HM October 2019

IN THIS ISSUE LUXURY HOTELS IN HIGH DEMAND

NEW ERA FOR TOURISM AUSTRALIA HOTEL LOBBIES MAKE A STATEMENT THE BUSINESS OF ACCOMMODATION IN ASIA-PACIFIC Vol.23 No.5 Bi-monthly October 2019

HM AWARDS WINNERS All the glitz and glamour from the industry’s annual night of nights

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CONTENTS

34

October 2019

Vol. 23 No.5

34 HM AWARDS BREAKS RECORDS

HM has your complete wrap–up of the 17th annual night of nights for the accommodation and hospitality industry in Australia, New Zealand and the Pacific.

60 HURDLES FOR WIFI

HM canvasses four leading connectivity firms to find out what is blocking the path to a gold–standard connection.

62 BOTTLE ART

One major global brand is celebrating a milestone, while a fresh brand has sustainability at the forefront.

64 LUXURY BRANDS STEPPING UP

The limits of luxury are being pushed ever harder these days as hotels look at new, niche offerings.

68 AUSTRALASIA'S FINEST

HM sits down with the three regional General Manager winners from the 2019 HM Awards.

72 LOBBIES AND COMMON AREAS

We chat to leading players in the design game to find out more about their approach to these vital spaces.

HM Q&A

22 FRANCHISING A WINNING FORMULA

In 1988, critics labelled Paul Constantinou's dream of franchising hotels as crazy, saying hotel ownership was beyond everyday people. Three decades on and more than 10,000 rooms later, Paul tells us in this candid chat that these critics are now nowhere to be found.

Regulars

14 The Byron at Byron pool

04 EDITOR’S LETTER

James Wilkinson on reaching new heights

08 NEED TO KNOW

The 23 essential news stories you need to know this month – spanning operations, development and tourism industry news

32 OPINION

Columns from the AAoA, TAA, TIA and Les Clefs d'Or

24 KEY NEWS

Presented by the Accommodation Association of Australia

30 WORLD OF TAA

Presented by Tourism Accommodation Australia

On the cover

IHG’s Leanne Harwood with OzHarvest Founder, Ronni Kahn

20 COVER STORY

Presented this month by InterContinental Hotels Group

64

74 PEOPLE

A look at who is moving where in the industry hotelmanagement.com.au 3

EDITOR’S LETTER Managing Director Simon Grover

Reaching new heights in the hotel industry

Publisher

James Wells

Editor–In–Chief

I

was talking to Wyndham Hotels and Resorts’ President and CEO, Geoff Ballotti, about expansion at the company’s 2019 Global Conference in Las Vegas in late September and a few key numbers immediately stood out.

Firstly, there was the 20–brand strong company’s current stock of 9,200 hotels across more than 80 countries on six continents, representing some 817,000 rooms – something incredibly impressive when you consider Wyndham has acquired all but two hotel brands.

Once you put the pipeline into that mix – around 180,000 rooms, representing approximately 2,000 new hotels – a milestone quickly adds up: 10,000 hotels and 1 million rooms.

Where Wyndham is impressing at the moment is the pipeline because, as we know, this company has previously acquired to grow. Now with such a strong growth trajectory, including 500 more hotels coming in China alone, Wyndham can hit the 10,000–room milestone organically and that is a huge effort from the New Jersey–based company.

While Wyndham’s strong pipeline is coming from organic growth, Ballotti didn’t rule out further acquisitions to further grow the size of the company, which has been built up on a remarkable scale through purchasing other chains.

“Every 18 months we acquire and it’s been about 18 months since we acquired the last one,” he told me, noting the company had “nothing to announce today” but would look at acquiring a brand “if an opportunity presented itself that made sense and it was asset light and ticked all the boxes”.

“Every one of our 20 brands has been acquired with the exception of two [Wingate and Trademark],” Ballotti said.

Still on Las Vegas and I’ll be back in November for Expedia Group’s ‘Explore 2019’ Conference, where a lot of the talk is expected to be around the company’s huge deal with Marriott International to consolidate its global wholesale inventory through the online behemoth.

That deal means the wholesale inventory of Marriott’s 7,000–plus hotels across 30 brands and in 132 countries will be provided by Expedia Group’s B2B division – Expedia Partner Solutions – and the streamlining is expected to free–up a lot of the hotel chain’s staffing and technology costs.

You can find more on both of those stories – as well as plenty of fantastic features, including the highlights of the 2019 HM Awards – in our October issue.

Enjoy the read and I look forward to your feedback as always.

Yours in hospitality,

James Wilkinson Editor–In–Chief ar Aw

ds

Wyndham Hotels and Resorts CEO, Geoff Ballotti

MEET THE HM TEAM…

James Wells Publisher

Matt Lennon Deputy Editor

4 HM The Business of Accommodation

Adam Daff Group Sales and Sponsorship Manager

2019

HM

Adrian Tipper Creative Director

James Wilkinson jwilkinson@intermedia.com.au

Deputy Editor

Matt Lennon mlennon@intermedia.com.au

Group Sales and Sponsorship Manager Adam Daff adaff@intermedia.com.au

Contributing Writers

Dean Long, Michael Johnson, Sally Attfield, Peter McBrearty

Production Manager Jacqui Cooper jacqui@intermedia.com.au

Acting Circulations Manager

Troy Brookes subscriptions@intermedia.com.au

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23

Things You Need To Know The essential hotel and travel industry news and trends from across the globe.

Read more at HotelManagement.com.au.

01

Phillipa Harrison steps up to lead Tourism Australia Organisation promotes its first female Managing Director from within

THE NEXT LEADER of Australia’s primary inbound tourism body – Tourism Australia – has been named as Phillipa Harrison, installed in a permanent capacity after acting in the role for the past four months.

Harrison succeeds John O’Sullivan in the role, who departed in June to return to the private sector as Chief Executive Officer of Experience Co. Formerly TA’s Executive General Manager International, Harrison’s role previously oversaw a network of international offices while managing relationships with airlines, distribution channels and other industry stakeholders.

Harrison, a highly accomplished businesswoman through various roles in travel and tourism, becomes the first female Managing Director in Tourism Australia’s history and said the opportunity to take the helm represented a career high.

“My focus is very much on making sure that Tourism Australia continues to lead from the front, through creative and high impact marketing but also through the important distribution and partnership platforms we provide to industry.”

Harrison has been with Tourism Australia for three years.

“Ms Harrison’s extensive experience in the tourism industry and her contribution for over two years in the role of Executive General Manager of International, ensure that Tourism Australia will be well–positioned for growth.”

J el Exe cutive, Micha

“I believe Ms Harrison will be a great asset to the entire industry and have confidence that with her at the helm, Tourism Australia will continue to go from strength to strength.”

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8 HM The Business of Accommodation

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Within hours of being appointed, plaudits and well– wishes were flowing in as Phillipa Harrison was warmly welcomed to her new role.

oA AA

Industry welcomes Harrison as new TA leader

Lo ng

02

ief er Executive, Pet

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“She has an engaging personal style, is well–credentialed and highly respected throughout the industry and we congratulate her and wish her every success.”

THINGS YOU NEED TO KNOW

03

04

Expedia to become Marriott wholesale distributor

Wyndham sets 10,000 hotel target

Global wholesale inventory to be streamlined through Expedia Marriott International has moved to consolidate its global wholesale inventory through a single tech platform, signing Expedia Group as its sole optimised distribution partner for all wholesale rates worldwide.

The wholesale distribution agreement comes as part of an agreement between the two parties earlier this year. Optimised distribution for Marriott’s 7,000–plus hotel inventory across 30 brands and in 132 countries will be provided by Expedia Group’s B2B division – Expedia Partner Solutions in a move designed to simplify and improve the efficiency of Marriott International’s global distribution deals among third–party resellers.

Under the agreement, all third party resellers and room wholesalers will contract Marriott product through Expedia, utilising the company’s technology and service models. The agreement will also see one database of hotel information maintained to ensure hotel descriptions, room rates and fees are carefully managed to ensure all information is drawn from one singular resource.

One exception has been made to the rule, with tour operators drawing on rates for package preparation able to continue to contract rates directly from Marriott International but will also have the option of seeking rates from Expedia.

Expedia will soon carry 100% of Marriott’s wholesale room stock

Wyndham Hotels and Resorts CEO, Geoff Ballotti

World’s largest franchisor aiming for onemillion rooms worldwide

WYNDHAM HOTELS AND RESORTS is on target to reach a milestone of 10,000 hotels and 1 million rooms in the next couple of years as the company continues its robust expansion across the globe.

Australasia is one of the key regions helping that growth for the world’s largest hotel franchising company, with Wyndham’s portfolio of 40 hotels set to double on the back of strong demand.

The 20–brand strong company currently has approximately 9,200 hotels across more than 80 countries on six continents, representing some 817,000 rooms, and a pipeline of around 180,000 rooms, representing approximately 2,000 new hotels. In the second quarter of this year alone, Wyndham’s pipeline was up 16% year–on–year on a new construction basis, with a lot of the demand for new hotels coming out of the Asia–Pacific region.

“Our growth trajectory has been very consistent at between 2% and 4% on a net rooms growth basis [per year], which is about the same in terms as what we have been growing from a hotel standpoint on average at 3% per year,” Ballotti told HM at the company’s 2019 Global Conference in Las Vegas late last month.

In Australia and New Zealand, Wyndham has approximately 40 hotels in operation and has expectations to double the portfolio over the next couple of years, driven by strong demand for hotels under the Wyndham, Ramada, TRYP and recently–introduced Days Inn brands.

05

Quest flag planted in Liverpool, UK Brand eyes significant expansion throughout United Kingdom QUEST APARTMENT HOTELS has hit the Northern Hemisphere for the first time, opening the doors to guests for the first time at Quest Liverpool City Centre – its maiden property in the UK. Following a £10 million investment to transform a former commercial office complex into 100 serviced apartments, the new Quest property is located across the street from Liverpool Lime Street Station – the city’s primary connection to London and the rest of the UK. The property offers studio, one and two–bedroom apartments along with facilities including a fitness centre and chargeback options for selected local restaurants.

The debut of the company in the United Kingdom was the start of an expansion plan which, once critical mass had been achieved, could see the brand branch out

into cities throughout the UK including Manchester, Belfast, Glasgow, Leeds, Bristol, Birmingham, Edinburgh and throughout Greater London, the company said.

Quest Liverpool City Centre is across from Lime St Station

hotelmanagement.com.au 9

THINGS YOU NEED TO KNOW 06

Micro–hotel concept on its way to Adelaide

Adelaide’s new micro–hotel will be 15 storeys in height

Small yet comfortable rooms to be designed by Woods Bagot SOUTH AUSTRALIA WILL become the next state in Australia to welcome the micro–hotel concept sweeping the globe after hotel developer Hines Property received planning approval for a newbuild development in the CBD. Designed by Woods Bagot, the AUD$55 million, 15–storey property at 274 North Terrace will feature 253 small yet comfortable rooms aimed at short–stay visitors and youth travellers. Rooms are expected to range in size from 13–28 square metres in size.

Guest facilities will include a fitness centre, ground floor lobby, lounge and bar.

Construction of the new micro–hotel is expected to begin next year with a view to opening in 2021. At this stage, Hines Property said no management brand has been attached to operate the new hotel, however “a worldwide search” was underway.

Lancemore’s newest hotel will open in early 2020

Refillable dispensers are currently all the rage in hotels

07

Lancemore taking boutique brand to Melbourne CBD

Lancemore Crossley Street marks its fifth Victorian location AUSTRALIAN–OWNED BOUTIQUE hotel group, Lancemore, will open its seventh property early next year, confirming a new project in the ‘Paris end’ of Bourke Street in the Melbourne CBD. In collaboration with design firm Carr, the 113–room Lancemore Crossley Street will be located in a laneway near the Victorian capital’s theatre district and close to the Chinatown precinct. The property is currently undergoing an AUD$10 million renovation prior to the opening of the new Lancemore location.

Five different room types will be available from which guests can choose, each featuring original commissioned work from some of Australia’s most talented emerging artists. A rooftop terrace will be available for all guests to utilise and take in the city views.

Lancemore Crossley Street will be the fifth property for the group in the state of Victoria, joining stablemates in Werribee Park, Red Hill, Milawa and the Macedon Ranges.

10 HM The Business of Accommodation

08

Queensland to study state-wide plastic amenities ban Single–use plastic bottles are on the nose universally A RESEARCH PROJECT which may ultimately lead to a blanket ban of single– use plastic amenities across Queensland has been launched by a consortium of students and tourism entities in the Sunshine State.

Alongside Tourism Noosa’s ‘Refresh Noosa’ program, which aims to eliminate single–use plastic amenities in resorts and apartments throughout the region, the Queensland Tourism Industry Council (QTIC) and University of Queensland (UQ) are thinking bigger.

Students at the UQ Business School plan to look at the use and wastage of miniature amenities across Queensland and the opportunities available to switch to sustainable and refillable bottles. The final report is expected to be complete and available next month.

Under the Noosa initiative, a number of small resort and holiday apartment operators unaffiliated with any larger management companies are preparing to trial or switch to refillable amenity bottles. These include the Culgoa Point Beach Resort and Seahaven Noosa. In the Sunshine Coast city alone, more than two million single–use amenity bottles go to landfill every year.

THINGS YOU NEED TO KNOW

Tourists stayed away, but protestors didn’t 10

Ovolo Group calls for industry assistance in Hong Kong

Hotel extension will also add 72 new guest rooms

TripAdvisor data shows one-million fake reviews blocked in 2018 Company algorithms find nearly 5% of reviews were identified as fraudulent commercial advertising or marketing language in a review; were too long or contained other inappropriate material.

The year saw nearly 35,000 businesses subjected to a ranking penalty – which pushes their business down in search results – for violating TripAdvisor’s terms by posting fake reviews or incentivising a guest to post a review without merit or justification. Since 2015, TripAdvisor has h–level fraud hig de s y successfully te lo stopped 75 individual websites from selling reviews as a means of revenue.

hotelmanagement.com.au 11

lgorithms

NEARLY FIVE PER cent of traveller reviews submitted to TripAdvisor in 2018 violated the platform’s guidelines and were removed or rejected from the site, with nearly 3% due to fraud, a spokesperson said.

According to new data released by TripAdvisor, which trades heavily on its first–person user–reviews of travel products, experiences and destinations, more than 66 million first–person reviews were submitted to the site last year alone, with 2.7% identified as fraudulent by advanced detection algorithms.

The Review Transparency Report found more than two million reviews were either rejected or referred to a human moderator for further assessment. The main cause for a review to be rejected was for violations of TripAdvisor’s guidelines, which prohibits

a ion ct

Concept Development Application documents have been filed to the City of Sydney Council

by Event Hospitality and Entertainment detailing a major extension to the hotel and its facilities in line with the Council’s planned revitalisation of adjacent George Street.

The application proposes the construction of a new tower of up to 30 storeys wedged between the George Street frontage and the annexes of the State Theatre. QT Sydney plans to add 72 new hotel rooms across 13 storeys as part of the development, along with a conference centre and a rooftop bar catering to a maximum of 320 people, with office space to occupy the remaining 17 floors.

Subject to market conditions and approval processes, Event Hospitality said it expects the full project to take between 4–6 years to be completed. Demolition of the existing edifice at 468–472 George Street will include part of the construction project.

The bar design will see it wrap around the exterior of the existing façade, with an entrance available from the existing Level 2 reception area and enveloping the current Gowings Bar and Grill also operated by QT Sydney.

11

p

Rooftop bar coming in QT Sydney redevelopment

HONG KONG–BASED hotel brand, Ovolo Group, has called for assistance from the Hong Kong government to restore faith among travellers visiting the city, with tourism being hardest hit in the wake of recent political and social tension.

According to preliminary data for August from STR, demand for hotel rooms in Hong Kong plummeted 28.8%, with occupancy down 29.8% to 63.9% – the lowest for any month in STR’s historical database for Hong Kong.

Ovolo Group Founder and CEO, Girish Jhunjhnuwala, said tourism has always been a vital pillar of Hong Kong’s economy.

“It’s devastating to see the effect that the recent situation in our city has had on local businesses, particularly those of us in the hospitality industry,” he said.

m

09

Long–running protests crippled the city’s tourism image

TripAdviso re

QT’s new rooftop bar will wrap around Gowings Restaurant

THINGS YOU NEED TO KNOW

s rd Ca

Marriott’s new Midnight Hotel, Autograph Collection is now open 12

Canberra gets two new internationally-branded hotels Both Marriott and Hilton will expand in Australia’s capital city

TWO MAJOR NEW developments in Canberra will feature hotels from Hilton and Marriott, with the latter – Midnight Hotel, Autograph Collection – now open and welcoming guests.

The deal between Canberra property developer Geocon's hotel management subsidiary, Iconic Hotels, and Marriott International has delivered the lifestyle brand to the Australian capital.

Part of a $200 million mixed residential and commercial development in the inner–city suburb of Braddon, the Midnight Hotel marks the debut of Marriott International in Canberra and Australia’s second Autograph Collection after Pier One Sydney Harbour.

The 199–room hotel sits within a central landscaped garden atrium, each room featuring an individually commissioned piece of art from architectural designer and international artist, Thomas Bucich. Guest facilities include a signature restaurant and bar, indoor swimming pool within a wellness centre, conference and event space and a guest lounge.

