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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?

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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New US Cuban sanctions target tourism, remittances and banking

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The US is targeting Cuba with additional sanctions, including restricting travel to the island nation, limiting remittances, and sanctioning additional entities, White House national security adviser John Bolton said.

US citizens sending remittances to Cuba will be limited t $1,000 per person per quarter, Bolton said on Wednesday. Non-family travel will be restricted to reduce “veiled tourism” that benefits the Cuban government and military, he added.

“Through the Treasury Department, we will also implement changes to end the use of ‘U-turn transactions,’ which allow the regime to circumvent sanctions and obtain access to hard currency and the US banking system,” Bolton said in a speech to veterans of the 1961 Bay of Pigs invasion, when Cuban exiles tried to overthrow Fidel Castro’s regime.

The move comes a day after the White House announced it would stop issuing waivers on implementing the Helms-Burton law, which would penalize anyone in the world who did business with Cuban entities using property seized from US owners following the 1959 Cuban revolution.

Treasury has not officially announced the new sanctions, but Bolton said five entities will be added to the Cuban blacklist, including the military-owned airline Aerogaviota.

The US cut diplomatic ties with Cuba in 1961, and over the following decades imposed a wide range of sanctions on the island nation, just 90 miles south of Florida. Former president Barack Obama sought to soften the US policy in 2015, leading to the reopening of the US and Cuban embassies and loosening of travel restrictions.

In June 2017, however, Trump rolled back all of Obama’s changes, returning to a hardline policy on Cuba. Additional sanctions were introduced this year, as Trump administration has accused Cuba of and its military of occupying Venezuela and helping Nicolas Maduro’s regime to stay in power.

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North Korea abandoning tourism? Test fires weapon

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North Korean leader Kim Jong Un today witnessed the test-firing of a new type of tactical guided weapon.

The Korean Central News Agency said Chairman Kim Jong Un observed the firing of the weapon Wednesday by the Academy of Defense Science.

According to Beijing’s Global Times tabloid, North Korea wants to slow the pace of tourism as more foreigners are traveling to the country.

The agency reports that Kim said “the development of the weapon system serves as an event of very weighty significance in increasing the combat power of the People’s Army.”

The agency says Kim mounted an observation post to learn about the test-fire of the new-type tactical guided weapon and guide the test-fire.

The announcement came after reports of new activity at a North Korean missile research center and long-range rocket site where the North is believed to build long-range missiles targeting the U.S. mainland.

The White House said it was aware of the report and had no comment.

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Italian Exhibition Group returns to China to promote international tourism

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Italian Exhibition Group (IEG) is returning to China to promote international tourism business. The appointment is at the Shanghai World Travel Fair (SWTF), one of the major tourism industry expos of Eastern China, the 16th edition of which is being held from 18th to 21st April.

Over 750 exhibitors from 53 countries and regions of the world are awaited at the Shanghai Exhibition Center.

SWTF, co-organized by Europe Asia Global Link Exhibitions (EAGLE) – joint venture created by Italian Exhibition Group (IEG) and VNU Exhibitions Asia – and Shanghai International Convention & Exhibition Corp. Ltd (on behalf of Shanghai Municipal Administration of Culture and Tourism), offers the sector’s trade members a unique business platform and, for the general public, an all-round insight on tourism products, all in the largest tourism region of the Chinese market, Eastern China (China is the world’s largest outbound tourism market, with 149.72 million outbound journeys and a 14.7% increase in 2018).

With over 15,000 trade members expected and a public of 50,000 visitors, the 2019 edition of SWTF will host a busy calendar of appointments and new features. Visitors will explore tourist destinations from all over the world, including Argentina, Australia, Bulgaria, Cuba, Gabon, Germany, Italy, Japan, Kenya, Madagascar, Morocco, Papua New Guinea, Peru, Russia, Sri Lanka, South Korea, Tanzania, Turkmenistan and Vietnam. SWTF will highlight the entire tourism chain, starting with tourist offices, travel agencies and tour operators, OTA, hotel, airlines, theme parks and resorts, as well as travel services and insurance companies.

