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Centara identifies technological and social trends that will shape the hospitality industry in the next 10 years

April 18, 2019 by Forimmediaterelease

Global hospitality is at a crossroads. In the last 20 years, technology has transformed every aspect of the guest journey, from online bookings to in-room services to post-stay feedback. But as technology continues to evolve and advance, what will the hotel industry look like 10 years in the future?

In the past, digitalization was largely driven by companies, 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 millennial travelers.

In light of these trends, Markland Blaiklock, Centara’s Deputy Chief Executive Officer, explains his vision for the future of the hospitality industry in the next decade:

“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 for change. This evolution will be part social and part technological, but the overall goal will be the same: to meet and exceed guests’ expectations,” he commented.

According to Mr. Blaiklock, Centara foresees three significant trends shaping its business, and the entire industry, going forward:

Travel and work life will become inseparable thanks to improved technology and faster connectivity. This trend 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 to 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 touchpoint, which will be personalized to the unique preferences every guest. In addition, big data insights will enable hotel staff to improve service quality in real time.

Delivering emotional experiences will be the ultimate goal of hotels. As technology takes over, many guests will go in search of authenticity, human interaction and genuine hospitality. The ability to predict and identify human emotions will be key to the success of hotels in the coming decades.

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, Thailand’s leading hotel operator, this balance is at the core of its strategic vision. In the coming years decades, the group will focus delivering warm Thai hospitality in line with the latest social and technological trends to create exceptional customer experiences.

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 travelers with friendly, simple and affordable accommodation and state-of-the-art amenities like smartphone integration, self-service check-in and a 24-hour lifestyle café concept. 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.

In many ways, COSI represents the future of hospitality. Its combination of connectivity, comfort and convenience enables guests to blend business and leisure travel, a key trend identified by Mr. Blaiklock. Across all of Centara’s six brands however, the group continues to roll out innovative new digital experiences.

Recent initiatives range from revamping the Centara website and mobile app for a seamless online experience, to launching a new central reservation system and revenue management system for global coordination. The new Chinese language, China-hosted website, social media pages and payment solutions are also positioning Centara to compete successfully in the world’s largest travel market.

Technology, however, is only one element of a successful strategy. Hotel guests will always be human beings, and the majority of humans visit a destination to experience its charm and culture, not to look at a screen. For Centara, the ability to deliver authentic Thai hospitality is something that can never be replaced by technology. By harnessing big data and personalization tools however, hoteliers can enhance every human interaction. Intuitive and rewarding loyalty programs like CentaraThe1 will play a major part in anticipating and delivering tailored experiences.

So digitalization really is the key; by using smart technology to identify and satisfy guest preferences, the hoteliers of the future will be able to create truly bespoke experiences for every guest.

Centara Hotels & Resorts is Thailand’s leading hotel operator. Its 68 properties span all major Thai destinations plus the Maldives, Sri Lanka, Vietnam, Laos, China, Oman, Qatar and the UAE. Centara’s portfolio comprises six brands -Centara Grand Hotels & Resorts, Centara Hotels & Resorts, Centara Boutique Collection, Centra by Centara, Centara Residences & Suites and COSI Hotels – ranging from 5-star city hotels and luxurious island retreats to family resorts and affordable lifestyle concepts supported by innovative technology. It also operates state-of-the-art convention centers and has its own award-winning spa brand, Cenvaree. Throughout the collection, Centara delivers and celebrates the hospitality and values Thailand is famous for including gracious service, exceptional food, pampering spas and the importance of families. Centara’s distinctive culture and diversity of formats allow it to serve and satisfy travelers of nearly every age and lifestyle.

Over the next five years Centara aims to double its size with additional properties in Thailand and new international markets, while spreading its footprint into new continents and market niches. As Centara continues to expand, a growing base of loyal customers will find the company’s unique style of hospitality in more locations. Centara’s global loyalty program, Centara The1, reinforces their loyalty with rewards, privileges and special member pricing.

For more information about Centara, please visit centarahotelsresorts.com.
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UNWTO Convenes Cities in Lisbon to Cooperate on a Sustainable and Inclusive Urban Tourism Agenda

April 8, 2019 by Forimmediaterelease

The first UNWTO Mayors Forum for Sustainable Urban Tourism, co-organized by the World Tourism Organization (UNWTO), the Ministry of Economy of Portugal and the Lisbon Municipality concluded Friday in Lisbon, Portugal. The event gathered Mayors and high-level city representatives from around the world, UN agencies and the private sector, to design a shared leadership aimed at ensuring that tourism helps creating cities for all.

