VacantReady

Forbes.com recently published a story titled the ”25 Most Influential Women in Travel”, written by Melissa Biggs Bradley. The article featured successful and innovative women from all corners of the travel trade but, as usual, I was particularly interested in representation from the hotel industry.

Congrats to all five of these amazing people!

Georgia Kirsner
Vice President, Travel Industry Sales, Ritz-Carlton

“If travel agents could have just one wish, it would be that hotels give their clients the star treatment. Kirsner knows that a happy customer is a return customer, which is why she introduced the Ritz-Carlton’s STARS program, reserved exclusively for top trav- el agencies working with the company. Selected agents have access to a password-protected website for booking. In addition to the attentive service accorded Ritz-Carlton guests, STARS clients are monitored by a designated “guardian angel” at each property for even more personalized attention.”

Christie Hicks
Senior Vice President, Global Sales, Starwood Hotels & Resorts Worldwide

“In her current position, Hicks directs more than 250 global senior sales associates and is responsible for $3.2 billion in annual revenue. The hospitality industry has recognized her business acuity: Acknowledgments by her peers have included the Vision Award from NYSAE and the PCMA Professional Achievement Award.”

Kathleen “Katie” Taylor
President and COO, Four Seasons Hotels & Resorts

“In her nearly two decades with Four Seasons, Taylor has helped grow the 48-year-old Toronto-based company into one of the finest hotel brands in the world. She oversees all of its global operations, making sure the company’s 76 properties in 32 countries maintain a consistent standard of excellence. Any Four Seasons loyalist can attest that it’s working; despite the wild expansion in the number of luxury properties in the past decade, the brand more than holds its own.”

Michelle White
Director of Environmental Affairs, Fairmont Hotels & Resorts

“As the children’s song goes, it’s not easy being green--especially if you’re a huge international chain like Fairmont Hotels & Resorts. That hasn’t stopped White from helping the brand take a leadership role in addressing such industrywide challenges as improving water conservation and waste management, as well as increasing the use of alternative energy. The hospitality field will be closely watching the innovative Fairmont Green Partnership program.”

Vivian Deuschl
Corporate Vice President for Public Relations, Ritz-Carlton

“Deuschl’s roots are journalistic: She was a reporter in Texas and a newspaper editor in Taipei. As one of the highest-ranking female executives at Ritz-Carlton, where she has worked for the past two decades, Deuschl steers public relations strategy and has helped cement the venerable brand’s reputation as a purveyor of modern luxury. Known for schooling reporters new to the travel beat, Deuschl has been honored three times with the Society of American Travel Writers’ highest award. She served as spokesperson for the Travel Industry Association of America’s 9/11 task force.”

Linkage
Forbes.com: 25 Most Influential Women in Travel

0 comments | Permalink | Celebration

I always enjoy hearing from colleagues and bloggers in the hotel industry in the Middle East. Yesterday I received a note from Jitendra Jain (aka JJ), who is the long-time blogging force behind the very active Tourism & Hospitality Diaries blog.

JJ recently teamed up with Erin O’Neill to develop some fun new concepts in hotel industry content such as YoungHotelier.com, and their recently launched HotelierIdol.com. These websites do a great job maintaining their core values of Connecting, Learning, Growing and Belonging, while Being Different, Having Fun and “Keeping it Real”.

The next time I am in Dubai (which will also be my first time), I’ll certainly try to make it out for a hotel industry networking event organized by JJ and Erin through HotHoteliers.com.

In association with the launch of their whacky Hotelier Idol website, Erin and JJ co-authored an interesting article about the U.A.E.’s hotel development pipeline, as well as their acute recruitment challenges. It’s a good article, and I am happy to feature it here:

Hotelier Idol Exposé: The hidden hotel industry casting crisis takes centre-stage

Case Study: The United Arab Emirates, specifically Dubai and Abu Dhabi

If one was to look at the global inventory in the pipelines and view it as a “city state” Dubai has officially the largest Construction Pipeline of any other Metropolitan area in the entire world, even greater than Las Vegas, New York, Washington, London, Shanghai or Beijing!

