Jan 2011 – Mar 2011 MICA (P) 050/02/2011

EDITORIAL TEAM Chief Editor : Ms Margaret Heng • Writers : Ms Li Shaoting & Ms Tai Junni Published by : Hotel Association Designed and printed by : Colorcom Graphics Pte Ltd SSHAHA UUPDATEPDATE SHA Update is the offi cial publication of the Singapore Hotel Association and copies of SHA Update are not for sale. No part of this publication may be reproduced in any form or by any means without the written permission of the publisher. The views and opinions 17 Cantonment Road, Singapore 089740 Email : [email protected] Website : www.sha.org.sg expressed are those of the authors and do not necessarily refl ect those of the publisher.

SHA Mystery Shopper Survey

Service Quality Goes Up he SHA Mystery Shopper Survey was initiated in The fi ndings from the study showed that the service quality of the second half of 2009 to measure and raise the Singapore’s Hotel Industry had improved from 6.80 in Round 1 to 6.98 service level of hotels in Singapore, as well as to in Round 2 within a period of 6 months from March to August 2010. benchmark Singapore hotels against the service T At a glance: level of hotels in Hong Kong. Round 1 of the survey was conducted over the period of July to November 2009. Average Average Results of Round 1 survey were shared with participating ∆ in Score Score % ∆ hotels members thereafter. Each hotel was given 6 score (Round 1) (Round 2) months to address the gaps identifi ed in Round 1 of the survey. Budget 6.11 6.26 + 0.15 + 2.5 Standard 6.42 6.73 + 0.31 + 4.8 The second round of the survey was conducted between September to November 2010 by Tiptop Consultants Superior 7.25 7.27 + 0.02 + 0.3 (Pte) Ltd. A total of 91 SHA hotel members from the 4 Deluxe 7.41 7.66 + 0.25 + 3.4 categories (budget, standard, superior and deluxe) were covered in the audit. Industry Average 6.80 6.98 + 0.18 + 2.6

The key highlights of the survey fi ndings for Round 2 are Generally, all four hotel categories (budget, standard, superior and summarised below. deluxe) improved in their service delivery. Of the four hotel categories, Standard hotels showed the most signifi cant improvement in average scores in their Round 2 performance. Both Superior and Deluxe hotels demonstrated average scores which were above the overall industry average.

In addition, more than 60% of the hotels audited showed improvement in their scores when compared to the fi rst round. For the hotels which showed improvements in service delivery, the average improvement in scores was approximately 10%, with the greatest improvement recorded (by one hotel) at 45%.

SHA NEWS SHATEC INSTITUTES NEWS HOTEL CIRCUIT TOURIST TRACKS

• SHA Mystery Shopper 1 • WorldSkills Competition 8 • Earth Hour Initiatives at 11 • Tourism Performance 14 Survey 2011 Royal Plaza on Scotts for February 2011 • Your Say Social Media & 2 • Chefs on Parade 2011 • Sunday for Sendai • Performance by Hotel Charity Dinner Tier (Feb 2011) its Impact on Hotels • Western Australia 9 • SHA Welcomes New 3 Oceanfest • Furama RiverFront weeps 12 • A Record Tourism Performance for 2010 Members • Shatec Institutes Open Top Honours at SNRSC • SHA Welcomes New 4 House 2011 • Calendar of 15 General Managers • Articulation Agreement • Singapore Hotels Top Conventions & • General Managers’ 5 Signing Ceremony People’s Choices Exhibitions Networking Session (Apr – Jun 2011) • Course Calendar 10 • Concorde Hotel Unveils 13 • Outstanding Outlet Award Apr-Jun 2011 its New Look for Hotel Reservations • The launch of ‘The • Career 2011 Fullerton Heritage: Where Past meets the Present’ • HotelPartTimeJob.com.sg 6 – A Step Forward! • 29th Inter-Hotel Soccer 7 League Kicks-off! • Upcoming Activities and Projects 2 SHA NEWS

Your Say Social Media & its Impact on Hotels

study by PR fi rm Burson-Marstellar which covered the 100 largest companies in the Fortune Global 100 list found that 79% of these companies are using at least one of the social media forms (Twitter, Facebook, YouTube or corporate blogs) AFor this issue, SHA Update checks out what some General Managers think about social media and its impact on the way hotels conduct its business.

