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Bern University of Applied Sciences nomadcityWhat‘s behind Hospitality 25.02.10
OUTLINE Who I am Key players in Swiss tourism Stars and other basic categories Specialisations Marketing Service chain Customer needs Figures 2008 Hospitality Trends
Who I am Currently living in London with my family Since 20 years in the hotel industry Trained chef and waiter Hotel Management School Bachelor of Science in Marketing & Economics Lived in Switzerland, Austria, South Africa, Australia and on a cruise liner. Worked in 4, 5* Hotels, small restaurants and in renowned restaurants
Key players in Swiss tourism Marché Rest. (338) Migros Rest. (670) Best Western Swiss Hotels (8000 beds) Silverhotels SA (8100 beds) McDonald‘s (649) Coop (252) Swiss Deluxe Hotels (7000 beds) KatagIncoming Service (7000 beds) Autogrill CH (177)  Manor (110) MinOtels Suisse (7000 bes) Top International Hotels (4800 beds) Restaurants Store Rest. Hotellerie GASTRONOMY ACCOMMODATION HOSPITALITY Canteens SV Group (626) Airline Catering Compass (290) Parahotellerie Bedand Breakfast Train Catering Group Accommodations Apartments Swiss Tourism Associations and Institutions ,[object Object]
 FIF University Bern, IDT University St. Gallen
 Public Law: SGH
 Private Law: SHV, Gastrosuisse,  Union HelvetiaAgrotourism Camping
Key players in Swiss tourism BDC Retail Marketing Company Kuoni DMC HRG Banks: UBS Key Club eCommerce Swiss International Airlines Carlson Wagonlit Credit Card Companies Railtour GDS Business Travel Cross Marketing Incoming Company New Players TOURISM INCOMING OUTGOING Leisure Travel Kuoni eCommerce M-Travel Local / Regional Tourism Offices TUI DMO Destination Marketing Organization Winter/Summer Destinations Swiss Tourism Associations and Institutions ,[object Object]
 FIF University Bern, IDT University St. Gallen
 Public Law: ST
 Private Law: STV, SSSV, SRV, STAR, SCIB, SDM, VSB,City Destinations Business Travel
Key players in Swiss tourism Secoseco.admin.chEN mySwitzerlandstnet.chDE/FR STV 			swisstourfed.chEN Hotellerie Suisse		hotelleriesuisse.chDE/FR Gastro Verbandgastrosuisse.chDE/FR GDI				gdi.chEN University Bern		fif.unibe.chEN University of St. Gallenidt.unisg.chEN
Stars and other basic categories Backpacker-Lodge ,[object Object]
There is a common room available
cooking facilities where guests can prepare their own food, or inexpensive cuisine on offer.
The Backpacker-Lodge is open to guests on a 24 hour basisSource: www.hotelsterne.ch
CUBE Savognin
Stars and other basic categories Apartment hotel / Residence The Apartment hotel/Residence’ is a hotel which for the most part consists of spacious living units with cooking facilities.  Reception standard, safety standards and a superior standard of apartment configuration are guaranteed according to the standards of specification. Source: www.hotelsterne.ch
Adagio City Aparthotel Berlin Kurfürstendamm
Stars and other basic categories 0-stars These hotels cannot be classified since the minimum number of 5 rooms is not reached or since they do not comply with the infrastructure standards of the 1-star hotel category (in terms of infrastructure). Source: www.hotelsterne.ch
Nullsternhotel
Stars and other basic categories 1-star Simple but clean hotels with at least hot and cold running water Floor bathrooms or shower and WC’s are available In addition to the organizational safety precautions, an emergency telephone Color television/ radio in the reception area/lounge.  The overall furnishings are simple and practical.  A simple breakfast is served.  The range of services is limited to a minimum. Guests appreciate the reasonable price.  Source: www.hotelsterne.ch
Berggasthaus Aescher
Stars and other basic categories 2-star Difference with regard to 1-star categoryAs a rule, more than half of the rooms have bathroom units; furnishings and rooms are of better quality.  Source: www.hotelsterne.ch
