Jim Murphy - PREM Group’s Managing Director
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Where will visitors to Ireland come from in the future ?

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Author: jmurphy | Posted on 27. August 2008 at 11:43 am | Filed in General, Prem Group Ireland | 0 Comments

Holiday Inn new branding

I have been subscribed to Hotel Blogs by Guillaume Thevenot for some time now and it is by far the best hotel blog out there . You can check it out at : 

 http://www.hotel-blogs.com/guillaume_thevenot/

I copy below a recent post from Guillaume on the re-branding by Holiday Inn . We operate 5 Holiday Inn’s and three Holiday Inn Express in Belgium and France . I agree with  Guillaume’s opinion of the re-branding .Both IHG and there franchisees are investing a lot of money in this re-branding and I believe this increased profile will deliver a business premium to these property’s over the next few years . In the current climate that cant be a bad thing . 

“The Intercontinental Hotel Group (we say IHGin the hotel industry), proud owner of the most famous hotel brands in the world, announced a while ago a major face-lift to their brand image. The most noticeable change has been on the Express by Holiday Inn that is now known as Holiday Inn Express. We start to see more and more of the new logo with the new name on the front of hotels across the UK and I believe this was a wise move.

I have never quite understood this Express by Holiday Inn name. Neither my friends and family who are not necessary from the hotel business. They all remember they stayed in a Holiday Inn but never mentioned correctly the brand “Express by”. Therefore the new brand Holiday Inn Express makes total sense. Easier to remember and it’s more appealing to the consumer. Stay in a Holiday Inn but with less formal attributes and less expensive.

The logo also has changed dramatically as you can see above .

 

I believe the new logo is refreshing and more closer to today’s big brands identities. I notice it more and more when I take the train and see hotels on my journey. Is that the same for you?

Having said that, the corporate website of IHG still refers back to the old logo. I am sure it will take a while to transition to the new brand and the new name across all their properties throughout the world.”

by Guillaume Thevenot

High Resolution Press Images:

[+] expressby_2.jpg
[+] images.jpg

Author: jmurphy | Posted on 13. August 2008 at 11:23 am | Filed in General, Prem Group in Europe | 0 Comments

PROGRESS ON KEY PROJECTS IN DUBLIN

 

 
         
 

  • There will be life after the credit crunch, oil will be affordable again, (not cheap – but affordable), and the insatiable desire of people to travel, learn and experience different cultures will see a welcome resumption of growth in travel and tourism.
  • And Ireland will be ready for that day with several exciting projects which are making tremendous progress and will all, co-incidentally, come on stream in 2010.
  • First up will be the spectacular new stadium at Lansdowne Road, home for the Irish soccer and rugby teams.  Fabulous design, this terrific new addition to Irish sport is scheduled for completion in April 2010.




     

  • It will be followed within weeks by Terminal Two at Dublin Airport.  What a welcome return to what airports should really be like.  Bright, spacious, comfortable, minimum queuing time, the end of congestion, and a better journey for all the 25 million plus passengers who will use it each year.




     

  • And just a few short weeks later, the first 2000 delegates will pass through the new airport facility en route to a medical conference at Ireland’s brand new national conference centre, the Convention Centre Dublin.


     

  • These three brilliant projects are well under way as you can see and will add a welcome new dimension to the Irish tourism product.

August 6th 2008

High Resolution Press Images:

[+] RTEmagicC_Lansdowne-Rd-_Completed_1_01.jpg.jpg
[+] RTEmagicC_DUB-T2-July08.jpg.jpg
[+] RTEmagicC_DUB-T2-_Completed_.jpg.jpg
[+] RTEmagicC_NCC-July08.jpg.jpg
[+] RTEmagicC_NCC-_Completed_.jpg.jpg

Author: jmurphy | Posted on 6. August 2008 at 09:06 am | Filed in General, Prem Group Ireland | 0 Comments

TOURISM IS A BIG CONTRIBUTOR TO IRELAND’S NATIONAL ECONOMY

 

 
         
 

  • ITIC has called on the Government to maintain its support for the Tourism sector by ensuring that the commitments made in the National Development Plan 2007/2013 are delivered.
  • Specifically over the 7 year plan, that calls for investment in marketing of €335 million, in product development of €317 million and, in training and human resources, €149 million.
  • In 2007 the industry generated 8.3 million out-of-state visitors and a further 8 million domestic trips.  That in turn generated €5 billion in foreign exchange earnings and a further €1.5 billion from domestic trips, making tourism a €6.5 billion sector.  Despite facing a challenging external environment in recent years, the Irish tourism industry continued to make a very strong contribution to the Irish economy.  This includes:

- contributing more than 7% to services exports each year as well as accounting for €1 in every €20 spent on goods and services in Ireland;

- contributing nearly €3.0 billion per annum in tax revenues to the Exchequer through expenditure on tourism-related goods and services, income tax earned from tourism-related jobs etc;

- supporting 250,000 full-time, part-time and seasonal jobs across a range of sub-sectors, and being a major source of jobs in a number of key regions;

- providing a more balanced spread of economic activity across regions, including in areas where there are few alternative economic and employment opportunities.

