Amicalist OZ. AICR Australia Newsletter 2 nd Edition Dearest Amicalist, Sponsors, Partners and Hoteliers,

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1 Amicalist OZ AICR Australia Newsletter 2 nd Edition 2016 IN THIS ISSUE Presidents welcome Special visit to ICHM Adelaide AICR Adelaide members Trophy placement & Launch International Woman s Day AICR Australia Trophy Launch Visit to William Angliss Institute International Receptionist day Celebration It s time to increase pay for front desk staff Raffles integration AHICE Hotel Conference TAA Awards 2016 Victoria Receptionist of the Year Competition Award celebrations President s Welcome Dearest Amicalist, Sponsors, Partners and Hoteliers, In this newsletter we showcase our amazing year with so many memorable highlights. In 2017 AICR Leadership Certification will officially be launched in Paris and the first graduation ceremony will take place in Switzerland LC program includes a series of educational modules as well as online coaching. This will create a recognisable sign of excellence in Front Office positions which will be available to all members and candidates. A big thank you to every single one of you for your contribution and support to the continual growth of AICR Australia, your passion towards guest service, employee engagement and friendship. Have a wonderful time over Christmas and New Year with friends and family; I look forward to a wonderful year with you all in With kind regards Amicalement, Sevag Keroghlian President AICR Australia

2 Partnership with International College of Hotel Management Adelaide ICHM Adelaide - with students from over 75 countries undertaking internships all over the world during their studies and graduates enjoying success around the globe. Founded in 1993 by the Swiss Hotel Association, ICHM is the only school outside Europe that offers the prestigious Swiss Hotel Association Diploma leading onto the ICHM Bachelor Degree. The right balance of academic study and industry internships makes ICHM the idea choice for students serious about a management career in the hospitality industry. Expanding AICR to Adelaide South Australia Introducing Sophie Kinloch - Rooms Division lecturer at ICHM Adelaide. Prior to lecturing, Sophie worked in Housekeeping at management level for many years in Australia (Executive Housekeeper and Assistant Executive Housekeeper) and before that, Sophie has worked in Hotel George V in Paris, as a front desk attendant. Sophie Kinloch was involved with the association six years ago when Kerstin Oelckers was Chief Judge at the time and asked Sophie if she could be acting as a guest. Very special visit to ICHM Adelaide In April of this year Sevag was invited to travel to Adelaide as a guest speaker for ICHM. Over 90 students attended to hear about Accor, his experiences and insights into everyday hotel operations. Picture above taken with ICHM students and below with 90 students and lecturers Picture above taken at ICHM with Sophie Kinloch Very special reunion with Kerstin Oelckers International AICR Honorary member AICR international has asked the Principal of the International College of Hotel Management Dr Ian Whyte to set up the judging criteria for the hotel receptionist of the year competition. Picture above with Kerstin, Ketaki and Sevag was taken at Mayfair Hotel Adelaide. Kerstin is a Lecturer, Hospitality Business Management at the International College of Hotel Management (ICHM) Adelaide. Kerstin was Chief Judge for the David Campbell International Receptionist of the Year Competition from held annually by AICR and continues to be. Picture above taken with Dr Ian Whyte Principal of ICHM Adelaide And picture below with Sophie Kinloch Rooms Division Lecturer Introducing Ketaki Warudi - Assistant Manager at Intercontinental Hotel and Vice President AICR Adelaide South Australia.

3 March 8 Celebrating International Women s Day with Accor Team Picture above: AICR Australia ROTY Trophy Novotel Melbourne on Collins hosted delicious breakfast where we all listened to an inspirational guest speaker s story Jayne Lewis, challenges she faced being the first Australian female brewer: Two birds brewing. Adrian Williams VP Accor SA,VIC and Tas mentioned having over 50% female GM s and equal female/male applicants for leadership roles Receptionist of the year competition judges Picture above: Hoteliers in Canberra networking before the launch Picture above: 2015 ROTY Chief judge Clive Scott, GM of Sofitel Melbourne on Collins receiving certificate of appreciation from Sevag Picture above: AICR Australia Canberra Committee Madison demonstrated exceptional customer service and industry knowledge throughout the competition. Following her win in Melbourne, Madison represented Doma Hotels and Australia in the AICR DCT in Vienna Austria. Trevor Lee, Managing Director for TravConsult 2015 ROTY judge receiving certificate of appreciation from Sevag AICR Australia Trophy Launch party Little National Hotel hosted the launch of the AICR Australia Trophy. We had hoteliers from across ACT join us to celebrate Madi's achievement as she was awarded the AICR s Receptionist of the year 2015 trophy at a networking event. The competition focuses on promoting hotel front office staff roles as a professional career choice. Picture above: Madison Groom Winner of ROTY 2015 With the trophy

