TODAY at the show Vision Conference goes digital Keynote address from Sabre Hospitality and presentations from Facebook, TripAdvisor, British Telecom and HotelsCombined, in the main conference hall from 11.30
Career Zone opportunities
On with the show!
Meet recruiters from 15 hotel chains and find your next break in hospitality
Welcome to the first day of The Hotel Show 2013, the 14th edition of one of the most important business events within the hospitality, hotel and tourism industries for the MENA region As a platform for displaying new products and services, as a venue for industry networking and as a forum for discussions on the future of the industry, The Hotel Show is without parallel. And this year, it’s even better! Whether you’re front or back of house, concerned
with strategic planning or operational detail, or a developer, investor or architect, the show has a number of key innovations this year. Firstly, joining the existing show sectors of Interiors and Design, Operating Equipment and Supplies, Technology continues on page 3 and Facility Management and
Occupancy levels to rise in 2014
Open today: The Architect Developer and Investor Lounge Presented by Greenline Interiors
INSIDE this edition
GM Survey reveals growth, optimism and 75% occupancy increase By gary wright The Hotel Show GM’s Survey has revealed an unparalleled level of optimism among GMs in UAE, Saudi Arabia, Qatar, Oman and India, with 75% reporting higher occupancy compared to 2012, and 58.3% predicting the trend will continue in 2014. Citing local conferences and exhibitions (58.3%) as well as regional politics (66.7%) as having the
greatest positive impact on ADR, GMs across the region are equally upbeat about the positive trends continuing in 2014. One hotel specified the impact of GCC holiday dates and the growth of Dubai International Airport as directly contributing to its increased room rates. continues on page 3 The data demonstrated growth
03 Exhibitor and industry news 16 Intro Asia: The data behind Hospitality 360 25 Can Dubai support another 100 hotels? Published by
A publication produced for dmg :: events © Copyright 2013 CPI. All rights reserved. While the publishers have made every effort to ensure the accuracy of all information in this magazine, they will not be held responsible for any errors therein.
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continues from page 1 Outdoor and Resort Experience, we present HORECA as a focus for catering and kitchen equipment, right through to tableware and F&B accessories. Ensure you make time for this year’s Vision Conference – with more than 50 sessions and keynotes, panel discussions and seminars, this is an indispensable source of knowledge, experience and inspiration that offers the industry its best guide to the challenges and opportunities facing today’s hospitality sector. Take a look with us into two very exciting markets, firstly a presentation on the hospitality, hotel and food sectors in Saudi Arabia and The Hotel Show Saudi Arabia; and secondly a glimpse at the booming hotel industry of Asia and how you can access it through our new event, Hospitality 360 in Singapore. Add to this Well Tech’s Hotel Room of the Future; The Architect, Developer and Investor luxury
lounge, featuring high level networking and presentations; the Hotel Show Career Day; and the launch of the co-located Leisure Show, and we believe that you will find your time here in DWTC well spent and valuable to both your career and your business. Finally, we’d love to hear your thoughts on what elements you’d like to see at next year’s show and your ideas for how we can make things even better, so feel free to come along to The Hotel Show stand to discuss with the team.
is also feeding through from the leisure market, with 41.7% of GMs observing a parallel between the opening of new attractions and increased occupancy. Reflecting on forecasts made in Q4, 2012, 83.3% of the responding GMs reported a change to their predictions. On the other hand, the increased supply of rooms,
in lieu of increased demand, has had the greatest negative effect, according to 83.3% of GMs surveyed and 75% say room rates have increased on 2012 prices. The online survey was answered over July and August this year. Hotels in the survey varied from 2-star to 5-star with the majority of respondents (66.6%) observing trends from the 3-star and 4-star markets.
continues from page 1
Editorial Department Dave Reeder, Editorial Director E: dave.reeder@@cpimediagroup.com
Gary Wright, Editor E: gary.wright@cpimediagroup.com Karen Osman, Reporter
Christine Davidson Event Director
Jaya Java, Reporter Sales & Advertising Department Vass Mafilas, Director of Sales E: vass.mafilas@cpimediagroup.com M: +971 (0) 55 887 0720 Ankit Shukla, Sales Director E: ankit.shukla@cpimediagroup.com M: +971 (0) 55 257 2807 Ajay Sharma, Senior Product Manager E: ajay.sharma@cpimediagroup.com M: +971 (0) 50-4195067
Hotel
H O T E L
HOTEL Design and Production Department Chris Howlett, Art Editor E: chris.howlett@cpimediagroup.com
83.3% GMs say ADR has changed from original 2013 forecasts
Hote l
GMs report o ccupancy is higher than 2012
COO Nadeem Hood
Melanie Mingas, Senior Editor E: melanie.mingas@cpimediagroup.com
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SURVEY RESULTS
75%
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58.3% Predict the trend will continue in 2014
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Nights is the average length of stay reported by 66.7% of respondents; 41.7% of which say the level is on par with 2005
Marketing & Distribution Rochelle Almeida E: rochelle.almeida@cpimediagroup.com Subscriptions www.cpievents.net/mag/magazine.php Printed by Emirates Printing Press LLC, Dubai, UAE
Gerald Lawless, CEO Jumeirah Group
Speaking to Hospitality Business Middle East on the growth of inbound Chinese tourism to the UAE "There is data which claims there will be 100 million outbound Chinese travellers by 2020. I think that actually we are well on target to achieve that before. You can see anywhere in the world where people accumulate wealth, the first thing that want to do is travel."
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SEPTEMBER 28 - 2013 THE HOTEL SHOW
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OTA partnerships hit 90% Growing share of hotels dependent on third party bookings BY MELANIE MINGAS Up to 90% of hotels utilise online travel agents (OTAs) to drive bookings to their hotel, year round, with the same proportion also promoting rates via social media, in a bid to drive volume. The figure, taken from The Hotel Show 2013 GM Survey (see graph) demonstrates the application of changing distribution models and the impact and reach of OTA sites. Industry-wide, 10% of a total volume of online reservations worth $1.6bn are now made online. Reporting the Raffles Group’s own
website and booking engine doubled business in the first six months of 2013, compared to 2012, Dubai of respondents gain property GM Andrew Abram up to 30% of total explained: “Raffles as a company has bookings from online sources focused more aggressively on online bookings. We are not suggesting it is going to replace business from our other partners, but it is another distribution channel. “All hotel companies are looking to all channels to drive business and of respondents say up to 10% of total OTAs are important key partners for bookings come from us, but there are many key partners,” mobile devices he added. On the other side of the coin, since Ramadan, Jebel Ali Hotels has tempted its travel agents, both online and off, with iPad and diamond give-aways, in return for booking room nights. reported a “tangible result” from social Data published by eMarketer. media use over the com in June this year, revealed the last 12 months average number of online bookings stood at 148.3 million annually, with the total percentage of same day hotel reservations made via smartphone, standing at 65%. Since 2007, online travel sales have risen from an annual value of $93.8bn to a current $162.4bn, covering both travel and accommodation. Of this total hotel reservations accounted for 39%, with airline reservations a close second at 37%. Looking at reviews, the average number of reviews for a hotel on external review sites currently stands at 238.
