Hotel Guidelines. for Residents of Emporium Residences & Emporium Apartments. Version 3: 31/8/2018. Doc ID /v1

Transcription

1 Hotel Guidelines for Residents of Emporium Residences & Emporium Apartments Version 3: 31/8/2018 Doc ID /v1

2 Hotel Guidelines Details 1. Definitions 2. Key Contacts 3. Reference List 4. Hotel Common Areas 5. Hotel Account Establishment for Service Use 6. Loading Dock Access Move ins and Large Delivery Items 7. Refuse Space 8. Car Wash Facility 9. Level 6 Resident Pool, Gym, Sauna & Steam Room 10. Level 21 The Emporium Hotel Pool & Gym 11. Mandatory Service 12. Optional Services 13. Appendix 2

3 1. Definitions 1.1 Definitions Appropriate Clothing means a t-shirt, shorts and closed in shoes or an Emporium Hotel Robe over bathing costume to be worn by an owner of an Emporium Apartment, an owner of an Emporium Residence, or a Lessee and/or registered tenant to be worn as a minimum when moving between the Level 21 Pool and a guest suite, apartment or residence. Building means the building at 267 and 269 Grey Street and 35 Tribune Street, South Brisbane comprising of Emporium Apartments, Emporium Hotel and Emporium Residences. Emporium Apartments means that part of the Building known as "Emporium Apartments" situated at 269 Grey Street, South Brisbane. Emporium Hotel and Hotel means Emporium Hotel South Bank and those parts of the Building operated by the Hotel Operator, situated at 267 Grey Street, South Brisbane. Emporium Residences means that part of the Building known as "Emporium Residences" situated at 35 Tribune Street, South Brisbane. Guest Relations Manager means the Emporium Hotel staff member nominated as the point of contact for all circumstances/events requiring escalation, be-spoke enquiries or Hotel specific requests from Residents. Hotel Guest means a guest, invitee or licensee occupying a room or suite at the Emporium Hotel. Hotel Operator means the Emporium Hotel Management Pty Ltd and any of its authorised contractors and agents. Hotel Owner means the Emporium Southpoint Pty Ltd as trustee for the Emporium Southpoint Trust, its directors and the Chief Executive Officer of the Anthony John Group. Hotel Services Agreement means the agreement titled "Hotel Services Agreement" entered into by the lessees of Emporium Residents or Emporium Apartments (as the case may be) with the Hotel Operator and the Hotel Owner, as amended from time to time. Management Statement means the management statement under the South Bank Corporation Act 1989 (Qld) registered over the Building, as amended from time to time. Mandatory Services means the Mandatory Services referred to in the relevant Hotel Services Agreement or as modified in accordance with the terms of the Hotel Services Agreement. Optional Services means the Optional Services referred to in the relevant Hotel Services Agreement or as modified in accordance with the terms of the Hotel Services Agreement. Resident Manager means the relevant Caretaker as appointed under the Caretaking Agreement for the Emporium Apartments and Emporium Residences (as the case may be). Resident means a registered owner of a leasehold interest in Emporium Apartments or a Tenant, who is domiciled in the property. Services mean: 3

4 a) Mandatory Services; and b) Optional Services. Tenant means an occupier of a lot in Emporium Apartments or Emporium Residents who has entered into a tenancy agreement or lease of the lot for a term of no less than 6 months. 2. Key Contacts Emporium Hotel has a dedicated team ready to assist you with any service requests or general enquiries. Contact Phone Resident Manager admin@emporiumresidential.com.au Guest Relations Manager guest.relations@emporiumhotels.com.au Hotel Operator reception@emporiumhotels.com.au Hotel Concierge concierge@emporiumhotels.com.au 3. Reference Service list The table below is a quick reference list outlining the services Emporium Hotel offers to Residents including a cost list, contact and required notice period. Each service is outlined further in this document in sections 11 and 12. For all queries regarding, please refer to the Guest Relations Manager's contact via section 2 above Service Notice Contact Cost Package Delivery Service N/A Included as per Hotel Services Agreement Towel Service (for use at the level 21 pool) 24 hrs Included as per Hotel Services Agreement 24 Hr Room Service N/A $5 delivery tray charge + cost per item Valet Parking N/A Parking in Residents car park lot: $12.50/park or $600/month Parking in Valet Hotel parking: $45/park Cleaning Service 24 hrs $50/hour 4

