Quo Vadis Hotellerie

In Österreich hat vor wenigen Wochen das erste Ritz Carlton eröffnet. Großer Bahnhof in Wien. Allerhand Prominenz. Die Medien berichten darüber, die Zeitungen schreiben über Details und Stars. Im Zuge dieser Berichterstattung sind allerdings auch bedenkliche News zu erfahren. In diesem noblen Wiener Stadthotel gibt es eine exklusive Bar mit einem entsprechenden Ambiente und einem hochwertigen Angebot. Sie dürfen sich aber leider nicht einfach irgendwo hinsetzen. Da gibt es zum Beispiel einen Bereich an dem eine Mindestkonsumation von 400 Euro vorgeschrieben ist. Ja, Sie haben richtig gelesen: Wenn Sie dort Platz nehmen, dürfen Sie nicht selbst entscheiden, wie viel Sie an diesem Abend ausgeben wollen. Nein, man legt einen Mindestumsatz für Sie fest. Wenn Sie darunter liegen wird einfach aufgebucht. Wenn Sie darüber sind, dann wird das wohlwollend registriert.

Als ich das gelesen habe, dachte ich nur eines: nämlich Pfui Teufel! Da frage ich mich doch ernsthaft in welche Richtung sich die Hotellerie bewegt. Im konkreten Fall scheinen nicht die Bequemlichkeit und die positiven Emotionen des Gastes im Mittelpunkt zu stehen, sondern lediglich sein Geld. Hier werden Gäste in Wahrheit als wandelnde Euroscheine, als Umsatzbringer behandelt. „Machst du guten Umsatz, dann darfst du bei uns sein. Wenn nicht, dann verschwinde lieber.“ Wenn das die Zukunft der Luxushotellerie ist, dann sehe ich schwarz für diese Branche.

Letztes Wochenende war ich in einem Luxushotel in Berchtesgaden und habe dort Ähnliches erlebt. Beim Abendessen waren Weine bestellt und die Mitarbeiter haben mehrmals – obwohl sie von einigen Gästen eindeutig gebeten wurden dies zu unterlassen – einfach weiter nachgeschenkt. Nach dem Motto: Je mehr wir einschenken, desto höher die Wahrscheinlichkeit, dass weitere Flaschen bestellt werden.

Der Internetzugang in Hotels ist dazu ja ein eigenes Thema. Während die wirklich guten Häuser in der österreichischen Ferienhotellerie längst dazu über gegangen sind, das Internet als Serviceleistung des Hauses unkompliziert und gratis anzubieten, wurden mir für vier Stunden Internetzugang 20 Euro verrechnet. Dafür surfe ich Zuhause bequem und ohne Einschränkung ein ganzes Monat. Besonders störend war, dass die Internetverbindung immer noch 30 Minuten weiter bestehend blieb, obwohl ich längst mein iPad deaktiviert hatte. In Wahrheit habe ich etwa 60 Minuten tatsächlich im Netz verbracht. Das komplizierte Anmeldeprozedere bei jedem neuerlichen Einstieg war zusätzlich nervtötend. Damit Sie mich nicht für einen Geizhals halten: Es geht mir weniger um die 20 Euro, als um den Gedanken dahinter. Für das Zimmer habe ich als Einzelreisender 220 Euro pro Nacht inklusive Frühstück bezahlt. Für zwei Nächte also 440 Euro. Zuzüglich zwei Abendessen von etwa 120 Euro. Dann noch das Internet gesondert zu verrechnen, stößt mir doch etwas unangenehm auf.

Eine kurze Umfrage unter den befreundeten Gästen ergab ganz klar, dass das Internet mittlerweile sogar das Buchungsverhalten beeinflusst. „Wo ich bequem und gratis ins Netz kann, da gehe ich wieder hin.“ Im besagten Hotel gab es übrigens auch keinen Gratiszugang in der Halle oder in der Bibliothek, …

Ich gebe zu, ich habe generell ein eher differenziertes Verhältnis zur amerikanischen Kettenhotellerie oder generell zur Stadthotellerie. Ich halte es lieber mit der Ferienhotellerie. Dort weiß man, worum es wirklich geht: Den Gästen eine gute Zeit zu bescheren und ihnen Freude zu machen. Das habe ich gerne.

Eigentlich schade, dass die großen Hotelketten manchmal als Vorbild gelten. Es gibt tatsächlich schon kleine Privathotels, die mit Revenue Management* arbeiten. Wer ein aufrichtiges Interesse am Wohlergehen des Gastes spürbar macht (Achtung: nicht vorgespielt, sondern tatsächlich gelebt), wird sich um eine gute Auslastung und blühende Geschäfte keine Sorgen machen müssen. Solche Werkzeuge wurden vermutlich nur für jene entwickelt, die lediglich am Umsatz und nicht am Menschen interessiert sind.

Wollen wir das in Österreich, in Deutschland, in der Schweiz?

 

*Damit können Sie ermitteln, welche Anfragen sie annehmen und welche Sie ablehnen müssen, um somit Ihren Umsatz zu steigern. Die Nachfrage wird gelenkt, indem man die Preise bei hoher Nachfrage erhöht und bei niedriger Nachfrage dementsprechend senkt oder eine Preisbarriere setzt. (Quelle: http://www.interalp-touristik.com/de/revenue-management.html)

25 Gedanken zu „Quo Vadis Hotellerie

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