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Winter 2018 Small-minded
Brands bet big on
micro hotel rooms
Private matters
Behind the Marriott
data breach
www.hmi-online.com
The gold
standard An official
publication of
How spa leaders are raising
their game to new heights
www.ehma.com
Instagram design • Investment roundtable • Italy focus • Peggy Chan
HMI077_Cover.indd 1 19/12/2018 15:25
GERMAN PRECISION,
GLOBAL VISION
Steigenberger Hotel Business Bay Steigenberger Golf & Spa Resort
Dubai, UAE Camp de Mar, Mallorca/Spain
MAXX by Steigenberger
IntercityHotel Braunschweig Jaz Amsterdam
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Deutsche Hospitality stands for an
exceptional portfolio comprising more
than 130 hotels on 3 continents.
Steigenberger Hotels and Resorts are
synonymous with elegance, MAXX by
Steigenberger hotels focus on the
essentials, Jaz in the City is young,
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offer excellent connections at major
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Deutsche Hospitality.indd 1 19/12/2018 09:34
From the editor
On the web...
Keep up with the latest developments
across the hotel industry by visiting
www.hmi-online.com Phin Foster, editor
Great expectations
T
ravel has long been prescribed as speak to some of the biggest names in
a cure for life’s ills, but even the the industry, including Rosewood’s Niamh
most evangelical jetsetter could O’Connell about the challenge of rising to
Hotel Management International
not have foreseen the extent to which ever-increasing guest expectations and
Winter 2018
wellness tourism would rise to prominence how operators are positioning themselves
EDITORIAL
over recent years. According to the Global to leverage the benefits that this booming
Editor Phin Foster
phinfoster@compelo.com Wellness Institute, the $639-billion wellness market has to offer.
Chief sub-editor Thom Atkinson
Sub-editor Dale Hogan
travel market’s annual growth rate of 6.5% Booming markets are something
Senior feature writer Greg Noone during 2015–17 is more than double the European hoteliers can never get enough
Feature writers Grace Allen, Tim Gunn
Production controller Steve Buchanan figure for tourism overall. World travellers of, but in many cases, things have been
Group art director Henrik Williams made 830 million wellness trips last year, so good for so long, a number of investors
Designers Sandra Boucher, Martin Faulkner
139 million more than in 2015 – and these and operators are starting to give far more
COMMERCIAL
trips represent 17% of total expenditures. thought to exactly where we sit in the
Copy coordinator Melissa Parkinson
Publication manager Richard Pollard While the US and Europe continue to current cycle. We travelled to Deloitte’s
Subscriptions marketing manager European Hotel Investment Conference
enjoy record revenues, wellness tourism
Dorothy Musariri
Publisher William Crocker growth is also a tale of developing markets, to hear industry leaders, including Keith
with Asia-Pacific, Latin America-Caribbean, Barr of IHG and Radisson Hotel Group’s
Middle East-North Africa and sub-Saharan Federico González, debate how current
Hotel Management International is published quarterly Africa all clocking robust gains, and success can be sustained, as well as
by Compelo, which is a member of the Audit Bureau of
Circulations, and is an official publication of the
accounting for 57% of the increase in what lies further down the road.
European Hotel Managers Association. wellness over the past three years. Over But as well as looking at the big picture,
Registered in England No. 09901510.
the past five years, Asia has proved the sometimes it’s good to think small. Global
John Carpenter House, John Carpenter Street
London, EC4Y 0AN, UK number one gainer in wellness tourism brands are placing major bets on micro
Tel: +44 207 936 6400 Fax: +44 207 411 9800 trips and revenues. hotel rooms in an effort to appeal to the
www.compelo.com
www.hmi-online.com At the heart of this trend sits the hotel, younger generation of travellers who
ISSN 2041-2452 © 2018
which is now the fastest-growing spa want an affordable experience that doesn’t
Published in association with: segment worldwide. Operators are offering sacrifice comfort or privacy. We discuss
All rights reserved. No part of this publication may be unprecedented options when it comes to this trend with Hilton’s Tripp McLaughlin,
reproduced, stored in a retrieval system or transmitted in any
form or by any means, electronic, photocopying or otherwise, treatments and programmes, but are also Premier Inn’s Carlo Del Mistro and Pod
without prior permission of the publisher and copyright owner.
While every effort has been made to ensure the accuracy of the coming to understand that wellness is, Hotels’ Richard Born.
information in this publication, the publisher accepts no
responsibility for errors or omissions. The products and services in many cases, an extension of guests’ Those are just some of the highlights
advertised are those of individual authors and are not necessarily
endorsed by or connected with the publisher. The opinions
expressed in the articles within this publication are those of
daily health regimes, which may include contained within. As always, I hope you
individual authors and not necessarily those of the publisher.
The 2018 US annual subscription price for Hotel Management
consciousness and mindfulness techniques, enjoy our latest edition and greatly look
International is $164. Airfreight and mailing in the US by agent
named Air Business, c/o WorldNet Shipping Inc, 156–15,
or personal trainers. For our cover story, we forward to hearing your thoughts.
146th Avenue, 2nd Floor, Jamaica, New York, NY11434, US.
Periodicals postage pending at Jamaica NY 11431.
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International c/o Air Business, c/o WorldNet Shipping Inc, 156–
Also in this issue
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Subscription records are maintained at Compelo,
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Air Business Ltd is acting as our mailing agent.
Page 32: Patrick Kingsland speaks to industry
SUBSCRIPTIONS
executives about independent midscale hoteliers.
Single issue price: UK £31 EU €47 US $62 RoW $80
One year: UK £80 EU €125 US $164. RoW $167 Page 39: Experts discuss the Instagram effect
Two year: UK £127 EU €198 US $261 RoW $266
and the ways designers are adapting to best
Tel: +44 (0)845 073 9607 (local rate)
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Fax: +44 (0)207 458 4032
Email: cs@compelo.com
Page 44: Chloe Scott-Moncrieff speaks with Peggy
Address: Compelo, Riverbridge House, Ground Floor, South
Tower, Anchor Boulevard. Crossways, Kent DA2 6SL
Chan about her plant-based hospitality empire that
currently spans three continents.
