Hotel & Tourism SMARTreport #32

cleverdis

THE PROFESSIONAL BUYERS’ REFERENCE

ELITE TRAVEL

TRENDS

#13 / IMMERSIVE & ADVENTURE

TRAVEL DOMINATE

SPOTLIGHT

ON THE AMERICAS

#21 / STRONG DOLLAR –

A NEW TOURISM DYNAMIC

INNOVATIONS

& TECHNOLOGIES

#35 / DISRUPTIVE

TECHNOLOGIES – WHAT

ARE THE STAKES?

…WE ARE

BUILDING ON IDEAS

TO HELP HOTELIERS

CREATE POINTS OF

DIFFERENTIATION

AND RETURN ON

INVESTMENT…

Laurence

Onfroy

CEO & Founder,

TemptingPlaces

#32 - 2016 WINTER EDITION / A CLEVERDIS PUBLICATION


Richard Barnes

Editor-in-chief

richard.barnes@cleverdis.com

Tel: +33 (0) 4 42 77 46 00

Hotel & Tourism

SMARTreport #32

2016 Winter Edition 3

FOREWORD

LOCAL FLAVOURS ON A GLOBAL SCALE

Touching the real thing… Experiences… through sight, sound,

touch, smell, taste and most importantly, sentiment, are what

travellers want today. Gone is the epoch of the “global” hotel.

In this edition of the SMARTreport, we look at a number of

wonderful examples of hotels that immerse one in the local

culture and flavour. This differentiation through localisation

is underlined in our exclusive interview with Laurence Onfroy,

CEO and founder of TemptingPlaces. Her understanding of the

evolution of market demand has spawned a vision that is very

much in line with this trend towards veritable local experiences.

Catering to sentiment and personal situations of the traveller

at any particular time in his or her life governs what they want

to see and do, and this is the subject of our interview with elite

travel advisor Olivier Glasberg of Succès Voyages in France.

In this edition, we also spotlight the evolution of travel and

tourism in the Americas, where the strong Greenback has

created a new dynamic over the past year.

And our innovations and technologies section highlights ways

hoteliers are leveraging “new tech” to not only create a more

comfortable and interesting stay for the traveller, but also create

new streams of revenue.

Enjoy the read!

CONTENTS

4 EXCLUSIVE INTERVIEWS

4 DEFINING A NEW BRAND

OF UNIQUENESS

Laurence Onfroy, CEO & Founder,

TemptingPlaces

6 MALAYSIA, EVEN GREATER VALUE

FOR MONEY THANKS TO EXCHANGE

RATE

Abdul Rahim Haron, Director, Tourism Malaysia

(France, Spain and Portugal)

7 EVOLUTION IN CHINESE

OUTBOUND TOURISM

Conor Yang, Chief Financial Officer,

Tuniu Corporation

8 EVENTS

8 WORLD TRAVEL MARKET (WTM)

LONDON

Discover the world

10 THE “BIG EVENT” IN SPAIN

IFEMA prepares staging of the 37th FITUR

trade show for January 2017

11 EVENTS CALENDAR

13 ELITE TRAVEL TRENDS

13 IMMERSION AND ADVENTURE SHINE

AS KEY INSPIRATIONS TO TRAVEL

14 THE RECIPE FOR SUCCESS

IN TRAVEL PLANNING

Olivier Glasberg, Associate Director,

Succès Voyage

15 GOOD THINGS OFTEN COME IN

SMALL PACKAGES

Tim Davis, Vice President Brand & Marketing,

Small Luxury Hotels

16 STAY DIFFERENT

Stefan Leser, CEO, Jumeirah Group

18 THE EPITOME OF EXCELLENCE

Hamad Abdulla Al-Mulla, CEO, Katara Hospitality

19 GOLF TOURISM CONTINUES

TO GROW

19 SHOPPING TOURISM: KEY FOR

DESTINATION MARKETING

20 LUXURY TRAVEL PROS FLOCK

TO THE CITY OF STARS

21 AMERICAS & CARIBBEAN

21 THE AMERICAS – A NEW TOURISM

DYNAMIC

22 CARRIERS

AIR TRANSPORT IN THE AMERICAS

25 AMERICAS & CARIBBEAN INBOUND

• TRENDS & FIGURES

STRONG US DOLLAR BOOSTS

REGIONAL TOURISM

26 • TRENDING DESTINATIONS

BEYOND THE GATEWAYS

Chris Ellis, Director, Global Trade Development,

Brand USA

27 THE (HAPPILY) “WEIRD” SIDE

OF TEXAS

Austin grows as meeting and convention

destination

28 THE BEACH IS JUST THE BEGINNING

Jean-Marc Flambert, Vice-President,

Sales & Marketing, UK & Europe, Antigua

Barbuda Tourism Authority

29 TRENDING IN LATIN AMERICA

Anna Avanesova, General Manager, Ada Tours

30 • TRENDING HOTELS

33 AMERICAS & CARIBBEAN OUTBOUND

GETTING THE WELCOME RIGHT

Tim Hentschel, CEO at HotelPlanner.com

and Meetings.com

34 • TRENDING HOTELS

35 INNOVATIONS

& TECHNOLOGIES

35 THE TWO WAYS OF CONSIDERING

TECHNOLOGY

37 IN THE FIELD WITH DAVID ESSERYK

DISRUPTIVE TECHNOLOGIES

IN HOSPITALITY

38 THE FUTURE IS OUT OF THE BOX

Yves Lacheret, Senior Vice President

Entrepreneurship Advocacy, AccorHotels

39 LEVERAGING CHANGE

40 REDEFINING THE HOSPITALITY

EXPERIENCE

Samsung introduces six step innovation roadmap

43 A SOUND DIFFERENTIATOR

Yamaha brings ideas and solutions to help

an establishment truly stand out in the crowd

44 TOTAL CONTROL

Putting the guest in the driver’s seat!


EXCLUSIVE INTERVIEW

DEFINING

A NEW BRAND

OF UNIQUENESS

Laurence Onfroy - CEO & Founder of TemptingPlaces,

the World’s Most Unique Boutique Hotels talks about her

group’s mission and objectives

Laurence

Onfroy

CEO & Founder,

TemptingPlaces

We put the obvious question

to Laurence Onfroy…

“Just what is your brand

all about?”

We’re a soft brand for boutique hotels

that have been conceived and made

by visionary owners with an aim of

transforming the hospitality industry.

They’re a new generation of hoteliers.

Before, there were those who were into

“traditional luxury”, with high-class

service and gastronomy and so on. But

the new generation is more concerned

with “experiential” or “immersive”

travel, and there was a gap in the

market.

There was no brand to help them to

leverage their image, to gain visibility

and structure themselves. So, with 140

hotels in 34 countries, we’re really a

community of independent hoteliers,

and we’re growing year after year.

But we try also to retain a human

dimension.

When I started the company, I had a

vision to structure this market, because

the independent hospitality sector is

very fragmented. So our mission is both

to structure and clarify the market. Our

partners now rely on our selection

and standards to reference our hotels

worldwide. I launched TemptingPlaces

in 2010, and last year, we opened an

Asia Pacific regional office in Malaysia.

We saw that some very few of

your hotels are also part of other

groupings. What extra value do you

add to the market?

Actually, we cater to another segment.

While we have some hotels that have

dual affiliation, there are very few. What

makes us different is that we were

born digital, and we’ve just released a

printed guide. The other brands were

born with printed guides, and they

are transforming themselves with the

arrival of digital, which is very difficult

as they already had a strong inertia in

the direction they had been taking,

because they are very big, so it’s not

easy to face all those changes. As we

are in the digital world, we bring our

hoteliers another way to structure their

sales and marketing aligned with a

digital approach, giving them access to

technology.

What are the selection criteria?

Important factors include size – they

should have less than 100 rooms, and

we audit the hotels for a broad number


Hotel & Tourism

SMARTreport #32

2016 Winter Edition 5

Madulkelle Tea Eco-Lodge,

Kandy, Sri Lanka

of criteria. Our team goes to the property,

meets with the owner, and sees if there

is an interest for them to join, because

we want to build on the value creation

we can bring to the hoteliers. Another

factor is that of technology, where we

are building on ideas to help hoteliers

create points of differentiation and

Return on Investment in this respect.

Do you have an example of what

you could term a “perfect example”

of a “tempting place”?

Yes. There’s the Madulkelle Tea and

Eco Lodge in the centre of Sri Lanka.

It’s a “must see” if you are in Sri

Lanka. It is unique in that the traveller

sleeps in a luxury tent perched upon

a hilltop, facing the green valley and

the distant knuckle mountains. The

360° view over the beautiful natural

surroundings from your room is a

highly emotional experience, just like

waking in the morning and finding you

are in the clouds. The cuisine is local

and authentic, with a hint of French

savoir-faire in the service. Evenings are

spent fireside with jazzy music sipping

cocktails.

In France, there is Château Pape

Clément, which belongs to Bernard

Magrez. It’s a property in the middle of

the vineyards, made unique by the fact

that it’s Mr Magrez’s home. Each room

has its own decoration with artworks

from famous artists. Afterwards you

cannot drink anything but Château

Pape Clément, because you have

experienced it.

How does your relationship work

with travel advisors?

It’s so important, because it is often

difficult to identify great independent

hotels that are very much sought after

by their clients. So we help them by

clarifying the market, and gaining the

loyalty of their customers. We give

them training, bring the hoteliers to

visit them, and the hotels provide extra

VIP advantages for their customers.

Just recently we organised an event

in Paris where 14 hotels were present,

and we invited travel advisors to come

and meet them. We also provide them

with a programme, which includes a

dedicated portal through which they

can book directly with net rates and

advantages, and extensive descriptions

of the hotels, with articles and a lifestyle

magazine that serves to inspire them

when dealing with the end customers •

AS WE ARE IN

THE DIGITAL WORLD,

WE BRING OUR

HOTELIERS ANOTHER

WAY TO STRUCTURE

THEIR SALES AND

MARKETING ALIGNED

WITH A DIGITAL

APPROACH, GIVING

THEM ACCESS TO

TECHNOLOGY

Château Pape Clément,

Pessac, France


EXCLUSIVE INTERVIEW

MALAYSIA

EVEN GREATER VALUE FOR MONEY

THANKS TO EXCHANGE RATE

The South East Asian tropical paradise is growing as a “winter

getaway” destination for European travellers

SkyCab Langkawi

We asked Abdul Rahim Haron, Director

of Tourism Malaysia (France, Spain and

Portugal), what makes Malaysia such

a great value for money destination…

The currency exchange rate against the

euro offers more value for each euro spent

against the Malaysian Ringgit. Hence,

visitors enjoy spending in hotels, restaurant

shopping, food, rental of private villas,

boats and visits to various places with the

attractive exchange rate. Hotel rates are

also comparatively very low.

How is event tourism growing in

importance for Malaysia?

