INDUSTRY

SPOTLIGHT pushing forinnovation" "We are constantly Results Efficiency and How toensure Rotana Group: SMARTREPORT HOTEL & INNOVATIONS TECHNOLOGIES Brand Leo Hospitality Services CEO, Swisscom

Government ofDubai Government & Commerce Marketing Department ofTourism Classification Department, Director, Hotel Al Marri Majid Sager

No 3 /Middle EastEdition 2010 -2011 Lord Tom Festival City Crowne PlazaDubai Hotel Manager

HOTEL

REPORT INNOVATIONS SMART &TECHNOLOGIES preface CONTENT Every culture is different and special, but the HOTEL Middle East region is unique in that it is a REPORT INNOVATIONS melting pot… as well as being a wonderful SMART &TECHNOLOGIES blend of tradition and modernity. When we were preparing our SMARTreport Middle East Edition, we wanted to reflect this Rotana Group: uniqueness. To this end, we are pleased to How to ensure Efficiency and present a Special Dossier with the Rotana Results "We are constantly Hotel Group, one of the leading hospitality pushing for innovation" On cover: Samir Abi Frem,Corporate Vice President Information management companies in the region. The Leo Majid Sager Tom Brand Al Marri Lord

CEO, Swisscom Director, Hotel Hotel Manager Technology Hospitality Services Classification Department, Crowne Plaza Dubai Department of Tourism Festival City & Commerce Marketing Government of Dubai group leverages its understanding of the INDUSTRY SPOTLIGHT © photo: Rotana No 3 / Middle East Edition 2010 - 2011 culture and communities of the Middle East Group with its strong international experience and 2 Know your Score! Interview with Majid the expertise of an international executive Al Marri, Director, Hotel Classification team. We went to the heart of the Emirates Department, Department of Tourism & - Abu Dhabi - to interview Samir Abi Frem, Commerce Marketing, Government of Dubai Corporate VP of IT for the Rotana Group. We also spoke with Majid Sager Al Marri, 3 The “Hands-On Approach” – Our Key to Success – Interview with Samir Abi Frem, Masha Polshinskaya director of the Department of Tourism and Senior Project Manager - Hospitality Wordwide Corporate Vice President Information Cleverdis Commerce in Dubai to find out about their Technology, Rotana Hotel Management Tel: +33 (0)4 42 77 46 00 improved hotel classification system. The Corporation Ltd [email protected] news will impact a number of regions in 11 Setting the Standard in Hotel Services – the Middle East, including Jordan, and Abu FCS Computer Systems UK Ltd Dhabi. 12 The Swiss(com) Touch – Interview with We've also gathered together a great deal of useful information for hoteliers and Leo Brand, CEO, Swisscom Hospitality suppliers on different complex issues that are currently at stake (Web and Revenue Services Optimisation Solutions, Digital Signage, Integrated Network Solutions, In-Room and 14 Digital Signage – Where Innovation is Green Technologies). the Differentiator – Interview with Steve McCullough, Vice President and General We hope this is only beginning of our Middle East adventures and we invite you to continue Manager, Symon Dacon to discuss the ideas started in the SMARTreport on our web portal www.cleverhotel.org 15 A Global Company with a Local We wish you happy reading and we certainly count on your support for many editions to Viewpoint… – Interview with Joe Rabah, come! Managing Director, Symon Dacon 16 Money Talks – How Deuromedia's infortainment systems optimise investments, keep costs down and offer new opportunites for ROI. March 10-12, 2011 Events Calendar ExpoHoReCa 2011 18 High Tech & Design: VDA, the Italian way www.en.farexpo.ru/horeca – Interview with Alberto Vuan, Executive September 19-22, 2010 Chairman and Managing Director, VDA & Hotel Technology Middle East May 2-5, 2011 Marco Piva, Designer www.hoteltechnologyme.com Arabian Travel Market 20 The Philips mission to make a difference www.arabiantravelmarket.com in hospitality – Interview with Paul October 20-21, 2010 Peeters, CEO, Global BU Hospitality, th 4 Annual Middle East Hospitality Expansion May 17-19, 2011 Philips Congress The Hotel Show www.hotelexpansion.com 21 Responsible Business Applied – www.thehotelshow.com Interview with Tom Lord, Hotel Manager, Crowne Plaza Dubai Festival City 23-24 January, 2011 (Tentative Dates) June, 2011 Inaugural HTNG Middle Eastern Members' Meeting Kingdom Hotel Expansion & Investment Summit 22 “Splendid” Results www.htng.org/events www.kingdomhotelexpansion.com 23 Evolving Distribution Channels, Interview with Keith Povah, VP of Sales International, eRevMax International 24 The Middle East: A Mixed Bag

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www.cleverhotel.org Hotel Innovations & Technologies SMARTreport Middle East / 2010-2011 1

The Hospitality Market

Know your Score! Dubai Hotel Classification System Gets an Upgrade…

Interview with Majid Al Marri, Director, Hotel Classification Department, Department of Tourism & Commerce Marketing, Government of Dubai.

Majid Al Marri complimentary refreshments, DVDs, concerning hotel classification, because a Director, Hotel Classification or something extra than the minimum tourist’s visit to Dubai reflects not on the Department, Department of Tourism & Commerce Marketing, requirement. It will be based on a scoring hotel, but the city itself. Obviously, if we Government of Dubai system and we are also introducing now let the hotels do their own classification, Al-Marri heads up the department criteria for green hotels. they would put themselves on the highest responsible for hotel establishment licensing, standards. If there was a global standard, classification and implementation of hotel Why was there a need for changes? we would adapt ourselves to it, but for the standards and criteria in Dubai. Having been in the role for 10 years, he is well placed Dubai has been rapidly expanding in the moment, there is none, which is why we to tell a four-star property from a five-star hospitality industry. There are currently 550 took it upon ourselves to implement one. from the moment the bellboy opens the properties in Dubai and the current system door. Among his achievements, Al-Marri has succeeded in setting the hotel classification couldn’t support all the diversity so we had How can hoteliers see where they are? bar in Dubai high enough to meet and exceed to upgrade the system. This was done We are upgrading our software to have international standards; making Dubai the through extensive research of all other more services for the hoteliers. They can hospitality hub it is today. major destinations and seeing how hotels log in, see their categories, scoring, how were classified there. the neighbouring hotels are scored, etc. It will be implemented latest by the end of the How will hotels be affected? year. Inspectors will have mobile devices All the hotels will have to implement the whilst on property to electronically record new classification and there will be a scoring. With the online classification Can you tell us about the new changes period where everyone would have to applications, classification reports for to the hotel classification system? follow the new criteria. We will deal with all properties will be accessible at any We will be introducing them at the end each property separately, to see what time. Hoteliers can also pay online for the of this year. We will be adding new kinds of things they can implement or not. verification. We will also have an extended types of classifications, such as for hotel We will be helping each other. and improved accommodation search apartments, guesthouse, and business tool on www.dubaitourism.ae to allow hotels. We are also introducing new What do you say to the hoteliers who users to search by area, by category, by accolades for 5 star hotels, which will are saying that the new criteria are not single / multiple designators etc. Listing be silver, gold, and platinum with which needed? will also be available in a guide and we are we will recognize and award exceptional We started the classification in 1998 exploring options of print, electronic copy properties. An example of criteria for to make sure that the tourists in Dubai online, CD etc. these exceptional accolades would be would be treated to one same standard

2 Hotel Innovations & Technologies SMARTreport Middle East / 2010-2011 The “Hands-On Approach” – Our Key to Success Rotana Group Ensures Close Contact Between Group and Local Management to Ensure Efficiency and… Results!