40%
30%
80%
In total, 45% of all hotel bookings globally are now made online, according to data from HotelsCombined.com, whose regional manager Amer Al Halabi, pictured, will speak in the main conference hall at 17.30 today.
The Hotel Show 2013 Industry Report What % of your total bookings come from mobile devices (Tablet or phone) Response Count
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50%
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20 - 30%
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THE HOTEL SHOW SEPTEMBER 28 - 2013
Global rise in ADR takes rates to 2006 levels Pre-crash high for room prices BY STAFF WRITER Data from the Hotel Price Index (HPI) concludes the average price of a hotel room is up 2% over H1 2013, compared to the same period in 2012, taking room prices to a pre-crash rate not seen since 2006. Along with Europe, prices in the Middle East remained “sluggish” according to a statement from HPI, yet the strongest region globally was Latin America, with a 7% increase in prices; followed by North America and the Caribbean at 3% and 5% respectively. Set at 100 in 2004, the HPI tracks real prices that hotel guests actually paid for their accommodation around the world. The index for the first six months of 2013 stands at 111, eight points lower than its peak in the same period of 2007 and just 11 points higher than at its launch.
Omniyat premium hotels due 2013 end UAE developer to debut two international premium brands and three “mega service” apartments BY STAFF WRITER Regional developer Omniyat is to debut two “international premium hotel brands” in Dubai before the end of 2013, in addition to three “mega service” apartment projects over the same period. All located in the Downtown district, the new hotels will be built on one of the firm’s 15 plots, which span a total of 2.9m feet. Further details of the five developments will be announced over the upcoming CityScape, at Dubai World Trade Centre. Talking about Omniyat’s investment, executive chair and CEO Mahdi Amjad, said: “The UAE’s economic growth has increased confidence in the hospitality sector and Dubai’s government initiative to attract 20 million tourists by 2020 and its increasing investment in tourist attractions with the increasing occupancy of current hotels have, motivated the company to further invest into hospitality. "We think that these two premium hotel brands will bring added value to the hospitality and more significantly real estate industries in Dubai.”
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Expanding leisure options for guests Sector becomes key component of guest demand BY GARY WRIGHT Half of the region's hotel GMs, surveyed in the run up to The Hotel Show 2013, said they offered outdoor leisure activities to their guests, varying from pool activities right through to windsurfing. The trend reflects a growing requirement among hotels to provide attractions for guests as part of their stay. As expected, every hotel in the survey had a gym or health club with just one in 10 contracting dayto-day running to an outside organisation. More than half the hotels surveyed (55.6%) allowed visitors who were not staying at the hotel to use their gym facility. More than one in five of the surveyed hotels had a spa and reported that massage was the most popular treatment (44.4%), with hair treatments and facials running second and third in popularity. One in 10 spa clients sought the full Hammam treatment. Maximising the reach of this sector, The Leisure Show, co-located with The Hotel Show, debuts at Dubai World Trade Centre this week. Event director for both events, Christine Davidson, said: “The leisure and hotel markets complement each other. Great destinations offering the best leisure options mean that the hotel industry thrives, and a thriving hotel industry increases customers across the leisure industry.”
The topic will be visited in more detail during The Vision Conference, with a session at 13.00 on day two, titled Widening the Range of Tourism Offerings, and an exclusive DTCM presentation at 13.45: Structuring for the Future by Majid Al Marri, DTCM director of classification.
Sofitel signs to operate former Westin Jeddah Jeddah’s “best hotel” to open 2014 with plans to add So brand to Dubai portfolio BY MELANIE MINGAS Robert Gaymer Jones, Sofitel global CEO, has announced the luxury French operator, part of the Accor group, is to operate the former Westin Jeddah, following a signing in Dubai with the property owners, Al Tamiuz Hotels and Resorts. The property will be the second of a potential four in the Kingdom, following the opening of one property in Al Khobar and two further unconfirmed opportunities in Mecca and Medina. Each of the properties has different owners. Leveraging the religious and leisure, business, domestic and international markets, Gaymer Jones says the focus is also on creating brand affinity to drive international GCC business to
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properties in Europe, Asia and the Americas. “Once we have done this we have covered Saudi Arabia so I can’t see us necessarily doing more. We will have created an awareness of our brand, which is important to us…. as we develop more hotels across this market. There is opportunity to develop more in Dubai, including the opening of a So branded hotel.” The announcements follow a 50% cut back on Sofitel’s global collection in 2009, in order to realign the brand. It was one Gaymer Jones' first decisions as CEO. Now rebuilding the portfolio, he reveals the maximum number of properties Sofitel aims to operate, once the rebuilding of the brand is complete, will be "in the region of 150".
Robert Gaymer Jones.
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Starwood’s 11th Turkish hotel to open 2014 118 room St Regis Istanbul to open Q3 2014, following Sheraton launch in 2013 Said Cengiz Çetindogan, chair, Demsa Group: “Demsa continues to contribute significantly to the increase of the confidence of global brands in Turkey’s economy through initiatives and investments. “For the Maçka hotel project, located in the distinguished Nisantasi neighbourhood, we want to collaborate with St. Regis, a global brand that has remained committed to high standards and exceptional service for over a century.” The opening will follow that of Starwood’s 10 th property in Turkey, a Sheraton branded property, before 2013 end.
BY MELANIE MINGAS Starwood will open its 11th hotel in Turkey in H1 2014, with the debut of the St Regis brand in the European half of Istanbul. The announcement follows an agreement signing with Demsa Group, which will see the 118 room hotel opening in the upscale Nisantasi neighbourhood in the Sisli district. “We look forward to a long-term collaboration with Demsa Group starting with the launch of our St. Regis brand in Istanbul, a thriving historical city that is becoming a major player in global travel,” said Michael Wale, president of Starwood Hotels and Resorts, EMEA.
Transport infrastructure affecting performance Abu Dhabi, Cairo and Doha need transport improvements, say hoteliers BY GARY WRIGHT Abu Dhabi and Cairo are the two cities most in need of improvement to their transport infrastructure, according to hoteliers responding to The Hotel Show 2013 GM Survey. The UAE and Egyptian capitals were both named by 27% of GMs who were asked: “Which city do you believe faces the greatest challenges due to lack of suitable transport infrastructure?”
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Third was Qatari capital Doha, notorious for its traffic jams and extensive building works, which continue to cause rush-hour gridlock. Fourth was Dubai followed by Saudi Arabia's second city, Jeddah. These were followed by Muscat, Oman. Not one respondent named Saudi Arabia's capital city Riyadh, possibly because its $23bn Metro scheme was announced during the survey period. Qatar’s future, especially its infrastructure, will
be one of 50 topics covered during The Hotel Show 2013 Vision Conference.
