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Keyboard Warriors Protecting One's Online Reputation Exclusive Club Summer 2018 Keyboard warriors Protecting one’s online reputation Exclusive club The challenges of luxury membership schemes www.hmi-online.com An of cial publication of www.ehma.com North Africa focus • Asset-right development • New spa trends • Select service F&B HMI075_Cover.indd 1 10/07/2018 14:05 GERMAN PRECISION, GLOBAL VISION PASSION TRADITION VISIONARY PERFECTION CARING Deutsche Hospitality stands for an exceptional portfolio comprising more than 130 hotels on 3 continents. The unique portfolio includes Steigenberger Hotels and Resorts, the new hotel brand MAXX by Steigenberger, our lifestyle option, Jaz in the City, and IntercityHotels at busy hubs such as railway stations and airports. Deutsche Hospitality.indd 1 10/07/2018 10:18 From the editor On the web... Keep up with the latest developments across the hotel industry by visiting www.hmi-online.com Phin Foster, editor New world order hen Hotel Management onto our radar following his appointment as International debuted in 1996, Rezidor CDO in 2007, he has been a regular Hotel Management International the industry it covered was presence on these pages, as we charted his Summer 2018 W almost unrecognisable to the one that we successes, first in Brussels and then, from EDITORIAL look upon today. Our focus lay squarely on 2014, as CEO of Steigenberger Hotel Group. Editor Phin Foster [email protected] Europe. More specifically, the UK, France, But his latest move might be indicative Chief sub-editor Thom Atkinson Germany, Italy and perhaps a few luxury of another fundamental shift in the Sub-editors Jim Findlay, Dale Hogan, Todd Palmer Senior feature writer Greg Noone resorts in the southern outposts of the aforementioned series of macro-trends. Feature writers Grace Allen, Andrea Valentino, Neil Thompson continent. This was the heartland of As the newly minted CEO of Indian Hotels Production controller Steve Buchanan hospitality; the place where the action Company Limited, operators of the mighty Group art director Henrik Williams Designer Ana Peres happened. At the time, it all seemed Taj brand, the subject of this edition’s COMMERCIAL glamorously international. cover story has returned home after Copy coordinator Melissa Parkinson It would be five years until the ‘BRIC’ 28 years abroad. His appointment also Head of sales Richard Jamieson acronym was coined and, as globalisation represents a domestic operator in one of Publication manager Richard Pollard Subscriptions marketing manager took hold and branding gained precedence, the most dynamic hotel markets on earth Mariella Salerno the magazine expanded its horizons. It looking to put the strategies and business Publisher William Crocker started with a handful of stories about hotel practises of its Western competitors into development in North Africa. The Middle practice with a local twist. East, specifically Dubai, started gaining Everywhere Chhatwal has been he Hotel Management International is published quarterly by more column inches. Our marketing has sought rapid, multibrand, asset-light Compelo, which is a member of the Audit Bureau of Circulations, and is an official publication of the European materials had to change to reflect that we growth. The fact that he is now doing Hotel Managers Association. were now covering the ‘EMEA’ market. it with a company that already leads Registered in England No. 09901510. Soon after that, we struggled to find a hotel the market in the luxury segment, John Carpenter House, John Carpenter Street London, EC4Y 0AN, UK executive who wanted to talk about has ambitions in midscale, and enjoys Tel: +44 20 7936 6400 Fax: +44 20 7411 9800 anything other than China. the backing of one of India’s largest Email: [email protected] Websites: www.compelo.com www.hmi-online.com In many ways, the 2008 crisis served to conglomerates, represents something ISSN 2041-2452 © 2018 consolidate this shift. The industry was now genuinely exciting and new. Published in association with: truly global and covering a single region If domestic operators in markets such All rights reserved. No part of this publication may be reproduced, seemed counterintuitive. As an Indian hotel as India and China are able to start winning stored in a retrieval system or transmitted in any form or by any means, electronic, photocopying or otherwise, without prior executive who made his name in Europe at the expense of Western multibrand permission of the publisher and copyright owner. While every effort has been made to ensure the accuracy of the information in this pursuing rapid growth in fast-growing behemoths, where, what and who will we publication, the publisher accepts no responsibility for errors or omissions. The products and services advertised are those of economies, Puneet Chhatwal personifies be covering in another ten years? It’s going individual authors and are not necessarily endorsed by or connected with the publisher. The opinions expressed in the articles within this this brave new world. Ever since coming to be exciting to find out. publication are those