EDITOR ’ S DIARY
PASSION FOR HOSPITALITY
EDITORIAL Jeff Weinstein , Editor In Chief 1.312.274.2226 E-mail : jweinstein @ hotelsmag . com Barbara Bohn , Managing Editor 1.312.274.2209 E-mail : bbohn @ hotelsmag . com Chloe Riley , Associate Editor 1.312.274.2229 E-mail : criley @ hotelsmag . com Bert Ganzon , Senior Art Director 1.312.274.2227 E-mail : bganzon @ mtgmediagroup . com Steve Vanden Heuvel , Senior Art Director 1.312.274.2218 E-mail : svandenheuvel @ mtgmediagroup . com Brittney Hackbart , Associate Art Director 1.312.274.2216 E-mail : bhackbart @ mtgmediagroup . com Carolina Martinez , Freelance Design E-mail : cmartinez @ mtgmediagroup . com Bill McDowell , Vice President , Editorial Director 1.312.274.2201 bmcdowell @ mtgmediagroup . com
CONTRIBUTING EDITORS Oriana Lerner , Erin Sund
PUBLISHING David Wood , Publisher 1.312.274.2225 dwood @ hotelsmag . com
INTERNATIONAL ADVISORY BOARD Nakul Anand Executive Director , ITC Ltd ., Gurgaon , India Stephen Bartolin President , Broadmoor Sea Island Co ., Colorado Springs , Colorado Geoffrey Gelardi Managing Director , The Lanesborough , London Alex Kyriakidis President and Managing Director , Middle East and Africa , Marriott International , Dubai Christopher Nassetta President and CEO , Hilton Worldwide , McLean , Virginia Monika Nerger Chief Information Officer , Mandarin Oriental Hotel Group , Atlanta Paul Sistare President and CEO , Atlantica Hotels International , São Paulo Susan Terry Vice president of culinary and food and beverage operations , Marcus Hotels & Resorts , Milwaukee , Wisconsin
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2018
MOMENTUM
MAKERS
The run continues as 2017 is about to go into the books as yet another overall positive year for the global hotel industry . Since 2009 , generally the arrow has been pointing up – despite disruption , terrorism , increasing natural disasters and economic uncertainties . Wanderlust seems to trump all these issues and absent any black swan events I don ’ t see it abating .
Of course , a positive forecast doesn ’ t mean its time to relax . Here are a few of the issues and opportunities that will require your attention in 2018 :
Disruption . It is only going to increase as the sharing economy grows and your next generation of customers is more open to alternatives . It is nice to see the vigilance the industry is exhibiting in its fight against “ illegal hotels ” and it should only ratchet up its defense . The alternative is to create your own options . Disruption isn ’ t just for disruptors . Hotel companies are starting to color outside the lines by playing in adjacent spaces . Examples include AccorHotels move into luxury home rental spaces and Hyatt moving deeper into the wellness space outside its hotels ’ four walls . I think a derivative of co-working and co-living spaces is ripe for the picking and might be the next segment opportunity .
Groups . Even Marriott reports sluggish growth in group business . While some of the weakness is out of your control , hoteliers need to think outside the box even more and offer groups big and small alternatives to traditional options . Traditional no longer plays as well in any setting and if you stick to business as usual there are disruptors in this space , as well , proactively offering alternatives . Be bolder .
Direct . The OTAs reported weaker Q3 earnings and analysts pointed to Airbnb , other alternatives to hotels and aggressive direct booking tactics as some of the reasons . That had to be music to the industry ’ s ears . Keep it up . The direct booking
Editor In Chief push is working and it also helps build brand awareness as well as accelerate loyalty membership growth . Don ’ t lose the momentum .
Safety . Tragedies like the October shooting in Las Vegas emanating from a casino-resort caused the industry to pause and reconsider its security protocols . Other incidents in hotels are on the rise , as well . Increase your budgets and look at ways that give guests a greater sense of trust . Train harder , too , as more aware staff can sometimes make a huge difference – sometimes life saving .
Data security . Hacking sophistication is growing and requires hoteliers to be ever more diligent about protecting their mountains of data . Put cybersecurity products or services in place to better monitor networks and , again , train employees to detect potential breaches .
Culture . At the end of the day , delivering a product that resonates with consumers is what matters most . The front-line teams serving guests need to be appreciated , continually trained and made to feel like they matter . A positive , inclusive and transparent environment with incentives to excel will make the biggest differences . In 2018 , and every year , if you don ’ t lose sight of the basics of hospitality , much of the rest will follow .
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