Hotel & Tourism SMARTreport #44

cleverdis

THE PROFESSIONAL BUYERS’ REFERENCE

SMARTreport

ELITE TRAVEL TRENDS

#09 / TRENDING SPAS

A MORE HOLISTIC “WELLNESS”

APPROACH IS THE “IN” THING

SPOTLIGHT ON

THE AMERICAS

#21 / INTRA-AMERICAN TRAVEL

BOOSTS GROWTH ACROSS REGION

INNOVATIONS

& TECHNOLOGIES

#33 / HOTELS LOOK FOR

NEW WAYS TO DRIVE DIRECT

BOOKINGS

IT’S ABOUT

BRINGING THE

DREAM OF

RAFFLES ALL

AROUND THE

WORLD.

Jeannette Ho

Vice-President,

Raffles Brand and Strategic

Partnerships

#44 - 2019 AUTUMN EDITION / A CLEVERDIS PUBLICATION


Richard Barnes

Editor-in-chief

richard.barnes@cleverdis.com

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

Hotel & Tourism

SMARTreport #44

2019 Autumn Edition 3

3

FOREWORD

MARKET SENTIMENT REMAINS HIGH

DESPITE SOME TURBULENCE

As we send this edition of the Hotel & Tourism SMARTreport off to the

printers, the market scenario is evolving quite rapidly, leaving many

wondering what the next months and years have in store.

were thrilled to have had a long chat with

the head of the Raffles group, Jeannette

Ho – our feature interview in this edition.

Those who know Cleverdis – publishers

of this work – will know that we are also

publishers of a number of official trade

show dailies – for events such as ITB

Berlin, ITB China (in Shanghai), ITB Asia

(in Singapore), IFTM Top Resa in Paris.

The two most recent, ITB Asia and IFTM

Top Resa, have taken place in the wake

of several major company failures that

have somewhat rocked the industry. Our

feedback at these events has shown that

while no-one can predict what is going

to happen to the global economy, and

consequently to the travel and tourism

sector, what we have been able to

ascertain is that most players continue to

have a positive outlook. All analysts appear

to agree on the fact that people will

continue travelling, and in particular, the

luxury sector remains bullish.

To this end, we were particularly honoured

to have been invited to the official opening

ceremony of Raffles in Singapore, and

In our Elite Travel Trends, we flashback to

the 2019 Virtuoso Travel Week in Las Vegas,

and our regional spotlight on the Americas

reveals destinations and ideas you may not

have considered in the past. Finally, our

Innovations & Technologies section looks

at how guest facing – and staff-facing

technologies – are revolutionising the

industry.

We hope you can gain some valuable

insights from it all!

4 EXCLUSIVE INTERVIEW

4 RAFFLES: BUILDING AN ICONIC BRAND

Jeannette Ho,

Vice-President Raffles Brand and Strategic Partnerships

6 EVENTS

6 WTM LONDON 2019

7 TRAVELLING... AND FEELIN’ GOOD

8 EVENTS CALENDAR

9 ELITE TRAVEL TRENDS

9 A MOVEMENT TOWARDS “CARPE DIEM”

TOURISM

10 IN THE FIELD WITH MARY GOSTELOW

FROM AUCKLAND TO PARIS, TRADITIONAL

SPAS ARE TURNING TO A HOLISTIC WELLNESS

APPROACH

11 TAHOLISTIC WELLFEST – A FOUR-DAY

MISSION TO CLEANSE THE MIND AND BODY

11 WELLNESS TRAVEL NEWS

12 BREAKING THE ICE IN THE SHIPBUILDING

BUSINESS

13 SEABOURN ANNOUNCES “2021 WORLD CRUISE:

EXTRAORDINARY OCEANS”

14 THE GRANDE DAME IS BACK!

16 TRAVEL WEEK: INNOVATIONS, HOT

DESTINATIONS AND AWARD WINNERS

CONTENTS

18 ELITE TRAVEL BOOM CONTINUES

19 RECORD-BREAKING YEAR FOR HILTON

LUXURY

20 ACCOR DELVES EVEN DEEPER INTO LUXURY

20 ELITE TRAVEL BOOM CONTINUES

21 AMERICAS & THE CARRIBEAN

21 INTRA-AMERICAN TRAVEL BOOSTS GROWTH

22 FACT & FIGURES

GROWTH OF 2% IN INTERNATIONAL ARRIVALS

FOR THE AMERICAS IN FIRST HALF 2019

23 BRAND USA MAKES CONCERTED PUSH INTO

EUROPE

24 TRANSPORT

TUI OPENS ROUTE FROM DONCASTER

SHEFFIELD TO ORLANDO

24 MORE SOUTHWEST SERVICES TO HAWAII SET

TO BEGIN SOON

24 DELTA MOVES TO NEW TERMINAL AT

SHANGHAI PUDONG

24 UNITED MAKES GETTING AN UPGRADE

EASIER

25 MASSIVE NEW TRANSPORT PROJECT

LAUNCHED IN LOS ANGELES

25 PROJECT SUNRISE OPENS NEW HORIZONS

26 TRENDING DESTINATIONS

ON TURTLES, BOATS AND YOGA WITH GOATS

27 ORLANDO BUILDS ON REPUTATION AS

LEADING MICE DESTINATION

28 NEW YORK’S REIMAGINED MOMA OPENS TO

PUBLIC

29 NANTUCKET IN THE AUTUMN

29 ST. MARTIN + ANGUILLA – THE FLAVOUR OF

THE SEASON

29 MY NAME IS JAMAICA...

30 PARADISE FOR COLUMBUS... AND FOR

TODAY’S TRAVELLERS AS WELL

31 A PRIME DESTINATION FOR NATURE LOVERS

32 TRENDING HOTELS

PLAYA CATIVO LODGE – COSTA RICA

32 TIERRA PATAGONIA HOTEL & SPA – CHILE

33 INNOVATIONS

& TECHNOLOGIES

33 2020 TREND: HOTELS TO FOCUS ON DRIVING

DIRECT BOOKINGS

34 IN THE FIELD WITH DAVID ESSERYK

DIGITAL CONTINUES TO TRANSFORM THE

CUSTOMER EXPERIENCE

35 SOLVING THE WI-FI HEADACHE

36 NEW LOOK, NEW APPS

38 LEVERAGING TECHNOLOGY & HUMAN

TOUCH ACROSS ALL DEPARTMENTS


EXCLUSIVE INTERVIEW

The Long Bar at the Raffles in Shenzhen, China

RAFFLES: BUILDING

Jeannette Ho, Vice-President, Raffles Brand and Strategic Partnerships,

Raffles’ Jeannette Ho is tasked with protecting, and developing the

world-renowned Raffles brand. The first hotel was established by

Armenian hoteliers, the Sarkies Brothers, in 1887 and named after

Sir Thomas Stamford Raffles, the British founder of Singapore. In recent

years the brand has gone global under the French Accor group and today,

exclusive hotels carrying the Raffles name – and ethos – exist all over the

world. We asked Jeannette Ho about the evolution of the brand.

Jeannette Ho

Vice-President,

Raffles Brand and Strategic

Partnerships

It's a very exciting time for the brand and

we are seeing great momentum. This

year we opened the Raffles in Shenzhen

and Raffles Maldives Meradhoo – which

has over-water rooms, and has very rich

marine life. And then we followed up

with the reopening of the iconic Raffles

in Singapore. We’re looking to double our

portfolio of 14 to 28 hotels in the next

three years. In April next year, you will see

the opening of Raffles Bali, an exquisite

resort dedicated to wellbeing, followed by

the Raffles Udaipur, a magnificent palace

hotel on a pristine lake in India.

Is the history behind the new Raffles

hotels as important as that of its

Singapore flagship?

It’s very important for us to be faithful

to the Raffles DNA, yes. Last year we

WE ARE VERY

MUCH ABOUT

PROVIDING EMOTIONAL

LUXURY

opened the Raffles Europejski Warsaw.

That, back in the 19 th century was the

most beloved hotel in Europe, so we are

very excited to bring it back to Poland at a

time when Warsaw itself is going through

a renaissance as a city. At the Europejski

we have brought back a 160-year-old

“Lourse Patisserie”; so many people say

“Oh I remember my Grandfather used to

bring me here”. It’s where all the locals and

luminaries used to come together.


Hotel & Tourism

SMARTreport #44

2019 Autumn Edition 5

5

WE’RE

LOOKING TO

DOUBLE OUR

PORTFOLIO OF 14

TO 28 HOTELS IN

THE NEXT THREE

YEARS.

Raffles Europejski Warsaw, Poland

AN ICONIC BRAND

talks about the past, present and future of the brand

For me personally, I am particularly excited

about our upcoming opening in London,

which is a transformation and careful

restoration of a beloved British heritage

building, that has never been open to

the public before, so it's quite a lot of

responsibility to be restoring and bringing

this property back to world travellers and

the British population.

My role as steward of the brand is really to

ensure that its DNA is intact through every

individual property. It’s about bringing the

dream of Raffles all around the world.

Because it’s not just opening a hotel; the

Raffles owners have a very specific vision

that they have in mind when they take on

a new Raffles property. So, whether it’s

in Shenzhen, where they are bringing a

new product and a new level of service

that the city hasn’t seen before; or

Boston, where we have a new build in the

historical heart of this iconic American

city, it's very much about assuring that

the Raffles DNA is kept throughout all the

different properties, but also, to keep up

with trends and the times.

What current trends have you

identified that fit with the Raffles

brand?

The area of wellbeing has evolved from

niche trend to a core offering that guests

want and expect. And for Raffles, we are

very much about providing emotional

luxury. So our wellbeing concept is about

emotional wellbeing. It has three core

pillars: Harmonious Design, Nutrition

for Pleasure and Rituals for Serenity. We

know that sleep is very important so what

is the whole journey before you sleep?

And when you wake up, how do you reenergise?

So everything from lighting to

music to the food that you eat, to reading

materials, to scents and aromatherapy

oils. And how your butler will personalise

your journey for you with your bath.

What has Accor brought to the brand?

The main thing Accor has brought to

Raffles is the development pipeline,

providing us with a strong distribution

network. Also, very importantly, the new

ALL loyalty programme from Accor –

Accor Live Limitless – which allows the

Raffles brand to have easy access to a

much broader group of luxury travellers.

We see our French market as very much a

feeder market, naturally growing, and we

are seeing more of our European markets

growing stronger.

Tell us about the grand re-opening of

Raffles Singapore.

In Singapore’s bicentennial year, we have

done it as a community event and all the

proceeds from that day will be given to

various charities across Singapore. The

re-opening is very important for us – it

was one of the most anticipated events

in travel and it allowed us to pay homage

to our flagship. But it’s also the timing

that was important, because shortly

after is the reopening of the Raffles in

Siem Reap – near Angkor Wat – which

itself is going through restoration, as is

the one in Phnom Penh. So, in October,

both properties are coming back after

restoration. And we’ll have a new global

brand campaign that’s going to come out

in Q1 2020


EVENTS

WTM LONDON 2019

Top industry speakers lined-up for a leading global event

World Travel Market

2018, ExCeL London

-The team that brings

you World Travel Market

A leading global event taking place between 4 – 6 November 2019 at

ExCeL London, WTM has lined-up esteemed speakers including the

President of Hilton Hotels in the EMEA region, a top easyJet boss and the

CEO of Virgin Atlantic.

Following on from last year’s successful

introduction of the Regional Inspiration

Zones, WTM London 2019 will continue

to host a varied selection of informative

sessions in each of the areas.

On the opening day of WTM London

(Monday 4 November), the Global Stage

will play host to a panel discussion

moderated by the Telegraph’s Deputy

Head of Travel, Ben Ross, focusing on

the current state of UK Travel Markets

and what to expect in 2020. Speakers

will discuss what they think the key

factors developing the travel trade will

be heading into 2020 and will highlight

the new possibilities for the industry.

