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D I T T E L A R C H I T E K T E N G M B H | M Ü N C H E N , 2 8 . M A I 2 0 1 9
N E X T G E N E R A T I O N
S T A R T W I T H T H E B A S I C S .
N E X T G E N E R A T I O N | 2 8 . 0 5 . 1 92 |
3 |
CRATE A DATA DRIVEN, CONNECTED, GUEST & CUSTOMER EXPERIENCE.
DON’T FORGET GUESTOBSESSIONIN ALL THIS SELFOPTIMIZATION
!
WHERE THE MAGIC HAPPENS
ABOUT THE PANORAMA.
HOSPITALITYIS HUMANITY.
IT’S NOT ABOUT TECHNOLOGY.
IT’S ABOUT FULFILLING COMPLEX NEEDS. HOW TO BE RELEVANT?
LEARN FROM THE PIONEERS.
GET INSPIREDBY THE MASTERS IN OTHER CLASSES.
USE SPACE AS A FRAME. A TOOL. A PLATFORM. A CHANCE.
START WITH THE BASICS.
The panorama shows a bandwidth of thoughts and approaches towards the future of hospitality.
The panorama digs into different degrees of innovation.
The panorama shows different levels of detail - switching from big picture to detailed feature and back.
The panorama brings together trends, quotes, benchmarks and inspirations - from inside and outside of hospitality industry.
The panorama is a pool of inputs to open minds for ideation and transfer examples to specific solutions.
Not every idea in the panorama is valid for every case of hospitality.
Everything written in the panorama is subject to change and extension over time.
TAKE THE PAIN AWAY.
ALL PAINS SOLVED?LET’S GET TO THE FUN PART.
Reduce time and effort for:
Check-In and -OutWayfindingRoom entryService BookingsProblem articulation.....the famous lightswitch handling
to the absolute minimum.
HOSPITALITY IS CARING...... for people.... for environment.... for society.... for future.
THE CUSTOMER HAS CHOSEN TO BE HERE. PROOF HIM RIGHT.
THERE ARE NO LIMITS TO SENSES.
Let the customer> See> Hear> Smell> Touch> Inhale Identity.HUMANITY IS...
... adaptability.
... smartness.
... communication.
... rationalism.
... emotion.
... curiosity.
... empathy.
THE BACKEND IS THE KITCHEN.
‘I’M NOT A TARGET GROUP.’Your Customer
‘Understanding what customers do, allows you to predict what they will do next.’
EXAMPLE:
EXAMPLE:
Next Genis Biz Models.And Services. And Revenue Streams.
EVERY PIECE OF FURNITURE CAN BE SMART &CONNECTED. AND FABRICS TOO.
TECH IS ONLY A SERVANT.
DISRUPTION ALERT: END-TO-END EXPERIENCES.As a hotel, you decide to be one building block or to impact the whole chain of experiences.
EVERY SURFACE CAN BECOME A DISPLAY.AND A TOUCHPOINT.
WHO WILL RULE THE BUSINESS? THE ONE WHO PREDICTS THE FUTURE.
Technology has to become a new standard building block to architects and designers.
THE FRONTEND IS THE PLATE.
SOCIAL MEDIA IS YOUR GUEST’S REAL-ITLY.
Customization doesn’t stop with environments.
Flexible & ModularDynamicAccessibleEngaging exchangeAdapted by the user
PLATFORMSARE FOREVERYONE.
GIVE THEM A GOOD REASON TO RETURN REGULARY.
SHOW COURAGE
WE’RE ALL GETTING A
BIT Z.
PLATFORMS ARE
Make yourselfdigestable.
Make experiences easy and intuitive.
EXAMPLE:
DO RELEVANT THINGS.AND MAKE SURE PEOPLE KNOW.
EXAMPLE:
Your guest is much better informed than you are.
CHALLENGE OWN MINDSET.QUESTIONING.
NO BOXING. FLUID PERSONALITY.
The QO prove that embracing a sustaina-ble, circular approach is the only way to create a genuinely positive impact – for people & planet.
CONSIDER YOURSELF A PLATFORM FOR JOURNEYS.
BEWARE OF GEN Z.“Not only are they able to consume more information than any group before, they have also become accustomed to cutting through it. They are perhaps the most brand-critical, bullshit-repellent, questioning group around and will call out any behavior they dislike on social media.”Lucie Greene
EXAMPLE:
EVERY GUEST HAS A VALUE TO YOU.
„Wenn Roboter unsere Aufgaben übernehmen, wird Menschlichkeit unser neues Alleinstellungsmerkmal.“Miriam Meckel
CONTEXT IS KING.
ENGAGEMENT IS BORN FROM INTERACTION.
QO Hotel, Amsterdam
oyo, india
Oyo Hotels is the fastest growing Hotelnetwork in the world.
- Biometric check-in- 100% Automated Airbnb’s
PERFECT IMPERFECTION
“Die Idee hinter diesem Konzept ist, auf einer Reise kein fremder Tourist zu sein, sondern ein willkommener Gast.”
‘PEOPLE DO NOT BUY GOODS AND SERVICES. THEY BUY RELATIONS, STORIES, AND MAGIC.’ – SETH GODIN
EMBODY....INNOVATION.DEVELOPMENT.EVOLUTION.
CREATE A MICROCOSM THAT LIVES UP TO SOCIETY.
EXAMPLE:
‘La Granja is a farmstead set among Ibiza’s pastoral inlands and run in collaboration with Friends of a Farmer, an international association devoted to the cultivation of art, crops and inner gardens.’
Alibaba Flyzoo Hotel
YOUR COMFORT ZONE
Roomers Hotel
EXAMPLE:
“Roomers steht für die Liebe zum Leben. Und die Leidenschaft, sie mit der Welt zu teilen.”Roomers
Innovative Retail Ap-proaches
The thought ofCHANNELS and TOUCHPOINTSwill be adapted from retail industry. Just likeEXPERIENCE.
WARNING:Robots are the first answer to innovation in Hotels?
- I doubt it.
Building a good customer experience does not happen by accident. It happens by Design.
La Granja, Ibiza
OFFER TRANSFOR-MATIONAL TRAVEL EXPERIENCES.
--> Please don’t be the next random lifestyle Hotel.
CREATE NEW SPHERES, LIKE.....CONNECTING CLUBS
....MIXED-USE & REPUR-POSED PROPERTIES
RETURN ON INVEST-> RETURN ON INNOVATION.
EXAMPLE:The Student Hotel
YOUR EMPLOYEES ARE YOUR BRANDAMBASSADORS.
PEOPLE CAN LITERALLY SMELL AUTHENTICITY.
HAVE YOU HEARD ABOUT CLIENTELING?
EXAMPLE:About You
Deeply get to know custom-ers - offers products that fit to individual taste & style.
WHAT DRIVES YOUR GUEST TRAFFIC?... High Quality Hospitality.
...Visible Service.
....Communi-cative Setting.
...Inspirational Staging.
Consider:
- Pop-Up Events- Co-Working (the real one)- Iconic F&B-Everything related to [local] community
N E X T G E N E R A T I O N | 2 8 . 0 5 . 1 9
S T A R T W I T H T H E B A S I C S .
CRATE A DATA DRIVEN, CONNECTED, GUEST & CUSTOMER EXPERIENCE.
DON’T FORGET GUESTOBSESSIONIN ALL THIS SELFOPTIMIZATION
!
WHERE THE MAGIC HAPPENS
ABOUT THE PANORAMA.
HOSPITALITYIS HUMANITY.
IT’S NOT ABOUT TECHNOLOGY.
IT’S ABOUT FULFILLING COMPLEX NEEDS. HOW TO BE RELEVANT?
LEARN FROM THE PIONEERS.
GET INSPIREDBY THE MASTERS IN OTHER CLASSES.
USE SPACE AS A FRAME. A TOOL. A PLATFORM. A CHANCE.
START WITH THE BASICS.
The panorama shows a bandwidth of thoughts and approaches towards the future of hospitality.
The panorama digs into different degrees of innovation.
The panorama shows different levels of detail - switching from big picture to detailed feature and back.
The panorama brings together trends, quotes, benchmarks and inspirations - from inside and outside of hospitality industry.
The panorama is a pool of inputs to open minds for ideation and transfer examples to specific solutions.
Not every idea in the panorama is valid for every case of hospitality.
Everything written in the panorama is subject to change and extension over time.
TAKE THE PAIN AWAY.
ALL PAINS SOLVED?LET’S GET TO THE FUN PART.
Reduce time and effort for:
Check-In and -OutWayfindingRoom entryService BookingsProblem articulation.....the famous lightswitch handling
to the absolute minimum.
HOSPITALITY IS CARING...... for people.... for environment.... for society.... for future.
THE CUSTOMER HAS CHOSEN TO BE HERE. PROOF HIM RIGHT.
THERE ARE NO LIMITS TO SENSES.
Let the customer> See> Hear> Smell> Touch> Inhale Identity.HUMANITY IS...
... adaptability.
... smartness.
... communication.
... rationalism.
... emotion.
... curiosity.
... empathy.
THE BACKEND IS THE KITCHEN.
‘I’M NOT A TARGET GROUP.’Your Customer
‘Understanding what customers do, allows you to predict what they will do next.’
EXAMPLE:
EXAMPLE:
Next Genis Biz Models.And Services. And Revenue Streams.
EVERY PIECE OF FURNITURE CAN BE SMART &CONNECTED. AND FABRICS TOO.
TECH IS ONLY A SERVANT.
DISRUPTION ALERT: END-TO-END EXPERIENCES.As a hotel, you decide to be one building block or to impact the whole chain of experiences.
EVERY SURFACE CAN BECOME A DISPLAY.AND A TOUCHPOINT.
WHO WILL RULE THE BUSINESS? THE ONE WHO PREDICTS THE FUTURE.
Technology has to become a new standard building block to architects and designers.
THE FRONTEND IS THE PLATE.
SOCIAL MEDIA IS YOUR GUEST’S REAL-ITLY.
Customization doesn’t stop with environments.
Flexible & ModularDynamicAccessibleEngaging exchangeAdapted by the user
PLATFORMSARE FOREVERYONE.
GIVE THEM A GOOD REASON TO RETURN REGULARY.
SHOW COURAGE
WE’RE ALL GETTING A
BIT Z.
PLATFORMS ARE
Make yourselfdigestable.
Make experiences easy and intuitive.
EXAMPLE:
DO RELEVANT THINGS.AND MAKE SURE PEOPLE KNOW.
EXAMPLE:
Your guest is much better informed than you are.
CHALLENGE OWN MINDSET.QUESTIONING.
NO BOXING. FLUID PERSONALITY.
The QO prove that embracing a sustaina-ble, circular approach is the only way to create a genuinely positive impact – for people & planet.
CONSIDER YOURSELF A PLATFORM FOR JOURNEYS.
BEWARE OF GEN Z.“Not only are they able to consume more information than any group before, they have also become accustomed to cutting through it. They are perhaps the most brand-critical, bullshit-repellent, questioning group around and will call out any behavior they dislike on social media.”Lucie Greene
EXAMPLE:
EVERY GUEST HAS A VALUE TO YOU.
„Wenn Roboter unsere Aufgaben übernehmen, wird Menschlichkeit unser neues Alleinstellungsmerkmal.“Miriam Meckel
CONTEXT IS KING.
ENGAGEMENT IS BORN FROM INTERACTION.
QO Hotel, Amsterdam
oyo, india
Oyo Hotels is the fastest growing Hotelnetwork in the world.
- Biometric check-in- 100% Automated Airbnb’s
PERFECT IMPERFECTION
“Die Idee hinter diesem Konzept ist, auf einer Reise kein fremder Tourist zu sein, sondern ein willkommener Gast.”
‘PEOPLE DO NOT BUY GOODS AND SERVICES. THEY BUY RELATIONS, STORIES, AND MAGIC.’ – SETH GODIN
EMBODY....INNOVATION.DEVELOPMENT.EVOLUTION.
CREATE A MICROCOSM THAT LIVES UP TO SOCIETY.
EXAMPLE:
‘La Granja is a farmstead set among Ibiza’s pastoral inlands and run in collaboration with Friends of a Farmer, an international association devoted to the cultivation of art, crops and inner gardens.’
Alibaba Flyzoo Hotel
YOUR COMFORT ZONE
Roomers Hotel
EXAMPLE:
“Roomers steht für die Liebe zum Leben. Und die Leidenschaft, sie mit der Welt zu teilen.”Roomers
Innovative Retail Ap-proaches
The thought ofCHANNELS and TOUCHPOINTSwill be adapted from retail industry. Just likeEXPERIENCE.
WARNING:Robots are the first answer to innovation in Hotels?
- I doubt it.
Building a good customer experience does not happen by accident. It happens by Design.
La Granja, Ibiza
OFFER TRANSFOR-MATIONAL TRAVEL EXPERIENCES.
--> Please don’t be the next random lifestyle Hotel.
CREATE NEW SPHERES, LIKE.....CONNECTING CLUBS
....MIXED-USE & REPUR-POSED PROPERTIES
RETURN ON INVEST-> RETURN ON INNOVATION.
EXAMPLE:The Student Hotel
YOUR EMPLOYEES ARE YOUR BRANDAMBASSADORS.
PEOPLE CAN LITERALLY SMELL AUTHENTICITY.
HAVE YOU HEARD ABOUT CLIENTELING?
EXAMPLE:About You
Deeply get to know custom-ers - offers products that fit to individual taste & style.
WHAT DRIVES YOUR GUEST TRAFFIC?... High Quality Hospitality.
...Visible Service.
....Communi-cative Setting.
...Inspirational Staging.
Consider:
- Pop-Up Events- Co-Working (the real one)- Iconic F&B-Everything related to [local] community
D O N ‘ T F O R G E T G U E S T O B S E S S I O N .
H O S P I T A L I T Y I S H U M A N I T Y .
N E X T G E N E R A T I O N | 2 8 . 0 5 . 1 94 |
5 |
CRATE A DATA DRIVEN, CONNECTED, GUEST & CUSTOMER EXPERIENCE.
DON’T FORGET GUESTOBSESSIONIN ALL THIS SELFOPTIMIZATION
!
WHERE THE MAGIC HAPPENS
ABOUT THE PANORAMA.
HOSPITALITYIS HUMANITY.
IT’S NOT ABOUT TECHNOLOGY.
IT’S ABOUT FULFILLING COMPLEX NEEDS. HOW TO BE RELEVANT?
LEARN FROM THE PIONEERS.
GET INSPIREDBY THE MASTERS IN OTHER CLASSES.
USE SPACE AS A FRAME. A TOOL. A PLATFORM. A CHANCE.
START WITH THE BASICS.
The panorama shows a bandwidth of thoughts and approaches towards the future of hospitality.
The panorama digs into different degrees of innovation.
The panorama shows different levels of detail - switching from big picture to detailed feature and back.
The panorama brings together trends, quotes, benchmarks and inspirations - from inside and outside of hospitality industry.
The panorama is a pool of inputs to open minds for ideation and transfer examples to specific solutions.
Not every idea in the panorama is valid for every case of hospitality.
Everything written in the panorama is subject to change and extension over time.
TAKE THE PAIN AWAY.
ALL PAINS SOLVED?LET’S GET TO THE FUN PART.
Reduce time and effort for:
Check-In and -OutWayfindingRoom entryService BookingsProblem articulation.....the famous lightswitch handling
to the absolute minimum.
HOSPITALITY IS CARING...... for people.... for environment.... for society.... for future.
THE CUSTOMER HAS CHOSEN TO BE HERE. PROOF HIM RIGHT.
THERE ARE NO LIMITS TO SENSES.
Let the customer> See> Hear> Smell> Touch> Inhale Identity.HUMANITY IS...
... adaptability.
... smartness.
... communication.
... rationalism.
... emotion.
... curiosity.
... empathy.
THE BACKEND IS THE KITCHEN.
‘I’M NOT A TARGET GROUP.’Your Customer
‘Understanding what customers do, allows you to predict what they will do next.’
EXAMPLE:
EXAMPLE:
Next Genis Biz Models.And Services. And Revenue Streams.
EVERY PIECE OF FURNITURE CAN BE SMART &CONNECTED. AND FABRICS TOO.
TECH IS ONLY A SERVANT.
DISRUPTION ALERT: END-TO-END EXPERIENCES.As a hotel, you decide to be one building block or to impact the whole chain of experiences.
EVERY SURFACE CAN BECOME A DISPLAY.AND A TOUCHPOINT.
WHO WILL RULE THE BUSINESS? THE ONE WHO PREDICTS THE FUTURE.
Technology has to become a new standard building block to architects and designers.
THE FRONTEND IS THE PLATE.
SOCIAL MEDIA IS YOUR GUEST’S REAL-ITLY.
Customization doesn’t stop with environments.
Flexible & ModularDynamicAccessibleEngaging exchangeAdapted by the user
PLATFORMSARE FOREVERYONE.
GIVE THEM A GOOD REASON TO RETURN REGULARY.
SHOW COURAGE
WE’RE ALL GETTING A
BIT Z.
PLATFORMS ARE
Make yourselfdigestable.
Make experiences easy and intuitive.
EXAMPLE:
DO RELEVANT THINGS.AND MAKE SURE PEOPLE KNOW.
EXAMPLE:
Your guest is much better informed than you are.
CHALLENGE OWN MINDSET.QUESTIONING.
NO BOXING. FLUID PERSONALITY.
The QO prove that embracing a sustaina-ble, circular approach is the only way to create a genuinely positive impact – for people & planet.
CONSIDER YOURSELF A PLATFORM FOR JOURNEYS.
BEWARE OF GEN Z.“Not only are they able to consume more information than any group before, they have also become accustomed to cutting through it. They are perhaps the most brand-critical, bullshit-repellent, questioning group around and will call out any behavior they dislike on social media.”Lucie Greene
EXAMPLE:
EVERY GUEST HAS A VALUE TO YOU.
„Wenn Roboter unsere Aufgaben übernehmen, wird Menschlichkeit unser neues Alleinstellungsmerkmal.“Miriam Meckel
CONTEXT IS KING.
ENGAGEMENT IS BORN FROM INTERACTION.
QO Hotel, Amsterdam
oyo, india
Oyo Hotels is the fastest growing Hotelnetwork in the world.
- Biometric check-in- 100% Automated Airbnb’s
PERFECT IMPERFECTION
“Die Idee hinter diesem Konzept ist, auf einer Reise kein fremder Tourist zu sein, sondern ein willkommener Gast.”
‘PEOPLE DO NOT BUY GOODS AND SERVICES. THEY BUY RELATIONS, STORIES, AND MAGIC.’ – SETH GODIN
EMBODY....INNOVATION.DEVELOPMENT.EVOLUTION.
CREATE A MICROCOSM THAT LIVES UP TO SOCIETY.
EXAMPLE:
‘La Granja is a farmstead set among Ibiza’s pastoral inlands and run in collaboration with Friends of a Farmer, an international association devoted to the cultivation of art, crops and inner gardens.’
Alibaba Flyzoo Hotel
YOUR COMFORT ZONE
Roomers Hotel
EXAMPLE:
“Roomers steht für die Liebe zum Leben. Und die Leidenschaft, sie mit der Welt zu teilen.”Roomers
Innovative Retail Ap-proaches
The thought ofCHANNELS and TOUCHPOINTSwill be adapted from retail industry. Just likeEXPERIENCE.
WARNING:Robots are the first answer to innovation in Hotels?
- I doubt it.
Building a good customer experience does not happen by accident. It happens by Design.
La Granja, Ibiza
OFFER TRANSFOR-MATIONAL TRAVEL EXPERIENCES.
--> Please don’t be the next random lifestyle Hotel.
CREATE NEW SPHERES, LIKE.....CONNECTING CLUBS
....MIXED-USE & REPUR-POSED PROPERTIES
RETURN ON INVEST-> RETURN ON INNOVATION.
EXAMPLE:The Student Hotel
YOUR EMPLOYEES ARE YOUR BRANDAMBASSADORS.
PEOPLE CAN LITERALLY SMELL AUTHENTICITY.
HAVE YOU HEARD ABOUT CLIENTELING?
EXAMPLE:About You
Deeply get to know custom-ers - offers products that fit to individual taste & style.
WHAT DRIVES YOUR GUEST TRAFFIC?... High Quality Hospitality.
...Visible Service.
....Communi-cative Setting.
...Inspirational Staging.
Consider:
- Pop-Up Events- Co-Working (the real one)- Iconic F&B-Everything related to [local] community
N E X T G E N E R A T I O N | 2 8 . 0 5 . 1 9
H O S P I T A L I T Y I S H U M A N I T Y .
CRATE A DATA DRIVEN, CONNECTED, GUEST & CUSTOMER EXPERIENCE.
DON’T FORGET GUESTOBSESSIONIN ALL THIS SELFOPTIMIZATION
!
WHERE THE MAGIC HAPPENS
ABOUT THE PANORAMA.
HOSPITALITYIS HUMANITY.
IT’S NOT ABOUT TECHNOLOGY.
IT’S ABOUT FULFILLING COMPLEX NEEDS. HOW TO BE RELEVANT?
LEARN FROM THE PIONEERS.
GET INSPIREDBY THE MASTERS IN OTHER CLASSES.
USE SPACE AS A FRAME. A TOOL. A PLATFORM. A CHANCE.
START WITH THE BASICS.
The panorama shows a bandwidth of thoughts and approaches towards the future of hospitality.
The panorama digs into different degrees of innovation.
The panorama shows different levels of detail - switching from big picture to detailed feature and back.
The panorama brings together trends, quotes, benchmarks and inspirations - from inside and outside of hospitality industry.
The panorama is a pool of inputs to open minds for ideation and transfer examples to specific solutions.
Not every idea in the panorama is valid for every case of hospitality.
Everything written in the panorama is subject to change and extension over time.
TAKE THE PAIN AWAY.
ALL PAINS SOLVED?LET’S GET TO THE FUN PART.
Reduce time and effort for:
Check-In and -OutWayfindingRoom entryService BookingsProblem articulation.....the famous lightswitch handling
to the absolute minimum.
HOSPITALITY IS CARING...... for people.... for environment.... for society.... for future.
THE CUSTOMER HAS CHOSEN TO BE HERE. PROOF HIM RIGHT.
THERE ARE NO LIMITS TO SENSES.
Let the customer> See> Hear> Smell> Touch> Inhale Identity.HUMANITY IS...
... adaptability.
... smartness.
... communication.
... rationalism.
... emotion.
... curiosity.
... empathy.
THE BACKEND IS THE KITCHEN.
‘I’M NOT A TARGET GROUP.’Your Customer
‘Understanding what customers do, allows you to predict what they will do next.’
EXAMPLE:
EXAMPLE:
Next Genis Biz Models.And Services. And Revenue Streams.
EVERY PIECE OF FURNITURE CAN BE SMART &CONNECTED. AND FABRICS TOO.
TECH IS ONLY A SERVANT.
DISRUPTION ALERT: END-TO-END EXPERIENCES.As a hotel, you decide to be one building block or to impact the whole chain of experiences.
EVERY SURFACE CAN BECOME A DISPLAY.AND A TOUCHPOINT.
WHO WILL RULE THE BUSINESS? THE ONE WHO PREDICTS THE FUTURE.
Technology has to become a new standard building block to architects and designers.
THE FRONTEND IS THE PLATE.
SOCIAL MEDIA IS YOUR GUEST’S REAL-ITLY.
Customization doesn’t stop with environments.
Flexible & ModularDynamicAccessibleEngaging exchangeAdapted by the user
PLATFORMSARE FOREVERYONE.
GIVE THEM A GOOD REASON TO RETURN REGULARY.
SHOW COURAGE
WE’RE ALL GETTING A
BIT Z.
PLATFORMS ARE
Make yourselfdigestable.