At 18.15 today, CPI Construction Group editor, Stephen White, will lead a debate between luxury hotel designer Steven Miller FAIA, RIBA; Avsar Koc, regional director of sales for Kempinski Hotels; Hicham Hassouni, development senior manager of Accor Middle East; and Capital Gate architect, Jeff Schofield.
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Building customer loyalty through innovation Burgess continues its fifty-year success building on relations in the Middle East BY KAREN OSMAN Award winning designers and Hotel Show veterans Burgess furniture will this week showcase SlimLite™, its lightest aluminium banqueting table to date, suitable for both indoor and outdoor use. With a wide choice of either flock or laminate top finishes and a variety of sizes up to 2.4m in length, sales and marketing director Simon Richards is expecting a substantial amount of interest in the range. He explained: “Our customers are the ones who help us design the right products every time. We listen, we design and then we listen again and make any changes. As a result, we are always giving the customer what they want. It’s what our customers think that is the real test, if they are happy so are we.” Also on the stand will be the new meeting system, Meet-U®. The Design Guild Mark products feature modular table configurations with an aluminium
underframe, which would weigh about one-third of the traditional alternative, steel, the product will provide a welcome relief to banqueting staff in the region’s busy hotels. “Weight is always a key issue in hotels, as is storage,” reported Richards. “We use aluminium in so many of our products...[it] is strong, very light and also 100% recyclable.” The demand is also coming from hospitality’s need to enhance meeting facilities. With long-term customers such as Crowne Plaza, Hilton, Mariott and Sofitel, some of which have stood by the company for more than 35 years, Burgess Furniture is keen to continue its longevity in MEA markets.
Visit Burgess at stand number 5D 116.
Interactive first on the table Entertainment and menu presentation changing furniture BY MELANIE MINGAS The ability to merge innovations in technology and design will be a seminal development in hospitality over the coming years, but for KPTAC Technologies and LifeSize Touch the future has already arrived. Introducing the concept of the interactive table, the eMenu table is designed for hospitality and leisure companies who want to entertain or inform their guests, in lobbies, waiting rooms and restaurants. The touchscreen menus are protected under a layer of toughened glass, making them resistant to spills and damage, and easy to clean; a must in the hospitality industry. The ground breaking development creates a memorable guest experience in reception areas, office entrances,
coffee shops, restaurants, bars, leisure venues and waiting areas. Aatif Khan, KPTAC Technolgies MD, said: “Our ground breaking product designs are entirely invented by us and we have complete control over product alterations and new product lines. Our interactive furniture is brilliantly handmade in the United Kingdom to the highest standards. Our proprietary designs are carefully manufactured by the same team that supplies quality retail furniture to leading high street names.” The KPTAC Technologies team will install a specially prepared, one-off development of the patented eMenu table system in the VIP Lounge.
Visit KPTAC at stand number 8E 238
Market diversity will drive design Saudi furniture manufacturer reveals future trends BY KAREN OSMAN The next big thing in hospitality furniture design will be inspired by a rise in limited service and budget hotels, says the CEO of regional hospitality furniture manufacturer, Stylis. Speaking during the company’s first appearance at The Hotel Show, Hesham Ibrahim, said: “We feel that there is going to be more demand for the budget hotel in the future, which will allow more people the opportunity to travel and enjoy basic, yet aesthetic, accommodation.” Continuing to shape this new demand, Ibrahim added that today’s savvy travellers expect smarter solutions, and that he believes classical, heavy furniture is now making way for function, with intelligently designed spaces and an increased emphasis on technology. “We have certainly noticed a trend towards modern contemporary designs in contrast to the more complex hotel room décor that was so frequently seen in the past across the region,” Ibrahim continued. During the show, Stylis will unveil a sophisticated modular furniture solution that meets the need for combined function and style. Designed, developed and manufactured in house, the flexible structures reflect the evolving tastes of the modern Middle Eastern hospitality sector. Across the region, Stylis has worked on a number of 4-star and 5-star hotels.
Visit Stylis at stand number 7D 190
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Theming trend to hit Middle East Nakkash Gallery to showcase two lines to help hotels develop new concepts BY JAYA JAVA From Tokyo and Copenhagen to London and New York, hotels are designing creatively themed rooms in a bid to tap into guests’ individual interests, capturing their imaginations with individualised experiences. Interior companies are expecting this trend to slowly catch on in the region. “There is an increase in demand for personalised spaces within the interior of these extensive hotels across the Middle East,” according to Aya Nakkash, marketing manager at Dubai’s 20 year old interior design consultancy Nakkash Gallery. “Guests seek unique experiences during their stay [and] themed guest rooms are new concepts that are slowly gaining interest in the industry, [which will] contribute greatly to the overall guest experience.” At the forefront of design, driven by research and innovation, Nakkash Gallery sources furniture from around the world, designing eclectic versatile themes that merge contemporary and classic styles to create unique looks. Returning this year to The Hotel Show with its
eponymous collection, Nakkash Collection (NC), as well as Platform (pictured), a lounge furniture line by Rausch, Nakkash also forecasts a move towards merging traditional and modern designs in hospitality interiors. Made with glass fibre reinforced plastic, with optional LED lighting, Platform is a versatile
furniture collection suitable for both indoor and outdoor use, while NC blends nature-inspired design with lightweight, durable materials such as powder coated aluminium and patented Batyline® fabric, for an all-weather outdoor range.
Visit Nakkash Gallery at stand number 5D 116.
Spend now Vintage modernity to save later
High-end Middle East hotels can differentiate through personalisation
LED colour innovations to be demonstrated by Global Light BY JAYA JAVA Putting the fun into LED, Global Light and Power will exhibit its colour changing RGB technology, alongside industry favourites such as down lights, flood lights and underwater lights. “We want to show people that you can have a lot of fun with LED light, while also saving dramatically on energy costs," said Jane Aldersley, director of design and sales. “Compared to traditional lighting, LED can save up to 90% power consumption, with the longest lifetimes and least maintenance .” According to Aldersley, with the density of highend hotels across the region, opulent interiors and exteriors necessitate high-quality LED lighting. While requiring a higher upfront investment, the lights require less maintenance and less frequent replacement, preserving the luxury image of properties. Global Light also offers a three year parts and labour replacement guarantee.
Visit Global Light and Power at stand number 7A 200.
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BY KAREN OSMAN Few things in Dubai can boast century-old heritage, but hoteliers can source their own piece of modern vintage this week from Luxury Visions. Spurred by the needs of the Emirate’s 20,000 5-star hotel rooms and high guest expectations Luxury Visions will exhibit its 130-year-old linen and bedding brand, Bellora, at this year’s show. Today hotels have to consider every sensory touch point to create a personalised experience that entices loyalty and it is this understanding that led Sandra Kapp to hone the opportunity of maximum personalisation for guests and tailormade fabrics and textures. She explained: “Hotels are trying to create a sense of welcome stronger than before, it is not only the architectural structure that counts when you arrive.” “We try to give the hotels linen and bedding that reflects thoughtfulness towards the guest. Some people, due to their work, live in hotels for years, and we can help hotels make [these] rooms feel like home,” shared Kapp. As individual hotel brands have to work harder at creating an inimitable identity to distinguish them from their competition, Bellora’s sister company, MyStyle Bags is often asked to supply
personalised bags for hotels who like to leave a unique memento for their guests. Showcasing both their retail as well as bespoke ranges, made entirely in Italy, Kapp said: “We hope our products can be an inspiration for the hospitality industry.”