Speakers such as Jo Rzymowska, VP

and Managing Director of Celebrity

Cruises, Caroline Bremner, Head of Travel

at Euromonitor and Neil Slaven, UK

Country Director of EasyJet. They will all be

sharing their views and addressing issues

from consumer confidence to changing

holiday preferences and the ever-present

effect of Brexit.

On Monday afternoon, visitors will have

the chance to listen to Simon Vincent

OBE, the Executive VP and President of

Europe, Middle East & Africa for Hilton

Hotels. As a crucial part of the travel and

tourism industry, Simon will be expressing

his views on the future of both Hilton and

the hotel industry in general.

Tuesday’s schedule will include the

Ministers’ Summit hosted by the UNWTO’s

Secretary General, Zurab Pololikashvili,

providing a practical platform for tourism

leaders in the public and private sectors

to share best practices and create new

innovative perspectives for the travel

sector. The session will run for two hours

and include a networking opportunity.

Later in the day, Shai Weiss, the CEO

of Virgin Atlantic will be talking to John

Strickland of JLS Consulting on the

European Inspiration Zone stage. Virgin

Atlantic is taking off in a new direction

this year with a new CEO and ownership

structure so this interview will provide a

fascinating opportunity for the audience

to understand how they plan to compete

in the airline industry over the coming

decades.

Wednesday will host World

Responsible Tourism Day. The event

schedule is filled with specific talks

designed to benefit all sectors of the

industry. Travel Perspective will be taking

over the Global Stage in the afternoon to

host a talk focusing on the past 40 years

of travel and what we have learned from

this, which will assist in plans for the

future of the industry


Hotel & Tourism

SMARTreport #44

2019 Autumn Edition 7

7

ILTM 2018

Red Carpet

TRAVELLING… AND FEELIN’ GOOD

Wellness again a key topic of interest at ILTM Cannes

If you’re into luxury, luxury travel

and/or lifestyle products and

services, you can travel the world

in only 3 days at any ILTM event.

Key C-level management of the

world’s leading luxury travel

brands are often onsite, as are the

newest openings and most exciting

experiences – it’s as much about

networking as it is about finding

stories and feature ideas.

This year at ILTM, one of the major points

of discussion will surely be the release of

the organisation’s new report on the new

generation of health and wellness travel in

APAC.

We all read the headlines about the global

wellness industry being “worth US$4.2

tn”. But besides the big numbers, what is

the health & wellness mindstyle of luxury

travellers in APAC? Where do the shortfalls

of the hospitality industry lie and what are

the opportunities? This report, researched

by Reuter: Intelligence in partnership

with ILTM, has taken a deep dive into

the world of wellness, looking among

sustainability, spa, dining, mental health,

social media, and many more, to answer

these questions and find out where each

sector is heading.

Introducing the report, released this

summer, Alison Gilmore, Portfolio Director,

ILTM said, “It wasn’t so long ago that

the term FIT traveller was new, after a

complete overhaul in the way most people

choose and book destinations, FIT gave

us the language we needed to talk about

a new segment of traveller who had a

desire to avoid mass tourism in favour of

an individualized, independent approach,

exploring destinations on their own and

at their own pace, with an emphasis on

enjoying the local food, architecture,

history, and culture. Given the diversity

and fluidity of the APAC region, the tastes

and demands of travellers change rapidly.

But with ambivalence circling the luxury

market, knowing what to expect in terms

of new concepts and desires is vital. So,

what is coming next? Today, wellness is

a $4.2tn dollar industry and health and

wellness is a crucial aspect in the lives of

many luxury travellers, however, this is

not simply a lifestyle trend, this is a whole

new category of traveller. That’s why, in

partnership with Luxury Conversation,

we’re doing a deep dive into an aweinspiring

new segment. This report is

packed full of actionable insights that

we hope you will find both timely from a

strategic perspective, and fascinating from

a personal one. One thing is for certain;

things are changing and they are changing

fast. But armed with the right data and

the right interpretation, no other industry

is better placed to capture and serve this

explosion of need.”

It’s just one of the key trends to follow this

year at ILTM Cannes!


EVENTS

Working with influencers

at WTM London 2018

EVENTS CALENDAR

28-29 OCTOBER 2019

Belgium Travel Expo

Jeux d’Hiver, Brussels, Belgium

www.btexpo.com

30 OCTOBER - 1 NOVEMBER 2019

ILTM China

Shanghai Exhibition Centre, Shanghai,

China

www.iltm.com/china/

1-2 NOVEMBER 2019

International Tourism and Investment

Conference (ITIC)

InterContinental London Park Lane,

London, United Kingdom

https://itic.uk

4-6 NOVEMBER 2019

World Travel Market

- WTM London

ExCeL London, Royal Victoria Dock,

London, United Kingdom

http://london.wtm.com

7-10 NOVEMBER 2019

The Luxury Travel Fair

Olympia, London, United Kingdom

www.luxurytravelfair.com

5-6 NOVEMBER 2019

IHTF Asia (International Hotel

Technology Forum)

Resorts World Sentosa, Singapore

www.arena-international.com/ihtfasia

12-14 NOVEMBER 2019

Hospitality Qatar

Doha Exhibition and Convention Center

(DECC), Doha, Qatar

www.hospitalityqatar.qa

12-13 NOVEMBER 2019

HITEC Dubai

Festival Arena, Festival City Dubai, Dubai,

UAE

https://www.hftp.org/hitec/dubai/

12-13 NOVEMBER 2019

Future Travel Experience Asia Expo

Maryna Bay Sands Expo and Convention

Centre, Singapore

www.futuretravelexperience.com/fteasia/

17-20 NOVEMBER 2019

loop Switzerland

The Chedi Residences and The Radisson

Blu Hotel, Andermatt, Switzerland

www.loop-luxury-fair.com/en/loopswitzerland

18-20 NOVEMBER 2019

HTNG European Conference

Fairmont Monte Carlo, Monaco

www.htng.org/page/EC_2019

19-20 NOVEMBER 2019

Sleep + Eat

Olympia, London, United Kingdom

https://www.sleepandeatevent.com

19-21 NOVEMBER 2019

GBTA Conference

Messe München Conference Center Nord,

Munich, Germany

http://europeconference.gbta.org

19-21 NOVEMBER 2019

IBTM World

Fira Barcelona, Barcelona, Spain

www.ibtmworld.com

27-29 NOVEMBER 2019

PATA Destination Marketing Forum

Renaissance Pattaya Resort & Spa, Pattaya,

Thailand

www.pata.org/pdmf/

2 DECEMBER 2019

American Group Travel Awards

Eden Roc, Miami Beach, Florida, USA

www.americangrouptravelawards.com

2-5 DECEMBER 2019

Signature Travel Network Annual Sales

Conference

Mandalay Bay Hotel Conference Center

Las Vegas, NV., USA

www.signaturetravelnetwork.com

2-5 DECEMBER 2019

International Luxury Travel Market -

ILTM Cannes

Palais des Festivals et des Congrès, Cannes,

France

www.iltm.com/en/cannes/

3-4 DECEMBER 2019

INSPIRE ‘19

Four Seasons, Miami, Flortida, USA

www.luxuryconference.org

4-5 DECEMBER 2019

Hotel Technology Innovation Summit

(HTIS)

Dubai, United Arab Emirates

https://brainlinx.com/conference/Second-

Hotel-Technology-Innovation-Summit/index

4-6 DECEMBER 2019

4th UNWTO Global Conference on

Wine Tourism

Valle de Colchagua, Chile

www2.unwto.org

22-26 JANUARY 2020

FITUR

Feria Madrid, Madrid, Spain

www.ifema.es

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ELITE TRAVEL TRENDS

Hotel & Tourism

SMARTreport #44

2019 Autumn Edition 9

9

A MOVEMENT TOWARDS

“CARPE DIEM” TOURISM

Luxury travellers in 2020 will be

more than ever seizing the day and

prioritising trips, powered by the

belief that customised experiences

are the best investment of their

money and time, according

to the latest Virtuoso Luxe Report.

“Carpe diem” travel is fuelling

the desire to savour as many

new destinations and exciting

experiences as possible in more

authentic ways. While travellers

still want to journey in comfort,

the new definition of luxury

is personalised adventures

shared with family and

friends. The Luxe Report

unearthed six trends

highlighting

how

upscale globetrotters continue to

assert their influence in the travelsphere

for 2020.

• Untouristed and

Unexpected: With some favourite

destinations seeing an untenable

rise in demand, the well-travelled

luxury set is seeking remote,

unspoiled destinations to avoid

crowds at over-touristed locales.

• Country Coupling: Trips that

mix locales are trending, especially

ones with surprising combinations.

• Tasty Travels: Culinary travel has

transcended “trend” to become

its own niche, with amazing

food and drink now considered

essential to any trip.

• Group Getaways: Gen X-ers,

Boomers and even Matures are

traveling to bond with friends and

others who share their passions

or are at the same life stage.

• EQ Encounters: Today’s

traveller is seeking more

profound experiences leading to

increased emotional intelligence.

Pushing beyond their comfort

zone combined with genuine

interaction among locals

provides travellers with a deeper

appreciation for the people and

cultures they encounter.

• Enjoying the Journey: Embracing

the philosophy that the journey is

half the fun, upscale voyagers are

using exclusive services including

meet-and-greets planeside to

avoid the stress of changing

terminals, locating gates or

waiting in customs lines.

In this chapter, we also bring you

news of some of the other key

trends in the sector.


ELITE TRAVEL TRENDS

In The Field

with Mary Gostelow

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

PART V

SPAS

FROM AUCKLAND

TO PARIS,

TRADITIONAL

SPAS ARE

TURNING TO

A HOLISTIC

WELLNESS

APPROACH

Your clients are looking to stay or get

healthy? In this edition’s “In the Field”,

luxury travel guru, Mary Gostelow explains

that the new approach is less pampering

and more detox.

Going back nearly 200 years, the word

“spa” implied a mineral spring considered

to have health-giving properties for the rich,

the royals and some who were physically

afflicted. There are still such destinations

but generally the word “spa” in smart

travel has been debased. In Auckland, for

instance, Langham’s Cordis Hotel finds

the word “health” is top of everyone’s

list: harmony massages combining

flow relaxation with therapeutic

acupressure are hot, according to

hotel GM Franz Mascarenas.

“In Paris, no chic

influencer would

come here for

a basic facial or

massage as they

all have their own

favourites who sometimes

come to their homes. We

noticed this about three years

ago and every year it becomes more

obvious. These opinion leaders do,

however, come to our MyBlend by Clarins

facility to discuss personal programmes

covering nutrition, weight-loss and

exercise”, says Aaron Kaupp, GM of Le

Royal Monceau-Raffles Paris. The hotel’s

subterranean wellness facility, which has

225 outside members for its 28-metre pool

and Technogym, is a dreamy white cocoon,

with MyBlend by Clarins counter staff who

really seem to know their stuff.

Wellness trends change fast (Peloton

bikes are killing last year’s massed cycling

workouts in gyms). “Today is bespoke

holistic. Customers want concrete results

rather than pampering. They come for

Cinq Mondes treatments combined with

nutrition, for which read detox, and fitness”,

explains Oleg Kafarov, VP Marketing for

Emerald Palace Group, owner of Emerald

BEYOND

THE SPA, THE

FUTURE IS ABOUT

WELLNESS

Palace Kempinski, Dubai. Wherever, it

does seem that recommended brands

rather than home-grown concoctions are

the winners. Hotel Martinez, Cannes, part

of Hyatt’s Unbound portfolio, works with

Israeli specialist L. Raphael: regulars return

for her OxyPeel and OxyCure C treatments

- high-pressure oxygen jets infused with

vitamins. The Corinthia Hotel London finds

great following for its Dr Barbara Sturm

range of molecular cosmetics, from

Dusseldorf. Colombian Tata

Harper is another name to

watch: her products are

found at Oetker’s Hötel

Bristol, in Paris, and

at Four Seasons

Hotel at the Surf

Club, ten minutes’

drive north of Miami

Beach.