Sports Tourism in the country is getting

attention globally from events such

as international marathons, mountain

climbing, diving, golfing, biking/cycling,

motor sports, sailing and regattas. Leisure

groups and incentives are including sports

into their activities or programmes. The

country also hosts world’s best sporting

events like the Petronas Formula 1 GP and

the Motorcycle Grand Prix as well as the

Ironman challenge in Langkawi, which

will happen on November 12, and the

Langkawi Regatta.

While many think increasingly of Sabah

and the peninsula as destinations,

Kuala Lumpur is increasingly popular.

What are its main “USPs”?

Kuala Lumpur is a diverse capital city,

full of contrasts. Urban tourism is on the

rise as new generation travellers seek

combinations of stay experience including

city stays. The capital city of Kuala Lumpur

is gateway to many other destinations in

the country. It is home to the world’s tallest

twin towers the iconic structure that places

Malaysia well in the international map.

Kuala Lumpur is multi-cultural, the city

recently introduced the KL Pass that

allows travellers the convenience to visit

the multiple attractions in the city; sky

dining venues like Marini’s on 57, Skybar

at Traders, Troika, with magnificent views

of Kuala Lumpur, the hop-on hop-off bus

that allows visitors to see the many places

of attractions in the city. KL is connected by

an express train (ERL) from KL International

Airport in just 30 minutes, is 1 hour away

from the historical city of Melaka and Port

Dickson and 2 hours away to Pangkor

Island and Taman Negara (National Park) •

Abdul Rahim

Haron

Director, Tourism Malaysia

(France, Spain and Portugal)

SMARTreport Commercial Content


EXCLUSIVE INTERVIEW

Hotel & Tourism

SMARTreport #32

2016 Winter Edition 7

Conor Yang

Chief Financial Officer,

Tuniu Corporation

EVOLUTION IN CHINESE

OUTBOUND TOURISM

Exclusive interview with the CFO of Tuniu – instrumental

in package tour growth

Founded in 2006, today, Tuniu has become the number one player in

China’s online leisure travel market. In this exclusive interview, we

first asked Conor Yang, Chief Financial Officer of Tuniu Corporation,

how the Chinese outbound tourism is evolving…

The Chinese outbound market has

grown rapidly in the recent years.

We expect the market to maintain its

fast growth in the near future mainly

due to a few reasons. First, the

consumption power here in China as

measured on a GDP per capita basis

has reached a critical point. Chinese

people now have enough disposable

income to spend on new experiences

such as travelling abroad. Secondly,

the application process for a visa to

a foreign country is becoming easier

for Chinese citizens. This allows more

Chinese people to have the ability to

visit new countries where previous

restrictions limited them. When you

combine these two factors, we can

expect the growth momentum of

Chinese outbound tourism to remain

very strong.

How is luxury travel developing for

Chinese tourists?

Although luxury travel remains in a

developmental phase here in China,

it is growing at an accelerating pace.

This is due to the fact that China

has one of the largest populations

of high-net-worth individuals in

the world and one of the most

favourable environments for luxury

travel. If you couple the Chinese

demographic with the increasing

crave for a luxury experience, you’ll

get a very fast growing market for

luxury travel in China.

How could you best describe

Tuniu’s mid-term roadmap?

Given our established position in

packaged tours, we will put increased

emphasis in self-guided tours. To do

ALTHOUGH LUXURY

TRAVEL REMAINS IN

A DEVELOPMENTAL

PHASE HERE IN CHINA,

IT IS GROWING AT AN

ACCELERATING PACE

that, we will strengthen our offerings

in air ticketing and hotel booking

while also expanding our coverage

of destination-based products. We

are confident that we can leverage

our experience in packaged tour and

understanding of Chinese travellers

to rapidly strengthen our presence

in self-guided tours, and to continue

increasing our market share in

China’s attractive online leisure travel

market.


EVENTS

FITUR SIGNALS

THE START

OF THE

INTERNATIONAL

TOURISM FAIR

CALENDAR

FITUR IFEMA

TURISMO 2016

THE “BIG EVENT” IN SPAIN

IFEMA prepares staging of the 37 th FITUR trade show

for January 2017

It’s the first major appointment of the year

for travel professionals the world over.

From January 18 to 22, 2017, the 37 th

staging of FITUR in Madrid is a major event

on the calendar, and the leading show for

the Latin American sphere.

The show is organised by IFEMA, the

leading fair organiser in Spain and one of

the most important in Europe, with over

three decades’ experience and a portfolio

of 80 annual fairs that are specialised in the

main economic and production sectors. In

recent years, IFEMA has positioned itself

as a global operator through the presence

of its fairs in Latin America and Asia and

through consulting projects on fair grounds

management and invitations to tender in

Africa, Latin America and the Middle East.

FITUR signals the start of the international

tourism fair calendar, and thus acts as a

barometer for the sector that is one of

the most important drivers of the global

economy.

The 2017 event kicks off with the highest

expectations, following a rise in attendee

figures in 2016; a new record with a total

of 231,872 visitors, including 124,659

participating professionals (2% more than

in 2015) and 9,605 companies present,

hailing from 165 countries. Each year, the

FITUR show has a positive repercussion on

Madrid, generating an economic impact

estimated at 210 million Euros for the city.

This year, the organisers have more

than ever been travelling the world to

promote the event. One such example

was a workshop held in Colombia on July

27, organised by the Bogota chamber

of commerce, on how to get the most

from a trade show in both business and

promotional terms.

The workshop, given by Santiago Quiroga,

Director of International Expansion of

IFEMA, highlighted the importance of a

professional fair within the foreign trade

strategy of companies •

FITUR HEALTH

A MAJOR

DRAW CARD

The specialised FITUR

HEALTH section will again

be staged at the show, and

on this occasion, IFEMA and

its partner SPAINCARES are

renewing their collaboration

agreement for the third

staging of this section, which

will again occupy Hall 8 of

IFEMA’s exhibition venue.

In 2016, FITUR HEALTH hosted

25 exhibitors, representing

more than 150 health centres

and businesses from within

this industry, and saw the

participation of 14 top-level

international buyers.


11

Hotel & Tourism

SMARTreport #32

2016 Winter Edition

EVENTS CALENDAR

6-10 NOVEMBER 2016

Equip’Hotel Paris

Porte de Versailles, Paris, France

www.equiphotel.com

7-9 NOVEMBER 2016

World Travel Market - WTM

ExCel London, London,

United Kingdom

www.wtmlondon.com

CLEVERDIS

PARTNER

CLEVERDIS

PARTNER

10 NOVEMBER 2016

HOSPACE 2016

Sofitel T5, Heathrow, United Kingdom

www.hospace.net

CLEVERDIS

PARTNER

14 NOVEMBER 2016

American Group Travel Awards

– AGTA

Paramount Hotel, New York City, USA

www.americangrouptravelawards.com/

AGTA/

22-23 NOVEMBER 2016

The Sleep Event London

Business Design Centre, London, United

Kingdom

www.thesleepevent.com

28 NOVEMBER, 2016

Barcelona Seminar – ETOA

Barcelona, Spain

www.etoa.org

CLEVERDIS

PARTNER

5 – 8 DECEMBER 2016

International Luxury Travel Market

– ILTM

Palais des festivals et des congrès,

Cannes, France

www.iltm.com

18 – 22 JANUARY 2017

Fitur Feria de Madrid

Madrid, Spain

www.ifema.es

21 – 25 JANUARY 2017

Sirha

Eurexpo, Lyon, France

www.sirha.com

A CLEVERDIS Publication, 65 avenue Jules Cantini,

Tour Méditerranée, 13006 Marseille - France.

Tel: + 33 442 77 46 00 - Fax: + 33 442 77 46 01

E-mail : info@cleverdis.com - www.cleverdis.com

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SARL capitalised at Euro 155,750 - VAT FR 95413604471

RCS Marseille B 413 604 471

Publisher: Gérard Lefebvre

Publishing Director: Jean-Guy Bienfait

Managing Director: Jean-François Pieri

Editor-in-Chief: Richard Barnes

Editorial coordination: Monia Tazamoucht

Art Director: Hélène Beunat

With the participation of: Bettina Badon, Anna Klima,

Celina Tarnow

>>To contact them: first name.last name@cleverdis.com

Printing: Pure Impression, Mauguio, France

On cover: © TemptingPlaces

Registration of Copyright November 2016 • ISSN 2110-8676. Information

presented in this publication is purely indicative in order to illustrate subjects contained therein.

No guarantee can be given as to the accuracy of data or content at time of printing and

thus the latter should not be used to professional or commercial ends. While all efforts have

been made as to accuracy and pertinence of content and data contained in this publication,

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may be, that may result from the interpretation of this data or content, or any eventual errors

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ELITE TRAVEL TRENDS

Brought to you by

Hotel & Tourism

SMARTreport #32

2016 Winter Edition 13

IMMERSION AND

ADVENTURE SHINE

AS KEY INSPIRATIONS

TO TRAVEL

Every day, the importance of “immersive”

and “adventure” travel – often closely

linked – becomes increasingly evident in

the “elite” travel segment.

Several factors are driving adventure

travel’s popularity, as cited by respondents

to a recent Virtuoso “active and speciality

travel” survey: communing with nature,

checking experiences off a bucket list,

spending quality time together on family

and multigenerational trips, and the ability

of today’s older travellers to be more active

due to improved longevity and health.

Respondents also provided their top tips

for adventure travel:

1. Challenge yourself by stepping out of

your comfort zone and being open to

new activities;

2. Familiarise yourself with the culture of

the destination by meeting interesting

locals;

3. Look at the world in a new way: gain

a fresh perspective and possibly even

change an opinion;

4. Travel now, because some of these

destinations are changing fast and may

not be in this state in just a few years;

5. Don’t try to do too much. Keep travel

distances manageable and build in rest

days and free time.

The role of the travel advisor thus takes

on added importance, as making the

right choices becomes essential. In this

section, we hope to give you a little added

inspiration!

Sandibe Okavango Safari Lodge,

Botswana


ELITE TRAVEL TRENDS

Brought to you by

Olivier

Glasberg

Associate Director,

Succès Voyage

THE RECIPE FOR

SUCCESS IN TRAVEL

PLANNING

The role of travel advisor:

more than ever to listen to the client

In September 2013, Olivier Glasberg

moved over from Kuoni travel to

Succès Voyage in Paris where he took

on the role of associate director, and

has since launched the brand “Au

Fur et à Mesure”. We asked him to

tell us more…

Au Fur et à Mesure was created in a

strategy of differentiation, based on a

concept of experiential luxury. Rather

than selling destinations or “styles”

of travel, we have an entirely different

approach. You know, the life of a

client is punctuated by various steps or

stages, whether they be family-based,

sentimental or social, and the desire

travel is directly influenced by that

“moment” of life. So more important

than knowing where the client wants

to go is the knowledge of why he or

she wants to go, and with whom. Do

they want to have “sharing” moments

with their children? To “get away from

it all”? To get closer to those they don’t

see enough of during the year?