Across town, papers have been lodged with the Australian Capital Territory Government for a proposal to build Canberra’ first Hilton, alongside a new Centre of Trade and Technology.

Among the $200 million, 253–room development will be 18 suites, signature restaurant and bar, fitness centre, swimming pool and spa facilities, space for meetings and events and a variety of luxury boutique retailers. No opening date has been set as the approvals process continues.

13

Focus on short-term letting regulation shifts to NSW State–wide definition of short–term letting to be introduced A DRAFT ‘CODE OF CONDUCT’ regulating the short–term rental accommodation industry, its hosts, guests, online booking platforms and letting agents is set to be implemented in NSW, the state’s government has announced.

Spearheaded by the NSW Government’s Department of Planning, Industry and Environment and Department of Customer Service, feedback is now being sought on the key proposed element to be brought in – an industry–led short–term rental accommodation property register.

The key objective of the new regulations is to generate a state–wide definition of short– term rental accommodation and to provide 12 HM The Business of Accommodation

planning instruments and guidelines under which residential premises can be used for short–term accommodation under certain conditions. Changes to planning laws would pass through parliament as part of a streamlined process.

Proposed regulation would include changes to planning laws

ha ve th es am e

func tionality as plastic

s ive nat r e alt

14

Wooden room keys now at Shangri-La Sydney Two–month trial currently underway at luxury hotel RFID–ENABLED ROOM key cards made entirely from wood will soon be deployed at Shangri–La Sydney as the hotel takes steps to reduce its environmental footprint via the phase– out of plastic alternatives.

Joining a growing trend among Australian hotels to introduce new sustainable practices, the initiative aims to curb the flow of departing guests inadvertently failing to return their room keys only to discard them later. Shangri–La Sydney loses more than 1,000 plastic room key cards per week in this way.

The wooden cards are operationally identical to the plastic alternatives and contain both the RFID chip and magnetic stripe along with signature panel, scratch–off panel and bar code needed to activate door locks.

The hotel has ordered 10,000 wooden key cards from US supplier LVE Vision as part of a two–month trial. The move builds on the hotel’s implementation earlier this year of a fully paperless check–in and check–out process – a move which cut 36,000 sheets of paper per month from the hotel’s operations.

Shangri–La Sydney is currently the pilot hotel undertaking the program, with a successful conversion likely to see the remainder of the group’s properties in Australia, the South Pacific and Asia follow suit.

THINGS YOU NEED TO KNOW

Quest Apartment Hotels Chief Operating Officer, David Mansfield

institutional investors – all the different dynamics at play in a managed environment. The owner has somebody else managing their business for them, but that person doesn’t actually have the skin in the game.

If they make a mistake, okay, you have to report on it.

You have to explain it. You’re still going to get a salary. But if a franchisee makes a mistake and things don’t go the way it should, that has an impact on the family unit. That’s a responsibility that I’m starting to truly appreciate. I’m very considerate of their children and that’s something that in my previous existence, I was just relating to the owner of the business. That’s very different.

From an operational perspective, what’s your involvement going to be in the growth of Quest in Australia and globally?

15

minutes with...

DAVID MANSFIELD He’s new to Quest but comes with three decades experience in the game.

HM chats with Quest’s new Chief Operating Officer, David Mansfield.

You’re about three months in with Quest. What is your plan for your first full year as the Quest Chief Operating Officer?

For me, my priority is to learn the model. It’s really working out where are the opportunities to capitalise on adjustments that can add better value and get that model relevant to today’s market, as well as where it needs to be in five years’ time. Not what it was doing in the past. Because if we’re not nimble and able to adjust to the current environment which is highly dynamic, very disruptive, very competitive, we will not grow the way we wish to. My goal is to ensure that discipline is there.

It’s understood. We’re learning from the management environment which The Ascott Limited provides.

We can’t deviate from the model, because the model is hugely successful. Again, 30 years, 170 properties.

Organically grown with no capital. We’ve got that piece, and then we have The Ascott Limited partnership, which has capital and has global influence. Getting those two elements together to be centred with something that’s quite robust, sustainable, that’s the magic. If we get that, then I think Quest will be a formidable brand, even more so, for years to come. n

I

I’m understanding what franchisees feel, being empathetic to their needs and wants.

guess for me, given my background of 30–odd years predominantly being in managed hotel environments, I’m on a learning curve because it’s a franchisee environment, which is a bit new to me. It’s exciting from what I’ve come from.

I’m at the stage of identifying where the nuances are between the franchisee and managed estate, so to speak, and seeing how the managed environment can add value to a franchisee’s environment. I’m understanding what franchisees feel, being empathetic to their needs and wants. Having that dialogue, that sort of conversation, I am starting to get a little bit more feeling of what it’s like to be in their shoes.

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I would say the passion and the relationship. What I’m seeing here is they’re family orientated businesses. When I started it was, you were 18 hours a day.

You were lugging bags. You were cleaning plates. You were doing various jobs, and that was quite challenging times whilst you were still getting paid.

Nowadays, you can impart the knowledge and the financial acumen and what it takes to run a successful business within the family generational change. That’s something that I’m starting to appreciate more so. In the management environment I’ve had in the past, I’ve had the full circle of ownership interests. Whether the individual owners, JVs, REITs or

e sfi an dM vi

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What are the biggest things you’ve learned in the last few months with Quest and what are the biggest differences that you’ve seen between what you’ve learned and 30–odd years in managed hotels?

hotelmanagement.com.au 13

Insta standouts

Comfort Hotels’ global rebrand ready to hit Australia

Four global hotels you need to follow on Instagram

All Comfort iterations now under one banner within Choice network

01 Hotel Café Royal, London, UK

@hotelcaferoyal

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CHOICE HOTELS ASIA–PAC has identified six Comfort–branded properties around Australia which will be the first in this region to adopt the wider company’s global Comfort rebrand.

The rebrand spearheaded by the company’s US headquarters will bring all Comfort iterations under one banner group–wide, including Comfort Inn, Comfort Suites and Comfort Inn and Suites. A new logo will complement the refresh, part of a multi–year transformation of all Comfort properties worldwide. In the Asia–Pacific region, the rebrand will be rolled out network–wide over 12 months.

The six properties taking on the upgraded logo and brand identity are situated in NSW, South Australia and Tasmania and include Comfort Hotel Olde Tudor in Prospect, TAS; Comfort Hotel Foreshore in Lauderdale, TAS; Comfort Hotel Bayside in St Helens, TAS; Comfort Inn Flinders on Main in Port Pirie, SA; Comfort Inn and Suites Riverland in Barmera, SA and Comfort Hotel Sydney City, NSW.

The Byron at Byron pool

02 1 Hotels

@1hotels

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03 Santa Monica Proper Hotel, California, USA

@santamonicaproper

Crystalbrook Collection buys boutique in Byron Bay Acquisition spree continues with Byron at Byron buy

04 Lindenderry, Red Hill, VIC

@lindenderry

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BYRON BAY HAS become the newest addition to the rapidly growing Crystalbrook Collection portfolio after the group purchased the 92–suite Byron at Byron beachfront resort.

The acquisition takes the group’s room count to 1,100 across Australia and becomes its third property in New South Wales either operational or in planning following The Little Albion in Sydney and the forthcoming ‘Kingsley’ in Newcastle – due to open in late 2020.

Byron at Byron is set within a 45–acre subtropical rainforest and features 92 suites, day spa, tennis courts and an infinity swimming pool, along with a one–hatted restaurant.

Trading continues as normal for the time being, with a takeover by Crystalbrook currently underway and expected to conclude later this year.

THINGS YOU NEED TO KNOW Sebel Moonee Ponds will sit in Melbourne’s horse racing hub

19

The Sebel on growth spurt in Sydney and Melbourne Three new Sebel locations confirmed in two weeks

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t is a readymade ap artm Wes y a en Qu tt l ow be e S

IT HAS BEEN a big month for Accor as its Sebel brand has experienced meteoric growth with three new properties set to join the network.

The company has restored The Sebel brand to the Sydney CBD, rebranding the former Quay West Suites Sydney to The Sebel Quay West Suites Sydney, effective immediately. The property becomes the 29th Sebel in Australia.

In Melbourne, two new properties have been confirmed, both of which will carry the Sebel name.

Prominent Melbourne development firm, Amber Property Group, will enter the accommodation industry for the first time under the guidance of Accor, with Sebel Melbourne Ringwood consisting of 103 apartments across a seven–storey development. Amongst the offering will be 48 studio apartments, 48 one–bedroom apartments and seven with two bedrooms. Guest facilities will include a fitness centre, two meeting rooms, restaurant and lobby bar / café.

In the city’s north–west, Moonee Ponds will also welcome the Sebel name as Accor confirmed its involvement in the new Mason Square community development near Flemington Racecourse.

The Sebel Melbourne Moonee Ponds will offer 97 serviced apartments across an eight–storey building.

Of these, 89 will be in a one–bedroom layout and nine more with two bedrooms. Each will offer a balcony and full kitchen facilities.

Guest facilities will include a fitness centre, meeting spaces, a New York–style restaurant, underground parking, while ground floor retail spaces will be leased separately to external parties.

Accor will work with Victoria’s prominent Brady Family on Sebel Ringwood

Enriching the way people live, work and play through architecture and interior design.

Proud to be the architects of Four Points by Sheraton Auckland.

Richard Dalman +64 3 366 5445

Four Points by Sheraton Auckland

design@dalman.co.nz dalman.co.nz

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THINGS YOU NEED TO KNOW

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Guests at QT can access a fleet of Minis during their stay

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QT Hotels signs 'Vroom service' partnership with Mini

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GUESTS STAYING AT QT Hotels and Resorts’ properties around Australia can now explore the local area around their hotel in a stylish Mini vehicle as part of a new partnership signed between QT and Mini Australia.

Decked out in colours including 'Midnight Black', 'Starlight Blue', 'Chilli Red' or 'Melting Silver'. The iconic collection of vehicles will be available in models including the Mini Countryman, Mini Convertible, Mini Clubman and Mini Hatch, with a different selection at each QT property.

Bookings for the vehicles can be made in advance of a stay and at the front desk on demand, subject to availability. EVENT Hospitality and Entertainment’s Director of Brand and Communications, Victoria Doidge, said QT Hotels was always looking for ways to enhance the guest experience.

“Handing over the keys to a room, with the keys to a MINI, certainly does that and we are excited to see where Vroom Service takes our guests.”

Accor’s new dual–branded Melbourne Airport hotel render

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Ovolo Hotels rocking new bathroom amenities range Amenities range inspired by rock and pop music A NEW SELECTION of bathroom amenities featuring retro and classic rock and pop music references on the labels has been introduced into all Ovolo Hotels across Australia and Hong Kong.

In partnership with Vanity Group, the new range of refillable in–room soaps, gels, body washes, shampoos and conditioner dispensers feature labels such as ‘Ain’t No Scrubs’, ‘Smooth Operator’ and ‘Right Hair Right Now’, with hand wash and balm offering up musical memories in tune with ‘Slow Hands’ and ‘Wash This Way’.

Products are free from parabens, sulphates, mineral oils, synthetic colours and animal testing. All bottles are HDPE recyclable and align with the initiative pioneered by Ovolo Woolloomooloo which has seen a 98% drop in its plastic levels going to landfill following the removal of all single–use plastic products from all properties.

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Construction underway at Accor’s Melbourne ‘Hive’

Dual–branded hotel will be steps from the airport terminal CONSTRUCTION HAS NOW begun on Melbourne Airport’s new ‘The Hive’ precinct, which will be home to a dual–branded Accor hotel operating under the four–star Novotel and three–star Ibis Styles brands.

The new development, located a few minutes’ walk from Melbourne Airport’s Terminal 4, comes at a time of great expansion for the transport hub as it prepares the infrastructure to handle double its current passenger load, which it is expected to reach and potentially exceed within 20 years.

The combined hotel will offer 216 rooms under the Ibis Styles brand and 248 marketed as Novotel in an L–shape building incorporating seven of the available ten storeys. Guest facilities will include a shared ground–floor lobby, conference and meeting rooms, swimming pool, wellness centre, fitness centre, café, bar and combined restaurant facilities. Once open in early 2021, it will be the first new hotel to be developed at Melbourne Airport since 2002.

On the other three storeys will be a childcare facility and 10,000 square metres of office space, which will be occupied by Federal Border Force and the Agriculture Department.

THINGS YOU NEED TO KNOW The indoor swimming pool at Avani Adelaide Residences

23

Avani expands Australian network in two capital cities New Adelaide location coming in Avani brand expansion

ADELAIDE WILL BECOME a new dot on the network map of Avani Hotels, while the popularity of the brand in Melbourne will see a second apartment hotel opened in the Victorian capital, parent firm Minor Hotels has announced.

Two years after the entry of the brand into Australia and New Zealand, the company said market demand has necessitated the expansion into South Australia, with Avani Adelaide Residences set to feature 76 studios and multi–bedroom apartments, each with kitchen and laundry facilities. The property also features a heated swimming pool, cinema, library, fitness centre with steam room, sauna and golf simulator.

Similarly, guest demand for apartments in Melbourne has warranted the need for Avani to increase its presence to two locations. Avani Melbourne Box Hill Residences will offer 75 one and two–bedroom apartments with full kitchens. A heated infinity pool, sauna and rooftop recreation facilities with views over the Dandenong Ranges will also feature.

Both properties are on track to opening before the end of 2019.

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HM x IHG PROMOTION

Banishing excess for a

Brighter Future IHG is stepping up its war on waste in a big way with the introduction of some new global and local initiatives that make a difference to the world, and the hotel bottom line.

20 HM The Business of Accommodation

COVER STORY

I

n July, InterContinental Hotels Group announced a world first with its bold pledge to migrate its entire global estate of more than 5,700 hotels and almost 843,000 guest rooms to bulk–size bathroom amenities, with the transition to be completed during 2021. It has been great to see others follow suit since.

KEITH BARR, CEO, IHG

“Switching to larger–size amenities across more than 5,700 hotels around the world is a big step in the right direction and will allow us to significantly reduce our waste footprint and environmental impact as we make the change. We’re passionate about sustainability and we’ll continue to explore ways to make a positive difference to the environment and our local communities.”

The global ‘A Greener Stay’ initiative has been heralded as a big win for both the environment and the bottom line. Guests are incentivised to opt out of housekeeping in return for IHG Rewards Club points for each night they stay. Since the start of 2019, more than 17,100 room nights have activated the offer, saving up to 68,000 toiletries and more than $250,000 in costs.

Here in Australia, IHG is moving fast and making a difference with meaningful partnerships that support two of its global responsibility pillars: Waste Minimisation and Skills & Education.

First and foremost is its ‘Awesome Partnership’ with OzHarvest – one of Australia’s best–known charities – which kicked off at the start of September and will see the two parties work together on two key areas: 1. Food Rescue: fighting food waste through the rescue of surplus food from our hotels 2. Nourish Program: Scholarships for at–risk youths (16–25 years old) to earn a Certificate II or III in Hospitality Not only will IHG activate food rescue across its entire network, the group will fund at least 10 Nourish scholarships – as well as provide on–the–job training, mentoring, hotel visits, work experience and engagement opportunities with IHG’s F&B teams. The collaboration between the two parties will not only reduce waste and help people in need, it will assist in the industry–wide skills shortage by introducing and training new talent to come into hospitality – which is a top priority for the industry.

RONNI KAHN, CEO & FOUNDER, OZHARVEST

“I want to acknowledge and thank IHG for coming on board as one of our Awesome Partners. A partnership is valuable when values are aligned, and what’s so beautiful with IHG and OzHarvest is we are both committed to sustainability and the health and wellbeing of our community. There is surplus in our community whether we like it or not: IHG creates food, we need food, so it makes sense that we work together to rescue surplus food and feed hungry Australians.

The partnership also means an additional ten 16–25– year olds will go through life–transforming skills training and will now have the opportunity to get experience and possibly employment opportunities in an IHG hotel.

It’s an extraordinary opportunity for a young kid who would never, ever have that opportunity without the synergies between IHG and OzHarvest.

We are so excited to be working closely with the passionate IHG family to make a difference in the world.”

To put the waste reduction crusade into action, IHG is implementing Winnow Vision across its estate – a new tool that allows kitchens to automatically track and reduce food waste using artificial intelligence.

“We could not be prouder to now be an OzHarvest ‘Awesome Partner’ ” .

Leanne Harwood, Managing Director – Australasia and Japan It’s already up and running in 10 Australasian hotels, and the great news for owners is that the implementation cost is far outweighed by food and waste collection costs – which makes it a no–brainer.

Beyond plastic and food waste, nearly all IHG hotels are working with Soap Aid to collect, sort, clean and reprocess hotel soap into fresh, hygienic soap bars for distribution to targeted communities around the world.

Hotels themselves are independently looking for ways to make a difference at the local level, including voco Gold Coast using bedding made from recycled materials; Hayman Island by InterContinental banning plastic bottles and installing a glass–to–sand crusher wand Pro–invest’s Holiday Inn Express Melbourne Southbank setting the design standards in energy efficiency, drawing on a $39 million investment commitment from the Clean Energy Finance Corporation (CEFC).

