HM October 2023 by The Intermedia Group

THE BUSINESS OF ACCOMMODATION IN ASIA-PACIFIC Vol.27 No.5 Bi-monthly October 2023

Wellington wonder Over 700 expected at AHICE Aotearoa

Island style IHG HOTELS & RESORTS’

IHG is ramping up its resort offering in the Pacific region with a number of luxury offerings.

IN THIS ISSUE: TECHNOLOGY IN FOCUS, ECONOMY AND MIDSCALE, LOBBY DESIGN

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2023

friday 24 november 2023 the star event centre sydney

Join us for the Roaring 20s The HM Awards is firmly recognised as the eminent awards night on the accommodation and hospitality industry calendar. Each year, close to 2,000 nominations are received to determine more than 50 category winners. The 21st edition of the Awards will once again recognise personnel and company excellence across Australia, New Zealand and the South Pacific. Dress to impress in your best 1920s cocktail attire.

tickets on sale now : limited tickets are still available Limited first release early bird tickets extended to 27 October 2023. Save up to $200. $275 per person ex GST and $2,600 ex GST for Tables of 10.

visit hmawards.com.au for more information Ticket enquiries: events@intermedia.com.au

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CONTENTS

36 A FUTURE-READY INVESTMENT Pro-invest Group’s Howard Phung on

OCTOBER

38 DEMANDS IN THE DIGITAL AGE Ted Horner examines the impact of AI

Vol. 27 No.5

building a hospitality business for the future.

2023

and machine learning on hotels.

40 FRESH PERSPECTIVE Salter Brothers Hospitality’s Nick Ellis reveals learnings from transition to tech role.

42 TECH GAMECHANGERS Hotel technology experts explore key innovations in the industry.

48 LIGHTS, CAMERAS, ACTION Advanced technology is revolutionising hotel events.

DOUBLE-EDGED SWORD 52 The benefits and risks of technology in learning.

56 THE PRICE IS RIGHT

How hotels are offering quality accommodation at affordable prices.

62 FIRST IMPRESSIONS Striking entrance and lobby designs that capture guests’ attention.

HM Q&A

30 REFRESHED FOR RECOVERY Minor Hotels Area Manager NZ Jamie O’Donnell talks Oaks revamp.

FUN FOR ALL 32 Rydges Resort Hunter Valley GM Gareth

Long on running ‘Disneyland’.

Discover the innovative technology available for hotels A former hotelier’s take on hospitality tech

REGULARS

10 EDITOR-IN-CHIEF’S LETTER James Wilkinson reveals record

numbers for AHICE Aotearoa.

EDITOR’S LETTER 12 Ruth Hogan reflects on an epic adventure in New Zealand.

14 NEED TO KNOW The essential stories you need to know this month.

COVER STORY 18 IHG Hotels and Resorts expands its luxury resort offering across the Pacific.

On the cover

IHG ramps-up its resort offering in the Pacific

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Xxxxxx xxxxxx The designer view on creating a lobby with impact

Oaks Cypress Lakes Resort

Anantara Kihavah Maldives Villas

Avani Riverside Bangkok Hotel

Big Enough to Deliver, Small Enough to Care INNOVATION WITH PASSION

Global network of 8 brands | 530 properties 75,000+ rooms | Operating in 56 countries

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EDITOR-IN-CHIEF'S LETTER

Wellington all set to host second AHICE Aoteaora

n October 10-11, New Zealand’s cool capital Wellington will play host to the second annual Aotearoa Hotel Industry Conference and Exhibition (AHICE) and in attendance will be a record crowd of over 700. When we launched the inaugural AHICE Aotearoa in Auckland last October in partnership with James Doolan, Lani Hagaman and the team at Hotel Council Aotearoa, we had lofty ambitions of having over 700 in attendance in the coming years and I’m proud we have been able to achieve that within 12 months. New Zealand is going through an exciting phase for tourism and in particular the accommodation sector thanks to new flights on the way from the United States of America courtesy of new United Airlines services to Auckland and Christchurch, alongside the ramping up of other flights from across the globe by Qatar Airways, Air New Zealand, Fiji Airways, Qantas and more. The nation has some fantastic new hotels on the way right across New Zealand from Auckland to Queenstown and that includes InterContinental Auckland, Moxy Auckland, Moxy Queenstown, JO&JOE Auckland, Hyde Queenstown, Radisson Collection Queenstown, two Tribe hotels in Auckland and more to be announced. Projects are happening in New Zealand in a major way and these will be some of the key topics of discussion at AHICE Aotearoa, alongside technology (don’t miss our star-studded breakfast masterclass), human resources, operations, investment and more across Q&As, keynotes, panels and presentations. As our AHICE events brand continues to grow across the globe – coming next, we have AHICE Aloha in Honolulu (Nov), AHICE South East Asia in Singapore (Feb) and AHICE Asia Pacific in Adelaide (May) – so has the demand for in-market discussions and forums like AHICE Aotearoa, which is an in-depth dive into issues facing the industry in New Zealand and in turn the opportunities that come with them. I’m excited we have pulled together such a phenomenal list of local and international speakers for AHICE Aotearoa and I look forward to seeing you there this month. I trust you will enjoy our latest issue of HM and as always, I look forward to your feedback. Yours in hospitality,

James Wilkinson Editor-In-Chief, HM magazine Chair & Convenor, AHICE global conferences

The HM global hot list Hotels around the world capturing our attention this month. ONE: Wild Coast Tented Lodge, Yala, Sri Lanka @ wildcoastlodge

TWO: W Sydney, New South Wales @ wsydneyhotel

THREE: Sofitel Wellington, New Zealand @ sofitelwellington JO&JOE Auckland is among the new hotels set to launch in New Zealand

FOUR: The London West Hollywood, California @ thelondonweho

AHICE Aotearoa is back, drawing a record crowd to Wellington 10

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27-29 FEBRUARY, 2024 PAN PACIFIC ORCHARD, SINGAPORE

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EDITOR'S LETTER

Postcards from New Zealand

Managing Director Simon Grover

Publisher

ew Zealand has been on my travel list for quite some time – long before I came to Australia in 2015, in fact. But as the years went on – between securing jobs and visas, and throw in a global pandemic – it kept being put on the long finger. After getting a of New Zealand at the first AHICE Aotearoa in Auckland last year, I finally had the opportunity to return for two glorious weeks in August exploring the South Island. Every day, I was blown away by New Zealand’s natural beauty – the snowcapped mountains, mirror lakes, lush green fields, unique wildlife – not to mention its warm people, excellent bars and restaurants, vineyards, and, of course, its hotels. From secluded lodges with breathtaking views to upgraded city hotels with top facilities, the variety of high-quality accommodation was truly impressive. And with the ski season in full swing, hotels and tourist hotspots were buzzing. I’m very pleased to be returning to New Zealand once again – this time to Wellington – for the 2023 AHICE Aotearoa, taking place on October 10 and 11. Not only will it be a great opportunity to connect with new and familiar faces in the hotel industry, for me, it will be another new city to discover. In this issue, we take a closer look at New Zealand’s hospitality and tourism sector with JLL’s Nick Thompson reporting a strong resurgence in activity thanks to growing numbers of international travellers. Also in this issue, Minor Hotels Area General Manager for New Zealand, Jamie O’ Donnell, discusses hotel performance across key locations as well as major refurbishment projects. We also have a special focus on hotel technology, which will be another hot topic at AHICE Aotearoa this year. From reservations to check-in, room service to events – there is no area that technology hasn’t touched. I hope you enjoy reading and look forward to hearing any feedback you may have.

James Wells

Editor–In–Chief

James Wilkinson jwilkinson@intermedia.com.au

Editor

Ruth Hogan rhogan@intermedia.com.au

Group Commercial Manager

Tara Ducrou tducrou@intermedia.com.au

Production Manager Jacqui Cooper jacqui@intermedia.com.au

Graphic Designer Sean Barlow

Photography

IHG cover by Aaron March Photography

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Exploring the Tasman Glacier at Aoraki/ Mount Cook

A stop off at the Mirror Lakes on our trip to Milford Sound

MEET THE HM TEAM…

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NEED TO KNOW The essential hotel and travel industry news and trends from across the globe. Read more at HotelManagement.com.au

Moxy makes Australian debut

Stylish hotel brand Moxy brings playful approach to airport hotels.

Moxy Sydney Airport is inspired by Mascot’s industrial heritage 14

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MARRIOTT INTERNATIONAL’S PLAYFUL and exciting Moxy Hotels brand has made its Australian debut with a stylish new-build property opening at Sydney Airport in August. Located a short walk from the domestic terminal, Moxy Sydney Airport is true to the brand’s experiential voice, with an offering that reinvents the traditional hotel stay through >>

NEED TO KNOW

vibrant guest experiences and lively, sociable service, according to General Manager, Michelle Scott. “Mascot, with its rich transit and industrial history, has been the birthplace of various transformative moments in Sydney’s history, so it’s the perfect location to launch Moxy’s first hotel in Australia,” she said. “We are raising the bar in the airport hotel scene, with an urban hotel in an airport precinct where guests will have everything they want and nothing they don’t.” Inspired by Mascot’s industrial and art-deco heritage, the 301-room hotel features exposed ceilings, wrought iron beams, and natural materials in the lobby to give the feel of a converted warehouse. Designed as a multifunctional work and interactive social space, the lobby is centred around the hotel bar where guests check in with a complimentary ‘Get Moxy’ signature cocktail. Within the lobby, guests can also enjoy the hotel’s Living Room, a laid-back communal space where guests can relax surrounded by a curated collection of eclectic and nostalgic

Australia’s first Moxy hotel features 301 guest rooms pieces, including a 1970s photobooth and reclaimed vintage lounge chairs. The industrial-chic bedrooms combine functionality and flexibility with edgy detail. Cleverly designed to maximise space, the

rooms feature modular furniture including Moxy’s signature Stellar Works foldable workspace desks and chairs, as well as smart features like peg walls to allow guests the flexibility to adapt the room to their needs.

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NEED TO KNOW Hotel leaders take to the stage at the inaugural AHICE Aotearoa in Auckland

Over 700 expected at largest ever AHICE Aotearoa AHICE Aotearoa returns in October for a two-day conference at the new Tākina Wellington Convention and Exhibition Centre. GLOBAL HOTELIERS, INVESTORS, tourism leaders and travel media figures are among a stellar line up of speakers at this year’s Aotearoa Hotel Industry Conference and Exhibition (AHICE). Hosted by HM Magazine in partnership with Hotel Council Aotearoa (HCA), the second AHICE Aotearoa takes place at the new Tākina Wellington Convention and Exhibition Centre on October 10-11, 2023. Senior leaders from major hotel groups including Accor, EVT, IHG Hotels and Resorts, The Ascott Limited, Minor Hotels, SwissBelhotel International and more will take to this stage at this year’s event, and several of the industry’s rising stars will talk about their expectations in the industry. Hotel operators will share their outlook for the year ahead, while the Investors Outlook will tackle the big challenges and opportunities in the market.

greatest hotels with dedicated site tours, and leading suppliers will showcase their products and services in the on-site exhibition space.

CELEBRATING LEADERSHIP

Networking opportunities abound with a Gala Networking Event at Tākina Wellington presented by IHG Hotels and Resorts on Tuesday 10 October, where the winners of the inaugural Aotearoa Hotel Industry Leadership Awards will be announced. The Awards recognise excellence in

leadership across three categories: Hotel Industry Act of Service Award, Hotel Industry Outstanding Team, and Hotel Industry Senior Executive of the Year. “Outstanding leaders will be celebrated for their hard work and dedication to hospitality,” said AHICE Convenor and Chair, James Wilkinson. The conference will close with a gala networking event presented by Accor at Tākina Wellington on Wednesday evening. ahice.co.nz

Thought-provoking panel sessions

will cover topics from hotel development to tourism, sustainability and human resources, and a Breakfast Masterclass will showcase some of the hottest hotel technology in New Zealand. Delegates will have the opportunity to explore some of Wellington’s latest and 16

HM The Business of Accommodation

Delegates have ample opportunity to network with industry colleagues at AHICE Aotearoa

PARTNERSHIP With Mews, Spicers Retreats maximises revenue while saving vast amounts of time

A NEW ERA OF HOSPITALITY Salter Brothers Hospitality Director of Innovation and Technology, Nick Ellis, reveals how technology is helping the business save money, optimise operations and increase efficiency.

guest info on the fly and easily handle crossproperty transactions. This not only saves countless hours but also cuts down on costly mistakes. Our housekeepers manage their duties more efficiently too – they just update task statuses through phones. And, roughly speaking, our finance team saves an extra two days every month.

unique collection of nine retreats, hotels and lodges across Australia, the Spicers Retreats brand combines the individuality and privacy of a bed and breakfast with the style, quality and standards of the world’s finest hotels. The collection was recently acquired by Salter Brothers, Australia’s largest private hotel owner with 5084 rooms across 36 hotels. Mews spoke to Nick Ellis, Director of Innovation & Technology at Salter Brothers Hospitality, about the role of technology in the future of hospitality.

