Tag: hilton worldwide

Briefing: ensuring customer loyalty in hotels

Posted on by pmalone

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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Briefing: Government must clear path for hospitality growth

Posted on by pmalone

A well governed organisation offering quality services will engage customers. But without government cooperation and well developed infrastructure the delivery of the product is more difficult. Visas, travel restrictions, expenses and security fears can put customers off.

Collaboration within the industry is needed to highlight these barriers to business. Also, more communication between the governments of neighbouring countries could help create solutions to these issues. Comment includes:

  • Peter Norman, Senior Vice President, Acquisitions & Development, Hyatt Hotels Corporation on why hospitality needs a united voice to lobby against restrictions

  • Patrick Fitzgibbon, SVP – Development, Europe & Africa, Hilton Worldwide on visas, air travel and infrastructure

  • Daniel Silke, Political Analyst & Keynote Speaker, Political Futures Consulting on making business and travel easier in Africa

  • Muhammad Al-Amir, Founder & MD, Riyada International Hotels & Resorts on the need for cooperation among the Gulf States

 


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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: establishing hotel product for new markets

Posted on by pmalone

Hotel brands are expanding across new and exciting global markets in Africa, Asia and the Middle East. In order to fully exploit these vast opportunities, brands must first analyse the needs and expectations in their chosen location. A successful product will be established in a way that embraces the ideas emerging from these unique markets and will avoid using a “cookie-cutter” approach.

Brands are adapting their business strategies to incorporate a sense of place, while maintaining the standards and services which differentiate them from their competitors. This briefing includes case studies and comments from:

  • Patrick Fitzgibbon, SVP- Development, Europe and Africa at Hilton Worldwide on giving an African flavour to their services
  • Jean-Jacques Dessors, COO – Middle East, Africa, Indian Ocean & Caribbean Island, Accor SA on responding to market needs
  • Susan Harmsworth, founder of ESPA on marrying brand standards with a strong sense of place
  • Darroch Crawford, Managing Director of Premier Inn Hotels LLC on tweaking a product to fit the market


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

Briefing: impacts of digital technology on hospitality

Posted on by pmalone

In the modern world the way we receive information and the place we go for news, views and updates is through a connected device. Whether that be a desktop, laptop, tablet or mobile, digital technology is so engrained in life that we don’t even think about it.

As an industry inherently involved in relationships with people, it is imperative that we embrace instant communication and have a strong understanding of how all these tools fit together. In this briefing we hear from 4 experts on how it is affecting the world as they see it. Including:

  • Peter Greenberg, Travel Editor of CBS News on the increased exposure digital platforms can afford you
  • Patrick Fitzgibbon, SVP – Development, Europe & Africa of Hilton Worldwide on why embracing technology is integral for success
  • Taras Ettl, VP – Development, Middle East & Africa of InterContinental Hotels Group on how technology has impacted IHG
  • Andrew McLachlan, VP – Business Development, Africa & Indian Ocean Islands of Carlson Rezidor Hotel Group on the communications revolution
 


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

Briefing: successful deal-making in 2013

Posted on by pmalone

As the 2013 International Hotel Investment Forum makes its annual appearance in the calendar, many will be looking to network and understand where the next great deals of this year will come from. Where are the hot markets? Which are the most innovative hospitality companies? Who should we be watching? How will projects get financed? Many of the delegates will be looking for answers to these questions at the conference.

In this briefing we hear from key experts with their thoughts on where the finance will come from and what makes a great deal.

Including:

  • Kingsley Seevaratnam, of Westmont Hospitality Group, on what he thinks defines a good deal
  • Andrew Sangster, Editor of Hotel Analyst, on deal activity picking up
  • Simon Vincent, President – Europe for Hilton Worldwide on what they look for in a deal
  • And Sean Worker, CEO of BridgeStreet on the bank’s situation as we move out of recession.
 


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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: appreciating the growth opportunities in Africa

Posted on by pmalone

The Tipping Point for Africa has been imminent for a long time. The continent clearly holds huge opportunities, but the complexity and size of the 50+ countries means it is often very difficult to get product there. Having said that, many Governments are working together to try to encourage and break down the barriers for investment, as explained by Dr Nelson Githinji, the Tourism Secretary for Kenya.

