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Professor John SwarbrookeManchester Metropolitan University                               UK
   Hospitality is an industry with a conservative    culture and strong traditions   However our business environment is...
   A hotel that recognises that the customers    are changing.   The new customers from emerging markets    have differe...
   More willing to complain and to use    consumer generated media as a tool for    negotiation or a means of revenge   ...
   They are getting fed up of being ripped off    for access to wi-fi or car parking   They expect services to be availa...
   A small but lucrative and growing segment   Leisure customers who want to ‘feel good’    about the products they buy...
   Better not to promise than to promise and    not deliver.   Often self service is better than service    delivered by...
   The rise of non-traditional forms of    commercial accommodation – let me give you    some examples   The growing pow...
   Too traditional , not keeping pace with    changes in the business environment   Old fashioned approaches to training...
   Segmentation will become more important    than ever before but the criteria used will    need to become more sophisti...
I look forward to the day when our industry shows it has become a mature industry when it abolishes ‘tipping’ in hotels
   The pace of these changes and the ways in which    they affect the market will vary between countries    but ultimatel...
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The hotel of tomorrow, John Swarbrooke

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Transcript of "The hotel of tomorrow, John Swarbrooke"

  1. 1. Professor John SwarbrookeManchester Metropolitan University UK
  2. 2.  Hospitality is an industry with a conservative culture and strong traditions However our business environment is highly volatile and is changing every day Ideas of how to manage businesses are also changing with the influence of IT and other newer industries Consumers are changing dramatically in all sorts of ways All of this needs to be reflected in our strategies for future success
  3. 3.  A hotel that recognises that the customers are changing. The new customers from emerging markets have different expectations and different needs We have more independent travellers who want to book themselves as easily as possible. Guests expect to be able to negotiate rates and packages
  4. 4.  More willing to complain and to use consumer generated media as a tool for negotiation or a means of revenge Believe fellow travellers more than industry professionals Want experiences rather than products and are attracted more and more by ‘co-creation’ Have higher and higher expectations of the room and hotel facilities
  5. 5.  They are getting fed up of being ripped off for access to wi-fi or car parking They expect services to be available whenever they need them – the hotel laundry lottery! As they get more experienced they realise that stars mean nothing! Some are happy with a budget hotel so as to maximise what they can spend on having fun! The luxury customer is changing – many now dress down rather than dressing up to stay!
  6. 6.  A small but lucrative and growing segment Leisure customers who want to ‘feel good’ about the products they buy Corporate clients from organisations with Corporate Social Responsibility policies that affect their supply chains Increasingly CSR will be essential for successful hotel companies
  7. 7.  Better not to promise than to promise and not deliver. Often self service is better than service delivered by people if it gives the consumer greater convenience The smile is perhaps more important than technical skill Allowing staff to be themselves may be better than scripted encounters
  8. 8.  The rise of non-traditional forms of commercial accommodation – let me give you some examples The growing power of brands but not hotel company brands – celebrities , fashion houses etc The growing role of non-professionals eg bed and breakfast in private homes
  9. 9.  Too traditional , not keeping pace with changes in the business environment Old fashioned approaches to training ,staff development and working practices Hospitality is still too insular – needs fresh ideas from outside Copies successful ideas and then destroys them eg ‘boutique’ hotels Does not know enough about how its customers make their purchase decisions
  10. 10.  Segmentation will become more important than ever before but the criteria used will need to become more sophisticated Hotels will become more integrated into consumer society with more examples of ‘fusion’ products More and more hotels will offer ‘fantasy’ experiences
  11. 11. I look forward to the day when our industry shows it has become a mature industry when it abolishes ‘tipping’ in hotels
  12. 12.  The pace of these changes and the ways in which they affect the market will vary between countries but ultimately they will affect everywhere We need to anticipate change rather than just being reactive Thank you for listening I hope you enjoy the rest of this great event J.Swarbrooke@mmu.ac.uk
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