Accom Management Guide - Winter 2014

industryAA Travel: Domestic tourism is our lifeblood

technologyGuest Electronics: Charging those ubiquitous digital devices

energy & resourcesCarbon Sustainability: Economic rewards by reducing environmental impacts

www.accomnews.co.nzIssue 25 | Winter 2014NZD $16.50 (Inc GST)

hotels • motels • resorts • apartments • time share • holiday parks • budget • retirement

the no.1 guide to specialist accommodation industry product & service suppliers

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EDITORIAL Brent Leslie

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PRODUCTION Richard McGill

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ADVERTISING Stewart Shimmin 03 974 1036 [email protected]

CONTRIBUTORS

Michael Baines, Sally Att� eld, Fergus Brown, Lesley Immink, Moira Penman, Larry Mogelonsky, Ray Leach, Ning Zhang, Doug Kennedy, Brian Clark, Erin Coman-Beckett, Kelvyn Coffey, Fergus Brown, Adrian Caruso, Vicki Fosselius, Roberta Nedry, Rosie Clarke, Edwin Saldanha, Brendon Granger, Henry Clarke, Mandy Clarke, Graham Vercoe and Brent Leslie.

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ISSN: 1178-8941

Winter 2014

04 ACCOM MANAGEMENT GUIDE

industry05 Tourism Export Council Report:

Quick action needed on international visitor visa processing

06 AA Travel Report:Domestic tourism is our lifeblood

08 TIA Report:Careful watch needed on councils’ liquor reforms

10 MANZ Report: Google and Wotif raise motel industry concerns

11 Holiday Park Awards:Holiday parks leaders in their fi eld

management14 Special Report:

The brighter side of winter

16 Marketing:Travel bloggers should be on your hotel's radar

17 Accommodation Trends:What do hotel guests expect in a hotel room for free?

profi les18 Best Western Sails, Taupo:

A fascinating road to Best Western Sails, Taupo

property20 Buying:

Christchurch motel businesses– Are they good buying?

guest facilities22 Saunas & Steam Rooms:

How far should you go?

24 People Movers:Effi cient and stylish people mover

refurbishment26 Case Study – Quest Newmarket:


marketing32 Sales:

Resiliency in sales is best built during up market conditions

34 Site Integration:Seamless site integration for the busy times ahead

safety & security35 Cloud Computing:

Air tight

technology 36 Guest Electronic Devices:

Adapting to today’s ubiquitous digital devices

40 Case Study – Blue Peaks: Traffi cMate to the rescue at Queenstown’s Blue Peaks

42 Telephones in Rooms:A thing of the past – or an old friend?

43 HITEC 2014:The triumph that was HITEC 2014

housekeeping44 Coin Laundries:

Coin operated laundries a valuable revenue stream

48 Commercial Laundries:Choosing commercial washers for motel and guest laundries

52 Bed Presentation:Bed presentation trends for the accommodation industry

54 Back Pack Vacuums:The most effi cient way to vacuum

human resources56 Service:

Getting dimensional about guest experiences

energy & resources58 Lighting:

LED down light options for the accommodation industry

60 Carbon Sustainability:From carbon to sustainability – Achieving economic rewards by reducing your impacts

preferred suppliers63 The Preferred Suppliers Directory

Cover photo: Quest Newmarket, Auckland

iindustry

05WINTER 2014

Tourism Export Council Report:

Quick action needed on international visitor visa processing

For free samples and pricing contact your local Health Pak distributor or www.healthpak.co.nz [email protected] Phone 09 579 6268

“We appreciate Health Pak’s efforts to care for holidaymakers and travellers in a way that’s kind to nature”

Forest & Bird General Manager, Hone McGregor.

For every Forest & Bird product you purchase, Health Pak will donate a percentage to Forest & Bird to support their magical work in protecting our native flora & fauna.

IN THE PAST 12MONTHS THERE HAS BEEN GROWING FEEDBACK FROM TOURISM INDUSTRY MEMBERS INDICATING FRUSTRATION RE ‘BARRIERS TO GROWTH’ AROUND VISAS AND VISA PROCESSING TIMES FOR INTERNATIONAL VISITORS, AND EMPLOYMENT OF INTERNATIONAL STAFF.

With the rising number of China and South East Asian visitors and return of the European markets, we have reached a chronic situation in being able to deliver to these international visitors in terms of visa processing, and addressing their language and cultural needs.

The Tourism Export Council’s Immigration survey November 2013 to key tourism employers revealed:

PART A: Immigration visas issues for International Visitor Arrivals - (answered by Inbound tour operators)

• 32% indicated in the past twelve months they had had challenges in visa processing issues for potential customers to New Zealand

• 35% said they had lost business because of visa processing times and diffi culty with visa applications for groups or FIT travellers

• The two countries they had the most challenges with visas were China 28% and Indonesia 7% - both of these countries are identifi ed by Tourism New Zealand as key growth markets

• 30% when asked what they considered the optimum visa processing time should be, said within 24-48 hours and fully online. 54% said within 2-5 days

While we appreciate Immigration New Zealand (INZ) has been making changes with online applications and some language capability, we feel that more urgency needs to be applied to the timeline re processing times and full language capability.

PART B: Immigration visa issues for staff employment of international staff - (answered by Inbound and product suppliers)

• 63% of employers had trouble renewing or extending foreign employees work visas

• 90% agreed that staff with multi language skills and a proven stable work record with a current employer should be exempt from having

to meet the ‘labour market test’ to continue employment

• 81% expected the need to employ more multi language staff in the immediate to near future to meet the demands of international visitor arrivals and service expectations

• 95% supported TIA and TECNZ submitting to Immigration New Zealand an inclusion on the Essential Skills shortage list for “multi language tourism and hospitality” positions.

We are aware of the shortage of multiple language speakers across tourism and hospitality employers – especially those outside the Auckland region. The Tourism Export Council and TIA have submitted to the ‘Essential Skills in Demand Review’” a range of recommendations within the current immigration framework to assist with the employment and retention of multi-language speakers while balancing the responsibility of employment for New Zealand nationals.

We are grateful to government for the new funding allocated to Tourism New Zealand for international marketing and to the Ministry of Business, Innovation and Employment (MBIE) to partner with the tourism private sector to maximise growth and productivity in the tourism sector.

However the reality of the visitor experience usually begins with visa processing and ends with the on-ground visitor experience. If we don’t address these two barriers to future growth now we will become noncompetitive and gift some of our potential growth to other destinations which are accommodating these ‘fi xable’ issues with high urgency, like Australia and USA.

Recent discussions with INZ demonstrate that they are ‘listening to us’ and there are initiatives rolling out shortly to address some of the fi xable frustrations with government’s support.

With the high season and a busy 2015 only months away, our plea to INZ and government is to make visas for international visitors and migrant workers their top priority to enable us to deliver the best possible 100% experience!

By Lesley Immink, CEO, Tourism Export Council

Lesley Immink

i industry


AA Travel Report:

Domestic tourism is our lifeblood

WE ALL KNOW THAT ALONGSIDE THE REVENUE GENERATED BY OUR INTERNATIONAL VISITORS – VITAL EXPORT DOLLARS FOR OUR ECONOMY – DOMESTIC TRAVELLERS MAKE UP THE BIGGEST PIECE OF THE TOURISM PIE WITH THE SECTOR WORTH $10 BILLION EVEN BEFORE THE VALUE OF DOMESTIC BUSINESS TRAVEL IS FACTORED IN.

Domestic tourism is the lifeblood of New Zealand’s travel industry, but are we doing enough to maximise it or does it need a transfusion? Is it possible to grow the broader tourism pie by encouraging more Kiwis to visit other parts of their home country?

Kiwis like to get out and about, both within New Zealand and offshore. In New Zealand they often go to familiar places and usually only at peak times of the year, and over the last year have clocked up more than 30 million domestic visits.

The challenge is to encourage people to travel domestically outside of those peak periods – on the vast shoulders of the summer season – but we need to give them a reason to leave home.

Millions of our dollars are spent offshore in an attempt to lure international visitors to Aotearoa, which is an important investment to help ensure continuing economic growth. But if we’re already spending that money offshore to get the visitor base that exists today, where are the growth opportunities for the broader sector?

We believe there are plenty, but most of them require a bit of coordination and information – something that’s been lacking in the domestic tourism sector.

Coming back to the challenge to encourage travel, I believe there are three core areas of focus:

• Building awareness of high quality experiences available in New Zealand

• Ease of access and affordability

• Ensuring there is a compelling reason to travel

Ensuring that Kiwis know where to go and what to do when they get there is critical. Currently some regions are doing a great job of enticing people in, but not all areas have snowy mountains, big lakes, long beaches or Auckland’s events, which are obvious attractions that will activate visitors.

We’re saying there’s benefi t in working together to entice people to simply think about travelling domestically during times when they might not have to boost the shoulder periods.

One of the biggest problems the tourism industry faces is seasonality. This means that fi xed assets are only fully utilised for three or four months of the year.

At AA Traveller, we’re continually looking at new ways of encouraging people to see more of their country. Given that well over 80% of all domestic travel is by car, the AA as the voice of the New Zealand motorist, has always been linked with domestic tourism and has actively worked within the sector since the 1920s.

We’ve worked by assisting travellers which includes publishing more than three million maps, accommodation and touring guides every year.

AA Traveller offers accommodation discounts to its 900,000 members and more than $100 million in fuel discounts have been delivered to motorists over the last two years with AA Smartfuel.

We’re also investing in the industry by learning more about it every month. There’s not enough information about domestic travel in New Zealand. This is why, together with The Fresh Information Company, we’ve developed the AA Traveller Monitor, which is a defi nitive source of data to help us understand who is travelling around the country and why.

We’re close to having a year’s worth of monthly data under our belt which looks at the number of visitor nights, whether people are on business, holiday or visiting friends and family, where they go, where they are from and what they spend. We also ask those who participate in our monthly survey what the likelihood of recommending the place they visit to others is, to understand what areas are being promoted, based on how people feel about them. When people have a reason to travel, they do. Simply looking at the visitor night numbers reveals that holiday periods and long weekends shows that having a bit of extra time is one of those reasons.

For example, the AA Traveller Monitor shows there were 5.3 million visitor nights in March and 4.9 million in May. In between, April had 6.8 million visitor nights because of Easter and school holidays. Anzac Day fell on a Friday this year, directly after Easter, which helped to stretch out the holiday during a very balmy autumn.

Domestic spending in April was nearly $800 million – $161 million more than May and nearly $60 million more than March.

Along with the AA Traveller Monitor, there are a number of other proactive activities we’re doing, including continual promotion of regions, seasonal travel and events, hospitality awards for both holiday parks and motels, online campaigns, such as our recent Most Loved Beach promotion on Facebook and our current Wintervention campaign to drive accommodation bookings.

All of these things help, but they’re piecemeal and, from an industry perspective, not coordinated.

Domestic travel, as a sector, should be owned by the industry. Like New Zealand has an international brand with 100% Pure, domestic travel needs one too – a brand that we can all embrace and promote for the greater good.

New Zealand is worthy of exploring and we need to fi nd better ways of getting that across.

By Moira Penman, General Manager, AA Tourism

Moira Penman

Domestic spending in April was nearly $800 million – $161 million more than May and

nearly $60 million more than March.

i industry


TIA Report:

Careful watch needed on councils’ liquor reforms

COUNCILS AROUND THE COUNTRY ARE CONTINUING TO DEVELOP THEIR LOCAL ALCOHOL POLICIES (LAPS) THAT GOVERN THE SALE AND SUPPLY OF ALCOHOL.

LAPs were introduced under the Sale and Supply of Alcohol Act 2012 to give local communities the opportunity to influence things like trading hours, and the number and location of licensed premises. Auckland Council is currently consulting on its draft LAP, and TIA has made a submission on members’ behalf.

Overall, TIA supports the intent of Auckland’s Draft LAP to reduce the harm alcohol can cause. However, there are some points that we have asked the council to reconsider as they could affect the service levels the city’s hotels can offer.

The LAP provides for hotels to be able to serve alcohol to resident guests at any time, so they will be exempt from the council’s proposed maximum trading hours.

But TIA has raised concerns that, under the current draft, hotels would not be able to serve guests who are not staying at the hotel outside of the prescribed trading hours. This could mean, for instance, that guests attending a wedding or conference could not be served if they are not staying at the hotel. It would also put the onus on hotel staff to distinguish between resident and non-resident guests.

Hotels are in the business of caring and providing an appropriate environment for all their guests. This is done in many ways including compliance with the Host Responsibility Policy. We want to ensure that non-resident guests receive the same standard of service as those staying at our hotels.

Ultimately, we want to ensure that Auckland is seen as having a vibrant nightlife that encourages people to potentially stay longer and do more, while keeping safe.

Licensed accommodation providers around the country should be keeping an eye on their local council’s LAP activity to ensure any provisions don’t impact their business.

Working on workforce issues

TIA is also liaising closely with Immigration New Zealand (INZ) on ways to ensure tourism employers can hire the skills they need.

TIA and the Tourism Export Council of New Zealand recently joined forces to highlight to the government tourism’s need for more skilled temporary workers from overseas. INZ is reviewing its essential skills lists, which identify areas where New Zealand needs to attract skilled migrants.

We are encouraging INZ to recognise that tourism is facing acute skills shortages in some areas, especially in languages like Mandarin, French and German. There are also skills shortages in some regions and specific sectors, such as adventure tourism and hospitality.

Unless we plan for the future labour requirements of our industry and invest in the skills that owners, operators and staff will need to deliver outstanding visitor experiences, the aspirational goals set in Tourism 2025 of 6% year on year value growth will be that much harder to achieve.

Both TIA and TECNZ appreciate the government’s focus on employing New Zealanders first, but we say this policy position needs more flexibility to allow for regional variations, the seasonal employment patterns of the tourism industry, and the fact that we are now on a growth curve after more than five years of flat or declining performance.

The industry is embarking on strategies to employ New Zealanders to do the job, but we will continue to need temporary workers from offshore to help meet our labour needs. Failure to address these language and skills shortages will reduce our competitiveness in the global visitor market place.

Priorities for the incoming Government

Look out for TIA’s Tourism Election Manifesto which will be released shortly. In consultation with members, we have developed a set of priorities for action by the incoming Government. These actions will support the industry towards reaching our Tourism 2025 goal of increasing total tourism revenue to $41 billion a year.

We will bring the Manifesto to the attention of all candidates in the September 20 General Election and will continue to highlight the priorities to the incoming Government.

By Sally Attfield, Sector Manager - Hotels, TIA

Sally Attfield

Increasing inbound tourism is creating acute shortage of industry skills.

i industry


MANZ Report:

Google and Wotif raise motel industry concerns

THE ASSOCIATION IS IN FULL SWING PREPARING FOR OUR CONFERENCE IN TAUPO.

The heart of the North Island with the background of the Lake and Mountains; snow-capped too! We are delighted with registrations to date being ahead of last year. I believe that there has been a general turnaround in the fortunes of the industry and we are seeing turnovers and tariffs rise. We are still facing creeping increases in operating expenses, mainly due to the growth of commissionable sales through online travel agents and local council costs.

It is important for the public to understand that an increase in turnover doesn’t equate to every one doing better. An economic downturn leads to deferred maintenance and capital expenses. Issues such as cash-fl ow and short term fi nance, overdrafts etc. become top of mind. Recovery initially always means paying debt, doing the deferred maintenance and refurbishment, and then going through the capital goods replacement process. Even though there might be more revenue, it won’t translate directly across to increasing the return on investment for quite some time! There is always a danger of the politicians, economists and journalists jumping on the ‘increasing wage’ bandwagon but business reality suggests that that is all just rhetoric and only creates dissension and unrealised expectations.

Two recent announcements have given me cause for concern. Firstly the sale of Wotif to Expedia – it possibly refl ects more on the way that Wotif treated its room providers. Falling profi tability to me suggests that Wotif forgot the basic

premise; if you don’t have rooms as an OTA, you have nothing to sell. Certainly here, ‘the fewer rooms being given to Wotif the better’ has been the catch-cry – no one likes dealing with bullies! I hope Expedia knows and understands this simple fact – everyone in the distribution needs to make a profi t or it all falls apart!

The second issue is Google’s reported intention to ignore trademarks and sell Adwords against registered trademarks. It has been an issue for accommodators for ages; OTAs can buy name specifi c searches on particular properties. The purchase of the search means their site is at the top of the list and in many cases the direct property site is buried deep in the list. I would have thought that trademarks are intellectual capital and as such cannot be sold without the specifi c permission of the trademark holder. If the decision is true then, it changes the value of intellectual property completely. Motels have struggled for years to protect their names to no avail. Too many have place names and generic names attached and are thus un-trademarkable. Now it seems it doesn’t matter that Google is ignoring international trademark and copyright laws; not a pleasant thought! We look forward now to summer – longer days, warm balmy nights and lots of people staying!

By Michael Baines, CEO, MANZ

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iindustry

11WINTER 2014

Holiday Park Awards:

Holiday parks leaders in their field

SEVERAL HOLIDAY PARKS FROM AROUND THE COUNTRY WERE HONOURED FOR THEIR INNOVATION AND HOSPITALITY AT THE RECENT HOLIDAY PARKS CONFERENCE, HELD AT THE MARLBOROUGH CONVENTION CENTRE. ABOUT 300 DELEGATES ATTENDED THE EVENT, ESTIMATED TO BE WORTH ABOUT $500,000 TO THE LOCAL ECONOMY.

AA Spirit of Hospitality Award – Winner: Mercury Bay Holiday Park, Whitianga

Little things that can make a huge difference to their guests’ experience added up to the prestigious AA Spirit of Hospitality Award for Helena and Craig Stratford of Mercury Bay Holiday Park, Whitianga.

“Jump starting cars, lending spades to dig soak holes at the famous Hot Water Beach, booking boat trips and restaurants, recommending things to see and do, charging mobile phones and changing tyres are just a few of the things their guests have said they have appreciated,” AA Tourism Publishing Limited general manager Moira Penman said.

Holiday Parks Association New Zealand (HAPNZ) Chief Executive Fergus Brown said the AA Traveller Spirit of Hospitality Award is recognised by HAPNZ members as the premium award.

“This award emphasises the importance of world class customer service and acknowledges those who are providing their guests with an exceptional experience.”

Outstanding Contribution to the Holiday Park Sector – Winner: Kay and Dave Roche, Bowentown Beach Holiday Park

It was a team effort for Kay and Dave Roche of Bowentown Beach Holiday Park. Mr and Mrs Roche are the first couple to win the award for Outstanding Contribution to the Holiday Park Sector. The couple have been actively involved in the tourism and holiday park business for close to 30 years and are well known for going the extra mile to help others across the sector, said Mr Brown.

“If any holiday park in the region is having a problem, we know we can call on Kay and Dave. They’ll drop everything and do all they can to help out.”

