Artist impression of Holiday Inn Melbourne Coburg, scheduled to open in 2020
At least five new hotels will open in Melbourne over the next few years, among them two Hyatt Hotels and three from InterContinental Hotels Group (IHG).
Firstly, Hyatt has entered into into a management agreement with PEC Portfolio Springvale for a 200-key Hyatt Place hotel. The hotel will form part of a mixed-used complex, which will also include co-working facilities and retail stores.
Artist impression of Holiday Inn Melbourne Coburg, scheduled to open in 2020
Hyatt Place Melbourne Springvale will be located at the intersection of Springvale and Dandenong Roads in the heart of the Monash Employment and Innovation Cluster, which is home to a number of academic institutions, businesses and medical facilities. It will become the second Hyatt Place hotel in Australia upon its expected opening in 2020.
Over in Melbourne’s CBD, a Hyatt Centric is also expected to open in 2020 on Downie Street, a management agreement with developer Little Projects.
Hyatt Centric Melbourne will feature 280 guestrooms and suites, a restaurant, and rooftop bar offering views of Melbourne’s Yarra River and Southbank. Located close to Melbourne Convention & Exhibition Center and the Crown Entertainment Complex, this will mark the second Hyatt Centric-brand hotel in Australia.
Also upcoming in the CBD in 2022 will be a dual-branded Hotel Indigo and Holiday Inn. The property will front onto Bourke Street Mall on one side and Little Collins St on the other.
The A$200 million (US$150 million) mixed-use development will include international retail stores and a combined 453-room hotel – 181 in Hotel Indigo Melbourne Little Collins and 272 in Holiday Inn Melbourne Bourke Street Mall. There will also be F&B outlets, a gym, meeting spaces, and a distinct guest lobby and room experience for each brand. The development will enjoy shared back-of-house services and facilities that create common-sense efficiencies.
IHG has also signed a deal with Barnes Capital to open a design-led Holiday Inn in the Coburg suburb.
When it opens in 2020, Holiday Inn Melbourne Coburg will enjoy views across the town and its surrounding landscape, including Coburg Lake Reserve. It will feature a gym and large meeting facilities, as well as a bar and all-day dining restaurant. The 150-room new-build will show off a bold, new design statement for Holiday Inn, created by architects Hachem.
IHG currently has 47 hotels operating under four brands – InterContinental, Crowne Plaza, Holiday Inn and Holiday Inn Express – in Australasia with another 17 in the pipeline.
Abu Dhabi recorded a 61 per cent growth in Chinese arrivals last year; Sheikh Zayed Grand Mosque in Abu Dhabi pictured
The UAE’s implementation of visa-on-arrival for Chinese tourists in November 2016 has yielded dramatic results, spurring greater efforts from tour operators and hoteliers to reach out to Chinese visitors.
Speaking to TTG Asia at the recent Arabian Travel Market in Dubai, Naveen Saldanha, managing director at Royal Arabian, observed: “The UAE has been promoted in China for the last 10 years but the tremendous change and growth came after the visa-on-arrival facility was introduced for Chinese citizens. We saw a year-on-year growth of 30 per cent from the Chinese market last year.”
Abu Dhabi recorded a 61 per cent growth in Chinese arrivals last year; Sheikh Zayed Grand Mosque in Abu Dhabi pictured
Similarly, Mark Kirby, general manager of Armani Hotel Dubai, remarked that the visa-on-arrival facility “has resulted in strong growth” from the Chinese market.
The hotel recorded a year-on-year growth of 70 per cent from China in 2017. Year-to-date, the growth has been 40 per cent compared to same period last year.
Jamal Abdulnazar, CEO, Cozmo Travel, shared: “The visa relaxation inspired us to open our offices in China. Our focus is on tier-two cities in China, where there is an excellent volume of business.”
On top of the relaxed visa policy, inbound tour operators said the UAE’s tourism offerings – including newer products – has also helped to attract Chinese tourists and better compete with other popular destinations in Europe and Asia.
“More and more Chinese are looking to visit new and unexplored destinations. The UAE offers a host of new and unique leisure attractions like Louvre Abu Dhabi, which debuted last year,” added Jamal.