So it’s really a case of “adding

value”…

Yes. Today, people don’t need our help

to book a plane ticket or reserve a hotel;

they need us when it’s a little more

complicated than that. Add to this the

fact that travel wants and needs change

totally depending on the different

periods of the year. For us, business is

good, as we are catering for a precise

need. If we are able to meet the real

needs of the clients, we win the bet.

What’s the secret to being a great

travel advisor?

It’s being able to adapt to the needs of

the client. It’s being a veritable travel

expert, not just in terms of destinations,

but in terms of understanding the needs

of a person at any one point in their life.

If you are capable of finding the right

combination, you are a very good agent.

But that’s not all; the value-add also

comes through optimising the price, so

as to be similar to what the client might

have found after several hours’ searching

on the internet by themselves… but

with our expertise as an added plus!

IF WE ARE

ABLE TO MEET

THE REAL NEEDS

OF THE CLIENTS,

WE WIN THE BET.


Brought to you by

Hotel & Tourism

SMARTreport #32

2016 Winter Edition 15

GOOD THINGS OFTEN

COME IN SMALL

PACKAGES

Small Luxury Hotels lead the way in “doing those

little things exceptionally well”

What is different about

the philosophy of SLH

compared to other hotel

groups? We put the leading

question to Tim Davis,

Vice President Brand &

Marketing, SLH.

Small Luxury Hotels of the

World has always existed to

connect independently minded

guests with independently

spirited hotels. In many ways

SLH was ahead of its time

when it launched 26 years

ago, carefully handpicking the

most character-filled, storied

and unique hotels for guests

to experience. Our point of

difference has always been

about selecting hotels that

really pay homage to their

corner of the globe but also

those that do all the little

things exceptionally well.

This year, you had a

major restructuring of

your organisation. What

did this entail and what

does it change for travel

professionals with whom

you are working?

In May, SLH and its

management company

entered into a new joint

venture structure, which

included the incorporation of

a new SLH operating vehicle

(SLH Limited). The restructure

allowed for a £12 million

investment over the next five

years into SLH by the owners

of the management company

WE OFFER

NUMEROUS ROAD

SHOWS AND

SHOWCASES

EACH YEAR

WHERE LUXURY

TRAVEL AGENTS

ARE INVITED TO

MEET WITH AND

LEARN ABOUT

OUR HOTELS

and also made member hotels

shareholders in Small Luxury

Hotels of the World Limited.

The investment has enabled

CEO Filip Boyen to have more

flexibility to drive the brand

forward in today’s increasingly

competitive landscape to

execute large scale Initiatives

laid out in SLH’s ambitious

five-year plan. It allows SLH

to further drive our newly

improved quality assurance

programme; refresh our

loyalty offering which is due

for re-launch in 2017 and

advance our technology and

distribution systems.

Some new hotels have

recently joined the group…

Can you please tell us more

about them?

This year we’ve welcomed 36

new hotels into our collection,

all of which have standout

quality. A number of them

have been in unfulfilled

destinations such as South

Korea, Ibiza, Norway Anguilla

and Wales.

How do you support

tour operators and travel

agents?

We offer numerous road

shows and showcases each

year where luxury travel

agents are invited to meet with

and learn about our hotels.

Agents can book via the GDS

(code LX), the travel agent

website (agents.slh.com) and

via the SLH VIP Desk. Any SLH

booking channel qualifies for

commission payment. We

don’t currently work with any

tour operators •

Tim Davis

Vice President Brand & Marketing,

Small Luxury Hotels


ELITE TRAVEL TRENDS

Brought to you by

STAY

DIFFERENT

Jumeirah Group CEO Stefan Leser explains what

sets his properties apart

In February 2016, Stefan Leser took over as the new CEO of Jumeirah Group,

coming over from Swiss travel services provider Kuoni Travel Holding, the

international travel Company, where he held executive management

positions for more than 10 years. We firstly asked Mr Leser what sets Jumeirah

apart…

Stefan Leser

CEO of Jumeirah Group

From a company perspective, perhaps

most significant factor is our innovation

mindset. Jumeirah is a Dubai-born

business, which truly represents the

Emirate’s bold and ambitious spirit. Dubai

is world-renowned for its commitment to

innovation, and as a member of Dubai

Holding, we operate in a supportive

environment for creativity and growth.

From a brand perspective, an important

factor to our success is our dedication to

excellence and continuous improvement.

We embrace the broader dynamism of

Dubai, which is considered as one of the

world’s most imaginative destinations.

It is within Jumeirah’s DNA to offer the

highest standards of Arabian hospitality

and the tradition of welcoming guests

like no other. At Jumeirah, we simply

think about things that others do not; this

is what makes our hotels just that little

more special. With the STAY DIFFERENT

brand promise at our core, guests can be

sure that their experience will be different

– imaginative and exhilarating, culturally

connected, thoughtful and generous.

What new openings or developments

are you the most proud of and why?

This year, Jumeirah has continued to

develop its portfolio, building on the

success of the brand. Jumeirah continues

to dominate the luxury hotel market

in the Middle East and innovation in

products and marketing strategies have

formed key components of this activity,

underpinning Jumeirah’s STAY DIFFERENT

brand promise.

NEW LUXURY

IS ABOUT

CONNECTION

– MORE THAN

CONSUMPTION

We were immensely proud to launch the

Burj Al Arab Terrace. A 10,000 square

metre private luxury terrace, which fans

out 100 metres into the Arabian Gulf, the

Burj Terrace reflects our commitment to

innovation, dedication to excellence and

offers our guests a remarkable luxurious


and distinctive experience that they can’t

find anywhere else. It is a world first and

a new Dubai landmark which pushes

the boundaries of hospitality innovation,

reinforcing Dubai as an outstanding

destination and leader in global hospitality.

Looking forward, our next milestone is

the opening at the end of 2016 of our

beachside hotel, Jumeirah Al Naseem in

Dubai. This 430-room luxury hotel is the

fourth and final phase of the acclaimed

Madinat Jumeirah Resort. What really

sets this hotel apart are the magnificent

uninterrupted views of the Arabian Gulf

and the iconic Burj Al Arab Jumeirah

hotel. Jumeirah Al Naseem is a major

addition to the appeal of Dubai as a

holiday destination.

Both of these projects demonstrate

Jumeirah’s commitment to remaining

ahead of the curve in innovation while

significantly enhancing guest experience.

Product and marketing strategy has

also been shaped over the last year by

trends within global tourism and one

area of increasing popularity is that of

spa and wellness retreats among tourists,

which has been central to the brand’s

development of its Talise Spa offering.

What, to you, is the «new» definition

of luxury?

New luxury is about connection – more

than consumption. Luxury has moved

from being an elite experience to being

a personalised and valued experience.

Jumeirah is so firmly established as a leader

in luxury hospitality that it’s hard to believe

our brand is relatively new, celebrating

its 20 th year in 2017. The Jumeirah hotel

and resorts brand was founded at a time

of evolving social trends and demands in

luxury. As a highly agile organisation with

a mandate for constant improvement,

we’ve been able to adjust our offering to

appeal to a new generation of travellers,

who have driven this redefinition of luxury.

How important is your relationship

with travel advisors and what does

your group do to help them in their

task of advising the public?

The relationship with travel advisors

is very important. Although Jumeirah.

com provides an important window

to our properties and showcases what

we have to offer, the endorsement and

recommendation by travel professionals

is an important influencer and a service

we greatly value. We see ourselves very

much in partnership. We make it easy to

book directly with Jumeirah.com. In 2015,

81,000 room-nights were booked online

but we appreciate that travel professionals

may have engaged with guests at the

important consideration stage. We make

sure we provide the travel industry with

the information they need to have

confidence in recommending Jumeirah to

their clients •

Etihad Towers,

Abu Dhabi, UAE

Jumeirah Beach Hotel,

Dubai, UAE

Royal Etihad Suite Bedroom,

Abu Dhabi, UAE

JUMEIRAH GROUP,

THE GLOBAL

LUXURY HOTEL

COMPANY AND A

MEMBER OF DUBAI

HOLDING, operates a worldclass

portfolio of hotels and resorts

including the flagship Burj Al

Arab Jumeirah. Jumeirah Hotels

& Resorts manages properties in

Dubai and Abu Dhabi, UAE, and

Kuwait in the Middle East; Baku,

Frankfurt, Istanbul, London, and

Mallorca (Spain) in Europe; the

Maldives and Shanghai in Asia.


ELITE TRAVEL TRENDS

Brought to you by

Hamad Abdulla

Al-Mulla

CEO, Katara Hospitality

THE EPITOME

OF EXCELLENCE

Katara Group continues in its quest to bring augmented

quality to iconic properties

Katara Group recently announced the unveiling of the remodelled Royal Savoy Lausanne, a

Murwab Hotel. We asked Hamad Abdulla Al-Mulla, CEO of Katara Hospitality, what the key

elements are that make this a great place to stay…

Dating from 1909, Royal Savoy

Lausanne, a Murwab Hotel

has added to the lustre of

Lausanne’s fame as a refuge

for royalty and aristocrats from

around the world. The legendary

hotel features 196 rooms and

suites, business facilities, an

exclusive terrace restaurant,

lobby lounge, cigar lounge, a

Sky Terrace on the roof with its

unique 360° panoramic view

and an extensive spa area. The

historic building in the Grand

Château style has a 5,000 sqm

park, situated between the

new and historical buildings,

and is an incomparable oasis of

tranquillity, right in the heart of

the city.

There are some other

extremely interesting projects

in the pipeline – in Doha and

in Singapore. Please tell us

more!

At an international level, one

of our most luxurious hotels,

awarded on countless occasions

for its legendary levels of service,

an icon that is an intoxicating

blend of indulgence, history

and colonial design, is Raffles

Hotel Singapore built in 1887.

This flagship property of Raffles

Hotels & Resorts will embark

on a restoration programme,

starting January 2017.

Another core area of focus

for Katara Hospitality is the

refurbishment and upgrade

of our existing Doha portfolio.

Sealine Beach, a Murwab

Resort will see the addition of

18 new villas. Further, a phased

renovation of the rooms, spa,

lobby and restaurants is well

underway at The Ritz-Carlton,

Doha to be completed by 2017.

What made Katara Hospitality

make the move to become

an international company

and how hard/easy was it to

achieve this?

Katara Hospitality is increasingly

recognised as a leading player

in the international hospitality

industry. Our successes over

the years – in hotel investment,

development and operations –

have propelled the organisation

into the global spotlight and

the Katara Hospitality brand

is now increasingly associated

with excellence in hospitality

development. Growing the

business for any company is

a key priority and the next

natural step for us was to step

into key international locations.

