60 Second Guides Industry Voice Inside CWT Destination Regional
Transcription
60 Second Guides Industry Voice Inside CWT Destination Regional
UKM2484b Vo l u m e 4 I s s u e 4 2 0 0 4 The Business Travel Magazine for Carlson Wagonlit Travel 60 Second Guides Austrian Airlines and Best Western Industry Voice Hilton and United Inside CWT The Future Of Business Travel Destination Athens Regional Review Africa 21st Century Car Hire Travel Gadgets Body Language Club World. More beds, more places, more often. contents editorial As we come towards the end of 2004, I think we’ll all readily agree that it’s been another challenging year for the business travel industry – never a dull moment, really, with all the ups and downs that we’ve been going through. And, as we speak, there is still a mixture of uncertainty yet, at the same time, a sense of buoyancy – opposite trends that make forecasting the future that much harder. What we can say, for sure, is in the airline business, it appears to be a buyers’ market, with passenger numbers on the rise, even with the proliferation of carriers cruising the skies these days. But this again brings us back to the question of capacity and what airlines are going to do about it, with that decision becoming ever more crucial, day by day. Yet despite these buoyant figures, there are still real concerns about the way airlines are performing. Some are having a very hard time of things; others are working on margins which are, frankly, unsustainable and already we’re seeing signs of travellers being affected – a knockon effect that may be storing up trouble for the weeks and months ahead. I hope I’m wrong, but I’ve been wondering if we haven’t been seeing signs of the silly season in recent weeks, with the industrial relations’ climate somewhat stormy, to say the least. We survived a potential ‘summer of discontent’, with strike threats settled at the last minute. But when carriers are having to squeeze costs, something has got to give – and maybe people are saying they’ve had enough. A state of affairs that is typical of the problem we’re seeing throughout the industry and one we’ll have to turn our full attention to, sooner, rather than later, to try to make the year ahead less ‘challenging’ than we’re soon to leave behind. 18 Editor-in-chief: Jason Clarke Executive Editors: Shital Shah, Maria Rammou Published by BSP Creative Ltd. For further information, please contact: Jason Clarke or Shital Shah at: Business Support Services Carlson Wagonlit Travel Maple House, High Street, Potters Bar, Hertfordshire, EN6 5RF Email: [email protected] Web: www.carlsonwagonlit.com 16 24 26 28 news features Industry Update . . . 4 Industry Voice . . . 8/32 Athens . . . 18 Hilton What the Olympic legacy gives to Radisson SAS opens up in Hotels hails the Disability Belfast/Stansted and Gulf Air beds fly to Discrimination Act, while United Airlines new heights. highlights changing demands. Greece. Travel Gadgets . . . 24 corporate Corporate News . . . 6 CWT Future of Business and pleasure – electronic Business Travel . . . 10 marvels that suit both modes. CWT’s Jim Tweedie charts the trends dictating the way business moves. Three major promotions have created a dynamic new Global Account Management team – reinforcing Carlson Wagonlit Travel’s top-level, worldwide service. 21st Car Hire . . . 26 How rental giants have moved with the 60 Second times. Guides . . . 15/23 Quick-fire facts of business life from Body Language . . . 28 Best Western and Austrian Airlines. The natural way to talk business. Regional Review . . .16 Africa’s wake-up call: turbulent past or Jim Tweedie EVP North Europe profitable present? C o n n e c t Vo l 4 - I s s u e 4 3 N E W S N E W S in brief industry news bmi jets off to Vegas bmi has launched a new Manchester-Las Vegas service – opening up a string of new connections to western USA. The new route will operate three times a week: Tuesdays, Thursdays and Sundays – a huge boost for Manchester’s long-haul services, with bmi the first airline offering scheduled flights from Manchester to America’s western states. Closer to home, bmi has opened up a new route between London City and Leeds Bradford, with nine daily flights. Barcelona Hilton business JAL lets passengers sleep on it World-beating Gulf beds down in style Japan Airlines is making the going easier for business travellers – with an overnight ‘Good Sleep Service’, in First and Business class, from selected Asian gateways into Japan. Gulf Air will become the world’s first carrier to house the ‘next generation’ of sky beds – after clinching a £5.6 million deal for more than 200 First and Business class seats on its six-strong Airbus 330 fleet. The new routine – fuelled by customer demand – means quieter, less brightly-lit cabins, ‘do not disturb signs’ and a wakeup call just half an hour before arrival. The airline is the launch customer for the revolutionary new seating module – from French design company EADS Sogerma – due in service next March. The service has also led to key changes in the carrier’s meal service, with more substantial departure lounge dishes, inflight snacks served on demand and new-style breakfast menus. Successful test flights mean JAL’s ‘Good Sleep’ will now be available on certain flights from Singapore, Kuala Lumpur and Bangkok. Radisson SAS checks in to Belfast and London Stansted meeting rooms, 120 restaurant and bar. Re-born Belfast is the latest business destination to welcome Radisson SAS – with a hi-tech seven-storey hotel in a new city centre business park just minutes from means the city centre. The £13.7 million property is a complete Hilton’s showpiece hotel in Spain’s second wi-fi zone – throughout its five stylish city is up and running again after major refurbishments during 2004. guest rooms Meanwhile, Stansted has become home to the group’s 10th UK hotel – just two minutes’ walk from the terminal. The smart airport property has wi-fi access in all 500 guest rooms and 26 meeting rooms. There’s also a superb spa and pool, three ‘designer restaurants’ and Europe's only 'Wine Tower' – holding some 4,000 bottles. The 433-room Hilton Diagonal Mar is a choice business location – right in the heart of Barcelona’s financial and commercial district and next to the new International Convention Centre and up-market Diagonal Mar shopping mall. Overlooking both city and sea, the 11storey hotel has eight meeting rooms, a 1,000-seat conference hall/banqueting suite, Executive Lounge and Business Centre. United Mileage Plus offers hundreds of ways to earn and redeem miles for rewards on United and Star Alliance flights – To join visit: www.unitedairlines.co.uk/mileageplus Air Eurostar’s powerful new look Eurostar’s entire 27-train fleet is being given a major makeover during the next 12 months – refreshing both First and Standard Class carriages. The revamp is designed to create the ideal, on-board business environment, with First Class becoming both hi-tech, high speed office and relaxing comfort zone. Delta ties up KLM e-ticket deal First Class passengers will have their own ‘private cabin space’, with full-sized bed and unique ‘changing room’, with Business Class travellers enjoying exclusive lounge-bed sleepers. Delta Air Lines has signed up another partner in its growing interline e-ticketing