Even emirates like Fujairah, currently getting few Chinese tourists, are devising strategies to tap this market.
“Our source markets have been European countries like Germany but now our focus is also on China. We are planning to open our representation office in China to help us market our destination. We are also meeting many tour operators from China to understand the needs of travellers from there,” said Omar Bani Hamour, coordinator, marketing and exhibitions, Fujairah Tourism and Antiquities Authority.
Hotel players such as Emaar Hospitality Group are also working towards making its properties appealing to the Chinese market through initiatives like launching a website in Mandarin.
Armani Hotel Dubai’s Kirby also shared: “Besides translating our website in Mandarin, we have hired Chinese-speaking staff not only in the front office but also in our kitchens. We have also introduced signage in the hotel in Chinese. Going ahead, we plan to use popular social media platforms in China like WeChat and Weibo to target affluent Chinese travellers.”
Official figures show that Dubai recorded 764,000 overnight tourists from China in 2017, a growth of 41 per cent over 2016, while Abu Dhabi recorded more than 372,433 hotel guests from China last year, up over 61 per cent. And with a growth of 45 per cent over the previous year, Sharjah recorded 126,000 hotel guests from China in 2017.
A recent report by the consultancy firm Colliers International projected Chinese tourist arrivals to the UAE to grow by 20 per cent in the coming years.
Al Meroz Hotel, a halal hotel in Bangkok, is offering the Ramadan Delight stay package to usher in the Muslim holy month.
Running from May 15 to June 17, the offer includes one night’s stay in a superior room, breakfast Suhoor and Iftar, round-trip transfer from to and from the airport, complimentary late check-out until 15.00, free in-room coffee/tea set, free shuttle service to a nearby shopping complex, as well as a welcome fruit plate and drink.
The package is priced from 4,900 baht (US$155) net per room night for single occupancy, 5,900 baht for double occupancy and 7,400 baht for triple occupancy.
Singapore Airlines (SIA) has added its LCC brand, Scoot, to the HighFlyer programme – the former’s frequent-flyer programme for SMEs.
From May 2, corporate members of SIA’s HighFlyer programme will be able to earn five HighFlyer points for every S$1 (US$0.75) spent on tickets if their SIA or SilkAir travel itineraries include a Scoot-operated flight segment and are booked through SIA’s corporate booking platform or an appointed travel agent, for eligible booking classes and destinations.
A Scoot plane at Changi Airport Singapore
These points may be used as full payment, or part payment for SIA and SilkAir tickets, upgrades and selected ancillaries.
Highflyer members will also have the option to redeem HighFlyer points for travel on Scoot-operated flights later this year.
Scoot’s inclusion in the HighFlyer programme marks the latest addition to its many existing products and services suitable to business travellers, such as the premium ScootBiz cabin on its 787 Dreamliner fleet, with in-seat power and Wi-Fi connectivity, said the carrier’s CEO, Lee Lik Hsin, in a press statement.
Earlier in April, SIA announced that it was adding Lufthansa and Swiss as partner airlines to the HighFlyer programme, where SMEs could obtain points on eligible sectors flown by the carriers.
Victoria Dockside, the ambitious 3 million-square-foot global art and design project along Hong Kong’s iconic Tsim Sha Tsui waterfront, is set to make waves with a ripple of exciting theatrical, art and cultural happenings. It is poised to be a new global art and design district, taking Hong Kong to a new cultural frontier.
Image: Adrian Cheng, Founder of K11 and Executive Vice-Chairman and General Manager of New World Development
Announcing the phase one launch of Victoria Dockside today, Adrian Cheng, Founder of K11 and Executive Vice-Chairman and General Manager of New World Development, was joined by over 1,000 local and international influencers and guests from art, creative media and lifestyle sectors at the Make Waves party at K11 Atelier, the first office building under the K11 brand. The venue K11 Atelier sits within Victoria Dockside, and is the first workplace to integrate art, people and nature in one state-of-the-art building. It also redefines the modern work space with its Vertical Creative City concept, creating an inspiring office environment for the next-generation workforce.
The theme “Make Waves” hints at the disruption brought by Victoria Dockside. At the launch event, guests were led on a fascinating journey through the “Make Waves” exhibition which charts the evolution of the district from 1845 to the present.
