Pan Pacific Hotels Group has appointed Benny Chung as general manager for Parkroyal on Kitchener Road.
The Singaporean was most recently general manger at Langham Place Xiamen, after a transfer there from the former Eaton Luxe Nanqiao in Shanghai.
Chung started his career in the hospitality industry at the former Hyatt Regency Singapore. His initial roles were in sales and marketing, and he assumed his first general manager role in 2008 at the Holiday Inn Hefei Downtown, China.
Asian inbound travel agents recount the biggest disruptors to their business this year and share the learning points from these crises and unexpected situations
HONG KONG
Jenny May
Managing director
Destination Management Company
What was the biggest disruption to your operations this year and how did you overcome it?
We had a few cancellations from Europe-based travellers who were concerned about the terrorist attacks in their part of the world and decided to stay home. The situation seems to have improved and they are resuming their travel plans for next year.
In Hong Kong, there is growing political unrest and the Chinese New Year riots in Mongkok caused a few cancellations.
The few typhoons we had also caused flight delays and cancellations. I think the Observatory shouldn’t have been as cautious in predicting the path and strength of them so it all happened at the last minute. Fortunately the airlines were cooperative and helpful in rebooking flights.
Can you take safety for granted? What safety measures would you like to see implemented in your destination?
You can definitely not take safety for granted, as you never know what will happen next. Keeping up to date with world events and their likely effects on Hong Kong and making sure overseas clients know exactly what is happening is all we can do.
If there is further political unrest in Hong Kong, we will make sure our clients are aware of this and advise them to postpone their travel here.
The same applies to the weather. If a typhoon is likely to affect Hong Kong, we will let them know well in advance, provided the Observatory lets us know well in advance! – Prudence Lui
PHILIPINES
Angel Ramos Bognot
President and managing director
Afro Asian Travel
What was the biggest disruption to your operations this year and how did you overcome it?
The biggest disruption this year were the cancelled flight departures and arrivals due to typhoons, which in turn affected clients’ travel arrangements.
As the ground operator, we lost everything, from ground arrangements to hotel bookings as these services have already been paid for in advance.
A typhoon is a natural calamity and is normally considered pre-sold, but it also depends on the decision of the supplier and our relationship with them. If a client requests for a refund, it will be difficult on our part as we are at the mercy of the supplier. Another challenge arises when a client requests to extend his/her booking due to flight cancellations.
Can you take safety for granted? What safety measures would you like to see implemented in your destination?
Safety must never be taken for granted. We advise clients to have travel insurance so that they can recover losses from flight delays or cancellations.
As for the contract between the supplier and ground operator, it should be reviewed to tackle the issue of force majeure and come to an agreement that’s win-win for both parties.
Potential danger and threats lurk anywhere in the world so a safety warning should always be a part of the travel itinerary. The government has a big role in protecting the rights and safety of travellers, and should update travel warnings in destinations that need it and identify destinations that are safer than the rest. – Rosa Ocampo
INDIA
Louis D’Souza
Executive director
Tamarind Global
What was the biggest disruption to your operations this year and how did you overcome it?
One of the biggest disruptors was the political unrest in the northern Indian state of Jammu and Kashmir. This sort of situation psychologically impacts travel to the region even after stability returns.
How we handled the situation was two-pronged. For clients already travelling, we made sure someone with authority and knowledge of the region reached out to them and assured them that they were in safe hands and would be able to travel back home safely. They were given regular updates on both the unfolding situation on ground and the progress of their travel plans.
It is also important to partner with local agencies that are experts in the region and who are able to prioritise mobilisation of logistics for your clients and respond to their concerns and ensure their safety quickly.
Can you take safety for granted? What safety measures would you like to see implemented in your destination?
No place is a safe haven anymore. The best one can do is to try and be a step ahead, anticipate situations and be prepared for them.
We give our guests as detailed a plan as we can so they know what to expect and what they might encounter in the normal course of events. A guest services manager will also meet clients and hand over a kit containing contact details of people they can reach out to in case of emergency.
Many of the vehicles in our fleet are fitted with GPS devices and have panic buttons to ensure guests that if they have any concerns they will have help at hand. – Rohit Kaul
SINGAPORE
Fred Seow
CEO
TAcentre.com
What was the biggest disruption to your operations this year and how did you overcome it?
