Home' Hotel Management : HM AUGUST 2016 Contents Outsourcing is far from an optional extra for accommodation
properties anymore, with some of the leading labour
providers, including AHS Hospitality and LUXXE reporting
significant growth in recent years. In exclusive columns for
HM, AHS Hospitality's Executive General Manager, JASON KUNER,
and Luxxe's COO, CRAIG COUGHLIN, talk about the state of the
industry and what can be expected going forward.
JASON KUNER, AHS
The hospitality industry in Australia has
seen a remarkable increase in the use
of outsourcing services over the past 20
Hotels are always looking for
opportunities to improve the profitability
of their business, thereby increasing the
returns to shareholders and owners.
Expert external providers can deliver
an efficient, reliable and a cost-effective
service which allows hotels to focus on managing rooms revenue.
Outsourcing provides a predictability in cost control which is
particularly relevant in locations where seasonality and high staff turnover
impacts occupancy levels.
Increasingly, the industry is reviewing back office functions such as
payroll processing and accounting functions which are being recognised
as non-core and are more effectively handled via an outsourced solution.
This approach joins the already well-established areas of outsourced
labour services such as housekeeping and housekeeping related services,
IT, audio visual and reservation call centres.
By outsourcing, a hotel can not only create efficiencies and improve
performance, but it can gain greater certainty over costs and the standard
of outputs. Outsourcing specific components of a hotel operation provides
a number of key benefits apart from cost control and profitability.
Key incentives to review the current operation include the ability to
access industry expertise and an improved ability to focus on key business
areas, which can in turn, drive profitability.
In addition, these changes can streamline or increase efficiencies
within the operation and remove potentially time consuming functions,
as well as providing access to capabilities not present within the
With the maturity of the outsourcing industry in hotels, we are seeing
broad acceptance of the model and its benefits to hotels. In line with this
industry acceptance, AHS is seeing an increasing level of demand, as
hotels seek to partner with an established provider.
Growth across the industry is anticipated on the back of both new
hotel projects and increasing occupancy demand in key locations and
through this, we are seeing significant interest in outsourcing as a genuine
prospect for operators across the hotel segment.
As the Australian market experiences two speeds -- strong occupancy
in the Eastern states and a re-alignment in demand across other locations
-- this increased interest is suited to operators looking for predictability in
costs and cost control.
As outsourcing grows, and hotels are realising the benefits of the
model, we are in discussion with hoteliers regarding our management
of a range of hotel operations including conference set ups, portering
and valet, maintenance, stewarding and food and beverage services.
With technological advances in the industry, we see that our
partnerships with hotels will evolve to include more guest facing touch
points that drive not only cost control but have a greater impact on the
AHS Hospitality is the right partner for any hotelier considering
outsourcing. AHS has in excess of 20 years' experience providing
management services to hotels, ranging from boutique operations to
large international chain hotels, with a specialisation in housekeeping
services. Whatever the hotel, AHS has the scale and experience to
deliver high quality services. AHS has a national footprint, enabling
us to provide highly trained employees in key locations in Australia
and New Zealand. Our leadership team have extensive experience
in operating hotels and understand all areas of hotel operations,
including housekeeping, food and beverage, front office and facilities
management. Our strong partnerships with key industry organisations
and associations, underpin our commitment to build sustainable
service delivery that promotes compliance and cost benefit in an end
to end outsourcing management model. Through our established
model, AHS provides hoteliers with full control over quality, branding,
employee standards and service scope at a predictable cost model, whilst
mitigating identified risks.
Importantly, AHS provides assurance to hoteliers in relation to
Industrial Relations Compliance and Risk Management. We have a
specialised team who provide Employment Relations advice, as well as a
dedicated Injury Management and Safety team.
AHS provides the security and confidence, backed by the strength of
effective corporate governance to achieve and maintain strong compliance
in these areas. However, most importantly, AHS continues to offer an
efficient, sustainable and superior service.
CRAIG COUGHLIN, LUXXE
The hospitality industry in Australia has
seen an enormous increase in the use
of outsourcing housekeeping services
over the past decade and even more so
over the past 12 months. Outsourcing
has a number of benefits to hoteliers:
cost savings, flexible workforce, ease of
budgeting and reduced risks.
Luxxe constantly seeks ways to add
to those benefits. One area that Luxxe
has been focusing on is the ability to better manage and measure the
quality of service deliverables to our clients.
Luxxe utilises an app to manage service delivery and quality control
from an entirely different angle, with a focus on transparency, real-
time data and collaboration. This control system becomes a real-time
dashboard for tracking and monitoring quality within a hotel. The app is
extremely effective in reporting on quality control measures in both guest
rooms and public areas.
By carrying out electronic inspections on a daily basis via the app,
you can gain a much more accurate picture of where quality standards
sit compared to benchmarks. Everyone in the hotel will be in the loop
as they can be assigned as many user accounts as they wish. There will
be a single database with everything in one place into which everyone
logs. This eliminates concerns about where the latest information is, or
who has it. Everyone has direct access to information, updates or reports,
as and when they need it. There is also the ability to create a ticket
and log a maintenance request in real time, enabling the maintenance
team to reduce back and forth time with the office to check the PMS/
maintenance log. They can also action a completed job in real time thus
allowing the return of rooms faster.
Through the utilisation of this app, quality will always be at the
forefront as well as ensuring a transparent partnership (and a clean hotel)
with all our clients. n
"Luxxe utilises an app to manage service
delivery and quality control from an entirely
di erent angle - with a focus on transparency,
real-time data and collaboration."
- CRAIG COUGHLIN, COO, LUXXE
Links Archive HM JUNE 2016 HM OCTOBER 2016 Navigation Previous Page Next Page