Printed by Stephens & George Print Group
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Hotel Management International | www.hmi-online.com 3
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SDI.indd 1 19/12/2018 09:37
Contents
Cover story
48
20
A look towards the future at EHIC.
35
The ‘software approach’ operators in the spa industry are implementing to stay ahead of market demands. Why big brands are looking at small hotel rooms.
17 The perfect balance of caution is now creeping in
The intelligence between business with signs of slowing growth
and leisure and a shift in the profile of
8 News & vital statistics Meliá Hotels International investors. Andreas Scriven,
lead partner, hospitality and
10 Middle Eastern promise 19 Innovation in hospitality leisure at Deloitte, and Peter
The Israeli hotel market is going Worldline Szabo, associate at HVS Hodges
through something of a boom period, Ward Elliott, give Patrick
with performance hitting impressive 20 The bigger picture Kingsland their insights.
levels in both city and resort Deloitte’s European Hotel
destinations. Hotel Management Investment Conference 26 Push it forward
International’s partners at STR break encouraged delegates to consider Accor Hotels president of
down the figures. the long view in an environment Europe Franck Gervais, COO
where it can be all too easy and founder of citizenM Michael
EHMA to become distracted by more Levie, Hilton president of
immediate concerns. Hotel EMEA Simon Vincent, and Andrea
12 The finer details Management International Jones, senior vice-president
Hans Koch discusses the travelled to the Dorchester of international development at
importance of creating a hotel in London to hear some of the Marriott, discuss the ways their
restaurant that can stand as sector’s biggest names, including brands remain focused on the
its own unique endeavour, while IHG and Radisson Hotel Group operations of the future.
maintaining the ambience. CEOs Keith Barr and Federico
González, look beyond
the current cycle and debate
Regional focus
Business management
challenges and opportunities
& development
coming over the horizon. 29 In the face of adversity
Despite ongoing political and
14 A lighting control 23 Proceed with caution financial instability within the
partner for hospitality After another strong year of hotel country at large, the numbers
Simon performance in Europe, a sense for the Italian hotel market
Hotel Management International | www.hmi-online.com 5
HMI077_102_Contents_USE THIS ONE.indd 5 19/12/2018 16:07
Contents
continue to look relatively striking and unique design to collectively account for 6,000
healthy. However, with attract customers. We hear from properties in more than 100
transaction volumes down experts on the Instagram effect countries and employ 220,000
this year on 2017 levels, how is and the steps designers need to people globally. Meenal Sachdev,
the investor profile changing, take to maximise this new source founder and director of the
where are they looking to get of exposure. Shiva Foundation, outlines
deals done and how attractive is the network’s formation,
the hospitality segment compared 43 LED is a light that and highlights its ten
to other real-estate opportunities? never goes out recommendations for
With the help of Colliers Visive Group combatting modern slavery
International, Hotel Management in the hospitality sector.
International takes stock.
Food & beverage
Technology
Special report 44 Healthy profits
For chefs at all levels, 55 Into the breach
32 Soft sells vegetarianism and sustainability Marriott International has fallen
Soft brands have enjoyed can no longer be considered victim to the second-largest
significant success in the luxury niche concerns. Chloe Scott- data breach ever recorded. In
segment in recent years, but a Moncrieff talks to restaurateur this paradigm-shifting moment
number of operators are switching and activist, Peggy Chan, about for the hospitality industry,
their focus to independent blazing a trail for plant-based Tim Gunn brings together
midscale hoteliers, launching eating, and a hospitality career what we know so far to assess
new offerings that promise the spanning three continents and a what hoteliers need to learn
retention of independence and number of different incarnations. from the hack and how they
the ability to leverage global can balance data security
scale. What accounts for this 47 Better by design with more traditional customer-
shift and how can the concept Sleep + Eat facing goals.
be adapted for a segment more
associated with consistency Guest amenities 58 Ready, set, go
and standardisation? Patrick LG
Kingsland speaks to Philippe
Bijaoui of Wyndham, Hilton’s 48 All’s well that starts well
Directory
Mark Nogal and hotel consultant The wellness industry is
Bjorn Hanson. booming and hotels at all levels
are looking to benefit. However, 60 Product showcase
increased opportunities also
Operations
mean an increasingly savvy 61 Index
guest demographic demanding
35 Size does matter something genuinely new and
Global brands are betting big on different. Paul King speaks to The insider
small hotel rooms in an effort to global spa leaders about the
appeal to the younger generation challenges of meeting those 62 Further afield
of travellers who want an demands and why operators After almost 50 years in
affordable experience that doesn’t must adopt a ‘software the hotel industry, finishing
sacrifice comfort or privacy. approach’ when it comes his career as GM of The
Hilton’s Tripp McLaughlin, to devising and delivering Churchill in London, and Hyatt
Premier Inn’s Carlo Del Mistro appropriate programming. International’s VP for UK and
and Pod Hotels’ Richard Born Ireland, Michael Gray retired
make small talk with Elly Earls. from front-line service in March
Security
2016. However, he remains the
UK and Ireland national delegate
Design
51 Break the system for EHMA, is committed to
In 2016, Shiva Foundation growing membership beyond
39 Under the influence brought together a diverse group the UK capital and will be
The rising popularity and of hospitality players to create visiting hoteliers across the
influence of Instagram has the Stop Slavery Hotel Industry region throughout 2019 in an
required hotels to invest in Network, whose members effort to promote its benefits.
