TOP NEWS

📌 The European Union introduced the Digital Markets Act (DMA) in 2022 to regulate digital 'gatekeepers'. As of September 2023, the EU Commission designated seven companies as gatekeepers: Alphabet, Amazon, Apple, ByteDance, Meta, Microsoft, and Booking.com (as of 13 May 2024). The DMA imposes obligations like enabling the uninstallation of pre-installed apps and data sharing with business users. Booking.com must comply with the DMA within six months of its May 2024 designation, affecting rate parity clauses and competition fairness. The UK's Digital Markets Competition and Consumers Act (DMCC) mirrors the DMA, with the Competition and Markets Authority enforcing similar regulations. Unintended consequences of the DMA for hoteliers include a 20% drop in organic traffic and increased distribution costs due to greater OTA visibility.

📅 On Sept. 4, 2024, Micah Solomon, a customer experience expert, spoke on the "Hospitality Daily Podcast" about enhancing guest experiences. Insights include the importance of full attention to customers (01:43), empathy for their mindset (02:43), engaging questions over the routine (04:26), and the necessity of adequate staffing (06:00). He highlighted The Ritz-Carlton's staff empowerment for exceptional service (06:25) and a case of a Hobbit-themed birthday event (07:18), while also noting the timing for "wow" experiences (09:13).

💳 Buy Now, Pay Later (BNPL) is emerging as a key payment method in the hospitality industry, with benefits like improved conversion rates—40% of Gen Z has used BNPL in the past 90 days—and increased booking values, with Affirm reporting a 48% rise in average booking value. Hoteliers see a 14% revenue increase when offering BNPL, which also allows better management of room inventory and enhances guest experiences. Cloudbeds partners with Affirm to provide BNPL options to its US and Canada customers.

📝 Over 90% of travelers read reviews before booking. Hotels should target survey distribution 24-48 hours after checkout for optimal response. Email is the preferred channel for survey completion, with mobile optimization being essential. 35.1% of guests don't leave feedback due to unawareness of survey availability. Incentives like room upgrades or discounts can prompt more than 60% of guests to leave a review. Ethical incentivization and transparent communication are key. Batiqa Hotels increased reviews by verifying contact data for survey distribution. Follow-up practices and using feedback for service improvement are also recommended.

🏡 Atlantis, The Royal boasts the world's largest collection of celebrity chef restaurants, nearly 100 pools, a 1,128-square-meter Royal Mansion suite with a 476-square-meter terrace, and unique experiences like a 24-karat gold stone massage. Partnering with brands like Louis Vuitton and Dolce & Gabbana, the resort offers bespoke itineraries and anticipatory service, recognized by Forbes Travel Guide's 5-star award and inclusion in the world's 50 best hotels. Exciting future developments include the opening of Carbone and collaborations with fashion and lifestyle brands.

📙 eBay UK's GM Eve Williams and General Mills’ VP Ben Pearman spoke at The Marketing Society’s Global Conference on November 14, 2023. Williams, promoted to GM from CMO in March 2023, highlighted marketers' customer-centric approach as crucial for GMs. General Mills often promotes marketers to CEOs due to their consumer focus. Both emphasized the role of marketing experience in fulfilling the strategic functions of a GM, despite challenges like people management and cross-division collaboration. Williams also stressed the importance of turning to younger team members for fresh perspectives.

🏖️ Marriott International partners with Fametro Group to convert Tropical Hotel Manaus, Brazil into a Tribute Portfolio Hotel, marking the brand's entry into Brazil. The hotel, opened in 1976, will have a phased reopening at the year's end. The initial phase includes a wave pool, gym, spa, sports courts, kid’s center, and meeting rooms. Future phases will add a restaurant with Rio Negro views, an orchidarium, a chapel, and a pier. Tribute Portfolio has about 120 hotels in 25 countries. Minor Hotels is introducing Avani Hotels & Resorts to Singapore by Q1 2027. The 200-key, 13-story upscale hotel on 24 Peck Seah Street is a partnership with Kajima Development and Alwathba Investment. Avani, launched in 2011 with 42 properties in 24 countries, aims for 100 hotels by 2026. Pandox AB acquires three London aparthotels from Starwood Capital affiliates for £230 million. The 503-key acquisition will add £34 million in revenue and £17 million in net operating income annually. The hotels, operated by Axiom Hospitality, join Pandox’s existing London portfolio. The Lodge at Jackson Hole, Wyoming, completes a $8-million renovation by Athos Capital Partners. The 154-key hotel offers pools, spa, dining, a fitness room, over 10,000 square feet of

📌 The retail value chain, crucial for delivering products or services, can be applied to hospitality to optimize operations and enhance guest experiences. Key steps include product development (hotel service design), sourcing and procurement (partner management), and manufacturing and production (operational efficiency). Effective distribution and logistics (space and reservation management), along with marketing and sales (guest acquisition and retention), are essential. Retail experiences influence the guest experience, and post-sales service translates to post-stay engagement for hotels. Hospitality can learn from retail to improve service offerings and guest satisfaction.

🏨 National Hotel Employee Day is celebrated on September 1st, in partnership with the American Hotel and Lodging Association, honoring hotel employees' dedication. Mews, a hospitality tech company, designs user-friendly solutions for staff empowerment, such as automating routine tasks and providing mobile accessibility, centralized communication, data-driven insights, and guest self-service features. These innovations aim to enhance guest experiences and support staff in delivering exceptional service.

🏦 Staypineapple Hotels, recognized by the Seattle Times as the best place to work in the Pacific Northwest, is led by president Dina Belon and chief growth officer Mike Hirschler. The company stands out due to its people-focused culture, encouraging authenticity among team members and their Surprise and Delight program, which empowers staff to provide exceptional guest experiences without a budget limit. They focus on hiring for cultural fit and emotional intelligence, rather than task skills, aiming to retain talent that embodies their mission. Their approach includes no uniforms for front office staff, using preferred pronouns, and fostering friendships in the workplace. Staypineapple also engages employees in creating unique guest experiences, like curated local guides, based on team members' interests. This strategy has led to increased repeat business, reduced acquisition costs, higher top-line revenue, and a supportive, enjoyable work environment.