AccomNews, Spring 2023

AccomNews is distributed quarterly to hotel, motel, resort and apartment properties throughout Australia by Multimedia Pty Limited. The views and images expressed in AccomNews do not necessarily reflect the views of the publisher. The information contained in AccomNews is intended to act as a guide only, the publisher, authors and editors expressly disclaim all liability for the results of action taken or not taken on the basis of information contained herein. We recommend professional advice is sought before making important business decisions.

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EDITOR

Mandy Clarke, editor@accomnews.com.au

INDUSTRY REPORTERS

Sarah Davison and Grantlee Kieza

PRODUCTION

Richard McGill, production@accomnews.com.au

ADVERTISING

Stewart Shimmin, s.shimmin@accomnews.com.au

Joe Clarke, j.clarke@accomnews.com.au

Dee Dawson, d.dawson@accomnews.com.au

SERVICE

Gavin Bill, service@accomnews.com.au

CONTRIBUTORS

David Nicolas, Kerry Williams, Michael Johnson, Peter Shelley, Stephen Ferguson, Stuart Lamont, Sylvia Johnston, Glenn Elliot & Valentina Suarez.

KEY

Commercially funded supplier profile or supplier case study

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Suppliers share their views in one-o topical pieces General editorial. Case studies and features may cite or quote suppliers, please be aware that we have a strict ‘no commercial content’ guideline for all magazine editorial, so this is not part of any commercially funded advertorial but may be included as relevant opinion. Happy reading!

Springing into a season of unity, inclusion & innovation

Greetings and a warm welcome to the Spring edition of AccomNews!

Last month, our dedicated team had the pleasure of making waves as exhibitors at the NoVacancy Hotel + Accommodation Industry Expo 2023, and let me tell you, it exceeded all expectations. This event promised to be the ultimate playground for all things hospitality, and it truly delivered - and I'm not just talking about the bars!

As I wandered through the Expo, I was awestruck by the dazzling array of innovations on display. From cutting-edge robots to the latest in hospitality technology and gorgeous guestroom designs, it was a nonstop journey of discovery. We had the privilege of meeting our cherished readers, loyal suppliers and forging new connections that will surely shape the future of our magazine.

One highlight of the event for

me was moderating a panel on low-cost marketing ideas at the Small Hotelier Summit. The room was packed to capacity and I was thrilled to see familiar faces among the audience. In addition to larger hotel owners and operators, our magazine has a substantial following among smaller operators too, including moteliers, caravan park operators, and management rights owners. It was heartwarming to see so many of you there

and to have your support and appreciation. To those who took the time to say hello and share kind words about AccomNews, I extend my sincerest thanks – your encouragement makes all those stressful deadlines worthwhile. Until we meet again next year! Mark your calendars for September 18 to September 19, 2024. During those two days at the ICC, it was evident that the entire accommodation industry is more interconnected than ever. I think this is a testament to our sector's resilience during the challenges posed by COVID-19. A sense of unity that’s been strengthened by the success of the amalgamation of our industry bodies, now known as Accommodation Australia AA, and Michael Johnson, who passionately represents all members, including small operators, deserves commendation for his unwavering leadership.

Back to this edition, we cast the spotlight on the ambitious plans of The Ascott Limited, Australia. One of the most gratifying aspects of my job is the opportunity to engage in enlightening conversations with accomplished and inspiring industry leaders, you will relish the insights that Managing Director, David Mansfield, and General Manager, James Shields, shared with me on pages 12 to 14.

But that's not all - I also had the privilege of catching up with industry legend Liz Lycette, whose fascinating story is on page 44. Moving forward, Liz has been invited to contribute a regular housekeeping column in AccomNews – stay tuned. Without further ado, dive into the depths of this issue and enjoy the stories that shape our industry.

Cheers, Mandy.

Mandy Clarke, Editor editor@accomnews.com.au

Dennis Clark MDIA

Looking after the heart and soul of the accommodation industry

When people talk about Accommodation Australia they often focus on the big international brands.

The Hiltons and the Marriotts are glamorous and well-known, but one of the greatest parts of the recent merger of Tourism Accommodation Australia with the Accommodation Association for me was the bringing together of our motel members.

Motels can often feel overlooked but are absolutely an essential part of the accommodation sector.

They are mostly regionally based, they are mostly mum and dad operators and they are some of the hardest working people in the business.

At Accommodation Australia we have been working on the issues affecting our motel members and devising strategies to make sure their voices are not lost amongst the louder voices from our CBDs.

Most of our motels, particularly those in rural and regional Australia, got a boost in the post-COVID period.

While international travel was still shut down everyone explored their own backyards and our motels were extremely busy - we are confident those holidaymakers will return again over the summer months.

We are already seeing a lot of Australians shift their focus to international trips but the sheer cost of international flights, the Australian dollar and general inflationary pressures should keep many of these travellers closer to home.

But the problems across the economy related to high inflation and the lower spending power of travellers is definitely a worry for these small businesses.

Travel for holidays is largely a discretionary spend, and households may feel the need to cut back if they are struggling

with their own mortgages or the rising cost of living.

Many moteliers who are freehold owners have business debt, or mortgages that encompass their homes, which are often within the motel premises. For them, the rising interest rates are hitting hard.

For those moteliers who are leaseholders, the economic times would be hurting them in other ways, including if they have what are called ratchet clauses in their contracts which increase the rent annually in line with the CPI/inflation.

These financial pressures can also make it difficult to look at the capital improvements

needed to ensure their motels do not become too out of date and tired. Like everywhere in hospitality, staffing is still a major problem for motels.

It is some relief working holidaymakers and student visa numbers have recovered, as this is crucial in alleviating some of the seasonal and casual demand for workers.

But the more difficult problem for many of these small rural businesses is that their staff struggle to find rental accommodation nearby. This is particularly true in regional tourism areas where a lot of properties have been taken out of the long-term rental market and offered as short-term rental accommodation for tourists.

This poses a competition problem for the motel market as well and more needs to be done to rein it in.

Most motels are small businesses with less than 20 staff, and many are managed by couples who work very long hours in their business.

Therefore, small business problems such as dealing with red tape (BAS, local/council regulations, WHS etc.) are a burden, as can be the challenge of managing people and rosters.

Sometimes the complexity of running a motel can be almost overwhelming for members, and they need to ensure they look after their own physical and mental health as well as that of their staff.

Many suffered mental stress during the pandemic, with the fate of their homes, their families and their close-knit employees tied up in events and decisions totally out of their control.

Although I have listed the many challenges for motels, I do not want to give the impression all is doom and gloom.

Many of our members have been in the motel business for decades and find great satisfaction in serving their travelling customers and building their businesses. Motels have a nostalgic, comforting appeal for many of us. And when you combine that with great country service and charm, they will always be a choice for so many of our travellers.

Michael Johnson CEO of Accommodation Australia

Terowie Roadhouse Petrol station and Motel off the Highway in the small rural town in remote South Australia. Image: mastersky - stock.adobe.com

Our voice to be heard at Industrial Relations Senate Inquiry

Over the last year, the Federal Minister for Workplace Relations, Tony Burke has tabled three tranches of reform to industrial relation laws. The most recentthe Closing Loopholes Bill - was introduced to Parliament on Monday, September 4, 2023.

Whilst some of the changes do aff ect accommodation and hospitality, our sector is far less aff ected than areas such as mining, building and airlines. Much of this is a credit to the Australian Hotels Association Workplace Relations team having the Hospitality Award ahead of the field.

The new Closing Loopholes Bill addresses issues like flexible work, labour hire, ‘employee-like’ forms of work, wage theft , union right of entry, and casuals.

Many of the changes proposed will be ideologically opposed from the outset by employers. But, on a pragmatic level, our members will be relatively unaff ected andwhere hotels are impacted – the AHA workplace relations teams are well equipped to deal with problems.

That said, there are several issues with the bill we will be seeking to address.

When it comes to multiemployer bargaining for example, the Bill proposes to modify the application of the Better Off Overall test (BOOT) when an employer covered by a multi-employer agreement wants to bargain for their own single-enterprise agreement.

The single-enterprise agreement will be assessed against the multi-employer agreement, not the applicable modern award. We will be opposing this due to the unreasonable risk it creates for members who are roped into a multi-employer agreement after it has been approved.

Another example is when it comes to casual workers. The Bill proposes a new test that –amongst other things - requires employers to evaluate (and re-evaluate) the true nature of each casual’s employment circumstances on an ongoing basis, introduces a complex definition based on the absence of something, and defines the absence of advance commitment by a multi-factorial test of relative considerations.

It also introduces a right for casuals to request conversion every six months and requires employers who wish to refuse to provide detailed reasons why (creating an administrative burden). We will be opposing this due to the practical implications – a result of this change would

see hospitality employers avoid casual employment altogether - and others will change their practices to reduce risk.

Another big issue the Bill deals with is wage theft – which is always well publicised (rightly so in many cases). In the Bill employers who deliberately underpay workers will be subject to up to ten years in jail or fines up to $7.8 million or three times the amount of the under payment. The bill will also elevate “reckless underpayments” to be a serious contravention of the Act, with fines of $939,000 for individuals, $4,695,000 for companies, or three times the amount of the underpayment. Currently, a serious contravention is for knowingly and systematically engaging in a pattern of conduct - the Bill wants to lower the threshold of a serious contravention to include either knowingly or recklessly making a mistake. We want oneoff reckless mistakes to stay down at the civil contravention level and for the threshold of a serious contravention to stay the same (or, in plain English, to be for knowingly and systematically engaging in a pattern of conduct). It’s

important to note here wage theft only applies to willful conduct using the criminal test. Then there’s the Union right of entry clause. The Bill will see right of entry in the Fair Work Act amended to include the right of a union to seek an exemption certificate where the FWC is satisfied a suspected contravention involves the underpayment of wages. No notice needs to be given to the employer. The AHA and Accommodation Australia will be supporting ACCI in opposing this amendment. It’s important to note the smooth passage of the Bill will require crossbench support. A Senate Inquiry process has been locked in.

Submissions closed on September 29 and the reporting back date for the committee is February 1, 2024. We thank the Opposition and Cross Bench for their support in having the Bill referred to a Senate Committee for review. I also note that Minister Burke and his office have been willing to listen to our concerns and this Senate review process will give us the best opportunity to have our voices heard.

Stephen Ferguson CEO, Australian Hotels Association

Caravan industry's "Road to Success":

How innovative campaigns have driven regional windfalls

As Caravan Industry Association of Australia embarks on their 2023 edition of the “Road to a Million” stimulus marketing activity, it is useful to examine the lessons from the inaugural and award winning 2022 initiative, which proved to be a catalyst for regional dispersal and industry engagement, following on from targeted consumer promotions conducted through and out of COVID.

But to truly gauge the impact of this particular campaign, we delve deep into the numbers that underpinned its success and how it sets the stage for 2023.

2022: Kicking back into gear and getting people to travel further

The central tenet of the 2022 campaign was simple, yet powerful – raise awareness of the joys and value for money of caravan holidays while incentivising them to stay longer and travel further. Following on from successful COVID campaigns which initially kept people connected to industry and moving once restrictions lifted, as awareness rose and confidence grew, it would lift the fortunes of all caravan parks, from the most luxurious to the most rustic, and from the near to the far.

Why did we even bother with a tide rising industry campaign given the industry was continuing to outperform the general tourism sector?

The simple answer was this…

The broader economic challenges we knew the industry would continue to face in the coming months or years ahead as consumer belts got tighter

Return of the "Road to a Million" campaign for 2023

and competition increased. It was critical that we drove for success across two key pillars - domestic travel movements and economic resiliency.

Domestic Travel: With ongoing international travel curbs for much of 2022, Australians increasingly sought domestic holiday options. The campaign tapped into this sentiment, offering a compelling and local alternative while encouraging regional travel.

Economic Resilience: Amid economic uncertainties, the caravan industry showcased adaptability, providing affordable and value for money holiday options. This positioned caravanning as an attractive proposition in an inflationary environment.

When reflecting on the 2022 campaign and its merits we arrive at six key areas the campaign delivered on. At the very outset we saw remarkable participation with a staggering 91 percent of caravan parks across the country embracing the activity. This widespread industry collaboration and amplification was a testament to the campaign's simplicity yet unifying message and appeal.

The uptake in the campaign and resonance with the public meant there were holidays galore. During the campaign alone, there were 77,937 holidays registered.

Beyond just holidays and participation, the campaign translated into tangible economic gains. Providing an economic windfall for industry with over one million nights stayed throughout the campaign. This surge culminated in a massive shot in the arm for the industry.

Looking at the campaign’s appeal and resonance from the customers, their voices from the ground spoke volumes on the campaign's reach and influence.

• Over 68 percent felt the campaign would likely prompt them to book another stay within the year.

• An overwhelming 85 percent held a positive impression of the campaign.

• The campaign's influence extended to travel decisions, with 19 percent opting to travel further and 18.3 percent booking longer stays.

The campaign’s appeal, participation and resonance aided significantly in the campaign’s primary objective, “Staying Top of Mind”. A resounding metric emerged from the national survey with more than half of campers (based on over 6000 survey results) reporting that the campaign ensured camping remained a prominent consideration for their current and future holiday plans.

Based on the execution, consumers were rewarded the further away from a capital centre they travelled delivering

regional dispersal to communities and industry businesses that traditionally would not directly benefit from a national campaign.

Beyond mere numbers, the 2022 campaign had a ripple effect across the country. As caravan parks saw an influx of visitors, local economies benefited from increased patronage to nearby attractions, cafes, and retail businesses. The campaign's success was not isolated; it was a collective win for the entire caravan industry and the regions they serve.

With the announcement of the return of the "Road to a Million" campaign for 2023, there's palpable excitement in the air. This year's campaign promises to be even bigger, bolder, and more rewarding. The interest in caravan and camping holidays has already seen a remarkable 20 percent increase from 2021/22, with a record number of RV registrations looking for their next travel adventure.

Moreover, the 2023 campaign's focus on 'value' is both timely and essential. As Australians continue to grapple with the rising day-to-day cost of living, the campaign's message is clear: incredible holidays don't have to break the bank.

The caravan industry offers a unique blend of adventure, experience, exploration, freedom, comfort, and affordability, and the upcoming campaign is poised to drive these messages home, looking to extend the shoulder season and set up 2024 for further success across industry.

Stuart Lamont CEO, Caravan Industry Association of Australia

Turbulent skies in Australia's aviation & tourism sectors

It's been a constant conversation for almost every Australian over the past few weeks - the price of airfares, availability, cancellations, refunds, executive bonuses, and everyone would agree that air travel is just way too expensive right now. There has also been extensive scrutiny of access for alternate airlines, slot hoarding, and ministerial decision processes.

Amid all the heightened debate and teeth gnashing, what are the real issues that need to be addressed in order to deliver a successful aviation industry that can also support all the downstream industries that rely on their services like the tourism industry?

One of the first things we need to understand is the relationship between aviation capacity and price. We are offered differing opinions on how they interrelate with Virgin insisting that increased capacity for Qatar would see a 40 percent reduction in airfares while Qantas insists their airfares are being impacted by a range of pressures including workforce, fuel and other global pressures.

As a downstream industry, tourism is feeling the impact of higher airfares and ATEC members clearly identify the current high price of international airfares as being their number one concern. Considering the rebuild of our industry this year, where we have seen inbound holiday maker visitor numbers stuck at around 70 percent, from our perspective the correlation between price and international visitation is evident. While the debate on who should be given access to Australian airport slots continues, what ATEC is seeking is a greater consideration of how our aviation

policy can better support and contribute to tourism’s success. Ultimately our government has little direct control over fare prices but what they can do is align our aviation policy with the Australian tourism strategy.

This month we collected over 300 member signatures in support of reform to our aviation sector and we presented these to the Aviation Minister, Catherine King. What we can say on behalf of our members and the inbound sector is it is not purely about one airline brand over another, but building a long-term strategy which includes the needs of the tourism industry and subsequently promotes greater competition.

This month has also seen the release of the Federal Government’s Green Paper on aviation which is a step towards the final policy direction for the aviation sector to 2050. Importantly it questions how the objectives of our national tourism strategy (THRIVE 2030) and future global travel trends should inform the future of the aviation sector.

While we might currently be highly focused on our corner of the immediate post-COVID equilibrising of the global aviation industry, there is a longer issue at play. Success for our industry means aligning capacity with the future demand driver markets which includes building a diversified market. Already we are seeing a much stronger rebound from markets such as India, Singapore and Indonesia, and there are others

coming into the mix including Korea, Indonesia and Vietnam. It is no coincidence that these short-haul destinations will feature more highly and are likely to offer significant growth opportunities in the future.

As a destination which for many of our traditional markets is long-haul, our industry needs to consider the likelihood that airfares will never be as cheap as they were pre-COVID and we will continue to be an expensive destination from a flight perspective.

As we move towards reduced carbon footprints and greater focus on sustainability, there will be a realignment of pricing. Our big question as an industry is, what does that mean for us and how do we move our offering to incorporate this?

Australia has never been a cheap holiday destination and nor should it be. Our offering is unique, and this is one of the strengths we need to play to in continuing to be the successful and highly desirable destination we have always been.

Peter Shelley Managing Director, Australian Tourism Export Council

Tourism is feeling the impact of higher airfares

Strides in accessibility but some challenges persist

With accessible tourism continuing to gain momentum, promising greater inclusivity and equal travel opportunities for all, there have been fantastic initiatives, yet more setbacks. However, as we strive to create a more representative and inclusive travel experience, it's essential for the tourism industry to be accountable for the wins as well as the losses.

In September, a fabulous initiative led by Dylan Alcott, (probably the most well-known person with a disability in Australia), launched the Shift20 initiative. The initiative unites some of Australia's most renowned brands, including Tourism Australia to actively promote greater inclusion, representation, and accessibility within marketing and brand communications. With nearly 20 percent of Australians having a disability yet just one percent of advertising including them, this is a great stride towards inclusion nationally.

And Tourism Australia recognised this early by supporting Shift20 at the outset.