We have not experienced anything major like a world war or an epidemic. But this year we can see that there are many new leaderships around the world that will result in changes in the economic order. These will definitely impact businesses and livelihoods, so we have to be ready for such disruptions and be prepared for any shake-up in business.
Can you take safety for granted? What safety measures would you like to see implemented in your destination?
Everyone is aware that Singapore is a very safe and easy destination to travel to and people will generally “let their guard down”. Generally, I think that we can publicise more emergency numbers, apart from the Singapore Police Force’s number. This will help people, especially tourists, to know which numbers to call should they need an ambulance or if they are lost and need directions. – Paige Lee Pei Qi
MACAU
Bruno Simões
Executive director
smallWORLD Experience
What was the biggest disruption to your operations this year and how did you overcome it?
Although we were not affected by typhoons this year, a thick fog in February 2016 affected the departure of many delegates attending the IEEE 802 conference.
We always recommend conference organisers to provide a help desk staffed by local people who know the destination well to help with common situations – not to mention its value in times of unexpected situations!
Can you take safety for granted? What safety measures would you like to see implemented in your destination?
Macau is extremely safe and therefore we tend to take safety for granted. That said, Macau’s stability and safety is one of our selling points. – Prudence Lui
MALAYSIA
Saini Vermeulen
Executive director
Within Earth Holidays
What was the biggest disruption to your operations this year and how did you overcome it?
Malaysia Airlines had a number of flight retimings to Sabah that we were only notified at the very last minute. Luckily, we had all the emergency numbers on hand to inform the various parties involved and rescheduled the itineraries accordingly.
A lesson learnt was to ensure that we have the contact numbers of suppliers on hand for any eventuality.
Can you take safety for granted? What safety measures would you like to see implemented in your destination?
Safety can never be taken for granted. You must ensure that you have the SOP on hand and disseminate the correct information to your clients and their overseas agents.
The Malaysian Association of Tour & Travel Agents has always been proactive in providing real-time information to members. Following terrorist threats in the past, the Malaysian government had put in place more police and army personnel to give people the confidence that it was prepared and had an action plan to cope with emergencies. – S Puvaneswary
CAMBODIA
Pierre-André Romano
General manager
Exo Travel Cambodia
What was the biggest disruption to your operations this year and how did you overcome it?
There were no major events but a couple of demonstrations, which we managed to avoid and modify itineraries accordingly.
More disruptive were Cambodia Angkor Air’s flight cancellations, retiming and delays, largely due to the last-minute notice given, if any. We gathered the major DMCs and raised this issue with the Ministry of Tourism, a co-partner with Vietnam Airlines in this joint-venture airline.
Can you take safety for granted? What safety measures would you like to see implemented in your destination?
Safety is an issue in Phnom Penh and Sihanoukville, not of the physical danger kind but mainly bag snatching cases.
However, this is not only an issue with our clients; some invited travel agents were also victims of bag snatching during an inspection trip, and it gave a terrible image of the city.
We gathered the main DMCs and met with the Ministry of Tourism to fix the problem. There are now more lights in tourist areas and more tourist police in Phnom Penh. We have seen a real improvement from the second semester, but still had a few cases. – Marissa Carruthers
VIETNAM
Jeff Redl
Managing director
Diethelm Travel
What was the biggest disruption to your operations this year and how did you overcome it?
Tropical storms and hurricanes brought down trees and caused vehicles to overturn, causing disruption to roads and railways. The Halong Bay authorities also stopped all cruises one day before the storm’s arrival and ships were asked to arrive back in port in the morning.
Our clients’ safety is our top priority. We always monitor the situation closely and provide clients and agents with updates, as well as assist in making adjustments to clients’ travel plans.
Can you take safety for granted? What safety measures would you like to see implemented in your destination?
Safety is never granted despite having more rules and regulations, infrastructure improvements and personal training.
It is our duty to ensure that all our operations are running smoothly, and take immediate and appropriate actions to solve unexpected issues.
Vietnam could have, like in Europe, several independent organisations that monitor and ensure that all players are following the same standards and provide appropriate levels of training. – Marissa Carruthers
THAILAND
Mingkwan Metmowlee
Managing director
Image D’Asia S.A.
What was the biggest disruption to your operations this year and how did you overcome it?
The global economic downturn has affected the purchasing power of travellers worldwide. Each country also has its own problems such as the weak rouble in Russia and terrorism in France.
I reduce risk by expanding business to new markets in Asian countries. I work with the Tourism Authority of Thailand to develop new products and join tradeshows to look out for new potential markets in this region.