What does ‘the new era of hospitality’ mean to you?

For us, the new era means no front desks at our properties. Everything’s prepared in advance, letting guests dive right into their getaway. Thanks to Mews and smart automation, our team isn’t glued to screens anymore. Instead,

Was switching to Mews a worthy investment?

we’re crafting a seamless experience. It’s all about keeping it simple for the guests.

Why do you think Mews is a game-changing PMS?

Mews stands out because it’s adaptable and forward-thinking. Just look at their Open API. It’s built to handle both current and future tech innovations. By adopting what Mews brings to the table, we addressed operational challenges, improved processes and boosted our revenue.

Are you seeing any time savings?

Definitely. With Mews, our teams update

Absolutely. One feature alone, backed by automation, brings in AU$60k monthly, boasting an ROI of 592:1. So, it’s a resounding ‘yes’. With Mews, we’ve built a powerful tech suite. It’s now paving the way for us to replicate this success elsewhere. Our eyes are set on growth, integrating the best of Mews into our broader platform.

What advice would you give to hoteliers inspired by your success?

Stop wasting time by hesitating. While tech is reshaping the world, hotels are still playing catch-up. With Mews, we’re not just saving money; we’re optimising operations, addressing labour challenges, and massively increasing our efficiency. It’s time to embrace the change and reap the rewards. n hotelmanagement.com.au

PARTNERSHIP

ISLAND STYLE IHG is expanding its presence in the Pacific region with a number of luxury resorts on the horizon and a commitment to driving positive change in the industry.

HG Hotels & Resorts’ focus on growth in the Pacific is bearing fruit. The global hotel powerhouse is now the leading operator of hotels across the Pacific Islands with world-class properties in Fiji, Vanuatu, French Polynesia and Micronesia, as well as the soonto-open InterContinental Lifou Wadra Bay Resort in New Caledonia. But it’s not stopping there. IHG is significantly expanding its footprint in the region with upcoming openings across its diversity of brands, proving that it’s a serious player in the resort space. Let’s take a look at what’s in store.

FIJI

Already one of the leading operators in Fiji, IHG’s foothold will expand from four to five hotels with the opening of the stunning Crowne Plaza Fiji Nadi Bay Resort & Spa. The addition of Crowne Plaza will complement IHG’s existing hotels on the island which include InterContinental Fiji Golf Resort & Spa, Holiday Inn Suva, the exceptional Six Senses Fiji and the iconic Grand Pacific Hotel, which will rebrand to InterContinental following an upcoming refurbishment. “We’re thrilled to be delivering a true lifestyle hotel offering to Fiji and rounding 18

HM The Business of Accommodation

our geographical presence on the island. Fiji is undoubtedly one of world’s most coveted destinations and IHG is proud to be contributing to the impressive success of its tourism industry,” said Matt Tripolone, IHG’s Managing Director – Australasia & Pacific. Brent Hill, CEO of Tourism Fiji, is equally optimistic about the opportunity, saying: “Tourism in Fiji continues to grow strongly, making a significant contribution to Fiji’s economy. The team at IHG with their suite of current hotels and those under construction are a significant part of our success and are a wonderful partner. Their commitment to sustainability, diversity and our brand is admirable, and they lead the way in so many ways. We look forward to a continued successful collaboration.”

MICRONESIA

IHG made a spectacular entrance into

Micronesia over the past few years with the launch of two stunning Crowne Plaza properties in Guam and Saipan. Its commitment to growth shines as it welcomes Hotel Indigo to Palau in late 2024, bringing the story of one of the world’s most renowned diving destinations to life.

Nestled on Malakal Island, the hotel boasts around 200 guest rooms, exquisite dining, and exceptional amenities, promising an unforgettable experience.

NEW CALEDONIA

It’s going to be a bumper end to 2023 for IHG with the opening of the much-anticipated InterContinental Lifou Wadra Bay Resort – IHG’s first foray into New Caledonia. The new-build resort will be a 50-room luxury hotel located on the scenic Lifou, the largest island of the Loyalty Islands. Designed by both local architect, Atelier 13, and renowned interior designer, Chada, the resort will feature luxurious rooms, lagoon-front suites, all-day dining, a fine dining restaurant and bar, along with a gym, spa and an outdoor pool. Looking ahead, two existing resorts will be converted and completely refurbished and rebranded as Holiday Inn Resort Ouvea and Holiday Inn Resort Lifou, with the former located on the scenic Mouli Beach and the latter situated in the centre of Lifou’s major township of Wé, offering guests access to the Bay of Chateaubriand. Growth in the Pacific region and beyond continues to be a focus for IHG. Over the

PARTNERSHIP

InterContinental Lifou Wadra Bay Resort will be IHG’s first foray into New Caledonia past decade, the global operator has grown its presence from three brands to nine and, with 24 hotels in the Australasia and Pacific pipeline, the sky is the limit.

A DIVERSE, INCLUSIVE AND COLOURFUL APPROACH

IHG’s commitment to growth is deeply intertwined with its ethos of ‘hospitality for good’. High on the agenda is Diversity, Equality, and Inclusion (DE&I), a driving force behind innovative initiatives aimed at driving change.

EVOLUTION OF LINK

Building on its renowned culture of firsts, last year the IHG Australasia team launched LINK – a think tank that brings together a group of leaders from various levels and disciplines within IHG to provide insights, fresh perspectives, and a forward-thinking approach to challenges being faced. We wrote about LINK last year and wanted to check in one-year later to see what impact the think tank has had on IHG. “LINK has become a meaningful sounding board for the business, and we’re currently recruiting for the second cohort, once again ensuring that the group reflects the diversity

“We’re thrilled to be delivering a true lifestyle hotel offering to Fiji.” Matt Tripolone, IHG Hotels & Resorts

and inclusivity of our workforce while incorporating a broad skillset,” said Thomas Zinn, Chair of IHG’s LINK program. The first cohort of LINK provided a strong “two-way voice to a considered, connected business” and helped to ensure that IHG colleagues feel valued, heard, and engaged – and helps IHG stay true to its DE&I objectives. In fact, LINK’s success has prompted IHG to extend its reach to Japan in 2024, ensuring a strong connection within the company during this period of unprecedented growth.

SETTING TARGETS

IHG acknowledges the gender diversity challenge within the hotel industry and is committed to breaking barriers. With the

support of their DE&I Council, they have made strides in improving gender diversity, but their journey is far from over. IHG’s bold decision to implement hotel gender goals demonstrates its commitment to fostering change and achieving gender parity within their leadership teams.

ACCESSIBILITY FOR ALL

IHG has an ambition to become known as a market leader in disability accommodation to the 1.3 million Australians with a disability who take one trip per year. To help achieve this ambition, IHG is reviewing accessibility across the business, particularly around commercial and operational elements. From the usability of IHG’s website to ensuring dining areas have proper access points. IHG is also investing in its people through training to ensure that teams are comfortable and confident when dealing

with colleagues or guests with disabilities. On the operational side, IHG is creating a Best Practice Guide and cost evaluation for providing great accessibility in hotels for Design, Build and Operation, as well as SOPs designed specifically for guests and colleagues with disabilities. n hotelmanagement.com.au

NEED TO KNOW

Up and running By Michael Johnson, CEO, Accommodation Australia

Hotel Indigo Melbourne on Flinders is the global brand’s first hotel in Victoria

Hotel Indigo makes Melbourne debut Pro-invest and IHG unveil Flinders Street hotel following AU$20 million makeover.

MANY PEOPLE BELIEVE they can predict the long-term success of a new political leader by what they do in their first 100 days in office. A newly amalgamated Association is obviously a little different, but if our first 100 days are anything to judge, Accommodation Australia is going to create real and lasting change. We have been straight to work on old problems – like the skills and labour shortage – and newer ones – like the proposed bed tax in Victoria. And we have had early wins, most notably the announcement that China has reinstated Australia with Approved Destination Status. We jumped straight into hosting our first state-based Awards for Excellence under the new banner, the first in NSW on July 20 followed by Victoria on August 17. We then attended the Labor Business Forum attached to the ALP National Conference in Brisbane. AHA CEO Stephen Ferguson and I met with Minister for Home Affairs, Clare O’Neil, Minister for Skills and Training, Brendon O’Connor, Minister for Trade and Tourism, Don Farrell, Minister for Employment and Workplace Relations, Tony Burke, Minister for Immigration Andrew Giles and Minister for Housing and Small Business, Julie Collins. I also had the opportunity to brief the Prime Minister on the amalgamation of our associations – news he said was both welcomed and long overdue. These meetings were an important opportunity to introduce our organisation and what is important to us and our members, including migration, skills, workplace relations, and improved access to key tourism markets such as China.

HM The Business of Accommodation

PRO-INVEST GROUP AND IHG Hotels and Resorts opened Hotel Indigo Melbourne on

Flinders in August, marking the brand’s first hotel in Victoria. The unveiling of the hotel on Flinders Lane debuts the global Hotel Indigo brand in Melbourne thanks to Pro-invest Group’s acquisition of the property, formerly operating as a Holiday Inn, and their sweeping AU$20 million refurbishment. “Our multi-million-dollar investment has successfully transformed this exceptional property to introduce Hotel Indigo’s vibrant spirit to Melbourne,” said Pro-invest Group CEO Asia Pacific, Jan Smits. “With the dynamic Flinders Lane setting, creative interiors and our welcoming team led by General Manager, Joseph Simmons, we believe Hotel Indigo Melbourne on Flinders will captivate and inspire curious guests looking to enjoy the city in new ways.” The 216-room hotel is the latest in a strong partnership between Pro-invest and IHG

The 216-room property’s exciting reinvention has been inspired by the history

and colourful legends of its Flinders Lane neighbourhood, primarily internationally acclaimed fashion photographer Helmut Newton whose original studio was nearby. Guests won’t need to wander far to discover the city’s renowned dining, with the opening of new streetside Spanish taperia, bar and restaurant BESO housed within Hotel Indigo Melbourne on Flinders. “We are so pleased to see our franchise partnership with Pro-invest Group go from strength to strength with the opening of Hotel Indigo Melbourne on Flinders,” said IHG Hotels and Resorts Managing Director – Australasia and Pacific, Matt Tripolone. “It continues the growth we’ve had together across the IHG portfolio and the huge momentum behind the Hotel Indigo brand in Australasia and around the world.”

NEED TO KNOW

Aiden SCQ is expected to open in mid-2026

Australia’s second Aiden hotel to open in Perth BWH will open a 120-room Aiden hotel as part of the new Sydney Charles Quarter. BWH HOTELS IS taking its boutique lifestyle brand Aiden to Western Australia with the signing of a new 120-room hotel in West Perth. Located on the old site of City Motors, Aiden SCQ will be the anchor tenant to the

new-build, connected urban precinct, Sydney Charles Quarter (SCQ), built by development and investment partner, APPL Group. The upper mid-scale hotel will feature 80 hotel rooms, 40 apartments with balcony access, a rooftop bar and restaurant,

conference and event spaces, as well as an outdoor event lawn and pool with a poolside lounge area. The hotel design will pay homage to the site’s rich automotive and cultural history with the inclusion of artwork and recycled building components. It’s the second Aiden hotel to open in Australia, following the launch of Aiden Darling Harbour in 2022, and the signing comes at a time of rapid international growth for the brand. “Aiden’s extraordinary global success story continues with remarkable growth and high demand in the Australasian Region,” said BWH Hotels Australasia Director of Development, Danilo Curcuruto. “We’re excited to introduce this trendsetting lifestyle brand to the new, exciting precinct of Perth’s Sydney Charles Quarter, confident it will thrive and contribute to its remarkable journey.” Construction of the urban village will commence in mid-2024 with completion estimated for mid-2026.

hotelmanagement.com.au

NEED TO KNOW

Salter Brothers Hospitality plans to grow the number of properties under the Spicers Retreats brand

Time for change By James Doolan, Strategic Director, Hotel Council Aotearoa NEW ZEALAND’S GENERAL election will be on us very shortly – 14 October – and politicians have been campaigning for a number of weeks now. The Labour party, coming towards the end of its sixth year in power, issued a campaign promise to make high value tourism a “top five” economic focus area. That’s encouraging, but the vision doesn’t hold up to closer scrutiny. Included in the policy detail is an undertaking to review the International Visitor Levy (IVL) “to ensure the settings are right and fit for purpose”. I’ve spent enough time around politicians in the last few years to translate this for you – Labour intends to raise the IVL. In the middle of Covid, the then-Minister of Tourism actively worked on ramping up the IVL from NZ$35 to NZ$200 per passenger. Despite key tourism stakeholders quickly communicating near-unanimous opposition to the idea, here we go again. Labour also said it would require Tourism New Zealand to “focus on key markets, targeting higher-value tourists”, something I’m confident it does already. However, as government, Labour announced in early September that it was permanently cutting NZ$15 million from Tourism New Zealand’s annual base funding, despite significant inflation and cost increases. So, which is it? Support for tourism as a priority area or arbitrary funding cuts? Any political party with aspirations to transform tourism in New Zealand would be well-served to collaborate with the industry’s largest employers and assetowners. We genuinely want what’s best for the long-term future of our wonderful industry. We have a great deal of value to add if the next government of New Zealand wants to listen.