Described as the ‘most vibrant and fastest developing destination in the world’ Dubai in the not so distant future shall officially be the largest hospitality playground in the world. Currently experiencing over 6 million tourists annually, Dubai’s long term strategy is to become the ‘Destination Brand’ with its estimated growth to 15 million by the year 2015. In our eyes there is only one word that best describes this.... ‘Surreal’. Hoteliers currently struggle to stay informed as new hotels open daily and experience the ‘normal’ 95% and above occupancy levels before many of us have even realized the buildings are complete. We are all too familiar with the tales from many of these that are even opened before this completion stage is reached. That is an entirely different story.

For hotel experts the word on the street at the most recent Hot Hotelier’s Networking event in Dubai was about the soon to open Atlantis hotel on Palm Jumeirah; an astounding 1539 hotel rooms. Truth be told this is no big fish in the sea when one compares it to the Bawadi development, a soon to be home to an astounding 29,200 rooms. Now that is what one considers as truly staggering! This Comprises of an additional 31 hotels to the Emirate over the next eight years, nearly doubling the current number of hotel rooms in Dubai. The centerpiece of the development will be the world’s largest hotel, Asia-Asia, which alone will provide 6,500 rooms, combining 5,100 four star and an additional 1,400 five star rooms. So how does the Atlantis’ Director Of Fish Operations and his school of 27 dolphins plan to tackle this shark?!

According to Saeed Al Muntafiq, CEO of Tatweer who is one of the main investors in this AED 100 Billion Dubailand Monster, the launch of the project effectively signals the next major phase in tourism development in Dubai and the expected growth in the next eight years. Dubailand is expecting 3.3 million visitors by the year 2016. Let’s do the math? That means just over 21% of the total number of tourists that Dubai expects to host by that time are destined for this monstrous playground. Simplifying that further, 1 in every 5 people visiting Dubai shall be headed for what is expected to be the world’s the most exciting entertainment and leisure hubs - Dubailand. It will occupy a full 20 kilometers, hosting the largest concentration of leading hotels anywhere in the world. Now that is some interesting math! Did you know that 40% of the world’s construction cranes are currently sitting in Dubai?

There is also room in the playground for the corporate nerds and business traveler! The Bawadi project shall also act as a strong catalyst to stimulate tourism growth and also for related sectors such as MICE (Meetings, Incentive Travel, Conventions and Exhibitions). Inevitably an attractive place to ‘live, work and play’. Just think in time we could see the Global CEO Forum and Conferences of such statue being held in RESTLESS PLANET: The Dinosaur-themed Park featuring more than 100 animatronic dinosaur replicas in a lifelike environment, recreating the sights and sounds of 1 million B.C. I am sure this experience could teach these old dinosaurs a few tricks.

So now we hear you asking yourself who is going to feed, water and bed these dinosaurs in this playground? No doubt you regularly hear the terminology that the success of a hotel is due to ‘location, location, location.’ A recent General Manager’s survey performed by Chris Jackson in Hotelier Middle East tells us that on the contrary the GM’s minds are ringing home something a little different...... ‘People, people, people’. 53% of the GM’s questioned during this study highlighted that “labour issues” were their greatest challenges. Increased competition was a key issue for them… not surprising with 155,989 rooms spread over 527 announced and signed projects in the pipeline in the Middle East region alone. Astounding! According to its quarterly Construction Pipeline Report for the Middle East, Lodging Econometrics claims that Dubai accounts for 31% of all of the projects and 39% of all rooms in the Total Middle East Pipeline.

Jackson’s research also stated that most general managers were clear about the most enjoyable aspect of their work: the people. One five star GM said “It’s all about the people, welcoming and entertaining guests, coaching and leading my department heads”. If so then why did 54% of the GM’s think the pay rates at their respective hotels were not generous? Retaining key talent is inevitable in the current market place. Labour shortages are anticipated to remain at the top of the 3 key issues facing the industry, with more than 40% pointing to rising inflation rates and the rising cost of living - the associated costs of attracting and retaining key staff talent.

Shall these ‘not so generous’ pay rates be cause for hoteliers to move from Dubai to clear leaders tipped as the ‘hot’ markets of the future: Abu Dhabi, Qatar and further afield?

Abu Dhabi has embarked on its own development program in efforts to establish itself as The Cultural & Educational Hub of the Middle East. It has the second largest Pipeline in the region with 73 projects adding an additional 21,809 rooms to their inventory. Aside from bedrooms they are again home to some world class projects such as a Formula One racetrack, a Ferrari World Theme Park! So do we hoteliers opt for the Dinosaurs or the Ferrari’s?

