HM October 2020

IN THIS ISSUE

FULL RECAP OF AHICE AND DESIGN INN 2020 BRILLIANT BATHROOM AMENITIES LEADING DESIGNERS SHARE LOBBY SECRETS THE BUSINESS OF ACCOMMODATION IN ASIA-PACIFIC Vol.24 No.5 Bi-monthly October 2020

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The next decade: Planning for the Future of the Australasian Hotel Industry

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CONTENTS

24

October

The new-look Crowne Plaza Sydney Coogee Beach

24 CROWNE PLAZA GOES HIP

A multi-million-dollar makeover at Crowne Plaza Sydney Coogee Beach has created a new social highlight on Sydney's beachside landscape.

2020

Vol. 24 No.5

32

IDEAS AND INNOVATION

The return of Design Inn provided a forum for the world's most edgy interior designers to share details on hotel projects new and still to come.

34 AHICE KICKSTARTS THE RECOVERY A world of hot-button issues were debated and discussed by industry leaders at a sociallydistanced but highly energetic AHICE 2020.

40 COMMON DESIGN GROUND

Our leading designers dissect the messaging sent by hotel lobbies and common facilities.

42 TOGETHER AGAIN

Hybrid events are here to stay and hotels are jazzing up their tech to excite meeting planners and bring businesses and teams together again.

44 LOCAL FLAVOURS

A number of exciting new international and Australian-made bathroom amenity lines have entered the hotel landscape in recent months.

46 C OVID-SAFE COMPLIANCE

Staff and student training has undergone some significant changes during the pandemic.

48 28 Hotel Britomart in Auckland is now open

LIFE OF LUXURY

There is much to be excited about in luxury development, with investors eager to spend.

HM Q&A

28 T FE HOTELS' ANTONY RITCH

Following his maiden appearance at AHICE, HM sits down with TFE Hotels CEO, Antony Ritch, to talk new brands and global expansion.

Regulars

08 EDITOR’S LETTER

James Wilkinson on industry resilience and the efforts behind a successful AHICE 2020.

10 NEED TO KNOW

The 16 essential news stories you need to know this month – spanning operations, development and tourism industry news.

On the cover

IHG execs Ruwan Peiris, Leanne Harwood and Abhijay Sandilya at voco Hunter Valley

34

Hilton’s Heidi Kunkel was a headline speaker at AHICE

20 COVER STORY

Presented this month by IHG.

hotelmanagement.com.au 7

EDITOR’S LETTER

Making AHICE happen, against the odds

Managing Director

A

Simon Grover

few weeks ago, we hosted the 11th annual Australasian Hotel Industry Conference and Exhibition (AHICE) at Hyatt Regency Sydney and once the two-day event concluded, it was most certainly a feeling of overwhelming joy.

Back in March when the COVID-19 pandemic took hold of the globe and closed down entire sectors, such as hospitality, in Australasia we knew that AHICE would need to be held to assist in the recovery in some way, shape or form.

Our original plan was to keep the event in Melbourne and shift it from May to September, adding satellite hotels in Auckland and Sydney for those who weren’t able to travel due to border restrictions with New Zealand and travel bans domestically for many businesses.

How quickly things changed and each week things took a different turn. But right from the start, our premise was to postpone not cancel, adapt not quit, go hybrid not virtual and make things happen.

Dozens of people asked us to put the conference on to give hoteliers and suppliers, both big and small, a forum to discuss the issues at hand. To collaborate, share ideas and help get out of the pandemic together and quicker, not longer.

Too many conferences gave up, saying they will do something next year. That’s not us. We are about here and now. We knew the industry needed a forum and I am so happy that we were able to deliver that.

AHICE was held with our maximum limit of 150 in person and over 700 virtually. It also saw the return of the Design Inn Symposium, which brought together some of the best architects and creative minds in the business.

With 96 per cent of events cancelled or postponed in 2020, the odds were certainly against us. But we made AHICE happen, with some fantastic industry support, which in turn I know will assist in the recovery of this great sector.

Enjoy the issue and I look forward to your feedback.

Yours in hospitality,

C up ro

, Jure Domazet, s po EO

Accor’s Simon McGrath, IHG’s Leanne Harwood and Radisson’s Mark Bullock speak at AHICE

ke a

MEET THE HM TEAM…

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Matt Lennon Deputy Editor

8 HM The Business of Accommodation

James Wells

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James Wilkinson jwilkinson@intermedia.com.au

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National Sales Manager Tara Ducrou tducrou@intermedia.com.au

Contributing Writers

Michael Johnson, Dean Long, Sally Attfield and Peter McBrearty

Production Manager Jacqui Cooper jacqui@intermedia.com.au

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The HM Awards are firmly recognised as the leading awards night on the accommodation and hospitality industry calendar.

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16

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

Read more at HotelManagement.com.au.

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Associations merger back on as top level talks confirmed Two associations share goal of creating a unified voice for the hotel industry in Australia.

A MERGER BETWEEN Australia’s two hotel associations is back on the table as the goal of creating a 'unified voice' edges closer to a reality.

Announced prior to the start of the 2020 Australasian Hotel Industry Conference and Exhibition (AHICE), headlined sponsored by Hostplus and Intrust Super in Sydney, the news comes at a time when lobbying has never been more crucial.

In a joint statement, Australian Hotels Association (AHA) President Scott Leach and Accommodation Association of Australia (AAoA) President

Julian Clark said the AHA, Tourism Accommodation Australia and AAoA were working on creating a united voice for the struggling sector.

“A small working party representing all of the associations has been put together to work on a new model representing one clear national voice for the accommodation sector,” Clark said.

Leach said: “This working party has been meeting behind the scenes, is making progress and we remain confident of finally bringing the AHA, TAA and AAoA together at this crucial time for our industry.”

02

Fairmont to make local debut in Port Douglas New eco-luxe resort to sit between Great Barrier Reef and Daintree.

A CONNECTION TO nature will be the core ethos behind the first Fairmont branded hotel in Australia, with Accor confirming the luxury label will arrive in the North Queensland city of Port Douglas in 2023.

Revealed at AHICE, Fairmont Port Douglas will feature 253 guest rooms blending with the natural environment. Guest facilities at the resort will include multiple swimming pools, a treetop walk attraction, day spa and conference facilities. The lobby design will be inspired by tropical gardens and bird nests.

10 HM The Business of Accommodation

Fairmont Port Douglas illustration Collaborating with developer Chiodo Corporation, Fairmont Port Douglas will be nestled between the Great Barrier Reef and the Daintree Rainforest, designed sustainably to complement the natural environment.

The hotel has already been awarded for its environmental credentials, having been bestowed with an Eco Destination Certificate from Ecotourism Australia.

Accor has committed to working closely alongside the Kuku Yalanji community as the traditional owners of the land

on which Fairmont Port Douglas will sit. Indigenous ‘Welcome to Country’ ceremonies will take place to open special events held at the new resort as a way to immerse guests and visitors to the culture of the region.

Fairmont Port Douglas will be the first property branded as such within the Accor network in Australia. The company presently operates the Fairmont Resort and Spa Blue Mountains however this is actually part of the MGallery by Sofitel collection.

THINGS YOU NEED TO KNOW 03

Accor issues blunt warning to Queensland Simon McGrath says hotels may be closed well into 2021 unless borders reopen.

Accor Pacific CEO, Simon McGrath

ACCOR’S CHIEF EXECUTIVE Officer for the Pacific, Simon McGrath, says the company could be forced to close hotels for up to six months of 2021 if Queensland’s borders continue to be indefinitely closed.

He says the ongoing domestic border closure is costing the state around AU$17 million per day and urgent action is required to save the state’s economy.

“The current border restrictions mean that Queensland will miss out on the summer dollar, a crucial period for local businesses, the economy and jobs,” McGrath says.

“Now is when people are booking visits for the next three to six months and if they don’t have certainty that Queensland will be open, then Queensland will miss the surge in travel and fall behind other states.

“Queensland could go from leadership to last in the race for tourism,” he says.

With tourism annually contributing AU$25 billion to the Queensland economy employing 217,000 Queenslanders directly or indirectly, McGrath says the ongoing uncertainty will put those numbers at risk.

“If Queensland misses this crucial booking window and JobKeeper falls away, then some hotels will close for the first six months of 2021,” he says.

“This will significantly impair the state’s ability to bounce back; certainty is required now.”

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THINGS YOU NEED TO KNOW

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04

TFE Hotels bringing Quincy to Melbourne Asian fusion brand to showcase Singaporean flair.

By Dean Long, CEO, Accommodation Association

NH Collection to make Asia Pacific debut in Sydney

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12 HM The Business of Accommodation

TFE Hotels CEO, Antony Ritch, said he was thrilled to see the Singapore-based brand make its way into Australia.

“With Quincy we are bringing the sights, sounds and most importantly flavours of South East Asia to Australia,” Ritch said.

TFE says Quincy Melbourne will be aimed at a “generation on the go” and urban socialites with a passion for culture, innovative interior design and architecture.

06

The

IT HAS BEEN eight months since Australia’s borders closed and our industry experienced a downturn not seen since the Great Depression.

Reflecting on the impact this has had on our sector, I am extremely proud to lead your team here at the Accommodation Association through this continuing crisis. It is not a statement I write lightly. Ensuring our sector has had a seat at the table and delivering outcomes, especially in times of need, is why I took this role about 18 months ago.

The Association’s work has had a direct impact on your businesses: Advocating strongly with our industry colleagues to establish and extend JobKeeper, the Mandatory Code of Leasing and Cashflow Boost 1 and 2.

These measures were critical in supporting your teams and your businesses.

We have also recommenced our in-person events with market updates taking place around the country. This is important to ensure you have the best available data and insights as you plan for what will be a challenging start to 2021.

I have asked the team to anchor each day with the same question: “What can we do to best support our members?” I know from feedback that you see this focus in each of the team members of the Association. This is of course at the core of the discussions underway to create a single and united voice for our sector. I can assure you that the process is dedicated to finding the outcome that so many of you have asked for over the years. A single and united voice will only strengthen the activities of the Association and provide greater member value which is the reason our Industry Association exists.

un ky sty le

Finding a united voice

UPPER-MIDSCALE ASIAN brand, Quincy Hotels, will make its debut in Australia after TFE Hotels announced the local debut of the label in Melbourne.

Revealed at AHICE, Quincy Hotel Melbourne, located at the top of Flinders Lane, will feature 241 rooms and guest facilities including three F&B outlets, club lounge and rooftop swimming pool offering guests panoramic views over the city.

ill be de

’s f olo v O corated in 05

Ovolo signs third Melbourne hotel in South Yarra Ovolo South Yarra will feature a heavy 1970s rock music theme.

Ovolo Group revealed at AHICE the first renderings of the brand’s third hotel in Victoria, which is on track to open to guests in the first quarter of 2021.

The new Ovolo South Yarra will feature 123 rooms and suites decorated in the style of 1970s rock music and pop culture.

Located on the corner of Toorak Road and Chapel Street in South Yarra, guests will experience an injection of colourful energy infused in the form of graphic wallpapers, bespoke joinery pieces and pattern-heavy furnishings.

New signing marks the group’s first Pacific foray.

MINOR HOTEL GROUP will introduce the NH Collection brand into the Australian market, with a newbuild Sydney CBD property opening to guests in 2023.

NH Collection Sydney will feature 254 hotel rooms, a fitness centre, conference facilities, restaurant and lobby bar.

The brand's introduction to Australia marks its first expansion outside its Europe and Latin America heartland.

NH Collection Sydney will be on Wentworth Street

THINGS YOU NEED TO KNOW

EOS by SkyCity is one of Adelaide’s hottest new entertainment precincts

07

Exclusive: Adelaide hotel construction booming

South Australian Tourism Commission CEO, Rodney Harrex, says investors are flocking to build in the state.

SOUTH AUSTRALIA WILL welcome more than two-dozen new hotels in the next few years as investors respond to visitor arrival numbers which had been growing steadily and consistently for several years prior to the pandemic, leading to strong interest among developers and investors.

Thousands of new rooms are expected to open in the next few years, with hotels at various stages of construction to be managed by brands including Accor, IHG, Event Hospitality, Wyndham, Hyatt, SkyCity Entertainment as well as numerous private owner/operators.

Speaking exclusively to HM, South Australian Tourism Commission CEO, Rodney Harrex (pictured), said hotel bookings in Adelaide and its surrounding metropolitan area hit the highest levels seen in more than a decade, with the visitor economy at an all-time high of AU$8 billion.

“The interest and investment in South Australia from a number of international hotel brands has been fantastic and is testament to the strength and innovation of our tourism sector,” Harrex said.

“South Australia offers the best of the nation, with wide open spaces and unspoilt nature, world-famous wine regions only minutes from the city, and an unhurried pace and ease of access that is the envy of more congested cities.

“New luxury accommodation and hotel development will play a critical role in the post-COVID recovery of our tourism sector. With states and territories jockeying for position to grab some of the AU$65 billion that Australians normally spend overseas, the opening of these hotels this year is an opportunity for South Australia to raise its domestic profile and take a good chunk of that.

“These incredible five- and six-star hotel developments will not only entice visitors from interstate, and when the time comes, from overseas too. Each new hotel development provides a significant boost to the local economy, creating construction, generating spend with local businesses, and creating more jobs in the tourism sector,” Harrex said.

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Quest will sit within Woolooware Bay Town Centre

THINGS YOU NEED TO KNOW 08

Quest to manage new-build south of Sydney Serviced apartment complex to overlook Shark Park.

Adjusting to a new reality

By Michael Johnson, CEO, Tourism Accommodation Australia THE OFT-REPEATED MANTRA of COVID seems to be ‘we are all in this together’ but in the business world at least, this doesn’t always ring true. Our industry has suffered, and is continuing to suffer, more than almost any other. A survey commissioned by the Australian Hotels Association (AHA) found 84% of hotels have reported a decrease in revenue – and more than half of those reported a drop in revenue of greater than 50%.

This year I ticked over 40 years in this industry. I live and breathe it. And I cannot think of a more dire time. I recall the pilot strike of the late 80s, the Asian Crisis, September 11, SARS, MERS and the GFC. Put them all together and you get COVID-19.

Luckily, there are finally some green shoots in parts of regional Australia. In NSW, we have seen some positive signs in recent weeks in places like the Hunter Valley, Byron Bay, Orange, the Blue Mountains and the NSW South Coast. But these are small shoots.

Forecasters say it will be up to four years (or mid-2024) before our industry returns to anything like pre-COVID-19 occupancies, revenues and profitability. Tourism, aviation and hospitality will be changed forever by this pandemic and we have to change with it.

We have to re-adjust our expectations of what a good result actually is. If we continue to judge success by the 85-90 per cent occupancy rates traditionally enjoyed in Melbourne and Sydney, we are going to be miserable for a long time. We need to be agile, resilient and look clear-eyed to adjust to the ‘new normal’.

History tells us this pandemic will run its course. And when we emerge from this crisis, we will be a stronger, more resilient and, hopefully, a more profitable industry.

14 HM The Business of Accommodation

QUEST APARTMENT HOTELS will manage a newbuild 71-room apartment hotel being developed adjacent to Cronulla’s Shark Park, south of Sydney, as part of the AU$1 billion Woolooware Bay Town Centre in the Sutherland Shire.

Set over three levels, Quest Woolooware Bay, which was revealed at AHICE, will include conference facilities, a gymnasium and an external garden terrace with views overlooking the home of the Cronulla Sharks NRL team, officially known as PointsBet Stadium.

Quest Apartment Hotels General Manager of Growth and Capital Strategy, James Shields, said the company is delighted to bring the award-winning ‘feel of home’ to the thriving new waterfront precinct.

“Quest seeks to position itself in Australia’s best locations for the extended stay business traveller, so the opportunity to bring our brand to the Woolooware Bay Town Centre is significant,” he said.

“Just footsteps from Shark Park, we’re envisaging a large number of guests from the sporting industry, as well as fans," Shields said.

