Zeeland 29 november 2012

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Bouwbesluit 2012 Terugdringen loze meldingen Gebruiks- en bouwbesluit worden één. Produktcertficaat vervalt, uitsluitend inspectiecertificaat. Verplichte directe doormelding voor hotels groter dan 250m2 vervalt.

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De PowerPoint presentatie van mijn bijdrage in Goes.

Transcript of Zeeland 29 november 2012

Page 1: Zeeland 29 november 2012

Bouwbesluit 2012

Terugdringen loze meldingen

Gebruiks- en bouwbesluit worden één.

Produktcertficaat vervalt, uitsluitend

inspectiecertificaat.

Verplichte directe doormelding voor hotels groter dan 250m2 vervalt.

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NHC

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European developments (commissionar Fidanza)

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“Stars spreading the news” –

Welcome to the Hotelstars Union!

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New potential HSU members

Only Hotrec countries can joinFrance and Spain are now ’observators’Cyprus will be visited in FebruaryGreece has asked for a meeting with the boardFlemish association has been visitedItaly has 18 different classification systems and Federalberghi is looking at implecations of joining.Israel has applied but can not join as they are not a Hotrec country.

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Fundaments Hotelstars Union

Patronage of Hotrec

Common criteria (>99%)

One country – one vote

Unanimous decisions

Managing Board, Secretariat

Marketing, brand, IT

21 HOTREC principles

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21 principles

Accurate informationTransparancyFollow legal requirement1-5 starsRegular controls on siteSystematic guest complaintsFollow market requirementsCooperation with other countries

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The system

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ob

ject

ive

crit

eria

sub

ject

ive

crit

eria

Columns of classification as of today

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ob

ject

ive

crit

eria

sub

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crit

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gu

est

revi

ews

Future columns of classification?

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“classification nucleus“

fire

safe

ty

name it

En

viron

men

tal p

rotectio

n

barrier-free

name it

secu

rity

specialisationThe nucleus

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Headlines

Content Criteria no.Building/Rooms 1-29Furniture/Equipment 30-155Service 156-223Leisure 224-242Arrangement of offer 243-252In-house conference facilities 253-270

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Brussels, 1 March 2011

www.hotelstars.eu 17

Minimum criteria121104835344

max. Punktzahl: 842

90170

250

380

570

80

80

130

190

80

0

100

200

300

400

500

600

700

800

900

1 star 2 stars 3 stars 4 stars 5 stars

Po

ints

"Superior"Minimum points

Maximum points: 860

System of minimum and optional criteria

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• All rooms with shower/ toilet in the room• Daily room cleaning• Expanded breakfast• A public telephone/ fax service available• Beverages available• Non-smoking area in the breakfast-room• Soap or body wash• All rooms have colour -TV• Deposit possibility

• Breakfast buffet• Bath towels• Bath essences or shower gel• Seats according to number of beds• Reading light next to the bed• Cashless payment• Hygienic articles available• Linen shelves

• Reception opened 12 hours; 24 hours within call• Luggage service• Beverages offered in rooms• Telephone in the room, internet access• Restaurant • Systematic complaint handling• Bilingual employees• Hair dryer, additional pillow on demand

Short messages (excerpt of criteria)

• Reception opened 18 hours; 24 hours within call• Minibar or 24 hours room service• Bath robe and slippers on demand• Cosmetic mirror• Systematic client inquiry• Comfortable arm chair / couch• Laundry and ironing services• Hotel lobby, restaurant, hotel bar• Sewing service• “À la carte”-restaurant

• Reception opened 24 hours, multilingual staff, concierge• 24 hours meals and drinks with room service• Suites• Internet-PC in the room, qualified IT-support service• Reception hall, hotel bar• Mystery guesting• Personalized guest welcome with flowers and/or sweets in the room• Laundry and ironing services within 12 hours, shoe polish service• Turndown service in the evening• Luggage service

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Brussels, 1 March 2011

www.hotelstars.eu 19

Minimum sizes of rooms?

Double room sizes – 4 stars

Denmark

Austria Germany Czech Republic

France UnitedKingdom

24 m² Resort 23 m²

City17 m²

22 m² 16 m² 16 m² 8,4 m²

Single

&

double

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Next revision

2014 but discussions to start 2012Unanimous decision

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Austria Czech Republic

Germany Hungary

The Netherlands

SwitzerlandSwedenLatvia Lithuania

Estonia

?