Further afield, in Asia Pacific, Dubai’s development is only a cog in the wheel on the global scale of things. According to the predictions from Global Hotel Real Estate Company Lodging Econometrics there are 1.7 million rooms expected to come into the global inventory. Middle East alone stands responsible for 150,000 keys of that development while Asia Pacific is set to contribute over 495,000 keys - 2218 properties. Now that is what we call ‘phenomenal’. Almost as phenomenal as the Skilled Labour Shortages that are on the Horizon!

Back to the topic at hand...the recruitment, training and retention crisis on the horizon in the hotel industry. We’re all set for a record development pipeline and unprecedented growth. But hotels and hospitality have always been about the people and the ‘human touch’. That touch requires skilled, well trained, well motivated and forward-looking staff.
So just what are the questions plaguing owners and managers alike in the hotel industry now and in times to come?

* Great hotels aside...who’s going to run them? With ‘traditional’ labour markets coming into their own, where will we hire skilled staff from? ...or forget the skills, where do we find these bodies!!

* Will the people we hire be able to meet the ever-increasing service standards expected by our guests? Or shall they be employed based on the sole criteria of ‘two hands, two feet and a pulse...’’? How will we train these bodies...or will hospitality robots be the future?

* Will my great employees stick around after all that time and money spent on training & developing them (or the absence of it)? Will they walk out the door to the next big property that pays just a little more? How will we retain any talent we discover and nurture?

We may not have all the solutions at hand, and it won’t be an easy battle by any means. But well prepared is well armed. Savvy hotel industry leaders are beginning to walk the talk and dig in for the war to come. Hotelier Idol was created to drive awareness about the training, recruitment and retention crisis in the hotel and service industry. While this is presented in a fun, entertaining style (which we hope can rekindle the passion and showmanship so essential for true hospitality), our underlying aim is to facilitate solutions through creating support, discussion and learning platforms like YoungHotelier.com and the Hot Hoteliers Networking Group. Life, after all, is not a dress rehearsal - every day is opening night. So remember to enjoy the journey!

Erin O’Neill and Jitendra Jain
Founders, www.hotelieridol.com
Watch the Season 1 Trailer and auditions, as our hapless candidates battle it out for the position of Hotel General Manager! Visit hotelieridol.com for the videos, to vote on who YOU think makes the ‘cut’, discuss the problems and possible solutions.

Season 1: So you want to be a Hotel General Manager?
The Trailer can also be viewed on YouTube

1 comments | Permalink | Middle East & Africa • Bloggers • Development

Last month, Queen Elizabeth II and The Duke of Edinburgh hosted a reception at Buckingham Palace for British hospitality professionals who made a significant contribution to the British hospitality industry.

Attendees at the reception included renowned celebrity chefs Hugh Fearnley-Whittingstall and Gordon Ramsay (who seemed rather pleased with himself that he was meeting the Queen for the second time).

Unfortunately the You Tube video embed (yes, from the “Royal You Tube Channel") is disabled so I can’t feature the the video here, but you can check out the short piece by clicking here. And if you would like more info about events with the British Monarchy, of course you can check out their official website!

The hospitality reception must have been quite a career highlight for the attending British hospitality professionals who, perhaps, needed to brush up of their etiquette to meet the Queen in person.

A few years ago in Vancouver, Canada, I was the Director of Operations at the Delta Suites hotel. We had the occasion to host Canada’s representative to the Monarchy—our Governor General, for a breakfast function. At the time, Canada’s Governor General was Adrienne Clarkson.

My hotel G.M. was absent on business that day, so I was delegated to represent the hotel for the Governor General’s arrival. Like most Canadians, I wasn’t too savvy with protocol for the arrival of a national dignitary, but I had a requisite meeting with a member of Canada’s protocol office for a little ‘training’. I discovered that I should greet the Governor General as “Your Excellency”.

I admit that I was a little nervous upon the Governor General’s arrival (with her entourage), but all that went away quickly when she breezed past my outstretched hand and verbal niceties and bolted for the elevator. I ran after her in time to jump into the elevator, where I dutifully pushed the elevator button like a good citizen.

When the Queen decides to honour hospitality bloggers at her next reception, I’ll hit the ground running with a quick change from Your Excellency to Your Majesty!

2 comments | Permalink | Celebration

The Asia-Pacific region is a hotbed for tourism development activity, and international brands have hundreds of hotel properties currently under construction or in their development pipelines.