With around 70 hotels under management or in the pipeline, the Rotana Group, based in the UAE, is currently the biggest in the region, and is expanding rapidly. Cleverdis Editor in Chief Richard Barnes met with Samir Abi Frem, Corporate Vice-President of Information Technology for the group…

Who are your clients? And what about the business travellers? What brings them back to your hotels? Can we talk about “wow-factor”? Rotana caters to both business and leisure travellers and the percentage varies depending on the property, location and destination. In today’s busy, pressured world, time is our most precious commodity. At Rotana, we have chosen to acknowledge this fact by embracing the challenge of making all time spent with us, Treasured Time. This means that we pledge Samir Abi Frem to understand and meet the individual Corporate Vice President needs of all who we deal with, specifically Information Technology the business traveller. Apart from offering Rotana Hotel Management state-of-the-art rooms with sophisticated Corporation Ltd meeting facilities and a personalised service Mr. Samir Abi Frem is the Corporate VP-Information Technology (Rotana) where he is responsible for that focus on the needs and requirements developing project plans to implement various of business travellers, we offer a specialist hospitality software and hardware to the Hotels. He travel service which includes flights, car performs IT Standard reviews against the company’s standards and international norms of IT Systems hire, accommodation, passport and visa security to ensure that IT Operations are performing arrangements. These can be tailor made to at the highest level of efficiency and security. include transfers, conference facilities and incentive programmes.

www.cleverhotel.org Hotel Innovations & Technologies SMARTreport Middle East / 2010-2011 3 The Hospitality Market

Our “Club Rotana” Executive floors offer a visitors and ultimately ensure a level of Technology is an essential part of the private and express check-in and check- quality performance from all the emirate's industry evolution and many new trends out, private lounge offering breakfast and accommodation providers in line with the have emerged based on the customer afternoon cocktails, a library, meeting development of a world-class destination. needs and expectations. However, it is facilities and a state-of-the-art business All in all, this project has only affected important to note that the purpose of centre complete with secretarial services Rotana positively. As rightly mentioned by investing in technology is to bring added with multi lingual employees, laptops, high- His Excellency Mubarak Al Muhairi, Director services to the guest and enhance his speed Internet connectivity and Wi-Fi, IT General ADTA "This is a major step forward experience. This can only be achieved if butler, express newspaper delivered to the in the delivery of destination integrity”, and hotels are responding to guest needs and room with the hot business news. Finally, we strongly believe in this. not to the latest technology available in the our guest comment is online survey, which market. Just a quick list of emerging trends we send to our business travellers after What are the main innovations you're that we are looking to adopt demonstrates leaving the properties. seeing in the field today? What is our guests’ expectations: MP3 players, important for Rotana in terms of digital cameras, and other devices can How are Rotana conforming to the new technology in your hotels? What are the connect to in-room A/V devices for listening hotel classification standards imposed real expectations of the hotel guest? and viewing experience that creates a by Abu Dhabi and Dubai? (And other In this day and age the ability to be dynamic home away from home. One accessible, Middle East countries?) and adapt to a changing environment is the universal adapter enables guests to easily With the Emirate's growing hospitality only means of survival and an entity that plug in any mobile device. New docking sector, this initiative was essential and will cannot adapt fast enough will become devices accommodate Smartphone and certainly elevate the standards within the obsolete immediately. We are constantly Pocket PC phone devices, offering direct Emirates of Abu Dhabi and Dubai. The pushing for innovation and development in access to the hotel system. system has been benchmarked against all the departments and we strongly believe well-known global destinations and we in meeting the guest’s evolving needs. This How are you dealing with distribution strongly believe that this will provide much- requires keeping the hotel owners aware issues? How do you brand your needed consistency to tour operators of the continuous need for renovation on website? How do you assess the online selling the destination, successfully all levels in order to ensure the guest’s performance and your campaign’s manage the expectations of our respected expectations are exceeded. success?

4 Hotel Innovations & Technologies SMARTreport Middle East / 2010-2011 © Photo: Park Rotana - Abu Dhabi © Photo: Rimal Rotana - Dubai

We place great emphasis on the growing Where is Rotana in terms of hosting and provide the email system, the intranet, and market represented in the IDS (Internet cloud computing? How is Rotana doing we are developing an application that we Distribution Systems), Web Offline, GDS their PMS? will be providing as a service for our guests. (Global Distribution Systems), Voice Call For us, there are two different sides. One In the hospitality sector, we don’t really Centres and Rotana Online. The growth is to centralise our many applications. find players, especially in this region, that of the online bookings is an extremely Three or four years ago, we centralised provide these applications as a service. We important trend, which will inevitably replace all our Dubai hotels’ PMS in one data are starting to see this a little bit in CRM, the more conventional centre. There was a lot of and we are working with a company in methods of revenue "The growth of the resistance at the start from developing this. With the growth of our generating communication the hoteliers. Today, we company, and the change in infrastructure, and interaction with our online bookings are building up the service it’s important that we change and adapt to guests and we are focusing is an extremely in Abu Dhabi. We have a the times. a lot on this matter. We are important trend... disaster recovery site in one currently working on the of hotels in case of system In what ways do you innovate when it revamp of our branded and we are focusing failure or other problems. comes to security? How do you keep website in order to integrate a lot on this matter. We manage the data your properties safe (data security)? each of the sub brands, in centre ourselves. Today, no Security today falls under the responsibility line with the company's When it comes to third party organisation in of the IT department, as systems are IP- development, while using internal security the Middle East is capable based, whereas before it was a function of the most modern up to for our data, of providing PMS as an the engineering department. In this region, date technology and external service. We use and especially in Abu Dhabi, the government maintaining high ranking this is becoming Micros Fidelio, and while is enforcing a very high standard on CCTV, as part of the Search important." they do this kind of service and every camera location has to be Engine Optimisation. The in Europe, it doesn’t exist approved by the ministry. Between last year assessment of the online performance is here. We’re looking at adding extra services and this year, they doubled the requirement. done through the analytical reports that we for the hotels, but this is complex, as we Dubai was ahead of Abu Dhabi, so when get and of course through the generated have to look at the agreements we have Abu Dhabi made a spec, they made it very figures from each campaign. with each of the owners. We already high. HDTV is a minimum requirement, and

www.cleverhotel.org Hotel Innovations & Technologies SMARTreport Middle East / 2010-2011 5 The Hospitality Market

© Photo: Al Murooj Rotana - Dubai "We have always protected data from outside attacks, but we didn’t worry so much about internal threats, but this is changing now, and by September, we will have chosen a solution."

