DAVID Barrett, former executive manager at Diethelm Events, has joined ONYX Hospitality Group as executive director, events at Amari Watergate Bangkok and Amari Orchid Pattaya.
Case study: Customer-centric CTC Travel
WHO CTC Travel, a leading travel player in Singapore, initiated a number of Customer-centric Initiatives (CCI) over a year ago with funding and support from government agencies. Its plan of action encompassed the adoption of new technology as well as innovative management practices to streamline operations.
WHAT Said CTC Travel’s senior vice president, marketing & PR, Alicia Seah: “At the start of the programme, we did an audit to pinpoint service gaps. The firm then realised that the biggest lapses were occurring in day-to-day processes.”
CTC Travel invested in a new phone system that shortened customer waiting times. To improve its risk management process, it also introduced a dedicated 24-hour emergency hotline and crisis management team. The company’s feedback system was also centralised, enabling management to handle complaints directly when in the past they were passed through various divisions.
CTC Travel achieved a 40 per cent reduction in the time taken to meet customers’ needs and a 33 per cent time reduction in answering phones. The firm also doubled its customer advocacy rate.
WHY According to Seah, the CCI was rolled out in response to escalating competition, especially from the online arena. She said: “As customers now have the ability to make bookings directly through the Internet, agencies have to stand out and the only way to achieve this is by upping service levels and offering more carefully crafted, differentiated products.”
TARGET Seah highlighted that in order to sustain the high level of service cultivated over the last 16 months, the company would be putting staff through advanced training modules. From time to time, mystery service audits would be conducted. The firm is also considering introducing an employee reward and recognition scheme.
CTC Travel is confident that the second phase of the CCI, scheduled to kick off in early 2013, will enable the company to capitalise on evolving consumer trends. “Our focus will be on customer relationship management. We want to form lifetime relationships with our customers and be there for them at every life stage by ensuring them that we offer them appropriate itineraries based on the data we collect and mine. To attain this, we are investing in a new customer database as well as a loyalty programme,” said Seah.
Simultaneously, the agency is developing more experience-based customised tour packages targeted at various niches, including Muslims and students. “Even though customised travel products only comprise about 20 per cent of our total portfolio now, we envision that they will become more of a norm 10 years down the road,” said Seah.
This article was first published in TTG Asia, September 21, 2012 on page 6. To read more, please view our digital edition or click here to subscribe.
Destination Asia appoints Nicholas Mulley as group COO
From left: Nicholas Mulley, Linda Wang and Annette Graf
DESTINATION Asia has appointed Nicholas Mulley as group COO and executive director of Destination Asia China; Linda Wang as managing director of Destination Asia China; and Annette Graf as general manager of Destination Asia Myanmar.
In his new role as group COO, Mulley will be based in Shanghai and report directly to Destination Asia CEO & group managing director, James Reed. He will oversee all 11 country operations, the 29 offices of Destination Asia, IT services, HR functions and the group’s B2B platform, as well as assist Reed in plotting future expansion.
Mulley first joined the company as country manager for Destination Asia Myanmar in 2002. He moved to Saigon in 2004 to take up a position as business development & operations manager, and was promoted to managing director of Destination Asia China in 2006.
Previously the country manager for US wholesaler Pacific Delight Tours, Linda Wang joined Destination Asia in 2005 as general manager of Destination Asia China. In her new role as managing director, she will oversee the management of the company’s China operations, its offices in Beijing, Shanghai and Guilin, its expansion throughout the country, and the launch of its outbound division later this year.
Annette Graf will begin her role as general manager of Destination Asia Myanmar, based in Yangon, on November 1. She joined Destination Asia Cambodia as Siem Reap manager in 2008, and was previously based in Bangkok with a Thai inbound DMC.
S’pore Grand Prix holds longhaul markets spellbound
THE magic of the Formula 1 (F1) Singapore Grand Prix has cast a wide spell, drawing visitors even from recession-hit markets such as the UK, while bookings show that race-goers are making a long weekend of the event this year.
The Australians, British and Americans rank as the top source markets for arrivals during this year’s F1 season in Singapore, according to a study by Amadeus and market research and consultancy firm, Forward Data. Based on bookings made until September 1, Australia accounts for 23 per cent of bookings, followed by the UK at 12 per cent and the US at eight per cent.
Although Australia is the top source market, F1 fans from London make up the highest number of travellers from any one city, responsible for nine per cent of bookings this season. New Zealand, in particular, also saw a 34 per cent hike in the number of bookings this year.
Although Amadeus and Forward Data noted that current bookings were three per cent lower year-on-year, last-minute bookings were expected to have a major impact. Last year’s numbers reveal that 33 per cent of final F1 arrival figures had not yet been booked three weeks before the first race.
Tourists flying into Singapore for the race are also increasingly making a long weekend of it, with arrivals peaking today.
Taufik Junianto joins Le Grande Bali as DOSM
LE Grande Pecatu Bali has appointed Taufik Junianto as director of sales & marketing.
Junianto, a 15-year veteran of the hospitality trade, has a wealth of experience as an organiser in the MICE field in Indonesia, having previously worked for a number of international and local five-star properties.
His last position was as owner representative of Melali, a private company dedicated to the organisation of MICE events.
Absolute Hotel Services Hotel Management Company will be re-branding Le Grande Pecatu Bali as U Agathis Pecatu Bali in 4Q2012.
FAE’s Lily Agonoy, Karen Cheng jump ship
Lily Agonoy
LILY Agonoy has left her position as general manager of Farrington American Express Travel Services (FAE) to take over as managing director of BCD Travel Hong Kong/Jebsen Travel Management.
Agonoy worked for FAE for 23 years, garnering a reputation as a strong manager of MICE and corporate travel.
