Presentation for the replace project at the Berne University of Applied Sciences Architecture, Wood and Civil Engineering

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

5. FIF University Bern, IDT University St. Gallen

6. Public Law: SGH

7. Private Law: SHV, Gastrosuisse, Union HelvetiaAgrotourism Camping

9. FIF University Bern, IDT University St. Gallen

10. Public Law: ST

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

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

17. CUBE Savognin

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

21. Nullsternhotel

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

23. Berggasthaus Aescher

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

25. Lej da Staz

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

27. Tralala Hotel Montreux

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

29. Coeur des Alpes

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

31. The Dolder Grand

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

35. Housekeeping

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

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

41. Figures 2008

42. Figures 2008

43. Figures 2008

44. Figures 2008

45. Figures 2008

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?

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