, Scott Nodsle, shares an insight into the latest developments in this everchanging landscape.
Industry trends and technology never stand still for long. This means that to produce the best possible events, every party involved will have to change with the times. Such a major shift may seem daunting, but it’s really just a question of getting in step with new expectations to craft great, memorable experiences.
During 2020 hybrid events shot up from 5% to 85% of our total business. We’re now seeing a consistent trend of around 15% of our total showing that hybrid solutions and events are continuing in 2022. The trend shows that for Encore, clients continue to see the value in hybrid solutions for engagement during in-person events, as well as including remote attendees/presenters who are unable to attend. Hybrid is here to stay. We’ve developed many new solutions to engage attendees in the past two years. The continuing trend shows that event
VIRTUAL AND HYBRID TECH FOR IN-PERSON EVENTS
ScottNodsle, Encore
THE FUTURE OF EVENT TECH Venues can maximise existing spaces to stay ahead of the competition
UNIQUE, FLEXIBLE SPACES
A traditional venue setup includes installed technology to provide quick solutions for customers. This built-in tech is useful for environments that will be set up in a single configuration more than 80% of the time. This consistency reduces setup time, provides a consistent look, and helps get screens and microphones up and running. With that said, really reaching today’s customers may mean providing a bespoke, flexible solution for each event. Hotels that are able to adapt with less permanent tech, agile event spaces and use of mobile technology, have an advantage in this regard, with greater ROI — this is a subject I will return to in future articles.
Across industries on a global scale, workforces are changing, and this is creating a shift in the way event bookings work. Last-minute bookings for hotel event spaces, sometimes even in-the-week, are now more than an anomaly, they’re officially a trend. Some of this short-term activity has to do with changes in the way meeting planners are working, and with the loss of seasoned professionals from the space, leading to less reliance on the types of long-term strategies they had established. In other cases, companies are still dealing with uncertainty and complexity and don’t want to book in advance. At the same time, other organisers want to find different and unique spaces to host meetings. Agility, both from our team of talented professionals and in the way we manage spaces and assets, allows faster turnarounds than have been seen previously. A team capable of managing an event end to end — from sales to creative and design to operations — can make smart technology choices that ensure bump-in under tight timelines. Strategic design, smart technology, and support from our production company with mobile tech allows these professionals to go from a conference to a gala, or a virtual event to an in-person meeting, all within the same space, with minimal turnaround time.
Virtualandhybridevents have spikedin popularity
Demand for digital engagement technology remains strong
SHORT-TERM BOOKINGS
At Encore, we feel uniquely well-positioned to see the way the events industry is changing. One thing we pride ourselves on at Encore is our ability to listen to both the venue and customer’s requests and align with their needs. A skilled event production company can assist venues and clients with agile ways to transform a conference to a gala dinner and anything in-between by using unique technology to be creative and provide a completely different experience from day to night. In the next edition, we will dive deeper into how mobile equipment can be particularly advantageous in creating agile venues. At Encore, our focus on innovation has kept us in the lead, and we aspire to maintain this position. In all corners of the events space, these values of adaptability, customer-centricity and service will carry immense weight, even as customers’ preferences and technology needs evolve. n Connect with me and discuss your venues needs linkedin.com/in/scottnodsle
Another trend we’ve seen this year and expect to continue is that customers are moving toward wanting unique, bespoke solutions to their meeting needs. Venue partners can stay ahead of the competition by enhancing and maximising the use of their existing spaces.
THE VALUE OF ADAPTABILITY
hotelmanagement.com.au 29 ENCORE NEWS planners are now very comfortable integrating these solutions into their events and can see the added value of the engagement they deliver, such as networking, Q&A and live streaming. With borders opening, skies clearing and flights taking to the air again, the inevitable shift back to in-person meetings is underway. But even in these conditions, the demand for digital engagement technology is staying strong. During the course of the pandemic, Encore built, and continues to operate, several hybrid studios within venues to help them accommodate the changing landscape, whilst also giving planners the peace of mind their event will go on no matter what restrictions come into play. Digital engagement technology has advanced rapidly to support smaller meetings with less need for large-scale networking, with event apps like Chime Go seeing increasing usage as connectivity solutions. With this in mind, we at Encore project that the use of hybrid tech will rise from 5% to 15%. While human interaction is the crux of the meetings and conferences industry, a good technology platform can connect in-person attendees and shouldn’t be overlooked.
The hotel occupies the first 10 floors of a 36-storey mixed-use tower within the re-imagined Porter House precinct An artist’s impression of Henry’s Bread and Wine restaurant
T here’s a lot of history associated with this hotel. Can you explain a bit about that? This hotel is very much about the signature of the personality who created the building. From when it was built back in 1876, through to today, they have taken elements of everyone that’s been involved with that building across to the current design and the restoration, which is amazing to see. It’s so much nicer to see what we can do in restoring historical buildings and taking care of them rather than just knocking them down and building a new one. I’m very proud to be part of that and be a custodian of that for the future.
SYDNEY IS SET TO WELCOME A NEW LUXURY HOTEL WITH THE OPENING OF THE PORTER HOUSE HOTEL SYDNEY – MGALLERY IN AUGUST. THE AU$94 MILLION HOTEL IS SET IN AN 1870S HERITAGE-LISTED BUILDING, CONNECTING OLD AND NEW. GENERAL MANAGER JOLEEN HURST TOLD RUTH HOGAN WHAT TO EXPECT FROM THIS 122-ROOM HOTEL.
OLD-WORLD
What’s so unique about the design of this hotel? It’s a very bespoke building and the design is incredibly integral in the story of the hotel. There are two standalone buildings that connect the history of the Porter House and the modernity of the new build as well. There are elements of the Porter House, such as the arch windows and curved glass, all throughout the new hotel. It’s a brand new 10-storey building with new hotel rooms, and there is an actual crossover bridge between the old and the new connecting it to the Porter House itself, which is a destination food and beverage venue with multiple outfits. They have taken the archaeological finds on the building site and have used those throughout the building. For a guest that is into a five-star experience, that loves a bit of history, it’s a very unique space. How are you communicating the history of the hotel to guests? We are the curators of the history of the building, the custodians, and there are so many layers of story that we’ve got an opportunity to share something new every day. When guests wander through our entry laneway there are pieces and signs attached to tell that story. The team are immersed in the history – we have been digging even further to find out more history about the hotel. That will be part of our onboarding training so that they can tell that story. A lot of the team that we have onboard so far love that history side. We are also trying to bring in some of the other elements of Hugh Dixon, who was the original builder of the site. He was a botanist, and loved gardens, so we’re working with people in the Botanical Gardens to orchestrate tours to take what he loved and bring it to life for the guest. We will look at doing historic tours around the hotel itself to point out some of the features. We’ve got 165 boxes of archaeological finds so we’ve got quite a story that we can show people.
30 HM The Business of Accommodation GENERAL MANAGER
The private dining rooms are very different; they have lounge areas, dining areas, fireplaces, and libraries. It’s almost like a home away from home in terms of a living room concept – a great place to have a private dinner for 10 people and then enjoy some gin in front of the fireplace. It’s very old-worldly – pressed tin ceilings with the heavy wooden floor from days of old, big wooden pillars in the rooms – back to what it was originally.
Tell us about the food and beverage element at Porter House?
What has it been like building a new team in this difficult climate? It is a challenge, but we’ve been exceptionally lucky at this point in terms of the types of people that we have onboard. It’s about using different channels to reach the types of people that we’re looking for – working with partners, contacts, using resources that we probably never would have used once upon a time – and looking at different longer-term incentives. The most important part, from an Accor perspective, is providing them with a solid opportunity to learn, to be trained, to develop and to give them a longer-term career, some stability, and the opportunity to regrow their careers again. We’ve been very fortunate to get some international team members onboard, for example, my director of guest experience is an Australian girl who has come home after being overseas for 15-odd years with Fairmont, Raffles, Rosewood and Savoy.
On Level One, we have the Dixson and Sons restaurant – a bit more Brasserie style with banquette seating – then you come down to Henry’s Bread and Wine in our lobby area. This is where our guests check in, but it’s also where we have a florist, and a coffee shop that turns into a wine bar at night. n
An artist’s impression of the hotel lobby “We've been very fortunate to get teaminternationalsomemembersonboard.” Joleen Hurst, The Porter House Hotel Sydney
hotelmanagement.com.au 31 GENERAL MANAGER PeopleHotelPower HOTEL EXECUTIVEINDUSTRYRECRUITMENT Sourcing hotel and resort top industry talent. TrustworthyAccessibleUncomplicated powerhotelpeople.com Senior Sales Role? Call Kate Marshall +61 (0) 408 484 edmond@devilbend.online+61CallRole?Seniorkate@powerhotelpeople.com817OperationsorFinanceEdmondPower(0)422362156
Porter House is a destination in itself – it has five food and beverage offerings, and every floor except for the conference floor features a bar. We have Spice Trader, which is our very moody, intimate bar on the top floor; we then have two floors of conference spaces, and one floor of private dining rooms.
AMID A TECHNOLOGICAL REVOLUTION IN THE ACCOMMODATION INDUSTRY, THREE GLOBAL EXPERTS SHARE THE KEY TRENDS THEY EXPECT TO SHAPE THE SECTOR IN THE COMING YEARS.
Tech is an important contributor to our Group’s sustainability ambitions from both a Tech for Green and Green IT perspective. Tech for Green looks at how technology can contribute to lowering the carbon footprint of hotels, which constitute the bulk of our emissions. Our tech teams are working hand in hand with our ESG (Environmental, Social and Governance) department to help reach our global objectives in the coming years. Green IT is the constant drive to improve the footprint of the IT systems we operate within Accor. This is another advantage of our Move to Cloud: it will reduce the carbon footprint of Accor data centers by at least 80% as these systems are better managed at scale by Cloud providers.
32 HM The Business of Accommodation TECHNOLOGY
• It also allows us to be much quicker to deliver innovative technology solutions to guests, and it makes it much easier to get feedback from them.
• Cloud offers us the opportunity to optimise costs for Accor and our hotels owners, and also improve security, resilience and compliance.
In the past 20 years, technology has played an increasingly important role in our industry and its growth. There is no reason to think this will change in the future. There are many exciting innovations that, as hoteliers, we need to keep our eyes on.
TRAILBLAZERSTECH
Guests will soon be able to explore hotels in the metaverse before visiting
Digital menus are on the rise in hotels
• Cloud enables us to be more agile and flexible, for example, by speeding up our onboarding process for new hotels, taking it from weeks to a few days.
FLOOR BLEEKER, Group Chief Technology Officer, Accor With labour shortages starting to impact service levels in the hospitality industry, technological innovation is an essential component of our overall strategy at Accor. Innovation, agility, and the ability to find pioneering solutions within the evolving world of hospitality are part of our DNA and underpin our success. At Accor Tech, it’s important that we remain guest focused as our digital tools are at the heart of what makes hospitality tick. Alongside the very visible technology front of house, we also need to help hoteliers to be as efficient as possible, so they are in the best position to deliver results from the business. For instance, since COVID, we have driven the adoption of contactless tech, like the Accor Digital key, digital menus, point-of-sale (POS) in our restaurants, and hybrid meeting set-ups. All these technologies enable the hotelier to have a ‘light touch, high care’ role. By eliminating low-value tasks, the teams can focus their time on interactions that really enhance the guest experience. Today, we are an important part of Accor’s wider asset-light strategy by leading an all-in Move to Cloud strategy, progressively moving from on-premise data storage to a Cloud-based solution. The goal of the move is threefold:
Your hotel. Their Netflix. MediaSuite TV makes guests happier. Let your guests feel at home by making it easy for them to enjoy their favorite movies and shows. With MediaSuite, guests can now access their own Netflix account directly on the hotel TV, or by streaming from their phone or laptop using the Chromecast built-in feature. Ready to pick up where they left off. Now with Netflix Get them connected with Philips MediaSuite philips.com/pds/mediasuite Professional Display Solutions Contact us for more information Westan Australia 1300 963 www.westan.com.au963 Westan New Zealand +64 9972 www.westan.net.nz1840
• Elimination of queues for check-in/out
The most important thing to remember about all these technological developments is that they have to bring added value to guests and owners, and they have to enable us to respond instantly to their changing needs. We believe that hospitality is all about special moments: using technology to make it easier to create moments of connection by freeing up employees to create memories with our guests is an important part of our role.
At Aiden by Best Western hotel in Pyrmont, Sydney, guests have embraced digital kiosks with 50% usage reported.
Self-services kiosks benefits include:
The most important consideration when making these investments is the guest experience – the desired experience should drive the technology, not the other way around. It’s easy for hoteliers to want to jump straight to the idea of launching a branded app, but – while it can be a good option – if we put the guest experience at the front of our thinking, then it might be a better option to consider using mobile web technology. Not only is it lower cost and faster development for the hotel, it also means that the guest doesn’t need to download a separate app and can in fact use any web-enabled device to access the various tools on offer.
• A more personalised approach
These kiosks can reduce the workload of staff so they can focus on more important tasks such as providing tourist information and recommendations to guests, up sell opportunities, or just a friendly welcome.
• Opportunities to generate additional revenue
• Better use of hotel resources
TED ManagingHORNERDirector, E Horner and Associates While kiosks have been around for some years it is only since the arrival of COVID-19 that hotels have really embraced the advantages of check-in/out kiosks and they are now becoming quite common.
Self-service kiosks are essentially digital touch panels that work as an alternative to the conventional front desk.
Some feel that self-service kiosks are counter intuitive, that they contradict the personal face-to-face service that hotels pride themselves on. So, why should hotels install these self-service devices?
34 HM The Business of Accommodation TECHNOLOGY
SIHIL PIYASIRI Head of Hotel Solutions and Deployment – JAPAC, SEAK IHG Hotels and Resorts The pandemic dramatically elevated the importance of technology in our lives. People are now incredibly comfortable with using it to provide them with better experiences in every facet of their lives. As a very basic example, regardless of demographic, everyone is an expert on scanning QR codes and ordering meals, and drinks via mobile ordering services. While the hospitality industry may not always have been known for leading in technology, this recent period has highlighted the need for hoteliers and hotel owners to invest more in this space. We’re finally starting to make some great leaps in everything from contactless technology solutions to addressing recruitment challenges.
