AHCT Nov 2011 Web Size

Published since 1976
Vol 36 november 2011

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REPEAT BUSINESS
Are hotel loyalty
schemes still viable?
TASTE of SUccESS
Asia's growing love of whisky
AHEAD of THE cURVE
The rise and rise of Hong
Kongs hotel industry
AsiAn Hotel & CAtering times
is publisHed montHly by
tHomson press Hong Kong ltd (tpHK)
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Thomson Press Hong Kong Ltd
W
elcome to the November AHCT!
In another packed issue we ofer
our usual snapshot of the Asian
hospitality industry and examine whats new in
design, management, technology, equipment
and more.
While hotels in the region overall are
enjoying the highest occupancy rates since the
global fnancial crisis of 2008, Hong Kongs
hotel industry is particularly booming, with
occupancy fgures currently averaging 92%.
hong Kong hoTels
AssociATion
hong Kong
chefs AssociATion
fedeRATion of hong Kong
ResTAuRAnT owneRs
The fedeRATion
of hong Kong
hoTel owneRs

AssociATion
of ThAilAnd
bAKing indusTRy
TRAining cenTRe
AssociATion of
inTeRnATionAl
hoTelieRs shAnghAi
singAPoRe
chefs AssociATion
hong Kong
bAKeRy & confecTioneRy
AssociATion
singAPoRe
hoTel AssociATion
hong Kong
bARTendeRs AssociATion
hong Kong
MAiTRe dhoTel AssociATion
shAnghAi
chefs AssociATion
MyAnMAR chefs
AssociATion
MAlAysiAn AssociATion
of hoTels
MAcAu hoTel
AssociATion
club MAnAgeRs AssociATion
hong Kong
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What are the reasons for this, and is such
rapid growth sustainable? We speak to key
industry fgures.
Also undergoing dynamic change are
hotel loyalty programmes. Bringing in repeat
business is vital for the hospitality industry,
and the addition of online marketing resources
has added further spice to the mix. So how do
you use these tools to keep your customers
coming back?
We also raise a glass to Asias burgeoning
EDIToR
Daniel Creffeld
DESIgN By
Koon Ming Tang
production@thomsonpress.com.hk
coNTRIBUToRS
Victoria Burrows
Helen Dalley
Rebecca Lo
Robin Lynam
Zara Horner
Jane Ram
ASSocIATE PUBlISHER
Sharon Knowler
sharon@thomsonpress.com.hk
ADVERTISINg SAlES MANAgER
Roxane Aghilone
roxane@thomsonpress.com.hk
cIRcUlATIoN ExEcUTIVE
Becky Chau
enquiries@thomsonpress.com.hk
cHAIRMAN
JS Uberoi
DIREcToR
Gaurav Kumar
endoRseMenTs
whisky market, and see whats brewing in the
competitive world of cofee machines.
We are always interested in how hospitality
professionals feel about the constant
developments in the industry, good or bad, so
please do send your comments and suggestions
in: daniel@thomsonpress.com.hk
E d i t o r s M E s s a g E
november 2011 AHCT 3
MANAgEMENT
16 The future for loyalty programmes
MARKET REPoRT
20 Booming Hong Kong leads the
way in Asia
NEWS
INDUSTRy
6 Accor battles delays in India; Celebs
unite for UNESCO; Raising a glass
to the inaugural China Wine Awards
cUlINARy
54 Funky, fruity drinks; Guilty pleasures;
Characterful bread
PRoDUcT
50 High-tech ambient showers;
Sustainable bedding; Expandable
coffee machines
cover photography courtesy of waldorf
Astoria shanghai on the bund, club lobby
DEcEMBER
Education/training
Vietnam, Laos, Cambodia
POS
Resorts
Desserts; Foie gras
Champagne
Dishwashers; Lighting
JANUARy 2012
Sales & Marketing
Thailand
PMS
Guestrooms
Meat
Vodka
Luxury linen; Carpets
CONTENTS
Vol ume 36 November 2011
Advertisers Index
TEcHNology
26 Property management systems
boost your bottom line
DESIgN
30 Combining a respected hospitality
school with a successful
boutique property
fooD
34 Asias increasing appetite for meat
34
38
ADA 11
Agilysys 29
Alpha International 35
Athena 23
Barry Callebaut 19
Boncafe 24 & 25
Bravilor 47
Bunn-O-Matic 51
EZYield 27
FHA 65
Franke 45
Global Search International 9
Greenfeld OBC
Gulfood 59
HIFI 61
International Furniture Fair Singapore 63
IPSO 21
La San Marco Spa IFC
M.Schaerer 53
Manitowoc 33
Melitta 37
MICROS IBC
MIWA 57
Pevonia 14 & 15
Rancilio 43
Santos 13
Tequila Corralejo 41
WMF 49
Zieher 31
DRINK
38 Exports of whisky to Asia grew by
33% in the frst six months of 2011
EQUIPMENT
44 Coffee and tea machines brewing
serious profts
EVENTS AND ExHIBITIoNS
56 Events Calendar
58 Food & Hotel Malaysia reviewed
60 Food Hotel Vietnam reviewed
62 Hotel Expo Macau previewed
INTERVIEW
64 Lee Kum Kees Charlie Lee
APPoINTMENTS
66 See who is moving where
Whisky galore
Asias meat
experience
4 AHCT november 2011 november 2011 AHCT 5
NowoniPad
Available on App store
Statistics
reveal
pronounced
volatility
Hotels and resorts in Thailand are still
struggling to improve rate positioning,
according to consulting specialist
Horwaths 2011 Thailand Hotel
Industry Annual Survey of Operations.
Participating hotels, however, are
optimistic about the occupancy and
average daily rate (ADR) outlook for this
year and 2012.
The sample of respondents reported
an average full year (2010) occupancy of
58% at an ADR of THB3,114 (US$100)
in 2010; compared to 56% at THB3,411
(US$110) in 2009. Total revenue per
available room (RevPAR) increased
slightly from 2009 by 2%, but larger
increases in departmental expenses
and undistributed operating expenses
resulted in a signifcant 13% year-on-year
drop in gross operating proft. The highest
occupancy levels were recorded in
Pattaya, while the lowest were in Chiang
Mai and Chiang Rai.
Hotel prices have experienced
pronounced volatility as a result of
political turmoil and natural disasters in
the frst half of 2011, according to the
latest Hotels.com Hotel Price Index. The
average price of a room around the world
rose by just 3% but this masked some
steep rises and falls.
Other factors such as currency
strength and supply of rooms impacted
average room prices, although the report
shows that overall these were just 6%
higher than when the HPI was launched
in 2004. Prices fell 6% in Asia-Pacifc
year-on-year, but rose in all other areas:
4% in North America, 2% in Europe and
Latin America and 1% in the Caribbean.
Despite a large variation of the hotel
price changes across Asia-Pacifc, the
average hotel price in Hong Kong rose
40% to HK$1,050.
The main driving forces of the
demand were business and leisure
travellers, especially the infux of tourists
from Mainland China.
Conservation,
sustainability, and fun
Hollywood stars (including Daryl Hannah (centre right) and Kate Bosworth (centre
left)), supermodels (Helena Christensen, left) singers, musicians and actors as well as
some of the biggest names in water sports and marine conservation, recently came
together for a week-long event at Six Senses Laamu resort, Maldives to raise funds
for UNESCOs Biosphere Reserve project.
Adrenalin pumping water sports shows, surfng and wakeboarding displays,
daily workshops and debates kept everyone entertained. Nightly open-air movie
screenings were accompanied by bowls of ice cream chosen from the 50 favours,
and ethically sourced gourmet food enjoyed with sustainable wines from Australias
Margaret River region.
Impromptu performances by the talented guests added to the fun, and the fnale
Barefoot Ball rounded off the week.
Proceeds from the event have been donated to Water Charity, Plant a Fish and
Blue Marine Foundation.
Its a blinking
matrix
Asia hospitality design frm, Blink Design
Group, has been acquired by Space Matrix.
Founded fve years ago by Clint Nagata (top),
Blink offers end-to-end integrated services
featuring planning, architecture, interior
design and branding, under one umbrella.
Conrad, Hilton, Jumeirah, Langham Place,
Le Mridien, Regent, Sheraton, Westin and
The Luxury Collection have been clients.
Space Matrix, an architecture and interior
design frm, has identifed hospitality as a
long-term growth area and the acquisition
of Blink provides the company with the
expertise to become a major player in the
feld globally, says Alan Barr (below). Blink
will have dedicated studios in Bangkok, New
Delhi and Singapore.
