Hotel & Tourism SMARTreport #35

THE PROFESSIONAL BUYERS’ REFERENCE 

SMARTreport 

ELITE TRAVEL TRENDS 

#17 / PRIVATE ISLAND 

GETAWAYS A GROWING 

TREND 

SPOTLIGHT ON 

ASIA-PACIFIC 

#25 / GROWTH IN INTRA- 

REGIONAL TRAVEL BOOSTS 

FIGURES 

INNOVATIONS 

& TECHNOLOGIES 

#41 / LEVERAGING 

NOMADIC DEVICES FOR 

YOUR BUSINESS SUCCESS 

…I AM 

OPTIMISTIC 

ABOUT THE 

FUTURE OF 

SUSTAINABILITY 

IN THE TRAVEL 

INDUSTRY… 

Lynn Cutter 

Industry Visionary 

#35 - 2017 SUMMER EDITION / A CLEVERDIS PUBLICATION

Richard Barnes 

Editor-in-chief 

richard.barnes@cleverdis.com 

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

Hotel & Tourism 

SMARTreport #35 

2017 Summer Edition 5 

FOREWORD 

TOURISM AS A GUIDING LIGHT 

FOR SUSTAINABLE DEVELOPMENT 

As the United Nations Year of Sustainable Tourism for Development 

unfolds – an initiative for which Cleverdis has been named by the 

UNWTO as Campaign Supporter – it becomes increasingly evident 

that the mere act of travelling the world opens peoples’ eyes to the 

essential nature of sustainability. And as we arrive at the 22 nd session 

of the UNWTO General Assembly in Chengdu, China, more than ever, 

the future of the planet and its peoples takes centre stage. 

To this end, in this edition of the SMARTreport, we have chosen to 

spotlight the activities of the World Tourism Organisation with regard 

to sustainable tourism, but also to place the spotlight on a leading 

global figure when it comes to promoting this – in the shape of Lynn 

Cutter – former EVP at National Geographic, and a person with a 

deep concern for the methods and actions employed by all those in 

the industry when it comes to reducing our impact on the planet, 

helping local communities in a sustainable way through tourism, and 

building infrastructure that includes the latest “green” concepts and 

ideas. In no region is this more important today than perhaps Asia- 

Pacific – the featured region in this edition. Wishing each and every 

one happy reading… and a sustainable future! 

CONTENTS 

6 EXCLUSIVE INTERVIEW 

6 THE DIRECTION OF 

SUSTAINABILITY IN TOURISM 

Lynn Cutter, Former Executive Vice President 

of Travel - National Geographic Partners 

9 NEWS 

9 GEORGIAN AMBASSADOR SET TO 

TAKE TOP ROLE AT WORLD TOURISM 

ORGANISATION 

Zurab Pololikashvili, 

Ambassador of Georgia in Spain 

10 SUSTAINABLE TOURISM: TIME FOR 

A GLOBAL COMMITMENT 

11 EVENTS 

11 VIRTUOSO TRAVEL WEEK 

13 THE TOP INDUSTRY EVENT IN THE 

WORLD’S CAPITAL OF TOURISM 

14 HTNG EXPANDS INTO HOSPITALITY 

VERTICALS 

15 EVENTS CALENDAR 

17 ELITE TRAVEL TRENDS 

17 EUROPE STILL TOP OF GLOBAL 

TRAVELLERS’ WISH LISTS THIS 

SUMMER 

19 IN THE FIELD WITH EVELYNE GAUDIN 

PRIVATE ISLAND RESORTS 

AND NATURAL WONDERS 

20 REALLY GETTING AWAY FROM IT 

ALL - IN THE ISLANDS OF TAHITI 

21 ROMANTIC SECLUSION IN THE HEART 

OF BALI’S TROPICAL JUNGLE 

21 LILY BEACH VOTED MALDIVES’ 

“LEADING ALLINCLUSIVE RESORT” 

22 A NEW TAKE ON LUXURY IN 

ISTANBUL 

23 A PRIVILEGED MOMENT 

25 ASIA-PACIFIC 

25 ASIAN TOURISTS BOOST 

REGIONAL TOURISM 

26 AIR TRANSPORT 

APAC LEADS AIR PASSENGER 

GROWTH 

28 ASIA-PACIFIC INBOUND 

TRENDS & FIGURES : ROSY 

PERSPECTIVES FOR HOTELIERS 

IN ASIA 

30 MALDIVES: AIRLINES STEP-UP 

FREQUENCIES FOLLOWING QATAR 

AIRWAYS BAN 

31 BEAUTIFUL REEF… 

BY NAME AND BY NATURE 

32 A DIFFERENT TAKE ON SE ASIA 

Edouard George, President, Phoenix Voyages 

33 MALAYSIA NAMED AS OFFICIAL 

PARTNER COUNTRY OF ITB BERLIN 

2019 

34 BALI: MASSIVE GROWTH CONTINUES 

35 IA ORA NA 

36 “PROUD TO BE PUNCHING ABOVE 

OUR WEIGHT” 

Dr Jennifer Cronin, President, Marco Polo Hotels 

37 STAYING AHEAD OF THE GAME 

IN SEOUL 

Matthew Cooper, General Manager, 

JW Marriott Dongdaemun Square, Seoul 

38 THE FRENCH TOUCH IN TOKYO 

39 ASIA-PACIFIC OUTBOUND 

TRENDS & FIGURES: 

INDIA: ASIA’S NEXT BOOMING 

OUTBOUND MARKET 

40 WELCOMING THE JAPANESE VISITOR 

41 INNOVATIONS 

& TECHNOLOGIES 

41 KEEPING UP WITH THE PHONES 

42 APAC CONTINUES TO LEAD THE PUSH 

TOWARDS A COMPLETELY MOBILE 

TRAVELLER LIFE CYCLE 

44 THE ONSET OF MOBILE 

46 REDEFINING THE HOSPITALITY 

EXPERIENCE 

48 IN THE FIELD WITH DAVID ESSERYK 

MOBILE APPS

EXCLUSIVE INTERVIEW 

Lynn Cutter 

Former Executive Vice 

President of Travel - National 

Geographic Partners 

THE DIRECTION OF 

SUSTAINABILITY IN TOURISM 

Exclusive interview – Lynn Cutter – former EVP of Travel for 

National Geographic 

Having recently left National Geographic Partners to pursue new horizons, Lynn Cutter is 

renowned for building innovative sustainable travel business. Given this year’s theme by 

the United Nations as the “year of sustainable tourism for development”, we felt it was 

the ripe time to obtain Lynn’s perspective on the topic. 

I am optimistic about the 

future of sustainability in the 

travel industry. Businesses will 

increasingly take notice of 

the need to be sustainable as 

more customers demand it. 

As millennials and the 

generation behind them 

get older, sustainability will 

become an increasingly 

important factor in travel 

decisions. In addition, if our 

government is not leading 

in this area, more and more 

people will be looking for 

leadership from the private 

sector, and sustainability 

will become more of a 

driver in customer purchase 

decisions. There is no industry 

better positioned to lead in 

this area than travel. I am 

convinced there are countless 

entrepreneurial opportunities 

to help businesses find 

creative solutions to becoming 

more sustainable. 

Two areas that I think are most 

critical to address are:




1. Lack of government policy, oversight 

and business incentives that promote 

sustainable tourism development and 

address overcrowding issues. One 

example of how to address this is 

through business incentives to fast track 

approval for tourism investments that 

follow sustainable tourism practices, such 

as training and capacity building for local 

communities, environmentally friendly 

practices, etc.Or through restrictions on 

tourism levels such as those that have 

been implemented in pristine places 

like the Galapagos Islands. A fantastic 

example of one individual making a 

huge impact is the Pristine Seas project, 

led by marine biologist Enric Sala and 

funded by Nat Geo and others. Through 

the programme, Enric has identified 

more than a dozen of the planet’s most 

unspoiled marine ecosystems where 

there’s still an opportunity to preserve 

them. Enric and his team go to the place, 

study and document it, then make a case 

to the government and local community 

of the economic benefits from tourism 

and other activities that can accrue from 

protecting the area. To date, Pristine 

Seas project has resulted in protection 

of more than 3 million square kilometres 

of oceans, including the Pacific Remote 

Islands Marine National Monument – the 

world’s largest marine protected area – 

and the Palau National Marine Sanctuary. 

2. Lack of private sector investment in 

sustainable tourism best practices and 

programmes, and the need to better 

communicate commitment to and actions 

around sustainability to help customers 

better differentiate between providers. At 

National Geographic, we created National 

Geographic Unique Lodges of the World 

to help shine a spotlight on properties 

that were not only offering exceptional 

experiences and service, but also were 

innovators and leaders in sustainable 

development. These are lodge owners 

who recognised that doing good and 

doing well are not mutually exclusive. In 

working with our lodge partners, I have 

been struck by the level of innovation and 

creativity applied to finding sustainable 

solutions. For example, Fogo Island: Zita 

Cobb is a Newfoundlander who saw the 

culture of Fogo Island disappearing as the 

cod industry crashed and youth began to 

leave to seek employment elsewhere. By 

creating Fogo Island Inn, which is owned 

by a community trust and steeped in 

island traditions, she made the culture 

itself a draw, and placed an economic 

value on maintaining local heritage 

through sustainable tourism. Guests 

come to learn about traditional cod pot 

fishing, how to build boats, forage for 

wild food, make traditional dishes, see 

local art and architecture, and experience 

a way of life unique to the island. Lapa 

Rios, in Costa Rica, helped to establish the 

local school in its region, and now assists 

nearly a dozen other schools on the Osa 

Peninsula, working in partnership with 

local organizations, and often receiving 

donations from guests. At Grootbos Private 

Nature Reserve in South Africa, the owners 

spent years buying up degraded former 

agricultural land, restoring the natural 

habitat and reintroducing endemic species. 

At Pacuare Lodge in Costa Rica, one of 

the lead guides was once a top poacher 

in the area. He was recruited intentionally 

by the lodge owner, who knew that a 

poacher would understand the jungle 

better than most. Not only is that guide 

now paid to spread appreciation for the 

wildlife he once targeted, he also has 

recruited other poachers to work for the 

lodge. Other lodges have come up with 

truly cutting edge sustainable technology, 

such as carbon-free air-conditioning 

that uses deep seawater cooling and is 

powered by coconut oil at The Brando in 

French Polynesia. 

What is your “message» to the world’s 

travel professionals and hoteliers in 

this respect? 

Embrace this opportunity to lead with 

innovative sustainable solutions. Tap into 

the ideas and creativity of everyone in 

your organization. Do it now and you’ll 

be building a solid organisation for your 

company’s future. And do it now to 

protect our industry’s greatest asset – the 

places we explore 

I AM 

CONVINCED THERE 

ARE COUNTLESS 

ENTREPRENEURIAL 

OPPORTUNITIES TO 

HELP BUSINESSES 

FIND CREATIVE 

SOLUTIONS TO 

BECOMING MORE 

SUSTAINABLE 

The Brando Island

NEWS 




GEORGIAN AMBASSADOR SET 

TO TAKE TOP ROLE AT WORLD 

TOURISM ORGANISATION 

Zurab Pololikashvili recommended by UNWTO Executive Council 

for role of Secretary-General 

WE ARE FACED 

WITH SOCIAL 

AND CULTURAL 

PHENOMENA WHICH 

ARE RE-SHAPING THE 

INDUSTRY, AND IT IS 

IMPORTANT THAT WE 

FURTHER UNDERSTAND 

AND ADAPT TO THESE 

CHANGES 

Zurab 

Pololikashvili 

Ambassador of Georgia in Spain 

The 105 th session of the UNWTO Executive Council, meeting in Madrid, Spain, on 12 

May 2017, recommended Zurab Pololikashvili, Ambassador of Georgia in Spain, as a 

nominee for the post of Secretary-General for the four-year-period starting January 

2018. The recommendation will be submitted to the upcoming 22 nd UNWTO General 

Assembly for ratification (11-16 September 2017, Chengdu, China). 

A former Minister of 

Economic Development 

of Georgia, Ambassador 

Pololikashvili was responsible 

in 2009-2010 for overseeing 

the country’s long-term 

fiscal growth strategies, for 

advancing foreign trade 

and investment policy 

initiatives, as well as for 

promoting the development 

of tourism, infrastructure 

and transportation sectors. 

He was instrumental in 

launching an innovative 

policy for the development 

of tourism in Georgia, 

prioritising the sphere on 

both the government and 

private sector agendas. 