alliance, following agreement with KLM. The deal follows 10 similar tie-ups which have seen Delta join forces with airlines across North and Latin America and in Europe. Launch destinations include London Heathrow, where Gulf Air has become the first Middle Eastern airline to open a dedicated departure lounge. Cumberland comes to London The capital’s newest world class hotel has opened for business at the top of Park Lane – promising new standard-setting service. The Cumberland, managed by Thistle Hotels, is a haven of contemporary design, coupled with exceptional comfort. Continental springing into Bristol Bristol is being put on the direct flight-path to New York – with daily services between the two cities scheduled to start next May. The pioneering route – linking south west England with the US for the first time – is New UK-Scandinavia services from SAS The hotel’s 900 rooms are equipped with the latest technology – plasma screens or LCD TV entertainment centres, plus internet connections. Aberdeen and Newcastle have new daily links to Copenhagen, with the extra services complementing the airports’ existing flights to Bergen and Stavanger, operated by partner airline Wideroe. Elsewhere, there are two bars, a brasserie and the ‘Market’ restaurant – serving 11 styles of food from five different kitchens. More SWISS flights from London City Meanwhile, the hotel’s meeting complex has 26 rooms with advanced audio visual aids. being hailed as a victory on both sides of the Atlantic, with business travellers leading the cheers. Flights will leave Newark’s Liberty International Airport at 7:30 pm, with next day 7:30 am arrival in Bristol. Return services will leave Bristol at 9am, with a same day noon touchdown at Liberty. SWISS is trebling services from London City to Switzerland this winter – with 12 daily flights split between Basel, Geneva and Zurich. Overall, the new timetable features 36 flights a day to the three destinations from four UK airports: London Heathrow, Manchester and Birmingham, as well as City. Hilton Competition Winner Cheryl Braganza of Unilever Bestfoods UK has won a weekend break at the Hilton Waldorf for completing our survey in the last CWT Connect Magazine. C O R P O R A T E N E W S corporate news Top management team boosts CWT’s global role Richard Lovell Three major promotions have created a dynamic new management team – reinforcing CWT’s top-level service around the world. Liliana Frigerio Announcing the news, Hubert Joly, worldwide company President & CEO, said the new structure would further strengthen CWT’s ability to deliver bottom line results, adding: “CWT is already one of the most global and technologically advanced travel management companies in the world. Our geographic structure will also allow us to provide great service to local companies whatever their size.” Richard Lovell becomes Chief Operating Officer, CWT Europe, Middle East & Africa (EMEA), with overall responsibility for the region. He joins Jack O’Neill, Chief Operating Officer CWT North America, and Geoffrey Marshall, President CWT Asia Pacific & Latin America, as a key member in the new top-level management structure. Lovell, formerly Executive Vice President, EMEA, is also now in charge of CWT’s global hotel organisation. Commenting on his new role, Lovell said: “I am delighted to be working with a highly experienced and motivated, multi-cultural team that has driven Carlson Wagonlit Travel forward during the recent turbulent years in our industry. “We can now look forward to further developing our global strength, while still preserving the essential flexibility to meet 6 Philippe Vinay the requirement of our local EMEA markets. I have every confidence that our customers will continue to benefit greatly from this exceptional team of travel professionals.” Liliana Frigerio – becomes Executive Vice President, CWT Global Account Management and Solutions Group. Ms Frigerio, who carried out a similar role at European level, will be in charge of global accounts - with direct responsibility for the global Solutions Group, CWT’s consulting arm. In her new post, she will work closely with Martin Warner, Executive Vice President Global Sales & Marketing, and CWT’s Chief Information Officer, Loren Brown. The high-level team has been handpicked to further expand CWT’s relationships with global companies of all shapes and sizes and to harmonise the use of common tools throughout the business travel world. The third key management change sees Philippe Vinay appointed Executive Vice President, CWT Human Resources, on a global level, having headed up HR in the EMEA region for the past four years. His new worldwide position has been created specifically to match CWT resources with key global business priorities. F E A T U R E I N D U S T R Y V O I C E Industry Voice As the Disability Discrimination Act comes into force, Mark Selawry, Vice President of Management Services for Hilton UK & Ireland, explains how crucial this issue is for the hotel industry’s future. Mark Selawry On 1 October 2004 Phase 3 of the Disability Discrimination Act came into force. This act deals with making goods, facilities, services and premises more accessible to disabled people. At Hilton, we take the view that this is not something separate, but an extension of our customer service culture which will now embrace even more guests. With an estimated 10 million disabled people in Britain, the legislation should be seen as an opportunity and not as an obligation or burden. As a customer base, disabled people spend in excess of £50 billion in the UK economy every year. Over the years, I think there has been a culture of avoidance – and of fear – from both sides when it comes to the question of hotel access for disabled guests. But there is no doubt that the new legislation has focused attention and helped us as an industry to take a completely fresh look at this issue – with full support and guidance from our team of disability champions. This meant learning what we needed to do to make our hotels fully accessible to 8 people of various disabilities. It wasn’t just a question of a installing a few wheelchair ramps but of understanding how disabled people felt about their ‘customer journey’ within our hotels – and how it could be improved. And where there was concern, we addressed it. That’s where our ‘mystery auditors’ helped enormously – we collected valuable feedback from disabled people, who toured our hotels and reported back with recommendations for improvements. And then, of course, there is Michael McGrath – Hilton’s disABILITY Champion – whose continuous advice has been invaluable. Overall, the challenge has been to ensure ‘reasonable access’ to all, which in practice means removing all barriers to key hotel areas – from entering the building, to eating in the restaurant, to room layout. Not just physical barriers either; reasonable access means providing measures that help guide deaf or blind guests around the hotel, and perhaps most important, training staff to identify and respond to the needs of our disabled customers. F E A T U R E I N D In addition, the DDA now requires disabled people to take responsibility and do something...communicate with the service providers that they use and compliment and encourage those who have