Catégories
Products and activities

Public Toilets: an essential but under-appreciated amenity

While most people smile upon hearing them mentioned, public toilets are actually a serious topic, as they enable all human beings to fulfill that most basic human need: answering the call of nature. Some client groups – pregnant women, families with young children and people with special medical needs, for example – are more inconvenienced than others when restrooms are scarce to non-existent. With the growth of tourism in general, and the increase in family and senior travel in particular, demand for these amenities is growing.

Investment, and Image Enhancement

Countries with strong tourism growth have found just how crucial public toilets can be. Iceland, where international visitors have more than tripled in the last five years, reaching over 1.7 million in 2016, has realized that reviewing this basic service is an important priority. The government has invested over CAD$1M to build 15 toilets for tourists all around Iceland, primarily in areas outside the capital city.

An initiative of Thailand’s Tourism and Sports Ministry, the Clean Toilet Campaign was launched to ensure tourism operators provide clean and attractive restrooms in tourist attractions nationwide. The Ministry even launched a Clean Toilet Photo Contest (!), where people are encouraged to take selfies in the country’s clean toilets and share them on social media. The government has said the campaign is about enhancing the image of the country’s tourist attractions and, above all, of Thailand itself.

The Nice Toilet Program

Germany has come up with a sensible, affordable solution to the lack of public toilets. Rather than building and maintaining expensive public restrooms, about 230 cities are taking part in the Nette Toilette or Nice Toilet private program. It works like this: the cities pay a monthly fee ranging anywhere from €30 to €100 (CAD$33 to $110) to restaurants and cafés that display the Nette Toilet logo, complete with pictograms for additional services such as changing tables and wheelchair access. The logo lets passers-by in need know they can use the establishment’s toilet free of charge, without feeling obliged to buy anything. A map showing the location of Nette Toilette participating merchants is available in both paper format and online.

Nette-toilet-AllemagneSource: Nette Toilette

A Map of … Public Toilets?

Visitors to Australia can check out the National Public Toilet Map, (available on a government website and as an app) which includes over 16,000 publicly available toilets across the country. The Map also includes the Plan a Trip feature, enabling them to enter the start and end point of their journey and get a list of toilets along the way. Specific information is provided about each toilet on the map (or route), such as opening hours, if it is male, female or unisex, is wheelchair accessible, has showers, change tables, or safe drinking water, etc.

australia-toilette-map

Source: Department of Health, Australian Government

Toilets Worth Stopping For

They create a buzz because of their unique design or the view users can enjoy. Some are even attractions in their own right, as is the case for Lausanne’s transparent toilet. Inspired by the popularity of reality TV shows, the cubicle’s glass becomes opaque when the user pushes a button to lock the door.

toilette-transparente-suisse

Image: Glass Concept

Monica Bonvicini’s work, entitled Don’t Miss a Sec, is a toilet housed in a one-way, mirrored glass cube located on a busy London sidewalk, where the users are invisible but can see everything – and everyone! – around them.

toilette-publique-miroirSource: The Green Head

Two architect-designed restrooms (one for each gender), built with organically shaped pieces of wood, has put the tiny Colorado town of Minturn on the map. In homage to the town’s mining history, the wooden slats are designed to look like a mine entrance.

toilette-publique-designSource: Curbed Ski

The minimalist design of the toilets at Stegastein Viewpoint resembles the lookout platform itself, which provides a spectacular view of the Norwegian fjord. The same breathtaking view can be seen from inside the toilets, which jut out slightly over the cliff edge, creating a dramatic effect.

toilette-vue-fjord

Source: ArchDaily

Benefitting from Natural Processes

Chemical toilets are usually the go-to solution for large-scale events. The Australian company Natural Event provides waterless, odour-free, eco-friendly toilet solutions that use wood chips for on-site composting of toilet deposits.

toilette-festival-ecologique

Source: Natural Event

Québec-based Darcom Innovations also offers mobile “comfort stations” with a small ecological footprint. The toilets are built inside repurposed shipping containers and use coconut bark to recycle the wastewater.

toilette-conteneur-ecologique

Source: Darcom Innovations

It’s only natural that washrooms in Helsinki’s airport should have a nature-themed décor; after all, the outdoors is Finland’s country brand. But airport managers decided adding sound effects to the visuals would create a pleasant ambiance for users, so they pipe in birdsong. Audio experts claim that birdsong is both relaxing and reassuring, and makes it easier for people to focus. The following short video provides a preview:

The All-Important Public Toilet

A simple visit to the humble toilet can provide a positive experience that can improve a traveller’s stay. Some toilets are even listed on TripAdvisor. Others, such as the astonishingly luxurious toilet in a Philippine gas station, have gone around the world on YouTube after a video was posted there by a delighted traveller. Lonely Planet has jumped on the bandwagon, publishing Toilets: A Spotter’s Guide that focuses exclusively on “lavish lavatories and outstanding outhouses”. As tourism organizations leverage their products and attractions, they must be careful not to neglect basic services.

 

Image à la une: Pixabay

Catégories
Products and activities

Enhancing Destinations through Repurposed Locations

Launched in 2006 by the European Commission, the EDEN (or European Destinations of ExcelleNce) competition rewards “emerging, original and sometimes lesser-known tourist destinations whose stakeholders are working to implement strategies that successfully combine economic growth and sustainable development.” Europe has 140 winners and nearly 400 honourable mentions so far. Here are some inspiring examples in the Tourism and Regeneration of Physical Sites category.

Bringing Industrial Heritage Sites into the 21st Century

Roubaix (France) 

Located 15 km northeast of Lille near the Belgian border, Roubaix was first synonymous with wool-working (in the 19th century) and then with the textile industry (in the 20th century). Over the years, the town’s industrial landscape has gradually been transformed into a cultural one, with theatres, artists’ studios, creative centres and museums. For instance, since 1993, the town’s former cotton mill is home to the Archives Nationales du Monde du Travail, or Labour Archives; and a museum of memory and textile design, La Manufacture, is housed in a former weaving workshop. The museum traces the textile industry’s history in northern France and provides insights into the workers’ living and working conditions.

roubaix-manufacture

Source: La Manufacture

Pécs (Hungary) 

Several abandoned industrial and cultural sites in Pécs, a town in southern Hungary near the Croatian border, have been repurposed and now have a completely different function. The biggest transformation is that of the well-known Zsolnay porcelain factory, now the centre of a thriving arts and culture district. While the old factory still produces porcelain, there are also exhibition and presentation spaces, an information centre for cultural events, numerous cafés, a planetarium, a children’s theatre and many other facilities. Zsolnay’s new cultural district receives more than 200,000 visitors every year.

