Vietnam’s Alma Resort utilises temporary closure to upskill staff
Alma Resort Cam Ranh has joined forces with Australia-based hospitality training platform Typsy to upskill hundreds of its hotel staff after a Covid-19 flare-up in Vietnam forced the resort to temporarily close.
Offering what it describes as a “Netflix-style” library of hospitality training videos by industry experts, Typsy’s content is broken down into three key areas: courses, lessons and mentor sessions. Learners are encouraged to explore their interests and passions, build skills, and earn industry-recognised qualifications.
Alma Resort Cam Ranh’s managing director Herbert Laubichler-Pichler said the resort signed up with Typsy as part of its efforts to “do everything we possibly can” to retain and motivate staff, amid the pandemic’s devastating toll on the tourism industry.
“We have increasingly used digital means such as video calling to engage with and train our staff since the onset of Covid-19 and Typsy lifts such efforts to a new dimension by offering peer-to-peer learning in a contactless manner and developing a culture of upskilling at our resort,” said Laubichler-Pichler. “This effort to invest in our staff signals we are serious about retaining and developing them, particularly while they’re not on the payroll due to a temporary hotel closure.”
”We have seen an uptake from businesses keen to continue offering professional development to staff to upskill and cross skill teams to ensure staff are well-equipped and educated when hospitality operations return,” added Typsy’s founder and CEO Jonathan Plowright.
Fearing a drain of talent that has yet to be measured, Laubichler-Pichler urged hoteliers and other tourism service providers to try their best to hold on to staff for as long as possible through means such as training.
He said: “The silver lining is that there’s been a proliferation of digital solutions to help combat the problems associated with Covid-19 in the new normal – an example of this has been our resort’s very own mobile app that we developed to offer contactless communication with guests and staff.”
Virtual PATA Travel Mart 2021 opens to support post-pandemic tourism recovery
Virtual PATA Travel Mart 2021 opens today, offering a mix of buyers/sellers meetings, networking sessions, the educational PTM Forum as well as product briefings.
In an online address on Sep 1, PATA CEO Liz Ortiguera said travel behaviours and patterns “will dramatically change post-Covid-19”, and the virtual travel trade event “is the perfect opportunity to explore new markets and products”.
Ortiguera also called on travel and tourism stakeholders to “begin strategies and plans for (their) business”, as vaccination programmes are rolled out across the world, allowing some destinations to reopen their borders.
Virtual PATA Travel Mart 2021, which runs in conjunction with the Sichuan International Travel Expo, sees participation from travel and tourism sellers hailing from Japan, South Korea, mainland China, Macau, the Philippines, Thailand, Malaysia, India, and Nepal in Asia as well as Azerbaijan, Guam, Solomons and Kiribati.
Virtual PATA Travel Mart 2021 will conclude on September 5.
Sentosa dangles prizes, new programmes to draw local holidaymakers in latest campaign
Sentosa’s annual campaign, Make Time, returns this month in conjunction with the resort island’s 49th birthday, with a slew of prizes and new programmes.
The campaign’s tagline, Make Time For More Holidays, aims to reiterate the importance of making time for well-deserved breaks to help manage life’s stresses.
Through September, 49 prizes featuring Sentosa’s staycation, attraction and dining experiences will be up for grabs via Sentosa’s Instagram account @sentosa_island. This includes a two-day-one-night staycation for four at Sofitel Singapore Sentosa Resort & Spa, which comes with a private beach dinner at the Southernmost Point of Continental Asia and four 120-Token Sentosa Fun Pass.
For a chance to win, guests just need to post a snapshot of themselves taking time off at Sentosa, along with their favourite reason for visiting the island, and tag @sentosa_island with the hashtag #MakeTimeForMoreHolidays. 12 winners will be selected every week between August 28 and September 24.
As part of the campaign, Sentosa Development Corporation will also roll out a series of new fitness, arts, and educational experiences from this month through November.
Visitors can take part in activities like learning the basics of graffiti from a graffiti artist, a two-hour art painting workshop, and a guided 90-minute night tour of Fort Siloso. Pottery, ukulele and archery classes are also part of the programme line-up. Prices of these programmes start from just S$10 (US$7), with selected experiences also bundled with dining options.
For a further glimpse of Sentosa’s various other offerings, the Island Boy, who rose to fame in the launch of 2020’s Make Time campaign, will also return to bring viewers across the island in a brand new film, My Island Adventure: The SeaQuel – this time with an Island Girl as his companion.
The SeaQuel showcases a different side of Sentosa, with the pair exploring hidden gems such as the Coastal Trail and new offerings such as the Marvel Universe 4D at Madame Tussauds Singapore.