Under the theme ‘Cities for all: building cities for citizens and visitors’, the forum explored issues and solutions for developing and managing tourism in cities in a way that promotes economic growth, social inclusion and environmental sustainability.

In a time of intense debate over the growing number of tourists and the livability and sustainability of cities, the forum exchanged ideas and good practices on urban tourism and destination management, discussed innovative tools and public policies on urban tourism at the national and local levels and way of promoting the integration of tourism into wider national and local urban development agenda.

“The income generated from tourism contributes significantly to the socio-economic and cultural development of many cities and its surroundings. Yet, the growth of urban tourism also creates important challenges in terms of the use of natural resources, socio-cultural impact, pressure on infrastructure, mobility, congestion management and relationship with host communities. Tourism policies should thus be designed as integrated urban policies that promote a well-balanced city economically, socially and environmentally” said UNWTO Secretary-General Zurab Pololikashvili opening the event.

The Portuguese Minister of Economy, Pedro Siza Vieira, acknowledged that “tourism is a major driver for the Portuguese economy. Portugal welcomes this first Mayors Forum as an international stage for discussing the challenges that urban tourism faces and how local communities can benefit the most from tourism. The Lisbon Declaration is a firm commitment from all participants so that tourism contributes materially to the Sustainable Development Goals”.

The Portuguese Secretary of State for Tourism, Ana Mendes Godinho, added that “social sustainability in tourism is one of the main priorities in our 2027 Tourism Strategy. We launched a Sustainability Program for the development of projects by the civil society that involve local populations and tourists so that tourism leaves value in the territories”.

The Mayor of Lisbon, Fernando Medina, said “The growth of tourism has important and positive economic impacts. Yet for managing such growth, ensuring sustainability and safeguarding the quality of life of Lisbon’s citizens requires more investment in infrastructure. In Lisbon, we are implementing measures such as increasing transport capacity and investment in urban infrastructure catering for residents and tourists.”

Issues discussed include big data and innovative solutions, new business models, creative cities and events, infrastructure, resources and planning, local community engagement and empowerment and how to ensure the full inclusion of tourism in the wider urban agenda.

Participating in the Forum were Gustavo Santos of Argentina, Secretary of State for Tourism of Argentina, Ana Mendes Godinho, Secretary of State for Tourism of Portugal, Isabel Oliver, the Secretary of State for Tourism of Spain, Mayors and Vice Mayors of 16 cities around the world (Barcelona, Bruges, Brussels, Dubrovnik, Helsinki, Lisbon, Madrid, Moscow, Nur-Sultan, Paris, Porto, Prague, Punta del Este, Tbilisi, Sao Paulo and Seoul), UNES>CO, UN Habitat, the World Bank, the European Committee of the Regions as well as Amadeus, Airbnb, CLIA, Expedia, Mastercard and Unidigital.

The Forum adopted the Lisbon Declaration on Sustainable Urban Tourism, in which participants reinforced their commitment to align urban tourism policies with the United Nations New Urban Agenda and the 17 Sustainable Development Goals, namely Goal 11 – ‘Make cities and human settlements inclusive, safe, resilient and sustainable’.

The Lisbon Declaration on Sustainable Urban Tourism will be presented at the twenty-third session of the General Assembly of UNWTO, to be held this September in St. Petersburg, Russia.

During the event, UNWTO Secretary-General and the Mayor Bakhyt Sultanov of Nursultan (Kazakhstan) signed an agreement for the hosting of the 8th UNWTO Global Summit on Urban Tourism, to be held on 9 to 12 October 2019.

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Welcome to Spain: WTTC Summit Opened in Seville

April 3, 2019 by Forimmediaterelease

This morning the World Travel and Tourism Council Summit 2019 opened in Seville, Spain.
A line up of top tourism leaders in the private industry together with political tourism leaders are meeting in the next two days at this event UNWTO Secretary-General today called the summit the most important days in the world of tourism.

The Travel & Tourism industry has been redefined by changemakers according to the theme of the event.

