ahct jan 2012 web size

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Published since 1976 V 37 Jaar 2012

h K sAR hK$50ca RMb50sapr s$15Maaa RM30Taa bt300Rt Aa us$10

Back n h mxVodka is making a

splash in Asia

hll o hgh waThe Thai hotel industry bounces

back rom the oods

m monyHow the latest propertymanagement systems arehelping maximise profts


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AsiAn Hotel & CAtering timesis publisHed montHly bytHomson 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 thepublication. Whilst every effort has been made to ensure the accuracy of information contained in this publication, noresponsibility can be accepted by the publisher, editors and staff, agents and contributors for omissions, typographical orprinters errors, inaccuracies or changes howsoever caused. The editors reserve the right to edit any material submitted attheir discretion. All materials published remain the property of TPHK. Reproduction without permission by any means isstrictly 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. FantasyPrinting Ltd. 1/F, Tin Fung Industial Mansion, 63 Wong Chuk Hang Road, Hong Kong.

All rights reser ved (c) 2011Thomson Press Hong Kong Ltd

Welcome to the rst issue of 2012!With massive and continu ingexpansion in China, the slowopening up of previously closed locations suchas Cambodia, Laos, Bhutan and Tibet, andsevere ooding in ailand, it was a mixedpicture for the Asian hospitality industryin 2011.

In the face of economic downturn inEurope and the US the region has had toincreasingly look inward to keep the tourism

hong Kong hoTels

AssociATion

hong Kong

chefs AssociATion

fedeRATion of hong Kong

ResTAuRAnT owneRs

The fedeRATion

of hong Kong

hoTel owneRs

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of ThAilAnd

bAKing indusTRy

TRAining cenTRe

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inTeRnATionAl

hoTelieRs shAnghAi

singAPoRe

chefs AssociATion

hong Kong

bAKeRy & confecTioneRy

AssociATion

singAPoRe

hoTel AssociATion

hong Kong

bARTendeRs AssociATion

hong Kong

MAiTRe dhoTel AssociATion

shAnghAi

chefs AssociATion

MyAnMAR chefs

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MAlAysiAn AssociATion

of hoTels

MAcAu hoTel

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hong Kong

HONG KONG

Thomson Press Hong Kong Limited/Media Transasia Limited

Room 1205-6, 12/F, Hollywood Centre,

233 Hollywood Road, Sheung Wan, Hong KongTel: +(852) 2851 7068, 2815 9111Fax: +(852) 2851 1933, 2581 9531

Email: [email protected]: Mr Daniel Creffield

AUSTRALIA

Mass Media PublicitasLevel 9, 215-217 Clarence Street

Sydney NSW 2000 Australia

Tel: + 61 2 9252 3476 Fax: +61 2 9251 3726Email: [email protected]

Contact: Mr Charlton DSilva

INDIAMedia Transasia (India) Ltd

323 Phase IV, Udyog Vihar, Gurgaon - 122016 (Haryana)Tel: +91 (0) 124 4759500 Fax: +91 (0) 11 26867641

Email: [email protected]: Mr Xavier Collaco

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1, A & B, Diamond House, 35th Road,Linking Road, Bandra West, Mumbai - 400 050

Tel: 91 22 26053702-06 Fax: 91 22 26053702-06Email: [email protected]

Contact: Mr. Xavier Collaco

THAILAND

Media Transasia Thailand Ltd14/F, Ocean Tower II, 75/10 Soi Wattana,

Sukhumvit Soi 21, Asoke Road, Klongtoey,

Prakanong, Bangkok 10110, ThailandTel: +66 2 204 2370 Fax: +66 2 204 2391

Email: [email protected]: Mr Gaurav Kumar

UNITED KINGDOM

The Powers Turner GroupGordon House, Greencoat Place

London SW1P 1PH, United KingdomTel: +44 (0) 20 7592 8300 Fax: +44 (0) 20 7592 8301

Contact: Mr Chris Morgan

USARiverside Media

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Marston Webb International60 Madison Avenue, Suite 1011,

New York, NY 10010, USA

Tel: +1 212 684 6601 Fax: +1 212 725 4708Telex: (023) 420773 BRANINT

Contact: Ms Madlene Olson

ITALYEdiconsult Internazionale s.r.l.

Piazza Fontane Marose, 3-16123 GenovaTel: +39 010 583684 Fax: +39 010 566578

Email: [email protected]: Mr Vittorio Negrone

JAPAN

Echo Japan CorporationGrande Maison Rm 303,

2-2 Kudan-kita 1-chome,Chiyoda-ku, Tokyo 102-0073

Tel: +81 3 3234 2064 Fax: +81 3 3263 5065Email: [email protected]

Contact: Mr Ted Asoshina

MALAYSIAPublicitas International Sdn Bhd.

S 105, 2nd Floor, CentrepointLebuh Bandar Utama, Bandar Utama

47800 Petaling Jaya, Selangor, Malaysia.Tel : 603 7729 6923

Fax : 603 7729 7115

Email: [email protected]: Ms Shallie Cheng

tills ringing. But with an ever-expandingmiddle-class in Asia, all keen to explore and dobusiness, there is no question that the industrycan become increasingly self-reliant.

In this issue we look at how ailandshospitality industry is pulling itself fromthe mire, both literally and guratively, thelatest generation of property managementsystems and the growing popularity of vodkain the region.

We always want to hear from hospitality

Do

Daniel Crefeld

Dgn By

Koon Ming [email protected]

conBuo

Liana CaollaHelen DalleyZara HornerRebecca Lo

Michael Mackey

aoca PuBlh

Sharon [email protected]

aDng al manag

Roxane [email protected]

cculaon xcu

Becky [email protected]

chaman

JS Uberoi

Dco

Gaurav Kumar

endoRseMenTs

professionals about developments in theindustry, good or bad, so please do send yourcomments and suggestions in to: [email protected]

HOTEL1BY

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AHCT Jaar 2012 3


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managmn

12 Increasing competition sees more

sophisticated marketing strategies

in China

mak Po

16 Tide turns in Thailands fght against

the oods

nw

nDuy

6 Theme park suite extends the thrills;

Hong Kong and Macau restaurants

Michelin recognition; Peninsula Hotels

bans shark fn soup

PoDuc

42 Latex protection; bufng up

the buet; younger guests included

culnay

46 Gunning or gin; beaut baguettes;

whisky galore

Matr rm, Arara ia, Ppp

FBuay

Management contracts Indonesia In-room technology Bathrooms Chocolate Spirits market Beds & bedding; Furniture

mach

Education China CRS Renovation projects Bakery Tea & Coee Tabletops (glassware); Pizza ovens

CONTENTSVo lu me 37 Ja nu ar y 20 12

advertisers de

chnology

20 Next generation property management

systems save time and money

Dgn

22 Getting the balance right in the

guest room

FooD

26 Quality air-dried and cured ham on

the menu

Agilysys IFC

Alpha International 49Amain 37

Boncae 11

Global Search International 9

Greenfeld OBC

Gulood 25

Hatton Jones 35

HORECA 56

Hotelex 57

Hyperlux IBC

International Furniture Fair 29

Moet Hennessey Diageo HK Ltd 33

Pevonia 14 & 15

SIAL 53

Thaiex 55

Wools O New Zealand 41

Worldhotels 19

Zieher 27

Dnk

30 New vodka pours into Asia

quPmn

34 Organic and environmental linens

catching on

38 Making an impression with

quality carpets

n anD xhBon

50 Events calendar

51 Gulood previewed

52 Hotel Expo Macau reviewed

54 Texcare reviewed

aPPonmn

57 Whos moving where?

Sot touch

Selling China

AHCT Jaar 2012 AHCT Jaar 2012 5

NowoniPadAvaa App str


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n d u s t r y n E w s

AHCT Jaar 2012

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

AHCT Jaar 2012 7

Ocean Park suitekeeps the thrillscomingHong Kongs Cosmopolitan Hotel is offering fans of the famous

Ocean Park attraction the opportunity to carry on living the

theme park dream after their visit is over.

The four-star Cosmopolitan, which opened in February 2005

with a total of 454 keys, recently launched a series of themed

suites, one of which sets out to recreate the excitement and

colour of one of Asias most successful family attractions.

Decked out in Ocean Park colours and decor, the suite also

boasts a Wii home video console and Ocean Park signature

stuffed toys, bathrobes and key chain and card. The room even

offers a 4D effect through a themed ocean breeze scent,

which kicks in as guests step into the room.

The Ocean Park theme suite is spaciously sized at

48 square metres, encompassing a separate dining and living

area, pantry and choice of either two queen-size or one king-

size bed. Offering a maximum occupancy of two adults and two

children, a stay at the suite includes admission to the park for

two adults and one child, limousine transfer between the hotel

and the park and buffet breakfast for three.