Robotics, IoT, NFT, crypto, blockchain, and the Metaverse could all be gamechangers for our industry. An NFT, for example, is a digital proof of ownership that is stored on a blockchain and can be bought and sold. Of course, this could be used for digital assets like a hotel in the Metaverse. We have already seen practical applications such as fractional ownership, time sharing, and selling real hotel rooms. At Accor, we have recently been using the Metaverse for virtual meetings. As yet, it is not always user friendly, but we can imagine that in 10 years’ time, it will be just like being together in the same room and it will sound, feel, and even smell like reality. The Metaverse would also be a great way for our guests to virtually experience a hotel before visiting. This is a developing trend to watch closely.
• Lower labour costs where the 11pm-7am reception shift can be eliminated Studies have shown that 60% of customers would opt for self-service rather than conventional interactions as many view this technology as a time saver.
Today’s kiosks come with flexible designs, don’t take up a lot of space, and can be positioned anywhere in the lobby area, complementing the hotel’s interior.
I believe kiosks provide a wide range of benefits to hotels and the uptake at hotels using this technology would indicate that guests like the self-service approach.
Self-service kiosks allow guests to check quicklyin/outandeasily
I am not advocating for the elimination of the reception desk – some hotels are going down this path – but rather offering choice to guests who prefer self-service and the benefits it brings. n
Contactless technologies like digital check-in/out and Digital Dining have been popular among nearly all guest demographics, and most hotels would either have these in place already or are looking to implement them. What’s critical is that they integrate seamlessly with hotel property management, point of sales, payment gateways and other key systems in order for them to actually deliver a great experience and efficiencies. A natural fit for hotels has been the implementation of casting tools, such as Chromecast, in hotel rooms, with guests now preferring to access their choice of streaming services from their own devices. Of course, we can have a vision for all of this amazing tech, but without investment in overall infrastructure then it’s like driving a Ferrari but on a road littered with potholes. In order for the above to come to life, it’s critical that hotels invest in a foundation of modern equipment that delivers great Wi-Fi, stability and scalability.
Big names like Kimpton Margot Sydney, Hotel Indigo Brisbane, and voco Melbourne have all launched with Hub OS, giving merit to its “Thename.extent of Hub's functionality made it the most attractive option for Kimpton Margot Sydney. The user-friendly interface, detailed data and property-wide integration capabilities has allowed us to optimize every aspect of our Rooms Division operations. We’re excited to partner with HUB and look forward to continued success” Mitchell Morrow, Director of Rooms, Kimpton Margot Sydney.
Hub OS is shaking up hospitality tech with its unique and innovative platform
You
Housekeeping MaintenanceGuest experience Guest in touchF&B ProjectsEnergy Corporate Find out more Contact
Hub OS not only delivers in functionality and performance, but they have boots on the ground offering training and on-site implementations to ensure a successful roll out and adoption by teams, which has been well received by managers and owners. get out what you put in, and by being able to provide hands on support during the initial stages of roll-out, we get more buy-in from the team and can really embed best practise from the start, which sets our customers up for success. - Alana Stewart, Head of Sales ANZ, Hub OS The industry has been crying out for a ‘360º view’ of hotel operations, Hub OS has provided the solution! sales@hubos.com.au information Alana S.
for more
KIMPTONMARGOT
SYDNEY Hub OS is a modular platform with a suite of tools to support front and backend operations, meaning customers can customise a package to suit their specific needs. They also have an ambitious 5-year roadmap which they build in the main, through feedback and collaboration with customers, with the goal of ensuring any developments will add value to the end user experience.
Welcome,
Hub OS has been a big player in the European market for many years and is now gaining serious momentum in the APAC region, securing the business of many of ANZ’s newest hotels.
36 HM The Business of Accommodation TECHNOLOGY HOTEL TECHNOLOGY IS ADVANCING AT PACE TO PROVIDE GUESTS WITH CONVENIENCE AND COMFORT DURING THEIR STAY. HM SPOKE TO THE EXPERTS TO UNCOVER THE LATEST TECH INNOVATIONS SHAPING THE GUEST EXPERIENCE IN 2022. supporting food service at venues in Australia TECH IN ROBOTIC FOOD DELIVERY
The AI-powered, collaborative robot (cobot) is designed to automate food service, alongside humans, at a time when hotels are struggling to recruit enough staff. Keenbot can deliver four dishes at one time, freeing up wait staff to manage other tasks.
Philips MediaSuite Hotel TV has a range of new features to meet guest demands
SoftBank Robotics recently launched a new tray delivery robot in Australia known as Keenbot, in partnership with Germii Australia.
When it comes to in-room technology, Philips MediaSuite Hotel TV has reinvented itself with all new features built in, including casting capabilities and the ability to launch steaming apps via the TV for those not familiar with casting. “In 2022, we are still the only commercial hospitality TVs that offer an Android platform that is upgradeable for free, Chromecast built-in, official Netflix embedded as part of our MediaSuite range and support Google PlayStore for app access,” said Westan Australia Head of Commercial Product, Richie Cheng. “We haven’t even talked about the Google Voice Assist that is linked to our remote control that only listens when you press the special Goggle VA button.”
Philips MediaSuite Hotel TV supports guests to watch their own content via a casting solution such as Chromecast; provides access to a variety of content that is tailored for the guests, via Google PlayStore; and gives easy access to the hotel’s facilities and services.
A pre-launch trial of Keenbot took place at the Sheraton Grand Sydney Hyde Park. “We have been using robotic technology and solutions in our business to increase our productivity, and now we have introduced Keenbot to our customer-facing food service operations,” said Sheraton Grand Sydney Hyde Park Director of Food and Beverage, Joe Poovaiya. “At first, it was quite a novelty, but staff and customers have quickly adapted and welcomed Keenbot. We do not expect these cobots to replace the total human element in our service, but rather, we hope for these cobots to further complement and enhance our service efficiency.”
HI-TECH TELEVISIONS
Hotelsareinvestingintechnologyacrossalld
SecurityHotelReimagining
Minibars At ASSA ABLOY Global Solutions, we’re dedicated to reimagining how people move through their world — and as the world leader in hotel security technology innovation for over 40 years, we secure millions of hotel rooms around the globe with our industry-leading brands, VingCard and Elsafe. With integrated software platforms, as well as advanced Mobile access and location solutions, we help our customers enhance the hotel guest experience while maximizing security and improving operational efficiency.
Elsafe Safes Energy ManagementVingCard LocksMobile Access Self-Service Kiosk
Tel.: 1300 796 au.globalsolutions@assaabloy.comassaabloyglobalsolutions.com233
“Focusing on a building’s energy efficiency is important for the hotelier because it results in economic savings, but equally important it improves guest experience, optimising in-room comfort for the duration of their stay,” said Telkonet Chief Technology Officer, Jeff Sobieski. “As hotels look to optimise their operations, smart in-room technologies are an important factor in driving cost savings, efficiencies, and meeting new guest expectations.”
ALL-IN-ONE ENTERTAINMENT
Dyson’s industry-leading hair technology is being embraced by boutique hotels that want to deliver a luxury but homely experience for guests. The Dyson Supersonic hair dryer, engineered to protect hair from extreme heat damage, and the cordless Dyson Corrale straightener have both been designed for easy at-home and in-hotel use making them a popular addition to guest bathrooms.
HAIRCARE INNOVATION
Guests can now set the room temperature using their voice
“I strongly believe that our guest rooms would not be the all-encompassing experience of comfort, convenience and indulgence without the inclusion of Foxtel Business iQ,” said Mercure Doncaster General Manager, Glen Erickson. “We don’t expect guests to bring their own linen, shower or kettle, so why would we expect them to bring their own television content.”
Foxtel’s state-of-the-art Business iQ platform, which offers an extensive range of TV and movie content, services and cloud technology, is continuing to be embraced by the accommodation industry.
“The Business iQ transforms the way hotels provide entertainment and information to guests,” said Foxtel National Manager – Accommodation, Scott Wiedemann.“Theentertainment is all housed in a customisable platform allowing hoteliers to add information about their hotel, local attractions and connect their guests with transactional assets such as in-room dining ordering, restaurant and spa booking sites, or rewards programs. The ability to add in their own custom promotional channels and send personalised messages to guests ensures that hoteliers can capitalise on promoting their products and services.”
According to Wiedemann, the technology is constantly evolving.
“I firmly believe these iconic hair dryers set us above our competitors. Gone are the days of bathroom boredom, from hair products to low voltage hair dryers that rely on excessive heat to style hair.”
Dyson’s hair technology is being well received by hotel guests Foxtel’s Business iQ provides guests with a wide variety of content
38 HM The Business of Accommodation TECHNOLOGY
“We update our Video On Demand library four times a day,” he said. “We’re bringing more and more 4K content onto the platform. And we’re constantly updating and evolving the technology, which has seen us integrate an auto QR code creator into the platform this year as well as develop wireless install capability.”
“The Dyson Supersonic hair dryer is not your ordinary bathroom accessory, they are the leaders in hair technology that’s backed by science and the best in market,” said QT Perth General Manager, Lisa Parker.
VOICE CONTROL Hotels are expected to embrace new technology that allows guests to use their voices to control devices in the room. Leading tech companies Nomadix and Telkonet have introduced a combined solution through which guests can ask in-room voice assistant ‘Angie’ to set Telkonet’s smart thermostats to their preferences.
Mercure Doncaster recently installed Foxtel’s Business iQ ahead of opening to provide guests with a variety of over 90 channels, a huge video-on-demand library, digital compendium, and concierge, as well as connection capabilities that makes guest interaction a premium and streamlined experience.
The Angie Spark 7 combined with the Telkonet Touch Combo thermostat is designed to enhance a property’s energy efficiency and features the top wireless protocols, Wi-Fi, and Bluetooth in one device.
QT Hotels and Resorts has become the first hotel group in ANZ to offer Dyson’s Supersonic hair dryers in all of its hotel rooms.
The company is currently bringing together venues, buyers, service providers and event specialists inside digital twins of some of the most famous hotels in the world, including InterContinental Paris le Grand, Atlantis Palm Dubai and Madrid Marriott Auditorium.
“RendezVerse clearly has the innovative and immersive metaverse platform and business model to unlock huge opportunities in the hotel and MICE industries,” said RendezVerse strategic advisor, Michael Cohen. RendezVerse will launch globally in the northern hemisphere Autumn 2022. By the end of 2023, RendezVerse will host over 1,000 hotels and several thousand buyers across the leisure and MICE industries. Choice Hotels supports franchisees to increase revenue with new tech
MEETINGS IN THE METAVERSE RendezVerse is building a community in the metaverse for the hotel and events industry with the aim of facilitating meetings, site visits and, eventually, events through the use of VR technology.
Apps becomingare a additionpowerful to the hotel experience, providing a wide range of services to guests both in and out of the hotel room. Quest Apartment Hotels, in collaboration with Liverton, has introduced a digital key function to its app, allowing guests to independently access their room when it is ready, bypassing the traditional check-in desk. Careful not to lose its personal touch, Quest sends every new app user a welcome email from Quest Group General Manager, Adrian Turner, when they sign up. Guests can then use this email address to provide any feedback or to ask questions. “The addition of this technology will allow a Quest guest to access the property and their room seamlessly, especially after hours,” said Turner. This digital key is now live at Quest Highbrook and will soon be introduced to newer properties that support the technology, including Quest Palmerston North, Quest Takapuna, Quest Mt Eden, and Quest Queenstown. At all other Quest properties, locking systems will be upgraded in due course to take advantage of this technology.
The ChoiceMAX Revenue Management System, developed exclusively for the group by Ideas, was awarded a Hospitality Technology Hotel Visionary Award for enterprise innovation in January 2022.
Ovolo Hotels is also using apps to improve the guest experience. Ovolo South Yarra in Melbourne and Mamaka By Ovolo in Bali both have an app that guests can use to order food, book hotels services such as massages, room cleaning and wake-up calls, and communicate directly with reception. Additionally, guests can also access maps and directions, what to see and do nearby, transportation and more. Ovolo is in the process of developing an app for each of its properties, a spokesperson told HM
The mobile-enabled system uses pricing and inventory management algorithms to help hotels optimise their pricing structure, which may ultimately increase revenues. It is currently live across more than 5,000 Choice-branded hotels globally.
TECHNOLOGY
AUTOMATED MANAGEMENTREVENUE
Choice Hotels Asia-Pacific has rolled out an automated revenue management tool to its franchisee network to help franchisees effectively manage hotel room rates, channels, and inventory.
hotelmanagement.com.au 39
metaverseDEDICATEDHOTELAPPS
“Over the past quarter, our revenue managed properties have enjoyed significant gains in RevPAR over the market competitor set,” said Choice Hotels AsiaPacific CEO, Trent Fraser.
“In Q1, our revenue-managed properties in Australia saw RevPAR up 14% on their market competitor set, which is a significant gain during a tough recovery.”
In New Zealand, these properties achieved RevPAR that was 88% higher than their market competitors in the first quarter of 2022.
Rates are updated every 30 minutes, 24 hours a day, 365 days a “Traditionalyear.revenue management systems update irregularly or during the day when the Revenue Manager is at work, hence many opportunities to increase rates are missed over weekends or during the evening,” said Levart’s Managing Director, Ian Simmonds. “They are alsoLevartexpensive.”canassist with the setup or can offer the services of an experienced Revenue Manager to advise at a fraction of the cost of having a full time Revenue Manager.
Meetings, hotel tours, and events will soon be possible in the
Australia’s leading website, booking engine, and channel management provider, Levart, has also released a new Auto Rate Management (ARM) feature that automatically adjusts rates based on occupancy and lead Occupancytime.levels are determined by the property and can be based on property level occupancy, room type occupancy, or a combination of both.
Questhasintroduced a digital key functiontoitsapp
PROCURE-TO-PAY INNOVATION
“Because all our solutions have been designed with hotels, restaurants, clubs and venues in mind, there is also a strong F&B focus within the FutureLog platform,” said FutureLog Oceania Vice President Operations, Benjamin“AmongKrieg.thenew technology we’ve developed recently is an automated feature to connect with thermometers and weight scales to record the weight and temperature of goods at receiving in our mobile application, and since its release earlier this year, it has already proved an invaluable asset in the e-procurement user journey.”
