Hotel & Motel Management - July 7, 2008 - (Page 17) www.HotelMotel.com/digital_edition HotelMotel.com | H&MM July 7, 2008 Satisfaction Trends levels of customer satisfaction than hotels in other parts of the world. The brands delivering the most customer satisfaction are The Ritz-Carlton, Four Seasons Hotels and Oberoi Hotels & Resorts. For booking hotel reservations, people traveling to the Middle East prefer using travel agents (16 percent more often than global average) and are less likely to book online (20 percent less often, compared to the global average). Middle East travelers also are more satisfied with their reservation experience, posing a challenge to efforts aimed at increasing online bookings. Hotels in the Middle East obtain high scores for employee attitudes, compared to global industry averages, and guests feel considerably more “elegant” in Middle East hotels compared to hotels in other parts of the world. Middle East hotels also scored highly for other guest emotions, including “sophisticated,” “relaxed,” “welcome” and “important.” According to Smith Travel Research, Dubai in particular topped global markets in the luxury chains, upper-upscale chains and luxury independents category with an average daily rate of $362.12. But guests often say they are not receiving corresponding value for the high prices. Guests in Middle East hotels rate “value for price paid” lower than the global industry average. Among Middle East chain hotels, some properties were criticized for having a substandard product, and some guests were affected by the growing pains of a burgeoning hotel industry. Middle East hotels scored poorly for “proper functioning lights, etc.,” and “hotel phones answered quickly.” While Middle East hotels currently are filling rooms with premium pricing, this will be hard to maintain. Guests are harder to satisfy when they return, and, as room supply swells, Middle East hoteliers will have to work hard to provide value. hmm@questex.com Jonathan Barsky and Lenny Nash work for Market Metrix LLC (www.MarketMetrix.com), a firm that provides customer and employee programs for the hospitality industry. For more information, call (800) 239-7515. 17 IN THE details Keeping up with rapid growth Customer satisfaction higher than other areas Employees, guest emotions exceed expectations Lower value for price than global average Middle East becoming center of travel A By Jonathan By Lenny Barsky Nash H&MM H&MM Columnist Columnist mid stagnating world markets, the Middle East is one of the global hotspots for the hotel industry. According to Christopher Nassetta, president and c.e.o. of Hilton Hotels Corp., “The center of gravity is moving east.” That growth is strongest in the Middle East, especially in Saudi Arabia and the United Arab Emirates, where there are aggressive plans for expansion, new brand launches, soaring revenue and rates, mega projects and more. But how are hotels currently living up to this challenge? The Market Metrix Hospitality Index includes regional results for major hotel markets internationally. Here are some highlights from the Middle East hotel guest survey. According to guests, hotels in the Middle East provide, on average, higher HBO® THEATRICALS * HBO HAS 18 OF THE TOP 25 BOX OFFICE HITS OF 2007 SHREK THE THIRD TRANSFORMERS™ HARRY POTTER AND THE ORDER OF THE PHOENIX 300 THE SIMPSONS MOVIE RUSH HOUR 3 FANTASTIC FOUR: RISE OF THE SILVER SURFER I NOW PRONOUNCE YOU CHUCK & LARRY HAIRSPRAY OCEAN’S THIRTEEN EVAN ALMIGHTY watch Your Guests Expect It SM CIRCLE NO. 118 *Source: boxofficemojo.com, Box Office through 3/25/08 (Top 100 Titles). ©2008 Home Box Office, Inc. All rights reserved. HBO® and Your Guests Expect ItSM are service marks of Home Box Office, Inc. ©2007 Warner Bros. Harry Potter Publishing Rights ©J.K. Rowling. HARRY POTTER, characters, names and related indicia are trademarks of and ©Warner Bros. All rights reserved. The Simpsons TM & ©2007 Twentieth Century Fox Corporation. All rights reserved. HASBRO, TRANSFORMERS and all related characters are trademarks of Hasbro. ©2007 Hasbro. http://HotelMotel.com http://www.HotelMotel.com/digital_edition http://www.MarketMetrix.com