“Social Media – a defi nite boon” “A Powerful and Compelling Storytelling Tool” Social Media is defi nitely a boon for us in this current environment. I believe social media has immersed itself seamlessly within It is something which we cannot ignore as the viral effect is Swissotel The Stamford’s service culture. phenomenally powerful and rapid. We embrace and leverage on such new-age communication It is a powerful and compelling storytelling tool which our channels for various reasons like announcing a Room Offer, F&B hotel utilises to share our guests’ stories with the rest of the Promotion, Wedding Show Update, Charity Event and sometimes world. And from Vertical Marathon, Chefs With Altitude and DJ even a platform to run a contest. It has proven effective in terms Parties at New Asia, we leverage social media such as Facebook, of reaching out to the right target audience at the shortest time to not only spread awareness on these signature events, but also required unlike the traditional media. to elevate the essence of the phrase “engaging the audience” to a whole new “real time” level. However, it is important and necessary to keep a constant engagement and interaction For an international hotel brand such as with your fans and followers for Facebook and Swissotel Hotels & Resorts, social media gives Twitter respectively. us immense opportunities to reiterate our brand Mr Kevin Bossino promise and our passion for perfection, and to General Manager Grand Mercure Roxy Hotel turn new ‘followers’ into fully engaged brand advocates. Mr Aiden McAuley General Manager, Swissotel The Stamford, Singapore & Regional Vice “Reinventing Customer Interactions” President, Asia Pacifi c, Swissotel Hotels & Resorts Social media has reinvented the way that companies interact with customers, by directly listening to and engaging them. However, this doesn’t mean that traditional offl ine “A Pleothora of Possibilities” marketing activities will become irrelevant. We see social media as an additional platform to Social media, and the shift of infl uence to leverage on getting the word out. Typically the customers, makes it even more critical than hotel like many other industries relied heavily on ever for companies to get the basics right and traditional marketing gimmick to get its brands to consistently deliver on their brand promise. and properties across to the masses, and for us boutique hotels, word-of-mouth plays a huge This especially holds true for the hotel industry. With social media, part in this process. these customer experiences, whether positive or negative, are amplifi ed in the form of conversations that take place across a We feel that social media gives the industry a much needed boost host of online platforms. When you consider that the single most as a platform. It opened a plethora of possibilities for hotels to powerful infl uence in a decision-making journey is often someone market itself in a more interactive, engaging manner and at the else’s advocacy, the mileage of a single reviewer’s comments same time, closing the gap between consumers and the products becomes too important to ignore. at hand. Now with virtual platforms such as TripAdvisor, Facebook and Twitter to name a few, total strangers all over the world have One of the biggest misnomers of social media marketing is that it been given free rein to communicate with one another and share is easy, quick and cheap. In fact, it requires a lot of work in making their experience at the click of a mouse. the content relevant, valuable and accessible to an audience. Done effectively, social media marketing can have a sustaining We have a timeline in place to roll out different campaigns on the and compounding effect as it gives hoteliers the chance to various social media sites, and the main idea is for our hotels is infl uence a potential guest throughout the different stages in their to get our brand and product across to the masses - to create decision-making journey.give their best. awareness and generate interest. Mr John Sartain Ms Charmaine Wee General Manager General Manager Mandarin Orchard Singapore Wanderlust, New Majestic Hotel & Hotel 1929 SHA NEWS 3 SHA Welcomes New Members Ordinary Members

Hotel Grand Chancellor

he Hotel Grand Chancellor, the second hotel owned and managed by Hotel Grand Central Limited in Singapore, is situated on historical TBelilios Road (off Serangoon Road). It is conveniently located near the major shopping centres along Serangoon Road which includes Mustafa Centre and City Square Mall. The hotel comprises 328 rooms including 10 premium balconies on the top fl oor with a spectacular view of the Marina Bay area. Featuring a modern décor Coffee House which offers both local and international cuisine, the hotel also caters authentic Vegetarian North Indian cuisine for the spice lovers. With the entire building wired with high speed broadband, guests can relax and surf the internet by the poolside on the 8th fl oor.

Ibis Singapore Novena

bis Singapore Novena, the newest 3* International brand hotel will be soft opening in April 2011.

It is ideally located less than 1 km from Novena MRT Istation, shopping mall, medical centres and hospitals in Novena.

The hotel provides a value for money proposition, with an in-house restaurant and bar, FREE Wi-Fi, car parking and in-house gym. Ibis Singapore Novena provides warm hospitality with its friendly staff, modern decor and a comfortable good night sleep.

Associate Members

nternational Executive Education Center (IEEC) is a International purpose driven, Singapore registered, Private Education Executive Institution. IEEC is dedicated to executive level, American Istyle training and management practices for mid to senior Education Center level managers. 4 SHA NEWS SHA Welcomes New General Managers On behalf of the hotel industry, the Singapore Hotel Association welcomes the following new General Managers:

Ms Shamila Rolfe Mr Ananda Arawwawela General Manager, Ibis Singapore Novena Managing Director, The St. Regis Singapore Ms Shamila Rolfe is the General Manager of the new Ibis Mr Ananda Arawwawela is the Managing Director at The St. Singapore Novena. Regis Singapore and Starwood Area Managing Director for Singapore. A hospitality industry veteran with over 25 years of experience, Ms Rolfe began her hotel career in 1986 in Canada where she built A veteran hotelier of 32 years, Mr Arawwawela started his up in-depth expertise working with different hospitality career in Finance as a brands and different star rated hotels. She Trainee F&B Controller at the Dubai fi rst joined The Accor Group when she Sheraton in the UAE. moved to New Zealand in 1999. Prior to joining The St. Regis During her 11 years with the group, Singapore, Mr Arawwawela spent Ms. Rolfe has worked in different hotel 22 years as the General Manager of brands such as ibis, Novotel, Mercure the Sheraton Hong Kong and Area and All Seasons in New Zealand. Managing Director for Hong Kong and Macau.

