Northstar

12 | www.travelweekly-asia.com COVER STORY Preview 2020 A preview for what's next in travel BWH HOTEL GROUP SAYS: More seamless, guest- centric experiences "Moving into 2020, hoteliers are breaking down traditional boundaries [and using] technology to put the customer back at the heart of hospitality. Smart creative- style concepts like Best Western's Vīb for instance give the power back to the customer with facilities that are designed to suit their busy schedules and keep them fully connected. Loyalty programmes also help personalise guest experiences and reward repeat guests with tailored services. "Travel agents are fortunate to now have so much choice, as hotel supply continues to increase in almost all areas – especially in Asia's emerging markets. In fact, the last few years have marked the most significant period of growth in our company's 73-year history – growing from three core brands to 17 concepts that now cater for all sectors of the market. Our acquisition of WorldHotels in early-2019 completed our evolution, giving us a strong foothold in the upper-upscale and luxury sectors. "To stay successful in such a crowded marketplace, travel agents need to cut through the confusion and build strong relationships with hoteliers that can be trusted to deliver on their promises. In an online age, agents should also create a point of difference – they need to be experts in their field and offer advice and services that customers value." – Olivier Berrivin, managing director, international operations, Asia, BWH Hotel Group GREENVIEW SAYS: Greater focus on green matters "Environmental trends are playing out in the travel and hospitality sector during 2020 and beyond, both within operations front and back of house, and also in design. And those who are keeping us focused are the industry's younger consumers, perhaps following in the footsteps of Greta Thunberg. "Big brands are pledging their commitments to removing some or even all single-use plastics, and companies will dig further to reduce plastic materials all-around across operations and even supply chain. "In addition, everyone has caught on to the environmental impacts of food, and that means less food/ waste and less impact, especially when wasted food is sent to landfill. Reducing food waste is one of the largest cost-saving opportunities pound-for-pound, because it's among the heaviest waste sources to dispose of, and the most costly. We'll find more ways to use reusable items, purchase items remade from other materials, and find alternative uses for waste to be 'upcycled' instead of disposed of." – Eric Recaurte, founder, Greenview CENTARA HOTELS & RESORTS SAYS: 'Smart' moves in the making for hoteliers "The Internet of Things, which is already changing the shape of hotel operations and the guest experience, will continue to do so. Smart hotel and smart room experiences are going to become the norm, enabling hyper-personalisation, speed and delighting moments for guests, whilst also driving operational efficiencies and cost savings for hotels such as energy. Our newest brand COSI is the best example of where Centara is starting to bring this to life, offering a 24-hour, free, flexible and connected guest experience. "In spite of this, however, the biggest change I foresee is a huge shake-up in the guest source market mix, which will continue at pace. The Chinese outbound tourism market will continue to grow. It's easy to forget that under 10% of Chinese have passports, so as that number grows, so too will the number of outbound tourists. Close behind China, India, which is the country with the second largest population, is seeing outbound travel grow at over 10% annually. The continued growth of both these major markets means hotel companies need to be more culturally aware and ensure that the services and products they offer match the expectations of travellers. It is second nature for international brands to cater to diverse guest needs with appropriate product and service offerings, but the changing face of the global traveller will have a significant impact on hotel design, service and facility decisions over the coming decade." – Tom Thrussell, VP – brand, marketing & digital, Centara Hotels & Resorts Industry leaders share their predictions on trends that will take centre stage in the new decade. By Catharine Nicol, Ian Jarrett, Lee Xin Hui, & Natalie Joy Lee

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