6 Hotel Management International | www.hmi-online.com
HMI077_102_Contents_USE THIS ONE.indd 6 19/12/2018 16:07
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LG Page 1.indd 1 19/12/2018 09:39
The intelligence > News
News
EXPANSION Orbis’s growth in Poland, then managing director of Europe, is to in the next four years, under the
Accor looks to across Central Europe since step down from her position at the auspices of brands such as Ritz-
buy out Orbis 2014, where Orbis has become end of March 2019. McPherson has Carlton, St. Regis and W. More
today a formidable leader. The been with the company for 32 than 60 projects are planned,
AccorHotels has launched a bid proposed transaction will enable years and was appointed to her with 17 signed in 2017 alone – the
to buy all the shares of Polish AccorHotels to accelerate its current role in 2010. She will be company already has 90 residential
hotel operator Obis it does development in the region. replaced by Liam Brown, currently properties open. “As the number
not already own, numbering In addition, it will enable president, select brands and of residential condominium
21.8 million and 47.31% of AccorHotels to further owner and franchise services, buyers grows globally, Marriott
the share capital. Obis is the implement its active North America. International’s well-known brands
exclusive master franchisee of asset management policy.” “Amy leaves an impressive track are ready to welcome them ‘home’
a number of AccorHotels brands Hotel Mercure Warszawa record of accomplishment,” said and deliver a distinct experience,”
in central and eastern Europe, Grand, Poland. Marriott International’s president said Tony Capuano, executive
and operates 128 hotels in 16 and CEO, Arne Sorenson. “Under vice-president and global
countries. Accor’s offer is her leadership, Marriott has moved chief development officer
unconditional and worth from number ten in total rooms at Marriott International.
€442 million, and opens from distribution in Europe to number
the 17 December 2018 until 19 two today – an achievement made BRAND IDENTITY
January 2019. all the more impactful because it IHG launches voco
“AccorHotels and Orbis have happened against the backdrop hotel in Dubai
built a long-term partnership of some of the most complicated
since their first business economic and geopolitical times IHG has added a Middle East
agreement 45 years ago,” said in Europe’s history. Amy has been property to the expanding portfolio
Sebastien Bazin, chairman and a remarkable leader for Marriott in of its new upscale voco brand,
CEO of AccorHotels. “As its Europe – an incredible steward rebranding the Nassima Royal
largest shareholder since 2000, of our culture, the driving force Hotel as voco Dubai. “IHG has
AccorHotels has fully supported behind our growth and innovation identified significant growth
and a consummate professional. opportunities in upscale
DEVELOPMENT She will be missed.” hospitality,” said Pascal Gauvin,
Sense Spa, as well as meeting In other news, Marriott IHG’s managing director for India,
Luxury openings
and events facilities. International brand Courtyard Middle East and Africa. “The
from Radisson “The opening of Rosewood by Marriott has announced the signing of voco Dubai is a
and Rosewood Venice will mark a significant intention to open nearly 30 new significant step in this direction.”
The Radisson Hotel Group has moment for the Rosewood brand hotels in Europe, almost doubling The development follows
added two new properties to the as we continue to build out a the brand’s presence on the the opening of the first voco,
luxury brand Radisson Collection. prominent presence in Europe,” continent. The UK is a key location, on Australia’s Gold Coast, and
In Budapest, the Radisson said Radha Arora, president of with five new hotels set to open the rebranding of the Principal
Collection Basilica will feature a Rosewood Hotels and Resorts. “We in cities such as London, Glasgow St David’s in Cardiff. Another
rooftop bar overlooking the city are excited to bring our Sense of and Oxford. New markets include transformation to voco is set for
and will open in 2020. In Moscow, Place philosophy to this landmark Georgia, Finland, Iceland and the Kirkton Park Hunter Valley
the Radisson Royal Hotel has 501 property so as to provide new Romania, where hotels will in New South Wales, Australia, in
rooms and suites, and an Olympic- opportunities of exploration not open in Cluj-Napoca and 2019. “We are very proud to bring
sized swimming pool, as well as only for affluent explorers visiting Bucharest Floreasca. this amazing property to life as
its own fleet of yachts that provide from afar, but also for members voco Kirkton Park Hunter Valley,
EXPANSION
cruises on the river. of the local community who are and to further build on our
In addition, 2020 is set to see looking to experience their city Marriott personal passion for sustainable
the opening of luxury brand in a fresh way.” International’s stays,” said general manager of
Rosewood’s first hotel in Venice.
APPOINTMENTS
residential Kirkton Park Hunter Valley Penny
Housed in the 15th-century Crossley. “We look forward to
Amy McPherson portfolio grows
Palazzo Dona’ Giovannelli, in the continuing to offer the charming,
city’s Cannaregio sestiere, the hotel to leave Marriott Marriott International is set memorable and distinctive
will feature around 50 rooms and Amy McPherson, Marriott to expand its portfolio of hallmarks we are famous for,
suites, two dining rooms and a International’s president and residential properties by 70% with a dash of the voco flair.”
8 Hotel Management International | www.hmi-online.com
HMI077_103_News and stats_v2.indd 8 19/12/2018 13:35
The intelligence > Vital statistics
Vital statistics
Travel to cities growth, 2007–27 Tourism destination cities by GDP in 2017
Analysis of arrivals to 300 cities sees a steady projected percentage increase as a share of In the top ten largest destination cities, only Bangkok and Paris have a larger proportion of
all destinations. tourism GDP coming from international rather than domestic visitors.
47% Tourism GDP split by international International contribution
and domestic, US$bn Domestic contribution
46% Shanghai 4.3 30.7
Beijing 4.1 28.4
45%
Paris 19.3 8.6
44% Orlando 3.4 21.4
New York 11.7 13.1
43%
Tokyo 7.6 14.1
42%
Bangkok 18.2 3.0
41% Mexico City 2.2 17.5
Las Vegas 2.6 16.9
40%
Shenzhen 7.1 11.9
2007 2009 2011 2013 2015 2017 2019 2021 2023 2025 2027
0 10 20 30 40
Source: World Travel and Tourism City Travel and Tourism Impact 2018
September 2018 YTD RevPAR (%) change in Europe
Overall, Europe has seen 5% growth, with the
highest increase in Istanbul.
