How travel agents can seize the moment this holiday season

December 21, 2020

Brought to you by Amadeus

As 2021 fast approaches, there are many challenges and unknowns that still lie ahead with Covid-19. Even with the advent of a vaccine, there is no clear date of when international travel will resume, with the delay of bubbles between countries like Hong Kong and Singapore underlining a hurdle to travel recovery.

What we do know is that millions of travellers are out there dreaming of their next adventure. The majority of travellers in Asia-Pacific are steadfast in their commitment to resume their leisure travels by 4Q2021, with 70 per cent indicating a “strong desire” to travel domestically once restrictions ease.

From our recent Destination X: Where to Next survey, we have a very clear picture of what travellers are willing to consider at the moment. We can also see the potential for travel sellers to materialise the bigger role in helping consumers navigate through all the twists and turns of their trip planning experience.

Here are some insights for travel sellers looking at new opportunities this holiday season:

Travel planning is alive and strong

Relationships are a significant driver fueling the desire to resume travel for travellers in the Asia-Pacific region. More than half of travellers want to reconnect with family or friends, whether in familiar or unfamiliar surroundings. Only 8 per cent of travellers surveyed expressed interest in group, or guided tour packages of more than 50 people.

Travel spontaneity is also a thing of the past, with majority of Asia-Pacific travellers seeking thoughtful guidance over a period of time before they book their next getaway. For travel sellers, this means incorporating multi-touch or multi-channel to help nurture or shape their customers’ future travel purchase decisions.

Covid-19 is top of mind

The severity of the Covid-19 health crisis at the destination is now one of the most critical factors influencing purchasing decisions for travellers. More than two-thirds of travellers rank the health and safety measures of airports, airlines and hotels highly when it comes to planning trips.

As the pandemic poses a conundrum to commercial flights, travel sellers will need to work with airlines to demonstrate that it is safe to travel again. New technology such as mobile boarding passes; coupled with policies like mask compliance, and removing middle seats, could help to boost confidence.

Timing and support is everything

As travellers contemplate exploring new destinations again, their trip planning complexity is becoming increasingly challenging. New regulations around quarantines, visas and more, plus everchanging flight availability requires a greater pool of knowledge, experience and time to ensure the best outcome.

Our survey shows that travellers in Asia-Pacific now place a higher premium on problem solving. Travel sellers that can provide support and look for opportunities to continuously engage customers with hyper-personalised recommendations can help mitigate unforeseen issues and build trust and loyalty over time.

This holiday season, travellers across Asia-Pacific will try and make the most of what they can do to fulfil their holiday needs. Travel sellers that can provide the right information on Covid-19 status and government restrictions and policies in a timely manner, will help the industry rebound in the New Year.

Princess Cruises unveils 35 Japan itineraries for 2022

By TTG Asia

December 18, 2020

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Come summer 2022, Princess Cruises will sail out of Tokyo (Yokohama) and Kobe on diverse itineraries spanning from the southern tropical islands of Okinawa to the northernmost island of Hokkaido.

Now on sale, the cruise line’s 2022 Summer Japan programme offers 35 departures onboard Diamond Princess during May through September 2022, covering 31 destinations across four countries. Cruises range from five to 19 days, featuring 10 UNESCO World Heritage Sites, such as the historic monuments of ancient Kyoto, Buddhist monuments and the Hiroshima Peace Memorial.

Princess Cruises 2022 Summer Japan Programme offers multiple opportunities to experience local festivals

For guests with more time to explore Japan, the Highlights of Japan cruise tour combines an eight-, nine- or 10-day cruise with two nights in Kyoto and three nights in Tokyo.

The season offers nine opportunities to visit local festivals, such as Kyoto Gion Festival featuring massive, handcrafted “yama” and “hoko” floats, and Kumano Fireworks Festival showcasing a display of 10,000 fireworks.

