BIG HITTER Golf-mad JW Marriott Hanoi GM Bob Fabiano profiled

Transcription

Published since 1976
LIFE AND SOUL
OF THE PARTY
Vodka's relentless
Asian rise
Hong Kong SAR HK$50
China RMB50
Singapore S$15
Malaysia RM30
Thailand Bt300
Rest of Asia US$10
Vol 39 January 2014
A FINE LINE
The art and science
of upselling
BIG HITTER
Golf-mad JW Marriott Hanoi
GM Bob Fabiano profiled
E
W
elcome to the January issue of
AHCT, the most trusted source of
information on what is happening
in Asia-Pacific’s hospitality industry.
Upselling – it’s a term which has been
bandied about for a while, but is increasingly
becoming a fixture in the hotelier’s lexicon.
And as technology becomes increasingly more
sophisticated and connected, opportunities to
maximise potential earnings from customers
are greater than ever before.
Housekeeping receives a request from
a guest – for specific flowers, a particular
bottle of wine or whatever – and is able to
share that information instantly with every
other department of the property. The guest
Authentic f lavor. Inspired.
is from then on always offered this item – not
just within that property but at every other
one within the group, wherever they are in
the world.
A reminder, though, that there is a balance
to be struck.
“To generate incremental revenues, we
should differentiate between upselling and
bulk on-selling,” says Sven Gevers, regional
marketing director Asia Pacific, OrientExpress Hotels, in our management article
on p10. “For example, alluring the guest to
a more expensive bottle of wine is the former
and selling a cake to go along with a coffee
is the latter. In either event, staff need to be
convinced about the benefit to a client.“
d i t o r
’
s
M
e s s a g e
A reminder that we have
relaunched our website, which is at
www.asianhotelandcateringtimes.com
Please check it out and let us know what
you think.
We need to hear from hospitality
professionals about the constant developments
in the industry, good or bad, so please send
your comments and suggestions in to:
[email protected]
And finally, a prosperous New Year to all
our readers!
ENDORSEMENTS
EDITOR
Daniel Creffield
Design by
Koon Ming Tang
Hong Kong Hotels
Association
Contributors
Don Gasper
Zara Horner
Rebecca Lo
Robin Lynam
Michael Taylor
Association Of
International
Hoteliers Shanghai
Associate Publisher
Sharon Knowler
[email protected]
Shanghai
Chefs Association
Circulation Executive
Becky Chau
[email protected]
Chairman
JS Uberoi
Director
Gaurav Kumar
Hong Kong
Chefs Association
Singapore
Chefs Association
Myanmar Chefs
Association
Federation Of Hong Kong
Restaurant Owners
Baking Industry
Training Centre
The Federation
Of Hong Kong
Hotel Owners
Association
Of Thailand
Hong Kong
Bakery & Confectionery
Association
Hong Kong
Maitre D’hotel Association
Singapore
Hotel Association
Hong Kong
Bartenders Association
Malaysian Association
Of Hotels
Macau Hotel
Association
Club managers Association
Hong Kong
Asian Hotel & Catering Times
is published monthly by
Thomson Press Hong Kong Ltd (TPHK)
The opinions expressed in Asian Hotel & Catering Times do not necessarily represent the views of the publisher or the
publication. Whilst every effort has been made to ensure the accuracy of information contained in this publication, no
responsibility can be accepted by the publisher, editors and staff, agents and contributors for omissions, typographical or
printers errors, inaccuracies or changes howsoever caused. The editors reserve the right to edit any material submitted at
their discretion. All materials published remain the property of TPHK. Reproduction without permission by any means is
strictly prohibited. Correspondence should be addressed to The Editor, Asian Hotel & Catering Times, Room 1205-6, 12/F,
Hollywood Centre, 233 Hollywood Road, Sheung Wan, Hong Kong. Tel: (852) 2815 9111 Fax: (852) 2851 1933. Fantasy
Printing Ltd. 1/F, Tin Fung Industial Mansion, 63 Wong Chuk Hang Road, Hong Kong.
All rights reserved (c) 2013
Thomson Press Hong Kong Ltd
Made with an ideal blend of authentic savory ingredients, asian moonz™ potato
rounds deliver bold, exotic flavor and a crisp, golden texture to stand out in any
operation. Satisfy adventurous tastes with Sweet Chili,
Indian Style Curry, and Roasted Onion varieties.
Make asian moonz part of your menu
or create an LTO today! To order a sample,
contact your Lamb Weston sales representative.
©ConAgra Foods, Inc. All rights reserved.
www.lambweston.com
HONG KONG
Thomson Press Hong Kong Limited/
Media Transasia Limited
Room 1205, 12/F, Hollywood Centre,
233 Hollywood Road, Sheung Wan, Hong Kong
Tel: +(852) 2851 7068, 2815 9111
Fax: +(852) 2851 1933, 2581 9531
Email: [email protected]
Contact: Mr Daniel Creffield
AUSTRALIA
Mass Media Publicitas
Level 9, 215-217 Clarence Street
Sydney NSW 2000 Australia
Tel: + 61 2 9252 3476 Fax: +61 2 9251 3726
Contact: Mr Charlton D’Silva
INDIA
Media Transasia India Private Ltd
323 Udyog Vihar, Phase IV
Gurgaon - 122016, Haryana
Tel: +91 124 4759500 Fax: +91 124 4759550
Contact: Mr Xavier Collaco
Media Transasia India Private Ltd
1, A & B, Diamond House, 35th Road,
Off Linking Road, Bandra West
Mumbai - 400050
Tel: 91 22 26053702-06 Fax: 91 22 26053710
Contact: Mr. Xavier Collaco
ITALY
Ediconsult Internazionale s.r.l.
Piazza Fontane Marose, 3-16123 Genova
Tel: +39 010 583684 Fax: +39 010 566578
Contact: Mr Vittorio Negrone
JAPAN
Echo Japan Corporation
Grande Maison Rm 303, 2-2 Kudan-kita 1-chome,
Chiyoda-ku, Tokyo 102-0073
Tel: +81 3 3234 2064 Fax: +81 3 3263 5065
Contact: Mr Ted Asoshina
MALAYSIA
Publicitas International Sdn Bhd.
S 105, 2nd Floor, Centrepoint
Lebuh Bandar Utama, Bandar Utama
47800 Petaling Jaya, Selangor, Malaysia.
Tel : 603 7729 6923
Fax : 603 7729 7115
Contact: Ms Audrey Cheong
THAILAND
Media Transasia Thailand Ltd
14/F, Ocean Tower II, 75/10 Soi Wattana,
Sukhumvit Soi 21, Asoke Road, Klongtoey,
Prakanong, Bangkok 10110, Thailand
Tel: +66 2 204 2370 Fax: +66 2 204 2391
Contact: Mr Gaurav Kumar
UNITED KINGDOM
The Powers Turner Group
Gordon House, Greencoat Place
London SW1P 1PH, United Kingdom
Tel: +44 (0) 20 7592 8300 Fax: +44 (0) 20 7592 8301
Contact: Mr Chris Morgan
USA
Riverside Media
159 Main Street, 2nd Floor, Lake Placid,
NY 12946, USA
Tel: +1 518 523 4794 Fax: +1 518 523 4708
Contact: Ms Christina Eccleston
Marston Webb International
60 Madison Avenue, Suite 1011,
New York, NY 10010, USA
Tel: +1 212 684 6601 Fax: +1 212 725 4708
Telex: (023) 420773 BRANINT
Contact: Ms Madlene Olson
AHCT January 2014
3
CONTENTS
Volume 39 January 2014
MANAGEMENT
10 Upselling – it’s not just a
short-term strategy
DRINK
26 Asia and vodka: a toast to the
region’s new favourite tipple
MARKET REPORT
12 Mixed blessings in Thailand
EQUIPMENT
30 The fabric of life
22
Love me tender
JW Marriott Hanoi GM Bob Fabiano
6
NEWS
INDUSTRY
Resort observatory; a new moon in
Hong Kong; why t-bars are growing bigger
26
34 Carpets – the unsung heroes
INTERVIEW
45 Veteran hotelier Bob Fabiano
PRODUCT
36 A designer trunk; superior linen; a new app to shortlist potential employees
40 41 42 CULINARY
38 Eco-friendly abalone; a very regal wine label; are chillies the flavour of 2014?
EVENTS AND EXHIBITIONS
Events calendar
Gulfood previewed
Texcare reviewed
46 APPOINTMENTS
Who’s moving where
Now on iPad
Available on App Store
Advertisers’ Index
TECHNOLOGY
16 Using PMS to maximise earnings
DESIGN
18 The Indian influence
FOOD
22 Lamb running wild in Asia
4
AHCT January 2014
February
• Management contracts
• Indonesia report
• In-room technology
• Bathroom design
• Chocolate
• Gin
• Beds and bedding
• Combi ovens
March
• Education
• China
• CRS
• Renovation projects
• Bakery
• Tea and coffee
• Tabletops
• Pizza ovens
Alpha International
Beech Ovens
EBLEX
Global Search International
Gulfood
Hatton Jones Co Ltd
Hotelex
Lamb Weston
Pevonia
Rivolta Carmignan
Zieher
21
IBC
OBC
9
25
31
29
IFC
14 & 15
33
23
AHCT January 2014
5
I
n d u s t r y
N
I
e w s
Marco Polo
travels wider
Marco Polo Hotels will almost double
its portfolio in the next five years as it
continues its expansion plans in the AsiaPacific region.
With three new hotels launching in
2014, the group has also announced
the opening of a further six properties
in the region, predominantly in China
within the next five years. This includes
mid-tier to deluxe projects in Changzhou,
Chengdu, Guiyang, Wuxi, Chongqing,
Tianjin, Changsha and Suzhou, as well as
further development in The Philippines.
The group will also launch a totally new
brand within the Marco Polo Hotels
portfolio in 2014, which will target the
next generation of travellers and raise the
group’s profile.
t-bars take
on the world
Sri-Lanka based Dilmah – the world’s
third largest tea brand – will be launching
another 10 of its signature t-bars in 2014.
The first t-bar was launched in Abu
Dhabi in the United Arab Emirates. There
are now 10 outlets spread across Chile,
the Czech Republic, Kuwait, Poland, and
the UAE.
“We will open another 10 outlets
in the first half of 2014,” says Dilmah
founder Merrill J. Fernando. “We will
probably have t-lounges and t-bars in
about 60 countries over the next five
years. Many of them will be in the lobbies
of five-star hotels.”
Asia-Pacific, the Middle East and
Russia have been identified as the
markets with the most potential. The
company is especially bullish on China.
“Dilmah is supplying major fivestar hotel groups. For example, we are
supplying tea to 185 Marriott hotels in
China.”
Dilmah conceived the t-bar concept,
with the overall plan of setting up outlets
serving or selling single origin tea in
t-bars or t-lounges in hotel lobbies or
in freestanding outlets on the street or
within shopping malls.
The move was as much about image
as it was about sales. The brand wanted
to cultivate an upmarket image that
was in keeping with that of a premium
brand rather than peddling it to the mass
market at supermarkets.
“We realised that all of the things we
were doing were about lifting the image
of tea. We believed that supermarkets
6
AHCT January 2014
were not the right place to sell this
type of tea. Therefore, we decided to
introduce t-bars and t-lounges, where
people could sit down and relax and
really enjoy the great things about tea.”
Dilmah has tea plantations in various
parts of the country, which tea producers
continue to refer to as Ceylon. It also
has its own art printing and packaging
facilities. It exports tea to more than 100
countries around the world.
“Tea used to be a family run business,
and tea producers – whether small,
medium, or large – took pride in what
they did. They competed with each other
on quality – never on price.”
All that changed about 30 years ago
when big traders arrived on the scene,
acquiring family run operations and
pressuring governments.
“Once they got control, they turned
tea into a commodity. Previously, tea was
identified by its origin. Every company
had to declare its content by where it
came from. Twenty-five years ago, after
the big traders got control of the trade
and made tea into a cheap commodity,
they prevailed on governments around
the world to abandon the requirement
Making a mint
Minor International (MINT) has acquired
a 50% stake in Niyama, Maldives.
Niyama is part of the Per Aquum brand,
which MINT acquired 50% of in August
2013. The total investment in Niyama is
US$22.5 million.
Niyama is a modern 86-key resort
located in the southwestern atoll of
Dhaalu, Niyama, a 40-minute seaplane
flight from the capital, Male. Niyama
incorporates traditional Maldivian
n d u s t r y
N
e w s
elegance in a naturally modern aesthetic
and welcomed a world-first to the Maldives
with the opening of Subsix, the world’s first
underwater music club.
MINT has a proven track record in
operating hotels in the Maldives. Since its
first hospitality footprint in the archipelago in
2006, MINT today operates six luxury hotels
in the country under Anantara, Naladhu and
Per Aquum brands. In addition, MINT also
operates seven restaurant outlets in the
country under the brands Thai Express, The
Coffee Club, Swensen’s and Burger King.
The best
of Asia
Following the success of the inaugural
event in 2013, Asia’s 50 Best Restaurants,
sponsored by S. Pellegrino & Acqua
Panna and organised by William Reed
Business Media, will be held on February
24, 2014, at Capella Singapore. The
awards are presented in the company
of the region’s most eminent chefs and
influential restaurateurs, as well as key
industry figures and international media.
Asia’s 50 Best Restaurants is part of
The World’s 50 Best Restaurants series,
globally recognised as the most trusted
arbiter and credible indicator of the best
places to eat around the globe. The list
is voted for by peers and experts from
across the global restaurant industry.
Hong Kong wins
Panwa Beach Resort, Phuket
to declare the origin of tea. This gave
companies licence to pack anything,
which previously was either pure Ceylon
tea or largely Ceylon tea.”
While the tea itself had changed,
the branding and the packaging were
maintained, and consumers were none
the wiser.
Dilmah – with its commitment to
single origin tea – is having an impact.
“The concept is being replicated by
others, and it is spreading much faster
than I had thought, which is good for the
tea industry.”
Michael Taylor
Club Zuma hits HK
At the Salon Culinaire Mondial in Basel,
Switzerland, the Hong Kong National Team
won gold medals in every category; first place
in hot cooking, third place in the cold buffet
display and overall winner of the competition
and World Champions.
The Salon Culinaire Mondial is held only
once every seven years, and only the 10 best
national teams are invited to compete.
Zuma, London’s award-winning Japanese restaurant and bar concept, has opened a
new nightspot at The Landmark in Hong Kong
The new Zuma bar has been styled by Noriyoshi Muramatsu of Studio Glitt, who
designed all of the Zuma venues worldwide from London, Dubai and Bangkok, to
Miami and Istanbul. Luminous walls and light effects will contrast against dark-toned
wood and leather.
An interactive DJ booth – manned by Emmanuel Diaz, of Gotha Club in Cannes,
France – in the middle of the bar is the centrepiece of the new nightspot, featuring a
state-of-the-art sound system.
AHCT January 2014
7
I
n d u s t r y
N
I
e w s
Seeing
five-stars
Guests at Six Senses Con Dao can now
enjoy the resort’s private astronomical
observatory. This marks the first opening
of a celestial viewing centre in the
southernmost region of Vietnam.
From conception to realisation the
project took 12 months of planning and
construction. The idea originated from
Six Senses’ regular celebrity astronomer
Dr Parag Mahajani, an independent
consultant and trainer in the fields of
science and technology, and a fellow
of the Royal Astronomical Society of
London.
At the heart of the project, a
Maksutov-Cassegrainian 127mm
telescope allows guests to view celestial
highlights of the south Vietnam sky such
as Saturn, Venus, Jupiter and the Moon.
Up to 30 guests can participate at each