The great news is that it’s not only doing good in the world, it saves cost, enhances guest experience and even helps in attracting talent that now expects this kind of approach from their employers.

LEANNE HARWOOD, MANAGING DIRECTOR, IHG AUSTRALASIA & JAPAN

“The hospitality industry has an important role to play in sustainability, and IHG is so genuinely proud to be a leader, both here in Australasia and globally.

“We could not be prouder to now be an OzHarvest ‘Awesome Partner’. We passionately support OzHarvest’s vision is a world without hunger, a world with no waste, and a world where everyone can live a sustainable life.

It makes sense that we don’t try to do it alone, instead we partner with the experts who are already making a difference in Australia every day, hotelmanagement.com.au 21

HM Q&A | LEADERSHIP

Paul Constantinou

Empire Records

PAUL CONSTANTINOU AM HAS BUILT AN EMPIRE

BY APPLYING THE FRANCHISE BUSINESS MODEL ON SERVICED APARTMENTS. TODAY, QUEST APARTMENT HOTELS HAS MORE THAN 10,000 APARTMENTS AND NEARLY 200 LOCATIONS IN ITS AUSTRALIAN NETWORK AND IS EYEING GREEN PASTURES FARTHER AFIELD.

Thanks for your time Paul. Is it perhaps emblematic of the strength in the Quest network that your recent conference was held at a venue as large as RACV Cape Schanck?

A

bsolutely. I think part of our growth is relying on our franchisees and having good quality people. At the end of the day, while you create good businesses, you need good people [and to] support them in their aspirations to create their wealth in owning a business. From that come others that want to join the group, which allows our growth to continue.

Can Quest’s success be put down to any single factor? Or have market and societal changes such as urban sprawl and changing corporate demographics worked in Quest’s favour?

We have always been on the path of trying to open between eight to ten a year. That’s based upon the demand from our corporates and where they need to stay, so it’s not as if we just want to open up businesses for the sake of it. Some of the locations 22 HM The Business of Accommodation

Paul Constantinou and Kevin Goh, The Ascott Limited CEO, which bought a majority stake in Quest Apartment Hotels in 2017 The newest member of Quest’s Australian network opened in September 2019

where they want to be, it’s hard to get into. Some are remote and so remote, they’re not city–based. Generally speaking, you’ll look at the profile for the locational spread of Quest. It typically doesn’t sit in the cities so we focus more on the worker and where they’re based, so we can look at the industrial growth and the industrial trend of the market within Australia and in fact globally now.

They’ve exited the city. Take a look at Sydney – you’ve got Macquarie Park, North Ryde, Campbelltown, all the way out in the west and even in the East now.

We’ve been fortunate that we picked this trend some 15–20 years ago and we’ve followed that trend of where our corporates are going as opposed to where developers want to be. That’s why it’s been hard sometimes to find a developer because it probably wasn't that exciting doing Quest opened its largest Australian property earlier this year, with Quest NewQuay in Melbourne offering 221 apartments

HM Q&A

Three decades of Quest growth It has been a careful and calculated rise to the top for Quest.

1988

Quest opens its first apartment hotel – Quest Royal Gardens – which continues to exist today

1995

It takes seven years but Quest opens its second hotel at Quest West End. A growth spurt is imminent

1998

Only three years later, Quest’s tenth hotel – Quest Williamstown – is opened

1999

The stakes are raised as the company’s first property with more than 100 serviced apartments is opened in Townsville (141 apartments)

2000

The new millennium sees Quest reach 1,000 apartments in its network via the opening of Quest on Bourke in Melbourne

2007

Quest hits 50 properties nationwide with Quest Carlton on Finlay

2008

It takes 20 years for Quest to be in every state and territory but with Quest Alice Springs, the Northern Territory is on the map

2019

Quest is firmly at icon status now as Quest North Sydney takes the group past 10,000 apartments network–wide

Paul addressing delegates at Quest’s 2019 conference with Quest New Zealand CEO, Stephen Mansfield (left) Quest St Kilda Road – A core element to the success of Quest Apartment Hotels is a formulaic approach to apartment design, with minimal flexibility to suit client markets

a development in Campbelltown or Bella Vista 15 or 20 years ago, but today it’s where you need to be because that’s where our customers need to be.

Quest has been a hugely successful brand in Australia, New Zealand and a few other countries nearby. And you’ve just opened in the UK. How is that new challenge developing?

The biggest challenge we have is not to reflect on the past, but the challenge is to understand what the drive is. What are the things we need to do to take that next step into the next 10 years? What does that look like? In this ever–changing world of disruptors and distractions, you’ve got to be agile, you’ve got to be nimble.

You’ve talked about it being difficult to find the good developers, but is it equally as difficult to find the good franchisees?

Absolutely. We go through a lot of people that are interested. It’s more around the character of the

franchisee. There are a lot of people that come to us with money that want to buy, but what we’re looking for is people are not so much about the equity or the background, but the passion to grow their wealth.

Hence, you’ll find a lot of the people here…they’re young. They’re not the old mature people like me that may have a few dollars to go and buy a business.

We tend to see that as lazy money. We want people to transfer equity, challenge themselves to grow that equity, so it’s the passion and growth.

We’ll go through about four hundred potential franchisees and if we can get ten to fifteen new ones, we’re doing well.

Your first location in the UK has just opened, which is ground–breaking expansion for any Australian company and as a brand with the ability to expand quickly, are you already looking at more sites in Britain?

There’s a number that we’re looking at. It will be a similar process in that we’ll stay out of the city of London but will be in the areas of Manchester. We’ll

probably go out to Leeds and all those areas that are supporting growth areas, and especially where the main arterial roads are driving the main traffic flow.

The good thing about the UK is it’s not as if we’re just going there because I thought it was a good idea – we’ve been looking at that market for the last ten years. What we’ve been trying to understand are the demographics of the traveller. They’ve had serviced apartments over there for many years as well, but I’ll say Australia is leading the way in terms of having the whole building as a serviced apartment.

As you’ve said, corporate is moving further out of the cities and into the regional areas.

Are all the new developments prepared for the future growth in their regions? Or are you finding that the life span of one particular building may be shorter and you’ll have to knock it down and rebuild, or redevelop?

That’s an excellent question because I go back to our first business we opened in 1988. Royal Gardens still exists today. The challenge is not so much the structure. A hotel is different. A hotel is more around the amenities you’re providing to the really short term one or two–night stay corporates, who are looking at facilities like conference space, food and beverage. They have a changing profile in terms of what restaurants were. Fine dining back in the old days was a must in a hotel. That’s not a must today.

In our business we’re basically accommodating people in rooms. So when we look at our building, if you took away all the signage and all the things that we put in, it’s an apartment building, so it’s geared for the long term.

The natural sustainability of that building can last a lot longer, so when we go into an area such as Townsville – and we’ve now got our second property in Townsville – the first one has been there twenty years. The issue is how you maintain and set the disciplines of maintenance and refurbishment so you can beat longevity. n hotelmanagement.com.au 23

PRESENTS

AAoA Queensland State Advisory Board Update

The Queensland Board took the opportunity to meet new CEO Dean Long, with topics on the agenda over lunch including unregulated accommodation, land tax and the skills shortage.

AAoA Academy interns come from all walks of society

AAoA Academy in session

The Accommodation Association of Australia is taking strides toward addressing one of the industry’s biggest issues – how to attract people to work in hospitality.

Th e

THROUGH THE AAoA Academy, the team has created a solution to bridge the gap between youth unemployment and the rising vacancies in the sector. AAoA engaged the industry and has designed a program that is supporting youth through internships.

The program is an intensive practical schedule of workshops and activities that enables youth to gain confidence and skills through training and mentoring and learn how to conduct them themselves in the workplace. Through support and education, the candidate can gain an understanding of what an amazing opportunity hospitality can provide if he or she works hard and have a passion to learn.

The AAoA has rolled out programs all over Australia and have had many success stories.

One such story is of a young lady who was unemployed for over two years with high anxiety levels and personal issues. Through the AAoA’s internship, she attended the course and learned to listen and take feedback, but ultimately found out what it felt like to be supported and encouraged. She has now been employed and benefits from an opportunity that, in her words, “changed her life”.

Key to the success of AAoA programs is the education process undertaken by hotel team members on how to support candidates coming into a new and very daunting work environment, and the support and encouragement provided to young people on what the industry has to offer.

We look forward to sharing many more success g stories in the future and encourage any hotels that have to r st fill du not engaged this program to contact academy director, Troy n vac i ancies across the Schufft at Troy.Schufft@aaoa.com.au.

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AAoA Academy

24 HM The Business of Accommodation

THE QUEENSLAND STATE ADVISORY BOARD (SAB) Chaired by Mark Hodge met on Tuesday 16th July and discussed a number of issues specifically relevant to Queensland. This was a great opportunity for the SAB to welcome our new CEO, Dean Long. Major topics under discussion included unregulated accommodation; Land Tax on Foreign Investors; skill shortages for the industry and how the AAoA is working with Federal Government in this area; and the incredibly high cost of insurance, particularly past the Capricorn Region as well as the lack of insurers prepared to look at insuring in the Region. A full policy paper is currently being drafted to ensure our strategy moving forward is clear, realistic, direct and fully transparent to members.

Following the meeting, a number of General Managers from Brisbane hotels joined the CEO of Tourism and Events Queensland (TEQ), Leanne Coddington, for a boardroom lunch and talks on what has been happening across the State. Leanne discussed the Queensland Experience Framework, which will guide TEQ’s marketing activities by focusing on Hero Experiences that have the best potential to drive visitation and expenditure. The Framework will also identify Queensland’s ‘Best of the Best’ tourism operators and guide the future development of quality and innovative experiences. Other topics covered included an update on the importance of Major Events to the state.

KEY NEWS

AAoA Victoria State Advisory Board Update

It has been a busy time for the AAoA Victoria team with many events taking place THE ACCOMMODATION ASSOCIATION Victorian State Advisory Board and members met with the Hon Martin Pakula MP – Minister for Tourism, Sport and Major Events – at the newly opened Novotel Melbourne Central Hotel restaurant ‘Pretty Boy Italian Steak House’.

This meeting presented an excellent

Martin Pakula MP (centre) with the AAoA Victoria State Advisory Board

opportunity for the accommodation association to discuss issues affecting the Victorian Visitor Economy in the lead up to the Victoria Budget.

Recently, the Accommodation Association held a Visitor Economy Market Update hosted by the Melbourne Convention Exhibition Centre (MCEC). The Chief

Executive Officers from Visit Victoria, MCEC, Melbourne Convention Bureau (MCB) and the City of Melbourne, Director City Economy and Activation provided insightful presentations on Brand Melbourne Marketing, forthcoming major events visiting the city and marketing strategy to drive visitors to Melbourne.

gi on al

PERTH & WESTERN AUSTRALIA MARKET UPDATE – HOSTED BY INGOT HOTEL

Vic tor

ia

Events Roundup e Th

D e ea Our Perth and Western Australia Accommodation Market nR nL yi c ong i l covers AAoA po Update event was a unique experience of presentations, industry results, connection and conversation. Thank you to our speakers – Troy Schufft and Dean Long (AAoA), Jarrod Mander (Tourism Australia), Tom Chappel (STR) and Damien Little (AHS Advisory).

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BENDIGO REGIONAL FORUM – HOSTED BY QUALITY LAKESIDE HOTEL

A very big thank you to Quality Hotel Lakeside for hosting our forum and our speakers Dean Long and Michelle King (AAoA), Tom Chappel (STR) and Terry Karamaloudis (City of Greater Bendigo) for the informative update and sharing your thoughts.

BALLARAT REGIONAL FORUM – HOSTED BY MERCURE BALLARAT HOTEL

Thank you to those who attended the Accommodation Association of Australia’s Ballarat Regional Forum – hosted by Mercure Ballarat Hotel and Convention Centre.

We are pleased to have brought together such an amazing group of people. Thank you to our speakers Dean Long and Michelle King (AAoA), Tom Chappel (STR) and Angelique Lush (City of Ballarat) for an informative forum.

A variety of industry speakers addressed the WA crowd

s Fe

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UPCOMING EVENTS TO LOOK OUT FOR! 28 NOVEMBER 2019 Gold Coast Christmas Drinks – hosted by Hyde Paradiso, Peppers Soul, Surfers Paradise

03 DECEMBER 2019 Brisbane General Manager Briefing Venue TBC

hotelmanagement.com.au 25

ain

TECH NEWS

AN HM x RMS PROMOTION

A suite at The Royce

Insid

TECH STEPS UP Upgrading its technology to the RMS Cloud property management system has made a “huge difference” to operational efficiencies at the Royce Hotel, Melbourne.

O

ne of Melbourne’s best boutique properties, The Royce, occupies a stylish art deco building which, for many years, was the home of a Rolls Royce dealership near the Royal Botanic Gardens at Melbourne’s eastern city edge.

With 100 rooms, The Royce oozes 1920s style and has a stellar reputation for quality hospitality. General Manager, Ricky Crannitch, says switching to RMS Cloud has empowered management.

“We’re a boutique hotel with quite a small management team so to be able to change rates from home or adapt to busy event periods really quickly has made a huge difference to the way we work,” he says.

“It’s so much better than having to be on site to do everything.”

Another winner for Royce has been RMS Digital Registration Cards. Crannitch says there are two significant benefits from the digital registration system, completed by guests on iPads set up on the registration desk.

26 HM The Business of Accommodation

oyce’s elegant l e Th e R obb

y

''If you print out 100 reservation cards a day, seven days a week, it adds up.''

The Royce General Manager, Ricky Crannitch

“The first thing is we’ve been able to lessen our environmental impact. We’re only a small hotel – 100 rooms – but if you print out 100 reservation cards a day, seven days a week, it adds up, so for us that is a huge positive.

“The second one is the security side of things. I think there’s a certain peace of mind for our guests in that their personal information is being electronically stored and looked after rather than being printed on bits of paper –it is more efficient.”

He says the Royce, managed by Saltwater Properties, has a loyal clientele of corporates through the week and leisure on the weekend.

Business has remained constant despite an increase in Melbourne’s hotel room supply. “We have very strong occupancy and I think our location is major advantage; a lot of people like being close to the city but not right in the heart of the CBD.” n To learn more, visit www.rmscloud.com

11,072,37

global check ins

The PMS you need to check out Over 6,000 hotels, apartments and holiday parks, across 30 countries, trust RMS with their property management. Get a free demo to see why at www.rmscloud.com

HM x ACCOR PROMOTION

Be inspired by

Art Series Hotels

I

nspired by and dedicated to Australian contemporary artists, each Art Series hotel infuses its namesake artist’s works and personality throughout the hotel to create unique art–inspired experiences.

With original artworks, sculptures and prints adorning the walls and halls of each hotel, the multifaceted art inspired experience is complete with dedicated in–room art channels, art libraries, art tours and art utensils on supply to guests.

Since acquiring the brand a little over one year ago, Accor has continued to grow the brand with two incredible new Art Series hotel openings this year alone – The Fantauzzo in Brisbane and The Adnate in Perth – and has numerous other opportunities in its pipeline, which will further invigorate the Group’s lifestyle hotel offering.

“Hotel guests are far more experienced and discerning than ever before and we’re finding developers and owners are exercising greater imagination and flair to deliver assets to meet this,” said Accor Chief Operating Officer Pacific, Simon McGrath. “We are actively pursuing opportunities to launch more Art Series hotels across Australia and the wider Pacific region.”

Accor’s nine Art Series hotels are currently found in Melbourne, Brisbane, Adelaide and Perth.

These boutique properties are well suited to both leisure and corporate travellers and are located in some of Australia’s hottest art and cultural hubs, of which Accor already has a long–standing and high performing presence.

For more information on Art Series hotels, visit www.artserieshotels.com.au

Swim and enjoy the sunset at The Chen’s rooftop pool

28 HM The Business of Accommodation

Art Series Hotels transformed the Australian hotel market with a guest experience transcending the traditional when it launched in 2009.

Wall space is difficult to find in The Blackman’s lobby

ACCOR NEWS

The Art Series hotels THE CULLEN, MELBOURNE

The Cullen, a bold and splashy urban tribute to late artist Adam Cullen, was the first Art Series hotel to open in 2009. Located in the trendy and eclectic Melbourne suburb of Prahran, the hotel features 119 suites inspired by the enfant terrible of the Australian art scene. The Cullen exhibits Adam Cullen’s brightly coloured works from his infamous Ned Kelly series, along with two life–size cow sculptures and a portrait of Australia’s greatest racehorse, Phar Lap.

THE OLSEN, MELBOURNE Perth’s past, present and future Indigenous leaders adorn The Adnate’s exterior

NEWEST OPENINGS THE ADNATE, PERTH

Creature comforts and elegant design are the hallmarks of The Olsen.

Built to honour Australia’s greatest living painter, John Olsen, The Olsen on Chapel Street South Yarra focuses on The Art of Creature Comforts.

The 224–room property is home to 494 of Olsen’s lyrical works along with a range of indulgent creature comforts, including a glass–bottomed swimming pool and The John Olsen Penthouse.