 Żyrardów (Poland) 

Żyrardów, located 45 minutes from Warsaw, was once one of the great linen producing cities in Europe, and the factory workers had their own “village” in the city centre. This carefully restored settlement features a factory-museum, and the former spinning plants have been transformed into apartments, restaurants and stores, complete with original architectural details. 

Preserving and Enhancing Heritage Buildings

Marche-en-Famenne is a town in the Wallonia region, near Brussels. The town includes many restored sites, including:

  • Juniesse Tower, the only remaining section of the city’s medieval fortifications, how houses the permanent exhibition of an International School of Violin Making;
  • Jadot House has been made over in to the Famenne Museum;
  • Van der Straten Castle is now the Town Hall;
  • The old Corn Exchange is now a restaurant;
  • Hassonville Castle and the former Jesuit College have been turned into hotels.

tour-juniesse

JJuniesse Tower

Transforming Mining Towns

Located in the southwestern region of Sardinia, the town of Montevecchio has created an ecomuseum in one of Italy’s oldest mining sites. Now restored, the site has become a major heritage centre providing visitors with unique insights into this aspect of Sardinia’s industrial history. The town in general, and the museum in particular, highlight local crafts, the mines’ history and traditional local food. A special cultural tour is offered that combines the town’s different attractions: mines, rural arts and crafts, local traditions and country homes. This integrated approach to showcasing the town’s history has made it a significant tourist attraction.

montevecchio-mine Source: miniera di montevecchio

A UNESCO World Heritage Site, Idrija was once the location of the second largest mercury mine in the world. Anthony’s Shaft, the oldest part of the mine, has been converted into a living museum as part of efforts to develop local tourism and preserve the mine’s heritage. The initiative has boosted the amount of tourism-related infrastructure in this traditional rural Slovenian community. In addition to the mine, the city’s intangible cultural heritage includes Gewerkenegg Castle and its museum, the Idrija Lace School, the annual Lace Festival, and the town’s žlikrofi (Slovenian-style ravioli) makers.

mine-idrija

Source: Visit Idrija

Resident Restoration

The gateway to Austria’s Nockberge National Park, Gmünd is a fortified historic town described by its residents as an artists’ city. The major renovations it underwent nevertheless managed to preserve the town’s ambiance and protect its historic structures. Thanks to the community’s innovative initiatives, fifteen medieval buildings have been carefully restored and transformed into artistic, cultural green spaces that can house the works of local and international master craftsmen, artists and sculptors. The town’s administration has worked with different cultural and marketing networks to strengthen the local economy and improve the quality of life for residents and visitors.

These converted sites provide visitors with unique opportunities to experience local culture and traditions and create unforgettable memories in destinations that are off the beaten tourist track.

 

Catégories
Accommodation

The New Generation of Lifestyle Hotels

The new generation of hotels is focusing on innovation by developing hotel concepts or updating existing ones. The so-called lifestyle hotel is a good example of this trend; while examples of this type of hotel have existed for several years, they are now preparing to benefit from the winds of change sweeping through the hotel industry. Read on to learn how three hotel groups have interpreted the lifestyle hotel trend.

 

 

M Beta: revamped, customized spaces

The Charlotte Marriott City Center was fully renovated in 2016. In fact, the renovation was so complete, they’re calling it the second iteration M Beta as they gather customer feedback on what works and what doesn’t. (Further details in the first part of the analysis, Comment l’hôtel de demain est-il pensé ?). With a budget of $16M, room design was completely reinvented by installing modular furniture and adding a variety of high-tech tools. Customers can access their Netflix or Hulu account from the guest-room TV and use a tablet to order from room service. One whole floor is devoted to StayWell rooms that feature amenities such as: aromatherapy, a shower head with chlorine filter, lighting that emulates natural outdoor light, and hypoallergenic bedding.

Local ingredients are showcased in the restaurant, the bar can act as a co-working space during the week and the café is designed to support interaction (see photo, below). The café provides free workspaces and has a retail space where upmarket foods are sold.

hotel-Marriott-Charlotte-City_Center

Source: Charlotte Business Journal

A new bottle shop sells wines to both guests and locals and the gym features a digital system with over 600 exercise programs displayed on a giant screen. The check-in can be done through the brand’s mobile app, with one of the tablets made available to guests in the reception hall, or with a hotel employee.

reception_de_lhotel_Marriott_Charlotte_City_Center

Source: Marriott

Aparthotels Adagio: where the community itself becomes part of the attraction

According to a recent study of guest expectations conducted by Aparthotels Adagio, these now include a desire to interact with others and to feel a sense of belonging. Based on study results, a brand-new customer experience concept was tested in one of the properties for ten days. Because the goal was to transform the apartment-hotel into a living space with strong community ties, the company asked both guests and locals to try out the new facilities and features. To reinforce that “at-home” feeling, these new features include a shared kitchen, a delicatessen, a supply of objects guests can use to decorate the apartment, wine tastings, cooking and activity classes and foosball matches.

Aparthotel_Adagio_teste-un-nouveau-concept

Source: Aparthotels Adagio

Other properties are trying out other services, such as delivering meals from local and gourmet restaurants, dinners with locals,

Aparthotels Adagio wants to focus as much on the destination as on the hotel

cycling or Segway tours of the surrounding area, and a mobile app with the kind of information that allows visitors to feel more like a resident. Aparthotels Adagio wants to focus as much on the destination as on the hotel. The group will use the results of the customer experience tests to roll out the most popular services across the entire network.

JO&JOE: Focus on mingling

In September 2016, AccorHotels unveiled its innovative new brand, JO&JOE: a cross between youth hostels and apartment hotels. These yet-to-be-built hotels have been dubbed “Open Houses”, where the focus is on creating spaces for living and shared experiences.

The focus is on creating spaces for living and shared experiences

The concept is aimed specifically at millennials, whether they’re a “Townster” (local resident) or “Tripster” (an explorer from out of town).