The City of Gold Coast released a comprehensive guide to everything that is accessible, encompassing transport, experiences as well as accommodation, following on from Tourism Queensland declaring 2023 the year of accessible tourism. Evidence that government intervention can facilitate change remarkably.

While there have been significant improvements in some areas, numerous challenges remain unaddressed. One pressing issue

is the accessibility of air travel for individuals using wheelchairs. The Change.org petition, led by Accessible Accommodation, advocating for wheelchairs on planes sheds light on this problem. Many people with disabilities have faced difficulties when travelling by air, ranging from damage to their wheelchairs during flights to the inability to access restrooms on planes.

In September, Qantas was in the hot seat with two wheelchair user passengers and the mistreatment of their bodies as well as their wheelchairs. Mildura woman Nikita Bennett, who lives with cerebral palsy and uses a

wheelchair said she was hurt and humiliated and had to crawl to her seat when she fell from a wheelchair while boarding a flight from Qantas Melbourne.

James Woody Wood, who lives with a spinal cord Injury and travels frequently for work, watched his wheelchair being unceremoniously dumped from the cargo hold damaging his $10,000 custom built wheelchair.

Airports, despite being essential hubs of travel, still have a long way to go in making accessibility better for passengers with disabilities. Often, there is a lack of understanding regarding the unique needs and challenges faced by these individuals. This not only hampers their overall travel experience but also perpetuates the feeling of exclusion and neglect.

Furthermore, until a person with a physical disability can go to the bathroom on their flight and mitigate the risk of damage to wheelchairs, Australian Tourism is missing out on billions of travellers visiting Australia. Airlines need to be held to account as well. In the USA, regulations have been

introduced requiring more aircraft to have accessible bathrooms, a move widely welcomed by the disability community travelling within the States. One crucial aspect of this change is education. Alcott and the communications industry’s Shift20 initiative seeks to normalise disability as simply part of the greater community.

Accessible Accommodation’s partnership with Quest Apartments Hotels sets out to ensure that all 1900 Franchisees and employees receive tourism inclusion training, achievable both online and in person. I wrote a playbook for the Quest brand, essentially a ‘bible’ on all things accessibility and how to exceed the standard accessible traveller experience. This education can help professionals in the industry better understand the challenges faced by people with disabilities and equip them with the tools to create a more inclusive and welcoming guest experience.

Overall, accessible tourism has indeed made significant gains in terms of awareness and action. However, challenges persist, especially in the realm of air travel accessibility.

To continue progressing towards a more inclusive and representative future, the aviation industry needs to lift its game, and commit to employee education, protecting equipment, and the provision of accessible amenities during flights.

After all, it isn’t just the 20 percent of Australians with a disability who are customers; it’s also the ageing population who will need accessibility at some point in their lives.

Kerry Williams Founder, Accessible Accommodation

James Woody Wood’s wheelchair dumped by Qantas baggage handlers. Images supplied by Accessible Accommodation

Southpoint Elevates with Greenplate BBQs

The Apartments

Southpoint, perched majestically at South Bank’s apex, offers a luxury living experience with 195 high-end apartments spanning 18 floors and top tier amenities.

The crown jewel, a rooftop infinity pool on the 22nd level, grants residents breathtaking views of Brisbane’s CBD. Additionally, residents enjoy access to a private lounge, a state-of-the-art gym, and multilevel BBQ and dining facilities.

The management team at Southpoint sought to enhance this luxury experience by partnering with Greenplate. Their mission: upgrading the BBQ facilities from gas powered units

to energy-efficient Greenplate BBQs. The transformation included custom bench skirts that seamlessly fit the space vacated by the previous BBQs.

A notable addition was the Above Bench Housing, combining aesthetics and functionality by eliminating the need for extensive cabinet

door replacements. The BBQ’s switch and instruction label were thoughtfully positioned at the front, under the cooking plate.

To further elevate the outdoor spaces, Southpoint opted for Hinged BBQ Covers. These not only protect the BBQs from the elements but also enhance the visual appeal of common areas.

The result? A BBQ facility that exceeds efficiency standards while adding sophistication to communal spaces. Residents can now relish outdoor dining with Brisbane’s CBD as a picturesque backdrop.

Greenplate’s energy-efficient BBQs and custom solutions have heightened the allure of Southpoint’s appeal. Their commitment to transforming outdoor spaces continues to contribute to the success of businesses like Southpoint.

Experience the Greenplate difference. Elevate your communal cooking spaces today.

For more information contact: Greenplate call 07 3245 3008, email info@greenplate.com.au or visit www.greenplate.com.au

The Ascott Limited, Australia: Fostering positive change, unity & inclusion in hospitality

By Mandy Clarke, Editor

This issue, it’s a pleasure to talk with David Mansfield, the warm, approachable, and highly successful Managing Director of The Ascott Limited, Australia. David’s impressive career spans more than three decades in senior corporate and strategic roles across six countries within the hospitality industry.

I’m keen to learn the story behind his return to Australia. David's journey has taken him around the globe, but he started in familiar territory. Born in Tamworth and raised on the sunny Gold Coast, he ventured into leadership roles worldwide in prestigious properties.

“When our daughter was about to reach high school age, my wife and I made the hard decision to permanently return ‘home’ to Melbourne Australia to off er more family stability,” David said. “On return, I had a nerve racking four-month career break. It was difficult because I have always been so career focused, but on reflection it was perfect as it helped us sett le back into the Aussie lifestyle and our kids sett le into school.”

In 2019, David embarked on a new chapter, joining Quest Apartment Hotels as Chief Operating Officer (COO).

Shortly thereafter, a period of transition saw leading global lodgings provider, The Ascott Limited acquire this familyled business model. David assumed the role of Managing Director for the Australian

arm - The Ascott Limited, Australia (Ascott Australia).

“The biggest att raction for me was the chance to learn about the franchise model. It was a new discipline, and I could add value to the corporate side of the business,” David said.

“Now it all feels very natural to me. In a managed hotel you can

tell the GM what to do but with a franchise model you need to build relationships and trust is very important. If you don’t have trust, you have nothing.”

Taking on his leadership role at the onset of the pandemic presented challenges. David acknowledged the difficulties but also described this period as one of the most exhilarating

in his career. “It challenged the hard wiring of my brain on so many topics that I never thought I would change my position on,” he said.

The pandemic off ered the Ascott Australia leadership team the opportunity to 'stepup' and guide Quest franchisees through the uncertainties.

As they weathered the storm together, they re-evaluated their business model, which is now stronger than ever.

David considers the pandemic a significant catalyst for positive change and growth.

"We looked at our purpose, vision, mission, and revised values, and we put them in place on the back of all the change. The rest is history,” David said.

“The pandemic gave us the opportunity to look in the mirror and see where we were not doing well. We fi xed our shortfalls, and we will not forget the lessons of the pandemic.”

Strategic and sustainable growth is now the driver of Ascott Australia's plans. The company is determined to increase the number of Quest properties in Australia from 121 to 200 by the end of the decade. Additionally, it is expanding the newly introduced Citadines brand to almost every capital city in Australia. Ascott has also acquired the rights to own and operate Oakwood, with plans to expand this brand in CBDs and suburban areas.

What excites David the most though, is the opening of the groundbreaking lyf Collingwood. This brand takes an innovative approach to co-living, with careful consideration given to the needs of the modern digital nomad. lyf revolves around

Citadines, Walker Street, North Sydney

the concept of communal and flexible living, off ering more than just a place to stay. lyf Bondi Junction is already under construction and set to welcome guests late next year and David revealed there are plans for another lyf in Sydney, near Darling Harbour, with three more locations under consideration.

"It's safe to say that the lyf brand is truly coming to life (pun intended)," David added. Modern travellers, especially digital nomads, David said, seek more than just accommodation. They yearn for an experience, a sense of belonging, and a space that adapts to their unique lifestyle. The expanding lyf portfolio is designed to meet these needs, off ering a new and exciting way to live and connect with like-minded individuals.

David underscores Ascott's commitment to making a positive impact in the communities where they operate. He emphasises their focus on serving the community and putt ing customers first.

As the Managing Director, David recognises that he answers to all stakeholders and must uphold the highest standards of ethics and integrity and inspire those around him to do the same.

“We approach every decision through a lens of empathy,” he told me.

Reflecting on his own accomplishments, David said navigating Quest

Apartment Hotels through the pandemic was “a career highlight of all highlights”.

He values being part of the Accommodation Association of Australia’s amalgamation process. After recently attending the HICAP summit, David said he was particularly impressed at how unified the industry is now, especially compared to the pre-COVID era. “A refreshing change in the industry is palpable since COVID," he said. "There is more of a focus on equality, diversity and leadership which has brought about positive change.”

Importantly he is very proud of Quest Apartment Hotels’ partnership with Accessible Accommodation and the work underway to improve accessibility throughout Quest properties and the design of all future developments. He is animated when he speaks about the work being done to meet the needs of guests with disabilities and said it will “not just meet mandatory requirements but far exceed them”.

What continues to motivate David is the network of business owners who rely on The Ascott Limited, Australia to deliver their vision every day. “It gives me joy to be able to look our people in the eye and say we adhere to the values we set,” he said.

When it comes to eff ective up-and-coming leaders, David explained it is important for them to have the right values

and a strong commitment to the core vision. He believes in retaining the right people in the business and introducing others who share these values.

David revealed he draws inspiration from his own children and is "inspired to ensure the fruits of this industry can be enjoyed by the generations that follow”. In his downtime, David immerses himself in new cultures. He's looking forward to an imminent trip to Japan with his family

and speaks highly of a recent thrilling experience in Uluru. And when he's a guest, David humorously said he judges the quality of a hotel by the quality of wine served by the glass at the bar.

Looking towards the future, David told me he is excited about the path ahead, he firmly believes that Ascott is truly making a diff erence and that an incredible journey is only just beginning.

Quest Geelong

David Mansfield

A decade of growth and building a legacy

By Mandy Clarke, Editor

AccomNews sat down with James Shields, General Manager of Growth & Capital Strategy at The Ascott Limited, Australia (Ascott Australia). With 20 years’ experience in global corporate finance, James holds a key role in shaping the group's capital and integration strategy and is instrumental in driving transformative development initiatives.

James's journey into the accommodation industry is rooted in a conversation with a former colleague who was working at Quest Apartment Hotels, a key brand within the Ascott Australia portfolio.

“I was intrigued by the business. It was in an interesting sector, and it had a great growth story,” he said. A decade later, James reflected that “it’s all about the people”, the hospitable and diverse tapestry of characters and personalities he has met in the industry.

The accomplishments of Quest Apartment Hotels, James believes, is thanks to the dedicated team effort that has delivered more than 60 apartment hotels and supported franchisees through challenging periods.

“Professionally the most rewarding time was us bunkering down as

a leadership team and getting behind the franchisee network and working with them to successfully endure COVID through to the best possible position when we emerged,” he said.

“It was a collective effort, which included managing a rental bill of $300 million, and resulted in a resurgence in demand and the delivery of new projects, such as the recently completed 252-room Citadines property in North Sydney.”

The resilience of Quest Apartment Hotels he attributes to the focus on serviced apartments tailored to longer stays, reducing reliance on the inbound international market. The strong franchise system means franchisees feel supported and are heavily invested in the group’s success.

Now, Ascott Australia is successfully implementing its expansion strategy. “Quest’s focus is on regional, subregional, suburban, and inner suburban locations. This plan is complemented by Ascott's brands, such as Citadines, Ascott residences, Oakwood in inner CBD locations, Citadines Connect in major transportation hubs, and the lyf co-living products. He said: “The goal is to grow Quest's presence in its target locations and increase the Ascott Australia managed estate brands’ presence in Australia from nine apartment hotels to 30 by 2030.

“The synergy between Quest locations and our other brands’ CBD focus has filled a void and creates natural complementarity.”

During James’s tenure he has seen the company change and develop. The most significant transformation over the past ten years, James said, has been the adoption of an ethos that is genuinely embraced by all.

“The values of alignment, understanding, ongoing relationships and personal best are underpinned by mutual respect. This has translated into improved staff retention and recognition as one of the best places to work. The culture encourages individuals to be themselves and excel, it’s a testament to the leadership team's vision and commitment to creating opportunities for everyone.

"Attracting and retaining the right people, and then providing them with the support they need to thrive is important.

“Investing in learning and development and offering global opportunities are key retention strategies. Ascott's recognition of talent and empowerment of its employees has played a crucial role.”

Looking ahead, James is excited about fully capitalising on the company's growth pipeline. He envisions opportunities for consolidation in the market, including potential amalgamations with other operators.

“There is also a big untapped market to cater to guests with accessible needs. I am passionate about this, and we are committed to creating even more accessible accommodation as a team," he said.

“As work-from-home trends challenge commercial real estate, accommodation properties are in a prime position for growth. Despite construction challenges and rising costs, higher room rates and increased occupancy levels make this sector a very strong contender for expansion.”

Optimistic about the future of Quest Apartment Hotels, the entire Ascott Australia portfolio, and the broader accommodation sector, James is convinced that now is its time to shine.

Quest Burwood East

James Shields

lyf Collingwood - Accessible One of a Kind Plus

Nightcap Hotels poised to launch in 12 more locations

By Sarah Davison, Industry Reporter

Nightcap Hotels, owned and operated by ALH Hotels, the hospitality arm of Endeavour Group, has emerged as a leading provider of accommodation throughout Australia. Its remarkable growth in an intensely competitive sector, particularly in the face of challenging times, is outstanding.

In 2023, Nightcap Hotels reached a significant milestone with 79 properties under its belt and is set to open its 80th location by the end of the year. Notably, it’s also gearing up to welcome guests in 12 new locations, strategically positioned in suburban areas of Perth, Sydney, Melbourne, Adelaide, and Brisbane.

One of the distinguishing features that sets Nightcap Hotels apart is its unique concept – with all properties strategically located adjacent to pubs. This clever arrangement offers guests a more vibrant and social experience, with easy access to delectable meals in the bistro, live entertainment, and, of course, a refreshing cold beer.

Brett Salter, Head of Accommodation at ALH Hotels, firmly believes that the core of Nightcap's ongoing success is putting the guest at the centre of the accommodation experience.

He said: “We've made it our mission to create a fun and allencompassing hotel experience where our guests can enjoy the convenience of having everything they need in one place. Our rooms are designed by travellers, for travellers.”

The Nightcap brand comprises of three distinct labels: Nightcap Hotels, Nightcap Plus, and Nightcap Social. Despite their

differences, each label adheres to the same fundamental formula: Everyday Value + Comfort + Modern Design + Fun = A remarkable accommodation experience. Every new Nightcap

Hotel is meticulously renovated, ensuring that guests can genuinely savour the best of the hotel’s surroundings.

As Mr. Salter explained: “When

renovating, we incorporate elements from the adjoining pub, local area, and history into the design, giving each Nightcap Hotel a unique ambience that resonates with our customers.”

The Brook by Nightcap Plus. Images supplied by ALH Hotels

Nightcap Social

Launched in 2021, it takes the cherished elements of value, comfort, and design from Nightcap Hotels and introduces them to picturesque beach and gateway city locations. As the name suggests, this brand is tailored for social butterflies, with shared lounge spaces that encourage guests to mingle and connect.

Nightcap Plus

Introduced in 2020, it brings exceptional value and modern comfort to destination locations. Off ering more spacious rooms and upscale designs that cater to a more discerning modern traveller, this brand continues to impress.

The latest addition to this portfolio, The Brook by Nightcap Plus, opened its doors on September 18, 2023, in Brisbane's North West and it’s a real showstopper!

This property, born in 1966, boasts strong ties with the local community, having served as a meeting point for The 8th Batt alion, Royal

Australian Regiment (8 RAR) in the 1980s and a support base during the 2011 floods. By joining the Nightcap Plus family, The Brook Hotel is set to become an integral part of the local community for decades to come.

With 40 rooms ranging from studios to apartments, guests can work, relax in the lobby lounge, exercise in the gym, and start their day with a hearty breakfast. To top it off, there's

Bev Martin Textiles: Hospitality linen supplier since 1971

no better way to wind down than enjoying a drink under the shade of the 80-year-old Moreton Bay Fig Tree at The Brook Hotel.

For those seeking accommodation in Victoria, Nightcap at Morwell, located in the heart of the Latrobe Valley, off ers 19 comfortable motel units. Each unit is equipped with free wifi, air conditioning, tea and coff ee making facilities, a bar fridge, ensuite, and a TV. Guests are also invited to enjoy the hotel facilities, which include a bistro, a children's indoor playground, and an outdoor undercover deck and beer garden.

In South Australia, Nightcap at The Rex stands as a centrally located gem, merely 3 km from Adelaide Airport and 2 km from the Keswick Train Terminal. The hotel boasts 17 studio rooms, complete with comfortable beds and ensuite bathrooms. Additionally, all rooms feature smart televisions, tea and

coff ee facilities, a mini fridge, and complimentary wifi.

Another South Australian gem, Nightcap at The Empire, situated in the Adelaide suburb of Kilburn, embodies the quintessential local pub experience. With friendly service in a warm and welcoming environment, along with a wide selection of ice-cold beer, cider, wine, and spirits, it's the perfect place to unwind and socialise.

At the heart of the Nightcap guest experience lies modern comfort and convenience, harmonising with the unique elements that capture the authentic spirit of the neighbourhood. In addition to enjoying the modern and welcoming rooms, central locations, and bespoke design elements, Mr Salter emphasised that the unwavering commitment to the guest experience is the linchpin of Nightcap Hotel's ongoing success. P20

We have been working successfully together for the past four years, supplying our high-quality pillows, quilt, ma ress & pillow protectors, blankets & quilts. We are looking forward to working with Bre Salter and the entire ALH team, as we all move into the future.

We can also o er in our collections, bed linen that includes flat & fi ed sheet, top sheets, quilt covers, ma ress toppers, bath linen, pool towels, table & kitchen linen, bathrobes & slippers.

All our products are designed to suit our hotel industry.