Make experiences easy and intuitive.
EXAMPLE:
DO RELEVANT THINGS.AND MAKE SURE PEOPLE KNOW.
EXAMPLE:
Your guest is much better informed than you are.
CHALLENGE OWN MINDSET.QUESTIONING.
NO BOXING. FLUID PERSONALITY.
The QO prove that embracing a sustaina-ble, circular approach is the only way to create a genuinely positive impact – for people & planet.
CONSIDER YOURSELF A PLATFORM FOR JOURNEYS.
BEWARE OF GEN Z.“Not only are they able to consume more information than any group before, they have also become accustomed to cutting through it. They are perhaps the most brand-critical, bullshit-repellent, questioning group around and will call out any behavior they dislike on social media.”Lucie Greene
EXAMPLE:
EVERY GUEST HAS A VALUE TO YOU.
„Wenn Roboter unsere Aufgaben übernehmen, wird Menschlichkeit unser neues Alleinstellungsmerkmal.“Miriam Meckel
CONTEXT IS KING.
ENGAGEMENT IS BORN FROM INTERACTION.
QO Hotel, Amsterdam
oyo, india
Oyo Hotels is the fastest growing Hotelnetwork in the world.
- Biometric check-in- 100% Automated Airbnb’s
PERFECT IMPERFECTION
“Die Idee hinter diesem Konzept ist, auf einer Reise kein fremder Tourist zu sein, sondern ein willkommener Gast.”
‘PEOPLE DO NOT BUY GOODS AND SERVICES. THEY BUY RELATIONS, STORIES, AND MAGIC.’ – SETH GODIN
EMBODY....INNOVATION.DEVELOPMENT.EVOLUTION.
CREATE A MICROCOSM THAT LIVES UP TO SOCIETY.
EXAMPLE:
‘La Granja is a farmstead set among Ibiza’s pastoral inlands and run in collaboration with Friends of a Farmer, an international association devoted to the cultivation of art, crops and inner gardens.’
Alibaba Flyzoo Hotel
YOUR COMFORT ZONE
Roomers Hotel
EXAMPLE:
“Roomers steht für die Liebe zum Leben. Und die Leidenschaft, sie mit der Welt zu teilen.”Roomers
Innovative Retail Ap-proaches
The thought ofCHANNELS and TOUCHPOINTSwill be adapted from retail industry. Just likeEXPERIENCE.
WARNING:Robots are the first answer to innovation in Hotels?
- I doubt it.
Building a good customer experience does not happen by accident. It happens by Design.
La Granja, Ibiza
OFFER TRANSFOR-MATIONAL TRAVEL EXPERIENCES.
--> Please don’t be the next random lifestyle Hotel.
CREATE NEW SPHERES, LIKE.....CONNECTING CLUBS
....MIXED-USE & REPUR-POSED PROPERTIES
RETURN ON INVEST-> RETURN ON INNOVATION.
EXAMPLE:The Student Hotel
YOUR EMPLOYEES ARE YOUR BRANDAMBASSADORS.
PEOPLE CAN LITERALLY SMELL AUTHENTICITY.
HAVE YOU HEARD ABOUT CLIENTELING?
EXAMPLE:About You
Deeply get to know custom-ers - offers products that fit to individual taste & style.
WHAT DRIVES YOUR GUEST TRAFFIC?... High Quality Hospitality.
...Visible Service.
....Communi-cative Setting.
...Inspirational Staging.
Consider:
- Pop-Up Events- Co-Working (the real one)- Iconic F&B-Everything related to [local] community
H O S P I T A L I T Y I S C A R I N G .
6 |
I T ‘ S N O T A B O U T T E C H N O L O G Y .
N E X T G E N E R A T I O N | 2 8 . 0 5 . 1 9
7 |
CRATE A DATA DRIVEN, CONNECTED, GUEST & CUSTOMER EXPERIENCE.
DON’T FORGET GUESTOBSESSIONIN ALL THIS SELFOPTIMIZATION
!
WHERE THE MAGIC HAPPENS
ABOUT THE PANORAMA.
HOSPITALITYIS HUMANITY.
IT’S NOT ABOUT TECHNOLOGY.
IT’S ABOUT FULFILLING COMPLEX NEEDS. HOW TO BE RELEVANT?
LEARN FROM THE PIONEERS.
GET INSPIREDBY THE MASTERS IN OTHER CLASSES.
USE SPACE AS A FRAME. A TOOL. A PLATFORM. A CHANCE.
START WITH THE BASICS.
The panorama shows a bandwidth of thoughts and approaches towards the future of hospitality.
The panorama digs into different degrees of innovation.
The panorama shows different levels of detail - switching from big picture to detailed feature and back.
The panorama brings together trends, quotes, benchmarks and inspirations - from inside and outside of hospitality industry.
The panorama is a pool of inputs to open minds for ideation and transfer examples to specific solutions.
Not every idea in the panorama is valid for every case of hospitality.
Everything written in the panorama is subject to change and extension over time.
TAKE THE PAIN AWAY.
ALL PAINS SOLVED?LET’S GET TO THE FUN PART.
Reduce time and effort for:
Check-In and -OutWayfindingRoom entryService BookingsProblem articulation.....the famous lightswitch handling
to the absolute minimum.
HOSPITALITY IS CARING...... for people.... for environment.... for society.... for future.
THE CUSTOMER HAS CHOSEN TO BE HERE. PROOF HIM RIGHT.
THERE ARE NO LIMITS TO SENSES.
Let the customer> See> Hear> Smell> Touch> Inhale Identity.HUMANITY IS...
... adaptability.
... smartness.
... communication.
... rationalism.
... emotion.
... curiosity.
... empathy.
THE BACKEND IS THE KITCHEN.
‘I’M NOT A TARGET GROUP.’Your Customer
‘Understanding what customers do, allows you to predict what they will do next.’
EXAMPLE:
EXAMPLE:
Next Genis Biz Models.And Services. And Revenue Streams.
EVERY PIECE OF FURNITURE CAN BE SMART &CONNECTED. AND FABRICS TOO.
TECH IS ONLY A SERVANT.
DISRUPTION ALERT: END-TO-END EXPERIENCES.As a hotel, you decide to be one building block or to impact the whole chain of experiences.
EVERY SURFACE CAN BECOME A DISPLAY.AND A TOUCHPOINT.
WHO WILL RULE THE BUSINESS? THE ONE WHO PREDICTS THE FUTURE.
Technology has to become a new standard building block to architects and designers.
THE FRONTEND IS THE PLATE.
SOCIAL MEDIA IS YOUR GUEST’S REAL-ITLY.
Customization doesn’t stop with environments.
Flexible & ModularDynamicAccessibleEngaging exchangeAdapted by the user
PLATFORMSARE FOREVERYONE.
GIVE THEM A GOOD REASON TO RETURN REGULARY.
SHOW COURAGE
WE’RE ALL GETTING A
BIT Z.
PLATFORMS ARE
Make yourselfdigestable.
Make experiences easy and intuitive.
EXAMPLE:
DO RELEVANT THINGS.AND MAKE SURE PEOPLE KNOW.
EXAMPLE:
Your guest is much better informed than you are.
CHALLENGE OWN MINDSET.QUESTIONING.
NO BOXING. FLUID PERSONALITY.
The QO prove that embracing a sustaina-ble, circular approach is the only way to create a genuinely positive impact – for people & planet.
CONSIDER YOURSELF A PLATFORM FOR JOURNEYS.
BEWARE OF GEN Z.“Not only are they able to consume more information than any group before, they have also become accustomed to cutting through it. They are perhaps the most brand-critical, bullshit-repellent, questioning group around and will call out any behavior they dislike on social media.”Lucie Greene
EXAMPLE:
EVERY GUEST HAS A VALUE TO YOU.
„Wenn Roboter unsere Aufgaben übernehmen, wird Menschlichkeit unser neues Alleinstellungsmerkmal.“Miriam Meckel
CONTEXT IS KING.
ENGAGEMENT IS BORN FROM INTERACTION.
QO Hotel, Amsterdam
oyo, india
Oyo Hotels is the fastest growing Hotelnetwork in the world.
- Biometric check-in- 100% Automated Airbnb’s
PERFECT IMPERFECTION
“Die Idee hinter diesem Konzept ist, auf einer Reise kein fremder Tourist zu sein, sondern ein willkommener Gast.”
‘PEOPLE DO NOT BUY GOODS AND SERVICES. THEY BUY RELATIONS, STORIES, AND MAGIC.’ – SETH GODIN
EMBODY....INNOVATION.DEVELOPMENT.EVOLUTION.
CREATE A MICROCOSM THAT LIVES UP TO SOCIETY.
EXAMPLE:
‘La Granja is a farmstead set among Ibiza’s pastoral inlands and run in collaboration with Friends of a Farmer, an international association devoted to the cultivation of art, crops and inner gardens.’
Alibaba Flyzoo Hotel
YOUR COMFORT ZONE
Roomers Hotel
EXAMPLE:
“Roomers steht für die Liebe zum Leben. Und die Leidenschaft, sie mit der Welt zu teilen.”Roomers
Innovative Retail Ap-proaches
The thought ofCHANNELS and TOUCHPOINTSwill be adapted from retail industry. Just likeEXPERIENCE.
WARNING:Robots are the first answer to innovation in Hotels?
- I doubt it.
Building a good customer experience does not happen by accident. It happens by Design.
La Granja, Ibiza
OFFER TRANSFOR-MATIONAL TRAVEL EXPERIENCES.
--> Please don’t be the next random lifestyle Hotel.
CREATE NEW SPHERES, LIKE.....CONNECTING CLUBS
....MIXED-USE & REPUR-POSED PROPERTIES
RETURN ON INVEST-> RETURN ON INNOVATION.
EXAMPLE:The Student Hotel
YOUR EMPLOYEES ARE YOUR BRANDAMBASSADORS.
PEOPLE CAN LITERALLY SMELL AUTHENTICITY.
HAVE YOU HEARD ABOUT CLIENTELING?
EXAMPLE:About You
Deeply get to know custom-ers - offers products that fit to individual taste & style.
WHAT DRIVES YOUR GUEST TRAFFIC?... High Quality Hospitality.
...Visible Service.
....Communi-cative Setting.
...Inspirational Staging.
Consider:
- Pop-Up Events- Co-Working (the real one)- Iconic F&B-Everything related to [local] community
N E X T G E N E R A T I O N | 2 8 . 0 5 . 1 9
I T ‘ S N O T A B O U T T E C H N O L O G Y .
CRATE A DATA DRIVEN, CONNECTED, GUEST & CUSTOMER EXPERIENCE.
DON’T FORGET GUESTOBSESSIONIN ALL THIS SELFOPTIMIZATION
!
WHERE THE MAGIC HAPPENS
ABOUT THE PANORAMA.
HOSPITALITYIS HUMANITY.
IT’S NOT ABOUT TECHNOLOGY.
IT’S ABOUT FULFILLING COMPLEX NEEDS. HOW TO BE RELEVANT?
LEARN FROM THE PIONEERS.
GET INSPIREDBY THE MASTERS IN OTHER CLASSES.
USE SPACE AS A FRAME. A TOOL. A PLATFORM. A CHANCE.
START WITH THE BASICS.
The panorama shows a bandwidth of thoughts and approaches towards the future of hospitality.
The panorama digs into different degrees of innovation.
The panorama shows different levels of detail - switching from big picture to detailed feature and back.
The panorama brings together trends, quotes, benchmarks and inspirations - from inside and outside of hospitality industry.
The panorama is a pool of inputs to open minds for ideation and transfer examples to specific solutions.
Not every idea in the panorama is valid for every case of hospitality.
Everything written in the panorama is subject to change and extension over time.
TAKE THE PAIN AWAY.
ALL PAINS SOLVED?LET’S GET TO THE FUN PART.
Reduce time and effort for:
Check-In and -OutWayfindingRoom entryService BookingsProblem articulation.....the famous lightswitch handling
to the absolute minimum.
HOSPITALITY IS CARING...... for people.... for environment.... for society.... for future.
THE CUSTOMER HAS CHOSEN TO BE HERE. PROOF HIM RIGHT.
THERE ARE NO LIMITS TO SENSES.
Let the customer> See> Hear> Smell> Touch> Inhale Identity.HUMANITY IS...
... adaptability.
... smartness.
... communication.
... rationalism.
... emotion.
... curiosity.
... empathy.
THE BACKEND IS THE KITCHEN.
‘I’M NOT A TARGET GROUP.’Your Customer
‘Understanding what customers do, allows you to predict what they will do next.’
EXAMPLE:
EXAMPLE:
Next Genis Biz Models.And Services. And Revenue Streams.
EVERY PIECE OF FURNITURE CAN BE SMART &CONNECTED. AND FABRICS TOO.
TECH IS ONLY A SERVANT.
DISRUPTION ALERT: END-TO-END EXPERIENCES.As a hotel, you decide to be one building block or to impact the whole chain of experiences.
EVERY SURFACE CAN BECOME A DISPLAY.AND A TOUCHPOINT.
WHO WILL RULE THE BUSINESS? THE ONE WHO PREDICTS THE FUTURE.
Technology has to become a new standard building block to architects and designers.
THE FRONTEND IS THE PLATE.
SOCIAL MEDIA IS YOUR GUEST’S REAL-ITLY.
Customization doesn’t stop with environments.
Flexible & ModularDynamicAccessibleEngaging exchangeAdapted by the user
PLATFORMSARE FOREVERYONE.
GIVE THEM A GOOD REASON TO RETURN REGULARY.
SHOW COURAGE
WE’RE ALL GETTING A
BIT Z.
PLATFORMS ARE
Make yourselfdigestable.
Make experiences easy and intuitive.
EXAMPLE:
DO RELEVANT THINGS.AND MAKE SURE PEOPLE KNOW.
EXAMPLE:
Your guest is much better informed than you are.
CHALLENGE OWN MINDSET.QUESTIONING.
NO BOXING. FLUID PERSONALITY.
The QO prove that embracing a sustaina-ble, circular approach is the only way to create a genuinely positive impact – for people & planet.
CONSIDER YOURSELF A PLATFORM FOR JOURNEYS.
BEWARE OF GEN Z.“Not only are they able to consume more information than any group before, they have also become accustomed to cutting through it. They are perhaps the most brand-critical, bullshit-repellent, questioning group around and will call out any behavior they dislike on social media.”Lucie Greene
EXAMPLE:
EVERY GUEST HAS A VALUE TO YOU.
„Wenn Roboter unsere Aufgaben übernehmen, wird Menschlichkeit unser neues Alleinstellungsmerkmal.“Miriam Meckel
CONTEXT IS KING.
ENGAGEMENT IS BORN FROM INTERACTION.
QO Hotel, Amsterdam
oyo, india
Oyo Hotels is the fastest growing Hotelnetwork in the world.
- Biometric check-in- 100% Automated Airbnb’s
PERFECT IMPERFECTION
“Die Idee hinter diesem Konzept ist, auf einer Reise kein fremder Tourist zu sein, sondern ein willkommener Gast.”
‘PEOPLE DO NOT BUY GOODS AND SERVICES. THEY BUY RELATIONS, STORIES, AND MAGIC.’ – SETH GODIN
EMBODY....INNOVATION.DEVELOPMENT.EVOLUTION.
CREATE A MICROCOSM THAT LIVES UP TO SOCIETY.
EXAMPLE:
‘La Granja is a farmstead set among Ibiza’s pastoral inlands and run in collaboration with Friends of a Farmer, an international association devoted to the cultivation of art, crops and inner gardens.’
Alibaba Flyzoo Hotel
YOUR COMFORT ZONE
Roomers Hotel
EXAMPLE:
“Roomers steht für die Liebe zum Leben. Und die Leidenschaft, sie mit der Welt zu teilen.”Roomers
Innovative Retail Ap-proaches
The thought ofCHANNELS and TOUCHPOINTSwill be adapted from retail industry. Just likeEXPERIENCE.
WARNING:Robots are the first answer to innovation in Hotels?
- I doubt it.
Building a good customer experience does not happen by accident. It happens by Design.
La Granja, Ibiza
OFFER TRANSFOR-MATIONAL TRAVEL EXPERIENCES.
--> Please don’t be the next random lifestyle Hotel.
CREATE NEW SPHERES, LIKE.....CONNECTING CLUBS
....MIXED-USE & REPUR-POSED PROPERTIES
RETURN ON INVEST-> RETURN ON INNOVATION.
EXAMPLE:The Student Hotel
YOUR EMPLOYEES ARE YOUR BRANDAMBASSADORS.
PEOPLE CAN LITERALLY SMELL AUTHENTICITY.
HAVE YOU HEARD ABOUT CLIENTELING?
EXAMPLE:About You
Deeply get to know custom-ers - offers products that fit to individual taste & style.
WHAT DRIVES YOUR GUEST TRAFFIC?... High Quality Hospitality.
...Visible Service.
....Communi-cative Setting.
...Inspirational Staging.
Consider:
- Pop-Up Events- Co-Working (the real one)- Iconic F&B-Everything related to [local] community
C O N S I D E R Y O U R S E L F A P L A T F O R M .
8 |
I T ‘ S A B O U T F U L F I L L I N G C O M P L E X N E E D S
N E X T G E N E R A T I O N | 2 8 . 0 5 . 1 9
9 |
CRATE A DATA DRIVEN, CONNECTED, GUEST & CUSTOMER EXPERIENCE.
DON’T FORGET GUESTOBSESSIONIN ALL THIS SELFOPTIMIZATION
!
WHERE THE MAGIC HAPPENS
ABOUT THE PANORAMA.
HOSPITALITYIS HUMANITY.
IT’S NOT ABOUT TECHNOLOGY.
IT’S ABOUT FULFILLING COMPLEX NEEDS. HOW TO BE RELEVANT?
LEARN FROM THE PIONEERS.
GET INSPIREDBY THE MASTERS IN OTHER CLASSES.
USE SPACE AS A FRAME. A TOOL. A PLATFORM. A CHANCE.
START WITH THE BASICS.
The panorama shows a bandwidth of thoughts and approaches towards the future of hospitality.
The panorama digs into different degrees of innovation.
The panorama shows different levels of detail - switching from big picture to detailed feature and back.
The panorama brings together trends, quotes, benchmarks and inspirations - from inside and outside of hospitality industry.
The panorama is a pool of inputs to open minds for ideation and transfer examples to specific solutions.
Not every idea in the panorama is valid for every case of hospitality.
Everything written in the panorama is subject to change and extension over time.
TAKE THE PAIN AWAY.
ALL PAINS SOLVED?LET’S GET TO THE FUN PART.
Reduce time and effort for:
Check-In and -OutWayfindingRoom entryService BookingsProblem articulation.....the famous lightswitch handling
to the absolute minimum.
HOSPITALITY IS CARING...... for people.... for environment.... for society.... for future.
THE CUSTOMER HAS CHOSEN TO BE HERE. PROOF HIM RIGHT.
THERE ARE NO LIMITS TO SENSES.
Let the customer> See> Hear> Smell> Touch> Inhale Identity.HUMANITY IS...
... adaptability.
... smartness.
... communication.
... rationalism.
... emotion.
... curiosity.
... empathy.
THE BACKEND IS THE KITCHEN.
‘I’M NOT A TARGET GROUP.’Your Customer
‘Understanding what customers do, allows you to predict what they will do next.’
EXAMPLE:
EXAMPLE:
Next Genis Biz Models.And Services. And Revenue Streams.
EVERY PIECE OF FURNITURE CAN BE SMART &CONNECTED. AND FABRICS TOO.
TECH IS ONLY A SERVANT.
DISRUPTION ALERT: END-TO-END EXPERIENCES.As a hotel, you decide to be one building block or to impact the whole chain of experiences.
EVERY SURFACE CAN BECOME A DISPLAY.AND A TOUCHPOINT.
WHO WILL RULE THE BUSINESS? THE ONE WHO PREDICTS THE FUTURE.
Technology has to become a new standard building block to architects and designers.
THE FRONTEND IS THE PLATE.
SOCIAL MEDIA IS YOUR GUEST’S REAL-ITLY.
Customization doesn’t stop with environments.
Flexible & ModularDynamicAccessibleEngaging exchangeAdapted by the user
PLATFORMSARE FOREVERYONE.
GIVE THEM A GOOD REASON TO RETURN REGULARY.
SHOW COURAGE
WE’RE ALL GETTING A
BIT Z.
PLATFORMS ARE
Make yourselfdigestable.
Make experiences easy and intuitive.
EXAMPLE:
DO RELEVANT THINGS.AND MAKE SURE PEOPLE KNOW.
EXAMPLE:
Your guest is much better informed than you are.
CHALLENGE OWN MINDSET.QUESTIONING.
NO BOXING. FLUID PERSONALITY.
The QO prove that embracing a sustaina-ble, circular approach is the only way to create a genuinely positive impact – for people & planet.
CONSIDER YOURSELF A PLATFORM FOR JOURNEYS.
BEWARE OF GEN Z.“Not only are they able to consume more information than any group before, they have also become accustomed to cutting through it. They are perhaps the most brand-critical, bullshit-repellent, questioning group around and will call out any behavior they dislike on social media.”Lucie Greene
EXAMPLE:
EVERY GUEST HAS A VALUE TO YOU.
„Wenn Roboter unsere Aufgaben übernehmen, wird Menschlichkeit unser neues Alleinstellungsmerkmal.“Miriam Meckel
CONTEXT IS KING.
ENGAGEMENT IS BORN FROM INTERACTION.
QO Hotel, Amsterdam
oyo, india
Oyo Hotels is the fastest growing Hotelnetwork in the world.
- Biometric check-in- 100% Automated Airbnb’s
PERFECT IMPERFECTION
“Die Idee hinter diesem Konzept ist, auf einer Reise kein fremder Tourist zu sein, sondern ein willkommener Gast.”
‘PEOPLE DO NOT BUY GOODS AND SERVICES. THEY BUY RELATIONS, STORIES, AND MAGIC.’ – SETH GODIN
EMBODY....INNOVATION.DEVELOPMENT.EVOLUTION.
CREATE A MICROCOSM THAT LIVES UP TO SOCIETY.
EXAMPLE:
‘La Granja is a farmstead set among Ibiza’s pastoral inlands and run in collaboration with Friends of a Farmer, an international association devoted to the cultivation of art, crops and inner gardens.’
Alibaba Flyzoo Hotel
YOUR COMFORT ZONE
Roomers Hotel
EXAMPLE:
“Roomers steht für die Liebe zum Leben. Und die Leidenschaft, sie mit der Welt zu teilen.”Roomers
Innovative Retail Ap-proaches
The thought ofCHANNELS and TOUCHPOINTSwill be adapted from retail industry. Just likeEXPERIENCE.
WARNING:Robots are the first answer to innovation in Hotels?
- I doubt it.
Building a good customer experience does not happen by accident. It happens by Design.
La Granja, Ibiza
OFFER TRANSFOR-MATIONAL TRAVEL EXPERIENCES.
--> Please don’t be the next random lifestyle Hotel.
CREATE NEW SPHERES, LIKE.....CONNECTING CLUBS
....MIXED-USE & REPUR-POSED PROPERTIES
RETURN ON INVEST-> RETURN ON INNOVATION.
EXAMPLE:The Student Hotel
YOUR EMPLOYEES ARE YOUR BRANDAMBASSADORS.
PEOPLE CAN LITERALLY SMELL AUTHENTICITY.
HAVE YOU HEARD ABOUT CLIENTELING?
EXAMPLE:About You
Deeply get to know custom-ers - offers products that fit to individual taste & style.
WHAT DRIVES YOUR GUEST TRAFFIC?... High Quality Hospitality.
...Visible Service.
....Communi-cative Setting.
...Inspirational Staging.