Lej da Staz
Stars and other basic categories 3-star Difference with regard to 2-star categoryQualitatively better materials, greater choice of rooms and expanded range of services. As a rule, all rooms have bathroom units.  Source: www.hotelsterne.ch
Tralala Hotel Montreux
Stars and other basic categories 4-star Difference with regard to 3-star categoryGreater choice of rooms and more up-market facilities. The guests expect high service quality and intensity. Source: www.hotelsterne.ch
Coeur des Alpes
Stars and other basic categories 5-star Difference with regard to 4-star categoryLuxurious business character, flawless state of the overall facility and superb service quality. Bold spatial conception throughout the hotel. The guests expect international luxury hotel hospitality of the highest standard. Source: www.hotelsterne.ch
The Dolder Grand
Specialisations Excellent Cuisine Business Hotel Drive In Hotel Family Hotel Holiday Hotel Health Hotel Golf Hotel Design Hotel
Specialisations Conference Hotel Eco Hotel Seminar Hotel Tennis Hotel Bike Hotel Hiking Hotel Wellness Hotel Gay & Lesbian Hotel
Service chain Holiday experience Information Feedback Departure Shopping/Activities Hotel/Rest. Arrival Information Feedback Check out Activities Stay Check in Hotel stay Homepage Social Network Print Direct Mail Advertising Etc. Welcome Check in room Room Wellness Night life Hotel  Restaurant ProgramsAnimation PaymentFarewell SurveyPhoneCustomer Loyalty
Housekeeping
Marketing Cooperations Marketing cooperation (Swiss Tourism, Destinations, Worldhotels, Best Western, matterhornvalleyhotels.ch etc.) Franchise (McDonald’s, Starbucks, Accor, etc.) Lease (Different Hotel Groups) Management by (Different Hotel Groups)
Marketing Target Groups Business Traveller Leisure Traveller Empty Nester / Baby boomers Generation X Youngsters / Generation Y Families / Generation Travellers Business women 	(www.ladysfirst.ch)  Single Travellers
Customer needs They want to … have outstanding service quality be excited experience something new experience an unusual approach experience added value not only value for money have individual, interactive and high-quality hotels
Figures 2008 Switzerland 37.3 Mio. room nights 16 Mio. arrivals 127’923 rooms 241‘345 beds 54.4% rooms occupancy 44.5% beds occupancy 235’00 employees 28’000 hotel & restaurants
Figures 2008
Figures 2008
Figures 2008
Figures 2008

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Replace Michael Boehler

  • 1. Bern University of Applied Sciences nomadcityWhat‘s behind Hospitality 25.02.10
  • 2. OUTLINE Who I am Key players in Swiss tourism Stars and other basic categories Specialisations Marketing Service chain Customer needs Figures 2008 Hospitality Trends
  • 3. Who I am Currently living in London with my family Since 20 years in the hotel industry Trained chef and waiter Hotel Management School Bachelor of Science in Marketing & Economics Lived in Switzerland, Austria, South Africa, Australia and on a cruise liner. Worked in 4, 5* Hotels, small restaurants and in renowned restaurants
  • 4.
  • 5. FIF University Bern, IDT University St. Gallen
  • 7. Private Law: SHV, Gastrosuisse, Union HelvetiaAgrotourism Camping
  • 8.
  • 9. FIF University Bern, IDT University St. Gallen
  • 11. Private Law: STV, SSSV, SRV, STAR, SCIB, SDM, VSB,City Destinations Business Travel
  • 12. Key players in Swiss tourism Secoseco.admin.chEN mySwitzerlandstnet.chDE/FR STV swisstourfed.chEN Hotellerie Suisse hotelleriesuisse.chDE/FR Gastro Verbandgastrosuisse.chDE/FR GDI gdi.chEN University Bern fif.unibe.chEN University of St. Gallenidt.unisg.chEN
  • 13.
  • 14. There is a common room available
  • 15. cooking facilities where guests can prepare their own food, or inexpensive cuisine on offer.