Mr Frederic Jenni Ms Tash Tobias General Manager, Pan Pacifi c Orchard General Manager, InterContinental Singapore Mr Frederic Jenni has been promoted Ms Tash Tobias has been to General Manager of Pan Pacifi c appointed the General Manager of Orchard. He was formerly the Hotel InterContinental Singapore. She Manager of Pan Pacifi c Singapore brings with her close to 15 years of before assuming his new position in experience in the hospitality industry, January 2011. of which 9 years has been with the InterContinental Hotels Group (IHG), Prior to joining Pan Pacifi c Hotels working in Australia and Vietnam. Group in 2008, Mr Jenni was with Hotel Le Germain, Toronto as the General Manager, Fairmont Tremblant, Quebec as In her most recent role as Hotel Manager of InterContinental the Director of Operations and Fairmont ChateauLaurier, Asiana Saigon, Ms Tobias oversaw the development of the Ottawa as the Director of Food & Beverage. luxury hotel and residences, leading it through to a successful opening.

Mr Harry Leong General Manager, Quality Hotel Singapore Mr Harry Leong was appointed General Manager and Owner Representative of the Quality Hotel Singapore in January 2011.

Mr Leong brings with him some 40 years of hospitality experience, working with international hotel chains like Hyatt, Shangri-La, Sheraton, Ramada, Vista International Hotels and Berjaya Hotels & Resorts.

Profi les of new General Managers received after press time will be featured in the next issue. SHA NEWS 5 General Managers’ Networking Session

he fi rst Industry Update and Networking Session for General Managers for 2011 was held on 22 February 2011 at Holiday TInn Atrium Singapore. The session started off with an update session on SHA activities and discussion on issues relating to the hotel industry. This was followed by the sharing of key fi ndings from the SHA Mystery Shoppers Survey by Ms Joolinda Putri from Tip Top Consultants.

In addition, speakers from e2i, SPRING Singapore and Next U also shared on issues relating to productivity as follows:

• Inclusive Growth Programme by Mr Tan Wee How, e2i • Customer-Centric Initiative (CCI) for Hospitality Sector by Mr Yip Chee Hung, SPRING Singapore • Transformation through Sustainable Change by Ms Ruth Smith, Next U, Learning Hub

Outstanding Outlet Award for Hotel Reservations

HA and Hotel Reservations (HR) are proud to announce that the HR counter at Terminal 3 of Changi Airport has been awarded the Changi Airport Group’s Outstanding SOutlet Award (F&B and Services) for the fourth quarter of 2010. The award is given to concession outlets in recognition of providing excellence service to passengers at Changi Airport.

This is the fi fth time that Hotel Reservations (S) Pte Ltd has received this esteemed award since 2008.

Hotel Reservations will continue to provide assistance to passengers in fi nding accommodation and leaving Singapore with a memorable ‘Changi Experience’.

Career 2011

HA, in partnership with Shatec Institutes to be for those who are passionate about working in the participated in the Career 2011 Exhibition which hospitality sector”. was held from 3 – 6 March 2011 at Suntec Singapore. A total of 642 vacancies from 34 hotels were compiled by S SHA into a job vacancies booklet for distribution at the The SHA / Shatec booth aimed to showcase “hotels as Career Fair. Approximately 1000 copies of the booklet were choice employers” and the “hotel industry as the place handed out to potential job seekers at the career fair. 6 SHA NEWS HotelPartTimeJob.com.sg – A Step Forward!

he SHA casual job portal at www.HotelPartTimeJob. com.sg is now ready to take in job orders! T In a nut-shell, this portal contains a registry of candidates who are open to taking up casual work, and would be matched to hotels which have posted casual job assignments through the system.

Outreach efforts began as early as Sep 2010, more than six A Step Forward months ago to build up awareness of this registry. The various The portal is now ready to accept registrations from hotel members meetings and briefi ngs to schools, adults and self-help groups of SHA. have helped to kick start the registration of candidates. More outreach programmes have been planned for the next few months Two briefi ng sessions have been scheduled for the membership. to drive awareness and to help increase the pool of causal labour The fi rst is targeted at the directors of Human Resource while the registrants on the portal. second is for Directors of Food and Beverage.

Learn More about HotelPartTimeJob.com.sg

Q1) What is HotelPartTimeJob.com.sg? Q2) What is the difference between HotelPartTimeJob. HotelPartTimeJob.com.sg is a portal administered com.sg and any other manpower agency portal? by the Singapore Hotel Association (SHA) for the 1. This portal is Singapore’s fi rst casual jobs website hotel industry. The portal focuses on matching casual managed by an industry association – the Singapore workers* to ad hoc and short term assignments Hotel Association (SHA). available in the hotel industry. One of the objectives 2. Only casual jobs from SHA hotel members are offered of the portal is to provide opportunities to those who through this portal. have the passion but are not able to take up full-time and permanent part-time positions due to current 3. HotelPartTimeJob.com.sg allows candidates to indicate commitments. the days and periods in which they are available for work. * Casual workers are defi ned as those hired to work on an as-and-when-required basis and are paid by 4. The portal only focuses on short-term and ad hoc job the hour. assignments, otherwise known as casual work. SHA NEWS 7 29th Inter-Hotel Soccer League Kicks-off!