He said the couple are widely known for the support, advice and friendship they show others in the sector, both new and established operators. “They have been mentors to many and are dedicated to furthering the cause of the holiday park sector. They were instrumental in establishing one of our marketing groups and invested their time to get the project going.

“They have travelled to the Queensland Caravan annual show for the last four years at their own expense to represent the whole of the holiday park sector. This show runs for a week and attracts more than 70,000 visitors, so their attendance is a significant benefit to all New Zealand holiday parks,” Mr Brown said.

Last year, Bowentown Beach Holiday Park raised $6615 for the HAPNZ charity, Breast Cancer Research Trust – the second biggest sum raised by a single park for the year.

Winners of the Spirit of Hospitality – (Left) Craig and Helena Stratford and Moira Penman, Chief Executive of AA Traveller with the Associate Minister of Tourism Todd McClay

i industry


Holiday Park Awards:

Tourism Industry Association (TIA) Innovation Award – Winner: All Seasons Holiday Park, Rotorua

A collection of life-size dinosaurs won the TIA Innovation Award for All Seasons Holiday Park, Rotorua. The park has created a Dinosaur Garden as an educational and fun family activity. Each dinosaur can be identified with the aid of a ‘clue sheet’ the park provides. “Kids of all ages spend hours running around figuring out what each one is,” said Fergus Brown. “Parents love this as it keeps the kids amused, giving them time to set up a tent, cook dinner, or just relax. It’s a fun holiday activity for families and gives them another reason to visit the park.” The dinosaurs are also available for adoption by individuals and businesses to help the park raise money for the HAPNZ charity, Breast Cancer Research Trust.

President’s Award for Contribution to the Community – Sponsored by TIA – Winner: Waiteti Trout Stream Holiday Park, Ngongotaha

Waiteti Trout Stream Holiday Park’s successful efforts to improve the Waiteti Stream earned it this award. Much of the park’s 147m of stream frontage was badly eroded. After a significant flood in August 2012, a Riparian Management Plan was agreed with the Bay of Plenty Regional Council which made wide-ranging improvements to preventing a recurrence of the problem and recovered some of the eroded land, with most of the significant cost paid for by the holiday park. “The work has also helped reduce the impact of floods on the neighbouring Waiteti Marae,” said Mr Brown. Michael Thorne of Waiteti Trout Stream Holiday Park also won a special President’s Award for his work coordinating the parks in the Rotorua area.

Jasons Smart Business Award – Winner: Taupo DeBretts Spa Resort

A range of innovations and improvements saw Taupo DeBretts Spa Resort win the Jasons Smart Business Award. These include the

establishment of an advisory board of leaders in different disciplines to support the business decisions.

The park has also introduced a cloud-based property management system which allows guests to select rooms or sites to ensure they are located with friends or next to playground facilities. The system also records guests’ contact details, which has helped Taupo DeBretts to grow its marketing database to over 450,000 people. The appointment of a purchasing officer has improved the park’s stock control and achieved an average of 18% better purchasing pricing.

Another initiative has seen the park contract a 24/7 call centre which has resulted in the number of missed calls dropping from 650 per month to 0.

In recognition of the growing Chinese market, the park has employed two Mandarin speaking team members and integrated with Chinese social media platforms, Weibo and Wechat. “Taupo DeBretts demonstrates that a range of relatively small initiatives can make a big difference and keep the business on the leading edge,” Mr Brown said.

Seekom Innovation in Online Marketing Award – Winner: Te Anau Kiwi Holiday Park

Efforts to support the fast-growing Chinese visitor market have seen Te Anau Kiwi Holiday Park win a national award for online marketing. Recognising that the number of visitors from China was growing quickly, the park decided to produce a Chinese language page on its website to make it easier for Chinese travellers. As a result, the park is getting more Chinese bookings directly via the website rather than through other booking channels.

“This award shows that you do not have to be technically clever to get an online innovation award,” said Mr Brown. “It’s relatively simple to add Chinese or other language pages to a website yet they are still the exception rather than the norm. We hope more properties will follow Te Anau Kiwi Holiday Park’s lead in welcoming those visitors whose first language is not English.”

David Ovendale of TOP 10 with Kay and Dave Roche, winners of the Outstanding Contribution to the Holiday Park Sector Award.

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Special Report:

The brighter side of winter

WINTER, BRRR…NOT THE FAVOURITE TIME OF YEAR FOR THE ACCOMMODATION INDUSTRY.

However, even winter can have a silver lining. At time of writing this, our ski slopes are alive with thousands of mainly young Aussie tourists and their kiwi counterparts having the time of their lives, the success of Tourism New Zealand’s marketing campaign across ‘the ditch’ at least partly responsible.

Luring Australia’s top rating morning programme, Sunrise, to the southern slopes to broadcast live back to Aussie TV viewers was a masterstroke and could continue to have benefits for years to come.

And while it is mainly the ski areas that are benefiting directly, at least some of those Aussies will be visiting other parts of the country during their trip, perhaps to return another day for a more extensive trip at warmer times.

The arrival in July of the first of Air New Zealand’s long-awaited stretched Boeing 787-9 ‘Dreamliners’ – the first of 10 that are due here by 2017, should also gladden hearts in our industry. Air NZ chief executive Christopher Luxon described the Dreamliner as “a real game changer” and although there is no sign that they will actually bring ticket prices down, the aircraft’s innovative, carbon fibre, fuel-efficient design will at least help maintain them at affordable levels.

No country is more reliant on the willingness of international tourists to pay long distance prices to reach here, and anything that will keep those ticket prices at reasonable levels has got to be welcome. However, as Moira Penman, general manager, AA Tourism points out in her first

column in the Industry section of this edition, it is domestic tourism that is the lifeblood of the industry.

Positive hotel outlook

A positive outlook is certainly a view shared by specialist hotel and tourism consulting firm Horwath HTL Ltd, which predicted strongly profitable times ahead for the industry in its Autumn 2014 Outlook publication.

“With bright international visitor and domestic economy prospects, New Zealand hotels should achieve 2-3 ‘golden’ years of increased occupancy, room rate and profitability, it said.

“Strong inbound and domestic visitation trends which should flow on to positive hotel demand, together with limited new hotel supply under construction, should allow hoteliers the opportunity to increase average annual occupancies and / or room rates in the high season in the next three years, and hopefully also in shoulder and low seasons,” according to Terry Ngan, director of Horwath HTL Ltd. “This should result in higher room revenues and significantly stronger bottom line profitability for hotels,” the report continued.

“In the last few years, increased funding of Tourism New Zealand from Central Government, greater air capacity from China, Australia and domestically, aggressive regional destination marketing agencies, tourism marketing initiatives by international airports in New Zealand and an increasing focus on the “free independent traveller” (FIT) market have placed the tourism industry in a strong position.”

…more Chinese visitors are now opting for independent travel options and higher quality tours here. High-

spending Chinese tourists rank New Zealand third on their wish list of places to travel, according to a report

from Hotels.com

mmanagement

15WINTER 2014

Mr Ngan commented that “hotels will be a big beneficiary of these initiatives, more so if the Tourism 2015 framework recently released by the tourism industry is embraced by tourism operators in their business planning.”

In general, there seems no reason why the next few months should not be good ones for the industry. The government seems well aware of the economic contribution tourism can make to the economy and is prepared to invest in it substantially to make it even stronger.

Multi-billion dollar input

Certainly, the positive trends from last year continued into the first half of this year. There were 2.75 million visitor arrivals to New Zealand to the June 2014 year, which was 5.7 per cent higher than the previous year. For the year ending June 2014, international visitors contributed nearly $7 billion to the economy, a nine per cent growth on the previous year. This growth was driven primarily by holiday visitors whose expenditure grew by 18 per cent during that period. Happily, there was also a revival in some of our more traditional markets, sparked by the release of the second Hobbit movie and the visit here and Australia of Prince William, Princess Kate and young George. Australian tourism is highly relevant as few northern hemisphere visitors on holiday will visit New Zealand alone.

And we cannot forget the contribution of Sir Peter Jackson and his artistic affairs with a small, fictional creature called a hobbit. Statistics show that of all holiday makers who come here, 14 per cent of them say they come because of the Hobbit movies. From our more traditional markets, one in every five visitors now says it’s in part because of the Hobbit movies.

Americans are perhaps the world’s most avid movie watchers and just under 212,000 arrived here in the year to June, up 11.7 per cent and now easily our third biggest market.

June figures also emphasised the growth in the German visitor arrivals with a total of 75,852 in the year, up 16.6 per cent.

Chinese travel factor

But everyone will be watching the Chinese market, comfortably our second largest and growing steadily in volume, but also changing in travel choices, with more Chinese visitors are now opting for independent travel options and higher quality tours here. High-spending Chinese tourists rank New Zealand third on their wish list of places to travel, according to a report from Hotels.com.

The website surveyed more than 3000 Chinese tourists and 3000 hoteliers to compile the Chinese International Travel Monitor (CITM). The report found New Zealand was among the top three destinations Chinese travellers most wanted to visit in the next 12 months, just behind Australia and France. In the year to May, 239,584 arrived here, up 8.5 per cent.

However, Australia is still in a class of its own here, accounting for almost half of our inbound tourism – 1,236,160 arriving in the May year, up a healthy 4.8 per cent. Nor are other markets forgotten with the Government

investing a considerable sum to encourage Tourism New Zealand to broaden its focus to include emerging growth markets like India, Indonesia and Brazil.

And so to next year. The signs are that it should be a very good one for the tourism industry. Sporting events such as the 2015 Fifa Under 20 World Cup and the ICC Cricket World Cup will bring many thousands of overseas visitors to New Zealand and focus attention on this country to countless millions more – a factor that will surely pay off handsomely in the next few years. Of course, New Zealanders will also travel in large numbers domestically to watch these events.

Yes, 2015 should be a very good one for the accommodation industry. And it’ll be on us before we know it!

By Brent Leslie, Industry Reporter

m management


Marketing:

Travel bloggers should be on your hotel's radar

ONCE A NOVEL CONCEPT, THE IDEA OF A TRAVEL BLOGGER IS NOW A MAINSTAY TO OUR INDUSTRY - AN OUTCOME OF THE INTERNET AGE AND ACCELERATED EVEN MORE THROUGH THE ADVENT OF SOCIAL MEDIA AND MOBILE COMMUNICATIONS.

Taking it upon myself to become acquainted with this journaling force, I annually attend a convention of travel bloggers entitled TBEX, which last year happened to be conveniently located in my hometown of Toronto.

How things have changed in the past few years since I fi rst reported on travel bloggers. Some 1300 delegates converged on our convention centre to hear a number of excellent speakers outlining various approaches and recapping the state of this fl edgling journalistic market segment.

With concurrent workshops and presentations, it was impossible for me to scope up more than a quarter of the material disseminated. The content that I garnered was highly informative but the bigger takeaway was the recognition that travel bloggers have gained within the industry.

The media marketplace, common to traditional PR programs, was in

full swing. Interestingly, there were fewer accommodation providers represented; it was more about destinations and tour operators.

What I learned: not all travel bloggers are equal. Many travel bloggers have established niches and have accrued loyal followers. In

effect, the more sophisticated bloggers have become specialised in a manner akin to print publications with topics such as family travel, romance, gay travel, honeymoons, and so on.

Digging deeper, you will fi nd that these bloggers' viewers are very active in terms of their responses, signifying a very strong bond with the blogger, far more passionate than what you could expect from print or broadcast media. Just imagine a newspaper where every article had a continuous stream of letters to the editor.

The question I pose is this: how does an accommodation provider penetrate the travel blogger realm? The answer is through individualised communications. The accommodation provider needs to understand what their property offers at its core. Based on this, you must fi nd bloggers who would be specifi cally attracted to your value proposition. Accommodation providers have to build relationships with bloggers in a similar fashion to traditional media members - one at a time and through diligent courtship.

In an era of mass communications through social media, it may seem somewhat archaic to look at travel bloggers this way, but indeed the industry has matured to the point where bloggers should be held in equal respect with mainstream media. I think of it as breadth of sale (broadcast media with many readers but only cursory interest by that audience) versus depth of sale (niche travel bloggers who have few readers but a devoted following).

One of the issues that was addressed at the TBEX Conference was how bloggers get paid for their work. In effect, reporters working for mainstream publications have a salary. Why not travel bloggers? Advertising fees from banner ads and pay per click?

It is an interesting issue. Accommodation businesses provide rooms and quite often ancillary services such as meals. These have a cost to the property. To add a fee to the blogger seems to run counter to the concept of fair reporting. It remains an open issue, one that will continue to gain discussion as bloggers grow in prominence.

One thing for sure; travel bloggers should be on your radar. Start by fi nding those that are consistent with your property's USP. Maintain close contact with those that are providing you with positive reinforcement of your brand values.

Larry Mogelonsky - is the president and founder of LMA Communications Inc, an award-winning, full service communications agency focused on the hospitality industry (est 1991). As a recognised expert in marketing services, his experience encompasses Four Seasons Hotels & Resorts and Preferred Hotels & Resorts, as well as numerous independent properties throughout North America, Europe and Asia. Larry is a registered professional engineer and received his MBA from McMaster University.

Larry Mogelonsky

Accommodation providers have to build relationships with bloggers in a similar

fashion to traditional media members - one at a time and

through diligent courtship

mmanagement

17WINTER 2014

Accommodation Trends:

What do hotel guests expect in a hotel room for free?

IT IS NORMAL NOWADAYS FOR HOTEL GUESTS TO EXPECT CERTAIN THINGS IN A HOTEL/MOTEL/RESORT GUEST ROOM SUCH AS CLEAN SHEETS, A HOT SHOWER AND A GOOD NIGHT’S SLEEP.

Some things which were previously only seen by accommodation providers as perks and freebies, are now expected, even at two and three star hotels. One of our big bugbears is fi nding wifi costs extra (or is of poor quality), a common disgruntle among many accommodation users. Guests are now expecting this for free with unlimited usage! With this in mind our search marketing team has been looking at how searches for certain freebies have evolved over time and it’s important to note that the search trends are showing people care far more about parking and wifi , than a free mini bar.

The following are growing search trends:

• Free wifi - If you’ve got it, fl aunt it. Remember to mention this on your website. We’ve seen harsh reviews on TripAdvisor for those hotels who do charge and it’s of poor quality.

• Free parking – Don’t be shy, put it clearly on your website.

• Free hotel shuttle – Taxi and car services are not expected to be complimentary but a free hotel shuttle service is a growing search trend and worth considering implementing.

• Free hotel bike (or boat!) – A free loaner bike or boat lets the guests see the area around a hotel with ease.

• Free hotel trips – This is a steady search trend in Google Trends and should probably fall into the category of “nice-to-have” but the high level of traffi c suggests that for some cities, guests are beginning to expect the hotel to play a part in organising some events or trips for guests.

Nice-to-have extras (these don’t have great search traffi c but keep guests happy)

• Free late checkout• Free minibar or mini-bar snacks• Free fruit (either in the room or in the lobby)• Fee room fl owers or chocolates• Free check-in drinks• Free spa treatments• Free upgrades

With accommodation guests across the industry expecting free wifi and free parking, those “freebies” aren’t going to gain any extra thanks or mentions on Facebook but there’s a lot of potential for extra social coverage for the hotel if perks or treats such as a free drink on arrival or a free tour of a city can be arranged. So… what does your accommodation complex offer for free?

By Adrian Caruso, Managing Director, Fastrack Group

Adrian Caruso

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www.accomnews.co.nzIssue 25 | Winter 2014NZD $16.50 (Inc GST)

hotels • motels • resorts • apartments • time share • holiday parks • budget • retirement

the no.1 guide to specialist accommodation industry product & service suppliers


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p profiles


Best Western Sails, Taupo:

A fascinating road to Best Western Sails, Taupo

A LONG AND FASCINATING ROAD BROUGHT RICHARD AND KAREN MURPHY TO THEIR DREAM POSITION AS OPERATORS OF BEST WESTERN SAILS, TAUPO. THE TRAGEDY THAT STRUCK THE TWIN TOWERS OF NEW YORK ON THE INFAMOUS 9/11 WAS ONE OF THOSE FACTORS.

Their journey together really began when Karen, a Kiwi, joined Richard – a Canadian – in Toronto back in the early 1980s. There they worked and raised daughters Emma and Lisa, seeing them safely through their university graduations, before relocating to Hawaii in 1995, mainly to escape Toronto winters, but with some commuting back and forth afterwards.

In 2002, they decided to make the move to New Zealand. Watching US naval ships rapidly leaving Pearl Harbour on 9/11 had a lot to do with their decision.

Richard explains why: “If America is attacked, the standing order is for Pearl Harbour to be emptied out immediately. We watched many naval ships leave the harbour that morning.” Suddenly Karen’s homeland began to loom large in their future plans.

Show-business days

But several decades before they came to even consider a life in New Zealand, both had pursued very different careers. Richard had spent his early years firstly as a dancer, then going to England for training in pantomime. He worked on several show productions that were famous at the time, such as The Tommy Cooper Show, and The Dickie Henderson Show.

His England career culminated working on The Strand, dancing in the show Pippen, a black & white minstrel production.

After returning to Canada in 1975, he opened his own dance studio. For the last 10 years of his career, he worked mainly for Paramount Pictures, as choreographer.

Richard and Karen danced in the movie, Davies and Hearst, the story of Randolph Hearst, starring Robert Mitchum and Virginia Masden. Richard later worked on 24 films, such as: Home Is Where The Heart Is, starring Christopher Plummer, Uma Thurman, and Susan Amis, in 1988 in Toronto; Getting Away With Murder (Lilly Tomlin, Dan Aykroyd, Jack Lemmon); Married To It (Beau Bridges, Cybil Sheppard, Stockard Channing); and The Queen of Mean starring Lloyd Bridges and Suzanne Pleshette.

pprofiles

19WINTER 2014

“Karen came from a dance family, herself included,” Richard said. “Her sister, Wendy was a former Australasian dance champion, as was her brother, Rodney Thomas, who later partnered Candy Lane of Dancing with the Stars as international dance competitors in Britain and Europe. Wendy now operates one of the largest dance competition in the U.S. (Las Vegas annually) and is recognised as one of the top choreographers in the country.”

It was actually Wendy who introduced Richard and Karen. Wendy and Candy host the Kiwi Classic Dance Competitions which is held at the Langham Hotel in Auckland annually.

New Zealand opportunities

After leaving Hawaii and taking up residency on Auckland’s North Shore, Karen and Richard were visited by friends who were developing a five-star Choice Clarion Suites property of 36 apartments on the beach at Paihia, Bay of Islands, said Richard.

“They asked us if we would like to run the existing motel on the property while the planning was done for the new place. We said ‘yes’, and ran an old motel of 20 units on the beach for 15 months (a real learning experience). Then the old motel was demolished and, after 15 months, the new property was opened and we were asked to stay and run that. We opened on Dec 17, 2005.