evening session.
Dr Parag visits Six Senses Con Dao
several times per year and when he is
not on property, the resort’s excursions
director Georges Erhard conducts the
sessions.
Moon rising
Mira Moon, conceived under the creative
direction of Wanders & yoo, is the latest
boutique design hotel within the Mira
brand portfolio, located in the heart of
Wanchai, Hong Kong.
A 91-room hotel and member
property of Design Hotels, it presents
a playful reinterpretation of Chinese
tradition in contemporary Hong Kong.
Modern tech-friendly features, including
32-46 inch HD IPTV, iPad mini and free
wi-fi, provide a creative environment and
bring about a relaxing atmosphere with
highly personalised details enhanced
with complimentary minibar. Mira
Moon boasts three room types and
a penthouse suite, a 24-hour gym
and the innovative bar and restaurant
Super Giant.
Dusit launches new brand
Asian hospitality group Dusit International
has announced the launch of a new
premium hotel brand, Dusit Devarana,
fulfilling the needs of a new segment for
the group.
Catering to guests “looking for a
more experiential stay”, Dusit Devarana
leverages Dusit International’s cultural
heritage and history “to offer an intimate
sanctuary experience”, says the brand.
“The Dusit Devarana brand
complements the existing core Dusit
brands,” says group director of
development, Rustom Vickers. “Dusit
Thani hotels and resorts typically
have extensive facilities with larger
8
AHCT January 2014
room inventories, and dusitD2 hotels
are typically modern, boutique-style
products aimed towards those looking
for affordable luxury. The Dusit Devarana
brand now offers the group another
choice for partners who wish to develop
hotels with us, and we see great potential
for the brand in 2014 and beyond.”
Alongside its Indian joint venture
company Dusit Bird Group, Dusit
hosted the soft launch of its inaugural
resort, Dusit Devarana New Delhi earlier
this year. In the heart of Gurgaon, the
property was designed by architect
Khun Lek Bunnag, and integrates art,
architecture and nature.
N
n d u s t r y
e w s
A new home for Lawry’s
Lawry’s The Prime Rib, has relocated to Hutchison House in
Central, Hong Kong. To mark the occasion, Lawry’s has released
the results of an online survey, delving into the celebratory
behaviours of “Central-ers” (people working in the Central and
Admiralty districts of Hong Kong). The survey reveals one in five
Central-ers do not feel they need a reason to celebrate; and for
those that do, the answers offered interesting insights into the
diverse range of excuses deployed in Hong Kong in order to
gather with friends and families, and raise a glass.
Sichuan
Surprise
In the run up to its 20th anniversary in
2014, Hong Kong’s Yunyan Sichuan
Restaurant in Causeway Bay has
decided to evolve its legacy by
reinventing its image and cuisine under a
new name – Yun Yan.
At Yun Yan, authentic Sichuan
cooking takes on a whole new identity
with an array of creative dishes
celebrating the fiery and nuanced cuisine.
The menu of Yun Yan is conceived by
head chef Kenny Chan to exemplify
the five distinctive styles of spiciness in
Sichuan cuisine: mala (tongue-numbing
spiciness), hula (dried chilli flavour),
pickled pepper, chopped chilli and hot
and sour.
Marriott opens in Hanoi
Marriott International has unveiled the JW Marriott Hotel Hanoi.
The property is the JW Marriott brand’s third to open in Asia
within recent months following Bengaluru and New Delhi.
The 450-room, 75,000 square metre hotel is a ‘reverse
skyscraper’ designed by Carlos Zapata Studio. The structure
was inspired by the country’s magnificent coastline and evokes
characteristics of a dragon – a modern interpretation of a symbol
from Vietnam’s past.
The hotel is located in Hanoi’s new central business district
and adjacent to the National Convention Center.
DEVELOPING BUTLERS SINCE 2002 Amoy boutique
AMOY is Singapore’s newest boutique hotel
and the first to incorporate a museum that
traces the footsteps of early immigrants from
China. Located within Far East Square, a
heritage conservation project in the heart of
the Central Business District and along the
original shoreline where early migrants first
landed, Amoy is Far East Hospitality’s second
hotel to open in two months.
As part of the hotel’s authentic experience,
guests will enter the contemporary hotel
via Fuk Tak Chi, Singapore’s first street
museum that was formerly a temple and the
headquarters for the Hakka and Cantonese
communities in the 1800s. The guest
experience is further enhanced by the hotel’s
intricate interior design tailored to enhance
each room’s unique layout. In addition to
distinct blueprints, each room is emblazoned
with a Chinese family name.
The hotel’s 37 rooms are all smoke-free.
Comfort eating
Celebrity chef Harlan Goldstein is bringing his favourite “comfort
food for friends” to Hong Kong with the opening of Comfort.
Conceived for casual gatherings of friends and families against
the backdrop of R&B music, the new dining experience launched
in a European loft-style venue.
Comfort replaced Strip House by Harlan Goldstein, a 1940s
New York-style steakhouse which earned a Michelin star soon
after opening in 2012, which will be moving to a new location.
Comfort’s menu are “personal no frills favourites from my
experience around the world that I love sharing with friends”,
including many dishes designed for sharing. Guests can expect
some surprises – for example, English pork sausage, and
Bubble & Squeak mash with H.P. gravy, not quite what might be
expected on a New Yorker’s hot list.
THE BRITISH BUTLER SCHOOL AN INTERNATIONAL REPUTATION WORKING WITH PRESTIGIOUS COLLEAGUES WORLDWIDE SHANGRI-‐LA, RAFFLES INTERNATIONAL, THE BURJ AL ARAB, ONE AND ONLY RESORTS, INTERCONTINENTAL HOTELS, PAN PACIFIC HOTELS 44 (0) 1254 883300 [email protected] WWW.BRITISHBUTLERSCHOOL.COM www.asianhotelandcateringtimes.com
AHCT January 2014
9
M
M
a n a g eme n t
Maximising
potential
Upselling is more than a short-term revenue opportunity, writes Jane Ram
M
oney is not everything when it comes to assessing the
value of upselling, cautions Sven Gevers, regional
marketing director Asia Pacific, Orient-Express
Hotels Ltd.
“It is more than a short-term revenue opportunity. If relevant
products, services or experiences upsold match or exceed client
expectations, this can lead to our guests spreading the word about
our good reputation.”
Gevers makes the point that the opportunities for return guests
and increased numbers of guests are more significant for the industry
than incremental revenues.
“‘Suggestive selling’, as it is also called, can have a wide array
of influences and mostly exposes customers to options they might
not have previously considered. As such, non-revenue generating
experiences are also often targeted. If a guest is upsold a better
product or encouraged to join a hotel GM’s cocktail, the art of
engaging them to do something he or she might not have previously
planned is the same.
“To generate incremental revenues, we should differentiate
between upselling and bulk on-selling. For example, alluring the
guest to a more expensive bottle of wine is the former, and selling a
cake to go along with a coffee is the latter. In either event the staff
need to be convinced about the benefit to a client.”
Gevers believes that special training sessions with the staff need
to be conducted so they can learn to identify what is in it from the
client’s perspective and are coached in the art of suggestive selling.
To be effective, he says, some organisations do place special targets
and incentivise their employees.
“We train our employees to emotionally engage with our
clients and how to best describe a product, service or experience.
Fundamentally we involve our employees in generating the ideas
and strategies, as usually they know best what our clients would
really like to experience and do. With our employees fully engaged
in each and every process, they are most passionate in assuring
exceptional client satisfaction.”
Role-playing for realism
At the Mira Hong Kong, managers and supervisors conduct role-play
sessions with staff to make the upselling more natural, says general
manager Gerhard Aicher.
Meanwhile Roger Habermacher, GM of Ayana Resort and Spa
and Rimba Jimbaran Bali, says upselling is an art, as it must not be
10
AHCT January 2014
done in a way that makes guests feel pressured.
“Upselling should cater for specific guest preferences, such as
suggesting newly-weds enjoy a romantic dinner on our private pier,
or informing parents of special festive activities for their children.”
Cautious approach
The Peninsula Hotels’ Simon Yip, vice president, sales, says that
while they believe upselling is a good opportunity to increase
revenue, this strategy must be approached very carefully as they do
not want to be perceived as taking advantage of their guests and
their expectations for their stay.
“We would not approach a business traveller with a suggestion
to upgrade, as they are bound by their expense report, know exactly
what they need for their stay and so would not need nor consider
paying for an upgrade from a room to a suite.
“On the other hand, it makes good sense to a honeymoon
couple who have booked their ‘trip of a lifetime’ through a tour
operator, in order to give them the option to create additional
special memories, or perhaps to a family travelling together who
might appreciate more space for a more relaxing stay. In general,
we don’t make large revenues on upselling per se, as we use it as a
service to provide additional benefits to our guests.”
When the hotel team is trained and incentivised to enhance the
guest’s experience, the upsell progresses naturally, says Roland Jegge,
Worldhotels executive vice president, Asia Pacific.
“A common mistake the front office staff can make when
implementing an upsell programme is to establish higher revenues
as the ultimate goal. That’s when a guest’s experience is almost
always diminished.”
As consumers’ booking habits shift from traditional channels to
online reservation, upselling becomes increasingly important, says
Jegge. But he cautions that online upselling success is very dependent
on professional photography and descriptions showing customers
the different products and services available.
“Online platforms allow hotels to consistently automate package
add-ons and/or room upgrades to their customers with clarity and
an enhanced sense of value. This dynamic packaging is a key feature
in Worldhotels’ newly enhanced internet booking engine.”
Indra Budiman worked with a number of hotel groups before
he took up his present position as CEO Hansar Hotels & Resorts.
He comments that successful upselling will vary according to the
type of clientele.
“The resort/leisure based hotel with a majority of FITs
(independent travellers) will have higher capturing rate. Based on
my experience the upselling programme can boost up to 20-25%
incremental revenue.”
If the hotel gives too many upgrades that will mean fewer
upsell opportunities, warns Budiman. He also cautions about the
ability of the front liner in explaining the product to any potential
customer. “The explanation has to be accurate yet needs to be done
in a professional manner, or the guests will get the impression that
they are being pushed to buy the higher category of product.
“Two weeks of intensive training on the upselling programme
can be the key to success, where this training will cover the theory,
how to sell and a coaching session. The challenge will be more
complicated if staff have limited English proficiency, as this can
create misunderstandings when they do the selling.”
Marcos Cadena, group director electronic distribution with
Minor Hotels Group, says you need to have the technology to do
it correctly – to segment the market and make the right offer to
the right customer.
“From our booking engine we’ve seen a significant increase since
a n a g eme n t
Roland Jegge, Worldhotels
– a common mistake the
front office staff can make
when implementing an upsell
programme is to establish higher
revenues as the ultimate goal.
That’s when a guest’s experience
is almost always diminished
To generate incremental revenues, we
should differentiate between upselling and
bulk on-selling. For example, alluring the
guest to a more expensive bottle of wine is
the former, and selling a cake to go along
with a coffee is the latter
Sven Gevers, Orient-Express Hotels
we launched the new system allowing us to sell room upgrades and
other revenue sources, such as spa, dinner reservations, transfers etc.
This has given us an additional 20% of revenue. Since we launched
the new booking engine we have been very focused on upselling
other revenue streams.
“For us the strategy of using A/B testing allowing us to portray
our product and checking what sells better has been very effective.
We are currently using our own in-house developed booking engine
connected to our MADHIS central system. We started the ‘go live’
process in October 2012 and finished the process across all hotels
and different brands in November 2013.”
According to Jegge, the percentage of a guest’s total charge would
vary depending on the types of upselling purchased but most often
would add an additional 5-25% at checkout.
Singapore-based training company TSA Solutions has a proven
regional track record stretching back almost 25 years. “In 2013 alone
we are expecting to help our partners produce more than US$150
million in incremental revenues from front desk upselling,” says
Klaus Kohlmayr, chief commercial officer.
“The combination of education, tools and performance
management processes – you can call it ‘high touch and high tech’
– helps us maintain performance at very high levels throughout
the partnership.”
One of the world’s largest hotel companies, IHG, partners with
TSA Solutions across 77 of its key contributing properties. “We
know there is an intrinsic value to what TSA can offer over and
Mira Hong Kong general manager Gerhard Aicher –
managers and supervisors conduct role-play sessions
with staff to make the upselling more natural
above what we can do at the hotel level in terms of upselling,” says
Patrick Wimble, IHG’s director of commercial performance for
Asia, the Middle East and Africa.
“TSA is recognised as one of the leaders for what they do,
and deservedly so, because simply put, the ROI is there. TSA is
continually offering strategy and tactics for upselling and revenue
maximisation, constantly looking at ways to drive that additional
revenue, while delivering absolute value to the guest.”
TSA’s new flagship product, myDashboard, delivers at-a-glance
key performance indicators of upsell performance across all hotels in
a company’s portfolio, including impact on RevPAR performance.
“This allows the hotel company to see performance across all hotels,
not just the ones using the TSA Front Desk Upselling solution,
and helps understand which non-partner hotels could take their
