f e a t u r e d !
Vol.1 No. 2 | March-April 2014 | New Delhi, India
ANNUAL SUBSCRIPTION: US$100 They say the first bite is taken with the eye, and here’s an appetizer of what’s in store. Hotels & Culinary Asia (HCA) is a B2B magazine for the ever-growing Hotel, Food, Travel and Lifestyle Industries. HCA, through print and online magazine is real time information network that connects you with latest information of the above industries, at the forefront of all the action and as the key media partner for the major industry events all around the world, you can trust HCA to serve you with what you need.
41 Engaging Guests In‘Emotionally Valuable Moments’ 44 Stories of Genuine and Authentic Hospitality Mr Doug Kennedy, Our New Columnist President of Kennedy Training Network, USA
A quick glance through our pages will lead you into the world of the now in-demand technologies, services and events. Our aim is to update you with the most happenings in the world of hotel, food, travel and lifestyle industries. Dive in, read, explore through our pages and we shall serve you to the best of our abilities and honour our commitment towards excellence.
I n T h e P a g e s 4 Former Ritz-Carlton Managed Hotel, The Monte Carlo Sharm El Sheikh Resort, Signs with Busy Rooms 14 Get Intimate with Design at IFFS 2014! 24 The 9th ITE MICE, Hong Kong’s only international MICE travel fair 30 Wine & Gourmet Japan 2014 33 Countdown to Host 2015 35 Revolutionising Technology Trends The Hospitality Industry 37 How to Supercharge Your Hotel Revenue 39 Top technology gadgets for the modern hotel room 41 Engaging Guests In‘Emotionally Valuable Moments’ 44 Stories of Genuine and Authentic Hospitality 49 HospitalityTechnology2014 50 22nd International Travel Show TT Warsaw
Asia Pacific: Increase in Hotel Industry Performance Hotel Occupancy in the Asia Pacific Region Up 8.1% to 67.1%
The regions occupancy for February rose 8.1 per cent to 67.1 per cent; its average daily rate dropped 4.6 percent to US$125.03; and its revenue per available room increased 3.1 percent to US$83.88. STR Global Hotels in the Asia Pacific region experienced mostly positive performance results during February 2014 when reported in U.S. dollars, according to data compiled by STR Global. The regions occupancy for February rose 8.1 percent to 67.1 percent; its average daily rate dropped 4.6 percent to US$125.03; and its revenue per available room increased 3.1 percent to US$83.88. Asia Pacific saw positive occupancy growth this month, primarily driven by Northeast Asia and particularly China, said Elizabeth Winkle, managing director of STR Global. The timing of the Chinese New Year positively impacted performance celebrations occurred in January and February. Bangkok has been impacted by the political situation, so we are seeing a significant decline in occupancy. However, we have not seen a significant impact on the beach markets. The Australia and Oceania markets are hitting high occupancy levels, approximately 90 percent, including Auckland (91.2 percent), Sydney (90.1 percent) and Melbourne (86.0 percent).
EDITORIAL: Reny, Sarvjit, Vishwapreet & Amrita (India), Anna (Sweden), Mike (UK), Liza (Singapore), Upi (Indonesia), Ying & Adrian (China), Arvi (Australia). Columnist: Doug Kennedy Public Relations Director: Winnie. Advisor: Rajiv Sanghavi. Design, Art & Web Development: Diamond Infomedia. Publisher: Milinia Inc. Founded by: Late Mr N.S. Kanwar. B-2-B Group Publications: PRINTING REVIEW, Medical Device ASIA, autoASIA, Plastics & Rubber Review, Electronics & Electrical ASIA, Beauty & Fashion World. Contacts: To advertise: advertise@ hotelsandculinaryasia.com, to submit a press release: firstname.lastname@example.org, to subscribe: email@example.com. Published, printed, & owned by Vishwapreet Kaur on behalf of Milinia Inc. at , D-182, PR House, Anand Vihar, 110092, New Delhi, India and printed by her at Technical Press, D-182/C, Anand Vihar, 110092, New Delhi, India. Views expressed in this magazine are of the contributors, authors and companies and not necessarily of the publisher and/or editors’ and they do not take any responsibility for the errors and/or accuracy of the information published in this publication. No part or design of this magazine can be reproduced without prior permission of the publisher, who reserves the right to use the information published in this magazine in any manner whatsoever.
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Former Ritz-Carlton Managed Hotel, The Monte Carlo Sharm El Sheikh Resort, Signs with Busy Rooms Guests will soon be able to book unique package experiences including flights on the resorts website
usy Rooms announced that the The Monte Carlo Sharm El Sheikh resort has selected Busy Rooms’s dynamic packaging solution to offer unique customer experiences on its website. Busy Rooms Internet booking technology enables guests to seamlessly book flights together with accommodation. Instead of having to shop with many sites, guests can now directly visit the resorts own website and benefit from enhanced product offering which, due to restrictions in the travel distribution industry, cannot be made available elsewhere. Besides flights and rooms, guests will also be able to enhance their stay by adding airport transfers, local attractions and/or room upgrades. The deal was signed just before ITB as The Monte Carlo Sharm El Sheikh resort plans to finish the upgrades to its website shortly. Sameh Nadim Zeind, Director of Sales & Marketing at the Monte Carlo Sharm El Sheikh Resort comments “When we decided to reposition, we were looking to find a solution that allows us to properly present our services and provide our guests with a user experience beyond what is expected from a 5 star resort. Busy Rooms gives us the flexibility to compose our offers meaningfully and adjust quickly to market seasons and conditions while still being easy to manage for both us and the guests.”
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‘We are pleased to welcome the Monte Carlo Sharm El Sheikh to the Busy Rooms service platform. Over the past year we have worked hard to integrate more services into our product suites. We now offer any hotel a customized booking experience, tailored to the customers and guest’s specific needs. In addition we help with forward distribution into other sales channels allowing hotels to manage from one system and be done’ Andrew Ransley, Vice President Sales EMEA
at Busy Rooms adds. Busy Rooms now supports more than 50 hotels & resorts in Egypt with central reservation technology as well as distribution, revenue & marketing services. The deal highlights the growth that the company has experienced over the past few months with many accommodation providers globally opting for Busy Rooms and its unique distribution service offering.
About Busy Rooms Busy Rooms is a 360 degree accommodation distribution agency designed to help both accommodation providers and online sales channels to gain access to hundreds of partners through a single contract. Customers can easily and efficiently exchange all relevant content and reservation data required for the optimal sale of rooms online.
Largest Hotel Suite in the United Arab Emirates Unveiled Guests enter a luxuriously-appointed living room with a Steinway grand piano and can enjoy uninterrupted ocean views while lounging in the spacious terrace by the outdoor swimming pool. The regal dining room seats 12 and offers exquisite culinary experiences delivered through signature St. Regis Butler Service. Three bedrooms, a private study, mini-cinema and game room outfitted with a billiard table are also located on the upper level. Spanning the entire lower floor, the master bedroom offers an expansive walk-in closet and dressing area, a spa room and sauna as well as a spacious ocean-facing bathroom with a walk-in double shower and bathtub.
The Royal Suite at The St. Regis Saadiyat Island Resort spans nearly 22,600 square feet with four bedrooms, a private study, cinema and game room, spa treatment room and sauna as well as full living and dining room.
t. Regis The St. Regis Saadiyat Island Resort, Abu Dhabi, (NYSE: HOT) has unveiled the resort’s flagship Royal Suite, the largest hotel suite in the United Arab Emirates. Trumping elaborate hotel suites throughout the region, the Royal Suite spans nearly 22,600 square feet with four bedrooms, a private study, cinema and game room, spa treatment room and sauna as well as full living and dining room. The suite, which occupies the top two floors of the resort’s west wing, is priced at AED 130,000 (approx. USD $35,000) per night. “The Royal Suite is a luxurious home away from home, both distinguished and relaxed, and perfectly suited for a new generation of global travelers visiting Abu Dhabi” “The debut of the Royal Suite completes The St. Regis Saadiyat Island Resort, an address that has fast evolved to become one of the city’s most popular leisure destinations,” said Ali Al Hammadi, Deputy Managing Director of Tourism Development & Investment Company (TDIC) and owner
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and developer of the resort. “As Saadiyat positions itself as a celebration of unique landmarks, this suite complements that promise.” Royal Suite at St. Regis Saadiyat Island Resort Abu Dhabi - Photo Credit: St. Regis Hotels & Resorts“The Royal Suite is a luxurious home away from home, both distinguished and relaxed, and perfectly suited for a new generation of global travelers visiting Abu Dhabi,” said Max Wiegerinck, Hotel Manager, The St. Regis Saadiyat Island Resort, Abu Dhabi. Designed to complement the resort’s beachfront location by the Arabian Gulf, the Royal Suite was inspired by the sea, sand, ancient sea worn stones and driftwood and features interiors bathed in a warm earth-toned palette with shades of sea mist, teal and blue. A curated art collection, custom designed lighting and stunning spiral staircases add to the relaxed residential glamour of the suite.
The debut of the Royal Suite marks the completion of The St. Regis Saadiyat Island Resort, which opened late 2011. Located on the pristine white beaches of Saadiyat, the resort features 377 luxurious guest rooms and suites with panoramic views of the Arabian Gulf. The resort also offers the region’s first Iridium Spa, extensive leisure facilities for families including the athletic club and the Sandcastle Club, a dedicated children’s club which caters to children through age 12 with both indoor and outdoor activities unique to the destination. Following in the tradition of the St. Regis brand’s legendary New York hotel, The St. Regis Saadiyat Island Resort, Abu Dhabi features the famed hallmarks of St. Regis hotels including signature St. Regis Butler Service, bespoke guest experiences and luxury accommodations tailored to global travelers. St. Regis butlers provide anticipatory service while customizing each guest’s stay according to his or her specific tastes and preferences.v
Explore the infinite Business Opportunities at Hotel Expo 2014
Hotel Expo 2014, celebrating its 10th anniversary, is set to be a niche trade platform for the hospitality industry. Being held during November 26-28, 2014 at The Venetian Macao, the exhibition will connect international suppliers of the hotel, catering & hospitality industries with the potential buyers for a face-to-face business matching opportunity. This year’s Hotel Expo is not only a premium event exclusively supported by Asia Hotel Industry League (AHIL) but also gains the full support from International Hotel & Restaurant Association (IHRA). Delegations organized by the hotel association of various countries including China, Korea, Thailand, Malaysia, Philippines…etc. will participate in this event indicating the international standard of Hotel Expo. A number of large-scale hotels in Macau will start operation in 2015 creating a huge demand for hotel facilities, equipment & supplies as well as fine food & beverage. The market-orientated Hotel Expo will be escalated in scale with many more exhibitors. An ocean of fascinating activities will be held during the 3-days exhibition, creating an ideal trade exchange platform for the industry operators & vendors. Asian Hotel General Managers Forum and Seminar on Co-operation between 8 | March-April 2014 |Hotels
Hotels & SMEs are significant annual gatherings of the key hotel operators. Asia Culinary Contest is a prestigious culinary competition. A series of awards will be presented at the exhibition to commend the winners for their great contributions to various sectors of the hospitality industry. Star-graded hotels which strive for facilities & service excellence will be praised with Asian Star-Graded Hotel Award. Companies providing sophisticated supplies & service to the hotel industry will gain reputable recognition by winning Asian Best Hotel Suppliers Award while Asia Green Award will go to the suppliers who are dedicated to the development of ‘Green’ Hotel. To promote the hotel furniture design sector, Best Hotel Furniture Suppliers Award & Macau International Lotus Cup Hotel Furniture Design Competition will achieve the goal. Other activities like Coffee Culture Workshop, Spa & Wellness Forum, cooking demonstrations…etc. would add more attractions to the exhibition. For further information, please contact: Coastal International Exhibition Co., Ltd. Room B, 16/F Times Tower, 391407 Jaffe Road, Wanchai, Hong Kong Tel: 852-2827 6766, Fax: 852-2827 6870 Email: firstname.lastname@example.org Website: www.hotel-exhibition. com www.coastal.com.hk
InterContinental Nha Trang Opens in Vietnam The 279-room hotel overlooks the pristine coastline and waters of the Nha Trang Bay and includes 56 luxuriously furnished suites with a luxurious couple suite, sauna and jacuzzi, among others. The hotel also caters specifically to the youngest members of the family with its own Kid’s Club which has a range of child friendly activities, games and supervised events that allow parents to get some much deserved time off on their own. In addition, InterContinental Nha Trang boasts the largest pillar-less grand ballroom in the city, with extensive meeting facilities and the latest technology to deliver seamless corporate or social events such as conferences, business meetings, parties and weddings.
nterContinental Hotels Group (IHG) has opened the doors of the brand new InterContinental Nha Trang in the coastal city of Nha Trang, Vietnam. The 279-room hotel overlooks the pristine coastline and waters of the Nha Trang Bay and includes 56 luxuriously furnished suites. The hotel is a 40-minute drive from Cam Ranh International Airport and is surrounded by a host of shopping and entertainment options. It also offers guests the opportunity to go island-hopping or visit attractions such as the Thap Ba Hot Spring, Nha Phu Lagoon or some of Nha Trang’s famous scuba diving spots in the Hon Mun Marine Protected Area. Guests looking for unique culinary experiences in Nha Trang can find what they are looking for right at the hotel, which has a number of dining options. The hotel’s main restaurant Cookbook Café offers live interactive cooking stations with seafood, chargrilled meats and authentic Vietnamese specialties, while poolside bar Aqualine provides guests with the best views over the bay as they enjoy light bites. Those looking to unwind can enjoy signature drinks prepared by the hotel’s resident mixologist at the Lobby Bar.
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Colin McCandless, General Manager, InterContinental Nha Trang said; “InterContinental Nha Trang is the epitome of a luxurious beachfront retreat and it is situated along one of the most stunning coastlines in Vietnam. From its fantastic location offering the view of the pristine Nha Trang bay to the world-class facilities in the hotel, InterContinental Nha Trang has been designed to provide contemporary luxury experiences for both leisure and business travellers when they stay, dine or hold an event with us.” InterContinental Nha Trang is a haven for rejuvenation with three outdoor swimming pools and a fully equipped Fitness Centre, while Spa InterContinental offers guests the latest holistic modern and traditional treatments, equipped
Clarence Tan, Chief Operating Officer, South East Asia and Resorts, IHG, said “InterContinental Nha Trang is our first hotel in Nha Trang and joins a stellar repertoire of three other award-winning InterContinental properties in Vietnam. We have high expectations for this new property and are confident that all our guests will enjoy an authentic local experience at the hotel.” IHG currently has six hotels open in Vietnam under the InterContinental Hotels & Resorts and Crowne Plaza brands, with another seven in the development pipeline. InterContinental Nha Trang joins the family of 12 InterContinental Hotels & Resorts in South East Asia, with another seven due to open in the next three to five years in the region. To celebrate the opening, InterContinental Nha Trang is offering an Opening Special Promotion for bookings made between 1April and 30 June 2014, from US$119++ per night. The rate includes complimentary daily buffet breakfast and wireless internet access.
