HM February 2024 by The Intermedia Group

AHICE arrives in South East Asia

Your guide to our inaugural event

THE BUSINESS OF ACCOMMODATION IN ASIA-PACIFIC Vol.28 No.1 Bi-monthly February 2024

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FUELLING GROWTH

Hilton reveals the talent strategy of the World’s Best Workplace.

IN THIS ISSUE: 2024 INDUSTRY LEADERS FORUM, KEY OPENINGS AND MAJOR SIGNINGS

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THE SOUTH EAST ASIA HOTEL EVENT WHERE DEALS GET DONE

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CONTENTS

FEBRUARY

INDUSTRY LEADERS FORUM 42 2024 HM’s 22nd Industry Leaders

Vol. 28 No.1

OUTLOOK 58 APAC Asia Pacific leaders share their insights into

2024

Forum opens with global leaders’ outlook for the year ahead.

various markets throughout the region.

OUTLOOK 66 ASSOCIATIONS’ Discover the key items on the agenda for key industry bodies in 2024.

OUTLOOK 70 SUPPLIER Respected industry suppliers share their take on the future of hotels.

OUTLOOK 78 OWNER Leading hotel owners discuss recent deals and their views on hotel real estate.

OUTLOOK 81 AUSTRALASIAN Top hoteliers within Australasia discuss challenges and opportunities in the market.

HM Q&A IN BEIJING 30 BUSINESS The Peninsula Beijing General Manager Cameron Cundle on Chinese New Year and the recovery of travel.

OF GROWTH 32 ENGINES The Ascott Limited gears up for global

Langham Hospitality Group CEO Bob van den Oord is among the global hoteliers to share their outlook in the 2024 Industry Leaders Forum

growth with Asia Pacific leading the charge.

34 CONFERENCES Your preview of the inaugural AHICE 48

REGULARS

AHICE South East readies for debut

16 AHICE arrives in South East Asia

Your guide to our inaugural event

South East Asia conference and the launch of an all-new Fiji Islands Summit.

LETTER 06 EDITOR-IN-CHIEF’S James Wilkinson reflects on 22 years of HM’s Industry Leaders Forum.

LETTER 08 EDITOR’S Ruth Hogan recounts exciting developments in the hotel industry across Asia.

THE BUSINESS OF ACCOMMODATION IN ASIA-PACIFIC Vol.28 No.1 Bi-monthly February 2024

TO KNOW 10 NEED The essential stories you need to know this month.

STORY 20 COVER Hilton reveals the talent strategy of

207mm WIDTH

Hilto n's talent

the World’s Best Workplace.

FUELLING GROWTH

Hilton reveals the talent strategy of the World’s Best Workplace.

IN THIS ISSUE: 2024 INDUSTRY LEADERS FORUM, KEY OPENINGS AND MAJOR SIGNINGS

On the cover

The talent strategy of the World’s Best Workplace

EVT signs iconic Singapore hotel

hotelmanagement.com.au

EDITOR-IN-CHIEF'S LETTER

The essential outlook for the hotel industry

s we sail into 2024, things are shaping up for another stellar year ahead as development pipelines remain steady, global demand for travel continues at a phenomenal pace and the demand for experiences continues to rise. Amid concerns around higher inflation, rising interest rates and the building industry facing many headwinds, hoteliers are generally confident 2024 will produce another year of solid growth for the hotel industry. When we started the HM Industry Leaders Forum edition of HM in February 2002, it was on the back of 9/11 and the collapse of Ansett because we wanted to be able to find out the real expectations for what the industry could expect by the leaders of the industry. Over the past 22 years, it has become a must read for anyone in the hotel industry and I believe it is the only thorough, exclusive and extensive report for the year ahead in the global hotel industry. I’m thrilled about the contributions we have received for this edition, from Accor’s CEO Sébastien Bazin to IHG’s Kenneth Macpherson, Outrigger’s Jeff Wagoner, TFE’s Antony Ritch and many more luminaries. Our Editor Ruth Hogan has done a phenomenal job in collating one of our best Industry Leaders Forum editions ever and it truly has become the essential industry outlook for the hotel industry that’s unmatched anywhere in the world. On the topic of forecasts, what to expect in 2024 and beyond will be the key theme of our first ever AHICE South-East Asia conference at Pan Pacific Orchard Singapore on Feb 27-29. We have assembled a list of some exceptional globally renowned speakers to talk about operations, investment, management and ownership across two days in Singapore and I’m excited about the sponsor, speaker and delegate line-ups we have that will launch our AHICE brand into South-East Asia in spectacular fashion. As Kenneth Macpherson says, “I look forward to seeing many of you at AHICE, where it’s always a pleasure to reconnect with many friends and partners and support the AHICE brand, which continues to go from strength to strength.” I’m excited Kenneth is flying in from London to talk at both AHICE South-East Asia and AHICE Asia Pacific in Adelaide, which is also shaping up to be the best event yet, alongside many of his industry colleagues, including Marriott’s Raj Menon and of course Hilton’s Alan Watts, who is on the cover of HM for the first time. I’d like to thank Hilton, IHG, Marriott, Pan Pacific, Travel and Leisure, CBRE and APRO for coming on as Principal Partners at AHICE South-East Asia and I hope I’ll see many of you there. Enjoy our HM Industry Leaders Forum and, as always, I look forward to your feedback.

James Wilkinson Editor-In-Chief, HM magazine Chair & Convenor, AHICE global conferences

Exceptional globally renowned speakers will take to the stage at the first AHICE South East Asia in February 6

HM The Business of Accommodation

IHG’s Kenneth Macpherson is flying in from London to talk at both AHICE South-East Asia and AHICE Asia Pacific in Adelaide in 2024

The HM global hot list Hotels around the world capturing our attention this month. ONE: Fiji Marriott Resort Momi Bay @fijimarriottresortmomibay

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EDITOR'S LETTER

Time flies

Managing Director

ebruary 2024 – where has the time gone! This edition marks my third HM Industry Leaders Forum, and in just two years, so much has changed. Back then, Australia was only just preparing to fully open its borders to the world (February 21, 2022). Since then, leaders have detailed the highs and lows of recovery, and more signings, openings and refurbishments than I could possibly count. From reading all of the columns this year, here are my key takeaways: India is becoming one of the fastestgrowing tourism markets for Australia, and India itself is presenting many development opportunities for hotel owners and operators; independent/third-party hotel management is quickly gaining traction in Australia; in development, expect more conversions ahead amid ongoing high construction costs; and there’s simply no excuse for not embracing technology in 2024. But don’t take my word for it, we have insights from over 50 leading executives for you to pore over in the 2024 Industry Leaders Forum (starts p42). My 2024 kicked off with a trip to Tokyo and Yokohama in January, facilitated by The Ascott Limited, to learn more about the business, its brands, and to explore key properties. I had the pleasure of meeting powerhouse leaders Siew Kim Beh – not only Ascott’s Chief Financial Officer but also Chief Sustainability Officer – and Ascott’s Country General Manager for Japan, Christian Baudat, who both generously shared insights into the Japanese market and Ascott’s phenomenal growth story – from one hotel in 1984, to 940 properties 40 years later (see p32). Ahead of the very first AHICE South East Asia conference, there has been plenty of exciting hotel news from this region to share of late, particularly in the Singapore hotel market. Check out some of the latest openings and industry news in the “Need to Know” section (p10-29). And you can read all about what to expect at the conference – or what you’ll be missing out on – in the Conferences section (starts p34) Late last year, I was fortunate to have the opportunity to meet with The Peninsula Beijing General Manager, Cameron Cundle, SVP of Brand Marketing and Communications, Carson Glover, and a team of The Peninsula executives, during their visit to Sydney. An Australian national, Cameron shared what life is really like on the ground in China hotels and how international travellers – including plenty of Australians – are checking in once again (see p30). As always, I hope you enjoy this issue, and please feel free to get in touch via my email above with any feedback.

Simon Grover

Publisher James Wells

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James Wilkinson jwilkinson@intermedia.com.au

Editor

Ruth Hogan rhogan@intermedia.com.au

Group Commercial Manager

Tara Ducrou tducrou@intermedia.com.au

Production Manager Jacqui Cooper jacqui@intermedia.com.au

Graphic Designer Ryan Vizcarra

Photography

Keng Photography for Hilton.

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As the Year of the Dragon gets underway, celebrations are in full swing at The Peninsula Beijing

Sitting in on a media briefing with The Ascott Limited’s Siew Kim Beh and Christian Baudat at Oakwood Suites Yokohama

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HM The Business of Accommodation

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Bring your special spark. Greg loves caring for people. His passion for hospitality is rooted in the bond between experiences and memories…a drive he discovered working for Chez Nico at Ninety Park Lane, a 3-star Michelin restaurant in England, and one he’s honed across his 30-year career as a high-end chef and educator at Holmesglen TAFE and the prestigious Le Cordon Bleu Melbourne. As the business owner of Quest Geelong Central, Greg brings his special spark to the local Geelong community by ensuring guests get in touch with its hidden treasures, and ultimately partake in an authentic, hyper-local, memorable experience. Read more about the special people who own local Quest Apartment Hotels at questapartment.com.au/hotel-franchise-opportunities.

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NEED TO KNOW The essential hotel and travel industry news and trends from across the globe. Read more at HotelManagement.com.au

The Eve Hotel Sydney to open in spring 2024 The 102-room boutique offering will be operated by TFE Hotels.

TOGA GROUP HAS set an opening date of September 2024 for the 102room boutique hotel within its Surry Hills Village development. The Eve Hotel Sydney – owned by Toga Group and operated by TFE Hotels – is located on the site of Sydney’s original Wunderlich Ltd factory and will form part of a new lifestyle precinct, Wunderlich Lane, which will offer boutique shopping, al-fresco dining and design-led commercial and event spaces. “We have a prominent address at the crossroads of Surry Hills and Redfern and a location full of rich history,” said Toga Group Managing Director and TFE Hotels Chairman, Allan Vidor. 10

HM The Business of Accommodation

“And our team are very much looking forward to sharing our version of Sydney hospitality with the local community and with travellers looking to immerse themselves in a genuine and vibrant experience.” Designed by Surry Hills based architects SJB and landscaped by Daniel Baffsky from 360 Degrees, The Eve Hotel will offer spaces for guests and visitors to immerse themselves in art, cultural and culinary offerings from the local community. “Every aspect of The Eve has been carefully crafted to evoke a sense of elegance, sophistication, and comfort,” said TFE Hotels CEO Antony Ritch.

NEED TO KNOW

Mega Mercure set for Singapore The world’s largest Mercure hotel is slated to open in the first quarter of 2024. THE WORLD’S LARGEST Mercure hotel – with almost 1000 rooms – is set to open in Singapore in the first quarter of 2024, following a landmark deal between Accor and Singapore’s largest hotel operator, Worldwide Hotels Group. The 989-key Mercure Icon Singapore City Centre, located at 8 Club Street, is positioned between the CBD and the city’s historic Chinatown. Accor’s Chief Operating Officer for Premium, Midscale and Economy Division in Asia, Garth Simmons, said the hotel will offer the perfect base for exploring the city. “Mercure [acts as a gateway] to exploration, igniting a sense of local discovery from the very moment guests step through the doors,” Simmons said. “Being locally inspired is at the heart of the

Mercure Icon Singapore City Centre will feature 989 rooms

Mercure experience, where each of our hotels boasts a charming character reflective of its neighbourhood. Located in one of the most happening neighbourhoods in Singapore, and with a wealth of world-class exceptional experiences, the hotel demonstrates our shared commitment to providing genuine hospitality experiences.” The hotel will offer a range of dining options including an all-day restaurant, lounge and bar concept, as well as a landscaped pool deck and indoor gym. The latest deal builds on the partnership between Accor and Worldwide Hotels Group, following the recent signing of Novotel Singapore on Kitchener. “We are thrilled to expand our working relationship with Accor, who are a strong partner for us,” said Worldwide Hotels Group CEO, Carolyn Choo. “With Mercure Icon Singapore City Centre, we will continue to create exceptional guest experiences for the informed, cosmopolitan traveller.”

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NEED TO KNOW

Westin to make Adelaide debut Marriott signs a new-build Westin hotel at site of Adelaide’s historic Freemasons Hall.

The Westin Adelaide will form part of a landmark mixed-use development MARRIOTT INTERNATIONAL IS set to introduce the first Westin Hotel in Adelaide in late 2026 following the signing of a 236-room hotel with Australian property developers Freemasons South Australia and Northern Territory and Pelligra Group. Situated in Adelaide’s CBD at 254 North Terrace, new-build The Westin Adelaide will form part of a landmark mixed-use development that aims to preserve the historic Freemasons building and its iconic façade while integrating the modern 33-storey Keystone Adelaide Tower. “To finalise an agreement with Pelligra Group, and at the same time forge a new relationship with Freemasons South Australia, makes this an exciting and unique partnership that will not only honour the rich heritage of the historic building, but also mark our commitment to enhancing the city’s hospitality

“The project’s strategic location in the CBD and the retention of the iconic heritage building will be key ingredients for the distinctive positioning of a hotel that will have global pedigree.” The project sees the hotel span 19 levels of the contemporary tower, alongside the Freemasons Hall and Grand Lodge, retail outlets, office tenancies, rooftop restaurant and observatory. The hotel itself will feature 222 premium room and 14 suites, a sky lobby, restaurant, lobby lounge, cafe, fitness centre, swimming pool, day spa, 700 square metres of event and meeting space, and an exclusive Executive Club Lounge. Marriott International says wellness will be a core element of the guest experience, offering signature programs “to transcend the stressors of travel”.

millions of people discover our beautiful home of Adelaide,” said a representative for the Freemasons South Australia and Northern Territory. “Our organisation is incredibly proud to partner with such a prestigious hotel company, and the Pelligra family, in delivering the Keystone Adelaide Tower.” The 236-room Westin Adelaide is slated to be the second Marriott International property in South Australia, following the opening of Marriott Adelaide Hotel in mid-2024. “The Westin Adelaide will contribute to Marriott’s growing footprint in the country, as well as a global collection of more than 240 Westin hotels and resorts,” said Marriott International Area Vice President – Australia, New Zealand and Pacific, Sean Hunt. “It will be the fifth Westin property in

offering,” said Marriott International Vice President of Hotel Development for Australia, New Zealand and Pacific, Richard Crawford.

“Marriott International delivers an incredible brand in Westin, a fantastic team, and a loyalty program we feel will help

the Australia Pacific region, joining high profile Westin hotels located in Melbourne, Brisbane, Perth, and Fiji.”

HM The Business of Accommodation

NEED TO KNOW

Marina Bay Sands invests US$750 million in tower upgrade The Singapore hotel will soon embark on the next phase of its transformation project. ICONIC SINGAPORE HOTEL Marina Bay Sands has launched the second phase of its reinvestment, focused on Tower 3, the Hotel Lobby and Sands SkyPark. The US$750 million project – part of a multi-year programme to strengthen the positioning of the hotel as a world-class tourist destination – will include a reimagined VIP arrival experience, new premium dining and retail offerings, a lobby transformation, as well as a renewed focus on wellness experiences. More than 550 rooms will be redesigned, including approximately 380 suites, with works expected to be completed in phases through 2025. The hotel is in the final stage of its US$1 billion first-phase reinvestment, announced in

Marina Bay Sands aims to strengthen its position as an iconic tourist destination

February 2022, which focused on the complete refurbishment of Hotel Towers 1 and 2, and the addition of new dining offerings and luxury lifestyle amenities for high-value travellers.

“We are excited about the next stage of Marina Bay Sands’ development, and how this will strengthen Singapore’s appeal as a leading tourism destination,” said Marina Bay Sands’ Chief Operating Officer, Paul Town. “Marina Bay Sands has made significant progress in delivering new world-leading luxury travel experiences over the past two years. “This second phase of reinvestment will be critical as it propels the property to new heights and places us in a strong position to capture future growth opportunities. We look forward to having visitors enjoy these new and enhanced offerings.” In February, multi-concept executive club lounge, Paiza Sky Club, will also open its doors on the 55th floor of Tower 2, featuring a tea vault, bespoke whisky bar, private liquor locker, garden conservatory and buffet spreads served from open kitchens by top chefs. The completion of all three hotel towers will result in 1,850 luxuriously refurbished rooms, including nearly 770 suites.

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NEED TO KNOW Grant Alchin, Scott Boyes and Tony Ryan launched Trilogy Hotels in December 2023

Hospitality trio launch Trilogy Hotels Leaders unite to introduce independent management offering. THREE NOTABLE FIGURES in the Australian hospitality landscape have joined forces to propel the independent management model for hotel operations in Australia and New Zealand. Trilogy Hotels – a venture run by Scott Boyes, Tony Ryan and Grant Alchin – is based on the trilogy of owners, guests and team members, and aims to positively impact the lives of these core stakeholders. The independent management model is a well-established model in the US, and Trilogy Hotels CEO Scott Boyes sees great potential for this model in the ANZ market. “Here in Australia and New Zealand, the industry has relied heavily on the traditional hotel management agreement model where hotel owners engage with a particular hotel brand for both their distribution and operating capability,” Boyes said. “However, in the US and Europe the independent management model, with brand

Zealand market to help hotel owners feel more connected with their investment, whilst partnering with and utilising the exceptional distribution capability of a global hotel brand. We look forward to collaborating with multiple global brands to deliver great outcomes for owners.” Prior to founding Trilogy Hotels, Boyes had spent close to 30 years with Accor, in a career which saw him start out as a graduate front office manager to become its Senior VP of Operations, Pacific North. During this time, he was responsible for 85 hotels across NSW, ACT, QLD and the NT. Tony Ryan, a commercial and legal advisor to hotel and hospitality businesses, brings more than 35 years’ experience. Specialising in complex and major transactions, Ryan helped deliver Accor’s US$940 million takeover of Mantra Group. Grant Alchin, a former head of asset

Trilogy Hotels will provide hotel owners and brands with an operating platform for investment-grade assets where hotel operations are managed independently by Trilogy’s team. Hotel brands may, under a franchise agreement, provide globally established branding, marketing, distribution, and loyalty programs, while Trilogy manages the hotel operations and drives the operational and profit performance on behalf of an owner. The company also provides access to operational systems, training and team development. Boyes, Ryan and Alchin say they are driven by a shared passion for hospitality, a desire to improve the industry overall, and the belief that “hotels can change lives”. “Hotels are spaces where stories intertwine, where dreams are nurtured, and where connections are forged,” said Boyes.

support under a franchise agreement is the predominant model preferred by hotel owners and hotel brands alike. “We are expanding that model further and tailoring it for the Australian and New

management at diversified real estate group, CapitaLand, has also worked within Accor and IHG, and is highly regarded for transforming underperforming hotels into profitable operations.

“With an unwavering commitment to our hotel owners, team members, and guests, we also recognise our role in positively influencing the environment and the communities in which we are privileged to operate.”

HM The Business of Accommodation

PARTNERSHIP

W Sydney partnered with Swisstrade on Operating Supplies and Equipment (OS&E)

PARTNERS IN CREATIVITY W Sydney Pre-Opening General Manager, Craig Seaward, reflects on the hotel’s OS&E journey with Swisstrade.

he development of W Sydney was an extensive journey. Now with the doors open, what is the sense of achievement like?

It has been an exhilarating and unconventional journey, echoing the innovative spirit of the building itself. Under the global spotlight, the challenges and creative endeavours have made it a truly unique experience and the sense of achievement is overwhelming. Witnessing the culmination of hard work and pushing boundaries has brought immense pride. W Sydney is not just a physical space but a testament to creativity and perseverance. The project’s success is a reminder that embracing the unconventional can lead to remarkable outcomes, serving as inspiration for future endeavours.

Describe the importance of having the right partners by your side for such a high-profile project?

Collaborating with experienced and visionary partners is crucial in navigating the complexities of design, construction, and brand representation. The synergy between

our team and our partners ensures a seamless blend of creativity and expertise, allowing us to bring the bold vision of the W brand to life. Their commitment and proficiency not only contribute to the successful execution of the project but also play a pivotal role in maintaining the high standards expected from a globally recognised brand, ultimately enhancing the overall success and impact of the venture.

Reflecting on your experience with Swisstrade during the OS&E journey and procurement process, what qualities and capabilities did you value? We deeply value Swisstrade’s exemplary sourcing and procurement capabilities as well as their wealth of experience brought into the OS&E journey. Swisstrade demonstrated an unparalleled commitment to precision and attention to detail, ensuring that every aspect of the procurement aligns seamlessly with our vision for the project. Their ability to source high-quality products while adhering to our budgetary considerations showcased their expertise in navigating the intricacies of the hospitality industry. Moreover,

Swisstrade’s efficiency in managing timelines and their dedication to meeting deadlines were instrumental in the smooth execution of the OS&E procurement strategy. Their collaborative approach and transparent communication fostered a strong partnership, making them a valuable asset in achieving the elevated standards we sought for our project.

What advice would you give to stakeholders about to embark on an OS&E journey?

My advice is to engage early in the planning process, allowing more time than you’d initially think may be required. Having an experienced, knowledgeable, and well-connected specialist by your side can make a significant difference in navigating the complexities of budgeting, sourcing, design and procurement, ensuring a seamless and efficient journey. Early engagement, ample time allocation, and the right expertise will not only streamline the OS&E selection process but also contribute to the overall success of your project. n For more information, contact Swisstrade on 02 9979 1500 or visit swisstrade.com.au

hotelmanagement.com.au

NEED TO KNOW Hotel Telegraph is located in the city’s financial district at 35 Robinson Road

EVT signs first Singapore hotel The signing of Hotel Telegraph marks EVT’s entry into the Asian market.

EVT IS EXPANDING its Hotels and Resorts portfolio to international markets with the signing of its first hotel management agreement in Asia. On December 1, the hotel operator commenced management of landmark Singapore property, Hotel Telegraph, situated in the heart of the city’s financial district at 35 Robinson Road. The 134-room hotel, which joins the Independent Collection by EVT, features a lobby bar, restaurant, gym and rooftop pool, as well as meeting and conferencing spaces. Chief Executive Jane Hastings said it is the “right time” to execute EVT’s international expansion strategy. “By owning, developing, and operating hotels, EVT occupies a distinctive position,” Hastings said. 16

HM The Business of Accommodation

“Coupled with our market leading capabilities, we can customise, innovate, and demonstrate above market results for partners. “We are confident in the potential of our hotel brands to make a significant impact in new international markets, whilst recognising there is still potential for growth across ANZ.” The move sees Director of Hotels and Resorts, Norman Arundel’s remit expanded, with the seasoned hospitality professional leading the charge in growing EVT’s international footprint. “We are proud to announce our first management agreement in Singapore – a significant milestone in our expansion strategy and ahead of expectation,” Arundel said. “Hotel Telegraph’s prime location serves as a strong foundation to showcase EVT’s expertise and innovative solutions.

“We are ready to deliver our world-class experiences and extend the strength of our brands beyond Australia and New Zealand. I am thrilled to be leading this exceptional team and dynamic phase of international expansion for the Group.” Research undertaken by EVT over the past year has identified key markets for expansion. The expansion of QT, Rydges and Atura will initially focus on Southeast Asia, while budget accommodation brand LyLo will concentrate on the Australian market and assess other international markets that attract Gen Z travellers. The company’s international expansion follows an impressive year for EVT’s Hotels and Resorts division, delivering record average room rates and strong market share in Australia and New Zealand.

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Hilto n's talent

FUELLING GROWTH

Hilton is the first hospitality company to be named the World’s Best Workplace by Great Place to Work and Fortune and is the only hospitality company in the top 25.

HM The Business of Accommodation

COVER STORY

PARTNERSHIP

Hilton launched its first LXR resort in South East Asia in 2023 with the opening of Umana Bali

ollowing the global pandemic, hotel operators have been scrambling to attract talent to meet pent-up travel demand. The biggest challenge to achieve that aim has been rebuilding confidence in the travel industry. Hospitality was considered unsafe just a few years ago, which makes Hilton’s recent best workplace win especially significant. “Post-pandemic, the fact that a travel and tourism company reached the top of the World’s Best Workplace list is amazing for the industry as much as it is amazing for Hilton,” said Alan Watts, President, Asia Pacific at Hilton. As the industry has reached full recovery, competition for talent continues to intensify, with 70% of new jobs in travel and tourism globally expected to be created in Asia Pacific over the next 10 years, according to the World Travel and Tourism Council (WTTC). In 2023, the hospitality industry saw significant growth in Asia in line with the region’s travel rebound. Hilton added 143 new hotels to its Asia Pacific portfolio, another

Opposite page from left to right: Patsy Ng, Vice President, Human Resources, APAC; Alexandra Jaritz, Senior Vice President, Brand Management, APAC; Alan Watts, President, APAC; Clarence Tan, Senior Vice President, Development, APAC.

record year of openings. The company is now firmly on track to exceed 1,000 trading hotels in the region by 2025. Hilton’s commitment to being a Great Workplace is a remarkable story of foresight and resilience before, during and after the pandemic. The company has been consistently ranked by Great Place to Work as the best hospitality company to work for in Asia Pacific for seven consecutive years. “As we strive to restore confidence in hospitality careers, our Great Place to Work wins position us as an employer of choice across Asia Pacific markets for top talent

within and beyond the hospitality industry,” said Patsy Ng, Vice President, Human Resources – Asia Pacific, at Hilton. Hilton’s industry-leading talent proposition is what underpins its growth strategy, creating what the company calls a virtuous cycle of talent acquisition and retention. In practice, this revolves around a few key pillars, according to Ng. “Our Team Member proposition promises a fully human experience delivered through our century-old culture of inclusion, wellness, growth, and purpose. That’s what sets us apart from our talent competitors,” she added.

Hilton kicked off 2024 with the opening of Conrad Singapore Orchard

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COVER STORY

At Hilton, diversity is celebrated through different Team Member Resource Groups that build community and allyship, while personalised recognition gets elevated with programs such as its renowned CEO Light & Warmth Award. To support its growth momentum and reflect the priorities of today’s jobseekers, the company also welcomes diverse workforce segments, including differently abled, mature, flexible and gig workers.

“We are evolving towards a more flexible workforce.” Patsy Ng, Hilton “We are evolving towards a more flexible workforce and manning structure in hotels, and we’re the first hospitality company to introduce a gig pilot in Greater China and a partnership in Japan to reach a growing gig workforce,” said Ng. Talent attraction has changed too. In a bid to widen its reach to young applicants in Australia, Hilton launched #hiremehilton, a TikTok recruitment campaign that invites candidates to apply through a short video. Mental wellbeing is also central to Hilton’s approach to create a fully human experience. 22

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PARTNERSHIP

Above, Hilton’s APAC Senior Leadership Team, from left to right: Ben George, Senior Vice President, Commercial Director, APAC; Katrina Jones, Senior Vice President, Communications, APAC & EMEA; Jeanette Chan, Senior Vice President, Finance, APAC; Clarence Tan, Senior Vice President, Development, APAC; Karen Satterlee, Senior Vice President, Assistant General Counsel, APAC; Alexandra Jaritz, Senior Vice President, Brand Management, APAC; Joshua Tong, CIDO, APAC; Paul Hutton, Area Vice President, Operations, Australasia; Alan Watts, President, APAC; Jin Qian, Area President, Greater China and Mongolia; Patsy Ng, Vice President, Human Resources, APAC; Timothy Soper, retiring Area Vice President, Japan, Korea and Micronesia; Joseph Khairallah, incoming Area Vice President, Japan, Korea and Micronesia; Alexandra Murray, Area Vice President, Regional Head of South East Asia, Openings & Asia Pacific Operations Support.