4 Visiting William Angliss Institute as a Guest Speaker Introducing Evelyn Collins The Angliss International Hotel School is the specialised hotel training program within William Angliss Institute. The program commences with a 12 month Diploma of Hospitality Management, delivered on campus and via hotel industry placement. Students may progress into a Bachelor of Resort and Hotel Management or Bachelor of Tourism and Hospitality Management of two to three years duration depending on the degree. Evelyn Collins - Specialist Front Office & Customer relations Teacher / Assessor / Facilitator at Angliss International Hotel School as part of William Angliss Institute. Evelyn has been instrumental in the establishment of the Outstanding Student Receptionist of the Year Competition working closely with AICR to professionally develop the future front office stars. International Receptionist s Day Picture above taken with the students that welcomed Sevag to the Campus, Charmy Lee and Pinsy Li The purpose of celebrating this day is to recognise the contribution of our dedicated hardworking receptionists, and to promote this unique profession. As soon as you enter a hotel, the first person you approach is always the receptionist with a friendly smile. Ever gracious, this person attends to your queries and assists you with any requests. Receptionists are the ones who are often responsible for providing a memorable first impression to your guests as well as keeping the day-to-day operation running smoothly and efficiently. So how do we thank them for their graciousness? All member hotels submitted a photo of their Front Office and the most creative photo idea submission won the competition. Picture above taken with Vanessa from WAI Introducing Melissa Jennings Melissa is currently the Coordinator of the Angliss International Hotel School. Picture above: Mardi & Hayden at Pullman Melbourne on the Park Picture above taken with WAI students and Melissa Jennings The aim of this competition is to raise the profile of the Hotel Receptionist as a valid and rewarding career, injecting a healthy and competitive passion for customer service and motivate the front line staff to excel in their current roles and increase the service quality in this hospitality business.

5 Grand Hyatt hosted 2016 Australasia s biggest hotel conference AHICE in Melbourne Australasian Hotel Industry Conference & Exhibition returns in 2017, a 2 day event being held from 3rd May to the 4th May 2017 at The Grand Hyatt in Melbourne. This event showcases latest products and Q & A with the best in the industry. Most inspiring and educational hotel industry conference in Australia, New Zealand and the South Pacific. Picture above: taken at the Grand Hyatt Melbourne Picture above: Front Office Team at Pullman Melbourne on the Park The Origin and Purpose of the National Receptionist Day:The inaugural celebration of this special day was in 1991 as initiated by Jennifer Alexander, Director of the National Receptionist Association. Observed in America, Canada, the United Kingdom, New Zealand and Australia, the National Receptionist day aims to: Recognise the contribution of the receptionists in attaining company goals all over the country and to promote the profession. AICR Committee attending 2016 Les Clef D or Concierge Ball hosted by Crown Towers. It s time to increase pay for front desk Front desk team create positive guest experiences and generate additional revenues. That means the front desk staff is now part of hotel marketing and public relations, don't you think it's time to start paying our industry's invaluable front desk staff more? Having been a hotel trainer specialising in front desk training for more than 15 years, I have been asked this question often and have been hesitant to answer it directly, as no-one wants to be the first to advocate for an additional expense on the profit and loss reports. When you look at how the role of the front desk staff has evolved over the years, I am now comfortable with replying with a resounding 'yes'. Unless your hotel has already done so, it is definitely time to consider increasing the pay for our front desk staff. Picture above: William Kay, Sevag K, Madi Groom, Leon Yogaraj and Lex Chandrasiri TAA Awards 2016 Tourism Accommodation Australia (Victoria) Awards for Excellence. Winner of Front Office Services Employee of the Year Pullman Melbourne on the Park, Sevag Keroghlian Accor Hotels welcome Raffles, Fairmont, and Swissôtel, Global integration of FRHI three of the world s most prestigious luxury hotel brands. An unrivalled collection of iconic and historic hotels located in top cities and resort destinations around the world, including: The Savoy in London, Raffles Singapore, Fairmont San Francisco, New York s The Plaza, and Le Royal Monceau Raffles Paris, to name a few. A new chapter opens in the history of AccorHotels as Accor welcomes them to their portfolio. Victoria s best accommodation hotels have been recognised at the 2016 Tourism Accommodation Australia (Victoria) Awards for Excellence. The winners were announced at a gala dinner held at the Grand Hyatt Melbourne.

