OPINION: When hoteliers emerge from 2020, the business will be hard

[webfact]

OPINION

 

When hoteliers emerge from 2020, the business will be hard

 

 

Is it time re-imagine the guest relationship?

 

Globally, more than a hundred million travel and hospitality jobs will be lost in 2020 due to Covid-19. Here in Phuket, where I moved in 1988 as the opening general manager at Amanpuri, we have seen as many as 60,000 job losses in the hotel sector alone, which accounts for 86,000 registered rooms, and at this moment there is no light at the end of the tunnel, nor any date for Phuket-bound International flights on the horizon.

 

More than four months have passed with no local infections on Phuket. Yet passenger arrivals have plunged and there are no imminent signs of recovery, despite the country opening up to domestic air travel and guests from Bangkok becoming our “weekend warriors”.

 

Thailand deserves high praise for its decisive actions in late March that successfully managed the spread of Covid-19 yet in closing the kingdom to all non-resident foreigners, Phuket island now finds itself at an inflexion point as local demand cannot stem the dramatic losses on Phuket, nor reverse the rapidly escalating financial and social crisis, especially in the tourist town like Patong, Kata and Karon, etc. 

 

From the very earliest days at Amanresorts, founder Adrian Zecha schooled us to make guests feel as relaxed as if they were staying in the home of a friend, which built an experience that wasn’t purely transactional, and I feel we took this even further at Trisara. 

 

Over 30 years dealing with guests on Phuket, it’s clear that our is a business built on meaningful human connections, and as travellers start to move again in 2021 we have a unique opportunity to reconsider a few cookie cutter policies that annoy guests. 

 

Its time to get our staff back to work, for restaurants and tourist business to reopen so that Phuket can breathe again. 

 

As President of the Phuket Hotels Association, our 78 members to prepare for the inevitable return of international arrivals. After several aborted plans, the Thai government is considering ‘green bridges’ or “bubbles” that may allow entry to foreigners from countries or regions with little or no Covid-19 infections, hopefully from countries such as New Zealand, Singapore, Taiwan, China and Australia.

 

However, It’s going to be a very slow climb back to any reasonable numbers – thus a buyer’s market for years and those hotels that create even more special experiences, and soften some of the policies born in the 1990’s when it was a seller’s market, will emerge with greater guest experiences and social media will spread these in a positive way. 

 

With this in mind, I propose we offer a new “Guest Bill of Rights”.

 

• Frontline staff needs to be empowered to make more decisions, such as giving guests reasonable refunds or credit when they complain about an actual mistake. We all know felt the irritation as the last impression at check-out, with your flight take-off time looming, as the reception staff disappears to ask an invisible manager about removing an erroneous charge for that Toblerone you didn’t eat.

 

• Overcharging for cookie-cutter minibars is over. We can and should customise the minibar with healthy (and not so healthy, this is a holiday after all) options including authentic, hygienic and plastic-free packaged local treats. Guests would buy more too, as mini bars are mostly poor investments. My favourite is the totally free local mini bar at The Greenwich, Robert De Niro’s hotel in New York. 

 

• No more ‘nickel and diming’ on the hotel bill. We owe it to our guests to stop profiting off necessary conveniences like bottled water with breakfast, Internet and hotel laundry.

 

• Goodbye to 50% or even 100% room charges for late check-outs. Let’s be better at allocating rooms. There should always be a private space for guests who arrive before 2 pm and if hotels are not 100% full, guests should be able to leave after midday without being whacked with a half-day charge. 

 

• Breakfast should be included, full stop, and let breakfast finish late. Since there is nothing more luxurious than a long, relaxed breakfast on a holiday, guests should not have to rush down to their first meal of the day simply because the chef wants to start prepping for lunch at 10 am.

 

• We can and must protect our fragile Island, the planet at the same time. Drinking water should be in glass bottles, plentiful and complimentary. There must be a unilateral end to plastic shampoo bottles and laundered garments shrouded in cling plastic have to go. In Phuket, we challenged our member hotels to remove plastic water bottles in 2018, which resulted in a reduction of six million plastic bottles from our landfills. 

 

Our industry’s humble beginnings offer valuable lessons for any hotel’s future success. What was not optional for a medieval innkeeper should guide the 21st-century hotelier: buy local, being support for our local communities, engagement with and protection of the local environment.

 

Are you checking in?

About the author – Anthony C.J. Lark

• Founding and existing President of The Phuket Hotels Association, focusing on Sustainability, education of Thai students in hospitality schools and destination marketing for the 78 member hotels.

• 32 years in development and management of S.E. Asia’s finest resorts and hotels, including openings of Amanpuri – Phuket,  Amandari – Bali,  The Strand – Myanmar, Trisara – Phuket, including Phuket’s first and only Michelin Star restaurant at Trisara.

