HOTEL&TOURISM SMARTreport #47

cleverdis

THE PROFESSIONAL BUYERS’ REFERENCE

SMARTreport

ELITE TRAVEL TRENDS

#07 / MALDIVES OPEN TO ALL

SPOTLIGHT ON

ASIA / PACIFIC

#08 / TRAVEL PRODUCTS

CHANGE TACK IN CHINA

INNOVATIONS

& TECHNOLOGIES

#14 / HOW TECHNOLOGY

HELPS IN THE COVID-19 ERA

WE ARE

ALL EQUAL

IN THIS CRISIS

Dr Mario Hardy

CEO, Pacific-Asia

Travel Association

#47 - 2020 / A CLEVERDIS PUBLICATION


ONE WORLD.

ONE INDUSTRY.

ONE DAILY.

INDIA

The Official Information Source

The Official Information Source

The Official Information Sources at

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ITB-ASIA-NEWS.COM

ITB-CHINA-NEWS.COM

ITB-INDIA-NEWS.COM

ITB-BERLIN.COM

ITB-ASIA.COM

ITB-CHINA.COM

ITB-INDIA.COM


Richard Barnes

Editor-in-chief

richard.barnes@cleverdis.com

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

Hotel & Tourism

SMARTreport #47

2020 3

3

FOREWORD

AIMING FOR A NEW TOURISM DYNAMIC

As borders have been opening around the

globe, it has been an interesting exercise in

seeing what destinations are doing when

it comes to promoting themselves in the

“new normal”.

Announcing that one is “open for business

again” just doesn’t cut it. And while some

have not gone further than to announce

basic reopening, others have been highly

innovative and creative in their promotional

ideas and campaigns to attract tourists back

to their destinations.

For some, like Venice, the future must be

different to the past. It’s the opportunity to

press the reset button and promote a whole

new kind of tourism based on quality rather

than quantity. Thailand has been extremely

active, pumping over US$700m into tourism

promotion. Switzerland has launched an

idea to give residents vouchers to spend in

hotels and restaurants. Macao has launched

new local tourism routes. Sarawak’s tourism

ministry is giving incentive money to local

travel agents in order to get people out and

about. In Cancun, Mexico, local authorities

are offering a free night for every two

purchased in local hotels. Bulgaria is

opening private beaches to the public. And

a hotel operator in Las Vegas has even been

offering free air tickets (one way) to bring

in tourists.

Dynamism, new ideas and creativity in the

approach are now more than ever essential

when it comes to bringing in new business.

For our part, in the following pages, we

offer a glimpse of some great new initiatives

in the field of tourism in general, with a

special spotlight on Asia-Pacific. We hope it

will come in useful!

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CONTENTS

4 EXCLUSIVE INTERVIEW 8 ASIA / PACIFIC

ACCOR

OPENS FIRST

MONDRIAN

IN ASIA

7 ELITE TRAVEL TRENDS 12 INNOVATIONS

& TECHNOLOGIES

MALDIVES

OPEN TO ALL

Dr Mario

Hardy

CEO, Pacific-Asia

Travel Association

(PATA)

ADDING VALUE

TO HOSPITALITY –

THROUGH TECHNOLOGY


EXCLUSIVE INTERVIEW

Mario Hardy

CEO, PATA

HARDY ON APAC

PATA’s Mario Hardy - on Asia-Pacific and the Covid-19 crisis

THAILAND (...)

WAS ONE OF THE

FIRST AREAS IN THE

WORLD WHERE

DOMESTIC TRAVEL

RESTARTED

Pacific-Asia Travel Association CEO, Dr Mario Hardy talks to us

about the current state of affairs in the region, and how tourism

will change in the future.

How has APAC fared compared to

other regions?

Essentially at this time, we are all equal

in this crisis. If you look back to the

month of July in terms of the decrease in

travel around the world compared to the

same time last year, the average globally

was 97.1% less than the previous year.

If you look at all the regions around the

world, they all are on a similar pegging.

Asia is no better than any other region in

terms of reduced travel. However, some

parts of Asia have actually done better in

terms of managing the number of cases

and managing the current situation and

also in terms of the reopening of the

domestic markets. Thailand, where I am

based, was one of the first areas in the

world where domestic travel restarted.