Table of Contents Feed for the Digital Edition of Hotel & Motel Management - July 7, 2008 Hotel & Motel Management - July 7, 2008 Contents Brands Target Eastern Markets New Peer Network Promotes Innovation Noble Makes Moves Despite Slow Market Perspective Legally Speaking On Finance AAHOA Update Satisfaction Trends Trends & Stats HotelWorld Update Guest Column 2008 Purchasing Survey Refrigerators Transportation In-Room Ammenities Revenue Management Ad/Editorial Index Marketplace Classifieds Checking Out Hotel & Motel Management - July 7, 2008 Hotel & Motel Management - July 7, 2008 - Hotel & Motel Management - July 7, 2008 (Page 1) Hotel & Motel Management - July 7, 2008 - Hotel & Motel Management - July 7, 2008 (Page 2) Hotel & Motel Management - July 7, 2008 - Contents (Page 3) Hotel & Motel Management - July 7, 2008 - Noble Makes Moves Despite Slow Market (Page 4) Hotel & Motel Management - July 7, 2008 - Noble Makes Moves Despite Slow Market (Page 5) Hotel & Motel Management - July 7, 2008 - Perspective (Page 6) Hotel & Motel Management - July 7, 2008 - Perspective (Page 7) Hotel & Motel Management - July 7, 2008 - Legally Speaking (Page 8) Hotel & Motel Management - July 7, 2008 - Legally Speaking (Page 9) Hotel & Motel Management - July 7, 2008 - Legally Speaking (Page 10) Hotel & Motel Management - July 7, 2008 - Legally Speaking (Page 11) Hotel & Motel Management - July 7, 2008 - Legally Speaking (Page 12) Hotel & Motel Management - July 7, 2008 - Legally Speaking (Page 13) Hotel & Motel Management - July 7, 2008 - On Finance (Page 14) Hotel & Motel Management - July 7, 2008 - On Finance (Page 15) Hotel & Motel Management - July 7, 2008 - AAHOA Update (Page 16) Hotel & Motel Management - July 7, 2008 - Satisfaction Trends (Page 17) Hotel & Motel Management - July 7, 2008 - Trends & Stats (Page 18) Hotel & Motel Management - July 7, 2008 - HotelWorld Update (Page 19) Hotel & Motel Management - July 7, 2008 - Guest Column (Page 20) Hotel & Motel Management - July 7, 2008 - Guest Column (Page 21) Hotel & Motel Management - July 7, 2008 - Guest Column (Page 22) Hotel & Motel Management - July 7, 2008 - Guest Column (Page 23) Hotel & Motel Management - July 7, 2008 - 2008 Purchasing Survey (Page 24) Hotel & Motel Management - July 7, 2008 - 2008 Purchasing Survey (Page 25) Hotel & Motel Management - July 7, 2008 - 2008 Purchasing Survey (Page 26) Hotel & Motel Management - July 7, 2008 - 2008 Purchasing Survey (Page 27) Hotel & Motel Management - July 7, 2008 - Refrigerators (Page 28) Hotel & Motel Management - July 7, 2008 - Refrigerators (Page 29) Hotel & Motel Management - July 7, 2008 - Transportation (Page 30) Hotel & Motel Management - July 7, 2008 - Transportation (Page 31) Hotel & Motel Management - July 7, 2008 - Transportation (Page 32) Hotel & Motel Management - July 7, 2008 - Transportation (Page 33) Hotel & Motel Management - July 7, 2008 - Transportation (Page 34) Hotel & Motel Management - July 7, 2008 - Transportation (Page 35) Hotel & Motel Management - July 7, 2008 - In-Room Ammenities (Page 36) Hotel & Motel Management - July 7, 2008 - In-Room Ammenities (Page 37) Hotel & Motel Management - July 7, 2008 - In-Room Ammenities (Page 38) Hotel & Motel Management - July 7, 2008 - In-Room Ammenities (Page 39) Hotel & Motel Management - July 7, 2008 - In-Room Ammenities (Page 40) Hotel & Motel Management - July 7, 2008 - In-Room Ammenities (Page 41) Hotel & Motel Management - July 7, 2008 - Revenue Management (Page 42) Hotel & Motel Management - July 7, 2008 - Revenue Management (Page 43) Hotel & Motel Management - July 7, 2008 - Ad/Editorial Index (Page 44) Hotel & Motel Management - July 7, 2008 - Ad/Editorial Index (Page 45) Hotel & Motel Management - July 7, 2008 - Ad/Editorial Index (Page 46) Hotel & Motel Management - July 7, 2008 - Ad/Editorial Index (Page 47) Hotel & Motel Management - July 7, 2008 - Marketplace (Page 48) Hotel & Motel Management - July 7, 2008 - Classifieds (Page 49) Hotel & Motel Management - July 7, 2008 - Classifieds (Page 50) Hotel & Motel Management - July 7, 2008 - Classifieds (Page 51) Hotel & Motel Management - July 7, 2008 - Classifieds (Page 52) Hotel & Motel Management - July 7, 2008 - Classifieds (Page 53) Hotel & Motel Management - July 7, 2008 - Checking Out (Page 54) Hotel & Motel Management - July 7, 2008 - Checking Out (Page 55) Hotel & Motel Management - July 7, 2008 - Checking Out (Page 56)
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