On a professional level, SWTF reconfirms its role as a great opportunity for matching to all effects. Over 3,000 B2B appointments with selected buyers from all over Eastern China will take part in the events and the panel scheduled on the latest trends in outbound tourism, organized in cooperation with China Travel Agent. Regarding this, an exclusive B2B area has been realized, which will be accessible to the sector’s trade members exclusively via a face detection system, in order to ensure the quality of the meetings with international suppliers.

Emerging destinations, digital marketing, developments on visa policies and MICE, are just some of the issues that will be covered in the panels by the sector’s opinion leaders, ready to share their successful case histories with the public. Plus, among the speakers, there will also be representatives of the top management of companies such as Ctrip, Tuniu, Uzai, Spring Tour and Tongshen Group, as well as the directors of the Tourism offices of New Zealand, Switzerland and Serbia with branches in Shanghai.

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Somatheeram, world’s first Ayurvedic resort, will join anniversary 25th edition of OTDYKH Leisure 2019

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Somatheeram will, once again, participate at the leading B2B travel exhibition OTDYKH Leisure, which will take place September 10-12, 2019.

Held in Moscow each year, OTDYKH leisure is a perfect start for the upcoming winter season on the Russian inbound and outbound market.

Somatheeram Ayurveda Group in Kerala, India is the foremost resort group in the world for authentic Ayurvedic treatments, Yoga and Meditation.

Founded by Baby Matthews in 1985, today Somathreeram has five deluxe Ayurvedic resorts in Kerala and enchanting houseboats in the backwaters.  The mission of the Group is “to offer the essence and soul of the ancient medical science of Ayurveda and the art of Yoga and Meditation.”

AYURVEDA is a 5000 year old Indian traditional system of medicine. The healing power of Ayurveda has the answer to almost every known ailment.   It is considered to be the oldest form of health care in the world. Ayurveda maintains good health and corrects unstable health. It ensures an honest balance between you, your body and nature.  Ayurveda medicines and supplements are composed only of substances taken from nature. Because they have no side effects, patients do not become physically or psychologically dependent on them.

Somatheeram offers all Ayurveda clinical treatments and treatment packages.  You can choose from rejuvenation therapy, detoxification/body purification, slimming/weight reducing, anti-stress/stress management and beauty care.

Somatheeram is one of over 900 companies participating in the exhibition from every corner of the globe. Once again, OTDYKH team is expecting an outstanding Indiana exposition. In 2018 the expo welcomed India with a record-breaking number of companies. The country was represented by the collective stands of India Tourism and by regional stands of Kerala, Andhra Pradesh, Goa, Indian Railway Catering and Tourism Corporation as well as by private resorts, hotels, hospitals and companies such as Caper, Sita Somatheeram etc.

Every year Somatheeram is using its presence at OTDYKH International Travel Market to showcase its wide and varied spectrum of Ayurveda treatments procedures.

Somatheeram team is looking forward to meet you at OTDYKH Leisure 2019, Moscow, Expocentre Fairgrounds, Pavilion 2, Hall 1.

Download a Somatheeram brochure.

If you are considering attending the show from September 10-12, 2019, please register free of charge online.

For information on exhibiting please contact Ms. Anna Huber at [email protected], International office: +43 1 230 85 35

eTN is a media partner for OTDYKH.

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No-show clients at Paris restaurants now must pay cancellation cash penalties

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Cafes and restaurants in the French capital have opted to follow the lead of hotels and guest-houses, and start charging their customers with cash penalties for late cancellation of reservations or failing to appear in time.

Hundreds of Paris eateries are currently adopting the system that is widely used in the hotel industry, the Times reports. Restaurants oblige clientele to leave details of their credit cards while making reservations, with big-name places warning customers over a potential charge in case of a no-show.