of individual authors and not necessarily those of the publisher. The 2018 US annual subscription price for Hotel Management International is $164. Airfreight and mailing in the US by agent named Air Business, c/o WorldNet Shipping Inc, On the cover: Taj Falaknuma, Hyderabad, India. Summer 2018 Keyboard warriors 156–15, 146th Avenue, 2nd Floor, Jamaica, New York, NY11434, US. Protecting one’s online reputation Periodicals postage pending at Jamaica NY 11431. Exclusive club The challenges of luxury US Postmaster: Send address changes to Hotel Management membership schemes International c/o Air Business, c/o WorldNet Shipping Inc, 156–15, www.hmi-online.com Also in this issue 146th Avenue, 2nd Floor, Jamaica, New York NY 11434 US. Subscription records are maintained at Compelo, Page 22: How ‘asset-right’ leasing strategies are 40–42 Hatton Garden, London, EC1N 8EB, UK. enabling operators to thrive in competitive markets. Air Business Ltd is acting as our mailing agent. SUBSCRIPTIONS Page 32: Expectations of wait staff are changing; we Single issue price: UK £31 EU €47 US $62 RoW $80 speak to leading hospitality experts about the new One year: UK £80 EU €125 US $164. RoW $167 challenges facing those at the front of house. Two year: UK £127 EU €198 US $261 RoW $266 Long journey home Puneet Chhatwal on returning to India after three decades away Tel: +44 845 155 1845 (local rate) Page 45: The ways in which an evolving perception of Fax: +44 20 8269 7877 the threat posed by terrorism is helping Europe’s hotel Email: [email protected] An ofcial trade bounce back from recent atrocities. Address: Compelo, Riverbridge House, Ground Floor, South Tower, publication of Anchor Boulevard. Crossways, Kent DA2 6SL www.ehma.com North Africa focus • Asset-right development • New spa trends • Select service F&B Visit www.hmi-online.com Printed by Stephens & George Print Group Hotel Management International | www.hmi-online.com 3 HMI075_101_Foreword.indd 3 11/07/2018 11:28 Contents Cover story 25 14 Southern Europe is still a hot ticket for travellers. 32 Puneet Chhatwal returns home to oversee the next chapter in Indian Hotels Company Limited’s story. The evolution of front-of-house hospitality. The intelligence unprecedented rate. He talks to agreements in order to win Phin Foster about the significance of opportunities in particularly 8 News and vital statistics returning to India after almost three competitive markets. Patrick decades overseas, the evolving Kingsland speaks to Deloitte’s 11 Moscow’s mild World nature of the country’s hospitality Andreas Scriven to find out more. Cup fever landscape, and encouraging Businesspeople avoiding the city an unprecedented degree of 25 Southern comfort during the tournament, along with transparency and openness in his A cocktail of economic stability the capital’s high room count, will efforts to engender change. and concerns over security in North contribute to a smaller growth than Africa has led to a boom period for previous host cities, STR reports. for southern Europe’s resort market. Business management & development From the traditional destinations EHMA of Spain and Greece to new kids on the block in Croatia and 12 Learn to be better 19 Control and customise a space Montenegro, investments are A hotel is only ever as good as its from the palm of your hand gaining momentum all the time, staff. EHMA president Hans Koch Simon reports Ross Davies. explains how investing in effective employee training programmes 21 Where the soul matters 29 A welcoming future keeps properties competitive. Meliá Hotels International Lausanne Hospitality Consulting The big interview 22 Balancing act 31 Containers for the hotel and For many years, the international resort industry 14 Bringing it all back home hotel development landscape TITAN Containers Appointed MD and CEO of Indian has been dominated by the ‘asset- Hotels Company Limited in August light’ model. Now, however, an Special report last year, Puneet Chhatwal has increasing number of operators embarked upon an ambitious are beginning to talk about ‘asset- 32 Waiting for recognition development strategy that promises right’, demonstrating a renewed Front of house is often the most to grow the group at an willingness to enter leasing overlooked aspect of a restaurant’s 4 Hotel Management International | www.hmi-online.com HMI075_102_Contents.indd 4 10/07/2018 12:36 Contents Wilmotte, the hotel prepares to take 54 Points of view back its place in the mythology Monitoring and managing one’s 45 of the City of Lights. Grace Allen online reviews and reputation has explores the renaissance of an icon become one of the most important of the Left Bank. but time-consuming elements of day-to-day operations. How can hoteliers ensure this still-evolving Guest amenities discipline is performed to the best of their abilities? Abi Millar talks to 41 Welcome to the Mike Gathright, SVP of reservations new wellness and customer care at Hilton, and Hotels are making it easier than Renu Hanegreefs-Snehi, VP of ever before for guests to tap in and corporate communications, PR & get their health fix.
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