What key technologies have gained momentum across the hospitality industry as a result of the pandemic?
Covid-19 has not created a new movement but greatly accelerated the digitalisation of the industry. For example, contactless and cashless payment systems have already been on the market for some time, but the need to reduce person-to-person contact has accelerated this transformation.
Similarly, online learning and development platforms for companies have been available since pre-Covid, and there was already a trend for companies to shift in-person training sessions to learning management systems and virtual training sessions, but Covid-19 also sped that up.
Other technologies that have seen swifter adoption include tools that enable internal and external collaboration, like Slack, Microsoft Teams and Zoom, as well as those that enable increased operational efficiencies, such as chat-bots.
How much more do you anticipate digital hospitality will grow from this point?
While many larger companies have already been investing in technologies to enable automation and other work efficiencies since pre-Covid, a large proportion of smaller companies still have not.
In Singapore, there are government grants such as the Productivity Solutions Grant that SMEs can tap into to fund their digitisation, which may cause a further acceleration in the adoption of certain technologies.
In addition, data will guide businesses in the hospitality industry, such as small restaurants, to take the guesswork out of their daily routine and base their decisions on data.
With tech solutions coming to the fore, and social distancing becoming the norm, what place does the human touch have in the Covid world?
Once again, this shows how Covid-19 is accelerating certain trends that were already in place. For example, the implementation of technologies such as kiosk check-ins and keyless entry will continue to proliferate especially in the economy and mid-tier segments, where human interaction is not expected and the hotel experience is much more transactional.
In the luxury domain, however, high-touch service will still be expected to create an elevated, immersive experience, combined with intentional and meaningful human touchpoints as well as technology to replace non-essential interactions. Social distancing and other measures that have been taken during the pandemic have only emphasised the need for human beings to connect and build relationships with others.
How do you predict Singapore’s S$320 million (US$236 million) credits might be channelled towards hotels and/or benefit the local hospitality industry?
With many companies in Singapore still having their employees work from home and hotels strongly pushing out staycation packages, we may start seeing a trend of Singaporeans choosing to take their staycations over the weekdays as well, rather than simply long weekends. The tourism credits will also encourage spending on local attractions, especially amongst families with children.
For Singaporeans – especially millennials – who are used to jetting off to Bali or Bangkok over the weekend, this extended period of stay in Singapore has also led to an increased appreciation of the nooks and crannies that may have been passed over before.
Rather than leaning heavily on the credits or the staycation demand to pull through, how should hotels relook their offerings to maintain a competitive product?
The tough economic reality would likely see Singaporeans curtailing their expenditure until clear signs of recovery appear, so hospitality brands truly need to return to the basics of ensuring excellent products, services and customer experiences to retain and grow a following, as well as to establish an efficient operating model.
While it may seem counter-intuitive to do so during a downturn, it is more important than ever to invest in ensuring a compelling brand story and double-down on training.
How can hotel players around the region rally and work together with each other, or with other travel suppliers, to stay afloat?
During this period, we have seen multiple stakeholders coming together to provide mutual support to each other and the industry, with initiatives coming both from public and private sectors.
An example of the former would be the Ministry of Manpower of Singapore hiring hotel employers who had been displaced due to the pandemic.
(On the private sector side,) EHL alumna Melissa Lou co-founded online marketplace Delegate, which helps users source event venues and vendors, and during this period companies are able to list for free.
Avani Hotels & Resorts has welcomed six new general managers to its team, who will head up properties in Asia and the Middle East.
Slated to open early 2021, Avani Doc Let Resort in Vietnam has welcomed Dennis Gordienko to the role of general manager.
Gordienko first joined the Minor group in 2015 as cluster resident manager at Anantara Maldives. Prior to that, he was executive assistant manager leading the pre-opening of Amari Dhaka in Bangladesh. In 2019, he took the pre-opening helm at FCC Angkor by Avani prior to being reassigned to Avani Doc Let Resort.