Fish: Natural Weight-Loss Food a day, freeze it. The quality of thawed, frozen fish is better when it freezes quickly, so freeze whole fish only if it weighs two pounds or less. Larger fish should be cut into pieces, steaks, or fillets to ensure a quick freeze. Lean fish will keep in the freezer up to six months -three months for fatty fish. When buying most shellfish -clams, oysters, lobsters, crabs, and crayfish -- it’s imperative they still be alive. Live lobsters and crabs are easy to spot. Clams and oysters are trickier, though; you must be sure the shell is closed tightly or closes when you tap the shell.
he best plan for achieving a healthy weight and maintaining it is to change your eating and exercise habits. Replace foods that expand your waistline with healthy foods, like fish. Fish is a food that is full of satisfying flavor, low in calories, and stocked with heart-healthy omega-3 fatty acids. Omega-3 acids are essential fats that your body can’t make. They help keep the blood from clotting too easily and add to a better cholesterol ratio. Fish is a fabulous addition to any healthful diet because its low saturated fat content makes it the perfect protein substitute for fatty cuts of beef and pork. Even shellfish is low in saturated fat and isn’t as high in cholesterol as many believe. Learn how to incorporate fish into your healthy lifestyle. Health Benefits Although fish is lean, it does contain some healthy oil. Known as omega-3 fatty acids, these fish oils are thought to offer some amazing health benefits, such as helping to prevent heart disease and cancer, treating psoriasis and arthritis, and relieving the agony of migraine headaches and helping with weight 12 | March-April 2014 |Hotels
control. Fatty fish tend to have more omega-3s than leaner fish, but even “fatty” fish contain less fat than lean beef or chicken. Even canned fish like tuna, sardines, and salmon, when eaten bones and all, pack your meal with plenty of good-for-your-bones calcium, too. Selection and Storage When buying fresh fish, always smell it. If you detect a “fishy” odor, don’t buy it. Whether you buy whole fish, fish fillets, or steaks, the fish should be firm to the touch. The scales should be shiny and clean, not slimy. Check the eyes: They should be clear, not cloudy and bulging, and not sunken. Fish fillets and steaks should be moist. If they look dried or curled around the edges, they probably aren’t fresh. It’s best to cook fresh fish the same day you buy it. (Fish generally spoil faster than beef or chicken, and whole fish generally keeps better than steaks or fillets.) But fish will keep in the refrigerator overnight if you store it in an airtight container over a bowl of ice. If you need to keep it longer than
Fish and shellfish have been dogged by safety questions, including those arising from manmade contaminants. Oysters and clams, if eaten raw, carry a particular risk of passing on diseases such as hepatitis or Norwalk-like viruses. Cook them thoroughly to avoid food-borne illness. Partially cooked shellfish can still harbor harmful bacteria. Pesticides, mercury, and chemicals like PCB sometimes find their way into fish. Though fatty fish is richer in omega-3s, they’re also more likely to harbor environmental contaminants. Here are some precautions you can take to reduce the odds of eating contaminated fish: - Eat fish from a variety of sources. - Choose open-ocean fish and farmed fish over freshwater; they are less likely to harbor toxins. - Eat smaller, young fish. Older fish are more likely to have accumulated chemicals in their fatty tissues. - Before you fish, check with your own state’s advisories about which waters are unsafe for fishing. Try the Department of Public Health or
the Department of Environmental Conservation. - Don’t make a habit of eating the fish you catch for sport if you fish in the same place over and over again. - Avoid swordfish and albacore. They may be contaminated with mercury. Preparation and Serving Tips For the uninitiated, fish is most perplexing to prepare. But the number one rule is: Preserve moistness. That means avoiding direct heat, especially when preparing low-fat varieties of fish; you’ll get the best results if you use moist-heat methods such as poaching, steaming, or baking with vegetables or in a sauce. Dry-heat methods such as baking, broiling, and grilling work well for fattier fish. Fish cooks fast, so it’s easy to overcook it. You can tell fish is done when it looks opaque and the flesh just begins to flake with the touch of a fork. If it falls apart when you touch it, it’s too late; the fish is overdone. The rule of thumb for baking fish is to cook 8 to 10 minutes per inch of thickness, measured at the fish’s thickest point. For grilling and pan-frying or broiling, cook 4 to 5 minutes per inch of thickness. For fish soups, stews, and chowders, use lean fish. An oily fish will overpower the flavor of the broth. Citrus juices enhance the natural flavor of fish. Some favorite fish seasonings are dill, tarragon, basil, paprika, parsley, and thyme. To succeed at long-term weight loss, it’s important to learn new ways of eating that you enjoy. You can lose weight easily when you enjoy healthy foods, like fish, and prepare delicious, yet low-fat, fish recipes.
Get Intimate with Design at IFFS 2014! Building the future of design with a starstudded line-up at this year’s edition
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he International Furniture Fair Singapore (IFFS), Asia’s most comprehensive design-led furniture trade exhibition returns on the exhibition calendar from 13 – 16 March 2014 at the Singapore EXPO. Held in conjunction with the 31st ASEAN Furniture Show and co-locating with The Décor Show and Hospitality 360°, IFFS 2014 will feature more than 400 exhibitors from more than 30 countries from around the globe in a feast of creative and culturally inspired designs and furniture, making it the ideal
platform for businesses to connect with trade buyers and discover design inspirations. This year’s theme, “We Got Intimate with Design”, reflects the distinctive focus on bringing visitors closer to world-class, high quality designers and their products via an accessible, engaging platform. The 2014 edition will also debut design elements from SingaPlural @ IFFS, expanding from the city to the fairgrounds at the Singapore EXPO. This seamless amalgamation of design and business offers
more than 700 participants with a holistic, design-driven experience that will allow them to get connected, closer than ever before! Mr Ernie Koh, Chairman of IFFS Pte Ltd and President of Singapore Furniture Industries Council commented, “Promoting eminent design and the nurturing of implausible ideas are our main objectives at IFFS 2014, as is evidently visible with our conscious push for quality, creativity and innovation. As Asia’s premier furniture showcase, we offer unmatched opportunities for trade buyers and businesses, exposing them to one-of-a-kind collections from around the world, along with a glimpse of the future of design. It has also always been important for us to provide promising designers with an unsurpassed platform to display their creativity and inspiration to a truly global audience.” SingaPlural –Celebrating Design Committed to presenting the best design philosophies from around the world, IFFS 2014 and SingaPlural presents a carefully curated selection of exhibits from international curator, Mr Yoichi Nakamuta. Another star to set foot at IFFS 2014 for the first time is Mr Jamie Durie, one of the most sought-after interior designers across the globe and iconic host of the popular The Apartment show on cable television. In addition to helming DURIE DESIGN’s presence
at IFFS, Mr Durie is also slated to helm a discussion on Transterior Design at “Design Conversations”, an event that will feature industry experts sharing their thoughts and ideas with students and design aficionados. Nine talented designers from across Asia have also been specially selected to have their works displayed as part of Asian STAR Showcase, a platform recognising the brightest rising stars from the design fraternity. Hailing from Indonesia, Japan, the Philippines, Singapore, South Korea Taiwan, Thailand and Vietnam, these promising young designers namely David Tham, Eisuke Tachikawa, HyunHo Shin, Ketty Shih Hsiao-Chun, SangMin Lee and many more are reputed in their respective design communities as outstanding ambassadors. They will be involved in a roundtable discussion forum to detail their journeys to success at IFFS 2014. Together with this, IFFS 2014 will also debut different showcases from respective design groups, associations and as well as individuals – International Designer Showcase and Young Guns amongst others. This handpicked cache of marketleading international designers and interior designers is noted for challenging the existing concepts of design and effectively integrating the influences of tradition and functionality in today’s environment.
Buying Delegations & Groups
New Collection & Renewed Business Also noteworthy are key anchor tenants returning to the Show to launch their new collections, with a significant exhibitor presence from France and Thailand, both pavilions comprising worldrenowned furniture companies that have enjoyed strong and fruitful trading relationships with Singapore designers and manufacturers in the past. The Thai contingent is made up by some of the most notable names in the Design & Object Association while the French exhibiting companies include Ligne Roset, Fermob, Gautier, Habitat France and others. At the same time, visiting delegates of IFFS/AFS, The Décor Show and Hospitality 360° will be ensured an invigorating experience, as a majority of exhibitors will be launching new designs at the Show. “Following the success of our booth at last year’s exhibition, the Ligne Roset team was highly motivated to be part of IFFS 2014. The breadth of industry contacts - designers, manufacturers, buyers and media friends - whom we met at the show demonstrates its strength and popularity as an international furniture and design event,” said Mr Bernard Vinson, Export Director for Groupe Roset S.A. “We feel that Asia has the greatest global growth potential in the coming decade, and a presence at IFFS will position us at the forefront in terms of visibility and business growth potential.” Hotels
At time of press, more than 4000 pre-registered visitors and delegations from all over the world have registered their interest to visit the trilogy of shows, 20% more than the pre-registered numbers last year. These include prominent names such as: • Bedshed (Australia) • Nick Scali Limited (Australia) • XXX Lutz (Austria) • Belgofurn (Belgium) • Saccaro (Brazil) • Rich Horizons (Canada) • Structube (Canada) • Cencosud Retail S.A. (Chile) • Markor Home Furnishings (China) • Iddesign (Denmark) • Indoor Group Oy/Sotka (Finland) • Pentik Oy (Finland) • Alinea (France) • Ludwig Gutmann GmbH & Co (Germany) • Mobel Schwaab GmbH (Germany) • Garant-Mobel Worldwide (Luxembourg) • SIT Möbel (Germany) • Homeland International Group (Hong Kong) • Nilkamal. Ltd. (India) • Nitori Co., Ltd (Japan) • Otsuka Kaga Ltd (Japan) • Rofra Home (Netherlands) • Big Save (New Zealand) • Harvey Norman (New Zealand) • Interstil (Norway) • Blims Fine Furniture (The Philippines) • Suyen Corporation (The Philippines) • Vinotti Sp Zoo SKA (Poland) • Coricraft (South Africa) • El Corte Ingles (Spain) • Moebel Pfister (Switzerland) • Homes R Us (United Arab Emirates) • The One (United Arab Emirates) • Barker and Stonehouse (United Kingdom) • Shop Direct (United Kingdom) • Multiyork Furniture (United Kingdom) • Aico/Amini Innovation Culinary ASIA | March-April 2014 | 15
showcase for design excellence.
Co (USA) • Interline (USA) • William Sonoma(USA)
For more information, please visit:
Hospitality 360° The emergence of new, expanding markets and the traditionally strong economic status of countries in Asia have led to a hospitality and tourism industry boom in the past decade, with more than 220, 000 first class or luxury hotel rooms expected to be built across China and the ASEAN region in the next 12 months. Hospitality 360° is the ideal platform to take advantage of this upswing by meeting the needs of exhibitors and trade visitors alike; providing a clear avenue to understand current market trends and adopt a next generation mindset. In addition to featuring the best offerings from today’s global market-place under one roof, IFFS/ AFS 2014, The Décor Show 2014, Hospitality 360° and SingaPlural @ IFFS offer numerous business opportunities and unparalleled exposure for promising, upcoming design talent from around the world, lending credence to the dual focus on innovative, highquality design and the facilitation of seamless business transactions. Combined, these unique elements cement the positioning of IFFS 2014 as the premier international 16 | March-April 2014 |Hotels
www.iffs.com.sg | www. TheDecorShow.com.sg | www. Hospitality360.com.sg |www. SingaPlural.com About International Furniture Fair Singapore Pte Ltd (IFFS Pte Ltd) International Furniture Fair Singapore Pte Ltd (IFFS Pte Ltd) is partly owned by the Singapore Furniture Industries Council (SFIC) and MP International Pte Ltd. IFFS Pte Ltd’s primary objectives are to organise and manage furniture and furniturerelated fairs, exhibitions, shows, conferences and other events worldwide. This includes the annual International Furniture Fair Singapore/ASEAN Furniture Show (IFFS/AFS), The Décor Show and Hospitality360°, a keynote event on the furniture trade exhibition calendar. About International Furniture Fair Singapore/ASEAN Furniture Show (IFFS/AFS), The Décor Show and Hospitality 360° The International Furniture Fair Singapore, held in conjunction with the ASEAN Furniture Show (IFFS/AFS), The Décor Show and Hospitality 360°, is regarded by industry experts as Asia’s premier sourcing platform and design-led exhibition. With three decades of
experience since its inaugural event in 1981, IFFS/AFS remains the most distinctive channel for regional and international companies to penetrate the global market. The IFFS/AFS, The Décor Show and the newly launched Hospitality 360°, which is the inaugural edition of the pivotal hotel event in Asia, brought to you jointly by IFFS Pte Ltd and DMG Events Middle East & Asia. The series of shows feature a comprehensive range of furniture, furnishing, decorative accessories, interiors and fittings by a diverse portfolio of quality exhibitors, and attracts a healthy and wellrepresented attendance of trade buyers and visitors. To make it a holistic trade event, the various design initiatives (SingaPlural, Furniture Design Platform and Furniture Design Award) offer added depth and dimension to this Singapore-anchored trade event, raising its profile as a show not-to-be-missed in the industry calendar. About SingaPlural 2014 SingaPlural 2014 returns for a 3rd edition from March 12 – 16 to showcase the best design elements from the multi-faceted creative spectrum – Advertising, Architecture, Urban Planning, Landscape Architecture, as well as Interior, Furniture, Graphic and Fashion Design. Organised by
the Singapore Furniture Industries Council, SingaPlural 2014 is the anchor event of the Singapore Design Week and is held in conjunction with International Furniture Fair Singapore 2014/31st ASEAN Furniture Show, The Décor Show 2014 and Hospitality 360°. Together with eight other network partners of DesignS, this weeklong design celebration features Singapore’s very own homegrown talents across the creative industries. From Singapore EXPO to the new National Design Centre and the streets of downtown, local audiences and international visitors are in for a visual treat in March 2014 with installations and exclusively curated design spaces, symposiums, competitions and many other activities to engage and evoke their design senses. SingaPlural 2014 is supported by the DesignSingapore Council, International Enterprise (IE) Singapore, Singapore Tourism Board and SPRING Singapore. The Singapore Design Week is presented by the DesignSingapore Council, a part of the Ministry of Communications and Information. For more information, please refer to www.SingaPlural.com; www. facebook.com/SingaPlural. Find us on Twitter (@SingaPlural) and Instagram (#singaplural).
