What are your predictions for South Florida’s 2016 travel/hospitality industry? AP: 2016 should prove to be another solid year for South Florida’s tourism industry. Miami Beach has seen a large increase in inventory over the past year and it will take some time to absorb, but compared to others, the market remains very strong.
How will concierges adapt to the growing technology? AP: I believe Concierge will use technology to further strengthen their relationship with customers. Whether it’s communicating through the various apps available to being able to fulfill requests faster through the use of technology; the end result is faster response time to customer needs.
How is the rise of mobile/digital impacting your business strategy and design strategy, and also technology in the room? AP: It’s amazing how fast tech continues to evolve. Keeping up with sufficient bandwidth for multiple devices people utilize is always challenging. From a strategy perspective, it’s more important than ever to have a strong social media presence.
The best thing is you have so many new ways of communicating and reaching out to your customers on digital and even hourly basis, allowing you to build strong relationships.
How do you think services like AirBnB will disrupt the hotel industry? AP: It’s a fact that AirBnB and services like it have created new competition for hotels for a certain type of customer. This is why building relationships with your customer is key. People still want the warm greeting upon arrival; the Concierge that knows their preferences and takes care of their needs, the signature on site restaurant and the ability to be served their favorite beverages by the pool or on the beach.
What are your top feeder markets, and where do you see future travelers coming from? AP: The top feeder market for South Florida always has been and continues to be the domestic market, especially the NY/NJ/CT tristate area. Internationally, South American countries like Venezuela and Colombia always had strong visitation.
The UK was always a strong international feeder. Over the last several years, visitation from Eastern Europe has really grown along with Brazil for South America. In addition, increased airlift for the Middle East such a Qatar Airways allows the destination to continue to broader its reach to new customers.
What is the key to a hotel's success? AP: In my opinion, it is the people, it’s the staff that make a hotel a success. Assuring a properly renovated, clean, and maintained hotel, it’s the staff that travelers will remember.
What other trends are impacting the hotel world? AP: Millennials will continue to be a faster growing segment of the trend population. The way hotels market to, communicate with, and serve this growing segment is a key to success over the next several years. In addition, we must all continue to find the best uses for technology and how it can allow hotel and hotel brands to further strengthen their relationships with customers.