Consider:
- Pop-Up Events- Co-Working (the real one)- Iconic F&B-Everything related to [local] community
N E X T G E N E R A T I O N | 2 8 . 0 5 . 1 9
P R E D I C T B E H A V I O R .
I T ‘ S A B O U T F U L F I L L I N GC O M P L E X N E E D S .
CRATE A DATA DRIVEN, CONNECTED, GUEST & CUSTOMER EXPERIENCE.
DON’T FORGET GUESTOBSESSIONIN ALL THIS SELFOPTIMIZATION
!
WHERE THE MAGIC HAPPENS
ABOUT THE PANORAMA.
HOSPITALITYIS HUMANITY.
IT’S NOT ABOUT TECHNOLOGY.
IT’S ABOUT FULFILLING COMPLEX NEEDS. HOW TO BE RELEVANT?
LEARN FROM THE PIONEERS.
GET INSPIREDBY THE MASTERS IN OTHER CLASSES.
USE SPACE AS A FRAME. A TOOL. A PLATFORM. A CHANCE.
START WITH THE BASICS.
The panorama shows a bandwidth of thoughts and approaches towards the future of hospitality.
The panorama digs into different degrees of innovation.
The panorama shows different levels of detail - switching from big picture to detailed feature and back.
The panorama brings together trends, quotes, benchmarks and inspirations - from inside and outside of hospitality industry.
The panorama is a pool of inputs to open minds for ideation and transfer examples to specific solutions.
Not every idea in the panorama is valid for every case of hospitality.
Everything written in the panorama is subject to change and extension over time.
TAKE THE PAIN AWAY.
ALL PAINS SOLVED?LET’S GET TO THE FUN PART.
Reduce time and effort for:
Check-In and -OutWayfindingRoom entryService BookingsProblem articulation.....the famous lightswitch handling
to the absolute minimum.
HOSPITALITY IS CARING...... for people.... for environment.... for society.... for future.
THE CUSTOMER HAS CHOSEN TO BE HERE. PROOF HIM RIGHT.
THERE ARE NO LIMITS TO SENSES.
Let the customer> See> Hear> Smell> Touch> Inhale Identity.HUMANITY IS...
... adaptability.
... smartness.
... communication.
... rationalism.
... emotion.
... curiosity.
... empathy.
THE BACKEND IS THE KITCHEN.
‘I’M NOT A TARGET GROUP.’Your Customer
‘Understanding what customers do, allows you to predict what they will do next.’
EXAMPLE:
EXAMPLE:
Next Genis Biz Models.And Services. And Revenue Streams.
EVERY PIECE OF FURNITURE CAN BE SMART &CONNECTED. AND FABRICS TOO.
TECH IS ONLY A SERVANT.
DISRUPTION ALERT: END-TO-END EXPERIENCES.As a hotel, you decide to be one building block or to impact the whole chain of experiences.
EVERY SURFACE CAN BECOME A DISPLAY.AND A TOUCHPOINT.
WHO WILL RULE THE BUSINESS? THE ONE WHO PREDICTS THE FUTURE.
Technology has to become a new standard building block to architects and designers.
THE FRONTEND IS THE PLATE.
SOCIAL MEDIA IS YOUR GUEST’S REAL-ITLY.
Customization doesn’t stop with environments.
Flexible & ModularDynamicAccessibleEngaging exchangeAdapted by the user
PLATFORMSARE FOREVERYONE.
GIVE THEM A GOOD REASON TO RETURN REGULARY.
SHOW COURAGE
WE’RE ALL GETTING A
BIT Z.
PLATFORMS ARE
Make yourselfdigestable.
Make experiences easy and intuitive.
EXAMPLE:
DO RELEVANT THINGS.AND MAKE SURE PEOPLE KNOW.
EXAMPLE:
Your guest is much better informed than you are.
CHALLENGE OWN MINDSET.QUESTIONING.
NO BOXING. FLUID PERSONALITY.
The QO prove that embracing a sustaina-ble, circular approach is the only way to create a genuinely positive impact – for people & planet.
CONSIDER YOURSELF A PLATFORM FOR JOURNEYS.
BEWARE OF GEN Z.“Not only are they able to consume more information than any group before, they have also become accustomed to cutting through it. They are perhaps the most brand-critical, bullshit-repellent, questioning group around and will call out any behavior they dislike on social media.”Lucie Greene
EXAMPLE:
EVERY GUEST HAS A VALUE TO YOU.
„Wenn Roboter unsere Aufgaben übernehmen, wird Menschlichkeit unser neues Alleinstellungsmerkmal.“Miriam Meckel
CONTEXT IS KING.
ENGAGEMENT IS BORN FROM INTERACTION.
QO Hotel, Amsterdam
oyo, india
Oyo Hotels is the fastest growing Hotelnetwork in the world.
- Biometric check-in- 100% Automated Airbnb’s
PERFECT IMPERFECTION
“Die Idee hinter diesem Konzept ist, auf einer Reise kein fremder Tourist zu sein, sondern ein willkommener Gast.”
‘PEOPLE DO NOT BUY GOODS AND SERVICES. THEY BUY RELATIONS, STORIES, AND MAGIC.’ – SETH GODIN
EMBODY....INNOVATION.DEVELOPMENT.EVOLUTION.
CREATE A MICROCOSM THAT LIVES UP TO SOCIETY.
EXAMPLE:
‘La Granja is a farmstead set among Ibiza’s pastoral inlands and run in collaboration with Friends of a Farmer, an international association devoted to the cultivation of art, crops and inner gardens.’
Alibaba Flyzoo Hotel
YOUR COMFORT ZONE
Roomers Hotel
EXAMPLE:
“Roomers steht für die Liebe zum Leben. Und die Leidenschaft, sie mit der Welt zu teilen.”Roomers
Innovative Retail Ap-proaches
The thought ofCHANNELS and TOUCHPOINTSwill be adapted from retail industry. Just likeEXPERIENCE.
WARNING:Robots are the first answer to innovation in Hotels?
- I doubt it.
Building a good customer experience does not happen by accident. It happens by Design.
La Granja, Ibiza
OFFER TRANSFOR-MATIONAL TRAVEL EXPERIENCES.
--> Please don’t be the next random lifestyle Hotel.
CREATE NEW SPHERES, LIKE.....CONNECTING CLUBS
....MIXED-USE & REPUR-POSED PROPERTIES
RETURN ON INVEST-> RETURN ON INNOVATION.
EXAMPLE:The Student Hotel
YOUR EMPLOYEES ARE YOUR BRANDAMBASSADORS.
PEOPLE CAN LITERALLY SMELL AUTHENTICITY.
HAVE YOU HEARD ABOUT CLIENTELING?
EXAMPLE:About You
Deeply get to know custom-ers - offers products that fit to individual taste & style.
WHAT DRIVES YOUR GUEST TRAFFIC?... High Quality Hospitality.
...Visible Service.
....Communi-cative Setting.
...Inspirational Staging.
Consider:
- Pop-Up Events- Co-Working (the real one)- Iconic F&B-Everything related to [local] community
1 0 |
H O W T O B E R E L E V A N T ?
N E X T G E N E R A T I O N | 2 8 . 0 5 . 1 9
1 1 |
CRATE A DATA DRIVEN, CONNECTED, GUEST & CUSTOMER EXPERIENCE.
DON’T FORGET GUESTOBSESSIONIN ALL THIS SELFOPTIMIZATION
!
WHERE THE MAGIC HAPPENS
ABOUT THE PANORAMA.
HOSPITALITYIS HUMANITY.
IT’S NOT ABOUT TECHNOLOGY.
IT’S ABOUT FULFILLING COMPLEX NEEDS. HOW TO BE RELEVANT?
LEARN FROM THE PIONEERS.
GET INSPIREDBY THE MASTERS IN OTHER CLASSES.
USE SPACE AS A FRAME. A TOOL. A PLATFORM. A CHANCE.
START WITH THE BASICS.
The panorama shows a bandwidth of thoughts and approaches towards the future of hospitality.
The panorama digs into different degrees of innovation.
The panorama shows different levels of detail - switching from big picture to detailed feature and back.
The panorama brings together trends, quotes, benchmarks and inspirations - from inside and outside of hospitality industry.
The panorama is a pool of inputs to open minds for ideation and transfer examples to specific solutions.
Not every idea in the panorama is valid for every case of hospitality.
Everything written in the panorama is subject to change and extension over time.
TAKE THE PAIN AWAY.
ALL PAINS SOLVED?LET’S GET TO THE FUN PART.
Reduce time and effort for:
Check-In and -OutWayfindingRoom entryService BookingsProblem articulation.....the famous lightswitch handling
to the absolute minimum.
HOSPITALITY IS CARING...... for people.... for environment.... for society.... for future.
THE CUSTOMER HAS CHOSEN TO BE HERE. PROOF HIM RIGHT.
THERE ARE NO LIMITS TO SENSES.
Let the customer> See> Hear> Smell> Touch> Inhale Identity.HUMANITY IS...
... adaptability.
... smartness.
... communication.
... rationalism.
... emotion.
... curiosity.
... empathy.
THE BACKEND IS THE KITCHEN.
‘I’M NOT A TARGET GROUP.’Your Customer
‘Understanding what customers do, allows you to predict what they will do next.’
EXAMPLE:
EXAMPLE:
Next Genis Biz Models.And Services. And Revenue Streams.
EVERY PIECE OF FURNITURE CAN BE SMART &CONNECTED. AND FABRICS TOO.
TECH IS ONLY A SERVANT.
DISRUPTION ALERT: END-TO-END EXPERIENCES.As a hotel, you decide to be one building block or to impact the whole chain of experiences.
EVERY SURFACE CAN BECOME A DISPLAY.AND A TOUCHPOINT.
WHO WILL RULE THE BUSINESS? THE ONE WHO PREDICTS THE FUTURE.
Technology has to become a new standard building block to architects and designers.
THE FRONTEND IS THE PLATE.
SOCIAL MEDIA IS YOUR GUEST’S REAL-ITLY.
Customization doesn’t stop with environments.
Flexible & ModularDynamicAccessibleEngaging exchangeAdapted by the user
PLATFORMSARE FOREVERYONE.
GIVE THEM A GOOD REASON TO RETURN REGULARY.
SHOW COURAGE
WE’RE ALL GETTING A
BIT Z.
PLATFORMS ARE
Make yourselfdigestable.
Make experiences easy and intuitive.
EXAMPLE:
DO RELEVANT THINGS.AND MAKE SURE PEOPLE KNOW.
EXAMPLE:
Your guest is much better informed than you are.
CHALLENGE OWN MINDSET.QUESTIONING.
NO BOXING. FLUID PERSONALITY.
The QO prove that embracing a sustaina-ble, circular approach is the only way to create a genuinely positive impact – for people & planet.
CONSIDER YOURSELF A PLATFORM FOR JOURNEYS.
BEWARE OF GEN Z.“Not only are they able to consume more information than any group before, they have also become accustomed to cutting through it. They are perhaps the most brand-critical, bullshit-repellent, questioning group around and will call out any behavior they dislike on social media.”Lucie Greene
EXAMPLE:
EVERY GUEST HAS A VALUE TO YOU.
„Wenn Roboter unsere Aufgaben übernehmen, wird Menschlichkeit unser neues Alleinstellungsmerkmal.“Miriam Meckel
CONTEXT IS KING.
ENGAGEMENT IS BORN FROM INTERACTION.
QO Hotel, Amsterdam
oyo, india
Oyo Hotels is the fastest growing Hotelnetwork in the world.
- Biometric check-in- 100% Automated Airbnb’s
PERFECT IMPERFECTION
“Die Idee hinter diesem Konzept ist, auf einer Reise kein fremder Tourist zu sein, sondern ein willkommener Gast.”
‘PEOPLE DO NOT BUY GOODS AND SERVICES. THEY BUY RELATIONS, STORIES, AND MAGIC.’ – SETH GODIN
EMBODY....INNOVATION.DEVELOPMENT.EVOLUTION.
CREATE A MICROCOSM THAT LIVES UP TO SOCIETY.
EXAMPLE:
‘La Granja is a farmstead set among Ibiza’s pastoral inlands and run in collaboration with Friends of a Farmer, an international association devoted to the cultivation of art, crops and inner gardens.’
Alibaba Flyzoo Hotel
YOUR COMFORT ZONE
Roomers Hotel
EXAMPLE:
“Roomers steht für die Liebe zum Leben. Und die Leidenschaft, sie mit der Welt zu teilen.”Roomers
Innovative Retail Ap-proaches
The thought ofCHANNELS and TOUCHPOINTSwill be adapted from retail industry. Just likeEXPERIENCE.
WARNING:Robots are the first answer to innovation in Hotels?
- I doubt it.
Building a good customer experience does not happen by accident. It happens by Design.
La Granja, Ibiza
OFFER TRANSFOR-MATIONAL TRAVEL EXPERIENCES.
--> Please don’t be the next random lifestyle Hotel.
CREATE NEW SPHERES, LIKE.....CONNECTING CLUBS
....MIXED-USE & REPUR-POSED PROPERTIES
RETURN ON INVEST-> RETURN ON INNOVATION.
EXAMPLE:The Student Hotel
YOUR EMPLOYEES ARE YOUR BRANDAMBASSADORS.
PEOPLE CAN LITERALLY SMELL AUTHENTICITY.
HAVE YOU HEARD ABOUT CLIENTELING?
EXAMPLE:About You
Deeply get to know custom-ers - offers products that fit to individual taste & style.
WHAT DRIVES YOUR GUEST TRAFFIC?... High Quality Hospitality.
...Visible Service.
....Communi-cative Setting.
...Inspirational Staging.
Consider:
- Pop-Up Events- Co-Working (the real one)- Iconic F&B-Everything related to [local] community
N E X T G E N E R A T I O N | 2 8 . 0 5 . 1 9
H O W T O B E R E L E V A N T ?
CRATE A DATA DRIVEN, CONNECTED, GUEST & CUSTOMER EXPERIENCE.
DON’T FORGET GUESTOBSESSIONIN ALL THIS SELFOPTIMIZATION
!
WHERE THE MAGIC HAPPENS
ABOUT THE PANORAMA.
HOSPITALITYIS HUMANITY.
IT’S NOT ABOUT TECHNOLOGY.
IT’S ABOUT FULFILLING COMPLEX NEEDS. HOW TO BE RELEVANT?
LEARN FROM THE PIONEERS.
GET INSPIREDBY THE MASTERS IN OTHER CLASSES.
USE SPACE AS A FRAME. A TOOL. A PLATFORM. A CHANCE.
START WITH THE BASICS.
The panorama shows a bandwidth of thoughts and approaches towards the future of hospitality.
The panorama digs into different degrees of innovation.
The panorama shows different levels of detail - switching from big picture to detailed feature and back.
The panorama brings together trends, quotes, benchmarks and inspirations - from inside and outside of hospitality industry.
The panorama is a pool of inputs to open minds for ideation and transfer examples to specific solutions.
Not every idea in the panorama is valid for every case of hospitality.
Everything written in the panorama is subject to change and extension over time.
TAKE THE PAIN AWAY.
ALL PAINS SOLVED?LET’S GET TO THE FUN PART.
Reduce time and effort for:
Check-In and -OutWayfindingRoom entryService BookingsProblem articulation.....the famous lightswitch handling
to the absolute minimum.
HOSPITALITY IS CARING...... for people.... for environment.... for society.... for future.
THE CUSTOMER HAS CHOSEN TO BE HERE. PROOF HIM RIGHT.
THERE ARE NO LIMITS TO SENSES.
Let the customer> See> Hear> Smell> Touch> Inhale Identity.HUMANITY IS...
... adaptability.
... smartness.
... communication.
... rationalism.
... emotion.
... curiosity.
... empathy.
THE BACKEND IS THE KITCHEN.
‘I’M NOT A TARGET GROUP.’Your Customer
‘Understanding what customers do, allows you to predict what they will do next.’
EXAMPLE:
EXAMPLE:
Next Genis Biz Models.And Services. And Revenue Streams.
EVERY PIECE OF FURNITURE CAN BE SMART &CONNECTED. AND FABRICS TOO.
TECH IS ONLY A SERVANT.
DISRUPTION ALERT: END-TO-END EXPERIENCES.As a hotel, you decide to be one building block or to impact the whole chain of experiences.
EVERY SURFACE CAN BECOME A DISPLAY.AND A TOUCHPOINT.
WHO WILL RULE THE BUSINESS? THE ONE WHO PREDICTS THE FUTURE.
Technology has to become a new standard building block to architects and designers.
THE FRONTEND IS THE PLATE.
SOCIAL MEDIA IS YOUR GUEST’S REAL-ITLY.
Customization doesn’t stop with environments.
Flexible & ModularDynamicAccessibleEngaging exchangeAdapted by the user
PLATFORMSARE FOREVERYONE.
GIVE THEM A GOOD REASON TO RETURN REGULARY.
SHOW COURAGE
WE’RE ALL GETTING A
BIT Z.
PLATFORMS ARE
Make yourselfdigestable.
Make experiences easy and intuitive.
EXAMPLE:
DO RELEVANT THINGS.AND MAKE SURE PEOPLE KNOW.
EXAMPLE:
Your guest is much better informed than you are.
CHALLENGE OWN MINDSET.QUESTIONING.
NO BOXING. FLUID PERSONALITY.
The QO prove that embracing a sustaina-ble, circular approach is the only way to create a genuinely positive impact – for people & planet.
CONSIDER YOURSELF A PLATFORM FOR JOURNEYS.
BEWARE OF GEN Z.“Not only are they able to consume more information than any group before, they have also become accustomed to cutting through it. They are perhaps the most brand-critical, bullshit-repellent, questioning group around and will call out any behavior they dislike on social media.”Lucie Greene
EXAMPLE:
EVERY GUEST HAS A VALUE TO YOU.
„Wenn Roboter unsere Aufgaben übernehmen, wird Menschlichkeit unser neues Alleinstellungsmerkmal.“Miriam Meckel
CONTEXT IS KING.
ENGAGEMENT IS BORN FROM INTERACTION.
QO Hotel, Amsterdam
oyo, india
Oyo Hotels is the fastest growing Hotelnetwork in the world.
- Biometric check-in- 100% Automated Airbnb’s
PERFECT IMPERFECTION
“Die Idee hinter diesem Konzept ist, auf einer Reise kein fremder Tourist zu sein, sondern ein willkommener Gast.”
‘PEOPLE DO NOT BUY GOODS AND SERVICES. THEY BUY RELATIONS, STORIES, AND MAGIC.’ – SETH GODIN
EMBODY....INNOVATION.DEVELOPMENT.EVOLUTION.
CREATE A MICROCOSM THAT LIVES UP TO SOCIETY.
EXAMPLE:
‘La Granja is a farmstead set among Ibiza’s pastoral inlands and run in collaboration with Friends of a Farmer, an international association devoted to the cultivation of art, crops and inner gardens.’
Alibaba Flyzoo Hotel
YOUR COMFORT ZONE
Roomers Hotel
EXAMPLE:
“Roomers steht für die Liebe zum Leben. Und die Leidenschaft, sie mit der Welt zu teilen.”Roomers
Innovative Retail Ap-proaches
The thought ofCHANNELS and TOUCHPOINTSwill be adapted from retail industry. Just likeEXPERIENCE.
WARNING:Robots are the first answer to innovation in Hotels?
- I doubt it.
Building a good customer experience does not happen by accident. It happens by Design.
La Granja, Ibiza
OFFER TRANSFOR-MATIONAL TRAVEL EXPERIENCES.
--> Please don’t be the next random lifestyle Hotel.
CREATE NEW SPHERES, LIKE.....CONNECTING CLUBS
....MIXED-USE & REPUR-POSED PROPERTIES
RETURN ON INVEST-> RETURN ON INNOVATION.
EXAMPLE:The Student Hotel
YOUR EMPLOYEES ARE YOUR BRANDAMBASSADORS.
PEOPLE CAN LITERALLY SMELL AUTHENTICITY.
HAVE YOU HEARD ABOUT CLIENTELING?
EXAMPLE:About You
Deeply get to know custom-ers - offers products that fit to individual taste & style.
WHAT DRIVES YOUR GUEST TRAFFIC?... High Quality Hospitality.
...Visible Service.
....Communi-cative Setting.
...Inspirational Staging.
Consider:
- Pop-Up Events- Co-Working (the real one)- Iconic F&B-Everything related to [local] community
N O T A S R A N D O M L I F E S T Y L E H O T E L .
1 2 |
L E A R N F R O M T H E P I O N E E R S .
N E X T G E N E R A T I O N | 2 8 . 0 5 . 1 9
CRATE A DATA DRIVEN, CONNECTED, GUEST & CUSTOMER EXPERIENCE.
DON’T FORGET GUESTOBSESSIONIN ALL THIS SELFOPTIMIZATION
!
WHERE THE MAGIC HAPPENS
ABOUT THE PANORAMA.
HOSPITALITYIS HUMANITY.
IT’S NOT ABOUT TECHNOLOGY.
IT’S ABOUT FULFILLING COMPLEX NEEDS. HOW TO BE RELEVANT?
LEARN FROM THE PIONEERS.
GET INSPIREDBY THE MASTERS IN OTHER CLASSES.
USE SPACE AS A FRAME. A TOOL. A PLATFORM. A CHANCE.
START WITH THE BASICS.
The panorama shows a bandwidth of thoughts and approaches towards the future of hospitality.
The panorama digs into different degrees of innovation.
The panorama shows different levels of detail - switching from big picture to detailed feature and back.
The panorama brings together trends, quotes, benchmarks and inspirations - from inside and outside of hospitality industry.
The panorama is a pool of inputs to open minds for ideation and transfer examples to specific solutions.
Not every idea in the panorama is valid for every case of hospitality.
Everything written in the panorama is subject to change and extension over time.
TAKE THE PAIN AWAY.
ALL PAINS SOLVED?LET’S GET TO THE FUN PART.
Reduce time and effort for:
Check-In and -OutWayfindingRoom entryService BookingsProblem articulation.....the famous lightswitch handling
to the absolute minimum.
HOSPITALITY IS CARING...... for people.... for environment.... for society.... for future.
THE CUSTOMER HAS CHOSEN TO BE HERE. PROOF HIM RIGHT.
THERE ARE NO LIMITS TO SENSES.
Let the customer> See> Hear> Smell> Touch> Inhale Identity.HUMANITY IS...
... adaptability.
... smartness.
... communication.
... rationalism.
... emotion.
... curiosity.
... empathy.
THE BACKEND IS THE KITCHEN.
‘I’M NOT A TARGET GROUP.’Your Customer
‘Understanding what customers do, allows you to predict what they will do next.’
EXAMPLE:
EXAMPLE:
Next Genis Biz Models.And Services. And Revenue Streams.
EVERY PIECE OF FURNITURE CAN BE SMART &CONNECTED. AND FABRICS TOO.
TECH IS ONLY A SERVANT.
DISRUPTION ALERT: END-TO-END EXPERIENCES.As a hotel, you decide to be one building block or to impact the whole chain of experiences.
EVERY SURFACE CAN BECOME A DISPLAY.AND A TOUCHPOINT.
WHO WILL RULE THE BUSINESS? THE ONE WHO PREDICTS THE FUTURE.
Technology has to become a new standard building block to architects and designers.
THE FRONTEND IS THE PLATE.
SOCIAL MEDIA IS YOUR GUEST’S REAL-ITLY.
Customization doesn’t stop with environments.
Flexible & ModularDynamicAccessibleEngaging exchangeAdapted by the user
PLATFORMSARE FOREVERYONE.
GIVE THEM A GOOD REASON TO RETURN REGULARY.
SHOW COURAGE
WE’RE ALL GETTING A
BIT Z.
PLATFORMS ARE
Make yourselfdigestable.
