TTG Asia
Asia/Singapore Monday, 6th April 2026
Page 1750

Learning on the go

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Qooco’s David Topolewski shares how mobile learning will make an innovative, cost-effective way to transform training delivery in the hospitality sector

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Governments and companies are embracing mobile learning today, reflecting an effort by society to support and accommodate populations that are increasingly more mobile.

In fact, one of the earliest forms of mobile learning still exists today – reading a book while travelling – although back then it was just called ‘learning’, as the acquisition, transference or sharing of knowledge was traditionally done in the classroom.

The invention of the first mobile phone in 1973 and the surging use of the Internet since 1995 by businesses, students and individuals set the foundations for the arrival and subsequent evolution of mobile learning, which has come a long way since the 1980s.

The first modern instances of mobile learning were conducted through cassette tapes and CDs. Between 1983 and 1987, Singapore telecoms companies even offered Mandarin lessons via telephone.

In the early 1990s, software companies such as Apple and Palm Corporation started developing mobile learning software and European universities started evaluating mobile learning for their own students.

Since these early days, mobile learning has boomed and is afforded much greater attention by institutions and policymakers alike, yet it is still in its infancy. With an already high and still fast-growing smartphone penetration rate and highly developed mobile infrastructure, Asia is in the perfect position to benefit from this phenomenon.

As more smartphones enter the market and infrastructure continues to develop, this trend is set to grow with more governments and companies realising the value and cost-effectiveness of mobile learning over the time-consuming and expensive methods of traditional teaching.

The Ministry of Education in Singapore has already begun mobile learning pilot projects in one of its schools and Malaysia’s YTL is providing 4G wireless access, a countrywide online education system and tablet computers to over 10,000 schools.

Faced with ever-increasing staffing costs and continuous challenges of finding qualified employees, mobile learning has emerged as a low-cost yet highly effective way to train hotel staff, improve service and drive revenues higher. While continued growth in international travel has been a boon for hotels and resorts, it also means that more people from diverse backgrounds and speaking different languages are checking into hotels.

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This is where mobile learning comes in to play. Rather than disrupting staff schedules with lengthy classes and forcing employees to attend study sessions for a few hours a week, hotels are subscribing to mobile learning programmes. Mobile language learning has evolved to provide specialised speech interactive content for each department, providing a near-real simulation of guest interaction with immediate actionable feedback. So, for the first time, hotels have both scale and performance information on the competencies of their employees in real time.

It doesn’t stop at language learning either. Hilton Worldwide has recently announced a complete F&B training course that, supported by a mobile learning company, is available online for their staff worldwide. Courses have been developed for a variety of hotel scenarios, including housekeeping, spa, F&B and front office, with even solutions that train a user on how to upsell in a hospitality setting.

But it is the future of mobile learning that poses even more exciting opportunities. Today, militaries around the world use virtual reality (VR) to train their troops, testing them in a variety of realistic battlefield situations and accurately gauging their ability to cope with pressure and stress, and develop their leadership skills. While the front office is a million miles from the battlefield, the same principles can be applied to hotels.

There is no reason why a typical hotel scenario – an overbooked hotel, irate guests, children playing in the lobby, etc – can’t be replicated through VR, with entire teams working together to fix the problem. This would test the leadership skills of the team leaders, as well as provide a realistic introduction for new employees.

Qooco’s developers are working with Microsoft’s HoloLens to apply mixed reality to staff training. HoloLens blends digital content with the world around us, projecting three-dimensional graphics around the wearer of the lens. We are exploring how this augmented reality (AR) platform can be used to enhance staff training by incorporating digital scenarios into real-life training situations.

Linked to mobile learning is the effective use of artificial intelligence and big data. Once you have an accurate picture of the individual strengths and weaknesses of your employees, you can better place them in situations where they excel. For example, should a large group of Chinese tourists be due to check in on a certain date, the system will automatically assign the employees who are strong in Mandarin (based on their mobile learning scores) and who have shown strong organisational and teamwork abilities during the VR training.

In its purest form hospitality is about cultivating an attitude of great service, teamwork and leadership; it is about having initiative, curiosity, flexibility and care for others. Mobile learning provides a way for individuals who are truly serious about hospitality to take the initiative to continuously cultivate those values.