Visit Luxury Visions at stand number 4D 60
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THE HOTEL SHOW / DAY 01 FIVE MINUTES WITH
Old tool, new tricks The individual user has mastered Facebook, but businesses have not. Walid Driss from Facebook MENA explains how the hospitality industry can drive its businesses objectives in new and disruptive ways
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hat will you speak about at The Hotel Show? We will talk about the opportunity for businesses, and in particular the hospitality industry, to reach out and connect with people from around the world, leveraging a platform like Facebook where people are particularly engaged talking about travel and tourism. The opportunity for the hospitality industry is to drive its business objectives in new disruptive ways, influencing and inspiring people about destinations and properties and eventually converting them into customers. Doesn’t everybody know how to use Facebook? Why should they attend this session? Everybody knows how to use Facebook as a user, but businesses don’t really know yet how to use it. Facebook for business is a new practice. Many know they have to do something with Facebook but don’t know exactly what they should be doing. But some companies have cracked this and they are developing best practices in marketing through Facebook. It’s an emerging discipline and it’s work in progress. We will present the potential of this. We obviously can’t get into the technicalities of how to do this in such a short session, but we will definitely give some highlights.
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" THE OPPORTUNITY FOR THE HOSPITALITY INDUSTRY IS TO DRIVE ITS BUSINESS OBJECTIVES IN NEW DISRUPTIVE WAYS, INFLUENCING AND INSPIRING PEOPLE ABOUT DESTINATIONS AND PROPERTIES AND EVENTUALLY CONVERTING THEM INTO CUSTOMERS " What are the most common misconceptions of what can be achieved through social media marketing? There are two main misconceptions when it comes to marketing through Facebook. The first one is to consider Facebook as a gadget, something good to have because it’s so popular, but not being the focus and at the core of the business, as it can or should be. Some companies consider Facebook as just an extension of their other marketing communication channels, but actually it is a different channel and it requires new capabilities
that companies need to build in order to leverage this opportunity properly. The second misconception is to consider Facebook as a window for free marketing. It certainly gives free access to 1.2 billion potential customers around the world, but real value never really comes for free. Scaling up a serious business marketing through Facebook requires commitment and investment.
Walid Driss will speak in the main Vision Conference theatre at 14.30 today
HALL 8 STAND B230
info@interelme.com | www.interelme.com
SEE IT FIRST! INTEREL is launching 14 new releases at Hotel Show 2 2013. 013.
Upgrade existing hotels easily with our revolutionary RETROFIT solution lution for room and energy management.
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THE HOTEL SHOW / DAY 01 HOSPITALITY 360
Held in Singapore March 13 – 16, Hospitality 360 will provide access to the hoteliers and suppliers established in the $3bn Asian hospitality market. Over the coming decade, growth across the continent is expected to double that of other markets. Here are the key figures
KEY MARKET PERFORMANCE City Beijing Pattaya Tokyo Hong Kong Singapore
ADR (US$) 120 77.95 162.27 194 226
H1 2012 – 2013 YoY % change +6% +10% -2% -2% +4%
The Asia Pacific hotel development pipeline comprises 1,829 hotels totalling 401,024 rooms, according to the August 2013 STR Global Construction Pipeline Report.
562 106,161
Hotels Rooms
500+ 70,000+
Hotels Rooms
STARWOOD
5,351 10,907 SHANGHAI
7,172
ACCOR
WYNDHAM
STR GLOBAL: ASIA’S HOTEL PIPELINE
BEIJING
THE INTERNATIONAL BRANDS RULING ASIA
250 82,077
Hotels Rooms
IHG
TOKYO
230 62,111
Hotels
8,767
7,244
MANILA
BALI
8,167 JAKARTA
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Rooms
MARRIOTT
109 39,313
Hotels Rooms
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DAY 01 / THE HOTEL SHOW HOSPITALITY 360 PRICING THE BOOM
A report by Hotels.com states hotel prices in Asia were the only regional prices to decline, with an average 2% reduction between prices H1 2013 and H1 2012. The Asian Hotel Price Index (HPI) stood at 105 for H1 2013, the second lowest region ahead of Europe and the Middle East. It has the most ground to make up on its H2 2007 peak of 137 and is still behind its 2005 level, although individual cities in the area have performed well, the report stated. Three cities recorded 6% gains: Taipei to $170, Kuala Lumpur to $132 and Beijing to $120. Singapore grew 4% to $226. 150 Asia
Pacific
140 130 120 110 100 90
H1 2013
H2 2012
H1 2012
H2 2011
H1 2011
H2 2010
H1 2010
H2 2009
H1 2009
H2 2008
H1 2008
H2 2007
H1 2007
H2 2006
H1 2006
H2 2005
H1 2005
H2 2004
H1 2004
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Hotels.com HPI half-yearly breakdown by region from H1 2004 to H1 2013
Asia's "Top 10 Brands" The “most successful” Asian hospitality brands, as named by the industry, and reported in The Brand Company’s first Asian Hospitality Brand Survey
66.7% Asia Pacific July 2013 average occupancy
Shangri-La Hotels and Resorts
$123.59 Asia Pacific July 2013 average ADR
MARKET FACTS
Traders Hotel Mandarin Oriental Hotels Banyan Tree Hotels and Resorts Angsana Hotels and Resorts The Peninsula Hotels Aman Resorts Six Senses Resorts and Spas Swire Hotels The Langham Hotels
-3.5% H1 decline in RevPAR, continentwide
140,000 International style hotel rooms in Tokyo alone
For more information on the show visit www.Hospitality360.com SEPTEMBER 28 - 2013 THE HOTEL SHOW
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THE HOTEL SHOW / DAY 01 ESSENTIAL INSIGHT
Hotel hackers
With the rise in the use of personal mobile devices and increasingly sophisticated malware, hotels expose themselves, their guests and staff to IT security risks. Here, experts advise on risk levels and how best to reduce vulnerability. For a full debrief on the issue, attend 'Hotel Security:Technology & Data Centre Security' by Tareque Choudhury, chief security officer, British Telecom, from 13.45 in the Vision Conference main theatre
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hat are the main issues facing IT security in the hospitality industry? Shirley O’Sullivan: The hospitality industry is unique in that hundreds of different people access the network on a daily basis with their own mobile devices. These devices are outside the control of IT, but once infected, become part of a botnet and can send personally identifiable information back to command and control servers. Additionally, there is the potential for hackers and infected systems to come into the hotel and set up a fake wireless access point from which they can steal information from unsuspecting guests. There are known viruses in the wild that do this already, and hotels provide the perfect
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environment in which to unleash it. Nicolai Solling: There are a number of unique requirements to IT security within the hospitality industry. First of all there is the question of how to protect the client data; most importantly payment information in accordance with PCI compliance. Another big issue is that network access and providing an internet connection have become services that many hotels offer on the same level as they offer a bottle of water in the room. However, there is a unique requirement to identify the specific user and their traffic behaviour so that any legal investigations can be performed in case the guest is utilising the link for illegitimate purposes.