Edinburgh -1 Warsaw -3 4
Amsterdam 7 Kiev 13
-1 3 20
Dublin 8 Prague -1
London 1
60
Budapest 7
8 7 5 -3
Brussels 12
Vienna 1
Zurich 6
5
12 -1 13
Bucharest 4
7
Paris 17
Belgrade 0 17 6 5
Madrid 1
Istanbul 77 4
Barcelona -9
Lisbon 10
Athens 6 -9 4 0
Helsinki 4
1 77
Rome 4
10
Copenhagen 3 St. Petersburg 20 6
Berlin 5 Moscow 60
Source: STR
Movers and shakers
A slew of vice-president of global loyalty vice-president of well-being for Chairman for 2019. Klok was
high-level and partnerships. Hempall has the group’s luxury and upscale first elected to the Board of
appointments worked at IHG since 2003, when brands. Brown has over 20 years’ Directors in 2013 and has
at IHG have he joined as the UK-based experience in this area and joins over 15 years’ experience
seen Brian director of global strategy. from a position as global design in the hospitality industry.
Brian McGuinness. McGuinness In addition, Josh Litmann director at Resense Spas. Four Seasons Hotels and
join as the group’s senior vice- has moved to the group as Tommy Lei has become Resorts has hired fitness guru
president of global guest head of luxury development, CEO of the luxury hotel group and author Harley Pasternak
experience shared services. Europe. He leaves a position GHM, which has properties as global fitness adviser.
McGuinness previously worked as vice-president and head of across Europe, Asia and the Pasternak will oversee
as global brand leader and senior development in the EMEA Middle East. He moves from refinements and enhancements
vice-president for Marriott, region at Hard Rock Hotels six years spent at Onyx of Four Seasons’ facilities as
Starwood and Delta hotels. and Casinos. Hospitality Group. well as creating a video series.
IHG has also promoted At AccorHotels, Emlyn Best Western has elected “Together, we’ll take a holistic
Christian Hempell to senior Brown has been appointed as Anthony Klok as Board approach to fitness,” he said.
Hotel Management International | www.hmi-online.com 9
HMI077_103_News and stats_v2.indd 9 19/12/2018 13:37
The intelligence > STR
Middle
The Israeli hotel
market is going
Eastern
through something of
a boom period, with
performance hitting
impressive levels
in both city and
resort destinations.
promise
Hotel Management
International’s
partners at STR
break down
the figures.
occupancy level was the second highest for As a result, RevPAR jumped 18.9%. In
the October year-to-date time period, while absolute values, Tel Aviv has shown the
the RevPAR level was the highest. highest absolute occupancy (73.9%) and
ADR (ILS939.40/£196.62).
Key market growth “Jerusalem and Tel Aviv are the
At the market and submarket levels, two cities outperforming the national
Jerusalem has been the top performer average, but as another indicator of the
in terms of growth. Through the first ten health of the country’s hotel industry, we
I
srael’s hotel industry is on pace for months of 2018, the market’s occupancy are also seeing growth across Haifa, Eliat
a record-breaking year with average was up 5.3%, and ADR increased 12.9%. and the Dead Sea,” Emanuel said.
daily rate (ADR) as the main driver of The
Figure 1. Record year-to-date RevPAR performance
performance, according to data from STR.
Through the first ten months of 2018, Israel, October YTD (2013-18)
Israel posted an ADR of ILS806.28 ADR RevPAR OCC
900 - 71%
(£168.75), a 7.8% increase compared with
800 -
the same period in 2017. Additionally, 70%
700 -
that absolute ADR level was the highest
600 - ILS565 69%
for any October year-to-date time period ILS535 ILS518 ILS518
ILS
500 - ILS483 ILS494 68%
in STR’s Israel database.
“Solid growth in demand that began 400 - 67%
in 2016 has given hoteliers in the country 300 -
66%
the confidence to push room rates – 200 -
100 - 65%
even as the presence of the sharing
economy continues to broaden,” says 0- 64%
2013 2014 2015 2016 2017 2018
Thomas Emanuel, STR’s director of
business development.
“Occupancy comparisons have been Figure 2. Panelist responses
fairly flat thus far in 2018, but ADR Visited Heard of and interested in visiting
70% -
increases continue to drive positive year- 63
over-year developments in RevPAR 60% - 55 55
[revenue per available room]. Over the 51
50% -
past two years, both occupancy and
40% -
ADR have been maintained at roughly
10% above the previous performance 30% -
23
peak in the country. All of this points to
20% -
a healthy marketplace overall.”
10% - 7 7
Israel’s occupancy was 70.1% through 6 4 4
October (-0.4% year over year), while 0% -
Jerusalem Dead Sea Tel Aviv Haifa Sea of Galilee
RevPAR reached ILS565.26 (£118.31),
(+7.4% year over year). The absolute Source: STR
10 Hotel Management International | www.hmi-online.com
HMI077_105_STR.indd 10 19/12/2018 13:39A collection of our finest hotels,
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19/12/2018 11:00Insight > EHMA
The finer details
Hans Koch discusses the importance of creating a hotel restaurant that can stand as its
own unique endeavour, while maintaining the overall ambience of the wider establishment.
I
t is time hoteliers realised that
travellers, and untapped local Hans Koch
potential, are tired of the same stuffy Hans Koch is president of EHMA and official delegate for EHMA’s Swiss
chapter. Throughout his 35-year career, he has worked for hotel operators
dining rooms and never-ending multicourse all around the world, ranging from Hilton International to ITC Hotels. He is
meals in hotels. Their restaurants are also managing director of Hans E Koch Hospitality Solutions.
notorious for being overpriced and
underwhelming; they disappoint travellers impress guests and locals. People also like restaurant industry around hotels has
looking for a social atmosphere or a taste talking on social media about the good grown exponentially in the past decade
of home while on the road. meals they had (and also the bad) and and shows no signs of slowing down.