During Ambassador 

Pololikashvili’s tenure as 

the Minister of Economic 

Development, through key 

policy reforms, marketing 

activities, improvement 

of infrastructure and visa 

liberalisation initiatives, 

Georgia managed to 

nearly double the annual 

number of international 

arrivals, from 1.5 million 

(in 2009) to exceeding the 

2.8 million mark by 2011. 

Those reforms paved the 

way for sustainable tourism 

practices in Georgia and 

poverty alleviation initiatives, 

placing Georgia among top 

tourist destinations in the 

region. 

In his statement of policy 

and management intent for 

the UNWTO candidature, 

Mr Pololikashvili stated: 

“The tourism sector is 

changing dynamically: today 

we are faced with social and 

cultural phenomena which 

are re-shaping the industry, 

and it is important that we 

further understand and 

adapt to these changes. 

New challenges require 

new approaches and the 

UNWTO has to adjust to the 

upcoming encounters.” 

He added that in this 

light, “strategic changes 

need to be implemented 

on four fronts of the 

organisation: internal; 

external; socio-economic; 

and sustainability”, adding 

that these undertakings 

will “bring the UNWTO and 

the tourism industry to new 

heights of progress”. 

Mr Pololikashvili says 

sustainability continues to 

be a vital issue: “Although 

we have had considerable 

achievements, the issue of 

sustainable development 

remains a concern. We 

have to achieve a higher 

level of understanding of 

sustainability, and have to 

exemplify that development 

is not hindered by 

sustainable practices or 

policies, and that without 

sustainability at its core, no 

development is worth the 

trade-off.” 

Other key points of Mr 

Pololikashvili’s initial 

statement included 

continued integration 

with the United Nations, 

enhancements in 

technology and its effects 

on tourism, and a new 

dimension of support at a 

local level

NEWS 

Opening Ceremony 

International Year for 

sustainable tourism 

SUSTAINABLE TOURISM: 

TIME FOR A GLOBAL COMMITMENT 

UNWTO launches a series of initiatives to celebrate the International year 

of sustainable tourism for development 

With 2017 being officially 

named the “Year of 

Sustainable Tourism for 

Development” by the United 

Nations, the World Tourism 

Organization continues to 

announce new initiatives to 

move the sector towards a 

more sustainable future. 

The UN’s 70 th General Assembly, 

in September 2015, designated 

2017 as the International 

Year of Sustainable Tourism 

for Development (IY2017), 

aiming to raise awareness on 

the contribution of sustainable 

tourism to development among 

decision-makers and the public, 

while mobilizing all stakeholders 

to work together in making 

tourism a catalyst for positive 

change. 

IY 2017 aims to raise 

awareness on the contribution 

of sustainable tourism to 

development among decisionmakers 

and the public, while 

mobilising all stakeholders 

to work together in making 

tourism a catalyst for positive 

change. 

In the context of the 2030 

Agenda for Sustainable 

Development and the 

Sustainable Development 

Goals (SDGs), the International 

Year aims foster a change in 

policies, business practices and 

consumer behaviour for a more 

sustainable tourism sector. 

One example was the recent 

“Manilla Call for Action”, 

stemming from the 6th 

International Conference on 

Tourism Statistics. 

The aim of the conference was 

to lay the groundwork for an 

expanded statistical framework 

to measure sustainable tourism 

in its economic, social and 

environmental dimensions. 

The outcome, a “Call for Action 

on Measuring Sustainable 

Tourism”, represents a global 

commitment to sustainable 

tourism and the need to 

measure it through a consistent 

statistical approach recognising 

that effective sustainable 

tourism policies require an 

integrated, coherent and robust 

information base. 

“The Manila Conference 

constitutes a milestone for 

tourism measurement, not 

only by extending the current 

statistical standards beyond 

their economic focus to cover 

the social and environmental 

dimensions, but because it 

represents a global commitment 

to sustainable tourism and a 

recognition of its contribution 

to the 17 Sustainable 

Development Goals (SDGs) of 

the universal 2030 Agenda 

for Sustainable Development” 

said UNWTO Secretary General 

Taleb Rifai. 

The Manila Call for 

Action reflects the collective 

vision and commitment 

to collaborate on the 

further development and 

implementation of a Measuring 

Sustainable Tourism (MTS) 

statistical framework. 

Sustainable tourism is 

understood as tourism that 

takes full account of its current 

and future economic, social 

and environmental impacts, 

addressing the needs of visitors, 

the industries, the environment 

and host communities. As such 

it is a continuous process and 

requires constant monitoring of 

impacts 

SMARTreport Commercial Content

EVENTS 




VIRTUOSO TRAVEL WEEK 

The ultimate luxury networking event back 

in Las Vegas 

Held in Las Vegas from August 

12-18, Virtuoso Travel Week 

is the ultimate annual global 

travel community event. 

Exclusive to the Virtuoso 

network, Virtuoso Travel 

Week focuses on the evolving 

marketplace conversation 

between Virtuoso advisors, 

their clients, and preferred 

suppliers, with advisors 

making a “buying trip” on 

travel purveyors, all network 

partners, the event reached 

new heights last year. With 

9% growth in attendance, 

a record-breaking 5,257 

travel professionals from 98 

countries congregated at 

Bellagio Resort & Casino, ARIA 

Resort & Casino and Vdara 

Hotel & Spa in Las Vegas, 

where they conducted a 

staggering number of one-toone 

other to be successful and 

that Virtuoso’s function is to 

facilitate by creating tools and 

services that support each side. 

Ultimately, though, Virtuoso’s 

role is about fostering human 

connections. 

“Thirty years ago I brought 

together Allied Travel and 

Percival Tours to create a 

vibrant, resilient global travel 

complexity and ambiguity 

(VUCA). Upchurch continued, 

“In an exponentially changing 

environment, we don’t offer 

a rulebook. We believe in 

principles, not protocols. And 

we have four guiding principles 

we believe will anchor our 

future: ensure success for our 

agency members, make it 

personal for both our partners 

and their clients, pioneer and 

innovate, and tell the advisor 

story again and again” 

behalf of their clientele. 

Virtuoso Travel Week features 

hundreds of thousands of 

hours of personal networking 

between Member Agency and 

Preferred Partner attendees, 

extensive professional 

development opportunities 

and a celebration of Virtuoso, 

the world’s top luxury travel 

network. 

Much akin to Fashion Week, 

where travel buyers seek out 

the latest in luxury experiences 

by meeting with thousands of 

meetings – over 320,000 of 

them, totalling more than 1.5 

million meeting minutes or the 

equivalent of 2.9 years. 

The end goal for this 

global gathering: building 

relationships that lead to better 

traveller experiences. During 

the 2016 Opening Ceremony, 

Virtuoso Chairman and CEO 

Matthew D. Upchurch recalled 

his philosophy that led to the 

creation of Virtuoso: a firm 

belief that travel agencies 

and suppliers need each 

network focused not solely on 

transactions, but on catalysing 

rich human experiences,” said 

Upchurch. Drawing upon the 

message shared by the event’s 

keynote speaker, “Grit to 

Great” author and head of 

one of the leading advertising 

agencies in America Linda 

Kaplan Thaler, Upchurch 

spoke about the scenario that 

is helping propel success for 

its travel agency members: the 

desire for authentic human 

connections in a world plagued 

with volatility, uncertainty, 

WE 

BELIEVE IN 

PRINCIPLES, 

NOT 

PROTOCOLS. 

The Bellagio Hotel, Las 

Vegas: “The heart of the 

action” for the Virtuoso 

travel week - 2008 - 

Patrick Pelster




2016 IFTM Top Resa 

THE TOP INDUSTRY EVENT IN THE 

WORLD’S CAPITAL OF TOURISM 

Paris plays host to IFTM Top Resa – THE meeting place 

for travel & tourism professionals this September 

IFTM Top Resa is a 4-day 

international tourism industry 

show held in Paris that attracts 

everyone involved in outbound 

tourism (foreign local partners, 

hospitality providers, foreign 

destinations, transport 

operators, tour operators, 

technology developers, etc.). 

At the heart of Paris, the 

world capital of tourism, this 

complementarity makes it 

possible to combine French 

and worldwide tourism offers 

in one unique venue. 

For its 39 th edition, IFTM Top 

Resa will gather all players of 

the tourism industry from 26 th 

to 29 th September 2017, in 

Paris at Parc des Expositions, 

Porte de Versailles, Hall 1. IFTM 

Top Resa is 31,000 professional 

visitors and more than 1,600 

brands. 

IFTM Top Resa is the only event 

in France to offer multiple 

target markets (leisure, 

business and MICE) with a 

dedicated programme for 

each and a comprehensive 

experience for trade visitors. 

The jointly-held 2-day MAP 

Pro French tourism industry 

show attracts all those involved 

in inbound tourism (hospitality 

providers, caterers, historic 

monuments, tourist offices, 

regional tourism committees, 

French local partners, etc.). 

These complementary, 

synergistic shows provide 

unique access to the entire 

French and International 

tourism B2B product range. 

The Travel Agents Cup is a 

competition to find the best 

travel agent in France. This 

IFTM TOP RESA: 

BREAKDOWN 

OF EXHIBITORS 

BY SECTOR 

event promotes the profession 

with an awards ceremony. 

All travel agents in mainland 

France can enter. The 2016 

best French Travel Agent will 

be elected on September 22 nd , 

during IFTM Top Resa. 

Founded in 1978, the trade 

show originally known as “Top 

Resa” was held in Deauville 

and was specialised in the 

leisure travel segment. In 2008, 

after a major overhaul and a 

relocation to Paris, its name 

changed to “IFTM Top Resa”. 

This year, yet again, Cleverdis 

will be producing the official 

show daily, “IFTM Daily” – the 

“voice of the show”, dealing 

with topics of interest to all 

players, with spotlights on 

the top industry figures from 

around the globe. Content is 

designed to be highly relevant 

and useful for trade visitors & 

press, helping them to set their 

show agenda and define their 

priorities, as well as giving them 

the “big picture” with market 

data and leaders’ strategies 

For more information: 

iftmdaily.com 

International DMCs 33 % 

Hotels 18 % 

International destinations 15 % 

Transport operators 13 % 

(airlines – rail companies – ferries – cruise companies – rental cars) 

French tour operators and French DMCs 7 % 

Technology – service suppliers – GDS 4 % 

Excursions – guided tours – Shopping 2 % 

Associations – Syndicates – Institutions 1 % 

Other 7 %

EVENTS 

HTNG EXPANDS INTO 

HOSPITALITY VERTICALS 

Hotel Technology Next Generation (HTNG) 

changes its name to Hospitality Technology 

Next Generation to expand within the 

hospitality industry. 

HTNG’s founding mission states: “To foster, 

through collaboration and partnership, the 

development of next-generation solutions 

that will enable hoteliers and their 

technology vendors to do business globally 

in the 21 st century.” Now, the organisation 

aims to broaden that initiative to include 

other hospitality verticals as well. 

Restaurants, leisure and entertainment 

venues, active living facilities, gaming, 

cruise lines and healthcare share similar 

technologies and solution sets as hotels. 

HTNG’s organisational framework has 

already proven to be valuable in the hotel 

industry. The association’s strategy of 

collaboration and problem-solving has 

great promise to help solve technology 

problems and advance development in 

these new verticals. 

“The need for our solutions, standards 

and best practices exists in these adjacent 

verticals,” said Michael Blake, CEO of 

HTNG. “We have the knowledge and 

experience of how our association benefits 

hotels and technology vendors; now we 

can jump-start other verticals that are 

facing similar challenges.” 

Since HTNG already has active members 

in these spaces, the next step focuses 

on identifying and defining what these 

shoulder industries need, and then 

providing the necessary tools for success. 

DON’T MISS THE HTNG 

EUROPEAN CONFERENCE 

The HTNG European Conference will take 

place this year at the Prague Marriott - from 

7-9 November. 