Our sales o ce & warehouse are in southwest of Sydney. Please contact us if you would like any further assistance with any of our products.

For more information please contact Bev Martin Textiles on 1800 4 LINEN, email: sales@als.net.au or visit www.als.net.au.

Bev Martin Textiles are proud to be a preferred supplier to the ALH Group.

Image supplied by ALH Hotels

Setting new industry standards with guest facing technology

RMS Cloud takes great pride in its ongoing partnership with Nightcap Hotels as it celebrates a remarkable milestone of 79 nationwide locations.

Nightcap Hotels has always been a leader in delivering enduring guest experiences, and their unwavering commitment to the industry has been a driving force behind their success. As we eagerly anticipate the upcoming launch of the Nightcap Plus property, The Brook by Nightcap Plus symbolises a promising future for the collaborative partnership, setting new standards for guest experiences together.

“We extend a big congratulations on the success of another location within the ALH Hotels Portfolio, which now includes

117 accommodation locations across the country (and growing). Our collaboration with Nightcap Hotels has been marked by positivity and synergy, making it a truly exceptional partnership”, says Stephen Martin, Chief Sales Officer at RMS Cloud.

RMS’ suite of innovative products plays a pivotal role in supporting the success of the Nightcap hotels. The Guest Portal, a cornerstone of RMS technology offerings, empowers guests to manage their stays seamlessly. Guests can engage with contactless document uploads, submit personal requests, and check in before arriving at the hotel . The user-friendly interface is designed for easy smartphone access, handing the controls over to guests while allowing staff to focus on attending to

guests’ needs. RMS’ secure, customer-centric technology enables Nightcap Hotels to deliver lasting guest experiences while streamlining operational efficiency. In a dynamic industry where automation and contactless technology are becoming increasingly essential, RMS has consistently delivered cutting-edge solutions for the Nightcap Hotels.

Guests are encouraged to log in to the RMS Guest Portal via customisable Triggered Correspondence, which completes guests’ check-in before arriving at the hotel. This combination allows Nightcap Hotels to automate guest communication, data collection and in some cases, payments, all of which help to streamline the guest check in process and eliminate

administrative tasks. The take up of pre-check-ins for Nightcap Hotels now sits at 30% of all arrivals. Speeding up the check in process.

“It is important to capture snippets of guest data and remove manual tasks for your staff to reduce the check-in time or, even better, eliminate it,” says Martin. “By doing this simple step, Nightcap Hotels instantly elevate the guest experience”.

Our partnership with Nightcap Hotels extends beyond technological features into delivering tangible, exceptional guest experiences. It’s about co-creating genuine guest experiences and setting new industry standards. Working alongside the recent development The Brook by Nightcap Plus has been an enriching experience for RMS.

P18

“Thousands of reviews have inspired and informed our convenient pre-check-in service, our Nightcap beds, strategically placed USB charging points, our signature rain showers, not to mention our unique interior designs tailored to each hotel and destination," Mr Salter said.

“Our everyday value and inclusions continue to surprise, fostering guest loyalty. It’s the litt le things like off ering a complimentary welcome drink per-person, free bott led spring water, a ten percent dining discount during your stay, and

fast, free wifi that keeps guests returning time and time again.”

The ambitious expansion of Nightcap Hotels across Australia reflects their goal to surpass 100 locations, delivering precisely what Nightcap travellers desire - a thoughtful and memorable experience where they can dine, drink, socialise, and stay, all in the best locations across the country. Their aspiration is to become the number one hotel group for value-conscious travellers nationwide, and they are well on their way, proving that a brand that didn't exist just four years ago can achieve remarkable success.

The Brook by Nightcap Plus. Images supplied by ALH Hotels

NoVacancy Hotel + Accommodation Industry Expo 2023

Expo smashes records and expectations

APAC’s premier hotel and accommodation industry expo

NoVacancy surpassed all expectations in 2023, with a record-breaking 5839 attendees flocking to explore the latest industry developments.

Boasting a 24 percent increase year-on-year from the core audience - hotels, accommodation, hospitality, real estate, and investmentNoVacancy Expo reinforced its position as the mustattend event for the hotel and accommodation sector.

From August 31 to September 1, industry leaders from across the Oceania region came together at the International Convention Centre Sydney to explore the industry's latest innovations and gain insight into what lies ahead for 2024, and beyond.

Reflecting on the event's significance, Sarah Derry, CEO, Accor Pacific said: “We have to be here as the largest accommodation provider in this part of the world.”

An unprecedented 24 percent of attendees travelled from interstate or internationally

with major international players in attendance, showing the strength and vibrancy of the sector in Australia.

Jerry Schwartz, Director, Schwartz Family Co said: “NoVacancy is such an important event for all of my hotels. I attend every year and so do all of my staff.”

Nick Ellis, Director of Innovation & Technology, Salter Brothers Hotel Management Company said: “It’s the one event each year where we get everyone in the room, all of the suppliers and the industry.”

This year, Australia’s largest accommodation industry event saw:

• Core attendance growth of 24 percent;

• Highest ever interstate and international attendance, 24 percent from outside NSW;

• 70 percent of exhibitors rebooked on-site for the September 2024 event; and

• The successful launch of the Sustainability Zone, the Hotel Technology Zone, the Women in Accommodation Breakfast, and the Young Hotel Leaders’ Summit.

All images courtesy of the NoVacancy Hotel + Accommodation Industry Expo 2023

Proud Event Manager, Matt Gatfield said: “To see this level of year-on-year growth and the depth of senior leaders, procurement teams and department heads further cements the position of NoVacancy at the heart of the hotel, accommodation, and hospitality sector and the strength of the industry overall.

“From the moment the doors opened on Thursday morning the expo floor was buzzing with energy as visitors discovered products, had deep conversations, and made new connections –this carried right through the entire duration of the event.

“It is such an honour to be part of this industry and the passion, commitment, and drive from business leaders and their teams has given us so many great ideas for next year.”

Meaningful connections were created through two new dedicated networking events. The Women in Accommodation Breakfast where inspirational female leaders from the likes of Accor, IHG Hotels & Resorts, Ovolo, Langham Hospitality Group and Crystalbrook shared their experiences and discussed topics including challenging the status quo and overcoming diversity.

Meanwhile, the Young Hotel Leaders’ Summit created an environment for emerging talent to come together to forge relationships and gain knowledge that will further enhance their career. Over 270 suppliers showcased their products and services over two days and over 130 industry leaders shared their wealth of knowledge as part of the education sessions at the event.

On his experience Shane Jolly, General Manager, The Langham Sydney said: “I can

see everything from coffee to bedding, to technology, all under one roof. It’s the place to meet peers, have conversations, and be inspired every year”.

Exhibitor, Peter Deveny, Group Commercial Manager, AH Beard said: “It’s a no-brainer for us, we’re here every year. We get exposed to new customers, and to renew relationships with those we know. If you’re serious about this industry, you need to be at NoVacancy.”

The 2023 edition saw the successful launch of the Sustainability Zone, where companies showcased the best in sustainable technology and practices to help accommodation properties reduce carbon emissions and improve energy efficiency. The newly launched Hotel Technology Zone put on show the latest tech for in-room guest experience and operational efficiency including cleaning and services robots, AI chatbots, software to drive direct bookings, and much more.

This year's event was a hub of knowledge, particularly with emerging technologies that are crucial for hoteliers looking to stay ahead of the curve. The appetite for knowledge and learning was greater than ever, with all sessions packed out many were standing room only, again showcasing NoVacancy Expo as a valuable resource for the sector.

Now the NoVacancy team has its sights set on 2024, and if past success is anything to go by, next year promises to be even bigger and better.

Save the data for NoVacancy Hotel + Accommodation Industry Expo 2024, from September 18 to September 19, 2024, at the Convention Centre Sydney.

Image courtesy of the NoVacancy

Image courtesy of the NoVacancy

Automation, payments and contactless tech steal the show

NoVacancy Expo & Conference 2023 hosted a fantastic event that brought a fresh take on trends, tech, and leadership to the hotel and accommodation industry.

RMS Cloud was in the mix as a key exhibitor for leading PMS technology.

The national expo and conference aimed to get everyone talking about exciting new topics and sharing gamechanging strategies to boost industry growth and customer satisfaction –and the RMS Cloud team did exactly that.

RMS Cloud’s leadership team immersed themselves in the event, mingling with a wide

range of accommodation providers who attended from across the nation.

Stephen Martin, Chief of Sales at RMS Cloud, said, “I couldn’t have asked for a better platform than this event to engage with both current and future customers as well as our valued partners.

Throughout the conference, I observed a pronounced shift towards contactless and automated solutions, which aligns with RMS’ expertise. Participants were seeking technology to evolve operations by removing manual processes. “It genuinely excites me to see our company poised to meet this positive demand and give properties the tools they need to create more operational efficiencies,” said Martin.

The event buzzed with anticipation about what’s next in the accommodation world.

From automation to hightech guest experiences and contactless solutions, RMS had a blast showing off its latest enhancements and partner integrations that make the guest experience smoother than ever.

Among all the conversations, “RMS Pay was the hot topic”, said Duncan Waterman, Business Development –Payments at RMS Cloud.

The discussion around payment solutions got the most attention and appeared to be one tech enhancement the industry has been craving. “RMS Pay is our newest technology that connects guests with the

current payment methods on the go while giving operators a secure payment option that gets them paid faster”, said Waterman.

The high-demand payment gateway is taking the industry by storm with its seamless integration. Waterman vouches for “a win-win for both the guest and property owners. They can both benefi t from a streamlined solution.”

The two-day extravaganza drew thousands of delegates, creating an atmosphere of overwhelming positivity. The conference was a success for the RMS team, and we look forward to attending next year’s conference.

Your full service provider of Hospitality solutions

that have been negotiated over the past ten years as HoneyBadger Technologies/ Simplifi Solutions and will continue with this merger to ensure the best possible outcome for your property.

Guests expect seamless access to entertainment and technology at their fingertips and SiLANT delivers this and more.

SiLANT’s mission is to develop innovative, high-quality solutions for the hospitality industry. From development and implementation through to integration with property management systems and in-room guest entertainment, convergent networks, WiFi, security, and social media.

SiLANT has superior vendor and tier-one partner relationships

SiLANT Guest Experiences

Trusted by major hotel brands, our hospitality solutions provide seamless guest experiences via a wide range of capabilities. From design, implementation, integration with Property

Management Systems, through to in-room guest entertainment with Google Chromecast, to security and social media.

SiLANT Networks

Increasingly, more and more technologies in hotels need to be supported by well designed and managed networks to ensure cohesive experience for guests. As a foundation for IPTV, VoIP or smart services, SiLANT can build bespoke networks to meet your property’s needs.

From remote properties in central Australia to hotels in major cities, the team will work with you to deliver the very best in a fully managed converged network and WiFi systems. We are Tier 1 Hospitality partners with Ruckus and ANTLabs, multiple award-winning technology solution providers.

SiLANT are a premier hospitality technology provider to global hospitality brands, ownership groups, and independent operators, as well as hospitals, mining camps, aged care institutions, and student housing.

Our commitment to your bottom line through innovation, unforgett able guest experiences and dedicated service has always been and will continue to be SiLANT’s priority.

Salto Systems

Swisstrade

Vintech

ResortBrokers

SiLANT (HoneyBadger)

Tourism Brokers

Weatherdon

Routine on-site maintenance Reducing cleaning downtime

Our experts provide routine on-site maintenance to keep your machine operating

With our expert maintenance, you reduce downtime and your machine and be

In-person education & training

On-site training for you and your staff ensures your new machine is used as

documentation and which staff members can operate the machines

Upgrade the guest experience all in one place

Hotel guests are becoming more au fait with digital compendiums in their room, either on tablets or on the television itself. There are huge benefits to integrating all hotel information and concierge services on the TV alongside guest entertainment.

Enhanced Guest Experience: By providing comprehensive information about the hotel’s amenities, services, local att ractions, and reward programs directly on the TV, guests can easily access and explore what the hotel has to off er. This improves the overall guest experience, making it more convenient and enjoyable.

Increased Efficiency: Having essential information and concierge services accessible on the TV reduces the need for guests to call or visit the front

desk for basic enquiries. This helps streamline guest services, freeing up staff time for more complex tasks and improving overall operational efficiency.

serve as a direct communication channel between hotel staff and guests. Hotel staff can directly message guests lett ing them know about special off ers available or checkout times enabling hoteliers to keep guests more up to date.

entertainment experience that guests won’t get from any other platform in Australia.

The Business iQ provides guests with three options for how they want to watch TV:

Revenue Opportunities: The TV platform can serve as an eff ective medium for promoting hotel amenities, services, special off ers, and the hotel’s loyalty or rewards program. By providing a more convenient and accessible booking option via the TV, such as adding QR codes to the hotel’s restaurant or spa booking facilities, hotels can increase revenue from additional bookings and services.

Seamless Communication: Interactive TV systems can

Cost Savings: Providing information through the TV system can reduce the need for printed materials like brochures, menus, and guides. This helps hotels save on printing costs and contributes to their environmental sustainability eff orts.

Live TV: A huge selection of entertainment, movie, sport, news, documentary, music and kids channels for viewers who want to easily find something to watch from a schedule they are used to at home, or if they want to watch breaking news, live sporting events or awards shows in real-time.

On Demand: Foxtel off ers an extensive On Demand library with over 20,000 hours of movies and television shows for viewers who want to browse and watch something specific.

The Foxtel Business iQ provides a customisable platform for hoteliers to add their branding, information and concierge services alongside a premium

Casting: The Business iQ has an in-built Chromecast which is simple for guests to access and enables them to view their own content from their tablets or mobile devices on the big screen in the room.

The convenience of having the digital compendium plus the premium entertainment experience all in one place is why over 18,000 hotel rooms across Australia already have the Foxtel Business iQ installed. Give your room an instant upgrade today with Foxtel’s Business iQ. Call 1300 792 883 or visit Foxtel.com.au/biq

VingCard locks: A total set of lock system solutions

Designed according to the most demanding ANSI grade 1 standards, VingCard’s electronic locks are tested to more than 1 million openings. Based on a heavy-duty mortise lockcase and a solid escutcheon, the lock is as solid as it is secure. Stainless steel handles fastened on the inside of the escutcheon with self-lubricating long life bearings ensure maximum security and a true quality touch and feel.

The modular construction makes it easy to change and service parts without changing the complete lockset. Due to our future-proof philosophy the lock soft ware can be upgraded in the field at any time when needs change without changing or removing any hardware.

Mobile access – A better guest experience

Unique user experience

Mobile Access offers guests a whole new hotel experience. Depending on the solution deployed they can reserve and book their room using their mobile phone or device. They can then use the phone to check in and check out.

Increased loyalty and profitability

Mobile Access technology facilitates one-toone communication with the hotel guests, ultimately driving

customer loyalty and revenue. Together all the benefits of Mobile Access lead to enhanced hotel image and guest loyalty. This, creates more efficient operations that reduces cost driving revenue, improved profitability and increased competitiveness.

Skip the front desk - No queues

When guests arrive, guests can go straight to their room using their own smartphone to open the door. No need for keys or keycards. There is no need to wait in a queue at the front desk after a long journey. This seamless experience is secure, convenient and saves everyone time.

Engineered using a combination of advanced security and guest enhancing technology, there’s more than one reason why VingCard Novel represents the future of electronic locks for hospitality. VingCard Novel is an aesthetically attractive product with modern and powerful electronics that is ready for enabling our Mobile Access and online technology when our customers require it. With sustainable manufacturing materials, reduced weight and packaging volume, plus an optional charger for battery-free operation, VingCard Novel takes its responsibility of protecting the environment seriously.

Allure

VingCard Allure is a designers’ dream. Unique design and exceptional features make Allure more than imagined. Its appearance is not like traditional locks and it is more flexible than ever before. Appearance and functionality can now be chosen based on specific needs and desires for the property.

Both Allure Grand and Solo support Mobile Access and can be ready to use simply by adding our BLE module.

Essence

VingCard Essence revolutionizes the electronic lock industry by housing all lock components, including the reader and mobile access board, inside the door. Reaching the maximum minimalistic expression, it is the true essence of an elec¬tronic lock. VingCard Essence is always delivered as Mobile Access ready. With the Mobile Access board included inside the reader, your property is ready for using mobile phones as guestroom keys when¬ever needed.

For more information on these and other products and services we have on off er please contact ASSA ABLOY Global Solutions Australia on 1300 796 233, email: australia@assaabloy.com or visit https://www.assaabloyglobalsolutions.com/en/hospitality-solutions

Novel

VingCard Doorlock Product Spotlight

Reimagining Security

At ASSA ABLOY Global Solutions, we’re dedicated to re-imagining how people move through their world – and as the world leader in hotel security technology innovation for over 40 years, we secure millions of hotel rooms around the globe with our industry-leading brands, VingCard and Elsafe. With integrated software platforms, as well as advanced mobile access and location solutions, we help our customers enhance the hotel guest experience while maximizing security and improving operational efficiency.

Tel.: 1 300 796 233 assaabloygobalsolutions.com

au.globalsolutions@assaabloy.com

Mobile Access Self-Service Kiosks VingCard Locks Elsafe Safes Energy Management Minibars

The global leader in door opening solutions

How AI will affect paid search for hoteliers?

By Valentina Suarez, Digital Media Supervisor, Cendyn

Artificial Intelligence or AI, is already making a huge impact on a variety of global industries, including hospitality. Google has already seen success with their own AI implementations, including their fully AIpowered Performance Max ads, which have seen ‘on average over 18 percent more conversions at a similar cost per action’ versus other paid search ads.

A separate case study by Google found that India’s travel booking engine, Goibio, saw a 25 percent increase in hotel transactions with Smart Bidding, with a 22 percent lower cost per conversion rate for non-brand paid search campaigns.

With any new innovation, adopting AI into your tech stack requires understanding how and where this evolving technology can help your business, while also understanding the areas that need improvement and may become more helpful down the line. To help you learn how AI is improving digital marketing strategies such as paid search this article outlines everything you need to know and what to expect as this technology continues growing in usage and importance.

