se asia and mainland china emerging meeting market
DESCRIPTION
TRANSCRIPT
Southeast Asia & Mainland China:
An Emerging Meetings Market
David L Jones, PhD.Associate Professor
Hong Kong Polytechnic UniversitySchool of Hotel and Tourism Management
1
What Ever It Was That Got You To
Where You Are Today, Is Not Sufficient to
Keep You There
What Do We Need to Know About SE Asia and Mainland
China?• MICE industry growth
– Hardware & software• Outbound – Mainland China
– Your attendee• Inbound
– Holding a convention or event
MICE INDUSTRY GROWTH
• Background
– Historical Perspective
– Comparing Western and Asian Meetings
• Why is China changing what we thought we knew?
– China’s new convention centers
• People !!!!
My Perspective
Historical Perspective• Personal experience – since early 90s
• Large meetings and conventions– North American and European
organizations coming to SE Asia, but not really Mainland China
• Exhibitions and tradeshows– Focus on attracting Westerners to Asia
• Small Meetings– Local offices of North American, European
and Japanese companies• What does this mean?
Western Meeting Specifications
• Typical meeting set-ups– General sessions– Breakout rooms
• Size of the meeting sessions• Exhibits are associated with meetings
– 54% of tradeshows managed by associations
• Basis of how Western hotel meeting rooms are built
Typical Meeting Set-ups – North America
Breakout Session
General Session
Differences in Size of Various Types of Meetings
Size of meeting rooms for conferences – North America
Differences in Asian Meetings
• Meeting room set-up– Requirement of head table at all sessions– Formality of meetings
• Simultaneous interpretation• Size?
Asian Meeting Set-ups
Forum General Session Head Table
Breakout Session
Photo to be Added
Today’s Perspective - Meetings
• Intra-Asia meetings and forums• Ease and cost of travel have led
to increases in regional meetings– Mainland China’s high-speed trains
• Associations are growing in Asia– APac CHRIE 2011 – Hong Kong– Mainland China’s Alliance of China
Conference Hotels
Mainland China Perspective
“The government has recently begun to realize the value of the meetings industry”
– Haiyin Lieu, CEO of the China National Convention Center
Size!!
What Size Should Meeting Space Be?
0.06
0.3
1.3
0 0.2 0.4 0.6 0.8 1 1.2 1.4
China
USA
UK
POPULATION
Are We Prepared?Financial industry employees per institution
Hotel ballroom sizes – Hyatt Hotels
Are We Prepared?Financial industry employees per institution
Hotel ballroom sizes – Hyatt Hotels
Grand Hyatt Macau – 20,742 Sq. Ft. – 2,500 Theater Style
Future Convention Center Venues in Mainland China
Anticipating the trend?Two Case Studies
Convention Venue Landscape
• Still about exhibitions– 150 exhibition halls of 10,000 m2– 3,500 official exhibition worth CNY
16.2 billion (USD 2.63 billion)• China National Convention Center
– Changing the landscape– 690 events in first year
• Corporate – 38%• Associations – 24%• Exhibitions – 12%
China Research & Intelligence 2010
CNCC
China National Convention Center - Beijing
Shanghai Expo Center
Size Specification Highlights
• Convention Hall – 6,400 m2 (5,700 people)
• Ballroom – 4,860 m2 (3,000 for banquets)
• Shanghai – Auditorium seating 2,500• Shanghai – 106 meeting rooms
– 11 can seat more than 200 people each• Beijing nearly 100 meeting rooms
– 3 can seat more than 540 people each
Wal-Mart – China - 2011
Wal-Mart - China
• CNCC – January 2011• 4,000 attendees from 329 stores
in China• 79 suppliers – 13,000 m2 of
exhibits
People!!!!
What about the “peopleware”?
War for Talent
• By 2025 Mainland China will have 23 cities with 5 million or more population– No shortage of people
• Getting best and brightest, then keeping them– 60% of college grads don’t find jobs
– Yet, they well change jobs for RMB 500 extra per mos. (less than USD 86)
• Expat or Local?– Salaries in Mainland MICE industry almost equal to
those in Singapore
• Biggest issue – Lack of Middle Management
What About Service Quality and Industry Knowledge?
