‘À la carte catering’ pilot

KLM Royal Dutch Airlines will launch a pilot project offering à la carte catering on board. Passengers travelling in Economy Class will be able to choose from four dishes on flights from Amsterdam to Bangkok and Taipei, Dubai, Cape Town, Singapore and Denpasar. Orders can be placed when checking in online. The pilot will run until the end of August this year,according to a press release from the airline.

Customers will be able to choose from meals including a healthy Japanese meal; an Indonesian rice table; a Bella Italia meal, Italian dishes, and a Sustainable dining meal of sustainable, organic chicken, vegetables and cheese. The meals can be ordered and paid for when checking in online between 30 and 24 hours prior to departure. They will cost €15 per dish.

“The wishes and choices of our customers are key. We will be testing them during the pilot project. Our aim is to align our products even more closely to what different customers want,” said Erik Varwijk, Executive Vice President of KLM Commercial.

Thon hotel ranks high

OSLO, Norway — Expedia® travelers have ranked Oslo’s Thon Hotel Europa among the world’s best hotels on this year’s Expedia Insiders’ Select™ list, according to a press release from the hotel.

The list formally recognises individual hotels worldwide that consistently deliver excellent service, a great overall experience and a notable value. The full list represents only a small percentage of the world’s top hotels from the more than 110,000 hotel properties offered on Expedia.

“Delivering our guests superior service is a top priority at Thon Hotel Europa,” said Christian Arnet, General Manager. “We are pleased that our efforts have been acknowledged by Expedia travelers and look forward to extending our high level of service to even more guests.”

The 2010 Expedia Insiders’ Select™ list is compiled on the basis of more than one million Traveler Opinions hotel reviews collected by Expedia, combined with a value rating and the local market expertise of more than 400 Expedia employees in local markets worldwide, resulting in an easy-to-browse list that provides travelers with a powerful way to find the perfect hotel using the trusted insight of other travelers like them. The list showcases the diverse selection of travel destinations and hotel properties.

Photo: A room at the Thon Hotel Europa in Oslo.

Air France back to normal

Following the French and European authorities’ decision to progressively lift air traffic restrictions in Europe, Air France can now guarantee a nearly normal flight schedule throughout its network today, Wednesday 21 April, according to a press release issued by airliner.

Since resuming its operations at both the Paris and French provincial airports, Air France has already transported over 40,000 passengers back to France.

Air France is doing all it can to help repatriate all its stranded passengers back to France and Europe.

Photo: An Air France A320 landing at Paris-Charles de Gaulle. Photographer: Philippe Delafosse

KLM Resumes Intercontinentals

KLM Royal Dutch Airlines expects to resume operating all its intercontinental (ICA) flights to and from Schiphol today. Every effort will be made to restore the schedule, operating according to the original flight times as far as possible, according to a KLM press release.

Several restrictions still apply to the flight schedule for Europe. A number of airports are still closed and flights are restricted to daytime hours at others. KLM expects to achieve a great deal today in restoring normal air traffic and operating around 70 percent of its scheduled flights within Europe. From 14:00 hours (CEST), KLM will nonetheless operate a number of its previously cancelled flights to the United Kingdom. The same applies to flights to several Scandinavian destinations as well. Only 75 passengers of the original group of KLM passengers stranded at Schiphol since Thursday, 15 April now remain.

KLM will be making every effort to resume scheduled flight operations as soon as possible, transporting passengers and cargo to their destinations worldwide. Capacity will be increased wherever possible. For example, an extra flight will be operated today to Curaçao and Bonaire, which will be expected to return to Amsterdam tomorrow.

For the exact flight times and information on specific destinations, please refer to the KLM website at www.klm.com. Given the exceptional circumstances, a special page has been created with arrival and departure times. KLM advises passengers to consult the website for information about departing flights before travelling to Schiphol.

KLM ready for take-off

Sunday evening, KLM operated two commercial flights: One to Bangkok and Taipei and another to the Arab emirate of Sharjah, the airline reports in a press release.

During the flight, and during the technical inspection that followed, nothing out of the ordinary was found in either aircraft. Both aircraft underwent inspection immediately after landing.