The mid-week rate for the suite is around US$468 while the

weekend rate averages US$865.

Included by Forbes.com in its Ten most popular

amusement parks in the world and also ranked by Forbes

Traveleras one of the 50 most visited tourist attractions in

the world, Ocean Park features a diverse selection of marine

and wildlife attractions, including two giant pandas, rides,

entertainment, and education.

Anita Chan, general manager of the Cosmopolitan, says the

Ocean Park theme suite is part of a wider strategy to target the

potential of the family travel sector.

Although the Cosmopolitan has always been supported

by international business travellers, we are also aware of the

importance of the family market, so we initiated a series of family

packages and room types to appeal to this demographic.

She adds that the idea for a collaboration with Ocean Park

came partly from seeing the reaction of guests returning from the

attraction and describing the fun they had had, and partly from

her own children.

My two boys were always saying Mum, why cant we stay

longer? even though they had spent the whole day at Ocean

Park! As a family-friendly hotel we decided it would be a good

idea to extend that positive guest experience, and came up the

idea of the Ocean Park suite.

She says the decision to work with Ocean Park rather than

other brands was made as the 35-year-old attraction is a major

generator of tourism awareness and business in the city.

Among our theme suite series, Ocean Park is the most

popular, Chan says.

The success of the venture could only have happened with

the help of Ocean Park, and specically the attractions executive

director, sales and marketing, Paul Pei, who has overseen six

record-breaking years out of the last seven in terms of annual

attendance, revenues and surpluses.

When Anita approached us we jumped at the chance, says

Pei. Im a salesman and am always looking to grow sales, and

we could not have found a better partner. We were excited at

the idea of the themed suite as weve never had a partner like

this before.

Both insist that although the collaboration has offered a

unique selling opportunity, with myriad mutual benets, it hasnt

involved money changing hands.

Its really just been more the opportunity to help promote

each others brands, concludes Chan.

Stars on their platesIts another successful edition of the Michelin Guide for Hong

Kong and Macau restaurants. In the third local outing of the

guide, the biggest news was chef Umberto Bombanas 8

Otto e Mezzo Bombana Restaurant & Lounge being awarded

three stars, becoming the rst Italian restaurant outside Italy to

achieve this. I am so surprised and happy. I will keep delivering

the best and continue to show my prociency, promised the

King of white trufes, and Chef of Chefs of the 2011/2012

Miele Guide, whose restaurant has also been awarded Best

Restaurant in Time Out Food & Drink Awards 2011.

Three Michelin stars are given based on the criteria: product

quality, preparation and avours, the cuisines personality, value

for money and consistency over time across the entire menu.

Hong Kongs Four Seasons Lung King Heen was the rst

Cantonese restaurant in the world to achieve the three Michelin

star status in the 2009 Michelin Guide Hong Kong and Macau.

It is our great honour that people enjoy coming to Lung King

Heen and that we get to share our passion with them, said

chef Tak, who creates contemporary Cantonese cuisine, with an

emphasis on dim sum, seafood and seasonal delicacies, in the

95-seat restaurant.

The hotels 70-seat French restaurant, Caprice, has

retained its Michelin three stars as well. Chef Vincent Thierrys

contemporary French cuisine uses an increasing variety of

seasonal ingredients produced locally. Chef Thierry, who

commands an open kitchen of 25 chefs says; We are so

humbled to get three stars again but we never stop trying to

improve to make sure each guest experiences nothing less than

those stars.

Mandarin Oriental, Hong Kong, now boasts three Michelin

starred restaurants. The hotels signature Cantonese restaurant,

Man Wah, received its rst Michelin star; The Mandarin Grill +

Bar retained one star status and Pierre restaurant retained its

two star status. Chef Man Sing Lee of Man Wah, who joined

the hotel in January 2011, and has played an integral role in

Man Wahs success, said This is without a doubt the proudest

moment of my career. It means so much to me and my

dedicated team.

Chinese restaurant Tin Lung Heen and the Italian restaurant

Tosca at The Ritz-Carlton, Hong Kong, are both recognised

in the guide. Tin Lung Heen was awarded one Michelin star.

Tosca was recommended in the guide, receiving three forks

and spoons. Both restaurants are less than a year old. Paul

Lau, chef de cuisine at Tin Lung Heen said, My cooking

philosophy is simple. The presentation can be innovative, but

you always have to respect the traditional cooking methods and

techniques.

Kowloon Shangri-La Hong Kongs Shang Palace restaurant

has retained its two star rating, which it was rst awarded in

2008. Chef Mok Kit Keungs signature dishes include braised

birds nest with pumpkin cream in Japanese style; oven baked

cod llet with egg white and conpoy; and chilled pumpkin

cream with coconut ice cream and black glutinous rice.

Seven restaurants were awarded Michelin stars in Macau,

including Wynn Macaus Wing Lei, awarded two stars, and

Golden Flower, which received its rst Michelin star. This

marks the third consecutive year Wing Lei has received the

Michelin award. Master chef Liu specialises in Tan an

exclusive culinary tradition from the Qing Dynasty Lu, and

Sichuan cuisines.

Other Macau wins include French restaurant Robuchon a

Galera at Grand Lisboa which retained its three stars. Chinese

restaurants dominate the two-star category with The Eight

also at Grand Lisboa and Cantonese outlets Tims Kitchen

and Zi Yat Heen all winners as well as ve one-star restaurants,

including two Italians (Aurora and Il Teatro) one Shanghainese

(Jade Garden) and two Cantonese (Lei Garden and Wing Lee).

WynnMacausGoldenFlowerhasbeenawardedoneMichelinstar

OceanPark,HongKong


5/31


AHCT Jaar 2012

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

AHCT Jaar 2012 9

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Steady growth inAsia-PacifcWhile the nal quarter 2011 results have yet to be released

by the Pacic Asia Travel Association (PATA) its gures on

international visitor arrivals to the region for September 2011

show a collective year-on-year increase of 5.7%, a decline of

half a percentage point from the previous months growth rate.

For the rst nine months of 2011, all Asia-Pacic sub-

regions maintained a positive performance, although at different

levels of growth: South Asia +14%; Southeast Asia +12%;

Northeast Asia +4%; The Pacic +1%.

In South Asia the number of arrivals from other Asian origin

markets in particular China and India was well above the

European generating markets for the fth consecutive month.

This was also inuenced by a downturn in arrivals from the UK

IN BRIEF

Chef Masaharu Morimoto, best known as Iron

Chef on the TV cooking show of the same

name, will be showcasing his style and culinary

talent at a newly created pop-up restaurantconcept at TheLandmarkMandarin

Oriental,HongKong, from 16 to 18 January,

2012. During the three-day event, two function

rooms will be transformed into a dining room.

Shortly after opening last year, Wasabi by

Morimoto, in Mumbai, was listed on the San

Pellegrino Top 100 Restaurants in the World.

Well-known for his skill in marrying traditional

Japanese techniques with ingredients which

are not commonly found in Japanese cooking,

Morimoto will produce some of his signature

dishes such as caviar tempura trio, toro tartare,

foie gras trio and saga wagyu beef as part of

the 10-course gastronomic dinner.

Asias oldest hotel company, ThePeninsulaHotels, has

banned shark n soup at all its food outlets as of January1, 2012. The soup is considered a delicacy, especially by

Chinese, but its consumption has long been a topic of debate

and controversy. [Peninsula Hotels] believes the harm done

to sharks and the sensitive ecosystem [to produce the soup]

is too great and they will no l onger offer it. The group hopes

this encourages others to discontinue this practice, a company

statement outlined. However, the hotels will honour banquet

bookings involving shark n soup made prior to November 21,

2011, but taking place after January 1, 2012.

Michael Sengol, CEO ofMeritusHotelsandResorts, has

been presented with the Lifetime Achievement Award by

Hospitality Asia Platinum Awards (HAPA) for its Regional Series

2011-2013. In their 10th this year, HAPA have been dubbed

the Oscars of the hospitality industry. The Lifetime Achievement

award recognises distinguished service, visionary leadership,

drive and passion. With 40 years experience with hospitality

companies across Europe, Australia, Guam, China, and the

Asia-Pacic region, Sengol is also the World Gourmet Summit

2011 Fonterra Lifetime Achievement Award winner, and the

Leading CEO winner at the Singapore HR Awards 2011.

Meanwhole, Meritus Hotels and Resorts has won Most

Popular Heritage Brand at the Singapore Prestige Brand

Awards. A public and panel vote resulted in the 40-year-old

home-grown propertys win.