The final major thing which everyone in the industry needs to focus on is how the IT systems supporting the hotel are working. These could be the IP-TV system, IP-telephony system, billing systems and online booking portals. All systems require a very high level of availability and security as they could be target of attacks affecting their overall integrity or availability. Ovais Qayyum: Right now one of the biggest issues is that several hotels have flaws in their core network topology and wireless network security, which allows for exploitation by malicious users. The impact of this is the loss of privacy for guests. David Emm: Cyber threats are universal in nature and cybercrime - i.e. malware-for-profit - has been around for almost a decade. The number
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DAY 01 / THE HOTEL SHOW ESSENTIAL INSIGHT What if? How to risk assessby David Emm, Kaspersky Lab 7ii[ii Wbb j^[ h_iai j^[ YecfWdo \WY[i WdZ ask how security might be compromised 9WbYkbWj[ j^[ Yeij je j^[ Xki_d[ii e\ W breach by analysing threats from the previous 12 months. 7dWboi[ ^em [\\[Yj_l[ j^[ c_j_]Wj_ed strategy is, including how the business functions; where staff operate; what devices they use to conduct business; where corporate data is stored.
of targeted attacks is increasing. They are often highly-sophisticated, but typically start by exploiting human weaknesses, i.e. tricking people to click on links, or reveal information that helps attackers to get a foothold in the organisation. The massive increase in online activities makes it a lot easier for would-be attackers. Cybercriminals now adopt a ‘steal everything’ approach to harvesting data and then mine that data for specific information. Bhavesh Raval: The main issues are visibility of who is doing what on the network; security violations across admin and guest zones; wireless congestion and security breaches; security of guest information, including financial data; security of the databases; security of the admin and guest networks; and video content security.
How high is the level of threat/ risk to hoteliers and how can this be minimised? SS: Since the majority of devices accessing hotel networks are out of the control of the hotel’s IT group, there is a significant risk. The most important way to mitigate the risk is to protect the devices while they are on the network. In some cases, that may mean preventing already infected computers from sending confidential information back to command and control servers, in other cases, it will mean preventing users from downloading malware. OQ: This could result in loss of critical business information and unhappy guests with very bad hotel experiences. The lack of security would mean that whilst guests are accessing the internet through the network they are at risk of fraud or theft of personal information, including credit card details. NS: There are a number of risks but a few can be greatly minimised by deploying the right kind of security at the time of infrastructure design. For example, internet or wireless should be separated out onto a different infrastructure from the business systems to reduce the complexity and costs associated with decent security segmentation. Another area any hotel needs to look at is how they log information on internet usage. Quite often I stay in hotels where no authentication or logging is taking place and I am positive that in the event that these hotels are involved in a legal investigation, they will have a big issue on their hands. In case a hotel does not have the capability of managing these log requirements it may be needed to subcontract hospitality internet services to a third party. But this can be a concern as hotels will lose out on a serious revenue generation service. BR: There is a high risk of a whole network being compromised by the guest network and the revealing of guests’ activities and financial information. This can be minimized by implementing network and information security solutions.
What are the most common mistakes made by hoteliers when sourcing and using IT? SS: It is important to remember that security is only as strong as the weakest link. For hotels, that is typically the user. NS: My specific experience with hotels is mostly as a user but what frustrates me often is that the IT services can be below the standard of the hotel. For example, when I check into a 5-star hotel I also expect a 5-star internet connection. Unfortunately this is very rarely the case. Another area for concern is data privacy within the sector. I recently booked a table for a relatively large group and I was requested to send a photocopy of both the front and back of my credit-card along with the authorisation form. OQ: A very common mistake made by the IT departments within hotels is to squeeze the IT budget as low as they can by running multiple services on the same infrastructure in order to save infrastructure costs. This is achieved by using allin-one UTMs (Unified Threat Management System) in order to manage IT/network services out of the same box instead of using a proper firewall which can impose much robust security on the network level. DE: More companies are outsourcing due to a perceived cost and efficiency benefit; and providers are keen to stress that they can take care of all aspects of data management – including security – freeing the customer to concentrate on its core business. There may be cost benefits, but the data remains the company’s even when not stored on their own in-house servers. Responsibility for the security of that data – as well as regulatory responsibility for the data – remains with the company too. BR: Many hoteliers lack an IT strategy, and face issues with budget constraints and multiple vendor selection for delivering a single solution. What could be the ‘worst case’ outcome for hoteliers ignoring the risks posed in IT security? SS: For hoteliers, a security breach could result in the theft of guests’ personally identifiable information, which would have a significant impact on the hotel’s reputation. NS: Success in hospitality is all about maintaining an image and appearance, especially here in the Middle East where we have more 5-star hotels than any other place in the world. If the IT service does not deliver to the same 5-star status, it can be a serious issue. OQ: The danger of not securing a hotel’s network is that a malicious user could gain access to guest information or other confidential files which may include credit card details, insurance details, bank details etc. DE: Cyber attacks may lead to the leak of customer bases, including bank cards. This in its turn may have very negative effect on the business in general and in the most serious scenario can result in bankruptcy.
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THE HOTEL SHOW / DAY 01 ESSENTIAL INSIGHT How could hoteliers overcome these situations? OQ: Most of the wireless security issues can be resolved by simply using the most updated form of encryption i.e. WPA/WPA2 along with VPN and updated firewalls and antivirus. In addition to this, working with Minerva and their approved partners will ensure that the hotels get all the expertise they need to deliver a truly cost-effective, reliable and cutting edge solution, which provides them with the trust they deserve using products such as Motorola, Ruckus Wireless, Adtran, Bluesocket etc. SS: Hoteliers need a security solution that can help guests make safe choices by default. Essentially, they need a security solution that makes it difficult for guests to be unsafe. NS: Generally hotels should be very focused on customer service. They need to think IT and how IT services can deliver better services. If services are not available it can impact the overall experience in a very negative way. Due to this any hotel should focus on understanding how robust their services are to attacks, if availability is good enough. finally there should be no doubt that data related to the stay is safe. DE: The way in which we all work is changing. We don’t just conduct business in the ‘workplace’ anymore and we use a combination of different types of device. These both make corporate security more complex. It’s essential that organisations of all kinds adopt a ‘follow-me’ security strategy that involves protecting staff and the data they are accessing, wherever they
David Emm, Kaspersky Lab shares the following guidelines will help to minimise the risk of employees being used to compromise the company :[fbeo Yecfh[^[di_l[ fhej[Yj_ed \eh Wbb endpoints, including smartphones. A[[f M_dZemi" E\ÓY[" 7ZeX[ H[WZ[h" <bWi^" Java, QuickTime, etc. updated Ki[ ,*#X_j ef[hWj_d] ioij[ci$ Ki[ =ee]b[ 9^hec[ \eh M[X Xhemi_d] # Chrome’s unique sandboxing of plugins provides additional security. ?dijWbb j^[ A8 IIB ;d\ehY[h fbk]_d" je \ehY[ ‘https’ links. Ki[ W LFD je WYY[ii j^[ ?dj[hd[j m^[d travelling, especially for wi-fi. ?di_ij ed Yecfb[n fWiimehZi \eh YehfehWj[ systems - ones that mix uppercase, lowercase, numbers and symbols - and make them at least eight characters. H[Yecc[dZ j^Wj ijW\\ ki[ W kd_gk[ password for each web site or online account and that they make them complex passwords.