Organisers Reveal Best-Ever Early Bird Booth Sign Up For 2014 Quality leads gained at the IT&CMA and CTW Asia-Pacific 2013 that resulted in conversion into real business was the motivating factor for TNZ. Said Mischa Mannix-Opie, Regional Manager, South & South East Asia, “With the excellent results reaped last year, we were able to generate quality business leads and ultimately convert these for New Zealand. Continuing our participation at the show also enables us to expand our relationships with the important corporate and leisure travel trade community in the Asian region.”
Close to 700 sqm of this year’s IT&CMA and CTW Asia-Pacific nett exhibition floor space has already been snapped up to date. Bolstered primarily by the show’s best-ever early bird booth sign ups within 3 months after the 2013 event, some 8 CVB/NTO-led destinations have already confirmed their presence there. The list includes first-time exhibitor Ministry of Tourism Cambodia, and returning participants Korea Tourism Organisation (KTO), Macau Government Tourist Office (MGTO), Malaysia Convention & Exhibition Bureau (MyCEB), Tourism Promotions Board Philippines, Sabah Tourism Board, Taiwan Convention & Exhibition Association (TCEA), Thailand Convention & Exhibition Bureau (TCEB) and Tourism New Zealand (TNZ).
TO’s Seo Bong Sik, Director of Incentive & Exhibition attributes their return to the success they experienced at last year’s event, he remarks, “IT&CMA and CTW Asia-Pacific 2013 was extremely fruitful. We achieved over 220 leads through our business meetings at the event. I believe part of our accomplishments was due to the effectiveness of the organiser’s Pre-Scheduled Appointments (PSA) and Online Diary facilities that allowed us to schedule up to 100% of meetings ahead of the event, as well as the on-site BuyersMeet-Sellers (BMS) system.” Wanting to capitalise on Korea’s current popularity as a MICE destination, Seo adds, “We attracted 240% more MICE tourists compared to the year before. Being at IT&CMA and CTW Asia-Pacific this year is important for us to leverage on this momentum.” Hotels
For Taiwan, the satisfaction of coexhibitors was a major driving force for their renewed participation at the show. Jason Yeh, Chairman of TCEA remarked, “Our 2013 co-exhibitors responded positively as they met with quality potential buyers who would be placing orders within a year. Also, winning delegates’ vote at the event with the Stickiest Marketing & Promotion Award for the most memorable marketing campaign last year enhanced Taiwan’s international exposure, especially among the media delegates. These reassuring results encouraged us to return to IT&CMA and CTW Asia-Pacific 2014.” Host country Thailand led by TCEB will continue their presence at the 2014 event, with the largest destination pavilion, “IT&CMA and CTW Asia-Pacific is one of the most significant MICE and Corporate Travel trade events for Thailand. Our industry has garnered international interest because of the show and the event will remain as a key platform for Thailand to reach its target of 987,000 MICE visitors this year. Last year, we received double the number of leads at the event as compared to 2012, indicating that Thailand as a MICE destination will continue to see growth. Showcasing Bangkok and Culinary ASIA | March-April 2014 | 17
About IT&CMA and CTW Asia-Pacific 2014
30 September to 2 October | Bangkok Convention Centre at CentralWorld, Bangkok, Thailand
Incentive Travel & Conventions, Meetings Asia (IT&CMA) and Corporate Travel World (CTW) AsiaPacific is The World’s Only Doublebill Event in MICE and Corporate Travel. Both events have been co-locating since 2004, offering its delegates an unparalleled platform to do business, learn and network.
Thailand’s MICE cities also present an invaluable opportunity for us to create lasting first-hand experiences for the delegates, and invite them to keep coming back to Thailand – Your Global Events Connection.” said Nopparat Maythaveekulchai, President of TCEB. The success of the 2013 show also resonated with leading corporate exhibitors who are cementing their presence at the event this year. They include Marco Polo Hotels, Minor Hotel Group, Park Hotel Group, Royal Cliff Hotels Group, Sampran Riverside and Swiss Hotels & Resorts.
Pauline Cheung, Group Sales Director of Park Hotel Group, highlighted the importance of IT&CMA and CTW Asia-Pacific for her chain, “This event has been one of our Group’s important events in a year to update existing networks on our offerings, showcase our new products as well as to keep up our business relationships with the trade contacts.” According to Darren Ng, Managing Director of TTG Asia Media, this stellar early-bird performance has set a new record for the event, and believes that the show’s emphasis on quality has paid off. “The 2013 show was our best IT&CMA and
CTW Asia-Pacific to date. We delivered on a high buyer-toexhibitor ratio, fresh procurement opportunities with new buyers and dynamic and relevant buyer profiles. These early registrations undoubtedly evidence the value of IT&CMA and CTW Asia-Pacific for our exhibitors.” Exhibitors who are interested to register for IT&CMA and CTW Asia-Pacific 2014 can fill in the registration form here: http:// eventscrm.ttgasia.com/ttg2014/ itcma/seller/itcmaseller_register.asp For more information, log on to www.corporatetravelworld.com | www.itcma.com
Established in 1993, IT&CMA is at the forefront of fostering MICE growth opportunities for the Asia-Pacific and beyond. Its multi-faceted programme engages regional and international industry suppliers and buyers in the realms of business, education and networking. IT&CMA also features dedicated platforms designed around the interests of valuable MICE niche segments, enabling the event to consistently deliver a delegate profile that is both relevant and dynamic. IT&CMA remains uniquely positioned as the only global event with the largest exhibition showcase of AsiaPacific MICE suppliers. The show has been incorporating Luxury Travel since 2012, and is part of the IT&CM Events series. Launched in 1998, CTW Asia-Pacific is dedicated to cultivating Travel and Entertainment (T&E) best practices among Asia-Pacific’s corporate travel professionals. Influencers, planners and decision makers of corporate travel functions in their organisation attend the annual conference and exhibition to keep themselves abreast of the latest trends and knowledge that enable them to get the most out of their T&E decisions. IT&CMA and CTW Asia-Pacific is organised by TTG Events, a business group of TTG Asia Media. www.itcma.com | www.corporatetravelworld.com
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CITS Buyers’ Expectations Reflect Clout of Chinese Buying Market Buyers of Newly Formed China MICE Committee (CMC) To Participate At 2014 Event Fujian are the domestic favourites.”
hina International Travel Service (CITS) International MICE will be leading a delegation of 30 CITS buyers whose buying responsibilities span across all 31 administrative divisions of Mainland China, and encompass both outbound and domestic MICE procurement. Collectively, CITS buyers represent a wide and diverse range of corporate, government and association clients in China with connections to more than 1,400 tour operators and travel agencies in all parts of the world. For CITS’s Qingdao buyer Yu Zhong, MICE procurement is a core target this year, especially in terms of meetings and incentive travel. Citing major client Haier Group, Yu says “With an account like Haier, the whole country stands to benefit whenever they hold a seasonal product launch as the campaign literally spans across all the cities in China. Hoteliers and land tour operators are direct beneficiaries since accommodation and organised tours are a definite part of the client requirements.” Other CITS buyers like Shi Li Qin, the department manager for its Inner Mongolia branch, who serves clients in energy and construction industries based mainly in Mongolian cities including Hohhot, Baotou and Ordos, expects incentive travel to be at the top of their MICE requests. “I am on the lookout for unique venues and partnership services both internationally and domestically. North America, Europe, Australia, New Zealand, Hong Kong SAR, Macau SAR and island destinations are expected to be popular international destinations with my clients, while Hainan, Yunnan and
Shi’s counterpart in Beijing, Account Director Feng Ling manages more diversified clientele in industries ranging from telecommunications, medical, beauty, FMCG, construction, chamber of commerce, MNCs and state-owned enterprises. Her portfolio also spans beyond Beijing to include Shanghai, Guangzhou and other cities across China. Buyers of other CITS branches including Heilongjiang’s Director Guo Qinghua and Jiujiang’s Vice General Manager Xiong Xiaoyu serve government agencies, associations, medium-sized enterprises, and FITs in their respective cities. For Guo, whose bigger projects last year comprised of groups of over 100 people to Korea and Thailand, anticipates South-East Asia and Yunnan to be popular this year. Adds Guo, “Self drive tours is also something I think will be of immediate interest to my clients.” In 2013, Xiong successfully organised incentive travel, business exhibition and other MICE projects averaging 20 to 30 people or more. His largest project was a luxury tour at Chongqing’s Three Gorges for close to 400 participants from an electrical wholesale distributor in Jiangxi. Handling corporate travel arrangements, such as golfing trips, for C-level personnel from real estate companies is also part Hotels
of his portfolio. “For 2014, we already have confirmed bookings for trips to Dubai and South Africa. I also expect significant interest for Nordic destinations (Iceland, Finland, Norway), eastern Europe (Hungary, Bulgaria) as well as Canada in North America,” elaborates Xiong. As whole, CITS’ clientele encompasses an extremely large spectrum of China’s buying demand. Explains Zhang Jian, Executive GM of CITS International MICE, “As the number 1 brandname in China’s tourist industry with a dedicated MICE division, our pulse on China’s inbound, outbound and domestic demand is unparalleled. We also have access to the largest network of tour operators and travel agencies across the country, ensuring that our team has every capability of attracting quality Chinese buyers to participate at IT&CM China.” Commenting on the effectiveness of IT&CM China as a sourcing platform for Chinese buyers, Jiujiang’s Xiong says, “IT&CM China is an important platform to get in touch with a wide range of top suppliers both internationally and domestically. Thanks to the resources we obtained from the event, we were able to successfully organize a business travel group to Korea last year. We certainly look forward to participating at the upcoming 2014 event.”
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Shi from Inner Mongolia agrees, “By attending IT&CM China, we can offer our clients a wider range of destinations, products and services to choose from.” The 30 attending CITS buyers will be joined by 50 MICE buyers from the newly formed China MICE Committee (CMC) comprising leading MICE buyers from alliance members of close to 40 established travel agencies across China. Members include CYTS International Convention and Exhibition, China Comfort Travel Group, GZL International Travel Service - Business Incentive Travel Company and Xiamen trip Exhibition Business Services. The committee’s presence at IT&CM China affirms the event as China’s leading MICE sourcing platform for incentives, corporate and association meetings. A total of 480 Chinese buyer delegates are expected to attend IT&CM China 2014. Registrations for Chinese buyers will remain open till end March. For more information on IT&CM China, visit www. itcmchina.com ABOUT IT&CM CHINA 2014 IT&CM China 2014 will be held from April 15 to 17 at Shanghai World Expo Exhibition & Convention Center. This is the 8th instalment of the international MICE event that seeks to “Promote China to the World and the World to China”. This year’s event will see an attendance of 3,000 MICE professionals from sectors including DMCs, PCOs, corporate travel and associations, some 400 hosted delegates, over 10,000 business appointments as well as over 60 business, education and networking
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4th year running.
The event is organised by TTG Events, a business group of TTG Asia Media, CITS International M.I.C.E – a wholly-owned subsidiary of CITS (China International Travel Service) and MP International. It has the support of the Shanghai Municipal Tourism Administration (SMTA), Shanghai Convention & Exhibition Industries Association (SCEIA), Association of Corporate Travel Executives (ACTE), Australasian Society of Association Executives (AuSAE) and Canadian Society of Association Executives (CSAE), International Association of Professional Congress Organisers (IAPCO), International Congress & Convention Association (ICCA), Meeting Professionals International (MPI), Outbound Tour Operators Association of India (OTOAI), Pacific Asia Travel Association (PATA) and Society of Incentive Travel Executives (Site) China chapter.
More information is available at www.itcmchina.com.
IT&CM China is proud to be the anchor event of the Shanghai Business Events Week 2014 for the
IT&CM CHINA EVENT DESCRIPTION The Leading International MICE Event In China Since 2007, IT&CM China has established itself as China’s leading international Meetings, Incentives, Conventions and Exhibitions (MICE) business, education and networking event, dedicated to “Promoting China to the World and the World to China”. Bringing together Chinese and International MICE exhibitors and buyers in one dynamic marketplace, IT&CM China is the platform for international and leading Chinese players in the MICE industry to explore business opportunities on all fronts – inbound, outbound and domestic. Delegates to the 3-day event receive the best return on their investment in business, education and networking through structured business appointments, exhibition showcase, seminar sessions, official networking functions and tours.