At the same time, local diners often have raising a restaurant's quality will result in Also, in hotels with two or more outlets,
a perception that hotel restaurants are poor more positive exposure on social media. one of those should simply be a bar-lounge
quality, catering to travellers that don't have Another way for hotels to create with food, as it is relevant to the way people
the time to find somewhere more 'local'. attractive stand-alone restaurants is by eat and drink today. We’re currently looking
How this affects a hotel’s reputation partnering with well-known restaurant at millennials and Generation X, but the
depends on the prevalence of dissatisfied operators or celebrity chefs to create a baby boomers also want to socialise with
and angry diners who take to TripAdvisor, buzz. Today’s travellers and locals are younger people. Hotel lobbies and bars are
Yelp or other social media to abrade both always looking for experiences that coming back in vogue.
the restaurant and the hotel that houses it. offer something more. The ones that get
Rather than creating a unique concept, it right are being acclaimed nationally Room key to success
hotel restaurants have often ended up as a and internationally as go-to destinations. Finally, I would say the biggest
last-minute addition to the larger enterprise. In this respect, a big but not impossible challenge a hotel restaurant faces today
For them to be fresh and well received, challenge for hoteliers is the need to is drawing the line between being a
they need to be conceptualised and treated convince owners to invest in attractive destination where locals and travellers
as separate business entities, yet remain concepts, and talented restaurant and want to visit, while accommodating
compatible with the hotel’s concept. bar professionals, and to give these in-house guests that expect good
This can be applied to anything from professionals the power and room to and reliable dining on-property. Hotels
the restaurant’s design to its social media operate, create and practice their skills. It that can successfully manage these
presence. The most successful are those is currently implausible to be a top hotel challenges are boutique concepts and
that also bring in local flavours and design with a mediocre restaurant – the modern brands that are creating winning hotel
elements authentic to the destination. guest is too savvy and will ultimately hold restaurant concepts.
it against you. Restaurants need to be conceptualised
Positive reinforcement Another challenge is that while the hotel and treated as business entities, separate
A number of individual hotels, as well as industry is focused on localised fine-dining to, but compatible with, the hotel. And
some of today’s successful hotel chains, trends, little attention is paid to the growing they need to make sure concepts are
such as Hyatt, Four Seasons and Rosewood popularity of fast-casual dining, the hybrid authentic and comfortable, celebrating
Hotels, have made a strategic shift to only concept that blends fast-food or quick- local ingredients and a local atmosphere
work with specialised restaurant designers, service restaurants with casual dining. in unique ways.
rather than having hotel designers do their Though fine dining will always have a place Restaurants must appeal to travellers
restaurants. Their new concepts cater to at upscale properties, hotel guests expect and locals. When communicating internally
people's appetites for restaurants, lounges variety, especially if they’re spending and externally, be open, true and honest;
and bars that are authentic, casual and multiple nights at a hotel. decide what you want to be known best
comfortable. They’re looking to celebrate People want to have an approachable for. Focus on the pursuit of excellence,
local ingredients and a local atmosphere experience, as well as more formal choices and give your professionals the power
in a unique and unpretentious way. – how many times do you want to go out and room they need to perform.
The latest trends indicate that there is and spend £120 a head on food and wine? And finally, get serious about
a rising interest in upping the quality of So in addition to fine dining, chefs are reputation management, especially on
hotel food, both because it can create great increasingly exploring a quick-service social media channels like TripAdvisor,
profits but also because this is a key way to space in a hotel, as the fast-casual Yelp and OpenTable.
12 Hotel Management International | www.hmi-online.com
HMI077_104_EHMA.indd 12 19/12/2018 13:38Line 6000 dryers
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p13.indd 1 19/12/2018 09:49Company insight > Business management & development
A lighting control
partner for hospitality
After taking into account the new requirements of the hotel sector, and carefully listening
to professionals in the hospitality arena, Simon, through its technology and design, has
an answer to the new, specific demands required for the different areas of a hotel.
S
imon understands that in individual spaces, such as A custom experience in every room
guest rooms, more control, features and experiences The Sense series communicates directly with the guest,
for guests are required. These are obtainable through independent of their age or culture. ‘Sense’ has a modular
easy-to-use keypads from its ‘Sense’ collection, and simplified and flexible touch interface for controlling the lighting,
integration in upgrade processes with traditionally installed temperature and even for accessing all types of hotel
devices that also offer connectivity potential through the services – by way of a simple and user-friendly device
Simon 100 app. For the needs of group spaces, such as that integrates into the design of the room.
event rooms and lobbies, connectivity solutions are provided ‘Sense’ gives users a feeling of control from first
for those who need to work during their stay, and biodynamic contact, thanks to the feedback response provided by
lighting to make long gatherings comfortable. the keypad, which comes in three languages to ensure
Simon can offer new lighting designs for the urban setting communication with the guests. The device vibrates
of the building, as well as the chance to make the hotel stand when it is turned on, emits a sound and lights up when
out in regard to energy efficiency, thanks to electric vehicle activated. This feedback is adjustable and lets the user
charging posts for environmentally conscious clients. An know that the device was pressed correctly, and whether
example of this feature can be found at the Hotel MiM in the desired feature has been activated or not. The LED
Sitges, Spain, the first in Europe to be LEED Platinum- light also indicates constantly if a feature is on or not,
certified, and that offers vehicle charging stations. as shown by the light on the associated icon. ‘Sense’
keypads can be customised with a series of symbols
to indicate the assigned function.
Also of note is the Simon 100 series, with its
technological, appealing design. This series of switches
was created to celebrate the company’s centenary, and
draws its inspiration from the internet of things (IoT).
‘Simon 100’ can be used to digitise a space through
a master device (iO HUB), which features a Wi-Fi
connection. This hub connects to a smartphone
application, which offers features such as being able
to program the devices and outlets in each space. This
eliminates the need for complex remotes and displays
for guests, maintaining a minimalist design and
expanding the potential functionality.
The Simon 100 series recently incorporated
customisable kits, offering, for example, an outlet,
rocker and USB charger in a compact design that adds
the element of connectivity to a reduced space. Not only
that, it also ensures the guest’s mobile will be charged
as fast as possible, as it is capable of detecting the type
of device that is connected.
