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Travel
Impact Newswire by Imtiaz Muqbil - Distinction in
Travel Journalism
1. SEXIER BEDROOMS AND THE OBNOXIOUS NOUVEAU-RICHE
Survey findings on how changes in global lifestyles and business
patterns are affecting the hospitality industry, and those who work in
it (1,715 words).
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PART II (continued
from Part I)-
INTERNATIONAL HOTELIERS DIVIDED OVER THREAT OF RECESSION
MORE WORRIED ABOUT HYGIENE ISSUES, KEEPING CHEFS AND THINNER GUESTS
Small Luxury Hoteliers are not yet convinced that a world-wide
recession will affect their business, but they are concerned about
stricter hygiene laws, keeping their chefs, and thin guests who don't
eat much.
Hoteliers concerned about the economic outlook include those in
America, Asia, Australia, Britain and Italy, but those remaining
totally confident include France, Germany, Ireland, Sweden and
Switzerland.
To counter fears of downturn, hoteliers refer to their resilient niche
markets including senior business executives, golfers, rich spa
devotees, top government officials, and ageing clientele spending 'old
money'.
But over two thirds (69%) of hoteliers are concerned that hygiene and
health issues are becoming more serious considerations, due to both
government pressures and the expectations of their customers.
Particular fears centre on the question of liability in the event of
guest illnesses, food suppliers, and the future threat posed by
resistant strains of bacteria.
Guests in luxury hotels are tending to become thinner, and more
'faddy' about food, which is another worry, because they eat and
therefore spend less, but also want more unusual dishes and at less
traditional times.
Most depressing of all their problems, say a majority 62% of
hoteliers, is to keep their chefs from being 'poached' by other
hotels. Solutions include providing an excellent working environment,
the opportunity to develop more interesting and creative menus, giving
more responsibility to young chefs, paying them fairly, and involving
them in all food and beverage decisions.
SHOW-OFF RICH GUESTS ON THE INCREASE - AND THE YOUNGER ONES
ARE THE WORST
MORE UNAUTHORISED 'SOUVENIRS' ARE TAKEN, BUT LUXURY HOTELIERS
SAY THEY ARE OFFERING SEXIER BEDROOMS AND NEW IDEAS
There are more 'show-off' rich guests around - the kind who ask 'Do
you know who I am?' or who are name-droppers or claim to be the
owners' friend, but who can't pronounce their names. Other
ostentatious behaviour has included parking right outside the front
door, or speaking loudly on a mobile 'phone in public areas and
restaurants.
And it appears that the young wealthy - in their 20's and early 30's -
can be the worst, tending to have attitude not style, and displaying a
disregard for furniture and leaving their rooms in an unacceptable
state.
The 'top 10 unauthorised souvenirs' which a minority of the
well-heeled guests like to remove are in order: bathrobes, towels,
crested spoons, ashtrays, corkscrews, pottery bowls for nuts, laundry
bags with a logo, coat hangers, slippers and pens.
Other recent nightmare experiences for hoteliers have included a
sleepwalker found naked in the kitchen, a man who refused to have his
room serviced during a fortnight's stay and a person who preferred to
sleep on the bedroom floor and wanted a discount. One wealthy visitor
threw a tantrum when told that he couldn't buy the hotel.
On a more optimistic note, Small Luxury Hoteliers are creating
increasingly sexy bedrooms, for example, with round baths, canopy
beds, open fires, balconies, private gardens and courtyards, and
oversized furniture throughout.
Among examples of new amenities and services of which they are most
proud, hoteliers identify: complimentary chauffeured cars to city
stores, anti-stress treatments, and in one case, a policy of selling
wines at cost price plus only 10%.
Asked what 'improvements' they would wish to see in an ideal guest,
suggestions from hoteliers were that they use mobile telephones less
often and more discreetly, be more adventurous in menu choice, more
courteous to staff, and provide more constructive criticism on how
properties can raise standards and services.
INCREASE IN PRETEND RICH... 'YOUNG' 60-SOMETHINGS... 'HARD TO
PLEASE' FEMALE GUESTS
An average of 5% to 10% of guests in deluxe hotels are genuinely rich,
12-20% pretend to be so, and the rest are on company expenses and are
not wealthy. Other findings are that 'young' 60-somethings are
increasingly among an hotel' s most fun-loving guests, and that female
customers are considered the most difficult to please.
Hoteliers say the 'truly' rich are typically relaxed, gracious and
polite, and the least demanding. They can be identified by their shoes
and jewellery, and exude a style and confidence which the 'pretend'
rich try unsuccessfully to imitate, for example, by hiring a luxury
car for a few days, or trying to show off their knowledge of wines and
food.
A surprising finding is that many hoteliers (43%) now rate those aged
over 60 as among their most lively guests, with their 'young' pursuits
including game or deep-sea fishing, fitness training, plus eating and
drinking well.
One strongly held view, among 67% of hoteliers, is that female clients
are the most difficult to please. Among the reasons are: changing
their minds, expecting higher standards of furnishings and tidiness,
being more knowledgeable about health issues, and because they bring
electronic items likely to cause problems, e.g. irons, heated rollers
and tongs etc.
Asked which single skill or aptitude is the most important for an
hotelier to display, 'hospitality' was identified by 39% of hoteliers,
personality by 31% and marketing/business acumen by 27%. The remaining
3% suggested patience and tact.
Only 21% of hoteliers believe they and their colleagues elsewhere have
managed to retain the important position once held by hoteliers in the
social life of their communities. Reasons given are that general
managers tend to 'move on' to other locations, are more focussed on
hotel operations, rather than socialising.
With an eye on the future, a majority (54%) of those replying to the
Luxury Hotel Monitor already see Internet bookings beginning to
develop, and expect the proportion to grow, though mainly for private
rather than corporate reservations.
CHANGES IN SOCIETY SET 21ST CENTURY CHALLENGES FOR LUXURY
HOTELS
Luxury hotels have been defining some of the challenges and problems
they might expect to face in the 21st Century, which include grading
complexities, changing guest attitudes to healthy living, plus short
notice booking and cancellations.
However, the introduction of the 'Euro' as a single European currency
is NOT seen as likely to cause problems, although staff training and
re-assurances programmes in advance of the changeover are planned by
many hotels.
Commenting on their national classification systems, various SLH
general managers consider them 'unreliable', 'non-existent', 'too
demanding', 'lacking emphasis on quality'. 'unfair because higher
rated venues pay more tax', or 'swamped by too many unofficial
schemes'.
Hoteliers are also aware that guests are becoming far more
media-directed and 'picky' about red meat, fat content in food, and
sugar-filled desserts, and are incredibly likely to request two,
rather than three courses, as well as vegetarian options. The decline
in alcohol consumption per typical guest is continuing.
Booking trends already causing planning headaches for hotels are
reservations made close to arrival, both for accommodation and dining,
the expectation of better deals for late decisions, and cancellations
being made without a willingness to pay.
Concerns for the 21st century among Small Luxury Hoteliers include:
· Telecommunications replacing the need for business travel;
· The building of existing new high-tech gimmick hotels which might
make traditional properties feel obsolete;
· The over-supply of rooms in many tourist destinations.
Return
Part I
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Travel Impact Newswire is the Asia-Pacific's first email travel
industry news feature and analysis service. Mission Statement:
Dedicated to reporting with Integrity, Trust, Accuracy and Respect the
issues that impact on the Asia-Pacific Travel & Tourism industry.
Distributed every week to senior industry executives, consultants,
academics and media. By Imtiaz Muqbil, Executive Editor.
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