5 Valet Laundry Service N/A Rates available upon request Residents Maintenance 24 hrs $50/person/hour Newspaper Deliveries N/A Cost of paper + $1 delivery fee Catering 7 days Rates available upon request Personal Chef & Waiter Services 7 days Rates available upon request Transport Arrangements N/A Rates available upon request In room Spa Services Subject to Availability Rates available upon request Personal Assistant/Secretarial Services Subject to Availability Secretarial Service: $50/hour Printing & Photocopying: Colour - 50c/page B&W - 10c/page Conference Room Hire Subject to availability Rates available upon request 4. Hotel Common Areas Emporium Hotel strives to provide a 5-star boutique luxury experience to Residents and Guests. As Residents accessing the Hotel s services, please be mindful that the common areas are subject to the Hotel s dress and behavioural standards. All Residents and visitors to the Hotel must ensure they are wearing appropriate clothing, including footwear. No pets can enter Hotel spaces such as the ground floor lobby, basement, level 21 or the facilities on level 6. Behaviour must remain appropriate for the enjoyment of all Hotel Guests, Residents and visitors. The basement corridor between the loading dock and refuse rooms is a high traffic service area for the Hotel. To ensure the safety of Residents and Hotel staff, please ensure you always book the loading dock prior to use (subject to the terms in these Guidelines) and contact the Resident Manager for advice on bulk rubbish removal. Loitering in the service corridors and access to any Hotel offices in the basement is strictly prohibited. *All provisions of Services provided by the Emporium Hotel are at the Hotel s discretion. 5. Hotel Account Establishment for Service Use For those wishing to access Services, and for your ease, we encourage you to set up a pre-authorised account in the first instance. This will assist us in providing you a tailored and prompt service. 5

6 For Residents who do not wish to establish an account right away, Services remain available and will require payment by credit card at the time of ordering. A payment receipt will be issued at time of delivery. If you would like to cancel your account, please send a short statement to the Guest Relations Manager via who will take you through the quick process. Please ensure you have your Emporium ID cards ready to return. 5.1 Who is entitled to establish an account? Only Residents (as defined in section 1.1 of these Guidelines) are entitled to establish an account with the Emporium Hotel. A Hotel account is required for access to the Hotels recreational areas, including the pool and gym on level Establishing an account with Emporium Hotel South Bank Residents who wish to establish an account are asked to contact the Guest Relations Manager in the first instance via guest.relations@emporiumhotels.com.au, who will then make a suitable time to walk you through the short process and collect all necessary information. There are two types of accounts that can be set-up for Residents A.) Full Services & Charge back account B.) Recreational Area Access Full Services & Charge back account Recreational Area Access Hotel Services Recreational Access (Level 21 Pool & Gym) Chargeback Holding Amount (minimum $500) Emporium ID card Hotel Services Waiver Valid Driver s License Credit Application Form 6

7 5.3 Account Payment & Activity Statements A minimum of $500 is required to be deposited into a nominated Hotel bank account as a holding amount to keep the account active. This can be done by a credit card payment. The deposit must be cleared in the Hotel account before any services can be accessed, which the Guest Relations Manager will advise via an update. Once the $500 account deposit is exceeded, the credit card provided will be charged the outstanding amount and an electronic statement issued. 5.4 Accepted Payments Emporium Hotel accepts the following credit cards (surcharges apply to all credit cards) - Diners: 2.95% - Amex: 2.75% - Mastercard: 1% - Visa: 1% 5.5 Hotel Services Waiver It is a requirement of the Hotel Operator that all Residents are to be issued a waiver to sign at time of establishing an account for accessing services and the level 21 Pool & Gym. The Hotel Owner and Hotel Operator will undertake services with reasonable skill and care and fit for purpose. Failure to abide by the Hotels rules, as per section O in the Management Statement, will result in access being denied to the Pool/Gym on level 21 or use of the Hotel Services. 6. Loading Dock The loading dock is a shared space with Emporium Hotel and can only be accessed for scheduled move-ins and large deliveries. Access must be requested and coordinated via the Resident Manager for all move in, external supplier deliveries and refuse access requests. The entrance to the loading dock is located at 35 Tribune Street, South Brisbane. 6.1 Access & Opening Times During move in s, Residents can access the loading dock on the basement level via their core lift lobby. In this instance, an or phone call must be sent to the Resident Manager ahead of time to schedule a booking. If a vehicle arrives at the Loading Dock with no prior booking arranged, inclusive of large postal deliveries, it will be turned away and all relevant costs will be at the Residents expense. The loading dock operates daily from 8:00am 5:00pm, Monday to Friday. Bookings made outside these hours are subject to availability. 7

