Home' Hotel Management : HM February 2018 Contents SNAPSHOT: HYATT HOTELS & RESORTS
Number of hotels (Globally): 739 hotels
Number of hotels (Asia-Pacific): 132 hotels
Number of hotels & rooms Australia : 7 hotels
Number of employees: 110,000 (globally), 33,622
(APAC), 2081 (Australia)
Year first hotel opened Globally: 1969 Hyatt regency
Hong Kong opens as first international Hyatt hotel
Year the company was founded: 1957
Brands in the organisation: 11 (Park Hyatt, Grand
Hyatt, Hyatt Regency, Hyatt, Andaz, Hyatt Centric, The
Unbound Collection, Hyatt Place, Hyatt House, Hyatt
Zilara/Ziva, Hyatt Residence Club)
Head office locations: Chicago, USA (global), Beijing,
Hong Kong, Melbourne (APAC)
This year, 2018, will be another strong year for the hospitality industry.
orporate demand continues to remain strong, driving occupancies mid-week,
and leisure demand remains positive both domestically and from inbound
markets. With the ICC now open and the MCEC continuing an expansion,
Meetings and Events will still provide a backbone to both key cities ensuring
the demand remains positive.
We are positive on the outlook both globally and especially in the Pacific region as
markets strengthen across most cities.
In Australia, while the demand for MICE is growing steadily, many of the key cities
are becoming expensive given high occupancy levels over key business months so we are
seeing a shift in conferences taking place to cities like Canberra, Perth, Brisbane and
Adelaide – as well as regional destinations. Overall though, Australia and New Zealand
continue to remain strong destinations for both domestic and inbound MICE business...
especially out of Asia and the US.
We see meeting planners shifting their focus to bringing more meaningful and
enriching experiences to their delegates. That being said they are looking for the destination
experiences and how they can be incorporated into their events. So innovation and creativity
is becoming an area of focus when delivering MICE events. We continually evolve how we
deliver exceptional meetings and events and I think the industry as a whole still needs to
develop in this space. Technology, value and service remain the key areas of focus.
We are positive about the outlook of the leisure travel market in the region, building
on the last three years of solid growth from our key international markets.
Along with expanding airline networks and frequencies, including international
airlines now flying into Canberra, we expect leisure travellers to be looking at a wider
range of destination options instead of their usual choices. It’s about the authentic
experiences, opposed to the traditional iconic attractions that seem to be more popular
among the leisure travellers. It’s experiencing the destinations as a local and uncovering
moments that can be shared virally via social channels.
‘Bleisure’ is also a word used frequently when travelling for business but making
some time to see the destination so ensuring we can support that customer to see the
destination in a very short time.
The key inbound markets still continue but we are seeing better yielding business
coming from the US, India and certain markets in South East Asia.
Business travel in the Asia Pacific region is strong and has grown by 7.6% annually since
2000. We expect growth within the markets where we operate to continue at a similar level.
As occupancies continue to grow in this sector it will put further upward pressure on
corporate rates, especially in key gateway cities.
Travellers today are more informed than ever about travel and experiences. They are more
knowledgeable because of the information available so readily in this digital world. Guests
are looking for experiences that are unique and local to that community. Moments they can
share socially. So the evolving nature of hotels is very much now about localising the hotel
experience and what that looks like. Hotels need to remain on brand but also have moments
throughout the hotel that are indigenous to the community. This is certainly becoming a
focus as we see new hotels open and hotels opening in unique locations.
Booking hotel direct channels is still an area hotels continue to invest time and effort
into. Knowing our customer through the use of loyalty programs, data and meaningful
engagement is how we build loyalty. OTAs play an important role in offering choices and
Area Vice President
Hyatt Hotels & Resorts
introducing Hyatt brands to new customers. However,
they are evolving and building their own loyalty programs
building engagement with their customers, and getting
to know who their customers are now in a deeper way than
It will be harder now for hotels to retain loyal
customers and loyalty programs will need to continualy
evolve as we focus on providing the best experience
possible when travelers book with us directly.
Emerging markets like China and Southeast Asia have
been one of the key drivers for Hyatt ’s Asia growth strategy
and we are optimistic about the outlook for these markets.
Airline capacity into Australia continues to grow
especially into key hubs like Sydney and Melbourne but
some interesting new routes now into Canberra and Perth.
Driven heavily by China airlines we are now seeing
some routes re-established out of other key markets like
the US and Japan.
The departure of the Qantas codeshare with Emirates
to Europe will be interesting and open up more inbound
from Asia, as routes via Singapore and Bangkok are re-
established and the direct flight from London to Perth
will only be positive to the Perth market.
This growth will definitely bring opportunities for
the hotel industry and benefit us, as we are continuously
looking for opportunities to introduce hotels to places
where our guests are travelling as well as making sure we
are introducing the right brand to the right market.
We take a strategic and thoughtful approach to
growth that is focused on the key markets that are most
relevant to our target guests. We are actively looking at
the development opportunities in key markets such as
Australia and New Zealand.
We are constantly looking for key destinations where
our customers are travelling to, and for brands that appeal
to our customers’ mindset.
We successfully opened our first Select brand Hyatt
Place Melbourne, Essendon Fields which has now opened
opportunity and interest for the brand to be established
across Australia and New Zealand. Our Up-scale
Lifestyle brand Hyatt Centric continues to dominate the
development space as we see this model – a seamless,
design driven brand a popular choice to provide the returns
but also to support the mindset of the current traveller.
Park Hyatt Auckland and Hyatt Centric Hobart are
planned to open in the next 18 months and we continue
to see strong demand for opportunities in Melbourne,
New Zealand, Perth and Tasmania.
48 HM The Business of Accommodation
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