PPS 619/02/2013(022926)
No. 1661/June 15 – 21, 2012
Hotels Regional airlines Singapore China centric or eccentric? China’s big four lift off Rising expectations PAGE 12 PAGE 14 PAGE 15 www.ttgasia.com Rupee slide BREAKING hits outbound GROUND Domestic travel rises in popularity among Indians After transforming the way travel is bought, can online travel companies continue to make By Divya Kaul ing as much as 40 per cent of NEW DELHI A depreciating tourists from West Bengal this huge, not incremental, innovations? Barney rupee, coupled by a steep rise in season, compared to 20 per cent Harford, president & CEO of Orbitz Worldwide, airfares, has hit India’s outbound last year,” said Angshuman Basu, market, driving up tour package co-partner, Destination Tours. says yes and shows Raini Hamdi how he is prices by as much as 25 per cent. At the same time, room rates breaking ground at Orbitz – see page 6 The Indian rupee has plunged across popular Indian destina- by about 20 per cent against the tions are also clearly on the rise, US dollar in recent months. based on the latest Hotel Price In- “Even though queries have dex (HPI) report by Hotels.com. Win A Coaching Programme Worth US$7,000 not dropped drastically, conver- Average room rates in New Delhi Tipsheet columnist Adrian Caruso (refer to page 8) is giving away a three-month online coaching course sion rate has gone down,” said have seen a nine per cent increase to provide one winner with a makeover of their travel agency business. Tell us in less than 100 words Ajay Jaipuria, president, to Rs5,914 (US$107), about your agency and what you’d like to start doing differently in your business. Send in your entries to Society of Foreign Trav- while prices in Mumbai [email protected]. Visit www.ttgasia.com for more contest details. el Operators. are up by three per cent E M Najeeb, chair- to Rs6,539. Bangalore man and managing recorded a five per cent director of Airtravel rise to Rs4,595, while www.ttgasia.com Enterprises India, con- Chennai experienced Panorama looks east curred: “The increase in only a marginal price Most popular By Mimi Hudoyo after the Thai capital was affected prices of travel packages rise of one per cent to JAKARTA Panorama Destina- by political protests. Jaipuria: shorter (as of June 12, 2012) has, to a great extent, Rs4,707. tion, the inbound arm of Pano- Depsite a bigger Asian cus- tours an option hampered the holiday Commenting on the Arthur Kiong to leave rama Leisure Group, will focus tomer base, Achmad said the plans of Indian travellers.” HPI report, Hotels.com head Banyan Tree on tapping the Asian market to company still needs to grow To cope with higher costs of of marketing, South-east Asia, 1 make up for declining arrivals the shorthaul market further travelling abroad, Jaipuria is ad- Rajiv Malhotra, said: “The de- CheapTickets.sg links from Europe. as regional visitors tend to stay vising his clients “to take short preciating rupee against most 2 arms with Agoda.com Panorama Destination ex- shorter and spend lesser than the holidays of seven to 10 days in- other currencies could be a key ecutive director, said: “We have longhaul market. stead of 12 to 15 days, enabling reason for the upswing in do- Scoot to add Tokyo, been developing the Asian mar- “In the first quarter of the year, them to keep within their spend- mestic travel, hence resulting in 3 Taipei flights ket since 2010 and have seen the total number of pax handled ing limits”, while Najeeb is float- hotel room rates rising at popu- Foreigners banned from rapid growth from Singapore, went up by 3.2 per cent, but reve- ing deals to add volume to his lar destinations like Jaipur, Goa visiting Tibet Malaysia, Thailand, China and nue fell 2.6 per cent compared to bookings. and Manali. 4 Indochina. Sri Lanka is also see- the same period in 2010,” he said. Najeeb said: “If the passengers “Cities like New Delhi, Ban- Egypt hot on Malaysia’s ing strong growth, especially the This year, Panorama Destina- have to be motivated to travel, galore and Mumbai also show a 5 trail incentive segment.” tion is targeting to serve 118,000 the first and foremost thing is to hike in room rates because they Rocky Praputran, Panorama customers and reach a revenue offer value-for-money holidays are business and cultural hubs, Backpackers, students Destination managing director, of 266 billion rupiah (US$28.2 that provide great satisfaction and are also well-connected to 6 remain vital for Thai said: “We are looking at possi- million). to travellers. New locations and other tourist destinations.” tourism, says TAT bilities of (establishing) our pres- Achmad revealed that the experiences have to be innovated However, some did not be- Niche tourism takes ence in Thailand once again. We company’s performance last year and packaged for them.” lieve that the falling rupee would 7 centrestage in Thailand are renewing talks with potential was affected by the EU financial As outbound packages be- result in any major gain for do- partners. It could be a represent- crisis. Europe comprised 72 per come pricier, some Indian travel- mestic tourism. SEAir expands with a ative office or a joint venture, but cent of its business last year, with lers are turning their attention to Najeeb said: “I don’t think 8 vengeance we expect our presence there by major source arrivals from the domestic holidays. that Indian travellers would turn this year.” Netherlands, France, East Eu- Medical tourists in Bali to “Domestic destinations like to domestic destinations as an Panorama Destination was rope and Switzerland. benefit from hospital-hotel Kashmir and Himachal Pradesh alternative even as outbound 9 buoyed by the stablising situa- Panorama Destination’s rev- partnership are gaining in popularity as out- packages become more expen- tion in Thailand, which posted enue fell 4.1 per cent from 265.5 bound packages become more sive. Travellers choose to travel to JacTravel predicts an increase of almost 20 per cent billion rupiah in 2010 to 254.2 expensive, said Subhash Verma, domestic destinations to enjoy a 10 London hotel rut during in arrivals last year. billion rupiah last year. It also president, Association of Do- different feel and experience, not Olympics The company had originally saw a 7.9 per cent drop in cus- mestic Tour Operators of India. because their options for over- aimed to open an office in Thai- tomers handled, from 116,419 “The Kashmir valley is receiv- seas holiday are affected.” To read these news, go to www.ttgasia.com land, but its plans were thwarted pax in 2010 to 107,212 pax.
ttgAsia June15 p01.indd 1 6/12/12 3:17 PM NEWS JUNE 15 – 21, 2012 • TTG ASIA 2 Beyond the kingdom Thai hoteliers’ international expansion plans pick up pace
By Chami Jotisalikorn erate income from diversified five are overseas – this year. Its & Liang Xinyi sources and new markets,” said second Bali property, Centara BANGKOK/SINGAPORE Shackleton. Grand Nusa Dua Resort & Vil- Thai hospitality groups are en- The group will roll out its las, is set to open in 3Q2012, tering a more aggressive mode Indian debut, Dusit Devarana while Centara Passikudah Re- of overseas expansion, as they New Delhi, later this year, while sort & Spa and Centara Cey- seek to build global portfolios upcoming projects include Dusit sands Resort & Spa will debut in and tap on opportunities in new Thani Abu Dhabi, dusitD2 New Sri Lanka. destinations. Delhi, Dusit Devarana Hainan Travis White, director of David Shackleton, COO of and dusitD2 Pasedena – its first business development at Anan- Dusit International, said: “We’ve foray outside Asia. tara, which is owned by Minor gained the necessary interna- Another major player seeking Hotel Group, said the time is tional experience in different lo- wider reach abroad is Centara ripe to continue Anantara’s ex- cations to give us the confidence Hotels & Resorts. Director of pansion internationally as it is to move into new emerging des- sales & marketing, Philip Hall, firmly established in Thailand. tinations.” Besides Thailand, the said: “While we still see oppor- Anantara recently launched group has existing properties in tunities to grow within Thai- its new boutique brand Avani Manila, Cairo, Dubai and the land, it would not be as fast as in in Sri Lanka, and will open new Maldives. recent years, so we are encour- hotels in China’s Sanya, Xish- A bearish domestic market aged to expand overseas.” uangbanna, Wulong (Chong- also drove Dusit’s strategy shift The Bangkok-based group qing) and Emei (Chengdu), to overseas expansion, so as to will boost its current 54-prop- as well as Laos, Mauritius, enable the group to “build a erty portfolio with 11 new man- Oman and India, within the larger base of hotels and gen- agement contracts – of which next two years. Mixed reactions to LCCs’ move By Timothy France Thailand-based DMCs, on offering incentive packages C BANGKOK Thai LCCs have the other hand, had expressed to LCCs with concessions on M been ordered to relocate to the ambivalence at the move as they landing fees – already 30 per
Y old Don Mueang Airport to did not foresee real impact on cent lower than Suvarnabhumi. ease congestion at the their business. Meanwhile, Thompson CM main Suvarnabhumi Richard Brouwer, sought AOT’s fair treatment of MY Airport, a move that COO of Diethelm Trav- all carriers. “If the cost struc-
CY has garnered varied el Group, said DMCs ture is favourable, it would ap- responses among the had coped with similar peal to regional carriers serv- CMY trade. situations in the past, so ing point-to-point traffic,” he
K Brian Sinclair he “(did not) see much added. Thompson, president of an issue if it was LCCs However, the negotiation of the Board of Air- or pure charter opera- table appeared skewed towards Brouwer: limited line Representatives, tions being moved”. Thai AirAsia (TAA), the coun- impacts said: “A lot of business Asia World Desti- try’s largest LCC, which has are now connected between leg- nation Management director, demanded sole use of Don acy carriers and LCCs, and that Max Jantasuwan, agreed that Mueang’s Terminal 1 (T1) as demand is what keeps Bangkok the impact on DMCs, particu- part of the relocation deal. ahead of Kuala Lumpur as a larly the MICE sector, would be TAA’s request has sparked regional hub. The connectivity minimal. an outcry among rival carri- appeal of Suvarnabhumi will He said: “If they are going to ers, which questioned the logic suffer as a result.” separate by airline types, there of giving TAA sole usage of T1 Airlines were also concerned will be no problem, but we will before Don Mueang meets its about the inconvenience in- have to pay attention to it.” handling capacity of 14.5 mil- flicted on transiting passengers, Airports of Thailand (AOT), lion passengers, given that Ter- who will have to travel 40km which operates both Suvarn- minals 2 and 3 are not ready for across a traffic-choked city. abhumi and Don Mueang, is commercial operations.