  • But tourism is not immune to the turbulence in the national and global economies, which is currently being experienced.  After more than a decade of solid growth, it is apparent that the industry must now adjust to operating in a much more challenging environment.
  • Growth in the Irish economy will slow down significantly in 2008 and 2009, and Ireland’s key source markets are following a similar pattern.
  • In the short term Ireland is also facing additional trading difficulties in the British and North American markets due to currency issues. The doubling of oil prices, coupled with the airlines rescheduling of services to optimise opportunity under the open skies regime, has presented added challenges to the West of Ireland.  Retaining the existing level of air services to Shannon is critically important in the present economic environment.
  • But, the prospects for global growth in international travel and tourism remain positive in the medium to long term.  There is a confidence that the industry will manage its way through this difficult period and return to a pattern of sustained growth, though it will not be easy.
  • A key factor in achieving this will be the effectiveness of our international and domestic marketing efforts.  A greater number of destinations will be competing for fewer international travellers, so Ireland’s voice must be heard above the crowd.  It is critical therefore that adequate funding for the two tourism agencies, Tourism Ireland and Failte Ireland, is maintained, so that we can at least retain market share.
  • The industry understands and supports the Government’s determination to get to grips with public sector costs.  In so doing however, it is highly important to recognise the serious issues arising from the dramatic changes in the external environment, which are impinging on the short-term prospects for the tourism industry.
  • Government support has been a key contributor to the success of Irish tourism in the past 20 years, and it has been instrumental in making the sector such an important component of the Irish economy.  This support will continue to be crucial if Irish tourism is to be sustained in this more difficult economic climate.
  • The tourism sector on the other hand has always given a handsome return to Government by way of tax revenues.  Last year that was €3 billion, put another way, that’s almost 4 times as much in one year as the planned Government investment in tourism over 7 years.

Not bad eh!

Author: jmurphy | Posted on 1. August 2008 at 12:55 pm | Filed in General, Prem Group Ireland | 0 Comments

10 THINGS YOU CAN DO IN RESPONSE TO TRAVELLER REVIEWS

  

Following on from my recent posts about the launch of a  customer review section on our Days Hotel sites in Ireland ,I received this very interesting article from Donna Morris ,GM of Premier Apartments Bristol . The customer review sections in Ireland have proven to be very successful and we are looking to roll this service out to the Premier Apartment websites in the near future .What we want to do is get more of our customers to book directly with us through our own website where we guarantee the best available rates .

 In the meantime it is worthwhile taking on board the 10 tips mentioned in this article .

 September 21, 2007 | Hospitality Industry, www.hotelmarketing.com

The combination of increasing numbers of web-savvy consumers, the web 2.0 frenzy focusing on social media, and increased travel site volume, have created a ‘wild-west’ environment where hotels’ traditional marketing dollars are being trumped at the point of decision by dialogue in the public square.

by Renier Milan

Traveller reviews have become part of the daily dialogue of web travel shoppers. The architecture of participation that is a basic hallmark of web 2.0 has resulted in users adding value to a site each time they write a review or upload a photo. It’s no wonder that up to 84% of people visiting a site hosting consumer generated content (CGC) have their hotel choices affected by what they see. Millions of travellers log on daily and may experience a property through hotel generated photos and written text, but they find reviews and candid photography much more believable.

Many in the industry feel review sites are not objective and may be manipulated. They feel the content is not controllable or actionable and reject the opportunity to manage these sites by saying the comments might be inaccurate. However, what matters in the issue of web 2.0 sites is whether guests perceive them to be accurate. So far, customer research indicates they do. Furthermore, the research shows increasing numbers of possible clients are researching on third party sites, even if they are booking on brand sites.

The model has changed from a brand or property image that was controlled by the supplier, to one that is forged in dialogue with consumers. And this image is being debated at the virtual point of purchase. The combination of increasing numbers of web-savvy consumers, the web 2.0 frenzy focusing on social media, and increased travel site volume, have created a ‘wild-west’ environment where hotels’ traditional comment card programs and advertising dollars are being trumped at the point of decision by dialogue in the public square.

The trend of traveller reviews is not going away. TripAdvisor.com’s unique visitors grows dramatically monthly, as does consumer generated content on sites such as Expedia, Travelocity, Priceline and others. Given the juggernaut, it is important to know what to do internally when customer comments become the issue.

10 Things You Can Do In Response to Traveller Reviews

10. Read them: As simple as it is to say, monitoring these sites occasionally may not be enough! It is recommended sites be visited at least weekly for new reviews and photos.

9. Audit them: A friend at a major brand hotel recently told me he found 6 unflattering photos posted by a guest on a site. Fortunately, they were not of his hotel. It seems there was an error in posting the photos. He was able to work it out with the website involved.