The inspection data has been passed along to the Inspectorate for the Dutch Ministry of Transport and Public Works. KLM CEO Peter Hartman hopes that the airline will receive rapid clearance to restart at least part of its operations and transport its passengers to their destinations.

The first two flights carried no passengers, but transported cargo and flight crews. Dutch authorities have permitted KLM to fly only on these routes.

Passengers are advised not to go to Schiphol Airport, but to check the website for the airline with which they are flying for the latest information.

Improved news coverage

We know you prefer to be kept up to speed on the latest travel and hospitality industry developments, and strive to accommodate your needs, to the best of our ability.

The HSMAI.eu newsroom is on the constant look-out for ways to improve your user experience. Our latest additions in that respect are the European industry news, as well as global news, from HSMAIeConnect, both found in the middle section of the sidebar – above and below the central ad on the right hand side.

Exclusive for HSMAI members

We’re also working on ways to make our own services, activities and offers more available to our users, but in addition to the news brought on-site, HSMAI members throughout Europe will also receive our new quarterly magazine, issued for the first time by the end of April.

If you haven’t joined us yet, please see this page.

We would greatly appreciate any suggestion in order to further improve our on-line services. Please send a brief email to newsdesk@hsmai-europe.com if you come up with ideas that may be useful. Thank you very much in advance!

Certified Revenue Management Exec (CRME) designation within reach for Europe

Jeffrey Osborne, CEO of Intelligent Hotels, Inc (formerly OZone Strategic Marketing, LLC) today announced that the Hospitality Sales and Marketing Association International (HSMAI) European office has selected Intelligent Hotels and their extensive Revenue Management Training Group in a multi-year partnership to the lead role in preparing the next generation of Certified European Revenue Management Executives (CRME).

Ingunn Hofseth, President of HSMAI Europe chaired the selection committee. “We had a desire to partner with a firm that not only had relevant and successful European Industry experience, but one who possessed unique and effective training skills that will bring about the best and drive our membership’s #1 Priority – Professional Development,” Ms Hofseth declared, continuing:

“In choosing Intelligent Hotels we not only get dynamic training programmes in front of our members over the coming years, but we will also launch electronic media that will be self-paced and accessible 24/7 through links on our European website. Our membership is quite regionally diverse, and spans several time zones and the programmes that Intelligent Hotels will develop for our membership will prepare them for the Internationally recognised CRME certification exam.”

For over a decade, Osborne’s global team has been working in tandem with hotels enhancing each property’s position within their competitive market.  They have successfully developed strong sales, distribution, and channel management strategies and tactics for all sales categories in many key markets world-wide.  “We did not just hang out our shingle last week, like many entrepreneurs of the day. We have had a laser sharp focus on developing revenue management programmes specifically designed to grow revenues in any market in any economy for hotels around the globe for over ten years,” Mr Osborne says, adding:

“Whether we are providing our unique Interim Revenue Management Solutions programme, or utilising our full-time team of experts, we customise and create key revenue growth methodologies and comprehensive training programmes to allow our partners to generate superior financial performance.”

About Jeffrey Osborne: Jeffrey Osborne brings an in-depth, practical knowledge in revenue management, marketing, and operations gained over the past 20 years to his current role as CEO of Intelligent Hotels. Having held leadership positions in corporate offices as well as on property throughout the US, Canada, and Europe, Osborne has been recognised world-wide for his cutting edge approach to developing systems that work effectively in the operating environment of any hotel.

His extensive background includes executive positions within TravelCLICK as VP of Information Product Sales, where he introduced and took to market, the Data Products that have revolutionised competitive intelligence for revenue management professionals. Osborne has also held senior corporate positions developing and implementing Yield Management programmes for all hotels within the Disneyland Paris Resort Group, Loews Hotels, and many others.