The measure is reportedly connected to losses the restaurants have to suffer, when people make several reservations for the same day and then cancel at least one of them without warning.

“Even in great restaurants customers cancel without having the slightest idea of the economic impact of their action,” the managing director of Les Grandes Tables du Monde, an association of top restaurants Nicolas Chatenier told the media.

Restaurants reportedly have to follow the trend due to French gastronomical habits, in particular fondness for lengthy meals. French cafes cannot allow two bookings for the same table, like restaurants in Britain and the US, as they cannot be sure that the first group will leave before the second one appears.

The financial losses due to no-shows are really significant, accounting for up to 30 percent of the restaurants entire revenue, according to Xavier Zeitoun, founder of a restaurant booking site Zenchef, as cited by the media. The businessman noted that 245 restaurants have adopted the new system so far.

Chatenier said that annual losses of an average Michelin-starred restaurant may total up to €150,000, stressing that one canceled table may wipe out the profits it could make in the evening.

To tackle the problem the Tour d’Argent restaurant has reportedly imposed a cancellation fee of €100 per head at lunchtime and €200 for the dinner service, while the 58 Tour Eiffel restaurant obliges clients who book a table and cancel less than ten days before the meal, to pay €86 per head.

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Qatar Airways partners with Rolls-Royce to trial its Virtual Reality training tool

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Qatar Airways is proud to be the global launch partner of Rolls-Royce’s new Virtual Reality training tool. Recognized for its ongoing commitment to innovation, Qatar Airways is the first airline to trial the ground-breaking new technology as part of its engineering training plan.

The new tool is designed to provide engineers with Rolls-Royce Trent XWB refresher training in a virtual environment without the need for a physical engine to work on. Qatar Airways engineers will be the first in the industry to experience this cutting-edge technology.

The Trent XWB, which powers the Qatar Airways A350 fleet, is Rolls-Royce’s largest engine and must be separated before engineers can transport it for maintenance and repair. Using HTC Vive equipment, engineers will be immersed in the process, using sight, sound and touch to separate the two parts of the engine in a virtual setting, without the complexity and cost of a real engine.

Qatar Airways Group Chief Executive, His Excellency Mr. Al Baker, said: “Qatar Airways is an airline of the future, and we constantly strive to deliver innovation in every area of our business. Our ultimate goal is to provide our customers with a quality on-board experience every time they travel, and by adopting the latest technology in our engineering department, we aim to ensure that they arrive at their destination smoothly and without disruption. We are very excited about the new Virtual Reality training tool offered by Rolls-Royce and we are proud that they have chosen Qatar Airways as their global launch partner.”

Rolls-Royce, President – Civil Aerospace, Mr. Chris Cholerton, said: “At Rolls-Royce we are designing, testing, and maintaining engines in the digital realm, so it makes sense that we bring cutting-edge technology to our training programmes. In the same way pilots complete elements of their training in a simulator, certain engineering tasks can be taught through Virtual Reality. Qatar Airways was the first customer to take delivery of the Trent XWB, and their forward-thinking vision across their business makes them the perfect launch partner for this technology.”

The Rolls-Royce Virtual Reality training platform trial follows Qatar Airways’ first venture into the world of Virtual Reality when it became IATA’s global launch partner of RampVR™ in August 2018. The award-winning system, pioneered by IATA, utilises the latest virtual-reality technology to simulate real air-side conditions for ground handling and ground service operator training. The RampVR™ system is being used by Qatar Airway’s Talent Development department to train their ground operations teams.

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‘Stable genius’ Trump to Boeing: Add ‘some great features’ & rebrand 737 MAX

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President Trump offered some unsolicited advice to aviation giant Boeing on how to tackle the problems with its Boeing 737 MAX model after worldwide grounding. The presidential wisdom fit into a single tweet.