and certified TTEC trainer, Experts question TTEC’s necessity Joseph Xavier, who is also busi- ness development manager of By N. Nithiyananthan yan Travel & Tours, said that World Discovery Travel, said KUALA LUMPUR The Trav- while they welcome any initia- that “trainers are subject matter el and Tours Enhancement tive beneficial for the industry, experts” and “are experienced Course (TTEC), a compulsory this policy should apply to new to conduct such courses”. programme introduced by the companies, not those that have “I am aware that some train- tourism ministry to raise the been around for 20 to 30 years. ers in other institutions, in- standards of the travel trade, He asked: “Just by attending a cluding tour guides, may not has met with heavy criticism. one-day course, I get a certifi- be geared towards handling The requirement for at least cate and a renewal of licence, high-end individuals and this the deputy general manager to but how has my knowledge is where the latter may have felt attend the course as a condition been enhanced?” insulted,” he added. for renewal of licence has ag- Cost was also an issue. Re- Lim said the issue had been gravated the situation, especially newing an inbound licence costs raised in a dialogue with the when the trainers are juniors. RM100 (US$40) a year but it tourism minister and they Discovery MICE president, costs RM350 to attend the TTEC. were asked to provide names of Lee Choon Loong, said: “We Tan said: “(The cost) is too high qualified trainers. A three-day are leaders of (this) industry and the time could have been workshop will also be held to yet we have to attend this. What used for business development.” revamp the training module. is there to learn from the new- Malaysian Association of Efforts to obtain feedback comers?” Tour and Travel Agents (MAT- from the tourism ministry were Albert Tan, president, Tong- TA) Academy board member unsuccessful. NEWS JUNE 15 – 21, 2012 • TTG ASIA 3 Changi Airport cosies up to trade Singapore’s CAG connects the dots in destination marketing, takes the lead in more tradeshows By Gracia Chiang in late 2010, following Singapore Singapore Tourism Board (STB) SINGAPORE The Changi Air- Changi Airport’s corporatisation has pulled out from. CAG is also port Group (CAG) is stepping in 2009. organising roadshows, having First pavilion helmed by NATAS up its engagement of inbound CAG will be at a number of just concluded one that covered SINGAPORE The first Sin- sentative from the STB office operators in Singapore, includ- new shows this year, including six secondary cities in China. gapore pavilion led by the was not constantly around, at ing providing them with finan- ASTA’s Travel Retailing & Des- “We are doing what STB did National Association of Travel times it was difficult to handle cial support to attend tradeshows tination Expo in Los Angeles previously…If there are certain Agents Singapore (NATAS) queries which were out of our in traditional and new markets. and CITM in Shanghai, the lat- market (segments) they now fo- at the Arabian Travel Mart remit and to improve chances Speaking to TTG ter billed as a NATAS cus on, such as premium or FIT, (ATM) was said to be a success, of sealing a deal.” Asia, CAG vice presi- Singapore pavilion. In we will see if CAG can come in to although many felt that more Despite this, Anita Tan, di- dent, passenger develop- January 2013, it will also help cover the other segments,” could have been achieved if rector of industry, NATAS, ment, Peh Ke-Wei, said: make its debut at SATTE he said. the Singapore Tourism Board said: “STB tried its best to sup- “Traditionally, airports in New Delhi, bringing For marts in new markets, (STB) had played a bigger role. port our efforts in spite of its are not active in trade along at least four to five CAG absorbs the booth cost. “NATAS did an excellent job limited resources. The Dubai engagements. They give trade partners. However, in other better-known in setting up the pavilion and regional office (also) organised incentives to airlines Other shows it now destinations, prices can range all associated logistics in such a a networking event for del- to fly to their airports, attends are MATKA in between S$2,500 and S$3,500 short span of time. However, it egates and sellers.” Tan added but (when it comes to) Peh: forging Helsinki, EMITT in Is- (US$1,945-US$2,723). closer trade ties could not replace the STB and that STB had offered to help market development tanbul, TUR in Goth- Peh said: “CAG’s management the gravitas its presence would organise a series of pre-ATM efforts and promoting enburg, MITT and OT- is totally supportive of this, and have injected into the show,” roadshows next year. the flight, most airports leave it DYKH Leisure in Moscow, and we are for the long term. For this said Tony Aw, senior inbound Star Holiday Mart manag- to the airlines. ABAV in Rio de Janeiro. kind of market development manager, Hong Thai Travel. ing director, Dennis Law, said: “We rent and build the booths Peh explained that these were efforts, you don’t see results Said Samson Tan, CEO, “Arrivals from the Middle East and invite partners to come with identified not only from an air straight away. We’re quite confi- GTMC Group: “We received a to Singapore have stagnated us (for tradeshows). We believe hub development perspective, dent we’re in the right direction. flurry of enquiries from Mid- owing to the political upheaval trade engagement is still impor- but to give inbound opera- “We’re building the market dle Eastern buyers from vari- and straining economies... tant, especially for our inbound tors opportunities to penetrate ahead of supply. We want to ous countries, but we found it There’s more of a need than partners. They need a platform, new markets such as the Nordic build demand so that airlines are difficult to sell effectively as we ever for STB and inbound (op- and it’s quite challenging if they countries, Turkey and Brazil, more convinced that they can ran out of (STB’s official) mar- erators) to work hand in hand are on their own.” while still being present in major mount flights to Singapore. We keting collateral pretty quickly. to beef up marketing efforts.” He added that CAG became tradeshows held in India, China support the trade so that they “Moreover, since the repre- – Linda Haden active in destination marketing and Russia, some of which the can support the airlines.” OPINION JUNE 15 – 21, 2012 • TTG ASIA 4
Haven’t been to our Inspiration from online website? OR owners of brick-and-mortar travel com- maximise his travel expenditure. So a question like Here’s what you’ve missed Fpanies to survive, perhaps they can try and get the disadvantages of discounting for hotel partners into the minds of their biggest competitor today – would genuinely perplex him. young guns like Barney Harford who helm Orbitz “Our goal is to make the user experience super Worldwide US, or Deep Kalra, who’s behind Make- simple and make sure we have the powerful tools to Tourism ata MyTrip India (Harford is featured in this issue, see help consumers slice and dice and make the most page 6; Kalra in the last issue). of their travel dollars,” he told me. Harford is 39 years old, Kalra is 42, which meant Harford is currently big on personalisation. He they started out their careers on the back of the on- uses data analytics to slice and dice his customers line travel growth – indeed, helped shape it. so that the right product and price are pushed to Harford joined Microsoft in 1999, in its new on- them. JacTravel predicts a 30 per cent dip line travel venture called Expedia. One of his earli- What makes him potent in the online travel in London hotel occupancy during est contributions was Hotel Price Matcher, which business is also his love for travel and the passion to Olympics; ZUJI registers rising allowed consumers to name the price, place and spread it to more people – he’s one of the first peo- Singapore outbound travel; rich room category, and Expedia would come up with a ple ever to climb Mustyr, the highest point of the Chinese believe local airlines and match, usually lower than the price the consumers Torugart-too mountain range on the Kyrgyzstan- hotels lag behind global players had wished for. China border. Kalra launched MakeMyTrip in 2000, revolu- Meeting people like Harford and Kalra bring tionised the online travel booking space in India to life for me the fundamental lesson in successful If you are sincere and reaped rewards from its listing on NASDAQ businesses, which is, focusing on the customer. It’s ot oves in 2010. true yesterday and has become even truer today. In personality, they could not be more different. It does not matter whether you are an online Marisa Aranha joins The Soneva about servicing the Harford is fast, furious and passionate in speech, travel agency or a brick-and-mortar travel retailer: Group as MD sales & marketing; customer, you will be Kalra speaks gently and measuredly. But one thing If you are sincere about servicing the customer, you Park Hotel Group appoints Melvin king. strikes me as common: Their raison d’être in busi- will be king. Lim as VP; Banyan Tree Hotels & ness – consciously, sub-consciously, unconsciously Resorts MD hotel operations (Asia- – is The Customer. It’s as if this is ingrained in their Raini Hamdi Pacific) and SVP of group marketing blood. Senior Editor services, Arthur Kiong, resigns Every question I asked of Harford always leads back to The Customer. Whatever invention he’s thinking about doing goes back to whether this ot eals will bring value to the customer in helping him to W Singapore - Sentosa Cove (below) rolls out opening deals; Life Resorts offers travel consultants incentives Most commented on www.ttgasia.com for Halong Bay cruise bookings; Four Seasons Singapore extends Illegal tour guides pose Why each and every hotel Malaysia mulls restoring value-added benefits to guests threat to S’pore’s image should take it personally VOA for Indian travellers As Singapore continues to receive an influx In the previous issue of TTG Asia, deputy The Malaysian government’s proposed rein- of visitors, unlicensed tour guides are fast be- group editor Gracia Chiang wrote an opin- statement of a visa-on-arrival (VOA) facility coming a bugbear for its tourism industry. ion piece about the lack of personalisation for Indian nationals has met with approval Dennis Hwang from Singapore said: “STB in Singapore’s hotel industry, which elicited from the local travel trade. (Singapore Tourism Board) will never solve a spirited response from Adrian Caruso, “It would be a wise move for the Malaysian this problem - Singapore is a open market. founder & CEO of TA Fastrack Australia. government to implement the VOA to entice However, the Woodlands checkpoint can play “I totally agree that the hotel industry is a (more) Indian tourism arrivals,” said Resorts a part by inspecting every single tour or coach little retarded – not just in Asia but globally. World Genting’s Vincent Teh, adding that he entering Singapore, ensuring a local tour Most hotels are still practising ‘mass mar- hoped the two countires would eventually im- oll guide has been engaged before allowing the keting’ and ‘mass customer service’. I stay plement a reciprocal visa policy. group to proceed. Malaysia is doing so.” in a hotel nearly every week and 95 per cent “The Indian High Commision (in Malay- What should the Philippine travel US-based Fred Harvey suggested: “Singa- (of the hotels) do not personalise my experi- sia) should grant VOA or charge a certain fee industry do to tide over the ongoing pore has the technical resources to set up sting ence with them,” he said. to allow Malaysian individuals to apply for territorial dispute with China? operations around Merlion Park and China- “Once hotels start adopting a customer- multiple-entry visas (to India) for up to two Target different markets, but 38% town. When (solicitations by unlicensed tour centric business model and know more years. A good model to emulate is the China only till the worst is over guides) occur, undercover officers immedi- about their clients’ preferences (especially visa (afforded to Malaysians),” he said. Woo the China market with 19% attractive rates and incentives ately intervene and nab the offender(s). Of past customers), the more loyalty they will “If the Indian government is looking for course, STB has to be serious about detecting receive, and the more repeat customers and fast-tracked development and tourism pro- Lobby the government to find an 43% amicable solution ASAP the infractions. A few well-publicised arrests referrals they will get, which means less motion to the country, then they must be will reduce or clear the problem.” spending on new customer marketing.” bold enough to make good decisions.”
