ahct jan 2011 web

asian hotel& Catering times

Published since 1976 Vol 36 January 2011

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

2025 VISIONGuest room of the future

FRIEND OR FOE?Social media strategies

THAILAND RETURNSTourist numbers defy forecasts

Mischa Moselle

AsiAn Hotel & CAtering times is publisHed montHly by tHomson press Hong Kong ltd (tpHK)

The opinions expressed in Asian Hotel & Catering Times do not necessarily represent the views of the publisher or the publication. Whilst every effort has been made to ensure the accuracy of information contained in this publication, no responsibility can be accepted by the publisher, editors and staff, agents and contributors for omissions, typographical or printers errors, inaccuracies or changes howsoever caused. The editors reserve the right to edit any material submitted at their discretion. All materials published remain the property of TPHK. Reproduction without permission by any means is strictly prohibited. Correspondence should be addressed to The Editor, Asian Hotel & Catering Times, Room 1205-6, 12/F, Hollywood Centre, 233 Hollywood Road, Sheung Wan, Hong Kong. Tel: (852) 2815 9111 Fax: (852) 2851 1933. Fantasy Print, Unit B 8/F, Tin Fung Industial Mansion, 63 Wong Chuk Hang Road, Hong Kong

All rights reserved (c) 2011Thomson Press Hong Kong Ltd

Welcome to a hospitable issue of your favourite hospitality read!

The last decade has certainly been a rollercoaster ride for the Asian hotel industry. The world pulled out of the end of the tech bubble to be hit by the meaningless tragedy of 9/11 – the fanatical Islamist attacks on the United States that have advanced no cause but whose repercussions are still being felt.

Advance to 2003 when a mystery ailment caught in Vietnam spread around the world as SARS, accompanied by an irrational panic

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HONG KONGThomson Press Hong Kong Limited/Media Transasia LimitedRoom 1205-6, 12/F, Hollywood Centre,233 Hollywood Road, Sheung Wan, Hong KongTel: +(852) 2851 7068, 2815 9111 Fax: +(852) 2851 1933, 2581 9531Email: [email protected]: Mr Mischa Moselle

AUSTRALIAMass Media PublicitasLevel 9, 215-217 Clarence Street Sydney NSW 2000 Australia Tel: + 61 2 9252 3476 Fax: +61 2 9251 3726 Email: [email protected]: Mr Charlton D’Silva

INDIAMedia Transasia (India) Ltd323 Phase IV, Udyog Vihar, Gurgaon - 122016 (Haryana)Tel: +91 (0) 124 4759500 Fax: +91 (0) 11 26867641Email: [email protected]: Mr Xavier Collaco

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UNITED KINGDOMThe Powers Turner GroupGordon House, Greencoat PlaceLondon SW1P 1PH, United KingdomTel: +44 (0) 20 7592 8300 Fax: +44 (0) 20 7592 8301Contact: Mr Chris Morgan

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Cutting Edge Media Pvt Ltd5th, Floor Mani MahalMathew Road, Opera HouseMumbai-400004, IndiaTel:+91-9821874547Email: [email protected]: Ms Nikki Maloo

ITALYEdiconsult Internazionale s.r.l.Piazza Fontane Marose, 3-16123 GenovaTel: +39 010 583684 Fax: +39 010 566578Email: [email protected]: Mr Vittorio Negrone

JAPANEcho Japan CorporationGrande Maison Rm 303, 2-2 Kudan-kita 1-chome, Chiyoda-ku, Tokyo 102-0073Tel: +81 3 3234 2064 Fax: +81 3 3263 5065Email: [email protected]: Mr Ted Asoshina

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that slowed business to a trickle.However, there soon came a run of golden

years for many with a rush to develop new markets and add sophistication to existing ones. More than one hotelier has told AHCT that the exuberance of 2007 will never be seen again.

The high has seemingly inevitably been followed by the low of the Great Financial Crisis of 2008 and recessions or snail-like growth rates still being felt in the traditional markets of Europe and North America that used to fuel Asian growth. One can only

MANAgINg EDITORMischa Moselle

[email protected]

DESIgN byKoon Ming Tang

[email protected]

CONTRIbUTORSEric Baker

Helen DalleyZara Horner

Saul SymondsRuth Williams

ASSOCIATE PUbLISHERSharon Knowler

[email protected]

ADVERTISINg SALES MANAgERClaire Sancelot

[email protected]

CIRCULATION ExECUTIVEBecky Chau

[email protected]

CHAIRMANJS Uberoi

DIRECTORGaurav Kumar

endoRseMenTs

admire the positive response of the hoteliers of Asia who have refined their products and sought out new markets where old ones have dwindled.

While there can be no guarantee against further derailments, the industry looks on track for further success built on a solid platform of past achievement.

E d i t o r ’ s M E s s a g E

January 2011 AHCT 3

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Get inside the mind of your customer, andyou’llfindthewaytotheirheart.

Ordered Chardonnay last visit.Serve two complimentary glasses.

Returning for one-year anniversary. Offer private dining on first night.

Requested red roses upon check-in.Decorate table with red rose.

Agilysys solutions include:

AGI 13557 HM_bleed_size_216x303.indd 1 12/1/2009 11:29:39 PM

22

FOOD34 Lamb classics and innovations

DRINK38 How to choose from a

bewildering array of vodkas

EQUIPMENT44 Trends in luxury linen

48 Who should manage carpet installation – the property or the fitter?

TECHNOLOgy22 Give guests more access to

information in your PMS

DESIgN26 What will guestrooms look like in

2025?

NEWS CULINARy30 Michelin Hong Kong and Macau;

Ducasse launches cookpot

INDUSTRy6 Awards; Peninsula anniversary; India

outlook; Visit Chernobyl

PRODUCT42 Lighting; Tableware; Olive oil; Cognac

MANAgEMENT14 Staying in control of your online

message in the social media era

MARKET REPORT18 Thailand: Mixed message from 2010

performance

cover photography courtesy of six senses con dao

44Between the sheets

26

Hello, room service?

EVENTS AND ExHIbITIONS50 Events calendar

52 Equip’Hôtel reviewed

54 Gulfood previewed

55 Hotel Show Macau reviewed

APPOINTMENTS57 See who is moving where

Guest room of the future

4 AHCT January 2011 January 2011 AHCT 5

Up and Coming... February• Management contracts• Market Report: Indonesia• In-room technology• Bathroom design• Chocolate• Spirits market• Beds and Bedding; Uniforms

March• Education• Market Report: China 1st tier city • CRS• Renovation project• Bakery• Tea & Coffee• Glassware; Pizza ovens

CONTENTSV o l u m e 3 6 J a n u a r y 2 0 1 1

Agilysys IFC Alpha International 57 Boncafe 32 & 33 FHM 47 Global Chef 11 Global Search International 7 Gulfood 25 Hofex 56 Hotelex 29 India Hotel Expansion 37 International Furniture Fair 21 Miwa IBC Moët Hennessy Diageo HK Ltd 41 Moët Hennessy Diageo HK Ltd OBC Pevonia 12 & 13 Thaifex 17 Zieher 45

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January 2011 AHCT 7

IN BRIEF

Hilton’s ski resort at Niseko Village

Bhoput Beach destination

Underneath the arches


8 AHCT January 2011


January 2011 AHCT 9

Shangri-La is expanding its India portfolio

Jewel in the crown – the Leela Palace Kempinski New Delhi

King-sized luxury at the Hyatt Regency Pune

By Victoria Burrows

Kpni Duniya hosts Elise Estrada, singer of classics such as Insatiable and You’re So Hollywood

Kids activities at Karma Kandara on Bali

The Anantara Bangkok Sathorn signing ceremony

St. Regis is coming to Bangkok (Artist’s impression)

Six Senses Con Dao

View from the 81-keys Shangri-La Hotel, Paris

Matthan in Bangalore

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Cons

umer Trend News • G

reen Seal of Approval

•

As AHCT was putting this issue to bed, Time magazine announced that its 2010 Person of the Year is Facebook founder and CEO Mark Zuckerberg (for connecting more than half a billion people and mapping the social

relations among them; for creating a new system of exchanging information; and for changing how we all live our lives).

Social media can be loosely defined as any published media that users or readers can add their own content to and share – whether that is adding comments, photos, or simply ‘liking’. It’s gone way beyond just poking primary school pals on Facebook, to become a mainstream communication tool. Some say it is changing the way we do business.

Not everyone agrees that social media is having such a radical affect on marketing. In a recent online webinar Mike Volpe, Vice President of Marketing at HubSpot – a company that specialises in inbound marketing strategy – argued that the power of social media is “grossly exaggerated”. He says it has potential for more than branding, but rather than being seen as the future of marketing should be seen as “just one of the gears you need to make up your marketing machine.

“Social media works best as part of a balanced inbound marketing strategy, that is, getting found on the internet by qualified prospects ... whom you then turn into leads and customers,” says Volpe.

Branding toolHighly sociable in person and online, Ainslie Cheung, Director of Public Relations (International), Langham Hotels International feels social media works best as a branding tool.