Also making the move between the two companies is Karen Cheng, former manager, meetings & events at FAE, who recently took up a role as deputy general manager of meetings & incentives at BCD Travel.
Insight Vacations appoints Corporate Information Travel as Malaysia GSA
INSIGHT Vacations has appointed Corporate Information Travel as its GSA for Malaysia, excluding Penang, effective October 1.
Corporate Information Travel will be responsible for sales and marketing as well as reservations and operations for Insight Vacations on both a B2B and B2C basis.
“Forging this strong relationship with Corporate Information Travel is timely, as we intend to increase sales in the Malaysian market by 30 per cent within the next two years,” said Sheryl Lim, regional director of Asia, Insight Vacations.
“We are confident that Corporate Information Travel’s experience and network in Malaysia, particularly their expertise in the business travel and MICE sectors, will be invaluable to our growth strategy in Asia,” she added.
Corporate Information Travel’s managing director, Thaddeus Foo, told TTG Asia e-Daily that he was planning to boost sales by leveraging on the company’s travel partners to distribute Insight Vacation’s tour packages throughout Malaysia.
Foo said he would also work with banks and corporations to roll out special promotions for their clients, with airlines on packages that need the airfare component and also come up with special deals for his own database of corporate customers.
Insight Vacations’ sales and marketing operations in Penang will continue to be administered by Nam Ho Travel Service (Malaysia).
Micronesian Cruise Association courts major cruise lines
THE Micronesian Cruise Association (MCA) is reaching out to major cruise line operators including Royal Caribbean Cruises and Carnival Corporation, as well as niche players such as Orion Expeditions and SeaDream Yacht Club, to bolster cruising options within the region.
Cruise vessels already visit Micronesia on an ad hoc basis with Cunard, Princess, Hapag-Lloyd and several Japanese lines making around 10 calls to the region a year.
“Our realistic goal is to increase the number of cruise ship passengers from around 10,000 a year today to around 50,000 in three years,” said Ernie Galito, director, business development, Baldyga Group and secretariat for the MCA.
According to Galito, local governments and private enterprises on individual islands within Micronesia were investing in cruise tourism infrastructure to put the region “on the (global) cruising map”.
He highlighted that Guam, Saipan and Palau were ideal ports of call for large ships sailing from Australia, North Asia and South-east Asia.
“Marshall Islands, Chuuk and Pohnpei, which have more limited port infrastructure, are perfect for smaller vessels. These islands offer a lot of potential as they are relatively unknown – making them ideal stops for cruise lines that cater to niche markets,” he added.
The MCA is also looking to engage cruise lines to develop “fly in and cruise out” itineraries. “This will bolster tourism while minimising congestion at ports,” said Galito.
When asked about the viability of Micronesia as a cruise destination, Holland America Line’s vice president of international planning, marketing & sales, Joseph Slattery, said that current demand was insufficient to warrant sailing there on a more regular or permanent basis.
“Some of our world and Pacific cruises already make stops in Micronesia and this works for us for now. Naturally, we evaluate our itineraries from time to time, and if the demand is there, we will up capacity (to Micronesia),” he said.
Destination development should be sustainable and collaborative
TOURISM stakeholders were urged to adopt sustainability and collaborative partnerships as their core principles at the inaugural Global Tourism Economy Forum (GTEF) in Macau last week.
“The number of cross-border tourists is increasing dramatically, which demands cooperation between the countries on a much deeper and wider scale. It transcends borders, cultures, and social differences. It breaks down barriers, allowing us to grow beyond where we are and what we are,” said Pansy Ho, vice chairman & secretary-general of GTEF.
Anthony Wong, managing director, Asian Overland Services & Travel group, which also runs resorts, said real partnerships must be forged between the public and private sectors to ensure that a destination is economically, socially and environmentally sustainable in the long run.
“(For example), when working with a destination (to develop resorts), I work with multiple disciplines, from biologists, chemists, architects and even engineers in order to understand sustainability,” he said.
Shenzhen Overseas Chinese Town Group director & president, Liu Pingchun, pointed out that the company’s latest theme park project was the first resort in the city to emphasise ecotourism and environmental sustainability.
“Our new resort encompasses a medium-sized convention centre, three hotels, a service apartment, a spa and a club house, together with entertainment such as water shows. We keep the coastal wetland system under good condition,” said Liu.
“In the past, the city (Shenzhen) was perceived as a leisure destination only, but it now strikes a balance between an urbanised city and nature. It’s vital to protect our environment and engage using nature for long-term sustainability.”
W Hotels opens W Singapore – Sentosa Cove
W HOTELS Worldwide has officially opened its first W Hotel in Singapore, W Singapore – Sentosa Cove, and The Residences at W Singapore – Sentosa Cove.
Owned by an affiliate of Singapore-based real estate developer City Developments, the W Singapore and 288-key The Residences at W Singapore –Sentosa Cove are situated in the heart of Sentosa, adjacent to Quayside Isle, a retail complex featuring waterfront restaurants and shops.
Stephen Ho, president, Asia-Pacific, Starwood Hotels & Resorts Worldwide, said: “The arrival of a design-led hotel brand like W Hotels to Singapore comes at the right time as Singapore has emerged as South-east Asia’s lifestyle and creative hub.
W Singapore – Sentosa Cove offers 240 guest rooms and suites, two signature restaurants, a destination bar, the W Lounge experience, a poolside deck and bar, an Away Spa, a fitness centre and an outdoor pool.
The hotel also features more than 1,500m2 of meeting and event space, including a 732m2 Great Room, seven meeting rooms, and an outdoor space outfitted with adaptable conference furniture.
The opening of W Singapore – Sentosa Cove marks the W brand’s 43rd hotel worldwide, and the seventh W Hotel in Asia-Pacific.
