Northstar

4 | www.travelweekly-asia.com INDUSTRY VOICES Markland Blaiklock returned to Centara Hotels and Resorts in 2017 in the newly-created position of deputy chief executive officer, responsible for steering the continued expansion of Centara. He previously served as the company's chief operating officer in 2015. He has held senior executive positions with Le Meridien, Shangri-La, Raffles and Accor hotel groups, in Asia and North America. He is a Canadian national educated in England and France. 15 10 6 Global hospitality is at a crossroads. In the last 20 years, technology has transformed every aspect of the guest journey. But as it continues to advance, what will the hotel industry look like in the future? In the past, companies largely drove digitalisation, as new solutions were introduced to enhance efficiency and target customers more effectively. In the modern era however, it is customers who are demanding greater connectivity. This is especially true in the hotel industry, which is driven by modern lifestyle trends and the "always-on" mindset of millennials. Ten years from now, I'm sure we will look back and see that the hospitality industry changed much more than predicted, and Asia will continue to be a major catalyst. This evolution will be part social and part technological, but the overall goal will be the same: to meet and exceed guests' expectations. Centara foresees three significant trends shaping its business, and the entire industry. Travel and work life will become inseparable thanks to improved technology and faster connectivity. This will occur in all countries, but will be led by China and the rest of Asia, which are currently driving the growth in overseas travel. The launch of Centara's new "Meetings Redesigned" MICE initiative will help accommodate this shift by allowing companies to be more flexible and creative with their event agendas. Robotics and artificial intelligence will create hyper- connected hotel experiences. The Internet of Things (IoT) will seamlessly connect every hotel touch point, which will be personalised to guests' unique preferences. In addition, big data insights will enable hotel staff to improve their service quality in real time. Delivering emotional experiences will be the ultimate goal of hotels. As technology takes over, guests will go in search of authenticity, human interaction and genuine hospitality. The big question for hoteliers now and in the future will be: how do we successfully integrate technology to improve the guest's entire journey, whilst also retaining our distinct personality and brand loyalty? For Centara Hotels & Resorts, this balance is at the core of its strategic vision. Centara has proven adept at developing new brands that embrace innovation. The most recent example is COSI, which caters for young-minded and tech-savvy travellers with simple and affordable accommodation and state-of-the-art amenities like smartphone integration, self-service check-in and a 24-hour café. It is no surprise that this contemporary concept, which made its debut in Koh Samui in 2017, is now a key driving force behind Centara's expansion strategy. Across all of Centara's six brands, the group continues to roll out innovative digital experiences. Technology however, is only one element of a successful strategy; Thai hospitality is something that can never be replaced. By harnessing big data and personalisation tools, hoteliers can enhance every human interaction. Intuitive and rewarding loyalty programmes like CentaraThe1 will play a major part in delivering tailored experiences. So digitalisation really is key; by using smart technology to identify and satisfy guest preferences, hoteliers of the future will be able to create truly bespoke experiences for every guest. CONTENTS 14 DESTINATION: INDONESIA Boost for Lombok's Mandalika with MotoGP deal 16 PRODUCT: SERVICED RESIDENCES Ascott CEO Kevin Goh talks about growth 19 HOSPITALITY Outrigger: Same culture, new horizons 21 TRAVEL AGENT Spotlight on +en Travel Envoys' COO Chloe Chan 22 CRUISE New dream ship ready to go exploring Above: Macao International Parade Left: U River Cruises ship, The A, on the Rhine River. Below: Artist impression of Siloso Green. Delivering emotional experiences will be the ultimate goal of hotels PHOTO CREDIT: SENTOSA DEVELOPMENT CORPORATION

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