Phase one of the US$24 million refurbishment of the Singapore

MarriottHotelonOrchardRoadis nearing completion. The

largest renovation in the Singapore hotels 16-year history,

owner Tang Holdings started with a makeover of t he hotel lobby,

removing traditional architectural barriers dividing the space into

open-plan zones. The second phase of the renovation is now

in progress with a major overhaul of the Marriott Cafe, and all

guest rooms. The project will be completed by April 2012.

High-end food outlet, citysupers group president, Thomas

Woo, has won the Ernst & Young Entrepreneur Of The Year

2011 award in the Consumer Product category, and the award

for Country Winner for Hong Kong/Macau region. Woo will join

his global counterparts in a gala event in Monte Carlo later this

year, to compete for the Ernst & Young World Entrepreneur Of

The Year award.

and Italy to various South Asia destinations.

Southeast Asia registered a relatively slower growth

rate of 9% in September driven in part by a strong negative

performance by Vietnam. At print time, Malaysia was still unable

to release arrivals gures for 2011 because of difculties with a

new immigration system.

Travel demand to the Pacic remained sluggish but was

supported by the rugby World Cup in New Zealand, which saw

an increase of +26% in foreign arrivals. However, the World Cup

also had some role in dampening outbound from New Zealand

to Australia, resulting in an overall decline of 9% for Australia

during September.

Martin Craigs, PATA CEO, said: International arrivals

momentum into the Asia-Pacic region continues to hold at a

relatively strong average rate. The rising tide is not, however,

lifting all boats equally. A few Asia-Pacic destinations are facing

difculties and experiencing contracting numbers of visitors.


6/31


0 AHCT Jaar 2012

The KarmaRoyalGroup has taken over operations at

Rottnest Lodge, Rottnest Island, Western Australia. Rottnest

Lodge will form part of Chakra, a new four-star lifestyle brand

currently in development by the group to complement its resort

brand, Karma Resorts. Working closely with the Rottnest Island

Authority and the Heritage Council of WA, the hotel group has

big renovation plans for the lodge with a focus on renovating the

restaurants and bars.

One of Starwood Hotels

and Resorts newest brands

Aloft has opened in Bangkok

its rst hotel in Thailand.

After launching three-years

ago, there are now 55 Aloft

hotels worldwide, which

emphasise high design,

tech-savvy features and

social atmosphere. The Aloft

Bangkok-Sukhumvit 11 has

296 rooms.

Starwood Hotels and Resorts has also opened the Sheraton

GuangzhouHuaduResort in Guangdong, China. The resort

will house a 22-acre organic farm to grow vegetables and

raise livestock on. This is denitely the way forward towards a

healthier and back-to-nature lifestyle, new managing director

Chris Tsoi enthused.

DusitInternational has

installed IDeaS Revenue

Solutions software to

improve demand forecasting

and revenue management

strategies in 13 of their

Asian-based properties. The

software will give the hotels

insight into booking patterns

to maximise occupancy after

the group identied they

needed different revenue

and forecasting solutions,

and data consolidation so

that business decisions were

based on facts rather then

assumptions. Dusit expects

the new software will create

a platform on which an

organisation-wide revenueculture may be based.

Iconic Hong Kong diner, HungsDelicacies, has become

legendary among gourmets, earned a Michelin star (2010

and 2011) and has now opened a branch at Hong Kong

International Airport. Veteran chef Lai Wai-Hung (Ah Hung)opened his bistro during the 2003 SARS epidemic, but the

inauspicious time didnt effect the reaction to his unique

marinade-braised dishes, which now have a cult following.

Signature dishes include duck tongues in Chinese liquor,

chicken leg tendons in sesame oil, and Chua Lams Lo Mein,

the specially-blended noodle with a secret Chinese marinade

developed with food critic Chua Lam.

Online hotel marketing solutions company,PegasusSolutions,

has launched a mobile design solution, OpenFlex, which allows

hotels to deliver promotional offers correctly formatted for

any mobile device. The platform ensures hotels are capable

of seizing business opportunities wherever consumers are.

Displaying a desktop version of a special offer website on

a handheld smartphone has the potential to frustrate the

consumer, who wont book as a result, said David Millili, chief

web ofce for Pegasus Solution.

OpenFlex, combined with our mobile booking engine,

allows mobile bookers to quickly access promotional

information through their preferred point of contact, and even

allows them to add extra items to their booking such as food

and beverage or event tickets. The number of people using

mobile formats is expected to rise signicantly in 2012.

The 18th and largest hotel for Marriott International in China has

opened its doors in Shanghai. The 39-storey, 720-guest room

ShanghaiMarriottHotelCityCentre is a agship hotel for

the brand in China. Featuring ve dining outlets and more than

2,000 square metres of dedicated event space, including two

pillar-free ballrooms and seven break-out rooms, the property

has also installed a carbon offset programme throughout.

Happy birthday to one of the worlds

leading chocolate brands, Callebaut,

which celebrates its rst 100 years.

To honour the skills and passion

of its customers, the Belgian

chocolate-maker launched the

100 years 100 faces 100 reasons

campaign. The highlight of the event

was a live demonstration by chef

Philippe Vancayseele, producing a

chocolate showpiece made of cocoa

pods, bamboo, mushrooms, wood

from the Amazon and bark from the

cocoa tree.


7/31

Hotel development in BRICS countries has been ahot topic over the past couple of decades and withgood reason. Despite the global economys rollercoaster volatility, travel has never been easier or more

aordable. BRICS countries oer the additional bonus of being richin history, and they contain an emerging middle class keen to extheir travel muscles for the rst time.

China, in particular, is leading the way for internationalhoteliers. Buoyed by enviably steady economic growth, solid

business investments and a huge domestic travel market, China isseen by many as a cash cow. Yet how are international brands andnew players positioning themselves so that they dont get burned?In Chinas increasingly fragmented market, how do hotelie rs appealto an increasingly sophisticated clientele?

New York-based Starwood was the rst international brandedhotel to penetrate China when it opened e Great Wall SheratonHotel Beijing in 1985. It currently has 88 hotels in operation andalmost 100 properties in the pipeline. In 2011, it opened one hotelevery two weeks in China, and the market is the companys secondlargest behind the US.

From the very beginning, its development strategy was to workwith the right partners to open the right hotels in the right locations.Starwoods strength is in operations. Within China, that meansensuring it nds a good t for one of its nine brands, whether it isa gateway city, resort destination or emerging business hub.

As China continues to build new infrastructure such as

airports, highways, railways and high speed train lines which willmake the emerging cities and resorts more accessible, it oers newopportunities for hotel developers to invest in new hotel projects,says Wendy Huang, Starwoods vice-president of sales and marketingfor greater China.

F&B is keyAnother factor Starwood focuses on is its F &B oerings. F&B isone of the key components to provide localised service and products

to our customers, says Huang. And our Kids Club plays a key roleat resort hotels, providing activities targeting families and children.Starwood is also the rst international hotel company to oer thecomplete booking process in Chinese for all of its products.

To get its message across, Starwood relies on a combination oftried-and-tested methods such as print media, along with online andinnovative marketing concepts. Chinese consumers have becomevery web-savvy and perhaps even web-centric in their research anddecision making when it comes to travel, Huang believes.

Customer relations will also be a focus of ours as theChinese market is still very much about guan xi relationships.

We will take this to a higher level by incorporating our brand guestexperiences into our customer relations eorts, from oce visits toappreciation events.

Marriott International is another chain mushrooming acrossChina, with 100 hotels currently operating or under development.e Maryland-based operator plans to open one hotel per month

awarenessWith China leading the way in new developments, internationalhoteliers are differentiating themselves by selling distinctive brandstories and offering more products at different price points than everbefore, says Rebecca Lo

For Chinese travellers, brand recognitionis very important and a great opportunityfor us ... a good Chinese restaurant is veryimportant in China ... and they must containVIP private dining roomsLawrence Ng, Marriott International

for the next three years not bad for a relative newcomer to Chinawith its rst property opened in 1998.

As part of its China expansion plans, it split its sales headquartersinto north and south, with the former based in Beijing and the latterremaining in Hong Kong. Lawrence Ng, area director of sales andmarketing for south China, used to oversee greater China. Nowhe is more focused on Hong Kong, Macau and other cities as farnorth as Shanghai.

For Chinese travellers, brand recognition is very important anda great opportunity for us, Ng says. While we want to maintainthe same standards for great restaurants, guestrooms, spas andhealth clubs in all of our properties, a good Chinese restaurantis very important in China. And they must contain VIP privatedining rooms.

Rewarding loyaltyOne way Marriott encourages brand loyalty is through MarriottRewards. Chinese guests have embraced the free-to-join membershipscheme, with China being the fastest growing market internationallyfor the programme. Members enjoy a host of benets, includingfree high-speed internet access wherever they stay in Asia. MarriottRewards is a good platfo rm, says Ng. Loyalty helps us penetrateinto the Chinese domestic market.