The company has created an industry-leading Care for All caregiving initiative, a robust platform of tools and resources to support any mental wellness and caregiving needs that its Team Members may encounter. This builds on other learning resources that provide access to educational and leadership development programs and offer tailored lifelong learning opportunities. Underpinning the employee value proposition at Hilton is its global ESG strategy, Travel with Purpose, which empowers its Team Members to positively impact lives and livelihoods in destinations where the company operates. During Hilton’s annual Travel with Purpose Week last year, Hilton’s Asia Pacific team contributed 22,000 volunteer hours to 350 projects, impacting 26,500 people. Putting culture first has a significant impact on Hilton’s performance. The organisation stands as the fastest growing hotel company in Asia Pacific, with almost one in four hotel rooms under construction bearing a Hilton flag.

“Our growth is an engine of opportunity. We expect to create 3,700 leadership positions by 2025 and 20,000 total positions this year to add to our existing 61,000 Team Members in Asia Pacific,” said Clarence Tan, Senior Vice President, Development – Asia Pacific, at Hilton. “At the core of our ability to deliver bestin-class owner returns is our commitment to provide our hotels with the best talent in the business.” “Passionate team members help us to deliver on our brand promises,” added Alexandra Jaritz, Senior Vice President, Brand Management – Asia Pacific at Hilton. “Hilton’s focus on culture has also seen the company achieve record high customer satisfaction scores.” With further growth in its portfolio ahead, as well as new market entries for its Hampton, Tapestry and Curio brands into new markets in South East Asia, Hilton also plans to debut properties in Laos and Timor Leste in 2024. n

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NEED TO KNOW Resorts will continue to operate under their existing brands

Travel and Leisure Co acquires Accor Vacation Club A total of 24 resorts have joined the Travel and Leisure portfolio in a US$48.4 million deal.

TRAVEL AND LEISURE Co. has signed a deal to acquire Accor’s vacation ownership business – a total of 24 resorts across Australia, New Zealand and Indonesia – for US$48.4 million. Travel and Leisure Co. will also receive the exclusive rights to develop new vacation ownership clubs and products under the Accor Vacation Club brand across Asia Pacific, Middle East, Africa and Turkey. Under the exclusive licensing agreement, Accor will receive a percentage of vacation ownership sales revenue as a licensing fee. Speaking exclusively to HM, Robinson said the intention is to keep the properties under their existing Accor brands – Peppers, MGallery, Grand Mercure, The Sebel, Novotel, Mantra and Mercure. The decision to offload the vacation club business aligns with Accor’s asset-light strategy to evolve the business. “The transaction is aligned with our asset-

The acquisition creates a new line of business for Travel and Leisure Co. as Accor joins the company’s portfolio of brand affiliations, including Wyndham, Margaritaville, and Sports Illustrated. When the deal closes, which is expected in the first quarter of 2024, the Accor Vacation Club business line will report to Travel + Leisure Co. President and Managing Director of International Operations, Barry Robinson, based in the company’s Singapore office. “We are excited about building on the legacy of Accor Vacation Club, which has been a recognised and respected presence in the region for more than 20 years,” Robinson said.

light strategy and allows us to monetise our existing business and enhance recurring fee streams, supporting the continued growth of our franchised hotel network across Asia Pacific,” said Accor’s Chief Executive Officer Accor MEA APAC – Premium, Midscale and Economy Division, Duncan O’Rourke. “By selling the business to a trusted and proven operator with significant scale, we will be able to grow the business and continue to drive outstanding hospitality experiences for Accor Vacation Club members.” 24

HM The Business of Accommodation

Accor’s decision to offload its vacation club business is part of an asset-light strategy

“We are a partner of choice for leading hospitality brands because we are able to individually curate their brands and maintain their unique offerings to travellers. “Utilising our experience and the scale of our global platform, we will be able to accelerate the growth of this vacation club business by delivering outstanding vacation experiences for current and future members.” The addition of Accor Vacation Club will grow the Travel and Leisure Co.’s club resort count by approximately 40% to a total of 77 properties. The 30,000 members of Accor Vacation Club will increase Travel and Leisure Co.’s member base to more than 100,000 in the Asia Pacific region.

NEED TO KNOW

Seibu Prince poised for growth Japan’s largest hotel chain has set its sights on global success with the launch of a unified hotel brand. JAPAN’S LEADING HOSPITALITY conglomerate, Seibu Prince Hotels Worldwide Inc., is uniting its three hotel companies – Seibu Prince Hotels Worldwide, StayWell Holdings, and Prince Resorts Hawaii – under a single marketing brand, Seibu Prince Hotels and Resorts from April 2024. Under this unification, Seibu Prince Hotels and Resorts will offer a diverse portfolio of 26,000 rooms across Japan and around the globe. A streamlined guest experience will include the launch of a new global website

Seibu Prince Hotels and Resorts aims to grow to 250 hotels internationally as well as an integrated central reservation system to simply the booking process, and loyalty program. “This integration strengthens our domestic and international strategies, paralleling our ambitious expansion plans,” said Seibu Prince Hotels Worldwide President, Yoshiki Kaneda. “We aim to grow to 250 hotels and become a global leader, delivering exceptional value and unforgettable experiences for every guest.”

Seibu Prince Global Rewards will merge existing domestic and international memberships and allow members to earn and redeem points across the entire portfolio, including rooms, restaurants, retail outlets, golf courses, ski resorts and the facilities operated by Seibu Group in Japan. “Seibu Prince Hotels and Resorts is poised to become a force in the global travel landscape,” the company said in a statement.

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NEED TO KNOW Vibrant culinary experiences will play an important role in the guest experience

Wyndham and SBE unite to ‘reinvent lifestyle’ Wyndham Hotels and Resorts and SBE team up to launch smart lifestyle brand.

WYNDHAM HOTELS AND Resorts and “lifestyle visionary” Sam Nazarian’s privatelyheld hospitality group, SBE, have united to launch a new smart lifestyle brand under the working title, Project HQ Hotels and Residences. Owned by SBE, with investment by entertainment figure, entrepreneur and SBE equity partner Marc Anthony and his company Magnus, Project HQ will be affiliated with Wyndham’s Registry Collection Hotels, which caters to hotel owners in the luxury and smart lifestyle segments. The strategic alliance will leverage Nazarian’s decades of experience in the lifestyle hospitality space and Wyndham’s resources and global reach. Project HQ marks SBE’s first hotel brand after the 2020 sale of its hospitality brand and management platform which included over 100 hotels – SLS, Delano, Mondrian, Hyde, among others – more than 150 restaurants and lounges, and over US$4 billion of luxury residential sales. “When we created lifestyle luxury back in 2005 with SLS, we forged a new category,” said SBE Founder and CEO Sam Nazarian. “Now, almost 20 years later we look to reinvent lifestyle again with Project HQ, the first smart lifestyle hotel brand. 28

HM The Business of Accommodation

SBE aims to tap into the unmet needs of young travellers “We will channel our entrepreneurial spirit and deep industry expertise into crafting intuitive, groundbreaking solutions for both hotel owners and guests. Nazarian said SBE is “uniquely equipped” to solve the “unmet needs of the next generation”, addressing demand for culinary excellence, vibrant social spaces.

“Today we are combining Sam Nazarian’s unmatched culinary and lifestyle experience with the unrivalled scale and resources of the world’s largest hotel franchisor to fuel Project HQ Hotels and Residences,” said Wyndham President and CEO, Geoff Ballotti. “Our owners drive our success. Hotel owners searching for a differentiated, yet approachable, lifestyle brand will immediately benefit from the scale and resources of the world’s largest hotel franchisor, gaining access to best-in-class sales, distribution and technology, along with the industry’s number one hotel loyalty program in Wyndham Rewards.” Intended to be a more approachable experience for the consumer that has been priced out of the lifestyle hotel market, Project HQ forms part of a new category of smart lifestyle, that SBE says will revolutionise hospitality by building communities and creating meaningful memories for its savvy Millennial and Gen Z guests. Project HQ Hotels will be located in the heart of the cities they launch in and will aim to be the city’s “headquarters” for exceptional dining, nightlife and wellness. Project HQ plans to open 50 hotels by 2030, delivering approximately 7,500 rooms.

NEED TO KNOW Art and sculpture are positioned throughout each level of the hotel

Hilton opens second Conrad in Singapore Conrad Singapore Orchard features 445 rooms, 10 bars and restaurants. HILTON HAS DEBUTED Conrad Singapore Orchard, its second Conrad Hotels and Resorts property in Singapore, following an extensive reinvention and refurbishment. “The growth of our award-winning Conrad Hotels and Resorts brand underscores our commitment to expanding our luxury portfolio in the most inspiring destinations around the region,” said Hilton President – Asia-Pacific, Alan Watts. “Known for its strategic connectivity and vibrant culture, Singapore is a hub for global explorers whether on leisure or business.

“With the official debut of Conrad Singapore Orchard, we look forward to working with our long-standing and valued partners at Pontiac Land Group to further elevate luxury hospitality in this truly international city.” Originally designed by architect John Portman, Conrad Singapore Orchard’s distinctive design embraces Singapore’s garden city environment, drawing art and

nature into 12 floors of contemporary guest rooms, meeting spaces, 14 event venues, as well as 10 restaurants and bars. The hotel’s 445 newly imagined guest rooms feature floor-to-ceiling windows, complemented by plantation shutters, and natural tones in sand, cream, and muted greens, accented by signature palm motifs and potted tropical trees.

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GM Q&A The Peninsula Beijing General Manager Cameron Cundle and his team

BUSINESS IN

Beijing

ALMOST A YEAR ON FROM CHINA’S REOPENING TO THE WORLD, THE PENINSULA BEIJING GENERAL MANAGER, CAMERON CUNDLE, SPOKE TO RUTH HOGAN ABOUT THE RECOVERY OF TRAVEL, DEBUNKING PRECONCEPTIONS AMONG TRAVELLERS, AND ROOTING THE GUEST EXPERIENCE IN CULTURAL CONNECTION.

ameron, you joined The Peninsula Beijing in September 2022, when China’s borders were closed to the world. How have you seen the travel landscape recover since the reopening of borders in March 2023?

I think the recovery has been in some ways faster than it was in Thailand [Cameron’s previous posting, throughout the pandemic, was at The Peninsula Bangkok] and some other countries because major businesses and government delegations from all over the world needed to get in to China. Before the pandemic, the hotel was predominantly international business – a 60/40 split – and of course it was 100% domestic during that time. The first big travel movement domestically was the May holiday – 1.3 billion people moving around the country – and hotel 30

HM The Business of Accommodation

numbers and occupancy rates were all higher than pre Covid. We’ve seen the domestic part of the business balanced out with international. At the beginning of the year [2023] it was 90% domestic, now it’s about 70-75%. We are now seeing international travellers return, especially from Australia, South America and parts of Europe. It’s getting there.

Is there still a lot of hesitancy still for people to visit China, because of how severe restrictions were during that time?

In some ways, yes, that’s the reality of it. I think that’s the benefit of, for example, myself, as someone that’s on the ground, travelling and sharing these experiences. It’s not as people may think it is. It’s past anything ever shutting down again. Everything has moved on. And honestly, the economy needs it as well.

It relies on tourism, so it needs to reopen, and to reinstall that confidence. I think people will, at the beginning, have that slight hesitancy. It’s the same pattern in every country.

Within The Peninsula, do you regularly engage with the other General Managers to share learnings or collaborate on things?

Yes. There’s only 12 of us, so we’re a tightknit family. We have three properties in Greater China – Hong Kong, Shanghai, and Beijing – and the three of us [GMs] are very close. Even within Asia [Bangkok, Manila and Tokyo] and throughout Europe [Paris, London, Istanbul] and the US [Beverly Hills, Chicago and New York], it is a very tight-knit community. Through my colleagues in New York, for example, they might introduce me to travel agents there to communicate what the situation is like here in Beijing. On the other side, when Chinese are travelling out of China, we can share the insights that we have on the ground, about the sentiment among Chinese travellers on where is safe and welcoming to travel. Simple things can trigger a person to travel or not travel to a particular destination. It can be about certain narratives that have been spoken

GM Q&A

about, and then the truth might not always get through. We know how quickly misinformation can spread on social media, for example.

What does Chinese New Year look like at The Peninsula?

It is spectacular – the colours, the festivities, the noise – it’s all about reunion with family, which I think is beautiful. Something in Asia and China that’s so highly regarded is time with family. We’ll have big tables 15 or 16 people family members gathered around to eat the festive dishes. Line dancing is always huge at the hotel. It’s the Year of the Dragon in 2024, so we have dragon dancing as well. We’ve created a signature event that has become this focal point in the community. We start with dancing celebrations around the gate outside. We have electric firecrackers because real ones are not permitted. They make the same noise but are environmentally friendly as there’s no smoke getting in the air – in China, anything’s possible. Then all the colourful lions come out dancing. There’s this swarm of people celebrating with our guests and the local community – it’s really something special. And of course, as a foreigner, I have to make sure I remember my steps correctly, because it means so much to people.

You have a cultural advisor at the hotel. Tell us about some of the other cultural touchpoints in the guest experience? Yes, we have a Fung Shui master who will advise on the energy of the building and make suggestions based on that [particularly

around openings or cultural events]. He’s very respectful of the fact that we are an international business and understands that we need to make the right decision for the business as well as for guests. We offer cultural activities, whether it’s Chinese tea classes, arts and crafts, calligraphy, or embroidery – we do this in partnership with specialists within the community. The hotel should stand the test of time, it’s here for the long term and interwoven within the community.

The Peninsula Beijing’s elaborate Chinese New Year celebrations draw large crowds

You mentioned the importance of family in China. How are you catering to the needs of families and those multi-generational family stays?

There’s an older population in China but there’s also a very nouveau riche coming through that are willing to explore new experience and travel much more. We see that shifting in the hotel a little bit, which is quite exciting. We’re having younger families with two or three children because the one-child policy in China has been abolished. Being an all-suite hotel, sometimes, we’ll have parents, kids and grandparents all travelling together. That’s why we came up with packages, such as a double bedroom suite package, so that families can all be in that one space. They have become hugely successful. We also want to ensure that the children, our ‘Little Pen’ guests, have something that they can relate to as well, so we have children’s activities and themes like the Peter Rabbitthemed stay.

How do you ensure the hotel is accessible to senior family members and those with disability?

My brother is a wheelchair user, so this is something that I am always thinking about. We have accessible rooms, but it’s about making sure that each room has that ability to be transformed, as per the guests needs – that the taps can be extended or that the shower can accommodate a wheelchair if need be. That’s something we’ve worked hard on because the population is aging. It’s so important that whether it’s a child, a small or large family, someone in a wheelchair, or someone on business, that everyone gets to experience what they want, how they want, at the pace that they want to.

What are some of your main objectives at The Peninsula Beijing in 2024?

In terms of our numbers, we’ve surpassed 2019 figures, so it’s about continuing that growth and solidifying our position within the market. 2024 marks our 35th anniversary, so we’ll have some celebrations around that, which is very exciting. We’re focused on getting

Origami-themed Afternoon Tea at The Peninsula Beijing

that international market back into Beijing; we don’t know whether we will get back to that 60/40 split but I think we will get to that balance of 50/50, no doubt. We will continue working with artists, listening to our guests, and improving our offerings. We want to stay best in market. n hotelmanagement.com.au

FEATURE Art and sculpture play an important role in the guest experience at Ascott Marunouchi Tokyo

Engines of growth

FORTY YEARS ON FROM THE LAUNCH OF ITS FIRST HOTEL, THE ASCOTT LIMITED IS PURSUING TRANSFORMATIVE DEALS TO BECOME A GLOBAL LEADER IN HOSPITALITY. RUTH HOGAN REPORTS FROM YOKOHAMA.

FORTY YEARS ON from the opening of its first hotel, The Ascott Singapore, in 1984, The Ascott Limited now has a presence in over 40 countries, with more than 940 properties – and is showing no signs of a slowdown. The strategic acquisition of global serviced apartment provider, Oakwood Worldwide, in the second half of 2022, has propelled the company’s growth with over 20 new signings since the acquisition. The Oakwood portfolio has grown by more than 20% post acquisition making it one of The Ascott Limited’s fastest growing global brands. With almost 18,000 units to date, Oakwood is now in 48 cities globally, having entered new destinations including Busan in South Korea, Batam and Bali in Indonesia, Penang and Kota Kinabalu in Malaysia, Visakhapatnam, Chennai and Navi Mumbai in India, as well as Ha Long in Vietnam. “With more operationally ready properties coming onstream at a faster pace, we are seeing immediate contribution of the Oakwood portfolio to Ascott’s recurring fee income; which is in line with our aim to double fee earnings to more than S$500 million by 2028,” said The Ascott Limited Chief Executive Officer, Kevin Goh. Ascott will continue to pursue “transformative deals” to accelerate expansion and access new markets, according to Goh. 32

HM The Business of Accommodation

“The strategic benefits of inorganic expansion extend beyond incremental growth,” he said. “They have empowered us to unlock economies of scale, streamline operations, and enhance overall competitiveness over the years. “Coupled with our continued focus on organic signings of management and franchise contracts, we not only intend to keep pace with industry trends but to break new ground and stay ahead, positioning Ascott as a global leader in hospitality.” As an owner and operator, serviced residences has long remained an important

The Oakwood portfolio has grown by more than 20% since Ascott’s acquisition in 2022

part of The Ascott Limited’s portfolio, alongside its hotels and co-living properties through its selection of hospitality brands – Ascott, Citadines, Lyf, Quest, Somerset, The Crest Collection and The Unlimited Collection. At a media briefing in Yokohama, The Ascott Limited’s Chief Financial and Sustainability Officer and Managing Director for Japan and Korea, Siew Kim Beh, told journalists that Asia Pacific continues to be an important market for its brands. “While we have presence all over the world, about 80% of [our business] is in Asia Pacific,” she said.

FEATURE

“That’s also very exciting, because APAC is where we see a lot of growth in terms of travel and there is a lot of opportunity for us to tap into this growing market, while we continue to grow our presence in Europe, and also now in the US as well.”

‘FLEX-HYBRID’ MODEL

Ascott’s ‘flex-hybrid’ model – catering to both long- and short-stay guests has proven invaluable to the business, particularly during the pandemic, Siew Kim Beh explained. “Long stay is on average 50% of our portfolio – which provides a very resilient income even during that time – then the other 50% can flex up to do short stay which will usually generate a higher ADR,” she said. “This flex hybrid model gives us the ability to enhance returns for our owners, while providing that resilience of income. It allows us to be flexible in targeting different guests at different times; to pivot as the demands require and, most importantly, still provide a hospitality experience for our guests.”

Ascott is evolving its coliving concept Lyf to offer a multifaceted hospitality experience Unlike a traditional hotel, Ascott operates under a low staff-to-room ratio, keeping operational costs lower. “Our staff-to-room ratio is generally below one, so it’s a very efficient business model,

with a very high operating margin, which is especially important in times like this where there is a huge labor shortage,” Siew Kim Beh said. This is achieved through outsourcing of certain services such as housekeeping and focusing on the key touchpoints in the guest journey to ensure high guest satisfaction levels. “For us, it’s about being relevant and not overdoing things,” said The Ascott Limited’s Country General Manager for Japan, Christian Badaut, told HM. “We can plug in new operations into our existing structure, so we don’t need heavy overheads like finance, human resources or procurement. “The other thing is multi skilling. Our associates are skilled in various departments and everybody’s very flexible. During more challenging periods, when our associates are hired by one entity, they might go to help out at another property. “We’re all one family, and we help each other.” n

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CONFERENCES Over 100 hotel industry VIPs attended the launch of AHICE South East Asia in April 2023

AHICE readies for South East Asia debut OVER 500 HOTEL INDUSTRY PROFESSIONALS WILL GATHER IN SINGAPORE IN LATE FEBRUARY FOR THE INAUGURAL AHICE SOUTH EAST ASIA.

he first edition of AHICE South East Asia is expected to draw over 500 hotel owners, operators, suppliers and consultants to Singapore when it makes its debut on February 27-29, 2024 at Pan Pacific Orchard, Singapore. AHICE South East Asia will bring together hotel industry professionals from across Asia Pacific providing numerous opportunities for networking and information sharing. Commencing on the afternoon of Tuesday February 27, AHICE South East Asia delegates will have the opportunity to undertake a site tour of The Singapore Edition before the first of several important networking opportunities at the hotel that evening. The Tuesday evening gala welcome event is presented by Marriott International and requires additional registration. On the morning of Wednesday February 28, delegates will explore Singapore’s top new hotels through informative site tours concluding with a site tour and networking 34

HM The Business of Accommodation

lunch, presented by The Ascott Limited, at Robertson House. While conference registration is taking place between 1.00-2.00pm on Wednesday, site tours of the new Pan Pacific Singapore Orchard will also be on offer. The conference officially commences at 2pm with a welcome message from AHICE South-East Asia Chair and Convenor, James Wilkinson, before kicking off with the Essential Industry Outlooks panel. Comprised of experts from CBRE, JLL, STR and Singapore Hotel Association, the panellists will crunch the numbers and share their informed opinions on the future outlook for hotels. The Hotelier Q&A sessions will see a number of top hoteliers take to the stage over the course of the two days including IHG Hotels and Resorts Chief Executive Officer – EMEAA,

AHICE South East Asia will feature interviews with top hoteliers and numerous panel sessions tackling the industry’s hot topics

Kenneth Macpherson; Travel and Leisure Co President and Managing Director International Operations, Wyndham Vacation Clubs, Barry Robinson; Hilton President – Asia-Pacific, Alan Watts; Pan Pacific Hotels Group Chief Executive Officer, Choe Peng Sum; Pro-Invest Group Deputy Chair and CEO APAC, Jan Smits; Marriott International APEC President, Rajeev Menon; The Ascott Limited Chief Executive Officer, Kevin Goh; Swiss-Belhotel International CEO, Gavin Faull; and EVT Director of Hotels And Resorts, Norman Arundel. A total of 19 panel sessions will take place over the two days, including The South-East Asia Hotel Operations Outlook, on Day 1, which will feature a panel of key leaders from Accor, Hilton, IHG Hotels and Resorts, Pan Pacific Hotels Group and Wyndham Hotels and Resorts. A panel session on Integrated Resorts – Expectations For 2024 and Beyond in SouthEast Asia, moderated by IP Protect Director Richard Munro, will bring together experts from CBRE, JLL Hotels and Hospitality Group and more to share their viewpoints. Also on Wednesday, panellists will discuss The Essential South-East Asia Timeshare Outlook as well as The South-East Asia Investment Outlook, presented by IHIF Asia, which will feature leaders from ALTA Capital Real Estate, SC Capital Partners, The Ascott Limited and TCC Land International Thailand.

CONFERENCES

Wednesday evening’s gala networking event, presented by APRDO, will take place at Pan Pacific Orchard, after which delegates can continue networking at a dedicated Networking Bar, presented by Outrigger Resorts and Hotels, Pan Pacific Hotels Group, Wayfarer and De Beaurepaire Wines. On Thursday February 29, the sessions kick off with a panel discussion on Essential Sustainability: The Keys to Success In 2024 And Beyond, which will be followed by a presentation on The South-East Asia Investment Outlook by CBRE Capital Markets Associate Director, Hotels and Hospitality Asia, Stella Blythe. Throughout the day, guests will hear hotel leaders and industry experts discuss the South-East Asia Hotel Development Outlook; 2024 Essential Food and Beverage Trends; The Boutique, Lifestyle and Luxury Boom – featuring Hilton’s newly appointed Vice President, Luxury Brands – Asia Pacific, Hilton, Candice D’Cruz, among a stellar lineup – Apartment Hotels, Branded Residential and more.