Inspired by the powerful multicultural portraiture of renowned Australian big wall street artist Matt Adnate, Accor’s newest Art Series hotel will open in Perth this month. The hotel features one of the world’s largest ‘mega murals’ – a monumental artwork spanning 25 storeys and the largest ever painted by Adnate. Embodying past, present and future, its subjects gaze over the cityscape in a breathtaking portrayal of Perth’s cultural and community connection throughout the years. Colourful and soulful, the 250– room hotel is an open invitation of hospitality and discovery, with city views, outdoor pool, restaurant, bar and gym. In the lobby, two original canvases greet with awe–inducing detail, while two large– scale murals and 650 giclée prints of Adnate’s most–recognised works weave their way throughout.

THE BLACKMAN, MELBOURNE

THE FANTAUZZO, BRISBANE

The Watson draws inspiration from Indigenous artist Yannima Pirkarli Tommy Watson. Located in Adelaide’s Walkerville, the hotel opened in 2015 and features Watson originals and prints throughout its 114 self– contained suites. Its large communal spaces are enriched by splashes of desert colour.

Accor opened the doors to The Fantauzzo at Brisbane’s hottest new cultural hub, Howard Smith Wharves, in March this year. Carved into the cliff under Brisbane’s iconic Story Bridge, The Fantauzzo is a masterful blend of architecture, nature and art. Inspired by acclaimed Australian painter Vincent Fantauzzo, the stunning six–storey hotel is an immersion in creativity and contemporary luxury on every level.

The $100m flagship hotel enjoys a stellar location, raw charisma and breathtaking views of the Brisbane River and CBD. With 166 suites, The Fantauzzo also includes the relaxed Italian eatery Polpetta on the ground floor, a rooftop pool and Fiume bar, gym and state–of–the–art function rooms. Seven original artworks and 500 giclée prints feature throughout the hotel.

Images of the late Charles Blackman’s Alice in Wonderland Series adorn all corners of The Blackman, which opened on the prestigious St Kilda Boulevard in 2010. An instant hit, the 209–room hotel creates a dreamlike, whimsical atmosphere for guests.

THE LARWILL, MELBOURNE

The Larwill, which opened in Melbourne’s thriving suburb of Parkville in 2014, encapsulates artist David Larwill’s childlike freshness, which established him as one of Australia’s leading figurative expressionists.

The boutique hotel draws inspiration from David’s studio and is the perfect place for contemplation, creation and inspired thinking.

THE WATSON, ADELAIDE

THE JOHNSON, BRISBANE

Set in Spring Hill, The Johnson takes its design cues from celebrated Australian abstract artist Michael Johnson. This luxury hotel was opened in 2016 and boasts 96 self–contained, open plan suites and a myriad of stunning guest spaces.

THE CHEN, MELBOURNE

Vincent Fantauzzo’s 2008 Archibald Prize entry of Heath Ledger – painted three months before Ledger died – is immortalised at The Fantauzzo

A

Chinese–born Australian abstract artist Zhong Chen was the inspiration for The Chen, which opened in 2017 in Box Hill. Chen’s work, which is influenced

by Chinese calligraphy, is featured throughout the hotel’s 100 open plan style suites and common areas. n

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hotelmanagement.com.au 29

PRESENTS

Accommodation stars shine at National Awards

ren Lau L–R

THE ANNUAL AHA National Awards for Excellence ceremony gathered together the industry’s best from right across Australia last month.

Taking place at The Star Gold Coast, the team from Crown Towers Perth walked away with the coveted Overall Hotel of the Year award – one of the night’s major categories.

Executive Manager for Crown Towers Perth, Andrew Cairns, accepted the prestigious national award in front of a crowd of more than 500 VIP and industry guests.

TAA NSW and National CEO, Michael Johnson, paid tribute to the efforts of Mr Cairns and his team.

“There’s no doubt Crown Towers Perth really does set a high standard, not only nationally but internationally as well,” he said.

“Congratulations to Andrew and his team – well done.”

The Darling at The Star Gold Coast won Best Deluxe Accommodation and Best Redeveloped Hotel.

Outstanding achievement in Training went to the Grand Hyatt Melbourne.

The national title for Best Superior Accommodation was won by Maylands Lodge in Tasmania, while the Holiday Inn Melbourne on Flinders won Best Mid–Range Accommodation.

Crowne Plaza Hunter Valley won Best Environmental and Energy Efficiency Practice, while Fairmont Resort & Spa Blue Mountains, MGallery

by Sofitel was awarded the nation’s Best Meeting and Events Venue.

Best Marketed Hotel was won by The Island Gold Coast.

Best Restaurant went to Hardy’s Verandah Restaurant, Mount Lofty House in South Australia while Best Accommodation Hotel Bar was won

by Alibi, Ovolo Woolloomooloo in Sydney.

eir aw ard s

The best accommodation hotels from around Australia for 2019 have been named at the AHA National Awards for Excellence at The Star Gold Coast.

Jo th hn ith son w n and Yvonne Qia

The award for Best Tourism Initiative went to Voyages Ayers Rock Resort.

Mr Johnson paid tribute to the hard work of staff “who work tirelessly each and every day to ensure Australia’s accommodation sector is second to none.”

Nick Warner of Holiday Inn Express Brisbane was joint winner of Hotel Industry Rising Star, while Yvonne Qian of the Sheraton Melbourne Hotel walked away with the national award for Employee Excellence in Service.

Laurent Johnson of Melbourne’s Marriott Hotel won National Front of House Employee of the Year.

All finalists at the national awards previously won their state divisions.

Minister meets TAA leaders TAFE NSW partnership on the agenda with Minister Cash

TAA NSW and National CEO, Michael Johnson along with AHA WA CEO Bradley Woods and TAA National Chair Martin Ferguson recently met with Federal Minister for Small and Family Business, Skills and Vocational Education, Senator Michaelia Cash and her senior advisors in Canberra.

Top of the agenda were the ongoing skills and labour shortages affecting the accommodation sector nationally.

“The skills shortage and VET programs currently under review were a major topic of conversation,” Mr Johnson said.

“We had a lengthy discussion with the Minister – who gave us a good hearing.

“TAA is already working on long–term options to address the skills shortage – including a partnership with TAFE here in NSW. “As the industry’s peak accommodation body we will continue to drive this issue in coming months.”

30 HM The Business of Accommodation

L–R Andrew Cairns, Crown Towers Perth accepts Overall Hotel of the Year from presenter James Brindley, Lion Beer Australia at the 2019 AHA National Awards for Excellence

L–R Bradley Woods, Senator Michaelia Cash, Martin Ferguson and Michael Johnson

WORLD OF TAA

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Michael Johnson meets ALP leaders

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Tourism Accommodation Australia NSW and National CEO Michael Johnson recently met with key members of the ALP Shadow Ministry, including Federal Opposition Leader Anthony Albanese, Labor Deputy Leader Richard Marles and Shadow Minister for Foreign Affairs, Senator Penny Wong.

“These meetings provided a great opportunity to discuss issues of concern for our TAA members nationally,” Johnson said.

“Issues raised included the skills shortages, skilled migration and industrial relations.”

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TAA meets with Federal Opposition

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TAA NSW all in for new Sydney hotels Association welcomes planning review

Michael Johnson addresses summit delegates

TAA Market and Economic Summit Biannual outlook summit attracts 150 to Sydney Summit The ongoing jobs and skills shortage was among the major issues discussed at the TAA NSW Market and Economic Outlook summit held recently.

More than 150 hotel and accommodation representatives attended the bi–annual seminar at Rydges World Square. TAA NSW and National CEO, Michael Johnson, said the morning was broken up into four different sessions with the first focusing on national issues of concern.

“This seminar was the perfect opportunity to update members on a range of important issues including the important steps TAA is taking when it comes to the jobs and skills shortages affecting the accommodation sector nationally,” he said.

“Other major issues discussed included migration policy and its impact on the workforce, short–term rental accommodation in NSW with the implementation of the code of conduct and rate parity issues being experienced by a number of hotels."

Deloitte’s Adele Labine–Romain gave an overview of current tourism statistics, areas of growth and decline and the potential impact on occupancy rates going forward. Whilst the China market has flattened, the Indian market has seen strong growth. International visitor trips are forecast to grow by 6.2% and visitor nights by 5.9% on average each year over the next three years.

The annual summit is a popular event for TAA NSW members, with the next update scheduled for the first quarter of 2020. Registrations open in December 2019.

TOURISM ACCOMMODATION AUSTRALIA NSW has backed new hotel developments in Sydney’s CBD, praising moves by NSW Premier Gladys Berejiklian to request a review of the planning rules cited in the rejection of a proposed $500 million, 61– storey tower at The Star Sydney.

TAA NSW and National CEO, Michael Johnson, said the 220 room ‘six–star’ hotel was needed in Australia’s only global city.

“You really need new six–star hotels to attract the high–end traveller and ensure Sydney remains Australia’s gateway city.”

“We are always judged on our highest levels of accommodation and the Star Entertainment Group’s development at Pyrmont will help place Sydney in a stand–out position.

“To have such an iconic hotel rejected in the first place was disappointing and we welcome the strong action by the NSW Premier and await the results of the review into planning rules for Pyrmont and the Western Harbour.

“This is a great opportunity to have a new iconic hotel in our city supporting local jobs, the economy and the hotel and tourism sector.”

Mr Johnson welcomed news developers of a $700m luxury hotel in the heart of Sydney’s CBD can now submit a State Significant Development application for the project.

He said NSW Planning Minister Rob Stokes should be praised for allowing the 55–storey Bligh Street hotel to finally enter the detailed planning phase after months of delay.

“Developments like this proposed 440– room luxury hotel for Bligh Street help cement our status amongst high end travellers in particular – a vital part of the market.” hotelmanagement.com.au 31

OPINION

One small step for industry

A new era at the TAA

Ensuring accommodation businesses operate in an environment that promotes growth is a key remit of the Association, writes AAoA CEO, Dean Long.

2019 has marked the start of a new era for Tourism Accommodation Australia and our members right around Australia, writes TAA CEO, Michael Johnson.

I WOULD LIKE to take this opportunity to send a big congratulations to all the winners and finalists at the HM Awards. It was a fantastic night and a great opportunity to celebrate the achievements of the products and people in this wonderful industry.

Congratulations to Leanne Harwood, Managing Director, Australasia and Japan, InterContinental Hotels Group and Accommodation Association of Australia board member, on winning the Australasian Hotelier of the Year. A very fitting testament to her drive and commitment to growth in leading the team.

One of the industry’s biggest issues for the past few years has been the growth of unregulated accommodation, with State Governments around Australia moving slowly to recognise that there is a need for regulation to both level the playing field and to address the negative economic and social impacts of short–term rental accommodation.

This point was made in our submission to the Legislative Council Select Committee inquiry into short–stay accommodation in Tasmania last year and in various submissions to the NSW Government inquiry over the past four years. In particular, we emphasised the need for registration to protect the safety and security of guests and provide transparency of short–term rental accommodation supply.

As the only hotel, motel, resort and serviced apartment representative on the NSW Government’s Code of Conduct Advisory Committee for Short–Term Rental Accommodation, we advocated on the need for mandatory registration that will ensure compliance with the Code and improve transparency of operators in the industry.

Last month saw the release of the proposed NSW STRA regulatory framework and a discussion paper seeking input into a proposed registration system. Consideration of a registration system is a major win for industry. The Association will be reinforcing the importance of caps on nights and will seek to ensure that booking platforms have an obligation to monitor this; support additional fire safety and evacuation controls and advocate for a neutral, independent registration system.

We look forward to working in this further consultation period to ensure that the safety of visitors is protected and that confidence in investment in regulated short–term accommodation is maintained. n Dean Long is the Chief Executive Officer of the Accommodation Association of Australia (AAoA).

AS I WRITE, work is continuing on the prestigious new multi–million dollar TAA offices on Castlereagh Street in the heart of the Sydney CBD. When we move (by the start of next year), the penthouse suite offices will provide a stand–alone hub for TAA and our members in the heart of the nation’s gateway city.

In addition to the brand new office space, we have personnel changes as well, with a new board in NSW, Antony Page from Marriott Sydney Harbour as new Chair and myself of course, now marking four months in my new position as TAA NSW and National CEO. I’m pleased to announce another key change to TAA – the recent appointment of Graham Perry of Best Western Hotels and Resorts to the national board. Graham is a man with an impressive resume.

He is a respected, seasoned senior executive with years of experience working across the global travel, tourism, media and hospitality sectors.

After graduating with a Bachelor’s Degree in Hotel, Catering and Tourism Management from Surrey University, he spent his formative years with Utell International (at the time, the world’s largest hotel reservations company) where he rose to Managing Director EMEA. Later, he became CEO at See Australia with responsibility for growing domestic tourism. After five years, the organisation was amalgamated with the ATC and the Tourism Forecasting Commission to form Tourism Australia. Since then, Graham has branched out further with senior roles at Fairfax Digital and Inland NSW Tourism.

In May last year, Graham was appointed Managing Director, Best Western Hotels & Resorts, Australasia. He also fulfills the role of Managing Director, BWH Group, Australasia – a new entity formed following the acquisition of WorldHotels in March 2019 with responsibility for WorldHotels, Best Western and Sure Stay.

Collectively, the board brings decades of experience in the tourism and accommodation sectors. And of course, the board is ably supported by a team of experienced legal, media and policy experts.

As we build on the solid foundation laid down over the last six months, I look forward to the challenges 2020 will bring as TAA continues to fight the good fight on behalf of all of our members on issues ranging from short–term letting and rate parity to the on–going skills shortage. n Michael Johnson is the Chief Executive Officer of Tourism Accommodation Australia at both National and NSW level.

32 HM The Business of Accommodation

OPINION

Encouraging councils and people to ‘Go with Tourism’ Two big topics have been dominating TIA’s work for the accommodation sector in recent months: local government funding and employment.

IT MUST BE said we were disappointed with the recent Productivity Commission draft report recommending bed taxes as a new source of funding for local councils. We recognise that some regions face significant challenges in providing the infrastructure and services that are needed. This is a result of a combination of decades of underinvestment, and sustained growth in both residents and visitors.

But we believe that, in recommending an accommodation levy, the Commission has taken the path of least resistance, rather than a thorough analysis of the complexities involved. Data presented

by Horwath HTL’s Stephen Hamilton at the 2019 New Zealand Hotel Industry Conference (NZHIC) estimated there were 140 million international and domestic visitor nights a year in New Zealand.

However, only 35% of these nights were spent in commercial or peer–to–peer accommodation. So, a bed tax will miss the majority of travellers and add costs to operators already struggling with increases to minimum wages, compliance costs and rising F&B expenses.

We believe there are better solutions to meet the infrastructure challenges faced by councils. TIA’s view is that a sum equivalent to 20% of the GST paid by international visitors should be returned to local councils to invest in destination management. This would provide $335 million a year, based on current international visitor numbers – enough to make a real difference to regional development. We have reiterated these points in our latest submission to the Productivity Commission.

We await their final report (due in November).

On a positive note, we are excited that a TIA workforce project was a recipient of funding from New Zealand’s new International Visitor Levy.

The $5.2 million investment is a significant boost for our bid to attract new talent to the industry. The funding will support a range of initiatives, including a partnership with Auckland Tourism, Events and Economic Development (ATEED) to promote and attract talent into tourism through the expansion of its ‘Go with Tourism’ initiative.

Go with Tourism is an innovative online job–connector platform launched by ATEED earlier this year. Focusing on the Auckland region, it has generated strong early results. We are looking forward to taking the programme nationwide, with nuancing to suit local markets. n Sally Attfield is the chief advocate for the accommodation industry as Hotel Sector Manager at Tourism Industry Aotearoa.

New members and old friends

One of the most uplifting moments for a professional Concierge is when the famed golden keys of Les Clefs d’Or are pinned to their uniform, recalls Peter McBrearty.

OUR MID–YEAR CALENDAR has definitely been a full one, with highlights including the induction of new members; our National AGM in Sydney; the holding of Tourism Expos in both Melbourne and Sydney; a charity fundraising function in Adelaide and the International Asian Congress in Singapore. The level of activity continues unabated though, with our hotels filling as the traditionally busy warmer months approach. More membership interviews are looming too, and the various state Les Clefs d’Or Concierge and Hospitality Balls fast approaching in Sydney, Brisbane and Melbourne.

It was with great pleasure that we recently welcomed two new members into the ranks of Les Clefs d’Or Australia in Matthew Du of the Westin Melbourne and Catherine De La Rocha from The Westin Sydney (about to become The Fullerton Sydney). Catherine and Matthew’s presentations were each conducted at their respective properties, witnessed by proud families, friends and industry associates.

With a strong field of potential candidates in several states, the short odds are there will be more new members to come later in the year.

The Melbourne Les Clefs d’Or Tourism Expo took place at The Pullman Albert Park, and the Sydney Expo held onboard one of the impressive vessels from Captain Cook Cruises. These functions brought together represemtatives from a variety of tourism industry businesses with a large number of representatives from the Concierge and guest service areas of many of our major hotels.

They provided an opportunity to exchange invaluable information on services and attractions available for our guests and proved so popular that a large number of our exhibitors have already asked to participate again in the 2020 Expos. Additional expo venues are also being scouted and considered in Brisbane or the Gold Coast. The next major events will be the Les Clefs d’Or Concierge and Hospitality Balls – always exceptionally popular and scheduled for October 27th (Sydney) November 22nd (Brisbane) and November 24th (Melbourne).