Can you take safety for granted? What safety measures would you like to see implemented in your destination?
Safety is a priority for travellers. To achieve this, the Ministry of Tourism & Sports should work more closely with the Association of Travel Agents and related tourism organisations to develop an international standard for existing and new attractions.
In the past, many negative incidents have damaged the kingdom’s image as a tourism destination. Therefore, the government should rebrand Thailand’s image and take measures to ensure tourist safety. – Chadamas Chinmaneevong
JAPAN
Cameron Stadin
Global sales representative
Global Sales Explorer
What was the biggest disruption to your operations this year and how did you overcome it?
The Kumamoto earthquake (in April) has affected travel in Kyushu quite a bit this year.
I thought things would return to normal quickly, but enquiries are still down. Even though word is being spread that Kyushu is safe and recovering, travellers are still wary. I’ve tried offering new courses and products, but I haven’t had much of a response.
Other inbound companies in Kyushu seem to be having difficulties too, so perhaps the only thing we can do is wait it out.
Can you take safety for granted? What safety measures would you like to see implemented in your destination?
I feel very safe living and travelling in Kagoshima. Sakurajima, the active volcano in Kagoshima, is well monitored by scientists, so there would be plenty of warning if something were to happen.
Japan in general is very well prepared for all kinds of disasters, so I’ve never felt that I was ever in danger. As for theft and other crimes, Japan is one of the safest countries in the world. I have seen people drop an envelope of money in public and have it safely returned. – Kathryn Wortley
SRI LANKA
Mahen Kariyawasam
Managing director
Andrew The Travel Company
What was the biggest disruption to your operations this year and how did you overcome it?
The pull-out by SriLankan Airlines’ direct flights to Paris, Frankfurt and Rome in November was the biggest issue we have been grappling with for the past few months.
We have lost 5,000 seats, and Emirates and Qatar cannot cope with handling a group of 60-70 pax. KLM and Austrian Airlines – which have resumed winter flights – are taking up the shortfall but it’s not enough.
A proper study needs to be done before flights are terminated, especially as Sri Lanka is now trying to increase arrivals. The industry as a whole needs to be consulted for major decisions such as flight withdrawals, which impacts the entire industry beyond the airline itself.
Can you take safety for granted? What safety measures would you like to see implemented in your destination?
Safety is the key to success in every destination. In Sri Lanka, we may be dropping our guard because the war is over and everything is now peaceful.
For example, we need to step up surveillance at airports and tourist areas. We should also revive the Tourist Police force, which was effective and existed many years ago. – Feizal Samath
This article was first published in TTG Asia December 2016 issue. To read more, please view our digital edition or click here to subscribe.
AIRLINES AND AIRPORTS
What are the silliest things passengers do that they don’t realise can harm?
Leslie Thng
Chief commercial officer, Scoot and Tigerair
Imagine reaching for a life vest underneath your seat aboard an airplane in the unlikely event of an actual emergency – only to find that there’s none there! Stealing life vests might seem like a joke but really, it’s the silliest crime that people don’t realise could put other passengers’ lives in danger. Some items on board are obviously for guests to keep – you can be my guest when it comes to our in-flight magazines, which I’m sure is more entertaining than reading the aircraft safety card… Oh, and please leave that alone too! – Xinyi Liang-Pholsena
Alexander Lao
Vice president commercial of Cebu Pacific and president of Cebgo
Some people think that a bomb scare joke is funny but it’s not. And if you are on the plane, it is pretty serious. You will go to jail.
Another issue is passengers not heeding local regulators’ call to turn off their Samsung Galaxy Note 7 phones when on a plane (to avoid the risk of explosion). The US’ Federal Aviation Administration just released an emergency order to ban all Samsung Galaxy Note 7 phones on all airplanes in the US; I think we won’t be far behind (Note: Cebu Pacific and Cebgo have since expanded the ban to all their flights). – Rosa Ocampo
Nick Naung Naung
General manager, Singapore, Malaysia and Indonesia, Finnair
Passengers get excited when the plane lands and stand up before the seat belt sign is turned off. Some like to walk around excessively when it is safer for them to be seated with their seat belts fastened. During the flight, some passengers may reach for things they have stowed in the overhead bin. –
S.Puvaneswary
Chapman Fong
General manager, Terminal 1, Airport Authority Hong Kong
Travellers love taking selfies, especially in front of interesting backdrops at Hong Kong International Airport. Popular selfie spots include destination poles at boarding gates and art and culture exhibitions. Many others like to take close-up shots of airplanes. However, sometimes passengers could become so focused on taking photos that they expose themselves to hazards like tripping over or falling on stairs and escalators. Some may miss their flights or end up at the wrong boarding gates. – Xinyi Liang-Pholsena
CRUISES
What are the silliest things passengers do that they don’t realise can harm?