Reviving the iconic Tsim Sha Tsui Waterfront
Image: Victoria Dockside Tsim Sha Tsui
When the site was still known as Holt’s Wharf in the early 20th century, it already played a pivotal role in the city’s rise to the busiest port in the world, establishing Hong Kong’s reputation as the Gateway to the East. Following the opening of New World Centre in 1978, this area became a stronghold for international brands in the city and hosted some of the most innovative “happenings” Hong Kong ever witnessed. Forty years on, now as Victoria Dockside created by the cultural enterprise New World Development, it is set to trigger a new wave of disruptions in design, the arts, culture and sustainability. It will be the game-changer that will once again, break through traditions to create a new paradigm for the world.
Adrian Cheng, the mastermind behind the US$2.6 billion Victoria Dockside, said, “Our vision is to make waves at this world-class destination by providing a blank canvas for artists, designers and businesses to maximise their creativity and help create one of the most exciting new neighbourhoods of tomorrow.
Image: Victoria Dockside Hong Kong
“We are committed to establishing new frontiers with Victoria Dockside for Hong Kong. It will offer a kaleidoscope of experiences against the backdrop of one of the most impressive views in the world. This new district will provide a space for locals and international visitors alike to unwind from the chaos of everyday life. And the site will once again become a landmark in Hong Kong, bringing new disruptions and a new scene to the city.”
#MakeWaves in Design
Ten years in the making, the Victoria Dockside masterplan was led by Cheng and created by acclaimed architectural firms, and over 100 designers and consultants across the globe, including renowned names such as Kohn Pedersen Fox (KPF), and landscape architect James Corner Field Operations (JCFO). At K11 Atelier, the interior of the mixed-use office tower was crafted by the Japanese Design studio Simplicity, best known for creating minimalist, people-centric hospitality spaces.
#MakeWaves in Art and Culture
Fringing Victoria Dockside are the newly relaunched green space Salisbury Garden and Avenue of Stars – the promenade is scheduled to reopen in February 2019. These public spaces, both re-designed by New York Highline designer James Corner with the participation of Hong Kong designers such as LAAB, One Bite Design Studio, Urbis Limited and Ronald Lu & Partners, make for a welcoming blank canvas for artistic installations, performances, open-air concerts and other cultural events such as movie screenings. These spaces also offer the perfect view of the Victoria Harbour fireworks display.
#MakeWaves in Workplace
Image: K11 Atelier
Key to the first wave of Victoria Dockside is K11 Atelier, the first K11-branded Grade A office building with in-house cultural programmes to connect the next-generation workforce. Its main lobby doubles as a Community Space with a coffee kiosk and breakout area surrounded by greenery and natural wood. It offers an exceptional ambience for creative minds to connect, collide and inspire each other. K11 Atelier tenants will also be offered access to the ‘K11 Atelier Academy’, a myriad of programmes ranging from spiritual and physical wellness, to productivity, success, culture, creativity, and team building.
#MakeWaves in Sustainability
Referencing the United Nations’ Sustainable Development Goals, Cheng pioneered the “New World Sustainability Vision 2030” and steered the Group to curate business offerings that reflect the elements and benefits of “Green”, “Wellness”, “Smart” and “Caring” in every project. This vision is fully realized in Victoria Dockside.
K11 Atelier holds two top-class green building certifications, and its energy usage intensity is 1.5 times lower than typical Hong Kong office buildings. The façade of K11 Atelier is integrated with one of HK’s largest photovoltaic solar systems, creating enough power to operate around 220 coffee machines.
The entire district is set to fully open in 2019, with a new wave of announcement coming in June 2018. It will also feature an ultra-luxury Rosewood Hotel and Rosewood Residences. The new art and design district will reinvigorate the Victoria harbourfront and create the most exciting new neighbourhood for both Hong Kong residents and the city’s 60 million annual visitors.
What experience from your previous roles at Economic Development Board (EDB) and Singapore Tourism Board (STB) comes in handy for you at Sentosa?
I was involved in destination branding when I was with STB. I was able to use that experience when I returned to EDB and we decided to do business branding in a bigger way. The two boards worked closely together on the whole area of nation branding.