How can AI help with keyword research?

AI, particularly tools like BARD, can be an incredible asset for

AI-powered automation can streamline repetitive tasks

optimising your keyword research. These tools can analyse vast amounts of data, including search trends, user behaviour, and competitor strategies, to identify high-potential keywords. AI algorithms can uncover valuable insights that might be missed through manual research alone. By leveraging AI, hotels can optimise their keyword strategies, target relevant keywords with high search volumes, and improve organic search visibility.

How can voice search optimisation be accomplished with AI?

AI plays a crucial role in voice search optimisation. By analysing voice search queries and understanding the conversational nature of voice searches, AI tools can provide insights into user intent and long-tail keyword usage. With this information, hotels can optimise their website content to align with voice search queries.

AI-powered content generation can help create natural, conversational content that is more likely to appear in voice search results, improving hotel website visibility and driving targeted organic traffic.

How can technical website errors be fixed using AI?

AI can assist in identifying

and fixing technical errors on websites. AI tools can crawl websites and detect common technical issues such as broken links, duplicate content, and slow page load times. By leveraging AI algorithms, hoteliers can quickly pinpoint these errors and provide recommendations for fixing them. Additionally, AI-powered monitoring can help detect and address technical issues in real time, ensuring a smooth and error-free user experience.

AI tools can also identify and fix structured data gaps by generating compatible JSON codes for hotel services. This improves search campaign performance and helps hotels excel in SEO by implementing schema data effectively.

How can AI help with marketing strategies around paid search?

AI can greatly enhance marketing strategies by providing datadriven insights and automation. AI tools can analyse large datasets to identify trends, customer behaviour, and patterns. This information can guide the humans creating the marketing strategies, including content creation, audience targeting, and campaign optimisation.

AI-powered automation can streamline repetitive tasks, such as email marketing, ad targeting, and social media scheduling – allowing

marketers to focus on strategic planning and creative initiatives.

Why is targeting brand keywords with AI important?

Targeting brand keywords with AI is crucial because it helps establish and maintain a strong online presence for hotels. AI tools can analyse brand sentiment, monitor online mentions, and provide insights into customer perceptions. By targeting brand keywords effectively, marketers can ensure that hotel websites appear prominently in search results when users search for their brand name. This not only increases brand visibility, but also helps reputation management and driving targeted traffic to websites.

AI’s ability to analyse and respond to brand-related data allows hoteliers to tailor their marketing strategies and enhance their brand recognition and online reputation.

How to get the most value out of AI?

As AI continues to evolve, it’s important to stay up-to-date on the latest strategies and best practices for your paid search campaigns, as well as understanding that AI is a tool that leverages human expertise and is not a replacement for that expertise.

Getting the most value out of AI’s many capabilities still requires marketing experts that can unlock the platform’s full potential while also understanding your unique brand and audiences. At the end of the day, it’s the human element that will ensure your campaigns are actually connecting with current and future guests.

Would you pay someone to rob you?

Whenever the words Data Security are mentioned, our minds generally turn to images of hackers or phishers, the malicious actors who stalk the internet to steal personal details to sell on the dark web. However, they are not the only ones keen to get their hands on your data, especially in the hospitality space. There are numerous others who could be operating alongside you in your business, whose services you are likely paying for, who may be using or capturing your data for their own financial benefit without your knowledge.

Let me provide a few broad examples of how you may innocently place your business at risk, simply by not choosing the right provider for some of the services you require.

Many accommodation business owners, especially in the management rights space, engage third party companies to handle their marketing services. On the surface this is a great idea and providing the return on investment can be measured and demonstrated, it’s the way to go. However, how comfortable would you be if you discovered the marketer you had engaged for your business marketing, also owned a similar business to yours? Or perhaps even operated an outside letting business in competition with businesses such as yours?

Sylvia Johnston Senior Executive, HiRUM Software Solutions

Would you see this as a conflict of interest in your own business? Would you have engaged them had you known, or would you have chosen an alternate provider? Likely it would never cross your mind to check this, see how easy it is to introduce hidden risk into your business? Likewise, with something as innocent as a PMS. If your PMS doesn’t have inbuilt marketing and communication tools, does it at least provide you with the opportunity to choose from a variety of third-party integrated marketing tools such as Hubspot, Brevo, etc. or are you only exposed to one? Are you the person to register the account or is it automatically created for you “as part of the package”?

If for example Mailchimp is the only one on offer to you, and you aren’t required to register it yourself, could this be because the account is a corporate account registered to the PMS provider themselves, who is collectively sharing it across their client base? Has this been disclosed to you?

Where this creates a large risk for you is if the third-party provider suffers a data breach. If you’re using the tool under a PMS providers corporate account, likely you’ll never be contacted should the third-party fall victim to a cyber event. Whereas if you have signed up directly with the provider, they have an obligation to advise you of any such occurrence. If we continue with the Mailchimp example, they unfortunately suffered their third cyber incident in under 12 months earlier this year. All direct clients were alerted and received full details of the issue, whereas those using it via a thirdparty are reliant on this party informing them of the details. This places your business under risk as you may not be able to alert your own clients, whose credentials may have been compromised during the breach. Wouldn’t you want to know if your details had been inappropriately accessed during a cyber incident?

As you can see, it’s not always obvious that we could be innocently placing our businesses at risk simply by not choosing the right providers for the products and services we need to use in our daily tasks.

Lastly, we should cover the topic of data value as many people have no idea how valuable their data is. Not only to themselves, but to third parties who legitimately buy data from other organisations to enhance their products in market, making their own offering even more valuable.

When choosing your business solutions, take note of whether you are being offered a discount simply because you are a client of another provider. For example, a marketing company might offer you a discount because you use a certain PMS, or a PMS provider might offer you a 50 percent discount because you use a specific marketing company. A POS reseller might offer you a cash register at no cost to use their cloud solution for your restaurant bookings.

In my experience, when something seems too good to be true, it generally is. Stop and ask yourself what might be in it for any provider offering these deals, especially if they have access to any of your sensitive or statistical data that could be valuable to someone else.

If this provider has access to your key data, perhaps rethink who you’re signing up with. There can be a very grey area as to who owns the data you create during your everyday business, especially with cloudbased products. Traditional cloud-based products generally hold all the data from all their users within one overarching shell, rather than within one individual shell per client. The last thing you need is to find your data is being sold to a third party by a provider who believes your data is rightfully theirs to sell simply because it lives within their cloud product.

Remember, your data is one of the top three most valuable assets of your business, protect it at all costs!

© Adobe Stock, stock.adobe.com

Hotel investors turn to revenue management technologies to improve asset value

IDeaS recently released a major new research report for Australian hoteliers.

The report, “Unlocking Hotel Performance: The Power of Revenue Management Technology Today,” includes key insights into how hotel investors view revenue technologies, the role of artificial intelligence in hospitality, and how technology is reshaping the commercial landscape for hospitality organisations.

Key takeaways from this research project include:

Technology is central to improving hotel asset value

Of the investors surveyed, all respondents said technology is either “somewhat important” (20 percent) or “very important” (80 percent) for maximising hotel revenue. While this alone might not be a surprising datapoint, it shows smart investors are acutely aware of how technology tools can be used to positively impact their properties’ bottom lines.

Perhaps more telling, however, is that all respondents said revenue management technology is either “somewhat important” (45 percent) or “very important” (55 percent) for increasing the value of their hotel properties. For investors, revenue management technology isn’t just a nice-tohave—it’s viewed as a foundational resource for maximising the value of their assets.

The importance of revenue technology is growing

According to the IDeaS hotel investor survey, 71 percent of respondents say revenue management technology has become more important over the past three years. Given the massive disruption of a global pandemic and the aftershock economic turbulence of the ensuing recovery, it’s easy to understand the increasing importance asset owners have placed on ensuring their properties are following sound revenue management strategies.

It’s also plain to see there’s an incredible value in tools and systems that can quickly gather and synthesize huge sums of data. We’re in the midst of a data, machine learning, and AI wave that promises to reshape entire industries with once unimaginable efficiencies. While the most sensational headline-catching potential outcomes of these technologies

likely isn’t happening overnight, revenue management systems are already harnessing them to shift the competitive landscape. Instead of revenue teams being caught flat-footed and reactive to an unexpected change in demand, revenue management software can help them adapt to changing market conditions and ensure they’re making the most of their properties’ revenue opportunities.

Revenue management system upgrade investments are being prioritised

Investors understand revenue management technologies are an integral tool for maximising their returns in a shifting competitive landscape. In turn, many have plans to actively invest in these systems. In fact, our survey found that just under 59 percent (58.7) of respondents are either in the process of upgrading their RMS, or plan to make upgrade investments in the next 12 to 36 months.

These investment plans come as no surprise for Mike Chuma, Vice President of Global Marketing at IDeaS, as hotels see the clear value of an RMS for maximizing revenue for their rooms—and beyond.

“Because of the positive performance at scale, we see the use of revenue management systems expanding beyond daily room pricing to other areas of strategic growth areas such as meetings and events spaces, food and beverage, and other areas of ancillary spending within the hotel,” says Chuma.

Investing in revenue management software is not a small financial decision. Like with any substantial investment, it’s important to consider the potential returns before making a decision. So how do hotel investors view their decision to deploy revenue management software at their properties? 83 percent of those using revenue management technology describe the ROI as “high” (62 percent) or “very high” (21 percent).

With these results, it’s fair to say investors are making a financially prudent choice by investing in these technologies—and one that can help provide the financial lift needed for investing in further improvements or dayto-day needs. In fact, two-thirds of surveyed investors describe revenue management technology as “very important” for maximising cash flow from hotel investments.

Utilising technology to optimise hotel business performance

Technology moves quickly, and while keeping up with these constant changes can be difficult; IDeaS research shows that hotel investors are increasingly interested in the role that new solutions and systems can play in their businesses’ strategy. Today’s hotel investors increasingly understand the importance of revenue management and its ability to positively influence their bottom line, with many savvy operators working with revenue management departments to ensure their hotel’s value is continually enhanced over its lifetime.

For more information about the report visit go.rev.ideas.com/the-bigger-picture

Adaptable sleeping options for the modern traveller

By Sarah Davison, Industry Reporter

Have you noticed that the traditional onesize-fits-all approach to hotel rooms no longer suffices? Travellers today seek more than just a place to rest their heads; they crave versatility and comfort tailored to their specific needs.

The need for more flexible sleeping options in guestrooms has become increasingly apparent as guests vary in group sizes, preferences, and circumstances. Whether accommodating families, friendship groups or travellers with a need for greater accessibility, accommodations are recognising the imperative of off ering more adaptable sleeping solutions.

Providing more flexible sleeping options not only enhances the overall guest experience but also maximises room occupancy and therefore revenue potential. In this era of customisation and convenience, the quest for innovative and

versatile sleeping solutions has emerged as a defining feature of modern guestroom design.

More travellers are looking to combine work and leisure. With the rise of remote working the use of flexible bed solutions allows you to provide an office or coworking space during the day that can easily convert to an additional bedroom in the evening.

In this economy, adding rollaway beds or sofa beds in guestrooms can provide a cost-eff ective accommodation option for families. Additionally, as we see a rising demand for more accessible accommodation, a choice of bed options might off er solutions for carers of guests who need someone to be close at hand during the night.

AccomNews spoke with Praveen Joti, Marketing Manager at industry supplier Weatherdon and asked why rollaway beds are on the rise?

He said: “These versatile beds off er a practical solution, enabling operators to optimise room layouts without costly renovations.

Image courtesy of Weatherdon

“When not in use, they neatly fold away, creating uncluttered, aesthetically pleasing spaces, enhancing room functionality.”

He added that rollaway beds have proven to be a sensible and cost-effective choice for hotels, especially when dealing with fluctuating occupancy demands, such as unexpected surges in visitors or busy peak seasons.

“Rollaway beds come in various designs, catering to diverse

accommodation needs, considering factors like space, comfort, and budget constraints.”

Finally, Mr Joti emphasised the importance of consulting trusted hotel industry suppliers to find the ideal bed for guest satisfaction.

“Prioritising safety, durability, mobility, comfort, and style is paramount in making the right choice.”

Australia’s #1 Sofa Bed Range

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With not one, but three Koala Sofa Beds boasting awards for great design and best overall customer satisfaction — what makes our sofa beds so damn good? As the OG sleep experts, we’ve used all of our knowhow from our award-winning mattresses to create the most

versatile sofa bed that’s also ridiculously stylish and comfy.

The Koala Sofa Bed is designed to go from sit to sleep in seconds, so you can finally say goodbye to those spring-ridden, back-breaking pull-out sofas of the past.

Choose from multiple sofa sizes corresponding to your conventional mattress sizes in single, double, and queen.

Give your guests the quality they deserve.

The full range and more product details can be seen on koala.com

What about sofa beds?

AccomNews spoke with Mark Mitchinson, VP New Ventures at Koala.

Sofa beds have become a popular and practical choice for hotels aiming to maximise comfort and the use of space. These versatile furnishings serve a dual purpose, allowing guests to relax during the day on a comfortable couch and to transform it into a cosy and comfortable bed at night. Additionally, sofa beds provide a cost-effective solution for hotels looking to optimise room occupancy without the need for additional floor space. Their aesthetic designs and ergonomic features also enhance the overall ambience of the room, ensuring a pleasant and memorable experience for guests.

Mr Mitchinson can attest that the modern-day sofa bed is vastly different from what you may remember.

When looking to purchase a sofa bed for your accommodation, Mr Mitchinson said it was important to consider the overall visitor experience while increasing the functionality of the room.

“You need a comfortable sofa that converts into a sofa bed easily and safely,” he said.

“I would highly recommend that operators look for a sofa bed that doesn’t wake up the entire household when converting from seat to sleep!

“But most importantly, you must ensure your sofa bed can provide guests with a great night's sleep.”

For accommodations with a small footprint, sofa beds are an ideal solution. Allowing rooms to become multipurpose with only a minor adjustment.

Additionally, for smaller rooms, single sofa beds are an option, providing an additional bed with minimal footprint. For parents with young children, this can be a blessing during a sleepless night. While sofa beds have garnered an unfortunate reputation due to uncomfortable designs of the years past, Mr Mitchinson said the technology has advanced significantly.

“Thankfully, the known technology of a horizontal coil spring sleep surface and heavy mechanism has largely moved away from modern sofa beds,” he said.

“Conversion has also become a lot faster and easier with a lot of sofa beds converting in just a few seconds, this has now become a ‘must have’ feature for customers.

“With modern sofa beds, the mattresses are thicker, offer better foam quality, and provide a more comparable sleep to a bed.”

Mr Mitchinson concluded that until recently, there had been little innovation within the sofa bed space, but high-quality versions were now on the market.

“People can now have the best of both worlds in their living or accommodation space- a comfortable, stylish sofa that converts easily to a sound sleeping surface,” he said.

The decision to invest in the perfect flexible sleeping choice for your hotel is a strategic move that aligns with the evolving expectations of today's discerning guests. Recognising the diverse needs of your guests and providing adaptable sleeping options is not merely a matter of convenience but a competitive advantage.

The right choice, whether it's sofa beds, rollaway beds, or other creative solutions, can enhance guest satisfaction and increase occupancy rates. For the hospitality industry embracing flexibility in sleeping arrangements is not just an option; it's a necessity that fosters enduring customer loyalty.

Image courtesy of Koala

Unleash the excellence in hospitality with Ozone Hospitality Services

When it comes to delivering unmatched hospitality and housekeeping services in Australia, Ozone Hospitality Services stands to be recognised as one of the best in the industry, and our mission is simple yet profound: to ensure that our clients and their guests have an unforgettable experience. With a team of dedicated professionals, many of whom have worked in the hotel industry, and a commitment to quality that knows no bounds, we are ready to transform your hotel or serviced apartment into a haven of comfort and cleanliness.

A team you can trust

At Ozone Hospitality Services, we understand that the core of our company is a team of individuals who have firsthand experience in the hospitality industry. Our team members have worked in hotels, and they bring their invaluable expertise to every project. They understand the intricate needs of your guests because they’ve been on the frontlines themselves. When you partner with us, you’re not just hiring a company; you’re welcoming a team of hospitality and housekeeping experts who are devoted to your success.

Bringing back hospitality into the service industry

In a world where service can sometimes feel transactional, we are on a mission to bring back genuine hospitality. At Ozone Hospitality Services, we believe that true service is not just about fulfilling tasks; it’s about creating meaningful connections with our clients and their guests. We focus on the customer, always keeping an overview of how our service is perceived and received. We don’t just clean rooms; we create experiences.

A commitment to longterm relationships

We value our clients, and we prioritise developing longlasting relationships with them. In an industry where turnover is common, we stand out by fostering partnerships that endure. We understand that your success is our success, and we’re in it for the long haul. When you choose Ozone Hospitality Services, you’re choosing a partner committed to providing the most professional services for your business to grow.

Embracing technology and operational excellence

In a rapidly evolving world, we recognise the importance of staying ahead of the curve.

That’s why we leverage technology and equipment to build an operational edge. Our investment in the latest tools and systems not only enhances our efficiency but also ensures that we consistently deliver top-notch service.

Data-driven service improvement

We believe in the power of data to drive continuous improvement. Our data gathering practices allow us to better understand the needs of our clients and tailor our services accordingly.

Empowering our teams nationally

To achieve excellence, we invest in our most valuable asset: our people. Our national training programs empower our teams to aspire to better

and bigger things. We believe that growth and development are not optional but essential for success. We create an environment where team members want to grow within the company. When you choose Ozone Hospitality Services, you’re not just partnering with a service provider; you’re aligning with an organisation that invests in its people to ensure your satisfaction.

At Ozone Hospitality Services, we take pride in offering bestin-class housekeeping and hospitality services to our clients. Our professional housekeeping staff provides an extensive range of services that include:

• Housekeeping

• Public Area Cleaning

• Building Maintenance

• Risk Management

• Guest Services.

