TOP NEWS

🛫 In the travel industry, human-driven internet traffic accounts for 51.1%, while malicious bots constitute 44.5%. Bot traffic has increased from 37% to 44% in the past year, negatively affecting airlines by engaging in unauthorized scraping, seat spinning, loyalty program account takeovers, and credit card fraud. To combat these threats, the industry must implement multi-layered defenses, including advanced bot management, continuous monitoring, public and private API security, collaboration for collective security, and customer education on bot risks.

💸 HITEC 2024 recap focuses on hotel tech trends, emphasizing operational efficiency and revenue enhancement. Daniel Johnson, CEO of Venza Inc., stresses cybersecurity in the GenAI era for both protection and guest trust. Michael Thalassinos of Silverware highlights QR code menus for targeted dining experiences. Scott Wilson from Sabre Hospitality and Laura Calin of Oracle discuss labor challenges, advocating for AI and automation. Digital tipping is being adopted by Charlestowne Hotels, with Max Spangler confirming its success. Jeff Bzdawka of Knowland notes the shift towards smaller corporate meetings, creating new revenue opportunities for smaller properties. AI's role in sales and marketing is recognized for personalizing guest experiences, as per insights from Sabre Hospitality and Maestro. Mike Snavely of Phunware comments on capturing digital guest engagement. Michael Gray from Nomadix addresses hardware reduction and value in hotels.

🏨 Key success factors for hoteliers include thorough market research, personalization of guest experiences, robust feedback mechanisms, and competitive analysis. Main failure points are ignoring guest feedback, outdated offerings, and poor market fit. Revenue maximization strategies involve dynamic pricing, multiple revenue streams, cost-benefit analyses, and monitoring of KPIs like ADR and RevPAR. Overemphasis on cost-cutting and neglecting revenue optimization and investment can hinder profitability. Effective people management requires continuous employee training, a positive work culture, competitive compensation, and career growth opportunities. High staff turnover and poor management practices can impact service quality. Adapting to market dynamics and focusing on guest and employee satisfaction ensures sustained business growth.

🏖 On Thursday, 18 July 2024, the European Tourism Manifesto was launched, featuring over 70 organizations from the European tourism sector. They demand a Commissioner for Tourism, a robust Tourism Taskforce in the European Parliament, and annual Ministerial Meetings at the Council. Their agenda includes decarbonization, smart EU funding, resilient connectivity, and skills training to boost the industry.

🍴 Social Eating House, after 11 years on Poland Street, will close at month's end. Executive Chef Alex Parker transitions to Mayfair's relaunching Pollen Street Social, becoming Mary's this autumn. Launched with Chef Paul Hood in April 2013, the restaurant featured the Blind Pig bar, elements of which will move to Mary's. Hood left after a decade. Atherton focuses on new ventures: Hot Dogs by Three Darlings in Harrods, Sael in St James’s Market, Three Darlings in Chelsea, and Row on 5 on Savile Row. Mildred's vegetarian group set to take over the site. Harrods Social by Jason Atherton also recently closed.

💻 On July 18, 2024, AI is poised to reshape the hotel industry, driving consolidation and favoring larger companies with access to proprietary data and cash flow. Strategic partnerships among hotel brands will grow to enhance data access, potentially disadvantaging smaller companies. Hotels may shift to dynamic pricing models based on guest revenue potential. Online search engines might start directly selling lodging, intensifying competition with OTAs and major hotel brands. More details at CBRE.

🏨 Major franchise companies leverage technology for differentiation and guest satisfaction. BWH Hotels collaborates with Tesla to install Universal Wall Connectors across North American hotels, aiming for international expansion. Choice Hotels International transitioned to Amazon Web Services, decommissioning 3,700 servers and retiring 300 applications. Hilton to offer mobile messaging system worldwide by 2024, already implemented at 5,000 properties. IHG Hotels & Resorts to introduce a GenAI-powered travel planning capability in IHG One Rewards mobile app by the end of 2024. Sonesta International Hotels Corporation advances One Sonesta technology projects for enhanced guest experience, including a new CRM system and upgraded WiFi at 170 hotels within 18 months.

📈 In June 2024, 5-star hotels reached a Global Review Index (GRI) of 90.4%, 4-stars hit 86.8%, and 3-stars saw 83.2%. Review volume dipped by 2.9% from Q2 2023. Response times improved: positive reviews in 3.3 days, negative in 4.0 days; response rate rose to 66.3%. Asia-Pacific led with a GRI of 88.1%, while Agoda's market share jumped to 14.5%. Middle East 5-star hotels scored a GRI of 90.7%. Expedia and Hotels.com's review volumes surged over 40%, while Booking.com and Google's fell.

💲 In the post-pandemic era as of July 17, 2024, business travel is reshaped by new corporate strategies and sustainability rules. At Phocuswright Europe, experts highlighted the shift to event-driven travel for team unity, slow updates in travel policies due to emerging risks, industry consolidation seen in American Express GBT's intent to acquire CWT, and a gradual rise in sustainability as a corporate priority amidst evolving regulations.

🌱 IHG launched the Low Carbon Pioneers program on July 17, 2024, targeting energy-efficient hotels with zero on-site fossil fuel combustion and renewable energy backing. These hotels feature high-efficiency heat pumps, fully electric kitchens, and hold sustainability certifications like Green Key, LEED, BREEAM, or EDGE. The initiative aims to encourage more hotels to adopt similar practices and utilizes the Green Engage platform to monitor energy use.