Expanding internationally is no

easy feat, but throughout the

process of expansion, we have

stayed true to our strategy of

investing in true icons that

represent heritage and pure

luxury •

WE HAVE

STAYED TRUE TO

OUR STRATEGY

OF INVESTING

IN TRUE ICONS

THAT REPRESENT

HERITAGE AND

PURE LUXURY.

Royal Savoy Lausanne,

Switzerland

– a Murwab Hotel

SMARTreport Commercial Content


Brought to you by

Hotel & Tourism

SMARTreport #32

2016 Winter Edition 19

GOLF

TOURISM

CONTINUES

TO GROW

Cœur d’Alene

Chelsea piers golf

Golf tourism is indeed a major growth market,

as a key attraction for many high-end travellers

looking for ways to relax in beautiful surroundings.

Virtually every day, IAGTO, the global gold

tourism association, highlights new campaigns

and openings, with a plethora of ideas for travel

professionals seeking inspiration.

The importance of golf as an attraction is

underlined by the recent announcement by Golf

Tourism England that it is to receive Government

support through the Discover England Fund to

target the lucrative golf tourism market and drive

inbound golf tourism. Golf Tourism England was

set up in 2014 and has made significant inroads,

developing new product strands and unlocking

new trade partnerships, providing a clear pathway

to increased inbound visitor volumes.

Meanwhile, in the Americas, Hilton Head Golf

Island in South Carolina has been voted the “ No.1

Island in the Continental US” by Travel + Leisure

magazine readers, while the Dominican Republic

has become known as the “Golf Capital of the

Caribbean”. Underlining that, it was named Latin

American & Caribbean Golf Destination of the

Year for 2016 in the IAGTO Awards – for the third

time •

SHOPPING TOURISM

KEY FOR DESTINATION MARKETING

“One of the most used tools in the

promotion of destinations” this is how

Shopping Tourism was described at the

opening of the 2 nd Conference on this

segment, organised by the World Tourism

Organization (UNWTO) in January 2016.

Shopping Tourism “is a highly relevant

component for travellers when choosing

and preparing their trip” underlined

Yolanda Perdomo, Director of the Affiliate

Members Programme at UNWTO.

The segment is indeed transforming the

promotion of destinations worldwide. Jörn

Gieschen, Researcher at the Instituto de

Empresa and the MasterCard Observatory

on Premium Markets and Prestige Products

underlined that small and local shopping

experiences are much more attractive for

travellers than the big global brands. One

of the trends shared was the so-called

“Bleisure” - the combination of Business

and Leisure. “58% of business travellers

add a day or even a weekend to their

business trip,” he said.

Michel Durrieu, Director

of Tourism at the Ministry

of Foreign affairs and

International Development

in France, states that

shopping and gastronomy

are major criteria to

decide on destinations,

and therefore should be

included in any strategy.

Diversity, price and quality,

opening hours, customer orientation in

shops, handicrafts and souvenirs quality

are, says Durrieu, key aspects to advance in

shopping tourism •

© iStock - Rawpixel Ltd


ELITE TRAVEL TRENDS

Brought to you by

LUXURY TRAVEL PROS FLOCK

TO THE CITY OF STARS

The French city of Cannes is the annual Mecca

for luxury travel professionals - at ILTM

ILTM Cannes, the global flagship event

of the ILTM portfolio of trade-only events

returns to Cannes, 5 – 8 December 2016.

ILTM is truly a not-to-be-missed global

event for the luxury travel industry,

introducing global travel buyers to an

incredible collection of international travel

experiences. The organisers indeed describe

themselves as “the relationship brokers that

provide a platform for you to do business

and build relationships”.

Last year, the show generated over 60,000

business appointments, resulting in business

estimated in the hundreds of millions

of Euros. With around 100 countries

represented, the 3,000 attendees (both

buyers and suppliers) at the show are 100%

international.

While ILTM is largely based on face-to-face

meetings, a number of networking events

enable attendees to build even stronger

relationships.

The strength of the show echoes the solid

growth in the luxury travel segment. Indeed,

an exclusive report released at ILTM in 2015

underlined the fact that luxury travel is

expected to see more buoyant growth

across the globe with highest growth seen

in the Americas, Asia Pacific and the Middle

East and Africa, thanks to increasing income

and a growing middle class. Germany and

the UK were found to be the top source

markets from Western Europe. Europe

will remain a popular destination, with a

weaker euro currently providing good value

for money for US tourists. Worldwide, the

report reveals that the number of affluent

households is expected to grow between

2015 and 2030. North America will

continue to have the wealthiest number

of households, but despite the economic

slowdown Asia Pacific is still expected to

see the fastest increase, posting a predicted

113% growth between 2015 and 2030.

ILTM is also an annual media showcase

for luxury travel brands that increasingly

leverage the event to announce new

openings, strategies and campaigns. This

THE RELATIONSHIP

BROKERS THAT

PROVIDE A PLATFORM

FOR YOU TO DO

BUSINESS AND BUILD

RELATIONSHIPS

year will no doubt see even more news

coming from the Palais des Festivals in

Cannes.

Last year’s edition of ILTM was also a

platform for US-based Virtuoso to increase

its footprint in Europe, having launched

in this territory only in 2014. “Virtuoso, in

partnership with our global agency members,

is co-creating this network to position each

region for success while simultaneously

building a powerful international brand,”

said Virtuoso Chairman and Chief Executive

Officer, Matthew D. Upchurch •


AMERICAS & CARIBBEAN

Hotel & Tourism

SMARTreport #32

2016 Winter Edition 21

© Alanbritom

THE AMERICAS –

A NEW TOURISM

DYNAMIC

The face of tourism in the

Americas is rapidly changing due

to a number of factors. The most

important is the rise in the value

of the “Greenback” meaning

US citizens are finding it much

cheaper to travel than before.

Travel therefore to the Caribbean,

Canada, Central and South

America has thus become much

more affordable and attractive.

The Olympic games in Rio added

to the promotion for the star

South American destination, and

new infrastructure will have a

prolonged flow-on effect for the

region. At the same time, however,

the facilitation of visa processing,

and strong campaigning by Brand

USA outside the USA, along with

fabulous new developments in

some of North America’s key

tourist destinations have meant

that the strong dollar has not

resulted in a consequent drop in

tourists arriving in the USA. To the

contrary, figures are still on the

rise, and business is excellent.

Tongariki, Easter Island,

Chile


AMERICAS & CARIBBEAN

CARRIERS

AIR TRANSPORT IN

Strong performance for most markets and good profits

Air transport in America continues to grow, with North American carriers being

again among the most profitable in the world after a decade of restructuring and

consolidation. Today, the continent is dominated by 15 large airlines of which eight

are home-based in the United States.

North America is currently enjoying a boom

in passenger traffic not seen for at least 15

years. The consolidation move since the early

2000s saw the bankruptcy of important

carriers such as Canadian Airlines, Mexicana

and Varig (Brazil) and many mergers such

as Delta with Northwest, US Air with

American Airlines, Continental with United,

TAM with LAN Group and Avianca with

TACA. The rationalisation movement was

however not followed by a sharp increase in

fares. Competition remains strong not only

between large carriers but also due to the

ongoing development of budget airlines.

According to Airlines of America (an

association grouping most US carriers), US

domestic airfares were multiplied by 2.5

between 1971 and 2015, compared to 5.9

times for USA CPI (Consumer Price Index). In

the past 25 years, the Fare Index for an air

ticket was up by 34% compared to 87%

for food and 88% for public transport. Last

year the US air transport industry reached a

historical record of 796 million of passengers

travelling on scheduled services while the

average load factor reached 83.7%, another

record! Consequently, the net income of US

carriers cumulated US$55.8 billion in net

revenues between 2010 and the first half

of 2016 compared to a loss of US$65 billion

between 2001 and 2009 •

NORTH AMERICA

IS CURRENTLY

ENJOYING A BOOM IN

PASSENGER TRAFFIC

NOT SEEN FOR AT

LEAST 15 YEARS.

Delta

- supporting Breast

Cancer Research

Foundation


Hotel & Tourism

SMARTreport #32

2016 Winter Edition 23

THE AMERICAS

for US carriers after restructuring

CONSUMERS

GAIN FROM

AMERICAN

CARRIERS’

RECORD

PROFITS

The return of financial benefits for

North American carriers translates

into benefits for the consumer. All

large airlines are nowadays purchasing

latest generation aircraft (Airbus

A350, Boeing 777-300LR and Boeing

787 Dreamliner). This helps not only in

reducing fuel consumption, but also in

providing more comfort for passengers

in all classes of services.

With fuel-savvy aircraft, airlines are also

thinking expansion, including longhaul

routes to secondary destinations.

In Europe for example, Air Canada

recently launched a daily flight to Lyon,

American will launch Amsterdam-

Dallas next March, Delta will fly in

May from New York to Berlin while

LATAM is planning to serve Lima out of

Barcelona.

Mexico also is benefiting from

strengthening ties with the United

States and of a more liberal open sky

agreement with the USA. Most large

US cities are now linked by air to their

southern neighbour with new routes

opening almost every month.

SOUTH AMERICA

A BRIGHT FUTURE

Despite ongoing weakness in Brazil

and Venezuela – both countries

are currently affected by economic

recession – South America remains

one of the world’s fastest growing

continents for air transport.

Passenger traffic on locally registered

airlines grew between 2010 and

2015 by 54%, reaching a total of

over 242 million passengers.

Two of the US’s largest global

airlines, American and Delta,

believe that Brazil in particular has

reached an inflection point, and

they sense a slight improvement

occurring on routes to Brazil due to

a rationalisation of capacity in those

markets.

After steep revenue declines in

its Brazilian markets, American

expects it could post positive unit

revenue results in those markets

during 3Q2016, while Delta is citing

LATAM livery is rolling out

across entire range of aircraft

positive trends for its Latin American

entity that should continue into

2017.

Of course, it will take some time for

airlines to reach the levels of revenue

performance they enjoyed before

Latin America’s economy began to

contract, but the start of the slow

climb out of the revenue doldrums

is a welcome sign for a region that

remains one of the most promising

over the long term.

Chile meanwhile recorded a

solid 9.7% increase in passenger

growth for the first seven months

of 2016, with domestic passengers

growing 9% and international

passenger growth reaching nearly

11%. Although Chile has not

been immune to the economic

degradation in Latin America, its

economy is more stable than in

other countries in the region •


AMERICAS & CARIBBEAN

CARRIERS

TWO MEGA-

AIRLINES

The South American market is now

dominated by two mega-airlines:

LATAM (a merger between Chile/Peru

LAN Group and Brazil TAM) and Avianca

Holdings (Colombia which merged

with TACA in El Salvador and expanded

with subsidiaries in Costa Rica, Ecuador,

Guatemala, Honduras, Nicaragua and

Peru). Other important international

carriers are Aerolineas Argentina and

COPA (Panama).

