Deloitte’s annual European Hotel
Industry Survey, released to coincide with the conference, indicated Amsterdam remains the number-one choice of hotel investors in Europe, with Paris in second place ahead of London. Yet Scriven pointed out: “London remains the largest hotel investment market in Europe, worth e bELOOLRQ LQ WKH ODVW
ە PRQWKV
The biggest concern he sees is “how businesses will resource their operations. Will they be able to recruit? Will people ە".8 EH DEOH WR FRPH WR WKH The sector has already seen “a major
drop in those coming to the UK from KH VDLG ZLWK WKH LPSDFW ەHSRUX( HDVWHUQ felt most strongly in London. “A lot of hoteliers say the only way to get enough ە JRRG SHRSOH ZLOO EH WR SD\ PRUH He forecast: “Labour and the quality
of labour will be top of the agenda for the next five years. There is a supply of good candidates for middle management. The issues are around entry-level positions. People don’t want to stay on the national minimum wage. The industry needs to be better at communicating the career paths in the industry. It needs to be able to say, ‘You can start at entry level and progress’. Businesses try to bring in qualified people ە EXW DW WKH ORZHVW SRVVLEOH FRVW However, he said: “The industry
has proved hugely adaptable. It needs to ensure a voice at the table with government but can’t just rely on the government. It needs to step up how it ە DWWUDFWV UHFUXLWV WUDLQV DQG UHWDLQV SHRSOH
AUTOMATION AND DATA
Technology is ever-more important in the sector. Yet Scriven insisted: “Where automation is important is behind the scenes – less in the category of robotic vacuum cleaners or robots on the front ە GHVN WKDQ WKH EDFN RIILFH He dismissed some high-profile
tech innovations as “gimmicks’, saying: “Robotics on a check-in desk does the industry the biggest disservice. Interaction with a bot does not add value.
ONE IN TWO UK holidaymakers
plan to stay at a four or five-star hotel for their next holiday (Figure 50). The research
suggests no overall increase in preference for homestay or
‘peer-to-peer’ accommodation among UK outbound
holidaymakers since 2015
Being told to check in at a kiosk at a ە OX[XU\ KRWHO ZRXOG EH XQDFFHSWDEOH At the same time, he said: “There
are hotel companies which still receive printouts of bookings and someone has to type them into the system. The industry needs to allow staff to deal with the ە FXVWRPHU H[SHULHQFH Key to this is customer data. Scriven
said: “Data is not the most exciting [topic], but how many times do guests show up at a hotel and it gets their data and preferences wrong? It’s an everyday experience. “Predictive analytics is clearly where it
is heading – understanding the consumer and reaching out to them in a more DW WKH HUۑH:“ %XW KH VDLG ە WDUJHWHG ZD\ beginning of that journey. Personalisation has got better but has not reached a mature state. I can’t point to anyone who has made a leap forward in the last
FIGURE 50: LIKELY ACCOMMODATION: NEXT OVERSEAS HOLIDAY
Camping/caravan 2% +1 +2
Cruise 6%
Homestay 4% B&B 4%
0
-3 -1
Hotel 2/3 star 12% Self-catering
villa/ apartment 13%
+1
% +6 +1-2 55%
10 20 30 40 50 60
5% 0 16-24 25-34 35-44 -2 0 +4 +2 56% 52% 42% 48% 4-5 star hotel
2-3 star hotel Self-catering Homestay
17% 13% 9% 9% 13%12% 6% 4% 45-54 17% 16% 3% 55+ 15% 10% 1%
Source: Kantar/ Service Science
0 +6 -2
By age -5
-2
Hotel 4/5 star- plus 50%
+4
% change year on year
-1 +5 -4 +1
All holidaymakers Other/
don’t know 9%
Those with children +1 Cruise 1%
Camping/caravan 2% -1
Homestay 3%
Self-catering villa/
apartment 14%
-1
Hotel 2/3 star 13%
+1 0 +1
B&B 6%
Hotel 4/5 star- plus 55%
+1
Other/don’t know 6%
+7 0
-6
0
% point change y-o-y
Travel Weekly Insight Report 2019-20 33
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