all the systems are linked to the ministry Express check out, View Bill, Read matter has been adopted by management of the interior. They can look at CCTV in Messages from TV, Internet on TV, companies, who are enforcing green any hotel and access the data at any time. IP Telephone and XML application, standards into their minimum brand Hotels thus have to invest a lot in CCTV. Automated wakeup call from phone or TV, specifications. Rotana is on the path Also, when it comes to internal security for iPod player and so on. These are driven of implementing energy management our data, this is becoming important. We by customer needs and expectations and technology across all new developments have always protected data from outside of course market development and we are as a start and then the existing properties. attacks, but we didn’t worry so much about constantly working towards meeting those internal threats, but this is changing now, requirements. Usually people on business How is the internal “Internet portal” and by September, we will have chosen trips benefit more from “in room” technology evolving? a solution in between Symantec, McAfee due to their business requirements and in We are installing a much more interactive and so on. We need to be able to control order to stay connected, while individuals portal that gives promotions from the hotels, the access of files, to have various levels are more interested in quality of service & you can see your bills and messages, and of security for different kinds of data. We food and they like to be away from daily you can access this portal even if you are will want to know who is accessing a file, hassles. outside at a meeting. A Spanish marketing copying a file, printing a file, emailing a file and advertising company, with offices in and so on. It’s important that we protect What about making hotels more Dubai is assisting us with the development our data more efficiently. Of course we are efficient? What are the key elements? of this interactive portal, and they are PCI compliant in terms of the storage of The main key elements is to integrate our also developing commercial content for credit card details, but there are many other guests’ devices with existing in-room hotel our digital signage systems. Their job is threats that have to be considered. systems to create a better guest experience also to find the clients. They are currently and to integrate all the guest room systems developing a digital signage system based Please tell us about your IP networks with the property management system in on facial recognition, wherein, based on and the in-room entertainment in your order to personalise the room as per the your age -- which is detected from your hotels. How important is technology guest preferences. face -- the system selects a package to to guests, and why? What kinds of suit you and displays the advertisement technologies are important to them? Do you use energy management on the screens. We plan to launch this We do have plenty of in-room technology technology? What about the green concept by September. Digital signage is systems across our properties such legislation in the Middle East? being increasingly used in hotels, and since as video-on-demand, wireless access, Sustainability is the future and is certainly last year it has become our brand standard Interactive TV, high-definition television, a USP for the hotel once operating. This that all hotels should have digital signage.

6 Hotel Innovations & Technologies SMARTreport Middle East / 2010-2011 © Photo: BurJuman Arjaan by Rotana - Dubai

"Technology is an essential part of the industry evolution... However, it is important to note that the purpose of investing in technology is to bring added services to the guest and enhance his experience".

www.cleverhotel.org Hotel Innovations & Technologies SMARTreport Middle East / 2010-2011 7 The Hospitality Market

© Photo: Arjaan by Rotana - Dubai Media City

In Dubai, in a way, it is forced by the ministry brands however. If an owner is interested which is more for long-term visitors, we also that the hotel should communicate certain in a Rotana hotel property, he has certain have in mind the fact that these guests are messages in the lobby using a system such expectations. If he is interested in a Centro long stayers. We provide connectivity so as this. It helps us provide property, he will have that the guest can use his own devices. We the right information to the "Once we start different expectations and a have Teleadapt multi-connectors, which guest very quickly, and is the advertising different budget. This is why keeps the clients happy. We don’t invest in infinitely more efficient than we have had to differentiate VoD in these properties, as people prefer to paper systems. Systems experiment, between the two brands. use their own devices and content. are linked to the PMS, so we will see if We cannot put all the that company names and technology in a Centro that Rotana has a strong background in In- logos can be placed on it’s possible to we have in a Rotana hotel. Room technologies… Just how far back meeting rooms at the right generate some In Rotana, we invest more does it go? times. Once we start the revenue in more in the infrastructure, so that Even six years ago, we were the first hotel advertising experiment, we we can guarantee 99.99% chain to use IP telephony on a converged will see if it’s possible to concrete terms." uptime for all systems. network. We had a vision even back in generate some revenue in In Centro, we reduce the 2004 that this would be the future, so all more concrete terms. redundancy so we can save a bit on the new builds had this spec. More than 20 investment. When it comes to guest usage, hotels have been completed with this Rotana Group has several sub-brands. the Rotana brand has IPTV, IP telephony, converged technology now, and we have How does the technology differ between the telephone has a big screen. In Centro, initiated a Quality Management System them? we have IP telephony, but on a standard, with a Malaysian company called FCS In terms of infrastructure, we ensure that all cordless phone. The rooms are smaller in based on these networks. For some time our hotels are using the latest in future proof Centro, so we only have one phone, while in now, we have also been providing a TV technologies. We differentiate between the Rotana there are two. For the Arjaan brand, channel with live updates of airport arrivals

8 Hotel Innovations & Technologies SMARTreport Middle East / 2010-2011 © Photo: Centro Yas Island - Abu Dhabi and departures, and this is getting excellent feedback. It can be done even without an interactive TV system. What we have found in the past six years, as we had been investing a lot in the telephones with big screens, is that people do not find this as useful as having the same information provided via the TV, so today we are heading more in that direction. In fact, three years ago, we did some studies on the usage of the functionalities of IP phones. In one of our hotels there was an XML application that had email, streaming from different feeds like CNN and so on, and the highest usage was for email. People were sending emails from the phone, because it was easy. The rest was really minor… hardly anything. Providing these functionalities on the TV is a better choice. Our systems are future-proof as they are “triple-play”, so for us it is easy to shift our strategy. You still need to have a phone, but we will not be having any more strategic development on the phone. Instead we will be developing more quality content and functionality for the TV, including such things as Skype on TV, as by the end of the year, Voice over IP should be allowed here. Also, as bandwidth gets bigger and bigger, we may be able to stream video over Wi-Fi, so everything will change in that respect.

Do you try to calculate ROI on all your systems? No. Today, we implement technology to bring additional revenue or to support hotel revenue but in the end not all technology we implement can have a clear ROI. If I have a Wi-Fi system, I am charging for the Internet so I can bring revenue and that’s no question. But if I provide the same network at no charge to the guest, the added value is on enhancing the guest experience, and this is not something tangible. This is where there is always a challenge in investing in technology, because it is not possible to build a clear ROI study on each case. By staff using PDA devices linked to the system, we can calculate how much more efficient they are, but it is never black and white.

www.cleverhotel.org Hotel Innovations & Technologies SMARTreport Middle East / 2010-2011 9 The Hospitality Market

© Photo: Rimal Rotana - Dubai © Photo: Al Murooj Rotana - Dubai © Photo: Al Rawda Arjaan by Rotana - Abu Dhabi

