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Replace Michael Boehler
Replace Michael Boehler
Replace Michael Boehler
Replace Michael Boehler
Replace Michael Boehler
Replace Michael Boehler
Replace Michael Boehler
Replace Michael Boehler
Replace Michael Boehler
Replace Michael Boehler
Replace Michael Boehler
Replace Michael Boehler
Replace Michael Boehler
Replace Michael Boehler
Replace Michael Boehler
Replace Michael Boehler
Replace Michael Boehler
Replace Michael Boehler
Replace Michael Boehler
Replace Michael Boehler
Replace Michael Boehler
Replace Michael Boehler
Replace Michael Boehler
Replace Michael Boehler
Replace Michael Boehler
Replace Michael Boehler
Replace Michael Boehler
Replace Michael Boehler
Replace Michael Boehler
Replace Michael Boehler
Replace Michael Boehler
Replace Michael Boehler
Replace Michael Boehler
Replace Michael Boehler
Replace Michael Boehler
Replace Michael Boehler
Replace Michael Boehler
Replace Michael Boehler
Replace Michael Boehler
Replace Michael Boehler
Replace Michael Boehler
Replace Michael Boehler
Replace Michael Boehler
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Replace Michael Boehler

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Presentation for the replace project at the Berne University of Applied Sciences …

Presentation for the replace project at the Berne University of Applied Sciences
Architecture, Wood and Civil Engineering