performance to the next level with the help of our programme,”
says Kohlmayr.
“In some markets, hotels have already achieved their natural
market cap in average rate: upselling can provide an additional
2-3% RevPAR uplift – 100% driven by ADR increases without
having to increase published rates. As the increase is purely through
ADR increases, it comes at a very high flowthrough profit margin
for the hotel.”
AHCT January 2014
11
M
a r k e t
R
M
e p o r t
a r k e t
R
e p o r t
Metropolitan Bangkok by COMO lobby – the property has been unaffected by the political situation
Mixed
picture
Gabriela Henrichwark, COMO Hotels and Resorts –
business continues as usual
The Tongsai Bay’s general manager Leisa KennyProtsat believes that most seasoned travellers to the
country understand that other provinces are relatively
or completely unaffected by what happens in Bangkok
Josephine Lim, the Preferred Hotel Group – upward
trend expected to continue year-on-year
disturbance to airline transit at Bangkok’s
airport.”
If air travel through Bangkok is
disrupted, travellers can always reach Koh
Samui direct, as there are direct air links
from such international destinations as
Hong Kong, Kuala Lumpur and Singapore,
she points out.
political situation.”
According to Debrah Pascoe, senior
vice president, sales and marketing, the
ONYX Hospitality Group, 2013 was “a
great year for tourism in Thailand with all
major feeder markets experiencing positive
growth, which has in turn made it a good
year for the hospitality industry.”
As for the recent turmoil, she says that
the impact has been minimal so far.
“Fortunately there have not been many
cancellations at our properties in Bangkok.
However, we saw a slight reduction in
bookings for arrivals in December. Our
hotels in other destinations, such as Pattaya,
Hua Hin, Samui, Phuket, Krabi and Koh
Chang have not been affected.”
Other key factors affecting the tourism
industry are the global economy, the price
of air tickets, the weather and currency
fluctuations.
“To respond to this, we have diversified
our business mix and geographic markets.
We are fortunate that we have a strong
domestic base, which accounts for 14% of
our total business, which offsets the impact
of fluctuations on tourist arrivals affected by
the global travel market.”
Looking forward, Pascoe is optimistic
about this year’s prospects.
“We are hoping for another positive
year but, of course, this is subject to many
factors, some of which we do not have
control over.”
new rooms, mainly four and five-star, were
added to the market in 2013. A similar
number is expected to be added in 2014.
The Tourism Authority of Thailand,
meanwhile, set a target of 28 million visitors
in 2013. This was expected to generate growth
of about 13% to THB 1.32 trillion (US$42
billion) in tourism income for the year.
“This upward trend is expected to
continue year-on-year, in particular due to
the high growth potential of neighbouring
countries including Myanmar, Laos,
Vietnam, Cambodia, Singapore and China,”
says Josephine Lim, regional director for
South East Asia for the Preferred Hotel
Group.
The group expects the trend to continue
moving into 2014. It is planning to increase
its footprint with more representation
from the Preferred Hotels & Resorts and
Summit Hotels & Resorts brands in
Bangkok as well as the country’s leading
leisure destinations.
“ T h e c o m p a n y’s s t ro n g g l o b a l
marketing initiatives such as the China
Ready Programme, which will make
t h e t r a ve l p l a n n i n g p ro c e s s m o re
streamlined, personalised, and inviting
for Chinese travellers; the iPrefer guest
loyalty programme, and the Preferred
Family programme, which promotes multigenerational travel, will also help Preferred
Hotel Group’s portfolio of participating
member hotels in Thailand to attract more
and retain a healthy flow of international
visitors, in particular those from the
country’s top source markets, to facilitate
this bullish outlook,” adds Lim.
Nationwide Impact
While fresh political turmoil is hardly helping Thailand’s tourism image,
a Chinese movie filmed in the country has substantially boosted inbound
travel, writes Michael Taylor
T
he Land of Smiles experienced
a big upswing in tourists from
China in 2013, and Lost in
Thailand, a Chinese comedy,
which was filmed largely in Chiang Mai –
the country’s second largest city – can take
much of the credit.
Released in December 2012, the film
– about two Chinese businessmen who go
in search of their boss and meet up with a
tourist wanting to explore the country –
was China’s second highest grossing film
in 2013.
“The movie has had a huge amount
to do with the sudden influx of tourists
from China,” says Leisa Kenny-Protsat,
general manager of The Tongsai Bay, of
Summit Hotels & Resorts and the Preferred
Hotel Group. “It was similar to the impact
12
AHCT January 2014
The Beach had for [Thai] island destinations
in Western countries.”
Starring Leonardo DiCaprio, The Beach,
which was released in 2000, was shot largely
in Thailand, and is credited with raising the
country’s tourism profile.
Back on track
Following years of political turmoil and the
floods that inundated much of the country
in 2010 and 2011, Thailand’s inbound travel
industry seemed to be back on track. But
with new unrest once again sweeping the
Thai capital, what will the impact be on
inbound travel?
“We saw a nice bounce back in the
market in 2012, and 2013 has seen us back
to 2006 and 2007 figures – and for some
operations, even more. Predictions are that
we should have high growth again in 2014.”
While Kenny-Protsat acknowledges
that if the situation does not cool down it
could have an impact on hotel bookings
for the country as a whole, she believes
that most seasoned travellers to the country
understand “that other provinces are
relatively or completely unaffected by what
happens in Bangkok, and it is life and
business as per usual.”
While the Japanese market is one of
the most “notoriously sensitive” to political
upheavals, she has not noticed any impact
on bookings in Koh Samui so far.
“From our point of view, we are advising
travellers looking to travel to Koh Samui
that things are operating 100% as per
normal here on our beautiful island, and
that there is currently no indication of a
According to Mark Shrives, director of sales
and marketing, Hansar Bangkok, there have
been “a significant number of cancellations”
at hotels throughout the city, and F&B
outlets have been affected as well.
“We are operating about 30% below
occupancy [compared to 2012] and have
seen significant cancellations and slowdown
of incoming bookings. However, we have
not yet seen a large effect on bookings
during the Christmas or New Year holidays.”
The impact, Shrives says, is nationwide.
“My understanding is the negative news
coverage and travel warnings have affected
other areas, including Phuket, as Thailand
is often a multiple itinerary destination,
and Bangkok is one of the featured stops.”
But not all hotels have been affected, with
some in Bangkok reporting uninterrupted
business.
“While we are not in the position to
comment on the business of other hotels
in Bangkok, at Metropolitan Bangkok by
COMO, business continues as usual,” says
Gabriela Henrichwark, global marketing
director for COMO Hotels and Resorts.
“The location … on South Sathorn
Road, has been left totally unaffected by the
28 million visitors
According to data released by the Thai
Hotels Association, approximately 4,000
AHCT January 2014
13
LUMAFIRM
®
LIFT & GLOW
DELIVER…
INSTANT FIRMING AND
BRIGHTENING RESULTS!
WHAT IS LUMAFIRM®?
• Professional-exclusive treatment with instant results
• 2-Step home care regimen for amazing cumulative benefits
100%
Satisfaction
In a recent consumer
trial, 100% of participants
stated they saw visible
results after just one
application.
Ask about our
cost-effective,
profit-boosting trial
program today!
PevoniaPro.com
1-800-PEVONIA
• Pevonia International, LLC,+1.386.254.1967, [email protected] • Australia - Universal Aesthetics Pty Ltd., +61.2.994.81667, [email protected]
• Bali - PT Universal Aesthetics Asia Pacific, +62.21.526.0930, [email protected] • China, Taiwan - Pevonia Asia Ltd., +852.2760.6070, pevonia@
pevonia.com.hk • Fiji - Universal Aesthetics Pty Ltd., +61.2.994.81667, [email protected] • China, Hong Kong & Macau - Pevonia Asia Ltd.,
+852.2760.6070, [email protected] • Indonesia - PT Universal Aesthetics Asia Pacific, +62.21.526.0930, [email protected] • Korea Medipost, +82.2.3465.6677 • Maldives - Universal Aesthetics Pty Ltd., +61.2.994.81667, [email protected] • Malaysia - Beaurev Global Sdn Bhd.,
+603.795.65572 • Mauritius & Seychelles - Universal Aesthetics Pty Ltd., +61.2.994.81667, [email protected] • Philippines - Universal Aesthetics
Philippines, Inc., +63.2.634.8210, [email protected] • Singapore - Beaurev Global Pte Ltd., +65.2408.9631 • Thailand - Pevonia Thailand,
+66.2.489.4955.7, [email protected] • Vietnam - Fourseasons Co., Ltd., +84.8.399.79918, [email protected]
Natural ingredients. Professional success.
T
T
e c h n o l o g y
Donald Gasper asks
how hospitality groups
can maximise potential
earnings from guests and
their data through property
management systems
correlate it to the likelihood that the guest
will return and/or recommend the property
to others.
Finally, he says, hotels can use PMS data
to uncover areas that need improvement,
such as revenue outlets not hitting targets,
room types that may not be priced
effectively, or specific rooms that produce
less satisfied guests. This kind of information
is invaluable in maximising revenue and
enhancing the guest experience.
Homogenising effect?
Jeff Edwards believes that technological advances are
dramatically reshaping the hotel industry landscape
UbiQ Global Solutions’ new application framework leverages PMS information
Exponential
investment
“Technological advances are dramatically
reshaping the hotel industry landscape,” says
Jeff Edwards, head of global hotel business
at Amadeus, on the opportunities offered by
centralised property management systems
(PMS) and the problems it can help solve.
At property level, he points out, hotel
functions and information tend to be
kept in silos. This results in some fairly
common problems, such as an inability to
reconcile records, lack of clarity on pricing
and confusion over what’s been sold and
what’s still available. Behind the scenes, staff
operate in silos too: housekeeping doesn’t
always talk to front desk, and so on.
“A centralised PMS fixes these issues
by bringing disparate data together,”
says Edwards. “Centralised information
integrates previously siloed information
not just from the PMS but from other
functionalities such as the central reservation
16
AHCT January 2014
e c h n o l o g y
system (CRS) too; because for Amadeus, all
these systems share the same DNA. This is a
big step forward in the way we think about
hotel IT management. The idea that all the
components are inside the same tent, using
the same information to inform the decision
making process, is a fundamental change,
one that helps a hotelier come to market
with more confidence and more control,
which in turn opens up new possibilities.”
Upsell opportunities
Many hoteliers say that making guest
PMS data such as name, email and general
preferences available to other systems can
pay off with increasingly sophisticated upsell
opportunities, such as arrival emails, loyalty
schemes and other incentives. Integration
can also pay off in operational efficiencies
and increased revenue, as innovations such
as automated ordering systems can increase
spontaneity, making impulse purchases
easier for the guest to surrender to.
Harbans Singh, managing director of
UbiQ Global Solutions, agrees about the
importance of integrating data.
“Centralising data in a multi-hotel
environment is becoming more important
today and more so, the need to be able to
centralise and consolidate guest information
across a chain,” he says. “By doing so,
hotel companies are now able to track the
guests’ production across multiple hotels
and thereby provide effective upsell and
marketing services to guests.”
Singh says that in hotels, PMS is often
viewed as the nerve centre capturing guest
information and personal particulars. This
information about the guest stay, which
includes the room booking and financial
transactions which occur during the stay, is
processed so that the hotel can present a bill
Harbans Singh – centralising data in a multi-hotel
environment is becoming more important
properties to gather folio data and guest
demographics, so they can better understand
their target customers.
“This data can be coupled with CRM
systems to enable the property to send
targeted offers to guests and used with spa,
dining and golf reservation systems to upsell
the guest experience.”
Enhancing the
guest experience
Michael Schubach – PMS reservations and guest
history can provide a foundation for evaluating the
experiences of hotel guests
for settlement when the guest checks out.
Within the hotel, guest information
is shared with various systems such as the
restaurant point of sale system for billing to
the room and the in-room TV systems; the
PABX system, for telephone management,
billing and recognition; the CRS system for
online bookings, etc. In this way, the PMS
becomes more of a data-gathering tool for
guest information, which can be used for
other systems relevant to the business too.
However, due to data protection and
privacy issues, guest information is usually
only stored in the PMS and other systems
will interface or integrate with it order to
access this information, says Singh.
Having recognised this, UbiQ Global
Solutions has taken an approach in its design
of the new application framework that
enables hotels to leverage PMS information
and use it to provide more personalised
and enriching services to the guest, such as
mobile check-in and check-out capabilities,
online booking and loyalty recognition, etc.
Michael Schubach, vice president of
product development at Agilysys, says
that interfaces to analytics systems enable
Bernard Ellis, director of industry strategy
for Infor Hospitality, says that the ability to
upsell guests before arrival may be limited
by how much customer data is divulged
by the booking channel. Once they have
arrived, however, they are a captive audience
to be sold room upgrades, meal plans,
spa packages, and any other enhanced
experience options that the property offers.
“Technology can help hotels use this
data to provide highly targeted offers
throughout their stay, and, even more
importantly, to entice them to come back,
and book through the hotel’s preferred
channel.”
Shubach adds that PMS reservations
and guest history can provide a foundation
for evaluating the experiences of hotel
guests. The ‘sacred touchstones’ of customer
value, he says, are first ‘recency’ (when did
the guest last stay at the property?); second,
frequency (how often does the guest stay at