“What’s important at this stage is to remember we’re marketing luxury hotels and high-end outlets. The point is to hold a conversation and build brand engagement. I think it’s fair to say that with social media, we’re having many, many more conversations and as marketers, we have to weigh up the value of each conversation and taking part,” says Cheung.

He highlights a neat way LHI used social media in Australia. The Langham, Melbourne engaged bloggers for afternoon tea to drive awareness of an afternoon tea promotion. “This resulted in a lot of citywide chatter about the afternoon tea as the bloggers published their reviews and what I would call ‘morsel by morsel’ accounts of their experiences complete with photos.”

Cheung predicts the future battlefield for guests’ hearts and minds will be in the mobile arena. “It’s a sphere of social media interaction in a very personal space,” he believes.

Tweets from the edgeIn the last 12 months hotel groups have been trying new initiatives in the world of social media. Everyone may not agree on what works best, or even what doesn’t work, but hotels are online trying to figure it out.

Hotel review site TripAdvisor has been embraced by many hotel

Interacting with guests provides valuable insights into their experiences at your hotel and can turn leads into sales. Ruth Williams reports

Online Etiquette

“we take all comments seriously. i look at them with my team and take action where necessary. sometimes it’s just a different point of view and sometimes it’s not accurate but i would never get into online arguments with guests. you must remain professional and represent the hotel experience. we use social media to interact, to show our professionalism and care for the guest experience as well as being a good opportunity to highlight the resort and experience.”

Social media status report

Hotel chatterAmy Chan, Director of Marketing, Kiwi Collection, the luxury hotel review website, is a social media enthusiast. She says there are many hotel brands and individual hotels that have done an effective job of using social media to communicate.

“For example, Simon Cooper, President and Manager Director, Asia Pacific Marriott International (also former CEO of Ritz Carlton), participates personally in the Twitter dialogue, from live tweeting from the exotic destinations he’s visiting to appearing in Luxury Chat – a live interactive chat on Twitter discussing luxury brands,” Chan says adding, “Boutique hotel, Opus, is another example of a hotel using social media effectively. From special deals, pictures of who’s who at the latest Opus hosted event, to shout-outs to loyal fans, Opus clearly has someone who is dedicated to keeping the dialogue going with the community.”

An enthusiastic blogger with her own fans and followers, Chan says senior executives who did not grow up with the internet are always asking what the return on investment is.

She argues that if you are looking for an immediate ROI, social media is not going to meet your expectations. “The reality is, social media is not going to be a main source of lead generation and immediate sales. It is a branding tool, it’s a way to connect and interact with individuals who have the power to be a collective voice,” she says.

groups, and hotels often engage with reviewers by either addressing queries or thanking guests who make positive comments.

In what it calls a “commitment to transparency” Accor has started posting recent customer opinions about its properties on its own brands’ websites. To support and expand the process, emails are sent to Accor guests one week after their stay to encourage them to provide feedback. Opinions and comments appear on the rating form for each hotel that is posted on both accorhotels.com and the TripAdvisor website.

Gaynor Reid, Media Relations Manager Accor said this makes Accor brand hotels more accountable for what is being said online. “It has had an impact on how hotels operate because each GM must now be responsible for overseeing comment on the site and for responding in a timely manner. Often what guests say online leads to changes and improvements at the hotel level and in essence the internet has become our global guest comment book.”

Scot Toon General Manager Paresa Phuket regularly answers questions and responds to comments about his property on Tripadvisor.“A few guests have commented that they like that I am very active and available in social media sites,” Toon says. “This has gained us some bookings and Tripadvisor produces revenue for us from referrals to our website and booking system. We use Tripadvisor to help us manage the guest experience.”

Paresa Phuket also started using Facebook and Twitter in 2010 and Toon says the resort’s Facebook page is now one of its top five

Scot Toon, General Manager, Paresa Phuket

M a n a g E M E n t

14 AHCT January 2011

M a n a g E M E n t

January 2011 AHCT 15

websites referring traffic to the resort’s own website. “I receive regular questions and enquiries from potential guests and guests after stays through it. Twitter is different and I have not seen a two-way communication result.”

Almost all Kempinski Hotels’ 63 properties worldwide are using social media to communicate with clients and the general public says Serina Wang, Public Relations Manager, Kempinski Hotel Beijing Lufthansa Center. Wang notes there are challenges using social media in different languages and countries. For example, in China there are government restrictions on Facebook, but the hotel is active on Chinese language social media, micro-blogs and video sharing sites mainly for brand communication.

Changing communicationsIn Singapore, Angela Ng Marketing Communications at Royal Plaza on Scotts says social media is changing the way the Royal Plaza Singapore communicates with guests and the social media team has a long-term goal of engaging the global audience.

“Our main approach to social media is to focus on keeping audiences interested in both the hotel and Singapore as a travel destination. For example, we shared real-time images of how a flood in Orchard Road had subsided and this eased the minds for some of the guests who were visiting soon. Information on events happening

in Singapore and around the location of the hotel, such as sales in the surrounding malls along Orchard Road or major conventions in town are also disseminated.”

Active on Facebook, Twitter and Youtube, Royal Plaza makes use of the various platforms’ online tools that keep track of the chatter.

Starwood has always been an enthusiastic user of social media, and its boutique brand Aloft is leading the way. When Aloft is not breaking new groups via it’s Facebook page it is experimenting with new ‘fast-trending’ app Foursquare, a mobile app and website that allows users to ‘check-in’ online at different venues, then broadcast their location with friends on sites like Twitter and Facebook, and access insider tips on the places they visit.

On Foursquare’s site, Aloft’s tips page will feature smart, branded tips on destinations, alongside exclusive promotions at Aloft’s wxyz bars in the United States.

“Aloft guests keep telling us how much they appreciate the chance to engage with the brand online, and a presence on Foursquare is another terrific way to connect with them,” says Brian McGuinness, Senior Vice President of Specialty Select Brands for Starwood. “Since Aloft guests always want to know what’s happening before everyone else does, Foursquare is a perfect vehicle to share the inside track on a property, our bars, or a destination.”

Social Media To Do List• Monitor what’s being shared about you • Find where your audience hangs out • Promote your own content and other content • Produce content your audience will love

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The images were replayed repeatedly on television: smoke billowing from huge tyre piles in the road, malls and office towers ransacked and 91 dead in Bangkok by May after two months of protests were put down by

government anti-riot squads.Some 47 countries warned their citizens against travel to

Thailand at that time. Several hotels near the central business district of Bangkok where the protests were taking place simply shut down for up to seven weeks. Yet Thailand recorded a 12.6 percent increase in tourist arrivals year-on-year during the first 11 months of 2010. The northern city of Chiang Mai was recently named one of the world’s best cities in 2010 by Travel+Leisure magazine. So how did Thailand ice its black eye?

Veterans in the industry all say it is the strength of the product. “Unlike some of our neighbouring countries, you can always

find beaches with nice, mild weather,” says Lutzi Matzig, CEO of Asian Trails tour company.

Mark Thomson, Assistant Director of Public Relations for Anantara, says a combination of love of the food, the people and accommodations at decent prices drove tourists back.

“And people who have been to Thailand in the past know that

protests or events in Bangkok don’t affect the rest of Thailand,” he says.

“You could have visited 99.9 percent of the country during that period and never have known that anything was going on,” says Scott Coates, the co-founder of Smiling Albino, a Southeast Asia custom travel company.

Indeed, the kingdom has been lucky because no tourists have been targeted or killed during a myriad of uprisings the past few decades, adds Coates.

“Thailand’s been incredibly resilient when you consider the SARS outbreak, bird flu, natural disasters, and especially the People’s Alliance for Democracy’s takeover of Suvarnabhumi Airport in 2008. The Tourism Authority of Thailand has been good at dealing with problems quickly,” he says.

The government lifted the emergency security decree over Bangkok and a few other provinces as this issue went to press, which should dovetail nicely with the peak of high season. The Ministry of Tourism and Sports estimates international tourist arrivals for the year to November rose to 14 million, and predicts 15.7 million visitors by year-end, earning the country an estimated US$19.3 billion in revenues.

Bangkok dropsHowever, Bangkok is the only key city in Asia Pacific reporting year-to-date RevPAR declines, according to consultancy STR Global. The city recorded double-digit RevPAR growth in January and February, only for the protests to send hotel performance plummeting 47.6 percent and 35.1 percent in May and June respectively. Bangkok’s RevPAR dropped 6.8 percent to Bht 1,527 (US$51).

Here is the average occupancy for Bangkok hotels for seven months of 2010: April - 43.3 percent, May - 26.2 percent, June - 34.9 percent, July - 51.8 percent, August - 51.4 percent, September - 53.7 percent, October - 54.4 percent.

Yet Phuket fared quite well, recording the fifth strongest RevPAR growth in Asia Pacific, up 21.3 percent for the year to August. More direct flights from Europe and Australia resulted in an occupancy jump from 17.8 percent to 63 percent, allowing hoteliers to increase average room rates three percent, reported STR Global. Phuket’s Average Daily Rate was Bht 4,012 (US$133) and its RevPAR was Bht 2,529 (US$84).