Speaking at the openings was:

Juan Manuel Moreno, President, The Regional Government of Andalusia
Hon Pedro Sánchez, President, Spain
Juan Espadas, Mayor, Seville
Zurab Pololikashvili, Secretary-General, UNWTO Pololikashvili
Christopher J. Nassetta, Chairman, World Travel & Tourism Council (WTTC) & CEO, Hilton.

Pololikashvili promised repeatedly the UNWTO will do many things together.


Gloria Guevara,  CEO of WTTC  pointed out the growth of the travel and tourism industry, 1.4 billion international arrivals, 4,4 billion people flying and 7 billion domestic trips are taken every year.
According to the WTTC CEO tourism growth numbers are the second highest in the world and contribute 8.8 trillion Dollars to economies.
Guevara pointed out that smartphones were only invented in 2007 and soon biometrics can be used to avoid lines at borders, check into hotels and replace identification documents altogether.
Gloria predicted driverless cars will bring travelers to hotels, and 5G technology will improve communication and emergency management.

Hon Pe dro Sánchez, President, Spain echoed a lot of these numbers and talked about big data, mentioned gender equalities. He said the leadership position of Spain in Travel and Tourism and he thanked delegates the support for tourism Spain received for 40 years. Investing in Security means investing in Tourism.

The president closed his speech in saying, we believe in equality. He pointed to delegates and said society needs you to build trust and not to build walls. Welcome to Spain!

Click for more news on WTTC

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Reimagining tourism for the future

March 22, 2019 by Forimmediaterelease

In the last decade or so, tourism has positioned itself as a critical variable in the development planning space and the development discourse globally. Today businesses, governments, international organizations as well as NGOs have established, or are establishing programs, initiatives and programs to facilitate tourism for development. Academic institutions have also been introducing, organizing or reorganizing ‘tourism’ as an important element of their curriculum. The University of the West Indies is no exception. Through its many courses, centers and institutes, the UWI has been preparing our Caribbean nationals for the expanding opportunities and benefits being presented by the growth of the tourism sector. But we have much more to do.

Tourism and Development

According to the UNTWO, WTTC, CTO, PATA and several other regional and global institutions, tourism has been recognized as that force, which accelerates human development, social and economic inclusiveness, increased entrepreneurship and self-employment, the generation of decent work, environmental sustainability and also support regional integration.

Indeed, the contribution of tourism to both national and regional development continues to be enormous and I dare say unmatched. Firstly, tourism is linked to the notion of a sustainable economy in several ways. The economic indicators show that Caribbean is the most-tourism dependent in the world, tourism is the main economic sector in 16 out of 28 Caribbean states and the total contribution of tourism to employment in the Caribbean is estimated at 2.4 million jobs according to the World Travel and Tourism Annual Report for 2018. In Jamaica tourism employs one in every four persons.

Beyond direct employment tourism and hospitality there are vast indirect opportunities for supplying inputs to tourism enterprises catering to the visitor experience in areas such as accommodations, food and beverage, cultural and creative arts, entertainment and recreation, agriculture, manufacturing, banking and finance and foreign exchange.

Tourism is also linked to the preservation of heritage and culture through the concept of experiential tourism. Most tourists travel to have authentic experiences that require that they partake in activities and consume and acquire products/goods that are indigenous to the countries they travel. Tourism thus helps to preserve natural and cultural resources while generating revenues and incomes for local populations.

To unlock the potential of tourism to contribute to inclusive growth and development our main focus at the Ministry of Tourism is to find innovate ways to reduce economic leakage in the tourism sector and to improve retention. This mandate is already being executed through our Linkages Network which has been coordinating policies and strategies designed to strengthen linkages with other sectors of the economy particularly the agricultural and manufacturing sector, strengthen the benefits derived from the industry by local residents and communities and promote broader participation by nationals.

We however recognize that the competitiveness 0f the Caribbean destinations will significantly rely on how well we prepare our people for the emerging opportunities. If Caribbean destinations are to remain globally-competitive and increase their share of the global tourist market, we must find ways to unlock new sources of competitiveness and comparative advantage.

