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IN THIS ISSUE
IHG’s Bruce McKenzie,
Quay West Resort Bunker
Bay’s Sean Watt, Mexico’s
comeback, United Airlines,
hotel schools, Travelodge
Wellington, W Hotels, Fraser
Suites Sydney, bedding and
audio-visual technology.
MANTRA’S
growth
mandate
LEADING AUSTRALasIAN hotel
and resort OPERATOR MANTRA
GROUP ENTERS 2010 WITH A CLEAR
MANDATE FOR GROWTH.
Print Post approved PP255003/07998
p24
The latest news from hotels across the globe.
EXECUTIVE FEATURE
24 General Manager
HM catches up with Sean Watt, General Manager of Quay West
Resort Bunker Bay.
Mirvac
p44
Industry Leaders Forum edition each February, our
December 2009 issue has turned into an outlook for
2010, thanks to the positivity shining through each of
our major features.
A huge boost for the inbound travel market has come ly-focused Aussie traveller. In New Zealand, hotels from
from United Airlines. Speaking to HM in late Novem- Dunedin to Auckland are reporting stronger numbers
ber, United’s head of Australian operations, Alison Esp- compared to the corresponding period in 2008 and many
ley, said she is optimistic about the next twelve months, remain confident of a strong start to the next calendar year.
from both an inbound and outbound perspective. This is quite a different picture compared to early
Similarly, Quay West Resort Bunker Bay, Pullman 2009, when optimism was at a 10-year low and ho-
On the cover Cairns, Toga Hospitality, IHG and Accor – all of whom teliers were restricted to only forecasting for several
A Mantra Group were also interviewed for this issue – are also positive months in advance.
promotion on what 2010 will bring for the Australian industry, I trust you will find the above interviews informative and
THE BUSINESS OF ACCOMMODATION Vol 13. No.6 Bi-monthly December 2009
thanks to a late 2009 rebound across all market seg- enjoy the rest of this December edition, which also includes
IN THIS ISSUE
IHG’s Bruce McKenzie,
Quay West Resort Bunker
ments, including the high-yielding MICE segment. key features on bedding and audio-visual technology.
During a visit to New York in early November, I had the Yours in hospitality,
Bay’s Sean Watt, Mexico’s
comeback, United Airlines,
hotel schools, Travelodge
Wellington, W Hotels, Fraser
Suites Sydney, bedding and
audio-visual technology.
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BRETT GALE
Executive Director
TTF Australia Accor’s Cairns hotels are positive about 2010
Accor set
It didn’t get any lower than 63 and it’s gone
from strength to strength since. Indeed, one
analyst is tipping the Aussie to reach USD$1.20
later in 2010. This is a real double whammy for
Australia’s tourism industry, because it makes for Cairns
recovery
it more expensive for international visitors to
come to Australia and cheaper for Australians
to go overseas
The second key indicator is interest rates By Roderick Eime in Cairns
and, again, Australia led the world’s
developed economies in moving away from
Despite the widespread disappointment Now carrying the Novotel logo, the Oasis
expansionary monetary policy, with rate rises
beginning in October and expectations that and cynicism at the deferral of the promised Resort in Cairns received a radical AUD$7
more will follow into next year. Although Jetstar direct flights to Japan, Accor is dem- million bare shell makeover almost as soon
rates are still relatively low and rising rates onstrating its confidence in the Cairns/Port as the resort changed hands in August 2007.
are closely related to rising confidence, Douglas region’s recovery by investing mil- “The Oasis was one of those typical ‘80s
higher interest rates can impact on lions of dollars in key properties. ‘tropical’ resorts needing lots of TLC,” said
discretionary spending – and that includes
Currently Accor manages or brands eight Novotel Oasis Resort Director of Sales, Philip
tourism. Put the dollar and interest rates
together and it seems our expectations for
properties across five badges ranging from Newland. “And now we have a totally new
tourism need to be revisited. the recently rebranded 5-star Pullman Reef look... much more contemporary. The previ-
Tourism forecasting is fraught with risk at Casino to the 3.5-star All Seasons Cairns ous AAA 4-star rating was generous, now we
the best of times, let alone when the world Gateway Resort. are a confident 4.5-star rated property.”
is experiencing the most volatile economic The two newest properties to join the Ac- Just down the road and occupying the
conditions in decades, which shows why cor family included the landmark Oasis Re- prime location adjacent Cairns’s Trinity Wharf,
we must be cautious about what’s to
sort on Lake Street and one of the region’s is the Pullman Reef Casino. Newly-installed
come. The Tourism Forecasting Committee
expected the number of Australians heading best known properties, Treetops in Port General Manager Adrian Williams relishes his
overseas to fall by more than 50,000 in Douglas. Both properties had fallen into de- new post and strongly believes 2009 repre-
2009, however up to the end of August cline and required substantial modernization sents the bottom of the current cycle.
there had been a rise of almost 160,000 and refurbishment. “Like many destinations reliant on tour-
compared to the same period last year. As Accor Vice President Australia, Simon ism and corporate travellers, Cairns has been
the dollar keeps rising, so that trend will
McGrath, said the addition of Mercure Port responsive to the difficult GFC period and
continue and 2009 could see the number
of overseas trips taken by Australians top 6 Douglas Treetops was a significant milestone demonstrated new adaptability and innova-
million for the first time. for Accor and the Australian hotel industry. tion,”Williams said.
In addition, domestic visitor nights were “The addition of Treetops marked a very Over AUD$4.5 million has been spent on
expected to fall by 3.9% for the year. special occasion for Accor as it took our Aus- the property up to May this year in a contin-
Unfortunately, that’s not the half of it, with tralian network to over 20,000 rooms – the ual process of upgrading rather than a debili-
nights down 8% for the year to the end of
first hotel group to achieve such a mark in tating refurbishment.
June and 9.9% for the first half of 2009. This
is a function of the economic downturn,
Australia,” McGrath said. Despite Williams’s disappointment at the
but domestic travel is also being hit by “Not only has the hotel been benefiting deferral of the Jetstar flights, he considers this
substitution, as more people opt to travel from our partnership, it has brought Port Doug- a minor hiccup that “provides tourism opera-
offshore. Our strong economy also means las to an even wider audience. The destination tors, marketers and travel agents with a bet-
Australian consumers are being targeted by achieved a very high-profile in recent decades, ter lead time in which to properly prepare a
other countries, increasing the competition for and we will use our vast distribution channels strategy to sell on the back of the forthcoming
local destinations.
to revitalise interest in what is one of the world’s Osaka services.”
All this makes the National Long-term Tourism
Strategy vital to ensuring sustainable growth most attractive destinations,”he said. Bridget Catterall, General Manager of the
of the industry. We must concentrate on areas The 224-room resort is located a short walk Best Management Group, who are contracted to
where we have a competitive advantage. from Four Mile Beach and is five minutes drive manage the Treetops Resort and Spa under the
We must invest in tourism infrastructure in to the centre of Port Douglas village (a shuttle Mercure franchise contract sums up the climate:
areas which attract the most visitors. We bus service operates throughout the day). “Travel to Australia and Cairns has never
must streamline regulation and adopt a
Over the past six months, the hotel has been cheaper, and with Port Douglas boasting
whole of government approach to tourism
to foster private investment. And we must received an extensive, multi-million dollar such a high profile in the American, European
ensure the strategy and the agencies charged renovation, including upgrading of rooms, and Australian markets, we believe there is
with overseeing its implementation and the restaurant and public areas and a fresh great potential to grow our business substan-
management are properly resourced. new paint scheme throughout the resort. tially over the next few years.”
Transforming
great Australian
Hotels, Casinos
and Resorts.
MANAGEMENT SYDNEY
EVENTS MELBOURNE
airlines MELBOURNE
The latest Middle Eastern airline to add Australian flights will touch down for the first time on
December 6, when Qatar Airways launches Melbourne-Doha services. Qatar Airways Country
Manager - Australia, Brett McDougall, said the service and product on board the new flights
would be nothing short of 5-star. -JW
HOTELS SYDNEY
MEXICO’S
TOURISM TURNAROUND
TALK ABOUT A TURNAROUND – MEXICO HAS BECOME THE WORLD’S
HOTTEST DESTINATION OF 2010, LESS THAN A YEAR AFTER THE OUTBREAK
OF SWINE FLU, DRUG-RELATED violence AND THE GLOBAL FINANCIAL
CRISIS. HOW HAS THIS HAPPENED? HM INVESTIGATES.
WORDS JAMES WILKINSON IN LOS CABOS, MEXICO
F
rom the outbreak of swine flu to drug trafficking violence, the “Not all tourism destinations could say the same,” he said.
global financial crisis and a series of hurricanes, it’s fair to say He is entirely right. For example, Thailand continues to struggle on
Mexico has had a tough 2009. the back of the anti-government protests in April 2009, while Fiji has
But now the country is educating the world on how to come back an ongoing uphill marketing battle thanks the government being in
from an epic travel downturn, becoming one of the hottest destina- the headlines in Australia and New Zealand for all the wrong reasons.
tions of 2010 thanks to worldwide marketing, great value holidays, in- “Mexico, and moreover Los Cabos, has placed a grand effort in
creased accessibility and extensive travel editorial coverage. education of the travelling public,” he said. “While no one can deny
Leading hotelier Michael Oney, General Manager of the Presidente the impacts of the issues mentioned, it has been our desire to ensure
InterContinental Los Cabos, said the reason for the turnaround comes the travelling public that Los Cabos was one of several Mexican resort
down to education from the country’s national and regional tourist boards. destinations with a very minimal medical incidence.
“The Mexican culture has generally focused on the issues at hand “Additionally, with increased accessibility into the Los Cabos area
and I feel that this has proven to be a great strength in recovering from via additional domestic flights, Los Cabos has increased as a destina-
the myriad of market failures that were faced in 2009,” he told HM. tion for Mexicans as well,” he said.
“This has allowed Mexico to address the matter, take the necessary As Oney said, the Los Cabos region – made up of Cabo San Lucas
steps and move forward. Amazingly enough, what was maybe once and San Jose del Cabo on the Baja California peninsula – has been spared
considered as a laid-back culture, actually took the issues in stride and the full brunt of the 2009 storm. However, the region has still needed to
did not over-react to extreme and create a non-desirable situation, but market extensively to assure travellers the peninsula is safe from swine
rather, a bump in the road. flu and the drug trafficking violence spanning the country’s major cities.
MANTRA’S
MANDATE FOR GROWTH
LEADING AUSTRALIAN CORPORATE AND LEISURE ACCOMMODATION OPERATOR MANTRA GROUP
ENTERS 2010 WITH A CLEAR MANDATE FOR GROWTH FOCUSING ON THE STRENGTHS OF ITS
THREE KEY BRANDS MANTRA, PEPPERS AND BREAKFREE.