the property?); and third, monetary value
(how much does the guest spend while
at the property?). These indicators enable
hotels to rank guests in the terms that matter
most – such as VIPs or ‘high rollers’ – and
recognise them for their contributions to
the property’s success.
The data also can be merged with
satisfaction survey systems so the property
can link spending to satisfaction and
There’s no question that guests love the
fact that hoteliers are making full use of
technology to improve their service. But
does it come at a cost?
“E-Commerce is a wonderful business
tool, but used indiscriminately, it can have a
homogenising effect,” says Edwards. “Every
hotel stay feels the same, and for someone
looking for that traditional service, it can be
disheartening to think you’re just another
face coming through the revolving door.”
However, like all tools, technology only
does what it’s told to do. And technology
can give guests an experience they wouldn’t
get at another property.
“Going forward, guests will want to
have more say on the use of their personal
information,” says Singh.
“It could be envisaged that guests
will not want to share specific personal
information from a central repository
which is located online, with hotels and
other organisations. With the advent of
data privacy and protection, it could also
result in a situation that the PMS systems
or other auxiliary systems will no longer be
allowed to store personal guest information
after the stay, apart from some basic tracking
information for purpose of future booking,
which must be deleted upon check-out.”
Ellis says that while hotel brands and
their franchisees have always had a debate
over who ‘owns’ the customers, not to
mention wholesalers and tour operators,
online travel agencies and meta-search sites
now also lay hard claim to them.
“But no matter how the customers’
booking makes it to a hotel, they completely
expect to have to provide any missing
contact information at registration, and
couldn’t be more motivated to make you
aware of their preferences.
“For that reason, no matter how
sophisticated other channels may get in
their CRM technologies, or even the hotel
itself, the hotel’s PMS remains the ultimate
‘go-to’ source of guest information.”
AHCT January 2014
17
D
D
e s i g n
e s i g n
A sense
of place
Guestrooms are perfect vessels for telling stories
about their host country, especially one with such
a colourful history as India. Wilson Associates
reveals how it incorporates sense of place in its
latest projects for the rapidly developing Indian
hospitality sector. By Rebecca Lo
Photography courtesy Wilson Associates
At the JW Marriott New Delhi Aerocity Wilson’s guiding design principle referenced the ancient Indian belief system of the seven chakras
E
ven decades after the term was
coined, the BRIC countries
continue to inspire endless
fascination for travellers and
investors. Yet these are the same people who
expect international standards of creature
comforts wherever they go. With India’s
rapidly developing economy and robust
domestic business travel market, it makes
sense that any five-star hotel worth its salt
should be designed to an international
standard.
Yet guestrooms, where travellers spend
their most intimate moments, are often the
areas where owners often opt for the generic.
While India’s technology expertise means
guestrooms are usually stocked with up to
the minute gadgets, the spaces themselves
sometimes leave guests wondering which
country they are in.
That’s where Wilson Associates gets it
right. Founded in 1971 by Trisha Wilson,
the hospitality design specialist firm
currently boasts offices in New York City,
Los Angeles, Singapore, Shanghai, Kochi
and Abu Dhabi as well as its head office
in Dallas.
Since its inception, the company’s
philosophy has been to service the market
where the project is located, whether that
means a retreat in an unspoiled paradise
or an oasis in the heart of an emerging
metropolis. It also believes in creating sense
of place, with interiors that tell the story, the
culture and the people of the locale. Even
if the guest never leaves his room, he is left
with an impression of having travelled to
somewhere exotic.
Along with other developed and
developing countries, the firm is actively
working on a number of projects in
India. For its Indian guestrooms, designs
organically reflect and reinforce the hotel’s
concept. Many strike a delicate balance
between the ornamentation found in Raj
palatial architecture with the contemporary
needs of business travellers to the country.
For the 523 guestrooms and suites
JW Marriott New Delhi Aerocity, which
opened in October last year, the brief
called for a contemporary hotel with no
references to India’s heritage. Instead,
Wilson’s New York City-based executive
design director Joanne Yong argues that it
was a fantastic opportunity to incorporate
cultural elements.
“We took reference from the ancient
Indian belief system of the seven chakras
to be the design’s guiding principle,” says
Yong. “The chakras are energy centres in the
body and keep a person’s spiritual, mental,
emotional and physical health in balance.
Each chakra is associated with a certain
colour, visualised as lotuses with different
numbers of petals. Although it is not literally
seen in the design, we used chakra as our
design foundation. We created patterns
that were inspired by lotus and colour
Wilson executive design director Joanne Yong
palettes were formed based on individual
chakras. The guestrooms were based on the
Vishuddha chakra, and correspond with the
pale blue or turquoise petals.”
Over in the Tamil city of Chennai,
the inspiration for ITC Grand Chola was
the Chola dynasty itself, which dominated
southern India from the 3rd century BC.
At one point, the kingdom included Sri
Lanka, The Maldives and parts of China
until finally falling in the 13th century.
JW Marriott New Delhi
18
AHCT January 2014
AHCT January 2014
19
D
e s i g n
Solutions for merchandising & the service of wine
Wilson design director Susan Issac
Wilson’s ITC Grand Chola includes elements such as tiered
Chola arches utilised in guestroom corridors and bathrooms.
India is open and
progressive. In almost
all of our projects there,
our approach is to
ensure the product is
comfortable to the entire
spectrum of guests
Joanne Yong, Wilson
Slated to open in March 2014 with design led by Leonard Lee out of Wilson’s Singapore office,
Shangri-La Bangalore will offer another culturally specific design
Art as inspiration
Yet Chola art, architecture and literature
still continue to influence India today. For
the 522 guestrooms and 78-unit service
apartment property, Wilson’s design director
Susan Issac in Singapore looked to Chola
art as references. The hotel opened in
September 2012 and included elements
such as tiered Chola arches utilised in
guestroom corridors and bathrooms.
“The hotel is strategically located
just a few minutes from the airport,
catering to both the international market
as well as local demands,” notes Issac.
“The hotel guestrooms and serviced
apartments received different levels of
treatment. Guestrooms were a few notches
higher in terms of materials used and
approach to details, yet both were globally
competitive. Modern devices such as
centralised iPad controls were introduced
for guest convenience.
“In addition, a selection of modern
materials was used carefully to maintain
the right amount between tradition and
sophistication. Distinctive and recognisable
items such as accent furniture, sculpture,
art and accessories were introduced to give
a sense of culture and belonging.”
20
AHCT January 2014
Issac’s project was the flipside of Yong’s:
the former had to be cautious not to over
ornament, while the latter added decorative
elements to the bare bones room that her
client wanted.
“With the Chola concept, our client
expected the rooms to be designed
completely in that spirit – from space
planning and elevations to choices of
materials and art, all must reflect the Chola
and southern India influence,” explains
Issac. “We needed to balance the amount of
details within the space three dimensionally
to ensure that it wasn’t overdone. Rooms
were guided by compartmentalised spaces
for the right proportions, while innovations
were emphasised in how we combined
materials.”
Yong took advantage of India’s
indigenous craftsmen to include bespoke
designs for a subtle narrative. “For example,
the guestroom mini bar doors were clad in
mother of pearl tiles, a material seen a lot
in traditional vases, urns and artefacts,” she
elaborates.
“There, we interpreted the material in a
modern context. We also created a leather
trunk in the closet area as storage for room
slippers and laundry bags, as the area is
known for its leather products. With the
pale blue scheme, we wanted the colour to
be almost spa-like for complete relaxation.
The size of the standard rooms was 40 to 42
square metres, so not very big. We wanted
the spaces to be interactive and open, yet
not compromise on privacy. Guests can slide
back walls while soaking in the tub to enjoy
a more open environment with natural light
or watch TV, for a larger room and more
unique experience.
“The lighting was designed with a
specialist to ensure that the room worked
both for work and leisure. All light points
were strategically placed to not be intrusive
while allowing guests to work effectively
with task lighting or reading lights right
above the bed, and switches within easy
reach of it.”
Wilson is currently working on another
culturally specific design for Shangri-La
Bangalore, slated to open in March 2014
with design led by Leonard Lee out of the
Singapore office.
“India is open and progressive,” believes
Yong. “In almost all of our projects there,
our approach is to ensure the product
is comfortable to the entire spectrum of
guests.”
Combining high quality, luxury materials,
ShowCave has given the wine cabinet a
facelift. Innovative, with a capacity for 180
bottles, it boasts high-tech features and a
bold design.
Designed to showcase your best vintages,
ShowCave will appeal to both wine
professionals and connoisseurs.
S how c ave
Made in France
For a free brochure containing full detail,
please contact:
Alpha International Food Services
909, Chai Wan Industrial City, Phase 2,
70 Wing Tai Road, Chai Wan, Hong Kong.
Tel: (852) 2889 2123 Fax: (852) 2889 1757
http://www.eurocave-alpha.com
F
o o d
F
British lamb (Picture: EBLEX)
o o d
Taste and health
Love me tender
“Lamb is getting more and more popular
in Asia – people are getting to know about
it not just for its taste but also for health
reasons,” suggests Romeo Alfonso, general
manager of Sutherland Company Limited
Hong Kong, a leading supplier of quality
meat in the territory.
“Consumers are keen to switch from
beef to lamb as it’s perceived as ‘not too
much’ of a red meat. They want healthy
meat, want to know if it is saturated or
unsaturated fat, contains Omega 3 and so
on. They need correct information.
“They increasingly tend to have more
money to travel, have eaten different things
on their travels, watch the food channels and
want to try these things. Consumers are also
concerned about where the livestock is from
and whether it is humanely raised.”
L’Altro Hong Kong chef Antimo Maria
Merone says that while he observes Thai and
Vietnamese restaurant increasingly offering
lamb, it is still more common on Western
restaurant menus.
While lamb is not as traditionally popular as
other meats in Asia, interest is definitely on the
rise, reports Daniel Creffield
“I
n Asia we are selling lamb to
Hong Kong and Singapore,
but aim to increase the number
of markets we are exporting
to,” says export manager Jean-Pierre Garnier
of EBLEX, the organisation for the English
beef and sheep industry.
“It is not correct to say that lamb is not
popular in Asia. It is true that in Eastern
Asian countries such as Japan the strong
‘tallowy’ flavour is frowned upon. In the
UK, our modern meat genetics allow the
production of 18-21 kg lamb carcasses in
five to six months. Our lamb has a very mild
flavour to its low age and sexual maturity. In
the medium term, we will aim to convince
Japanese consumers of the superior quality
and flavour of our lamb.
“Asian cooking (and for the matter
world cooking) traditionally uses a lot of
lamb. However, there are large variations
from Mongolian, Kashmiri or Farsi cooking
where lamb is the main meat, to Korean
cooking where it is a minority meat. In
fact, you will find more lamb dishes on a
restaurant menu in Iran, northern India or
Pakistan than on a Western menu.”
Garnier believes lamb consumption in
Asia will continue to grow in countries such
as India and China.
“In China, consumption is expected
to rise from 3 kg per capita per year in
2010 to 3.36 kg in 2020. In India, meat
consumption, mostly chicken, lamb and
goat meat increases by 14% per year. We
expect it to increase in countries such as
Thailand, Iran and Pakistan. In Eastern
Asian countries such as Korea and Japan
the development of lamb consumption
will depend on the availability of mildly
flavoured lamb products.”
A recent report, Sheepmeat – Riding
the Rollercoaster of Returns, shows that
the emerging China market has grown
62% for the year to 17,863 tonnes for
Australian meat alone, representing 18%
of the country’s total exports. China is also
the largest single market for New Zealand
sheep meat in 2012, taking 75,931 tonnes.
China’s middle class is now the size of the
US population at around 330 million and
has “a real appetite for red meat” according
to the report, with the McDonald’s burger
chain looking to have 2,000 stores in the
country by the end of 2013.
Joel Haggard, senior VP, Asia Pacific
region, U.S. Meat Export Federation,
says that while Hong Kong is also the
primary market in the region and product
is also available in The Philippines, US lamb
remains off limits for importation in a
number of markets, including China
and Japan.
“Lamb is popular in China and mutton
has its markets in certain regions of Taiwan.
The US aims to introduce Asian consumers
to the refined tastes of grain-fed lamb, which
is priced as a premium product and is more
aimed at a niche clientele,” he says.
“We don’t have a list of our exports by
cut, but we are pretty sure that US lamb
racks would be the largest export item to the
Asian region. US grain-fed lamb racks are
seen as a must-feature item on the region’s
finest tables.”
The new ZIEHER catalogue 2014!
Available as of march!
MAISON & OBJECTS Paris FR
AMBIENTE Frankfurt GER
„Dots“
www.zieher.com
22
AHCT January 2014
Hong Kong chef and
restaurateur Harlan Goldstein
serves slow-cooked Colorado
lamb rib at Gold By Harlan
Goldstein. He says Colorado
lamb is best, but also uses
Australian, New Zealand
and French varieties in his
restaurants. Lamb is becoming
very popular in Asia, he insists
„Amuse“
24.01. - 28.01.2014 Hall 3
07.02. - 11.02.2013 Hall 4.2 booth B23
„DressCoat“
www.facebook.com/ZieherGermany
AHCT January 2014