How do you keep managers abreast Furthermore, I conduct an extensive half The Rotana brand is driven by passion, of the times in terms of technological a day session during the annual General personal warmth, and the delivery of developments? Managers meeting during which I consistent quality standards, combined At a hotel level, we conduct monthly update them about the technology and with a keen understanding of regional meetings during which the IT Directors our company’s strategy for the future. markets, commitment to research, and share the new technology that is We still have a manageable portfolio significant investment in systems and deployed in the hotel and that is available of properties, which allows me to visit people. Development of the brand is in the market. This is part of our common each General Manager and discuss the rigorously planned and meticulously practice. various projects with them during my bi- managed across all operations - From corporate office, we issue a monthly annual field visit. It is also important to simultaneously evoking confidence and internal IT newsletter to all team members, mention that there is IT Director in each trust among property owners, and creating which features the latest technological of our hotels, which we strongly believe satisfying experiences for corporate and developments within the company and is a very important role. leisure travellers alike. the market. As for the General Managers, In most of the hotel chain, the IT Our product offering is exceptionally I personally communicate the information functionalities are outsourced but strong. Our properties are in the right to them on a regular basis and keep this is not our case at Rotana. In our locations and our level of service, much them updated on all developments. group, we believe that a person with IT sought after. Don’t forget we are focused knowledge brings a lot to the hotel and solely on the Middle East and North Africa; its operation. This is why we look for we know the region better than anyone. About Rotana people who are more business oriented. We have gradually reached the hearts of Rotana currently manages a portfolio of over For the past 5 or 6 years, we have our customers and the desired market 70 properties throughout the Middle East with placed a lot of emphasis on technology recognition and our repeat guests are a an aggressive expansion plan in place. Rotana and all our IT people have an important major proof of that. Guests know what has chosen to acknowledge how precious time is by making all time spent in their range of input in its development. Our team to expect when staying at any of our hotels ‘Treasured Time’. This means Rotana has does not implement corporate office properties and this is very important pledged to understand and meet the individual instructions but they have a crucial role for us to maintain; international quality needs of all guests. In so doing, Rotana has evolved its product brands to include Rotana to bringing new ideas and practices to standards complemented with traditional Hotels & Resorts, Centro Hotels by Rotana, our company IT standards. I work very Arabic Hospitality. We worked hard to Rayhaan Hotels & Resorts by Rotana and Arjaan closely with each of my team members gain the trust of our customers in such Hotel Apartments by Rotana. . and ensure empowering them to take a competitive region where most of the CONTACT responsibilities, which makes them International chains were here 2 or 3 Amal Harb really excited and proud or their job and decades before we came in. Corporate Vice President - Marketing gives them a great working spirit. Rotana Hotel Management Corporation Ltd Further information on any Rotana property, P.O. Box 43500 Abu Dhabi U.A.E T: 00 971 (0) 2 6444412 What is the key argument you use its brands or reservations can be obtained F: 00 971 (0) 2 6444413 in winning-over new owners to the by visiting rotana.com or by contacting [email protected] Rotana Group? one of the regional sales offices.

10 Hotel Innovations & Technologies SMARTreport Middle East / 2010-2011 The FCS Directory Page SMARTreport commercial content on cleverhotel.org

Setting the Standard in Hotel Services Meet the New Guest Service and Operations Dispatch Management Solution!

For hoteliers today, there is a myriad of software to do multiple simple tasks. We spoke with Eric Rogers, Regional Head EMEA at FCS Computer Systems UK Ltd, on what FCS does to help hoteliers satisfy their guests through the delivery of efficient services.

What is FCS e-Connect? to a driver for an airport guest pick-up. Our posting, Auto-Wake Up Call, and more, the FCS e-Connect is an incredibly intuitive product helps reduce the operation costs Engineering and Preventive Maintenance Web-based solution. It is known as a by half for a service delivery. It also reduces System (e-Engineering), and our Dynamic IP comprehensive Guest Service & Operations resource costs in Call Centers by centralizing Phone Application (i-Services) is certified by Job Dispatch Management Solution with call agents from different departments to a many leading IP phone manufacturers. unique functionalities for the Hotel, Resorts, single 24/7 service. and Gaming Industry. FCS e-Connect delivers About FCS FCS Computer Systems was founded in 1982 and a highly efficient framework for workflows and What has the feedback has become a leading hospitality software company job dispatch management, with job tracking been from hoteliers? with over 17 offices worldwide providing solutions to more than 3,500 hotels and installed over 4,000 statistics for dynamic reporting on the Hotel’s Around 90% of the five- and six-star hotels unique blends of "Technology to Serve Your Guest" operation in servicing their Guest and Inter- in the Asia-Pacific region have chosen FCS (TSYG) software solutions in over 32 countries. For department counterparts. It automates Guest solutions with continuous growth to EMEA more information, please visit: www.fcscs.com and Inter-department request process to and North America. These customers around CONTACT ensure such requests are performed on time the world use a wide range of our solutions, Eric Rogers Regional Head EMEA and correctly. The system also has customized such as our Interface and billing system FCS Computer Systems UK Ltd reporting that can be pre-scheduled or Ad (FCS UBIS) that connects with the PMS and General +44.870.770.7928 Hoc showing operations success or failure PABX, Voicemail system (FCS WinVoice) [email protected] on a daily, weekly, monthly or annual basis. that allows Room Status update, Mini Bar Features include: Comprehensive Call Centre functions; Real Time Guest Information for personalized greetings; Multiple Dispatching of guest requests simultaneously; Ad Hoc Messaging for group alerts; Multilingual; Inter-department Job Request Management; Multi-property System; Seamless Integration with many PMS via FCS Universal Interface System (UIS); supports over 30 different types of handheld devices; and two-way Interface Communication for job status updates.

What are the benefits for hoteliers? FCS e-Connect manages guest requests and also Inter-department job requests. For example, housekeeping can request a job for engineering to fix a light bulb in a room and front office can send a request Source: FCS Source:

www.cleverhotel.org Hotel Innovations & Technologies SMARTreport Middle East / 2010-2011 11 Solution Providers SMARTreport commercial content

The Swiss(com) Touch “Hoteliers turn to us to impress their guests but also to optimize their operational cost” Swisscom is a leading telecommunications provider that Leo Brand specialises in Enterprise Solutions for the global hospitality sector. CEO, Swisscom Hospitality Services They combine the profile of a technology innovator – a reputable Leo Brand is the CEO of Swisscom Hospitality Services. He started at Swisscom with the takeover company with 150 years of market experience, extensive research of Megabeam in 2002. He has held various positions and development resources – with a clear focus on hospitality. We at Swisscom Eurospot, first as Managing Director for the Benelux countries, then as Head of the European asked their CEO, Leo Brand, to tell us more about their specific Business Units. Leo has been the Head of Sales offering in the hotel sector… responsible for the EMEA area (Europe, Middle East, Africa) since the beginning of 2007. He was formerly an adviser to Adcore Strategy Ltd and to A. T. Kearney Management Consultants and has worked for KLM Royal Dutch Airlines in different commercial positions.