And Koh Samui was soaking it up as Bangkok hotels were melting. The island’s accommodations reported RevPAR growth of 24 percent in the first six months of 2010 driven by a 13 percent increase in room rates.

Bangkok has taken a knock from political instability but the rest of Thailand’s hospitality industry has performed well, reports Eric Baker

Recovery in the Land of Smiles“Thailand’s been incredibly resilient” Scott Coates

Anantara is reporting 21 percent RevPAR growth for the year-to-date, but that includes its resort properties outside of Bangkok. Thomson admits its property in the heart of Bangkok just had to wipe the slate clean in the second quarter and pretend it never happened, as that same property is at full capacity in the current high season.

That doesn’t surprise Coates, who acknowledges 5-star hotels in Bangkok should be full for Christmas and the New Year, and a contact at the Four Seasons Bangkok noted that hotel is also filled to the brim. But he adds in talking to a lot of his contacts, several 5-star beach resort chains are facing 30-40 percent occupancy rates after January. Because he sees so many other operators struggling in addition to his own business, Coates is inclined to be sceptical about the government’s arrival numbers.

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




Brazil showing keen growth (16.8 percent).India has become a primary market with arrivals up by 26.3

percent to 690,374, as Thailand has become popular as a wedding and honeymoon destination because these often massive and lengthy affairs can be staged more cheaply in the kingdom. Indian filmmakers are also using Thailand more frequently.

The Middle East has become an important segment for Thai tourism, growing by 21.7 percent to 534,844, with Iran particularly lively as two jumbo jets make daily flights to Bangkok from Tehran, noted Matzig.

These figures bear out a reality for the government’s marketing strategy that many other businesses are well aware of: with many developed Western economies still ailing from the banking crisis, the emerging markets, specifically the BRIC (Brazil, Russia, India

and China) countries, need to play a larger role in Thailand’s tourism.

Even for those who still have the time and wherewithal to take a holiday, the baht’s strength wilted the purchasing power of the euro, pound, and dollar.

The Thai Hotels Association reports the country has 5,056 hotels, but if the market really is saturated, why does construction continue unabated? Centara Hotels & Resorts, Thailand’s largest hotel operator, plans to increases rooms from 7,500 to 10,000 by 2013 in properties it owns, manages or operates as a joint venture. Central Plaza Hotel expects to manage five more hotels in Thailand next year. And the Erawan Group plans to invest Bht 10 billion (US$331 million) to develop and take over mid-priced

and budget hotels in the country, mostly with Accor’s ibis brand, as it feels economy of scale is necessary for that segment to survive.

Many of these large, listed companies simply manage properties at prime locations, says Matzig, but for small individual owners in Thailand, of which there are many, owning a hotel becomes a status symbol.

“It looks good and as long as they break even they are happy,” he says.

“You can always find beaches with

nice, mild weather” Lutzi Matzig

Source marketsArrivals from East Asia grew by 15.1 percent to 7.17 million, with China rising 50 percent but traditional leader Japan slightly declining. The government believes the Japanese are highly sensitive to political violence, so they expect a revival in that market in 2011 with the removal of the emergency decree.

European arrivals were mixed and broke down largely according to which economies were struggling and thriving. The one exception was Russia, which skyrocketed to 86 percent growth in arrivals to 433,283 for the first 10 months, and Pattaya has even developed a Russian neighborhood.

Arrivals from the Americas were not noteworthy except for



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PDAs and Smartphones have become an indispensible part of modern living and, slowly but surely, they are also becoming an indispensible part of hotel living, with an increasing number of properties giving guests access to information stored in the Property Management

System (PMS) via a range of portable device interfaces. There is nothing new in interfaces that allow guests access to

the PMS, as Terence Ronson, Managing Director of Pertlink, a hotel technology consultancy, points out. “We’ve had some of this functionality for a long while on the TV – it’s not new, nor should it be complicated to migrate it to the PDA.”

What is new, however, is the range of functions that the interfaces are now capable of delivering. “Such solutions offer guests more mobility and efficiency,” said Carmen Lam, Hong Kong Managing Director, Micros-Fidelio.

Lam notes that guests could, for example, bypass busy front desk queues or book a table at a restaurant before even arriving at the hotel. Such software also takes away traditional problems such as language barriers as user interfaces can be easily translated into a multiple languages.

“Guest expectations and demands have grown considerably with the availability of new technology,” Sandesh Dessai, Manager, Management Information Systems, Meritus Hotels & Resorts says, “Previously hotel HSIA was the only mode available to guests.”

It’s the little things “‘Convenience’ is a word that comes to mind,” Ronson says of this trend towards mobility. “Access to data about the property and the ability to look up services they offer, and do some interaction with the hotel will definitely be a service enhancer.”

Ronson believes this will also become one of the ways that hotels can distinguish themselves in a competitive marketplace.

Asked about the ways in which PMS systems have been integrated with PDA devices, Ronson said, “Right now, a few of the PMS suppliers have created a form of middleware that a hotel can create a user interface to, and then tunnel through to a limited amount of PMS functions. For example, Micros-Fidelio has software called MyStayManager (MSM)”

As Lam explains, “MyStayManager comprises of a set of web services that interacts with Opera Property Management System, Micros Point-of-Sale and Guest Connection table management system in real-time, in a user-interface that can be built off any iOS platform.” iOS is Apple’s operating system for iPhone, iPod Touch and iPad.

This means that guests can make room, spa or restaurant reservations, check-in, order room service, turn-down service, view their folio, arrange for a wake-up call, and check-out, all from their iPod Touch, iPhone or iPad.

Ronson notes that two most common devices on which MSM is seen are the iPhone and iPod touch, adding “the iPad is rapidly catching up and the Android based Tablet is bringing up the rear. Time will tell about Research In Motion playbook.”

The iRevolution Micros-Fidelio was one of the first PMS vendors to jump on the PDA bandwagon with its Opera Palm module, which ran on any Palm OS device.

“Users today are spoilt for choice and can run a full Opera client on tablet computers, ultra-mobile PCs (UMPC) and iPads, just to name a few,” Lam says.

In November of last year, Agilysys launched a Mobile ResNet application that enabled its Lodging Management System (LMS) PMS to be accessed via any web-enabled Smartphone as well as through an iPad or iPod Touch. Through this application guests can book a hotel room through as well as access food and beverage and a range of other hotel activities.

The Agilysys LMS is designed for hotels that also have gaming operations, and is employed by 17 of the 20 largest casinos in Las Vegas. In Asia’s own Las Vegas in Macau the PMS is being used by the Venetian Macao-Resort-Hotel.

“Increasingly, hotels are looking for technology that speeds delivery of services and gives guests more options,” Tina Stehle, Senior Vice President and General Manager of Agilysys Hospitality Solutions Group, said in a statement to the media on the launch of the application.

“Our new Mobile ResNet application offers maximum flexibility to guests, many of whom are on the move and looking for ways to save time.”

Ronson points to The Upper House, which provides an iPod Touch in each of its 117 guest rooms and suites, as one example of

Portable devices are increasingly being employed by hotels to make

the guest experience smoother, Saul Symonds finds

Access all PMS areas

“I believe we need to put more control and transparency into the hands of the guest” Terence Ronson

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a property that has fully embraced such technology.This iPod Touch offers guests a comprehensive source for all

hotel information, including room service, local area information, weather, news as well as feedback forms.

The Upper House has made further use of the portable devices to bring the guest experience squarely into the 21st century. The hotel uses iPads for guest registration allowing them to check in anywhere in the hotel with the help of a ‘Guest Experience Team’ member.

Sandesh Dessai, Manager – Management Information Systems, Meritus Hotels & Resorts say, that Meritus is currently in the process of integrating iPhones and iPads to its new IPTV solution, which is in turn integrated to its PMS system.

Dessai explains: “With the IPTV solution, we will be pairing the system with iPads to enable users to check their room account, view movies, make in-hotel restaurant reservations, enjoy express check-out, place food and beverage orders for in-room dining, etc.”

Toward the future The possibilities presented by the use of PDAs and Smartphones need not be limited to ordering drinks or express check-out and in the near future might encompass an even greater range of hotel

activities. “I see smartphones and iPads being used as access key to guestrooms, and as remote controls for in-room electronics and appliances,” Dessai says.

“For conference organizers, these devices will be used to coordinate venue and delegate requirements, schedules, and meeting logistics with relevant hotel contacts.”

Lam believes that the possibilities presented by such technology could also be increasingly used for location-based services. For example, “guests are automatically introduced to the ‘Chef Specials’ as they walk past the hotel restaurant, or receive information on limousine services on the day before they check-out. For conference organizers, conference schedules and last minutes changes can be easily sent to attendees. Use of location-based

services also can help conference participants identify each other even if they have never met.”

“I believe we need to put more control and transparency into the hands of the guest,” Ronson concludes. “One has to consider that not all guests may avail of this kind of service, but as we move along the evolutionary timeline, adoption levels will exponentially increase.”