Common areas promote relaxation and spontaneous interaction. The reception desk is gone; guests enter at the bar; there’s an outdoor “Playground” for events, and the “Happy House” (see picture, below), a private areas for guests only, will be used to relax, work, cook or even do their laundry. The large tables in the shared kitchen promote togetherness and sharing.

JO&JOE_AccorHotels

Source: AccorHotels

The brand also offers a variety of innovative forms of accommodation for guests traveling solo, in couple, in a family or as a group. The “Together” format provides shared, modulable sleeping spaces, while the “Yours” format is a room or apartment for two to five people with a private bathroom and (sometimes) a kitchen area (see picture, below). Last, there are the “OOO” options (for “Out Of the Ordinary”). As the name implies, this means unusual accommodation, including yurts, hammocks and caravans, and varies from one property to the next.

grande-chambre_JO&JOE_AccorHotels

Source: AccorHotels

Naturally, this innovative new concept for millennials has its own booking app! The community-oriented, experiential tool helps users organize events, share recommendations of must-see places, create groups with other guests for where to go and what to do, and chat with JO&JOE staff.

The plan is to build a portfolio of 50 properties, with the first ones due to open in 2018. The brand is part of AccorHotel’s new lifestyle division, also comprising the Mama Shelter and 25hours brands. In designing these new-generation hostels, JO&JOE is positioning itself in a niche market already well populated with new players, and is also entering into direct competition with Airbnb.

Because the new living spaces focus on mingling and experiencing local culture, each hotel can guarantee a unique experience. This trend of focusing on local elements has spread to all sectors of the tourism industry, and is manifestly here to stay.

 

Image on first page:  Pexels.com

Catégories
Gestion

Les petites municipalités québécoises misent sur le tourisme

Se tailler une place dans l’industrie touristique pose de nombreux défis aux petites localités québécoises : manque de ressources financières, enjeu de l’accessibilité, mise en marché difficile, etc. Lors du premier forum sur le développement touristique local, organisé par Lemay Stratégies les 20 et 21 avril derniers à Nicolet, les conférenciers et panelistes ont prouvé que la mobilisation de la communauté est un gage de succès du développement touristique.

 

Croissance du tourisme local

Lemay Stratégies a effectué un sondage auprès des participants du Forum provenant de villages et de municipalités de moins de 15 000 habitants, afin de jauger leur développement touristique. Parmi les 174 répondants, 45 % étaient des organismes de développement économique ou touristique, 42 % étaient des municipalités ou des villages et 13 % étaient des attraits, organismes nationaux, etc. Voici quelques faits saillants :

  • Plus de la moitié (53 %) des répondants affirment que leur village ou municipalité a connu une croissance modérée (de 1 à 20 %) au cours des cinq dernières années et seulement 5 % ont eu une croissance forte (plus de 20 %).
  • Les principaux freins au développement sont l’accès au financement (79 %) et l’absence de promoteurs (72 %).
  • Les éléments favorisant le développement sont les nouveaux projets (80 %) et l’innovation dont ces derniers font preuve (74 %).

Les principaux produits touristiques en croissance au cours des cinq dernières années sont :

  • l’agrotourisme et le tourisme gourmand (75 %);
  • le plein air (72 %);
  • les événements (64 %);
  • le camping (62 %);
  • les attraits et les activités culturelles (60 %).

Trois produits ont connu une décroissance : le magasinage (34 %), le tourisme d’affaires (16 %) et les sports motorisés (12 %). Les répondants prévoient une croissance plus importante pour tous les produits au cours des cinq prochaines années, en particulier l’agrotourisme et le tourisme gourmand (86 %), le plein air (80 %) ainsi que les attraits et les activités culturelles (78 %).

graphique produits touristiques québécois

Des municipalités prêtent main-forte pour réinventer leur destination

Selon M. Beaubien, propriétaire de plusieurs hôtels au Québec, la collaboration de la municipalité facilite beaucoup le travail des investisseurs privés comme lui. De nombreux villages et municipalités sont d’ailleurs impliqués dans le renouveau de leur destination touristique. Voici quelques bonnes pratiques mentionnées pendant le Forum.

Après dix années de démarches, la municipalité de Saint-Camille en Estrie a récemment acheté l’église pour la reconvertir en salle multifonctionnelle, accueillant des évènements de petite et moyenne envergure. La coopérative Destination Saint-Camille, qui regroupe sept entreprises de la région, sera responsable de la gestion et de la promotion des congrès, des colloques et des formations. Un projet inspirant pour une communauté d’à peine 500 résidents. 

Coaticook en Estrie a été un collaborateur important de l’implantation de Foresta Lumina au Parc de la Gorge de Coaticook. Faisant suite au succès du projet, la municipalité qui souhaitait bénéficier elle aussi de la nouvelle notoriété du Parc a installé en 2015 des lanternes dans son centre-ville, afin de recréer la même ambiance.

2.Coaticook_Foresta_lumina

Source : Le Progrès

Situé dans la région de Lanaudière, Saint-Donat souhaite mettre en place une stratégie de marketing territorial en devenant le premier « Parc naturel habité ». Cette appellation qui mise sur les attraits naturels et les activités touristiques servirait d’image de marque pour la ville, mais aussi pour les entreprises de la région.

L’action citoyenne au cœur du renouveau de la destination

« l’acceptation et l’implication du milieu dans le projet furent les conditions de réussite »

Parfois, la mobilisation des citoyens permet à une destination touristique de se réinventer voire de se créer. En 2014, Saint-Jean-Port-Joli, situé dans la région de Chaudière-Appalaches, a tiré profit de la fibre entrepreneuriale des nombreux artistes et créateurs de la localité afin de créer une offre de tourisme créatif. Ce projet innovant, entrepris par l’Office du tourisme de la MRC de L’Islet, a pour but d’augmenter la durée de séjour des visiteurs. Saint-Jean-Port-Joli, village créatif offre onze choix d’ateliers allant de la demi-journée à des séjours de 3 à 5 jours. Jean St-Pierre, directeur général de l’Office du tourisme, a rappelé que l’acceptation et l’implication du milieu dans le projet furent les conditions de réussite. En 2015, la municipalité a reçu le prix de Meilleure Destination de Tourisme Créatif, décerné par le réseau international Creative Tourism Network. Une reconnaissance qui place le village sur l’échiquier mondial.

