This slide analyze the trend of luxury hotel customer service, and take the current hotel innovation cases for examples.

1. Doris  ZHANG
Hotel Innovation
Self enrichment
Doris(Shiju)ZHANG SHTM-PolyU

2. Doris  ZHANG
ontents
1
2
3
4
Customized  Service
Intelligent Service
Life  Style
Entrepreneurship 
Support

3. Doris  ZHANG
Part ONE

4. Doris  ZHANG
Ø Generation  Y
Ø Occupation  Identity
Ø Cross  Industry 
Customer Trend Analysis
Customized Service1Part Hotel
Innovation
Solution
1

5. Doris  ZHANG
Ø Individual  Service  Culture
Ø Differentiation  Need
Ø Privacy  Assurance
Culture Trend Analysis
Customized Service1Part Hotel
Innovation
Solution
1

6. Doris  ZHANG
Customized Service1Part Hotel
Innovation
Solution
1
Gen
Y Occupation
IdentityØ Comfortable  with 
changes  &  flexible
Ø Egoism
Ø Chase  The  New 
Ø Privacy  Need
Ø Cross  Industry 
Cooperation
ØCustomized 
Service
Trend
Effect

7. Doris  ZHANG
Ø Cross  industry  cooperation 
with  Simmons
Ø Individual  Bedding  Selection
Ø O2O  Concept 
Four Seasons Hotel
Customized Service1Part Hotel
Innovation
Solution
1

8. Doris  ZHANG
Ø New means of traveling from one
Four Seasons property to another
Ø Hotel industry first fully branded
private jet in 2015
Ø Culinary Discoveries by Chef. Rene
Redzepi
Private Jet Service
Customized Service1Part Hotel
Innovation
Solution
1

9. Doris  ZHANG
Ø Cross  industry  cooperation 
with  Coca  Cola
Ø W  Bali-Seminyak created 
the  first  W  Sound  Suite
Ø W  Sound  Suite  expanded 
to  W  hotel  in  Hollywood, 
Barcelona,  Seattle,  etc. 
W Hotel
Customized Service1Part Hotel
Innovation
Solution
1

10. Doris  ZHANG
Part
TWO

11. Doris  ZHANG
Intelligent Service2Part Hotel
Innovation
Solution
2
Trend 
Analysis
Gen  Y  prefer  Tech  Tool
Efficiency  Need
Privacy  Need

12. Doris  ZHANG
Hotel
Loyal Program
Promotion Need
Guest
No need to
contact sb
else at all
Differ
No need to
wait for check-in
at the front
Improve Booking
Self Check-in
Privacy
Assurance
Efficiency
Service Goal
Intelligent Service2Part Hotel
Innovation
Solution
2

13. Doris  ZHANG
Starwood  Hotel  &  Resort-SPG  Keyless
Ø W  Hotel
Ø Aloft  Hotel
Ø Element  Hotel
Intelligent Service2Part Hotel
Innovation
Solution
2

14. Doris  ZHANG
Hilton  Hotel  &  Resort
Ø VR  Technology
Ø 360  Degree  Travel
Ø Official  Website  Booking  Promotion 
Intelligent Service2Part Hotel
Innovation
Solution
2

15. Doris  ZHANG
PartTHREE

16. Doris  ZHANG
Life Style3Part
F&B
Room
SPA
MICE
Children 
Program
Hotel
Innovation
Solution
3

17. Doris  ZHANG
F&B
Ø Accor Hotel create inner
vegetable garden
Ø Goal of 1000+ vegetable
gardens created in the 3900
Accor Hotels before 2020
Life Style3Part Hotel
Innovation
Solution
3

18. Doris  ZHANG
Room
Ø NH Hotel create floor sensor
lights
Ø Sensors automatically turn on
dimmed lights under the bed
and on bathroom floor
Ø No readjust night vision or disturb
sleeping partner
Life Style3Part Hotel
Innovation
Solution
3

19. Doris  ZHANG
Ø Banyan Tree Hotel encourage
its own spa spread outside
Ø Not only other hotel, but also
office building, apartment,
shopping hall, club, and etc.
Life Style3Part Hotel
Innovation
Solution
3
SPA

20. Doris  ZHANG
MICE
Ø Shangri-la Hotel execute total
electric reservation
Ø Event operation also without
paper consumption
Life Style3Part Hotel
Innovation
Solution
3

21. Doris  ZHANG
Children
Program
Ø Children accompany program
Ø Hotel tour (many stations)
Ø As a little hotel explorer
Ø Gain a gift at the final station
(e.g. Teddy Bear)
Life Style3Part Hotel
Innovation
Solution
3

22. Doris  ZHANG
Part
FOUR

23. Doris  ZHANG
Entrepreneurship Support4Part
Catering
Lab Innovation Reputation
Project Incubator Profit Industry Influence Power
Hotel
Innovation
Solution
4
Marriott  Hotel  &  Resort

24. Doris  ZHANG
Monday √ √ √
Location London London Berlin Budapest
Wednesday Marriott  Hotel 
Park  Lane
√St Panctas
Renaissance 
Hotel
Marriott 
Courtyard 
Danube
Promenade
Industry Bar Food Coffee Beer
Friday √
Roofnic MI+ME Hashtag Marionett Craft
Entrepreneurship Support4Part Hotel
Innovation
Solution
4
Incubator
Marriott  Canvas  Lab

25. Doris  ZHANG
by Ashley Dawes
Roofnic
Ø Rooftop  Bar
Ø Rustic  Style
Ø Summer  Garden
Ø 1000+  Cocktail  sold  per  day
Entrepreneurship Support4Part Hotel
Innovation
Solution
4

26. Doris  ZHANG
by Andrew Nadin
MI+ME
Ø Name  from  Milk  &  Meet
Ø British  cheese
Ø High  quality  snake
Ø Material  from  local  market
Entrepreneurship Support4Part Hotel
Innovation
Solution
4

27. Doris  ZHANG
Hashtag Coffee Shop
Ø Coffee  &  Tea  Drink
Ø Dessert
Ø Comfortable  Vibe
Entrepreneurship Support4Part Hotel
Innovation
Solution
4

28. Doris  ZHANG
by Imre Toth
Marionett Craft
Ø Craft  Beer  House
Ø Industrial  Style
Ø Best  Artisanal  Beers  on  Tap
Ø Waterfront  Popular  Aim
Entrepreneurship Support4Part Hotel
Innovation
Solution
4

29. Doris  ZHANGJan
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Dec
Jun

30. Doris  ZHANG
THANKS
2016.06.22