he much anticipated annual soccer league is back again! Into its 29th year, the SHA Inter-Hotel Soccer League kicked off on 7 March 2011 at St. Wilfred Field Twith a total of 22 participating teams. The participating teams for this year are as follows:

1. Carlton Hotel Singapore 2. Capella Singapore 3. Conrad Centennial Singapore 4. 5. Holiday Inn Singapore Orchard City Centre 6. Mandarin Orchard Singapore 7. Mandarin Oriental, Singapore 8. Pte Ltd 9. Marina Mandarin Singapore 10. One°15 Marina Club 11. Orchard Hotel Singapore 12. Raffl es Hotel (1886) Ltd 13. RC Hotels (Pte) Ltd 14. Singapore 15. Shangri-La Hotel, Singapore 16. Shatec Institutes 17. Sheraton Towers Singapore Hotel 18. Singapore Marriott Hotel 19. Swissotel Merchant Court, Singapore 20. The Regent Singapore 21. The Sentosa Resort & Spa 22. The St. Regis Singapore Upcoming Activities and Projects

SHA 50th Anniversary Celebration Hotel Singapore Green SHA will be celebrating its 50th Anniversary with a gala dinner event on 9 June 2011 at Shangri- Award 2011 s t the nomination La Hotel Singapore. The Guest-of-Honour for ward are the event is Deputy Prime Minister, Mr Teo Chee SHA is pleased to informGreen tha Hotel A ngapore Hean. for the 2nd Si

now open. Do join us for an enjoyable evening of gourmet delight and quality entertainment. The list of winning hotels will be announced in . July 2011 Contact SHA at [email protected] or 6513 0233 to fi nd out more. 8 SHATEC INSTITUTES NEWS WorldSkills Competition 2011

hree Shatec Institutes students from the Diploma in Hospitality Management programme competed in the fi nals of the Restaurant Service Category at ITE College West, held Tbetween 20 to 26 January 2011. This is one of the categories of competition in Worldskills Singapore

During the competition, students showcased their skills to guests in areas such as lunch and dinner services, cocktail mixing and table- side preparation which included tossing the Caesar Salad, carving a whole chicken, de-boning a Dover Sole and fl ambéing Crepe Suzette. Despite the immense pressure, the students were able to put up an exceptional display of professionalism.

Our congratulations to Muhammad Tarmizi from DHM710B who was awarded a Silver Medal for his outstanding performance.

Organized by the Institute of Technical Education (ITE) with the support of fi ve Polytechnics, the WorldSkills Singapore is a nationwide skills Team from Shatec Institutes: From Left Denise Yang, Mohd Tarmizi, Tan Jo Ring. competition to recognize some of the nation’s fi nest talents.

Shatec Team keeps Singapore fl ag fl ying high – Chef on Parade, Philippines

Chefs on Parade 2011

team comprising 2 host mentors and 4 students from Shatec Institutes participated in the Chef on Parade 2011 held in February at Pasay City, APhilippines. Through this competition, students were exposed to global culinary skills and met up with international culinary experts.

The Shatec team competed in three categories – Cold Meat Buffet Platter, Market Basket Asian and Plated Dessert – and eventually clinched a Bronze in the Cold Meat Platter Freestyle category.

Cold Meat Buffet Platter by the Shatec Team. SHATEC INSTITUTES NEWS 9 Western Australia Oceanfest

he Western Australia Oceanfest took place from 20-22 March 2011 in Perth. Three of our students represented Shatec Institutes in the Training Provider category. TFor their outstanding display in the Cold category, our hosts Yeo Sheng Xiong, Roy Lim and Zara Kwan were awarded silver medals. Chef Daisy Cheong who was a member of the Singapore National Culinary Team, won a gold medal and the Best National Team Award.

Team from Shatec Institutes: From Left Jason Koh, Yeo Sheng Xiong, Matthew Yim, Louis Tay (National Team Manager), Samson Lim, Roy Lim and Zara Kwan. Shatec Institutes Open House

Dessert showmanship by Shatec students. hatec Institutes organized an Open House on 19 February 2011, targeted at ‘O’ Level graduates and international students. In addition to campus tours, participants also Sgot to witness the culinary showmanship by Shatec students at the respective demonstration booths. Shatec Institutes also invited the following speakers to share their experiences with the participants: • Mr Steven Tay, Director of Talent Development, Human Resource, Holiday Inn Singapore Orchard City Centre • Mr Ian Tan, Front of House Manager / Chief Concierge, The St. Regis Singapore • Mr Leons Tan, Executive Sous Chef, Singapore Airlines • Ms Lucia Baron, Regional Manager, SEG, Swiss Education Group Articulation Agreement Signing Ceremony

