HWS GLOBAL LUXURY
Updates call – August 2020
EMEA GMs, Commercial & Sales Teams
Agenda
Overview & Global updates - Jane
Global Luxury Brand update - Dino & Nathalie
HWS Luxury Europe - Ines & Jane
HWS Luxury Middle East - Tarek & Ahmed
HWS Luxury Americas - Jane & Sam
Q&A - ALL
SOME KEY TAKEAWAYS …………. 200 Appointments
Over 4,000 participants
• PRIVATE IS THE NEW LUXURY All regions
Hilton Luxury Brand Sponsorship
• TRAVELLERS ARE STAYING CLOSE TO HOME
• PEOPLE ARE CRAVING WIDE OPEN SPACES
• THE YOUNGER TRAVELLER IS MORE THAT READY TO TRAVEL AGAIN
HH I LTO
I LTO NNL L
UUXX
UU RYBB
RY RRAA
NNDD
SS
Hilton EventReady with CleanStay WEBINAR
Hilton EventReady with CleanStay WEBINAR
Impresario – expanding global foot-print
▪ Greater China
▪ 8 new Impresario Agency members – June 2020 – 100K +
▪ Shanghai & Hong Kong
▪ Asia Pacific
▪ Interim Luxury Strategic support
▪ Assessment for 6-12 new Impresario members
▪ Singapore / Australia
▪ Middle East
▪ Launch Test & Learn – 3 qualified Accounts by end of September 2020
Global Week of Sales
Week beginning 19th October 2020
L UXURY B RAND U PDATES
A GENDA
o Luxury Brand Team
o Strategic Priorities
o Development Pipeline
WALDORF ASTORIA MALDIVES ITHAAFUSHI
A D EDICATED C ROSS -F UNCTIONAL T EAM W ITH
I NTENSE A LIGNMENT
SVP & Global
Category Head
Luxury Brands
Dino Michael
Global Brand Head Sr Director VP Brand Global Head
Dir Brand Dir Brand Global Brand Head
Conrad & VP Luxury Luxury Brands Planning & Brands F&B
Wellness Hospitality Luxury LXR
APAC EMEA Innovation Adam Crocini
Teresa Flyger Terry Jenkins Feisal Jaffer
Nils-Arne Schroeder Nathalie Filliot Leslie Adler
Dir Brand Dir Brand
Dir Brand VP Luxury
Management VP Luxury Sales Marketing EMEA
Management LXR Marketing
WA & Conrad Jane Burnell-Fraser Kate Glenn
Natallie Douglas Seth Goldberger
Meghan O’Brien
VP Development
SVP AD&C Luxury Europe &
Larry Traxler Africa
Daniel Wakeling
Dir HR Consulting
Melissa Jamerson
W E H AVE M ADE G REAT P ROGRESS F OCUSING
O N F OUR K EY A REAS
PORTFOLIO PRODUCT PEOPLE PERFORMANCE
Expand Global Win On Customer Align Culture Maximize
Network Experience and Organization Performance
O UR B RANDS
C ONTINUE T O C LIMB
I N T HE G UEST
S ATISFACTION I NDEX
O UR F UTURE S UCCESS -
K EY P RIORITIES
Expand Global
• Development strategy
Network
• Brand repositioning work
• Focus on Food & Beverage
Win On Customer
Experience • Wellness and Spa repositioning
• Bedding program update
• Large-format bathroom amenities
• Brand culture programs
Align Culture
and Organization • GM & Commercial Leader
Orientation
Maximize • Luxury Advantage
Performance
O UR G ROWTH H AS B EEN I MPRESSIVE
Supply
2007 2020
5 32
2019: A RECORD YEAR
Opened more luxury properties in
2019 (11 openings) than in any
previous year of our 100-year
17 39 history
# of Hotels: 22 75
W E E XPECT O UR G ROWTH T RAJECTORY
TO CONTINUE IN THE FUTURE
2007 2020
Supply Supply Existing Supply & Existing
Pipeline Pipeline
5 32 18 50
17 39 16 55
4 5 9
