TTG Asia
Asia/Singapore Wednesday, 31st December 2025
Page 1561

Surging demand for Phang Nga highlights urgent need for airport

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Kayaking in Phang Nga

As Thailand’s Phang Nga Province recorded a record high of nearly 4.5 million visitors in 2016, the lack of a gateway airport is looking to be a key stumbling block, according to a new report by consulting group C9 Hotelworks.

Annual arrivals growth has slowed since 2014, but the compound annual growth rate for the five years ending 2016 remains high at 29 per cent, with strong uplift from the overseas market.

Kayaking in Phang Nga

And despite strong growth from Chinese visitors led by lower margin wholesale business, average daily rates still rose eight per cent.

This is attributed to the increasing mix of overseas source markets, while Western Europe remains the key international feeder market for room nights. The report identified South Korea (+62 per cent), Hong Kong (+57 per cent), Russia (+40 per cent), China (+37 per cent) and Australia (+27 per cent) as top growth markets.

Looking at average length of stay, the number for international visitors is significantly longer at 6.7 days, compared to 2.4 days for domestic visitors.

While international visitor markets pick up, the destination is also battling a “pronounced fluctuation of visitor arrivals throughout the year”. The province last year achieved 65 per cent of its tourism receipts during the high season, which runs from October to March. Cumulatively, revenue totalled more than US$1.1 billion in 2016, with a peak in February due to the Chinese New Year.

Bill Barnett, managing director, C9 Hotelworks, stressed that “Phang Nga desperately needs a gateway airport in order to become a sustainable year-round leisure destination”.

Phang Nga and its leading resort area Khao Lak heavily rely on Phuket’s overloaded international airport. With over 12,000 registered hotel rooms in the province and a burgeoning pipeline of new projects (289 keys are expected to be added this year), something has to give, C9 opined.

Plans for the development of a privately operated airport in Thai Muang District by Bangkok Airways is currently under review as part of the Environmental Impact Assessment. While Phang Nga’s provincial government has been a strong advocate, the project has faced local opposition from the agricultural sector.

C9 pointed out that the province experienced a key shift in 2014 and 2015 when the hotel and restaurant sector surged ahead of agriculture and fisheries to become its leading industry.

“If the situation is allowed to continue the-long term limitation will stunt the province’s most important industry,” C9 stressed.

Lured by Game of Thrones world, more Singaporeans head to the Balkans

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Peles Castle, Sinaia, Romania

Singaporean travellers are eschewing traditional favourites in Central and Western Europe in favour of more novel destinations in the Balkans, observed travel agents at the Travel Revolution fair last weekend.

The recent terrorist attacks in popular cities such as London and Paris are driving the demand for exotic locations elsewhere in Europe, said Alice Lai, assistant general manager of CS Travel.

Peles Castle, Sinaia, Romania

According to Stavri Cifligu, product manager of Balkans destination management company Albania Experience, travellers are starting to venture even further into South-eastern Europe to countries like Romania and Montenegro in what he describes as a “domino effect”.

A big draw of this region, said Cifligu, is its abundance of filming locations for popular shows such as Game of Thrones and Star Wars.

Capitalising on this trend, CS Travel rolled out low rates for its popular 10-day Europe itineraries at the fair to target family year-end travel from Singapore, said Lai.

Agency Travel Star is also providing more customised land tours and translator-guide services for these destinations, said marketing & HR manager Zheng Lingna.

“The trend now is that customers are adding land tours to their free-and-easy itineraries,” said Zheng. “They prefer to buy their own flight tickets online, then come to us with their own set of itineraries and plan their tour with us.”

Held from August 4-6, Travel Revolution also featured a line-up of Turkey, Finland, Norway and Eastern Europe specialist speakers to meet the climbing demand for the Balkans, as well as persisting interest in Scandinavia.