23
F
Roasted milk-fed Aveyron lamb with gratinated
potatoes and provencale vegetables
(Picture: Gaddi’s, The Peninsula Hong Kong)
o o d
For Kowloon Shangri-La Hong
Kong’s Shang Palace Chinese
restaurant executive chef Mok
Kit-keung’s signature roasted
rack of lamb with red wine
sauce, he combines Chinese
and Western cooking methods.
He first marinates the meat with
Chinese condiments including
dark soy, light soy, Chinese wine,
pepper, garlic and shallots before
initially cooking it in the wok.
He then oven bakes it for a few
minutes before returning it to the
wok and continue cooking with
its marinade
Dining Concepts’ corporate chef Taran Chadha – a lamb fan
Hazelnut crusted rack of US lamb (Picture: U.S. Meat Export Federation)
“It is mostly high-end Western
restaurants serving lamb, with the most
common being French, Australian, New
Zealand and from the US (the most famous
being Colorado lamb).
“There are parts of the lamb – shoulder,
leg, for example – where slow cooking can
give a better result. With some of the other
parts – loin, rack, fillet – the ‘a la minute’
procedure gives a better final product. Our
Colorado lamb rack has a nice red colour,
the taste is quite marked, the texture is firm
but tender and it has very nice marbling. It
is cooked a la minute after the guest orders.”
On the menu
Martin B. Jones – vice president, F&B,
Asia Pacific, Starwood Hotels & Resorts
Worldwide Inc. says that lamb is being
widely served in Starwood restaurants,
whether it’s Asian or Western cuisine.
“Restaurants within our group are
dedicated to serving a wide selection of
lamb – loin, leg roast, cutlets, ribs and
racks – either on the chopping board or a
la carte,” he says.
“Lamb has long been a popular type
of meat for Asian diners. Take China, for
example – people in the northern region
24
AHCT January 2014
L’Altro Hong Kong chef Antimo Maria Merone
of China eat lamb frequently, and in some
parts, lamb was even the main source of
meat in their diet.
“However, lamb dishes are increasingly
popular in southern parts of China, such
as Guangdong and Shanghai. Some of the
more famous ones are lamb clay pot and
braised lamb – you may now find them in
small food joints off the street as well. Lamb
skewers are also now commonly found in
majority of Asian cities.”
Kowloon Shangri-La Hong Kong’s
Shang Palace Chinese restaurant executive
chef Mok Kit-keung says lamb is considered
to be a sophisticated dish in Asia, and, unlike
commonly held beliefs, its fragrance is
actually quite popular with some customers.
“The marinade neutralises the unique
aroma,” he suggests.
“Different parts of lamb have different
strengths of flavour. Brisket has a stronger
taste than chops, so I cook it with preserved
bean curd and soy sauce that will balance out
the more overpowering flavours.”
And he believes that it is not as challenging
as one might think to incorporate lamb into
Chinese menus and dishes.
“People have been using it for years in
many parts of the world – the northern
parts of China, India, Sri Lanka and many
more. In Hong Kong it is commonly used
at home cooking for dishes such as hot pot
and dumplings.”
Dining Concepts’ corporate chef Taran
Chadha looks after three restaurants in
Hong Kong: Craftsteak, Prime Steakhouse
and Bouchon Bistro Francaise.
He says that since both Craft and Prime
are steakhouses, diners want some form of
grilled lamb.
“We are therefore limited to a selections
of cuts,” says the chef. “We have always used
Australian lamb racks as grilled chops, and
customers expect this in our restaurants.
Recently I introduced lamb rump/chump
and am also serving grilled chops, to
introduce customers to another cut of lamb.
The response has been positive but we still
get guests saying they just want chops.
“During the winter I always try to
do braised/slow roasted lamb dishes for
lunch, using bone-in shoulder, shanks
and leg.”
D
competition
r i n k
Spirited
D
Vodka sales are still
healthy says Diageo,
which owns the
Smirnoff, Ketel One
and Ciroc brands
Vodka continues to establish itself as Asia’s favourite white spirit, writes Robin Lynam
“G
in is in and vodka is yesterday’s
news,” is the impression you
might easily get from trendy
new watering holes such as Hong Kong’s
Ori.Gin and the plethora of small-batch
juniper flavoured spirits now appearing on
back bar shelves around the region.
It ain’t necessarily so. The burgeoning
vogue for boutique gins notwithstanding,
in white spirit volume terms Asia remains
very much a vodka market, with the
major international brands all competing
vigorously for market share.
One indication of how important
Asia is to vodka distillers is that last year
Sweden’s Absolut vodka, one of the leading
international brands, opened its first
standalone brand store at Kuala Lumpur
International Airport. Its competitors are
also pouring resources into building their
names and the prestige of their brands.
“Vodka as a category has not been
affected by the increased interest and growth
in gin,” says Will Thompson, the Singapore
based Asia Pacific reserve manager for
Diageo, which owns the Smirnoff, Ketel
26
AHCT January 2014
One and Ciroc brands as well as marketing
Moët Hennessy’s Belvedere in several
markets through the Moët Hennessy Diageo
(MHD) partnership.
“The resurgence of interest in gin has
actually drawn more people into the white
spirit category, and made it more interesting
and vibrant for both gin and vodka brands
to play in.”
A healthy market for vodka in AsiaPacific reflects the broader international
picture, according to Robert Cullins, global
commercial director, SPI Group, which
owns the Stolichnaya brand outside Russia.
“The category remains strong, and in
fact we have experienced growth in recently
challenging markets such as Spain, Italy and
Greece,” notes Cullins.
“Overall APAC is growing over 26%
versus 2012, with the key drivers being
South Korea, Cambodia, New Zealand and
China, all showing double digit growth.”
These International Wine & Spirit
Research figures certainly look healthy,
particularly for the vodka super premium
category, with a four-year compound annual
growth rate of 29% for the APAC countries.
“Although it is off a small base when
compared to established dark spirit
categories, from developed markets such as
Korea – 61% – to large emerging markets
like India with 33%, and then emerging
South-east Asian markets including Vietnam
at 57% and Indonesia at 252%, the category
is expanding fast. It is an exciting time for
vodka in the region,” says Thompson.
The growth of vodka in South Korea is the
strongest in the region at close to 45%
this year compared to last, and off a fairly
strong base. Consumers in most countries
are drinking vodka because of its mixability,
but also for trend reasons and sometimes
even for bragging rights.”
Not long ago, if ordering a vodka-based
drink in a bar, even discerning consumers of
whisky or cognac would seldom bother to
specify a brand. Now drinking recognisable
vodka premium brands is seen in a similar
way as a statement of personal style within
a legitimate area of connoisseurship.
“As growth figures show, super premium
vodka is growing rapidly and capturing
drinkers’ imaginations with accessibility,
mixablity and exciting new flavours,”
says Thompson.
“To maintain momentum behind the
category we are focusing on supporting
and up-skilling our on-trade partners with
development programmes such as the
Diageo Bar Academy and World Class to
help with the presentation of our vodka
brands to their customers. We are focused
on partnering with on-trade outlets to create
amazing drinking experiences across Asia,
which is essential to the growth of MHD’s
vodka portfolio.”
In common with other distributors,
MHD has identified flavoured vodka
as a key growth driver for the spirit in
Asia-Pacific.
r i n k
Stolichnaya’s Indulgent range flavours – chocolat
razberi, salted karamel and chocolat kokonut – have
been introduced in several Asian markets and in the
Asian travel retail channel
In the mix
There are a number of reasons vodka
currently has a buzz about it. One is the
rapid development of interest in mixology
in the region and its growing sophistication.
Another, as economies recover from
recession, is a reviving interest in premium
brands such as Grey Goose, Ketel One and
Belvedere.
“Vodka is still a very strong category and
the fastest growing category in Asia,” says
Louis Chow, sales and marketing manager,
Asia, Campari Asia Pacific.
“Nearly all of the Asian countries are
still growing quite strongly in this category.
The Absolut Originality range was launched in Hong Kong in November 2013
AHCT January 2014
27
D
D
r i n k
“In 2013 we released new flavours
on the Smirnoff trademark in a number
of markets including both full strength
spirit and ready to drink formats,” says
Thompson.
“Ciroc has also started to launch its
range of super deluxe flavours with coconut
and red berry being the lead variants.”
In August 2013 both Belvedere Vodka
and Belvedere Black Raspberry were
awarded trophies in the 2013 International
Spirits Challenge.
Stolichnaya has also been helping
bartenders explore the possibilities opened
up by a range of new flavours, according
to Cullins.
“Stoli is often the bartender’s choice.
We already play a significant role in
Asian cocktail culture, not just in Hong
Kong and Singapore but also in mainland
China, particularly in Shanghai. We have
successfully introduced our Indulgent
flavours – chocolat razberi, salted karamel
and chocolat kokonut – in several Asian
markets and in the Asian travel retail
channel.”
Vodka companies are also looking to
capitalise on the promotional opportunities
presented by social media, according to
Cullins.
“We’ve been highly active across all
consumer touch points with particular
focus on digital, including the launch of
a consumer social media app RECAPP by
Stoli which we are looking to localise in
Mandarin for 2014, as well as some fantastic
bartender education initiatives,” he explains.
Flavoured vodka on an industrial
scale – it was previously a DIY process,
particularly popular in Poland – was, of
course, pioneered by Absolut, which has
recently taken to promoting its bottles as
collectors items by producing a growing
range of limited editions in its Absolut
Originality range, launched in Hong Kong
in November 2013.
“Absolut Originality presents our iconic
bottle in its most classy form to date,”
Absolut global brand director Mathias
Westphal explains.
“We took inspiration from traditional
Swedish glass craft, and made it available
to the world. When we watched a drop of
cobalt sink into the hot glass the first time,
‘Skyy-high’ sex appeal
Sex sells, and last summer Skyy Vodka, which its marketing asserts is “the number one
premium vodka made in America” for a limited period introduced the Skyy Vodka American
Beauty Bottle designed by popular US contemporary swimwear line L*Space Swim.
Suggested as a suitable tipple with which to celebrate the Fourth of July, the bottle
was dressed in an L*Space Swim designed bikini in a Star Spangled Banner Print.
L*Space Swim also introduced a custom bikini, Inspired by the bottle design – the
L*Space Swim for Skyy Vodka Bikini.
“As American brands, the Skyy Vodka and L*Space Swim collaboration celebrates
US pride and is a unique way to add a fashionable twist to our iconic cobalt blue Skyy
bottle,” says Umberto Luchini, head of marketing, Skyy Vodka.
“Our partnership with Skyy Vodka rings true on so many levels,” says L*Space swim
creative director and designer Monica Wise.
“We are both focused on style, sophistication, and celebrating in true American form.”
28
AHCT January 2014
we didn’t know what it would look like.
But the very first bottle looked amazing,
and what started as a playful experiment
ended up as four million one-of-a-kind
pieces of art.”
As well as appealing to collectors these
bottles have the added advantage of looking
good behind bars, and drawing the eye of
the customer back to the brand.
“ The streak of cobalt forms a
sophisticated contrast to the crystal clear
glass, and the blue colour makes each bottle
unmistakably Absolut. This classy remake
celebrates the original thinking that has
always been the Absolut creed, and pays
tribute to the world’s most iconic vodka,”
says Westphal.
MHD’s Belvedere has also been using
limited edition bottles as a marketing
technique, but has tied its Belvedere Red
release in with charity fundraising. Some
proceeds from sales go to the Global Fund
which supports international charities
fighting HIV/Aids.
Although there are striking similarities
between gin and vodka, there is one major
difference. There are only a small number
of premium gins made by the major
spirits companies, but a plethora of small
batch ‘boutique’ spirits now driving the
development of the market.
Conversely, although there are small
batch boutique vodkas, a handful of which
are available in Asia, few have yet gained
comparable marketing traction. The vodka
market globally continues to be dominated
by a handful of easily recognised names.
“The category itself and the growth
trend of vodka is still much larger than gin.
Gin is generating interest as a category to
some, but globally the rum and flavoured
bourbon category is creating even more of
an impact,” says Chow.
“Stolichnaya has an original story, and
it is from this heritage and provenance that
we are building our already solid reputation
as a premium vodka,” says Cullins.
“With a strong focus on lifestyle
engagement through our digital platforms
we hope to see continued success across
Asian territories. The brand has some
exciting plans in 2014, including a bespoke
campaign for which you will just have to
wait and see.”
r i n k
There has been
renewed interest
in premium brands
such as Belvedere
E
q u i p me n t
High quality linen from Winitex
Material
benefits
The luxury bed is an integral part
of a full-service hotel room.
Zara Horner discovers investment
is not in the textiles alone
T
he hospitality industry spends very large amounts of
money on quality linens.
Hotel groups Radisson, Holiday Inn and Marriott
have recently reported spending around US$263 million
on new bedding while Hilton has spent as much as US$1 billion.
But this outlay is on more than simply textiles; it incorporates
equipment, facilities, training, utilities, processing, housekeeping
and distribution departments, as well as well as guest perception
and comfort.
“Good quality linen provides a sense of luxury the guest can
actually feel,” explains Carey Chan, assistant general manager Pacific
Rim Trading, a subsidiary of specialist hospitality industry service
and product provider Chiram Strategic Group.
“Guests can also see the difference that linens in beautiful designs
and colours can create.”
For Chan, a property that offers quality linen “sets itself apart
from other hotels, creating an unmistakable feeling and reassuring
the guest that the hotel is investing in their comfort and giving them
excellent value for money.”
