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

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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?


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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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How is Germany doing on its goal of 2 million Indian tourists?

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At an annual media meeting today, April 16, in Delhi, India, Romit Theophilus, Director of Marketing & Sales Office India for the German National Tourist Office (GNTO), said it was hoping for growth of 6 to 8 percent.

The ultimate goal of the GNTO is to increase its tally of Indian tourists to 2 million a year by 2030, up from the present figure of 921,123 visitors overnight in 2018, making for growth of 8.1 percent.

The famous Bauhaus art school, which opened in Weimar in 1919, is celebrating 100 years this year, and steps are being taken to promote this art, design, and architecture as part of this tourism drive. 2020 will see the 250th anniversary of birth of Beethoven.

The German National Tourist Office is promoting the concept of affordable hospitality, stressing that tourists can enjoy leisure and other activities at costs cheaper than other European nations. The focus on a summer cities campaign is on the urban city, romance, holidays on the water, sightseeing, as well as art and culture.

Jasper Wieck, Deputy Head of Mission for the German Embassy, added a new dimension, pointing out that the two countries, India and Germany, have emotional links and mutual affection dating back centuries. He recalled that Tagore had also played a part in Indo-German links and that the number of students from India in Germany had doubled in the last 5 years, standing at 17,500. In addition, yoga is being practiced by a significant number of Germans and studies on India are being offered in over 16 universities and institutes.

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Sharjah Ruler Opens Historic Dh 6-Billion Khorfakkan Highway

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HH Sheikh Dr Sultan bin Mohamed Al Qasimi, Supreme Council Member and Ruler of Sharjah, accompanied by HH Sheikh Saud bin Saqr Al Qasimi, Supreme Council Member and Ruler of Ras Al Khaimah, and HH Sheikh Sultan bin Mohammed bin Sultan Al Qasimi, Crown Prince and Deputy Ruler of Sharjah, inaugurated on Saturday the new Khorfakkan highway. Extending 89 kilometers and with an estimated cost of Dh 6 billion, the new highway is the latest addition to the world-class roads network of Sharjah and the UAE, linking the arterial Emirates Road (E611) in Sharjah with Wadi Shi Square in Khorfakkan.
HH the Ruler of Sharjah and HH the Ruler of Ras Al Khaimah inspected the intersections, tunnels and underground crossings of the new highway that passes through deserts, plains and mountains. The highway includes 14 intersections, and 7 underground crossings along with five pairs of tunnels dug through high mountains. These include Al Sidra Tunnel (2700 metres), which is the longest covered mountain tunnel in the Middle East.

Their Highnesses also inspected Al Rafisah Dam, one of the most important family tourism destinations in Khorfakkan. Spanning a total area of 10,684 square metres, it includes a mosque, outdoor seating area for 300 people, car parking for 45 vehicle, a walkway, and three playing areas spanning 410 sqm.

Foundation Stone
HH Ruler of Sharjah laid the foundation stone for the branch of Arab Academy for Science, Technology and Maritime Transport in Khorfakkan on this occasion. The Academy will grant students a bachelor’s degree in applied, theoretical and maritime sciences. He also inaugurated the Khorfakkan Lakes and Fountains Project at the entrance of Khorfakkan. It features 4 lagoons and a number of fountains. It is surrounded by cedar trees in all directions, transforming the place into a massive park.
He also unveiled the Resistance Monument, which bears a historical and symbolic significance for the city’s authentic heritage, and is a testament to the steadfastness of the Khorfakkan people in the face of the Portuguese invasion in the early 15th century.
The leaders also went up to the top of the mountain, where the unique Al Rabi Tower sits, which is distinguished by its unique architecture, to unveil the memorial plaque of the tower that introduces the tower and the history of its construction. He also inaugurated “Al Adwani Tower” located on a hilltop near the Khorfakkan Port besides unveiling a memorial plaque for the excavations of the ancient Khorfakkan wall.
“Khorfakkan 1507”
Later, the leaders attended the premiere of the film “Khorfakkan 1507” which is inspired by the book, “Khorfakkan’s resistance against the Portuguese invasion of September 1507” authored by HH Sheikh Dr Sultan bin Mohamed al Qasimi. The film has been produced by the Sharjah Broadcasting Authority in cooperation with Get Go Films Ltd.
More than 300 people, including Emirati and Arab artists and producers, took part in the making of the historical film. The film was shot on the shores of Khorfakkan and the ancient city. Through the film, HH Ruler of Sharjah aims to promote the idea of Khorfakkan’s resistance at that important era of the country’s history, and to introduce current generations to the hardship suffered by Khorfakkan and its rebels due to the Portuguese unlawful invasion and occupation.