embraced the Act. Organisations that are accessible to disabled customers will be more accessible and appealing to all stakeholders – and Hilton continues to learn from its disabled guests directly. U S T R Y V O I C E It’s a huge job and one that has involved millions of pounds to get right – both in terms of the way hotels must change and in the intensive training of staff to support that changing environment. But get it right we must if we are to fully meet the needs of the growing number of guests who make up a significant segment of the market. These guests are not a liability – but opportunity! Hilton has taken this issue very seriously, in keeping with our reputation as a market leader. But it is not a competition as to who does it best – a united front amongst the industry can only help ensure disabled guests – and their needs – should never be ignored again. F E A T U R E C W T ’ S S E R V I C E F For those of us with longer memories, the sight of dapper globetrotter, Alan Whicker, filling our TV screens is like a second coming. Yet, at the same time, the way the high profile ad campaign has been scheduled makes it seem like he’s never been away. Hardly a commercial break goes by without the trademark moustache and immaculate blazer popping up in a quirky setting – Japanese sushi bar, South Sea hot tub, desk drawer. Big money in the Whicker’s world of today, where the promotion for internet travel bookers, travelocity, is taking place. The reason the e-booker is splashing out for all those prime slots, plus Whicker’s not insignificant fee, is to steal a march on its rivals in the race for the tourist pound. At the same time, it is hoping this mass exposure will help the company pick up clients in the business travel sector. That’s the theory, but there’s a world of difference between sending someone off on holiday and meeting the needs of even the smallest company, for whom the travel E A T U R E C spend and what they get for it, is vital to the bottom line. And it is this value for money issue – rather than just concentration on price – that is going to take on crucial importance in the battle for business travel that lies ahead. That’s certainly the expert view of Jim Tweedie from Carlson Wagonlit Travel. The company’s Executive Vice President, North Europe, has watched the way business is moving and has come to this firm conclusion. “The big risk is that if we are just going to be concerned about price, then people are going to go out of business. There’ll be fewer airlines, for instance, and from a situation where we now have plenty of options, that choice will be reduced if we, as an industry, don’t make the right choice now. “My role is just to highlight what will happen if we keep to this course.” Tweedie has no objection to the ebookers moving into the business travel market, but he is keen to stress the difference between the newcomers and the well-established concerns that deliver an altogether different level of service. This experience helps travel management companies react to the slightest change W T ’ S S E R V I C E in the market and to chart the course for customers for months, and sometimes years ahead. Said Tweedie: “Companies like expedia and travelocity will do what they do and no more. But there is still a real demand for total travel management and providing we continue to provide a service and our customers are prepared to pay for it, we’ll keep on making a difference.” CWT argues that, because of its size and influence in the industry, the company can make that difference for clients of different shapes and sizes – and that its service costs no more than about five or six per cent of a client’s total travel spend. want and one that we have the experience and ability to supply.” Despite all the wealth of technology at the industry’s disposal, those who know the business best remain convinced that the future does not depend solely on electronic aids to the exclusion of all else. For example, despite Self Booking Tools being hailed as ‘the future’ several years ago, take-up rates are lower than anticipated. Said Tweedie: “Technology is a marvellous addition and we wouldn’t be where we are today without it, but we must never forget the human element. “Companies like expedia and travelocity will do what they do and no more. But there is still a real demand for total travel management...” “It’s not just the big boys who can get the best out of travel management companies,” said Tweedie. Small businesses can benefit with us just as well, with better rates because of who we are and the size of our global operation. “We’re also delivering more flexibility, especially in the small to medium sized enterprises sector, with our Corporate Select Product – a much more bespoke, made-to-measure service that customers For some jobs, people can reach parts computers can’t and we’ll continue to use the intellectual capital we have built up over many years. “Every new development has been supposed to wipe out what went before, but that has not always been the case. Our approach is evolutionary rather than revolutionary and that’s what really makes the travel world turn round.” MOST IMPROVED AIRLINE IN THE WORLD Skytrax Airline of the Year Awards 2004 The worlds largest passenger survey For further information please contact your Carlson Wagonlit Travel Office. redefining the Orlando experience ticktockticktockticktockti tockticktockticktocktickto JW Marriott Orlando, Grande Lakes London City to Antwerp Brussels Jersey Liverpool Luxembourg Manchester and Rotterdam Architecturally stunning and unmistakably Spanish in style, the 1,000-room JW Marriott Orlando, Grande Lakes is soon to become central Florida's premier destination. The JW Marriott Orlando, Grande Lakes is located at Grande Lakes Orlando, situated on 500 acres of lush tropical landscaping at the Headwaters of the Everglades. Opening in July 1, 2003, the resort features an innovative 40,000-square-foot spa, a Greg Norman-designed 18-hole championship golf course and brilliantly designed meeting 40 flights every weekday. Regular as clockwork. Serving seven destinations. From London City Airport. Flights so space — ensuring an experiential feast for business, reliable you could set your watch by them. In fact flights so reliable that in 2004 we’ve topped the CAA charts for meeting and leisure guests alike. punctuality. Time after time after time. VLM Airlines. Business travel by the numbers. JW Marriott Orlando, Grande Lakes… Redefining the Orlando Experience… For more information contact Carlson Wagonlit Travel F E A T U R E 6 0 S E C O N D G U I D E 60 Seconds Guide Austrian Airlines gets the quick-fire fact treatment in our regular series featuring business travel’s biggest names How big is big? The Austrian Airlines Group is formed from a trio of carriers, Austrian, Lauda Air and Austrian Arrows, operated by Tyrolean. Austrian operates scheduled flights across the network, Austrian Arrows concentrates on short haul, scheduled services within Europe and Lauda’s main focus is long haul, scheduled flights on leisure routes and charter services. Where’s home? Head Office in Vienna – main European hub for Central and Eastern Europe, with 466 weekly frequencies to Central and Eastern Europe. And abroad? Austrian Airlines Group flies