Eight destinations in driving distance

from Bangkok reopened at the start of

summer, and have been quite full since

then. Koh Samui, Phuket and Krabi

haven’t done so well, however, because


Hotel & Tourism

SMARTreport #47

2020 5

5

they rely so much on international travel.

Most travel is being done within driving

distance of the capital – to places like Hua

Hin, Pataya, and so on. So, in that sense,

most Asian markets have been doing well

in terms of domestic tourism.

Different governments have been

working very differently in terms of

helping the industry stay on its feet

during the crisis. How have you seen

this panning out?

SOME COUNTRIES

AROUND ASIA HAVE

DEALT WITH THE

SUBSIDIES IN A MUCH

BETTER WAY THAN

THE OTHERS

Some countries around Asia have dealt

with the subsidies in a much better

way than the others, in terms of the

accessibility, the speed with which

the funds were being allocated and

distributed. Singapore, for example, has

been extremely efficient in providing

means for people to access the funds at

an early stage sufficiently to sustain them

for a period of time. Other countries have

not been organised so well, firstly in the

amounts, and secondly in the distribution

or access to the funds, which have not

been fairly or equally distributed across

different regions. But the challenge is that

these funds, made available in March,

were distributed on the assumption that

by summer, we would be going back to

“normal”.

Back in March, PATA launched a tourism

recovery platform – a crisis resource

centre – specifically with the purpose

of collecting, and aggregating in one

location, the subsidies that were available

for each respective country, linked back

to their respective governments. We had

a few hundred destinations working with

that platform, and we were monitoring

very closely how these countries were

responding; comparing them and seeing

who was doing better than the others.

This was done mostly with the assumption

that this would last until the summer,

and things would gradually come back…

which we know they haven’t. And it’s

very unlikely that international borders

will reopen – at the same level they were

before – until 2021. So, we are going to

be in this situation for a far longer period

of time. The question therefore is, “will

the governments provide additional

subsidies in the weeks and months to

come to assist the businesses, or not. We

know for a fact from an impact survey

we conducted already back in April that

15% of the respondents (about 500

SMEs across Asia-Pacific) had already

closed their business permanently, with

no intention to reopen. 42% of these

respondents also said at the time that

they only had enough money for two to

four months, which means by now, most

of them would already be closed.

How is tourism going to change over

the next months and years because of

the Covid-19 crisis? Asia has some strong

assets in the remoteness of many of its

locations. Is this something that is going

to be even more attractive for tourists?

It’s a very complex question – for many

reasons. Big cities are generally the

hardest hit. We know, through different

surveys that have been conducted by

ourselves, but also other organisations,

that there is a great desire for people the

travel. The desire to travel is still there, but

people are less likely to book into crowded

areas or cities. They are more likely to go

to tertiary cities and regions where there

are fewer people. They are seeking more

nature-based destinations, more family

oriented, or with friends, as opposed to

the large groups that we had seen before.

This is what people will be seeking out

moving forward. But the real challenge

is air travel. We know how much all the

airlines around the world have been so

severely impacted by this crisis. Many of

the businesses of the airlines may not be

able to sustain, and survive this crisis.

What are the fears in the industry

that second or even third waves of

Coronavirus will impact business?

We recently seen – in places like Vietnam

– that were Covid-free, suddenly just had

a resurgence of cases. We have seen a

second wave, or in some cases, a third

wave – in Hong Kong or Singapore, or

in other countries such as Korea, Japan

and China, Australia … but also in

Europe in the UK, Spain and France and

in many other destinations around the

world. TripAdvisor and a number of other

international organisations came up a

few months ago with what they call the

“five phases” of the recovery. What we

are seeing at the moment is countries

moving back and forth between these

five different phases of recovery. This will

continue for quite some time to come.

Until there is a vaccine or treatment, I

strongly believe that we will see these

different stages at different levels in

different destinations – and they will be

going back and forth between them


ELITE TRAVEL TRENDS

© South Africa Tourism

The Sardine Run

A BREATH-TAKING UNDERWATER

EXPERIENCE

The “sardine run”: witnessing one of the largest marine life migrations on earth

While the African continent is

renowned for its spectacular

wildlife, it is perhaps lesser-known

for an annual event which, for

adventure travellers and thrill

seekers, is a crazy dream come true.