Delegates will have ample opportunities to connect with industry colleagues A human resources panel will discuss the power of people, and a session on The Sensory and Wellness Hotel Guest Journey will explore the various touchpoints that can impact the guest’s overall experience. White label, resorts, property, and tourism are among the big topics up for discussion on Day 2 as well as a session dedicated to the

Maldives market, which will offer a deep dive into opportunities for hotels. AHICE South East Asia will conclude with a gala networking event, presented by Pan Pacific Hotels Group, at the remodelled Pan Pacific Singapore, with private buses departing after the sessions to take delegates there. http://ahiceconference.com/southeastasia/ n

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CONFERENCES

A launch event for AHICE Fiji was held in December 2023

AHICE launches all-new Fiji Islands Summit THE NEW SUMMIT IS SET TO DEBUT ON JULY 3-4, 2024, AT SOFITEL FIJI RESORT AND SPA ON DENARAU ISLAND.

otel and tourism investment in the Fiji Islands is set to be given a global boost, following the launch of an all-new AHICE branded conference in partnership with one of the world’s leading travel organisations, Tourism Fiji. Set to debut on July 3-4, 2024, at Sofitel Fiji Resort and Spa on Denarau Island, the Asia-Pacific Hotel Industry Conference and Exhibition (AHICE) Fiji Investment in Tourism Summit is set to discuss and showcase the incredible opportunities in the South Pacific nation. A cocktail event was held in December at the Sheraton Fiji Golf and Beach Resort – sponsored by Marriott International, De Beaurepaire Wines and Tappoo and attended by almost 100 leading hotel owners, operators, consultants and suppliers from across Fiji and Asia-Pacific – to celebrate the launch of an exciting partnership between AHICE and Tourism Fiji that has already delivered immense interest from global hotel chains and investors like. 36

HM The Business of Accommodation

AHICE Founder, Global Chair and HM Editor-In-Chief, James Wilkinson, said there is an incredible opportunity to boost investment in the Fiji Islands and the new event will be about ensuring the nation continues to attract global attention. “The Fiji Islands has an immense opportunity to grow investment in hotels and tourism and we are proud to be helping deliver that message globally through the launch of the AHICE Fiji Investment in Tourism Summit,” he said. “We are thrilled to be working with Tourism Fiji and Investment Fiji to deliver a world class conference that will grab the attention of investors across the world. “Plans for the event in July 2024 are already well advanced, as is a guest list of investors

Hotel industry professionals from Fiji and the Pacific attended the AHICE launch

who are deploying capital in the industry across the world. “Fiji should be home to more of the world’s best hotel brands, leading attraction businesses and more and we are excited to be helping bring investors who can deliver that to the Fiji Islands.” The launch of the AHICE Fiji Investment in Tourism Summit follows the delivery of a successful investment summit by Tourism Fiji and the organisation’s Chief Executive Officer, Brent Hill, said he was excited about the opportunity to supercharge the investment message in partnership with AHICE. “It’s really exciting to launch the AHICE Fiji Investment in Tourism Summit,” Hill said at the launch event on December 14. “We attended AHICE Asia Pacific in Adelaide in May this year and it was such a great opportunity to talk Fiji to all these people that were there and I just couldn’t believe the amount of major investors that were there. “We had so many opportunities and so many networking opportunities, so it was an obvious thing for us and Investment Fiji to partner up with AHICE to ensure that we get really heavy hitters next year in July. “We’re really excited and we’ve already put a lot of feelers out and James [Wilkinson] is very confident we’re going to have a really good guest list and a fantastic two days. “We will do our absolute best to make sure that that investment flows through quickly and it works for everybody… so that everybody in Fiji’s life gets lifted. “I’m really excited about the summit in 2024 and I think it’s fantastic,” Hill told the crowd at Sheraton Fiji Golf and Beach Resort. The AHICE Fiji Investment in Tourism Summit will be held on July 3 and 4, with the first day an opportunity to undertake hotel site tours across Fiji, followed by a full day conference the next day at Sofitel Fiji Resort and Spa. Topics will cover hotel and tourism investment, aviation, attractions, food and beverage operations, human resources and much more. The AHICE Fiji Investment in Tourism Summit is the fifth AHICE conference event in the HM portfolio, joining AHICE Aloha (Honolulu, late Nov 2024), AHICE Aotearoa (New Zealand, late Sep 2024), AHICE Asia Pacific (Adelaide, May 1-2, 2024) and AHICE South East Asia (Singapore, Feb 27-29, 2024). Tickets are now on sale for the inaugural AHICE Fiji Investment in Tourism Summit and sponsorship enquiries are also open at ahiceconference.com/fiji/ n

MERITON SUITES A U S T R A L I A’ S L A R G E S T O W N E D & O P E R A T E D H O T E L C O M P A N Y

For more than 20 years, Meriton Suites has taken pride in offering a world-class experience that combines warmth and genuine Australian hospitality. With 23 hotels nationally, our diverse range of exquisite hotels are strategically located to offer an immersive and unique stay for every guest. Whether guests seek the tranquility of pristine beaches or the vibrancy of city life, Meriton Suites delivers consistency throughout. Our apartmentstyle suites are carefully designed with every detail crafted to make them feel like home. Spacious living areas, fully equipped kitchens and chic furnishings create a welcoming ambiance that goes beyond the traditional hotel stay. Enjoy the pinnacle of Australian hospitality with Meriton Suites.

meritonsuites.com.au

PARTNERSHIP

Wonil Hotel Perth was the first Handwritten Collection hotel to open in Australia

SIGNATURE STYLE Twelve months on from its launch, Accor’s Handwritten Collection continues to gain momentum globally.

andwritten Collection celebrated its first anniversary in January, with a burgeoning roster of charming and diverse hotels around the world. Through the creation of the new collection brand, Accor is broadening its portfolio of boutique hotel offerings and bringing together small to mid-size hotels that authentically reflect the character and warmth of the people who love and look after them. Since launching just 12 months ago, Handwritten Collection has opened 12 bespoke properties in countries such as France, Italy, Malta, Poland, Estonia, China, Singapore, Thailand, and Australia with Hotel Morris Sydney and Wonil Hotel Perth. With around 25 hotels in the pipeline to open in 2024 and beyond and over 150 projects and leads under active investigation, Handwritten Collection is becoming one of the fastest-growing collection brands in the world. 38

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Handwritten Collection marked its first anniversary in January 2024

PARTNERSHIP

cocktail, a design motif, or the welcome of a friendly pet – these are just a few of the ways Handwritten Collection hotels express the personal traits and passions of their hosts.

HANDWRITTEN COLLECTION HOTELS IN THE PACIFIC

Handwritten Collection properties have opened in 12 locations across Europe and Asia to date

“The brand has huge potential for growth.” Lindsay Leeser, Accor Pacific

Accor Pacific Chief Development Officer, Lindsay Leeser, said: “Handwritten Collection was designed to support the growing number of independent hotels who want to leverage the powerful benefits of a leading global hotel group, while retaining the unique character they have curated. “We are very pleased with the incredibly positive response to Handwritten Collection from owners and partners in our first year. The brand has huge potential for growth, and we are in active discussions for several new Handwritten Collection hotels in Australia and New Zealand.” Collection brand hotels, like Handwritten Collection and MGallery, are proliferating around the world at a rate of 25% a year, with one of the highest growth rates in the industry today. This data supports the ambitious growth plan of Handwritten Collection. Accor Pacific Chief Operating Officer PME, Adrian Williams, said: “Much like a handwritten note, the signature style of each host at a Handwritten Collection hotel is what guests remember and what really sets the brand apart. This resonates with travellers who are eager to experience their destinations more fully. “Handwritten Collection taps into a growing desire for unique hotels with charm and

personality, while delivering the assurance of Accor’s high standards of hospitality and globally renowned membership benefits.” The hoteliers, or hosts, of each Handwritten Collection hotel are passionate people who welcome guests into their world. The personal touches that each host shares with guests reflect their tastes, interests, and little quirks of their personalities. Guests discover these touchpoints at various moments throughout their stay. A culinary specialty, a unique

Residing within a historic Italian Renaissance styled building, Hotel Morris Sydney – Handwritten Collection is a rare example of the renowned Inter-War Palazzo style by architect, Virgil Dante Cizzio. The hotel has found new life as a boutique hotel with an evocative bar – poised like dusk, between old and new, light and dark, Italian design and Australian influence. Each venue represents a distinct but interlinked story and to move between the bar and hotel is to experience a transition in mood and design. Touchpoints of the host’s penchant for Italian culture include a refreshing Italian drink on arrival; a ‘Bar Morris bill ritual’ of dice for a chance at a complimentary Amaro nightcap; and a deck of ‘scopa’ playing cards placed in-room. Wonil Hotel Perth – Handwritten Collection is a beautifully designed and picturesque hotel that radiates a sophisticated allure through its carefully curated interiors. The host, a director of the Forrest Research Foundation, shares his passion for knowledge and higher learning throughout the hotel. The welcome letter to guests sets the tone, detailing fun facts about research projects happening in the area. With a focus on conservation and environmentally sustainable design, the hotel is named after the wonil – the Noongar name for ‘peppermint tree’, which grows on the riverbank where the hotel resides. Peppermint-infused cookies in each guestroom create a delightful association and sensory experience of the region. n

Hotel Morris Sydney Handwritten Collection

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SUPER FUND OF THE

YEAR Hostplus is a top-performing super fund that puts members ﬁrst. That’s why we’re proud to have been named Money magazine’s Best Super Fund 2024. Judged on strong performance, value for money, and an ongoing focus on members, we’re thrilled to receive this recognition.

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Best Super Fund 2024 is awarded by Money magazine. Visit moneymag.com.au for awards criteria. Awards and ratings are only one factor to consider when choosing a super fund. Past performance is not a reliable indicator of future performance. General advice only. Consider the relevant Hostplus PDS and TMD at hostplus.com.au and your objectives, ﬁnancial situation and needs, which have not been accounted for. Issued by Host-Plus Pty Limited ABN 79 008 634 704, AFSL 244392 as trustee for the Hostplus Superannuation Fund, ABN 68 657 495 890. HP2808

2024 INDUSTRY LEADERS FORUM

WELCOME TO THE 22ND EDITION OF THE HM INDUSTRY LEADERS FORUM – YOUR COMPLETE OUTLOOK FOR THE YEAR AHEAD WITH EXPERT VIEWS AND INSIGHTS FROM LEADING HOTELIERS, TOURISM PROFESSIONALS AND SUPPLIERS ACROSS ASIA PACIFIC AND THE WORLD. 42

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GLOBAL LEADERS

Sébastien Bazin Chief Executive Officer, Accor Digitalisation and data are the new gold for enhancing bespoke guest experience.

2023 WAS ALL about doing what we do best: anticipating opportunities, constantly innovating and putting people at the heart of what we do with a strong focus on executing our plans. Our highly skilled talents, unique geographic footprint, unrivalled brand portfolio, industry-leading digital expertise and daring spirit gives us the platform for our next chapter of growth. We evolved to an optimised organisational structure – Premium, Midscale and Economy on the one hand, and Luxury and Lifestyle on the other – which allow us to further unlock our potential. We are curating one of the most extraordinary global luxury portfolios and with Orient Express Silenseas we marked the beginning of a new adventure. This exceptional sailing yacht, with roots in Orient Express’ history, will revolutionise the maritime world with new technology to meet today’s sustainability challenges. Another exceptional highlight has been the opening of Raffles London at The OWO, one of the most important moments in the history of the Raffles brand, synonymous with legendary service, glamour and art. I’m proud to say we continued putting sustainability at the core of everything we do. Doing just enough is not enough. We must continue to contribute more than we take. In China, we launched an educational whitepaper on sustainable travel setting out actions for key domestic stakeholders – from the everyday to the systemic – to support the hospitality of tomorrow. Systemic change will only be achieved through collaborative action. Working with our peers will enable us to bring to life a responsible hospitality model and that’s why we co-founded the Hospitality Alliance for Responsible Procurement, a groundbreaking industry collaboration which will transform procurement and support our shared sustainability vision. Independent certification is a must-have for hotels to help guests make sustainable travel decisions, so we signed global partnerships with two certification programs, Green Key and Green Globe in 2023. We have ambitiously expanded into key markets such as China, Japan and Saudi Arabia, boosting our international growth. We’ve capitalised on the booming tourism industries in these countries by offering authentic experiences through a diverse portfolio of brands. In China, we signed approximately 125 hotel partnership projects, capturing the nation’s resilient domestic travel sector. Globally, our new Handwritten Collection encapsulates our commitment to unique and authentic guest experiences. Our progress in the fast-growing branded residences segment has also

“Systemic change will only be achieved through collaborative action.” Sébastien Bazin, Accor

continued, with a focus on facilitating over 150 branded residences by 2027 through our innovative Accor One Living platform. We are navigators of the now and what is to come. There are a number of trends driving the travel of today and tomorrow. We have embraced the “work-fromanywhere” shift and deliver unique and immersive experiences through lifestyle, luxury and long-stay offerings, all-inclusive resorts, and extended stay accommodations. Digitalisation and data are the new gold for enhancing the bespoke guest experience, freeing up time for the hotel teams to focus on providing irreplaceable human interaction. Travellers have growing expectations around sustainability, and our commitment is evident through initiatives such as eliminating singleuse plastics, promoting gender diversity, measuring carbon emissions and providing ESG training to talents. Our holistic approach positions us as a leader in the ever-evolving hospitality landscape. In 2024, we have planned our most diverse and impressive line-ups of new hotel openings to date, with a collection of exciting projects across our 45+ unique brands. n

SNAPSHOT: ACCOR Year the company was founded: 1967 Year first hotel opened: 1967 Globally; 1982 APAC; 1991 ANZSP Number of brands in the organisation: 40+ Current number of hotels and rooms (Globally): More than 5,300 hotels; 810,000+ rooms Current number of hotels and rooms (Asia-Pacific): More than 1,400 hotels; 258,000+ rooms Current number of hotels and rooms (ANZP): 400 hotels; 64,000+ rooms Head office locations: Paris, Singapore, Sydney

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GLOBAL LEADERS

Larry Cuculic

President and Chief Executive Officer BWH Hotels Time to embrace sustainability and promote responsible travel. MORE THAN EVER, the hospitality industry exemplifies resilience, growth and purpose. At BWH Hotels, a steadfast, strategic approach to our brand and guest experience allowed us to adeptly navigate the global challenges of the last few years and celebrate a highly successful 2023. Now, we are bringing that mindset into 2024 and being especially intentional with our global impact as a leading hospitality group. Regarding development, we are continuing to prioritise our international presence, driving a new era of growth in the Asia Pacific region with 16 hotels opening last year across Thailand, India, the Philippines, Indonesia, Japan, and Vietnam. We are also thoughtfully expanding our portfolio in other key destinations. Last year, we added properties in Africa, Europe and the Americas that deliver the trusted, exceptional service travelers have come to appreciate. It has been particularly exciting to watch the growth of WorldHotels as it enhances our global roster to include the luxury segment. Hotel Alhambra Palace in Granada, Spain and Villa Fontaine Grand Haneda Airport in Tokyo are two recently opened properties that offer the standout hospitality for which WorldHotels is known. We assessed where we could make the most impact internationally in 2024, and Latin America emerged as a focus. While BWH Hotels is a strong driver of development in the region, there is additional potential to maximize our portfolio and meet the increasing demand in countries such as Mexico, Brazil and Peru, which are expected to see thousands of rooms added to their markets. We currently offer 76 properties within Latin America with 30 slated for development over the next two years. Aiden by Best Western will debut its first hotels in key areas of Latin America in 2024, including Quito, Ecuador, Mexico City, and Georgetown, Guyana. Travelers can also look forward to WorldHotels’ first property in Mexico, slated to open in Zapopan, Antares in Guadalajara in 2025. While portfolio development provides numerous benefits, we recognise how essential it is for the hospitality industry to address worldwide challenges and establish sustainability practices to further support the communities we serve. In 2023, BWH Hotels created a new global sustainability initiative called “Because We Care”, which focuses on three important pillars: Earth, People and Community. We are celebrating the significant efforts our hotels are taking to embrace sustainability and promote responsible travel. Further enhancing conservation efforts across North America, BWH Hotels partnered with Green Key Global, 44

HM The Business of Accommodation

“[We are] being especially intentional with our global impact as a leading hospitality group.” Larry Cuculic, BWH Hotels

a leading sustainability certification organisation for the hotel industry, which will enable properties to take their sustainability efforts to new heights and implement a standardized program. In 2024, BWH Hotels will begin installing electric vehicle charging stations in collaboration with Tesla at select hotels in North America – with plans to expand internationally – for the added convenience to travelers and positive environmental impact. BWH Hotels has a 77-year legacy of outstanding hospitality that will continue because of the thoughtful approach and dedication of our team, partners, and new and returning guests. We look forward to another successful year in this exciting, ever-evolving industry. n

SNAPSHOT: BWH HOTELS Year the company was founded: 1946 Year first hotel opened: Globally 1946 | APAC 1993 | ANZSP 1975 Number of brands in the organisation: 19 Current number of hotels (Globally): 4,300+ Current number of hotels (Asia-Pacific): 235 Current number of hotels (ANZP): 71 Head office locations: Phoenix, Bangkok, Sydney

Hotel Alhambra Palace in Granada opened in Spain in 2023 as part of the WorldHotels collection

www.dallendesign.com.au

GLOBAL LEADERS

Kenneth Macpherson Chief Executive Officer – EMEAA IHG Hotels and Resorts Confidence in travel has returned across the globe.

IT’S MY PLEASURE to wish you a happy and prosperous New Year. I’m sure you share my optimism for what 2024 holds for our industry, in Australasia and Pacific and around the world. This time last year, I wrote in these pages about the ongoing recovery we were seeing in many markets. Fast forward 12 months and – despite the challenges that remain – it’s great to know that the outlook continues to be positive. Confidence in travel has returned across the globe, people are booking trips for leisure and business, and demand for hotel stays is surpassing 2019 levels in numerous destinations. This feel-good factor is never something that we should take for granted, and at IHG Hotels and Resorts we have started 2024 focused on a strategy that’s seeing us grow our business and support those of our owners by making exciting investments that drive returns and deliver world-class guest experiences. Elie Maalouf took over as IHG’s Global CEO in May, since then we have evolved our plans at both local and global levels, including across important markets such as Australasia and Pacific. We’re both very excited about our future in this beautiful part of the world, where we have superb properties, run by exceptional hotel teams, and collaborate with outstanding partners. Of course, just as important as what you do is how you do it, and I’m proud that IHG’s commitment to responsible business will continue to shine through this year – just as it did over the past 12 months as we 46

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supported the victims of 14 natural disasters, including the Auckland floods, and made strong progress in all areas of our Journey to Tomorrow 10-year plan. Leading our business in the region since 2018 has been my esteemed colleague and friend, Leanne Harwood. As many of you will know, Leanne will be starting a new role within IHG as SVP, Managing Director Luxury and Lifestyle for the Americas on March 1 – a wonderful achievement of which she and her team should be very proud. It’s clear recognition of Leanne’s outstanding contribution to IHG while based in Sydney, from where her stewardship of our business has left us in a strong position to continue to drive growth in partnership with our owners. The progress we’re making was also recognised at the HM awards at the end of last year, where I was honoured to be named APAC Hotelier of the Year – an accolade I consider to be a team award and recognition for everything my colleagues in the region are achieving. Thank you again for that, and my gratitude also to the Australian Federal, State and Territory governments, Accommodation Australia and the Tourism and Transport Forum for all of your ongoing support. I look forward to seeing many of you at AHICE in May, where it’s always a pleasure to reconnect with many friends and partners and support the AHICE brand, which continues to go from strength to strength. Here’s to another year of collaborations and success in 2024. n

SNAPSHOT: IHG HOTELS AND RESORTS

“This feel-good factor is never something that we should take for granted.” Kenneth Macpherson, IHG Hotels and Resorts

IHG’s Holiday Inn and Suites continues to gain momentum

Year the company was founded: 1777 (as Bass) Year first hotel opened: Globally 1946 | ANZSP 1962 Number of brands in the organisation: 19 Current number of hotels and rooms (Globally): 6,261 hotels; 930,000 rooms Current number of hotels and rooms (EMEAA): 1,205; 241,138 rooms Current number of hotels and rooms (ANZP): 73 hotels; 14,807 rooms Head office locations: Windsor, Sydney

www.weathe

rdon.com.au

sales@wea therdon.co m.au

GLOBAL LEADERS

Bob van den Oord Chief Executive Officer Langham Hospitality Group Strength in brands essential for hospitality industry renaissance.

AS WE ENTER 2024, Langham Hospitality Group (LHG) can take pride in a year marked by key achievements, record profits and forward-thinking strategies. Those achievements notably included the expansion of our footprint and development plans in China, where we are headquartered. Central to our accomplishments in the country was the opening of a new hotel in Xuzhou under our Cordis brand, which caters to the upper-upscale segment. The 269-key property offers panoramic views of Dalong Lake and is conveniently located in the heart of the city’s newest business hub. Also conveniently located is the second hotel we launched under our budding mid-scale select service brand, Ying’nFLo. The 251-room Ying’nFlo Wesley Admiralty, which opened in the third quarter and is undergoing final renovations, is situated in Hong Kong where it towers over the city’s famous trams and glitzy architecture. Turning to our flagship brand, our newest properties under the label – The Langham, Jakarta and The Langham, Gold Coast – continued to outperform. We also saw notably strong performances in the US and UK for The Langham generally. These hotels, together with the now-expanded Cordis, Auckland, accounted for much of our year-onyear revenue gains for the group, which reported its highest annual profit to date. Adding to those gains was LHG’s recent addition of the Eaton hotel brand. Formerly part of a separate entity under our holding company, Eaton operates in the lifestyle segment and is all about improving livelihoods and enhancing one’s health and creativity. As to the year ahead, the overarching focus will be on strengthening our hotel brands to enable them to capitalise on the renaissance we’re seeing in the hospitality industry. There will be several initiatives linked to this goal, one of which will be to increase our number of co-branding initiatives. These will of course build on the successes we had with Bulgari, Valentino, Netflix and other household names in 2023. At the same time, we will strive to extend our culinary leadership – another key component of our brands. We have seven Michelin stars, four Black Pearl Awards, numerous destination bars and truly fantastic restaurants led by globally renowned chefs. We need to hone our edge here. The new year will additionally see us up our commitment to sustainability through our EarthCheck certification and benchmarking programme, plant48

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“We will also up our commitment to digital innovation and big data to better serve our guests.” Bob van den Oord, Langham Hospitality Group

based and sustainable sourcing efforts, and our sustainable waste management schemes. We will also up our commitment to digital innovation and big data to better serve our guests in a way that is comprehensive and always-on. Last but not least is our culture. Our group has a unique way of operating that was born out of our British roots and Asian hospitality approach. It’s an ethos we call The Langham Way and manifests itself as a uniquely authentic and unpretentious form of guest servicing. Given how guest expectations are changing, this needs to now take a front-row seat. n The Langham, Gold Coast continues to outperform

SNAPSHOT: LANGHAM HOSPITALITY GROUP Year the company was founded: 2003 Year first hotel opened (Globally/APAC/ANZSP): 1865 - The Langham, London Number of brands in the organisation: 4 Current number of hotels and rooms (Globally): 31 hotels; 11,103 rooms Current number of hotels and rooms (Asia-Pacific): 24 hotels; 7,683 rooms Current number of hotels and rooms (ANZP): 4 hotels; 1,633 rooms Head office locations (Globally/APAC/ANZSP): Hong Kong

GLOBAL LEADERS

Jerry Xu Chief Executive Officer La Vie Hotels and Resorts Owners are seeking alternatives to the offerings provided by traditional hotel brands.

LA VIE HOTELS and Resorts entered 2023 intending to consolidate on the strides made so far while enhancing its commercial capabilities. This involved strengthening internal teams and external partnerships, launching new brands, and venturing into exciting collaborations, marking significant milestones within the past 12 months. Operational excellence was a cornerstone of this progress, and I am proud of what we were collectively able to achieve as a team. Over the last 12-18 months there has been a noteworthy surge in interest surrounding the thirdparty hotel operator model, driven by a growing inclination towards alternative options. Many owners are seeking alternatives due to dissatisfaction with the offerings provided by traditional hotel brands. A pivotal aspect of La Vie’s success is our owner-centric franchise model. This model uniquely allows property owners to benefit from the company’s expertise in hotel management while maintaining transparency. Owners are increasingly turning to third-party management, finding it to be a strategic and advantageous approach for their hospitality ventures. In 2023, La Vie proudly introduced NOOE Hotels and Restaurants, a lifestyle brand with its flagship location in the picturesque Atoll of Kunaavashi in the Maldives. Additionally, a collaboration with Radisson Hotel Group resulted in the development, management, and operation of 30 hotels under renowned brands such as Radisson Blu, Radisson Red, Radisson, Park Inn by Radisson, and Country Inn and Suites by Radisson. The portfolio expanded further with the management takeover of Adge Hotel and Residences and 202 Elizabeth in Sydney’s Surry Hills, both adding unique stories to the vibrant inner-city suburb. As the company entered a consolidation year, it reaffirmed its commitment to excellence, strengthened partnerships, and navigated the evolving landscape of the hospitality industry, particularly in the Asia Pacific region. A highlight of 2023 was the executive team’s visit to the USA. During these visits, the executive team engaged with notable companies such as Ambridge and Davidson Hospitality. The primary objective was to fortify the owner-centric franchise model within Asia Pacific by learning from the mature markets prevalent in the United States. This opportunity gave foresight to the executive team and turned knowledge into actionable insights, enabling La Vie to effectively navigate the franchise model within Australia and Asia Pacific and ensure the best possible returns for our investors and 50

HM The Business of Accommodation

“There has been a noteworthy surge in interest surrounding the third-party hotel operator model.” Jerry Xu, La Vie Hotels and Resorts

owners. The United States served as a massive learning opportunity, equipping the executive team with valuable insights. Despite the slower adoption of this model in Australia, La Vie is geared for massive growth in 2024, deploying additional resources to capitalise on the evolving market, as more owners migrate to the thirdparty management model. We anticipate 2024 to be a prosperous year for La Vie Hotels and Resorts, underlined by major signings and a commitment to delivering operational excellence and exceptional experiences for our guests. We have been developing and adding resources to our teams here in Sydney as well as in Bangkok and Dubai and we are well-positioned to contribute to a big year of hospitality ahead and growing our already established foothold in Asia Pacific. n Lifestyle brand NOOE launched in the Maldives in 2023

SNAPSHOT: LA VIE HOTELS AND RESORTS Year founded: 2014 First hotel opened: 2014 in Singapore Number of brands: 18 Number of hotels and rooms (Globally): 21 Hotels; 1860 rooms Number of hotels and rooms (APAC): Hotels and Rooms: 8 hotels; 1,119 keys Number of hotels and rooms (ANZP): 12 hotels; 713 keys

GLOBAL LEADERS

Jeff Wagoner President and CEO Outrigger Hospitality Group Patience and adaptability is needed in navigating the journey to global travel stability.