Buhdy Bok,
President, Costa Group Asia
Unexpected severe weather such as typhoons and tropical storms can cause strong winds and huge waves, bringing threat to passengers onboard whilst at sea. Costa Cruises always places the safety of guests and crew members as our top priority and we work closely with related authorities to keep track of potential inclement conditions. Once in a while, if adverse weather does affect our scheduled itinerary, we will need to modify – or even cancel – some port calls to ensure the safety of all our guests. In this regard, we seek guests’ understanding that we only do this in the interest of their safety and would appreciate their utmost cooperation. – S Puvaneswary
Sean Treacy
Managing director, Singapore and South-east Asia, Royal Caribbean Cruises
Fire is probably the biggest concern for any cruise ship, which is why on our fleet, we have tight fire safety measures and regular fire drills – the safety of our guests and crew are our top priority. Activities involving open flame are limited and only conducted with close supervision and with fire extinguishers on standby. Items that generate heat or produce an open flame and that may create a fire hazard e.g. candles, incense, coffee makers, clothes’ irons, travel steamers and hot plates are also prohibited. – Paige Lee Pei Qi
This article was first published in TTG Asia December 2016 issue. To read more, please view our digital edition or click here to subscribe.
Deluxe King guest room
The new JW Marriott Hotel Singapore South Beach will officially open its doors on December 15, following its refurbishment since South Beach Consortium appointed Marriott International to operate the design hotel earlier this year.
Speaking to TTG Asia at the soft launch yesterday, general manager Derek Flint said the property will target hotel guests from Asia-Pacific, with China and Indonesia being two key markets.
Given the hotel’s “strategic position” in the heart of Singapore’s city in near proximity of two major convention centres, he is keen to raise the proportion of MICE guests from 20 to 30 per cent next year.
A major change can be seen in the new Beach Road Kitchen, which was expanded to 250 seats from its previous 150 to accommodate the expected increase in guest numbers, as well as the debut of JW Spa, according to the general manager.
Meanwhile, slight changes have been made to “Marriotise” the hotel for more effective operations, Flint pointed out.
For instance, the original seven linear check-in counters comprising an exotic desk and cabinet have been replaced with group check-in area at the back of the lobby, he said.
Despite the branding and operator changes, the contemporary and quirky character of the Philippe Starck-designed property is largely intact, with the eclectic lift decked out with glowing marine-life wallpapers remaining a key feature at the hotel.
People queuing outside banks in Hyderabad last month to deposit banned notes
The inbound trade in India is beginning to observe fallout from the government’s demonetisation drive and fear that business will be considerably affected if the cash crunch is not resolved soon.
On November 8, the government declared all currency in denominations of Rs500 (US$7.40) and Rs1,000 illegal tender in hopes of curbing the flow of black money in the Indian economy.
“Though a welcome decision, this is a matter of concern for the inbound sector. Foreign tour operators and tourists are raising doubts before booking their holidays to India because they’ve been seeing visuals of long queues outside banks and ATMs in the media,” Ravi Gosain, managing director of Erco Travels said.
“Most of the foreign tourists who book through tour operators pay in advance for their tours but still they need cash for buying souvenirs and paying tips.”
Gosain is not seeing any decline in enquires or arrivals, but said the situation could change if the cash crunch persists.
Louis Dsouza, executive director of Tamarind Global, is already witnessing effects of the currency crisis. “Some foreign tour operators have dissuaded guests from travelling (to India) till we tide over the issue,” said Dsouza, who is concerned about the availability of Indian currency at ATMs and across hotel counters.
The impact on tourism is especially palpable as a number of historical monuments managed by Archaeological Survey of India (ASI) accept cash as the only mode of payment, posing a challenge for tour operators when they book for groups.
“Entrance fee for a few monuments managed by ASI can be made online, but the website is unable to handle the (volume). This is a serious problem that is giving bad name to India,” lamented Gosain.
A 6.5-magnitude earthquake struck Banda Aceh yesterday, jolting Sumatra’s northernmost province in the early hours of Wednesday morning.