“After eight years in Paihia, we left in March 2011. We were then approached by Reading Entertainment, which owns Sails in Taupo, and offered a contract to run it. We moved here in March, 2011 and have been here since. That’s the extent of our experience in the accommodation industry.”

Living the dream

Taking on Best Western Sails, Taupo, might have seemed a little risky at time, but it’s certainly not a move they regret. Even links with their family have fallen into place, Richard says.

“Here we are, both getting older, working at something we love, meeting people, challenged to make a profitable return, and keep the establishment in a 4.5-star state.

“Our children have moved to Auckland so we see our grandchildren often. We are in good health, with Karen playing tennis competitively, and me playing golf (although not very well.) I would say we are living the dream.”

Since switching to Best Western in December, 2013, Richard says they are both very happy to be under that highly-regarded banner.

“Best Western is a good fit for us, because of the large presence of Best Western in Australia, where we find the best source of international visitors. The cost of coming on board was affordable and Best Western has very strong branding throughout the world.”

Pet-friendly payoff

Along the way they have discovered certain keys to being in the accommodation industry that have worked well for them. One is to accept their guests’ pet dogs, if prior arrangements are made.

“The greatest benefit of having a pet-friendly (dogs only) property is that the guests know we recognise their pets as family members,” said Richard. “For instance, we make a point of asking their pet’s name. As a result, the word-of-mouth advertising is very obvious in our bookings. Since 2011, we’ve increased our occupancy almost every month, (37 out of 40 months). We believe being pet-friendly has been instrumental in helping to achieve those numbers.”

He says they could hardly be happier for making Taupo their base. “The city is very much an events and activities hub – anything from climbing mountains; fishing the streams, rivers and lake; sight-seeing flights and sky-jumping; jet-boating; golf – and of course, skiing in the winter.

“For us, the best thing about Taupo, is the four distinct seasons with activities all year round. It hardly ever gets quiet. The city, with its more than 50 restaurants and good shopping, seldom fails to leave a great impression with our visitors. It’s a real advantage being on State Highway One to either Auckland or Wellington.”

Still more goals ahead

For Karen and Richard, it’s all turning out well, but both still have goals for Best Western Sails that they aim to accomplish before they retire. “We want to have developed a good working relationship with Best Western to our mutual benefit, including more room nights achieved,” said Richard. “We want to keep the standard of our property on a par with every other 4.5-Star in New Zealand and we’d like to find ways of rewarding both our staff and ourselves so we may stay fresh, keen and happy in our workplace.

“And we definitely want to win some recognition in our industry so that we may market ourselves further, both domestically and internationally.”

That seems a very realistic ambition. The couple won the Choice award for Australasian Franchisee of the Year for 2007, while operating the Edgewater Palms Clarion Suites in Paihia. And while that was for their high standards at another accommodation property, an award for Best Western Sails, Taupo, might not be far away.

“For us, the best thing about Taupo, is the four distinct seasons with activities all year round.

It hardly ever gets quiet. The city, with its more than 50 restaurants and good shopping, seldom fails to leave a great impression with

our visitors."

pr property


Buying:

Christchurch motel businesses– Are they good buying?

THERE MAY BE A PERCEPTION IN THE MARKET THAT PRICES FOR CHRISTCHURCH MOTEL BUSINESSES WILL BE VERY HIGH AT THE MOMENT, DUE TO THE BUOYANCY IN THE INDUSTRY. THIS IS HARDLY SURPRISING, GIVEN THAT IT IS WIDELY UNDERSTOOD THAT CHRISTCHURCH MOTEL OPERATORS ARE ENJOYING RECORD INCOME AND PROFITABILITY AS A RESULT OF THE EARTHQUAKES.

With approximately 74% of hotel stock taken out initially and presently about 40% of the pre-earthquake hotel rooms operating now, there is certainly a shortage of accommodation in Christchurch much of the time. Tourist numbers to the region are down, but recovering, however there seems to be plenty of other activity in the city requiring commercial accommodation.

Buyers of motel leases in Christchurch these days are actually enjoying the highest rates of return on investment in the country for this industry. This is because the sale prices have generally not risen (if at all) to anywhere near the level of increase in profi tability. This may be a result of the market factoring in a buffer against revenue and profi ts returning to the old normal.

To illustrate this, a bit of history as to how the market has arrived where it is today may help.

Prior to February 2011 accommodation providers in Christchurch were, like most of New Zealand, enduring diffi cult times due to the effects of the Global Financial Crisis and also to a general oversupply of commercial accommodation. With much of that available accommodation in Christchurch removed quite suddenly, the situation changed drastically.

Nonetheless, after the earthquakes the industry was still in a bit of shellshock and, whilst revenues and profi tability were climbing on a rolling monthly basis, the market was still slow to respond. As a result, motel lease (business) prices did not really increase although profi ts certainly did. The earlier buyers to take the plunge (in late 2011) were buying motel leases showing returns of 40% or more on their purchase price. As more businesses changed hands the market settled to around 30% return on investment, compared to about 20% in the rest of the South Island.

In other words, the profi tability has risen dramatically and so have the returns on the funds invested in the business. Motel lease prices are now actually similar to what they were in a good market, before the global fi nancial crisis. If profi ts were to reduce, then it may be that expectations for return on

investment may return to being in line with other locations, which if so would keep the prices at similar levels.

Furthermore, we need to look at the likelihood of the supply situation continuing as it is. There is a shortage of accommodation in Christchurch, both in the hotel and motel sector. There is not much building going on, because room rates need to rise considerably even from where they are now in order for new builds to be fi nancially feasible at commercial rates of return. This applies throughout most of New Zealand.

We have for some time now held the view that the accommodation industry is at the point in the supply and demand cycle where the lack of new supply coming on stream is likely to create a healthy environment for the industry to build occupancy and room rates. In recent years land costs and building and consent costs have continued to rise whilst tariffs have remained relatively fl at (for most of New Zealand), creating a situation where new builds are currently not usually fi nancially viable. This has resulted in a very low volume of building and planned building in the foreseeable future which should result in improved occupancies and then room rates. The recently released 2014 Horwarth HTL Outlook (NZ) forecasts good profi tability for the hotel sector for the next two to three years, based in part on the low volume of planned construction in the near future.

Some operators are currently reporting a quieter winter than last year, but this is relative and there will always be fl uctuations. With the rebuild yet to go into full swing, with thousands of workers still looking to come into Christchurch and billions of dollars to be spent, plus the well evidenced recovery in tourism (which happily is now benefi tting other parts of the South Island), it wouldn’t seem overly optimistic to suggest continued good times ahead.

To summarise, the best time to have purchased a motel business in Christchurch would have been in 2011 before the market woke up to the opportunities. Returns are still far higher than average now though and so there would still appear to be plenty of fat in the system to be enjoyed for the foreseeable future.

As always, questions or comments are always welcome.

By Kelvyn Coffey, Coffeys Tourism Property Brokers

...with thousands of workers still looking to come into Christchurch and billions of dollars to be spent, plus the well evidenced recovery in tourism (which happily is now

benefi tting other parts of the South Island), it wouldn’t seem overly optimistic to suggest continued

good times ahead.

Kelvyn Coffey

Photo courtesy of christchurchnz.com

www.coffeys.co.nzFreephone: 0800 263 339

Telephone: +64 3 366 9040 Facsimile: +64 3 366 9051E-mail: [email protected]

Industry Specialists Since 1984

New Zealand WideQUEENSTOWN HANMER SPRINGS

HAMILTON HASTINGS

FOX GLACIER NELSON

Chris WongP: 09 551 0154 M: 021 106 6188

E: [email protected]

Peter McGrathP: 06 929 7681 M: 027 449 1608


Donald PannettP: 03 974 7563 M: 027 526 1215


Inky StoveP: 03 550 0471 M: 021 182 6940


Kelvyn CoffeyP: 03 550 0459 M: 027 432 0565


Inky StoveP: 03 550 0471 M: 021 182 6940


Beautiful Luxury LodgeA prestigious freehold lodge for sale on a large parcel of land offering many income options.

Situated within 10 minutes from both the Arrowtown and Queenstown main centres, this business continues to show increasing revenue and pro� tability.

Positioned to take advantage of the growing top end accommodation market in one of New Zealand’s most dynamic regions.

FHGC $2,750,000Ref # 4055

Entry Level Hospitality OpportunityNew listing for an entry level motel in Hanmer Springs.

With tourism on the upward trend, tourist hotspots like Hanmer will be one of the � rst to bene� t from that extra custom.

This 11 unit refurbished and well established property set in a beautiful garden setting with in-ground swimming pool and close to the Thermal Hot Pools is priced to sell.

Lease $320,000Ref # 1345

Freehold Motel InvestmentWith exceptional guest reviews and an excellent operator in place, your investment is secure with this solid performer. Just seven years old, this 15 unit motel offers a respectable return. Located on Hamilton’s motel mile this property is set to enjoy the continued growth of Hamilton, now ranked as New Zealand’s third fastest growing urban area. Grab this opportunity while you can.

Land & Buildings $1,875,000Ref # 9432

Motor Lodge With The “WOW” FactorGreat location in sunny Hawkes Bay on the main road to Napier, this motor lodge has 25 luxury, quiet and very spacious apartments in excellent condition. The complex boasts a top ranking on Trip Advisor and also offers guests a conference facility and swimming pool. The owner’s residence includes three bedrooms and a double garage. Bring your marketing skills and grow this affordably priced

business.

Lease $450,000Ref # 8606

30 Room BackpackersRecently refurbished on a prime 2,502m2 site in the heart of the Village. Run under management – owners wants sold! Revenue is climbing sharply and showing good pro� tability. Substantial food and beverage operation. Good owner’s and staff accommodation. An opportunity to purchase a freehold going concern at a very favourable price, below rateable value on land and buildings.

FHGC $1,200,000 (Negotiable)

Ref # 3553

A City On The MoveA change of name and strong activity in the Nelson market has worked wonders for this revitalised property. The 2014 � gures for the motel show a marked improvement and the future looks bright for this well positioned 12 unit property.

Total refurbishment of this 4 Star Plus property ensures that � rst impressions from clients are very positive and repeat business is on the rise.

Don’t miss this chance.

Lease $425,000Ref # 2452

gf guest facilities


Saunas & Steam Rooms:

How far should you go?

LOCATION, VIEWS AND OTHER NATURAL ATTRIBUTES MAY BE PART OF YOUR DRAWCARD FOR TOURISTS BUT WHAT SETS YOUR RESORT, HOTEL, MOTEL OR B&B APART FROM THE REST IS LARGELY IN THE GUEST FACILITIES YOU PROVIDE.

And the majority of your guests do want to relax. Even if they are avid sightseers or boundless adventure seekers, at the end of the day the will enjoy a large dollop of relaxation. And, to today's savvy travellers, that means spas, saunas and therapeutic treatments.

The practice of travelling to hot or cold springs in hopes of effecting a cure of some ailment dates back to pre-historic times. Many people around the world believed that bathing in a particular spring, pond or river resulted in physical and spiritual purifi cation. Forms of ritual purifi cation existed among the native Americans, Persians, Babylonians, Egyptians, Greeks and Romans. Today, ritual purifi cation through water can be found in the religious ceremonies of Jews, Muslims, Christians, Buddhists and Hindus. These ceremonies refl ect the ancient belief in the healing and purifying properties of water. Most travellers revel in a spa. The term spa is associated with water treatment that is also known as balneotherapy. The term is derived from the name of the town of Spa in Belgium, whose name is known back to Roman times, when the location was called Aquae Spadanae.

Yet, the most developed and sophisticated use of water with healing and relaxation purposes comes from Turkish hammams. This therapeutic use of water was introduced by Muslims in the European Middle Ages. The fi rst truly popular spa was Saratoga Springs not far from New York, which, by 1815, had two large, four-storey Greek revival hotels. It grew rapidly and, by 1821, it had at least fi ve hundred rooms for accommodation.

Complementing spas nowadays is the sauna. The word sauna is an ancient Finnish word referring to the traditional Finnish bath. Strangely, sauna does not necessarily mean a building or space built for bathing. In fact, in Mexico and Guatemala, a version of the sauna indigenous to the Americas, called temazcal, is more like the saunas in hotels today - a version of the sweat lodge used by indigenous peoples of the Americas, though the temazcal is usually made of clay or stone rather than wood.

Archeological sites in Greenland and Newfoundland have uncovered structures very similar to traditional Scandinavian farm saunas.

But it is the Finnish sauna culture most followed today - there are built-in-saunas in almost every house in Finland. The oldest known saunas in Finland were made from pits dug in a slope in the ground and primarily used as dwellings in winter. The sauna featured a fi replace where stones were heated to a high temperature. Water was thrown over the hot stones to produce steam and to give a sensation of increased heat. This would raise the apparent temperature so high that people could take off their clothes. The fi rst Finnish saunas are what nowadays are called savusaunas or smoke saunas.

It doesn't end there. A hammam is a public bath infl uenced by ancient Turkish traditions. Conventionally, the hammam includes a cold pool in the centre of the structure and diffuse, high-intensity mist. In the past, the hammam served as a central gathering point for the community where people could socialise, relax and practice personal hygiene. Day spas have revived this ancient tradition, adding contemporary spa touches such as aromatherapy steam treatments, exfoliating skin treatments and hydrotherapy.

At day spas, cold plunge pools are normally paired with saunas or steam rooms to provide an invigorating and refreshing counterpoint. Cold plunge pools contain chilled water in which guests can immerse themselves for a brief time after a sweat-inducing steam or sauna. The alternating hot/cold temperatures are said to aid in effective circulation and detoxifi cation.

Many day spas offer sauna sessions, during which guests can experience dry or wet/dry heat intended to promote deep relaxation. Exposure to high temperatures in a sauna is also thought to aid in detoxifi cation and weight loss. Some claim that heat exposure helps to strengthen the immune system by stimulating the production of white blood cells.

A steam room differs from a sauna by stressing humidity over temperature. The humidity of a steam room is said to have a positive effect on a number of chronic conditions, including acne and sinus congestion. The steam is also thought to improve skin health and circulation. Guests with muscle conditions or chronic pain have experienced temporary relief from steam exposure. Steam heat has also been recommended for those suffering from severe allergies or asthma.

Jacuzzi baths and whirlpools are known for providing restorative hydrotherapy through pressurised streams of water. Whirlpool baths offer the healing touch of massage in a comfortable, customisable environment. Many of the latest models allow the bather to adjust the temperature and pressure of the water jets for various purposes.

There are laconicums (for people who fi nd saunas too hot and steam rooms too humid) and tepidariums, a chill-out room with heated loungers and rhassoul mud rooms, where therapists apply detoxifying mud treatments all over a guest's body, face and hair, before sitting back and enjoying gentle herbal-infused steam and wait while the clay absorbs toxins and nourishes their skin.

But that is not the end of it. Therapeutic body massages, relaxing facials, nail treatments, yogic programs, anti-aging therapies, private ladies only clubs, gentleman's clubs, prenatal treatments, majali (intimate seating/meeting areas), manicure-pedicure stations, facials, aromatic slimming massages, wellness rituals, body exfoliations, beauty treatments, shirodhara facial massages, nutritional programs, aquabiking, body souffl és, salt infusions, wellbeing suites, wailele (waterfall) suites, hot stone foot beds, vitality pools, ice fountains and wax services are all part of the new-age healthy living guest facility.

A spa's philosophy is to combine eastern and western treatments and philosophies to evoke tranquility, restore inner calm and renew energy levels. The best therapists at the best spas have had extensive training in reiki, refl exology, shiatsu and more.

You owe it to your guests to provide this therapeutic relaxation... the question really is, how far should you go?

By Graham Vercoe, Industry Reporter

gf guest facilities


People Movers:

Efficient and stylish people mover

BEING ABLE TO MOVE SMALLISH GROUPS OF PEOPLE AROUND QUICKLY, ECONOMICALLY AND IN COMFORT, IS BECOMING MORE AND MORE IMPORTANT IN NEW ZEALAND.

Our low population density by international standards means that the very regular and reliable public transport taken for granted in many cities overseas does not exist here, yet the traditional reliance on private motor cars is being steadily constrained by increasing petrol and parking costs.

A mode of transport that delivers a group of people to its destination rapidly is increasingly making practical and economic sense.

People movers come in all shapes and sizes, ranging from small golf course buggies and those that move guests and their baggage around extensive resorts and hotels, to those that are capable of moving 6-10 people on roads with other traffic.

One major usage for people movers is in tourism. While coaches or buses are fine for many uses, vans for smaller groups or specific purposes, such as wildlife expeditions, are often far more practical.

These vehicles are now popular for taking passengers to and from airports – a trip that can be outrageously expensive by taxi but extremely inconvenient by airport bus or public transport. Vans run by private operators as airport shuttles that pick up or drop off small numbers of people to and from their flights, are now common in most centres.

But for this and any other use on the roads, a high degree of reliability and comfort is essential. Paying passengers are usually on tight schedules and expect to be delivered to where they want to be at a certain time, particularly if they have a flight to catch. And while other types of passengers, such as sight-seers might have more time, no one likes inconvenience. Likewise, a van that rattles, is draughty and has rigid suspension, is not likely to encourage repeat customers. Most travellers these days have come to expect certain standards.

When it comes to such vehicles, it is doubtful if any has a better reputation than Ford Transit. Generations of young Kiwis doing their big OE, explored the UK and Europe in them as they were the reliable workhorses of several travel companies specialising in expeditions for young people.

However, Ford’s new Tourneo Custom is a big step-up in comfort and style.

The Tourneo is a larger version of the smaller Transit with a substantial 317mm increase in wheelbase, a total of 3,300mm to accommodate nine people and their luggage.

It contains three rows of three seats, the middle one up front capable of folding flat to form a table and a cup holder. A stylish dashboard houses software that incorporates voice control into the audio and Bluetooth functions.

In the back is another two rows of three seats, the extra wheelbase providing generous space for the passengers and their luggage. The Tourneo is capable of seating six with a third row folded away to carry sporting and recreational equipment such as camping and ski gear, or three fully assembled mountain bikes. Ford says there are 30 different seating combinations for the rear compartment. The chairs were designed with passengers’ comfort in mind and the heating is sensibly

installed in the rear.

There are no concerns about the motor having sufficient grunt for any task as the most powerful of three versions

of the 2.2L turbo diesel engine available in Europe can be purchased here – the 114kW/385 Nm with a manual transmission.

So, with plenty of room, power, comfort and safety features, the Tourneo has a lot going for it, but to those factors can be added its rakish good looks. As one motoring writer for a major newspaper put it, after noticing admiring looks from onlookers or being approached with positive comments, “The overwhelming impression was that the Tourneo is a machine that makes people movers cool…”

A great deal more than just a functional mode of people transport here!