India Round-up
By Victoria Burrows
The Accor hotel group has major expansion plans in India, despite construction delays
adding costs to an already infated room rate across the country, according to Jean-
Michel Casse, senior vice-president of operations for Accor India.
With a present stable of nine hotels with 1,652 rooms, and another seven properties
to open in the next few months, Casse says the company has committed to a massive 63
new hotels in India. The company expects 21 hotels to open before the end of next year.
India remains a market that provides for signifcant opportunity today and will
continue into the future, he says. The size of the internationally branded hotel room
inventory in the whole country remains smaller than that of many of the worlds largest
cities and is yet to be fully segmented offering companies such as Accor with a multiple
brand portfolio, extensive opportunity.
International hotel groups are increasingly focusing on the two big markets of China
and India, and Casse says that the pace of development in the subcontinent is quite
frantic with most major operators vying for presence.
He expects that much of the existing commitments will start to come online in 2013 or
so, ensuring that by 2020 the stock of inventory will more closely match demand.
The nine hotels so far include three Novotel, three Mercure and three Ibis, centred
around the major business areas of Delhi, Mumbai, Pune, Bangalore, and Hyderabad.
Today demand in India is very much driven by business travellers being both
domestic and international and across the various price segments, Casse says. The
percentage of domestic business in economy hotels is around 70 percent depending on
the location. As you move up in the segments to the luxury hotels, this percentage swings
to be more like 70 percent international patronage.
Accor will introduce three new brands to India in the coming few months: Softel,
Pullman and Formule1, meaning Accor will operate seven of its 10 brands in the country.
Softel will debut with the opening of Softel Mumbai BKC (Bandra Kurla Complex); the
Pullman brand will open the Pullman Gurgaon, near New Delhi; and Formule1 opens its
frst two hotels in Pune and Noida, one of Delhis satellite cities, this year.
But this rapid expansion is not all plain sailing, with construction diffculties often
delaying the completion of properties.
India is a challenging place to construct hotels and we, like all hotel companies, often
face lengthy delays in getting the hotels built and open. Delays add costs to the projects,
and in this market construction costs are already quite high, says Casse.
These construction costs have resulted in comparatively high room rates when
compared to a country such as China. But Casse believes this will adjust in due course.
In time, we anticipate pricing of hotel rooms to normalise as inventory increases,
however we are some time from that yet, he says.
i n d u s t r y n E w s
6 AHCT november 2011
Take-overs and
growth plans
A new integrated management, development and investment
hospitality company has launched in Asia. SilverNeedle Hospitality,
founded by the Nadathur Group along with some industry
veterans, is rolling out a portfolio of hotels focused on mid-upper
scale properties in key destinations across the region, including
China, Vietnam, Thailand, Indonesia, India and Sri Lanka.
The company kick-started its growth plans with the acquisition
of Australia-based Touraust Corporations Constellation Hotels
business. The portfolio includes over 60 hotels in Australia and
New Zealand: Chifey, Australis Resorts and Hotels, Country
Comfort brands and the Sundowner Motels brands in New
Zealand.
Bill Black, president of SilverNeedle Hospitality, says This
acquisition gives us a platform to launch our own brand, Next
Hotels and Resorts.
Black adds he will be scouting for hotels that ft the groups
growth plans of over 10,000 rooms in fve years.
SilverNeedle Hospitality has set up its headquarters in
Singapore with regional offces in Bangkok, Mumbai and Sydney
and plans for an offce in China in early 2012.
Chocolate mastery
The international culinary competition devoted solely to the
art of chocolate, The World Chocolate Masters 2011, has
announced its results. In its fourth year, the competition
is open to any of the worlds most talented chocolate
craftspeople. The three-day competition welcomed 19
fnalists this year, including three representing Asia-Pacifc:
Yoshiaki Uezaki from Japan, Seung Yun Lee from Australia,
and Chi Hsien Cheng from Taiwan. The judging panel was
headed by leading French chocolatier and Meilleur Ouvrier
de France, Arnaud Lahrer and Jacquy Pfeiffer, award-
winning French pastry chef from Alsace and co-founder of
the French Pastry School in Chicago.
This years theme was Cocoa, the gift of Quetzalcoatl.
The Aztecs believed that it was the god Quetzalcoatl
who created cocoa as a divine gift to relieve fatigue
and provide pleasure.
First, second and third prizes were accompanied by
prizes for best praline, pastry, dessert, Aztec necklace and
showpiece, with a total prize package worth US$104,000.
YoshiakiUezaki,
from Japan
ChiHsien
Chengfrom
Taiwan
SeungYun
Lee from
Australia

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Asia-Pacifc
tourism arrivals up

Latest fgures from the Pacifc Asia Travel Association (PATA)
are encouraging as they indicate international visitor arrivals into
regional destinations have increased 7% year-on-year to July.
Within Asia, South Asia is leading the pack, growing by 14%
and adding almost 90,000 more international visitors to the sub-
regions total compared to July 2010. Southeast Asia is up 12%.
After posting slow growth since February this year, Northeast
Asia is up 4% and the Pacifc region up 1%.
India (+10%) grew at a faster rate than in previous months
due in part to the lower growth base of July 2010. The Maldives
(+27%), Nepal (+20%) and Sri Lanka (+32%) all enjoyed buoyant
growth in foreign arrivals.
Thailand (+19%) returned to a more normal level after three
consecutive months of post-crisis peaks, which were largely
infated on the back of comparison periods involving the political
turmoil April to June 2010.
China (+2%) grew much more slowly than its SARs of
Hong Kong (+22%) and Macau (+18%) during this period.
However, because of its very large arrivals base, the Mainland
still managed to welcome more than 260,000 additional visitors
China Wine Awards
By Jane Ram
The inaugural China Wine Awards welcomed 40 judges all
China-based distributors, wine writers and commentators
whose main judging criteria in the blind tasting of over 700
wines were: appeal to the Chinese palate and suitability as
partners for 21 specifc different types of Chinese cuisine.
People go to exhibitions, but an actual tasting is something
different, it creates the opportunity to meet up with other
enthusiasts said organiser, Kelly England.
Spain garnered the most double gold awards (fve, including
the only award-winning white), followed by Italy (four), Australia
(three) and France in fourth place with two.
Greece, Austria, Argentina and New Zealand were each
awarded one double gold.
One judge who was not surprised at the results was Jackie
Ker Jieyong, a wine retailer and distributor based in Zhuhai. I
like the grand cru wines, but they are horribly expensive. Over
time I have discovered many small wineries in different countries
with some very good, affordable wines.
during the month compared to July 2010.
While inbound visitors to Japan were down by 36%,
outbound increased by 5% in July, the frst positive month of
growth since the disasters in March. This promising expansion
supported growth for all reporting Northeast destinations,
particularly Chinese Taipei (+9%) and South Korea (+17%).
John Koldowski, director of the PATA Strategic Intelligence
Centre said: Some of the more traditional origin markets
are losing ground to emerging ones. Arrivals from Russia, for
example have increased by more than 50% so far this year.
Numerically, the Russians are now as important as, for example,
France and even Germany.
SilverNeedles BillBlack says he willbe scoutingfor hotels
Winning
showpiece
from Frank
Haasnoot,The
Netherlands
WyndhamHotelGroup has
expanded in India with the signing
of agreements to franchise three
hotels under its Wyndham Hotels
and Resorts and Ramada brands: a
154-room Wyndham Grand property
in Agra, and two new-construction
Ramada properties in Alleppey and
Ghaziabad will add to the groups
14 hotels already in operation and
the 15 properties currently under
development in the country.
Ava Restaurant Slash Bar has opened
at Hong Kongs HotelPanoramaby
Rhombus. Serving modern international
cuisine from Chef Mark Boyle, innovative
signature cocktails, with resident DJs to
keep the crowd happy Thursday through
Saturday evenings, private spaces and
270-degree views of the spectacular
Hong Kong skyline.
IN BRIEF
Great Hotels of the Worlds newest
luxury collection member Mantra
SamuiResortandSpa has
opened, following a three and a
half year development at a cost of
US$20 million.
Worldhotels has announced a
strategic partnership for china,
with china world hotels to develop
over 75 worldhotel branded hotels
in the next 10 years. china world
hotels hotel management services
company has more than 160
hotels in its portfolio. The group
will launch the worldhotel brand
as their upper upscale ofering.
worldhotels vice-president Asia-
Pacifc, Roland Jegge, said the
branded hotels concept recognised
the need for a more fexible model
as well as a need from owners for
support in managing operations
and technical support during
construction or renovations.
The St.RegisShenzhenis set to
open atop the new Kingkey 100-storey
building, the tallest building in the
southern China city and the eighth tallest
in the world. Designed by famed architect
Sir Terry Farrell, The St. Regis Shenzhen
occupies the top 28 foors of the building.
