Appendix E Management Plan - 14-16 Mary Street, Noosaville - Bounce Hostels 15.6.2018

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Preliminary Plan of Management – Bounce Noosa



A bit about Bounce…

The Bounce brand started in 2010 with a brand-new purpose built hostel/hotel in Surry Hills, Sydney.
Our company ethos is derived purely from a customer service focus. It is the foundation of
everything we do and every decision we make.

THE BOUNCE ETHOS:

        “Provide the best experience for every guest of any age, culture and personality when they
        visit our property. Make sure all our guests leave our property with a smile. Be an iconic
        accommodation provider in each destination that we operate in.”

We believe if we operate under these three guidelines we will be successful in each operation. To
date, this ethos and the foundation it has created for our company has served us well. Bounce
Sydney is a multi-award winning property. Every year we receive several awards and recognitions
from a variety of different online travel agents and industry representatives.

These include:

    -   #1 in Australia
    -   Top 10 Large Hostels in the World
    -   Best in NSW
    -   Best in Sydney, Most popular in Sydney, Trip Advisors Award of Excellence… and many more.

Our GM has 15 years’ experience running accommodation services in the UK, Canada, NZ and
currently Australia where he has been based for the last 10 years. He is a keen contributor to the
Tourism Industry and currently sits on a number of boards and committees. These include the
Tourism Australia Youth Advisory Panel, BYTAP (Backpacker Youth Tourism Advisory Panel) who
reports to the Australia Tourism Council, and the Backpackers Operators Association NSW. He also is
a partner in Hostels Australia which he created in 2015. Hostels Australia unites the best
independent hostels in Australia under one brand and creates a network where hostels can refer
guests to each other through a membership program.

We also operate a 68 room hotel called 1831 Boutique Hotel which is located on George St, Sydney
CBD.

We love what we do, and we love seeing our guests have life changing travel experiences every
single day.



Bounce Noosa Operations

A full plan of management will be finalized further down the track which will be a variation of our
Sydney operational plan altered to meet the requirements of a successful operation in Noosa. The
Sydney property does share some similarities to the Mary St proposal. It is based in Surry Hills, not
the CBD, and has residential accommodation on one side and at the rear of the building, and a
business on the other side. In over 7 years of operation we have not received a single complaint
from our Neighbors. We run a tight ship, and enforce house rules to ensure all of our guests have a
comfortable stay and the local residents are not disturbed.

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The operation plan for Noosa would include:

   1. 24 hour reception

       From a customer service prospective, it is crucial to have someone available at all times of
       the day and night to look after guest needs. It costs a lot, but we believe it is worth the
       investment. This creates a controlled environment for guests and local residents.

   2. Managing areas and times

       As with Sydney, we expect a range of different guests with each of them desiring a different
       experience. Some will want to stick to themselves and have a quiet, relaxing time whilst
       others will want to socialize and meet people.


       We have designed this building to have many different areas catering to these needs. A lot
       of lounges and quiet areas to read, work online and relax. We have also created a contained
       social area that the building wraps around. Having one social area is the key to control. We
       have designed it so it is close to reception so there will always be staff supervising guests.
       Having this area in this location also limits noise for neighbors.

       As it gets later in the evening the outdoor areas will close and we will offer a few very
       straight forward options for guests which include:

                      Go to bed.
                      Move into dining area – This area is purposefully designed on the Southern
                       side of the property where the business is located next door. It is as far away
                       from the residential side as possible. When guests are using this area after
                       hours the staff will make sure that all doors and windows are closed to
                       eliminate noise for other guests.
                      Offer free shuttles and/or buses to Hastings St. In general, this is the
                       preferred option for the guests and staff. It is extremely effective in Sydney.
                       The group departs together and return in small groups of twos and threes
                       which is very easy to manage for overnight staff.

   3. Free transport

       We will have regular shuttles to/from Hastings St and the bus depot. We will have bikes
       available for guests to use for free and we’ll encourage the ride into Hastings St and around
       the National Park. As few guests will have their own transport we will highlight the public
       transport option to get to other destinations in the Noosa area.

   4. Carpark management

       We see this being predominantly used by staff and guests that stay in one of the 6 hotel
       suites. The backpacker contingent of our business will arrive by shuttle from the airport and
       on one of the national bus providers (Greyhound and Premier).

       As with most accommodation providers, check-in will be around 1pm and check-out will be
       at 10am. We expect that this will limit use of the car park to around these times and little or
       no use will occur between the hours of 8pm and 8am.

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5. Other comments

   We have 200 beds in Sydney which runs at 97% occupancy over the year. We have very few
   issues with guests considering how busy this property is. We are very strict when guests step
   out of line and have no problems asking them to leave the property when required. Our
   guests prefer this type of property with a clear set of rules, delivered with a friendly smile of
   course.