3.MRC de l'islet_tourisme_creatif

Source : Office du tourisme de la MRC de L’Islet

Un groupe de citoyens de Rivière-au-Renard, en Gaspésie, est à l’origine du plan de revitalisation du village. Regroupés au sein de la corporation de développement de Rivière-au-Renard, ces citoyens souhaitent positionner le village au plan touristique en tant que « Capitale des pêches du Québec ». Les axes de développement de ce projet de 16 millions de dollars comportent des promenades le long de la rive, des pistes cyclables, une plage, un économusée ainsi qu’un traversier entre les municipalités de Gaspé, de Havre-Saint-Pierre et de l’île d’Anticosti qui reliera les cinq parcs nationaux.

Développer le tourisme rural par une politique nationale

Raija Ruusunen est coordonnatrice nationale du tourisme rural en Finlande, le programme national de développement rural débuté en 2006. Créer des réseaux, renforcer la coopération entre les instances nationales et régionales ainsi que promouvoir les meilleures pratiques figurent parmi les objectifs de cette stratégie. Mme Ruusunen en a présenté les différents axes de développement, dont :

  • le tourisme de plein air. Intégré au sein d’un réseau de 50 acteurs régionaux, ce nouveau modèle permet une coordination thématique de développement national et une communication permanente avec les régions.
  • le tourisme villageois. Le projet qui rassemble 16 villages est basé sur la coopération entre les entreprises et inclut aussi les résidents. Le secteur privé en fait également la promotion : une maison d’édition a publié une brochure touristique « Bienvenue au village » et des consultants privés accompagnent les villages dans le développement de leurs activités touristiques.

 

Le Forum a permis de souligner les facteurs de succès du développement touristique local : mobilisation, partenariats, entrepreneuriat, innovation, créativité et dynamisme. Enfin, comme l’a affirmé M. Beaubien, si une destination détient un produit unique, il est certain qu’elle réussira à se faire connaître.

Quels sont les projets touristiques portés par la communauté de votre village ou de votre petite municipalité?

 

Image à la une : Saint-Jean-Port-Joli; source : ©QuébecOriginal

Catégories
Management

Let intelligence help you look into the future

Admittedly, the Tourism Intelligence Network may not provide the most objective assessment of the value of strategic intelligence. However, what it lacks in objectivity it makes up for in expertise and enthusiasm. Herewith a call to all companies to set up their own monitoring process. If you’re reading this, you’re already off to a good start!

 

 

 

 

For tourism companies especially, there are many excellent reasons to gather intelligence as it enables them to:

  • monitor industry trends;
  • better understand customer segments;
  • be aware of its position in relation to its competitors;
  • build on best practices;
  • monitor emerging new markets and products;
  • monitor and maintain its online image;
  • analyze its online reputation.

Fishing for Inspiration

Competitive benchmarking is the process of comparing a firm’s practices and performance measures with that of its competitors. Sector-specific benchmarking is the process of identifying competitor operating methods on which the company can build. At a certain point, benchmarking can be useful as a means of answering a specific or ongoing question. This is where monitoring comes in.

  • Competitive intelligence is used by companies to compare and position themselves in relation to their environment and adopt best practices.
  • Sector-specific intelligence enables companies to stay abreast of the latest developments in a given sector and build on others’ best practices.

Ultimately, benchmarking fosters the kind of strategic decisions that bring the company to the forefront of its sector and keep it there.

There is no single solution for competitive or sector-specific intelligence. Subscribing to newsletters, signing up for Google Alerts, content curation tools (like Scoop.it) and intelligence tools are just some of the means at your disposal. Curation tools gather Web content on a given topic or area of interest and display it in a single interface. While effective, these can also be expensive.

To quickly and efficiently monitor a number of websites, for many years now, the Intelligence Network’s favourite tool has been the RSS feed aggregator, Netvibes which, like others of its kind (Feedly, for instance), is a customizable platform that aggregates content from other sites.

Netvibes_analyse_veille

Source: my personalized Netvibes interface

Anticipating Customer Needs and Expectations

The participative Web gives companies the benefit of ongoing feedback from its customers, both positive and negative. Monitoring this feedback means they not only stay on top of and react to it, but above all, are able to understand their customers’ expectations and evolving needs and thus anticipate them. In other words, managing your online reputation begins by monitoring what is being said on social media and consumer review sites. There are many monitoring tools that help you do this, but it can also be useful to combine a few of them for better coverage. There’s ReviewPro and TrustYou for review sites, Hootsuite, Topsy and SocialMention for social media sites, to name just a few. Marketing and social media expert Frederic Gonzalo explains 30 of them here.

Remember:

  • Comments on social media and review sites do not necessarily represent the views of the majority;
  • There are many monitoring tools and they evolve quickly. They should be reviewed from time to time, especially those that monitor social media, to ensure they have not become obsolete;
  • Effective monitoring should take into account new information sources and emerging networks; 
  • As a general rule, quality is more important than quantity.

The Human Factor

Whatever the objective of the process or tool in question, the person doing the monitoring must be qualified. Human analysis can determine which information is relevant to the company’s strategic direction and upcoming projects, and enables the company to detect innovative content. The person who monitors its online reputation is supposed to assess the relevance of customer feedback. While only a few comments will lead to corporate change, most of them deserve an answer, or some kind of follow-up.

In order for it to be relevant, it is crucial that the monitoring be done with the greatest possible objectivity, especially when it comes to consumer reviews. The key is to truly focus on and tune in to trends and consumer needs.

The Time Factor

A study of 300 French decision-makers in companies with 20 or more employees found that 61% of them averaged two hours of monitoring per week. Some managed even more, with 35% spending an average of four hours gathering intelligence. Most of them were CEOs and, generally speaking, the monitoring was done outside of office hours. What about you, Quebec managers? How do you measure up?

The obstacles encountered by French managers include: the time required to find relevant information, the glut of information available, and source identification. The solution is often to delegate this task internally or to outsource it.

Did you know that for the past 10 years or more, the Intelligence Network has been gathering intelligence for Quebec companies?