W
ith a vision to strengthen its position as the favourite of room stock in the company’s portfolio and less than 2% of profit.
provider of hotel, apartment and resort accommodation While Mantra Group does not need to divest in order to acquire
throughout Australia and New Zealand, Mantra Group new properties, the move has further paved the way for the company
has undergone significant restructuring and recapitalisation to lay the to bid on larger projects that better align with its brand and growth
foundations for its expansion strategy. strategies, with some premium Gold Coast hotels amongst those be-
In August 2009, Stella Group was restructured and recapitalised, ing considered.
with Stella Travel Services and Stella Hospitality Group being sepa- An important part of the growth strategy will be aligning the high-
rated into two independently operating businesses. end Peppers brand to unique properties and locations with a particular
The rebranding of Stella Hospitality Group to Mantra Group short- focus on establishing a Peppers gateway CBD property within the next
ly after signaled a fresh sense of independence for the company which 18 months.
has forged ahead with a strong balance sheet concentrating on being “Celebrating its 25th anniversary in October, we have proudly built
the best in its field. Peppers into one of the most iconic accommodation brands in Aus-
Company CEO Bob East said that with the Mantra Group brand tralia offering an intimate and personalised holiday experience across
already very well embraced by the market, the Group could now set a portfolio of around 25 retreats, resorts and hotels,” East said.
about expanding its three consumer brands Peppers, Mantra and Mantra Group also plans to tap into the burgeoning regional ac-
Breakfree with confidence. commodation market utilising the simple appeal of the BreakFree
Each of the three brands have benefited from successful re-launches brand which has redefined the way Australian families think about af-
over the past 12-18 months, resulting in even stronger brand strength fordable, self contained holidays in great locations.
and acceptance. Another key driver of growth for the Mantra Group brands will
be the franchise and marketing service relationships forged on the
strength of the company’s central reservations (CRES) system and su-
‘‘Our products, service, positioning, pricing perior distribution platforms.
and promotion of each brand are designed “We have developed a world class distribution network which gives
to meet the core needs of our guests and us the ability to communicate and market to the industry as well as the
our company structure, training, procedures, consumer,” East said.
policy, development, culture and processes East said CRES had seen a huge growth over the past 12 months,
are, in turn, modified for each brand.’’ with consumers liking the convenience of booking a destination
BOB EAST, CEO, Mantra Group through a centralised system.
Mantra Group’s distribution strength lies in over 20 years of in-
Market penetration and brand awareness is enhanced with consid- dustry experience and relationships with key wholesaler partners both
erable advertising. Mantra Group dominates advertising in the Aus- domestically and internationally.
tralian media’s accommodation sector, consistently ranked the number Through a strong presence amongst consumers and the travel trade
one advertiser. alike, Mantra Group provides a total travel solution and ‘one stop shop’
“Continuing the strong growth of Mantra Resorts into key corpo- for all accommodation needs. Customers also benefit from Mantra
rate and leisure destinations across Australia and New Zealand will be Group’s strong and fruitful relationships with relevant government
a major focus in the coming years,” East said. and marketing bodies.
A recent example was Mantra Group’s strengthened commitment Additionally, a strong online presence and e-marketing strategy
to Queensland’s Whitsundays region by signing a management agree- drives business through the Group’s websites as well as providing the
ment for the new One Whitsundays development at Shingley Beach means for selling distressed inventory.
due for completion in 2012. As part of the Mantra Group central reservations system, properties
To be marketed under the Mantra brand, it comes hot on the heels are automatically linked to 4,000 travel agents worldwide, more than
of another new property for the group in the region with the recent 300 wholesalers, past guests, last-minute sites and corporate partners.
opening of Peppers Coral Coast Resort at Airlie Beach which has ex- East said Mantra Group’s ultimate focus would continue to be the
ceeded all expectations in terms of business success. guest experience offered by the three distinct brands of Peppers, Man-
“With more than 140 properties in our group under the three tra and BreakFree.
brands we are closely monitoring tourism trends and forecasts and “Our products, service, positioning, pricing and promotion of each
have identified the Whitsundays as just one of the growing hot spots brand are designed to meet the core needs of our guests and our com-
for development and tourism,” East said. pany structure, training, procedures, policy, development, culture and
“We are committed to bringing our world-class brands to these ar- processes are, in turn, modified for each brand,” he said.
eas and contributing to long-term tourism growth.” “The end result is a robust confident business that is delivering
In November this year Mantra Group stepped up its ongoing strat- both in terms of management performance and profitability.”
egy of acquisition and divestment by selling the management letting For more information on partnering with Mantra Group, visit www.
rights of some of its smaller, non-core properties representing just 2.5% mantragroup.com.au
Accor launches Château Élan at The Vintage, a new, 5-star golf and spa resort
located in the Hunter Valley, is on target to open in February
apartment 2010. The AUD$30 million development has been co-conceived
by the group behind the prestige Château Élan brand in
website Atlanta, Georgia, and will offer luxury retreats for up to 200
Accor Hotels has launched a new dedicated guests.“Château Élan at The Vintage brings together top-flight
website for its rapidly growing apartment ho- golf, world-beating spa treatments and a superior level of
tel network in Australia and New Zealand. luxury, and all within one of the country’s great destinations,”
The new www.grandmercurepartments.com.au said Château Elan CEO Erik Stuebe.
website covers 17 apartment hotel properties in
Australia and New Zealand, from Accor’s dedi-
cated Grand Mercure Apartments brand. day spas hunter valley
The new website provides greater func-
tionality for handling apartment-style prod-
uct as well as detailed information of facilities
Vinotherapie exfoliates Endota
and features available. The website’s features Endota Spa Hunter Valley at
include downloadable hotel fact sheets, the Peppers Guest House in-
Google Maps for driving holiday enthusiasts, troduced Vinotherapie treat-
detailed apartment floor plans, an extensive ments in late 2008 and since
image gallery and tailored search options. then they have continued a
“The visual aspect is an important compo- big hit in the region.
nent of selling apartments to our guests who According to Endota’s Jul-
want to see as much detail about the property ie Molenaar, the Vinotherapie
as possible prior to booking,” says Accor’s Di- treatments, which originated
rector of Marketing, Alison Rodgers. in France, use the stems,
“Whilst bookings will link through to the oils, seeds and flesh of wine
accorhotels.com website booking engine, grapes to create anti-ageing
the www.grandmercurepartments.com.au por- skin and body treatments.
tal provides detailed information that relates “Signing up for a vino-
specifically to apartment hotels. This market therapie treatment means
is growing strongly, so the new website will soaking up a good drop –
be of great benefit to our customers.” literally,” she says. “We use
freshly crushed grapes from Vinotherapie at Endota Hunter Valley
nearby vineyards and, when
they’re in season, we’ll also vine leaves being laid all over the body; a ‘pinot
use the vine leaves to wrap the body. The grape noir wrap’, which includes a detoxifying, skin
seed oil, grape seed and red wine extracts have polishing scrub; a ‘vinotherapie facial’ which
a detoxifying effect. uses all of the grape elements to cleanse, exfoli-
“So not only are the treatments deliciously ate, detoxify and moisturise; and a ‘shiraz bath
relaxing, but they have a real therapeutic benefit. soak’ which brings new meaning to the phrase
“People step out of the treatments with skin “soaking up a good drop of red”.
that is energised and firmed,”she says. More than just a gimmick, Molenaar says
Endota Spa Hunter Valley offers a range of the new vinotherapie treatments have been
vinotherapie treatments, including: a ‘chardon- bringing real health benefits to Hunter Valley
Grand Mercure Rockford Palm Cove nay massage’; which wraps up with warmed locals and visitors.
Transforming great
Australian Hotels, Casinos
and Resorts.
Four Seasons Hotel, Sydney isis.com.au
REFURBISHMENTS AUCKLAND
Quest Campbelltown
Quest
developMENTS campbelltown
Construction
begins on
Quest
Campbelltown
Quest Serviced Apartments has begun con-
struction of its newest multi-million dollar
development, Quest Campbelltown, NSW.
Built – one of Australia’s most dynamic
construction and fit-out companies – is con-
structing the latest Quest development, led
by Built Projects Director, Mitchell Futcher.
Hyatt Regency Auckland’s highly anticipated colours of the vanity, also specially designed The AUD$16 million property invest-
rejuvenation is on track for completion by the for these rooms. ment will employ 200 local consultants,
end of 2009. The new Residence Tower King Rooms have project managers, site managers and trades-
The long-overdue enhancement has seen been refreshed with a warmer, more inviting men. When complete, the anticipated 4.5-
the creation of two new room types in the colour palette. Beds have received new linen star property will feature 81 studio, one, two
original Regency Tower – a View King and a and valance that match the new curtains and and three-bedroom serviced apartments
Suite View King. headboard, which complement the original over four levels.
New textured carpets and fresh colour on décor of the room. The new Residence Suites Quest Chairman, Paul Constantinou, said:
the walls bring a warmer feel to each room, have received all new furnishings. The colours “Quest is excited to forge ahead with this Syd-
which also include new King-size beds and have transformed the room to match the unique ney suburban development. Quest Campbell-
linen and 32-inch TVs, while the furnishings outlook of Auckland City, harbour and parks.The town will offer business travellers to Sydney’s
are the work of New Zealand designers. The greens and browns have an earthy feeling with a southwest a home away from home.”
bathrooms have received a modern touch, very chic and contemporary design to each piece Quest will consider franchise manage-
with all original tiling being polished to of furniture that was created especially for these ment expressions of interest for the Camp-
perfection. This complements the new rich rooms by New Zealand designers. belltown property in February 2010.
refreshments melbourne
New look: Crown Towers Melbourne
Since its AUD$65 million refurbishment
was completed several months ago, Crown
Towers Melbourne continues to be the 5-star
toast of the Victorian capital. “The feedback
from guests has been extraordinary,” Crown
Hotels Executive General Manager Peter
Crinis told HM. “Whether travelling for
business or pleasure, our guests love the
modern styling and attention to detail.” Look
for the new rooms to be extraordinarily
popular during Melbourne’s upcoming
sporting summer, when celebrities flock into
town by the hundreds. -JW
GPT sells
GREEN ACCREDITATION KINGS CANYON
novotel lands
Novotel Brisbane Airport
at brisbane airport
This month, HM looks at why Kenlynn
Properties Australia selected
Accor as the brand for their
new Brisbane Airport hotel.
W
hen developers Kenlynn Properties Australia were ready room service, and a rooftop lap pool, gymnasium and sauna.
to launch their new hotel at Brisbane Airport, they decided All meeting rooms have natural light, state of the art audio visual
they needed the assistance of the international hotel brand equipment, broadband and WiFi. The lobby level includes a complimen-
that has attracted, according to a recent Roy Morgan poll, more Austral- tary web corner with MAC computers enabling guests to access the in-
ian guests than any other. The Novotel brand is not only one of the most ternet and print their boarding passes prior to departure from the hotel.
powerful global hotel brands in the world, but with Accor managing ho- Designed by Brisbane-based firm Noel Robinson Architects, the
tels at almost every major Australian airport, an Accor franchise seemed hotel includes a six-storey atrium and a dramatic, glass-ended canti-
the perfect way to ensure the success of their newest project. levered rooftop pool and recreation space.
The brand new Novotel Brisbane Airport is now set for a mid-De- To capitalise on Queensland’s year-round subtropical climate, it
cember opening and will be the first global airport hotel in the city. has been designed to harness natural light and outdoor living spaces
Located just off Airport Drive, the 157-room, 4.5-star hotel can be ac- to achieve high energy efficiency. The interior design will comprise a
cessed by road or AirTrain utilising a bus transfer loop running be- blend of traditional elegance and contemporary design, with local tim-
tween the domestic and international terminals and the hotel. It is also ber veneers and stone, while the rooms will offer guests a mix of natu-
just a short walk from the DFO hub which houses over 120 discounted ral materials, warm colours and the latest in technology.
brands in fashion, homewares and more and the commercial precinct Dino Mezzatesta, Accor’s General Manager Franchise Hotels said
which is home to more than 300 businesses. Novotel Brisbane Airport was a strategic addition to Accor’s network.