This is a “must attend” event, bringing 

together key industry decision makers in 

the European region. Network with some 

of the industry’s top experts, attend diverse 

sessions focused on industry trends and 

expand your business development 

IFA - THE 

WORLD’S 

BIGGEST 

CONSUMER 

TECHNOLOGY 

EVENT IN BERLIN 

… a must when considering 

in-room technologies of the 

future 

From 1-6 September in 

Berlin, the world’s biggest 

consumer electronics, home 

appliance and telecom 

manufacturers gather in 

Berlin for IFA – the world’s 

biggest show of its kind. This 

is the ideal place to get a 

glimpse of what consumers 

will be buying and using in 

coming years, and thus gain 

a better understanding as 

to what should be provided 

in the hotel setting to make 

people feel at home. In 

addition, keynotes from the 

likes of Huawei CEO Richard 

Yu or Philips Personal 

Health Business CEO 

Pieter Nota give attendees 

exceptional insights into the 

roadmaps of the world’s top 

manufacturers. The latter 

will be explaining how 

artificial intelligence, cloud 

computing and the Internet 

of Things will be key enablers 

for personal health solutions 

that serve people of all ages 

at every stage of the health 

continuum – from healthy 

living and prevention, 

through precision diagnosis 

and personalised treatment, 

and back to care in the home 

where the cycle of healthy 

living begins again

© Arabian Travel Market 

IFTM Top Resa 2016 

EVENTS CALENDAR 

30-31 AUGUST, 2017 

Tourism, Hotel Investment & 

Networking Conference (THINC) Africa 

Radisson Blu Hotel Waterfront Cape Town, 

South Africa 

https://thincafrica.hvsconferences.com/ 

31 AUGUST - 1 SEPTEMBER, 2017 

International Conference on Tourism 

and Business (ICTB) 2017 

Lucerne University of Applied Sciences and 

Arts, Luzern, Switzerland 

https://www.hslu.ch/en/lucerne-school-ofbusiness/forschung/conferences/ictb/ 

4-6 SEPTEMBER, 2017 

International Conference on Cultural 

Sustainable Tourism (CST) 

Aristotle University of Thessaloniki, 

Thessaloniki, Greece 

https://www.facebook.com/ 

events/1686276518299711/ 


Hotelga 2011 

La Rural, Predio Ferial, Buenos Aires, 

Argentina 

www.hotelga.com.ar/ 


MEET National 2017 

Walter E. Washington Convention Center, 

Washington DC, United States 

www.meetconference.com/ 


Tourism, Hotel Investment 

& Networking Conference (THINC) 

Indonesia 

Sofitel Bali Nusa Dua Beach Resort, 

Bali, Indonesia 

www.thincindonesia.com/ 

6 SEPTEMBER, 2017 

Hotelier Maldives Wellness Summit 

Hulhule Island Hotel, Male, Maldives, 

Male, Maldives 

www.hoteliermaldives.com/wellnesssummit/ 


PURE Life Experiences 

Palais Des Congrès, Marrakech, 

Morocco 

http://www.purelifeexperiences.com/ 


22 nd UNWTO General Assembly 

Chengdu, China 

www2.unwto.org 


The Hotel Show Dubai 

Dubai World Trade Centre, Dubai, 

United Arab Emirates 

www.thehotelshow.com 


Customer Experience Exchange 

for Travel & Hospitality 

Hilton Syon Park Hotel, London, 

United Kingdom 

https://cxtravelhospitalityexchange.iqpc. 

co.uk/ 


Bharat International Tourism 

Bazaar (BITB) 

Pragati Maidan Exhibition Grounds, 

New Dehli, India 

www.bitb.org 


ILTM Americas 

Fairmont Mayakoba, Riviera Maya, Mexico 

www.iltm.com/americas 

CLEVERDIS 

PARTNER 


IFTM - International French 

Travel Market Top Resa 

Paris Expo Porte de Versailles, Paris, France 

www.iftm.fr 

CLEVERDIS 

PARTNER 


HTNG Insight Summit 

North America 2017 

Westfields Marriott Washington Dulles, 

Chantilly, VA, United States 

www.htng.org/page/2017_NAInsight 

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© hunszabi 

EUROPE STILL TOP OF 

GLOBAL TRAVELLERS’ 

WISH LISTS THIS 

SUMMER 

A survey in June by Virtuoso 

unveiled this summer’s mustvisit 

recommendations from 

professional travel advisors. 

The love for Europe endures 

and it factors prominently 

on the list due to interest in 

cultural trips. This summer 

has been the ideal time to 

venture to the continent due 

to the low euro. 

Topping travellers’ wish lists 

this summer: 

• A river cruise down the 

Danube where tuckedaway 

villages and historic 

highlights converge in 

countries such as Hungary, 

Austria and Germany 

• Portugal, a less crowded 

and more affordable 

option than other Western 

European destinations 

• Iceland, an emerging 

destination popular for its 

adventure and family travel 

opportunities 

• Peru’s Andean Explorer, the 

new luxury train 

• Ottawa, Canada’s capital, 

to celebrate the country’s 

150 th birthday 

• The Galapagos Islands, 

especially for trips with kids 

Speaking of islands, in this 

edition’s “elite travel trends” 

section, we take a peek at 

some of the hottest spots 

to watch when it comes to 

private island retreats! 

Budapest, Hungary

ITB Asia 2017 Key Conference Speakers 

Jane Sun 

CEO 

Ctrip.com International, Ltd 

Tony Menezes 

Vice President, Industrial 

and Distribution Sectors 

IBM Asia Pacific 

Rob Torres 

Managing Director of 

Advertising and Marketing 

Google 

Ike Anand 

Vice President, Strategy and 

Business Development 

Expedia group 

Min Yoon 

Founder & CEO 

Tidesquare 

Buhdy Bok 

President 

Carnival Asia 

Sean Treacy 

Managing Director, Asia Pacific 

Royal Caribbean Cruises Ltd 

Eugene Tan 

General Manager 

CTM Singapore 

Maunik Thacker 

Senior Vice President – Marketing 

Marina Bay Sands Pte. Ltd. 

Rom E. Hendler 

Founder and Managing Partner 

InnoVel 

Jeannette Ho 

Vice President, Raffles Brand & 

Strategic Relationships 

AccorHotels Luxury Division


SMARTreport #34 

2017 Spring Edition 19 

In The Field 

with evelyne gaudin 

THE “INSIDE LINE” ON WHAT’S HOT IN THE FIELD OF TRAVEL ADVICE 

PART 3 

PRIVATE ISLAND RESORTS 

AND NATURAL WONDERS 

TRENDING 

DESTINATIONS 

WHEN IT COMES 

TO REALLY 

GETTING AWAY 

FROM IT ALL 

Since 1989, Evelyne Gaudin has 

been impassioned with travel – 

working in every aspect of the 

industry – in airlines, hotels, cruises, 

TO and advisory roles, with a 

desire to “always deliver the best 

experience”. 

In this feature, she reveals her top 

tips for private island resorts and 

natural wonders of the world. 

On Private Island Resorts… 

What we are primarily seeing in the 

US is that the Maldives has really 

taken over a lot of the romantic island 

destinations market share, in spite 

of the distance and the fact that it is 

expensive. Why ? Because It’s new, 

it’s trendy, it’s beautiful, and the 

service is impeccable. The request 

have grown and continue to do so. 

A number of people like that 

because it gives them 

“bragging rights”. 

For the honeymoon 

market, which is a big 

market for private 

island resorts, the 

Maldives have 

definitely taken 

market share from a 

lot of other destinations. 

In the Maldives, we can 

find some absolutely exquisite 

resorts, surpassing anything 

we’ve seen in the past. They took 

the example of French Polynesia 

with the over-water bungalows, and 

they’ve taken it ten steps further. 

The Six Senses resort is one worth 

mentioning, but another favourite 

is the Gili Lankanfuschi, which is an 

absolute delight. These two have really 

taken over the high-end market. 

On Natural Wonders… 

The Great Barrier Reef remains one of 

the top ones on people’s bucket lists, 

especially for people who like diving. 

But a destination that is really in 

demand is Antarctica. The Arctic and 

PATAGONIA AND 

CHILE ARE OTHER 

FAVOURITES, AS PEOPLE 

INCREASINGLY SEEK 

PLACES “OFF THE 

BEATEN TRACK”. 

Iceland are also growing very fast. The 

hike in demand for Iceland is so great 

that prices have gone up 50% in one 

year. It’s extremely easy to get there, 

very friendly. Even though they don’t 

have 5-star properties, everyone wants 

to go to Iceland. Many want to see the 

aurora borealis, meaning they have to 

go in winter time. Alaska is less “hip”, 

so everyone wants to go to Iceland, 

and even Finland or the top end 

of Norway. New programmes 

are being launched, 

including a new cruise 

that circumnavigates 

Iceland. The Blue 

Lagoon is a big 

attraction. Then 

there’s snowmobile 

treks, icetrekking, 

ice-grotto 

visits and exploring, 

jeep safaris… the choice is 

amazing. People go there for the 

nature; they don’t go for museums, 

restaurants or luxury hotels. 

Patagonia and Chile are other 

favourites, as people increasingly 

seek places “off the beaten track”. 

Patagonia is easy to get to, the beauty 

is out of this world, and it’s easy 

for trekking as the altitude is not a 

problem, as opposed to places like 

Nepal, which is extraordinary, but due 

to the altitude and remoteness, it’s not 

for everyone. Of course, a great choice 

can be to combine a visit to Patagonia, 

travelling down to Ushuaia, followed 

by a tour of Antarctica 

SEE YOU AGAIN IN THE NEXT EDITION


SECLUSION 

REALLY GETTING AWAY 

FROM IT ALL - IN THE ISLANDS 

OF TAHITI 

BORA BORA PEARL BEACH 

RESORT & SPA 

Poised on Motu Tevairoa, only a ten-minute boat ride from the 

airport and fifteen minutes across the lagoon from the village 

of Vaitape, the Bora Bora Pearl Beach Resort & Spa combines 

heavenly location and proximity to the mainland. While 

overwater bungalows are Bora Bora’s iconic accommodation 

type, the resort also features spacious Garden Pool Villas 

and Beach Suites with jacuzzi and magical views of iconic 

Mount Otemanu. The eighty rooms and villas are nestled 

in a beautiful tropical garden, on the beach and of course 

above the turquoise lagoon. The resort is set on beautiful 

grounds where tropical flowers and old trees abound. With 

no neighbours around, guests enjoy ultimate privacy and 

tranquillity 

LE TAHA’A ISLAND 

RESORT & SPA 

Located on the secluded Motu Tautau, facing the island of 

Taha’a on one side and stunning views of Bora Bora on the 

other side, the resort inspired by Polynesian architecture and 

style hosts 57 beautiful suites and villas, three restaurants, a 

spa, a Fitness centre, a tennis court, an open-air swimming 

pool, a SCUBA diving centre and a helipad. Le Taha’a is the 

promise of a complete change of scenery, a way of life of its 

own, in harmony with its preserved environment, people and 

local culture 

The island of Taha’a, formerly called Uporu, is located in the 

Society Islands (as are the islands of Bora Bora, Huahine, 

Maupiti) and shares a same lagoon with the island of Raiatea. 

There is something magical and poetic about Taha’a, and it 

just seems like time has stopped, allowing each and every 

one to enjoy this land of beauty at his or her own pace 

TAHITI PEARL BEACH RESORT 

Located on the North-East Coast of the Island of Tahiti, the Tahiti Pearl 

Beach Resort is strategically positioned away from the hustle and bustle 

of Papeete Town Centre and port (7km, 10 min), and a little further from 

Faa’a international airport... Welcome…that is how you will feel when you 

arrive at the Tahiti Pearl Beach Resort. 

Spread over four hectares of exotic tropical gardens facing 900 meters of 

the finest black sand volcanic beach sits this destination resort, on Matavai 

Bay, famous for its historical site and recognised as the cradle of the royal 

Tahitian family, and where today, visitors can create their own personal 

experience… 





LILY BEACH 

VOTED 

MALDIVES’ 

“LEADING ALL- 

INCLUSIVE 

RESORT” 

Kepitu Restaurant in The Kayon Resort 

ROMANTIC 

SECLUSION IN THE 

HEART OF BALI’S 

TROPICAL JUNGLE 

A romantic setting for an intimate 

honeymoon, between nature and culture, 

Ubud is a remarkable spiritual town in the 

heart of Bali, a retreat for those seeking 

peace of mind, clarity of thought and 

inspiration in the arts, culture, dance and 

music. 

Kepitu Village is only ten minutes’ drive 

from Ubud center, an exotic destination 

for heritage, spiritual healing and a cultural 

holiday experience. Kepitu village has a 

wealth of historic heritage and ancient 

temples. Kepitu’s Telaga Waja temple 

was built in the 10 th century as a place 

of Meditation for Buddha Kasogatan and 

followers, and has now become a place 

for purifying rituals and blessings. 

THE KAYON RESORT 

Set in a stunning jungle landscape next 

to a river, the Kayon resort has a healing 

atmosphere and romantic ambiance. The 

resort features six valley deluxe rooms 

with jungle views on the two-storey north 

wing, twelve Kayon river suites in threefloor 

south wing with views down to 

river and five river edge private pool villas 

with thatched roofs, each enhanced by its 

infinity pool overlooking the river. 

TRUE BALINESE 

HOSPITALITY 

Everyone is welcomed as a family and 

friend coming home. The Kayon resort 

is managed by Pramana Hospitality 

Management who is committed to 

delivering the genuine Balinese “TAT 

WAM ASI”. 

