tomorrows world the future of hospitality

Tomorrows WorldHospitality For the Future

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TONY POTTERPRESIDENT – BRAVEAGLE

Hospitality For The Future


TONY POTTERPRESIDENT – BRAVEAGLE


THE FUTURE OF HOSPITALITY


As we all know, some things never change …


LOCATION , LOCATION , LOCATION

STRONG PRODUCT

PEOPLE

SALES

MARKETING

CLIENT MANAGEMENT

EFFICIENCY

THE DEVIL IS IN THE DETAIL

LOCATION , LOCATION , LOCATION


WHAT IS HOSPITALITY ?...

• Travel agency activities • Tour operator activities • Other reservation service and related activities• Museum activities and preservation of historical • sites and buildings • Library activities • Visitor attractions• Archive activities• Botanical & zoological gardens • Operation of sports facilities • Other amusements recreation activities

• Licensed clubs • Takeaway food shops • Event catering activities• In-house catering • Other food service activities• Activities of exhibition & fair organisers• Activities of conference organisers

• Hotels• Holiday & short

stay accommodation

• Camping grounds recreational vehicle parks

• Other accommodation

• Restaurants• Public houses & Bars

TOURISM HOSPITALITY


“…Tourism towards 2030 suggests that international tourist arrivals will grow by 80% and will reach 1.8 Bn by 2030 with the number increasing by an average of 3.31% per year ( less than the last decade). An average of 4.3 M international tourists will join the tourism market place every year”.

…They will all probably check Tripadvisor, Facebook & Twitter before travelling

-World Tourism Organisation -


“…At the projected rate of growth arrivals will pass 1Bn in 2012, up from 940M in 2010”.

-British Hospitality-


1980 1985 1990 1995 2000 2005 2010 2015 2020 2025 20300

250

500

750

1000

1250

International Tourist Arrivals, Millions

Inbound tourism, advanced & emerging economies

Emerging Economies

Advanced Economies

Emerging economies will grow faster than advanced economies after 2015


International Tourist Arrivals, Millions

Projections to 2030 will be affected by rising transport costs and a slower – than –expected economic recovery & future growth

1980 1985 1990 1995 2000 2005 2010 2015 2020 2025 20300

250

500

750

1000

1250

1500

1750

2000

Actual data 1980 - 2010 transport costs continue to fallcentral projection faster rising cost of transportA lower than expected economic recovery and future growth

Tourism towards 2030: global projection & sensitivity analysis


By 2030 Europe loses share to Asia and the pacific along with other regions

Middle East 3%

Americas 23%

Asia and pacific

8%Europe63%

Africa3%

1980

Middle East 6%

Americas 16%

Asia and pacific

22%

Europe51%

Africa5%

2010

Middle East 8%

Americas 14%

Asia and pacific

30%

Europe41%

Africa7%

2030


How the UK hotel market will grow to 2030

Source: Melvin gold Consulting via British hospitality Association


“Government and local authorities can make or break the Hospitality growth agenda”

Ufi Ibrahim Chief Executive British Hospitality Association


“ The only constant is change” - Karl Marx -


THE FUTURE OF

HOSPITALITY

Technology

Social Media &

The S Generation

Service Eccentric

Organisations

Owners, franchisees & Managers


COMPETITIVE EDGE IS KEY


TECHNOLOGY

SELF CHECK IN

MOBILE SERVICES

MOBILE KEY CARDS

FINGER PRINT

RECOGNITION


TECHNOLOGY

KEEP ABREAST OF TECHNOLOGY BUT MAKE IT YOUR TOOL NOT YOUR MASTER

CREATE SERVICE / QUALITY AS THE GOAL AND MANAGE TECHNOLOGY ACCORDINGLY

DON’T LOOSE SIGHT OF THE REAL ISSUES IN YOUR BUSINESS

EDUCATE TECHNOLOGISTS IN BUSINESS AND EDUCATE YOUR BUSINESS PEOPLE IN TECHNOLOGY


The next generation of experience: The world of the traveller is, in some ways, contracting; travel is increasingly about depth rather than breadthof experience

Automatic transit: For the first time ever, checking-in could become the exception rather than the norm, as manual check-in security will be replaced by faster and more efficient systems that track flows of people.

Payment with memory: All data on payments made before and during a trip will be integrated, acting as a digital memory of expenditure and activity for individuals, groups and travel industry operators.

Transformative Technologies herald a new era in travel

TECHNOLOGY


Intelligent recommendation: As technologies make it easier for people to tag and review all aspects of travel experiences, travellers will be influenced by peergroups more

Taking the stress out of travel: The rise of the wellbeing agenda and changing demographics will place greater emphasis on technologies that help to make travel a less stressful experience.

The business ‘tourist’: Continued emphasis on work-life balance and wellbeing at work may mean employers encourage people to take time off on either side of a business trip.

Source: Amadeus IT Group


SOCIAL MEDIA & THE “S” GENERATION


SOCIAL MEDIA & THE “S” GENERATION

ITS ALL ABOUT SHARING

LISTEN TO YOUR CUSTOMERS, COMMUNCIATE AND ACT!

CUSTOMER SERVICE IS THE NEW MARKETING

BE WHERE YOUR CUSTOMERS ARE

YOUR CUSTOMER IS YOUR SALES TEAM

HUMANISE YOUR BRAND

BE PREPARED FOR THE “S” GENERATION

DEVELOP, IMPLEMENT AND UPDATE YOUR STRATEGIES


OWNERS , FRANCHISEES & MANAGERS


OWNERS , FRANCHISEES & MANAGERS

OWNERS WANT AND WILL HAVE MORE CONTROL

THE FANCHISE MODEL LOOKS STRONG AND SHOULD BE DEVLEOPED FURTHER PERHAPS BY THE “MANCHISE CONCEPT”

THE MANAGEMENT MODEL WILL HAVE TO BE UPDATED. TRADITION IS DEAD

MANAGEMENT COMPANIES WILL BECOME LEANER BUT NOT NECESSARILY MEANER

BRANDS WILL NEED TO BE CONTROLLED IN A STRICTER MANNER


SERVICE ECCENTRIC ORGANISATIONS


SERVICE ECCENTRIC ORGANISATIONS

THINK LIKE A CUSTOMER

DEVELOP YOUR SERVICE CULTURE

SPEAK TO EVERYONE IN YOUR ORGANISATION

QUALITY TRAINING IS THE KEY TO SUCCESS

DEVELOP, MOTIVATE, AND COMMUNCIATE RESULTS

WALK THE TALK

DO IT, FIX IT, TRY IT AND TRULY EMPOWER YOUR PEOPLE

GET THE CUSTOMER ON THE BOARD ROOM AGENDA

REVENUE IS KING AND EVERYONE MUST REALISE IT


WHAT WOULD THE LANDSCAPE LOOK LIKE ?


BEST IN THE CLASS

Become infamous for your product & service


COURAGE

Shooting ahead of the duck


EMOTIONAL INTELLIGENCE

Self Awareness

Empathy

Self Management

Relationship Management


BEING BETTER AT THE BASICS


EMBRACE THE EDUCATIONAL SECTOR


It will all be about competitive edge and understanding the customer is

the key to your business

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