Scott Flynn, a spokesperson for the owners said they chose a fran- “Airport hotels have high visibility and typically perform very well
chise with Accor because they knew Accor had the expertise to make and with the focus on further upgrading the Novotel brand, this new
an airport hotel successful. hotel is a very exciting addition to our network,” he said.“Brisbane Air-
“Novotel hotels are located near some of the world’s most im- port is an increasingly important hub in Australia, with new airlines
portant airports so we were confident the brand would suit our new offering direct flights and the Novotel branding will help to attract a
project,” Flynn said. “We felt the Novotel brand was the perfect fit for global audience to the hotel.
the style of this new hotel and would help to attract both domestic and “Accor franchising is a great way to offer start-up hotels instant brand-
international guests, as the brand has such a strong global presence. ing, access to the knowledge and expertise of the entire Accor team, and
“While there might be about 4 million international and almost 15 a ready base of customers via Accor’s loyalty programs, existing customer
million domestic passengers each year passing through Brisbane Air- network and extensive global distribution channels. For this new airport
port, we wanted to ensure we attracted as many of these people as pos- hotel it will help to ensure business soars from the very first day.”
sible to stay with us and we felt that Accor could provide the global With Brisbane Airport boasting a curfew-free status, it is likely it will
marketing, brand awareness and distribution channels to ensure we fill attract even great numbers of international and domestic carriers in
our rooms,” he said. future years, which will make Brisbane a hub for increasing passenger
“Being a franchise hotel enables us to maintain our individual per- movements.
sonality while providing access to the Accor expertise that will support Novotel Brisbane Airport will become part of a global network of
our efforts on a global level.” 400 Novotel hotels across more than 56 countries, including over 80
Designed to cater to a diverse range of short-term travellers, the hotels in the Asia Pacific region.
hotel includes six dedicated meeting rooms and an executive board For information on franchising go to www.accorfranchise.com.au or con-
room, a restaurant and stylish bar with separate lounge area, 24-hour tact Dino Mezzatesa on (02) 9280 9832 or email dino.mezzatesta@accor.com
MARGARET RIVER’S
MASTER RESORT
THIS MONTH, HM SPEAKS TO SEAN WATT,
GENERAL MANAGER OF MIRVAC’S QUAY WEST
RESORT BUNKER BAY, LOCATED IN THE HEART
OF WESTERN AUSTRALIA’S MARGARET RIVER
WINE REGION.
WORDS JAMES WILKINSON IN BUNKER BAY
HM: Sean, how is Quay West Resort Bunker Bay performing HM: What interest are you seeing in the region from outside West-
at present and what are you expecting for the next 12-18 months? ern Australia and do you believe the Australian East Coast states
SEAN WATT: The financial year 2009/10 is tracking relatively well, will be key markets for the hotel over the next twelve months?
with July, August and September already achieving a 10-15% higher SW: Definitely continued growth and interest from the east coast
occupancy than the corresponding period in 2008/09. We have good which has been assisted by accessible and cost friendly air travel and
business on the books for Christmas and the New Year, which is a big-name events in internationally acclaimed wineries.
favourite time for the Margaret River Region and we enjoy a fairly
healthy return guest ratio. HM: What are the main challenges facing the hotel at present?
SW: Whilst remoteness is a drawcard to many, especially those who
HM: Which market segments are you expecting to be the strong- feel they want a complete escape, it does still offer a challenge to some
est in 2010? and what we need to do is convince some visitors to drive from Perth
SW: Domestic leisure continues to be our strongest market, with con- to Bunker Bay. But once they have arrived, they appreciate the tranquil-
tinued growth/interest from the east coast which has been assisted by lity of Bunker Bay and the surrounds. Also, staffing will continue to be
accessible and cost friendly air travel. We are also seeing a pick up on a challenge irrespective of the state of the economy. I say this because
conferencing and of course the wedding market is great for us because the majority of the front line hospitality staff are young and in the early
we have such a romantic location. stages of their working life and they are primarily here for a relatively
short period and then move on to their next adventure.
HM: How is the Margaret River market performing and how is
the industry banding together to maintain strong visitor arrivals? HM: What makes the hotel so unique in your opinion?
SW: I believe that the Margaret River Region has worked extremely SW: The simplicity of the location just emphasises the beauty of the area
well with the various tourism bodies and that we are certainly becom- – from beaches to vineyards, restaurants and art galleries. Everything is
ing a well recognised tourist destination offering a wide variety of at- accessible with ease, from the luxury accommodations to the superb facili-
tractions all year round to attract a wide audience. ties, being the restaurant, bar, swimming pool, tennis courts and Mii Spa.
Resort HM: You have some excellent F&B on offer at the hotel. What are
Bunker Bay the highlights in your opinion?
SW: The variety and freshness of local product available and with the
Bunker Bay, WA, seasonal changes made to our menu highlighting this vast and diverse
Australia range of food and beverage on hand. Obviously the renowned quality
of our Margaret Rivers wines is a highlight.
Owner:
Mirvac Hotels
and Resorts HM: The hotel is very strong in the MICE segment. What does the
hotel offer in the way of MICE facilities?
Operator: SW: Quay West Resort Bunker Bay offers a diverse selection of
Mirvac Hotels function, conference and catering options which range from our small
and Resorts private function rooms – The Shivery, Sugarloaf and The Snug – to our
extensive Windmills function rooms which cater for up to 120. We also
General Manager:
have our magnificent Bunker Bay Marquee that can easily manage 250
Sean Watt
for a spectacular gala dinner.
Rooms and suites:
150 fully equipped HM: How is the MICE market performing and what are you
villas of studio, 1-, expecting for the next twelve months?
2- and 3-bedrooms SW: As mentioned, the 2009/10 financial year is currently tracking
very well and includes strong conference business on the books.
F&B outlets:
There certainly seems to be renewed confidence with in this
Other Side of the
Moon Restaurant, market segment and we are optimistic of a robust 2010 and even
The Snug Lounge, brighter 2011.
Poolside Bar and
Kiosk
Conferencing:
6 conference
and event spaces
catering for up to
400 guests
Recreation facilities:
25m wet-edge
heated pool,
gymnasium, tennis
courts, sunbathing
decks, Mii Spa,
extensive grounds for
jogging and walking,
and beach access. A villa at Quay West Resort Bunker Bay
TOGA STARS IN
Travelodge Wellington
WELLINGTON
THE DOORS TO WELLINGTON’S ‘NEWEST’
OPENED IN JUNE 2009, BRINGING ANOTHER
STRONG INTERNATIONAL BRAND TO THE NEW
ZEALAND CAPITAL. HM CHECKS-IN.
WORDS JAMES WILKINSON IN WELLINGTON
W
hile Auckland, Christchurch, Dunedin and Queenstown have
been hot on the development radar, Wellington has struggled
with new supply, thanks to a lack of approved or planned
projects leading right up to Rugby World Cup 2011.
With that in mind, it’s no surprise that Toga Hospitality’s 132-room
Travelodge Wellington opened to much fanfare in June 2009, despite
the ‘new’ property being a refurbishment and rebranding from an age-
ing Copthorne Plimmer Towers.
Toga Hospitality CEO Rachel Argaman said she was encouraged
by bookings and occupancy at Travelodge Wellington over the last six
months, given the substantial investment in time and money the com-
pany has injected into the property.
“We’ve seen occupancy increase steadily month-on-month and are
already welcoming repeat customers,” she told HM. “Wellington is a
very competitive market to be operating in, but we have seen some
strengthening in the market in the past month or so.
“Whilst we are all challenged by current economic climate it brings
like all challenges, opportunities to improve our business… so, we are
focused on guest service, growing repeat business and paying close
attention to our costs,” she said.
A strong finish to 2009, coupled with the company’s increased focus
on the bottom line, has Argaman confident of a strong 2010.
“For the next 12-18 months we are aiming to continue the growth in
occupancy and growth in room rate,” she said. “In 2010, we are expect-
ing to see strong growth in the corporate and government markets and
will continue to drive leisure bookings through our consumer marketing
campaigns.
Alongside Toga’s direct campaigns, she said the company would also
be working with Positively Wellington Tourism.
“We will all be working with Positively Wellington over the more
leisure months of late-December and early-January and then look for-
ward to seeing continued growth in the strength of the market in the
New Year,” she said.
Argaman said there were a number of “These factors make it ideal for both lei- Owner:
Toga Hospitality and Eureka Funds
factors why the hotel had proven popular in sure and business travellers,” she said.
Management
recent months, including the extensive refur- Argaman said those factors also meant
bishment and its prime position in the middle Travelodge Wellington was perfectly suited to Operator:
of the city. the MICE market (both domestically and in- Toga Hospitality
“We have the newest hotel offering in ternationally from Australia), a segment that
Wellington and our corner rooms have amaz- has also been showing positive signs for the General Manager:
ing views over the city,” she said. next twelve months. Shaarn Letele
“The hotel was completely refurbished “The MICE market looks to be very prom- Opened:
over an eight month period and the 132 rooms ising for 2010,” she said. “We have a number June 2009
were revamped with new fixtures and fittings. of pieces of business already locked in for
The three conference rooms also have a fresh 2010 and will be focusing on this market Rooms & suites:
new look and the hotel’s foyer and restaurant through the year.” 132 rooms
have been transformed. Thanks to the cheapest trans-Tasman air-
F&B outlets:
“Travelodge Wellington is also in a prime fares in the last ten years, conference and in-
Steps Restaurant, serving
location in the centre of Wellington’s finan- centive planners are looking to New Zealand breakfast, lunch and dinner
cial and shopping hub, yet close to key at- destinations such as Wellington for conferenc-
tractions such as Wellington Zoo, the Wel- es under 100 people and the city’s ‘newest’ ho- Conferencing:
lington Cable Car and Te Papa Museum of tel is in the perfect position to capture a strong Three dedicated conference rooms
New Zealand. share of the ever-growing MICE market.
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ASSA ABLOY Hospitality Oceania • Unit 1, 44 Cambridge Street • Rocklea 4106 • Queensland Australia
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info@vcegroup.com • www.vcegroup.com
MAXIMISING OPPORTUNITIES
In a challenging climate
IN AN EXCLUSIVE COLUMN FOR
HM, IHG’S COO FOR AUSTRALIASIA,
BRUCE McKENZIE LOOKS AT
MAXIMISING OPPORTUNITIES IN A
CHALLENGING ECONOMIC CLIMATE.
When ex-Malaysian Airlines CEO Idris Jala quipped
there’s nothing like a good recession to get your business
into shape, he’d already brought the business through one
extraordinary change process – only to face the need for
further reorganisation and cost cutting in light of the GFC.
Despite their dire situation however, Jala – a celebrated
change agent – publicly recognised the need to keep im-
mediate needs in perspective of longer-term goals for the
70-odd year old company.
While the MAS situation is an extreme one com-
pared with that of most of the major operators in our
own sector, it exemplifies the dilemma we’ve all found
ourselves in over the last 18 months. If nothing else,
2009 has been a year of embracing the realities of man-
aging short term needs while keeping sight of longer
term objectives.
Even though there’s no doubt things are picking up for
us in Australasia faster than most other parts of the world,
there are likely to be examples of operators and owners
who will suffer as a result of focussing solely on short-term
responses to the challenging economic conditions.
In seeking to avoid this trap, we’ve focussed on protect-
ing the balance between delivering returns today and con-
tinuing to build our business capability ensuring we have
a stronger market position next week. Recent events have
demonstrated how tempting it is to forego that balance in
favour of an immediate competitive advantage, which ul-
timately damages business prospects over the longer term.
Of course, we’ve had the luxury of being better able
to maintain balance in the first place. Strong operating
systems and expertise coupled with powerful brands,
marketing channels and location network are insulation
against the storm that surrounds every low point in the
economic cycle.
Our ultimate objective over the last couple of years has
been to use the current economic climate to our advan-
tage. The restructuring of our Asia Pacific operations into
two separate business units has meant we’ve dedicated
more resources to Australasia and Southern Asia, while
the Greater China team focuses on the 118 properties un-
der their care and the 100 more in the immediate pipeline.
