With 400 hotels throughout Asia Pacific, the Accor group is one of the fastest growing hotel chains in the region. Heading such a rapidly growing group is not an easy task, but Michael Issenberg is taking it all in his stride.

He is coping with whatever problems that may arise philosophically, from personal matters affecting the life of the group’s 50,000 employees to disasters, such as the recent earthquake that hit Christchurch in New Zealand where Accor has hotels.

On how he personally reacts to changes, the Accor chief said, “I love change, it’s part of my life,” adding that part of his responsibility is to manage change.

In response to Siew Hoon’s observation – “Young people are the strawberry generation, good to look at but easily bruised” – Issenberg said that as young people grow, they will learn to be more resilient and adapt to changes. Some people however deal with change better than others, it’s in their DNA. 

He said the concept of loyalty had also changed and that he’d be suspicious actually of young people who stayed in one company for too long, like 15 years. The people who leave often return more committed, and better skilled, he said. “Returnees are more committed in developing their skills and they would often have fresh ideas.”

Issenberg has “given up predicting the future as there are too many changes”.

However, he does look ahead in China where Accor plans to build its brands and skill centres to train Chinese staff. 

Issenberg has visited China every month for the past eight years and has witnessed the extraordinary changes taking place in the country. On his trips, he visits the retail shops to see what the people are buying and how they are spending their money. He sees travel from China growing by 13 to15 percent in a short space of time.

To meet these changes and to cater to the growing outbound market from China, Accor will need to build on its brand within China so that people recognise it when they travel outside the country.

“We have learnt through the years in dealing with group travel from China that the Chinese want the right Chinese food, require Chinese-speaking staff and Chinese television.” Accor hotels outside China would be equipped these facilities to meet the demand, he said.

Pictured left: Yeoh Siew Hoon, WIT Conference’s producer

And what would be a game changer for the hotel industry?

A transporter like the one featured in “Star Trek”, replied Issenberg.

“If you could travel from Asia to Paris in two hours, have a meeting and then fly back in two hours, you wouldn’t need a hotel for the night. That would be a game changer,” adding that such a machine could put him out of business.

On the rising trend by travellers using smart phones to make bookings and other travel services, Issenberg said it was “great” as it could enhance service delivery in areas like reservations, check-in and paying bills.

“However skills are still needed to clean guests rooms, serve a hot breakfast, and present a correct bill.” However he does see mobile as a way forward in doing business in the future.

He is not in favour of free Wi-Fi for guests in hotels in response to the ongoing debate that hotels should provide such a service. You don’t get free Internet at home so why should you in hotels, he said. This is despite that certain of Accor hotels, such as Ibis on Bencoolen in Singapore, provides free Wi-Fi throughout the hotel.

And to get a peek into the “personal” Issenberg, Siew Hoon posed these questions to him:

• The person you’d most like to sit next to on a plane?

A: My wife, I travel all the time and this will allow me to spend time with her.

• A famous personality – dead or alive – you most like to travel with?

A: John F. Kennedy or Bobby Kennedy. I want to talk to him about the Vietnam War, because a lot of problems arose because of the war and I’d like to know if there was an exit strategy.

• The one place you’d return to, again and again?

A: Home

• What do you love about yourself? 

A: Passion

• Dislike?

A: Conflict-avoider

• One word to describe travel in Asia?

A: Unlimited

Featured image credit (Past and Future): Ockra/iStock