# of Hotels: 22 75 39 114
W A L D O R F A S TO R I A H OT E L S & R E S O RTS
F O RT H C O M I N G P R O P E RT I E S
AMERICAS ASIA PACIFIC
Waldorf Astoria Cancun (2021) Waldorf Astoria Xiamen (2020)
Waldorf Astoria Antigua Waldorf Astoria Sanya Haitang Bay (2022)
Waldorf Astoria Mexico City* Waldorf Astoria Jakarta (2022)
Waldorf Astoria Miami Waldorf Astoria Haikou*
Waldorf Astoria New York Waldorf Astoria Macau*
Waldorf Astoria San Francisco Waldorf Astoria Tokyo Nihonbashi*
EMEA
Waldorf Astoria Kuwait (2021)
Waldorf Astoria Cairo – Heliopolis (2021)
Waldorf Astoria Doha Lusail* (2022)
Waldorf Astoria Doha West Bay (2022)
Waldorf Astoria London Admiralty Arch (2023)
Waldorf Astoria Tenerife (2023)
Waldorf Astoria Seychelles Platte Island* (2023)
Waldorf Astoria Riyadh
Accurate as of August. (Scheduled to open within 3 years). *Non-public.
WALDORF ASTORIA KUWAIT
WALDORF ASTORIA KUWAIT
WALDORF ASTORIA DOHA WEST BAY
WALDORF ASTORIA DOHA WEST BAY
C O N R A D A S TO R I A H OT E L S & R E S O RT S
F O RT H C O M I N G P R O P E RT I E S
AMERICAS ASIA PACIFIC
Conrad Punta de Mita (2020) Conrad Jiuzhaigou (2021)*
Conrad Las Vegas (2021) Conrad Urumqi (2021)*
Conrad Nashville (2022) Conrad Kuala Lumpur (2022)
Conrad Orlando (2022) Conrad Ningbo
Conrad Mexico City Conrad Qingcheng Mountain*
Conrad Xi’an*
Conrad Changsha*
Conrad Zhanjiang Loong Bay World Wide Resort*
EMEA
Conrad Costa del Sol (2023)
Conrad Marjan Island
Conrad Riyadh
Accurate as of August. (Scheduled to open within 3 years). *Non-public.
CONRAD PUNTA DE MITA
CONRAD PUNTA DE MITA
L X R H OT E L S & R E S O RT S
F O RT H C O M I N G P R O P E RT I E S
AMERICAS ASIA PACIFIC
Oceana Santa Monica, California* (2020) Kyoto, Japan (2021)
Resorts World Las Vegas, Nevada (2021)
EMEA
Mango House, Seychelles (2021)
Tel Aviv, Israel* (2023)
Accurate as of August. (Scheduled to open within 3 years). *Non-public.
The Biltmore Mayfair, London
Resorts World Las Vegas, Nevada
2021 Susona Bodrum, Turkey Kyoto, Japan
2021
Oceana Santa Monica, California Tel Aviv, Israel
2020 2023
Zemi Beach House, Anguilla Habtoor Palace, Dubai
Mango House, Mahe, Seychelles
2021
CURRENT PROPERTIES
FORTHCOMING PROPERTIES LXR HOTELS & RESORTS
MANGO HOUSE, SEYCHELLES
MANGO HOUSE, SEYCHELLES
TEL AVIV, ISRAEL
OCEANA SANTA MONICA, UNITED STATES
LAS VEGAS, UNITED STATES
KYOTO, JAPAN
T HANK Y OU
HWS LUXURY CALL
HWS Luxury European Updates
Market Trends – Europe – Luxury Transient
Overall the period of recovery will take much longer than hoped with government regulation updates almost daily.
Although the situation looked quite promising 2-3 weeks ago, the increasing number of corona cases in various European
countries is rising again and the travel industry is taking precautions. This also covers insurance considerations.
Booking situation at our European Luxury Brand properties are changing constantly with last minute cancellations and
new bookings coming in on a very short term basis as the travel situation remains uncertain. This is likely to remain in
place for some time.