It’s also meant we can cut costs constructively and in
a sustainable manner, while still improving the customer BRUCE MCKENZIE
experience and the engagement of our hotel and corporate Chief Operating Officer - Australasia
InterContinental Hotels Group
teams. As a result, we’ve been able to live up to our promise
to customers, continue to provide highly competitive ca-
reer opportunities for our staff, and deliver strong returns
for our owners.
There is no doubt business is picking up across the
board. The next few months will be telling, and will very
likely demonstrate which operators have managed to
maintain the balance required to remain competitive as
the cycle lifts.
THE
WOW
FACTOR
D
uring the 1990s, hotels were stuck in a
transitional portal of being large, grand and
over-luxurious or small, stale and under-
developed. What was missing was a hip, contempo-
rary and sophisticated hotel chain - one where guests
could sip martinis at the bar while listening to eclectic
“W is more than a music spun by the world’s best DJs. People wanted ho-
hotel brand… It’s an tels to stay at where they could be in ‘the scene’.
iconic lifestyle brand Sure there were the luxurious 5-star hotels where guests
and what sets us could drink Dom Perignon and eat caviar in the lobby, but
apart is how we offer what was missing was a collection of hotels under one
more than just a banner where no matter wherever in the world you were - be
hotel stay, (because) it New York, Sydney, London, Hong Kong or Paris - you were
we offer unique guaranteed to be staying somewhere hip, happening and fun.
and innovative So, when Starwood opened the W New York in December
experiences.” 1998 - complete with a happening bar, loungeroom-style lobby,
EVA ZEIGLER, Global Brand Leader,
funky music and eclectic furniture - it’s no surprise that hotels
W Hotels, Starwood were firmly placed in the realm of cool for the first time in decades.
In fact, soon after Starwood first opened the W New York,
hotel chains across the world scrambled to try and keep up, by
revitalizing their bars, restaurants and guest rooms. Some have
come close, but none have been able to emulate what W has done
on a global scale.
“W was a category buster when Starwood opened W New York
in 1998 and it quickly redefined the hotel experience,” Starwood’s
Global Brand Leader for W Hotels, Eva Zeigler, exclusively told HM
in New York.
NEW YORK’s finest W New York - The Court (1999) W New York - Times Square (2001)
From one hotel in 1998 to six today, A converted apartment building, W In New York’s most famous square,
New York is more than just a home The Court is a hotel with an incredible the W Times Square rises high above
for W Hotels – the city has the brand’s amount of character and is perhaps the neon lights that dominate the
biggest presence and remains its the most quaint of all the city’s W streetscape down below. It’s the
largest market. James Wilkinson finds Hotels. Love the location at 130 East ultimate location for first timers to
out the wow factor at five of them. 39th Street. the Big Apple.
W New York (opened 1998) W New York - Union Square (2000) W Hoboken (2009)
The brand’s original property, W New Arguably the best location for a hotel in W Hoboken is located across the
York is highlighted by Randy Gerber’s New York, the W Union Square is one of Hudson River in New Jersey and
Whiskey Blue bar located to the side the brand’s most popular hotels in the features incredible views of Manhattan.
of the hotel lobby (Gerber’s original), city for good reason. Fantastic service, The hotel is highlighted by its amazing
and the 720-sq foot Extreme Wow large rooms and a hip bar downstairs Bliss day spa, popular Zylo steakhouse
Suite atop the building. highlight this superlative hotel. and hip Chandelier Room bar.
“Since then, W has grown to become an American phenomenon the pipeline, according to Zeigler.
and is currently transforming into a global powerhouse. “In Spring 2010, W Retreat and Spa – Vieques Island will open (in
“W was the first to transform the lobby into what we call the Living Costa Rica),” she said. “It’s a breathtaking property that was designed
Room experience - a place where guests and locals come to mix and by David Rockwell and Patricia Uriquola and will feature a restaurant
mingle - and other W firsts include branded beds, retail stores, signature by Alain Ducasse.
scents, branded CDs and designer minibar amenities,”she said. “In 2010, we will be opening Retreats and Spas in Koh Samui and Bali.
Australia, of course, has had its taste of W when the W Sydney Then, in 2012, we will debut our first ever ski resort, W Verbier,”she said.
opened in 2000 on the harbour in Woolloomooloo. In not just emerging markets, but by adding major in-demand cities
It may be the BLUE Sydney now, but the W’s legacy remains and the such as Paris (2011), London (2010), Shanghai and St. Petersburg is
hotel can be credited for making Australian hotel bars cool once more. proof of W’s positioning in the market and the fact that the brand is
On several occasions in the early 2000s, Water Bar was so popular at ultimately lacking a major competitor in its segment.
times that only hotel guests were guaranteed access – another benefit of The only chains that come close to W at present are Thompson Hotels
staying at a hotel that W also pioneered and remains in force to this day. in the United States (which is set to add a Seoul hotel over the next 18
Sydney was also the first city outside the United States to feature the months), Eight Hotels Australia (specifically with the Diamant brand),
W brand and many industry leaders would say the brand recognition Viceroy (which opens a uber-hip Snowmass hotel this month) and Le
remains so strong in the harbour city that marketing budgets would Meridien, following Starwood’s major revamp of the brand earlier this
be able to be kept to a minimum in the event of a new hotel opening. year (which is ironically also under Zeigler’s direction). And, until the first
Zeigler said while there are no immediate plans for a return to Edition hotel - the collaboration between Bill Marriott and Ian Schrager -
Sydney, the city remains firmly on the brand’s radar, a message echoed is opened, no other top five chain will come anywhere near a W concept.
to HM several times by Starwood’s regional head Sean Hunt. Zeigler said what Starwood have developed with W is create a
“W is always seeking exciting new locations around the world… places brand that more is based around more than just accommodation.
where our loyalists want to visit,”Zeigler said.“While no plans are currently “W is more than a hotel brand… it is an iconic lifestyle brand,” she
in the works for a property in Australia, we never rule a location out. said. “What sets us apart is how we offer more than just a hotel stay,
“However, this is a very exciting time in W’s history as we are on (because) we offer unique and innovative experiences.
track to double our footprint by 2011. We’re expanding to some of “Our leading-edge design sets the stage for an integrated lifestyle
the most sought-after markets in the world including Paris, London, experience, including destination bar and restaurant, signature spa
Shanghai and St. Petersburg,” she said. experience, Whatever/Whenever service promise, and W Hotels The
After a rapid expansion from 1998 to 2004, the United States Store, our take on the traditional hotel gift shop,” she said.
growth of the brand slowed down and Starwood started to focus on Zeigler said offering the complete lifestyle experience, with a hip
signing properties across the globe. While several W Hotels opened - twist, is one of the main reasons why W is in such strong demand and
in Canada, the Maldives and South Korea - the international reach did has proven successful over the last decade.
not truly kick into top gear until mid-2008 when Starwood was signing But, given W’s leadership in its segment, Zeigler knows the brand
properties practically by the month. That date also marked the opening has to remain at the forefront of the industry and she has been left with
of W Hong Kong, what has become a flagship hotel for Starwood in the responsibility doing just that.
Asia and at the time, quite possibly the best W to open anywhere in the What’s next? From what Zeigler says, it sounds like Starwood is
world since W New York in 1998. creating its own magazine house-slash-fashion brand.
Since Hong Kong, a plethora of hotels have opened on an equally “In another W first, we have just appointed of our first ever Global
grand basis, across both Europe and the United States. Music Director Michaelangelo L’Acqua,”she said.“His job is to strengthen
“In 2009, we opened several flagship hotels globally including W our presence in the music community and create brand partnerships for us.
Barcelona, W South Beach (Florida) and W Washington D.C. and will “We will also soon be appointing a Global Fashion Director to help
soon open W Hollywood and W London – Leicester Square,” she said. us do the same in the fashion arena,” Zeigler said.
“New York City, as the birthplace of W, will continue to be flagships For a hotel chain to take these financial risks and go to the lengths
for the brand, especially the new W New York - Downtown, which is of creating the ultimate hip guest experience, it truly is no wonder that
also set to open in 2010,” Zeigler said. W remains the coolest hotel brand in the world – a title it will mostly
There’s more to come, especially in some emerging and exciting likely retain for another decade and beyond.
markets for Starwood, including Athens, Greece (2011), St Petersburg, HM flew to New York with United Airlines, which flies twice daily to the Big
Russia (2010), Marrakech, Morocco (2011), Amman, Jordan (2012), Apple via Los Angeles or San Francisco. The author recommends flying in
Bangkok, Thailand (2011), Guangzhou, China (2010), Shanghai (2014). United Business, which features new flat-beds, entertainment on demand and
Several W properties under the Retreats and Resorts banner are also in premium beverages on all Australian flights. Visit www.unitedairlines.com.au
SPA
Villa Thalgo at The
Sebel Resort and Spa
Hawkesbury Valley
VALLEY
Nestled not far from the Great Dividing
Range is one of Mirvac’s most beautiful
rural properties and a stunning
example of how a Day Spa facility can
create business.
WORDS adam Daff in windsor
I
n 2010 the NSW town of Windsor will bury was also surrounded by some of the
Picturesque: The Sebel Resort and Spa
celebrate the bicentennial of its nam- Hawkesbury Valley other fastest growing local government areas.
ing by Governor Lachlan Macquarie, an What was once covered in orange or-
event that will not be lost on the staff at one chards and small farms is now home to
of Mirvac’s most relaxed rural properties. several software and hardware IT compa-
The Sebel Resort and Spa Hawkesbury nies, pharmaceutical firms, government
Valley is a stunning example of what awaits industries and food retailers such as Coles
Sydney city folk who would venture west and Woolworths have also moved corpo-
towards the Great Dividing Range. rate offices to the area.
The Sebel Hawkesbury Valley is at the The Hawkesbury has retained a relax-
gateway to the Hawkesbury Valley, 45 ing rural feel, however, and The Sebel is a
minutes west of Sydney, and was origi- reflection of that, most particularly through
nally named after the events that led to its day spa – Villa Thalgo.
the Rum Rebellion, Australia’s attempt to Villa Thalgo is one of the biggest day
give the ruling government a dose of what spa facilities in Australia, almost a ho-
the Americans handed the British at the tel within a hotel – offering extraordinary
Battle of Lexington. service in large waiting rooms surrounded
“This property was called Rum Corps by gardens full of flowers of every colour
Barracks, when it was privately owned, and and range of treatments.
then changed to Radisson Rum Corps Re- Villa Thalgo and its Manager, Danielle
sorts. It changed ownership in 2000 when Palmer, were awarded Day Spa of the Year
it was branded a Sebel,” said Kun Rahad- at the 2009 HM Awards, for excellence in
ian Marketing Manager for the The Sebel hotels and accommodation last August. Of
Resort and Spa Hawkesbury Valley and The the 40 awards given on the night, the Spa
Sebel Kirketon Park Hunter Valley. category was one of the most popular.
