Tag: London

Briefing: Guest satisfaction – Meeting expectations

Posted on by Guy Lean

A new study from J.D. Power has found that the overall hotel guest satisfaction score in the US has risen to a record high of 804 out of 1000 in 2015.

It is a different story in the UK. A survey by Hotel Info looked at guest satisfaction scores in Europe. The UK only scored 7.39 out of 10, which put them second from bottom in the list and far behind the top ranked Slovakia, which had an impressive score of 8.22.

So what makes the difference in these scores, and how important is guest satisfaction anyway? Our experts discuss how to ensure guests have what they want:

J.D. Power’s 2015 North America Hotel Guest Satisfaction Index Study is in its 19th year and this is the first time the overall score has passed the 800 point, having risen 20 points from 2014. The factors covered in the score are; the reservation, check-in/check-out, guest room, food and beverage, hotel services, hotel facilities, and cost and fees.

The study suggests that there are two very important elements in achieving good scores. One is that staff anticipate needs and offer friendly service. The second is that the overall operation meets the guest’s expectations of that hotel. The expectation element will vary depending on the branding of the hotel, whether it is a luxury or a budget hotel, and the cost. Guests expect to get what they pay for, and seek out good value.

The survey put The Ritz-Carlton top of the luxury segment, and put Microtel Inn & Suites by Wyndham top of the Economy Segment in the US.

Hotel Info’s survey of six million guest evaluations compared guest satisfaction in cities in the UK.  Sheffield had the highest score in the UK at 8.03 whereas the UK’s biggest market and capital city, London, lagged behind with a score of 7.12.

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

Briefing: The real estate perspective

Posted on by Guy Lean

A survey by Berwin Leighton Paisner earlier this year found that, 70% of hotel professionals believe hotels will continue to outperform “traditional” commercial property investments.

A separate survey by PwC ranked hotels number 6 for investment prospects in a list of 20 real estate sectors. 62% of respondents to the survey said hotels had either good or very good prospects. Serviced Apartments came at number 9 with 59% of respondents saying the prospects were good.

This briefing features professionals from the hospitality industry whose focus is on investment and ownership:

The Emerging Trends in Real Estate Report from PwC showed that London was the most active European real estate market in 2014. A global ranking showed New York was the top city for commercial property investment in 2014 with a sales volume of $57,012, and London was second with $42,889.

The report also highlighted issues and concerns in the real estate industry. 47% of property professionals said a ‘shortage of suitable assets to acquire’ was a significant issue impacting real estate business. 78% of European respondents and 80% of US respondents said ‘demographics and social change’ would have an impact on business decisions in the coming years.

In the US, real estate business prospects for multifamily developers were rated as good (3.9 out of 5). Business prospects for real estate brokers where rated at 3.91 out of 5, and private local real estate owners had prospects of 3.86 out of 5. Prospects across all business sectors listed showed an improvement on the previous year.

Within the hospitality industry, BLP’s European Hotel Market Survey 2015, found that; 80% of hotel professionals say hotels are becoming more of a valued asset class for investors, but are still perceived by many as risky. In the survey, 89% of respondents foresaw increased competition from the residential market with short term lets.

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 so here. It’s free.

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

Briefing: The urban planning revolution

Posted on by Guy Lean

Modern developers and investors are thinking about urban space differently. Mixed-use builds are maximising space in cities, and some hospitality companies are doubling up assets in new projects.

In Manchester, proposals have been made for a new “community” on the site of the old ITV studios. This will have 2-3 new hotels, including an event hotel called Manchester Grande. Nearby, Cycas Hospitality is planning to open two IHG hotels, a Crowne Plaza hotel and a Staybridge Suites, in The University of Manchester‘s campus development.

Our experts give their perspectives on new developments:

The St John’s community development in Manchester is being planned by Allied London, who now have control of the former ITV/Granada studios site. They have also proposed plans for a ‘vertical village consisting of 1,200 homes within six interconnected towers.’ This would be built on a separate area of former ITV owned land.