HyattHotels has announced the introduction of its Hyatt
Place and Hyatt House brands in Asia with the signing of
management agreements for two Hyatt Place hotels and one
Hyatt House hotel in Shanghai. The company also announced
management agreements for eight additional full-service
hotels in China, bringing the total Hyatt-branded hotels under
development in China to 32.
The Lawn, the outdoor secret garden at Hong Kongs
TheUpperHouse has introduced a selection of food
and drinks from the Caf Gray Deluxe menu. Baristas
provide coffee in the morning and barmen cocktails in
the evenings. General manager, Dean Winter, is excited
about what The Lawn will offer; Outdoor space in
Hong Kong has always been a novelty. The Lawn is
well-placed to offer something special for our guests.
This year marks the strongest growth year for Accor,
with over 100 new contracts signed and over 60 new
hotels opened in Asia-Pacifc. China (18 hotels), Thailand
(nine), India (seven) and Indonesia (seven) house the
majority of hotels that have opened during 2011. Accor
is focused on China and India as core growth markets
and with collectively 107 additional hotels committed the
network will almost double in size in the coming few years.
But Indonesia provides a strong market opportunity as
well, says the company. Accor has a further 30 hotels
committed there.
The acquisition of RosewoodHotels
& Resorts by New World Hospitality
for US$229.5 million in July 2011 was
the winner of the HICAP Merger and
Acquisition Deal of the Year Award.
The Single Asset Deal of the Year
was a tie between the Crown Plaza
Changi Airport Hotel in Singapore and
the Laguna Beach Resort in Phuket,
Thailand. The Ritz-Carlton, Hong Kong,
received the Reggie Shiu Development
of the Year Award.
InterContinentalGrandStanford
Hong Kong is celebrating its 30th
anniversary this year by honouring 11
long-service employees who were part
of the pre-opening team. From back of
house to frontline operational staff, they
include Raymond Chan (airport manager)
William Lam (executive sous chef) Aouda
Tam (director of housekeeping) Carrie Li
(laundry supervisor).
JebsenFineWines has marked its
20th anniversary milestone with a fve-
fold increase in revenue over the last
decade. Part of 100-year-old Jebsen
Group, a marketing and distribution
organisation for premium products in
the Greater China region, Jebsen Fine
Wines has beneftted from being an
early mover in the industry enabling
a quick response to recent market
changes. Recent portfolio additions
include Chteau DEsclan from
Provence, Leon Beyer from Alsace,
Mishas Vineyard from New Zealand
and several Bernard Magrez estates
from Bordeaux.
MvenpickHotel &SpaBangalore
has opened its doors, becoming the frst
property in India for the hotel company.
The group has strong expansion plans in
India and has recently announced a second
property in the country, the Mvenpick
Dharamshala Resort & Spa, a 110-room
resort in the Northern Indian Kangra Valley
due to open in 2013.
Thailand-based OnyxHospitality
Group has assumed management of
a 105-room hotel on Hainan island.
Owned by Sanya Daxing Group, the
property will continue to operate as
an upscale boutique offering while it
undergoes a phase of re-branding
before debuting as the Amari Sanya Bay
on 1 March 2012.
High-end hotel and restaurant group,
Relais&Chteaux has launched its
frst guide in simplifed Chinese. 20,000
copies will be published. Jaume Tpies,
chairman, said, The Chinese taste for
travelling and fne dining is evolving.
Asian travellers are looking for places
where authenticity is essential and they
do so not only in Shanghai or Beijing,
but throughout China. Among the
10 countries with the highest tourism
spending, China was ranked third in
2010. Domestic tourism is a major
phenomenon in the country. Relais &
Chteaux now has seven members
in China and a total of 51 in Asia. The
company has also opened a sales offce
for the region in Singapore.
IN BRIEF
Hong Kongs LhotelIslandSouth is the latest development of the Chinachem
Group, and the 432-room and suite hotel is the frst of the groups properties to
be awarded ISO 14001:2004 certifcation for Environmental Management System.
Awarded by BSI Management Systems, the certifcate specifes a process for
controlling and improving a companys environmental performance. Lhotel Island
South is a Hong Kong National Geopark hotel, which uses LED lighting in rooms,
specially adapted water heating systems and recycled artwork throughout the
property. Lhotel Island South was named Best New Hotel in Hong Kong by TTG
China Travel Award 2011.
World Travel
Awards 2011
round-up
Regional hotels did well at the recently
held WorldTravelAwards ceremony
in Bangkok. Now in their 18th year,
the awards acknowledge, reward and
celebrate excellence across all sectors
of the global travel and tourism industry.
This year, 213,000 industry professionals
participated in the voting process.
Anantara Golden Triangle was named
Anantara Golden Triangle
SwisstelThe Stamford,Singapore Banyan Tree Bangkok
Thailands Leading Resort. Banyan Tree
Bangkok was voted Asias Leading City
Spa Hotel and Swisstel The Stamford,
Singapore, won Singapores Leading
Business Hotel category.
pevonia.com
salon & spa
at aria
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resort and spa
balboa bay club
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M a n a g E M E n t
16 AHCTnovember 2011
M a n a g E M E n t
T
heres nothing new about loyalty
programmes. Teyve been around
in one form or another for more
than 150 years.
Tis tried and tested marketing tool
has traditionally been an efective way to
encourage immediate sales, repeat business,
and tough out the hard times, but are they
still relevant?
To a certain extent, replies Linda
Kwan, marketing director of Cafe Deco
Group. But the key, she adds, is to upgrade
schemes. For example, the Cafe Deco
Group VIP programme continuously ofers
new things to keep up with our customers
needs and expectations. Our programme
gives an extra reason for customers to come
back and dine with us.
Implementing a successful scheme is all
in the process. Perhaps, even more so today,
when tech and marketing-savvy consumers
expect specialisation to be combined with
diversifcation and consistency.
Te success of a loyalty programme is
about targeting not just discount ofers but
knowing whom customers and/or guests are,
and what they really want or are interested
in; plus careful segmentation to provide the
necessary hooks and allow customers to opt
in or out of ofers easily.
In the advertising and marketing world
its known as gamification. Frequent
fyer programmes are most often cited as
examples of this concept, which is about
leveraging game design techniques to engage
customers, lower acquisition costs, and
build sustainable brand value.
Tese days, loyalty schemes dont only
ofer special discounts but also ofer unique
privileges to make their customers happy,
Kwan says, adding: For example, on top
of the usual benefts, we have upgraded
our services and have created a new VIP
[telephone] hotline wherein our members
can call us for any enquiries and make
reservations during ofce hours. Just one
call and they can have access to more than
40 restaurants in Hong Kong, Macau and
Sydney.
Rather than sounding the death knell
for loyalty programmes, data marketing
and social networking may well be their
lifeblood, if properly applied.
Kwan again: [Data marketing and
social networking] have positive efects.
We gain more knowledge on what our
customers specifc needs and requirements
are. We can then cater to their needs. Social
media helps spread company news in a faster
and more economical way.
Customer experience is key
Todays customers are interactive and
expect to beneft from their relationships
with brands. Loyalty programmes can
be an efective tool to engage customers
emotionally through a brand promise, and
bring that promise to life.
Loyalty programmes play a very
important role in hotel operations, says
Vicky Yau, director of loyalty marketing
Asia-Pacific for Hyatt. Not only is it
one of the most efficient and effective
communication channels between us and
our most valuable customers, [a loyalty]
programme also serves as a platform
where Hyatt can show our appreciation to
recognise our most loyal customers as well.
Our Gol d Pas s por t member s
are communicated with on a regular
basis via our programmes tailor-made
electronic mails. Moreover, when our
most loyal members visit our hotels, our
hotel staf around the world are able to
recognise them and serve them according to
their preferences.
Simon Pritchard, Asia-Pacifc VP with
a global software company, and a frequent
traveller, thinks there is still defnitely a
place for loyalty programmes.
In an age where you can know so much
more about your travel providers, and they
about you, through data marketing and
In the age of data marketing and social networking is there
still a place for loyalty schemes? Zara Horner fnds out
Keeping the faith
OPINION
stephen hay, general manager hong Kong, iclP says loyalty programmes defnitely
still have a role to play. The rise of the internet, social networks and better access
to data [may have] opened up lots of new opportunities to engage and interact
with more customers many of whom were sometimes harder to engage, young
people, for example but, this is all a huge beneft. The loyalty programme still
plays an important role in the relationship between the customer and the brand, hay
says. The customer is making a statement and an emotional commitment about a
brand that they trust and believe in. in todays fragmented, chaotic and sometimes
promiscuous world customers making that commitment is hugely important. next
time you are at the airport or in a hotel lobby, check out the luggage tags. customers
saying loud and clear, this is a programme, a company and a brand that i am proud
to belong to.