Make experiences easy and intuitive.
EXAMPLE:
DO RELEVANT THINGS.AND MAKE SURE PEOPLE KNOW.
EXAMPLE:
Your guest is much better informed than you are.
CHALLENGE OWN MINDSET.QUESTIONING.
NO BOXING. FLUID PERSONALITY.
The QO prove that embracing a sustaina-ble, circular approach is the only way to create a genuinely positive impact – for people & planet.
CONSIDER YOURSELF A PLATFORM FOR JOURNEYS.
BEWARE OF GEN Z.“Not only are they able to consume more information than any group before, they have also become accustomed to cutting through it. They are perhaps the most brand-critical, bullshit-repellent, questioning group around and will call out any behavior they dislike on social media.”Lucie Greene
EXAMPLE:
EVERY GUEST HAS A VALUE TO YOU.
„Wenn Roboter unsere Aufgaben übernehmen, wird Menschlichkeit unser neues Alleinstellungsmerkmal.“Miriam Meckel
CONTEXT IS KING.
ENGAGEMENT IS BORN FROM INTERACTION.
QO Hotel, Amsterdam
oyo, india
Oyo Hotels is the fastest growing Hotelnetwork in the world.
- Biometric check-in- 100% Automated Airbnb’s
PERFECT IMPERFECTION
“Die Idee hinter diesem Konzept ist, auf einer Reise kein fremder Tourist zu sein, sondern ein willkommener Gast.”
‘PEOPLE DO NOT BUY GOODS AND SERVICES. THEY BUY RELATIONS, STORIES, AND MAGIC.’ – SETH GODIN
EMBODY....INNOVATION.DEVELOPMENT.EVOLUTION.
CREATE A MICROCOSM THAT LIVES UP TO SOCIETY.
EXAMPLE:
‘La Granja is a farmstead set among Ibiza’s pastoral inlands and run in collaboration with Friends of a Farmer, an international association devoted to the cultivation of art, crops and inner gardens.’
Alibaba Flyzoo Hotel
YOUR COMFORT ZONE
Roomers Hotel
EXAMPLE:
“Roomers steht für die Liebe zum Leben. Und die Leidenschaft, sie mit der Welt zu teilen.”Roomers
Innovative Retail Ap-proaches
The thought ofCHANNELS and TOUCHPOINTSwill be adapted from retail industry. Just likeEXPERIENCE.
WARNING:Robots are the first answer to innovation in Hotels?
- I doubt it.
Building a good customer experience does not happen by accident. It happens by Design.
La Granja, Ibiza
OFFER TRANSFOR-MATIONAL TRAVEL EXPERIENCES.
--> Please don’t be the next random lifestyle Hotel.
CREATE NEW SPHERES, LIKE.....CONNECTING CLUBS
....MIXED-USE & REPUR-POSED PROPERTIES
RETURN ON INVEST-> RETURN ON INNOVATION.
EXAMPLE:The Student Hotel
YOUR EMPLOYEES ARE YOUR BRANDAMBASSADORS.
PEOPLE CAN LITERALLY SMELL AUTHENTICITY.
HAVE YOU HEARD ABOUT CLIENTELING?
EXAMPLE:About You
Deeply get to know custom-ers - offers products that fit to individual taste & style.
WHAT DRIVES YOUR GUEST TRAFFIC?... High Quality Hospitality.
...Visible Service.
....Communi-cative Setting.
...Inspirational Staging.
Consider:
- Pop-Up Events- Co-Working (the real one)- Iconic F&B-Everything related to [local] community
N E X T G E N E R A T I O N | 2 8 . 0 5 . 1 9
L E A R N F R O M T H E P I O N E E R S .
CRATE A DATA DRIVEN, CONNECTED, GUEST & CUSTOMER EXPERIENCE.
DON’T FORGET GUESTOBSESSIONIN ALL THIS SELFOPTIMIZATION
!
WHERE THE MAGIC HAPPENS
ABOUT THE PANORAMA.
HOSPITALITYIS HUMANITY.
IT’S NOT ABOUT TECHNOLOGY.
IT’S ABOUT FULFILLING COMPLEX NEEDS. HOW TO BE RELEVANT?
LEARN FROM THE PIONEERS.
GET INSPIREDBY THE MASTERS IN OTHER CLASSES.
USE SPACE AS A FRAME. A TOOL. A PLATFORM. A CHANCE.
START WITH THE BASICS.
The panorama shows a bandwidth of thoughts and approaches towards the future of hospitality.
The panorama digs into different degrees of innovation.
The panorama shows different levels of detail - switching from big picture to detailed feature and back.
The panorama brings together trends, quotes, benchmarks and inspirations - from inside and outside of hospitality industry.
The panorama is a pool of inputs to open minds for ideation and transfer examples to specific solutions.
Not every idea in the panorama is valid for every case of hospitality.
Everything written in the panorama is subject to change and extension over time.
TAKE THE PAIN AWAY.
ALL PAINS SOLVED?LET’S GET TO THE FUN PART.
Reduce time and effort for:
Check-In and -OutWayfindingRoom entryService BookingsProblem articulation.....the famous lightswitch handling
to the absolute minimum.
HOSPITALITY IS CARING...... for people.... for environment.... for society.... for future.
THE CUSTOMER HAS CHOSEN TO BE HERE. PROOF HIM RIGHT.
THERE ARE NO LIMITS TO SENSES.
Let the customer> See> Hear> Smell> Touch> Inhale Identity.HUMANITY IS...
... adaptability.
... smartness.
... communication.
... rationalism.
... emotion.
... curiosity.
... empathy.
THE BACKEND IS THE KITCHEN.
‘I’M NOT A TARGET GROUP.’Your Customer
‘Understanding what customers do, allows you to predict what they will do next.’
EXAMPLE:
EXAMPLE:
Next Genis Biz Models.And Services. And Revenue Streams.
EVERY PIECE OF FURNITURE CAN BE SMART &CONNECTED. AND FABRICS TOO.
TECH IS ONLY A SERVANT.
DISRUPTION ALERT: END-TO-END EXPERIENCES.As a hotel, you decide to be one building block or to impact the whole chain of experiences.
EVERY SURFACE CAN BECOME A DISPLAY.AND A TOUCHPOINT.
WHO WILL RULE THE BUSINESS? THE ONE WHO PREDICTS THE FUTURE.
Technology has to become a new standard building block to architects and designers.
THE FRONTEND IS THE PLATE.
SOCIAL MEDIA IS YOUR GUEST’S REAL-ITLY.
Customization doesn’t stop with environments.
Flexible & ModularDynamicAccessibleEngaging exchangeAdapted by the user
PLATFORMSARE FOREVERYONE.
GIVE THEM A GOOD REASON TO RETURN REGULARY.
SHOW COURAGE
WE’RE ALL GETTING A
BIT Z.
PLATFORMS ARE
Make yourselfdigestable.
Make experiences easy and intuitive.
EXAMPLE:
DO RELEVANT THINGS.AND MAKE SURE PEOPLE KNOW.
EXAMPLE:
Your guest is much better informed than you are.
CHALLENGE OWN MINDSET.QUESTIONING.
NO BOXING. FLUID PERSONALITY.
The QO prove that embracing a sustaina-ble, circular approach is the only way to create a genuinely positive impact – for people & planet.
CONSIDER YOURSELF A PLATFORM FOR JOURNEYS.
BEWARE OF GEN Z.“Not only are they able to consume more information than any group before, they have also become accustomed to cutting through it. They are perhaps the most brand-critical, bullshit-repellent, questioning group around and will call out any behavior they dislike on social media.”Lucie Greene
EXAMPLE:
EVERY GUEST HAS A VALUE TO YOU.
„Wenn Roboter unsere Aufgaben übernehmen, wird Menschlichkeit unser neues Alleinstellungsmerkmal.“Miriam Meckel
CONTEXT IS KING.
ENGAGEMENT IS BORN FROM INTERACTION.
QO Hotel, Amsterdam
oyo, india
Oyo Hotels is the fastest growing Hotelnetwork in the world.
- Biometric check-in- 100% Automated Airbnb’s
PERFECT IMPERFECTION
“Die Idee hinter diesem Konzept ist, auf einer Reise kein fremder Tourist zu sein, sondern ein willkommener Gast.”
‘PEOPLE DO NOT BUY GOODS AND SERVICES. THEY BUY RELATIONS, STORIES, AND MAGIC.’ – SETH GODIN
EMBODY....INNOVATION.DEVELOPMENT.EVOLUTION.
CREATE A MICROCOSM THAT LIVES UP TO SOCIETY.
EXAMPLE:
‘La Granja is a farmstead set among Ibiza’s pastoral inlands and run in collaboration with Friends of a Farmer, an international association devoted to the cultivation of art, crops and inner gardens.’
Alibaba Flyzoo Hotel
YOUR COMFORT ZONE
Roomers Hotel
EXAMPLE:
“Roomers steht für die Liebe zum Leben. Und die Leidenschaft, sie mit der Welt zu teilen.”Roomers
Innovative Retail Ap-proaches
The thought ofCHANNELS and TOUCHPOINTSwill be adapted from retail industry. Just likeEXPERIENCE.
WARNING:Robots are the first answer to innovation in Hotels?
- I doubt it.
Building a good customer experience does not happen by accident. It happens by Design.
La Granja, Ibiza
OFFER TRANSFOR-MATIONAL TRAVEL EXPERIENCES.
--> Please don’t be the next random lifestyle Hotel.
CREATE NEW SPHERES, LIKE.....CONNECTING CLUBS
....MIXED-USE & REPUR-POSED PROPERTIES
RETURN ON INVEST-> RETURN ON INNOVATION.
EXAMPLE:The Student Hotel
YOUR EMPLOYEES ARE YOUR BRANDAMBASSADORS.
PEOPLE CAN LITERALLY SMELL AUTHENTICITY.
HAVE YOU HEARD ABOUT CLIENTELING?
EXAMPLE:About You
Deeply get to know custom-ers - offers products that fit to individual taste & style.
WHAT DRIVES YOUR GUEST TRAFFIC?... High Quality Hospitality.
...Visible Service.
....Communi-cative Setting.
...Inspirational Staging.
Consider:
- Pop-Up Events- Co-Working (the real one)- Iconic F&B-Everything related to [local] community
1 3 |
S H O W C O U R A G E .
1 4 |
G E T I N S P I R E D B Y T H E M A S T E R S I N O T H E R C L A S S E S .
N E X T G E N E R A T I O N | 2 8 . 0 5 . 1 9
CRATE A DATA DRIVEN, CONNECTED, GUEST & CUSTOMER EXPERIENCE.
DON’T FORGET GUESTOBSESSIONIN ALL THIS SELFOPTIMIZATION
!
WHERE THE MAGIC HAPPENS
ABOUT THE PANORAMA.
HOSPITALITYIS HUMANITY.
IT’S NOT ABOUT TECHNOLOGY.
IT’S ABOUT FULFILLING COMPLEX NEEDS. HOW TO BE RELEVANT?
LEARN FROM THE PIONEERS.
GET INSPIREDBY THE MASTERS IN OTHER CLASSES.
USE SPACE AS A FRAME. A TOOL. A PLATFORM. A CHANCE.
START WITH THE BASICS.
The panorama shows a bandwidth of thoughts and approaches towards the future of hospitality.
The panorama digs into different degrees of innovation.
The panorama shows different levels of detail - switching from big picture to detailed feature and back.
The panorama brings together trends, quotes, benchmarks and inspirations - from inside and outside of hospitality industry.
The panorama is a pool of inputs to open minds for ideation and transfer examples to specific solutions.
Not every idea in the panorama is valid for every case of hospitality.
Everything written in the panorama is subject to change and extension over time.
TAKE THE PAIN AWAY.
ALL PAINS SOLVED?LET’S GET TO THE FUN PART.
Reduce time and effort for:
Check-In and -OutWayfindingRoom entryService BookingsProblem articulation.....the famous lightswitch handling
to the absolute minimum.
HOSPITALITY IS CARING...... for people.... for environment.... for society.... for future.
THE CUSTOMER HAS CHOSEN TO BE HERE. PROOF HIM RIGHT.
THERE ARE NO LIMITS TO SENSES.
Let the customer> See> Hear> Smell> Touch> Inhale Identity.HUMANITY IS...
... adaptability.
... smartness.
... communication.
... rationalism.
... emotion.
... curiosity.
... empathy.
THE BACKEND IS THE KITCHEN.
‘I’M NOT A TARGET GROUP.’Your Customer
‘Understanding what customers do, allows you to predict what they will do next.’
EXAMPLE:
EXAMPLE:
Next Genis Biz Models.And Services. And Revenue Streams.
EVERY PIECE OF FURNITURE CAN BE SMART &CONNECTED. AND FABRICS TOO.
TECH IS ONLY A SERVANT.
DISRUPTION ALERT: END-TO-END EXPERIENCES.As a hotel, you decide to be one building block or to impact the whole chain of experiences.
EVERY SURFACE CAN BECOME A DISPLAY.AND A TOUCHPOINT.
WHO WILL RULE THE BUSINESS? THE ONE WHO PREDICTS THE FUTURE.
Technology has to become a new standard building block to architects and designers.
THE FRONTEND IS THE PLATE.
SOCIAL MEDIA IS YOUR GUEST’S REAL-ITLY.
Customization doesn’t stop with environments.
Flexible & ModularDynamicAccessibleEngaging exchangeAdapted by the user
PLATFORMSARE FOREVERYONE.
GIVE THEM A GOOD REASON TO RETURN REGULARY.
SHOW COURAGE
WE’RE ALL GETTING A
BIT Z.
PLATFORMS ARE
Make yourselfdigestable.
Make experiences easy and intuitive.
EXAMPLE:
DO RELEVANT THINGS.AND MAKE SURE PEOPLE KNOW.
EXAMPLE:
Your guest is much better informed than you are.
CHALLENGE OWN MINDSET.QUESTIONING.
NO BOXING. FLUID PERSONALITY.
The QO prove that embracing a sustaina-ble, circular approach is the only way to create a genuinely positive impact – for people & planet.
CONSIDER YOURSELF A PLATFORM FOR JOURNEYS.
BEWARE OF GEN Z.“Not only are they able to consume more information than any group before, they have also become accustomed to cutting through it. They are perhaps the most brand-critical, bullshit-repellent, questioning group around and will call out any behavior they dislike on social media.”Lucie Greene
EXAMPLE:
EVERY GUEST HAS A VALUE TO YOU.
„Wenn Roboter unsere Aufgaben übernehmen, wird Menschlichkeit unser neues Alleinstellungsmerkmal.“Miriam Meckel
CONTEXT IS KING.
ENGAGEMENT IS BORN FROM INTERACTION.
QO Hotel, Amsterdam
oyo, india
Oyo Hotels is the fastest growing Hotelnetwork in the world.
- Biometric check-in- 100% Automated Airbnb’s
PERFECT IMPERFECTION
“Die Idee hinter diesem Konzept ist, auf einer Reise kein fremder Tourist zu sein, sondern ein willkommener Gast.”
‘PEOPLE DO NOT BUY GOODS AND SERVICES. THEY BUY RELATIONS, STORIES, AND MAGIC.’ – SETH GODIN
EMBODY....INNOVATION.DEVELOPMENT.EVOLUTION.
CREATE A MICROCOSM THAT LIVES UP TO SOCIETY.
EXAMPLE:
‘La Granja is a farmstead set among Ibiza’s pastoral inlands and run in collaboration with Friends of a Farmer, an international association devoted to the cultivation of art, crops and inner gardens.’
Alibaba Flyzoo Hotel
YOUR COMFORT ZONE
Roomers Hotel
EXAMPLE:
“Roomers steht für die Liebe zum Leben. Und die Leidenschaft, sie mit der Welt zu teilen.”Roomers
Innovative Retail Ap-proaches
The thought ofCHANNELS and TOUCHPOINTSwill be adapted from retail industry. Just likeEXPERIENCE.
WARNING:Robots are the first answer to innovation in Hotels?
- I doubt it.
Building a good customer experience does not happen by accident. It happens by Design.
La Granja, Ibiza
OFFER TRANSFOR-MATIONAL TRAVEL EXPERIENCES.
--> Please don’t be the next random lifestyle Hotel.
CREATE NEW SPHERES, LIKE.....CONNECTING CLUBS
....MIXED-USE & REPUR-POSED PROPERTIES
RETURN ON INVEST-> RETURN ON INNOVATION.
EXAMPLE:The Student Hotel
YOUR EMPLOYEES ARE YOUR BRANDAMBASSADORS.
PEOPLE CAN LITERALLY SMELL AUTHENTICITY.
HAVE YOU HEARD ABOUT CLIENTELING?
EXAMPLE:About You
Deeply get to know custom-ers - offers products that fit to individual taste & style.
WHAT DRIVES YOUR GUEST TRAFFIC?... High Quality Hospitality.
...Visible Service.
....Communi-cative Setting.
...Inspirational Staging.
Consider:
- Pop-Up Events- Co-Working (the real one)- Iconic F&B-Everything related to [local] community
N E X T G E N E R A T I O N | 2 8 . 0 5 . 1 9
G E T I N S P I R E D B Y T H E M A S T E R SI N O T H E R C L A S S E S .
1 5 |
CRATE A DATA DRIVEN, CONNECTED, GUEST & CUSTOMER EXPERIENCE.
DON’T FORGET GUESTOBSESSIONIN ALL THIS SELFOPTIMIZATION
!
WHERE THE MAGIC HAPPENS
ABOUT THE PANORAMA.
HOSPITALITYIS HUMANITY.
IT’S NOT ABOUT TECHNOLOGY.
IT’S ABOUT FULFILLING COMPLEX NEEDS. HOW TO BE RELEVANT?
LEARN FROM THE PIONEERS.
GET INSPIREDBY THE MASTERS IN OTHER CLASSES.
USE SPACE AS A FRAME. A TOOL. A PLATFORM. A CHANCE.
START WITH THE BASICS.
The panorama shows a bandwidth of thoughts and approaches towards the future of hospitality.
The panorama digs into different degrees of innovation.
The panorama shows different levels of detail - switching from big picture to detailed feature and back.
The panorama brings together trends, quotes, benchmarks and inspirations - from inside and outside of hospitality industry.
The panorama is a pool of inputs to open minds for ideation and transfer examples to specific solutions.
Not every idea in the panorama is valid for every case of hospitality.
Everything written in the panorama is subject to change and extension over time.
TAKE THE PAIN AWAY.
ALL PAINS SOLVED?LET’S GET TO THE FUN PART.
Reduce time and effort for:
Check-In and -OutWayfindingRoom entryService BookingsProblem articulation.....the famous lightswitch handling
to the absolute minimum.
HOSPITALITY IS CARING...... for people.... for environment.... for society.... for future.
THE CUSTOMER HAS CHOSEN TO BE HERE. PROOF HIM RIGHT.
THERE ARE NO LIMITS TO SENSES.
Let the customer> See> Hear> Smell> Touch> Inhale Identity.HUMANITY IS...
... adaptability.
... smartness.
... communication.
... rationalism.
... emotion.
... curiosity.
... empathy.
THE BACKEND IS THE KITCHEN.
‘I’M NOT A TARGET GROUP.’Your Customer
‘Understanding what customers do, allows you to predict what they will do next.’
EXAMPLE:
EXAMPLE:
Next Genis Biz Models.And Services. And Revenue Streams.
EVERY PIECE OF FURNITURE CAN BE SMART &CONNECTED. AND FABRICS TOO.
TECH IS ONLY A SERVANT.
DISRUPTION ALERT: END-TO-END EXPERIENCES.As a hotel, you decide to be one building block or to impact the whole chain of experiences.
EVERY SURFACE CAN BECOME A DISPLAY.AND A TOUCHPOINT.
WHO WILL RULE THE BUSINESS? THE ONE WHO PREDICTS THE FUTURE.
Technology has to become a new standard building block to architects and designers.
THE FRONTEND IS THE PLATE.
SOCIAL MEDIA IS YOUR GUEST’S REAL-ITLY.
Customization doesn’t stop with environments.
Flexible & ModularDynamicAccessibleEngaging exchangeAdapted by the user
PLATFORMSARE FOREVERYONE.
GIVE THEM A GOOD REASON TO RETURN REGULARY.
SHOW COURAGE
WE’RE ALL GETTING A
BIT Z.
PLATFORMS ARE
Make yourselfdigestable.
Make experiences easy and intuitive.
EXAMPLE:
DO RELEVANT THINGS.AND MAKE SURE PEOPLE KNOW.
EXAMPLE:
Your guest is much better informed than you are.
CHALLENGE OWN MINDSET.QUESTIONING.
NO BOXING. FLUID PERSONALITY.
The QO prove that embracing a sustaina-ble, circular approach is the only way to create a genuinely positive impact – for people & planet.
CONSIDER YOURSELF A PLATFORM FOR JOURNEYS.
BEWARE OF GEN Z.“Not only are they able to consume more information than any group before, they have also become accustomed to cutting through it. They are perhaps the most brand-critical, bullshit-repellent, questioning group around and will call out any behavior they dislike on social media.”Lucie Greene
EXAMPLE:
EVERY GUEST HAS A VALUE TO YOU.
„Wenn Roboter unsere Aufgaben übernehmen, wird Menschlichkeit unser neues Alleinstellungsmerkmal.“Miriam Meckel
CONTEXT IS KING.
ENGAGEMENT IS BORN FROM INTERACTION.
QO Hotel, Amsterdam
oyo, india
Oyo Hotels is the fastest growing Hotelnetwork in the world.
- Biometric check-in- 100% Automated Airbnb’s
PERFECT IMPERFECTION
“Die Idee hinter diesem Konzept ist, auf einer Reise kein fremder Tourist zu sein, sondern ein willkommener Gast.”
‘PEOPLE DO NOT BUY GOODS AND SERVICES. THEY BUY RELATIONS, STORIES, AND MAGIC.’ – SETH GODIN
EMBODY....INNOVATION.DEVELOPMENT.EVOLUTION.
CREATE A MICROCOSM THAT LIVES UP TO SOCIETY.
EXAMPLE:
‘La Granja is a farmstead set among Ibiza’s pastoral inlands and run in collaboration with Friends of a Farmer, an international association devoted to the cultivation of art, crops and inner gardens.’
Alibaba Flyzoo Hotel
YOUR COMFORT ZONE
Roomers Hotel
EXAMPLE:
“Roomers steht für die Liebe zum Leben. Und die Leidenschaft, sie mit der Welt zu teilen.”Roomers
Innovative Retail Ap-proaches
The thought ofCHANNELS and TOUCHPOINTSwill be adapted from retail industry. Just likeEXPERIENCE.
WARNING:Robots are the first answer to innovation in Hotels?
- I doubt it.
Building a good customer experience does not happen by accident. It happens by Design.
La Granja, Ibiza
OFFER TRANSFOR-MATIONAL TRAVEL EXPERIENCES.
--> Please don’t be the next random lifestyle Hotel.
CREATE NEW SPHERES, LIKE.....CONNECTING CLUBS
....MIXED-USE & REPUR-POSED PROPERTIES
RETURN ON INVEST-> RETURN ON INNOVATION.
EXAMPLE:The Student Hotel
YOUR EMPLOYEES ARE YOUR BRANDAMBASSADORS.
PEOPLE CAN LITERALLY SMELL AUTHENTICITY.
HAVE YOU HEARD ABOUT CLIENTELING?
EXAMPLE:About You
Deeply get to know custom-ers - offers products that fit to individual taste & style.
WHAT DRIVES YOUR GUEST TRAFFIC?... High Quality Hospitality.
...Visible Service.
....Communi-cative Setting.
...Inspirational Staging.
Consider:
- Pop-Up Events- Co-Working (the real one)- Iconic F&B-Everything related to [local] community
P E O P L E B U Y R E L A T I O N S , S T O R I E S & M A G I C .