hoteliers reliability and financial stability. only in terms of cost and efficiency but These are essential qualities for hoteliers also when it comes to keeping pace with deciding about their future technology. the ever faster evolution of technology and © Photos: Swisscom With Swisscom, they have a solid partner guest expectations. to build their network infrastructure... and manage all components one-stop. Then how can hoteliers differentiate through technology? What are the main drivers for hotels to Hotels that do take advantage of IP choose your solutions? convergent technologies can easily In this highly competitive marketplace, occupy a first-mover position and reap the branding and service differentiation are benefits. A good example is Dutch hotel two central elements that are reflected in chain CitizenM, a budget brand that has our continuous product development. At won numerous industry awards and that the same time, more and more hoteliers we service as a technology partner and Our suite of hotel services draws on turn to us to optimize the cost of running a network manager. One of its keys to Swisscom’s experience as a residential their business. Can I have one party to success lies in the cost-efficiency of its IT service provider in Switzerland and Italy, manage all my bandwidth needs property- backbone which combines multiple guest where we provide more than 300,000 wide including my back-office? Which services – door locks, room controls, households with “triple play” solutions, applications do I really need to keep IPTV, music and entertainment, the phone and has been completely adapted to the on property, and which ones can be system – into one converged infrastructure. needs of hoteliers and their guests. The moved off-site? How many applications result is a truly innovative offering, based can I merge into one infrastructure to How does the guest benefit from such on IP convergent technology that enables get rid of multiple cabling, unnecessary an integrated network setup? hoteliers to reduce their operational cost interfaces and separate maintenance A converged network that embeds a wide while upgrading their guest services. schemes? Today’s status of un-integrated variety of applications allows hoteliers to Beyond cutting-edge technology and applications in most hotels creates a major reuse customer information in a different unique client proximity, Swisscom offers headache for owners and operators, not context, to personalize the service delivery

12 Hotel Innovations & Technologies SMARTreport Middle East / 2010-2011 ConnectedHotel TV comes with a flash-based interactive user interface The Swisscom Directory Page on cleverhotel.org

and provide a consistent guest experience. What a pleasant surprise for guests to find their preferences from a previous stay reflected in the room settings and TV channel line-up! Moreover, the seamless interfacing of applications opens up a range of opportunities for hoteliers to design innovative service offerings. At CitizenM Glasgow, for example, guests have one single handheld device – a Philips mood Departing from a site survey and an pad –, through which they can program What makes Swisscom stand out from analysis of the hotel’s application needs, everything from the in room mood lighting its competitors? we propose a customized roadmap to IP and music to live-TV and the free movies- Swisscom offers the most qualified IP convergence, and we can illustrate the on-demand, alarm clock, window shades, experienced staff and the best professional bottom-line benefits for such an approach. heating and air conditioning. And logically, toolset. Employing IBM Tivoli, which we Once the hotel has agreed with us on the Swisscom manages not only the hotel’s have adapted to hotel-specific needs, we roadmap, we can manage it on behalf of IP infrastructure but also the mood pad in are the only hotel industry provider offering the hotel. every guest room. an enterprise-grade solution to manage Please note that we can also manage all hotel networks. We are now in a position legacy networks in the hotel. This puts Can you explain Swisscom’s network to monitor hundreds of IP applications and us in a position to continuously optimize offering in a few sentences? many thousand IP devices that are used the existing applications environment and Our network services offering includes by either the guests or the hotel, through suggest upgrades or new products to help consulting, network build and system one single platform that offers the client's the hotel save money. integration as well network management. requested service levels.

About Swisscom © Photo: Swisscom Save up to 25% with Swisscom Hospitality Services Swisscom Hospitality Services is a leader ConnectedHotel TV in converged technology solutions for the This is the first all-in-one hospitality solution global hospitality industry. We provide clients with integrated cost effective communication that delivers interactive High Definition solutions whilst meeting their guests’ unique television, Video-on-Demand, complete service needs. Through the hotel networks wired and wireless Internet connectivity that we manage, we deliver premium guest through one converged network and one services such as IPTV, HSIA, branded portals, business center and conference solutions, TV without a Set-top box. Hoteliers can and we support 3rd party applications to run keep guest rooms free of unnecessary on the same networks. Swisscom services hardware and benefit from a single some 2,300 partner locations across Europe, Middle East and Africa, as well as North operator who manages the service all America. the way from the movie server to the TV screen. ConnectedHotel TV allows hotels, CONTACT regardless of their network infrastructure Swisscom Hospitality Services Touradj Farahani – be it Coax, Ethernet or telephone cable, Twin Towers to “plug” into the world of IP television P.O Box 4404, Dubai, UAE and web-based services. Compared to Phone: +971 50 9266970 E-mail: [email protected] conventional HD IPTV solutions, they can www.swisscom.com/hospitality save up to 25% on their CAPEX during the acquisition and installation of the system and their OPEX thanks to lower maintenance cost and energy consumption by running just on one device in the room.

www.cleverhotel.org Hotel Innovations & Technologies SMARTreport Middle East / 2010-2011 13 Solution Providers SMARTreport commercial content

Digital Signage – Where Innovation is the Differentiator Symon Dacon Brings New Ideas and Technical Solutions to the Middle East Market

With 30 years’ experience in data integration and the display of dynamic content based on sophisticated logic, Symon Dacon is ideally positioned to deliver "Clever Signage" across numerous marketplaces. They’ve now been bringing these “smart” ideas to the Middle East for a little over a year, so we thought it timely to ask VP and GM Steve McCullough how business has been progressing in the region…

The Symon brand and solution have been very well received. Our local presence has strengthened our position in the Middle East as has our partnerships with some Steve McCullough About Symon of the premier systems integrators in the Vice President and General Manager Symon Communications is a leading global provider region. This has allowed us to compete for Symon Dacon of award-winning visual communications solutions. strongly and support our customers well. Symon’s advantage lies within its operating model, Steve McCullough is the Vice President and which offers a single point of accountability for all General Manager for Symon Dacon, the European visual communication implementations along with a The Middle East is home to some of Subsidiary of Symon Communications. His state-of-the-art, fully-integrated and proven content team is responsible for sales, marketing, visual the world’s most luxurious hotels; as management system. communications and client services for Europe, such they have very high standards and Middle East and Africa. expectations. It has been great to have Joe Rabah and his team at hand to meet their needs and provide the support they require.

14 Hotel Innovations & Technologies SMARTreport Middle East / 2010-2011 The Symon Dacon Directory Page SMARTreport commercial content on cleverhotel.org

Can you tell us about any have been exorbitant which is why the new Symon products adoption of 3D digital signage is still in (such as your 3D solution) its infancy. LiveView, however, allows our © Photo: Symon Dacon and how it benefits hotels clients to use everyday 2D production in the Middle East? techniques to create three-dimensional Well, I’m glad you mentioned imagery that is both eye catching and our new 3D kiosk product, engaging. In the Middle East, our hotel LiveView, because we are clients are very focused on creating exciting very excited about it and and one-of-a-kind guest experiences such believe that our hospitality as 3D. LiveView is an interesting aspect for clients, especially in the hotels to add to digital signage as they can Middle East, will see it use it as a virtual concierge or have the as a great benefit to their hotel General Manager informing guests digital signage ecosystem. Because of of check-in procedures, hotel services and Hollywood movies like “Avatar” and “Toy local attractions. This in turn can improve Story 3”, most consumers are very aware staff efficiency, added value to the service of the eye-catching appeal of 3D imagery, provision and create a powerful and unique but to date, the content production costs means of interacting with guests.