Automated hotel operating system Hub OS is designed to offer a 360° view of hotel operations, and the platform is gaining momentum in the APAC region with Kimpton Margot Sydney, Hotel Indigo Brisbane, and voco Melbourne all using the technology. Hub OS is a modular platform that can support front and backend operations, allowing customers to customise a package to their specific needs.
Hoteliers can create customisable reports and robust analytics for all data across FutureLog’s suite of solutions. Dynamic graphs will allow them to gather insights quickly while the visualisations will help support their decision-making processes.
FutureLog’splatformhasastrongF&Bfocus
Digital door lock technology is constantly developing and a leader in this space is Assa Abloy.
“With hotel technology needs evolving at an ever faster pace, VingCard Novel is designed to serve as an adaptive and long-term door lock solution that can keep pace with new industry trends and expectations, while streamlining operations and presenting guests with a secure, yet convenient hotel stay experience,” said Assa Abloy Global Solutions Senior Vice President and Head of Hospitality, Li Wang.
DIGITAL DOOR LOCKS
The company’s VingCard Essence door locks were introduced at the recently opened Aiden by Best Western Darling Harbour. The security system is integrated with Telkonet’s energy management system as well as Liverton’s mobile app and self-check-in kiosks to offer operational efficiency and energy savings.
Kimpton Margot Sydney Director of Rooms, Mitchell Morrow, says the extent of Hub OS’ functionality made it the most attractive option.
Hub OS is designed to offer a complete view of hotel operations
The tech company has also just released its latest innovation, VingCard Novel. Manufactured using sustainable practices, VingCard Novel includes scalable hardware components in the door handle that will support seamless integration with third-party platforms as well as include full mobile access compatibility.
“The user-friendly interface, detailed data and property-wide integration capabilities has allowed us to optimise every aspect of our Rooms Division operations,” Morrow said.
Procure-to-pay platform FutureLog is soon to release its anticipated Business Intelligence (BI) tool, offering real-time, customisable reporting across all FutureLog modules on both desktop and mobile applications.
40 HM The Business of Accommodation TECHNOLOGY
AUTOMATED OPERATIONS
VingCard Novel is manufactured using sustainable practices
For
With over 375,000 installed rooms, we deliver access to 2000+ apps, touchless integrations, personal support and provide a high ROI on your investment. Your guests can choose what they want to watch, when they want to watch it!
With HoneyBadger Technologies they’ll feel right at home. more information contact us www.honeybadger.tech CONTENT ON THE RISE
“If you look at the younger generation, it’s all about Netflix, YouTube and more.”
hotelmanagement.com.au 41 TECHNOLOGY * Some features described may require additional software, hardware, licensing and costs. HoneyBadger Technologies is an authorised reseller of SONIFI. SONIFI® & STAYCAST® are registered trademarks of SONIFI Solutions, Inc. Google Chromecast is a trademark of Google LLC. All other trademarks used are the property of their respective owner. Distributed by HoneyBadger Technologies
Chromecast continues to be a leading trend in consumer viewing patterns and something that hotels are increasingly adopting in theirGuestsproperties.cancast content, via their own devices and subscriptions, to the hotel TV allowing them to continue watching the shows and movies that they“Guestswant. are travelling with their own content,” said HoneyBadger Technologies Director, Heinrich Saayman.
HoneyBadger Technologies was the first company to deploy casting in Australia, according to Saayman, and it has witnessed the rise in demand for the service.
“When we came to Australia with Chromecast over five years ago, some of the leading hotels started using it, and the uptake has slowly increased,” said Saayman. “Now, post COVID, we’ve seen quite a big explosion in companies and hotels requesting casting services because it's now a proven model in the market.”
“The hotel does not have to buy any subscription services [like Netflix and more] per TV or per room to provide content because the guest already has that subscription,” he said. n Many guests opt to watch content via their own streaming subscriptions in hotels
CASTING
Casting offers a fantastic return on investment, according to Saayman, with a significant cost saving to be made over the life of the product.
GOVERNMENT INCENTIVES COULD SPARK AUSTRALIA’S LONG-AWAITED ELECTRIC VEHICLE REVOLUTION. BUT ARE HOTELS READY TO MEET THE NEEDS OF THIS GROWING CUSTOMER BASE? RUTH HOGAN REPORTS.
The Hotel Britomart, New Zealand’s first 5-Green Star Hotel, is located 238 metres from a public charging station for electric vehicles, and The Calile in Brisbane is in the process of installing its own chargers onsite. “Right now, customers can plug in and do a slower charge at The Calile, and we’re pleased to announce that dedicated spots – fast speed and universal points – are in the pipeline for this hotel,” Nyar said.
Following the recent introduction of electric car Electric vehicles are gaining momentum in Australia
W
42 HM The Business of Accommodation TECHNOLOGY
TFE Hotels, which has a number of properties offering electric car chargers onsite, has noticed that demand for this technology is on the rise.
FOR GROWTH
The launch of a AU$5.1 million ACT government scheme in May 2021 offering two years free registration to those that purchase new zero-emissions vehicles has resulted in increased use of this technology at Hotel Kurrajong, according to Nyar. “The stations are popular, and more so in the last few years given the concessions the ACT Government has in place to encourage the switch to cleaner vehicle technology,” he said. “As electric car usage becomes more prevalent, we will start to see the stations become more common in hotel car parks.”
hile Australia has been slow to embrace electric cars to date, new government incentives could be the catalyst that sparks our long-awaited electric vehicle (EV) revolution. While it won’t happen overnight, hotels should be prepared to meet the needs of this growing customer base, now and into the future, by providing an adequate number of charging stations for guests.
Hotel Kurrajong, a Collection by TFE Hotels property in the ACT that is part-owned by the NRMA, was an early adopter of EV technology, becoming one of the first hotels in Canberra to introduce Tesla-branded electric vehicle chargers (EVCs).
Hotels are investing in charging stations for electric vehicles
“There are two EVCs at the front of the hotel, with plans to upgrade them in the not-too-distant future,” TFE Hotels Director of Operations, Tish Nyar, told HM.
number of
Over a three-year period, MG Motors is offering 3000 chargers to accommodation providers across Australia and New Zealand for a one-off administration fee of AU$330 in a bid to boost local tourism and EV uptake.
Amid this green revolution, a multi-million-dollar car charger subsidy programme could pave the way for more hotel and accommodation businesses to cater to electric vehicle drivers.
are
Terms & Conditions: Eligibility criteria is based on a combination of size accommodation, hotel star rating, rooms, size carpark, venue location. MG reserves the right to select venues that only meet their criteria, which is subject to change without notice. ChargeHubs to installed within two months A maximum of 3 ChargeHubs will be obtainable to any one venue. Price 11KW ChargeHUb ad.indd 1 26/7/22 3:43 pm subsidies in Queensland, TFE Hotels’ Vibe Hotel Gold Coast has also recently installed three Tesla universal stations in partnership with car parking company, Drivo. “With more electric cars on the road in Queensland we were seeing an increased number of them parking in our hotel car park, so we decided to offer this service to guests,” Nyar said. “It’s early days yet, but we have already seen good take up in the last two weeks and expect this to increase when we go live on the Tesla destination charger website.”
of being received.
MG’s ChargeHub is compatible with all Type-2 port-equipped EVs, and the company says its 7kW ChargeHub can recharge a typical EV battery in a quarter of the time it takes with the standard emergency cable supplied with a car.
of
be
SUBSIDIES FOR REGIONAL HOTELS
Join the many hotels already enjoying the benefits of offering Electric Vehicle owners access to easy charging. Apply now at mgelectric.com.au to see if you are eligible to receive a heavily discounted price on a suite of EV chargers, suitable for charging all modern Electric Vehicles.
excludes installation. AURORA
Since the initiative debuted in Australia in late November, MG has received almost 100 applications from hotels, with the uptake expected to reach at least 300 by the end of this year. n MG Motors is driving EV uptake through a charger subsidy initiative
hotelmanagement.com.au 43 TECHNOLOGY MG HOTELCHARGEHUBPARTNERPROGRAM
Retail Price Program$2,090Price$330 AURORA+installation7KW Retail Price Program$1,990Price$330 +installation
Whilst TFE doesn’t operate a lot of the car parks for its hotels, Nyar said charging stations will be considered where they do. “With more people thinking green and the increase of fuel prices, electric vehicles really are the way of the future,” he said.
“MG firmly believes a customer should be able to travel to the same location in an electric vehicle as they can in a petrol-powered car,” said MG Motor Australia and New Zealand CEO, Peter Ciao. “Our goal is to reduce an EV owner’s range anxiety on long trips, lower vehicle emissions and increase greener ways to travel.”
of
CHOICE HOTELS ASIA-PAC Scott Armstrong, Director of Development A slow couple of years in the accommodation industry has opened opportunities for investors eager to build property portfolios, but not actively engage in the day-to-day hotel operation. This creates the perfect storm for a pure-play franchise group like Choice Hotels and our tried and tested >>
Now, with these new additions, Novotel is the Pacific region’s largest upscale hotel brand.
Novotel recently celebrated its 30th anniversary in Australia and it continues to grow with an array of key new openings and signings, including Novotel Christchurch Airport, Novotel Melbourne Preston, Novotel Devonport, and Novotel Hawthorn Melbourne.
44 HM The Business of Accommodation DEVELOPMENT
AMID CHANGING GUEST DEMANDS, SEVEN MAJOR HOTEL GROUPS SHARE AN INSIGHT INTO ACTIVITY ACROSS THEIR MIDSCALE, UPSCALE, AND SELECTSERVICE BRANDS.
SCALING Accor's next-generation Mercure hotel in Melbourne's Doncaster
ACCOR PACIFIC Lindsay Leeser, Senior Vice President Development and Franchise As midscale and upscale brands continue to prove a popular choice for travellers to city and regional destinations, interest from owners in our signature Novotel, Mantra and Mercure brands has never been stronger. From all around the world, travellers are telling us there is a desire for international branded properties that offer product quality and affordability, with choice, consistency, lifestyle experiences and amenities key. Pleasingly, our midscale brands deliver on these touchpoints in spades. As Australia’s largest hotel brand with 75 properties across the country, Mantra has experienced a great journey of strategic pipeline growth over the years. Since acquiring Mantra in 2018, Accor has continued to grow the brand adding five new Australian hotels, including Mantra Albury Hotel, Mantra Epping Melbourne, Mantra Mackay, Mantra Melbourne Melton, and Mantra Traralgon.
We were thrilled to recently announce the finalisation of our landmark hotel management portfolio agreement with Salter Brothers, which sees the rebranding of 10 Travelodge hotels – nine to Mercure and one to ibis Styles. The addition of these nine Mercure hotels grows the Mercure brand to 53 properties in Australia, making Mercure the largest and fastest growing global midscale brand in the country. Last year, we unveiled our next generation of Mercure hotels with the launch of Mercure Melbourne Doncaster and Mercure Auckland Queen Street. These new-look properties have introduced a benchmark for midscale hotels in the region with market leading innovation, indulgent design, and authentic engagement. We have also recently announced a stunning new Mercure hotel in Pakenham, Victoria which will open in September.
2022 is proving to be a pivotal year of growth for Accor, particularly across our midscale and upscale portfolio.
Levart, Australia’s leading boutique website, booking engine and channel management provider, has released a new Automatic Rate Management feature.
“Rate management is a 24 hours-a-day, 7 days a week, 365 days of the year task, if revenue is to be maximised. The Levart ARM does this for the property. This frees up the General Manager to get on with other important tasks.”
ARM updates rates based on the occupancy levels and lead time every 30 minutes – 24 hours a day 365 days a year – for as far as occupancy levels have been loaded from the Property Management System (PMS) or Amanually.uniquefeature allows the Property Manager to set a Control Rate to consider seasonality factors such as long weekends, school holidays and weekend business etc. The system is ideal for both leisure and corporate properties.
hotelmanagement.com.au 45 LEVART NEWSPROMOTION
LEVART MANAGEMENTAUTOMATICLAUNCHESRATE
Global:NZ:Aus:sales@levart.com.auwww.levart.com.au1300538278099742635+61893828001
L evart’s Auto Rate Management (ARM) feature – suitable for any size of accommodation – works by automatically adjusting the property’s daily rates based on future occupancy of the property or the room type and lead time. The ARM feature is completely customisable by every property who uses it. Occupancy levels are determined by the property and can be based on property level occupancy or room type occupancy. Or a combination of both. Lead times are set by the property, tailored to their market conditions.
“Traditional revenue management systems update irregularly or during the day when the Revenue Manager is at work. Hence many opportunities to increase rates are missed over weekends or during the evening. They are also expensive.
ARM has been reviewed by experienced Revenue Managers from large chains and their response is, “It is a no brainer. All properties can and should be using it”. Linked to Levart’s booking engine and channel manager, rates are updated for direct website bookings as well as Online Travel Agents. Levart is consulting with PMS to arrange for an API update of rates to their system ensuring rates are maximised for all business sources. “Since the module’s release, there has been an overwhelming positive response,” advised Levart’s Managing Director, Ian Simmonds. “The cost of the system will well and truly be covered by the additional revenue generated by the system.
Levart’s Auto Rate Management is available now. More information is available on Levart’s website where you can also register for an obligation free demonstration of the feature. n
Levart can assist with the setup or can offer the services of an experienced Revenue Manager to advise on the appropriate setup for the property at a fraction of the cost of having a full time Revenue Manager.
Levart’s ARM feature is completely
“The cost of the system will well and truly be covered by the additional revenue generated by the system,” added Simmonds.