The importance of common areas
Hotel occupancy intended for congresses and conferences
has taken hold in recent years to become an area with a large
financial impact in the sector. Hotels now have to offer
common areas that live up to the same standards as the
rooms. In an effort to make these spaces both appealing and
The ‘Simon 100’ series boasts an unassuming and elegant design. profitable, Simon created ‘Scena’, a control system that allows
14 Hotel Management International | www.hmi-online.com
HMI077_Simon Sau.indd 14 19/12/2018 10:15Company insight > Business management & development
With guests spending more time in communal areas, the connectivity Lighting presets have been formulated to capture the correct atmosphere
of these arenas needs to match that of individual rooms. for a specific guest or occasion.
setting up different lighting types, or ‘scenes’. This companies thanks to its compact design, which is
feature can be used to add diversity to a space, and easily integrated into different decorative styles,
also to adapt it to the needs of congresses and meetings. and also because it has been designed to boost the
During the same session, the light can be focused on connectivity with the portable versions of today’s new
the speaker or it can be moved to a specific product work tools. ‘Simon 400’ has received the prestigious IF
when talking about its features. Design Award in the product design category, from the
Diffuse lighting and colour changes can be used during IF International Forum Design.
the same session. This guarantees the audience’s attention
and enhances the sales pitch or the training that is Exteriors that build brands
being provided. Outdoor products have been adapted to meet the needs
A biodynamic luminaire can also help to prevent of hotel and resort complexes. These solutions feature
fatigue during long sessions, and thus make the refined appearance, such as the Merak and Altair lines,
congress or meeting more productive for those in which can be finished in graphite, for example, to cover
attendance. Scena calculates the position of the sun the route taken by guests arriving by car to the hotel’s
based on the time and the geolocation of where it is car park or entrance.
being used. With this information, it can recreate the In addition, Simon is a pioneer in charging solutions
lighting that would be present if a closed room were for electric vehicles, where it offers customisable options.
exposed to natural light. This helps the audience to These charging stations are also highly customisable
regulate their circadian rhythms, that is, the physiological and can be adapted to various needs depending on
functions associated with our biological clock, thereby the specific hotel that offers this service as a courtesy
avoiding fatigue and enhancing brain activity. and which can track the electricity use by means of
a personal card that identifies the guest, turns on
Come one, come communal the charger and allows the vehicle to be charged.
Guests, even those who are not attending congresses Simon’s electrical vehicle charging solutions
or professional meetings, are spending more time in stand out because they are simple to use, robust,
common areas. It is essential that halls, cafeterias and easy to install, flexible, can be integrated with third-
bars offer connectivity options, since more and more party systems and have the official certification of
professionals want to stay connected so they can run various electric vehicle manufacturers: Renault, Nissan,
their business or do work, even when travelling. Hotels Mitsubishi and Hyundai.
must meet this new need as much as possible by offering
compact solutions that allow professionals to find all the
connections they need, whether it’s to charge devices
or go online. Further information
Simon
The Simon 400 series, although intended for work www.simonelectric.com
spaces, has been enthusiastically received by hotel
Hotel Management International | www.hmi-online.com 15
HMI077_Simon Sau.indd 15 19/12/2018 10:16You want to invest in a company with a healthy ROI.
So do we.
With over 60 years of experience and more than 375 hotels in 43 countries on four continents, Meliá Hotels
International is one of the world’s leading hospitality companies. An opportunity to invest in a company
with great ROI. An opportunity to invest in a relationship that’s mutually rewarding.
30 consecutive quarters of RevPAR growth and a
5.6% increase in annual RevPAR in 2017 compared to 2016.
LET’S START SOMETHING TOGETHER
When you belong, we go further
ME Dubai ME Doha Meliá Serengeti Lodge
www.meliadevelopment.com
Melia.indd 1 19/12/2018 09:45Company insight > Business management & development
The perfect balance between
business and leisure
Founded in 1956, Meliá Hotels International is the leading hotel company in Spain and
the third largest in Europe, with more than 380 hotels in four continents and an ambitious
long-term project that will take the group to new destinations worldwide.
M
eliá is currently unrivalled in the resort hotel business Two can play at that game
in southern Europe and the Caribbean, where it Meliá has a dual focus on the region, with China as the most
continues to achieve selective and consistent challenging market for the company, and the South Pacific area,
growth. However, it was in Bali, Indonesia, where the company where it has been operating for over 30 years now. As a family-
opened its first hotel outside of Spain, in 1985. This venture run company, it has created strong business links and a deep
marked the beginning of its rampant international growth. friendship with several hotel owners and business groups, with
And now, the company’s development plan is again focused whom it shares common ground on values, a similar long-term
on Asia-Pacific, a market that in the medium term is expected to vision and a liking for the sustainable tourism development.
make a similar contribution to the US and Caribbean, and where “We always aim to achieve a ‘win-win’ solution with every
40% of its current growth is concentrated. Meliá has quadrupled single investor we deal with, because our goal is clearly to create
its portfolio in the region in just five years, operating in countries strong partnerships based on trust and common empowerment,”
such as China, Vietnam, Indonesia, Thailand, Malaysia and states María Zarraluqui, global development managing director.
Myanmar, with a current portfolio of 50 hotels (open and pipeline). “Meliá has an attractive value proposition for hotel owners and
It aims to become the strongest and best-positioned company investors, thanks to its know-how, extensive portfolio of leading
in the increasingly leisure-inspired urban market. The company brands, and family values and service culture, which increase its
aims to make an impact on the growing segment of urban hotels appeal in such a demanding market as Asia.”
that promote business and leisure (‘bleisure’) experiences, as its The company’s commitment to the region goes beyond
expertise and Mediterranean lifestyle are integrated throughout growth, as it has partnered with strategic local players such
its brands. Said brands are strategically positioned to address as Greenland in China, TCC-Land in Thailand, or PTSAI in
different, well-defined customer psychographics. Indonesia, to ensure sustainable growth that is fully integrated
and respectful of the local culture and values.