The BreadPizza-Pasta, Gelato and Pastry sectors are looking to Host 2015 for the formats for the future
The global leader of the hotel, hospitality, catering and retail industry is going to devote dedicated areas to the bread, pizza and pasta and the gelato and pastry sectors. Being staged at the same time as EXPO, the event will be presenting all the latest technological innovations, in terms of formats and creativeness, with a jam-packed calendar of events. A formula which apparently appeals to trade professionals: to date, 600 companies have already confirmed that they will be participating in the next show. Hotels
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When it comes to bread, pasta and pizza, or gelato and pastry, nothing can beat the Italian culinary tradition. And thereâ€™s only one key exhibition, held in Italy, of international importance: Host, the International Hospitality Exhibition, the global leader in the hotel, hospitality, catering and retail industry, staged every two years in Milan at the new, state-of-the-art exhibition centre at Rho, just west of the city. The huge importance of the exhibition is confirmed by the extremely high level of interest expressed by the exhibitors coming to the next show: even two years before the event, more than 600 companies have already announced that they will be participating in the next Host, scheduled from Friday 23-Tuesday 27 October 2015, during the six-month-long Universal Exposition in Milan focusing, appropriately enough, on food. The secret of its success? The high content of innovation, creativeness and the international standing of Host, with a formula that is unique in the trade-fair scenario, combining productive contamination among the various product sectors with the vertical specialization of dedicated areas. More particularly, at Host 2015, the sectors specializing in Bread-Pasta-Pizza will be participating side-by-side with Professional Catering in a single macro-area, while the Gelato and Pastry sectors will be exploiting synergies with the Coffee/Tea and Bar/Coffee machines sectors. A third macro-area will be dedicated to Furniture and Tableware. In addition to the exclusive added value deriving from the fact that all the segments of the hotel, hospitality, catering and retail industry will be attending the event, Host is being held in the key location of Milan, globally acknowledged as the capital of Italian production, and a gateway to both the European and Mediterranean markets. The Italian market alone constitutes 22 | March-April 2014 |Hotels
a unique opportunity for international producers of machinery and other products for bread-making: every year, in Italy, they make approximately 3.2 million tons of bread, 90% of which is baked in the ovens of small craft workshops (source: MarkUp), with an astonishing variety of types of flour, cooking methods and shapes which is quite unique. Completing the offering of the exhibition, there is an extraordinary calendar of events. Just to mention two of them, Host 2015 will be hosting the World Pastry Ice-cream Chocolate Trophy and the Cake Designers World Championship, both organized by FIP, the Italian Federation of Pastry, Ice-cream and Chocolate makers, which has decided to stage its two most important events at Host every two years: the teams competing will be flocking from the five continents to take part, to demonstrate their skills in mixtures, toppings and creating sublime juxtapositions. A formula which seems to meet with the approval of trade professionals and led to record results in 2013: 1,700 exhibitors attended from 48 countries (+6.5% with 350 new entries), of whom 559 were foreign (+16.5%), and 133 thousand professional visitors (+7% compared to 2011) of whom 38.7% were from the international field (51,600; +21% compared to 2011). There was a two-figure increase in the number of professional visitors from the USA (+28%), Russia (+64%), the UAE (+141%), Japan (+24%) and Germany (+14%). In all, 1,500 international buyers attended, with especially large delegations from China, Russia and India. 38,400 business matches were requested with buyers thanks to the digital Expo Matching Program. For the latest information on Host: www.host.fieramilano.it, @ Host2013 #Host2015. Hotels
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The 9th ITE MICE, Hong Kong’s only international MICE travel fair
The 9th ITE MICE, Hong Kong’s only international MICE travel fair, will be held from June 12 to 15, 2014 concurrently with the 28th ITE, a leisure travel expo, at the Hong Kong Convention & Exhibition Centre, with the first two days open only to trade and last two days to public. 24 | March-April 2014 |Hotels
The combined travel fair, ITE & MICE in short, will likely have an overall size of around 16,000 square meters. Its 700 international exhibitors come from about 50 countries in the world, with 85% from abroad. Therefore, ITE & MICE is in the fore-front among Asian travel fairs by its history and international profile. Expo helps Companies staging MICE Activities & managing Business Travels To better gauge visitors’ needs and interests, TKS, the organizer has conducted at the end of last year a survey on the Expo’s MICE and corporate visitors, and received some 130 replies. Analysis shows respondents came from larger organizations - 29% with over 250 staff and 21% with 51 to 250 people.
The survey found high interest in holding local and outbound MICE, and also great sourcing needs for various forms of business travels. In fact, 51% of respondents would source in the travel expo venue for meeting or event, 69% looking for hotel and 67% for transportations such as airline etc. The organizer is planning a zone for hotels showing their meeting packages. However, it is more likely that hotel and resort exhibitors will prefer staying within or close to their related official pavilion. The same is true also to other themes like Overseas Wedding and Sport Tourism etc. For visitorsâ€™ convenience, the organizer will set up info stands, one for each theme, in the exhibition halls where visitors can find all related info. The survey revealed the most popular purpose of visit is collecting destination information at 82.2%. Visitors will again find plenty of choices, by number and variety of destinations and
incentive trips in coming year.
enjoy the convenience.
Of the 46 exhibiting countries and regions last year, 41% came from Asia, 28% from Europe, 20% from Africa and the Middle East including island paradises in the Indian Ocean, and 11% from the Americas and Oceania. Also, some 600 exhibitors are from abroad while locals number around 100.
The survey again confirms the popularity of attending trade seminars in ITE & MICE! Seminar topics like corporate travel management such as Setting Travel Policy for Staffs, related risk and legal issues, and IT / Social Media as Tools etc have interests ranging from 30% to over 60%.
The Expo also opens application online as Trade Visitor, which allows free admission to the Expo during the trade days but no prior access to exhibitors list.
TKS, the organizer is expecting new official participations this year by tourism boards of Berlin, Indonesia, South Africa and Sweden, and individual exhibitors from Iceland and Morocco etc. Also, past exhibitors like Guam, Switzerland and Taiwan already confirmed substantial expansion.
In each of the recent past events, the expo attracted over 1000 preregistrations for MICE / corporate travel seminars. A series of seminars particularly for corporate / MICE visitors will again be held this year in the trade days, including the Executive Forum by the prestigious Association of Corporate Travel Executives (ACTE).
Findings also evident high interest on outbound MICE! In fact, 63.3% of respondents interested in seminar on new incentive destinations, 34.9% in seminar on incentives provided by tourism boards to incoming groups and events, and 39% reported their organizations planning outbound
With so many exhibitors and interesting exhibits, it helps if there can be prior viewing of the list of exhibitors and their exhibits. MICE and corporate visitors responsible for such purchases are welcome to apply for Registered Buyer, which is free, and successful applicants can Hotels
Organized by TKS Exhibition Services Ltd, ITE MICE is by the Hong Kong Exhibition & Convention Industry Association (HKECIA), Macau Convention & Exhibition Association (MCEA) and The Association of Corporate Travel Executives (ACTE), and tourism authorities and associations in Hong Kong and Macau. Some chambers of commerce and professional organizations also help distributing invitations to members. The last expo drew 11,872 buyers and visitors in trade days with 20% from China, and 73,200 public visitors with 80% prefer traveling in FIT / tailored made tours. For more details of ITE & MICE /latest seminar program, please visit trade website of www.itehk. com. For enquiry on exhibiting and visiting, please contact TKS, the organizer via email travel@tkshk. com, or call (852)3155 0600.
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THAIFEX – World of Food Asia Celebrates 10 Years with Its Largest Showcase to Date More than 1,400 exhibiting companies worldwide, 90% sold-out space Department, Japan External Trade Organization (JETRO) is confident that THAIFEX – World of Food Asia will be the ideal platform for Japan to showcase its products to the rest of the world.
THAIFEX – World of Food Asia, Asia’s most influential food & beverage, food technology and retail & franchise is back in its 11th year with a bigger and more impressive line-up. Celebrating its 10th anniversary this year in Bangkok, Thailand from 21 – 25 May at the IMPACT Exhibition and Convention Center, the expansive exhibition has already sold more than 90% of its exhibition space, with an estimated growth of 10% from the record-breaking 2013. Visitors can look forward to more than 1,400 exhibitors from close to 40 countries occupying three Challenger halls comprising of 60,000sqm. Over the last ten years, THAIFEX – World of Food Asia has grown steadily with a stronger line-up of international exhibitors. The 2014 edition promises solid international 26 | March-April 2014 |Hotels
growth, with a 40% increase of exhibition space in the Fine Food segment and stronger presence from international participation from Brazil, Brunei, Cambodia, China, Indonesia, Italy, Japan, Korea, Philippines, Singapore, Taiwan and Vietnam. Another milestone this year is the appointment of Japan as the second partner country, with more than 70 exhibitors on showcase. Of this, more than 50 exhibitors from 21 regions will be organized together in a Japan Pavilion, led by the Japan External Trade Organization (JETRO). Mr. Michael Dreyer, Vice President, Asia Pacific, Koelnmesse shares, “Japan is celebrated and respected for its strong food and beverage culture, and a stellar reputation for tradition and innovations. We believe its delegation will contribute greatly to the show.” Mr. Satoshi Shimomura, Director-General, Agriculture, Forestry, Fisheries and Food
Launching New Brands in Key Growth Segments 2014 sees the launch of two new brands. The World of Coffee & Tea - a professional coffee and tea trade fair poised to be Asia’s leading sourcing, trading and knowledge platform for the coffee and tea industry; and World of FoodService - the international trade exhibition for the food service, catering and hospitality industry in Asia. World of Seafood, a professional trade fair catering to the seafood and frozen seafood industry that was launched in 2013, will return with a stronger second edition. These new brands, powered by THAIFEX - World of Food Asia, are designed to provide specialized platforms for these growing industries. In its first edition last year, World of Seafood played host to more than 170 seafood exhibitors from around the region. The line-up in 2014 boasts an increase of 10% in exhibition space, with participation from major players in the Thai seafood processing industry including Thai Union Manufacturing Co., Ltd. (THE), P.F.P. Trading Co., Ltd and Prantalay Marketing Co., Ltd. Participation from China, India, Indonesia, Italy, Japan, Korea and Malaysia are highly anticipated at the World of Coffee & Tea. Companies are welcoming the opportunity to showcase their products in these specialized segments. Says Ms. Pavinee Khetphansant, General
Manager from Boncafe (Thailand) Ltd., “With a specialized segment within the show, we know that the visitors we meet are either working in or are interested in the coffee sector. By being here, it allows us to reach out to a more targeted audience.” The World of FoodService is a must-attend for hospitality professionals, with its extensive showcase of equipment tailored to the every need of the industry. Visitors can look forward to the latest range of products spanning from refrigeration and equipment, point of sales systems to hotel and catering services. There will also be a strong showing of Thai companies showing off their creativity and innovation with new collections of tableware, textiles and uniforms. Silikal GmbH from Germany, a global partner for first rate industrial flooring will exhibit the Silikal reactive resin flooring, the ideal flooring for kitchens in hotels with its high scuff resistance, various anti-skid grades and attractive colours. The region of Toki in Japan is celebrated for their top quality porcelain, and visitors will have a chance to experience how Japanese aesthetics can be translated onto the dining table. Saiki Ichiyama Touen Co., Ltd, which hails from Toki, will showcase their latest range of tableware, designed for the food and beverage industry. Mr Michael Dreyer, Vice President, Asia Pacific, Koelnmesse shares, “The demands of the markets are always changing. Over the last 10 years, we have grown THAIFEX – World of Food Asia into a more international exhibition.
Looking at the current trends, today we feel that there is a need to develop and provide the industry with specialized platforms to meet, network and educate one another.” Cream of the Crop: ASEAN Food Industry Thought Leaders Panel New to THAIFEX – World of Food Asia this year, the ASEAN Food Industry Thought Leaders Panel will focus on the topic “AEC 2015 – ASEAN Power of the Future: Advancing food security & expediting food trade and investment in the light of AEC 2015”. This panel brings together key executives from the food and beverage industry, to discuss prospective business and investment opportunities for building strategic alliances, and is a promise for greater networking and knowledge sharing opportunities. A Better World: World of Food Safety Excellence Award and Conference To recognize and celebrate the achievements of those who made exceptional contributions to food
safety and consumer satisfaction, the inaugural World of Food Safety Excellence Awards will honor the change makers who have made a positive impact on business results. The 2nd World of Food Safety conference in 2014 will review latest strategies to achieve higher standards, identify potential regional and international food safety threats, discuss recent food safety incidents, and learn about the approaches industry leaders have used to tackle the issues head on. Hear from more than 20 distinguished international speakers including Yves Rey (Danone Group, France), Bizhan Pourkomailian (McDonald’s Europe, UK), Awilo Ochieng Pernet (Federal Food Safety and Veterinary Office, Switzerland), Chong Nyet China (NTUC FairPrice Co-operative Limited, Singapore) and many others. The World of Food Safety conference will also highlight new and superior technologies available which will ensure your organization’s competitiveness within the industry to effectively manage a safe and secure global food supply.
THAIFEX – World of Food Asia Date: 21 to 25 May 2014 Venue: IMPACT Exhibition and Convention Center, Challenger Halls 1, 2, 3, Muang Thong Thani, Bangkok, Thailand Registration: www.worldoffoodasia.com World of Seafood International trade exhibition for the seafood industry in Asia Date: 21 to 25 May 2014 Venue: IMPACT Exhibition and Convention Center, Challenger Halls 1, 2, 3, Muang Thong Thani, Bangkok, Thailand Registration: www.worldofseafood.com World of Coffee & Tea International trade exhibition for the coffee and tea industry in Asia Date: 21 to 25 May 2014 Venue: IMPACT Exhibition and Convention Center, Challenger Halls 1, 2, 3, Muang Thong Thani, Bangkok, Thailand Registration: www.world-of-coffeeandtea.com World of FoodService International trade exhibition for the food service, catering and hospitality industry in Asia Date: 21 to 25 May 2014 Venue: IMPACT Exhibition and Convention Center, Challenger Halls 1, 2, 3, Muang Thong Thani, Bangkok, Thailand Registration: www.world-of-food-service.com About Koelnmesse Founded in 1922 and headquartered in Cologne, Germany, Koelnmesse is one of the world’s largest trade fair organisers, whose international trade fairs are widely acknowledged as global leaders in their fields. Koelnmesse in Singapore functions as the regional headquarter for the group in Asia Pacific, organising trade fairs throughout Asia and offering multiple services to support companies from the Asia Pacific region to successfully participate in Koelnmesse business-to-business trade fairs in Europe and around the world. Visit www.koelnmesse.com.sg
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Food&HotelAsia and Wine&SpiritsAsia
is the First Event to Occupy 100% of Singapore’s Largest Exhibition Venue Continues to be the pinnacle event that serves the regional food and hospitality industries
The region’s most established and comprehensive food and hospitality trade show, organised by Singapore Exhibition Services (SES), has made its mark to become the first event to max out the Singapore Expo. Occupying all 10 exhibition halls and Max Atria, the 2014 edition of Food&HotelAsia (FHA) and Wine&SpiritsAsia (WSA) will be held from 8 – 11 April this year.
in exhibitors. This year, industry buyers can expect to source from a gathering of 2,800 exhibitors from 70 countries/regions and 54 group pavilions at FHA. Offerings span across all aspects of the food and beverage (F&B) and hotel industry such as food products, bar and kitchen equipment and supplies, food processing equipment, hotel amenities, table ware and hospitality technology, among many others.