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JOI-Design Managing Director Corinna Kretschmer-Joehnk

Sleepotel by JOI-Design

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usual commercial space while the first floor of the building is effectively wasted, if not used for anything more than storing boxes. In Milan one such first floor has been turned into a state-of-the-art hotel suite, which has no reception and is fully automated. The complex’s Permanent Hospitality Spaces (or PHSs) feature beds, bathrooms, wardrobes and kitchenettes – with the ingredients for a hearty breakfast included – as well as macro photos of the city across all walls to “enwrap the space in the cityscape”. At approximately 35 square metres, the compact environment is accessed by a secure code emailed to the guest once an online booking has been made. The idea is the brainchild of Alessandro Rosso who expects it to soon “extend to all the leading metropoli of the world”.

Access to everythingPatrick Imbardelli President and CEO of Pan Pacific Hotels Group, argues there has to be future differentiation in hotel offerings, that at the most basic level, “Customers have become more exacting in their demands, and expect from their hotel rooms the access to everything they have at home and in the office. A good room becomes a great one when it meets these needs – and customer preferences for ease of use, softer lighting, zones and less ‘institutional’ [are met]. The room really has to be functional in every sense – every drawer, surface, cupboard, fit-out serves a purpose.”

Imbardelli goes even further in submitting the idea that in future there could be guestrooms from multiple brands located in one building to accommodate

the many reasons guests use hotels. He says brands have to make a decision not only about who they will appeal to but also about who they won’t appeal to, predicting that by 2025 hotels will understand consumers much better and be able to market to them more effectively: “in lots of clever ways when they find out what rings bells with that customer.”

This idea of accommodating the individual is one that generates a lot of interest. Just how far can and will hotels go, to ensure each guest gets what they want and will that inevitably mean a plethora of questions for the guest, which could be off-putting?

“As the internet continues to empower consumers with knowledge through social media networks and user-generated content,

MAKE ROOM FOR THE FUTURE

The hotel room of 2025 could provide a very different experience to that of 2011. Zara Horner explores the possibilities

There’s always been debate in the hospitality industry about just what changes to expect in the hotel rooms of the future. But in

the last several years, so much has altered so quickly, not least as a result of the growth of social media, that some predict the changes will simply continue indefinitely, while others feel there will be a plateau and even a backlash against what is on offer now. What seems certain is that hotel rooms will be infinitely variable.

Town@HouseStreet is one such new hospitality concept, which aims to develop vacant and/or decayed urban shop spaces. The project was recently launched in Milan with a Simone Micheli architect design described as “a new way of thinking in the world of hospitality” and “an explosive iconic mixture”. On the ground floor is the

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a future guestroom, German company JOI-Design’s guiding principle is that “form follows not only function, but also emotion”. Specialising in hotel, restaurant and spa design, its team includes architects, interior designers, graphic artists, and hotel consultants. The company believes a hotel room design must not only reflect the hotel’s milieu, culture and practical requirements, but must also “anticipate guests’ desires and reactions to the space. It is human nature

to want a place where one can feel safe and settle-in quickly,” says Managing Director Corinna Kretschmar-Joehnk. “Therefore every idea that can ease this process is worthy of consideration. Time and again we have reinvented the hotel room, in very different layouts, responding to a variety of requirements. A building’s interior style is an integral element of hospitality marketing strategies and the spatial embodiment of corporate objectives. Its design concepts are characterised by a holistic approach and sensitive awareness of brand standards.”

The company recently published a book on the theme entitled 101 Hotel Rooms.

Brands are increasingly ‘owned’ as much by consumers as companies, Imbardelli notes, especially in the digital space. “Real-time chatter on public forums, social media sites, user-generated content, will have a big part to play in shaping brands. Engaging in social media for its own sake, however, does nothing to enhance or maintain a brand – ultimately it is how brands deliver on their promise – whether online and off, as well as if they offer

a user-experience that is fully aligned – that truly enhances or limits a brand’s ability to make social media work for them,” he says, going on to point out that while social media might be gaining in importance, it doesn’t dilute traditional channels of communication. “In 10 years our workforce and consumers will span four generations – baby boomers, Gen X, Gen Y and Gen Z and each group will make their purchasing [and room booking] decisions differently.

Whether social media is the only way or an important way for a particular business will matter insofar as how social media figures into the purchasing or travelling decisions of that business’ target customers.”

There is no doubt social media has been the method by which customers have taken more control and use it to ensure they get what they want from and in their hotel rooms.

For example, Imbardelli suggests business meetings, and the business of meetings, will take on a new look because, “connectivity will result in fewer people meeting. It will have to be more experiential. “Room sizes may no longer be dictated by brand standards – and we may be seeing increasing flexibility in room sizes and fit outs,” Imbardelli predicts. “A guest room may be a working room you sleep in, or a sleeping room you work in. No longer will people say one of those 400 boxes is my room. They’ll be telling us what they want through technology. A hotel may feature more different configurations for its hotel rooms.”

so have their options grown monumentally,” Imbardelli says. “As businesses compete for customers by upping the ante on service and offerings, consumers expect increased customisation and personalisation of experiences. It isn’t so much they want to be reminded of home as it is the comfort level they can enjoy. Ultimately guests need to be comfortable in their hotel rooms – hence the expectation that the hotel room provides, at least in terms of the sleep, entertainment and technology and bathroom amenities, the same level of comfort and ease of use they can enjoy at home.”

At the same time, he says it would be wrong to expect that all guests want the same thing. “We have to be careful not to put everyone in the same basket. The important thing a hotel has to figure out is how to capture [guest] preferences, and how to provide relevant choices.”

Designs of intelligence Hoteliers have been briefing designers about these ideas for some time. When envisioning

“Hotels must anticipate guests’ desires and

reactions to the space. It is human nature to want a

place where one can feel safe and settle-in quickly”

Corinna Kretschmar-Joehnk.

A Munich project by JOI-Design

Town@housestreet by Simon Micheli

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“Beijing is known as the lamb capital of China,” says Guangzhou-born, celebrity chef-restaurateur Martin Yan in his book Feast. “You can find lamb and mutton (lamb that’s over a year old) on most

restaurant menus, and in the streets you often smell the distinctive aroma of lamb cooking.”

But lamb also has a distinctive flavour, Yan notes and northern cooks prefer to prepare it with plenty of aromatics such as onions, leeks, and garlic, as well as season it “with condiments like vinegar, chilli sauce, rice wine and hoisin.”

Balancing the pronounced flavour or ‘gaminess’ is a concern for many chefs around Asia.

Head Chef Ng Kam Wai of Hong Kong group Aqua’s Hutong restaurant is also an expert in northern Chinese cuisine, despite being born in Guangdong province in the south. After 30 years’ experience of cooking in the northern style, he uses New Zealand lamb and presents dinners at the restaurant which include several popular lamb dishes such as lamb and sesame salad and lamb skewers. The dishes respectively use leg and flank. However, Chef Ng’s signature dish is crispy de-boned lamb ribs, which are marinated in star anise, dark soy, bay leaves, cumin, pepper and a Chinese bouquet garni before being deep-fried in a wok at 180ºC.

Dealing with the powerful flavour of the meat can be simpler. At Warung M’bok Tembong in the Central Java market town of Klaten – virtually equidistant from the tourist attractions of Borobdur and Prambanan temples and the royal palaces of Yogyakarta and Solo – lamb is presented as satay. Three cubes of meat on a skewer with a shallot on the end have the gamey factor balanced by a dipping sauce made from sweet kecap manis, zesty lime, earthy shallots and the heat of chillies.

Singapore señorThe perceived strong flavour of the meat is not the only consideration taken into account when choosing lamb cuts and dishes.

At the Dempsey outlet of Spanish restaurant Don Quijote in Singapore, the classic dish of lamb racks Chuletas De Cordero first appeared as a monthly special but became a permanent fixture due to customer demand. The kitchen told AHCT that: “We prefer to use lamb rack as this is one of the most tender parts of the lamb. We have bought meat from various different countries but finally decided on an Australian supplier who provides exceptionally fresh meat.

“We marinate the lamb racks with herbs and spices overnight and grill them with a light salt and pepper seasoning. We recommend our customers have it served medium-rare, along with our chef ’s own unique sauce.”

While Spanish cuisine is only just gaining a toehold in Asia, the cooking of France has become popular and widespread over the last 30 years. One indication of this is how many restaurants use Provençal dishes for showcasing lamb.

Provençal provenanceMulti-ethnic Singapore can’t resist putting its own identity on some international dishes and at Clifford, The Fullerton Bay’s signature restaurant, the Provençal-style lamb comes with a mildly-spiced Asian twist. Morne Van Antwerp Executive Chef at the Fullerton Hotel and Fullerton Bay Hotel, Singapore says, “Clifford’s rack of lamb Provençal, with fine ratatouille, lamb shoulder samosa, parsnip purée and meat jus is prepared using classic French techniques with Provençal vegetables and some Asian ingredients.”