ICLP is a loyalty marketing agency whose clients in Asia-Pacifc include the Mandarin
Oriental Hotel Group, InterContinental Hotel Group and JAL Hotels.
social networking, loyalty programmes
deliver two things: points for benefts and
travel friction reduction.
Like many others in his position,
Pritchard says the novelty of travelling
is over for him so anything which
minimises the hassle factor helps and
that business travellers are quick to work
out the diference between substance over
form. Cathay Pacifcs scheme is very easy
to redeem points from, for example, whereas
with Qantas, which essentially has the same
web visage, telephone contact etc, one gets
the impression theyre trying to fnd a reason
not to give you a seat.
Pritchard says that to be attractive, a
programme needs to be straightforward
and genuinely useful with no black
out periods. I dont mind spending extra
points to get what I want, but I resent not
having options.
Often business travellers rack up a lot of
points and achieve a high status in loyalty
programme, but because of economics they
may not necessarily be travelling frst class.
When youre not travelling for pleasure but
because you have to, unexpected benefts
along the way are helpful, Pritchard says.
Tey remind you there is a scheme
in place. Te bowl of fruit, free internet,
a dedicated check-in, upgrade to club
floor, and past preferences remembered
are all appreciated. Cathay Pacifc, again,
is rigorous about their chief stewards
introducing themselves. If youre travelling
economy they bring the meal you want frst,
and will try to block the seat next to you.
Making it right for everyone
A successful loyalty programme today has
to be part of a long-term customer-centric
strategy; not about short-term proft. Long-
term, strategic schemes, which also drive
marketing initiatives, are usually successful.
As the saying goes, Knowledge is power
and reliable customer data analytics can help
avoid one of the most signifcant pitfalls to
efective loyalty marketing non-proft
generating ofers.
Using such specific information is
invaluable in tweaking loyalty programmes
along the way.
Proactive communications are capable
of enhancing and diferentiating brands.
At Hyatt, data-based marketing and
social networking are two very important
channels Hyatt [uses] on a daily basis,
Cafe Decos loyaltyprogrammes continuallyappealtocustomers toreturn tothe groups F&Boutlets
M a n a g E M E n t
18 AHCTnovember 2011
Yau explains. Monthly e-newsletters,
e-statements and promotional e-direct
mails [are sent out]. Over 90% of our
active members subscribe to our electronic
communications to ensure they are informed
of whats new at Hyatt and to keep track of
their membership accounts.
Social networking [means we can]
communicate with people who are non-
members or have not stayed at a Hyatt hotel
before. Te new communication channel
has opened numerous opportunities for
Hyatt and our Gold Passport programme
to communicate with and shift people [to
become a] Hyatt fan or follower.
Market expansion services group,
DKSHs Club Gourmet is diferent to other
loyalty programmes, says Sharon Lee, vice-
president Asia, As our target channel is
just key decision-makers from food services
and hotel supplies. Notwithstanding this,
the group is concentrating its eforts on
expanding the programme in recognition
such schemes continue to play a pivotal role.
The programmes objective is to
strengthen business relationships with
current customers and to penetrate new
channels. Current services focus on price
and services, Lee says. However, we know
this is not sufcient with the market being
so very competitive, so we ofer value added
services as well such as customised training
in food quality and services.
Te aim is to help their clients improve
business efciency and to support them
in the retention of quality staff. Our
customers include Hyatt, Marriott and
Starwood groups, as well as a number of
Michelin starred restaurants, Lee points
out, adding that communication is key to
the success of the programme.
Our Club Gourmet is a web platform,
which has been recently updated to be more
informative for customers on purchase
history, product information and customised
product catalogues.
For DKSH its about information
dissemination rather than redemptions but
the essence is the same communication
using all available platforms.
Later this month, we will launch echo
plus demand on PC tablet to our sales
In an age where you can know
so much more about your
travel providers, and they about
you, through data marketing
and social networking, loyalty
programmes deliver two things:
points for benefts and travel
friction reduction
Simon Pritchard, Asia-Pacifc VP and
frequent traveller
teams in Hong Kong and Macau to enable
daily sales calls. Te content and format of
the tablet software allows instant collection
of customer feedback on services, product
ranges and trends during sales calls, and is
designed to improve efciency.
While DKSH does not employ social
media tools such as Facebook or Twitter,
they will consider it for 2012, as this is
one of the popular tools for youngsters to
communicate on the web, Lee points out.
Today, for a loyalty scheme to be
successful i t must go beyond one-
dimensional dialogue. Actual conversations
need to be facilitated.
Sharon Lee,vice-president Asia with market
expansion services groupDKSH
Loyaltyprogrammes have traditionallyprovedefective tools toencourage repeat business
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slowdown. But we came out of that strongly and since then
occupancy has been rock solid across the four and fve-star market.
Everyone is doing well because there hasnt been much inventory
coming on line static inventory and constant demand support a
stable occupancy environment. Allardice says the territory possesses
an impressive list of benefts that attract visitors across the leisure,
business and MICE markets. Were very lucky in Hong Kong, as I
often tell my team, he says. Its world class. Everything you need
is here: a stable economy and political landscape, great transport
links, wonderful shopping and fabulous food its incomparable.

Number one for service
He adds that in terms of service, Hong Kong is second-to-none. And
the service industry not just in hospitality but in every market
responds well to its customers and works closely with them. Another
compelling argument for choosing Hong Kong, he points out, is
that with the Hong Kong dollar pegged to a weak US dollar, there
is even more value to be had.
While these factors alone mean everyone has Hong Kong on
their list, the fact the territory serves as a conduit into China is the
clincher, Allardice maintains.
Te China connection is hugely important. Everyone wants
to do business with China, and China wants to do business with
the rest of the world. Hong Kong is strategically very important.
Tis is evident in Conrads own ambitious expansion plans.
Te group is very focused on China, with nine more Conrad Hotels
slated to open there. Te Conrad Dalian is set to be the frst to open
full
While the global
fnancial crisis of 2008
hit the hospitality
industry hard, the
recovery has been
most tangible in Asia.
As one of the regions
most dynamic hubs,
Hong Kong continues
to lead the way, writes
Daniel Creffeld
Hyatt RegencySha Tin,HongKong
Running on
Langham Place,HongKong
E
ven in Asia, which has for the main part has remained
stubbornly immune to the Wests economic meltdown,
Hong Kong is a success story.
For the year to July 2011, Southeast Asia saw arrivals
rise steadily by 8.4% overall with Singapore, Tailand and
Malaysia achieving double-digit growth at 16.3%, 15.4% and
12.8% respectively and visitor arrivals to Hong Kong rose
by 22.4% reaching 3,839,388 in July a new record for a single
month. In the frst seven months of 2011, visitor arrivals reached
23,170,569, an increase of 15.9% compared to the same period
last year.
Te arrival growth in July was driven primarily by the short-haul
markets, especially Mainland China, South Korea and Southeast
Asia. Travel sentiments in these markets were encouraged not just
by sustainable economic growth in the region, but also heightened
by the tactical promotions launched by the travel trade, which has
been working closely with the HKTB to drive visits to Hong Kong
during the peak summer travel season.
Te knock-on efect is that Hong Kongs four and fve-star
hotels are running some of the highest occupancies and room
rates for several years. Rates for 2011 are currently averaging 92%,
4% over 2010 levels.
General manager of the Conrad Hong Kong, Keith Allardice,
believes that while Hong Kong has had some relatively flat
occupancy results over the past few years, with the exception of
SARs and the global fnancial crisis taking their toll, the situation
now looks far rosier.
He suggests, 2009 was pretty bad because of the economic
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over the next few months and properties in Macau and Beijing
coming on line next year.
Looking ahead, Allardice believes that as long as Hong Kong
stays consistent in terms of the high level of customer experience
for which it is rightly celebrated, he sees no end to the current high
levels of occupancy.
InterContinental Hong Kongs managing director, Jean-Jacques
Reibel agrees that generally business for Hong Kong hotels as a
whole has been good this year and says that the hotel is doing very
well, as are our colleagues across the four-fve star hotel market.
MICE is nice
Reibel also notes that the boom is still being led by corporate travel,
although MICE business to Hong Kong is slightly up. China has
contributed to the increase of business to Hong Kong this is
coming from all market segments: corporate, leisure and MICE.
And what does he put the reason for Hong Kong hotels success
down to?
Hong Kong has always been known for having many of the
worlds top hotels ... with exemplary service standards and quality
facilities and F&B oferings. Hong Kong continues to be the city
of choice for great shopping, with probably more luxury brands
than any other Asian city.