8 6.2 Booking Process - All bookings are to be made via the Resident Manager (refer to contact details in section 2). Please specify the preferred time and date - Bookings are subject to availability - Please provide a notice period of at least 48 hours - The Residential Manager will advise once the booking has been approved 6.3 Resident Safety The basement corridor between the loading dock and refuse rooms is a high traffic service area for the Hotel. To ensure safety of all persons in this area, Residents must abide by the following guidelines. - Residents must only access the service corridor for bulk waste removal and approved loading dock usage - The loading dock must be pre-booked, per the process outlined in section Loitering is strictly prohibited - Non-emergency use of the fire stairs is prohibited - Use of the Hotel elevator cores to/from the basement corridor by Residents is strictly prohibited - Residents must use their respective lift cores - Supervision by Hotel staff may be required during busy periods - Access to Hotel offices, equipment and/or services in the basement is strictly prohibited - Any spills, breakages, incidents or emergencies must be immediately reported to the Residential Manager and/or Hotel staff. If the situation is life threatening, dial No Resident may store furniture or items that will restrict access to the Hotel service corridor or any other area 6.4 Loading Dock Size i. Dimensions 4.5m W x 4.5m H 6.5 Lift Size i. Internal Car Dimensions 1800mm W x 2050mm D x 2700mm H ii. Entrance Dimensions 1200mm W x 2400mm H iii. Max Weight 1350kg 7. Refuse Space Both Emporium Apartments and Emporium Residences have an allocated refuse space for the disposal of large bulky items. The refuse spaces are located outside the Residents lobby areas via the Hotel corridors. 8

9 7.1 Access The refuse rooms remain permanently locked for health and safety reasons. If you are requiring access, please contact your Resident Manager to organise a suitable time. 8. Car Wash Facility A self-service carwash facility is located on level 5. The facility can be accessed by Residents free-of-charge. We ask that you please leave the facility in a clean and tidy condition after each use and report any damage to the Resident Manager. We also request that you avoid wetting surrounding vehicles and playing loud music. Lastly, in line with our commitment to minimising environmental waste, please avoid excessive use of water. 9. Resident Pool, Gym, Sauna and Steam Room The Residents pool, barbeque area, gym, sauna and steam room are located on level 6 with the steam and sauna located between the hotel lifts on level 6. These facilities are exclusively for Resident use only and are accessed using your fob. The operating hours may change from time to time but will generally be accessible between 6:00am 10pm, 7 days a week. Use of this area is subject to the rules implemented by Emporium Residences. The Resident Manager will provide guidelines for use of these areas. 10. Emporium Hotel - Rooftop Pool & Gym Emporium Hotel's pool, gym, sauna and steam room are located on level 21. The Terrace is also located on this level and is open to the public as outlined in section An Emporium Hotel account is required to be set-up to access the Pool and Gym as referred to in section Access Hours of operation are between 6:00am to 10:00pm, seven days a week. Operating times are subject to occasional change and will be communicated by the Guest Relations Manager accordingly. These facilities are first and foremost for use by Hotel guests. Given this, to avoid overcrowding and for safety reasons Residents are required to phone ahead to access the pool and gym areas via contacting the Hotel Operator (see Hotel Contacts in section 2). The Terrace all day dining area is open from 6am till late, seven days a week and is accessed via the Hotel lifts on either level 6 or ground floor. Residents are always required to keep their ID cards on them when accessing the Hotel pool area Booking Process for the Rooftop Pool & Gym 9