▪ United Kingdom/Ireland
Key focus on private residences, villas, manor houses – countryside. There is decent demand for those products but low
demand for cities. Focus remains on the domestic market due to ongoing and new travel restrictions / quarantines. (
France, Spain, Belgium etc. ).
▪ Germany, Switzerland, France, Benelux, Scandinavia
Strong demand on private residences and chalets in Germany, Switzerland, Italy, Austria & France. Due to newly
implemented travel restrictions all travels stopped to mainland Spain & Mallorca ( for France & Belgium ).
▪ Italy, Spain, Portugal
Strong focus on domestic market ( beach & country houses ). Shorten summer season already coming to a close
▪ Russia/ CIS
Required focus on domestic market and international travel severely restricted. For residents with dual passports there is
the opportunity to travel to Germany, France, Turkey, Italy with key focus on private residences & villas. Maldivies
opened for Russian travellers end July – required are medical documents.
Market Trends – Europe – Luxury M&E
▪ Meeting & Events
Re-booked all 2020 confirmed meeting & event business managed by EU Luxury Sales team in 2021 ( value $2m).
Supporting HWS Frankfurt group desk with client presentations / virtual calls whenever required ( in case relevant
HWS MICE account manager is not available and/or on furlough ).
New booking trends. Most of the meeting & event business for new bookings are scheduled towards 2nd half
2021. Corporate meeting clients need to follow internal guidelines and it all depends on the official launch of a
corona vaccination.
Internal Luxury Connect Call Europe scheduled 1st September with key focus on potential & dedicated Luxury
Meeting & Event campaigns for 2021.
Luxury Transient: Distribution EU Luxury Escapes – launched 26 June
with extended validity until 30 December 2020:
▪ EU Impresario members
- Dedicated Impresario B2B fact sheet featuring all participating EU Luxury Brand hotels plus ‚Experience‘ B2B
fact sheets – distribution: 35 EU members/ targeting +50 offices – email & telephone follow up activities. Close
& regular contact with all key Impresario members in Europe.
▪ EMEA Virtuoso members
- Dedicated Virtuoso B2B fact sheeting featuring all participating EU Luxury Brand hotels plus ‚Experience‘ B2B
fact sheets. Telephone & email communication, follow up activities: 55 EMEA members – targeting +60 offices.
- Virtuoso on Tour EMEA virtual calls on 02 July conducting speed dating sessions with 33 EU Virtuoso agents
highlighting on Hilton CleanStay as well as European Escapes campaigns & experiences.
- Virtuoso Travel Week Las Vegas – virtual calls 10 to 13 August – conducting 45 scheduled calls with EMEA
Virtuoso members ( immediate return $7k transient bookings for Europe, new Impresario potential account
value $60k annually & WA Maldives inclusion in exclusive ASW Private Retreat/Stella Maris newsletter campaign
– 60k global members distribution.
▪ Traveller Made
- Educational webinar in June - invitation to all EMEA Traveller Made member hotels. Tactical campaigns need to
be entered in TM extra net by each hotel individually ( not GDS driven ).
- Telephone & email communication focussing on top 20 TM European members.
- Dedicated TM newsletter scheduled 2nd half September 2020 – distribution +450 TM agencies globally.
July & August - Promotions/Newsletters/ Trainings - European Escapes – a few snapshots –
reached +140k high end/luxury end consumers via our partner engagements.
Revenue generated ( including forward bookings ) $160k
Newsletter: European Virtuoso members virtual calls
Audience: 2,5k members in France - 02 July - Audience: 120 participants
Highlighting LXR Biltmore Mayfair London and Conrad Algarve
in July newsletter and WA Amsterdam & Rome Cavalieri in Sharing tactical campaign to client base
August newsletter - Audience: 1.5k in Germany Audience: 10k customers in Germany
July & August - Promotions/Newsletters/ Trainings - European Escapes – a few snapshots –
reached +140k high end/luxury end consumers via our partner engagements.