Marianne Carandang, Rosa Ocampo Marisa Chen TTG ASIA MEDIA Correspondents, The Philippines Senior Business Manager ([email protected]) Darren Ng ([email protected], Karen Cheung Managing Director ([email protected]) Travel Hall of Fame [email protected]) TTG Travel Trade Publishing is a business group Business Manager ([email protected]) Raini Hamdi The Travel Hall of Fame, displayed of TTG Asia Media Prudence Lui Jonathan Yap Senior Editor ([email protected]) in the Raffles Hotel Museum on the Correspondent, Hong Kong Business Manager ([email protected]) third level of Raffles Hotel Singapore, EDITORIAL ([email protected]) OFFICES Cheryl Tan showcases accolades, artefacts and Karen Yue SINGAPORE 1 Science Park Road Patricia Wee Corporate Marketing Manager Group Editor ([email protected]) #04-07 The Capricorn, Singapore Science Park II memorabilia of the region’s most Correspondent, Shanghai, China ([email protected]) Gracia Chiang ([email protected]) Singapore 117528 exceptional travel organisations. Tan Ee Hiang Tel: (65) 6395-7575 Deputy Group Editor ([email protected]) Glenn Smith Since 2002, luminaries who have Marketing Executive ([email protected]) Fax: (65) 6536-0896 Brian Higgs Correspondent, Taiwan won the prestigious TTG Travel Award [email protected]; Editor, TTG Asia Online ([email protected]) ([email protected]) Cheryl Lim at least 10 consecutive times for the Advertisement Administration Manager www.ttgasia.com Linda Haden Shekhar Niyogi same award title have been honoured ([email protected]) HONG KONG 11/F ING Tower Senior Reporter ([email protected]) Chief Correspondent, India in the Travel Hall of Fame. Carol Cheng 308-320 Des Voeux Road, Central, Hong Kong Liang Xinyi, Jayne Tay ([email protected]) Assistant Manager Administration and Marketing Tel: (852) 2237-7174 Singapore Airlines and Singapore Sub Editors Feizal Samath ([email protected]) Fax: (852) 2806-0646 Changi Airport are the Travel Hall of ([email protected], [email protected]) Correspondent, Sri Lanka ([email protected]) Fame’s pioneering honoraries, having Mimi Hudoyo Redmond Sia, Tan Kok Yong been voted by Asia-Pacific’s travel Editor, Indonesia ([email protected]) Creative Designers PUBLISHING SERVICES TTG Asia is a product by TTG Travel Tony Yeo Trade Publishing, a business group of trade as Best Airline of the Year and Sim Kok Chwee Lina Tan TTG Asia Media.. It is mailed free on written request to Best Airport of the Year respectively, Correspondent-at-large ([email protected]) Division Manager ([email protected]) readers who meet predetermined criteria. Editorial Assistant for more than a decade. Joining this N. Nithiyananthan Agnes Loy Paid subscriptions are available to those who do not meet Senior Production Executive ([email protected]) the criteria. Annual airmail subscriptions are US$180 to Asia elite family are Hertz Asia Pacific, Chief Correspondent, Malaysia SALES & MARKETING and US$199 elsewhere. Cover price US$5. ([email protected]) Michael Chow Nancy Lee MICA (P) 044/09/2011 Star Cruises, Royal Cliff Beach Rosort Timothy France, Chamsai Jotisalikorn (Chami) Group Publisher ([email protected]) Desktop Publishing Executive ([email protected]) PPS 619/02/2013(022926) Pattaya, Abacus International, SilkAir Correspondents, Thailand Katherine Ng Carol Wong Printed by Times Printers Pte Ltd and Lotte Tour ([email protected], [email protected]) Associate Publisher ([email protected]) Circulation Executive ([email protected]) 16 Tuas Avenue 5, Singapore 639340
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Bangkok, Thailand Seoul, South Korea Yiwu, China VIEW FROM THE TOP JUNE 15 – 21, 2012 • TTG ASIA 6
Barney Harford After transforming the way travel is bought, can online travel companies President & CEO continue to make huge, not incremental, innovations? Harford, 39, gives a Orbitz Worldwide, US resounding yes, and shows Raini Hamdi how he is breaking ground at Orbitz, which also owns ebookers, CheapTickets, HotelClub, Asia-Hotels, etc
Are OTAs making huge leaps in in- customers to do that. I think, novation or is what we’re having instead, we are giving them the now pretty much it? empowerment. These consum- We’ve come so far in the last 15 “The innovation ers are going to book same day years with online travel. At the anyway; we’re empowering same time, I believe there is so that is going them to be better informed. In much more we can do to make it the past, these customers might even better. on is not a new walk in to the hotel and get a walk-in rate, which you know is How? not the best, the hotel knows it’s I think personalisation, for ex- model but on got the customer there. Now the ample, is going to be a big thing customer turns his mobile on, going forward. groundbreaking we recognise where he is and in We fundamentally believe five seconds the app shows him a there is an opportunity to under- ways a con- broad selection of hotels around stand the behaviour of consum- where he is that are available to- ers on our websites – what their sumer can book night with the prices. preferences are, what their shop- Our goal is to make the user ping purchases are – and use that experience super simple and to make personalised recom- travel, for exam- make sure we have the power- mendations to them. ful tools to help consumers slice Did you know, for example, ple, via mobile and dice and make the most of that people shopping on the Mac their travel dollars. We think of typically spend US$20 more per on the same ourselves as a travel maximiser: night than those shopping on we help you get the best possible PCs? day or person- travel experience for the limited budget that you have. Why is that? alised dynamic It’s a different consumer – Macs What do you think of Roomkey, yet are more expensive. So when we another attempt by chains to re- see someone shopping on a Mac, packaging.” gain control of customers? we’re going to recommend them Competition is always good for a slightly different hotel. customers. But it is tough to Similarly, we know that peo- develop a compelling hotel site. ple who are travelling with kids That’s the reason why there aren’t prefer different hotels than those that many players in the space travelling without kids, so we and not many new entrants. It’s actually have developed a kid- a lot of investment – look at how friendliness index for every hotel much we’ve spent on our com- on our web. Also, a kid-avoid- mon platform. ance index. So based on search, I look at Roomkey and they we are able to change what we Breaking don’t have user reviews – how recommend. That’s really impor- can you have a hotel site without tant because 90 per cent of what user reviews! we sell in terms of hotels is one of the hotels on the first- page re- You’re an avid traveller yourself. sults. Fifty per cent is one of the Yes, and I fundamentally believe first five hotels and 25 per cent travel has an incredible role to is the first hotel on that sort, so play in creating friendships be- being able to nail it with the first ground tween cultures. The opportunity five properties in particular is re- we have is to use technology and ally important. er-facing businesses on one plat- ent treatments, so one set of us- ing to expire; they don’t neces- data analytics to make travel a form; we call it a global platform. ers will see one thing, another set sarily want to show that discount more fulfilling experience for So if someone tells you there is We operate 12 businesses across will see something else, and our to every single customer under consumers. not much going on with OTA inno- Europe which came together statisticians are studying the dif- the sun and recognise we put vation, you’d say... through acquisitions. When Or- ferences. fences around it. You were Expedia Asia-Pacific’s ...rubbish. There’s huge inno- bitz acquired that combined en- It also allows us to launch So we highly encourage cus- president and made inroads for vation. The innovation that is tity, they were on a multitude of groundbreaking mobile apps. tomers to get the best possible Expedia in China, with the control- going on is not a new model different platforms. We migrated Today we’re seeing over 12 per deal by using, one, our mobile ling stake in eLong, Japan and Aus- but on ground-breaking ways a them to one common global cent of hotel searches being ex- app, especially if they are look- tralia. Would you do the same for consumer can book travel, for platform. Since then business ecuted on mobile devices. For ing at a same-day booking and Orbitz in Asia? example, via mobile on the same growth rates have been phenom- customers, it’s a real value prop- have access to a mobile device Due to limited resources, no, but day, via private email sales or enal, both topline and bottom- osition because if you search us- and, two, by signing up for our there is huge opportunity to ex- mobile-only sales, via personal- line, a testament to how strong ing a mobile device, we’re actu- emails for Orbitz insider steals, pand HotelClub in Asia. It’s been ised dynamic packaging – find- and efficient the new platform is. ally able to show you exclusive which are 72 hours every week the more challenging part of the ing new ways to work out which mobile-only rates. We call them from around mid-day Tuesday to business in the last couple of hotel and which flight to show How does it make a difference? Orbitz mobile steals and these mid-day Friday, where we select years but we recently put Tamer to customers – and reworking The speed with which we can in- are rates that are 20 to 30 per cent six to seven beautiful properties Tamar, president of ebookers, the packaging display with our novate. As an example, five years off available only on mobile. around the world that are being over that business. He’s now global platform. ago, we might have felt excited discounted 50 per cent or more responsible for both, is fully en- if we were updating our website Why do mobile bookings enjoy from the normal price. gaged and has interesting ideas. Let’s talk about that. Since join- six times a year. Last year, we up- these steals? We feel better about how it is ing Orbitz as CEO in January 2009, dated our website over 800 times Our supplier partners recognise No wonder hotel chains are fed up positioned right now. It’s a strong a key change is your new global a year – that’s more than once a that 55 per cent of our mobile with OTAs – you’re encouraging brand in Australia in particular, platform. day. It is continually changing bookings are for the same day vs the customer to book last-minute and we have a decent presence in Yes, we invested US$145 million and, within any given period, we typically 15 per cent (on website. and wait for the best deals. South-east Asia and Hong Kong, to basically put all our consum- may be testing a variety of differ- They know this inventory is go- I don’t think we’re educating so we’ll be building that up.
ttgAsia June15 p06-view from the top.indd 6 6/11/12 3:05 PM the asian luxury travel buyer’s choice
Which three names come to mind when you think of the most prestigious luxury hotel chains in the world?
Visit our webpage to participate in this short survey. The Top 40, and many other useful guides, will be featured in the inaugural issue of TTG Asia Luxury this October.
TTG Asia Luxury – the Asian luxury travel buyer’s choice of reading material.