One of Park Hyatt Auckland's King rooms

09

Park Hyatt brand opens to guests in Auckland New hotel marks brand’s debut in New Zealand.

HYATT HOTELS CORPORATION has debuted its luxury Park Hyatt brand in New Zealand for the first time, opening its maiden location in Auckland in a key waterfront location.

The hotel, which features 195 guest rooms each measuring 47 square metres, four restaurants and a bar, day spa, fitness centre and flexible event spaces, will be led by Brett Sweetman as General Manager.

Designed in the style of a Māori wharenui, the hotel pays homage to the culture’s traditions with a strong collection of artwork placed throughout the hotel. Each room features authentic Tukutuku panels as featured artworks as well as rugs made from locally-sourced wool.

Park Hyatt Auckland features a culinary team led by Executive Chef and native Kiwi, Brent Martin, who returns home after two decades managing luxury restaurants in six countries around the world. Dining outlets include all-day venue, The Living Room, which will serve an a la carte breakfast, lunch and afternoon tea. Grab and go-style snacks will be available at The Pantry, while the hotel’s signature restaurant – Onemata – will showcase local produce and local culinary talent drawing on sustainably sourced ingredients in a seasonal menu.

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THINGS YOU NEED TO KNOW 10

TFE completes Vibe puzzle with debut WA location

Latest opening sees brand active in every Australian state.

VIBE HOTELS HAS confirmed its entry into the Western Australia market with a newbuild hotel set to feature as part of a development in the Perth suburb of Subiaco in the city’s inner-west.

The new hotel, which opened at the start of this month, will complete the Australian puzzle for the Vibe brand, which once complete will see the label active in every Australian capital city. The new Vibe Hotel Subiaco, to be located at the corner of Railway Road and Alvan Street, will be a management agreement in a 12-storey construction project from development firm Dradgin, which will also be Australia’s first new-build Vibe.

Featuring 168 guest rooms capable of transforming into multi-bedroom

apartments for larger groups, the property will also include a swimming pool, fitness centre and St Marks Road Co dining outlet on the ground floor. Guests will be situated close to nearby retail and will enjoy sweeping views of the surrounding area, which will also include commercial office space, retail and a cinema complex.

TFE Hotels CEO, Antony Ritch, said he was excited to be bringing the next-generation Vibe brand to Perth by capitalising on the ongoing boom in the city’s upper-upscale accommodation sector.

“Vibe Hotel Subiaco offers the chance to experience a different side to Perth in a vibrant and eclectic suburb on the city fringe,” he said.

The coastal Wallaroo Shores Resort 11

Wyndham adds Yorke Peninsula to network map Resort rebrand to mark company’s entry to the state.

WYNDHAM HOTELS AND Resorts is continuing its march toward a milestone of 50 properties in Australasia, announcing a new franchise agreement with Monopoly Property Group to rebrand a resort on South Australia’s Yorke Peninsula.

The newbuild resort, which marks the brand’s entry into the state, will be known as Wyndham Wallaroo Shores Resort upon its opening, scheduled for 2023.

Accommodation options include 100 villas, which will sit as part of the AU$220 million ‘Wallaroos Shores’ mixed-use project around two-hours’ drive from Adelaide. The Yorke Peninsula is an area renowned for its boating, fishing and outdoor lifestyle and recreation activities.

Guest facilities will include a 42-seat boutique theatre, swimming pools, gym, BBQ area and 150-seat function centre.

Sustainability to drive us forward

By Chris Roberts, CEO, Tourism Industry Aotearoa

LAST YEAR, WHICH seems a lifetime ago, Sudima Hotels’ efforts towards environmental

sustainability and inclusive employment saw them win the most prestigious of the New Zealand Tourism Awards, the Supreme Award.

The judges said Sudima Hotels were getting better all the time, with a broad range of superb initiatives that were making a difference to the business, the environment and the wider community.

It was not a huge surprise to those familiar with the sector. Across the board, hotels have been making incredible strides in sustainability in recent years, both matching and raising visitor expectations for a truly sustainable tourism experience. These efforts shouldn’t go to waste now. Hotels that continue to prioritise sustainability will be the best placed to overcome the enormous challenges presented by the pandemic.

We have some new accommodation associations emerging in New Zealand. I understand the desire to have a separate identity, but at the same time hotels must, where they can, be aligned with the rest of the industry. This can be best done through TIA. TIA remains committed to representing our hotel sector members. We hope to work constructively with the new associations to provide a strong, cohesive voice.

TIA will be working hard to ensure the incoming NZ Government prioritises the industry that was hit hardest by the pandemic.

The Government must use all its resources

and work alongside the private sector to revive and then revitalise the tourism industry for the benefit of our people and Aotearoa.

With targeted support, system fixes and a shared vision, the industry will once again make an essential contribution to New Zealand.

hotelmanagement.com.au 15

THINGS YOU NEED TO KNOW 12

Accor hot to trot with new Mantra Melton Guests can overlook the adjacent harness racing track.

Promising signs of improvement

By Peter McBrearty, Les Clefs d’Or Australia

WHILE THERE IS no doubt life for the hotel

and tourism industry has been particularly difficult in Victoria, at the same time there are promising signs, and while for some the relocation of the Grand Final is tantamount to sacrilege – it has definitely given our Queensland friends something to smile about.

In recent times we have farewelled Quintin McLeod, who has returned to his native New Zealand, and also to Jonathan Fambart, who departed his position as Chief Concierge at Park Hyatt Sydney to take up the role of Assistant GM at Rae’s in Byron Bay. Across the ditch in New Zealand, it was wonderful to have our former associate Nik Adams welcoming guests as Chief Concierge at the opening of the new Park Hyatt Auckland.

We were very happy to hear that another of our Kiwi compatriots, Kris Mosch, has accepted a position as Chief Concierge at Auckland’s new Hotel Britomart, and the projected re-opening of The Sofitel Auckland provided yet more positive news.

Meanwhile, down in Hobart, Marriott’s Luxury Collection has arrived in the form of the new Tasman and the opportunity of opening a new luxury property in one of Australia’s increasingly popular centres for tourism, food and wine has ensured a number of excellent candidates were expressing interest in the role of Chief Concierge.

In Adelaide, another new property has also opened, with the arrival of EOS by SkyCity. We

were very happy to hear that our good friend and long-term SA member, Siddhartha Kaul, has accepted the position of Chief Concierge.

So while it does still remain challenging for all of us in the hotel industry – if you look hard enough, there is also good news out there!

16 HM The Business of Accommodation

ACCOR’S MANTRA BRAND has signed a new franchise contract with Melbourne’s Tabcorp Park harness racing facility to manage a 41-room hotel on-site upon its reopening to the public following lockdown.

Mantra Melbourne Melton will be positioned as the ideal accommodation option for racegoers to its weekly trot racing meetings, as well as business, industry and sporting groups looking for local accommodation. In addition to Standard and Deluxe rooms and multibedroom apartments, the hotel offers three F&B options, on-site parking and a number of conference and meeting spaces.

Accor Pacific Chief Executive Officer, Simon McGrath, said the hotel offers the best seat in the house for the venue’s harness race meetings, with great views over the racecourse.

“We are excited to bring the extraordinary Mantra brand to one of Australia’s best race

tracks and are confident that the Mantra Melbourne Melton will deliver exceptional accommodation and an outstanding service experience for our valued guests,” McGrath said.

The property is located around 45 minutes’ drive west of Melbourne and around an hour from Bendigo, Daylesford and Geelong.

Mantra Melton offers 41 rooms and three F&B venues

13

Club Wyndham adds Apollo motorhomes for members Timeshare owners can now hit the road for their holidays.

TIMESHARE VACATION OWNERS in Club Wyndham South Pacific can now use club credits to rent an Apollo motorhome to increase their domestic holiday options due to restrictions in place on domestic travel in Australia and New Zealand.

The tie-up with the Apollo organisation opens up 11 motorhome pick-up and drop-off destinations across Australia, around which members can plan a driving holiday in line with current COVID travel

Apollo offers motorhomes in a range of sizes

restrictions. Motorhomes can be collected and returned in major cities and regional centres, including Alice Springs and Darwin.

There are currently around 60,000 members of Club Wyndham South Pacific, which forms part of Wyndham Destinations Asia Pacific.

Wyndham Vacation Clubs President and Managing Director, Barry Robinson, said he was pleased to be able to offer a new holiday option to club members.

THINGS YOU NEED TO KNOW 14

Government breathes $50m of life into events sector Funding to cover 50% of expenses for businesses exhibiting in 2021.

The pandemic has all but dried up business events entirely

BUSINESSES ACROSS AUSTRALIA will be encouraged to plan, attend and support events, trade shows and conferences as part of an AU$50 million injection from the Federal Government.

Announced by Australian Prime Minister, Scott Morrison, the Business Events Exhibitor Grants program will offer upfront grants of between AU$10,000 and AU$250,000 to businesses exhibiting at an approved business meeting, convention, conference or incentive event in 2021, provided the amount coming from the fund is matched by the business. The contribution will cover up to 50% of the costs associated with exhibiting at the event.

The initiative is expected to generate and support thousands of jobs in a sector which has ground to a halt due to the pandemic. The funds will help with hiring costs for exhibition spaces, design and manufacture of displays, travel and accommodation, the government said.

“This is not only about supporting events companies and venues but will also be a shot in the arm for a broad range of businesses and the people they employ – whether it’s accommodation providers, those who build exhibitions, caterers, cleaners or those offering audio-visual services,” the Prime Minister said.

Federal Tourism Minister, Simon Birmingham, said getting events back into the calendar will help businesses supporting around 230,000 employees turn the corner toward recovery.

The COVID-19 pandemic has led to around 95% of business events conducted in 2020 so far either cancelled or postponed, with the vast majority of those that took place happening in the first quarter of 2020.

hotelmanagement.com.au 17

THINGS YOU NEED TO KNOW

15

minutes with...

JURE DOMAZET In the lead-up to the opening of Little National Sydney – Doma Group’s maiden entry into the NSW capital – HM sits down with Doma's CEO, Jure Domazet, to discuss the new hotel and the brand’s growth objectives around Australia.

Doma Group CEO, Jure Domazet

It's great to see Little National arriving in Sydney. How exciting is it to see the brand arrive in Australia's largest city?

The key thing is it has taken us years to get up to Sydney. In fact, Little National opened in 2015 and we’ve been looking since 2015 to open up elsewhere so it has taken us five years to get here. But the fact that we’ve been able to do it in Sydney, in such a good location for our second hotel is probably the best thing we could have ever hoped for. We knocked over a few other cities before we got to a site that good in Sydney so yes, very happy with it.

Little Nat ion What sort of performance projections al S yd do you have for Little National ne ys Sydney despite the current its o n

difficult trading conditions?

s bu

C ng tli

e enc lar

I guess the key thing that we see is, as much as the market is soft as we open up, due to COVID, our view is that we’ll be the first one to come back on when the market comes back on. Just getting the

et Stre

location was key so it will protect the property and

make sure it performs very well. This is a short term thing with COVID, and we’re sure the industry will bounce back and we’ll be one of the first to bounce back.

What are some of the big differences you see Little National providing to the Sydney market?

We’ve got proximity to a lot of places, whether it’s offices, bars or other locations. One of the big things we’ve got there is the rooftop bar, lounge and library, which we don’t have in Canberra. The bar will trade well I’m sure, it’s not a profit centre for us in our minds. The whole value equation of Little National is we’re not there to attract cheap customers. We’re attracting luxury customers and high end customers, but our customers don’t want to spend too much on their room, but also don’t want a terrible room so we give them a great room with the expectation they’re going to be spending their money outside of the hotel or a fair portion of it. And I think that’s a big difference between us and other hotels. So from where that hotel sits, you can walk to Martin Place, Barangaroo, you have the best restaurants you want in Sydney within walking distance. And we absolutely love the fact that Clarence Street is getting some cracking little underground bars.

Newcastle is coming next, but what can you tell us about further expansion for Little National elsewhere in Australia?

We see Little National as the main brand that we’ll head around the country with. We’re aiming to be in every capital city and a couple of

locations in some other cities. We’re having a bit of fun with Little National at the moment and trying to see what new segments aren’t being serviced at the moment. I’m still in love with the idea of being able to set up a network of hotels that people can drive to through NSW along the coast that presents a real drive holiday, like they have on the West Coast of the U.S. They don’t even have to be all our hotels but currently there’s nobody that has really stitched them together in a cohesive way. There’s also a couple of other ideas we have in more specialised and active locations. That’s the best way to describe it at the moment.

THINGS YOU NEED TO KNOW

The enigmatic hotel owner is urging owners to invest in their properties.

lley Va er

HIGH-PROFILE HOTEL INVESTOR, Dr Jerry Schwartz, says Australian hotels and resorts must use the current down-time to invest what they can in their properties and ensure they are up to standard for what he says will be a “golden period” over the next year.

Dr Schwartz said that while Australians are going to be limited to domestic travel, especially families, now was a great opportunity for resort operators to show they can match or exceed the standards offered by international resorts.

“While it is easy to understand that operators are feeling cash-strapped and therefore not extremely well-placed to invest in their own properties, conversely this is the best time to invest in an upgrade,” he said.

“We aren’t operating at full-capacity, refurbishments don’t cause as much disruption, and they are effectively catching the wave up. This could be a golden period for domestic tourism, but hotels have to be up to standard.”

Dr Schwartz was referring to his newest acquisition, Paradise Resort Gold Coast, which has now reopened its doors following a major

ry

Schwartz says ‘Be ready for a domestic boom’

renovation which resulted in upgrades to its room inventory, restaurants and recreational facilities popular with children and families. Further enhancements will include the addition of a miniature train and carousel, both due to be installed later this year. New restaurants including the Penguins family eatery, Jerry’s Burgers and Deb’s Pizza Shack will open along with a revamped poolside café and bar.

The Surfers Paradise hotel is now sporting a new-look lobby and reception backed by a large aquarium, with new facilities added including a games room, guest laundry and retail boutique. The hotel’s interiors and exteriors have been fully repainted, new WiFi installed, air-conditioning system upgraded and a new telephone system allowing free guest calls anywhere in Australia.

Along with a complete deep clean, the resort will also introduce 66 new rooms along with a special at Crowne Plaz adults-only pool, bar and lounge for rt z aH wa un h parents to utilise while their kids t Sc are busy with other activities.

Dr Schwartz said domestic tourism was well placed to capitalise once interstate borders were opened but that the industry was not going to win business “by default”, and that quality would remain key to securing guests.

Dr Je r

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hotelmanagement.com.au 19

COVER STORY

IHG execs Leanne Harwood, Ruwan Peiris and Abhijay Sandilya at voco Kirkton Park Hunter Valley

INTERCONTINENTAL HOTELS GROUP’S

LEADERSHIP LEGACY There’s a changing of the guard for IHG in Australasia, as Managing Director, LEANNE HARWOOD, continues her global journey with the company. However, her legacy leaves the business positioned for ongoing success, backed by a united team. In a letter to the industry, she reveals her favourite achievements and how her colleagues will continue to take the chain onwards and upwards.

20 HM The Business of Accommodation

PROMOTION

M

any of you will know that I am rarely shy, and it’s not often that I’m lost for words. But today I find myself grappling with the most difficult word: farewell.

‘Get comfortable being uncomfortable’ has long been my calling card, and I’m about to play that card in quite a dramatic way. After nearly three years in Sydney leading IHG’s Australasia and Japan team, I’m in the very fortunate position to take the leap into the next role in my IHG journey.

In November (travel-restrictions permitting!) I’ll be moving back to Dubai to take on the role of Managing Director – India, Middle East and Africa, stepping into the shoes of the industry legend, Pascal Gauvin, who has contributed so much to IHG’s success in the Middle East for 28 years. I say ‘move back’ because it’s a part of the world I know very well, having spent three years there with IHG in VP Commercial roles.

