Hotel Management Innovation

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Innovation in Hospitality and Tourism Management. Seminar conducted at ESCP Europe.
See full text in www.hotel-innovador.com

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Hotel Management Innovation

  1. 1. ARTURO CUENLLASInnovation in hospitality management seminar
  2. 2. ARTURO CUENLLAS Innovation in hospitality management seminar• Experienced hotel General Manager, 20 years overall experience in the hotel industry –national and international. Working experience in luxury hotels, upscale hotels.• Extensive professional executive education- in the top 5 business schools in Europe: High Advanced Management Program at IESE Business School and Executive MBA at the IE business School.• Diploma in Hotel and Restaurant Management at Glion Hotel School (former Hosta) in Switzerland.
  3. 3. ARTURO CUENLLASInnovation in hospitality management seminar
  4. 4. ARTURO CUENLLAS Innovation in hospitality management seminarWould you like to take the red pill?
  5. 5. ARTURO CUENLLAS Innovation in hospitality management seminarHOTEL BUSINESS: NOT ASPREDICTABLE AS BEFORE
  6. 6. ARTURO CUENLLAS Innovation in hospitality management seminar
  7. 7. ARTURO CUENLLAS Innovation in hospitality management seminarHOTEL DEVELOPMENT HOTEL DEVELOPMENTFEVER!! BOOM IN SPAIN ALONG WITH A REAL STATE BUBBLE HOTEL DEVELOPMENT AND BUSINESS WERE VERY ATTRACTIVE TO NEW INVESTORS AS HOTEL OVERSUPPLY THE REAL STATE AND BUILDING BY THEMSELVES WOULD GENERATE CAPITAL GAINS.
  8. 8. ARTURO CUENLLAS Innovation in hospitality management seminar
  9. 9. ARTURO CUENLLAS Innovation in hospitality management seminar ITS IS GETTING MORE DIFFICULT…..1rs CUSTOMERS VS. HOTELS
  10. 10. ARTURO CUENLLAS Innovation in hospitality management seminar2nd … LESS INCOME TO SPEND
  11. 11. ARTURO CUENLLAS Innovation in hospitality management seminar HOSPITALITY INDUSTRY: MAINLY A MARKET3rd
  12. 12. ARTURO CUENLLAS Innovation in hospitality management seminar PRICES GO DOWN BUT OPERATIONAL COSTS GO UP!4th
  13. 13. ARTURO CUENLLAS Innovation in hospitality management seminar SOCIAL MEDIA AND INTERNET:5th
  14. 14. ARTURO CUENLLAS Innovation in hospitality management seminar BARGAINING POWER OF CUSTOMERS AND DISTRIBUTION6th CHANNELS
  15. 15. ARTURO CUENLLAS Innovation in hospitality management seminar CUSTOMER EVOLUTION7th
  16. 16. ARTURO CUENLLAS Innovation in hospitality management seminar
  17. 17. ARTURO CUENLLASInnovation in hospitality management seminar LABOUR SERVICES QUALITY
  18. 18. ARTURO CUENLLAS Innovation in hospitality management seminarCOMMAND-AND-CONTROL
  19. 19. ARTURO CUENLLASInnovation in hospitality management seminar • TO LOWER PRICES IN A COMMODITY MARKET IMPLIES CUTTING COSTS ALONE WITH QUALITY AND ORGANIZATION CAPABILITIES. • BY DOING SO, .
  20. 20. ARTURO CUENLLAS Innovation in hospitality management seminar
  21. 21. ARTURO CUENLLAS Innovation in hospitality management seminarTo the origins: What is management and themain purpose of management? The first resource of a manager is: PEOPLE!
  22. 22. ARTURO CUENLLAS Innovation in hospitality management seminarInnovation also happens through continuouswork improvement
  23. 23. ARTURO CUENLLAS Innovation in hospitality management seminarHow is the process of continuous jobimprovement happen?