www.ttgasia.com/luxury
Asia AD-luxury.indd 4 31/5/12 9:53 AM TIP SHEET JUNE 15 – 21, 2012 • TTG ASIA 8
Ripening markets
Toowoomba, Queensland Russia and neighbours coming up strong
By Rosa Ocampo pines relaxed visa restrictions MANILA Aside from the rap- for travellers hailing from those idly growing Russian market, countries. inbound operators in the Phil- Stutely pointed out that the ippines have started to pursue Russian market was seeing heretofore negligible markets double-digit growth and now from the rest of the accounts for about 15 Ascot, Perth Commonwealth of per cent of Blue Hori- Independent States zon’s inbound volume, Best Western (CIS), the Baltic ter- although it used to be 8 must-knows for a good holiday ritories and countries “much, much smaller”. 1 Travel with like-minded buddies who 5 One of the greatest experiences I turns 55 in Eastern Europe. Participation at share the same view on truly wanting had travelling on international coach While Russia con- European travel fairs a great time. There is no right or wrong tours is making friends from all tinues to be one of would help attract new kind of travellers: some are more over the world. I learned how older its biggest markets, Stutely: educate markets, but the private 2012 will be one of the careful with what they spend while Australian travellers age gracefully, Russia and CIS biggest years for Best delivering book- sector could do more to others are more generous. So, having how the American education system Western Australasia as ings even during the grow business by raising the right company is important. works, how Asians respect their lean months of June to August, awareness about the Philippines elders while on tour, and I have also we expand our product 2 Choose a destination which suits offering to PREMIER hotels, T.R.I.P.S Travel is diversifying to and educating the travel trade in received invites to the homes of your budget so that you need not those I met on the tour. and celebrate our 55th less-traditional markets. Russia and the CIS, he added. restrain yourself from having a great birthday in Australia. Marketing manager Felise As many CIS tourists come meal, buying a gadget that you have 6 For destinations close by, Cruz said during the first few from landlocked countries been eyeing or visiting a monument finding a resort to unwind as a From humble beginnings months of this year, T.R.I.P.S with harsh winters, they prefer that you have read so much about. FIT traveller is a good option. For in 1957, as the Motel Travel hosted groups from Lith- the sun and sea destinations in farther destinations with different 3 There is no perfect tour but a Federation of Australia, uania and the Czech Republic. Boracay, Cebu, Bohol and Pala- languages and driving styles, now over 180 Best Western positive mind will allow you to enjoy you must have a lot of time and Blue Horizon Travels & Tours wan, as well as nightlife options, your holiday even if things do not turn properties extend their CEO, Alexander Stutely, said the said inbound operators. patience if you decide on an FIT hospitality daily, across out the way you wanted. Remember you Cruz said the Russians were arrangement. Australia, New Zealand company was also getting more are going on a holiday, not on a fault- and Fiji. The Best Western tourists from CIS, such as Ka- a high-spending group that was finding mission. You want to bring back 7 A good and experienced tour brand has grown and zakhstan, Kyrgyzstan, Azerbai- easy to deal with. They save up beautiful photos and great memories, leader is not someone put on a tour evolved, and become a jan and Ukraine. The company for their winter holidays, prefer not learn to write a complaint letter. just to accompany the group. recently held a fam trip for 14 one-stop shop travel companies much-cherished icon in 4 The cost of your holiday is not 8 Bringing your three year-old Australia, as it has been Russian travel experts to Bo- and are independent travellers the price you pay when you book. It on a longhaul programme-packed part of most Australians racay and Bohol, and will offer who favour four- to five-star ac- includes all expenses incurred on the group tour can be energy draining lives, and their travelling similar trips for key partners in commodation, although three- trip that are not included in the tour because it is not easy for little ones history. CIS on a case-by-case basis. star arrangements are also be- price. Thus, ensure you take time to to keep up with the pace, schedule He added that the growing coming popular. Most of their understand the tour content. Don’t and time difference. It is better to In late 2011, we launched Russia and CIS markets could time is spent within the hotel, expect to pay for a low-capacity car and bring them when they are older and 14 new BEST WESTERN help fill the gap left by the Chi- resulting in high earnings for want it to perform like a sports car! more ready. PLUS properties, and this nese market due to the ongoing hotels on F&B and other ser- year, will launch two new PREMIER properties, the territorial dispute, if the Philip- vices. very first in Australia. These new PREMIER properties will be located in Melbourne and Perth, which are both central A-Zs of Successful Agencies Social media business and tourist locations. Our new PREMIER I love social media, and I Preferred marketing vehicle caught my attention. I hoped properties offer distinct find it especially powerful as Consumers in Asia, the US no one would see it. Unfor- style, personalised guest a marketing tool. But social and Europe use email as their tunately, it was picked up services, and will leave media marketing doesn’t re- primary communication ve- by every news service in the a lasting impression. place email marketing. In hicle. It is also their preferred country. The headline pro- most cases, both work togeth- choice to receive marketing claimed: “Email is dead”. Every Best Western hotel er so well that to engage in so- messaging as they can control This was a quote from the and motel in Australia is cial media marketing without it – opt in, opt out, delete or COO of Facebook, so perhaps located in key CBD or an email strategy can nullify ignore altogether. there was a conflict of interest. regional locations, including your impact completely. An overwhelming 95 per (Irony: Facebook launched its Sydney, Melbourne,Perth cent of Internet users aged email service soon after.) Few Brisbane, Adelaide and Darwin. Each property is Who will you ignore? between 18 and 64 use email. months later, I read that Face- individually owned and Today, your customers, pros- Most use it several times a book was dead. This made me managed, but meets the pects and stakeholders com- day, every day. More than feel better. Last month, I read strict Quality Assurance municate in various ways. half check their email over six that blogging is dead. standards that Best Western Some love Twitter, some Fa- times a day! I don’t know about you, sets for its properties. cebook, some even (gasp!) but I missed these funerals. I direct mail. Older consumers, especially still use all these tools every Each Best Western property Which segment can you An even higher percentage day, and I have a large audi- promises a friendly afford to ignore? Marketing of Internet users aged 65 and ence that does too. Australian welcome, inter- today cannot revolve around above use email. Their usage Recently, Gallup did a sur- national quality standards, your preferred communica- has more than doubled com- vey on whether people be- and the facilities you need tion style. You have to com- pared to other age groups. come less involved with email when you’re travelling for business or pleasure. municate in a style your cus- In most cases, email access as they get more involved in In this regular column, tomers and prospects like. is the sole reason they pur- social media. The result was Adrian Caruso, founder chased a computer. They want the opposite: more social me- and CEO of TA Fastrack Email: the original social to communicate with friends dia means more email. Australia, dishes out advice media and family, and email is how it In the US, over 235 million to travel experts. A former Email is still today’s common is done today. people send and read email travel agency and hotel denominator of communica- many times a day, every day. owner/operator, Caruso tion. It is the core of social Death is exaggerated Can you ignore email? Maybe now coaches travel, tourism media. More importantly, Last year, a nonsensical head- you don’t need it, as long as Australasia and hospitality businesses email allows you to monetise line in my local newspaper you already have more than throughout the region. social media. (I read it online, of course) 235 million paying customers. Vote Now For the best and brightest in the Asia-Paci c Travel Trade
e 23rd Annual TTG Travel Awards 2012
The Asia-Pacific’s most prestigious annual travel industry awards, the TTG Travel Awards returns for the 23rd year to celebrate travel in the Asia-Pacific, recognising the excellence of those who raise industry standards to new heights.
Your Vote Matters! As an industry professional familiar with the latest developments in the region, you represent the voice of the Asia-Pacific travel trade in helping us identify the organisations most deserving of the coveted Hermes trophy.
Vote for your favourite travel suppliers and travel agencies through the following voting form, or on our online voting form.
www.ttgasia.com/ttg-awards
Closing Date: 3rd August 2012
An event by: Organised by: Supported by:
TTG Travel Trade Publishing is a business group of TTG Asia Media
TTG Awards2012 Voting3pp260x380.indd 1 6/7/12 2:48 PM Award Categories VOTING INSTRUCTIONS AND GUIDELINES 1. Travel Agency Awards Winners in this category are decided by votes from industry suppliers. For Travel Agency and Travel Supplier Awards • Best Travel Agency – Australia • Best Travel Agency – China 1. Please use the correct voting form. iv. No responsibility will be accepted by the organisers for voting forms • Best Travel Agency – Chinese Taipei lost, delayed or damaged in the post. • Best Travel Agency – Hong Kong • Best Travel Agency – India Voting Form A: Travel Agency Awards v. There are no pre-nominated contenders for any voting awards. • Best Travel Agency – Indochina For voting by hoteliers, airline staff, car rental companies, cruise operators, vi. The results for TTG Travel Awards 2012 are final and no (Cambodia, Laos) • Best Travel Agency – Indonesia national tourism organisations, GDS companies and all other travel correspondence will be entertained. • Best Travel Agency – Japan professionals (except travel consultants, tour operators and destination vii. Voting forms will be tabulated and evaluated by an independent auditor • Best Travel Agency – Malaysia management companies). in Singapore. • Best Travel Agency – Singapore • Best Travel Agency – South Korea viii. The closing date is 3rd August 2012. • Best Travel Agency – Thailand Voting Form B: Travel Supplier Awards • Best Travel Agency – The Philippines For voting by travel consultants, tour operators and destination • Best Travel Agency – Vietnam management companies only. 4. Voting Form Submission • Best Corporate Travel Agency Completed voting forms are to be returned to: • Best Online Travel Agency Online Voting Forms SINGAPORE 2. Travel Supplier Awards You can opt to vote using our online form www.ttgasia.com/ttg-awards Ms Lina Tan (TTG Travel Awards 2012) Winners in this category are decided by votes instead. TTG Asia Media Pte Ltd from travel consultants and experts. 1 Science Park Road #04-07 The Capricorn Singapore Science Park II Airline Awards 2. Voting Criteria • Best North American Airline Please refer to the voting criteria for each category and title to ensure that Singapore 117528 • Best European Airline all judging is done on an equal basis. Tel: (65) 6395-7575 Fax: (65) 6536-0896 • Best Middle Eastern Airline • Best South Asian Airline • Best South-east Asian Airline 3. Voting Rules HONG KONG • Best North Asian Airline i. Only one voting entry per person is allowed – using the voting form or Ms Carol Cheng (TTG Travel Awards 2012) • Best China Airline online voting. • Best Pacific Airline TTG Asia Media Pte Ltd • Best Regional Airline ii. All votes are confidential. China.com Inc • Best Asian Low-Cost Carrier iii. Voting forms are published in TTG Travel Trade Publishing print titles 11/F ING Tower No. 308 Des Voeux Road and are available online at www.ttgasia.com/ttg-awards. Central Hong Kong Hotels, Resorts, Serviced Residences & Spa Tel: (852) 2237-7272 Fax: (852) 2806-0646 Awards HOTEL Chains • Best Global Hotel Chain • Best Regional Hotel Chain • Best Local Hotel Chain • Best Hotel Representation Company • Best Luxury Hotel Brand VOTING FORM A: TRAVEL AGENCY AWARDS • Best Mid-range Hotel Brand • Best Budget Hotel Brand For voting by • Hoteliers • Airlines • Car rental companies • Cruise HOTELS – Individual Property • Best Luxury Hotel operators • National Tourism Organisations • GDS companies • All VOTE ONLINE AT • Best Mid-range Hotel other travel professionals (except travel consultants, tour operators • Best Budget Hotel www.ttgasia.com/ttg-awards • Best Independent Hotel and destination management companies) • Best Boutique Hotel • Best City Hotel – Bangkok Criteria • Best City Hotel – Delhi • Best City Hotel – Hanoi/Ho Chi Minh City Best Travel Agency in its respective category in terms of: • Best City Hotel – Jakarta • Professionalism and excellence in staff. • Best City Hotel – Hong Kong • Best value-added services to client. • Best City Hotel – Kuala Lumpur • Best use of computer technology applications to help improve efficiency and effectiveness in services provided to client. • Best City Hotel – Macau • Best City Hotel – Manila • Best City Hotel – Seoul 1. Best Travel Agency – Australia • Best City Hotel – Singapore • Best City Hotel – Taipei 2. Best Travel Agency – China • Best City Hotel – Tokyo • Best New City Hotel 3. Best Travel Agency – Chinese Taipei • Best Airport Hotel 4. Best Travel Agency – Hong Kong RESORTS – Individual Property • Best Beach Resort 5. Best Travel Agency – India • Best Resort Hotel (Non-Beach) • Best New Beach Resort 6. Best Travel Agency – Indochina (Cambodia, Laos) • Best Integrated Resort 7. Best Travel Agency – Indonesia SERVICED RESIDENCES • Best Serviced Residence Operator 8. Best Travel Agency – Japan SPAS • Best Spa Operator 9. Best Travel Agency – Malaysia
BT-MICE Awards 10. Best Travel Agency – Singapore • Best Airline – Business Class • Best Business Hotel 11. Best Travel Agency – South Korea • Best Meetings & Conventions Hotel • Best BT-MICE City 12. Best Travel Agency – Thailand • Best Convention & Exhibition Centre • Best Convention & Exhibition Bureau 13. Best Travel Agency – The Philippines
Travel Services Awards 14. Best Travel Agency – Vietnam • Best Airport • Best GDS 15. Best Corporate Travel Agency • Best Cruise Operator Best travel agency specialising in serving the needs of corporate travellers. • Best NTO • Best Theme Attraction 16. Best Online Travel Agency 3. Outstanding Achievement Awards Best online-based travel agency offering the most user-friendly and effective interface to meet client needs. This online travel agency must also boast the best sales The winners in this category are decided by and marketing network in terms of service innovation. the TTG Asia editorial team. • Travel Personality of the Year • Destination of the Year • Most Entrepreneurial Travel Company • Best Marketing & Development Effort Name: Passport no.:
4. Travel Hall of Fame Job title: Company: The Travel Hall of Fame honours Address: organisations that have won at least 10 consecutive times at previous editions of Country: the TTG Travel Awards. These special award winners will be recognised at every TTG Telephone no.: Fax no.: annual awards presentation ceremony. Votes Email: Signature: for them will not be counted. VOTER INFORMATION
Inducted Travel Hall of Fame honoraries are: • Singapore Changi Airport (2002) • Singapore Airlines (2002) • Hertz Asia-Pacific (2005) • Royal Cliff Beach Resort, Pattaya (2006) Please refer to the next page for • Star Cruises (2008) VOTING CLOSES • Abacus International (2009) VOTING FORM B: • Silkair (2010) • Lotte Tour (2011) TRAVEL SUPPLIER AWARDS 3rd August 2012
TTG Awards2012 Voting3pp260x380.indd 2 6/7/12 2:49 PM VOTING FORM B: TRAVEL SUPPLIER AWARDS VOTE ONLINE AT www.ttgasia.com/ttg-awards For voting by • Travel Consultants • Tour Operators • Destination Management Companies
33. Best Budget Hotel Brand SPAS Airline Awards Best hotel chain operating a network of economical properties within 58. Best Spa Operator Criteria any one Asia-Pacific country. Best managed and operated spa or network of spas in the region. Best airline in its respective category in terms of: • Providing the best service, network and schedules. • Most agent-friendly in terms of reservations, confirmations and commission payments. HOTELS – Individual Property • Most professional sales and marketing team in terms of innovative 34. Best Luxury Hotel BT-MICE Awards ideas, incentive programmes and servicing. Best hotel catering to the upmarket traveller. This hotel must also Criteria boast the best visual appeal and ambience reflecting upmarket • Best services and facilities catering specifically to the BT-MICE 17. Best North American Airline status. market. Best airline based in North America operating Asia-Pacific routes. • Most professional sales and marketing team in terms of innovative ideas and servicing the BT-MICE market. 35. Best Mid-range Hotel • Most desirable and attractive incentives and value added services to 18. Best European Airline Best mid-range hotel catering to the traveller who seeks three- to four- business travellers and MICE planners. Best airline based in Europe operating Asia-Pacific routes. star quality and comfort. 59. Best Airline – Business Class Best business class airline across the board. 19. Best Middle Eastern Airline 36. Best Budget Hotel Refer to Airline Criteria. Best airline based in Middle East operating Asia-Pacific routes. Best hotel catering to the budget traveller.