HM The Business of Accommodation

Salter Brothers launches third-party management platform Salter Brothers Hospitality will serve as a specialised boutique lifestyle luxury accommodation manager. IT’S ALREADY BEEN a huge 2023 for Salter Brothers with the acquisition of the Spicers Retreats, Milton Park and Escarpment Group portfolios and now the company is launching into the third-party management space with Salter Brothers Hospitality. Salter Brothers Managing Director, Paul Salter, said the launch was about “addressing a gap in the market for a specialised and dedicated boutique lifestyle luxury manager with regional and CBD capabilities and expertise”. He said whilst Salter Brothers had an established team that focused on core hotel management functions, separate to its evergrowing investment management division following the acquisition of Spicers Retreats, Milton Park and Escarpment Group, it was decided to amalgamate a number of functions into a single platform. Salter Brothers Hospitality currently operates 17 retreat hotels and estates; more than 20 restaurant and bars; eight Spa Anise spas and other wellness facilities; and Spicers Scenic Rim Trail, one of the largest ecotourism ventures in Queensland with 38 rooms over five camp sites. Combined, Salter said, these operating assets generate more than AU$110 million annually, employing more than 500 staff, and in addition, Salter Brothers Hospitality directly employs over 40 staff operating from offices in Brisbane (head office), Sydney, Melbourne and Vietnam. “Over the years we have had many enquiries for us to manage assets on behalf of owners, but our main focus has always been in the management of our own assets,” he said. “Now with the number of assets we are operating in our hotel and retreat portfolio, it warrants us establishing the hospitality platform as a stand-alone division and we

will be announcing a number of senior appointments in the coming weeks.” Salter said it is expected that this platform will see hotels, restaurants and bars, and spa and wellness facilities under management double in the next 24 months. Salter listed growth in white label and thirdparty management as another key reason for launching Salter Brothers Hospitality. “In Europe and the USA, third-party management is the predominant operational model over hotel management agreements, which exist in this part of the world – we expect this model to change over time and there to be a growing demand for this type of service in the Asia Pacific region.” The move is also expected to grow Salter Brothers’ owned brands in the portfolio across the region. “Salter Brothers Hospitality is seeking to grow the number of properties operated under the Ardour Hotels and Estates, Spicers Retreats and Lodges and Spa Anise brands as well as the number of high-quality, celebrated restaurant and bars,” he said.

Salter Brothers Hospitality currently operates 17 retreat hotels and estates

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NEED TO KNOW

NH Hotel Group was acquired by Minor Hotels in 2018

Minor to bring NH Hotels to Australia NH Hotels and NH Collection will launch in Sydney in the coming years. MINOR HOTELS IS taking its Europeanborn premium lifestyle brand NH Hotels and boutique NH Collection to Australia for the first time with the launch of two hotels over the next three years. The first NH hotel in Australia will be a AU$55 million new-build airport hotel located at 102-106 Robey Street, Mascot in Sydney, set for completion in 2026. Meanwhile, boutique upper upscale brand NH Collection will debut in 2025 at Wentworth Street in Sydney. NH Hotel Group was acquired by Minor Hotels in 2018 and integrated into Minor Hotels’ corporate portfolio. Speaking exclusively to HM, Minor Hotels CEO Dillip Rajakarier said the group had always intended to grow the brand’s presence beyond Europe to international markets. “When we acquired NH – at that time, it was a Spanish-listed company in Europe – it was our intention to take it beyond the European and South American markets,” he explained. “We have taken it to Thailand – we have an NH there and another set to open – we’ve taken it to the Middle East – we opened one in Dubai this year, right on The Palm, that’s doing really well – and now we are bringing NH Down Under.” 24

HM The Business of Accommodation

A 90-key upscale property, NH Hotel Sydney Airport aims to deliver “value for money, the best location to connect with the city, and service with a human touch”. Designed by Bates Smart, the hotel will also feature a lobby restaurant and bar with all day dining options and contemporary communal spaces. “NH Hotel Sydney Airport will cater for both domestic and international travellers, while NH Collection will attract MICE and leisure as well as business travellers,” Rajakarier explained.

INTERNATIONAL APPEAL

NH Hotels’ existing portfolio includes over 330 hotels in 30 countries around the globe. With growing numbers of international travellers entering Australia, Rajakarier is confident NH and NH Collection will hold strong appeal, to Europeans in particular. “Everyone knows NH as a brand in Europe,” he said. “We’ve seen in Thailand; the Europeans love to stay with a brand they recognise. The ADR at our NH property in Thailand has doubled from when it was a local brand. “NH Collection in Dubai was profitable the third month we opened and it’s running at 9095% occupancy.

Minor Hotels CEO Dillip Rajakarier “2022 was our best year ever since we acquired NH. This year is also trending quite well, even though we saw some softness in the leisure group segment in July, but I think it’s picking up.”

Experience the Difference 19 Brands | 100 Countries | 4300+ Hotels For development opportunities please contact join@bwh.com

PARTNERSHIP

SUSTAINABLE HOSPITALITY

Four of Accor’s Queensland hotels have been Sustainable Tourism Certified by Ecotourism Australia

Accor is strengthening its commitment to sustainable hospitality through Ecotourism Australia’s Sustainable Tourism Certification program.

ustralia and New Zealand’s largest hotel operator, Accor, is delighted to announce that four of its hotels in Queensland have been Sustainable Tourism Certified by Ecotourism Australia, a leading organisation in sustainable tourism certification. Over the coming months, Accor will be enrolling a further 150 hotels in the Pacific into the Sustainable Tourism Certification program. The certified hotels include Sofitel Brisbane Central, ibis Styles Brisbane Elizabeth Street, Novotel Brisbane South Bank, and Pullman & Mercure Brisbane King George Square. These properties have demonstrated a commitment to sustainable practices and environmental stewardship, making them leaders in eco-friendly hospitality in the region. Ecotourism Australia’s certification is a rigorous process that evaluates a hotel’s environmental performance, community engagement, and contribution to conservation. Ecotourism Australia assesses businesses across the four pillars of sustainability: sustainable management, environmental impacts, cultural impacts, and socioeconomic impacts for which each business is independently audited. Accor is proud to have achieved this certification for its Queensland 26

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Ecotourism Australia certification evaluates environmental performance, community engagement, and contribution to conservation hotels, which reflects the company’s ongoing commitment to sustainability and responsible tourism. By implementing initiatives such as energy and water conservation, waste management, and community engagement, these hotels are setting an example for the industry and contributing to a more sustainable future. “We are thrilled to have our hotels certified by Ecotourism Australia,” said Sarah Derry, CEO of Accor Pacific. “Sustainability is redefining our business model and we are proud to lead the industry forward by investing in our sustainability actions and activities in the region. “This achievement is a testament to our dedication to sustainable practices and our commitment to environmental stewardship. We believe

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Pullman & Mercure Brisbane King George Square has achieved a Sustainable Tourism certification that responsible tourism is crucial for the long-term wellbeing of our planet, and we are proud to lead the way in eco-friendly hospitality.” “In addition to the Ecotourism Australia certification, Accor continues to work towards its sustainability goals. Global initiatives include ambitious targets for reducing energy consumption, water usage, and waste generation across all Accor hotels, apartments and resorts.” Ecotourism Australia’s Sustainable Tourism Certification program was introduced in 2022 and the standard is recognised by the Global Sustainable Tourism Council (GSTC). Sustainable Tourism Certification is designed for all tourism operators and businesses in the tourism supply chain to meet and gain recognition for best practice sustainability initiatives. Earlier this year, Accor entered into a strategic partnership with Ecotourism Australia to certify all Accor hotels, apartments and resorts across Australia and the Pacific as ECO certified or Sustainable Tourism certified businesses.

“Sustainability is redefining our business model.” Sarah Derry, CEO, Accor Pacific Ecotourism Australia CEO, Elissa Keenan, said, “We are delighted that Accor Pacific is leading the industry across Australia and New Zealand with this commitment to achieving international best practice sustainability using Ecotourism Australia’s 30 years’ experience in sustainable tourism. “This is a key partnership for our organisations and we look forward to working with Accor properties across their hotel, apartment and resort brands on sustainable and responsible tourism practices.” n

Sofitel Brisbane Central was among those certified by Ecotourism Australia

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Proudly Australian Made

Tailor made to keep your guests returning night, after night. Your guests will Sleep Supported on a Sealy Posturepedic.

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PARTNERSHIP

W Sydney’s guest rooms draw inspiration from the hotel’s Darling Harbour waterfront

LEADERS IN LUXURY As the highly-anticipated W Sydney opens its doors to the public, General Manager Craig Seaward discusses the hotel’s important partnership with premium Australian mattress brand Sealy.

ong-standing hospitality partners Sealy and Marriott international have come together on another important project crafting W Sydney’s luxury sleep experience. “W Sydney, was a great opportunity to partner with the group once again, and see this project come to life and offer this region something truly special,” said Sealy’s Commercial Manager, Daniel Amos. Here, W Sydney General Manager Craig Seaward shares an insight into the project.

What is unique about the bed and sleep experience at the new hotel?

The bed and sleep experience at the new W Sydney hotel is truly unique and inspired by the hotel’s design concept. Our guest rooms draw inspiration from the hotel’s Darling Harbour waterfront location, featuring aquatic geometry with marine-soaked hues of blues and whites. The design direction, guided by Bowler James Brindley, aims to make guests feel they are housed in an amazing building from the moment they enter their guestroom. The arrival experience is sweeping, with channelling vistas, layered privacy, architectural sculpture, and dynamic insertion, celebrating every part of the room to be both dynamic and functional with a touch of drama.

How important is a quality sleep to your guests?

At W Sydney, our commitment to providing the utmost comfort and

Craig Seaward, W Sydney

luxury extends to every aspect of our guests’ experiences, and sleep quality is paramount. Our guests expect and trust us to deliver an exceptional experience, and if our guests can’t rest or feel relaxed in our rooms, then it all comes undone. Quality sleep allows guests to unwind, ensuring they wake up feeling refreshed and ready to enjoy their stay.

W Hotels is synonymous with world-class luxury and excellence. How important is partnering with a like-minded brand to deliver world-class premium sleep solutions for your hotel?

Marriott International partners with like-minded brands that deliver world-class premium sleep solutions. Our guests expect nothing but the best when they choose to stay at our hotel. Sealy understands the

importance of quality and consistency and through that partnership, we know that every guest enjoys the same high standard of sleep comfort, regardless of the room they choose.

Why is it important for the W to support an Australian owned and operated company that manufactures and produces in Australia?

W Hotels is a global brand with a local heart. Each of our hotels celebrates the physical, historical, and social elements of its local

surroundings, and W Sydney is no different. From the inspiration in our design to our commitment to the ‘Larrikin Spirit’ that underpins everything we do; we always seek ways to bring local and Australian stories into our hotel. That’s why partnering with an Australian premium brand like Sealy was so important to us. It allows us to support local businesses while maintaining our high standards of luxury and comfort. n hotelmanagement.com.au

HM Q&A The new premier penthouse at Oaks Queenstown Shores Resort

Refreshed for recovery MINOR HOTELS IS INVESTING IN ITS NEW ZEALAND PORTFOLIO WITH MAJOR RENOVATIONS TAKING PLACE AT KEY OAKS PROPERTIES, AS AREA MANAGER NEW ZEALAND, JAMIE O’DONNELL, TELLS RUTH HOGAN.

amie, tell us a bit about the hotels under your remit and how they differ?