Other featured festivals include Osaka Tenjin Festival, Aomori Nebuta Festival, Akita Kanto Festival, Kochi Yosakoi Dance Festival and Tokushima Awa Dance Festival.

In Tokyo, guests can enjoy shopping in the Ginza district or exploring the Imperial Palace plaza. The 2022 season features the maiden port call to Hitachinaka, for access to the shrines and temples of Nikko. Ten ports offer More Ashore late-night stays including Akita, Aomori, Kochi, Osaka and Tokushima on Summer Festival dates.

Guests can also lap up the serenity in Kanazawa’s Kenrokuen Garden, one of Japan’s Three Great Gardens; experience a traditional tea ceremony while overlooking Mt. Fuji; or enjoy a good soak in an onsen (hot spring).

Built in Japan, Diamond Princess offers a cruise experience connected to the local Japanese culture. Guests dine on authentic cuisine at Kai Sushi, soak in a traditional Izumi bath, and enjoy folkloric shows and regional entertainment.

In 2022, Diamond Princess will feature the cruise line’s exclusive Princess MedallionClass Experience, delivering highly personalised service and enabling touchless interactive experiences and entertainment.

ITB China plans two 2021 events

By TTG Asia

December 18, 2020

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The ITB China organisers will launch an ITB China Special Edition in 2021, a two-day business event which will make its debut in Beijing from May 7-8, delivering an innovative showcase for business exchanges while providing a stage for sharing industry insights for the travel industry.

The newly designed and hybrid event, which is expected to attract 1,500 participants, will feature pre-scheduled meetings with Chinese buyers, networking events as well as a series of content sessions by industry experts, focusing on new traveller demands and travel trends.

Additionally, the ITB China Special Edition will offer suppliers a solution for remote participation with an easy-to-exhibit package. Keynote speeches and panel discussions during the conferences will be accessible to a global audience online through instant live-streaming, with simultaneous AI-based translation in different languages offered for all content sessions.

The announcement of a special edition of the annual trade show follows the premiere of the ITB China Industry Meetup event series in six major cities across China from September to November 2020. It also comes on the back of traveller confidence recovering swiftly in China, with ITB China’s general manager David Axiotis saying that the organisation expects “a promising outlook on cross-border travel and emerging business opportunities” at the time of the event.

Meanwhile, the regular edition of ITB China 2021, alongside its accompanying ITB China Conference, which was originally scheduled for May 13-15, has been postponed to November 24-26.

Set to be held at the Shanghai World Expo Exhibition and Convention Centre, ITB China will keep revitalising business relations between the Chinese and global travel industry, and help global suppliers and Chinese agencies to chart the newly developed travel business landscape in China.

Crowne Plaza expands Thai footprint

By TTG Asia

December 17, 2020

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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.

Crowne Plaza Bangkok Rama 9 is slated to open its doors come 2025

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.

The Delivering Group, Valor Hospitality partner to cater for growing white-label hotel management demand in APAC

By TTG Asia

December 17, 2020

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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.

From left: VHP’s Tomas Kastberg Andersen, DG’s Mark Simmons

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

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December 16, 2020

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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

By S Puvaneswary

December 16, 2020

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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

By TTG Asia

December 14, 2020

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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

By TTG Asia

December 14, 2020

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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

By Kathryn Wortley

December 11, 2020

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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.

Japan’s Go To Travel campaign has come under fire as the country battles a surge in coronavirus cases

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.

How travel agents can seize the moment this holiday season

Princess Cruises unveils 35 Japan itineraries for 2022

ITB China plans two 2021 events

Crowne Plaza expands Thai footprint

The Delivering Group, Valor Hospitality partner to cater for growing white-label hotel management demand in APAC

Heart of hospitality

Forging a new path forward

Mandarin Oriental Pudong, Shanghai welcomes new GM

New CEO for Destination Gold Coast

Japan agencies brace for more uncertainty as virus surge sparks changes to domestic travel campaign

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