LATAM is now South America’s most

international airline with flights across

all continents and the biggest network

in Europe (Barcelona, Frankfurt, London,

Madrid, Milan and Paris CDG). Following

the successful LAN/TAM merger, the

group unveiled last May its revamped

brand, helping to create a unified brand

all across the world and enhance the

airline’s recognition internationally.

Last but not least, there is one market

to be watched out carefully: Cuba. The

end of the US embargo will translate

this winter into a dozen of new routes

by all large US carriers. And it is just a

beginning!

NEWS

Aeromexico is taking

delivery of its Boeing Dreamliner

787-9 which will be put into service

in three important markets from

November: New York and Paris will

be served from December while

Madrid will see the new aircraft in

January. Aeromexico plans to boost

frequencies to Amsterdam and

London in summer 2017 •

Air Canada Rouge will

add two summer routes to Europe

in 2017. Berlin Tegel-Toronto

will be served four times weekly

and Marseille-Montreal three

times weekly from June through

September. Boeing 767 aircraft will

be used for both routes •

Delta Airlines is further

growing in Latin America. The

carrier will launch three new routes

to Mexico in December, including

Kansas City-Cancun, Los Angeles-

Los Cabos/San Jose and New York

JFK-Cancun. It will also fly daily from

Atlanta, Miami and New York JFK to

Havana •

© Aeromexico

Aeromexico’s new Boeing

787-9 “Quetzalcoatl”

Lima is becoming increasingly

popular, with LATAM planning to

launch a new route between Barcelona-

Lima. Spain’s Air Europa will open from

July a daily Madrid-Lima in a Boeing 787

and will also launch three weekly flights

between Madrid and Montevideo •

United Airlines is putting

into service its newest Boeing 787-

8 on flights to Paris. The aircraft will

serve Paris CDG - San Francisco and

Paris CDG - Washington Dulles, in both

cases replacing ageing Boeing 767-

300ER aircraft. London Heathrow - Los

Angeles will also be served by a Boeing

B787 starting next February •

PASSENGERS

TRAFFIC

IN 2015 PER

COUNTRY

IN LATIN

AMERICA

(air passengers carried

include both domestic

and international

aircraft passengers of

air carriers registered in

the country)

Airline Country 2015 Fleet

(in million passengers)

Destinations

American Airlines USA 201.3 964 339

Delta Air Lines USA 179.4 801 322

Southwest Airlines USA 144.6 714 98

United Airlines USA 140.4 714 342

LATAM Chile-Brazil 67.8 313 160

Air Canada Canada 41.1 374 182

GOL Brazil 38.8 130 64

JetBlue Airways USA 35.1 213 97

Alaska Airlines USA 31.9 147 112

Avianca Holdings Colombia-Salvador 28.3 189 109

WestJet Canada 20.3 145 91

Aeromexico Mexico 18.8 124 84

Spirit Airlines USA 17.9 79 57

Volaris Mexico 12.0 54 57

Hawaiian Air USA 10.7 52 28

Aerolineas Argentina Argentina 38.8 189 109

Source: US Department of Transportation, Civil Aviation Statistics and ICAO estimates


AMERICAS & CARIBBEAN INBOUND

TRENDS & FIGURES

Hotel & Tourism

SMARTreport #32

2016 Winter Edition 25

STRONG US DOLLAR BOOSTS

REGIONAL TOURISM

4% rise in international visitor numbers in Americas

in first half of 2016

The UNWTO World Tourism Barometer reports

that international arrivals in the Americas

increased by 4% in the first half of 2016,

led by Central America and South America.

Europe (+3%) showed mixed results, with solid

growth in many destinations offset by weaker

performance in others.

Tourism has proven to be one of the most

resilient economic sectors worldwide,” said

UNWTO Secretary-General, Taleb Rifai. “It

is creating jobs for millions, at a time when

providing perspectives for a better future to

people of all regions is one of our biggest

challenges. But tourism is also creating bonds

among people of all nations and backgrounds,

bringing down stereotypes and fighting fear and

distrust.”

“Safety and security are key pillars of tourism

development and we need to strengthen our

common action to build a safe, secure and

seamless travel framework. This is no time to

build walls or point fingers; it is time to build

an alliance based on a shared vision and a joint

responsibility.” he added.

The United States, the world’s second largest

market, increased expenditure on outbound travel

by 8% through July, thanks to a strong currency.

This strong US outbound flow continued to benefit

many destinations across the Americas in general.

Central America and South America (both +6%)

led growth, while arrivals in both the Caribbean

and North America grew by 4%.

In Brazil, the summer Olympiad in Rio de Janeiro of

course upwardly impacted tourism figures, and in

the longer term, boded well for the city’s tourism

thanks to a number of new hotels being built for the

event, as well as upgrading of transport facilities.

The 541,000 international tourists who entered the

country from July 1 to August 15 represented an

increase of 157,000 visitors over the same period

in 2015. Part of this was due to the visa waiver for

visitors from the United States, Canada, Japan and

Australia that was implemented specifically for the

Games. The waiver impacted 74.7% of foreigners

who travelled to Brazil to attend Olympic sporting

events. The waiver applied only for tourist visits

between June 1 and Sept. 18, with visitors allowed

to stay for up to 90 days •

© Julienne Schaer

Dumbo Brooklyn Bridge

Park, New York, USA

THE AMERICAS

Tourist Arrivals

Growth

in 2015 (mil) 2015/2014 (%)

Americas 190.7 4.9

North America 126.2 4.4

Caribbean 23.8 7.4

Central America 10.3 7.1

South America 30.3 4.3

(Source: UNWTO)


AMERICAS & CARIBBEAN INBOUND

TRENDING DESTINATIONS

Chris Ellis

Director, Global Trade Development,

Brand USA

USA

BEYOND THE GATEWAYS

Exclusive Interview - Chris Ellis - Director,

Global Trade Development at Brand USA

Moving to Brand USA in September 2016, Chris Ellis, the new Director of Global Trade Development

for the American DMO may speak with a British accent, but has a very broad background in the

business. Indeed, over the past 16 years, he has worked for Universal Orlando, Kennedy Space

Center, and until just a few months ago, Visit Orlando, where he was Senior Manager of Travel

Industry Sales. We asked Chris what Brand USA’s main focus is for the coming months.

We are concentrating even more

on promoting the proximity of U.S.

travel destinations through our

new digital campaign “All Within

Your Reach”. The campaign helps

travelers understand exactly how

many unique destinations and

attractions they can experience

with even on visit to a gateway

city. Everyone flies into New York

and does Manhattan or flies into

LA and does Hollywood. What we

are saying is “Continue to do that

but branch out a bit more”.

For example, fly into Washington

DC, see all the sights there are

to see there, but then maybe

look into Virginia, and look at

the vineyards or micro-breweries

there. It’s all within a five-hour

drive of the gateway. We have

a trip-kit that suggests a lot of

places people may not have

thought about. But we are even

taking that a step further, because

if you can imagine a smaller hotel

in one of these places that has

never done any international

business at all, we will educate

the hotelier how to do business,

and introduce concepts like

voucher systems, room blocks,

pre-bought allocations, black-out

periods, what to expect when you

are working with an international

tour operator or travel agent.

What are the prospects with

Europe at the moment since

the rise of the dollar?

We are obviously watching Europe

at the moment with Brexit, and

it’s true the US Dollar is very, very

strong. One of the challenges we

have is explaining to people that

while it may appear at the outset

to be more expensive than before,

when you are in the US, it’s still

excellent value when it comes to

eating, sightseeing and shopping.

That’s the message we are trying

to get across.

How is travel agent training

progressing?

We have an online travel agent

training module that does various

destinations and regions. Teams at

our offices in the UK and Germany

are very much into training. Our

major objective is Fam Trips. If you

can get agents to experience how

much there is to see and do in

the USA, and they feel confident,

then they will sell it •

WE HAVE A

TRIP-KIT THAT

SUGGESTS A

LOT OF PLACES

PEOPLE MAY NOT

HAVE THOUGHT

ABOUT


Hotel & Tourism

SMARTreport #32

2016 Winter Edition 27

THE (HAPPILY) “WEIRD” SIDE OF TEXAS

Austin grows as meeting and convention destination

Austin, Texas is a city that manages to be both rowdy and refined,

and is happy to “stay weird”. In any case, city officials are doing

everything they can to make the city a great place for meetings

and conventions.

NEW HOTELS ABOUND

The Archer at the Domain opened

in September, joining several other

high-end hotels in the area. Archer

Hotel is a “Texas chic” property,

located in northwest Austin at

Domain Northside, the exciting final

phase of this fashion, dining, and

nightlife destination.

In March, IHG opened a joint project

in Austin with the new Indigo hotel

on Red River Street on one side and

the Holiday Inn Express on the other.

“The entire area around the hotels

is being transformed into what

we are calling the innovation zone

downtown”, says Julie Chase, VP &

CMO of the Austin Convention &

Visitors Bureau.

On the corner of 7 th street and

Congress Avenue, White Lodging

has also just completed its Aloft/

Element project, and the Fairmont,

opening in September 2017 will be

the biggest hotel in Austin, with a

bridge connecting the property to

the convention center.

The Hilton will also have a direct

connection via bridge. Furthermore,

Marriott will be opening a new hotel

in the same zone. The Four Seasons

Hotel for its part is going through

a full refit, and another notable

property that opened recently is the

Kimpton Hotel Van Zandt, which

is in an interesting spot, right next

to the Rainey Street entertainment

area •

HOTEL ROOMS

IN AUSTIN

(ESTIMATED PROJECTIONS)

2016 2017 2018 2019

Downtown 8,568 10,359 10,763 11,725

Citywide 37,041 37,041 37,445 38,407

CONDOR

EXTENDS

2017 SEASON

FLIGHTS

TO AUSTIN

Real Texas barbecue served

at the legendary Ironworks

IHG opens Indigo Hotel in

historic Red River Street district

After a successful first

season, Condor have

announced they will

renew flights direct

from Frankfurt to Austin

in 2017, extending

by two months – this

time beginning in May,

as opposed to June

this year, and ending

October rather than

September. A new

terminal – terminal two –

is due to open at Austin

Bergstrom airport. “The

airport itself is very

different from others in

the US, as live music has

been a distinguishing

feature there ever

since the ‘Music in

the Air’ programme

was launched in 1999,

just after the airport

opened,” says Julie

Chase, adding that

what started as two

performances per week

has grown to 23 shows

weekly in six different

venues throughout the

airport •


AMERICAS & CARIBBEAN INBOUND

TRENDING DESTINATIONS

Hermitage bay Antigua

Mingling with the locals as the

sun sets at Shirley’s Heights

THE BEACH IS JUST

THE BEGINNING

Antigua Barbuda offers a wide diversity of attractions

and authentic experiences

Celebrating 35 years of independence after British rule,

the Antigua Barbuda Tourism Authority is promoting

“authentic experiences”. We asked Jean-Marc

Flambert, Vice-President, Sales & Marketing, UK & Europe to

tell us more…

Antigua and Barbuda are gems

in the Caribbean and possibly

not known enough. Being a

former British colony, the British

know the islands rather well, but

we are really trying to share this

message globally. We have 365

beaches in Antigua – as we say,

one for every day of the year, and

we talk about Barbuda as our

twin island.

