TOP NEWS

📅 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).

🏨 In Asia Pacific, hotel management contracts (HMAs) have extended, with the average base fee decreasing from 1.7% to 1.6%. The 2024 Hotel Management Contract Survey, analyzing 400 HMAs from the past two decades including 145 agreements from 2018-2023, reveals a rise in performance termination clauses to 93%. JLL and Baker McKenzie foresee a shift toward diverse operating models, like franchises and white-label operations.

🐝 Eric Braun from Terminix highlights increased pest risks in hotels due to constant guest traffic potentially bringing bed bugs. Litigation risks exist for hotels negligent in pest control, with law firms specializing in bed bug cases across the U.S. New pesticide ingredients have evolved to combat resistant bed bugs, reducing the need for heat treatments. Advances in residual killing, like Applied Science's soybean oil-based products, allow for single-treatment efficacy. Rentokil Terminix Innovation Center develops new pest control technologies, including remote monitoring for rodents. The industry is moving towards greener solutions, with non-toxic treatments becoming cost-competitive, as seen with Applied Science Labs' products. Terminix's Integrated Pest Management (IPM) reduces toxic chemical use by combining preventive and physical measures.

💳 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.

🏖️ Affluent travelers, with annual incomes of $150,000+, account for 21% of all travelers but 46% of spending on tours and activities. They make up 50% of day tour spend and over 40% of spend on activities and attraction tickets. Young affluent travelers (18-44) spend 50% more on activities and significantly influence destination choice, with 77% of older and 74% of younger affluent travelers citing experiences as a key factor. They are also more likely to plan ahead, with 59% of younger and 27% of older affluent travelers booking experiences over four weeks in advance. Sustainability and personal values are paramount in decision-making for 87% of younger affluent travelers, compared to 56% of other income groups. The data comes from Arival's "The Affluent Experiences Traveller" report, part of the 2024 US Experiences Traveller study.

🏡 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.