The Ukrainian started his hospitality career as an F&B intern in Antalya, Turkey, with Sheraton Hotels & Resorts in 2003. Since then, he has worked in London and also his native country within F&B and rooms departments with international brands such as Radisson, InterContinental Hotels Group, and Fairmont Hotels & Resorts.
He then moved to YTL Hotels – Small Luxury Hotels, where he was general manager of Gaya Island Resort, before moving to Vistana Penang Bukit Jambul in the same capacity.
In another Vietnam appointment, Beatrice Ellis has taken the helm at Avani Hai Phong Harbour View Hotel.
Ellis joins the hotel in a newly-promoted role from Anantara Hoi An Resort, where she has been based since 2017, starting as executive assistant manager and, for the last year, as the resort manager.
The South African brings more than 18 years of international experience in the hospitality industry, spending the previous six years with Minor Hotels in both the Maldives and Vietnam.
Over in Cambodia, Michael Robinson has been named the new general manager of FCC Angkor by Avani.
Robinson’s decade-long career in hospitality has seen him work across the US, Middle East and Asia, starting with a trainee role with Hyatt Regency La Jolla in San Diego. In 2009, he moved to the Middle East as pre-opening assistant manager – front office with Grand Hyatt Doha in Qatar.
In 2011, Robinson joined Park Hyatt Dubai as assistant front office manager, followed by a promotion to the role of front office manager a couple of years later. The New Zealand national then relocated to Vietnam in 2016 to work as director of rooms for Caravelle Saigon in Ho Chi Minh City. Later in the year, he was promoted to his first general manager role for the same property – his last assignment prior to joining Minor Hotels.
Moving onto Malaysia, Avani Sepang Goldcoast Resort has welcomed Yogeswaran Veerasamy as its new general manager.
A Malaysian national, Veerasamy brings over two decades of hospitality experience across Asia and the Middle East. A seasoned hotelier with a strong background in F&B, he began his hospitality career in 1996 at the Raffles Hotel Singapore. Between 1999 and 2008, he held various F&B leadership roles at hotels such as The Ritz-Carlton, Kuala Lumpur in Malaysia; The Fullerton Hotel Singapore; and Raffles Grand Hotel d’Angkor in Cambodia.
Veerasamy was subsequently promoted to executive assistant manager of F&B at The Westin Hyderabad Mindspace in India in 2008. Between 2012 and 2017, he held hotel manager roles at W Singapore Sentosa Cove and The Grand Copthorne Waterfront Singapore, before taking on a general manager role in 2017 at The Hard Rock Hotel Desaru Coast.
Before joining Minor Hotels, Veerasamy was general manager for M Social Hotel Singapore.
Next up in South Korea, Avani Central Busan Hotel has appointed BK Kwon as the property’s general manager.
The South Korean has worked across Europe, Asia and Australia over a career spanning 15 years. Starting as a trainee with Conrad Hotel Bangkok in Thailand, he was promoted to assistant F&B manager in 2006. Between 2008 and 2011, he was based at Parmelia Hilton Perth Hotel in Australia serving as conference & banqueting operations manager, before being promoted to executive housekeeper, and finally, hotel operations manager.
In 2011, Kwon relocated back to South Korea to join Hilton Namhae Golf & Spa Resort as director of operations, followed by a stint at Haevichi Hotel and Resort Jeju as general manager from 2014. Prior to joining Minor Hotels, he was executive director – hotel business division for Haevichi Hotel & Resort Corporation.
Lastly, in the UAE, Georges Farhat has been appointed as general manager for the Avani Palm View Dubai Hotel & Suites, slated to open in 4Q2020.
With more than 25 years of hospitality experience and a strong background in operations, Farhat brings a wealth of knowledge to this role from his previous positions with InterContinental Hotel Group.
Farhat’s first foray into hospitality was in 1994 with the Crown Plaza Dubai Hotel as a management trainee, and he rose through the ranks in both commercial and rooms division. In 2007, he was appointed the property’s hotel manager, followed by his first general manager assignment in 2014. Most recently, Farhat was the opening general manager for the Crown Plaza Dubai Marina.