We are only seven and a half

hours from Europe, and we are

very well connected, with BA

and Virgin, Thomas Cook from

Manchester and Condor from

and we also of course have

American and regional carriers.

Our regional strength comes

from the fact that Antigua is

really a hub for the Caribbean,

and our airport is very modern

and efficient.

People predominantly come

to relax, for the warmth and

guaranteed sunshine, and for the

twin island experience. A lot of

people dream of island hopping,

and if that means crossing

international borders, the process

can be cumbersome and lengthy.

But travellers can take a fifteenminute

flight from Antigua to

Barbuda as a domestic flight

and spend the day there, and

we have other islands within our

territorial waters.

What are some of the key

attractions?

The area around English Harbour

has just been given UNESCO

World Heritage status, as it is the

longest running naval dockyard

in the world, so that is a good

reason to visit, and there are

many ‘different’ sea-based

activities, such as swimming with

the stingrays.

On land, there’s hiking & cycling

– in fact you can cycle around the

whole island in a day. Importantly,

at Shirley’s Heights lookout point,

every Sunday, the place comes

alive with a steel band, barbecue

and sunset drinks – an activity

that the Antiguans do – and you

are invited to join… it’s not an

artificial thing just for tourists.

You get to meet the people of

the island and live as they do •

Jean-Marc

Flambert

Vice-President,

Sales & Marketing,

UK & Europe, Antigua

Barbuda Tourism Authority


Hotel & Tourism

SMARTreport #32

2016 Winter Edition 29

Ada Tours, based in Rio de Janeiro, have come up with a new “guide”

on the top trending places to go in Latin America. Their general

manager Anna Avanesova gave us the “run down”…

TRENDING IN LATIN AMERICA

The 2016/17 bucket-list of top places to go in South and Central America

Anna

Avanesova

General Manager,

Ada Tours

1 / Rio de Janeiro, Brazil – Rio

is the happiest city on earth and

holds one of the seven wonders

– the Christ statue. It also has

beautiful beaches, great food,

warm and welcoming people.

2 / Iguazu Falls, Argentina/

Brazil

The world’s widest – Iguazu

falls – is one of the great natural

wonders of the world and one

of the most breath-taking sights

on earth, featuring more than

250 waterfalls surrounded by

tropical jungle.

3 / Machu Picchu, Peru –

Hidden high within Peru’s green

Andes Mountains, this mythical

city remained a secret for ages.

Today it’s South America’s bestknown

archaeological site.

4 / Perito Moreno Glacier,

Argentina

The huge wall of ice is spectacular

in the spring and summer, when

huge chunks melt off the glacier

and crash down into the water.

5 / Galapagos Islands, Ecuador

See giant turtles and species you

won’t find anywhere else in the

world on he beautiful volcanic

island surrounded by the deep

blue sea.

6 / Easter Island, Chile

Around 1000 mythical ancient

Moai statues are scattered

throughout the island. Locals

welcome visitors with a flower

necklace “Polynesian style”.

7 / Chichen Itza, Mexico

The most famous Mayan

temple near Cancun, built on

a strong energetic spot of the

earth served as the political and

economic centre of the Mayan

civilisation.

8 / Torres del Paine National

Park, Patagonia, Chile

The beautiful mountains of

Torres del Paine dominate the

scenery of what’s often been

called South America’s finest

national park.

9 / Angel Falls, Venezuela

Nestled within the adventurous

land of Canaima there are

dozens of Tepuis – huge flattopped

mountains where

animals and plants were found

that don’t exist anywhere else

on earth. From one of the

Tepuis, the great Angel Falls,

the world’s highest waterfalls,

tumble down. This astonishing

cascade is 19 times higher than

Niagara Falls.

10 / Uyuni Salt Desert, Bolivia

Drive your 4x4 over the 200 km

white salt desert. When it rains,

the clouds are reflected on the

water-filled salt, creating out-ofearth

landscapes •

Perito Moreno,

Santa Cruz, Argentina

Salto Angel (Angel Falls),

Venezuela

Tortuga Bay,

Galápagos islands, Ecuador

© Cinir

© Benedict Adam

© Diego Delso


AMERICAS & CARIBBEAN INBOUND

TRENDING HOTELS

TOTAL ESCAPE…

INTO A PARADISE

WORLD

ENHANCED

WITH ARTISTIC

IMAGES

Insolito - lounge

STAY IN A WORK

OF ART AND

PAY TRIBUTE

TO BRAZILIAN

CULTURE

On the tiny Island of Holbox, north of Cancun,

lies a fantasy for those who get caught up in the

great art of nature, who believe in the power of

dreaming, romance and intimate connections with

loved ones. The owner, Sandra Pérez, a full-time

artist, went to Holbox looking for solitude, a place

to create art and a way to renew her childhood

fascination with nature.

In 2003 Sandra opened the doors of her home

to guests as a way to share the blessing and

rejuvenation of this special destination. By joining

a unique sensibility and attention to detail she has

created a sense of place to refresh and escape the

routine: the hotel is her authentic work of art!

The Casa Sandra is filled with dreams and decorated

with original works of art made by her and other

Cuban artists such as Roberto Fabelo and Noel

Morera and is appointed with handmade Mexican

furniture and Cuban antiques.

This artistic and charming boutique hotel, member

of TemptingPlaces boutique hotels collection is a

must for couples looking for a romantic stay full of

surprises around every corner •

The Insolito Boutique Hotel is an

art gallery boutique hotel with

sophisticated luxury. A member

of TemptingPlaces boutique

hotels collection, it is located

on Ferradura beach, one of the

most beautiful beaches of Búzios,

and offers a beautiful natural

setting and a real immersion in

the artistic culture of Brazil. With

only 24 rooms, all individually

decorated and true works of

art, this boutique hotel is a

rare and authentic address that

was spawned from a hugely

successful design project. The

rooms’ decoration and themes all

promote a local artist and exhibit

unique design features linked to

music, photography, literature,

art, nature, history, architecture,

fashion and culture. A premium

service, excellent French-Brazilian

cuisine, a charming decor, and

luxury offering make the Insolito

an outstanding hotel for a

fashionable seaside experience

and stay •

Casa Sandra


Hotel & Tourism

SMARTreport #32

2016 Winter Edition 31

TRENDING IN CHICAGO

VIRGIN

In 2015, the Virgin brand made history in the hospitality

industry with Virgin Hotels opening the doors to its first

property, Virgin Hotels Chicago.

Since the brand’s inception, eliminating fees and surcharges

have been top priority, along with creating an experience that

allows guests to feel that Virgin Hotels is their place in the city.

The hotel brand offers free Wi-Fi (at unlimited bandwidth)

and has eliminated early check-in fees, late check-out fees,

room service delivery charges, business center transactions,

and other services that have caused frustration for travellers.

Virgin Hotels Chicago is located in the heart of Chicago’s Loop

district in the historic Old Dearborn Bank Building at

203 N. Wabash Ave. The 26-story Art Deco building,

Virgin Hotels

Chicago

a Chicago landmark, offers 250 guest rooms, including 40

one-bedroom suites and two Penthouse Suites.

At the heart of Virgin Hotels Chicago is The Commons Club

(pictured), a dynamic space where guests can dine, drink,

work and mingle, as well as attend the nightly hosted Social

Hour •

Illustration of Resorts

World Las Vegas

ARTISTRY - NEW US

BOUTIQUE HOTEL

BRAND SET TO

“RE-DEFINE THE

GUEST EXPERIENCE

FOR TODAY’S

TRAVELLER”

MORE THAN 50 HOTEL

GIANTS PLANNED FOR USA

According to TOPHOTELPROJECTS, currently 1189 hotels projects with

more than 230,000 rooms are currently in the pipeline in the United

States. Especially the favoured tourism states Florida (168 projects),

California (134 projects) and New York (112 projects) are looking

forward to the rising numbers of tourists. Interesting in the USA is –

among others – the development of large hotels and resorts with more

than 500 rooms. Currently 57 of those projects are in the pipeline in the

USA. Las Vegas is especially famous for its superlative hotels. Besides the

Venetian Resort Hotel (7128 rooms) and the MGM Grand (6852 rooms),

the Resort World Las Vegas hotel is planned to open its four hotel towers

with more than 6,500 rooms early 2019 •

Artistry Hotels, a new, full-service,

independent boutique hotel brand in

the “new luxury” segment will deliver

“distinctively artful and imaginative

experiences reflective of each property’s

location”.

Based in Orlando, Florida, Artistry Hotels is led

by a seasoned team of hospitality executives

who are experts in all phases of hospitality

development and operation. Artistry Hotels

has also tapped veteran hospitality design

firm, WATG and their new Chicago-based

Urban Architecture Studio practice to shape

its “art as architecture” brand concept,

based on its expertise and focus on high-rise

and urban mixed use projects •


AMERICAS & CARIBBEAN OUTBOUND

Hotel & Tourism

SMARTreport #32

2016 Winter Edition 33

© Grand Elysée Hotel, Hambourg

GETTING THE WELCOME RIGHT

Key factors in making North Americans feel at home

when they stay in your hotel

US-born Tim Hentschel, CEO at HotelPlanner.com and Meetings.com, knows what

it takes to make North American travellers happy – or upset – when they stay at a

hotel. Following are his “top three”:

1. REAL HOSPITALITY

Americans come from a culture where

the customer is always right. Since we

are used to true capitalism and consumer

choice, if your company doesn’t give

good customer service, then someone

else will. It always surprises me how

many European Hotels fight with the

customer at any chance they can find,

only to eventually come to a conclusion

that every problems needs a solution.

My advice is to skip the uncomfortable

conflict, identify a solution, and offer it to

the client without accusing them of doing

something wrong.

2. BIGGER ROOMS

Most Americans will be disappointed

when they see the size of a room, especially

compared to the price of the room in

most major European cities. If you have

a bigger room available, even it means

the customer needs to pay a few dollars

more, it’s better to offer it to them. If you

have them go all the way up to a room,

and then come down disappointed to ask

for a room upgrade, they will not consider

that a good customer experience. At least

if you offer a upgrade option at the desk,

you are setting reasonable expectations,

so they don’t feel as disappointed when

they see the small room for the first time.

3. SETTING LUXURY

STANDARDS

If you run a 4 star hotel or greater,

Americans will expect room service, bell

desk, a gym, concierge, etc. If you don’t

have any of these things, expect a bad

review online from an American Traveller.