The self-declared “very stable genius” bragged on Monday that his knowledge of branding helped him become president, and revealed what he would do if he “were Boeing.”

“I would FIX the Boeing 737 MAX, add some additional great features, & REBRAND the plane with a new name,” Trump said. “No product has suffered like this one. But again, what the hell do I know?”

Boeing is struggling to turn the tide for the popular model which was universally grounded after two crashes left a total 346 people dead and were apparently caused by the same faulty anti-stall system. The producer is accused of cutting corners to fast-track the passenger jet to the market and failing to properly train pilots on how to deal with malfunctions.

Trump complained last month about the level of automation on modern aircraft, saying the planes require “scientists from MIT” to pilot.

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American Airlines to keep its Boeing 737 MAX jets grounded until August

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American Airlines has chosen to keep its fleet of Boeing 737 MAX grounded until at least August 19, even if it means canceling 115 flights a day in summer season, as probes into the troubled jet continue and new sales have frozen.

The company, which owns 24 of the embattled jets that were involved in two recent deadly crashes, announced the decision in a letter to employees and customers. AA wants to ensure reliability “for the peak travel season and provide confidence to our customers and team members when it comes to their travel plans,” Chief Executive Doug Parker and President Robert Isom wrote.

The 737 MAX 8 airliners were grounded worldwide after a fatal crash of an Ethiopian Airlines flight, which killed 157 people on board. The incident came months after a crash of the same model operated by Lion Air was apparently linked to the same faulty flight control system.

Parker and Isom have at the same time expressed confidence in Boeing’s ability to fix the problem through software updates and changes to pilot training procedures. The US airline has 24 MAX planes in its fleet and is expected to get 16 more delivered this year. The grounding has already resulted in the cancelation of about 90 flights per day through early June, and the extension may put a strain on American’s ability to meet demand for seats during upcoming peak travel season. As many as 115 daily flights will have to be canceled in August, according to the letter.

The crashes have left Boeing open to criticism over the way it certified the fast-selling model, conducting some of the tests in-house with the permission of the Federal Aviation Authority. Critics say the producer cut corners to fast-track the new model to the market, compromising flight safety as a result.

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UK Foreign Office urged to update UAE travel warnings

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British legal group Detained in Dubai has urged the UK Foreign and Commonwealth Office (FCO) to update its UAE travel warnings to UK tourists in an open letter penned by the organization’s head, Radha Stirling.

“We have frequently called upon the FCO to provide more accurate information to Britons about the many risks they face in the UAE which the current advisory does not cover,” Stirling said. “It is simply not enough to warn people to obey the laws and customs, when very often the legal system itself poses a threat even to law-abiding tourists who may be subjected to false arrests, fabricated cases, forced confessions, torture, and lack of representation.”

Stirling’s letter specifically highlights the dangers inherent in the UAE’s Cybercrime laws, under which Laleh Shahravesh was prosecuted. In the letter to Permanent Under Secretary of State Sir Simon McDonald, head of the FCO, Stirling said:

“This warning is insufficient in light of the Shahravesh case, insofar as it does not explain that a British citizen can, in fact, be prosecuted if they ever visit the UAE, for posting material online in the UK which anyone inside the UAE may deem offensive.

It is vital for British citizens to be aware before traveling to the UAE that their entire social media history must adhere to UAE standards of acceptable content before they risk entering the country.”

The Cybercrime laws, she says, are irresponsibly vague and can easily be misapplied, as in Laleh’s case, in matters that have nothing to do with public endangerment, hate speech, or incitement to violence. “UAE Cybercrime laws subordinate the police, prosecutors, and courts to the tyranny of individual egos,” Stirling explained.

“If anyone in the UAE is offended by someone’s online content, even if they do not know that person, and even if that person posted the content in a different country; a criminal case can be made and an arrest warrant issued. It is an enormous threat to free speech well beyond the borders of the UAE.”

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