60. Best Business Hotel 20. Best South Asian Airline 37. Best Independent Hotel Best hotel catering to the business traveller. Best airline based in the Indian subcontinent operating Asia-Pacific Best non-chain (ie not part of a network of properties) hotel. Refer to Hotel Criteria. routes.
38. Best Boutique Hotel 61. Best Meetings & Conventions Hotel 21. Best South-east Asian Airline Best small, fashionable and unique hotel. Best hotel catering to meeting and convention needs. Best airline based in Brunei, Cambodia, Indonesia, Laos, Malaysia, Refer to Hotel Criteria. Myanmar, The Philippines, Singapore, Thailand or Vietnam operating Asia-Pacific routes. 39. Best City Hotel – Bangkok 62. Best BT-MICE City The city most friendly and desirable to business travellers and for 22. Best North Asian Airline 40. Best City Hotel – Delhi MICE planners to host their events. Best airline based in South Korea, Japan, Chinese Taipei, Macau or Hong Kong operating Asia-Pacific routes. 41. Best City Hotel – Hanoi/Ho Chi Minh City 63. Best Convention & Exhibition Centre • Best facilities. 23. Best China Airline • Best value for money. Best airline based in China operating Asia-Pacific routes. 42. Best City Hotel – Jakarta • Most flexible in catering to MICE planners. • Most professional sales and marketing team in terms of innovative ideas and servicing. 24. Best Pacific Airline 43. Best City Hotel – Hong Kong Best airline based in the Pacific operating Asia-Pacific routes. 64. Best Convention & Exhibition Bureau 44. Best City Hotel – Kuala Lumpur • Most efficient, flexible and friendly in terms of response to 25. Best Regional Airline enquiries and information.
Best airline based regionally operating Asia-Pacific routes. • Most effective in raising awareness of MICE at government and 45. Best City Hotel – Macau community levels.
• Most professional sales and marketing team in terms of innovative 26. Best Asian Low-cost Carrier ideas and servicing. Best airline based in Asia-Pacific that operates on a low-cost 46. Best City Hotel – Manila strategy.
47. Best City Hotel – Seoul Travel Services Awards 48. Best City Hotel – Singapore Criteria Hotels, Resorts, Serviced Residences • Best product, services and facilities. & Spa Awards • Most professional sales and marketing team in terms of innovative Criteria 49. Best City Hotel – Taipei ideas and servicing. Best Hotel Chain in its respective category in terms of:
• Most consistent in products and services. 65. Best Airport • Most professional sales and marketing team in terms of innovative 50. Best City Hotel – Tokyo • Best facilities. • Most user-friendly, efficient and hassle-free immigration. ideas, incentive programmes and servicing. Best Hotel/Resort/Serviced Residence/Spa in its respective category in • Most organised baggage claim. 51. Best New City Hotel terms of: • Best planned floor layout, with easy ground access. Best city hotel that opened in 2011/2012. • Best services and facilities. • Best range of value-added benefits. 66. Best GDS (Global Distribution System) • Most professional sales and marketing team in terms of innovative 52. Best Airport Hotel • Most comprehensive network offering ease of operation and user ideas and servicing. Best hotel – located within the vicinity of an airport – that caters to friendliness. travellers in transit. • Most efficient and reliable system. HOTEL CHAINS 27. Best Global Hotel Chain Best hotel chain operating a network of properties globally. 67. Best Cruise Operator RESORTS – Individual Property • Best product in terms of service, routes and schedules. 53. Best Beach Resort • Best onboard programme and facilities. 28. Best Regional Hotel Chain Best resort located by a beach. This resort must also boast the best • Most agent-friendly in terms of reservations, confirmations and Best hotel chain operating a network of properties in the region. visual appeal and ambience reflecting local flavour. commission payments. • Most professional sales and marketing team in terms of innovative
29. Best Local Hotel Chain ideas, incentive programmes and servicing. 54. Best Resort Hotel (Non-Beach) Best hotel chain operating a network of properties within any one Best resort not located by a beach. This resort must also boast the Asia-Pacific country. best visual appeal and ambience reflecting local flavour. 68. Best NTO (National Tourism Organisation) • Most efficient, flexible and friendly in terms of response to
30. Best Hotel Representation Company enquiries and information. 55. Best New Beach Resort Best company providing the most agent-friendly products and • Most effective in raising awareness of tourism at government and Best beach resort that opened in 2011/2012. services and showing the best marketing effort in generating sales for community levels. member hotels via agents. • Most professional sales and marketing team in terms of innovative ideas and servicing. 56. Best Integrated Resort Best hotel offering comprehensive accommodation, shopping, dining, 31. Best Luxury Hotel Brand Best hotel chain operating a network of luxurious properties within entertainment and sports. 69. Best Theme Attraction any one Asia-Pacific country. • Best ambience. • Best facilities and services. • Most professional sales and marketing team in terms of innovative 32. Best Mid-range Hotel Brand SERVICED RESIDENCES ideas and servicing. 57. Best Serviced Residence Operator Best hotel chain operating a network of mid-range properties within any one Asia-Pacific country. Best serviced property catering to mid- and long-term staying guests.
Name: Passport no.:
Job title: Company: Address: VOTING CLOSES Country: Telephone no.: Fax no.: 3rd August 2012 Email: Signature: VOTER INFORMATION
TTG Awards2012 Voting3pp260x380.indd 3 6/7/12 2:49 PM HOTELS China centric or eccentric?
move by a slew of ho- changed so much in the past cou- tel chains to have their ple of years? I don’t think so.” Abrand names and prod- Asked what he’d do today, An- ucts sing to the tune of Chinese gelini said: “I would use the same guests, with two well-known brand or brands that the com- players even launching new Chi- pany uses all over the world. The nese brands, raises interesting location’s potential and the lo- questions: cal spending power dictate if it Aren’t great brands sup- would be a five star product or posed to be aspirational across three or four stars based on the geographical boundaries – ever brands I have.” seen the LVMH conglomer- Similarly, Starwood Hotels & ate launching Chinese-specific Resorts Worldwide president and brands? CEO, Frits van Paasschen, pooh- Do Chinese consumers want a poohs the need for a Chinese new Chinese hotel brand? After brand, even though he is smit- all, a May 2012 report by CAP tened by Asia, China in particu- Strategic Research shows the top lar, which helps Starwood build 10 hotel brands – as rated by 300 better hotels. ‘super-rich’ Chinese consumers “I don’t think of our brands as (average annual household in- being Western brands, but global come of US$136,000) and 330 brands,” said van Paasschen. ‘affluent’ consumers (average “The key to having a global annual household income of brand is to appeal to basic hu- US$67,000) in Beijing, Shanghai man needs that cut across cul- and Guangzhou – are interna- tures, ages, generations and in- tional names such as Shangri-La, comes. So a desire to have a sense Hilton, Ritz-Carlton and Shera- of wellness and refuge in a hotel, ton. None of the homegrowns a desire to be extravagant, to feel made it to the list. like you are in a creative atmos- Are some hotel chains pander- phere – those things cut across ing too much to China that they cultures. have to launch Chinese brands? “The more important thing Does it mean then that there is a is not having a Chinese brand, need for Indian, Indonesian, etc, or Japanese or French. It is hav- brands? ing global brands that work any- Will international guests feel where in the world,” he said. comfortable staying with brands specifically designed for Chinese Interpret, not replace guests? Mövenpick Hotels & Resorts The race to capture the vast president and CEO, Jean-Gabriel China opportunity has had Pérès, told TTG Asia “there is just chains carving out two different one brand – Mövenpick”, despite strategies. localising the name to Rui Xiang One camp, which includes and adapting the product to Chi- Mövenpick Hotels & Resorts and nese guests. Accor (see box, Who does what), “We know that to do business stops at localising the name and effectively in the Chinese market, Hualuxe Hotels & Resorts product to suit Chinese clien- we need to interpret the brand tele. The other, which includes and provide Chinese guests with InterContinental Hotels Group the aspirational experience they (IHG) and General Hotel Man- would expect from a country agement (GHM), believes China such as Switzerland,” said Pérès. and Chinese hospitality can The chain is talking to a “grow- spawn new hotel brands, with ing number” of Chinese guests in IHG even envisioning its Hua- its Swiss hotels to understand, for luxe can go outside China and be example, what they enjoy about a global brand one day, the way Swiss cuisine – “but more impor- its Holiday Inn, which originated tantly how they would like to see Smits: “I see a huge opportunity Van Paasschen: “Global brands Angelini: “Has the market demand in the US, has travelled far and it interpreted at home”. for Hualuxe in South-east Asia.” work anywhere.” changed so much?” wide. It expects business at its three upcoming hotels in China to be Puzzled majority Chinese initially but to president, Jennifer Fox, said Different positions Explained Jan Smits, IHG’s But Giovanni Angelini, former “over time