Quek Swee Kuan
When I joined the Sentosa Development Corporation (SDC, in October 2015, replacing Mike Barclay), the management team had already launched the ‘State of Fun’ tagline. So using the experience I had, I was able to work with the team to further amplify brand and step up marketing, both in the local and regional markets and increasingly now, longhaul.
How many people visit Sentosa in a year now and are they mostly locals?
Actually two-thirds are tourists and one-third locals. Our surveys show we get around 19.5 million visitors annually.
Of the two-thirds, more than 50 per cent are tourists from the region, the top five regional markets being India, Indonesia, Malaysia, China and the Philippines.
We think there is scope to grow the longhaul leisure market (in particular the UK, Germany, France and Russia), and the meetings and incentives market. Hotels on the island are really keen to have their fair share of meetings, incentives and reasonable size conferences, especially to fill a lower occupancy during weekdays.
And, indeed, with our golden beaches, two award-winning golf courses, a marina, beach clubs, five- and six-star hotels, Michelin-star dining options and many other facilities and services, we can curate unique experiences for MICE, weddings and leisure travellers (Sentosa is also eyeing to increase the number of luxury visitors to the island).
Is there a perception that Sentosa is a ’been there, done that’ attraction?
I think that’s a lesser challenge for the tourist market but is true of the local market.
On the contrary, for tourists, it’s more of a ‘if you’ve not been to Sentosa, you’ve not been to Singapore’.
The locals’ perception as ‘been there, done that’ is typical for all major attractions in Singapore. In our discussions with one another, we all face a similar challenge of how to continue to have the locals visit our attractions.
One of the factors is that the outbound market is strong and with the strong Singapore dollar, people find it attractive to make short trips to the region, especially during long weekends. But we are all keen to continue to have the local visitorship base; after all, tourists who visit a place want to see and be with the locals.
Are you satisfied with the one-third locals and two-thirds tourists ratio?
Yes, Singapore has a limited population anyway. And if STB continues to do a fantastic job, we will be receiving a lot more tourists. But we’re agnostic whether it’s tourists or locals, we just want to continue to make Sentosa attractive to both.
Who are your competitors?
Both the local players though we all work well together (the top three attractions in Singapore are Sentosa, Gardens by the Bay and Wildlife Reserves Singapore), and the regional ones, be they Legoland (in Johor, Malaysia) or Disneyland in Shanghai.
What’s on the cards with regards to attracting new developments on the island?
We want to approach development in a more considered manner. We do want to make efficient use of our land. We’ve embarked on a long-, medium- and short-term strategy.
For the longer term, we have embarked on a Sentosa 2030 masterplan. That exercise has begun; we have hired consultants (end of 2017, a consortium led by Grant Associates) to help us look at how we can develop Sentosa in the context of the greater southern waterfront – what we should have going forward, and the kind of experiences we should curate, including the hardware and areas such as events programming, connectivity and transport options.
We also want to make sure that we continue to be sustainable.
What’s the vision, or your brief to the consultants?
Sentosa is an island in a city, just like Singapore is a city in a garden. It is very accessible yet it still retains its island tranquillity and charm, and we want to preserve that. We look at it as green, blue and gold – green for the abundance of nature, blue for the water body and gold for the beaches. Our beaches are our greatest asset.
At the same time, we also want to be both a day and night destination. Currently, most people look at Sentosa as a day destination and we are enhancing our positioning and proposition as a day-to-night destination.
It’s a longer-term vision, but the planning has been embarked on in earnest.
What’s the short- and medium term plan?
In the medium term, we’re redeveloping the Merlion Gateway (a 12ha thoroughfare from Resorts World Sentosa past the Merlion Plaza and onto the beaches) to make it more seamless and attractive for guests as they walk through the precinct, both in terms connectivity and experience. For example, we want them to have an immersive experience, and we’re using technology solutions, creating photo points and establishing spaces for smaller programmes and events, for example.
We’ve hired two consultants (Axis Architects Planners as the lead consultant and Serie-Multiply Architects as the design architect) and the intention is to develop this by 2021.