Wyndham Garden gets planted in Phu Quoc

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Vietnam’s southernmost island will welcome the Wyndham Garden Phu Quoc come 2020, adding to Wyndham Hotel Group’s growing portfolio in the country, which includes the newly-opened Wyndham Legend Halong Bay and the 3,200-key Wyndham Soleil Danang opening in 2018.

The 150-villa resort will be located in Phu Quoc’s Duong To Commune, with close access to Bai Truong, the longest beach on the island; Phu Quoc International Airport; and Duong Dong Town.


Wyndham Garden Phu Quoc

Operating under a franchise agreement with Hong Phuc Land, the resort will be South-east Asia’s first Wyndham Garden to feature the brand’s new prototype design, which will feature the use of natural materials, lush colours and abundant natural light to evoke a serene environment.

Wyndham Garden Phu Quoc will feature lush landscaping throughout the resort, with an emphasis on environmental sustainability and eco-friendly materials such as wicker and wood complemented by neutral-toned textiles. The resort’s open-concept architecture will also integrate design and function with full-length windows letting in natural light to create an inviting ambience while cutting back on energy use.

The villas will be modelled to evoke the Vietnamese village-style experience, with clusters of five to seven villas sharing a large courtyard. The two- and three-bedroom villas each come with its own private pool and patio, ideal for larger groups.

Other on-site facilities include a restaurant, lounge bar, pool, gym, spa, commercial centre, and function rooms that can host up to 300 guests for meetings and events.

How OTAs can promote customer loyalty in a new era

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What kept customers happy 10 years ago no longer works today. Internet and new technologies have completely changed consumer consumption behaviours and in turn, companies find themselves constantly adapting just to keep up.

The travel sector, for example, has evolved as a result of digitisation. When consumers began to shift towards online purchases, with the rise of online travel portals such as Expedia in the mid-1990s, physical travel agencies responded by building their presence over the web. New online players including OTAs began to emerge.

In these early days, the goal was simple: to provide consumers a new way to research and book their travel. Back then, customers were still serviced through call centres, where company representatives focus only on answering queries, and customer relationship building post-booking remained offline.

Now, with the rise of digitally empowered customers, customer expectations are evolving yet again. Many OTAs are still behind and need to change their approach yet again to create a new era of customer experience management. The OTAs that thrive will be the ones that evolve their model from an online/offline model to a true omni-channel contact centre that services the entirety of the customer journey.

Five characteristics of a digitally empowered customer:

• Well-informed and always online. Mobile phones and connected devices now play an essential role in our daily routines – whether it is texting, having access to emails or browsing through the web, chances are most of our waking hours are spent online.

• Pressed for time. Being well-connected also means that customers are now used to having instant access to information, amplifying any negative effects from having delays.

• Little attention. As a side effect from the high volumes information constantly pushed out, customers’ attention spans have reduced significantly over the years, making it increasingly challenging for businesses to stand out.

• Non-linear shopping journeys. A digitally empowered customer’s path to purchase is complex – ranging from online sources including websites and social media to physical stores, there are multiple touchpoints that could influence purchase decisions.

• Expect best price, best quality and best service. With the endless amount of choices readily available today, customers have better control over what they want than ever before.

The changing consumption behaviours have evolved customer expectations in three main ways:

• Immediate: Customers today demand assistance with more immediacy than they ever have, expecting a resolution in just 30 minutes for urgent requests conducted over phone. Almost all of them rate the speed of response as the most critical factor in service.

• Exhaustive: Customers expect a seamless experience when interacting with brands, no matter which channel – from call centres to digital messaging apps, emails and in-store services.

• Personal: Customers respond positively to personalised content and services – almost seven out of 10 customers say that they feel valued when customer services know them by name. Almost half of them feel that it is critical for their service history is remembered.

Designing a positive customer experience

OTAs that want to most fully engage with today’s digital consumers must take the perspective of the traveller to achieve long-term customer loyalty. They need to design a positive customer experience at every touchpoint of a traveller’s journey – pre-booking, purchase, pre-travel, in-travel and even post-travel.