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“ THERE ARE A NUMBER OF RISKS ASSOCIATED WITH HOTELS AND A FEW OF THEM CAN BE GREATLY MINIMISED BY DEPLOYING THE RIGHT KIND OF SECURITY AT THE TIME OF INFRASTRUCTURE DESIGN” are. This should include not only endpoint antivirus, but also encryption of data and the use of VPN. In addition, companies need to include staff education in their security strategy, so that employees understand the dangers and the
reasons behind company security policy BR: To overcome such issues, hotels should create and implement a well defined IT strategy with strict IT security standards. And this security strategy should cover the guest information, hotel networks, hotel systems, and service uptime.
THE PANEL
Shirley O’Sullivan Vice president of marketing for EMEA at Blue Coat Systems
David Emm Senior regional researcher, global research and WdWboi_i j[Wc" AWif[hiao BWX
Ovais Qayyum Technical manager, Minerva
Nicolai Solling Director of technology services at AG
VASS MAFILAS Mobile: + 971 55 887 0720 Direct: + 971 4 440 9112 Email: vass.mafilas@cpimediagroup.com
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THE HOTEL SHOW / DAY 01 KEYNOTE CLOSEUP
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DAY 01 / THE HOTEL SHOW KEYNOTE CLOSEUP
Day one keynote speaker Alex Barder of Sabre Hospitality explains why the incorporation of digital into business management practices is no longer
H
ow has digital changed the hospitality industry? The fast movement into a digital hospitality industry has had farreaching effects, not the least of which being that it has enabled transparency and immediacy from both a consumer and a hotel perspective. The realtime feedback loop across various channels has changed service levels and response times; social media has changed the face of not only service but also communication between the hotelier and guest; and the move into the cloud for hotel systems has enabled new forms of working and more convergence in traditional roles. Is it possible to see digital as an optional addition to business management, rather than something that is transforming the industry? Not in distribution and marketing where Sabre Hospitality Solutions is focused. Optional really should be removed from the hoteliers paradigm when this subject is approached, and and instead, the questions of how, where, and which (digital) channels should form the core of their strategy. In order to capitalise on the strongest opportunities, the hotelier needs to be present everywhere their guests are, and available and accessible on those channels at all times. The consumer brand experience must be equally consistent across all channels. Digital has played a huge role in the way revenue management, marketing, distribution and operations are interacting, so from a business management perspective, it is essential at this point to incorporate this into the overall strategic view of the business for continued growth. What are the key opportunities here that the hospitality industry should seize upon? There are great opportunities to be seized upon in CRM, data and analytics due to digital – this is also critical for hotel business management. The hotelier can understand guests and their marketplace in a deeper, more meaningful way, enabling better promotion, better product
I THINK IT’S EASIER TO UNDERSTAND THE BIGGER PICTURE IN DIGITAL BY TAKING A GOOD LOOK AT THE WAY CONSUMER SHOPPING BEHAVIOUR, AND THEREBY ALSO CONSUMER EXPECTATION OF THE MARKET, HAS CHANGED placement, solid foundation for better business decisions, and can drive more loyalty and brand growth in this way as well. How hotels manage their online reputation is of growing importance and using software such as ReviewPro to assess their guest reviews across hundreds of channels substantially helps this initiative. Additionally, the industry has a great opportunity to focus and improve the way they engage with mobile, social media and meta search platforms. Mobile now accounts for almost 30% of traffic to hotel websites. All three have seen vast growth and impact across the hospitality industry, and ensuring your company connects and manages these platforms in an efficient, clear and cost effective way, will naturally breed success.
Is ‘digital’ a change that is contained within individual business and properties or does it have a wider impact? How? I think it’s easier to understand the bigger picture in digital by taking a good look at the way consumer shopping behaviour, and thereby also consumer expectation of the market, has changed. We have seen the consumer embracing digital with a speed that is often faster than individual business and properties have anticipated in many ways, with the adaption and constant evolution of mobile, the expectation of fast answers, and the ability to find the right information instantly through the channel of their choice. As this behaviour, as well as the consumer technology marketplace, has digitalised so significantly, consumers have adapted the expectation to be able to interact with brands using their preferred medium at all times. Brand loyalty is fostered to a large degree in meeting those needs and expectations, including at the search/book/service touch points. The short answer is therefore: digital impact is global, far-reaching, and impacts businesses of all sizes, and certainly any who are interacting with guests and digital consumers. What kind of industry response do you hear about the ‘digital revolution’? My team typically hears the question: “How do we keep up?” Hoteliers that work with us tend to be well aware that this ‘digital revolution’ is taking place, but access to the in-depth knowledge, and the resources it requires to face it head-on in an effective way, is what they rely on us for. Sabre Hospitality has recognised the need to adopt a consultative approach to support the hospitality industry and not only offer the right products but also the right advice to ensure its customers can succeed.
Alexander Barder, regional director of business development MEA, will deliver his Vision Conference keynote, at 11.30 today in the main conference theatre.