In the short term, we’re looking at enhancing the guest experience and connectivity. For example, we’ve launched a public bus service – tourists and locals can take the bus (SBS 123) to island, stopping at Resorts World Sentosa or the beach. We’ve introduced a seventh train on our monorail, therefore the frequency of trains has increased.
Experience-wise, we’re looking at hardware, software, and now even a third dimension, the virtual world. We need to continue to refresh ourselves and work with island partners on this. The Surrender Chambers, for instance, has been revamped. Luge (a skyride), which has been so successful on this island, introduced two new tracks. AJ Hackett has opened, so we have bungy jump on the island; so has the Maritime Experiential Museum. Madame Tussauds has a new Marvel 4D Experience. The Merlion is being revamped – the list goes on.
In terms of software, events and programming are key and we’ve introduced everything from a Sandsation tournament to a Grill Fest, and dial up our aim to be a night destination with initiatives such as movies by the beach.
As for virtualware, we’ve introduced a new version of our app that guests can use pre-, during and post-arrival. Wi-Fi is free on the island. There are location-based promotions, for instance, and ideas for them to make the most of their visit.
We’re living in such exciting times now. Travel technology continues to evolve at a dizzying pace which, aided by connectivity, artificial intelligence (AI), automation, machine learning, among others, are offering new opportunities for businesses in the travel and hospitality industries.
Just last month, Singapore Airlines announced that its flight information is now available on Google Home, at the same time the voice-assisted device was launched in Singapore.
Marriott International has teamed up with Samsung and Legrand to launch the world’s first Internet of Things (IoT) room, while Hilton is currently beta testing a mobile-centric guestroom. Meanwhile, robot butlers have been introduced in several Singapore hotels to provide services like delivering newspapers and cooking eggs.
Innovation in the tours and activities sector is gathering pace too. Asiatravel and its B2B division TAcentre, together with Yaturu 5800 Israel, are working to bring Israel’s history to life with tours using augmented reality (AR) technology and scripted audio-dramas (Editor’s Note: stay tuned as TTG Asia’s Rosa Ocampo will be joining the AR tour and reviewing it for you).
On the customer service front, chatbots are becoming a popular solution among travel agencies (see our new Customer Service column) to increase staff productivity and alleviate hotlines.
But as tech-savvy as customers have become in an ‘Uberised’ age, the majority, I believe, still prefer a human touch in their interaction with brands and products, especially as more travellers seek authentic, personalised experiences in their travels.
And the reality is that personalised search results, automated check-in at airports or keyless hotel room entry are unlikely to deliver that ‘wow’ experience that will compel travellers to rave about their flight, hotel stay or tour booking. Such technologies will enhance customer satisfaction and drive efficiency, but they won’t create loyal brand evangelists.
For customer loyalty to happen, good, old-fashioned human connections are needed, especially in complex, unlikely or unpredictable situations when things get personal, emotional or highly charged.
Just look at the Troubleshooting and Say It Again sections in our new Customer Service column and it’s apparent travellers still want to be advised despite all the autonomy and information technology has brought.
What keeps a customer returning to H.I.S. Travel in his subsequent travels, for instance, was the agency’s ability to deliver and go beyond his earlier request – i.e. staying only in secluded temples and shrines in Japan. The trust and rapport with the company wouldn’t have been achieved if the travel experts hadn’t understand the complex request the first time round and tailored a highly customised itinerary.
There’s no doubt that technology will continue to drive breakthroughs in the travel sector, but it’s only by maintaining a human touch – understanding, empathising and responding to the subtleties required – that algorithms and AI can add the most value to businesses.
We at TTG Asia like to interact with our fellow readers too. How would you feel if we send a chatbot?
Chat with us, we’re all ears. Human ears that can empathise.
Thoddoo island in the Maldives home to several guesthouses
With more guesthouses popping up across the country amid a rising budget inbound sector, some operators in the Maldives are urging the government to promote this market at overseas trade shows.
“We desperately need more promotion,” Mohamed Karam, president of the Guesthouse Association of Maldives, told TTG Asia on the sidelines of the second International Travel Trade Show of Maldives (TTM), which took place in Malé earlier this week.