Coincidentally, in this what

goes around comes around

world of the spa movement, it is in

the USA that we are seeing a return,

albeit limited, to hot springs. Both Castle

Hot Springs in Arizona and Dunton Hot

Springs, in Colorado, offer ranges of hotto-hotter

natural springs, plus magnificent

hiking, in resorts that stress authentic

hospitality of settlers past. And health

enthusiasts understandably drive up to

four hours to the adult-only no-reservation

Glen Ivy Wellness Retreat in the middle of

California. Every day 800 enthusiasts spend

hours, sometimes covered in wellness mud,

in 19 hot-spring pools, and occasionally

pumping iron and having facials. It’s owned

and managed by Bangkok-based GOCO

Hospitality, whose German boss, Ingo

Schweder, is arguably global trendsetter

when it comes to the spa world.

SEE YOU AGAIN IN THE NEXT EDITION


Hotel & Tourism

SMARTreport #44

2019 Autumn Edition 11

11

Edgewood Tahoe,

Stateline, Nevada, USA

WELLNESS

TRAVEL

NEWS

Spas around the world are breaking

new ground. In California, reservations

are being accepted for Napa Valley’s

first Four Seasons Resort which, when

it opens January 2020, will offer

healing vapour steam pods in which

hammocks are suspended over geothermal

pools.

TAHOLISTIC

WELLFEST – A FOUR-

DAY MISSION TO

CLEANSE THE MIND

AND BODY

Edgewood Tahoe is creating a

mindfulness mecca with its fourday,

three-night festival in October,

featuring a wellness village,

workouts with celebrity trainers,

nutrition and sleep sessions. Set

along the shoreline of South

Lake Tahoe and at the foot of

the Sierra Nevada mountains, the

destination resort is calling in some

big names for Taholistic Wellfest

including Gwyneth Paltrow’s

fitness guru Tracy Anderson and

Harley Pasternak – nutritionist and

trainer to Kim Kardashian and Lady

Gaga. "Taholistic Wellfest is the

natural progression to our wellness

programming which already includes

our expansive spa, daily mountain

mindful yoga, an après sleep cart,

and our gemstone spa treatments,"

said General Manager Corinna

Osborne. "Edgewood Tahoe makes

it a mission to anticipate guest's

needs, lead hospitality trends and

answer consumer demands with

elevated offerings before anyone

even asks. We are cultivating a

community that revels in the balance

we strike between a wellness

forward lifestyle paired with laidback,

lakefront luxury." The festival

itinerary features daily workshops

and panel discussions moderated

by health and fitness specialist

Mitzi Dulan, and will also feature

reiki and energy-healing along with

panels discussing topics including

the power of positive thinking and

hypnotherapy. The festival took

place October 17-20

In the Himalayas, a new 10-day travel product

from andBeyond allows travellers to immerse

themselves in the spiritual heartland of

Bhutan. The Bhutan Yoga Retreat Small Group

Journey combines yoga, meditation, hiking,

healing and holistic sightseeing.

Similarly spiritual, the Viceroy Riviera Maya in

Playa Del Carmen, Mexico has its own resident

Mayan shaman who has created a signature

treatment, Hunan-Kab, which incorporates

honey harvested from the resort’s own bees.

The medicinal honey is applied using herb

compresses soaked in a special tea before

guests enjoy a massage in nature next to a

waterfall

Despite its location tin the heart of Barcelona’s

busiest tourist sector, guests of Almanac

Barcelona can find their peace with a new Wine

Therapy treatment: a 90-minute body ritual

which includes a peel, wrap and massage, all

infused with the antioxidant properties found

in grape extracts. This is complemented by

early morning yoga and breathing classes on

the rooftop


ELITE TRAVEL TRENDS

THROUGHOUT THE YEARS,

WE HAVE BEEN THE FIRST TO

EXPLORE NEW WATERWAYS IN

EUROPE, BUT ALSO TECHNICALLY

WE ARE AN INNOVATIVE BRAND,

INVESTING IN MAKING OUR SHIPS

BETTER

Arno Reitsma

Founder and CEO, Scylla AG

BREAKING THE ICE IN

THE SHIPBUILDING BUSINESS

Arno Reitsma, Founder and CEO of Swiss luxury river cruise shipbuilder

Scylla AG, spoke to Hotel & Tourism SMARTreport about the evolution

of the cruise market in Europe, and the health of Scylla’s business.

River cruising is growing year on year and

has evolved from an upcoming sector to a

mature sector. Looking at the forecasts, the

tourist sector is predicted to grow in the

coming years. River cruising is exceeding

these general numbers. Being the most

convenient way of travelling, discovering

different places in a limited time span,

without packing and unpacking, the

potential for our sector is big. Growth

areas include: origin of guests, new areas

to sail, diversification of the product and

diversification of guests’ ages.

How has Scylla has been evolving - any

new vessels or routes?

To address the growth of the sector, Scylla

builds three new ships yearly. Our latest

new ships are the MS Anna Katharina and

the MS Andorinha. This new ship takes

Scylla into new territory: it will be our

first ship on the Douro river in Portugal.

Additionally, we have also purchased

our first sea-going vessels which will

start operating in 2021. The former MS

Bremen will be sailing the Scylla flag as MS

Seascape.

What are the key assets of the MS

Seascape?

The ship operates in the highest iceclassification,

meaning it has the ability

to go to the most difficult sailing regions

around the poles. Grand yet intimate,

with space for 164 passengers, the ship is

similar in hotel operations to our existing

fleet of river cruises. Because of this,

we can further build on our experience

in offering qualitative, luxurious and

personal travel experiences.

What would you say are the three key

selling points of Scylla overall?

Scylla creates products custom-built

for its clients, taking care of the full

value chain from ship design, build,

nautical operations, to hotel operations,

sailing routes, docking and excursions.

Everything we do is from a partnership

perspective, tailored to the needs and

wishes of our clients.

Being a family-owned company, we also

highly value the importance of longterm

relationships based on experience

and trust. We have worked with the

same group of suppliers for years, which

helps create operational and qualitative

excellence. Throughout the years, we

have been the first to explore new

waterways in Europe, but also technically

we are an innovative brand, investing in

making our ships better, generation after

generation

SMARTreport Commercial Content


Hotel & Tourism

SMARTreport #44

2019 Autumn Edition 13

13

SEABOURN ANNOUNCES

“2021 WORLD CRUISE:

EXTRAORDINARY

OCEANS”

Seabourne has announced a 140-day 2021 World Cruise: Extraordinary

Oceans, featuring stops at 60 ports in 32 countries on 6 continents.

It will be a remarkable opportunity for

guests to experience one of the world’s

great travel adventures in style. The cruise

is set to visit 60 ports and destinations

in 32 countries on six continents with

unforgettable experiences to engage and

enjoy along the way.

Scheduled to depart Miami on January 3,

2021, the World Cruise will sail east-towest

visiting Central America, the west

coast of South America, the islands of

the South Pacific, Australia, Indonesia,

and Africa, before ending in Barcelona,

Spain, on May 24, 2021.

The new World Cruise itinerary is the

work of Tim Littley, Seabourn’s Senior

Director of Itinerary Planning, who

designed it with “differentiation” in

mind. “I wanted this World Cruise

to be exploratory in nature, focused

thematically on alluring destinations and

experiences that are a blend of sought

after favourites combined with other

smaller, quaint ports that are perhaps a

bit unknown to some,” Littley said.

As the name of the World Cruise

implies, Seabourn Sojourn will cross two

great oceans – Pacific and Indian – as

well as traverse the Atlantic Ocean along

the coast of Africa. The 140-day voyage

will include 10 overnights and linger late

into the evening in 16 ports, offering

guests ample opportunities to explore

these fascinating destinations in depth


ELITE TRAVEL TRENDS

THE GRANDE DAME

IS BACK!

An emotional moment – as Raffles Singapore officially reopens

“This is the best hotel on the planet”

… When Accor group Chairman

and Chief Executive Sébastien

Bazin delivered his speech at the

official reopening ceremony of

Raffles Singapore, that was how he

described this place – to a hearty

round of applause from the VIPs

present for the intimate lunchtime

event.

Top Accor group executives, along with the

interior design team from Champalimaud

design in New York, leading executives

from Katara Hospitality, and a handful

of local and international hospitality

industry VIPs were present for the opening

ceremony at 11am on 18 October, 2019.

First opened in 1887, and declared a

National Monument a century later by the

Singapore Government in 1987, Raffles

Singapore has through the years, gained

both local and international recognition

as an oasis for the well-travelled. It is a

national treasure among Singaporeans

who deeply value its historical significance

and unique heritage. The last restoration

was conducted from 1989 to 1991 where

the hotel closed for two and a half years.

After a traditional lion dance and ribboncutting

ceremony, the hotel’s new

General Manager, Christian Westbeld

addressed the gathering, stating, “Raffles

hotel is built on 132 years of heritage,

iconic architecture, charm, story-telling,

community leadership, and a reputation

for continuously reinventing ourselves. No

other hotel in this part of the world is so

closely connected to its destination and

community as Raffles.”

Speaking of the massive restoration project

launched by Katara Hospitality, Westbeld

said, “At the heart of this plan was a vision

to preserve what Raffles Hotel stands for;

at the same time to elevate comfort levels

of guests and create unparalleled levels of

service and luxury.”

IT’S BEEN

AN AMAZING

JOURNEY TOGETHER,

AND WE ARE

SO PROUD TO

RETURN RAFFLES

SINGAPORE


Hotel & Tourism

SMARTreport #44

2019 Autumn Edition 15

15

Sébastien Bazin

Chairman and Chief Executive, Accor Group

Christian Westbeld

General Manager, Raffles Hotel Singapore

Andrew Humphries

Chief Operating Officer, Katara Hospitality

Andrew Humphries, Chief Operating

Officer for Katara Hospitality, stated, “It’s

been an amazing journey together, and we

are so proud to return Raffles Singapore,

this unique property, to its rightful place

as a true icon of Singapore. We only have

to look around ourselves to see what a

singular vision and collective effort has

brought. It’s truly an inspiring result. As

a hotelier, I have always seen Raffles as

one of the most important, if not the most

famous hotel in the world. And for me

to be standing here today, amongst you,

and amongst the team that have built this

hotel, it is a true privilege and a humbling

experience.”

Accor Chairman and CEO Sébastien Bazin

addressed the attendees, but in particular

the hotel staff present, stating, “Accor

only exists because there are 300,000

people working every day to welcome

guests. Here it is very easy. Accor, as large

as we are, as powerful as we can be, we

are only a caretaker. This property has

been in the hands of Katara hospitality.

They have spent millions in protecting

and enhancing this story, this property,

at its best. The relationship between

Katara Hospitality and Accor has

been long lasting: a very trusting and

exceptional relationship.”

Mr Bazin went on, “All of you here, next

to me, we do the exact same job, in a

different position. I am no better and no

worse than any of you. The one thing

you have to do… you are my smile, and

the smile of Singapore. It is through your

hands that every day you are going to give

that little bit of emotional, memorable

experience, through soft hands, soft skin…

smiling. That’s what people remember.”

The Accor group CEO received a huge

round of applause when he stated, “This

is the best hotel on the planet. When you

come into this property, the first thing that

happens to you is a sense of humility. You

are in the hands of something much larger

than any of us individually. You pay respect

to 132 years. There is only one wish. To

make sure that people in 100 years will

have the same amount of emotion, the

same experience… and you being with

me polishing that diamond. Don’t ever cut

it. Leave it as it is.”

When we asked Mr Bazin, after his

speech, what qualities he thought gave

YOU ARE IN

THE HANDS OF

SOMETHING MUCH

LARGER THAN ANY

OF US INDIVIDUALLY

the Raffles his title of “best in the world”,

he said, “Longevity, purity, grandiose…

it is something very rare. It is exceptional

beauty that is very elegant; there is nothing

flashy. It doesn’t impress people. You just

believe you are entering something in

which you have to be very careful. It is like

a diamond.”

