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Zeeland 29 november 2012
 

Zeeland 29 november 2012

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De PowerPoint presentatie van mijn bijdrage in Goes.

De PowerPoint presentatie van mijn bijdrage in Goes.

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    Zeeland 29 november 2012 Zeeland 29 november 2012 Presentation Transcript

    • Bouwbesluit 2012 Terugdringen loze meldingen Gebruiks- en bouwbesluit worden één. Produktcertficaat vervalt, uitsluitend inspectiecertificaat. Verplichte directe doormelding voor hotels groter dan 250m2 vervalt.
    • NHC
    • European developments (commissionar Fidanza)
    • “Stars spreading the news” –Welcome to the Hotelstars Union!
    • New potential HSU members Only Hotrec countries can join France and Spain are now ‟observators‟ Cyprus will be visited in February Greece has asked for a meeting with the board Flemish association has been visited Italy has 18 different classification systems and Federalberghi is looking at implecations of joining. Israel has applied but can not join as they are not a Hotrec country.
    • Fundaments Hotelstars Union Patronage of Hotrec Common criteria (>99%) One country – one vote Unanimous decisions Managing Board, Secretariat Marketing, brand, IT 21 HOTREC principles
    • 21 principles Accurate information Transparancy Follow legal requirement 1-5 stars Regular controls on site Systematic guest complaints Follow market requirements Cooperation with other countries
    • The system
    • Columns of classification as of today subjective objective criteria criteria
    • objective criteria subjective criteria Future columns of classification?guest reviews
    • The nucleus “classification nucleus“
    • Headlines Content Criteria no. Building/Rooms 1-29 Furniture/Equipment 30-155 Service 156-223 Leisure 224-242 Arrangement of offer 243-252 In-house conference facilities 253-270
    • System of minimum and optional criteria 900 max. Punktzahl: Maximum points: 860 842 800 700 600 80 Points 500 "Superior" 190 400 Minimum points 300 130 570 200 80 380 80 250 100 170 90 0 1 star 2 stars 3 stars 4 stars 5 stars 44 53 83 104 121 Minimum criteria Brussels, 1 March 2011 www.hotelstars.eu 17
    • Short messages (excerpt of criteria)• All rooms with shower/ toilet in the room • Breakfast buffet • Reception opened 12 hours; 24 hours within call• Daily room cleaning • Bath towels • Luggage service• Expanded breakfast • Bath essences or shower gel • Beverages offered in rooms• A public telephone/ fax service available • Seats according to number of beds • Telephone in the room, internet access• Beverages available • Reading light next to the bed • Restaurant• Non-smoking area in the breakfast-room • Cashless payment • Systematic complaint handling• Soap or body wash • Hygienic articles available • Bilingual employees• All rooms have colour -TV • Linen shelves • Hair dryer, additional pillow on demand• Deposit possibility • Reception opened 18 hours; 24 hours within call • Reception opened 24 hours, multilingual staff, concierge • Minibar or 24 hours room service • 24 hours meals and drinks with room service • Bath robe and slippers on demand • Suites • Cosmetic mirror • Internet-PC in the room, qualified IT-support service • Systematic client inquiry • Reception hall, hotel bar • Comfortable arm chair / couch • Mystery guesting • Laundry and ironing services • Personalized guest welcome with flowers and/or sweets in the room • Hotel lobby, restaurant, hotel bar • Laundry and ironing services within 12 hours, shoe polish service • Sewing service • Turndown service in the evening • “À la carte”-restaurant • Luggage service
    • Minimum sizes of rooms? Double room sizes – 4 starsDenmark Austria Germany Czech France United Republic Kingdom 24 m² Resort 23 m² 22 m² 16 m² 16 m² 8,4 m² City17 m² Single & double Brussels, 1 March 2011 www.hotelstars.eu 19
    • Next revision 2014 but discussions to start 2012 Unanimous decision
    • ?Austria Czech Estonia Germany Hungary RepublicLatvia Lithuania The Sweden Switzerland Netherlands
    • Prague, 14 December, 2009 www.hotelstars.eu 26