AS WE STEP into 2024, the rhythm of the hospitality industry pulses with both challenges and untapped opportunities. Following a positive leisure-market performance and rebound in 2022 and 2023, Outrigger Resorts and Hotels is poised for a year of sustained growth and innovation with a steadfast commitment to our core values. Assessing the current market landscape, it is evident that – aside from the leisure market – global stability remains elusive, primarily due to the lasting impacts of Covid-19 reshaping the fabric of travel. Using Japan as an example, despite the market being open for a considerable period, destinations such as Hawai‘i have only recovered 40% of its 2019 levels from this country – highlighting a gradual rather than an immediate return to pre-pandemic conditions. This complexity underscores the challenges in reaching full capacity, compounded by factors such as currency considerations and geo-political strife. Outrigger’s strategic focus in 2024 aligns with the evolving dynamics of this environment. Notably, the leisure travel sector has rebounded at a faster pace compared to business and group travel, following historical trends observed after global financial crises and major events such as 9/11. Foreseeing potential global travel stability around mid-2024 or 2025, we recognise the importance of patience and adaptability in navigating this journey. We remain committed to investing in premier beachresort communities, undaunted by prevailing challenges in debt markets and inflation. Resort acquisitions and third-party management take center stage, particularly in the promising regions of Oceania and Asia Pacific, as we have confidence in the long-term growth potential of these vibrant locales. Our development pipeline is robust, and we look forward to seeing the opportunities that present themselves this year. Outrigger has spent the last six years on a mission to transform the brand into a contemporary, barefoot luxury experience. Today, we are on the cusp of realising this objective. In 2023, our Hawai‘i footprint expanded with two new premier beachfront resorts on Maui and Kaua‘i. We completed the US$85 million transformation of Outrigger Reef Waikiki Beach Resort and a multi-million dollar refurbishment at Outrigger Fiji Beach Resort. This year, property enhancements are underway at Outrigger Kona Resort and Spa on Hawai‘i Island, Outrigger Kā‘anapali Beach Resort on Maui and Ohana Waikiki

“Outrigger’s vision for 2024 is about setting new standards.” Jeff Wagoner, Outrigger Hospitality Group

East on O‘ahu. Exciting additions, such as the brandnew Cirque du Soleil show coming to Outrigger Waikiki Beachcomber Hotel this December exemplify our vision to redefine the guest experience. Outrigger’s vision for 2024 is about setting new standards, pushing boundaries and delivering unparalleled beach experiences to our guests from around the globe. Our pledge to Environmental, Social and Governance (ESG) principles is a cornerstone of this identity; we’re proud to be Green Seal Certified in Hawai‘i, Fiji and Mauritius with an overarching focus on healthy oceans and coral reefs through our Outrigger Zone conservation initiative. Here’s to a year of growth, innovation and creating unforgettable moments that resonate throughout the industry. n Outrigger Fiji Beach Resort has undergone a multi-million-dollar refurbishment

SNAPSHOT: OUTRIGGER HOSPITALITY GROUP Year the company was founded: 1947 Number of brands in the organisation: 3 Current number of hotels and rooms (Globally): 32 hotels; 6,000 rooms Current number of hotels and rooms (APAC): 7 hotels; 1,000 rooms Head office locations: Honolulu; Phuket; Sydney

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GLOBAL LEADERS

Dave Baswal Chief Executive Officer Ovolo Hotels Turning challenges into opportunities

“DYNAMIC TIMES” IS a perfect way to describe the previous years, including 2023. We’ve decided to approach the market boldly, remaining nimble to all the changes thrown our way. In 2023, we found opportunities in challenges and made great things happen at Ovolo, solidifying our presence across Southeast Asia and Australia. This year, we opened the doors to the revamped Laneways By Ovolo. Inspired by 80’s memphis nostalgia and infused with creative flair, it is the evolution of the much-loved Ovolo Laneways, with all-new drinking and dining venue Amphlett House spearheaded by celebrated chef and restaurateur, Ian Curley, and Room 303, a unique suite in our collection styled by Neale Whitaker, with limited-edition art pieces and soft furnishings, as well as a 100-song Spotify playlist of Neale’s favourite tracks. At the same time, we celebrated the 2nd birthday of Ovolo South Yarra located in Melbourne, a unique hotel which we opened amidst the global pandemic. We have announced the launch of TriO Capital, the dedicated investment and asset management arm of the Ovolo Group. TriO is a strategic milestone for the group, providing a dedicated platform for the purpose of working with third-party capital, to unlock value in owned hotel assets across the region and deliver strong returns for investors. We’ve successfully sold our boutique designer hotel, The Inchcolm by Ovolo, in a move to recycle capital for continued expansion, particularly into growth markets – we will look to continue this strategy into 2024. In 2023, our utmost priority was connecting emotionally to our guests and ensuring that at every step of the way, they can create great memories with Ovolo effortlessly. Wherever our guests’ needs and expectations are, we follow and infuse our brand’s values into it. For instance, one of the consequences of the global pandemic, is certain financial challenges people faced. With a deep belief that travelling should be accessible for all, Ovolo became the first hotel collection to offer PlanPay a credit-free ‘buy now, pay later’ option, making booking a hotel more effortless and ethical. Now, guests can lock in room rates ahead of time (up to two years in advance) to protect from any price hikes and pay for their stay with instalments of their choice. As modern travellers seek unique experiences, Ovolo has made a point to align ourselves with local brands, that can be a great extension of our values in fashion, art, music and environment, like Art Central and Affordable Art Fair across Australia and Hong Kong, World’s 50 Best Bars during the Negroni Month, and Rip Curl Surf 52

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“We’re doing things differently for all the right reasons.” Dave Baswal, Ovolo Hotels

School for Mamaka by Ovolo, Bali. With heightened awareness of environmental issues, travellers are actively seeking eco-friendly accommodation and experiences. In 2021, we formalised our commitment by developing a strategic roadmap that sets new standards across each of our environmental, social, and governance goals. And in 2023, we made great progress, achieving Earth Check’s Benchmark Bronze, by actively reducing waste within each hotel, and contributing to our local communities. But most importantly, we’ve invited guests on a journey towards a brighter future for all through our Do Good. Feel Good. Sustainability commitment. Through greater transparency, ethical action, and a genuine sense of responsibility, we’re doing things differently for all the right reasons. n

Ovolo South Yarra celebrated its 2nd birthday in 2023

SNAPSHOT: OVOLO HOTELS Year the company was founded: 2002 Year first hotel opened (Globally/APAC /ANZSP): 2010 - Ovolo Central in Hong Kong Number of brands in the organisation: 2 Current number of hotels and rooms (Globally): 13 hotels; 1,162 rooms Current number of hotels and rooms (Asia-Pacific): 5 Current number of hotels and rooms (ANZP): 8 Head office locations (Globally/APAC/ANZSP): Hong Kong

GLOBAL LEADERS

Choe Peng Sum Chief Executive Officer Pan Pacific Hotels Group Targeting Chinese travellers through social and e-commerce.

AT PAN PACIFIC Hotels Group, we remain focused on establishing the brand as a trusted global hospitality group. We have been recognised as the Best Regional Hotel Chain for seven consecutive years, and our aim is to expand our footprint in the global landscape. To achieve this, we are committed to growing our three brands – Pan Pacific, Parkroyal Collection and Parkroyal – as well as building our digital capabilities to meet the demands of modern travellers and guests. In 2023, we launched Parkroyal Langkawi Resort, Pacific Serviced Suites Nairobi, Pan Pacific Orchard Singapore, Bellustar Tokyo - A Pan Pacific Hotel, and Hotel Groove Shinjuku – a Parkroyal Hotel. As part of our strategic growth plan, our foray into Jakarta this year will see three new openings; Parkroyal Serviced Suites Jakarta, Pan Pacific Jakarta, and Parkroyal Jakarta. These new properties will offer diverse accommodation options to meet the varying needs of modern travelers and cement our presence in Indonesia. Significantly, we evolved the Pan Pacific brand into version 2.0, focused on refining our offerings to ensure we remain relevant. An illustration of this commitment is the extensive and ongoing renovation of Pan Pacific Perth’s 488 guest rooms and suites, the lobby and Porte cochere, Pan Pacific Club Lounge, convention facilities, and dining outlets – which redefines the brand’s essence of graceful luxury with an emphasis on the guest experience. Similarly, we are strategically repositioning our Parkroyal brand, emphasizing its sustainability advantage with a robust social-local offering. The soon-to-open properties in Dalian, Jakarta and Melaka exemplify our commitment to providing upscale accommodation that aligns with the evolving needs of the market. Looking ahead, we are anticipating exciting announcements in the coming months as we continue our expansion plans. Acknowledging the shift in the travel landscape, driven by AI integration and sustainable travel we are attuned to the changing needs of consumers. Travellers now seek holistic experiences encompassing both the hotel and destination, with a heightened awareness of environmental considerations. To address these trends, our digital unit is deeply committed to data mining and leveraging on various communication channels with our guests. Implementing a comprehensive Marketing Technology ecosystem, Pan Pacific’s website was revamped to reflect an improved site architecture, enhanced user

“We evolved the Pan Pacific brand into version 2.0.” Choe Peng Sum, Pan Pacific Hotels Group

journey and customer interactivity. To effectively target the Chinese market, we have optimised our social and e-commerce ecosystem, leveraging platforms like WeChat Mini Program, Xiao Hong Shu, and Fliggy Store. Pioneering live streaming of our properties, we have also opened e-commerce platforms and an E-Shop for delivery services, catering to a global audience, especially in China through our WeChat platform. These endeavors position us to meet the current demands of our domestic markets while preparing for the anticipated influx of Chinese travellers. n

Parkroyal Langkawi Resort launched in 2023

SNAPSHOT: PAN PACIFIC HOTELS GROUP Year the company was founded: 1975 Year first hotel opened (Globally / APAC / ANZSP): 1976 - Sari Pan Pacific in Jakarta Number of brands in the organisation: 3 Current number of hotels & rooms (Globally): 57 properties; 16,373 rooms Current number of hotels & rooms (APAC): 50 properties; 14,692 rooms Current number of hotels & rooms (ANSP): 6 hotels; 2,035 rooms Head office location: Singapore

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GLOBAL LEADERS

Gavin Faull Chairman and President Swiss-Belhotel International Investment in people will help us rise to challenges.

COMING OUT OF a period of stagnation, 2023 proved to be a period of expansion and new initiatives. With the backing of a private equity investor in Indonesia; with the setting up of a joint venture management arm associated with a REIT opportunity in Malaysia; with the signing of an alliance in China with the China Tourism Group; with the acquisition of the minority shares in Swiss-Belhotel International The Middle East giving Swiss-Belhotel International 100% holding; Swiss-Belhotel International Group is in an acquisition mood. The group is looking for new opportunities both from a hotel management aspect to a corporate and investment opportunity which will see Swiss-Belhotel International well placed to expand into Australia, Europe, China, Japan and Africa. This will result in substantial growth in the next five years. In 2023 we had seven hotel openings across Malaysia, Thailand and Indonesia, and four major projects across these regions. This growth of course challenges our resources and has resulted in the employment of key executives in Indonesia, Malaysia and China. Offices have been opened in Kuala Lumpur, Beijing and further management hubs in other countries are being planned. The tight knit team of 15 executive directors, group executives and vice presidents were taken on an off-site strategy development exercise in the rural location of Taranaki, New Zealand, on a 400-hectare dairy farm, which was an interesting experience of an environmental farming operation as well as a learning conference centre on the farm where Swiss-Belhotel International team discussed strategy for the future. Presentations by world famous ex-All Black Sir John Kirwan on mental health management and world-renowned Distinguished Professor Sir Richard Faull from the Auckland Medical School on brain management were hugely informative and impressive. The hotel industry is a people management business, and these workshops were very enlightening and provided in people motivation. Brand development is key to the expansion of SwissBelhotel International. With 16 brands – and the newly developed Maua brand based on the New Zealand Maori Heritage of the owners has had an exciting impact in the hotel industry. With our first opening of Maua Nusa Penida, Bali Indonesia this property alone has won over six regional and international awards. This special eco-friendly resort product will be expanded to 10 more exclusive resort locations in the next two years. 2024 will be exciting, building on the platform of 2023 success. Our expansion into Africa with two operations 54

HM The Business of Accommodation

“Swiss-Belhotel International Group is in an acquisition mood.” Gavin Faull, SwissBelhotel International

in Nairobi, Kenya and the beginning of a five-star project in Zanzibar, Tanzania is our first move into the African continent. New openings in Kuantan, Malacca, Kuala Lumpur in Malaysia; New projects in Japan – again our first foray into the special market of Japan; a new lease operation in Brisbane, Australia; new openings in West Java, Surabaya, Papua and Lombok in Indonesia; new projects in Christchurch, Dunedin and Queenstown New Zealand and the restarting of four signed projects in Vietnam all point to exciting developments. The uncertainty of the geopolitical situations globally, the challenge of staff retention and recruitment arising from the Covid era and the pressure on inflation and capital are the on-going challenges we are facing. But as a group with our unique focus of our passion and professionalism and associates career development programme will help us meet these challenges. China is now opening up and with our key alliance with China Tourism Group (CTG) and the growth of Chinese tourism in Bali, Malaysia, Vietnam and New Zealand we are well placed with our key connections to meet the demands and requirements of this huge tourism source. n

SNAPSHOT: SWISS-BELHOTEL INTERNATIONAL Number of hotels and rooms (Globally): 106 hotels; 14,939 rooms Number of hotels and rooms (APAC): 91 hotels; 13,288 rooms Number of hotels and rooms (Australasia): 5 hotels; 406 rooms Year first hotel opened: 1991 Year the company was founded: 1987 Brands in the organisation: 16 Head office locations: Hong Kong, Dubai, Jakarta, Bali, Shanghai, Hanoi, Sydney, Auckland, Bangkok

GLOBAL LEADERS

Antony Ritch

Chief Executive Officer, TFE Hotels Design, dining and digital are front of mind in 2024. IN RECENT TIMES there’s been a real shift in both the economics behind hotel operations as well as customer expectations and we’re excited to see how the industry responds. Over the past few years, we have focused on transforming TFE into a hospitality business that is increasingly digitally enabled, design-led and diningfocused. In 2023, TFE Hotels solidified our portfolio with the opening of a number of unique-to-market hotels. Adina Apartment Hotel Pentridge Melbourne (which opened in Feb 2023) was an exciting moment for TFE Hotels, particularly with the F&B venues, North & Common restaurant – which was awarded a Chef’s Hat five weeks after opening – and the award-winning Olivine wine bar and Chapter Place event centre. Within the same precinct we then launched The Interlude – a highly anticipated 19-room, boutique hotel offering in Melbourne’s newest $1 billion lifestyle precinct at Pentridge, which received international media attention. We then had the opportunity of opening our first Vibe Hotel in South Australia, with the launch of our designled Vibe Hotel Adelaide in partnership with owner/ developers Guava Lime and Loucas Zahos architects. With local architects as owners, the hotel is visually stunning – a serpentine chandelier is suspended in the lobby from a raw concrete ceiling, Australian colour palettes and views to the Adelaide Hills are framed by floor to ceiling windows – and speaks to the hotel’s South Australian roots. In March, TFE debuted our home-grown Adina Hotel brand in Switzerland, and opened the first Adina Serviced Apartments property in the Austrian capital, Vienna. We also invested heavily in digital, and having run extensive trials in 2023, are looking forward to launching our first products to market in the coming year. As I look ahead, 2024 is shaping up to be an incredible year as we prepare to roll out new products, brands, and guest experiences around the ‘three Ds’ – Design, Dining and Digital. In addition to an innovative new hotel “lab” that’s currently in the final stages of development in Berlin and will be opening to the public this year, we will celebrate the Vibe Hotel brands twenty-first birthday in Australia. In the second half of the year, we’re excited to introduce ‘The Eve Hotel Sydney’, developed and owned by TOGA Group. Located at the crossroads of Redfern and Surry Hills this SJB-designed hotel is aiming to create spaces where guests and visitors can immerse themselves in the art, cultural, and culinary offerings from the local community.

“An innovative new hotel “lab” [is] currently in the final stages of development in Berlin.”

Of course, we have a few more surprises up our sleeve and a strong pipeline of hotels including The Hannah St. Hotel in Melbourne’s Southbank – with diversified property developer Time and Place – which is under construction now and we look forward to releasing more details later in the year. n

Antony Ritch, TFE Hotels

SNAPSHOT: TFE HOTELS Year the company was founded: TOGA 1963; TFE Hotels 2013 (joint venture with Far East Hospitality) Year first hotel opened: 1982 Number of brands in the organisation: 7 Current number of hotels and rooms (Globally): 70 hotels; 10447 rooms Current number of hotels and rooms (ANZP): 51 hotels; 7407 rooms Head office locations: Sydney, Berlin

TFE Hotels opened its first Adina hotel in Switzerland in 2023

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GLOBAL LEADERS

Barry Robinson President and Managing Director, International Operations Travel and Leisure Co. Attracting affluent travellers from Asia is a key focus in 2024. 2023 WAS A tremendous year for our business and we are poised to enhance and grow our resort portfolio, our geographic reach and the benefits of our vacation club products in 2024. We were proud to achieve many milestones in 2023. We opened two distinct urban hotels, Tryp by Wyndham Pulteney Street Adelaide in Australia and Ramada Encore Amagasaki in Japan. We consummated a strategic partnership with Hyundai Hotel Development Corporation to manage our first property in South Korea by 2026. Our Property Development team had an excellent year, concluding innovative refurbishments at our Kalim Bay, Thailand; Melbourne; Dunsborough; Golden Beach; Wanaka; Rotorua and Denarau Island, Fiji properties. Club properties are continually refreshed due to stringent guidelines in the club constitution around refurbishment reserves – unlike the more fluid set-up of pure-play hotels. In 2023, we saw an elevated interest in vacation ownership and an overall demand for membership travel internationally. Travellers are looking for alternatives in this inflationary economy and this is where vacation ownership shows its strength, as points never change over time. Members pay the same points to stay now as in 2000, which has been appreciated in uncertain times. Travellers are looking for greater flexibility, and we responded by launching Club Wyndham Asia with more innovative features. These included a shorter term until 2040, a beneficial interest in the club assets and an option for members to surrender their points and avoid paying levies any year they do not want to travel. The result: this club has since experienced over 76% member growth. Affluence in Asia is growing, with forecasts indicating that by 2030, two-thirds of the worldwide middle class will originate from the Asian region. We are marketing directly to consumers in Asia both for vacation ownership and hotel stays, and we see exponential growth potential in China, Japan, Thailand and Indonesia, and other markets are currently under review. We predict high inflation and airfares will continue this year and, while consumers place a high importance on travel, we can see most taking only one or two expensive or indulgent trips before looking at better priced domestic options. Like many, we have noticed guests desire to explore and be active. Most of our South Pacific properties now offer e-bikes, bikes, e-scooters – or all three – and 56

HM The Business of Accommodation

“A big trend has been inclusive travel and that begins with an inclusive workplace.” Barry Robinson, Travel and Leisure Co.

others are getting creative by providing activities fitting with their nearby environment like surfboards and fishing equipment, and some that have space are adding facilities like a disc golf course, pickleball or tennis court, or croquet green. A big trend has been inclusive travel and that begins with an inclusive workplace. In 2023, we began our Pride International Diversity Resource Group (DRG), which now has over 100 associates and the team has done a great job running education seminars and panel discussions business-wide. We have launched a First Nations Working Group to create career opportunities for First Nations people through partnerships like the National Indigenous Training Academy, and training for the non-Indigenous workforce. Our laser-focus this year is entering new countries and markets, expanding vacation ownership inventory through new resorts, sourcing opportunities to manage pure-play hotels, and fostering inclusion and diversity with our people. n

SNAPSHOT: TRAVEL AND LEISURE CO. Current number of resorts & rooms (Globally): More than 245 resorts; more than 29,000 apartments Current number of resorts & rooms (APAC): 63 hotels and resorts; more than 5,600 apartments Current number of hotels & rooms (ANZSP): 28 Hotels; 3,030 apartments Year the company was founded in Australia: 2000 Year of first hotel in Australia: 2001 Number of brands in the organisation: 20 Number of Staff: approximately 4,000 Head office locations: Singapore; Gold Coast, Australia; Orlando, Florida, USA

PARTNERSHIP

Ace Hotel Group is among the major hotel groups working with Axsia HTL

FACT OR FICTION Axsia HTL debunks some key misconceptions about the role of asset managers in the hospitality industry.

ffective hotel asset management involves setting strategies to achieve the owner’s objectives and monitoring hotel management’s execution of the strategic plan. To achieve this, the asset manager needs to work collaboratively with the owner, operator, and hotel team to align and set common goals. Here are three common myths around hotel asset management: Myth: We have engaged a professional hotel management company to manage the asset for us, therefore, we don’t need an asset manager.

David Simpson, Axsia HTL

This approach fails to understand the competing objectives of the operator and owner. Operators are driven by annual budgets whereas the owner’s strategy will likely be deliverable over a longer term. And there is a tendency for operators to set targets that do not recognise the asset’s true value potential. Myth: Asset managers are only focused on costs and cost savings. It is important to understand the difference between cost and investment. Costs should be minimised, while investment needs to have a payback. Understanding this difference requires deep understanding of the customer journey to deliver unique experience that drives revenue. Myth: The relationship between the operator, hotel management, and asset manager is adversarial. This is a dated approach, unlikely to produce the desired results. Asset managers must take a collaborative approach and work with all parties to agree on a vision and strategy. Holding the management company accountable for execution of the strategy is easier to do when objectives are aligned. Axsia HTL has been working with Marriott International and key executives including Sean Hunt, Area Vice President, Australia, New Zealand, and Pacific, over many years, across multiple hotels. Sean says, “We’ve enjoyed the collaborative approach, bringing many years of hotel experience to help us grow the value of our owners’ investments”. Jeff Xu, Managing Director of Golden Age Group, has praised Axsia HTL for their collaborative approach to Asset Management. “Axsia HTL has been our asset manager for Ace Hotel Sydney for two years now,” says Xu. “We value their support and trust their experience to grow our business for the benefit of Golden Age and our investors. Brad Wilson, CEO of Ace Hotel Group, has also expressed his satisfaction with Axsia HTL. “We’ve been working with Axsia HTL for two years now and are very happy with our partnership,” says Wilson. “Ace is a unique value-add brand, but Axsia HTL understands our business model in detail, and they have a distinctive ability to balance the short and long-term needs of a project. They’re consistently willing to work with us to obtain successful outcomes for all involved.” Successful investments require collaboration, good strategy, vision, and great people to execute. Axsia HTL’s team of experienced professionals provides support for the hotel management team to achieve this. For more information, visit axsiahtl.com n hotelmanagement.com.au

ASIA PACIFIC LEADERS

Garth Simmons

Chief Operating Officer – Premium, Midscale and Economy – Asia, Accor Strategic partnerships and innovative offerings keep guests coming back.

ASIA ABOUNDS WITH opportunities and potential for our partners to successfully expand and grow their businesses. To unlock this potential, Accor upholds exceptional service standards, ensuring that guests enjoy a diverse and enriching journey across our network of 400 properties spanning 14 countries. In 2023 we have prioritised investing in activities that bring significant value to our partners. This includes the introduction of Handwritten Collection, featuring uniquely curated hotels such as the Andaman Beach Hotel Phuket – Handwritten Collection and Hotel Faber Park Singapore – Handwritten Collection. We believe this innovative brand will resonate with travellers seeking genuine connections with their destinations, whilst broadening the appeal of the Accor network to guests. Designed with owners in mind, Handwritten Collection offers standards that are flexible, light, and respectful of each hotels’ unique identity while allowing immediate access to the strength of Accor’s sales, distribution, and loyalty platforms. Our presence in Japan has also reached new heights, with a pivotal agreement to rebrand 23 properties under the Grand Mercure and Mercure brands in 2024, underscoring our dedication to strengthening our presence in the region. A notable global trend is the rise of extended travel, accelerated by the flexibility created by remote working. In response, we’ve introduced various ‘Living’ brand extensions in Asia such as Novotel Living Singapore Orchard, Novotel Living Bangkok Sukhumvit Legacy, and Mövenpick Living West Hanoi, tailored to resonate with modern ‘bleisure’ travellers. At the heart of Accor’s success in Asia lies our lifestyle loyalty programme, ALL - Accor Live Limitless, which serves as more than just a loyalty program; it is

“We will open one of the world’s largest Mercure hotels in Singapore.” Garth Simmons, Accor a gateway to an exclusive world of benefits, rewards, and limitless experiences for customers. Through strategic partnerships and innovative offerings, such as our collaboration with Woori Card in South Korea, we have unveiled the co-branded credit card ‘ALL Woori Card’, set to redefine the standards for rewarding travel experiences in Asia. With over 190 hotels in its pipeline in Asia, Accor will lead hospitality across the region by introducing exciting and fresh new brands, including the debut of Ibis Styles in the Philippines and the launch of the Novotel brand in Cambodia. We will also open one of the world’s largest Mercure hotels, Mercure Icon Singapore City Centre. Beyond offering a diverse selection of exceptional hotels and delivering outstanding service, Accor is committed to creating unforgettable travel experiences for our guests, as we redefine the hospitality landscape of Asia. We aspire to stand out as the preferred partner for our hotel owners, leveraging our comprehensive expertise to drive value and enhance business performance. n

SNAPSHOT: ACCOR

Andaman Beach Hotel Phuket is among the Handwritten Collection to launch in Asia in recent months

HM The Business of Accommodation

Year the company was founded: 1967 Year first hotel opened (APAC): 1982 Number of brands in the organisation: 45+ Current number of hotels and rooms (MEA APAC): More than 1,013 hotels; 203,000+ rooms Head office location (MEA APAC): Singapore

ASIA PACIFIC LEADERS

Olivier Berrivin

Vice President – APAC, BWH Hotels Authenticity and adaptability will be necessary in 2024.

BWH HOTELS ENJOYED a productive year in 2023, with the opening of 16 hotels and the signing of a further 22 new properties across the region. In South East Asia, we celebrated the launch of three additions to our Bangkok portfolio: Best Western Chatuchak, Best Western Ratchada Hotel and Best Western Click Sathorn 11. We successfully rebranded a hotel in Pattaya, The Sanctuary Resort Pattaya, BW Signature Collection and welcomed guests to the newly opened Best Western Plus Carapace Hotel Hua Hin, all operating under our expert management agreements. Expanding our reach in the region, we proudly introduced Best Western Plus Metro Clark and SureStay Plus by Best Western Cebu City in the Philippines. In Japan, Villa Fontaine Grand Haneda Airport, joined our WorldHotels Distinctive collection while Kaya Kyoto Nijo Castle, BW Signature Collection brought a touch of elegance to the portfolio. In Vietnam we introduced Best Western Premier Marvella Nha Trang and Alhambra Hotel and Convention, BW Signature Collection in Indonesia. It has been a year of remarkable growth and new beginnings. Our development team has been hard at work, strategically positioning BWH Hotels for an exciting future. Over the past few months, we proudly inked deals for Best Western branded hotels in three incredible Thai destinations – Hat Yai, Pattaya, and Koh Samui. Not stopping there, we also welcomed Aiden by Best Western and BW Premier Collection hotels to Vietnam. These strategic signings showcase how our collection of 19 diverse brands is perfectly tailored to meet the unique needs of both guests and property owners across various markets. Highlighting our adaptability, the recent transformation of Tawa Ravadee Resort Prachinburi in Thailand from BW Signature Collection to WorldHotels

“We are optimistic that the recovery of travel, tourism and hospitality will continue to gather pace.”

Distinctive collection is a testament to our ability to evolve with the changing dynamics of each property. It’s all about flexibility and responsiveness to ensure that every property under the BWH Hotels umbrella thrives in its own distinctive way. Looking ahead, I believe that we will continue to witness rising demand for “soft brands” that capture the authentic essence of their destinations. This includes renowned collections like BW Signature Collection, BW Premier Collection, SureStay Collection by Best Western, and WorldHotels. Additionally, I foresee an increasing demand for lifestyle hotels offering a relaxed ambiance, social spaces, and seamless technology. Brands like Vīb and Aiden by Best Western perfectly align with this trend. Our traditional Best Western brand has once again been recognised as Asia’s best mid-range hotel brand in 2023 and continues to inspire confidence and loyalty among guests. This reflects a broader trend of travellers turning to brands they know and trust for a consistent and enjoyable experience. We are optimistic that the recovery of travel, tourism and hospitality will continue to gather pace, and that performance will exceed pre-pandemic levels. There are potential challenges ahead, of course, including economic headwinds in key source markets such as China and Europe, geopolitical issues, and ongoing conflicts. Overall, however, BWH Hotels is in a strong position to leverage opportunities and overcome challenges that may arise in the year ahead. The anticipation for 2024 is accompanied by excitement as we embark on a journey of growth, expanding our property presence across Asia while strategically aligning with our Australia office to fortify our portfolio in the highly in demand Australia and New Zealand market, paving the way for a promising year ahead. n

Olivier Berrivin, BWH Hotels

Best Western Ratchada Hotel launched in Bangkok in 2023

SNAPSHOT: BWH HOTELS Year the company was founded: 1946 Year first hotel opened (APAC): 1993 Number of brands in the organisation: 19 brands Current number of hotels (Asia-Pacific): 235 hotels Head office location (APAC): Bangkok

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ASIA PACIFIC LEADERS

“Our leisure and corporate guests continued to prioritise travel.” Trent Fraser, Choice Hotels Asia-Pac

On the development front, we started 2024 with the completion of our first investment-led development deal in City Edge Apartment Hotels. Led by our Head of Investments and Portfolio Growth, Trent Conroy, who joined the business in April 2023, the five new properties add approximately 300 rooms to our inner-city Melbourne portfolio. While still early days, the synergies between the City Edge and Choice are very clear. We’re looking forward to working with each property to increase delivery to their business.