I am always challenged with goodbyes, and this time it’s going to be even tougher. The best relationships are forged through adversity and, with 2020 under our belts, I can safely say I’ve formed the deepest kinships with so many of you as we’ve united to help our industry.

But while our lives have been dominated by a pandemic this year, it would be irrational to forget how much has happened over the years that preceded it, and I’d ask you, as a parting indulgence, to allow me to take a moment to reminisce.

The most obvious headline has been growth. In 2017 we really hit the gas and started signing hotels in a big way – in fact in 2017 and 2018 we had two of our biggest years of signings on record, which has now culminated in record hotel openings this year. It’s hard to imagine, but we now have a whopping 38 hotels in the Australasia pipeline that will open in the next few years, joining the 52 hotels already in the system.

It’s been particularly exciting to open some hotels with true wow factor: from the world’s first voco on the Gold Coast in 2018, to InterContinental Hayman Island Resort, the Grand Pacific Hotel in Suva, as well as the three new Crowne Plazas in Sydney, Hobart and Adelaide.

Through this, I’ve been so honoured to work with some amazing owners, all of whom have been as committed as we are to the future of our industry every step of the way, especially during this uncertain year.

I’ve been so overwhelmed by the trust and camaraderie – even if it’s occasionally framed in some spirited commercial conversations!

Regardless of what’s going on around us, doing the right thing has been most important to me, and to IHG. While we’ve had to make some extraordinarily tough decisions in 2020, we’ve always tried to make sure we look after people and contribute to the communities in which we operate.

We’ve been on the front foot with sustainability, forming ‘Awesome’ partnerships with OzHarvest, National Australia Day Council and Soap Aid, to name a few. It never ceases to move me when I see just how ready people are to lean in and help others, regardless of how tough they might be doing it themselves – but that’s what people who work in hospitality do best.

“While we’ve had to make some extraordinarily tough decisions in 2020, we’ve always tried to make sure we look after people and contribute to the communities in which we operate.”

Leanne Harwood, InterContinental Hotels Group

Of course, every bit of success we have is down to people. I have been so fortunate to be surrounded by some of our industry’s most experienced and talented professionals who drive our business forward every day.

You’ll hear more about my successor soon, but until then, you can be sure that the business continues to be carried forward by this amazing team.

My highest praise is reserved for our hotel colleagues, who always step up in such an incredible way, but never more than in 2020.

They’ve dealt with everything from closing hotels and handling isolation business to rolling out new cleanliness protocols and always making sure our guests feel incredibly cared for – and all of this when they would have had concerns around their own wellbeing.

There is something incredibly special about working in hotels and, although IHG is one of the world’s largest hotel companies, we really are a family knitted together by our purpose of delivering True Hospitality for everyone. I am so very proud of every colleague and what we have achieved together.

It would be inauthentic of me not to end on a message around diversity. I’m genuinely proud to be a female leader in this industry, but even prouder of the diverse and inclusive team we have at IHG. The industry needs to drive this more than ever, so my callout to the next generation is this: if you look up and see leaders who are not like you, let that be a motivator, not a barrier. And for today’s industry leaders, never forget that the leader of tomorrow may be someone who isn’t currently on your radar – let all talent shine and it will take you to amazing places.

I may have spent many years working across different markets, but I take my Kiwihood and honorary Aussie status very seriously, and you can guarantee that the values I hold dear travel with me. What I do know is that Dubai is about to get a taste of an “unapologetically colourful Kiwi with the powerful laugh”, so look out!

As I go, I’d like to thank every one of you for the most amazing few years. The Australasian hotel community is like no other, and I will dearly miss the experiences and people that make it so special. I have no doubt that the Aussie and Kiwi hospitality will bounce back, bigger and stronger than ever!

Stay safe, be good to each other, and I leave you in the hope that the borders may open soon and our guests have the confidence to explore the world once more. n hotelmanagement.com.au 21

Significant work is going into expediting the industry’s recovery

PRESENTS

Queensland is playing hard-ball on its border reopening

Border reopening crucial to recovery

The recovery of the sector is being held up at the border, with the Accommodation Association pushing for a three-stage plan.

TOGETHER WITH THE broader tourism industry, the Association has been vocal at both Federal and State levels on the opening of the borders. Coming out of shutdown, recovery prospects will depend on the sector’s ability to find domestic substitutes for international visitors. The two big factors impacting this are the ongoing closure of borders and the return of domestic business travel.

While the latter will continue to be impacted by cost reduction and risk minimisation actions by individual businesses, the former is within the remit of the states.

In our pre-budget submission to federal government, we also sought a three step plan to opening the borders and restoring confidence in international travel. Given the global nature of the pandemic and the different outcomes across the world, there is a need for government to work with industry, the World Health Organisation, state governments and global operators to jointly invest and prioritise a long-term sustainable solution that encourages travel to Australia and maintains our attractiveness as a safe destination.

COVID-19 land tax relief for eligible landowners States and Territories are reviewing the mandatory tenancy code in line with the extension of JobKeeper.

22 HM The Business of Accommodation

for all relevant foreign owned properties, unfortunately this is not the case for all the other relevant states. However, exemptions may be available for foreign owners of eligible properties.”

au Andy L

THE ACCOMMODATION ASSOCIATION has been lobbying government for an extension for all states and territories. ShineWing Australia Partner, Andy Lau, advises: “In light of the COVID-19 pandemic, the states and territories have announced a variety of land tax concessions to assist landowners with managing some of the economic challenges they are facing due to the pandemic.

“Each state and territory has different concessions and eligibility requirements.

As from September 2, Victoria has extended the land tax relief available for landowners and other states are still to review. In regard to foreign landowners, whilst Queensland has waived the foreign land tax surcharge

Building the recovery road map Dedicated industry support still needed, says AA.

THROUGHOUT JUNE AND July, the Association was active in advocating for the extension of JobKeeper and

the Fair Work Enabling Stand Down conditions. The outcome has been strongly welcomed by industry, but members reinforced that it needed to be supported by the continuation of state relief measures.

In late July, the Association wrote to all State and Territory Premiers / Chief Ministers and Treasurers on the relief and recovery measures we are seeking, with variations subject to each state and territory’s recovery timeline.

These measures included: Extension of Payroll Tax Waiver on JobKeeper and the payment of workers compensation premiums only on hours worked.

Extension of Mandatory Tenancy Code measures inclusive reduction in Land Tax and moratorium on tenant evictions to June 30, 2021.

Reduction of physical distancing requirements to two square metres, offset by hygiene and servicing measures, with regular reviews.

A plan to open interstate borders with a clear policy on the application of health and safety measures to ensure businesses can plan with certainty.

Renewed investment in promoting domestic travel and events.

During August and September, meetings have commenced with government across the states and territories, outlining the current performance of industry and the rationale and potential impacts if the above measures are not introduced.

KEY NEWS

Timeshare a big player

Tricia Young

Nearly 200,000 timeshare owners are eager to make use of their memberships this year.

THE AUSTRALIAN HOLIDAY Timeshare Ownership Council (ATHOC) has released its 2019 Economic Impact Study. The study calculated the annual economic contribution by timeshare to Australian GDP was approximately AU$1 billion in direct and indirect input in 2019, a 34.6% increase from 2016.

Further, the study found timeshare supports over 4,350 full-time employees in the Australian economy, paying over AU$300 million in annual wages and salaries.

Total taxation contributions In 2019 were AU$113.9 million, with AU$99.5 million paid in Commonwealth government taxes and AU$14.4 million in state government taxes.

Over 185,000 Australian families are timeshare

members, sharing ownership of 101 timeshare resorts across the country. The industry is forecasting unusually high occupancy demand for September and October during the current environment as owners seek to utilise their access as pandemic lockdowns ease in some states and territories. Major companies behind timeshare operations include Wyndham Destinations, Accor Vacation Club, Classic Holidays and Marriott Vacation Club.

Laura Younger, General Manager ATHOC, said: “Once state border restrictions are fully lifted, we are hopeful the Commonwealth government will support this by allowing travel, tourism and hospitality operators, including timeshare, to trade as freely as possible.”

Table ES.2. Comparison of the Total Economic Contribution of the Australian Timeshare Industry, 2019 - 2016

Year

Output ($M)

GDP ($M)

Incomes ($M)

Employment (FTEs)

2019

$1,643.9

$809.3

$477.8

6,329

2016

$1,229.1

$601.3

$367.2

4,388

% Difference 33.7%

34.6%

30.1%

44.2%

Industry Success Story

Success and industry recognition for an up-and-coming star.

WE WOULD LIKE to congratulate AA’s Placement Student, Tricia Young from William Angliss Institute, who graduated this past August with her Diploma of Travel and Tourism Management. Young also received a Special Achievement Award for the ‘Most Outstanding Travel and Tourism Student’ (sponsored by Skal International).

Source: ABS (2019a), ABS (2019c), AEC (unpublished ), AEC (unpublished ), AEC (unpublished3).

1

2

The AA can assist with employee disputes

Upcoming webinars

Don’t miss these informative webinars, provided by AA. Upcoming sessions include: • Research and data insight series to help accommodation operators plan for future recovery.

• Leading through crisis, building resilience and creating environments that support mental health in the accommodation industry.

• Small operators forum to assist independent properties with legal and IR advice, marketing support and technology opportunities.

• Around the World – presentations from hotel associations globally on travel and border restrictions, recovery policies and measures.

Visit our website www.aaoa.com.au for the latest scheduled webinar dates.

Did you know?

A substantial problem for employers is having to deal with employees who refuse to work whilst in receipt of JobKeeper payments.

THE FACT IS that employees who have reduced hours or no hours under JobKeeper-enabling directions have a legal obligation to perform work if needed, and if recalled on days and at times when normally expected to work, they cannot unreasonably refuse.

Casuals may argue that traditionally they are not bound to commit to work on specific days and times. However, a refusal to work on

days and times when normally expected is not in the spirit of the JobKeeper scheme. Further, it is arguable that repeated and consistent refusals are inconsistent with the precedented obligation of an employee to be ready, willing and able to work, disciplinary action is generally considered reasonable. In assessing the merits of ‘unreasonable’, the circumstances affecting both parties need to be considered.

The Fair Work Commission has powers to deal with disputes but encourages the parties to cooperate with each other in resolving differences. Employers should seek industrial advice when faced with these JobKeeper issues.

The Accommodation Association is well versed in assisting its members with practical guidance in these matters. hotelmanagement.com.au 23

PROPERTY PROFILE

Crowne Plaza goes hip at

THERE’S A NEW-LOOK CROWNE PLAZA SYDNEY COOGEE BEACH THANKS TO A MULTI-MILLION UPGRADE AND THE PROPERTY IS FIRMLY UP THERE WITH AUSTRALIA’S FINEST SEASIDE RESORTS. HM CHECKS IN TO FIND OUT MORE.

Stylish: the new Shutters bar and restaurant (and opposite)

24 HM The Business of Accommodation

F

or decades, Crowne Plaza Sydney Coogee Beach has been one of the emerald city’s most popular seaside retreats, whether it be for business events or romantic weekend escapes.

Now, there’s a stylish multi-million-dollar redesign inside the beachside hotel owned by Salter Brothers.

The hotel has completed the first phase of its ‛seachange’ with half of the 209 guestrooms reimagined with a fresh, new look, reflective of the hotel’s beachside location and a complete refit of all the bathrooms.

The redesign puts the hotel firmly back on the business radar with a new, purpose-built conference and events centre with eight new flexible meeting spaces, state-ofthe-art technology and new group event dining concepts and menus.

With 13 event spaces in total, the upgrade has helped the property further cement its position as of one Sydney’s leading seaside resorts to retreat and meet, according to Crowne Plaza Sydney Coogee Beach General Manager and IHG’s Area General Manager, Gareth Long.

“The Crowne Plaza Sydney Coogee Beach is an iconic Sydney property, perfectly positioned to take in sweeping views of the ocean and located across the road from one of the city’s most beautiful patrolled beaches,” he said.

“Having opened in the early 1900s as The Oceanic, the hotel is now returning to take its rightful position as the place to stay in Coogee.

“Appealing to Sydneysiders looking for a beachside staycation, out of state guests and those in town for a meeting wanting an excuse to extend into a weekend, the hotel will be the perfect place to kick back and relax.”

The public spaces at Crowne Plaza Sydney Coogee Beach, including the light-filled welcoming lobby and guestrooms were designed by local Sydney company Studioaria that specialises in hospitality, spas and luxury.

“Our goal was to make the hotel a part of Coogee’s coastal vibe by introducing a strong visual connection from the front entrance through reception with the new studio spaces, to the Coogee beach front,” said Studioaria Director and Principal, Kate Greenwood.

“The natural finishes and light, fresh colour scheme perfectly complement the beach, surf and sky palette.

“The studio is part of the Crowne Plaza ‘New Modern’ concept and offers guests the opportunity to work, connect and be a part of the lobby community,” she said.

The lobby is connected to the restaurant, bar and event spaces through a dramatic feature staircase with soft illumination, which Greenwood said accents the detail of the bleached timbers and white painted plaster.

The guestroom design epitomises seaside chic,

Beachfront rooms are fresh and vibrant

PROPERTY PROFILE

Greenwood said, with a subtle colour palette that complements the blue hues of the beachside surrounds.

All rooms have been fitted out with premium bedding, carpet and curtains, and a fresh new bathroom refit, elements which complement the backdrop of Coogee Beach and the South Pacific Ocean.

Where Crowne Plaza Sydney Coogee Beach has also excelled is in the food and beverage now on offer. It wasn’t an upgrade or a renovation, but a complete overhaul and the design, food and drinks found at Shutters and Estate is exceptional.

The fantastic attention to detail and dedication to quality stretches from the furniture in the restaurant and bar through to the Dyson Airblade hand dryers in the bathrooms.

On the food front, an all-day dining, Mediterranean-style menu encourages leisurely lunches at Shutters, with charcuterie, kingfish crudo or a warm octopus salad. Mains include the Rangers Valley rump cap or a Bannockburn spatchcock with fries and salad.

The drinks list at Shutters Bar is equally impressive, with classic cocktails and a curated wine selection from Australia, Italy and France. Estate takes things even further, with the venue carved into three exciting micro-hotspots.

Crowne Plaza Sydney Coogee Beach is also at the forefront of the IHG Way of Clean promise – a program that incorporates science-led protocols and service measures with leading experts Cleveland Clinic, Ecolab and Diversey.

Thanks to that, it’s not just a fun getaway or meeting at Crowne Plaza Sydney Coogee Beach, but a clean and healthy one too. n Head to hotelmanagement.com.au for an exclusive tour inside the new-look Crowne Plaza Sydney Coogee Beach with General Manager, Gareth Long.

Around the world with Dyson

DYSON NEWS

A look at some of the leading properties around the world that are now featuring Dyson professional products.

HOTEL FITZROY, CURATED BY FABLE

CLARIDGE’S, THE CONNAUGHT & THE BERKELEY

Auckland, New Zealand This stylish new hotel’s guestrooms feature Dyson Supersonic hair dryers and Dyson Airwrap stylers.

London, United Kingdom Maybourne Group’s London properties feature Dyson’s air purifying technology in the top suites.

THE TASMAN, A LUXURY COLLECTION HOTEL, HOBART

ANA INTERCONTINENTAL ISHIGAKI RESORT

Hobart, Tasmania, Australia This soon-to-open hotel’s premium guest rooms feature Dyson Supersonic hair dryers.

Okinawa, Japan Premium guest rooms feature Dyson Supersonic hair dryers and Dyson purifiers.

THE MAYBOURNE BEVERLY HILLS

LILY OF THE VALLEY

Beverly Hills, California, USA The Maybourne Beverly Hills (formally Montage) was acquired in January 2020 and Dyson Supersonic hair dryers are now in all 205 rooms.

La Croix-Valmer, France This premium hotel features Dyson Supersonic hair dryers and Dyson Airwrap stylers in all rooms.