About Intelligent Hotels, Inc. (formerly OZone Strategic Marketing, LLC): Headquartered in Stamford, CT, USA, Intelligent Hotels, has been developing and implementing cutting-edge revenue growth strategies for the hospitality industry since 1999.  Intelligent Hotels has driven above market RevPAR growth and RoI for its client base of more than 35 hotels representing approximately 12,000 rooms in just the past four years alone. Past clients include luxury properties around the Globe in the portfolios of Leading Hotels and Resorts, Preferred H&R, Small Luxury H&R, Relais & Chateaux, Desires H&R, Viceroy H&R, Marriott, Hilton, Capella and Solis H&R, Loews, Le Meridien, and Millennium/Copthorne.  Intelligent Hotels also has extensive experience with limited and select service hotels within Choice, Holiday Inns, Ramada, Interstate and the Marriott Brands, as well as Mexico’s Leading Luxury Brands within the Grupo Posadas portfolio. In addition owner/investor groups, such as The Blackstone Group, Sceptre Hospitality, HotelAVE (Asset Value Enhancement) and The West Paces Hotel Group, have counted Intelligent Hotels as a partner in the past.

HSMAI Honours Travel Marketing Excellence At Adrian Awards

The Hospitality Sales & Marketing Association International (HSMAI) presented the winners of its 53rd annual Adrian Awards at the New York Marriott Marquis on Monday night. The Adrian Awards honour the top companies and individuals in hospitality, travel and tourism advertising, public relations and web marketing. The evening also featured speciality awards from DEPARTURES Magazine, Google, TRAVELCLICK, and TripAdvisor.

“This year’s Adrian Awards was a night filled with undeniable talent and innovation,” said Robert A. Gilbert, CHME, CHA, president and CEO of HSMAI. “HSMAI is proud of the 2009 winners for their creativity and immense skill.”

USA TODAY reporter Barbara De Lollis opened the Gala and gave the audience insight into her move from print to digital media through her “Hotel Check-In” blog. “Today, online is where so many travellers go for their information,” said De Lollis. “It’s immediate, it’s interactive and it’s lightening fast.”

The 2010 Adrian Awards received nearly 1100 entries from around the globe. The prestigious Platinum winners were judged to be the most extraordinary entrants from a selection of 123 Gold winners. Chosen from the Platinum winners, the highest distinction of Best of Show for the divisions of advertising, public relations and web marketing went to:

Advertising “Best of Show”

The San Diego Zoo and their agency M&C Saatchi for their entry that spread the message of conservation of the world’s animals. The campaign launched the Zoo’s new exhibit by telling the story of Phil and Harry, a pair of computer-generated mammoths living the good life in Southern California circa 12,000 B.C.

Public Relations “Best of Show”

Tourism Queensland and their agency Cummins Nitro for the “Best Job in the World” campaign that generated 34,000 candidate applications from 197 countries vying for the position of Island Caretaker, along with worldwide media coverage.

Web Marketing “Best of Show”

“Life of a Brown Paper Bag” video by the Albuquerque Convention and Visitors Bureau. The destination took one of its most treasured holiday traditions and added compelling content and humour to create an original holiday greeting video that was shared extensively and generated a tremendous ROI.

ADVERTISING PLATINUM WINNERS

• Company (Agency)
• Las Vegas Convention and Visitors Authority (R&R Partners)
• Lindblad Expeditions
• Maine Office of Tourism (Swardlick Marketing Group)
• Marriott International (McGarry Bowen)
• Newfoundland and Labrador Tourism (Target Marketing)
• San Diego Zoo (M&C Saatchi)

PUBLIC RELATIONS PLATINUM WINNERS

• Company (Agency)
• Elite Island Resorts (Pomerantz PR)
• Fontainebleau Miami Beach (Weber Shandwick)
• Hotel Sax Chicago (Zapwater Communications, Inc.)
• Moroccan National Tourist Office (Spring, O’Brien)
• Omni Hotels (Weber Shandwick)
• Pennsylvania Tourism Office (Tierney)
• Tourism Queensland (Cummins Nitro)
• VisitScotland (Laura Davidson Public Relations)

WEB MARKETING PLATINUM WINNERS

• Company (Agency)
• Albuquerque Convention & Visitors Bureau
• Dolce Hotels and Resorts
• Morgans Hotel Group (ZAAZ)
• The Bahamas Ministry of Tourism (Weber Shandwick and phearcreative)
• Tourism Queensland (Cummins Nitro)
• Howard Johnson (Berlin Cameron)

HSMAI Adrian Awards Gold Award winners were honoured throughout the Gala and displayed during the Gold Award Gallery Reception, presented with partner Expedia Media Solutions, prior to the Gala.