to 124 destinations in 64 countries across five continents. Our speciality is high-quality routes to Eastern & Central Europe where we serve 39 destinations – more than any other Western European carrier. Long haul services have grown by 25% during 2004, with daily departures to Australia, China, Japan and Thailand. A lot of people, then? In 2003, 8.5 million passengers chose to fly with us. This figure is expected to rise substantially in 2004, with passenger numbers already registering 6.4 million by the end of August. C o n n e c t Vo l 4 - I s s u e 4 Put it another way? Average Passenger Load Factor JanuaryAugust 2004: 74%. And a lot of planes? The fleet consists of 99 modern aircraft, ranging from the CRJ, via Boeing 777 and A319 to A340s. Airline alliances? Austrian Airlines has been a member of Star Alliance since 2000 – a combined route network carrying more than 300 million passengers a year to 894 airports in 129 countries. Austrian Airlines Group also participates in the Miles & More frequent flyer programme. Where did it all begin? Austrian began operating in 1958, with London an original route; Lauda Air was formed in 1979 and Tyrolean in 1980. The process of bringing the three airlines together began in 1994. The future? With a reputation for quality and security, Austrian will continue to offer the optimum service to customers – pioneering routes in Central & Eastern Europe and transporting more European passengers to dream, long haul destinations. 15 F E A T U R E R E G I O N A L R E V I E W F E A T U R E R E G I O N A L R E V I E W plus several other homegrown reasons for decline: poor governance, cronyism and outright corruption. The result has seen once wealthy countries, like Zimbabwe, going bust and oil-rich Nigeria and Angola poorer now than when they struck black gold. What to do Keep South Africa’s economy growing The continent’s powerhouse has made remarkable progress since the end of apartheid – when many commentators wrote it off without a chance, with dire forecasts for both country and economy. Now it has not only got its own house in order, it’s also the engine for increasing aid and investment throughout the continent – diversifying African economies, building infrastructure and transferring skills and technology. Key focal point is Gauteng – the continent’s business gateway – home to hi-tech business a new science park and a growth rate of 5.3%, almost twice as much as the national average. Mining Long seen as foreign exploitation of Africa’s natural resources, mining is now being promoted as an effective way of kick-starting many an African economy. Given that the continent holds 30 per cent of the world's mineral reserves – including 40 per cent of the gold and 90 per cent of the platinum, it makes perfect business sense. Africa’s wake-up call Turbulent past or profitable present? Crisis point If there were ever any doubt about the scale of the African problem, or the phenomenal effort needed just to bring the slightest relief, here’s the no-nonsense verdict from a man whose job it is to know. The latest report, from UN SecretaryGeneral, Kofi Annan, makes harrowing 16 reading – a stark list of worsening crises: Wars, HIV/AIDS, famine, economic stagnation and crippling poverty: facts of life in a continent where half the population – some 340 million people – live on less than 50p a day. This daily diet of misery rarely gets a mention outside Africa itself and is now only pricking world consciousness because of the tragedy in the war-torn Darfur region of Sudan – just one of many conflicts raging throughout the continent. But devastating as this is, it’s the scale of economic failure that’s the greatest danger – especially in subSaharan Africa, which bears the brunt of the continent’s troubles. Another UN report pulls no punches, declaring that this region’s decline is "absolute" – the only place in the world where poverty is on the rise. Somehow, the tide has to turn. Who’s to blame? African politicians have traditionally held the colonial legacy responsible for many modern day problems – with some justification. The way the continent was carved up in the hunt for vast mineral riches did store up trouble for the time when the foreign powers finally went home. But that old excuse is wearing thin following four decades of independence – C o n n e c t Vo l 4 - I s s u e 4 Countries are also now taking ownership of their natural resources, with Namibia carrying out the entire diamond production process on home soil, while aluminium ingots have become Mozambique’s best seller. DIY While trade links with the G8 economies are still crucial for survival in many African countries, there are signs that the continent is now seriously looking to take more control over its own destiny. The new leader of the African Union – covering all 53 countries – has made economic development the top priority, while NEPAD, another pan-continental body, is helping the UN ensure countries meet their economic commitments. The Asian experience The ‘post-Tiger’ emergence of India and China as major world economies is bringing plenty of opportunity for Africa – all very gratefully received. Strong links have been forged between India and individual African countries, through state visits, joint ventures and significant increases in trade. Now business chiefs are calling for companies to take greater advantage of this partnership – by targeting the India’s 300 million-strong prime consumer base. Success stories Despite the challenges ahead, there is real hope that economies throughout Africa will begin picking up throughout 2005. And as conditions improve, there are several positive role models to follow – the success stories that prove that Africa need not always be the Dark Continent. Botswana Again voted best African economy in the Global Competitiveness Report – topping much of Europe, Asia and Latin America – thanks to economic freedom and an improved standard of living. Tunisia Tunisia is being backed by the World Bank as it cements its status as number two African economy – helping build a more vibrant private sector and improve competitiveness. Morocco Close ties with India and a crucial gateway between Africa and Europe. Good relations with the EU and the US, with strong links to Tunisia, Egypt and Jordan. Lesotho Booming textile trade through lucrative US deal. Lesotho has created 35,000 jobs since 2000 and, last year, exported £225 million worth of clothing to the States. Rwanda All but destroyed by genocide a decade ago, Rwanda has restored political stability and was the first to volunteer to send troops to restore order in Darfur. 