If you are looking for your next hospitality partner, feel free to reach out to Ozone Hospitality Services on 1300 793 547, email info@ozonehospitalityservices.com.au or visit ozonehospitalityservices.com.au.

A housekeeping luminary with global vision

By Mandy Clarke, Editor

In the dynamic world of hospitality, certain individuals shine not just for their professional accomplishments but also for their unwavering dedication and deeply personal connections to their work.

Liz Lycette, a veteran in the realm of housekeeping, embodies this unique blend of expertise and heartfelt commitment. With a career spanning more than four decades, her journey is a testament to passion, dedication, and a profound vision that extends beyond the beautiful hotel guestrooms and corridors she takes so much pride in.

Liz's remarkable career has taken her across 30 countries, a tapestry of experiences that no job description could record. Her roles have encompassed senior positions in some of the world's most prestigious hotels, as well as involvement in major global events, including five Olympic Games. With over 40 years in the industry, she brings not just knowledge but also a deep sense of pride and purpose to her work.

Born in New Zealand, Liz grew up in Hong Kong, can speak some Cantonese, and is passionate about travel. She is a graduate of École Hotelière de Lausanne, Switzerland, regarded as the best hospitality school in the world. It prepares students whose goals are to obtain managerial careers in the hotel and hospitality industry. Beginning her career in 1981, at the age of 23 she became the Executive Housekeeper for the grand opening of Mandarin Oriental in Macau.

The highlight reel of Liz's career continues and includes serving as Executive Housekeeper of iconic hotels like the Mandarin Oriental

in Macau, The Conrad Hong Kong, Mandarin Oriental Jakarta, Le Meridien Hotel in London, and The Regent Hotel in Sydney. Her role as Project Manager for the opening of three properties in China for Harbour Plaza Hotels and Resorts further illustrates her leadership prowess. More recently, Liz spent over seven years at JW Marriott Macau and the Ritz-Carlton, Macau. Incredibly she has been an integral part of the hotel openings of over 1250 rooms with 340 staff and shared services in an integrated casino resort environment.

Now at the helm of Lycette and Associates (L&A) Housekeeping Management Consultants, Liz's impact transcends mere consultancy. Her team has conducted over 300 audits and operational reviews worldwide, providing hotels with insights that help increase profit margins and efficiency.

I sat down for a chat with Liz just after she returned from a trip to various five-star hotels and resorts throughout Europe and Dubai delivering the housekeeping workshops she developed.

She said: “It’s a practical workshop that includes all aspects of modern housekeeping management. It delivers skills which will improve business outcomes, improve the performance of the team and better customer experiences.”

I asked what makes a good housekeeper? Without hesitation Liz said: “It starts with a passion for everything housekeeping. It really shows when someone has an eye for detail and compassion and care for the housekeeping team. An understanding of luxury and what guests really want is also crucial.

“I like to see self-confidence and guts to lead a diverse team through thick and thin.”

With a heart that extends beyond the confines of the hotel world, her recent return to Brisbane, her hometown, was motivated by a deeply personal reason. She needed to be there for her ailing mother.

She said: “Family has always been my priority, and when the global pandemic, kept me locked down in China for nearly four years, it highlighted the importance of being with loved ones.”

So, Liz made the courageous decision to give up her job, and the country she loved and head home to be a carer for her mother, alongside her sister. Yet, she continues to provide management consultation and training for hotel housekeeping operations through her business.

When I asked what continues to fuel her passion after all these years, Liz's eyes lit up. “I believe the Australian hospitality industry has room for improvement in sustainability,” she said.

Then I understood that her personal convictions are deeply intertwined with her professional pursuits.

simple technology that’s easy to use in the guestroom.

“I don’t like waiting for a room, only to find it dirty and badly maintained. I also appreciate a cheerful and willing housekeeping team, who greet me whenever I meet them.”

Finally, I asked, what’s her top housekeeping tip?

“Everything spotless, and functioning. That only happens when the housekeeping team is well trained, efficiently supervised, and super motivated to focus on guest needs.

“The rest will fall into place.”

Introducing Liz Lycette: Liz Lycette

Elevate guestroom amenities to meet modern expectations

By Mandy Clarke, Editor

To meet the high expectations of modern guests is a challenging task. In today's digital age, where social media and Tik Tok 'influencers' have a significant say in shaping guests' desires, the importance of crafting a distinctive and exceptional experience cannot be emphasised enough.

Indeed, contemporary travellers seek comfort, luxury, and eco-responsibility from their accommodation offerings, but they also yearn for a sensory adventure and a visually captivating one to share online. In an era where every detail within your establishment is a potential story to be told… and shared, you certainly don’t want that story to be a tragic one!

Fortunately, the path to offering one-of-a-kind story opportunities in your guestrooms doesn't always require costly renovations

or additional facilities. Instead, a well-considered selection of guestroom amenities can leave the desired impression.

Ponder the arrival experience. Envision yourself stepping into a guestroom after a long journey, possibly after a stressful flight. What immediately comes to mind?

For many, it's the simple pleasures that truly make a difference.

For instance, indulging in a revitalising shower with a zestyscented body wash or soaking in a soothing bubble bath. After pampering with beautifully fragrant lotions, cocoon yourself in a velvety soft robe and slip into plush, downy slippers. Moments of pure relaxation and indulgence.

To round off this experience, unwind with a cup of fruity tea or invigorate yourself with a freshly brewed coffee. Perhaps, you'll discover a delightful surprise - a selection of delectable chocolates alongside a thoughtful welcome note.

These are the moments that not only offer comfort but are also worth sharing, setting the stage for a memorable stay. Successfully creating these special moments hinges on carefully selected amenities.

When it comes to what guests’ value most, Wim Eshuys, General Manager of Sales and Marketing at Weatherdon said: “Products with unique fragrance, texture, and skin-reviving qualities are highly popular.

“These products transport guests to a world of luxury and serenity, ensuring they feel rejuvenated and pampered throughout their stay.

“Convenience is also paramount, it’s important to provide essential items like shampoo, conditioner, body wash, and body lotion to ensure a hassle-free experience.”

The impact of thoughtful touches

Added touches that anticipate guests' needs are the ones that impress the most. The array and quality of amenities offered can elevate the experience to the next level.

Peter Weingartner, Principal of Swisstrade, emphasised the choice of amenities has a “direct impact on overall guest experience, satisfaction, and whether guests will return or recommend your property”.

He said: “Modern travellers want to be wowed and surprised by little details; in an age where social media is so prevalent, guests love storytelling opportunities and products that are Instagrammable, memorable, and considered, such as environmentally friendly products that do good for tomorrow.”

Sustainability matters

Environmental awareness continues to be a key trend said Mr Eshuys. “By using recyclable materials and lowering their dependency on single-use plastics, operators are actively embracing ecologically friendly practices.

© No Revisions, Unsplash.com

Images courtesy of Swisstrade

“A growing emphasis is also being placed on adopting energy-efficient technologies, minimising packaging, getting goods locally, and using organic products,” he said.

Mr Weingartner echoed this and noted the “switch toward more sustainable products such as plastic-free slippers and bathroom accessories, larger bathroom dispensers that are hygienic and safe, and a selection of tea and coffee brands that are B-Corp certified”.

Additional wow factors

Apart from essentials, the items that can truly wow your guests according to Mr Weingartner are “appliances such as garment steamers and hair straighteners”. These are becoming increasingly popular as “guests look to enjoy an elevated experience of what they have at home”.

It is essential for operators to offer more than what guests are accustomed to using at home but remember to keep sustainability as the focus.

And to up the ante, Mr Weingartner said: “Consider

in-room and Instagrammable experiences, such as cocktail stations or unexpected amenities like room mists or face masks.”

Hair dryers and stylers

Hair dryers have always played a crucial role in enhancing the overall guest experience but to exceed expectations, consider offering hair styling tools such as hair straighteners and styling products.

Robes and slippers

These are classic guestroom amenities that certainly can enhance a sense of luxury and comfort. But consider going beyond functionality and provide a feeling of indulgence and relaxation with quality garments that ensure guests feel pampered. To align with sustainability trends, consider robes made from recycled materials or organic cotton.

Tea and coffee

The essential offering of tea and coffee facilities provides a comforting and convenient touch, giving some thought to the size, style, and energy efficiency of

your kettles and coffee makers. For operators looking to reduce energy consumption, consider in-room hot water dispensers.

Mr Weingartner said the latest in-room hot water dispensers can “reduce energy usage and plastic waste and allow guests to enjoy a hot cup of tea in seconds”.

Given Australia’s reputation as a country of self-confessed ‘coffee snobs’, ensure you are providing guests with high-quality coffee

to enjoy in-room. For extra brownie points, look locally for suppliers of tea and coffee that can help your accommodation speak to the local region.

On a final note, Mr Weingartner said the key is to remember, “amenities are what make a guestroom a home and the little touchpoints can take an expected and standard accommodation experience to a memorable and unforgettable one”.

Image courtesy of Weatherdon

The evolving function of guestroom telephones

By Grantlee Kieza, Industry Reporter

Mobile phones have all but killed off the home phone, but guestroom telephones are alive and buzzing with renewed vitality around the world.

Why?

Security, service, and comfort are the cornerstones of the accommodation industry - that’s why.

When staying in a hotel, guests don’t use their mobile phones to call the front desk to book a spa, order room service, extra towels, or more coff ee pods. They pick up the guestroom phone instead. A direct line to whatever they need.

The guestroom telephone adds an extra level of security that guests appreciate - a direct link to someone at a front desk who can help with any emergency or just provide an early morning wake-up call. Brendon Granger from Technology4Hotels said guestroom telephones facilitated immediate communication between guests and staff.

Thirty years ago, before the rise of mobile phones, guestroom telephones were the lifeblood of travellers and hotels could charge astronomical prices for external calls that only set them back a few cents. However, it's very rare these days that a guest will use a phone in a hotel room for external calls, Mr Granger told us.

“But they will use it often to order room service and other guest services,” he said. “I know operations managers for hotel groups, where we've provided a digital ordering solution for the hotel so guests can use a QR code to scan and order food. The director of operations said

when he stayed at one of his hotels recently, it was so much easier to pick up the phone and say, ‘can I have a steak sandwich? I don't want onions'.

“We live in a world where we don't communicate enough. With the guestroom telephone, you actually have somebody on the end of the line who totally understands ‘steak sandwich, no onions, it'll be about 20 minutes’.”

Mr Granger said guests paying hundreds of dollars a night for a room usually prefer to make a call and speak to an understanding human rather than learn how to use new technology. The guestroom telephone makes it quick, convenient, and pleasant.

Mr Granger said: “It’s like an immediate lifeline to help. You don’t get that level of service or security at (for instance) a typical Airbnb.

“When you're in a hotel, you feel secure. You have a guestroom telephone that you can pick up and say you need something.

“Or if you've had a big night out and you need to wake up early

in the morning, you set your phone alarm but you're not 100 percent ‘with-it’, it’s good to book that secondary security blanket with a front desk.

“They’re just some of the ways telephones can be used to provide personalised services and support to guests,” he said. “Everyone knows how to use a phone. In an emergency, no one has time to think. Being able to call someone straight away on the guest telephone off ers great security.”

Moreover, a quick and direct call to the front desk using the guestroom phone tends to nip complaints in the bud.

Mr Granger said he knew of a hotel with 200-something rooms that lost a card in their PABX over Christmas, which meant half of the rooms were unable to make calls.

“At the end of it all, the frustrated GM said he never realised the importance of the guestroom phone. He was astonished by the number of guests who were upset and came down to the front desk.”

Guestroom phones can be diverted to ensure they are

Brendon Granger

always manned by staff on duty, as an unanswered phone leads to a negative guest experience. Furthermore, when guestroom telephones are integrated with hotel technology they can be programmed to adapt to the unique needs of guests.

Mr Granger described a new multi-use Android-based device, like a mini tablet, with an LCD screen, it’s easily updated and works as a traditional phone with many other features. Guests press “Front Desk” and can have a conversation with someone there, or the device can act as the remote control for the room’s television and air conditioning. It can close blinds, turn lights on and off and provide a welcome message on its screen. Depending on the guest profile it can off er all its services in their own language. Guests can also use the device, to make requests, for things such as additional towels. It will hook into the hotel's back-end system and send an alert to housekeeping. The device can also be used to browse the internet.

Developments in guestroom telephones - using eco-friendly technology means they are also drivers of sustainability. An increasing number of telephones are made from PET, recycled plastics and with many hotel communication systems now using cloud-based technology the total amount of hardware in a hotel is vastly reduced.

Guest phones and QR Codes have also helped eradicate the printed compendium, saving forests from the axe. The compendium can be updated as often as a property likes with the push of a button.

Mr Granger said: “You can deliver the compendium to the guest’s device, and they can take it with them wherever they go. The soft ware and technology for the new generation of guestroom phones can be adapted to whatever a property needs.

“Probably 90 percent of hotels use standard matte black for their phones because it fi ts with everything. But the faceplate and the buttons can be completely customised. The MONA (Museum of Old and New Art) in Tasmania is a great

example. They went a bit funky. "The idea was that the buttons on their phone would connect to diff erent parts of the hotel. But they only have reception! They really made it fun.

"And QT Hotels wanted the phone to simply say, ‘Feed me’ and ‘Help me’ (two buttons). The philosophy was that guests shouldn't have to think - they just know, I'm hungry or I want something.

“Phones with screens can be easily customised. If they're

hooked into the Property Management System, they can display ‘Welcome back Mr Jones’ not just ‘Welcome’.”

Mr Granger said hotels are about looking after people and the phone is a tool to do that.

On a final note, he said: “Technology can be good if used in the right way, but is certainly not a replacement for human connection, which is why hotels will always need staff and guest room phones.”

Image courtesy of Technology4Hotels

Rise of robots in hotels and hospitality

By Grantlee Kieza, Industry Reporter

Robots under the bed, delivering food and drinks to your room, and carrying your luggage.

That’s not just the way of the future, it’s the present in many of the world’s leading hotels, and it will increasingly become the norm in Australia, according to Michael Johnson, CEO of Accommodation Australia.

Already, many Australian hotels have taken their cue from the airline industry, using selfcheck-in kiosks to speed up the experience for guests. Many are already using robotic vacuum cleaners to sweep under beds. And that’s just the start, according to Mr Johnson. “We’re seeing examples around the world of in-room dining, where food and drinks are being delivered to rooms by robots,” he said. “It’s very much a way of improving speed and efficiency for the guest experience.

“Many hotels are going fully tech; guests are working off QR codes for ordering meals and other services. Using robots speeds up the ordering and delivery process, and I’ve seen examples of in-room dining using robots to deliver room service.

“We might even see those sorts of robotics in kitchen technology; there is a worldwide shortage of chefs after all!”

Mr Johnson said self-checkin kiosks are becoming more popular in Australian hotels. Although most properties still have reception staff near the machines to give guests a traditional check-in if they choose.

“Guests are getting more comfortable with kiosks because they are prevalent at airports and it’s particularly helpful during that busy check-in time, when you don’t want to be standing around waiting in a queue,” he said.

“We’re going to see more kiosks but as a service-based industry we will still have people at reception,

for that personal touch. If we can utilise today’s technology to assist and make it quicker and more efficient for people who are in a hurry, then that’s a good thing for the industry.”

Mr Johnson said robot vacuum cleaners, already common in homes, were speeding things up for room attendants.

“The attendants can be working in the next room while the vacuuming is going on and the robot vacuums can get into difficult places like under the bed,” he said. “That technology will become more common as the robotics become more adapted to our industry rather than a domestic home environment.

“We’re also seeing advances in technology whereby housekeeping and engineering departments can have palm pilots linked to the front desk. When someone has a maintenance issue it can be attended to very quickly, whereas in the old days, the room attendant would write it down, pass it on to a supervisor

who eventually got it to the maintenance department at four o’clock, when all the maintenance staff were going home.

"Today the technology is linked so people don’t get checked into a room if there’s an issue and instead the maintenance people immediately go to the room to fix it. The whole guest experience is made so much better.”

Liz Lycette, founder of global housekeeping management consultancy L&A, has some experience with robotics in the context of housekeeping operations.

She said the housekeeping team at the Hilton Austin Airport Hotel in Texas use robots to partner with every room attendant.

Vintech Systems

Softbank Robotics Australia

REVAXA Technologies

“The hotel gives every room attendant a robot called Rosie, and when they are cleaning the room the robot is vacuuming the carpets at the same time. Management is saving five and a half minutes per room, which is great for productivity. A couple of things aren’t great, the robots can’t get into the corners, and they are quite heavy but improvements are being made all the time.”

Ms Lycette said the robots used at the Austin Airport Hilton weigh 7.7kg and operate on battery power for an hour and a half.

“I worked in Macau until this time last year,” she said, “and we tried to use robots to vacuum the corridors because the corridors are usually the same footprint on every floor. The robot had a mapping tool that we programmed. But it needed docking stations throughout the corridor and there was no station to empty them after vacuuming. Since then, better models have been developed that incorporate both.”

Ms Lycette said China was seeing the rise of robots for guest room deliveries.

“Guest requests are loaded into the robot in the housekeeping office, the robot travels in the lift, arrives outside the room and a message system tells the guest the robot and their request has arrived,” she said.

“You already see robots doing food deliveries in some Australian restaurants, but not so much in hotels yet because the process is more complicated due to lifts. The idea started in China as a gimmick, but the robots are now helping greatly when it comes to productivity.

“In Macau, pre-COVID we were handling over 100 guest requests an hour at the JW Marriot, where we had 1050 rooms and 98 percent occupancy. The busiest times for the team were between 5pm and 8pm at night, after people had checked in. We could have really used robots during that time!”

Some hotels are using robot concierges in the way that Google hubs operate in the home. There are robot suitcases too, they follow owners independently, using anti-collision technology, and eliminate the need to carry, pull, or push luggage. Similar technology allows some hotels to use robot porters.

Michael Johnson said despite the increasing numbers of robots being put to work across hospitality, to remember we are “a service industry that relies on the personal touch”.