A Global Company with a Local Viewpoint…

As mentioned in our previous article, it’s just a year since Symon Dacon started making a push into digital signage in the hospitality industry in the Middle East. We caught up with Joe Rabah, Managing Director of the Middle East operation for a progress report.

We have seen an upsurge in the hospitality communications, self-service, conference digital signage market over the past few areas and in-room, from one centralised months, particularly in Dubai and Abu system. The fact that we have an office in Dhabi where we have acquired a number Dubai and can provide our customers with Joe Rabah of new accounts with more in the pipeline. local support has also been very attractive Managing Director We have recently won deals with a number to hotels. A number of local hotels have Joe Rabah is the Managing Director of Symon of major hotel brands including our first been replacing their existing digital signage Dacon Middle East. He is responsible for all pre- major win with iBAHN in the region. The solutions with Symon, primarily due to sales, sales, marketing, installation and support main thing that seems to be attracting our competitive replacement option and services for the Middle East operations. He has more than 15 years of software and information hotels to the Symon solution is our turnkey networked capabilities. This is due to the technology experience. approach. In other words, hardware, central management of screens, which software, creative content, installation means reduced ongoing costs. With and support, multiple end-points – LCDs, other systems, if you wish to expand the CONTACT Joe Rabah - Symon Dacon, ltd. interactive kiosks, mobile, 3D and so on, system and screens you also have to add Dubai Internet City - P.O. Box 500 386 all networked. You have multiple screens servers, whereas with Symon, it’s one Building 9, Suite 218 - Dubai, UAE managed from one central system, used not central system. We expect this upsurge to +971 (4) 434-7580 [email protected] just for public signage, but also corporate continue in the upcoming months.

www.cleverhotel.org Hotel Innovations & Technologies SMARTreport Middle East / 2010-2011 15 Solution Providers SMARTreport commercial content

Money Talks How Deuromedia's infortainment systems optimise investments, keep costs down and offer new opportunites for ROI.

The hotel industry has a challenging situation in terms of room occupancy and room rates. At the same time, analogue and standard definition (SD) TV channels are going out of service. The consumer industry is driving innovation and setting higher and higher expectations regarding Full High Definition (HD) systems. To close this gap between small budgets and necessary investments, new ways of thinking are required - Deuromedia is ready to deliver.

Optimise your Investment of choice when it comes to the selection of only half of one rack”, says Markus Hiebeler For any investment in in-room infotainment hardware that is appropriate for the hotel (CEO at Deuromedia). “For installations systems the TV sets, servers, etc. (e.g. category and available budget. “For one of ranging from 30 to 500 TV sets, typically hardware) are a major cost driver. As a our installations in 2009 (more than 3,500 only one server at all is required”, Hiebeler software company, Deuromedia has the TV sets), our customer reserved three full remarks. Deuromedia’s key to success is flexibility to provide customers with freedom racks for our servers. We actually needed the virtualisation of services, which provides © Photo: Deuromedia

16 Hotel Innovations & Technologies SMARTreport Middle East / 2010-2011 The Deuromedia Directory Page on cleverhotel.org

customers significant savings on hardware Deuromedia Infotainment Platform On top of the reduced investment in investments. “When I heard Nick Price (CIO/ provides full support for high definition hardware needed, the Deuromedia CTO of Mandarin Oriental Hotel Group) at signals from any digital source and ensures solution provides for a sample hotel with the last HTNG event in Orlando discussing through its digital IP-based communication 150 rooms an energy cost saving potential with the audience that he could save more that your investment is protected against of more than EUR 30,000 over 5 years due than USD 400.000 per hotel over 5 years by whatever the future might bring. The to fewer servers, less air condition for the reducing his technology to one server rack, modular design and architecture of the server room, in-room energy consumption it confirmed for us that our virtualisation solution provides Deuromedia’s customers optimization, etc. of services is setting the benchmark in the flexibility to focus on the services that the hotel industry”, Hiebeler explains. The they need and their budget allows. As their Multimedia Interface for build-in cost saver of IP-based solutions, to needs change over time, the seamless direct Promotion and Sales run all services (TV, Radio, Internet, Video adding of additional features and services to your Guests on Demand, Telephony, etc.) through one truly defines this solution as a future-proof Only a few hotels have started yet to really cable, further adds to the optimisation of an investment. use their TV sets as a way to inform their investment with the Deuromedia solution. guests about the various hotel services Save on Costs offered. Hotels can communicate, promote Protect your Investment “Green IT” is on everyone’s lips now and sell their services with the flexible With analogue TV channels in standard more than ever. The protection of the opportunities provided by the Deuromedia definition going out of service, investments environment is one point. Even more in Infotainment Platform. This just adds to into this outdated technology put focus are the savings on energy costs the personal interaction by hotel staff your complete investment at risk. The bringing a relief to the operational budget. members to improve guest satisfaction. In addition to this communication and promotion, the flexible pricing, packaging and bundling functionality of the Deuromedia system provides significant improvements for cross- and up-selling opportunities. Put together a visit to the spa area, a gala dinner for two and a guided tour into one package and sell it for a bundled price. The opportunities are only limited by your own creativity and the results speak for themselves.

About Deuromedia Deuromedia is one of the world’s leading providers of IP-based Infotainment Solutions for the hospitality market. Our proven IP-based end-to- end solution combines state-of-the-art technology services with traditional hotel services to maximize your cross- and up-selling opportunities. To find out how you can benefit from our services, please do not hesitate to contact us or see us on www.deuromedia.com/YouTube

CONTACT Barichgasse 40-42 A - 1030 Vienna Tel: +43 (0)1 698 6442 0 [email protected] • www.deuromedia.com

www.cleverhotel.org Hotel Innovations & Technologies SMARTreport Middle East / 2010-2011 17 mpgdstudio .com

COMPLEXITY RESOLVED

Use your free mobile phone barcode Integrated Glassware Hotel RMS Concept by Alberto Vuan reader app to visit our website Designed by Marco Piva • Control switches made from glass & light Engineered by VDA • BUS driven and free topology Plug&Play devices Designed and produced in Italy • “LED lights ready” integrated dimming technology • Exclusive ECO switch feature • Intelligent backlight system (proximity auto-sensing) • Advanced Touch Technology BUILDING CONTROL • iPOD© - like dimming Control www.ivitrum.com • Seamless IP integration with PowerTV iTV & IPTV system www.vdavda.com

18 Hotel Innovations & Technologies SMARTreport Middle East / 2010-2011

cleverdis.indd 3 8-03-2010 12:47:03 The VDA Directory Page SMARTreport commercial content on cleverhotel.org