Revenue generated ( including forward bookings ) $160k
Ten Group – Staycation UK campaign Educational Webinar
Audience: 40k members 29 July on tactical Intranet communication.
campaigns & Hilton Audience in Europe: 40k members
Ten Group Switzerland CleanStay.
Audience: 10k members Audience: 70 IC‘s
Audience: 40k European Audience: 8k members Audience: 15k UK members
members
Next steps
▪ September & 4th QTR 2020
Consortia: Focussing on our EU tactcial campaigns and adjusting regional/ global activities according to travel
regulations & opportunities.
All Luxury Sales Missions & sales trips on hold until further notice. Reduced opportunities on face to face client
meetings until end this year.
Continue to stay in close contact / virtual calls with key consortia & MICE business partners.
To agree on AMEX TLS webinar format & available slots in Europe. Keep in close contact with regional AMEX TLS
teams in Europe.
HWS LUXURY CALL
HWS Luxury Middle East Updates
MARKET TRENDS
▪ Interregional travel (ME into ME) remains for corporate travel with a focus on extended stays due to the uncertainty of mandatory quarantines in
some locations
▪ TMC meeting divisions are currently focusing on regional beach hotels for corporate leisure staycations.
I. UAE Market:
▪ Continuity of strong domestic/staycations business in RAK & Dubai.
▪ Government sector started international official visits from August and expecting a busy Q4 with diplomatic visits.
▪ Recent announcement of normalization between UAE and Israel is expected to bring economic opportunities & direct flights by Etihad & Emirates Airlines.
▪ Emirates Airlines has announced a global cover for COVID-19 related costs till Oct 31st 2020.
I. KSA Market:
▪ KSA royal family/HNW are traveling for leisure and medical treatments through private jets after obtaining a permit.
▪ Expecting a pickup from KSA in Q4 to UAE, Egypt, Turkey & Indian Ocean Resorts (provided that Int’l flights resumes).
▪ TOP preferences: Resorts, suite product, full privacy, health safety and short flight destinations
▪ Saudi Airlines is awaiting approval from government to start international flight operations
▪ MICE accounts have started booking domestic congress groups with flexible cancellation policy.
▪ Growing domestic demand from Government and packaging industries.
▪ Neom and Red Sea Company under the office of the Crown Prince are working on developing domestic tourism projects.
II. Kuwait & Bahrain:
▪ Leisure business is very slow due to the current travel restrictions/ quarantine in place however this is subject to change in Q4.
HWS KSA & Bahrain
• 14th to 16th September - MEA&T hotels focused virtual road show (5/6 key hotels)
• 4th to 6th October- Europe hotels focused virtual road show (5/6 key hotels)
• 1st to 4th November - Jeddah sales trip ( drive business for Q1 school vacation)
• 15th to 18th November - Dammam & Bahrain sales trip ( drive business for Q1 school vacation)
• 25th to 27th November - EMEA MICE hotels virtual event (Top 5 MICE hotels)
HWS AP
• Online client workshops – Nov 2020
• Fam Trips – Nov/ Dec 2020
• AP Roadshow – Dec 2020
Q1 2021 BUSINESS INSIGNTS:
❑ Gradual growth into European destination over the New Year period & Saudi School vacation in January.
❑ Average length of stay may exceed 10 nights and signature/family suites will be a common request in the family groups bookings.
❑ Dubai is expected to be the hub destination for the majority of the leisure trips from KSA, Kuwait and Bahrain.
❑ Expecting from mid January to see product launches in certain industries especially Pharma & Auto.
❑ Luxury hotels in UAE and London expected to start receiving small meetings for board meetings from NEOM.
❑ Lead time of booking expecting to be between 0 to 3 weeks before travel for Leisure operators & bedbanks.
❑ Bedbanks anticipate to be operating at 30 to 40% Vs STLY Q1 2020.
❑ Cancellation flexibility & Cleanliness will continue to be key.
