The Delivering Group, Valor Hospitality partner to cater for growing white-label hotel management demand in APAC
White-label hotel management specialist, Valor Hospitality Partners (VHP), and Asian hospitality and tourism marketing company, The Delivering Group (DG), have joined forces to help independent Asian hotel properties and chains re-energise their business as the region looks to a gradual improvement in market conditions in early 2021.
Atlanta-based VHP currently owns and operates more than 75 hotels in the US, Africa, Asia and Europe. Based in Hong Kong, DG provides tailored sales and marketing organisational reviews, strategic plans and business solutions for hotels, resorts and tourism companies.
The two companies have signed a global partnership to jointly leverage their services and client bases to provide white-label hotel/resort operational management services as well as sales and marketing support to hotels and resorts across Asia-Pacific and beyond. The alliance will focus on hotels in the Asia-Pacific/Greater China markets, which are likely to be the first to rebound from the pandemic next year.
According to DG co-founder and director Mark Simmons, a growing number of independent hotel owners in Asia wanted to expand under their own brand but needed support to take their business to the next level. “Through our partnership with Valor Hospitality, we can help them get there with clear and cost-effective solutions in operations management and sales and marketing solutions,” he said.
VHP director of operations & business development, Asia, Tomas Kastberg Andersen, added: “We’re keen to tap into the group’s expertise in sales, marketing and distribution to complement the suite of management services we currently provide our hotel clients.”
The alliance with VHP is the latest move by DG to form a coalition of sales, marketing, PR, digital, distribution solutions providers targeting the travel and hospitality sector. In the last three months, the group has signed agreements with AI chat specialist HiJiffy, technology consultancy Cube and tailor-made online booking experts Book Tech.
Simmons, who co-founded DG with industry leaders Joe Cauchi and Mike Yates, said many hospitality and tourism companies have been struggling with the challenge of sourcing the right partners for their business when there were so many different suppliers and platforms to choose from.
He elaborated: “Now we have a friendly, affordable and highly efficient one-stop shop for owners and developers to connect with the leading players in everything from contract and revenue management to sales and marketing, AI solutions, digital marketing and customer engagement – The Delivering Group and our Affiliate Partners.”
Heart of hospitality
Having been in the business for 46 years, Royal Cliff Hotels Group is no stranger to a tourism downturn and has been agile in developing initiatives that resonate with the current climate.
Take the pandemic for example: the Group collaborated with Thailand’s Ministry of Health and Thailand Convention and Exhibition Bureau to develop a Prevent and Protect programme to ensure safe experiences at its hotels and meeting venues, mirroring directives laid down by World Health Organization’s Centers for Disease Control and Prevention.
Along with pricing adjustments, domestic market campaigns, flexible cancellations, sustainability efforts, and staff training to keep up with health and safety measures, the Group is going the distance to meet the needs of travellers today.
Meanwhile, frequent communications with guests via e-newsletters and social media are vital in expressing the “human touch” in the age of social distancing, shared Maria Gequillana, director of marketing and digital, Royal Cliff Hotels Group and Pattaya Exhibition and Convention Hall (PEACH).
Keeping up to date with evolving consumer demands, Gequillana said Royal Cliff Beach Hotel recently renovated its rooms and facilities, and launched the multifunctional event space, Majestic Lounge at Royal Wing Suites & Spa.
PEACH is also staying competitive by implementing social distancing practices, hardware upgrades, and sustainability initiatives to cater to new business norms as well as the growing demand for hybrid meetings.
A first for Pattaya hotels, the Group also introduced ultra high-speed Internet, Wi-Fi 6, across its properties – an investment that will be appreciated by events today that rely more heavily on live-streaming.
Forging a new path forward
Accor was one of the first hotel chains globally to launch a cleanliness and safety protocol, ALLSAFE, with some unique features, such as free medical teleconsultations offered in partnership with
insurer, AXA. What are Accor’s guiding principals when deciding what to include in the ALLSAFE programme?