The Indonesia media reported that the deadly earthquake has killed at least 97 people and injured hundreds more. Many homes, mosques and buildings were also damaged in the predawn quake.
The search operation for survivors is still ongoing.
Aceh was devastated by Indian Ocean Tsunami in 2004, which killed some 150,000 people in the province alone.
Representatives of Dusit International, Abduljawad Holding and Agaoglu at the signing ceremony of Dusit Thani Residences Maslak Istanbul, held on December 1, 2016, in Turkey
Dusit International has signed a management agreement with Abduljawad Holding to operate Dusit Thani Residences Maslak Istanbul when it opens in August 2018.
Marking Dusit International’s first project in Turkey, the property will comprise more than 300 apartments and will be part of Maslak 1453, a two million square metres commercial, business and residential hub on the European side of the city.
While serviced apartments will make up the majority of the property, there will also be a branded residence with units leased to tenants on a long-stay basis. Available in four configurations – from one- to four-bedroom – each apartment in the 41-storey building will come fully furnished. Amenities on-site include a swimming pool, gym, spa, lobby lounge, residence lounge, and meeting rooms.
Suphajee Suthumpun, group CEO of Dusit International, said: “This is an important step in our global expansion and puts us in a good position for further development throughout Europe, the Middle East and beyond.”
Dusit International currently operates 29 properties around the world and has 45 confirmed projects in the pipeline across four brands: Dusit Thani, dusitD2, Dusit Princess and Dusit Devarana.
Garuda Indonesia will launch the first direct connection between Indonesia and India when it begins Jakarta-Mumbai flights, via Bangkok, from December 12.
Utilising a Boeing 738 aircraft in a two-class configuration, the thrice-weekly service will operate on Mondays, Wednesdays and Fridays.
With the Mumbai service, Garuda Indonesia now adds the Indian subcontinent to its network.
Apart from boosting trade between the two countries, the new route is expected to drive inbound tourism to Indonesia from India. Indonesia is currently one of the largest markets to India with 350,000 people currently travelling to the region on both business and leisure.
Banyan Tree Lijiang
Barely a week after Taj Hotels and Palaces unveiled its strategic alliance with Shangri-La Hotels and Resorts, the hospitality sector is now abuzz with the announcement of a S$24 million (US$16.9 million) partnership between Banyan Tree Holdings and AccorHotels to jointly develop and manage Banyan Tree branded hotels around the world.
This investment will be made through a mandatory convertible debenture that at conversion will give AccorHotels a stake of about five per cent in Banyan Tree. AccorHotels has an option to purchase an additional stake of about five per cent.
Under this long-term partnership proposed under a heads of agreement, Banyan Tree will also have access to AccorHotels’ global reservations and sales network, as well as its loyalty programme Le Club AccorHotels.
Ho Kwon Ping, executive chairman of Banyan Tree, said: “This agreement is not only transformational for Banyan Tree, but is also an innovation for the global hospitality industry. With the current consolidation of mega hotel companies, smaller but also global players – many family-controlled – are also seeking strategic alliances with the global giants.
“Our strategic alliance with AccorHotels allows us to remain an independent company, enabling us to continue securing hotel management agreements on our own and yet accelerating Banyan Tree’s speed and scope of expansion but with AccorHotels helping us to grow our brands around the world.”
Sebastien Bazin, CEO and chairman of AccorHotels, said: “Our collaboration with Banyan Tree is a great opportunity to complement our business proposition to owners with iconic brands, while always better servicing our guests.
“We will bring scale to the network through our ability to develop and manage hotels under the Banyan Tree brands globally, hence strengthening our leadership in the luxury hotel space. We are confident that our investment will create incremental value for our shareholders.”
Corinne Janssen has been appointed as the new cluster director of sales and marketing of three Marriott International hotels in Thailand – The Westin Grande Sukhumvit, Bangkok; Sheraton Hua Hin Resort & Spa and Sheraton Hua Hin Pranburi Villas.
She was most recently the director of sales – associations, sales operations and events service at Sheraton Grand Macao Hotel, Cotai Central and The St Regis Macao, Cotai Central. Prior to this, she served as the director of sales & marketing at Royal Orchid Sheraton Hotel & Towers in Bangkok and vice president of sales at the Venetian Macao.
The Dutch native started her career with Sheraton Hotels in Europe, where she held sales and marketing roles with properties in Belgium and Turkey.