The Les Clefs d’Or National AGM continued our busy run of events and was held in Sydney at The Grace Hotel, featuring an educational seminar attended not only by our current members and the Les Clefs d’Or New Zealand Executive, but also by potential further members. n Peter McBrearty is a former President of Les Clefs d’Or Australia and Chief Concierge of The Langham, Melbourne. hotelmanagement.com.au 33

he 17th HM Awards for Hotel and Accommodation Excellence presented by Sealy Posturepedic soared to new heights in front of a record crowd of nearly 1,000 at Sydney’s International Convention Centre last month.

Under the theme ‘It’s Showtime’, guests were dazzled by spectacular entertainment emblematic of the modern Broadway standard including Boys in the Band, Hannah May, Dale Burridge and the Players Band. The crowd

34 HM The Business of Accommodation

was singing along to a medley of familiar hits from productions such as Dreamgirls, Cats and Jersey Boys, along with a collection of the some of the most powerful tracks from the late Whitney Houston.

Most awards saw over 50 nominees put their best feet forward in an effort to claim the prestigious accolade, with HM Awards Editor– In–Chief and HM Awards Chief Judge, James Wilkinson, saying the judging process was more difficult than ever before.

“The quality of entries in the HM Awards this year was unlike anything we have seen before. It was a challenge to even choose the finalists from up to 80 entries in some cases, let alone decide on a winner and highly commended.”

The HM Awards presented by Sealy Posturepedic were sponsored by Entertainment and AV Partner, Foxtel Business, and co–hosted by AHS Hospitality, Intrust Super and Blue Mountains International Hotel Management School. n

HM Awards THE THEME 'IT'S SHOWTIME' COULDN'T BE MORE APT IN DESCRIBING THE HM AWARDS, WHICH IN 2019 BROKE NEW GROUND AS NEARLY 1,000 PEOPLE CAME TOGETHER TO CELEBRATE THE INDUSTRY'S BEST

hotelmanagement.com.au 35

01: Serviced Apartment Property Sponsored by

JOINT WINNERS

Adina Apartment Hotel Bondi Beach, NSW and The York by Swiss Belhotel, Sydney HIGHLY COMMENDED

Fraser Suites Sydney and SKYE Suites Parramatta Award presented by Carly Gibson, Foxtel Business and received by Jason Patterson, The York by Swiss–Belhotel and Diana Silva, Adina Apartment Hotel, Bondi Beach

02: Economy Hotel Sponsored by

JOINT WINNERS

Adabco Boutique Hotel, Adelaide and Brassey Hotel, Canberra HIGHLY COMMENDED

ibis Sydney World Square and Travelodge Hobart

Award presented by Carol Giuseppi, Accommodation Association of Australia and received by Martin Radcliffe, Adabco Boutique Hotel, Adelaide and Kathryn Carling, Brassey Hotel, Canberra

03: Midscale Hotel Sponsored by

WINNER:

Little National Hotel, Canberra HIGHLY COMMENDED:

Holiday Inn Express Adelaide City Centre and Jasper Hotel, Melbourne

Award presented by Justin Pierce, Blue Mountains International Hotel Management School and received

by Madi Groom, Kathryn Carling and Patrick Lonergan, Little National Hotel, Canberra 36 HM The Business of Accommodation

04: Upscale Hotel Sponsored by

WINNER

PARKROYAL Darling Harbour HIGHLY COMMENDED

Ovolo Inchcolm, Brisbane and Pullman Sydney Airport

Award presented by Stephane Lemenager, Lawrence Dry Cleaners and received by Jeroen Meijer, PARKROYAL Darling Harbour

05: Upper–Upscale Hotel Sponsored by

WINNER QT Sydney

HIGHLY COMMENDED

The Calile Hotel, Brisbane and MACq 01 Hotel, Hobart

Award presented by presented by Peter Weingartner and received by Jason Cooley, QT Sydney

06: Luxury Hotel Sponsored by

WINNER

Sofitel Sydney Darling Harbour HIGHLY COMMENDED

Emirates One&Only Wolgan Valley and The Darling Gold Coast Award presented by Harriet Peters, Sealy Posturepedic and received by Greg Brady, Sofitel Sydney Darling Harbour hotelmanagement.com.au 37

7: Australian Lodge Sponsored by

WINNER

Emirates One&Only Wolgan Valley HIGHLY COMMENDED

Peppers Cradle Mountain, Cradle Mountain and Spicers Peak Lodge, Maryvale Award presented by Michael Johnson, Tourism Accommodation Australia and received by Monique Rutene, Emirates One&Only Wolgan Valley

8: Business Hotel Sponsored by

WINNER

Sydney Harbour Marriott HIGHLY COMMENDED

Crown Promenade Melbourne and InterContinental Perth City Centre

Award presented by Sally Letchford, Foxtel Business and received by Antony Page, Sydney Harbour Marriott

9: Resort Sponsored by

WINNER

qualia, Hamilton Island HIGHLY COMMENDED

Ayers Rock Resort, Yulara and Sofitel Noosa Pacific Resort

Award presented by Jerome Casteigt, Blue Mountains International Hotel Management School and received by Scott Ratcliffe and Nicolette McCarthy, qualia Hamilton Island 38 HM The Business of Accommodation

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10: Hotel Interior Design Sponsored by

JOINT WINNERS

The Fantauzzo, Brisbane and Little Albion, a Crystalbrook Collection Boutique Hotel, Sydney HIGHLY COMMENDED

W Brisbane and Zagame’s House, Melbourne

Award presented by Anthony Assante, Sealy Posturepedic and received by Magnus Hojden and Emily Pearl, The Fantauzzo, Brisbane and Christopher Greening, Little Albion, A Crystalbrook Collection Boutique Hotel, Sydney

11: Boutique Hotel Sponsored by

WINNER

The Langham, Sydney HIGHLY COMMENDED

Emporium Hotel South Bank and Ovolo Inchcolm, Brisbane

Award presented by Sam Walters, Streamvision and received by Gaylord Lamy, The Langham, Sydney

12: New Hotel Sponsored by

WINNER

The Calile Hotel, Brisbane HIGHLY COMMENDED

QT Perth and The Fantauzzo, Brisbane Award presented by Paul McDonough, Sealy Posturepedic and received by Jeremy Nordkamp, The Calile Hotel, Brisbane 40 HM The Business of Accommodation

13: Meetings and Conferencing Property Sponsored by

JOINT WINNERS

Hilton Sydney and Uluru Meeting Place, Ayers Rock Resort, Yulara HIGHLY COMMENDED

Grand Hyatt Melbourne and Sheraton Grand Sydney Hyde Park Award presented by Justin Pierce, Blue Mountains International Hotel Management School and presented to Ronald Van Weezel, Hilton Sydney and Karena Noble, Uluru Meeting Place, Ayres Rock

14: Regional Property Sponsored by

WINNER

Fairmont Resort & Spa Blue Mountains – MGallery by Sofitel HIGHLY COMMENDED

Halcyon House, Cabarita Beach and Riley, A Crystalbrook Collection Resort, Cairns Award presented by Sally Letchford, Foxtel Business and received by Scott O’Neile and Leigh Salas, Fairmont Resort & Spa Blue Mountains – MGallery by Sofitel

15: Day Spa Sponsored by

JOINT WINNERS

Chi, The Spa, Shangri–La Hotel, Sydney and Alamanda Spa, Alamanda Palm Cove by Lancemore HIGHLY COMMENDED

Day Spa by Chuan, The Langham, Sydney and The Waldheim Alpine Spa, Peppers Cradle Mountain Lodge

Award presented by Nadine Dilong, Spa + Clinic and received by the team from Chi, The Spa, Shangri–La Hotel, Sydney; and Mandy Ford and Julian Clark, Alamanda Spa, Alamanda Palm Cove by Lancemore

hotelmanagement.com.au 41

16: Hotel Bar Sponsored by

WINNER

Jackalberry, Hyatt Regency Sydney HIGHLY COMMENDED

Mister Percy, Ovolo 1888, Sydney and Rooftop at QT, QT Perth

Award presented by Greg Bohlsen, Foxtel Business and received by Matthew Talbot, Jackalberry, Hyatt Regency Sydney

17: Hotel Restaurant Sponsored by

JOINT WINNERS

Alibi, Ovolo Woolloomooloo, Sydney and Hardy’s Verandah Restaurant, Mount Lofty House, Adelaide Hills HIGHLY COMMENDED

Buvette Bistro and Wine Bar, Hotel Realm, Canberra and Paper Daisy, Halcyon House, Cabarita Beach Award presented by George Saba, F.Mayer Imports and received by David Sude, Alibi, Ovolo Woolloomooloo, Sydney; and Fenella Kornoff and Jesse Kornoff, Hardy’s Verandah Restaurant, Mount Lofty House, Adelaide

18: Tech Hotel Sponsored by

WINNER

SKYE Suites Sydney HIGHLY COMMENDED

Next Hotel Brisbane and Novotel Melbourne South Wharf Award presented by Michael Benikos, Assa Abloy Global Solutions Australia and received

by Benjamin Nesbitt, SKYE Suites Sydney 42 HM The Business of Accommodation

HM Q&A | LEADERSHIP LEANNE HARWOOD

Award presented byManaging Wil Flint, Lion and received Director – Australasia & Japan, IHG

by Roman Lee–Lo, The Rees Hotel, Queenstown and Paul Columbus on behalf of Jeremy OverViaduct the last 12 months, how has the impact Healy, Sofitel Auckland Harbour

of women in senior roles evolved at IHG?

At the beginning of 2018, we had just completed our global ‘Transform for Growth’ programme that positioned us for amplified growth across the world. As a result, my team here in Australasia enjoyed a huge boost in headcount and resources that helped in delivering our phenomenal year.

One area in which we believe we’ve truly changed the game is in a space that is almost exclusively male. At the start of 2018, Jael Fischer joined the IHG family as Development Manager for Australasia, making her one of the only full‒time female development managers in Australia. She’s an absolute superstar and if we could clone her, we would in a heartbeat.

Sponsored by

19: New Zealand Hotel

What have been the biggest challenges over the years in giving women an equal footing in some hotel industry roles?

Hotel leadership was once the domain of the middle‒aged man, and the shift away from that took some time to gain momentum.

Happily, I have personally seen ‒ and hopefully contributed to ‒ a JOINT WINNERS huge shift in what management looks like and how leadership is The Rees Hotel, Queenstown delivered. These days, we find ourselvesand in a much more diverse and Sofitelwith Auckland Harbour inclusive world a moreViaduct value‒based leadership approach.

The most important thing we can do is to have a greater number of role models in leadership roles, who can share the story about the HIGHLY COMMENDED

pathway to get there and provide flexible workplace practices that break down any barriers that might still exist.

Does Australia still have much to do in terms of accepting women in any hotel roles? Or is modern Australia pretty much there in terms of acceptance?

I think I speak on behalf of the industry when I say that we are there.

Yes, there continues to be more to do to shift the needle at a hotel GM and second-in-charge level for absolute gender equality, but the barriers are now largely gone and equality no longer needs to be a battle.

Honestly, I feel that the question of acceptance is now one for the history books.

What innovations have IHG implemented to help women juggling career with family to still succeed?

At a global level, we have recently recruited a Global Diversity and Inclusion Manager who is responsible for putting some more structure around our approach. Locally, our team is implementing new, flexible workplace practices that make it easier for colleagues with different needs to match their lifestyle with their career.

We are pretty good at attracting and retaining great people, and put a huge focus on flexible practices, fast‒tracked programmes and mentoring initiatives. In fact, that’s why we enjoy a phenomenal 98% leadership retention.

So, I am always looking with a different lens. Forget about gender, age, background or even functional expertise. Look for those people who shine brightly and differently and who aren’t afraid to speak up. n

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20: New Zealand Regional Property Sponsored by

WINNER

Chateau Marlborough, Blenheim HIGHLY COMMENDED

Novotel Hamilton Tainui and Peppers Parehua, Martinborough

Award presented by Howard Kemball, AHICE and received by Trevor and Brent Marshall and Lynley McKinnon, Chateau Marlborough, Blenheim

Award presented by Nicola Constantinidis, AHS Hospitality and received by Sarah Tucker on behalf of Wharekauhau Country Estate

21: New Zealand Lodge Sponsored by

WINNER

Wharekauhau Country Estate, Featherston HIGHLY COMMENDED

Blanket Bay, Glenorchy and The Farm at Cape Kidnappers, Hawke’s Bay

22: Fijian Property Sponsored by

WINNER

VOMO Island Fiji HIGHLY COMMENDED

Fiji Marriott Resort, Momi Bay and Kokomo Private Island Award presented by Kate Switajewski and Justin Gross, Withers Worldwide and received

by Justin King, Vomo Island Fiji 44 HM The Business of Accommodation

FEATURE/NEWS

23: South Pacific Property Sponsored by

WINNER

InterContinental Bora Bora Resort and Thalasso Spa, French Polynesia HIGHLY COMMENDED

Pacific Resort Aitutaki, Cook Islands and St Regis Bora Bora Resort, French Polynesia Award presented by Michael Rodrigues, TimeOut and received by Leanne Harwood, IHG

24: Marketing Campaign Sponsored by

JOINT WINNERS

Accor (Wintervention) and Quest Apartment Hotels (Work. Play. Sleep. Repeat.)

Award presented by James Wilkinson, Wayfarer and received by Nick Aldrich, Accor and Craig Ryan, Jeff Baars and Melissa Pachota, Quest Apartment Hotels

HIGHLY COMMENDED

Pier One Sydney Harbour (Pier One Igloo Project) and RACV Cape Schanck Resort (Hotel Launch)

25: Service to the Community Sponsored by

JOINT WINNERS

Accor (Race to Survive Fiji & Building Futures and Partnering for Good) and Wyndham Destinations Asia–Pacific (Wishes by Wyndham) HIGHLY COMMENDED

Rendezvous Hotel Perth Scarborough (Community Service Projects) and The Langham, Melbourne (Community Service Projects)

Award presented by Mila Todorovic, Sealy Posturepedic and received by Paul Columbus, Accor and Warren Cullum, Nathan Hunt and Shaun Ormsby, Wyndham Destinations Asia–Pacific

hotelmanagement.com.au 45

25: Concierge Sponsored by

JOINT WINNERS

Desmond Taliauli, Novotel Sydney Darling Harbour and Phil Shearer, Rydges Wellington, New Zealand HIGHLY COMMENDED

James Spielvogel, InterContinental Melbourne the Rialto and Jay de los Reyes, QT Sydney Award presented by Michael Johnson, Tourism Accommodation Australia and received by Desmond Taliauli, Novotel Sydney Darling Harbour and Garth Solly on behalf of Phil Shearer, Rydges Wellington

26: Hotel Chef Sponsored by

JOINT WINNERS

Nic Wood, QT Perth and Raphael Szurek, Sydney Harbour Marriott HIGHLY COMMENDED

Graham Webster, Loxley on Bellbird Hill and Rick Gore, Pullman Magenta Shores Resort Award presented by Marco Ribeiro, Nespresso Professional and received by Nic Wood, QT Perth and Raphael Szurek, Sydney Harbour Marriott

27: Food and Beverage Associate Sponsored by

JOINT WINNERS

Alexandra Russell, Crowne Plaza Hunter Valley and Julian Reevell, PARKROYAL Darling Harbour HIGHLY COMMENDED

Cas Yan, Shangri–La Hotel, Sydney and Robert Mawson, Hotel Realm, Canberra Award presented by Liam Turnbull, Calabria Family Wines and received by Alexandra Russell, Crowne Plaza Hunter Valley and Julian Reevell, PARKROYAL Darling Harbour 46 HM The Business of Accommodation

28: Human Resources Associate Sponsored by

JOINT WINNERS

Kedea Atherton, Accor Australia and Megan Reid, InterContinental Sanctuary Cove Resort and InterContinental Hayman Island Resort HIGHLY COMMENDED

Rosie McCartney, Next Story Group Australia and New Zealand and Riley Mackenzie, PARKROYAL Parramatta

Award presented by Helen Carr, AHS Hospitality and received by Kedea Atherton, Accor Australia (Absent: Megan Reid, InterContinental Sanctuary Cove Resort and InterContinental Hayman Island Resort)

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FEATURE/NEWS

29: Sales and Marketing Associate Sponsored by

JOINT WINNERS

Holly De Bijl, InterContinental Sydney Double Bay and Kristie Mancell, The Calile Hotel, Brisbane HIGHLY COMMENDED

Rita Nassar, PARKROYAL Darling Harbour and Lachlan Harris, The Langham, Sydney

Award presented by Stephanie Langdon, Intrust Super and received by Kristie Mancell, The Calile Hotel, Brisbane and Sarah Halliday on behalf of Holly De Bijl, Intercontinental Sydney Double Bay

30: Communications Associate Sponsored by

JOINT WINNERS

Caroline Davidson, The Rees Hotel, Queenstown and Caterina Spanti, QT Melbourne HIGHLY COMMENDED

Ace Mamun, Sydney Harbour Marriott and Helen Jin, Novotel Sydney International Airport

Award presented by Francesca Baldi, TravMedia and received

by Caroline Davidson, The Rees Hotel, Queenstown and Lee Davey on behalf of Caterina Spanti, QT Melbourne