global market place as it was not easily accessible back then. Over the years, FHA has grown with the development of the region’s hotel and F&B industry to become its top sourcing platform, and pinnacle trade event. This year is a milestone for FHA and WSA as it has maximised the available exhibition space of Singapore’s largest exhibition venue. Moving forward, the event will only continue to grow as new markets in the region become more developed, and demand increases.” Food&HotelAsia – Keeping pace with the industry In 2011, the number of establishments in the accommodation and F&B services sector in Singapore stood at 6,842. This is in contrast to just 4,739 in 2005.1 In 2012, total F&B operating receipts amounted to S$7.8 billion, with all F&B services groups including restaurants, fast food outlets, food caterers and other F&B services registering increases. The number of hotel rooms in Singapore is also expected is to grow by more than 20 per cent to about 53,000 rooms by 2015.2
Spanning a total of 100,000sqm, an eight per cent increase in size from 2012, it is the largest edition in the event’s illustrious 37 year history. FHA had humble beginnings at the Hyatt hotel’s basement car park, where 213 exhibitors from 13 countries/regions took up 4,000sqm. Since then, the event which includes WSA that was launched in 2010, has rapidly grown more than 25 times in size and witnessed a 13 fold increase 28 | March-April 2014 |Hotels
Mr. Stephen Tan, Chief Executive of show organiser SES, who has nurtured the show over the last 30 years says, “As industry pioneers we wanted to create a platform where local and regional food and hospitality businesses could benefit from what was available in the
With the increase in the number of F&B establishments and hotels, competition has intensified and it has also become increasingly important to have innovative concepts and a unique selling point. By bringing together a vast selection of unique food offerings and front to backend solutions from all over the world, FHA creates a unique and comprehensive marketplace for businesses to source for new food products and innovative solutions that not only help set them apart from the competition but also save
pavilions. This year’s show has the most number of group pavilions, representing the world’s top producing wine regions, with Spain leading the charge with the biggest pavilion. Adding to the buzz on the show floor is a series of talks and master-classes highlighting wines from countries such as Austria, France, Italy and Spain. time and labour. Conversely, Singapore’s locally produced exports and re-exports have also been increasing over the years. Domestic food exports nearly doubled from S$2.4 billion in 2006 to S$4.2 billion in 2012.1 Singapore’s status as a food hub has also seen its re-export of food products increase from S$1.6 billion in 2006 to S$2 billion in 2012.1 FHA is a perfect platform for local manufacturers and distributors to expand their regional client base. With the internationality of the show, FHA sees visitors from more than 100 countries/regions each edition. The 2012 edition welcomed a record total of more than 42,000 trade visitors, an increase of 10.4 per cent over 2010. Notably, overseas visitors increased by 14.5 per cent and made up 41.6 per cent of the total visitors. New speciality show at Food&HotelAsia The 19th edition of FHA will see the launch of SpecialityCoffee&Tea, bringing the total number of speciality shows to six. Set against the backdrop of a booming café culture, SpecialityCoffee&Tea will integrate all aspects of the industry in a single platform featuring a comprehensive range of equipment, coffee beans, tea leaves and accessories from across the globe. SpecialityCoffee&Tea is the largest, most comprehensive and international show of its kind in the region. Prominent international exhibitors at the show include renowned local and international industry brands such as Bunn-O-Matic, Bravilor, Cimbali, Diedrich, Dilmah, Ebenezer,
Empire Tea, Expolanka Teas, Giesen, illycaffé, La Marzocco, Nestlé, Rancilio, Santino Coffee, Santos and many more. In addition, the event will also host the FHA Barista Challenge and first-ever FHA Latte Art Challenge, alongside a number of courses, workshops and fringe activities. Ms. Ting Siew Mui, Project Director of Lifestyle Events at SES says, “Rising affluence and changing lifestyles in the region has created greater demand for gourmet coffee. Perfectly complementing FHA’s five existing speciality shows, the launch of SpecialityCoffee&Tea throws a spotlight on the industry and highlights its development, and caters to the region’s booming café culture. In addition to the showcase at SpecialityCoffee&Tea, visitors can also source from the unique offerings at HospitalityStyleAsia and Bakery&Pastry for all their café needs. Overall, we have received much enthusiasm from international exhibitors wanting to get a leg into the regional market and great support from the associations who have come on board as partners.” The other five speciality shows are FoodAsia, HotelAsia, Bakery&Pastry, HospitalityStyleAsia, and HospitalityTechnology. Wine&SpiritsAsia – the region’s premier industry event
All-rounded experience at FHA and WSA Competitions – The FHA Culinary Challenge (FCC) will see 856 chefs from all over the world battle it out in the Individual Challenge, Dream Team Challenge and Gourmet Team Challenge. Returning this year to the FCC is the National Team Challenge. Held once every four years, 11 national teams will compete, but only the top three will qualify for the Battle of the Lion, with one emerging victorious. SpecialityCoffee&Tea will play host to the FHA Barista Challenge and the first FHA Latte Art Challenge, while the Asian Pastry Cup will be held in conjunction with Bakery&Pastry. Competitions at WSA include the RIPE-WSA Cocktail Challenge as well as the WSA Wine Challenge. Entries from across the globe will be judged by a panel of Asia’s top wine buyers and writers for the WSA Wine Challenge. Awards for the winning wines will be presented at the first MAGNUM NIGHT, an exclusive networking event for the international wine scene, on 8 April 2014. The winning labels will also be displayed at an exclusive tasting lounge at WSA. Conference – The FHA International Conference this year has more than 90 speakers and will throw the focus on key issues currently affecting the industry, paramount among
them is the manpower crunch and ways to ease it. In view of this, the conference will feature a plenary session and an in-depth masterclass to provide the industry with practical solutions on how to deal with the manpower shortage. Other topics that will be covered include managing hotel operations and revenue optimisation strategies; managing F&B operations and food concepts; latest technologies for the hotel and F&B; food Safety, covering latest food regulations and contamination detection methods and food product innovation and development. Commenting on the value the shows bring to the industry, Ms. Margaret Heng, Executive Director of Singapore Hotel Association says, “FHA and WSA provide industry practitioners with an exciting one-stop shop on the latest products, services and technology solutions from all over the world. The synergy of the two shows offers an excellent platform for networking and the sharing of best practices. In addition, the competitions are a great opportunity for talents from the region to showcase their skills while at the same time, promoting knowledge exchange. Constantly staying ahead with new and refreshing concepts, FHA and WSA are two events which the hospitality industry is always looking forward to with eager anticipation.” “Overall, FHA and WSA deliver a comprehensive, holistic and meaningful event for the whole industry,” added Mr Tan. “Providing businesses with the latest innovations, new food products and unique amenities to choose from, as well as sharing ideas, knowledge and best practices will in turn translate to an enhanced experience for the consumer.”
Since 2010, WSA has been held alongside FHA to give it the space and distinction to grow into a premium trade exhibition of spirits and wines for regional buyers. Spread over 5,000sqm the show has 200 exhibitors from 20 countries/regions and seven group Hotels
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Wine & Gourmet Japan 2014 Returns with Robust Growth and Increased Global Participation The fifth edition of Wine & Gourmet Japan is set to make an impact with its largest and most impressive international line-up to date.
From 02 – 04 April 2014, the three-day event at Tokyo Big Sight in Tokyo, Japan, will be geared up to welcome 72,000 trade visitors from all over Japan, comprising of buyers, retailers, manufacturers and professionals from the wine, spirits and food service (HRI) markets.
Partnering Japan’s dedicated wine and spirits networking business platform in Japan are five other successful trade fairs – FABEX, Dessert, Sweets, Bakery & Drink Festival, PB-OEM, Japan Meat Industry Fair, and Japan Noodles Industry Fair. Reinforcing the line-up this year is the confirmed participation of 9 country and 4 product pavilions, featuring a varied selection of Japanese wines, sake, and zones for international wines and beer. In total, Wine & Gourmet Japan and its partner fairs will welcome 900 companies globally, over 500 wines, a myriad range of gourmet foods, as well as a dedicated specialty coffee zone. The specialized and dedicated platform has more in store:
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A program of exciting and relevant industry-focused seminars, specially designed to address the industry’s needs and spotlighting the latest trends. Mr Michael Dreyer, Vice President Asia Pacific, Koelnmesse says, “The Wine & Gourmet Japan platform has grown from strength to strength over the years. It started with playing a pivotal role in only the Japanese fine foods and wine industry, but over the last few years, it has increased in global participation; the show has grown in depth and breadth.” Raising the Bar: Wine, Spirits, and Beer Galore With its 2014 instalment, Wine & Gourmet Japan raises the bar in more ways than one. It will kick-start the inaugural World Wine Pavilion, as well as feature 9 country pavilions from
key countries such as Australia, Germany, Italy, South Korea, Portugal, Singapore, South Africa, Singapore, and Spain. Positioned as a platform for wineries to showcase their wines, the World Wine Pavilion has received overwhelming response from renowned wine-producing countries such as France, Chile, and Greece, as well as exotic non-traditional wine-producing regions such as Azerbaijan and Montenegro. The Japan Wine Pavilion will return and feature home-grown Japanese wine breweries from Yamanashi, Nagano, Hokkaido, Iwate, Yamagata, Kyoto, and Niigata. The largest country pavilion, Spain, will also present the country’s diverse and lesser-known wine regions, ranging from La Mancha, Murcia to Valladolid. The German Wine Institute (DWI)
familiar exhibitors. For the first time, the Korea Cacao & Chocolate Association (KCCA) will bring chocolate confectionery manufacturers to feature premium chocolate products from Korea.
will also turn up in full force with its delegation of German wineries. Headlined by the German wine princess, Sabine Wagner, visitors will find the vivacious 22-year old wine princess from the German Rheingau region introducing her country’s wines at the German Pavilion.
The inaugural Italy Pavilion will also welcome 10 producers who will showcase unique Italian produce such as pasta, sauces, mozzarella and other cheeses, bakery products, wine and spirits, olive oil, and horse meat.
Lending their support to the World Beer Pavilion is the Japan Beer Sommeliers Association (JBSA), where beer importers from countries such as Belgium, Brazil, England, Germany, and Italy will be exhibiting. The professionals will offer an introductory sommelier course, which includes ten different types of beer, tips on beer-tasting, and how to combine beers with different Japanese dishes.
Supported by the Singapore Food Manufacturers’ Association, the Singapore Pavilion will return after a successful debut last year, with solid exhibitors such as ACE Synergy International Pte Ltd, Tai Hua Food Industries Pte. Ltd, WANIN Industries Pte. Ltd.; as well as new participants SMH Food International Pte Ltd, Unifood International Pte. Ltd, and Win Win Food Singapore. v
A World of Fine Food The food and beverage segment will welcome both new and Hotels
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Supporting Programs ProCafé - 2 & 3 April In response to the fervent coffee culture in Japan, Wine & Gourmet Japan will introduce ProCafé, a new initiative and zone created for coffee industry professionals. It includes educational sessions titled ‘Coffee Seminar for Sommeliers’ as well as classes helmed by stalwarts of the coffee industry, such as Yoshiaki Kawashima, founder of Mi Cafeto Co., Ltd and a well-known advocate for protection and preservation of coffee in Madagascar’s Mascaro. Hiroyuki Seino, a renowned international wine sommelier, will also present the latest coffee trends, Japan’s fascination over the perfect brew of coffee, various brewing techniques and types of coffee-brewing machines. Wine Kingdom Returning again this year is the successful supporting program on wine appreciation organised by Wine Kingdom. The wine appreciation program will provide wine-matching tips and advice to a highly targeted group of buyers from the Japanese bar, restaurant, and hospitality sector. This year, the spotlight will focus on traditional Japanese cuisine, washoku, which was recently added to the United Nation’s cultural heritage list.
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About Wine & Gourmet Japan Wine & Gourmet Japan is one of Asia’s most relevant trade fair for conducting business with Japan’s fine wine, food and beverage industry. Organised by Koelnmesse Pte Ltd in partnership with Japan Food Journal and co-located with FABEX, Dessert, Sweets, Bakery & Drink Festival, PB-OEM, Japan Meat Industry Fair, and Japan Noodles Industry Fair, the fair serves as a dedicated food networking business platform in Japan and reaches out to various cross segments of visitors. Wine & Gourmet Japan 2014 will be held in Tokyo, Japan at Tokyo Big Sight from 02 – 04 April 2014. For more information about Wine & Gourmet Japan 2014, please visit www. wineandgourmetjapan.com.
The countdown to Host 2015: hospitality business and trends in the year of EXPO The countdown has already begun for next year’s show, to be held concurrently with the Universal Exposition. After the record figures of Host 2013 and the fact that more than 600 companies have already committed themselves to the exhibition, we are preparing the ground for a kaleidoscopic, highly innovative show.
China, Russia and India. 38,400 business matches were requested with buyers thanks to the virtual Expo Matching Program. There was a parallel increase in quality, with an even greater attendance by starred chefs, and even greater attention to design and creativeness. This was further emphasized by the launch of two new prestigious awards: HOSThinking, for the design of innovative formats, and Host Smart Label, which rewards environmentally sustainable products and services. The high level of satisfaction expressed by exhibitors has had an immediate effect: more than 600 companies have already registered for next year’s show and, since registrations for Host 2015 opened on 1st of February, the number of companies registering has been growing constantly.
Creativeness. Innovation. Design. Taste. International flair. These are the main ingredients for successful companies which have managed to create a unique recipe, serving really special coffee, inventing an original type of pizza or adding that indefinable touch to their hotel. These ingredients also ensure the success of Host, International Hospitality Exhibition, the global leader in the hotel, hospitality, catering and Retail sectors. So it comes as no surprise that, as each day passes, excitement is growing among the key players of the 2015 show. In 2015 the show will run from Friday 23 to Tuesday 27 October, during the six-month-long EXPO in Milan: an ideal combination which will enhance the business proposals of the event, and is perfectly in line with the theme of the 2015 Universal Exposition, “Feeding the Planet, Energy for Life”. These expectations are based on the record figures from
As the show gradually approaches, companies will be able to benefit from numerous goal-oriented initiatives: observatories, coverage at the most important international shows, such as the International Chef Congress, Identità Golose, ad hoc treatment for the macrosectors (Professional Catering with Bread-Pasta-Pizza, Pastry and Gelato with Coffee/Tea, Furniture and Tableware) and, more particularly, in-depth scouting to contact as many buyers as possible.
Host 2013, held last October: 1,700 exhibitors attended from 48 countries (+6.5% with 350 new entries), of whom 559 were foreign (+16.5%), and 133 thousand professional visitors (+7% compared to 2011) of whom 38.7% were from the international field (51,600; +21% compared to 2011). There was a two-figure increase in the number of professional visitors from the USA (+28%), Russia (+64%), the UAE (+141%), Japan (+24%) and Germany (+14%). In all, 1,500 international buyers attended, with especially large delegations from Hotels
It’s precisely this careful selection process which makes it possible to increase the number of goal&
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oriented opportunities for match-making, as confirmed by the buyers who flocked to Host 2013 from all over the world, and came away with the impression of a show buzzing with dynamic business opportunities. In the words of one Indian buyer, “…from the layout to the way it was organized, the whole event was extremely impressive. Sometimes we get the impression that Italy is a country on the decline, but the sheer vitality of this show and the quality of the exhibitors gave us exactly the opposite impression”. “We are building two 5-star hotels with 400 and 330 rooms in Beijing and Canton – commented one buyer from in the hotel sphere in China (Beijing), “and, thanks to the fact that the whole product sector attended Host 2013, we were able to contact all the suppliers we needed for the two projects at the show.” “We met representatives not only of Italian companies but also from other countries, like Germany, France and Poland,” – added a buyer from Kazakhstan, part of a numerous delegation of buyers from Russia and other Russia-speaking countries. “What’s more, we noticed that there was excellent coordination between the various companies of individual product sectors, making our work much easier: for example, between coffee roasters and producers of coffee-machines.” “We deal with a vast range of products, food, drink and 34 | March-April 2014 |Hotels
products associated with them,” added a buyer from Brazil. – “The fact that the whole product sector attended Host enabled us to develop new business contacts: for example, we made contact with a large Italian company with whom we will be drawing up a contract to supply a complete coffee system, from the capsules to the espresso coffee-machine.” The concept of Host is proving effective not only for emerging countries but also for more mature
markets. A buyer from Belgium explained: “In my country, the market of catering suppliers, which my company used to deal with, is fairly stagnant. So we have decided to reposition ourselves in terms of supplies for communities. Thanks to the incredibly comprehensive offering at Host, I also managed to find the products we have been looking for that will enable us to reposition the company.” For further information about Host: www.host.fieramilano.it, @ Host2013 #Host2015.