Published in: Travel, Business
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  • 1. Bern University of Applied Sciences
    nomadcityWhat‘s behind Hospitality
    25.02.10
  • 2. OUTLINE
    Who I am
    Key players in Swiss tourism
    Stars and other basic categories
    Specialisations
    Marketing
    Service chain
    Customer needs
    Figures 2008
    Hospitality Trends
  • 3. Who I am
    Currently living in London with my family
    Since 20 years in the hotel industry
    Trained chef and waiter
    Hotel Management School
    Bachelor of Science in Marketing & Economics
    Lived in Switzerland, Austria, South Africa, Australia and on a cruise liner.
    Worked in 4, 5* Hotels, small restaurants and in renowned restaurants
  • 4. Key players in Swiss tourism
    Marché Rest. (338)
    Migros Rest. (670)
    Best Western Swiss Hotels (8000 beds)
    Silverhotels SA (8100 beds)
    McDonald‘s (649)
    Coop (252)
    Swiss Deluxe Hotels (7000 beds)
    KatagIncoming Service (7000 beds)
    Autogrill CH (177)
    Manor (110)
    MinOtels Suisse (7000 bes)
    Top International Hotels (4800 beds)
    Restaurants
    Store Rest.
    Hotellerie
    GASTRONOMY
    ACCOMMODATION
    HOSPITALITY
    Canteens
    SV Group (626)
    Airline Catering
    Compass (290)
    Parahotellerie
    Bedand Breakfast
    Train Catering
    Group Accommodations
    Apartments
    Swiss Tourism Associations and Institutions
    • Government: Seco, BFS Section Tourism
    • 5. FIF University Bern, IDT University St. Gallen
    • 6. Public Law: SGH
    • 7. Private Law: SHV, Gastrosuisse, Union Helvetia
    Agrotourism
    Camping
  • 8. Key players in Swiss tourism
    BDC
    Retail
    Marketing Company
    Kuoni DMC
    HRG
    Banks: UBS Key Club
    eCommerce
    Swiss International Airlines
    Carlson Wagonlit
    Credit Card Companies
    Railtour
    GDS
    Business Travel
    Cross Marketing
    Incoming Company
    New Players
    TOURISM
    INCOMING
    OUTGOING
    Leisure Travel
    Kuoni
    eCommerce
    M-Travel
    Local / Regional Tourism Offices
    TUI
    DMO Destination Marketing Organization
    Winter/Summer Destinations
    Swiss Tourism Associations and Institutions
    • Government: Seco, BFS Section Tourism
    • 9. FIF University Bern, IDT University St. Gallen
    • 10. Public Law: ST
    • 11. Private Law: STV, SSSV, SRV, STAR, SCIB, SDM, VSB,
    City Destinations
    Business Travel
  • 12. Key players in Swiss tourism
    Secoseco.admin.chEN
    mySwitzerlandstnet.chDE/FR
    STV swisstourfed.chEN
    Hotellerie Suisse hotelleriesuisse.chDE/FR
    Gastro Verbandgastrosuisse.chDE/FR
    GDI gdi.chEN
    University Bern fif.unibe.chEN
    University of St. Gallenidt.unisg.chEN
  • 13. Stars and other basic categories
    Backpacker-Lodge
    • dormitory accommodation with a maximum of 6 to 8 beds, which can be booked by guests traveling on their own.
    • 14. There is a common room available
    • 15. cooking facilities where guests can prepare their own food, or inexpensive cuisine on offer.
    • 16. The Backpacker-Lodge is open to guests on a 24 hour basis
    Source: www.hotelsterne.ch
  • 17. CUBE Savognin
  • 18. Stars and other basic categories
    Apartment hotel / Residence
    The Apartment hotel/Residence’ is a hotel which for the most part consists of spacious living units with cooking facilities.
    Reception standard, safety standards and a superior standard of apartment configuration are guaranteed according to the standards of specification.
    Source: www.hotelsterne.ch
  • 19. Adagio City Aparthotel Berlin Kurfürstendamm
  • 20. Stars and other basic categories
    0-stars
    These hotels cannot be classified since the minimum number of 5 rooms is not reached or since they do not comply with the infrastructure standards of the 1-star hotel category (in terms of infrastructure).
    Source: www.hotelsterne.ch
  • 21. Nullsternhotel
  • 22. Stars and other basic categories
    1-star
    Simple but clean hotels with at least hot and cold running water
    Floor bathrooms or shower and WC’s are available
    In addition to the organizational safety precautions, an emergency telephone
    Color television/ radio in the reception area/lounge.
    The overall furnishings are simple and practical.
    A simple breakfast is served.
    The range of services is limited to a minimum. Guests appreciate the reasonable price.
    Source: www.hotelsterne.ch
  • 23. Berggasthaus Aescher
  • 24. Stars and other basic categories
    2-star
    Difference with regard to 1-star categoryAs a rule, more than half of the rooms have bathroom units; furnishings and rooms are of better quality.
    Source: www.hotelsterne.ch
  • 25. Lej da Staz
  • 26. Stars and other basic categories
    3-star
    Difference with regard to 2-star categoryQualitatively better materials, greater choice of rooms and expanded range of services. As a rule, all rooms have bathroom units.
    Source: www.hotelsterne.ch
  • 27. Tralala Hotel Montreux
  • 28. Stars and other basic categories
    4-star
    Difference with regard to 3-star categoryGreater choice of rooms and more up-market facilities. The guests expect high service quality and intensity.
    Source: www.hotelsterne.ch
  • 29. Coeur des Alpes
  • 30. Stars and other basic categories
    5-star
    Difference with regard to 4-star categoryLuxurious business character, flawless state of the overall facility and superb service quality. Bold spatial conception throughout the hotel. The guests expect international luxury hotel hospitality of the highest standard.
    Source: www.hotelsterne.ch
  • 31. The Dolder Grand
  • 32. Specialisations
    Excellent Cuisine
    Business Hotel
    Drive In Hotel
    Family Hotel
    Holiday Hotel
    Health Hotel
    Golf Hotel
    Design Hotel
  • 33. Specialisations
    Conference Hotel
    Eco Hotel
    Seminar Hotel
    Tennis Hotel
    Bike Hotel
    Hiking Hotel
    Wellness Hotel
    Gay & Lesbian Hotel
  • 34. Service chain
    Holiday experience
    Information
    Feedback
    Departure
    Shopping/Activities
    Hotel/Rest.
    Arrival
    Information
    Feedback
    Check out
    Activities
    Stay
    Check in
    Hotel stay
    Homepage
    Social Network
    Print
    Direct Mail
    Advertising
    Etc.
    Welcome
    Check in
    room
    Room
    Wellness
    Night life
    Hotel
    Restaurant
    ProgramsAnimation
    PaymentFarewell
    SurveyPhoneCustomer Loyalty
  • 35. Housekeeping
  • 36. Marketing
    Cooperations
    Marketing cooperation (Swiss Tourism, Destinations, Worldhotels, Best Western, matterhornvalleyhotels.ch etc.)
    Franchise (McDonald’s, Starbucks, Accor, etc.)
    Lease (Different Hotel Groups)
    Management by (Different Hotel Groups)
  • 37. Marketing
    Target Groups
    Business Traveller
    Leisure Traveller
    Empty Nester / Baby boomers
    Generation X
    Youngsters / Generation Y
    Families / Generation Travellers
    Business women (www.ladysfirst.ch)
    Single Travellers
  • 38.
  • 39. Customer needs
    They want to …
    have outstanding service quality
    be excited
    experience something new
    experience an unusual approach
    experience added value not only value for money
    have individual, interactive and high-quality hotels
  • 40. Figures 2008 Switzerland
    37.3 Mio. room nights
    16 Mio. arrivals
    127’923 rooms
    241‘345 beds
    54.4% rooms occupancy
    44.5% beds occupancy
    235’00 employees
    28’000 hotel & restaurants
  • 41. Figures 2008
  • 42. Figures 2008
  • 43. Figures 2008
  • 44. Figures 2008
  • 45. Figures 2008
  • 46.
  • 47. Hospitality Trends
    Hotel trends
    Staging, scene marketing, event marketing
    Medical Resorts, Health Tourism
    Brand hotel, budget hotels, luxury hotels
    Design, theme and boutique hotels
    Regional, authentic
    Think global – act local
  • 48. Hospitality Trends
    Design trends:
    Minimalism (purity), strict, clear lines
    Elegant, natural materials
    Plant world (green-style)
    Contrasts (well-measured irritation)
    Lounge, seating in ¾-height
    Outdoor courts, even in winter
    Toilets: unisex washrooms
  • 49. Hospitality Trends
    Emotional Trends
    Cocooning instead of coolness
    Normal instead of extreme
    Social mix instead of ghetto
    Regional instead of global
  • 50. Hospitality Trends
    Finance and investment Trends
    Buy to use and let
    Service Apartments
    Service Villas
  • 51. Think outside the box
    Is it absolutely necessary to have a reception?
    Does the hotel need a kindergarten or could it be a public nursery?
    Could a hotel be run like airline?
    How will Generation Y book a hotel? Over Twitter, Facebook, LinkedIn, Xing, by Text Message?
    Is the mobile phone our new key for the hotel door?
    Do we get a text message in the future when the room is ready?
  • 52.
  • 53. Thank you very much! Q&A
    Contact Details:
    Michael Böhler
    Flat 3, Garraway Court, 92 Wyatt Drive, London SW13 8AG
    M: 0044 78 555 45 75
    E: michael.boehler@me.com

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