Customer services must be strategic and designed to each customer experience. OTAs should make their assortments and product ranges transparent, while curating a relevant and engaging booking experience that keeps the customer’s interest.

When it comes to customer communications, it is essential to connect with customers across all channels, while taking advantage of the benefits afforded by each channel, and noting customer preferences.

For example, generally, most customers (75 per cent) prefer to discuss transactional matters by phone, while phone or emails are good for discussing product information and finalising administrative matters.

However, speed is also an important factor. Almost all (91 per cent) of travellers are happy to use knowledge base or automated systems as long as these are tailored to meet their needs.

While offering services through multiple channels may be complex, it is important to remember that every customer is unique and prefer to communicate via the channel of their choice. OTAs need to support this by deploying an omni-channel servicing model that offer seamless and personalised customer interactions across all channels.

Simply put, OTAs need to create an end-to-end travel experience that is easy, personal and convenient to successfully build customer loyalty from today’s digitally empowered customers.


Hunter Johnson is the director of Sabre Global Consulting, Asia-Pacific.

Event: George Town Literary Festival

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Penang’s George Town Literary Festival (GTLF) will return for the seventh edition this year from November 24-26 with the theme Monsters & (Im)Mortals.

The three-day festival will see panel discussions, book launches, workshops, a poetry marathon, readings, conversations, spoken word performances, dance and film screenings.

Literary luminaries from aroind the globe such as Icelandic poet and children’s book writer Gerður Kristný, Belgian cultural historian David van Reybrouck, and Burmese poet and artist Maung Day will be in attendance, as well as local talents from Malaysia such as novelist Fahmi Mustaffa and fantasy author Zen Cho.

This year’s GTLF is accompanied by a fringe festival and a free public screening of the movie You Mean the World to Me, set in 1970s Penang and the first Malaysian film to be filmed entirely in Penang Hokkien.

The festival is the largest international literary festival in Malaysia and is funded by the state government of Penang, with support by the Penang Convention & Exhibition Bureau as festival producer.

New online platform for Destination Asia partner agents

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Destination Asia has launched Agent Hub, a password-protected online platform partner that agents can use to access up-to-date itineraries, sales tools, training presentations and factsheets, country information and more.

“Our partners are now able to view and download the latest information from each destination they work with us in – and as the site is regularly updated, you no longer need to spend time contacting each country for specific details or updates,” the DMC said in a statement.

Moreover, having agents accessing the same data can help “eliminate confusion or miscommunication between our partners, reservation teams and product departments”.

Also available is a professional quality photo library and the Destination Asia Video Suite. Agents can download high-res images and HD (also 4K option when available) videos for use in their own marketing tools.

Agents currently working with Destination Asia and would like to request an account can email sales@destination-asia.com.

Wyndham to spin off hotel business

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Wyndham Worldwide, which operate brands such as Travelodge, Ramada and Days Inn, has announced plans to spin off its hotel business and combine its timeshare businesses, a strategic move to allow the two separate companies to focus on their core business and growth opportunities.

Wyndham Hotel Group, based in Parsippany, will become a new publicly traded pure-play hotel company; while Wyndham Vacation Ownership, with headquarters in Orlando, Florida, will be combined with Wyndham Destination Network, home to RCI, the world’s largest timeshare exchange company.


The two public companies intend to enter into long-term exclusive license agreements to retain their affiliation with Wyndham Rewards, as well as continued collaboration on key inventory sharing and customer cross-sell initiatives.

The transaction is expected to be completed in 1H2018. The corporate names of the post-spin public companies have not yet been decided.

Following the separation, both companies will have significant scale and leadership positions within their industries, strong cash flows, rich portfolios of brands, and existing relationships in place to drive attractive growth and shareholder value.

The transaction will be effected through a pro rata distribution of the new hotel company’s stock to existing shareholders.

