james chappell Archives - HPG Advisory Services I Hospitality Leadership Advisory

Briefing: staying connected to your customer

Posted on February 13, 2013February 21, 2019 by HPG Advisory

With the explosion of mobile technology across the globe, relationships with customers are no longer one-dimensional. Brands, corporations and businesses need to embrace new media capabilities to stay connected with their ever evolving consumer.

Online commenting, reviewing and criticism is now a 24 hours a day phenomenon, even for the small brands. Understanding the correct tools to use and how to manage this relatively new avenue is integral. Some brands are doing it brilliantly, but are there particular tricks and top tips to learn?

In this briefing we hear from:

Ewan Cameron, CEO of Lonrho Hotels on staying connected to his customers

Joe Stenson, of Queensway Group on continually processing customer feedback for improved service

Peter O’Connor, of the Essec Business School, on which brands are using social media well

And James Chappell, Global Marketing Director of Horwath HTL, on the challenges with media immediacy

If you’ve been sent to this page but you’re not yet on the circulation list to receive these regular briefings and you would like to sign up, you can do so here. It’s free.

Video clips produced by ybc.hpgcms.wpengine.com for the Hospitality Channel, including interviews from industry conferences such as the most recent IHIF conference as well as specific Hospitality Channel shoots.

Briefing: strategies for the Eurozone

Posted on November 15, 2012February 21, 2019 by HPG Advisory

The European region has seen massive change in the last 4-5 years. All businesses have consolidated their positions in wake of the recession. In light of this, what strategies should be employed to achieve continued growth.

Many hotel brands are embedded in the European Union and have had to completely adjust their products. Is the industry ever going to see the sort of growth and development seen pre-2007? Or is today’s market much more about innovating with existing developments and ensuring high-quality standards across the board?

The investment market in Europe has certainly been hit. Understanding when we are going to see the resurgence in deal-making is critical for the development pipelines of all brands.

Experts speaking in this week’s briefing include:

Mark Wynne-Smith, Global CEO of Jones Lang LaSalle Hotels on the European secondary market for investment.

Francois Baudin, of Fairmont Raffles Hotels, on what strategies they are employing in Europe.

James Chappell, Global Marketing Director of Horwath HTL, on the current state of the European market.

And Clive Hillier, CEO of Vision Hospitality Asset Management, with his view on the only two hot markets in Europe.

If you’ve been sent to this page but you’re not yet on the circulation list to receive these regular briefings and you would like to sign up, you can do so here. It’s free.

Briefing: China’s ground-breaking demand

Posted on September 27, 2012February 21, 2019 by HPG Advisory

The unrelenting growth of all industries in China is too much to ignore for the big hotel brands. Entering this market isn’t as simple as cut and pasting Western philosophies into the new cities. Strategic alliances need to be sought and alternative business techniques understood.

Of paramount importance is capitalising on a fast-growth market. Whether that be creating new brands or twisting existing ones, many brands are attempting to be malleable in this Chinese market.

In this briefing we hear from key experts on their thoughts about China. Including:

Ed Fuller, former President and Managing Director of Marriott International on the unprecedented growth in hotel development.

Yann Caillère, COO of Accor Hotels, on Accor’s strategy for tackling the Chinese market

Chris Boulton, CEO of yoo on demand for hotels, particularly branded ones.

And James Chappell, of Horwath HTL, on a different development perspective in Asia.

If you’ve been sent to this page but you’re not yet on the circulation list to receive these regular briefings and you would like to sign up, you can do so here. It’s free.

Briefing: global market conditions for deal-activity

Posted on September 20, 2012February 21, 2019 by HPG Advisory

Confidence in the hospitality deal-making market seems to be picking up. The volume of deals has lagged in the past few years, but has hospitality finally turned a corner? Many believe the industry is now slowly picking up again. The relief for all is paramount.

What markets will see the quickest growth in activity? Have we seen the worst of a flat market? What are the market conditions required for deal-activity? These questions are all answered in this week’s briefing, including comment from:

Frank Croston, Partner at Hamilton Hotel Partners, on what markets he sees picking up first.

Peter Malone, Managing Director of Madison Mayfair, on deal-activity finally being seen in the marketplace.

Clive Hillier, CEO of Vision Hospitality Asset Management, on the market that is no longer falling.

And James Chappell, Global Marketing Director at Horwath HTL, on the continued need for confidence in the hospitality market.

If you’ve been sent to this page but you’re not yet on the circulation list to receive these regular briefings and you would like to sign up, you can do so here. It’s free.

Briefing: digital engagement – the next frontier

Posted on September 5, 2012February 21, 2019 by HPG Advisory

The digital economy is an opportunity for many businesses to gain relationships with their customers like never before. This unprecedented accessibility to understand your consumer has never previously been achievable. Some brands are harnessing this new capability effectively, some are flirting with the idea, whilst some are yet to embrace it.

What is clear, however, is that adopting new digital channels is now critical. They allow you to market and communicate with current and prospective consumers immediately, whilst clients and customers are also more knowledgeable, have greater ability to comment on and rate your business.

This week’s comments come from:

Joe Stenson, Director for Hotels of Queensway Group, on engaging with customers digitally.

James Chappell, Global Marketing Director of Horwath HTL about people being more knowledgeable on everything about your business.

Debrah Dhugga, Managing Director of Dukes Hotel on utilising contemporary technologies now being essential.

And Peter O’Connor, of the Essec Business School, on the trepidation that some businesses show when embracing online tools.

If you’ve been sent to this page but you’re not yet on the circulation list to receive these regular briefings and you would like to sign up, you can do so here. It’s free.

Video clips produced by yBC.tv for the Hospitality Channel, including interviews from industry conferences such as the most recent IHIF conference as well as specific Hospitality Channel shoots.

Briefing: leveraging social networks in hospitality

Posted on July 26, 2012February 21, 2019 by HPG Advisory

Social media has opened new channels for brands to talk to their consumers. Whether it is Facebook, Twitter, TripAdvisor, or the plethora of others, all these tools are integral to any hospitality business looking at a cohesive marketing message.

However, ensuring that you are on the right platforms is probably the hardest conundrum. Due to the wealth of options understanding the online message you want to send out is vital. The most challenging aspect of this is that it is different for every business.

Is hospitality far behind other industries on this issue? What can be done about it? Understanding what can and can’t be achieved is discussed in this briefing, including interviews with:

James Chappell, Global Marketing Director of Horwath HTL, on how the industry is grappling with these new tools.

Clive Hillier, CEO of Vision Hospitality Asset Management, on social media not growing revenue streams.

Steven Rudnitsky, of Dolce Hotels & Resorts on a new generation of consumers.

Peter O’Connor, of the Essec Business School on how to utilise social media networks

If you’ve been sent to this page but you’re not yet on the circulation list to receive these regular briefings and you would like to sign up, you can do so here. It’s free.

Video clips produced by yBC.tv for the Hospitality Channel, including interviews from industry conferences such as the most recent IHIF conference as well as specific Hospitality Channel shoots.