Take another look at our 2007 Trendwatching Guide (in French). While some of the concepts and tools it mentions have evolved, the basic principles remain the same. It’s early in 2016; why not make a resolution, right now, that you will devote some time each day to gathering intelligence!

 

Source of the header image: Pexels

Catégories
Management Trends

Co-creation in the participatory era

 

At the dawn of this renaissance, the competitive environment of tourism is being redefined by new models of consumption and production. Collective intelligence is now considered an abundant precious resource that must be exploited if one is to remain competitive. Organizations that use co-creation (similar to crowdsourcing) are ahead of the curve because they are identifying consumer expectations and getting innovative ideas from their community.

The dynamic duo behind meaningful experiences

Today’s connected tourists are ideally positioned to actively influence service providers, at every stage of their visit. In this new context, businesses must listen closely to their customers if they want to satisfy them, a task made easier by the emergence of social media. Impressing travellers requires adopting an approach that artfully combines the following two elements:

  • Technology to enhance the organization’s processes and products while facilitating interactions among the various stakeholders
  • Co-creation to empower consumers to design their own tourist experiences by contributing ideas about a product or service, discussing with others, personalizing the products they are offered, etc. 

Examples from the hotel industry

Crowdsourcing is gradually entering the hospitality sector and radically changing design and marketing practices. Given the phenomenal rise of Airbnb and fierce competition from online intermediaries, hotels are now building on this trend to enhance their brand reputations, attract Millennials and discover user-generated content that can help them better communicate with their clientele.

Club Med

For its future Val Thorens ski resort in France, Club Med adopted a crowdsourcing approach and encouraged public feedback on the concept. Using a participatory application designed for Facebook, Club Med fans voted each week on the elements they wanted to see in the resort, such as the name, logo, design and even the activities offered.

MLV_Cocreation_Image1

Source: e-marketing.fr

17John

Democratizing real estate investment, architecture and urban design is the mission of the Prodigy Network. 17John, its New York City extended-stay hotel project aimed at business travellers, will incorporate innovative ideas generated by a crowdsourced campaign involving architects, designers and other creative professionals (see video). The organization used the competition to help it redefine the building’s spaces so as to create more collaborative, communal and connected ways of working and meeting.

Marriott Hotels

Marriott Hotels’ Travel Brilliantly initiative is in its second year. This dedicated Website invites guests to share innovative hotel ideas in the following six categories: technology, culinary, work and play, wellness, design and style, and other. Though the concept was initially aimed only at US consumers, this year’s edition also includes those in the UK. According to a Marriott executive: « There is no creation anymore except co-creation. To build any idea in a vacuum is more of a risk than building it with the insight of your guests and your associates. »  

 

Initiatives targeting local populations

Residents can be a source of many innovative ideas and play a key role in developing and implementing new strategies and campaigns.  Co-creation makes it possible to develop tourist experiences that are more beneficial to host communities while also satisfying visitors’ desire for authenticity.

Museums and co-creation

Given that the average museum-goer now wants to « do » rather than simply « view, » many museums have adopted a more participatory approach. These establishments are rethinking their role as the sole authority for determining which stories should be told and are instead working with the community to co-create stories. 

For example, in October 2013, the Chicago History Museum asked the public to determine the theme of a future exhibit. The city’s residents were then invited to vote for their favourite on Facebook.

MLV_Cocreation_Image2

Source: hstryqt.tumblr.com

Tourism becomes a force for change

Travel2change , a non-profit organization, wants to foster social innovation by inviting local populations to propose unique activities that visitors could find rewarding.  The best suggestions are then passed on to travellers interested in responsible travel. The digital platform provides a meeting space for tourists and locals who want to get together to support a cause.

MLV_Cocreation_Image3

Source: travel2change.org

« Open source » festivals 

The interdisciplinary SPARKcon festival in Raleigh, North Carolina, is billed as a « creative potluck » that showcases the local artistic community. In addition to enjoying an opportunity to present their artistic efforts, participants can help plan, program and organize the event.

Along similar lines, the Helsinki Festival in Finland invites the public to be part of the event’s creative process, thus highlighting local talent.

Artists redraw national parks

To mark its centenary, the National Parks Conservation Association, in cooperation with the Creative Action Network, launched the See America crowdsourcing campaign. Artists and designers were invited to create a collection of posters celebrating these heritage sites. The initiative uses collective creativity to showcase this precious resource and encourage the public to visit the parks.

MLV_Cocreation_Image4

Source: seeamericaproject.com

Increased competition due to the burgeoning number of alternative products is forcing businesses to rethink how they do things and reinvent how they relate to consumers. Having understood the new rules of the game, tourism-based organizations that do more to encourage the participation and commitment of their customers and stakeholders will increase their chances of success. What can you co-create?

 

Article written as part of a partnership with Tourisme Montréal on cultural tourism


Catégories
Products and activities Transportation

Get off the beaten path with electric vehicles!

The use of electric modes of transportation in outdoor destinations essentially addresses four objectives closely tied to current tourism trends:

  1. Reduce greenhouse gas emissions: More and more, people want their travel experiences to include environmentally friendly activities.
  2. Improve accessibility for people with reduced mobility: According to Kéroul, the travel market for people with limited physical ability represents 15% of the Quebec population and will grow in the coming years, due to the aging population (see also: Examples of best practices for improving accessibility).
  3. Increase access to areas with no vehicular traffic or that require visitors to be in top shape: Tourists are demonstrating a growing interest in bicycle touring. However, the steep mountainous terrain of certain areas can be a barrier to soft adventure enthusiasts.
  4. Develop original, innovative, unique tourist products: To diversify their activities and stand out from the competition, some destinations are investing in models from the rapidly evolving electric vehicle industry. These innovative products can help generate word of mouth about the destination.

Here are several examples of how tourism businesses use these electric vehicles out in nature.

The electric bicycle

Already a fixture in some urban centres, the electric bicycle (e-bike) is increasingly popular in natural environments. Equipped with an electric battery and a small motor, it lets users select their desired level of assistance, according to their needs. While the primary advantage of this device is to reduce the physical effort of biking, it is also quiet, environmentally friendly, and an incentive to engage in outdoor activities.

In the Mont Blanc mountain range, four resorts have organized thematic routes for electric touring bikes that cover places of cultural interest or explore the region’s mountainous landscapes and villages. Along with the bike, renters receive a « road book » that offers an overview of the itineraries available. In addition, tourists can download the eRando application, which provides informative content about the primary areas of interest located along the way. If they wish, clients can also be accompanied by a guide.