Key Projects
On this occasion, HH Sharjah Ruler also announced that many more projects will continue to be developed in Khorfakkan to increase the beauty of the city, and provide it with all educational, sports and leisure facilities.

He also promised to develop Shis area along the lines of Al Rafisah besides establishing Khorfakkan Sports City. The projects at the entrance of Khorfakkan will also continue with a new Clock Tower being built along with the Cultural Palace which will include theatres, libraries and halls for all cultural activities, he added. HH Ruler of Sharjah also promised a new corniche project that will extend from Zubarah beach to Luluah areas, and will be named Al Sabihiyah Beach. Also he announced that the Khorfakkan branch of Sharjah University would be developed into the Khorfakkan University within 2 years.

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Genting Cruise Lines welcomes Explorer Dream to its fleet

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Genting Cruise Lines welcomed the third member of its Dream Cruises’ fleet with the christening and inaugural homeport deployment of Explorer Dream in Shanghai Wusongkou International Cruise Terminal. Explorer Dream is the first newly-launched cruise ship of the post-recalibration period in the Chinese cruise industry and her arrival also marks Dream Cruises’ debut in Eastern China, with the cruise liner purposely-built and recently renovated for the Asian and Chinese luxury market. Leveraging on the deployment of Explorer Dream, Dream Cruises’ first 200,000-tonne Global Class ship, set to debut in 2021, will also celebrate her inaugural deployment in Shanghai as the largest cruise ship to homeport in the Asia-Pacific.

Honorable guests Mr. Su Ping, Vice Magistrate of Shanghai Baoshan District Government and Mr. Hui Lim, Deputy Chief Executive Officer and Executive Director of Genting Hong Kong were joined by management executives and over 500 guests at the ceremonial launch event. The christening ceremony featured Ms. Grace Chen, the godmother of Explorer Dream and one of the most influential fashion innovators in China. The innovative christening was activated by her magic wand of dreams and aspirations and the spirit of exploration was symbolised by a majestic unicorn that led the iconic Dream Cruises’ mermaid out of the ocean and into a new realm, where she will embark on the quest to discover new horizons across the seas. With the traditional breaking of the champagne bottle against the bow of the ship, Explorer Dream officially begins her journey with Dream Cruises.

“Dream Cruises is the most recognized cruise brand in Southern China due to World Dream being positioned in the dual homeports of Guangzhou and Hong Kong. However, as we all know, the Eastern and North Chinese market is five times larger than the south and Dream Cruises will be building two 204,000 gross ton “Global Class” ships to be launched starting early 2021 in Shanghai and Tianjin to accommodate this market. These two ships, being built in our own shipyards Germany, are also designed to be the most advanced and intelligent cruise ships ever to be constructed,” said Mr. Hui Lim, Deputy Chief Executive Officer and Executive Director of Genting Hong Kong. said, “In order to prepare the foundations and increase Dream Cruises’ brand awareness in East and North China, we are pleased today to welcome “Explorer Dream” in Shanghai as the third ship in our Dream Cruises fleet.”

Explorer Dream is the second cruise ship of Genting Cruise Lines to homeport in Shanghai, made possible by the tremendous support of the Shanghai Baoshan District Government. Mr. Su Ping, Vice Magistrate of Shanghai Baoshan District Government said, “In July 2017, Genting Cruise Lines launched the Golden Sea Route 7-night itinerary in Shanghai, which garnered the Best Itinerary Award during the Shanghai Cruise Tourism Festival. In October 2018, a strategic Memorandum of Understanding was signed between the Baoshan District Government and Genting Cruise Lines to forge a new partnership. Now, the inaugural arrival of Explorer Dream, the newest member of Dream Cruises in Shanghai, will bring forth distinctive and premium cruise travel products to propel the optimal development of the cruise industry in China.”

After the inaugural ceremony, Grace Chen presented a spectacular fashion show at sea aboard the ship. Eighteen models showcased her Voyage collection and walked the runway on the Palace Pool Deck, where guests enjoyed a visual feast inspired by the spirit of exploration and discovery, both of which are the brand essence of Dream Cruises.

Since its launch two years ago, Dream Cruises has garnered numerous accolades for its two cruise ships, Genting Dream which debuted in 2016 and World Dream in 2017, including Star Performer Top Ten Ratings in the Large Resort Category, “Most Popular Family Cruise Brand in China 2018” by Global Times, Top 5 Cruise Lines in the Large/Medium sized cruise ship category by Conde Nast Traveler’s Gold List and more.