David Topolewski is CEO of Qooco, which provides mobile language learning and vocational training solutions for employees in the hospitality and service industries.

This article was first published in TTG Asia October 2016 issue. To read more, please view our digital edition or click here to subscribe.

By David Topolewski

IHG appoints Singapore, regional GM

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Michael Martin

Michael Martin has been named general manager of InterContinental Singapore and regional general manager, InterContinental Hotels Group (IHG) Singapore, Malaysia and Batam.

In his new role, Martin will be responsible for driving strategic growth and operational excellence across 14 hotels and resorts spanning five brands including InterContinental, Crowne Plaza, Hotel Indigo, Holiday Inn and Holiday Inn Express in Singapore, Malaysia and Batam.

Michael brings with him over 30 years of experience in the hospitality industry out of which over half was with IHG. Prior to his move to Singapore, Michael took on several leadership roles in IHG properties, and oversaw the growth of a portfolio of hotels across key markets including the United Arab Emirates, China and the UK.

World Routes 2019 bound for Adelaide

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ADELAIDE has won the right to host World Routes 2019, the world’s largest aviation industry conference. This will be the first time the event will be held in Australia.

The three-day event is expected to bring to Adelaide more than 3,000 delegates from major airlines, airports, tourism and aviation businesses around the world.

The South Australian capital in 2010 hosted the Routes Asia conference, and a number of airlines such as Qatar, Emirates and China Southern had since instigated direct flights into Adelaide, according to a statement by the Adelaide Convention Bureau.

“Having hosted the Routes Asia 2010 conference and seeing the airline partnerships that have come to fruition since then highlights the enormity of hosting this event,” said Damien Kitto – CEO, Adelaide Convention Bureau.

Said John O’Sullivan, managing director of Tourism Australia: “(World Routes 2019) is a huge opportunity for Australia to show the world’s route planners why our country is such a great investment proposition for future international aviation development.

He added: “Destination marketing is a complex and highly competitive business and these are the professionals who play such an important part in deciding where international airlines choose to point their aircraft.”

TCEB intensifies MICE backing for Khao Yai

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Kirimaya Golf Resort & Spa’s Atta Lakeside Resort Suites

THIS year, the Thailand Incentive and Convention Association (TCEB) is heavily promoting Khao Yai as a new destination for international business events groups by organising more international fam trips to the region.

Despite Khao Yai’s distance from Bangkok – 200km north-east of the Thai capital and main gateway into the country for international travellers – a TCEB spokesperson feels that corporate groups have many reasons to desire the destination.

The spokesperson pointed out that accommodation options are aplenty in Khao Yai – numerous four- and five-star properties such as dusitD2 Khao Yai, U Khao Yai, and Kirimaya Golf Resort & Spa’s Atta Lakeside Resort Suites have sprung up over the past year.

The spokesperson added: “Khao Yai has eco-friendly and boutique accommodation, state-of-the-art event facilities, and both natural and man-made attractions that are ideal for corporate groups. Pre- and post-tour options include wine tasting, wildlife spotting, farm tours and hot-air ballooning.”

Khao Yai’s offerings will “give MICE visitors – both local and overseas – even more choice when it comes to organising their business events” in Thailand, the spokesperson opined.

Marcus Lee, co-chairman of International China Investment Forum, who took part in TCEB’s fam tour to Khao Yai, told TTGmice e-Weekly that while the destination “may not be the first option for Chinese MICE groups, but for those who have seen enough, this will be something new for them to discover”.

On the other hand, fellow fam tour participant, Ivo Van De Velde, professional travel planner with Belgium-based Advivos, felt that Khao Yai would be a harder sell for his European clients as they have similar activities in nearby destinations such as France and Italy.

In 2014, Khao Yai recorded a total of 3,808,476 Thai travellers and 359,953 foreign visitors, according to the Tourism Authority of Thailand.

Kabuki café in Nagoya targets MICE groups

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NAGOYA-ZA, a kabuki café in Nagoya, the capital of Aichi Prefecture, has launched a package that includes dinner and accommodation for MICE groups.