Marriott oers a broader range of price points in comparison toStarwood and positions its Ritz Carlton and Courtyard brands ateither end of the spectrum. Ng believes that all of its six brands inChina appeal to both leisure and business travellers. While Courtyardnaturally lends itself to second and third tiered cities, long stay guestshave the option of staying in its Marriott Executive Apartments.

These are designed for executives with families who arestationed in China for extended contracts, explains Ng. We

currently have four executive apartments open in China, with twomore to open in Shenzhen and Beijing in 2012.

Relative new kid on the block Langham Hospitality Group hasthe advantage of being both an owner and an operator. Its historicLondon property gives the brand a European base that is combined

with its Ho ng Ko ng b usiness savvy. Langham is c oncentratingon development in Chinese cities through its three brands, eachpositioned at dierent segments of the market in terms of bothlifestyle and price point.

We are very fortunate that our parent company, Great Eagle,is a property developer and a property investor, says Aviva Chow,director of global sales and marketing programmes. Were not

just beholde n to like-mi nded develop ers where we can get amanagement contract. We can build from the ground up on our

own, too. China is a major opportunity and is really the core of ou rcompanys expansion.To a certain degree, Chow continues, all hotels are multi-

purpose in the sense that they serve both business and leisurecustomers. What is clear is that guests are looking for a brandexperience in China that matches their lifestyles and aspirations.

While there are similar services, we dierentiate our brands veryclearly to appeal to dierent segments, whether in a rst or thirdtier city.

Langham is setting itself apart with unique facilities such as itsprivate kitchen in e Langham Xinti andi. Its basically a 24-hourservice where you can literally order anything you want o -menu,explains Chow. In addition, Langham has taken quality managementtechnologies and adapted them for the hospitality ind ustry, makingthem accessible to everyone from the GM to housekeeping andbellboys. Ultimately, everyone delivers the same vision to ourguests, says Chow.

Brand

SheratonHuzhouSouthTaiLakeResort

MarriottoersabroadrangeofpricepointswithitsRitzCarlton(pictured)andCourtyardbrandsateitherendofthespectrum

TheLanghamXintiandi,Shanghai,saysitsguestsarelookingforabrand

experienceinChinathatmatchestheirlifestylesandaspirations

ImprovinginfrastructureismakingemergingcitiesandresortsinChinamoreaccessiblesaysWendyHuang,Starwoodsvice-presidentofsalesandmarketingforGreaterChina

Potorapyourteylanamh

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a n a g E M E n t

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M a n a g E M E n t

AHCT Jaar 2012 13


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a r k E t r E p o r t

6 AHCT Jaar 2012

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

AHCT Jaar 2012 17

Thailands resilient hotel industry has taken the recentooding in its stride and rather than the out-and-outdisaster anticipated is simply adding it to the list ofthe many problems the country has overcome in

recent years.is is from managers and owners who until recently believed

properties would be ooded and the entire city, the hub of thecountrys travel trade, would be underwater.

e rst point to make is that while problems undoubtedly

remain, no hotel has yet to put up a sign saying closed because ofwater in the lobby. ere is, however, no questioning the scale ofthese issues for Bangkok, especially as November is traditionallyone of the busiest months for the industry.

Riverside Shangri-La said its occupancy rate on November 9was 20% not as high as we expected, according to spokesmanSam Hutasingh. Such a well-located property would normally enjoythree or four times that gure.

e gure of 20%, while shocking, is conrmed by others,including the Minor Hotel Group, which puts its occupancy rate ataround 20-25%. However, it points out that three of its properties,the Four Seasons, the St Regis and the Anantara Riverside took themain hit with 80% cancellations, according to Dilip Rajakarier,chief executive ocer at Minor Group.

Against this, and somewhat surprisingly, gures for two of thegroups properties, the Anantara Sathorn and the Anantara BaanRajprasong, actually picked up. We did well on those two, saidRajakarier. He also points out that during this period occ upancy atthe groups two Phuket properties was 90% for the Anantara and80% plus for the JW Marriott.

e oods appear to have had a very uneven impact. Only onesignicant tourist destination, Ayuttaya, was actually underwater,and while nearby Bangkok had severe problems (but not on thatscale), most of the rest of country continued as normal.

Targets not hitere is, though, one clear and agreed consensus. It is unlikely thatarrivals will [now] achieve the target of 20 million visitors. However,the momentum was very strong in the third quarter and overall thereis a very positive trend across the country, says Catherine McNabb,vice president, sales and marketing for Dusit International.

Adding to the situation is the eect on room rates. Paradoxically,as the ood crisis co ntinued, some GMs were talking simultaneouslyof crisis but also not having rooms available. e explanation, whilestraightforward, is not nancially comforting those staying wereeither sta who had been ooded and had to leave their homes,or key personnel needing to be close to the scene of the problems.

One example is Sotel Lad Prao, very much the frontline of theooding and centre of the eorts to stop it spreading. e hotel wasooded, was quickly restored and is now running at 50% occupancy,largely sta and ocials.

Most are running at 70% occupancy, says Vasu irasak,

director of communications, Southeast Asia, for the Accor Group,who with 25 properties in the ai capital understands the scale ofthe problem. But the rates are not good. e majority are payingat an emergency rate.

A non-riverside hotel that took a signicant hit, the GrandMillenium Sukhumvit, is equally downbeat. We were forecastingat 89%-90% [for November] ... but we are going to close at 47% forthe month, believes omas G. Christiansen, the propertys GM.

A particular problem he identies both in terms of the oodsimpact and going forward was the cancellation of meetings. eGrand has 13 meeting rooms. We were fully booked, but at theend of November we had [only] one or two a day, he says.

While there is strong consensus within the i ndustry that thefuture is looking positive, there is debate about when those goodtimes will start to roll again. Rather than polarised d ebate, however,it ranges mainly between quickly and slightly less quickly.

We are quite condent everything will bounce back to normal,said Accors irasak. Christiansen, meanwhile, sees the recovery

as taking place later, but by weeks rather than months. Eitherway, organisers of meetings and conferences are hesitating beforecommitting to book.

ey are not comfortable putting down a date so soon. Weneed to get the news out [that] this month, February and March

will be our recovery months with things back to normal in April,Christiansen said. He is joined in this by the Minor GroupsRajakarier, who is backing the rst quarter of 2012 for the comebackand who also ags up the role of the conference trade.

Crisis? What crisis?What makes many of those in the industry more condent is thatthe country has dealt with a dierent crisis most years for the pastdecade. ese come from within its borders, with the Red Shirtsseizing Rajaprasong, the Yellow Shirts seizing the hub airport ofSuvarnabhumi and nally a coup, and beyond them, with the SARSand H1N1 outbreaks at the start of the decade, the nancial crisis

Just weeks after some of the worstoods in living memory, Thailandstourism industry is looking to thefuture with new optimism, writesMichael Mackay

Comehell orhighwater

GrandMillenniumSukhumvitBangkok

AnantaraBangkokResortandSpa


10/31

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8 AHCT Jaar 2012

at the end of it and the tsunami in the middle.ailands hotel industry is resilient if nothing else.One of the core issues which remains to be tackled is that of

the number of hotels and the prevailing room rates. Quite sim ply,Bangkok looks like it is heading for an oversupply of rooms. ereis debate about how many more are to be added and how manysurplus to requirement this will be, with some suggesting guresas high as 18,000.

Bangkok may currently be the most aordable it has beensince 2006, with rates dropping 510%, but in contrast, Phuketand Samui have risen by at least 10%, according to Rajakarier. InBangkok its the supply there are too many rooms, he said.

Part of the problem is governmental. e government, a keensupporter of the industry, thinks in terms of arrival numbers andless about the quality and spend of those numbers. But some otherchanges are needed.

It is a good time for the government to step back and reviewits long-term tourism strategy, said Dusits McNabb. She gives twoexamples and, tellingly, doesnt urge less government intervention,but better targeted intervention.

e medical tourism sector is strong but has the potential todevelop much further, MICE has experienced a serious decline andrequires a more focused and eective long-term strategic approachas the gestation period is much longer than other segments anddecision makers are weary of uncertainty and political securityrisks, she believes.

Meanwhile, many hoteliers feel their marketing operationsneed ne-tuning rather than overhauling something helped bythe nancial turmoil in the Eurozone and US economic decline.

e emphasis going forward will focus more on the Asian marketand less on long-haul.

We are managing to stretch the season to include July, Augustand September because we have gone into new markets [such as]Korea, Japan, China and India. ey pretty much travel year round,is Rajakariers view.

To back this up he pointed out that Koreans currently make up12% of total visitor numbers to Phuket, while visitors from India,

who are not just mo re noticeable in Bangkok but who regard theAndaman i sles as a ho t and favourite destination for weddingparties have also risen dramatically.