encourage our broad sister brands Raffles Hotels & IHG, in comparison, is in a dif- CEO for Asia, the Middle East & Shangri-La Hotels & Resorts’ mix of international customers Resorts and Swissôtel were well- ferent position, already the larg- Africa: “India is a slightly differ- CEO who led the chain’s expan- to explore some of China’s more positioned in China. “We (Fair- est international hotel group in ent market. The whole of India sion in China, is puzzled by the interesting destinations”. mont) are not currently thinking China operating more than 160 has only 150,000 branded rooms need to localise one’s brand in Asked if non-Chinese guests of any separate brands, especially hotels across 60 cities with five today; compare that to 100,000 China, let alone launch a Chinese would be happy at Rui Xiang, Pé- when we hope to tap the China brands. branded rooms in New York city brand. rès said: “The Swiss are famous outbound market to stay in our With China’s insatiable hotel alone. India has a long way to go He recalled: “From my experi- for their ability to work across properties worldwide. But who development, it believes there is yet to get scale. I’m just opening ence, we never encountered dif- cultural borders, and we bring knows. room for another brand. With my first Holiday Inn Express in ficulties with this in the past. In this skill to the way in which we “At this stage we hope to Hualuxe, IHG is the first global India in September; a lot of my most cases, the local authorities operate our hotels. For Western maximise our brand’s potential. chain to seed a brand in Asia, a brands are not deployed yet. and local developers in China guests visiting Mövenpick prop- Compared to other hotel brands, prospect seen a long time com- “China on the other hand is were proud to have a recognised, erties in China, the traditional we are a latecomer. The Chinese ing, since most international in a different stage of growth. international brand name in Swiss expertise will be evident to luxury travel market continues brands had originated from the We honestly see an opportunity their area and always preferred help make their stay as pleasur- to grow and we have to compete West and transported to the for a new upscale brand to ser- an international brand versus a able in the way they have come to by offering new experiences they booming East. vice the scale in China, where the local brand name. expect.” can’t get from the domestic mar- So why China and not, say, domestic market is expected to “Has the market demand Fairmont Hotels & Resorts’ ket.” India? reach 3.3 billion people in 2015,
ttgAsia June15 p12-13 Hotels-rh v2.indd 12 6/11/12 2:59 PM JUNE 15 – 21, 2012 • TTG ASIA 13
China’s growth as a world destination and as a visitor source for the world has ignited a feeding frenzy among international hotel chains to localise their China centric or eccentric? brands and even launch new Chinese brands. Raini Hamdi reports Who does what General Hotel Management: Ahn Luh This is an entirely new brand, created by Beijing Tourism Group chairman Duan Qiang, Great Ocean Group founder Whitney Duan and Amanresorts founder Adrian Zecha, who co-founded GHM with Hans R Jenni. Positioned as an upscale brand, Ahn Luh will cater “to the world’s most discerning travellers, as well as the growing Chinese tourism market”, said the partners. The Ahn Luh group’s first project is Ahn Luh Dujiangyan in Chengdu. The Dujiangyan Irrigation System, along with Mount Qingcheng, are on the UNESCO World Heritage List. Ahn Luh resorts will be a fusion of old-world Chinese hospitality with contemporary elegance while contributing to an eco-friendly environment. Each is “handcrafted” to incorporate the arts and culture of its particular locale. The resorts typically have 50 to 100 rooms and villas, with room sizes from 60m2 to 120m2. There are private villas and residences. Features include ‘dian xin’ breakfast, all-day Chinese-style tapas bar, indoor and outdoor pools, a library and cigar lounge, airport concierge and a fleet of Wi-Fi-enabled cars. Each hotel will also house a retail shop selling regional goods and traditional Chinese medicine, a spa, a tai chi centre and meeting facilities for executive retreats. Future developments are in major cities and tourism destinations throughout China. In the pipeline are hotels in Beijing, the Pearl River Delta and south-west China. Ahn Luh literally means ‘a peaceful and tranquil forest setting at the foothill of a mountain’.
InterContinental Hotels Group (IHG): Hualuxe Hotels & Resorts This is an entirely new brand designed specifically for the Chinese traveller. Hualuxe means ‘majestic China and luxe’. It will offer what IHG believes, through research, are the four priorities for Chinese guests: tradition (reflected in hotel design, welcome experience, tea culture, F&B, etc); rejuvenation (natural surroundings – think lobby gardens and resort bathrooms even); status (VIP arrival, unique Club Lounge, specialty F&B hosts, etc); and familiar spaces (multi-function suites, rejuvenation centre, tea house, etc that are conducive for social interactions and business meetings). Hualuxe will launch initially in tier one, two and three cities and resort locations in China. In time, it will open in major cities elsewhere in the world so Chinese travellers can have the same experience abroad. The first Hualuxe is expected to be open in late 2013/early 2014. IHG expects the brand to be in over 100 cities in China in the next 10-15 years.
Mövenpick Hotels & Resorts: Rui Xiang Integrated a Chinese name, Rui Xiang, into the Mövenpick brand, which remains prominent. Rui Xiang is feng shui-checked and literally means ‘brings you enjoyment and luck with Swiss quality’. Hotels in China will adapt to Chinese guests’ tastes. Cuisine for example, is a fusion of Chinese, international and specifically, Swiss-inspired touches. Lobbies, public spaces for entertaining and room design will have Chinese sense of place. The chain’s first opening will be a 380-room resort in Sanya next year, followed by a 300-room hotel in Jiading, a rapidly growing business hub of greater Shanghai. In 2015, it anticipates a unique offering in Chifeng, we develop one, it’s for good gateway to Inner Mongolia, where it will operate not only a hotel but a rest state guesthouse with a Chinese reason and we do enormous restaurant and VIP Club. amounts of research and con- Mövenpick has also unveiled a Mandarin website and appointed a vice president development, Sunny Li, sumer insights before we do it.” based in Shanghai. GHM’s Ahn Luh joint ven- ture, meanwhile, is strategic in giving it access to funds and spe- Accor: Grand Mercure (Mei Jue) cial locations in China, where it Tweaked its Grand Mercure logo, incorporating the Chinese name, Mei Jue, and Grand Mercure can continue to create destina- underneath it. Pérès: “There is just one brand – tions in themselves rather than Sticks to the Grand Mercure proposition as an upscale brand anchored around connection Mövenpick.” hotels, according to observers to local area through relationship with local art and culture and walking tours. In China, this (GHM’s president Hans R Jenni is enhanced. The first hotel adapted to the new positioning, Grand Mercure Shanghai Zhongya, has employees is not available for comment at conversant in Shanghainese. press time). Name badges bear Chinese characters, followed by a pinyin translation, enabling staff to use their given and to service Chinese consum- Its partner, Beijing Tourism names. Guests are welcomed by staff wearing qipao, a traditional evening dress. Signature services include daily ers wherever they go. Outbound Group, is China’s first provin- tai chi lessons, and free head and shoulder massages for guests staying on premium floors. trips from China are projected cial-level, wholly state-owned Accor’s nine other Grand Mercure hotels in China are due to adopt the new identity. The chain plans to have to grow from 10 million to more tourism enterprise. The other, 65 Mei Jue hotels by 2015. than 100 million in the next 10- Great Ocean Group is a Beijing- 15 years (citing UNWTO predic- based private holding company tions). which invests in real estate pro- Starwood Hotels & Resorts Worldwide “I see a huge opportunity jects in China that are respectful Launched a Starwood Personalized Travel programme to cater to the unique needs of Chinese guests traveling for Hualuxe in South-east Asia, and responsible towards the en- abroad. The programme, which has debuted in some 20 Starwood hotels worldwide to date, features teapots for example, which gets a lot of vironment and history. for brewing Chinese tea, packets of instant noodles, translated welcome materials and travel guides, on-site Chinese visitors. Over time, I Ahn Luh banks on UNWTO translation services, Mandarin-language restaurant menus and familiar favourites such as congee, a staple in believe Hualuxe can become an predictions that China will be- Chinese breakfast. Programme is communicated to guests upon check-in. international brand. Look at Taj come the world’s most visited or Oberoi – they originated from country and caters to both the India but became global brands.” world’s “most discerning” travel- Hilton International Added Smits: “We don’t de- lers and Chinese guests. Hilton International’s Huanying, which means ‘welcome’, debuting in San Francisco on August 16, will provide velop brands very often. The last, China makes the world go have a front desk staff fluent in Mandarin, a dedicated Chinese television channel and an extensive selection of Indigo, was 10 years ago. When round. Chinese breakfast dishes. Some 30 Hilton properties have enrolled in the programme.