THE ROOMS 

Rooms are designed in contemporary 

Balinese style using local stone, bamboo, 

white washed furniture decorated with 

woven rattan to blend with nature and 

create classic yet romantic impression. 

Featuring bamboo ceiling, comfortable 

beds with soft cotton linens and mosquito 

net, classic Balinese Kamasan Ramayana 

series paintings and recycled artworks. 

Private balcony or terrace and spacious 

bath with shower and Kayon signature 

terrazzo bath tub overlook the jungle. 

Numerous activities are proposed by the 

resort, or guests can just “chill” at the 

spa! 

Lily Beach Resort & Spa at 

Huvahendhoo, Maldives, has, 

for the second consecutive 

year, been crowned the 

“Maldives’ Leading All- 

Inclusive Resort” at the World 

Travel Awards 2017. 

Lily Beach has a global 

reputation for its pristine 

beaches, lush tropical 

vegetation and its exotic house 

reef just few meters away from 

the shore. 

Besides devoting full time to 

floating in the balmy Indian 

Ocean or pampering oneself at 

the Tamara Spa, there are still 

plenty of relaxation options 

at the visitor’s disposal. Be it a 

restful holiday, or a celebration 

of love, Lily Beach Resort & Spa 

offers truly affordable luxury.


A NEW TAKE ON LUXURY 

IN ISTANBUL 

Fairmont Hotels & Resorts officially arrives in the Turkish city with 

the Fairmont Quasar 

Fairmont Hotels & Resorts has officially 

arrived in Istanbul with the recent 

opening of the brand’s first hotel in 

Turkey, Fairmont Quasar Istanbul. 

Rising above the slopes of the Bosphorus 

and silhouetted against the modern city 

skyline, Fairmont Quasar Istanbul serves 

as a veritable hub in the heart of the 

destination, uniting the sophistication of 

new Istanbul with the unique lineage of its 

location. 

Set on the site of the 1930’s Robert Mallet 

Stevens’ designed Art Deco liquor factory, 

Fairmont Quasar Istanbul blends a sense of 

urban culture and industrial flair with the 

city’s storied traditions and a strong sense 

of place. It is this notion that informs the 

design of this “must see” hotel from top 

to bottom. Conceived by US-based design 

firm Wilson Associates, the interiors bring 

Istanbul’s storied history and modern 

lifestyle together, and each of the 209 

bedrooms and 25 suites, along with the 

Gold Lounge, offers a wide panoramic view 

- over the serene Bosphorus or across the 

city skyline. 

The hotel sits at a crossroads of a culturally 

rich city – where eclectic neighbourhood 

bazaars and colourful side streets meet 

modern shopping centres within walking 

distance. Positioned within easy reach of 

the city’s most important landmarks, the 

hotel offers a true taste of the city for 

leisure and business travellers – combining 

the best of both worlds. 

The Fairmont Quasar’s dining spaces 

are designed with touches of modernity 

blended with traditional Turkish culture 

while the meeting spaces and Luna Ballroom 

offer distinctive looks complete with locally 

inspired artwork paying homage the 

vibrancy of the destination. 

REVITALISING 

URBAN OASIS 

The new Willow Stream Spa located in the 

hotel is a 2,000 square-metre urban retreat 

designed to capture this energy whilst 

simultaneously providing a haven from the 

chaos of daily life. Offering nine tranquil spa 

suites, including two couples’ VIP suites, 

combined with relaxation lounges, steam 

rooms, saunas, ice fountains and an indoor 

swimming pool opening up to the inner 

garden, the spa is a stylish escape from the 

hustle and bustle of the outside world. 

Meanwhile, the fifth-floor swimming pool 

is designed by world renowned designer 

Marcel Wanders and is the coolest outdoor 

pool in the city with its eye-catching 

installations and golden trees in the pool 

© Jesus Alonso 

Presidential Suite 

Fairmont Quasar Istanbul 






© Luxury Wine Experience 

© Luxury Wine Experience 

A PRIVILEGED MOMENT 

Château Pape Clément: the embodiment of fine French wine, 

history, culture and gastronomy 

In the image of Matthew D. 

Upchurch, Chairman & CEO of 

Virtuoso, we at Cleverdis are 

convinced that “once you get 

to a certain level of luxury, you 

literally can feel a property based 

on the personality of not only 

the GM, but even more so the 

owner.” 

To this end, we are particularly 

delighted to relate our 

experience at Château Pape 

Clément in the Bordeaux region 

of France, because we believe 

it is undoubtedly one of those 

magical places where this 

assertion takes on all its sense. 

For lovers of Grands Crus, the 

simple name of Bernard Magrez 

evokes a legend, that of a 

“man of 40 châteaux”, but also 

and especially that of the only 

owner in the world of 4 grands 

crus classés in Bordeaux and, 

according to some indiscretions, 

perhaps soon 5! 

What few know today is that 

Bernard Magrez and his daughter 

Cécile Daquin are also experts in 

the «ultra-luxury wine tourism» 

and that it is now possible for 

some privileged travellers to 

stay at Château Pape Clément, 

the heart of the Magrez Empire 

from where this exceptional man 

pilots this exceptional ensemble. 

Upon arrival at the château, one 

is under the charm of the park 

adorned with an extraordinary 

statue of Christ on the Cross, 

the first indication of an almost 

mystical journey, the age-old 

olive trees that have paid witness 

to some of the great moments 

in the history of mankind, the 

garden, and the animals. This 

first impression is confirmed 

by the visit of the château’s 

basement where one finds a 

chapel and a reproduction of the 

tomb of Pope Clement bringing 

an historical dimension to the 

experience. But it is once we are 

in the château itself that the fairy 

tale begins, with a dining room 

adorned with Baccarat, St. Louis, 

Precious Porcelains and original 

works of art, and a suite that’s 

more like a luxurious guest room 

in a family home rather than a 

“hotel” room. 

Of course, experiencing such a 

place implies a visit to the Cuvier, 

the barrel cellar and the academy, 

helping one understand why the 

wines of Château Pape Clément 

are among the best in the world. 

As Château Pape Clément is the 

HQ where Magrez works every 

day, so this adds a very important 

dimension to the feeling of 

being extremely privileged. 

The “Heart of the riches of 

Bordeaux” offering, including 

1 dinner, 1 night at Château 

Pape Clément followed by a 

breakfast and discovery the 

next day of the Grande Maison 

of Bernard Magrez (2 Michelin 

stars) is particularly attractive for 

the traveller with little time to 

spare, but longer stays are also 

possible 

Château Pape Clément 

Clos des Songes suite at 

Château Pape Clément 


ASIA PACIFIC 




ASIAN TOURISTS 

BOOST REGIONAL 

TOURISM 

According to an ITB Berlin/ 

IPK report, Asian travels within 

Asia will continue to grow by 

double digit figures this year, 

supported by China outbound, 

Japan’s outbound recovery, 

the abolition of visas for more 

countries (Korea, Japan, Taiwan, 

India, etc.), while low cost 

airline development continues 

to stimulate travel in most Asian 

countries. 

The recent strengthening of 

the Euro versus the dollar and 

Asian currencies is likely to 

further stimulate travels to Asia 

and particularly Southeast Asia. 

Indonesia is now expecting 15 

million international visitors in 

2017, up by 20% over 2016. 

So far, the country has enjoyed 

a growth in arrivals of 15% for 

the first five months of 2017. 

Thailand was Southeast Asia’s 

no.1 tourism destination with 32 

million foreign arrivals in 2016. 

During the first half of 2017, 

the country recorded 4 to 5% 

more travellers, equivalent to 18 

million arrivals. While Malaysia’s 

tourism authorities target an 

18% growth in arrivals in 2017, 

helping the country to jump 

from 26.8 million to 31.7 million 

international arrivals, growth 

should be more moderate 

around 10%. This will help 

Malaysia pass the 30-million 

mark. 

Some 24 million visitors arrived 

in Japan in 2016, blowing Prime 

Minister Abe’s original goal of 20 

million by 2020, the year Tokyo 

will host the Summer Olympics, 

out of the ballpark. From January 

to May, Japan already received 

11.41 million international 

travellers compared to 9.73 

million for the same period of 

2016. This represents a jump of 

17.3% 

Druk Wangyal Lhakhang, Buthan

ASIA PACIFIC 

AIR TRANSPORT 

APAC LEADS AIR PASSENGER 

IATA predicts Asia Pacific will be the world’s fastest growing 

Asia Pacific today represented some 1.3 billion passengers last year - 33% of all air 

passengers in the world. And this number could reach 50% within 20 years according 

to the latest forecasts by the International Air Transport Association. 

The International Air 

Transport Association 

(IATA) continues to see Asia 

Pacific as a major engine 

to passenger growth. The 

association forecasts 7.2 

billion passengers by 2035, 

compared to an expected 

4.1 billion air travellers this 

year. This is based on a 3.7% 

annual Compound Average 

Growth Rate (CAGR) noted 

in the release of the latest 

update to the association’s 

20-Year air passenger 

forecast. 

The passenger growth 

forecast thus confirms that 

the biggest driver of demand 

will be the Asia-Pacific 

region. Asia Pacific is already 

the largest world market 

representing close to 33% 

of all passengers (18.2% of 

all international passengers 

traffic in second position 

after Europe). The continent 

is expected to be the source 

of more than half the new 

passengers over the next 20 

years. 

China will displace the 

US as the world’s largest 

aviation market (defined by 

traffic to, from and within 

the country) around 2029. 

India will displace the UK for 

third place in 2026, while 

Indonesia enters the top ten 

at the expense of Italy. 

Routes to, from and within 

Asia-Pacific will see an extra 

1.8 billion annual passengers 

by 2035, for an overall 

market size of 3.1 billion. Its 

annual average growth rate 

of 4.7% will be the secondhighest, 

behind the Middle 

East. For 2017, passenger 

traffic in Asia Pacific is 

likely to be primarily driven 

by booming passengers 

demand on domestic routes 

from China and India. 

Both countries have been 

seeing double-digit growth 

SINCE THE 

BEGINNING OF 

THE YEAR, THE 

FASTEST GROWING 

SEGMENT OUT OF 

ASIA HAS BEEN 

ROUTES TO EUROPE 

WITH REVENUE/ 

PASSENGERS/KM 

UP BY 11.7% ON 

AVERAGE BETWEEN 

FEBRUARY AND 

APRIL 2017. 

REVENUE 

PASSENGER/KM 

FOR ASIA 

PACIFIC 

% change to previous year 2016 Feb-17 Mar-17 Apr-17 

Asia Pacific 9.0 6.9 10.3 10.7 

World 6.3 5.1 6.5 10.7 

India Domestic 23.3 17.0 14.9 15.3 

Japan Domestic 0.7 1.9 8.1 6.6 

Australia Domestic 1.6 2.9 0.7 2.1 

Asia-Europe 1.8 9.5 11.2 14.5 

Within Asia 7.3 4.1 7.0 7.1 

Asia-North America 6.4 3.1 6.4 8.6 

Asia-Middle East 9.0 5.7 4.5 10.0 

SouthWest Pacific- North/South America 15.5 10.4 14.2 12.3 

Asia-Africa 6.8 1.3 3.5 4.7 

Source: IATA Statistics 

Note: historical data may be subject to revision




GROWTH 

market in 2017 

in RPK (revenue/passengers/km) since the 

beginning of the year. India’s domestic traffic 

grew last year by over 20% and this is expected 

to grow again by 15% this year. China will see 

its domestic traffic growing between 12% and 

15%. 

Since the beginning of the year, the fastest 

growing segment out of Asia has been routes 

to Europe with Revenue/passengers/km up 

by 11.7% on average between February and 

April 2017. Asia-Middle East was second with 

a growth of 6.75% and Asia-North America 

with 6%. In the Pacific, the fastest growing 

market is the segment Pacific to North and 

South America up by 12.3% since the start of 

the year. The average occupancy is expected to 

rise. Last year, it reached 79.6% and rose during 

the first months of the year to 80.9%, a new 

record in history. 

Passenger demand in the region is stimulated by 

the growth of China’s and India’s middle classes, 

the world demand for Asian destinations such 

as Thailand, Vietnam or Japan and the fast 

development of low cost carriers in the region. 

Airlines are expected to report a US$31.4 bn 

profit (up from the previously forecast $29.8 bn) 

on revenues of $743 bn (up from the previously 

forecast $736 bn). While North America will 

represent half of all the industry’s profits 

(US$15.4 bn), Asia Pacific airlines are forecast 

to post a $7.4 bn net profit (down from $8.1 bn 

in 2016), equal to $4.96/passenger. Asia/Pacific 

airlines’ profits should be on par with those of 

European air carriers. 