Revolutionising Technology Trends The Hospitality Industry As technology developments continue at a relentless pace, it can be difficult for hotels, leisure providers and those in hospitality to keep up with recent changes, let alone look to the future. However, the savings and improvements that technology can deliver mean that managers and directors really need to keep one eye on these six trends.
The sum total of these drivers is that cloud technology is no passing fad: for the hospitality sector it is the new norm. For instance serviced apartment specialist City Nites, has chosen to replace its on-premise legacy system with a new cloud based hotel management system. The cloud deployment was chosen because it allows City Nites to minimise property hardware requirements, reducing overall cost of ownership. Likewise, Hunley Hotel & Golf Club has moved its hotel management system to the cloud as it reduces the administrative and IT burden of hosting and maintaining the application on site and offers lower upfront capital expenditure and an easier way to get regular upgrades to the application to ensure it is always up-to-date. Mobility Mobile is the new face of computing as devices such as tablets and smartphones revolutionise the way we interact with technology. Hospitality is no exception to this revolution, in some cases leading the way.
Cloud / Software as a Service (SaaS) Software delivered as a service, rather than held on premise is already a mainstream technology topic and despite being a new concept in the hospitality sector, it is already big news. At Infor, I would estimate around 85% of the queries we see from hospitality companies and hotels include a serious look at cloud computing. Two main factors are behind this. Firstly, upfront investment is lower with the cloud as there are no initial hardware costs or associated expenses such as full time, in-house IT staff to maintain the system. Secondly, hotels like the idea of taking the head-
ache and distractions of IT off their site, leaving them free to focus on the day-to-day business of looking after their guests. As well as the low capital expenditure of the cloud and the cultural â€œfitâ€?, there is also the fact that implementation timetables can shrink from months to days, resulting in immediate and obvious benefits in obtaining time to value. Hotels
There has often been the expectation that because hotels are, by their very nature, fixed entities, mobile technologies may have minimal impact. However, this myth has been thoroughly laid to rest as tablets, mobile phones, smartphones and laptops have become critical tools on both sides of the check-in desk. City Nites accesses its hotel management system on Apple iPads to eliminate old-fashioned, manual registration desk processes. This enables hotel team members to Culinary ASIA | March-April 2014 | 35
management information and customer communication. Elsewhere, integration offers the possibility of being able to “revenue manage” the guest across all areas of their stay: this requires transaction level interfaces but need not be complex to use. Critically it aligns the marketing -based personalised offering with the financial outcome of the revenue secured.
‘meet and greet’ their guests at any location, improving the personalisation of the check-in experience and reducing the costs associated with static reception desks and all their technology at each location. These benefits are not reserved for just large international chains: the low capital expenditure investment for mobile hardware and much reduced software costs mean that mobile is a viable option for small independent properties, looking to develop customer service as a competitive edge. Social Social media has had a profound impact upon the hospitality industry. Trip Advisor has become one of the main sources of information for people researching holidays, hotels and leisure facilities. Meanwhile, newer social tools like Facebook or Twitter are quickly becoming just as influential. For any hotel to not at least monitor social media is tantamount to willingly flying blind. The online reputation of a property is business critical. It does not however, stand alone as a marketing department concern, but relates directly to daily operations. As such, social media monitoring 36 | March-April 2014 |Hotels
MUST be interfaced with the hotel management systems so that swift, appropriate action can be taken.
- it is embedding the process of capturing guest preferences and proactively using that data.
Looking again at City Nites, the organisation is improving its online reputation by monitoring relevant comments made via social media channels such as Twitter. These comments can then be answered and addressed by both marketing and operational personnel. Incorporating social media into City Nites’ hotel management system in this way makes it easier to track all the possible sources of comments – especially when promotions are running.
For example, if a guest comments on the facilities in the room to someone on the front desk as they leave for the day, the data can be passed to the relevant operational team for the issue to be rectified and the guest notified upon their return - delivering a truly personalised service at all levels of the stay.
Personalised systems Customers expect their experience within a hotel to be totally personalised to them: from the welcome message on the television screen and food preferences to additional services such as personal training or flowers in the room. This quickly creates a huge range of valuable customer preference data that needs to be fed into the hotel management system in order to deliver a personalised, high quality service for each return visit. This is not just a case of linking the customer relationship management system into the hotel operations
Integration Hotels span many functions - from accommodation and event catering to specialised facilities such as golf or health spas. Each of these areas has, traditionally, operated an individual software system. Whilst this approach has delivered specific functionality, it has also led to silos of information. Integrating these systems can provide more comprehensive management information, faster reporting and a truly comprehensive view of profitability. In the case of Hunley, integrating the hotel management system with the restaurant point of sale application (Squirrel) means that the hotel has a comprehensive view of revenue per guest or event. The hotel can also pull together truly holistic reports for
On a wider scale, there are developments towards a complete open industry approach, connecting central reservations systems via the HTNG open interface standard, whilst other CRM applications can be linked via flexible web services integration with open API’s that are compliant with industry standards. Globalisation The last major trend currently in the hospitality industry is globalisation. In the 21st century, hotel companies will need to adopt different management approaches to survive and develop amidst high levels of economic uncertainty. As international trade and business expand, there is no question that international links will become more important for the hotel industry. This means that the technology systems in use - especially those in large chains - must account for the global perspective. This may be something as relatively simple as issues of scalability or international languages, or something as complex as accounting for different regulations and working practices in different countries. All of these trends have already brought about a profound change in the hospitality industry - and they will continue to disrupt and redefine operations. From the back office to front of house, from the hotel to the corporate office, the technology that underpins these changes will deliver a sharp competitive edge at all levels.
How to Supercharge Your Hotel Revenue After Rebranding A Tale of Two Brands (based on a true story)
By Vikram Singh
would not be allowed to use the former brand name. And they meant it: not on the website, not in Pay Per Click ads, Display Ads, not even whispered over the breakfast buffet. Any utterance = massive lawsuit. Pow! From an online revenue perspective, our First important task was to make sure all the property’s digital assets were acquired and accounted for. These included: • Domain name • Website files • Analytics • Social media accounts • Historical revenue and online marketing reports At the same time, we had to come up with a unique revenue recovery strategy. We had to match the revenue the hotel was producing as an established brand but without ever mentioning the old brand name.
A couple of years back, there was a hotel asset. It lived in a spectacular location, right on the shore of the Pacific Ocean. But alas, it was caught in the middle of an epic battle between The Brand (who managed the hotel) and The Bank (who owned the hotel). This 500+ room hotel was located in one of the fastestgrowing cities in the US. The Brand had a strong presence in this location, and in other metropolitan cities. It was a regular haunt of A-list to D-list stars. The Brand was strong, but The Bank was stronger. Someone had to intervene. There are very few private equity funds who could have made a bid for an asset in this much legal turmoil. But one did, and it had a very powerful reason to do so. That reason was pure profit. Even without The Brand, there was money to be made from this beautiful princess of a property. knightThey called for reinforcements – enter my team in shining armor! Our goal was clear: supercharge hotel revenue after rebranding to minimize negative impact from the loss of the brand name. How did we know we could do it? You see, when
the hotel owners, the brand, and/ or the management company disagree, something inevitable happens: the hotel loses focus and revenue stumbles. Even with all its advantages, we knew the hotel was not peak performing.
Let the games begin.
No marketing/revenue management plan can ever be successful without setting goals. In this case, the goal was clear: not to have too much of a revenue drop when the old brand faded away at the stroke of midnight.
What’s My Name Again? There was no time for custom design jobs. But there was a working website which had been designed by a big box hotel marketing agency. We quickly ripped the site off the browsers and recode it using WordPress. Calls to action and device compatibility were addressed right away. (It’s amazing how many simple things are missing from expensive “custom” hotel websites). For the record, the former management was absolutely in love with their website and vendor. It never ceases to amaze me that when people really like how their website looks, they don’t even notice (or care) how poorly it is performing.
Into the Fray The deal was finalized with a really, really big catch. The new owners
Well, no matter. No time for redesign! With the new asset managers backing us on the right
I define a lodging business to be peak performing when the % direct revenue booked is at its maximum possible number. Basically, that means you are selling more rooms directly to your guests than anyone else in your market.
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Manage Your Rates & Distribution. Value-based pricing is the best practice whether you are a brand name or not. Remember, no amount of online marketing or social media activity will make up for an inadequate rate and distribution strategy. Forget Groups. Probably the worst business you will ever get. Get FIT (flexible independent travelers) or go home. If your asset is in a major metropolitan area, capture direct demand and convert it.
usability issues, we deployed the new site in one week. With the keys to the asset in hand, we walked into the hotel with new asset managers for the takeover meetings. The official handover date and time was finalized, and that’s when we are slated to go live with out marketing campaign. At the stroke of midnight, our site and campaigns will launch with the hotel’s new name. There is one small issue…we do not have a name yet! Amazing but true. We have taken over the online assets, have a website ready to be deployed, and a marketing campaign ready to be unleashed… as soon as the new owners can agree on a name.
we now lovingly call “The Larry.” The Results: 30 Days After Takeover Here’s what we delivered in Month 1: -48% increase in year-over-year total revenue -23% increase in year-over-year web and mobile revenue Instead of just minimizing the loss of revenue, we helped The Larry come out of nowhere and make 50% more money than it was making as a well-established brand in a major metropolitan beach market.
This will be a sobering thought for a lot of brand name aficionados, but the name of the asset was not decided until 8pm on the day of the official takeover. Basically 4 hours before the legal deadline.
How did this miracle happen? Well, First of all, it is not a miracle. Brands no longer have the same power in major metropolitan areas. “The Larry” proves that a major brand simply is not required to pull in online bookings, you just have to know what you are doing.
Ironically, the name they chose was a common First name. It was the equivalent of calling the hotel “The Larry.” The website and all the online campaigns went live with the finalized name. And at 12:15 am EST, the First reservation was booked from London at the hotel
How We Did It There are five things that, when properly executed, can supercharge your new asset’s revenue when you are losing the brand name. (Also, a tremendous amount of caffeine was consumed in the making of this epic transition.)
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Leverage Online Travel Agents. You need and want the billboard effect. The only way to capture that is to get a solid relationship with one of the top OTAs (Booking. com or Expedia, your choice). In the end, if you have to go exclusive with an OTA for top placement, in the words of Nike marketing… Just do it! Budget for Effective Online Marketing. Budget to win, not to skim the surface of your locationbased demand. Example: this 500room hotel post- takeover was spending $40K/month on online
marketing. Before takeover, the brand hotel was signed up with a $2000/month marketing package – which was producing nothing. Don’t bring a knife to a gunfight. It never works. Know the Difference Between Vendors and Partners. A vendor can be good at carrying out tasks. Do not confuse “doing things” with setting strategy. Rebranding calls for targeted strategy and fast implementation. Every case is unique; you cannot count on someone with 600 clients to give you a winning strategy. The End? “The Larry” had one of its most amazing years in terms of total revenue growth. A lot of asset managers got hefty bonuses, you’re welcome. The private equity fund used “The Larry” case study at its global investor meeting, showcasing their strength in transforming underperforming assets in major metropolitan area. “The Larry” was closed for renovations after a super-successful 1½ years. It is now going to become a brand new concept hotel and residence brand.
Top technology gadgets for the modern hotel room Marc Budie, technology director at Quadriga, recommends the top ten bits of technology that every hotel room should have, ranging from the most obvious to the more unusual. Multipurpose power sources – Sounds obvious, but you’d be surprised how many times hotel guests have to dive under a desk to access power sockets to connect and charge their laptop and mobile. Another option is for hoteliers to provide a connectivity panel which enables content from a laptop, digital camera or MP3 to be viewed/listened to via the television so they don’t have to keep recharging their batteries. High definition televisions (HDTVs) are the focal point of every hotel room and there are a huge variety of models for hoteliers to choose from to suit differing room sizes and budgets. They should provide a range of high quality HD channels to reflect the needs of guests and most major suppliers including Samsung and LG, for example, offer a range to suit all requirements and budgets.
High speed internet access (wired and wi-fi) in hotel rooms is a must for any business traveller and now many leisure travellers too. Almost all hotels now provide internet access, but the main challenge for hoteliers is offering guests the same level of broadband service in a hotel room as they receive at home, in terms of speed, reliability and security. One way of doing this is by offering a tiered bandwidth service, i.e. pricing the broadband service according to usage, where those who use less bandwidth pay a smaller fee than those who require more. This will also allow hoteliers to control the amount of bandwidth available to each guest and deliver a fairer and more reliable service.
MP3 docking station and alarm clock are two essential gadgets for many travellers. Apple has sold over 100 million iPods and many travellers use them to listen to favourite songs, watch movies, or view family photos, so any docking station that couples as an alarm clock should be at the top of any hotelier’s list for in-room gadgets. Alternatively, most in-room televisions also double up as an alarm clock.
Mirror televisions are more commonly found in bathrooms, saunas and swimming pools at luxurious hotels. They are equipped with high definition technology, digital tuners and touch screen functionality. In fact, there were some impressive Mirror TVs being demonstrated at the recent CES in Las Vegas.