With a presence in Auckland, Wellington and Queenstown, Minor Hotels has solid coverage in key destinations across New Zealand. Oaks Wellington Hotel is one of our full-service hotels and I was fortunate to manage the building during the construction and launch phase in September 2019. The property also features the widely popular Oak and Vine restaurant which was recognised by TripAdvisor in the top 10 Everyday Eats in New Zealand. Our Queenstown portfolio also offers spectacular Serviced Apartment accommodation and is centrally located just outside of Queenstown itself, with unobstructed views of The Remarkables and Lake Wakatipu. Oaks Queenstown Club Resort is currently undergoing a full remediation plan and we are working alongside our stakeholders to focus on a superb outcome and relaunch of the property in 2025. 30

HM The Business of Accommodation

Oaks Queenstown Shores Resort is in the final stage of remediation, with many of our new Premier rooms currently available to book. Our guests have been thoroughly enjoying the new room product throughout 2023. Under the Avani brand, we have upscale Serviced Apartment accommodation in Auckland, Avani Auckland Metropolis Residences, located in the iconic Metropolis building.

How will the renovation of Oaks Queenstown Shores Resort enhance the offering?

The property is being fully remediated, and we are looking forward to the launch of Stage 2 of the project just in time for the Christmas trade to Queenstown. This will mean both front blocks will be in operation with unobstructed views, with all construction works occurring behind them. These rooms will be the newest in town with enviable features such as smart room automation, and some with spas on the balcony overlooking the view of The Remarkables, creating the perfect social media shot. The final phase, which is being undertaken, now will deliver not only a significant number of refurbished rooms, but premium common areas and facilities including a restaurant and bar delivering the best of the region’s produce, a day spa, fitness centre and conference space. This will align with the significant opportunities we see globally in the health and wellness space.

HM Q&A

Oaks has two centrally-located Queenstown properties with views of The Remarkables and Lake Wakatipu

How have Minor Hotels performed across New Zealand this year?

2023 has been a very positive year for us across the country by all metrics and I am extremely proud of our teams and what we have delivered. This performance has been very welcomed given the extensive cost increases that have been incurred across all facets of the business that are out of our direct control. Our election in mid-October will cause some slowing of performance for our CBD locations, as is to be expected, however events and our key partnerships will continue to deliver solid performance. The most rewarding part within our performance is the growth within our customer experience metrics and something we remain very focused on maintaining at a high standard.

Tell us about the recovery of domestic and international travel?

The rate of recovery in each region has been varied and ever since lockdown ceased last year, we saw the explosion of domestic travel across our network from June 2022. Currently the domestic traveller has embraced the ability to travel overseas and enjoy the winter climate in Australia or Asia, with many of our global Minor Hotels properties reporting kiwis enjoying our services overseas. The opening of Takina Convention and Exhibition Centre in Wellington is a game changer for the city, and one which we intend to fully support for the continued success of Wellington as an event destination.

“The most rewarding part within our performance is the growth within our customer experience metrics.” Jamie O’Donnell, Minor Hotels

high occupancy from a range of domestic and international guests. Many other events such as concerts, tournaments, film production and conferences are critical in continuing to support our tourism infrastructure and delivering solid economic benefit to New Zealand. Iconic events ahead for Wellington include World of Wearable Arts in Wellington which is one not to miss.

What other important projects are you working on currently across the network?

Opportunities for further portfolio growth and development across the country remains a key focus. We are engaging with our hotel school Asian Institute of Hospitality Management (AIHM), founded by Minor Hotels, and formulating a management trainee programme for the country. n Oaks Queenstown Shores Resort is in the final stage of remediation

Have large events like the FIFA Women’s World Cup had a positive impact?

Yes, the event was sensational for New Zealand’s hospitality and tourism industries, with Oaks observing hotelmanagement.com.au

GM Q&A

Fun FOR ALL

Rydges Resort Hunter Valley spans over 600 acres of regional New South Wales

WITH OVER 470 TEAM MEMBERS, 417 ROOMS, THE LARGEST EVENTS FACILITIES IN THE REGION, NOT TO MENTION THREE TRAINS, A BREWERY, AN 18-HOLE GOLF COURSE AND AN EQUESTRIAN CENTRE UNDER HIS CARE, NO TWO DAYS ARE EVER THE SAME FOR RYDGES RESORT HUNTER VALLEY GENERAL MANAGER GARETH LONG, WHO SAT DOWN WITH RUTH HOGAN.

areth, you’re just a few months into this new chapter for the hotel under the Rydges brand. Tell us a bit about that transition.

I’ve been at the property almost two years. I had been with IHG for 20 years. So, when we found out that the operator was changing, it was big news. I’ve got a very good relationship with the owner, Dr. Jerry Schwartz, and thankfully, I think EVT saw that we had a really good team here who were doing a great job of running a big complex resort, so they were happy to have us, and we were happy to stay.

You’re running a major operation here. With such a large team, people management must be a huge part of your job?

Yes. We’ve got over 470 staff at the resort – we’re the largest employer from a hospitality perspective in the Hunter. We’ve got a great core group of people who have been here for a really long time – some since it opened 16 or 17 years ago – and they just love the place. And a lot of their friends and family end up working here as well. 32

HM The Business of Accommodation

Gareth Long, Rydges Resort Hunter Valley That country hospitality marries up really nicely with Rydges and its ‘Refreshingly Local’ ethos – knowing the space, not pretentious, just down to earth. It is like running a small city. We’ve got a championship golf course, we’ve got the Sydney Brewery, we’ve got restaurants, bars, and all the awesome things that Jerry invests in. He recently built an equestrian centre on the property and he’s building tennis courts at the moment – which we hope will attract some highquality tennis players. It’s big. It’s complex. Big teams. Big events. But it’s good, it keeps us busy.

The resort has some really impressive facilities for kids – it must be hugely popular with families? Absolutely. My daughter thinks I run Disneyland! So much of what Jerry does and invests in, is inspired by his children – they spend a lot of time up here. We just had a roller coaster turn up recently. We’ve got

GM Q&A

Red Salt restaurant can cater to up to 1000 people for breakfast a brand-new fully electric train – our third train on site. It’s unbelievable. We can now take up to 60 passengers for resort tours and I think wedding guests will use it. There’s a brand-new waterslide coming for the splash park that was put in a couple of years ago. I think Jerry said he’s got a pirate ship coming too.

Running alongside all of that is an expansive conferences and events offering.

Yes. Meetings and events is 45 to 50% of our business. We’re the largest conference and events centre in regional New South Wales – we can do stand-up events for 1600 people and sit down for 700-800. It’s a really big part of our business and thankfully, for our industry, people still want to meet face to face. So, we really can do both. We can be that magical place for families and kids, but then we’ve also got the ability to switch and be a really professional conference venue as well.

With such a large property and high volume of guests and delegates, how do you ensure that it can run in a sustainable and cost-effective way.

We’ve got a cogeneration plant here, which is pretty awesome. It’s like a power generator fuelled by gas and the heat generated by that is used to heat the main pool. Solar is massive – we’ve got a huge solar farm at the back of the resort, and they’re building another one at the moment. Water capture is another important one particularly when you have a golf course like we do here. There are dams all through the place – we utilise a private irrigation supply of water. So, I think for the size of the property, we are super proactive.

“My daughter thinks I run Disneyland.” Gareth Long, Rydges Resort Hunter Valley

We’re rolling out a casting solution to ensure guests can cast all their content to TVs. And we’ve almost completed a AU$400,000 Wi-Fi upgrade – we’ll have about 400 wireless access points around the resort where the connectivity is pretty seamless.

Tell us about the new and upcoming projects that you’re working on at the resort?

We’ve been doing soft refurbishments throughout the resort. We’re in the final stages of purchasing brand new beds – which is a big job when you have 417 rooms and over 700 beds. We’ve had brand new furniture going into all the villas. We’ve started some exciting conversations with EVT around food and beverage concepts. We want to make sure that we’re leaning in on their expertise in that area. We’re focusing on our transition from day to night at our restaurant Red Salt. We can do over 1000 people there for breakfast – it’s massive. So, it’s looking at how we then transition that to a really awesome, intimate dinner experience. I think those transitions in a resort are so important – we want it to be seamless. n The resort’s splash park is popular with families

How are you using technology to enhance the guest experience?

We’re about to relaunch a hotel app, and we’re close to having mobile key technology, which is really exciting. hotelmanagement.com.au

TECHNOLOGY

A future-ready investment

Contactless technologies are streamlining guest experience

PRO-INVEST GROUP IS EMBRACING TECHNOLOGY AS PART OF ITS FUTURE-READY ACTION PLAN, PRO-INVEST GROUP DIRECTOR OF DIGITAL, DATA AND TECHNOLOGY, HOWARD PHUNG, EXPLAINS.

s the technology landscape undergoes seismic shifts, Pro-invest Group is already ahead of the curve, rigorously piloting a number of initiatives that put us at the forefront of operational excellence and customer-centricity. Our investment strategy is no mere wish list; it’s a future-ready action plan that we’re actively implementing. Here’s a closer look at what’s on our tech radar.

AUTOMATION MEETS INTELLIGENCE

Robotic Process Automation (RPA) isn’t just a buzzword for us. It’s a well-oiled cog in our operational machinery, a strategic bet with enormous ROI potential. Alongside RPA, AI-driven data warehousing is another prime focus. By harnessing advanced data analytics, we’re not just storing data but turning it into actionable insights for real-time decision making.

SMART IS THE NEW GREEN

Our smart guest room energy systems are not merely pilot projects but are blueprints for the future of sustainable yet welcoming hospitality. We’re walking the tightrope between guest comfort and operational efficiency without compromising on either.

THE TOUCHLESS REVOLUTION

Digital transformation is no longer optional, and Pro-invest Group is leading the way. We’re pilot-testing several contactless technologies aimed at streamlining the guest experience from the bedroom to the bill. 36

HM The Business of Accommodation

Advanced data analytics can provide actionable insights for real-time decision making

THE AI VANGUARD

Generative AI is the hidden gem of our tech stack, a transformative force that we’re piloting several integrations into backend automation and customer service platforms. Think of it as the Swiss Army knife of AI, capable of tackling complex tasks and offering highly personalised customer interactions.

THE CLOUD COMMAND CENTRE

The Central Cloud Property Management System serves as our digital nerve centre, providing us with the scalability, real-time analytics, and operational coherence needed in today’s fragmented hospitality landscape. Our investment strategy, thus, is a judicious mix of operational excellence, innovative technology, and sustainable growth. It serves as a roadmap for not just what we plan to invest in, but also what we are actively turning into reality. n

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TECHNOLOGY Technology is revolutionising every industry, including hospitality

DEMANDS IN THE DIGITAL AGE ADVANCES IN ARTIFICIAL INTELLIGENCE AND MACHINE LEARNING ARE SET TO HAVE A MAJOR IMPACT ON HOTEL OPERATIONS, AS E HORNER AND ASSOCIATES’ MANAGING DIRECTOR, TED HORNER, EXPLAINS.

ith the recent developments in artificial intelligence (AI) and machine learning, technology is at the forefront of every industry, including hospitality. Hotels face unique challenges when integrating new forms of technology, but the benefits in efficiency, guest experience, and revenue growth that accompany those challenges are well worth the effort. So, what are some of the benefits? Firstly, technology can enhance guest experience. With online booking platforms and mobile apps, guests can conveniently make reservations and access hotel services, such as room service or spa bookings, right at their fingertips. Personalisation and customisation features allow hotels to cater to individual preferences, creating a memorable and tailored experience for each guest. Streamlined operations and cost reduction are also major advantages of implementing innovative technology as integration with other hotel systems, such as keyless entry and in-room technology, enhances the overall guest experience by providing seamless and convenient access to various hotel services. While this contactless process does maximise convenience and reduce wait times, keep in mind that there are still issues with the technology that hotel managers continue to face as they work to incorporate it. Artificial intelligence and machine learning are poised to play a significant role in optimising operations and personalizing guest interactions. However, hotels will need to address ethical concerns about AI technology particularly in respecting guest confidentiality and reassuring customers that their privacy remains a priority. Hoteliers must strike a balance between enhancing security, driving efficiency, 38

HM The Business of Accommodation

Technology is transforming the guest experience and reducing pressures on staff and protecting the privacy of their guests as they find new ways to incorporate AI. Personalisation, customisation, and curated experiences will remain at the forefront of hotel operations. Hotels will leverage technology to offer personalised experiences from the moment guests make a reservation through to their entire stay. From tailored pricing to

“Personalisation, customisation, and curated experiences will remain at the forefront of hotel operations.” Ted Horner, E Horner and Associates

customised amenities, technology will enable hotels to create unique and memorable experiences for their guests. While challenges exist, hotels that successfully implement and integrate technology into their operations can gain a competitive edge in the evolving landscape of hospitality. Embracing the power of technology is essential for hotels to thrive and meet the ever-changing demands of guests in the digital age. n

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com

TECHNOLOGY Nick Ellis is charged with leading innovation and technology

F resh PERSPECTIVE

ALMOST FOUR YEARS AGO, NICK ELLIS PACKED IN HIS CAREER AS A HOTELIER FOR THE WORLD OF HOSPITALITY TECH. TODAY, AS SALTER BROTHERS HOSPITALITY DIRECTOR OF INNOVATION AND TECHNOLOGY, HE SHARES HIS LEARNINGS ABOUT RUNNING A HOTEL TECH SCALE UP.

f you’re unfamiliar with my career journey – you’ll definitely know of the hotels where I earnt my pedigree. Think InterContinental a, Sofitel Wentworth, Peppers Noosa, Tribe Perth or Ovolo Inchcolm – an unusual mix, but easily some of Australia’s leading luxury, lifestyle and resort hotels. But, after about 20 years working from the ground up, I experienced what I now call my early onset midlife crisis. I threw away the GM gig at TripAdvisor’s #1 hotel in Brisbane and took a chance on joining a hospitality technology company during its scale up. I was amazed at ways of working that seemed so different to what I’d always known and spent my entire career sea change longing to jump back into hotels to deploy what I had now learnt in tech, knowing it would change my operations forever. Here’s (a really condensed version of) what I experienced.

