BIG HITTER singapore s$15 Golf-mad JW Marriott Hanoi ... · “Dilmah is supplying major five-star hotel groups. For example, we are supplying tea to 185 Marriott hotels in China.”

Published since 1976 Vol 39 January 2014

hong Kong sAR hK$50 china RMb50singapore s$15 Malaysia RM30Thailand bt300Rest of Asia us$10

BIG HITTERGolf-mad JW Marriott Hanoi GM Bob Fabiano profiled

LIFE AND SOUL OF THE PARTYVodka's relentless Asian rise

A FINE LINEThe art and science

of upselling

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Welcome 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

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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, Orient-Express 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.“

EDITORDaniel Creffield

DESIGN BYKoon Ming Tang

CONTRIBUTORSDon GasperZara HornerRebecca LoRobin Lynam

Michael Taylor

ASSOCIATE PUBLISHERSharon Knowler

[email protected]

CIRCULATION ExECUTIvEBecky Chau

[email protected]

CHAIRmANJS Uberoi

DIRECTORGaurav Kumar

endoRseMenTs

A r e m i n d e r t h a t w e h a v e 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!

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AHCT January 2014 3

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MANAGEMENT10 Upselling – it’s not just a short-term strategy

MARKET REPORT12 Mixed blessings in Thailand

NEWS INDUSTRY6 Resort observatory; a new moon in Hong Kong; why t-bars are growing bigger

PRODUCT36 A designer trunk; superior linen; a new app to shortlist potential employees

CULINARY38 Eco-friendly abalone; a very regal wine label; are chillies the flavour of 2014?

February• Management contracts• Indonesia report• In-room technology• Bathroom design• Chocolate• Gin• Beds and bedding• Combi ovens

CONTENTSVo lume 39 January 2014

TECHNOLOGY16 Using PMS to maximise earnings

DESIGN18 The Indian influence

FOOD22 Lamb running wild in Asia

22

DRINK26 Asia and vodka: a toast to the region’s new favourite tipple

EQUIPMENT30 The fabric of life

NowoniPadAvailable on App store

Advertisers’ IndexAlpha International 21Beech Ovens IBCEBLEX OBCGlobal Search International 9Gulfood 25Hatton Jones Co Ltd 31Hotelex 29Lamb Weston IFCPevonia 14 & 15Rivolta Carmignan 33Zieher 23

34 Carpets – the unsung heroes

INTERVIEW45 Veteran hotelier Bob Fabiano

EVENTS AND EXHIBITIONS40 Events calendar41 Gulfood previewed42 Texcare reviewed

46 APPOINTMENTS Who’s moving where

JWMarriottHanoiGMBobFabiano

26

march• Education• China• CRS• Renovation projects• Bakery• Tea and coffee• Tabletops• Pizza ovens

love me tender

4 AHCT January 2014 AHCT January 2014 5


i n d u s t r y n E w s

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AHCT January 2014 7

t-bars take on the worldSri-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 five-star 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

Club Zuma hits HKZuma, 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.

Marco Polo travels widerMarco Polo Hotels will almost double its portfolio in the next five years as it continues its expansion plans in the Asia-Pacific 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.

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

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

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

Making a mint 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.

Hong Kong winsAt 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.

The best of AsiaFollowing 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.

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8 AHCT January 2014


AHCT January 2014 9

Seeing five-starsGuests 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

Marriott opens in HanoiMarriott 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.

Sichuan SurpriseIn 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.

A new home for Lawry’sLawry’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.

Moon risingMira 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

Comfort eatingCelebrity 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.

Amoy boutiqueAMOY 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.

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.

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.

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

Dusit launches new brandroom 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.


Money 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 realismAt 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

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 approachThe 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

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

Upselling is more than a short-term revenue opportunity, writes Jane Ram

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.”