Lighting and climate control may not seem at first an advanced piece of technology, but allowing guests to set these remotely to suit their changing moods, whether they’re just waking up, working, or relaxing is becoming an important feature of a hotel room. West End hotel, St Martins Lane, is a good example of mood lighting and The Peninsula Shanghai has weather gauges on its in-room control panel, allowing guests to decide if they should put on an extra layer before heading outside. Hotels
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Former Google CIO to Open HITEC 2014 Former Google CIO, Douglas Merrill will address the 2014 Hospitality Industry Technology Exposition and Conference (HITEC®) attendees during the opening session on the relevant topics of organizational security and data protection. Merrill will speak to on Monday, June 23 at the Los Angeles Convention Center in Los Angeles, Calif. In addition, HITEC has secured two other experts to give keynote presentations later in the week. RFID (Radio Frequency Identification) door lock for keyless entry to a hotel room and other areas of the hotel is becoming more popular in hotels across the world. In addition to this, new technology has been developed to allow guests to use any brand of mobile phone to gain access to their hotel room, so they don’t have to worry about their keys at all. Face recognition key locks and LCD screens connected to a digital camera to let guests know instantly who’s outside their door could also be an intriguing guest security proposition for future new build properties.
As the former CIO and vice president of engineering at Google, Merrill oversaw a team of 1,500, as well as all aspects of technology and several high profile projects, one of which, Google Checkout, is now a multibillion dollar business. Informed, passionate and brilliantly counter-intuitive, he now helps companies around the world learn how to build their own sustainable cultures of innovation. Merrill’s latest project is ZestFinance, a big data fuelled underwriting and short-term loan service that provides customers with an affordable alternative to traditional payday loan companies. He holds a doctorate in cognitive science from Princeton and is the author of Getting Organized in the Google Era: How to Get Stuff Out of Your Head, Find It When You Need It, and Get It Done Right. “Given the recent data breaches and the growing interest behind big data we felt the attendees at HITEC 2014 could benefit from the expert advice from all of these keynote speakers,” said Frank Wolfe, CAE, HFTP CEO. “The methods for data theft, cyber security, and understanding customer data are constantly evolving. Gaining insights from these individuals will equip our industry with the tools needed to stay ahead of the curve.”
Energy management systems which adjust the temperature and lights in a hotel room upon detection that the room is empty and an air-powered hair dryer to help save water and energy usage are interesting concepts. A combination of energy-efficient air conditioning, a rainwater harvesting system and low energy lighting can reduce a hotel’s carbon footprint by 75 per cent compared to the average establishment. Guest sensors have been fitted in Hotel 1000 in Seattle that monitor when a guest enters and leaves so that lights and other technology in the room can be switched on and off accordingly. In addition, The Upper House in Hong Kong uses infrared signals to allow housekeeping staff to tell if the room is occupied by pressing a button. And, finally, technology to rotate a Croatian hotel once every day is being explored to give every guest a sea view during their stay. Not viable for every hotel, but boy would it help you stand out from the crowd. 40 | March-April 2014 |Hotels
The Tuesday, June 24, morning keynote session will feature global thought leader, Rachel Botsman. Botsman will explain to attendees how the rapidly growing collaborative economy is transforming production, finance, education and consumption. She has inspired a new economy with her influential bookWhat’s Mine is Yours: How Collaborative Consumption Is Changing The Way We Live. Botsman is the founder of Collaborative Lab, the leading source of expertise for companies and governments that want to embrace the collaborative economy to revolutionize business and society. Following the insightful session by Botsman, the closing keynote will focus on corporate security with practical insights into real work situations relevant to many industries, presented by Eric O’Neill, former FBI operative and subject of the film ‘Breach.’ The session will teach attendees the top 10 things they should be doing to secure their company. After 25 years with the FBI, O’Neill now runs The Georgetown Group, a security firm out of Washington, DC. HITEC 2014, a service of Hospitality Financial and Technology Professionals (HFTP®), is the world’s largest hospitality technology exposition and conference. The conference is June 23 – 26. HITEC offers attendees essential education, access to experts and hospitality technology vendors, the opportunity to network with top leaders in the industry and the resources to find cost-effective ways to improve company bottom lines. Attendee registration and the housing bureau are now available on the web site. Visit HITEC.org for complete information about the conference and exhibition events, including the conference schedule, a list and map of exhibitors and all the current HITEC news. For more information about HITEC, contact the HFTP Meetings and Special Events department at email@example.com, (800) 646-4387 or +1 (512) 249-5333.
Engaging Guests In
‘Emotionally Valuable Moments’ By Doug Kennedy - HCA Columnist & President of the Kennedy Training Network - http://www.kennedytrainingnetwork.com
Hotel marketing professionals recognize that today’s consumers are increasingly looking for genuine and authentic interactions with those they do business with. That is why smart companies from all service industries recognize that we have entered the era of ‘hyper-personalization’. Doug Kennedy When it comes to marketing, the evidence is everywhere. Just look inside your snail-mail inbox. Instead of receiving promotional letters and postcards that read “Dear Valued Client” or “Dear Honda Owner,” if you are like me you are probably receiving mailings starting with “Dear Doug.” Just recently I received a mailing from Jiffy Lube, almost to the day I was thinking it was getting time to change my oil. The postcard not only read “Dear Doug,” but also specifically referenced my 2013 Honda Odyssey Minivan being in need service. Evidence also abounds when we turn on the television; some of today’s top advertising campaigns speak to “you” the consumer. One such example is the commercial series for TD Bank, which uses the tagline “It’s time to bank human again” in a series of hilarious commercials that juxtaposi-
tion the dehumanized, impersonal service experiences that “big box” banks are known for against the friendly, customer-focused TD Banks offer. Other examples include the Discover Card campaign using the phrase “We treat you like you’d treat you,” and showing distressed credit card holders phoning in with a problem and reaching an empathetic customer service agent who turns out to be another version of themselves, another version of themselves. Then there’s my personal favorite hotel industry commercial, which is for Shangri La Hotels & Resorts, using the phrase “There’s no greater act of hospitality than to embrace a stranger as one’s own.” (All of these commercial campaigns are posted for Hotels
public viewing on YouTube.) There is also evidence that the hotel industry is starting to adapt to these personalization-seeking consumers, perhaps being nudged forward by hotel inspection companies. Traditionally hotel inspectors focused mostly on the mechanics of interactions, such as if the front desk receptionist used your name a total of three times, or if they handed you your key card instead of sliding it across the desk. Now most seem to have added a criteria along the lines of “Overall, did you feel welcomed upon arrival?” Many of my own prospective hotel training clients are asking our KTN team for training that helps the frontline colleagues deliver what we refer to Culinary ASIA | March-April 2014 | 41
as “Emotionally Valuable Moments.” However based on my own experiences as a frequent business traveler, most hotels are not addressing this topic nor providing their frontline colleagues with the tools they need to deliver this experience. Here are some examples: - As a conference speaker, I arrived at a large hotel in Dallas flying the flag of one of the top four hotel chains. Although plenty of staff were there at the door – all wearing finely appointed uniforms – the doorman was engaged in a personal call on his cell phone when he opened my door, and continued the conversation when he got my luggage out of the trunk of my taxi. He only interrupted the call long enough to say “Hold on… ‘Sir, did you need help with your
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bags from here?’ as he was obviously soliciting a gratuity. - At another stop along the speaking tour for the same series, all of which were held at hotels that were part of major brands, I tried to strike-up a conversation with my room service waiter as he set-up my dinner. When I asked, “Didn’t this used to be a (name of another brand) hotel? I think I stayed here before…” he responded gruffly, “It might have been, but that was a long time ago. Is your tray okay sir?” quickly ending the conversation and making me feel old. - While staying at a large, remote four star resort as part of a difference conference I found myself with a unique need for assistance. As many writers do, I prefer to use the “old school” instrument of a freshly sharpened pencil to formu-
late my initial ideas into outline form before typing. Having finished doing this upon landing at the airport I hurriedly placed the pencil in my pants pocket, then later inadvertently stabbed myself, lodging the pencil tip into the center of my right-hand index finger. Have you ever tried to remove a splinter from your own (dominate) hand? After several attempts with my left hand, I went down to ask the guest services staff if someone could please assist. They then called their safety officer (security), and reported back that they could not assist as it was an insurance liability issue and suggested that I visit an E.R. for my splinter. Now I’m not a hospitality law expert, but I could not see why their safety officer could not put on some latex gloves and simply pluck the splinter out with tweezers, as it was very near the surface. I cannot imagine this
simple first aid request ending up in front of a jury especially since I had provided “Expressed Consent.” There are many more such examples of times where I feel like I have interacted with a robot not a person. I don’t think I am alone, either. How many times have you been greeted by a service provider who says “May I help the next customer in line?” when you are the only customer in sight? How often have you been served a meal that did not taste good so you did not eat much, and then have a food server who says “How was everything, good?” with a nod, and you just nod back and say “Yes, it was good” intending never to return? Yet this is not always the case. Oftentimes I do receive authentic, genuine service as I have frequently written about too.
So the question then becomes “What can we do to help our team provide personalized, authentic guest service experiences?” Many hotel companies focus on the mechanics, such as the scripting and communications techniques. Yet we can have a service provider say all of the right things but still come across as being impersonal . This is why we have to train guest service in a new way – to teach our staff to understand what it is like to be on the other side of the front desk, the other end of the phone line, or the other side of that guest room door.
- Do you host leisure guests? Families? What events might happen to these gets while on their way that could cause them to be feeling stress, especially upon arrival? The more we talk about guest experiences with our frontline colleagues, the more they will understand what guests are going through. From there it will be much easier for them to provide a more personalized style of service that will bring out the best in others they encounter.
Here are some training tips - Talk about the demographics of the guests you are hosting. What are some of the main reasons why guests stay at your hotel? - Are you near a major medical center where they might be going for treatments or to visit family? Discuss how this might cause stress or create special needs. - Are you near a university or college? What might it be like for a parent who is traveling with their high school senior who is thinking of relocating to the area? - Do you host business travelers? What are their experiences like? What pressures do they encounter to perform while on the road?
About Doug Kennedy Doug Kennedy is President of the Kennedy Training Network, Inc. a leading provider of customized training programs and telephone mystery shopping services for the lodging and hospitality industry. Doug continues to be a fixture on the industry’s conference circuit for hotel companies, brands and associations, as he been for over two decades. Since 1996, Doug’s monthly hotel industry training articles have been published worldwide, making him one of the most widely read hotel industry training authors in the world. He is the author of Still On The Road to Sales and Guest Service Excellence. Visit KTN at: www.kennedytrainingnetwork.com or email him directly: firstname.lastname@example.org Hotels
Culinary ASIA | March-April 2014 | 43
A U T H E N T I C | H O S P I TA L I T Y
Stories of Genuine and Authentic Hospitality From The Choice Hotels 2013 Regional Conferences By Doug Kennedy - HCA Columnist & President of the Kennedy Training Network - http://www.kennedytrainingnetwork.com
As a conference speaker and hotel industry trainer, I spend a lot of time on the other side of the front desk and know all too well the many situations, circumstances and downright quandaries business travelers can find themselves facing from lost luggage, forgotten items, and challenges en route. As a father of two now teenage children, I also understand the challenges that even leisure travelers can come across when staying at hotel.
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ver the many years I’ve worked in the hotel business I have grown to better-understand the “stories” our guests are living out every day on the other side of the front desk, at the other end of the phone line, and behind our guest room doors. As a guest I’ve attended weddings, graduations, anniversary parties, but also funerals, emergency rooms and memorial services. I have traveled to conduct interviews and also to be interviewed; to attend meetings and also as the meeting planner. I have traveled as a first time parent with a new born baby, and also as the primary care giver to an elderly parent with arthritic needs and special dietary concerns. Now I am so much better prepared than I was at age 20 when I got my first job outside of our family business to work in a hotel.
Back then I thought travel was always fun, adventurous and exciting. It took me years to understand the vast spectrum of reasons why guests travel that are far beyond “business” or “leisure.” Now in my hotel industry conference presentations and private on-site hotel trainings, it is my job to help our frontline colleagues to betterunderstand the guest “stories” being lived out every day behind our guest room doors. This month and next, I’m excited to be traveling to six different cities to present at the Choice Hotels 2013 regional conferences presented by the Choice Hotels Owners Council (CHOC) and have been speaking about the subject of fostering empathy for and an understanding of guest experiences to “unmask” and “re-humanize” our guests. One of my break-out activities is to ask participants to work in groups to share the details of a unique challenge, dilemma, or quandary that a
guest was facing, along with what their hotel associates did to assist. I have to say it was so refreshing to hear an abundance of examples of how our industry’s hospitality superstars have attended to the special needs of guests facing unusual circumstances. Here are but a few examples the owners and managers of the various Choice Hotels shared during my workshops so far. - Associates got to know a guest who stayed two days every week when in town as a traveling nurse. They found out he lived in a remote area and had to travel for work as the breadwinner. They also found out he had two beloved young boys back home that he missed deeply. He even shared that his favorite routine at home was to eat Coco Puffs cereal each morning with them. They now stock a special box of Coco Puffs just for dad each week! Maybe he can go on Skype on his phone
now and share a video breakfast with his boys before school!
orders for take-out, thus meeting the minimum delivery fees.
- Another guest was in town every week for chemotherapy treatments. The team got to know him and he had shared that the treatments made him lose his appetite. One staffer asked “Is there anything you can think of that you do have an appetite for?” “Fudgesicles” said the guest. From that moment on the team always had a Fudgesicle ready for that guest on his treatment days during future visits.
- One participant shared a story that a woman was in town for an interview but did not have with her the right blouse to match her outfit. The front desk associate went home after work, washed, ironed and then delivered a “loaner” blouse of her own that was just perfect.
- Several participants shared stories of having long-term guests who were displaced due to natural disasters such as tornados, hurricanes, and wild fires. One example was a woman who was staying several weeks and getting tired of ordering take-out from the three pizza chains, as the specialty full-service restaurants in the area had minimum orders to deliver. The staff started regularly including her in their own Hotels
- Another participant shared that a regular guest liked to enjoy a nice shot of Cognac brandy with local friends each evening. I’m not a brandy drinker, but I can guess such high-end beverages are not available in “mini” size and that it is not practical for a business traveler to travel with large bottles. I also know this beverage can be quite expensive and you wouldn’t want to purchase a new bottle each visit just for a few sips. This guestfocused hotel pro-actively offered to store the guest’s Cognac in the Culinary ASIA | March-April 2014 | 45
manager’s office between visits. (She did add that they marked the line on the bottle!) - Several hotel owners in remote areas talked about how they had personally driven guests to the airport when there was an emergency or a lack of (timely) local taxi service in remote small towns. One story involved a 20 something young woman driving through a small town on the way to a wedding. The rental car broke down and she was going to miss the wedding. The only flight was from a small airport 45 minutes away, and the town of 1600 did not offer taxi service. Instead the owners drove her to the airport themselves. Another owner in a small town says his staff routinely awakens him at 5am when a distressed guest (just finding out there is no local taxi service) is in need of a ride to the regional airport. - Another hotel manager in Texas had a child that had just graduated from the local University last May. At the breakfast buffet, she met a mom who was in town to help her student find housing at the same college as a freshman. The manager then offered to drive the mom and her student around to tour the housing options, along the way providing “insiders” tips. - Yet another compelling story was about how an observant front desk associate remembered that the day before, a man and his teenage son mentioned how they 46 | March-April 2014 |Hotels
were going to a remote local lake at a state park for some fishing. The next day she took note when the housekeeper mentioned that she had cleaned a room where the beds were not even used. She put two-and-two together and realized they were probably stranded and sent a local tow truck. Sure enough, their car was stuck in the mud and they were sure happy to be rescued. - Just today a participant shared a story that a guest said her mother was having a panic attack. The associate immediately used her better judgment and called 911 even though she was not requested to do so. The mother later flat-lined in the ambulance as the result of a heart attack. Thankfully the first responders were able to revive her on the way and she lived to tell the story about a truly excellent hotel. She is fine now after heart bypass surgery.