Vélo Électrique de Randonnée dans le Val d'Arly

Source: Val d’Arly, Mont-Blanc, ©Val d’Arly Tourist Office

The all-terrain Segway!

The Segway X2 was designed and developed for off-road and forest trails. After taking a short training session, tourists at some destinations can take a forest tour aboard this unusual zero-emission vehicle. For example, Blue Mountain Resort in Ontario offers guided Segway tours along the top of the Niagara Escarpment. Other North American destinations offer similar tours, like Camelbeach Waterpark in Pennsylvania and Snowshoe Mountain, a resort in West Virginia.

les_vehicules_electriques_hors_des_sentiers_battus_image_2

Source: Snowshoe Mountain, West Virginia, ©Philip Duncan

As part of its environmental management program, Sépaq is increasingly turning to electric vehicles in its parks. For example, Station touristique Duchesnay, located in the Quebec City area, has purchased a dozen Segway XTs to offer its visitors guided nature hikes.

ATV, safari and heritage?

Located in Montebello, Camp Explora offers couples and families a « mystery safari » experience aboard an electric ATV. Equipped with an iPad, participants and their co-pilots roam through the woods in search of clues to solve riddles and uncover the secrets of the lost club of Montebello. This green activity is quiet, enabling participants to observe the area’s flora and fauna; at the same time, it encourages visitors to explore local heritage sites. Available summer and winter, this innovative experience offers access to areas that are difficult to reach using other modes of transportation.

les_vehicules_electriques_hors_des_sentiers_battus_image_3.jpg

Source: Camp Explora

Adapted vehicles for people with reduced mobility

Developed primarily for people with reduced mobility, electric 4×4 ATVs can be used to safely and ecologically roam through forests. The French company Mobile Dream, which manufactures this vehicle, designed an adjustable seat that adapts to different body types; the vehicle also includes side supports that enable people with reduced mobility to transfer easily from their wheelchair.

The nature centre run by AF Organization in France has many electric 4x4s for rent. One model is even equipped with tetra grips, which are specifically designed for individuals with more physical limitations. The centre offers guided tours for children, families, the elderly and people with reduced mobility. Itineraries have been created especially for thrill-seekers, nature and heritage lovers, and those wishing to see the sunrise.

Network Carradale, a Scottish tourist centre, rents out electric off-road scooters to enable the elderly and people with reduced mobility to access its forest trails and accompany their families on long hikes.

While destinations look for new ways to make these electric vehicles part of their tourism products, manufacturers continue to innovate. What electric vehicles will we encounter next on the forest trails of Quebec?

Catégories
Around the world Products and activities

Urban creativity in the spotlight!

Over half of the world’s population lives in urban areas. By the year 2050, this percentage is expected to climb to 70%, while in North America alone, it will reach 90%! City-dwellers are already exposed to a dizzying array of options when it comes to recreational activities, entertainment, socializing and experiences of all kinds. Harbour swimming, rooftop hiking tours and camping in a chic hotel are just a few eloquent examples of urban creativity. Often urbanites themselves, tourists want to experience the city as residents do, visiting their haunts and discovering their well-kept secrets. The following article provides a quick overview of initiatives outside Quebec that help define a city’s personality and make it more dynamic for residents and tourists alike.

Harbour swimming

Since 2002, following major investments to clean up the water, it has been possible to swim in Copenhagen Harbour, the former site of significant industrial activity. An area of the city’s waterfront has been completely transformed and its new uses now include swimming and boating. Wooden boardwalks outline the swimming areas and a boat-shaped structure is used as a diving platform. The facilities are very popular during the summer months.

 

Source: R&R Associates

Breathtaking experiences

Have you ever wanted to climb up a rollercoaster…on foot? A sculpture built in the city of Duisberg, Germany, lets visitors do just that. Eleven metres high, this walkway offers visitors a unique view of the surrounding area. Located on a knoll atop an old zinc production site, the work of art is composed of steel and zinc.

Source: Inhabitat

For the past several years, visitors have been able to explore the city of Stockholm from the rooftops. Participants in this very special guided tour must don a harness and pull a safety cable along with them as they stroll above the city and take in the fabulous views while listening to commentary from a guide. Talk about a unique memorable experience!

Source: Visit Stockholm

Also in Stockholm, sightseers can ride two spherical glass gondolas to the top of the Ericsson Globe, the city’s major indoor sports and entertainment facility. In operation since 2010, SkyView offers an incredible birds-eye view of the city, a little like the funicular on the Olympic Stadium Tower in Montreal.

Source: Visit Stockholm

Urban camping

In the heart of Brooklyn, New York, the site of an old airport is set to become the largest urban campground in the United States. The National Park Service is planning to create approximately 600 campsites, making this location the ultimate in urban camping.

To satisfy the desire for outdoor urban experiences and, more importantly, offer something out of the ordinary, some hotels are inviting their guests to sleep in a tent. At Affinia Gardens in Manhattan, people staying in suites can sleep in a tent on their terrace and enjoy a s’mores-making kit (marshmallows, chocolate and graham crackers). Many visitors think that camping out in the heart of downtown New York City seems like fun.

 

Source: USA Today Travel

A different way to discover art and history

The Arenc Grain Silo in the French port of Marseille, listed as a 20th-century heritage building, has been turned into a concert hall. While retaining the building’s original façade of half-cylinders, the renovation opened them up with large windows. The ultra-modern theatre can seat 2,000 spectators. Built in 1926, the colossal structure was saved from demolition in 1996 and protected by a heritage rating. Nicknamed the “Olympia sur mer” in reference to Paris’ famous music hall, the theatre opened in September 2011.

 

Source: Ministère de la Culture et de la Communication et TreeHugger

In downtown Rouen, France, a fake radar device signals pedestrians to slow down so they can appreciate the city’s urban heritage. Entitled “zone 3,” this amusing project was developed by an artist as part of the contemporary art festival, “Rouen impressionnée.” When people walk faster than 3 km/hour, the “radar” flashes to indicate that they are moving too quickly. The humorous installation is accompanied by an explanatory sign.