Two more markets which offer the potential for furtherdevelopment are Russia and the domestic one. e real challengefor hotels in ailand, however, might be achieving the reputationthey have internationally within a local market.

It is unlikely that arrivalswill achieve the target of 20

million visitors ... however, themomentum was very strong in

the third quarter and overallthere is a very positive trend

across the countryCatherine McNabb,Dusit International

ibisBangkokRiverside

ThomasG.Christiansen,GMGrandMillennium

SukhumvitBangkok

NovotelBangkokFenixPloenchit

DilipRajakarier,chiefexecutive

oceratMinorGroup80%cancellations


11/31

t E c h n o l o g y

0 AHCT Jaar 2012

t E c h n o l o g y

AHCT Jaar 2012 21

Luk believes that its the customerrelationship management and revenueanalysis that benets from Opera most, asit captures spa bookings, concierge servicesand activities and stay history with detailedactivities such as cancellations and no show.

Luk be l i ev es i t s th e cus tomerrelationship management and revenueanalysis [MMS] functionality Opera oersthat benets MMS hotel operators most,as it captures spa bookings, conciergeservices and activities and stay history withdetailed activities such as cancellations andno show.

Looking forward, how do PMSsuppliers plan to help hoteliers save evenmore time going about their day-to-dayoperations? According to Stehle: We are

developing mobile applications that willenhance operations and guest service. Wealso continue to build on our DataMaginedocument management system, whichhelps hotels boost productiv ity andstreamline operations while becoming moreenvironmentally responsible.

Micros Luk elaborates: With enhancedweb ser vices, Opera exte nds co nnectivityto web and mobile solutions. is allowsgreater integration to self-service solutions,such as kiosks and mobile check-ins. ereis also a seamless integration to channelmanager solutions, such as RateTigerand SiteMinder, via our myfidelio.netoering, that enables the hotel to seamlesslymanage rates and availability across theirvarious OTAs.

As smartphones and tabletcomputers continue to evolve,property management systems(PMS) in the hospitality industry

continue to give guests more control overtheir bookings, from checking in and outonline to booking hotel activities such as ascuba diving trip or cooking class from thecomfort of their home or room. is is goodnews for hoteliers on two counts, as it notonly gives guests greater freedom but alsosaves time and money on stang.

Property management systems unite all

aspects of a hotels day-to-day operations butits their ability to help hoteliers tap intonew revenue streams such as ordering adrink from a slot machine at a casino orscheduling a spa treatment prior to checkin that makes a good PMS system soattractive to hoteliers.

Time-saving solutionsAgilysys currently oers three hospitalitysolutions: Guest 360, which providescomprehensive individual client datainformation; Lodging Management System(LMS), which automates every aspect ofhotel operations from reservations andcredit card processing to accounting andhousekeeping and Visual One, a scalable

PMS solution suitable for properties withmore than 50 rooms, which includesmodules for property management,accounting, golf, spa, web reservations andretail point-of-sale (POS).

Tina Stehle, senior vice-president andchief operating ocer of Agilysys says, Ourproperty management systems are designed

with both labour eciencies and the guestexperience in mind and include faster front-desk processes, such as reservations andcheck-in/check-out. Also, the integrationbetween our systems allows for a reduction

in labour by reducing the amount of manualentry required to transfer data.

She adds that an example of this is howroom revenue and statistics automaticallyow to the Agilysys Visual One accountingmodule. Moreover, our mobile andself-service kiosk options reduce labourrequirements and enhance guest satisfaction;and the Agilysys Guest eMarketing solutionhelps hotels leverage their propertymanagement systems to create emailcampaigns that are personalised, fast andcost-eective.

e latest version of LMS by Agilysysfeatures LMS+, an enhancement thatincludes a modernised graphical userinterface. Stehle says this is geared towards

saving hoteliers time.Reports can now be presented in

Microsoft Excel, reducing the amount ofre-entry required when performing complexanalysis of LMS data. Graphical userinterfaces allow quicker and easier access toinformation. Also, functionality has beenimproved in the conguration and ease ofuse for LMS Packages.

While most package scenarios couldbe accomplished in prior versions, manualintervention was required. Now, most ofthe tasks involved in package set-up and

substitution of package components areautomated.

Stehle notes that integration betweenother Agilysys products such as POS andinventory and procurement eliminatesmany manual processes, which improves theintegrity and timeliness of the information.

I n f o r S o f t B r a n d s E p i t o m e i sanother PMS aimed at streamlininghotel operations occupancy figures,housekeeping, and incoming reservationscan be simultaneously displayed with theash status and boosting prots. For sta

who have li ttle time for training, theresMedallion PMS, a visually rich softwarethat enables users to drag-and-dropbookings using a graphical representation

The latest propertymanagement

systems are helpinghoteliers save time

and money, says

Helen Dalley

Ba h lk

of the property depicted in your room plan,room type, and reservation screens.

Chris Gribble, vice-president and

general manager, Asia-Pacic at SoftBrands,says, The biggest time saver with ourPMS systems is that they enable hotels tocustomise their own screens and workowsso they can create their own reservation,check-in and check-out screens that fittheir business. ey can make the screensas simple as their o perations allow, enablingsta members to save time by matchingthe process to their business requirements.Reports from some of our early adoptersindicate they have been able to save up to50% time on the check in process.

Move from manualAnother leading PMS supplie r, Mi cros-Fidelio, offers the Opera propertymanagement system, which provides all thetools hotel sta need for carrying out theirday-to-day jobs, from assigning rooms andmanaging room inventory. Opera Xpress,meanwhile, oers a scaled-down edition ofthe system for smaller properties or thoseoering less comprehensive services.

Gilbert Luk, Micros-Fidelio Hong

Kongs product manager, hotel systems, saysone of the biggest time-saving solutions thatOpera oers is Micros Payment Gateway(MPG), which checks guests in and out,consolidates hotel cashier payments of theday and reconciles payments from the bank.

MPG has replaced many manualprocesses and reduces human error, whichenables hotels to provide a higher quality o fservice to the guest, he elaborates.

The Opera PMS mobile solution,meanwhile, also seeks to streamline activitiesby giving guests not only the option tocheck-in and check-out using a smartphone,but also request turndown service at apreferred time, retrieve messages, place a

room service order and make restaurantreservations. With a guest prole stored forthe next visit, the hotel can deliver a faster,

more personalised service by helping topredict everything from which room a guest

will prefer to their choice of newspaper.When working in multi-property mode,

Luk says that Opera enhances the businessprocess and operations by providing cross-selling functionality and a single guestprole for all hotels, which enables sta toretrieve guest information from the samepool instead of having duplicate proles ineach property.

Multi-property oers single point-of-revenue management and consolidation ofnancial invoices. System administrationis streamlined as there is a single sharedconguration module, where congurationcodes can be set-up and distributed acrossselected properties, he explains.

TinaStehle,Agilysyssystemsdesignedwithlabourecienciesandtheguestexperienceinmind

GilbertLuk,Micros-FidelioHongKongsproductmanagerhotelsystems

AgilysysGuest360providescomprehensiveindividualisedclientdatainformation


12/31

d E s i g n

2 AHCT Jaar 2012

d E s i g n

AHCT Jaar 2012 23

Asense of place is the core guiding principle of anydesigner tasked with re-modelling a hotel property today to ensure the hotel retains a connection with where itis located, especially if that happens to be within an area

of historic signicance while catering to the many and changingneeds of todays sophisticated traveller.

Nowhere is this more apparent than in the bedroom. Gueststoday demand mod cons and hi-tech gadgets and yet want to knowthey have woken up in Mumbai and not Jakarta.

Hirsch Bedner Associates (HBA) is a hospitality industry designhouse on four continents with 11 oces, including in Brisbane,Dubai, Hong Kong, Manila, New Delhi, Shanghai, Singapore andTokyo. e company portfolio covers hotels, spas, resorts and casinosthroughout the Asia-Pacic region and as company literature attests,HBA is pushing to give projects inspired identities by shatteringpreconceived notions of standardised hotel design.

Agnes Ng from the Singapore oce wholeheartedly agrees thatthe trend is away from dark and heavy and towards simple, cleanlines and decor.

We are very much in agreement, she says. Its evident in thenew hotels springing up f rom brands such as Grand Hyatt, Westin,and Kempinski, where we see an interesting mix of textures andpatterns transposed in neutral palettes.

While Ng feels the trend is largely customer/hotel-led, its notentirely. Todays lifestyle can be extremely exacting such that, atdays end the guest prefers nothing more than to retire to clutter-free calmness.

Flexibility to exploreIn general, designers still have the exibility to explore various roomcongurations Ng notes, with no particular room zone being theprimary dictum of room layouts.

