Catch up on the highlights from Day 1 of AHICE Asia Pacific.
Day 2 saw the Australian launch of the all-new ‘INN TECH’ Hotel Technology Summit, covering key trends and emerging on-property tech tools.
To kick off, Melissia Kalan from ARMA posed questions to her panel of Revenure Management (RM) experts, and it was clear that many properties lacked proper RM strategies.
Michael Heyward of Emekeli Research highlighted the lack of universal measurement metrics in RM and how this was hindering revenue optimisation. In contrast, Chris Ormiston of Agilsys highlighted the disconnect between occupancy and utilisation and how this can be optimised with corrected forecasting.
Enzyme Consulting’s Andrew Cameron asked his expert panel about the role of technology in hotels and how it can assist in the guest journey.
Vijesh Yoganathan of Canary Technologies set the scene by reminding the room that the guest journey begins and ends well before and after the actual stay and that hotels should recognise the numerous ‘touch point’ opportunities on that timeline, gathering data wherever possible.
Shiji’s Anthony Stevens mentioned that technologies exist to assist humans in creating a more personal experience. He used examples such as Uber, e-passports, facial recognition, and self-service kiosks as technology tools that can free staff from routine tasks and streamline the guest journey.
Robert Bell of Hub OS reminded the audience that, with guest expectations constantly evolving, relevant technologies must be embraced sensitively without overstepping.
Using technology platforms on-site was the topic of FutrueLog’s Benjamin Krieg’s expert panel.
Michael Benikos of ASSA ABLOY set the scene by nominating the self-service kiosk as the vital tool, enabling hotels to absorb more guest volume without having to roster extra staff. Such a use frees staff from ‘transactional’ interactions, allowing them to engage in more meaningful personal conversations.
THSA’s Rodger L Powell bemoaned the necessity of a physical credit card at check-in while other businesses such as airlines have long since eliminated the need. Embedded television apps and energy control systems were also discussed.
Andrew Cameron returned to the stage to discuss boosting profitability with Chris Ormiston, reiterating the need to utilise profile data to predict guests’ possible desires before check-in and maximise the utilisation of hotel facilities, hence revenue.
Communications specialist Chris Waite convened a lively power session dealing with the value of OTAs in the hotel booking and reservation mix.
Setting the scene, Shaizeen Contractor of Trilogy said her research showed that customers will research 21 hotels prior to booking.
Friendly sparks flew when the use of OTAs versus native loyalty systems became a talking point. GHA’s Andrew Boshoff stirred the pot, asserting that client retention increased from 10 to 40 per cent when clients moved to a loyalty platform.
Todd Lacey tackled the impact of AI in the booking process, contending that booking.com was using the tool to accelerate the customer connection rather than replace it.
Regular AHICE program resumed with HM Editor Ruth Hogan, quizzing Accor’s Marcus Keller on the worldwide brand elevation of the stalwart Sofitel brand and how owners were reacting to this imperative. The introduction of the new Emblems brand for landmark properties in the ultra-luxury space was also a talking point.
TFE’s Antony Ritch sat with James Wilkinson to analyse the rise and rise of TFE and TOGA in the Asia Pacific arena. Ritch was keen to point out the major refurbishments taking place at all Adina properties and their development of multi-use ‘villages’, highlighting the distinct marketing advantages these bring.
Sustainability is close to the hearts of all hoteliers – and so it should be. Andrew Cameron returned to the stage to convene an expert panel to tackle this complex topic.
Kamal Atal of The Ascott Limited made the point that sustainability is no longer a cost but rather an investment, while Diana Rico-Roa of ESG Plus pricked our collective conscience by pointing out that hotel facelifts are prone to hiding the property’s “sick internal organs,” thereby avoiding upgrading the vital components affecting its ‘green’ credentials.
Ecolab’s Lionel Kapetanakos raised health, hygiene and safety issues around water supply, while Voyages CEO Matthew Cameron-Smith extolled the importance of elevating indigenous experiences to his business strategy.
Luxury is a keystone element in hospitality, but as panel host, Senior Lecturer Dr Anita Manfreda noted, it is often misunderstood and misrepresented.
The panel was unanimous in its recognition of the evolving luxury demographic. Marriott’s Richard Crawford noted that 50% of the luxury market is now Gen Z and Gen X, but supply was only increasing by 5%.
The topic of wellness was raised again, and it was said to contribute to a hotel’s ‘quiet luxury’ quality, transcending simply outsourced massage tables. IHG’s Gareth Long added that any wellness offering needed to add ‘soul’ to be considered true luxury.
Regarding luxury cliches, Richard Crawford rattled the cage and insisted on being quoted as saying, “Lifestyle is not a ‘thing’, it’s just a contemporary way of doing things.”
Following the IHG-sponsored morning tea, James Wilkinson met with EVT director Norman Arundel and discussed the success of lifestyle brand QT and its international expansion as well as the emerging LyLo budget brand.
We all know the importance of aviation in sustaining tourism markets, and Rodney Harrex of 1834 Hotels spoke with a high-profile panel that included SA’s Tourism Minister, Zoe Bettison, who noted with obvious reference to Adelaide’s new UA direct flights, that anything that connects markets has to be a good thing. Additionally, the pending arrival of Qantas’ new Airbus A350-1000 aircraft is creating excitement. Luxury Escape’s Adam Schwab was quick to extol the virtues of LCCs in creating demand for upscale products.