8. Study them: Any hotel might have a poor review, but patterns of poor reviews are of particular concern. If you see the same issues arise on a site, or across several sites, one might identify operational deficiencies. These comments should be treated the same as customer comment cards or letters. They may be more anonymous, but an hotelier recently told me that internal public discussion of web commentary usually yields someone that knows the situation and the guest. This enables the hotel to take action by contacting that customer for follow up.

7. Celebrate them: As with any feedback system, the positives must also be rewarded. Posting these comments, offering employee incentives for improvements, and reading positive comments in meetings allows one to focus and enhance strengths, not just see vulnerabilities.

6. Correlate them: Public comments should be married to existing internal comment card scores and not taken as isolated. The issues of one may be illuminated by commentary on the other.

5. Distribute them: Website comments should be shared at all levels, from housekeeper to regional manager. If each is aware of comment card scores, each should be aware of virtual scores (especially since these are seen by many more people).

4. Compare them: A smart hotel analyzes their scores and those of their competitors. It is important to know quality ratings when setting rates, just like it is important to know operational advantages when selling a group against a competitor. The best revenue managers take quality and page placement into account when establishing rates. Likewise, sales teams should use public forum commentary as competitor intelligence.

3. Analyze them: It is critical to know that rate is just one factor in a buying decision. Each set of comments, when compared to rate, creates a competitive ranking in perceived quality and/or possible risk. Perceived quality is the real issue, and perceived quality is affected by public commentary. It is critical to know the nexus between rate and perceived quality, the result of which should be better than your competitive set. Remember, the goal is to be the most attractive to a client, not necessarily the lowest priced.

2. Track them: Trends are more valuable when viewed over longer periods of time. As such, traveller review scores, rankings, and rate strategies should be viewed retrospectively for patterns. Comparing these critical factors will allow an hotelier to see tactical changes by competitors and gauge the effectiveness of hotel specific changes.

1. Respond to them: TripAdvisor.com allows posted responses from hotels and studies show those who respond are viewed favourably. Other sites will soon follow, but internal discussion of problems will yield the names of disgruntled guests, which, in turn, will allow a hotel to respond. Internal incentives to improve web site scores or rewarding departments for not repeating problems can also be effective. Since most hotels produce positive customer experiences, encouraging web-booking customers to write about the hotel online can be effective as well.

The big picture of a hotel’s reputation includes traveller reviews because there is no insulation from the trend. Consider as proof that buying decisions are now made by balancing brand identity in light of word-of-mouth public feedback. While brand may yield recognition for an individual property, it may not be enough to overcome negative reviews or photos of a run down room. Consumers understand individual property experiences vary and are eager to learn if reputation is reality.

 

Author: jmurphy | Posted on at 12:28 pm | Filed in General, Prem Group Ireland, Prem Group UK, Prem Group in Europe | 0 Comments

A Little Light Relief

UPS Airlines

( Apologies to former AerLingus Captain and PREM Group Director and Founder Peter Redden ,I am sure all your “gripe sheets” were always clear and precise !! )

Remember it takes a college degree to fly a plane, but only a high
school diploma to fix one; a reassurance to those of us who fly
routinely in our jobs. After every flight, UPS pilots fill out a
form, called a ‘gripe sheet,’ which tells mechanics about problems
with the aircraft. The mechanics correct the problems, document
their repairs on the form, and then pilots review the gripe sheets
before the next flight.

Never let it be said that ground crews lack a sense of humor. Here
are some actual maintenance complaints submitted by UPS ‘ pilots
(marked with a P) and the solutions recorded (marked with an S) by
maintenance engineers.

By the way, UPS is the only major airline that has never, ever, had an accident.

P: Left inside main tire almost needs replacement.
S: Almost replaced left inside main tire.
*
P: Test flight OK, except auto-land very rough.
S: Auto-land not installed on this aircraft.
*
P: Something loose in cockpit
S: Something tightened in cockpit
*
P: Dead bugs on windshield.
S: Live bugs on back-order.
*
P: Autopilot in altitude-hold mode produces a 200 feet per minute descent
S: Cannot reproduce problem on ground.
*
P: Evidence of leak on right main landing gear.
S: Evidence removed.
*
P: DME volume unbelievably loud.
S: DME volume set to more believable level.
*
P: Friction locks cause throttle levers to stick.
S: That’s what friction locks are for.
*

P: IFF inoperative in OFF mode.
S: IFF always inoperative in OFF mode.
*
P: Suspected crack in windshield.
S: Suspect you’re right.
*
P: Number 3 engine missing.
S: Engine found on right wing after brief search
*
P: Aircraft handles funny.
S: Aircraft warned to straighten up, fly right and be serious.

P: Target radar hums.
S: Reprogrammed target radar with lyrics.
*
P: Mouse in cockpit.
S: Cat installed.
*
P: Noise coming from under instrument panel.. Sounds like a midget pounding on something with a hammer.
S: Took hammer away from midget.

Author: jmurphy | Posted on at 11:56 am | Filed in General, Prem Group Ireland, Prem Group UK, Prem Group in Europe | 0 Comments

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