Reibel believes that as a destination, Hong Kong is an exciting
and appealing destination for meeting and incentive groups, as
it ofers a dynamic mix of East and West with authentic Chinese
culture and heritage existing within a thriving cosmopolitan city.
It provides meeting delegates with state-of-the-art facilities,
a superb infrastructure with one of the worlds greatest airports
and easy, inexpensive and reliable transportation systems as well as
efciency and safety, Hong Kong is one of the safest cities in the
world. And I think [we] have benefted from Hong Kongs [position]
as the gateway city to China and the increased infux of travellers
from Mainland China to our city over the past few years.
Looking ahead
Reibel says that for InterContinental Hong Kong, the US is still
the biggest market, that Japan is quickly recovering, and due to the
strong presence of IHG in China, the PRC is its fastest-growing
market. Over the past few years, we have seen a substantial
increase in guests from the PRC and foresee that this will continue.
Tis region is a key market for us. In fact, IHG is Chinas largest
international hotel company with a current portfolio of 154 opened
hotels and 142 in the pipeline.
InterContinental Hong Kong will continue to be a brand-
defning property for IHG in Greater China. We are very focused
on employee training and development, to help our employees
reach their career goals and to help IHG develop the hotel leaders
for tomorrow.
American Chamber of Commerce (AmCham) chairman,
Robert Chipman, emphasises Hong Kongs unrivalled ability to
adjust and reinvent itself to adapt to new circumstances, especially
during the recent global economic downturn. However, Chipman
warns the SAR cannot aford to rest on its laurels advising it to
continue focusing on maintaining core industries while developing
new competencies. What is important in addressing the current
challenges, Chipman said, is how well Hong Kong can focus on
issues ranging from responding to the competitive challenges from
other cities in the region, in particular Shanghai and Singapore,
seizing the opportunities from increased integration with the Pearl
River Delta, dealing with the rising costs of doing business in Hong
Kong, to tackling air pollution and other environmental matters.
Overall, Chipman highlighted the optimism held by the US business
community for the continued growth of Hong Kong. However, that
growth does not come without challenges, he noted challenges
that need clear leadership and bold actions.
Te US is Hong Kongs second largest trading partner after
Mainland China, and before Japan.
The Peninsula HongKong
InterContinentalHongKong
InterContinentalHongKongmanaging
director,Jean-Jacques Reibel
Everyone is doing well
because there hasnt been
much inventory coming
on line... static inventory
and constant demand
support a stable occupancy
environment Keith Allardice,
Conrad Hong Kong
Keith Allardice,ConradHongKong
Hong Kong Tourism Board
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Springer Miller is another company that ofers hotels the
opportunity to streamline operations via systems such as Host
and Enterprise, and its new PMS, Atrio, a cloud-based guest
management system, has just debuted. Marketing manager Amanda
Wisell says, Atrio reduces the total cost of ownership (TCO) by
minimising on-property technology and introducing an innovative
user experience that substantially reduces training time and increases
staf efciency and productivity.
Te system echoes peoples everyday experience using Google,
gaming consoles or the latest smartphone app.
Direct access
Howard Tse, Asia-Pacifc regional director of business development
for Enterprise Systems at Micros, a company specialising in
developing software to automate both room and F&B operations,
says with over 19,000 installations globally, Opera an integrated
suite of products that can be deployed from a single property to a
global multi-branded hotel chain environment is the worlds most
popular property management solution.
Tse reveals that the company is poised to launch webHotel the
frst e-commerce product and services platform to leverage Opera-
based hotel and customer data which features a user-friendly
website design and management solution that serves customised
smart content to users based on their web origin, previous web
history and preferences.
WebHotel addresses every phase of the buying funnel, from
initial travel research through booking and even post-stay emails,
he says, adding that providing solutions which enable guests to
interact directly with hotel systems via Web 2.0, DHTML, AJAX,
and ADF are the wave of the future and will become key to the
future of property and central reservation systems success.
With this in mind, over the coming years Micros plans to
gradually transition from Opera 5 to the more sophisticated Opera
9 featuring a user interface that will enable near zero training
Property Management Systems are
evolving to bring operations together
and boost bottom lines. Helen Dalley
looks at advancements in the PMS
software market
cloud-like
future
U
sed to manage guest bookings, online reservations,
point-of-sale (POS) and other vital hotel operations,
property management systems (PMS) continue to
improve the way hotel departments talk to one another
and are also putting greater autonomy into customers hands by
enabling them to manage their stay via smartphones and tablet
computers. But how exactly do they help hotels save money?
Tina Stehle, senior vice-president and operating ofcer of
Agilysys which counts the 3,000-key Venetian Macao and the
2,500-key Marina Bay Sands in Singapore among its clients says,
First, through product integration, PMS, POS and inventory and
procurement, we help customers eliminate many manual processes,
which, in turn, increases operational efciencies.
For example, spa, sales and catering and golf management
functionality is integrated into the Agilysys Visual One. Tis
not only enables hotels to eliminate time-consuming manual
processes, but also allows them to manage the guest experience
more efectively.
Moving forward, the company will introduce the Agilysys Guest
360 Property Management System within the next 12 months to the
Asia market, a platform-independent PMS that enables customers
to decide whether to run the system as a property-based PMS or
a cloud-based solution. Built on service-oriented architecture, the
Guest 360 solution provides users with a degree of freedom as to
how they want to deploy it and refects the emerging trends for
cloud-based and self-service solutions, adds Stehle.
A
As a cloud-basedsystem,Springer Millers newPMS,Atrio,reduces the totalcost ofownership
Tina Stehle ofAgilysys says product integration helps customers
eliminate manualprocesses,which increases operationalefciency
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with workfow focused around employee roles and the particular
business transaction.
In the hotel of tomorrow, guests will be able to access systems
directly and perform self-service tasks on their smart devices or
laptop both in the hotel room or at home, says Tse.
Operas product oferings are in the process of being extended
with development tools and applications that hotels and chains
can use to provide direct online and social customer relationship
management services to their guests. Tese services will go far
beyond booking the reservation or checking into the hotel room
on-line, he adds.
Delivering personalised service
Jrme Destors, director of Hotel IT at Amadeus, says its recently
launched Amadeus Hotel Platform combines property management,
central reservations and distribution systems. He believes this
gives hotel managers access to a single image of inventory, rates,
reservations and guest profles, and the cost savings are notable.
Tis technology simplifes the tech requirements at a property
by reducing the cost of systems to be installed at a hotel, says
Destors. Since data is centrally stored, there is no need to install
PMS servers locally. We operate our solutions on a centralised model
that is transaction-based, which means that hoteliers are charged for
the PMS usage in relation to their business. Tis is diferent from
a licence-based model. So, for example, if there is an unexpected
drop in business, the hotel will be charged less.
Destors says that guests in Asia expect to receive a very high level
of personalised service, and PMS is a key instrument to deliver this.
What we believe to be of utmost importance is to prepare
for the other aspect of Asian development the need for other
countries to adapt and evolve their brand value to welcome and
satisfy Asian travellers.
Asked how he expects PMS to change in the next few years,
Destors echoes Micros Tses thoughts. We are seeing a very
strong move toward centralisation, cloud-based applications and
virtualisation, where the technology at the property will be much
lighter than it is today. Data centralisation is the future, and the
capabilities of the PMS will evolve with that.
He suggests that today, the PMS is a management system and
mini-reservation system with its own data, whereas it should be a
management system together with a sales channel.
As a sales channel, it should rely on centralised data for rates,
availability and guest profles. It will take reservations, which will
be centrally stored. Should it still be called a PMS? Probably not.
Within the Amadeus Hotel Platform, we call it a property desktop
because it encompasses property services as well as providing access
to central resources.
Destors adds that hospitality will evolve toward new
merchandising techniques, and that hotel products will not be
rooms any longer but la carte packages adapted to each traveller.
Te sales channels, direct or indirect, will be required to ofer
similar business logic in selling these new products and the PMS will
be a cornerstone of the evolution. Te sales experience will have to
be the same whether from a hotel web site, call centre or PMS. But
in the end, the PMS will guarantee that the full value of the product
is delivered to the consumer simply and efciently.
Te future PMS may simply be an application on our mobile
phones that will automate check-in when arriving within the
cellular proximity of the hotel, downloading hotel information and
providing extended reality at the same time.