Maximising potential

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 latterSven Gevers, Orient-Express Hotels

RolandJegge,Worldhotels–acommonmistakethefrontofficestaffcanmakewhenimplementinganupsellprogrammeistoestablishhigherrevenuesastheultimategoal.That’swhenaguest’sexperienceisalmostalwaysdiminished

MiraHongKonggeneralmanagerGerhardAicher–managersandsupervisorsconductrole-playsessionswithstafftomaketheupsellingmorenatural

M a n a g E M E n t

10 AHCT January 2014

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MetropolitanBangkokbyCOMOlobby–thepropertyhasbeenunaffectedbythepoliticalsituation

GabrielaHenrichwark,COMOHotelsandResorts–businesscontinuesasusual

TheTongsaiBay’sgeneralmanagerLeisaKenny-ProtsatbelievesthatmostseasonedtravellerstothecountryunderstandthatotherprovincesarerelativelyorcompletelyunaffectedbywhathappensinBangkok

JosephineLim,thePreferredHotelGroup–upwardtrendexpectedtocontinueyear-on-year

M a r k E t r E p o r t


M a r k E t r E p o r t


The 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

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 trackFollowing 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

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

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.

Nationwide ImpactAccording 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

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.”

28 million visitorsAccording to data released by the Thai Hotels Association, approximately 4,000

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.

“The company’s s t rong g loba l marketing initiatives such as the China Ready Programme, which will make the t rave l p lanning process more streamlined, personalised, and inviting for Chinese travellers; the iPrefer guest loyalty programme, and the Preferred Family programme, which promotes multi-generational 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.

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“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

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 opportunitiesMany 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

Donald Gasper asks how hospitality groups can maximise potential

earnings from guests and their data through property

management systems

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

Exponential investment

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 experienceBernard 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

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?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.”

JeffEdwardsbelievesthattechnologicaladvancesaredramaticallyreshapingthehotelindustrylandscape

HarbansSingh–centralisingdatainamulti-hotelenvironmentisbecomingmoreimportant

MichaelSchubach–PMSreservationsandguesthistorycanprovideafoundationforevaluatingtheexperiencesofhotelguests

UbiQGlobalSolutions’newapplicationframeworkleveragesPMSinformation

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Even 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

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.

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 LoPhotography courtesy Wilson Associates

JWMarriottNewDelhi

AttheJWMarriottNewDelhiAerocityWilson’sguidingdesignprinciplereferencedtheancientIndianbeliefsystemofthesevenchakras

WilsonexecutivedesigndirectorJoanneYong

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Art as inspirationYet 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.”

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.”

WilsondesigndirectorSusanIssac

Wilson’sITCGrandCholaincludeselementssuchastieredCholaarchesutilisedinguestroomcorridorsandbathrooms.

SlatedtoopeninMarch2014withdesignledbyLeonardLeeoutofWilson’sSingaporeoffice,Shangri-LaBangalorewillofferanotherculturallyspecificdesign

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 guestsJoanne Yong, Wilson

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“In 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

While lamb is not as traditionally popular as other meats in Asia, interest is definitely on the rise, reports Daniel Creffield

Taste and health“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.love me tender

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.”

Britishlamb(Picture:EBLEX)

HongKongchefandrestaurateurHarlanGoldsteinservesslow-cookedColoradolambribatGoldByHarlanGoldstein.HesaysColoradolambisbest,butalsousesAustralian,NewZealandandFrenchvarietiesinhisrestaurants.LambisbecomingverypopularinAsia,heinsists

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44918_gulfood_2014_adverts_for_asian_hotel_and_catering_times.pdf 1 12/17/13 4:37 PM

“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 menuMartin 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

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.”

HazelnutcrustedrackofUSlamb(Picture:U.S.MeatExportFederation)

Roastedmilk-fedAveyronlambwithgratinatedpotatoesandprovencalevegetables(Picture:Gaddi’s,ThePeninsulaHongKong)

ForKowloonShangri-LaHongKong’sShangPalaceChineserestaurantexecutivechefMokKit-keung’ssignatureroastedrackoflambwithredwinesauce,hecombinesChineseandWesterncookingmethods.HefirstmarinatesthemeatwithChinesecondimentsincludingdarksoy,lightsoy,Chinesewine,pepper,garlicandshallotsbeforeinitiallycookingitinthewok.Hethenovenbakesitforafewminutesbeforereturningittothewokandcontinuecookingwithitsmarinade

L’AltroHongKongchefAntimoMariaMerone

DiningConcepts’corporatechefTaranChadha–alambfan

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“Gin 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

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 Asia-Pacific 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.