31: Front Office Associate Sponsored by

JOINT WINNERS

Jake Guilfoyle, QT Sydney and David Tonkin, Mount Lofty House, Adelaide Hills HIGHLY COMMENDED

Kanina Victoria, RACV Resorts Australia and Kimbley Watkins, Sage Hotel Wollongong

Award presented by Carol Giuseppi, Accommodation Association of Australia and received by Jake Guilfoyle, QT Sydney and Jesse Kornoff on behalf of David Tonkin, Mount Lofty House, Adelaide Hills 48 HM The Business of Accommodation

32: Finance Associate Sponsored by

JOINT WINNERS

Helen Ip, Holiday Inn Sydney Airport and Howard Phung, Frasers Hospitality, Australia HIGHLY COMMENDED

Dhruv Patel, Fairmont Resort & Spa Blue Mountains, MGallery by Sofitel and Molly Tian, The Lancemore Group, Australia Award presented by Debra Watson, Intrust Super and received by Helen Ip, Holiday Inn Sydney Airport and Diana Hanly on behalf of Howard Phung, Frasers Hospitality, Australia

33: Revenue Management Associate Sponsored by

JOINT WINNERS

Teddy Wijaya, West Hotel Sydney, Curio Collection by Hilton and Brendan Smith, RACV Resorts Australia HIGHLY COMMENDED

Felicite Danis, Sofitel Sydney Darling Harbour and Kristy Edwards, Best Western Australia Award presented by Melissa Kalan, ARMA and received by Teddy Wijaya, West Hotel Sydney and Brendan Smith, RACV Resorts Australia

34: Housekeeper Sponsored by

JOINT WINNERS

Agnes Kapani–Volu, Travelodge Macquarie North Ryde and Leonnie McGrath, Quest Dubbo HIGHLY COMMENDED

Connie Thomsen, Halcyon House, Cabarita Beach and Raj Kulwant Kaur, The Blackman, Melbourne

Award presented by Kylie Maxwell, AHS Hospitality and received by Agnes Kapani–Volu, Travelodge Macquarie North Ryde and Craig Ryan on behalf of Leonnie McGrath, Quest Dubbo hotelmanagement.com.au 49

35: Hotel Engineer Sponsored by

JOINT WINNERS

Ron Peel, Atura Dandenong and Ding Yi, Pullman Sydney Airport HIGHLY COMMENDED

James Mashman, Four Points

by Sheraton Sydney, Central Park and John Harrison, Sage Ringwood

Award presented by Greg Bassine, Streamvision and received by Ron Peel, Atura Dandenong (Absent: Ding Yi, Pullman Sydney Airport)

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36: Rising Star Sponsored by

JOINT WINNERS

Charles Martin, Emporium Hotel South Bank, Brisbane and Amy Van De Ven, Quest Orange HIGHLY COMMENDED

Chris Tannock, Sails in the Desert, Ayers Rock Resort, Yulara and Veronique James, Sofitel Sydney Darling Harbour Award presented by Ben Chapman, Intrust Super and received by Charles Martin, Emporium Hotel South Bank and Amy Van De Ven, Quest Orange

37: South Pacific General Manager Sponsored by

WINNER

Neeraj Chadha, Marriott International Fiji and Samoa HIGHLY COMMENDED

Vincent Macquet, Sofitel Fiji Resort and Spa

Award presented by Jerome Casteigt, Blue Mountains International Hotel Management School and received by Sean Hunt on behalf of Neeraj Chadha, Marriott International

38: New Zealand General Manager Sponsored by

WINNER

Paul Columbus, Novotel Auckland Airport HIGHLY COMMENDED

Franz Mascarenhas, Cordis Auckland and Mark Rose, The Rees Hotel, Queenstown Award presented by Mika Verosaari, AHS Hospitality and received by Paul Columbus, Novotel Auckland Airport hotelmanagement.com.au 51

39: Australian General Manager Sponsored by

WINNER

Jason Sabin, Holiday Inn Express Sydney Macquarie Park

d sente Award pre

HIGHLY COMMENDED

Nathan Cox, Accor Sydney Olympic Park and Shaun D’Cruz, Crown Hotels Melbourne

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Sponsored by

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40: Environmental Program

S

up e

JOINT WINNERS

Riley, a Crystalbrook Collection Resort, Cairns and Wyndham Destinations Asia–Pacific HIGHLY COMMENDED

Crowne Plaza Hunter Valley

Award presented by Marco Gugliucciello, Sealy Posturepedic and received by Joel Gordon, Riley, a Crystalbrook Collection Resort and Warren Cullum, Wyndham Destinations Asia– Pacific

52 HM The Business of Accommodation

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Award presented by James Wilkinson, HM Magazine and received by Leanne Harwood on behalf of Keith Barr, InterContinental Hotels Group

41: Ashley Spencer Service to the Industry Award Sponsored by

WINNER

Keith Barr, InterContinental Hotels Group

42: HM Awards Hall of Fame Award Sponsored by

WINNER

Richard Munro Award presented by James Wilkinson, HM Magazine and received by Richard Munro, formerly of the Accommodation Association of Australia

hotelmanagement.com.au 53

43: Hotel Brand Sponsored by

JOINT WINNERS

Hilton and Ovolo Hotels

HIGHLY COMMENDED

QT Hotels

Award presented by Iain Nelson, Foxtel Business and received by the teams from Hilton (top image) and Ovolo Hotels (bottom image)

44: Accommodation Chain Sponsored by

WINNER Accor

HIGHLY COMMENDED

Hyatt Hotels and Resorts and Marriott International Award presented by Iain Nelson, Foxtel Business and received by Simon McGrath, Accor

45: Australasian Hotel of the Year Sponsored by

WINNER

Park Hyatt Sydney HIGHLY COMMENDED

Jackalope Hotel Mornington Peninsula and qualia, Hamilton Island Award presented by Antony Raiteri, Sealy Posturepedic and received by Temara Exton, Park Hyatt Sydney 54 HM The Business of Accommodation

Award presented by Adam Daff, James Wilkinson and Matt Lennon, HM Magazine and received by Leanne Harwood, InterContinental Hotels Group

46: HM Magazine Australasian Hotelier of the Year Sponsored by

WINNER

HIGHLY COMMENDED

Leanne Harwood, InterContinental Hotels Group

Sean Hunt, Marriott International and Simon McGrath, Accor

47: HM Magazine Asia–Pacific Hotelier of the Year Sponsored by

WINNER

Craig S. Smith, Marriott International

HIGHLY COMMENDED

David Udell, Hyatt Hotels and Resorts and Michael Issenberg, Accor

PRESENTATION PARTNER MESSAGE As proud sponsors for the 11th year of the HM Awards, Sealy Commercial would like to congratulate all of the 2019 award winners.

Once again, we returned to the HM Awards as presentation partner for what is, in our eyes, the jewel in the crown of the Australian accommodation social scene.

There are so many people to thank and congratulate but there were a few special performances on the evening which deserve special mention. The decision by the HM team to take this event to ICC Sydney for the first time a year ago was met with mixed emotion and feedback, with plenty elbowing for a return to the majesty and sophistication of the Sydney Town Hall. However, elbowing was largely the problem and the event had clearly reached its crescendo in that venue, so larger floor space was needed. Having utilised two–thirds of the ICC Ballroom in 2018, this growth objective was confirmed when the event expanded into the entire room this year. The 2019 HM Awards had nearly double the attendance of the 2017 event – the last time it took place at the Town Hall.

The event goes from strength to strength and the HM team must be commended for continuing to raise the bar. It was again an outstanding success and the way the event was managed was a true credit to their commitment and professionalism.

We would like to say congratulations and thank you.

It is always difficult to keep awards nights on track but once again, Larry Emdur led proceedings with his typical class, wit and charm. It is no wonder why he has been our emcee for the past few years.

Thank you for everyone who kindly donated towards the Sydney Children’s Hospital Foundation

via the pledge cards and the silent auction items.

Finally, on behalf of Sealy we’d like to thank Award presented by Matt everyone who attended and supported this Lennon, James Wilkinson and great event and in particular all the people and Adam Daff, HM Magazine properties nominated for awards and the lucky and received by Sean Hunt on behalf of Craig Smith, few who won. We can’t wait to be back in 2020.

Marriott International

hotelmanagement.com.au 55

AV AND ENTERTAINMENT PARTNER MESSAGE

FOXTEL BUSINESS WAS delighted to return to the HM Awards in 2019 as AV and Entertainment Sponsor and launch the new Foxtel for Accommodation platform.

Foxtel has been a key part of the in–room entertainment delivery for over 20 years, but with the ever changing landscape of content and platforms available to Hoteliers, our alignment with a world class technology partner will transform the guest experience. In a market that is crowded with options and providers, none are able to provide the access to the biggest live and on demand content library in the Southern Hemisphere, so it was a great opportunity to share this news with our hotel community.

Foxtel can now deliver over 100 satellite channels with HD and 4K readiness, free– to–view guest access to the Foxtel’s Video On Demand library (featuring over 1,000 Movies and 4,000 TV episodes of outstanding programmes), Free–toAir TV and Casting, all in an easy–to–navigate user interface. Additionally, hotels can provide a digital compendium and concierge, insert their own customer channels and pause and rewind live TV. Supported by Foxtel and without the need for separate systems, Foxtel can be the one stop shop for all guest engagement and entertainment.

National Manager for the Foxtel Accommodation, Iain Nelson presented key awards, Brand of the Year to Hilton and Ovolo, and Chain of the Year to Accor.

Foxtel congratulates all finalists and award winners on the night, and especially to Hall of Fame inductee Richard Munro for his wonderful 30–year contribution to the industry, from his many years in hotels directly, but in particular for his significant representation of the industry at the AAoA. Foxtel Business looks forward to continuing our support of the accommodation industry.

Over AUD$40k was raised on the night for Sydney Children's Hospital Foundation

56 HM The Business of Accommodation

CO–HOST PARTNER MESSAGE

WHAT A MAGNIFICENT event the HM Awards was this year. AHS is proud to sponsor this terrific event, recognising the best of the best in the hotel industry across Australia, New Zealand and the South Pacific.

This year there were 30 finalists from around the country for the Housekeeping Award – without a doubt a hardworking group of individuals recognised for their contributions to the hotel industry. AHS was thrilled to be well represented and we certainly enjoyed spending the night with our finalists who had travelled in from around Australia.

Our very own Agnes Kapani–Volu from Travelodge Macquarie North Ryde was joint winner of Housekeeper of the Year, along with Leonnie McGrath from Quest Dubbo, both acknowledged for their diligence, passion and dedication as housekeeping professionals.

We are seeing 2019 as a dynamic year with growth in visitor numbers across most cities. As AHS continues to start new partnerships as well as maintain existing ones, we will be focusing on our quality, guest service and sustainability programs. We continue to build and demonstrate initiatives that will benefit our hotel partners.

As the largest outsourced housekeeping provider in Australia and New Zealand, AHS truly enjoys supporting the hotel sector. Our partnership with HM Magazine is an example of this and we are committed to continuing our relationship in the years to come.

CO–HOST PARTNER MESSAGE TO BEGIN, WE would like to congratulate all the industry stars who received an award at the 2019 HM Awards. Every year, this event truly captures the hospitality industry’s tremendous success and indeed its annual, ongoing growth. We love to celebrate those individuals and establishments that stand out among the impressive competition, and we hope that you join us in doing so.

If you attended the ceremony, we trust that you enjoyed the experience of being taken care of by our students, who volunteered in order to get frontline experience – and to see exactly what they could someday achieve. At Blue Mountains International Hotel Management School, we encourage students to dream big and follow in the footsteps of the many alumni who have gone on to do amazing things.

Our congratulations go to all those nominated but more specifically, we are very proud to have 12 of our BMIHMS alumni represented among the finalists of the 2019 HM awards. We are very proud to see these individuals becoming key recognised leaders of the industry here in Australia and around Asia.

This industry recognition really highlights our mantra of ensuring that our graduates are job–ready as soon as they leave us. Within three months of graduation, 96% of our graduates find work, with many of these progressing on to senior executive and leadership roles later in their careers.

Finally, it gives us great pleasure to thank our wonderful industry partners for supporting our students by continually offering work placements, in addition to giving inspiring guest lectures and providing priceless networking opportunities. We take pride in our engaging and immersive learning model, and such collaborations help us to reach the next level.

Our remarkable industry never ceases to amaze us and we are so excited to see what our stars will go on to do next.

hotelmanagement.com.au 57

CO–HOST PARTNER MESSAGE

AS A LONG–TERM supporter of HM Magazine, Intrust Super is proud to be a major sponsor of the 2019 HM Awards for Accommodation Excellence.

It was a great opportunity to help recognise the accommodation industry’s finest employees, properties, brands and chains from across Australia, New Zealand and the South Pacific.

Congratulations to all the winners and finalists. Your outstanding efforts ensure the industry continues to raise the bar in delivering an exceptional experience that leaves a lasting impression on the customer.

Improving the customer experience also remained a priority for Intrust Super in 2019.

We believe the best way to simplify super for our members is to create new products and services that help them engage with their account. This year we introduced two new ways for our members to grow their wealth and prepare for retirement.

The first is our SuperCents app. The app connects members’ bank accounts with their super account by rounding up their change from everyday transactions and contributing this amount to their super account. They probably won’t miss the change, but they’ll notice the difference it makes to their super balance.

Secondly, our members now have access to our new and free online financial advice tool, Super Blueprint. Super Blueprint uses information from the members’ account to provide a tailored financial planning strategy and helps set them on a path to financial security.

We look forward to continuing our successful relationship with our accommodation partners and providing your staff with innovative new services.

Thank you to HM for another outstanding event and congratulations once again to everyone recognised on the night.

58 HM The Business of Accommodation

AHICE 2020: PLANNING FOR THE FUTURE OF THE AUSTRALASIAN HOTEL INDUSTRY

6-7 May 2020 Grand Hyatt Melbourne

The hotel event where deals get done NEW EVENTS AMAZING GLOBAL SPEAKERS MORE NETWORKING

www.ahice.com.au

Diamond sponsor

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TECHNOLOGY

back to the hotel as an actionable insight capable of increasing guest interaction or reducing operational costs and therefore driving a higher ROI. Only an advanced infrastructure platform can provide this.

Jeff Rhode

Director – Liveport

A FAST AND RELIABLE INTERNET CONNECTION IS AS ESSENTIAL IN A MODERN–DAY HOTEL STAY AS A BED AND A BATHROOM. HM SPEAKS TO FIVE I.T. EXPERTS TO FIND OUT THE BIGGEST HURDLE FACING ACCOMMODATION PROVIDERS IN TERMS OF GUEST CONNECTIVITY.

W

hat is the primary consideration that a hotel should keep front–of–mind when it comes to designing or upgrading their WiFi capability?

Matt Ward

Chief Development Officer – Hospitality WiFi

WiFi in hotels has become the next utility, expected always on and as close to the guest as possible. Simply put, the investment in upgrading and designing a WiFi network to maximise the guest experience must be the main objective. The resulting upgrade and design needs to place WiFi where the guest is and removed from barriers of property construction as an example.

Overall, build an investment plan that is all– encompassing – from incoming bandwidth through network switching and choose WiFi technology that fits the location need, matched with maintenance budgets for the period of the investment. This will ensure a solid foundation.

Anthony Andersen Hospitality Lead APJ Region – Aruba

Data cables are the veins that supply internet speeds to your guests.

Jeff Rhode – Director, Liveport

The primary consideration would be the capability of the infrastructure to support advanced and evolving network intelligence, including automation, and data extraction with an ability to scale globally. There are still barriers to seamless instant connectivity of guests in hotels.

New technologies such as WiFi 6 with Passpoint 2 and 5G offer ways to make connecting automatic, with no user action required. But at a high level, hotels have to think much further beyond simply providing good guest WiFi. Today, every movement on–premise where the guests, staff or building system are concerned is a transaction that is capable of being digitised and served

60 HM The Business of Accommodation

Data cables are the veins that supply internet speeds to your guests. Internet speed and wireless access point brands are incredibly important, but our first consideration when designing a wireless network is to look at your property’s cabling infrastructure. We advise installing wireless access points in guest rooms because that is where your guests are browsing and the closer your guests are to the wireless access points; the better the guest’s experience will be. If you plan on adding Smart TVs, IP phones or even new wireless door locks to your property, proper cabling is a must!

My father taught me at a young age that it’s always cheaper to do the job right the first time. So don’t skimp on data cabling!

Carl Jefferys

Country Manager Australia and NZ – Ruckus Networks

The number one consideration should ideally centre around the user experience. Providing the hotel guests with consistent wireless connectivity, no matter where they are within the hotel property, is key to supporting guest experience.

For the hotels, deploying a myriad of IoT applications or systems such as HVAC, Building Management Systems, electronic door locks and panic buttons alongside WiFi, on a single network, will help to reduce cost and complexity, and allow for new IoT applications to be quickly deployed. The ability to piggy–back the transport of these systems securely over a robust WiFi network is critical in today’s hotel environment.

Sean Serin

Business Development Manager – Optical Solutions Australia

Hotel patrons want a better online experience at a hotel than what they get in their homes. After all, they have instant connectivity at high bandwidths for all their devices at home. So too then, a hotel needs to ensure that when thinking of WiFi, they must deliver stable bandwidth to all areas frequented by guests.