The University of Manchester‘s campus development is a £1billion project. The Crowne Plaza business hotel and the Staybridge Suites extended stay accommodation will adjoin Manchester Business School’s new two-storey Executive Education Centre. The hotels will serve university visitors and business travellers.

These large scale projects reflect the developments in Stratford for the 2012 Olympics, where IHG also placed two asset classes together; Holiday Inn and Staybridge Suites.

Mixed-use projects and new “communities” are being developed across the globe, often in high rise buildings when space is tight. In Dubai a new ‘Cayan Cantara’ development by Cyan Group will have two towers and an adjoining bridge. The project includes branded residences, hotel apartments, shops, and a spa.

These clever developments will continue to offer hotels, serviced apartments, and other asset classes more and more different ways to fit into the changing urban landscape.

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 so here. It’s free.

Video clips produced by yBC 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

Posted on by pmalone

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: the hotel industry in the UK

Posted on by pmalone

The hospitality industry in the UK is not a unique one. However, the gap between London and the rest of the country is seemingly getting larger. In fact the BBC reported this week that ‘London’s top ten boroughs alone are worth more, in real estate terms, than all the property of Wales, Scotland and Northern Ireland, added together.’

Where is the future of the UK market? How has it been impacted by the continuing lack of deal-making? What hotel product will work well in this market? All questions raised and answered in this week’s briefing, with:

  • Chris Boulton, CEO of yoo on the UK polarisation
  • Joe Stenson, of Queensway Group and the growth in the budget sector
  • Peter Malone, Managing Director of Madison Mayfair on the UK fragmentation
  • And John Brennan, CEO of Jurys Inn Hotels on what he understands the UK market to be like
 


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: is it time for free internet?

Posted on by pmalone

Is it time to offer free internet across the board?  This briefing focusses on an issue which has recently polarised the hospitality industry. The following interviews are courtesy of yourBusinessChannel, the company behind the Hospitality Channel. In a round of interviews in London and Berlin over the last few months, yBC asked key people in the industry to share their thoughts on the topic. Here’s how some of your peers answered …

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Briefing: how will your hotel make money?

Posted on by pmalone

Let’s face it: we’re all in this to make a profit.  This briefing focusses on success strategies to keep profitable in the hospitality industry. The following interviews are courtesy of yourBusinessChannel, the company behind the Hospitality Channel. In a round of interviews in London and Berlin earlier this year, yBC asked key people in the industry to share their top strategies. Here’s how some of your peers answered …

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Briefing: always room for service with a smile

Posted on by pmalone

People make the business – at least that’s what these experts say.  This briefing focusses on the importance of people in the hospitality industry. The following interviews are courtesy of yourBusinessChannel, the company behind the Hospitality Channel. In a round of interviews in London earlier this year, yBC asked key people in the industry to share their thoughts on just how important people are in the business. Here’s how some of your peers answered …

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Briefing: olympics one of many big opportunities for UK industry

Posted on by pmalone

Here comes one of the biggest events London has ever played host to!  This briefing focusses on how the Olympics in 2012 will impact the hospitality industry in just less than a year. The following interviews are courtesy of yourBusinessChannel, the company behind the Hospitality Channel. In a round of interviews in London and Berlin earlier this year, yBC asked key people in the industry to share their thoughts on the ultimate sporting event. Here’s how some of your peers answered …

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Briefing: recession’s silver lining

Posted on by pmalone

The global recession hasn’t been entirely doom and gloom.  This briefing focusses on ways in which the GFC has had “other” impacts on the hospitality industry. The following interviews are courtesy of yourBusinessChannel, the company behind the Hospitality Channel. In a round of interviews in Berlin and London earlier this year, yBC asked key people in the industry to share their thoughts on the recession. Here’s how some of your peers answered …

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