In the mixThere 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 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.

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Vodka continues to establish itself as Asia’s favourite white spirit, writes Robin Lynam

VodkasalesarestillhealthysaysDiageo,whichownstheSmirnoff,KetelOneandCirocbrands

TheAbsolutOriginalityrangewaslaunchedinHongKonginNovember2013

Stolichnaya’sIndulgentrangeflavours–chocolatrazberi,saltedkaramelandchocolatkokonut–havebeenintroducedinseveralAsianmarketsandintheAsiantravelretailchannel

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‘Skyy-high’ sex appealSex 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.”

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,

“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

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 s treak of cobal t 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.”

TherehasbeenrenewedinterestinpremiumbrandssuchasBelvedere

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The 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

but they demand excellent quality, reliable service and flexibility of design, colour and style.”

Making it happenJackie 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 technicalLatest 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.

“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.”

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.

The luxury bed is an integral part of a full-service hotel room. Zara Horner discovers investment is not in the textiles alone

Material benefits

HighqualitylinenfromWinitex

BurntOringehasjustsuppliedlinenstoGakutoVillas,acontemporaryWesterndevelopmentinHakuba,inoneofthemostpopularskidestinationsinJapan

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“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

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.

Fabric of lifeToby 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.

Ritz-CarltonHongKong–durabilityandeaseoflaunderingarebothimportantconsiderationsintermsoftimeandcosts

LargemarbletableclothfromChiramStrategicGroup–goodqualitylinenprovidesasenseofluxurytheguestcanactuallyfeel,saysCareyChanofthecompany

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www.asianhotelandcateringtimes.com www.asianhotelandcateringtimes.comwww.asianhotelandcateringtimes.com

From 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

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 freshAt 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.

“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

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

Let the good times roll

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.”

Invista’snewStainwardcarpetisdesignedtomeetthespecificneedsofChinesecustomerslookingforhigh-performingcarpetsolutionsatamoreaffordablepricepoint

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Superior linenWinitex is the linen supplier of choice to hotels and restaurants in over 60 countries. Established in 1973 as a Japanese/German/Malaysian joint-venture, 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,

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

Hobart No. 1Germany 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.

Formoreinformation:www.hobart-export.com

Mercury award for MeikoThe 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.

Formoreinformation:www.meiko.info

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.

Blending inSantos 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.

Formoreinformation:www.santos.fr

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.

Tell me about yourselfhospitality 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.

Formoreinformation:www.compactinterview.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.

Formoreinformation:www.winitex.com.my

Pack your bespoke trunk

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 one-star increase can lead to an increase in revenue of between 5% and 9%.

Formoreinformation:www.reviewpro.com

Reviewing for profit

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.

Formoreinformation:www.miele.hk

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Absolutly stunningAbsolut 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.

Formoreinformation:www.absolut.com/absolutoriginality

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.

Formoreinformation:www.australianwildabalone.com.au

A right royal labelMercury 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.

Formoreinformation:www.cayxcn.com

Il bel salumiSalumi – 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 centuries-old traditions and comply with strict production rules in specific geographic areas.

Formoreinformation:www.salumi-italiani.it/en

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.

A cognac celebrationMartell 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-de-vie 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.

Vive la Grand MarnierGrand 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.

Formoreinformation:en.grand-marnier.com

Chillies ruleUS-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.

Formoreinformation:www.McCormickForChefs.com

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.

Formoreinformation:www.martell.com

The best of Israel

Formoreinformation:www.teperberg1870.co.il

Eco-friendly abalone

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DATE EvENT DETAILS ORGANISER

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.

Established and internationally recognised Filipino designers and manufacturers team with exciting new talent to show what the Filipino design community is all about.

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.

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.

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.

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.

World of FoodService is an international trade exhibition for the food service, catering and hospitality industry in Asia.

THAIFEX World of Food Asia is an international trade exhibition for the food and beverage, food technology and retail and franchise industry in Asia.

HOSFAIR Guangzhou is a platform for Chinese and foreign hotel suppliers, manufacturers and agents.