• Change in past 20 years• Spoken English – Very Good!• International brands versus
domestic brands• Commitment to training• Ability to develop and retain
Middle Managers• Service is part of the culture
Understanding The Lifetime Value
of the Customer• Lifetime value view, not
transaction view – Chinese guanxi
• Revenue and profits by average customer over a lifetime by segment
• Increase average purchase, frequency of visit, life
Development of Service Culture
Business
HomeEducationalInstitutions
Society
Shangri-la Philosophy Has It Changed?
BEFORE NOW
Shangri-La
Hospitality
from
Caring
People
殷勤好客香格里拉情
Shangri-la Signature Events - Example
• Super Value Dates to enable a quick search for the best available room rate across Shangri-La hotels, resorts and Traders hotels
• A written basic proposal and quotation for the event within six working hours of initial enquiry
• Group Online Reservations to save the trouble of consolidating bookings and rooming lists
• Central Credit Administration to facilitate a credit line with multiple properties
• Complimentary guestroom Internet service and function room wireless Internet access
• Total hotel experience with dedicated events specialists in key departments to provide seamless service throughout the hotel
• Streamlined planning with appointed events management professional to handle all event arrangements
• On-site service management with appointed meeting specialist to oversee all event requirements and service delivery
• On-site technical support with dedicated AV technician on hand throughout the event to ensure the smooth operation and functionality of equipment
Questions for You
• Has anyone had success with attracting attendees from Asia?
• Who is interested in increasing the number of attendees from Mainland China?
OUTBOUND CHINESE –YOUR FUTURE
ATTENDEE
100 million outbound Chinese tourists by
2015!!How do you reach them for meeting attendance?
Mainland China Travel
• Spending by outbound Chinese tourists ranked fourth-largest worldwide in 2010.– Up 20.4% year on year
• Top outbound market by 2020 – UNWTO
Approved Destination Status (ADS)
• Visa approval for leisure travel – Approved travel agents and
wholesalers• Selected countries
– Canada and USA are ADS countries• Biggest issue is USA Visa, not
China
Mainland Chinese Attendee Profile
eLong – Hotel Guest Decision Making
1. Prices2. Location3. Description of facilities4. Review of other users
Chinese Luxury Tourist (CLT) – Regions to be visited
Market Probe Travel & Tourism Group, 2011
CLT – Best Hotel/Airline Brands
Market Probe Travel & Tourism Group, 2011
CLT – Class of Service
Market Probe Travel & Tourism Group, 2011
Reaching the Mainland Chinese Attendee
Internet & Social Media• Number of Chinese Internet users has
grown by 1500% since 2000• Currently
– 456 million Internet users• 32% penetration compared to 80% in USA
– 800 million mobile users• Most engaged country online – 92%• More bloggers than Europe and USA
combined
Social Media in Marketing
• Social Networking Sites
• Review Networking Sites
Questions for You
• Who has held a meeting in SE Asia or Mainland China? What were your experiences?
• Who is considering SE Asia or Mainland China?
INBOUND – HOLDING AN INTERNATIONAL MEETING IN MAINLAND CHINA
International Arrivals
• International arrivals staying at least one night reached 55.66 million in 2010, up 9.4 percent on 2009
• China's appearance in the top three was its first, according to the UNWTO
Where did they come from?
Where did they go?