My suggestion, if you are a 4 star or higher

with little to no amenities, is to partner

up with a local restaurant to get food

delivered to the rooms, have your front

desk offer concierge services, and get a

local gym to offer free daily access to your

guest, the monthly fee from the gym back

to the hotel should be reasonable since

95% of guests will not use the gym, but

they will appreciate the option •

Tim

Hentschel

CEO at HotelPlanner.com

and Meetings.com


AMERICAS & CARIBBEAN OUTBOUND

TRENDING HOTELS

Jo&Joe Beach Shack

DESIGN, FOOD, UX

ACCORHOTELS

REVOLUTIONISES

HOSPITALITY

WITH NEW BRAND:

JO&JOE

The AccorHotels group has announced a new brand

that was co-constructed with its future guests

and disrupts traditional codes: Jo&Joe. The brand

aims to blend the best of private-rental, hostel and

hotel formats in a totally reinvented and disruptive

experience in terms of design approach, catering,

service and customer journey.

The “excubation” project has been supported at every

step by AccorHotels’ shadow executive committee

and a total of 50 venues are set to open by 2020 in

destinations popular with Millennials.

“Break with tradition, forget old habits, be surprising,

authentic, unexpected, bring a breath of fresh air to

AccorHotels”, insisted Sébastien Bazin, Chairman and

Chief Executive Officer of AccorHotels. “Do it quickly

and do it well. It wasn’t an easy brief to put into

practice, particularly when you’re primarily targeting

Millennials, who can be very difficult to win over. But

with the launch of our new brand, Jo&Joe, we have

now more than met that challenge. Jo&Joe represents

the very essence of hospitality: welcoming, exciting

and beyond our guests’ expectations.”

At the heart of Virgin Hotels Chicago is The Commons

Club (pictured), a dynamic space where guests can

dine, drink, work and mingle, as well as attend the

nightly hosted Social Hour •

MARRIOTT’S MOXY

ARRIVES IN BERLIN

Moxy Hotels, Marriott

International’s experiential

hotel brand, launches the new

Moxy Berlin into the heart of

the modern capital known for

culture; cutting-edge museums,

galleries, and nightlife. Moxy

Berlin shakes-up the traditional

hotel experience by offering Next

Generation travellers a spirited

and stylish hotel experience at

a surprisingly affordable price

point. Moxy Berlin joins Moxy

Frankfurt Eschborn and Moxy

Munich Airport as the Moxy’s

MID-CENTURY MODERN

MEETS PARISIAN CHIC

AT LE MÉRIDIEN ETOILE

third experiential hotel in

Germany, and the brand’s sixth

hotel globally.

Located in the prime location

of Ostbahnhof, the 210

contemporary guest rooms,

ranging from Standard to

Family size, are outfitted with

sound-reducing walls, 42“ LCD

flat screen televisions, free

Wi-Fi, abundant USB ports,

comfortable bedding and deepseated

armchairs in calming,

neutral fabrics. •

Le Meridien Etoile,

Paris, France

From the birthplace of the brand, Le Méridien Hotels & Resorts recently

marked a milestone, as its first-ever hotel and celebrated flagship in Paris

revealed the completion of its multi-million euro renovation. Following

the hotel’s transformation, Le Méridien Etoile now boasts reimagined

guestrooms, suites and the transformation of the hotel’s public spaces,

including the legendary Jazz Club Etoile and brand’s signature lobby

concept: Le Méridien Hub. •


INNOVATIONS

& TECHNOLOGIES

Hotel & Tourism

SMARTreport #32

2016 Winter Edition 35

© Jumeirah

THE TWO WAYS

OF CONSIDERING

TECHNOLOGY

Technology – especially in the

hospitality sector – is a doublesided

coin. The purchase of new

guest-facing technologies is

considered by many as a cost,

and by others as an investment.

One has a “total cost of

ownership”, the other has a

“return on investment”.

While in many cases, the first

scenario is true, purchasing

new low-power lighting,

HVAC systems, HMS, inroom

automation and control

systems, TVs, etc., is a cost and

each element has to be weighed

up with regard to its overall

importance in the success of

the business. Then there are

cases when technology can be

purchased as an investment

through which extra revenue can

be driven. Today, the television

can again be considered in

this way: not like in the past,

with Pay per View, but by

using the screen as a powerful

promotional tool and a way of

interacting with the guest. This

will increasingly be a strategy

employed by major hotel chains,

and will become democratised

as the years pass. Being among

the first to deploy new systems

puts a hotel at the forefront in

this respect. The following pages

examine this and other ways to

differentiate and increase profits

and/or RevPAR.

Jumeirah at Etihad Towers

LED Flat Screen TV


In The Field

with David Esseryk

THE "INSIDE LINE" ON WHAT'S HOT IN HOSPITALITY TECHNOLOGIES

37

Hotel & Tourism

SMARTreport #32

2016 Winter Edition

PART 15

TIPS IN DEVELOPING

MARKETING MESSAGES

TOWARDS HOTELIERS

DISRUPTIVE

TECHNOLOGIES

IN HOSPITALITY

Over the recent few years,

consumer behaviour has

changed dramatically.

Easily available information

coupled with the continued

economic turmoil has made

today’s consumers extremely

discerning in their choices

around travel. Hoteliers in

turn, with access to the same

data, have to fight harder to

win customers’ loyalty. It is

clear that this is a disrupted

marketplace for hoteliers –

the key question is “how does

the hospitality industry adapt

its go-to-market strategies to

remain profitable?”

The emerging technology

trends in this industry provide

an answer…

INVESTING IN MOBILITY

Knowing that the traveler of today

is constantly connected, hotels are

figuring out ways to harness technology

to provide the ultimate customer

experience. Smart phone apps allow

customers to search, book and

check into a hotel, and provide

a key pass (much like

mobile boarding passes)

to enter their room.

Imagine giving

customers the

ability to request

additional services

such as room service

from their smart phone

while still en route to the

hotel. Or if you wanted feedback

on their stay, you could send a push

notification via smart phone as their taxi

pulls away from the hotel – TripAdvisorlike

ratings can be yours in quick order!

Hotels have just begun to scratch the

surface on mobility and this disruptive

technology can harness significant

customer goodwill and profitability in

the years to come.

EMBRACING A SMARTER

APPROACH TO PRICING

In order to become more competitive

in today’s rollercoaster market, hotels

must be smarter about pricing. It’s

Business 101: when demand is robust,

price aggressively; when demand is

IN

A DISRUPTED

MARKETPLACE,

HOTELIERS WILL DO

WELL BY GOING

BACK TO

BASICS.

low, you need competitive pricing.

This back-to-the-basics approach is

what defines a rational pricing strategy,

which involves understanding demand,

customers’ willingness to pay, available

inventory and overall market conditions.

While disruptive technologies like

social media and online travel

agencies (OTAs) are here to

stay, hoteliers would be

remiss to lose sight of

how important it is

to make intelligent

pricing decisions.

And yes, augmenting

these pricing decisions by

leveraging social media Big

Data is the next analytical step

hotels should take.

RACE TO THE TOP

In a disrupted marketplace, hoteliers will

do well by going back to basics. Know

your customer better by harnessing

Social Media data. Invest in Mobility

and direct contact to connect better

with your customer. Use dynamic

pricing to keep up with the shifts in the

market. The face of a hotel customer

has changed and the industry has had

a structural shift due to technology.

Adapting to this new reality will mean

the difference between success and

failure and those agile enough to

capitalize on these emerging trends will

survive the race to the top.

SEE YOU AGAIN IN THE NEXT EDITION


INNOVATIONS & TECHNOLOGIES

Yves

Lacheret

Senior Vice President Entrepreneurship

Advocacy, AccorHotels

THE FUTURE IS OUT OF THE BOX

When disruptive technologies are much more than constructive chaos…

In March 2014, AccorHotels appointed a Senior Vice President - Entrepreneurship

Advocacy in the shape of Yves Lacheret – former CEO of Novotel France (among

other senior roles). We asked him to explain his new job…

OUR

OBSESSION

IS THE END

CUSTOMER,

TRYING TO

UNDERSTAND

HOW THEY

BEHAVE NOW

AND HOW THEY

WILL BEHAVE IN

5 OR 10 YEARS.

Hoteliers and tourism market in general are

facing two concurrent phenomena. Firstly

the customer profile has changed and is still

changing. And secondly, the industry has

experienced a structural shift due to changes

in technology (often supported by start-ups).

Success or failure will depend on the ability

of the hotelier to adapt to this new situation.

AccorHotels’ strategy is particularly visionary

with regard to these themes.

We are looking for ideas at a number of

trade shows: not necessarily those related to

hospitality, but also major trade and consumer

events in other industries, where we can

consider a much broader range of ecosystems.

Our obsession is the end customer, trying to

understand how they behave now and how

they will behave in 5 or 10 years.

How is the Group adapting? What other

disruptive technologies and ideas are you

looking at?

The approach consisted in concretely helping

start-ups (so they can take off and become

profitable) and establishing a win-win

relationship, taking advantage of the strengths

and expertise of both.

AccorHotels already has a great deal of

experience in the field through the Innovation

Factory and the hackathons organised on

this occasion. A hackathon allows us to work

intensively with a group of students alongside

employees of the Group during 36 hours on a

given topic. In some cases, the Group entrusted

them with several projects. One such example

is TRI-O to which AccorHotels has given the

waste management of several of its hotels

as well as our corporate headquarters. Then

there’s Tripndrive, which offers an original

sharing economy concept, allowing customers

who leave their cars in the parking lot of the

hotel to make a profit during their absence by

renting them out.

In summary, what are the main benefits

expected by AccorHotels from these

initiatives?

These initiatives are part of the 2020/2025

vision of AccorHotels. They allow us to work

for the future of the group by creating a new

dynamic. They’re sources of new revenue

streams, and of course, allow us to gain a pole

position in digital expertise.


Hotel & Tourism

SMARTreport #32

2016 Winter Edition 39

LEVERAGING

CHANGE

Don’t just adapt to it; use it to your advantage

Only one thing is sure:

everything changes. Adapting

to change is evident if one

wants to stay in the game, but

leveraging change to ones

advantage – using disruptive

technologies – will be the

secret to future success. Here

are just a few examples…

MARKETING TO THE

HYPER-CONNECTED

TRAVELLER

The increased use of social media has

created both challenges and opportunities

for hoteliers, as they determine how to

participate and respond to the ever-growing

buzz online. Quantifying and incorporating

insights from various social media sources

can have a measurable impact on a hotel’s

performance and on its ability to captivate

this hyper-connected traveller.

IS

“COLLABORATIVE”

A DIRTY WORD?

Not if you know how to leverage it right.