KNOWLEDGE MANAGEMENT

Tech companies are in the business of selling code. And your code is only as good as your knowledge. So naturally, the way tech companies store and transfer knowledge gains attention. Every bit of code is meticulously documented, reviewed, tested and documented again. They have great systems in place to store, notarise and control the revision of knowledge. Clearly this is transferable into the training and SOP space in hotels, so a documentation tool was my first step. We use Gitbook – it’s intended for code but because it’s so clear, easy to use, has intuitive layout and inbuilt version and approval control, it’s a natural knowledge repository that’s always up to date. Bonus points if you then use it as the 40

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base for a ChatGPT enabled chat bot that can serve your specific SOPs, forms and advice to your team from your intranet 24/7.

ADMINISTRATION AUTOMATION

Today’s labour cost and skills shortage alone gives you reason to automate your administration, but us hoteliers also know the value of consistency as well. This is where Zapier comes in. If you’re a forwardthinking hotelier with a cloud-based platform with an open API, it’s relatively simple to create your own ‘when this happens, do that’ - style of automated workflows. For example, ‘when your VIP checks in, send an SMS to the GM to meet and greet’, ‘when a rebate of more than $500 is done in the PMS, send the details live to the FOM’ or ‘when a guest books a pooch package, send an e-waiver (and when it’s signed, upload it onto the PMS guest profile, along with the dog’s name and breed)’. You’re only limited by your creativity. The more you can automate, the more consistency you create, and the more time your people can spend doing the people things (like creating memorable experiences for your guests).

TASK MANAGEMENT TOOLS

Is your team still working out of their inboxes? Just google ‘How will Trello change my life?’ and read about how you’ve been wasting years chasing all your to-dos. My tip: for a few dollars a month you can add full automation like ‘an incoming email creates a ‘to do’ card automatically’. And then, drag the card to the ‘Done’ list and automatically send a ‘Your task has been completed’ email. You can also apply to auto-apply labels, creating valuable reports that show where your team productivity is going.

TECHNOLOGY

and even worse for collaboration. Seventy-seven of the Forbes 100 companies use Slack and not email. Used well, it even does a better job on your team culture than handing out a few length of service awards at the monthly meeting.

“Today’s labour cost and skills shortage alone gives you reason to automate your administration.” Instant-messaging platforms like Slack are helping teams to communicate and collaborate easily

COMMUNICATION AND CULTURE

Use Slack for communication, collaboration and culture across remote

teams. Per the previous point, if you still have an inbox, then you probably still have email. That’s because our industry is so far behind the tech curve that we haven’t yet realised that email (for internal communications) has already been phased out in most large businesses because it’s simply an inefficient mechanism for communication

Nick Ellis, Salter Brothers Hospitality Of course, the underlying dependency is to have the key drivers in your business who can see the innovation tech brings and the efficiencies it can create. That’s why I’m so excited about the formation of Salter Brothers Hospitality. We’ve got a unique opportunity to reinvent the classic hotel management company from the ground up, achieving better outcomes in a smarter, faster and more efficient way. And because it’s backed by one of Australia’s largest hotel owners, Salter Brothers, we know it’s going to be a game changer for everyone as the eyes of the industry are upon us. n

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hotelmanagement.com.au 41 au.globa lsolutions@assaabloy.com

Tec h

TECHNOLOGY

HM CONSULTED LEADING HOTEL TECHNOLOGY EXPERTS TO FIND OUT ABOUT THE LATEST AND GREATEST INNOVATIONS THAT ARE CHANGING THE GAME FOR HOTELS.

GAMECHANGERS

Aloft Sinapore features an 85” inch video wall showcasing electronic art and a light display on the ceiling 42

HM The Business of Accommodation

TECHNOLOGY Samsung has released three new LED models in 2023

Light up with LED

he hospitality industry is embracing Samsung’s Pro Display technology to enhance the guest experience right across the hotel. Premium hotels across the globe such as the Atlantis The Royal Resort in Dubai have installed world-class Samsung displays to elevate their offering and provide unforgettable experiences from jaw-dropping first impressions in the lobby to immersive experiences in the spa, lounge, dining and entertainment zones. “Integral to these elevated moments is Samsung’s LED display, particularly the release of three new models in 2023 that can assist hospitality leaders create awe-inspiring interactions for guests, with

vivid and customisable displays, now in thinner panels, finer pixel pitch and easier to install formats* – removing some of the earlier barriers around LED,” a spokesperson for Samsung told HM. “Samsung’s latest LED Display innovations include the new IWB ‘The Wall’ LED Display, now in ultra-fine 0.6 and 0.9 pixel pitch Micro LED, delivering a premium, immersive experience with larger cabinets for simpler installation. The IAB (All in One) The Wall LED Display has simplified the installation process with all the preassembled components you need included, designed for quick and simple installation.”

Aiello Voice Assistant (AVA) AVA can serve as a versatile replacement for your phone, clock, Bluetooth speaker, compendium, and TV remote, signiﬁcantly streamlining tasks and maximising time savings for your staff.

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Interel Energy Management System INTEREL manages Guest Room environment, HVAC, Lights, Curtains, Blinds, Appliances through occupancy saving up to 43%.

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TECHNOLOGY Busy kitchens are embracing technology to create, share and standardise recipes and menus

Menu makers A MARKET LEADER in hospitality-centric, procure-to-pay technology for over 20 years, FutureLog’s recent tech gamechanger is its Recipe Management solution. Available on its web and native mobile applications, the company says it has revolutionised how hotel and restaurant teams collaboratively create, share and standardise their recipes and menus. “Maintaining both guest satisfaction and operational efficiency has always been a balancing act, but with the right technology, one need not be sacrificed at the expense of the other,” said Futurelog Area Vice President Strategic Accounts Asia Pacific Benjamin Krieg. “Precise instruction guides help ensure consistency and quality control

Super streamers ONE OF THE most significant forces reshaping entertainment today is the influence of streaming. The effects of this, as well as the possibilities it presents, are already being felt in the hospitality industry globally, according to Heinrich Saayman, Director of Silant – the company resulting from the merger of HoneyBadger Technologies and Simplifi. “This explosion of streaming services and the ensuing demand from guests has been one of the driving factors in installing agnostic streaming and casting solutions in hotels,” said Saayman.

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across all F&B outlets, making it easy to tailor menus while catering to guest preferences and dietary requirements. Connecting seamlessly with POS platforms, its automated stock decrementation is a popular timesaver for busy kitchen teams, with simple recipe scaling to quickly adapt to changes in demand and ensure full menu availability for customers. “Its innovative menu engineering capabilities help users to identify the most popular and profitable dishes, maximising revenue while helping to reduce kitchen waste. Additionally, ingredient usage insights, real-time reporting, “best price” indications and robust cost calculations support teams in making data-driven decisions about pricing, ordering, menu composition and marketing strategies.”

Streaming services are still proving popular with guests “The demand has not slowed, and streaming is now as hot a commodity as it was five years ago. “Silant has been managing multiple concurrent international and local installations over the past few months as hoteliers see the benefits of providing an agnostic solution that offers the best ROI in the market.” Properties such as Longtitude 131 in Australia, the Grand Pacific Hotel in Fiji and Hermitage Lodge at Mount Cook, New Zealand have all invested in upgrading or installing state-ofthe-art networking, guest room entertainment and/or streaming technology with the business.

TECHNOLOGY Little National Hotel Sydney gives guests a choice between traditional and digital self check-in

Seamless service THE DESIRE FOR contactless solutions is accelerating. And patience for standing at check-in queues and waiting while a front desk agent manually types in credit card information is wearing thin. Hospitality cloud platform Mews has levelled up the self-serve kiosk experience to provide a solution that it says is “easy, user-friendly, fast, secure and customisable for each brand or property”. “With an off-the-shelf tablet, payment terminal and key cutter, hotel guests can be welcomed by a branded welcome screen or video, find

their reservation quickly, check in, pay, cut their room keys and be on their way in under five minutes,” a spokesperson for Mews said. “The newly launched experience also boosts incremental revenue by including upsells and cross-sells during check-in as well as also confirming (and adding) early-check-in fees. “Animated instructions eliminate any confusion, and a dynamic registration card lets customers configure form fields to capture the information they need via a kiosk.”

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TECHNOLOGY

Time for change WEATHERDON IS TAKING the humble clock radio into the digital age with the introduction of Nero Qi2 Clock Radio. “With a wireless charging pad compatible with both Android and iPhone mobiles, you can power up your device while you rest, eliminating cable clutter,” a spokesperson for Weatherdon told HM. “The built-in Bluetooth connectivity ensures a smooth connection to your favourite device, allowing you to enjoy your music wirelessly through the mini subwoofer and two super high-tone speakers, delivering a crisp and immersive audio experience. “It features an FM Radio for your listening pleasure, a large LCD display with clear digits for easy time reading and convenient features like daylight savings mode and a one-time alarm setup. We have you covered with two USB-C ports in the front, an additional USB charging port in the rear and an auxiliary input to connect external devices.” The clock radio is equipped with a battery backup that preserves time and alarm settings for 12-18 hours in case of a power outage.

Guests can charge their device and play their own music through this modern clock radio

Foxtel has revamped its Business IQ platform with the addition of a more user-friendly interface

Epic entertainment IN-ROOM ENTERTAINMENT SYSTEM provider Foxtel has invested AU$2 million in its Business IQ platform to take its hospitality

make it a much more seamless experience,” he said. Through the Business IQ system, guests have access to an on-demand

interface to deliver a polished look and make over 160 updates for a more seamless experience. Foxtel Business National Manager – Accommodation, Scott Wiedemann, said guests will have access to a “more dynamic and more visually appealing display”. “It’s a much more significant facelift as well as lots of back-end system upgrades, that guests in the hotel may not even notice but, that will

hotel services, whether it’s the Happy Hour downstairs, in-room dining or to advertise your loyalty program,” Wiedemann said. “Hotels have told us that their in-room dining revenue has significantly increased since introducing the digital compendium, because it’s front of mind.” The system will automatically update for all existing subscribers in March 2024.

experience to the next level. Through this significant upgrade, Foxtel will transform its user

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entertainment library as well as a myriad of hotel services. “The digital compendium is fully customisable to promote all your

TECHNOLOGY

Contactless entry WHILE NOT AVAILABLE in Australia yet, the Assa Abloy Global Solutions product innovation which has had the most interest so far in 2023 is the addition of hotel room keys to the Apple Wallet. The solution is currently being used by Hyatt hotels in USA and has just launched in Europe with Strawberry Hotels. “The solution allows hotel rooms keys to be stored in the iPhone wallet or Apple Watch and allows access instantly without having to wake or unlock the device,” said Assa Abloy Global Solutions Australia Managing Director, Michael Benikos. “It even allows guests to unlock doors if the phone needs a charge, with the room key designed to work for up to five hours with power reserve.” Room keys in Apple Wallet take full advantage of the privacy and security features built into iPhone and Apple Watch. They are stored on the device, which means that Apple doesn’t see the places your staff or guests access. And if a guest misplaces their iPhone or Apple Watch, they can use the Find My app to lock and help locate their device and suspend their key or remotely erase the device and its keys.