Millions upon millions of sardines traveling

north form huge shoals, resulting in a wild

feeding frenzy for predators such as sharks,

whales, dolphins and even seabirds, making

a captivating show for divers. Researchers

believe that the sardine run could easily rival

the great wildebeest migration in East Africa

in terms of biomass, with some shoals over

7 km long.

Nicki Gibson, Public Relations, Marketing

& Group Bookings manager for local tour

operator Sardine Run South Africa explains

there are two types of people who dare to

plunge into the midst of this madness:

• The “bucket list” guests: people that fill

their lives with various experiences and

have travelled the world doing so. The

skydivers, bungee jumper happy-go-lucky

people.

• Photographers: They’ve come to get their

best shot and close-up experiences. They

generally, unlike the bucket-listers, tend

to return either annually or bi-annually.

Divers head out with highly experienced

skippers, who have a heads up of what

Sardine Shoals are on their way. Watching

the behaviour of dolphins, birds and various

other aspects, they find “baitballs”. The

baitballs are created by common-dolphins

that herd the Sardines to the surface as a

way of “entrapment”. Sharks feeling the

vibrations start coming in as well as other

game fish. The whole phenomenon is,

says Gibson, AMAZING to see with birds

from the top, dolphins from the bottom

and sharks from the sides. All the while

the Humpback whale migration coincides,

giving divers some special experiences inbetween

baitball time.

“The occasional Orca visit also doesn’t do

any harm to the divers’ experiences”, says

Gibson, adding that their guest list is made

up of people from all over the world: “It’s

made up mainly of Europeans: French,

Belgian, Dutch & Spanish, and Asians –

mainly from China. The age groups vary

from as young as 25 to as high in age as

65. I can’t say ‘old as’ because these ‘older’

demographics are sometimes ‘younger’

than some 30 year olds I know!”

SAMPLE ITINERARY

Day 1

Arrival at King Shaka

International Airport, transfer

to Blue Ocean Dive Resort and

relax after orientation and “prebriefing”

Day 2

Two Dives at Aliwal Shoal (1 x

reef dive & 1 x Shark Dive, no

feeding and no cages) return

to Blue Ocean, have breakfast /

brunch and transfer to Port Saint

Johns (+-5hr drive)

Day 3-7/9/11

Sardine Run Ocean Safari

Day 8/10/12

Transfer back to the airport or

Big 5 Safari


ELITE TRAVEL TRENDS

Hotel & Tourism

SMARTreport #47

2020 7

7

MALDIVES OPEN TO ALL

The Maldives have officially reopened to tourists

from all nations

In an online press conference, entitled “Opening of Maldives for tourists

and the way forward”, Thoyyib Mohamed, Managing Director of

Maldives Marketing and Public Relations Corporation, announced that

the first post Covid-19 international flight had arrived in the Maldives 15

July carrying 103 tourists from Europe on Qatar Airways.

Mr Mohamed announced a new campaign

for the Maldives, “Rediscover Maldives –

the sunny side of life”, which also kicked

off in July. The campaign is concentrating

on digital media, and underlining

the message that thanks to the “one

island – one resort” concept of much of

the Maldives, 189 out of the Maldives

198 inhabited islands have been totally

Covid-19 free.

“Only tourists and staff are accommodated

on these resorts, far away from the other

inhabited islands, along with the pristine

natural beauty surrounding the resorts,”

said Mohamed. “Privacy and seclusion are

the epitome of what makes it one of the

most sought-after tourist destinations in

the world.”

Maldives Health Minister, Abdulla Ameen,

said he felt a sense of relief and excitement

that the visitor restrictions imposed on

health grounds have been lifted. Mr

Ameen said the Government had a policy

of “health and safety first” for the resorts

across the archipelago. The Minister said all

the resorts have been inspected to ensure

© JA Manafaru

According to the Minister, if a tourist falls

ill with Covid-19 during their stay despite

being asymptomatic on arrival, protocols

have been introduced allowing them to

either stay in a dedicated facility, or even to

remain in quarantine at their chosen resort

if the symptoms are not serious.

Those wishing to visit the Maldives from

any country are able to obtain a free 30-

day upon arrival visa, once they fill-out an

online health questionnaire

“Our message to you, our dear friends

around the world, is this…” said Foreign

Affairs Minister Abdulla Shahid. “Yes,

Covid-19 has changed the world.