 

© AFP   Source: Cyberpresse

The idea of surprising people in their daily travels has also been taken up by another art festival. As part of Chicago’s Art on Track festival, artists invade the subway with their creations. One Saturday, a train car wound its way through the city disguised as a mobile garden, with its floor and seats covered with a thick layer of grass that invited passengers to take a seat.

Source: Inhabitat

Calling all creative cities!

The cities of Quebec are also engaged in urban creativity. Competition among destinations is fierce and the world is becoming increasingly urbanized. To make our cities stimulating places to live and attractive destinations to visit, we must encourage artists, designers, architects and other creative thinkers to contribute to their growth and development (See: La créativite au service du développement urbain compte rendu de conférence).

 

 

Sources

– Agence France-Presse. «Un radar pour inviter les piétons à ralentir…», cyberpresse.ca, november 15, 2011.

– Glow, Justin. «Floating Swimming Pool Spotted in Germany», www.gadling.com, july 17, 2007.

– Guyennon, Patrick. «Marseille: un ancien silo à grains transformé en salle de spectacle», Urbanews.fr, september 22, 2011.

– Gwiazdzinski, Luc. «Ephemeral, Festive and Event-orientedCities», présenté à l’occasion de la table ronde intitulée New Times, New UrbanTourism Destinations du séminaire Urbantourism, heritage and urbanquality in Europe à Rennes, march 2009.

– Hattam, Jennifer. «Huge New Urban Campground Planned for Brooklyn», www.treehugger.com, june 15, 2011.

– Jones, Charisse. «Hotels offer visitors a chance to snooze under the moonlight», USA TODAY, agust 1st, 2011.

– Morgan, Helen. «Germany’s Roller Coaster Walkway Thrills Visitors with Views to The Surrounding Landscape», inhabitat.com,  november 20, 2011.

– Trendwatching.com. «CityLights», Trend Report 2012, november, 2011.

– Zimmer, Lori. «Chicago Subway Train Transformed Into Lush Mobile Garden on Wheels!», inhabitat.com, september 19, 2011.

Websites

Badeschiff

Skyview

Stockhlom Roof Top Hiking

World Urbanisation Prospects:

 

 

Catégories
Products and activities

What’s new and different in spas

A successful innovation combines something new and different with something that consumers need. All spas try to offer a memorable experience and, even more importantly, tangible results in terms of client health and well-being. In their push to innovate, spas are trying to differentiate themselves with luxurious decors, unique or green architecture, exclusive treatments and local natural resources.

A bold design, (literally) anchored in the community

Installed in a former ferryboat, Bota Bota is moored at the Quays of the Old Port of Montréal; this floating spa offers a unique experience of well-being in an environment that is both urban and maritime. Sid Lee Architecture won a Design gold at the Cannes Lions International Festival of Creativity for this new attraction in Old Montreal.

Source: Bota Bota

The Stonewater Cove luxury resort in the heart of Mark Twain National Forest welcomes clients to its Treehouse Spa. The individual elevated treatment rooms feature nearly a full window wall and offer relaxation and massage in harmony with nature.

Source: Discover Spas

Increasingly health-oriented

Many spas have moved more towards health and wellness, and the trend is likely to continue. According to Amy McDonald , a spa development consultant, a growing number of clients are seeking healthy lifestyles and looking for something more spiritually oriented.

Among the establishments offering more advanced health care is Sanctuary Spa in Arizona, which recently gave all of its therapists special training so they could provide therapeutic massages to cancer patients. In addition, the London Syon Park spa in the Waldorf Astoria has joined forces with a plastic surgeon to develop advanced non-surgical rejuvenating treatments.

Though such products do not usually appeal to the majority of spa clients, they do help the establishment stand out from its competitors, which can be very profitable.

Pioneers in environmental practices

If an establishment is going to be a true oasis of well-being, to be credible, it must adopt environmentally-friendly practices. Many spas follow this guideline and some stand out with their innovations. Located in a UNESCO reserve in Malaysia, The Andaman resort only uses 100% certified organic products and treatments in its spa. The primary challenge of using green treatments is their effectiveness; it is therefore important to take the time to test them properly.

Architecture can also be a part of how a spa innovates when it comes to the environment. For example, the Spa Mont Saint-Hilaire in Montérégie uses a geothermal heating and cooling system. A spa’s outdoor heated pools consume a great deal of energy, particularly during the winter. Green and renewable, geothermal power enables the Spa Mont Saint-Hilaire to meet nearly all of its energy needs: heat and cool a 7,500 sq. ft. building, melt the snow on its paths and maintain the temperature of its pools. Although this technology requires considerable start-up costs, it then provides substantial savings on energy costs.

On par with a tourist destination

Located in a UNESCO biosphere reserve, the Spreewald Therme (Spree Forest Thermal Bath) in Germany is a health resort that uses mineral water from more than 1,300 metres below the ground, composed of salts and minerals similar to those found in the Dead Sea. Since the discovery of this hot spring, the destination has quickly attracted more visitors who go to the new spas, hotels and resorts that have sprung up to offer body treatments. A theme-based itinerary called the kurortroute (spa route, in English) and a bike path wind through the community. A top attraction for the region, the Spreewald Therme is a certified spa destination with a modern complex of nine pools fed by spring water. With temperatures that vary between 18°C and 38°C, these pools cover 772 m2.

Source: The New York Times

China, which is a booming tourist destination, is developing a hot spring resort, the Liaoning Wulong International Hot Spring Town. The overall cost of the project is estimated at US$1.5 billion . The developers hope it will become another international hot spring destination like Evian in France.

Historic charm and ancient traditions

The city of Bath in the United Kingdom has been associated with hydrotherapy since the Roman Empire and was also very popular during the Georgian era. The English Heritage organization recently confirmed a grant that will help create one of the country’s first genuine spa hotels in over 100 years in the city of Buxton . This development will enable the city to restore a gem of architectural and cultural heritage. Also in the UK, a luxury spa has opened in Ellenborough Park, a 16th-century estate in the Cotswolds region.

Spas inspired by ancient cultures are very popular. The last decade has seen a proliferation of Asian-influenced establishments in the Zen style. Now spas are inspired by Native American traditions, offering rituals based on ancient remedies and treatments tied to the earth. In the Marriott hotels of Dubai and Qatar, Saray spas offer a journey through the history and culture of the Middle East. In Quebec, the Auberge du Lac-Taureau offers a Native American spa package.