As a result of these stories that my participants have shared, I am so looking forward to the last 3 of 6 Choice Hotels regional meetings. I wish more hotel brands had these types of conferences and asked for this type of training. The longest journey is from the head to the heart. It is easy to talk about hospitality but not so easy to live it daily. That is until you get the momentum started. Then it becomes not only easy but also joyful and reminds us why we do what we do in this business. As a reader, I would love for you to email me with your own examples of how frontline associates of your hotel have gone above what is expected and required to meet the special needs of a fellow human being we routinely call a guest. All hotels are welcome to contribute regardless of brand, affiliation or property type. I will share more examples in “Part Two” of this article later this month.
Marriott International Expands its Courtyard Footprint in Central India, with Opening of Business Hotel in Bilaspur - in Chattisgarh
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Marriott International strengthens its presence in Central India with the introduction of its Courtyard by Marriott brand - a premium business hotel strategically located in the commercial district of Bilaspur, which will cater to discerning business visitors and locals alike. The Courtyard by Marriott, Bilaspur officially opened its doors in the presence of Dr. Raman Singh, Honorable Chief Minister of Chattisgarh making it the 11th Courtyard in India. The brand is already present in Mumbai, Chennai, three in Pune, Ahmedabad, Hyderabad, Gurgaon, Kochi and Bhopal. Speaking on the occasion Mr. Rajeev Menon, Area Vice President, South- Asia, Marriott International Inc, said, “In recognition of the growing popularity and potential of certain key markets in Central India, we decided to enter Bhopal with the Courtyard brand. Our entry now into Bilaspur is a continuation of that specific growth strategy. Central India has been growing and attracting business visitors in a big way and Bilaspur being the country’s largest power generating hub is a city that is rapidly growing and offering numerous business opportunities. It is our endeavor to offer Bilaspur’s visitors – a hotel that offers the best in hospitality like only Marriott can, thereby giving them an experience that makes their stay comfortable and memorable.” Courtyard understands business travelers and through continuous research, the brand constantly evolves to meet guests’ changing needs. Combining innovative technology with style and comfort, the adaptable lobby space offers options so guests can make the most of their time on the road. On behalf of the owners, of the Courtyard By Marriott Bilaspur Mr. Sanjay Gupta (Director of City Mall 36) said, “Marriott® is an international lodging leader, with more than 3,900 properties and the broadest portfolio of brands in the industry. We are delighted to partner with this renowned hospitality major to bring the first international business hotel to our city. Bilaspur is home to people and business visitors who recognize great value and service and hence, we are positive this hotel is sure to meet their every requirement.” Speaking on the occasion of the launch, Mr. Amit Midha, General Manager, Courtyard by Marriott, Bilaspur, said, “Marriott’s entry into this dynamic and growing city is our attempt to offer visitors and guests a business hotel that offers smart and innovative hospitality, ensuring the right mix of services that would help guests maintain a good 48 | March-April 2014 |Hotels
work balance and thrive during their stay.” Courtyard by Marriott Bilaspur guestroomCourtyard by Marriott, Bilaspur offers a choice of 106 (including 70 deluxe rooms, 30 superior rooms, 2 junior suites and 4 courtyard suites) well lit spacious rooms with natural lighting and contemporary décor. All the rooms are amongst the most spacious one will find in the city and are thoroughly equipped with state-ofthe-art modern amenities. Guests will be captivated with a wide and exciting array of international and regional cuisines at the hotel. It offers an incredible gourmet experience with its trademark restaurant, MoMo Café. In addition, the property has MoMo 2 Go for those on the move; MoMo 2 You for a dining experience in the comfort of one’s own room and Bar Thirty Six to relax and unwind over refreshing drinks. The Courtyard by Marriott, Bilaspur features the only banquet space in the city with a pre-function area and largest indoor halls that comfortably accommodate over 1000 people thereby making it the preferred choice for a professional business activity or a personal celebration for friends and family. One-on-one business meetings will be a seamless and smooth experi-
ence thanks to the range of facilities that each of the meeting rooms offer to guests. The Courtyard by Marriott, Bilaspur is thoughtfully designed to assist guests with their requirements, with stimulating environments and an enthusiastic staff to ensure nothing comes in the way of the guest having the best hospitality experience ever! Courtyard by Marriott offers a refreshing environment that helps guests stay connected, productive and balanced. Intuitive services and design accommodate guests’ needs for choice and control. With more than 950 locations in 38 countries and territories, Courtyard hotels participate in the award-winning Marriott Rewards® frequent travel program that allows members to earn hotel points or airline miles for every dollar spent during each stay. For more information or reservations, contact the Courtyard by Marriott Bilaspur directly at (+917752 432222) , call the Courtyard toll-free number at 800-321-2211, visit www.courtyardshatin.com or become a fan at www.facebook. com/courtyardshatin For more information or reservations, please visit: www.marriott. com.
22nd International Travel Show TT Warsaw The 22nd International Travel Show - TT Warsaw 2014 will be held on 27-29 November 2014. This is the largest industry event in Poland attracting exhibitors from around the globe and providing a meeting platform for the most important tourist institutions and organisations in Poland. The partner country of the upcoming edition will be Egypt. members of the tourist industry in Poland. An important part of TT Warsaw is reserved for the industry contests, which select products and services assisting in the growth of tourism in Poland.
The last yearâ€™s edition was visited by nearly 20,000 Polish and foreign representatives of the tourist industry. Over 400 exhibitors from 48 countries presented their offer. TT Warsaw hosted exhibitors from various countries, regions and towns, representatives of travel agencies, agents, hotels, tourist attractions and companies providing services for tourism. As part of a tradition now, the trade show was also visited by members of Polish government, as well as ministers, diplomats and representatives of industry institutions and organisations. The Role of the Trade Show The potential of the trade show as a promotional tool and an effective image creator is utilised by national organisations. There are many conferences, where representatives of countries present their plans for growth and development of tourism in their nations. TT Warsaw is also a place where valuable business contacts are made. The exhibitors present their offer for the next summer season, as well as summarize and reflect on the past season. For many years, TT Warsaw has been a platform for exchange of experiences and discussions of the most important 50 | March-April 2014 |Hotels
Congress Tourism and New Technologies The trade show has a separate sector for conference and congress tourism, represented by hotels, and facilities prepared to host and organise large conference events at the highest international level. TT Warsaw hosts meetings and presentations relating to the newest technologies, which assist in the quality and effectiveness of work in the tourism sector. Attractions for Visitors TT Warsaw is also an event targeted at individual clients. In addition to learning about the offer for domestic and foreign travel, there are theme sectors dedicated to active forms of leisure. The 22nd International Travel Show - TT Warsaw will be held under the honorary patronage of: Deputy Marshal of the Parliament, Minister
of Economy, Minister of Sport and Tourism, as well as the President of the Capital City of Warsaw. Contact Public Relations: Agnieszka Kuzma-Filipek, Lawenda Public Relations, email@example.com, tel. 601 99 10 89 Joanna Kuzma, Lawenda Public Relations, firstname.lastname@example.org, tel. 502 096 072 Ewa Prochowicz, head of the marketing department, MT Targi Polska, email@example.com, tel. 22 529 39 26 ---------------------------------MT Targi Polska is one of the of leaders on the Polish market and the largest organiser of trade shows in Warsaw. Each year, the company organises seven trade shows for over 2,000 exhibitors and 80,000 visitors. The trade shows organised by MT Targi Polska are well known abroad and considered as some of the most important in their respective industries in Poland. They are: Euro Gastro, EuroLab, CrimeLab, TT Warsaw, Lato, WorldHotel, Infrastructure.
p e r s o n a l i t i e s
Robert A. Rauch, CHA Robert Rauch serves as President of R. A. Rauch & Associates, Inc. He is a nationally recognized hotelier serving clients in all facets of the industry. Rauch has over 35 years of hospitalityrelated management experience. Widely recognized as the “hotel guru,” Mr. Rauch maintains a blog where he expounds upon insights and trends in the hospitality industry at www.hotelguru. com. Mr. Rauch also served as General Manager of full-service four Diamond hotels for Hilton and Embassy Suites. His education qualifications include a bachelor’s degree in Hotel Administration from Western International University and a master’s degree in Tourism Administration from Arizona State University. He is a Certified Hotel Administrator and has served as chairman of numerous tourism organizations nationally and in the western U.S. Mr. Rauch currently serves on numerous Boards of Directors. He has been directly involved in developing several leading brand hotels, some of which the firm still owns and manages. R. A. Rauch & Associates, Inc. currently operates 17 hotels throughout North America and is arguably the fastest growing hotel management firm in the United States. Rauch founded the website hotelguru.com and publishes Hospitality Innsights, an electronic newsletter. He is a Faculty Associate at Arizona State University where he teaches Entrepreneurial Recreation and Tourism.
Doug Kennedy is President of the Kennedy Training Network, Inc. a leading provider of customized training programs and telephone mystery shopping services for the lodging and hospitality industry. Doug continues to be a fixture on the industry’s conference circuit for hotel companies, brands and associations, as he been for over two decades. Since 1996, Doug’s monthly hotel industry training articles have been published worldwide, making him one of the most widely read hotel industry training authors in the world. He is the author of Still On The Road to Sales and Guest Service Excellence. Visit KTN at: www.kennedytrainingnetwork.com or email him directly: firstname.lastname@example.org
A 25+ year industry veteran, and known as “the ops guy” during his tenure at Hilton Hotels, Steve DiGioia has redefined the operational and service standards for multiple food and beverage departments for some of the best names in the industry. His book “Earn More Tips On Your Very Next Shift…Even If You’re a Bad Waiter” is an easy to follow training method that can be used across all industries, resulting in better customer retention and repeat business for your company. Steve also writes a blog focusing on Customer Service Stories and training tactics. 52 | March-April 2014 |Hotels
HospitalityTechnology2014 to Showcase the Latest in Technology Advancements
verything the horeca industry needs to create unique guest experiences can be found at HospitalityStyleAsia2014. To be held from 8 – 11 April 2014 at the Singapore Expo, the biennial trade event is one of six speciality shows of Food&HotelAsia2014 – the largest and most comprehensive industry event of its kind in Asia. Into its 8th edition, HospitalityStyleAsia has established itself as the leading sourcing ground for furnishing, finishing and fitting needs of hospitality businesses in the region. Having more than doubled the number of exhibitors over the last five editions, the show is an extensive showcase of everything from foodservice products and equipment; guestroom and bathroom amenities; indoor and outdoor furniture; housekeeping equipment and tableware including chinaware, glassware, porcelainware and cutlery among many others. Ms. Ting Siew Mui, Project Director of Lifestyle Events at Singapore Exhibition Services, organiser of HospitalityStyleAsia2014 says, “As the region’s hospitality arena becomes more competitive, it is increasingly important for businesses to pay greater attention to the finer details in order to stand out. HospitalityStyleAsia provides a platform for relevant businesses to source for unique products and services to enhance the ambience of their establishments and improve overall guest experience.” Prominent exhibitors at next year’s show include Andy Mannhart, Fieldcrest, Kian Contract, Luzerne, Ocean Glass, Q Verbeelen, Rak Porcelain, Riedel, Sambonet, Sia Huat, SICO Asia and Zwiesel. Renowned as one of the top creators of fine ceramic and stone tableware for the world’s leading hotels and restaurants, Singapore-based Luzerne is one of the anchor exhibitors at next year’s show. Commenting on their participation at HospitalityStyleAsia2014, Ms. Elaine Lek, Head of the Global Brand Team says, “We have exhibited at multiple editions of the event with our local partner Landex. However as our global presence has grown, establishing a stronghold in our home base is one of our top priorities. Therefore, HospitalityStyleAsia2014 will be the first time Luzerne is taking up an entire island on its own. We believe the show is a great platform where we can establish qualified leads, meet key decision makers of our existing clients, as well as gather new prospects for our database. In addition, Luzerne will also be launching six new contemporary collections.” Echoing her sentiments is Mr. Chris Chan, General Manager of Kian Contract, the leading contract furniture designer and manufacturer in Malaysia. He says, “This is our third time exhibiting at HospitalityStyleAsia. Our previous experiences have been positive as the visitors were very relevant and we received quite a number
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of queries from countries such as Singapore, Indonesia and The Philippines. This has spurred us on to take a bigger space for the upcoming show in order to showcase a larger suite of furniture solutions as well as make greater headway into the Singapore market.” Debuting at HospitalityStyleAsia is American-based Big Ass Fans, manufacturers of fans that are uniquely designed, of superior quality and meticulously engineered for hospitality businesses across the globe. Commenting on their participation at the event, Mr. Josh Eddy General Manager for Asia Pacific says, “Exhibiting at HospitalityStyleAsia will further serve our aim of increasing brand awareness in the Asia Pacific hospitality market and establish our presence as the pre-eminent air movement solutions expert. We will be showcasing our brand new Essence fan ranging in size from 2.4-metres to 4.3-metres as part of our commercial product range. We will also be launching the 1.5 metre Haiku LED module, as well as introducing the 1.5 metre Haiku Extended Profile for the Asia Pacific region.” As one of the shows under the Food&HotelAsia umbrella that attracts visitors from more than 100 countries/regions, HospitalityStyleAsia does see its fair share of big name buyers. Some of the key visitors who came to the 2012 edition hailed from some of the world’s most established market players, such as Banyan Tree Hotels & Resorts, Best Western International, Brotzeit International, Hilton Worldwide, Marco Polo Hotels, Meritus Hotels & Resorts, Pan Pacific Hotels Group, Park Hotel Group and Tung Lok Restaurants. v