Data centralisation
is the future, and
the capabilities of
the PMS will evolve
with that
Jrme Destors,
Amadeus
Jrme Destors says guests in Asia expect toreceive a veryhigh levelof
personalisedservice,andPMS is a keyinstrument todeliver this
t E c h n o l o g y
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G E R M A N Y
Solid
Melamine
Cruet Stands
W
hen Hotel Icon ofcially
opened on September 21,
the ceremony was attended
by some of Hong Kongs
brightest talents. Architects Rocco Yim and
William Lim, respectively responsible for
the hotels architecture and interior design,
were in attendance along with fashion
designer Barney Cheng, who designed the
uniforms. Te special occasion not only
celebrated the launch of Hong Kongs latest
designer hotel, but was also a highly visible
investment in the future of hospitality. Tat
is because Hotel Icon is not just a hotel it
is also a school.
Not too l ong ago, Asia-Pacifics
hospitality students had to go abroad to
learn their trade. During the golden age of
travel in the 19th century, the best hotel
schools were naturally all in Europe. As
Americans started dominating a larger
percentage of the travel and tourism business
in the 20th century, hospitality schools in
the US began to attract top talent. With Asia
taking the stage for its unique combination
of groundbreaking design and unparalleled
service this century, it is no wonder that
there is an increasing demand for excellent
training and institutions that will foster
innovations in the high-touch industry.
Asian style
Dedicated to teaching hospitality in a
distinctly Asian way, the Hong Kong
Polytechnic Universitys (PolyU) School of
Hotel and Tourism Management (SHTM)
is charting new ground with its integrated
Hotel Icon, SHTM facilities and staff
residential quarters University House.
SHTM was ranked second in the world
in terms of research and scholarship, based on
a study published in the Journal of Hospitality
and Tourism Research. It ofers programmes
ranging from higher diplomas to Ph.D.,
and educates more than 2,000 students
annually in the areas of hotel operations,
event management, business administration
and service quality management. Hotel Icon
provides a perfect partner, with four distinct
internship programmes that exposes students
to diferent modules ranging from part-time
or full-time for up to one year.
William Lim, founder and managing
director of Hong Kong-based CL3, oversaw
the interior design for the majority of the
hotels spaces. Although it was Lims frst
school project, he previously designed a
number of hotels including Marina Bay
Sands in Singapore and East, a Swire hotel
in Hong Kong.
I always stay at the hotel run by Cornell,
says the Ivy-league college alumnus. It is
operated by students and though they may
make mistakes, they are friendlier. It is a
fantastic conceptand I would personally
want to stay in hotels run by schools. So
in the back of my mind, I knew that Hotel
Icon had to inspire students. It was not just
another conventional hotel.
Flexible approach
Classrooms, flexible lecture rooms that
can double as function rooms and special
facilities are all underneath or adjacent to
the hotel. Bistro 1979, for example, is a
student-run restaurant that ofers real-world
Hotel Icon is the
regions frst luxury
designer hotel
combined with a
hospitality school that
lets students learn the
fner points of Asian
service frst-hand,
writes Rebecca Lo
Top
of the
class
HotelIcon reception with verticalgarden createdbyPatrick Blanc
d E s i g n
situations for food and beverage students.
With its mirrored ceiling and view into the
open kitchen, students working have clear
sightlines to make service more efcient
during the busy lunch and dinner hours.
The Vinoteca Lab, an intimate seminar
room, is a response to the citys reputation
as a regional wine hub.
It can accommodate 30 students
studyi ng the f i ner poi nts of wi ne
appreciation and was designed with covered
troughs built directly into long tables for
tastings and group discussions. In addition,
three prototype guestrooms, each focusing
on design, innovation and well-being,
allow students in-depth research into the
practical applications of advancements in
hotel management.
All of the teaching areas were designed
to support the hotels facilities, says Lim.
Hotel guests can have conferences in the
large lecture rooms. Tough the schools
design is upgraded from typical institutional
design, it still has a young and academic
feel to it.
Local favour
CL3 f ound pl e nt y of r oom f or
experimentation one of the key reasons
they took on the project. I wanted people
to wake up and realise that they were in
Hong Kong, Lim says.
Te hotel has an amazing view and I
wanted to bring in a very local favour. It
is practical, warm and casual, and we used
simple materials such as plywood while
carrying the external architectural fnishes
inside. It is fun and playful.
The fixed architectural shell meant
that the 262-room hotels programme had
very little give, but Lim insisted upon a
few changes. The rooms originally only
allowed for a three-piece bathroom, but
CL3 was able to manipulate spaces to
allow for a separate shower and deeper tub.
Te frm introduced curved walls, local art
and designer furniture both sourced and
customised to ft specifc spaces.
In addition, it created a fexible ballroom
that can be divided into fve smaller spaces.
Dubbed the Silver Box, it was based on the
black box theatre concept, where events
ranging from product launches to fashion
shows can be accommodated alongside
traditional weddings and banquets.
The Conran & Partners-designed
signature restaurant Above and Beyond,
located on the 28th floor of the hotel,
commands panoramic views of the city and
includes three private dining rooms each
decked out in a theme colour.
Meanwhile, Te Market is a pan-Asian
restaurant that includes stations such as
a bakery clad in Conrans signature white
marble for a sophisticated twist on the casual
open plan atmosphere.
Sustainability was one of the key
elements that had to be incorporated
into the design. Nowhere is this more
evident than in an 18-metre vertical garden
sweeping through the reception and Green,
the lobby lounge. Conceived by French
botanist Patrick Blanc, it is one of the largest
green walls of its kind in Asia and features
thousands of specimens of foliage and fauna.
To foster a sense of pride, the school
asked its alumni to contribute to various
aspects of the hotel. PolyU fashion grad
uate, Vivienne Tam designed a suite, while
PolyU design graduate, Freeman Lau
oversaw an extensive Asian art programme
that showcased the work of Cheung Yee,
Hung Keung and Kan Tai-Keung among
many others.
I am most proud of the fact that the
hotel uses student works, Lim says. Hotel
Icon is a melting pot of design. It is nice to
see so many people involved, and I think in
the end, it enriches the hotel.
P
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HotelIcon is the regions frst designer hotelcombinedwith a hospitalityschool
The Vinoteca
Labis an
intimate
andfexible
seminar room Outdoor swimmingpoolon levelnine
Signature restaurant Above andBeyond,on the 28th foor,ofers views ofthe city
Students at HongKongPolytechnic
Universitys SchoolofHotelandTourism
Management have unparalleledopportunities
for hands-on experience at HotelIcon
d E s i g n
d E s i g n
W
hile Asians tend not to traditionally eat large pieces
of meat, such as steaks, in the way popular in the
West, meat nevertheless plays an indispensible role
in much of the cuisine of the region. Typically this
has been in the form of smaller cuts, such as ribs, and diced and sliced
pieces, often added for favour rather than as the main dish in itself.
A good example of this can be found in the story of a vegetarian
couple who visited Hong Kong recently. Keen to sample the local
fare, they ordered several dishes at a Chinese restaurant, explaining
their vegetarian requirements to the waiter.
When the food arrived, they saw immediately that there were
small pieces of meat in almost all of it. Tey raised their concerns
to the waiter, to be told, yes, but its mostly vegetarian.
More meat
Te growing popularity of Western-style dishes such as steak and
a demand for greater quantities of protein, combined with higher
earnings throughout the region, has seen meat sales skyrocket in
recent years across Asia.
Joel Haggard, senior vice president, Asia-Pacifc region, at the
US Meat Export Federation, says the US sells a range of high quality
beef, pork and lamb cuts throughout the region, including Japan,
Korea, Taiwan, China (pork only, because of restrictions on beef ),
Hong Kong, Singapore, Philippines, Indonesia, Vietnam, Malaysia
and Tailand, plus in a few other smaller markets such as Cambodia.
Haggard says he is seeing high receptivity for a range of US
meat products at many of the regions high-end steakhouses. In
terms of meat itself, there is consumer afnity for new beef and
pork items. Wagyu is still popular, but also US Department of
Agriculture (USDA) prime grade dry-aged steaks, certifed Angus
beef cuts, and Kurobuta black pork cuts. High-end, corn-fed
Colorado lamb is also proving popular at some in some of Asias
most exclusive eateries.
He adds, however, that countries in Asia do vary markedly in
their consumption of meat. In Japan, a lot of beef is used in shabu-
shabu and yakiniku. Also, at the lower end, beef bowl is popular.
Te US ships huge volumes of chilled pork tenderloins and butts
to Japans supermarkets for home consumption in common dishes
such as ginger pork. In Korea, ribs (kalbi) is popular, along with
yakiniku cuts such as beef chuck roll and pork skirts. Steak is also
growing in popularity, especially on-the-bone dry aged cuts.