Alternative treatments and high luxury

A spa in Madrid, CosquilleArte, has developed the art of tickling. Rather than titillating guests or making them laugh, this gentle treatment engages the body and the mind.

Aromatherapy is also an innovative trend. The NoMi Spa at the Park Hyatt Chicago offers a complete sensory experience, during which specialists create a personalized mixture of essential oils that are integrated into every step of the treatment.

As for the height of luxury, the new Six Senses Spa at Hotel Missoni Kuwait offers a variety of treatments and activities in a sumptuous décor.

Source: Luxe Magazine

The spa industry has long defined itself as part of a healthy lifestyle rather than a frivolous indulgence, and now it is focussing on authenticity, prevention and design.

Sources:

– Bagel Storck, Ann. “Next-Generation Spas,” Hotels, June 2011.

– Bradley, Kimberly. “Hot Water Below Brings Pleasures Above in Germany,” The New York Times, August 26, 2010.

– Discover Spas. “New Spa Treehouses to Premier at Stonewater Cove Resort on the Shores of Beautiful Table Rock Lake Memorial Day Weekend,” February 3, 2011.

– Gayot.com. “The Current Spa & Salon – Native American Rituals in Washington State”, June 2010.

– Gayot.com. “CosquilleArte, the World’s First Tickle Spa, Debuts in Madrid”, July 2011.

– HMM Editorial Staff. “Top Ten luxury spa openings in 2011”, Hospitality World Network, August 10, 2011.

– Lafrance, Annie. “Des spas urbains dépaysants à Montréal,” Le Soleil, July 28, 2011.

– Luxe-Magazine.com. “Six Senses Spa opens at Hotel Missoni Kuwait”, May 2011.

– Perreault-Labelle, Anick. “La géothermie est aussi rentable pour les petits projets,” Les Affaires, April 23, 2011.

– Spa Opportunities. “English Heritage grant for Buxton spa hotel”, July 8, 2011.

– Spa Opportunities. “Spa opens at historic estate”, June 15, 2011.

– Tendance Hôtellerie, “Projet de plus d’un milliard d’euros en Chine pour concurrencer les plus grandes références du thermalisme”, August 17, 2011.

– Turenne, M. “Sid Lee : La créativité absolue fait recette,” Les Affaires, July 9, 2011.

 

 

Catégories
Accommodation Around the world

Luxury hotels now include… camping?

More and more travellers are turning to nature tourism, e.g. trips to unique sites, package tours and outdoor activities. However, these same consumers also want to enjoy comfort, safety and relaxation. Although these needs may seem incompatible, some hotels have successfully combined them by offering camping as part of their latest deluxe products!

A desire for nature and a simpler time

According to French sociologist Jean-Didier Urbain, the desire for nature is one of the primary « needs » generated by city life; the yearning for a natural environment is a reaction to an everyday life of streets and pavement. Furthermore, this phenomenon is likely to increase: it is estimated that by the year 2015, over half the world’s population will be living in cities, especially in the West. For tourism professionals, this nascent trend offers incredible potential.

For his part, sociologist Michel Maffesoli highlights the emergence of a « post-modern paradox »: the prevailing search for luxury, combined with a desire to return to the past. In other words, a desire to get back to the basics. Therefore, those who develop products cleverly combining luxury and nature seem destined for success.

Nature tourism

Defined by the World Tourism Organization (UNWTO) as a « form of tourism in which the main motivation of the tourist is the observation and appreciation of nature », nature tourism responds to the desire for nature by organizing access to exceptional natural environments. To complete the nature tourism experience, the tourism industry has had to develop accommodation solutions that provide a level of comfort to meet customer needs without « de-naturing » the natural environment of the host location. The creation of ecolodges is part of this trend.

Luxury meets nature

Having picked up on this trend – and not wanting to miss out on this market segment – the luxury hotel trade has drawn its inspiration from the tent, a type of lodging traditionally associated with the great outdoors. To attract urban travellers, luxury establishments are designing innovative accommodations that recreate the spirit of adventure so often associated with camping.

First Four Seasons camping site

To help travellers slake their thirst for direct contact with nature, the latest resort from the prestigious Four Seasons hotel chain offers 15 tent accommodations in the Golden Triangle of Northern Thailand. Each spacious tent features a unique décor, zippered doors and windows, a large bed, recycled teak floor, oversized copper bathtub, outdoor shower, high-speed internet access, a safe, and more. A « first » for the hotel group, this pilot project will be used as a benchmark for developing new camps in the future.

Interest on every continent

In 2005, the luxury Resort at Paws Up in Montana added « Tent City » to its product line, offering the American plan (all meals) for US$595 per night. Each tent includes a comfortable bed (fine linen and feather duvet) and artwork on the walls, while the nearby spa provides outdoor massages on the banks of the Blackfoot River, with essential oils from the surrounding region. The concept has been so successful that 6 tents and a new spa will be added in 2006.

In Australia, the Voyages Hotels and Resorts group, which manages 23 luxury resorts, opened Longitude 131°, a 5-star wilderness camp, on July 1, 2004. Located in the heart of a national park, this site -affiliated with the Small Luxury Hotels of the

World group, offers 15 elegant tents mounted on pilings, equipped with air conditioning and satellite television.

Not surprisingly, similar camps can also be found in Dubai (where the Al Maha Desert Resort is located in a 225 square km desert wildlife preserve) and in the Tunisian Sahara, a national park in Namibia as well as some natural sites in Bolivia.

The myth of the adventurer

Amused by the behaviour of city-dwellers wanting to re-experience the past while incorporating the comforts of the city, Jean-Didier Urbain notes that large tourism-based businesses are justified in using the terms « camp » and « camping », because they are referring to the consumer fantasy of being an adventurer. That being said, hoteliers nonetheless seem to have successfully created a promising new market niche by cleverly combining the desire for nature with a taste for luxury.

Sources:
– Hamam, Nadia. « Palais de toile sous les étoiles, » Madame Figaro [www.madamefigaro.fr], February 14, 2006.
– Maffesoli, Michel. ?Un désir de retour à l’archaïque,? Madame Figaro [www.madamefigaro.fr], February 14, 2006.