While the idea of serving classic Provençal lamb with a samosa

Lamb may not seem to be the first choice for Asian cuisine but chefs in the region are revealing its versatility. Mischa Moselle finds out how

Asia puts its chop on lamb

Photography courtesy of beef + lamb new Zealand

Morne Van Antwerp, Executive Chef at the Fullerton Hotel and Fullerton Bay Hotel, Singapore

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may seem jarring, Chef Morne assures that very little spice is used in the shoulder, which is cooked for eight hours before stuffing into the samosa pastry. “The accompaniment presents the harmony between European and Asian styles, which is reflective of Singapore,” says Chef Morne who chose to use rack instead of loin as the latter would dry too easily while the former is more flavoursome and makes for a better presentation. The lamb is grass-fed and from New Zealand as chef believes that it has a better taste.

As Asia becomes more wine-savvy, wine itself is being used to introduce flavour to dishes. Chef John Sarich is Culinary Director for Chateau Ste. Michelle in Washington state, a prolific cookbook author and has been a guest chef at the JW Marriott hotel in Hong Kong. In his fifth book Chef in the Vineyard, Chef John recommends marinating a rack of lamb in a Zinfandel or Merlot based marinade, or serving a herbed leg of lamb with a sweet cherry sauce infused with Syrah or Merlot. With family roots in Sicily, Chef John also gives a recipe for braised lamb shanks in Syrah with polenta but even he cannot resist the lure of Provence. Of his lamb chops with ratatouille and noisette potatoes, chef says, “This flavorful combination of meat, vegetables and potatoes makes a terrific meal. Ratatouille is a classic dish.”

At The Peninsula Hong Kong Gaddi’s Chef David Goodridge gives a tip of the toque to the southern French region with his Pièce d’agneau de lait d’Aveyron à la pomme de terre gratinée et légumes Provençales (Roasted milk fed Aveyron lamb with gratinated potatoes and Provençale vegetables). The main attraction is the lamb from Averyon, a little known southern department some half way between Provence and Bordeaux.

Chef David describes the lamb as having “a unique and subtle flavour” without that gaminess so often associated with the meat. “The lamb is purely milk-fed, bred and kept indoors and because of that, the meat is light and almost white. Due to very little activity, the lamb is tender and mild, has more fat, juice and flavour,” says the chef.

Although preparation of the dish depends on the season, currently the lamb is first slow-cooked in lamb stock by almost poaching. It is then roasted with the fat keeping the meat moist, then brushed with mustard and herb crumbs.

The quality of the lamb and the flavour isn’t the only reason the dish is on the menu, Chef David adds: “We chose to put this dish on the menu because it is a unique product. It is also renowned for being consistent, exclusive and expensive.”

“The lamb is tender and mild, has more fat, juice and flavour” David Goodridge

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record. Global Smirnoff Brand Ambassador and Mixologist Kenji Jesse, recommends “brands with a heritage and a range of different styles and the advertising to back it up to make people aware of the differences.” Jesse points out the differences between vodka styles are not only the obvious difference between flavoured vodkas but those between classic neutral vodkas and ones said to be full of ‘character’ that have been distilled to have some after-taste and texture – smooth and paper-like in the case of Smirnoff Black.

Another distinction might be how the vodka is to be used – on the speed rail as a house pour for mixing with tonic or on the back bar for display and cocktails. Leo Wan, Assistant Brand Manager, Glenmorangie, Ardbeg, Belvedere and Grand Marnier for Moët Hennessy Diageo Hong Kong, tells AHCT that, “There are usually two categories of vodka in an outlet. One is house pour (premium vodka) and one is the super premium vodka, where Belvedere is positioned. Generally, the house pour is less expensive and is used for standard drinks such as vodka tonic or vodka lime unless the discerning consumer requests a different brand.”

BrandingBrand awareness is also a crucial factor say industry insiders. Jeveons believes that drinkers in Asia are not yet making a distinction between brand and product and hence will drink a well-marketed inferior product. Stolichnaya’s Cohen emphasises the importance of brand, saying “Consumers are becoming even more conscious of the ‘premiumness’ and heritage of the vodka brands, and bar staff need to take this into consideration when offering a range of vodkas.”

Vodkas can also be understood by country of origin. What to the purist are authentic vodkas tend to come from

Russia, Poland and Scandinavia, with rye-based Polish vodkas having

a nutty character and Russian and Scandinavian vodkas a short, fiery finish. However, France, the Netherlands and the United States have joined the list of producing countries and given the popularity of often wheat-based brands such as Grey Goose and Ketel One have clearly won over some fans.

Diageo last year launched the super premium Shanghai White, which is distilled in China. Jeveons is a big fan, as he believes it could be the vodka that provides a bridge for drinkers of rice distillates to cross over to vodka. The distiller Diageo’s Global Marketing Manager Sheyan Patel says “It’s a true vodka in the most traditional sense but it also offers the knowledgeable consumer something unique through its brand heritage, which stretches back 600 years as well as its distillation process.”

Lau from Grey Goose says that while taking price and budget into account, a bar should choose one or two vodkas from each region that will be appropriate for the customers.

By far the easiest way to determine what your bar needs according to Jeveons, is to taste the stuff. A chart should be drawn that on one axis plots the range from smooth to aggressive and on the other from short to long finish. The result of the blind tasting process will be a chart with four quadrants showing where each vodka falls in the classification:

Smooth – short finishSmooth – long finishAggressive – short finishAggressive – long finish.

The bar can then decide which vodkas to buy based on need. If mostly vodka tonics are sold, a smooth vodka with a short finish will be appropriate, for classic martinis, vodka with more of a bite will

Traditional Asian spirits preferences are being challenged. Mischa Moselle talks to industry pundits about the growing diversity of the regional vodka market

CALLING THE SHOTS

“There are lots of other brands in Europe and the trend is that they will come to Asia” Danny Lau

It is a well-known fact of the international spirits market that where vodka and rum predominate globally, in Asia it’s the brown spirits whisky and cognac that grab the limelight.

Vodka though is achieving greater prominence. “Vodka is the driver of Asia spirits volume growth, with overall vodka sales in the Asia Pacific region continuing to achieve double digit growth,” says Frank Cohen, Regional Director Asia Pacific at SPI Spirits – owners of the Stolichnaya brand.

The on-going interest in brown spirits has not deterred vodka distillers and distributors from introducing both old-established brands and new product to the Asian market. According to Sam Jeveons, Assistant Director of Beverage at Café Gray Deluxe at the Upper House and former drinks consultant and brand ambassador for Belvedere, only two percent of the white spirits drunk in mainland China is vodka – a figure that is open to interpretation – it’s either a minuscule amount or a very promising potential market.

Certainly at every trade show AHCT attends new vodkas are offered - be they bacon flavoured, ‘molecular’ or distilled more than the customary number of times. Despite this, Grey Goose Brand Ambassador Danny Lau says there are only around 10 significant vodka brands on the Asian market at the present time but, “there are lots of other brands in Europe and the trend is that they will come to Asia.”

So much choiceHow then is the F&B or Bar Manager to choose which vodkas to stock?

There are several schools of thought on this matter. Perhaps unsurprisingly, ambassadors for large international brands recommend sticking to large international brands – with a track

The Stolichnaya portfolio

Belvedere is promoting a range of bottle sizes

Shanghai White is made in a distillery with a 600-year history

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work. But Jeveons warns against striking a deal with a distributor that will limit the bar to one portfolio of products rather than allowing it to cherry pick what it feels to be the best.

Smirnoff’s Jesse tells AHCT that for contemporary cocktails a mixologist will be able to see through the marketing and, having tasted various vodkas, “will know the difference between them and be able to create a good cocktail.” Jesse uses the 4F’s classification system – Fragrance, Flavour, Feel (texture) and Finish.

Cocktail cultureCocktails are often cited as one reason why there is potential growth in the Asian vodka market. Classic cocktails from the Prohibition era were whisky-based (often Scotch Chivas Regal, according to current owners Pernod-Ricard) and it is only in the last couple of decades that cocktail makers have created more vodka-based drinks than the Bloody Mary.

Belvedere’s Wan highlights the cocktail culture of Australia as one to watch, pointing out that bottle service is not allowed there. Creative promotions are certainly keeping vodka in the public eye. For example, Pernod-Ricard’s Absolut brand, the world’s second best-selling vodka is promoting the cocktail culture and interactivity with consumers through an iPad app that gives drinkers access to 3,000 recipes.

“At Absolut, we strive to maximise the latest technology for our tech-savvy consumers,” says Fredrick Tallroth, Senior Manager Interactive Marketing, at The Absolut Company, “and, in doing so, raise the bar on cocktail creation at home. With its large high-resolution display, and multi-touch functionality, the iPad is the perfect platform for making drink mixing a social happening.”

Likewise, Grey Goose Ambassador Lau has been working on a series of food and vodka matching promotions called Gourmet Snacking, most recently with Chef Oscar Chow, Chef de Cuisine of the Sky Lounge and Oyster Bar in the Sheraton Hong Kong Hotel. The duo has been matching French Tsarskaya oysters with Grey Goose. The problem with matching alcohol with oysters is not overpowering the freshness of the oyster but also not to let the oyster overpower the drink. Lau thinks traditional matches such as Chardonnay or Champagne detract from the oyster with their fruitiness or acidity but that the strength of Grey Goose stimulates the palate and as a wheat-based vodka balances the oyster.

