Home' Hotel Management : HM APL 2016 Contents James Wells
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Sir Stamford at Circular Quay, Sydney
our guests. This increases our chances of both
return customers and attracting ne w guests.
What are some of the most
intriguing trends we are seeing in
the hotel industry at present?
O ver the past few years, we've noticed people
are tr avel ling interstate and intrastate more
than ever before. We're finding people are
exploring their own backyard rather than
forking out for expensive overseas holidays.
This spikes around major festivals and concerts
with large numbers of interstate travellers
willing to spend money on turning a trip
into a long-weekend stay where they can
experience the best of what's on offer in a city.
For example, in the South Australian market
we've recentl y had the Clipsal, Adelaide Fringe
and Adelaide Festival, which attracted a lot
of interstate visitors to our two hotels. These
guests attended their chosen events but also
wanted to explore the city further and extend
their stays. For us this means we need to
n what other
function spaces or Room service for example. I
think we'l l see the standard of hotel restaurants
and bars increase further and with many
signature restaurants returning to be based
in hotels and hotel restaur ants may become
again trendsetters. We feel that Stamford has a
unique and vibrant example with the roll out of
our Argentinean restaurant La Boca national ly.
And technology? Are we keeping
up with the pace locally?
Technology is continually changing and it
can be difficult for the hotel industry to keep
up-to-date with the latest offerings. Ten years
ago smartphones were yet to be mainstream
but today guests expect easy access to
WiFi and state-of-the-art connectivity and
entertainment in their rooms.
S tamford Hotels is investing in upgraded
technolog y throughout all of our hotels, this
ranges from in room tec hnolog y with Smar t
TV, lighting, high speed WiFi connectivit y,
RFID locks, upgrades to the Property
Management system (PMS), upgrades to booking and client management
rge in South Australia
President of Operatio
more with the forme
We anticipate 201
y ear for our hotels ac
good pace in most of
mindful of oppor tuni
and increase bed nigh
ourselves on our even
people to visit our ci
economy. We need t
on these events and
organisations that de
What makes you
unique in your op
some of the key t
doing to both ke
and attracting ne
Our hotels offer 5-st
events. Stamford Ho
ur accommodation and conf erence
food and beverage experiences. Ou
ened at Stamford Plaza Adelaide in
ess that we have rolled out restaura
r this year with more restaurants in
re guests retur n and encourage fri
h us as well, we strive for an excep
e see each of our guests as potenti
nt to create positive, lasting memo
ality industr y the finer details mat
e stay ing at a home away from hom
also talking to other hospitality an
n top of industry trends and meet
Room service is one of the key novelties of a hotel stay. Read
on to find out about trends in this increasingly creative space.
Ovolo Woolloomooloo is now o ering room service
delivery direct from Harr y's Café de Wheels to guest
rooms. Conveniently located next to the hotel, the food
will arrive hot -- complete with sauce and a branded
napkin - for guests who want to experience the famous
Sydney pies without having to take o their robe
and slippers. The menu is available
to be delivered from 11pm --
6am every night for
2 ROBOT RULES
At Aloft Hotels in Silicon Valley
and Cupertino, guests who order a
small delivery will meet A.L.O. Botlr
(short for 'robot butler'), who wears a
custom shrink wrapped, vinyl collared
uniform complete with his own nametag.
At the door, A.L.O. says 'hello', asks the
guests to take their goods, asks how they're
enjoying their stays, and says goodbye.
If you want to leave him a tip you can even enter a
rating on the robot's touchscreen or provide a tip in the
form of a tweet.
Four Seasons Hotel Sydney has just launched a room service app so that guests can
place food and beverage orders direct from their smart phones.
In addition to room service, the free app gives guests the flexibility to check in and
out, request items from housekeeping, and make a restaurant reservation at Pei Modern.
It also features recommendations from the concierge team of local attractions, hidden
Sydney gems, shopping and must-see shows and events.
The app can be downloaded from Google Play, the Apple iTunes Store or the
Amazon App Store to any mobile device, and features all Four Seasons hotels and
resorts all over the world.
Sophie Dakis, operations manager Bite
Size Group, said, "Did you know that
Australia ranks in the top 30 highest
alcohol consuming nations? That 's
more that 180 million litres of
alcoholic drinks consumed per
year. The good news is that
according to the ABS we are in
a phase of positive consumption,
where binge drinking is on the
decline and social dr inking is on
the rise. An interesting by-product
of this shift is the evolution of
drinkers that do not like to drink
alone... and we're not talking about
their posse. Word on the street
is that drinking in Australia has
become synonymous with eating.
Whether it 's a cheese board, bar
snacks or a full meal, we're turning
up our noses at drinking on an empty stomach.
"With that firm in mind, Bite Size Savour y
was launched in S eptember this year, sister
company to Bite Size Coffee Treats. Bite
Size S avoury produces gourmet savoury
From the mini-bar to the hotel
bar, drinks and the snacks that
go with them are some of the
pleasantries -- and points of
di erence -- of a hotel stay.
HM finds out what's new in this
key area of guest experience.
accompaniments to be ser ved with alcoholic
bev erages, or as the team at Bite Size call them
'perfect drinking companions'.
"Their thought process was simple; people
usually pay premium prices for alcohol so
they deserve premium bar snacks
to add value and enjoyment to their
purchase. Why shouldn't a beer and
wine drinker enjoy the same luxury
as coffee drinkers, who receive a
complimentar y biscuit with their
coffee? Are their drinks any less
expensive? Is their patronage less
important?" said Dakis.
Sanpellegrino has recently launched
its 'Life Deliziosa' campaign to r aise
awareness around its Sparkling
Fruit Beverage range. Made with a
unique pasteurisation and flavouring
hotelmanagement.com .au 61
6 0 HM The Busi ness of Accommodation
Food and beverage
Food and beverage
Right as our April 2016 edition of HM magazine went to the printers, news emerged (on March
31) that a consortium consisting of Anbang Insurance Group Co, J.C. Flowers and Co. and
Primavera Capital Limited had withdrawn its USD$13.9 billion bid for Starwood, clearing the
way for a likely merger with Marriott.
It was back in mid-November when Marriott International's acquisition of Starwood
Worldwide was first revealed and many thought a merger was more than likely to proceed
before the consortium made an unsolicited o er for Starwood in March.
After two weeks of rival bids with Marriott, the consortium ended up walking away from
the deal, with many industry executives questioning why the sudden change of heart after two
weeks of intense bidding.
There has been significant talk in the industry the consortium might acquire some property
assets from Marriott International, but this was yet to be confirmed, denied or announced at the
time we went to press.
A shareholders meeting is being held on April 8 and that would be the final hurdle for Marriott
to clear and at the time of publication, the market talk was that it was expected to succeed.
It's been an interesting time for the accommodation industry and this is no doubt the first of
more mega-mergers to come.
In this issue, we have inserted the full AHICE program and I look forward to seeing you there
on May 3-4 in Melbourne where no doubt mergers will be the topic of discussion.
I trust you will enjoy this latest issue of HM and as always, I look forward to your feedback.
Yours in hospitality,
Anbang doesn't get Starwood,
but there's more to come
magazine and hotelmanagement.com.au
4 HM The Business of Accommodation
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