He added: “I think robots aiding staff will see hotels become more efficient and provide faster service, through being able to automate various tasks, freeing staff for other roles.”

Japan has been at the forefront of the hotel robot trend with the Henn-na Hotel chain taking the lead. As the world’s first all-robot (well, mostly robot) hotel chain, it boasts dinosaur robots to check guests in and a robot porter to deliver bags. Some of their hotels have fish robots in a bowl, a robot recycling bin, robot vacuums and even an entire robotic orchestra.

The world’s first robot-staffed hotel was the Henn-na Hotel in Nagasaki, Japan, which opened in 2015 but reduced the number of robots in 2019 to deliver a more integrated robot alongside human service.

Softbank Robotics Australia

It's fascinating to see how robots are transforming the guest experience. AccomNews put some key questions to leaders in this space...

How are robots being utilised to transform the guest experience?

Steven Barnwell, Sales Manager, Vintech: Well, robots are making quite an impact in the industry aren’t they! They can be ‘on duty’ across multiple hotel departments, they don't take breaks, they are available 24/7 and importantly they thoroughly modernise the guest experience. Robots can increase efficiency, enhance safety and add a touch of novelty that can set a business apart from its competitors.

In practical terms, room service robots can make deliveries to guestrooms quickly and hygienically, concierge bots stationed in the hotel lobby can impress guests with a high tech welcome and housekeeping bots can provide a helping hand with basic chores like bringing fresh sheets and collecting dirty laundry. Help that frees up human staff to focus on more interesting tasks.

Mr Kenichi Yoshida, Chief Business Officer of SoftBank Robotics Group Corp: From room service to waitstaff assistance, robots are being used in various innovative ways to transform the traditional accommodation experience. Robots can take over the repetitive tasks so that hospitality staff can provide a more personal service to guests.

Do robots enhance operations?

Steven Barnwell: Yes, incorporating robots and automation into the hospitality sector, not only provides immediate operational and cost benefits but also positions establishments as forward-

thinking, sustainable, and efficient - appealing to the modern guest’s sensibilities.

Kenichi Yoshida: One of the most significant contributions is efficient task automation. Robots can handle repetitive and time-consuming tasks, streamlining operations and reducing the human workload, allowing staff to focus on more complex guest-oriented tasks. Automation contributes to sustainable practices and energy savings. Automated building management systems regulate lighting and temperature control based on occupancy, and sensors monitoring foot traffic triggers ondemand cleaning utilities, which also reduces the unnecessary use of cleaning products.

Can humans and robots work together to provide a unique customer experience?

Steven Barnwell: Absolutely! Human staff and robots can complement each other in various ways to provide a unique and enhanced customer experience. While robots excel in efficiency, precision, and consistency, human staff bring empathy, understanding, and personal touch to interactions. A combination of both ensures that tasks are done promptly while still maintaining a personal connection with the customer. In essence, while robots bring efficiency, consistency, and novelty to the table, human staff provide warmth, understanding, and personal touch.

Kenichi Yoshida: In hospitality, robotics should be designed to work alongside and interact with humans. When robots can take over the repetitive tasks, it allows their human colleagues to thrive and concentrate on more complicated and guest-oriented tasks.

What are the future trends in robotic technology that will shape the industry?

Steven Barnwell: I think the future is very exciting for our industry, as robots integrate more advanced AI and machine learning algorithms, they'll become more adaptable, capable of learning from their environments and improve their operations over time. For hospitality it means robots will become more prevalent in everyday settings, enhancing their ability to understand and better respond to guests' needs.

Kenichi Yoshida: Robots will continue to become more energy efficient, more user-friendly and there will be a surge in the demand for AI and digital automation.

Finally, Jiten Bhatt, Founder of REVAXA Technologies offered his take on the hospitality industry’s approach to automated solutions: This sector has long been rooted in human-centred service however, the landscape shifted significantly during COVID and its response was to lean towards increased automation and robotics. While automation can undeniably streamline many operational aspects, it should not come at the expense of cherished human touch.

The industry must consider that not all guests are tech-savvy and seek a traditional human interaction. Innovative technology solutions with a carefully crafted human interface can blend advanced technology with the warmth of human interaction.

Blended technology can greet guests warmly and provide a level of customised service that only humans can deliver. This technology does not have to replace jobs or compromise customer service but can enhance both. Teleoperated robotic solutions can reduce labour costs but can also enable more individuals to work from home as well as create new employment opportunities for those with physical disabilities. These solutions can enhance guest experiences, streamline operations, and contribute to sustainability efforts.

I can see a future where technology and human service coexist harmoniously.

© Adobe Stock, stock.adobe.com

Seamless ow throughout

More than 5OO-million guest experiences are enhanced by dormakaba hospitality products each year, making dormakaba a leading supplier of electronic locks, access and space management systems.

Elevate your property’s external appeal

By Mandy Clarke, Editor

Never underestimate the power of a fresh coat of paint. It is one of the most dramatic and cost-effective ways to transform a tired-looking building, increase its street appeal and add value. It can breathe new life into a property and leave a lasting impression on guests.

Guests are more likely to have a positive experience if they arrive at a well-maintained and visually appealing establishment. On the other hand, neglected exteriors quickly sour attitudes.

When is it time for an external upgrade?

Jo Isaac, CPR Facade Upgrade Specialists pointed out several red flags that indicate a building needs a repaint. “These signs include fading colours, the accumulation of dirt and dust that won't budge with pressure cleaning, and visible disrepair such as peeling paint, mould, mildew, cracks, and fissures.”

She said: “If any of these issues are present it's a clear indication that an external upgrade is overdue.”

The frequency of repainting can vary based on several factors, including the building's use, environmental

conditions, weather exposure, and levels of foot traffic. As a general guideline, Ms Isaac recommends “repainting a building's facade every eight to 12 years”.

Right paint, right colour?

The success of a paint refurbishment, hinges on the choice of paint and colour.

Ms Isaac advises property owners to consider whether they want their building “to blend in or stand out”.

She said: “Neutral colours are often a safe choice for longevity, they outlive fads and trends and blend well with future branding changes.

“Beyond aesthetics, environmental exposure, colour preservation, and compatibility with the locale are also important considerations.”

In recent trends, Ms Isaac has “seen a shift toward darker and moodier colours for commercial properties, while residential properties lean toward soft, classic, and neutral shades”. Selecting high-quality, durable paint that is suitable for the job is equally vital and consultation with an industry paint specialist is recommended, to assist with the correct paint choice. Quality paint not only ensures a job is done correctly the first time but also saves money in the long run by reducing the need for frequent repainting.

Image courtesy of CPR Facade Upgrade Specialists

The magic of a fresh coat:

Work with experienced professionals!

Regardless of the size and location of a property, an external upgrade will directly aff ect tenants, residents, and owners. To minimise disruption, ensure safety for guests, staff, and people on the street below, it's essential to work alongside highly trained external painting professionals, who bring experience in the accommodation sector.

To ensure the project is completed to a high standard, within budget and on schedule, it's crucial to employ trained professionals for the job.

An external paint upgrade is a significant investment in your property.

But it’s well worth it, according to Ms Isaac because it greatly reduces future expenses.

Maintenance for longevity

Paint manufacturers stipulate that a building's facade must be regularly washed and maintained to meet paint warranty standards and protect your investment.

To keep your newly painted property pristine, the importance of basic cleaning cannot be stressed enough. All exterior painted surfaces benefi t greatly from an annual clean, and extra attention should be given to areas not regularly exposed to rain. Staying on top of painting requirements ensures warranties are honoured and allows for the early detection and resolution of faults or issues before they become serious. Ultimately it proves to be more

cost-eff ective than complete renovation and repainting.

Common problems?

Timely maintenance is crucial to prevent moisturerelated issues such as blistering, mould, and rot. Expansion, contraction, and cracking of timber due to hot and cold conditions, must be monitored. If neglected paintwork will be ruined.

When traces of rust appear on steelwork, immediately

consult a qualified professional to treat and remove.

Protect your property's value

To extend the life of your property's exterior, the implementation of a long-term preventive maintenance plan is financially savvy. It’s beneficial in the long term. Ms Isaac emphasised, “neglecting the maintenance of a building's facade can result in reduced asset value, especially if it's situated alongside newer and fresher buildings”.

To conclude

In the competitive world of accommodation, where aesthetics plays a significant role, a rundown or neglected appearance can deter guests, tenants, and prospective investors. A fresh coat of paint is therefore a powerful tool to enhance the appearance of your property. The selection of quality paint, clever use of colour, a collaboration with experienced professionals and the implementation of a regular maintenance schedule are all essential components of a successful external refurbishment project.

Images courtesy of CPR Facade Upgrade Specialists

The

Adding value and exceeding expectations

By Grantlee Kieza, Industry Reporter

Birkenhead Quays, an exclusive luxury residential complex nestled in the prestigious Sydney suburb of Drummoyne, has undergone a remarkable transformation, thanks to the expertise of CPR Facade Upgrade Specialists.

This stunning property, boasting multi-million-dollar apartments with breathtaking waterfront views, found itself in need of a makeover. Peter Aloe, a seasoned member of the property's strata committee with a remarkable fi ft y years of experience in the building industry, described CPR's refurbishment work as “one of the most hassle-free” projects he's encountered.

Such high praise from a seasoned industry veteran speaks volumes about CPR's professionalism and proficiency. What's even more astonishing is that this extensive project, initially slated for a 24-week timeline, was completed in just 16 weeks. This remarkable feat not only astounded Mr. Aloe but also pleasantly surprised the entire strata committee. To add to the delight, the painting and refurbishment came in under budget by a whopping $30,000. The benefi ts were immediate.

Mr. Aloe explained that CPR Facade Upgrade Specialists were engaged to address water ingress issues from building joints and to rejuvenate the aging exterior facade. The company went above and beyond by meticulously replacing all Sikaflex joints

(polyurethane joint sealants used in expansion joints) performing necessary repairs, rendering, and expertly repainting, not only the exterior facade but also some common internal areas.

The transformation was nothing short of stunning.

CPR Facade Upgrade Specialists were selected for several compelling reasons. Their extensive list of delighted customers and competitive quote was certainly a factor, but equally important was their innovative approach of training qualified painters and tradespeople to safely utilise their patented access system, Pears Upseiling™, eliminating the need for cumbersome scaff olding around the building. This not only reduced costs but also assured the strata committee that residents would experience minimal disturbance during the refurbishment process.

Mr. Aloe emphasised CPR’s commitment to transparent communication was a key element of their success. The company’s Propriety Precision Project Management, PPM™ ensured combined pre-start meetings, weekly site meetings, and provided residents with notices fi ve days before work

commenced. With an on-site project manager, continuous supervision, photographic reports, and early notices of completion, CPR exceeded the strata committee's expectations.

The impact of the painting refurbishment extended beyond aesthetics. According to Mr Aloe, it significantly boosted the value of the apartments while keeping costs to a minimum.

He said: “We are absolutely happy with the outcome. The building looks immaculate, and we have already seen sales exceed market value. A recent sale was the highest in the complex. Residents have been amazed by the fact there was very litt le disruption to their lives and that there has been an increased value to their units.”

The work at Birkenhead Quays is a shining example of the way CPR’s decade long investment in innovation technology and its people, can compete with even the largest building façade upgrades, on time and on budget, with litt le fuss for residents.

Jo Isaac from CPR Facade Upgrade Specialists shed more light on the company's cutt ingedge approach. They utilised scaff old-free™, patented ropeaccess systems like SkyPod™

Workstations and Pears

Upseiling™ (Power Elevation Access Rope System), along with advanced drone technology to help map and micro plan what is ordinarily very challenging with building upgrades. CPR’s innovative approach and focus on customer service not only delivers exceptional results but also extends to warranty periods, which enhance the building's value, integrity, and aesthetic appeal over multiple decades. Furthermore, CPR's scaff oldfree™ technology allowed for extensive work with minimal expense and disruption to building owners and occupants. The company's commitment to long-term satisfaction was also evident in their off ering of Lifetime Aftercare™, which enables property owners to periodically wash their properties at a fraction of the cost, prolonging the paint finish's life and overall value.

Danyelli Rosa, the Senior Building Manager at Birkenhead Quays, expressed her profound appreciation and admiration for CPR's outstanding work.

She said: “They had the ability to keep everything running smoothly during this project of the painting and remediation of the facade. We have 148 units, and (after the project completed) we have not received one single complaint. That says a lot about the high standard of work.

“I highly recommend CPR."

The Birkenhead Quays project stands as a shining example of how CPR’s innovation and technology driven painting technology and remediation can enhance a building's appearance, prevent future maintenance issues, and significantly increase its value and appeal.

transformation of Birkenhead Quays:

Birkenhead Quays

Repainting your building?

It’s a big decision

We understand that choosing the right people to upgrade the facade of your building is one of the biggest decisions a hotel will ever make. Our mission is to help make that decision as informed as possible whilst ensuring the project itself is seamless for both the hotel management team, owners, and guests.

Why is CPR so good to work

with?

Over 30 years in the industry means CPR has a deep understanding of client needs. We know that providing a professional process - on time and on budget - is just as important as delivering a flawless final result. We understand that choosing the right people to upgrade the exterior of your building is one of the biggest decisions a hotel

We only use the highest quality products.

Our insistence on using only the highest quality remedial products and paints from Dulux, Wattyl and Taubmans ensures the facades we upgrade stay looking better longer. That’s why we offer a 10 Year Warranty (12 years with Lifetime Aftercare!)

The peace of mind in getting the job done well.

We are proud to have so many positive testimonials from our happy customers.

“The multiple step cleaning and painting procedure produces a result only seen at the time of a hotel opening. CPR/FUS exceeded Park Hyatt Sydney’s expectations by producing an unmatched level of service, performance, and end result. We have no hesitation in referring CPR to any potential client.”

- Wayne Sahlmant Engineer Manager, Park Hyatt Sydney

How do we deliver such great value?

We have been refining the PaintLab System over the last 25 years. At its core is our patented rope access system (PEARS) that negates the need for costly scaffolding, making us safer, faster, quieter and more efficient. Furthermore, we employ our own tradesmen, so our workforce is consistent, reliable and committed to quality.

It’s more accurate quoting

Our unique access systems mean that rather than just guessing how much remedial work needs to be done, we traverse the entire building (including with drones) and document each individual issue to ensure the most accurate quote possible.

CPR consistently provides high quality remedial building works in conjunction with our repainting services. We also carry out exterior cleaning services as a stand alone offering. These services are available in Sydney, Melbourne and Canberra. To date, CPR has completed over 300 major projects including hotel upgrades at Vibe Mascot, Ibis Sydney Airport & Park Hyatt Sydney.

Call us today for a no obligation consultation on 1800 322 223

Want to know more about our service and offerings? Follow us on social media to stay in the loop

Art of Alfresco: Comfort & style in outdoor spaces

By Sarah Davison, Industry Reporter

In the Australian accommodation industry, the importance of creating an enticing and functional outdoor space cannot be overstated. While the interior of your property sets the stage for comfort and style, it's the outdoor areas that can truly elevate it to the next level.

The trend of dining outdoors has long been a favourite for Australians, but recent times saw this trend surge to new heights. The pandemic acted as a catalyst, turning open-air dining into a lifeline for many hospitality businesses. Alfresco dining has become more than a luxury - now a necessity.

What makes alfresco dining so appealing? It offers guests the opportunity to savour their meals in the open air, surrounded by the beauty of nature or the lively ambience of a bustling cityscape. But it's not just about aesthetics. Outdoor dining spaces provide a unique opportunity for on-site restaurants and cafes to expand their capacity. This expansion is crucial in a world where social distancing and safety measures are still very much part of daily life.

However, the benefits of alfresco areas go beyond just creating more space. They can also have a significant impact on the bottom line. Research conducted by the University of Sheffield found that when customers are given the option to dine alfresco, they are 30 percent more likely to return to the restaurant. This translates into increased profits and the cultivation of loyal and returning customers.

As we step into 2023, several key alfresco area design trends are worth noting. Trends not only shaped by changes in the sector but also driven by the evolving demands of travellers.

A prominent trend is the incorporation of natural and sustainable elements into outdoor designs; using native plants, recycled timber, and eco-friendly furniture to create lush and environmentally friendly outdoor spaces.

To make alfresco dining a yearround possibility, establishments are also investing in essential elements like heating, shade, and lighting. From outdoor gas heaters and fire pits to strategically placed umbrellas and shades, these additions ensure guests are comfortable on a scorching summer day or a chilly winter evening.

When it comes to ambience, lighting plays a crucial role but factor in energy efficiency and maintenance requirements. To create the perfect atmosphere, consider layered lighting, combine ambient, accent, and task lighting and add a touch of magic with fairy lights or flameless candles.

Entertainment is also gaining traction. The addition of outdoor cinemas, live music, and table games have become increasingly popular, guests may even linger longer, and buy more food and drinks while enjoying the outdoor setting. Notably, alfresco areas are getting a tech-savvy makeover. Smart lighting, sound systems, and wifi connectivity are becoming standard, guests like to enjoy modern conveniences even while immersed in nature.

Accessibility and inclusion has taken centre stage in 2023, notably designated as the Year of Accessible Tourism in Queensland. It is important to create clear access and smooth pathways and offer diverse seating options designed for those who have accessible needs, this ensures all guests, regardless of abilities, can fully enjoy alfresco facilities. Flexible seating also allows guests to customise their outdoor experience. This may include versatile and modular seating

Image courtesy of Kudos

options to cater to various group sizes and preferences. For those seeking tranquillity, include some quiet spaces for a more calming retreat. Ultimately, the goal is to showcase a property's outdoor spaces, and harmonise with its natural beauty and outdoor lifestyle of the location.

Amid all these trends, one factor stands out - the choice of furniture. The most important trend of all is to invest in highquality, durable outdoor pieces designed to withstand Australia's sometimes harsh climate.

Industry leaders weigh in…

With the onset of summer, it's essential to consider one top trend that can make a significant difference in outdoor spaces - shade.