Apple’s contactless technology is now being used to access hotel rooms

Request a demo today to see how 1000+ hotels are saving time and money using Hub OS. Contact: sales@hubos.com.au

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EVENTS Demand for flexible and adaptable event spaces is growing

LIGHTS, CAMERAS, ADVANCEMENTS IN TECHNOLOGY ARE REVOLUTIONISING THE HOTEL EVENTS GAME AND STANDARDS ARE HIGHER THAN EVER.

ac tio n

In-person events are going from strength to strength

vents are back and bigger than ever as brands and businesses vie to capture the attention of consumers and industry professionals with larger-than-life displays, eye-catching design and captivating content. For hotel events directors, whether your event space is big or small, there are some fundamental technology elements that are an essential starting point to ensure you can book that next important job. Event services company Microhire has over 25 years of experience in the corporate events game and has partnered with luxury hotels including The Ritz-Carlton and Le Meridien in Melbourne. According to Microhire General Manager – Infrastructure and Projects, Nick Reilly, there are five key elements that event managers need to get right to create seamless and engaging experiences: high-quality audio-visual systems, robust connectivity, interactive technologies, lighting and staging. “Clear sound and visuals are essential for any event, whether it’s a conference, wedding, or corporate gathering,” Reilly told HM. “Reliable Wi-Fi and internet connections are vital for presentations, live streaming, and attendee engagement. Tools like touchscreens and interactive kiosks allow guests to engage with content, enhancing their experience. “Customisable lighting and staging options can transform a space to suit the theme and mood of the event.”

ADVANCEMENTS IN TECHNOLOGY

While people are returning to in-person events in greater numbers based on a desire to socialise and reconnect, hybrid events remain. And advancements in virtual and augmented reality and artificial intelligence (AI) are raising the standard of this format. “Hybrid allows flexibility for remote presenters and participation from delegates who could otherwise not attend,” Reilly said. 48

HM The Business of Accommodation

“High-quality streaming ensures that remote attendees have a seamless experience, while tools that integrate both in-person and virtual elements provide a cohesive experience. “Furthermore, technologies that enable virtual attendees to interact with in-person attendees bridge the gap between the two, fostering engagement and collaboration.” Personalisation is a growing trend in the events space and AI can now be used to tailor content to individual attendees for greater engagement and satisfaction, according to Reilly. “We’re noticing a trend towards more personalised and immersive experiences in hotel event spaces,” he said. “Data-driven insights are being used to tailor events to individual preferences, enhancing satisfaction and return on investment.” Other key trends include the use of eco-friendly technologies and demand for flexible and adaptable spaces to meet the diverse needs of event planners and attendees. n

PARTNERSHIP

Microhire is recognised for creating memorable and impactful in-person events

STRONGER THAN EVER Reinvigorated from a recent trip to Tokyo for the LIVeNT expo, event specialist Microhire is brimming with ideas and shopping lists of new technology.

he events and conference industry is back with a vengeance, and providing the best and newest in technology and innovation is what Microhire prides itself on. “Continuous improvement is critical which is why we invest heavily into R&D including these international industry conventions,” said Microhire CEO Jamie Hughes. The pandemic could have destroyed Microhire, whose bread and butter is creating memorable and impactful in-person events, instead it imparted lessons and forged relationships in fire, putting Microhire, the largest Australian-owned audio visual and events staging services supplier, in an even better position than it was in before 2020. Microhire’s venue partners, which include several Marriott International properties across the east coast of Australia and Fiji, Melbourne’s CENTREPIECE and Doltone House locations in Sydney, stuck with the company throughout. “I don’t like that term, ‘we’re all in this together’ because it became almost meaningless during the pandemic, but we knew what our venue partners were going through and they knew first-hand the challenges faced by our industry and we wanted to support each other,” Jamie said.

“Our relationships are stronger on the back of the pandemic, and I would say our internal relationships are stronger too. We did not conduct mass redundancies or a negative restructure. We worked hard and with the wonderful support of the Job Keeper program kept as many employees connected with the business as possible. We were able to retain IP and talent, ensuring we were ready as we emerged from the pandemic.” Talent retention remains a top Microhire priority. The company is not alone in facing hiring shortages and has established the Microhire Academy to ensure staff have opportunities to progress and improve. Microhire maintains permanent installations at its venue partner locations and is responsible for recommending and purchasing the latest in event equipment to ensure those venues are at the front of the pack in the competitive events market. For example, Microhire was an industry leader installing an LED wall into a ballroom, at the W Hotel in Brisbane. The 5m x 2.5m ultra high-definition array can be configured to display across curves and around corners, creating an arresting and immersive visual display. Other recent events included working with the team at Melbourne Park’s CENTREPIECE

Jamie Hughes, CEO, Microhire

venue for their events during the Australian Open, providing technical management for the Avalon Air Show’s onsite conference and exhibitor centre and corporate chalet, and managing the creative and technical elements of Melbourne University’s graduation and commencement events, which catered to more than 20,000 guests. In May, Microhire welcomed two new Melbourne hotel partners into its portfolio, the iconic Le Meridien and new sky-high luxury player Ritz-Carlton. n hotelmanagement.com.au

WELLNESS Manly Pacific MGallery is among the Accor hotels to boost its Peloton fitness offering

Peloton’s catalogue of classes includes cardio, strength training and meditation

PEDAL FOR po ints

LOYALTY MEETS WELLNESS IN A NEW PARTNERSHIP BETWEEN ACCOR AND FITNESS TECH GIANT PELOTON.

oyalty has long been a top priority for Accor, so it should come as no surprise that it is at the forefront of the group’s latest partnership with fitness giant Peloton. In a first-of-its-kind program in Australia, Accor hotels will bring loyalty benefits to guests with the opportunity to earn 100 ALL – Accor Live Limitless – points for Peloton workouts completed during their stay, for a limited time. To redeem points, guests need to show their workout in the Peloton app at the hotel front desk or in the gym, scan the QR code provided and register for the offer before check-out. The points can be redeemed across accommodation, entertainment and sporting experiences through ALL. “At Accor, we’re always looking at how we can integrate health and wellbeing in meaningful ways throughout the customer

our hotels. Every point earned can be redeemed with Accor or one of our partners and make a real difference to our guests’ wellbeing.” In YouGov researched, commissioned by Peloton and Accor, two thirds of Gen Z (66%) admit they would be motivated to maintain their health and fitness goals while staying at a hotel if by doing so they could earn loyalty points and incentives towards their next holiday experience. The move comes as Accor and Peloton expand their partnership to include the roll out of Peloton Bikes at more than 50 of Accor’s most popular hotels, resorts and apartments across Australia. Two in three Australians (66%) surveyed said that maintaining their health and exercise

regime when on holidays was important to them, and business travellers in particular were keen to keep up their fitness regime. The majority (68%) of those surveyed said they would prefer to exercise using hotel facilities when they are in a new destination, with many stating that the opportunity to try new fitness experiences would enhance their stay. “Whether Aussies are travelling for work or leisure, our research tells us that they’re making health and wellness a priority,” said Peloton Australia Country Manager, Amanda Gilmore. “We’re thrilled to introduce Peloton to more Australian travellers and also provide the vibrant community of Australian Peloton Members access to Peloton while they’re staying at Accor hotels across the country.” n

journey, to deliver an authentic and holistic

wellness offering,” said Accor Pacific CEO Sarah Derry. “We want to provide guests with an added incentive to keep up their fitness while they stay with us, which is why we’re delighted to introduce the first ever ALL Reward points promotion for Peloton workouts completed in 50

HM The Business of Accommodation

Accor guests can now earn rewards points for workouts completed during their stay

www.weatherdon.com.au sales@weatherdon.com.au

EDUCATION

swo rd

DOUBLE-EDGED

Virtual reality is now being used as a learning tool for hospitality students

LEADERS IN HOSPITALITY EDUCATION DISCUSS THE BENEFITS AND RISKS OF TECHNOLOGY IN THE LEARNING PROCESS. ANITA MANFREDA Senior Lecturer, BMIHMS, Torrens University Australia

The hospitality industry is at a critical juncture, teetering between age-old traditions and a brave new digital world. Guests today are clamouring for authentic, meaningful, and bespoke experiences, and it’s shaking the educational foundations of the field. Virtual reality and AI have strutted onto the stage as the future’s darling training tools. But let’s hit pause. Are we risking the soul of hospitality in a rush to tech-up? Virtual reality, no longer the stuff of sci-fi, gifts students simulated experiences of hotel work, sharpening emotional intelligence when realworld practice is out of reach. Meanwhile, AI serves up instant insights into customer data with the precision of a sommelier recommending a vintage wine, thereby enhancing students’ ability to think creatively when hyper-personalising guest experiences. Yet, tech enthusiasm comes at a price. Leaning too far into these snazzy platforms risks sidelining the essential human attributes – warmth, empathy, storytelling, creativity – that no algorithm can emulate. Let’s not forget, technology can mimic a hotel room, but it can’t replicate the pulse of real-life guest interactions or the nuanced storytelling that turns a stay into an unforgettable journey. As we plug these next-gen tools into hospitality curricula, the industry’s foundational virtues – hospitability, warmth, empathy, and care – must remain our North Star. These virtues should be tech enhanced, not tech replaced. By doing so, we’re grooming professionals to navigate a landscape that’s as human as it is digital, 52

HM The Business of Accommodation

ensuring that hospitality remains an art form, even in an era ruled by algorithms.

KELLIE LUMSDEN Head of ICHM

In the space where education meets technology, discussions once revolved around trends, products, robotics, and the evolution of the digital landscape. However, with the rise of Generative Artificial Intelligence (GenAI), classrooms are becoming hubs of productivity, efficiency, and enriched learning experiences. ICHM has taken a utopian view on the use of education-enhancing technology for the benefit of its future hoteliers. Our commitment to delivering industry-ready graduates drives us to empower students with the capabilities to utilise GenAI. Students can save hours on research, managing deadlines, and awaiting feedback with the assistance of GenAI. This time is then dedicated to developing critical thinking skills, reflection, and analysis, enabling them to explore innovative strategies to implement in the real-world business landscape, yielding superior outcomes. This equips students to take ownership of their learning, both inside and outside the classroom. GenAI plays a pivotal role in our approach to facilitating personalised learning support and round-the-clock assistance. Our students find enjoyment in using gaming for learning and enhancing teamwork utilising collaborative apps and virtual knowledge-sharing tools. Interactive simulations prepare students for the workforce and allow for industry connections and skills to be developed before stepping foot in an authentic workplace. At ICHM, our number one commitment is to ensure the employability outcomes of our students. These educational tech solutions enable us to allocate more time to focus on the transferrable skills needed to ensure that our graduates are well-prepared for the workforce and for successful careers upon graduation. n

93%

Graduate employment rate (national average of 71.5%)

2022 QILT Graduate Outcome Survey

2500+ Alumni who are now leaders in multiple industries

30+ Years of proven track record for hospitality in business degrees

SUPPLIER PROFILE

Marco Zancolò, Franke Coffee Systems

Smooth service FRANKE COFFEE SYSTEMS PRESIDENT AND CEO MARCO ZANCOLÒ SPOKE TO HM ABOUT THE IMPACT OF AUTOMATED COFFEE MACHINES AT THE RECENT OPENING OF THE COMPANY’S SYDNEY SHOWROOM.

ell us about the origins of the Franke business?

Franke has been in existence for 112 years, but it didn’t start with coffee machines – it started with kitchen sinks, and this is still our biggest business. Not many people know but Switzerland is one of the market leaders when it comes to automated coffee machines. Swiss engineers have a propensity to develop engineering and equipment. In the 80s, fully 54

HM The Business of Accommodation

automated coffee machines were invented in Switzerland. Four out of the six top players in the automated coffee machines market are based in Switzerland, the other two are based in Germany. They all have a similar heritage, combining engineering with the Italians’ love of good coffee.

Are you seeing a lot of demand from hotels for automated coffee systems?

Our current product line, A line, is very successful in convenience stores and quick serve restaurants, but also in hotels, because it’s a machine that is very well suited for a selfservice environment. It’s very intuitive – with the touchscreen, you just press one button, and you get your drink. Our new range, Mitico, is not designed for self-service. It should be used in a served environment. There is a clear lack of skilled staff as a result of the pandemic because many moved away from hospitality and did not come back. This product requires maybe 10 minutes of training and once the machine is set up

correctly, staff can easily meet the demands of customers at the touch of a button.

How does this machine compare with a traditional barista experience?

Most hospitality managers or venue owners are happy to have a machine helping them to deliver a consistent customer experience. And customers are looking for a coffee that tastes the same every day, even if there is another operator using the machine. What is also important for many people is the interaction with the person behind the counter. And if the staff is so absorbed in preparing the order, they will not be able to give that attention.

What are your hopes for the Australian market?

