TTG Asia
Asia/Singapore Wednesday, 6th May 2026
Page 1940

Keeping high touch through high tech

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Technology solutions providers rate how well agencies in the region have gained the high-touch  factor through the use of technology in the past year

dec24_tech_albert-pozoALBERT POZO
President, 
Amadeus Asia-Pacific

The online space in Asia, particularly China, South Korea and India, is where you see the most advanced usage of mobility and mobile devices compared to anywhere else in the world.

The amount of traffic that stems from mobile devices in Asia is over 50 per cent. There is leapfrogging – many companies move from having the majority of their business in traditional (modes) to mobile directly, not necessarily going through the web phrase.

In the more traditional space, some travel agencies have learnt to stay specialised and a few companies have managed to keep the high touch with their clients and keep the knowledge pertinent for those type of customers. Through that, they are able to take a higher share of wallet than if they purely serve clients on the online mode.

Agencies should adopt new technologies and follow the way consumers want to buy.  More consumers want to buy via mobile, but also mobile devices allow the delivery of services in different places in different ways.


dec24_tech_martin-herbertMARTIN HERBERT
General manager – Asia, 
Travelport

Consumers in Asia are very advanced and open to personalised services. However not too many agencies are meeting that demand. They are not investing in that space as sufficiently as they should.

To increase their game in offering personalised service, agencies need to first invest in building up data on their customers and to mine that data for business intelligence insights. They should also be online and mobile-ready because personalised service would most definitely require a fusion of offline, online and mobile touchpoints with the customer.

Travelport has identified these critical needs of our agency partners and have been working on developing the necessary solutions.


dec24_tech_andhie-saadAndhie Saad
Vice president, marketing and sales,
Galileo Indonesia

There are two kinds of travel agents, offline and online.

To compete with OTAs,  offline travel agents are seeking ways to serve clients better. Many have created their own online sites but as travellers are getting smarter, they need to raise their service standards to be more personalised. (So they use technology such as) Galileo’s Travel Profile, which records a client’s profile and preferences. This way, their clients do not need to depend on a specific travel consultant in the company to get personalised service.

Agents need to continue to step up their services by maximising existing facilities.

For example, airlines today offer travellers to choose meals, seat preferences and additional baggage. Travellers usually go to the airline’s website or contact airline’s office themselves to request for these choice after the tickets have been issued by their travel agent.

Agents need to keep up with the latest airline offerings without continually having to check the airlines’ websites. They need to be able to instantly compare fares, see pictures of the cabins and seats in a single window. This will enable them to suggest  options their customers might not have previously considered and offer the best deal for them.


dec24_tech_ambi-moorthyAmbi Moorthy
Product manager for Sales IQ, 
Zoho, India

On a  scale of 1-5, I would rate travel agencies 2.5 on the use of technology to increase personalised service.

In the past decade, agencies have moved from printed brochures to artistically-crafted websites, containing a portfolio of pictures of exotic locations. But the website is just the beginning; the real challenge is converting travel enthusiasts to sign up for an actual trip.

For example, website visitors interested in a backpacking trip to the Himalayas should be shown nearby attractions, fun events and offers that would fuel their curiosity. Sadly, it’s not the case right now; they have to dig through multiple pages of information to make their travel plans.

Travel agencies should realise they need to collect useful data like a contact information, geolocation, website and buying behaviour while a customer is on their website.

All this data should be sliced and diced by a software, creating profiles of their customers. Profiling will also enable agencies to send targeted/personalised messaging based on a website visitors’ interests.

Visitors can also make quicker and informed trip decisions. A platform like Zoho SalesIQ can give you this edge.


dec24_tech_osullivanKevin O’Sullivan
CEO, 
Open Destinations, Singapore

We have noticed growth in the number of enquiries from Asian travel companies over the last few years to upgrade to more advanced software. They want to replace their old legacy systems with new technology that will aid them in providing more personalised service and customise their product offering towards their customers.

The consumer is booking more and more last minute, therefore agencies need to have technology that allows them to service this trend. This can be achieved through increasing integrations with suppliers such as flights, hotels and other ground services.

 


This article was first published in TTG Asia, December 11, 2015 issue, on page 17. To read more, please view our digital edition or click here to subscribe.

Additional reporting from Paige Lee Pei Qi, Mimi Hudoyo, S Puvaneswary and Rohit Kaul

Sri Panwa launches new luxury collection

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VILLA resort Sri Panwa, located on the south-eastern tip of Phuket, is opening 30 new pool suites and penthouses come January 2016.

Named The Habita at Sri panwa, each unit range between 69m2 to 139m2, feature nature-inspired designs and offers an infinity pool as well as panoramic views of the Andaman Sea.

The resort’s signature Cool Spa has six treatment rooms with Jacuzzi bathtubs and two outdoor pavilions for those who prefer the outdoors. Yoga sessions and vitality plunge pools are also available.

Two new F&B options join Sri Panwa’s offerings, including modern Chinese restaurant Baba Chino, helmd by Thai Iron Chef Pom, and shisha and cigar joint Baba Shisha Lounge.