1 6 | N E X T G E N E R A T I O N | 2 8 . 0 5 . 1 9
U S E S P A C E A S A F R A M E .A T O O L . A P L A T F O R M .
A C H A N C E .
CRATE A DATA DRIVEN, CONNECTED, GUEST & CUSTOMER EXPERIENCE.
DON’T FORGET GUESTOBSESSIONIN ALL THIS SELFOPTIMIZATION
!
WHERE THE MAGIC HAPPENS
ABOUT THE PANORAMA.
HOSPITALITYIS HUMANITY.
IT’S NOT ABOUT TECHNOLOGY.
IT’S ABOUT FULFILLING COMPLEX NEEDS. HOW TO BE RELEVANT?
LEARN FROM THE PIONEERS.
GET INSPIREDBY THE MASTERS IN OTHER CLASSES.
USE SPACE AS A FRAME. A TOOL. A PLATFORM. A CHANCE.
START WITH THE BASICS.
The panorama shows a bandwidth of thoughts and approaches towards the future of hospitality.
The panorama digs into different degrees of innovation.
The panorama shows different levels of detail - switching from big picture to detailed feature and back.
The panorama brings together trends, quotes, benchmarks and inspirations - from inside and outside of hospitality industry.
The panorama is a pool of inputs to open minds for ideation and transfer examples to specific solutions.
Not every idea in the panorama is valid for every case of hospitality.
Everything written in the panorama is subject to change and extension over time.
TAKE THE PAIN AWAY.
ALL PAINS SOLVED?LET’S GET TO THE FUN PART.
Reduce time and effort for:
Check-In and -OutWayfindingRoom entryService BookingsProblem articulation.....the famous lightswitch handling
to the absolute minimum.
HOSPITALITY IS CARING...... for people.... for environment.... for society.... for future.
THE CUSTOMER HAS CHOSEN TO BE HERE. PROOF HIM RIGHT.
THERE ARE NO LIMITS TO SENSES.
Let the customer> See> Hear> Smell> Touch> Inhale Identity.HUMANITY IS...
... adaptability.
... smartness.
... communication.
... rationalism.
... emotion.
... curiosity.
... empathy.
THE BACKEND IS THE KITCHEN.
‘I’M NOT A TARGET GROUP.’Your Customer
‘Understanding what customers do, allows you to predict what they will do next.’
EXAMPLE:
EXAMPLE:
Next Genis Biz Models.And Services. And Revenue Streams.
EVERY PIECE OF FURNITURE CAN BE SMART &CONNECTED. AND FABRICS TOO.
TECH IS ONLY A SERVANT.
DISRUPTION ALERT: END-TO-END EXPERIENCES.As a hotel, you decide to be one building block or to impact the whole chain of experiences.
EVERY SURFACE CAN BECOME A DISPLAY.AND A TOUCHPOINT.
WHO WILL RULE THE BUSINESS? THE ONE WHO PREDICTS THE FUTURE.
Technology has to become a new standard building block to architects and designers.
THE FRONTEND IS THE PLATE.
SOCIAL MEDIA IS YOUR GUEST’S REAL-ITLY.
Customization doesn’t stop with environments.
Flexible & ModularDynamicAccessibleEngaging exchangeAdapted by the user
PLATFORMSARE FOREVERYONE.
GIVE THEM A GOOD REASON TO RETURN REGULARY.
SHOW COURAGE
WE’RE ALL GETTING A
BIT Z.
PLATFORMS ARE
Make yourselfdigestable.
Make experiences easy and intuitive.
EXAMPLE:
DO RELEVANT THINGS.AND MAKE SURE PEOPLE KNOW.
EXAMPLE:
Your guest is much better informed than you are.
CHALLENGE OWN MINDSET.QUESTIONING.
NO BOXING. FLUID PERSONALITY.
The QO prove that embracing a sustaina-ble, circular approach is the only way to create a genuinely positive impact – for people & planet.
CONSIDER YOURSELF A PLATFORM FOR JOURNEYS.
BEWARE OF GEN Z.“Not only are they able to consume more information than any group before, they have also become accustomed to cutting through it. They are perhaps the most brand-critical, bullshit-repellent, questioning group around and will call out any behavior they dislike on social media.”Lucie Greene
EXAMPLE:
EVERY GUEST HAS A VALUE TO YOU.
„Wenn Roboter unsere Aufgaben übernehmen, wird Menschlichkeit unser neues Alleinstellungsmerkmal.“Miriam Meckel
CONTEXT IS KING.
ENGAGEMENT IS BORN FROM INTERACTION.
QO Hotel, Amsterdam
oyo, india
Oyo Hotels is the fastest growing Hotelnetwork in the world.
- Biometric check-in- 100% Automated Airbnb’s
PERFECT IMPERFECTION
“Die Idee hinter diesem Konzept ist, auf einer Reise kein fremder Tourist zu sein, sondern ein willkommener Gast.”
‘PEOPLE DO NOT BUY GOODS AND SERVICES. THEY BUY RELATIONS, STORIES, AND MAGIC.’ – SETH GODIN
EMBODY....INNOVATION.DEVELOPMENT.EVOLUTION.
CREATE A MICROCOSM THAT LIVES UP TO SOCIETY.
EXAMPLE:
‘La Granja is a farmstead set among Ibiza’s pastoral inlands and run in collaboration with Friends of a Farmer, an international association devoted to the cultivation of art, crops and inner gardens.’
Alibaba Flyzoo Hotel
YOUR COMFORT ZONE
Roomers Hotel
EXAMPLE:
“Roomers steht für die Liebe zum Leben. Und die Leidenschaft, sie mit der Welt zu teilen.”Roomers
Innovative Retail Ap-proaches
The thought ofCHANNELS and TOUCHPOINTSwill be adapted from retail industry. Just likeEXPERIENCE.
WARNING:Robots are the first answer to innovation in Hotels?
- I doubt it.
Building a good customer experience does not happen by accident. It happens by Design.
La Granja, Ibiza
OFFER TRANSFOR-MATIONAL TRAVEL EXPERIENCES.
--> Please don’t be the next random lifestyle Hotel.
CREATE NEW SPHERES, LIKE.....CONNECTING CLUBS
....MIXED-USE & REPUR-POSED PROPERTIES
RETURN ON INVEST-> RETURN ON INNOVATION.
EXAMPLE:The Student Hotel
YOUR EMPLOYEES ARE YOUR BRANDAMBASSADORS.
PEOPLE CAN LITERALLY SMELL AUTHENTICITY.
HAVE YOU HEARD ABOUT CLIENTELING?
EXAMPLE:About You
Deeply get to know custom-ers - offers products that fit to individual taste & style.
WHAT DRIVES YOUR GUEST TRAFFIC?... High Quality Hospitality.
...Visible Service.
....Communi-cative Setting.
...Inspirational Staging.
Consider:
- Pop-Up Events- Co-Working (the real one)- Iconic F&B-Everything related to [local] community
N E X T G E N E R A T I O N | 2 8 . 0 5 . 1 91 7 |
U S E S P A C E A S A F R A M E .A T O O L . A P L A T F O R M .
A C H A N C E .
CRATE A DATA DRIVEN, CONNECTED, GUEST & CUSTOMER EXPERIENCE.
DON’T FORGET GUESTOBSESSIONIN ALL THIS SELFOPTIMIZATION
!
WHERE THE MAGIC HAPPENS
ABOUT THE PANORAMA.
HOSPITALITYIS HUMANITY.
IT’S NOT ABOUT TECHNOLOGY.
IT’S ABOUT FULFILLING COMPLEX NEEDS. HOW TO BE RELEVANT?
LEARN FROM THE PIONEERS.
GET INSPIREDBY THE MASTERS IN OTHER CLASSES.
USE SPACE AS A FRAME. A TOOL. A PLATFORM. A CHANCE.
START WITH THE BASICS.
The panorama shows a bandwidth of thoughts and approaches towards the future of hospitality.
The panorama digs into different degrees of innovation.
The panorama shows different levels of detail - switching from big picture to detailed feature and back.
The panorama brings together trends, quotes, benchmarks and inspirations - from inside and outside of hospitality industry.
The panorama is a pool of inputs to open minds for ideation and transfer examples to specific solutions.
Not every idea in the panorama is valid for every case of hospitality.
Everything written in the panorama is subject to change and extension over time.
TAKE THE PAIN AWAY.
ALL PAINS SOLVED?LET’S GET TO THE FUN PART.
Reduce time and effort for:
Check-In and -OutWayfindingRoom entryService BookingsProblem articulation.....the famous lightswitch handling
to the absolute minimum.
HOSPITALITY IS CARING...... for people.... for environment.... for society.... for future.
THE CUSTOMER HAS CHOSEN TO BE HERE. PROOF HIM RIGHT.
THERE ARE NO LIMITS TO SENSES.
Let the customer> See> Hear> Smell> Touch> Inhale Identity.HUMANITY IS...
... adaptability.
... smartness.
... communication.
... rationalism.
... emotion.
... curiosity.
... empathy.
THE BACKEND IS THE KITCHEN.
‘I’M NOT A TARGET GROUP.’Your Customer
‘Understanding what customers do, allows you to predict what they will do next.’
EXAMPLE:
EXAMPLE:
Next Genis Biz Models.And Services. And Revenue Streams.
EVERY PIECE OF FURNITURE CAN BE SMART &CONNECTED. AND FABRICS TOO.
TECH IS ONLY A SERVANT.
DISRUPTION ALERT: END-TO-END EXPERIENCES.As a hotel, you decide to be one building block or to impact the whole chain of experiences.
EVERY SURFACE CAN BECOME A DISPLAY.AND A TOUCHPOINT.
WHO WILL RULE THE BUSINESS? THE ONE WHO PREDICTS THE FUTURE.
Technology has to become a new standard building block to architects and designers.
THE FRONTEND IS THE PLATE.
SOCIAL MEDIA IS YOUR GUEST’S REAL-ITLY.
Customization doesn’t stop with environments.
Flexible & ModularDynamicAccessibleEngaging exchangeAdapted by the user
PLATFORMSARE FOREVERYONE.
GIVE THEM A GOOD REASON TO RETURN REGULARY.
SHOW COURAGE
WE’RE ALL GETTING A
BIT Z.
PLATFORMS ARE
Make yourselfdigestable.
Make experiences easy and intuitive.
EXAMPLE:
DO RELEVANT THINGS.AND MAKE SURE PEOPLE KNOW.
EXAMPLE:
Your guest is much better informed than you are.
CHALLENGE OWN MINDSET.QUESTIONING.
NO BOXING. FLUID PERSONALITY.
The QO prove that embracing a sustaina-ble, circular approach is the only way to create a genuinely positive impact – for people & planet.
CONSIDER YOURSELF A PLATFORM FOR JOURNEYS.
BEWARE OF GEN Z.“Not only are they able to consume more information than any group before, they have also become accustomed to cutting through it. They are perhaps the most brand-critical, bullshit-repellent, questioning group around and will call out any behavior they dislike on social media.”Lucie Greene
EXAMPLE:
EVERY GUEST HAS A VALUE TO YOU.
„Wenn Roboter unsere Aufgaben übernehmen, wird Menschlichkeit unser neues Alleinstellungsmerkmal.“Miriam Meckel
CONTEXT IS KING.
ENGAGEMENT IS BORN FROM INTERACTION.
QO Hotel, Amsterdam
oyo, india
Oyo Hotels is the fastest growing Hotelnetwork in the world.
- Biometric check-in- 100% Automated Airbnb’s
PERFECT IMPERFECTION
“Die Idee hinter diesem Konzept ist, auf einer Reise kein fremder Tourist zu sein, sondern ein willkommener Gast.”
‘PEOPLE DO NOT BUY GOODS AND SERVICES. THEY BUY RELATIONS, STORIES, AND MAGIC.’ – SETH GODIN
EMBODY....INNOVATION.DEVELOPMENT.EVOLUTION.
CREATE A MICROCOSM THAT LIVES UP TO SOCIETY.
EXAMPLE:
‘La Granja is a farmstead set among Ibiza’s pastoral inlands and run in collaboration with Friends of a Farmer, an international association devoted to the cultivation of art, crops and inner gardens.’
Alibaba Flyzoo Hotel
YOUR COMFORT ZONE
Roomers Hotel
EXAMPLE:
“Roomers steht für die Liebe zum Leben. Und die Leidenschaft, sie mit der Welt zu teilen.”Roomers
Innovative Retail Ap-proaches
The thought ofCHANNELS and TOUCHPOINTSwill be adapted from retail industry. Just likeEXPERIENCE.
WARNING:Robots are the first answer to innovation in Hotels?
- I doubt it.
Building a good customer experience does not happen by accident. It happens by Design.
La Granja, Ibiza
OFFER TRANSFOR-MATIONAL TRAVEL EXPERIENCES.
--> Please don’t be the next random lifestyle Hotel.
CREATE NEW SPHERES, LIKE.....CONNECTING CLUBS
....MIXED-USE & REPUR-POSED PROPERTIES
RETURN ON INVEST-> RETURN ON INNOVATION.
EXAMPLE:The Student Hotel
YOUR EMPLOYEES ARE YOUR BRANDAMBASSADORS.
PEOPLE CAN LITERALLY SMELL AUTHENTICITY.
HAVE YOU HEARD ABOUT CLIENTELING?
EXAMPLE:About You
Deeply get to know custom-ers - offers products that fit to individual taste & style.
WHAT DRIVES YOUR GUEST TRAFFIC?... High Quality Hospitality.
...Visible Service.
....Communi-cative Setting.
...Inspirational Staging.
Consider:
- Pop-Up Events- Co-Working (the real one)- Iconic F&B-Everything related to [local] community
CRATE A DATA DRIVEN, CONNECTED, GUEST & CUSTOMER EXPERIENCE.
DON’T FORGET GUESTOBSESSIONIN ALL THIS SELFOPTIMIZATION
!
WHERE THE MAGIC HAPPENS
ABOUT THE PANORAMA.
HOSPITALITYIS HUMANITY.
IT’S NOT ABOUT TECHNOLOGY.
IT’S ABOUT FULFILLING COMPLEX NEEDS. HOW TO BE RELEVANT?
LEARN FROM THE PIONEERS.
GET INSPIREDBY THE MASTERS IN OTHER CLASSES.
USE SPACE AS A FRAME. A TOOL. A PLATFORM. A CHANCE.
START WITH THE BASICS.
The panorama shows a bandwidth of thoughts and approaches towards the future of hospitality.
The panorama digs into different degrees of innovation.
The panorama shows different levels of detail - switching from big picture to detailed feature and back.
The panorama brings together trends, quotes, benchmarks and inspirations - from inside and outside of hospitality industry.
The panorama is a pool of inputs to open minds for ideation and transfer examples to specific solutions.
Not every idea in the panorama is valid for every case of hospitality.
Everything written in the panorama is subject to change and extension over time.
TAKE THE PAIN AWAY.
ALL PAINS SOLVED?LET’S GET TO THE FUN PART.
Reduce time and effort for:
Check-In and -OutWayfindingRoom entryService BookingsProblem articulation.....the famous lightswitch handling
to the absolute minimum.
HOSPITALITY IS CARING...... for people.... for environment.... for society.... for future.
THE CUSTOMER HAS CHOSEN TO BE HERE. PROOF HIM RIGHT.
THERE ARE NO LIMITS TO SENSES.
Let the customer> See> Hear> Smell> Touch> Inhale Identity.HUMANITY IS...
... adaptability.
... smartness.
... communication.
... rationalism.
... emotion.
... curiosity.
... empathy.
THE BACKEND IS THE KITCHEN.
‘I’M NOT A TARGET GROUP.’Your Customer
‘Understanding what customers do, allows you to predict what they will do next.’
EXAMPLE:
EXAMPLE:
Next Genis Biz Models.And Services. And Revenue Streams.
EVERY PIECE OF FURNITURE CAN BE SMART &CONNECTED. AND FABRICS TOO.
TECH IS ONLY A SERVANT.
DISRUPTION ALERT: END-TO-END EXPERIENCES.As a hotel, you decide to be one building block or to impact the whole chain of experiences.
EVERY SURFACE CAN BECOME A DISPLAY.AND A TOUCHPOINT.
WHO WILL RULE THE BUSINESS? THE ONE WHO PREDICTS THE FUTURE.
Technology has to become a new standard building block to architects and designers.
THE FRONTEND IS THE PLATE.
SOCIAL MEDIA IS YOUR GUEST’S REAL-ITLY.
Customization doesn’t stop with environments.
Flexible & ModularDynamicAccessibleEngaging exchangeAdapted by the user
PLATFORMSARE FOREVERYONE.
GIVE THEM A GOOD REASON TO RETURN REGULARY.
SHOW COURAGE
WE’RE ALL GETTING A
BIT Z.
PLATFORMS ARE
Make yourselfdigestable.
Make experiences easy and intuitive.
EXAMPLE:
DO RELEVANT THINGS.AND MAKE SURE PEOPLE KNOW.
EXAMPLE:
Your guest is much better informed than you are.
CHALLENGE OWN MINDSET.QUESTIONING.
NO BOXING. FLUID PERSONALITY.
The QO prove that embracing a sustaina-ble, circular approach is the only way to create a genuinely positive impact – for people & planet.
CONSIDER YOURSELF A PLATFORM FOR JOURNEYS.
BEWARE OF GEN Z.“Not only are they able to consume more information than any group before, they have also become accustomed to cutting through it. They are perhaps the most brand-critical, bullshit-repellent, questioning group around and will call out any behavior they dislike on social media.”Lucie Greene
EXAMPLE:
EVERY GUEST HAS A VALUE TO YOU.
„Wenn Roboter unsere Aufgaben übernehmen, wird Menschlichkeit unser neues Alleinstellungsmerkmal.“Miriam Meckel
CONTEXT IS KING.
ENGAGEMENT IS BORN FROM INTERACTION.
QO Hotel, Amsterdam
oyo, india
Oyo Hotels is the fastest growing Hotelnetwork in the world.
- Biometric check-in- 100% Automated Airbnb’s
PERFECT IMPERFECTION
“Die Idee hinter diesem Konzept ist, auf einer Reise kein fremder Tourist zu sein, sondern ein willkommener Gast.”
‘PEOPLE DO NOT BUY GOODS AND SERVICES. THEY BUY RELATIONS, STORIES, AND MAGIC.’ – SETH GODIN
EMBODY....INNOVATION.DEVELOPMENT.EVOLUTION.
CREATE A MICROCOSM THAT LIVES UP TO SOCIETY.
EXAMPLE:
‘La Granja is a farmstead set among Ibiza’s pastoral inlands and run in collaboration with Friends of a Farmer, an international association devoted to the cultivation of art, crops and inner gardens.’
Alibaba Flyzoo Hotel
YOUR COMFORT ZONE
Roomers Hotel
EXAMPLE:
“Roomers steht für die Liebe zum Leben. Und die Leidenschaft, sie mit der Welt zu teilen.”Roomers
Innovative Retail Ap-proaches
The thought ofCHANNELS and TOUCHPOINTSwill be adapted from retail industry. Just likeEXPERIENCE.
WARNING:Robots are the first answer to innovation in Hotels?
- I doubt it.
Building a good customer experience does not happen by accident. It happens by Design.
La Granja, Ibiza
OFFER TRANSFOR-MATIONAL TRAVEL EXPERIENCES.
--> Please don’t be the next random lifestyle Hotel.
CREATE NEW SPHERES, LIKE.....CONNECTING CLUBS
....MIXED-USE & REPUR-POSED PROPERTIES
RETURN ON INVEST-> RETURN ON INNOVATION.
EXAMPLE:The Student Hotel
YOUR EMPLOYEES ARE YOUR BRANDAMBASSADORS.
PEOPLE CAN LITERALLY SMELL AUTHENTICITY.
HAVE YOU HEARD ABOUT CLIENTELING?
EXAMPLE:About You
Deeply get to know custom-ers - offers products that fit to individual taste & style.
WHAT DRIVES YOUR GUEST TRAFFIC?... High Quality Hospitality.
...Visible Service.
....Communi-cative Setting.
...Inspirational Staging.
Consider:
- Pop-Up Events- Co-Working (the real one)- Iconic F&B-Everything related to [local] community
N E X T G E N E R A T I O N | 2 8 . 0 5 . 1 91 8 |
CRATE A DATA DRIVEN, CONNECTED, GUEST & CUSTOMER EXPERIENCE.
DON’T FORGET GUESTOBSESSIONIN ALL THIS SELFOPTIMIZATION
!
WHERE THE MAGIC HAPPENS
ABOUT THE PANORAMA.
HOSPITALITYIS HUMANITY.
IT’S NOT ABOUT TECHNOLOGY.
IT’S ABOUT FULFILLING COMPLEX NEEDS. HOW TO BE RELEVANT?
LEARN FROM THE PIONEERS.
GET INSPIREDBY THE MASTERS IN OTHER CLASSES.
USE SPACE AS A FRAME. A TOOL. A PLATFORM. A CHANCE.
START WITH THE BASICS.
The panorama shows a bandwidth of thoughts and approaches towards the future of hospitality.
The panorama digs into different degrees of innovation.
The panorama shows different levels of detail - switching from big picture to detailed feature and back.
The panorama brings together trends, quotes, benchmarks and inspirations - from inside and outside of hospitality industry.
The panorama is a pool of inputs to open minds for ideation and transfer examples to specific solutions.
Not every idea in the panorama is valid for every case of hospitality.
Everything written in the panorama is subject to change and extension over time.
TAKE THE PAIN AWAY.
ALL PAINS SOLVED?LET’S GET TO THE FUN PART.
Reduce time and effort for:
Check-In and -OutWayfindingRoom entryService BookingsProblem articulation.....the famous lightswitch handling
to the absolute minimum.
HOSPITALITY IS CARING...... for people.... for environment.... for society.... for future.
THE CUSTOMER HAS CHOSEN TO BE HERE. PROOF HIM RIGHT.
THERE ARE NO LIMITS TO SENSES.
Let the customer> See> Hear> Smell> Touch> Inhale Identity.HUMANITY IS...
... adaptability.
... smartness.
... communication.
... rationalism.
... emotion.
... curiosity.
... empathy.
THE BACKEND IS THE KITCHEN.
‘I’M NOT A TARGET GROUP.’Your Customer
‘Understanding what customers do, allows you to predict what they will do next.’
EXAMPLE:
EXAMPLE:
Next Genis Biz Models.And Services. And Revenue Streams.
EVERY PIECE OF FURNITURE CAN BE SMART &CONNECTED. AND FABRICS TOO.
TECH IS ONLY A SERVANT.
DISRUPTION ALERT: END-TO-END EXPERIENCES.As a hotel, you decide to be one building block or to impact the whole chain of experiences.
EVERY SURFACE CAN BECOME A DISPLAY.AND A TOUCHPOINT.
WHO WILL RULE THE BUSINESS? THE ONE WHO PREDICTS THE FUTURE.
Technology has to become a new standard building block to architects and designers.
THE FRONTEND IS THE PLATE.
SOCIAL MEDIA IS YOUR GUEST’S REAL-ITLY.
Customization doesn’t stop with environments.
Flexible & ModularDynamicAccessibleEngaging exchangeAdapted by the user
PLATFORMSARE FOREVERYONE.
GIVE THEM A GOOD REASON TO RETURN REGULARY.
SHOW COURAGE
WE’RE ALL GETTING A
BIT Z.
PLATFORMS ARE
Make yourselfdigestable.
Make experiences easy and intuitive.
EXAMPLE:
DO RELEVANT THINGS.AND MAKE SURE PEOPLE KNOW.
EXAMPLE:
Your guest is much better informed than you are.