For whatever reason, some African countries currently have no branded hotel product within their borders at all and although there are intricacies which need to be ironed out, you certainly shouldn’t dismiss Africa. Reasons why are explained in this briefing by:

  • Patrick Fitzgibbon, SVP Development – Europe & Africa of Hilton Worldwide describes the plethora of opportunity on the continent.
  • Dr Nelson Githinji, Tourism Secretary of the Ministry for Tourism – Kenya, on the concessions for those who invest.
  • Jalil Mekouar, of Jones Lang LaSalle Hotels on the resurgence of curiosity seen for Africa
  • And Joy Albright of the African Export-Import Bank on where she sees the appetite for investment

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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: adopting big brand strategies

Posted on by pmalone

All hospitality companies strategise over where the next growth market is, where can I cut costs in the current business and how can I appeal to my consumer even more? But what do the big brands think and planning for the future?

In this briefing we hear from executives at Hilton Worldwide, InterContinental Hotel Group and Accor Hotels on where they believe the growth of their brands will be. Understanding what they believe the development pipeline is can help shape the trends we may see in the future of hospitality.

Experts this week include:

  • Robert Shepherd, SVP Development and Design – Europe of InterContinental Hotel Group on strategies for a multi-brand organisation.
  • Andrew Sangster, Editor at Hotel Analyst, on what strategies the big hotel brands are employing.
  • Simon Vincent, President of Hilton Worldwide for Europe on the expansion of the Hilton brand.
  • And Yann Caillere, President & COO of Accor Hotels on the hospitality market in general.
 


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Briefing: understanding successful hotel operations

Posted on by pmalone

The components of a successful hotel may seem simple, however, mastering how a hotel ensures repeat business and customer loyalty is hard. There are many variables which can affect a customer’s perception, right down to the towels, glasses and coffee you provide.

With the immediacy of online commenting, it is essential that all staff and stakeholders are up to scratch with how you operate. Successful hotels are able to ensure great stays for their customers by managing their expectations and understanding exactly what they want.

Some hospitality experts share their thoughts on what they believe ensures a hotel’s success. Including comment from:

  • Simon Vincent, President – Europe for Hilton Worldwide on the core component of any hotel.
  • Mark Wynne-Smith, Global CEO of Jones Lang LaSalle Hotels on the commoditisation of hotels which diminishes service.
  • Chris Boulton, CEO of yoo Hotels, on creating a memorable location for guests.
  • And John Brennan, CEO of Jurys Inn Hotels on instilling passion in the workforce to ensure success.
 


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Briefing: using data intelligently

Posted on by pmalone

The proliferation of data has never been so prevalent. Information is being created like never before. Customer interaction in hospitality through technology and software has been used for some time. As these systems become more sophisticated, companies can in turn be much more targeted and personalised in the way they interact with their customers.

The problem in all industries isn’t so much getting the data, it is understanding the data and what it means for future decision-making. Experts believe that 80% of the data that is needed in contemporary decision-making now sits outside your business.

This week we hear from technologists, hoteliers and analysts on their perception of how this is impacting every business, including:

  • Simon Vincent, of Hilton Worldwide on his company using the data of a 30million strong loyal database of customers
  • Sean Worker, of BridgeStreet on the balance needed between technology and real experience.
  • Andrew Sangster, of Hotel Analyst on the lack of analysis the hospitality industry is doing on the vast data they create.
  • And Peter O’Connor, of the Essec Business School on how hospitality can be utlising the data more effectively.
 


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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: defining a good deal

Posted on by pmalone

Following on from last week’s briefing where we looked at the complexities surrounding hotel deals, this week we’re examining the importance of constructing successful deals. Learning from experience can often unlock the ideas and impetus needed.

This briefing includes comment from financiers and hoteliers alike on what they believe defines a good deal. Interviews this week include those with:

  • Timothy Lloyd-Hughes, of Deutsche Bank on which projects will get the debt and equity.
  • Simon Vincent, of Hilton Worldwide on what they look for in a deal.
  • Mark Wynne-Smith, Global CEO of Jones Lang LaSalle Hotels, on the confidence seen in the deal-making market.
  • And Kingsley Seeveratnam, of Westmont Hospitality Group on what he believes defines a good deal.
 


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.

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