The meticulous restoration led by

acclaimed interior designer Alexandra

Champalimaud was also supported by

Aedas, a leading global architecture

and design firm. Together, the

designers created a refreshed social haven

that delivers a compelling mix of culture,

beauty and gentility. Ms Champalimaud

and the two partners who were dedicated

to this project Ed Bakos and Jon Kastl,

were present at the opening


ELITE TRAVEL TRENDS

TRAVEL WEEK: INNOVATIONS,

AWARD WINNERS

Virtuoso predicts solid growth for 2019 – with cruises

Driven by a culture of innovation and the need to serve its member agencies,

leading luxury travel network Virtuoso has unveiled enhancements to

an array of programmes and initiatives. The announcements took place

during the 31st annual Virtuoso Travel Week in Las Vegas, which achieved

a record attendance (up 7% - to 6,515 professionals from 107 countries).

Key areas of innovation included

professional development, with Virtuoso’s

award-winning and diverse programme

thriving via its Virtuoso Travel Academy

portal. There were also advisor tools, new

programmes and advances in technology

and innovation. The network’s first

Technology Innovation Summit was held

during Virtuoso Travel Week, exploring

how new technology can impact the travel

industry and positively affect the advising

profession.

The Virtuoso network currently

encompasses over 1,000 agency locations

with more than 20,000 advisors in 50

countries, accounting for over US$26.4

billion in annual sales, making Virtuoso a

powerhouse in global luxury travel. 2019

sales are forecasted to grow overall by

10.9%, with cruise sales strong.

To better service its members, Virtuoso

devised a Communities strategy, which

is flourishing, with six communities:

Adventure, Voyages, Wellness, Family and

this year’s newcomers, Culinary and Ultraluxe.

Interest and participation continues

to grow, with a 35% increase this year to

3,295 advisors and a 75% increase to 262

partners. New for 2020 will be Virtuoso

Celebration Travel, covering everything from

destination weddings and honeymoons to

birthdays, anniversaries and other milestone

events.

Virtuoso also provides insightful research

into trends across the travel industry. During

Virtuoso Travel Week, for example, it

revealed the most popular fall and holiday

destinations for Upscale Americans, based

on data from future bookings. “With such

a diversity of destinations and experiences

at home, Americans increasingly choose to

travel domestically for the holidays,” said

the Virtuoso Luxe Report. “Europe’s appeal

as a summer destination extends into fall,

with five countries in the top ten. Italy,

France and Germany repeat from last year;

the latter is popular with river cruisers for its

Christmas markets.

Two other favourites, South Africa and

Israel, repeat from last year’s list, beckoning

families seeking trips of a lifetime.”

In addition, Virtuoso’s research reveals that

US travellers are seeking adventures in lessvisited

destinations from Latin America

to the Middle East to off-the-beatenpath

Europe during the fall and holiday

season. Countries that have experienced

the largest increases in year-over-year

bookings include: Uruguay, the Maldives,


Hotel & Tourism

SMARTreport #44

2019 Autumn Edition 17

17

© 2019 Four Seasons

WITH SUCH A DIVERSITY

OF EXPERIENCES AT HOME,

AMERICANS INCREASINGLY

CHOOSE TO TRAVEL

DOMESTICALLY FOR THE HOLIDAYS

The Bellagio hotel, Las Vegas,

Nevada, USA

The Four Seasons George V Paris, France

– Virtuoso’s Hotel of the Year

HOT DESTINATIONS AND

among the top performers

Malta, Romania, Egypt, Puerto Rico,

Rwanda, Qatar, South Korea and Norway.

“US travellers are seeking adventures amid

the fairy-tale castles of Romania, historic

sites of Malta and fjords of Norway,” said

the Report. “Uruguay’s award-winning

wineries, pleasant climate, and adventure

opportunities make it a sought-after

destination for the season. The Middle

East remains popular, with Egypt and Qatar

enticing visitors with less-explored cuisines,

bustling markets, and desert excursions,

while Puerto Rico and the Maldives provide

retreats for relaxation-focused travellers.”

On the Awards front, Virtuoso feted 18

destination, cruise and lifestyle partners

with awards for their products and service

as well as their collaboration with network

members. Winners were announced during

Virtuoso Travel Week and included: Best

Tour Partner, Belmond Trains & Cruises;

Destinations & Experiences Ambassador of

the Year, Javier Echecopar, Abercrombie &

Kent US; Destinations & Experiences Partner

of the Year, Made for Spain & Portugal;

Best Multi-Generational Programme –

Cruise, Royal Caribbean International;

Best Culinary Experience – Cruise, Oceania

Cruises; Most Luxurious Guest Experience

– Cruise, Crystal Cruises; Best River Cruise

Line, AmaWaterways; Best Expedition

Cruise Line, Silversea Expeditions; Best

On-Site Partner, Calvados Club Luxury

Travel – Croatia; Tourism Board of the Year,

Switzerland Tourism.

In addition, the Alliance Partner Awards

recognised eight exceptional preferred

destinations and lifestyle partners. These

were: Most Engaged Tourism Board – US/

Canada, Tourism Australia; Most Engaged

Tourism Board – Global, Visit California;

Most Innovative Alliances Partner, El Corte

Ingles; Most Comprehensive Advisor

Programme, Austrian Tourist Office; Hottest

Destination of the Year, Slovenian Tourist

Board; Top Destination of the Year, Italian

National Tourist Board; Virtuoso Alliances

Ambassador of the Year, Elisabeth Hakim,

PromPeru; Lifestyle Partner of the Year,

Galeries Lafayette Paris.

Finally, Virtuoso’s coveted Best of the Best

Awards honoured the year’s top 10 hotels

and hoteliers in categories ranging from

best wellness programme to best dining

experience. Four Seasons Hotel George

V triumphed with the most prestigious

prize: Hotel of the Year. “The exceptional

contributions of these Best of the Best

winners are emblematic of the calibre of

creativity, service and guest experiences that

are the hallmark of the Virtuoso Hotels &

Resorts programme,” said Albert Herrera,

senior vice president of Global Product

Partnerships for Virtuoso. “Every year

our winners raise the bar even higher for

global luxury hospitality, and we are proud

to honour their accomplishments while

expressing gratitude for the inspiration they

provide.”


ELITE TRAVEL TRENDS

ELITE TRAVEL BOOM

CONTINUES

Luxury tourism continues to outgrow industry at large

According to a new report published by Allied Market Research the

global luxury travel market is expected to generate $1,614 billion by 2026,

growing at a CAGR of 7.9% during 2019–2026.

The report, titled "Luxury Travel Market -

Global Opportunity Analysis and Industry

Forecast, 2019-2026," indicates that

in 2018, North America and Europe

collectively accounted for around 63% of

the overall market revenue.

Increase in preferences of travellers toward

unique, premium and exotic holiday

experiences, rise in disposable income of

middle and upper middle group, and the

increase in impact of social media platforms

on travel and tourism industry are the

key factors driving the revenue growth

of the market. Emergence of new tourist

destinations and increase in standards of

service providers in these destinations are

anticipated to further increase the overall

demand for luxury travel.

The adventure and safari segment

accounted for about 43% of the overall

luxury travel market share, by tour type in

2019, as this is identified as the popular

vacation option among young and middle

age group travellers. Culinary travel

and shopping segment would witness

the fastest luxury travel market growth,

registering a CAGR of 9.7% during the

forecast period. An increase in number

of luxury travellers are indulging in these

tours as they enable these travellers to

experience the finest local delicacies

and also buy some of the most exquisite

handicrafts. These trips are getting popular

among travellers of all age groups,

especially the millennials (21-30 years).

Strong purchasing power and search

for exclusivity with high comfort are the

major factors promoting the demand for

luxury travel activities by absolute luxury

travellers. It has been identified that the

absolute luxury travellers take at least 3-4

luxury trips per year. Among the luxury

traveller types, the absolute luxury traveller

segment is projected to grow at a CAGR

of 8.1% during the forecast period (2019-

2026).

Regionally, Asia Pacific’s luxury travel

market would exhibit the fastest growth

owing to the increase in spending on

infrastructure building across leading travel

and tourism destinations. India is estimated

to register CAGR of 15.5% from 2019

to 2026. This significant growth in the

country is attributed to active participation

of service providers, social communities

and government authorities in luxury

tourism services. Europe and Caribbean

countries would continue to be the most

preferred luxury travel destinations for the

travellers.

The most popular luxury travel destinations

in Europe are identified as Germany and

Italy. Whereas, Paris is the world’s leading

metropolitan destination for luxury

tourism, which witnesses nearly 17-18

million international arrivals yearly

The Royal suite at the

Four Seasons Hotel Firenze, Italy


Hotel & Tourism

SMARTreport #44

2019 Autumn Edition 19

19

The Conrad Hangzhou Tonglu hotel, China

RECORD-BREAKING YEAR

FOR HILTON LUXURY

Announcement by Hilton CEO Chris Nassetta confirms 2019

is company’s biggest ever year for luxury hotel openings.

This summer, Chris Nassetta, President and CEO, Hilton, announced that

the company is on track to open more luxury properties in 2019 than in any

previous year of its 100-year history.

This expansion has been a decade in the

making. When Nassetta took over as

President and CEO in 2007 he prioritised

luxury and re-focused the company’s

business strategy around organic growth.

Identifying two key areas for improvement

- refining the two core luxury brands at the

time, Waldorf Astoria and Conrad, and

bringing the brands to diversified markets

– has brought the company to this year of

record-breaking growth, which also saw

Hilton identify a gap among independent

luxury hotels and launch LXR, its third

luxury brand.

In addition to four openings earlier in

2019, there are seven hotels expected to

open by year end across its luxury brands.

Hilton’s current and projected luxury

openings in 2019, which join the 65

existing luxury properties, include: Waldorf

Astorias in Dubai, Los Cabos Pedregal and

Maldives Ithaafushi; Conrads in Hangzhou,

New York Midtown, Shenyang, Tianjin

and Washington, DC; and The Biltmore,

Mayfair in London and Zemi Beach House

Resort & Spa in Anguilla under the LXR

brand.

As part of Nassetta’s strategy of organic

growth, Hilton’s luxury development team

has been working with ownership groups

to select markets and tailor the respective

brand’s presence. Over the past decade,

Hilton and its partners expanded the

luxury category’s global presence from 15

to 29 countries and territories, and they

are continuing to grow the portfolio with

a finely curated pipeline of more than 30

signings that are diverse in regions and

market-types. Hilton has also increased

investment in its luxury residential portfolio,

which now includes more than 2,800 units

across 22 properties. As well as expansion,

improvements have been an area of focus.

The Waldorf Astoria hotels in New York

and Las Vegas, as well as the Conrad in

Miami, are among Hilton luxury properties

undergoing substantial renovations to

upgrade design and enhance the onproperty

experience. Meanwhile, on 18

October, Hilton announced the opening of

Conrad Hangzhou Tonglu, a new hillside

resort with 79 spacious suites, including

11 villas. The hotel offers a natural haven

nestled beside the picturesque Fenshui

Tianxi Lake in Tonglu.

This record-breaking year of 11 openings

marks the beginning of impressive

momentum for Hilton’s luxury category

and stems from more than a decade

of strategic investments and planning.

Following this year’s openings, Hilton’s

luxury pipeline includes more than 30

properties, approximately 25 of which are

expected to open through 2025


ACCOR DELVES EVEN DEEPER

INTO LUXURY

Orient Express-branded hotels, a first foray into Cuba, remote island

luxury and new Raffles properties are all on the slate for Accor

Raffles Maldives Meradhoo – luxury

in the middle of the Indian Ocean.

Europe’s largest hospitality

company Accor is expanding

with new and improved luxury

properties in a range of locations

including Italy, Shenzhen, Cuba

and the Maldives.