To say the Windsor area has grown in “The HM Awards were extremely im-
the past decade, would be a sincere under- portant as it adds not only a testimonial of
statement and this Mirvac property is in a strong position to capitalise. our achievements in the year (both financial and repeat business) but
Local government figures show that in the decade between censuses - it validates it by our industry peers with receiving this award from a
1991 and 2001 - the estimated resident population of the Hawkesbury grew highly respected industry magazine,” said Palmer.
by over 20%. This growth was among the highest in NSW, but the Hawkes- “The HM Awards was the first accolade the spa has received since
create a luxury
experience in
the hotel bathroom THE NEW GENERATION IN GUEST AMENITIES
PO Box 553, Newport Beach NSW 2106
Tel: 02 9979 1500 Fax: 02 9979 2555
info@swisstrade.com.au
www.swisstrade.com.au
daySPaS
it has opened and we are very honoured. energizing process for their staff and another
“But in 2009 we had several other firsts; idea for a team building activity around the
including exceeding our budget by 29% and resort for their staff. Many stay on and utilise
implementing an online printable voucher the facilities or buy gifts for their loved ones.”
system. Our online sales in 2009 amounted to Other facilities at the resort include a golf
15% of total sales, compared to 6% in 2008.” course, nine and 18 holes, two tennis courts,
Rahadian added the industry recognition a volleyball court, an indoor heated pool and
for Villa Thalgo was another example of how vi- for the adventuring type – access to a hot air
tal day spas can be to the marketing of a hotel. balloon ride.
“The day spa is an integral part of the hotel For weddings this property has private
as it gives an exclusivity and value-add factor group relaxation rooms as well as make-up
to the property. Whether they are booking a rooms and pre-and post wedding spa treat-
conference, leisure getaway or organising a ment packages for brides.
wedding, the spa will add an additional influ- The spa was purpose built in 1998 with
ence to the buying decision process,” he said. consultants from Thalgo Paris assisting with
“It is an important factor for a resort ho- design and Palmer was thankful for this part-
tel’s appeal to have a world class day spa on nership with a well-established, treatment-
site. This is not a surprise to us, however, as based professional skin care company.
seasoned travelers and spa enthusiasts expect “A brand like Thalgo gives us an instant
a resort hotel to have spa facility onsite.” identity of quality and association with a well
With its destination focus, events, particu- known proven product which has been in
larly weddings, are as important to this hotel as Australia for a good number of years,”she said.
any other – and the spa remains essential part of At Villa Thalgo Palmer said there was an
the hotel’s offering for events and conferencing. emphasis on “seamless service, a warm per-
“The hotel has eight formal and five in- sonal touch, high repeat customer service, ex-
formal meeting rooms and can accommo- tensive facilities and tailor-made treatments”.
date up to four weddings at a given time in And her secret?
one night. Moreover, we’re proud that 90 “Great staff are always difficult to find.
per cent of the meeting rooms have natural However, with the correct training and moti-
light,” Rahadian said. vation we will have minimal turnover. We are
“A lot of the larger organisations use the fortunate that our team is highly motivated
day spa as part of the team incentive, as a re- and passionate in what they do.”
Villa Thalgo at The Sebel Resort and Spa Hawkesbury Valley (and above)
STAR Ratings really do drive customers to your door and can help your business keep that ‘No Vacancy’ sign well lit up!
For more information about STAR Rating Membership contact AAA Tourism (03) 8601 2274 or visit aaatourism.com.au
hoteltechnology
FLATOUT
FLAT PANEL TELEVISION IS BOOMING IN
THE COMMERCIAL CATEGORY AS IT IS IN THE
RETAIL CATEGORY AND IT IS NOT SURPRISING
TO FIND THE TOP BRANDS ARE WINNING
A LARGE PROPORTION OF THE BUSINESS. InterContinental Melbourne The Rialto with Philips TVs
S
amsung Electronics Australia has experienced strong sales The hero products in the Samsung hotel television range are the
this year following the decision to create a dedicated busi- B550K1H series which are available in 32-inch, 40-inch and 46-
ness to business team and strategy in line with the global inch sizes and features full high definition panels and fire resistant
business structure. casing. The 52-inch model which has not been introduced to the
“Whereas previously we had limited resources for this market, Australian market is anticipated for release in the second quarter of
Samsung Electronics Australia now has a close knit team with a 2010 in a larger format.
number of BDMs with marked territories and a dedicated product Other products in the range include the entry-point 450 series
manager with a sales and marketing focus,”said Samsung Electronics which has four HD ready models – 22-inch, 26-inch, 32-inch and 37-
Australia Pro AV manager, Claudio Cardile. “This team now services inch, while the 457 series features a 40-inch model with an OLED
the B2B specialist resellers who are involved with hotels, commercial clock built into the face of the unit. All Samsung televisions feature
audio video installations and digital signage. This had a big impact pre-programmed video on demand systems, pre-set volume control,
on our ability to service this market and we now have the manpower lock out function and external bathroom speaker outlets.
to train specialist resellers and service hoteliers far more effectively.” According to Cardile, Samsung is also planning a strong year in
According to Cardile, the two key areas for Samsung are hospitality digital signage in 2010.
TVs and commercial display incorporating digital signage. “Digital signage has become more active in terms of execution and
“The focus for Samsung has been to offer choice in terms of models deployment. It has always been lingering up until now, but this year it
and solutions. Over the last 12 months we have experienced exponen- has been massive and next year it will be even more so.
tial growth and a significant uptake in sales volume and market share.” “For hotels, the trend towards digital signage is for information
“In terms of trends this year, we have seen a migration from 26- boards in reception and foyer areas. Samsung is one of the few brands
inch LCD hotel televisions to 32-inches without a doubt. There are that can cover installation of televisions in hotel rooms right through
three key reasons for this – firstly luxury facilities are crucial for hotel to digital signage with complete solutions straight out of the box.”
room star ratings, secondly there has been a shift in the price point Samsung has two software platforms for digital signage solutions –
where 32-inch panels are now within the confines of a lot of budgets Magic Info Pro and Magic Info I.
and capital expenditure even though upgrades are planned well in ad- “The difference with Samsung digital signage solutions is hotels
vance. The third reason is the expectation of luxuries from hotel guests can purchase the panel with an embedded PC whereby the player and
– there is an underlying assumption that the hotel room will offer at the server software come inclusive within the package, whereas with
least what people are experiencing in their home,” he said. some other brands the software is an additional fee.”
Samsung has recently installed 284 new 32-inch hotel LCD TVs Samsung also offers a digital signage solution across every sin-
into Crowne Plaza Terrigal, 380 new 32-inch hotel LCD TVs into the gle series of large format display commercial panels and even touch
Grace Hotel and 240 new 32-inch hotel LCD TVs into the Brisbane screen solutions. Samsung offers in its commercial range the entry
Hilton. Samsung is also currently undertaking a fit out of 524 new 40- level MX series high brightness and slim bezel DX, UX and UT se-
inch televisions in an Australian 5 star hotel. ries as well as the TSN touch screen models. The DR series (direct
SCREEN
LEADERS
Samsung B550K1H
Hotel TV Series
• 1920 x 1080 full high definition
IHG’s Crowne Plaza Terrigal hotel features Samsung TVs
• Crystal design
• Fire resistant casing
acknowledges the importance of service to 52PFL5640H Full HD 1080p digital TV is
obtain a satisfied customer. offering the same viewing experience to
“We are fortunate to have some very good business and leisure travelers with access
integration partners. The end user customer to HDTV out of the home,” Anderson said.
wants a total solution and they do not want The full high definition 52PFL5640H fea-
different vendors doing different bits of the tures 1920 x 1080p resolution and Philips’
project as no one takes total responsibility proprietary Pixel Plus technology for better
such as cabling, brackets and the integra- detail, enhanced depth and clarity as well as
Philips 52PFL5604H tion with the backend, particularly with 28.9 billion colours for natural images and
– 52-inch LCD television servers in relation to digital signage and a 50000:1 dynamic contrast ratio. The televi-
• Pixel Plus Full High Definition
content management. sion offers a range of connectivity options
1920 x 1080 resolution
• PC-input allows guests to use The latest product added to the Sharp including USB for multimedia playback,
the television as a PC monitor Corporation of Australia portfolio of three HDMI inputs and a PC input so guests
• USB input for multimedia playback products is the new Aquos LCD TV fea- can use the screen as a PC monitor.
turing LED backlight. The LC-40LE700X Sony Australia offers in-room televi-
features a piano black design and the com- sions as well as digital signage solutions for
pany’s most advanced technology to date. hoteliers across a range of sizes including
The 40-inch model boasts a selection of 32-inch, 40-inch, 42-inch, 47-inch, 52-inch
connections including three HDMI ports, and 65-inch LCD TVs.
two AV-in ports, two Component ports, Sony is currently in the middle of a project
S-Video in as well as an AV, Optical Audio with an unnamed hotel to upgrade their tel-
and headphone out terminals. The X-Gen evisions and install foyer signage and panels
panel with advanced pixel control features within banquet rooms. Like other industry
Sharp LC-40LE700X a contrast ratio of 2,000,000:1 and four mil- experts, Sony believes that 32-inch pan-
– 40-inch LED LCD television lisecond response time. els have now become the sweet-spot for a
• Sharp’s first LCD TV with number of hospitality installations.
The new Aquos also delivers an energy
LED backlighting system
efficient, eco-friendly performance with an “The 32-inch is popular but this is not
• Low power consumption
with 139 watts impressive reduction in energy consumption necessarily demand from the end user. A lot
• Piano black design compared with conventional LCD TVs. The of manufacturers are no longer producing
LED technology delivers greater energy sav- smaller screens as they are not as economical
ings with a low power consumption of 139W, the way prices are falling. I would love to see
producing less heat generation and is able to more rooms with 40-inch screens in them,”
boast a backlight life of 100,000 hours and a said Sony Australia product manager – public
six-star energy rating. display, Les Boros.
Philips Australia has released a new 52- “The commercial market is a lot more
inch LCD TV for the hotel category to com- price sensitive than the consumer market.
Sony GXDL65H1 65-inch
plement its existing products in the category. When you are a business owner and pur-
LCD ruggedized panel
• IP54 rating – dust and According to Philips Hospitality Sales Man- chasing for your business, you are not al-
splash proof with completely ager for Australia and New Zealand, Travis ways looking at the best you can get for a
sealed terminal Anderson, this product provides guests with strict budget. Sony has never been the best
• Economical power consumption many of the features they would expect from priced, but that’s because we have a good
& 3 year warranty a hotel television. quality product.”
• Internal cooling system “As high definition entertainment takes In the digital signage market, Sony offers
eliminating the need for off in homes around the world, many three distinct offerings including an all-in-one
ventilation holes travelers now expect the same high quality solution which is built into the panel and does
when they stay in a hotel, as such Philips’ not require any software for under $5,000.
Speaker
Out
For further information call us today 1300 LG SALES (1300 54 72537) Select option 4 Website: www.LGE.com.au
Tax INvOIce
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www.intermedia.com.au
hoteltechnology
THE ESSENSE OF
Technology
Essense Hospitality Solutions has launched ONEvision
– representing the cutting edge of the next generation
IPTV category.
“Our unique technology offerings mean more features
The future of in-room entertainment – today
for your guests and more profit for you the hotelier,” Our vision is to provide your guests with cutting edge,
said Essense Hospitality Solutions Manager, Lee Berry. feature rich digital content.
“We offer a true multimedia experience – TV channels,
Our vision is for you to maximise your revenue; by
high definition blockbuster movies, an exclusive music
delivering advertising and information directly to the
library and radio stations.” ONEvision allows guests
in-room television, allowing your guests to quickly and
links to Twitter, Facebook, MySpace and LinkedIn.
easily book a service or purchase a product from the
“The guest can ‘tweet’ about the movie or TV show
comfort of their room.
they are watching or enter an update at the touch of
a button, whilst watching the TV,” Berry said. “This Our vision is your vision - ONEvision IPTV solutions from
service promotes the hotels and its services as well as essense – the future of in-room entertainment today.
providing the Generation Y guest with the ability to
stay connected to their online world. The interface is
completely customisable in its look and feel and can be
tailored according to a hotel’s exact requirements.