Bill Barnett releases anecdotal travel book

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BILL Barnett, one of Asia’s leading hospitality experts and founder of consultancy C9 Hotelworks, has released a new book titled Slave to the Bean: Random Dispatches from the Inferno – a collection of short stories about luxury hotels gathered from his personal experience working and travelling in the region.

Before founding C9, Barnett was already an insider in the hospitality business having worked with international hotel management companies and publicly listed organisations such as Four Seasons, Ritz-Carlton and Grand Hyatt. He had also acted as a top-level advisor to hotel developers in Asia and around the world.

In a media statement, his book was described as a writing which “distills his fear and loathing into a heady brew of dark apocalyptic visions, anecdotes, blunt views and spades called as spades, as he takes aim at his pet peeves and villains, from terrorists to backpackers and the ubiquitous bearded hipsters.”

Slave to the Bean is Barnett’s fourth authorship, having written Collective Swag, It Might Get Weird and Last Call previously.

A book launch event will be held at boutique hotel Ad Lib in Bangkok today.

Akaryn to open The President in Vientiane

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AKARYN Hotel Group will be opening The President hotel in Laotian capital Vientiane come March 2016.

The 30-room property, inclusive of two presidential suits, will be sited near landmarks House of Parliament, the Presidential Palace and the temple of the Emerald Buddha.

Seven dining establishments are available featuring a range of fine dining, local and international options, while those who are a part of its private member’s club will gain access to a cigar lounge, humidor and whisky cellar.

Amenities include business facilities, an Ayurah wellness centre, pool and gardens featuring classical music concerts every Sunday.

For meetings, a range of private dining rooms and a ballroom capable of accommodating 100 guests are available.

Avani Riverside Bangkok opens in April

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BANGKOK will be welcoming the launch of the 26-storey Avani Riverside Bangkok Hotel in April 2016.

Located on the banks of Chao Phraya River, 15 minutes from the BTS Skytrain station by complimentary shuttle boat, the hotel is a 251-room and suite property featuring river and city views.

F&B options include rooftop Attitude Bar and Restaurant, as well as establishments Long Bar, Skyline, and grab-and-go casual eatery Pantry. The hotel also has an infinity pool and is adjoined to shopping mall Riverside Plaza.

A grand ballroom on the 10th storey offers nearly 4,500m² of space capable of accommodating up to 1,500 guests.

Travelport Smartpoint gets new features

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TRAVELPORT’s point-of-sale platform, Travelport Smartpoint, has received a series of upgrades and new functions catered to the needs of travel agents.

A new addition to the booking platform is the ability to search for hotels by vicinity using a full or partial address. Previously, users had to refer elsewhere for more information.

A hotel billback solution has been integrated into Travelport Smartpoint, which enhances security and automates the manual reconciliation process utilising Virtual Account Numbers (VANs) provided by eNett International.

Web portal SeatGuru, which allows travelers to choose airline seats and in-flight amenities, has also been integrated with the platform. Reviews from the site are now accessible directly from Travelport Smartpoint, allowing agents greater convenience for sales of ancillaries.

Jason Clarke, managing director for agency commerce at Travelport, said: “We are constantly talking with and listening to our travel agency customers to find out exactly what their requirements are and these new enhancements come as a direct response to those conversations.”

Batang Ai resort to remain open after Hilton exit

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MONTHS of speculation over the future of Batang Ai Longhouse Resort, managed by Hilton in Sarawak until December 31, 2015, was put to rest yesterday during an industry briefing in Kuala Lumpur.

It was officially announced that local Malaysian company Aiman Agro Park had purchased the property from Tradewinds Hotels & Resorts this month for an undisclosed sum and will be managing the property through its subsidiary, Planet Borneo Lodge Management.

The 100-key property will be renamed Aiman Batang Ai Resort and Retreat from January 1, 2016.

Rumours that the 20-year-old property will be closed after Hilton makes an exit had caused some European operators to remove the product from their brochures.

Gracie Geikie, director of operations at Batang Ai, said current contract rates will be honoured and maintained until March 31, 2017. She added: “This will give us time to complete our handovers, reassignment of licenses and permits, new insurances and to focus on the critical areas of rebranding and repositioning of the resort as well as repairs and maintenance.”

The immediate plans for the resort, located on the fringe of the Batang Ai National Park, is to give it an extensive refurbishment with minimal disturbance to guests. “There will be no major construction or demolition works,” promised Geikie.

Current staff will be kept, along with 14 new additions, many of which are senior positions including a general manager and a F&B manager.

Khiri Travel appoints Brouwer as CEO

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FORMER Diethelm Travel Group CEO, Richard Brouwer, is joining Khiri Travel as CEO effective January 4 as founder Willem Niemeijer steps up as chairman of Khiri Travel and Khiri Travel Group.

The appointment is in line with aspirations to double the size of Khiri Travel in five years, according to Brouwer in an interview with TTG Asia e-Daily.

“Khiri Travel is extremely well-organised at the back of the house – systems, staff, product, IT, etc – thanks to Willem’s vision in putting that in order so that we are now ready to go for further growth,” said Brouwer.