• Multi-year recipient of “World’s Best General Manager” – Gallivanters Guide, and many World’s Best resort accolades in Conde Naste Traveler, Robb Report and Travel and Leisure, for Amanpuri and Trisara. 

 

Anthony now owns and runs his own luxury hospitality company focused on Resort and Residential Villas design and master plan concepts, management auditing of existing properties, supported by world-class associates from many fields. 

 

Source: https://thethaiger.com/hot-news/tourism/when-hoteliers-emerge-from-2020-the-business-will-be-hard

 

-- © Copyright The Thaiger 2020-11-02

 

- Whatever you're going through, the Samaritans are here for you

- Follow Thaivisa on LINE for breaking COVID-19 updates

[RichardColeman]

12 minutes ago, webfact said:

Globally, more than a hundred million travel and hospitality jobs will be lost in 2020 due to Covid-19. 

add to that say 200 millions jobs world wide for the stupidity of nations closing and we have 300,000,000 jobs and families losing their lives, income and houses for 1 million deaths (95% of which were old and and too fat), and the figures just dont add up anymore (if they ever did)

[Chelseafan]

The 1 Million deaths were mitigated by the lockdown back in April, had countries not done that, the figure would have been a lot higher. We're already starting to see the number increase because people are stupid hence another lockdown.

What else do you think we should do?

 

[Oldie]

1 hour ago, RichardColeman said:

add to that say 200 millions jobs world wide for the stupidity of nations closing and we have 300,000,000 jobs and families losing their lives, income and houses for 1 million deaths (95% of which were old and and too fat), and the figures just dont add up anymore (if they ever did)

"95% of which were old and and too fat"

 

Wait till i get my hands on you... ????

[steven100]

hang on a minute Anthony   !!   .....  don't worry, the Chinese are coming, TAT said so  ...  !

[nobodysfriend]

3 hours ago, webfact said:

passenger arrivals have plunged and there are no imminent signs of recovery, despite the country opening up to domestic air travel and guests from Bangkok

 

no surprise here ...

 

 

3 hours ago, webfact said:

local demand cannot stem the dramatic losses on Phuket, nor reverse the rapidly escalating financial and social crisis,

 

financial and social crisis ... will there be an end to it soon ? Guess not ...

 

 

3 hours ago, webfact said:

our 78 members to prepare for the inevitable return of international arrivals

 

INEVITABLE ?

 

 

3 hours ago, webfact said:

It’s going to be a very slow climb back to any reasonable numbers

 

Looks like ...

 

 

3 hours ago, webfact said:

Drinking water should be in glass bottles, plentiful and complimentary. There must be a unilateral end to plastic shampoo bottles and laundered garments shrouded in cling plastic have to go. In Phuket, we challenged our member hotels to remove plastic water bottles in 2018, which resulted in a reduction of six million plastic bottles from our landfills. 

 

That is one of the few good things the virus brought , together with the ameliorations for tourists in hotels .

[ChrisKC]

2 hours ago, Chelseafan said:

The 1 Million deaths were mitigated by the lockdown back in April, had countries not done that, the figure would have been a lot higher. We're already starting to see the number increase because people are stupid hence another lockdown.

What else do you think we should do?

 

Sorry to say this is true. Many countries are suffering from rising infections due to people not observing some sense and even whinging and rebelling against what are seen as impositions on their freedom. Of course, their are serious consequences economically and inevitable inconveniences but as ChelseFan says, "what else can anybody do"

Regarding Governments worldwide, it's damned if you, damned if you don't. The Health experts have warned consistently that a second wave was almost certain and now it's here...

 

I know many folks on this forum believe that Thailand's current situation is manufactured; manipulating the figures, not much testing, therefore no infections, etc. But on balance, we are in one of the best places on the planet (with just about the entire world being affected far worse in reality)

 

Governments in general are not to blame - look no further than the people they are trying to help!

 

[miamiman123]

The airline industry WW is going bust as we speak. 
If this is so and the CV continues, how in the world do you think that any country w a hotel industry would ever survive even past 2026? 

[hotchilli]

3 hours ago, steven100 said:

hang on a minute Anthony   !!   .....  don't worry, the Chinese are coming, TAT said so  ...  !

It's the Chinese that make me worried....

[maddermax]

All I can say to the first contributor, Richard Coleman, is that one day you too may be old and not appreciate such comments. Us oldies still have a lot to contribute to the world and particularly Thailand in the current crisis.

It is those of us with pensions and other income who are keeping most restaurants, bars, etc, open. We are lucky that we don't have to rely on ageists like you.

[thairookie]

5 hours ago, webfact said:

As President of the Phuket Hotels Association, our 78 members to prepare for the inevitable return of international arrivals. After several aborted plans, the Thai government is considering ‘green bridges’ or “bubbles” that may allow entry to foreigners from countries or regions with little or no Covid-19 infections, hopefully from countries such as New Zealand, Singapore, Taiwan, China and Australia.

