Briefing: ensuring customer loyalty in hotels

Customer loyalty is crucial for a successful hotel business. Small and boutique hotels need to offer something special to their customers in order to compete with the chains. Meanwhile international brands are rolling out increasingly sophisticated loyalty schemes to ensure that their customers return to them wherever they go in the world.

While loyalty schemes are not new, hotels are now connecting with customers on an individual level to make them feel appreciated and valued. These operations require careful management and the right technology. Comment from:

  • Mark Weinstein, VP – Strategy & Loyalty, Hilton Worldwide on why loyalty schemes are critical to business growth

  • Taras Ettl, VP – Development, Middle East & Africa, InterContinental Hotels Group on InterContinental’s loyalty programme

  • Andrew Boshoff, Head of Strategy & Development, Global Hotel Alliance on loyalty being the largest area of opportunity for hotels

  • Sinai Pedreschi, Director of Sales & Marketing, The Stafford London on The TNTs that make customers come back

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

Briefing: innovation to reinvent, evolve and adapt to markets

In a changing world, products and operations must respond to disruptions and shifting markets. Business plans cannot be too rigid, especially when applied in new markets where the risk factors are unknown. Old technology and systems that are in place are not always appropriate to deal with new problems.

So what do businesses need to do to keep up to date? How can brands adapt to new environments? And how can smaller hotels compete with the resources of larger brands? This briefing has comment on all these issues:

  • Christine Hodder, General Manager, The Stafford London on balancing consistency with innovation

  • Simon Schwitalik, Director of Business Intelligence – EMEA, TravelClick on turning legacy systems into effective marketing platforms

  • Sanjay Tanna, Director – Commercial &  Investments, ADNEC on why constant reinvention and adaptability is the key

  • Peter Norman, SVP – Acquisitions & Development, Hyatt Hotels Corporation on why hotel brands must continually evolve

 

 

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

Briefing: like, share and embed travel experiences

Online feedback has transformed the hospitality industry. Comment cards and guest books have always allowed customers to share their thoughts on their stay, but now these experiences, both good and bad, are being shared immediately online and it’s influencing where customers choose to spend their money.

Consumers want to get a glimpse of holiday destinations before they go. They are getting their ideas directly from other visitors, not just marketing teams.

So how are hotels dealing with review websites? In what new ways can the holiday experience be shared? And can digital communities be integrated into the marketing plan? Comment from:

  • Charlie Osmond, Chief Tease, TripTease on content creation & social media driving business growth
  • Sinai Pedreschi, Director of Sales & Marketing, The Stafford London on TripAdvisor and customer feedback
  • Satyan Joshi, Industry Manager – Travel, Google on the impact of video reviews on hotels and OTAs
  • Christopher Michau, VP – Global Partner Group, Expedia France SAS on integrating social media into the travel business model
 


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

Briefing: a focus on the 5* hotel segment

At the top end of the hospitality market it is not all about growing an empire as quickly as possible. It is about getting things right and pushing the product to be the very best it can be.

There is a focus on attracting ‘the right kind of customer’, who will bring in a lot of revenue. Consumers are attracted to 5* properties because they are a step above the rest and can be relied upon to offer them what they need.

So what kind of customers use 5* hotels? How important is it to build brand awareness? And where does a 5* product sit within the rest of the market? Answering these questions are:

  • Andrew Boshoff, Head of Strategy & Development, Global Hotel Alliance on a loyalty programme that targets upmarket, international travellers

  • Haddis Tilahun, Executive Director, United Africa Group on leading the way with five star hotels

  • Reto Wittwer, President & CEO, Kempinski on the idea that luxury equals individuality

  • Taras Ettl, VP – Development, Middle East & Africa, InterContinental Hotels Group on answering the demand for a five star business brand

 


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

Briefing: hospitality is more than a job

Traditional career paths are changing and new roles are opening up within hospitality. Still there are some pieces of advice that will always be relevant. Grasping opportunities and experiencing how a business works is important. Having an understanding that extends beyond your own role or department is invaluable.

The industry has its own set of values and core skills. In this briefing four experts share their experience and offer insight into hospitality careers:

  • Paul Pisani, SVP – Hotel Development, Corinthia Hotels on the wide range of the hospitality industry

  • Michael Devereux, Director – Acquisitions & Development, Starwood Hotels & Resorts on the hospitality industry offering many career paths

  • Sinai Pedreschi, Director of Sales & Marketing, The Stafford London by Kempinski with advice for new recruits to the hospitality industry

  • Mohammed Al Nashwan, Chairman & Managing Director, HARTT Hotel Consulting on hospitality being a lifestyle, not a job

 


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

Briefing: maintaining motivation and loyalty in colleagues

A motivated team member is infinitely more valuable than a stifled or disengaged one. Both new talent and top executives are more likely to be loyal if they are offered opportunities to grow and have an active involvement in company achievements.

How important is it to provide avenues for professional development? In this briefing leaders in the hospitality industry discuss their experience of motivating and encouraging staff. With comment from:

  • Christine Hodder, General Manager at The Stafford London by Kempinski on motivating staff and developing team players.

  • Bob Loewen, COO of Wyndham Hotel Group on people being a core philosophy.

  • William Heinecke, Chairman & CEO of Minor Group on getting staff loyalty through empowerment

  • Amine Moukarzel, President of Golden Tulip Hotels on retaining top staff through motivation


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

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

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