Expand the experience
Meliá set the APAC headquarters in Shanghai over ten
years ago. Since then, it has taken a long time to study
the market, and gained knowledge and experience about
Chinese travellers. Now, the company boasts four hotels in
Shanghai, Xian, Jinan and Zhengzou, and five more in the
pipeline, with three different brands: Gran Meliá, the Spanish
timeless luxury brand; Meliá Hotels & Resorts, with a distinctive
passion for service and the well-being of its guests, and Innside
Meliá Hotels International promises urban hotels that embody the by Meliá, with European design-led environments that weave a
Mediterranian lifestyle.
taste of the unexpected.
In South East Asia, the company is committed to the
development of these three brands, plus Sol by Meliá and
Paradisus, which are dedicated to the leisure segment. Countries
such as Vietnam, Indonesia, Thailand, Sri Lanka, Singapore,
Malaysia or the Philippines are its main priorities, and it already
has plans to open new hotels in popular destinations such as
Bangkok, Phuket, Koh Samui, Chiang Mai, Phu Quoc, Ho Tram
and Cam Ranh Bay, among others.
Further information
Meliá Hotels International
www.melia.com
The company’s hotels are positioned within luxury destinations.
Hotel Management International | www.hmi-online.com 17
HMI077_Havas Management.indd 17 19/12/2018 10:17Empowering seamless and
unforgettable experiences
Payment is a crucial step in the booking process and if you’re thinking about it
as a simple transaction utility, you’re missing out on an opportunity to engage
your customers digitally and differentiate yourself from the competition. To be
successful in the hospitality industry, you must offer a seamless and frictionless
experience for your guests, also from a payment perspective, while avoiding
unnecessary risks and costs.
Worldline is a payment service provider with a long history of working with
travel industry leaders and growing businesses alike. Whether your company is
targeting new markets or improving processes where you already are, we tailor
your payment programs to meet your unique business requirements, growth
plans and goals.
Wordline.indd 1 19/12/2018 09:46Company insight > Business management & development
Innovation in hospitality
Worldline, the European leader in payment services, is changing how people pay for
hospitality. Chris Lanckbeen, global sales manager corporate accounts travel for the
company’s new travel vertical, explains how Worldline’s comprehensive capabilities are
empowering hoteliers to be successful now and in the years to come.
H
otel payments can be bewildering. The hospitality its ‘PSP Connect’ system we’re able to charge customers for
sector is beset by acquirers, terminal suppliers, online their bookings immediately,” explains Lanckbeen. What’s
payment gateways and dynamic currency conversion more, Worldline’s end-to-end service means they can facilitate
providers. With no easy way of tracking transactions across it without asking for anything extra from hotels.
the board, it is rarely cost-efficient. “What they need is a “This is a strategy-changer for the hospitality world,”
centralised, end-to-end solution,” says Worldline’s Chris he continues. “Often, if you buy goods online you need to
Lanckbeen. “There aren’t many suppliers in the world who pay immediately. I haven’t heard a real explanation for why
can offer that, but we’re one of them.” His company supports it should be different for hotels. Almost all customers think
175 currencies, enabling more than 200 payment methods and they’ve already paid when they arrive, so what is there to
over 40 local acquiring bank connections across every continent. lose by simplifying the process?
In short, a Worldline customer does not need to rely By charging the card you’re verifying it immediately:
on third parties for any service regarding payments and “You’re preventing no-shows as well as chargebacks,
transactions. Since 2015, the company, part of the Atos and minimising transactional costs,” Lanckbeen adds.
Group, has managed AccorHotels’ reservation system
(TARS), which handles an average of 40 million queries We have the know-how and the
and 120,000 bookings a day. It’s only in the past year, knowledge, and like to share this
however, that Worldline has reached the position from
which it believes it can truly impact the travel industry.
with our customers.
The skyline is the limit
Specialist knowledge At London’s 2018 World Travel Market, Worldline announced
“We already had hospitality customers in our portfolio,” explains its collaboration with HotelsPro, the world’s leading hospitality
Lanckbeen, “but we didn’t have a dedicated vertical until last marketplace, and payment platform Paytrek. HotelsPro now
year. It took a huge investment in time, knowledge and people resells Worldline payment terminals and acquiring services
to launch it. We have the know-how and the knowledge and across its network of more than 600,000 hotels and 34,000
like to share this with our customers.” travel agencies. Furthermore, HotelsPro customers are now
At the same time, a number of strategic acquisitions, most able to pay using Worldline’s dynamic currency conversion
notably of Digital River World Payments, have enabled Worldline to tool, helping hoteliers expand into new markets. Mustafa
work on a truly global scale. In fact the acquisition of Six Payments, Korkmaz, managing director of HotelsPro, said the partnership
a strong European acquirer, makes that Worldline becomes the provides customers with a “complete omnichannel payment
Europe’s largest full end to end payment service provider. platform that is seamless, secure and cost-effective”.
Worldline has been able to partner with Availpro Fastbooking As Lanckbeen sees it, this is just the start of an omnichannel
to improve their reservation channel manager, which distributes digital transformation in the hospitality sector. With its
availability data for 11,500 hotels across more than 300 sales connected hotel solution, the company is on track to feed a
channels. Until they joined with Worldline, Availpro could only digital transformation. This provides the possibility to make a
manage pre-authorisations. “Pre-authorisations have a low reservation, payment, speed up check-in and check-out, ordering
value and put hotels in a weak position regarding the certainty services and open doors with the smartkey solution. This
of reservation, as the hospitality industry is facing a lot of technology can also allow the finetuning of room temperature.
no-show situations,” says Lanckbeen. If visitors don’t like the Barcelona skyline, they can put
Pre-authorisation can be an expensive process. The fact that their rooms in New York, or, if they don’t like any skylines,
Visa and MasterCard only pre-authorise cards for a very limited an aquarium. Altogether, this promises the customers a seamless
time undermines hoteliers while exposing them to possible and unforgettable experience in the hotel, and make any task
misuse fees, and the latter charges extra for the privilege. easy for the hotel staff.