China Meetings
• ICCA – China jumped from #19 to #9 on the list of countries drawing the most association business
• PCOs– MCI– Kellen
USA Corporate Presences in Greater China
• Yum Brands (KFC, Pizza Hut) – 2011 China overtaken USA as top profit maker
• GM– China exceeds USA in 2010
• Las Vegas Sands and Wynn– Revenues are 3 times more in Macao than LV
• Dell Computer– China is 2nd
• Coach– China is fastest growing market
• Starwood & Marriott– Mainland China largest market outside USA
Holding an Association Meeting in Mainland China• Government policy on
attendance and exhibit size - 300 international attendees
• Other issues– Political issues– Visa– Registration costs– Venue cost– Security (copyright and patent)
Application Process for Approval
China Medical Society Example
Criteria for Support from CMA
• Support by China Medical Association & Specialty Society
• Background, scientific benefits, financial benefits
China Medical Association Meetings
• 30 annual meetings of 1000+• Orthopedics is largest• Preferred locations
– Suzhou– Xiamen– 2 most popular then Beijing and
Shanghai• Months – May then September
Key Points You Should Know about Mainland China
• Experienced conference management staff at international brand hotels– Not at lot of depth, however– Willingness to serve
• Local infrastructure is inbound operators – Transitioning from wholesale and incentive markets– Detailed contracts are a new experience– PCO’s very common
• No CVBs yet, but Tourist Boards are evolving to MICE– Beijing Tourism Administration (BTA)– Shanghai Municipal Tourism Administration & Shanghai
International Conference Management– Key players for association meetings approval
• GCMBE – Beijing in December
Where Do You Hold It?• Beijing• Shanghai and Yangtze River Delta
– Hangzhou, Suzhou, Nanjing, Ningbo• Pearl River Delta
– Guangzhou, Shenzhen• Second Tier Cities
– Chengdu, Xi’an, Wuhan, Xiamen, Dalin, Qingdao, Kunming, Chongqing
• SARs – Hong Kong & Macau
Secondary City in Mainland China
Chongqing Example• 50 – 4 & 5 Star hotels by 2015• International brands – Marriott
and IHG• Advantages:
– Convenient transportation– Cheaper than other big cities– Abundant tourism products– Different itineraries
Greater China and SE Asia
Hong Kong SAR
• Cosmopolitan city• Global mindset• Experienced
– Exhibitions– Incentives
• Great convention and exhibition venues
Hong Kong Convention and Exhibition Center (HKCEC)
Asia-World Expo (AWE)
MICE in Hong Kong• Meetings & Exhibitions Hong
Kong (MEHK) – Launched November 2008 – offer one-stop professional support to
MICE organizers• 2008-09 Hong Kong Budget
– earmarked HK$150 million (US$19.2 million) over 5 years to strengthen promotion on Hong Kong as a MICE destination.
Macau SAR• Sleepy fishing village to mega
gaming center• Themed integrated resorts
– Cotai Strip• Venetian• City of Dreams• Sheraton/St. Regis• Galaxy
– City• MGM• Wynn/Encore
• All inclusive themed resorts
• Privately owned & managed
• Extremely rapid development
• Issues, with changes seen every month– transportation– infrastructure– HR
Different business concept
Singapore• Largest MICE destination in SE Asia• Theme integrated resorts
– Marina Bay Sands– Resorts World Sentosa
• Convention hotels– 7 surrounding SUNTEC
• Experienced• Easy transportation• Chinese/Indian/Malay cultures
Singapore
SUNTEC
Other SE Asia MICE Destinations
• Thailand – Bangkok– Political issues
• Malaysia – KL– Muslim country
• Taiwan – Taipei– User friendly for Americans
• Philippines – Manila– Best American English
• Viet Nam – Ho Chi Minh City/Saigon– Not ready yet
UNDERSTANDING ASIA
Cross-cultural Negotiation
Key Points• Decision process
– Collective versus individual– Trust factor – guanxi
• Role of the Players– PCO’s– International brand versus domestic hotels
• Understanding the lifetime value of the customer– Relationship versus transactional
• Negotiations not done over the phone
Asian Principles“3 Plus 1 Factor”
• Respect for Elders• “Face”
– Giving It • Work Before Self
– Importance of the Status of Working for a Hotel
• Plus Factor: Educational Sponges
The Possession of Facts is Knowledge,
the Use of Them is Wisdom
Thomas Jefferson
To Be Fond Of Learning Is Near To Wisdom
智者乐学Confucius
孔子
Thank You
Xie Xie
谢谢!