The two companies will have separate boards of directors, both of which will be helmed by Wyndham Worldwide CEO and chairman Stephen Holmes as non-executive chairman.

Wyndham Hotel Group CEO Geoff Ballotti and Wyndham Vacation Ownership CEO Michael Brown will each continue to lead the respective companies as president and CEO, and Gail Mandel, CEO of Wyndham Destination Network, will also retain his post.

Work underway to alleviate Kyoto’s ‘tourism pollution’

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Kyoto Kiyomizu Temple

Tourism officials in Kyoto are implementing initiatives to address complaints about tourist overcrowding, termed by local media as “pollution by tourism”.

Over 56.8 million tourists visited the city in calendar 2015, a record high, spending nearly one trillion yen (US$9.12 billion).

Kyoto Kiyomizu Temple

However, the vast tourist volume is putting pressure on transport infrastructure, while demand for accommodation has led owners of vacant properties to lease out properties – often illegally – according to Shuhei Akahoshi, managing director of the city’s Department of Conventions & Tourism.

Moreover, foreign tourists are often unaware of local customs such as separating trash, hence creating friction with some locals.

The city’s tourism authorities have taken measures to reduce discord.”We have several ongoing advertising campaigns that promote better manners among tourists. We partnered TripAdvisor to release a guide on this and regularly release information on etiquette online and in tourist information magazines,” Akahoshi said.

He added that the city is dispersing crowds by promoting events beyond peak hours and popular parts of the city as well as encouraging visits in the less-congested months of January, May and June.

Matthew Stevens, conventions and conferences specialist, Kyoto Convention and Visitors Bureau, said travel operators and hotels are “the ideal way to get the message across” as the primary touch points for first-time visitors.

“We are also working very closely with travel companies and hotels to promote these ideas and have so far released three booklets that we distribute to travel firms for their customers,” Stevens said. The most recent is a ryokan guide that also instructs foreign guests on etiquette.

Ascott breathes lyf into Singapore’s Funan with US$125m investment

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Ascott's lyf Funan Singapore

The Ascott has announced a S$170.3 million (US$125 million) investment to develop the Singapore flagship of its co-living, millennial targeted concept, lyf, scheduled for opening within the Funan integrated development in 2020.

Made through its serviced residence global fund with Qatar Investment Authority, the investment comprises S$90.5 million allocated to acquiring land and $$80 million to developing the concept.

Ascott’s lyf Funan Singapore

The nine-storey serviced residence will form part of Funan, located in Singapore’s City Hall area close to the CBD and attractions such as the National Gallery, comprising a mall and two office towers offering retail outlets and co-working spaces.

lyf Funan Singapore will offer 279 units and up to 412 rooms, spanning about 1.1ha in gross floor area. Unit types include Big Bed studio units and All-Together business suites ranging from three- to six-bedrooms. The business suites offer smart display screens for video conferencing and discussions while a large table doubles up as a collaborative working zone and dining area.

The property will offer Connect social zones such as co-working spaces and an arena for activities such as hackathons, talks and workshops, as well as the Bond social kitchen for guests to prepare meals and take cooking classes. Other facilities include a gymnasium and Wash & Hang laundromat, where guests can play a round of Foosball while waiting for their laundry.

The acquisition also cements Ascott’s fast-growing portfolio as a serviced residence operator in Singapore, with close to 2,000 units in 12 properties. Within a span of two months, the company has added about 1,000 units across four properties in Singapore; which includes securing a contract from Low Keng Huat (Singapore) to manage a 166-unit Citadines Balestier Singapore (opening in 2021), featuring studios and one-bedroom units, a swimming pool, gymnasium with a running track, social pavilion, children’s playground and barbeque pit.

This follows Ascott’s recent addition of the 240-unit lyf Farrer Park Singapore that was also awarded by Low Keng Huat, as well as a prime 299-unit serviced residence at CapitaLand’s landmark integrated development at Raffles Place. Both serviced residences are also slated to open in 2021.