ttgAsia June15 p12-13 Hotels-rh v2.indd 13 6/11/12 2:59 PM REGIONAL AIRLINES JUNE 15 – 21, 2012 • TTG ASIA 14 China’s big four lift off Sim Kok Chwee navigates readers through the evolving fleet of major Chinese airline groups
he aviation landscape in China is Despite a hungry domestic market, as China’s airline industry evolves, it could tourism remain strong. China has also re- dominated by four main airline China’s industrial production is slow- be a driving force in global aviation.” ported a GDP growth of around seven per Tgroupings, namely Air China, ing in 2012, and its economy seems to be Yet he warned of issues related to air- cent year-on-year, higher than most major China Southern Airlines, China East- headed for a not-so-soft landing. space control and congestion in the ‘air- trading nations. When China returns to ern Airlines and Hainan Airlines, which However, CEO of IATA, Tony Tyler, re- port golden triangle’, an area bounded by its high-growth trajectory, one can expect have their bases in Beijing, Guangzhou, mains confident of China’s role. He said: Beijing, Shanghai and Guangzhou. to be dazzled by its sheer numbers again. Shanghai and Haikou respectively. “With over a quarter of the world’s travel- Although the weakening economy is a The following tables represent a snap- However, today their subsidiary com- lers expected to be Chinese by 2015, and concern, China’s inbound and outbound shot of where China’s big four are headed. panies are sprinkled all over China and have begun operating services from each Photos by Paul Spijkers CHINA EASTERN AIRLINES other’s bases. Associated Airlines A few private airlines have also man- Aircraft CHINA BUSINESS SHANGHAI JOY AIR CHINA aged to gain a foothold, such as Number EASTERN JET UNITED Sichuan Airlines, which has major A 1 14 stakes in Chengdu Airlines and Hebei Airlines; the budget Spring Airlines; Okay A 20 125 Airways; and Juneyao Airlines. A 21 22 China’s carriers have also become CHINA SOUTHERN AIRLINES A 0 200 10 highly sought after by the world’s air- Associated Airlines A 0 00 15 line alliances. Air China is a Star Alli- A 0 00 4 ance member while Skyteam has snared Aircraft CHINA CHONGQING XIAMEN Number SOUTHERN China Southern Airlines, China Eastern A 0 00 5 Airlines, Shanghai Airlines and Xiamen A 1 41 A 00 Airlines. Oneworld alliance is the odd A 20 0 5 A I A 0 one out without a member airline from A 21 5 00 1 China, although the alliance has a hold in A 0 200 15 00 45 2 Hong Kong. A 0 00 00 1 Not long ago, China was the engine of growth for aviation, travel and tourism in A 0 00 2 5 200 10 Asia-Pacific and the world. As foreign air- A J21 00 00 4 lines made a beeline for Chinese coastal 00 25 00E cities and second-tier destinations like 00 5 1 00E 20 Chengdu, Wuhan, Chongqing and Shen- 00 5 5 0 ombardier J200 5 yang, Chinese carriers reported sterling 5 200 1 financial results. ombardier 00 1 But by 2011 when the US and Europe- 200 4 ombardier G E 1 an economies softened, Asian economies 200E Embraer E J 1 5 10 began to weaken and airlines’ earnings 00 Embraer egacy 50 1 became a barometer of this trend. Asian 200E Gulfstream G200 1 airlines such as Cathay Pacific Airways, Embraer E J1 5 Gulfstream G550 2 Singapore Airlines and China’s main air- lines faced massive decline in earnings. Embraer E 1 0 12 aw er 00 1 *Aircraft on order AIR CHINA HAINAN AIRLINES Associated Airlines Associated Airlines Aircraft Aircraft GRAND DEER AIR DALIAN SHANGDONG TIBET BEIJING SHENZHEN KUNMING HENAN HAINAN CAPITAL LUCKY AIR TIANJIN WEST AIR Number CHINA Number CHINA JET A 1 1 A 1 24 4 2 A 1 5 A 20 1 4 5 A 20 21 1 51 2 A 0 200 1 A 21 5 A 0 00 4 A 0 200 2 A 0 00 A 0 00 1 00 4 A 0 00 00 5 A 50 00 10 00 00 1 00 J 2 00 1 4 00 0 00 J 1 00E 00 0 1 15 44 00 10 00 5 ombardier 05 1 00 4 ombardier G E 1 00 ombi 5 ornier 2 JET 2 Intercontinental 5 Embraer E J1 5 25 5 200 Embraer E 1 0 45 200 10 Falcon 1 00E 12 Gulfstream I 4 ombardier J200 5 Gulfstream ombardier J 00 2 Gulfstream G200 ombardier 05 1 Gulfstream G 50 1 ombardier G E 1 Gulfstream G550 12 Embraer E 1 0 4 aw er 00 4 Falcon 2 aw er 50 2 Gulfstream G200 1 aw er 00 Gulfstream G 50 5 aw er 000 2
ttgAsia June15 p14 Regional Airlines JTgc.indd 14 6/12/12 3:11 PM SINGAPORE: BRIEFING JUNE 15 – 21, 2012 • TTG ASIA 15 Gardens by the Bay Gardens by Gardens by the Bay is the latest addition to the necklace of attractions downtown
Rising expectations Buoyed by strong visitor arrivals, Singapore pushes for greater growth in quality tourism. By Linda Haden
of which two-thirds will be 11.4 per cent to reach S$258.70, Bangkok in July, Tianjin in Au- Arrivals Singapore’s pumped into seeding new tour- while occupancy rate hit 87 per gust, and Tokyo and Taipei in tourism industry continues to ism ventures and projects, while cent, one per cent higher than October. flourish, with visitor numbers the rest, tourism-related educa- the previous year. The Budget Terminal will shut rising 14.6 per cent in 1Q2012. tion initiatives. Growth may moderate slightly in September to make way for Taiwan, one of the city’s top 20 Following its first differenti- this year. Room rates are expect- the construction of the new Ter- source markets, posted the larg- ated marketing campaign for ed to hike five to 10 per cent this minal 4, expected to be opera- est increase at 44.7 per cent, fol- China last year, STB launched year, while occupancy will reach tional by 2017. lowed by China, which grew 31.6 the Get Lost and Find the Real 83 to 86 per cent, according to a Changi Airport recorded 12.3 per cent. Thailand was the only Singapore campaign in Sydney, recent CBRE Hotels study. million passenger movements key market to shrink, dipping 4.5 Melbourne and Perth in March However, developers continue in 1Q2012, 12.9 per cent higher per cent. to highlight the nation’s offbeat to be confident in investing in than the same period in 2011. The Singapore Tourism Board offerings and to overturn Aus- the city. (STB) projects arrivals of 13.5- tralians’ perception of Singapore Eric Levy, managing director, 14.5 million visitors and up to as a stopover destination. Tourist Solutions International, Cruise Singapore’s sec- S$24 billion (US$18.7 billion) in The third campaign, The Hol- said: “Singapore is considered to ond cruise terminal, Marina Bay tourism receipts in 2012, signify- iday You Take Home With You, be a safer bet. RevPAR per square Cruise Centre Singapore, began ing a potential year-on-year rise targets the Indian market, spot- footage is better than other Asian operating on May 26, welcoming of 10 per cent and eight per cent lighting four types of enriching “It’s great that STB cities and the country remains the largest-ever ship to home- respectively. experiences – family fun, active is focusing on qual- stable, economically and po- port in Asia. Royal Caribbean In- Visitorship at key attractions lifestyle, culinary and romance. litically. There’s certainly a lot of ternational’s Voyager of the Seas grew 7.3 per cent to 49.7 mil- STB also has a new chief ex- ity tourism. Singapore opportunity here for modest, se- was the first ship to dock at the lion between 2010 and 2011, al- ecutive, Lionel Yeo, from this cure returns, given the good pace terminal, which is set to be fully though tourists and foreigners month. needs it and STB of growth in tourism arrivals.” operational by year-end. comprised slightly less than half wants to help firms of the figures, according to the Association of Singapore Attrac- Hotels Singapore’s that can make this a Access Both China MICE 2011 was a stellar tions. room supply is set to grow 4.2 Eastern Airlines and SilkAir year for Singapore, which hosted per cent year-on-year between reality.” launched flights from Singapore 2,130 conventions, conferences 2011 and 2014, as outlined by to Wuhan in April. Hainan Air- and tradeshows, up 46 per cent NTO In March, STB un- Horwath HTL. By 2014, the city Janet-Tan Collis lines started a new service to Tai- from 2010. veiled its new vision and strategy will have 47,129 rooms, just over Chief executive yuan via Haikou in May. As part of its new five-year to seal Singapore’s position as a half of which will be in the mid- East West Executive Travellers Scoot, Singapore Airlines’ low- strategy, STB will partner MICE quality, world-class destination. tier category. As of 2011, Singa- cost offshoot, commenced flights players to co-create and anchor The NTO has allocated S$905 pore had some 41,624 rooms. to Sydney and Gold Coast – the signature content. Some S$300 million for industry develop- STB’s preliminary results for latter a new link – this month. million has been allocated to ment over the next five years, 1Q2012 showed that ARR rose The carrier will debut flights to boost the MICE sector.
ttgAsia June15 p15 Singapore Briefing_LXgcky.indd 15 6/12/12 3:14 PM SINGAPORE: BRIEFING/INSIDER JUNE 15 – 21, 2012 • TTG ASIA 16 Leaping over barriers Tourism sector needs to tackle shortcomings in service and HR to be ahead, reports Linda Haden
What does Singapore need to meet all HR requirements.” rooted negative perceptions roles that impart a broad range Which areas do you need as- do to have an edge over other (of the sector),” said Bill Black, of skills, and provide inspiring sistance from STB? Local 1destinations? Singapore pos- What challenges need to be president, SilverNeedle Hospital- mentors, he suggested. 4trade members felt that STB sesses several advantages, but overcome? Despite Singa- ity, at the recent PATA Hub City could do more in marketing Sin- these have to be complemented 2pore’s constant evolution Forum in Singapore. As part of its quality tourism gapore overseas. by high-quality services. of its tourism products, indus- Meeting the needs of a Gen Y push, the Singapore Tourism Law said: “STB should con- Tour East group vice presi- try observers concurred that the workforce is another challenge. 3Board (STB) wants to attract solidate their resources and work dent of sales and marketing, Judy global firms to set up operations hand-in-hand with inbound Lum, said: “Inbound travel con- here. What do you think? Samson consultants to stimulate market sultants should set a high stand- “Inbound travel consultants should set a high Tan, CEO, GTMC Group, said: share by responding to market ard for themselves, build up a de- “This does not make sense from changes – there’s a need to bring pendable reputation, and ensure standard for themselves, build up a dependable a business perspective. Looking back joint (marketing) cam- speed and efficiency in respond- reputation, and ensure speed and efficiency in at the economic uncertainties in paigns and tradeshow support. ing to RFPs. Europe and the US, it is quite a They should not leave the indus- “You can have the most com- responding to RFPs.” big risk for overseas players to try to its own devices.” pelling destination but if local venture into new territories. It is Judy Lum On the other hand, Lum sug- consultants do not respond well, Group vice president of sales and marketing, Tour East more likely that a foreign com- gested that STB should revamp do not seem capable of meeting pany would take over or initiate a the Tourism Technology Fund expectations or use poor-quality joint venture with local parties to scheme to make it easier for firms equipment, then overseas con- city’s aim to become a world- Mohd K Rafin, senior vice enter Singapore.” to adopt innovative measures. sultants will think twice before class destination is undermined president, Park Hotel Group, Dennis Law, Star Holiday She said: “First and foremost, sending their clients over.” by a lack of quality manpower. said: “Gen Y-ers are sharp and Mart managing director, said outline the qualification criteria Janet Tan-Collis, chief execu- This shortage is set to worsen, as smart, and they want to be on foreign players new to Singapore so that consultants do not waste tive, East West Executive Trav- the city-state’s workforce is pro- the fast track to managerial roles. and Asia would struggle to make time (applying). Secondly, set a ellers, shared a similar stance: jected to contract in 2017 due to We’ve adapted to their needs but their mark. He said: “You need time limit for approval so that “Firms have to focus on quality fewer births. many others have not done so. in-depth, first-hand local knowl- consultants can proceed with or and offer personalised, bespoke “It is very difficult to find in- It’s time (for the sector) to take edge to be successful. It’s not without funding. Finally, STB services to stay one step ahead. dividuals, particularly locals, stock.” something that happens over- should ensure that personnel Technology cannot replace or willing to take on roles in tour- To retain younger staff, the night. Local players will always reviewing the application under- replicate the human touch and ism and hospitality due to deep- trade should craft multi-faceted have the upper hand.” stands the (travel) business.”