It has changed us, too. But your dream

destination – the Maldives – has not

changed. The warmth in our hearts has not

changed. The same white sandy beaches,

the same crystal-clear waters, the same

underwater gardens, bursting with life and

colour, the same sound of waves crashing

on our shores, the same lush palm trees,

and the same warm breeze that passes

through them… The same songs, the same

beats of the drum, the same tastes, the

same rich culture, the same rich heritage,

the same rich art… All this is waiting for

you – waiting for you to rediscover the

Maldives.”

the facilities adhere with the Government’s

standard operating procedures (SOPs).

The guidelines have been put together by

local health experts in coordination with

recognised international standards.

Paradise Island, Maldives


ASIA / PACIFIC

TRAVEL

PRODUCTS

CHANGE TACK

IN CHINA

The ITB China Travel Trends Report has revealed

that health and safety are key concerns

impacting the travel intentions of Chinese

tourists in the “new normal”.

The report is a yearly

publication, conducted

by ITB China, based on a

survey among 200 Chinese

outbound travel agencies

and travel companies,

including interviews with

several industry experts.

It updates global travel

suppliers and Chinese

buyers with the latest

needs of the Chinese travel

market, in order to get best

prepared to restart travel

business in China.

According to the market

survey based on 200 China

outbound travel agencies

and travel companies, the

prevention and control

of the epidemic at the

destination are considered

most important to

Chinese travellers. Sanitary

measures in force will also

become key concerns, as

will stable flights schedules.

Self-driving tours, Free

Independent Travel (FIT)

and customised tours are

being driven by the new

situation to avoid places

with crowds and large

travel groups. “After the

outbreak, travellers may

prefer outbound products

focusing on safety, health

and wellbeing, while

the demand for natural

landscape and customised

travel will also increase,”

said He Yong, President of

HCG Travel Group. Island,

outdoor, natural landscape,

family and medical tours

are expected to be the

most popular themes in

the coming year

ACCOR OPENS FIRST

MONDRIAN IN ASIA

Mondrian Seoul Itaewon is set to become a “lifestyle

destination” in South Korea’s coolest district, marking

the 5 th property in the Mondrian portfolio.

Located in the internationally

diverse district of Itaewon,

the Mondrian, developed in

partnership with sbe hospitality

group, will present what

the group describes as an

“immersive” destination with

bold design, colourful art,

and seductive restaurant and

nightlife offerings.

Boasting 296 guestrooms,

the hotel features a range

of dining and leisure spaces

which are, claims Accor in

an official statement, “unlike

anything Seoul has seen

before”. The outdoor pool

features a spacious viewing

deck overlooking the city, while

Altitude pool bar offers a range

of exotic cocktails, mocktails

and fine wines with casual bites.

Mondrian also brings Asia’s

first Cleo restaurant to the

lobby, delivering the brand’s

famous blend of Miami vibes

and Mediterranean cuisine.

Privilege rooftop bar will curate

a wide selection of whiskeys

and wines, alongside eclectic

live performances, while the

Rumpus Room and Blind Spot

provide more intimate settings

for after-work drinks or to relax

and chill with the sounds of an

in-house DJ. A gorgeous 867 sq

m ballroom with integrated LED

screen and five stylish meeting

rooms provide the perfect

backdrop for any celebration or

event

PREFERRED

TRAVEL

THEME


ASIA / PACIFIC

Hotel & Tourism

SMARTreport #47

2020 9

9

BARIO – NESTLED IN THE

HIGHLANDS OF BORNEO

A little-known remote inland region that “ticks-off

all the boxes”

Penghalu Robertson, village chief of Bario (pronounced

Bariew), holds out his hand to strangers (Pre-Covid) at the tiny

aerodrome as the passengers prepare to board a MAS Wings

Twin Otter back to the coast – one of two flights a day. The

airport is the main entry point for all travellers, unless they are

keen on taking a 12-14 hour slipping-and-sliding bone-shaking

4-wheel drive epic from Miri on the coast.

“How have you enjoyed this

place?”, the chief inquires, with

a warm, genuine smile. In a day,

the visitor will be greeted with

dozens of smiles, and will be

treated to a broad range of local

“bush caught and grown” dishes.