Yields, however, are down by 3% to 5% due to 

increased competition; but there are signs that 

yields are possibly bottoming out 

EXPANSION PLANS FOR 

BANGKOK AIRWAYS IN 2017 

Strong tourism and economic 

growth in Asia helped lifting 

Bangkok Airways results in 2016. 

The last year carrier carried 

5.6 million passengers, up by 

9.5% over 2015 while its net 

profit reached US$52 million. 

And according to Puttipong 

Prasarttong-Osoth, Bangkok 

Airways President, perspectives 

look excellent for 2017. The carrier 

projects a growth in passengers of 

over 12% while the airline load 

factor could reach 72%: three 

percentage points higher than in 

2016. 

The airline will add five Airbus 

A319 and ATR72s to its fleet and 

further grow its network from 

its three main hubs of Bangkok 

Suvarnabhumi, Samui and Chiang 

Mai. According to Prasarttong- 

Osoth, new non-stop services 

should this year start from Chiang 

Mai to Vientiane (Lao PDR) 

and to Bagan (Myanmar) while 

Bangkok will be linked to Nakhon 

Ratchasima (Thailand) and Phu 

Quoc (Vietnam). 

KOREA’S INCHEON 

AIRPORT INTRODUCES 

ROBOT GUIDES 

This summer, Incheon airport 

began featuring some “new 

faces” in the form of robots – to 

help passengers find their way. 

The Airport Guide Robot, designed 

by LG Electronics, is an intelligent 

information assistant for travellers, 

answering questions in four 

languages: English, Chinese, 

Japanese and Korean. It offers 

directions to destinations inside 

the airport, along with estimated 

distances and walking times, 

and can even escort lost or late 

travellers to their gates, or any 

other airport location.

ASIA PACIFIC INBOUND 

TRENDS & FIGURES 

ROSY PERSPECTIVES FOR 

Trends in hotel development in the Far East – with key statistics 

According to the UNWTO, international 

arrivals to Asia grew by 8% last year, 

fuelled by strong demand from both 

intra- and interregional source markets. 

For 2017, UWTO forecasts that Asia 

should see growth in arrivals by 5%. 

This provides good perspectives for 

hoteliers, especially international 

groups. 

The deceleration in the growth rate in 

arrivals to Asia is mostly due to a slowdown 

in growth from the Chinese outbound 

market, which is entering a maturing 

phase. However, this could be profitable 

for China’s domestic travel demand thanks 

to a weakening Yuan and to the measures 

to dampen consumption adopted by the 

government to avoid an overheating of 

the economy. While international travel 

consumption from China is slowing, 

regional destinations such as Malaysia, 

Thailand or Korea are likely to remain 

attractive for Chinese consumers, thanks 

to their proximity, low air fares and value 

in packages. 

All segments of the travel industry continue 

to expand to fill up the demand for business 

and leisure travel of a growing middle class 

and boosting business and leisure travel. 

Simplified visa formalities in many Asian 

countries (Indonesia, Laos, Myanmar or 

SHANGHAI 

TOKYO 

Among China 

top metropolises, 

Shanghai continues 

to attract 

international 

investors. According 

to Colliers, RevPAR 

in Shanghai has 

increased steadily, 

despite the high 

room supply the 

city is expected to 

witness over the 

next five years. 

Colliers estimated 

that 9,000 new 

rooms are due 

to be added in 

Shanghai over the 

next five years, with 

over 23,000 in the 

pipeline 

Pearl Tower Detail 

Shanghai, China 

Another strong growing 

destination in Northeast Asia 

is Tokyo, with international 

arrivals boosted by the easing 

of visa formalities, as well as the 

opening of Japanese skies to 

low cost carriers. In 2015, Tokyo 

attracted 11.8 million overnight 

visitors, who stayed 67.8m 

nights while domestic travellers 

generated to the Japanese 

capital some 150 million trips. 

Occupancy rates in hotels are at 

record level at over 90%. 

According to Colliers, RevPAR 

has grown on average by 

10.6% annually between 

2011 and 2015. It reached 

JPY14,651 in 2015, versus JPY 

9,720 in 2011 and topped JPY 

15,000 in 2016. As Tokyo will 

play host to the 2020 Summer 

Olympics, demand for the 

Japanese capital will remain 

high with international investors 

continuing to boost their 

presence in Japan 

© AIRABUS S.A.S. 2014 - photo by master films / P. MASCLET 

© China Tours Hamburg 

Sakura, Chidorigafuchi 

Moat, Tokyo Imperial 

Palace, Tokyo, Japan 

© Arashiyama




HOTELIERS IN ASIA 

from top analysts 

Vietnam among others) are also stimulating 

global travel demand. 

Hotels are consequently seeing the benefits 

of this boom in tourism on the continent. 

In his report for the First Quarter 2017, 

international consulting cabinet Colliers 

analyses that hotels’ RevPAR growth in 

the region is closely correlated to that 

of economic performance and will then 

stimulate intra-regional and domestic 

tourism to destinations. 

On average, in 2017, Colliers expects 

RevPAR growth to continue to be impacted 

by foreign currencies movements, the 

further evolution of low cost carriers (LCC) 

and the destinations they serve, together 

with economic performance and consumer 

confidence in key source markets. 

The Chinese hotel market has witnessed 

exponential growth in recent years and 

changed to become more sophisticated, 

especially as local owners secure 

investments in international operators. After 

growing mostly in Chinese metropolises, 

international upscale hotels but also 

international budget/middle class properties 

are spreading into regional primary and 

secondary destinations. Among cities 

enjoying a surge in international chains 

are Chengdu, Chongqing, Hangzhou, 

Kunming, Shenzhen, Tianjing, Wuhan, 

Xiamen or Xian. 

PHNOM PENH 

PHUKET 

In Southeast Asia, 

Colliers identifies 

Phnom Penh and 

Phuket as attractive 

destinations for 

investors while the 

market in Singapore 

remains difficult 

despite almost full 

occupancy. 

The Cambodian 

capital is expecting 

a flux of new 

international 

hotel projects 

as restriction on 

King Norodom statue and 

two stupas, Royal Palace, 

Phnom Penh, Cambodia 

ownership has been 

overhauled while 

“more transparent” 

rules have been 

now guaranteed 

towards overseas 

investors. Large 

international events 

such as the hosting 

of the Southeast 

Asian Games in 

2023 are boosting 

the development 

of international 

properties 

© Marcin Konsek 

Phuket is now in full swing 

as demand increased strongly 

after years of political 

turmoil in Thailand. Phuket 

witnessed a total number of 

9.3 million tourists arrivals 

who generated 40.8 million 

nights. RevPAR has decreased 

on average by 3.8% between 

2012 and 2015, mainly due 

to the downturn in 2014, 

in conjunction with a strong 

increase in room supply. 

However, recovery was in full 

swing in 2016 with RevPar 

up by 4%. This is due to 

the return of Chinese and 

Russian travellers as well 

as the introduction of new 

intercontinental and regional 

flights. 

According to Hotel 

Consultant Bill Barnett, based 

in Phuket, “the industry is 

continuing to attract new 

developments with more 

brand affiliated properties. 

A total of 5,584 keys are 

expected to come on stream 

by 2020.” Among brand 

hotels planned over the next 

three years in the island are 

Courtyard by Marriott, Hilton, 

Indigo, Intercontinental, 

Kempinski, Mövenpick, Park 

Hyatt, Radisson, Ramada and 

Sheraton 

The temple of Wat 

Chalong, Phuket, 

Thailand 

© Pekka Oilinki


TRENDING DESTINATIONS 

MALDIVES: AIRLINES STEP-UP FREQUENCIES 

FOLLOWING QATAR AIRWAYS BAN 

How could the recent crisis between Qatar and its 

neighbours also have a ripple effect on Maldives’ 

tourism? The Maldives are among the Muslim 

countries that decided to cut off diplomatic ties 

with Qatar last June. 

From January to May, tourism growth to the 

Maldives accelerated. The archipelago received 

575,000 international travellers, up by 5.8% over 

the same period of 2016 with Europe’s market 

share reaching 50.8% of all arrivals. 

Until June, Qatar Airways flew twice a day from 

Doha to Male with an Airbus A330-300 offering, 

on average, a daily capacity of 500 to 600 seats. 

However, its market share remained small. 

According to the Maldives Civil Aviation, Qatar 

Airways transported 77,000 passengers in 2015, 

a market share of 5.1%. The airline remains far 

behind Emirates (280,000 passengers), Sri Lankan 

(273,000), Singapore 

Airlines (132,000) and 

two local carriers. 

New flights are, 

however, compensating 

Qatar’s departure. In 

July, Etihad increased 

weekly frequencies 

from 7 to 11; in 

August, Thai AirAsia 

launches a daily flight 

from Bangkok. This 

coming winter, Air 

France will inaugurate 

two weekly services from Paris, Alitalia will propose 

three flights/week from Rome while Aeroflot will 

increase its Moscow frequencies from 3 to 5 weekly 

services 

© Gzzz. 

A Trans Maldivian 

Airways floatplane to 

the north of Bathala 

island, Maldives




© Ahmed Rasheed Photography 

© Ahmed Rasheed Photography 

© Gzzz. 

South side of Filaidhoo island 

Deluxe Beach Villa interior 

A stunning new 4-star superior resort is 

set to open its doors in the Maldives in 

November 2017: the Reethi Faru Resort 

– meaning “beautiful reef”. 

This tiny island of Filaidhoo in the Maldives, 

situated in Raa Atoll, just 45-minutes’ flight 

from Male, is surrounded by the most 

stunning white beaches, coconut groves 

and lush vegetation. The island measures 

600 x 350 m and its stunning house reef is 

just 30 to 80 metres from shore. 

Special attention has been paid to the 

design and location of each of the 150 villas 

to give visitors the perfect stay. From familyfriendly 

accommodations to perfectly 

situated romantic hideaways, visitors will 

find a fully serviced villa that meets their 

needs and desires. 

Set amid tropical vegetation on the east side 

of the island, the Reethi Faru Garden Villas 

are a collection of mostly detached 49m² 

bungalows. 

The Family Reethi Faru Garden Villas 

(126 m 2 ), are semi-detached and especially 

designed for families or groups of friends. 

The Deluxe Beach Villas (64m²) have a 

spacious sitting area that are ideal for 

couples. 

The exclusive beach-front Family Deluxe 

Beach Villas have a generous floor plan 

with 147m² and are situated directly on 

the beach. 

Detached Deluxe Jacuzzi Beach Villas (68m²) 

are spread along the southwestern facing 

beach. These villas make for the perfect 

romantic getaway and offer pure relaxation. 

The detached Water Villas sit on stilts over 

the lagoon are a real calling card of the 

Maldives. Enjoy spectacular views of the 

ocean and the peaceful surroundings with 

the natural sound of the waves lapping 

below. 

Two Water Villa Suites, with their 226m² 

floor plan, are built on stilts over the waters 

of the lagoon, enabling travellers to enjoy 

a holiday in the superlative. If visitors are 

taking a vacation with friends to celebrate 

a special occasion, the Water Villa Suites 

are unbeatable. 

Whether it’s on the beach, in one of the five 

gourmet restaurants or at one of the lively 

bars, guests will find the dining experience 

that meets their palate and mood. 

BEAUTIFUL REEF… 

BY NAME AND BY NATURE 

Exceptional new resort opening in the Maldives 

this November 

Sustainability is at the heart of all 

operations. Indeed, the management 

is dedicated to protecting the island’s 

beauty and the environment, through such 

initiatives as alternative energy production 

such as photovoltaics, heat exchangers, 

biogas production or a sensitive garbage 

policy 




The healthy growth of tourism in Southeast Asia is due to a number 

of factors. But one of the keys is in having reliable receptive 

operators. An excellent example is Phoenix Voyages – run by a jovial 

Frenchman, Edouard George; a key player in the local market with a long 

background in the tourism and hospitality industries. We asked him what 

his company’s focus is this year. 

We are focusing this year very much 

on our complete presence in the Indo- 

China Peninsula: Laos, Cambodia, 

Thailand and Myanmar, and we are 

developing combined cross-country 

and regional tours, allowing visitors 

to go to anything up to five countries. 

The authorities are facilitating visa 

procedures, and regional airlines are 

expanding their new cross-country 

routes. Cross border tourism is very 

much on the rise. In each country, 

we have also developed six types of 

“theme” tours. The first is based on 

the architecture and colonial presence 

Meanwhile, “the Land of the Morning 

Calm”, more commonly known as 

South Korea is still untouched by mass 

tourism and offers varied landscapes, 

plains and mountains. The country 

offers a unique atmosphere blending 

ancient traditions and unbridled 

modernity. 