When it comes to how housekeeping directors make their
purchasing decisions, and how criteria changes, Chan says that
hospitality groups want to create ambience and luxury for their
guests, but they also want good value from suppliers.
“Experienced hoteliers purchase linen based on value for money
30
A HCT January 2014
“In the past, a napkin was almost always 22 inches square and
white. Nowadays it could be any colour, any design and it is possible
it may even be triangular or rectangular!”
It’s a point Tarynn Hatton-Jones, managing director of Burnt
Oringe, a luxury, fairtrade and organic fabric supplier to the
hospitality industry, expands upon. “Manufacturing using nano
technology is the way of the future.”
While the technology is in its infancy there is a lot of lab work
proceeding to perfect and expand its applications.
“At the moment we offer mattress covers and protectors
made using nano technology. Basically, this kills and prevents the
reproduction of bed bugs and mites.
“The chemicals used have absolutely no effect on humans, and
are environmentally friendly but they are lethal to the horrid pests
which are a bane of the hospitality industry.”
Burnt Oringe hopes to produce other products using this
technology, and already has a lot of interest in it. The mattress covers
form part of the range of all natural and predominantly organic
luxury linen the company is known for.
“The linen used in a hotel or restaurant is an extremely important
component of the overall branding and as such every detail is
scrutinised by our clients. Every piece of embroidery. Every stitch.
“Quality is still the number one consideration for our clients
as they recognise it is part of building a client base and offering a
complete comfort package, but cost ratio is now a big question as
well as clients want a decent product at a reasonable price.”
but they demand excellent quality, reliable service and flexibility of
design, colour and style.”
Making it happen
Jackie Hoo is director of rooms operations at Ritz-Carlton Hong
Kong. “We only use high quality linens from select trustworthy
suppliers,” she says. “All our linens are made of 100% cotton as this
is the best natural material available for this type of special textile.”
Hoo points out that the group housekeeping departments follow
strict guidelines in purchasing linens.
“Our suppliers were selected after a detailed and extensive
screening process. Our purchasing process is property-based, with
support from our regional purchasing department.”
Durability and ease of laundering are both important
considerations in terms of time and costs.
Ritz-Carlton Hong Kong does not have an in-house laundry,
so linens are sent out to a professional linen laundry contractor,
Hoo explains.
“This contractor has to adhere to our very strict standards, from
washing to ironing.
“And we insist that only the best detergent products are used.
We will only allow environmentally friendly detergents to be used.
To ensure all this happens, we perform random inspections at the
laundry plant.”
Getting technical
Latest technology advances are providing suppliers with greater
design and colour flexibility, and clients are taking advantage of that.
Chan points out, “Customers are selecting bespoke designs
more and more, as well as vibrant colours and unusual styles to suit
contemporary living and dining.
Burnt Oringe has just supplied linens to Gakuto Villas, a contemporary Western
development in Hakuba, in one of the most popular ski destinations in Japan
Burnt Oringe is committed to providing sustainable products
and encouraging clients to choose them.
“It is easier with new builds and openings,” Hatton-Jones admits.
“We have just completed an order for two new boutique hotels in
Japan who have gone completely organic and sustainable in their
linens, from bedding and towels to tablecloths and bar mats. Very
exciting.”
But established properties are taking longer to make the change.
“Change is definitely occurring in Asia,” Hatton-Jones enthuses.
www.hattonjonesco.com
E
q u i p me n t
Ritz-Carlton Hong Kong – durability and ease of laundering are both important
considerations in terms of time and costs
the hotel. Hotel guest comfort is probably the most important
requirement of any hotel stay and the linens the hotel selects
contributes a large part to that comfort.
“Some of our hotel customers are asking for a small percentage
of polyester in the linen to make the laundering process easier,”
Brown notes. “But this is largely unnoticeable to the guest, while
maintaining the comfort of cotton.”
Prices have been stable or falling for the past couple of years,
Brown points out, “As the main element of the cost is the cotton
content.”
However, he cautions that prices will fluctuate in line with raw
cotton prices.
C
M
Y
CM
MY
CY
CMY
K
Fabric of life
Large marble tablecloth from Chiram Strategic Group – good quality linen provides a
sense of luxury the guest can actually feel, says Carey Chan of the company
“Five years ago we were behind Europe and the US but we have
caught up and interest is building all the time in organic and
environmentally friendly products.”
Look and feel
“We – and our clients – stick to the rule of keeping things simple.
Whatever the star rating, it is about classic looks and feel. White
is the colour. It creates feelings of spaciousness, it’s about comfort,
it’s inviting.”
Even with a palette of more than 20 shades of white to choose
from, “clients still tend to prefer the Nordic or stark whites. But
textures can differ, with some higher star properties preferring a
more sateen feel to matt.”
Norman Brown, director or Beaumont & Brown, provider
of luxury linen needs including bedding, towels, bathrobes and
slippers, agrees with his industry colleague that white is the only
way to go.
“Fresh white linens are an expression of the cleanliness of
Toby Hou, general manager of Ming Fai’s One-stop Hotel Service
Center, has a different take on the issue. For him, it is all about fabric.
“Over the last several years, hotel chains have been
intensely upgrading the look and feel of their rooms with more
quality products.
“The quality of goods is increasingly judged not only by function
but also by fabric, so hotels hope to sell their rooms at higher rates.
Also, quality linens last longer.”
Hou says hotel procurements are gradually changing from the
previous purchasing strategies. “Now they look at factors such as
fabric use, colour and design.”
As part of its new business structure, Ming Fai Group is
expanding its hotel product offerings, including new linen
brand, Adwin.
“Manufactured using innovative technology methods to
incorporate lycra into the mix, the Adwin range automatically and
quickly restores to its original state,” Hou says. “The bedding is
suitable for different mattress sizes, is anti-bacterial and anti-odour.”
Another special feature, Coolmas, allows the bedding to stay at
an optimum temperature.
This year, Ming Fai became regional distributor of Protect-A-Bed
protective bedding products, “which help create a dry, hygienic, bed
bug free and anti-allergy sleep zone,” Hou says.
RIVOLTA CARMIGNANI S.p.A. via Visconti di Modrone 15
20846 Macherio (MB) Italy - phone ++39 039 20 10 555
www.rivoltacarmignani.com - [email protected]
Authorized Agent: Hong Kong Macau China
32
A HCT January 2014
Tel: (852) 2838 8977
Website: www.prt.com.hk
Facebook: Pacific Rim Trading
E
q u i p me n t
E
q u i p me n t
Let the good times roll
Invista’s new Stainward carpet is designed to meet the specific needs of Chinese customers looking for high-performing carpet solutions at a more affordable price point
At every hospitality price point, durable
carpets that also look good are essential.
Zara Horner finds out what’s new on the
lucrative carpet market
F
rom installation to maintenance
and traffic patterns, many factors
influence how long a carpet will
last in a particular application.
Successfully selecting the most suitable
carpet construction begins with an
understanding of the space and its use,
while the look and feel of the carpeting says
a lot about the property’s commitment to
quality, and therefore to its guests.
“Sometimes, you are not able to
achieve all goals,” warns Stephen Lam,
from Customade Carpet Manufacturing
Hong Kong, which, as the name suggests,
customises carpets and rugs from a range
of materials, with a focus on natural fibres.
Durability depends on density, and
traffic patterns determine density, “whatever
the budget,” Lam says.
When it comes to choosing the right
carpet for every space, Lam says they
simply rely on listening to customers’
needs, incorporating main colour schemes
and themes, after which specialist carpet
designers get to work.
“It’s all really determined by budget
though. We will select the best choice for
the budget.”
“Creating the right floor covering design
is a combination of design scale, design
definition, practicality – soil hiding – colour
propensity, correct pile fibre selection and
34
A HCT January 2014
practical texture,” says Richard Morris,
managing director – commercial, Asia for
Tai Ping Carpets.
“In public spaces, such as corridors,
F&B and meeting rooms, it is about pile
density, not plush pile.”
Tai Ping, a one-stop source, from
planning through site measurements,
design, quality control, installation and
after-sales service, works with the customer’s
housekeeping and engineering departments
to analyse the typical amount of foot traffic
per day in a specific area.
This determines ideal construction,
fibre type, pile density, backing type,
underlay and installation method, all of
which determine durability and ease of
maintenance.
“We conduct ‘space audits’,” Morris
explains. “These are a full assessment of
spaces to best determine the performance
criteria – things like traffic flow, ratio of
density to pile height, best installation
method, etc.”
Site measurements minimise waste,
Morris says, making them a cost effective
exercise for everyone involved.
“We monitor every stage of production to
ensure we fall into ISO standard certification
boundaries as well. Our products are
routinely tested by independent bodies for
global certification and compliance.”
Morris is at pains to point out that Tai
Ping “has no bias to leverage a quality of
carpet” that is inappropriate for the client’s
needs.
“Whether we work with five-star budgets
or three-star budgets, it is still important for
us to understand the intention of the owner
with regards to the property.
“A flagship hotel may look for a seven
to 10-year life span, whereas a developer
building three or four-star accommodation
to sell for a higher return may be looking for
something else. Tai Ping is able to translate
any cosmetics in any budget.”
For Morris, “performance is king”. By
that he says he means longevity, capacity for
cleaning and resilience are crucial.
“We guide interior design firms and
hoteliers to determine performance criteria
so as to establish the right specifications.
“At the same time, carpet style — palette
and pattern — is an important element of
any space. It is important to get involved
from day one to turn concept into reality.”
Keeping it fresh
At Invista, hospitality design is a permanent
compromise between functionality,
housekeeping or maintenance issues, and
creating a stylish environment for guests,
according to Jimmy Hua, company brand
manager for the company’s Performance
Surfaces & Materials business unit.
“Colours are often selected to provide a
residential feel to hotel bedrooms and can
hide soiling effectively, for example,” he says.
For Invista client’s key concerns are
soiling, crushing, abrasive wear, texture loss,
colour loss and staining.
Tai Ping’s PHUNK collection
“Our latest Stainward carpet is designed
to satisfy all those needs,” Hua says.
“The new carpet brand is designed
to meet the specific needs of Chinese
customers looking for carpets for hotel room
applications who need a high-performing
carpet solution at a more affordable price
point.
“It is manufactured under licence from
Invista by Zhejiang Jiayuan Carpet, which is
one of the first factories in China to produce
woven carpet.”
Morris says that Tai Ping has introduced
new techniques called ‘accent textures’,
which incorporate durable woven
construction with hand textures previously
only available in expensive hand-tuft
products, offering customers a practical,
cost-effective yet aesthetic solution.
The company also recently developed
an impervious backed Axminster carpet
product for specialist needs in markets such
as Australia.
“And we launched The Design
Collective this year. We selected three
very distinctive artists with no knowledge
of carpet construction or design to create
new products – an industry first for the
hospitality market sector.”
Coming from all over the world, the
artists had to each possess a very distinctive
Wool background with viscose from Customade Carpet Manufacturing
aesthetic that would set them apart. Using
their personal hotel stay experiences,
the artists had to create between 20 to
30 designs that could work in groups as
complements with other carpet installations.
“We gave them that criteria, a pom
box (carpet colour matching kit), and a
limit of 12 colours to use per design. They
created three uniquely original collections
that range from soft and natural elements
to bold graphics to imperfectly perfect
textures.”
AHCT January 2014
35
35
P
r o d u c t
N
P
e w s
Tell me about yourself
Reviewing for profit
Compact Interview enables employers
to screen candidates directly with
customised video interviews.
Candidates use their computer, laptop,
smartphone or tablet to record answers
to bespoke questions pre-set by the
employer. The privately held company,
based in London, was launched in
2013 by Rupert Sellers, a recruiter and
ReviewPro, an international provider
of online reputation and social media
analytics for the hospitality industry, is
expanding into the restaurant space.
The company has launched its online
customer satisfaction measurement and
improvement solution for restaurants,
which allows individual restaurants
and chains to aggregate, analyse
and respond to online reviews on
hundreds of review sites and social
media platforms, such as TripAdvisor,
Facebook, Twitter, Foursquare,
ViaMichelin, Yelp and Zagat.
hospitality specialist.
Compact Interview is now available
in Australia, and revolutionising the
recruitment process by enabling a
quick and easy solution for scheduling
challenges, enabling candidates to
showcase themselves and recruiters to
review and assess new talent in their
own time.
For more information: www.compactinterview.com
Hobart No. 1
Germany has voted Hobart the best
warewashing technology brand,
according to a survey by trade magazine
AHGZ.
In the final score, Hobart stood up
to eight competitors and came in as
the winner. Also in the sub-categories
‘Quality and product efficiency’
and ‘Service’, the world’s largest
manufacturer of commercial dishwashers