hatec Institutes (SI) and Swiss Education Group (SEG), an Mr Eric Brand, alliance of Switzerland’s top hospitality management schools; General Manager & Director of Operations, Amara Singapore Swiss Hotel Management School (SHMS); Hotel Institute Mr Rainer Tenius, Montreux (HIM), and International Hotel and Tourism Training S General Manager, Swissôtel Merchant Court Institute (IHTTI) signed an articulation agreement on 14 January 2011. Prof Daniel Shumny, This will allow diploma management graduates from SI to transfer their Adjunct Professor, University of Nevada Las Vegas course credits to the bachelor degree programmes in hospitality offered by SEG. Ms Annika Richter, Regional Manager & Offi ce Manager, Swiss Education The signing ceremony was witnessed by the following industry partners: Group 10 SHATEC INSTITUTES NEWS The course calendar for Apr – Jun 2011 is presented below: Course Duration Date Fees (SHA member / Non-SHA member) Food and Beverage Operations and Management 17 Jan, 31 Jan, 14 Feb, 28 Feb, WSQ Follow Food and Beverage Hygiene 14 Mar, 28 Mar, 15 Apr, 29 Apr, S$135/ S$150 and Safety Policies and Procedures – English 10 May, 27 May, 13 Jun, 27 Jun, SDF Training Assistance Workshop 8.5 hrs 11 Jul, 25 Jul, 15 Aug, 29 Aug, $59.50 Time : 9 am to 6 pm (theory) 12 Sep, 26 Sep, 10Oct, 24 Oct, Absentee Payroll Funding TBD Assessment 14 Nov, 28 Nov, 12 Dec 13 Jan, 27 Jan, 17 Feb, 17 Mar, WSQ Follow Food and Beverage Hygiene and 31 Mar, 14 Apr, 28 Apr, 12 May, S$135/ S$150 Safety Policies and Procedures – Mandarin 26 May, 9 Jun, 23 Jun, 7 Jul, SDF Training Assistance workshop 8.5 hrs 21 Jul, 11 Aug, 25 Aug, 8 Sep, $59.50 Time : 9 am to 6 pm (theory) 22 Sep, 13 Oct, 27 Oct, 10 Nov, Absentee Payroll Funding TBD Assessment 24 Nov, 15 Dec Up-selling and Suggestive Selling Techniques 4 to 6 Apr, S$270 / S$300 for Food and Beverage Staff 9 hrs 4 to 6 Jul SDF Training Assistance: $18.00 Time : 3 pm to 6 pm Intermediate Certifi cate in Wines, Spirits and 8 to 10 Mar, S$650/ S$750 other Alcoholic Beverages (UK-WSET) 17.5 12 to 14 Apr, SDF Training Assistance: $122.50 Time : 9 am to 6 pm (theory) hrs 27 to 29 Sep, Absentee Payroll Funding 1 pm to 4 pm (assessment) 1 to 3 Nov Advanced Certifi cate in Wines, Spirits and Other Alcoholic Beverages (UK-WSET) 22 to 28 Jun, S$1500 / S$1750 42 hrs Time : 9 am to 6 pm (theory) 4 Jul (assessment) SDF Training Assistance: $280 1 pm to 4 pm (assessment) Basic Conversational English for Food and 20 Jun to 11 Jul Beverage Staff 30 hrs (Mondays, Wednesdays and S$430 / S$480 Time : 3 pm to 6 pm Fridays) WSQ Catering Service S$580 / S$650 18 Jul to 22 Aug Time : 2 pm to 6 pm 315 hrs SDF Training Assistance: $220.50 (Mondays & Wednesdays) TBD Assessment Absentee Payroll Funding Lodging and Service Skills Development Finance for Non-Finance Executives Workshop 24 to 30 May, S$260 / S$290 Time : 2 pm to 6 pm (theory) 18 hrs 16 to 22 Aug SDF Training Assistance S$36 2 pm to 4 pm (assessment) Event Management Workshop 16 hrs 10 to 13 May S$360 / S$400 Time : 2 pm to 6 pm (theory) Room Revenue Management Workshop Time : 9 am to 4 pm (theory) 14 hrs 11 to 12 Jul S$400 / S$450 9 am to 11 am (assessment) Basic Conversational English for Housekeeping 10 to 31 Aug Staff 30 hrs (Mondays, Wednesdays and S$430 / S$480 Time : 3 pm to 6 pm Fridays) WSQ Interact with Guests 7 to 9 Mar, S$360 / S$400 17.5 Time : 9 am to 6 pm 25 to 27 Apr, SDF Training Assistance: $122.50 hrs TBD Assessment 20 to 22 Jun Absentee Payroll Funding Culinary Arts Simply Desserts – 18 Jun to 16 Jul 40 hrs S$925 / 1025 Introduction to Pastry and Baking (Saturdays) The Perfect Host Series – 4 hrs 4 Jun S$108/S$118 3 Course Dinner made Easy The Perfect Host Series - Social Graces & 18 Jun, 4 hrs S$108 / 118 Western Dining Etiquette Workshop 3 Sep The Perfect Host Series - 25 Jul, 3 hrs S$118 / S$128 Food and Wine Pairing Workshop 1 Oct The Perfect Host Series – Mixology made Easy 2 hrs 6 Aug S$108 / S$118 The Perfect Host Series – English Tea Party 4 hrs 17 Sep S$108/S$118 HOTEL CIRCUIT 11 Earth Hour Initiatives at Royal Plaza on Scotts