In addition to its Adrian Awards, HSMAI recognised the Top 25 Extraordinary Minds in Sales and Marketing and presented two individuals with the top honour of Lifetime Achievement. The awards recognised the recipients for their significant contributions and lasting impressions on the hospitality and travel industry.

HSMAI’s annual Albert E. Koehl Award for advertising and marketing was awarded to Sol Kerzner, Founder, Chairman & CEO, Kerzner International Holdings Limited. The Winthrop W. Grice Award for public relations excellence was bestowed upon Vivian A. Deuschl, Corporate Vice President, Public Relations, The Ritz-Carlton Hotel Company.

“So many of you here tonight have contributed to my career and I am incredibly grateful,” said Deuschl in accepting her award.

“I’ve been in this business for 45 years, and I’ve loved every day of it,” said Kerzner during his acceptance speech. “It makes the world spin around.”

A new addition to the Adrian Awards line-up was TripAdvisor’s Travelers’ Choice Best Hotels and Brand Awards. Their top brand award went to Ritz-Carlton.

The DEPARTURES Magazine Luxury Marketing Achievement Award was presented to Abercrombie & Kent Residence Club and ISM.

TRAVELCLICK paid tribute to the best integrated eMarketing programme in the hotel industry with the eMarketer of the Year award, presented to Joie de Vivre Hospitality.

Google’s Wisdom of the Crowds Award, which recognises an integrated marketing campaign that today’s travellers and HSMAI members choose as the best in its class, went to the San Diego Zoo.

Founded in 1957, the Adrian Awards embraces every segment of the industry, including hotels, airlines, cruise lines, car rental companies, destinations, credit card companies and more. Winners are selected from a field of 1100 entries by senior industry and media experts. For more information, visit www.adrianawards.com.

Joie de Vivre Hospitality as 2009 eMarketer of the Year

Monday night, the global leaders in the world of hospitality assembled in New York for the Hospitality Sales & Marketing Association International (HSMAI) Adrian Awards Gala to recognise inspiring best practices in sales and marketing for the hospitality industry. During the black-tie event, TRAVELCLICK®, the leader in hotel ecommerce solutions, and HSMAI named Joie de Vivre Hospitality the 2009 eMarketer of the Year—a recognition that reflects the superior ability to attract and convert guests through the industry’s most effective channel, the web. Joie de Vivre is the first—and only—repeat winner of the eMarketer of the Year award. The company received the award also in 2006.

Sponsored by TRAVELCLICK, eMarketer of the Year recognizes the best integrated emarketing program in the hotel industry. Contenders were judged on the strength of their web presence and booking performance driven by world-class online marketing, including website design, search marketing, emerging channels, and community development through social marketing.

Despite a recessionary economy in 2009, Joie de Vivre increased web traffic by 65 percent and grew web business by over 50 percent. The largest collection of boutique hotels in California, the chain has 35 hotels that span from the northern wine country to San Francisco to Silicon Valley and down the coast to Los Angeles. Using a creative combination of strategies, including integrated brand campaigns, alternate channels, social marketing, search engine optimization, and pay-per-click advertising—coupled with an enhanced web platform and booking engine, and strong relationships with third-party sites—Joie de Vivre has demonstrated extraordinary success in driving demand and converting bookings online.

Joie de Vivre, who won in the competition’s Chain category to qualify for the overall award, has been exemplary also in its use of social networking to grow business. From its “Five Little Words” contest on Facebook to a “Sowing the Seeds of Love” earth-friendly Valentine’s package, the company has evolved social networking into a true booking channel. Their “Twitter Tuesday” and “Facebook Friday” campaigns delivered more than 1000 room nights and expanded an already loyal community to over 10,000 fans and followers.