CHALLENGE OWN MINDSET.QUESTIONING.
NO BOXING. FLUID PERSONALITY.
The QO prove that embracing a sustaina-ble, circular approach is the only way to create a genuinely positive impact – for people & planet.
CONSIDER YOURSELF A PLATFORM FOR JOURNEYS.
BEWARE OF GEN Z.“Not only are they able to consume more information than any group before, they have also become accustomed to cutting through it. They are perhaps the most brand-critical, bullshit-repellent, questioning group around and will call out any behavior they dislike on social media.”Lucie Greene
EXAMPLE:
EVERY GUEST HAS A VALUE TO YOU.
„Wenn Roboter unsere Aufgaben übernehmen, wird Menschlichkeit unser neues Alleinstellungsmerkmal.“Miriam Meckel
CONTEXT IS KING.
ENGAGEMENT IS BORN FROM INTERACTION.
QO Hotel, Amsterdam
oyo, india
Oyo Hotels is the fastest growing Hotelnetwork in the world.
- Biometric check-in- 100% Automated Airbnb’s
PERFECT IMPERFECTION
“Die Idee hinter diesem Konzept ist, auf einer Reise kein fremder Tourist zu sein, sondern ein willkommener Gast.”
‘PEOPLE DO NOT BUY GOODS AND SERVICES. THEY BUY RELATIONS, STORIES, AND MAGIC.’ – SETH GODIN
EMBODY....INNOVATION.DEVELOPMENT.EVOLUTION.
CREATE A MICROCOSM THAT LIVES UP TO SOCIETY.
EXAMPLE:
‘La Granja is a farmstead set among Ibiza’s pastoral inlands and run in collaboration with Friends of a Farmer, an international association devoted to the cultivation of art, crops and inner gardens.’
Alibaba Flyzoo Hotel
YOUR COMFORT ZONE
Roomers Hotel
EXAMPLE:
“Roomers steht für die Liebe zum Leben. Und die Leidenschaft, sie mit der Welt zu teilen.”Roomers
Innovative Retail Ap-proaches
The thought ofCHANNELS and TOUCHPOINTSwill be adapted from retail industry. Just likeEXPERIENCE.
WARNING:Robots are the first answer to innovation in Hotels?
- I doubt it.
Building a good customer experience does not happen by accident. It happens by Design.
La Granja, Ibiza
OFFER TRANSFOR-MATIONAL TRAVEL EXPERIENCES.
--> Please don’t be the next random lifestyle Hotel.
CREATE NEW SPHERES, LIKE.....CONNECTING CLUBS
....MIXED-USE & REPUR-POSED PROPERTIES
RETURN ON INVEST-> RETURN ON INNOVATION.
EXAMPLE:The Student Hotel
YOUR EMPLOYEES ARE YOUR BRANDAMBASSADORS.
PEOPLE CAN LITERALLY SMELL AUTHENTICITY.
HAVE YOU HEARD ABOUT CLIENTELING?
EXAMPLE:About You
Deeply get to know custom-ers - offers products that fit to individual taste & style.
WHAT DRIVES YOUR GUEST TRAFFIC?... High Quality Hospitality.
...Visible Service.
....Communi-cative Setting.
...Inspirational Staging.
Consider:
- Pop-Up Events- Co-Working (the real one)- Iconic F&B-Everything related to [local] community
U S E S P A C E A S A F R A M E .A T O O L . A P L A T F O R M .
A C H A N C E .
CRATE A DATA DRIVEN, CONNECTED, GUEST & CUSTOMER EXPERIENCE.
DON’T FORGET GUESTOBSESSIONIN ALL THIS SELFOPTIMIZATION
!
WHERE THE MAGIC HAPPENS
ABOUT THE PANORAMA.
HOSPITALITYIS HUMANITY.
IT’S NOT ABOUT TECHNOLOGY.
IT’S ABOUT FULFILLING COMPLEX NEEDS. HOW TO BE RELEVANT?
LEARN FROM THE PIONEERS.
GET INSPIREDBY THE MASTERS IN OTHER CLASSES.
USE SPACE AS A FRAME. A TOOL. A PLATFORM. A CHANCE.
START WITH THE BASICS.
The panorama shows a bandwidth of thoughts and approaches towards the future of hospitality.
The panorama digs into different degrees of innovation.
The panorama shows different levels of detail - switching from big picture to detailed feature and back.
The panorama brings together trends, quotes, benchmarks and inspirations - from inside and outside of hospitality industry.
The panorama is a pool of inputs to open minds for ideation and transfer examples to specific solutions.
Not every idea in the panorama is valid for every case of hospitality.
Everything written in the panorama is subject to change and extension over time.
TAKE THE PAIN AWAY.
ALL PAINS SOLVED?LET’S GET TO THE FUN PART.
Reduce time and effort for:
Check-In and -OutWayfindingRoom entryService BookingsProblem articulation.....the famous lightswitch handling
to the absolute minimum.
HOSPITALITY IS CARING...... for people.... for environment.... for society.... for future.
THE CUSTOMER HAS CHOSEN TO BE HERE. PROOF HIM RIGHT.
THERE ARE NO LIMITS TO SENSES.
Let the customer> See> Hear> Smell> Touch> Inhale Identity.HUMANITY IS...
... adaptability.
... smartness.
... communication.
... rationalism.
... emotion.
... curiosity.
... empathy.
THE BACKEND IS THE KITCHEN.
‘I’M NOT A TARGET GROUP.’Your Customer
‘Understanding what customers do, allows you to predict what they will do next.’
EXAMPLE:
EXAMPLE:
Next Genis Biz Models.And Services. And Revenue Streams.
EVERY PIECE OF FURNITURE CAN BE SMART &CONNECTED. AND FABRICS TOO.
TECH IS ONLY A SERVANT.
DISRUPTION ALERT: END-TO-END EXPERIENCES.As a hotel, you decide to be one building block or to impact the whole chain of experiences.
EVERY SURFACE CAN BECOME A DISPLAY.AND A TOUCHPOINT.
WHO WILL RULE THE BUSINESS? THE ONE WHO PREDICTS THE FUTURE.
Technology has to become a new standard building block to architects and designers.
THE FRONTEND IS THE PLATE.
SOCIAL MEDIA IS YOUR GUEST’S REAL-ITLY.
Customization doesn’t stop with environments.
Flexible & ModularDynamicAccessibleEngaging exchangeAdapted by the user
PLATFORMSARE FOREVERYONE.
GIVE THEM A GOOD REASON TO RETURN REGULARY.
SHOW COURAGE
WE’RE ALL GETTING A
BIT Z.
PLATFORMS ARE
Make yourselfdigestable.
Make experiences easy and intuitive.
EXAMPLE:
DO RELEVANT THINGS.AND MAKE SURE PEOPLE KNOW.
EXAMPLE:
Your guest is much better informed than you are.
CHALLENGE OWN MINDSET.QUESTIONING.
NO BOXING. FLUID PERSONALITY.
The QO prove that embracing a sustaina-ble, circular approach is the only way to create a genuinely positive impact – for people & planet.
CONSIDER YOURSELF A PLATFORM FOR JOURNEYS.
BEWARE OF GEN Z.“Not only are they able to consume more information than any group before, they have also become accustomed to cutting through it. They are perhaps the most brand-critical, bullshit-repellent, questioning group around and will call out any behavior they dislike on social media.”Lucie Greene
EXAMPLE:
EVERY GUEST HAS A VALUE TO YOU.
„Wenn Roboter unsere Aufgaben übernehmen, wird Menschlichkeit unser neues Alleinstellungsmerkmal.“Miriam Meckel
CONTEXT IS KING.
ENGAGEMENT IS BORN FROM INTERACTION.
QO Hotel, Amsterdam
oyo, india
Oyo Hotels is the fastest growing Hotelnetwork in the world.
- Biometric check-in- 100% Automated Airbnb’s
PERFECT IMPERFECTION
“Die Idee hinter diesem Konzept ist, auf einer Reise kein fremder Tourist zu sein, sondern ein willkommener Gast.”
‘PEOPLE DO NOT BUY GOODS AND SERVICES. THEY BUY RELATIONS, STORIES, AND MAGIC.’ – SETH GODIN
EMBODY....INNOVATION.DEVELOPMENT.EVOLUTION.
CREATE A MICROCOSM THAT LIVES UP TO SOCIETY.
EXAMPLE:
‘La Granja is a farmstead set among Ibiza’s pastoral inlands and run in collaboration with Friends of a Farmer, an international association devoted to the cultivation of art, crops and inner gardens.’
Alibaba Flyzoo Hotel
YOUR COMFORT ZONE
Roomers Hotel
EXAMPLE:
“Roomers steht für die Liebe zum Leben. Und die Leidenschaft, sie mit der Welt zu teilen.”Roomers
Innovative Retail Ap-proaches
The thought ofCHANNELS and TOUCHPOINTSwill be adapted from retail industry. Just likeEXPERIENCE.
WARNING:Robots are the first answer to innovation in Hotels?
- I doubt it.
Building a good customer experience does not happen by accident. It happens by Design.
La Granja, Ibiza
OFFER TRANSFOR-MATIONAL TRAVEL EXPERIENCES.
--> Please don’t be the next random lifestyle Hotel.
CREATE NEW SPHERES, LIKE.....CONNECTING CLUBS
....MIXED-USE & REPUR-POSED PROPERTIES
RETURN ON INVEST-> RETURN ON INNOVATION.
EXAMPLE:The Student Hotel
YOUR EMPLOYEES ARE YOUR BRANDAMBASSADORS.
PEOPLE CAN LITERALLY SMELL AUTHENTICITY.
HAVE YOU HEARD ABOUT CLIENTELING?
EXAMPLE:About You
Deeply get to know custom-ers - offers products that fit to individual taste & style.
WHAT DRIVES YOUR GUEST TRAFFIC?... High Quality Hospitality.
...Visible Service.
....Communi-cative Setting.
...Inspirational Staging.
Consider:
- Pop-Up Events- Co-Working (the real one)- Iconic F&B-Everything related to [local] community
N E X T G E N E R A T I O N | 2 8 . 0 5 . 1 91 9 |
CRATE A DATA DRIVEN, CONNECTED, GUEST & CUSTOMER EXPERIENCE.
DON’T FORGET GUESTOBSESSIONIN ALL THIS SELFOPTIMIZATION
!
WHERE THE MAGIC HAPPENS
ABOUT THE PANORAMA.
HOSPITALITYIS HUMANITY.
IT’S NOT ABOUT TECHNOLOGY.
IT’S ABOUT FULFILLING COMPLEX NEEDS. HOW TO BE RELEVANT?
LEARN FROM THE PIONEERS.
GET INSPIREDBY THE MASTERS IN OTHER CLASSES.
USE SPACE AS A FRAME. A TOOL. A PLATFORM. A CHANCE.
START WITH THE BASICS.
The panorama shows a bandwidth of thoughts and approaches towards the future of hospitality.
The panorama digs into different degrees of innovation.
The panorama shows different levels of detail - switching from big picture to detailed feature and back.
The panorama brings together trends, quotes, benchmarks and inspirations - from inside and outside of hospitality industry.
The panorama is a pool of inputs to open minds for ideation and transfer examples to specific solutions.
Not every idea in the panorama is valid for every case of hospitality.
Everything written in the panorama is subject to change and extension over time.
TAKE THE PAIN AWAY.
ALL PAINS SOLVED?LET’S GET TO THE FUN PART.
Reduce time and effort for:
Check-In and -OutWayfindingRoom entryService BookingsProblem articulation.....the famous lightswitch handling
to the absolute minimum.
HOSPITALITY IS CARING...... for people.... for environment.... for society.... for future.
THE CUSTOMER HAS CHOSEN TO BE HERE. PROOF HIM RIGHT.
THERE ARE NO LIMITS TO SENSES.
Let the customer> See> Hear> Smell> Touch> Inhale Identity.HUMANITY IS...
... adaptability.
... smartness.
... communication.
... rationalism.
... emotion.
... curiosity.
... empathy.
THE BACKEND IS THE KITCHEN.
‘I’M NOT A TARGET GROUP.’Your Customer
‘Understanding what customers do, allows you to predict what they will do next.’
EXAMPLE:
EXAMPLE:
Next Genis Biz Models.And Services. And Revenue Streams.
EVERY PIECE OF FURNITURE CAN BE SMART &CONNECTED. AND FABRICS TOO.
TECH IS ONLY A SERVANT.
DISRUPTION ALERT: END-TO-END EXPERIENCES.As a hotel, you decide to be one building block or to impact the whole chain of experiences.
EVERY SURFACE CAN BECOME A DISPLAY.AND A TOUCHPOINT.
WHO WILL RULE THE BUSINESS? THE ONE WHO PREDICTS THE FUTURE.
Technology has to become a new standard building block to architects and designers.
THE FRONTEND IS THE PLATE.
SOCIAL MEDIA IS YOUR GUEST’S REAL-ITLY.
Customization doesn’t stop with environments.
Flexible & ModularDynamicAccessibleEngaging exchangeAdapted by the user
PLATFORMSARE FOREVERYONE.
GIVE THEM A GOOD REASON TO RETURN REGULARY.
SHOW COURAGE
WE’RE ALL GETTING A
BIT Z.
PLATFORMS ARE
Make yourselfdigestable.
Make experiences easy and intuitive.
EXAMPLE:
DO RELEVANT THINGS.AND MAKE SURE PEOPLE KNOW.
EXAMPLE:
Your guest is much better informed than you are.
CHALLENGE OWN MINDSET.QUESTIONING.
NO BOXING. FLUID PERSONALITY.
The QO prove that embracing a sustaina-ble, circular approach is the only way to create a genuinely positive impact – for people & planet.
CONSIDER YOURSELF A PLATFORM FOR JOURNEYS.
BEWARE OF GEN Z.“Not only are they able to consume more information than any group before, they have also become accustomed to cutting through it. They are perhaps the most brand-critical, bullshit-repellent, questioning group around and will call out any behavior they dislike on social media.”Lucie Greene
EXAMPLE:
EVERY GUEST HAS A VALUE TO YOU.
„Wenn Roboter unsere Aufgaben übernehmen, wird Menschlichkeit unser neues Alleinstellungsmerkmal.“Miriam Meckel
CONTEXT IS KING.
ENGAGEMENT IS BORN FROM INTERACTION.
QO Hotel, Amsterdam
oyo, india
Oyo Hotels is the fastest growing Hotelnetwork in the world.
- Biometric check-in- 100% Automated Airbnb’s
PERFECT IMPERFECTION
“Die Idee hinter diesem Konzept ist, auf einer Reise kein fremder Tourist zu sein, sondern ein willkommener Gast.”
‘PEOPLE DO NOT BUY GOODS AND SERVICES. THEY BUY RELATIONS, STORIES, AND MAGIC.’ – SETH GODIN
EMBODY....INNOVATION.DEVELOPMENT.EVOLUTION.
CREATE A MICROCOSM THAT LIVES UP TO SOCIETY.
EXAMPLE:
‘La Granja is a farmstead set among Ibiza’s pastoral inlands and run in collaboration with Friends of a Farmer, an international association devoted to the cultivation of art, crops and inner gardens.’
Alibaba Flyzoo Hotel
YOUR COMFORT ZONE
Roomers Hotel
EXAMPLE:
“Roomers steht für die Liebe zum Leben. Und die Leidenschaft, sie mit der Welt zu teilen.”Roomers
Innovative Retail Ap-proaches
The thought ofCHANNELS and TOUCHPOINTSwill be adapted from retail industry. Just likeEXPERIENCE.
WARNING:Robots are the first answer to innovation in Hotels?
- I doubt it.
Building a good customer experience does not happen by accident. It happens by Design.
La Granja, Ibiza
OFFER TRANSFOR-MATIONAL TRAVEL EXPERIENCES.
--> Please don’t be the next random lifestyle Hotel.
CREATE NEW SPHERES, LIKE.....CONNECTING CLUBS
....MIXED-USE & REPUR-POSED PROPERTIES
RETURN ON INVEST-> RETURN ON INNOVATION.
EXAMPLE:The Student Hotel
YOUR EMPLOYEES ARE YOUR BRANDAMBASSADORS.
PEOPLE CAN LITERALLY SMELL AUTHENTICITY.
HAVE YOU HEARD ABOUT CLIENTELING?
EXAMPLE:About You
Deeply get to know custom-ers - offers products that fit to individual taste & style.
WHAT DRIVES YOUR GUEST TRAFFIC?... High Quality Hospitality.
...Visible Service.
....Communi-cative Setting.
...Inspirational Staging.
Consider:
- Pop-Up Events- Co-Working (the real one)- Iconic F&B-Everything related to [local] community
U S E S P A C E A S A F R A M E .A T O O L . A P L A T F O R M .
A C H A N C E .
CRATE A DATA DRIVEN, CONNECTED, GUEST & CUSTOMER EXPERIENCE.
DON’T FORGET GUESTOBSESSIONIN ALL THIS SELFOPTIMIZATION
!
WHERE THE MAGIC HAPPENS
ABOUT THE PANORAMA.
HOSPITALITYIS HUMANITY.
IT’S NOT ABOUT TECHNOLOGY.
IT’S ABOUT FULFILLING COMPLEX NEEDS. HOW TO BE RELEVANT?
LEARN FROM THE PIONEERS.
GET INSPIREDBY THE MASTERS IN OTHER CLASSES.
USE SPACE AS A FRAME. A TOOL. A PLATFORM. A CHANCE.
START WITH THE BASICS.
The panorama shows a bandwidth of thoughts and approaches towards the future of hospitality.
The panorama digs into different degrees of innovation.
The panorama shows different levels of detail - switching from big picture to detailed feature and back.
The panorama brings together trends, quotes, benchmarks and inspirations - from inside and outside of hospitality industry.
The panorama is a pool of inputs to open minds for ideation and transfer examples to specific solutions.
Not every idea in the panorama is valid for every case of hospitality.
Everything written in the panorama is subject to change and extension over time.
TAKE THE PAIN AWAY.
ALL PAINS SOLVED?LET’S GET TO THE FUN PART.
Reduce time and effort for:
Check-In and -OutWayfindingRoom entryService BookingsProblem articulation.....the famous lightswitch handling
to the absolute minimum.
HOSPITALITY IS CARING...... for people.... for environment.... for society.... for future.
THE CUSTOMER HAS CHOSEN TO BE HERE. PROOF HIM RIGHT.
THERE ARE NO LIMITS TO SENSES.
Let the customer> See> Hear> Smell> Touch> Inhale Identity.HUMANITY IS...
... adaptability.
... smartness.
... communication.
... rationalism.
... emotion.
... curiosity.
... empathy.
THE BACKEND IS THE KITCHEN.
‘I’M NOT A TARGET GROUP.’Your Customer
‘Understanding what customers do, allows you to predict what they will do next.’
EXAMPLE:
EXAMPLE:
Next Genis Biz Models.And Services. And Revenue Streams.
EVERY PIECE OF FURNITURE CAN BE SMART &CONNECTED. AND FABRICS TOO.
TECH IS ONLY A SERVANT.
DISRUPTION ALERT: END-TO-END EXPERIENCES.As a hotel, you decide to be one building block or to impact the whole chain of experiences.
EVERY SURFACE CAN BECOME A DISPLAY.AND A TOUCHPOINT.
WHO WILL RULE THE BUSINESS? THE ONE WHO PREDICTS THE FUTURE.
Technology has to become a new standard building block to architects and designers.
THE FRONTEND IS THE PLATE.
SOCIAL MEDIA IS YOUR GUEST’S REAL-ITLY.
Customization doesn’t stop with environments.
Flexible & ModularDynamicAccessibleEngaging exchangeAdapted by the user
PLATFORMSARE FOREVERYONE.
GIVE THEM A GOOD REASON TO RETURN REGULARY.
SHOW COURAGE
WE’RE ALL GETTING A
BIT Z.
PLATFORMS ARE
Make yourselfdigestable.
Make experiences easy and intuitive.
EXAMPLE:
DO RELEVANT THINGS.AND MAKE SURE PEOPLE KNOW.
EXAMPLE:
Your guest is much better informed than you are.
CHALLENGE OWN MINDSET.QUESTIONING.
NO BOXING. FLUID PERSONALITY.
The QO prove that embracing a sustaina-ble, circular approach is the only way to create a genuinely positive impact – for people & planet.
CONSIDER YOURSELF A PLATFORM FOR JOURNEYS.
BEWARE OF GEN Z.“Not only are they able to consume more information than any group before, they have also become accustomed to cutting through it. They are perhaps the most brand-critical, bullshit-repellent, questioning group around and will call out any behavior they dislike on social media.”Lucie Greene
EXAMPLE:
EVERY GUEST HAS A VALUE TO YOU.
„Wenn Roboter unsere Aufgaben übernehmen, wird Menschlichkeit unser neues Alleinstellungsmerkmal.“Miriam Meckel
CONTEXT IS KING.
ENGAGEMENT IS BORN FROM INTERACTION.
QO Hotel, Amsterdam
oyo, india
Oyo Hotels is the fastest growing Hotelnetwork in the world.
- Biometric check-in- 100% Automated Airbnb’s
PERFECT IMPERFECTION
“Die Idee hinter diesem Konzept ist, auf einer Reise kein fremder Tourist zu sein, sondern ein willkommener Gast.”
‘PEOPLE DO NOT BUY GOODS AND SERVICES. THEY BUY RELATIONS, STORIES, AND MAGIC.’ – SETH GODIN
EMBODY....INNOVATION.DEVELOPMENT.EVOLUTION.
CREATE A MICROCOSM THAT LIVES UP TO SOCIETY.
EXAMPLE:
‘La Granja is a farmstead set among Ibiza’s pastoral inlands and run in collaboration with Friends of a Farmer, an international association devoted to the cultivation of art, crops and inner gardens.’
Alibaba Flyzoo Hotel
YOUR COMFORT ZONE
Roomers Hotel
EXAMPLE:
“Roomers steht für die Liebe zum Leben. Und die Leidenschaft, sie mit der Welt zu teilen.”Roomers
Innovative Retail Ap-proaches
The thought ofCHANNELS and TOUCHPOINTSwill be adapted from retail industry. Just likeEXPERIENCE.
WARNING:Robots are the first answer to innovation in Hotels?
- I doubt it.
Building a good customer experience does not happen by accident. It happens by Design.
La Granja, Ibiza
OFFER TRANSFOR-MATIONAL TRAVEL EXPERIENCES.
--> Please don’t be the next random lifestyle Hotel.
CREATE NEW SPHERES, LIKE.....CONNECTING CLUBS
....MIXED-USE & REPUR-POSED PROPERTIES
RETURN ON INVEST-> RETURN ON INNOVATION.
EXAMPLE:The Student Hotel
YOUR EMPLOYEES ARE YOUR BRANDAMBASSADORS.
PEOPLE CAN LITERALLY SMELL AUTHENTICITY.
HAVE YOU HEARD ABOUT CLIENTELING?
EXAMPLE:About You
Deeply get to know custom-ers - offers products that fit to individual taste & style.
WHAT DRIVES YOUR GUEST TRAFFIC?... High Quality Hospitality.
...Visible Service.
....Communi-cative Setting.
...Inspirational Staging.
Consider:
- Pop-Up Events- Co-Working (the real one)- Iconic F&B-Everything related to [local] community
N E X T G E N E R A T I O N | 2 8 . 0 5 . 1 92 0 |
CRATE A DATA DRIVEN, CONNECTED, GUEST & CUSTOMER EXPERIENCE.
DON’T FORGET GUESTOBSESSIONIN ALL THIS SELFOPTIMIZATION
!
WHERE THE MAGIC HAPPENS
ABOUT THE PANORAMA.
HOSPITALITYIS HUMANITY.
IT’S NOT ABOUT TECHNOLOGY.
