Come as a guest, leave as a friend
Ten years from now, there could be a different way in which people experience hospitality Azeez Narain, associate vice-president of Taj Hotels, Resorts, Palaces, Safaris, Indian Hotels Company
A traveller who visits your hotel should arrive as a guest, and leave as a friend, says Debrah Dhugga, managing director of Dukes London and Dukes Dubai.
Speaking at the ongoing Arabian Travel Market (ATM 2017), she stressed the importance of making visitors feel welcome at your hotels. “At the end of the day, hospitality is all about the service that you are able to provide for your guests,” she said.
Dhugga was part of a panel discussion that focused on the growing number of Indian and Chinese tourists to the GCC. She noted that inbound tourism from both countries to the UAE had grown exponentially in recent years, but there was still a lot to be done to continue to attract a growing number of travellers from those regions.
Recent data by Colliers International showed that China accounts for an average of 122 million outbound tourists annually, and that India contributes 22 million, with overseas spending calculated to be $252 billion and $15.4 billion respectively in 2015. China’s outbound tourism market is currently growing, on average, 6.7 per cent year on year, while India’s market posts average annual growth of seven per cent.
In both Dubai and Abu Dhabi, India was the top-performing source market in 2016. In Dubai, 1.8 million nationals arrived last year compared to 1.6 million in 2015; and in Abu Dhabi, which welcomed a record-breaking 4.4 million visitors in total in 2016, 323,388 were Indian. According to the figures from Abu Dhabi Tourism and Culture Authority, this marked an increase of 15 per cent on 2015.
Chinese visitor numbers to Dubai were also strong, with 540,000 Chinese arrivals in 2016, up from 450,000 in 2015, cementing the country’s place as a top 10 source market for the emirate.
“One of the biggest challenges in catering to Indian and Chinese travellers is communication,” said Filippo Sona, director and head of hotels for the Mena region at Colliers International. “It is important to focus on their needs and how you can make them feel comfortable. One such way is by ensuring that you have Chinese speaking staff at your hotels. Also, when it comes to both sets of travellers, we have noticed that the ‘all inclusive’ price concept appeals to them.”
David Thomson, COO of JA Resorts & Hotels, pointed out that cuisine also plays a very important role in attracting such visitors. “It’s not enough that you have Indian cuisine as part of your menu offerings. Different regions in India have different dietary preferences, and you must ensure that you have options that make them feel at ease, and which will turn them into your repeat customers.”
Another area where Thomson said hoteliers in the region have to do better is special events such as weddings. Weddings in India, he said, are very lavish affairs with guest numbers easily reaching into the thousands. Indian families in the UAE expect weddings here to be no different, and this is where hoteliers have an opportunity to capture a key market segment.
“You must keep focused on what you do best, but at the same time remain agile and responsive to the changing market dynamics,” said Azeez Narain, associate vice-president of Taj Hotels, Resorts, Palaces, Safaris, Indian Hotels Company.
“Digital technology is a disrupter that didn’t exist 20 years ago. Ten years from now, there could be a different way in which people experience hospitality. While your promise of service delivery must always be consistent, you have to be aware of outside influences and changing market demands,” he explained.
— rohma@khaleejtimes.com