Checking in Singapore Marriott Hotel This rchard squarely in front of the snug oad icon now king-sized bed on a wood-pan- sports a fresh elled wall. A sleek iPod/iPhone interior after dock sat on a bedside table – a a multi million boon for Apple aficionados like me. Two pairs of black By- dollar facelift Linda Haden ford socks were stashed in a chec s in and gives her ver sideboard for absent-minded dict on the hotel’s new loo (male) business travellers. Al- though these items were not was one of the most elaborate I Cantonese classics including Name Singapore Marriott Hotel LOCATION Housed in a re- listed on the minibar menu, I had ever seen. Hot Asian and dim sum are available at Wan No. of rooms 393 gal, pagoda-like structure at the later discovered that they were international dishes were served Hao, while guests looking for Rate From S$420 (US$329) a night corner of a bustling intersection, chargeable. in bright orange Le Creuset cast- an evening pick-me-up should for a Deluxe room Singapore Marriott Hotel is ap- A handy vanity area was iron casseroles placed atop elec- head to the Living Room, con- Contact details proximately a 25-minute drive tucked in a corner of the com- tric hobs, while an impressive cealed behind the lobby. Tel: (65) 6735-5800 from the airport and 15 minutes pact bathroom. Although there array of fresh salads, cold cuts, Fax: (65) 6831-4774 from the Central Business Dis- was no bathtub, there was a rain crusty breads, delectable pastries FACILITIES Recreational fa- Website: www.marriott.com/hotels/ trict. It sits in the same building and handheld shower. Bulgari and fruit juices adorned the cold cilities include an extensive 24- travel/sindt-singapore-marriott- as the flagship Tangs department toiletries, exclusive to the Execu- buffet table. hour gym and swimming pool, hotel store. Orchard MRT station, tive floor and suite guests, were Crossroads Café, which fea- both of which were refurbished which is connected to the ho- arranged neatly next to the sink tures a new menu, has also been in 2009. The in-house spa – op- tel via a cavern of underground and on a shelf in the shower. revamped to resemble a modern erated by The Retreat Spas Sin- Standing at 706m2, the Grand passages, is a mere three-minute In-room Wi-Fi or Ethernet European bistro. gapore – appeared a little worn, Ballroom is the hotel’s largest walk away. access costs an eye-watering Guests seeking a laid-back and I was sorely disappointed function space, seating a maxi- S$26.75 (US$20.90) per day. dining experience should head that the Jacuzzi in the women’s mum of 600 pax. ROOMS The bright, newly re- Fortunately, the Executive to the al fresco Pool Grill on the changing room was closed for furbished rooms are swathed in lounge on the 27th floor offered fifth floor, which serves con- repairs during my stay. The spa SERVICE All staff members beige and brown tones, accented free access. temporary European cuisine. menu featured packages tailored were friendly, polite and profes- by greys and navy blues, giving The Executive Set Lunch that I for men but there was none for sional. They were able to answer it a distinctively sombre, mas- F&B Marriott Café has been sampled was fresh, wholesome women, another telltale sign my questions adequately and at- culine appearance. In contrast, given a complete overhaul, with and tasty, definitely a value-for- that the Marriott’s guests are tended to my requests promptly. the bathrooms, decked in pale the garish black-and-gold décor money and excellent choice for predominantly male. granite, exude a sophisticated, giving way to muted shades of health-conscious travellers like Meeting facilities have yet to VERDICT A straight-laced relaxed feel. brown and beige. Open daily me. be upgraded, and no plans are business hotel for the no-non- My 35m2 Executive room on from 06.00 to 22.00, the restau- Java+, Marriott’s newest all- in place to refurbish function sense businessman, equipped the 30th floor looked out onto rant now boasts an open kitchen day dining outlet, serves a broad spaces in the near future. The with all the amenities that make the busy traffic traversing Scotts and multiple live cooking sta- range of sandwiches, pastries hotel boasts 13 meeting rooms, for a comfortable and pleasant Road. A 37-inch LCD TV hung tions. The café’s buffet breakfast and coffee. totalling an impressive 1,482m2. stay.
ttgAsia June15 p16 Singapore Briefing2_LXgc.indd 16 6/11/12 2:54 PM MKT1133_ShowTimeMeeting_Package_Offer_TTG_ASIA Size: 380mm x 260mm (5mm bleed all around)
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10 Bayfront Avenue, Singapore 018956 | www.MarinaBaySands.com SINGAPORE: INSIDER A La Carte Productions First person Singapour Sabre d’Or, featuring the Grand Masters of Chinese cuisine, closes the Summit
Top chefs love Singapore, discovers Raini Hamdi, who speed-dated them at the just-concluded World Gourmet Summit 2012 Singapore a new magnet for masterchefs Top chefs are loving Singapore, which can Michelin chef who moved to Singapore in so many years and have lots of friends here. serve foie gras with chilli powder, star ani- only mean one thing: the melting pot is January and will be launching new restau- My family and I feel good here,” said Mé- seed, curry masala and semolina. Guests bubbling, the dining scene is becoming far rants here under Délicae Hospitality Man- nard. “Nothing is grown in Singapore, but love it. They also asked me, how is it that livelier and more fascinating than visitors agement, why he chose the Lion City and it has the tradition of the people. That’s you have venison in Indian cooking? Well, imagine it to be, and the destination can not China. His answer made me realise how you get the flavours of the melting venison is eaten in Rajasthan. rightly bill itself a gourmand paradise. Michelin-star chefs are human too. pot; that’s the way America was created. “Next, I want to bring in tandoori croc- I asked Bruno Ménard, a three-star “I love Singapore. I have come here for You have fantastic and fresh products odile, or maybe tortoise, which is also in- from all over the world; you can spend $2 teresting. Guests want something different on street food or $600 at Robuchon. all the time.” “Singapore is booming today. Ten years Another local chef, Janice Wong of ago, only the banks came. Today, people 2am:lab, was introducing “edible instal- are coming not just to see their banks, but lations”, where guests in a, say, cocktail for leisure. Also, the population has grown reception, are brought into a space or from three to five million and will contin- area and eat off the walls and ceiling. The ue to grow, so I see a lot of potential. Ten event, Food Revolution 2012, was held at years ago, Singapore was not known as a Suntec Singapore from May 24-29. Said place you can eat well. Today, all the chefs Wong: “The idea is to inspire you and to in the world visit at least once because of make you remember the event. How of- events like this (the World Gourmet Sum- ten do we have canapés and champagne at mit) and they want to come back again.” networking cocktails. With edible installa- Events such as the Summit are a con- tions, people tend to interact with a piece gregation, where fine talent in cooking of art, but also with each other. It’s meant and new F&B ideas are worshipped. This to be fun and memorable. It combines year’s Summit, the 16th edition, saw 15 food and art, which is the big trend now. visiting masterchefs from Australia, Chi- “Increasingly, people are not satisfied na, Denmark, France, Italy, Japan, Peru, with just good food. Then again, if people Russia, Spain, the UK and the US. And don’t expect more, there is no growth.” how exciting the F&B scene turned over Over the 11 days, some 7,000 guests the 11 days the Summit was held from were feted with 38 core events and 11 Epi- April 23 to May 3. curean Delights, according to organiser For the first time, I heard of fruit-eating A La Carte Productions, a subsidiary of piranhas, tandoori venison and eating off Peter Knipp Holdings. These events in- the wall, literally. Masterchef Pedro Miguel cluded celebrity and charity dinners, wine Schiaffino of Restaurante & Bar Malabar masterclasses and dinners, special themed in Lima was telling me how Amazon food dinners, Up Close & Personal events with was being rediscovered in Peru and he was visiting chefs, hands-on workshops and presenting it at BLU in Shangri-La Singa- gastronomic jam sessions. Tickets were pore during the Summit. priced from S$18 (US$14) to S$1,000. “We work with products which have The party may be over until next year, not been seen even in Peru, for example, when the Summit is held from April 16 to piranha fish that eats fruits. It is huge and May 26. But Singapore is still dancing at very tasty, bred in farms, not from the prospects of an F&B scene that genuinely wild, as sustainability is important to us. salivates. I, for one, wait with much antici- Another unique ingredient is algae that pation at what Chef Ménard will do. grows 3,500m in the Andes. “I am happy to come here with my ex- “Amazonian food is a lot similar to pertise and experience and put that in, say, Asian food in terms of the rustic tech- a bistro, not where people expect me to niques, like grilling food wrapped in ba- go,” he said. nana leaves or cooking food in bamboo. You’re pretty welcomed, Chef. We also use tumeric and ginger a lot.” Local chefs such as Manjunath Mural of The Song of India restaurant in Singa- pore showed equal passion in coming up with new ideas – although what he said did make my stomach churn. Said Mural: Raini Hamdi “Although we are an Indian restaurant, we Senior Editor
ttgAsia June15 p18 Singapore Gourmet rh.indd 18 6/11/12 2:53 PM JUNE 15 – 21, 2012 • TTG ASIA 19
Name Taratata Silver spoon Where 35A Keong Saik Road No. of seats 56 indoors; six outdoors Contact details Tel: (65) 6221-4506 Taratata Email: [email protected] Website: taratata.sg Verdict Legend must recommend to clients Although Taratata good means ‘what- recommend @ your own risk ever’ in French slang, the pretty lunch menu with coffee or tea French bistro is offered for only S$30++. The is hardly nonchalant about lunch set includes options such its food, service and decor, as clam chowder, quiche Lor- discovers Karen Yue raine with goat cheese, spring lamb, poached red snapper, and four types of desserts. AMBIENCE I chanced upon Taratata is also able to cus- Taratata in the least expected Taratata is so cosy and ap- streets outside – meant that Sin- and appetisers, meats and sea- tomise a menu for private gath- place – along a quieter strip of proachable that one could put gapore’s stifling heat is brought in- food, and desserts. erings, subject to a minimum shophouses on Keong Saik Road fork to plate with a louder than side. The six-seat outdoor dining I swooned over my dinner of spend of S$30 for lunch on in Singapore’s Chinatown. A usual clink and not risk looks of area, especially, could definitely lobster bisque, a dozen escargots Mondays to Saturdays; S$48 for pretty French bistro in what was reproach from fellow diners. use more fans. baked perfectly in herbed garlic dinner on Mondays to Thurs- once Singapore’s most promi- Taratata’s intimate interior butter and roasted lamb rack days; and S$60 for dinner on nent red-light district? Wow. makes it perfect for small par- MENU According to Taratata’s with garlic crust and rosemary Fridays and Saturdays. Prices are But why am I even surprised? ties. It has a lovely area right at the spokesperson, the name for the sauce. per person and exclude drinks Singapore is evolving and the back, which was used for a fancy bistro was chosen for its whimsical and taxes. cultural enclaves are throwing up dinner party by a group of well- vibe, reflecting the fuss-free nature PRICING Soups and appetis- exciting new dining outlets. dressed ladies when I was there on of the establishment and cuisine. ers range from S$14 to S$27 SERVICE Smiles are very pow- Taratata’s decor is distinctively a Saturday evening. Helmed by French duo Ber- (US$10.90-US$21), while main erful tools in the service industry European. It features red leather The year-old bistro is also trand Raguin and Philippe dishes from S$29 to S$52. The and they are for free. I am glad booth seats, black-and-white floor popular for corporate lunch and Nouzillat, Taratata’s kitchen priciest main dish is a 200g that the service staff at Tara- tiles, pretty iron-and-glass pen- dinner events, and can be hired whips up French favourites such Wagyu beef hanger steak. Des- tata know this well. Apart from dent lamps and black-and-white entirely for a minimum spend. as steak tartare, beef bourguig- serts are priced from S$4 for their cheerful disposition, they photographs of France set against My only gripe is Taratata’s ven- non, foie gras and escargots. a single scoop of ice cream or were very attentive, appearing light-coloured walls. tilation. Its welcoming open plan An extensive à la carte menu sorbet to S$28 for a selection of genuinely eager for us to sample This is all Parisian chic, accord- interior – there are no doors or is available, whetting diners’ ap- farm cheese. the best of what the chefs have ing to the bistro’s website. walls between the bistro and the petite with a selection of soups A substantial three-course to offer. www.atflaos.com
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Host Committee TRAVEX Secretariat Ministry of Information, Culture and Tourism TTG Asia Media Pte Ltd (MICT), Lao PDR 1 Science Park Road #04-07, The Capricorn, Singapore Science Park II PO.Box: 3556 Lane Xang Avenue, Hatsady Village Singapore 117528 Chanthabouly District, Vientiane Capital Lao PDR Tel: +65 6395 7575 • Fax: +65 6536 0896 Tel: (856-21) 212248, 212251 • Fax: (856-21) 212769, 217910 Corporate website: www.ttgasiamedia.com TTG Events is a business group of TTG Asia Media Website: www.tourismlaos.org Event email: [email protected] • ATF 2013 website: www.atflaos.com
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