Levart'scustomisableARMfeature is completely customisable to each property
Currently we’re seeing the refreshed Holiday Inn brand identity rolled out in hotels across our region including Holiday Inn Werribee and Holiday Inn Queenstown Remarkables Park, which both feature our signature Holiday Inn open lobby concept which seamlessly blends the front desk, restaurant, bar, lounge area and business centre into one highly-flexible space.
partnerships with hotel management groups. We are expanding our development team in Australia to capture more of these emerging opportunities. There are a number of these opportunities in the pipeline this year. Property owners favour a franchise and hotel management agreement model where they have access to brand recognition, and regional and global marketing initiatives, alongside professional management of day-to-day operations. We currently have a new property in development under this model, and in partnership with 1834 Hotels, to announce in the coming months for the Melbourne CBDChoicemarket.Hotels has also seen strong interest in our upper midscale segments around the Ascend Hotel Collection, which offers a soft brand option for owners and developers. This brand empowers owners and developers to create or retain a unique hotel identity reflective of the nature of the asset or the local community while benefiting from the power of a global hotel group with a collection identified with stylish hotels and resorts around the world.
Matt Tripolone, Managing Director - Australasia and Pacific This year, our Holiday Inn brand celebrates its 70th anniversary. Today, it is the world’s largest hotel brand family with over 4,200 hotels and more than half a million keys globally. Owners have really embraced the Holiday Inn brand and we currently have 31 open or pipeline Holiday Inn hotels across Australasia – this number will only continue to rise. The great thing about this brand is that it continues to innovate, evolve, and push the boundaries in order to keep up with the changing needs of travellers.
Inflationary pressures are impacting independent hotel owners, who have struggled through the COVID recovery and are often working in the business. As the dust settles, we see an opening of opportunities for engagement with us, with particular interest in revenue distribution and procurement savings. Driving bookings is a key priority right now, and we are proud to see payoff through the ChoiceHotels.com website and our Choice Privilege App. Direct online booking for the Asia-Pac group has climbed steadily through the first half of 2022, with year-to-date online bookings already exceeding the full year for 2019. As we settle into winter months, we continue to focus on our five core brands – Ascend, Clarion, Quality, Comfort and Econo Lodge – which accommodate all market segments from Economy to Upscale. Strong brand awareness and the increasing importance of brand stability, trust, and transparency among travellers, particularly in the midscale segment, drives interest and newTheopportunities.midscaleand upper midscale segments account for over 50% of hotel supply in Australia and there is strong demand as Australians continue to holiday here. They are looking for the best value for money and want superior service and facilities. Loyalty plays a growing role, with our Choice Privileges program growing rapidly month on month to now over 500,000 members across Australia and New Zealand. These segments are vital for both corporate and leisure guests, particularly during economic headwinds and with much uncertainty still ahead. Where guests will have a reduced spending capacity, they become a more rate conscious traveller. As owners emerge from recovery mode, optimising their business models and finding the best opportunities on costs becomes front of mind in what will continue to be a tight segment for some time.
46 HM The Business of Accommodation DEVELOPMENT
IHG HOTELS AND RESORTS
Choice opened The Benson Hotel in Cairns last year IHG and Pro-invest recently opened the first Holiday Inn Express and Suites hotel in the Sunshine Coast
>>
Bring specialyourspark.
QUESTFRANCHISE.COM.AU
Meet Amy, proud local business owner of Quest Orange.
Now as the business owner of Quest Orange, Amy brings her special spark to develop the capabilities of her Quest team members and play an important role in the local Orange community.
Having started her hospitality career as a Guest Service Agent, and then progressing to a Business Development role, Amy found an affinity for providing exceptional guest service and fostering win-win relationships.
Read more about Amy’s story at questapartments.com.au/Amy
48 HM The Business of Accommodation DEVELOPMENT
The other great feature for our Holiday Inn brand is that it easily takes its rightful place in both CBD and regional locations. We are seeing strong interest from owners in bringing the Holiday Inn and Holiday Inn Express brands to regional locations, and a particular appetite for owners wanting to incorporate the ‘Suites’ product into their offering. We recently opened the first Holiday Inn Express and Suites hotel in the Sunshine Coast with partners Pro-invest Hotels, and feedback from guests on the space and functionality of the suite product has been fantastic. As part of the suite offering, the rooms are fitted with kitchenettes to cater to extended stay guests and those wanting to be more self-sufficient, and, in Holiday Inn Sunshine Coast’s case, some come with open air terraces. Other Holiday Inn Suite hotels we have in the pipeline are a state-ofthe-art Holiday Inn and Suites Ballarat Goldfields and Holiday Inn Express and Suites Parramatta, with plenty more to come.
Pacific-PresidentRichardINTERNATIONALMARRIOTTCrawford,ViceHotelDevelopmentAustralia,NewZealand,and
The recent signing of the 200-room Courtyard by Marriott Western Sydney Airport – the first hotel to be announced for Sydney’s second airport – is the latest example of our assertive expansion plans for Marriott’s largest global brand. Courtyard’s credentials as the world-leader in the select-service upscale category position the brand exceptionally well as an airport hotel offering. The undeniable trend towards select-service hotels speaks to the “less is more” appetite of travellers and hotel owners alike, whose respective needs are changing the face of hotel development, at a time when more than ever, ingenuity and adaptability will be the keys to hotel investment success.
AC Hotels by Marriott made its Australian debut in
As the world’s largest hotel company, Marriott International manages and franchises hotels across all tiers of accommodation. In recent times, however, we have experienced a surge in the expansion of our select service brands, including Courtyard by Marriott, Four Points by Sheraton, AC Hotels by Marriott, and Moxy. Numerous factors are driving this change, although our industry correctly points to the evolving needs of today’s travellers, plus escalating construction costs, as the dominant reasons for the proliferation of developer interest in hotels with smaller rooms and fewer facilities, often in non-CBD locations. Marriott International’s current period of expansion will be remembered as a transformative time for our business, not only in terms of rooms growth, but also for the way our hotels have changed – because more than half of our pipeline projects are select-service hotels. Our distinctive select-service brand, AC Hotels by Marriott made its stunning Australian debut in Melbourne’s Southbank in May, while five Moxy hotels are slated to open in the next three years across Australia and New Zealand. First, will be the 301-room Moxy Sydney Airport (in Q2 2023), which will join a global portfolio that has surged beyond 100 hotels, from just 12 hotels five years ago. Together with our flagship upscale brands (Four Points by Sheraton and Courtyard by Marriott), Marriott has 12 select-service projects under planning or construction in the Australia Pacific region.
>>
openSydneyTheSouthbankMelbourne’sinMay301-roomMoxyAirportwillinQ22023
Although the hospitality industry was hit very hard, there are lots of opportunities to create and craft special boutique hotel properties that are timeless, fun, engaging and have personality, offering guests a unique and ‘Instagram-able’ experience.Thisdifferentiation is combined with our special culinary and bar offerings in collaboration with renowned chefs and our Creative Director of Beverage, Andrea Gualdi, to give guests a holistically rich stay at our hotels. Furthermore, as a predominantly vegetarian group of hotels for the last two years running
OVOLO HOTELS Marc Hediger, Group Director of Acquisition and Development With seven properties in Australia, at Ovolo Hotels we’ve worked hard to weather the storm of the pandemic locally and we’re now successfully back on track welcoming guests to our hotels and continuing to focus on offering them an effortless experience that we’re renowned for.
Having firmly set up successful hotels in key markets across the big cities in Australia, we’re now setting our sights on secondary locations, new developments, management agreements and resort properties across the country, which is a wider approach for Ovolo compared to our previous direction of pure expansion.
ChoiceMAX offers franchisees access to: 365-day optimization window, including intra-day optimization with rates updated multiple times per day. Real-time alerts that can be customized to stay up to date on price changes or when competitors adjust. Automated delivery and implementation of pricing decisions. New tools which bring automation to Forecasting. Setting price floors and ceilings and use of continuous pricing to gain additional revenue from each room night. RevenueDedicatedManagers Delivering an average 5-to-1 ROI, our Revenue Management program increases revenue through forecasting recommendations from experienced revenue managers. Trained & qualified Revenue Managers to help optimise your profits 14% better RevPAR than market (2021) Higher ADR (avg $10/room/night) ChoiceMAX built in The ChoiceMAX Revenue Management System has been developed exclusively for Choice Hotels franchisees by IDeaS, the world’s leading provider of revenue management software and services, and was awarded a Hospitality Technology Hotel Visionary Award for enterprise innovation in January 2022. To learn more about ChoiceMAX and becoming a Choice Hotels franchisee call 03 9243 2500 or visit JoinChoiceHotels.com.au
50 HM The Business of Accommodation DEVELOPMENT through our Plant’d initiative, we’re continuing to innovate in market. Ovolo has developed the magic of building the character, lifestyle, and soul of a hotel which guests today really want. Our ethos of differentiation and creating effortless experiences for guests goes into every hotel project, concept, and talent that we attract, and reflects on our customer of the future as we listen to them.
The Vibe brand is enjoying a lot of interest from developers who are looking for an authentic Australian brand and operator to partner with to deliver genuinely local experiences for guests, and we look forward to bringing this brand to a number of new locations in the near future, including South-East Asia where Vibe Hotel Singapore Orchard makes its debut in November.
Two new properties under the new group have just opened in Brisbane under the voco and Hotel Indigo brands; and we’re confident in targets to double our keys in the coming five years across Australia and New Zealand thanks to our versality to operate under our own brands, have management contracts or work with international brands.
TFE JohnHOTELSSutcliffe, Director of Development In July, TFE Hotels celebrated the topping out of Vibe Hotels Adelaide which, when open in Q1 of 2023, will give us a Vibe hotel in every state and territory in Australia. Vibe Adelaide sits minutes away from the city’s iconic Rundle Mall and will be the first in Australia with a suspended bridge pool that allows guests to swim between the hotel and the neighbouring OneWeApartments.havenodoubt that this hotel will be a great support as Adelaide continues to grow its space, health, government, and defence business in the coming years. It will also support the local sports and arts scene with the Adelaide Festival, WOMAD, and of course the Super Cars on the eastern side of the city. Each Vibe hotel has the same intuitive, yet subtle, style of Australian hospitality and is designed to connect guests with their fellow travellers, other guests, that inner health nut or their own creativity. In addition, each hotel nods to its location, for example, the inspiration for the contemporary-style hotel rooms at Vibe Hobart was taken from the sea and sandstone cliffs on nearby Bruny Island; whilst the architecture in Vibe Darling Harbour, Sydney, reflects its surrounding environment, referencing the shapes and materials of a heritage school and Gothic church opposite while activating the Sussex Street and James Lane streetscapes.
The recently-launched Vista Hospitality Group – a joint venture between Pro-invest Group and Next Story Group – has created a new management company that provides owners, investors and partners an industry first, one-stop-shop suite of resources. For the first time in this region, development planning and asset management, franchising, and revenue generation modelling, right through to day-to-day hotel operations, can be managed by the one group. Also, we’re offering owners the versatility to provide access to the right fit global brands for future opportunities. This flexibility and adaptability is at the heart of this joint venture, which we believe provides a strong foundation for growth and development – particularly at a critical time for encouraging investment in the sector. We launched Vista Hospitality Group in March 2022 with a foundation portfolio of seven brands from upscale through to mid-market, combining Next Story Group’s own brands (Next, Ink, Sage, and Country Comfort) and existing international brands under operation and development from Pro-invest Hotels (voco, Hotel Indigo and Sebel).
VISTA A.GROUPHOSPITALITYPatrickImbardelli,Director
Over the past two years, our industry has needed to be resilient in ways we never imagined, but to ensure we’re well placed to continue growing and developing as a sector means remaining agile and proactive. To this end, we believed the time was right to launch a new style of hospitality group to provide owners and partners with a different approach.
Signings for new builds are poised to be announced later this year, and there’s particular confidence in growing the footprint of mid-market Ink and Country Comfort brands in Vista Hospitality Group’s outlook as well as exploring partnerships with other global brands.
Key to future developments is leveraging Pro-invest Hotel’s industry leading ESG capabilities to underpin investment opportunities. n Mamaka, Ovolo’s beach-front resort in Bali, caters to modern travellers, foodies and surfers Adelaide is set to welcome its first Vibe hotel early next year
“The interestenjoyingbrandVibeisalotoffromdevelopers.”
John Sutcliffe, TFE Hotels
Scan here DIGITAL PROCURE-TO-PAY SOLUTIONS FOR THE HOSPITALITY & INDUSTRIESGASTRONOMY Contact Benjamin Krieg, Vice President Operations at FutureLog Oceania, to discuss how we can help digitise your procure-to-pay processes. +61 424 954 881 | Benjamin.Krieg@futurelog.com www.futurelog.com ORDERING MANAGEMENTINVENTORY INVOICING INTELLIGENCEBUSINESS
52 HM The Business of Accommodation SUPPLIER PROFILE
What are some of Foxtel’s most exciting innovation for 2022? We’re about to launch our fifth major update to the Business iQ platform which our customers will see in August. Each update contains a range of new features and improvements. Exciting advancements include wireless install capability, new companion products and advanced custom configuration. We have also increased our premium 4K content. Work is already underway on our Phase 6 upgrade which will be an absolute gamechanger – stay tuned. n
What are the most important elements of the television/ technology experience across all types of accommodation, in your opinion? Content is still key, and in addition, our customers tell us that in-room technology must be simple, reliable and deliver the same high standard of entertainment that guests can get at home. The Business iQ is a userfriendly system that is tried and tested in thousands of rooms across Australia and provides guests with a better-than-home experience. These advantages have helped us secure 75 new Business iQ properties in the month of June alone. Can you explain a bit about Foxtel’s integrated local channel streamer and what this will mean for the guest experience? It’s a super smart addition to Business iQ, enabling properties to create and manage their own custom promotional video channels. Incorporating a locally hosted video asset library with easy-to-use scheduling and playout tools, these channels are seamlessly integrated into the platform.
W hat trends are you seeing in hotel guests’ viewing patterns? Our Business iQ platform data and analytics provide advanced insights into the outstanding guest engagement results the product delivers for properties. What is clear is that with 90+ premium live channels, over 20,000 hours of On Demand content and integrated Chromecast, guests are loving that they have the choice of what and how to watch. Viewership of live channels is dominated by sports and movies, with news channels spiking following the Ukraine invasion and Australian elections. On Demand viewing is across all genres, but most popular are our movies and premium drama series. With the greatest range of content choice ever seen in a hotel room, guest consumption of premium live TV is 20 times larger than usage of casting. What interesting ways are hotels using televisions to serve as interactive information hubs? The television has become the focal point for hoteliers to engage guests with their products, services, and brand. The Business iQ is a cloud solution with lifetime updates and upgrades included, and as such we continue to innovate with new features to grow this capability. We go far beyond digital compendium and PMS integration, with the system built to enable multiple custom hosted promotional channels, embedded advertising, and an auto QR code creator to directly connect guests to property transactional URLs. Our scheduled messaging is designed to connect with guests over the top of their sport, movie or Netflix.