Accepting the award for Joie de Vivre was Chief Revenue Officer Linda Palermo. “We are delighted to receive the eMarketer of Year Award,” said Palermo. “Joie de Vivre has worked hard to understand how and where our potential guests are shopping—and which channels will bring us the greatest return at the lowest cost. We are pleased with how rapidly we’ve been able to connect guests to our brand online to generate high-value, repeat business.”

Along with naming the 2009 eMarketer of the Year, TRAVELCLICK recognized the following winners in the finalist regional and chain categories:

• Asia/Pacific Region: Zeavola Resort, Phi Phi Island, Thailand (www.zeavola.com)
• Europe/Middle East/Africa Region: Hotel Stureplan, Stockholm, Sweden (www.hotelstureplan.se)
• Americas Region: The Westin Copley Place, Boston, Massachusetts (www.westin.com/copleyplace)
• Chain Category: Joie de Vivre Hospitality, San Francisco, California (www.jdvhotels.com)

“In 2009, and more than any year before, we’ve seen the Internet come of age—marking what many have called, ‘the decade of digital disruption,’” said John Hach, Senior Vice President of TRAVELCLICK’s Digital Agency. “Today, effective emarketing is a serious science that demands true expertise. All of our contenders for the 2009 eMarketer of the Year Award have leveraged this marketing science for maximum value. We applaud them, our category finalists, and winner Joie de Vivre for their tenacious use of proven strategies that drive revenue, build brand, and expand community.”

During the gala, TRAVELCLICK also unveiled its new community, Hotel Conversations, where hotels from around the world share insights and experiences for connecting hotels and guests. To watch their video stories and join in the dialogue, visit www.HotelConversations.com.

Record Year for Rezidor

In 2009, the group opened 36 hotels and created 4000 jobs, according to a press release. The Rezidor Hotel Group announces yet another record year of openings. In 2009, one of the fastest growing hotel companies worldwide brought 36 hotels, with 7100 rooms into operation across Europe, Middle East and Africa, and created a total of 4000 new jobs in these properties.

With these numbers Rezidor was even able to surpass 2008, with 33 openings with 6500 rooms, the group’s record year so far. And looking at 2007–2009, Rezidor notes an impressive 41 percent cumulative growth in rooms in operation.

“We are proud to have achieved these results together with our owners and developers”, comments Kurt Ritter, President & CEO of Rezidor. “2009 has been a challenging year, but even in tough times Rezidor believes in growth”, continues Ritter. Hereby the Brussels-based group especially focuses on fee-based contracts (87 percent of all opened hotels in 2009), and on a business development in emerging markets like Africa and Russia/CIS, where Rezidor is the leading international player on the hospitality market.

A diversification of the portfolio is a further part of Rezidor’s success, already Europe’s leading Airport Hotel Operator, the group grew the number of airport hotel rooms in operation by eight percent in 2009 and opened flagships like the Radisson Blu Hotel, Hamburg Airport (Germany), which is located directly opposite the terminals. The growth of resort rooms in operation even reached 30 percent in 2009. Rezidor welcomed the first guests in new and leading spa resorts like the Radisson Blu Resort & Spa Dubrovnik (Croatia), the Radisson Blu Resort & Spa Cesme (Turkey) and the Radisson Blu Resort & Thalasso Monastir (Tunisia).

“2009 also saw the launch of our dynamic mid-market brand Park Inn in the Middle East, where we opened the Park Inn Al Khobar (Saudi Arabia) and the Park Inn Muscat (Oman)”, says Kurt Ritter. Rezidor’s very first Park Inn hotel opened in early 2003 in Berlin (Germany) only. Within six years the portfolio has reached more than 130 properties in operation and under development with a total of more than 24,500 rooms.

Rezidor also brought a completely new brand to the hospitality market: In June 2009, the company celebrated the opening of the first Hotel Missoni — a new luxury lifestyle brand developed in cooperation with the iconic Italian fashion house of the same name. Hotel Missoni successfully debuted in Edinburgh (Scotland); the brand’s future locations feature Kuwait, South Africa, Oman and Brazil.

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