High Tech & Design: VDA, the Italian way Exclusive Interview with VDA President, Alberto Vuan Cleverdis recently visited VDA’s headquarters near Venice and were lucky to meet with Alberto Vuan, the company’s Executive Chairman & Managing Director. We asked Mr Vuan about some of the core products and services being developed at the moment… Alberto Vuan Executive Chairman and Managing Director In the past two years we have been developing already use our room management systems. Alberto Vuan is the Executive Chairman or revisiting the existing technology of room Hotels are putting more emphasis on design and Managing Director of VDA Multimedia. management systems… the visible part of the and creating atmosphere and emotions. After joining his father’s company, VDA Elettronica, he established VDA Multimedia, technology used by the guest in the room. Glass is the new material. It was not easy which specialises in TV entertainment and The Vitrum product line, our new generation to industrialise this product, but the result is infotainment systems in hospitality. of control devices for the hotel rooms and the interesting. So to say that the Micromanager Marco Piva residential buildings was created. It’s quite an room management system together with Designer interesting product line, because you have Vitrum, is today one of the most flexible and The Studio Marco Piva, founded by total customisation in terms of colours. We powerful integrated automation systems for renowned designer Marco Piva in 1984, have white, black, grey or silver and can be the hospitality business. develops various projects from hotels to urban sceneries. The thorough research customised to the architect’s request. into receptive structures, the formal and Hoteliers are becoming much more functional characteristics of the space, How did you get the idea to branch into concerned about energy consumption… technology and materials, developed with accurate attention for the environment, are this kind of “artistic” venture? this must help you sell your products… the basic elements for the planning and Because we wanted to make technology more Yes, because Vitrum technology has a dimmer design philosophy of the Studio. pleasant for the user. We called a very famous embedded not just a switch and this is architect in the hospitality sector in Italy – perfectly compatible with the latest generation About VDA Marco Piva – and we designed this product of LED lights. We are working with Philips on VDA is a worldwide organisation with line together. What is interesting with Vitrum this and are also proposing “re-lamping”: an over twenty years of experience in the hospitality industry. They have developed an is that everybody likes it. We have developed energy scan and a proposition to replace the enviable reputation for product innovation, two different standards, the so-called British existing lights with new-generation lights, technological excellence and quality of standard, which is a square shape, and the offering financial services if they cannot afford service. Over two decades their organisation has expanded in Europe and the Middle East. European standard, which is rectangular. We to pay up-front. The cost is covered by ROI did this in such a way that it was possible to be generally less than two years, and the lamp CONTACT backward compatible with all the hotels that life is much longer. Headquarters: VDA Multimedia spa Tel: +39 0434516111 [email protected] www.vdavda.com • www.ivitrum.com

VDA Middle East FZ LLC Dubai United Arab Emirates Tel. +971.4.3914416 © Photo: VDA

www.cleverhotel.org Hotel Innovations & Technologies SMARTreport Middle East / 2010-2011 19 Solution Providers SMARTreport commercial content

The Philips mission to make a difference in hospitality Exclusive Interview with Paul Peeters Senior VP & CEO Global BU Hospitality – Philips Paul Peeters Since the beginning of 2009, Paul Peeters has been responsible for CEO Philips’ global Hospitality business, marketing in-room entertainment Global BU Hospitality and lighting solutions for hotels. Cleverdis met Mr Peeters at the Philips Paul Peeters was appointed CEO of the global business unit HQ in Eindhoven and asked him to tell us more about the company’s Hospitality within Philips Lighting vision in hospitality… on January 1 2009, taking on responsibility for Philips’ activities in The hotel industry is rapidly adopting LED hotel room… with an end-to-end offering the hospitality segment, including in-room TV entertainment systems as technology, arguably faster than the consumer of enriched content, a combination of well as lighting solutions for hotels. market. Hoteliers have a considerable interest broadcasting and IP content, where as much in economising energy, due to the fact that as possible is already integrated in the TV. 40% of all hotel’s electricity is consumed by lighting. In areas where lights are on most of What is the roadmap? the day, LED gives return-on-investment after Today, customers are switching to HD, just under a year. Plus, as the life expectancy for which we have an end-to-end solution About philips of these lights is several years, the initial that includes content protection. In the Philips aims to be the leading solutions investment is recovered several times over. future, you’ll be seeing centralised servers provider in the hospitality industry, based outside the hotel for all services. providing customers with differentiated In addition, because LED bulbs are more guest experiences that enhance robust and have a much Development will be required ambience, comfort and enjoyment. By longer life span, maintenance in order to deliver ‘cloud’- offering the hospitality market solutions "Hoteliers have a based video content, and for lighting, TV and amenities, Philips staff costs can be reduced provides a truly global ‘one-stop’ in larger establishments, considerable interest prices of broadband will come service for its hospitality customers, where currently a great deal down. I believe the market with a strong focus on local market in economising of time is spent replacing is evolving in that direction. dedication and focus. energy, due to the burnt-out lights. We expect There will always be a mix of CONTACT that by 2015, more than half fact that 40% of broadcast content and other Ghadi Abouzeid of Europe’s hotels will be services delivered over the Gulf Towers 5th floor, Oud Metha Rd. all hotel’s electricity equipped with LED lighting. cloud, but it is going more and 7785 Dubai UAE is consumed by more towards cloud-based +971 (4) 3095292 [email protected] What is Philips’ vision for lighting." solutions. So, with its hotel TV in-room entertainment? and lighting business, Philips Our vision is to create a “better than home” helps hoteliers improve their guest experience experience in the hotel room. What we see both now and in the future while reducing as part of that is offering IP content in the costs at the same time.

20 Hotel Innovations & Technologies SMARTreport Middle East / 2010-2011 The Philips Directory Page SMARTreport commercial content on cleverhotel.org

Responsible Business Applied It’s Time to Move Forward… The Lights Have Tom Lord Changed! Hotel Manager Crowne Plaza Dubai Festival City How can a hotel make major economies and save almost 2,000,000 Tom Lord is the manager of the Crowne Plaza Dubai Festival City. He has over 12 years hospitality kg of carbon dioxide emissions per year? Through one simple experience, with the last five years working in senior decision: changing the lighting systems! This was the case with management roles for IHG. Tom’s previous role was as Project Director of ‘IHG Global Head Office the Crowne Plaza Dubai Festival City, where just such a move has Move’. This saw him carry out the design, fit out, move and communication of the relocation of IHG’s been made. We speak with Hotel Manager, Tom Lord, about the head office to Broadwater Park, Denham. He has a project… degree in International Hospitality Management.

Why did you decide on this project with partner with a big company because we replace some lights, but we are the first to Philips? felt that IHG needed a credible player. The really do so on this scale. We are definitely About 18 months ago, our director of solution proposed by Philips promised an not stopping here. We will be continuing operations suggested we should change excellent return on investment. We would to implement energy saving solutions in every light bulb in the property. Our hotel be saving almost 2,000,000 kg per year of the hotel. Philips continue to develop new was inefficient as it employed primarily CO2 emissions and as we wouldn’t need LED solutions for various types of halogen halogen lighting and we wanted to move transformers to run our 35W halogen bulbs, bulbs so we are continuing on this path. to an energy efficient LED solution. It the total energy saving would be 80%! We We are running other projects such as was principally driven by our “responsible are the first in the region to run a project of an aggressive recycling programme of business” theme. We were looking to this size. There are some properties that all hotel waste across all areas including guest floors. We use Lexus LS600 hybrid cars for guest transfers (that produce 70% fewer harmful emissions than regular automobiles), and we remind guests to be environmentally aware by giving them an option on the changing of their sheets.