Lights off at lobby, Royal Plaza on Scotts. n 26 March 2011 at 8.30pm, the lights at the façade of Royal Plaza on Scotts (including the RP logo) and the lobby were switched off, leaving only minimal Oemergency lights for the guests’ movement. Lights at the lobby were also dimmed to the minimal, with the hotel’s signature candle installation lit up. In support of Earth Hour 2011, Royal Plaza on Scotts went beyond the act of switching off lights in various areas hotel-wide to engaging guests in their green efforts. These include: • Lights were also turned off at the hotel’s buffet restaurant, Carousel. Guests were invited to participate in the Earth Hour by lighting up the candles on their tables. • An organic salad counter was added to go green on Carousel’s buffet counter. • Guests were encouraged to switch off their room lights before leaving the room. The hotel had also increased air-conditioning temperatures from the current 22°C to 24°C and will be sustaining this effort even after the Earth Hour. The adjustment is estimated to save the hotel between $35,000 to $45,000 a year. Sunday for Sendai Charity Dinner

Fairmont Singapore and Swissôtel The Stamford’s Charity Dinner at Inagiku raised over $39,000 to disaster victims in Japan

airmont Singapore’s Japanese restaurant, Inagiku, played host to a highly successful Sunday for Sendai charity dinner on Sunday, 20 March, from 5pm to 10pm and Fraised more than $39,000 to help victims of the recent disaster in Japan. A total of 185 diners showed their support in a meaningful evening wherein ALL revenue generated by Inagiku will be donated to the victims through the Singapore Red Cross Society.

Overwhelmed by the support from diners and guests, Inagiku’s General Manager, Mr Nobuhiko Sano, a native of Japan himself remarked: “I am usually calm in my many years at work. However, I am really touched and heartened by the outpour of support

provided by our guests to Japan and my countrymen. I am certain that these donations will reach the survivors and help alleviate their suffering. When we came up with the plan to host this event, we were only hoping to raise $25,000. I am very happy that we managed to raise much more donations. Our sincerest gratitude to all who made this a memorable evening.”

In addition, staff members at RC Hotels ( and Swissôtel The Stamford) also voluntarily contributed monetary support for the victims of these disasters. As of 21 March, over $14,000 has already been collected and will be handed over to the Singapore Red Cross Society. 12 HOTEL CIRCUIT Furama RiverFront Sweeps Top Honours at SNRSC 2011

(Standing left to right) Louis Bettie, 1st placed Champion; Mr Cheong Hai Poh, President of FBMA; Mr Lens Gwee, 1st Vice President of FBMA; Mona Mae, 1st Runner Up; Rose Ann, 1st Runner Up; Mohamed Yazid, Restaurant Manager of The Square @ Furama. (Seated left to right) Fiona Lee, 3rd Runner Up; Lucas Tan, 3rd Runner Up; Regine Palada Amoyo, 1st placed Champion.

hree teams representing Furama RiverFront sailed smoothly through the qualifying rounds of the Singapore National Restaurant Skills Competition (SNRSC) 2011, securing themselves places in the fi nals held at the Marina TMandarin on 29th March 2011. During the fi nals, Louis Anak Bettie and Regine Palada Amoyo of The Square @ Furama emerged as champions of the competition. Mona Mae and Rose Anne of The Square @ Furama clinched the second spot while Lucas Tan and Fiona Lee, also from The Square @ Furama, took fourth placing.

The competition is held annually and organised by the Food & Beverage Managers’ Association Singapore (FBMA) in partnership with the Singapore Workforce Development Agency (WDA).

With support of industry partners and the Singapore Hotel Association, this competition tests the speed, product knowledge, professionalism and skills of participants in a variety of tasks, for example, Decorative Napkin Folds, Original Winning 6 layered “The Rock” Coffee by Champions Cocktail Creation as well as Synchronised Speed Table Setting. Louis Bettie & Regine Amoyo. Singapore Hotels Top People’s Choices

rganised by AsiaOne, Singapore Award Category Top Three Choices* Press Holdings’ news and lifestyle (Winner) website, the People’s Choice Awards Best Boutique Hotel in Studio M Hotel 2010 is a testament of the leading Singapore O The Scarlet brands and products in Singapore and Asia. The Ritz-Carlton, Millenia Singapore (Winner) Award winners were selected via an online Best Hotel in Singapore Shangri-La Hotel, Singapore poll of about 120,000 votes, mainly from The St. Regis Singapore Singaporeans. Carousel, Royal Plaza On Scotts (Winner Congratulations to the following SHA members Best Buffet – 2009 & 2010) for being recognized as one of the Top Three Greenhouse, Ritz-Carlton People’s Choices at the award presentation Best Chinese Restaurant Imperial Treasure, Marina Bay Sands ceremony which was held on 9 March 2011. * Top three choices include winner and fi nalists for the category HOTEL CIRCUIT 13 Concorde Hotel Unveils its New Look

Lobby – Concorde Hotel Singapore oncorde Hotel Singapore welcomes guests with a new look with the completion of their revamp in February 2011. CThe hotel-wide refurbishment works included: • All 407 guest rooms: • Hotel Lobby - Deluxe rooms (previously known • Business Centre as Executive Rooms during the • Welcome Lounge refurbishment transition) • Spices Café - Executive Rooms (rooms with balcony) • Premier Lounge - Premier Club Rooms • Gym - Premier Suites

Deluxe Room at Concorde Hotel Singapore

The launch of ‘The Fullerton Heritage: Where Past meets the Present’

n commemoration of its 10th Year Anniversary, The Fullerton Hotel Singapore published The Fullerton Heritage: Where the Past Meets the Present. This book serves to celebrate and pay tribute Ito the heritage gems along Singapore’s signature waterfront that had witnessed many defi ning moments of the city’s history, and have transformed in tandem with the city’s progress.