This place thus singularly “ticks off

all the boxes” of Sarawak Tourism

Board’s promotional themes of

culture, adventure, nature, food

and festivals.

an observer, but is accepted as a

friend or “part of the family”.

Lying at an altitude of over 1,100m,

in the north-eastern corner of

Sarawak, Bario, once known as the

“most remote village in the British

Empire”, is home to the Kelabit

people, one of the minority Orang

Ulu tribes of Sarawak (formerly

fierce head-hunters), and its name

means “wind” in their language.

Penghulu

Robertson

In past years, a large number of

research projects around the world

have pointed to the fact that

savvy travellers more and more are

looking for what could be termed

“immersive” experiences, where

they meld into a local community,

becoming as one with its people,

rather than just being observers.

Bario, through its remoteness, and

the fact there are no hotels – just

longhouses – puts one fairly and

squarely in the picture as part of

the local experience. Added to

this is the fact that the “official”

welcome ceremony for visitors

by the Kelabit people involves

the visitor participating, albeit

awkwardly, with an occasional

giggle, in dance and games with

the locals. It means one is not

“What would you say makes Bario

different?”, I ask the chief.

“Of course, there is the Bario

rice, then there is the pineapple.

It grows all over Borneo, but it’s

not as sweet as in Bario. Maybe it’s

because of the climate, or maybe

the altitude. Another thing that

is different here is the weather,

which is much cooler than on the

coast,” he replies.

The homestays provide lodging

and full board, with meals quite

often consisting of organic Bario

highland rice, wild boar or venison,

and jungle plants, topped off with

local pineapple. All organic… of

course

Village chief - Bario

You can find the online

version of the SMARTguide

on the website

www.hotelandtourismonline.com

under the “publications” menu.


ASIA / PACIFIC

CHINESE TRAVEL

AGENTS SAY

RECOVERY WILL

COME IN LESS

THAN ONE YEAR

A comprehensive survey of Chinese travel agencies by ITB China has

found that over 70% believe the industry should recover in less than

12 months.

The 2020 China Market Recovery

Special Edition was conducted by

ITB China to analyse and present

the most important Chinese market

trends in a post-COVID-19 world.

The report is based on a survey of

200 Chinese outbound travel

agencies and travel companies,

including interviews with several

industry experts. The report is a yearly

publication, updating global travel

suppliers and Chinese buyers with

the latest needs of the Chinese travel

market, in order to get best prepared

to restart travel business in China.

Asked about the recovery of the

Chinese outbound travel market,

43% of those surveyed expect that

outbound travel will recover within

the next nine to twelve months. 33%

think it might take six to nine months,

whereas 20% believe it will take three

to six months, and only 4% expect to

see a recovery within the next three

months.

James Liang, Trip.com Group

Chairman said: “Different measures

taken by different countries and

territories will hinder international

travels, which will impose certain

pressure on short-term upward

tendency. However, in the long run, the

industry is extremely resilient and any

irreversible change is highly unlikely”

MACAO

READY GO!

LOCAL TOURS

A subsidised tour project entitled

“Macao Ready Go! Local Tours” was

officially launched on 17 June, with

the aim of reviving regional tourism.

Macao residents can sign up for local tours

scheduled between 22 June and 30 September

at all local travel agencies. Each participant

will be subsidised 280 patacas (around 30

euros) per tour participation, and is entitled

to a maximal subsidy of 560 patacas (around

60 euros) granted by the project. A statement

from the Macao Special Administrative Region

Government said the authority hoped the

project “Macao Ready Go! Local Tours” could

lead to progressive resumption of tourism

activities in Macao in parallel with the city’s

scheme for economic recovery.

The project “Macao Ready Go! Local Tours” is

coordinated by Macao Government Tourism

Office (MGTO), sponsored by the Macao

Foundation, and undertaken by a Task Force

formed by Macao Travel Agency Association,

Association of Macao Tourist Agents and

Travel Industry Council of Macau.