Where are you mainly selling 

product? 

Our main clients are from Europe 

and North America, with around a 

third French speaking, a third Spanish 

speaking and a third English speaking. 

Edouard 

George 

President, Phoenix Voyages 

A DIFFERENT TAKE ON SE ASIA 

Exclusive Interview – Edouard George – President – Phoenix Voyages 

in the regions, second is a culinary tour, 

third is art and crafts, fourth is nature 

– with walks every day to discover the 

natural wonders of the region, fifth is 

wellness, with a great focus on yoga, 

tai chi, qui gong, etc., and mixing 

with the local people… and the last is 

religion and spiritualism. 

What sets you apart from other 

operators? 

Consistency is a strong point. We also 

concentrate on quality, so while we 

may not be the cheapest, we pay a lot 

of attention to quality, and thanks to 

this we had 97.6% satisfied clients in 

2016 

Also, in January 2018 we have the 

third edition of the Angkor Ultra-Trail, 

on the archaeological sites of Siem 

Reap in Cambodia. The new routes, 

crossing varied numerous temples and 

villages, from narrow paths through 

dense vegetation, jungle, rice fields 

(sometimes with water up to the knee) 

and sandy tracks, already spiced up the 

2nd edition of the Angkor Ultra Trail, 

and the testimonies we received after 

this race inspired us to continue. 

Angkor Ultra-Trail, 

Siem Reap, Cambodia.




MALAYSIA NAMED AS 

OFFICIAL PARTNER COUNTRY 

OF ITB BERLIN 2019 

The Malaysian Ministry of Tourism and 

Culture and ITB Berlin have announced 

that the South East Asian nation will 

be the show’s official partner country 

in 2019. 

Announcing the reasoning behind 

the country’s choice of year, YB 

Dato’ Seri Mohamed Nazri bin Abdul 

Aziz, Minister of Tourism and Culture 

for Malaysia explained, “Our longterm 

target is to achieve 36 million 

tourist arrivals and RM168 billion 

(€37.1 billion) in receipts by the year 

2020, based on the Malaysia Tourism 

Transformation Plan.” 

The official signing took place during 

the recent ITB China trade show in 

Shanghai between Dato’ Sri Abdul 

Khani Daud – Deputy Director General 

(Promotion) of the Malaysia Tourism 

Promotion Board and the Head of ITB 

Berlin, David Ruetz, witnessed by the 

Minister of Tourism and Culture. 

This promotional project is part of 

a much broader plan by Malaysia to 

increase awareness of the natural and 

human assets of the country over the 

next years. Kinabalu National Park in 

Sabah, Gunung Mulu National Park 

in Sarawak, Melaka and George 

Town cities and the archaeological 

heritage of the Lenggong Valley are 

four of the UNESCO designated World 

Heritage sites in Malaysia that will be 

highlighted 

Dato’ Sri Abdul Khani Daud – Deputy 

Director General (Promotion) - Malaysia 

Tourism Promotion Board (left), YB Dato’ Seri 

Mohamed Nazri bin Abdul Aziz, Minister of 

Tourism and Culture for Malaysia (centre), 

David Ruetz, Head of ITB Berlin (right) 

MALAYSIA: 

18% Y/Y RISE 

IN CRUISE 

PASSENGERS 

Langkawi 

Between January and May 2017, a total 

of 253 international cruise ships called at 

Malaysia’s 11 ports, indicating an increase 

of 9.48% compared to the same period 

in 2016. For the same period, the country 

received 405,554 cruise passengers 

compared to 330,473 passengers, 

signifying an increase of 18.51%. 

Affordable exchange rates, modern 

infrastructure and facilities, warm 

weather, friendly people, a stable 

government, and numerous tourist 

attractions that are easily accessible 

from the ports make Malaysia the ideal 

stopover for cruise line operators. 

Malaysia’s cruise terminals such as 

Langkawi, Penang, Port Klang and 

Melaka are located close to local 

attractions, offering cruise passengers the 

experience of a big-city atmosphere and 

easy access to ecotourism attractions, 

beaches, authentic culture and exotic 

cuisine. Food is a major attraction in 

Penang and passengers can not only 

sample the famous variety of cuisine 

but also enjoy cooking lessons during 

shore excursions. Meanwhile, the Kota 

Kinabalu port in Borneo is a gateway to 

the natural beauties of the rainforest and 

orangutan watching which are popular 

among many segments of the cruise 

market. 

It’s all part of the Malaysian Government’s 

recognition of tourism as a key economic 

area for the country’s growth, with cruise 

tourism being one of 12 focus areas for 

development over the next eight years



BALI: 

MASSIVE 

GROWTH 

CONTINUES 

As Bali continues to attract more visitors 

year after year, investors continue to 

add capacities on the Island, meaning 

infrastructure and maintenance will 

need to keep up with the pace! 

Bali remains Indonesia tourism’s biggest 

success story. In 2016, while foreign tourist 

arrivals to Indonesia grew by 15.5% to 

reach 12.02 million, Bali saw 

total foreign arrivals jumping 

by 23.6% to 4.88 million! 

The island alone accounts 

for almost 41% of all arrivals 

to the country. According to 

data for January-April 2017, 

Bali recorded another 25% 

jump in international visitors. 

In a February report, 

consulting cabinet Horwath 

HTL expressed some 

concern over Bali’s unabated 

development. In 2015, 

Horwath HTL recorded a 

© DR 

total of 335 hotels and more than 40,000 

rooms with the opening of a further 12 

hotels in the first 9 months of 2016 or 

1,600 rooms. Until 2020, another 74 hotels 

should open, a 20% increase over current 

hotel stock. 

Occupancy in the luxury segment was down 

by 1% with ADR down by 4%. However 

Upper Upscale (four star) performed better 

in terms of occupancy (+5%) while ADR in 

US$ remained depressed (-4%). 

Horwath HDL underlines the fact that 

“the maintenance of infrastructure and 

the development of long-term sustainable 

development goals are essential to ensure 

Bali continues attracting people from all 

corners of the globe” 

Tanah Lot Temple, 

Bali




© Tahiti pearl Resorts 

Tereua Tom – known as “Tomita”, assistant maitre 

d’hotel, who not only runs the Vanille Restaurant and 

La Plage, but also has a certain talent and “penchant” 

for dance. He is dressed in yellow, accompanied by 

Thilda Tamahu and Lany Mou Kam Tse, both of whom 

work at the restaurants as well as being highly talented 

dancers, animating Polynesian evenings where singing 

and dancing come as part and parcel with the service. 

It’s something unique to these islands. 

© Danee Hazama - Tahiti pearl Resorts 

Polynesian dance show 

IA ORA NA 

A unique welcome awaits visitors to the islands of Tahiti 

The legendary warm welcome given 

by Polynesians has not changed over 

the years. 

From the time Captain Samuel Wallis 

was welcomed with banana tree 

leaves as a sign of friendship and 

peace when he discovered the islands 

in June 1767, right up to today, each 

visitor who sets foot on the islands 

of Tahiti is charmed by the welcome 

given to him or her. 

“Ia Ora Na”, “Maeva” and “Manava” 

are the three words used to welcome 

visitors. 

Today, many of the traditional 

rites are preserved. The spirit of 

Polynesian hospitality is present 

in all tourist establishments, whether 

they be large luxury hotels or small 

family hotels and homestays. And 

nowhere could this be truer than at 

The Tahiti Pearl Beach and Taha’a 

Resorts, where one is “immersed” in 

the local culture. Eager to present the 

very best of Polynesian culture, Tahiti 

Pearl offers numerous shows and 

exclusive cultural demonstrations for 

an unforgettable experience. From 

weekly Marquesian and Polynesian 

shows to handicraft workshops and 

dance lessons, the hotel is committed 

to making one’s stay something very 

special and memorable. 

POLYNESIAN DANCE 

AND CULTURE 

Banished in the past by missionaries, 

dance is nowadays more than ever 

an integral element of Polynesian 

culture. The Heiva I Tahiti, organised 

in July, is the occasion to watch 

the performances of the greatest 

dance schools and groups of the 

archipelago. The Tahiti Pearl Beach 

Resort offers regularly Marquesan 

and Tahitian themed evenings with 

exceptional dance shows and themed 

buffets. 

Le Taha’a Resort also pays homage to 

Polynesian culture and traditions… 

A buffet featuring Tahitian delicacies, 

and international options, as a local 

trio serenades visitors through the 

night. Folkloric dances and a not-tobe-missed 

fire dance highlight the 

evening. Fire dance shows can most 

of the time be seen only at festivals 

or big events. Tavita, one of the 

best fire dancers, also known as one 

of the most tatooed men in French 

Polynesia, performs at the resort 

each week (weather permitting)! 



TRENDING HOTELS 

“PROUD TO BE 

PUNCHING ABOVE 

OUR WEIGHT” 

Exclusive Interview - Dr Jennifer 

Cronin, President, Marco Polo Hotels 

Dr Jennifer Cronin has been celebrating numerous accolades and 

prizes of late, including the “APAC Corporate Hotelier of the Year” 

award at the BMW Hotelier awards. We asked her what qualities 

make her team the “best”. 

Marco Polo Hotels is a wellrecognised, 

solid performing 

group and we are very proud that 

we punch above our weight in so 

many aspects of our business. The 

2016 BMW Hotelier Awards 

acknowledged the performances 

of our leaders and Associates 

alongside our peers and even larger 

hotel groups. It is a testament 

to our belief in our leaders and 

Associates that we can deliver on 

our brand promise for our people 

and guests alike. Our leadership 

motto is to “Live Bold. Stay Sharp.” 

and it is with this philosophy that 

we are taking Marco Polo & Niccolo 

Hotels to a new level. 

Please tell us a little more about the 

roadmap for Marco Polo Hotels. 

Besides the Murray, Hong Kong, a 

Niccolo hotel, we are very excited 

with the forthcoming opening of 

our second Niccolo hotel, Niccolo 

Chongqing also taking to the world 

stage this year, followed by Niccolo 

Changsha in 2018 and Niccolo Suzhou 

in 2019. Marco Polo Hotels is currently 

undergoing an exciting evolution, as 

we streamline support services and 

processes. We recently announced our 

new company name, Wharf Hotels, 

management company for Niccolo 

and Marco Polo Hotels, that will only 

enhance our position in the field of 

hotel management expertise 

THE NEW FACE 

OF MARCO POLO 

HONGKONG HOTEL 

Marco Polo Hongkong Hotel is uniquely positioned to 

become Asia’s leading deluxe hotel for international 

business and leisure travellers. 

Situated in the heart of Tsim Sha Tsui, on the 

doorstep of Star Ferry terminal and MTR subway 

stations, Marco Polo Hongkong Hotel has recently 

completed a comprehensive hotel exterior upgrading 

programme, since which Harbour View Rooms and 

Suites are now available, enabling guests to enjoy 

unobstructed panoramic Victoria Harbour views and 

Hong Kong’s iconic skyline. 

Guests are provided deluxe amenities, including 

Nespresso coffee machine and the complimentary 

handy smartphone with their own local number, 

which can be used as Wi-Fi hotspot while wandering 

around the city or to make unlimited local calls and 

international calls to ten countries around the globe. 

Centrally located on Canton Road in Kowloon, the 

hotel forms part of Harbour City – Hong Kong’s 

largest shopping complex, housing over 450 shops, 

including the world’s leading luxury brands and a 

myriad of dining options 






Matthew Cooper 

General Manager, 

JW Marriott Dongdaemun Square, Seoul 

Recently receiving TripAdvisor’s Readers’ Choice #1 hotel in 

Seoul award, the JW Marriott Dongdaemun Square – Seoul 

continues to strive in order to stand out among the top 

properties in the region. We asked GM Matthew Cooper how 

he sees the market evolving in Seoul today… 

Seoul has always been seen as 

a place that can support uberluxury. 

The challenge that I have 

seen over the past three years 

used to wash their clothes 

in the stream out the front 

here. Then shopping centres 

opened, then the JW Marriott, 

global stage. The film has had 

11-million views since January 

19 th . The PR value is huge! 

What would you say sets this 

property apart in Seoul? What 

are your top three “USPs”? 

The first thing is the service 

people experience. Because of 

its size, I am able to treat it as 

STAYING AHEAD 

OF THE GAME IN SEOUL 

Exclusive Interview - Matthew Cooper – General Manager 

- JW Marriott Dongdaemun Square – Seoul 

in Korea and Seoul is that just 

because it was uber-luxury or 

cool 16 years ago, doesn’t make 

it cool and uber-luxury now. 

