HOTEL channel management and connectivity solution provider eRevMax is giving hotel customers metasearch management capabilities through a newly forged partnership with World Independent Hotel Promotion (WIHP).

Available to existing customers, eRevMax provides users with XML interface connectivity to all channel classes from a single patform, allowing them to push real-time rates and availabilities, and bid for higher positions in metasearch channels such as Google Hotel Finder, TripAdvisor, Trivago, Kayak and Wego.

This raises the visibility of rates available on hotel websites.

Meanwhile, WIHP will also offer a managed service to execute the bid management process from a digital marketing perspective, depending on the client’s advertising budget.

Customers can also make use of the advanced tracking service to follow their exact returns on investment for each metasearch channel and a custom-built hotel analytics platform.

Michael McCartan, CEO of eRevMax, said: “Metasearch has become really mainstream, and has witnessed 13 per cent growth in travel search traffic over last year.”

A SELF-SERVICE customs processing programme that will facilitate speedier entry into Australia has been extended to Singaporean travellers with immediate effect.

Australia’s minister for trade and investment, Andrew Robb, and assistant minister for immigration and border protection, Michaelia Cash, made the announcement in Singapore yesterday.

“(Australian) customs and border protection is launching a trial to allow Singaporean e-passport holders aged 16 years and over to use SmartGate self-processing facilities in Australia’s eight major airports,” said Robb.

“The extension to Singaporean travellers will make them the first Asian nation to use this state-of-the-art technology.”

According to local daily The Straits Times, the trial has been rolled out in airports in Sydney, Melbourne, Perth, Gold Coast, Adelaide, Brisbane, Cairns and Darwin and should cut waiting times by 15 to 20 minutes.

SmartGate identifies and processes facial features for customs clearance, said the same report.

Commented Cash: “As more travellers use SmartGate, customs and broder protection officers can focus their attention on people who pose a risk to the border, while legitimate, law-abiding travellers can pass through with ease.”

The self-service facility is currently available to Australian, New Zealand and UK nationals permanently, while US and Swiss citizens have also been allowed to use SmartGate on similar trial arrangements.

WESTMINSTER Travel has sold off its 49 per cent minority stake in Hogg Robinson Group (HRG) Hong Kong after a decade-long joint venture with the latter.

Larry Lo, managing director of Westminster Travel, described the move as a natural course of action after Australia-based Corporate Travel Management (CTM) bought a 75.1 per cent stake in Westminster last November.

“There would be a conflict of interest if we carried on with the joint venture with HRG as CTM also (has) global operations,” Lo explained.

“Since both HRG Hong Kong and Westminster Travel operated independently in the past, the change of ownership will not affect our staff at all. The next plan for (Westminster) is to explore more global corporate (business), which we couldn’t tap before.”

HRG Hong Kong general manager, Tim Hannan, said the buyout followed a review of HRG’s investment and presence in Asia. “With this strategic move, we are given the opportunity to connect with HRG’s wholly owned network; while HRG’s international clientele is now presented with increased seamless opportunities. The single ownership gives HRG Hong Kong the ability to integrate more fully into the HRG networks around the world at a greater speed.”

As HRG has always had full management control of HRG Hong Kong, the management and team in Hong Kong remains the same.

Hannan added: “The stand-alone nature of HRG Hong Kong opens the opportunity for it to target local clients with travel programmes aligned to HRG’s goals and objectives.”

DELIVERING on promises to customers no longer suffices in making a company reliable, according to Hermawan Kertatajaya, founder of marketing consultant firm MarkPlus and president of World Marketing Association.

“Customers are getting smarter and their expectations, higher. Delivering what has been promised now is (accepted as) just okay. You need to be responsive and show a sense of urgency for clients’ requests and needs,” said Hermawan.

Speaking at the Panorama Management Conference in Lombok on February 21, he said today’s customers also need assurance that whoever is handling them possesses professional knowledge, understands their needs and finds solutions to problems.

He added that while in the past clients were treated like ‘kings’, today, the service industry needs to engage more with clients and become their ‘friends’. “You need to show empathy, find out about their desire and anxiety, and fulfil their requests even before they ask you.”

He also said to stay relevant in the ever-changing competitive landscape, reliability for a service company needs to take on a new meaning, which is not just being “okay to customers”, but also to “wow them”.

“Loyalty is no longer determined (only) by how many repeat customers you get, but whether they advocate (others) to (use your services). With so many offers available, it is natural for customers to try different products and services, but which ones they consider better than others and which ones they recommend to their families and friends matter.”

“You cannot stop competitors from catching up but you have to change again before they catch up with you,” he said, while also reminding conference participants that with information widely available through the Internet, company promotions are no longer the strongest tool to attract customers.

Panorama Group CEO, Budi Tirtawisata, said this is the same direction the company is taking.

“We have been coming up with new products and services, creating joint ventures and becoming a regional player, developing e-commerce – all for staying ahead of the competition.”

The management’s strategy is to ride the growth momentum of Indonesian tourism, positioning Panorama as the most integrated group of tourism companies.

STAR Cruises is holding a Korean festival on board its Asia-Pacific cruises across its fleet from March 7 to 30, appealing to die-hard fans of Korean pop culture.

Korean Wave at Sea will be spearheaded by SuperStar Virgo, which is currently homeported in Singapore and sailing to Malacca, Phuket, Penang, Langkawi and Kuala Lumpur.

While Korean delicacies will be served fleet-wide throughout the festival, SuperStar Virgowill offer cooking demonstrations by Korean chefs, meet-and-greet with Korean superstar lookalikes, Korean movies, a traditional costume fashion show, K-pop dance and conversational Korean classes, among others.

From April 7 to October 26, SuperStar Virgo will embark on its Hong Kong homeport deployment, offering 4D3N cruises to Kaohsiung and Taichung as well as to Sanya and Halong Bay, and a one-night high-sea getaway weekly.

CENTARA Hotels & Resorts is making its first move on the Middle East through an agreement with Al Bandary Hotel Management to open Centara Grand West Bay Hotel Doha in Qatar.

The five-star property will be situated within the newly developed district of West Bay, providing easy access to the waterfront promenade Doha Corniche and the airport.

Chris Bailey, senior vice president for sales & marketing at Centara Hotels & Resorts, commented: “Doha’s West Bay is a superb location for a Centara Grand hotel…This neighbourhood is emerging as a prime business and shopping area, and with Qatar growing as a business and leisure destination, we are in a very strong marketing position and can offer our international guests yet another exciting destination.”

Centara Grand West Bay Hotel will offer 264 guestrooms and 96 residences, as well as Club level business rooms and a Club Lounge for business travellers.

Guests can take their pick of four F&B outlets including a rooftop dining and entertainment venue. Other facilities include a spa and a fitness and aerobics centre.

The hotel will also offer space for meetings through its ballroom, a series of smaller meeting rooms and a business centre, all on the same floor.