Although the People’s Republic of China is the obvious leader in the number of hotels currently being built in the region, other destinations in Asia-Pacific are also experiencing a renaissance in hotel development and tourism growth.

The HVS Hotel Valuation Index 2007 (PDF) recorded some interesting statistics showing excellent tourist arrival growth in destinations such as Japan, Malaysia, Cambodia, Indonesia and Vietnam (among others)—all of whom recorded double digit growth in 2007 over the previous year.

Tourism Vietnam’s website shows international tourist arrivals in Vietnam for the first four months of 2008 to be 1.7 million, outperforming 2007 numbers by 16 percent.

France-based Accor is currently the largest hotel operator in Vietnam. Back in March 2008, the Accor Group announced they would further expand their network in Vietnam from eight hotels to at least twenty by the end of 2010 with the launch of its luxury Pullman and mid-scale Mercure brands, and expansion of its Novotel brand.

Both the InterContinental Hotel Group (IHG) and Hyatt International currently have properties in Vietnam. Hyatt operates the Saigon Park Hyatt, and InterContinental has their Hanoi Westlake hotel. Both operators are also expanding in Vietnam with resorts currently under construction near Danang, Vietnam’s fourth largest city. In April 2008, IHG also announced a third property—a new Crowne Plaza, opening in Nha Trang, the coastal city hosting the Miss Universe pageant this year.

China Beach, Danang

According to Wikitravel, Danang city is “often overlooked by tourists but is one of the most friendly to backpackers in all of Vietnam. China Beach, a former R&R destination for American G.I.’s, is now home to a small community of guest house owners, marble statue shops, and other various trades. Some of the most beautiful and isolated beaches in Vietnam are found here, among some of the friendliest people. This is a must stop for the budget traveller.”

Danang is growing in popularity as a destination, and is home to China Beach, one of Vietnam’s most beautiful (and still underdeveloped) beaches.The Danang area lies at the base of the renowned Marble Mountains, and boasts four UNESCO-designated World Heritage Sites: the former imperial city of Hue, the ancient ‘Silk Road’ trading port of Hoi An, the spiritual center of the Champa civilization called My Son, and the mystical Phong Nha Caves in Quang Binh province. Over the next three years Danang will certainly begin to emerge as a must-stop destination for the luxury traveller, following the opening of the the new Hyatt and Crowne Plaza luxury resorts.

Hyatt International recently announced development of its new Hyatt Regency Danang Resort on China beach.

“Scheduled to open in early 2010, after a US $100 million investment, the resort’s 226 guest rooms will be complemented by residential developments, including 150 condominium and 30 two-storey oceanfront villas for sale.”

The 500 room, $52 Million Crowne Plaza Danang resort, also on China Beach, will be Crowne Plaza’s first location in Vietnam:

“InterContinental Hotels Group has signed an agreement to manage a new-build, 500-room hotel under its Crowne Plaza brand in Danang, Vietnam. Developed by Hoangdat Silver Shores Exceptional International Entertainment Joint Venture Company, Crowne Plaza Danang is expected to open in early 2009.”

Building on China Beach will certainly be favorable for the guest experience and (hopefully) to the local economy, but the environmental impact to the area will always be a concern. Hopefully both brands place a high importance on sustainable development practices during construction and operation phases.

Of the two brands now building on China Beach, InterContinental appears to be the clear front-runner in this regard, with IHG’s clearly defined Corporate Responsibility best practices. Perhaps Hyatt does have a culture of environmental responsibility, but information on what that might entail has proven difficult to source online, and there is little or no mention of any global sustainable practices at all on their corporate website.

The multiple award winning Furama Resort Vietnam is currently the leading resort destination along the beaches outside Danang. Under the leadership of G.M. Duncan MacLean, the Furama has achieved the number one ranking for a resort property on Tripadvisor for China Beach.

Although both Hyatt and Crowne Plaza will undoubtedly provide ample competition to the Furama resort, the presence of these new developments will also help generate increased marketing exposure to the Danang area as a destination. The Furama resort’s extensive efforts in reaching out to the local community, and the fact that it has already scooped up virtually every award imaginable for a local resort should position the property quite nicely against the new competition.