The ceremony held on 30 March 2011 was graced by Guest of Honour, Senior Minister Goh Chok Tong, who also offi ciated the opening of The Fullerton Hotel in 2001.

“With The Fullerton Heritage, we wanted to bring refreshed and relevant lifestyle choices to Singaporeans and travelers while upholding and sharing with guests the historical value and legacy of this signifi cant locale. The Fullerton Heritage is not only located at a historically signifi cant district. At the same time, this district is part of the dynamic developments of Marina Bay that are re-creating Singapore’s skyline,” said Mr. Giovanni Viterale, General Manager of The Fullerton Heritage. Mr Viterale added, “Where the Past Meets the Present encapsulates everything about what the precinct was, is today and will be. It aims to mark the progress of an area that is an important cornerstone in Singapore’s history.” 14 TOURIST TRACKS Tourism Performance for February 2011

% ∆ Key Statistics Performance (fr. Feb 2011) he latest tourism statistics from Singapore Tourism Board Visitor Arrivals 990,000 15.4% for February showed a strong performance, with visitor arrivals in February 2011 registering 15.4% growth and Visitor Days 3.7 million 12.7% Ttaking the total arrival number to 990,000 – highest ever Average Occupancy recorded for the month of February. 83% 3.1% Rate (AOR) Overall, the performance indicators displayed positive results as Average Room Rate $220 18.3% summarized in table 1. (ARR) Revenue Per Available Out of the top 15 markets, Hong Kong, Philippines and Japan $183 14.2% Room (RevPAR) recorded the highest growth. Hotel Room Revenue $159million 19.1% Table 1 : February 2011

Performance by Hotel Tier (Feb 2011)

Key REVPAR($) for AOR (%) for Feb ARR ($) for Feb Statistics Feb verall, of the four hotel tiers, the ‘Economy’ hotel tier did well in 2011 2010 2011 2010 2011 2010 February 2011, posting the greatest Luxury 81 78 359 346 292 269 Oimprovement over February 2010 for both Average Room Rate (ARR) and Revenue per Upscale *84 80 248 229 209 183 Available Room (RevPAR). The ‘Upscale’ Hotels also fared well, scoring the highest percentage Mid-Tier 85 83 177 174 149 124 increase in Average Occupancy Rate (AOR). Economy 77 77 *107 85 *83 66 *Highest Growth Overall 83 80 220 200 183 161

*Highest Growth Source : Singapore Tourism Board

A Record Tourism Performance for 2010

Key Snapshots: ● Tourism receipts for 2010 hit a record high of S$18.8billion, a 49% increase over 2009. ● Visitor arrivals to Singapore reached 11.6 million, a 20% growth over 2009. ● Gazetted hotel revenue was estimated at S$1.9 billion in 2010, up by 21.8% against 2009. ● All hotel tiers posted growth in AOR, ARR and RevPAR.

STB’s Tourism Forecast for 2011 Key Statistics Jan-Dec 2010 Jan-Dec 2009 Year-On-Year % △ t the Tourism Industry Conference on 22 March 2011, Mr S Iswaran, Senior Visitor Arrivals 11.6 million 9.7 million 20 % Minister of State for Trade and Industry AOR 86.0% 76.0% + 9.8 pt Aand Education announced STB’s forecast of between 12 to13 million in visitor ARR $212 $190 12.2% arrivals and S$22 to S$24 billion in tourism receipts for 2011. RevPAR $186 $146 18.6% The forecast is made based on the strong growth Total Room Revenue $1900 mil $1,557 mil 21.8% for Singapore’s Tourism in 2010. TOURIST TRACKS 15

Calendar of Conventions & Exhibitions

(Apr – Jun 2011) (Source: STB Calendar of Events) Date: Events: From To 04 Apr 07 Apr IFRS for Oil & Gas, Application of Key Standards & Update

04 Apr 06 Apr 2nd Annual Ageing Asia Investment Forum 2011

05 Apr 07 Apr Offshore Patrol Vessels Asia-Pacifi c 2011

11 Apr 13 Apr FPSO 2011

11 Apr 13 Apr 3rd Annual Offshore Support Vessels

14th ASEAN Paediatric Congress 2011 and 3rd Asian Paediatric 14 Apr 17 Apr Otolaryngology