Trent Fraser

Chief Executive Officer Choice Hotels Asia-Pac Our sharp focus on high-yield business delivery is paying off.

2023 WAS ONE for the record books for Choice Hotels Asia-Pac and our franchisees. Firmly hitting our postpandemic stride brought great optimism, energy and new thinking across the network. The Choice team jumped at the opportunity to get back on the road, or in the air to connect, collaborate and plan for a prosperous future. Even with rising interest rates and the pressures of the cost of living ever-looming, our leisure and corporate guests continued to prioritise travel, pleasingly looking to Choice hotels for guaranteed value for money wherever our guests need to be. With one in four of our room bookings now coming through our proprietary channels, our sharp focus on high-yield business delivery is paying off for our franchisees. Our book direct strategy really established in market over the last 12 months. Through to September 2023, direct online room figures continued to soar with 19% more room nights landing through choicehotels.com when compared with the same period in 2022. The next evolution of the campaign, Book It and Boost It reflects the positive benefits of taking a break with Choice Hotels. Across this summer, we’re taking this refreshed messaging and creative across advertising on TV, digital, social, outdoor, and of course on choicehotels.com. Longstanding relationships with Choice were a testament to our franchisee-focused model. In an increasingly competitive market, hotel owners were attracted to the benefits to the support of a global brand as we signed 12 new properties to our network through organic development growth. Located across strategic regional and coastal locations in New South Wales and Queensland, this growth offers more options for our corporate and leisure guests where they need us. 60

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Outside of the clear benefits of brand growth in the highly-competitive Melbourne market, the City Edge deal is indicative of the direction we’re headed, making bold moves to achieve our goals, grow value for our franchisees and create more options for our guests within our network. We’re confident we have the foundations in place to continue our 2023 momentum into a new year focused on optimising our offering, growing our portfolio, and increasing business delivery for our franchisees. n

Penthouse room at First Light Mooloolaba, Ascend Hotel Collection

SNAPSHOT: CHOICE HOTELS ASIA-PAC Year the company was founded: 1939 Year first hotel opened (Globally/APAC /ANZSP): 1939 (Globally) 2002 (APAC) Number of brands in the organisation (APAC): 5 Current number of hotels and rooms (Globally): 7500+ hotels, 630000 rooms Current number of hotels and rooms (APAC): 300+ hotels, 22000 rooms Current number of hotels and rooms (ANZP): 170+ hotels Head office location (APAC): Melbourne

ASIA PACIFIC LEADERS

Norman Arundel Director of Hotel and Resorts Operations, EVT Maximising assets to drive greater returns.

2023 STANDS OUT as a remarkable year for EVT Hotels and Resorts, a record year for our group setting a strong foundation for the upcoming year. We’re consistently seeking new opportunities to maximise our assets. We understand the importance of continually growing the value of each property and the commercialisation of every square metre of our hotels. In 2023, we unveiled the transformed Rydges Melbourne, which now serves as a stunning new flagship for our hallmark brand. Every element of the property has been meticulously reimagined to maximise the property creating new spaces in previously underutilised areas of the hotel and addressing evolving guest needs. Recognising the importance of leveraging technology to increase efficiency while enhancing the guest experience, we’ve redesigned the arrival and departure experience, an innovation that is being warmly embraced by our guests. Another demonstration of our asset maximisation strategy is the extensive refurbishment and new accommodation experience at QT Gold Coast. Alongside a complete transformation of guest rooms, conferencing and event spaces, we launched qtQT – a collection of six luxe cabins on a previously un-used, low-level rooftop. This unique offering provides an immersive experience curated for modern travellers, group getaways or innovative events. Our hotel strategy spans the entire market, from luxury to budget accommodation. The success of our new and exciting budget brand, Lylo, has been particularly encouraging in the New Zealand market, shaking up

“We’ve redesigned the arrival and departure experience.” Norman Arundel, EVT

the accommodation offering in Auckland, Christchurch and Queenstown. Designed to offer travellers epic and affordable experiences with the perks of communal and social travel, Lylo is poised for expansion with the opening of Australia’s first Lylo in Brisbane early in 2024. 2023 marked a record influx of new hotels joining our group, including the management of Australia’s largest mainland resort – now rebranded Rydges Resort Hunter Valley. The Independent Collection by EVT (ICBE) – our differentiated offering for hotel owners to leverage the scale and expertise of our hotel solutions and design a unique brand with us – has seen continued growth. The announcement of our first management contract in Southeast Asia – Hotel Telegraph – adds further excitement to the conclusion of a stellar year for ICBE. Our people are a driving force behind these achievements, and we put focus on our EVT Elevate program for our people, which we believe stands among the best in the industry. As we lay the foundations for another successful year ahead, we remain committed to innovation, asset maximisation and the continued growth of EVT Hotels and Resorts. Watch this space. n

SNAPSHOT: EVT HOTELS AND RESORTS

Budget brand Lylo is proving successful in the New Zealand market

Current number of hotels and rooms (ANZSP): 81 hotels; 12961 rooms. Year the company was founded: 1910 Year first hotel opened: 1988 Number of brands in the organisation: 5 Head office location: Sydney

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ASIA PACIFIC LEADERS

Leanne Harwood

SVP, Managing Director, JAPAC IHG Hotels and Resorts Increasing demand for travel gives rise to a robust outlook for the hotel industry.

HAPPY NEW YEAR to all! Over the past six years I have had the pleasure of contributing to this Industry Leaders Forum and now it’s bittersweet to be sharing my final thoughts as Senior Vice President (SVP) and Managing Director, JAPAC, before I make move to Atlanta to take on my next big IHG adventure from March. My time in JAPAC has been underscored by the highest of highs, and the lowest of lows. Thankfully, following the first full year of no Covid-related restrictions, we can be in no doubt that travel is back in Asia Pacific, and our industry is soaring again. Remarkably, we’ve hit this point with one hand metaphorically tied behind our backs: although domestic air travel has overtaken 2019 levels across Asia Pacific, international air travel is steadily finding its wings. We can look forward to more demand on the horizon with further recovery in international, corporate, and group travel ahead – certainly with the current, staged re-opening of China, we can anticipate a significant tailwind. Strong and increasing demand for travel sets the stage for a robust outlook for the hotel industry, and IHG has certainly continued to grow significantly. Our total system size is now 930,000 rooms across 6,261 hotels and signings were up 27% YOY. It’s pleasing to see that our region’s contribution to that story: Australasia has witnessed record-breaking growth, and Japan, as witnessed during my recent visit, is on a stratospheric trajectory. In the past four years, we’ve introduced seven new brands in Japan, including our first Voco and the rapidly expanding Hotel Indigo brand, and now IHG’s newest brand, Garner, will arrive in market in 2024. Meanwhile, Australia is witnessing the continued regional expansion of the Holiday Inn brand, with notable openings like Holiday Inn Dandenong and Holiday Inn and Suites Geelong. 62

HM The Business of Accommodation

“We can look forward to more demand on the horizon.” Leanne Harwood, IHG Hotels and Resorts

Casting my gaze forward into 2024, I think we can all be confident that the industry fundamentals remain strong. With an expanding GDP across Asia Pacific (Oxford Economics expects it to grow 4% this year) and a rising middle class, the burning desire of people to travel and physically interact for both leisure and business will be a boon for our industry in this region. Of course, while there’s an abundance of positivity, we continue to be faced with a number of economic and geopolitical scenarios. Whilst this can make predicting the year ahead challenging, I have no doubt that this dynamic, unique and nimble industry has a fantastic outlook for 2024. My time in the Japan Australasia and Pacific (JAPAC) region has quite honestly been one of the most incredible periods of my life and career. It goes without saying that I’m proud of IHG’s unprecedented growth and strong performance during this time, however my deepest satisfaction lies in the legacy we’ve crafted – developing exceptional talent and contributing positively to the communities in which we operate. Being a part of Accommodation Association’s evolution into Accommodation Australia, one unified voice for our industry, has been a privilege. Working closely with peers and friends across the industry to advocate for positive change has been truly rewarding, and I extend my heartfelt thanks to everyone on this transformative journey. Having worked in Asia Pacific for over two decades I will always be passionate about this region, and I promise I will continue to champion it from afar. Wishing you all the best for a cracking 2024 and beyond. n

Voco debuted in Japan with the opening of Voco Osaka Central in 2023

SNAPSHOT: IHG HOTELS AND RESORTS Year the company was founded: 1777 (as Bass) Year first hotel opened: Globally 1946 | ANZSP 1962 Number of brands in the organisation: 19 Current number of hotels and rooms (Globally): 6,261 hotels; 930,000 rooms Current number of hotels and rooms (EMEAA): 1,205; 241,138 rooms Current number of hotels and rooms (ANZP): 73 hotels; 14,807 rooms Head office locations: Windsor, Sydney

ASIA PACIFIC LEADERS

Ramzy Fenianos

Chief Development Officer, APAC Radisson Hotel Group Emerging destinations will play a pivotal role for regional development. IT’S A PRIVILEGE to reflect on the past 12 months of Asia Pacific’s (APAC) hotel performance. We saw most regions removing their respective health and travel restrictions in the first half of 2023, and a continued recovery of the industry overall. Recent data from STR revealed a positive trend for the industry’s recovery in the APAC region and fast gaining momentum to surpass 2019 levels. This resurgence positions APAC alongside Europe and America in terms of bounce back, signalling a robust recovery trajectory for the region and one that should put the industry in good stead going in to 2024. Last year, Radisson Hotel Group’s journey was one of resilience, ambitious growth, and strategic partnerships that showed our contribution to the region’s recovery. With strategic development plans across Southeast Asia and the Pacific, we have grown in diverse and vibrant destinations, and we have expanded our brand portfolio to include Radisson Red in Danang, Vietnam; Phuket, Thailand; and Cebu City in the Philippines. The Radisson Collection brand – a luxury lifestyle collection of iconic properties – will soon enter the region with upcoming openings in Galle, Sri Lanka and Boracay, Philippines. We also continue to accelerate the growth of our upper upscale Radisson Blu brand with new properties in the pipeline for Colombo, Sri Lanka and Hoi An, Vietnam. Significant milestones in South Asia for 2023 have strengthened our position in the market across multiple segments. In the lifestyle luxury space, the Radisson Collection brand also debuted in India with the signing of the first hotel in Hyderabad, and our first beach front Radisson Individuals Retreat, the Mandrem Beach Resort, was signed and opened. We’ve further strengthened the group’s presence in India’s key pilgrim destinations, including Ayodhya, Vrindavan, Jhansi and Ujjain. New and important locations in the country for RHG include Kevadia, home to the Statue of Unity, Raipur in Chhattisgarh, Sonipat, and Srinagar.

Recent collaborations and agreements reflect our dedication to expansion and have strengthened our position in priority markets. These include a Master Collaboration Agreement with La Vie Hotels & Resorts to open 30 hotels in South East Asia and Pacific over the next decade, an extended partnership with SM Hotels and Conventions Corp in the Philippines to grow our portfolio from six hotels to 20 hotels in the next five years. In India, our strategic partnership with Rubtup Solutions also grew our midscale Park Inn and Suites by Radisson brand with the signing of five hotels in South Indian Markets – Kerala and Karnataka With this rise in third party hotel operators, we’ve seen increased demand for our lifestyle brands and affiliation brands as they serve as an innovative business model and respond to the needs of the local markets. These shifting travel behaviours include an increasing demand for experiential and affordable travel making our lifestyle offerings including Radisson Red and Radisson Collection primed for new developments in the market that will help owners capture this important market segment. Looking ahead to 2024, emerging destinations will play a pivotal role for Radisson Hotel Group’s regional development. The Philippines, home to some of the world’s most beautiful and untouched natural wonders will welcome new hotels in Cebu, Bohol, and Boracay. Vietnam presents a vast opportunity for resorts, with upcoming openings in coastal destinations like Mui Ne. In Thailand, our presence in Phuket and Mai Khao, along with new openings in Bangkok, will solidify our position in key business and leisure destinations. As we look forward to what 2024 has to offer, Radisson Hotel Group remains dedicated to innovation, strategic growth, and creating memorable experiences for our guests. The resilience of the APAC region, coupled with our dynamic approach, positions us for continued success in 2024 and beyond. n

“Shifting travel behaviours include an increasing demand for experiential and affordable travel.” Ramzy Fenianos, Radisson Hotel Group

The Radisson Collection will soon enter the region with an upcoming opening in Galle

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ASIA PACIFIC LEADERS

Serena Lim

Chief Growth Officer, The Ascott Limited Going beyond accommodation to deliver holistic guest experiences.

OVER THE COURSE of 2023, the hospitality industry experienced some transformative changes. Amid a strong travel rebound and the opening of borders, the industry has flourished with the unveiling of new hotels and experiences that cater to every taste and preference, regardless of where you are in the world. At Ascott, the post-pandemic world has been a testament to our resilience, adaptability to change, and commitment to delivering world-class experiences for our guests. Guests today want flexibility for their stays – be it for one-night or longer. And Ascott’s suite of accommodation offerings and experiences cater for global living, no matter the destination nor purpose of stay. The last 12 months have been both a thrilling and rewarding journey – we have enjoyed a record year of growth in 2023, surpassing our target to secure 160,000 units, with over 9,300 units turning operational and the signing of over 20,000 units globally. As we continue this strong growth momentum, we recognise that travellers today are looking for that one-of-a-kind experiential stay that allows them to immerse themselves in the local culture and heritage of destinations. Addressing this demand, we announced the debut of The Crest Collection brand in Asia in 2023, as we build on the brand’s success in France. In a short span of three months between August and October, we unveiled three landmark openings in Indonesia, Malaysia and Singapore, showcasing Ascott’s conversion capabilities. Another major travel trend in 2023 was the rising number of travellers seeking getaways from the hubbub of the city. Capturing this demand, we made the strategic move to enter into the resort space, with the debut of The Unlimited Collection in Vietnam and the official opening of Anmira Resort & Spa Hoi An by The Unlimited Collection. With a continued demand for experienceled social living, our Lyf brand continues to capture the attention of the market with its dynamic designs, flexible spaces and well-curated programming with community at its core. Fuelled by the growing success of the brand, we have plans this year to expand Lyf across fullservice hotels and resorts to cater to a growing legion of brand loyalists. From a business model that was previously focused mainly on accommodation, looking ahead we will broaden our position as a hospitality provider and curate more holistic guest experiences beyond rooms, while at the same time diversifying our revenue streams. And as we mark Ascott’s 40 years of service in 2024, we will, with this milestone, embark on a journey to break new ground and capture even more exciting opportunities across our portfolio of award-winning brands. This 64

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“Travellers today are looking for that oneof-a-kind experiential stay.” Serena Lim, The Ascott Limited

includes expanding our offerings more extensively into F&B as well as meetings. Most recently, we launched an Anglo Asian dining concept and speakeasy bar at one of our newest properties in Singapore, The Robertson House by The Crest Collection. Following the acquisition of the Oakwood brand in July 2022, we are excited to unveil a refreshed Oakwood this year to prepare for the brand’s next stage of growth. The refresh is symbolic of Ascott’s strategic acquisition capabilities to drive quality growth, as we work towards doubling fee revenue to more than S$500 million by 2028. The hospitality industry is now on the cusp of a remarkable recovery after the challenges and uncertainty of recent years. Amid the headwinds from geopolitical tensions and economic volatility, it is key that we remain agile, so we can nimbly respond in the face of change and continue to deliver exceptional experiences that meet the needs of our guests. n

SNAPSHOT: THE ASCOTT LIMITED Year the company was founded: 1984 Year first hotel opened: 1984 Number of brands in the organisation: 14 Current number of hotels and rooms (Globally): 946 properties globally; 164,800 units Current number of hotels and rooms (APAC): 629 properties; 126,100 units Current number of hotels and rooms (ANZP): 194 properties; 16,000 units Head office location: Singapore

The Robertson House by The Crest Collection launched in October 2023

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Michael Johnson Chief Executive Officer Accommodation Australia Engagement with government has never been stronger.

IT’S HARD TO believe we are now well and truly into 2024 because last year was such a monumental one for our Association. We officially merged into a single entity on July 1 and now represent more than 1400 accommodation hotels nationwide. Our engagement with government at both a state and federal level has never been stronger and with our National Board and state and territory advisory committees established, we are set for another busy year. Most hotels around the country enjoyed a strong 2023. The exception was our industry in Queensland with Cyclone Jasper in Cairns and the floods in the Gold Coast and surrounding areas having a huge impact on one of the busiest trading times of the year. We are a resilient industry and whilst writing this article the clean-up and government support is ensuring hotels return to business as usual in the coming weeks. On a more positive note, the outlook for most capital cities in the next six months is looking good, with an average increase in bookings on last year. We’re seeing business events and international conferencing coming back and we are seeing the power of big events to bring in people. The Taylor Swift concerts are a great example, with huge forward occupancies for late February. Twelve months ago, the number one issue for our members was labour and skills shortages, but we made some great headway with this last year. We now have more international students than prepandemic, our Working Holiday Makers numbers are more than 160,000 and the Free Trade Agreement with the UK comes into play July 1, 2024. We also saw the first of the Migration Strategy papers released by the federal government late last year – and we will continue to work closely with them to ensure our industry’s voice is heard. The hospitality industry has made great headway in tackling the labour and skills shortage

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“The outlook for most capital cities in the next six months is looking good.” Michael Johnson, Accommodation Australia Our focus this year will turn to where we house these people, particularly in the regions. Affordable housing, including short-term rental accommodation, will be an issue for every state and territory. We have seen good results in Victoria and Western Australia so far, and we’ll continue to help with policy and advice. On jobs and careers, we have custodianship of a AU$10 million government grant over the next few years to develop and implement our national Hospitality, Tourism and Travel Jobs, Employers, Training and Careers employment platform. It will be an absolute game changer for the promotion and perception of our industry. We have appointed Project Manager, James Lawton who is busy working with a number of quality consultants to get the platform up and running in the third quarter of this year. Another focus for 2024 is Workplace Relations. The Closing Loopholes Bill, will be back in parliament in February and we have been liaising with Minister Tony Burke’s office in conjunction with AHA. We’ve had some successes recently when it comes to casuals and hospitality and hope to see more. Also on our list for 2024, is demand for hotels. We’ve had over 20,000 rooms open around the country since the end of 2020, and we’ve got a lot more in the pipeline. We did a lot of work with the federal government on securing approved destination status for Chinese groups to come back, and we’ve recently had the announcement of multi-entry visas between China and Australia. We are now looking at other ways to unlock pent up demand. n

INDUSTRY LEADERS

Unlike its Australian counterpart, New Zealand’s Labour party-led government refused to endorse a growthorientated agenda for tourism. Pleasingly, there are signs of a change from the incoming government and Minister Doocey. As has been the case in New Zealand for more than 20 years now, the principal regulatory issue affecting the tourism industry and hotel sector is the “tourism funding problem”. HCA has consistently called for a fair and reasonable national funding model for tourism, rather than death-by-a-thousand-cuts from regional authorities imposing poorly-designed, local tourism taxes and targeted rates. Pre-Covid, central government in New Zealand collected NZ$3.9 billion in GST annually, but none of this money was shared systemically or formulaically with the regions. In contrast, Australia’s GST-sharing regime includes calculations that take tourism visitation into account. In short, New Zealand’s tourism tax collection and distribution policy settings need to change so

James Doolan Strategic Director Hotel Council Aotearoa New Zealand’s recovery is a marathon, not a sprint.

HOTEL COUNCIL AOTEAROA’S (HCA) mission is to help drive the long-term profitability and economic sustainability of New Zealand’s hotel sector. Recovery after Covid was always going to be a marathon, not a sprint. While some markets in New Zealand face near-term operating headwinds, the overall trend remains positive as international airline capacity rebuilds. Increasingly, regional authorities and local councils are starting to understand the tourism-enabling effect of good quality hotels. New Zealand’s general election was held on 14 October 2023. Following the typical – for NZ – multi-week coalition negotiation, a new centre-right government was formed between the National, ACT and New Zealand First parties. Rt Hon Matt Doocey from National (the largest coalition partner) was announced in December as the new Minister of Tourism and Hospitality, sitting inside Cabinet. HCA had little success forming a productive working relationship with the previous administration, despite repeated attempts to do so. The hotel sector was somewhat marginalised during Covid, despite 32 hotels providing Covid quarantine and isolation facilities.

HOTEL COUNCIL AOTEAROA

“Hoteliers should not shy away from new collection mechanisms.”

that system incentives are working better. This will require compromise from many different stakeholders. Hoteliers should not shy away from new collection mechanisms, provided they are designed well and allow our sector to have a proper seat at the table. In short, Aotearoa New Zealand needs more tourists, more tourist infrastructure, more community engagement and more collaboration between industry, central government and local government. Solving the tourism funding problem once and for all will help deliver these benefits for generations to come. HCA is excited to once again be partnering with HM Magazine as co-host of the New Zealand edition of AHICE, with dates and location expected to be announced shortly. HCA continues to work in close collaboration with other tourism industry groups, including Tourism Industry Aotearoa (TIA) and Hospitality New Zealand. In October 2023, I was elected as hotels and lodging sector representative on TIA’s Board. I wish you all of you a safe, happy and prosperous 2024. Keep in touch and don’t ever hesitate to provide comment, criticism, intelligence or insight – we’re always working on the hotel sector’s behalf. n New Zealand needs more tourists and more tourist infrastructure, HCA says

James Doolan, Hotel Council Aotearoa

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INDUSTRY LEADERS

Margy Osmond

Chief Executive Officer Tourism and Transport Forum Investment in tourism is necessary as more international visitors return.

TRAVEL WILL REMAIN a top priority for Australians this year, despite cost-of-living pressures. More than 80% of Australians are planning a holiday in the next 12 months, according to our research, and Australia will welcome back more overseas visitors, bringing new opportunities for the tourism sector. 2024 needs to be the year the industry fully embraces the extraordinary potential, power, and sensitivity of our Indigenous community. First Nations storytelling and insights will be vital to the future of our sector and appeal to international visitors. Last year, overseas visitors were slower to return to Australia than we’d hoped, hovering around 70 to 80% of pre-Covid levels. But as more flights become available this year, international visitors should return to prepandemic levels and exceed them in 2025. We’ll also welcome more tourists from our former largest source market, China, as well as Southeast Asia. Domestic tourism will keep growing this year, after remaining strong in 2023. While some Australians have had to adjust their holiday plans to save money, it’s great to see they’re spending more on travel than before the pandemic. However, these summer holidays have reminded us how much the industry is at the whim of the weather. The floods and drenching rains from Cyclone Jasper in Far North Queensland have had a devasting impact on the wider community and our peak tourism season. There will be an ongoing need for governments to assist the industry to navigate the changes in our climate. The discounted flights and accommodation package recently announced by the Queensland and Federal governments is exactly the kind of support tourism will need. 68

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“Cruise will be one of the key growth sectors this year.” Margy Osmond, TTF Australia First Nations storytelling and insights will be vital to the future of our sector

We must continue to invest in and develop our tourism offerings this year, including maintaining tourism infrastructure and supporting the natural beauty which sets Australia apart. In the most competitive tourism market we’ve ever seen, campaigns like Tourism Australia’s Ruby the Roo will be crucial to encouraging international visitors to return. Major events, as well as our arts and entertainment industries, will be also critical to boosting tourism in Australia. Last year, Sydney WorldPride attracted 21,000 international visitors and resulted in nearly AU$230 million in extra tourism spending. While this February, Taylor Swift’s sold-out concerts in Melbourne and Sydney will reap massive economic rewards. Cruise will be one of the key growth sectors this year. But there is an urgent need for a resolution on a home for cruise in New South Wales and clarity on access costs at ports in key cities like Melbourne. While the tourism sector is still facing a skills shortage, the Federal Government’s Migration Strategy marks significant progress to help attract the workers we need. But further work is needed in relation to regional migration and international students, who are a critical part of the tourism workforce. This year, we look forward to seeing the Aviation White Paper and hope to see progress on establishing a local Sustainable Aviation Fuel industry, to help decarbonise air travel. This not-to-be-missed opportunity could generate AU$13 billion a year for the Australian economy by 2040. For the whole industry, the pursuit of a more sustainable future will be pivotal. And the rapid advancements in technology will bring new possibilities to help the tourism industry. Seamless border reforms are now in sight, to make travel even easier at our airports. Thanks to our advocacy, a trial of revolutionary new changes, initially between Australia and New Zealand, is on track for later this year. The future is here. n

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Leanne Graham Executive General Manager, ahs hospitality Industry has a responsibility to invest in its people. IT’S BEEN GREAT to have the first full year under our belts without being affected by that awful virus that we don’t want to mention anymore. And what a year it’s been. We commenced the rollout of our IT architecture which will be completed throughout the business by April. This significantly reduces the admin burden on our executive housekeepers so they can focus their attention on what’s important – our team, and quality outcomes for our clients. It’s this type of productivity focus that, not just hospitality but, every industry needs to focus on so that genuine efficiencies can be made. Asking people to work harder is no longer a viable strategy. Another focus for 2023 was capability, and this will remain in 2024. We continue to invest heavily in training our front-line team but have also reimplemented our Train the Trainer programme. This not only ensures quality onboarding but enables a path to succession for the next leaders in our business. Like most hospitality businesses, whilst fully staffed, there is still a lack of industry experience, and we have a collective responsibility to rebuild. We are all in hospitality because we love it and it’s our role to instil

hospitality

the love of the business into the next generation, which can only come with investment in people. I look forward to another great year in 2024 as our teams continue to play a critical role in supporting our client’s business objectives as occupancy patterns stabilise. n

“It’s our role to instil the love of the business into the next generation.” Leanne Graham, ahs hospitality

Michael Benikos

Managing Director – Australia, Assa Abloy Global Solutions Guests globally are demanding tailored experiences. FOR VIRTUALLY ANY target demographic and regional market, a universal guest trend has been an increasing expectation for custom-tailored experiences that are as safe as they are instantly convenient. Continuing through 2023 and undoubtedly set to hold an even greater influence over accommodation industry businesses in 2024, this trend is among the leading factors of why more and more properties are shifting towards the adoption of new technologies that can provide a competitive edge. To meet modern guest service expectations, this notably includes identifying a need for interconnected property operations and services that can seamlessly interact and share data, with security access operations playing a central role. Addressing such needs has been the rise of cloud-based software such as access management solutions which can much more readily integrate with a hotel’s various third-party platforms 70

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such as PMS or energy management systems – providing industry businesses with the necessary infrastructure to immediately personalise services and experiences while avoiding unnecessary complications to operational workflows. Unlike legacy onsite server-based access management systems, another key reason for the growing popularity of cloud-enabled alternatives is the ability of such systems to adopt new features and functionalities or be upgraded against newly discovered security risks without requiring an extensive and costly overhaul of existing infrastructure. Examples can include the deploying of digital key services based on evolving guest behaviors. With advances in technology and changes in guest preferences occurring at an ever faster pace, the need to switch to cloud-based solutions will only become more apparent in the months and years ahead. n

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Simon Pawson

Associate Dean, Blue Mountains International Hotel Management School Australian hoteliers in hot demand globally. WITH ACHIEVEMENTS ACROSS research and teaching, 2023 was a year to be proud of for Blue Mountains International Hotel Management School (BMIHMS) students, staff and our wider community. To begin, in collaboration with our industry partners, we undertook a comprehensive audit and update of both undergraduate and postgraduate curriculums. The result is a continued focus on soft skills and the addition of relevant new subjects. Our engagement with industry was incredible. We welcomed industry guests and alumni into our classrooms, went on hotel tours, and were a major sponsor of the AHICE conference and the Future Leaders Forum in Adelaide. We also hosted hotel recruitment days, careers expo and Leadership Speaker Series across our campuses, as well as placed 537 students with our partner hotels in Australia, Asia and Europe. Our researchers and consultancy team advanced theory and practice within areas vital to our industry

partners, covering luxury hospitality experiences; diversity, equity and inclusion in tourism; wellbeing at work; and competencies of the future. The year culminated with BMIHMS co-hosting the HM Awards for Hotel and Accommodation Excellence where we had the largest number of alumni nominated across the 52 award categories. The awards featured Sala Bai Hotel School in Cambodia as its principal charity, letting us showcase the work we do to support Sala Bai, and raising $20,000 on the night. I should note, too, that BMIHMS also contributed to the local community, raising substantial funds for charities in the Blue Mountains. Australia has a reputation for producing some of the world’s best hoteliers, with Australian hotel leaders sought after around the globe. As we move into 2024, we aspire to maintain this excellence in our teaching of hotel management. n

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Paul Fitzpatrick

Creative Director, Dallen Design In the uniform business, one thing is for sure; what goes around, comes around.