HWS LUXURY CALL
HWS Luxury Americas Updates
Market Trends – U.S – Luxury M&E
Level of short term opportunities are trending down with encouraging future year
business showing more confidence
Smaller domestic US group room blocks anticipated due to budgets and travel
restrictions in next 6-12 months
Hybrid meetings trending
Event Ready developing confidence for meeting & event planners
Majority of conventions / tradeshows cancelled for 2020
Preferred Group Partners
Increase visibility
Leverage Preferred Partnership
Provide Value Add – Event Ready
Increase Luxury Market Share Globally
Market Trends – U.S – Luxury Transient
Outbound Luxury Tranisent business from the U.S to key International feeder markets will be slow to recover &
likely not trend upwards until mid-late 2021
Restrictions for U.S to travel in general & enter many countries within EMEA region are currently in place.
Business Travel likely to return first as many companies begin to assess priorities & travel programs during RFP
season.
1) Either want to carry rates over
2) Want to re-negotiate
3) Want to wait & see
Domestic Leisure Travel within the U.S continues to show encouraging signs.
THE TRAVEL INDUSTRY: ROAD TRAVEL
▪ Open Roads & Booking Freedom
The majority (~70%!) of Q2
customers traveled within a “road The freedom of the open road has also led to
tripping distance” an increase in booking freedom, with a
double-digit jump in same-day bookings
~70%
0-500
miles
~30%
501+
miles
Source: HLT Internal Trends
© 2020 Hilton Confidential and Proprietary Page 59
OUR AMEX HEADLINE TLS
AGENT ENGAGEMENT AND MARKETING STRATEGY
Highly regionalized Leading online Highly regionalized
AMEX TLS engagement with front AMEX TLS marketing
Engagement strategy line TLS Agents plan – US and
International
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WE ARE STARTING TO SEE A RECOVERY
BUILD FOR AMEX TLS RATECODES GLOBALLY
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AMEX IS STARTING TO IMPLEMENT A HIGHLY
REGIONALIZED TLS MARKETING PLAN – US AND INTERNATIONAL
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AMEX RETURN TO TRAVEL CAMPAIGN
Amex Travel’s Q4 2020 Fine Hotels + Resorts® Return to Property Name Offer Construct
Conrad Cartagena Comp. 3rd Night
Travel Campaign. Launching early this fall, the campaign will Conrad Maldives Rangali Island Comp. 3rd Night
feature enticing new offers including Complimentary 3rd Nights Conrad Osaka Comp. 3rd Night
and Additional Property Credits of $250+ and $1000 as our Conrad Seoul Comp. 3rd Night
Conrad Tokyo Comp. 3rd Night
Card Members begin to plan for the future of travel. $250.00 Property
Rome Cavalieri, A Waldorf Astoria Hotel Credit
The Duniway Portland Comp. 3rd Night
Waldorf Astoria Bangkok Comp. 3rd Night
You currently have an approved FHR offer that falls within Waldorf Astoria Dubai International Financial
the following eligible campaign period: Centre Comp. 3rd Night
$250.00 Property
Booking start date must be on or before September 15, 2020 Waldorf Astoria Dubai Palm Jumeirah Credit
Waldorf Astoria Los Cabos Pedregal Comp. 3rd Night
Booking end date must be on or after December 17, 2020,
depending on the travel end date
Travel start date must be on or before September 15, 2020
Travel end date must be on or after December 20, 2020 (Note:
Travel cannot extend into 2021 due to system restrictions)
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WE HAVE SOME COMPELLING NARRATIVE BEHIND OUR
PARTNERSHIP TO HELP US DIFFERENTIATE
TO AGENTS AND CARDMEMBERS
Reinforce Hilton Clean Stay COVID19 “Hero Stories” and our Promote domestic, residential, and
Frontline response ‘space’
AMEX TLS AGENT ENGAGEMENT TO BE HEAVILY
LOCALIZED BY REGIONAL LEADS TO TLS CALL DESKS
Ines Dlugos
Samuel Chamberlain
Claudia Monks Cherry Wei
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