The future is WiFi, and high–bandwidth WiFi. To deliver this, hoteliers need to ensure the network behind the system supports this growth. There is only one medium that will support this growth both now and into the future, and that is fibre. Ensuring your hotel has solid fibre infrastructure, extending all the way to the room is vitally important for delivering now and later the stable bandwidth that guests insist upon. n

5 May 2020 • Grand Hyatt Melbourne

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FOOD AND BEVERAGE The iconic San Pellegrino – after 120 years, the same as it was on its first day

More than just

AS ENVIRONMENTAL AWARENESS SPREADS WORLDWIDE, NEVER HAS THE PLASTIC BOTTLE BEEN MORE ON–THE–NOSE. TWO BRANDS ARE DOING DIFFERENT THINGS WITH BOTTLED WATER – ONE A LEGENDARY MARQUE CELEBRATING ITS 120TH ANNIVERSARY, AND ANOTHER YET TO REACH ITS FIRST.

E

ven without a label, a bottle of San Pellegrino is instantly recognisable, having been heavily involved in the hospitality industry for the majority of its existence. In 2019, the iconic sparkling beverage celebrates 120 years and in doing so, has done something it never has before – modified its iconic bottle.

To celebrate, the company is currently circulating a special variation on its glass Vichy bottle offering diamond–shaped rivets which rise from the surface.

The special bottle will be appearing at some of the most exclusive San Pellegrino events taking place this year.

“Ever since its foundation in 1899, S.Pellegrino has been a premium brand synonymous with style for more than a century,” said Marketing Director, Australia, Steve Rainey.

“The response so far from our premium customers and sales team has been overwhelmingly positive and we hope to see it continue to roll out through Premium HoReCa channels. A bottle like this creates a huge buzz in the trade as it’s the continuation of special edition labels that is released into the trade based on the brand ethos; Authenticity, Togetherness, Passion, Beauty and Flair.”

The celebrations are far from over for San Pellegrino, which is preparing to launch a range of Essenza – a flavoured variation on the classic taste expected to be available from November in Lemon and Lemon Zest, Tangerine and Wild Strawberry, Dark Morello Cherry and Pomegranate.

62 HM The Business of Accommodation

BACK TO BASICS FOR WATER

Another brand just starting out on its journey is Just A bottle like Water, which as the name suggests, is simply a bottle of 100% Australian spring water. Where it differs though is this creates a the bottle itself, which is consumed from a paper–based huge buzz in carton and a sugarcane bottle cap. the trade.

Founded by Jaden Smith – son of multifaceted Steve Rainey, performing icon Will Smith – Just Water was created as a response to the enormous plastic rubbish patches San Pellegrino littering oceans around the world. Jaden says his brand aims to help everyday people to be part of the solution.

Just is a highly social, active brand starting f Just Water fl avo nge o to make its mark on the hotel industry. urs e ra Th At the time of writing, five major luxury hotels have opted to stock its rooms and dining venues with Just Water.

These include Shangri–La Sydney, Novotel South Wharf Melbourne, The COMO Hotel Melbourne, The Element Hotel Melbourne and The Calile Hotel, Brisbane.

Fully recyclable, the brand comes in five infused flavours – Berry, Lemon, Lime, Tangerine and Cherry. n

DEVELOPMENT

Recent opening: Hayman Island by InterContinental

Luxury moves

Australasia is currently in the midst of a luxury hotel boom, with new brands and hotels heading to our shores in record numbers. In a special report, JAMES WILKINSON speaks to some of the leading operators to find out why the segment is in such high demand.

ACCOR

Lindsay Leeser, Vice President Development – Pacific

In a world where luxury is becoming a personal statement and where guests expect more meaningful connections, Accor is redefining luxury hospitality.

We are now the second largest operator of luxury hotels in the world, consistently weaving a formidable network of iconic, stylish and memorable properties to deliver the perfect luxury moment for our guests.

Boasting a range of high–end amenities and a high degree of personalisation and guest recognition, these properties have all been designed to appeal to an increasingly selective global market that is looking for quality, location and facilities of a world–class calibre.

Our Sofitel brand, which is the only global French brand in luxury hotels artfully blending local culture with French inspiration, continues to grow and develop. Sofitel Adelaide, the city’s first custom–built internationally branded five–star hotel to open in 30 years, is set to open in 2020 and Sofitel Fiji Resort & Spa is in the midst of unveiling its multimillion–dollar refurbishment.

Accor’s Pacific portfolio also features some of the region’s most storied hotels, including SO/Auckland, which is positioned as the leading luxury hotel in the market.

64 HM The Business of Accommodation

Our delightful MGallery by Sofitel collection also continues to grow, offering guests inspiring and intimate hotels, with their own personality. Flagship properties in the Pacific include Elements of Byron Resort and Spa in Byron Bay with its absolute beachfront location and first–class facilities and Mt Lofty House in South Australia’s Adelaide Hills, which cleverly blends historical charm and indulgent luxury.

Setting a new standard for accommodation in Victoria’s Goulburn Valley is The Mitchelton Hotel Nagambie, which joined our MGallery collection just last year. Two new–build MGallery properties will also open in the coming year – Hotel Chadstone in Melbourne’s shopping precinct in November 2019 and The Porter House Hotel in Sydney in late 2020.

For us, luxury is all about meaningful guest engagement, delighting and surpassing customer expectations with memorable experiences and high–touch service that is always thoughtful and consistently personalised. We do this through our Heartist approach, which combines true service from the heart with artistry to deliver truly outstanding service.

The luxury and upscale hotel scene is currently experiencing unprecedented growth. The demand is high for luxury hotels with international visitors and a rising domestic market.

Accor will continue to keep building on our luxury credentials and expanding in this sector and we currently have a selection of high–end hotels in our development pipeline.

EVENT HOSPITALITY & ENTERTAINMENT

Peter Hill, Director of Development – Hotel and Resorts

Luxury will always be synonymous with service; exceptional, memorable and unique experiences that resonate long after an interaction with a brand. This is true for any sector, be it retail or airlines, but it is unequivocally where hotels excel as a result of the intangible connection forged through hyper–personalised service and creative spaces. At QT Hotels, our quirky and creative brand of luxury is centred on celebrating the individual and encouraged through both guest facing interactions and internally with our people.

Luxury certainly means something different to millennials. We know that good product and service alone is not enough to attract the attention and loyalty of the upcoming generation of mainstream travellers who are seeking experiential, shareable and transformative moments. We have already seen the definition of luxury hotels shift dramatically over the last 20 years and I expect the segment will continue to change rapidly, as hoteliers are forced to keep up with the speed of culture by generations that expect nothing less from the brands they interact with.

Developers and owners are attracted to luxury brands that are selling more than just a five–star room and a good buffet.

Like the upcoming generation, they are looking for cultural resonance and innovation. QT Hotel’s award–winning restaurants and bars including Gowings Bar and Grill at QT Sydney, Pascale in QT Melbourne and Santini at QT Perth, are established dining destinations in their own right and a strong example of where hotels in Australia are moving.

QT is also a champion for its local communities, local culture and local providores. Because our bars and restaurants are loved by locals we create places where locals and travellers can authentically connect. And then we overlay social spaces for work and play, whether its collaboration workspaces in our lobbies or yoga on our

rooftop. I think finally it’s our quirky, unexpected touches that layer personalised experience with something truly unique. Be it the beloved Directors of Chaos, our impressive art collection or interesting design elements – we deliver luxury with an edge.

The development pipeline for the brand is exciting; we have QT Auckland and Newcastle opening in 2020 and Adelaide and Parramatta opening in 2021.

INTERCONTINENTAL HOTELS GROUP

Abhijay Sandilya, Senior Director of Development – Australasia

In Australasia, we’ve historically experienced under supply in the luxury segment and there continues to be limited opportunities for new luxury properties in this market – and there is a case to be made that this is how it should be.

Of course, we are absolutely looking for great opportunities in tier one cities such as Sydney, Melbourne and Auckland and key leisure destinations across Australasia, but they must be the right ones that represent our brands and emerging segments.

Luxury hotels continue to be highly coveted by guests, and it is set to become more so. Today, Millennials represent only about 32% of the luxury market, but by 2025 they will make up almost 50%, and this is a segment that increasingly seeks unique, Insta–worthy experiences over things. So, as we look at growth, our focus is on modernity, moving away from homogeneity and introducing more bespoke features into our design and brand experiences.

Two great examples: recently we reopened Hayman Island to the world under the InterContinental brand, following a AUD$135 million investment by owner Mulpha Australia Limited; and in 2021 we will open InterContinental Auckland at an unrivalled location on the city’s waterfront, with a halo address at 1 Queen Street. These hotels represent two spectacular, but unique, iterations of the InterContinental brand, both leaning on great design, aspirational location, and a strong focus on luxury F&B. We’re also focused on working with owners to invest in refurbishment so that our hotels can continue to be recognised as world–leading, and

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we are about to kick off a number of refurbishment projects including InterContinental Sydney and Sanctuary Cove.

I’m possibly a little biased, but with luxury opportunities limited and the complexities and costs so high, it’s important that any developer looks to established brands and experienced operators to make them a success. That’s why our luxury estate is exclusively managed today – owners see the value in partnering with the experts.

It’s also where mixed–use developments with luxury branded residences continue to be popular, providing guests with a community of facilities in the one complex, as well as a greater ability for owners to maximise the value from their overall investment.

IHG is lucky enough to have InterContinental, the world’s largest luxury hotel brand, in its arsenal, along with some of the most–loved luxury brands that are not currently in Australia but we think have amazing potential: Regent, Kimpton Hotels and Restaurants and Six Senses Hotels Resorts Spas.

MARRIOTT INTERNATIONAL Richard Crawford, Senior Director of Hotel Development – Australia, New Zealand, and Pacific

As the world’s largest hotel company, Marriott International manages and franchises hotels across all tiers of accommodation. We are, however, recognized as the global leader in the luxury accommodation segment, with brands including Ritz–Carlton, St. Regis, J.W Marriott, W, EDITION, Bvlgari and Luxury Collection enjoying dominant international market profiles and rapidly growing footprints.

After a record period of growth in Australia, Marriott International’s pipeline still numbers 20 new build hotels, with agreements being negotiated for 20 more. This period of expansion will be remembered as a transformative time for our company, not only for our growth, but also for the way our hotel offerings have changed – because almost half of our pipeline projects in Australia are luxury hotels.

The recent return of W Hotels to Australia, with the opening of W Brisbane, is the initiation of a rollout of this iconic brand across Australia’s major cities. W Melbourne, followed by W Sydney (and others yet to be announced), will herald a new age of accommodation in Australia and challenge the current landscape of legacy five star hotels.

In the same way, when Ritz–Carlton Perth opens in November this year, it will mark the return to Australia of another luxury hotel name with an enviable global pedigree. Ritz–Carlton Melbourne, and more, 66 HM The Business of Accommodation

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will follow. Other luxury hotel announcements by Marriott International in Australia include The St. Regis Melbourne and The Tasman, a Luxury Collection hotel in Hobart, both of ye which will set new accommodation of xp an s ion s s benchmarks in their respective cities. ion: e r An artist’s imp Marriott International’s approach to luxury hotel operations is to engage in Hotel Management Agreements, which typically attracts experienced off–shore hotel owners. These sophisticated investors recognize the power of established brands and share our outlook of confidence in the growth of affluent travel markets – who have long been under catered for in Australia.

MINOR HOTELS

James Kaplan, Senior Vice President – Development

International and domestic travellers are in

constant search of new aspirational experiences, hence the need for hotel companies such as ours to continuously strive to develop new and exciting hotels, in equally exciting and dynamic destinations.

Our own backyard, Thailand, is still providing enticing leisure destinations and opportunities, as such we are developing numerous new luxury resorts and city hotels to cater to this demand.

Regionally Indonesia, Vietnam and Malaysia feature prominently in our development pipeline and we continue to selectively pursue opportunities in China and North East Asia.

Increasingly, luxury is associated with unique guest experiences and incomparable activities. Australasia offers an abundance of opportunities to combine memorable experiences with developing new destinations. As Australia becomes increasingly popular with the Chinese traveler in search of unique culinary focused travel, Australian wine regions throughout the country present wonderful opportunities to combine stunning scenery with an elevated gastronomic and wine experience. Combine Spa and Wellness and you have the complete true luxury offering. The South Pacific presents a number of enticing opportunities, from Fiji to French Polynesia, and we’re on the lookout for locations that could work as hosts for our various brands.

In terms of physical development, it is increasingly rare to find a standalone hotel due to increasing land and construction costs. In today’s markets, the returns generated by a standalone hotel often do not support the investment. Therefore, integrated resorts and mixed– use urban properties are increasingly common wherein the developer can monetise some of the real estate though residential sales and harmonise the operation through shared services and costs among the hotel, residential units and other facilities. An example of this will be our soon to open Anantara Desaru Coast in Malaysia, which features spectacular private residences alongside the traditional resort.

Target areas for the luxury traveller will be those that stand to

benefit from direct international air access. Resorts must offer a combination of unique experiences such as wildlife, winery tours, local cultural immersion and recreation such as boating, golf and wellness. Established examples of destinations would be places like Bali and the Hunter Valley. Up and coming areas that are promising, provided international access improves, include Flores in Indonesia, the Andaman Islands and Okinawa, Japan for resorts. n

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#WhatsYourBoldIdea se.com/au/hotels ©2019 Schneider Electric. All rights Reserved. Schneider Electric | Life is On and EcoStruxure are trademarks and the property of Schneider Electric SE, its subsidiaries, and affiliated companies.

All other trademarks are the property of their respective owners.

HM Q&A | GENERAL MANAGERS

Jas on Sabin

Pa ul Columbus

Ne era

j Chadh

a

AUSTRALASIA’S

FINEST EACH YEAR FOLLOWING THE HM AWARDS, WE SIT DOWN WITH THE WINNING GENERAL MANAGERS (AUSTRALIA, NEW ZEALAND AND PACIFIC) TO GET THE INSIDE WORD ON THEIR ACHIEVEMENTS. IN 2019, WE HONOUR JASON SABIN, HOLIDAY INN EXPRESS SYDNEY MACQUARIE PARK; PAUL COLUMBUS, NOVOTEL AUCKLAND AIRPORT AND NEERAJ CHADHA, MARRIOTT INTERNATIONAL FIJI AND SAMOA.

Congratulations on your award win. Could you describe your reaction and that of those at your table when your name was read out?

J

ason: In all honesty, I was proud enough to just be a finalist with such an elite cohort of GMs, so I was absolutely thrilled to hear I had won.

Holiday Inn Express and Pro–invest Hotels Group were well represented across two tables, all supporting the individuals and hotels that were finalists in the awards, so when my name was announced, our tables erupted with cheers. There were a lot of hugs and possibly a drink or two were spilt! Despite opening four hotels in the last three and a half years, as a group, Pro–invest Hotels are still relatively young. So, we were all incredibly proud to achieve this award together as this was certainly recognition of a culmination of effort from the broader Pro–invest family who have committed themselves to making our hotels a resounding success in Australia.

Paul: First reaction was – I cracked it! Followed then by appreciation as it is an amazing sensation when you are recognised in such a way.

Neeraj: The team in Fiji and Samoa is on an exciting journey and it is great to see their efforts being recognised. Unfortunately for me, I was not in Sydney as we have a fabulous renovation underway at the Sheraton Resort and Spa in Denarau.

Tell us a bit about your professional journey to this point and the road you’ve travelled to get here?

HI Express rooms are spacious and ergonomically designed

68 HM The Business of Accommodation

Jason: I have always loved hospitality and started working in the industry as soon as I left school. With my mother being Chinese/Malaysian, in stereotypical fashion I felt the pressure of an ‘Asian parent’ to pursue a career as doctor, lawyer or an engineer. She certainly held reservations when I advised I wanted to

HM Q&A | GENERAL MANAGERS

work in hotels. My first taste was back in 2005 at the Holiday Inn Potts Point where I was employed as a bar person. After progressing through the ranks in F&B, I moved across to Front Office as a Duty Manager, then eventually progressed to Rooms Division Manager.

My career growth at Holiday Inn is a true testament to the leaders who trusted and backed me, together with IHG’s commitment to growing talent through robust learning and development programs. After 10 years and with IHG blood running through my veins, it was a difficult decision to accept a Hotel Manager role with Meriton Suites. However, only six months later I took the opportunity to work with Pro–invest Hotels Group to open Australia’s first Holiday Inn Express in Sydney’s Macquarie Park as General Manager. Happy to advise my mum is super proud of my achievements.

Paul: I returned to NZ from 10 years away working in the UK, mostly with Accor, joining them in Jan 2003.

I was a Regional Manager for the Novotel brand in the Northwest and Yorkshire, supporting seven hotels. The desire to return home and work on a special project was rewarded when Accor NZ was recruiting for an opening GM at Auckland Airport. This journey has been exceedingly rewarding in itself, working with a great ownership group in an extremely dynamic environment.

I’ve taken interest in the sector by Chairing the TIA Auckland Hotel Sector Group and with the ATEED Destination Marketing Committee.