IT’S ABOUT FULFILLING COMPLEX NEEDS. HOW TO BE RELEVANT?
LEARN FROM THE PIONEERS.
GET INSPIREDBY THE MASTERS IN OTHER CLASSES.
USE SPACE AS A FRAME. A TOOL. A PLATFORM. A CHANCE.
START WITH THE BASICS.
The panorama shows a bandwidth of thoughts and approaches towards the future of hospitality.
The panorama digs into different degrees of innovation.
The panorama shows different levels of detail - switching from big picture to detailed feature and back.
The panorama brings together trends, quotes, benchmarks and inspirations - from inside and outside of hospitality industry.
The panorama is a pool of inputs to open minds for ideation and transfer examples to specific solutions.
Not every idea in the panorama is valid for every case of hospitality.
Everything written in the panorama is subject to change and extension over time.
TAKE THE PAIN AWAY.
ALL PAINS SOLVED?LET’S GET TO THE FUN PART.
Reduce time and effort for:
Check-In and -OutWayfindingRoom entryService BookingsProblem articulation.....the famous lightswitch handling
to the absolute minimum.
HOSPITALITY IS CARING...... for people.... for environment.... for society.... for future.
THE CUSTOMER HAS CHOSEN TO BE HERE. PROOF HIM RIGHT.
THERE ARE NO LIMITS TO SENSES.
Let the customer> See> Hear> Smell> Touch> Inhale Identity.HUMANITY IS...
... adaptability.
... smartness.
... communication.
... rationalism.
... emotion.
... curiosity.
... empathy.
THE BACKEND IS THE KITCHEN.
‘I’M NOT A TARGET GROUP.’Your Customer
‘Understanding what customers do, allows you to predict what they will do next.’
EXAMPLE:
EXAMPLE:
Next Genis Biz Models.And Services. And Revenue Streams.
EVERY PIECE OF FURNITURE CAN BE SMART &CONNECTED. AND FABRICS TOO.
TECH IS ONLY A SERVANT.
DISRUPTION ALERT: END-TO-END EXPERIENCES.As a hotel, you decide to be one building block or to impact the whole chain of experiences.
EVERY SURFACE CAN BECOME A DISPLAY.AND A TOUCHPOINT.
WHO WILL RULE THE BUSINESS? THE ONE WHO PREDICTS THE FUTURE.
Technology has to become a new standard building block to architects and designers.
THE FRONTEND IS THE PLATE.
SOCIAL MEDIA IS YOUR GUEST’S REAL-ITLY.
Customization doesn’t stop with environments.
Flexible & ModularDynamicAccessibleEngaging exchangeAdapted by the user
PLATFORMSARE FOREVERYONE.
GIVE THEM A GOOD REASON TO RETURN REGULARY.
SHOW COURAGE
WE’RE ALL GETTING A
BIT Z.
PLATFORMS ARE
Make yourselfdigestable.
Make experiences easy and intuitive.
EXAMPLE:
DO RELEVANT THINGS.AND MAKE SURE PEOPLE KNOW.
EXAMPLE:
Your guest is much better informed than you are.
CHALLENGE OWN MINDSET.QUESTIONING.
NO BOXING. FLUID PERSONALITY.
The QO prove that embracing a sustaina-ble, circular approach is the only way to create a genuinely positive impact – for people & planet.
CONSIDER YOURSELF A PLATFORM FOR JOURNEYS.
BEWARE OF GEN Z.“Not only are they able to consume more information than any group before, they have also become accustomed to cutting through it. They are perhaps the most brand-critical, bullshit-repellent, questioning group around and will call out any behavior they dislike on social media.”Lucie Greene
EXAMPLE:
EVERY GUEST HAS A VALUE TO YOU.
„Wenn Roboter unsere Aufgaben übernehmen, wird Menschlichkeit unser neues Alleinstellungsmerkmal.“Miriam Meckel
CONTEXT IS KING.
ENGAGEMENT IS BORN FROM INTERACTION.
QO Hotel, Amsterdam
oyo, india
Oyo Hotels is the fastest growing Hotelnetwork in the world.
- Biometric check-in- 100% Automated Airbnb’s
PERFECT IMPERFECTION
“Die Idee hinter diesem Konzept ist, auf einer Reise kein fremder Tourist zu sein, sondern ein willkommener Gast.”
‘PEOPLE DO NOT BUY GOODS AND SERVICES. THEY BUY RELATIONS, STORIES, AND MAGIC.’ – SETH GODIN
EMBODY....INNOVATION.DEVELOPMENT.EVOLUTION.
CREATE A MICROCOSM THAT LIVES UP TO SOCIETY.
EXAMPLE:
‘La Granja is a farmstead set among Ibiza’s pastoral inlands and run in collaboration with Friends of a Farmer, an international association devoted to the cultivation of art, crops and inner gardens.’
Alibaba Flyzoo Hotel
YOUR COMFORT ZONE
Roomers Hotel
EXAMPLE:
“Roomers steht für die Liebe zum Leben. Und die Leidenschaft, sie mit der Welt zu teilen.”Roomers
Innovative Retail Ap-proaches
The thought ofCHANNELS and TOUCHPOINTSwill be adapted from retail industry. Just likeEXPERIENCE.
WARNING:Robots are the first answer to innovation in Hotels?
- I doubt it.
Building a good customer experience does not happen by accident. It happens by Design.
La Granja, Ibiza
OFFER TRANSFOR-MATIONAL TRAVEL EXPERIENCES.
--> Please don’t be the next random lifestyle Hotel.
CREATE NEW SPHERES, LIKE.....CONNECTING CLUBS
....MIXED-USE & REPUR-POSED PROPERTIES
RETURN ON INVEST-> RETURN ON INNOVATION.
EXAMPLE:The Student Hotel
YOUR EMPLOYEES ARE YOUR BRANDAMBASSADORS.
PEOPLE CAN LITERALLY SMELL AUTHENTICITY.
HAVE YOU HEARD ABOUT CLIENTELING?
EXAMPLE:About You
Deeply get to know custom-ers - offers products that fit to individual taste & style.
WHAT DRIVES YOUR GUEST TRAFFIC?... High Quality Hospitality.
...Visible Service.
....Communi-cative Setting.
...Inspirational Staging.
Consider:
- Pop-Up Events- Co-Working (the real one)- Iconic F&B-Everything related to [local] community
U S E S P A C E A S A F R A M E .A T O O L . A P L A T F O R M .
A C H A N C E .
CRATE A DATA DRIVEN, CONNECTED, GUEST & CUSTOMER EXPERIENCE.
DON’T FORGET GUESTOBSESSIONIN ALL THIS SELFOPTIMIZATION
!
WHERE THE MAGIC HAPPENS
ABOUT THE PANORAMA.
HOSPITALITYIS HUMANITY.
IT’S NOT ABOUT TECHNOLOGY.
IT’S ABOUT FULFILLING COMPLEX NEEDS. HOW TO BE RELEVANT?
LEARN FROM THE PIONEERS.
GET INSPIREDBY THE MASTERS IN OTHER CLASSES.
USE SPACE AS A FRAME. A TOOL. A PLATFORM. A CHANCE.
START WITH THE BASICS.
The panorama shows a bandwidth of thoughts and approaches towards the future of hospitality.
The panorama digs into different degrees of innovation.
The panorama shows different levels of detail - switching from big picture to detailed feature and back.
The panorama brings together trends, quotes, benchmarks and inspirations - from inside and outside of hospitality industry.
The panorama is a pool of inputs to open minds for ideation and transfer examples to specific solutions.
Not every idea in the panorama is valid for every case of hospitality.
Everything written in the panorama is subject to change and extension over time.
TAKE THE PAIN AWAY.
ALL PAINS SOLVED?LET’S GET TO THE FUN PART.
Reduce time and effort for:
Check-In and -OutWayfindingRoom entryService BookingsProblem articulation.....the famous lightswitch handling
to the absolute minimum.
HOSPITALITY IS CARING...... for people.... for environment.... for society.... for future.
THE CUSTOMER HAS CHOSEN TO BE HERE. PROOF HIM RIGHT.
THERE ARE NO LIMITS TO SENSES.
Let the customer> See> Hear> Smell> Touch> Inhale Identity.HUMANITY IS...
... adaptability.
... smartness.
... communication.
... rationalism.
... emotion.
... curiosity.
... empathy.
THE BACKEND IS THE KITCHEN.
‘I’M NOT A TARGET GROUP.’Your Customer
‘Understanding what customers do, allows you to predict what they will do next.’
EXAMPLE:
EXAMPLE:
Next Genis Biz Models.And Services. And Revenue Streams.
EVERY PIECE OF FURNITURE CAN BE SMART &CONNECTED. AND FABRICS TOO.
TECH IS ONLY A SERVANT.
DISRUPTION ALERT: END-TO-END EXPERIENCES.As a hotel, you decide to be one building block or to impact the whole chain of experiences.
EVERY SURFACE CAN BECOME A DISPLAY.AND A TOUCHPOINT.
WHO WILL RULE THE BUSINESS? THE ONE WHO PREDICTS THE FUTURE.
Technology has to become a new standard building block to architects and designers.
THE FRONTEND IS THE PLATE.
SOCIAL MEDIA IS YOUR GUEST’S REAL-ITLY.
Customization doesn’t stop with environments.
Flexible & ModularDynamicAccessibleEngaging exchangeAdapted by the user
PLATFORMSARE FOREVERYONE.
GIVE THEM A GOOD REASON TO RETURN REGULARY.
SHOW COURAGE
WE’RE ALL GETTING A
BIT Z.
PLATFORMS ARE
Make yourselfdigestable.
Make experiences easy and intuitive.
EXAMPLE:
DO RELEVANT THINGS.AND MAKE SURE PEOPLE KNOW.
EXAMPLE:
Your guest is much better informed than you are.
CHALLENGE OWN MINDSET.QUESTIONING.
NO BOXING. FLUID PERSONALITY.
The QO prove that embracing a sustaina-ble, circular approach is the only way to create a genuinely positive impact – for people & planet.
CONSIDER YOURSELF A PLATFORM FOR JOURNEYS.
BEWARE OF GEN Z.“Not only are they able to consume more information than any group before, they have also become accustomed to cutting through it. They are perhaps the most brand-critical, bullshit-repellent, questioning group around and will call out any behavior they dislike on social media.”Lucie Greene
EXAMPLE:
EVERY GUEST HAS A VALUE TO YOU.
„Wenn Roboter unsere Aufgaben übernehmen, wird Menschlichkeit unser neues Alleinstellungsmerkmal.“Miriam Meckel
CONTEXT IS KING.
ENGAGEMENT IS BORN FROM INTERACTION.
QO Hotel, Amsterdam
oyo, india
Oyo Hotels is the fastest growing Hotelnetwork in the world.
- Biometric check-in- 100% Automated Airbnb’s
PERFECT IMPERFECTION
“Die Idee hinter diesem Konzept ist, auf einer Reise kein fremder Tourist zu sein, sondern ein willkommener Gast.”
‘PEOPLE DO NOT BUY GOODS AND SERVICES. THEY BUY RELATIONS, STORIES, AND MAGIC.’ – SETH GODIN
EMBODY....INNOVATION.DEVELOPMENT.EVOLUTION.
CREATE A MICROCOSM THAT LIVES UP TO SOCIETY.
EXAMPLE:
‘La Granja is a farmstead set among Ibiza’s pastoral inlands and run in collaboration with Friends of a Farmer, an international association devoted to the cultivation of art, crops and inner gardens.’
Alibaba Flyzoo Hotel
YOUR COMFORT ZONE
Roomers Hotel
EXAMPLE:
“Roomers steht für die Liebe zum Leben. Und die Leidenschaft, sie mit der Welt zu teilen.”Roomers
Innovative Retail Ap-proaches
The thought ofCHANNELS and TOUCHPOINTSwill be adapted from retail industry. Just likeEXPERIENCE.
WARNING:Robots are the first answer to innovation in Hotels?
- I doubt it.
Building a good customer experience does not happen by accident. It happens by Design.
La Granja, Ibiza
OFFER TRANSFOR-MATIONAL TRAVEL EXPERIENCES.
--> Please don’t be the next random lifestyle Hotel.
CREATE NEW SPHERES, LIKE.....CONNECTING CLUBS
....MIXED-USE & REPUR-POSED PROPERTIES
RETURN ON INVEST-> RETURN ON INNOVATION.
EXAMPLE:The Student Hotel
YOUR EMPLOYEES ARE YOUR BRANDAMBASSADORS.
PEOPLE CAN LITERALLY SMELL AUTHENTICITY.
HAVE YOU HEARD ABOUT CLIENTELING?
EXAMPLE:About You
Deeply get to know custom-ers - offers products that fit to individual taste & style.
WHAT DRIVES YOUR GUEST TRAFFIC?... High Quality Hospitality.
...Visible Service.
....Communi-cative Setting.
...Inspirational Staging.
Consider:
- Pop-Up Events- Co-Working (the real one)- Iconic F&B-Everything related to [local] community
N E X T G E N E R A T I O N | 2 8 . 0 5 . 1 92 1 |
U S E S P A C E A S A F R A M E .A T O O L . A P L A T F O R M .
A C H A N C E .
CRATE A DATA DRIVEN, CONNECTED, GUEST & CUSTOMER EXPERIENCE.
DON’T FORGET GUESTOBSESSIONIN ALL THIS SELFOPTIMIZATION
!
WHERE THE MAGIC HAPPENS
ABOUT THE PANORAMA.
HOSPITALITYIS HUMANITY.
IT’S NOT ABOUT TECHNOLOGY.
IT’S ABOUT FULFILLING COMPLEX NEEDS. HOW TO BE RELEVANT?
LEARN FROM THE PIONEERS.
GET INSPIREDBY THE MASTERS IN OTHER CLASSES.
USE SPACE AS A FRAME. A TOOL. A PLATFORM. A CHANCE.
START WITH THE BASICS.
The panorama shows a bandwidth of thoughts and approaches towards the future of hospitality.
The panorama digs into different degrees of innovation.
The panorama shows different levels of detail - switching from big picture to detailed feature and back.
The panorama brings together trends, quotes, benchmarks and inspirations - from inside and outside of hospitality industry.
The panorama is a pool of inputs to open minds for ideation and transfer examples to specific solutions.
Not every idea in the panorama is valid for every case of hospitality.
Everything written in the panorama is subject to change and extension over time.
TAKE THE PAIN AWAY.
ALL PAINS SOLVED?LET’S GET TO THE FUN PART.
Reduce time and effort for:
Check-In and -OutWayfindingRoom entryService BookingsProblem articulation.....the famous lightswitch handling
to the absolute minimum.
HOSPITALITY IS CARING...... for people.... for environment.... for society.... for future.
THE CUSTOMER HAS CHOSEN TO BE HERE. PROOF HIM RIGHT.
THERE ARE NO LIMITS TO SENSES.
Let the customer> See> Hear> Smell> Touch> Inhale Identity.HUMANITY IS...
... adaptability.
... smartness.
... communication.
... rationalism.
... emotion.
... curiosity.
... empathy.
THE BACKEND IS THE KITCHEN.
‘I’M NOT A TARGET GROUP.’Your Customer
‘Understanding what customers do, allows you to predict what they will do next.’
EXAMPLE:
EXAMPLE:
Next Genis Biz Models.And Services. And Revenue Streams.
EVERY PIECE OF FURNITURE CAN BE SMART &CONNECTED. AND FABRICS TOO.
TECH IS ONLY A SERVANT.
DISRUPTION ALERT: END-TO-END EXPERIENCES.As a hotel, you decide to be one building block or to impact the whole chain of experiences.
EVERY SURFACE CAN BECOME A DISPLAY.AND A TOUCHPOINT.
WHO WILL RULE THE BUSINESS? THE ONE WHO PREDICTS THE FUTURE.
Technology has to become a new standard building block to architects and designers.
THE FRONTEND IS THE PLATE.
SOCIAL MEDIA IS YOUR GUEST’S REAL-ITLY.
Customization doesn’t stop with environments.
Flexible & ModularDynamicAccessibleEngaging exchangeAdapted by the user
PLATFORMSARE FOREVERYONE.
GIVE THEM A GOOD REASON TO RETURN REGULARY.
SHOW COURAGE
WE’RE ALL GETTING A
BIT Z.
PLATFORMS ARE
Make yourselfdigestable.
Make experiences easy and intuitive.
EXAMPLE:
DO RELEVANT THINGS.AND MAKE SURE PEOPLE KNOW.
EXAMPLE:
Your guest is much better informed than you are.
CHALLENGE OWN MINDSET.QUESTIONING.
NO BOXING. FLUID PERSONALITY.
The QO prove that embracing a sustaina-ble, circular approach is the only way to create a genuinely positive impact – for people & planet.
CONSIDER YOURSELF A PLATFORM FOR JOURNEYS.
BEWARE OF GEN Z.“Not only are they able to consume more information than any group before, they have also become accustomed to cutting through it. They are perhaps the most brand-critical, bullshit-repellent, questioning group around and will call out any behavior they dislike on social media.”Lucie Greene
EXAMPLE:
EVERY GUEST HAS A VALUE TO YOU.
„Wenn Roboter unsere Aufgaben übernehmen, wird Menschlichkeit unser neues Alleinstellungsmerkmal.“Miriam Meckel
CONTEXT IS KING.
ENGAGEMENT IS BORN FROM INTERACTION.
QO Hotel, Amsterdam
oyo, india
Oyo Hotels is the fastest growing Hotelnetwork in the world.
- Biometric check-in- 100% Automated Airbnb’s
PERFECT IMPERFECTION
“Die Idee hinter diesem Konzept ist, auf einer Reise kein fremder Tourist zu sein, sondern ein willkommener Gast.”
‘PEOPLE DO NOT BUY GOODS AND SERVICES. THEY BUY RELATIONS, STORIES, AND MAGIC.’ – SETH GODIN
EMBODY....INNOVATION.DEVELOPMENT.EVOLUTION.
CREATE A MICROCOSM THAT LIVES UP TO SOCIETY.
EXAMPLE:
‘La Granja is a farmstead set among Ibiza’s pastoral inlands and run in collaboration with Friends of a Farmer, an international association devoted to the cultivation of art, crops and inner gardens.’
Alibaba Flyzoo Hotel
YOUR COMFORT ZONE
Roomers Hotel
EXAMPLE:
“Roomers steht für die Liebe zum Leben. Und die Leidenschaft, sie mit der Welt zu teilen.”Roomers
Innovative Retail Ap-proaches
The thought ofCHANNELS and TOUCHPOINTSwill be adapted from retail industry. Just likeEXPERIENCE.
WARNING:Robots are the first answer to innovation in Hotels?
- I doubt it.
Building a good customer experience does not happen by accident. It happens by Design.
La Granja, Ibiza
OFFER TRANSFOR-MATIONAL TRAVEL EXPERIENCES.
--> Please don’t be the next random lifestyle Hotel.
CREATE NEW SPHERES, LIKE.....CONNECTING CLUBS
....MIXED-USE & REPUR-POSED PROPERTIES
RETURN ON INVEST-> RETURN ON INNOVATION.
EXAMPLE:The Student Hotel
YOUR EMPLOYEES ARE YOUR BRANDAMBASSADORS.
PEOPLE CAN LITERALLY SMELL AUTHENTICITY.
HAVE YOU HEARD ABOUT CLIENTELING?
EXAMPLE:About You
Deeply get to know custom-ers - offers products that fit to individual taste & style.
WHAT DRIVES YOUR GUEST TRAFFIC?... High Quality Hospitality.
...Visible Service.
....Communi-cative Setting.
...Inspirational Staging.
Consider:
- Pop-Up Events- Co-Working (the real one)- Iconic F&B-Everything related to [local] community
CRATE A DATA DRIVEN, CONNECTED, GUEST & CUSTOMER EXPERIENCE.
DON’T FORGET GUESTOBSESSIONIN ALL THIS SELFOPTIMIZATION
!
WHERE THE MAGIC HAPPENS
ABOUT THE PANORAMA.
HOSPITALITYIS HUMANITY.
IT’S NOT ABOUT TECHNOLOGY.
IT’S ABOUT FULFILLING COMPLEX NEEDS. HOW TO BE RELEVANT?
LEARN FROM THE PIONEERS.
GET INSPIREDBY THE MASTERS IN OTHER CLASSES.
USE SPACE AS A FRAME. A TOOL. A PLATFORM. A CHANCE.
START WITH THE BASICS.
The panorama shows a bandwidth of thoughts and approaches towards the future of hospitality.
The panorama digs into different degrees of innovation.
The panorama shows different levels of detail - switching from big picture to detailed feature and back.
The panorama brings together trends, quotes, benchmarks and inspirations - from inside and outside of hospitality industry.
The panorama is a pool of inputs to open minds for ideation and transfer examples to specific solutions.
Not every idea in the panorama is valid for every case of hospitality.
Everything written in the panorama is subject to change and extension over time.
TAKE THE PAIN AWAY.
ALL PAINS SOLVED?LET’S GET TO THE FUN PART.
Reduce time and effort for:
Check-In and -OutWayfindingRoom entryService BookingsProblem articulation.....the famous lightswitch handling
to the absolute minimum.
HOSPITALITY IS CARING...... for people.... for environment.... for society.... for future.
THE CUSTOMER HAS CHOSEN TO BE HERE. PROOF HIM RIGHT.
THERE ARE NO LIMITS TO SENSES.
Let the customer> See> Hear> Smell> Touch> Inhale Identity.HUMANITY IS...
... adaptability.
... smartness.
... communication.
... rationalism.
... emotion.
... curiosity.
... empathy.
THE BACKEND IS THE KITCHEN.
‘I’M NOT A TARGET GROUP.’Your Customer
‘Understanding what customers do, allows you to predict what they will do next.’
EXAMPLE:
EXAMPLE:
Next Genis Biz Models.And Services. And Revenue Streams.
EVERY PIECE OF FURNITURE CAN BE SMART &CONNECTED. AND FABRICS TOO.
TECH IS ONLY A SERVANT.
DISRUPTION ALERT: END-TO-END EXPERIENCES.As a hotel, you decide to be one building block or to impact the whole chain of experiences.
EVERY SURFACE CAN BECOME A DISPLAY.AND A TOUCHPOINT.
WHO WILL RULE THE BUSINESS? THE ONE WHO PREDICTS THE FUTURE.
Technology has to become a new standard building block to architects and designers.
THE FRONTEND IS THE PLATE.
SOCIAL MEDIA IS YOUR GUEST’S REAL-ITLY.
Customization doesn’t stop with environments.
Flexible & ModularDynamicAccessibleEngaging exchangeAdapted by the user
PLATFORMSARE FOREVERYONE.
GIVE THEM A GOOD REASON TO RETURN REGULARY.
SHOW COURAGE
WE’RE ALL GETTING A
BIT Z.
PLATFORMS ARE
Make yourselfdigestable.
Make experiences easy and intuitive.
EXAMPLE:
DO RELEVANT THINGS.AND MAKE SURE PEOPLE KNOW.
EXAMPLE:
Your guest is much better informed than you are.
CHALLENGE OWN MINDSET.QUESTIONING.
NO BOXING. FLUID PERSONALITY.
The QO prove that embracing a sustaina-ble, circular approach is the only way to create a genuinely positive impact – for people & planet.
CONSIDER YOURSELF A PLATFORM FOR JOURNEYS.
BEWARE OF GEN Z.“Not only are they able to consume more information than any group before, they have also become accustomed to cutting through it. They are perhaps the most brand-critical, bullshit-repellent, questioning group around and will call out any behavior they dislike on social media.”Lucie Greene
EXAMPLE:
EVERY GUEST HAS A VALUE TO YOU.