Sofitel Rome Villa Borghese has opened

following a redesign led by Studio Jean-

Philippe Nuel. The former 19th century

Roman palace has 78 rooms and suites

and is located on a quiet street within

walking distance of the Italian capital’s

main historic attractions. On a larger scale,

the 345-room Sofitel Beijing Central has

become the brand’s 23rd hotel in China,

featuring a chic executive lounge and

flexible meeting rooms are available for

parties of up to 200 guests.

Since the opening of Raffles Shenzhen,

new Raffles properties are in the pipeline

include a second hotel in Singapore and

a villa complex in Bali, plus the recentlyopened

Raffles Maldives Meradhoo on

the remote southern tip of the Maldives

archipelago. Accessible only by boat

and surrounded by the Indian Ocean’s

unspoiled reefs, the resort comprises 21

island beach villas and 16 overwater ocean

villas, where guests’ needs are attended

to by Raffles Butlers, along with exclusive

Marine Butler service, Children’s Butlers

and private chefs.

In the Middle East, the Sofitel Dubai

Wafi will open in 2020 and should be

the largest Sofitel in the region featuring

501 luxury guest rooms, and offering a

variety of dining concepts including a bar

and lounge on the 43rd and 44th floors,

a French lobby café, an all-day restaurant

and a pool bar.

Accor’s fashion and lifestyle resort brand

SO/ Hotels is also expanding, with planned

openings in Jakarta, Paris and Kuala

Lumpur. Its first property in the Americas,

SO/ Havana Paseo del Prado is set to

open imminently in the heart of Havana,

Cuba. Designed as a glamorous yet playful

masterpiece by fashion designer Agatha

Ruiz de la Prada, De la Prada’s colourful

style will be evident in everything from

the hotel’s emblem to the staff’s stylish

uniforms.

The French company is also reviving the

historic Orient Express brand as a collection

of prestigious hotels, steeped in tradition,

legend and adventure, with Tristan Auer

reimagining the Art Deco style and botanical

motifs of the original train carriages. The

world’s first hotel bearing the locomotive

hallmark, the Orient Express Mahanakhon

Bangkok, is set to open later this year, with

nine more properties planned for launch

by 2030.


AMERICAS & THE CARIBBEAN

Hotel & Tourism

SMARTreport #44

2019 Autumn Edition 21

21

INTRA-AMERICAN TRAVEL

BOOSTS GROWTH

According to Amistad Partners, while we

know that today’s travellers are wanting

new and unique experiences, tried and

tested destinations in North America have

shown they have lasting power. Orlando,

Las Vegas and New York all remain

incredibly popular with North American

tourists as well as international tourists.

In fact, research by Expedia shows that

a majority of American travellers prefer

to travel domestically (82%). From an

international perspective, Chinese travel

to Las Vegas has been rising sharply in

past years, while the growth of low-cost

airline routes from Europe to the US is

also making it possible for cost-conscious

Europeans to visit the country.

A boom in business for Mexico and the

Caribbean: The most popular reason

for travel for American and Canadian

tourists is to relax, so unsurprisingly there

has been a resurgence of interest to the

Caribbean and Mexico.

Crazy about Canada: Last year was

named the Canada-China Year of

Tourism, and the nation is doing its

utmost to encourage Chinese tourists

to visit. With Chinese inbound travel to

Canada increasing year-on-year for the

past few years, this is set to continue for

the foreseeable future, as tourists flock

to Toronto, Niagara Falls, Vancouver,

Montreal and Quebec City.

Latin America trending: Latin America

has become one of the most attractive

continents in the tourism sector.

Short trips between markets there

have become a trend and will grow

exponentially in the coming years. The

most recent study conducted by Axon

Marketing & Communications on travel

trends in Latin American markets reveals

a positive environment for the sector,

despite the effect of the increase in the

price of the dollar in some countries.

In the next pages, we bring you news

from trending destinations in the

Americas.

Glacier Skywalk Panorama, Canada


AMERICAS & THE CARIBBEAN

FACTS & FIGURES

GROWTH

OF 2% IN

INTERNATIONAL

ARRIVALS FOR

THE AMERICAS

IN FIRST HALF

2019

International tourist arrivals grew 4% from

January to June 2019, compared to the

same period last year, according to the

latest UNWTO World Tourism Barometer.

Growth was led by the Middle East

(+8%) and Asia and the Pacific (+6%).

International arrivals in Europe grew 4%,

while Africa (+3%) and the Americas

(+2%) enjoyed more moderate growth.

So far, the drivers of these results have been

a strong economy, affordable air travel,

increased air connectivity and enhanced

visa facilitation. However, weaker economic

indicators, prolonged uncertainty about

Brexit, trade and technological tensions

and rising geopolitical challenges, have

started to take a toll on business and

consumer confidence, as reflected in a

more cautious UNWTO Confidence Index.

In the Americas (+2%), results improved in

the second quarter after a weak start of

the year. The Caribbean (+11%) benefitted

from strong US demand and continued

to rebound strongly from the impact of

hurricanes Irma and Maria in late 2017, a

challenge which the region unfortunately

faces once again. North America recorded

2% growth, while Central America (+1%)

showed mixed results. In South America,

arrivals were down 5% partly due to a

decline in outbound travel from Argentina

which affected neighbouring destinations.

Outbound travel from the USA, the

world’s second largest spender, remained

solid (+7%), supported by a strong dollar.

In Europe, spending on international

tourism by France (+8%) and Italy (+7%)

was robust, though the United Kingdom

(+3%) and Germany (+2%) reported more

moderate figures.

The UNWTO outlook for international

tourist arrivals projects growth of +2% to

+3% for the Americas, against a global

forecast of +3% to +4%. P r o l o n g e d

uncertainty about Brexit, intensified trade

and technological tensions between

the United States and China, and rising

geopolitical challenges may take a toll

on business and consumer confidence in

certain countries or regions

INTERNATIONAL TOURIST ARRIVALS, BY (SUB)REGION

(1000) Change(%) 2019*

Percentage change over same period of the previous year

Series 2010 2016 2017 2018 17/16 18*/17 Series YTD Q1 Q2 Jan Feb Mar Apr May Jun Jul

Americas 150,432 201,284 210,814 215,726 4.7 2.3 1.8 -0.4 4.0 0.7 -0.5 -1.3 6.4 2.5 3.2

North America 99,520 131,458 137,115 142,064 4.3 3.6 1.8 -0.6 3.9 0.6 -0.3 -2.0 5.9 2.2 3.7

Carribean 19,521 25,277 26,049 25,806 3.1 -0,9 11.3 15.8 7.5 17.5 16.4 11.2 14.6 8.3 0.0

Central America 7,808 10,593 11,084 10,863 4.6 -2.0 1.4 -2.1 5.7 5.0 -2.1 -8.8 7.9 0.5 8.2

South America 23,583 33,956 36,566 36,993 7.7 1.2 -4.6 -7.9 0.9 -7.8 -9.9 -5.9 1.6 -0.5 1.6

Source: World Tourism Organization (UNWTO)© * Provisional data (Data as collected by UNWTO, September 2019)

See box in page ‘Annex-1’ for explanation of abbreviations and symbols used


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23

Christopher L. Thompson

President and CEO, Brand USA

BRAND USA MAKES CONCERTED

PUSH INTO EUROPE

United Kingdom, Germany, France, and the Netherlands to host Brand

USA Travel Week Europe between 2020 and 2025

Brand USA has announced plans

for “Travel Weeks” in a number of

European destinations in coming

years.

The event aims to provide a “revolutionary

business platform for US suppliers to

engage with key buyers from across

Europe, who have a strong interest in

leveraging opportunities to grow arrivals

to the USA”. Brand USA Travel Week

Europe 2019 acted as a vehicle to support

growth in the US travel sector and aimed

to create more opportunities than ever

before to inspire European travellers to

visit the USA to, through and beyond

gateway cities.

During the opening address at the

inaugural Brand USA Travel Week Europe,

which took place Sept. 9-12, 2019,

Brand USA, the destination marketing

organisation for the United States,

revealed that the United Kingdom,

Germany, France, and the Netherlands

were the countries chosen to host their

new initiative between 2020 and 2025.

The event will be an “immersive

celebration of the United States”,

showcasing the diverse range of travel

experiences available throughout the 50

states, five territories, and the District of

Columbia. In 2020, the event will once

again be held in London. Following host

destinations programmed include:

2021: Germany

2022: United Kingdom

2023: France

2024: United Kingdom

2025: Netherlands

"Brand USA Travel Week Europe balances

business-generating appointments with

educational and inspirational speaker

sessions, and engaging, networking

events to maximize delegate satisfaction,"

said Christopher L. Thompson, Brand USA

President and CEO. "We are very excited

to bring Brand USA Travel Week Europe

once again to the United Kingdom,

and then to Germany, France, and the

Netherlands between 2020 and 2025.

Putting the United States firmly on the

European stage, the initiative positions

the USA as a premier destination as we

aim to increase visitation, spend, and

market share from across the continent."

Brand USA also announced the expansion

of its signature USA Discovery Program,

an online travel agent training platform,

to France, Italy, and Spain. In the coming

months, the Brand USA teams in these

markets, with the French site also being

promoted in Belgium and Luxembourg,

will work with the travel trade, travel

media, and Visit USA Committees to

promote the program - a travel trade tool

for training agents on the diverse travel

experiences in the United States.

Thompson added, "The expansion of the

USA Discovery Program across Europe

is critical to Brand USA’s travel trade

initiatives as agents on the continent are

vital partners in promoting and selling

travel experiences to the United States"


AMERICAS & THE CARIBBEAN

TRANSPORT

TUI OPENS ROUTE FROM DONCASTER

SHEFFIELD TO ORLANDO

TUI UK this year launched its new TUI Airways Dreamliner flight

from Doncaster Sheffield airport to Orlando Sanford in Florida.

The weekly flights began just before summer, and are part of

TUI’s strategy to ensure customers across the UK can fly from

their local airport rather than have to travel to London. The

new route came as TUI also announced a new summer 2020

route to Cancun from DSA.

Chris Harcombe, Aviation Development Director at Doncaster

Sheffield Airport, said:“We’re proud to be the home of longhaul

flights for the region and look forward to our Cancun

service starting next year.”

DELTA MOVES TO NEW TERMINAL

AT SHANGHAI PUDONG – CREATING A

“MORE SEAMLESS AND CONVENIENT

CONNECTING EXPERIENCE FOR

CUSTOMERS”

Delta has moved from Terminal 1 to the new Satellite Terminal

(S1) at Shanghai Pudong International Airport. The relocation,

alongside partner China Eastern Airlines, will create a

more seamless and convenient connecting experience for

customers. "Delta is committed to continuously investing to

improve customers' on-the-ground and in-flight experience,"

said Wong Hong, Delta's President – Greater China and

Singapore. "This move is part of our broader strategy to

collaborate with China Eastern to better address the growing

needs of the US-China market."

Check-in will take place at Terminal 1 with mass rapid transit

system transfer to S1 around the clock.

MORE SOUTHWEST SERVICES TO

HAWAII SET TO BEGIN SOON

Southwest has announced it will add new services to, from,

and within Hawaii in mid-January 2020 with a new, daily

service between Sacramento International Airport (SMF) and

Honolulu. In addition, new service nonstop between both of

the carrier's Hawaii gateways in the Bay Area, Oakland and San

Jose, and both Kauai and the Island of Hawaii, will give

Southwest Customers access to 18 flights transiting the Pacific

each day between three California cities and four of the five

airports Southwest will serve in the Aloha State. The company

has also put on sale the first-ever Southwest service to Lihue

Airport (LIH) on Kauai and Hilo International Airport (ITO) on

the Island of Hawaii.

UNITED MAKES GETTING AN

UPGRADE EASIER

United Airlines have announced PlusPoints, a new upgrade

benefit for Premier Platinum and 1K members that creates

more opportunities – and more freedom – for them to be

upgraded on flights. Top tier members will receive a bank

of points that they can use to upgrade on all flights across

United's global network, where they previously would have

used Regional Premier Upgrades (RPU) or Global Premier

Upgrades (GPU). With PlusPoints, members will be able to

access all upgrades through united.com or United's mobile

app, two features that make managing upgrades easier and

are unique to United. United claims to be the only global US

airline that lets members request all upgrades without making

a phone call.