Accor has been prioritising the safety and well-being of customers and employees on a daily basis for more than 50 years. High standards of hygiene and cleanliness are already delivered across all our brands globally. However, due to the Covid-19 pandemic and to ensure guests’ safety as hotels reopen, we have elevated those norms with the launch of the ALLSAFE label which represents some of the most stringent cleaning standards and operational protocols in the world of hospitality.
ALLSAFE is co-created by Bureau Veritas and leading medical authorities in each country to reinforce confidence and trust in travel.
In each country, we have to follow the local authority rules in addition to ALLSAFE guidelines, so that we get the strictest and most comprehensive protocols in place.
We know our guests are keen to get back to travel – and we want to be ready to welcome them in a safe and hygienic environment.
Now that health and safety protocols are a given, and the hospitality space is flooded by cleanliness promises, how will Accor evolve its ALLSAFE programme so that
it continues to be a unique
proposition?
New stringent cleanliness standards will be implemented and continued to be monitored across all Accor hotels and will include a reinforced cleaning programme, with frequent disinfection of all high-touch areas like elevators, lounge areas, and public restrooms with staff in restaurants to wear masks and gloves. An enhanced in-room cleaning programme using hospital grade cleaning materials will now be a standard across all Accor hotels.
Dining outlets at the hotels will also be reconfigured to ensure seating areas comply with government restrictions on social distancing. Diners and all guests will be provided with hand sanitiser, wipes and masks.
The ALLSAFE label will help guests understand when these standards have been met in our hotels. Guests will be able to verify hotels that are certified compliant with ALLSAFE standards on hotel property websites, through our customer contact centres as well as on property.
With so many properties across the globe, how will Accor ensure that each abides by the ALLSAFE standards?
Safety is our most important concern at this time. Training and education of employees around the world is a critical aspect of health and safety and will be included in the ALLSAFE label. Accor will launch a new comprehensive safety and hygiene training programme to ensure all employees worldwide have the skills and education necessary to protect themselves and our guests.
Online training as well as classroom training at each property has been mandated prior to any Accor hotels reopening. In addition we are providing temperature screening, masks, sanitisers and personal protection equipment to all staff to ensure they are safe when they are working and at home.
How does Accor balance the traditions of hospitable service with new hygiene norms, such as safe distancing and contactless
service?
Covid-19 has put some unique pressures on our hotel teams to deliver a warm welcome to guests, while also ensuring their wellbeing through additional hygiene and safety measures.
While we cannot greet our guests in the same way we might have in the past, our duty of care and our commitment to meeting their needs remains the same. The use of contactless payment solutions and desk-free check-in doesn’t mean that our guests don’t have interactions with our team members; it simply means that these interactions will be a little more physically distanced but still very much from the heart.
Our teams are so excited to welcome guests back that we have seen some really heart-warming stories emerge as travellers return to hotels and we are doing more than ever to ensure we provide extraordinary experiences to our cherished guests. Where possible, we have made the introduction of hygiene welcome packs, masks, etc. more fun in a way that dovetails with our brand personality and we are careful not to make it all seem like people are in a hospital-like environment, while ensuring hospital-grade cleanliness. Our teams are trained in delivering ALLSAFE standards to our guests in a way that does not interfere with the enjoyment of their stay as much as possible.
This feature was first published in the TTG Asia: The future of Travel special issue.
Mandarin Oriental Pudong, Shanghai welcomes new GM
Mandarin Oriental Hotel Group has appointed Martin Cramer as general manager of the Mandarin Oriental Pudong, Shanghai.
A seasoned hotelier with a hospitality career spanning more than 30 years, Cramer was most recently in charge of the Emirates Palace in Abu Dhabi, which became part of the Mandarin Oriental portfolio on January 1, 2020.
Prior to that, Cramer spent three years with the Grand Millennium Muscat as area general manager, where he supervised the operation and growth of the company within the Sultanate of Oman, growing its portfolio from two to five properties.
He has also held managerial roles at Sheraton Abu Dhabi Hotel & Resort, Sheraton Oman Hotel and Sheraton Pretoria Hotel & Towers.