In the end, each hotel has to be styled in a specic way and hoteltypes require dierent styles. Business and luxury hotels requ ire adierent approach, where one style should be more sensitive to the

work environment and the other oer luxe to a certain degree,some opulence even, Ng says. And, city and resorts [need] adistinct approach to design. [With] locale and cultural inuences,operator and branding clear [considerations].

Fiona Bagaman, Ngs colleague in Hong Kong, says Guestroomspace is viewed not only as a bedroom now, but together withthe bathroom next to it, so nishes and design have been leaningtowards a lighter, contemporary feel with cleaner, fresher lines allround. HBAs recent design of the Marriott Wuxi, Sheraton Beijing,and Hilton Wuhan are good examples of this. All these have lesscomplicated stone pairings and more contemporary designs.

Most of the design houses projects are in China at themoment, Bagaman notes, where the preference is for lighter and

contemporary. Bagaman feels this is to oset the dusty and heavilypolluted outside.

As with their industr y colleagues, Ng and Bagaman refer tolocation when planning a hotel room design concept. e majordierences are the nishes used and the space planning, Bagamanexplains. In resorts nishes tend to be mo re natural now and spaceplanning tends to be more casual and relaxed, less conned. In acity hotel that would be completely opposite.

A specic approachough it may surprise many visitors to densely urbanised Japan,the country is a land of forests and mountains, and the design ofthe ultra-modern Mandarin Oriental, Tokyo, embodies that with

a woods and water theme running throughout.Fabrics and furnishings have been created from specially selected

natural materials for wallpaper, carpets, upholstery, drapery andcushion covers.

e hotel sits in historic Nihonbashi district so the designfocus is on historical and cultural roots. e area is synonymous

with kimono production and brightly coloured, m ulti-patternedkimono-inspired fabrics are an integral part of the hotels designconcept; lighting is softened using shades of a fabric containing

washi, the Japanese paper used to make fusuma (room partitioning)screens. Isegatas, which are forming sheets for dyeing kimono, arehung in each guest room.

Understatement and calm is the order of the day, so curtainshave been installed which interplay with natural light streaming andmade from a chenille weave to represent a water motif.

Rather than following trends we aim to ensure our properties

Thetrendinhotelbedroomdecorseemstobemovingawayfromheavyfabrics,darkcoloursandopulenceandmoretowardsa

lighter,contemporaryfeel.Zara Hornerndsoutmore

Aviewtoaroom

reect a true sense of place in terms of interior design, says AndrewHirst, operations director Asia, Mandarin Oriental Hotel Group.

Mandarin Oriental, Tokyo, was conceived as a single large tree,with the guestrooms as branches. ese themes have been expressedusing original materials on everything. In keeping with traditional

Japanese aesthetics, no single object was created to stand alone,but rather all items come together to create a harmonious whole.

Hirst points out the trend away from heavy fabrics, dark coloursand opulence is not true o f all hotels. At our most recently openedproperty in Paris, the designer has taken inspiration from therichness, modernity and creativity of the 1930s and art deco, as wellas from the hallmarks of luxury and Parisian fashion. Each roomand suite oers quintessential Parisian, haute-couture style evidentin striking colours and opulent materials. e decoration puts theaccent on luxury with taupe silk cushions and embroidered taetain shades of orange, magenta and plum.

ere are no set guidelines for updating room dcor, Hirst saysinstead maintaining a luxury product is an on-going task withsoft refurbishment taking place on a regular basis. In recent yearsthe group has completely renovated a number of Asian portfolioproperties, including in Hong Kong, Jakarta and Singapore.

Luxury and functionalityMandarin Oriental guests want comfort, design and luxury asopposed to a simpler style of hotel room, Hirst says and aboveall, e room must be functional.

e culture, traditions and heritage of its surroundings haveExecutivesuitelivingroomatTheWestinMumbaiGardenCity

MandarinOrientalTokyopremierdeluxeroomnosetguidelinesforupdatingroomdecor


13/31

d E s i g n

4 AHCT Jaar 2012

inspired the personality andstyle of Fairmont Singapores769 rooms. The hotel says itsguest bedrooms are designed toprovide a private sanctuary, aquiet refuge oering a wealth ofamenities carefully chosen to oerthe highest degree of pampering.

Rooms at the Fairmont aredesigned to reflect a classicand conventional appeal, whileproviding home comforts suchas lounge chairs, fully-equipped

working desks, dual-line phonesand high-speed internet access.

Fairmont Singapores decor isone of understated elegance. Eachroom is well-appointed with simpleyet sophisticated furnishings andamenities a discerning businesstraveller would need and findconducive for a relaxing stay,says Walter Santos Navarro,ass is tant director, marketingcommunications.

We do our utmost to adorn every room with vibrant littletouches that speak volumes of Fairmont Singapores commitment toauthentically local culture and elements that celebrate and embracethe destination.

is could be as simple as putting a bouquet of orchids, whichis an endemic ower to the island nation, a piece of dragon fruitto remind guests of the countrys colourful, tropical avours or apiece of cloth draped on a bed made from a combination of batik,saree and silk which embodies the melting pot and multi-culturaltapestry that makes Singapore what it is today.

Grace Soh is a director at Bent Severin, the design team whichworked on the hotel interiors. Yes and no, she replies when askedif the trend towards simplicity is customer-led. Yes as in whilst

the contemporary feel is preferred,there is no stopping the operatorexpecting the luxe experience fromquality fabrics that excite the senses.For example, the touch and feelof good quality velvets, chenille,satins accented by conversationpiece s ca t t e r cush ions l ikes ilk embroidery, s ilk velvetsmixed mohair.

Interior design in hotels isconstantly changing to follow trends,Norton Pereira notes. e directorof rooms at e Westin MumbaiGarden City says his hotel has avery modern and contemporarylook and feel. In terms of ooring

we have used natural materials likeTurkish Travertine with earthy tonesfor carpets in all our guest rooms. Wehave used neutral colours beige

and brown upholstery, white oakveneer, and pastel wallpapers in theguest rooms as these colours have atranquil eect on guests with a touch

of style and elegance.Lighting also has become an integral part of room decor and

traditional lamp shades have been replaced by modern table lampsand diused cove lighting to make a design impact.

Having opened in January 2010 there has been no need toupgrade the room decor yet, but Pereira says it has been guided bymany factors, including the customers. Decor can vary from brandto brand and can be inuenced by cultures in dierent countries.Most seasoned travellers are loyal to their brand and choosethe hotel depending on the nature of the trip. If it is a businesstrip they usually prefer to stay in a comfortable tech-savvy hotelbut if they are travelling to celebrate an occ asion their choice couldbe dierent.

Guestroom space is viewednot only as a bedroom now, buttogether with the bathroom nextto it, so nishes and design havebeen leaning towards a lighter,contemporary feel with cleaner,fresher lines all round

Fiona Bagaman, HBA Hong Kong

FairmontSingaporeExecutiveClubRoom:designedtoreectaclassicandconventionalappeal

Presidentialsuite,TheWestinMumbaiGardenCity

MandarinOrientalTokyo


14/31

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Growing demandGold by Harlan Goldstein opened in HongKong towards the end of 2010 and oers a

wide range of these meats. Owner HarlanGoldstein says that he has seen a largeincrease in the popularity of quality dry-cured ham and is accordingly selling morein his restaurant.

We are using one leg a week, four legsa month thats a lot of ham, he says. Wecarry a wide selection of 5J leg. Its extremelypopular, people really enjoy this ham as ithas a very nice, rich, nutty taste and can beserved in a varity of ways. We do it on topof tomato bruschetta and its really great.

Goldstein says Gold also serves chorizowith roaste d garlic and smoke d onion swhich is equally popular.

We use Parma ham as well, heenthuses. We combine it with Italianmelon, rocket, shaved parmesan and blacktrue honey the richness of the ham,sharpness of the cheese and sweetness of thehoney really work well together.

Its much more popular now and muchmore exposed in restaurants. People areordering these kinds of meats as a side dish,kind of, lets have a p late of Spanish ham.

In terms of the quality, buyers should

look at the marbling of the ham, the fatcontent, recommends Goldstein. I like it to

weigh around seven to eight kilos, not havetoo much fat and have a nutty, rich taste.eres lots of Spanish ham on the market,but I had to try many before I found theone I liked, he says.

Florence Lo, marketing manager atFiesta, says the company is supplying dry-cured pork products in Hong Kong, whereshe has seen the popularity rising for Spanishhams such as Serrano and Iberico, not justfrom high-end restaurants and hotels, butalso on the retail side.

She believes that part of the reason forthe popularity of Spanish dry-cured hamssuch asjamon serrano is because it is similarin texture and taste to the Italian prosciuttos,

which most people are familiar with.More and more people want to know

more about the where, what and how ofthe dierent food products, she suggests.Once people understand a bit more aboutSpanish dry-cured ham, they realise these areproducts of high quality and are willing tospend a little extra to get them, whether ina restaurant or at a gourmet supermarket.