Jason Condon, the owner of Daydream Leisure Furniture, stressed the importance of providing ample shade to beat the sweltering summer sun. "Commercial-grade, wind-rated umbrellas take centre stage as the key to achieving this,” he

said. “What sets these umbrellas apart is their ability to withstand the elements while providing a comfortable refuge from the heat."

Jason pointed out the significance of this trend in Queensland, a highly popular and family-friendly destination. He said: "Families seeking a holiday experience want their kids to enjoy the freedom of outdoor spaces while ensuring their safety from the harsh Australian sun. Commercial-grade umbrellas are a practical solution that not only ensure sun safety but also contributes to the beautiful holiday resort atmosphere.” He

revealed: "fibreglass-reinforced polypropylene is the most ‘on-trend’ material for outdoor furniture due to its resilience and ability to take many forms as a moulded product."

Dean Gesterkamp the Director of Kudos Furniture Australasia, shed light on one of the most compelling trend: sustainability and recyclability. According to Dean, "this trend is currently taking the spotlight, and for good reason".

He noted a growing awareness among consumers of the importance of sustainability and recyclability in the products

they choose. "It's no longer just about functionality and aesthetics; people are making conscious choices that align with their values."

Additionally, Dean highlighted the rising demand for a broader spectrum of colour choices. He said: "Operators are looking for ways to infuse more personality and variety into alfresco spaces."

Flexibility in furniture is another key consideration. He said: "Lightweight and easily manoeuvrable pieces respond to the need for furniture to be rearranged or adjusted to suit the specific needs of guests, providing a tailored experience."

Ultimately, Dean underscores the importance of making outdoor spaces attractive and interesting. "The variety of choices available in the market today makes it easier for operators to curate the perfect outdoor setting. Whether it's through sustainable materials, versatile design, or an array of colour options, the goal is to create outdoor spaces that not only meet functional needs but also captivate and engage guests."

Image courtesy of Daydream Leisure Furniture

A new era of guestroom design

By Mandy Clarke, Editor

A well-designed guestroom interior embodies comfort and hospitality, creating a memorable and enjoyable experience through carefully chosen colours, textures, and furnishings. In the competitive accommodation industry, trends evolve rapidly, driving the need for constant adaptation.

Australian hotels are currently embracing a trend of infusing local flair and cultural elements into their interiors. They draw inspiration from the surroundings, seamlessly blending the outdoor environment with their desired aesthetics. Natural materials, coastal colours, and thematic elements that resonate with the locale are being introduced. Some pay homage to Australian culture with Indigenous artwork and cultural motifs, while others showcase pieces from local artisans, creating a profound sense of place.

Another vital trend is maximising guestroom space to accommodate diverse guest lifestyles with flexible and multifunctional furniture

that balances versatility with style. In the realm of guestroom refurbishments, the accommodation sector is undergoing a significant transformation. Beyond purely aesthetic choices, the industry is now placing a strong emphasis on practicality, flexibility, sustainability, accessibility, and

technology. These priorities align with the growing ecoconsciousness of guests and the desire to ensure a comfortable stay for all, regardless of specific needs wants and abilities.

In essence, modern guest room design has evolved to cater to a more diverse range of guests, accommodating various lifestyles

and demands. This transformation includes embracing new technologies that enhance the overall guest experience. If it’s been a few years since you refreshed your guestrooms, now is the perfect time to ensure your offering resonates with the demands of modern-day travellers. Learn more about trends and some refurbishment tips, from two of the industry’s leading guestroom designers.

Jo Street, Managing Director Furn-Niche, on this year’s predominant trends: We saw a prevalence of organic textures, vibrant earthy tones, and natural materials like timber in guestroom refurbishments. Additionally, a focus on patterned cushions and abstract art within a more laid-back atmosphere. Many hotels have embraced multi-functional furniture for space optimisation and are incorporating LED lighting to enhance the overall ambience.

Innovative design elements

The integration of nature into designs has been one of the simplest innovations. Not just the addition of pot plants! It’s also a sensory innovation that involves using natural textures and materials to establish an

Image courtesy of Furn-Niche

authentic connection with the natural world to enhance the guest experience.

Sustainability

Considering the growing sustainability movement, it’s essential to collaborate with green-certified companies for holistic and eco-friendly refurbishments. There are also simple yet impactful changes that can be made, like installing energy-efficient LED lighting and appliances and opting for sustainable textiles such as bamboo, reclaimed wood, or recycled fabrics that can reduce a hotel's environmental footprint.

Accessibility and inclusivity

The accommodation sector is addressing inclusivity concerns by designing guestrooms with people with disabilities, children, and older individuals in mind. It’s important for us to design and create furniture and joinery that is easy to use and reach such as lower-mounted light switches and adjustable tables for hotels and serviced apartments.

Return on Investment (ROI)

Sticking to the refurbishment budget and working on a realistic design concept allows a better prediction of the expected ROI. However, it is an advantage to work with a company that specialises in this space because an experienced team can find cost-effective investments that stand out. Many hotels have reported significant increases in room rates after refurbishing.

Future trends

Beyond 2023, there will be a heightened emphasis on sustainable design, manufacturing, and disposal processes. Sustainability will become an increasingly significant factor influencing guests' choices in accommodations.

The integration of AI and virtual reality is also set to revolutionise the sector. AI Virtual Assistants will personalise the guest journey and the result will be a more engaging and personalised experience for each guest.

Kate Ifould, Hotel Interiors Asia Pacific Business Development Manager on key trends: They reflect the evolving needs and preferences of guests and the competitive nature of the market. One significant trend is a focus on accommodating ‘Bleisure’ travellers and those who work remotely. Hotels are adapting by creating versatile workspaces within their premises. This includes enhanced connectivity and the reconfiguration of guest rooms, often replacing desks with sofas and high tables to facilitate flexible work arrangements.

Innovative design elements

Simplified joinery and furniture design are combined with bold colours and textures in fabrics and finishes. The use of patterns, colours, and mixed materials adds a unique punch to furniture, joinery, walls, and artwork. The goal is to create a memorable experience for guests, emphasising storytelling and distinguishing properties in a competitive market.

Sustainability

This is a key focus and operators are making smart, forwardthinking decisions regarding product composition and life cycle. While these decisions may require initial investment, they lead to increased efficiencies, longevity, and reduced maintenance, ultimately reducing the environmental footprint.

Accessibility and inclusivity

Accessible rooms should be designed to seamlessly blend with other guestrooms while accommodating functional and legal requirements. Thoughtful adaptations in joinery and furniture ensure consistency and inclusivity.

Return on Investment (ROI)

Failure to plan for a refurbishment is planning to fail. Yes, it can be a significant investment but neglecting timely and welldesigned refurbishments can lead to a downward spiral in occupancy, negative reviews, and decreasing revenue, which impacts an owner's return on investment.

Future forward

Sustainability will remain a key driver, but there's still work to be done in aligning intentions with cost and supply realities. The focus on technology is stronger than ever. I noticed the attendees at NoVacancy Hotel + Accommodation Industry Expo – Sydney, were seeking to incorporate the latest technology in guestrooms and across the whole property. Their interest extended from in-room tech and entertainment connectivity to door lock systems and check-in procedures. Operators are more eager than ever to integrate technology into their designs to ensure a seamless and enjoyable stay for guests.

The iconic Midnight Hotel, Canberra. All image courtesy of Hotel Interiors

Movenpick Hotel, Hobart

UrbanRest, Randwick

Intercontinental Sanctuary Cove

Tackling the increase in slips and falls

The Australian hospitality sector takes pride in its capacity to meet international standards while catering to diverse clientele. However, there remains an oftenunderestimated peril lurking in the shadows: the risk of slips and falls. For hoteliers, understanding and addressing this risk is not merely an exercise in compliance; it's a commitment to the safety and well-being of both guests and staff.

In Australia, slip and fall incidents rank among the most common reasons for public liability claims. According to Safe Work Australia, in 2020 alone, slips and trips made up a significant percentage of serious claims, causing concern within multiple sectors, including hospitality. The implications are manifold: from medical costs and legal implications for the establishment, to pain, trauma, and lost productivity for the victim.

Root causes

Numerous factors contribute to this pervasive issue. Australia’s varied climate, from the tropical humidity of Queensland to the chilly drizzles of Melbourne, often means hotel premises can become unexpectedly slippery. Pool areas can be hotspots for such incidents, and high foot traffic areas like foyers, restaurants, and bars can all pose a danger when any liquids are spilled, or water is brought in from outside.

The liability challenge

Australian law holds establishments responsible for ensuring their premises are safe for all. If due diligence is not maintained and someone suffers a slip or fall as a result, the establishment may be held legally liable. Beyond the

immediate financial implications of compensations or settlements, there's also the potential for reputational damage. In an age of social media and instant reviews, a single incident can lead to a barrage of negative publicity.

Tackling the issue head-on

Addressing the risk of slips and falls is both a moral imperative and a strategic necessity. Here are some recommended strategies for hoteliers:

• Risk assessment: Regularly undertake a thorough risk assessment of all areas within the hotel. Identify potential slip hazards and implement preventive measures. This could range from anti-slip treatments in the bathrooms to caution signs in areas that have been recently cleaned. A Wet Pendulum Slip Resistance Test can highlight areas of concern.

• Staff training: Staff are the first line of defence. Regular training sessions on safety protocols, quick response mechanisms, and even educating them about appropriate footwear can reduce the risk of slips and falls.

• Guest education: While you cannot control the

footwear choices of your guests, you can certainly guide them. Providing information on potential slip zones, especially in recreational areas like pools or spas, can be invaluable.

• Quality materials: Investing in high-quality, anti-slip floor treatments can go a long way in minimising risks. Similarly, the choice of cleaning products is important, ensuring that they leave minimal residue can help in keeping surfaces slip-free.

• Stay updated: Keeping abreast of the latest standards, technologies, new

products and best practices can ensure you stay one step ahead in ensuring safety.

Conclusion

The risk of slips and falls is not to be taken lightly. It is a silent menace that has both immediate and long-term consequences for victims and establishments.

By being proactive and placing an emphasis on safety, hoteliers can ensure they continue to offer their guests an experience that's memorable for all the right reasons. In a fiercely competitive market, such a commitment can make all the difference.

Glenn Elliott Director, GripFactory Australia

Hot water in hotels: Sustainable systems and seamless comfort

By Mandy Clarke, Editor

Hot water may seem like a basic amenity but in the world of hospitality, it plays a pivotal role in guest comfort. The quest for sustainability is stronger than ever and extends to every aspect of an accommodation’s operations but is striking the right balance between providing a seamless hot water experience while adhering to sustainability principles possible?

Let's delve into the world of sustainable commercial hot water systems and explore ways the sector can provide utmost comfort and reduce its environmental impact.

Upgrade to more energyefficient water heaters

Replace older, less efficient water heaters with modern, energy-efficient models.

This is a fundamental step in reducing energy consumption. Replace older, less efficient water heaters with modern, energy-efficient models. Look for heaters with high energy ratings or those certified to heat water efficiently, and with minimal energy wastage.

Install timers and thermostats

Timers and programmable

thermostats control water heater operation based on occupancy patterns. For instance, you

can set lower temperatures during periods of low demand, such as overnight, saving energy and reducing costs.

Use smart controls

The newest property management and energy management technology optimises water heater performance, based on realtime occupancy data, weather conditions, and hot water demand. These smart-systems instantly adjust heating cycles for maximum efficiency without compromising the guest experience, in fact enhancing it.

Insulate

Properly insulated water heater tanks and hot water distribution pipes reduce heat loss and help maintain water temperature.

Regular maintenance

Schedule routine maintenance

for water heaters to ensure they operate at peak efficiency. This includes flushing the tank to remove sediment build-up, checking for leaks, and inspecting heating elements or burners.

Heat recovery systems

An innovative approach to reducing energy consumption is the implementation of heat recovery systems. These systems capture waste heat from drain water and use it to preheat incoming cold water. Recycling heat that would otherwise be lost, can significantly reduce the workload on the water heater, resulting in energy savings.

Solar hot water systems

Harnessing renewable energy from the sun is a reliable and cost-effective way to heat water, reduce your property’s carbon footprint, and help combat climate change. Investigate

the incentives, tax credits and rebates on offer in your locale.

However, while solar hot water systems offer numerous benefits, they also come with challenges related to cost, space, weather, maintenance, and integration. It's a longerterm investment that pays off in time, but a thorough feasibility study should be completed to maximise its long-term benefits.

Optimise size

Ensure that water heaters are appropriately sized to meet hot water demand without excess capacity. Oversized heaters lead to energy waste.

Implement demandresponse programs

Participate in demandresponse programs offered by utilities. These programs allow properties to reduce energy consumption during peak demand periods in exchange for incentives or lower rates.

Educate staff and guests

Train your team to follow energyefficient practices, such as turning off water heaters when not in use. Educate guests about the property's sustainability initiatives and encourage them to use hot water judiciously.

Monitor and analyse energy usage

Implement energy monitoring systems to track water heater energy consumption in real time. Analyse the data to identify patterns and areas for improvement.

A water recycling system?

Explore water recycling or greywater systems that treat and reuse wastewater for irrigation, cooling, or toilet flushing. This reduces the demand for hot water.

Regularly review and update practices

Periodically review and update your energy-saving practices and technologies to stay current with the latest advancements in water heater efficiency.

Insights from a hot water system supplier

AccomNews asked industry supplier Chris Taylor, Managing Director of Solar Thermal Australia, how his business is tackling the latest sustainability trends and challenges for hot water systems.

Chris Taylor: We're committed to pushing the boundaries of hot water system sustainability. One of our key innovations is the integration of advanced control systems. Apart from traditional timer options, our controllers now feature a dry

contact terminal that can be remotely activated. This allows property management systems and PV inverters to turn on the systems based on variables such as energy tariffs or solar excess availability. Additionally, we're in the process of developing remote activation via wifi through an API integration, making our systems even more versatile. The recovery rate of our systems is a vital aspect of sustainability. Systems like our Reclaim product lead the way with a rapid recovery time of approximately 100 litres per hour. This is achieved thanks to our split system design and the use of a highly efficient CO2 natural refrigerant.

What about the latest energy-efficient technologies?

The commercial hot water landscape is evolving rapidly. We're witnessing a shift from gas boilers to electrification, and our products are right at the forefront of this transition. Our Reclaim Energy heat pumps

are available in various sizes, ranging from five to 20 kW, with options for different refrigerants and performance levels.

One of our standout features is the use of CO2 as the refrigerant, with an exceptionally low global warming rating of one. We're also expanding our product line to include units with a thermal output of up to 20 kW,

specifically designed for small commercial applications, and they can be banked together for larger demands. However, it's essential to consider factors such as return temperature when implementing heat pumps in commercial spaces, and sometimes using electric or gas boosting finishing tanks alongside heat pumps can be part of the design.

Chris Taylor, Managing Director, Solar Thermal Australia

Small hotels, Big impact:

Strategies for ESG success!

Let's address the elephant in the room: ESG (Environmental, Social, Governance). For many small to medium hotel owners, these three letters often evoke feelings of being "overwhelmed" and "resource-intensive”.

As someone who is familiar with the subject matter, I understand that sentiment.

Let’s dig a little deeper!

ESG is often misunderstood because of its perceived complexity and high resource expenditure. But what if we reframe this narrative? What if ESG could be an innovative and valueadding journey that not only meets regulatory requirements but also redefines a hotel brand in the eyes of its guests and the community?

"The ROI is uncertain, and the initial investment scares us," is a common sentiment I hear. But what if these challenges aren't roadblocks but steppingstones to a more sustainable and profitable future?

From compliance to advantage

I believe it’s time to flip the script and look at the “value creation” opportunities that ESG offers. This has been rebranded as ESG 2.0 or even 3.0 especially when we start including technological advances like blockchain and ai.

‘Materiality’ is a financial term used in ESG conversations.

In simple terms it means the most relevant or important aspect a hotel should start with when implementing ESG.

ESG 2.0 is more about ‘impact materiality’. This means investing in data collection that goes beyond ticking compliance boxes but measuring the impact these initiatives are having both intrinsically and extrinsically on the business itself and its surrounding community.

For example, reporting on certified social and environmental impact that your hotel has been able to achieve has much more weight with your stakeholders than some green washing targets you might include on your website. Substance is so significant when it comes to ESG value creation.

Where to begin?

The first decision for a small hotel should be “what aligns with my business goals, budget and values to get me started.”

Addressing the often neglected ‘S’ is to consider the community-building aspect of ESG. These initiatives foster a sense of community among guests and staff. Another often-overlooked facet of ‘S’ is employee satisfaction. A happy and satisfied workforce is more likely to provide excellent service, leading to happy guests. Some hotels have introduced flexible working hours, mental health support, and training programs focused on sustainability and community service.

An innovative solution for this that I’m personally involved with is the purchase of social impact credits through models like the Firefly Initiative. This allows hotels to buy outputs that volunteering organisations and their volunteers are selling.

New ESG trends

There are some fresh trends that could make your ESG journey more engaging and impactful.

One such trend is hyper-local sourcing. Hotels are increasingly sourcing locally not just for food but also for furnishings and decor. This reduces the carbon footprint and supports local businesses, creating a win-win situation for everyone involved.

Another emerging trend is the use of virtual experiences to educate guests about a hotel's sustainability efforts. Imagine offering a virtual tour of your recycling facility or a behindthe-scenes look at your energyefficient kitchen. This not only educates your guests but also makes them feel involved in your sustainability journey.

Blockchain technology is also making its way into the hospitality industry. Hotels can use blockchain to show how they are meeting ESG criteria, from energy consumption to waste management. This transparent approach can significantly enhance your brand's credibility and trustworthiness.

What about rising energy prices?

In Australia, some companies now offer power purchase agreements that make it easier for businesses to switch to solar energy without the hefty upfront costs.

Get your team on board with ESG

Lack of staff training is a common reason for ESG initiatives failing in hotels. Sustainability training can be expensive (upwards of $5000) and time-consuming, which prevents many operators from implementing it.