22 Apr 24 Apr Asia Dive Expo 2011

03 May 03 May Mobile Marketing Association Forum

11 May 13 May SEMICON Singapore 2011

12 May 14 May East Asian Architectural Culture International Conference 2011

12 May 15 May Boat Asia

20 May 22 May National Achievers Congress

21 May 26 May Saturday in Design Singapore

26 May 28 May Asian Festival of Children’s Content (AFCC) 2011

30 May 01 Jun Redesigning Pedagogy International Conference

05 Jun 09 Jun World Leadership Conference 2011: Asia-Pacifi c towards Rio+20

05 Jun 12 Jun ScreenSingapore 2011

20 Jun 24 Jun World Vaccine Congress Asia 2011

21 Jun 24 Jun CommunicAsia 2011

21 Jun 24 Jun EnterpriseIT 2011

21 Jun 24 Jun BROADCASTASIA 2011

23 Jun 25 Jun CG Overdrive 2011 THE SHA HOTEL MEMBERS Albert Court Village Hotel Hilton Singapore Pan Pacifi c Singapore Amara Singapore Holiday Inn Atrium Singapore Paramount Hotel Amara Sanctuary Resort Sentosa Holiday Inn Singapore Orchard City Park Hotel Clarke Quay Ascott Raffl es Place Singapore Centre Parkroyal on Beach Road Bayview Hotel Singapore Hotel 1929 Parkroyal on Kitchener Road Beach Hotel Hotel 81 (DICKSON) Peninsula Excelsior hotel Bencoolen Hotel Hotel 81 (GEYLANG) Perak Hotel Berjaya Hotel Hotel 81 (STAR) Quality Hotel Singapore Best Western Jayleen 1918 Singapore The Quincy Hotel Broadway Hotel Hotel Grand Central Raffl es Hotel Capella Hotel, Singapore Hotel Grand Chancellor Rasa Sentosa Resort, Singapore Carlton Hotel Hotel Grand Pacifi c The Regent Singapore Changi Village Hotel – A Far East Hotel Hotel Miramar (S) Ltd RELC International Hotel Concorde Hotel Singapore Hotel Re! @ Pearl’s Hill Rendezvous Hotel Conrad Centennial Singapore Hotel Royal The Ritz-Carlton, Millenia Singapore Copthorne King's Hotel Singapore Hotel Royal @ Queens River View Hotel Copthorne Orchid Hotel Singapore Hotel Supreme Robertson Quay Hotel Crowne Plaza Changi Airport ibis Singapore on Bencoolen Royal Plaza on Scotts The Elizabeth Hotel ibis Singapore Novena The Saff Fairmont Singapore Innotel Hotel The Scarlet Hotel Festive Hotel Klapsons, The Boutique Hotel The Sentosa Resort & Spa – A Beaufort Fortuna Hotel InterContinental Singapore Hotel Four Seasons Hotel Landmark Village Hotel Shangri-La Hotel Fragrance Hotel - Ruby Link Hotel Sheraton Towers Singapore Fragrance Hotel - Sapphire Lion City Hotel Singapore Marriott Hotel The Fullerton Hotel M Hotel Singapore Sloane Court Hotel The Fullerton Bay Hotel Singapore Mandarin Orchard Singapore South-East Asia Hotel Furama City Centre Singapore Mandarin Oriental, Singapore The St Regis Singapore Furama RiverFront Singapore Marina Mandarin Singapore Studio M Hotel The Gallery Hotel Moon Hotel Swissotel Merchant Court, Singapore Movenpick Heritage Hotel Sentosa Swissotel The Stamford, Singapore Grand Copthorne Waterfront Hotel Naumi Hotel Traders Hotel Singapore New Majestic Hotel Value Hotel - Thomson Grand Hyatt Singapore Nostalgia Hotel Wanderlust Hotel Grand Mercure Roxy Hotel Novotel Clarke Quay Singapore Wangz Hotel Grand Park City Hall Orchard Hotel York Hotel Grand Park Orchard Orchard Parade Hotel Hangout @ Mount Emily Pan Pacifi c Orchard THE SHA ASSOCIATE MEMBERS The American Club Singapore One°15 Marina Club Singapore Island Country Club Auric Pacifi c Marketing Pte Ltd Orchid Country Club Singapore Meritus International Hotels Pte Batam View Beach Resort Pasta Fresca Da Salvatore Pte Ltd Ltd CareerStar International Pte Ltd Pernod Ricard Singapore Pte Ltd Singapore Recreation Club Costa Sands Resort (Downtown East) Pinedale Trading Pte Ltd Singapore Swimming Club Diners Club (S) Pte Ltd Republic of Singapore Yacht Club Singapore Telecommunications Limited GRID Communications Pte Ltd Republic Plaza City Club (S) Pte Ltd Somerville (Singapore) Pte Ltd HPL Hotels & Resorts Resorts World at Sentosa Pte Ltd Starhub Ltd Institute of Technical Education (ITE) Sedona Hotels International The Tanglin Club International Executive Education Serangoon Gardens Country Club Tourism Management Institute of Singapore Center Pte Ltd Sia Huat Pte Ltd Trane Singapore Jack’s Place Holdings Pte Ltd SIHS Pte Ltd Unilever Singapore Pte Ltd Kriston Food & Beverage Pte Ltd Simmons (Southeast Asia) Pte Ltd United Engineers Developments Pte Ltd Marina Bay Sands Pte Ltd Singapore Exhibition Services YHS (Singapore) Pte Ltd Nanyang Polytechnic Singapore Food Industries (Pte) Ltd Zouk Management Pte Ltd Neo Group Pte Ltd (as at 31 March 2011)