In China, there is growing awareness of US natural pork and
also high-end sausages such as those sold by Johnsonville. In Hong
Kong, a full range of US beef and pork cuts are sold, from high-end
premium USDA prime grade steaks to items like pork butts and
loins used in local dishes.
Higher earnings and evolving
lifestyles in Asia are seeing
patterns and quantities of meat
consumption changing, reports
Daniel Creffeld
Primal Instincts
Te US is the second-leading supplier of beef to Hong Kong
after Brazil. Between January and August this year, HK$149 million
(US$19.1 million) of beef was sold, double that of a year ago. It is
also one of the top fve leading suppliers of pork.
Demand growing unabated
Australian meat is also popular in the region. Aaron Iori, regional
manager Southeast Asia/Greater China with Meat and Livestock
Australia, says demand appears to be growing unabated, and
that with Asian consumer foodservice expenditure increasing rapidly,
particularly for business functions, there are opportunities for
growing demand for high quality products.
Tis is a key to providing growth for Australian beef and lamb
into this important region, he says. Food and beverage revenue
contributes up to 60% of hotel proft, and banqueting is the largest
channel of revenue and volume in Asia.
Independent Chinese restaurants and Chinese restaurants in
fve-star hotels are constantly looking for new ideas and products to
attract patrons. Tis segment of the market is untapped, and beef
is currently not on their menu in large volumes.
Iori explains that the reason for low beef consumption is due
to afordability, its high price relative to chicken, pork and seafood,
and cultural and religious barriers. Per capita beef consumption
in Southeast Asia and Greater China ranges, for example, between
2.3kg in Indonesia and 6.3kg in Singapore. Tis compares to 6-8kg
per person in developed countries.
Lilian Ip of Canada Beef Inc, says that the frm is primarily
(Meat and Livestock Australia)
Prime Irish beefis growingin popularityin Asia
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supplying Hong Kong and Macau with primal cuts, including rib
cuts, tenderloin and ribeye.
Ip says that fgures for 2010 show that beef represents around
21% of all meat sold in Hong Kong (although some of this is possibly
going to China, in contravention of legal restrictions). Meanwhile
pork represents 26%, poultry 43% and fsh & seafood 10%.
Compared to 2009, total meat consumption has increased by
14%, she says.
However, she adds the market in the region for chilled (fresh)
beef is relatively small.
In Hong Kong, year-to-date up to August, for example, 30%
of the meat market is in the form of frozen product, frozen, 69%
is ofal and just 1% is chilled, she says.
Our market comprises three sectors: fve-star hotels, who
look for prime grade chilled beef and are our premium customers;
restaurant and food chains, who take Angus and some frozen
product; and the retail market, such as higher-end supermarket
chains, who tend to buy in bulk and repackage. Teir customers
tend to prefer the primal or best cuts.
One of the problems, she suggests, is a lack of supply. Teres a
shortage problem, thats why the price keeps growing. Hong Kong
customers are very brand conscious. Tey now look to see where
the product is from, even which farm! Tere is a strong preference
for Angus beef, which is a guarantee of quality and is graded at top
grade internationally. Tere is a popular misconception that only
the US has Angus, but is but can come from many countries. We
are 50% Angus, for example.
Filling the gap
One man who has identifed the demand is Ian Carroll, founder
of Dagda Ltd, which retails and wholesales premium Irish beef in
Hong Kong. Prime Irish beef is a well-kept secret in most of Asia.
Ireland exports about 500,000 tonnes of beef a year, but most of it
goes to the UK and Europe, where there is constant high demand
for quality Irish beef.
On quality, taste and price, Irish beef competes very well with
the prime cuts of Australian and US beef found in Hong Kong.
Our Irish beef comes from grass-fed Hereford cows on the farm in
Tipperary, and is certifed by the Irish food board.
Ireland is a major beef exporter. In 2010, the country shipped
504,000 tonnes of beef, worth approximately 1.51 billion (US$2
billion), according to a recent Irish Food Board report.
While Irish beef products, including ofal, have been available
for some time in Hong Kong and Asia, prime Irish beef has not
been widely available until now, says Carroll. Also, many consumers
in Hong Kong are simply not aware of quality alternatives to US
and Australian beef.
Carroll says the market for Irish beef in Hong Kong is substantial
and growing. As well as Irish nationals living here, who miss having
access to the quality of meat they would get at home, I think
Hong Kong people and other nationalities here will appreciate the
excellence of premium Irish beef. Ireland produces a very natural
product by comparison to more factory-intensive supply in other
countries, so its a healthier meat, and thats something people are
becoming more aware of, and [increasingly] demanding.
Dagda can also supply meat on the bone, says Carroll.
Tanks to the disease-free standards that Ireland has in force,
which are recognised by the Hong Kong Centre for Food Safety,
we can import meat on the bone, which preserves freshness. Tat
is not possible from most major beef exporting countries, including
the US and the UK.
And he believes that demand for quality meat is growing in Asia.
In Hong Kong, it may be due to the Western infuence. Steak
houses are becoming noticeably more popular here in recent years.
In China, beef consumption has been traditionally quite low, but it
is now steadily increasing, perhaps because people have more money
and more exposure to new products.
Tis is certainly the case at Hong Kongs Berliner German
restaurant, where restaurant manager Roland Flachsbarth says that
German food is catching on in a big way in the region.
Its very popular with the Chinese market here they love it,
says Flachsbarth, a native of Bavaria. Guys love the meat, its easy
to share which fts well with local eating culture and the quality
is good. Its a winning formula.
Flachsbarth says the restaurants most popular meat dishes are
schnitzel, pork knuckle and sausage platters. Berliner averages more
than 2,000 pork knuckles and sausage platters every month.
We describe our food as fun dining rather than fne dining
he adds. But we are aware this style is quite heavy, so its a once-
in-a-while experience for most people.
Theres a shortage problem, thats
why the price keeps growing. Hong
Kong customers are very brand
conscious. They now look to see
where the product is from, even
which farm!
Lilian Ip, Canada Beef Inc
Asian style beef
HongKongBerliner German restaurant manager RolandFlachsbarth
Pork butt (US Meat Export Federation)
Short rib(US Meat Export Federation)
F o o d
F o o d

d r i n k
d r i n k
O
ptimistic forecasts for sales of spirits in Asia, based
on fgures compiled before the onset of the present
crisis in the Eurozone, may now need to be revised.
If the way the market reacted to the problems
of 2008 is anything to go by, growth will probably slow, at the
very least.
Nevertheless it is clear that Asia as a whole and China in
particular will drive the global markets future growth.
It is also clear that notwithstanding a strong performance from
cognac almost 60 million bottles from a total production of 153
million were exported to Asia in 2010, representing a year-on-year
increase in volume of 34.3% it is whisky which is now driving
growth in international sales of brown spirits.
According to the results of the latest annual study commissioned
by Vinexpo from the International Wine and Spirit Research
(IWSR) organisation, world spirits consumption increased by
7.61% between 2005 and 2009.
Asian markets accounted for 44.6% of total world consumption
in 2009. After growth between 2005 and 2009 of 20.22%, spirits
consumption marginally decreased in Asia in 2010, although only
by 0.8%. Te Vinexpo study, published in March 2011, forecast
that consumption in Asia would return to growth of 4.76%
between 2010 and 2014.
Whether or not that fgure is achieved, a growing proportion
of spirit sales will almost certainly be accounted for by whisky,
and particularly by Scotch whisky.
Make it a double
Global exports of Scotch whisky continue to increase. As well
as demand from more traditional markets, such as the US and
France, its also a result of increased exports to emerging economies,
including Asia, says Rosemary Gallagher, communications manager
at the Scotch Whisky Association.
In the frst six months of this year, exports to Asia increased
by 33% to US$664 million. Taiwan, for example, is now a top
fve market for Scotch whisky, with shipments growing to US$110
million in the frst half of this year from US$75 million in the
same period in 2010. Recent breakthroughs in trade will help
further, including a free trade agreement with South Korea which
came into force in July. Young, afuent consumers in emerging
markets such as Asia see Scotch whisky as an aspirational drink.
Scotch whisky exports to Singapore have also grown
dramatically over the same period to US$233 million, which
represents an increase of 64%.
By value Taiwan is now number fve in the Scotch whisky
exports market league table, and Singapore number three.
Numbers one and two are the US and France, which grew
by a healthy but more modest 14% and 13% respectively. Spain
at number four shrank by 16%, refecting economic hard times.
Scotch sales in Vietnam though increased by 24.1% year
on year in 2010, to reach around 310,000 cases. Tey are also
increasingly strong in Malaysia, where in 2010 Scotch worth
around US$20 million was bought, and Hong Kong where the
fgure was around US$22.8 million.