“Guests can access items that have traditionally been
printed such as the Hotel A-Z, Room Service menus
and Spa Treatment Lists; they can view their room bill
and automatically check out – you can even have an
electronic or audio copy of the bible.
“One of the biggest advantages of ONEvision is that all
of these menus, lists and items can be made interactive.
A guest selecting an item from the room service menu
can see a picture (or video) of the item or selecting a
spa treatment a short video showcasing the treatment
and its benefits. “ONEvision holds the customer
information within the Multimedia appliance, and is not
reliant upon the PMS which makes the personalisation
of the guest experience easy to implement.
“With the addition of a webcam and microphone the
TV can be used as a communication device for Skype
/ other VOIP or even to talk to reception (guests
should ensure they are not just out of the shower.”
CAPERS
Bed to Sofitel’s MyBed and Sealy’s
numerous high-end hotel placements, HM
delves into the world of toppers and
thread counts for the discerning guest.
WORDS JONATHAN PORTER
T
hey are the most important part of the hotel room and often the a good night’s sleep and so the bed is probably the most important
most overlooked. They are where drink is taken (who sits on feature in the room.
chairs in hotel rooms?), deals are consecrated and relationships “We have a lot of honeymooners and people stay for all sorts of rea-
consummated. Oh yes, and where weary travellers and business folk sons, the feedback regarding the comfort of the bed, linen and pillow
recharge before girding their loins and heading out into the fray for a menu is always positive.”
hard day’s sightseeing, or fact finding, once more. So what do hotel Emporium provides its guests with Sealy Posturepedic Dynasty
managers look for in a bed? Beds, he said.
For a G-rated interview, Sealy’s National Commercial Accounts “The bed itself has a very tight spring coil system which provides
Manager Antony Raiteri is remarkably PG13. guests with a comfortable yet sturdy platform which is, most impor-
“The fact is that beds in hotels need high levels of durability and tantly, very good for the back,” he said.
that durability factor is based on the antics that guests get up to in “The bed is further enhanced by a woollen underlay which is placed
hotels,’’ Raiteri told HM. on top of the bed and under the linen.
“The fact is that people do things on beds in hotel rooms they “The luxurious linen and duvet cover are 100% cotton with a very
would not do in their own homes.’’ tight knit of a 250 thread count.
Murray Rowbotham, Business Development Manager for Bris- “To further personalise the sleeping experience Emporium offers
bane’s 2.5-year-old Emporium Hotel, which only uses Sealy mattress- its guests a beautiful range of pillows from the Exquisite Sleeps Menu
es, said that the bed was the main feature of the room. located on the bed.
“They may not turn on the TV, they may not crack the mini bar, but “When a pillow is requested, housekeeping delivers the pillow to
everyone at some stage is going to go to bed,’’ Rowbotham said. the guest’s room with red ribbon in a bow and a message to wish them
“Our whole idea is to create an atmosphere where they feel relaxed a good night’s rest.
when they are in the room. At the end of the day they are purchasing “The bedding has proved so popular that not long after opening we
found it necessary to place a Luxurious Bedding Menu on to the Empori- MyBed has been incorporated as a Sofitel signature feature across
um Hotel’s website for guests to order direct with hotel,”Rowbotham said. the brand’s range of worldwide hotels, including the Pacific region
Raiteri said Sealy was used by InterContinental Hotels, Marriott, Sofitel properties in Melbourne, Sydney, Brisbane, the Gold Coast, Fiji
Hyatt, Stella Group, Mirvac, Crown Towers in Melbourne, Starwood and Queenstown.
and Four Points by Sheraton amongst others. Sofitel’s Rebecca Freestun said surveys had shown that hotel guests,
“We have the majority of the 4- and 5-star brands nationally and regardless of the brand they choose, were still relatively unsatisfied
when guests check out of these hotels they are telling staff they had a when it came to the bed they slept in at their hotel away from home.
great night’s sleep and hotels take a lot of notice of that kind of feed- “This is why Sofitel has decided to refocus on the essence
back,” Raiteri said. of its business – sleep – while also enabling it to honour Sofi-
“Good news travels fast in the industry and when someone who tel’s commitment to bringing its unique ‘art de vivre à la Française’
has a proven track record does something properly that is a success it (French art of living) to its hotels around the world,” she said.
permeates through the rest of the industry,” he said. MyBed marks a break with ubiquitous style trends right from the first
If you can’t give a guest a good night’s sleep it’s too easy for them to glance - no more low, thin futon-like mattresses.
walk down the road and go somewhere else, Raiteri said. “This is a grand return to a bed that would make our grandmoth-
“So you have only got one chance to make a first impression and ers proud: raised high, immaculate and plumped up with welcoming
the bed is that chance to make that impression,” he said. feathers,” she said.
“If they don’t get that then they will lose the chance to get return “Creating MyBed meant identifying the latest technology, review-
business from that client whether it’s the business traveller or the
tourist traveller.’’
Raiteri said the quality of a room’s bed was a very good barometer Emporium Hotel Brisbane
of the success of the guest’s stay. features Sealy beds
“If they don’t get that right it will show on the bottom line in hotel
chains,” he said.“They are in the business of selling sleep. If they fail at
that they are in trouble.”
Raiteri said Sealy designed their beds to be used as chairs.
“We know that people won’t sit on the chair in the room,” he said.
“They sit on the bed to answer the phone. They sit on the bed to put
their shoes on. We build that into the integrity of the product to make
sure the edge support of the product is very high quality.”
So how often do beds need to be replaced?
“A replacement cycle in a hotel can vary depending on the occu-
pancy rate,” Raiteri said. “It also depends on how well they are main-
tained. We use five to seven years as a benchmark but I have seen some
commercial beds go in excess of seven years.
“Sealy uses a no turn, no flip technology, but it still needs to be
rotated from end to end from time to time so it allows the bed to wear
evenly… it is very similar to rotating the tyres on your car.”
He said legs and casters need tightening from time to time.
“They don’t come loose very often but in certain circumstances they “We have the majority of the 4- and 5-star
can wear free so they need to be tightened,” he said. brands nationally and when guests check
Raiteri said Sealy was also Australian made, with the springs from out of these hotels they are telling staff they
honest carbon BlueScope Steel shaped in the company’s Brisbane plant. had a great night’s sleep and hotels take a
“Others are claiming to be Australian made but the actual compo- lot of notice of that kind of feedback,”
nents come from overseas,” he said. Antony Raiteri, National Commercial Accounts Manager, Sealy
“We export from Australia to the South Pacific and we have sent
product into Asia as well. ing surveys and studies by top specialists and testing scores of materi-
“We have been in Australia making Sealy under licence since the als. More than simply a new bed, MyBed ushers in a whole new con-
1960s and we have been making beds for over 60 years,” he said. cept in rest, with a guarantee of plush softness that has never before
Sealy, which employs over 500 people nationally, also has the na- been experienced,” Freestun said.
tion’s largest test facility. To design MyBed, Sofitel “retro-engineered” each detail in a tradi-
“Every product must pass minimum performance criteria before we tional bed. The first decision was to get rid of both the bedspread and
allow it to wear the Sealy brand,” Raiteri said. blankets, replacing them with a down-filled comforter which is infinitely
And he said all of the hotels Sealy supplies to run bed purchase programs. more hygienic, as it has been specially treated to resist dust and stains.
“So guests can buy the bed they slept on the night before, which is “Sofitel also wanted MyBed to have a generous size, both very long
a great vote of confidence,” he said. and very wide – with the idea that people are in fact bigger than in the past
Accommodation giant Accor, meanwhile, says it is not just about – and also very high, making it easier to get in and out of bed,”she said.
the perfect mattress, but the little extras which are essential for a su- “Sofitel set out to choose the best possible mattress and box spring.
perior night’s sleep. Created exclusively for Sofitel, both are extra-thick, because that is one
One of the key components was the mattress topper, said Accor‘s of the secrets of quality sleep. Between the mattress and the comforter,
Peter Hook. Sofitel also addressed an all-important component, a down feather-
“It’s an extra layer of luxury,” Hook said. bed, taking softness to another dimension. And, for the ultimate in
Sofitel’s signature MyBed has a goose down mattress topper that comfort, Sofitel decided that MyBed would have four over-sized pil-
you gradually settle into. It seems to take about five minutes to float lows,” Freestun said.
down and make contact with the mattress, by which time, naturally, But Hook said a 5-star sleep experience doesn’t necessarily have to
you are sound asleep. be in a 5-star hotel.
“All of Accor’s brands offer quality bedding, but there are extras “Westin jump-started the hotel-retail phenomenon in 2000 follow-
added for the upscale hotel brands which enhance the bedding and ing tremendous guest feedback to the launch of the now-iconic Heav-
comfort,” Hook said. enly Bed,” Kelly said.
“The Sofitel MyBed is the ultimate in hotel bedding luxury, but “More than 35 guests called within the first week, asking how they
business travellers are assured of a good night’s sleep at Pullman ho- could bring the fluffy, all-white bed home; the Heavenly Bed has been
tels with the brand’s specially designed bedding,” he said. Westin’s hottest seller ever since. Westin has sold more than 30,000
Likewise, Novotel and Mercure guests staying for leisure or busi- Heavenly Beds online and through its partnership with Nordstrom; in
ness were provided with the same restful sleep they enjoy in their own fact, beds account for 95% of online sales,” she said.
home, he said. Jackie Porter, Resident Manager at the Surfers Paradise Marriott Ho-
“Even the economy style brands, All Seasons and Ibis, which have tel said beds were crucial for guest comfort and the perfect night’s sleep.
a philosophy of providing affordable comfort and service, ensure bed- “After Marriott rolled out our new ‘Revive’ bedding package globally
ding requirements are met with the highest of standards,” he said. in 2005 the Guest Satisfaction Surveys increased dramatically in rela-
Hook said Accor uses Dunlop’s Sleepmaker range because they tion to the beds and guests sleeping experience,’’ Porter said.
have a selection that covers all brand standards and requirements. The Surfers Paradise Marriott and the Brisbane Marriott use Dun-
“They also adhere to Australian Standards including being 100% lop and Sealy beds.
cotton and fire retardant treated,” he said. Marriott spokeswoman Laura Spiers said the group continued to re-
“Research shows that above and beyond room service and flurry bath- ceive phenomenal feedback on the ‘Revive’ bedding worldwide, so much
robes, the thing that matters most to hotel guests is a good night’s sleep. so that they set up www.Shopmarriott.com to sell the bedding items.
“Guests that stay at Accor hotels can be travelling for work or pleas- “In Australia the bedding can be purchased in most hotels (how-
ure so it is important that the sleep they get is the best possible,”he said. ever, there may be a waiting period at some hotels),” she said.
Westin have also developed their own bed and were the first to do so, One-on-one training is important to ensure the beds are perfect
with the Westin Heavenly Bed, said Starwood spokesperson Laura Kelly. for the guests.