New CEO for Destination Gold Coast
Destination Gold Coast (DGC) has appointed Patricia O’Callaghan as its new CEO, effective since November 23.
Set to commence her duties in early February 2021, O’Callaghan will build on the current strong position of DGC and the City of Gold Coast, through a focused approach on the company’s future strategies and plans.
Stepping into the role during an unprecedented time, she will work with stakeholders to rebuild the city’s visitor economy, with a focus on attracting the domestic crowd ahead of international recovery.
That will entail ensuring there is a sharp focus on the continued development of experiences and infrastructure investment to optimise the benefits for the city’s businesses, residents, workers and other key stakeholders.
Previously, O’Callaghan was the CEO of Townsville Enterprise over the past six years, where she had been instrumental in attracting major investment to the region and achieving economic growth for her hometown.
Japan agencies brace for more uncertainty as virus surge sparks changes to domestic travel campaign
Japan’s travel sector is struggling to cope with the uncertainty resulting from developments in the government-backed domestic travel subsidy programme, amid a resurgence in Covid-19 cases across the country.
Sapporo, Hokkaido Prefecture, and Osaka were removed from the Go To Travel campaign in late November in response to a virus spike that threatened to overwhelm the cities’ healthcare systems.
Under the move, new reservations in the cities will not qualify for the typical 50 per cent discount, while reservations made prior to the announcement will be cancelled and reimbursed. Residents, however, remain eligible to claim the subsidy when travelling elsewhere.
In a further blow to tourism operators, the national and Tokyo governments this month urged residents aged 65 and over as well as anyone with an underlying health condition, to avoid trips to or from Tokyo under the campaign, as the capital struggles to keep a lid on new infections.
The advice has led to unease among the public on whether they should be using the subsidy scheme as Japan fails to curb infections. The country confirmed 2,810 daily coronavirus cases on Wednesday, which was a record high, leaving the travel sector deeply concerned.
One travel agent, speaking on condition of anonymity, said it has received more cancellations in recent weeks as Japan’s overall number of Covid-19 infections climb. With the advice for older residents to avoid Tokyo as a destination for the time being, the company expects a slowdown in bookings for end-of year hotel packages.
The new year holidays are typically peak season for hotels and restaurants as many people hold year-end parties or take overnight breaks with their extended family. Now, the industry is wondering what to expect.
Masaru Takayama, president of Spirit of Japan Travel and chair of the Japan Alliance of Responsible Travel Agencies, said the travel sector in Osaka has been “deeply affected by cancellations, especially among the low to mid-range accommodation owners”, as the virus surges back.
The sector remains hopeful in the long-term, however, as the national government has agreed to extend the domestic travel subsidy campaign beyond its original end date of January to June 2021.
Singapore border restrictions to lift for Taiwan visitors
Singapore will unilaterally lift border restrictions on travellers from Taiwan starting from December 18.
The move comes as Taiwan has displayed successful control over the spread of the Covid-19 virus, having reported zero local cases over the past 28 days, said the Civil Aviation Authority (CAAS) on Friday (December 11). Hence, the risk of importation from Taiwan is low.
Visitors travelling from Taiwan can now apply for an Air Travel Pass (ATP) for entry into Singapore on or after December 18. Applicants must have remained in Taiwan in the last 14 consecutive days prior to departure. They must also travel to Singapore on direct flights without transit.
Upon arrival, they will have to undergo a Covid-19 polymerase chain reaction (PCR) test, and will be allowed to go about their activities in Singapore without serving a stay-home notice if they test negative.
The same rules will apply to Singapore citizens, permanent residents and long-term pass holders returning from Taiwan from December 18.
The travel advisory will be updated to allow travel to Taiwan, CAAS said, advising travellers to check the entry requirements imposed by Taiwan and take the necessary precautionary measures.
To facilitate the contact tracing process, visitors from Taiwan must download and register for the TraceTogether app on their mobile devices prior to departing for Singapore. They must keep the app activated during their stay here, and not delete it for 14 consecutive days after leaving Singapore.