scored a clear lead.
The overall judgment of the
‘BestMarke’ survey is made up of the
individual results in the categories quality
and product efficiency, image and
service. Quality and product efficiency
focuses on criteria such as constantly
high quality, innovative product solutions,
price-performance ratio, efficiency,
operator friendliness, and quality of the
washing result. The customers gave
Hobart top grades in all categories.
For more information:
www.hobart-export.com
Superior linen
Winitex is the linen supplier of choice
to hotels and restaurants in over 60
countries. Established in 1973 as a
Japanese/German/Malaysian jointventure, Winitex quickly developed as
a manufacturer of high quality fabrics in
intricate designs and colours for design
houses worldwide.
For the hospitality industry, Winitex
has created a complete manufacturing
process which includes yarn dyeing,
r o d u c t
N
e w s
With the social web empowering
every restaurant guest to have a
public audience as a food critic, online
reputation is a make or break factor
for restaurants. Past research by UC
Berkeley and Harvard Business School
determined that an extra half-star rating
in Yelp causes restaurants to sell out at
least 19% more frequently, while a onestar increase can lead to an increase in
revenue of between 5% and 9%.
www.reviewpro.com
weaving, finishing, embroidery and
hemming. All of these processes
take place in the company’s modern
manufacturing facility in Johor,
Malaysia, and goods are exported
worldwide.
With complete control over the
manufacturing process Winitex is
able to supply high quality linen which
meets and exceeds customer needs.
Mercury award
for Meiko
www.winitex.com.my
Blending in
Pack your bespoke trunk
Santos has launched a new juice extractor
and a brushless blender.
The centrifugal juice extractor Miracle
Edition #68 has a full stainless steel food
zone and a new generation patented easy
clean system.
And the Brushless Blender #62 has a
brushless motor and a coated blade that
can handle hard ice cubes and frozen fruit.
Partnering with a family-owned trunk
maker from Paris, Miele Hong Kong
has launched a bespoke display piece.
Combining French craftsmanship and
the modern functionality and design
of Miele appliances, the limited edition
Miele Trunk features the newly launched
PureLine coffee maker and a built-in wine
cellar from the renowned German home
appliance maker.
Miele commissioned luxury Parisian
trunk maker, T.T. Trunks, to create the
piece. After a year of design, planning
and production, two versions of the trunk
were produced. Miele plans to produce a
total of only 10 pieces and these will be
made to order and are fully customisable
for their clientele.
For more information: www.miele.hk
The International Travel Catering
Association presents its Mercury Awards
every two years to acknowledge the efforts
by companies providing catering services
to passengers by airlines, rail operators
and shipping companies. Widely regarded
as an important distinction, the Mercury
Awards serve to identify the strongest
partners in the travel catering industry.
This year’s prize in the ‘Heavy Equipment’
category went to the German dishwasher
manufacturer Meiko. The Offenburg,
Germany-based company received the
award for its latest generation of M-iQ
flight and rack-type dishwashing machines
which are used at major airports all over
the world.
www.meiko.info
For more information: www.santos.fr
36
AHCT January 2014
AHCT January 2014
37
C
u l i n a r y
N
C
e w s
Absolutly stunning
www.absolut.com/absolutoriginality
Eco-friendly abalone
Australia has the largest wild harvest abalone fishery in the world and is
internationally recognised for its sustainability credentials, including recognition by
WWF Hong Kong as a sustainable choice for consumers.
All Australian wild abalone are hand harvested by divers from the pristine cool
waters off southern Australia. This harvesting method locks in the pure ocean taste
and ensures absolutely no by-catch or ecological damage to the ocean floor.
The Australian Wild Abalone Program is a partnership between Australian
wild abalone exporters and their Hong Kong and China based importers and
distributors. The centrepiece of the programme is the AWA certification mark for
co-branding genuine Australian wild abalone products. Products using the AWA
certification mark are supplied by companies that meet strict quality guidelines
under the AWA quality assurance code of practice; use Nanotag technology to
guard against counterfeit product and guarantee product origin; are certified by
the Australian government as meeting food safety requirements for export; and
use wild abalone sourced from a fishery legally able to export under Australian
government requirements for sustainable fisheries management.
For more information: www.australianwildabalone.com.au
The best of Israel
For more information: www.teperberg1870.co.il
38
AHCT January 2014
N
e w s
A cognac
celebration
Absolut has launched Absolut Originality, a limited edition
collection featuring four million individually designed bottles,
each made into a one-of-a-kind work of art with a drop of
cobalt blue infused into the molten glass during production.
Releasing a drop of cobalt blue into the glass only takes
a millisecond. It is added just as the molten glass goes into
the mould at 1600OC. At that temperature, the cobalt is
invisible, but as the glass cools off, a beautiful and unique
infusion appears inside the glass of each bottle.
Managed by Moti Teperberg, Teperberg 1870 is
now one of Israel’s leading wineries, producing over
100 varieties of wine and grape juice. The company
markets over four million bottles a year, locally and
worldwide. Teperberg has been cited as one of Israel’s
most notable.
Originally called Efrat, the winery was founded in
1870 by Avraham Teperberg and his son, Zeev Zaid
Teperberg. The name was based on the biblical ‘Efrata
shehi Beit Lechem’, the road by which the grapes
were brought to the winery. It was first established
in the Old City of Jerusalem. In 1964, Menachem
purchased land in Motza, just outside Jerusalem,
to accommodate the growing business. A modern
winery was established there in 1967. Starting in
2002 the winery began an effort to make more
sophisticated wines, moved to kibbutz Tzora, and
changed its name to Teperberg 1870.
u l i n a r y
A right
royal label
Mercury Trading has been appointed sole
distributor in Hong Kong and Macau for
Chateau de Cayx, the southern French
vineyard owned by the Danish royal
family.
The chateau’s three most prominent
labels are Gobelins 2010, which presents
a dark and profound appearance, a
spicy note and revealing taste, and
silky tannins; Chateau de Cayx which is
purple, offers aromas of red fruits and
reveals the intensity and fleshy character
of Malbec; and Cuvee du Mariage,
which is purple, offers slightly spicy and
smooth tannins, a pure concentration
of fruits on the palate and a subtle silky
texture. This wine was served at the
wedding of Danish Royal Crown Prince
Frederik and Princess Mary in 2004.
www.cayxcn.com
Chillies rule
US-based McCormick & Company has released its
annual forecast of the year’s top upcoming flavours.
Top of the list are chillies, with Peruvian Aji
Amarillo at the front of the grid. Also noteworthy are
Kashmiri masala; tea (making its way into broths and
marinades); Chamoy sauce from Mexico; and cassava
flour, which is gluten-free.
www.McCormickForChefs.com
Martell Cordon Bleu is paying homage to
its generations of cellar masters with a
‘Tribute to Cellar Masters’ limited edition
cognac.
Created by the current cellar master
Benoît Fil, the cognac is blended with
eaux-de-vie from 1975 and 1998, exactly
100 years younger than the ones used
in blending the first Martell Cordon Bleu
cognac.
Since the first Cordon Bleu cellar
master, Augustin Chapeau, eaux-de-vie
of rare quality have been selected and
preserved in barrels for enhancement
over time.
The new blend from eaux-devie of 1975 and 1998 is in tribute to
François Chapeau, his predecessor
who pioneered innovations and quality
improvements affirming Cordon Bleu
among the world’s most prestigious
cognacs to this day.
www.martell.com
Il bel salumi
Salumi – Italian cured meats which include
prosciutto crudo, prosciutto cotto, salami,
mortadella, pancetta e coppa – are
a delicious part of Italy’s ancient food
heritage.
Hot on the heels of a successful
tour in the US and Europe, SalumiAmo
– an Italian initiative to celebrate, share
and raise awareness of Italy’s specialty
cured meats – offered gourmands the
opportunity to taste, learn and explore the
cultural and historical traditions of La Bella
Italia in Hong Kong and Macau.
Celebrating the evolution of salumi
from traditional appetiser to trendy
aperitif, SalumiAmo aims to inspire
foodies with its Italian commitment to
tradition, expertise and taste. SalumiAmo
also promotes the quality and traditions
of Protected Designation of Origin and
Protected Geographical Indication certified
salumi – official marks which are only
granted to products that follow centuriesold traditions and comply with strict
production rules in specific geographic
areas.
www.salumi-italiani.it/en
The cognac has now been unveiled
as Martell’s most aged eaux-de-vie blend,
presented in a ‘montre’, the traditional
Charente bottle, in an exclusive limited
edition case.
Vive la Grand
Marnier
Grand Marnier’s 2013 limited edition is
decked out in glossy red, the brand’s iconic
colour, and boasts its iconic address: Grand
Marnier, 91 Boulevard Haussmann, on a label
that resembles a Parisian street sign. Fine
white lines outline a panoramic view of the
City of Light which gives a warm welcome to
the liqueur, a blend of aristocratic cognac and
Caribbean orange.
en.grand-marnier.com
AHCT January 2014
39
E
v e n t s
Date
40
Event
Details ORGANIsER
Jan 14 – 15 HIFI
Hotel Investment Forum India (HIFI)
Leela Kempinski Gurgaon
Gurgaon Delhi (N.C.R.)
India
HIFI is India’s most important hotel investment
conference. It is the annual meeting place for the
leaders in the Indian hotel and tourism industry
to discuss current trends, network, identify new
opportunities and do deals through a combination
of plenary sessions, breakout panels and interactive
workshops.
BHN and Horwath HTL
Tel: +1 714 540 9300
[email protected]
www.HIFI-India.com
Feb 23 – 27
Gulfood 2014
Dubai World Trade Centre
United Arab Emirates
With over 4,500 exhibitors from 120 countries,
Gulfood is the most important platform to source and
select from an incredible global product showcase. The
show will cater to every line of business from exclusive,
artisan producers to global mega brands.
2nd Zaabel Road, Dubai, UAE
Tel: +971 4 308 6333
[email protected]
www.dwtc.com
www.gulfood.com
Mar 14 – 17
The Philippines International Furniture Show (PIFS)
SMX Convention Center, Manila, Philippines
Established and internationally recognised Filipino
designers and manufacturers team with exciting new
talent to show what the Filipino design community is
all about.
Global-Link Exhibitions Specialist
Tel: +632 750 8588
[email protected]
www.nextonenow.com/pifs
Mar 31 – Apr 3 HOTELEX Shanghai 2014
Shanghai New International Expo Centre,
Shanghai,
China
As the main part of HDD Hotelex, Deco &
Design, it contains seven differently themed sectors
including catering equipment & supply, bakery &
ice cream, tableware, textile, appliance & amenities,
IT & security, fitness & leisure. HOTELEX has
led the hospitality industry trends for 22 years and
will continue to provide one-stop purchasing and
information platform for the hospitality professionals.
Shanghai UBM Sinoexpo International Exhibition
Co. Ltd
8/F, Xian Dai Mansion, 218 Xiang Yang Road(S),
Shanghai 200031, China
Alex Ni
Tel: +86 21 3339 2242
Fax: +86 21 6115 4988
[email protected]
www.hotelex.cn
Apr 8 – 11
Food&HotelAsia2014
Singapore Expo
1 Expo Dr
Singapore 486150
Food&HotelAsia2014 (FHA2014) is the largest
and most comprehensive international trade show
for the food and hospitality industry in Asia.
Consisting of six specialised events namely FoodAsia,
HotelAsia, Bakery&Pastry, HospitalityStyleAsia,
HospitalityTechnology and SpecialityCoffee&Tea, the
upcoming edition presents a wide array of products
and services by more than 2,800 exhibitors from 70
countries/regions over an exhibition area of 95,000 sqm.
Singapore Exhibition Services Pte Ltd
Tel: +65 6233 6651
Fax: +65 6233 6638
[email protected]
www.foodnhotelasia.com
May 13 – 15
SIAL China 2014
Hall N1-N5, E5-E7
Shanghai New International
Expo Centre
Shanghai, China
SIAL China is the leading Asian meeting point for the
food and beverage industry. The 2014 edition will boast
2,400+ exhibitors, 45,000+ visitors and 100,000+ square
metres of space in eight halls.
Comexposium Shanghai
20/F, No 118 Qinghai Road, 200041
Shanghai, China
Tel: +86 21 6217 0505
Fax: +86 21 6218 1650
www.sialchina.com
May 21 – 25
World of FoodService 2014
IMPACT Exhibition and Convention Center, Bangkok, Thailand
World of FoodService is an international trade
exhibition for the food service, catering and hospitality
industry in Asia.
Koelnmesse Pte Ltd
Tel: +65 6500 6712
[email protected]
www.world-of-food-service.com
May 21 - 25
THAIFEX – World of Food Asia 2014
IMPACT Exhibition and Convention Center, Bangkok, Thailand
THAIFEX World of Food Asia is an international trade
exhibition for the food and beverage, food technology
and retail and franchise industry in Asia.
Koelnmesse Pte Ltd
Tel: +65 6500 6712
[email protected]
www.worldoffoodasia.com
Jun 26 - 28
The 12th Guangzhou International Hospitality Equipment &
Supplies Fair
China Import and Export Fair
Area A, Guangzhou, China
HOSFAIR Guangzhou is a platform for Chinese and
foreign hotel suppliers, manufacturers and agents.
Guangzhou Huazhan Exhibition Co., Ltd.
9H, Jinsui Tower, No.900 Guangzhou Ave Mid
Guangzhou, 510620, China
Tel: +86 20 3891 0875 / 3886 6965
Fax: +86 20 2222 3568
[email protected]
www.hosfair.com
Oct 8 - 11
To The Table Asia 2014
Royal Orchid Sheraton
Bangkok
Thailand
To The Table Asia is an exclusive food and beverage
event where senior decision makers from prestigious
hotel and high-end restaurant groups hold pre-selected,
one-to-one meetings with the most innovative and
capable suppliers in the region.
Snap Events Ltd
Tel: +44 7787 404 140
[email protected]
www.tothetableasia.com
AHCT January 2014
E
x h i b i t i o n s
Gulfood 2014 set to
be the biggest ever
W
ith an unbroken record of growth since its inception 27
years ago, Gulfood, the world’s biggest annual food
and hospitality industry trade show, will feature a host of
innovative new features, national pavilions, specialist conferences,
high-ranking ministerial summits and pioneering B2B programmes in
an evolved segmented format designed to ensure the 2014 edition
covers the entire foodservice sector.
The 19th edition of the show, which runs from February 23-27,
2014, at Dubai World Trade Centre (DWTC) will be expanded to five