FOR THE LAST few years, many hotels relied on the simplicity of an off-the-shelf uniform solution, only to later realise that they and their competitors are looking very much the same. It’s exciting then that 2023 saw a major shift back to bespoke uniforms where hotels can be distinguished not just by signage but by what the team are wearing. It’s part of the story of the brand. To achieve this without breaking the bank, uniforms are also now less concerned with hierarchy and are seen instead as a collection of coordinating pieces that work together to create a mood. Rather than defining traditional roles, the staff can select the pieces they feel

most comfortable in but still look like part of the team. Essentially this is a deft solution that keeps the inventory tight, and the staff engaged. With an enhanced and agile supply chain and a massive library of readily available fabrics, Dallen can now offer smaller boutique properties the same level of customization which in the past could only be afforded to our larger hotel clients. More fabric choices, more opportunities to customize a look that is distinctly “on brand”. Be bold, get noticed and let us help you find your style. While sustainability is a key focus for the hospitality business, it’s been difficult to translate what that might look like when it comes to uniforms. Recycled and eco-friendly textiles that are suitable for rigorous use in a hotel environment have until recently been cost prohibitive, but in 2024 Dallen will be introducing some new affordable options in this category. Responding to market requests, we are also exploring more end-of-life solutions for used hotel uniforms that won’t end up as landfill. On that note, we always encourage clients to invest in the best possible quality garments they can afford. Many of the off-the shelf uniforms available can be easily equated with fast fashion and have the same catastrophic environmental implications. Dallen have always been known for high quality and durability. Our uniforms go the distance and are less likely to be replaced as often as fast solutions. With each passing year, guests become more discerning, and with more options than ever they want an experience that aligns with their taste and values. At Dallen, we focus on helping brands find uniform solutions that are personalised, sustainable, and celebrate their staff’s agency and individuality. n

“2023 saw a major shift back to bespoke uniforms.” Paul Fitzpatrick, Dallen Design

Bespoke blue uniforms play an important role in the look and feel of The Langham, Gold Coast

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Scott Wiedemann

National Manager – Accommodation Foxtel Business Foxtel observes major shift in guest behaviour to smarter and simpler technology.

CONTRASTING TO THE unprecedented challenges of the past three years, 2023 really was an exciting year. Construction is flowing again, key events are performing stronger than ever, cruise ships are coasting through our waters and international visitors are returning in greater numbers each month. The accommodation industry has demonstrated remarkable adaptability with the many challenges faced. Positive travel trends have led the sector to an impressive resurgence. The strong recovery has certainly benefitted Foxtel by directly resulting in a sharp up take of our Business iQ technology platform. Many hotel groups have focussed on enhancing their guests’ inroom experience which Foxtel is an integral part of. This has resulted in over 500 hotels committing to Business iQ with over 200 hotels installed in 2023 alone. 2024 will see further evolution of our Business iQ technology with major developments arriving in the

Foxtel is taking its Business iQ technology to the next level

“2024 will see further evolution of our Business iQ technology with major developments arriving in the second quarter.” Scott Wiedemann, Foxtel Business

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second quarter. Included are 70 new improvements, security and performance enhancements comprising of a new dynamic, elegant and modern user interface design which will provide a more vibrant and userfriendly picture layout for compendiums, promotions, and our enormous On-Demand library. The exciting new interactive and engaging UI will assist in increasing revenue with direct bookings, real-time promotions, onscreen advertising and personalised messaging delivered with superior intelligent functions and remote cloud management to truly keep Business iQ “Best in Class”. Over the past 12 months, expanding key partnerships with several hotel groups was an area of focus. We further built outstanding advocacy for our technology platform which led to over 34,000 hotel screens now committed to Business iQ. This has allowed us to push for greater enhancements with our global development partners. Our commitment to continuously reinvest in the latest technology will directly reward our valued customers with this striking upgrade which will be complimentary to all Business iQ subscribers. Beyond this next upgrade, our future roadmap is fruitful. With Chromecast now over 10 years old, and after monitoring data analytics from over 10 million hours of guest engagement in 2023, we saw a major shift in guest behaviour to our smarter and simpler technology with Business iQ. With that, we are planning for the next phase of Chromecast. Seamless integration with smart home devices via Matter protocol is also on the horizon to align with emerging trends of contactless technologies and greater personalisation. The increase of remote work and “workcations” is expected to continue which aligns to our strategy of providing an encompassing technology platform for engaging with both corporate and leisure guests for the ultimate in-room experience. The current growth period provides a positive outlook for the year ahead. We look forward to continuing Foxtel’s upward momentum by delivery the latest technology innovation and further developing key partnership initiatives. n

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Benjamin Krieg

Area Vice President Strategic Accounts Asia Pacific, FutureLog Machine learning and AI-driven tools to deliver more cutting-edge P2P solutions.

HAVING BID FAREWELL to a transformative 2023, we are looking forward to another exciting year of driving procure-to-pay (P2P) innovation in the hospitality industry, harnessing the power of Artificial Intelligence (AI) to bring even more efficiency and automation to our customers. Alongside the release of our Contract Management and Recipe Management functionality, the launch of our Business Intelligence tool was one of our most significant tech highlights last year. By eliminating data silos and consolidating rich repositories of P2P information to support decision-making processes, it has proven invaluable to our customers in refining their operational strategies and identifying cost-saving opportunities through trend analyses and advanced analytics. In the recently published 2023 Digital Hotel Operations Study, h2c GmbH noted a growing appetite

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for easily integrated solutions, with 69% of hotel respondents listing this as a key decision driver when choosing new technology. Additionally, the study recognised procurement as one of the top areas set to reap significant benefits from artificial intelligence. With the trajectory for both trends set to continue this year and beyond, our ambitious 2024 development roadmap reflects the industry’s need for process efficiency, spend optimisation and a seamlessly connected tech stack. Alongside the ongoing expansion of our Enterprise Resource Planning (ERP) and Point of Sale (POS) integrations list, our commitment to continuous, agile development and innovation will see us use advanced Machine Learning and other AIdriven tools to deliver more cutting-edge P2P solutions, empowering our customers to unlock the power of their data, enhance productivity, and reduce costs. n

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As one of Australia’s largest funds, we are also able to leverage our size and scale to keep our administration fees low1 so that our members can save more for their retirement.

PROUD TO BE AN AWARDWINNING FUND2

Our contribution to Member outcomes and Fund performance was recognised when Hostplus was named Money magazine’s Best Super Fund for 2024. Judged on strong performance, good value, and an ongoing focus on members, we’re proud to be a super fund that delivers on all three fronts. In October, we also won SuperRatings’ Best Low-Cost Offering award. This honour is awarded to the fund that has provided the best low-cost offering direct to members and is tangible recognition of our low-cost indexed investment options.

David Elia

Chief Executive Officer Hostplus

REFLECTING ON MY 20th year as CEO of Hostplus and anticipating the prospects of 2024, I am brimming with enthusiasm regarding the value we bring to our members, employers, and partners. Despite the challenges posed by market volatility, rising inflation, and geopolitical conflicts in 2023, it was a year marked by remarkable accomplishments and milestones. Hostplus performed strongly in FY23. Our Balanced (MySuper) option, where most of our members invest, delivered a return of 8.00% for the 12 months to 30 June 2023. Over the long term, this option returned 8.93% over 10 years, and 8.19% over 20 years to 30 June 2023. That’s after investment fees, costs and taxes have been paid.

GROWTH TO SUPPORT MEMBER OUTCOMES

Hostplus surpassed the significant milestone of AU$100 billion in funds under management in 2023 and successfully completed our merger with Maritime Super. Our continued growth enables us to explore new opportunities and deliver innovative and diverse products to our members – including six new pre-mixed investment options which we launched last year.

“Hostplus is proud to support the sector in a range of ways.” David Elia, Hostplus

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SUPPORTING THE HOSPITALITY INDUSTRY

In recognition of our origins and continued connections with the hospitality and tourism industries, Hostplus is proud to support the sector in a range of ways. In 2023, we remained dedicated to fostering innovation and talent within the sector. Throughout the year, Hostplus proudly sponsored industry-specific awards and scholarships, including the Australian Hotels Association National Awards for Excellence, the Restaurant & Catering Australia Awards for Excellence, and the Melbourne Food and Wine Festival Hostplus Hospitality Scholarship. Hostplus continues to support the hospitality industry and its dedicated workforce. We look forward to working with our industry employers and partners in 2024. Hostplus is poised for another year of success and unwavering support for the hospitality industry this year. Following a year of achievements in 2023, our focus remains on delivering exceptional value and outcomes for our members. We are committed to enhancing the member experience and strengthening our partnerships within the hospitality sector. Hostplus will continue to innovate and strive for excellence, actively seeking opportunities to uplift this dynamic industry. Wishing you all the best for a successful 2024 and beyond. n 1 Other fees and costs apply. Refer to the Hostplus PDS for more information. 2 Go to https://www.lonsec.com.au/super-fund/ratingsand-awards/ for rating and award criteria. Awards and ratings are only one factor to be taken into account when choosing a super fund. Past performance information is not indicative of future performance. Consider the relevant Hostplus Product Disclosure Statement (PDS) available at hostplus.com.au and your objectives, financial situation and needs, which are not accounted for in this information, before deciding if Hostplus is appropriate for you. For a description of the target market, please read the Target Market Determination (TMD), available at hostplus.com.au. Issued by Host-Plus Pty Limited ABN 79 008 634 704, AFSL 244392 as trustee for the Hostplus Superannuation Fund (the Fund) ABN 68 657 495 890.

LEADING SUPPLIERS

Mila Todorovic

National Commercial Manager, Sealy Sustainable and durable products in hot demand in the hospitality industry. SEALY POSTUREPEDIC IS an Australian family owned and operated company delivering meticulously hand-crafted mattresses that not only look good but also feature unique technology that is backed by scientific research and testing. Our investment in qualified research allows us to deliver sleep solutions with unmatched product performance to the hospitality industry. Throughout 2023, we worked closely with a number of leading hospitality partners delivering quality and durable mattresses that will continue delivering the highest guest satisfaction for many years to come. We have continued to grow our local partnerships and have also developed some new and exciting relationships that continue to flourish into 2024. We continue to be focused on developing ranges specifically designed with guest satisfaction and performance top of mind, whilst also being perfectly equipped to withstand the rigours of the hospitality industry. We use only the best, premium, Australian-sourced materials so every single mattress we produce reflects the richness and authenticity of pure Australian craftsmanship. Every detail, from the initial design concept to the final stitching, is handled with precision and care by our

dedicated team across our six local manufacturing facilities in Australia and New Zealand. This commitment and approach to manufacturing distinguishes our bedding from alternatives, providing a unique touch that enhances the overall guest experience. There is an increasingly emerging requirement for sustainable and durable products for the hospitality industry. Importantly, our local manufacturing facilities adhere to the highest industry practices for sustainability further emphasising our commitment to responsible production. Hotels embracing our handmade mattresses and bases not only offer guests an unparalleled experience but also make a conscious choice that resonates with environmental and local community values. Our intention for 2024 is to continue to promote exceptional guest experiences rooted in craftsmanship, quality, durability and sustainability. We have an enthusiastic and capable team who are on hand and excited for the year ahead. n

Heinrich Saayman and David Lowthian Co-Founders and Directors, SiLANT A shared vision for the future.

THE CHANGING OF the guard in 2023 did not signify a new beginning for us, but rather a continuation and a preservation of our status quo, albeit under a new brand, SiLANT (Pronounced “silent”). It was the amalgamation of two entities that had the same goals in mind and shared the same strong believes of customer values. Under the SiLANT brand, we have expanded our operations across Australasia with new headquarters in western Sydney and strengthened existing partnerships with industry leaders, such as SONIFI, Ruckus, Assa Abloy and Genetec enabling us to offer the hospitality industry integrated communications networks. Our goal is to provide cutting-edge, high-quality products and services and we continuously achieve this through development and investing in great talent and technology.

Technology will be used to automate and reduce costs, guests will expect all hotels to have the same if not better offerings as to what they have at home or at work, this will create increasing challenges for those properties that have not updated or future-proofed their in-room guest entertainment offerings for their guests. One of the most critical aspects of providing a beneficial guest experience will be an integrated communications network with high-speed capability to cater for the ever-increasing demand for content. In approaching years, I envision TVs (especially for hotel models) to develop to new heights and will become the central point in a room for interaction. This will continue to improve the visitor experience as new content applications emerge. n hotelmanagement.com.au

LEADING OWNERS

Shantha de Silva

Chief Operating Officer, Pro-invest Hotels Hotels primed for success with the return of travellers from China and Japan.

IN 2022 WE opened more hotels than any other owner/ operator in Australasia; and in 2023 we continued to expand our portfolio, opening several new hotels and restaurants. Hotel Indigo Melbourne on Flinders opened to wide acclaim after our AU$20 million repositioning of the property. The first Hotel Indigo in Melbourne, we drew inspiration from the history and colourful legends of its Flinders Lane neighbourhood. Following closely behind was the much anticipated Hotel Indigo Sydney Potts Point. Another brand debut, this hotel further cements our presence in the luxury and lifestyle segment, becoming the third Hotel Indigo in our portfolio. Last year we also unveiled three new restaurants and bars, enhancing our portfolio with distinctive culinary experiences. Beso combines Spanish culinary artistry with Melbourne’s vibrancy; Luc-San is a French Izakaya by Luke Mangan, blending Japanese and French flavours; while Harper Rooftop Bar, on Level Seven of Kimpton Margot Sydney, is the city’s largest rooftop bar. In December, Next Hotel Melbourne (one of our extensive portfolio of third-party management contracts delivered on behalf of Vista Hospitality Group), became the city’s first Curio Collection by Hilton and marked our inaugural partnership with Hilton. Hotel Indigo Melbourne on Flinders opened in 2023 following a AU$20 million repositioning

SNAPSHOT: PRO-INVEST HOTELS Year the company was founded: 2015 Year first hotel opened (Globally/APAC /ANZSP): 2016 Number of brands in the organisation: 10 Current number of hotels and rooms (ANZP): 32 hotels, 6000 rooms (open and pipeline) Head office locations (Globally/APAC/ANZSP): Sydney, Australia; London, UK

HM The Business of Accommodation

With Australia and New Zealand’s travel comeback continuing throughout 2023, we expanded our portfolio as demand rose with 32 hotels now open and in the pipeline. The performance of our properties has been very strong, with our diversified hotel portfolio outpacing competitors in RevPAR and GOP and our strong operating platform enabling nimble responses to capture increasing demand. Success in operational performance was matched with success as an employer – with certification as a Great Place To Work across Australia and New Zealand. Our sustainability strategy saw us successfully increase our GRESB Real Estate Assessment scores in our seventh consecutive year of participation, and we were honoured to receive the HM Award for New Zealand’s Best Mid-Scale Hotel (Holiday Inn Express and Suites Queenstown) and Australia’s Best Boutique Hotel (Kimpton Margot Sydney). The revival of travel is on track to continue this year, with the full effect of travellers returning from China and Japan expected to benefit the industry. The powerful combination of travel momentum with our comprehensive brand offerings, lean operating model and growth-oriented strategy, means we’re primed for further success in 2024. In light of our growth and performance, we announced several appointments and promotions that gives us a dynamic leadership team in place to further bolster our portfolio. Many of these colleagues play a crucial role in the success of our Revenue Centre, a centralised team that provides support to all Pro-invest Group and Vista Hospitality Group hotels and restaurants. The Revenue Centre’s primary focus is on enhancing performance through sales, marketing, and revenue management, led by a team of industry experts who conceptualize, develop, and implement solutions that maximise impact while maintaining cost efficiency and optimising returns for owners. This strategic approach allows us to enable our on-property teams to concentrate on their unique responsibilities – ensuring an exceptional experience for every guest. 2024 won’t be without the unexpected challenges that continue to impact the world at large and the hospitality industry specifically. However, with this powerful team, clear strategy, supportive investors and leading partners, I have no doubt we can tackle them all. Here’s to a great year for the industry across ANZ. n

LEADING OWNERS

Paul Salter

Managing Director, Salter Brothers Celebrating a decade in business in 2024.

2023 WAS ANOTHER busy and progressive year for us at Salter Brothers. We settled on 12 retreats as well as Sofitel Adelaide, the first of two property acquisitions in South Australia. Consequently, our staff headcount increased by 48% and we have expanded to four offices. The Spicers Retreats acquisition was awarded for being not only one of the largest regional hotel portfolio transactions in Australia but also one of the most multifaceted; due to the vendors’ ownership structure, negotiation of third-party management agreements, assets located across five regional councils within NSW and Queensland and consent from the Queensland Government regarding the management of the Scenic Rim Walk. The transaction also required the rehiring of some 360 staff across the portfolio. In the retreats space, we also acquired the Escarpment Group portfolio, Milton Park Country House and Hotel and Kingsford the Barossa. We launched our new third-party management platform, Salter Brothers Hospitality to address a gap in the market for a specialised and dedicated boutique lifestyle luxury manager with regional and CBD capabilities and expertise. Salter Brothers Hospitality currently operates 17 retreat hotels and estates, more than 20 restaurant and bars, 8 Spa Anise spas and other wellness facilities and Spicers Scenic Rim Trail, one of the largest ecotourism ventures in Queensland with 38 rooms over five camp sites. We also launched our own hotel brand, Ardour Hotels and Estates, which we will bring to market in 2024. Ardour is a brand of boutique luxury lifestyle hotels that will offer a retreat experience on a grander scale with facilities to cater for large groups including event spaces, day spas and multiple restaurants. Managed by Salter Brothers Hospitality, Ardour Hotels and Estates will have between 30-100 guestrooms and suites, with the brand intended to complement the ultra-boutique Spicers Retreats offering. Ardour is designed to provide transformative experiences that combine culture, art, and luxury in scenic settings, adapting to the energy of its guests and the changing environment. Throughout Q2 of 2023, our development teams worked tirelessly to refurbish Mercure Hotels (across NSW, VIC, QLD and WA) with our partner Accor. We also refurbished and rebranded Novotel Sydney City Centre in Wynyard and The Sebel Martin Place. We placed a strong emphasis on sustainable outcomes throughout these projects. With the right charity partners, Salter Brothers was able to help at risk groups and displaced families have access to furniture and other household items, thereby diverting from landfill. With our increased focus on ESG initiatives, we were able to significantly lift our GRESB score.

“We plan to grow our boutique luxury hotel strategy throughout Asia.” Paul Salter, Salter Brothers

2024 will be another exciting year for Salter Brothers, as we celebrate our firm’s 10-year anniversary. With the establishment of our Singapore office, we plan to grow our boutique luxury hotel strategy throughout Asia. We will look to acquire or organically build platforms focusing on hospitality and the broader living sector, including serviced apartments, co-living and build-torent. Salter Brothers’ skill set and experience in managing hospitality assets is complimentary and transferrable to the extended living sector and we are excited about the opportunities in the region. n

Salter Brothers recently acquired 225-acre South Australia property, Kingsford The Barossa

SNAPSHOT: SALTER BROTHERS Year the company was founded: 2014 Year first hotel acquired: 2015 Number of brands in the organisation: 10 Current number of hotels and rooms (US): 1,291 rooms Current number of hotels and rooms under management (APAC): 36, over 5000 rooms Head office location: Melbourne

hotelmanagement.com.au

LEADING OWNERS

Dr Jerry Schwartz Co-Founder and Director Schwartz Family Company

Integrating new ideas is necessary to push the industry forward.

THE AUSTRALIAN HOTEL industry saw considerable change towards the end of 2023, and 2024 started with our decision to appoint new management group Trilogy Hotels to run four of the SFC hotels – Fairmont Resort Blue Mountains, Mercure Canberra, Mercure Sydney and Ibis World Square. The management agreements for these four hotels were due for renegotiation and I selected Scott Boyes and his new group to take over the management, backed by a franchise agreement with Accor to utilise their renowned distribution systems. For me, that’s the best of both worlds. Our industry should always be looking at integrating new ideas into the management of hotels. Managers also need to be nimble and ahead of the curve when it comes to delivering the best outcomes for owners. Just as hotel management companies have evolved their range of brands, they also need to evolve their operating skills. I am constantly seeking to upgrade the guest experience. That can be seen in my investment in a luxe spa centre at Sofitel Sydney Darling Harbour, a cinema and revamped restaurant at Rydges Sydney Central, and a whole range of new and enhanced family-friendly facilities at Paradise Resort Gold Coast, Rydges Resort Hunter Valley and Fairmont Resort Blue Mountains. Sofitel Sydney Darling Harbour opened a luxury spa centre in 2023

“We will need to constantly excite and entice travellers to stay in Australia.” Dr Jerry Schwartz, Schwartz Family Company

My new partnership with GABS will bring further opportunities for beer and wine related festivals at SFC properties in 2024. Domestic leisure business will remain critical for local hotels in 2024, so we will need to constantly excite and entice travellers to stay in Australia rather than flying overseas and fill the ever-increasing number of quality hotels opening across the country. I think we are still some way from being “back to normal” in the Australian hotel sector. Leisure and event-related travel has boomed, but corporate travel underperformed in 2023, largely due to many companies still not mandating a return to the office. While it is unlikely we will return to the pre-Covid corporate environment, I think it is important for the economic health of city CBDs that more 9-to-5 workers are attracted away from their kitchen benches and back into city offices. That will also help revive conferencing, which showed signs of revival in 2023, but needs greater impetus given the opening of many new hotels with significant function spaces. These new hotels – and all the existing properties – also require qualified staff, which is why I am involved with establishing a hospitality college in Newcastle. Initially, the college will operate out of Rydges Newcastle until a purpose-built venue opens in the city later in the year. The college will offer courses in hospitality, IT, spa therapy and brewing, with a training brewery built on site that will also provide beer to a bar and function centre we are planning on the ground floor of the Crossing apartment block in Merewether Street. It will allow me, as an employer, to tap into students during their training and also once they graduate. n

SNAPSHOT: SCHWARTZ FAMILY COMPANY Number of hotels and rooms: 14 hotels; 4,208 rooms Year the company was founded: 1973 Number of brands in the organisation: 8

HM The Business of Accommodation

AUSTRALASIAN LEADERS

Hotel Wonil Perth was the first Handwritten Collection hotel to open in Australia

Adrian Williams

Chief Operating Officer Accor Pacific Powerful partnerships bring new opportunities.

IN 2023, ACCOR Pacific made significant investments in our brands, our people, and our partnerships to support the growth ambitions of our owners. In February 2023, we opened our first Handwritten Collection hotel, Wonil Hotel in Perth. This was followed by the opening of Hotel Morris in Sydney in June. We have ambitious plans for the Handwritten Collection, with a goal of reaching over 250 hotels by 2030 across the globe. Pullman is also expanding significantly in the region, with Pullman Penrith and Te Arikinui Pullman Auckland both opening in 2023. We are also innovating in our properties, and we are expanding the use of AI Robotics for improving process efficiencies, as part of our intent to improve productivity. We continue to invest in our loyalty partnerships to heighten the appeal of Accor Live Limitless and grow our hotels customer base to drive room nights. We have a strong relationship with Qantas Frequent Flyers and have implemented dedicated programs to attract new members and increase our share of their loyalty. We have established partnerships with organisations such as TEG, Peloton, National Australia Bank, Commonwealth Bank, and the Bank of New Zealand. These collaborations provide extraordinary opportunities for our loyal customers, granting them access to enhanced benefits and rewards as part of their ALL membership. In New Zealand, we continue to invest in our partnership with Air New Zealand, we have renewed our relationship with leading sports star Ruby Tui as an Accor Live Limitless ambassador, and we continue our association with TVNZ’s Breakfast One for a second year.