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.

BHN and Horwath HTLTel: +1 714 540 [email protected]

Global-Link Exhibitions Specialist Tel: +632 750 [email protected]/pifs

Dubai World Trade Centre2nd Zaabel Road, Dubai, UAETel: +971 4 308 [email protected]

Shanghai UBM Sinoexpo International Exhibition Co. Ltd 8/F, Xian Dai Mansion, 218 Xiang Yang Road(S), Shanghai 200031, ChinaAlex Ni Tel: +86 21 3339 2242Fax: +86 21 6115 [email protected] www.hotelex.cn

Singapore Exhibition Services Pte LtdTel: +65 6233 6651Fax: +65 6233 [email protected]

Comexposium Shanghai20/F, No 118 Qinghai Road, 200041 Shanghai, ChinaTel: +86 21 6217 0505Fax: +86 21 6218 1650www.sialchina.com

Koelnmesse Pte LtdTel: +65 6500 [email protected]

Koelnmesse Pte LtdTel: +65 6500 [email protected]

Guangzhou Huazhan Exhibition Co., Ltd.9H, Jinsui Tower, No.900 Guangzhou Ave MidGuangzhou, 510620, China Tel: +86 20 3891 0875 / 3886 6965 Fax: +86 20 2222 [email protected]

Snap Events LtdTel: +44 7787 404 [email protected]

Jan 14 – 15 HIFI Hotel Investment Forum India (HIFI) Leela Kempinski Gurgaon Gurgaon Delhi (N.C.R.) India

Feb 23 – 27 Gulfood 2014 Dubai World Trade Centre United Arab Emirates

Mar 14 – 17 The Philippines International Furniture Show (PIFS) SMX Convention Center, Manila, Philippines

Mar 31 – Apr 3 HOTELEX Shanghai 2014 Shanghai New International Expo Centre, Shanghai, China

Apr 8 – 11 Food&HotelAsia2014 Singapore Expo 1 Expo Dr Singapore 486150

May 13 – 15 SIAL China 2014 Hall N1-N5, E5-E7 Shanghai New International Expo Centre Shanghai, China

May 21 – 25 World of FoodService 2014 IMPACT Exhibition and Convention Center, Bangkok, Thailand

May 21 - 25 THAIFEX – World of Food Asia 2014 IMPACT Exhibition and Convention Center, Bangkok, Thailand

Jun 26 - 28 The 12th Guangzhou International Hospitality Equipment & Supplies Fair China Import and Export Fair Area A, Guangzhou, China

Oct 8 - 11 To The Table Asia 2014 Royal Orchid Sheraton Bangkok Thailand

Gulfood 2014 set to be the biggest ever

COMING NEXTGulfood 2014Dubai World Trade CentreUAEFeb 23 – 27www.gulfood.com

With 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.

E v E n t s


E x h i b i t i o n s

AHCTJanuary 2014 41


Texcare Asia 2013 makes it a clean sweep

COMING NEXTTexcare Asia 2015China International Exhibition CentreBeijingNov 19 – 21, 2015(to be confirmed)

The 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 decision-making 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.

times website!

New lookAsian Hotel & catering

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E x h i b i t i o n s

AHCT January 201442


Bob 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?

“ My 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

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

Marriott manbrands 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!

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Essential reading for: 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

i n t E r v i E w


BobFabianowelcomeshisfirstguestonOctober17,2013


BernoldOlafSchroeder

GerdKotlorz ManikSudarsana

RiazMahmood

AlejandroHelbling

DaniloSangrigoli

BoWu

RogerHabermacherIvyKwan

MarioHardy

MarkMeaney

PeggyFangRoe

Alejandro Helbling has been appointed general manager of Capella Singapore. Originally from Argentina, he joins Capella Singapore from Dorado Beach, a Ritz-Carlton Reserve in Puerto Rico where he has served as pre-opening general manager. He has previously worked in both Asia and Europe.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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 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.

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AHCT January 201446

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BIG HITTER singapore s$15 Golf-mad JW Marriott Hanoi ... · “Dilmah is supplying major five-star hotel groups. For example, we are supplying tea to 185 Marriott hotels in China.”