Chatting with Radisson’s Elie Younes, HM Editor Ruth Hogan established that the global group had aspirations in India, China, and Australasia. He reinforced that before growth, a brand like his needed to develop harmony with owners in their respective markets, recognising that both guests and investors emanating from the same region defined markets like Australia.
All ears were activated for the keynote speaker, Stuart Trevor, who enthralled the room with the story of his clothing company. The company doesn’t manufacture any clothing but repurposes fashion into highly desirable items while reducing pressure on the waste created by so-called ‘fast fashion’.
The ever-ebullient Andrew Bullock of 1834 Hotels sat down with Ruth Hogan to discuss his successful boutique hotel company. He revealed that the key to small hotels was the centralisation of services and the ability to fine-tune the guest experience. There was also interest in the acquisition of the Elanor Group, of which Adelaide’s landmark Mayfair Hotel is a part.
In the following Q&A, Barry Robinson from Travel and Leisure Co revealed he was the largest owner of assets in Australia, as well as the company’s exciting expansion into the Middle East in the lesser-known Emirate of Ras Al Khaimah. He also revealed the recent acquisition of the languishing Castaway at Mission Beach, which will be a refurbishment project.
It was only fitting that after a sumptuous lunch, Emma Fraser should gather a panel to discuss the role of F&B in hotels, a consistent thread throughout AHICE.
While conceding that F&B adds room nights, QT’s David Sude argued that F&B is still a convenience rather than a destination. Winemaker William de Beaurepaire postulated that the celebrity chef era is fading, suggesting diners would rather see chefs at work in the kitchen than just turn up to take a bow and leave.
Hilton’s Jonathan Bowmaker says too many hotels see F&B as a cost rather than a revenue centre, leading to cuts that dilute the experience. Nathan ‘Chef’ Broadhead countered by saying that with effort and vision, hotels can create fabulous spaces.
Dean Dransfield stepped in on short notice to field the gnarly topic of money and investment. Initially identified by Serene Capital’s Andrew Brandon, it soon became clear that amongst the panellists, uncertainty around interest rates trumped tariffs as the ‘fly in the ointment’ with investors. It also arose that we have an advantage on exchange rates with the current resurgence of international capital in our market.
Returning to one of AHICE’s favourite topics, THSA’s Rodger L Powell interrogated asset managers on their outlooks. Besides announcing the formation of an Australasian chapter of the Hotel Asset Managers’ Association (HAMA), Powell asked how Australia’s relatively high cost base and low ADR impacted asset managers’ outlook. Beyond that, the panel soon addressed the importance of the GM as the single most important factor in any hotel’s success.
Recognising that hospitality is, at its core, a people business, Professor Simon Pawson addressed the staffing challenges prevalent at all levels of the industry.
Predictably, the topic of ‘culture’ quickly became the nub of the discussion, which, EVT’s Silvia Cohen was quick to grasp, emanates throughout a team from the top down. ATT’s Kelly Dodd also noted that ‘employee mobility’ was a largely misunderstood issue, while Emma Hynes from IHG warned against ignoring the Employee Value Proposition (EVP).
While ‘lifestyle’ may be a nebulous term to some in our industry, it has nevertheless come to define a specific niche in hospitality offerings, with the rising trend in ‘collection’ brands, Mark Palermo from Squite Patton Briggs gathered his experts to debunk any misconceptions.
Accor’s Brett Forer recognised that unique storytelling drives the brand, as guests love a good story, and that embracing and fostering community is crucial in creating a valuable gathering space. Raphael Antonini from Salters recognised that this requires a strong USP with ‘pop’.
Next up was Accor’s Adrian Williams, who was excited to talk with Ruth Hogan about breathing new life into the iconic Boulevard Hotel on Sydney’s William Street. He also emphasised the value of aligning with sports events, experiences, and sponsorship as a very Australian thing that adds extra value to Accor’s extensive loyalty base. Naturally, too, Accor’s high visibility at airports was acknowledged as a valuable initiative.
Keynote speakers are always a feature at any AHICE and hearing the story of ReLove moved many in the room, hopefully to action. ReLove accepts secondhand furniture and appliances from refurbished hotels for people in crisis. Let’s hope more brands respond.
It’s all well and good to have a story but if no one knows it, it’s lost to history. PR maven, Gaynor Reid, formerly of Accor, now working with TravMedia quizzed some of the stars of travel media.
In short, it boiled down to relationships, and as Nicole Bolger of Luxury Escapes pointed out, you need to know the journalist you’re pitching to and how they want your story delivered. While stalwart News Ltd journalist, Brad Crouch, stressed the importance of a ‘news angle’ and a catchy image. Beware of AI is another takeaway.
Amid the clank of CinCin cocktail glasses, JLL’s Peter Harper assembled a panel of investors to find out what was fueling their growth.
Stuart Verrier of AP Airports noted that despite the increased number of visitors from hot destinations like India and Vietnam, people were not staying at airport hotels as he felt they should be. Greg Shaw pointed out that Sydney was firing for his investments, and that would retain his focus. Jure Domazet of Doma has his eye on Brisbane based on simple supply and demand.
With the sun setting over the scenic River Torrens, Robert Williams of Watson Farley & Williams hosted ‘The Closing Bell’ where industry insiders gaze into their respective crystal balls for 2025 and beyond.
Perhaps lubricated by truth serum, some of the great hotel stories flowed free, sparked by Gadi Hasson of Helios telling the tale of Selina and Harvey Thompson of Eaton carefully censoring his many stories from Sydney’s Boulevard.
AHICE Asia Pacific will return to Adelaide from May 5-7, 2026.
A full image gallery will be emailed to AHICE delegates in the coming days.