“Sustainable actions are critical.” Adrian Williams, Accor Pacific

Throughout the year, Accor Stadium has played host to over 760,000 people, who attended headline events featuring global entertainers such as Ed Sheeran, Harry Styles and Guns ‘n’ Roses, generating unprecedented interest in Accor and our ALL - Accor Live Limitless Loyalty program. Additionally, the FIFA Women’s World Cup had a significant impact on occupancy demand during the winter months in Australia and New Zealand, generating over 43,000 room nights for hotels from teams, officials, and spectators. Sustainable actions are critical, and Accor Pacific is the first operator in the region to enter a strategic partnership with Ecotourism Australia. This partnership ensures that all our hotels, apartments, and resorts across the Pacific are certified as Sustainable Tourism through Ecotourism Australia’s new Sustainable Tourism Certification program. We have made significant progress in reducing single-use plastics in our guest-facing areas and are committed to further reductions in 2024. We remain optimistic about the future of the hospitality industry in the Pacific region beyond 2024. This positive outlook is based on several factors, including the region’s natural beauty, cultural diversity, and increasing tourism demand. Advancements in technology and sustainability practices will continue to enhance the guest experience and drive innovation in the industry. Overall, Accor Pacific is confident that the hospitality sector in the Pacific will remain a key player in the global tourism market, offering exciting opportunities for growth and development for our owners. n

SNAPSHOT: ACCOR Year the company was founded: 1967 Year first hotel opened (ANZSP): 1991 Number of brands in the organisation: 40+ Current number of hotels and rooms (ANZP): 400 hotels; 64,000+ rooms Head office location (ANZSP): Sydney

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AUSTRALASIAN LEADERS

Rod Munro

Managing Director Australasia BWH Hotels The industry must embrace technology to stay relevant with younger travellers. 2023 WAS A year of resounding resurgence as the travel industry rebounded from the difficulties brought on by the pandemic. Evident from BWH Hotels’ revenue, 2023 brought about an era of recovery and performance as RevPAR and ADR far exceeded 2019 and 2022 levels. It was a year of exceptional growth across Australia, New Zealand and in particular South East Asia for BWH Hotels. Stepping into my role as Managing Director in September 2023, I was excited by the opportunity to elevate the global brand in Australasia and forge key relationships with industry partners to centralise our approach in Asia Pacific. This year alone, the brand saw 12 openings from our traditional brands, soft brands, upper upscale and midscale segments. The market boasts 150+ existing hotels and 16,000 keys currently in the development pipeline ranging from luxury to economy. Operating alongside our APAC colleagues, we’re harnessing the power of the global brand to elevate our presence in market with a powerful centralised development strategy. This new year brings with it optimism and expansion as BWH prepares to launch 15 new hotels across key regions in Australia, Vietnam, Thailand, Pakistan and other markets. While the year ahead certainly remains hopeful, it doesn’t come without its set of challenges. Inflationary pressures have led to increased costs for labour and materials, slowing down developments amidst growing financial constraints. We have seen strong demand in the conversion market with hoteliers and investors gravitating towards retrofitting existing structures and conversion projects while tapping into BWH’s domestic and international GDS operations. Not only are developers feeling the crunch of rising interest rates, but price conscious travellers are seeking more out of their stays to escape the everyday pressures while on holiday. We’re seeing a new generation of travellers eager to see more and do more while consciously making sustainable travel decisions. BWH has responded to traveller demand with the evolution of its Earth, People and Community (EPC) initiative with an emphasis on developing practical solutions to change hotel guest behaviour to reduce negative environmental impacts. The EPC program reflects BWH’s belief that driving progress towards a sustainable future requires collective action. Technology plays a vital role in the success of our industry with the developments in Artificial Intelligence (AI). The accommodation and tourism sector needs to remain ahead of the tech curve to maintain relevance with Gen Z and emerging Gen Alpha travellers. Embracing the integration of AI-based systems will be paramount 82

HM The Business of Accommodation

“Price conscious travellers are seeking more out of their stays.” Rod Munro, BWH Hotels

to seamlessly enhancing traveller experiences from finding a hotel, comparing flight options, and gaining inspiration on where to go and activities to do. The future development of AI will pose not only a challenge, but an opportunity for the hotels who utilise its capabilities to attract new and returning guests. BWH Hotels is set for another record year of revenue and development in 2024. With more than 100 projects in various stages of development across the region, the brand is set on rapid expansion over the next few years. Key areas of interest include capital cities, regional hubs and tourist hot spots in Australia, New Zealand and South East Asia. n

SNAPSHOT: BWH HOTEL GROUP Year the company was founded: 1946 Year first hotel opened (ANZP): 1975 Number of brands in the organisation: 19 Current number of hotels (ANZP): 71 Head office location (ANZP): Sydney

AUSTRALASIAN LEADERS

naturally works in this space. We are a licensed real estate agent, property manager and building manager on top of being a hotel and apartment-hotel operator. We are buoyed by the opportunities to expand our operations in these areas across Australia and New Zealand. We see opportunity to work with owners where properties have not received the capital investment required to keep pace with new stock in key markets. We assist owners and partners in the refurbishment process to reposition and maximise the potential of their asset. The conversion of B-Grade office space is ripe for new apartment product as the commercial office market has been impacted by ongoing work from home trends. Office conversions have the dual benefit of reduced construction costs and environmental impact compared to new builds. We are a proud leader in apartment-hotels, hotels, property management, building management and Buildto-Rent, with a focused growth strategy for Nesuto across Australia and New Zealand. We are ambitious to redefine our industry. n

Mark Ronfeldt

Chief Executive Officer Daiwa Living Nesuto Rising migration is increasing demand for apartment hotels.

WE ARE OPTIMISTIC as we move into 2024. Our industry has demonstrated an unwavering ability to adapt to external economic and social challenges, while innovating and staying the course to deliver great guest experiences. Daiwa Living Nesuto Group has had a strong 12 months with continued investment in our hotels and apartments, our brand, technology, combined with the right teams to deliver our ‘stay real’ philosophy for guests and great returns for owners. A 2023 highlight was the opening of our first Victorian property Nesuto Docklands, a $100m+, 211-room 5-starGreen-Star rating, new-build apartment hotel located in The District Docklands. A flagship property for the group in Australasia, Nesuto Docklands showcases the best of the brand. As corporate travel is returning, we are seeing a material change from 2019 patterns. Corporate travel is less frequent, however when people do travel, they are staying for longer and in most cases, they combine leisure with business. Rising migration has increased demand on the already competitive residential market, putting hotel apartments into the mix of options for new residents or people relocating for work. Nesuto is benefitting from these market forces. Government business has been strong due in part to various crisis responses. Nesuto played a key role in the New Zealand Government’s Afghan resettlement program. Nesuto Stadium Auckland won the inaugural AHICE Aotearoa Outstanding Team of the Year award in recognition of their efforts during this period. We’re also thrilled to see Nesuto team members receive finalist recognition at the HM and Women in Travel Awards. Build-to-Rent (BTR) is a hot topic, and we already adopt this model across our portfolio. Nesuto is owned by one of the largest global BTR businesses Daiwa Group, so Nesuto

Nesuto is positioned for growth across Australia and New Zealand

“The conversion of B-Grade office space is ripe for new apartment product.” Mark Ronfeldt, Daiwa Living Nesuto

SNAPSHOT: DAIWA LIVING NESUTO Year the company was founded: 2019 Year first hotel opened: 2019 Number of brands in the organisation: 2 Current number of hotels (Globally): 15 Current number of hotels and rooms (ANZP): 14 properties; 1210 rooms Head office locations: Tokyo - Daiwa Living; Sydney - Daiwa Living Nesuto

hotelmanagement.com.au

AUSTRALASIAN LEADERS

Matthew Rubie

Country General Manager – Australia Frasers Hospitality Upskilling and targeted development is critical to achieving goals in 2024.

FRASERS HOSPITALITY CONCLUDED 2023 with healthy improvement in operating performance, RevPar growing substantially across all regions and our properties in the Australian portfolio setting new benchmark high performance levels. Despite the ongoing macroeconomic challenges that continue to cast a degree of uncertainty, our outlook remains bolstered by the resurgence in leisure and business travel demand during 2023, the resumption of marquee events and concerts and, importantly, improved flight capacities across key cities both locally and internationally. Our global development team has ensured positive growth momentum will intensify in the years ahead with no less than 26 new properties in the pipeline across the globe. In 2024 alone we will add a further nine properties across Asia and the Middle East with key additions to our portfolio in Bahrain, Vietnam, China combined with a welcome return to Hong Kong for our Fraser Place brand. As the needs of travellers continue to evolve and combined with shifting perceptions of home ownership, we consider innovative concepts such as microapartments, and co-living spaces will continue to emerge over time to overcome the challenges of home affordability with the rising living cost in global cities. These previously ‘alternative’ options will continue to emerge to bridge the widening income gap and to meet the needs of evolving demographic trends along with consumer spending habits and travel patterns. With this in mind, and as a leading provider in the extended stay market, we will continue in 2024 to consider, curate and evolve our systems, product and people with a long-term sustainable focus in order to meet and exceed our guests’ needs and create memorable experiences. On the technology front, we have revamped our internal platforms during the pandemic and continue to seek guest focused improvements from streamlined booking processes to interactive in-room amenities, ushering in a new era of seamless and innovative services. Adding to this is our renewed and deep focus on our data, analytics and insights that really help lay the foundations for personalised services to flourish and at the same time allow product enhancement and evolution. With tourists and corporates alike increasingly seeking accredited sustainable options when meeting their travelling needs, Frasers Hospitality continues to seek opportunities to be a catalyst for change in the varied global markets it operates in. Our local commitment to sustainability continues, headlined by our renewed Carbon Neutral Certification for Capri by Fraser 84

HM The Business of Accommodation

“Microapartments, and co-living spaces will continue to emerge over time.” Matthew Rubie, Frasers Hospitality

Brisbane, along with a commitment to achieve Greenstar ratings across our properties in 2024. As at the time of writing we are closing in on completion of a major revamp of the HVAC System at Fraser Suites Sydney, highlighting our focus on balanced improvement of guest experience, efficiency and sustainability. Underpinning growth and profits are our people and the need to attract, nurture and evolve talent whose effective management remains a crucial catalyst to unlocking a competitive advantage. Across our business globally we are actively seeking to upskill and develop in areas that suit our core business objectives via mentoring and other targeted development programs and an evolving migration policy that facilitates temporary migration or intercompany transfers are critical to achieving these goals. In summary, we are cautiously optimistic on the outlook for 2024 and looking forward to continued evolution of our business and the many opportunities that will no doubt present. n

Capri by Fraser Brisbane has renewed its Carbon Neutral Certification

SNAPSHOT: FRASERS HOSPITALITY Year the company was founded: 1998 Year first hotel opened (Globally/APAC /ANZSP): 1998 Number of brands in the organisation: 5 Current number of hotels and rooms (Globally): 10,334 keys Current number of hotels and rooms (APAC): 22 properties; 4,438 keys Current number of hotels and rooms (ANZP): 3 properties; 676 keys Head office locations: Singapore, Sydney

AUSTRALASIAN LEADERS

Paul Hutton

Area Vice President – APAC Head of Australasia and South Pacific, Hilton Flexibility and inclusivity remain important for team members and guests.

AS WE LOOK back on the last 12 months, our commitment to excellence and innovation in the hospitality industry has propelled us to new heights. Here are some key highlights from this period that showcase our achievements, initiatives, and the positive disruption we’ve brought to the market. Our recently opened hotels, such as the Next Hotel Melbourne, Curio Collection by Hilton, Hilton Garden Inn Busselton, The Residences at Hilton Port Moresby and Hilton Garden Inn Albany are testament to our growth ambitions. Each of these hotels has experienced strong performance and are resonating positively with our guests. These additions to our portfolio reflect our dedication to providing exceptional guest experiences in diverse locations. Over the past year, we enthusiastically took part in Sydney World Pride events through our partnership with Minus18 to deliver the inaugural Rainbow Formal. Our participation underscored our unwavering commitment to fostering inclusivity and celebrating diversity. These initiatives not only resonate with our core values they contribute to cultivating an inclusive atmosphere that extends to both guests and staff. Furthermore, our ongoing training collaboration with partners such as Minus18 and Husbands that Travel exemplifies our dedication to promoting inclusivity. Through these comprehensive team member training programs, we strive to guarantee a welcoming environment for both our team members and guests. Along with our global recognition as the number one Great Place to Work, locally we are honoured to

“A fundamental shift in our approach to workplace flexibility is on the horizon.”

be recognised as the No. 2 Large Great Place to Work in Australia and the leading hospitality company. This achievement is proof of our continuous efforts to foster a positive work environment. Our team members are the backbone of our success, and this acknowledgment reflects their dedication and passion for delivering exceptional service. In response to the evolving landscape of talent acquisition, we launched a TikTok recruitment campaign that brought positive disruption to how we attract and recruit talent. This innovative approach not only showcased our brand personality but also appealed to a younger demographic, reinforcing our commitment to staying at the forefront of industry trends. Looking ahead to 2024, we eagerly anticipate a wealth of opportunities on the horizon. Demonstrating our adaptability to evolving business landscapes, initiatives like Hilton for Business exemplify our commitment to staying ahead of industry trends. Furthermore, our dedication to the growth and development of our team members is evident in initiatives such as our efforts to broaden international opportunities, both permanent roles and temporary secondments. As we progress, a fundamental shift in our approach to workplace flexibility is on the horizon, transcending the conventional 10-day fortnight model. This transformative move aligns seamlessly with our overarching commitment to fostering a workplace culture that embraces diversity, values its employees, and sets uncompromising standards for excellence within the industry. With a bright future ahead, we are thrilled to continue steering the narrative of hospitality, placing innovation, inclusivity, and the delivery of exceptional guest experiences at the forefront of our endeavours. n Hilton Port Moresby Residences recently launched in Papua New Guinea

Paul Hutton, Hilton

SNAPSHOT: HILTON Year the company was founded: 1919 Year first hotel opened: Global 1925 | APAC 1963 |ANZSP 1960 Number of brands in the organisation: 22 Current number of hotels and rooms (Globally): 7,399 hotels; 1,159,785 rooms Current number of hotels and rooms (APAC): 717 hotels; 157,477 rooms Current number of hotels and rooms (ANZP): 29 hotels 6,261 rooms Head office locations: McLean, Singapore, Sydney

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AUSTRALASIAN LEADERS

Robert Dawson

Area Vice President – Pacific Hyatt Hotels and Resorts

Hyatt is focusing on sustainability, wellbeing and experiences to win customers

Defining luxury while mastering the basics.

WHEN WE THINK about how to lead in the hotel industry, we often think about the prime locations, enviable design concepts and world-class services that help our properties stand out from the pack. But as enjoyable as these details are, we can never succeed without mastering the basics. That starts with a good night’s sleep. We strive to define luxury through our properties, and as a company we are making a strategic pivot to even more high-end offerings – with sustainability and wellbeing at the centre and a renewed focus on experiences for today’s travellers. But if guests don’t get the rest and serenity they need, all other concerns are worthless. After an exciting year for Hyatt in Australia and New Zealand, we announced plans for a new Hyatt House in Melbourne, opened a luxurious new club space in Hyatt Regency Sydney and, more broadly, saw our global pipeline swell to a record 117,000 rooms. Hyatt is incredibly proud of these achievements and we are honoured to have earned the trust of our guests to such an extent that our World of Hyatt loyalty program is now the fastest-growing in the entire hotel industry.

“We are still navigating higher prices overall, and a tighter labour market.” Robert Dawson, Hyatt Hotels and Resorts

SNAPSHOT: HYATT HOTELS AND RESORTS Year the company was founded: 1957 Year first hotel opened (APAC): 1969 Number of brands in the organisation: 28 Current number of hotels and rooms (Globally): 1,310 properties; 313,257 rooms Current number of hotels and rooms (APAC): 262 properties; 70,518 rooms Current number of hotels and rooms (ANZP): 13; 4300+ rooms Head office location (Global): Chicago

HM The Business of Accommodation

Membership in the program has tripled to more than 40 million from its start in 2017 and quadrupled in the Asia Pacific region. We have achieved 40-42% penetration for the program in Australia and New Zealand – and growing. We have earned this loyalty by never losing sight of the basics: guests need a good night’s rest, a nutritious meal and a comfortable place to relax. To this end, we are redoubling our commitment to care for people so they can be their best by introducing a new promotion in Australia and New Zealand: Sleep at Hyatt. This holistic sleep experience fosters a relaxing sleep ritual to wind down, stress less and sleep soundly. We are offering sleep packages in collaboration with iKOU, Dreamers Sleep eyewear and Headspace meditation content through the World of Hyatt app, as well as sleep tips via the sleepathyatt.com website. In 2024, we expect we will need to sleep given our meetings and events business is strong and we expect traffic from transient business travellers to rebound and fully stabilise toward the end of next year. The rising trend of combining business travel with leisure, known as “bleisure” took off just after the pandemic and continues to be a strong contributor to longer stays and more group travel. As airlift between China and Australia returns, we expect the number of guests from Greater China to swell contributing a significant source of new traffic to our already bustling properties. Inbound travel from India is also picking up, as is that from Japan and Korea, while the US and UK inbound remains steady. As with all businesses, we are still navigating higher prices overall, and a tighter labour market than we saw before the pandemic, but we see these trends heading in the right direction as well – and a regional recruitment campaign is helping us stay on top of our staffing needs. It’s certainly been a busy year in 2023, and we look forward to an even busier 2024. n

AUSTRALASIAN LEADERS

Matt Tripolone

Managing Director – Australasia and Pacific IHG Hotels and Resorts Leading the charge in shaping industry trends not merely focused on growth. 2023 HAS BEEN pretty wonderful for both our industry, and for IHG – the first year we were unshackled from restrictions and free to fly once again, and fly we did! Across the board, our industry has enjoyed strong performance as travel returns, punctuated by some iconic hotels signed and opened across the Australasia and Pacific regions, a testament to the long-term health of our industry. The amalgamation of our key industry bodies to form one voice for our industry, Accommodation Australia, has also been a watershed moment that should make us feel proud and buoyant for the future. Stepping into 2024, IHG finds itself in the strongest position ever, armed with an operational leadership dream team that’s second to none. Our Directors of Operations, Emma Hynes, Gareth Long, and Sam Davies, bring unparalleled expertise to the table, poised to collaborate with owners and hotel teams to achieve even greater milestones for our estate. Alongside them are fully resourced Development and New Hotel Openings teams, in addition to experienced local senior leadership and inmarket expertise across all functions. No discussion about our dream team is complete without acknowledging the exceptional leadership of Leanne Harwood. Over the past six years, Leanne has positioned us for the fantastic state we find ourselves in today. While her absence will be felt, we are more than prepared to embrace the next era with the incredible team she has cultivated. Leanne, thank you for everything you’ve done for IHG and the industry, we wish you the best. In terms of growth, despite some slowing in deals in Australia last year, we’ve seen continued appetite among owners to partner with global brands for enhanced returns on their assets. Pro-invest’s collaboration with IHG resulted in two breathtaking Hotel Indigo properties in Melbourne and Sydney in 2023. Holiday Inn Dandenong by Pelligra Group opened earlier in the

year, followed by Holiday Inn & Suites Geelong with the Franzé Developments team, both of which are stunning examples of the brand and its open lobby concept. Exciting plans for Crowne Plaza Geelong and voco Gosford signify our continued growth trajectory. IHG now stands as the leading operator of hotels across the Pacific Islands, boasting properties in Fiji, Vanuatu, French Polynesia, and Micronesia. The upcoming openings of Crowne Plaza Nadi Bay in Fiji and InterContinental Lifou Wadra Bay Resort in New Caledonia add to our portfolio, promising even more unique guest experiences in the region. In New Zealand we’re set to triple our presence in Auckland once Hotel Indigo opens later in 2024, following the spectacular InterContinental at One Queen Street that opened in January. Yet, our achievements extend beyond numerical growth. In 2023, our Diversity, Equity and Inclusion (DE&I) Council made a tangible impact across pillars such as gender, accessibility, reconciliation action plan, and LGBTQ+ community support. ‘Giving for Good’ month saw the return of our ‘Stay for Good’ campaign, resulting in over 120,000 meals donated to OzHarvest in September. As we stand on the cusp of 2024, IHG is not merely focused on growth; we are leading the charge in shaping industry trends: elevating our focus on sustainability, technology, local and cultural experiences, social design, and DE&I, we are set to define the future. Our outlook for 2024 is optimistic and I eagerly anticipate working together with our industry to achieve remarkable milestones. Let’s make 2024 a year of innovation, growth, and positive impact. n

An artist’s impression of InterContinental Lifou Wadra Bay Resort in New Caledonia

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AUSTRALASIAN LEADERS

Marriott will start the year with the opening of Courtyard by Marriott Perth, Murdoch in February. We will debut in South Australia with Adelaide Marriott Hotel in mid-2024. Marriott Executive Apartments Port Moresby will follow shortly thereafter – being our inaugural foothold in Papua New Guinea. JW Marriott Auckland’s full transformation as Auckland’s best luxury hotel will be revealed in late 2024. We are already seeing a strong Q1 for bookings in Sydney and Melbourne, with major upcoming events supporting pick up ahead of 2019 levels – including the Australian Open, Taylor Swift concerts, Mardi Gras and Formula 1 Australian Grand Prix in Melbourne. ADR for Q1 2024 is showing an impressive increase of over 35% compared to 2023, and our hotels are pacing at 15% ahead of 2023 mostly driven through ADR. Our loyalty programme Marriott Bonvoy continues to forge its way forward as a world-leading travel loyalty program. We are about to hit the milestone of 200 million members worldwide. More than ever, travelers are looking for human connection, genuine hospitality, and those pinch-me moments that can make their entire travel experience. In 2023 as official hotel partner of the Australian Open we hosted close to 1000 people for the best tennis hospitality experience on offer, and at the Formula 1 Grand Prix our guests enjoyed money-can’t-buy experiences including pit lane walks and meet-andgreets with drivers. I also was proud to take part in the Sydney Mardi Gras parade alongside our associates representing W Hotels and our company’s commitment to Diversity and Inclusion. We will bring this all to life again in 2024 through our Marriott Bonvoy Moments as we connect with members over these major moments and throughout the year. n

Sean Hunt

Area Vice President – ANZP Marriott International Major events set to drive strong results in 2024.

LAST YEAR SAW tremendous growth in Marriott International’s portfolio. We celebrated four new milestone openings in 2023: Le Meridien, Melbourne; The Ritz-Carlton, Melbourne; Moxy Sydney Airport (brand debut); and the world’s largest W Hotel, Sydney. In November we were proud to win 11 awards, and 12 Highly Commended awards at the prestigious HM Awards, including Hotel Brand of the Year, New Hotel and Luxury Hotel. I was also honoured to win Australasian Hotelier of the Year. Marriott International ranked top 10 in Australia’s Best Workplaces in the large company category across all industries. Our promising expansion in the region and our strong people-first culture provides enormous growth opportunities for our talented team of over 10,000 ANZP associates. We’re seeing growth in our market for the Moxy brand, with the recent signing of Moxy Pitt Street, Sydney bringing the total open and pipeline to four in ANZP – fueled by modern travellers’ desire for connection and unconventional experiences. The luxury portfolio has been an opportunity for growth for Marriott in ANZP, with our strong global luxury brands being valued by owners and desired by guests. Luxury now represents close to 25% of Marriott’s portfolio globally. One challenge is the cost of development in Australia and New Zealand, impacting on the number of new build signings, and as a result we will see more conversion opportunities in 2024 and beyond. Our primary client base remains domestic although we have seen a pickup in international inbound travel. In H2 we saw growth from the US of around 16-17%. Whilst China remains a relatively small source market for us as group travel still recovers, this segment has grown for us since Australia was added to the approved list of outgoing travel in August. 88

HM The Business of Accommodation

“One challenge is the cost of development.”

Marriott will make its South Australia debut with the opening of Adelaide Marriott Hotel in mid-2024

Sean Hunt, Marriott International

SNAPSHOT: MARRIOTT INTERNATIONAL Year the company was founded: 1957 Year first hotel opened (Globally): 1957 Number of brands in the organisation: 30+ Current number of hotels and rooms (Globally): 8463 hotels; 1,545,647 rooms Current number of hotels and rooms (APAC): 1051 hotels; 281, 549 rooms Current number of hotels and rooms (ANZP): 44 hotels; 10,299 rooms Head office locations: Bethesda, Singapore, Hong Kong, Sydney

AUSTRALASIAN LEADERS

SNAPSHOT: MERITON SUITES Year the company was founded: 1963 Year first hotel opened: 2003 Number of brands in the organisation: 1 Current number of hotels and rooms (ANZP): 23 hotels; 8,380 rooms Head office location: Sydney

Matthew Thomas

Group General Manager – Meriton Suites Director, Meriton Group

The tourism market is still not at pre-pandemic levels because international arrival volumes remain down by 20%. However, by opening new hotels in new markets like Melbourne it is a clear demonstration of our confidence in the continued growth of both the domestic and international market. According to trends and travel patterns, we are seeing that international travel is slowly coming back post pandemic, with India becoming one of the fastestgrowing tourist markets for Australia. As a result, we are working with key government tourist departments because we know that these travellers like to visit in large groups with family and friends making our apartmentstyle suites the perfect hotel accommodation during their stay. Our pipeline is very exciting which includes several new Meriton Suites locations in Sydney and a third location in Brisbane CBD. But that is not to say more will be added because we are always watching the market for new locations as our goal is to have Meriton Suites in all capital cities nationally. n

Targeting one of Australia’s fastest-growing tourist markets, India. 2023 WAS A big year for Meriton Suites where we opened another Sydney hotel in Liverpool and entered two new markets with the launch of Meriton Suites Melbourne and Canberra – that is a total of 889 new rooms. Being an Australian owned and operated company, we can reinvest back into our properties. Therefore, in combination with the new openings we completed a few refurbishments over the past year which included our first Gold Coast property, Meriton Suites Broadbeach, that underwent an extensive refurb to 189 rooms. Meriton Suites Pitt Street lobby was upgraded, transforming it into a harmonious blend of modern sophistication with sleek lines and contemporary furnishings. We also undertook a multi-million dollar lift upgrade at both Meriton Suites Bondi Junction and Pitt Street to increase reliability and efficiency. There are still some operational challenges that we face to rebuild our service delivery. After all, we are in the service industry and customer service and guest experiences are our priority. Beyond offering comfortable

“There are still some operational challenges that we face to rebuild our service delivery.” Matthew Thomas, Meriton Group Meriton Suites launched its first Melbourne property in 2023

accommodation and attractive amenities, the delivery of unparalleled service is the key differentiator that defines us and contributes to our success. It goes beyond meeting needs to exceeding expectations and creating memorable experiences for every guest. hotelmanagement.com.au

AUSTRALASIAN LEADERS

Minor Hotels opened its first Perth CBD property, Oaks Perth Hotel, in 2023

Craig Hooley

Chief Operating Officer Australia and New Zealand Minor Hotels

During 2023, we saw notable growth in corporate

Travellers are seeking comfort, convenience and value for money. DURING 2023, WE saw a surge in domestic hotel reservations, highlighting the trend that Australians were adjusting their travel arrangements rather than cancelling altogether. Our response involved not only providing the best value for our guests but also enhancing the overall experience through strategic collaborations with compatible brands. Additionally, we promoted the idea of combining leisure stays with work trips to save on flight expenses. These initiatives collectively contributed to our achievements in the past year. On the development front for Minor Hotels, 2023 saw us reveal a number of new hotel developments including the launch announcement of Australia’s first NH Hotel, NH Sydney Airport in 2026, as well as the opening of our first Perth CBD property Oaks Perth Hotel, the refurbishment of Oaks Melbourne on Collins Hotel, the reopening of the sparkling lagoon pool – one the largest in the southern hemisphere at Oaks Port Stephens Pacific Blue Resort, and the first phase completion of the extensive renovation of Oaks Queenstown Shores Resort. As part of our CSR program, Oaks Giving Tree, we partnered with Mount Franklin on our Water for Humanity initiative. Guests staying at Oaks Hotels, Resorts and Suites can purchase a special edition bottle of Mount Franklin water, with a dollar from the sale of each bottle donated to Habitat for Humanity Australia and Habitat for Humanity New Zealand. Turning to challenges, and with stabilising ADRs at the top line and increases in both material costs and interest rates, deals are hard to stack. However, where there are low debt levels and land holdings, we are seeing new projects move forward, and we are particularly excited to see the introduction and growth of NH brand in the Australian market. 90

HM The Business of Accommodation

“We are keen to explore potential growth in the Indian region.” Craig Hooley, Minor Hotels

travel, with business travel rising in the Asian region – specifically at our first Oaks Hotels, Resorts and Suites property in China, Oaks Chengdu at Cultural Heritage Park. We anticipate the new proposed visa will further boost travel to this market. In the international market, we are keen to explore potential growth in the Indian region during 2024, and we are looking forward to the return of the northern luxury market. Minor Hotels Australasia is seeing strong demand early in 2024 from all segments, including a strong corporate market, and is on track to deliver year-onyear growth. We are confident in our fundamentals and continuing our growth trajectory for Oaks Hotels, Resorts and Suites, as well as the introduction of the Avani+ and NH brands into the local market. To support this growth, we will extend our awardwinning Happy Folks Choose Oaks brand campaign into 2024, which articulates our distinctive proposition that holidays don’t have to be extravagant to have a positive impact on wellbeing. Simple trips like a weekend staycation, a regional road trip or a coastal escape tap into the current climate which prioritises getaways that offer value for money, convenience, and all the comforts of home – something we excel at with our spacious, family-friendly accommodations which include in-room kitchens, laundries, living spaces and multiplebedroom options. n

SNAPSHOT: MINOR HOTELS Year the company was founded: 1978 Year first hotel opened: APAC 1978 | ANZSP 1991 | Europe 2000 Number of brands in the organisation: 8 Current number of hotels and rooms (Globally): 532 opened hotels; 78,500 rooms Current number of hotels and rooms (Asia, Middle East and Africa): 91 hotels; 15,136 rooms Current number of hotels and rooms (ANZP): 68 hotels; 7,300 rooms Head office locations: Bangkok, Brisbane, Madrid

AUSTRALASIAN LEADERS

Lachlan Hoswell Managing Director, Australasia Radisson Hotel Group The outlook remains strong for a resilient hotel market.