People are far more discerning 

and critical now. Another trend is 

that areas that the idea of what 

constitutes luxury is changing. 

Everybody talks about Gangnam 

style, but twenty years ago, 

Gangnam was nothing; it was 

just farms. It’s the same with this 

area – Dongdeamun – it was 

traditionally an area where the 

older generation lived. People 

the Dongdaemun Design Plaza 

opened, and all of a sudden 

luxury and fashion had come to 

the city. 

Please tell us more about the 

production of “Two Bellmen 

Three” - the film that was shot 

here, and how this is going to 

help in your promotion. 

At the launch party one of 

the things that impressed me 

the most was the fact that 

the Korean actors were so 

proud to present Seoul on this 

if this place was my home, and 

also the associates’ home – and 

that means they welcome people 

as they would to their home. The 

second thing is its location. It 

could be compared to the meatpacking 

district of New York. 

And the third thing is the F&B, 

which goes above and beyond, 

and keeps growing every year. 

The hotel is three years old, and 

is always busy. It still has a feeling 

of crispness about it, and despite 

the fact this is a busy part of the 

city, it’s a haven of serenity 



TRENDING HOTELS 

THE FRENCH TOUCH 

IN TOKYO 

First upscale brand to open in the heart of Tokyo for AccorHotels 

Pullman Tokyo 

guest room 

With Japan’s inbound tourism booming, and the 2020 

Olympiad just around the corner, we are seeing some very 

interesting movement in hotel development in the great 

Japanese metropolis. 

said Patrick Basset, Chief 

Operating Officer for Upper 

Southeast and Northeast Asia, 

AccorHotels. “The increasing 

inbound market, especially 

from Korea and other Asian 

countries (China, Taiwan, 

Indonesia, Vietnam) is on a 

continuous positive trend 

which will be amplified as 

the country will benefit from 

the worldwide attention with 

the upcoming 2020 Summer 

Olympic Games.” 

JAPAN KEEPS 

ATTRACTING 

MORE AND MORE 

INTERNATIONAL 

TRAVELLERS, 

WITH 

HISTORICALLY 

HIGH GROWTH 

RATE RECORDED 

IN THE 

BEGINNING OF 

2017 

The Pullman Tokyo Tamachi 

is being developed as part of 

the MSB Tamachi mixed-used 

complex and will open for the 

fall of 2018. 

Featuring 143 rooms, the 

contemporary designed hotel 

successfully connects the 

international style of Pullman 

with a delicate touch of 

Japanese art and culture. 

In Japan, AccorHotels has 12 

hotels in its network across 

Tokyo, Osaka, Kyoto, Sapporo 

and Okinawa. Brands include 

Swissotel, Pullman, Novotel, 

Mercure, ibis and ibis Styles. 

The Group first entered the 

Japanese market in 1995. 

This new business and leisure 

hotel includes meeting 

facilities and unique dining 

concepts. The hotel is directly 

connected to the JR Tamachi 

Station east exit and a threeminute 

walk from the Toei 

Subway Mita Line. From 

the hotel to the Haneda 

International Airport is about 

30 mins by public transport 

and just one stop from JR 

Shinagawa station to Osaka 

and Kyoto via bullet train. 

“Japan keeps attracting 

more and more international 

travellers, with historically 

high growth rate recorded 

in the beginning of 2017,” 

Pullman Hotels & Resorts, 

AccorHotels’ new generation 

of upscale hotels, is a 

cosmopolitan brand that offers 

hyper-connected travellers 

a seamless experience that 

combines contemporary 

design and energizing culinary 

concepts. 

«The opening of Pullman Tokyo 

Tamachi marks an exciting step 

in developing more upscale 

and luxury hotels in Japan to 

meet the growing demand of 

cosmopolitan travellers who 

appreciate innovative design 

and wellness in the travel 

scene. The global nomad 

is Pullman’s representation 

of the new generation of 

travellers and business leaders 

who fully and naturally blend 

work and leisure,” said Eric 

D’Ignazio, Vice President 

Japan, AccorHotels

ASIA PACIFIC OUTBOUND 

TRENDS & FIGURES 




© CSG-Info 

Karva Chauth puja, 

India 

INDIA: ASIA’S NEXT BOOMING 

OUTBOUND MARKET 

WITH AN 

AVERAGE 

GROWTH RATE 

OF 25% PER 

YEAR, INDIAN 

OUTBOUND 

TOURISTS 

ARE LIKELY 

TO REACH 

50 MILLION 

BY THE 

BEGINNING 

OF THE NEXT 

DECADE 

While China continues to 

catch most of the world’s 

attention with number of 

Chinese outbound travellers 

hitting new records year 

after year (over 122 million 

last year), one would be 

wrong to ignore the “other” 

big Asian outbound growth 

market: India. 

India’s middle class population 

was estimated at 267 million 

in 2016. And by 2025-26 

the number of middle class 

households in India is likely to 

more than double from the 

2015-16 levels to 113.8 million 

households or 547 million 

individuals. 

And this is not the only 

impressive statistic about India. 

It is due to rank among the 

world’s youngest countries for 

its population, and it is due to 

overtake China as the most 

populated country in the world 

around 2022/2025. 

All these elements point to a 

boom in outbound tourism. 

Currently, UNWTO estimates 

that 20 million Indians are 

outbound travellers. From that 

number, according to a report 

from Amadeus, some 40% are 

travelling for business purposes. 

With an average growth rate of 

25% per year, Indian outbound 

tourists are likely to reach 50 

million by the beginning of the 

next decade. Indian travellers 

generally spend long holidays 

when overseas. Trips to other 

continents average 12 to 

15 days. Indians are also big 

spenders: on average, their 

holiday expenses are four times 

higher than their Chinese or 

Japanese counterparts. Average 

spending per capita for shopping 

is around US$1,200 per person. 

Honeymoons and wedding 

trips are a big hit, especially for 

deluxe hotels. In Asia, Phuket 

and Bali are increasingly turning 

into top destinations for Indian 

wedding makers as ceremonies 

in those islands are generally 

cheaper and more luxurious 

than in their own country. 

Furthermore, contrary to China, 

the outbound market is not 

constrained by political or 

societal constraints: there are 

no travel restrictions on Indians 

travelling abroad while most of 

the middle class speaks excellent 

English and is generally techsavvy. 

Another factor is the 

multiplication of flights 

connecting India to the rest 

of the world. Many low-cost 

airlines connect now India to 

Asia and to the Middle East. 

Before long, it is expected that 

long-haul budget carriers would 

also connect the Indian subcontinent 

to Europe. Last year, 

some 99.5 million passengers 

were recorded on airlines to and 

from India. According to the 

Centre for Asia Pacific Aviation 

CAPA, this number should 

rocket by 25% this year to reach 

over 130 million passengers…

ASIA PACIFIC OUTBOUND 

WELCOMING 

THE JAPANESE VISITOR 

Tips for how to make Japanese travellers feel at home around the world 

Japanese people have long 

been among the greatest 

travellers from Asia. They know 

the world and love visiting new 

places. But much as this is the 

case, their customs and habits 

are very different to those of 

“westerners”, and while many 

accept our western lifestyle 

while travelling, following are 

a few tips to make them feel a 

little bit more at home in your 

hotel. 

LANGUAGE 

If possible, ensure all in-room 

documents are also available 

in Japanese. If possible, 

invoices should be produced 

in Japanese in order to avoid 

confusion and bad feelings if 

the visitor believes he or she 

has been wrongly charged for 

something. 

HOT WATER 

Japanese tourists love their 

instant cup noodles, miso soup 

and green tea, so it is essential 

to provide them with adequate 

facilities for this (electric kettle 

etc.). 

CLOTHES DRYING 

Don’t be surprised if Japanese 

travellers dry their swimming 

trunks and towels on the 

terrace. Japanese people 

generally prefer to dry clothes 

outside, for sanitary reasons. 

SECURITY 

In Japan, travellers are not used 

to locking doors and hiding 

valuables in a safe. The result 

can be a “bad surprise” if 

they leave cash and valuables 

lying around in a western 

property. If a theft takes 

place, management should 

take immediate action, and a 

Japanese speaking interpreter 

may be required to help the 

victim explain to the police 

what happened. Likewise, for 

lost items, it is important that 

when found, if the guest has 

departed, the tour operator be 

contacted in order to ascertain 

how to remit the items. 

EMERGENCIES 

Ensure you have a Japanese 

speaking doctor on call in 

case of health or medical 

issues. Failing this a competent 

interpreter will be required. 

ROBOTS 

Japanese love high-tech. 

A Japanese speaking robot is a 

definite plus! 

THE CLIENT IS KING 

This tends to be even more the 

case with Japanese customers, 

who may appear to be overly 

demanding with staff at times. 

This is due to the country’s 

status-oriented society, 

where hotel staff are always 

extremely subservient and 

polite. Hotel management and 

staff members should thus pay 

particular attention to the way 

they address Japanese guests. 

If something goes wrong, and 

the customer is upset for any 

reason, management should 

be extremely apologetic, and 

the offering of a gift of some 

kind can always help

INNOVATIONS & TECHNOLOGIES 




© iStock Photo - NicoElNino 

© iStock - chaiyon021 

KEEPING 

UP WITH 

THE 

PHONES 

Key trends in the hotel tech 

sector always tend to follow 

hot on the heels of those in the 

consumer sector. This is very 

much the case when it comes to 

the use of smartphones. 

Today’s guests increasingly use 

the smartphone as a controlling 

device in the home, as it is at the 

heart of the “smart home” – no 

longer concept but very definite 

and concrete reality. In the hotel 

setting, the onset of apps is still 

slow in coming, as guests tend 

to shy away from installing an 

endless number of new apps on 

their phone. This is where major 

groups have an advantage, when 

“one fits all” can be used across 

a large number of properties. 

Indeed, the guest tends to use 

his or her smartphone, laptop 

or tablet for all transactions 

nowadays, and hoteliers that fail 

to keep up with the pace will 

find themselves losing market 

share. 

In the next pages, we bring you 

some valuable insights into how 

the mobile sector is evolving and 

how you can stay on the ball.


APAC CONTINUES TO LEAD 

THE PUSH TOWARDS 

A COMPLETELY MOBILE 

TRAVELLER LIFE CYCLE 

It’s no surprise that global travel companies 

continue to focus on mobile growth in 

Asia Pacific (APAC). With high Internet 

and mobile penetration, travelers in 

APAC expect faster and easier access to 

travel, without being bogged down by 

traditional payment methods. Unique 

market dynamics force travel companies 

to adopt local strategies that don’t work 

anywhere else. Let’s take a look at why 

APAC continues to lead the push towards 

a completely mobile traveller life cycle. 

While smartphone bookings soar globally, 

some countries continue to blaze their 

way as leaders in mobile travel. Asia 

Pacific (APAC) leads all markets in 

mobile booking adoption, according 

to Phocuswright’s Global Online Travel 

Overview Fourth Edition. The report 

provides and compares total and online 

travel gross bookings for six regions: the 

U.S./Canada, Europe, Eastern Europe, 

APAC, the Middle East and Latin America. 

APAC mobile bookings are projected to 

grow from 24% of the online travel market 

in 2015 to 37% in 2017. That compares to 

both the U.S. and Europe, where mobile 

penetration is expected to be just 24% by 

the end of this year. 

Electronic wallets from companies including 

Alipay in China and Paytm in India, mobile 

payment solutions and call-to-book/partial 

online payment options have opened the 

floodgates for mobile transactions. 

“In China, mobile-only discounts from 

intermediaries are fueling smartphone 

bookings among the country’s massive 

subscriber base,” says Phocuswright’s 

senior vice president, research, Lorraine 

Sileo. “In India, online travel agencies are 

aggressively promoting app downloads as 

mobile has emerged as a new battleground 

for intermediaries.” 

ASIA PACIFIC TRAVEL 

MARKETS HAVE THE 

WORLD’S HIGHEST MOBILE 

TRAVEL PENETRATION 

With a rising number of Asia Pacific 

(APAC) travellers having access to the 

Internet and digital banking via their 

smartphones, mobile will be the fastestgrowing 

online platform 

in the region. Combined 

mobile gross bookings of 

China, India and Japan will 

reach US$105.9 billion by 

2020, up 325% over 2015. 

Phocuswright’s Asia Pacific 

Online Travel Overview 

Ninth Edition provides 

market and channel sizing, 

and aggregates gross travel 

bookings of APAC-based 

travel suppliers, covering 13 

APAC countries’ leisure and 

unmanaged business travel. 