Thoddoo island in the Maldives home to several guesthouses
Unlike resorts, guesthouses have limited resources to attend trade shows or do their own international marketing, confided Karam, who owns a 12-room guesthouse on Thoddoo island. “We depend on online sales and cannot afford individual marketing at trade shows.”
Rallying support for island campaigns, Karam added: “Local councils on islands where guesthouses are located must promote each island, its properties and the benefit of a visit. These guesthouses bring huge benefits to the islanders.
“Unlike all-inclusive resorts, guesthouse islands engage local communities to provide facilities like restaurants, swimming pools, spas, shopping and sporting activities,” he pointed out.
The development of guesthouses, with average room count ranging from five to 20, is aimed at helping local communities thrive, Karam said.
He shared that the Maldives went from having just one guesthouse in 2010 to 600 guesthouses across 76 islands today, adding 7,000 beds. The number could rise to 700 guesthouses with a combined 10,000 beds by end 2019, according to Karam.
Anusha Zubair, sales and marketing manager at Fushifaru Maldives, said the guesthouse segment provides a different dimension to the market. “Now travellers have many options and those who are unable to afford luxury resorts can opt for guesthouses if their budget is around US$50,” she said.
Fushifaru Maldives is part of Muni Enterprises group, which owns a 20-room guesthouse on Maafushi island, two safari boats and other businesses.
Hairul Maharis has been named general manager of Mövenpick Hotel & Convention Centre KLIA, a Sharia-compliant property scheduled to open in mid-2018 near the Kuala Lumpur International Airport (KLIA).
A Malaysian native, Maharis boasts a strong background in the management of airport hotels, having previously overseen the Tune Hotel klia2 and, most recently, ISG Airport Hotel in Istanbul.
Over the course of his 25-year-long career, the seasoned hospitality professional has also worked with brands including Le Méridien, Sheraton and Best Western.
Barely two months into its launch, Air Belgium has postponed the launch of its first service – between Hong Kong and Brussels – after failing to obtain the required Russian airspace permit in time for the initial commencement date.
The launch of this four-times weekly service to Brussels South Airport was initially announced for April 30, but has now been pushed back to June 3.
A Belgium Airline spokesperson says the necessary approval will be processed in a matter of days
The airline’s CEO Niky Terzakis explained in a statement: “At this date and despite all efforts of our teams and the Belgian authorities, we are still expecting to receive the overflight permit from the Russian Authorities, knowing that overflying through Russian airspace is unavoidable.
“In addition to the uncertainty created by the above, the complicated and delayed GDS implementation has also prevented Chinese tourists groups from being directed to our flights.”
An Air Belgium spokesman added that the flights were initially scheduled with a “relatively short lead time”, and expressed confidence in obtaining the Russian Overflight Permit in time for June 3. It will take a matter of days, not weeks, he remarked.
The spokesperson also shared that the airline has “proactively (offered satisfactory solutions) to impacted passengers”.
A source told TTG Asia that impact on the Hong Kong trade and consumers has been minimal, with agencies such as Premium Holidays and Wincastle Travel (HK) stating no bookings had been made with the airline.
A larger obstacle in the airline’s way is perhaps its lack of brand awareness in Hong Kong.
Premium Holidays, general manager, Simon Wo said: “I heard about the carrier but have no idea (when they were launching the Hong Kong flights). So far, we haven’t make any booking with it as Cathay Pacific kicked off its Hong Kong-Brussels route in late March.”
He added that competition on the route will be considerable as the destination is “not a hot pick” for Hong Kong travellers.
Eliza Li, senior manager for marketing and product, Wincastle Travel (HK), agreed that few clients are aware of Air Belgium as it is a new entrant, adding that longhaul travellers have preference for carriers like Cathay Pacific, Qatar Airways and Finnair.
Li however suggested: “It’d be great if tourism representatives from Belgium can stage a roadshow in Hong Kong and share some latest travel information with us. From there, we can update our offers and package it with the new carrier’s offers.”
While working with several partners, Air Belgium has also appointed two GSAs in Hong Kong (one each for passengers and cargo). Local sales and marketing campaigns are being rolled out, TTG Asia understands.
Just last month, Singapore Airlines announced that its flight information is now available on Google Home, at the same time the voice-assisted device was launched in Singapore.