17 F E A T U R E A T H E N S F E A T U R E A T H E N S The Olym pic Legacy What the Athens’ Games For a place long hailed as the cradle of civilisation, Athens has not always been treated with the respect the Greek capital believes it deserves. Instead, it’s often been criticised as a shabby, chaotic city that compares unfavourably to the capitals of western Europe. That same attitude was apparent when, seven years ago, Athens was awarded the 2004 Olympics – bringing the Games back to their spiritual home. “Could Athens deliver on time or would the world’s greatest sporting spectacle resemble a building site?”, were some of the kinder criticisms. For a time, the city did its best to prove its doubters right, with only strong warnings from Olympic chiefs finally ensuring that the show would go on. Two weeks later, the Athens’ sporting summer was being hailed as one of the best-ever Games, with lavish praise poured on the organisation, the venues and the transformed city itself. Yet even before the applause had ended, critics were again on the case asking the £7 billion question: was it all really worth it? Yes, the event was an undoubted success but would the upside beat the downside and, crucially, what would be that allimportant legacy deliver? In financial terms, Athens is one of the alsorans, with the huge scale of Olympic commitment revealed by this stark fact: on the eve of the Games, the Greek national debt stood at more than £140 billion. But as a way of using the Olympic spirit to transform a host city, almost beyond recognition, Greece’s capital is in the gold medal class. Admittedly, there are still concerns that Greek taxpayers might still have to pay the huge price that comes with staging the modern day Games – not least the amount spent on a massive security blanket, with Athens responsible for the first post 9/11 Olympiad. There is also doubt over some of the smaller sporting venues, created especially for the Games and with little long-term future. But most of these criticisms appear to come from without, rather than within. would perhaps never have had the chance to escape its problem past. Instead, Athenians now have a city that can rival other major European capitals and, in some cases, can do even better. At its heart, a brand new transport network, supported by one of the world’s best security systems – built to deliver a coordinated response to fires and floods as well as the more sinister threats of the new world order. There’ll also be new homes and new exhibition and convention centres, adapted from Olympic venues. And last, but far from least, a raised global profile, with Athens crossing the line as a winner. In general, Greeks remain fiercely proud of the Games, without which their capital The world's most global hotel company InterContinental Hotels Group PLC is the world's most global hotel company and the largest international group by number of rooms. With over 3,500 hotels and 535,000 guest rooms in nearly 100 countries and territories around the world. Well connected Athens by air Popular bridge between east and west, with some 60 airlines using the awardwinning Eleftherios Venizelos airport, built especially to handle Olympic traffic. Athens by sea All shipping lanes lead to Piraeus – whether for island-hopping ferries, luxury yachts or giant supertankers. Piraeus has been gateway to Athens for more than 2,500 years and is still first port of call for millions of visitors every year. Athens by road Once rated one of the world’s worst driving cities, the Olympic has helped Athens turn the corner. Now locals and visitors can enjoy less congestion and pollution, fewer accidents and a ring road that keeps the city moving. Where to stay Hilton Athens Five-star luxury – with Acropolis views. The 530-room hotel has a superb Business Centre, Executive Lounge, Health Club & Spa, two swimming pools and four restaurants. Athenaeum InterContinental Athens Another five stars for this 540-room business and pleasure spot, featuring: wide choice of conference rooms; Business Centre; Health Club; swimming pool; Acropolis views. Sofitel Athens Airport Five-star meeting point for up to 700 people, just 15 minutes from Athens. Houses 345 rooms, restaurants and bars, plus fitness centre and pool. ▲ ▲ ▲ ▲ Just reward, not only for Athens but for the whole Greek nation which rallied to support the cause. mean for Greece F E A T U R E A T H E N S Restaurants and bars Bars Round-the-clock dining was an Athenian way of life long before the 24-hour culture captivated other capitals. Stavlos Once the royal stables, now chic club complex near the Acropolis. On the hour, every hour there’s always something and somewhere to eat – from five-star feasts to souvlaki stalls. Here’s just a taste of things to come. Balthazar Dining and drinking in classical greek surroundings. Altamira A true Athenian favourite, housed in a renovated mansion and featuring fabulous food from around the world. Cilentio Beautiful stately home setting for top class international cuisine, peppered with local tastes and traditions, and private banqueting suite. Hermion Quality and taste amid the tourist-traps of the Plaka dining district – and an elegant courtyard, too. Varoulko Among the best fish restaurants around, this Piraeus hotspot twists convention for world class modern cuisine. Rock’n’roll Recently voted among Europe’s 50 best bar/restaurants and popular start of the Athens scene. 20 Flight time: 3hrs 45 minutes Time zone: GMT+2 Parko Favourite outdoor spot in romantic park setting. Airport to city centre: Eleftherios Venizelos International lies 17 miles (27km) north east of Athens; 30-40 minute taxi ride costs £17 Central Sushi and cocktails with the ‘in crowd’ crew. Money: Euro – 1.5 to the £ Tango Cosy bar/restaurant in the heart of Psirri entertainment district. Filomousou Charming, traditional café, perfect for aperitifs and nightcaps. Shopping Kallisti One of the most interesting menus in town, built around traditional regional dishes, with plenty of fish and lamb. Athens at a glance Athens is a shoppers’ paradise, with something for everyone, from the latest designer labels to precious antiques and jewellery – not least that fashioned by one of the world’s greatest goldsmiths: Ilias Lalaounis. Key shopping areas include Kolonaki, Ermou Street and Monastiraki in the city centre, as well as Kifissia in the north and Glyfada on the south coast close to the airport. Weather: 43F°-55F° (6C°13C°) in winter; 73F°-91F° (23C°-33C°) summer Getting around: New, vastly improved metro system; taxis; trams Useful numbers: Police (100); Ambulance (166); Fire (199) Business links: British Hellenic Chamber of Commerce Promoting bilateral UK-Greek trade www.bhcc.gr Online Check-in Putting you one step ahead British Airways is continually developing new ways to make your travel experience simpler, faster and more enjoyable. Online Check-in is a perfect example; allowing you to check in from your home or office PC from 24 hours* before your flight and choose your preferred seat from our interactive seating plan. When you arrive at the airport, simply collect your boarding pass from a Self-Service Check-in kiosk and deposit your baggage at the Fast Bag Drop**. The latest development for Online Check-in lets you print your own boarding pass† using your home or office printer, on flights from London City or Edinburgh airport. You can also use this time-saving facility for your return flight from Geneva, Paris-Charles de Gaulle and another 22 European airports. Where this service is not available, collect your boarding pass from a Self Service Check-in kiosk or one of our conventional check-in desks. Using Online Check-in puts you one step ahead, leaving you with more time and freedom to relax in our British Airways lounge or do some last minute shopping. For a convenient way to check in, simply visit ba.com/checkin British Embassy Athens Key business contacts www.britishembassy.co.uk * Executive Club members can check in online from 24 hours up to one hour before departure. British Airways registered customers are able to check in from 12 hours up to one hour before departure. For flights departing from the US, Online Check-in closes two hours before departure. **For the latest information on where this service is available, please visit ba.com †Available for travel from the following airports Amsterdam, Athens, Barcelona, Berlin, Cologne, Dusseldorf, Edinburgh, Frankfurt, Geneva, Hamburg, Lisbon, London City, Madrid, Moscow (DME), Munich, Nice, Oslo, Paris (CDG), Stockholm, Stuttgart, Tel Aviv, Vienna and Zurich. Bordeaux will be available from 5 October 2004. UKM2484a F E A T U R E 6 0 S E C O N D G U I D E 60 Seconds Guide Best Western Hotels lines up for the latest lowdown on business travel’s big names How big is big? Great Britain’s largest group of independently owned hotels; the world’s biggest global hotel group – more than 4,000 hotels in 80 countries. Best Western GB has more than 300 hotels in a variety of locations and is constantly expanding its portfolio of two, three and four-star hotels. Meanwhile, the new Best Western Premier brand – outstanding properties with exceptional standards – has been added to the group’s wide range of unique, individually owned and managed hotels. Unique hotel accommodation. Your first place for business. Over 300 hotels across Britain, each with real character. Why are more business people choosing to stay at Best Western? It’s all in the detail. With each hotel offering its own distinctive character and style, you are assured a memorable experience every time. Take advantage of superb leisure facilities available at over 100 of our hotels, and with more prestigious AA rosettes than any other group of independently owned hotels in Great Britain, you’ll enjoy our exceptional cuisine too. In fact, the only aspect you’ll find the same is our consistently high level of service. So, if you’re looking for a business stay that’s always a pleasure, make Best Western Hotels your first place. For more information please contact your Where’s home? Best Western GB is based in York, with regional sales and conference offices in Leamington Spa. And abroad? Main international operations are based in Phoenix, Arizona with additional headquarters throughout the world. A lot of guests then? More than 300,000 worldwide – 90% in Europe and North America. What about business travellers? The Best Western brand represents the quality of service, value and individuality of a local hotel, combined with the highest standards of a global group. Each of Best Western GB’s hotels offers a unique experience – more than living up to business guests’ expectations. Many hotels have hi-speed internet access and modem points in every room, as well as services such has as golf, leisure clubs, activities and gourmet food. Where did it all begin? With California-based hotelier, M.K. Guertin, in 1946. Best Western International began as an informal referral system among member hotels and, by 1963, was the largest chain in the industry, with 699 member hotels and more than 35,000 rooms. First step towards global expansion came in 1964, when Canadian hotel owners joined the system – followed by Mexico, Australia and New Zealand in 1976. Best Western GB was created in 1967 and became Great Britain’s biggest hotel group after merging with Consort Hotels in 1999. The future? Best Western will continue to grow, through the new Premier brand, while constantly aiming to increase standards worldwide. Other developments will see the Best Rates offer – giving CWT clients the best possible rate at time of booking – go from strength to strength and Best Western GB continuing to expand, following the addition of another eight hotels this year. Carlson Wagonlit Travel Office C o n n e c t Vo l 4 - I s s u e 4 23 F E A T U R E T R A V E L G A D G E T S F E A T U R E T R A V E L G A D G E T S Business and Pleasure Yes, we know it’s supposed to be a business trip, with eyes only for flipcharts and presentations. Having said that, the digital revolution not only dictates the way business moves but also opens up a many a new path to pleasure – bringing huge benefits for business travellers facing some of the downsides of life on the road. But, hey, everyone deserves a break some time. Airport delays? Download favourite tunes for music while you wait. No satellite TV? Boot up the portable DVD player. Cancelled meetings? Watch that cute family video once again. And once working day is done, what better way to relax than with some serious fun? Thanks to modern technology, work and play come in similar packages these days. And although, on the face of it, all the technological triumphs listed below would seem to be focused on R&R rather than rigorous number-crunching, they’re programmed to move from leisure mode to business mode at a stroke. All these once unimaginable possibilities are now as easy as making a phone call – and the future shows no sign of stopping. For now though, before technology marches on, here are some of the latest aids that make business a pleasure. Eye Spy! Vivitar MagnaCam Digital Binoculars/Camera Double the range, double the results with this ingenious binoculars and camera combo. Just focus the ‘bins’ on a faraway view’ and click the in-built camera shutter for ‘close-up photography’ with a big, big difference. There’s also a continuous shooting mode to capture moving events: creating brief snapshots of the future and a permanent record of long-distance memories. (£60) 24 Bright Spark Oregon Scientific DS6628 FlashCam Slim as a credit card, this snappy shooter becomes one of the ‘biggest’ digital cameras in the business, with the addition of a crucial little extra: the detachable flash. Combining the picture quality of digital with the easy-to-use qualities of a traditional 35mm model, the FlashCam also features Autobrite technology (automatic light adjustment) and a close-up macro mode. (£80) The Magnificent Seven! Mustek DV-5500 7-in-1 camera Digital cameras just got better – yet again! That’s the way this business goes and the bar now stands at a sensational seven functions – all within this sleek exterior: camera, camcorder, voice recorder, MP3 player, video camera, SD/MMC card reader and PC camera. And there’s more: ‘scene selections’ choice; storage for nine minutes’ video and 450 images; plus ‘director’s tripod’. (£170) C o n n e c t Vo l 4 - I s s u e 4 Moving Pictures Shinco SDP–1731A Portable DVD player Small Is Beautiful DM-Tech recordable multimedia player Fresh from winning a top users’ award, this pint-sized player gives great entertainment – and great value wherever it goes. Its creators call it a ‘portable cinematic powerhouse’ and the hype is more than justified, with a host of features that make it punch way above its weight: seven-inch screen, 10 different play formats, subtitle friendly, zoom – you name it. (£200) (available from firebox.com) Size is everything when it comes to today’s top tools for busy people on the move. That’s why there’s big support building for the world’s smallest recordable multimedia player – measuring just 3.5 inches – a miniature marvel that makes it possible to record and play from virtually all media – DVD, VC, CD, MP3, even