 

Inevitably, China - the origin of the Wuhan virus who withheld information including the number of infected cases - is squeezed into the small list as countries with "little or no Covid-19 infections.

 

Listen again : China has little or no Covid-19 infections!

 

[ChipButty]

10 minutes ago, maddermax said:

All I can say to the first contributor, Richard Coleman, is that one day you too may be old and not appreciate such comments. Us oldies still have a lot to contribute to the world and particularly Thailand in the current crisis.

It is those of us with pensions and other income who are keeping most restaurants, bars, etc, open. We are lucky that we don't have to rely on ageists like you.

You are right, where I live lots of retired ex pats live, so it's the pensions and savings that is keeping the locals in business take them out of them equation then the locals would really be suffering,  I know some builders and all their work is coming via Farangs if that stopped they would have no work

[howbri]

I'm one of the "oldies" at 78 and I agree with Mr. Coleman. The covid  hysteria has killed many more than the virus itself with lockdowns,  loss of income and business. How many people are able to survive their current status without income for 9-12 months (and much longer it appears). Governments ARE to blame, at least the swamp dwellers and globalists who are in fact socialists and communist. Their only goal is control, control, control. Well soon these freaks won't have anything to control.

[NCC1701A]

don't worry the pandemic will be over in two days. 

[DJ54]

OP Anthony the article was a good read and doable. I’m retired now

prior business travel 30 years Southwest US and APAC. Whether 

Business or Holiday having a comfortable accommodation makes

a huge difference. 

 

Hotels / Resorts that can accomplish most if not all of the ideas

in long run will see how treating people with a good atmosphere and staff that really care and there’s a lot out their (Thailand) not

only you have a satisfied customer first stay and return customers.

 

Wish all the hoteliers success in making Thailand a go to destination for many years to come....

[chang1]

28 minutes ago, howbri said:

The covid  hysteria has killed many more than the virus itself with lockdowns, 

Are you sure that is a fact or is it just an uninformed guess?

The first lockdown was being reported as saving many lives and not just from covid19.  Less people were dying at work, on the roads and especially there was a big fall in deaths due to improved air quality. 

 

[johnnybangkok]

6 hours ago, RichardColeman said:

add to that say 200 millions jobs world wide for the stupidity of nations closing and we have 300,000,000 jobs and families losing their lives, income and houses for 1 million deaths (95% of which were old and and too fat), and the figures just dont add up anymore (if they ever did)

You keep banging this drum whilst conveniently ignoring the fact that there was 'only' 1 million deaths' precisely because countries locked-down and self-isolated.

There are many reports on how many would have died worldwide if this hadn't been done and the numbers are staggering (7 million at the low end, 40 million at the high end). What number would have been big enough for you to say 'yeah, that's too much'? 2 million dead? 7 million dead? 30 million dead?

We all understand the horrible economic repurcussions for this (I personally have had to let 17 staff go) but with such staggering numbers of deaths predicted,  can anyone in all conscious say it would have been a 'good' price to pay just for economics sake?   

 

https://www.bbc.com/news/health-52968523

https://www.businessinsider.com/covid19-model-predicts-40-million-people-could-die-without-interventions-2020-3

[vacajan]

How Mr. Coleman feels about 1 million elders is unacceptable!  Those elders know the past from the 1940's to the 45th century.  Then people who no longer fit into society's image were horribly murdered in death camps.  Mr. Coleman will not worry about that.  I think it's disrespectful.  Hopefully you will grow old too, but whether you will contribute much to society with that mentality is very doubtful.

[chang1]

6 hours ago, RichardColeman said:

add to that say 200 millions jobs world wide for the stupidity of nations closing and we have 300,000,000 jobs and families losing their lives, income and houses for 1 million deaths (95% of which were old and and too fat), and the figures just dont add up anymore (if they ever did)

This is a common kind of comment I see but little thought seems to be given to the reasoning for it. 

My first question is how much is a human life worth? 

2nd - how many people are you willing to sacrifice to keep your job?

3rd - many of those who get covid19 and survive have ongoing health problems caused by it - how do you put a value on that?

4th - what restrictions, if any, would you put in place instead of lockdowns?

5th - how many people will die because they can't get treated in hospitals?

6th - how bad would it have to get before you would recommend a lockdown?

 

The last question is the most important as this is the point where it directly affects you. Remember you don't have to be infected with covid19 to be killed due to it. If hospitals are over run with patients then a relatively minor illness or injury could be fatal for you. Suddenly it is not just the old and fat that are dying. During winter in the UK our hospitals are stretched due to flue so add in covid19 when there is no spare capacity means other patients can't be treated. We are starting our 2nd lockdown this week not due to "hysteria" but due to real evidence about the spread of covid19 and its repercussions if we don't. 