For more information on Dyson Products, contact Michael Hyde at Dyson on aucommercial@dyson.com hotelmanagement.com.au 25

PRESENTS

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lat er

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S ew TAA’s n

TAA NSW Chairman, Antony Page, with TAA National CEO, Michael Johnson, in the association’s dedicated new office

ey of f i ce

will be ready

c cu to o

py

TAA ready to move into new headquarters The heritage listed Culwulla Chambers, built in 1912, is widely recognised as Sydney’s first skyscraper.

IN A RARE moment of good news during this tough time for our sector, construction work is almost finished on the new NSW headquarters of Tourism Accommodation Australia, in the heart of the Sydney CBD. TAA National and NSW CEO, Michael Johnson, said despite the challenges of COVID-19, work has been progressing full steam ahead over the last few months.

TAA worked with architects and construction company MPA to totally redesign and refurbish the top floor of the heritage listed Culwulla Chambers in Castlereagh Street with a soft opening of the almost complete premises on Monday, 14 September 2020. The penthouse is 380 square metres and features a glass atrium, interconnecting terrace, meeting areas, glass ceilings and city skyline views – all with the TAA brand.

Mr Johnson said the offices will give TAA a new identity in the centre of the Sydney CBD. “We previously shared offices with the Australian Hotels Association in Macquarie Street,” said Mr Johnson.

“This new, top floor location will give TAA its own prominent space in the heart of the largest city in Australia where we can advocate on behalf of our membership at the time it needs us most.

“Our staff have been working remotely during the pandemic and we used the time to get the long-delayed refurbishment work underway.”

26 HM The Business of Accommodation

The heritage listed Culwulla Chambers building is masonry, not the classic metal and concrete of skyscrapers today, but it was the city’s first tall office building. It was modelled on a number of New York buildings and began the trend of Sydney office buildings growing upwards rather than outwards. It was designed by architects Spain, Cosh and Minnett who were responsible for many of Sydney’s iconic early buildings and designed many of the city’s historic fire stations.

The building originally consisted of 14 floors and cost a record £100,000 to build. At 50.25 metres, it was the tallest building in the city until the AMP Building in Circular Quay was completed in 1961.

The NSW government of the day feared the building would kick off a race to create the highest building, resulting in a New York-like skyline.

Legislation was quickly passed, restricting the height of buildings to 150 feet (46 metres) above the pavement. The rule was in place for 44 years. The building was erected for Dr Herbert Marks and his brother Walter Marks and named after their family property at Jamberoo, called Culwulla. It was refurbished in 1983, which saw an extra floor added.

The fit-out of the heritage listed building is being done by construction company MPA and is expected to be fully complete by November.

Mr Johnson said staff should be able to move in to the building late this year.

TAA National Chairman, Martin Ferguson

WORLD OF TAA

States step up to stimulate hotels Tasmanian hotels are benefiting from an intrastate tourism voucher program.

TAA National CEO, Michael Johnson, addresses delegates at AHICE 2020

Getting a fair hearing TAA has been highly active in government circles in recent months.

TOURISM ACCOMMODATION AUSTRALIA has been front and centre at two critical Senate hearings recently, pressing the case for the tourism and accommodation sector at the top levels of government.

TAA National CEO, Michael Johnson, and TAA National Chair, Martin Ferguson, appeared before the Senate Select Committee on COVID-19 on Thursday, 20 August 2020.

Mr Johnson also teamed up with AHA National CEO Stephen Ferguson on Wednesday, 9 September – right after his AHICE appearance – to speak before the Joint Standing Committee on Migration Inquiry into the Working Holiday Maker Program.

Mr Johnson made a statement to the Senate Select Committee on COVID-19 and then answered questions.

He said 2020 is a “write off” and the first half of 2021 “not looking much brighter.”

“With state border closures extended, no sign of international borders re-opening and even our NZ bubble no longer an option, our industry will need ongoing support if we are to survive. In fact, forecasters say it will take up to four years before our industry returns to anything like pre-COVID occupancies and profitability.”

Speaking to the inquiry into the Working Holiday Maker Program, Johnson said: “We all want Australians in Australian jobs” but the reality, particularly in our regions, is “the workers just aren’t there.”

He said more than 50,000 working holiday makers have left the country and when business bounces back, we will be short.

“If we are to rebuild post-COVID, we need working holiday makers back in Australia as soon as possible.

They need to know Australia is once again open for business and this can only occur with an adequately funded campaign by Tourism Australia to attract these new working holiday makers back.”

Hobart’s waterfront is a popular drawcard for the city STATE GOVERNMENTS AROUND the country have begun launching their own programs to stimulate the accommodation industry and boost intra-state tourism.

Tourism Accommodation Australia National CEO Michael Johnson said hospitality voucher programs introduced in Tasmania and the Northern Territory and a new working holiday tourism campaign in Western Australia were just what the sector needed.

“With no international travel, and state border closures a reality for the foreseeable future, we need to get tourists to travel in their own state,” said Mr Johnson.

“These programs are a great way to stimulate intra-state tourism, they are good for accommodation hotels, tourism operators and the wider hospitality sector.

“They are not going to save our industry, but they may just bring us back from the brink and allow us to keep trading and employing people. I think every state should have something similar.”

Mr Johnson said the Tasmanian and Northern Territory programs offer free vouchers for accommodation and tourism experiences. The AU$7.5 million Tasmanian ‘Make Yourself at Home’ voucher incentive scheme will run until 1 December 2020, including during the important school holidays. Tasmanians can register online for up to $150 in accommodation and/or experience vouchers.

In the NT, more than 26,000 vouchers worth $200 are available to Territorians to put towards a tourism experience, tour, accommodation, hire car or recreational fishing charter, as long as they match the spend with their own money.

The AU$5.2 million voucher initiative is supported by a marketing campaign ‘Never have I ever…’ which has been developed in partnership with regional tourism organisations, Tourism Top End and Tourism Central Australia.

In a virtually restriction-free Western Australia, the issues are slightly different.

The AHA WA branch has worked closely with the WA Government on the ‘Work and Wander Out Yonder’ campaign, designed to combat the workforce shortages being faced by WA’s regional hotels and hospitality venues.

AHA WA CEO Bradley Woods said the campaign is aimed at encouraging 18-30 year old Western Australians to explore the regional areas of their home state on a working holiday.

“The significant challenges COVID-19 has presented WA’s hospitality industry have been compounded by an alarming shortage of skilled workers in regional areas,” he said.

“This campaign is a welcome step in the right direction and aims to highlight the appealing career paths and short-term work opportunities that exist in WA’s most sought after holiday destinations.” hotelmanagement.com.au 27

Hotel Britomart in Auckland employs innovative and sustainable design

HM Q&A | LEADERSHIP

the dots EIGHTEEN MONTHS INTO HIS POSITION AS TFE HOTELS CEO, ANTONY RITCH IS WELL SETTLED IN A JOB THAT HAS THROWN UP SOME UNPRECEDENTED CHALLENGES, HE TELLS HM IN THIS EXCLUSIVE CHAT.

The growth of the Vibe brand has been exciting to watch in recent years. Will there be any changes to the brand to enable it to fit in regional centres, or are you looking farther afield for its growth?

We see Vibe as the next big Australian hotel brand. What I really love about the Vibe experience is this notion of delivering Australian hospitality. And by that, I mean great service and modern Australian design and cuisine, delivered in a casual way. This is a brand that truly reflects the character of the destination it operates in.

As far as the future goes, what can I say? We’d love to see Vibe in Brisbane as well as in our TFE family in NZ.

The opening of the sustainable Hotel Britomart and Adina Southbank are cutting edge for hotel construction. How closely are hotel builders watching the development of these properties?

28 HM The Business of Accommodation

Ho tel M el

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e’re incredibly excited to work with InterGlobe Enterprises UK and Far East Hospitality, in bringing the Quincy brand to life in Australia and to its first home on Melbourne’s Flinders Lane. Without giving too much away before we launch, Quincy Hotel Melbourne is all about bringing the sights, sounds and, most importantly, the flavours of South East Asia to Australia.

Personally, I’m really proud that, as a team, TFE Hotels has been able to create an Australian base for this exciting Singaporean brand. Quincy really is an immersive brand, and this is replicated in the interior design, the uniforms, the signature touches, the amenities and mini bar. Even the exterior, designed by Thala Clarke, is striking with its trademark gold fins and curved ground floor staircase.

ne ur o b

n early 2021 pen i

Quin cy

Congrats on the recent announcement you made at AHICE about bringing the Quincy brand to Australia. How do you see this brand shaking up the market?

lo wil

“To succeed in hospitality, you need a genuine passion to look after people.”

Antony Ritch, TFE Hotels

These are two really different hotels, but they share green hearts at their core and we’re proud to launch both this year.

[Designers] Bates Smart and our owners, Hume Property, took an incredibly smart approach with their use of cross-laminated timber (CLT) in the design of the Adina Apartment Hotel Melbourne Southbank.

Importantly, it demonstrates how clean and green construction technology forms a big part of the solution to a more sustainable world in high-density urban areas.

Cooper and Company, the owners and developers of The Hotel Britomart, took a very different approach with the design of their hotel, which opened this month.

What I love with this hotel is that it also involved the refurbishment of adjacent heritage warehouses, each of them almost 150 years old. The Cooper and Company construction team has focused on preserving as many of the original materials in those buildings as possible.

How has Adina performed during the pandemic?

Apartment hotels are a very versatile product and can be more resilient to market movements. And this presents an incredible opportunity for TFE Hotels as we continue to grow the brand. Our Adinas have shown this resilience during the pandemic because they appeal to a variety of markets.

HM Q&A | LEADERSHIP

We’re also proud to have launched Adina individual office solutions in Europe and in Australia early on in the pandemic. This gave our guests an alternative to a home office with the option to work safely and securely in our rooms with access to highspeed WiFi, plus the services you’d expect at a hotel.

We have some big plans underway for the Adina brand including the introduction of a premium product which we will launch in the coming months in Australia. Along with new hotel openings in Canberra, Melbourne and Sydney, we also have a rolling refurbishment program underway, and are bringing exciting new concepts to some of our guests’ current favourites.

In Europe, we continue to evolve the brand and have some fantastic plans under way. In addition to the hotels we have in Germany and Denmark, we will see Adina launch in Geneva and in Vienna for the very first time and that’s exciting for TFE.

After 18 months in the top job at TFE for you, it would probably be fair to say it has been a rollercoaster ride. What are some of the biggest learnings you’ve taken from your time so far in this sector?

While it has been challenging, it has also been an inspiring time to join the industry.

To succeed in hospitality, you need a genuine passion to look after people. This trait is truly highlighted in times of crisis. I have been incredibly encouraged by the team spirit and the heightened culture of kindness and collaboration at TFE Hotels.

My favourite way to learn the business though has been to spend time at the hotels.

I joined TFE Hotels in 2019 and by the time restrictions commenced I had been able to get to all but two of our 70 plus hotels globally. I’m really looking forward to being able to engage with our teams again in person around the world when the times allow.

There is nothing more motivating than spending time in the field with our teams. n

TFE Hotels Chief Executive Officer, Antony Ritch

SUPPLIER PROFILE

Diving in data

What are some of the key benefits available via the HotelSnapshot product?

Managing guest data is critical to running an efficient hotel. Utilising that data is very much a one-size-doesnot-fit-all exercise, says InTouch Data's Peter Johnson.

How important is a strong investment in managing hotel guest data?

The simple answer is – very important. There are two aspects to this. The first is the dollar investment and this is where it becomes an obstacle for many in so much as money for data has to come from an expense account, usually marketing, it’s rarely seen as a capital investment. The second is based on resources and a plan to ensure good data capture at every touch point possible. The latter is the key and it is surprising how much ‘bad data’ we still see coming through.

n so

How can dataArc improve guest loyalty and in turn, spend per guest?

There is not a lot of complexity to dataArc even though the platform allows a sophisticated approach to segment and target guests. That is the key to all CRM, getting the right message to the right guests at the right time and with dataArc’s built-in return on investment function, it is very simple to understand what works and what doesn’t. As most of our dataArc clients are groups, loyalty focus is not just on one hotel, but across the group. If you look at any analysis, return guests tend to spend more in relation to the average of all guests. n

Pete r

A core strength of Intouch Data is our recognition that support is as vital as any other element of our products and services. We do not have a one-sizefits-all approach to training, nor do we limit how much is included. We have a continuous cycle of introductory and refresher courses which we conduct either one-on-one or in group sessions which may include multiple property participation. We also use the ‘Train the Trainer’ concept for some of our global clients.

Jo hn

What sort of training is provided when a hotel takes on the HotelSnapShot tool and how easy is it to migrate across from a former product?

It’s hard to list the benefits in a few words, so let me begin by explaining the flexible nature of the HotelSnapShot platform. Each client will have their own priorities whilst there is a general theme to some of the dashboarding and reporting that has general appeal. HotelSnapShot allows any number of data sources to be gathered, be they internal (PMS, POS) or external (rate shopping, STR etc). Once clients understand what data is at their fingertips, it is a matter of providing individualised dashboards and reporting based on their organisational and business user needs.

HotelSnapShot collates both internal and external sources into one screen

hotelmanagement.com.au 29

PROMOTION The Sebel Melbourne Ringwood is positioned within one of the city’s major growth corridors

An Investment in

Success

O

ver the past decade, there has been an increased need to provide accommodation solutions for guests wanting longer-term stays, increased flexibility and more space.

The travel industry has evolved to accommodate this consumer trend, and serviced apartments now account for 25% of accommodation solutions in Australia.

Consumers are receptive to new ideas in the travel industry, and concepts such as serviced apartments are inventing new hybrids that borrow from co-living and co-working models. Real estate and property investors recognise the market’s growth potential and are becoming more interested in these opportunities, because of the high ROI of apartment models. Trusted brands, such as Mantra, The Sebel and Peppers are bringing quality and credibility to the sector and serviced apartments are projected to expand over the next five years, as the globe recovers from the COVID-19 pandemic.

Serviced apartments offer a more homelike experience for guests, with advantages that range from space and family-friendly options, to easier, healthier and less costly dining options and beyond. Serviced apartments contain a kitchen or kitchenette and usually have separate lounge or dining facilities, allowing guests to cater for themselves. Many guests enjoy the experience of exploring the local neighbourhood, whilst shopping locally for groceries. The amenities offered by serviced apartments mean that 30 HM The Business of Accommodation

The apartment sector will continue to grow by innovating and offering guests interesting and exciting accommodation options.

guests also have access to additional luxuries and facilities, such as stateof-the-art swimming pools, spas and fitness centres.

Location is an important consideration for guests when choosing accommodation, and serviced apartments shine here too. Apartments tend to be in the best locations in every city, region and leisure destination. And with people looking for staycations and to holiday close to home, visitors are keen to stay within easy reach of transport links, close to local amenities.

Simon McGrath, Accor Pacific Chief Executive Officer, commented: “Serviced apartments have been rapidly growing in popularity, and that’s largely down to the benefits that these spaces provide. We expect to see a boom in this area, particularly in the current climate, as serviced apartments hold greater appeal as they limit unnecessary contact with other guests. Guests can keep to themselves or mingle with their fellow travellers. Serviced apartments offer a safe and secure way to travel and it is in leisure and city destinations that we are really starting to see some momentum.

“The serviced apartment trend will drive investors to partner with leading brands with experienced asset management teams. A strong asset management team brings huge benefit for investors. A typical asset management model for Accor serviced apartments includes 24-hour onsite management, with a concierge, security and a housekeeping team, which brings peace of mind and security for guests.”

ACCOR NEWS

Simon credits the success of Accor serviced apartments to the powerful appeal of their brands. “As industry leader, we invest in our brand marketing and advertising, ensuring Simon McGrath, Accor Pacific our brands are well supported and top of mind with consumers. In a world where strong communication and connection is vital, we have almost five million loyalty customers in our database. We continually invest in our relationship with our customers, providing them with content that adds real value. We are focused on optimising the performance of investments with our powerful distribution network, which is strategically important to driving growth and capturing demand. It is incredibly important to us that we develop fruitful partnerships founded on trust and credibility.”