  • 16. The Backpacker-Lodge is open to guests on a 24 hour basisSource: www.hotelsterne.ch
  • 18. Stars and other basic categories Apartment hotel / Residence The Apartment hotel/Residence’ is a hotel which for the most part consists of spacious living units with cooking facilities. Reception standard, safety standards and a superior standard of apartment configuration are guaranteed according to the standards of specification. Source: www.hotelsterne.ch
  • 19. Adagio City Aparthotel Berlin Kurfürstendamm
  • 20. Stars and other basic categories 0-stars These hotels cannot be classified since the minimum number of 5 rooms is not reached or since they do not comply with the infrastructure standards of the 1-star hotel category (in terms of infrastructure). Source: www.hotelsterne.ch
  • 22. Stars and other basic categories 1-star Simple but clean hotels with at least hot and cold running water Floor bathrooms or shower and WC’s are available In addition to the organizational safety precautions, an emergency telephone Color television/ radio in the reception area/lounge. The overall furnishings are simple and practical. A simple breakfast is served. The range of services is limited to a minimum. Guests appreciate the reasonable price. Source: www.hotelsterne.ch
  • 24. Stars and other basic categories 2-star Difference with regard to 1-star categoryAs a rule, more than half of the rooms have bathroom units; furnishings and rooms are of better quality. Source: www.hotelsterne.ch
  • 26. Stars and other basic categories 3-star Difference with regard to 2-star categoryQualitatively better materials, greater choice of rooms and expanded range of services. As a rule, all rooms have bathroom units. Source: www.hotelsterne.ch
  • 28. Stars and other basic categories 4-star Difference with regard to 3-star categoryGreater choice of rooms and more up-market facilities. The guests expect high service quality and intensity. Source: www.hotelsterne.ch
  • 30. Stars and other basic categories 5-star Difference with regard to 4-star categoryLuxurious business character, flawless state of the overall facility and superb service quality. Bold spatial conception throughout the hotel. The guests expect international luxury hotel hospitality of the highest standard. Source: www.hotelsterne.ch
  • 32. Specialisations Excellent Cuisine Business Hotel Drive In Hotel Family Hotel Holiday Hotel Health Hotel Golf Hotel Design Hotel
  • 33. Specialisations Conference Hotel Eco Hotel Seminar Hotel Tennis Hotel Bike Hotel Hiking Hotel Wellness Hotel Gay & Lesbian Hotel
  • 34. Service chain Holiday experience Information Feedback Departure Shopping/Activities Hotel/Rest. Arrival Information Feedback Check out Activities Stay Check in Hotel stay Homepage Social Network Print Direct Mail Advertising Etc. Welcome Check in room Room Wellness Night life Hotel Restaurant ProgramsAnimation PaymentFarewell SurveyPhoneCustomer Loyalty
  • 36. Marketing Cooperations Marketing cooperation (Swiss Tourism, Destinations, Worldhotels, Best Western, matterhornvalleyhotels.ch etc.) Franchise (McDonald’s, Starbucks, Accor, etc.) Lease (Different Hotel Groups) Management by (Different Hotel Groups)
  • 37. Marketing Target Groups Business Traveller Leisure Traveller Empty Nester / Baby boomers Generation X Youngsters / Generation Y Families / Generation Travellers Business women (www.ladysfirst.ch) Single Travellers
  • 38.
  • 39. Customer needs They want to … have outstanding service quality be excited experience something new experience an unusual approach experience added value not only value for money have individual, interactive and high-quality hotels
  • 40. Figures 2008 Switzerland 37.3 Mio. room nights 16 Mio. arrivals 127’923 rooms 241‘345 beds 54.4% rooms occupancy 44.5% beds occupancy 235’00 employees 28’000 hotel & restaurants
  • 46.
  • 47. Hospitality Trends Hotel trends Staging, scene marketing, event marketing Medical Resorts, Health Tourism Brand hotel, budget hotels, luxury hotels Design, theme and boutique hotels Regional, authentic Think global – act local
  • 48. Hospitality Trends Design trends: Minimalism (purity), strict, clear lines Elegant, natural materials Plant world (green-style) Contrasts (well-measured irritation) Lounge, seating in ¾-height Outdoor courts, even in winter Toilets: unisex washrooms
  • 49. Hospitality Trends Emotional Trends Cocooning instead of coolness Normal instead of extreme Social mix instead of ghetto Regional instead of global
  • 50. Hospitality Trends Finance and investment Trends Buy to use and let Service Apartments Service Villas
  • 51. Think outside the box Is it absolutely necessary to have a reception? Does the hotel need a kindergarten or could it be a public nursery? Could a hotel be run like airline? How will Generation Y book a hotel? Over Twitter, Facebook, LinkedIn, Xing, by Text Message? Is the mobile phone our new key for the hotel door? Do we get a text message in the future when the room is ready?
  • 52.
  • 53. Thank you very much! Q&A Contact Details: Michael Böhler Flat 3, Garraway Court, 92 Wyatt Drive, London SW13 8AG M: 0044 78 555 45 75 E: michael.boehler@me.com