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25

MASSIVE NEW

TRANSPORT PROJECT

LAUNCHED IN

LOS ANGELES

With the US$1.766bn Crenshaw/LAX transit project

due for completion in 2020, travellers arriving at LAX

will have access to the Metro Green Line, linking them

to downtown LA or Santa Monica.

The metro line will link to a new “APM”, or automatic people mover

system, connecting passengers to an Intermodal Transportation

Facility (ITF) via a Consolidated Rent-A-Car Center (CONRAC),

on to the Central Terminal Area of the Los Angeles International

Airport (LAX). The APM will be approximately three kilometres

long and will include six stations – three in the Central Terminal

Area and three outside of the airport at other LAWA facilities such

as the CONRAC and ITF.

The Automated People Mover (APM) is an electric train system on

a 3.6km elevated guideway with six stations total – three inside

the Central Terminal Area (CTA) and three outside.

Los Angeles International Airport (LAX) broke ground on the APM

project in March of 2019 and anticipates that the system will be

operational in 2023. The ongoing US$14bn transformation to

reimagine the LAX airport experience across all terminals also sees

a new Midfield Satellite Concourse being opened in 2020, adding

12 new aircraft gates

PROJECT SUNRISE

OPENS NEW

HORIZONS

Qantas’ first Project Sunrise research flight from

New York to Sydney this October has set new

standards for long-haul flying.

Qantas Flight 7879, a 787-9 aircraft with 50 passengers

and crew on board, departed New York’s John F Kennedy

Airport at 9pm on 19 October as the first commercial aircraft

to fly non-stop between New York and Sydney.

The purpose of the record-breaking flight was to

conduct scientific research on passengers and crew on an

ultra-long haul flight, with the aim of increasing health

and wellness, minimising jetlag and identifying optimum

crew rest and work periods.

It was part of Qantas’ ongoing quest to launch

commercial flights between the east coast of Australia

(Sydney, Melbourne and Brisbane) and New York and

London. The direct flights would save passengers up to

four hours in total travel time and follow the successful

Perth-London route, which started in March 2018 and is

the only direct link between Australia and Europe. While

the 787-9 is not designed for the 16,200 km journey,

Airbus and Boeing have pitched other aircraft (the A350

and 777X respectively) with the range to operate Project

Sunrise flights on a commercial basis. The business case

being developed by Qantas to inform a final yes/no

decision on Project Sunrise is expected by the end of this

year. If approved, flights would start in 2022/23

The new LAX people mover


AMERICAS & THE CARIBBEAN

TRENDING DESTINATIONS

ON TURTLES, BOATS AND YOGA

WITH GOATS

… Off the beaten track in southwestern Florida

THE FORT MYERS, CAPE

AND SANIBEL REGION OF

SOUTHWEST FLORIDA HAS

A PACKED AND EXTREMELY

VARIED AGENDA OF EVENTS

AND ATTRACTIONS OVER THE

NEXT SIX MONTHS. THIS IS

JUST A SNAPSHOT OF WHAT

COULD BRING TRAVELLERS TO

THIS STRETCH OF THE GULF OF

MEXICO.

There are regular festivals like September’s Island

Hopper Songwriter Fest and the American Sand

Sculpting Championship and Beach Festival

in November/December. The 33 rd running of

this event sees master sand sculptors, a state

championship contest, an amateur contest, sand

sculpting lessons and more, with over 1,000 tons

of sand used on Fort Myers Beach. For indoor

entertainment, the Florida Repertory Theatre

is located in Fort Myers historic arcade and has

recently had upgrades to its interior. The 2019

/2020 season includes ‘An Inspector Calls’ by

J B Priestley and Neil Simon’s “Barefoot in The

Park”. In March, the 21 st annual Southwest

Florida Reading Festival takes place at the Fort

Myers Regional Library, a free event for families to

celebrate the power of books.

LIFESTYLE & WILDLIFE

There are plenty of local wellness-related products,

with yoga proving popular – especially themed

classes including yoga with flamingos at Everglades

Wonder Gardens in Bonita Springs and barnyard

yoga in Lehigh Acres, which involves practising

the mindful art in the presence of goats. For other

ways to interact with wildlife, tourists come to the

region for shelling and for loggerhead sea turtle

nesting and hatching season. Between May and

October, the endangered animals travel hundreds

of miles to return to the Florida coastline – and

visitors can witness this.

Useppa island, Florida, USA,

is home to luxury resorts

HOSPITALITY NEWS:

THE LUMINARY HOTEL & CO. TO OPEN IN 2020,

DOWNTOWN FORT MYERS

The 237-room, 12-story hotel along the waterfront of downtown Fort

Myers plans to open in Q3 2020 with 8,000 square feet of function space.

It will be connected to the neighbouring Harborside Event Center. A

signature restaurant, rooftop lounge, culinary theatre, indoor and outdoor

fitness facility, and spacious pool area on the fourth floor overlooking the

Caloosahatchee River, as well as a local diner and retail space at street

level will be included. Outlets: Silver King, Ella Mae’s Diner, The Workshop,

Beacon Social Drinkery. The hotel will be a part of Marriott’s Autograph

Collection.

MARGARITAVILLE RESORT

SET TO OPEN IN 2021

Playing off the brand and laid-back beach lifestyle made famous by singer

and songwriter Jimmy Buffet, the resort will be built near the Times Square

area of Fort Myers Beach with opening planned for 2021.


Hotel & Tourism

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Orange County

Convention Centre, Orlando, Florida, USA

Orange County

Convention Centre Balcony

ORLANDO BUILDS ON REPUTATION

AS LEADING MICE DESTINATION

Investment in convention centre, airport and hotels keeps Florida city

ahead of competition

Mention Orlando to most people

and they’ll think of Mickey Mouse.

But there are plenty of other MICE

(Meetings, Incentive, Conference

and Exhibitions) that have made

the Florida city their home.

In fact, Orlando has been ranked as the

number one meeting destination in the

world by Cvent for three years in a row.

And now it is about to get even better

thanks to innovations at the Orange

County Convention Centre, Orlando

International Airport and the city’s

convention hotels.

“As we continue to expand and upgrade,

there will be even more options for

groups of every size, and vastly improved

connectivity to and around our convention

venues,” says George Aguel, president

and CEO of Visit Orlando. “Orlando is

known as one of the most affordable

destinations in the country, but now

groups will get an even bigger bang for

their buck.”

Looking in more detail, The Orange

County Convention Centre is in the midst

of a US$605m campus improvement plan

that includes new meeting and exhibit

spaces, increasing the centre’s seven

million square feet of function space.

The centre already brings more than

200 conventions and events to Orlando,

hosting 1.4 million attendees each year.

“The centre will be able to host bigger

meetings with more contiguous space,”

explains Aguel. “And groups will have

more flexibility in selecting dates, as they

won’t have to compete for space with

sports teams and concerts.”

Meanwhile, Orlando’s hotel inventory

is growing every year, with more than

123,000 room - 7,300 of which are within

a one-mile radius of the convention

centre. By the end of 2019, that will

reach 128,600. Some of the biggest

projects underway for 2019 include the

new Margaritaville Resort Orlando and

expansion at The Hyatt Regency Grand

Cypress, which has broken ground on

25,000 square feet of ballroom space.

Meanwhile, Orlando International Airport

already welcomes more than 150 daily

nonstop flights from cities around the

ORLANDO IS

KNOWN AS ONE OF

THE MOST AFFORDABLE

DESTINATIONS IN THE

COUNTRY, BUT NOW

GROUPS WILL GET AN

EVEN BIGGER BANG

FOR THEIR BUCK.

world, and a new South terminal to be

completed in 2021 will add 19 more

gates. Once passengers land, they have

access to ride share services at designated

pick-up and drop-off areas, providing

additional convenience and value.

Along with this superior and growing

infrastructure, meeting planners who

hold events in Orlando have the backing

of the dedicated destination services team

of Visit Orlando


AMERICAS & THE CARIBBEAN

TRENDING DESTINATIONS

New MoMA, Manhattan,

New York, USA

NEW YORK’S REIMAGINED MOMA

OPENS TO PUBLIC

NYC art museum offers expanded space, and there might still be time

to visit the city’s new ice cream museum

The Museum of Modern Art opened

its expanded campus on 21 October,

with a reimagined presentation of

modern and contemporary art.

The expansion, developed by MoMA

with architects Diller Scofidio + Renfro,

in collaboration with Gensler, adds more

than 40,000 square feet of gallery spaces

and enables the Museum to exhibit more

art in new and interdisciplinary ways.

In addition, a second-floor Platform for

education will invite visitors to connect

with art that explores new ideas. Streetlevel

galleries, free to all, will better

connect the Museum to New York City.

“Inspired by Alfred Barr’s vision to be an

experimental museum in New York, the

value of this expansion is not just more

space, but space that allows us to rethink

the experience of art in the Museum,”

says Glenn D. Lowry, The David Rockefeller

Director of The Museum of Modern Art.

“We have an opportunity to re-energise

and expand on our founding mission.”

As it reopens, MoMA will reveal a

presentation that highlights the creative

affinities and frictions produced

by displaying painting, sculpture,

architecture, design, photography, media,

performance, film, and works on paper

together. A new curatorial generation

will continually renew the experience

of the Museum through installations

and exhibitions, artist commissions, and

programmes that encourage debate and

discovery.

All of the opening exhibitions in October

2019 will be drawn from the Museum’s

collection. These include: Sur moderno:

Journeys of Abstraction The Patricia Phelps

de Cisneros Gift; member: Pope.L, 1978–

2001; Betye Saar: The Legends of Black

Girls Window; and The Elaine Dannheisser

Project Series, curated by Thelma Golden.

And if visitors have any time left over after

visiting MoMA, they might be tempted to

visit the Museum of Ice Cream, which is

opening its NYC Flagship in late autumn

(tickets go on sale from October 9).

Located at 558 Broadway in

Soho, Manhattan, MOIC NYC spans

nearly 25,000 square feet over three

floors, featuring 13 all-new installations.

“MOIC NYC is a dream that our team

has been developing for three years. Over

1.5 million guests have come through

our various doors and given us so much

inspiration,” says Co-Founder and

Creative Director, Maryellis Bunn. “MOIC

NYC will build upon Soho's artistic history

and contribute to the neighbourhood's

resurgence as a place for imagination and

creativity


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NANTUCKET IN THE AUTUMN

There’s no denying that Nantucket

is the quintessential summer

destination, but true insiders know

that fall is when the island really

shines. The population drops from

80,000 to 10,000 and lines dissipate

at popular shops such as The Juice

Bar, the beloved ice cream shop that

churns out a homemade Pumpkin

Spice flavour only available in this

season. Beachcombers can spread

out across the island’s 82 miles of

coastline, and food-lovers

rejoice at the arrival of autumnal

treats such as fresh, local cranberries

and Nantucket Bay scallops. Visitors

shouldn’t miss seasonal events like

the family-friendly Cranberry Festival,

October 12, 2019, which celebrates

the island’s 162-year history with

cranberry farming; and the Nantucket

Half Marathon on October 13, 2019,

which takes runners on a scenic route

through sandy dirt roads, wooded

trails, and ocean-front streets. Plus,

rates at popular hotels like the newly

renovated Wauwinet are lower than

during peak summer months – rooms

start at $225 per night

The Wauwinet in Nantucket, Massachusetts, USA

MY NAME IS

JAMAICA…

Belmond La Samanna, Saint-Martin

ST. MARTIN + ANGUILLA

– THE FLAVOUR OF THE

SEASON

The Fleming Villa in Jamaica

With over 200 new restaurants

already operational and almost 40

more on the way, a 30% flight routes

increase from 2018, and stay-over

arrivals up 144% over 2018 year to

date, St. Martin is coming back as

an even more effervescent culinary

destination following 2017’s

hurricane devastation. Belmond

La Samanna sits on the French

side of the island – crisp white

villas are dotted along the coast

of Baie Longue’s mile-long white

sands. Reopening for the season on

November 8, the property embraces

its French savoir faire more than

ever with its seaside restaurant,

L’Oursin, serving fresh seafood and

French cuisine. A treasured piece

of the property that withstands

the weather and remains true

to its history is the La Cave Wine

Cellar, which was built in 1972,

two stories below sea level. As the

largest private wine cellar in the

Caribbean, 12,000 bottles of wine

and champagne can be found,

including 150 varieties of Bordeaux

and the property’s own private

label

James Bond author Ian Fleming spent much of

his time on the Caribbean Island, and it’s easy to

see why he kept coming back. When he wasn’t

snorkelling in the azure waters or birding in the

Blue Mountains, he wrote a new Bond novel

each winter. Today, Fleming’s legacy remains.