10 - Please contact the Hotel Operator to request access to the pool and gym (see Hotel Contacts in section 2). Residents must confirm the total size of their group at this time. - Once a booking is confirmed, you can collect a temporary access card from the Reception desk on ground floor. These cards will expire after a set time and we ask that you return them following use to a staff member. - All Residents are required to use the Emporium Hotel towel service. Towels can be collected from the designated area on level 21. Please return to the same location. Residents risk a charge of $50 should towels not be returned. Any damage to towels should be reported Resident Behaviour Residents are subject to the same behaviour standards as Hotel guests. The Hotel has the right to restrict access to any persons who do not abide by the conditions of entry, outlined below Conditions of Entry & Use i.) Level 21 Infinity Pool - Only Emporium Hotel towels are to be used - Maximum party size is four people (including hosting Resident) - No glass or breakable objects - No smoking - No food or drink is to be consumed in the pool - No outside food or beverages are to be consumed - No pets allowed - Children under 16 must be accompanied by an adult - All rubbish is to be placed in the bins provided - No running or diving - No loud noises - Always dry yourself completely before entering the terrace area or lifts - Appropriate clothing must be worn including appropriate footwear to and from this facility - Doors or gates are not to be propped open - The use of the area is at your own risk - No ball games or pool toys ii.) Level 21 Gym - Use of the equipment is at your own risk. Management takes no responsibility for any injuries that may occur during or after the use of equipment - Residents must always have a towel and wipe down equipment after use. This can either be an Emporium Hotel towel provided or a personal towel - Appropriate clothing must be worn, including appropriate footwear to and from the facility - Children under 16 must be accompanied by an adult - No food or beverages other than water are to be consumed - No glass or breakable objects - No loud noises - Doors are not to be propped open - Please report any damage or faulty equipment to the Residential Manager - Strictly no smoking 10

11 - All rubbish is to be placed in the bins provided - No pets allowed 11

12 11. Mandatory Services 11.1 Package Delivery Service This service is available to all Residents, where the delivery size exceeds the space of their personal mail lot but complies with the dimensions outlined below. Upon delivery, the Hotel Concierge will reach out to notify the Resident. If the Resident is not available, a notice will be placed in their mail box. Residents can opt to collect their packages from the Hotel Concierge or have it delivered. Packages can be held for no longer than 48 hours, following which they will be handed to Hotel lost property. Any items delivered that exceed the specified dimensions below will not be accepted by the Hotel. The Hotel is not liable for lost, re-sent items or items left unattended Terms of Use The package delivery service is only available on the following terms: - Non-refrigerated items only - No food delivery service - Packages must be handheld - Packages must not be greater than the following dimensions; - 35cm x 25cm x 31xm - Packages must be addressed as followed; - Emporium Hotel Concierge (C/ APARTMENT NUMBER AND NAME) 267 Grey Street, South Brisbane, Optional Services 12.1 Hotel Services Emporium Hotel services are available to Residents subject to the following conditions: - Bookings are made via contacts specified in section 2 - Each service incurs a charge which will be directly billed to the Resident under the provisions of the service agreement - All services are subject to availability - The Hotel highly recommends Residents to provide the specified notice period for the preferred time - Residents must abide by all service booking processes - For all Hotel Service use, a waiver is required to be signed which indemnifies the Hotel from liability where the Hotel is not at fault (refer to section 5.5). 12

13 - Service payment is via authorised account set-up or credit card payments (made at time of ordering). - Residents are required to show their Emporium ID card where they wish to charge directly to their account Hr Room Service Room service is available to Residents seven days a week including an all-day dining menu and a limited beverage delivery service. All items are subject to availability and time constraints may apply, depending on the notice period and volume of items ordered. Residents without approved Hotel accounts are required to pay via credit card over the phone at the time of ordering. A receipt will be issued at delivery. For peak event periods such as River Fire, New Year s Eve and Mother s Day, we ask that a notice period of seven days is provided for room service orders. i.) Ordering process - Please contact the In-suite dining team via to place a room service order (see section 2) - A $5 tray charge is applicable to all deliveries - All items are subject to availability - Please allow an appropriate notice period for order and delivery. All delivery times will be specified at time of order - A limited bottle service menu is available for the order of beers, wine and basic spirits. This service can be cancelled by the Hotel at any time in the event of inappropriate behaviour or RSA circumstances arise. - An authorised staff member will request to sight your Emporium ID card upon delivery - Where payment has been accepted over the phone, an Emporium staff member may request to sight valid identification to confirm the recipient for proof of age for alcohol consumption. - The Hotel reserves the right to suspend services due to unforeseen events - A surcharge of 15% will incur for service deliveries on public holidays 12.3 Valet Parking This service is available for both parking in the Residents designated parking bay or in a Hotel parking lot. The Hotel valet use is subject to availability and the terms and conditions outlined on the valet ticket provided at the time of service. Valet parking pricing is outlined in section Cleaning Service Private cleaning services will include the use of Hotel cleaning tools and equipment as well as standard cleaning chemicals. It does not include the replenishment of consumables such as toiletries, tissues and toilet paper. Cleaning service pricing is outlined in section 3 13