Built with German craftsmanship, Explorer Dream measures 268 meters in length and 32 meters in width. She has a total gross tonnage of 75,338 tons, 928 cabins and lower berth capacity of 1,856 passengers. The signature, luxury “ship within a ship” enclave of Dream Cruises – The Palace, provides an unprecedented “True Asian Luxury” experience to discerning travelers in China and Asia, boasting an industry leading staff to guest ratio, a majority of its suites at over 40 square meters, as well as Proprietary Butler Training endorsed by affiliated company Crystal Cruises – The World’s Most Awarded Luxury Cruise Line.

A generous variety of culinary options will also be available to cater for every taste – from inspired Asian flavours to exquisite Western delicacies. Acclaimed Australian Chef Mark Best will extend his influence on to Explorer Dream with his Seafood Grill by Mark Best serving up the ocean’s bounty in a spectacular al fresco setting. Signature Dream dining favorites will also take pride of place on the new ship including Umi Uma for Japanese delights, Silk Road for traditional Chinese fare, Blue Lagoon for Southeast Asian comfort food and Palm Court for informal refreshments and breath-taking views. For adventurous foodies, the all new Mozzarella Ristorante e Pizzeria will tantalize with a modern fusion of classic Italian dishes and pizzas with a Japanese twist.

Guests of Explorer Dream can also enjoy thematic programs on their journeys at sea including “The Connoisseurs Circle” bespoke enrichment program, featuring inspirational talks and events that are especially curated for guests of The Palace, such as a fashion talk by Grace Chen, the godmother of Explorer Dream.

As the fastest cruise ship in Asia, Explorer Dream offers a great variety of itineraries and flexibility. Sailings from Shanghai homeport will take guests on cruises to popular destinations in Japan that range from 3-night to 6-night itineraries, such as the 3-night cruises to Kyoto, Osaka or Kobe, or the 2-night round-trip cruise to Okinawa. In the month of April, when cherry blossoms in Japan are in bloom, guests can enjoy the dazzling floral display on shore, complemented by authentic Japanese experiences on the cruise, such as specialty dishes featuring Japanese Wagyu beef and pork, tuna cutting performances, Yukata trials, poolside festivals and more.

Starting from 1 July, Explorer Dream will begin her homeport deployment in Tianjin with more summer cruise options for family travelers, who will enjoy the renowned stage productions of Kaixin Mahua at sea. Taking the first step to evolve Dream Cruises into “Asia’s Global Cruise Line” by sailing outside Asian waters, in October 2019, Explorer Dream will homeport in Sydney and Auckland where she will embark on a variety of seven-night weekly itineraries to “Down Under” destinations.

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South East Asia Hotel Investors’ Summit returns to Westin Grande Sukhumvit, Bangkok

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The South East Asia Hotel Investors’ Summit returns for its third edition in May and will again feature top executives from both hotel owning groups and management companies and a range of cutting-edge topics.

SEAHIS focuses heavily on the issues facing hotel property investors. What topics are top-of-mind at the moment? Simon Allison, Chairman of hotel owners’ alliance HOFTEL which organizes the Summit notes:

The market in South-East Asia is generally booming, but investors in hospitality properties still face numerous challenges. These include:

• The need to pay numerous fees and taxes, to the online travel agents, to the brands and to the governments which between them can take almost half of what a guest pays the hotel

• The challenge of the sharing economy and of new forms of accommodation

• Oversupply as new properties get built

• The one-sided contracts which some hotel brands impose on them

• The dangers of relying too heavily on a single inbound market, like China – as the fall-off in demand in Phuket after the boat disaster showed last year

• Acquisitions of boutique brands by the majors – can these make money for their buyers and for the owners of the properties they manage

The last point is very much a relevant topic at the moment given the vast sums recently paid by Intercontinental for a stake in Six Senses, by Hyatt for Two Roads and by GIC for a stake in CitizenM.

These issues will be addressed at SEAHIS by many of the region’s most senior hotel and travel executives including Suchad Chiaranussati, CEO of SC Capital; Dillip Rajakarier, CEO of Minor International; Thomas Willms, CEO of Deutsche Hospitality; Brian Williams, Deputy Chairman of Swire Hotels; Aron Harilela, CEO of Harilela Hotels; Stephan Vanden Auweele, Chief Hospitality Officer of Asset World Corporation (TCC); Piyaporn Phanachet, CEO of U City; Andrew Langdon, SVP Development Asia, Accor; Mike Orgill, Director, Public Policy, Airbnb and Jake Stein, Senior Director, Owner Relations at Expedia.

“Last year almost 50% of all attendees were from groups which own or develop hospitality real estate, said Simon Allison, CEO of HOFTEL. “They want exciting and sometimes controversial content and we aim to deliver that. Our speakers are senior and so are most of the audience, so it’s a highly informed debate.”

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