Some of the Absolut range

Characterful Smirnoff Black label

Global Smirnoff Brand Ambassador

and Mixologist Kenji Jesse

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with any colour scheme in the room. “They do tend to dress the bed with coloured trim, including runners and cushions in various styles, designs and colours which finishes the bed off to match the room. Coloured linens are very rarely used as they are difficult to wash and maintain colour depth.”

Really realWhen it comes to organic materials and ranges, Brown says his company has researched the possibility but, “have made a conscious decision not to pursue this option. The price of true organic cotton is prohibitive and does not offer value for money. Also, we have found that many competitors have been offering organic cotton that is not real. Just because it has a

label on it saying ‘organic’ doesn’t mean it is really organic. There are too many fake organic products on the market so we have decided not to get involved in this area.”

New materials, which are making a mark on the market, include bamboo. A grass not wood, bamboo is held to be a healthy and hygienic alternative which is also kind to the environment as it is one of nature’s most sustainable resources and can be grown – at one meter a day - without pesticides, fertilizers or chemicals. Mature in just four years, bamboo absorbs greenhouse gases and when used to make linens is known to produce a luxuriously soft material, which is smooth as silk and more absorbent and breathable than cotton. However, Brown notes there are drawbacks. “It’s just not durable and doesn’t stand up to the rigorous washing procedures that hotel linens are subjected to.”

Getting the low downThe main business at Siam Feather Products is down and feathers so that “natural luxurious feel and comfort are a given,” says Samantha Hyland, who notes, “It is often overlooked that down and feather products surpass the durability of man-made fiber products and, if properly maintained, keep their comfort and luxurious feel throughout their lifetime. As down and feathers are solely a byproduct of the food industry it can also be said that our quilts and pillows have a negative eco footprint.”

Hyland says that hospitality customers today are adopting global corporate procurement specifications more and more with only regional climate differences taken into account. This, the Managing Director says is about “managing costs throughout the brand and getting the best value for money.” Nevertheless, the growing trend towards so-called green hospitality, sustainability eco friendliness and organic materials is a consideration from the construction of a hotel all the way to consumables such as linens and towels. “Long gone are the days when green and luxury could not be within the same products,” says Hyland who predicts a forthcoming trend towards even higher cotton percentages in poly cotton sheeting blends, “once technical difficulties are overcome in respect to handling and laundry issues.”

Properties such as Siam Kempinski, Banyan Tree Samui, Marriott, Renaissance Rajprasong, Anantara Kihavah, Pullman, Ritz Carlton Phulay Bay Reserve, InterContinental Bangkok and Grand Hyatt

Do natural and organic linens and pillows give guests a good night’s rest?

Zara Horner gets the low down on the

goose down

LINEN IN LUXURY

The hospitality industry needs its linens to be a lot of things. Durable and easy care, from tablecloths and

towels, to pillow cases, mattress covers, napkins, sheets and shams not only does linen have to withstand the rigours of hospitality commercial use it has to provide more than the comfort of home, at a good price.

Popular linen lines are tending now towards the classic with modern stylings. Egyptian cotton continues to be the material of choice, however, some properties are exploring other possibilities. “There seems to be a moving trend whereby hotels choose bed linen with an element of polyester in the mix – or poly-cotton – as this cuts down on laundering and drying costs and

adds durability to the bed linen,” Norman Brown, Director of Beaumont and Brown explains.

The company produces linen ranges which are known for “comfort and durability” Brown says adding that these elements are vital to his customers, who number many high-end groups, including the most recently awarded contract with W Taipei. “The customer needs to get value for their investment along with something that looks good on the bed. At the moment, due to the rising cost of cotton many customers seem to be focused on price and value for money.”

Underlining this, most hotels are sticking with simple plain white linens, Brown notes, as this is less likely to clash

The Taj range from Anichini Artisanal fabrics with robust colours from Anichini

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AHCT January 201144

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which has manufactured and marketed linen products since 1986. Founder, Susan Dollenmaier, calls her linens “the antiques of tomorrow”. They are made using 100 percent Egyptian cotton. “We only use long staple cotton for sheeting. Most of the time Egyptian cotton is what is available and it also has a certain cachet in the marketplace,” Dollenmaier explains. Anachini specialises in “artisanal fabrics with robust colours” many of the linens feature scalloped and embossed edging. Dollenmaier says while

her company isn’t being asked for organic material options clients are becoming more interested in ‘going green’ and believes, if organically grown cotton is processed in the same was as other cotton there will be no difference in texture. “It is the processing of the cotton that is very toxic and polluting because it uses a lot of water and bleaching agents. But if the cotton [is processed] in a ‘green’ way it will not be optic white and will have a different look and feel. As far as care, it is the same though.” New materials such as bamboo still have to prove themselves she says, “I do not like it personally. It has a slippery feel. I understand that the lifespan is not as long.”

At Hotel de la Paix, Siem Reap Cambodia they use 100 percent white cotton for in-room linens, which includes a customised hotel pattern cotton bathrobe, because of the impression of cleanliness that bright white linens gives, says Executive Housekeeper, Urip Nur Wiedodo who goes on to explain, “table cloths and other public area covers are poly-cotton 50 percent-50 percent and mostly are in black as it is the concept of the hotel - black for man and white for woman.” Guests have been mostly interested in buying the hotel’s pool towels, Wiedodo says, while enquiries about the bed linen come mainly from other hotels because he says they are “keen to improve their product.” While the questions of maintenance and durability are top of his list, “We have had to arrange a new [laundry] procedure as, when the hotel first opened there was a challenge with the water quality which was affecting our linen colour – turning it red – and we had a problem with transport – the linen would come back dirtier than it went out as it had collected mud and sand. Nowadays I am much happier and the linen is all very clean.”

Rest in peaceSo, just what part does the linen on the bed play in ensuring guests of a good night’s rest, one of the fundamentals of the hospitality industry? “How well a guest feels in the room is a key factor in satisfaction,” says Hyland. “The linen in combination with the duvets and pillows are certainly at the heart of it and given the support of a comfortable mattress and mattress topper can certainly be a global success story.” In Wiedodo’s opinion, “What is very important is the softness and cleanliness of the linen. A bright fresh white colour is the first impression sight-wise; and as we are providing a feather pillow and mattress topper, we never have any complaints about bad dreams.”

When asked the question, Dollenmaier is unequivocal: “Very. I feel that polyester in sheets makes you sleep ‘hot’. Short staple, inexpensive cotton can be rough. However, a long staple cotton used in even a 180 thread count can produce a decent sheet and a good sleeping experience.”

Brown goes further, believing “The bed linen is vital to a good night’s rest. There is nothing worse, in my opinion, than sleeping on the cheap hotel linen you find in lower star hotels. A properly dressed bed with luxury linen, pillows, duvets and mattress toppers can make all the difference to the weary traveller.”

all choose Siam Feathers products because of “quality, price and service” says Hyland who also believes hospitality customers are looking for durability more than anything, having learnt that choosing on other bases leads to an increase in housekeeping and laundry costs. “Ten years ago, changing to luxury linen had a major downturn due to its great impact on increased costs and hotel operators are very cautious of repeating that.”

Conrad hotels, MGM, The Venetian Macao and Four Seasons Hong Kong all opt for United States company Anichini linens,

“The bed linen is vital to a good night’s rest” Norman Brown

Cambodia’s Hotel de la Paix favours a black and white colour scheme

Siam Feather Products – InterContinental Bangkok is a customer

Beaumont and Brown linens

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AHCT January 201146

is safer and easier to clean. But selecting the pattern and thread count is only the first step in the process, as flooring solutions must be properly fitted to make the greatest impact. Luckily, this is a service that many top carpet manufacturers’ offer.

Talking the walkCarpeting manufacturer Stepevi, which has supplied carpets and rugs to Kempinski, W Hotels, Sheraton and Hilton hotels and sells its product through interior design consultants and hotel procurement agencies, also offers an all-inclusive project management and planning service. Winston Lam, Owner of Kitchens + Interiors, the sole distributors in Hong Kong for Stepevi, says, “As part of our project management service, we provide accurate measurement of the area, storage on and off-site, preparation of area for installation and proper protection of new carpets.”

Asked to expand on how the project management process works, Lam says, “We first talk through the design options, then the price and lead time and see if the client has any special requirements. We pay individualised attention to our customer’s special requirements because that is usually the area that sets us apart from our competitors. After the order is confirmed, we will check on production regularly to assure smooth production and timely delivery. Shipping is arranged ahead of time, as is manpower. A site visit

is necessary before and after ordering to make sure there is no change in the original plan. Before the carpets arrive, we talk to the main contractor to secure temporary storage onsite and to make sure no other trades will be present during installation. After installation, we will protect the carpet, and do a final inspection to ensure that the end result is exactly what our client ordered from us.”

Asked to describe the benefits of working with the manufacturer to fit the carpet as opposed to doing it yourself or using outside contractors, Richard Morris, Managing Director of Tai Ping which creates luxurious hand- and machine-tufted carpets for clients including the Peninsula, Mandarin Oriental and Four Seasons hotels, says:

“We liaise with housekeeping and engineering departments to audit properties’ localised conditions and existing floor coverings to propose more cost-effective floor covering solutions and provide a better Return On Investment (ROI). Investing in preventative maintenance is far cheaper long-term than corrective maintenance. Barrier ‘walk-off’ mats, for example, are key to removing particles of damaging soil and dirt before they enter the carpeted space and selection of the right underlay can extend the longevity of wear by up to 30 percent.” The installation method is critical, Morris explain, especially in public and/or F&B locations prone to frequent wet

cleaning. “In such cases, we will guide the customer to consider a dual-bonded double stick-down installation that prevents stress on the carpet seams and avoids bow and skew of the pattern alignment,” he says. By analysing the typical amount of foot traffic per day in specific areas, the company can determine the ideal construction, fibre type, pile density, backing type and underlay and installation method, adds Morris.

Realising the visionInternational carpet manufacturer Desso, which have worked with the InterContinental, Marriott, Meridien and Radisson hotels, count two unique carpeting solutions among its product range: the AirMaster, which can clean indoor air, and the Soundmaster, which reduces impact sound. Roland Jonkhoff, Managing Director of Marine & Aviation, Desso, says, “Every hotel, regardless of size or brand, wants its interior spaces to create a unique and authentic atmosphere. In achieving that, the main factor in hospitality is design, design, and more design – with individual patterns being especially created for that one project or even a particular area. We work very closely with architects and interior designers to realise a client’s design vision, and understanding branding and design is fundamental. We have a dedicated design team that uses sophisticated computer software that can simulate how a carpet should be installed – even if it has a complex

A carpet manufacturer’s project management

skills can help save you time and money when it comes to fitting flooring,

says Helen Dalley

Floor shows

design – which helps eliminate waste and keep costs down.”

Invista, the manufacturer of commercial carpet fibre Antron, which counts the Shangri-La Hotels and Resorts and Marriott among its clients, says complaints about carpets can often be traced to the quality of installation. To combat this, it works closely with both carpet designers and hotel management to ensure optimal results. Invista Sales Representative Jenny Jin says, “Carpet is more popular than other floor coverings, with wool and blended nylon being the most popular, and sales for 100 percent nylon carpets are increasing. The advantages of using carpets over other floor coverings include safety, sustainability, diversified design, plus they are easy to replace.”

While the benefits of employing a carpet manufacturer to also project manage your carpet installation seem clear, how should one choose the right manufacturer? Tai Ping’s Morrison advises, “Ask for project references that speak to your needs and get independent referrals from those establishments. Always insist to see the manufacturers independently certified ‘performance’ specifications that warrant the physical performance. One cannot simply take ‘technical’ specification that simply tells you what it is, not what it can do. Get a guarantee and try to have the manufacturer manage the installation also, and then you only have one door to knock on if you have any issues.”

Picking out the right carpet for your property is a critical design decision, as the right flooring – be that a thick, plush carpet

or an exquisite hand-tufted rug – lends a luxurious vibe as guests enter the hotel and helps create a favourable first impression. Carpeting isn’t just about aesthetics and underfoot comfort, however: it also offers better insulation and acoustical absorption when compared to hard floor coverings, and

Tai Ping fitted the carpets at The Peninsula TokyoTai Ping on show in the Singapura Suite of

the Marina Bay Sands in Singapore

Mariposa by Stepevi

Desso carpets in a Crowne Plaza property

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AHCT January 201148

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DATE EvEnT DETAILS ORGAnIzER

Jan 12 – 14, HIFI 2011 Renaissance Mumbai Convention Centre Hotel Mumbai India

27 Feb – 2 Mar Gulfood Dubai World Trade Centre Dubai

Mar 29 – 1 Apr Hotelex Shanghai 2011 Shanghai New International Expo Center Shanghai China

Mar 29-Apr 1 Horeca 2011 Biel Beirut Lebanon

April 6 – 11 Food and Hotel Indonesia The Jakarta International Expo Kemayoran Jakarta Indonesia

May 11 –14 Hofex 2011 The 14th International Exhibition of Food & Drink, Hotel, Restaurant & Foodservice Equipment, Supplies & Services Hong Kong Exhibition and Convention Centre WanChai Hong Kong

May 18-20 Sial China 2011 Shanghai New International Exhibition Centre Shanghai China

May 19-20 India Hotel Expanson Summit JW Marriott Hotel Mumbai India

May 25-29 Thaifex – World of Food Asia Impact Exhibition Center, Bangkok Thailand

HIFI conference is designed to provide an annual meeting place for hotel executives, investors, lenders, developers, and the professional advisory community who are interested in doing deals in one of the world’s hottest hotel markets - India.

Gulfood is the Middle East’s leading dedicated exhibition for the foodservice and hospitality sectors. The event provides industry suppliers with the region’s largest central business hub, ultimately delivering an unrivalled product and service showcase and the opportunity to meet serious international buyers face to face.

Hotelex shows are the meeting point for the hospitality industry. Managers, manufacturers, traders and distributors gather annually to source, sell, network and debate future trends.

Horeca is the region’s largest hospitality exhibition. Established in 1994, it serves as an annual meeting place for both the hospitality and food & beverage service industries both within and beyond the Middle East region.

International exhibitors showcasing a full range of food and hospitality products including food and drink; foodservice equipment and supplies; bakery equipment and ingredients, and hotel interiors.

Join 35,000+ trade buyers and 1,800+ exhibiting companies including 44 national groups at Asia’s most anticipated and established tradeshow - Hofex 2011. This biennial tradeshow will showcase the newest collections of hospitality and foodservice equipment and the trendiest food and drink products from worldwide exhibitors.

Sial China provides opportunities for both domestic and international companies to enlarge their market and enhance their international visibility, to create new networking contacts and to learn about last trends.

Riding on the economic growth and rising income levels that India has witnessed in recent years, hospitality has emerged as one of the key sectors driving the country’s economy. The current market size is US$23 billion, accounting for 2.2 percent of India’s GDP. The India Hotel Expansion Summit will examine hotel expansion in India and how international and domestic players can come together to create the most advanced hotels for the fast growing hospitality market.

International Trade Exhibition covering Food & Beverages, featuring Halal and organic food, food catering, food technology, hospitality service and retail and franchise.

The HA+D Expo focuses exclusively on products and services for the design and build of Asia Pacific hospitality projects with its comprehensive industry trade show and two-day design conference.

Founded in Bordeaux, France in 1981, Vinexpo host industry players from all the wine and spirits producing regions in the world every two years. Each exhibitor finds his place and displays his talents to very strictly selected visitors – trade professionals only, coming from more than 140 countries.

Since its inception, the event has kept focused with its unique positioning, targeting only top quality hospitality operators. Today, Restaurant & Bar Hong Kong is the fastest growing exhibition in the hospitality sector in Asia Pacific because it consistently delivers results from a high-spending professional audience.

FHM 2011 is anticipated to be bigger and more elaborate than the last edition, with countless delightful activities that will entice and benefit the trade buyers of the food & beverage and hospitality sectors. The FHM series has always been a contributor to the hospitality and tourism sectors of Malaysia.

Food&HotelVietnam2011, the 6th edition of Vietnam’s most established international food and hospitality trade event is the unrivalled sourcing ground and networking trade event for food and hospitality trade professionals in Vietnam.

A show specialising in décor, technology, foodservice equipment, flavours, linens, amenities, tableware and other essentials.

The 15th international exhibition for food, drink, hospitality, foodservice, bakery and retail industries.

Hotel Equipment & Supplies Expo incorporates not only the largest collection of hospitality-related exhibitors in the country but also foodcourts, stalls, and demonstration areas where visitors can sample the latest foods and flavours, coffees and other beverages all at the one event.