camcorder home movies. (£290) 25 F E A T U R E C A R H I R E 21st Century Car Hire F E A T U R E C A R H I R E How rental companies have driven with the times As reinventions go, it’s not quite the difference between the electronic notebook and its paper equivalent – but it certainly wins a place on the podium. And in terms of the way we were, modern day car rental is definitely in the Schumacher class. One of the biggest changes the travel world has seen in recent years – a souped-up performance that is making the going easier and significantly more enjoyable every year. That’s not just the view from industry insiders, talking up the transformation taking car hire to a new level. More significantly, it’s coming from grateful customers with long memories stretching back to the days when things didn’t always run so smoothly. Software salesman Gareth Davies, who prefers to rent – rather than buy – for his frequent business trips around the UK, said: “There was a time when standards weren’t as good as now and often you weren’t so sure what kind of car you’d be renting. But things have improved considerably, to the point where reliability is now taken for granted – a tremendous relief for those who spend much of their life on the road.” The four-wheeled business travellers’ view is backed by senior industry figures who readily admit that standards have been overhauled – partly because today’s cars are more dependable and through wider customer choice. David Alexander, Europcar’s Operations and Franchise Director, said: “There’s no doubt that standards were lower and options fewer in the past. Now we get aircon and entertainment systems as standard, for example, not extras that then increased the price. “The cars themselves have also improved beyond comprehension, with many manufacturers producing far higher quality. In fact, I can’t think of any aspect that isn’t 26 C o n n e c t Vo l 4 - I s s u e 4 radically different, and the only thing that hasn’t gone up is the price which has stayed at the same comparable level for the last 15 years.” Over at Avis, the company has spent the last three years working to develop the way it does business with business travel customers – aiming to make booking as clear and simple as possible, whether through a travel management company or direct. Fast forward to today’s online booking boom and all the hard work has paid off, with Avis and its customers well-placed to profit from the years of preparation. Penny Stoolman, Avis Director of Sales & Marketing said: “The key driver that has caused a massive wave of change is online bookings. We’re currently surfing the crest and carving a clear line for the future. “We spotted the opportunity early and this has enabled us to develop excellent technology that benefits TMCs and our corporate customers.” Customers have several booking options to choose from, including through TMCs or Avis micro sites and Ms Stoolman added: “One of our direct booking objectives is to ensure the easiest and most hassle free way to book cars – with just three online steps. Even more importantly, the sites are designed to display the clearest information – particularly rates, terms and conditions.” Finally, although everything in the rental garage is definitely rosier these days, there remains one blight on performance – and it’s all down to driver error. The only indicator worse now than in the past is in the number of breakdowns caused by those behind the wheel. And for all who’ll admit pumping in the wrong kind of petrol, that means you! 27 F E A T U R E B O D Y L A N G U A G E F E A T U R E B It has been a vital part of every one of us since we were born, since before we walked, since before we talked. A communication system that nature intended and one that, when words fail us, can still be relied on to say what we mean and mean what we say: when we get it right. Body language – the silent link that can lead to a lasting relationship or the kiss of death; most powerful weapon in the personal armoury, or dampest squib. Nowhere are these extremes more apparent than in the world of business, where how you communicate more often means the difference between success and failure. And that’s why body language, itself, is now big business, with blue chip companies beating a path to the door of those fluent in the non-verbal lingo. Body of evidence: What your silent language says about you Take former actor, Richard Newman, who runs the highly successful UK Bodytalk, which specialises in presentation skills training. Clients include BT, Cambridge University, Ladbrokes and the AA – plus a longstanding relationship with the McLaren Formula 1 team, which has seen Richard deliver hundreds of presentations to companies all over Europe. Said Richard: “Body language has been with us ever since the human race was born, but has only really been studied and O D Y L A N G U A G E explained over the last 40 years, through the science of proxemics – the space people put between themselves and others. “Research has shown that 60 per cent of the way we communicate is through body language. It shows how you feel and what you’re thinking – words are just facts. Even on the phone, tone of voice is three times as effective as what you actually say.” Meanwhile, another study, from the University of Chicago, stresses the importance of using strong gestures to gain control over any face-to-face dialogue. Conversely, people can pick up negative moods very quickly – whether hostility, depression or boredom – from another’s posture. One irony of this mass communications era is how people are losing the ability to communicate with each other. Yes there are mobile phones and email, but there’s also the more frenetic pace of life, with the two often cancelling each other out. Said Richard: “We are all born with the ability to communicate and humans are the world’s best communicators, equipped with those small facial muscles that can deliver nuances of tone and content.” But sometimes, we need a refresher course. UK Bodytalk sessions involve taking clients back to childhood to remind them of all the communication skills contained within the body that can help them do business in today’s fast-moving world. Particularly when using today’s tool of choice: the telephone. ▲ ▲ ▲ ▲ 28 C o n n e c t Vo l 4 - I s s u e 4 29 F E A T U R E B O D Y L A N G U A G “We try to teach people that it’s not just a voice on the other end of the line, you have to imagine this person face-to-face and always remember that people can hear body language – how you’re conducting your side of the invisible conversation.” There’s also a need to be fully aware of how different people communicate in different countries and factor this into the dialogue. It’s a cliché (but then again they’re often true) that Americans are more direct, those from Italy and Spain are more expressive and those from the UK are keener on keeping things at arm’s length. If all this seems a lot to take in while you’re busy juggling that work/life balance, then there are a couple of helpful memoryjoggers to make it stick, plus a calming start-up programme for the working day. E Never forget what’s on your PLATES: Posture Legs Arms Tension Eye Contact Smiling Always push the Four P’s: Pitch Pace Pause Passion And learn how to keep