Ascott is working towards its target of achieving 10,000 units under the lyf brand worldwide by 2020.

New hotels: Lexis Hibiscus Port Dickson, Waldorf Astoria Chengdu and more

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The latest hotel openings and announcements made this week.

Lexis Hibiscus Port Dickson
The hibiscus-shaped property in Malaysia boasts 639 sea-facing pool villas, each with its own pool and steam room. Facilities include a spa, kids club, karaoke facility and a watersports centre. In addition, there are three restaurants, as well as a stretch called Hibiscus Walk that provides guests the opportunity to sample popular Malaysian cuisines. For functions and events, the sprawling resort has no less than 15 meeting spaces, including the Hibiscus Grand Ballroom that can seat up to 700 and the boardroom for 20 pax.

Waldorf Astoria Chengdu
Located in Chengdu Hi-Tech Zone, the 289-room Waldorf Astoria Chengdu is housed within the high-end in99 Plaza, a 190,000m2 mixed-use development. Guest rooms at the 52-storey, Art Deco property start from a spacious 50m2, each featuring the signature Waldorf Astoria bed, a walk-in closet, marble bathrooms with double vanities and a personal concierge cabinet. It is home to six restaurants and bars, a grand ballroom and five meeting rooms with a combined area of over 2,000m2, the Waldorf Astoria Spa, a 24-hour fitness centre and a 25m-long heated indoor pool.

Hotel On The Park
Resorts World Genting has reopened The Theme Park Hotel after a four-year renovation. Now called the Hotel On The Park, the hotel has retained all of its 448 rooms, featuring brighter colours and quirky spaces such as the 743m2 lobby with a stack of giant tea cups. Previously, most rooms could only fit two people, but there are now options for larger groups of four to six people, plus four honeymoon suites that are standalone units. Wi-Fi is complimentary, in addition to a grab-and-go F&B outlet Eatopia.

The Macau Roosevelt
At the five-star Macau Roosevelt, the 368 guestrooms are inspired by Old Hollywood and its glamour – think ebony-lacquered burnt wood doors, polished bronze and carved Italian marble. Facilities include a restaurant, fitness centre and an open-air swimming pool overlooking Macau’s Jockey Club. The 12-storey hotel neighbours the Macau Jockey Club in the Taipa district, and is a short drive from the casinos and tourist attractions such as Coloane Village.

Marriott International opens five hotels in Japan
Marriott International has opened five hotels across Japan, offering more than 800 rooms in total.

The Karuizawa Marriott Hotel (pictured above) is located 70 minutes away from central Tokyo and offers 142 rooms, some of which feature forest views and private hot springs. There are dog-friendly cottages onsite as well. Facilities include a restaurant, three conference rooms, spa, fitness centre and a communal hot spring bath.

Nestled in the wooded hills of the Izu Peninsula is 128-room Izu Marriott Hotel Shuzenji, some of which with its private open-air baths. Facilities include a restaurant, a communal hot spring bath, fitness centre, golf and putting range, tennis courts, as well as two banquet halls.

Fuji Marriott Hotel Lake Yamanaka offers 105 rooms, some of which are Japanese tatami while the rest are Western-designed. Some rooms feature private hot spring baths and views of Mount Fuji as well. Facilities include a restaurant, private room for 40 guests, two conference rooms, a communal hot spring bath and tennis courts.

Located close to Kyoto, Lake Biwa Marriott Hotel offers 274 guestrooms, most of which face Japan’s largest lake. Facilities include a restaurant, a banquet hall for up to 500 guests, a communal hot spring bath, 1,000m2 gym, tennis and futsal courts, an indoor swimming pool and a planetarium with 166 seats.

Near the coast in Wakayama is Nanki-Shirahama Marriott Hotel, offering 182 Japanese and contemporary rooms. Facilities include a communal hot spring bath, outdoor swimming pool, and children’s zone.