„Wenn Roboter unsere Aufgaben übernehmen, wird Menschlichkeit unser neues Alleinstellungsmerkmal.“Miriam Meckel
CONTEXT IS KING.
ENGAGEMENT IS BORN FROM INTERACTION.
QO Hotel, Amsterdam
oyo, india
Oyo Hotels is the fastest growing Hotelnetwork in the world.
- Biometric check-in- 100% Automated Airbnb’s
PERFECT IMPERFECTION
“Die Idee hinter diesem Konzept ist, auf einer Reise kein fremder Tourist zu sein, sondern ein willkommener Gast.”
‘PEOPLE DO NOT BUY GOODS AND SERVICES. THEY BUY RELATIONS, STORIES, AND MAGIC.’ – SETH GODIN
EMBODY....INNOVATION.DEVELOPMENT.EVOLUTION.
CREATE A MICROCOSM THAT LIVES UP TO SOCIETY.
EXAMPLE:
‘La Granja is a farmstead set among Ibiza’s pastoral inlands and run in collaboration with Friends of a Farmer, an international association devoted to the cultivation of art, crops and inner gardens.’
Alibaba Flyzoo Hotel
YOUR COMFORT ZONE
Roomers Hotel
EXAMPLE:
“Roomers steht für die Liebe zum Leben. Und die Leidenschaft, sie mit der Welt zu teilen.”Roomers
Innovative Retail Ap-proaches
The thought ofCHANNELS and TOUCHPOINTSwill be adapted from retail industry. Just likeEXPERIENCE.
WARNING:Robots are the first answer to innovation in Hotels?
- I doubt it.
Building a good customer experience does not happen by accident. It happens by Design.
La Granja, Ibiza
OFFER TRANSFOR-MATIONAL TRAVEL EXPERIENCES.
--> Please don’t be the next random lifestyle Hotel.
CREATE NEW SPHERES, LIKE.....CONNECTING CLUBS
....MIXED-USE & REPUR-POSED PROPERTIES
RETURN ON INVEST-> RETURN ON INNOVATION.
EXAMPLE:The Student Hotel
YOUR EMPLOYEES ARE YOUR BRANDAMBASSADORS.
PEOPLE CAN LITERALLY SMELL AUTHENTICITY.
HAVE YOU HEARD ABOUT CLIENTELING?
EXAMPLE:About You
Deeply get to know custom-ers - offers products that fit to individual taste & style.
WHAT DRIVES YOUR GUEST TRAFFIC?... High Quality Hospitality.
...Visible Service.
....Communi-cative Setting.
...Inspirational Staging.
Consider:
- Pop-Up Events- Co-Working (the real one)- Iconic F&B-Everything related to [local] community
N E X T G E N E R A T I O N | 2 8 . 0 5 . 1 92 2 |
CRATE A DATA DRIVEN, CONNECTED, GUEST & CUSTOMER EXPERIENCE.
DON’T FORGET GUESTOBSESSIONIN ALL THIS SELFOPTIMIZATION
!
WHERE THE MAGIC HAPPENS
ABOUT THE PANORAMA.
HOSPITALITYIS HUMANITY.
IT’S NOT ABOUT TECHNOLOGY.
IT’S ABOUT FULFILLING COMPLEX NEEDS. HOW TO BE RELEVANT?
LEARN FROM THE PIONEERS.
GET INSPIREDBY THE MASTERS IN OTHER CLASSES.
USE SPACE AS A FRAME. A TOOL. A PLATFORM. A CHANCE.
START WITH THE BASICS.
The panorama shows a bandwidth of thoughts and approaches towards the future of hospitality.
The panorama digs into different degrees of innovation.
The panorama shows different levels of detail - switching from big picture to detailed feature and back.
The panorama brings together trends, quotes, benchmarks and inspirations - from inside and outside of hospitality industry.
The panorama is a pool of inputs to open minds for ideation and transfer examples to specific solutions.
Not every idea in the panorama is valid for every case of hospitality.
Everything written in the panorama is subject to change and extension over time.
TAKE THE PAIN AWAY.
ALL PAINS SOLVED?LET’S GET TO THE FUN PART.
Reduce time and effort for:
Check-In and -OutWayfindingRoom entryService BookingsProblem articulation.....the famous lightswitch handling
to the absolute minimum.
HOSPITALITY IS CARING...... for people.... for environment.... for society.... for future.
THE CUSTOMER HAS CHOSEN TO BE HERE. PROOF HIM RIGHT.
THERE ARE NO LIMITS TO SENSES.
Let the customer> See> Hear> Smell> Touch> Inhale Identity.HUMANITY IS...
... adaptability.
... smartness.
... communication.
... rationalism.
... emotion.
... curiosity.
... empathy.
THE BACKEND IS THE KITCHEN.
‘I’M NOT A TARGET GROUP.’Your Customer
‘Understanding what customers do, allows you to predict what they will do next.’
EXAMPLE:
EXAMPLE:
Next Genis Biz Models.And Services. And Revenue Streams.
EVERY PIECE OF FURNITURE CAN BE SMART &CONNECTED. AND FABRICS TOO.
TECH IS ONLY A SERVANT.
DISRUPTION ALERT: END-TO-END EXPERIENCES.As a hotel, you decide to be one building block or to impact the whole chain of experiences.
EVERY SURFACE CAN BECOME A DISPLAY.AND A TOUCHPOINT.
WHO WILL RULE THE BUSINESS? THE ONE WHO PREDICTS THE FUTURE.
Technology has to become a new standard building block to architects and designers.
THE FRONTEND IS THE PLATE.
SOCIAL MEDIA IS YOUR GUEST’S REAL-ITLY.
Customization doesn’t stop with environments.
Flexible & ModularDynamicAccessibleEngaging exchangeAdapted by the user
PLATFORMSARE FOREVERYONE.
GIVE THEM A GOOD REASON TO RETURN REGULARY.
SHOW COURAGE
WE’RE ALL GETTING A
BIT Z.
PLATFORMS ARE
Make yourselfdigestable.
Make experiences easy and intuitive.
EXAMPLE:
DO RELEVANT THINGS.AND MAKE SURE PEOPLE KNOW.
EXAMPLE:
Your guest is much better informed than you are.
CHALLENGE OWN MINDSET.QUESTIONING.
NO BOXING. FLUID PERSONALITY.
The QO prove that embracing a sustaina-ble, circular approach is the only way to create a genuinely positive impact – for people & planet.
CONSIDER YOURSELF A PLATFORM FOR JOURNEYS.
BEWARE OF GEN Z.“Not only are they able to consume more information than any group before, they have also become accustomed to cutting through it. They are perhaps the most brand-critical, bullshit-repellent, questioning group around and will call out any behavior they dislike on social media.”Lucie Greene
EXAMPLE:
EVERY GUEST HAS A VALUE TO YOU.
„Wenn Roboter unsere Aufgaben übernehmen, wird Menschlichkeit unser neues Alleinstellungsmerkmal.“Miriam Meckel
CONTEXT IS KING.
ENGAGEMENT IS BORN FROM INTERACTION.
QO Hotel, Amsterdam
oyo, india
Oyo Hotels is the fastest growing Hotelnetwork in the world.
- Biometric check-in- 100% Automated Airbnb’s
PERFECT IMPERFECTION
“Die Idee hinter diesem Konzept ist, auf einer Reise kein fremder Tourist zu sein, sondern ein willkommener Gast.”
‘PEOPLE DO NOT BUY GOODS AND SERVICES. THEY BUY RELATIONS, STORIES, AND MAGIC.’ – SETH GODIN
EMBODY....INNOVATION.DEVELOPMENT.EVOLUTION.
CREATE A MICROCOSM THAT LIVES UP TO SOCIETY.
EXAMPLE:
‘La Granja is a farmstead set among Ibiza’s pastoral inlands and run in collaboration with Friends of a Farmer, an international association devoted to the cultivation of art, crops and inner gardens.’
Alibaba Flyzoo Hotel
YOUR COMFORT ZONE
Roomers Hotel
EXAMPLE:
“Roomers steht für die Liebe zum Leben. Und die Leidenschaft, sie mit der Welt zu teilen.”Roomers
Innovative Retail Ap-proaches
The thought ofCHANNELS and TOUCHPOINTSwill be adapted from retail industry. Just likeEXPERIENCE.
WARNING:Robots are the first answer to innovation in Hotels?
- I doubt it.
Building a good customer experience does not happen by accident. It happens by Design.
La Granja, Ibiza
OFFER TRANSFOR-MATIONAL TRAVEL EXPERIENCES.
--> Please don’t be the next random lifestyle Hotel.
CREATE NEW SPHERES, LIKE.....CONNECTING CLUBS
....MIXED-USE & REPUR-POSED PROPERTIES
RETURN ON INVEST-> RETURN ON INNOVATION.
EXAMPLE:The Student Hotel
YOUR EMPLOYEES ARE YOUR BRANDAMBASSADORS.
PEOPLE CAN LITERALLY SMELL AUTHENTICITY.
HAVE YOU HEARD ABOUT CLIENTELING?
EXAMPLE:About You
Deeply get to know custom-ers - offers products that fit to individual taste & style.
WHAT DRIVES YOUR GUEST TRAFFIC?... High Quality Hospitality.
...Visible Service.
....Communi-cative Setting.
...Inspirational Staging.
Consider:
- Pop-Up Events- Co-Working (the real one)- Iconic F&B-Everything related to [local] community
U S E S P A C E A S A F R A M E .A T O O L . A P L A T F O R M .
A C H A N C E .
CRATE A DATA DRIVEN, CONNECTED, GUEST & CUSTOMER EXPERIENCE.
DON’T FORGET GUESTOBSESSIONIN ALL THIS SELFOPTIMIZATION
!
WHERE THE MAGIC HAPPENS
ABOUT THE PANORAMA.
HOSPITALITYIS HUMANITY.
IT’S NOT ABOUT TECHNOLOGY.
IT’S ABOUT FULFILLING COMPLEX NEEDS. HOW TO BE RELEVANT?
LEARN FROM THE PIONEERS.
GET INSPIREDBY THE MASTERS IN OTHER CLASSES.
USE SPACE AS A FRAME. A TOOL. A PLATFORM. A CHANCE.
START WITH THE BASICS.
The panorama shows a bandwidth of thoughts and approaches towards the future of hospitality.
The panorama digs into different degrees of innovation.
The panorama shows different levels of detail - switching from big picture to detailed feature and back.
The panorama brings together trends, quotes, benchmarks and inspirations - from inside and outside of hospitality industry.
The panorama is a pool of inputs to open minds for ideation and transfer examples to specific solutions.
Not every idea in the panorama is valid for every case of hospitality.
Everything written in the panorama is subject to change and extension over time.
TAKE THE PAIN AWAY.
ALL PAINS SOLVED?LET’S GET TO THE FUN PART.
Reduce time and effort for:
Check-In and -OutWayfindingRoom entryService BookingsProblem articulation.....the famous lightswitch handling
to the absolute minimum.
HOSPITALITY IS CARING...... for people.... for environment.... for society.... for future.
THE CUSTOMER HAS CHOSEN TO BE HERE. PROOF HIM RIGHT.
THERE ARE NO LIMITS TO SENSES.
Let the customer> See> Hear> Smell> Touch> Inhale Identity.HUMANITY IS...
... adaptability.
... smartness.
... communication.
... rationalism.
... emotion.
... curiosity.
... empathy.
THE BACKEND IS THE KITCHEN.
‘I’M NOT A TARGET GROUP.’Your Customer
‘Understanding what customers do, allows you to predict what they will do next.’
EXAMPLE:
EXAMPLE:
Next Genis Biz Models.And Services. And Revenue Streams.
EVERY PIECE OF FURNITURE CAN BE SMART &CONNECTED. AND FABRICS TOO.
TECH IS ONLY A SERVANT.
DISRUPTION ALERT: END-TO-END EXPERIENCES.As a hotel, you decide to be one building block or to impact the whole chain of experiences.
EVERY SURFACE CAN BECOME A DISPLAY.AND A TOUCHPOINT.
WHO WILL RULE THE BUSINESS? THE ONE WHO PREDICTS THE FUTURE.
Technology has to become a new standard building block to architects and designers.
THE FRONTEND IS THE PLATE.
SOCIAL MEDIA IS YOUR GUEST’S REAL-ITLY.
Customization doesn’t stop with environments.
Flexible & ModularDynamicAccessibleEngaging exchangeAdapted by the user
PLATFORMSARE FOREVERYONE.
GIVE THEM A GOOD REASON TO RETURN REGULARY.
SHOW COURAGE
WE’RE ALL GETTING A
BIT Z.
PLATFORMS ARE
Make yourselfdigestable.
Make experiences easy and intuitive.
EXAMPLE:
DO RELEVANT THINGS.AND MAKE SURE PEOPLE KNOW.
EXAMPLE:
Your guest is much better informed than you are.
CHALLENGE OWN MINDSET.QUESTIONING.
NO BOXING. FLUID PERSONALITY.
The QO prove that embracing a sustaina-ble, circular approach is the only way to create a genuinely positive impact – for people & planet.
CONSIDER YOURSELF A PLATFORM FOR JOURNEYS.
BEWARE OF GEN Z.“Not only are they able to consume more information than any group before, they have also become accustomed to cutting through it. They are perhaps the most brand-critical, bullshit-repellent, questioning group around and will call out any behavior they dislike on social media.”Lucie Greene
EXAMPLE:
EVERY GUEST HAS A VALUE TO YOU.
„Wenn Roboter unsere Aufgaben übernehmen, wird Menschlichkeit unser neues Alleinstellungsmerkmal.“Miriam Meckel
CONTEXT IS KING.
ENGAGEMENT IS BORN FROM INTERACTION.
QO Hotel, Amsterdam
oyo, india
Oyo Hotels is the fastest growing Hotelnetwork in the world.
- Biometric check-in- 100% Automated Airbnb’s
PERFECT IMPERFECTION
“Die Idee hinter diesem Konzept ist, auf einer Reise kein fremder Tourist zu sein, sondern ein willkommener Gast.”
‘PEOPLE DO NOT BUY GOODS AND SERVICES. THEY BUY RELATIONS, STORIES, AND MAGIC.’ – SETH GODIN
EMBODY....INNOVATION.DEVELOPMENT.EVOLUTION.
CREATE A MICROCOSM THAT LIVES UP TO SOCIETY.
EXAMPLE:
‘La Granja is a farmstead set among Ibiza’s pastoral inlands and run in collaboration with Friends of a Farmer, an international association devoted to the cultivation of art, crops and inner gardens.’
Alibaba Flyzoo Hotel
YOUR COMFORT ZONE
Roomers Hotel
EXAMPLE:
“Roomers steht für die Liebe zum Leben. Und die Leidenschaft, sie mit der Welt zu teilen.”Roomers
Innovative Retail Ap-proaches
The thought ofCHANNELS and TOUCHPOINTSwill be adapted from retail industry. Just likeEXPERIENCE.
WARNING:Robots are the first answer to innovation in Hotels?
- I doubt it.
Building a good customer experience does not happen by accident. It happens by Design.
La Granja, Ibiza
OFFER TRANSFOR-MATIONAL TRAVEL EXPERIENCES.
--> Please don’t be the next random lifestyle Hotel.
CREATE NEW SPHERES, LIKE.....CONNECTING CLUBS
....MIXED-USE & REPUR-POSED PROPERTIES
RETURN ON INVEST-> RETURN ON INNOVATION.
EXAMPLE:The Student Hotel
YOUR EMPLOYEES ARE YOUR BRANDAMBASSADORS.
PEOPLE CAN LITERALLY SMELL AUTHENTICITY.
HAVE YOU HEARD ABOUT CLIENTELING?
EXAMPLE:About You
Deeply get to know custom-ers - offers products that fit to individual taste & style.
WHAT DRIVES YOUR GUEST TRAFFIC?... High Quality Hospitality.
...Visible Service.
....Communi-cative Setting.
...Inspirational Staging.
Consider:
- Pop-Up Events- Co-Working (the real one)- Iconic F&B-Everything related to [local] community
N E X T G E N E R A T I O N | 2 8 . 0 5 . 1 92 3 |
CRATE A DATA DRIVEN, CONNECTED, GUEST & CUSTOMER EXPERIENCE.
DON’T FORGET GUESTOBSESSIONIN ALL THIS SELFOPTIMIZATION
!
WHERE THE MAGIC HAPPENS
ABOUT THE PANORAMA.
HOSPITALITYIS HUMANITY.
IT’S NOT ABOUT TECHNOLOGY.
IT’S ABOUT FULFILLING COMPLEX NEEDS. HOW TO BE RELEVANT?
LEARN FROM THE PIONEERS.
GET INSPIREDBY THE MASTERS IN OTHER CLASSES.
USE SPACE AS A FRAME. A TOOL. A PLATFORM. A CHANCE.
START WITH THE BASICS.
The panorama shows a bandwidth of thoughts and approaches towards the future of hospitality.
The panorama digs into different degrees of innovation.
The panorama shows different levels of detail - switching from big picture to detailed feature and back.
The panorama brings together trends, quotes, benchmarks and inspirations - from inside and outside of hospitality industry.
The panorama is a pool of inputs to open minds for ideation and transfer examples to specific solutions.
Not every idea in the panorama is valid for every case of hospitality.
Everything written in the panorama is subject to change and extension over time.
TAKE THE PAIN AWAY.
ALL PAINS SOLVED?LET’S GET TO THE FUN PART.
Reduce time and effort for:
Check-In and -OutWayfindingRoom entryService BookingsProblem articulation.....the famous lightswitch handling
to the absolute minimum.
HOSPITALITY IS CARING...... for people.... for environment.... for society.... for future.
THE CUSTOMER HAS CHOSEN TO BE HERE. PROOF HIM RIGHT.
THERE ARE NO LIMITS TO SENSES.
Let the customer> See> Hear> Smell> Touch> Inhale Identity.HUMANITY IS...
... adaptability.
... smartness.
... communication.
... rationalism.
... emotion.
... curiosity.
... empathy.
THE BACKEND IS THE KITCHEN.
‘I’M NOT A TARGET GROUP.’Your Customer
‘Understanding what customers do, allows you to predict what they will do next.’
EXAMPLE:
EXAMPLE:
Next Genis Biz Models.And Services. And Revenue Streams.
EVERY PIECE OF FURNITURE CAN BE SMART &CONNECTED. AND FABRICS TOO.
TECH IS ONLY A SERVANT.
DISRUPTION ALERT: END-TO-END EXPERIENCES.As a hotel, you decide to be one building block or to impact the whole chain of experiences.
EVERY SURFACE CAN BECOME A DISPLAY.AND A TOUCHPOINT.
WHO WILL RULE THE BUSINESS? THE ONE WHO PREDICTS THE FUTURE.
Technology has to become a new standard building block to architects and designers.
THE FRONTEND IS THE PLATE.
SOCIAL MEDIA IS YOUR GUEST’S REAL-ITLY.
Customization doesn’t stop with environments.
Flexible & ModularDynamicAccessibleEngaging exchangeAdapted by the user
PLATFORMSARE FOREVERYONE.
GIVE THEM A GOOD REASON TO RETURN REGULARY.
SHOW COURAGE
WE’RE ALL GETTING A
BIT Z.
PLATFORMS ARE
Make yourselfdigestable.
Make experiences easy and intuitive.
EXAMPLE:
DO RELEVANT THINGS.AND MAKE SURE PEOPLE KNOW.
EXAMPLE:
Your guest is much better informed than you are.
CHALLENGE OWN MINDSET.QUESTIONING.
NO BOXING. FLUID PERSONALITY.
The QO prove that embracing a sustaina-ble, circular approach is the only way to create a genuinely positive impact – for people & planet.
CONSIDER YOURSELF A PLATFORM FOR JOURNEYS.
BEWARE OF GEN Z.“Not only are they able to consume more information than any group before, they have also become accustomed to cutting through it. They are perhaps the most brand-critical, bullshit-repellent, questioning group around and will call out any behavior they dislike on social media.”Lucie Greene
EXAMPLE:
EVERY GUEST HAS A VALUE TO YOU.
„Wenn Roboter unsere Aufgaben übernehmen, wird Menschlichkeit unser neues Alleinstellungsmerkmal.“Miriam Meckel
CONTEXT IS KING.
ENGAGEMENT IS BORN FROM INTERACTION.
QO Hotel, Amsterdam
oyo, india
Oyo Hotels is the fastest growing Hotelnetwork in the world.
- Biometric check-in- 100% Automated Airbnb’s
PERFECT IMPERFECTION
“Die Idee hinter diesem Konzept ist, auf einer Reise kein fremder Tourist zu sein, sondern ein willkommener Gast.”
‘PEOPLE DO NOT BUY GOODS AND SERVICES. THEY BUY RELATIONS, STORIES, AND MAGIC.’ – SETH GODIN
EMBODY....INNOVATION.DEVELOPMENT.EVOLUTION.
CREATE A MICROCOSM THAT LIVES UP TO SOCIETY.
EXAMPLE:
‘La Granja is a farmstead set among Ibiza’s pastoral inlands and run in collaboration with Friends of a Farmer, an international association devoted to the cultivation of art, crops and inner gardens.’
Alibaba Flyzoo Hotel
YOUR COMFORT ZONE
Roomers Hotel
EXAMPLE:
“Roomers steht für die Liebe zum Leben. Und die Leidenschaft, sie mit der Welt zu teilen.”Roomers
Innovative Retail Ap-proaches
The thought ofCHANNELS and TOUCHPOINTSwill be adapted from retail industry. Just likeEXPERIENCE.
WARNING:Robots are the first answer to innovation in Hotels?
- I doubt it.
Building a good customer experience does not happen by accident. It happens by Design.
La Granja, Ibiza
OFFER TRANSFOR-MATIONAL TRAVEL EXPERIENCES.
--> Please don’t be the next random lifestyle Hotel.
CREATE NEW SPHERES, LIKE.....CONNECTING CLUBS
....MIXED-USE & REPUR-POSED PROPERTIES
RETURN ON INVEST-> RETURN ON INNOVATION.
EXAMPLE:The Student Hotel
YOUR EMPLOYEES ARE YOUR BRANDAMBASSADORS.
PEOPLE CAN LITERALLY SMELL AUTHENTICITY.
HAVE YOU HEARD ABOUT CLIENTELING?
EXAMPLE:About You
Deeply get to know custom-ers - offers products that fit to individual taste & style.
WHAT DRIVES YOUR GUEST TRAFFIC?... High Quality Hospitality.
...Visible Service.
....Communi-cative Setting.
...Inspirational Staging.
Consider:
- Pop-Up Events- Co-Working (the real one)- Iconic F&B-Everything related to [local] community
U S E S P A C E A S A F R A M E .A T O O L . A P L A T F O R M .
A C H A N C E .
2 4 |
A N S P R E C H P A R T N E R
N E X T G E N E R A T I O N | 2 8 . 0 5 . 1 9
KATHARINA AGUILARMitglied der Geschäftsleitung
Digital BusinessE-Mail: [email protected]
Tel.: (0)711 / 469065-57Mobil: (0)173 / 4033828
DITTEL ARCHITEKTEN GMBH · H ö l d e r l i n s t r a ß e 3 8 · 7 0 1 7 4 S t u t t g a r t · TEL + 4 9 ( 0 ) 7 1 1 4 6 9 0 6 5 - 5 0 · FAX + 4 9 ( 0 ) 7 1 1 4 6 9 0 6 5 - 5 1 · WEB w w w . d i - a . d e · E-MAIL i n f o d i - a . d e
Copyright
Ideen und Zeichnungen sind Eigentum von DITTEL ARCHITEKTEN GmbH. Jede Vervielfältigung, Verwertung, Mitteilung sowie Weitergabe an Dritte
ist strafbar und wird gerichtlich verfolgt.
Thanks for your attention