AUSTRALASIA’S HOTEL MARKET experienced strong recovery across the board in 2023. While this has largely been fuelled by the robust recovery of the domestic leisure market, we have seen high growth in international arrivals to the region, and the continued return of domestic and international flight routes that underpin this encouraging performance. International visitors are expected to return to Australia more quickly than previously predicted, according to Tourism Research Australia’s latest forecasts. The Tourism Forecasts for Australia 2023 to 2028 report predicted a total of 7.3 million international visitors last year (almost twice as many as 2022) and estimates 9.3 million in 2024, reaching 98% of prepandemic levels. The resilience of the hotel market itself has been noteworthy. Major cities across Australia have witnessed a full recovery in Revenue per Available Room (REVPAR) to pre-COVID levels, driven by growth in Average Daily Rate (ADR). Melbourne has emerged as Australia’s largest hotel market, absorbing new supply and reinforcing its position as a key destination in the travel and tourism industry. At Radisson Hotel Group, several strategic moves shaped our growth in Australasia last year. We signed Radisson Blu Mirage Resort, Fiji Naisoso Island which will complement our Radisson Blu Resort Fiji Denarau Island, a strong performing hotel pre and post Covid. The outlook for Fiji remains strong and with ground works now in full swing, we are excited to see this project come to fruition in 2026 in the newly built Naisoso Island. In 2023 we introduced centralised services into Australasia that will see us drive stronger revenue to our hotels at lower operating costs through our leading systems and access to high quality talent regardless of the location of the hotel. We also launched a new franchising platform, extending beyond standard franchise benefits, which now offers owners additional services including revenue management, sales, marketing, and comprehensive business support. This makes us optimistic that with increased efficiency, Radisson Hotel Group will continue our growth plans not only in capital cities but regionally as well. The introduction of central services and the franchise platform positions Radisson Hotel Group with innovative management, franchise and lease business models across conversions, brownfield, and greenfield projects. Our business solutions will support the growing demand in the midscale hotel segment amidst challenges in land and build costs, and presents a significant

“Melbourne has emerged as Australia’s largest hotel market.” Lachlan Hoswell, Radisson Hotel Group

opportunity for mixed developments that blend branded hotels with residential as well as commercial spaces. With the growth in the lifestyle segment, we also foresee further opportunities for the Radisson RED brand for the Australasian market. The brand stands out from the crowd, with an efficient operating model and simple design turnaround. Prime locations such as Sydney, Melbourne, Brisbane, Adelaide, Gold Coast, Auckland, and Queenstown offer promising opportunities for this vibrant and design-led lifestyle brand. The strategic deals in progress align with our commitment to innovation and expansion, reinforcing our position as a key player in the evolving hospitality landscape of Australasia. n RHG signed Radisson Blu Mirage Resort, Fiji Naisoso Island in 2023

SNAPSHOT: RADISSON HOTEL GROUP Year the company was founded: 1960 Year first hotel opened (Globally): 1960 Number of brands in the organisation 10 Current number of hotels (EMEA and APAC): 1,250 hotels Head office locations (ANZP): Sydney

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AUSTRALASIAN LEADERS

Simon Wan

President and Director, Staywell Holdings Harnessing technology to refine distribution platforms.

2023 WAS A whirlwind of a year for Staywell Holdings, with various significant achievements and milestones and undertaking multiple initiatives to enhance our brand presence and offerings. One noteworthy accomplishment is the successful launch of the first Park Proxi hotel in Australia. The opening of Park Proxi Gibraltar Bowral is only the second hotel globally for the new brand, marking a significant step in expanding our portfolio. The unique and flexible offering of the Park Proxi brand is designed to create a truly local hotel experience and is the perfect match for the historic destination of regional Bowral, much loved for its country charm, wineries, and natural beauty. Additionally, we’re excited about the impending launch of The Prince Akatoki Spa Concept Shingetsu. The concept highlights the unique positioning of our luxury brand in the market and will work seamlessly with the hotel’s signature experiences and authentic touches. As with many other businesses this year, Staywell has also faced challenges globally due to high inflation costs and supply chain interruptions which have impacted labour and material expenses. Consequently, several hotel owners have had to reevaluate their projects and secure additional finances to ensure completion. Due to the lingering effects of the pandemic, we’ve also had some issues with delayed openings of new hotels. Moreover, geopolitical events, such as the war in Europe and The Middle East, have impacted material prices in the Middle East and Europe. In Australia, rapid increases in interest rates, inflation, and skill labour shortages have added complexity to the operating environment. While Staywell has been impacted by a range of global and local forces, a number of countries where we operate such as Singapore, Australia, the UK, and the UAE have bounced back, in particular driven by domestic and regional travel. The return of international customers has been slightly more inconsistent due to delayed market openings in major countries like China and Japan. Group series from China are still yet to reach pre-pandemic levels, while Australia has seen an explosion in international travel, prompting hotels to adapt their sales and marketing strategies. As airline capacity gradually returns to pre-pandemic levels, new opportunities emerge in the travel sector. Identifying key trends within our business and the market, we foresee China starting to open more, providing opportunities for increased tourism and hotel development. The strong rebound in tourist numbers, exemplified by countries like Thailand, signals a positive trend. Airfare prices have already started decreasing, making travel more accessible and cost-effective for 92

HM The Business of Accommodation

“We are currently engaged in a major collaboration with our parent company.” Simon Wan, Staywell Holdings

more people. Park Proxi is a good example of where can utilise the operators’ expertise and put your own spin on a rebranded and refurbished property. Together with our parent company Seibu Prince Hotels Worldwide INC, we have exciting developments on the horizon to further improve and expand our brands into global markets. We are currently engaged in a major collaboration with our parent company and undertaking a significant project dedicated to refining our enhancements and distribution platforms, to further enhance our capabilities for our customers. This initiative involves leveraging the latest and best technology to better service our hotels, owners and, ultimately, our guests. We are enthusiastic about sharing updates in the coming months as we continue to strive for excellence and innovation in the hospitality industry. n

SNAPSHOT: STAYWELL HOLDINGS Year the company was founded: 2006 Year first hotel opened: 2006 Number of brands in the organisation: 10 Current number of hotels and rooms (Globally): 22 hotels; 3,230 rooms Current number of hotels and rooms (APAC): 17 hotels; 2,138 rooms Current number of hotels and rooms (ANZP): 11 hotels; 630 rooms Head office location: Sydney

Staywell Holdings launched the first Park Proxi hotel in Australia in 2023

AUSTRALASIAN LEADERS

Sudima Hotels averaged 10,000 bookings a week in November 2023

Les Morgan

Chief Operating Officer Sudima Hotels and Hind Management Peak international visitation expected in 2024 New Zealand summer.

AT SUDIMA HOTELS we finished the year on a high, despite weather-related events that affected local and international travel plans. The sector remains in a period of recovery, though we are on an upward trajectory with a very successful month in November 2023 which brought a significant spike in bookings; averaging 10,000 a week against a usual rate of 3,000 to 4,000 bookings for the time of year. This is part of an extremely positive trend which we see continuing through the first quarter of 2024. This trend is in part attributable to international tourism – air connectivity is strong, and we are up to around 85% to 90% of the global visitor numbers of 2019. We are seeing the domestic leisure market coming back, which was complemented by fine weather at the start of summer. As a company, we had a sound year amid the national inflationary pressures. We have a couple of exciting hotel projects on the go, which is a positive view of mediumto long-term investment opportunities in both New Zealand and the wider Pacific. In mid-year we announced our plan to launch a new, luxury, sustainable hotel offering, Sudima Earth, which will be carbon net neutral, focus on eco-friendly innovative design and architecture, and prioritise sustainability, water conservation, and waste minimisation. While the tourism economy has continued to rebuild, 2023 was a year of internal growth, professional development, and rewards. Our Sudima Lake Rotorua hotel manager Awatere Douglas was named winner of the Emerging Business Leader at the 2023 Rotorua Business Awards, and Sudima Lake Rotorua was a finalist in the Manaakitanga Tourism and Hospitality category.

“Supporting communities remains as important as ever to our business.” Les Morgan, Sudima Hotels

Awatere was shortlisted for the Emerging Tourism Leader Award in the 2023 New Zealand Tourism Awards. During 2023 Awatere travelled to seven major North American cities to promote tourism operators in one of the world’s largest markets, speaking te reo and representing New Zealand; attended the Indigenous Peoples Conference in Perth, Australia with a colleague (we are sending two team members to Taipei for the same event in 2024); and helped embed a Treaty policy and provide free te reo Māori lessons to all Sudima Hotels staff. And as an employer brand, which is always important to Sudima Hotels and even more so in a tight labour market, Sudima Hotels was named finalist in the Employer of Choice category at the Human Resources Awards 2023. Supporting communities remains as important as ever to our business, and this year we were proud to realise a three-year collaboration with Counties Manukau Rugby Football Union, to which we donated time, resources, and funds. We unveiled the most luxurious women’s rugby changing rooms in New Zealand, for the Counties Energy Heat. Our in-house tradesmen led the construction and fit-out. This work is part of a wider scholarship programme of community support. Looking ahead to opportunities for 2024, we are projecting modest growth next winter vs the winter of 2023, partly because there are no major events currently planned in New Zealand. However, we are expecting the 2024-25 summer to be back to 2019 levels with peak international visitation. n

SNAPSHOT: SUDIMA HOTELS Year the company was founded: 2000 Year first hotel opened: 2000 Number of brands in the organisation: 8 Current number of hotels and rooms (Asia-Pacific): 8 hotels; 1,358 rooms Head office location: Auckland

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AUSTRALASIAN LEADERS

Scott Boyes

Chief Executive Officer Trilogy Hotels AS WE REFLECT on the past year, 2023 was a pivotal year for Trilogy Hotels. We launched our company on October 3, embracing a new model for the Australian and New Zealand hospitality landscape. Trilogy is an independent hotel management company founded by Tony Ryan, Grant Alchin and myself. Previously in Australia and New Zealand, the industry has relied heavily on the traditional hotel management agreement model where hotel owners engage with a particular hotel brand for both their distribution and operating capability. However, in the US and Europe, the independent management model, with brand support under a franchise agreement, is the predominant model preferred by hotel owners and hotel brands alike.

“In the US and Europe, independent management is the predominant model.” Scott Boyes, Trilogy Hotels

In a relatively short period, there has been significant interest and a display of confidence by owners and potential team members in the model and services Trilogy Hotels provides. Additionally, there has been enthusiastic support by the brands who are looking to Trilogy Hotels to support their franchised-based growth strategies in the region. We have successfully built an incredible executive team and have the honour of being appointed as managers for Mercure Sydney, Ibis World Square, Mercure Canberra and The Fairmont Resort Leura. We are grateful to have partnered with Dr Jerry Schwartz and are thankful for his wisdom, vision, and support in appointing us as managers of his wonderful hotel portfolio. After months of planning, we can do what we do best: operate hotels, maximise profits, grow careers and serve guests. Trilogy Hotels has expanded the international model further and tailored it for the Australian and New Zealand market to help hotel owners feel more connected with their investment, whilst partnering with and utilising the exceptional distribution capability of a global hotel brand. As we step into 2024, we are progressing with many active conversations with owners and investors, we are excited about the new opportunities that lie ahead for Trilogy Hotels. We are eager to embrace these new opportunities and importantly, create an environment where everyone plays to their strengths, bringing like-minded people together to change the world. A trend of particular interest in 2024 is the growth in middle-class demand. According to the Brookings Institution, 700 million people are set to join the middle class by 2030, making it more than half of the world’s total population. Brands are alert to this trend as they launch new mid-scale brands such as Hyatt Studios, Garner (IHG), Four Points Express, and Spark by Hilton. For Australia and New Zealand, this trend will be most prevalent in their key source markets of China, India, Singapore, and Thailand. For owners, this trend supports cost-efficient new builds and conversion opportunities. We have ambitious plans for 2024 and beyond for further expansion in Australia and New Zealand and are excited about our exciting potential partnerships in the pipeline, with some amazing hotels all with incredible teams. Our relentless focus on our stakeholders of owner, guest, and team is our bedrock, along with a steadfast commitment to sustainability and supporting local communities. n

SNAPSHOT: TRILOGY HOTELS

Trilogy Hotels has been appointed as managers The Fairmont Resort Leura

HM The Business of Accommodation

Year the company was founded: 2023 Year first hotel opened: 2024 Number of brands in the organisation: 4 Current number of hotels and rooms: 4 hotels; 1,036 rooms Head office location: Sydney

AUSTRALASIAN LEADERS

SNAPSHOT: THE ASCOTT LIMITED, AUSTRALIA Year the company was founded: 1997 Year first hotel opened: 1988; Quest Apartment Hotels, Fitzroy Number of brands in the organisation: 5 Current number of hotels: 175+ Head office location: Melbourne

David Mansfield

Managing Director, Australia The Ascott Limited Australia is gaining further recognition as a premier global destination. LAST YEAR WAS a sterling year for the Australian accommodation industry with an impressive industrywide 10+% growth in RevPAR. Broadly, we saw business travel return to nearpandemic levels, with the Global Business Travel Association (GBTA) predicting a full return in 2024 (US$1.4 trillion) and climbing to US$1.8 trillion by 2027. China saw its approved destination status returned, and we achieved a massive victory in Victoria with the curtailment of the Victorian Bed Tax – no doubt a significant win for our industry and the newly assembled industry body Accommodation Australia. The Ascott Limited, Australia, a brand portfolio comprising Citadines, lyf, Oakwood, Somerset, and our flagship brand, Quest Apartment Hotels, had a banner year. We opened four new properties, including the stunning Citadines Walker North Sydney, a 252-room masterpiece with a restaurant, meeting rooms, business centre, guests’ lounge, and gym. Located in the city’s bustling CBD and surrounded by 130,000 square metres of lettable space, bars, restaurants, and healthcare services, our newest offering from Citadines stands as the tallest building in North Sydney. Ascott Australia also earned nine industry awards across various categories. I am particularly proud of the Recalibrate Gender Equity Award for our progressive leave, diversity, and equity policies. I’d be remiss if I didn’t mention the honour of being recognised as one of the hospitality chains of the year by this very publication – an award we plan to continue living up to in the future. Leaning into our strong development partnerships, Ascott Australia is poised to deliver eight greenfield properties across New South Wales, Victoria and Adelaide in the next two years. First up is Quest Woolooware

Bay, a 71-room property connected to the exciting new Woolooware Bay Town Centre mixed-use development neighbouring the Cronulla Sharks Rugby League Club’s home ground. Additionally, a new 197-room offering from coliving brand lyf – ‘live your freedom’ – will open in Bondi Junction, as well as a new offering from premier full-service serviced apartment brand Oakwood, a 72-room tower above the heritage listed and recently redeveloped Hackney Hotel located on the edge of Adelaide’s City Centre district. Despite our success, we acknowledge that challenges remain present. We’re watching everything from rising construction costs to AGI disruption, further government regulations, and the ever-present economic headwinds still blowing off 2020 and 2021. That said, as most of my colleagues in the sector would agree, there is great cause for optimism as Australia gains further recognition as a premier global destination for business and tourism. Grounded in the values of a just society, I look forward to the continued progress of an environmentally and socially conscious industry led by a purpose to leave it better than we found it. Our challenge remains one of unity in service – to the guest, our partners, and, of course, the great country of Australia. Wishing everyone a prosperous year ahead. n

“Our challenge remains one of unity in service.” David Mansfield, The Ascott Limited

A penthouse apartment at Citadines Connect Sydney Airport

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AUSTRALASIAN LEADERS

Zed Sanjana

Chief Executive Officer Veriu Group Challenges abound amid a growing appetite for hotels.

IT WOULD BE something of an understatement to say it’s been a busy 12 months for the Veriu Group. 2023 saw the roll out of several openings including our first two Victorian Veriu properties – Veriu Queen Victoria Market and Veriu Collingwood, as well as Punthill Essendon North and our second NSW Punthill property, Punthill Parramatta. Development is also now well underway on a number of new hotel builds including Punthill Sunshine, Punthill Tuggeranong and Veriu Adelaide, with Punthill Maitland and Veriu Macquarie Park both scheduled to open in mid-2024, as well as the completion of planned soft refurbishments and renovations to both Punthill Norwest and Veriu Camperdown. While the last 12-24 months have demonstrated the strength and resilience of the Australian travel and tourism industry post pandemic, plenty of challenges still exist for operators and developers alike. Stubbornly high inflation, coupled with supply chain uncertainty, and skilled and unskilled labour shortages nationally, continues to exert a significant impact on the feasibility of new hotel developments. This issue is expected to persist, making it increasingly difficult for the construction sector to meet the demands of new hotel projects. Upward pressure on construction costs, particularly, remains an issue for the industry. The property sector has experienced a 20-30% increase in commercial construction pricing since the pandemic. While the accommodation market has bounced back faster than many predicted, the real growth in profitability for the sector after accounting for increased costs, has meant that Average Daily Rates (ADR) growth has not kept pace with price escalations. 96

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“We’re confident the industry fundamentals are still strong.” Zed Sanjana, Veriu Group

Consecutive interest rate rises over the past year or so have also meant that hotel feasibilities have come under increasing pressure, impacting developers, as valuers have found it difficult to sustain historical hotel capitalisation rates in the current environment. On the positive side, market sales evidence in the hospitality asset sector has demonstrated a growing appetite for quality CBD and suburban assets from buyers, which has enabled capitalisation rates to remain more stable and resilient than other property asset classes such as office space. Last, but by no means least, developers remain under pressure from financiers to present hotel development projects that are underpinned by professional operators with a track record of success in the sector. Since the pandemic, financiers have placed increased scrutiny on hotel management agreements, although some are demonstrating an increased appetite for financing new hotel projects with proven operators prepared to underpin income with a lease structure. Despite these challenges, we’re confident the industry fundamentals are still strong, and consumer preference shifts of the last decade or so, from acquiring products to investing disposable income into experiences/services like travel, shows no signs of abating. This increased demand for travel is reflected in significant growth in ADR, which has well and truly exceeded pre-pandemic rates in all major markets. The fact that both ADR and occupancy are trending positively is evidence of the hospitality industry’s continued recovery, with improvements in top line performance also providing developers with more compelling cashflows to support mounting pressures on hotel developments. n

SNAPSHOT: VERIU GROUP Year the company was founded: 2016 Year first hotel opened: 2016 Number of brands in the organisation: 2 Current number of hotels and rooms: 25 properties; 1,876 rooms Head office location: Melbourne Veriu opened two victorian properties in 2023

AUSTRALASIAN LEADERS

Jacquie Prentice Director of Development Vista Hospitality Group

Multi-dimensional management comes to the fore.

VISTA HOSPITALITY GROUP Australasia rounded off 2023 with our strategic approach to optimising assets in the spotlight thanks to a new brand partnership for flagship property, Next Hotel Melbourne. We ended the year celebrating Vista’s 255-key luxury property joining Curio Collection by Hilton – a prestigious portfolio of 145 handpicked, independent properties recognised for their architecture, design and world class food and beverage in sought after cities. The deal ensured it was the first Melbourne hotel for the global collection. This partnership also allows for Next Hotel Melbourne to access the world-wide Hilton Honors program as well as Hilton’s powerful commercial engine for revenue opportunities – a creative brand-fit deal that will drive greater returns for all our stakeholders. It’s a key example of how Vista Hospitality Group is working to change the landscape of options for how hotels are developed, operated and optimised with our end-to-end suite of hospitality resources under one umbrella and versatile brand solutions. Vista looks ahead to a solid performance for our current portfolio of 13 hotels with independent brands Next, Ink, Sage and Country Comfort plus global hotel brands Hotel Indigo, Voco and Sebel, thanks to the success of our centralised model for operations, revenue management, IT and sales and marketing powered by Pro-invest Group. As travel for both business and leisure grows – particularly in the domestic market – and demands from travellers’ change, we’re particularly drawing on our team of hospitality professionals to continue evolving Vista’s dynamic food and beverage capabilities to provide competitive advantage, enhance brand appeal and guest satisfaction across our properties. And while there’s exciting signings for new hotel projects to announce in the coming year, 2024 is where we see our multidimensional management offering come to the fore.

“The opportunity for development lies within third party management.”

We see the opportunity for development lies within third party management – it’s a capability Vista has been on the front foot with and one we believe the Australasian market is ready to embrace as it sees the success of this model in the US and Europe. Vista’s impressive team of industry experts, established systems, ESG expertise and centralised operating models powered by Pro-invest means we can provide ways for owners and investors to optimise their assets at any and every stage of the hotel lifecycle - and conversions and repositioning is where we see the greatest opportunity to help owners realise the potential of their asset and drive greater returns for the sector. As Vista continues to redefine how to work with owners by tailoring resources and providing third party management services, our flexible white label approach is being brought to this region too. This ensures we can engineer the best brand-fit solution to suit a new or existing hotel, drawing on our network to creatively partner with global brands, or access our own portfolio of global and independent brands. It provides the best of both worlds; no need to select a brand because of a management company, or a management company because of a brand. It’s another way Vista’s committing to a more dynamic management approach for the future of our sector. Our outlook is ambitious for the year ahead, underpinned by our unrivalled versatility and the collective bench strength of our talented team. Watch this space. n

SNAPSHOT: VISTA HOSPITALITY GROUP

Jacquie Prentice, Vista Hospitality Group

Year the company was founded: 2022 Number of brands in the organisation: 8 Current number of hotels and rooms (ANZP) 13 hotels; 2000+ rooms Head office location: Sydney

Next Hotel Melbourne joined the Curio Collection by Hilton in 2023

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AUSTRALASIAN LEADERS

Matt Cameron-Smith

Chief Executive Officer Voyages Indigenous Tourism Australia Fresh, enriching experiences are needed to attract new and returning guests.

CAST YOUR MINDS back to 1984. Van Halen’s “Jump” dominated the airwaves. The first Karate Kid launched in cinemas. Parachute pants were in. And way out in the Central Australian Desert, Ayers Rock Resort first opened its doors. At our 40-year milestone, Ayers Rock Resort has come a long way – of course we’ve got nothing on 500-millionyear-old Uluru. In this industry, innovation is everything and no business can rest on laurels, even with a cultural icon like Uluru in the background. We want to be more than a tick on a bucket list – we want to see guests coming back, again and again, to fully experience all this phenomenal destination has to offer. And as the main accommodation provider for visitors to Uluru, we’re bringing the world to Australia – it’s our responsibility to roll out the red carpet for guests from across the globe. In 2023, we achieved levels of innovation and collaboration like never before with the launch of Wintjiri Wiru – the multi award-winning jewel in the crown of our tourism offerings. A world-first, worldclass cultural storytelling experience, Wintjiri Wiru uses 1,100 choreographed drones, lasers and projections to light up the night skies around Uluru with the ancestral Mala story of the Anangu – the Traditional Owners of these lands, with whom we co-created the experience. The last year hasn’t been without its obstacles. It was no 2020, but there were certainly some hurdles to overcome. Aviation was a challenge - without consistent, affordable flights to the spiritual heart of Australia, the contribution tourism makes to the economy and employment of Central Australia is impacted. Ayers Rock Resort recently achieved both Advanced Ecotourism and Respecting Our Culture Certification

“It’s our responsibility to roll out the red carpet for guests from across the globe.” Matt Cameron-Smith, Voyages

The international market was another; we haven’t yet seen all our priority destinations rebound to pre-Covid levels. Cost-of-living pressures along with an uplift in Australians heading overseas for post-pandemic “revenge travel” means we’re all working harder than ever to attract guests. And more recently, the floods of Far North Queensland have impacted our sister property, Mossman Gorge Cultural Centre. But taking on the lessons of our 40 years in the biz, we always seek to move forward. Qantas and Jetstar remain strong partners and more recently, we partnered with Virgin Australia and Tourism NT to launch two brandnew flight routes to Ayers Rock Resort from Brisbane and Melbourne in 2024. And creating fresh, enriching experiences to attract new and returning guests; Wintjiri Wiru was one, the Gallery of Central Australia and the Outback Hotel and Lodge refurbishment was another, and there’s plenty more to come. In 2024, we’ll increase our focus on new growth markets, like the USA, UK, Europe and Japan, as well as our passionate Aussie camping and 4WD market. We’re doubling down on our sustainability goals, with Ayers Rock Resort recently achieving both Advanced Ecotourism and Respecting Our Culture Certification with Ecotourism – sitting next to Mossman Gorge Cultural Centre which holds Advanced Ecotourism and Respecting Our Culture certification, and is now recognised as a Green Travel Leader for its more than 10 years of certification. I believe the outlook is incredibly bright for our industry and for Voyages Indigenous Tourism Australia. Forecasts predict international visitor spend to return to pre-pandemic levels in 2024. Domestic overnights in all states are expected to recover. And we’re seeing the trend for “travel with purpose” taking off - guests looking for sustainable, responsible and respectful travel; for meaningful experiences that celebrate culture and diversity, and give back to the community. And respectful and responsible guests are only ever a good thing, as I’m sure you’ll agree. n

SNAPSHOT: VOYAGES INDIGENOUS TOURISM AUSTRALIA Year first hotel opened: 1984 Number of brands in the organisation: 2 Current number of hotels and rooms: 6 hotels Head office location: Sydney

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