Linkage
China Beach photo thanks to flickr member besar bears

1 comments | Permalink | Asia • Development • Vietnam

Right across the Nile from my home neighbourhood of Zamalek lies Fairmont Hotels & Resort’s newest property in Cairo, the Fairmont Nile City. The building, which is currently under construction, is an impressive structure that sits between two high-end gilded office towers that make up the upscale Nile City commercial and retail complex. Nile City is HQ for many serious players in Cairo’s business community, and no doubt the hotel will quickly become a focal point for Egypt’s business elite.

Fairmont Nile City will be an uber-luxurious five star hotel (even by Fairmont standards), weighing in at 567 rooms. According to the Hotel Management Network, Fairmont Hotels and Resorts (FHR) have entered into a joint venture with the Nile City Investments Company (NCIC) to outfit and manage the property. FHR and the Kingdom Hotel Investment Group (KHI) have invested approximately $10M for an interest of 15 percent each. Development cost for the Nile City hotel is estimated to be approximately $80M USD.

Created with Admarket’s flickrSLiDR.

Inside the Fairmont Nile City

The property is slated to open later this year under the leadership of veteran Fairmont G.M. Frank Naboulsi. Before arriving in Egypt, Mr. Naboulsi was the G.M. of the Fairmont Dallas where he was an instrumental force behind the dicey (and successful) evacuation of hotel guests at the (former) Fairmont New Orleans during hurricane Katrina in 2005. I had a chance to meet with Frank recently for coffee and I heard the incredible story behind the tenuous situation in New Orleans, which included a heavily armed Navy Seal escort and many, many, tense moments.

The New Orleans scenario is most certainly the stuff of movies, and clearly this was a case of life being stranger than fiction. Mr. Naboulsi is the kind of charismatic G.M. who actively reaches out to, and partners with the local community at every opportunity. When a crisis hits, this is the kind of G.M. who can make things happen. Of course, it didn’t hurt that Frank actually trained with members of the Navy Seals!

The Fairmont Nile City is in high-gear construction mode, which is currently in full swing. Yesterday I was very fortunate to have an insider tour of the hotel with Nassiba Zouinati, Director of Rooms at Nile City. Nassiba transferred to Cairo from the Fairmont Hotel Vancouver, and she was a wonderful ambassador for the property. Nassiba introduced me to many key players on Fairmont’s leadership team, and she walked me through the myriad luxury accoutrements the hotel will boast. Panoramic elevators, luxury car service, butlers on call, personalized service around every corner—this hotel is going to have it all.

Check out a quick drive-by capture of the hotel’s facade:

Food and beverage offerings include what will quickly become some of Cairo’s most anticipated outlets. The O Bar will open as a Jazz style cigar and sushi bar on the lobby level, and Saigon Blu will be a top-notch Vietnamese restaurant. Rihan will be a coffee and tea inspired lobby lounge, and the Napa Grill will feature California-modern cuisine for three meal periods—as well as an extensive California wine inventory. Sky Bar and the Sky Pool are located on the 25th floor of the Fairmont Nile City adjacent to the pool and health club. Sky Bar will be a trendy hot-spot hosting international DJ’s, and serving Lebanese cuisine.

Fairmont Nile City’s overall design motif will be heavily influenced by the Art Deco movement, which will also be reflected in guestrooms with rich brown and black tones and extensive dark marble accents and leather throughout the hotel. Sounds like a nightmare for housekeeping, but will definitely be a dramatic, sexy design scheme. I love Art Deco design so I’m excited to see what’s in store for the Nile City. Think New York’s Chrysler Building, and Vancouver’s awesome Marine Building for a little design inspiration.

Posh design elements are going to be incredibly important for Fairmont Nile City’s ability to be competitive in Cairo’s top-heavy luxury hotel market, but service will have to be Fairmont’s unique selling proposition. Service, of course, is orchestrated and delivered by people, and it is Nile City’s people that will be Fairmont’s competitive advantage. During my hotel tour yesterday I met with most of Nile City’s senior management team, and I was struck by their graciousness and enthusiasm. Leadership is young, vibrant and passionate—something that I believe is somewhat atypical in the local market.

My experiences relating to hotel service in Egypt so far (Cairo, Sharm El Sheik and Ain Soukhna) have leveled somewhere between horrific and completely average. If the Nile City can deliver on Fairmont’s promise of “turning moments in to memories”, this hotel is going to re-define what can be achieved in Cairo.

2 comments | Permalink | Middle East & Africa • Cairo • Development