His bungalow – renamed the Fleming Villa – is

part of the 52-acre GoldenEye resort, as are his

writing desk, sunken garden and the nearby

coral reef. This winter, GoldenEye will open three

three-bedroom cottages on the resort’s lagoon.

And, looking ahead, the island will be the site of

the 25th James Bond movie – Daniel Craig’s last!

Titled No Time to Die, the film will be released

in 2020


AMERICAS & THE CARIBBEAN

TRENDING DESTINATIONS

Salto Bayaguana, Monte Plata,

Dominican Republic

River at Mulu

PARADISE FOR COLUMBUS… AND

FOR TODAY’S TRAVELLERS AS WELL

The Dominican Republic stands out with varied landscapes,

architectural treasures and cultural richness

The island nation of the Dominican

Republic seduces travellers in

every season - just as it seduced

Christopher Columbus more than

five centuries ago. He didn’t

hesitate to call it a paradise island

when he landed on its shores in

1492. Today, the country is working

hard to promote business and MICE

tourism.

“The Dominican Republic obviously has

everything to attract MICE groups, from

stunning white sand beaches stretching

over 600 kilometres, majestic mountains

cove- red with lush forests and historical

and cultural heritage of great beauty,”

explains Tourism Minister Francisco Javier

García. “But the Dominican Republic also

offers other surprises, renowned cuisine,

some of the most popular rums, the

world’s best cigars and a wide range of

eco-tourism activities that will help make

your events unique.”

The Dominican Republic’s rich heritage

of Spanish, French and African influences

has told five centuries of exciting stories

to its visitors immersed in a breath-taking

setting.

To offer you the best welcome, the

Dominican Republic also provides more

than 73,000 hotel rooms, consisting of

luxury resorts on the east coast, historic

establishments in Santo Domingo,

charming hotels on the north coast and

the peninsula of Samaná and eco-lodges

in the Barahona region and in the centre.

TAKING IN THE

COUNTRYSIDE

The country is known to have the most

diverse topography for a single nation in

the Caribbean region. One can go from

a sandy beach to a cool, mountainous

town over 500 meters above sea level

in less than three hours. The country’s

coastline runs for over 1,600 kilometres

in total, with hundreds of accessible,

breath-taking beaches. More surprisingly,

the country is flanked by a series of great

mountain ranges, the most important of

which–the Cordillera Central–is home to

the Caribbean’s highest peak: Pico Duarte,

sitting at 3,087 metres.

With 25% of the land consisting of

protected areas, most of which are easily

accessed, there are a myriad of reasons

to venture off the beach. Explore lush

valleys, cloud forests, national parks on

and off shore, rivers leading to waterfalls,

offshore cayes where turtles nest, ancient

Taino caves shrouded in thick rainforest, or

pine forests with near zero temperatures.

Discover natural wonders like Lago

Enriquillo, a saltwater lake so large it

surpasses the size of Manhattan, home

to American crocodiles and sitting at 40

meters (138 feet) below sea level, the

lowest point in the Caribbean


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2019 Autumn Edition 31

31

A PRIME DESTINATION

FOR NATURE LOVERS

Costa Rica takes off in Europe thanks to new flights

Arenal Vulkan, los Canaste,

Costa Rica

The increase in the total number of flights to Costa Rica makes the

destination more accessible from Europe, particularly with the Air France-

KLM group. For tourism professionals, Costa Rica is thus more than ever an

attractive destination in Central America, especially for nature lovers.

Costa Rica is located in Central America

and is ranked as one of the most visited

international destinations there, meaning

tourism is one of Costa Rica’s main sources

of income. Costa Rica is a democratic and

peaceful country and it has not had an

army since the year 1949. Although the

country is small and covers only 0.03% of

the surface of the globe, it proudly shelters

5% of the existing biodiversity of the entire

planet. Conservation and natural protected

territories make up for 26% of the nation’s

territory.

The country benefits from many direct

flights to Europe operated by eight airlines.

From Paris, Air France is once again

offering four direct weekly flights from the

end of October this winter, on Mondays,

Wednesdays, Thursdays and Saturdays. Its

Dutch partner KLM is launching a flight

to the country’s second international

airport. Four weekly flights will link

Amsterdam to Liberia in the Guanacaste

region (northwest) on the Pacific coast.

The route will be officially inaugurated

on 29 October and operate on Tuesdays,

Fridays, Saturdays and Sundays between

Amsterdam-Schiphol, San Jose and

Guanacaste-Liberia.

Guanacaste is known for the beauty of its

landscapes and the warmth of its climate,

which makes it a unique tourist destination

in combination with San Jose. It includes

the Pacific coast of Costa Rica, from the

border with Nicaragua to the mouth of

the Bongo River in the Nicoya Peninsula.

This region is home to a large part of the

country’s natural and cultural heritage

with its aquatic, terrestrial, mountain and

coastal ecosystems.

The new line will allow Skyteam alliance

passengers to arrive in Costa Rica via San

Jose and depart via Liberia, offering greater

flexibility for tour operators.

In addition to the Air France-KLM group,

Costa Rica has also flights with Edelweiss

from Zurich; with British Airways from

London with two or three weekly flights

depending on the season; with Iberia

with one daily flight from Madrid; with

Lufthansa from Frankfurt with two flights

per week.

News also for those wishing to travel by

ferry to Montezuma, Santa Teresa, Malpaís

or other nearby destinations: now tickets

can be purchased online


AMERICAS & THE CARIBBEAN

TRENDING HOTELS

PLAYA CATIVO

LODGE

– COSTA RICA

© 2019 National Geographic

© 2019 Playa Cativo Lodge

Emerging out of the lush

jungle and overlooking

the tranquil turquoise

and emerald waters

of the Golfo Dulce is

Playa Cativo Lodge

– an intimate haven

harmonious with its

spectacular surroundings.

Elegant accommodations,

world-class amenities and

a variety of activities offer

a blissful balance between

relaxation and adventure.

Enjoy a one-of-a-kind

opportunity to escape the

everyday, encounter incredible

wildlife and indulge in an

exotic eco-luxury experience

like no other. Surrounded by

some of the most unspoiled

and diverse rainforest in the

world, Playa Cativo is a Costa

Rica Eco Lodge located on

the calm waters of the Golfo

Dulce, the inner side of the

Osa Peninsula in southern

Costa Rica. (Golfo Dulce is

the only tropical fjord in the

Americas.)

Piedras Blancas offers visitors

a chance to encounter rare

and fascinating creatures,

including all four species of

monkeys (capuchin, howler,

spider and squirrel) found

in Costa Rica, white-nosed

coatis, two species of deer,

kinkajous, agoutis, peccaries

and sloths. Although rarely

seen during the day, the

Park contains five species of

cats: jaguars, pumas, ocelots,

margays and jaguarondis

TIERRA PATAGONIA

HOTEL & SPA – CHILE

Perched on a bluff on

the edge of Chile’s

Lake Sarmiento, Tierra

Patagonia celebrates all

that is majestic about

its surroundings, while

offering a space where

comfort reigns.

With enormous windows

everywhere, the lakes and

peaks of Torres del Paine

National Park are a constant

and awe-inspiring backdrop.

Exploring the UNESCO

Biosphere Reserve site just

outside the front door is a

priority at Tierra Patagonia,

but so is finding the space

and serenity to relax and

enjoy one’s surroundings.

A wide variety of excursions,

led by mostly Chilean guides,

allows guests to discover

the beauty and diversity of

Patagonia, visit huasos on

their ranches, and explore

the surrounding grasslands.

You can spend the day hiking

to spectacular mountain

vistas, return for a swim or a

massage in the spa, and end

Tierra Patagonia Hotel & Spa,

Chile

the day with a fantastic meal

and a glass of Chilean wine

as the sun sets on the rocky

pinnacles of the Torres del

Paine.

According to National

Geographic Unique Lodges

of the World, “Tierra

Patagonia feels like part

of the Patagonian scenery,

from the way it curves

into the landscape to

the way it was built and

furnished: tapping the skills

of Chilean craftspeople

and using natural materials

including local wood from a

sustainable forest. Its elegant,

innovative design—inspired

by traditional Chilean

estancias and the building

style of the indigenous

Tehuelche people—blends

into the landscape from the

exterior, while the woodclad

interior conveys a sense

of sweeping movement and

great expanses, much like

the dramatic Patagonian

landscapes it looks out

upon”

Playa Cativo Lodge, Costa Rica


INNOVATIONS & TECHNOLOGIES

Hotel & Tourism

SMARTreport #44

2019 Autumn Edition 33

33

© PeopleImages - iStock by Getty Images

2020 TREND: HOTELS

TO FOCUS ON DRIVING

DIRECT BOOKINGS

According

to David

Esseryk – our

“tech expert”, in 2020,

businesses will be spending

more time, money, and effort on

building brand recall and loyalty to boost

direct bookings. Independent lodging

properties have a strong desire to sell

directly to the customer.

Hoteliers should first and foremost

focus on building a well-designed

website and a high-quality booking

engine. An optimised website with a

responsive design will, explains David,

give a frictionless experience to visitors.

Incorporating an efficient booking

engine will help the hotel convert online

visitors into hotel guests and win direct

bookings.

Another

key trend for

2020 is metasearch

marketing. Metasearch is

expected to continue to grow,

as independent properties reinforce

efforts to further grow direct bookings.

Getting a hotel listed on a metasearch

engine will enhance its visibility and

reach in the online market.

In the following pages, you will find a

plethora of new trends and ideas when

it comes to travel tech. Don’t miss the

tech train!


In The Field

with David Esseryk

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

PART 25

ARE YOU MISSING THE TECH

TRAIN?

DIGITAL

CONTINUES TO

TRANSFORM

THE CUSTOMER

EXPERIENCE

It’s no surprise that the future of the

hospitality industry will be powered

by digital technologies. In this edition

of his regular report, David Esseryk

explains that as in the past few years,

mobile will keep on influencing the

industry, along with other disruptive

technologies that brands over the

world will keep on incorporating into

its guest offerings.

Not every exceptional customer

experience has a human touch.

Sometimes it’s just a result of seamless

digital integration. Here are the

technologies that you can expect to

make a mark.

Internet of Things

Internet of Things (IoT) is one of the

biggest emerging technology

trends in the hospitality

world. Not only are

members of staff able

to track down and

manage valuable

inventory within

the hotel, but

THANKS

TO

INCREASED

SOCIAL

NETWORKING

AMONG CONSUMERS

AND THE INFLUENCE

OF SOCIAL SITES, IT HAS

BECOME A BUSINESS

IMPERATIVE FOR

also the

Smart

Hotel

features,

such as

Samsung

and Legrand

connected solution,

let the guests and

staff better regulate

energy consumption and

support pro-environment

and sustainability initiatives.

Numerous hoteliers that are

investing in mobile engagement expect

guests will use mobile devices not

only for room selection and payment

but also as access keys for amenities

such as pools and spas. IoT-powered

beacon technology sends real-time

offers to guests’ smartphones, thereby

encouraging more sales.