ScottWiedemann,Foxtel
IN-ROOM TECHNOLOGY IS EVOLVING QUICKLY TO BOTH ENTERTAIN AND INFORM HOTEL GUESTS. FOXTEL’S NATIONAL MANAGER – ACCOMMODATION, SCOTT WIEDEMANN, SPOKE TO RUTH HOGAN ABOUT KEY VIEWING TRENDS, TVS AS INFORMATION HUBS, AND THE COMPANY’S LATEST INNOVATIONS.
POWER OF CHOICE Viewership of live channels is dominated by sports and movies
Can you describe the career path you have travelled to your current position as Concierge at The Langham Melbourne?
By Peter McBrearty, Les Clefs d’Or
The concierge community is very tight knit, everybody knows each other, and everybody is always happy to extend a helping hand. You never know what guests are going to ask you and its reassuring that you have an abundance of people with knowledge who are always there to help. Rumour has it that you and another female Concierge colleague may soon be working together toward your membership applications for Les Clefs d’Or. Yes, we are both very excited. The application process seems very daunting to me, as it is quite a male-dominated world, but in recent times we have had many female concierges joining the Les Clefs d’Or family and it will be an amazing experience to apply and work together with my colleague in pursuit of our Golden Keys and to encourage a larger female presence. n
WITHIN ANY ORGANISATION there are often a number of highly capable, but largely unsung heroes. Within Les Clefs d’Or Australia, those heroes are without doubt our State Directors. Their role is a vital one and, without exception, they’re committed people who genuinely care about their members and their industry. Over in Western Australia, Stuart Spicer of the Pan Pacific Perth oversaw the second Les Clefs d’Or WA Tourism Expo in November 2021, which was warmly embraced by local tourism operators. In South Australia, Siddhartha Kaul at the Eos by SkyCity is regularly in touch with hotel industry and tourism stakeholders throughout the year to look at opportunities to work collaboratively with them. In Melbourne, Matthew Du of Crown Towers (also our National Webmaster) has overseen a successful Tourism Expo, a hotel school presentation, and three membership workshops, and simultaneously continues to liaise with our valued industry contacts. Meanwhile in NSW, Catherine de la Rocha of The Langham Sydney has been tasked with steering our largest membership section through the difficult COVID period, and also managed to find time to work on developing relations with hotel properties in the ACT. Finally, in Queensland Christian Espino of The Langham Gold Coast has similarly overseen a challenging period for members, while also co-ordinating regular industry famils, encouraging potential new members, attending hotel school presentations and liaising with members and industry contacts in Brisbane and The Gold Coast. After rising to the occasion over a particularly demanding two-year mandate, a number of our State Directors will be stepping down at our national AGM in Sydney in August, while new candidates begin to prepare to face the ongoing challenges of the role in their respective states. One thing that won’t be changing though, will be the ongoing focus of our State Directors on increasing our membership and supporting both our own properties and our valued industry associates.
The Langham Melbourne Concierge, SOUDIE PHABMIXAI, shares an insight into her career journey and why she is eager to grow female representation in the concierge community. Soudie Phabmixai
I love knowing that my recommendations and planning has helped our guests have a great time whilst staying in Melbourne. Whether it be assisting guests with arranging an elaborate proposal in the hotel or planning a great day trip, I enjoy helping them build great memories of our beautiful city. Have you noticed a rise in requests for assistance with suggested itineraries, transfers, and bookings for restaurants and theatre productions?
Have you found it helpful being able to reach out to your colleagues within Melbourne’s concierge community when handling guest requests?
Making memories
My journey started out in the food and beverage department, working in The Langham Club Lounge. During my time there, I also assisted guests with any queries regarding what to see and do in Melbourne. This gave me the chance to learn more about the concierge world and, luckily, I was accepted into multi skilling with The Langham’s Concierge department. From there, I was offered a permanent role where I have been since.
hotelmanagement.com.au 53 CONCIERGE CORNER
What aspect of your role as a concierge do you most enjoy?
It definitely has increased in the past few months since the borders officially reopened. We are still seeing many local travellers but there has been a steady growth in interstate and international travellers as well. There has been more enquiries about tours and assistance with booking in transfers and restaurants.
In honour of the unsung heroes
54 HM The Business of Accommodation ROOMS DIVISION
“Consumer insights tell us that people are putting more importance on their sleep and spending more money on the bed they have at home. This has a direct impact on their stay at a hotel as they seek that real luxury; guests expect to sleep on a bed that is at least equally as good as the one they have at home.”
“The bed is one of the few things in the room that you can absolutely guarantee the guest is going to touch, so it’s critical that your beds deliver the guest a great night’s rest that is comfortable, supportive and healthy.”
Antony Raiteri, Sealy Australia Sealy partnered with The Langham, Gold Coast to deliver a luxurious sleeping experience for guests
A SUPERIOR “Guests will spend over a third of their timeduringsleepingtheirstay.”
THE SCIENCE OF A GOOD SLEEP For several years, Sealy has been working with world leading experts, the Orthopaedic Advisory Board (OAB), to learn all about sleep biomechanics, and it’s this research that informs product innovation.
There are few things that make a guest stay more memorable than an incredible night’s sleep. A quality bed and bedding are what sets hotels apart from other accommodation providers and can have a lasting impression on guests. “Guests will spend over a third of their time sleeping during their stay at a hotel,” Sealy Australia National Commercial Account Manager, Antony Raiteri, told HM
The quality of bedding used across the industry has improved significantly over the past 10 years, according to AH Beard Group Commercial Manager, Peter Deveny,
WITH CONSUMERS NOW HANDING OVER MORE MONEY FOR BEDS AND MATTRESSES, THE PRESSURE IS ON HOTELS TO GO THE EXTRA MILE TO DELIVER A PREMIUM SLEEP EXPERIENCE – SUSTAINABLY, OF COURSE. RUTH HOGAN REPORTS. so the bar continues to be raised. “Guests now have a wide range of options to choose from in terms of hotel brands and other accommodation options and they are quick to exercise their option to stay somewhere different and to voice their opinion when they have an experience that isn’t up to their expectations,” Deveny told HM.
Hotels are also exploring sustainable bedding options that don’t compromise on comfort. IHG’s fastestgrowing brand, voco, is a leader in this space, working with suppliers all around the world to bring sustainable bedding packages to its rooms.
With hotels now seeking more sustainable options to satisfy guest demand for greener stays, bed and bedding companies are introducing products with a lower environmental footprint than previous ranges.
Comfort Sleep Commercial Sales Manager, Tanel Paabo, told HM “We currently have processes that enable us to recycle foam and material off-cuts, scrap metal, and timber.”
AH Beard’s new Origins range is made from locally-sourced, sustainable materials
Comfort Sleep creates bespoke solutions for hotels
“We manufacture locally, we engage with customers locally, we work with local suppliers, and we support local communities.”
“Our signature bedding is designed to drive our sustainability agenda without compromising on a luxurious sleep experience,” Jones said.
GREEN SHEETS
AH Beard’s new Origins range, for example, is the world’s first fully-recyclable bed. The comfort fills used in the Origins models include locally produced fibres like wool, alpaca and cotton, from local producers and“Wemanufacturers.areconstantly evaluating the way we build beds, the materials we use and the ways that they impact things like durability and comfort, making changes like minimising or eliminating the use of glue, exploring different packaging options to use materials that are recyclable or more sustainable,” Deveny said.
IHG Hotels and Resorts Vice President Commercial –Japan, Australasia and Pacific, Dean Jones, said it’s about delivering the brand’s hallmarks sustainably, at the right cost for owners, while also ensuring guests get the quality they expect from a premium brand.
“We are proud to say that all Sealy products are built on a new and ever-evolving knowledge of sleep biomechanics,” Raiteri said. “This provides us with a foundation of intellectually respectable technical knowledge and ensures that we continue to be global leaders in this field.”
All products undergo extensive testing and evaluation in Sealy’s new leading R&D centre in Wacol.
At Sealy, demand for sustainably sourced and locally produced products has been one of the drivers of record sales over the last few years. “Over 90% of materials in a Sealy mattress are recyclable,” Raiteri said. “We use plantation timber for all our foundations and local manufacturing ensures the carbon footprint of each mattress is minimised through fewer transport miles.” Being an Australian family-owned and operated business, with a factory in each state to meet local demand, has worked in its favour. “Locally produced, quality products are highly sought after, especially now in a post-COVID world. This has been a significant contributor to industry growth in the category,” Raiteri said.
SUSTAINABLE SLEEPS
hotelmanagement.com.au 55 ROOMS DIVISION
Comfort Sleep is also working to source responsible componentry, such as recycled fabrics and fibres as well as environmentally-friendly foams. “Because we are constantly working to source the most eco-friendly materials, our production can maintain good efficiency to meet our customer’s requirements,”
Innovation is an integral part of any manufacturing business, and for Sealy it’s about constantly exploring new and interesting raw material components for its“Webeds.have a number of new materials and components in the works,” Raiteri said. “Most recently, we have attained patents for two new spring technologies that were developed, tested, and created right here in Australia.”
“Duvets, pillows and mattress toppers are filled with 100% Global Recycled Standard certified RPET fibre. In addition, linen and bedding fabric will be minimum 233 thread count and approved by the Better Cotton Initiative. “It’s been estimated that every voco guestroom that uses the signature bedding package will save equivalent to ~150 plastic bottles.”
PRESSURE FOR PREMIUM
“In addition, we are exploring textile finishes which help with thermoregulation and healthy mattress fabric protection. We are also working with our raw material partners to develop more luxurious comfort layers suitable for use in hotel beds.”
56 HM The Business of Accommodation ROOMS DIVISION
Comfort Sleep says today’s guests today are more discerning than ever and have higher expectations of a sleeping experience – that’s why delivering on luxury is another key focus for the business.
Many hotels are now requesting bespoke solutions to give them the edge in this competitive area. “We are frequently asked to work with properties to develop beds that are bespoke to the property or brand and that give them an advantage over their competitors in terms of features or comfort,” Deveny said.
AH Beard’s product development and operations teams regularly travel to the leading bedding and manufacturing trade shows all around the world to stay
across new developments in comfort materials, support systems and manufacturing processes. By introducing a bespoke offering, hotels can open up a new revenue stream by giving guests the opportunity to purchase their own bed and take the experience home. “We work closely with the client to understand their needs and create a tailor-made product that suits their guests,” Paabo said. “We will often brand the product to be exclusive to that property. This provides the opportunity for the hotel to retail their custom bed to their guests.” n
Sustainability and luxury are key areas of focus for suppliers
IHG's voco brand is a leader in sustainable bedding
“Comfort, support, and overall quality is still at the core of our business,” Paabo said. “We are continuously improving our beds by implementing different technologies and comfort combinations.
www.comfortsleep.com.au
Now in the digital age, we’ve designed an innovative way to supplement teaching through our new Extended Reality (XR) experience. This harnesses exciting Virtual Reality technology and 3D scenariobased learning to provide a training ground for students to practise and develop essential skills for the workplace.
AS AUSTRALIA’S HOTEL INDUSTRY GRAPPLES WITH A LABOUR CRISIS, IT HAS NEVER BEEN MORE IMPORTANT TO GROW THE NUMBERS OF HOSPITALITY STUDENTS IN THE COUNTRY AND NURTURE EMERGING TALENT TO BUILD A STRONGER WORKFORCE. RUTH HOGAN SPOKE TO LEADERS AT THREE TOP HOTEL SCHOOLS TO GET THEIR INSIGHTS ON DEMAND FOR CAREERS IN HOSPITALITY AND THE CHALLENGES FACING GRADUATES.
How is student training evolving at BMIHMS?
How would you describe the environment facing graduates? This is a rich time with new opportunities for future graduates and aspiring hoteliers. There is an incredible demand for skilled talent, so this is a golden opportunity for the next generation to rise and make their mark on the industry. Over the pandemic, hoteliers have also really honed in on the importance of wellness at work, so this is added value for new graduates entering the industry.
Any other key trends BMIHMS is seeing at the moment?
LEARNING
ASSOCIATE PROFESSOR SIMON AssociatePAWSONDeanofHospitality, Tourism, Events and Culinary at Torrens University Australia and Academic Director, Blue Mountains International Hotel Management School (BMIHMS) Are you seeing strong interest for careers in hospitality in terms of student enrolment?
58 HM The Business of Accommodation HUMAN RESOURCES
We are still seeing international students are very much focused on returning to face-to-face learning and are returning to all of our campuses very quickly.
What major challenges do they face breaking into the industry?
Whilst we’ve seen interest in studying hospitality make a comeback in numbers, particularly in our masters program, there is still a lot of work that needs to be done as an industry to encourage Australians to embrace the vibrant career opportunities available to them in hospitality.
Practical training offered at hotel schools helps prepare students for real-world challenges
>>
We now have four dedicated applied training centres at our campuses across NSW, Victoria and South Australia. In these simulated hotel environments, we are able to prepare students appropriately with the skills and knowledge much in demand from industry. We also work with industry partners to offer live training experiences to students as part of their food and beverage and rooms division subjects.
The heart of what makes great leaders in the hospitality industry still remains true: resilience, adaptability, great soft skills and a high level of professionalism. Graduates are now afforded more choice around hospitality brands and positions.