    • Top 30 Shower / Bath and toilet en-suite 60 60 Air conditioning in room 45 44 Calm sleeping 59 59 Guest supply articles 44 43 Breakfast buffet 58 58 Elevator 43 42 TV in room 57 57 Sauna / Steam bath 42 37 Size of room 56 56 Satellite- / Cable-TV 41 46Maintenance / General impression 55 55 Luggage rack 40 38 Parking / Garage 54 53 Wellness offers 39 28 Restaurant in hotel 53 52 Luxurious bath equipment 38 41 Indoor pool / heated outdoor pool 52 48 Guest oriented staff 37 51 Meals included 51 54 Lobby with seats 36 35 Non-smoker„s rooms 50 45 Package offers 35 34 Regional food 49 Safe 34 33 Telephone in room 48 50 Hotel- / Regional information 33 30 Size of beds 47 49 Garden / Beach 32 40 Credit card acceptance 46 47 Gym 31 26 Ranking from 2003 total 60 points = best ranking and 1 point = worst ranking) base 2008: n = 1.333 2003: n = 1.024
    • Expectations Lobby with seats Shower/bath en-suite 80,5 96,6 98,0 93,2 97,9 98,6 63,7 34,4 33,2 2,0 10,4 1,4 n.a. 1 2 3 4 5 n.a. 1 2 3 4 5 Hygiene articles available TV in room (e.g. tooth brush, disposable razors, nail file) 88,7 97,4 98,0 91,8 97,3 48,6 56,1 16,9 7,7 21,3 2,0 2,7 n.a. 1 2 3 4 5 n.a. 1 2 3 4 5 Telephone in room Beverage service resp. minibar 86,6 96,4 97,6 94,5 97,0 70,0 45,4 15,1 23,0 2,4 3,0 5,3 n.a. 1 2 3 4 5 n.a.. 1 2 3 4 5 n.a. 1 = from 1 star hotel 2 = from 2 stars hotelFigures in percentage / cumulated valuesBase: n = 1.333 3 = from 3 stars hotel 4 = from 4 stars hotel 5 = from 5 stars hotel
    • Change happens…Telephone in room Air conditioning in room 2008 48 2008 45 2003 50 2003 44 1998 53 1998 44Size of beds Guest supply articles 2008 47 2008 44 2003 49 2003 43 1998 48 1998 25Credit card acceptance Elevator 2008 46 2008 43 2003 47 2003 42 1998 46 1998 4760 points = best ranking and 1 point = worst ranking)base 2008: n = 1.333 2003: n = 1.024 1998: 774
    • Importance for choice Personal recommendation 64,9 Star classification 40,7 Brand name of hotel 29,9 Hotel review on the web* 27,8 Certificates of hotel 11,3 Others 3,0 Selected by company 1,3Figures in percent * e.g. by HolidayCheck, TripAdvisor or HRSBasis: n = 1.333
    • Boekingsites “Why join the navy when you can be a pirate?”
    • “Why join the navy when you can be a pirate?”
    • Wist u dat….9-12-2011 33
    • Jaarlijkse commissiebetalingen in Nederland worden geschat op …9-12-2011 34
    • € 81.000.0009-12-2011 35
    • Een echt schateiland voor Online Travel Agents9-12-2011 36
    • 9-12-2011 37
    • We hebben geprobeerd ze op hun eigen terrein aan te pakken met een eigen website9-12-2011 38
    • Het was niet succesvol9-12-2011 39
    • We hadden niet genoeg budget om te concurreren9-12-2011 40
    • Maar als je niet zoveel kunt besteden moet je misschien slimmer zijn, zoals een piraat…9-12-2011 41
    • Een Nederlands verhaal waarvan we de uitkomst niet kennen..9-12-2011 42
    • Een Nederlands verhaal waarvan we de uitkomst nog niet kennen..9-12-2011 43
    • MarktaandelenDistribution channel 2009 2010Walk – ins 4,7% 4,2%Direct contact 46,2% 37,6%Eigen website 13,4% 15,4%Eigen systeem 7,3% 9,0%Boekingsite 20,4% 23,9%Reisbureau / touroperator 8,0% 7,4%Veilingsites 2,5%Source: KPMG Hotel benchmark 9-12-2011 44
    • The Stockholm syndrome• De gijzelaar „houdt van‟ de gijzelnemer.• We hebben OTA‟s nodig.• We hebben geen rate parity nodig.• We hebben geen last room availability nodig.9-12-2011 45
    • De vereniging zou willen brullen9-12-2011 46
    • De zwakste schakel9-12-2011 47
    • Help hoteliers zich zelf te helpen• Laten we weg zien te komen van de bodem van de voedselketen.• Ga voor het meest waardevolle kapitaal: de gast• 10 items om leden te helpen met strategisch management van boekingen.9-12-2011 48
    • Onze tips voor hoteliers1. Altijd de beste prijs ook op de eigen website!2. Maak een keuze uit de websites die u wilt gebruiken.3. Geef vroegboekkorting in plaats van last minutes korting.4. Overweeg te stoppen met preferred partnership; het is geen usp. 9-12-2011 49
    • Onze tips voor hoteliers5. Verleidt de gast tot rechtstreeks boeken door zgn pay-offs6. Gebruik social media om met de gast in contact te komen.7. Moedig reviews aan en reageer altijd!8. Accepteer de voorwaarden 9-12-2011 niet klakkeloos. 50
    • Onze tips voor hoteliers9. Wees boekbaar!10. Last, but not least: maak je eigen database met gasten informatie 9-12-2011 51
    • Kleine waarschuwing9-12-2011 52
    • De markt ontwikkelt snel.. Bing Rate Indicator (Microsoft) Google Hotel Finder Zoover magazine