We are excited about the Australian market. There is a very strong coffee heritage that has developed over time. With the addition of Mytico, we believe we can better cater to the hospitality segment. n

CONCIERGE CORNER Mark Nicholas, Crown Towers Perth

People and properties By Peter McBrearty, Les Clefs d’Or

Crown jewel Crown Towers Perth Concierge, Mark Nicholas, reflects on his hotel career with Crown – including 13 years at one hotel. Describe the career path you have travelled to your current position at the Crown Towers Perth?

and father who gifted the experiences of worldwide travel and unlimited support.

I started my hotel career in 2003 as a porter at the Burswood Resort and Casino Perth. The hotel was rebranded to InterContinental Perth Burswood in late 2004 and shortly after I was promoted to Concierge Supervisor. It was around that time that I met my first Les Clefs d’Or Concierge, Simon Matthews – he was my inspiration to join the society. In 2008, I became Concierge Supervisor at the hotel, then known as Crown Metropol Perth. And in late 2016, after 13 years in one hotel, I transferred to the brandnew AU$750 million Crown Towers Perth. It was an honour to be the only Western Australian Concierge on the team at opening.

How are the numbers tracking for inbound tourists arriving to Perth?

Have you had a particular role model throughout your career.

Local contacts after 20 years in the hotel industry have and will always remain invaluable. As part of Les Clefs d’Or, we assist with all aspects of tourism, it is the reason we exist in hotels. Local knowledge is the best asset one can have in this profession.

The actor Michael J Fox has always been an inspiration with his 1993 portrayal of The Concierge. It showed how fast paced and entertaining the job could be. Also, my mother

Numbers from the Asia-Pacific region have risen in the last six months. There has been an above average number of North Americans heading to Western Australia to witness the whale watching, stunning beaches and winery regions. Crown Towers Perth is the busiest hotel in Perth with all the conference activity, casino and the many new theatre shows.

How critical is your relationship with fellow Les Clefs d’Or members and local tourism industry contacts in assisting your guests?

WHILE WE ARE always sorry to see any of our members relinquish their role as a professional Concierge, we are also very proud to see them progress on to other roles. Accordingly, it was with mixed emotions that we received the news that Siddhartha Kaul of Eos by SkyCity in Adelaide had accepted the role of Hotel Manager at his property. Sid’s commitment to his property, guests and regional tourism industry is unquestionable, and as our South Australian State Director he has also provided a strong focus on strengthening relationships with tourism industry providers and related government departments. We have no doubt that new Chief Concierge Daniel Tan will have an incredibly supportive mentor in Sid should he decide to pursue his own set of the golden keys. Meanwhile, in Melbourne, long-term member Ali Sungkar has relocated from the Hotel Windsor to join Greg Hillard’s team at the Ritz-Carlton, while Anthony Szostak of the Marriott Melbourne has added the role of educator to his CV and is now providing his students at the William Angliss Institute with the benefit of his years of experience, as he works to mould the next generation of Australian hoteliers. Although a number of properties have reported they have been experiencing some issues filling Concierge positions, we are hoping to see a number of promising new members coming through from the next rounds of interviews for Les Clefs d’Or membership, currently scheduled for early November this year, and then again in the first quarter of 2024.

hotelmanagement.com.au

DEVELOPMENT IHG opened the 180-key Holiday Inn and Suites Geelong in September

The price is right AMID THE INCREASED COST OF LIVING, CONSUMERS ARE SEEKING OUT QUALITY ACCOMMODATION OFFERINGS AT AFFORDABLE PRICES. HOTEL DEVELOPMENT EXPERTS SHARE SOME OF THEIR KEY FINDINGS ACROSS THE BUDGET, ECONOMY AND MIDSCALE SEGMENTS. ACCOR PACIFIC Lindsay Leeser, Chief Development Officer

As midscale and economy brands continue to prove a popular choice for travellers to city and regional destinations, interest from owners in Accor’s iconic Novotel, Mercure and ibis brands remains strong. These hotels offer travellers a blend of affordability and quality, meeting the demands of both leisure and business travellers. The key to their success lies in their ability to deliver a consistent and welcoming guest experience and a sense of local authenticity. Mercure Doncaster and Novotel Christchurch Airport are examples of this, contemporary midscale properties in convenient locations which give guests a great experience. In 2024, Accor will be unveiling Tribe Auckland. Tribe originated in Perth and is a popular midscale brand characterised by contemporary, innovative and boutique design. Following the successful openings of Tribe hotels Paris, London, Amsterdam, and Bali, this home-grown brand is growing its global footprint. Mantra, Australia’s largest hotel brand with 75 properties across the country, is renowned for having a great selection of hotels, resorts and spacious self-contained apartments in vibrant cities and favourite 56

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Mercure Melbourne Doncaster takes an ultra modern approach to midscale holiday hotspots. Mantra Epping is a good example, located just 15 minutes from Melbourne Airport and with state-of-the-art conference facilities, this property provides comfort and convenience for long and short stays. By offering a quality guest experience at an affordable price and maintaining a commitment to sustainability, Accor is growing market share and setting a benchmark for the industry as a whole. The continued success of these brands signals a bright future for Accor in the hospitality landscape.

QUESTFRANCHISE.COM.AU

Bring your special spark. Meet Amol, the proud local business owner of Quest Werribee. Amol has a unique passion and drive for hospitality — one that has carried him from housekeeper at Quest World Square to front desk at Quest Potts Point to Property Manager at Quest Caroline Springs to ownership of Quest Werribee, all within nine years. As the business owner of Quest Werribee, Amol brings his special spark to the local community by showcasing Werribee’s hidden treasures and providing guests with an authentic, hyper-local experience. Read more about the special people who own local Quest Apartment Hotels at quesapartment.com.au/hotel-franchise-opportunities.

DEVELOPMENT

BWH’s SureStay brand continues to dominate the economy sector

BWH HOTELS AUSTRALASIA Danilo Curcuruto, Director of Development

As the hospitality landscape continues to evolve, BWH Hotels finds itself at the forefront of a dynamic market. With a diverse portfolio spanning from luxury to economy, BWH Hotels has been setting trends and adapting to new realities. The midscale and economy segments pose a unique set of challenges for the accommodation sector. Competition is fierce and customer expectations are on the rise. Staying competitive requires a delicate balance between providing value and maintaining quality. Additionally, the industry has been greatly impacted by global events, requiring adaptability and resilience. Despite the challenges, the midscale and economy segments offer significant opportunities for expansion. With the growing trend of experiential travel, budget-conscious travellers are also seeking unique, authentic experiences. BWH Hotels is well-positioned to capitalise on this trend by providing value-driven stays in desired locations around Australasia. The midscale segment has been the backbone of the Best Western brand, while the award-winning SureStay brand continues to dominate the economy sector. Looking ahead, BWH Hotels has ambitious plans for the midscale and economy segments. The focus is on enhancing guest experiences, embracing sustainability and expanding the portfolio in strategic locations. BWH Hotels aims to leverage technology to personalise guest experiences further and streamline operations for owners and operators. These segments continue to receive our unwavering commitment to deliver exceptional value and quality. With a forward-thinking approach and a commitment to expansion, BWH Hotels is poised to continue its success in these dynamic segments, offering hospitality excellence for its hotels and travellers alike. 58

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CHOICE HOTELS ASIA-PAC Scott Armstrong, Director of Development Australia and New Zealand

Choice Hotels’ International has found success in midscale accommodation across the globe for more than 80 years. Choice Hotels Asia-Pac has continued strength in this segment with 70% of our portfolio positioned in the midscale Quality and Comfort brands. We’re experiencing unprecedented pipeline demand and conversion in midscale and upper midscale segments, particularly in regional Australia. Regional areas boomed during metro lockdowns and rather than settle for their pre-Covid revenue, or fall behind in an increasingly competitive market, they’re looking to brands to increase their

Midscale brands Quality and Comfort represent 70% of the Choice Hotels Asia-Pac portfolio

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SUPPORT TO MAXIMISE YOUR REVENUE Our expert team of revenue managers work with you to strategically set and monitor room rates to help boost your return while giving you time to focus on delivering customer service.

REVENUE MANAGEMENT

ACCESS TO INSTANT MARKET INSIGHTS Our automated revenue management service ChoiceMAX provides instant access to current and historical market data letting you set the best rates for today and into the future.

HOTELS USING OUR REVENUE MANAGEMENT SERVICES ACHIEVED AN 3.5% HIGHER REVPAR* *From March to June 2023 when compared to properties not utilising Choice Hotels Asia-Pac’s revenue management services.

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DEVELOPMENT IHG is set to open another five Holiday Inn-branded hotels by 2025

distribution presence, maximise their revenue potential and deliver more corporate travel. The return of corporate travel remains core to the consistent success of Choice Hotel Asia-Pac’s midscale and economy segments. During the first half of 2023, Choice reported a 65% year on year increase for Q1 and a 26% year on year increase for Q2 in GDS room nights. In addition to growing corporate business, loyalty programs continue to be an attractive key to success for the midscale and economy segments. Choice Hotels’ award-winning Choice Privileges loyalty program now has more than 550,000 members in Asia-Pac delivering repeat business and higher-value stays for properties across the portfolio. Choice Hotels Asia-Pac has seen increased interest in the midscale and upper midscale segments from commercial accommodation developers looking to diversify their guest profiles and maximise return on investment. With building materials and fit-out costs at record highs, developers see the midscale segment as a sweet spot to deliver a feasible accommodation product that appeals broadly with both the leisure and corporate markets.

IHG HOTELS AND RESORTS Cameron Burke, Director of Development – Australasia and Pacific

Whilst development appetite for accommodation assets in primary markets is currently principally centred around aspirational positioning, demand

remains prevalent for midscale offerings in secondary, tertiary and regional markets. As the world’s largest and most recognised hotel brand family, Holiday Inn continues to be incredibly attractive for developers in these markets across Australia and New Zealand – with IHG Hotels and Resorts opening seven Holiday Inn family-branded hotels in the last two years and another five set to open by 2025. 60

HM The Business of Accommodation

We recently welcomed the 124-room Holiday Inn Dandenong to our estate, which has strongly delivered on the brand’s refreshed hallmarks and next generation design. We are also delighted to have opened Holiday Inn and Suites Geelong this September. This stunning 180-key property is located in the heart of Geelong and features market-leading design complete with a restaurant by celebrity chef Adrian Richardson and I think it’s set to become a culinary beacon and crown jewel for Victoria’s second largest city. In response to growing demand within the global mid-market, we are also excited to have welcomed a new midscale brand to our strategically expanding brand suite. Designed to target midscale conversion opportunities, our newest brand Garner is set for a rollout from 2024, initially in the Americas. In the meantime, we look forward to further strengthening our market presence within the midscale segment as we look to expand into new markets across Australia, New Zealand and the Pacific Islands in 2024 and beyond.

LYLO, EVT Tim Alpe, Managing Director

The irrepressible desire to travel is alive and is as strong as ever. Across EVT, we are seeing hotel bookings stabilise as business travellers and tourists search for out of the ordinary experiences across our portfolio, which covers all segments from luxury to budget. More recently, we are seeing a new community of travellers being driven by two key factors; affordability and evolved travel needs. Travellers are combining work and leisure for extended periods of time, all whilst travelling on a budget. As a result, budget accommodation is seeing growth. In December 2022, EVT launched LyLo Auckland, the first budget lifestyle property to open in New Zealand post-Covid and a new way to stay. LyLo is our style-led, value offering, designed for the modern

DEVELOPMENT

traveller who wants to play, eat, work, and sleep – within a budget. To meet these evolving market needs, we focused on more POD rooms and redesigned the POD experience, created well-equipped coworking spaces, communal kitchens for meal preparation and lounges to relax on at night. Whilst traditionally this style of accommodation has been popular with the youth market, a far more diverse range of guests are now staying at LyLo, with long-term stays (over a month) increasing, and strong room booking volumes, especially over the summer period. LyLo is changing the budget accommodation offering, and continuing to expand to meet this increased demand, with LyLo now open in Queenstown and Christchurch, and extending to Brisbane later this year.

TFE HOTELS John Sutcliffe, Director of Development

Our Travelodge hotels have been undergoing a quiet renaissance over recent times, with the opening of two properties in Sydney and Auckland adding to the portfolio of hotels in Hobart, Melbourne, Wellington, and Darwin, most of which have been recently refurbished – the brand has never been stronger. Our recent opening, Travelodge Hurstville in Sydney, features a new Chada-designed direction for the interiors, a rooftop bar and restaurant, a ground floor grab ‘n go cafe, and the largest corporate function space outside of Sydney’s CBD. Whilst Travelodge Auckland is located at the heart of Wynyard Quarter – considered Auckland’s first taste of a funky, bohemian, industrial-chic neighbourhood. And, with pillows and duvets locally sourced and sustainably made from luxury microfibre derived from plastic bottles, the hotel ensures that TFE’s focus on sustainability continues.