HOTELS TO

EMBRACE

SOCIAL

MEDIA

Artificial Intelligence

Another technology that a lot of

hoteliers are experimenting with is

artificial intelligence (AI). AI helps hotels

interact with the guests in a multiple of

ways. From using AI-fuelled chatbots

to robots at the hotel check-in desks

or for room service, hotels are moving

toward guest-centric hospitality.

Oracle Hospitality, while talking about

the value of AI-enabled devices in

hotel settings, notes, more than a

promise, artificial intelligence has

been shown to dramatically

reduce the need for human

assistance when it comes

to answering and

resolving problems

that commonly

arise during a

guest stay.

Hotels

will define

their online

character

Thanks to increased

social networking

among consumers and

the influence of social sites,

it has become a business

imperative for hotels to embrace

social media. In order to get in front

of their consumers, hotels need to

continue publishing relevant content

and distinguishing themselves from

their competitors. In addition to the

above initiatives, the coming year will

see hospitality brands coming out and

defining their online personality for

improved brand engagement. More

and more brands will not only attempt

to sell a room but a story – a story that

creates emotion.

SEE YOU AGAIN IN THE NEXT EDITION


INNOVATIONS & TECHNOLOGIES

Hotel & Tourism

SMARTreport #44

2019 Autumn Edition 35

35

TRIAX OFFERS A VERY

COMPETITIVE PRICING FOR THE

COMPLETE INSTALLATION AS IT ALSO

DOES NOT REQUIRE LICENCE FEES

Thierry Beau

General Manager, TRIAX France

SOLVING THE WI-FI HEADACHE

TRIAX brings an easy solution for hotel internet issues

Hoteliers seeking a reliable, price competitive solution for WiFi coverage

in their establishment now have a solution that doesn’t break the bank.

Bad WiFi is every guest’s nightmare in a

hotel. However, TRIAX offers a solution

for all hotels without massive investments.

“Reliable Wifi access in all areas is now

available over both coax and ethernet, the

two most common cable infrastructures

in hospitality sites today thanks to TRIAX.

No rooms are left out of WiFi coverage as

the signal extends to every corner of the

building and this is an important factor

in guest experience, “ said Thierry Beau,

General Manager, TRIAX France.

TRIAX new EoC Ethernet WiFi Endpoint

with PoE brings the advantages of TRIAX

Ethernet over Coax + WiFi to traditional

Ethernet cable networks. The EoC

Ethernet WiFi Endpoint covers the lobby

and other public areas, which are generally

only served by Ethernet cables. TRIAX is

a global supplier of reliable, innovative

products and solutions for the reception

and distribution of video, audio and

data signals. With headquarters,

production

and R&D

based in

Denmark,

T R I A X

has nine

international

sales subsidiaries, and operates in more

than 60 distributor countries.

“The TRIAX technology solution is a bonus

for hotels. It only took us a day and a half

to setup 80 rooms with three technicians

and install the 1Gb/s IP network solution,”

said Olivier Fabre, President, SAS Net

et You and Courchevel Telecom, the

company installing the TRIAX solutions.

Solutions combine TRIAX hardware and

software expertise to deliver value to

hospitality and related markets, through

a partner network of system integrators,

large installers and operators.

“With no rooms lost overnight, no

changes of cabling and no interference

with TV signals, TRIAX offers a very

competitive pricing for the complete

installation as it also does not require

licence fees,” Beau adds.

The TRIAX EoC controller

La Cime des Arcs

residence in Arc 2000

The technology not only provides a

secure WiFi network but also IPTV (TV

via internet) and allows the hotelier

to manage surveillance cameras. The

possibilities are endless.

“We operate in a tough environment,

above 2000 meters in the mountains.

With other technology providers we

constantly had issues with downtime,”

explains Kevin Schoenauer, Head of

Operations, Chalets des Neiges. “We now

have the TRIAX solution in five appartment

buildings in two ski resorts, Arc 2000 and

Val Thorens. The great thing is that TRIAX

and the integrators work as a team and

provide excellent customer support.”

Reliable technology is a huge selling

point for hoteliers. Happier guests

thanks to reliable WiFi service will

translate into better reviews and repeat

business

SMARTreport Commercial Content


INNOVATIONS & TECHNOLOGIES

THIS IS A GAME CHANGER IN

THE EVOLUTION OF THE COMPANY

WITH OUR FRESH NEW LOOK

EMBODYING OUR INNOVATIVE

SPIRIT AND FORWARD-THINKING

APPROACH

Pascale Chatelain

Vice-President, Global Sales, Marketing & Channels, FCS

NEW LOOK, NEW APPS

FCS unveils a fresh new brand identity and a whole range of

apps set to drive more efficiency in the hospitality sector

Following months of research

and interaction with customers

globally, hospitality technology

platform provider FCS has

released its brand new REVO

range of mobile apps.

With more than three decades of

experience globally, FCS is a leading

hospitality mobile technology

provider with an extensive portfolio

of integrated solutions. The HITEC

show in Minneapolis saw the unveiling

of a fresh new brand identity and

the introduction of the REVO range,

which is designed to unlock higher

ROI for hoteliers across every aspect

of their operations, bringing unified

communication across all teams.

More than just a technology and

software solution, FCS provides

the tools which enable hoteliers,

management and employees to

further reach operational excellence

through business transformation that

ultimately contributes to increased

guest satisfaction and a unique

experience.

Today, general managers, heads of

departments, owners have a technology

investment dilemma where by they

need to meet three major objectives:

Win the race of differentiated guest

experience, ensure talent retention,

and meet new sustainability goals.

FCS's mobile and web-based

applications seamlessly integrate

across all hotel operations such as

Guest Services, Housekeeping (Rooms,

Public Areas...); Engineering and

Preventive Maintenance; Incidents and

Recovery; Concierge (Services, Valet,

Luggage, parcels...).

In addition, FCS Analytics & reporting

allow for valuable actionable data,

further powered by FCS billing gateway

& digital messaging solutions.

Incorporating the latest trends in userexperience,

the REVO range supports

SMARTreport Commercial Content


360 ° view of Hotel Operations - unified instant communication

Hotel & Tourism

SMARTreport #44

2019 Autumn Edition 37

37

hotels as they go through their digital

transformation. The embedding of a full

feature rich FCS messenger application,

unifies all communication flows of the

entire hotel, and with chat messaging,

calls, photo sharing, REVO eliminates the

need for expensive and noisy RF radios.

“Over the past 35 years we have grown

with the hotel business and created

products that help hotels run more

efficiently in some 5,000 properties across

32 countries,” said Pascale Chatelain, the

company’s Vice-President, Global Sales,

Marketing & Channels. “This is a game

changer in the evolution of the company

with our fresh new look embodying our

innovative spirit and forward-thinking

approach.”

Elena Volkova, Head of Product Design

for FCS, adds: “Our Housekeeping,

Engineering, Connect, Concierge and

Recovery solutions have been developed

from the ground up after months of

research and feature a highly intuitive and

easy to use customer interface that will

require very minimal training for users.”

“Our solutions can be fully integrated

with existing software solutions (including

most PMS on the market). “FCS has an

open API platform and integrates with

over 400 other software solutions.”

Maximising benefits of automation by

integrating with new ecosystems such

as Guest Room Management Systems

are essential. Recently FCS integrated

with Interact Hospitality from Signify at

the Swissotel in Singapore for greater

productivity, energy management and

guest experience.

Why invest in this kind of technology?

In a competitive environment, hotel

operators need to do more with less: backof-house

automation can significantly

improve the property's result. Chatelain

outlines top 3 reasons for investing in FCS

apps:

Guest experience and staff

empowerment: “FCS enables seamless

communication for hotel departments,

real time decisions, and actionable

insights to constantly improve the quality

of service. Our solutions help redefine jobs

for greater value add. The new generation

of talents will not consider positions which

rely on intensive administrative manual

work.More fulfilled, they are easier to

attract and retain."

Productivity & ROI: “Our solutions are

designed to achieve maximum Return

On Investment (ROI). For instance, FCS

engineering provides great ROI for

owners by improving asset longevity

through the automation and optimisation

of preventive maintenance and tracking

of assets.”

Sustainability: “Automation eliminates

the need for manual work streams and

significantly reduces paper use (up to

1.5 tons per year for a 300 room hotel).”

Who benefits?

Guests: Satisfaction improves with faster

request fulfilment, better maintained

rooms, and consistency of quality of

service. Hotels can increase their room

turnaround time by an average of 30%,

thus more guests can enjoy early check as

rooms are more readily available

Staff: Hotel staff see some of the most

time consuming tasks reduced, are

happier and empowered. This is due to

real-time informed decision-making, and

feedback from happier guests.

IN A COMPETITIVE ENVIRONMENT,

HOTEL OPERATORS NEED TO DO MORE

WITH LESS: BACK-OF-HOUSE AUTOMATION

CAN SIGNIFICANTLY IMPROVE THE

PROPERTY'S RESULT.

Management: Through real time

management of their hotel or

departments, managers can be more

efficient, better support their teams, and

can improve their performance through

data analytics provided by the FCS

applications.

Owners: Not only is ROI a major factor,

owners also appreciate better service

means better reviews, increased guest

loyalty overall improved performance.

In addition to the launch of REVO, FCS

launched a new visual identity in July

2019, representing the company's vision

SMARTreport Commercial Content


INNOVATIONS & TECHNOLOGIES

LEVERAGING TECHNOLOGY &

HUMAN TOUCH ACROSS ALL

DEPARTMENTS

FCS Global brings smart solutions to increase efficiencies and

productivity, while helping attract & retain talent in a high staff

turnover industry

In an increasingly competitive environment, and faced with ever- changing

guest needs, hotels need to continually look for ways to differentiate

themselves through the delivery of a superior guest experience. One way

to do this is by investing in the automation of a hotel's core processes such

as housekeeping. Automation through the use of mobile apps can help

streamline operations, improve productivity, increase efficiency and save

time and money, allowing employees to spend more time with the guest,

and hence deliver a more personalised guest experience.

In addition, hotels can reduce costs

with automated reporting through the

elimination of manual paperwork, also

decreasing the number of calls needed

to coordinate and communicate the

room status between housekeeping,

front office and engineering throughout

the day. Not only can this streamline

processes and reduce costs, it also helps

hotels make their operations significantly

more environmentally friendly.

We have carried several studies with our

clients to more accurately understand the

productivity gains :

Hotel: 306 rooms

Occupancy: 82%

Rooms cleaned per year: 91 287

Total Cost per year: US$341,868

Productivity gain per room : 5 minutes

Actual Savings per year: US$44,144

With an automated system,

housekeeping, rostering, assigning

rooms, and programming additional

tasks (such as preventative maintenance

checks) is done by the system and can

be planned for the year ahead, making

resourcing much more structured and

reliable. Automation also facilitates faster

guest response time, leading to improved

guest satisfaction. By funnelling all guest

requests to a single app, jobs such as

engineering, maintenance and laundry

collection are automatically forwarded to

the right person.

As all jobs are tracked, the standards

to which the hotel brand aspires are

now measurable, and employees are

accountable.

By using this intelligent data, hoteliers

have better visibility on how effective

their teams are and can focus on areas

where greater effort is required. Hoteliers

can mine the data and understand

guest habits, preferences and trends

to subsequently customise their stay

experience.

In order to gain maximum returns, hotel

staff and management need to fully adopt

and use the applications. This can only

happen if the value it brings to each one

of them is understood and appreciated.

FCS ensures that its apps are reliable,

intuitive (through icons rather than text)

and well connected to foster confidence

& easy adoption. With offices globally

FCS is side by side with hoteliers & their

teams to partner and support them in

maximising success for all

FCS Revo Housekeeping App : Simple &

intuitive yet powerful

HOTELIERS CAN

MINE THE DATA

AND UNDERSTAND

GUEST HABITS,

PREFERENCES, TRENDS

TO SUBSEQUENTLY

CUSTOMISE THEIR STAY

EXPERIENCE

SMARTreport Commercial Content

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