The kabuki performance relates a traditional Japanese myth about three gods who laid the foundation of Japan by fighting dragons. The audience is encouraged to take part in the story by cheering and throwing provided objects onto the stage. Guests will be seated traditional-style on cushions placed on tatami matting.

“The theatre is specially built for this show,” said Hiroshi Furukawa, theatre manager. “And our show does not require the audience to understand Japanese so we’d like to welcome more guests from overseas.”

The package will include a dinner of famous local specialities and accommodation at Nishiasahi Café Restaurant and Guest House through Nagoya-za’s booking agent, Tourism Designers Co.

“In the future, we plan to have a greater variety of packages available as we collaborate with shops at our base, Endoji Shopping Arcade,” added Furukawa.

Performances, plus a talk session after the final curtain, are on every afternoon and evening on Fridays, Saturdays, and Sundays, and are 90 minutes in duration.

UFI appoints new managers at Paris HQ

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UFI is bringing on board two new hires to help deliver and improve the association’s growing roster of events, committee activities and other industry initiatives.

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Elia-Beissel, new programme manager at UFI

Nicolette Elia-Beissel is joining as programme manager. She was most recently operations director at the Durban International Convention Centre for four years, after being promoted from the roles of acting operations director and exhibition manager.

In the earlier stages of her career, she was with Rai Exhibitions and Events (now known as Thebe Reed Events & Exhibitions) based in Johannesburg, South Africa. As project manager, she worked on international shows as well as her own show in Sandton Johannesburg, Meetings Africa.

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Jana Hofmann, new events manager at UFI

Meanwhile, Jana Hofmann is joining UFI as events manager. For the last six years, she worked as a project manager for the German-based trade show organiser fairtrade Messe, managing various projects in an international exhibition environment with a focus on emerging markets such as Ghana, Iran and Nigeria.

The new hires join the global exhibitions association as it continues to organise numerous events, ranging from the UFI Global Congress to the UFI Global CEO Summit.

Both Elia-Beissel and Hofmann will be involved in the 83rd UFI Global Congress in Shanghai from November 9-12.

New Makati hotel tempts MICE groups with onsen spa

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THE newly minted I’m Hotel in Makati is hoping to lure corporate groups with its onsen spa and other novel water treatment concepts when it soft-opens in November.

I’m Hotel, a brand so named to project guests’ personalities and preferences for an experiential stay, is owned by a Singaporean group and is a sister property to Hotel H2O in Manila. It will first open with 100 rooms, an onsen spa, an infinity pool, MICE facilities and most other facilities. The remaining 334 rooms will open in 1Q2017.

Director of marketing, Melissa Lim, said I’m Hotel targets travellers from Australia, the US, the UK, Singapore, South Korea, Japan and China.

“Based on our studies, the latter four markets will be particularly interested in our onsen spa concept,” she told TTGmice e-Weekly.

I’m Onsen Spa covers 3,800m2 of space over six storeys, with state-of-the-art facilities including carbonated bath technology from Japan; 69 beds; executive and VIP rooms for small exclusive gatherings; relaxation lounges. Premium rooms have a bathtub atelier who will draw a bath with customised scents and light bites and beverages.

I’m Hotel elevates swimming into a sensorial experience with an acrylic-bottomed, see-through infinity pool that can be seen upon entering the lobby.

Lim said the hotel has several venues for events. The 80m2 Palmera room can take 40 pax in a classroom setting, while Narra Ballroom can seat 400 people for a banquet.

China organisations mull cost-effectiveness, safety in corporate travel

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WHILE corporate travel budgets in China increased only marginally in 2016, cost-effective and efficient solutions as well as employee safety are emerging as some key concerns among Chinese organisations, according to new findings from the China Business Travel Survey (the Barometer) by CITS American Express Global Business Travel.

Average growth for travel and expense (T&E) budgets in China in 2016 was 4.86 per cent, consistent with 4.8 per cent growth in 2015.

Of the surveyed organisations, 52 per cent maintained stable T&E budgets for the last 12 months and 61 per cent indicated they will not increase their budgets in 2017.

While the uncertain economic climate impacts enterprises, the majority of organisations surveyed indicated that travel is a core business function and they will continue to invest in and improve their managed travel programmes. 36 per cent said they will need to find smarter ways to spend their budgets to support travel activities, and 29 per cent will try to find ways to increase travel to further accelerate business growth.

