Q: HOW HAS THE AMENITY BUSINESS EVOLVED?
ANDREW KEATING: Many years ago the choice and range of products would have been far less than that of today and it would be true to say that there is now a greater emphasis on retail brand recognition appropriate to the identity of the hotelier and their brand standards.
TATJANA DRIEF: Not too long ago, there was a strong focus on the price, and less emphasis on the quality and safety of products. This trend was strongly supported by the crisis in 2008/09, when cost cutting was the order of the day.
With markets picking up again and business returning, gradually hotels came to understand the need to improve the quality of amenities.
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LAURENT MARCHAND: One of the big changes concerns cosmetic regulations; these have changed significantly since the 70s. Hoteliers are now very careful about the products they offer to their guests, they don’t want to risk jeopardising their guests’ health by working with unscrupulous manufacturers and they now require guarantees for the safety of their guests.
The most striking recent change is the spa brand development in luxury hotels, with a spa branded guest amenity line. The number of branded products increased tremendously over the years; branded amenities now represent over one third of our activity.
ROBERT DUPREE: We have noticed a sea change from customised products towards branded products, such as Acqua di Parma, Asprey, Elemis etc. Guests want to relax on holiday and indulge themselves with high quality brands that they are familiar with. Customers expect value for money and a branded product range that they recognise and maybe even use already makes them feel pampered and valued.
SUE HARMSWORTH: Guests are now demanding better quality products ‘in room’ and that demand will only increase. Hoteliers now see that if guests ‘steal’ their amenities it’s a compliment not a cost as it adds value to the whole luxury guest experience.
SUPODGE SANAMSORN: The amenities are changing from regular to branded and to herbal products. There are a lot more branded in-room amenities on the market and guests expect this from a five star hotel.
VINAYAK C MAHTANI: We are seeing hotels being far more cost conscious. In the past they were ready to spend that extra couple of fils. As we see the industry coming back to stable levels hotels will start to realise that the cheapest option for amenities may not suit hotel image.
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