WTTC, School of Hotel and Tourism Management tie up to drive sustainable tourism
The World Travel and Tourism Council (WTTC) and School of Hotel and Tourism Management (SHTM) of The Hong Kong Polytechnic University have signed a MOU to collaborate for the sustainable growth of global travel and tourism.
As a knowledge partner, the SHTM will provide the WTTC with research data and insight services that will be used to produce joint research reports or to provide specific industry information for dissemination to the wider WTTC membership.
The two organisations will also work together to produce insight reports, as well as provide mutual support for events and conferences such as the WTTC Global Summit and regional events.
Dusit Thani Laguna teams with GTRIIP on contactless hotel check-in solution
Dusit Thani Laguna Singapore has partnered GTRIIP, a digital identity software provider, to launch an innovative solution that provides guests with contactless access into the property, using only their own smartphones.
Contactless check-in solutions are gaining traction in the hospitality industry due to health and safety concerns from the coronavirus. GTRIIP’s digital identity software allows guests of Dusit Thani Laguna to check in to the hotel with their smartphone selfie, which integrates necessary information to Singapore Tourism Board’s E-visitor Authentication Service.
Guests will also be able to request for a selection of services or book facilities through their mobile phones via the software.
For hoteliers, the technology promises greater efficiency at the front desk by eliminating the need for paperwork, and enhances security with GTRIIP’s hotel biometric check-in software.
Being a software-as-a-service product where no new hardware is required, it is also inherently more scalable and sustainable for properties to enjoy the full benefits of the solution without incurring extra capital expenditure.
Okura Nikko to open first ski resort hotel in Niseko
Come 2024, Okura Nikko Hotel Management will open a lifestyle-branded property in Niseko, a ski resort in Japan’s northernmost main island of Hokkaido.
The Nikko Style Niseko Hanazono hotel will offer 234 guestrooms, each with a standard area of about 34m², including 16 suite rooms, on eight floors above ground. All guestrooms on the top two floors will be equipped with bathrooms featuring a private natural hot spring bath.
The hotel will also contain an all-day dining restaurant with an open kitchen offering cuisine featuring local ingredients from Hokkaido. With a circular bar counter and multiple private rooms, the restaurant will offer a variety of options for guests to enjoy their dining experience.
Other amenities will include a hot spring facility with open-air baths overlooking Mt. Yotei, a club lounge, a fitness centre, and a banquet hall.
Spanning 14,070m², the new property will be situated in the Niseko Hanazono resort, located to the northern part of Niseko United, a ski area that spreads out at the base of Niseko Annupuri. Being adjacent to the ski area, the hotel will offer guests easy access to winter sport opportunities as well as views of Mt. Yotei.
KrisFlyer charters cruise ship for members
Singapore Airlines (SIA) has teamed up with Dream Cruises to launch a two-night cruise experience exclusively for its KrisFlyer members.
The specially chartered cruise on board the World Dream will sail from November 17-19, 2021.
Members may use KrisFlyer miles to book the experience, which will include welcome packs comprising the airline’s first class and business class amenity kits and sleeper suits, as well as other SIA and KrisFlyer commemorative items. Members will also enjoy complimentary Wi-Fi throughout the cruise and SIA’s signature satay upon boarding.
Customers who book the Palace Deluxe Suites and Palace Suites will also enjoy a SIA first class inflight meal developed by Michelin-starred chef Georges Blanc on the first night.
KrisFlyer will also organise a grooming workshop conducted by SIA’s cabin crew trainers and a course in making the unique SIA batik roses. In addition, members can pay for their purchases on board World Dream using their Kris+ mobile app. They can also win up to 270,000 KrisPay miles (equivalent to S$1,800/US$1,340) at KrisFlyer Bingo games during the cruise.
As well, KrisFlyer is offering members a chance to win a free stay on this specially chartered cruise. To qualify, members must spend and earn miles at KrisShop, Kris+, or Pelago with their KrisFlyer UOB Credit or Debit Card, or any Mastercard, between now and September 30.
Members can also earn KrisFlyer miles on all regular Dream Cruises bookings from mid-September 2021. Miles can also be used to redeem cruise trips, and KrisFlyer members will enjoy benefits such as complimentary Wi-Fi and upgrades to Balcony Deluxe cabins. Customers may also make purchases with their Kris+ mobile app on board World Dream.
Redemption process for SingapoRediscovers Vouchers simplified
Singapore citizens can now use their original identification documents – NRIC, National Service identification document or Singapore passport – to redeem their digital SingapoRediscovers Vouchers (SRV) at 34 community clubs and residents’ committee centres across Singapore.
This new method complements the existing Singpass verification process, and makes it easier for citizens who are unable to access their Singpass.