Chinese tourists in Brisbane,

Australia

The project “Macao Ready Go! Local Tours”

covers a total of 15 itineraries in two

categories, namely “Community-based

Tours” (six itineraries) and “Leisure Tours”

(nine itineraries). At time of writing, more

than 80,000 people had already enrolled for

the tours


ASIA / PACIFIC

Hotel & Tourism

SMARTreport #47

2020 11

11

© Will Patino

Hokitika Gorge

Shotover Jet,

Queenstown

MESSAGES FROM

NEW ZEALAND

Agencies join forces

to build brand New Zealand

on the world stage

© Fraser Clements

Milford Sound

For the first time, Tourism New Zealand, New Zealand Trade and Enterprise,

Ministry for Primary Industries, Education New Zealand and New Zealand

Story are working together on a joint global campaign to promote New

Zealand’s brand on the world stage.

The new ‘Messages from New Zealand'

content builds New Zealand’s reputation

offshore as a great place to live, study in,

buy products from, invest in and visit again

when the time is right.

“It's incredibly important we continue to

build preference and desire for New Zealand

while our borders are closed, says Stephen

England-Hall, Chief Executive Tourism New

Zealand.

“Even though the world can’t visit us right

now, there are many ways consumers

can choose to experience New Zealand,

through our export products including New

Zealand’s world-class food and beverage as

well as digital content and experiences.”

“We’re working hard to encourage Kiwis to

get out and try something new to support

domestic travel and our tourism sector. At

the same time, it's equally important that

we continue to build preference for New

Zealand’s brand offshore to support exports

today as well as drive our economic recovery

when borders do reopen.”

The Chief Executive of New Zealand Trade

and Enterprise, Peter Chrisp, said: “We

have come to realise that New Zealand is

a special place, driven by a set of shared

values, that underpins everything we do,

including our response to the threat of

Covid-19.

“So, at a time like this, when we can’t visit

our markets, it is important to keep this

special brand of New Zealand alive. This

brand provides a ‘halo’ effect around the

wide range of New Zealand companies

that trade with the world, our food and

beverage exporters, our tech companies,

our investors.

“This brand builds New Zealand presence

in markets and creates new opportunities.”

According to Ray Smith, Director-General

MPI, New Zealand has a global reputation

for producing some of the world’s finest

food and beverage: “Our farmers, growers,

fishers and processors take significant pride

in what they produce, from our beautiful

meat, fish and seafood to our top-quality

wines, dairy products, and fruit and

vegetables.

A series of videos filmed with every

day and notable Kiwis showcase the

nation’s unique identity and perspective

about what’s important to them. The

campaign asks questions like ‘If you could

encourage the world to do one thing, what

would it be?’ garnering responses from

everyday Kiwis and notable Kiwi success

stories from sectors like New Zealand’s

world-class food, export products and

our tech sector.

The campaign launched 19 July and will run

into 2021


INNOVATIONS & TECHNOLOGIES

ADDING VALUE

TO HOSPITALITY –

THROUGH TECHNOLOGY

FCS surfs on a new brand identity, along with a fresh range of

apps set to drive more efficiency in the hospitality sector

With more than three decades of experience globally, hospitality technology

platform provider FCS is now promoting the REVO range of mobile apps –

set to make like much easier… and profitable… for the hotelier.

of the company with our fresh new look

embodying our innovative spirit and

forward-thinking approach.”

FCS is a leading hospitality mobile

technology provider with an extensive

portfolio of integrated solutions. HITEC

Minneapolis 2019 saw the unveiling of

the company’s 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 whereby 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

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, 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

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


Hotel & Tourism

SMARTreport #47

2020 13

13

360 ° view of Hotel Operations - unified instant communication

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:

back-of-house automation can improve

the property's result.

Chatelain outlines the top reasons for

investing in FCS apps:

Guest experience & 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. 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.

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, the

company’s launched a new visual identity

in July 2019, representing the company's

vision


INNOVATIONS & TECHNOLOGIES

THE MESSAGE IS CLEAR

Hotels gearing up to receive guests in the “Covid-19 world” benefit

from new information pathways

Whether it’s wayfinding, personal health and safety information, or details

of cleaning protocols, the need to get the right information to guests in a

timely manner is essential. But the scenario changes day by day.

Digital technologies are essential

in dealing with these factors in a

professional manner, but that’s not all.

Those industry players who may have

been lagging behind in the digital world

are today finding that an investment in

digital displays, along with easy-to-use

dedicated software, not only facilitates

dealing with issues connected with the

constantly evolving Covid-19 situation,

but can also add new and untapped

revenue streams. In other words, the

initial capital investment pays itself off in

a short space of time.