Neeraj: After finishing hotel school in Switzerland, I landed in Australia to start my career as a banquet waiter at Sheraton Towers Southgate in Melbourne as a part of the pre–opening team. I went to Switzerland because of my passion for travel and to see the world, and I chose to

return to Australia because of the Cricket World Cup in 1992 (I’m passionate about the sport!). I also had the option at different stages to do my Masters in the US or to migrate to Canada. But here I am.

ITT Sheraton bought the Park Lane Hotel in Sydney in Neeraj Chadha – Marriott International 1995 and I was a part of the task force team to help with the hotel’s conversion to Sheraton on the Park – along with Mr Peter Thompson who was the GM at that time. I ended up staying there as Banquet Manager and moved up the ranks.

Having gained experience in operations, I moved into sales and marketing to get a broader understanding of our business and general management. I am fortunate to have had the opportunity to work in and experience the culture of destinations like Australia, Sri Lanka, India and now in Fiji, and with four major hotel organisations. It has been a fulfilling journey and I have learnt from some excellent leaders. I have now been with Marriott International for 11 years and consider myself very fortunate to be working with a great team in Fiji and Samoa.

“Resilience and tenacity are the attributes that will help you realise your potential.”

What is some advice you could give to those coming through the ranks who aspire to achieve similar levels of success?

G

Jason: It might be a selfish way of thinking, but I have always been a firm believer that you will never be able to make anyone happy – be it friends, family, employers or work colleagues – until you are happy with yourself. So apply absolute passion and commitment The swimmin g p oo l at to everything you do, be confident in the She rat decisions you make and surround yourself on Sa mo with positive people and mentors aA that will guide you along the way. gg ie Then you can go home at the

Novotel Auckland Airport is steps from the terminal

y re

's hotelmanagement.com.au 69

HM Q&A | GENERAL MANAGERS Novotel Auckland Airport features a live wall of greenery in the lobby

Neeraj: I was 17 when I left India and had never travelled overseas. Since then, the industry has taken me to work in 10 different cities and destinations. I was and I am a student for life. Believe in yourself and stay focused – rewards will come.

HM Awards are all peer nominated. How does this make you feel knowing that the work you do is appreciated by so many?

end of the day and be proud of your work and be content that you made a difference. My other piece of advice is to continue to challenge yourself. As Leanne Harwood puts it – “get comfortable with being uncomfortable!”. It

wasn’t until I stepped out of my comfort zone and beyond the safety blanket of the hotel I worked at for 10 years that my career really started to take off. You’ll be surprised what you are capable of if you give yourself a chance. I have been self–disrupting ever since.

Paul: Be focused and always put people at the heart of all you do. Build relationships and lead by example.

Neeraj: I will quote the Dalai Lama: “Success is not measured by what you have but, it is by what you have to give up to be where you are.” Resilience and tenacity are the attributes that will help you realise your potential.

Allow me to make a comparison between cricket and our industry. In cricket, the pitch, the weather, the location, the opposition and the fans are a given.

It is how you bat that will make you a great player. Similarly, in our industry, market challenges, our competition, shareholder expectations and the boss are a given. It is how you 'bat' that will make you a great player.

If you could look back and give your younger self some advice, what would you say to him?

Jason: After telling him to get a haircut, I would tap into my advice given above and encourage him to explore opportunities within IHG, perhaps across different brands and regions. Working in this industry, we are privileged to take our skills anywhere in the world, and even if it is a sideways step in your career, to experience different markets, guests and leadership styles will undoubtedly instil attributes of versatility, resilience and diversity acceptance into one’s character – all of which can be harnessed and applied in your own leadership style.

Paul: Be patient. Forty years in the industry goes by so fast!

70 HM The Business of Accommodation

Jason: It really makes me feel that I have achieved what all leaders desire – a highly engaged team that has bought into your vision, who perform well not because you have directly asked them to but do so because they feel a sense of belonging to the business. And, knowing I have played a big part in developing the team to that point makes me feel immensely proud. I'm not sure if I have transcended to the upper spiritual echelons of Maslow’s Pyramid, but certainly I feel a great sense of fulfilment knowing my Jason Sabin – Holiday Inn Express Sydney work is truly appreciated Macquarie Park by the team. Am now looking forward to using this acknowledgement to confidently, yet humbly guide and shape all the future teams I will have the pleasure of working with.

Paul: Humbling.

Neeraj: My congratulations to all the leaders Holiday Inn nominated – every one of them deserves the recognition.

Express Sydney Hospitality and tourism leaders in Fiji are driven, Macquarie Park passionate and really want to make a difference not just to the industry, but to the wider community. At Marriott International, we believe in putting people first and this philosophy is ingrained in our DNA. There is plenty more to do. As Mr J. Willard Marriott said: “Success is never final”. Thank you to all who have recognised that we are on the right path to achieving greater success. n

I’m happy to advise my mum is super proud of my achievements.

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Denarau Island Resort & S

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Fiji

CONCIERGE CORNER

NZ leading the way

HM Award–winning Concierge, Phil Shearer from Rydges Wellington, takes us through his journey to being recognised as the best by his peers.

PHIL’S GUIDE TO WELLINGTON Best restaurant?

Logan Brown, followed closely by a steak at The Portlander, although, you can’t beat a Sunday brunch at Floriditas.

Best tourist attraction?

Te Papa! Allow plenty of time so you don’t miss the Gallipoli exhibition – it is my personal favourite.

City’s hidden secret?

I

t is an honour to be awarded the title of Concierge of the Year and to be celebrated by my peers in this way. It is such a reward to have my passion and commitment to delivering unparalleled customer service recognised by the best of the best in the hospitality industry.

I’m incredibly fortunate to be supported by an amazing team at Rydges Wellington and the wider Event Hospitality and Entertainment group, who empower me to go above and beyond every day.

Tell us a bit about your career journey to this point?

It began in 1991 at the Parkroyal in Wellington where I was positioned in the Stores and Purchasing Department, which was a really amazing time for me.

In 1993 I went on my big overseas adventure. Over this time I was based at The Regency House Hotel in Gower Street, London.

In 2000 I moved back to New Zealand and in 2001 I started at the beloved InterContinental Wellington as a Porter. I moved up to be a Commissionaire at The Ascott Metropolis Auckland before honing my skills and progressing to Concierge.

Working closely with Franz Staufer at the InterContinental in Wellington, I was introduced to the Les Clefs d’Or. From that day on, I knew that becoming a Les Clefs d’Or member was my mission. I returned to Wellington in 2007 as Chief Concierge at The Holiday Inn, which was later rebranded to Rydges Wellington. In 2008, I was able to achieve my goal, becoming a member of Les Clefs d’Or.

What are some of your personal career highlights from behind the concierge desk?

There are many, many highlights. Becoming a member of Les Clefs d’Or is one, but I’ve also had the pleasure of hosting the Rugby World Cup teams in 2011 and many international cricket teams who have stayed at Rydges Wellington. I’m an absolute sports fanatic, so working with these teams and sporting legends was incredible.

I have also enjoyed getting to know the media personalities that come to broadcast these high profile sporting events as well as hosting pop and rock stars that frequently come to stay at Rydges.

Assisting with the running of the 60th UICH Les Clefs d’Or International Congress in Queenstown in 2013 is also a notable highlight.

Best historic element?

The Wellington Cable Car. With a history dating back more than 100 years, it is a personal favourite that I have loved since I was a child.

Best way to spend a day?

You can’t beat a day lying on the banks of Basin Reserve watching cricket in the sun. However, a walk around the waterfront, followed by a swim at Oriental Bay comes very close.

Ideal length of stay in Wellington?

You need a minimum of three nights, which gives you plenty of time to explore Wellington City and visit the Wairarapa for the fantastic wineries and have lunch at the famous Lake Ferry Hotel. For car enthusiasts a trip up the Kapiti Coast to visit the Southwards Car Museum is also a must during your stay. ton ng l li

Ryd ge sW e

Congratulations on winning HM Concierge of the Year for 2019. How does the award make you feel about all your hard work and being recognised by your peers?

Without a doubt the South Coast is a treasure.

I suggest hiring a car to drive around Shelly Bay and through to Owhiro Bay. Watch out for penguins and call in for coffee or a craft beer at one of the wonderful cafes in the precinct.

What advice would you give to young, aspiring Concierges getting started in this line of work?

Nothing beats hard work. Always be yourself and treat each guest in the same manner you’d expect whether checking into a hotel for a holiday or business or a conference. n hotelmanagement.com.au 71

INTERIOR DESIGN West Hotel Sydney, a Curio Collection

by Hilton has opted to add space to its restaurant in exchange for a more compact lobby

EVERY HOTEL IN THE WORLD HAS A PERSONALITY AND, AS MATT LENNON WRITES, THIS IS BEST EXPRESSED IN ITS LOBBY, DINING VENUES AND OTHER PUBLIC SPACES. The Westin Brisbane has no qualms with space, even if it appears empty

72 HM The Business of Accommodation

H

otels have been searching for that magic ingredient that gives it that edge in a city or community since the beginning of time. But in authenticity, that edge could have been right under its proverbial nose the whole time.

Irrespective of whether that hotel sits in the middle of the busiest city or in the middle of a small regional town, that authenticity is the conduit and connection between a hotel and its customers. And most often, as the first point of contact for a guest, this authenticity and personality is displayed in a hotel’s lobby.

Psychologists have written that a business has only seven seconds in which to make its lasting first impression.

In fact, that first impression is indelibly etched in a customer’s mind in as little as the first three seconds, with the remaining four perhaps a generous allowance in which your business’ fate is sealed, either positive or negative. Months of hard work can be eroded in just seven seconds if a particular detail is omitted or neglected. In prehistoric times, seven seconds was all that was available for a person to make a life–or–death decision when encountering a dangerous animal and while not as barbaric in the modern business world, the underlying premise remains true to this day.

For some architects and interior designers, a mental vision of a great lobby

INTERIOR DESIGN

developments on the go, Woods Bagot Principal and Hotel Design Leader, Eva Sue, says the days of the typical lobby model are long gone.

“Today, the hotel lobby seeks to deliver individualised and memorable experiences for all travellers. This can manifest in the form of social and collective experiences such as bars, co–working and club–like spaces encouraging guest interactions, to more intimate and personalised experiences centred around art or contemplative library and lounge spaces. The Westin Brisbane lobby features a bar for a seamless check–in and lifestyle experience.”

For Woods Bagot Principal and Regional Interior Design Lead (Australia), Tracey Wiles, a designer can easily get carried away by their imagination if not for certain standards set by a managing hotel brand.

However, this can often be negated by the sheer number of new brands hitting the market in today’s accommodation landscape. With every brand comes a new standard and with every new standard, a new design.

“With the extreme and continually growing influx of new brands coupled with increased guest awareness, it’s essential to ensure each offer is distinct from the next. We can be working between multiple diverse brands simultaneously, from QT to InterContinental and Marriott to Ovolo. The definition of each brand, combined with each unique location allows us to produce a truly individual experience for the guest.

“Aesthetics grow organically when responding to the location, brand standards, and overarching design concept, functionally must be inherently embedded in the design process.”

And ultimately, the guest experience is why hotels do it at all. n

A natural look accentuates the surroundings at Te Waonui Forest Retreat

Some hanging greenery can add a nice natural touch

space can be developed almost as quickly upon laying eyes on the space available. For Richard Dalman of Dalman Architecture, which worked on the recently–opened Four Points by Sheraton in Auckland, mental images of what was to come were forming almost instantly.

“This is a conversion from an office building to a hotel.

When we first walked into the existing office building, the location of the lobby was obvious. The space had great height and natural light from high level windows that suited a grand hotel lobby space, so that is where we located it. This lobby is a comfortable oasis from the hustle and bustle of central Auckland.”

Central Auckland is a world away from Te Waonui Forest Retreat in Franz Josef, a luxury lodge in the New Zealand wilderness. Being a natural environment, the opportunity to incorporate natural elements is not lost on a designer. For Dalman, a different kind of thinking was needed here in order to preserve that authenticity – never more important than in a tranquil, natural setting where clients are seeking something entirely different.

"The hotel lobby seeks to deliver individualised and memorable experiences for all travellers."

Eva Sue – Woods Bagot Principal and Hotel Design Leader

“The reception ceiling is deliberately low, like being on the forest floor, and is quite a contrast to the light– filled restaurant above amongst the forest canopy,” Dalman explained.

“Guests are taken on a natural rainforest journey with this resort, which starts with this lobby. The reception reflects and is consistent with the exterior environment

[with] authentic architecture that speaks of its place – a critical trend in contemporary hotel design.

For an architecture and design giant such as Woods Bagot, which is currently working on a catalogue of projects from city and airport hotels to architectural behemoths capable of housing not just a hotel, but an IMAX theatre. With such a variety of skyline–changing

The lobby at InterContinental Perth

hotelmanagement.com.au 73

PEOPLE

ON THE MOVE Your update on the latest key personnel movements across the hotel industry

Reopening last year after a major refurbishment, Sir Richard Branson’s Makepeace Island has recruited Bobbie Murphy as General Manager to drive the island’s profile in the boutique luxury space. Murphy will put her passion for excellence and a commitment to operate at zero–waste to her new role. She joins Makepeace from Spicers Tamarind Retreat in the Queensland Hinterland, where she was General Manager.

Sudima Hotels and HIND Management has shuffled the decks with promotions and internal reassignments. Ifti Hussain will take on the role of General Manager – North Island Hotels, based out of Sudima Auckland Airport. Also at this hotel, Dharma Shah joins as the property’s new Executive Chef and Roma Patel becomes the new Rooms Division Manager.

At Sudima Lake Rotorua, Rajas Patel has been promoted to Hotel Manager after eight years with the company, with Kevin Dias replacing him as Executive Assistant Manager, Megan O’Brien becoming the new Talent and Culture Manager and Samantha Roebuck taking on the role of Food and Beverage Manager. On the South Island, James Wilson joins the company as Executive Assistant Manager at Sudima Christchurch Airport, while Shelley Matthews has been appointed Talent & Culture Manager – Christchurch Hotels.

Highly experienced in the luxury field, Christopher Greening has taken on the role of General Manager at Little Albion, a Crystalbrook Collection Boutique Hotel in Sydney’s Surry Hills. With over a decade in the game to his name, Greening’s history includes senior positions with One&Only Collection, Hayman Island Resort and Meriton Suites, with whom he pre–opened two hotels. Speaking on his appointment, Greening said Crystalbrook was “an incredibly attractive company to work for; fresh, vibrant and progressive."

Tourism Noosa has recruited Melanie Anderson as its new Chief Executive Officer following the completion of a 12–month contract for her predecessor. Backed by a long career in executive tourism roles, Anderson led successful initiatives including infrastructure for Outback Tourism which led to the creation of 30 new tourism products across the state. Her professional history also includes experience working alongside Brisbane Marketing, Brisbane Convention and Exhibition Centre and the Department of State Development.

Beginning at the Brisbane Marriott as Assistant Controller in 1999, John Douglas has worked his way up within Marriott International to be appointed Area Director of Finance Australia, New Zealand and Pacific to now oversee the financial operations at more than 30 properties across the region. In his time with Marriott, Douglas has worked in Finance roles at Marriott properties in Hawaii, the Caribbean and in London, where he spearheaded several profitable initiatives.

Long–serving Assistant Chief Concierge at Pan Pacific Perth, Stuart Spicer, has been named as Les Clefs d’Or State Director for Western Australia.

His new duties will include representing the state’s concierge base at industry events overseas including networking sessions, familiarisation trips and recruitment drives.

Spicer has worked at Pan Pacific Perth since 2011 and was presented with his Les Clefs d’Or Golden Keys in 2017.

74 HM The Business of Accommodation

Hilton Fiji has added two new members to its management team, with Nauman Hasan taking the reigns as Hotel Manager at DoubleTree

by Hilton Fiji – Sonaisali Island. Hasan moves to Fiji following his former role at Treasury Casino and Hotel Brisbane. Additionally, working at this hotel and Hilton Fiji Beach Resort and Spa will be Waleed Hassan, who joins as Cluster Commercial Director and will oversee commercial activities for both properties.

Food and Beverage industry leader, Nicholas Chapple, has pulled up stakes on the east side of Australia at the Sofitel Gold Coast and headed west, starting as the new Director of Food and Beverage at Westin Perth.

Beginning in Sydney, Chapple has developed his talents in the sector, with his career to date taking him to China and many other hotels around Australia.

Securing new accounts, generating top–line revenue and managing existing clients are among the duties of Vivienne Valentine, who has begun in her new role at Outrigger Fiji Beach Resort as the hotel’s Director of Sales. Vivienne is highly experienced within Fiji, having worked with Tourism Fiji in Australia and with Warwick International Hotels South Pacific.

Experienced tourism executive Simon Westaway has been named as the Executive Director at the Australian Tourism Industry Council (ATIC), which collectively represents the state and territory tourism bodies. Among Westaway’s remit is to continue his track record of achieving strong policy outcomes for tourism at state and federal government level.

DE IN HIGH A FOR NEW ERRALIA T SM AUS TOURI S LOBBIE HOTEL TEMENT A STA MAKE

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HM, now in its 23rd year, is the leading accommodation trade magazine in the region and is distributed to most large accommodation properties in Australia, Fiji, New Zealand, Noumea, Vanuatu and Tahiti.

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