[khunPer]

Many of the suggestions make good sense...

[chang1]

Also it would be far more than 1 million deaths. The 1 million are those that were not saved. There will be many more deaths before it ends despite lockdowns.

[hotchilli]

1 hour ago, NCC1701A said:

don't worry the pandemic will be over in two days. 

Anutin wants to cut that to one day.

[chang1]

Just now, khunPer said:

Many of the suggestions make good sense...

Only to luxury hotels the rest will just think of them as ways to lose money.

If the changes to breakfasts and minibars get introduced I will be happy. An overpriced minibar is a big turn off to me. I just fill them with my own beer. And as for being charged for WiFi anywhere these days is a rip off. 

Personally I dislike luxury hotels - too much BS and boring inmates. Give me a decent guest house anyday. Unfortunately the boss likes her little luxuries and a swimming pool (and the boy loves chocolate from the minbar).

[Tidybeard]

3 hours ago, ChrisKC said:

Sorry to say this is true. Many countries are suffering from rising infections due to people not observing some sense and even whinging and rebelling against what are seen as impositions on their freedom. Of course, their are serious consequences economically and inevitable inconveniences but as ChelseFan says, "what else can anybody do"

Regarding Governments worldwide, it's damned if you, damned if you don't. The Health experts have warned consistently that a second wave was almost certain and now it's here...

 

I know many folks on this forum believe that Thailand's current situation is manufactured; manipulating the figures, not much testing, therefore no infections, etc. But on balance, we are in one of the best places on the planet (with just about the entire world being affected far worse in reality)

 

Governments in general are not to blame - look no further than the people they are trying to help!

 

 

What do you think is going to happen when the lock downs stop ??? At some point in time you need to be exposed to a virus, and hope that your immune system can cope. The best thing that World Governments to have done would have been to set up huge manufacturing plants for Vitamin D and distribute it freely around the global population.

 

Anything else just delays the inevitable.... including Thailand

[Andy from Kent]

7 hours ago, webfact said:

Goodbye to 50% or even 100% room charges for late check-outs. Let’s be better at allocating rooms. There should always be a private space for guests who arrive before 2 pm and if hotels are not 100% full, guests should be able to leave after midday without being whacked with a half-day charge. 

 

We recently stayed at what on the Agoda site claimed was a 5 star hotel.     I don't really know the difference between a 4 and 5 star hotel.      I only know it was very nice and cost only 1700 baht which included an outstanding breakfast buffet.     Due to prior commitments we could only stay the  one night.

What really surprised me was  when we checked in the reception staff asked us when we planned to check out the following day.     I told them we would be leaving shortly after 10:00 A.M. and the clerk replied we were welcome to check out at 1:00 P.M. if we so chose.     I believe that's the fist time I've ever been proffered that.

Next time in Bangkok I know where we'll be staying.   It was right on the river as well.

 

 

[hotchilli]

8 hours ago, webfact said:

When hoteliers emerge from 2020, the business will be hard

More like cut-throat all trying to win any customers.

[chang1]

6 minutes ago, Andy from Kent said:

 

We recently stayed at what on the Agoda site claimed was a 5 star hotel.     I don't really know the difference between a 4 and 5 star hotel.      I only know it was very nice and cost only 1700 baht which included an outstanding breakfast buffet.     Due to prior commitments we could only stay the  one night.

What really surprised me was  when we checked in the reception staff asked us when we planned to check out the following day.     I told them we would be leaving shortly after 10:00 A.M. and the clerk replied we were welcome to check out at 1:00 P.M. if we so chose.     I believe that's the fist time I've ever been proffered that.

Next time in Bangkok I know where we'll be staying.   It was right on the river as well.

 

 

How long have they offered that? I doubt it would have been offered this time last year.

[Harry Fingerling]

6 hours ago, Chelseafan said:

The 1 Million deaths were mitigated by the lockdown back in April, had countries not done that, the figure would have been a lot higher. We're already starting to see the number increase because people are stupid hence another lockdown.

What else do you think we should do?

 

Carry on excluding everyone until it’s safe to do so. ????????

[chang1]

5 minutes ago, hotchilli said:

8 hours ago, webfact said:

When hoteliers emerge from 2020, the business will be hard

More like cut-throat all trying to win any customer

And then pad the bill more than ever.

[bobbin]

1 hour ago, howbri said:

I'm one of the "oldies" at 78 and I agree with Mr. Coleman. The covid  hysteria has killed many more than the virus itself with lockdowns,  loss of income and business. How many people are able to survive their current status without income for 9-12 months (and much longer it appears). Governments ARE to blame, at least the swamp dwellers and globalists who are in fact socialists and communist. Their only goal is control, control, control. Well soon these freaks won't have anything to control.

Don't worry...

 

At 78 you won't be "controlled" for long.