“Serviced apartments offer a safe and secure way to travel.”

FV BRISBANE BY PEPPERS

Opened in September 2017, the property is designed to appeal equally to Fortitude Valley’s leisure visitors and its fast-growing business and corporate market. All apartments boast full kitchens with state-of-the-art appliances, a laundry, and separate lounge and dining areas with access to state-of-the-art amenities, including a curved skyline pool, two private spa areas with BBQ, bar and lounge areas and an array of lounge and dining areas.

THE SEBEL MELBOURNE RINGWOOD

Multiple rooms provide greater flexibility and more space

Set to open later this year and will add 103 serviced apartment-style rooms to Melbourne east’s growth corridor in Ringwood. Spanning seven floors, the property will feature 48 studio apartments, 48 one-bedroom suites and seven two-bedroom suites, with a fitness centre, two function rooms, a restaurant, reception area and lobby bar/ cafe. Ringwood has been identified as a growing Melbourne pocket, benefiting from major arterial roads and rail connections, and as a gateway to Victoria’s premier food and wine destination, the Yarra Valley.

MANTRA EPPING

The hotel’s spacious apartments feature kitchen facilities, European laundry, private balconies, and offer the flexibility to adjoin with a hotel room to create a spacious two-bedroom option for families and friends alike. Guests also enjoy the convenience of the hotel’s extensive on-site amenities and services, including the Trader Café, Restaurant and Bar, Beer Republic brewhouse, state-of-the-art conference and meeting facilities, fully-equipped gymnasium, 24-hour reception and open-air secure car parking. n

Apartments offer plentiful space for larger groups to stay together hotelmanagement.com.au 31

CONFERENCES Marie Colangelo, JLL, hosts a panel forum on the tricks of the hotel design trade

IDEAS

INNOVATION

THE RETURN OF THE DESIGN INN SYMPOSIUM AS AN IMMEDIATE PRECURSOR TO AHICE WAS MET WITH GREAT ENTHUSIASM FROM INDUSTRY DELEGATES AS SOME OF THE WORLD’S MOST EXCITING PROJECTS WERE DISCUSSED AND DEBATED.

A

suitably socially distanced crowd gathered at Hyatt Regency Sydney, with hundreds more tuned in virtually, for the return of the Design Inn Symposium 2020 after a two-year break, with many topical issues covered by the sector’s brightest and most innovative minds.

Design Inn was hosted by HM Magazine and headline sponsored by SHAPE. The interior design focused event preceded the 2020 Australian Hotel industry Conference and Exhibition (AHICE), headline sponsored by Intrust Super and Hostplus.

Some of the brightest and most innovative minds in interiors chaired panel discussions and conducted interviews over the course of the half-day session, which took place in front of 150 people in person and more than 600 virtual viewers.

Highlights of the event included a close examination of two of Australia’s most exciting upcoming hotel projects, with key contributing designers for each showcasing elements of their work and how each fits into the fabric of their respective cities.

This segment began with a look at Crown Towers Sydney – soon to be a shining beacon on the Sydney skyline and able to seen and identified from great distances.

32 HM The Business of Accommodation

Crown Resorts Executive Vice President Strategy and Development, Todd Nisbet, told delegates a critical consideration in the AU$2.2 billion development was as much about providing a landmark to cap off the transformation of the CBD’s Barangaroo precinct as it was providing a captivating look for guests to enjoy.

“Doing things like placing the bed to face the window does bring in some incremental costs but providing that view over Sydney Harbour to wake up to in the morning will deliver that little bit extra for guests,” Nisbet said.

“We’re in the experience business so if I do my job right, there should be no reason for you to want to leave the resort over the course of a 2-3 day stay.

“We want to have a resort experience but it also needed to be in the context of an urban resort.”

The focus then switched to W Melbourne, as Cre8tive Property Managing Director, Andrew Taylor dialled in for a virtual chat with Hachem Architecture Principal Director, Fady Hachem, who said he believed in the passion being shown by all parties involved in the project.

“W Melbourne is really about local influence and a local narrative,” he said. ‟We need to promote Melbourne for what it really is.

At face value, it’s just a typical city but when you look closer, it’s far more diverse than people realise. It was about making sure W Melbourne was very diverse and had many layers to it.”

Taylor quizzed Hachem about some of W Melbourne’s most exciting elements of design, such as the wet deck and swimming pool, which will be located on Level 14.

The pool area will become one of the hotel’s revenue generating areas, featuring an entertainment space and DJ booth which will allow the property to host lavish parties and allow the space to be rented out for corporate events.

CONFERENCES

“Part of W’s ethos is innovation – being bold and provocative. We want to break that mould and look at what makes Melbourne,” Hachem added.

The staple panel discussion format popular with AHICE was introduced for Design Inn, with some polarising views put forward on a variety of topics including the tricks of the trade in hotel design.

Hosted by JLL Senior Project Manager – Hotels, Marie Colangelo, the discussion looked at design competitions conducted by developers which take place to assess the variety of design options and brief interpretations available to try and find the most striking layout.

“It’s up to each of the competitors to create something that will tell a story clearly and concisely, regardless of whether the operator is private or council-linked,” said WMK Architecture Director, John Andreas.

The panel agreed that a critical consideration for newbuild hotels must be having the ability to easily adapt and refurbish a property in five to ten years without needing to dramatically alter the exterior structure.

Another topic on the agenda was the synergy between lifestyle projects and how small hotel operators, particularly those in regional destinations, can refresh

their properties to a high standard while maintaining the feel of being connected to the local community.

“It’s about understanding who your audience is and what you’re trying to achieve. When I travel, I’m looking for somewhere where I can bring my children and still enjoy it myself and have a break too,” said Scott Carver Director, Angela Biddle.

Design Inn featured a number of special live interviews taking place around the world, with leading designers and hoteliers dialling in to address delegates and online viewers. This included the event’s keynote presentation from legendary hotel designer Bill Bensley, who in his typical quirky style, dialled in live from his moving vehicle as he travelled around the streets of Bangkok.

Hosted by Angela Biddle, Bensley spoke of his near four decade career of designing world-class resorts. He spoke of personal milestones and career highlights, including how his vision for the Capella Resort in Ubud, Bali, saw the developer’s plans for 123 rooms reduced to 23 luxury tents – a vision which paid dividends for owners by providing accommodation built around the narrative of Bali’s first settlers in the 1800s, ultimately delivering higher room rates for owners and greater engagement with guests. n

“Part of W’s ethos is innovation – being bold and provocative.”

Fady Hachem, Hachem Architecture

Andrew Taylor from Cre8tive Property talks W Melbourne with Fady Hachem

Todd Nisbet of Crown Resorts chats on stage with host, James Wilkinson.

Design Inn kicked off with a panel chat on the role of hotels as economic enablers

hotelmanagement.com.au 33

CONFERENCES

Hilton Vice President Australasia, Heidi Kunkel, was interviewed on stage to start the second day of AHICE

AHICE KICKSTARTS THE

A

WHETHER IN PERSON OR VIA VIDEO LINK, AHICE 2020 SAW ACCOMMODATION AND HOSPITALITY LEADERS THE WORLD OVER UNITE WITH A FIRM COMMITMENT TO RETURN THE INDUSTRY TO PROSPERITY. 34 HM The Business of Accommodation

n overwhelming sense of optimism and steely resolve not to be beaten by an invisible enemy dominated the discussion at the 2020 Australian Hotel Industry Conference and Exhibition (AHICE), headline sponsored by Intrust Super and Hostplus.

Across more than a dozen panel forums conducted onstage and dozens more one-on-one interviews, seminars and presentations, the latest edition of AHICE once again delivered a canvas of highly charged and topical opinions, messages and announcements albeit within the socially distanced guidelines of the time.

Performing to a room at its government-mandated capacity of 150 industry movers and shakers, the total audience exceeded 700 when factoring virtual registrations watching from homes and offices around Australasia and around the world.

CONFERENCES

Always a drawcard for new hotel announcements, AHICE 2020 was no different, with five new developments revealed to the market. These included Fairmont Port Douglas, revealed by Accor Asia-Pacific CEO and Chairman, Michael Issenberg.

Speaking from Singapore, Issenberg rocked the room, declaring the company’s luxury Fairmont brand would expand to Australia in 2023, landing in Port Douglas in the form of a futuristic eco-resort on the doorstep of the Great Barrier Reef. Issenberg added the company had also signed a Mondrian branded property for Australia however was unable to disclose its location at the present time.

The second new brand with Australia on its radar came from TFE Hotels, where CEO Antony Ritch revealed the Asian fusion label, Quincy, would debut in Melbourne in early 2021.

Quincy Melbourne will feature 241 rooms at the top of Flinders Lane in the city’s CBD, backed by three dining outlets, a rooftop swimming pool and plenty of Asian flavour.

“As we bring Quincy to Australia, we’re bringing the sights, sounds and flavours of Singapore and South-East Asia to Melbourne,” Ritch said.

“Everything you see from when you walk into the hotel will reflect on the exciting atmosphere of Singapore.”

Also announced at AHICE was Quest Woolooware Bay – a new 71-room serviced apartment complex featuring within the AU$1 billion Woolooware Bay Town Centre in Sydney's Sutherland Shire. Located next door to Shark Park – the home of the NRL’s Cronulla Sharks – the hotel will bear all of the Quest hallmarks aimed at business travellers, including a conference centre and outdoor garden terrace overlooking the stadium.

Always a brand eager to steal the show, Ovolo Group never fails to impress, confirming at AHICE it will soon open its third location at South Yarra. The 123-room hotel will feature all of the colourful and rock-music inspired personality guests have come to expect from Ovolo, with

The Real Estate Investment Outlook Panel presented some interesting market insights

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*Certified biodynamic by the National Association for Sustainable Agriculture, Australia. Jurlique’s products and farm are not certified by or affiliated with Demeter® USA or Demeter International.

Discover our new amenity pump dispensers at swisstrade.com.au

CONFERENCES

Exhibitors on show at AHICE

Six leading industry brands and major supporters of AHICE were on show to participants at the 2020 event.

HOSTPLUS

Hostplus is the Industry SuperFund for Australians in hospitality, tourism, recreation and sport and a proud Diamond Sponsor of AHICE. AHICE is a fantastic opportunity for service providers like Hostplus to engage face-to-face with key decision makers in the hotel industry and it was an absolute privilege to participate in the 2020 event.

INTRUST SUPER

Intrust Super was proud to continue supporting AHICE this year. The insights from industry leaders in the hotel and tourism sector were fantastic, and we were pleased to share our observations on the hidden financial impact of COVID-19 on hospitality workers. Anybody interested in hearing more about this should email service@intrust.com.au.

A.H. BEARD

As leaders in the commercial bedding industry, participating in AHICE provides the opportunity to create meaningful relationships in the hotel and accommodation sectors while showcasing our newest Commercial collection. This collection combines quality craftsmanship with the latest technology to deliver unparalleled comfort and support, providing travellers with a sanctuary away from home where they can enjoy an incredible night’s sleep.

MYBOS

AHICE gave us some great insights into the industry as a whole, such as learning how the hotel industry has been using AI (Artificial Intelligence) to run the maintenance of buildings. MYBOS has been successful so far in helping hotels conduct room inspections when guests are coming in and out, as well as engineering and keeping on top of all of the work orders and setting up an asset register and budgeting platform.

SWISSTRADE

As UV Disinfection is proving an effective treatment against COVID, and helps rebuild room revenue globally, it was important for Swisstrade to inform the market and hotel operators – fast and effectively. AHICE provides the forum to do just that, supporting our mission to lead by innovation and design across guest rooms, public spaces and the MICE sector.

VINTECH SYSTEMS

For over 20 years, Vintech Systems has dedicated itself to servicing the hospitality industry with the supply and long term support of global leading brands for hotel locks, minibars, safes and GRMS (guest room management systems). In our industry, people buy from people, and that’s why Vintech continues to support opportunities to discuss our customers’ long term requirements in-person, like at the recent AHICE conference.

36 HM The Business of Accommodation

pattern-heavy furnishings, graphic wallpaper and a firm 1970s rock music lifestyle to be portrayed by the new property upon its opening in 2021.

“Ovolo South Yarra will set the scene for an extraordinary hotel experience embodying Ovolo’s philosophy of connecting with its customers emotionally and will complement the local cultural scene through its art, design and unique restaurant concept,” said company founder and CEO, Girish Jhunjhnuwala.

Another key element of AHICE each year is its data and analytical focus, which this year was led by a presentation from STR Regional Manager – Pacific, Matthew Burke, who crunched vast sums of numbers for delegates, outlining both the impact that has been withstood and what is projected to come. Burke highlighted a two-speed economy that has emerged, forecasting a positive outlook for the leisure sector and green shoots signalling a return in business confidence on a slightly longer term.

Data never lies and delegates welcomed news of strong ‘green shoots’ among the leisure market as Australians turned their focus inward and set off in unprecedented numbers to explore their own proverbial backyard in the form of ‘Staycations’ and holidays in regional centres. Led by Tourism Australia, the message of ‘Holiday Here This Year’ had proven a huge success.

A presentation by Tourism Australia Managing Director, Philippa Harrison, affirmed these results, with Harrison outlining the organisation’s pivoted focus on domestic markets while doors to international markets remain closed for the time being.

Harrison said Australia was very well placed in a post-pandemic world.

“Forty-six percent of people are actively planning an Australian holiday in the next six months,” Harrison said.

“These people are looking to have a break and connect with family and friends. We need a quorum of borders to open but we are confident this will happen in the next couple of months.”

The success of the Tourism Australia effort was supported further by prominent hotel owner and investor, Dr Jerry Schwartz, who holds a strong portfolio of hotels – many in regional locations.

Speaking on-stage at AHICE, Dr Schwartz said the drive market in several markets he participated in were showing strong patriotic sentiments to holiday locally.

“It’s a real thrill to go to my regional properties on weekends and the foyers are full of people. It’s to be expected – people want to get out and the safest way to travel is by car and for the average person to be able to get away from the life we’re leading at the moment, it’s a very fortunate thing.”

Amidst news of a new round of discussions which could potentially bring together the industry’s two advocacy bodies – Tourism Accommodation Australia and the Accommodation Association – AHICE was

CONFERENCES

graced by stellar presentations from both TAA National CEO, Michael Johnson, and AA CEO, Dean Long. The two advocates spoke of positive signals emerging from government corridors but that many businesses across the landscape remained in survival mode and there was still no clear end in sight.

Always a popular inclusion on the AHICE schedule, the annual rotation of panel discussions this year featured dozens of polarising opinions across a wide landscape of hot-button issues. For 2020, topics up for debate included the midscale, select-service, lifestyle and luxury market segments, real estate, sustainability, finance, legal issues, food and beverage and the highly engaging ‘What Owners Want’ which always gets people talking.

A special breakfast panel on Day 2 hosted by Torrens University Australia looked at the all-important matter of Revenue Management and how upskilling can help a business weather economic storms caused by disasters of all kinds. Hosted by Melissa Kalan from ARMA, the panel affirmed the current trends of strong weekend performance by city hotels and the need for revenue managers to see the positives despite a lack of weekday corporate and business travel, with a variety of tips, tricks and techniques designed to help manage revenue expectations amid an environment of minimal yield.

Doma Group CEO, Jure Domazet, is ready to open Little National Sydney this month

TFE Hotels CEO, Antony Ritch, shares news on the Quincy brand launch

AHICE draws the big deals AHICE has developed a reputation over the years as fertile ground for hotel operators and developers to announce exciting new projects on their way, with the 2020 edition no exception.

QUINCY HOTEL MELBOURNE

OVOLO SOUTH YARRA

QUEST WOOLOOWARE BAY

FAIRMONT PORT DOUGLAS

This exciting Asian fusion brand from Singapore will arrive in Melbourne in 2021, delivering a hit of contemporary architecture to inner-city socialites. The 241-room hotel will feature three restaurants, a rooftop pool with views over the city and exclusive club lounge.