STATE-OF-THE-ART FACILITIES
CREATING A SENSE OF OWNERSHIP AND BELONGING While these features are bold and exciting, ICHM has also considered the small touches. The campus features several biophilic design elements, like green walls and live plants. These touches create a peaceful and inspiring area for study, and make the campus feel genuinely inviting. Steering away from generic teaching spaces, the campus is more of a home away from home, especially for international students living in Adelaide during their studies. ICHM wanted these students to feel a sense of ownership and belonging on campus. Another critical part of ICHM’s new site is their engagement with local Aboriginal artist Gabrielle Stengle and the site connection to Kaurna Country. Gabrielle will be creating an original ICHM artwork for inclusion and integration into the ‘Connection to Country’ level of the building. As an education institution, ICHM places a lot of importance on continuing to build relationships with local elders and emerging leaders through traditional arts and crafts authentically.
A NEW DIRECTION
The new ICHM campus sits in the heart of Adelaide’s CBD on Currie Street and celebrates what it does best – hospitality – providing spaces that are industry leading, warm, and welcoming. Designed by Liquid Design, in close collaboration with ICHM staff, project managed by Trice, and built by Shape, the campus is driven by studentcentric learning. Leading research about educational spaces informed the design decisions, resulting in 10 collaborative teaching studios, the latest educational technology, social student hubs, and practice-leading wellbeing spaces for students and staff alike. One of the most unique spaces in the three-storey campus is the dedicated training bar and wine room. A fully-equipped cocktail bar, training room and wine tasting facilities sit at the centre of the campus for students to practice mixology, food and beverage service and wine tasting before they go out to work in industry – the key to ICHM’s unique strength in hospitality education.
hotelmanagement.com.au 59 ICHM NEWSPROMOTION
ICHM has embraced a new direction this year undergoing an exciting rebrand, moving to a new location, and commencing a range of new business courses. Founded on more than 30 years of success as a higher education provider, ICHM is renowned as a hospitality business school that champions ‘learning forward’, focusing on the learning of tomorrow for a rapidly shifting business world.
INDUSTRY PARTNERSHIP WITH MASTERCHEF’S CALLUM HANN
In conjunction with the move to the new campus, ICHM has also established a new and exciting industry partnership with MasterChef’s Callum Hann and Themis Chryssidis, in their leading Sprout Cooking School and Adelaide restaurant, Eleven. Hann will be an invited guest
ICHM is leading change by educating students to be future equipped and ready to join the workforce as high performing talent. The school believes the new campus will play a big part in giving students the skills, networks, and hands-on experience to hit the ground running, further strengthening ICHM’s relationship with the hospitality industry within Australia and around the world. n For more information on ICHM, its new campus and course offerings, head to ICHM.edu.au.
Studentscanpractice mixology at a dedicatedbaroncampus
ICHM is moving forward in a changing business world with a new purpose-built campus in the heart of Adelaide’s CBD. lecturer at ICHM, and students will be able to access his state-of-the-art kitchen, bar and restaurant as practice spaces and work alongside Callum and Eleven for authentic industry-based experiences.
ICHM has opened a new campus in Adelaide’s CBD
KELLIE LUMSDEN Head of ICHM (Acting) Are you seeing strong interest in hospitality careers in terms of enrolment figures?
We have continued learning from advances in industry, validated through nine Industry Advisory Groups and from advances in education and learning sciences. Our approach is through a Framework for Educational Excellence or EdEx.
ICHM has also recently developed a new Undergraduate Certificate of Hotel, Tourism and Hospitality Operations. This six-month qualification allows for students to be placed in paid part time employment upon enrolment whilst completing a hybrid ICHM and industry-based curriculum to upskill students for current industry needs. This qualification was developed by ICHM to assist our industry partners in the critical areas they need employees most. How would you describe the environment facing graduates?
60 HM The Business of Accommodation HUMAN RESOURCES
Practical training offered at hotel schools helps prepare students for real-world challenges
New interactive learning environments are equipped with the must-have hospitality programs including Opera, Tanda, ResPAK, Gallileo, GDS, STR (including revenue management tools) and Check (a stock control system), so students have access to these in their studies, ensuring they are workplace-ready upon course completion.
At a time when trained hospitality professionals are needed most, it appears the industry is facing the continuing challenge of staff retention and the need to ensure their Employee Value Propositions are strong enough to retain the talent they have worked so hard to develop.
What major challenges do they face breaking into the industry?
New dedicated student training facilities improve connectivity, model industry best practice for learning anytime-anywhere, and support the Institute’s existing ‘experiential learning’ facilities including accommodation suites, training restaurants, hotel reservations labs and training bars. We are always enhancing these learning spaces, so our students are learning with and about technology – our learning spaces are equipped with industry-leading software to enhance training in point-of-sale systems, booking systems and property management systems. These new facilities are much more conducive to learning than traditional classroom spaces because they enable 21st Century skills like teamwork, collaboration and ideation which are learner-centred.
Due to the critical shortage of skilled hospitality workers within Australia the future is bright for graduates. Our graduates enter the industry prepared, motivated, and highly experienced. The current industry and economic climate is seeing our students excel and secure
job roles which previously may have taken them 12-18 months to obtain. We have seen this increase in demand and worked with our industry partners to ensure that our curriculum is preparing them for the changed COVID world. What major challenges do they face breaking into the industry?
William Angliss Institute has been industry aligned for 82 years so
CHRIS HowWilliamDirectorHARRISofEducation,AnglissInstituteisstudenttrainingevolving at William Angliss?
Hospitality, Hotel Management and Tourism have always been a popular choice of career and the transferrable skills attributed to these discipline areas lead many of our graduates to successful and high-level roles within other customer centric industries. ICHM as an Institute of Higher Education has experienced great growth in domestic student interest in the hospitality discipline which has been driven by the high demand for skilled hospitality workers within Australia. The removal of border restrictions is allowing international students to return to an industry they have been passionate about for some time. Careers within the hospitality industry are broad, exciting and offer an array of choice and pathways within both front and back of house career development. How is student training evolving at ICHM? ICHM continues to maintain its focus on practical skills and knowledge developed within authentic industry environments. ICHM recently moved into its fit-for-purpose Adelaide-based campus inclusive of its own training bar, wine facility and restaurant space. We have partnered with leading industry professionals such as MasterChef’s own Callum Hann to utilise his word class culinary space at Sprout Cooking School and Health Studio as well as his highly rated restaurant and bar, Eleven to deliver our culinary, food and beverage curriculum.
Due to the critical skills shortage within hospitality, our Work Integrated Learning (WIL) students and graduates are facing work environments which are experiencing heavy staff shortages. We are seeing an increase in burnout along with an increase in mental health challenges. ICHM provides a benchmark student support and wellbeing service for those on campus and on WIL placement however we have extended our graduate wellbeing support services to ensure we can assist graduates as they struggle to navigate the new normal. We are also seeing a number of our students and graduates moving into job roles requiring additional skills and knowledge above that in which they have experience for. Our network of graduates and industry-based lectures is assisting to help guide those experiencing these additional opportunities however it is a steep and fast learning curve.
How would you describe the environment facing graduates currently? There are lots of opportunities. We often have industry leaders on campus recruiting our students and with around 10 five-star hotels opening in Melbourne, graduates have huge career opportunities.
hotelmanagement.com.au HUMAN RESOURCES Apply now. Start February 2023
the challenges for our graduates are minimal, but the evolving nature of industry means we need to ensure our students, who have strong technical skills, are also able to adapt and move with change. It’s within the attitude of graduates. Industry needs ‘people people’, and while people skills are sometimes considered attitudes that cannot be taught, our Educational Excellence approach looks at these so-called soft skills and frames learning in a context to grow skills that employers
Students are returning to face-to-face learning are looking for. These include innovation, critical thinking, customerfocussed skills and industry-specific skills and training.
Any other key challenges or patterns you’re seeing at the moment?
Educators need to work with industry to ensure career pathways, both vertical and horizontal, are afforded and championed. Staff turnover can see industry understandably firefighting to keep staff short term, sometimes at the expense of professionals like Angliss graduates who have chosen our industry. We would always encourage industry to work with us and other quality education organisations to build careers, invest in talent through the courses listed above, and sustain the talent pool, rather than what we perceive is sometimes a disproportionate focus on itinerate labour. We think this focus and the obvious hurt caused with closed borders, makes some people hesitant about careers, but we are seeing that more from parents rather than young people who are keen to take up exciting new careers.
What message would you like to share with hotel industry employers? Research shows that hospitality has one of the lowest retention rates of any industry. Australian government figures predict that by 2023 there will be a shortage of 60,000 chefs for example. Therefore, employers who are looking to retain staff should invest in training and making sure employees know their futures with the company and beyond. n
angliss.edu.au/aihs
“A key asset for the Rydges Brand is the genuine service we provide to our guests, and therefore empowering employees with their uniform choices made total sense,” he said.
Working with uniform supplier Cargo Crew, the redesign centred on a ‘build your own’ look concept, with input from team members, which is becoming popular with hotels.
MEETS FUNCTION
“The uniform consists of an expertly curated mix of pieces that combine classic cuts with modern detailing,” said Cargo Crew Founder and Creative Director, Felicity Rodgers.
“Each Rydges property has the ability to tailor the collection to suit their location and product offering, ensuring a customisable, yet unified approach across the Rydges portfolio.”
T eam members play a critical role in establishing the type of experience that guests can expect during their stay. And one thing that unites all team members is their uniform. According to Pamela Jabbour, CEO of fashionforward uniform supplier, Total Image Group, uniforms play a powerful role in conveying a brand’s personality, and in creating a warm, welcoming environment for“Uniformsguests. are much more than just what your staff are wearing – they’re just as important in creating an atmosphere as the music that plays at reception, or the art that hangs on the walls, or the scent that you choose for the lobby,” Jabbour told HM “No matter what style of stay you want to provide, whether it’s 5-star luxury in full suits, rustic country hospitality in blouses and check shirts, or contemporary chic in business polos and chinos, your uniform should communicate the mood that you’re trying to set. This conveys
62 HM The Business of Accommodation STYLE
Many hotel clients are now opting for ‘elevated casualness’ when it comes to uniforms Rydges teams can mix and match their look Fashion professionalism, brand consistency and trustworthiness, so your guests know they can relax in your care.”
CUSTOMISABLE DESIGNS
UNIFORMS CAN HAVE A POWERFUL INFLUENCE ON A GUEST’S FIRST IMPRESSION OF THE HOTEL EXPERIENCE – AND FIRST IMPRESSIONS COUNT. RUTH HOGAN SPOKE TO THE EXPERTS ABOUT CUTS, CONSISTENCY, AND CUSTOMISATION.
Event Hospitality rolled out a completely new uniform across all Rydges properties in Australia and New Zealand as part of a brand refresh last year.
“Staff can mix and match their look and even add a personal touch with a range of accessories that complement the Rydges colour palette.”
Event Hospitality Brand and Marketing Manager, Joseph Ancora, said it was important that the team had a range of options to choose from across all departments to ensure they could come to work every day feeling comfortable, yet stylish.
KEEP IT CONSISTENT
“The focus on providing an authentically local hospitality experience has in turn elevated the overall guest experience,” he said. “Feedback from the team has also been extremely positive – this modern approach has allowed for our staff to feel comfortable whilst presenting guests with a modern, refreshed look along with our genuine Rydges hospitality.”
The issue of consistency across hotels and departments is always one of the most important aspects to get right when considering uniform design, according to Jabbour.
“When you’re creating uniforms for every role from front desk to kitchen hand, to housekeeping, you can find ways to create consistency – beyond just adding logos –by creating a complementary colour story,” she said.
Post COVID, Rodgers has noticed that many clients in the hotel and accommodation sector are opting for ‘an elevated casualness’ for their uniform look.
SUSTAINABLE APPROACH
Cargo Crew also worked with Next Hotels to create the uniforms for its 5-star, flagship in Melbourne CBD ahead of opening last year. Rodgers says Next wanted to create an experience that reflected Melbourne’s culture and“Theyidentity.wanted to step away from the traditional hotel uniforms and towards a more modern and effortless sophistication,” she said. The end result was an expertly curated mix of pieces that combine classic cuts with modern detailing. “It was less about suits and more about tailored coordinates; crisp white tees, paired with navy blazers, chino pants and a bright white sneaker to complete the look,” Rodgers said. “Every detail was considered when curating the range, from the textural work shirts for housekeeping, which match the cushions and headboards in the hotel rooms, all the way down to the gold buttons selected for their front of house blazers, paying homage to the iconic gold lighting installations in their grand foyer.”
Next detailingcutsrangeMelbourne’scombinesclassicwithmodern “Your communicateshoulduniformthemoodyou'retryingtoset.”
EFFORTLESS SOPHISTICATION
Across all industries, interest in sustainable and recyclable materials is increasing. And this is also influencing design choices when it comes to uniforms.Jabboursays recycled or sustainable materials like Tencel, Modal, Bamboo, and Repreve, which is made from recycled plastic bottles, as well as recycled polyester, are becoming more popular. But, she warns, it’s important to think beyond just initial design.
hotelmanagement.com.au 63 STYLE Event considered Rydges’ brand values and ‘love local’ ethos during the redesign process, and team members trialled the uniforms and provided feedback to ensure they hit the mark. Ancora says the new uniform was one element of the complete Rydges brand refresh which has had an overwhelmingly positive response from guests.
“We like to ask for colour schemes, not just of the company branding, but of the interior design too. That way, we can bring everything back to a coherent palette that links every department not only to each other, but to their physical environment too. That colour story makes it easy for guests to identify who staff are and recognise that they all work for the same company.”
“Now there is a realisation that a high-quality, fashion forward and professional uniforms can be created using off-the-shelf items,” she said.
“Are the pieces designed to last? Durable, high-quality, and role-appropriate materials prevent the constant need to replace and discard old items. What is your end-of-life program? Do you offer access to recycling or re-purposing schemes, to prevent unnecessary contributions to landfill?”
“Key items we have created to support this trend includes our new season Elevated Sweaters, that deliver an approachable yet professional look for modern teams,” she said.
In the past, many hotels assumed that uniforms needed to be made up of custom – which often proved costly – but Jabbour says there is now a wide variety of quality stock pieces available.
Total Image Group works with customers to manage their recycling, connecting them to programs that repurpose branded garments into new products such as insulation, and resell or donate unbranded items, to help ensure their uniform is sustainable from end to end. n
“To incorporate sustainable practice into your new range, there needs to be considerations at every step of the uniform journey,” she said.