SEPTEMBER 28 - 2013 THE HOTEL SHOW
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DAY 01 / THE HOTEL SHOW ESSENTIAL INSIGHT
The 100 club: Dubai’s new generation of hotels Pegged to a 13% growth in tourism, Dubai will develop 100 new hotels over the coming years as part of the regenerative master plan, Mohammed Bin Rashid City. Melanie Mingas asks if the demand drivers are strong enough to bring in the crowds
I
n December 2012, UAE Vice President, Prime Minister and Ruler of Dubai, His Highness Sheikh Mohammed bin Rashid Al Maktoum, announced plans for a massive new city that amalgamates some of Dubai’s most famous stalled construction projects. Mohammed Bin Rashid City (MBR) will focus on family tourism, including a Universal Studios theme park that is equipped to receive 35 million visitors; the largest family centre for leisure and entertainment in the Middle East, Africa Indian subcontinent and region; and over 100 hotel facilities. With subsequent phases targeted at retail – that is, a second world record breaking mall a mere camel’s trot from the existing ‘world’s largest’ – cultural offerings and entrepreneurship, the announcement was a commitment to the future of tourism in Dubai. The feasibility of MBR is pegged to a projected 13% growth in the Emirate’s tourism industry, but that in itself is pegged to demand drivers that currently don’t exist on a large enough scale. The question for hoteliers currently, is how will
this change the market? MENA director for Christie + Co, Gavin Samson worked on the recently published Hotel Pipeline Report, which not only established the ratio between ongoing, cancelled and on-hold projects, but also looks at the supply/demand dynamics of the seven Emirates. His belief is that this announcement could drastically readjust the on-hold vs on-going hotel project ratio in 2013 – in turn drastically readjusting market sentiment – and he predicts the real impact of MBR could be felt as early as 2015. However, the sentiment of the announcement is little to do with hotel numbers, he explained to Hospitality Business magazine shortly after the announcement. “The statement came out and everyone is trying to understand what it means. You can get lost talking about 100 new hotels, but I think it reflects Dubai’s commitment to its tourism and commercial infrastructure, which is good news. It comes on the back of economic recovery, the Expo 2020 bid and renewed confidence," he asserts, adding that proper execution of the project would
bring an alignment between supply and demand and a long term time frame for completion. “There are reasonable amounts of supply coming on in the next few years, but from what we have looked at demand exceeded supply in 2012, which is very positive. This year has been so strong but the MBR announcement is five to ten years away, and you can only look at a pipeline with any degree of accuracy, two to three years ahead,” he adds. Driving demand The tourist numbers such a development will require to breakeven are astronomical and the development of the infrastructure to bring them here has previously been hazy at best. Far from creating a desert dreamland full of theme parks, world class malls, and stunning skylines, Dubai’s future growth will be impossible without the cooperation of the Emirate’s airlines and those developing its next generation of airports. “The Dubai International Airport welcomed about 47.5 million passengers in the first ten months of 2012, up 13.5% over the same period in
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THE HOTEL SHOW / DAY 01 ESSENTIAL INSIGHT 2011. The annual passenger traffic last year was about 51 million, and is projected to reach 56.5 million this year and 98 million by 2020,” read at statement from Emmar. Combined, Dubai World Central, Abu Dhabi’s expanded airport and DXB will be drawing 200 million visitors to the UAE annually. Add to this the expanded cruise terminal at Mina Zayed and that’s a huge influx of visitors brought - in most cases - directly to Dubai’s doorstep. Yet according to the most recent figures from the aviation industry, currently only 15% of those travelling through Dubai actually leave the airport and spend time in the city. This is a crucial market segment that will require a targeted and direct strategy if this project is to be successful. TRI Consultant Chris Hewett forecasts: “MBR City will be an excellent platform for increasing this capture rate as it will provide transiting tourists, particularly families, with an incentive to break up their journey and spend a few days in Dubai. The DTCM, Emirates Airline and the local hospitality industry work together to create packages and incentives for transit passengers to stop off in the city and this new development will certainly make it an easier sell.” If that easy sell is achieved and passenger numbers project as planned, 100 hotels could transpire to be a conservative estimate, he adds. Learning from the past MBR was announced in the year that neighbouring Emirate Abu Dhabi faced harsh lessons when pegging supply/demand to incomplete demand drivers. As a string of luxury hotels opened on the capital’s Saadiyat Island, the means by which to draw in their occupancy rates remain stalled. The Guggenheim and Louvre museums, in addition to Zayed National Museum, are all running behind schedule – some by as much as four years – and as a result there are a six very worried GMs at the
Gavin Samson, Christie + Co. “The way I would explain it is that at the beginning of any master plan process, there is always a zoning requirement and a zoning plan for hotel use in amongst all the other retail, commercial and office usages. “The plan is put together on space allocations and that then magically transforms into a number of hotel rooms. If the planning process advances and the necessary due diligence is undertaken to assess what is the hotel strategy, how many new hotels can the market absorb and therefore how many should be developed in the allowable space that the master plan allows? Only then can you really start counting the number of hotels.”
Yet there are figures that suggest the numbers are on Dubai’s side, at least in terms of supply/ demand and the hotel pipeline. Dubai is the largest business and tourist destination in the GCC, and the month MBR was announced there were 577 hotels and 75,171 hotel apartments in operation across the city and wider Emirate. At the same time there were a further 11,307 under construction. The demand in Dubai’s hotel sector increased by 13.9% in 2010 with supply growth of 11.6%, and in 2011 demand increased 17.1% with a supply increase of 11.6%. The picture painted by such statistics only adds to the hunger for success. In January 2013, a spokesperson for Emaar told Hospitality Business Middle East: “To further drive visitor arrivals, Dubai is investing in its infrastructure developing iconic new attractions including the world’s largest mall and the region’s largest family entertainment centre that are part of the newly announced Mohammed Bin Rashid City. “Dubai is also diversifying its tourism portfolio with new cultural attractions and events, under the aegis of the Dubai Events and Promotions Establishment (DEPE). Festive events like the Dubai Shopping Festival, Dubai Summer Surprises and the recently extended celebration of Eid in Dubai have strengthened visitor arrivals.”
island’s flagship resorts. Dubai’s Universal Studios project has already stalled at another location that, despite the plans within MBR, to this day remains nothing more than an arch way to nowhere, and the 50 hotels planned for DubaiLand have amounted to 1: the Abidos Hotel Apartments, which opened Q4 Initial reaction 2012. “I think that you automatically think Hewett advises: “The development ‘here we go again, has nobody learned of key leisure projects should be from past mistakes?’ But then you completed first, namely Universal Room occupancy look back at the progress of Dubai and Studios as this will form base demand in 2011 massive success of Emirates [Airlines] for the entire project as well demand and all the things this place does very for hotels and retail developments. As well,” says Samson. Dubai currently does not have an extensive “There is real rigour and due diligence theme park, this project will create a behind the thought process and if you lot of interest from not only local can think long term enough then yes and regional travellers but also there is ability to absorb a lot more international transit passengers.”0 Room occupancy hotels. It’s just how you look at it. From in 2010 the consultant’s point of view, we’re analysing the market all the time, but you can actually be a lot more positive about it. “If you look at the sensationalist media attention, it’s branded as showboating and my initial reaction to all these announcements is definitely a little Room occupancy caution, but if you can look to 2030, in 2009 then logically there is going to be demand,” he adds.
74.4% 70%
69.8%
Chris Hewett chairs 'Dynamics and Trends Power Hour' at 12.15 today in the Vision Conference theatre, and will be joined by Nick Maclean, managing director, CBRE; Ulrich Eckhardt, regional
Universal StudiosDubai, as the site looks today. The park was planned as part of the troubled DubaiLand project.