An example is the expanded partnership

between Hilton Worldwide and Uber to

further bring together their respective

mobile apps. In a first for the hospitality

© iStockPhoto

industry, Hilton HHonors members can now

order an Uber straight from the HHonors

app, and Uber riders can now view their

hotel stay information and check-in, all

accessed via the Uber app en route to their

hotel.

“The success of our Uber partnership is

rooted in a shared passion for finding

new ways to take friction out of travel,»

said Rich DiStefano, senior director of

Mobile Products at Hilton Worldwide. «By

further integrating our mobile apps, we’re

simplifying the steps it takes for our Hilton

HHonors members to obtain the quick

information they seek, ultimately providing

them with a better experience.”

WHEN DOUBLE-BOOKING

MAKES SENSE

The French start-up – Dayuse.fr – recently

was awarded the “start-up of the year”

prize by the daily “Les Echos” newspaper.

Entrepreneur David Lébée came up with

the concept in 2010, and with 4,000 Euros

capital created a platform for hotels to sell

rooms for day use for a set number of hours.

The clientele has skyrocketed, and consists

of a broad section of users, including

couples, families, business people and

travellers in transit. With €10m turnover in

2015 and an injection of an extra €15m in

capital the same year, the company is now

adding an extra five to ten employees per

month.

It’s just another case of “leveraging

the possibilities of communication

technologies” – growing the pie for the

entire hotel industry.


INNOVATIONS & TECHNOLOGIES

REDEFINING

THE HOSPITALITY

EXPERIENCE

Samsung introduces six step innovation roadmap

Through a six-step innovation road map,

Samsung is redefining the hospitality

experience and helping hotel customers

identify and implement the best display

solutions for their brand, business

model and customer base.

Today’s tech-savvy hotel guests expect

cutting-edge in-room enhancements as

part of their stay. These customers seek a

differentiated environment that still provides

a comfortable, at-home feel through access

to a variety of professional and personal

content, applications and programs.

Samsung’s innovative hospitality displays

offer new and exciting avenues for hotels to

delight and engage guests while improving

their own operational efficiency. An intuitive

interface gives guests complete control

of their in-room settings while unlocking

unlimited opportunities to stay informed and

entertained through a range of customised

content. Hotels likewise benefit from more

efficient communication and personalised

customer service delivery without requiring

a significant infrastructure overhaul.

ENHANCED GUEST DATA

PROTECTION

To further maintain guests’ privacy

and protect their potentially sensitive

information, Samsung’s smart grade

hospitality displays automatically delete

use histories, cookies and customised

application settings when guests check out.

ALL-IN-ONE CONTENT

NAVIGATION

Samsung’s hospitality displays include a

dedicated home menu for seamless content

delivery without requiring external devices

or network infrastructure installation. As

guests arrive, hotels can create and share a

brief welcome message and other relevant

stay information before switching to live

programming. This convenient offering not

only allows hotels to reinforce their brand,

but also enables guests to quickly view and

navigate through frequently used display

features.

COAX-BASED IPTV

DELIVERY

As an all-IP solution equipped with a CMTS

server*, HE694 Series displays are able to

receive internet without rewiring the hotel.

Your hotel can thus offer high-quality IPTV

without significant equipment investment,

while simultaneously providing a more

complete and premium guest experience.

BYOC (BRING YOUR OWN CONTENT)

To further extend guests’ content viewing

possibilities, smart grade displays’

integrated Software Access Point (Soft AP)

and Screen Mirroring technology allow

guests to enjoy their mobile content on a

larger screen with secure, private wireless

connections between the central display

and the mobile devices. As a result, guests

can showcase mobile content on the larger

screen without interruption or distortion.

By the same token, through integrated

Bluetooth connectivity, guests can stream

music from their personal devices through

the smart grade displays’ speakers.

This compatibility offers guests a common

at-home amenity while serving as a costeffective

alternative that keeps luxury hotels

from frequently replacing stolen or broken

docking stations •

*Samsung’s hospitality displays do not include a CMTS server.

SMARTreport Commercial Content


Hotel & Tourism

SMARTreport #32

2016 Winter Edition 41

TOP OF THE LINE TV SOLUTION

HE 890U / 890W

Samsung’s HE890U and HE890W displays offer luxury hotel guests

a high-end, immersive and flexible in-room experience. Featuring

curved design (HE890W) and Ultra-High Definition (UHD) resolution,

these upscale displays provide detailed, life-like picture quality for a

memorable viewing environment.

LIFE-LIKE UHD PICTURE QUALITY

Featuring ultra-sharp UHD resolution (3840 x 2160) and a pixel

quality nearly four times greater than that of comparable Full HD

displays, Samsung’s HE890 Series wows guests through clear and

vivid picture quality that emphasises even the smallest details.

A SLIM, SOPHISTICATED DESIGN

Equipped with a sleek real metal narrow bezel frame, the HE890

Series displays are a natural complement to luxury hospitality

environments. The displays offer an elegant viewing hub for modern

travellers who expect high-quality technology as part of their stay.

SEAMLESS PERSONAL CONTENT

STREAMING

To further extend guests’ content viewing possibilities, the HE890

displays’ integrated Software Access Point (Soft AP) technology

generates secure, private wireless connections between the central

display and up to four tablets or mobile devices. As a result,

guests can showcase mobile content on the larger screen without

interruption or distortion.

POWERFUL PERFORMANCE

Backed by a powerful quad-core processor, the HE890 series

displays enable guests to access content faster. The quad-core

processor reduces boot-up times to less than two seconds and

enhances performance and usability for app, web browser and

hospitality solution •

LYNK HMS

LYNK REACH 4.0

Samsung’s LYNK Hospitality

Management Solution (LYNK

HMS) elevates in-room displays

into single-source content control

and management hubs capable

of communicating with multiple

on-site platforms and servers. This

integrated management platform

fosters more efficient hospitality

operations by granting guests

complete control over all aspects

of the in-room environment,

ranging from lighting and energy

use to equipment performance.

By consolidating a variety of

services and communication

needs to a single system, LYNK

HMS helps hotels remedy guests’

needs faster and promote a more

enjoyable stay.

Samsung’s LYNK REACH 4.0 solution

gives hotels greater visibility into

and control over hundreds of onsite

displays through a central

remote server. This all-in-one access

elevates hospitality displays into

full-service hubs – compatible with

new or existing LAN, WIFI and Coax

infrastructures – for access to a range

of custom content, applications and

channels. By eliminating laborious

maintenance tasks and promoting

effective two-way communication,

LYNK REACH 4.0 enhances guests’

stays at reduced cost for hotels.

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Hotel & Tourism

SMARTreport #32

2016 Winter Edition 43

A SOUND

DIFFERENTIATOR

Yamaha brings ideas and solutions to help

an establishment truly stand out in the crowd

The savvy use of audio to create an

atmosphere in fitting with the “look and

feel” of a hotel lobby, bar or restaurant

is becoming increasingly important as

competition grows. This distinct way of

adding value to the guest experience

is one of the most important ways of

making one hotel stand out from the

others.

SOUND INTEGRATION

Utilising the vast depth of experience and

knowledge accrued during the development

of a huge range of professional audio

sound systems over the years, Yamaha

has developed a truly comprehensive

approach to installed sound applications

that are ubiquitous in sound reinforcement

applications of virtually any scale around the

globe.

Yamaha is constantly working to ensure

that its products and technologies reflect

the ever-evolving trends and demands

of the installation market— giving the

manufacturer a significant advantage in

creating innovative new products that

continue to redefine the market.

A great deal of their success is also due

to a design ethic that maximises the

performance and longevity of the sound

system’s component parts, while improving

overall system management.

CABLING TOO DIFFICULT?

NO PROBLEM…

MusicCast is the multi-room system more

flexible and innovative in the world.

Especially dedicated to places where you

can’t install cables – MusicCast provides

infinite use of networked devices separately

or together through a mobile application

that’s intuitive, fluid and easy to use.

The system allows you to play the same

song in multiple rooms, or different songs

in each room, via streaming service, PC

or NAS, and having compatibility with all

Bluetooth products. You can even transform

your existing system simply by adding the

WXC50 module to your speakers.

“TINKLING THE IVORIES”

In the hotel or resort lobby, greeting

travellers with piano music as they arrive

adds beautifully to the guest experience.

Yamaha’s Piano Disklavier is the most

innovative piano in the world. Thanks to

the Disklavier, customers can enjoy music

when a pianist is programmed to play in

your facility. When he or she is not there,

the Disklavier can precisely play back what

the pianists have recorded on the Piano.

Rather than the music being recorded, it is

actually played by the piano itself – giving

the true sound of the instrument. Audio

outputs also allow the instrument’s sound

to be channelled through an installed sound

reinforcement system throughout the lobby

area or wherever you wish.

SMARTreport Commercial Content


INNOVATIONS & TECHNOLOGIES

TOTAL CONTROL

Putting the guest in the driver’s seat!

Today, customers’ expectations are

much higher than before. Guests want

to use a single remote to control curtains

and shades, lights, temperature, TV

and music. They expect to be able to

activate preset scenes such as “Good

Morning”, “Work”, “Movie”, “Dinner”

or “Bedtime” also with a simple buttonpress

from the same remote control.

They look forward to ordering room

service, making reservations, checking

hotel and area information, all from the

comfort of their room. Furthermore,

they highly value the possibility of

connecting their own personal media

device to their hotel room television to

view their content.

WHEN EXPERTISE

MEETS LUXURY AND

COMFORT

Thanks to Crestron’s historical expertise

in the field of monitoring and control,

the technology that has been developed

for meeting rooms and luxury homes

is ideally tailored to meeting the

requirements of today’s expectations

in the hotel industry. Crestron brings its

savoir-faire to guest rooms, placing the

TV as the central control point.

Crestron’s new easy to deploy digital

graphics engine supports 4K TV and

enhances the luxury lifestyle experience

by displaying an onscreen menu that

can be controlled by the same remote

that provides control of the TV and

media sources.

While Crestron technology is

some of the most advanced of its

kind, implementing extraordinary

engineering to simplify and enhance

their customers’ lives, despite all this

technical complexity, the company

always focuses on the simplicity of the

user experience.

Crestron is designed to naturally blend

into high-standard environments,

making the guest’s user experience as

simple, comfortable and personal as

possible.

More than ever, Crestron adds

intelligence to transform an integrated

hotel to a smart hotel.

Crestron showcases a

complete integrated

hospitality solution

helping hoteliers

deliver unmatched

customer service.

Since 1992, Crestron has been

delivering the only fully integrated

control solution for the hospitality

industry. As the world’s leader in

automation, Crestron is able to tie

together all of the technology in

lobbies, guest rooms, common areas

and meeting rooms for centralised

monitoring and control. The most

prestigious hotels across the world

trust Crestron’s expertise to facilitate

their day-to-day management

and provide the ultimate client

experience to their guests, making

their stay unique and their room a

home away from home.

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