6 Picture above: 2016 ROTY judges Picture above with Stacey Williams Australian Hotels Association Front Office Services Employee of the Year Pullman Melbourne on the Park, Sevag Keroghlian and Hotel Industry Rising Star - Pullman Melbourne on the Park now AELP, Annabelle Gibney 2016 Receptionist of the Year Australia Competition at Hotel Realm Picture above: 2016 ROTY wining hotel Team, Doma Hotels Hotel Realm host hotel Picture above: 2016 ROTY actors and organizer Leon Yogaraj Picture above: 2016 ROTY candidates meet for the first time over welcome networking drinks Kathryn from #DomaHotels has been an amazing host *Thank you* Picture above: 2016 ROTY candidates First runner up Grayson Croasdale with Leon Yogaraj

7 Picture above: 2016 ROTY Emily while interacting with guests Judges commendation Emily Tipping with Birgitte Petersen Receptionist of the Year Australia Winner Emily Short Picture above: 2016 ROTY Emily during her interview session It was in an attempt to find interesting after-school work, that Emily started her first hotel job at the age of 15. The 3-star hotel she worked in was poorly run and practically falling apart, but Emily loved the team she worked with and the stream of colorful and memorable guests who would frequent the hotel. Whilst still at high school, Emily worked for a number of small local motor inns and serviced apartments and was working for Best Western when she started her Bachelor of Advertising at the University of Canberra. It wasn t long before she realised this course wasn t for her and it forced her to reevaluate what she wanted to do with her future. She realised that her passion was for her work and changed her studies appropriately. She started her Advanced Diploma of International Hotel and Resort Management and at the same time began her new position on the front desk at the Crowne Plaza Canberra. The course was a fantastic learning experience and provided many professional opportunities, including an educational trip to Dubai to see some of the best five star hotels in the world and a five-month professional placement. Emily completed her placement at the award winning InterContinental Sydney, working on one of the busiest front desks in the country. Emily is now coming to the end of her Advanced Diploma, but is looking forward to further study in business and management in the following years. At present she is working for DOMA Hotels in the Realm Precinct, working across both the Little National Hotel and Brassey Hotel. It is not always easy working between two distinctly different properties, but Emily has always enjoyed a challenge. Emily cannot wait to compete in the International Receptionist of the Year competition in Paris. She feels it would be an absolute honour to help bring the David Campbell trophy to Australia for the first time. Picture above: 2016 ROTY Emily with Chief Judge Kerstin Oelckers guest Picture above: 2016 ROTY candidate Stewart McWinnie helping guests

8 Picture above: 2016 ROTY candidates visiting Hotel Hotel in ACT Congratulations Madi Groom & little National Hotel for wining ACT Awards Picture above: 2016 ROTY judging Panel Madi Groom and Doma Hotels won 4 awards at AHA ACT Awards 2016 at NCC in Canberra, Picture above: taken with Kathryn Carling Hotels Manager, Nitya Reddy and Madi with her award at this year s AHA ACT Best front of house employee 2016 Congratulations Leon Yogaraj for receiving a special commendation for The Young Achiever of the year 2016 Picture above: 2016 ROTY candidate Emily Tipping with an unhappy guest! AICR Australia Vice President Leon Yogaraj with Madi Groom Winner of the Best Receptionist in Australia 2015, celebrated at the Canberra Tourism Awards. Picture above: 2016 ROTY candidate Chris Burrett resolving guest issues Picture above: Dinner at Hotel Hotel hosted by Raven Park Madi was the finalist for the best front of house associate at the HM awards which was held in Town Hall Sydney.

9 Little national won the New Tourism Business Award and will compete in National level coming February. AICR ACT Committee at National Awards for Excellence Accor Celebrates 25 years in Australia Entree and official welcome speeches will took place out on the stunning lawns of the golf course. A mixture of street food stalls, roving canapes, premium beverages and live entertainment was all on offer at RACV Royal Pines Resort. As we move into the ballroom for the official part of the evening, the Awards commences as our main meal has served to the table. A longer first section of awards ended by the highly anticipated Diageo Johnnie Walker Hall of Fame award. Following the conclusion of the Award presentations, a room reveal will showcase a feature set from one of Australia's much loved entertainers, Mr Ross Wilson from Daddy Cool. Following this set, a party cover band continued to entertain guests into the evening. N Launching Fatal Cocktails book How can we play our part in saving our beautiful fragile planet? "Fatal Cocktails" book written by Dr Monika Nagel. Get your copy today from boffinsbooks.com.au and 10% from the sales will be donated to Life line charity. For more information contact: Annabelle Gibney from Accor Hotels won the National Awards for Excellence Rising Star Sevag Keroghlian - AICR Australia President info@aicraustralia.com.au Mobile:

10 Note! AICR Australia is non-profit organisation for Deputy Managers and Front Office Managers of Luxury Hotels and only continues with your support. Please share this newsletter with Hotelier s, like us on Facebook and follow us on Twitter, Instagram, YouTube. Connect with us on LinkedIn. DISCLAIMER Amicalist OZ is distributed quarterly by AICR Australia to provide information of general interest to their members. The content of this newsletter does not constitute specific advice. Readers are encouraged to consult their adviser for advice on specific matters. AICR Australia would like to thank all of our Sponsors: