AHCT March 2013 Web Size

V 38 Mar 2013

Published since 1976

SHOW US THE DOUGH

The bakery sector explodes in Asia DESIGNS ON YOUR RESTAURANT

How a ret can make the difference

COOKING THE BOOKS

Pizza ovens mean hot prots h K sAR ca sapr Maaa Taa Rt  Aa

hK$50 RMb50 s$15 RM30 bt300 us$10

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elcome to the March issue o

, the most trusted source o AHCT

Creating Hospitality

AFFINITY

[ Your guests will love it too ]

inormation on what is happening in Asia-Pacifc’s hospitality industry. We oten note that cautious optimism is the overriding sentiment du jour, as the global economy slowly picks itsel up. One area, however, that seems to espouse a ‘build frst, strategise later’ approach is, unsurprisingly, China. One result o this is that or the irst time we are hearing the ‘S’ word

whispered in certain certain circles. Yes, saturation saturation is now being hinted nted at by industry insiders, particularly in context to some o the main conurbations on China’s east coast, as Michael Taylor’s report outlines on page 22. As one door closes other other opens, they say, and this is certainly the case in Myanmar, which is actively seeking oreign oreign investment. e hotel sector is severely undersupplied, according to a spokesman or Best Western International, which plans to open its frst

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property in the country later this year. Read the ull story in our news section. We nee d to hea r ro m hosp ita lit y proessionals about the constant developments in the industry, good or bad, so please do send your comments and suggestions in to: [email protected]

endoRseMenTs EDITOR

Daniel Crefeld DESIGN BY

hong Kong hoTels AssociATion

hong Kong chefs AssociATion

fedeRATion of hong Kong ResTAuRAnTowneRs

bAKingindusTRy TRAining cenTRe

The fedeRATion of hong Kong hoTel owneRs

AssociATion of ThAilAnd

hong Kong MAiTRe d’hoTel AssociATion

singAPoRe hoTelAssociATion

hong Kong bARTendeRsAssociATion

Koon Ming Tang [email protected] CONTRIBUTORS

Don Gasper Zara Horner Rebecca Lo Helen Sloane Michael Taylor ASSOCIATE PUBlISHER

AssociATion of inTeRnATionAl hoTelieRs shAnghAi

singAPoRe chefsAssociATion

hong Kong bAKeRy & confecTioneRy AssociATion

shAnghAi chefsAssociATion

MyAnMAR chefs AssociATion

MAlAysiAnAssociATion of hoTels

MAcAu hoTel AssociATion

club MAnAgeRs AssociATion hong Kong

Sharon Knowler [email protected] CIRCUlATION ExECUTIE

Becky Chau [email protected] CHAIRmAN

JS Uberoi DIRECTOR

Gaurav Kumar

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

The opinions expressed i n Asian Hotel & Catering Ti mes do not necessar ily represent the views of the publisher or the publication. Whilst every effort has been made to ensure the accuracy of information contained in this publication, no responsibility can be accepted by the publisher, editors and staff, agents and contributors for omissions, typographical or printers errors, inaccuracies or changes howsoever caused. The editors reserve the right to edit any material submitted at their discretion. All materials published remain the property of TPHK. Reproduction without permission by any means is strictly prohibited. Correspondence should be addressed to The Editor, Asian Hotel & Catering Times, Room 1205-6, 12/F, Hollywood Centre, 233 Hollywood Road, Sheung Wan, Hong Kong. Tel: (852) 2815 9111 Fax: (852) 2851 1933. Fantasy Printing Ltd. 1/F, Tin Fung Industial Mansion, 63 Wong Chuk Hang Road, Hong Kong. All rights reser ved (c) 2013 Thomson Press Hong Kong Ltd

HONG KONG Thomson Press Hong Kong Limited/ Media Transasia Limited Room 1205-6, 12/F, Hollywood Centre, 233 Hollywood Road, Sheung Wan, Hong Kong Tel: +(852) 2851 7068, 2815 9111 Fax: +(852) 2851 1933, 2581 9531 Email: [email protected] Contact: Mr Daniel Creffield AUSTRALIA Mass Media Publicitas Level 9, 215-217 Clarence Street Sydney NSW 2000 Australia Tel: + 61 2 9252 3476 Fax: +61 2 9251 3726 Email: [email protected] Contact: Mr Charlton D’Silva INDIA Media Transasia (India) Ltd 323 Phase IV, Udyog Vihar, Gurgaon - 122016 (Haryana) Tel: +91 (0) 124 4759500 Fax: +91 (0) 11 26867641 Email: [email protected] Contact: Mr Xavier Collaco

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Shanghai Hotelex 1–3 April, 2013 Shanghai New International Expo Center Hall N5 · Stand 5F03

Media Transasia (India) Ltd 1, A & B, Diamond House, 35th Road, Linking Road, Bandra West, Mumbai - 400 050 Tel: 91 22 26053702-06 Fax: 91 22 26053702-06 Email: [email protected] Contact: Mr. Xavier Collaco

ITALY Ediconsult Internazionale s.r.l. Piazza Fontane Marose, 3-16123 Genova Tel: +39 010 583684 Fax: +39 010 566578 Email: [email protected] Contact: Mr Vittorio Negrone JAPAN Echo Japan Corporation Grande Maison Rm 303, 2-2 Kudan-kita 1-chome, Chiyoda-ku, Tokyo 102-0073 Tel: +81 3 3234 2064 Fax: +81 3 3263 5065 Email: [email protected] Contact: Mr Ted Asoshina MALAYSIA Publicitas International Sdn Bhd. S 105, 2nd Floor, Centrepoint Lebuh Bandar Utama, Bandar Utama 47800 Petaling Jaya, Selangor, Malaysia. Tel : 603 7729 6923 Fax : 603 7729 7115 Email: [email protected] Contact: Ms Shallie Cheng

THAILAND Media Transasia Thailand Ltd 14/F, Ocean Tower II, 75/10 Soi Wattana, Sukhumvit Soi 21, Asoke Road, Klongtoey, Prakanong, Bangkok 10110, Thailand Tel: +66 2 204 2370 Fax: +66 2 204 2391 Email: [email protected] Contact: Mr Gaurav Kumar UNITED KINGDOM The Powers Turner Group Gordon House, Greencoat Place London SW1P 1PH, United Kingdom Tel: +44 (0) 20 7592 8300 Fax: +44 (0) 20 7592 8301 Contact: Mr Chris Morgan USA Riverside Media 159 Main Street, 2nd Floor, Lake Placid, NY 12946, USA Tel: +1 518 523 4794 Fax: +1 518 523 4708 Email: [email protected] Contact: Ms Christina Eccleston Marston Webb International 60 Madison Avenue, Suite 1011, New York, NY 10010, USA Tel: +1 212 684 6601 Fax: +1 212 725 4708 Telex: (023) 420773 BRANINT Contact: Ms Madlene Olson

AHCT Mar 2013

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CONTENTS V o l um e

3 8 M ar ch

20 13

DRINK

mANAGEmENT

16

Learning on the the job

38

Coffee – drinking drinking in the prots prots

46

Top class glass

52

What do you put inside inside a pizza oven? oven?

EQUIPmENT

mARKET REPORT

22

Infrastructural Infrastructur al imperative in China

44

Pachyderm production

ht i h K ia

Oven magic

EENTS AND ExHIBITIONS

NEWS INDUSTRY

6

A urry of openings; why hoteliers should should ‘like’ on Facebook; what business travellers do when they’re not in bed

56

How minibars can be (green) cash cows; speedier, ufer omelettes; cutting-edge knives from Germany

62

Events calendar

64 66 68 70 72

HOFEX previewed FHV previewed HORECA previewed HOTELEX previewed SIAL previewed

74

Who’s moving where

PRODUCT APPOINTmENTS

CUlINARY

58

Advertisers’ Inde

German wine wine makes a splash in HK; classy coffee; zingy new energy drink

NowoniPad Avaa Avaa   App str

52 TECHNOlOGY

26

A system for selling

30

Rewarding renovations

34

The rise and rise of the bakery business business

DESIGN

FOOD

APRIl

• Recruitment • Security • Dairy products • Beer • Jam • In-room safes • Outdoor furniture • Bakery equipment mAY

• Housekeeping • Japan • Customer Relationship Management • Salmon • Wine • Minibars • Uniforms 4

A H C T Mar 2013

ADA Alpha International Athena Tableware Barry Callebaut Beech Ovens Boncafe Franke Global Hotelware Hi AiM Hofex Hotelex La San Marco Lamb Weston Laureate High Education Group M.Schaerer Manitowoc Meiko Melitta Ming Fai Nespresso Pevonia Rancilio Renato Ovens, Inc Safemark Santos SATS SIAL Villeroy & Boch WMF Worldhotels

33 61 51 47 55 37 39 49 63 67 69 IBC 25 19 43 27 9 45 29 OBC 20 & 21 13 53 11 59 15 71 IFC 41 60 AHCT Mar 2013

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Hanoi calling

Nicely Dusit Fresh off the heels of a project launch in Nairobi, Kenya, and a joint venture announcement announcement that will see 5,000 hotel rooms developed throughout China by 2020, hotel management company Dusit International has announced a new dusitD2 hotel in Khao Yai, Thailand. The 79-room hotel, scheduled to open Q4 2014, will be part of Phuphatara Khao Yai, a residential development by Vilailux Development Co. The hotel, dusitD2 khao yai, will be managed and operated by Dusit International. Of the villas and condominiums to be built at Phuphatara Khao Yai, several will be part of a leaseback rental pool programme. “Offering classic Thai hospitality with

Tibbitts tidbits The First Annual Annual Fred Tibbitts & Associates “A Winter Evening in New Delhi with Very Special Friends” was held at the Westin Gurgaon and hosted by Phillips Foods Asia. American hospitality guru guru Fred Tibbitts said the event was designed to recognise hospitality excellence, provide scholarships and make charitable contributions to benet those less fortunate.

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a modern and chic touch, dusitD2 is one of the most promising brands of the Dusit family,” said Dusit International managing director and CEO, Chanin Donavanik. “We are excited to add dusitD2 khao yai to our development pipeline and are condent it will be a great addition to the Phuphatara Khao Yai development.” dusitD2 khao yai is a winery/ vineyard concept with a grill restaurant, banquet-style meeting room, outdoor event lawn, a hot spring spa and multipurpose library. The Phuphatara Khao Yai development development is located 13 kilometres kilometres from Khao Yai National Park, and was recognised by UNESCO as a World Heritage site in 2005. With easy access to scenic mountain ranges, waterfalls, family-run dairy farms and charming vineyards, Khao Yai is emerging as one of Thailand’s Thailand’s top new holiday holiday destinations.

Tom Hayden, Hayden, one of the founders and leaders of the American student movement in the 1960s and a peace activist during the Vietnam War, returned to Hanoi last December to burrow through his history in the city, as well as a warren of subterranean rooms he’d last visited when bombs rained on this war-torn city. During four visits between 1965 and 1973, when he was married to the actress Jane Fonda, US bombing raids drove Hayden and other hotel guests into an air raid shelter that the Sotel Legend Metropole Hanoi unearthed last year and established as a memorial. “In 1965, 1967 and 1973, there was life and spirit t here,” said Hayden, who is now 73. “More dim lights. Benches. Chairs. Lots of people together. The hotel staff were very friendly. A circle of humanity.”

With 700 rooms, the JW Marriott Hotel Dhaka will be the biggest in Bangladesh. The hotel – part of a mixed-use development that is currently under construction – is located in an emerging location in the middle of the city and will feature three restaurants, two bars, a spa with eight treatment rooms, and 2,280 square metres of meeting space. Marriott is marketing the hotel as a prime destination for luxury dining in the social centre in Dhaka. A Marriott Courtyard is also under construction in the city.

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HOTELEX Shanghai 2013 HOTELEX sneak peek One of the largest and most professional exhibitions in the hospitality industry, HOTELEX Shanghai is due to run from April 1-3 at the Shanghai New International Expo Center. The exhibition contains ten differently themed sectors including catering equipment & supply, bakery, tableware, textile, appliance & amenities, IT & security, tness & leisure, food &

beverage, coffee & tea and wines & spirits. HOTELEX Shanghai 2013 will occupy an exhibition area of 160,000 square metres, an increase of 32% compared with 2012. International pavilions from Italy, Spain, USA, Germany and Japan will be at the show along with 1,500 leading industry brands.

Here we go Indigo Hotel Indigo Hong Kong Island – which is due to open this spring – is the culmination of a ve-year project to create an architecturally compelling building at the forefront of global hotel and environmental design. The property is set over 29 oors, with with 138 individually styled rooms that capture the t ruly intriguing and dynamic environment in which it resides. Wrapping the building is a striking gold dragon, functioning as an “eco-screen” to counteract hot spots and solar gain. The rooftop features features Skybar and and a dramatic innity glass-bottomed pool suspended above the hustle and bustle of Wanchai. Indigo was designed by architects Aedas International. Meanwhile, Bryan Gabriel has been appointed GM of the property. property.

On the road, on business Biggest in Bangladesh

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Today’s business travellers travellers are surprisingly social on the road, according to a recent survey by Four Points by Sheraton. Aside from sleeping, sleeping, for instance, survey respondents indicated that enjoying the hotel bar or restaurant with colleagues or business partners was their number one activity during free time, outpacing time spent in the gym, spa, shopping or catching up with local acquaintances. In addition, business travellers are good networkers, with nearly two-thirds of those surveyed reporting that they have kept in contact with someone they met on the plane or at the hotel while travelling on the road. About that ight, though: business travellers draw draw the line with their own colleagues, as more than 60% indicate that they would prefer

to y alone rather than with a business associate. These are among among the results of a 2012 hotel business travel study commissioned by Four Points that polled a total of 6,000 business travellers globally – 1,000 each from the US, the UK, China, India, Germany and Brazil. “Business travellers have a real need to connect on the road – both virtually and in person,” said Brian McGuinness, Starwood’s senior vice president, specialty select brands. “Our survey results reveal that road warriors are social, preferring to network or to relax in the company of colleagues rather than just enjoying solitary pursuits.” pursuits.” A key nding revealed revealed that during their waking hours, business travellers frequent the hotel restaurant or bar with colleagues more than other activities.

Aside from sleeping, sleeping, which, not surprisingly, surprisingly, is the activity that occupies the largest share of travellers’ time at a hotel, hanging out at the hotel bar or restaurant with colleagues or business partners is the top ranked activity on the road. The largest share of respondents (43%) named this activity, outpacing other pursuits such as going to the gym (39%) or spa (37%) or shopping (34%).

AHCT Mar 2013

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Tally ho, jumbo

Anantara trio

Beloved of ladyboys, royalty, international sports stars and pretty much anyone who enjoys a rollicking day out, the 2013 King’s Cup Elephant Polo Tournament is set to take place in Hua Hin, Thailand, in late August. Organised by Anantara Hotels, Resorts and Spas, the high-prole charity event has raised more than US$600,000 to help the country’s elephants over the past dozen years.

Mövenpick goes colonial The new all-suite wing of the Mövenpick Mövenpick Heritage Hotel Sentosa was once a barracks for British artillerymen during World War II. Now it has been meticulously restored and fully updated with contemporary comfort while offering guests a sense of history. The three-storey three-storey Heritage Wing now features 62 suites, an all-day restaurant, Tablescape, Tablescape, and a 250-brand 250-brand whiskey lounge – WOW or World of Whiskeys – which is directly afliated to Waldhaus am See in St Moritz, recognised for having one of the largest collection of whiskeys in the world. During restoration by Singapore’s

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A H C T Mar 2013

DP Architects, the wing’s atmospheric original features such as colonial doors, window frames, high ceilings, wide corridors and other architectural details were fully renovated to their former glory. The building’s colonial ambience was also enhanced by contemporary ourishes. For example, a 4.8-metre Y-shaped Y-shaped table crafted from from a single piece of Indonesian teak has become a design focal point in the WOW whiskey bar in addition to full granite tabletops and oversized kerosene lamp chandeliers. Taking inspiration inspiration from Singapore’s Singapore’s culture and tropical climate, the designers also incorporated atmospheric fans (as well as air-conditioning), oor-toceiling windows, slate bathroom oors, patchwork carpets, natural wood nishes and local design motifs.

Beds in the east Global accommodation wholesaler Hotelbeds has acquired JBS, a USbased company dedicated to the Chinese accommodation wholesaler market. Hotelbeds and JBS will work to build on relationships with tour operators and travel distributors in China to drive more business to all destinations in the US. This will include maximising and increasing the partnerships both companies have with hotels and destination services providers. Together the businesses aim to become the signicant player in accommodation and destination services between China and the US. The China outbound outbound market is expanding rapidly due to growing consumer wealth plus the easing of visa regulations. The US has become an increasingly important destination for China. It currently represents about 5% of total US inbound tourist expenditure and is expected to grow at rates of over 25% per year in the next ve years. Javier Arevalo, regional managing director, Hotelbeds Americas said: “JBS is a well-respected company that has built up a strong position in the ‘China to US’ market. We saw a business that matched our plans in the region and a management team focused on growth. We are delighted that they are now working with us to maximise the opportunities between both markets.”

Anantara is celebrating celebrating three new properties this year – two in China and a third in the UAE. Anantara Dubai Palm Jumeirah Resort Resort & Spa, the group’s rst Dubai property, is due to open in September. Designed to reect the brand’s Asian heritage, the 293-room ve-star resort is located on the crescent of Dubai’s iconic Palm Jumeirah. Joining the Hainan hospitality frenzy, frenzy, Anantara Sanya Sanya Resort & Spa offers offers 122 guest rooms, suites and private pool villas, with an emphasis on spa accommodation. Spa Pool Villas face the ocean and embrace 500 square metres of living space, including a secluded pool oasis surrounded by lush gardens, with private trails to the shoreline. Lastly, in Yunan province, Anantara Xishuangbanna Xishuangbanna Resort & Spa is located in one of the most scenic areas of the country, country, with 84 deluxe guest rooms, as well as 21 one, two and three-bedroom pool villas.

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A new hotel for a new town

AnantaraXishuangbannaResort&Spa

AnantaraSanyaResort&Spa

InterContinental Hotels Group is developing a Holiday Inn at Mugaon, the second town under development at Lavasa, India. Holiday Inn Lavasa, Mugaon, a 200-room mid-scale hotel, is expected to open by 2015. Lavasa, India’s India’s rst planned hill city, is located in the west of the country in the picturesque landscape of the Sahayadri Mountains, amid seven hills and with 60 kilometres of lakefront. A three-hour drive from Mumbai and an hour’s drive from Pune, the city is one-fth the size of Mumbai. Mugaon, located close to the rst town, Dasve, is being developed as a residential, educational, business and commercial hub. Major attractions in the new town are the town centre with shops, cafés, cultural institutions, spiritual centres, schools and colleges, sports academies such such as Manchester City Football Academy, Nick Faldo Golf Academy, Academy, and a Space theme Park and a Hollywood/ Bollywood-style theme park.





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Watch out, here comes Starwood Starwood Hotels & Resorts Worldwide is planning to open 30 hotels over the next 12 months. Half of the new Sheraton hotels will open in China, lengthening Starwood’s lead as the largest upscale global hotel operator in Asia-Pacic. “Sheraton is anticipating recordbreaking growth, putting us on track to open our 500th hotel in 2015 – the majority of our new hotel development is taking place in the world’s world’s fast-growing economies, while in North America, Sheraton remains one of the most sought-after brands for conversion opportunities,” said Hoyt Harper, global brand leader for Sheraton Hotels & Resorts. Sheraton is slated to open 15 new hotels across China over the next 12 months, moving it closer to its target of

Rebrand plan Formerly known as Kosmopolito Hotels International, Dorsett Hospitality International has streamlined its hotels into three brands, each catering to a different type of traveller. Dorsett currently operates 16 hotels with eight more underway in key Asian cities. Its brands include d.Collection, a series of upscale hotels in prime locations carefully chosen for their proximity to the pulse of each city; Dorsett Hotels & Resorts, comprising the upscale Dorsett Grand hotels – offering a tasteful and rich hospitality experience – and midscale Dorsett Hotels – contemporary urban hotels in central locations; and the value-led Silka Hotels which embrace convenience, speedy service and attractive room rates. Winnie Chiu, president and executive director, said: “With the group rebranded as Dorsett Hospitality International, we will continue to focus on offering an Asian experience and culture to discerning travellers looking for quality accommodation at excellent value, complete with the essentials of a great hotel experience.”

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A H C T Mar 2013

WinnieChiu,DorsettHospitalityInternational

Looking good The Asia-Pacic division division of Worldhotels has recorded higher revenues for the past year and brightened prospects for future growth. Overall APAC revenues climbed 7.3% over 2011 as several new properties joined the expanding Worldhotels network in Asia. With Worldhotels recently bolstered by technological advances and new strategic alliances, the group sees its Asia-Pacic region as continuing to sparkle throughout 2013. Worldhotels generated US$108.2 million in revenue for its member

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Heading north

Slotting very neatly into Starwood’s Luxury Collection, Vana Belle on Koh Samui is the brand’s third property in Thailand. The resort features features 80 pool suites and pool villas, with expansive outdoor spaces, breathtaking views and total privacy. Inspired Inspired by the Thai denition meaning ‘beautiful forest’, Vana Belle is enveloped in lush foliage and tucked

Hilton Worldwide has signed a multi-unit management agreement with BG Group of Hotels to manage four hotels, marking the company’s entry into Australia’s Northern Territory and and the introduction of the DoubleTree DoubleTree by Hilton brand into the country. The properties, currently operating and subject to conversion works, will join Hilton Cairns as a portfolio of ve BG Group of Hotels properties being operated by Hilton Worldwide. The rebranded rebranded properties will join Hilton Worldwide’s existing portfolio of 15 hotels in Australasia and include Hilton Darwin, DoubleTree by Hilton Darwin, DoubleTree by Hilton Esplanade Darwin, and DoubleTree DoubleTree by Hilton Alice Springs, making a total of 751 rooms. Ashley Spencer, Spencer, vice president, president, operations, Australasia, Hilton Worldwide, said: “We have been looking to enter into the Northern Territory for some time and to be working with BG Group of Hotels is a privilege. We are committed to making these properties the leading full-service hotels in the market.”

away in the white sand cove of Chaweng Noi Beach. As an extension of the resort’s luxurious accommodations, Vana Spa features relaxation areas, steam facilities, a fully equipped tness center and four treatment rooms. Vana Spa also offers a comprehensive menu of locally inspired experiences and signature treatments.

openings in China, Sheraton is also expanding its portfolio in other fastgrowing markets within Asia Pacic. New openings this year will include Sheraton New Caledonia Bourail Resort and Spa in New Caledonia and Sheraton Chandigarh Hotel in India.

properties in Asia-Pacic last year, a 7.1% increase over 2011. Reservations for the region were up 7.8%. Globally, the group exhibited strong performance as well, with GDS sales for the year increasing 4.7%, and OTA room booking ascending by a remarkable 55.8%. The release of version 3 of the Resmaster hotel booking engine represented a signicant enhancement to the Worldhotels technological advantage. Member properties that switched from Resmaster V2 to V3 during 2012 saw total revenues for the year jump by 22.34% on average, a noticeably larger leap than their average revenue in the previous year. With innovative features that add exibility and ease to the booking process, Resmaster V3 better enables hotels to drive direct room sales and decrease dependence on third parties. The new engine also helps increase increase hotel prots by providing up-selling opportunities such as room upgrade options and dynamic rooms and services packaging. A pay-per-click advertising module that enables real time rates and availability to appear in relevant Google Maps and Google Places pages is one of the many other advantages of the engine.

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SheratonHuzhouHotSpringResort

80 properties in the PRC by the end of 2015. One of the more notable openings openings this year is Sheraton Huzhou Hot Spring Resort, which boasts an innovative ringshaped structure designed by leadingedge architect Ma Yansong. Yansong. In addition to the urry of new hotel

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EXPERIENCE COUNTS

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www.SAFEMARK.com AHCT Mar 2013

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Feast for the senses

The whole nine yards

Bali’s new dining destination is Sundara, the beachfront restaurant at Four Seasons Resort Bali at Jimbaran Bay. Helmed by executive chef Greg Bunt and the restaurant’s general manager Jan-Peer Lehfeldt, Sundara feels modern yet relaxing, cutting-edge yet natural. The menu is eclectic eclectic and international. Designed by Koichi Yasuhiro Yasuhiro from Tokyo’s renowned Design Studio SPIN, the beachfront Sundara features 2,923 square metres on two levels, including a variety of indoor and outdoor settings.

Le Méridien Hotels & Resorts is embarking on an opening spree in Asia, with a total of nine new hotels set to start welcoming guests by the end of 2013. Target locations include Bali, Zhengzhou, Zhengzhou, Ho Chi Minh Ci ty, Dhaka, Qingdao and the Indian hill station of Mahabaleshwar. With the strongest portfolio and performance levels in t he brand’s history, history, Le Méridien has seen more new hotel deals signed in the past year than in the previous four years combined. “Le Méridien has soared under Starwood, with a new design perspective and truly unique positioning that helps guests unlock their destination through culture and cuisine,” said Brian Povinelli, global brand leader, Le Méridien and Westin Hotels.

Two soaring soaring Balinese-style pavilions pavilions create a distinctive rooine, while i nside the décor combines Bali’s unique artistic heritage with an ambiance of relaxed luxury.

ShwedagonPagodainYangon,Myanmar– BestWesternistotakeadvantageoffriendlier investmentrulesinthecountry

Go Best Western Best Western International, one of the world’s world’s largest hotel chains, will open its rst Myanmar property in 2013, taking advantage of friendlier investment rules and a shortage of rooms in the country. The US-based group group is considering considering locations including Yangon and Mandalay, Mandalay, the nation’s two l argest cities, for the hotel, according to Glenn de Souza, Bangkok-based vice president of international operations for Asia and the Middle East. Myanmar’s president Thein Sein is seeking to transform the Southeast Asian nation into a democracy and modernise its nancial and private infrastructure

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after ve decades of isolation. He signed a foreign investment bill in November that cleared the way for multinationals to spend more in the formerly military-run nation. “There are huge opportunities in the country, following new investment regulations,” de Souza said. “The hotel sector is severely under-supplied, especially in the mid-scale segment, so there will be big opportunities for rst movers.” International visitor arrivals to Myanmar, excluding border crossings, more than tripled to 593,381 in 2012 from 2008, gures from the nation’s ministry of hotels and tourism show. The total number of hotels in the country climbed 27% to 787 in the same time, the data shows.

9   ss

Southside bound Ovolo’s heading to the south side of Hong Kong Island, opening two new properties – a seaside hotel and a warehouse conversion. Within the warehouse turned 162room hotel, guests will have access to a fully-equipped gym and three Ovolooperated food and beverage outlets – including an expansive lounge, international restaurant, and a trendy rooftop bar. And at the seaside seaside property, property, guests can look forward to a contemporary interpretation of coastal living through sleek cool interiors with a special focus on room design and communal spaces. The seaside hotel will feature 85 rooms, a spacious lounge, and a 24/7 tness centre.

The new patented technology or controlling and profling the brewing temperature The XCeliu system enables the temperature of the brew water to be set dynamically, with an increase or decrease of up to 5°C (9°F) durin g the 25-30 seconds it takes for each indivi dual delivery. This technology brings out distinctive avor characteristics of each blend or single origin. Qualied by World Coee Events WCE 2011.

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Fresh cheese Classied, Hong Kong’s premium cheese retailer, has opened its eighth store. Located in the heart of the business district, the latest outlet occupies a space on the rst oor of Central’s New World Tower. The new store store continues the Classied Classied tradition of offering a wide selection of quality cheeses, boutique wines and homemade breads. As well as tempting tempting connoisseurs with its cheese counter, Classied New World Tower also caters to on-the-go on-the-go executives with its range of takeaway gourmet sandwiches. A hot food station serves homemade soups and pastas throughout the day. Founded in 2006, Press Room Group’s portfolio currently counts 12 restaurants spread throughout Hong Kong.

Classied’snewstoreinHongKong’sCentraldistrictwilljoinitsexistingoutletssuchasitsStanleybranch

Facebooking it Most hotels will have booking engines integrated into their social media channels and mobile websites in 2013. That’s according to a survey survey by TravelClick, a global global provider of revenue revenue generating solutions for hoteliers. Nearly half (48%) of the approximately 400 global hotels surveyed have a booking engine on Facebook or another social media channel. Of those that do not have a booking channel on social media, approximately half (22.5% of the 52%) plan to integrate one in 2013. “With so many users relying on

Facebook for research and i nformation, it is critical that hotels make it easy for consumers to use Facebook to initiate a booking,” said Jason Ewell, executive vice president of media, web solutions and business intelligence. Mobile-enabled websites and applications are also gaining in popularity among hoteliers. Half of those surveyed indicated that they have an application that allows users to book rooms on their tablet or smart phone. Of the remaining 44%, 23% plan to add booking functionality to their mobile site in 2013.

Happy Papi birthday Hong Kong’s Papi Italian restaurant recently celebrated its rst anniversary by introducing a range of new small plate dishes. The large single-oor restaurant, with the capacity to seat 60 diners, features a show kitchen and offers fresh and seasonal dishes.

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GlionHospitalityManagementSchoolsays manyofitsstudentsarerelocatingtoAsia forcareerprogression

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InstituteforTourismStudies inMacau–exposing studentstoawidespectrum ofexperiencegivesthem theopportunitytondthe areathattheyaremost interestedin

acilities and services. ese types o hotel developments are known as ‘integrated resorts’, which are ully sel-contained and can be served as a destination by themselves,” she says. “On the other hand, many hotels are also trying to pursue the niche markets by specialising and providing more intimate services, catering to a relatively small but highly potential market. This ‘boutique hotel’ concept has been around or years but the trend still goes on.”

TRAINING FOR TOMORROW As hotels become increasingly specialised, hospitality students can benet from developing niche knowledge as well as all-round skills, writes Helen Sloan

Building on all-round skills

Pic:InstituteforTourismStudies

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aking in urban spas, beach resorts and MICE destinations, hotels today oer much more than just a bed or the night . For sta, the demands o a jet-setting conerence attendee will be very dierent rom those o a honeymooning couple on a once-ina-lietime luxury break. Meanwhile, expertise is also needed across areas ranging rom retail sales to event organisation. ere are many courses available in hotel management, and the best o these deliver the training, knowledge and specialised skills essential or today’s astmoving industry.

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Diversity and branding Anouk Tenten, partne rship manager at Glion Online, the Swiss-based training organisation, says the big trends or 2013 are increased competition and the need to distinguish strong brand awareness within the evolving marketplace. She also notes that the huge growth o the industry in Asia means that it can be dicult or hotels to recruit suciently qualifed sta. But trainees, local and international, are looking to the region or their utures. “Asia is one o the highest growing markets within the hospitality industry,” Tenten says, “and we ind most o our

Pic:InstituteforTourismStudies

students relocating to Asia or career Kong Polytechnic University remarks that progression.” travellers are increasingly sophisticated as Jacqueline Peng, rom the China oce oce well as numerous. o the Swiss Education Group (SEG), “Consumers are becoming more notes: “e United Nations and the World demanding, both or outstanding services Tourism Tourism Organization predicts that China and or unique experiences,” she says. “With may take the place o the most popular the advancement o IT, consumers are more tourism destination rom the current top knowledgeable about product oerings and country – France – by 2020.” She observes pricing.” that this is likely to have an impact on Anot her tre nd is tha t hot els are related areas, including aviation and luxury becoming “bigger and smaller,” according brand management. to Dr Connie Loi, an assistant proessor Proessor Cathy Hsu, associate dean rom the Institute or Tourism Studies at the School o Hotel and Tourism (IFT) in Macau. “e big hotel projects are Management (SHTM) at the Hong increasing in their size and their variety o

“As hospitality is a diverse industry, it is vital that as a manager, you have a diversifed portolio and understanding o all sections o the industry,” Tenten says. Glion’s online MBA provides students with a solid grounding through a series o core courses; they can then specialise in areas including asset and revenue management, marketing and innovation. “Once they venture onto their specialisation, students will have a irm set o management skills, enabling them to become decision makers and practice confdently in the feld o their choice.” At SHT M, a sim ila r app roac h is employed. “We have always advised students to have a solid broad-base oundation, plus one or two areas o specialisation,” Proessor Proessor Hsu says. “eir specialistion could be in a unctional area – or example marketing/

AHCT Mar 2013

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human resources management – or an industry segment such as resort/spa/cruise management.” A comp rehe nsiv e Work-In tegr ated Education programme gives the students plenty o hands-on experience. Hong Kong’s Hotel ICON plays a key role here: around 150 students spent time working in the hotel last year, and among that numbers are six pioneers – the frst intake o the 48-week

As hospitality is a diverse industry, industry, it is vital that as manager, you have a diversied portfolio and understanding of all sections sections of of the industry industry Anouk Tenten, Tenten, Glion Online Student soundbites

brar Rrqz  gM at caa ba cartr  h K a a g o MbA tt. wt amt tr a  xpr,  t  tat  t j  t  rar. “T ratt j r m  t  t var takr  rv ,”  a. “it’ a part  a ptat dnA. A ram j r m a  av, a tat  t at 28 ar rk  t ptat tr. tr. nvr a a   tat  r, a   av a pa r t, t k  t mt!” dpt  ma ar  xpr, xpr, Rrqz t  tat  tra  ra: “o  vr tp ar,”  a. “expr a  t  t mv p  a ptat arr.” fr K h i a lk Ka ha, t maamt tt at t ittt ProfessorCathyHsu,SHTM r Trm st  Maa, mt travr rm ar t r  aat. Elite Management Programme. T a  ra t xptat ma tat a r a r  Meanwhile, specialised options at  a ram j – prv rmat, pa trar a at a prmSHTM continue to evolve, as Hsu explains. vr. “T r,” r,” t ar, “ t prt  a t.” “Hospitality design, and brand and luxury K Tra  rrt   x tr  t et Prramm Prramm at t s management are two new models in the  ht & Trm Maamt at h K Pt uvrt. h a MSc programmes as design and branding vr a r avata   ara  paat. “At t mmt, become more important in the competitive i’m   pa maamt at ht icon a i ra k t traqt landscape.”  m rk vrmt,”  a. “n mattr    ar,   Brand management looks like it may t tr t , r Aaa spa tam aa r a am a rax become a valuable specialisation. The xpr r r t.” IHTTI, one o SEG’s schools in Switzerland, T xpr a pq a trt  rk  ra rrt  t tr. has recently established cooperation with Atr vr rt rt trt r t t r r trm trm  t vpmt, vpmt,     brands including Paul Smith, Calvin Klein vv maa majr prjt ar t r.

and Alessi. “e creative combination with industry provides education on hotels and design management, consisting o decoration and design or events, interior decoration and design and case studies delivered by proessional industrial experts,” Peng says. At t he I FT, a choice o p rogrammes oered include a new culinary arts management degree launched last year. Dr Loi explains that exposing students to a wide spectrum o experience gives them the opportunity to fnd the area they are most interested in. “Specialisation is a natural evolution when they start working in the industry and become more experienced and seasoned in the area that they have chosen,” she says. “Ater all, it is very dicult or one to excel in multiple areas.”

KenTran(farright)withother48-weekEliteManagementProgrammeinternsattheSchoolof HotelandTourismManagementatHongKongPolyU

“The online MBA from Glion is a perfect match for busy hosp hospitality itality professionals anywhere in the world...” Philippe Le Bourhis General Manager, Novotel Bangkok on Siam Square, Thailand, Glion Online MBA student

Glion Institute of Higher Education

Glion’s Suite of Online Programs:

Ranked number 2* among all international hospitality management schools in the world for an international career, Glion’s 100% online programs are dedicated to developing executive talent for the global hospitality and wider ser vices industry. industry. As a market leader in hospitality management education education and with close ties to the industry, industry, Glion delivers tailor-made online programs for corporate partners and individuals. Contact us for more information.

• MBAinInternationalHospitali MBAinInternationalHospitalityand tyand ServiceIndustriesManagement ServiceIndustriesManagement • PostgraduateProgr PostgraduatePrograms ams • ProfessionalDevelopmentPr ProfessionalDevelopmentPrograms ograms

For more information visit: www.gliononline.com Email: [email protected]

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A HC T Mar 2013

*Statistically, Statistically, three institutes occupy this ranking position (TNS Global Survey, September 2010).





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WorldhotelGrandJunaWuxi BanyanTreeShanghaiontheBund

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Worldhotel’sRolandJegge BanyanTreeisexploringmoreopportunitiesto launch“UrbanOases”suchastheBanyanTree ShanghaiontheBund,accardingtoAbidButt, thegroup’sglobalCEO

EastBeijing–alively andcontemporary approachcombining businesswithlifestyle MichaelFaulkner,generalmanagerEast,Beijing

Too much room

at the inn? China’s booming economy and growing middle class has attracted the attention of the world’s hoteliers, leading to properties being built in locations without the infrastructure to support them, Michael Taylor writes

H

aving opening in mid-September 2012, East Beijing is one o several hotels to launch in the Chinese capital last year, with more on the way. With 36 9 rooms and 23 studios, i t targets tech savvy business travellers between 30 and 45. e challenge it aces is how to distinguish itsel rom other properties in an increasingly crowded market. “We have successully dierentiated ourselves rom other hotels in Beijing by providing a lively and contemporary approach combining business with liestyle,” says Michael Faulkner, general manager, East Beijing.

to experience some saturation when it comes (March 2013). It has also opened urban to hospitality supply.” spas in frst-tier cities. The Twelve at Hengshan, Shanghai, “e challenge or Anantara is getting a Luxury Collection Hotel, opened in the brand known in China,” says Mark November last year, with 171 rooms and omson, assistant director, public relations, suites, on tree-lined Hengshan Road in the Anantara Hotels, Resorts and Spas. Spas. “Many ormer French Concession. o our actual marketing programmes are “As a new hotel, we are targeting an not necessarily a call to action, but instead occupancy o about 60% in 2013,” says are meant to reinorce our identity and David Katemopoulos, general manager, brand recall. Twelve on Hengshan. “As China’s economy When it comes to Southea st Asian stabilises and with the world’s heading hotel groups, Banyan Tree has something towards recovery, we should see a much o a frst-mover advantage. It launched its welcomed rebound in occupancy in 2013. frst Chinese property in 2005 in Yunnan Room rates will remain stable with limited Province. It currently manages nine hotels growth as more hotel room supply is and resorts across the country under two scheduled to enter the market in mid-2013.” brands – Banyan Tree and Angsana. ai based Anantara Hotels, Resorts and In addition to building hotels in exotic Spas entered the China market in November locations such as Yunnan or scenic spots with a resort and spa on the southe rn such as Hangzhou, Banyan Tree is now Chinese island o Hainan. A property in exploring more opportunities to launch Yunnan Province will open this month “Urban Oases” such as the Banyan Tree

Wit h its boo min g ec ono my and growing middle class, China has attracted the attention o some o the world’s leading hotel chains. e problem is, while the demand or hotel rooms is growing, the supply o hotel rooms is growing at an even aster pace. “China is currently one o the most competitive markets worldwide with major international hotel brands opening up new branches all over the country almost daily,” Faulkner says. “While the western area o China is still developing and growing, some o the main metropolitan and industrial centres on the east coast are already starting HansLoontiens,generalmanagerRenaissance HarbourViewHotelHongKong

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AnantaraXishuangbannapoolvilla TwelveonHengshan’sDavidKatemopoulos–thinks roomrateswillremainstableasmorehotelroom supplyisscheduledtoenterthemarketinmid-2013

With the new hotels opening up, we are facing challenges in nding qualied employees Sanjiv Hulugalle, Four Seasons Hotel

Shanghai on the Bund, which threw open its doors in November 2012. “The hotel is situated right on the Huangpu River, and each room boasts gorgeous panoramic views o the river and Bund thoroughare beyond,” says Abid Butt, global CEO, Banyan Tree Tree Hotels and Resorts. “We have a new concept called the Banyan Tree Host, which is an end-toend concierge service that will guide and customise each guest’s stay.”

Inrastructural issues I the country is acing an oversupply o rooms, another problem is that hotels are being built in parts o the country that don’t have the inrastructure needed to support them. “ere has been an increasing supply o room inventory coming into the market – sometimes in destinations that are already

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A H C T Mar 2013

saturated or in touristic regions o the Kong, spent more than 20 years working uture where the inrastructure has not yet at our dierent hotels in the mainland been developed to attract extra tourists,” beore moving to Hong Kong in late 2012. says Roland Jegge, executive vice president, He says that one o the key challenges to running a hotel in China is the perception Worldhotels. “Due to this increase in inventory, the that hospitality is not a ‘glamorous’ ‘glamorous’ industry need or qualifed labour has been putting to work in. upward pressure on the payroll expenses “My management style in China or owners and operators and given them was hands-on and engaging associates by challenge in inding qualiied sta – keeping them motivated,” he says. “I always especially in leadership roles.” tried to ensure they were passionate about New World Hotels has properties in what they did and provid e contin uous Dalian, Shanghai and Wuhan as well as training and appropriate tools to ensure they an aliated hotel in Shunde. It will add could perorm their duties well.” properties this year in Guiyang and Beijing, Recruiting and retaining qualifed sta and additional hotel projects are in the seems to be a nationwide problem. Known pipeline. or their quality training programmes, hotels throughout the country are plagued by “Projects that have already been announced include Foshan, Haikou, employers in other industries that can lure Langang, Qingyuan, Shenyang (Expo) their sta with oers o higher salaries and and Zhengzhou,” says Dexter Chia, vice better working conditions. president – sales and marketing, New “With the new hotels opening up, we World Hospita lity, New World Hotels’ are acing challenges in fnding qualifed management company. “New World Hotels employees,” says Sanjiv Hulugalle, general will keep looking into opportunities in the manager o the Four Seasons Hotel Beijing. high potential second and third-tier cities.” So it is our priority to maintain our sta and Hans Loontiens, general manager at provide them with all necessary training to the Renaissance Harbour View Hotel Hong help them develop.”

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E c h n o l o g y

system  selling

A

Central Reservation Reservation Systems are more than just a way of booking guests in. They They are tools which help the property to sell itself, linking up with and managing all marketing and sales channels, whether traditional, online or social media. Donald Gasper asks industry leaders what the latest thinking is regarding CRS and how far their connectivity can logically expand

W

hile hospitality-linked central reservation systems is an area which oers plenty o business opportunities, there are relatively ew companies involved in the Central Reservation Systems

(CRS) space. One company is Trust International, a supplier o complete reservation and distribution services to the hospitality industry, including CRS systems. Its managing director, Richard Wiegmann, says a CRS takes ownership o every aspect o the reservation process, oering a comprehensive suite o products and services that work to engage the customer rom the moment they think about travelling to the ollow-up ater a trip. In addition, CRS providers will typically oer services to help hoteliers develop eective websites that dierentiate their products. A hotelier’s website, he he says, is the most cost-eective channel to build revenue – a 24/7 interactive sales tool. A good CRS provider can help to design and develop it. “Online travel agencies (OTAs) are designed or comparison shopping, so naturally, the inventory becomes commoditised and pricing is oten the deciding actor,” says Wiegmann. “However, the hotelier’s website and its mobile-optimised version provide the perect opportunity to draw attention to the property’s unique details and services to help inuence customer decisions.” e website is also the oundation on which to successully leverage social media strategies, search engine optimisation, hotel blogs, videos, paid search marketing programmes and so on. “We partner with leading internet marketing companies worldwide to bring this entire range o services to hoteliers,” Wiegmann adds.

Direct selling All major CRS providers have internet booking engines (IBE) that allow hotels to oer their services directly to consumers, bypassing the OTAs. ese engines drive trac to hotel websites and maximise conversions. ey accommodate innovative booking packages, opt-in promotions and loyalty rewards or booking on the site to help oerings on the hotel’s website outshine those through other channels.

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TrustInternationalsuppliesreservationanddistribution servicestothehospitalityindustry,includingCRSsystems

Having the use o an IBE is very useul to the hotel as it is much more cost eective than relying on OTAs or business and can oer the option o enabling the property to highlight its brand and unique selling points. e quality o standard booking engines varies widely, according to Kevin King, vice president o e-commerce or MICROS Asia Pacifc, which provides enterprise and property systems to the hospitality industry. King says that what is crucial is not just a property management system (PMS) or CRS but also the web presence a hotel has. “e hotel’s website acts as a digital catalogue and source o inormation or the hotel. More importantly, the hotel website is the channel or guests to make bookings directly to the CRS or PMS.” Bookings made via a hotel’s website with direct connecti ons to MICROS’ OPERA CRS or OPERA PMS carry no ees to the hotels other than their initial investment or the site development, he adds. MICROS recently introduced webHotel, a an e-commerce product and services platorm that leverages OPERA-based hotel and customer data to help attract, persuade and convert internet travel consumers. e end result is an integrated web presence that drives revenue and makes hotels more competitive in the online world. e service includes connections direct to the hotels PMS and allows the hotels better control o content.

There is no limit to how far CRS connectivity can expand ... as technology evolv evolves, es, we’ll harness it to help our hoteliers deliver ever-increasing ever-increa sing levels of customer service Richard Wiegmann, Trust International A CRS enables you to market your your services via paid searches (through Google, Bing, Yahoo, Yahoo, etc.) and to tap into social media, he adds. “It’s important that hotels explore all available channels, in addition to OTAs, to attract potential guests ... channels that help reduce the cost o the booking, and direct potential guests to the hotel’s website.” Once a potential customer has landed on the hotel’s page, what can one do to persuade them to book? “Make it simple,” says King. “It’s all about keeping the customer inormed o what the price is and what special oers are available. “e booking process and workow should be simple, clean and resh. Many bookers drop out o the booking process online i the process is too complicated. Many sites have the ability or travel agents and corporate accounts to book direct; this helps reduce costs or the hotels and streamlines the booking process or agents.” For both the hotel and the guest this option is a lot cheaper than going through an OTA. “Many hotels oer their best available room rates only when one books direct,” King says. “Many oer pre-purchase rates which can be very good, however the downside is that once you’ve purchased you can’t get a reund.” On the other hand, Wiegmann notes that while it is good or hotels to develop their own websites, rom a distribution perspective, bookings through OTAs continue to be a key growth market and drive business or hotels. “You have to work with them,” agrees King. “It’s a channel to bring you business. But once you’ve ve got that business you can try to hold on to it.” e hotel can use the inormation that it has gained to target marketing to the guest, who will be better served by booking direct ater that. ey will then beneft rom better rates, loyalty programmes and so on.

From lookers to bookers Wiegmann says that 97% o customers do not purchase on the frst website visit. “One o our key strengths is in converting that 97% rom lookers to bookers. We have developed a ull spectrum o support services that help hoteliers maintain the relationship

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Thequalityofstandardbooking enginesvarieswidelysays MICROSFidelio’sKevinKing

MICROSisusingSiteMinder’sdirectconnectivityplatform,theRoom DistributionExchange,topoweritsChannelManagerinAsia

For these reasons a good CRS must be able to connect cost eectively with business intelligence systems, PMS, back oce and sales, which were once completely disparate. Wiegmann says that his frm’s sotware provides the tools to act upon knowledge about guests’ preerences and build a comprehensive, customer-centric view o a hotel’s business. “e secure centralised profle management, accessible rom any point o sale, ensures accurate profle inormation and guest recognition.” Guests are able to manage their own profles to share as much or as little inormation as they desire, he says. e sotware has multiple levels o security to ensure privacy is maintained. is ully integrated solution makes guest loyalty programmes a breeze. e automated system identifes hotelier’s most loyal customers, enabling the hotelier to oer VIP services and other recognition initiatives that drive long-term business growth. “Guests appreciate the personal touches such as rooms prepared to their preerences, wine or chocolates delivered to the room, or a host o other amenities, all made possible through our sotware.”

Latest developments MICROS recently announced that the launch o its Channel Manager was commencing in the Asia-Pacifc region. is provides ull two-way connectivity between more than 130 o the world’s leading online booking channels and MICROS’ OPERA, ORS and myfdelio.net products. e frm has chosen to utilise SiteMinder’s direct connectivity platorm, the Room Distribution Exchange (RDX), to power its Channel Manager or the region. RDX is an industry standard platorm allowing hotel systems and online booking channels around the world to connect directly over the web without requiring the use o third-party distribution intermediaries. RichardWiegmann,Trust International–CRStakes Meanwhile, Wiegmann says that Trust continues to ownershipofeveryaspect ofthereservationprocess introduce new technologies to keep it in the oreront o booking unctionality, with a ocus on breakthroughs in proftability and perormance or its client hotels. with these potential customers through multi ple channels to “We are advancing our social media tools to urther help inuence uture bookings.” hoteliers target prospects, increase bookings, inuence search When a website visitor wants the personal t ouch, a CRS engine optimisation and deliver cost eective and eicient acilitates the communication through online chat and other social customer service. Several new technologies and enhancements media channels, as well as through traditional call centre services. are currently in the works and we expect to be announcing As guests go through the booking process, the CRS helps details on them later this year. Most recently, we launched the hoteliers interact with them in the guests’ preerred way o multi-property version o Trust|GuestBooker, Trust|GuestBooker, and the new CRO communication, such as email chat or callback services, all Module Trust|CRO. supported by call centre services. In addition to website design “In our ongoing eorts to oer the broadest range o direct and customised implementation o internet booking engines, connects,” he adds, “we recently added new partners including such systems assist hoteliers in creating customer impressions by Tablet, Travelusion, RoomKey, Global Hotel Exchange and many providing search engine optimisation, pay per click advertising, more, in addition to extending our relationship with Google, web analysis and email marketing. which is a tremendously in-demand connection. Developing strong customer relationships requires the “ere is no limit to how ar CRS connectivity can expand. identifcation o individual guests and their profles, as well as a As technology evolves, we’ll we’ll harness it to help help our hoteliers hoteliers deliver solid knowledge about their preerences and spending behaviour. ever-increasing levels o customer service.”

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EDGsuccessfullyrenovatedElenarestaurantat FourSeasonsHotelBuenosAires,transformingthe stunningtwo-storeycourtyardrestaurant

E s i g n

We have to be considerate of what we’re we’re doing so that we can successfully balance spending the right amount on the right things to create the most successful venue with the best return Michael Goodman, EDG TheVerandahatTheRepulseBayHongKong

Fresh appeal Whether by making a big splash or by quietly updating a golden oldie, renovation can be a quick, cost effective way to give new life to dated restaurants. Michael Goodman of EDG in Singapore and Hernan Zanghellini of Zanghellini & Holt in Hong Kong share insider design knowledge on how to give the emperor some new clothes. By Rebecca Lo

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A H C T Apr 2013

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 it ain’t broke, don’t fx it. It’s the kind o wisdom that applies to restaurant renovations as well. While the majority o existing restaurants get rehauled due to poor revenue perormance, some just need to be updated to meet today’s codes and standards. at is where restaurant design specialists such as Michael Goodman and Hernan Zanghellini swoop in. Revamping a restaurant, whether it is a sot renewal o urnishings or major rezoning and mechanical work, can turn a dud into a stud. I done well, it can enhance an already proftable venue. And at a raction o new construction budgets, it is really about squeezing as much value out o each renovation renovation dollar as possible. Zanghellini arrived in Hong Kong rom Chile by way o Australia and Brunei. e e architect works at a breakneck pace and is one o the city’s most prolifc restaurant designers, commanding his studio o 14 to push the envelope or produce good bread and butter work, depending on budgets and schedules. Approximately 40% o his work is in Hong Hong Kong, and the rest spread across Asia in China, Singapore and e Philippines. One third o his projects are renovations, with an average o 25% o the budget o new construction jobs. Zanghellini also understands the owner’s perspective, being a partner in the successul Wooloomooloo

PeakLookoutrestaurantonVictoriaPeakinHongKong(Pic:Zanghellini&Holt)

brand o steakhouses across Hong Kong. One o his trickiest projects recently was Canteen, the popular ast ood Maxim’s operated restaurant in Hong Kong. Landlord Hongkong Land wanted to increase the profle o the outlet, yet the menu and space had to remain the same. “e risk was very high,” acknowledges Zanghellini. “Canteen already had excellent sales and is always ull. We could end up hurting the business ater renovating.” ough the restaurant ended up with ewer seats aterwards, Zanghellini reorganised the L-shaped pick-up line to become more ecient, resulting in a higher turnover and increased sales during the busy lunch rush. During o-peak hours, the comortable, upgraded design met Hongkong Land’s expectations and encouraged patrons to spend more time and more money there. “Canteen was both a challenging and un job,” says Zanghellini with a smile. Goodman is director o restaurant concepts with San Raaelbased EDG Interior Architecture + Design and spends his time between Caliornia and Singapore, where he set up a new studio last year. e frm also has an oce in Bangkok, overseen by Piya amchariyawat. About hal o EDG’s projects are renovations, with considerably lower budgets than new constructions. “It really challenges the designer to think how to get the most

PeakLookoutrestaurantonVictoriaPeakinHongKong(Pic:Zanghellini&Holt)

AHCT Mar 2013

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TheVerandahatThePeninsulaHongKong(Pic:Zanghellini&Holt)

MichaelGoodman,EDG

CanteenfastfoodrestaurantHongKong(Pic:Zanghellini&Holt)

bang or the buck, since most owners are looking or as much market impact as possible,” says Goodman. EDG is currently working on a number o restaurants across the region, including renovating a space in JW Marriott in Hong Kong into a speciality restaurant. “We always try to keep plumbing, heating, ventilation, air conditioning and ducting in their existing locations i at all possible,” he notes. “at gives the project more to spend on guest experience, which is where your returns are. at said, i the operational ow isn’t working, then that would need to be fxed as well, as it also has a negative impact on guest experience.” To deal with lightning speed agendas, Goodman likes to “build a lot o the restaurant o site, and then install it as a kit o parts. It costs a bit more to do, but there are times when it’s worth it due to the shortening o schedules.” “At JW Marriott, we are working with a tucked-away restaurant with limited visibility within the hotel. We also had the challenge o an odd shaped ootprint and a very open, cavernous room. We addressed this by creating better visibility to the hotel arrival and dividing the restaurant into dierent salons that makes the space eel more intimate and inviting.” e restaurant is slated to open in July this year. “At Four Four Seasons in Buenos Aires, the bar was in the middle o the hotel but the restaurant was near the entrance. In this project, we ipped the bar to the street side and gave it its own entry, as diners

changing clothes and make-up,” he says. “It can be a two day job. But once we start looking at the ceiling, we may fnd corroded pipes, have to rework the mechanical and electrical or deal with waterproofng. We don’t have the impact o a new construction, but we may have spent 75% o the budget. “With a renovation, we have to revisit what c an be done better. In some o our best jobs, the operator or owner can recover the renovation costs in as little as three months. at would never happen in a new construction.” Goodman advises owners to be reasonable with expectations. “Everyone wants a huge impact and a huge return, but or sure budget will aect that. At the same time, designers need to understand that we need to be responsible when we’re working with other people’s money. We have to be considerate o what we’re doing so that we can successully balance spending the right amount on the right things to create the most successul venue with the best return. “Because design impact, guest and service experience and operational fnesse are all vital to success, you want to look or a designer with solid track records in those areas.” For Zanghellini, his avourite projects are classic restaurants that resonate with the community but need makeovers. His work or e Verandah at e Peninsula Hong Kong and e Rep ulse Bay, also in Hong Kong, involved a light hand since its patrons would

















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Fonterrachocolatecherryslice

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The market for Western-style bakery products shows no sign of slowing down, writes Daniel Crefeld Fonterravanillaraspberrybuttercake

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ueled by a growing awareness o international cuisine and the continuing expansion o high-end hotels and restaurants across the region, the market or Western ood and wine continues to grow exponentially in Asia. Manred Kohlen, senior regional advisory che Asia-Middle East at Fonterra Brands Singapore, says that Western-style bakery and pastry products are fnding a huge audience in Asia. “It is bliss to see how well perceived these products are and how ast-growing the customer base is already,” Kohlen enthuses. “We now have patisserie and bakery shops with attached classy coee shops oering innovative products with an elegant Asian twist.” Fonterra is one o largest providers o dairy products to the ood service channel worldwide and has oodservice teams and experienced ches on the ground in all o the markets where it is active.

He adds that typical pastry and bakery products are now readily available in the region and being put to good use to create pastry classics with a modern, appetising appeal. “Japan and Taiwan are the clear leaders in the Asian bakery scene. From there it cross-pollinates quickly into other developing markets around Asia. In some o our markets we see new bakery chains or individual operators setting up shop and oering unique and appetising products, resh and oten made on the premises, with open kitchens inviting the customers customers to linger and watch while enjoying a cup o c oee made rom house-roasted beans.”

Increased demand Nicolas Ratzla, 26, head baker at Dining Concepts, a group which owns a stable o upscale upscale restaurants and bars and associated hospitality industry businesses throughout Hong Kong and the region, is seeing increased demand or quality bakery products. Ratzla is responsible or producing bread and pastry products or about 12 restaurants within the group as well as overseeing sta making buet desserts and à la carte plated desserts. While the bakery produces a range range o dierent styles, European breads and pastries – especially French and Italian breads – are the main ocus, he says. “We fnd in Hong Kong that white bread and French bread are most popular, although we occasionally try things such as r ye bread

Fonterraoersawide rangeofwhippingand cookingcreams,cheese productsandpastrybutters includingAnchorbutter whichwasusedtomakethis cheesecake

NicholasRatzlaofDiningConceptsinHongKong –FrenchandItalianbreadsthemainfocus

















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We now have patisserie and bakery shops with attached classy coffee shops offering innovative products with an elegant Asian twist Manfred Kohlen, Fonterra Fonte rra Brands

ManfredKohlen, FonterraBrands Singapore–Westernstylebakeryandpastry productsndingahuge audienceinAsia

being increasingly requested. “When doing a special menu or speci al cake or a private party you might try to incorporate resh mango ... I also try to go with what’s in season,” he suggests. suggests. Bruno Guillon, Asia business director at Raviruit, a leader in the production o quality ruit purées or the horeca industry, agrees that mango is the current ruit avour o choice. “Our number one ruit is mango. It is in high demand and being used [by many] ches and mixologists. Raviruit mango purée is a special blend which suits the Asian palate very well. Strawberry is our next most popular avour.” Guillon adds that Western-style bakery products are becoming more and more popular across Asia. “French pastry ches and major French quality chains come over and open their branches, like Eric Kayser bakeries, Ladurée and Pierre Hermé. It is a sign o acceptance in Asia. Asian pastry ches and mixologist also travel to Western countries in order to come back with Western recipes: i.e. Antoinette [quintessential Parisian pâtisserie and salon de thé] in Singapore and Ichido bakery in China.” However, he makes the point that the habit o eating dessert at the end o an Asian meal is not yet a habit as it is in the West. “Asian preers their dessert with a coee in the aternoon, at home or or a birthday!” With a network o o distributors in most most Asia countries, Guillon says Japan is by ar the c ompany’s main market but “we are growing ast in countries including China, Korea, Hong Kong, Singapore, ailand, Indonesia and India. Our main customers are hotels and

















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Nv t

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Coffee has become the beverage du jour in Asia. What are the current trends and is there any room left in this competitive market? Zara Horner turns barista to nd out

DCE TE PE F MPCT

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or parts o Asia, such as Indonesia and Vietnam, indigenous coee has long been a staple drink. But it’s the enormous increases in coee consumption in other areas, traditionally tea drinking ones, which have international bean producers and machine manuacturers rothing at the milk spout. Various indust ry sources , includ ing Intern ational Coee Organization data, indicate China’s demand or coee is growing at an estimated 15 to 20% a year, or example (the world average is around 2%) with predictions that coee consumption there – estimated at 45,000 tonnes in 2006 – will be around 300,000 tonnes annually by 2020. In 2011, per capita coee consumption was just fve cups per year in China, compared to 60 in Hong Kong and 300 in Japan – insiders readily admit it took 20 years o advertising to reach those levels in Japan – with most o the coee consumed in China o the instant variety. “Coee is thriving in the Asia-Pacifc area,” says Simona Sordelli, Sordelli, head o marketing at Italian coee machine manuacturer, Rancilio. “is is due to the presence o companies that have given a strong boost to the di usion o [the] coee culture.” Rancilio has ocused on the promotion o coee “through continuous innovation, patents and progressive technical solutions,”

Pura Discover the New Ease in Coffee Making. Providing the functionality, the Flexibility and the Ease of cleaning. The low maintenance requirements, along with touch panel technolog y, all within an appealing design which allows personalized illumination. www.franke.com

















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Rancilio’sEgroOnerangeistheresultof thecompany’scontinuousinnovationand progressivetechnicalsolutions Franke’sPuramodel–thecompanybelievescoeeisbecomingmoreandmorepopularacrossAsia

There is interest in the single portion, or capsule, coffee sector,, and this will continue sector to grow Cheryl Ong, Boncafé International Sordelli says Asia’s coee market is in two distinct parts, a sophisticated demand or quality beverages and more specialised coees, and the other or ‘quick service’ coee. For the ‘gourmet’ coee trend, Rancilio has patented XCelsius technology, which enables brew water temperature to be set ‘dynamically’, with an increase or dec rease o up to 5°C during the 25-30 seconds it takes or each delivery. “is ‘temperature profling’ allows the particular aromatic characteristics o each blend to be brought out,” Sordelli says. Recognising a good cup o coee begins with reshly ground beans, this year Rancilio is introducing the dosing grinder KRYO

appreciate the convenience o being able to p repare their avourite drink, which is generally cappuccino or latte, easily and without needing special skills.” Paterno believes the trend is towards espresso-based coee, away rom instant and bulk brew. “Consequently, “Consequently, in-cup quality is becoming the ocus,” he says. At Melitta, “consistency is the top priority, quality quality technical service paramount, and coee know-how essential,” says Masaki Masutomi rom the company’s Japan oce. “ere are two dierent trends,” he continues, “one is quality oriented and handmade. is segment uses semi-automatic or high perormance super-automatic machines, some oer single cup brew flter coee. “e other is easy operating. ey mostly use smaller superautomatic machines and flter coee machines. ey are priceoriented, but serve a variety o coee specialties, including cold coee items.” Masutomi notes while the region continues to predominantly drink tea: “According to research, non-coee drinkers are the minority now with latte and iced coee most popular on the coee menu.” He believes there is still room to grow the market in the

WMF WM F

1200 S

The entry to the professional world of coffee.



















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‘active milk system’ last year, which oers cold milk and cold oam automatically,” automatically,” she says. is month, WMF will launch the new generation WMF 8000S bean-to-cup machine. When considering market potential, Boncaé International’s marketing manager Cheryl Ong particularly notes a “high intensity o on-trade channels” throughout the region now, including local coee shop chains, especially in Singapore and Malaysia, and speciality coee shops. “ere is a continued interest in the single portion, or capsule, coee sector,” she says, “and this will continue to grow.” As a result, Boncaé Boncaé is introducing a slew o new ranges, including a sparkling coee drink – marketed as an alternative to carbonated beverages – and, “in 2013, we will launch Rainorest Gold, a blend o three single-origin, Arabica, shade-grown beans with natural ertilisation rom the sustainable rainorest belts o Guatemala, Uganda and North Sumatra. Also, we will introduce a new Italian coee brand – Buono,” Ong says.

Afordable Afordable luxury in a cup

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hile global coffee consumption is now growing, in the late 1990s and early 2000s coffee production outweighed demand, which resulted in plummeting prices. Vietnam’s Vietnam’s re-entry to the the world coffee market market drove prices down further. The coffee industry industry responded with with aggressive production and marketing strategies which 10 years on have turned coffee into an affordable luxury item. According to International International Coffee Organization (ICO) data, this is especially true in India, Japan and China. There are now more coffee shops shops in Singapore than bars, and coffee shops are growing at a faster rate in India than any other form of F&B outlet. In China, coffee has been grown for around 100 years, having been introduced by a French priest in the late 19th century. It was not until 1988 that things got serious.

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It was in that year the Chinese government signed an agreement with the United Nations and World Bank covering coffee production in Yunnan province. A mountainous area area the size of Japan, Japan, Yunnan Yunnan borders Vietnam, Laos and Myanmar. Its climate and elevation are similar to other top coffee bean growing areas, such as Colombia and Indonesia – t he world’s third and fth-largest coffee producers, according to ICO gures. Arabica beans are are grown in Yunnan Yunnan and from the original 4,000 hectares of production in 1988; there are now around 23,000 hectares of coffee plantation. An estimated 60% of Yunnan’s Yunnan’s coffee coffee production is exported overseas, mainly to Japan and Germany, bringing more foreign currency to the province than tea. In 2004 Yunnan coffee production generated around US$18 million; in 2010 it was US$47 million.

Higher standards demanded

WMFhasrecentlylaunchedthenewgeneration WMF8000Sbean-to-cupmachine

Meanwhile, Matthieu Pougin, Nespresso’s Hong Kong country manager believes regional increases in coee consumption have resulted in restaurants and hotels “demanding higher standards rom the coee they serve, combined with prompt service, consistent quality and choice.” Machine and capsule manuacturer Nespresso oers eight Grand Cru coees ranging rom “mild and aromatic” to “ull-bodied and intense”.

















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I’ll have a double ele-xpresso ...

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nantara Hotels, Resorts and Spas has introduced Black Ivory Coffee at its four resorts in the Maldives, joining the group’s Anantara Golden Golden Triangle resort in Thailand as the rst hotels to offer one of the most unique coffee experiences on the planet. Black Ivory Coffee is created when coffee beans are digested and naturally rened by Thai elephants. Research indicates that during digestion, the enzymes of the elephant break down coffee protein. Since protein is one of the main factors responsible for bitterness in coffee, less protein means almost no bitterness. At a retail price of approximately approximately US$1,100 per kilogramme, this coffee is also one of the most expensive and exclusive in the world. Currently 50 kilogrammes are available for sale. The process begins begins with selecting the the best Thai Arabica beans, picked picked from an altitude of 1,500 metres. The beans are digested and then deposited by the elephants and the individual beans are handpicked by mahouts (elephant trainer and carer) and their wives, and sundried. Approximately 10,000 beans beans are picked to produce one kilogramme of roasted coffee; 33 kilogrammes of coffee cherries are required to produce one kilogramme of

Renement of the coffee takes place at Anantara’s own Golden Triangle Asian Elephant Foundation (GTAEF) in Thailand. The foundation, set in the grounds of Anantara Golden Triangle has, to date, rescued 30 street elephants along with their mahouts and families. Eight percent of all coffee sales will be donated to GTAEF to help fund a specialist elephant veterinarian to provide free care to the elephants and additional funds will also be used to purchase medicine as well as to build a new laboratory. In order to demonstrate freshness and to enhance diners’ senses, the coffee is ground by hand at the table and brewed using technology developed in 1840 in Austria. This balancing syphon is not only a beautiful machine, but also widely recognised as the best way to brew coffee. The consistent 93°C temperature and contact time between water and bean result in a very clean and avourful taste. The four-minute brewing process is visually enticing and leaves a lasting impression. “We are delighted to be among the rst hotels in the world to offer this one-of-a-kind coffee experience that also has a positive impact in the lives of Thai elephants,” explained Dillip Rajakarier, CEO Minor Hotel Group which includes Anantara. “It perfectly and avourfully ts the philosophy, of Anantara Resorts in collecting travellers’ unique experiences in a

TheZeniuscoeemachinefrom Nespressoisfastandecient, providingexceptionalcoeeatthe touchofabutton

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In addition to in-room machines, Nespresso’s proessional range includes Zenius, “which heats water to the optimum temperature in just 35 seconds, yet is compact enough to suit any business size,” Pougin says. “And Gemini, with a double head extraction that delivers two cups simultaneously. e Gemini CS 220 Pro roths or steams milk in 20 seconds with the touch o a button.” Like his industry colleagues, Pougin notes a regional preerence or milk-based, and gourmet coee. “[ere] is a defnite trend towards gourmet coee, with consumers regarding it in much the same way that sommeliers view wine.” Last year, Nespresso implemented a recycling programme in collaboration with several hotel partners, which it hopes to extend through the region in 2013. In just a ew years, espressos and cappuccinos have become an integral part o Asian culture and ashion, according to Paolo Fenu, director o communication at La San Marco. “e trend is similar to the US market where the most important players are the coee chains. But in Asia you fnd not only US and European chains but many local chains that in the last ew years have developed very good coee knowledge and sophisticated marketing approaches.” Fenu says design and technology, as well as “strong partnerships” are key to success in Asia, and that the demand is now or semi automatic machines with high tech accessories such as auto-steam and touchscreen displays. La San Marco will launch a new range o machines in October. “e market is ull o players, and most o the room is or Asian local producers with good enough products and lower prices than European companies,” Fenu says.

















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Athena’sBormio sBormioliRoccorangeincludes Cassiopea(left)andElectra(right)

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our Swirl collection has a rippled shape with subtle indents to guide the wine around the vessel, while making the glass easier t o hold,” explains Dumey. e stemless tumblers are or red or white wine, but may also be used or water or juice. “e Ouverture Restaurant series is a utilitarian update o Riedel’s consumer-riendly Ouverture collection,” Dumey says. With “versatile bowl s hapes [and] sturdy, sli ghtly cropped stems”, the glasses make or “more ecient serving and storing.” e Extreme range is named or their extreme contours, says Dumey. “Diamond -shaped bowls that angle out dramatically beore narrowing at the top result in an exceptionally wide evaporation surace that intensifes and enhances wine’s silkiness in the mouth.” e Riedel BAR range is composed o a variety o glasses designed to present fne spirits. “ese glasses showcase the aromatics and avour characteristics while minimising the bite o alcohol,” says Dumey.

At the ront end Manuacturers’ eorts are being put to good use. Marina Bay Sands’ Waku Ghin restaurant is “a multi-aceted use o space,” explains head o communications, Elzina Ibrahim. “Diners move rom room to room enjoying aperiti cocktails, wine, champagne, spirits, and digestis with their ood, so the restaurant glassware must cater or all.”

















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well-laid table. e tumblers [are available available in] red, red, cobalt, olive, olive, and aqua. e classic straight shape is carried by a heavy base which is comortable to hold. e Spots glasses are suitable or cocktails, smoothies or even nibbles such as grissini, vegetable sticks or dips,” Bhasin suggests. e Zwiesel 1872 is the company’s “high-quality gourmet glass series” and to celebrate its 140th anniversary this year, a “premium bar series” has been launched. e Hommage by Charles Schumann consists o 42 pieces, including two “modern sculpture” wine decanters, Cirquo and Cassas. “Sotly drawn stems and smooth radii rom three dierent shaped grindings create a play o light and colour,” Bhasin says. “In combination with gold-coloured whisky or classic cocktails the glass and beverage are combined to a unique optical experience. Proessionals Proessionals in Asia emphasise high quality glasses on their table and at the bar. “While consumers here are also more educated and defnitely appreciate a nice vessel to drink rom.” He also notes an increase in sales o wine caraes in recent years “as diners become more discerning and are trying several good quality wines in small portions to pair with their ood.” e most popular patterns in the region in the Zweisel range are Diva, Basic Bar, Vina, Pure, 10º. Raymond Tam, director Asia at Athena Tableware – which represents Italian glassware brand Bormioli Rocco in China – believes glassware manuacturers have to constantly update their ranges or two reasons.



















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Bevan believes that pizza ovens are “without a doubt” becoming more popular in Asia. “Pizza itsel is such a universal platorm or sharing great avours that in a market as diverse as Asia, where cultures and tastes are constantly coming into contact and mixing in exciting new ways, it makes sense that pizza is at the oreront o this new usion. In terms o the geography o this movement, Japan has always been a leader in pizza in Asia, with a special ocus on the Verace Pizza

















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PapiownerBenLung–‘needto beabletoshowclientsweusethe rightkindofovens’ (p: Pap3_@pt.m.k)

*Ratings do not apply to all ranges

















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You can’t make an omelette without … The CookTek CookTek OmeletBuster Double Double Burner Induction Cooktop delivers

Raise your glasses Coordinate, integrate, elaborate, colour, overwhelm – these words are the key to interpreting the 2013 Italesse collection.

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Fine and dandy Handy by name and handy by nature, handy – the personal travel guide on a smartphone that comes with unlimited 3G data, local and international calls, and an array of built-in travel and social media applications – has

















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Viet expo targets Korea Hard on the heels of K-Pop and K-Drama comes K-F&B. Korea is witnessing a huge development in its domestic food and beverage scene, and this month’s

outside Vietnam, namely the rest of the Indochina regions – Cambodia, Laos and Myanmar. The hospitality industry in Cambodia is expanding rapidly. According to an

Living up to the hype Hype Energy UP is a new energy drink with a mix of berries and a refreshing cool mint after-taste. Packed with 10 vitamins, ginseng and guarana – a tropical berry

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Prost! Hong Kong oenophiles have good reason to reach for their corkscrews as the wines of Gut Hermannsberg, one of the most tradition-steeped wine estates in Germany’s Nahe region, are now available in the SAR. Thomas Palmer Fine Fine German Wines will will stock the wines of the great 2011 vintage

















Riyadh Rome Rothenburg o.d. Tauber Rotterdam Salvador San Francisco Santa Margherita Ligure Santander Sanya

Soluons for merchandising & the service of wine















































































































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