Pamela Jabbour, Total Image Group
“Fabrics and fits have evolved significantly, and a custom look can be effectively achieved through stock product. Perhaps enhanced with one or two custom garments, this solution makes for a much more cost-effective solution while still being extremely on brand and contemporary.”
Next Hotel Melbourne has taken a modern, sophisticated approach to uniform design
JLL NEW ZEALAND Nick Thompson Vice President, Hotels and Hospitality Group With New Zealand maintaining strict lockdown measures and border controls until late into 2021, the hotels industry had been supported by a combination of growing domestic demand and providing accommodation for managed isolation and quarantine facilities. Thankfully the country has now moved to a ‘live with’ strategy for COVID-19, like Australia and other countries globally. With Australia a few months ahead of New Zealand in its pandemic journey, we’ve been able to see what the short-term outlook for activity looks like. Domestic travel is expected to continue to lead the recovery, and international travel will steadily pick up over the second half of 2022. Over the coming months, we are anticipating an increase in
ACROSS THE New Zealand’s real estate market remains active, experts say
In summary, the New Zealand hotel sector is now on a clear recovery path with forward bookings for the forthcoming peak season (Q4 2022 and Q1 2023) looking exceptionally strong.
The good news is that investors typically pivot toward tangible assets in times of high inflation, so revenue and profitability can be protected. This is particularly relevant with hotel assets that have the ability to quickly pass through higher costs, and protect profits and investment returns, as we have recently seen with increased room rates right across theWecountry.remain hopeful we will see more investment activity in H2 2022 as inflationary pressure starts to ease and the short/medium term cost of capital stabilises.
NationalDeanCOLLIERSHumphriesDirector, Hotels – New Zealand and South Pacific
The New Zealand Hotel sector continued its strong demand-led recovery in Q2 with a particular emphasis on higher volumes of international and corporate travellers. One of the main talking points has been the exceptionally strong room rates being achieved right across the country despite occupancy rates still being in a recovery phase. Average room rates for all main centres for the month of June 2022 were all above the same period in 2019, pre COVID. The main mover was Rotorua at $191.83, up a staggering 60.4% followed by Wellington (up 19.2%) and Christchurch (up 15%). On the flip side of the equation, the investment market has been impacted with a fresh set of headwinds in the form of high inflation and the increasing cost of capital. Despite a number of hotels being offered to the market and robust levels of international and domestic enquiry, many investors are taking a more reflective approach whilst they reassess their own internal return requirements and review the current global investment environment.
Tasman
AS NEW ZEALAND AND PACIFIC ISLANDS REOPEN TO INTERNATIONAL TRAVELLERS, THREE REAL ESTATE EXPERTS SHARE THE INSIDE VIEW ON THESE MARKETS.
64 HM The Business of Accommodation REAL ESTATE
IanRESORTBROKERSCrooks,Founder and Chairman Since April 1 – the start of the NZ financial year – enquiries in both commercial and residential property have dissipated. Motel leases are just not getting any traction with the banks. There are no formulas around the buying and selling of Hereleases.in Australia, when we are setting up a new lease, we look at the P&L statements to determine the net profile – rent should be no greater than 45% with the remaining 55% going to the operator.
hotelmanagement.com.au
65 REAL ESTATE visitors, especially from Australia. One of our country’s favoured tourist destinations is Queenstown, and we expect to see a significant increase in visitors (local and international) as the ski season gets into fullWe’veswing.seen daily international arrivals increase a staggering 1,679% since the start of the year. Internationally, we’re advised markets that have reopened are showing strong rebounds with many owners seeing revenues 15%-20% higher than in 2019. Fiji fully reopened in early 2022 and has enjoyed the pent-up demand from travellers wanting to holiday in safe, tropical locations close to home. Forward bookings have seen many Fijian hotels exceeding pre-pandemic levels, and this demand is expected to flow through the Pacific. New Zealand’s real estate market remains active, and we continue to be one of the most transparent globally, ranking 2nd in Asia Pacific and 10th in the world according to JLL’s latest Global Real Estate Transparency Index. This explains why we’ve seen an increase in enquiries from offshore investors. Overall, it’s a positive outlook for the hotels sector in New Zealand. With continued domestic tourism and an impressive increase in international visitors, both local and international trends point to a strengthening market well into 2023.
We price that 55% at between 30-35% which creates the selling price depending on the location. That’s been working for us for over 37 years since we introduced it to the Australian market. In New Zealand they don’t have a formula like that.
Large Australian groups have shown interest in camping or holiday parks in New Zealand, but this sector poses some challenges. Camping or holiday parks don’t generate enough money in New Zealand as they are not a year-round business like they are in Australia, because of the weather.
Queenstown is still a hot market due to its hotels and resorts. It’s one of the few year-round destinations because you’ve got a definite summer and winter, but a shortage of flights has created a problem.
Taupo is another destination like that because it is strategically placed right in the North Island with State Highway 1 – which spans the length of both islands – running through it. It’s now got about 60 motels and very nice resorts which are enjoying good occupancies with a lot of retirees travelling. Destinations such as Auckland and Wellington, however, are struggling due to a lack of events.
New Zealanders are more conservative than Australians. The cost of living there is much higher and real wages are much lower. It would take a lowering of interest rates, more events and no COVID to create more confidence. Despite all of this, New Zealand remains a popular place to visit. n
Dean Humphries, Colliers
“The investment market has been impacted with a fresh set of headwinds in the form of increasing cost of capital and high inflation.”
Forward bookings have seen many Fijian hotels exceed pre-pandemic levels
REPORTS.
Kicking
Encore has witnessed an ongoing trend towards hybrid events and says this event format is here to stay.
“Hybrid has been a part of Encore’s business line for over a decade,” said Encore APAC Managing Director, Scott Nodsle. “Pre-pandemic hybrid was around 5% of our business, and during lockdowns it was 85%. In 2022 we are seeing a consistent trend of 15% of our events using hybrid and we expect that to continue.”
66 HM The Business of Accommodation EVENTS A ustralia’s business events industry is finally on the road to recovery after COVID-19 brought conferences and corporate events to a standstill for the best part of two years.
Business events are back on the agenda Hotels are welcoming the return of in-person events
For those hotels that cater to conferences and business events on site, it is important to note the significant impact that the pandemic has had on event formats.
LIVE
Now, corporate workers are taking to the skies once again with confidence to travel interstate and gather in large groups.
RUTH
A CHANGED INDUSTRY
“COVID forced us into the virtual world, we had to quickly adapt to delivering events from multiple locations simultaneously and all connected at a scale we’d never seen before,” Encore Head of Production, Andrew Priddle, told HM. While many people want that face-to-face interaction that they missed throughout the pandemic, they still expect virtual technology to fill the gaps, such as for participation of key international speakers or presenters. Hybrid technology also presents an opportunity to make events more accessible to a wider audience through remote participation. Apps can also help support a hybrid experience, facilitating connection between the live audience and the online audience, and are expected to remain an important element of live events.
BESydney has secured over 100 events in Sydney alone between 2022 and 2029, which are predicted to generate more than half a billion dollars for the visitor economy. While Destination NSW, a major investor in BESydney, locked in 29 conferences for regional NSW between 2021-24, with an estimated $3 million in direct delegate expenditure. Hotels and hospitality business stand to benefit greatly, either directly or indirectly, from the return of these events. AND AS EVENTS AND CONFERENCES MAKE A LONGAWAITED RETURN, EXPERTS ADVISE HOTELS TO INVEST IN FLEXIBLE SPACES AND INNOVATIVE TECHNOLOGY TO MEET THE VARYING NEEDS OF CORPORATE CUSTOMERS. HOGAN
“Event apps such as Chime Live are pushing the boundaries with attendee engagement and networking tools not only in person, but also connecting with the virtual audience of a hybrid event,” said Priddle.
According to event production company Encore, virtual technology, which was embraced by many businesses during the pandemic, will continue to play an important role in events into the future.
Innovative technology will continue to impact event production and improve the experience for attendees. Encore expects cloud-based production and communication tools to gain popularity, as well as immersiveXR technology, which has become a popular way to enhance the online experience.
FLEXIBLE APPROACH
Nodsle points to the rise of video mapping which has become a more prevalent and affordable projection technique that can turn almost any surface into a live video display. He says customers are also looking for more interactivity between personal devices such as phones/ or tablets and onscreen content. It’s recommended that hotels invest in internet connectivity and IP-based infrastructure to deliver the best experience. “Laser 4K projection is at the forefront of giving event attendees the best visual experience available,” said Priddle.
With customers’ needs changing so rapidly, Nodsle recommends hotels keep their event space flexible and agile to work for different budgets and creative ideas. “The trend of customers asking for flexible, unique space is to enhance their attendee's networking experience,” he said. “We’re finding plenary sessions are shortening, smaller meeting breakouts are extending, and social gatherings and cocktail receptions are becoming the key focus.” Hotels need to strike the right balance when it comes to investing in permanent technology in the ceiling and walls and having a stock of mobile equipment available for customers’ needs, he explained.
EMERGING TECHNOLOGY
hotelmanagement.com.au 67 EVENTS
Hybrid events are here to stay
“When investing in technology, the number one thing venues need to consider is flexible space options and maximising their space,” Nodsle said. “Installing too much technology in the event space can crowd the ceiling, minimise flexible options, and reduce ROI. Keep the larger spaces open and flexible to support all budgets, all types of events, and all customers’ requirements.” n
Networking is an important element of in-person events
“Unlike standard fitness offerings, Peloton is uniquely different as we create content-led experiences – not just products and hardware, that serve guests with cutting edge entertainment enhancing their overall experience,” Peloton Commercial Vice President, Betsy Webb, told HM
“Our model transforms the fitness experience by focusing on the incentives that drive engagement – the more people work out together, the better the experience, which creates a virtuous cycle for our member experience.”
W ellness is a growing trend in society as a whole with consumers more conscious than ever about feeling good in a postCOVID world. As a result, hotels are investing heavily in wellness and looking for new and interesting ways to differentiate their offering from competitors. COMO The Treasury and the State Buildings in Perth recently introduced Wellness Month – a program of curated holistic experiences for mind, body, and soul. Meanwhile, Elysia Wellness Retreat in the Hunter Valley recently launched a customisable wellness package through which guests can access a series of different add ons to suit their individual interests and goals. While wellness experiences will vary according to brand, rating and target demographic, guests have come to expect that every hotel will have fitness equipment as standard. A leader in this space is Peloton – a global fitness tech brand that is shaking up the wellness experience in hotels. While best known for its popular exercise bike, Peloton also offers a library of live and on-demand content including classes in yoga, Pilates, boxing and meditation – and the company’s latest innovation is its first ever gamified workout experience.
In March, Sofitel Sydney Darling Harbour partnered with the brand to introduce an urban wellness retreat, kitted out with three Peloton bikes, as well as the option to book a bike for an in-room training session. Sofitel Sydney Darling Harbour Owner, Dr Jerry Schwartz, said it was an important addition to meet guests’ evolving wellness expectations.
customisable
68 HM The Business of Accommodation WELLNESS
Since launching in Australia last July, Peloton has quickly grown its presence commercially, now working with more than 20 boutique and premium hotel brands around the country, including Sydney’s Kimpton Margot, Melbourne’s Hyatt Centric and AC Hotel by Marriott.
FIGHTING FIT
Elysia
“As a leading luxury hotel, we pride ourselves on creating premium guest experiences that add real value and remain deeply committed to enhancing the health and wellbeing of our guests,” Schwartz said. AS INTERNATIONAL AND BUSINESS TRAVEL RESUMES, TRAVELLERS ARE SEEKING NEW WAYS TO EXERCISE WHILE AWAY FROM HOME. RUTH HOGAN SPOKE TO PELOTON COMMERCIAL VP BETSY WEBB ABOUT HOW THE GLOBAL FIT-TECH LEADER IS SHAKING UP THE WELLNESS EXPERIENCE AT HOTELS IN AUSTRALIA AND AROUND THE GLOBE. Wellness Retreat has launched wellness packages
“Our pioneering connected fitness experience enables hotel guests to access a wide range of workouts taught by the very best Instructors, all while offering real-time motivation that enables people to exercise when and where it’s most convenient.” n “Our model transforms the fitness experience by focusing on incentives that drive engagement.”
hotelmanagement.com.au 69 WELLNESS
A 2020 US Peloton Member Survey found that 87% are more likely to book a property that has a Peloton Bike, and the company says a similar trend is developing in international markets. As a result, Peloton recently launched its own digital Hotel Finder to help travellers find properties that offer its equipment in Australia and around the Australiaworld.isamarket leader when it comes to the uptake of fitness technology, according to Peloton, and as international travel opens up and business travel returns, Peloton believes more and more Australians will be looking for ways to stay active when away from home.
Betsy Webb, Peloton Commercial Hotels are investing heavily in wellness experiences for guests Peloton is partnering with major hotels to bring its fitness offering to guests
“Through Peloton Commercial, we have revolutionised the guest wellness experience, delighting hotel guests by bringing a highly visible consumer brand into the hospitality arena,” Webb said.
“This has become even more paramount in recent years, as Australians look to prioritise their lifestyle needs – both at home, as well as on the road.” EOS by SkyCity in Adelaide has also partnered with the brand to allow guests to book a bike for use in their own room – an offering that also appeals to properties that don’t feature a gym. “For ultimate accessibility, Peloton Bikes can sit in the hotel gym for all guests to enjoy,” Webb said. “Peloton Commercial also gives hoteliers without on-site gyms the ability to offer a unique in-room fitness experience which has proven successful with many luxury properties.”
WHEN DESIGNING AND BUILDING A HOTEL IT’S ESSENTIAL TO HAVE THE RIGHT TEAM OF PEOPLE COMMITTED TO WORKING TOGETHER TO ACHIEVE THE BEST OUTCOMES. AND WHILE DELIVERING TO BRAND STANDARDS IS A MUST, ONE SHOULD BE AWARE OF THE DANGERS OF HINDERING THE CREATIVITY OF DESIGNERS.
UNLEASHING
Hotels with distinct personalities tend to be a result of the operators loosening the reigns on brand standards, allowing designers to drive a property’s unique DNA. An experienced hotel designer can navigate through the traditional standards document, that thumps into the inbox when a project kicks off, to recognise the must haves and the negotiables.