Differences between the pre-authorised amount and the
final bill can lead to extra charges, as can currency and card
changes. Booking engines can sometimes misindentify fake Further information
Worldline
cards, and often pile on extra expenses by creating virtual https://onlinepaymentacceptance.worldline.com
ones. “But working with AvailPro Fastbooking, and thanks to
Hotel Management International | www.hmi-online.com 19
HMI077_Worldline.indd 19 19/12/2018 10:20Insight > Business management & development
The
Deloitte’s European Hotel
Investment Conference
bigger
encouraged delegates to
consider the long view when it
can be all too easy to become
distracted by more immediate
concerns. Hotel Management
International travelled to the
Dorchester in London to hear
picture
some of the sector’s biggest
names debate challenges
and opportunities coming
over the horizon.
D
eloitte’s 30th European Hotel CEOs, esteemed economists, investors, we are in the cycle generally comes
Investment Conference (EHIC) operators and Deloitte’s aforementioned down to where you are on the continent
may have invited delegates to head of hospitality and leisure, the truth (and whether you generally consider
“Experience the Future”, but, despite was evident if somewhat frustrating: your glass half full or empty).
our best efforts, it can be difficult to nobody really knows. In the 2018 Deloitte European Hotel
see beyond the here and now. Counterintuitively, that is the problem Investment Survey conducted prior
“Since we gathered in London last with a booming market and sustained to November’s event, almost 50% of
year, the question I have been most upticks; there’s always a nagging respondents said that the UK was at
frequently asked is, ‘are we there yet?’” thought at the back of one’s mind – or the peak of the investment cycle,
commented Andreas Scriven in his at least there should be – that the party while 25% diagnosed it as already
introduction to proceedings. And by the has got to end at some point. Consensus experiencing a downturn. Greece,
end of the day, having heard from global is hard to come by and where one thinks France and Spain, meanwhile, were
The panel debated gender disparity in the upper echelons of the
industry in a talk entitled ‘Workforce 4.0: Empowering and agile’.
20 Hotel Management International | www.hmi-online.com
HMI077_107_Deloitte.indd 20 19/12/2018 16:09Insight > Business management & development
all perceived to be on the upturn. All Andreas Scriven, Federico J González and Keith Barr were
the same, London was still cited as among the industry experts in conversation at the 2018 event.
the second-most attractive city for
investment – behind only Amsterdam,
which retained its number one spot
from 2017. Spain might be looking
good, but Barcelona had fallen down
to sixth in the list. Clarity of any form
was hard to come by.
As we have seen in later stages
of previous cycles, Scriven also
acknowledged, 2018 has witnessed
the return of more exotic deal structures,
which some investors see as unlocking
previously untapped value, while
others interpret it as introducing
new, unnecessary risk to the market.
Nevertheless, there remains a great
deal of capital swashing about and
pricing metrics have continued in an “Everything comes down to RevPAR, everyone is capable of anything.”
upward trend. Scriven foresaw a number but never to revenue per available Looking at the difficulties of
of portfolios and single assets coming customer,” said Julie Fawcett, recruitment more generally, Kate
to market in 2019, events that would managing director of Qbic Hotels. Nicholls, CEO of UKHospitality,
truly test the depth and strength of the “Yes, we might hint at it, but we need argued that the segment sometimes
transactional market over the coming to change our thinking.” ran the risk of talking its prospects
months. Until then, we’d all have to Karan Khanna, managing director for down and overstating the extent
guess and argue. the UK and Ireland at IHG, argued that of a skills shortage.
new platforms had a significant role to “What we have is a labour shortage,”
Eschewing short-termism play in delivering growth in that area, she countered. “60% of our workforce is
The hotel market has always been a though the fundamentals of what under 24, and there is a record level of
long-term game, but it is these more equated to a good hotel experience employment. We do not have a skills
immediate concerns that can bog down would remain in place. shortage in the industry because you
investors and distract their gaze from the “That will come from customer service can train [anyone to do] anything.”
bigger picture. Acknowledgement of the and experience,” he said. “Of course it Other sessions included presentations
dangers of such a mindset prompted is absolutely mandatory for brands to from STR managing director Robin
the 2018 iteration of EHIC to challenge invest in IT, and it has been this way for Rossmann and the founder of TW
its participants to think beyond those quite some time. It is non-negotiable for Consultancy Trevor Williams, as well
next few months and consider how us to invest in our own infrastructure, as panel discussions on the investment
the industry might change more but the challenge is keeping up with the opportunities of tomorrow and future
permanently over the next five pace of change. And then you can start consumer trends.
years and beyond. Technological to focus on what unlocks value, and do
advancements, fundamental that for 5,500 hotels, not just the 15 View from the top
demographic shifts, geopolitical launched that month.” The blockbuster ticket, however,
trends and shrinking talent pools now a firmly established highlight
were all subjects open for discussion. Diversity in recruitment of this annual event, was “view
“Those who don’t look to the Elsewhere, a panel titled 'Workforce 4.0: from the top”, which traditionally
future and start preparing now face Empowered and agile' sought to tackle sees Scriven in conversation with
a significant risk of obsolescence and recruitment challenges, particularly the a global hotel leader.
irrelevance as existing and new entrants acute gender disparity evident in the This year, delegates got two for the
look to disrupt the market,” Scriven higher echelons of the industry. price of one, with both IHG CEO Keith
cautioned the assembled delegates. “If it is only women talking about Barr and Federico J González, president
During a panel discussion on staying women, then that’s a problem,” said Julia and CEO of Radisson Hotel Group,
relevant to the guest, much of the Ingall, chief people and culture officer taking to the stage. From Brexit
debate surrounded how the ways in at Ennismore. “I am an employee first, to Trump to trade wars, the chief
which operators view and leverage a woman second. It is incumbent to go executives agreed that a major challenge
technology needed to change. out to schools and show everyone that for anybody making key business
Hotel Management International | www.hmi-online.com 21
HMI077_107_Deloitte.indd 21 19/12/2018 16:09You can also read