What kind of information should we

give our guests?

In the current circumstances, the more

the better. Guests need to be made to

feel comfortable with the fact that on

the one hand, new cleaning protocols

are being strictly adhered to, and on the

other, they need to be guided as to how

they should “behave” in different parts

of the property. This may include the fact

that as they enter the restaurant area, the

rest rooms, or other areas of high traffic,

they are required to wear a protective

mask and disinfect their hands. In certain

zones, wayfinding is added-to by “oneway”

areas, to avoid guests or personnel

crossing too closely to one another.

How should the information be

delivered?

Touch points need to be avoided, meaning

the best way to deliver information is

via digital media of different kinds. One

way to do this is with QR codes that

can be “flashed” by visitors on their

smart phones. This is particularly useful

in restaurant settings, where the guest

has time to browse through the menu

on their phone. Here, it is important

to take into account that due to the

screen size, text and images should be

enlarged accordingly in order to facilitate

consultation by the user.

For wayfinding and other punctual

notifications in common areas, the best

way to present information is via dynamic

digital displays, managed centrally thanks

to dedicated software. In this way, new

messages can be enacted immediately

when and where necessary. Screens of

different sizes can be used for different

applications. The introduction of digital

signage also gives the opportunity to

communicate secondary messages to the

customer, which in turn can foster new

business.

A display on the concierge desk, while

giving health and safety information, can

also be used at the same time to promote

various local tours or tourism services

(such as bike or scooter rental), motivating

customers to use the concierge to book

them, thus bringing in extra commissions.


Hotel & Tourism

SMARTreport #47

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The fact that the displays are dynamic –

allowing for the use of bright, interesting

moving images – attracts the customer’s

eye, and allows for regular changes to

promotions.

Your “essential service” displays thus

become an important marketing tool.

Numerous studies have shown that the

use of dynamic signage in this way can

have an immediate positive effect on

business, often resulting in return on

investment within the first 18-24 months

of use.

DIFFERENT MESSAGES

FOR DIFFERENT AREAS…

CREATING ECONOMIC

AND FLEXIBLE

SOLUTIONS

When we think of digital displays, one

tends to think of large screens placed on

walls in key locations. This is of course

an important way to present information

to guests in a dynamic way. On the

other hand, small displays should not be

overlooked in a variety of environments

and use scenarios.

SMALL DISPLAYS

SHOULD NOT BE

OVERLOOKED IN

A VARIETY OF

ENVIRONMENTS AND

USE SCENARIOS

Samsung’s QB13R / QB13R-T small display

enables personalised and more impactful

communication through its compact and

versatile design. An all-in-one solution

designed for professional use, the display

improves the operational efficiency of

content, while also ensuring reliable

performance for all kinds of professional

use, improving customer engagement.

Designed for professional use, Samsung’s

QB13R Series delivers clear content using

the embedded MagicINFO S media player,

supported by reliable 16/7 operation and

industry standard certification to ensure

safe operation, and reliable performance.

To engage customers more directly, the

QB13R can also be used as a shelf display

(i.e. in boutiques) to promote a specific

or targeted item, in addition to showing

promotions at the point of sale (POS) or

counter.

With an embedded MagicINFO S

player, backed by TIZEN, the QB13R

allows efficient and seamless playback

without any external media player. SSSP

also allows easy content development

through reinforced compatibility with

multiple web formats. The powerful Knox

security system provides rigid, three-layer

security, offering airtight protection at the

application, platform and system level,

while restricting access to content and

hardware. In addition, remote control of

the network and USB ports prevents any

unauthorised access.

CONVENIENT, CLEAN

DISPLAY CONTROL

With center IR, each display receives IR

signals direct to the panel, allowing easy

and convenient remote control even with

a tailored installation. When mounted,

display doesn’t require an IR receiver

cabling extension. Built-in Wi-Fi allows

wireless remote management for both

content and display.

Indeed, small sized displays are being

adapted as common tools within

numerous environments. More

personalised, intimate content can now

reach the right audience at optimal

points in time, increasing engagement

and sales opportunities. Efficient content

management and reliable performance

ensure hotels and restaurants can operate

displays easily and seamlessly. Guests

feel reassured, while the hotel operator

has a powerful new medium to promote

additional services


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