Featuring as part of the evolving Woolooware Bay Town Centre, Quest Woolooware Bay will offer 71 serviced apartments along with conference facilities, fitness centre and garden terrace, all overlooking PointsBet Stadium – home of the NRL’s Cronulla Sharks.

The brand’s third presence in the Victorian capital will feature 123 rooms decked out in Ovolo’s quirky and music-inspired style.

With a focus on 1970s rock stars, Ovolo South Yarra will open its doors to guests early next year.

Designed as a conduit between rainforest and reef, the arrival of the Fairmont Port Douglas in 2023 will mark the luxury brand’s debut in Australia. The resort will feature 253 rooms, multiple restaurants, bars and attractions.

hotelmanagement.com.au 37

CONFERENCES

Three of Australasia’s leading hotel executives also enjoyed the opportunity to sit on the other side of the interviewer’s desk in a new ‘Executive Conversations’ segment debuting at AHICE. Accor Pacific COO, Simon McGrath; IHG’s Managing Director Australasia, Leanne Harwood and Marriott International’s Area VP, Sean Hunt, each donned the Editor’s cap and turned the attention on three fellow leaders from their own professional circles.

Speaking to McGrath, Helloworld Travel Limited CEO, Andrew Burnes, discussed the voice of the industry among government circles, with the duo agreeing that the return to international travel is going to be a long and difficult road which will likely involve a lot of bilateral agreements.

Burnes said that while he always thought COVID-19 was going to be bad, he could never have expected the twists and turns that the pandemic would take the country.

“I think it is safe to travel on a plane and people need to be convinced that is the case. People want to get away safely and airlines, hotels, cruise lines all have to introduce protocols to reassure travellers they are safe,” Burnes said.

The second Executive Conversation took place on Day 2, with IHG’s Leanne Harwood welcoming NRMA Group CEO, Rohan Lund, to the stage. Reflecting on how 2020 was originally meant to be a year of celebrations as the company chalked up its centenary year, Lund said it was particularly disappointing for a year of devastating events to have eventuated instead.

“This is a moment where we remember our purpose and why we’re here,” he said.

The focus for the third Executive Conversation was the MICE and Events sector, with Marriott International’s Sean Hunt conducting proceedings from his temporary office at Sheraton Grand Mirage Resort on the Gold

The Midscale Market Segment panel provided some fascinating insights

38 HM The Business of Accommodation

‟Let's get this show back on the road.”

Stephen Turner, Face to Face Event Management

Coast. His guest was Face to Face Event Management and Medical Meetings Managing Director, Stephen Turner.

The pair discussed the MICE industry and how the recovery of events may be more protracted than the wider travel sector.

Turner said many hotels active in the events sector would generate around 20% of their revenue from meetings, conferences, exhibitions and events and that even as COVID begins to fade away in time, the look of mass business gatherings is going to be different. The underlying message was aimed squarely at Australia’s Premiers – open the borders now so that Australia can get back to work.

“We’ve got to make those big meetings work well.

We’ve got to make sure the first big group interactions go really well. If they do, there will be more of them,” Turner said.

“Coming out of this will be a slow build. We want to reach a consensus where we can all return to a hotel and get some industries back up and running. Let’s get this show back on the road!”

Once again, AHICE delivered a strong line-up of interviews with leading hoteliers from all corners of the globe. Prevented from participating in person only by global border restrictions and physical travel difficulties, the executive views put forward were upbeat and forwardthinking, with the downturn leading many to expand, invest, innovate, implement new operational efficiencies, renovate, refurbish and galvanise staff to prepare for the new, COVID-normal life post-pandemic. One unanimous view shared by each interviewee was an overwhelming desire to attend the next AHICE in 2021 personally.

HM remains committed to hosting AHICE 2021 as a physical event in Melbourne, with dates and more information to be made available soon. n

CONFERENCES Accor’s Simon McGrath, IHG’s Leanne Harwood and Radisson’s Mark Bullock (with Marriott’s Sean Hunt joining via video) took part in the AHICE Hoteliers Panel, chaired by Robert Williams from Withers Worldwide

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INTERIOR DESIGN Hotel Indigo Auckland is emblematic of the brand’s quirky and local flavour

THE SOMEWHAT NEW CHALLENGE FOR HOTEL DESIGNERS, BROUGHT ON BY THE PANDEMIC, IS NOW HOW TO KEEP PEOPLE APART IN A COMMON SPACE, NOT BRING THEM TOGETHER.

DESIGN GROUND Scott Carver

Angela Biddle – Director

Historically, lobbies in luxury hotels are grand spaces catering to a dramatic arrival experience, ready to receive guests wishing to see and be seen. I witnessed this history in action early in my career designing luxury hotels throughout the Middle East for brands such as Shangri-La, where both guests and locals gathered, bringing a palpable vibrancy to common spaces. Conversely, I have noticed here in Australia – also true of luxury hotels in North America – is that luxury hotel lobbies tend to be hushed, formal spaces rarely visited by locals, with their bars and restaurants echoing that formality.

Lifestyle and boutique hotels are gaining steam in Australia, as is the ethos of encouraging guests to dwell in common spaces. Compact guest rooms leave little space for anything beyond sleep, naturally drawing guests into the hotel’s common areas, a move inspiring the provision of well-designed, aspirational environments with a great vibe and a destination for locals and guests alike.

For Hotel Indigo Auckland, we have created a series of distinct F&B experiences to curate such an environment. The restaurant has been designed as a day-to-night destination in its own right, the hotel bar is nestled within the first floor of the heritage building, allowing guests to catch a glimpse inside as they enter the lobby – all complemented by a street-front café and bottle shop/wine bar enticing locals to enter and

experience all venues within the hotel.

The evolution is this. Formal ideas of luxury are giving way to ‘laidback luxe’ and hotels are following suit. The formality of space is broken down with spaces designed to flex, undulating as the day evolves into night and creating an intersection of practicality and vibrancy.

Moving forward, this flexibility of space will allow hotels to safely curate social environments within a post-COVID world.

40 HM The Business of Accommodation

Suede Interior Design Clifford Rip – Principal

It might sound odd but hotel lobbies are a bit like your head. They see, listen and speak to their guests.

If it’s attractive, it will have more bodies lingering and engaging with it for longer than if it wasn’t. It’s fickle like that. It’s almost human.

Most operators these days offer a relatively good service – some better than others. However a service on its own is not a sufficient invitation to hang around a property, therefore design and the creativity of the space is extremely relevant for driving revenue. Every minute spent by anyone in a hotel is essentially or potentially a dollar earned, and even when designing a hotel, these metrics for every area need to constantly be reviewed.

With guestrooms typically becoming smaller to allow more keys on a floor, a shift in guest social or down time to the public areas such as libraries, lobby lounge, lobby bars and even the terraces are the focus. However, to be sufficiently exciting enough to maintain them in the property and not lose them to the neighbourhood, we – Owner and Designer – need to marry ideas to formulate more creative, revenue generating opportunities other than function spaces and multipurpose co-working lobby lounges.

Luxury properties started this decades ago with High Tea as well as Cherry and Chocolate brunches in their Lobby Lounges to showcase flamboyance and opulence, however the revenue and marketing opportunities were never fully realised. In today’s society, the energy from these creative services and spaces can be extremely photogenically valuable and the difference between eyeliner and no eyeliner.

Besides the arrival journey to the Porte Cochere, the lobby is really the first point of experience and sets the stage for the rest of the stay.

It needs to tell your story and should cast an overall impression of the parameters one should expect for the rest of the property. Energise the lobby and you’ll energise the entire property.

INTERIOR DESIGN

Indyk Architects

Shelley Indyk – Director

We are all wondering how the impact of COVID-19 may influence design in hotels and more specifically, public spaces in the future. While the pandemic will pass, the immediate impact is clear – greater spacing between furniture, more open spaces and less crowded environments.

How will we create the atmosphere that we are used to? Lighting, music, colour and finishes may become even more critical too.

There have been several new design directions in the lobby and common use facilities of hotels, influenced by the concepts of ‘we work’ and ‘micro rooms’. The micro room, being so small, creates a demand that the common areas are more like communal living rooms and places to work, meet and eat. This does not suit all people, and it is important to consider the diversity of need. We need to create options and opportunities within the guestroom experience. Intimacy, detail and scale become even more the priority in such design.

The boutique and design hotel movement has created the hybrid lounge-bar-restaurant space where guests can be, and invite others to eat, drink and enjoy, within a comfortable enlivened space. This is critical to any design hotel environment. The differences will usually be in the design input related to spatial relationships and dimensions, furniture, graphic décor, lighting design, complexity and diversity of finishes.

Flexibility is important but not to the detriment of ambience and design. We need to consider new ways of dividing and opening up spaces, through movable items and elements such as furniture walls, display cabinets, drapes and mesh walls. This could be a new direction within the fit-out, sometimes considered but more often rejected as superfluous. Hotels are about people, hospitality, delight, and designing for the particular. These values must be retained.

“Flexibility is important but not to the detriment of ambience and design.”

Shelley Indyk, Indyk Architects

Dalman Architects Richard Dalman – Managing Director

The hotel lobby is the first ‘real life’ impression of the hotel interior that a guest experiences, and first impressions matter! Online imagery may have lured the guest to select the hotel, so physical reality matching the imagery can cement a great first impression and set the scene for the overall experience. The trend towards blended lobbies – where reception and food and beverage spaces are shared – continues. The lobby has become a multi-purpose space to have a coffee or wine, to have meetings, to work, socialise, or just hang out and watch the world go by away from the confines of the guest room. The interior design, lighting and careful furniture selection and placement – in clusters large and small for groups to congregate, or more intimate spaces for guests to enjoy some alone time – not only add visual interest, but meet the market needs as well. Tourists today are buying less and experiencing more. Lobbies are becoming places to experience, rather than just spaces to move through.

Creative design can attract guests to your hotel and provide a backdrop to those ‘Instagram moments’.

A consistency in design concept through all hotel spaces will help to clearly represent the essence of the hotel. Often, the style of the building itself will influence the approach to the lobby design. The newly refurbished Ramada by Wyndham Hamilton Hotel by Dalman Architects features a reception that complements the historic nature of the heritage building it is set in, but also introduces contemporary design elements creating a functional and modern environment.

With connection to place and local authenticity now part of the DNA of most new hotels, the lobby has become an important link to the neighbourhood and local environment. Just as tropical resorts often have their reception areas and lobbies open to the elements, city hotels can also break down the barriers with large opening bi-fold doors, inviting locals in and generating revenue. Locally sourced art, food and beverages, music, furniture and finishes can all add to that authentic experience. Whatever new trends are occurring in lobby design, key essentials remain the same – make it obvious where you enter the hotel and provide intuitive routes to reception and the lifts or stairs beyond. If you also pass by an alluring and inviting bar and restaurant on the way, it’s a great start to having your guests spend time and money there!

QT Wellington takes art centre stage in its lobby lounge

hotelmanagement.com.au 41

TECHNOLOGY High quality AV remains essential for running a respectable event

TOGETHER

T

he past six to eight months has seen the pace of innovation in the online conferencing space proceeding at an incredible pace. From new start-up local businesses, changing focus from existing tech companies and the global prowess of the now ubiquitous Zoom, companies have invested heavily in technology to help their teams stay connected while working from home.

Virtual events are not really new. They have just taken on a higher level of consideration since the pandemic began. But now, hotels no longer see virtual conference providers as competition but rather, an ally, where a new generation of hybrid events can be developed to bring people together in a safe environment, while still being able to connect to others unable to join in person.

One such company working closely alongside the hotel sector, rather than against it, is Avisual Productions, based in Western Sydney. Cognizant of the fact many businesses are still figuring out their new-look physical operations and how to integrate their staff moving forward, Avisual has been readying its hotel partners to finalise COVID-safe operational plans for the resumption of events moving forward.

Most businesses did not possess camera and audio equipment sufficient for anything bigger than a oneon-one or small office meeting with a handful of people.

Before long, the standard low-resolution cameras built into a laptop or smartphone, coupled with digital compression from built-in microphones and lack of attention to lighting 42 HM The Business of Accommodation

DESPITE THE EXPLOSIVE ADOPTION OF ONLINE MEETING TECHNOLOGY DURING THE PANDEMIC, SOME TECH COMPANIES ARE WORKING WITH HOTELS ON NEW, HYBRID SOLUTIONS TO BRING PEOPLE TOGETHER AGAIN, SAFELY. (resulting in glare, reflections, silhouetting and poor depthof-field) would distract participants from being able to conduct the business the call set out to achieve.

“There’s more to it than just the basics,” said AVisual Director, Bradley Byrne, saying there was a lot more to it than simply connecting up a Zoom call.

“The other thing is experience. We have experience dealing with high-end vision and audio streaming services and we’ve been doing that for years. It isn’t just turning on an app and hoping for the best,” he said.

Another element being missed by many businesses in terms of putting on a professional virtual or hybrid event was staging and lighting, Byrne added.

“Having what looks appropriate in your background as a backdrop to what you’re presenting is a big, core part. Lighting is important. You don’t want people being in shadows.”

In the current trading environment, hotels were adapting to the likelihood of needing to spread larger

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Whether catering to a few or a few hundred, professional grade AV can result in significant upswing in business

“This is a big shake-up for the industry as a whole.”

Bradley Byrne, Avisual Productions events across multiple rooms, or running repeats over multiple days, as the new normal. This creates its own set of logistical audio-visual challenges but nothing a professional events business wasn’t able to overcome.

Byrne said exhibitions which previously catered to 20,000 people in a day may now need to be repeated three times and run over four days with a cap of 5,000 attendees in any given day.

“There’s a big learning curve and education factor in transitioning clients to a new realm of live, hybrid and streamed events,” he said.

“Because of the ups and downs within the lockdown situation, which is still emerging, people are still too nervous to go back to everyone having events at once. I think once people are able to have those events, there is going to be a flooded market.

“Venues aren’t going to be able to hold all the events they want to hold because they’ve had to double up the space and they’re not allowed as many people inside so they will need to keep a room vacant to ensure distancing between two groups.”

The key, according to Avisual, is to proceed slowly and ever so gradually, continue to increase capacity while maintaining safe distances and hygiene protocols. While Byrne says he believes it won’t go back exactly to the way things used to be, but as confidence returns, venues will begin to resemble safer and more efficient adaptations of their former selves, with the added recognition of each delegate’s individual role in ensuring both their own health and safety and that of fellow delegates.

“I do feel that because of [COVID], the core of what hotels have been doing will stay the same but the way in which they manage it will be different.

“I think that hotels will be able to react, review, change and manage quite quickly but even when we get to a point where we have a vaccine, everybody is fine and there is no pandemic anymore, that the events industry isn’t going to stop being vigilant. It’s going to be a constant, perpetual process to make things better.

“I think this is a big shake-up for the industry as a whole. It won’t be anything like what we’ve had in the past. Ten years in the future, there will be more new technology. There will be a constant learning curve of changes going forward and hopefully that will benefit everyone in the long run.” n

ROOMS DIVISION More local blends are making their way into hotel bathrooms

FLAVOURS BATHROOM AMENITY SUPPLIERS ARE ALWAYS ON THE HUNT FOR NEW LABELS TO OFFER TO HOTEL PARTNERS, WITH LOCAL FLAVOURS GROWING IN POPULARITY.

S

ignificant investments are being made into upscaling production of local and boutique bathroom amenity products into mainstream volumes.

For Swisstrade, this push to bring smaller operations directly to the coalface has been a mission of discovery, described by company Principal, Peter Weingartner, as “a beautiful experience”.

“Our Australian-made designer brand Leif, which heroes key native ingredients and essential oils, has gained a lot of attention during lockdown and continues to be in big demand,” he said.

“The unquestionable highlight coming out of these unprecedented times is our new brand partnership with Australian-owned Jurlique. Harnessing the strong demand from hoteliers for locally manufactured brands and the need to support Australian businesses and jobs gives us the opportunity to support the CSRs of national hotel groups and as well as being a huge point of difference to boutique operators.