“The importance of beds to hotel guests are found in the Westin “The beds look so inviting that the staff/associates want to jump
Heavenly bed survey,” she said. “There is now a huge range in the back into the bed as they look so comfortable,” said Kathleen Counsel,
Westin Heavenly bed products from linen, pillows, through to dog Executive Housekeeper at the Brisbane Marriott Hotel.
beds. You can purchase a Westin Heavenly Bed at any Westin Hotel.” “The bed is the focus point when a guest walks in so we want to
The new Westin online store features an Interactive Retail Concierge ensure they are perfect. That is why our training places so much impor-
to assist with purchases, tips on making the Heavenly Bed, product tance on this,” said Counsel.
suggestions based on recent purchases, and easy one-click shopping. “We also have a program called Make Ready Team – this is when our
Visitors can purchase the iconic 10-layer Heavenly—including box teams go into our rooms and strip back a minimum of four times a year
spring, 13-inch pillow-top mattress, sheets, blankets, and variety of completely steam cleaning every detail of the bed including mattress, base
pillows—all in one click. and bed-head, carpets and furnishings to ensure complete cleanliness,
In addition to the new products joining the Heavenly family, shop- hygiene and to ensure that they are as allergy free as possible,”she said.
pers can also find the brand’s beloved classic Heavenly products in- The doonas and special Marriott toppers are dry cleaned and pro-
cluding signature White Tea candles and oil diffusers, the Heavenly tected, and staff perform random audits to ensure bedding and rooms
Rollaway Bed, and Brazilian combed cotton towels and bath sheets. adhere to the hotel’s rigorous standards.
When you buy bedding, give your customers the quality and feel they prefer
Sealy Posturepedic is your investment in return business and happy guests.
For more information on the Sealy Posturepedic range of low maintenance commercial bedding call us today.
Our Commercial Division can help you find the perfect solution for your property.
F
ollowing the anti-Government protests in April, Bangkok
continues to be a tough market for the hotel industry, with
international tourism confidence well down from where it was
twelve months earlier.
Compounding the problem for the Thai capital has been the global
financial crisis, along with the imminent opening of more 5-star hotels
in the country’s largest city. However, things are starting to look up and
new properties, such as the VIE Hotel, which opened in January 2009,
are in a position to pick up a substantial amount of business thanks to
location and high quality of accommodation on offer.
VIE Hotel Bangkok General Manager Remko Kroesen, a man well
VIE Hotel Bangkok
known to the Australian accommodation industry thanks to his 15
(and above)
years in the country, said while the market remains challenging, there
are positive signs for the twelve months ahead.
business that otherwise would have been non-existent, had the hotel
“Bangkok is currently an extremely tough market with corporate remained a stand-alone property.
and conference business still significantly down compared to previous “Behind the hotel name is Accor’s strong sales, marketing, distribu-
years,” he told HM. tion and operational structure,” he said. “There is a genuine desire by
“Global economic recovery is going to be crucial to Bangkok and travellers to have a more intimate experience of the destination and
Thailand’s tourism recovery, though the city has made serious gains in MGallery allows the hotel to come to the fore.
the past six months with leisure travel from shorter-haul destinations “The MGallery label also gives us such flexibility to manoeuvre
such as Singapore, Hong Kong, Australia and to a certain extent China. quickly and offer tailor made services and products to our markets,
“After the instability of earlier this year, TAT (Tourism Authority of which more standardised brands can’t do,” Kroesen said.
Thailand) has been successful with its promotional campaigns and, The 254-room VIE Hotel Bangkok opened at the beginning of 2009
of course, Thailand has never been more affordable for markets such as the first designer boutique in the MGallery network and it remains
as Europe and Australia, whose currencies have grown dramatically one of the finest in the collection.
against the Thai baht. With a central location just off Sukhumvit Road, the VIE Hotel is
“All in all, despite the challenges, Bangkok remains in a strong posi- winning over both business and leisure travellers. The property is within
tion to win tourism trade,” he said. close proximity to Bangkok’s major shopping district, while also being
Kroesen said the hotel itself was now performing well, following the just one BTS station away from the new Suvarnabhumi Airport train link.
issues that compounded the hotel in the first four months of the year. Kroesen said they are just a few of the reasons why the VIE Hotel is
“Opening any hotel at a time when external factors are as serious winning over the Australian market in particular.
as the global economic crisis will always prove a challenge, but having “Over 2009, Australia has become one of our principal markets,
said that, our performance has been improving throughout 2009, as with the high Australian dollar allowing travellers to secure 5-star
both the hotel and its location become better known. service and facilities at rates almost 30% lower (in terms of Australian
“Today, we are out-performing many more established hotels in dollars) than when the hotel opened at the start of 2009,” he said.
Bangkok, though competition in the city is intense and it will become “From our customer feedback, VIE appears to suit the Australian
even more competitive with a never ending line of new, quality hotels market very well due to its proximity to all major points of interest and
set to open. the product itself,” Kroesen said.
“Still,VIE has certainly established itself pretty quickly and will remain Thai Airways flies to Bangkok from Auckland, Brisbane, Melbourne,
a serious competitor to other branded properties in the city,”he said. Perth and Sydney. Direct services to Brisbane commenced in October, the
VIE Hotel Bangkok is a member of Accor’s fast-growing MGallery same time as the airline re-introduced Royal First Class on the Sydney route.
brand and Kroesen said that association is helping the hotel pick-up For bookings and more information, visit www.thaiairways.com.au
UNITED
in high demand
WHILE 2009 HAS BEEN A CHALLENGING YEAR FOR AIRLINES
FLYING TRANS-PACIFIC, THE HEAD OF UNITED’S AUSTRALIAN
OPERATIONS IS CONFIDENT OF A STRONG 2010.
its on-board product, with the airline’s new, 180-degree flat beds now
available on all flights to Los Angeles and San Francisco from Sydney.
Espley said the feedback from customers had been strong and that
has no doubt led to increased demand – which at the end of the day
results in increased load factors.
“We have been consistently operating our upgraded onboard prod-
uct for nearly a year and our customers love it,” she said.“The business
class offering includes 180 degree lie flat beds, over 150 hours of audio
and a 15 inch TV monitor which guests can start watching from the
moment they reach their seat.
With V Australia launching with flat-beds and Qantas offering
F
rom two airlines to four and airfares cut in half – 2009 sure fully-flat Skybeds on its A380s, an upgrade in product is something
has been an interesting year for carriers flying the 14-hour hop United had to do, but the airline has done it well. The service, food and
across the Pacific Ocean between Australia and the West Coast entertainment is comparable to what the rival airlines offer and direct
of the United States. connections upon arrival to over 50 cities from Los Angeles and San
At the beginning of 2009, only Qantas and United were flying be- Francisco means the airline offers a seamless flying experience.
tween Sydney and Los Angeles and airfares were hovering around Espley said the airline would be looking to grow all market seg-
the AUD$2000 mark. By mid-year, airfares had dropped to around ments across every cabin in 2010, particularly the MICE market, which
AUD$900 including taxes and two new entrants, Delta and V Australia, looks at both business and economy classes for incentive travelers and
had commenced services. conference delegates.
While it’s been a year of great deals, high loads and lower yields,
stability and demand is returning to a route that desperately needs it. “Whilst corporate travel is still
United Airlines General Manager, Australia and New Zealand, Ali- down, demand has picked up in
son Espley, said the airline is finding demand on both sides of the Pa- the last few months (and) loads
cific, in a sign that the inbound American market could bounce back have shown significant increases
for 2010. year-over-year.”
“Demand has been strong from inbound and outbound points of
ALISON ESPLEY, General Manager
sale,” she told HM. “It’s been a year of high load factors driven by ex- Australia and New Zealand, United Airlines
tremely competitive fares which have reduced average yields.
“Whilst corporate travel is still down, demand has picked up in the
last few months (and) loads have shown significant increases year over “The MICE market is indeed an area of the business which we are
year,” she said. looking to grow at United,”she said.“We are actively outreached to this
Espley is confident that the next twelve months will remain strong market and will be participating in AIME in March 2010 together with
for United, particularly thanks to the airline’s competitive prices on our colleagues from the Las Vegas Tourism.
offer in the market. “Group and MICE business has tended to come in later than in
“Forward bookings suggest that demand will continue to be strong,” previous years, no doubt as a result of the economic uncertainty. Inter-
she said.“We have compelling fare offers already in the market for 2010 est remains high and as confidence returns the U.S. will definitely be a
and together with the strong Australian dollar there has never been a great option for this market sector.
better time to travel to the U.S. “With highly competitive economy and business class fares, cou-
“We also believe that corporate travel will continue to improve pled with the availability of great hotel deals, not to mention the varie-
throughout 2010,” Espley said. ty of destinations on offer, now is undoubtedly a great time to consider
The best value cabin on the Sydney-Los Angeles and San Francisco the U.S. for the MICE market,” she said.
routes during 2009 was business class, with prices less than half of United flies daily to Los Angeles and San Francisco from Sydney
those on sale in 2008. For United, the year has meant a fall in business and daily to Los Angeles from Melbourne via Sydney.
class airfares, but not a downgrade in quality. United has upgraded Visit www.unitedairlines.com.au
FRASER SUITES 1
SYDNEY
HM STEPS INSIDE FRASER SUITES SYDNEY,
WINNER OF SERVICED APARTMENT PROPERTY
OF THE YEAR AT THE 2009 HM AWARDS.
PHOTOGRAPHY ANDREW JARVIE
11 10 *NOT IN PICTURE
12
16 1
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inbrief
ADELAIDE Chris Ehmann, General FOODSERVICE SYDNEY
Manager of Hilton Adelaide, has
announced that Cheong Liew, The
Grange restaurant’s celebrated chef has
informed Hilton of his intention to retire
Novotel’s organic push
from full-time restaurant operations to The organic food sector is
focus on other opportunities. As a result, Nici Andronicus of Organicus, Kylie Kwong, and Lorraine
now the fastest growing area Mercuri, GM of Novotel Darling Harbour
The Grange restaurant will be closing
at the end of December 2009. Ehmann in food trade, with sustained
said the decision to close the restaurant, rates of growth between 10%
because of Cheong’s retirement, after 14 and 30% around the world.
years was a difficult one: “The Grange The organic industry is
with Cheong at the helm has been one emerging from a niche into
of Adelaide’s most awarded and popular
a valuable multi-billion dol-
restaurants. Cheong is one of Australia’s
best chefs and we are sad to be losing lar market and while many
his creativity and expertise,” he said. restaurants are now getting
The Grange will finish regular trading on board this trend, not many
on Saturday December 19 2009 and hoteliers have embraced the
Cheong will be hosting a special New organic ideal because of the
Year’s Eve event at the restaurant.
higher cost associated with or-
MELBOURNE Grand Hyatt Melbourne ganic food.
has unveiled its culinary offerings for the But one hotel brand, Novo-
upcoming festive season. Festive lunch tel, is increasingly using or-
menus will be available from December
ganic food, in keeping with its
7-24 in Collins Kitchen, where guests
can sample the innovative authentic
‘Designed for Natural Living’
cuisines that include dishes from the brand promise. Kylie Kwong, whose restaurant Billy Kwong
Sushi, Grill, Wood Oven and Patisserie Novotel hotels across Australia have is carbon-neutral and uses only organic foods,
kitchens while celebrating with friends, launched a new, healthier breakfast offering was a special ambassador for the launch and
family or colleagues. The sharing menus that includes an innovative selection of organ- commended Novotel on their efforts to pro-
are perfect for groups, with a set price, ic, gluten-free and low-GI menu items, with a mote organic foods.
and a choice of two menus, priced
focus on the best possible fresh, healthy pro- “Our aim is to leave as small and light an
at AUD$68 and AUD$88 per person.