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Prague, 14 December, 2009

www.hotelstars.eu 26

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60

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60 points = best ranking and 1 point = worst ranking)base 2008: n = 1.333 2003: n = 1.024

Shower / Bath and toilet en-suite

Calm sleeping

Breakfast buffet

TV in room

Telephone in room

Parking / Garage

Restaurant in hotel

Maintenance / General impression

Credit card acceptance

Size of room

Size of beds

Indoor pool / heated outdoor pool

Non-smoker‘s rooms

Meals included

Ranking from 2003 total

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60

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37

46

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Regional food

Guest supply articles

Satellite- / Cable-TV

Air conditioning in room

Elevator

Luxurious bath equipment

Lobby with seats

Sauna / Steam bath

Hotel- / Regional information

Luggage rack

Gym

Wellness offers

Guest oriented staff

Safe

Package offers

Garden / Beach

Top 30

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Hygiene articles available (e.g. tooth brush, disposable razors, nail file)

Figures in percentage / cumulated valuesBase: n = 1.333

n.a. 1 = from 1 star hotel 2 = from 2 stars hotel

3 = from 3 stars hotel 4 = from 4 stars hotel 5 = from 5 stars hotel

2,0 10,434,4

80,5 96,6 98,0

Lobby with seats

n.a. 1 2 3 4 5

2,7 7,7 21,356,1

91,8 97,3

n.a. 1 2 3 4 5

2,4 15,145,4

86,6 96,4 97,6

Telephone in room

n.a. 1 2 3 4 5

1,433,2

63,793,2 97,9 98,6

Shower/bath en-suite

n.a. 1 2 3 4 5

2,0 16,948,6

88,7 97,4 98,0

TV in room

n.a. 1 2 3 4 5

3,0 5,3 23,070,0

94,5 97,0

Beverage service resp. minibar

n.a.. 1 2 3 4 5

Expectations

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Change happens…

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50

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1998

2003

2008

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1998

2003

2008

48

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1998

2003

2008

25

43

44

1998

2003

2008

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1998

2003

2008

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1998

2003

2008

Telephone in room

Size of beds

Credit card acceptance

Air conditioning in room

Guest supply articles

Elevator

60 points = best ranking and 1 point = worst ranking)base 2008: n = 1.333 2003: n = 1.024 1998: 774

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Figures in percentBasis: n = 1.333

* e.g. by HolidayCheck, TripAdvisor or HRS

40,7

29,9

27,8

11,3

3,0

1,3

64,9Personal recommendation

Star classification

Brand name of hotel

Hotel review on the web*

Certificates of hotel

Others

Selected by company

Importance for choice

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Boekingsites

“Why join the navy when you can be a

pirate?”

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“Why join the navy when you can be a

pirate?”

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Wist u dat….

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Jaarlijkse commissiebetalingen in Nederland worden geschat op …

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€ 81.000.000

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Een echt schateiland voor Online Travel Agents

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We hebben geprobeerd ze op hun eigen terrein aan te pakken met een eigen website

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Het was niet succesvol

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We hadden niet genoeg budget om te concurreren

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Maar als je niet zoveel kunt besteden moet je misschien slimmer zijn, zoals een piraat…

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Een Nederlands verhaal waarvan we de uitkomst niet kennen..

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Een Nederlands verhaal waarvan we de uitkomst nog niet kennen..

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Marktaandelen

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Distribution channel 2009 2010

Walk – ins 4,7% 4,2%

Direct contact 46,2% 37,6%

Eigen website 13,4% 15,4%

Eigen systeem 7,3% 9,0%

Boekingsite 20,4% 23,9%

Reisbureau / touroperator 8,0% 7,4%

Veilingsites 2,5%

Source: KPMG Hotel benchmark

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The Stockholm syndrome

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• De gijzelaar ‘houdt van’ de

gijzelnemer.

• We hebben OTA’s nodig.

• We hebben geen rate parity nodig.

• We hebben geen last room availability nodig.

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De vereniging zou willen brullen

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De zwakste schakel

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Help hoteliers zich zelf te helpen

• Laten we weg zien te komen van de bodem van de voedselketen.

• Ga voor het meest waardevolle kapitaal: de gast

• 10 items om leden te helpen met strategisch management van boekingen.

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Onze tips voor hoteliers

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1. Altijd de beste prijs ook op de eigen website!

2. Maak een keuze uit de websites die u wilt gebruiken.

3. Geef vroegboekkorting in plaats van last

minutes korting.

4. Overweeg te stoppen met preferred partnership; het is

geen usp.

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5. Verleidt de gast tot rechtstreeks boeken door zgn pay-offs

6. Gebruik social media om met de gast in contact te komen.

7. Moedig reviews aan en reageer altijd!

8. Accepteer de voorwaarden niet klakkeloos.

Onze tips voor hoteliers

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9. Wees boekbaar!

10. Last, but not least: maak je eigen database met gasten informatie

Onze tips voor hoteliers

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Kleine waarschuwing

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