Guest expectations in a contactless experience have accelerated technology developments and how you can ensure you can continue to exceed guests’ expectations in the contactless world.

We discuss:

• Now the “big players” such as Apple are moving in, with the announcement of the room key for the wallet, what these advancements mean for the industry.
• How hotels can ensure they maintain ownership of the guest relationship throughout the customer journey.
• Will there still be individual solutions for the room key?
• What we can we expect in the future.

With the integration of artificial intelligence and machine learning into revenue management, how do we keep value creation in the centre of the revenue management function?

We discuss:

• The importance of revenue management and marketing working closely together to continue to create valuable offerings to the consumer.
•  The importance of hotel managers and owners working together to maximise customer-lead opportunities.
• How changes are impacting the organisational structure of the hotel.
• How revenue management functions will change in the future as complexity increases.

You can learn more about HGE International here, or connect with Heidi here.

COVID has taken a significant impact on hospitality people at all levels, and continues to challenge us in many ways, from the direct health complications to work and business pressures.

As the world and the industry starts to recover, we now thinking about things differently, particularly in our life priorities. Catherine and I discuss the changing corporate culture and how positive leadership embracing change can lead to business success through people.

We explore:

• How leveraging awareness enables us to rid the business of the parts that aren’t working and retain the things that are
• How corporate culture is changing
• What hoteliers should be focussed on in supporting a positive corporate culture in the future
• Beyond the environment how we can leverage the wisdom we have to create a world we want to live in that’s not just economically driven
• How changing guest expectations impacts the development of properties
• How hoteliers can achieve the shift required and remain on brand
• How brand psychology is moving from product to service

Connect with Catherine

Learn more about Bell Training Group

The pandemic’s widespread impact has supported the motivation of many people to lead healthier lifestyles for our physical and mental wellbeing.

Banyan Tree are “democratising wellbeing” through the “I am with you” service culture program for their associates. Banyan Tree believe the happiness of associates is inextricably linked to the satisfaction of Banyan Tree guests and the success of the business.

We explore:

• Banyan Tree’s purpose and philosophy, beyond providing a luxury stay
• What makes the well-being program different
• The eight pillars of well-being
• The purpose of offering the program to associates
• Feedback from employees who have undertaken the program
• Returns and long-term outcomes expected from the initiative

As an industry we are potentially facing a challenge in the near future, with increasing demands, yet a lack of experienced staff available in the market. We explore the key to delivering exceptional customer service.

We discuss:

• What is great service?
• How important is service delivery going to be as markets return?
• Who stands to benefit the most from great service – the guest or the employee?
• The most important things for us and our teams to be thinking about whilst coming out of lockdown.

Learn more at www.penshee.com

Creating a hotel with purpose is the mission of leading designer Bill Bensley. Together with Rena Udomkunnatum, CEO of Elysian Development Co, the second project for this dynamic and inspiring partnership is the creation of the Intercontinental Khao Yai in central Thailand.

Rena and Bill discuss the purpose of their hotel projects, what inspires the creation of quintessential properties and the value they provide not only to guests as a destination, but to the environment, the economy and the local people and their culture.

Sensible Sustainable Solutions white-paper

16 suggestions for designing better hotels to help fight climate change and make the world a better place.

About InterContinental Khao Yai

Set to open in 2021, InterContinental Khao Yai Swan Lake Resort will be an integral part of the Swan Lake mixed use project which is being positioned as a ‘destination retreat’. The resort creates a genuine sense of connection to nature with stunning views over seven man-made lakes, mountain views, and over 50,000 trees in the 100-acre site.

About Bensley

BENSLEY is a small atelier of youthful, energetic architects, interior designers, artists and landscape architects that know no limits, based in Bangkok and Bali. We believe in design. If one has a client that can build as per plan, it can be exuberantly life confirming.

Bill Bensley is world renown for his outstanding, unique and inspiring award-wining hotel, landscape and interior designs and eye-catching architecture. What is not so widely known, but comes as no surprise to those that know him, is that he is a concerned conservationist and passionate philanthropist and an eco-warrior. In his own words Bill shares, “my main purpose in life, besides having as much fun as possible, is to help the needy, to education, help animals and help the planet via conservation”.

Travel has been one of the hardest hit industries by the pandemic over the past 12 months. Now that vaccinations are rolling out and restrictions are lifting, we are seeing the first signs of recovery, as hotels emerge we explore the main trends for the future of the travel industry.

We consider the following with Scott Wilson, President Sabre Hospitality Solutions:

• How “recovery” is shaping the future of travel, will travel return to pre-pandemic models, or what are the new models emerging.
• How can hoteliers take advantage of these trends to gear up for recovery.
• Early adoption success stories.
• Moving beyond recovery and outside the hotel room, new revenue opportunities hoteliers should consider.
• How technology has shifted to enable hoteliers to take advantage of these new opportunities.

We discuss new financial models in hotels post-pandemic with Aaron Oh, a learning facilitator at The Blue Mountains International Hotel Management School at Torrens University.

Reviewing March 2021 by the numbers around the globe, with David Eisen from HotStats.

David is the Director of Hotel Intelligence and Customer Solutions at HotStats, the world’s largest monthly profit-and-loss database in the hotel industry. With uniquely intelligent benchmarking and performance software, HotStats looks far beyond REVPAR, offering an unparalleled opportunity to understand the industry like never before.

We discuss market performance by region, including impacts on:

• REVPAR, occupancy and rate
• TREVPAR impacts, how the winners are succeeding
• Payroll and employment impacts
• Expenses and profitability

Download the Hotstats March 2021 report.

Sustainability is the mere tip of the regenerative travel iceberg.

Hear Amanda Ho from Regenerative Travel discuss how a community of like-minded hoteliers are on a mission of continuous improvement from sustainability to regeneration.

We discuss the five regeneration principals for hospitality:

1. Whole systems thinking
2. Honouring sense of place
3. Community inclusion and partnership
4. Aspirational in nature
5. Continual co-evolution

Download the white-paper here.