“It is a proud moment for Swisstrade and Jurlique to be announcing the relaunch of the brand in the 44 HM The Business of Accommodation

accommodation sector. We can’t wait to see Jurlique and Leif gain momentum, as our industry is looking to support home-grown brands that resonate with the hearts and minds of their guests,” he added.

Weingartner was remaining positive despite the challenges of the pandemic, saying that while issues on volume, stock, demand and production were navigated, the company had taken the chance during the downturn to move into its own warehouse facility. Furthermore, coming off the back of record sales in amenity dispensing systems from 2019, this enabled the company to hire Kane Rozier as its new Operations and Supply Chain Manager, tasked with managing the company’s inventory levels and doing so with great success.

Together with its new warehouse and personnel, Swisstrade finds itself in a highly advantageous position to emerge from the pandemic stronger, more agile and better resourced for when the market picks up once again.

“At times, with stock volumes stretched and demand high during lock-down, it has proven challenging to accommodate the needs of the commercial sector.

That said, lower production volumes and a short supply chain gives us the flexibility to react quickly,” Weingartner added.

Melbourne-based Interior Images has adapted to the challenge of being locked down and working from home in recent months. Sales and Retail Manager, Matt Heinze, says the majority of its new clients have been taking on Australian-made products in order to minimise shipping delays and to support local business.

ROOMS DIVISION

“We’ve really pivoted to the Australian brands and that’s what people are gravitating towards. And it’s just so much easier with the shipping and the speed with which we can turn things around,” he said.

Interior Images, which recently added natural skincare brand Sukin to its range, says the trend among Australian hotels has been more about switching to local suppliers, a move which has been accelerated in recent months.

“The pandemic has definitely sped up our clients coming to us saying ‘can this be done locally’? And for those who didn’t ask, we were saying ‘Hey, look, we can do this locally. We can ship it from here instead of here.

So that’s going to cut your shipping cost down and they love it,” Heinze added.

For Vanity Group, the ongoing low occupancies in hotels has led to an increase in its corporate support of humanitarian initiatives, such as the Foodbank charity, to which it has been donating excess stock to provide hygiene products to vulnerable members of the community. At the same time, the company is readying for a return to full operation by sourcing and integrating three new brands into its amenity line-up.

These include the maiden Tea & Amber collection from Ink & Water, which aims to uncomplicate skincare by removing jargon and provide a range of easy-tounderstand body products. This will be backed up by the additions of the Li’Tya brand, which blends traditional indigenous recipes into spa products. Finally, Vanity Group welcomes the O&M brand, which combined natural ingredients into luxurious, salon-professional standard haircare products.

Hunter Amenities is another company which has reported strong interest and growing demand for “ontrend, high-quality residential bottles” and dispenser options in order to fit in with the ever-increasing number of hotels refining their individual sustainability and environmental impacts.

The company has this year added three Australian brands – Native Secrets, Thankyou and Soap Aid – to its collection, taking its total portfolio to over 60 international and local brands. Further, the launch of the ‘Healthy Hands’ range of antibacterial hand wash and

Designer brand Leif has also joined the Swisstrade product stable

sanitising wipes has led to exceptionally high demand as hotels worked to encourage guests to make sanitisation part of their daily cleansing rituals.

“We love partnering with these unique brands as they capture the essence of Australia with a strong sense of purpose and community spirit,” said Hunter Amenities Managing Director APAC/ME, Mike Matulick.

Independent of a supplier, high-end skincare brand Grown Alchemist has linked with Crown Towers Sydney and will provide its range of shampoo, conditioner, body cleanser, body cream and soaps to the new hotel upon its opening in December.

Grown Alchemist Founder and CEO, Jeremy Muijs, said the company was honoured to partner with Crown Towers Sydney.

“We value our affiliation with the brand as we see a strong synergy and connection in our brand values, and the fact we both want to deliver a high-quality and sophisticated experience through our products,” he said.

Swisstrade added that the difficult times of 2020 have galvanised the hotel sector and that everybody is being as supportive as they can.

“On a more personal note, this pandemic has certainly brought out the best in all of us and with careful planning and open communication, we are managing to accommodate a growing number of enquiries,” Weingartner added. n

Swisstrade has recently partnered with Aussieowned skincare brand, Jurlique

“This pandemic has certainly brought out the best in all of us.”

Peter Weingartner, Swisstrade

Vanity Group has added the Li’Tya range to its collection

hotelmanagement.com.au 45

HUMAN RESOURCES Displaced hospitality students have continued their learning online in 2020.

compliance

COVID-safe

W

hen the health crisis that the COVID-19 pandemic has wreaked upon the world eventually begins to subside and people begin to move and travel again, customer service and customer-facing roles as a whole will become the new front line.

More so than ever before, the world has adopted a collective mindset that complacency on health and hygiene is no longer acceptable – not even to the tiniest minute detail. Hotels and hospitality have always held these elements in high esteem, however now, even natural human error must be reigned in and through the help of technology, greater checks and balances will allow the sector to do so.

While hotels across Australia are implementing operational changes and new training regimes bringing their existing staff up to code, the next generation of hospitality professionals are having these skills ingrained from the very beginning. At the Blue Mountains International Hotel Management School (BMIHMS) practical learning and training facility in Leura, students working at the campus’ real training hotel and restaurant are taking on board skills that are becoming part of their daily professional lives before they graduate and move into real world practice.

Associate Dean, Dr Simon Pawson, said the campus’ onsite curriculum and daily protocols had seen some shortnotice adjustments installed, with the pandemic resulting in a number of overseas students returning home and forcing changes to how they completed their studies.

46 HM The Business of Accommodation

COVID-19 HAS NOT ONLY CHANGED WORKPLACES THE WORLD OVER – IT HAS CHANGED THE WAY WE WILL WORK IN THE FUTURE.

“What we did initially is, for students who was stuck overseas, we simply changed the order of their studies around, so they did other subjects first so they’ve been doing theory subjects and we’ve put their applied training more towards the end of their program in the hope things might get better and they might be able return,” Dr Pawson said.

“The challenge now is that many of these students are getting to the end of their program and they’re still stuck overseas and still need to do the applied training component.”

Dr Pawson said student feedback has been overwhelmingly supportive during the upheaval and they appreciate the levels to which the university has gone in order to help them continue learning online.

“The applied training subjects though have still created some dilemmas for us, so at the moment, we are undertaking a project in partnership with the university’s Product Innovation team to move a lot of the applied training subjects online as a temporary solution,” Dr Pawson added.

HUMAN RESOURCES

“It’s a fairly big build for us. There’s only a certain amount of soft skill training you can do in an online environment and we expect that.

“So as we move into 2021, essentially, we will be running a hybrid model. We’ll have some students who will be undertaking their applied training in an online environment. And it isn’t just watching YouTube clips.

We’ve got our own internal film and production company.

A lot of the activities are filmed and produced for us for students to be able to practice online. However, applied training for students who are at our campus will continue.”

Under normal trading conditions, personnel providers such as AHS Hospitality and Luxxe Outsourced Hotel Services would be constantly recruiting for new team members to ensure it is able to service its clients with sufficient staff to maintain an efficient operation. The downturn has galvanised both companies to ensure they are ready for the gradual upswing by revolutionising training material and ensuring the industry is highly responsive to changes in healthcare standards.

Ahs Hospitality Executive General Manager, Kylie Maxwell, has outlined changes made to the company’s safety management systems, which were reviewed at the start of the pandemic to incorporate COVID-19 identification and control mechanisms into everyday work practices for its team members. These included: • Development of a company-wide COVID-19 risk register – a ‘live’ document that is updated as required. Operations Managers have been trained in how to help a hotel reopen with COVID-19 changes in place from Day 1.

• Engagement with suppliers to ensure the availability and continued supply of TGA-listed disinfectants and required PPE. • Full review and update of the ahs safety manual.

Special ‘First Five’ training guides have also been designed to help housekeeping managers train their staff on new safety and operational changes at the hotel they will be working, complete with mandatory COVID-19 site inspection checklists.

• Introduction of a suite of safety guides related to COVID-19-specific activities including airline crew, quarantined guests and pathogen clean of contaminated rooms and public areas.

• Introduction of online daily health declarations.

• Updated site safety posters covering hand hygiene, social distancing, donning and doffing of PPE equipment.

• Revision of our ‘Servicing of Occupied Rooms’ (SOP), introducing a simplified format that aligned to healthcare disinfection standards. This process consists of three stages – Clean and Disinfect; Arrange and Present; and Inspect and Exit.

Luxxe Outsourced Hotel Services CEO, Craig Coughlin, said a cloud-based training and competency-based learning system has been rolled out to all of its current team members, required to have been completed before anybody returned to work.

“The extensive training platform included hand hygiene, chemical retraining with new TGA approved

chemicals, social distancing, donning and doffing PPE, the LUXXE Touch (a second sanitisation process conducted in all departure rooms) and the introduction of ‛Hygiene Heroes’ to be our hotel based champions for everything safety,” Coughlin said.

“Staff have truly embraced the online training with 100% completion and compliance with successfully passing the competency assessments.”

It is likely the hospitality sector will look different when international travellers return. While the friendly and welcoming smiles will still be there, they may be behind a clear screen for the short term. The hand opening the door may be gloved. The concierge may be masked. But the service standards will not only survive the pandemic, they will emerge even stronger. n

Hotel cleaning requires a lot more PPE than it once did

“Staff have truly embraced the online training with 100% completion and compliance.”

Craig Coughlin, Luxxe Outsourced Hotel Services

AHS Hospitality staff kitted out for work hotelmanagement.com.au 47

DEVELOPMENT

Accor will add Fairmont Port Douglas to its luxury line-up in 2023

Accor

Lindsay Leeser – Senior VP President Development & Franchise Pacific

OF LUXURY SIGNATURES ON NEW HOTEL DEALS ARE USUALLY INKED MANY MONTHS AND OFTEN YEARS AHEAD OF OPENING DAY, DEPENDING ON THE CONSTRUCTION AND FIT-OUT REQUIREMENTS. AND WHILE 2020 HAS BEEN A WRITE-OFF FOR MOST, DEVELOPERS ARE EXCITED ABOUT THE YEARS TO COME. 48 HM The Business of Accommodation

We are optimistic about the future of the sector, particularly in the Pacific, as we sit in a strong and beautiful region with great brands. Accor luxury hotels and apartments hold a strong appeal for the domestic / leisure traveller and this will continue. In light of the limitations on international travel and the huge appeal of our region, staycations are becoming increasingly popular. We expect a high demand for luxury, and astute developers and investors will capitalise on this.

Luxury is synonymous with providing guests with a tailored stay, and a luxury hotel is certainly well versed in providing guests with an exclusive, secluded and secure experience. The luxury sector’s strengths are ironically well suited to the travel demands raised by a pandemic, providing the guest with peace of mind.

All Accor properties have enhanced their cleaning protocols to ensure stays are as clean, safe and comfortable as possible. Accor’s ‘AllSafe’ cleanliness program protects guests and staff, while assuring travellers they can feel safe while staying at Accor’s hotels. The program’s

measures were developed with the support of Bureau Veritas, a recognised world leader in testing, inspections and certification services.

Through Accor’s innovative partnership with AXA, all Accor properties also offer free of charge access to expert medical teleconsultations to guests to assist with any medical situations that arise during their stay.

As many people have been experiencing lockdown or restrictions, there is strong desire to seek out experiences and unique getaways.

Luxury hotels will be key beneficiaries of this pent up demand as borders start to open up and people are able to travel and seek out luxury hotels and resorts.

DEVELOPMENT

We are expecting strong growth. In fact, just recently we announced some new key luxury developments including a five-star Sofitel in Adelaide which is set to open next year and a new high-end luxury Fairmont in Port Douglas. There are more exciting developments in the pipeline, which we will be announcing soon.

Hilton

Nils-Arne Schroeder – Vice President, Luxury and Lifestyle, Asia Pacific

Hilton’s Luxury and Lifestyle portfolio – Waldorf Astoria Hotels and Resorts, LXR Hotels and Resorts, Conrad Hotels and Resorts and Canopy by Hilton – currently make up 30 properties across Asia Pacific. We aim to continue to fill gaps in the hospitality industry with the right brands, in the right location, at the right time, and look forward to bringing unforgettable experiences to even more locations in the region. In Australasia, there is strong interest to bring these award-winning brands into markets such as Sydney and Melbourne.

The appetite for our luxury brands in Asia Pacific remains very strong and we are delighted to be strengthening our presence in several key locations, as well as pioneering market entries in new destinations. This year, we have continued to sign hotels in key cities across the region, including our very first Asian LXR property in Kyoto, Japan, and will soon open Waldorf Astoria Xiamen in China.

Our luxury brands have been focused on delivering unparalleled experiences that are authentic, personalised and inspiring. During this unique time, in addition to delivering exceptional hospitality to our discerning guests, Hilton rolled out Hilton CleanStay, an industrydefining standard of cleanliness and disinfection across our 18 brands globally, to provide our guests assurance and peace of mind.

While we can’t predict long-term outcomes from this crisis, as a 100-year-old company with a resilient business model, powerful commercial engine and industry-leading luxury brands, we are confident we will continue to sustain our robust development momentum in Asia Pacific.

IHG

Abhijay Sandilya – VP Development – Australasia, Japan and Pacific

Although luxury travel has been severely impacted by the pandemic, we see a healthy future for the segment. More than ever, people need to treat themselves to unique and indulgent escapes – even if closer to home.

In fact, the situation has potentially opened a target audience we may not have attracted before, including people with budgets for international trips who will now spend on high-end domestic breaks, or those who usually stay in short-term rentals but now want the service and peace of mind that only luxury hotels can offer.

There are few priorities bigger for guests than confidence around cleanliness and safety, and this is where luxury hotels excel, especially with generously sized public areas and rooms where social distancing is easier to manage.

IHG was already at the forefront here, but the pandemic has accelerated our thinking, including areas that are skewed towards luxury hotels. For example, we expanded in-room dining to include five-star experiences, introduced sensor-based technology around swimming pools and spas, and launched IHG Studio with contactless check-ins/ outs, streaming services and digital concierge. This put us at the forefront of the change that makes guests feel safe and valued.

Australia continues to be an attractive safe haven investment destination and we are still seeing interest in luxury properties in the right locations. Now, more than ever, independent hotel owners want

“There are few priorities bigger for guests than confidence around cleanliness and safety.”

Abhijay Sandilya, IHG

Hotels reimagined

The hotels and hospitality industry is going through extraordinary times.

We understand that every hotel is unique, every deal is different and that the business of managing your assets requires long-term vision. Our hospitality industry experts can help you reimagine your hotel spaces, creating safe yet welcoming environments for your guests in the new normal.

Talk to us: jll.com.au/hospitality

hotelmanagement.com.au 49

DEVELOPMENT

Crown Towers Sydney will be the newest addition to the city’s luxury hotel stock

to partner with trusted global operators with the systems, technology, loyalty and cleanliness programs in place. As a fantastic example, in July we announced that one of Fiji’s most iconic properties – Grand Pacific Hotel Suva – would join the IHG family in 2022. Already the most luxurious product in Suva, it will rebrand as InterContinental Grand Pacific Hotel Suva following a refurbishment.

Langham Hospitality Group

Lachlan Harris – Director of Sales, Global Sales Office Australia

Needless to say, 2020 has been a difficult year for the hospitality industry globally.

Travel and tourism have had to adjust and adapt to stay connected with customers and create business opportunities.

At The Langham Hotels and Resorts, we were already operating with the highest hygiene and safety standards in all our luxury hotels pre-pandemic. We continue to adhere to the strictest precautionary measures and increase the frequency of sanitisation to protect our guests and colleagues.