Dishes include Sydney rock oysters with duce and organic menu items are increasingly environmental footprint as possible, to give
vodka and cranberry granita, air dried making their way onto menus for lunch and back to the community wherever we can and
Wagyu with rocked salad and shaved dinner as well. to think globally and act locally,”Kwong says.
truffle, rolled turkey breast stuffed with As a minimum standard all Novotel break- The Australian Standard for organic products
panetone and Italian sausage, honey fast buffets must now include organic options will help to ensure consumers of truth in label-
glazed ham, and a selection of decadent
such as organic banana bread, organic fruit com- ling for organic products and will identify only
desserts including traditional Christmas
pudding. Banquets and other events are potes, organic toasted muesli and organic jams. organic produce that meets strict guidelines.
also being held on Christmas Day and Karen Sainsbury, General Manager of Former pentathlete, Nici Andronicus, whose
New Year’s Eve across the hotel. Novotel Manly Pacific and Director of Novotel’s company produces the Organicus line of or-
F&B Committee says she believes the trend to- ganic products including mueslis, banana bread
SYDNEY Celebrated Sydney restaurateur
Tony Bilson has launched Cuisine NOW, wards organic produce is only going to increase. and jams which she supplies to Novotel, high-
a celebration of contemporary cuisine “Our guests are well aware of the environ- lighted the importance of using organic foods
by seven Australian and French master mental impact their traveling has and are seek- to ensure the future health of both the people
chef/restaurateurs, and of the theatre ing ways to reduce their environmental foot- eating it and the planet.
and finesse of gastronomy. Beginning print, but more importantly they are also seeking “Organic food is not only healthy for the
on January 11, 2010 for two weeks,
a return to a healthier, simpler lifestyle in terms people consuming it but more importantly is
this heady, marvelous Michelin star
entertainment offers unprecedented of their food choices,” she says. “Our guests are the best choice for the future health of our plan-
public access to culinary maestros. telling us they want the option of organic food et,”she says.
Cuisine NOW is running in the summer and so we are listening to their demands and fo- The Australian organic industry is worth
holiday period concurrently with the cusing more and more on organic food. over $600 million in retail and if we add the
Sydney Festival, adding a new dimension “With the Novotel’s shift towards a natural related flow on-industries such as the compost
to January’s entertainment calendar. It
living focus we now offer clean, fresh organic industry that is worth over $400 million it is easy
has three tiers involving leading city
hotels, the Radisson Plaza Hotel Sydney
foods that meet the expectations of today’s con- to see that this industry is worth over a billion
and the Shangri-La Hotel Sydney, and sumer, who is attuned to the health benefits dollars to the Australian economy.
the polished new events space, Doltone of pesticide-free food and is seeking to reduce Market information from the USA, Europe
House Darling Island Wharf in Pyrmont. their food miles. and Australia is showing an increase in sales
The Australian gastronomic performers “We are increasingly seeking local suppliers of fresh and staple organic produce. Global
are Tony Bilson (Bilson’s Restaurant) for our produce and focusing on smaller, organ- demand for organic foods is expected to grow
Cheong Liew (formerly of The Grange,
ic producers who can supply us with the best by 46% over the coming five years despite the
Hilton Adelaide), Philippe Mouchel (The
Brasserie, South Bank, Melbourne) and seasonal produce,”she says. world economic crisis, according to an outlook
Tetsuya Wakuda (Tetsuya’s Sydney). In recognition of Novotel’s commitment to from the United Nations Trade and Develop-
From Europe are Nicolas le Bec organic produce, the hotel brand was chosen ment Agency (UNCTAD).
(Restaurant Nicolas Le Bec, Lyon,) as the launch pad for the new Trust Organic World sales from certified organic products
Michel Roux, (The Waterside Inn, Bray, campaign recently and the launch of new Aus- are expected to reach US$67 billion in 2012, up
England) and Reine Sammut (Auberge
tralian Standards for the organic and biody- from US$46 billion in 2007 and about US$23
La Fenière, Lourmarin, France).
namic food industry. billion in 2002.
T
oday, Hostec connects with these industries globally providing Brisbane & Sydney Tower Restaurant) giving students a true insight
services to assist world-leading organisations with their execu- into the inner workings of the hospitality industry. Hostec students
tive recruitment and learning and development needs. take part in a dedicated Industry Engagement program, giving them
Hostec founders Ian Wilson and Raman Nambiar, have always invaluable real life work experience and the employer the opportunity
been strongly committed to the industry and the development of its to nurture future talent for their organisation.
people. It has always been their belief that by providing a 360 degree Hostec continues to maintain a strong profile in the vocational
people solution, they are in turn helping to build the profile of the training arena, offering a broad range of mandatory programs allow-
industry and its people. ing people to upskill and gain employment in our industries hotels,
The Hostec business model has grown to accommodate the needs pubs, clubs and restaurants. The company also offers tailored train-
of what is a fast paced and dynamic industry. The company, from ing programs for individual organisations looking for leadership and
its early roots of vocational training and recruitment solutions has development and cultural programs for the continued improvement
evolved to offer a unique higher education platform for students look- of their workforces.
ing to pursue a serious career in hospitality. The launch of Hostec’s The Hostec business model focuses on the connection between
International Academy two years ago has been an absolute success helping the industry identify, develop, and retain the best people in
and Hostec is now recognised as the fastest growing hospitality educa- the business. It is also committed to attracting and developing new
tor in the country. recruits and helping them to understand and experience the amazing
One of the Academy’s unique points of difference with the launch of scope of opportunity available to them with a career in the tourism and
their Sydney, Melbourne and Brisbane campuses has been to base the hospitality industry.
Academies in four and five star hotel brands (InterContinental Mel- Better People for your Business means Better People for our Industry.
bourne, Sydney Marriott Hotel, Crowne Plaza Coogee, Sebel Citigate Visit www.hostec.com.au
EDUCATION EXCELLENCE
LE CORDON BLEU AUSTRALIA OFFERS INTENSIVE INTERNATIONAL PROGRAMS FOR STUDENTS
TO GAIN THEIR BACHELOR AND MASTER DEGREES IN INTERNATIONAL HOTEL and RESTAURANT
MANAGEMENT AND VOCATIONAL COURSES IN THE CULINARY ARTS.
L
e Cordon Bleu Australia is part of the world-renowned school in Institute bring together all the critical elements of mastering the princi-
Paris which was founded in 1895. Today, Le Cordon Bleu has a ples, theory and techniques of classical French cuisine.
presence in some 20 countries with more than 30 international The Culinary programs offer the flexibility of four intakes a year Janu-
schools attended by 20,000 students annually. ary, April, July and October. The Le Cordon Bleu Classic Cycle teaches stu-
dents in approximately nine months as students advance through Basic,
Hospitality Management Intermediate and Superior levels in Cuisine or Pâtisserie. These are pro-
All awards offer the perfect mix of academic and practical training to en- gressively structured courses that provide Le Cordon Bleu students with
sure their graduates achieve success in their chosen career. Combining the skills they need to apply French culinary techniques to any cuisine.
all the essential elements of traditional business degrees, the Le Cordon Also incorporated within the Classic Cycle are the Australian Government
Bleu business degrees are cemented with specialised knowledge and skills qualifications. After completing the Classic Cycle a six-month work place-
required to reach the top professionally in the hospitality and tourism are- ment is completed to gain the Certificate III in Commercial Cookery.
nas. Graduates are armed with the specific tools, confidence and prepara- The Advanced Diploma of Hospitality builds on from the successful
tion to succeed in a variety of middle and upper management roles within completion of the Le Cordon Bleu Diplome program. Over one year
these challenging and growing industries. of academic studies this program offers the fundamentals of front line
The three year Bachelor degree also incorporates one year worth management, allowing students to enter into the industry and apply
of Professional Experience where students are given the opportunity their practical and theoretical knowledge as a Chef.
to go into the workforce and put their training into practice in the real Unprecedented industry demand for skilled practitioners in the
world. The two six month blocks of Professional Experience can be hospitality industry has now been satisfied with these key manage-
done around Australia, New Zealand or the rest of the world depend- ment qualifications.
ing on the students ambitions and positions available. So, if you have interest in being involved in the booming hospitality
industry and envisage your self as a General Manger of an Internation-
Culinary Arts al Hotel, or if you would like to become a world renowned chef, please
Le Cordon Bleu Sydney Culinary Arts Institute offers intensive training let us tell you how Le Cordon Bleu can make these goals a reality.
programs in both Cuisine and Pâtisserie for those aspiring to become a For more information on Le Cordon Bleu Australia, call
chef. The culinary arts programs conducted at the Sydney Culinary Arts +61 (0)8 8346 3700 and visit www.lecordonbleu.com.au
expand across
Australia
Two years after opening its doors in Sydney in 2007, Hostec is
has announced that its fast-growing Academy will launch two
new campuses in Brisbane and Melbourne.
Hostec Director Ian Wilson says: “Through our relationship
with Eureka and the Crowne Plaza Coogee Bay, we are open-
ing our first Melbourne campus in the Rialto restaurant at The
InterContinental. Similarly, through our relationship with Mir-
vac, we are celebrating the opening of our first Queensland
campus at the Sebel Citigate Brisbane.”
Hostec started in 2007 with 23 international commercial cook-
ery students from Nepal and Thailand. Today it has a total of 800
students from 35 countries enrolled across four campuses. Wilson
says, “The key to our success has been industry placement. All of
our students must spend at least nine months working in the in-
dustry during their course meaning that they graduate with real,
hands-on experience.
“Due to the nature of our campuses and our hands-on ap-
proach to learning, it is important that we align ourselves with
campuses that offer the right learning environment, as well as the
leading hotel brands that benchmark the industry,”Wilson says.
“We work side by side with our international hotel partners to
place students throughout their operations. Within 12 weeks of
course commencement, 30 per cent of our students are working
in within the industry and to date, all of our graduates have gained
paid employment.”
Due to overwhelming demand, Hostec has introduced an
Advanced Diploma add on to its enormously popular Certificate
III in Hospitality and Diploma of Hospitality.
“In our quest to be the industry’s partner of choice, we are
constantly looking at ways to enhance our courses, develop our
students and provide the industry with better people,” Wilson
says.“As an industry leader we have recently gained recognition
from several Australian Universities that will allow our students
to seamlessly continue to degree level.”
Ross Willis
For more information on the Hostec Academies,
visit www.hostec.com.au
Graham Wilson
Peppers has bolstered its leadership team in
Tropical North Queensland with two key staff
appointments. JENNIFER ISAAC has been
appointed General Manager of Peppers Beach
Club, Port Douglas and MICHAEL BROOKS has
replaces retiring
JB
been appointed General Manager of Peppers Balé,
Port Douglas, with both bringing outstanding Ray Stone at Accor
backgrounds in property management to their respective
positions. Brooks brings a proven track record in managing Graham Wilson
high-end hospitality product to his position, having been General
Manager of Palazzo Versace on the Gold Coast and also General
Manager of strata title cruise liner, The World. Down south,
BELINDA CROUDIS has been promoted from front office manager
to hotel manager at luxury Tasmanian hotel Peppers Seaport.
Croudis brings extensive local knowledge to the top job having
worked for some of Launceston’s leading hotels in addition to
holding senior positions with Rydges and the Mantra Group in New
Zealand. Still within the organization, Mantra Group, has announced
a number of key appointments in New South Wales, Victoria and
Tasmania. Experienced hospitality professional LISA KNOWLSON
has taken the position of General Manager at award winning Coffs
Harbour property BreakFree Aanuka Beach Resort. In other staff
movements, JEFFREY BRANCH has been appointed General
Manager of Mantra Erskine Beach Resort, Lorne, Victoria. Most
recently Branch was managing his own Vanuatu property and has
also worked with Mirvac as General Manager of Citigate Sebel The
Entrance, Sea Temple Palm Cove and Sebel Vanuatu.
The information contained in this document is of a general nature only, and does not take into account your individual situation, objectives and needs. You should
consider the appropriateness of the general information having regard to your own situation before making any investment decision. A Product Disclosure
INT0102
Statement is available at www.intrust.com.au or call us on 132 467 for a copy. The Trustee of Intrust Super is IS INDUSTRY FUND Pty Ltd | ABN: 45 010 814 623
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