In a statement, Singapore Tourism Board (STB) said it had earlier reviewed the redemption process together with its five SRV authorised booking partners – Changi Recommends, GlobalTix, Klook, Traveloka and Trip.com – after receiving feedback from citizens on how to improve the scheme.
Citizens have to bring their original identification document to one of the designated 34 locations and seek assistance from an authorised SRV Ambassador for the redemption.
Their identification document will be scanned using a secure government application, and a personal voucher code will be generated. Staff from an authorised booking partner will use the code to help the citizen book their preferred SRV-eligible product.
Additionally, STB will work with the People’s Association (PA) to organise special pop-up booths at other community clubs and residents’ committee centres, to make it easier for citizens to book activities and tours. Citizens will also be able to redeem their SRV using their original identification documents at these pop-up booths. Further details will be released once finalised.
Since March 2021, STB and PA have been working together to organise SRV-eligible tours and activities. These are led by PA grassroots organisations, and include transportation to and from the community clubs or residents’ committee centres for added convenience. To date, 12 tours have been organised for over 500 participants, most of whom are seniors.
As of August 1, 2021, more than a million adult Singapore citizens have used their SRV at least once, making over 1.4 million transactions that amounted to over S$168 million (US$125 million) in vouchers and cash payments on tourism bookings.
Challenges on the horizon
Empty airports and grounded planes became ubiquitous scenes over the last 18 months, with COVID-19 dramatically impacting the aviation industry financially and operationally. Many pitfalls kept airports, airlines, and governments scrambling to adapt to changing passenger numbers, entry regulations, and health requirements. From social distancing measures and PCR test validation to ensuring planes were maintained effectively while out of use and pilots didn’t become rusty due to inactivity – the challenges were varied and relentless.
As we finally see the graphs moving in the right direction, and as travel bubbles and pre-travel clearance forms become more familiar to passengers and staff, the industry must shift its focus forward to prevent an impending air travel crisis. Passenger numbers are climbing globally, particularly in western Europe, the US, and India, where short-haul and domestic journeys have shown that the demand is there.
It is evident passengers require a safe process and loosening of restrictions to return to the skies. SITA data shows The Global Air Traffic activity continues its recovery posting -32 per cent YoY from this week. India exhibited domestic improvement operating at 60 per cent of 2019 volume.
Increasing fuel costs are exacerbating the situation for airlines as crude oil remains around US$70 a barrel. While airlines remain cautious, replacing older aircraft with newer and more efficient ones will offset this cost and bring an essential cut to operating expenses in the future. We see many airlines seizing an opportunity to let go of older aircraft, modernise their fleet and reduce operating costs which will benefit them in the long run and ensure a more sustainable future.
A slow start to recovery
The lifting of border restrictions in many western countries has sparked splurges on shorthaul vacations. European vacation destination countries like France, Spain, Turkey, and Italy see the highest flight volumes in Europe as lockdown fatigued holidaymakers take advantage of newfound freedoms.
However, the Asia-Pacific region faces additional challenges without a unified regional or global approach to open travel with every country defining its own criteria for opening borders. While some countries such as Australia have done well to limit cases with good border controls, in part supported by SITA Health ETA, or Singapore, which is now looking to achieve more than 70 per cent vaccination by end of August, but quarantines and strict border restrictions remain with passenger numbers still under -90 per cent of 2019 levels.
India is recovering fast, administering around 4.5 million per day on average, and their sizeable domestic market giving respite to the carriers.
On the other hand, Indonesia, Myanmar, Malaysia, and Thailand face severe second or third waves. South Korea, Japan, and many other countries in the region have also seen a spike in COVID-19 cases.
There is now a growing recognition that this pandemic will be with us for a long time, and countries cannot keep borders closed for too long or risk severely damaging the economy. Travel is essential for most economies to prosper, and countries will have to have a higher risk appetite, striking a balance of acceptable case numbers while opening up borders. We do now see positive signs in this area, with countries like Singapore taking the lead. We see a close coupling with opening measures linked to vaccination and ease of restrictions for the vaccinated population everywhere.
Are we ready?
Data suggests that while the industry has started a slow recovery, we expect it to quickly gain pace in the coming months with rising vaccination levels. The question is now if many airports are ready to handle it. While passenger numbers will recover slowly till the flood gates are opened, new processes with additional health regulations are here to stay. Research reveals that average passenger processing and waiting times have doubled from pre-crisis peak time – reaching three hours despite travel volumes hovering at around 30 per cent of pre-COVID-19 levels and expected to be about 5.5 hours with 75 per cent of pre-covid levels.
Airports especially are looking at a significant challenge of managing rising and eventually recovered passenger volumes, with passengers staying in the airports longer, the following distancing and going through more processing but within the same physical space. Automation and digitisation are crucial to give passengers the confidence and control back to travel and manage efficiently reduce processing times to acceptable levels ensuring passenger satisfaction.