14 12.5 Valet Laundry Service For all laundry, dry cleaning, pressing or tailor service requests, please contact the Hotel Concierge and a laundry bag will be delivered along with a slip. Please ensure the slip is filled out and the items requiring service are inside the bag provided ahead of collection. The Hotel Operator will advise the available times for pick-up and drop-off. A $5 handling fee per pick up and drop off will apply, per the schedule of fees in section 3. Items will be returned to the Resident as per specified service turnaround times. Service rates are available upon request Residential Maintenance The Hotel can assist Residents upon request for all minor handyman and maintenance work. For bookings and enquiries please contact the Hotel Operator allowing a minimum 30-minute call out time. Rates are $50 per hour, per the schedule of fees in section 3. For all major and emergency maintenance issues please contact the Resident Manager for assistance Newspaper Deliveries Newspaper deliveries are organised with the Hotels Concierge team and can either be dropped off in the Residents personal mail lot, at no extra delivery cost, or delivered to the Residents door for a $1 delivery fee, in addition to the cost of the newspaper fee. The Hotel does not accept liability for any loss or damage to delivered newspapers after drop-off Residential Catering Emporium Hotel offers a catering service for residential dinner parties and small events. Ordered items are delivered to the residence at an agreed time, in disposable containers. Please allow a notice period of seven days. To request catering information please contact guest.relations@emporiumhotels.com.au. All items are subject to availability on the day with additional costs for special dietary requirements Personal Chef & Waiter Services Minimum requirements for personal chef and wait service is 10 people for sit-down and 20 people for standing events, with a seven-day notice period. A quote can be prepared by an Emporium Hotel conference and event specialist on request and will include prep time, cooking and clean up. All equipment will be supplied on the day with extra fees applying for any additional requirements or equipment. Please note that the Hotel reserves the right to withhold service to any style of event. To request further information please contact guest.relations@emporiumhotels.com.au Transport Arrangements Transport arrangements can be made through the Hotel Operator and is coordinated by the Hotel Concierge. This service covers a wide array of transport requests from cab hire to personal pick up. Depending on the complexity of the request fees apply and may be subject to change. 14

15 12.14 In-Room Spa Treatments A full list of massage and beauty services are available for direct bookings. Please contact the Hotel Concierge for pricing and contact information. For services that are not included, please contact Hotel Concierge who can assist in making arrangements (subject to availability). A notice period of 24 hours is encouraged to avoid disappointment Personal Assistant/Secretarial Services Printing and photocopying are subject to a 50c per page charge for all colour printing and a 10c per page charge for black and white. Emporium Hotel offers Residents a range of secretarial services for a fee of $50 per hour. This service requires a 24-hr notice period and can be booked through the Hotel Operator. Services include; - Photocopying - Word Processing - Printing & document collation - Forward travel arrangements - Fax/telephone communications Conference & Event Room Hire Emporium Hotel South Bank s Conference Centre features three state-of-the-art boardrooms with wireless presentation systems, video conferencing, interactive white boards, digital entertainment; and tea and coffee stations. Room hire fees for a half day start from $ and $ for full day use. The grand, pillarless Frangipani Ballroom features the latest digital entertainment and audio-visual equipment, state-ofthe-art lighting and sound system, 250 person sit down or 350 person stand up capacity and four large projector screens. The ballroom also features operable walls to cater for smaller scale events. Our bespoke food and beverage outlets are also available for events. Belle Epoque, the Piano Bar, Opal and The Terrace, a spectacular space located on the 21 st floor with sweeping city and river views are available for booking for a fee. Please contact the Guest Relations Manager for further information. All bookings are subject to availability and booking terms and conditions apply. 15