By Brent Leslie, Industry Reporter

Safety takes on added importance in larger vehicles carrying groups of people, especially in weather that might be inclement, or over difficult terrain, and the 5-Star Euro NCAP Safety rated Ford Tourneo is well catered for with a host of safety features including;

• ISOFIX seat attachments

• Six Airbags - Driver & front passenger, driver & front passenger thorax & side curtain

• Anti-lock Braking System (ABS)

• Electronic Brakeforce

Distribution (EBD)

• Electronic Brake Assist (EBA)

• Cruise Control with

Adjustable Speed Limiting

Device (ASLD)

• Dynamic Stability Control

(DSC)

• Glass - Chemically bonded

peel resistant & tinted

• Hill launch assist

• Load adaptive control

• Roll over mitigation

• Traction Control System

Ford Tourneo – cool people mover.

ford.co.nz

Key Features5-star NCAP safety ratingSeats up to 9 peopleCruise controlGenerous cabin space with SYNC® & Bluetooth® technology

At just $56,990 + ORC, check out all the great features and versatility of the All-New Tourneo Custom at your local Ford dealer.

Service intervals – 30,000kms or every 12 months6.7L/100kms combined fuel economy Front and rear parking sensors

The All-New Tourneo Custom

FOR 3805 Accommodation Management Guide FP.indd 1 16/04/14 4:14 PM

r refurbishment


Case Study – Quest Newmarket:


It took some clever organisation to pull it off and it required a good deal of co-operation from both contractors and some guests, but a major refurbishment at Quest Newmarket has gone off without a hitch.

Set in the middle of Auckland’s classy central shopping area, Newmarket, in close proximity to restaurants, cafés, and major swimming and cinema complexes, it has been a popular choice for those wanting accommodation ever since it opened in 2003.

“We have quite a mix of clientele,” says David Compton, who has owned Quest Newmarket ever since it opened. Guests range from people who use it much as a hotel – only staying up to three nights, while others on business assignments could be there for several months, he said.

“And then we have leisure guests who are often very loyal. They might only come twice a year, but five years on, they’re still staying here twice a year.”

Having travelled himself as a businessman, Compton knew the downside of corporate travel and had put some services in place early on help make life pleasant and convenient for those on the road. “All the restaurants around here are not only happy to charge back to the guests’ rooms but they’ll deliver to the rooms the same meals that they serve in their restaurants. And guests who have dietary requirements use our pantry shopping quite a lot. We’ve always had access to a full service gym for guests.”

The quality of such services was also reflected in the building’s construction.

“The developers who put this property together certainly knew about hoteling. They put money into good quality materials and fittings where

it would count. For instance, even after 10 years, the carpets in the corridors showed little or no sign of tramp. There were one or two stains that we couldn’t get out but the original quality had really lasted the distance.

“However, there were some aspects that were starting to get a bit tired, e.g. on the north side where the sun was causing some fading. So, it was time for us to do a major revamp,” Mr Compton said.

“I was really fortunate in that Grace Natrass, who handled the original interior design and decoration, was still in Auckland [now with Southern Hospitality], and we’d continued to make use of her skills occasionally. She was all set to repeat the quality she’d put in at the outset and we were able to retain our existing strengths, which we knew quite well from our clients’ feedback. But we also knew the areas where we thought we were weak, and set about designing to rectify those.

“For instance, with the number of long stay guests we have, we knew that we were short on food storage and food preparation space in the 24 one and 3 two-bedroom apartments, and we knew the cooking facilities were not really as good as we wanted them either. From the feedback on our bathrooms, we knew that the design of the vanities worked nicely and so we replicated these with the addition of a stone top, allowing plenty of space for people to spread their things out, and we were able to replicate that concept in the kitchens, at the same time installing the latest ceramic cook-tops.

“We’ve replaced the table and chairs in the 27 apartments that had them, with an island bench with stools around it so that people have food preparation space and storage, which also doubles as a table,” Mr Compton said.

rrefurbishment

27WINTER 2014

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Guest entertainment

Upgrading electronic guest entertainment to the latest standards provided a special challenge.

“We’d had a major change of entertainment systems about year fi ve, so we were not behind the times, but we were reasonably stymied as to how we should go forward. We’d had a really good run from the Phillips sets we’d installed originally and were happy to entertain going with that brand again.

“We’d done a reasonable amount of research to make provision for the television systems for the future, and so we put in the latest Philips hotel models because of their advanced computing abilities and fl exibility. On that base, we’ve been able to install a SKY Movielink system. Previously, that SKY system had been pretty much reserved for the larger hotels.

“And we take dtr Leaseplus equipment on fi ve year contracts. As a lot of this entertainment system has become more and more technical, I fi nd if you are not careful, a hotelier can fall between the set supplier, who doesn’t want to actually do the install, and an installer who doesn’t understand what the hoteling system really needs. But with dtr, we’ve found Richard Sextone is really good at staying up with the play and is a good person to have with you when you’re making potentially tricky technical decisions and commitments. We’ve had fi ve years of really

good service from dtr. Sometimes it’s really good to just be the client.”

Updating wiring in an existing establishment can be diffi cult to achieve economically but David Compton said that was not a problem for Quest Newmarket.

“Fortunately, companies such as SKY don’t neglect their existing clients and develop their systems so they can be satisfactorily installed on older infrastructure, as well as brand new. Our existing infrastructure was reasonably good and we’ve been able to use it without spending a fortune on rewiring.”

Smaller premises challenges

While makeovers are a challenge for any hotel, larger ones can often close down large areas at some times of the year, without signifi cant loss of revenue, but it is not so easy for smaller ones, especially those with consistently higher than average occupancy levels. Quest Newmarket averages 83 per cent.

“We’re only a small operation, 49 apartments, so we couldn’t afford to just close down a fl oor at a time. We had to keep trading with the minimum amount of closeout. With the co-operation of really professional contractors, we were able to achieve targets like changing out three kitchens and bathrooms in a day – and have two of them ready to be used again that night.

r refurbishment



“Dalma handled all the kitchen joinery and we used contractors we’ve always used for the plumbing and electrical. All were really co-operative. We’d use one room as a pilot. From that room, we’d work out whether there were more things that we could do off-site and bring them in ready to install, which contactors should come in first, and how long it took them to complete their part of the operation. And instead of completely refurbishing just a few rooms at a time, right from scratch, we rolled through completing whole elements of the rooms in one go, such as all the kitchens and bathrooms, all the painting, and swapping out the soft furnishings for recovering.

“We laid the new carpets on weekends. The guys would come in on Thursdays and we’d close out half a floor. Fortunately we had the measurements for all the room sizes and carpet cuts still on record. We’d cut the carpet for the weekend and they’d start laying it on Friday as people moved out. They’d work all Saturday and Sunday as well, staying on-site, and go home on Monday with the rooms back in operation again that night.

“It’s been a real challenge but with the co-operation of both our contractors, guests and staff, it’s all happened. There was a degree of impact on some of our customers, but they were very patient. They could see the improvements that were coming, which they’d be able to enjoy. Overall, I think we’ve got away with it extraordinarily well.”

Definite improvement

By the end of June, Quest Newmarket had had been totally refurbished – internally and externally. So, what improvements are those regular guests now seeing?

“It’s definitely better,” says David Compton. “It’s all fresh and modern, the colour schemes are up to date and all of the things that people expect from a 4.5 Star operation are in place. It’s a more modern looking fit-out now – stone tops, more laminate around and lighter paint colours on the walls.

“Our customers really like what we’ve done and there are some interesting plusses that I hadn’t bargained on. For instance, families who use the island benches with the stools tend to socialise around them more. While one of them is cooking, the other one might sit at the bench with a glass of wine and talk, which previously they didn’t do with a table and chairs.”

But the way of measuring quality in hotels has changed, he said.

“Twenty five years ago, people would come to a hotel and expect to be pleasantly surprised by the luxurious fittings and décor, but people who come here now are very likely to have at least that high a standard at home. These days, I think the challenge is to be able to provide the facility for people to operate in as comfortably and easily as they would at home – even if it is slightly different. The more often they stay, the more comfortable they feel. ”

It is likely to be another decade at least before such an extensive refurbishment is necessary at Quest Newmarket where there is a definite commitment to maintenance and quality. “Quest Apartments has a high spec for fit out and presentation, said David Compton. “We’ve used that as a base and we built on it to match our guests’ needs and our central location in upmarket Newmarket.”

rrefurbishment

29WINTER 2014

INTERIOR DESIGNER FOR BOTH THE ORIGINAL FIT-OUT OF QUEST NEWMARKET AND THE ONE RECENTLY COMPLETED, WAS GRACE NATTRASS, CURRENT MANAGER OF SH INTERIORS – A DIVISION OF SOUTHERN HOSPITALITY LTD.

She remembers her original involvement fondly, in the new establishment on the site of what had been the well-known Mandalay Ballroom.

“That assignment was one of the special jobs in my career. Apartment style, with hotel characteristics, it was ahead of its time. David Compton was there from the beginning, and throughout the process always gave his input into how the finished project should be portrayed.

“I was actually employed by the developer, Ian Guilford, and we worked together on the design, spatial/ planning, and selection of all finishes. I then went onto control the total FF&E fit-out, including flooring, lighting, and all plumbing fittings.

“Ten years later, with David Compton, came the time to refurbish. The apartments had been well maintained throughout the period and had stood up well to constant usage, so only an upgrade was required. That allowed us to spend money in areas of total spatial remodelling, rather than have to fix existing issues,” Grace Natrass said.

“Our aim was modernisation with an emphasis on technology ‘for the future’. We were looking to future-proof for the next 10 years at least. Our use of stone composites, and fresher, contemporary finishes for case goods, (whilst re-utilising some internal cabinetry carcasses), has given a new beginning to the rooms. We added new carpet, TVs, beds, and bedding, was well as repainting all room and public areas, both internally and externally.

“The property certainly has a great presence in its central Newmarket location. I’m very proud to have an ongoing relationship with it.”

www.southernhospitality.co.nz

A division of Southern Hospitality Ltd 09 300 3044Grace [email protected] 021 241 1299

Debbie [email protected] 021 779 767

Tracy [email protected] 021 784 010

79 St Georges Bay Road, Parnell, Auckland

YOUR HOTEL, MOTEL OR SERVICED APARTMENTS? Call us for a quality assessment, and suggestions to suit

your budget and time frame.

CONSIDERING...UPGRADING OR REFURBISHING

SH Interiors are proud to have been involved in the refurbishment of the Quest Newmarket.

Designer’s involvement a rewarding one

r refurbishment



Smooth technology upgrade – again

QUEST NEWMARKET HAS BEEN A VALUED DTR LEASEPLUS CLIENT FOR APPROXIMATELY SIX YEARS, SAYS COMMERCIAL MANAGER, RICHARD SEXTONE.

“We initially assisted with a technology upgrade back in 2008 with a supply of new 32 inch Philips commercial LCD televisions, along with 20 inch bedroom television sets, iPod docks and DVD players. During that time, we had a close association with David Compton and his team, rectifying any technical issues and assisting with various upgrades and enhancements to content that David provided his guests.

“With the 2014 refurbishment, we consulted regularly with David on his requirements, discussing all options in regard to products and content providers. The brief was to supply commercial product with enhanced guest features including smart technology and full high definition viewing capability. The televisions were to be used with a third party content provider,” Mr Sextone said.

“The Philips commercial product had worked very well for Quest Newmarket previously and a decision was made to proceed with the latest Philips Media Suite LED televisions. These offer a number of great features for the hospitality industry and integrate very well with the selected content provider.

“dtr Leaseplus installed these sets with a comprehensive lease package including installation and full on-site service for the lease period. This provides Quest Newmarket with peace of mind that any issues they have will be dealt with quickly and professionally, presenting their guests with a quality television experience.

“Our installation team worked closely with David’s staff on a gradual changeover plan. This ensured a seamless transition with very little disruption to staff and guests.

“We look forward to our continued relationship with Quest Newmarket and wish David and his team well for the future.”

dtr leaseplus - providing solutions for your business

0800 800 325 www.leaseplus.co.nz

dtr leaseplus specialise in commercial leasing and ownership options. We have the latest TV’s, audio, whiteware, furniture and computers for your business but without the capital outlay and backed by dtr service.

So get in touch today and find out how we can help you!

rrefurbishment

31WINTER 2014

WHEN DAVID COMPTON APPROACHED THE SKY BUSINESS TEAM FROM SKY TELEVISION LATE LAST YEAR, HE WAS SEEKING A COMPELLING TV ENTERTAINMENT PACKAGE THAT WOULD COMPLEMENT HIS ONGOING INVESTMENT, SAID SKY BUSINESS GENERAL MANAGER, GRANT MCKENZIE.

“He wanted to provide his guests with the very best in TV entertainment – easy to navigate, cost effective and with the best possible TV pictures – and hopefully having just a single provider.

“With many of Quest Newmarket’s rooms being apartments that have two or three TVs, David also wanted his guests to have the same experience on every screen. Knowing that many of his corporates may start watching TV in the lounge, but then retire in the evening to watch the same channel/programme in the bedroom, this was an important consideration.

“Working to that brief, the SKY team spent the next few months working with David on a myriad of options, discussing the pros and cons of each, (including cost) but keeping the overall guest experience top of mind,” Mr McKenzie said.

“The end result was an entertainment package all parties were equally proud of.

It included:

• An abundant selection of the latest recent release movies digitally served via an on-demand system ( available on all TVs in every guest room)

• An impressive selection of SKY Sport Channels, plus a good selection of other SKY channels like News ,General Entertainment, Lifestyle and Documentary Channels

• All the Free to Air channels

• All channels that are broadcast in HD on both SKY and the Free to Air Network are available to the guest in High Defi nition (HD) – Guests especially love the HD SKY Sports Channels.

• All channels available to every TV including the bedroom

• One single TV remote to access all functions

• One single provider for ongoing service and support

“This is all encapsulated in a hotel-customised, easy to navigate presentation incorporating a number of interactive features, eg local, national and international temperatures, hotel compendium, and displaying the guest’s name on check-in.

“It’s also worth noting that the On-Demand Movie system does not require an in-room box (thus reducing the cost) but runs through the new Philips HD TVs that David recently had installed. David is offering these movies as a free on-demand service, but the service can be be put into pay mode to charge guests – creating a revenue stream,” said Mr McKenzie.

“Those of us in the SKY Business team are delighted to have provided Quest Newmarket with a comprehensive TV entertainment package. We extend all the best to David and his team for the busy future ahead.”

BEST WISHESThe SKY Business crew extend best

wishes to David Compton and his team at Quest Newmarket.

We have enjoyed working alongside him in recent months to bring his guests

the best in TV entertainment. We look forward continuing to work with David and

his team in the years ahead.

Call us today on 0800 759 333 to find out howSKY Business can work for your property

A comprehensive TV entertainment package from SKY

m marketing


Sales:

Resiliency in sales is best built during up market conditions

RESILIENCY. WHAT A TERRIFIC WORD FOR OUR INDUSTRY.

Just about every "average" day working in a hotel, resort or motel requires some degree of resiliency. When you look up the word "resiliency" in various online dictionaries, the most common defi nitions centre around the ability for a physical object to spring back to its original form, such as a rubber band after it has been stretched or the elastic waistbands on gym shorts. My favorite defi nitions of resiliency are the psychological defi nitions, focusing on the character trait of having the ability to cope with adversarial conditions and stressful circumstances; to bounce right back to a normal mental state without experiencing long term negative effects.

As a minister I had years ago used to say, "It's not what happens to us but what happens in us, that makes the difference for us..."

Resilient leaders seem to know this well, as adversity only makes them grow stronger.

Although resiliency is essential in all daily accommodation operations, it is especially important to have the personal charter trait of resiliency actualised in sales leaders. As the old saying goes, "Nothing happens in operations until a sale is made."

It is during unexpected periods of low demand and during hard times that we most recognise the character trait of resiliency. Yet construction on the foundation of the character trait of resiliency is best started during good economic times.

Even without resiliency, it is easy to be successful in accommodation sales during good times in an up market. The phones are always ringing or these days it would be more appropriate to say the email in-box is always pinging with electronic inquiries.

But when the market shifts and leads are not coming in on pace, resilient leaders know what to do. It is in their instinct, their DNA. They have disciplined themselves in diligently focusing on excellence at every step in the sales process excellence every day, regardless of market conditions. They know how to be "hunters" during hard times because they continue to hunt for new business in good times when other accommodation sales leaders ease-up and coast by being "gatherers," to use an analogy from anthropology.

Resiliency in sales begins with discipline in sales excellence throughout the sales process.

• Resilient sales leaders have a lead tracking and response process that is in place for all inquiries. They understand that sometimes the hottest lead is disguised as just another inquiry, lost in [email protected] inbox. They know how to sort and prioritise leads and still follow-up on every lead, even when dates are sold out.

• Resilient sales leaders report a little early, prepared for their day and looking the part of a well-organised and put together mentor.

• Resilient sales leaders know the best time to make a cold call to a new sales suspect is right after you just closed your biggest recent sale. They are never fully satisfi ed with the sales goals they have achieved in the past, no matter how much they beat budget and are only focused on the next month, quarter and year.

• Resilient leaders mentor others. They take time to teach others their processes and philosophies.

• These sales leaders know that eternal optimism is a necessary and required ingredient of resiliency. They understand that it is diffi cult to prospect for business if you don't believe people are interested in your product. When overall demand is down, they know they don't have to fi ll all the accommodation in the comp-set, only their own. They look for business in new places.

• Resilient leaders are also realistic in the best moments that there will be challenges ahead. They prepare for the proverbial "rainy day" and do not over-react to unexpected periods of low demand or the loss of a single large account. Instead they have been working for months ahead to replace current business before it moves on for whatever reason. They know that plants close, operations move, new initiatives end, and construction projects are completed. Yet they are confi dent that the systems they have in place will yield new opportunities.

Right now most accommodation salespeople are enjoying above average demand in the face of limited supply; the proverbial "seller's market." If sales leaders only focus on beating the previous year's revenues, they will never fully actualise their potential for the current year. They will never realise just how much money they left on the table. They will also be ill prepared when markets shift.

Meanwhile, resilient sales leaders are currently busy focusing on excellence at every phase of the sales process with the same degree of discipline they had during the Great Recession. When the next downturn approaches, as it inevitably will, they will already be replacing the business that has yet to be lost.

Doug Kennedy is president of the Kennedy Training Network, and has been a fi xture on the hospitality and tourism industry conference circuit since 1989, having presented over 1000 conference keynote sessions, educational break-out seminars, or customised, on-premise training workshops for diverse audiences representing every segment of the lodging industry.

Doug Kennedy

Hirum is Changing.

m marketing


Site Integration:

Seamless site integration for the busy times ahead

PROPERTY OWNERS AND MANAGERS WILL HAVE NOTICED THAT THIS YEAR’S REVENUE IS LOOKING BETTER THAN IT HAS FOR A WHILE AND THIS SUMMER LOOKS CERTAIN TO CONTINUE THE TREND. NOW IS THE TIME TO WORK OUT HOW YOU WILL SECURE YOUR SHARE OF HIGH SEASON TRAVELLERS, AND SEAMLESSLY OPERATING TECHNOLOGY IS KEY.

Here’s a checklist:

Your Website: This is your lobby to the world and in this day of people making more bookings through smartphones and tablets than desktops, your site needs to be responsive.

This means the contents within the website rearrange to the size of the screen it’s being viewed on, whether desktop or mobile. The best way to check your site is to look at it on a mobile device, but you can also use a site such as http://www.brickandmobile.com/mobile-emulator/. Just type in your website address and it will show you a simulation.

Look at your website with an objective eye. Are the images crisp and clear – do they sell your property to best advantage? Are the links on your website working properly, taking visitors to the right pages? Could the layout be improved? Is the current events page up to date? If you are a smaller property, your web developer could install an RSS feed from sites like Eventfinder to update the content automatically.

Booking Engine: Over 40% of a browser’s time spent on your

website is on your booking engine, so it needs to be easy to navigate. Is it easy to find your best deals? How many clicks does it take to complete the booking? Is it mobile friendly? Simple and logical sites help convert browsers to guests. Consider a Promo code to stimulate direct bookings from corporates and groups and for specials during low periods.

Channel Management: The way accommodation is booked has totally transformed – thanks to the internet and mobile applications. Listing your property on Online

Travel Agents (OTAs) nationally and globally is now easy providing unprecedented reach to potential guests. Furthermore, OTAs are not just another distribution outlet – they’re powerful marketing organisations with big advertising budgets.

A channel manager uses a pool inventory method to give you this exposure. You can introduce minimum night stays, stop sell, do bulk updates of rates and various other features on more than a 100 sites through one log-in, all in real time.

Search Engine Optimisation: This is the process of getting traffic from the ‘free’, ‘organic’, ‘editorial’

or ‘natural’ listings on search engines. Web pages and other content, such as videos or local listings, are shown and ranked based on what the search engine considers most relevant to users. Contact your service provider or a specialist.

Rate Shopping Tools: Rate shopping tools are a great instrument

to check your competitor’s rates and understand demand. You can nominate which competitors you want to monitor and then see what rates they’re charging at any time. You can flex your rates accordingly and not get left behind. Also appraise what your competitors are offering. What are they doing differently? This will give you an insight and establish point of differentiation

when promoting your property.

Security: Technology brings many

advantages but it also attracts the criminal. Regular backups are important but it’s imperative that you ensure your systems are secure, particularly because you are handling guests’ credit and debit information. Your security software must be robust and up-to-date. You need assurance from your systems provider. For example, STAAH is PCI Certified – one of the highest global

security accreditations you can get.

Cost? You may be thinking that getting all this in place would be far too expensive but all of these products are available through a low monthly subscription, including support when

you need it. For more information go to www.staah.com.

Edwin Saldanha is Head of Sales at STAAH, a hotel software company based in Auckland dealing in Channel Management, Booking Engines, Websites, Search Engine Optimisation and RatesTalk. Edwin has been in the Hospitality industry for more than 20 years working with Stamford Hotels & Resorts, The Oberoi Hotels & Resorts and The Regent.

Edwin Saldanha

The way accommodation is booked has totally transformed – thanks to the internet and

mobile applications. Listing your property on Online Travel Agents (OTAs) nationally and

globally is now easy providing unprecedented reach to potential guests.

sssafety & security

35WINTER 2014

Cloud Computing:

Air tight

WITH THE ADVENT OF CLOUD COMPUTING SEEMING TO DOMINATE ALL AREAS OF BUSINESS ADMINISTRATION IT SEEMS THAT ALL YOUR OFFICE NEEDS ARE UP IN THE AIR.

But with all of your business’s crucial information, and often confidential statements, now becoming part of this ever-growing cloud, it’s important that the security of the cloud is as good, if not better than the now out-dated systems. It would be a tragedy for a business to spend money converting all of their administrative systems to cloud computing only to have their security breached irreparably. All things considered, is it worth the risk?

The reason security is such a burgeoning concern for hospitality business owners lies in an overall confusion about the functions and operation of cloud based technology. In simple terms, cloud based computing is delivered as a service where software, information and shared resources are accessible by computers and other devices over a network as a utility. This network is usually the internet and since it has no presence on hard disk drives and other physical data storing methods, is known as a ‘cloud’.

Three cloud service models

There are three different models within the cloud service, one based on software, one based on platform and one based on infrastructure. The former, known as SaaS is the most popular. SaaS is often hosted centrally and accessed over the internet, using a browser. Well known examples of this kind of model is DropBox and Google Apps.

The platform model, known as PaaS, is not as popular or widely known. It provides the delivery of a platform and required solutions. It’s able to facilitate the deployment of apps without having to buy into endless costs and complex hardware and software.

The most well known examples of PaaS is Microsoft Azure and Google’s App Engine. The last model, known as infrastructure or IaaS system, allows users to avoid purchasing software, servers, data centre space and network equipment. All aspects are fully outsourced. Examples of this include Rackspace and Amazon’s Elastic Compute Cloud.

There’s also a variety of Cloud delivery models, but the only one which concerns small businesses and the accommodation industry are private clouds. These are clouds that can only be accessed by one organisation. The cloud is based on the site of the organisation and can be managed and accessed by either the staff or authorized third parties. The other cloud delivery models include Public, Community and Hybrid.

Many administrative benefits

Overall, Cloud computing has a lot of benefits to offer business owners with administrative needs. It saves on the cost of physical installations as well as providing unlimited access throughout an organisation. It’s faster, and constantly being updated and improved. Overall this adds up to optimised business processes, flexibility and ability to have staff work remotely.

But the trouble with improved accessibility is, by nature, it can fault security. For optimal Cloud based computing, software companies now need to provide assurance that there is a rigid authorization process, encryption for travelling and dormant data, network protection, control over physical access, and privacy protection. As Hospitality Technology Consultant Deepak Chauhan puts it, “hoteliers seem to have rising concerns related to data that remains with the provider and also what if THE Internet goes down, how can a hotel run operations.”

For one, hoteliers should keep abreast of all developments and risks associated with Cloud Based Computing. Seale Moorer of The SmarTV Company expressed the following concern: “The passing of data onto a public networks exposes every security risk in the world to hoteliers who elect to use Cloud based system” – suggesting as a solution that “Hoteliers should request independent security analysis of any system that they are considering as a prerequisite before reviewing a Cloud based system.”

This method will help you avoid dishonest salespeople or company bias. The best way to assure your security is to in fact “demand a third party assessment report from a company like Accuvant.”

Worst case scenarios

Peter Romanov from Allegion PLC advises to go one further by planning ahead for worst case scenarios. “What would the contingency solutions look like? What are the disaster recovery processes that you need to have in place? Any passing of data onto a network outside your own can expose you to lots of risks in the world of hoteliers.”

Kent Comfort of Lodge Tools, however, had an opposing view. “Are you banking online? Are you shopping online? I know the answer; of course you are. So you are ‘living’ in the cloud right now and you have been for some time.”

Cloud based technologies have been around for a while, but not commercially and personally utilised until recently. Online shopping and banking are ‘trust zones’ for your personal details, so it won’t be long before Clouds are just as trusted in the hospitality industry.

Stay ahead of the game and keep your administration and office needs catered for in the most up-to-date way possible. Use systems like Cloud-Based Technologies to keep your organisation efficient and flexible.

Even though these technologies have been pretty trustworthy thus far, it would be smart to be informed and prepared before their installation. Along with any changes to system operations, you need to step back and make an assessment.

By Henry Clarke, Industry Reporter

In simple terms, cloud based computing is delivered as a service where software,

information and shared resources are accessible by computers and other devices

over a network as a utility

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Guest Electronic Devices:

Adapting to today’s ubiquitous digital devices

HOW DID WE EVER SURVIVE WITHOUT OUR ELECTRONIC DIGITAL DEVICES?

So pervasive are they now that even most five years olds starting school know how to operate a smartphone and accept use of such technology as a natural part of their schooling. And for the vast majority of adults, laptops, iPads, iPods, e-readers and tablets have become an intrinsic part of their lives.

Of course, this usage transmutes to the accommodation industry. Today’s traveller expects much more from their hotel than a place to store their bags and a bed to sleep at night. They now expect all of the comforts of home, along with all of the benefits of the holiday experience. When they travel, they want their electronic gadgetry to travel with them.

This has major implications on the type of in-room technology that hotels and many motels now need to provide. Guests prefer to use their devices in the privacy and comfort of their rooms, leaving the accommodation industry with little alternative but to provide them with all the backup and ease-of-use they desire.

These requirements have now gone well beyond simple recharging. Guests may now want to wake up to their own music, interact with social media, view their family photos, and access stored entertainment on the in-room TV.

For business travellers, it might be essential to be able to access the latest electronic information. The success of their whole trip could depend on it. It is almost certain they will have ascertained what technology is available before making their booking, and would not return to an establishment that they thought inadequate in that regard.

This all creates a need for accommodation providers to have innovative products and smart design concepts available that are in tune with the modern guest’s expectations. Providing an up-to-date docking station in guest rooms is no longer a luxury, but a basic need of modern business guests and more tech-savvy tourists.

Evidence that this technological trend is rapidly becoming the expected industry norm is everywhere and means that there is an urgent demand for more information, greater product clarity and more varied choice. Hotel managers can no longer leave such knowledge and decision making to their IT experts. While they might not need to master the intricate detail that their specialists do, an educated overview of the latest trends and products is now becoming an essential part of their knowledge base. Attending international trade shows, such as HITEC, held in Los Angeles this year and to be held in Austin, Texas in 2015, might be a very sensible additional business date on their calendar.

Many have come to realise that even exploring the options currently available for docking stations – just one part of an increasingly baffling enigma, is like negotiating a minefield where mistakes can be very expensive. But the most essential requirement is easy access to WIFI.

WIFI becoming standard

Jan Strijker, director of Brantas international Technology in Auckland, says WIFI connectivity is nearly ubiquitous these days. “Free WIFI is becoming the standard. Traditionally, guests would play content stored on their personal devices but with WIFI becoming free and without capped dataplans, guests will increasingly stream content, whether it be music from sites such as Spotify, iTunes, Pandora, Google Play and their favourite local radio or TV stations via sites such as Streema.

‘BYOD’ or Bring Your Own Device has become a standard term.”

Mr Strijker says the most flexible option to facilitate guests connecting to in-room devices is via Bluetooth. “Bluetooth is wireless technology standard for exchanging data over short distances (using short-wavelength UHF radio waves in the ISM band from 2.4 to 2.485 GHz) from fixed and mobile devices.

“Most personal devices, such as smartphones, tablets and laptop computers offer Bluetooth connectivity. Bluetooth makes connecting between devices extremely easy and is used for streaming of sound (voice and music).

“As such, the best option for hoteliers to offer guests the possibility of streaming their own content via their own devices from the internet, and in turn play it through in-room devices such as bedside clock radios and TV screens, is by offering Bluetooth enabled devices and interfaces. For video content, HDMI is now the norm in the industry for high quality picture and sound. This is delivered via an HDMI cable,” he said.

Mr Strijker says because guests now expect to be able to use their own smart devices, even while in transit, interesting developments are appearing frequently in a field of technology that is constantly evolving.

“For instance, I was on a Jetstar flight recently and that airline has started to provide its passengers with the opportunity to play Jetstar content via WIFI on the passenger’s own device. There is always something new coming along.”

Brantas International distributes a range of clock radio docking stations to the industry in New Zealand, with the iHome units one its bestsellers. “Our point of difference to other units is that they are the only units on the market with specified hotel features,” said Mr Strijker.

“The units have a range of features that work well in accommodation properties, with alarms that operate as single day alarms only, preventing one guest’s 4am wake up affecting the next guest’s lie-in.”

This all creates a need for accommodation providers to have innovative products and smart design concepts available that are in tune with the modern guest’s expectations. Providing an up-to-date docking station in

guest rooms is no longer a luxury, but a basic need of modern business guests and more

tech-savvy tourists.

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37WINTER 2014

Ample USB charging essential

All these personal devices need to be charged. For that to happen, ample USB charging in the room is becoming a must as it alleviates the need to offer ‘international’ plugs and adaptors.

USB (or Universal Serial Bus) is a universal industry standard that defi nes cables and connectors, and nowadays all personal devices offer USB charging.

Hospitality providers offering ample USB charging capabilities and Bluetooth / HDMI connections will be covering all the bases their guests are likely to require.

Damien Deruniec and Matthew Skene are co-directors at USBsockets, which covers both the New Zealand and Australian markets. Mr Deruniec says a distinction between the two is that in New Zealand, the company’s sales are around 90 per cent commercial – “Ski resorts are very popular” whereas in Australia the clients are close to 50/50 residential and commercial.

He says more and more devices are being powered by USB. “It’s great for travellers who can access USB ports from their laptops to charge devices such as their electric shavers, electric tooth brushes, and hand-held devices such as mobile phones, tablets and GPS units. But also these days, more and more devices especially for travellers are being

charged via USB, such as electric shavers, electric toothbrushes, power tools and children’s toys.

“But what if you don’t have your laptop with you but perhaps have a device such as a large tablet? Many USB sockets only have up to 2-amp charge capacity, and many convertors and plug-ins you can buy from such places as convenience stores or travel goods shops at airports, are only 1-amp. Even worse, they might share that 1-amp. It would take forever to charge a device – or it may not even charge at all,” Mr Deruniec said.

He says that will not occur with the company’s patented wall sockets range that combines an Australian Standard approved dual 240v-power socket with twin USB powered charging outlets.

“Our sockets are a whopping 3.5-amp – a type that used to be installed in the bedroom or kitchen. However, we’re seeing a new trend with hotels undergoing refurbishment – putting USB sockets wherever there is a standard power socket.

“The USB 5 volt sockets are perfect for charging any device fi tted with a USB connection, including mobile phones, tablets, cameras, electric shavers and more, without the need for bulky adapters. The devices plug straight in to the USB sockets on the power point and leave the two 240v plug sockets free for regular appliance use.”

Unit B, 156 Bush Road, Albany, Auckland, 0632 E | [email protected]

09 966 7662 www.brantasinternational.com

The iBN20 is a Bluetooth-enabled wireless alarm clock radio.

Built-in NFC (near �eld communications) technology allows for instant Bluetooth connections to stream wireless digital audio via Bluetooth from your iPhone, iPad, Android, Blackberry and other Bluetooth-enabled devices.

Reson8® speaker enclosure plus EXB circuitry for full, rich sound.

USB port to charge devices. Aux line-in jack for playing almost any audio device

MediaHub™ MiniIntroducing MediaHub Mini, the smallest and most powerful mobile device to TV connectivity panel on the market today.

The focus is on simplicity, providing guests with the most important, and universally accepted mobile connections to charge and play (USB, Bluetooth, and HDMI). MediaHub Mini offers USB fast-charging for mobile devices.

Bluetooth pairing means that your guests can listen to their music over the TV speakers without docking the phone, providing the freedom to roam and multi-task. HDMI is the universal method for connecting mobile phones, tablets, laptops, digicams, and gaming consoles to HDTV’s.

NFC Bluetooth Wireless FM Clock Radio with USB Charging

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Are your guests always asking for phone chargers? The answer is power points with twin USB charging ports - accommodation

providers can gain a competitive advantage by providing a cutting edge product that today’s guests want and need.

Australian company USBsockets.com.au reveals the next stage in home technology exclusively for the Australian and New Zealand market; a patented wall socket range that combines an Australian Standard approved dual 240v power socket with twin USB charging ports.

Australian company USBsockets.com.au is the only supplier that meets and exceeds all the criteria of your decision making questions. Leading the industry from other suppliers, USBsockets.com.au is Australian and New Zealand Standard approved, and its product range fits all devices from mobile phones and tablets through to electric shavers and so much more.

Its patented wall sockets are installed in leading hotel brands of the world such as Stamford, Mantra and Crown, in airline lounges including Virgin, restaurants, and builders all over our countries are embracing the quality product.

In some cases as low as half the cost of non-approved competitors, USBsockets.com.au provides a product range that is a direct replacement for the standard Australian GPO double power point, and your electrical contractor can install the sockets in minutes without any messy and time-consuming wiring issues, making it ideal for refurbishments and upgrades as well as new buildings.

Benefits of the USB sockets include alleviating the endless requests from your guests for chargers, a product that offers your guests the convenience of not requiring an international adapter and keeping your competitive edge by providing a product that today’s consumers want and need.

Some other leading brand USB sockets only have an amp output. Our USB 5 volt sockets have a powerful 3.5amp output, are perfect for charging any device fitted with a USB connection including mobile phones, tablets, cameras, electric shavers and more without the need for bulky adapters. The devices plug straight into the USB sockets on

the power point and leave the two 240v plug sockets free for regular appliance use.

The inclusion of LED illuminated ports, demonstrate the smart technology used in USBsockets design, and emit a soothing green LED light when the doors are open. The LED lights will flash if there is a problem with the power line ensuring no time is wasted trying to diagnose electrical faults. With no stand-by power or phantom leakage that is normally associated with charging transformers, USBsockets are also energy efficient. Once the USB cable is removed from the port, retractable doors close and power to the port is cut automatically. Solid casing and solid screws, along with a sleek design in a range of colour options to suit any décor. Safe, convenient, these are becoming standard fixtures in all accommodation complexes.

USBsockets.com.au is also the Australian and New Zealand exclusive distributor of CulCharge.com.au - the world’s smallest, strongest and most compact charge cable that hotels can sell to their guests.

They are available for Android and Apple powered phones and come with a cool key ring to attach to your keys, handbag or suitcase. The devices have the highest quality chips and parts as they have been purchased from the manufacturers, meaning they work and transmit both data and power.

The cable suits all devices and as well as being able to use it with USB sockets, guests can then use it anywhere in the world when they travel. So now chargers and cables are now a problem of the past!

CulCharge.com.au is able to provide small neat point of sale stands that sit on desktop counters. On large orders they can be merchandised – with your brand name, logo, domain name and phone number imprinted into the cable.

USBsockets.com.au is now taking orders for large scale construction or multiple hotel refurbishments where it is able to provide a super wholesale discount on a pre-ordered production run.

Both the sockets and cables are available to purchase online now, however later this month the USBsockets.com.au and CulCharge.com.au will be available over the counter nationally at all Lawrence & Hanson stores.

Your guests can now charge any device, any time without a charger

USBSOCKETS.COM.AU

supplier profile

USBsockets Avert 297x210 (JUN 2014).indd 1 02/07/2014 03:39

t technology


Case Study – Blue Peaks:

TrafficMate to the rescue at Queenstown’s Blue Peaks

HOW COULD WE DO WITHOUT WIFI IN THE ACCOMMODATION INDUSTRY THESE DAYS? IT HAS RAPIDLY BECOME UBIQUITOUS AS ALMOST EVERY GUEST NOW BRINGS A VARIETY OF ELECTRONIC GADGETRY WITH THEM FOR BOTH BUSINESS USE AND PLEASURE.

So rapidly has it happened that it has caught some in the industry by surprise and they have failed to keep up with increasing demands. This was the case at Queenstown’s Blue Peaks Lodge and Apartments, a Skyline company.

Manager Michael McMillan said he had noticed a dramatic increase in the use and demand for Wifi from the guests staying at the lodge.

“The demand comes from all age groups. Previously Skyline had installed a Wifi provider for three of its companies in the South Island and initially that provider seemed to satisfy the requests. But by 2011 or 2012, cost was becoming a factor as most guests expected to use the Wifi for free."

That soon created problems for management at the property. “The original installation simply became overwhelmed as the provision of Wifi in neighbouring properties burgeoned,” said Mr McMillan.

“Reception, strength of signal and cost all combined to create both tension and criticism over the last few years. The provider was unable or unwilling to act quickly enough to improve the system, so Skyline companies moved away from that provider.”

“The TrafficMate system was known to us at Blue Peaks through the Motel Association New Zealand (MANZ). Several colleagues had recommended TrafficMate, saying that they’d had few, if any, problems and their guests had been very satisfied with the service. So we decided it was time for Blue Peaks to take their advice and make the change.

“Skagerrak Software assessed the complex, noting our requirements to ensure a new system would alleviate our difficulties. Our stipulations were that the TrafficMate could be received in all parts of the complex, that our current costs would be significantly reduced and that the system would be both easy to administer and use. Skagerrak Software presented their findings in April 2013 and we went ahead with the company's proposal at the end of the year,” Mr McMillan said.

New solution needed

This is where Patrick Vallely (CEO of Skagerrak Software) takes up the story. “A considerable drawback of the previous provider was that although they put in all the gear for free, they also took the lion’s share of the revenue. They certainly didn’t want to accommodatei guests by providing free internet. The equipment was ageing and their billing model was deemed expensive by guests. TripAdvisor comments were glowing about Blue Peaks in general but were critical of its internet. It was a long recurring theme that was hurting the property,” he said.

The advantage with TrafficMate is that properties can create their own billing schemes to suit their needs. Our system is prepaid (one upfront payment, plus a small annual licence fee), which allows the client to do what they

want with it in terms of guest pricing.

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41WINTER 2014

“Skagerrak Software's Traffi cMate product is a solution in a box. We don’t control the site – we supply the product that’s confi gured to your needs. It works like a water meter with the site controlling the supply. In this case, Blue Peaks made the decision to upgrade to fi bre and we provided the metering and distribution.

“It’s quite an extensive property and we suggested a phased installation would work best, leaving the original metering system in place while we revamped the distribution. Our local contractor (Alpine Communications Limited) went all over the property, installing all-new access points in different and more effective places, using modern, more powerful equipment, which performed better.

“In phase two, when the new fi bre came on board, we completed the switchover to Traffi cMate,” said Mr Vallely.

“The advantage with Traffi cMate is that properties can create their own billing schemes to suit their needs. Our system is prepaid (one upfront payment, plus a small annual licence fee), which allows the client to do what they want with it in terms of guest pricing. They can create their own accounts, they can write their own tariff schemes.

Flexible choice of plans

“At Blue Peaks they offer a choice of four plans. On plan one, for instance, a guest receives 300 megabytes free every 24 hours, from the time they log in. If the chosen plan runs out, they can buy additional data blocks. It’s like having an ISP in a box.

“Not only can our clients write their own price list, they take all the revenue. They can offer free internet to the amount that they prefer and at whatever rate they want to give – and then charge for the rest.

“They can do pre-pay or post-pay – they can do pay-online (through Paypal’s credit card gateway) or pay-at-the-counter. We don’t involve ourselves in our clients’ business – in short, we’re a supplier, not a partner.”

Log clarity solves complaints

“With each account allowing multiple devices, the system logs traffi c on each device, so each guest can see what they’ve been doing.

“Guests often complain that there must be something wrong with the establishment’s system because their 300 megabyte voucher has been used up in a few minutes. It’s quite common for people not to realise that their devices are synching remotely or silently downloading updates and rapidly eating up their allowance.

“We have two versions of Traffi cMate – Standard and Pro. Standard has been out for fi ve years and is used in a lot of accommodation properties around New Zealand. If a guest walks into reception complaining there must be something wrong with the system as fi ve minutes on their iPad has used up their internet allowance, the property can request that we examine the logs to see what’s happened.

“With the new Traffi cMate Pro, guests can see their own logs, where they’ve been, at what time, and what has swallowed all their megabytes.

“Another advantage is the Piracy Protection, which helps protect properties by preventing guests from accessing areas of the Internet that copyright avenging legal fi rms may monitor,” he concluded.

Worry-free at Blue Peaks

At Blue Peaks Lodges and Apartments, manager Michael McMillan has no doubt that the change in systems has been worthwhile.

“Traffi cMate is now in full use at our complex by way of appropriately placed bridge links, ports and transmitters. Any of the 82 motel rooms or apartments can be using up to four devices at any time. Our costs are down, maintenance is minimal; and support from the Skagerrak helpdesk is swift and reliable.

“It is a comfort to not be ‘worrying’ about Wifi Internet since Traffi cMate took over.”

Blue Peaks Apartments – no more worries about Wifi .

t technology


Telephones in Rooms:

A thing of the past – or an old friend?

WE ALL KNOW THAT GUESTS ARE DEMANDING BETTER CONNECTIVITY FROM ACCOMMODATION PROVIDERS: TODAY’S GUESTS ARE USING MULTIPLE DEVICES TO ACCESS BUSINESS, SOCIAL NETWORKS AND TO STREAM VIDEO CONTENT.

These “bring their own” type guests want to be able to charge their smart phones, connect their iPads and use them as they do at home, this requires consistent and sizeable internet connectivity. Accommodation providers are striving to meet this challenge by updating their systems and they are trying to ensure that they have suffi cient and consistent connectivity to broadband. In a time where the industry is embracing smart technology, there is a question that is repeated time after time and that is whether in-room telephones are a thing of the past.

If so rarely used that they gather dust, would guests even miss the in-room telephone?

It took a tragic incident in Texas to bring the safety of in-room telephones to the industry’s full attention. Kari’s Law has huge momentum in the USA and has brought to the fore a discussion about the importance of in-room telephone safety for all accommodation providers.

On December 1, 2013 Kari Rene Hunt was allegedly murdered by her estranged husband in a local Texas motel. During the struggle and resulting death of Kari, her 9-year-old daughter attempted to dial 911 from the motel room phone. She followed instructions as taught by her mother on the way to call for help but she was never instructed that in some hotels and motels you must fi rst dial a 9 and then 911. Kari’s Law attempts to make sure that any person needing police, EMS or the fi re department at any hotel or motel location may be able to dial the numbers 911 and receive emergency response.

Guest security should always be the top priority and Australasian accommodation needs to ensure that the system they use is reliable and secure and guests can always dial a direct 000 in emergencies. Not forgetting that sometimes in an emergency the accommodation provider may need to contact the guest and the only means of communication may be the in-room telephone. The telephone may also be an essential internal method of communication for all hospitality staff. If accommodation providers decide to remove their in-room telephone systems altogether (as some budget chains have) on the assumption that all guests use their own mobile phones, what happens if, in an emergency, they do not have the guest’s mobile number, or indeed the guests phone is switched off or out of range.

In Ireland, a telephone in the room is a mandatory requirement. The Irish Hotel Classifi cation Scheme says, “The premises shall have a telephone installation connected with an external telephone system in bedrooms and public areas for use by guests.”

When travelling abroad some guests get hammered with huge roaming charges by their mobile phone providers and consider that any accommodation offering free local calls, or ones that allows in-room phone use with a calling card are a huge advantage.

A guestroom telephone provides a vital link to assure the safety and security of guests but some also consider it to be a vital part of the guest experience. If it is used properly, the telephone can be an important tool in a hotels ability to have a positive exchange with guests.

Smart handsets and the provision of an iPad or tablet in the room, can be setup to give a visual interface where is it easy for the guest to press and call the service or simply order via the touch screen interface, this type of technology will probably become a must in all higher end brand hotels.

But nothing beats talking to a polite and knowledgeable member of staff at the end of a telephone ready to give their guests that 'good welcoming feeling' that they should get when they order room service or ask a question about the local area. This feeling of safety and being looked after by their friendly and knowledgeable accommodation provider at the other end of the line can occur by using a basic telephone.

Brendon Granger from Technology 4 Hotels concurs that while there has been some discussion in the industry about the value of in room telephones, he agrees that they, “stopped being a revenue centre many years ago now”. He adds, “But my personal view is that hotels/motels still need to have a phone in every room. The primary reason is for safety and, secondly, as a service. Guests still need to contact reception, room service etc.”

Mr Granger suggests that a telephone should be considered as a basic requirement and part of an accommodation providers duty of care for their guests. “The phone is a highly visible guest amenity and all guests know how to use it intuitively. So you could say the phone is a safety and

service tool.”

For now the reality seems to be that the need for an in-room phone remains. The emergency application spoken about should be merged with extreme ease of access to hotel guest services. Simplicity when it comes to guest services should not be underestimated. There are many companies all trying to replace this simple in room convenience and perhaps they will, but for now it seems that the best phone is the simple phone.

Quality service is the real key and the phone is a high visibility guest amenity. Not forgetting that their AAA Tourism star rating for hotels and motels has points associated with having a phone in the room. The telephone is used every day, a room service call, a wake up call or an early call to the concierge for a car pick up. Every day this device is placed into service and when it comes to safety guests know that they can rely on its consistent reliability.

It seems that in-room phones are still an integral part of the hospitality experience and paired with the proper applications they ensure the safety of guests and can enhance their experience. Guests may use all the SMART technology that there is available to them but for the now they don’t seem to want to say goodbye to their old friend, they want that easily recognisable, completely reliable telephone in their accommodation room - just in case.

Brendon Granger

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HITEC 2014:

The triumph that was HITEC 2014

HAVING JUST RETURNED FROM THIS YEAR’S HITEC, SET IN SUNNY LOS ANGELES, I AM PLEASED TO REPORT THAT THE CONFERENCE WAS A ROUSING SUCCESS.

It would indeed appear as though our industry has finally and fully recovered from the 2008-2009 doldrums. The mood was wholeheartedly optimistic, fuelled as much by the announced US$5.3 billion acquisition of Micros by Oracle as the warm weather and impressive exhibition hall.

The show was packed every day and, from what I could tell, most booths saw record crowds, hopefully with more buyers than ever. I don't profess to be the world’s hotel technology expert. I will leave that to my colleagues who understand the multiple acronyms of this specialty. But even if you don’t know your way around a LAN, Cloud or Bluetooth, the show was definitely worth the visit.

Putting it all together, to me the underlying theme was interconnectivity. No longer do you think of a phone system, a wifi system or even a guestroom safe as a separate entity. Rather, think of how each element you acquire interconnects with all the other components. It’s no longer just a door key or a smart thermostat but a device that constantly communicates with your PMS and security system. Similarly, every POS terminal throughout your property is continuously generating data that streams into your guest history as well as your P&L. Not surprisingly, PMS data analysis is now offered in customisable “dashboard” displays, allowing operators to easily drill down to understand how guests are reacting to offerings and thus how profitability can be improved.

King mobile - if you have somehow been hiding in a bunker for the past few years, you might have missed this one. Smartphone technology is now considered as basic, essential and mandatory as credit cards. It’s no longer a value-add but an expectation. Every product shown was mobile-friendly and many were designed exclusively for handheld platforms.

Remember the days of real (metal) keys? Well, the plastic key is heading the same way, as your cell phone will soon take its place. Your mobile phone will not only unlock your door but also your room safe as well as act as a virtual concierge throughout the property and handle checkout requests. Moreover, the seeds are there for mobile to soon replace your wallet, what with credit cards usurping hard cash and bitcoin-enabled smartphones to take the lead in less than two decades.

Paperless? Just about! Tablets go mainstream - just as mobile technology is a given, tablets are also a core component for the guestroom experience. Several vendors were showing systems that allowed consumers to order room service, book local attractions, read a newspaper, manage checkout, act as a TV remote and, of course, close the drapes, all from a single tablet device. Variations on the theme included tablet dining and spa apps all seamlessly designed to link to the PMS and enhance the guest experience.

The overall message here was that the future will be engineering the room to comply with whatever device guests bring with them while not expecting them to necessarily use a tablet supplied by the hotel.

Your guestroom TVs are already obsolete. One could not help but be drawn to the large booths in the centre of the exhibit hall. All of us were drooling over LG’s ultrathin 140cm OLED (sorry, not yet available for hotel purchase... at least at a price point anyone can afford) or the curved glass 4K Samsung product.

Technology is advancing at a rapid clip. Televisions are getting thinner, lighter, larger and sharper. But, just as important, they too are interconnected, with “black boxes” designed not only to transmit selected channels but also link to guest-owned devices. All throughout, I was trying to understand what a “standard”-size TV monitor is for a guestroom. It is no longer 107 cm, but probably in the 140cm to 152cm range. Why? Guest expectations are based upon what they are buying for their homes. My recommendation: you need to make an impression, and larger is definitely better.

Bandwidth - all of these developments and innovations require huge Internet bandwidth. Think about a family checking in. Parents are checking email and selecting a Netflix feature. Children are playing online games and updating social media. Four separate requirements, all in the same single room. All told, bandwidth requirements are exploding.

Several suppliers were showing solutions that compartmentalised on a room-by-room basis. In other words, a room would share their own bandwidth maximum; those downloading four movies simultaneously would find their speed a lot slower than the individual next door running a single device. Furthermore, given these escalating connection requirements, you can’t “band aid” your existing hardware. Unless you’ve already completed a massive overhaul within the past five years, a few quick fixes or modifications to your system won’t keep you afloat; you need to rewire the whole thing.

Of course, your IT team is going to the next HITEC. After all, this is their playground. But as an operator, you should go as well. It's the gestalt of technology or the concept that 1+1=3. In other words, just walking the aisles, you will get a feel for where our profession is headed and the world of opportunities that are at your doorstep waiting to transform your business outlook. And while a lot of the tech-speak may be over your head, you’ll play with some neat devices and understand a lot more when your IT guys return and put in some serious capex requests.

Additionally, such is the world we now find ourselves in that even the most hardworking and friendly hotelier must understand the gist of technology and some of the jargon to survive. Attending HITEC will help non-tech managers and operators keep pace with this 21st-century language. Next year’s conference is in Austin, Texas.

I’m already pumped. See you there!

By Larry Mogelonsky, LMA Communications Inc

h housekeeping


Coin Laundries:

Coin operated laundries a valuable revenue stream

THERE ARE CERTAIN THINGS IN LIFE THAT JUST HAVE TO BE DONE AND THAT INCLUDES WASHING OUR BODIES AND OUR CLOTHES.

For most travellers, keeping ourselves clean is as simple as hopping in the shower in our hotel or motel room, but when it comes to what we wear, it can be a lot more complicated. For a start, it takes much longer, and if there is not self-service laundry in the accommodation establishment, a guest either has to find one somewhere in the area – and that isn’t always easy for busy business people or holiday makers – or have their clothes sent out to be laundered.

However, that can mean waiting several hours, or until the next day to have it returned, and for families in particular, it is a service that is often regarded as ridiculously expensive. And that means for the guests, an in-house facility where they can wash their own clothing both economically and at a time to suit them, may well be one of the reasons they decide to stay at your establishment – or somewhere else.

For the accommodation provider – whether hotel, motel, tourist lodge, holiday park or backpackers – the onus is on them to provide somewhere that will satisfy their guests. But by no means should it be a burden. On the contrary, a guest operated – or coin laundry, can be a very useful source of additional revenue.

After all, many of their guests will have little choice but to use it – with certain provisos. It will need to be economic to use, as quick as possible, inviting to spend time in, and with attractive, modern equipment.

In addition, if it has some source of entertainment – particularly for small children whose harassed parents do not want to leave them alone in their guest room, or their laundry unattended, it will be an added bonus. Coin laundries do not have to be just places of sterile utilitarianism. For some years in America, customer-operated laundries have been becoming fun and attractive multi-service centres which customers can actually enjoy. Some now have distractions such as snack bars and video games. While to most New Zealanders, not used to living in high-intensity housing, such commercial laundries are still something of a novelty, there might be little alternative when travelling. And while it might all seem to be a bit of a novelty at first, watching clothes going round and round is not going to keep easily-bored children or adults interested for very long.

SOUTHERN HOSPITALITY LTD T: 0800 503 335 | www.southernhospitality.co.nz | [email protected]

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45WINTER 2014

If that entails sitting for an hour or so on a hard, wooden bench, their patience is likely to become very thin, very quickly. Consideration should be given to providing economic, comfortable seating that helps the time goes by pleasantly, perhaps while reading a book or magazine.

When setting up such a laundry in an accommodation establishment, it might be tempting to utilise a smallish unused area. That will almost certainly be a huge mistake. As well as generous space for the customers, there must be an adequate installation and service area around the machines, reasonable room for a worktop or table for sorting and folding, and separate clean and soiled work areas to prevent cross-contamination.

While for generations, such places for washing clothes have been known simply as ‘coin laundries’, new technology is increasingly meaning that coins or tokens do not need to be used at all.

Expensive investment

As in any such decision involving considerable amounts of money, it always pays to seek expert assistance before deciding to build or upgrade an in-house, guest-operated laundry. Companies such as Speed Queen, Southern Hospitality and Gooder Equipment are only too happy to provide such advice. They can help you design your layout and make sure you are not over capitalizing. They can assist you to work out if the space you

have is appropriate for your guest occupancy and that you have the most suitable type and correct amount of equipment.

While all have points of view that differ in some ways, there were also several s that representatives from the three companies all agreed on. The fi rst is to do with the quality of the equipment.

Speed Queen sales director Duncan Gardiner says it is important to purchase quality commercial equipment that comes with secure coin mechanisms, and that is the most suitable size for the usage it will have.

“Good quality equipment is essential because no one likes having down-time in a laundry. Some accommodation providers try to do it using domestic equipment with bolt-on coin boxes on the wall, but domestic machines are not designed to handle commercial workloads. A commercial machine with an all-metal transmission that can deal with the heavy usage, keep maintenance costs low and give you years of reliable service, not only keeps your customers happy but will give you a good return on your investment too.”

Southern Hospitality’s National Laundry manager, Graham Fox agrees. “You’re better to purchase the more commercially sized machines. We’ve seen people who’ve tried to make do with home retail brands but they’re just not designed for the amount of work they’ll be putting through. For a coin laundry, you defi nitely need a higher spec machine.”

0800 77 333 7 speedqueen.co.nz

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Coin Laundries:

Simon Gooder from Gooder Equipment says a good coin laundry facility should be clean and tidy, well lit and with machines that invite the customers to use them. “Having modern machines with all the advances that have come on to the market recently is part of creating a facility that people want to use.”

Effi ciency factors

Duncan Gardiner says Speed Queen has been providing commercial laundry equipment for accommodation environments for a “very, very long time. I believe they have the balance between, performance, durability and effi ciency down to a fi ne art. In my mind there is no better laundry investment that you can make.”

Simon Gooder is an enthusiast for his company’s own brand. “These more modern stacked machines, with their great appearance, still have the durability and dependability that the Maytag brand is famous for and is a key consideration. For example, the new stacked machines use less than 50 per cent of the water volume of older style top loading washers.”

Southern Hospitality secured the rights to sell Korean engineered and manufactured LG laundry equipment in New Zealand early this year.

“We market the LG Giant-C washer and dryer in both coin and token models,” said Graham Fox. “The washer is a 10kg front loader that gives you extra capacity over agitator machines, together with brilliant energy and water effi ciency.”

“They can be placed side by side, but are easily stackable, great for optimising space. They incorporate a very simple ‘easy sliding’ system where the front-loading dryer can be attached to the top of the washer. Once it’s unlocked, you can slide the dryer forward to access the back of both machines for maintenance, and the dryer has adaptable controls which can be easily switched to the top or bottom if necessary, making it easier for users to reach when stacked. They also have an accessible entry system which allows the entire machine to be easily dismantled from the front for any repairs.”

Simon Gooder emphasizes that a coin laundry should add to a property’s

profi tability without creating more work for staff or problems for users. “A service some properties use is a machine lease where all the machines’ maintenance – and even machine replacement if ever necessary, is included in the monthly lease price. The business doesn’t have to worry about the cost of maintaining the machines – just provide the space for the laundry and collect the money.

“It used to be that so long as the machines were operating correctly, they were OK and didn’t need upgrading, but now customers expect more. Having modern, good looking, energy effi cient machines such as the Maytag stacked washer dryers, helps to create a facility that impresses guests and adds to their experience of staying at the property by delivering a high quality gentle wash which cleans really well and does it with the minimum of impact on energy and water resources.”

Improving security

There has been debate for decades over the advantages or otherwise of coins versus tokens, with some believing that tokens give greater security against theft, but for those prefer who money, Graham Fox says the LG coin models are a safe option. “They’re designed with quite thick steel casings around the coin trap and the steel faces on the front are strongly built. They also have a double locking system, so are very safe from a security perspective.”

Speed Queen’s Duncan Gardiner says sophisticated new technology is helping to eliminate the drawbacks of both coins and tokens. “Modern equipment can electronically

record exactly what has happened in that machine, giving the business owner peace of mind.”

And he says even newer technology now being introduced will remove the need for either coins or tokens at all. “These include cashless systems and payment by credit card. It’s early days and these systems add a level of cost that means it’s not viable for everyone – at present they’re more suitable for larger central laundries, but the costs will come down.”

laundry equipment for accommodation environments for a “very, very

Maytag’s dryers also have turbo-vent technology, this is a

higher pressure fan system which makes their dryers the fastest

drying machines in their class and able to deliver excellent drying in

installation that would make competing dryers

leave wet clothes in the drum.

Primus throughout their long history

has innovated, and their latest product

development is the FX range of machinery. This

product range has had energy efficiency, ergonomics

and environmental friendliness built into the design.

These machines have 400G force extraction

getting more moisture out of the load. They have also

introduced a new advanced cascade tub design

which allows more water extraction than other tub

designs and does not leave the operator with linen

stuck to the inner surface of the wash bowl.

For further information contact Gooder Equipment in Auckland

on 09 415 3581 or Wellington on 04 566 9124 or go to our website

at www.goodequip.co.nz

The best laundry solutions are a mixture of proven machines and brands using the latest innovations and improvements.

Two brands of machines that use this approach are Primus and Maytag. Both have been manufacturing commercial laundry equipment a long time, Primus was established in 1911 and Maytag in 1893 so have an enormous heritage of producing machines that get the job done well.

Primus and Maytag are at the cutting edge of laundry equipment design and this year have released innovative machinery which has new technology advantages and will further enhance their reputation for producing the finest quality equipment for use in commercial laundry situations.

Maytag have introduced their new range of front load machines and washer dryer stackers, these use cutting edge technology to deliver excellent wash results using the absolute minimum required in terms of resources. The Maytag front load washing machine is a 9kg machine but can wash a full load using just 47 litres of water! This is less than half that of a traditional machine.

Proven technology and heritage

GOODER EQUIPMENT

supplier profi le

FX240MLE20 PD

❙ Better Technology

❙ New Designs

❙ Improved Ergonomics

❙ Greater Energy E� ciency

...from Maytag and Primus.

Same reliability and back up from Gooder Equipment for your laundry solution.

‘Your Laundry Solution’

Auckland: 09 415 3581Wellington: 04 566 9124www.goodequip.co.nz

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47WINTER 2014

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Commercial Laundries:

Choosing commercial washers for motel and guest laundries

MOTEL OWNERS CAN REDUCE THEIR LAUNDRY COSTS SIGNIFICANTLY BY BRINGING THEIR LAUNDRY IN HOUSE. HOWEVER, THE CHOICE OF WASHER IS CRITICAL TO THE SUCCESS OR FAILURE OF YOUR LAUNDRY. HERE ARE SOME BASIC TIPS.

Rigid mount or soft mounted washers

There are two types of commercial washers available - Rigid mounts and soft mounts. Rigid mounts are generally lower cost to buy but have no internal suspension and need to be securely bolted to an engineered foundation. Installation is more expensive and spin speeds and extraction effi ciency is generally lower than soft mount machines.

Soft mount washers have internal suspensions that cushion the vibration of high speed spin. They spin at higher speed and achieve greater G forces (and better extraction) than rigid mounts and are lower cost to install.

The G-Force generated in the spin cycles is a key factor in machine effi ciency and in reducing energy usage in motel laundries. Manufacturer data shows variations in G Force varies from less than 200 G for rigid mounts and up to 420G for Soft mount machines. High G force has a signifi cant effect on water, detergent and dissolved soil extraction effi ciency and fabric moisture retention.

Effi cient water extraction can result in a dramatic reduction in time and energy needed to run dryers. Ideally, the spin force should be programmable in relation to the wash cycle, fabric type and desired moisture retention.

Wash capacity

Motel laundry includes daily loads of sheets, towels, blankets, doonas and linen from kitchen and dining room facilities. It is therefore important that you have the correct machines to handle your daily load and some spare capacity for peak loads.

The right machine combination will signifi cantly reduce your labour content and provide additional savings in water, energy, detergents and operational costs and reduce or eliminate the need for outsourced laundry.

Spatial consideration

The biggest hurdle and cost in setting up or upgrading motel laundry facilities is the space required. For smaller motels an easy solution is to consider purchase of stackable washers and dryers. Stack machines consist of a commercial dryer stacked on top of a commercial washer or stacked gas or electric dryers.

Stacked washer dyers for smaller motel laundries are offered by most brands, with LG offering the largest capacity at 10kg for their commercial stack.

These machines are quickly becoming one of our best sellers.

Maytag Stack Coin Washer Dryers o�er big

washing and drying loads in a very small

footprint, are both energy and water e�cient,

and available with a choice of cash or

cashless (advanced electronic stored value

card) payment systems.

Recognising us as a company that best exempli�es service and dependability, strong sales, and support of Maytag Commercial Laundry products outside the U.S. and Canadian markets.

Gooder Equipment has been supplying and supporting Maytag Commercial Laundry products into New Zealand for over 35 years.

The Maytag brand is dedicated to energy- e�cient solutions, with a focus on producing innovative and dependable products for the commercial laundry market.

Stack Coin Washer Dryers

Bob English (GM Global Commercial Laundry), Stephan & Simon Gooder and Nick Koukourakis - Senior Category Manager.

For more information please call us on09 415 3581 or visit www.goodequip.co.nz

At the 56th Maytag Distributors’ Annual Meeting held this year in Tucson Arizona, Gooder Equipment, was named for 2013...

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Commercial Laundries:

One of the disadvantages is safety factors involved in the handling of tall, heavy machinery stacks, especially where manoeuvring up or down stairs or fi tting through doorways. LG again offers the ideal solution with stacks that are designed to be assembled on site.

Access

Plan your laundry with suffi cient access space to move machines in and to make servicing easier. Ask your laundry supplier to provide 3D design layouts and their recommendations for spacing, venting and make-up air for your dryers.

Programmability

It is important that your washer can be easily programmed without the need for expensive software or specialised technical knowledge. Programmability allows you to vary the wash parameters, including the prewash, main wash time, heat parameters, rinse duration, no of rinses, spin speed to suit the fabric type and the wash requirements. The wash programs must interface with chemical selection to ensure consistent high quality results with minimal damage to fabric.

Door size and height

Look carefully at the height and size of the door and its degree of swing. Not only do you have to be able to open the door in confi ned spaces but you also need to load and unload the washer easily and safely.

Always consider the purchase of a suitably engineered plinth with your washer to raise the height of the door to minimise bending and easily loading and unloading into suitable laundry trolleys.

Hot water or ozone disinfection

One of the most effective ways to ensure disinfection and lower laundry costs is to install an Ozone diffusion system in conjunction with your laundry equipment. Ozone is a powerful oxidizer, reportedly up to 3500 times faster acting than Chlorine and a highly effective biocide, killing both bacteria and spores in cold water.

Ozone also offers environmental benefi ts as it enhances the wash process and reduces the number of rinses resulting in signifi cant reductions in water, detergent, and waste water generation as well as virtually eliminating the need for hot water.

One Study by the University Hospital of Southampton reported annual savings of 36.49% in water, gas and electricity costs with Ozone compared to conventional thermal laundering.

Detergent feed pumps

Detergent feed pumps communicate with your wash programs to ensure that the correct amounts and types of chemical are injected at the correct time into the wash cycle. Most chemical companies supply these pumps as part of their supply deal.

However this can lock in Motel owners as they have no control over the pumps and their cost is incorporated into the pricing of the chemicals.

It also means a signifi cant amount of inconvenience and lost production if you need to change your chemical supplier

as the pumps need to be removed and replaced by the incumbent supplier.

The easiest solution is to purchase your own chemical feed pumps. This is a one off purchase and installation

and will enable you to lower the cost of your chemical products and be able to change suppliers with minimal disruption to your laundry.

Purchase or rental

Rental can be a cost effective alternative to outright purchase. With rental, you can get the equipment you need without outlaying precious capital.

Rental terms range from 5-8 years and can include preventative maintenance and extended warranties which will, in turn, lower your operational and repair costs and maximise production. Rental is also off balance sheet which has benefi ts when further capital may be needed to expand your business.

Washer design and effi ciency has advanced considerably in recent years with new technologies and programming advancements that minimise water and energy usage and operation costs.

This provides a strong case for modernising existing laundry facilities and motel owners can achieve considerable operational savings and effi ciencies with improved laundry throughput and user satisfaction.

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h housekeeping


Bed Presentation:

Bed presentation trends for the accommodation industry

The Bed Shawl and Folded Quilted Coverlet options by HotelHome

THE TREND OF DRESSING ACCOMMODATION BEDS IN THE ‘PLAIN WHITE LOOK’ IS NOW BECOMING THE NORM FOR PROPERTIES OF ALL STAR RATINGS AND IN VARIOUS LOCATIONS.

We are seeing more and more properties which are wanting to offer a point of difference to their clientele through the styling of their property and by offering little extra luxuries in the way of bed toppers, extra-large king sized pillows etc. to make their guests stay memorable and hopefully encourage them to come back for more. In HotelHome’s opinion the bed presentation trends we are seeing for the accommodation industry are as follows:

Impact Cushions With many accommodation bookings being made online, sight unseen, the first impression of the room, and in particular the bed, is via an image on the properties’ websites, so this needs to be done well to win guests over, even before they have set foot into the property they wish to stay at.

The addition of a snappy cushion (either a neutral colourway in a bold design or a vibrant bright) on a plain white bed can often be the deal maker when done properly. This little item can be the one thing that makes a property more appealing in the virtual market. It is important however, when selecting a product as simple as a cushion that the correct quality is installed, as a poor quality, cheaply finished cushion that looks shabby on the bed can make the overall finish of the room look cheap and put doubt in the guest’s mind as to the cleanliness of the property.

The finishing touches to dressing a bedFor properties wishing to offer even more to their guests, a bed shawl or folded quilted coverlet can be an extra element added to a crisp white backdrop. Often these extra bedcovering elements may even be installed into extra special rooms i.e. suites, to add a point of difference to what is being offered in a standard room.

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53WINTER 2014

Select furnishings to complement and suit your location and surroundings

It is easy to be tempted into following the latest domestic trends

when selecting fabric designs for bed coverings, and occasionally

this can work, especially in cutting edge inner city properties. These

looks however can be fads and need to be updated regularly. In most

accommodation properties it is best to select fabrics and soft furnishings

that can offer ‘longer term impact’ whilst still co-ordinating with existing

furnishings, including carpets, curtains, sofas, bed heads etc.

Make refurbishing easy and become your own project manager, when selecting Australasian made

When buying Australasian made you have the flexibility of installing your

refurbishment of soft furnishings in stages without the expense of having

rooms off-line, which can often occur during a major refurbishment

installation. The other benefit of purchasing Australasian made is that

when installing in stages, you have the relief of knowing that you can

purchase goods without products being discontinued prematurely,

as many imported products are extensions of retail lines and are

discontinued seasonally.

Taking your property to the next level, with the correct selection of

bedcoverings, is easier and can be more cost-effective than you think.

By Erin Coman-Beckett, HotelHome Design DirectorNeutral soft furnishings can still add impact to the bed.

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Back Pack Vacuums:

The most effi cient way to vacuum

WITH THE CURRENT CHANGE IN THE GLOBAL FINANCIAL MARKET IT IS BECOMING IMPERATIVE FOR COMMERCIAL CLEANING BUSINESSES TO FIND WAYS OF INCREASING EFFICIENCY AND LOWERING LABOUR COSTS.

It has been common practice for the last 30 years that commercial cleaners in Australia use back pack vacuum cleaners as they are the most effi cient way to vacuum resulting in reduced labour costs which means more profi t.

The facts – The International Sanitary Supply Association (The Offi cial ISSA Cleaning Times) tested how long it took the different types of vacuum cleaners to clean 93m². The statistics from the test are as follows:

As you can see using a backpack vacuum cleans almost three times faster than a canister and upright vacuums, all while using half the energy and effort to clean. The higher effi ciency level also means that back pack vacuums save you time and money.

Health and safety – If the facts and fi gures haven’t prompted you to consider a change, think about the health of your cleaners.

Research has shown that carrying items with some kind of supportive straps on the back provides health benefi ts to the carrier. The key is it that the items cannot be too heavy.

The design of a back pack vacuum cleaner keeps the spine straight and ensures the majority of its weight (approx 5kgs) sits on the users hips. By having the weight supported by the strongest part of the body being the hips and the core muscles the weight can be distributed evenly between both legs ensuring maximum comfort and mobility for the user.

A back pack vacuum cleaner also allows the users body to be in a more natural position where as the canister and upright vacuums involve unbalanced repetitive motions (such as pushing and pulling) and tend to have the user in a hunched over position. When wearing the back pack vacuum, the user holds the hand piece with one hand and using a natural walking position cleans the area.

Spring Is Refurbishment Time! Why a refurbishment?- Quickly change an out-dated or tired room - Attract new and/or retain return guests - To create a modern and fresh look - Minimal turn-around time - Know you are offering your guests a comfortable stay

Why Texco International?- Personalised, made-to-measure service - Huge variety of fabrics - Complete accommodation package available including

beds, bedspreads, cushions, runners, comforters, top sheets, continentals, duvet covers, headboards

- We will work within your budget - In-house manufacturing - On-going support - 20+ years’ experience - Nationwide service - New Zealand owned and operated company

Telephone: 0800 925 377www.texcointernational.co.nz

Carpet Surface Vacuumed withSquare metres

MinutesM²/hour

Back pack vacuum & 30cm carpet tool 93 8.25 675

Tank type/canister vacuum & 30cm carpet tool 93 24.00 232

30cm upright vacuum cleaner 93 26.80 208

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55WINTER 2014

Compare this to a canister vacuum and uprights below.

Practicality – Most areas requiring cleaning have obstacles in the way, such as beds, tables etc. This does not pose a problem for a back pack vacuum cleaner, you can walk around while cleaning without worrying about where the canister is or how to manoeuvre the upright. What about stairs? With the back pack vacuum cleaner you can just walk up the stairs cleaning each one as you go without worrying about lifting or dragging. With the canister and upright vacuums you would have to lift both of them resulting in unnecessary strain on your back.

Many manufacturers now also provide a battery back pack option, meaning there are even less hazards as avoiding tripping and winding up the cord have been completely removed from the cleaners entire operation.

Improved air quality – Most of the top back pack vacuum cleaner models also come with double fi ltration technology or HEPA fi ltration technology. HEPA stands for High Effi ciency Particulate Air. HEPA fi lters remove 99.97 per cent of airborne particles greater than 0.3 micron. Particles of this size include pollen and dust mite faeces which can trigger allergy and asthma symptoms so therefore HEPA fi lters actually improve indoor air quality. This means if you are using a back pack vacuuming it is not just cleaning the fl oor it is also cleaning the air around you.

Time for change – It can be expected that some employees will resist a shift from the traditional vacuuming style of an upright or a canister as these methods are familiar, however once a back pack vacuum is correctly fi tted and worn its benefi ts should be instantaneously recognisable to the user. If a back pack vacuum does feel heavy or uncomfortable it is likely it is being worn incorrectly. Always read the manual before use or contact the manufacturer if further assistance is required. All in all, the cost saving and ergonomic benefi ts of a back pack vacuum cleaner, in a commercial use, heavily outweigh those of the upright or canister.

By Vicki Fosselius, Pacvac P/L

Type of vacuum cleaner Biomechanical motion Result

Back pack vacuum & 30cm carpet tool

Cleaner holds the hand piece with one hand using a natural walking position to clean the area

Minimises hunching over and repetitive push-pull motions

Tank type/canister vacuum & 30cm carpet tool

Pushing motion and pulling the canister behind them

Hunching and unbalanced repetitive motions causing long term adverse medical effects

30cm upright vacuum cleaner

Machine is heavy requiring a push-pull motion

An unnatural motion increasing the strain on the cleaner's arm, shoulder and back

hr human resources


Service:

Getting dimensional about guest experiences

TANGIBLE TASKS, CREATIVE DESIGNERS, INNOVATIVE ARCHITECTS, ACCURATE MEASUREMENTS AND EFFICIENT OPERATIONS LEAD TO GETTING THE PHYSICAL DIMENSIONS OF A HOSPITALITY ENVIRONMENT RIGHT. THOUGH PHYSICAL, THESE ELEMENTS HAVE THE POWER TO EVOKE EMOTIONS, SET THE STAGE, AND GREATLY IMPACT THE GUEST EXPERIENCE.