The Asia-Pacific region is a patchy situation regarding automation and digitisation. Some countries are making good progress in investing in the right areas to allow seamless passenger travel and easy processes to adhere to multiple health regulations; others are lagging. The region needs to achieve ‘collective digital maturity in these areas, especially for international volumes to come back.
This is a critical time that will define the companies which will survive and thrive in this new and complex landscape. By investing in the right areas and creating an experience aligned with customer’s needs and expectations, airlines, airports, and governments can help reignite the travel market and boost economies in the process.
Process digitisation and automation
A simple and mobile enabled process to declare health and travel credentials is key along with reducing wait times in the airport. It is essential to digitise and automate passenger processing, to ensure the same physical space can handle the recovery and passengers have control over their journey. Also, passengers should have time and energy to use the airport retail and other facilities for an enjoyable experience helping airports to survive with additional revenue streams.
Automating the passenger processing health process from submission to validation and verification – mitigates forged paper certificates and cuts inefficiencies associated with manual document checking. This in turn offers passengers peace of mind about meeting all requirements and gives governments the ability to automate policy application and checks.
Touchless and connected onboard experience
Another key area is the onboard passenger experience and improving passenger safety with a connected experience using the passenger’s own devices minimising touchpoints onboard. SITA’s Passenger IT Insights 2020 showed that more than two-thirds of all passengers opt to use their own device onboard to stay connected or access entertainment. Touchless and personal device enabled experience onboard is clearly the market demand and is fast becoming the new industry standard. Passengers now expect to be connected while using their own apps of choice and not be limited in the content available to them.
Operational efficiency
Doing more with less, is the common goal for the industry now, but as traffic recovers those in the industry who have truly adjusted to leaner operations and better infrastructure will reap immediate benefits and bounce back quickly. Airports and airlines must ensure their technology infrastructure is flexible with cloud and API enabled platforms and next-gen connectivity solutions, to enable the use of next generation common use capabilities, remote and mobile enabled operations coupled with cost efficiency and flexible operational scalability.
For any airline, their fleet is by far their biggest capital outlay. There is immense opportunity to leverage the connected aircraft to drive new cost efficiencies. Given the cost pressure on airlines, it is not surprising that there is a growing demand to provide solutions which help airlines to do so. In addition to more efficient newer aircraft, new systems such tablet enabled weather monitoring applications give pilots better visibility on weather conditions and chart better route changes leading to large fuel savings in each flight.
At SITA we remain committed to help the industry recover and thrive and continue to bring new solutions and strategies for the industry. Our ‘Runway to Success’ website takes a deeper look at the key challenges faced by the industry.
The Qantas Group has unveiled more details on preparations for restarting its international flights by the end of this year, with plans linked to the vaccine rollout in Australia and key overseas markets.
The plans are based on the projection that Australia will reach the National Cabinet’s ‘Phase C’ vaccination threshold of 80 per cent in December, which would trigger the gradual reopening of international borders.
As such, Qantas and Jetstar are now preparing for potential travel resumption with key markets like the UK, North America and parts of Asia which also have high and increasing levels of vaccination, making them highly likely to be classed as low-risk countries for vaccinated travellers to visit and return from under reduced quarantine requirements.
Flights to destinations that still have low vaccination rates and high levels of Covid infection will now be pushed out from December 2021 until April 2022 – including Bali, Jakarta, Manila, Bangkok, Phuket, Ho Chi Minh City and Johannesburg.
Assuming current projections hold and the 80 per cent vaccine threshold is met in December, Qantas and Jetstar plan to trigger a gradual restart.
From mid-December, flights would start from Australia to low-risk destinations, which are likely to include Singapore, the US, Japan, the UK, and Canada using Boeing 787s and Airbus A330s. Services to Fiji will be operated using Boeing 737s and Airbus A320s.
Flights between Australia and New Zealand will be on sale for travel from mid-December, on the assumption some or all parts of the two-way bubble restart.
Qantas’ ability to fly non-stop between Australia and London is expected to be in even higher demand post-Covid. The airline is investigating using Darwin as a transit point as an alternative (or in addition) to its existing Perth hub given conservative border policies in Western Australia.
Five A380s will return to service ahead of schedule. These would fly between Sydney and LA from July 2022, and between Sydney and London (via Singapore) from November 2022.
Qantas will extend the range of its A330-200 aircraft to operate some trans-Pacific routes such as Brisbane-Los Angeles and Brisbane-San Francisco.
Flights to Hong Kong will restart in February and the rest of the Qantas and Jetstar international network is planned to open up from April 2022, with capacity increasing gradually.