Lo adds that in the last three years,there has been a clear shift in the Hong

Air-dried and cured

European mea ts ,

particularly Iberian

ham, are becoming

more popular in Asiashigh-end restaurants,

writes Daniel Crefeld

Porcne Perectonwhich in clude Iberian ham, Parma ham,chorizo, Serrano ham, mortadella, pancetta,soppressata, salchichon and others.

Of these, cinco jotasor 5J Iberico hamis regarded by many as one of the nestartisanal Spanish hams money can buy. Of

these, one of the best known isjamn ibricode bellota (acorn). is ham is from free-range pigs that roam oak forests along theborder between Spain and Portugal, eatingmostly acorns. e exercise and the diethave a signicant impact on the avour ofthe meat and the ham is subsequently curedfor up to 36 months.

A priz ed anim al in Spai n, Iber icopigs are highly appreciated for the uniquetaste, texture and marbled fats thathas similar properties to olive oil and isthought to be heart-healthy. is breedof pigs is an indigenous race notablydierent from other pigs, with black fur,long snouts and slender legs.

Genetics also play a role in the dierencebetween Iberico pigs and white pigs. emeat of the Iberico pig is darker as it has ahigher iron and mineral content, which thehuman body can absorb more ecientlythan equivalent nutrients from vegetables.

e genes of the Iberico pig contribute to thehigher percentage of marbled fat in the meat,making the meat juicier with more avour.

Iberico pork fat is regarded as relativelyhealthy as the fatty acids consist of between5055% oleic acid similar levels to thosein olive oil. is is further enhanced bythe strict diet of acorns, which not onlyproduces fat that is good for the heart butthe quantity of acorns in the diet actuallyaects the classication of Iberio pigs.

e pigs are slaughtered at a minimumage of 10 months and are fattened upmost rapidly in the latter stages, whenthe animal doubles in weight over three orfour months.

PataNegraHouseissupplyingawiderangeofIbericoham

Best of the west dishes such ascaviar, foie gras and trues thatAsian customers want to see onthe menus of upscale restaurants in theregion are increasingly being joined by top-quality air-dried and cured meats.

Spain, Italy, Portugal and France arethe primary producers of these delicacies,

JamonIbericobellotafromAnbaAssociatesF o o d

6 AHCT Jaar 2012

F o o d


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destination for holidays and the Spanish

government did a lot of advertising/marketing to promote the country and itsgastronomy, he says.

Iberico ham is the most popular itemfor us, as its the perfect companion to aglass of red wine. Hotels and restaurantslike this product because it is high-qualityand appreciated by Chinese people, as theyare used to eating pork meat.

Candy Kwok, assistant general managergourmet food with Anba Associates, is alsosupplying Iberico and, as well as other meatsincluding duroc, chorizo and cured lomo(pork loin) in Asia.

She agrees that their popularity is risingin the region, especially as with the growingpopularity of wine, customers are looking

for a few complementary nibbles. Kwoksays she also nds many customers willingto pay more for the highest quality of food.

Which of these kinds of products areparticularly popular in Asia? Cold cuts suchas chorizo are the most popular for tapas orpre-drink snacks while Iberico ham for thoseluxury hotels and restaurants. Most three-star hotels look for cold cuts while ve-stars

want more expensive Iberico ham.

Buyer bewareOlivier Pacic managing director, Oliver

Win, has been importing and distributingfine food to hotels, restaurants, clubs,airlines and retail across the Asia region for28 years. He says that as well as a supplier,he also seeks to educate on food productsand the culture of gastronomy sellingprovenance as well as taste.

He sounds a note of warning to thoselooking for quality 5J Iberico ham.

e perfect ham is cured to perfection,

he insists. It doesnt get better with age likewine, its ready when its ready. e rawweight of the ham dictates how long thecuring process should take.

However, he says that some suppliersare selling ham aged for 72 months andcharging substantially more for it.

Selling by age is a joke. A heavier legtakes longer to cure its as simple as that.eres no benet to over-ageing a ham itsa natural product youll just end up witha desiccated ham.

Win says t hat he supplies the wholepackage in order to correctly serve ham a stand, knife, DVD instructions inChinese to teach how to carve, and enoy theproduct itself.

Sausage sensationSpanish people love their sausages. You can always nd a few varieties of air-

cured sausages hanging in a typical Spanish household. The most well-known is

chorizo, which is ground pork, avoured with pimenton (smoked Spanish paprika),

garlic and white wine. The rmer chorizo is sliced and eaten as tapas and the

softer ones are used for cooking. The fat-to-meat ratio helps determine the use of

the chorizos the ones with more fat are used for cooking to enhance the avour

of the dishes and to prevent the chorizo itself from drying out.

The size of the chorizo sausages as well as their usage (for cooking or for

eating sliced) determines the length of time that they are cured. Air-curing time

can range from a week to several months.

Among the popular sausages there are also lomo and salchicon, which are

cured and air-dried in similar ways. The differences between these sausages are

the type of meat (lomo being the l oin of the pig) and the type of marinate used.

Spanish air-cured sausages chorizo, salchichon, fuet are getting popular in

hotels, says Florence Lo, marketing manager at Fiesta.

As chefs become more inventive, so is their use of ingredients. For example,

Spanish chorizo is not merely just used for stews or tapas but for sauces and

salad dressings.

Kong food and beverage industry from

the dominant French/Italian cuisines toSpanish restaurants and tapas bars, a trendhas definitely encouraged the demandfor Spanish products, especially dry-cured hams.

Many ask for an entire leg of Ibericoham which can be placed on a stand andsliced fresh to order. It also serves as avery presentable display at restaurants andhotels.

Tristan Saint-Raymond, manager ofPata Negra House, says that at the mom enthe is only supplying the Iberico ham inHong Kong, but looking increasinglytowards the China market.

ese products are more and morepopular [across Asia], as Spain is a trendy

Sausagessuchaschorizoarebecoming

increasinglypopularinhotels,saysFlorenceLo,marketingmanageratFiesta

CorrectlycarvingIbericohamisareal

skillsaysOlivierPacicsOliverWin

F o o d

8 AHCT Jaar 2012

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Dankowskiegoldryeeldsproducingsomeoftheworldsbestvodkagrains

d r i n k

0 AHCT Jaar 2012

d r i n k

AHCT Jaar 2012 31

Vodka owes its global success to a large extent to itsversatility. It is consumed by a demographic that rangesfrom the sophisticated cocktail connoisseur sipping thedriest of martinis in a bar in Manhattan, to the binge-

drinking British teenagers overdosing on a Friday nights worthof alcopops.

Diageos Smirno vodka is the biggest selling spirit brand in theworld, but recent years have seen Pernod Ricards Absolut mountinga strong challenge to it worldwide.

A plethora of new brands has also emerged, each attempting toestablish a niche in a category which extends from supermarketsown cheaper, supposedly neutral-tasting spirits, to premium pricedbrands such as Grey Goose and Belvedere.

Although the worlds biggest standard, premium and su perpremium brands are well established in the major Asian markets,

until recently relatively few of the newcomers or smaller names hadmade inroads in establishing a presence.

Choices, choicesHowever, they are becoming more proactive, and one man whois pleased to see the range expanding is Sam Jeveons, mastermixologist and bar manager at Caf Gray Deluxe at Hong KongsUpper House Hotel.

Only a very small percentage of the products are new to theworld market, says Jeveons. Many have been around in othercountries. What has happened with each of them is that someonehas now recognised that Asia is a tried and tested market, and theproducts which have a presence in the Europe and North Americanmarkets are becoming available here. I think thats a positive thing.

Jeveons says that at the Upper House he has 11 dierent vodkasfrom seven or eight dierent brands.

Im quite selective as to what I put on the back bar so to a

degree we make the choice for the consumer through what we stock but theres far more choice out there now. e bigger brands arestill rejuvenating themselves and coming out with new things, butits the new quirky underdog vodkas coming out that are quite niceat the moment. Ive just been visited by a brand called Korskenkorva

which is from the oldest distillery in Finland. Its new, it uses dierentgrains so it has a dierent taste expression, so thats interesting formy back bar, he says.

e big names are also moving upmarket, introducing newpremium or super premium expressions and putting extra marketingmuscle behind existing ones.

Competing strongly for a share of Smirno and Absolutsbusiness in the standard category are Finlandia, Stolichnaya,

Wyborowa and Skyy.The major super premium contenders are Grey Goose,

Belvedere, Stolichnaya Elit, Chopin, Ketel One and Smirno Black.Across the board the brand owners are putting more and more

emphasis on their premium and super premium expressions,encouraging consumers to trade up.

ere is also a trend toward limited edition bottlings, led byAbsolut, which recently launched Absolut Mode, the latest editionin a series which has previously produced, among others, AbsolutDisco, Absolut Rock, and last years Absolut Glimmer.