Moreover, the proportion of spending on international air travel against domestic air travel decreased this year. The domestic portion this year is an average of 73 per cent (up from 66 per cent in 2015) and international is 15 per cent (down from 19 per cent in 2015).

Meanwhile, the Barometer indicates the top three priorities in formulating business travel policies include: ‘employee safety’, ‘employee’s mental and physical conditions’ and ‘work efficiency of the employee during and after the business travel’.

Among the companies that have changed travel policies during the last 12 months, 28 per cent did so in response to the need to enhance processes and policies in relation to duty of care. Of these, 57 per cent implemented feeds to security service providers, 47 per cent mandated air bookings with a designated agency, and 32 per cent mandated hotel bookings with an appointed agency.

As well, nearly 30 per cent of organisations said they would consider updating their business travel policies in future to address traveller needs, mainly to take into consideration the use of enhanced safety measures.

And while there was a considerable movement away from the practice of using multiple TMCs or agencies in 2015, there has been no further significant change when it comes to using multiple TMCs. However, nearly 59 per cent of multi-agency users surveyed are considering using fewer agencies.

53 per cent of organisations surveyed undertook projects involving enhancement of their travel technologies solutions during the last 12 months.

Worldhotels eyes China properties to bolster MICE business

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WORLDHOTELS, a global brand of independent properties, is planning to add 20 China members over the next two years and focus on increasing its share of MICE business.

Roland Jegge, executive vice president Asia Pacific, named Hangzhou, Chengdu, Dalian, Shenzhen, Kunming and Chongqing as target cities.

“Location, good MICE facilities and a green approach are the key factors we are eyeing. With China MICE groups looking at getting away from the hustle and bustle of city life, we are also keen on mountain resort locations that provide between 200 and 500 rooms,” he added.

As well, Worldhotels launched the Nin Hao Guest Programme in January to help global members qualify and attract the right business from China. Apart from providing Chinese translation for collateral and websites, the Worldhotels Academy also provides courses and training on how to sell to the Chinese and conduct business in China.

Jegge also announced that a former longtime member Hotel Kunlun in Beijing has rejoined Worldhotels’ Deluxe Collection.

Of Worldhotels existing network of 30 hotels in Greater China, the majority are located in Hong Kong, followed by Beijing and Shanghai. The company also has presence in Guangzhou with two hotels and one each in Nanjing, Macau, Shenzhen, Shenyang, Suzhou, Changsha and Wuxi.

Meanwhile, Worldhotels launched World Luxury – a collection of independent hotels certified by LRA by Deloitte – in May. It welcomed its first China member, The White Swan Hotel, in July. The hotel in Guangzhou joins an exclusive club of five others in Phuket, Nha Trang, the Maldives, Gothenburg and Los Angeles.

Integrated travel centres to sprout across Japan’s transport hubs

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Osaka Station. Courtesy: Osaka Info

Travel centres providing services such as ticket sales, currency exchange, baggage storage and tourist information is set to open at Japan’s main transportation hubs.

One such facility will open in March 2017 at Osaka Station, a gateway for travel in the Kansai region. Information there will be provided in English, Chinese, and Korean, and is catered to the needs of foreign visitors specifically.

According to Aria Aoyama of the Osaka Convention and Tourism Bureau, the move comes as the city is seeing great inbound growth. Arrivals in Osaka rose from 2.03 million in 2012 to 7.16 million in 2015.

“We hope the centre will provide not only travel essentials but increase convenience and peace of mind for visitors, allowing access to more than just the expected, but for exploration of the region in greater depth,” said Aoyama.

In recent months, East Japan Railway Company had opened travel service centers at Ikebukuro, Tokyo and Shinjuku Stations, adding to its existing centres at Narita and Haneda International Airports.

A spokesperson said the company is “selecting places for the new centres based on the number of inbound visitors and spaces at stations and airports.”

Yoshihide Taniguchi of Japan National Tourism Organization’s inbound tourism strategy department says travel centres offering regional information is a convenient way for visitors to gain information as they proceed on their travels in Japan.