Traditionally the tourism sector has enjoyed one of the highest rates of labor mobility of any segment of the economy. However, many of the opportunities taken up by our citizens are those that require low skill and offer limited prospect for economic mobility. This fact is largely attributable to the fact that the majority of the tourism-related jobs are deemed to require low to medium-level technical skills. The global tourism market is however becoming increasingly differentiated and segmented. Consequently, the continued growth of Travel & Tourism in the region will depend on the right people with the right skills being available to meet this demand for additional human capital. And we at the MOT have been working to create a paradigm shift in the local tourism space which will see our citizens accessing more substantive jobs and I will discuss this some more in a minute.

Many trends are impacting the skills needed to perform competently in tourism-related jobs such as digitalization and virtualization, the need for sustainable behaviors & practices, the growth of non-traditional segments, the changing demographics of international travelers (more youthful, more specific), changing lifestyles and consumer demands and the need for data-driven policies. Technology has had a significant impact on tourism-related employment as well as supporting and changing how services are delivered. While technology has downgraded certain skills in the tourism sector it has upgraded other skills, particularly in the areas of marketing, information and communication. Caribbean destinations must recognize the differing preferences of a new generation of younger travelers and the growing importance of online services and marketing, especially through mobile internet. The future of tourism lies in the manipulation and exploitation of ICT capabilities such as big data, big data analytics, machine learning, blockchain technologies, the Internet of Things, robotics etc. We thus need to urgently capitalize on the opportunities for high-skilled employment that are being generated in the ICT-related fields in tourism.

The growth of non-traditional markets in Europe, Asia and Central America will require increased focus on cultural studies and the development of competencies in various foreign languages. The increased focus on data-driven policies to better understand the emerging needs of markets, to analyze trends and to predict future patterns means that tourism development strategy must increasingly emphasize research-based skills. The evolving tourism market will require modern managerial skills that can drive performance improvements in the sector by raising productivity through better staff planning and scheduling, employing new technology and improving employee motivation, thereby reducing staff turnover. Most importantly , we must equip our citizens with the competitive business management and marketing skills that are required to operate successful tourism enterprises in this globalized era.

In the current dispensation, the hospitality sector has to contend with negative perceptions of low wages and the lack of career opportunities beyond entry-level jobs. Studies have found that many university students have a peripheral view of tourism. There is oftentimes scarce information and misconceptions about the skills required as well as the opportunities for career development. National governments must take a lead in developing a long-term workforce development strategy. Ideally, such a strategy would be developed within the broader context of improving the industry’s competitiveness and sustainability, since the increasing demand for skilled labor will continue to present a major challenge in all countries. It is highly recommended that strategies and their implementation should be carried out with the private and education sectors and embrace agreed-upon commitments from the industry.

A robust institutional framework is needed to determine the education and training policies and programs that will support a more attractive labor market and business environment in tourism which will allow the industry to maintain a sufficient and highly-qualified workforce and hence support the enhancement of productivity in the industry. My view is that while formal qualifications are not always required in tourism, their existence, and a widely available opportunity to obtain qualifications and competency development in tourism may contribute to raising the prestige of the occupation and the sector in general.

A study by the WTTC revealed that Travel & Tourism’s human capital challenges are significantly higher than those faced in other sectors with most countries in study projecting to face a talent ‘deficit’ or ‘shortage’ in Travel & Tourism over the next ten years. Talent development will also prevent many high-skilled positions from being filled by migrant workers. Both public and private sector are thus encouraged to act now to address the anticipated talent shortage.

Given the robust nature of UWI’s tourism portfolio which was recently expanded with the recent launch of the region’s first Global Tourism Resilience and Crisis Management Centre, here at UWI, changes in the tourism space, new instruction technologies, the ever diversifying nature of tourism, it is time for the UWI to reimagine its tourism portfolio and consolidate its programs, courses, institutes, centers, etc. under one roof here in one of the Caribbean’s mecca of tourism (Montego Bay) with the establishment of a school or a faculty of Tourism.

Indeed, UWIs global recognition as a powerful intellectual institution will position the UWI to make an even more substantive contribution to the development of the region through such a Faculty or School. Certainly, this effort would have my support, and, although I cannot speak for my Caribbean counterparts, I am more than certain it would also have the support of the government of the region. More specifically, in keeping with the mandate of the administration that I am apart of, I reiterate my commitment to promoting a sustainable tourism product that advances the well-being of local communities and that incorporates more local talent in the delivery of tourism services.

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