Additionally, visitors must be responsible for their medical bills related to Covid-19 while in Singapore.
This latest initiative follows the earlier lifting of border restrictions for visitors from Australia, Brunei, mainland China, New Zealand and Vietnam.
As at December 10, CAAS has approved 9,284 applications for visitors from these places, and received 4,050 visitors. As at December 9, all visitors who have arrived in Singapore under the ATP have tested negative for Covid-19.
Firefly’s jet services set to take off next month
Firefly Airlines, which currently only operates turboprop services within Malaysia, will commence jet operations next month from its northern hub in Penang to three destinations – Kota Kinabalu, Kuching and Johor Bahru.
It will start with twice-daily services between Penang and Kota Kinabalu and Kuching, and thrice-daily services between Penang and Johor Bahru. These services will be operated with a trio of B737-800 narrow body jets using excess aircraft from sister company, Malaysia Airlines.
Firefly CEO Phillip See shared that the flights will be code shared with Malaysia Airlines and customers can accrue and redeem Enrich points. In terms of product differentiation, Firefly will offer low-cost carrier products where guests can select their desired products and services.
See described this as a “DIY concept”, while at the same time, guests will also enjoy full benefits of being part of Malaysia Aviation Group (MAG).
“Penang (as a northern hub for jet services) is a great place to start because it has a great mixture of leisure and corporate business,” said See, who was speaking at the fifth edition of BE@Penang, a two-day virtual conference organised by Penang Convention & Exhibition Bureau, which commenced on December 10.
The setup of Firefly’s Penang hub jet operations will require minimal investment by MAG in 2021, with an expected increase in production, measured in average seat per kilometre, by 36 per cent over the next five years.
Jetstar Asia brings back inflight meals
Jetstar Asia has re-introduced onboard catering on all flights, as the airline ramps up services to eight key South-east Asian cities, including daily services to Jakarta and Kuala Lumpur.
Travellers are now able to pre-purchase light snacks and hot meals from jetstar.com prior to their flight and be served on board. From December 21, buy-on-board meals, drinks and snacks will also make a comeback. Inflight vouchers will also be accepted.
Clive Ashmore Butler, Jetstar Asia’s commercial lead, said the re-introduction of inflight services represented another big step forward in the airline’s recovery. “Enjoying a wide selection of delicious beverages, snacks and quality meals on board is part of the travel experience and are often key factors determining customer satisfaction,” he said.
For now, the on-board menu will offer Asian flavours, with a wider menu to be introduced when border restrictions ease further, and leisure travel returns. The buy-on-board menu can be downloaded on jetstar.com or by scanning the QR codes available at check-in and the boarding gates.
As part of Jetstar Asia’s Fly Well programme, initiatives introduced to improve safety and peace-of-mind when travelling, all Jetstar Asia (3K) flights will become cashless cabins. Customers will be asked to use inflight vouchers or cards to reduce contact between passengers and crew.
InterContinental Hotels Group (IHG) has signed a franchise agreement with long-term partner Kew Green and real estate developer Siamese Asset to expand its Crowne Plaza brand in Bangkok.
Come 2025, the Crowne Plaza Bangkok Rama 9 hotel will open in a prime city location, close to the Thai capital’s new CBD.
The hotel will be located in the mixed-use development, Siamese Rama 9, which also houses high-end apartments, office space and a mall. It will feature dining outlets, meeting rooms, a fitness centre, swimming pool and rooftop garden. The Plaza Workspace, a new take on the traditional hotel lobby, will provide a space for guests to work, meet and socialise.
The signing marks IHG’s first franchise agreement in Thailand, made possible by a joint venture between Kew Green and Siamese Asset. It comes after the signing of Crowne Plaza Bangkok Grand Sukhumvit last month, expanding the brand’s footprint to three hotels in the capital.
IHG currently has 31 hotels in Thailand operating under seven brands: Six Senses, InterContinental, Crowne Plaza, Hotel Indigo, Holiday Inn, Holiday Inn Express, and Staybridge Suites; with another 30 in the pipeline.