focused, relaxed and de-stressed at work. With one palm on your chest, the other on your stomach, inhale for five seconds, hold for five, and exhale for another five – continuing until the stomach moves more than the chest. Literally taking body language in hand. UK Bodytalk is hosting a London seminar on 13 December. For more information, contact www.ukbodytalk.com ✈ MR JETSET. He came by plane, you know. The whiff of eau d’airport. Or a jet engine-breeze full in the face. Pure heaven. Oh sure, there’s the delays, the queues, the confiscated mobiles. Happens all the time. All part of the fix for us sky junkies. Shame about my laptop spilling coffee over that kid in the suit. Junior execs don’t sue, though. Wouldn’t dare. And even so, it’s a small price to pay when you can boast “I came by plane you know.” FED UP WITH FLYING? FOR EUROSTAR™ BOOKINGS, CONTACT YOUR LOCAL CWT OFFICE [2285/04] F E A T U R E I N D U S T R Y V O I C E Industry Voice The restructuring of United Airlines, tailoring products to meet specific demands and the success rate of business travel ‘marriages’ are among the hot topics commanding the attention of Alison Espley, United Airlines’ National Sales Manager, UK & Ireland. Alison Espley No one needs telling that the last three years have been very challenging for everybody in the travel business. But one positive outcome is that we’ve all had the opportunity to take a fresh look at both the way we work and at the product we offer the customer. At United, we now have the competitive flexibility to deploy the right product in the right market for our passengers, whether that means United’s mainline, Ted for leisure markets, United Express for connections to regional communities, or flights through our Star Alliance partners, which extends our network to hundreds of additional destinations. However, there’s no doubt that it’s a buyer’s market at the moment and that means that we, the ‘sellers’ have had to be creative and find new ways of working….it is no longer just about pulling a price out of the air – that’s easy – but rather about showing potential customers the value in developing a long-term relationship with us. Now, more than ever, we have to hone in on what they need 32 and want. We have to ask the right questions and find solutions to those questions, looking at how our customers work, what will save them money and how we can add value. That’s the way of the world now that business travel is as volatile as the leisure market. Our aim as suppliers is to meet customer needs, whichever way they want. More often than not, this results in a profitable relationship. We’re constantly changing the way we work and developing new products to meet specific needs. In the SME sector, for instance, we’ve introduced a unique points scheme – backed by four Star Alliance partners – that helps smaller companies get the best out of tight travel budgets. The challenge now is to decide what role we want in the industry of the future and the answer is the flexibility to meet new and diverse demands. Another positive outlook that says, slowly but surely, the challenges are being won. With a new concept in air travel, Air France enters a new era Air France passengers can now benefit from new high standard products and services, gradually introduced on selected routes, designed to offer customers the most modern, comfortable and spacious cabins in the sky. Air France aims to provide passengers with the very best of French style in their travel experience. The new l’Espace Première, the ultimate travel experience The new First Class cabin, available on selected routes, offers the luxury of enhanced privacy, providing 50% more personal space, a real bed and a proper mattress. Needless to say, our customers benefit from an exceptional menu, a selection of the very best wines and a highly attentive service from our dedicated cabin crew. L’Espace Affaires, enhanced comfort and service Air France also has big ideas about its Business Class. With its new design and its gastronomic menu, the new l’Espace Affaires is now similar to the classic First Class environment. With 27% more space, customers can both work and relax in comfort and tranquillity. The new ‘Lie-flat’ bed, which reclines to 180°, will ensure you arrive in a refreshed and rested state at your destination. Or maybe you will prefer our state of the art in-flight entertainment that will make your time fly! New lounges and ground services The l’Espace Première and l’Espace Affaires airport lounges have also been redesigned, offering the same standard of comfort throughout the world. The lounges include dedicated areas for work, relaxation, entertainment or refreshments. You will enjoy flying Air France even before boarding! Please contact Carlson Wagonlit Travel for more information Spectacular New Luxury Suites at InterContinental Carlton Cannes InterContinental Carlton Cannes in the south of France is adding seven prestigious new suites. The suites will be built on the top floor of the hotel and feature superb terraces, giving stunning panoramic views across the Bay of Cannes. Each suite will be lavished with materials of the highest quality, beauty and refinement. Iroko hardwood floor, wood-panelling and soft silk fabrics will accompany classic furnishings with suede and leather trim. The bathrooms will exude pure luxury using a stunning combination of glass and mosaic marble. All rooms will have state of the art technology including a plasma screen, home cinema, cable and satellite TV, DVDplayer and high-speed internet access. coming soon Another packed edition of CWT Connect Magazine – with the latest news and views from the world of business travel. Our Regular Regional Review looks at business across the Middle East divide. Iberia and NH Hotels check in for the ’60 Second Guide’, with bmi lined up for our ‘Industry Voice’ column. Designed by renowned French interior designer, Nicolas Papamiltiades, the spirit of the decoration echoes the famous style of the French Riviera in the fifties. This design was prompted by the hotel’s heritage, playing host to many of Hollywood’s greatest names such as Orson Welles, Rita Hayworth and Elizabeth Taylor. Elsewhere, Madrid and Barcelona battle for the business heart of Spain and there’s an in-depth look at CWT’s Operations department. A spectacular renovation programme for the hotel building and its guest-rooms commenced in June 2000 including the restoration of the façade under the ‘Bâtiments de France’. InterContinental Carlton Cannes has benefited from a share of the $1 billion spend committed over five years to bring flagship InterContinental properties around the world back to their former glory. InterContinental Carlton Cannes has 337 rooms, including 34 suites. In the heart of Cannes, it is arguably the town’s most prestigious hotel, hosting dignitaries since it opened in 1912. With visits from world renowned music artists to award winning movie stars, InterContinental Carlton Cannes is the only place ‘to be and be seen’. For more information please contact your local Carlson Wagonlit Travel office. On a lighter note, a sky-high fashion show reveals what the best-dressed air crews are wearing; there’s a lesson in less equals more when it comes to packing; and finally, another visit to ‘Gadgetland’.