Sustainable tourism requires everyone in the supply chain to understand environmental impact, sustainability education must be accessible and affordable.

I’m delighted to see EarthCheck and Typsy, an online learning experience platform with a curated library of short video lessons, collaborate to develop

and deliver a series of short, costeffective courses on sustainability and responsible business practices, which are affordable.

ESG is a long-term investment

Six months or a year into your ESG journey, you'll start seeing tangible changes. Utility costs will likely go down, staff turnover may reduce, and guest engagement will probably increase. Many hotel owners report an uptick in bookings and positive customer reviews as people begin to appreciate and feel a part of the sustainability journey. But perhaps the most significant impact is internal. The process may be resource-intensive, but the ROI is not just monetary. It's emotional and communal. You're not just complying with regulations; you're building a brand that stands for something.

You can now ‘bank’ on ESG

Both investors and banks will now even back your hotel investments in ESG with sustainabilitylinked loans and social loans.

From CSR to ESG

ESG is not just corporate responsibility; it's brand responsibility. It's not merely about being eco-friendly; it's about being community friendly. And it's not just for the big players in the industry; it's for those small to medium hotels that are bold enough to aim for a more significant impact. So, if you find yourself at the crossroads of ESG compliance, remember: the path may be complex, but the destination is incredibly rewarding. You're not just adding value to your business; you're future proofing it. You're not just meeting today's needs; you're anticipating tomorrow's challenges. And most importantly, you're not just making money; you're making a difference.

David Nicolas Founder, Reson8

Powering up Australia's tourism:

Electric revolution in accommodation

By Mandy Clarke, Editor

In a report published by the Electric Vehicle Council in October last year, it was revealed that Australia boasts only about 3700 public chargers, spread over 2100 locations.

This number pales in comparison to many other countries, considering Australia's vast landmass. With the global spotlight on sustainable and responsible travel, an increasing

number of people are opting for Electric Vehicles (EVs) for their journeys. However, the limited number of public chargers is holding them back.

The scarcity of charging facilities discourages EV travellers, primarily due to the fear of running out of battery power before reaching the next charging station. This concern is especially daunting when travelling across vast and remote areas of Australia but even in urban areas and on highways, travellers must meticulously plan their routes to ensure

access to charging points. It’s an inconvenient way to travel.

To address these challenges, travellers depend on EVspecific navigation apps to help locate charging stations and plan accommodation stays to guarantee sufficient range for their intended journey. Expanding the EV charging infrastructure would mitigate these issues and make EV travel more accessible and convenient.

An obvious solution is to provide more charging facilities at hotels, motels, and caravan parks

across Australia. A move that would offer greater convenience to guests who could easily charge their EVs overnight and for operators it would attract the growing segment of ecoconscious tourists and serve as a unique selling point.

AccomNews recently spoke with leaders in the EV charging space

Emma Allen, Director of ChargeBoss EV Charging Solutions, highlighted the rapid growth of EV sales in Australia. EVs accounted for eight percent of new car sales in 2023, a figure likely to surpass ten percent by 2024, with a government target of 50 percent by 2030. However, she said the challenge lies in the lagging EV charging infrastructure, a problem that cannot be solved by government and council efforts alone.

She confirmed that EV drivers are relying on platforms like PlugShare to plan their journeys, making it crucial for accommodations to offer charging facilities. "It presents fantastic opportunities for the accommodation industry to achieve environmental, social, and governance (ESG) goals, while enhancing the customer experience".

Images courtesy of NHP Electrical Engineering Products

To create efficient EV charging stations, she said a robust ecosystem is needed, consisting of quality hardware (EV chargers), smart software for operation, troubleshooting, load management, analytics, and payment systems, along with electrical infrastructure that can utilise solar power and battery storage.

"This makes the charging station eco-friendly, sustainable, cost-effective, and profitable for property owners".

Pointing out the dangers of not providing an EV charging station, Ms Allen explained: "Some drivers will resort to using general power outlets, which

pose safety and theft dangers. On the other hand, installation of an integrated AC hardware and software EV charger for overnight accommodation, costs as little as $2000, plus installation, and will ensure a safer and more controlled solution."

For regional accommodations, providing charging facilities is particularly advantageous because it attracts travellers passing through, leading to increased revenue from overnight stays and other expenditures.

She said: "Being the first to offer public EV charging in a town can make a property a sought-after destination.

"Customisable charging options, whether paid or complimentary can add value to a business, promote the accommodation and improve its environmental reputation. Furthermore, accommodations that offer EV charging will gain a competitive advantage in a market that is transitioning away from petrol-powered vehicles.”

She emphasised: “Over time, EV charging will become a necessity rather than a luxury."

On installation considerations:

She said: “EV travellers want reliable and user-friendly charging options that are clearly marked and accessible.

“Accommodations can suffice with 7kW AC chargers for guests who charge cars overnight, but multiple chargers are recommended.

“Staff should be trained to direct guests, and there should be support from the charge point operator for troubleshooting.”

Ms Allen’s installation tips

Note, electrical installation costs can vary based on the premises' age, distance

to the main switchboard, complexity, and electrical engineering requirements.

An Electrical Site Analysis by an experienced electrician is advisable.

Monetising EV charging requires payment collection software, and full automation reduces the need for staff involvement.

Ms Allen concluded

Embracing EV charging facilities not only addresses the growing demand from guests but also presents unique opportunities for accommodations to align with sustainable goals and to enhance its reputation.

Ahmed Virk, Product Manager - Electric Vehicle Infrastructure, NHP Electrical Engineering Products reflected on the global movement towards a greener and more sustainable future in the tourism and accommodation sectors. Noting the adoption of EVs is rapidly gaining momentum and it's crucial for infrastructure to keep pace.

Mr Virk said: “Current trends in charging facilities for the accommodation industry encompass the increased adoption of EV charging stations, the integration of smart charging solutions and the utilisation

Images courtesy of ChargeBoss EV Charging Solutions

of renewable energy sources. Some of these trends have been driven by recent updates to the National Construction Code.

“Upcoming technologies may involve smart charging, advanced battery management systems, and improved user interfaces for seamless guest experiences."

To stay aligned with these trends, he stressed the importance of understanding the needs and preferences of EV-using guests, seeking convenient and reliable charging options. “Providers should consider offering dedicated EV charging stations with multiple connectors, provide charging access via mobile apps or room keys, and ensure compatibility with various EV models.”

He advised that promoting sustainability by using renewable energy sources for charging can also be a compelling marketing feature. Adding, "offering perks like priority parking for EVs, discounted rates, and informative resources on local charging infrastructure enhances guest satisfaction and attracts eco-conscious travellers.”

Mr Virk pointed out that for accommodations in regional Australia, “the benefits can be significant. They include attracting more customers and gaining a competitive edge, while promoting sustainability and stimulating the local economy.

“Moreover, embracing EV infrastructure can be an asset to the broader community,” he said.

On challenges

There are some compatibility issues with evolving EV technologies, they include finding suitable locations for charging stations, ensuring a sufficient power supply, and the need for ongoing maintenance and customer support.

Mr Virk concluded

It’s essential for providers to stay informed about EV charging trends and user preferences and most importantly to consult with respected EV industry providers. “An EV charging facility is not only a valuable service for guests but also positions accommodations for continued success in an evolving hospitality landscape,” he said.

Revolutionise your hotel with ChargeBoss EV Charging

Are you ready to transform your establishment into a future ready, ecofriendly haven while delighting your guests?

Charge Boss is your trusted partner that transforms an ordinary car park into a valuable amenity that not only att racts but also rewards your guests. Our integrated hardware and soft ware system will create reliable EV charging ecosystems, adding a 24/7 fully automated revenue generating facility. An EV Charging Station can boost your brand, achieve Environmental and Social Governance (ESG) goals, increase guest satisfaction, and att ract eco-conscious visitors.

• Own the asset and collect the revenue

• Choice of chargers to suite the nature of your establishment

• Flexibility to control rates and fees

• Hotel marketing campaigns & promotions

• Build your own ecofriendly eco-system

• Scalable solutions that evolve with the growing needs of your hotel guests and ESG goals. With the number of EV car sales tripling the past year, there’s no better time than now to make your establishment an EV Destination.

Contact us today on 02 8089 2090 or email us at hello@chargeboss.com.au to make your venue EV-friendly!

NCC 2022 and the future of EV charging infrastructure

As we move towards a greener and more sustainable future, the adoption of electric vehicles (EVs) is rapidly gaining momentum. In fact, more EVs were sold in the first half of 2023 than in all of 2022, so it’s important that EV charging infrastructure is robust enough to keep up with the increasing demand.

To this end, the introduction of the National Construction Code (NCC) 2022 means that a dedicated electric vehicle distribution board (EV DB) is required for new buildings and a certain percentage of parking spaces in new developments and significant renovations be equipped with EV charging points.

Dedicated EV distribution boards and EV load management systems - what you need to know

A dedicated EV distribution board is designed to handle the unique electrical demands of multiple EV chargers simultaneously. It ensures a seamless and optimised charging experience for EV users while preventing overloads and electrical hazards.

As the number of EVs on Australian roads increases, load management becomes a critical aspect of EV charging infrastructure. Load management refers to the strategic control of the electricity demand to prevent grid overloads and power supply issues. It ensures that EVs can be charged efficiently without putt ing undue stress on the electrical grid.

New buildings and renovations should employ load management strategies such as smart charging and demand-response technologies to stagger the charging times of multiple EVs. By doing so, you can avoid peak demand spikes, maximise the utilisation of renewable energy sources and minimise electricity costs for EV owners.

Modes of EV chargingunderstanding the options

There are several modes of EV charging, each off ering unique benefi ts and use cases.

• Level 1 charging

This is the most basic form of charging, utilising a standard household power outlet. It is slow and best suited for overnight charging at home;

• Level 2 charging

Requires a 240-volt outlet and off ers faster charging times compared to Level 1. They are commonly used in residential, commercial and public charging stations;

• Level 3 charging (DC fast charging)

DC fast charging is ideal for public charging stations along highways and busy routes. It can charge an EV to 80% capacity in a relatively short time.

As the demand for EV charging infrastructure soars in Australia, the hotel and tourism industry is in a pivotal position to drive change. To help you take advantage of this transformative opportunity, NHP has partnered with Delta - one of the world’s largest EV charger manufacturers – to bring a range of high-quality EV charging products to the local market which are perfect for hotels, resorts, apartments and other accommodation facilities.

NHP off ers a range of Delta EV chargers from the basic 7kW AC option to the 350kW ultra-fast charging option. Our team of dedicated engineers have also developed in-house solutions to meet local changing EV infrastructure needs, including NCC compliant EV distribution boards, the NHP Load Management System and EV readiness site assessment services.

Faster, smarter EV charging with Delta

NHP’s range of Delta EV chargers provides solutions to suit most applications

■ Easy installation

■ Fast and efficient performance

■ Smart connectivity for billing

■ Accessories available including charger posts, charging cables and upstreaming hardware

■ NHP service and maintenance packages available

■ NHP also offers EV Distribution Boards and EV Load Management Systems

SEEDLING

SOLE BIODEGRADABLE SLIPPERS

It’s time to create a better world, one step at a time with all-natural, 100% plastic-free, biodegradable plant-based slippers your guests will love. With just three sustainably sourced materials - flax, linen and cork - used to make each cruelty-free, vegan slipper, guests can feel connected to nature even in an urban setting and float out of your property with a clean conscience knowing their luxurious footwear experience won’t leave a mark on the earth. Combining warm, natural colours with a soft, gentleon-the-skin feel and tread, Seedling Sole is the perfect choice of slip-on for ultimate comfort and peace of mind. Will you walk with us? Enquire now.

C Swisstrade P 02 9979 1500

E info@swisstrade.com.au W seedlingsole.com.au

ALLURE OUTDOOR SUNBEDS AND CABANAS

The new ALLURE Range of outdoor sunbeds and cabanas from kudos are meticulously crafted from aluminium, with Sunbrella quality fabric and quick drying foam. These sun loungers epitomise comfort and style in outdoor relaxation and are designed to enhance any outdoor spaces with a touch of elegance. Now available in stock for delivery throughout Australia.

C kudos P 0419 599 819

E info@kudosurniture.com.au W kudosfurniture.com.au

THE UNIQUE CHRISTIE BARBECUE HOOD

The unique Christie barbecue hood is designed it to complement the functionality and performance of our industry leading cooktops. It protects the cooking surface and remains cool to the touch at all times. The sleek, curved design lets you cook with the hood closed, trapping heat and flavour and improving cooking efficiency by up to 25%. Like all Christie products, it is designed for ease of use and ultimate durability.

C Christie Barbecues P 03 9708 2999

E sales@dachristie.com W dachristie.com

THEY AINT HOT, BUT THEY SURE ARE HEAVY

Finally, an umbrella stand suited to resort use. 25 or 40kg concrete, stainless or aluminium stem, roller wheels, full circumference stem connection (no wobbles), In stock now and exclusive to Daydream Leisure Furniture.

C Daydream Leisure Furniture P 07 5493 4277 E sales@daydreamleisure.com.au W daydreamleisure.com.au

A COMPACT CLEANING COMPANION

High-traffic areas can be tricky to clean, and as a result, are often overlooked or only cleaned sporadically. The Vispa 35 from Comac will revolutionise the way you scrub small, congested areas. This machine replaces manual cleaning systems and floors are scrubbed, dried and hygienised in a single movement making them immediately safe to walk on. Designed for cleaning hotel foyers, restaurants, and wellness centres, the Vispa 35 offers all the advantages of a professional scrubbing machine, with compact practicality. Suitable for maintenance cleaning of floors up to 1000 sq.m. this machine is available in various battery-powered and cable-powered versions.

C Godfreys Commercial P 1800 314 580

E commercial@godfreys.com.au W godfreys.com.au

BREW. SIP. REPEAT

Introducing the Nero Coffee Pod Machine designed to make your coffee experience special. The 1400W motor in conjunction with an Italianmade 19-bar pump is the driving force behind Nero's performance, ensuring each cup is precise and consistent, meeting your desire every time. Nero's user-friendly settings, allow you to tailor your coffee with a simple button press - whether you want it for an early morning boost or a leisurely indulgence. When you're done, Nero's automatic shutoff function engages to save energy and ensure your safety. Nero's compact design makes it fit seamlessly in places where space is a concern, measuring just 25 cm in height, 15 cm in width, and 32.5 cm in depth. At a weight of 2.5 kg, it's easy to move and store. The Nero Coffee Pod Machine comes backed up with a 2-year warranty to give you that extra piece of mind and confidence in your purchase.

C Weatherdon P 02 9906 2202

E sales@weatherdon.com.au W weatherdon.com.au

GRIPFACTORY ULTRAGRIP - INNOVATIVE ANTI-SLIP SOLUTION

Brand new to Australia, UltraGrip is the invisible anti-slip treatment for smooth and/or damp floors, stairs and other surfaces made of concrete, ceramic tiles and marble. This game-changing product will significantly improve the slip resistance rating of the floor without changing the look or feel of the surface when dry. Developed and produced in Holland, UltraGrip creates microscopically small grooves in the top layer of the smooth floor. After treatment the water can drain easily underfoot, resulting in more grip and minimising the risk of slips and falls. UltraGrip is quick and easy to apply, just a 30 minute spray-on application, which is then washed off with water. Floors can be walked on immediately after, meaning minimal down-time for your business.

C Grip Factory P 1800 TO GRIP (1800 864 747)

E sales@gripfactoryantislip.com.au W gripfactoryantislip.com.au

Preferred Supplier Programme

assisting the industry

MANUFACTURERS OF QUALITY BEDDING QUALITY WITHOUT COMPROMISE FACTORY DIRECT PRICES

• Delivering the highest standard of product designed to give long life and superior comfort

• Two sided mattresses used across the entire commercial bedding range

• We use only the best quality re retardant fabrics and foams which also include pest resistant treatments, as well as conforming to Australian standards Sunshine Coast ph 07 5446 7541 Cairns ph 07 4032 5133 sales@themattresscompany.com.au www.themattresscompany.com.au

It allows managers to access industry specialists who are committed to the highest levels of service and dedicated to the accommodation and hospitality industries. This is extremely helpful for all accommodation providers but especially new managers as it allows them to benefi t from the positive experiences other managers have had with their suppliers.

Listed below are the stages of the process that ensure only the best industry suppliers can participate in the Preferred Supplier Programme:

1. All suppliers must receive a nomination from a property currently using their services that is completely satisfied with their levels of service and are prepared to recommend them to another complex in the industry (ie. if asked by another manager they could comfortably recommend the required supplier).

2. All nominations received are then qualified through a secondary questionnaire process to ensure nominated suppliers are able to provide the highest levels of service required and expected by managers.

3. Suppliers that still qualify are then asked to commit to the required levels of service for the next 12 months guaranteeing their commitment to the industry.

4. Subject to the satisfaction of these processes and commitments suppliers

then go on to the Preferred Supplier Database. Only Preferred Suppliers in this database have the opportunity to utilise the Preferred Supplier logo and make their contact details available to managers via the Preferred Supplier Directory, located in every issue of the AccomNews magazine and online at accomnews.com.au.

5. Preferred suppliers have their status reviewed every 12 months to ensure they still qualify and that their commitment to the industry is being met.

With these criteria in place it means that you as a manager have access to a complete range of specialist suppliers who are actively seeking to improve their services to the accommodation industry.

For your own peace of mind when dealing with any supplier ask if they are a Preferred Supplier. This can be verified by viewing a Preferred Supplier logo – made available for use in any of their stationery or marketing material or more simply by locating them in the Preferred Supplier Directory. So when looking for products or services give yourself the peace of mind that you are dealing with a recognised industry specialist and support these suppliers who are committed to servicing your needs.

BED SPREADS & BED COVERING PRODUCTS

1300 806 806 altogethergroup.com.au

For over twenty five years in Australia the preferred supplier programme and directory has been an extremely valuable and e ective tool for accommodation managers.