Intangible behaviours, effective leadership, thoughtful training, soft service skills and perceptual insight lead to getting the emotional dimensions of the role that the people have in creating the guest experience.

Exploring the many dimensions of service, both physical and emotional, and how to tap into a variety of experiential moments leading to the most meaningful guest experiences is about taking a deeper dive into what happens in service touchpoints and interactions. It's about exploring how your guests might react to the messages, people and environment on their experiential journey to your site or property. It's about discovering how guest emotions and senses will be tapped or untapped by what you perceive to be a connection.

Exploring these dimensions is also about evaluating and managing the results when the venue misses the opportunity to proactively construct the experience itself beyond the mere physical environment and what actually may or does happen from the guest's point of view. And, when opportunities are missed, follow up with the guest to explore restoring faith in the properties ultimate goal of great guest experiences.

Getting all of the physical and emotional dimensions integrated and focused into one overall strategy and performance will yield the most desired and memorable guest experiences. Accommodation providers must recognise they and their teams are the ones who must get dimensional about discovering and delivering those experiences. Otherwise, guests are left to take a stronger, more proactive (and often more frustrating) role in securing those experiences to meet their expectations when they were expecting the resort and employees to do that for them.

Top rated reviews, customer loyalty and powerful referrals are the results of getting those experiences right. Those experiences are triggered by emotions that run the gamut of positive, negative and indifferent reactions by guests. Those emotions and feelings are what the guest will take with them, even beyond the photos they take, the journey they made and the events that took place.

A recent guest experience showcases the dilemma created when the stage is set to create powerfully positive guest expectations, and yet the team and property's performance virtually misses the opportunity and requirement to guide and meet those expectations at a level, a dimension, below the surface.

"Sometimes getting good experiences and service can be so exhausting!" This comment from a recent 'über' traveller to a new luxury brand hotel in Asia revealed missed opportunities to secure not only guest loyalty but additional income and positive referrals. Several dimensions of delivering an experience that was not only expected but promised in hotel messages were missed.

This guest and her family are savvy travellers and make international excursions to luxury properties two to three times a year. In her professional role, her colleagues and clients value and seek out her recommendations and reviews of the international experiences she has. She researches

each trip meticulously and communicates extensively with each property in advance to ensure her expectations are clear. She was exhausted trying to achieve this goal before even arriving and after a less than satisfying experience upon her return, reached out to me to ask, "is it my responsibility to create my own memorable moments, to make sure everything at the resort is in 'working order' and to expect a top level experience for a resort of this stature?"

This was a beach-pool resort in a remote yet beautiful location. Cultural activities were almost two hours away so her focus was primarily the resort experience, with only a few excursions due to the distance. For this particular guest, the beach and pool were key priorities for her family's style of enjoyment and relaxation in this resort's exquisite setting. The pools were beautifully designed and landscaped (physical dimension). The beach was enticing and alluring. She noted that the resort was exquisite and that the staff was lovely but that was the case in many resorts she could have chosen all over the world.

With that in mind, she went on to share her pre and post impressions and after great anticipation and expectations, what actually happened. She asked, how much of this is/was her responsibility and were her expectations out of line? Take a look at her specifi c issues and how a more "dimensional" approach to each situation could have changed the experience. Consider similar situations that have occurred or might occur at your property and how a deeper focus might change the outcomes and how to respond to guest perceptions that may be different than what your property delivers.

Issue one: Hotel website, prior to arrival

At the time she made her reservations, well in advance of her visit, key information she normally secures in her preliminary research such as menus, prices, special events, tours, schedules, was diffi cult to source and understand and required extensive email communication in advance. When speaking with the reservations team, they could not fi nd the information either and had to send her PDF documents of the information she desired. She shared she felt "exhausted to discover information herself and then get the detail".

Dimensional insight – Accommodation providers and their teams need to have that extra dimension of what guests are researching and looking for when they begin their quest. For many, the website is the initial contact and fi rst part of their journey. For a guest, it's the beginning of their excitement and their emotions start to kick into gear. They are thinking about the new tastes, fragrances, sights and sounds that will be part of being in a new place, new land, new setting.

Issue two: An enticing and exotic beach/pool resort in a faraway land

Key physical features of the resort that attracted them to select this property and location were the ways in which water was featured in two large pools, a jacuzzi and the beach. Upon arrival, this guest and her family learned the heaters for each pool were broken resulting in such cold water that no one was swimming. The beach was also a disappointment with cold water, strong ocean currents and more broken glass than one might expect in the sand in front of the resort, making even a beach walk

Roberta Nedry

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57WINTER 2014

less appealing. With new swim suits in hand, they had to adjust their expectations to looking at the water and not swimming in it for the entire trip.

For these guests and what they had hoped, this was a huge disappointment no matter what the circumstances that caused them. After approaching the resort manager, he noted that the pool heaters had been broken for awhile, was typical for that location and offered a minimal apology. He offered one complimentary dinner at the resort as compensation for the full week of no swimming and no advance warning of the inoperational parts of the resort.

What can hoteliers do when key features, like the beach or pool, are not working? What if construction or other unexpected interruptions take place? Guests will understand if their expectations are met in other ways and if there is empathy for their frustrations and disappointment.

Dimensional insight – Accommodation providers cannot always forecast Mother Nature or problems that may occur but they can be honest with guests about what to expect and offer other options to satisfy their desires. Facts like water temperature this time of year, beach conditions and swimming /water options in lieu of pools are just some of the ways this guest's expectations could have been better established in advance, even with unexpected weather service recovery in these instances also offers many new dimensions to connect on a deeper level with guests.

Like many vacationing guests, this guest chose this property as one of two precious yearly family trips, spent considerable expense and travelled a long way. She and her family shared many great meals and moments in the hotel, indulged in the spa, loved the beautiful resort setting, appreciated the warmth of the staff and yet left feeling frustrated due to the dimensions that were missed for this highlighted week in their lives.

Studies often show that it takes 11 good impressions to overcome one bad one. Make sure enough of those good impressions take place when the bad one is discovered.

Perhaps with an extra dimension of understanding, guests like this don't have to be disappointed and their expectations can be better established with a deeper perception of what will trigger the final results. Accommodation providers who are dimensional in their approach, who go beyond the surface with both employees and guests, before, during and after their visit will inspire the delightful experiences that will inspire guest loyalty and referrals. Make sure all dimensions are in "working order" and enjoy the physical, emotional and financial rewards your guests will deliver during their stay and beyond!

Roberta Nedry is president of Hospitality Excellence, Inc, leaders in guest experience management. Ms Nedry has developed a unique 3D Service methodology to take guest service to the next level. Her firm focuses on guest, customer and client service, the concierge profession and service excellence training for management and frontline employees.

er energy & resources


Lighting:

LED down light options for the accommodation industry

HALOGEN DOWNLIGHTS WERE USED WIDELY IN COMMERCIAL AND DOMESTIC SITUATIONS BECAUSE THEY PROVIDED PLENTY OF LIGHT WITH A GOOD COLOUR AND WERE QUICK TO INSTALL.

Of course the down side was the short lamp life and high running cost (50 watts per lamp), most of this was wasted in heat that then adds to cooling costs. Retrofi t MR16 LEDs have been popular as a way to reduce power and easily refi t, But the lamps do not have the same output or beam angle, and there are often issues with dimming and transformer compatibility.

Another retrofi t lamp option is to use GU10 lamps that are 240 volt and have no issues with dimming and you get more savings because the transformer is disconnected not drawing power.

In this case the electrician installs the GU10 lampholder and connects the lamp that draws just 7W instead of 50W for the halogen and 12W for the transformer, and everything works very well which, for accommodation venues, means greatly reduced maintenance.

The global trend with LED is for products to be supplied as integrated fi ttings, meaning the body of the fi tting, the driver and fl ex and plug are wired up ready to go.

The benefi ts are a much cheaper buy price, longer lifetime (usually 40,000 to 50,000 hours) and because the fi tting is designed as a whole unit all issues of heat affecting the driver are dealt with fully because as the product is supplied prewired, all the electrician has to do is unplug the old halogen transformer and plug in the new fi tting.

So in one quick move you go from using 60 watts of power to 10 watts with the same amount of light, and on top of that the lifetime is 40,000 hours instead of 2000 hours - greatly reduced power and much longer lifetime with either warm white or cool white colours.

Included in this type of product is a typical dimming function operating on leading, trailing and universal dimmers and most have an IP rating meaning they can be used in wet areas such as bathrooms and kitchens.

The fi nal advantage to using integrated LED down lights is the much wider beam angle which is typically 100° compared to 60° for halogen and 35° for retrofi t led in MR16 or GU10. The effect is a softer overall illumination and better coverage with no hot spots.

Summary of benefi ts with integrated down lights:

• Greatly reduced power consumption for same light as halogen

• Much longer lifetime which reduces cost of re-lamping and installation downtime

• Fast installation because everything is prewired and plugs straight in to existing sockets

• Colour choices in warm white and cool white for mood lighting and work areas

• Superior light distribution with 100° beam angle and reduced glare

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Carbon Sustainability:

From carbon to sustainability – Achieving economic rewards by reducing your impacts

What is a Sustainable Hotel? The United Nations Charter, the Millennium Declaration, identified various principles for sustainable development.

These included three key principles of economic development, social development and environmental protection. Although there is not a specific definition for a sustainable hotel, we believe hotels that achieve the bottom line of the above-mentioned three elements should be called a sustainable hotel.

Over the past few years individual hotels and chains have taken the first steps towards greening the accommodation industry. Therefore, incorporating environmental requirements into the overall business goals is seen to be the right thing to do, from a business and sustainability perspective. However, in terms of the three key principles identified by the UN, economic development is well addressed. The focus is how to ensure a hotel’s environmental and social investments are truly sustainable. By ensuring these closely linked investments that draw a high cost, gain not only moral, but actual economic return.

Sustainable goals with economic rewards

True sustainability means effectively managing all areas that contribute to the whole sustainability equation. Hotels are continually improving their contribution to the key elements of economic and social success, plus areas of the environment. Hotels to an extent, hold considerable control over their impact economically and socially, but this is the case in only certain areas of the environment, e.g. energy usage, supply chain management, internal policies, processes and systems.

For sustainability in the context of the environment, the real challenge is to reduce the environmental impacts they cannot control – only influence. A key impact here is that of customer choice – choice in terms of hotel selection, buying decisions, and guest stay behaviour. It is here that carbon management is the hotel’s best ally, and I will now go on to explain why.

According to the research conducted by Cornell University, the eco-certificate in isolation does not help hotels to increase bookings from the average customer, only the few already converted green customers. The average customer needs more to compel them to buy from you, and adopt green behaviours. This compulsion comes by combining economic reward with environmental initiatives. Without reward, the eco-certificate will provide some qualitative business benefits, but far less quantifiable

ones, and predominantly, those associated with doing the right thing. Most current business practices cannot connect green efforts to economic growth (increased business), only the reduction of cost. This makes going green a weak marketing tool.

What is required is a platform to connect the environmental and social efforts to economic benefits. Something like a Carbon Club that brings together hotel customers, and provides the choices and information that will compel customers to choose particular hotels, and adopt green behaviours. Existing loyalty programmes could then be the vehicle to offer economic reward for green choices, and I will explain this in more detail later.

Why start with carbon?

It can be measured to an international standard, therefore managed effectively. The carbon footprint provides an all-encompassing benchmark that incorporates and measures all other environmental impacts, such as water, energy, air quality. Carbon management is the core of environmental management.

It is the only impact that can be traded, through carbon credits, and its management has a global impact.

Whether you believe carbon emissions enhance climate change and global warming, the fact is they have impacts on all three of the key elements – economic, social and environmental. It is something everyone can relate to and understand, provided the information is given in the correct manner – for example, if I say in New Zealand for the accommodation industry the average carbon emission is about 8kgCO2e per guest night, according to carbon zero’s online calculator.

For the average person and potential customer, what does this mean and would they even take an interest. However, if you say this equals 106 km of carbon emissions from driving a standard car, they would get it, relate to it and, I would suggest, take notice. This is compelling information.

You now have their attention. It is what you offer next that will compel a buying choice. So now, you could offset this – their impact for them (carbon credits), plus offer economic reward for choosing your hotel. Offer further rewards for adopting green behaviours (maybe for the first time), and you have begun converting the average customer into a green customer for life, and maybe your customer for life – and at the same time increasing the bottom line. Economic, social, and environmental development achieved!

Ning Zhang Ray Leach

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Carbon Sustainability:

Carbon management supports hoteliers achieving sustainability, and increasing profitability simply and easily. This is because compared to other environmental themes, such as energy, water, waste and biodiversity, carbon emission reductions are the only tradable commodities existing in the market now. In Europe and California, and even in China, carbon emission reductions, also known as carbon credits, are tradable in the market.

This trading to offset carbon emissions supports social and economic development at local and international levels. More and more hotels are involved in local communities’ events, from providing venues to participating in the events. Environmental protection is a good way to show the local and business community that the hotel does care for the local environment. This could start by providing carbon neutral event venues (offset through carbon credits) or launching tree-planting projects. Meanwhile, at the international level, hotels can buy carbon credits from developing countries to offset their carbon emissions. These will contribute to social and economic developments in those countries.

Imagine being able to trade carbon credits within your own chain. For example, a hotel from your chain in a developing country – say China – through their carbon project, reduces its emissions and generates carbon credits. These are then traded with hotels within the chain in the developed world (NZ). They can be used to offset guest stays, offer carbon neutral events, even to become a carbon neutral hotel. Let’s not forget the impact it will have on Corporate Social Responsibility objectives. If you are not part of an international chain, hotels in developed countries could ‘twin’ with hotels in developing countries! What a great story to share.

Why carbon? It is the common denominator

• Energy: One of the main carbon emission sources is fossil fuel combustion, especially for the purpose of power generation. It is worth noting that, for the accommodation industry, energy consumption weights about 50% or even more of operational costs. Meanwhile, natural gas used in kitchens contributes to the hotel’s direct emissions. Managing energy-related carbon emissions will help hoteliers reduce costs.

• Water: Water supply and wastewater treatment will consume energy, and moreover, the wastewater will release methane that is one of the main greenhouse gases. Carbon management leads to the reduction of wastewater generation and water consumption at the hotel.

• Air Quality: Indoor air quality is one of the most important factors of hospitality service quality. Therefore, most accommodation facilities install the HVAC (heating, ventilation, and air-conditioning) system. However, HVAC system is another carbon emission source not only because of energy consumption, but also due to refrigerant leakage. Refrigerants usually have high global warming potential.

• Supply Chain: Considering the lifecycle of any accommodation service, many emissions are from their own supply chain. For example, local food supply generates less emission than international suppliers because the longer the transportation distance is, the more carbon emissions that are produced.

A platform to connect green to economic rewards

Earlier we mentioned a Carbon Club concept. Well, at Greenfield we have developed a unique solution for the accommodation industry to achieve the sustainable goal with economic rewards. We established the Carbon Club to connect hotel greening efforts and guests. Through carbon management, hotels will not only reduce costs, but also reduce environmental impacts.

Such reductions are then turned into Reduction Dollars under the Carbon Club mechanism. The Reduction Dollars, the green money, could be allocated to individual Carbon Club members who stay at the hotel, and then the green money can be used during hotel stays, potentially through the hotels ‘greened’ Loyalty Programme. Reduction Dollars could also be sent to the local community, or all guests have a dividend they can redeem when using the hotel.

Therefore, the environmental reductions, as green assets, are developed as a new marketing tool to attract more guests who stay again and again. On the guests’ side, they can enjoy spending their Reduction Dollars on more hotel products or services, such as a bottle of sustainable wine. And on the hotel side, more products and services will be sold and more revenues will flow into the business. Carbon management is the key to sustainability. It can compel people’s choices and converts average customers into green customers. It helps and rewards local and international communities. It reduces costs, but moreover, generates more profit from increased business. It is a comprehensive approach to sustainability.

Where will a hotel start?

No data, no management. Thus, measuring your carbon footprint is the first step for the accommodation industry to manage their emissions and optionally generate Reduction Dollars that can be the media between economic returns and green investments.

We recommend hoteliers start from a simplified standard, The Hotel Carbon Measurement Initiative developed by World Travel & Tourism Council (WTTC) and International Tourism Partnership (ITP). This is very limited, and for hotels that want to know more about their carbon emission for whole – not part operations, the following methodology is your best choice: Greenhouse Gas Protocol published by World Business Council for Sustainable Development (WBCSD) and World Resource Institute (WRI).

Although initiatives such as the eco-certificate do not greatly contribute to bookings, certification adds brand value, and is a good way to communicate with guests. Therefore, we recommend hotels gain third party certification domestically and/or internationally. Internationally, we suggest ISO 14064-1 Specification with guidance at the organisation level for quantification and reporting of greenhouse gas emissions and removals.

Measuring in isolation without action is pointless. Greenfield is happy to share its unique M.A.G.I.C. principle – a guide for hoteliers to realise economic benefits through environmental reductions. M.A.G.I.C. is shown as below:

• Measuring carbon footprint;

• Assigning carbon management target and tasks;

• mitiGating environmental impacts;

• Integrating other environmental management (e.g. energy, water and waste) to carbon;

• Connecting green to economic awards for both people and business – the Carbon Club.

Sustainability is achievable within the accommodation industry, the key message is that you must address all contributing factors, and the most difficult are those you cannot control only influence. I hope our guidance above have given you some pointers to accelerate your journey.

By Ning Zhang – MEM UNSW, BEng BJUT, MEIANZ, Managing Director, Greenfields and Ray Leach – DipTP BCU, MA (EnvMgt) BCU, Chair Greenfield Advisory Board

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63WINTER 2014

Today more than 50% of NZ households choose SKY. So it’s no surprise that your guests will be looking for the same level of entertainment when they stay at your Motel.

How Guest Select (a decoder in every room) could benefit your business:· Show the channels your guests are watching at home· Increase guest satisfaction· Create a competitive advantage· Generate repeat business and improve occupancy levels Call us today on 0800 759 333 or visit guestselect.co.nz and let your guests enjoy a fantastic mix of Sports, Movies, News and Entertainment channels, and you might find yourself using the ‘No Vacancy’ sign a bit more.

your guests with the ticket they really wantENTERTAIN

Accom Management Guide - Winter 2014

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Transcript of Accom Management Guide - Winter 2014