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president, Kempinski; Russel Sharpe, CEO, Landmark Hotels/ Citymax; Ross McAuley, VP of brand marketing, Jumeirah Group; Johan Samuelsson, VP and MD Trane; Seetha Sasikala, vertical marketing leader Trane Europe Middle East Africa and India at Ingersoll Rand. The panel will discuss factors driving the industry and 2014 trend predictions.
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THE HOTEL SHOW / DAY 01 CONFERENCE SCHEDULE
Today at the conference 28TH SEPTEMBER 11.00am Official Opening Ceremony 11.25am Jeff Price & Sponsor Opening 11.30am KEYNOTE: An Industry in Flux, Hospitality Goes Digital Online and digital systems have fundamentally changed how the industry reaches its guests and key clients. Marketing and revenue models have been turned on their heads and market reach that formerly lay with the hotels, travel partners and their agents, is now disseminated across global brands that can significantly influence your performance. In this keynote address, Alexander Barder shares insight on both the hospitality and digital industries and where both are heading. SPEAKER: Alexander Barder, Regional Director of Business Development MEA, SABRE WHO SHOULD ATTEND: GM, revenue management, marketing management, PR executive, guest relations, social media manager 12.15pm Maximising Trip Advisor No other booking platform has changed the industry like Trip Advisor. But how, where and when should it be used to generate new business leads, and what are the main pitfalls to avoid? SPEAKER: Dan Cross, Regional Manager, TRIP ADVISOR WHO SHOULD ATTEND: Marketing management, guest relations, EAM, hotel manager, PR executive, social media manager 1.00pm KEYNOTE: Developing Dubai’s Mid-market Online tutorials for unbranded independents. Why online bookings, mobile marketing and increasing repeat business via the internet is not a job for the IT department. Future Vision: Developing Dubia’s mid-market, Online tutorials for unbranded independents. why online bookings, mobile marketing and increasing repeat business via the internet is not a job for the IT department. SPEAKER: Jeff Strachan, Consultant WHO SHOULD ATTEND: Marketing management, IT, finance, PR executive, social media manager 1.45pm “Hotel Security:Technology & Data Centre Security Your data is your business, but how can it be protected and how should security breaches be dealt with? SPEAKER: Tareque Choudhury, Chief Security Officer, BRITISH TELECOM WHO SHOULD ATTEND: Head of IT, office manager,
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ADI Lounge scheduled events SATURDAY 28TH SEPTEMBER 1pm to 3pm The Leisure Market Market trends and major leisure and hotel projects - presented by Emil Rademeyer, General
Gribble, General Manager Hospitality Solutions, Infor (CHAIR) Aime Musonerwa, IT Director, MOVENPICK Tiina-maija Bergman, Managing Partner, Table4ME Saahil Mehta, MD, RESNET MIDDLE EAST WHO SHOULD ATTEND: GM, IT director, DoR, purchasing manager, F&B director
Manager, MCI MEED Projects The new Leisure Show 2014 - presented by Tarek Ali, SPM, DMG Leisure professionals networking 4pm to 5.30pm Meet the Smart Panel Following on from the conference session, your chance to ask more questions of the panelists
BoH managers, EAM, hotel manager, social media manager 2.30pm One step away from 1billion+ people, How Hotels can tap into social marketing A major platform like Facebook has all the people who matter to you, discovering the things that matter to them, everyday, everywhere. Find, connect, engage, and influence the people who matter to you to be your next customers. SPEAKER: Walid Driss, Head of Middle East & Africa, FACEBOOK WHO SHOULD ATTEND: Marketing manager, PR executives, guest relations, GM, social media manager 3.15pm “Smart Guests Demand Smart Guest Experiences Technology is changing how to interact with guests, while also adding to the 5-star experience. From booking systems to FoH software and inroom technology, hear about the latest trends and must haves. PANEL: Jean Pierre Mampaey , CEO, MAXXTON Elias Monsef, IT Manager, GOLDEN TULIP Chris
4.00pm Reducing Reliance on OTAs OTAs can drive phenomenal growth. But when a guest chooses to use OTAs rather than booking direct, you lose revenue. Find out how to capture your market and gain independence. SPEAKER: Dan Cross, Regional Manager, TRIPADVISOR WHO SHOULD ATTEND: GM, Marketing manager, PR executives, guest relations, revenue manager social media manager 4.45pm How to Listen Online: how to build ROI from monitoring and analysing news and social media Co-presenting a case study with a highend chain that has effectively used social media tools to listen to its guests, Learn who should be in charge of social media, how to set their KPIs and why failing to do so is like shouting into the dark. SPEAKER: Jonathan Cartmill, MD, & Mr. Filippo Roselli, Manager, MELTWATER GROUP, & Heather Shaw, Senior Director, Corporate Communications, Middle East and Africa, HILTON WORLDWIDE WHO SHOULD ATTEND: GM, Marketing manager, PR executives, HR manager, social media manager 5.30pm Mobile Booking With the availability of smartphone and tablet technology has come an entirely new way to book hotels. Make sure you site is up to scratch, and lean which tools to utilise and whenAimed at IT departments. SPEAKER: Amer Al Halabi, Regional Manager, HOTELSCOMBINED WHO SHOULD ATTEND: IT manager, marketing, social media manager Intro to Day 2 6.15PM “Qatar: The Future Development of a destination - incorporating leisure and hospitality “ PANEL: Steven Miller FAIS, RIBA Avsar Koc, Regional Director of Sales, KEMPINSKI Jeff Schofield, Architect Stephen White, Group Editor, CPI WHO SHOULD ATTEND: GM, AVP, revenue management, regional director, suppliers, architect, developer and investor
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THE HOTEL SHOW / DAY 01 DUBAI WORLD TRADE CENTRE
General information
T
he Dubai International Convention and Exhibition Centre (DICEC) offers a range of dining, retail and business services for both organisers and visitors.
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PRAYER TIMES Day
Date
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Magrib PM
Isha PM
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Sept 28
04:49
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06:11
07:41
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Sept 29
04:50
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CedZWo
Sept 30
04:50
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DOMETIC MIDDLE EAST FZCO, P O Box 17860, Jebel Ali Free Zone, Dubai, United Arab Emirates Phone + 971 4 8833858 Fax + 971 4 8833868 E-mail: info@dometic.ae
Experience what air can do for your guests and for your business
Visit us at Hall 8, Stand 8 B241 Meet us at the Vision Conference: 29 September at 12:15pm 30 September at 11:30am
Trane cooling, heating, ventilating and air conditioning (HVAC) systems, controls and services transform energy to enhance the quality of life in your hospitality facilities and improve your business performance. • • • • •
Climate control for every purpose Guest room management Energy and Building management Complete HVAC care Flexible cooling services
With Trane Hospitality Solutions, gain sustainability for your built environment.
Trane Middle East and Africa HQ U-Bora Towers, Business Bay, Dubai Office +971 4 428 5200 Fax +971 4 428 5390
Visit www.trane.com to learn more