With borders closed and international travel limited, until quarantine restrictions are lifted and people’s confidence to travel is back, all luxury hotels need to get creative and think about how we can engage and have our guests come back to visit us. Although we have made the best of the pandemic with Zoom meetings, catch-ups and webinars, we have all missed the human interaction and engagement. Everyone is looking forward to face-to-face meetings, attending conferences and reunions with friends and celebrations with families. The Langham Sydney has a fantastic selection of staycation packages available for people looking for complete and all-inclusive options, even a pampered pet package, which includes pet sitting, pet in room amenities and even a pet in-room dining menu.

Staycations, wellness programmes and local experiences are activities that people who are locked down at home are looking for before borders are lifted. The Langham Sydney is hosting a weekend of opera (as Sydney Opera House is not open) with two afternoon tea recitals and an evening performance with five course degustation.

In addition to Opera, we have a fantastic dinner series coming in October where we have partnered with beverage suppliers to create a 50 HM The Business of Accommodation

tasting menu partnered with Gin Cocktails, Whiskeys and even Craft Beer. We are also happy to report The Langham Melbourne will re-open its doors on October 26 and is excited to be welcoming back guests.

Looking into the future, local, regional and state leisure travel is likely to represent the majority of the market for the hospitality industry.

We remain optimistic as our hotels in China are seeing domestic and business travel coming back steadily and we look forward to the start of domestic leisure and business travel in the rest of the world soon.

We recently opened The Langham, Nymphenburg Residence, Munich – a spacious 9,000 square foot private residence with unique handcrafted artworks from the world-renowned Porzellan Manufaktur Nymphenburg in every room. Steeped in royal Bavarian history and set in the grounds of the Porzellan Manufaktur Nymphenburg, the new residence offers luxurious comfort, privacy and unparallel exclusivity. It has four bedrooms, seven bathrooms, three living rooms, an airy dining room, a fully-equipped kitchen, fitness centre, conference suite, home cinema and wine cellar. The private sun-dappled terrace in the middle of a beautifully landscaped garden offers enough space to seat 100 guests for an exclusive outdoor event. Guests have ample space, privacy and exclusivity, alongside the full complement of The Langham signature services in a beautiful regal setting. It is perfect for family holidays, smaller corporate meetings and incentives.

The brand continues to grow in early 2021 as we are opening our first property in Southeast Asia, The Langham, Jakarta. Over in Australia, The Langham, Gold Coast – with its own private access to the beach – is scheduled to open at the end of 2021. And in in North America, The Langham, Boston, housed in the Federal Reserve Bank is currently under

“We expect a high demand for luxury, and astute developers and investors will capitalise on this.”

Lindsay Leeser, Accor Pacific

DEVELOPMENT

renovation and it is scheduled to be opened in mid-2021. In China, we’ll open in Changsha, with another one in Hangzhou at the end of this year and more in the next five years.

Marriott International

Richard Crawford – Senior Director of Hotel Development, Australia, NZ, Pacific

As the world’s largest hotelier, Marriott International manages and franchises hotels across all tiers of accommodation. Most notably, we are recognized as the global leader in the luxury accommodation segment, with The Ritz-Carlton, St. Regis, W Hotels, Edition, The Luxury Collection, Bvlgari and JW Marriott brands enjoying dominant market profiles and growing footprints.

Despite the current operational challenges presented by COVID-19, Marriott International has not closed any hotels in Australia and we are experiencing a record period of growth, with 20 newbuild hotels in planning or under construction, and negotiations well progressed on a dozen more.

A feature of our current period of growth has been reinvigoration in the luxury segment in Australia, with the opening of W Brisbane and The Ritz-Carlton Perth, plus the rebranding of the Marriott Surfers Paradise Resort & Spa to JW Marriott later this year. In 2021 we will see the arrival of W Melbourne and The Tasman, to be followed by W Sydney and the RitzCarlton Melbourne in 2022.

Interestingly, during our industry’s most challenging times, Marriott International’s luxury hotels have been amongst our most resilient performers, highlighting how our guest profile is likely to change in a post-crisis operating environment.

Examples include the strong intrastate support that W Brisbane and The Ritz-Carlton Perth are receiving, with locals filling the hotels on weekends as escapes from their weekly routines. Luxury brands have the cachet to attract such interest, but they also offer peace of mind, with guests associating prestigious global brands with the highest standards

“If you need to pivot to attract domestic tourism, do it. When the international borders open, be ready.”

Trudy Crooks, ResortBrokers

of hygiene and guest care – considerations that will be forefront in our customers’ minds for the foreseeable future.

CBRE Hotels

Troy Craig – Regional Director, Valuation & Advisory

COVID-19 has resulted in frustrated demand triggering heightened interest from domestic travellers for local, authentic and indulgent offerings, in the absence of international travel options. This is currently driving the strong weekend performance of high-end luxury operators in regional drive markets around Australia and increasingly in our city/ CBD markets, with a number of assets benefiting from the displacement of Australian outbound travel.

However, CBD luxury hotels are currently struggling as the usual demand sources run dry. Despite this, investors are still pushing to develop boutique luxury projects within key inner-city locations, with proven resilience of offerings in these market segments among a travelhungry millennial market expected to drive future performance as travel gradually picks up.

CBD luxury hotels have been presented with difficult trading conditions, more so than other hotel segments. They typically draw the majority of their business from high-yielding interstate domestic and international leisure and corporate traveller markets – markets which both have been hamstrung by COVID-19 – with a slow rebuild of these markets only expected to take place after movement restrictions are lifted and traveller confidence returns.

An increased risk aversion to spending linked to the uncertainty around future disposable incomes is likely to discourage an element of leisure travellers from booking more expensive luxury accommodation.

Similarly, a tightening of corporate expense policies is also likely to curtail the lucrative business and corporate travel market for luxury hotel operators during COVID-19-related recessionary times. However, we know from previous downturns that such demand does return once the inevitable recovery gathers momentum.

Despite these current trading difficulties, all things considered, investor demand for luxury hotels in our key CBDs has been quite resilient with continued interest from both domestic and Asian capital sources. Whilst in the current environment, some investors are clearly opportunistic, there is also a core element of long-term investors who are currently looking to acquire assets at solid pricing levels.

Written jointly with assistance from CBRE Hotels Managing Director, Michael Simpson.

Hilton’s luxury LXR brand was signed for the Japanese city of Kyoto this year

hotelmanagement.com.au 51

DEVELOPMENT

primus hotel sydney

JLL

Peter Harper – Managing Director, Head of Investment Sales Australasia, Hotels and Hospitality Group

New development activity will be quite subdued over the medium to long term as demand and supply dynamics rebalance and we then see the level of growth required for new developments to again be feasible.

Existing luxury hotels are incredibly tightly held Savills Australia across the Australian hotel market and have been Adrian Archer – National Director, Valuation highly sought for many years now. They’re generally considered ‘trophy’ and Advisory – Hotels assets. Whilst seldom transacted, the most recent sales of such assets Many of our clients having been asking us which – including the Westin Sydney (now Fullerton) and InterContinental segment of hotels will recover the fastest – Sydney Double Bay – indicate the breadth and depth of investor interest Midscale or Luxury? Logic suggests that midscale and how aggressively these hotels have been priced, with both achieving hotels, which trade at lower nightly room rates, will benefit from over AU$1 million per room. With the exception of only a handful lower falls in RevPAR. of assets, almost all are owned by offshore groups. JLL is currently During the GFC, all hotels suffered from significant RevPAR decline, but marketing for sale the Primus Sydney Hotel which is the first major five the luxury segment recovered faster. RevPAR recovery of the Sydney luxury star hotel to be offered for sale in Sydney for many years. segment averaged 6.2% per annum between FY10 and FY16, compared Australia is in the midst of its most active new supply pipeline ever to 5.0% and 3.8% per annum in the Midscale and Upscale segments, and many of these projects are luxury respectively. Luxury hotels proved to be hotels. Over the coming few years we’ll the best long-term investment. see the introduction or expansion of Investors expect a similar some really exciting and much needed pattern post COVID-19, however international brands such as Ritz international travel and luxury hotels Carlton, Shangri-La, W, Crown and are intrinsically linked. Midscale Capella. Only a few of these hotels are hotels operate more efficiently Peter Harper, JLL stand-alone and the developers have during a market downturn, surviving pursued the projects due them being off domestic based business. Once the highest and best use for a hotel in their respective locations. international travel resumes, we forecast a luxury hotel boom. Those We expect luxury hotels to remain very tightly held as the ownership who can afford to battle the storm over the next 12 to 24 months should profile is well capitalised and have the ability to ‘weather the storm’. come out the other side feeling extremely positive.

Most owners also recognise that the opportunity to re-enter this end Whilst luxury CBD hotels may now be suffering greater cash flow of the market is extremely difficult so would look to divest other assets issues compared to regional ‘drive-to’ hotels, local and overseas or take alternative measures if they did need to shore up balance investment demand remains high for tightly held luxury CBD hotels. sheets. The appetite from investors for this asset sub-class will remain Banks remain willing to lend but the reality is that securing debt for unsatisfied despite the expectation that we will likely see a heightened regional hospitality assets is more challenging than CBD hotels. The period of general transaction activity next year and beyond. buyer pool for CBD hotels is larger.

“Australia is in the midst of its most active new supply pipeline ever.”

52 HM The Business of Accommodation

DEVELOPMENT

With many new hotel projects shelved, the downward adjustment of new hotel supply assists the trading recovery. Developers of luxury hotels are going back to the drawing board and redesigning certain components, whether it is scaled back conference facilities, alternative uses for traditional buffets and wellness facilities becoming an increased focus.

ResortBrokers

Trudy Crooks – Managing Director

As has been the case since March 2020, the outlook for luxury brands is set against the backdrop of COVID-19 restrictions, however the basic fundamentals for investors and developers broadly remain the same, which is to identify opportunities in growing regions.

We work extensively with developers and investors in the off-the-plan and hotel space and the bottom line is that as long as they believe that an operator has a proven track record and the numbers stack up financially, they really love being in the luxury market. For developers, especially, working with a luxury brand adds kudos to their project and serves to showcase their own brand and reputation.

Two of our recent high profile off-the-plan sales – Collins House in Melbourne and Signature Broadbeach on the Gold Coast – were five-star products which were hugely popular with investors. Both attracted submissions from more than 20 local and international groups, proving there is great appetite for design-led projects rich in amenity, crafted to a high quality and well positioned in desirable locations.

This hasn’t changed in 2020. Experienced developers and investors are well accustomed to the various cycles that impact the industry and the bottom line is that they are chasing returns and will follow, and work with, the operators that can deliver on that.

It is so important now, more than ever, to be adaptable in the current environment. If you need to pivot to attract domestic tourism, do it.

When the international borders open, be ready. These are the types of things developers and investors are looking for.

The short term is shrouded in uncertainty created by border closures and restrictions. Domestic tourism will obviously be vitally important

in the short term, but over the next five years, we do foresee a lot of movement in all sectors, not just the luxury market.

The border bans will eventually lift and international travel to Australia will return. The Australian dollar is expected to remain relatively weak over the period, which will continue to drive domestic tourism while simultaneously being an attraction to international visitors. It’s all about being adaptable and agile and responding quickly to market demands as they change.

Baker and McKenzie Graeme Dickson – Partner

Predicting the future for luxury hotels is not a task for the faint hearted. The hotel industry, with a totally perishable service offering, has always dealt with uncertainty. COVID-19 has increased this uncertainty exponentially with both the demand and supply sides colliding.

The luxury hotel outlook will be significantly dependent on when an effective vaccine becomes widely available. Without a vaccine, there will be an impact, perhaps severe, on domestic and international business travel demand particularly by senior executives. This will be due to factors including willingness to travel and congregate with others, availability of sophisticated communication technologies like Zoom and the potential unavailability of readily accessible and reasonably priced travel insurance (which could be the real sleeper issue). COVID-19 exemptions to income protection and life insurance could also be an issue.

Enhanced dependence on a largely domestic leisure travel market will significantly impact luxury hotel rack rates, as leisure travel is a personal non-tax deductible cost. On the supply side, we anticipate that traditional bank financiers will retreat from luxury hotel lending. Even if such financiers elect to lend, the quantum of the loan, as a percentage of the value of the hotel, will shrink, perhaps significantly.

There is a rocky road ahead for luxury hotels at least in the short to medium term as everybody adjusts to the new normal. That said, the hotel industry confronts major disruptors frequently and is incredibly resilient. The current crisis will probably be no different. n

Lancemore Crossley Street in Melbourne heralds investor interest in boutique, inner-city luxury

hotelmanagement.com.au 53

PEOPLE Hilton's Heidi Kunkel

People on the Move The latest key HR movements across the hotel industry

Keith Massey has come on board at Sheraton Grand Mirage Resort, Gold Coast, as its new General Manager. He returns to his home town from his former role at Thailand’s JW Marriott Khao Lak Resort. His career to date has included stints in Singapore, China, India, France, Hong Kong and Malaysia over the last 25 years.

The Australian Tourism Data Warehouse, has a new CEO in Jan Hutton, who began her new role this month. Hutton joins the industry think-tank from her previous role as General Manager of Marketing at Destination NSW. Hutton has also held similar roles at Destination Gold Coast and South African Tourism.

New Zealand’s colourful accommodation industry analyst and advocate, Sally Attfield, has accepted a role at Hospitality NZ as its new General Manager – Accommodation. In this role, Attfield will continue to advocate for the sector at various levels of government across the country.

Getting To Know...

Heidi Kunkel

HM CHATS WITH Hilton’s Heidi Kunkel, Vice President of Operations - Australasia, for a journey through an illustrious career to date which has taken her all over the world and back again.

What was your first job in the accommodation industry and how long were you in it?

My first job was at The Regent Hotel in Sydney in 1991 and I worked as a Floor Steward, welcoming guests on arrival at the hotel. It was tough times for the industry in Australia and hotel occupancy was heavily impacted. I decided to follow my dream and relocate my life to Japan to immerse myself in the culture and study the language, so I headed to Japan and loved it so much I lived and worked there for three years.

Can you tell us a funny, embarrassing or memorable story involving you from the early part of your career?

Working at Ayers Rock Resort was an incredible and memorable experience and we were fortunate to meet so many wonderful people. Ernie Dingo visited the resort one day and I was working at Sails in the Desert Hotel as Concierge. My job included coordinating, tagging and organising the huge volumes of luggage which arrived along with the thousands of guests who arrived from all over the world. As I was walking briskly up the path to the entrance of the hotel, Ernie stopped me in my tracks and said “Heidi, you have to stop running! Slow down!” Despite Ernie’s advice, I’ve been running ever since!

What’s the best piece of advice you can give to young people assessing whether hospitality or tourism is right for them as a profession?

Do what you enjoy. Follow your heart. n 54 HM The Business of Accommodation

EOS by SkyCity in Adelaide has named Luca Guiotto as Head Chef at its destination Italian restaurant, iTL. Among Guiotto’s previous experience is a stint at Ovolo Group’s Mister Percy, where he conducted popular pasta-making classes.

Also joining EOS by SkyCity in its culinary team is local chef Kane Pollard, who will take charge of the resort’s Sol Bar and Restaurant. Pollard’s professional history includes time at The Sebel Playford, XO Supper Club and Salted Vue in Cairns.

The newly reopened Byron at Byron in Northern NSW has hired Etienne Karner as Executive Chef at its new restaurant, Forest. Karner takes his career and sustainable cooking style up the coast from his former role at Park Hyatt Sydney. His career to date before landing in Australia has included periods working in seven countries.

CBRE Hotels has lured experienced hotel real estate professional, Vasso Zographou, over to its Pacific Capital Markets team. With more than three decades under his belt, Zographou joins from Savills Australia. He has also worked with Radisson Hotel Group and Horwath Sydney in his distinguished career.

Hospitality and commercial kitchen equipment supplier, Nisbets, has hired Michael Micallef as its new Managing Director for its Australia and New Zealand division. Micallef’s arrival will work to continue the inroads the company has made in the Australasian region following its expansion from the UK in 2010.

HROO NT BAT ENITIES M A ARE ERS SHRETS N G I S E C D E S G N LOBBY LEADI IA BRILL

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