TTG Asia asked 20 travel experts which of these hotel marketing representation companies they worked with most closely and why. Top concerns were brand awareness, product variety, ease of booking, commission structure and service standards
Destinations used
Asia – Singapore, Thailand, Hong Kong, Japan, Europe – Italy, France, Spain, Switzerland, Middle East – Dubai, Africa – South Africa, Americas – US, South America, Canada, Oceania
Strengths
Strong network of luxury choices. Product variety is great, as it has a versatile range of old architectural hotels. – Eliza Ma, director and general manager, TLX Travel Hong Kong
Provides a lot of support, and informs us about latest hotel news. Site visits also inspire us to try different ideas. – Faye Handley, director, Red Events Singapore
Particularly good with commissions. – Suthipong Pheunphiphop, managing director, Glory Travel Thailand
Weaknesses
Deals mainly with big players and offers less commission to mid-size firms. Has limited staff and there is no strong communication channel between travel consultants and the company. – Ashwani Gupta, managing director, Dove Travel
Quality of services varies between locations. I would like to see more standardised service across different countries. – Suthipong Pheunphiphop, managing director, Glory Travel Thailand
Viewpoint
The brand is well-established in Asia-Pacific and positively received by clients. It meets the rapidly changing customer preferences and requirements in terms of its depth and breadth of properties. However, it has a flat commission structure, and should look at tiered commission scheme to incentivise travel consultants who can prove themselves. – John Chan, senior manager, sales, distribution and global support, PYO Travel Malaysia
Destinations used
Asia – Hong Kong, Indonesia, China, Pacific – Australia, New Zealand, Middle East – UAE
Strengths
Wide selection of five-star properties and rates are good. – Chris Ng, managing director, MP Travel & Tours Malaysia
Channels for instant bookings and special deals offered. – Budiman Sumardi, Asia leisure manager, Smailing Tour Indonesia
Attractive commissions, which are given out on a timely basis, as well as exclusive deals and promotions. Helpful in providing VIP services and assisting in MICE deals. – Deepak Narula, managing director, Aman Travels India
Weaknesses
Needs to create stronger brand awareness as people still mistake it for a hotel chain, rather than its primary role as a marketing company. – Deepak Narula, managing director, Aman Travels India
Viewpoint
Our customers prefer known names, and its hotels are easier to sell to customers. Worldhotels has a good range of products and rates offered are competitive, allowing us to make better profits. However, travel consultants are not educated on all available products. We have to discover them ourselves. There should be workshops for frontline staff. – Guldeep Singh Sahni, managing director, Weldon Tours & Travels India
Destinations used
Asia – Indonesia, China, Europe, Middle East – UAE
Strengths
Meets the needs of very rich clients who like to be pampered when they are on holiday. – Chris Ng, managing director, MP Travel & Tours Malaysia
One of the few companies that shows interest in MICE business. It also offers detailed and personalised service, as well as special accommodation options. – Rosanna Leung, head of project and business development, MICE World Hong Kong
Weaknesses
Rates are high and commissions are not attractive enough. It should consider extending value-added offers such as welcome drinks and late check-outs. There is also a need for more fam tours and trade fair participation to raise its profile. – Rosanna Leung, head of project and business development, MICE World Hong Kong
Viewpoint
We sell its properties in the largest numbers as it has the pick of the bunch for boutique properties we favour. Having said that, we don’t tend to use marketing and representation companies that much as they offer a particular type of property in each instance, whereas everything we do is bespoke. While they may be fabulous at improving our knowledge, we don’t necessarily book through them. – Lucy Jackson, director, Lightfoot Travel Hong Kong
Destinations used
Asia – Singapore, Malaysia, Thailand, Hong Kong, Macau, Japan, Europe – France, Italy, Spain, Portugal
Strengths
Business travel-friendly due to good response time when providing quotations. Also accepts a wider range of credit cards for payment, and is well-prepared for meeting and event bookings. – Carlson Wagonlit Travel Indonesia president director Royanto Handaya
A good variety of hotels and also has special deals occasionally such as a free night’s stay for a two-night booking. – Unnamed Philippine travel consultant
Weaknesses
Value-added services such as airport transfer arrangements could be provided. – Carlson Wagonlit Travel Indonesia president director Royanto Handaya
Viewpoint
It has lots of hotels, and channels for booking are easier and faster. Commissions are also good, and big discounts are offered when you’re booking for a leisure group or incentive. Some of their hotels were recommended to me by tour operators in those destinations. – Alexander Divinagracia, general manager, Globalwings Travel & Tours Philippines
Destinations used
Asia – Malaysia, Sri Lanka, Europe – France, Italy
Strengths
Good selection of properties that meets the varying needs of our clients who span the mid- to upper-luxury tiers. Highly active when it comes to offering deals and promotions, as well as provides good reservation support and aftercare. – Javiny Lim, managing director, Quotient TravelPlanner Singapore
Its strength is product variety, which means better client satisfaction. – Chamnong Intarot, managing director, Sawasdee Holidays Thailand
Weaknesses
A major weakness is that many of its properties do not have enough staff to take care of all customers. For example, we have found that some huge hotels have only one receptionist.– Chamnong Intarot, managing director, Sawasdee Holidays Thailand
Viewpoint
It offers a tasteful collection of one-of-a-kind properties that is perfect for sophisticated and discerning clients. In addition, a host of gourmet programmes are available. Its portfolio fits our vision of offering customers unique, bespoke experiences. Lodges, bungalows and accommodation that provides in-room butler services in exotic destinations are popular with our clients. – David Song, digital media & marketing, e-commerce manager, Country Holidays Singapore
This article was first published in TTG Asia, July 27 – August 9, 2012 on page 12. To read more, please view our digital edition or click here to subscribe.
Additional reporting from Prudence Lui, Linda Haden, Mimi Hudoyo, Rosa Ocampo, Divya Kaul and Timothy France