Travelodge Auckland is located at the heart of Wynyard Quarter Refurbished hotels include Travelodge Hobart, which has recently completed a multi-million-dollar refurbishment program that has seen upgrades to all guest rooms and public spaces, including a purpose-built yoga and Pilates studio. As a brand, Travelodge Hotels focus on all the essentials that guests need, in great locations, at a price point that attracts multiple market segments. This elevation of the Travelodge brand has paid dividends, with strong uplifts in RevPAR flowing through to improved returns for owners, resulting in a renewed interest in the brand from developers. At TFE, we look forward to rolling out more Travelodge Hotels across Australia and New Zealand in the near future. n

Budget offering LyLo Auckland made its arrival last year

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DESIGN AND BUILD Byron Bay Hotel’s lobby offers tranquil spaces for guests to work, socialise or relax

FIRST impressio ns

CREATING AN INSTAGRAM-WORTHY MOMENT FOR HOTEL GUESTS ON ARRIVAL CAN HAVE A LASTING IMPRESSION, AS PLUS ARCHITECTURE ASSOCIATE KATE OCKWELL EXPLAINS.

hriving in the hospitality market has always been a competitive endeavour, but as homes become ever-more high-spec and designdriven, travellers are demanding more. With world-class facilities and one-of-a-kind dining experiences fast becoming the norm in today’s hotels, travellers crave accommodation that will become the cornerstone of their journey. Somewhere primed for undeniably Instagrammable moments – a place to see and be seen. Catering to these shifts requires a holistic approach, and there are three prominent trends emerging within hotel lobby design that can help inform this: zoned space, impactful entryways, and lighting ambience.

ZONED LOBBY SPACE

Creating zones within a hotel’s lobby facilitates diverse guest experiences. Our design for the Byron Bay Hotel, sees some areas of the lobby function simply as comfortable waiting zones while others are designed to integrate with amenities like cafes, providing tranquil spaces for guests to work, socialise or relax. Implementing a zoning strategy in hotel lobbies is a fantastic way to add passive personalisation to a guest’s travel journey and enhance their overall experience.

HM The Business of Accommodation

IMPACTFUL ENTRYWAYS

Hotel entryways can and should be far more than just functional waypoints – and Palm Beach Hotel’s was designed to be a showstopper. Through striking architecture, captivating art installations and other immersive elements, the entryway serves as a bold and immediate representation of the hotel’s brand personality and unique identity.

LIGHTING AMBIENCE

The entryway at Palm Beach Hotel represents the brand personality and identity

Comfort and relaxation remain an ever-growing trend among travellers, and lighting plays a crucial role in setting the mood and creating an unforgettable ambience. Our design for Rotherham Hotel is soft, with carefully considered lighting fixtures in the lobby fostering a warm and inviting atmosphere while being distinct to the location. The Rotherham Hotel’s lobby is more than a transient space; it’s one that tells guests they’re free to unwind and recharge. n

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REAL ESTATE The opening of Tākina in Wellington is expected to draw large events and conferences to the city

RECOVERY TO resurgenc e

NEW ZEALAND’S HOSPITALITY AND TOURISM SECTOR IS ON A STRONG COURSE, JLL NEW ZEALAND’S DIRECTOR OF HOTELS AND HOSPITALITY, NICK THOMPSON, REPORTS.

ew Zealand’s recovery from the impacts of Covid-19 is well progressed, and the hospitality sector has been at the forefront of the country’s resurgence. Our hotels sector is bouncing back, with solid peak seasons that are often surpassing pre-Covid levels. Notably JLL completed the largest hotel transaction in New Zealand’s history, the JW Marriott Auckland, in the midst of that recovery period. However, the emergence of certain market trends is reshaping the industry. One notable change in New Zealand’s post-Covid landscape is the re-evolution of seasonality. Traditionally, peak seasons were 64

HM The Business of Accommodation

concentrated around the summer months, but we are now witnessing a prevalent winter market. Locations like the ever-popular Queenstown are experiencing a rejuvenated shoulder season around its peaks in summer and winter. By contrast, our big cities are seeing softer winters. While the return of tourism is promising, there are challenges the industry must confront. Construction costs continue to rise, making it increasingly difficult to secure new builds in the short-term. This poses a hurdle for meeting growing demand for accommodation and amenities. However, this obstacle also presents opportunities for adaptive reuse and refurbishment projects that make better use of embodied carbon in existing builds. The anticipated increase in demand for tourism, especially with the resurgence of Chinese visitors, bodes well for the industry. While we do not foresee a quick return to large tour groups like in the pre-Covid era, we expect a rise in flexible independent travel (FIT) which provides an opportunity for smaller, personalised experiences within New Zealand’s rich tourist landscape. With an eye to accommodation, the opening of Te Pae in Christchurch in May 2022 has had

a notable impact on the city’s hotel sector by attracting major events and contributing to the revival of the local economy. The recent opening of Tākina in Wellington is expected to bring about a similar transformation, creating new opportunities for businesses in the region, and drawing events to the newest jewel in the capital’s crown. Looking ahead, once the Auckland International Convention Centre is open and operating at full capacity, it remains to be seen how the market will react: dissipating or concentrating tourism and hospitality businesses across Auckland, Wellington, and Christchurch. This will have implications for the overall hospitality landscape in the North and South Islands. As New Zealand’s tourism and hospitality sector continues its recovery, it is crucial for industry stakeholders to adapt to changing market conditions. By investing in infrastructure, focusing on emerging markets, and leveraging our unique attractions, we can ensure a vibrant and sustainable future for the sector. With the right strategies, New Zealand’s hospitality industry is poised for success in the coming years and will benefit greatly from perennial overseas interest in experiencing all the country has to offer. n

PEOPLE Sam Swaffield speaking at AHICE 2023

LEADERS OF TOMORROW IHG HOTELS AND RESORTS DIRECTOR OF PERFORMANCE, SAM SWAFFIELD, WAS SO INTERESTED IN A CAREER IN HOTELS THAT HE OFFERED TO WORK FOR FREE TO GET A FOOT IN THE DOOR. HE HASN’T LOOKED BACK SINCE.

ow did you get started in the hotel industry?

My very first ‘job’ in the industry was actually a volunteer role at a hotel in Auckland. I was studying for a commerce degree at Lincoln University in New Zealand and my favourite subjects at the time were Real Estate investment and Accommodation Management. I was really interested in the commercial side of the industry and needed to know if I would enjoy working in a hotel. I randomly contacted a hotel in Auckland and asked if I could work for free over the holidays to see if I liked it. Six months later I was offered a place on the IHG Future Leaders program at Crowne Plaza Auckland – and I haven’t looked back.

Tell us a bit about your current role?

My job now is Director of Performance for Japan, Australasia and the Pacific, still working with IHG Hotels and Resorts. Based in Sydney, this role drives the performance of the 120 hotels across our diverse region, focusing on

customer sentiment, customer loyalty, brand standards, hotel quality, and all of the tools and resources that support this performance.

What about the hotel industry appealed to you?

It was, and always will be, the people in our industry that make it what it is and why people stick around. I never got the top grades at university, but I did make the most of any leadership opportunity that came my way. I knew that these skills were transferrable into the industry because, at the end of the day, people are our greatest asset and people are also our customers. I was also drawn to the fact that hotels offered a balance between the product (i.e. hotels and service) and the business (i.e. the investment, management companies etc). It seemed like there would be a lot of opportunities to straddle both worlds and I feel that the first 10 years of my career have proven that.

Do you have a career mentor or support network?

I’ve been extremely lucky to have had amazing mentors throughout my career. Some have been the people I report to, but a lot of the time they have been my colleagues, peers, and enthusiastic supporters within the industry. I have found the industry to be incredibly supportive of young leaders coming through and the opportunities I have had both within IHG and outside have been really rewarding. Hospitality has a steep personal growth curve, and this is matched by challenges and opportunities along the way. To have people

in your corner to help open doors is the best advice I can give, and I am very thankful to the people who have and continue to open doors for me.

Who inspires you professionally?

I am always in awe of the professionals within our industry who have mastered their craft. Whether it is a sashimi chef in Tokyo, a chief concierge in Wellington, or the front desk agent who knows every VIP preference by heart – these are the people who continue to inspire me to be better.

What change would you like to see in the industry?

Our industry is incredibly diverse, and I love that hotels have opportunities for everyone to be a part of this wonderful industry. However, when I look around at industry events or in hotels, we still see a lack of diversity in our senior leaders and decision makers. We thrive when we have a diversity of opinion around the decision-making table, and I think this generation has a real point to prove that anyone can make it to that table. In recent times, I have loved having the opportunity to work laterally across our industry into the wider hotel eco-system. Whether its management companies, investors, owners, white label operations, consultants, valuers, or asset managers, I think we can all benefit by collaborating and working on industry problems together. We all stand to learn a lot from each other so the more we have a forum to discuss and connect, the better. n hotelmanagement.com.au

PEOPLE

ON THE Move

YOUR ROUNDUP OF THE LATEST KEY APPOINTMENTS ACROSS THE HOTEL INDUSTRY. Gilda Perez-Alvarado, Accor

SALTER BROTHERS HOSPITALITY

SALTER BROTHERS HAS recruited Tash Tobias as CEO of its recently launched hospitality management platform Salter Brothers Hospitality (SBH). Reporting to the board and leading the executive committee, she oversees operations of the retreat hotels, restaurants and bars, and spas and wellness facilities under management Tash Tobias, Salter and/or licensing services. Brothers Hospitality Tobias has spent nearly 15 years of her career at IHG, and more recently spent three years at Virgin Australia, leading customer experience and product. For the past four years, she has been a senior executive at Brisbane City Council, responsible for a diverse range of sporting, creative and community services.

SOFITEL ADELAIDE ACCOR

JLL HOTELS AND Hospitality‘s popular Global CEO Gilda PerezAlvarado is departing the organisation to join Accor as the chain’s Group Chief Strategy Officer. Perez-Alvarado, who assumes the role on October 1, will be a member of the group’s Management Board, based in Paris, overseeing global strategy, relations with hotel owners, and strategic partnerships. She will report directly to Accor Chairman and CEO, Sébastien Bazin, who applauded her appointment. “I am confident that with her considerable skills and global hospitality expertise, Gilda will help us unlock the power of Accor’s strategy providing guests, owners and investors with an unrivalled hospitality experience,” he said.

EVT HOTELS AND RESORTS

HM AWARDS 2022 General Manager of the Year Jodi Brown Jodi Brown, QT Wellington returns to EVT to take up the position of General Manager of QT Wellington and Museum Apartment Hotel. Brown has over 14 years of experience in the luxury hotel and hospitality industry under her belt including leadership positions at Atura Hotel, QT Sydney, and most recently Eos by SkyCity Adelaide. “I am thrilled to join the QT Wellington team, and I’m excited to be back working with QT,” she said. “It’s such a vibrant and playful brand. My aim is to continue to grow and establish QT Wellington as the ultimate destination for travellers.”

HM The Business of Accommodation

SOUTH AUSTRALIAN SCOTT Eger Scott Eger, Sofitel has been appointed to the position of Adelaide General Manager at Sofitel Adelaide. Eger brings more than 20 years of experience having worked in senior executive and general management roles for an array of five-star hospitality brands including Hayman Island Resort and Fairmont Hotels and Resort in the United Arab Emirates. He has enjoyed a long tenure with Accor, first joining the Reef Hotel Casino in an executive management role before moving to NSW where he held a number of senior executive and general management positions, including at Sofitel Sydney Wentworth.

CRYSTALBROOK COLLECTION CRYSTALBROOK COLLECTION HAS appointed Luke James as the new Area General Manager for Cairns. Based at Crystalbrook Flynn, James – who returns to

Luke James, Crystalbrook Collection

Australia from Dubai – brings over 20 years of experience across a range of upscale hotels, resorts and beach clubs. In his new role, James will oversee Crystalbrook Collection’s three Cairns properties – Riley, Bailey and Flynn. “It is now an honour and privilege to return home to help operate and grow his hotel and resort portfolio in Australia,” James said. “Crystalbrook Collection’s reputation and strategic pillars such as sustainable and innovative luxury, very much align to my values and made it easy to make the decision to return to Australia.”

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HM October 2023

Articles inside

DEVELOPMENT: THE PRICE IS RIGHT

GM Q&A: FUN FOR ALL

HM Q&A: REFRESHED FOR RECOVERY

ACCOR PARTNERSHIP: SUSTAINABLE HOSPITALITY

IHG PARTNERSHIP: ISLAND STYLE