“It is no surprise that China, where Weixin 

(WeChat), the world’s most advanced 

mobile messaging and commerce platform 

was conceived, also leads the mobile travel 

revolution globally,” said Phocuswright’s 

research analyst, Asia Pacific, Chetan 

Kapoor. “Mobile share of the Chinese 

online travel market will almost double 

between 2015 and 2020 to 77%, 

significantly dwarfing even the Western 

mobile markets.” 

In APAC, online travel agencies are at 

the forefront of mobile innovation, 

development, marketing and distribution 

relative to the suppliers. In India, OTAs 

accounted for 88% of the mobile travel 

market in 2015, while their counterparts 

in China delivered 60% of the market’s




Combined 

mobile gross 

bookings of 

China, India 

and Japan will 

reach US$105.9 billion by 

2020, up 325% over 2015. In 

APAC, online travel agencies 

are at the forefront of mobile 

innovation, development, 

marketing and distribution 

relative to the suppliers. 

mobile gross bookings in the same year. 

OTAs will remain the major force behind 

mobile bookings in APAC. 

MOBILE TRAVEL SHOPPING 

AND BOOKING ASCENDS IN 

SOUTHEAST ASIA 

Individual travel markets within Southeast 

Asia showcase distinct shopping and 

booking trends. While computers remain 

the more popular device for travel 

shopping and booking among Southeast 

Asian travellers, smartphone usage is on 

the rise. 

Travel shopping via smartphones 

has gained prominence in Indonesia 

and Thailand. The relatively younger, 

millennial population adds to the heavy 

smartphone usage in these markets 

vis-à-vis mature online markets such 

as Malaysia and Singapore. In the past 

12 months, more than one in two 

Indonesian and Thai online travellers 

booked travel via smartphone. Rising 

mobile travel bookings in these markets 

is also influenced by online travel 

agencies publishing mobile-only prices 

and discounts on their apps. 

In contrast, travel shopping and booking 

via smartphones are less popular in 

Malaysia and Singapore. A relatively 

consolidated supplier landscape, 

particularly in the air segment, means 

distribution status quo and limited 

consumer incentives to shift from 

desktop to the mobile channel. 

“It’s no surprise that the millennials 

are more comfortable with mobile 

bookings,” says Phocuswright’s Asia 

Pacific research analyst, Chetan Kapoor. 

“Given the younger demographic, 

Indonesian and Thai travellers have 

been quicker than their Singaporean 

and Malaysian counterparts to adopt 

travel apps. Four in 10 Indonesian and 

Thai online travellers used apps for travel 

shopping during their last leisure trip. 

The share of travellers using smartphones 

for travel research and booking will only 

increase in the coming years” 

Mobile travel 

shopping and 

booking varies 

from market 

to market 

in Southeast 

Asia: In the past 12 

months, more than one in two 

Indonesian and Thai online 

travellers booked travel via 

smartphone. Rising mobile 

travel bookings in these 

markets are also influenced 

by online travel agencies 

publishing mobile-only prices 

and discounts on their apps. In 

contrast, travel shopping and 

booking via smartphones are 

less popular in Malaysia and 

Singapore


© iStock - Lifemoment 

THE ONSET OF 

Scaling for different devices is key to success 

What should hoteliers do to capture this 

growing market on mobile devices? As 

underlined by tech expert David Esseryk later 

in this section, the answer is clear. Hoteliers 

must deliver a customised, user-friendly 

experience on these devices by offering a 

desktop website, a mobile website and a 

tablet website. Content must be scaled 

down on a tablet site and even more so on 

a mobile site (not to mention tablets require 

highly visual content) – and the way users 

navigate websites on these devices must 

be considered (touchscreen on mobile, 

touchscreen and swiping on tablets). 

MULTICHANNEL “MOBILE” 

WORLD (DESKTOP- 

MOBILE-TABLET) 

Hoteliers must now create and manage 

content; store and distribute the hotel digital 

marketing assets; and circulate special offers 

and packages, events and happenings, 

all through several distinct channels: own 

“desktop” website, mobile website, tablet 

website, social media profiles on Facebook, 

Twitter, Google+. 

There is a good chance that the same 

traveller will try to access your hotel website 

via all three devices. 

It can be difficult to update one website, 

let alone three websites. There is a growing 

need for centralised website content and 

digital marketing asset management 

technology. Hoteliers need more than just 

a simple website content management 

system (CMS) capable of adding and 

editing textual and visual content. They 

also need a CMS that acts as a centralised 

web content and digital marketing asset 

management system and can automatically 

push new specials and promotions to social 

media profiles and mobile websites, as well 

as present the digital content in the most 

appropriate format for each device via 

Responsive Design on Server Side (RESS).




MARKETING IN A SOLOMO 

(SOCIAL, LOCAL, MOBILE) 

WORLD 

The convergence of social, local and mobile 

(SoLoMo) initiatives allows hotels to deliver 

more personalised, relevant content to existing 

guests, in real-time. Social speaks to how we 

share our travel experiences, mobile speaks to 

our “always on-the-go” nature, and local speaks 

to the need for information from our immediate 

environment. 

One of the best examples of SoLoMo in 2016 was 

when Google “married” its local content listings 

(Google Places) with its social network (Google+) 

and made this content the default in its mobile 

search results. By converting more than 80 

million Google Places listings to Google+ Local 

pages, Google achieved an unprecedented level 

of dynamic, social content vs. static directory 

content. For example, Google+ Local integrates 

reviews from those in your circles. 

MOBILE 

SoLoMo is changing the way consumers access 

information. Instead of researching attractions 

during a hotel stay, mobile applications can 

now detect a traveller’s location, what he or she 

is looking for, provide directions, push specials 

based on geo-location, and even allow guests to 

share their experiences in real-time. 

Hoteliers need to consider how to best utilise 

SoLoMo to engage their guests and generate 

incremental revenues. In addition to offering 

a ‘location-aware’ mobile website, consider 

engaging your local customers via time- and 

location-relevant check-in promotions and 

rewards, launching social media promotions, 

contests, and post series via Facebook and 

Twitter, and blogging. These types of geo-social 

marketing initiatives allow hoteliers to integrate 

with consumers’ lifestyles and connect (and stay 

connected) with them in ways that were not 

previously possible (and are great for time and 

location-sensitive promotions). 

THE RISE OF LOCATION- 

BASED MARKETING 

Location based marketing allows hotels to reach 

their audience with a customised message 

dependent on where they are at the time. From 

encouraging check-ins to offering local mobile 

coupons and deals, brands will continue to 

incentivise social sharing and focus more on local 

engagement. Hoteliers can accomplish this in 

very affordable ways, such as adding a check-in 

special on Facebook and Foursquare, or sending 

customers a text message offering a discount 

to be used on-property. SMS marketing and 

geo-location offers should become key in how 

hoteliers target travellers not after but during 

their travel experience. 

Before hoteliers even consider leveraging location 

based services, they need to make sure that all 

local content is accurate and optimised for the 

search engines–this is where mobile directories 

and mobile mapping services pull location 

information. Mobile search engines favour and 

predominantly serve local content; therefore, 

hoteliers need to optimise their local content and 

listings on the search engines (Google+Local, 

Yahoo Local, Bing Local), main data providers, 

local business directories, yellow pages, etc 

Our thanks to David Esseryk 

for his input. 

© iStock - DeanDrobot 

THE 

CONVERGENCE 

OF SOCIAL, 

LOCAL AND 

MOBILE 

(SOLOMO) 

INITIATIVES 

ALLOWS 

HOTELS TO 

DELIVER MORE 

PERSONALISED, 

RELEVANT 

CONTENT 

TO EXISTING 

GUESTS, IN 

REAL-TIME.


LYNK HMS 

REDEFINING THE 

Samsung introduces six 

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: IRC (Integrated 

Room Control), EMS (Energy Management 

Solution) and RMS (Room Management 

System). 

LYNK HMS connects to in-room devices 

wirelessly over ZWAVE and ZigBee, which 

covers a wide range of devices. One of the 

strengths of this system is that it doesn’t 

require hard wiring to the device like 

conventional solutions. 

Utilizing the TV as a gateway allows 

the hotel to maximize efficiency by 

implementing all three solutions – RMS, 

EMS and IR (In Room Control) – through 

one device: 

• IR: Deliver home comfort for hotel 

guests. One-stop easy room atmosphere 

controller (lights, A/C, curtains...) 

• EMS: Help hotels manage and save 

energy by automatically turning off lights 

or reducing AC level. 

• RMS: Enable efficient and automated 

room management 

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 

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, athome 

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 inroom 

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 





HOSPITALITY EXPERIENCE 

step innovation roadmap 

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 cost-effective alternative 

that keeps luxury hotels from 

frequently replacing stolen or broken 

docking stations 

*Samsung’s hospitality displays do not include 

a CMTS server. 

LYNK REACH 4.0 

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 fullservice 

hubs using existing 

infrastructure – LAN, WIFI or Coax 

– to minimize initial investment 

on new infrastructure and 

relevant management cost while 

maximizing customer satisfaction. 

for access to a range 

of custom content, 

applications and 

channels. By implementing the 

Samsung LYNK REACH solution, 

hotels can experience advanced 

features without purchasing 

expensive STBs (set-top boxes). It 

allows you to: 

• Eliminate the manual labor 

involved in room-by-room visits 

to each guest room by using a 

single-location remote solution 

that saves management cost; 

• Offer guests a way to easily 

access content on demand with 

an intuitive user interface (UI); 

• Deliver information automatically 

with service content through the 

LYNK REACH Server; 

• Lower total cost of ownership 

(TCO) by eliminating the need for 

extra equipment and staff 


In The Field 

with David Esseryk 

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

PART 18 

HOW NETWORKING 

TECHNOLOGIES FIT INTO 

THE HOTEL ENVIRONMENT 

MOBILE APPS 

What works in terms 

of promotions, direct 

bookings and CRM 

In this edition’s regular 

instalment from David Esseryk, 

Chief Digital & Marketing 

Officer (e-commerce, customer 

experience, loyalty, brand 

marketing & IT), SEH United 

Hoteliers, the “in the field hotel 

tech expert” takes a closer look 

at the evolution of in-room 

entertainment taking into 

account the changing habits 

of millennials and business 

travellers. 

Mobile is an important travel planning 

and hotel distribution channel; a 

channel that hoteliers must embrace 

to be successful in 2017. One of the 

most notable developments this year is 

that the terms “mobile marketing” and 

“mobile technology” really evolved to 

include not just mobile phones. Tablet 

devices such as the iPad, Samsung 

Galaxy and Google Nexus quickly 

became a significant part of the 

travel planning and booking 

process. To make matters 

even more complicated, 

HOTELIERS 

MUST DELIVER A 

CUSTOMISED, USER- 

FRIENDLY EXPERIENCE 

ON THESE DEVICES BY 

OFFERING A DESKTOP 

WEBSITE, A MOBILE 

while mobile phone 

and tablet devices 

are considered 

“mobile” 

d e v i c e s , 

they should be 

treated as separate 

distribution channels with 

their own respective marketing 

initiatives. 

Hoteliers that recognise there is a 

need to deliver content tailored to 

each device will generate incremental 

revenues, steal market share from 

competitors, improve ADRs and 

RevPARs, and decrease dependency on 

the OTAs in 2017. 

When updating each channel, it is 

important to remember that specialised 

content is needed for each device. 

The on-the-go mobile user requires 

short, slimmed-down content with an 

emphasis on maps and directions, an 

easy to use mobile booking engine, 

WEBSITE AND 

A TABLET 

WEBSITE 

and a click-to-call property reservation 

number. Tablet users require deep, 

visually enhanced content about the 

property and its destination. This is 

one of the main reasons hoteliers 

serve their desktop website content 

on tablet devices today. However, the 

desktop website cannot accommodate 

the touch-screen navigation required 

by tablet devices along with the highres 

photography and highly visual 

presentation necessary to display 

the hotel product in a way that 

users are quickly becoming 

accustomed to on a tablet 

device. The need for a 

website designed 

specifically for 

tablets is clear. 

Once all local 

information across the web 

is accurate, hoteliers should 

begin leveraging the power of 

location, activity, demographic and 

time targeting. 

In 2017, a hotel that only offers a 

desktop website and ignores the user 

experience on mobile devices will 

experience a significant decline in 

revenue year over year. Hoteliers that 

implement the latest technologies and 

best practices in each channel will 

steal market share from competitors, 

decrease dependency on the OTAs and 

generate incremental revenues that will 

improve the bottom line. 

SEE YOU AGAIN IN THE NEXT EDITION

Hotel & Tourism SMARTreport #35

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