Khiri Travel is the main pillar of Khiri Travel Group, which has other ventures including the outbound travel company in Thailand, Khiri Voyages, and a non-profit foundation, Khiri Reach. Niemeijer is expected to further develop these and other ventures within the group.

Niemeijer said: “Richard’s appointment is a major statement by Khiri Travel. It underscores Khiri Travel’s ambition to grow while staying true to its commitment to responsible tourism.

“Under Richard’s leadership, Khiri Travel’s mission and vision will remain the same – to be the best DMC in Asia and the champion of the triple bottomline: people, planet and profit.”

Operating in eight countries with some 180 staff today, Khiri Travel makes its mark in responsible tourism, offering specialised inbound tours to key tour operators in Western Europe and the US. Brouwer said this niche was its key advantage, when asked how he planned to double the size of the company.

“Khiri is extremely deep into the product; it is able to give people experiences and this is what people want today. Even the general tour operators have been complaining that there aren’t enough innovative products – this has been their constant refrain. Willem is fantastic in product development, it is now a question of us getting a foot in more doors and talking to the right person in the company,” said Brouwer.

Brouwer brings to Khiri a regional and global network of contacts and over 25 years of professional experience in the travel industry. He was COO of Diethelm Travel, the largest DMC in South-east Asia, for six years to 2012, before taking on the role of CEO from 2012 to 2015. Prior to joining Diethelm Travel in 2000, he had an 11-year executive career at Amari Hotels and Resorts as corporate director sales & marketing and group marketing manager.

Said Brouwer: “I have admired Khiri Travel’s achievements in responsible tourism over the last few years. I aim to work closely with the Khiri Travel country teams to help them grow their business. We will do it by staying true to Khiri Travel’s responsible travel commitment and heritage.”

On the radar: Encounters of the wild kind at Night Safari

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Night Safari’s latest experiential meetings offering caters to those who enjoy the company of nature and nocturnal wildlife while dining in air-conditioned comfort

Why
In a destination where new experiential meeting options are few, Singapore Night Safari’s venture to delve into this emerging trend and offer something only they can is a much-welcomed initiative.

Named An Evening in the Wild, the package features the attraction’s diverse wildlife and is designed for corporates looking for a small but intimate venue that can accommodate between 40 (seating) to 60 (standing) pax.

What
On the recommended itinerary, the evening begins with a cocktail reception at Ankole Terrace, located conveniently near the entrance of the Night Safari. This is a great gathering spot where guests can keep themselves entertained by the grazing Ankole cattle nearby.

Once everyone has arrived, a chartered tram brings guests on the usual Night Safari tour, guided by a host. Roughly a third into the journey is where the path diverges from the norm.

Guests are ushered off the tram at East Lodge Station, where the Leopard Trail starts, but instead of heading down that route, visitors are guided to a wooden bridge leading into the forest.

What will draw you in first as you amble across the bridge are the fairy lights hanging from the thick branches of towering trees. Paired with the nearby campfire and tipi tent structure, the feeling is magical – of being completely transported away from the urban jungle of Singapore into a lush alcove of plants and wildlife.

You can touch these nocturnal creatures if you choose to, which range from majestic owls and spiny hedgehogs to scaly lizards and playful civet cats. Zookeepers will be around to handle these animals of course, so guests who are not partial to wildlife need not worry.

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How
The interior of the air-conditioned tipi tent is a warm and intimately designed space. There is flexibility for the setting to be altered to suit the occasion, but for my experience, a dessert buffet table and cocktail bar are the centerpieces, flanked by four long wooden tables.

A three-course dinner with vegetarian option is available, featuring mains such as wagyu beef tenderloin, black cod or grilled capsicum and eggplant. Free flow coffee, tea and house wine is also served throughout.

The dessert buffet steals the show here, serving as a central spot where guests, especially those seated at other tables, can meet, interact and mingle while jostling for the intricately placed treats. The pyramid of fruit skewers is especially photo worthy, while an assortment of pastries forms the bulk of the offerings. The most unique offering, the star anise crème brulee, is definitely an acquired taste but grows on you quickly.

After dinner, a Thumbuakar performance – a tribal fire dance – serves as an evening highlight before guests are whisked onto the chartered tram to complete the rest of the Night Safari tour.

Verdict
As one of Singapore’s most iconic attractions, this offering feels like a long time coming. Every part of the package makes sense and guests get to experience the full attraction while being treated to a formal yet lively event at the Night Safari.

Best Western unveils third Myanmar hotel

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BEST Western Hotels & Resorts has opened the midscale Best Western Plus Eastern Palace Hotel in the city of Mandalay in Myanmar.

Sited minutes away from the city’s main business district and historical landmarks, the new hotel offers a range of rooms and suites equipped with flat-screen TVs, USB ports and complimentary Wi-Fi.

Facilities include an all-day dining restaurant serving local and international cuisine, outdoor swimming pool, a pool bar, lobby lounge, spa, fitness centre, steam room, sauna, business centre as well as meeting spaces.

This is the group’s third hotel in Myanmar with two others in operation in Yangon.