CREATIVITY
The brand fundamentals that the guest may intuitively expect in a particular brand, such as a larger than normal desk in their room, a certain sized bed, or meeting rooms and a gym, are easily accommodated. But we are inclined to push back when standards stray into aesthetics, which put the handbrake on creativity and produce cookiecutter experiences. Unless of course that’s the result the operator is seeking. Right now, we’re seeing two distinct camps: brands that are looking for less design and more standardisation, and the exact opposite. With the latter, we may be given a handful of brand pillars – key characteristics or ingredients – but like the mixologist, we get to create the signature cocktail. Our approach to developing new brands is now holistic, from naming through to all messaging, and interiors, based on market knowledge and powerful narratives. To avoid brand washing – a blurring of brands as they proliferate at a seemingly unstoppable pace –operators know the value of individual stories for each
The hotel lobby at Vibe Hobart is a nod to the 1930s Art Deco dance hall, The Belvedere Vibe Hobart, designed by owner Annalisa Doedens, reflects the natural beauty of Tasmania’s landscape
70 HM The Business of Accommodation DESIGN AND BUILD
CreativeJulietCHADAAshworthDirector/Owner
DESIGN AND BUILD and every property in their lifestyle portfolio. Here, brand standards have a different role to play and so do we. What we hope for is a good operator’s brief. A bit like a car manual, it will tell you what’s under the hood, but the car’s design and the driving experience is what will sell it every time.
hotelmanagement.com.au 71
As a designer, it’s not about inflicting my own personal design ideas onto clients. For me, it’s about interrogating the brief to draw out the best design and value proposition. Each project is bespoke and should be responsive to its context. At DKO, there’s always a strong emphasis on collaboration and harnessing the creative power and knowledge of other designers, technicians, and consultants, as well as the key stakeholder group. This ensures the design intent is realised to its fullest. At Marriott Docklands, for example, every detail was considered holistically. DKO worked closely with Marriott International, Peter Rowland Group catering and brand agency, Studio Ongarato, to create a cohesive vision. The team collaborated closely at every stage, with narrative-driven design and respect for place, as core concepts. Each F&B venue within the hotel was designed to be evocative, held in memory and revisited. Our team created a unique experience for locals and visitors alike –from interior design to the menu, branding, and service.
In the last five years or so, hoteliers are seeking new ways to innovate the guest experience. To provide unique, immersive, and fully curated experiences. And we can harness the brand’s philosophy to create an interesting and unique experience. At the AC Hotel by Marriott Southbank, for example, the interiors team really focused the design ideas around the brand’s identity of ‘perfectly precise – promising all you want, nothing you don’t need’. The materials and finishes selected focus on quality while capturing the human desires of comfort and relaxation. The subtle layering of materials with modern classic finishes all creates a sense of calm with little moments of delight. There are record players and vintage radios in the rooms, natural Korres bath amenities, and an evening gin trolley to help you unwind. The hotel is also pet-friendly, so you don’t have to leave your furry friend at home.
“Our approach to developing new brands is now holistic.” Juliet Ashworth, CHADA
DKO DirectorMichaelARCHITECTUREDrescher,Interiors
Most can appreciate the benefits of straying from the brand standards to create the best result. As a guest, our hotel expectations have altered. And hotels need to adapt to this diversity of accommodation landscape. One way is through the hotel’s food and beverage offering and a more individualised response to place. Guests are looking for a sense of locality. They’re looking to get out and into hotel bars, restaurants and cafes or lobbies. The F&B within a hotel will inform the identity of the brand and become destinations in their own right – not only for the hotel guests but a space where locals travel to experience. n Marriott Docklands’ F&B venues have been designed to be evocative and memorable
• Leases generally transfer operational risk, which significantly increases operator risk. It replaces relatively predictable management fee streams with unpredictable operational returns and losses. The income stream of most publicly listed operators consists of management fees, hence a business model conversion to leases would potentially have a significant adverse impact.
Operators will probably never embrace leases en masse.
BAKER MCKENZIE Graeme Dickson, Partner Traditional hotel leases continue to be shunned by almost all hotel operators in favour of timehonoured hotel management arrangements for a variety of reasons including the following:
72 HM The Business of Accommodation LEGAL MATTERS
• Leases usually make the operator responsible for the substantial cost of employee entitlements and termination payments.
Mention should also be made of so called ‘man-leases’. These are bespoke arrangements which deviate from traditional leases, are complex to negotiate, and designed to deal with exceptional issues that a subset of owners need to resolve.
WHILE HMAS HAVE BEEN THE MOST COMMON MODEL FOR HOTEL MANAGEMENT IN RECENT YEARS, THERE HAS BEEN A RENEWED FOCUS ON HOTEL LEASES FROM SOME OWNERS AND DEVELOPERS SEEKING MORE CERTAINTY ON THEIR RETURNS.
RISK AND Reward Hotel leases tend to have a lot more sharing of risk and control
Situations we have encountered include arrangements which: (a) ensure a land-owning trust receives rental income only (rather than ‘trading’ operational income) to comply with contractual or management requirements not to become a ‘trading trust’ under the income tax rules; and/or (b) allow for the operator to employ the employees in circumstances where the owner is unable or unwilling to do so – generally available only to extremely well capitalised institutional owners who have an incredibly small insolvency risk; and/ or (c) insulate the owner from operational risk in circumstances where its directors are unwilling to accept their exposure to such risk.
• The massive impact of the accounting standards requirement that lease payments for the entire lease term (usually in the vicinity of 1020 years) need to be recognised as a long-term liability. Consequently, each lease would have a substantial negative impact on the operator’s balance sheet strength and borrowing ability.
Whilst HMAs or franchise and brand licensing agreements tend to be the more popular arrangements for large, branded hotels, there is still a role for hotel leases in the right circumstances, particularly for new developments or where owners require more certainty on their minimum returns and are prepared to trade off some of the potential upsides for this certainty.
• Many developers are continuing to value large, branded operators.
• Upfront development concerns around feasibility and financing are getting prioritised, often at some cost to the long-term deal – not a new phenomenon.
Robert Williams, Head of Hotels and Hospitality – Asia Pacific
No question it is an exciting time, particularly as the new-build product that is coming will take the hotel stock in ANZ up a notch, even if some markets do feel the drag of new supply for a little while. HMAs remain the dominant form of operator/brand engagement in the ANZ market, and whilst there has been a great deal of commentary around white label platforms, we are just not seeing that segment get traction in any volume – yet. Leases are still on the table for some deals, with some operators, but that is now a very limited opportunity – and with force majeure inevitably now suspending rent obligations, leases are less attractive anyway. We are seeing the following trends:
• Local developers are dominating the scene, and operators are finding local presence and relationships are more important than ever.
Otherwise, there continue to be the usual negotiations on issues relating to the division of responsibility for repair and maintenance items, and importantly minimum standards, refurbishment obligations and FF&E upgrades.
• Interference from converging brands within the same system is a growing concern for many in Sydney and Melbourne.
• Boutique operators who can demonstrate a focus on the bottom line and senior management engagement are getting cut through –particularly on regional opportunities.
• Financial support is rare – in most cases, guarantees are now standasides, with claw backs.
• Key money is on offer – though in our view is a fairly blunt tool. Of course, we are fielding calls from owners on terminating HMAs. Any relationship that was in trouble going into COVID is likely to be more stressed now, and with a buoyant transaction market, vacant possession is attractive. We work for both operators and owners so get both perspectives. My experience is that it will be a rare set of circumstances that sees an operator walk away from an HMA. But it does happen. n
The benefit of a hotel lease for owners is to shift more of the risk onto the tenant/operator, compared to a HMA, particularly in the form of a guaranteed income through the base rent. Developers, in particular, have been looking at hotel leases to provide certainty of a minimum return, which then makes it easier to finance the development. However, most hotel leases still retain a significant turnover rent component, so the owner has exposure and potential upside if the hotel performs well, which provides a great alignment of interests with the tenant to ensure the hotel is successful. As we come out of the pandemic, we’re seeing a stronger push from tenants to have greater rent abatement protections under force majeure clauses or similar provisions, to de-risk their position against future business interruption events. We expect this to continue, but the tradeoff for this may be that landlords seek to have termination rights in these circumstances to enable the flexibility to re-set their positions if such events occur.
MULLINS LAWYERS Matthew Bradford, Partner Whilst Hotel Management Agreements (HMAs) have been the most common model for hotel management in recent years, there has been a renewed focus on hotel leases from some owners and developers seeking more certainty on their returns.
hotelmanagement.com.au 73 LEGAL MATTERS
WATSON FARLEY AND WILLIAMS
• Larger operators are more rigid on their loyalty, shared services, procurement, drafting – all fertile ground for agitation later in the asset’s lifecycle.
Experts say new HMA activity is busier than ever in ANZ
“Every operator has to have a conversion brand.”
However, unlike regular commercial property leases, hotel leases tend to have a lot more sharing of the risk and control than the traditional landlord and tenant relationship. Because of the unique nature of hotel assets, it is critical for owners to have more insight over and input into the operations and maintenance of the underlying hotel business.
Robert Williams, Watson Farley and Williams
New HMA activity is as busy as ever in ANZ and the Pacific – fuelled by both brands that are new to our market – think Ace, Standard, Selina, 25 hours, Treehouse, Kimpton, Garden Inn – but also by conversion opportunities as those early 2000s agreements expire and sale transactions throw up vacant possession. Every operator has to have a conversion brand. All types of operators are participating in this – the big globals, niche US and Asian brands, as well as local ANZ platforms like Lancemore and Event, across limited service, lifestyle, right through to luxury.
The latest key HR movements across the hotel industry.
I’ve had the opportunity to learn from a range of different leaders and some great talent across the SPHC, IHG and Rydges Hotel Group over the past 40 years. Sometimes, you’re fortunate enough to work with people who show you how to do it; other times you work with people who highlight to you how you don’t want to work — but each has taught me something valuable throughout my working life in this industry.
What memorable moments stand out when you look back over your career? There are many memorable moments, but some career achievements I look back on with pride and fondness. I was sent to Penang in Malaysia to open Penang Park Royal as one of my first hotel opening projects. Having grown up in Malaysia, coming back to work there was very special. I had a 17-year long, incredibly satisfying tenure with IHG, culminating in a role managing 60,000 people across 50 countries and 350 hotels. It was a privilege.
On the Move
Getting To Know...
The Star Sydney has promoted Christina Grasso to the position of General Manager Hotels, Events and Guest Experience. Grasso has more than 15 years’ experience in the tourism, hospitality, and accommodation sectors.Marriott International has appointed Senior Marriott Associate Peter Minatsis to lead the long-awaited Le Méridien Melbourne as General Manager. Minatsis joins Le Méridien after a five-year tenure at Sheraton Melbourne.
. She will oversee La Vie's new hotel openings and commercial teams. Her previous roles include Cluster Director of Sales and Events with Accor, Director of Sales with Frasers Hospitality, and Assistant Director of Sales with Marriott. Pan Pacific Perth has welcomed Paul Flett as General Manager. Flett brings over 30 years of hospitality experience, 10 of which have been spent with Pan Pacific Hotels Group across Australia and South Asia. His most recent role was General Manager at Parkroyal Parramatta, which followed a two-year appointment at Pan Pacific Sonargaon Dhaka.
TFE Hotels has appointed Irish-born financier Brian Delaney to its executive leadership team, taking up the role of Chief Financial Officer (CFO). Delaney joins from Minor Hotel Group Ltd where he most recently held the CFO role, as part of a nine-year stint with Minor International PCL (MINT) – one of the largest hospitality companies in Asia Pacific.
Jan Smits is CEO and Deputy Chair APAC at Pro-invest Group, and Director of new management group, Vista Hospitality Group. Here, Smits reflects on some of the highlights of his hospitality career to date.
What’s the most valuable lesson you’ve learned in hospitality? Ultimately, we’re in the people business — whether it’s an owner, a guest or employee. I had a very multicultural upbringing, living in more than 20 countries, but the unifying aspect of working anywhere in the world is people. My most valuable lesson is that success is about building deep and lasting relationships through trust, integrity, and respect. Inspiring and empowering people is my core value. n
74 HM The Business of Accommodation PEOPLE
Jan Smits
My very first job was a result of a practical placement when I was studying a Bachelor of Business and Hotel Management in Brisbane. I was sent to the Brisbane Parkroyal – the only international hotel in the city at the time (it was the 80s!). I was placed as an Assistant Banquet Manager, then promoted to Banquet Manager, and within four months, at the age of 22, I was Food and Beverage Manager. It was the place to be in town – every visiting celebrity and rock band stayed there, so there was never a dull moment — and I never returned to university. It was the beginning of a long career in the industry and a time I fondly regard as the happiest in my working life. Did you have any important mentors that were instrumental in your career?
Tell us about your first job in the accommodation industry?
Shellia Chang has been named Group Director of Sales and Distribution at La Vie Hotels and Resorts
HEADLINE HOTEL NEWS IS ONLY A CLICK AWAY. Keep up to date with breaking news, expert analysis and exclusive video interviews from across the globe, delivered to your inbox twice weekly. Subscribe for FREE! Sign up now at www.hotelmanagement.com.au For advertising enquiries, contact Tara Ducrou on +61 2 8586 6285 or tducrou@intermedia.com.au
SuperRatings Accumulation Fund Crediting Rate Survey – SR50 Balanced (60-76) Index, 30 June 2022. General advice only. Consider the relevant Hostplus PDS and TMD at hostplus.com.au, and your objectives, financial situation and needs, which have not been accounted for. Past performance is not a reliable indicator of future performance. Host-Plus Pty Limited ABN 79 008 634 704, AFSL 244392 as trustee for the Hostplus Superannuation Fund ABN 68 657 495 890, MySuper No 68 657 495 890 198. HP1969 Hostplus is a top performing industry super fund that puts you first. We give profits back to our members, not shareholders. MEMBERS FIRST MEMBERS FIRST MEMBERS FIRST MEMBERS FIRST MEMBERS FIRST MEMBERS FIRST MEMBERS FIRST Compare Hostplus
