In the latest FHA Insider Special report ‘Experiential trends in hospitality: Behind the scenes’ published by FHA-HoReCa, industry experts shared their insights on what makes for a successful hospitality experience.
With the expected growth of the global luxury travel market by US$2.5 trillion in the next five years and increasing demand for more personalisation and experiences among travellers, Asian hospitality industry players have the opportunity to offer unique concepts and enhanced services to grow their markets. The report highlighted the growing importance of storytelling and how authentic and creatively crafted stories can contribute significantly to the success of a F&B or hospitality establishment. It also delved into the growing number of millennial travellers and their influence on the hospitality industry.
Serving up authenticity and memorable experiences
Noting that just serving a delicious meal is no longer the end of an experience, Ben Gregoire, Vice-President of CKP Hospitality Consultants, explained that, “Good hospitality is all about providing memorable experiences for guests. Today’s consumers are more discerning than ever.” He adds that establishments must consider every single aspect of the guest experience — from the initial contact point to the moment they leave.
Agreeing, Anurag Bali, Assistant Vice-President, Food and Beverage, South East Asia & Australasia of the Shangri-La Group says, “It’s all about the guest experience and well-established, well-run concepts — a strong story.” Pointing out the dining trends now making “a strong story” across the region, Bali shared that restaurants and eateries that incorporate other elements such as décor or music, in addition to a strong menu, are also attracting diners in Asia.