Burba Hotel Network2900 Bristol Street, Ste. D101Costa Mesa, CA 92626 , USATel: +1.714.540.9300www.hifi-india.com

DWTCDubai World Trade CentreP.O. Box 9292Dubai, UAETel: +971 4 332 [email protected] www.gulfood.com

Shanghai UBM Sinoexpo International Exhibition Co., Ltd. 10/F, Xian Dai Mansion, 218 Xiang Yang Road (s), Shanghai, 200031, China Tel: + 86 21-6437 1178 Fax: + 86 21-6437 [email protected]

Hospitality Services s.a.r.lDekwaneh, Main Road, borghol Bldg, 2nd FloorP.O Box 90155 Jdeidet-El-Metn 1202 2020 Beirut, LebanonTel +961 1 4800 81 Fax +961 1 48 28 [email protected] www.hospitalityservices.com.lb

PT Pamerindo Indonesia13F Deutsche Bank Building, Jl. Imam Bonjol 80Jakarta 10310, IndonesiaTel: +62 21 316 2001Fax: +62 21 316 1981www.Pamerindo.com

Hong Kong Exhibition Services LtdUnit 2010, 20/F, China Resources Building, 26 Harbour Road, Wanchai, Hong KongTel: +852 2804 1500 Fax: +852 2528 3103 [email protected] www.hofex.com

Comexposium Shanghai Room 301, Dongyi Building, 88 Changshu Road,Shanghai 200040, China Tel: +86 21 62 49 20 28 / 24 10 Fax: +86 21 62 49 34 14www.sialchina.com

Catriona Scanlon, Communications ManagerNoppen CoT: +86 21 6085 1000 F: +86 21 6192 [email protected] : www.noppen.com.cn

Koelnmesse Pte Ltd152 Beach Road, #25-05 Gateway EastSingapore 189721Tel: +65 6500 6700Fax: +65 6294 [email protected]

Vinexpo 2, cours du XXX Juillet 33074 Bordeaux Cedex FranceTel : + 33 5 56 56 00 22 Fax : + 33 5 56 56 00 00www.vinexpo.fr

Diversified Events HKwww.restaurantandbarhk.com

Malaysian Exhibition Services Suite 1401, 14th Floor, Plaza Permata, Jalan Kampar, Off Jalan Tun Razak 50400, Kuala Lumpur Tel: + 603 4041 0311 Fax: + 603 4043 7241 [email protected]

Singapore Exhibition Services Pte Ltd1 Jalan Kilang Timor #09-02 Pacific Tech Centre Singapore 159303 Tel: +65 6233 6638 Fax: +65 6233 6633www.foodnhotelvietnam.com

GLM1133 Westchester Avenue, White Plains, NY 10604-3547Tel: +1 914 421 3346Fax: +1 914 948 [email protected]

China International Exhibitions LtdRoom 2402, Singular Mansion No. 318 - 322 Xian Xian Road Shanghai 200336, ChinaTel: +86 21 6209 5209Fax: +86 21 6209 5210 [email protected] www.fhcchina.com

Coastal International Exhibition Co., Ltd. Room 2106, China Resources Building, 26 Harbour Road, Wanchai, Hong Kong Tel: (852) 2827 6766 Fax: (852) 2827 6870 [email protected] www.hotel-exhibition.com

May 31-June 2 Hospitality Architecture + Design Exhibition & Conference Singapore

Jun 19 – 23 Vinexpo Bordeaux-Lac Exhibition Centre Bordeaux France

Sept 6-8 Restaurant & Bar Hong Kong 2011 Hong Kong Convention and Exhibition Centre Wanchai Hong Kong

Sept 20-23 Food and Hotel Malaysia 2011 Kuala Lumpur Convention Centre Kuala Lumpur Malaysia

Sept 28-30 Food & Hotel Vietnam 2011 Saigon Convention and Exhibition Centre Vietnam

nov 12 – 15 International Hotel, Motel Restaurant Show Jacob K Javits Convention Center 655 W 34th St New York, NY 10001

nov 16-18 FHC China Shanghai New International Expo Centre Pudong, Shanghai China

nov 24-26 Hotel Expo Macua Cotai Strip Convention and Exhibition Center, Macau

HA+D ExpoMarina Bay Sands, 10 Bay Front AvenueSingapore [email protected]: 65 63954592

E v E n t s


E v E n t s


Paris show celebrates 50th edition

Equip’Hôtel 2012Paris Expo Porte de VersaillesParisFranceNovember 11-15, 2012

www.equiphotel.com

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AHCT January 201152



Farm to table food show

Growing region boosts hotel show

The 7th International Hotel Expo

Cotai Strip Cotai ExpoThe Venetian Macao

MacauNovember 23-25, 2011

www.hotel-exhibition.com

Gulfood 2011Dubai International

Convention and Exhibition Centre

Dubai, UAEFebruary 27–March 2, 2011

www.gulfood.com


54


January 2011 AHCT 55 AHCT december 2010

Kumar Ellawala

Chris Foo

Kamal Munasinghe

The Upper House has announced the appointment of Yvonne Cheung as Chef Sommelier at Café Gray. Cheung studied at UCLA and CUHK before studying at the Culinary Institute of America and then gaining wine experience in Nantucket and California, most recently in Napa Valley.

Novotel Citygate Hong Kong has announced the appointment of Kumar Ellawala as Resident Manager. Ellwala has 25 years’ hospitality experience, 15 of them with Accor but also with Hilton, Shangri-La and Renaissance. He was worked in Britain, Sri Lanka, India and Australia.

Four Points by Sheraton Bangkok, Sukhumvit 15 has announced the appointment of Chris Foo as Beer Keeper, tasked with keeping the hotel’s beer in good condition and informing guests about it. Foo has run his own bar and has five years’ marketing and customer relations’ experience.

Jumeirah has announced the appointment of Fernando Gibaja as General Manager of Jumeirah Port Soller in Mallorca. Gibaja worked with Ritz-Carlton from 1994-2007 in hotels in the United States, Spain, Turkey, Mexico and Singapore. He was most recently at the Mandarin Oriental Riviera Maya.

The New World Saigon Hotel has announced the appointment of Kamal Munasinghe as Director of F&B. The Swiss national has 18 years’ experience in hospitality and has held many senior F&B posts in the luxury sector. Work has taken him to posts in Switzerland and Sri Lanka.

Aloft Bangkok – Sukhumvit 11 has announced the appointment of Patcharee Bunma as Director of Sales and Marketing. Bunma’s extensive experience includes working at agency Diethelm Events and leading a team of 11 at The Royal Orchid Sheraton Hotel & Towers in Bangkok.

Fernando Gibaja

Patcharee Bunma

Marc Toutain

Yvonne Cheung

Ricky TheodoresDavid Donald

Panat Bantanajak

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Hofex AD_eng(210x297)b.pdf 1 10年12月15日下午3:38

a p p o i n t M E n t s

Simon Barlow

Chatree Wongsriphaisan

Joanna Kan

InterContinental Grand Stanford has announced the appointment of vicky Au as Director of Revenue Management. The Hong Kong native has been in hospitality sales for over 20 years and has worked with companies as varied as Peninsula Hotels Group and Marriott International.

Carlson has announced the appointment of Simon Barlow as President of Carlson Hotels, Asia Pacific. Barlow has been a hotelier for 30 years, more than 20 of them in the Asia Pacific region. Barlow has worked with leading companies such as Accor, Hilton International and Millennium and Copthorne.

Hansar Bangkok has announced the appointment of Chatree Wongsriphaisan as Executive Chef. Chatree has been a chef in Bangkok since apprenticing at the Oriental Bangkok in 1992. He was most recently at The Dome and Lebua Hotel State Tower, where he cooked for seven years.

Banyan Tree Holdings Ltd has announced the appointment of Luca Deplano as Vice President, Marketing. Deplano has degrees in business administration from Columbia Business School and Bologna University in Italy to support his 14-years of marketing experience. He has worked with brands as well-known as American Express, Prada, Furla and Cerruti 1881 in Europe and Asia.

The Sheraton Hong Kong Hotel & Towers has announced the appointment of Philippe Derrien as Executive Chef. The French native has been working in leading resorts around the world since 1989. His career has taken him not only to Hong Kong and other Asia Pacific destinations but also to the Middle East, Germany and Hungary.

The Ritz-Carlton, Hong Kong has announced the appointment of Peter Find as Executive Chef. The post marks his return to the company after three years at Wynn Macau. Find was previously at a Ritz-Carlton property in Singapore and has also worked in Michelin-starred European restaurants and for MOHG and Peninsula Hotels Group.

Hansar Bangkok has announced the appointment of Manfred Ilg as General Manager. Fluent in German, English, French and Thai, Ilg has extensive experience with luxury brands such as Kempinski, Sofitel and Dusit Thani and has worked in Europe, the United States and Southeast Asia.

InterContinental Grand Stanford has announced the appointment of Joanna Kan as DOSM. United States-educated Kan has 22-years hospitality experience, 13 of them with IHG. Her last post was DOSM at the Crowne Plaza Hong Kong Causeway Bay.

The Four Seasons Hotel Singapore has announced the appointment of Alex Porteous as Hotel Manager. The Briton has spent 25 years in the hospitality industry, 17 of them with Four Seasons Hotels & Resorts. Porteous has worked in Britain, Canada, Hong Kong, Thailand and Singapore.

The Four Seasons Hotel Singapore has announced the appointment of Michael Tan as Director of F&B. Trilingual Tan (English, Danish, Mandarin) was born in Malaysia, raised in Denmark and went to Swiss hotel school. His 20-years’ experience includes stints in Europe, Cambodia, Malaysia and China.

InterContinental Grand Stanford has announced the appointment of Cecilia Wong as Director of Communications. The Australia-educated Wong has nine years’ experience in marketing and public relations, including a previous stint at the same property. Wong’s last post was as Director of Public Relations at Langham Place Mong Kok Hong Kong.

Manfred Ilg

Alex Porteous

Cecilia Wong

Vicky Au

Michael TanLuca Deplano

Philippe Derrien

Peter Find

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AHCT January 201158

Only from the mind of Miwa Lock, Japan

Intelligence & Modern Art

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