days under a directive issued by His Highness Sheikh Mohammed
Bin Rashid Al Maktoum, UAE Vice-President, Prime Minister and
Ruler of Dubai.
Meteoric growth in the show’s specialist ingredients, processing,
packaging equipment and food logistics sectors will see these
elements take centre stage at the inaugural Gulfood Manufacturing
show, running November 9-11, 2014, at DWTC.
Gulfood now boasts an additional 27,000 square metres of
floor space for 4,500 local, regional and international exhibitors to
focus on the foodservice, retail and hospitality trade, and explore
international networking opportunities with more than 80,000 global
visitors.
The additional floor-space has enabled 10 new country pavilions
to be introduced to Gulfood’s 2014 line-up, namely: Bahrain, the
Basque region, Colombia, Czech Republic, Japan, Saudi Arabia,
Mexico, Romania, Serbia and Vietnam. A total of 121 national
pavilions are confirmed for February.
Gulfood’s new finished food market emphasis reflects the
significant regional business potential for global food and beverage
related businesses. Gulf Cooperation Council food imports are
forecast to reach US$53.1 billion by 2020, according to a report by
the Economist Intelligence Unit and the hospitality and tourism sector
remains a bright spot across the GCC, whether luxury and leisure
tourism in the UAE, religious tourism in Saudi Arabia, or sport-related
tourism in Qatar.
COMING NEXT
Gulfood 2014
UAE
Feb 23 – 27
www.gulfood.com
AHCTJanuary 2014
41
E
x h i b i t i o n s
Texcare Asia 2013
makes it a clean sweep
New look
Asian Hotel & Catering
Times website!
T
COMING NEXT
Texcare Asia 2015
China International Exhibition
Centre
Beijing
Nov 19 – 21, 2015
(to be confirmed)
he region’s most influential exhibition for textile professionals,
Texcare Asia, successfully ended its 2013 edition. Held from
November 19 – 21 at the Shanghai New International Expo
Center, the event was organised by Messe Frankfurt (Shanghai)
Co Ltd and China National United Equipment Group Corp and
supported by top industry associations such as the All Japan Laundry
and Dry-cleaning Association, Drycleaning Institute of Australia and
VDMA Garment and Leather Technology.
A total of 150 exhibitors from Belgium, China, Czech Republic,
Germany, Hong Kong, Italy, Japan, Macau, The Netherlands, Portugal,
Russia, Spain, Switzerland, Thailand, Turkey, Britain and the US
presented their latest innovations in laundry, dry-cleaning, ironing and
dyeing machinery in addition to systems for textile management across
15,000 square metres of exhibition space.
The 2013 show’s exhibitors presented some of the most
sophisticated and high-tech products as well as solutions currently
or soon to be available on the market. Items ranging from automatic
folding machinery and washers to machines capable of pressing and
dry cleaning garments in just a few seconds were all on display. For
exhibitors, the three-day event was an opportunity to meet decisionmaking authorities, learn about new solutions from competitors as
well as close deals on-site; all of which were achieved by a number of
participating brands.
Visitors were equally pleased with their attendance, as Texcare Asia
2013 offered them the chance to compare both local and overseas
exhibitors. In addition to China, a number of buyers at the show
came from neighbouring areas such as Hong Kong, India, Japan and
Singapore.
Texcare Asia’s next edition is scheduled to take place in autumn
2015. The show is a sister event of Texcare International. Every four
years Texcare International — the world market for modern textile care
provides an international venue for the textile care sector in Frankfurt.
The next edition of Texcare International will be held on June 11 – 15,
2016, in Frankfurt am Main. The brand, in addition to being represented
in Asia, is also present in Russia.
The third edition of Texcare Forum Russia will take place in Moscow
in October 2014.
w w w. a s i a n h o t e l a n d c a t e r i n g t i m e s . c o m
42
A
HCT January 2014
I
asian hotel
In his 37 years with
the group, JW Marriott
Hanoi GM Bob
Fabiano has seen it all
and achieved pretty
much everything. So
what keeps him so
motivated? Profile by
Daniel Creffield
& Catering Times
Published since 1976
Encompassing:
You can
subscribe
online at our
website
www.
thomsonpress.
com.hk
Hotels
Restaurants
Catering operations
Equipment
Technology
Human Resources
Investment
General Managers
Restaurant Owners and Operators
F&B Managers
Executive Chefs
Purchasing Managers
Human Resource Managers
IT and EDP Professionals
Executive Housekeepers
Marketing Managers
Developers and Investors
Asia Pacific’s Premier
Hospitality Publication!
Subscribe Today!
Asian Hotel & Catering Times
(AHCT) has been serving the
Asian-Pacific region as a familiar
and trusted industry publication
for three decades, and is widely
acknowledged to be the only
magazine that covers all aspects
of the hospitality industry.
Subscription Form
Hong Kong
HK$450 (12 issues)
Overseas
US$108 (12 issues)
Macau
HK$500 (12 issues)
HK$810 (24 issues)
Overseas
US$200 (24 issues)
Macau
HK$950 (24 issues)
Name: (Mr./Ms.)
Title:
Company:
Address:
Country:
Tel:
Fax:
Email:
I enclose a cheque/ bank draft for (HK/US) $, payable to Thomson Press (HK) Ltd.
Please debit my AE
VISA
MASTER
Card account for $
Card No:
Signature:
Industry:
Expiry Date:
Hotel
Date:
Catering
New subscriber
Manufacturing
Suppliers
Renewal
Others
Marriott man
Bob Fabiano welcomes his first guest on October 17, 2013
Essential reading for:
n t e r v i e w
B
ob Fabiano is a people guy. It
radiates from his easy smile and his
comfortable affability. Colleagues,
guests, the media – everyone
receives the same warmth and sincerity.
Evidence of this is in the way he once
left the group to work on his own business
– a toasted sandwich chain – only to return
because he missed the buzz of the hotel
industry.
“It was the Ritz-Carlton of Subways,”
the youthful Fabiano jokes. “I had a
business plan for 10 years. But I only had
12 staff, could only spend two minutes
with each customer at a time … it just
didn’t work for me. There was a lack of
camaraderie. So after about six months I just
came back.”
He says he loves the international vibe of
working for a global hospitality chain, and
the entrepreneurial spirit that it engenders. It
enables you to think big, he believes.
“You can have more staff and do a lot
of extra things that impact the customers a
lot more.”
He has similarly ambitious plans for
his latest charge, the first branded Marriott
property in Vietnam. Fabiano is determined
to make the JW Marriott Hanoi the number
one choice for luxury five-star accommodation
in Hanoi and recognised as the preeminent
MICE destination in the city, a preferred
workplace and a model for corporate social
responsibility.
“It’s my baby – so I to want to see it
through and become successful. When I take
on a new challenge I get energised,” he laughs.
If anyone can achieve this, Fabiano can.
The former Marriott resident manager of the
year, GM of the year and global sales GM
of the year has opened five properties in his
own right worldwide as well as assisting in
nine franchise openings in the US on the
corporate side.
He has spent time in the US, Latin
America, the Middle East, China, a short
period in Europe and has now been in
Vietnam for almost two years as pre-opening
GM fresh from six years in China. The
property officially opened last October.
As well as possessing the people skills,
Fabiano also has a firm understanding of
maximising revenues, gained in part, he
believes, from his early days in the industry.
“When I first started it was very much a
manual operation. Hard keys. No computers
on the front desk! You really learned the
business from the nuts and bolts. But it
enabled you to see more clearly where the
numbers really came from, why and how
they came, and how through your actions you
could enhance them. Now you put together
a business plan, come up with a number and
then see how to achieve it!
“Sales is king – if revenues are coming
in you certainly have opportunities to do
more things than if they don’t. I love sales. If
I had my career again I would probably be a
sales guy.”
And in terms of his management
philosophy? Does he change his approach for
each place he has worked in?
“ M y m a n a g e m e n t s t y l e h a s n’t
fundamentally changed since my initial
management position in 1974 at the Newton
Marriott, in Massachusetts,” Fabiano muses.
“I’ve been in five different geographical
locations, and whatever the brand [there are six
brands principally in Asia alone, for example]
– the loyal Marriott customer who travels
globally can get a sense of consistency specific
to each, whether it’s a Marriott, a Renaissance
or a JW. Each has its own strategy – and clients
can easily tell if they are on-strategy – with
nuances depending on the country, of course.
“Regardless of where I am and the various
nationalities of the staff, they have the same
desire – to be treated with respect and dignity.
Marriott’s culture plays to this. Even if you
don’t know the language, body language and
your actions can transcend into a belief that
everyone is treated right.”
Accordingly, one fundamental pillar in his
management philosophy is to put people first.
His visibility throughout the hotel and open
door policy keep him engaged and connected
with staff.
“Take care of the associates and they will
take care of the customers, and the customers
will keep coming back. And be sensitive of
cultural nuances. These are core values I have
when dealing with associates.”
He also believes in sending out a clear-cut
message and vision, and keeping the whole
team on the same page.
“Walk the talk, set the example. The staff
all know me as more than just the boss. I’ve
also had a knack throughout my career of
being able to remember names, not just senior
but also junior people! I’ll often sit and eat
with the housekeeping staff for example – they
appreciate that I’m approachable.”
Fabiano – who now has two sons in the
industry, one with Marriott, one in F&B – says
he is not sure where the next challenge lies.
“Who knows? But I’d like it to be somewhere
I can play golf five days a week!
Mail or Fax to: THOMSON PRESS (HK) LIMITED
Rm 1205 12/F., Hollywood Centre, 233 Hollywood Road, Sheung Wan, Hong Kong.
Tel: (852) 2851 7068/2815 9111 Fax: (852) 2851 1933 E-mail: [email protected] Website: www.thomsonpress.com.hk
AHCT January 2014
45
A
p p o i n t me n t s
Having worked for General Electric,
Amazon and Homestead, Harvard graduate
Peggy Fang Roe moved into the hospitality
industry. She is now Marriott International’s
chief sales and marketing officer for
Asia-Pacific, and will be leading a concerted
effort to market the group’s portfolio in
the region.
Alejandro Helbling has been appointed
general manager of Capella Singapore.
Originally from Argentina, he joins Capella
Singapore from Dorado Beach, a RitzCarlton Reserve in Puerto Rico where he
has served as pre-opening general manager.
He has previously worked in both Asia and
Europe.
Alejandro Helbling
A graduate of both Calcutta and Cornell
universities, and a 20-year veteran of the
hospitality industry, Riaz Mahmood has
taken over the reins at the 656-room Orchard
Hotel Singapore, where he is the new general
manager.
Bernold Olaf Schroeder
Pizza Ovens
Riaz Mahmood
It’s a case of déjà-vue for Manik Sudarsana,
the new director of food and beverage at
Ayana Resort and Spa Bali, as he used to
work at the property when it was under
the Ritz-Carlton umbrella. In the interim,
the Balinese native has worked in Jakarta,
Thailand and the UAE.
Gerd Kotlorz is the new area director of sales
and marketing for Marriott International,
Southeast Asia, and will take full operational
responsibility for the properties in Thailand,
Vietnam and the Philippines. He started his
hotel career in Europe with Maritime Hotels
and has also worked in Egypt.
Gerd Kotlorz
Char Grills
Parillas & Churrascos
Custom Designed
Grills
Manik Sudarsana
Roger Habermacher’s career started in the
kitchen as a chef in his native Switzerland,
before he joined the Hyatt Group, working
in the UAE, Korea, India and Indonesia. He
has now been appointed general manager of
Ayana Resort and Spa Bali.
After earning her diploma in hotel
management from Les Roches, Switzerland,
Ivy Kwan began her career at Shangri-La
International Hotel Management in Malaysia
where she grew from management trainee to
director in eight years. She has now taken over
as vice president of sales and marketing – Asia
Pacific for Kerzner International.
Tandoor Ovens
Ivy Kwan
Roger Habermacher
He’s trilingual (German, Italian and English);
he’s a Guinness World Record holder, having
baked 540 pizzas in 103 minutes; and now
Danilo Sangrigoli is the new manager and
chef of Italian restaurant Brio at Anantara
Bangkok Riverside Resort & Spa. Beat that!
The Pacific Asia Travel Association has
appointed Mario Hardy as chief operations
officer. He has been chairman of the PATA
Foundation since June 2012 and at the
forefront of the foundation’s response to
tropical storm Haiyan in the Philippines since
last November.
Mario Hardy
The Pacific Asia Travel Association has
appointed Bo Wu as regional director for
China. Prior to joining PATA, he served
as executive director of the State of Hawaii
Office in Beijing, and previously spent
10 years in the China National Tourism
Administration.
Mark Meaney
Duck Ovens
Danilo Sangrigoli
Hilton Worldwide has appointed Mark
Meaney as general manager of Conrad
Centennial Singapore. Born in Ireland, he has
held several management positions in Japan,
the US and Ireland in his 17-year hospitality
career. Prior to his new appointment he
worked at Conrad Tokyo.
AHCT January 2014
Custom Designed
Stone Hearth Ovens
Peggy Fang Roe
Pan Pacific Hotels Group has appointed
Bernold Olaf Schroeder as its new chief
executive officer. A German national, he
brings to the group a wealth of executive
management experience within the hospitality
industry. Most recently, he was chief executive
officer of Jin Jiang International Hotel
Management, based in Shanghai.
46
*Ratings do not apply to all ranges
Rotisseries
www.beechovens.com
Bo Wu
Glorious Tradition - Superb Quality
500 years of cattle breeding - from the Hereford,
Aberdeen, Angus to Longhorn and beyond - are evident
in the superb quality of our grass-finished English Beef.
Matured on the bone for tenderness,
Carefully processed to optimize eating quality.
Enjoy the long, beefy flavour!
www.englishbeef.hk

BIG HITTER Golf-mad JW Marriott Hanoi GM Bob Fabiano profiled

Transcription

Similar documents

PENINSULA HOTEL, HONG KONG, 1928

(Microsoft PowerPoint

RADISSON BLU PALACE HOTEL NOORDWIJK AAN ZEE

ac hotels by marriott

Reverse Logistic - [email protected]

expose - Mallorca Immobilien 24

Hotel Le toiny - Fabulous Homes International

nirula`s hotel,noida(1988)

PDF - Hotel Molika Bitola

China 2006 July 7 - 18 Beijing, Xi`an, Shanghai and Hong Kong