Like twins, online and offline – How Retail & Hospitality boost turnover & service

Like twins, online and offline – How Retail & Hospitality boost turnover & service

(June 5, 2020) The hotel industry is trying to learn from the retail trade how to anticipate wishes and personalise offers. Conversely, the retail industry “hotelizes” its shopping malls and shops. Corona is now driving both sectors towards a balance between stationary and virtual sales. The “booster” for additional sales is “delivery”, for both: shop and hotel must “deliver” their promises, just as the product must be delivered to the customer’s home in real life or the wishes must be fulfilled in the hotel itself. At the 3rd HospitalityInside Think Tank (HITT) on 23 June, a fascinating discussion is set to take place between the shopping mall investor and developer ECE Group (Otto Group) from Hamburg, the luxury hotel group Langham Hospitality from Hong Kong and Sabre Hospitality based in Dallas.

The HITT motto 2020 “Boost your Service Delivery. Bring your Hotels to Life in a Digital World” fits perfectly to this prominent talk in the afternoon of the virtual event day. ECE Managing Director Dr. Volker Kraft, Langham CEO Stefan Leser and Frank Trampert, Sabre Hospitality Solutions’ Managing Director EMEA and APAC, have already stated in the briefing on the HITT that their different perspectives have the same goal: to increase the sales potential of their customers through tailor-made “retail sales”, just as the airlines have been charging extra for every extra service for years.

Frank Trampert says: “Turn every room into an online shop!” And Stefan Leser is convinced that the better the conversation with the guest – also digitally – the more successful and the closer the bond with him or her. But how will guests and customers behave in the future? Corona made online sales in everyday life exploding overnight, as only Amazon’s sales increases show.

This in turn leads shopping specialist Volker Kraft to the conclusion that hotels have already missed many opportunities to sell services and goods from and about the hotel. The hotel-affine top manager cannot understand why he can’t spontaneously buy the new discovered gin brand at the hotel bar – even online…
Thoughts like these form the foundation for the expected lively discussion at this HITT impulse. Langham and Sabre will also talk about their ideas and experiences with the new Hospitality Retail Tool, which Sabre has programmed and Langham was the first hotel customer worldwide to test (we already reported about the tool in the magazine).

The Covid-19 virus breaks up old, encrusted structures and business models in both the hotel industry and retail within a very short time. Therefore, these two industries are examples par excellence for the new fusion of similar service models. “Decision-makers in companies in both worlds must understand why they need to rethink now – right now,” says the trio in unison. Future revenue will only come from service. The digital relationship with the guest/customer is the booster for more revenue.

Das Covid-19-Virus sprengt in der Hotellerie wie im Retail binnen kürzester Zeit alte, verkrustete Strukturen und Geschäftsmodelle. Deshalb sind diese beiden Branchen Beispiele par excellence für die neue Verschmelzung ähnlicher Service-Modelle. “Die Entscheidungsträger in den Unternehmen beider Welten müssen verstehen, weshalb sie jetzt – genau jetzt – umdenken müssen”, sagt das Trio unisono. Der künftige Umsatz kommt nur noch aus dem Service. Die digitale Beziehung zum Gast/Kunden ist der Booster für mehr Umsatz.

Experience Volker Kraft, Stefan Leser and Frank Trampert
from the ECE Group, Langham Hospitality and Sabre Hospitality Solutions
at HITT on Tuesday, June 23rd, starting at 1:15 p.m.
– and ask your personal questions.

Their impulses:
The new speed in the revolution of retail.
How can hotels boost their revenue generation from every guest?

What you can expect:

♣ an event in English language
♣ selected impulse generators from the hotel & non-hotel industry
♣ in-depth content
♣ coordinated contents
♣ consecutive lectures
♣ top contacts

The 3rd edition of the HITT has become virtual this year, but the content and HospitalityInside’s quality standards have not changed. We look forward to experiencing and shaping these important topics for the digital future with you in the new format.

Join us, become part of the HITT community and stay tuned!

The complete programme, prices and registration at

Please call us or mail us if you have questions. We are looking forward to you and the discussions that will lead us into the time after corona in a good fashion.

Contact: Michael Willems, Managing Director, Phone: +49 821 885880 20, michael[at]