Can you talk about your outdoor exterior façade with dynamic architectural LED lighting? It’s part of everybody’s responsibility to look for ways to reduce carbon emissions and to provide a better environment for everybody. This kind of project not only does that, but gives ROI and is also fun. When people hold conferences or events, there is a possibility for them to personalise the colour of the lights to what they want, which also brings additional revenue for us. We’ve had some great feedback. © Photo: InterContinental and Crowne Plaza Dubai Festival City Hotels © Photo: InterContinental and Crowne

www.cleverhotel.org Hotel Innovations & Technologies SMARTreport Middle East / 2010-2011 21 Solution Providers SMARTreport commercial content

“Splendid” Results How the Splendid Hotel Apartments Group is gaining revenue through RateTiger

Often, it seems evident that any hotel should be using channel management to optimise revenues. However, the Middle East region has been behind Europe in adopting channel management tools. Here, we take a look at a successful installation at The Splendid Hotel Apartments in Dubai where Badri Sathyan, the IT Sales & Revenue Manager, explains to us how it worked for them.

The Splendid Hotel Apartments is a long- So in October 2009 they invested in So far, Mr. Sathyan has seen excellent stay apartment hotel comprising of 109 RateTiger’s RTSuite, after comparing it results. “We’ve increased our online share studios, 1-bedroom and 2-bedroom with other channel managers, finding it very by 10% due to the online sales channels apartments. As the company had easy to use with just a five page update and getting onto all the TPI (Third Party previously used RateTiger channel process. “In the beginning the staff wasn’t Intermediaries [Online Portals]), which have management products in its London very familiar with the system, but since it helped maximise the revenues as well. hotels, Mr. Sathyan decided to use it once was user-friendly, everyone adapted well. Dubai is a different market because we again for the Splendid Hotel: “The system Whenever we do any rate updates RTSuite don’t use it as much as we do in Europe, is very helpful for us to do the rates and helps us do it on time without any delays. but adding new availabilities and rates are availability updates.” As the Splendid It just takes a few minutes. Also, whenever easy as they are linked to all the channels. didn’t have an online channel manager, we have any new online channels to add That is one of the features we like.” it soon became quite time consuming to in different countries, RateTiger has always update the channels manually. been very supportive.” © Photos: Splendid Hotel Apartments

22 Hotel Innovations & Technologies SMARTreport Middle East / 2010-2011 The RateTiger Directory Page SMARTreport commercial content on cleverhotel.org

Evolving Distribution Channels

RateTiger Helps ME Hoteliers Come to Grips with the New Mind-Boggling Choice

RateTiger has been steadily pushing into the Middle East market through an educational approach. Here, we speak with Keith Povah, VP Sales International, on how and what the results have been.

Keith Povah The Middle East in general is a new area is why they use GDS even if it is losing VP of Sales International for us. We have a lot of trials under way market share. However, they are also and we have many prospects. It’s a discovering new channels, partly through Keith Povah has over 30 years experience growing market, with 14,000 new hotel our education of the market as we arrive in the hospitality sector having run his rooms added to the region in 2009. But with over 500 channels and a way to own hotels, as well as key positions with ACCOR, Le Meridien and the Best Western the region is behind Europe concerning manage them all. So it all falls into place. Lodge Hotel. Keith was appointed VP of channel management and distribution, Sales International in July 2007 and is so from that point of view, it’s the market Any predictions for the ME? responsible for eRevMax’s International we were looking for. Beirut for example Yes, I think there will be a considerable sales strategy. didn’t seem to suffer from the crisis and growth for the independent and smaller the average room rate went up as well. chain hotels. The super luxury properties About eRevMax We are seriously considering all this and will try to do everything on their own and will soon learn that they can’t do it all International I know that our competitors are looking favourably at the area. We are not alone. This is where we’ll come in. The same thing that happened in Europe/US 5 eRevMax created a suite of products that necessarily targeting super luxury, but changed the way hotels distribute inventory. more the 3-4 star chain hotels that require years ago will happen in the Middle East. RateTiger has become the industry's channel management tools. benchmark for successful tools enabling online In one sentence, how would you distribution management. eRevMax’s core objective is to bring revenue maximization How are you entering the market? promote RateTiger to the region? through 'next generation' innovative It has to be through educating the market Now that the region has recognised e-products. on the need to optimise distribution, a necessity to distribute to multiple because the concept didn’t really exist. online channels, channel management CONTACT Before, hotels were looking to update 3-4 technologies are becoming more [email protected] channels, which any hotelier can manage interesting, helping hotels expand their by himself. However, today this has all choice of sites and how they access those changed and hoteliers have to deal with sites to have more visibility. To have this many more channels, and this is what visibility, products like RateTiger can help we are making them aware of. Many are hoteliers save time and focus more on still heavily reliant on travel agents, which their guests.

www.cleverhotel.org Hotel Innovations & Technologies SMARTreport Middle East / 2010-2011 23 The Hospitality Market

The Middle East: A Mixed Bag STR Global: MEA results for June 2010

The Middle East/Africa region reported only sub region globally that still saw both include (year-over-year comparisons, all favourable results in the three key occupancy and ADR declines for the first currency in U.S. dollars): performance measurements for June 2010 half. Nonetheless, Middle Eastern hotels • Beirut, Lebanon, was the only other key when reported in U.S. dollars, according still achieved the highest ADR (US$201) market to report an occupancy increase to data compiled by STR Global. and RevPAR (US$125) of all the global (+22.6 percent to 69.3 percent). The region’s occupancy rose 1.7 percent sub regions”, Randall continued. “As the • Abu Dhabi, United Arab Emirates, to 59.2 percent, average daily rate addition of new supply entering the Middle reported the largest decreases in all increased 14.3 percent to US$151.00, East hasn’t majorly slowed down over the three key performance metrics. The and revenue per available room grew 16.3 past 18 months, showing a 10 percent market’s occupancy fell 23.8 percent percent to US$89.37. increase year-to-date, the increasing to 54.9 percent, ADR dropped 29.2 “The first six months of 2010 saw a mixed demand (+8 percent YTD) had a harder percent to US$157.41, and RevPAR performance across Middle East/Africa”, time flittering through into growing decreased 46.1 percent to US$86.46. said Elizabeth Randall, managing director occupancy and ADR growth”. Highlights For more information, please visit of STR Global. “The Middle East was the among the region’s key markets for June www.strglobal.com

Performances of key countries in June (all monetary units in local currency):

Occupancy Change ADR Change RevPAR Change

Egypt 62.8% +10.1% EGP400.55 +6.5% EGP251.42 +17.2%

Saudi Arabia 57.8% -8.1% SAR581.49 +4.4% SAR336.39 -4.0%

United Arab Emirates 58.6% -7.3% AED563.69 -9.2% AED330.32 -15.8%

Percentages are increases/decreases for June 2010 vs. June 2009 – Our thanks to STR Global

© Photo: Grand Rotana Resort & Spa - Sharm El Sheikh

24 Hotel Innovations & Technologies SMARTreport Middle East / 2010-2011 october 20th - 21st 2010 BEach rotana - abu dhabi, uae www.hotelexpansion.com

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