Promoting each of the editions there has been an advertisingcampaign employing images shot by a leading fashion photographer.

Absolut Mode has been photographed by Sharif Hamza, and thecampaign features supermodel Shannan Click.

It was very inspiring to work with Sharif Hamza. Heimmediately came up with an idea for the photo shoot that weloved. It really captures the concept and ends up in breathtakingimagery, both moving images and stills, says Mathias Westphal,global brand director at e Absolut Company.

Is Asia waking up to vodka? Despiteits huge popularity in Europe, NorthAmerica and further aeld, theworlds number one spirit categoryhas traditionally played secondddle to whisky, brandy and evendark rum in the Asian markets.That may now be changing, reportsRobin Lynam

Marketing mixMore creativity is going into marketing vodka, perhaps becauseunlike barrel-aged spirits there is less in the way of complex characterdierences between the brands. e spirits do not speak all thatloudly for themselves.

Each brand has its own character, which is apparent if you tastethem side-by-side, but it is true that most consumers drink them asmixed drinks or in cocktails. Very few taste the expression neat andtherefore get the best out of it, believes Jeveons.

ere are brands and there are products. Grey Goose is still theworlds number one premium vodka, but a panel of experts wouldnot rate it as the best tasting vodka. Its the power of the brandand the power of advertising that leads the way. Brand rather thanproduct is prominent in the customers mind.

As a grain-based spirit po tato vodk as such as Chopin arecomparatively rare and expensive to produce vodka can be mademore or less anywhere, so it should be no surprise that new vodkasdistilled in Asia are beginning to emerge. Jeveons is a fan of Shanghai

White, a premium vodka joint venture between Diageo and theShui Jing Fang Baijiu distillery in China.

Hong Kong has been a test market for it, he explains. etest market period is over now and its being launched in China. Itsmade from Chinese grown product but it has a very Polish bite toit. I like Shanghai White because its an east-west thing, and we area western-owned company in China [Swire Hotels]. eres a storyto tell to guests the fact that its made in Chengdu, and that it isa great tasting vodka, he says.

Diageo also recently increased its stake in the Vietnamese HanoiLiquor Joint Stock Company, Halico, which produces Hanoi Vodka,acquiring a further 5%, increasing its share in the company to 30%.Hanoi Vodka is the market leader in Vietnam, followed by Smirno,and vodka is the fastest growing spirit category in the country.

Backin the

mix PernodRicardsAbsolutVodkaVodkadistillery(MoetHennessyDiageo)


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Vodka vs gin

Strangely or maybe not so strangely gin is having

a resurgence, and when I look at my sales mix gin

beats vodka across the board, says Sam Jeveons,

about customer drinking patterns at Caf Gray Deluxe.

People are calling on gin for martinis. I think were

entering a phase in which people are not drinking whatthe generation before drank. Smirnoff is the largest

seller, but I think its declining.

Now there are more interesting gins around, like

the new No 3 Gin [from Berry Bros] with that coriander

avour. There have, perhaps, been more unique and

interesting gins on the market here in the last year

and a half than there have been vodkas. Maybe thats

why the sales mix i s tilting in gins favour. Certain great

brands have come along and really reinvigorated

the market. Theres now no gender really associated

with it, and i t used to be a mans drink. But thats not

to detract from vodka. I just think other things are

catching up with it.

d r i n k

2 AHCT Jaar 2012

International Wine and Spirit Researchs latestforecast report predicts growth for vodka sales across

Asia for the ve-year period between 2010 and2015. India, which is expected to overtake Russiaas the worlds second largest spirits market by 2013,is forecast to see vodka sales increase by 12%. ecategory is also growing rapidly in ailand, HongKong and Korea as well as joining Baijiu as a serious

white spirit performer in China.We are number one in vodka in every market

except China where we are a close number two, saysGilbert Ghostine, president, Diageo Asia Pacic.We have built the vodka category in India, ailandand Vietnam.

Heritage helpsHowever, Polish vodkas, which are able to trade toa greater extent on heritage, are also establishing astronger presence in Asia.

Authenticity plays a part, says Jeveons. Its abit like Pilsner beers coming from Germany. Placeslike Poland have laws to [keep] their distillationprocesses purer. Also Polish grain is traditionallyrye which is very characterful, so in a world wherethings are mass-produced from wheat, Polish vodkashave heritage but they also have stand up characterbecause the more avourful raw material producesbetter vodka.

Sobieski Vodka is gaining market share in Indiaand Wyborowa and Belvedere are successfullybuilding a following in China. Chopin is a

well-regarded brand in Japan and ubrwka is popular in Vietnamand Cambodia.

As far as premise sales go, Jeveons says that the trend is towardsavoured rather than neutral vodkas an area in which Absolut hasthe widest ranging portfolio, although he prefers Belvedere, whichuses a maceration and redistillation process to thoroughly integratethe fruit avours with the spirit. Flavoured vodkas are more typicallyproduced by adding oils and essences without further distillation,

which is a quicker and cheaper process.

Belvedere has unique avour options in its portfolio. I neverused to be a big believer in avoured vodkas, thinking that asa bartender if you wanted a avoured vodka you could make ityourself, but Ive realised that that there are more sales in avouredvodkas than in neutral ones. Here we use a lot more Ketel OneCitrus than we do Ketel One, he says.

Vodka as a category is growing fast in Asia, and diversifying interms of range and price point as it does so. Brand owners see itbeing a big earner in Asia over the next few years.

Consumers who are accustomed to ordering it mostly as ameans to give a kick to a mixer are being encouraged to explorethe spirits subtleties.

Every bartender should be able to stand behind the producthe is selling based on its character, says Jeveons. Its important togive the customer quality the whole way through.

SamJeveonsbarmanageratCafGrayDeluxeatHongKongsUpperHouseHotel

Belvederevodkafrom

MoetHennessyDiageo


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q u i p M E n t

AHCT Jaar 2012

While hotels want to be seen as being environmentallyaware, organic and natural linens can be expensive,and have suered from a reputation of being fragileand requiring frequent replacement.

The next generation of these fabrics, however, has mademajor advances in durability while improving on their comfortand aesthetics.

Lizette Smook, founder and CEO of Innovasians, a biodiversitysolutions provider to the lifestyle industry, producing eco-products,garments, home textiles and amenities, says that organic beddinghas become an important part of the hospitality industry.

ere was a quick shift in the textile industry as more peoplebegan supporting the green movement, and so sustaining itsdevelopment, she believes.

And she maintains that more people in the industr y are goingback to basics as they become increasingly aware of the synthetics.

ere are many advantages to using natural linens. For example,

There is increasing pressure onhotels to incorporate organic

and environmentally soundfabrics and linens, but they also

have to be robust enough tooffer value for money, reports

Daniel Crefeld

abi f lif

organic cotton is hypoallergenic as it is not exposed to harmfulchemicals, and its production does not need the amount of waterused for classical cotton production.

Eco-friendly bed linens remain a top choice for their soft feeland all natural composition. Almost every luxury bedding companyfeatures a collection that is composed of organic cotton. Moreover,more and more companies have been looking at alternativesolutions, Smook notes.

Innovasians signature fabric is bamboo, as it has a lowerenvironmental footprint than cotton or synthetics and also oersdurability and a silky feel. As with organic cot ton, bamboo beddinghas antibacterial characteristics that make it a favourable option.

Go greenHattonJones Co. Ltd is the only linen company in Hong Kong tobe green certied and the rst there to receive the prestigious GreenSeal from the International Institute of Green Business.

HattonJonessuppieshypoallergenicbed

linensmadefromluxuriousorganicfabrics,includingcottonandeucalyptuspulp


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q u i p M E n t

AHCT Jaar 2012 AHCT Jaar 2012 37

She also notes that linen is more popular than before especiallyin F&B situations and that there is a small but signicant increasein customers mainly ve-stars and boutiques asking for silkbedding products.

ere is also a demand for specialist fabrics. Some hotels requestwaterproof or reproof fabrics and retardant bed linen and curtains,while others ask for fabrics to be nished with Teon.

Act naturallyExecutive housekeeper at the Grand Hyatt Hong Kong, Joseph Tang,says he is using 100% woven cotton at the property. Our bed linenis made in Italy from 100% Egyptian cotton. It is a natural bre

which provides softness and comfort to our guests.In terms of developing trends, he says executive housekeeperswill be looking fo r higher thread count cotto n for their bed linenover the next few years, from 300 to 1,000 thread cotton.

[I think] 600 thread count Egyptian cotton would

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