What’s on the minds of Revenue Leaders in Australia?

HSMAI convened leaders from big brands, small brands and Parks for a great discussion on the issues and opportunities in the Pacific markets.  The topics were varied and inevitably show us the issues on the minds of senior leaders in 2023. HSMAI Sydney Revenue Leaders Roundtable: Key Insights for Hoteliers 30th August, 2023 The HSMAI Sydney Revenue Leaders Roundtable held on August 30th, 2023 brought forth enlightening discussions targeting hoteliers, especially those in Revenue Management and Commercial roles. Here are the top insights from this significant assembly: 1. Business Volume Challenges: Business Travel Dips: Business travel stands at a mere 30% of pre-COVID figures, causing hotels to pivot and focus more on domestic tourism. Changing Dynamics in Asian Markets: Chinese business travel remains sluggish. However, it's notable that younger Chinese travelers prefer independent over group journeys. Positive news is the resurgence in business from Indonesia, Korea, and Japan. Reassessing Competitive Sets: With shifting market segments, 2024 is the year for hotels to reconsider their CompSet. Airline Constraints: Sydney's hotel industry faces challenges due to airline seat capacities. Conversely, Melbourne is battling increased...

Hospitality Sales and Marketing leaders talk about 2023 in Sydney

Artificial Intelligence (AI) in Hotel Operations Artificial Intelligence is rapidly permeating the hospitality industry, with chatbots at the forefront. One prominent hotelier recounted the initial challenges faced with chatbot implementation. However, as the technology adapted and learned, it effectively reduced phone call volumes. The affordability of such solutions, even on a subscription basis, makes them invaluable for hotels. Interestingly, even smaller and regional properties have found substantial value in deploying chatbots, suggesting the broad scalability of this technology. However, it's noteworthy that not all brands have embraced AI—often due to conservative mindsets. Further enhancing guest service, DialPad offers transcription services, converting phone call interactions into texts which are then seamlessly integrated with the Property Management System (PMS). Furthermore, proactive engagement via email and text invites guests to communicate through chatbots, enhancing their stay experience. The Evolving Landscape of Talent in Hospitality Talent management remains a top concern. With retention rates wavering, the focus on effective onboarding has intensified, utilizing platforms like eHotelier for expedited training. Although the inclination is to hire experienced industry professionals, there's a notable challenge in doing so. The rising...

The timeless art of guest loyalty: Making your guest feel special

The timeless art of guest loyalty: Making your guest feel special Timo Lorenzen Strategic leader, motivated to organize initiatives for change. Quick to see opportunities for improvement and conceptualize new solutions. As a natural leader, I enjoy marshaling resources & developing long-range plans As a general manager of a boutique hotel with a long-standing career in the hospitality industry, I've witnessed numerous changes over the many years (Yes, I'm getting old). Yet, besides all the changes, one principle has remained constant: guest loyalty is cultivated by making people feel special. It is an art that, when mastered, not only enriches the guest experience but also ensures their return, ultimately contributing to the hotel's success. In this article, I will share some insights on how to create this special feel and maintain it affordably, especially for small business owners. Let's get started... Personalised Communication The foundation of making guests feel special lies in personalised communication. Addressing guests by their names without overdoing it, remembering their preferences, and acknowledging special occasions like birthdays or anniversaries can leave a lasting impression. Invest in a reliable customer relationship management (CRM) system to keep track of guest details and preferences. With the right data, your team can create personalised...