  24. 24. ARTURO CUENLLAS Innovation in hospitality management seminarTwo financial purposes ofinnovation:1. HOW COULD WE INCREASE OUR REVENUESBY PROVIDING MORE VALUE TO GUESTS?1. HOW COULD WE REDUCE OPERATIONAL COSTS –OR BETTER OPTIMIZE THEM?
  25. 25. ARTURO CUENLLAS Innovation in hospitality management seminar
  26. 26. ARTURO CUENLLAS Innovation in hospitality management seminarKNOW-HOW VERSUS KNOW-WHAT
  27. 27. ARTURO CUENLLAS Innovation in hospitality management seminar COLLECTIVE MANAGEMENT IN HOSPITALITY (C-M) Butterfly effect?
  28. 28. ARTURO CUENLLAS Innovation in hospitality management seminar1. THE VISION: A SHARED VISION2. LEADERSHIP NEEDED STRUCTURAL3. HR: THE RIGHT EMPLOYEE ATTITUDES, CAPABILITIES AND VALUES4. THE IMPORTANCE OF THE ORGANIZATIONAL TEAM5. SERVICE FEEDBACK AND IN-TEAM ANALYSIS6. IN-TEAM DIALOGUES7. RECOGNIZING INDIVIDUAL ERRORS. MISTAKES SHARING AND METHOD LEARNING THROUGH ERROS1. IN ACTION WORKING AND IMPROVEMENTS.1. OPEN-BOOK MANANAGEMENT: HOW TO SHARE FINANCIAL OBJECTIVES. A PRACTICAL METHOD OF COST REDUCTION AND COST OPTIMIZATION IN-TEAM1. MERGE STRATEGIES2. THE COMPANY INTRANET AND COMMUNITY MANAGER . STRATEGICAL
  29. 29. ARTURO CUENLLAS Innovation in hospitality management seminar THE VISION I. STRUCTURAL A VISION
  30. 30. ARTURO CUENLLAS Innovation in hospitality management seminar THE VISION I. STRUCTURALA SHARED VISION: to create a hotel organization that seeksinnovation providing more value to guests; and that constantlylearns through its operations, managers and service workers.
  31. 31. ARTURO CUENLLAS Innovation in hospitality management seminarTHE LEADESHIP NEEDED I. STRUCTURAL  LEADERSHIP NEEDED
  32. 32. ARTURO CUENLLAS Innovation in hospitality management seminarTHE LEADESHIP NEEDED I. STRUCTURAL
  33. 33. ARTURO CUENLLAS Innovation in hospitality management seminarKNOWLEDGE WORKER I. STRUCTURAL THE RIGHT EMPLOYEES
  34. 34. ARTURO CUENLLAS Innovation in hospitality management seminarKNOWLEDGE WORKER I. STRUCTURAL ATTITUDES & SKILLS
  35. 35. ARTURO CUENLLAS Innovation in hospitality management seminarA REAL TEAM I. STRUCTURAL THE IMPORTANCE OF THE TEAM
  36. 36. ARTURO CUENLLAS Innovation in hospitality management seminarA REAL TEAM I. STRUCTURAL
  37. 37. ARTURO CUENLLAS Innovation in hospitality management seminarGUEST S FEEDBACK II. WORKING METHOD GUEST S FEEDBACK AT THE MOMENT OF SEVICE
  38. 38. ARTURO CUENLLAS Innovation in hospitality management seminarON-DIALOGUES II. WORKING METHOD ON-DIALOGUES
  39. 39. ARTURO CUENLLAS Innovation in hospitality management seminarADMITTIN ERRORS II. WORKING METHOD ADMITTING ERRORS
  40. 40. ARTURO CUENLLAS Innovation in hospitality management seminar IN-ACTION II. WORKING METHOD IN-ACTION
  41. 41. ARTURO CUENLLAS Innovation in hospitality management seminarOPEN-BOOK-MANAGEMENT II. WORKING METHOD  OPEN-BOOK- MANAGEMENT
  42. 42. ARTURO CUENLLAS Innovation in hospitality management seminarOPEN-BOOK-MANAGEMENT II. WORKING METHOD SAVING COSTS
  43. 43. ARTURO CUENLLAS Innovation in hospitality management seminarMERGE STRATEGIES III. STRATEGICAL MERGE STRATEGIESFROM UNEXPECTEDOPPORTUNITIES
  44. 44. ARTURO CUENLLAS Innovation in hospitality management seminar THE INTRANET III. STRATEGICAL THE INTRANET AND THE I-COMMUNITY MANAGER

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