With exports to Asia increasing by 33% in the
frst six months of 2011, its whisky which is
driving growth in international sales of brown
spirits, reports Robin Lynam
In good
sPIrITs
AstillhouseatTheMacallan

d r i n k
or even cooking, so its defnitely not one dimensional, she adds.
Te Angels Share ofers Te Macallan, not only by the bottle
but also direct from its own 180 litre 20-year-old cask. It also has
a list of 13 Scotch blends, and 83 single malts.
Dawes interest is not confned to Scotch whisky, however, and
she points out that her whisky afcionado clientele is also interested
in whiskey when its not Scotch the word usually takes an
extra e - from Ireland, North America (bourbon Tennessee and
Canadian whiskey), and even from France.
She also stocks 13 whiskies from Japan, which she says are
popular with customers.
One of my favourites is Hakushu 12-year single malt, its a
very foral whisky showing jasmine and chamomile the perfect
whisky to start the evening with, she enthuses.
In this years World Whiskies Awards, the Worlds Best Single
Malt Whisky was determined to be Yamazaki 1984; Worlds Best
Blended Whisky was judged to be Hibiki 21 Years Old; and the
Worlds Best Blended Malt Whisky winner was Taketsuru Pure
Malt 21 Years Old all Japanese.
Te dominant names in bourbon in most Asian bars are Jack
Daniels and Jim Beam, but premium US whiskies such as Makers
Mark and Elijah Craig are popular with mixologists, and sales of
rarer bottles to cocktail bars are brisk.
Attraction in variety
Perhaps one reason whisky sales have proven resilient in recent
economically turbulent times is that the category is varied, and is
becoming ever more so even within individual brands.
Te travel retail market always seeks exclusive oferings, and
this has undoubtedly been a driver of the diferent expressions
available in the market, says David Cox.
In the case of Te Macallan [with the 1824 Collection], we
also wanted to ofer consumers a style of our single malt that
has a fresh fruit, more overt vanilla/coconut, character, but with
the trademark Macallan sherry cask DNA, that lends itself well
to early evening moments, lighter tastes and lighter dishes such
as seafood.
Another strong malt market is Japan, where in 2010 single
malt sales were around US$33.7 million, compared to blends
which were worth approximately US$53.7 million. In China the
corresponding fgures for the same period are around US$5.8
million for malt and about US$80 million for blends.
Te dominant deluxe blended whiskies in Asia are Diageos
Johnnie Walker and Pernod Ricards Chivas Regal, with
increasingly strong competition from the Edrington Groups
Famous Grouse.
Te brands are seriously competitive, as increasingly, are the
major malts, but by far the biggest name in single malt Scotch in
Asia remains Te Macallan, owned by Te Edrington Group which
also has the Orkney malt Highland Park, and the blends Cutty
Sark and Te Famous Grouse, in its brand portfolio.
Te Macallan is the number one single malt in both volume
and value in Japan, South Korea, China, Taiwan, Hong Kong,
Singapore, Malaysia and Vietnam, says Te Macallans director
of fne and rare whiskies, David Cox.
It does not lack for spirited competitors, however. Tese
include the two biggest selling single malts in the world, William
Grant and Sons Glenfddich, and Te Glenlivet, owned by Pernod
Ricard through Chivas Brothers.
Another formidable contender is Glenmorangie, owned by
LVMH, which has established a niche as an innovator thanks to
its range of special cask-fnished malts, and to the parent luxury
goods companys well-proven marketing fair.
Seeking out the unusual
Much of the pleasure for single malt connoisseurs, however, is
seeking out lesser-known names, and a huge range of spirits is now
available, particularly in specialist whisky bars now opening up
around the region, such as Te Angels Share in Hong Kong.
Basically I opened Te Angels Share for the love of whisky
and also because I wanted to create a place dedicated to whisky
that would increase awareness in Hong Kong, explains founder
Charlene Dawes. Like wine, whisky has a lot of history with
stories to tell. It is a complex drink but also can be used in a cocktail
Over the same period India bought around US$61 million
worth of Scotch as well as drinking huge amounts of whisky
distilled or bottled in the country.
Taiwan is a particularly interesting whisky market, not just
because it is growing rapidly, but because uniquely in Asia,
where luxury blended whiskies have traditionally dominated sales
in F&B outlets and in both retail and travel retail single malts
outsell blends.
In Taiwan in 2010, single malt Scotch sales were worth
around US$108 million by comparison with blends worth close
to US$61 million.
TheMacallansfamilyofsinglemalts
dedicatedtotheglobaltravelretail
sector,whichisthethird-largestmarket
fortheSpeysidebrand
ChivasBrothers
blender,ColinScott
Ahugerangeofsinglemaltsareavailablefromspecialistwhiskybarsnow
openinguparoundtheregion,suchasTheAngelsShareinHongKong
The new patented technology for the control and profling
of the brewing temperature
Qualifed by World Cofee Events WCE 2011
www.ranciliogroup.com
T H E T A S T E R E V O L U T I O N
d r i n k
In contrast, the traditional character of The Macallan,
embodied in sherry oak, retains the rich, full bodied dried fruit,
spicy character which has been the hallmark of the Macallan for
many decades.
Single malt Scotch lovers can now choose from an ever-
growing range of cask fnishes a Glenmorangie speciality, but now
increasingly widespread throughout the industry age statements
from 10 years to 50 or more and of course have a choice of
regions: Highland, Lowland, Islands, Speyside and Campbeltown.
Blends continue to dominate in most markets and in Asia
Chivas Regal, its super-deluxe expression Royal Salute and Johnnie
Walkers Black Label and Blue Label compete vigorously.
Tis year has seen Chivas Brothers legendary blender Colin
Scott visiting Asian markets, conducting master class tastings of
the whiskies paired with Valrhona Chocolates. Part of the agenda
has been to remind Chivas drinkers now taking an interest in single
malts that they are not per se better than blends just diferent.
In Taiwan a VIP Johnnie Walker lounge has opened at Terminal
Two of Taoyuan International Airport ofering tastings of the
Johnnie Walker range to travellers waiting to board their planes.
Tere may well be tough times ahead, and the implications
for the spirits market are not yet clear, but in Asia whisky looks
well set to weather them.
Te Scotch whisky industry certainly seems confdent. Diageo
has opened the frst new distillery in Scotland to be built in 30
years at Roseisle in Speyside, with an investment of more than
US$64 million, in anticipation of a steady increase in demand. It
will produce around 10 million litres per year.
It may be deferred, but it could still be that the biggest boom
in the history of the spirit is on the way, and in the Scotch and
wider whisky industry, all eyes are on Asia.
Atouchofglass
A truly great spirit deserves an equally noble
vessel. Very old super-premium cognacs have
for some years been sold in crystal decanters,
and the trend is catching on for Scotch single
malt whisky.
In September Glenmorangie introduced
Pride 1981, a 28-year-old whisky, available in
a limited edition of 1,000 Baccarat decanters.
The opportuni ty to age thi s superb
18-year-old for 10 years in Chteau dYquem
casks was too exciting to pass up. The
resulting liquid, one of our most mature to
date, is characterised by rich flavours of
sumptuous desserts, and undertones of oak
tannins, resulting from the extra-maturation
process, comments Dr Bill Lumsden, head of
Glenmorangies whisky creation team.
The decanters are priced at US$3,600 each.
This month sees the Asian launch of The Macallan in Lalique
Curiously Small Stills Decanter the fourth in a series celebrating
the Six Pillars of The Macallans quality and reputation.
A limited edition of just 400 individually numbered Lalique
decanters, inspired by elements of the special stills at the
Macallan distillery, has been flled with 60-year-old Macallan from
fve sherry butts, made from a mix of Spanish
and American oak, flled on November 9 and
10, 1950.
Our rel ati onshi p wi th Lal i que goes
from strength-to-strength, and this fourth
collaboration further reinforces our very strong
partnership, says The Macallans David Cox.
The Six Pillars, those elements which
combine to give this great single malt its
distinctive quality and character, continue
to provide the inspiration for these stunning
decanters. The addition of the Curiously Small
Stills decanter continues this fascinating journey
through the heart of The Macallan. Some 50%
of the Lalique decanters will be allocated to the
Asia-Pacifc region, refecting the extraordinary
growth of The Macallan in this part of the world
over the last 10 years, he adds.
A complex powerful spirit, of a cherry hue, with, as Cox puts
it, aromas of cinnamon, toasted apple and lemon, intertwined
with blackcurrant leaf and polished oak all encompassed by
peat, the taste is mouth coating, sweet, citrus dark chocolate
and smouldering peat with a long succulent fnish.
The Curiously Small Stills Macallan in Lalique Decanter is
now available in Asia priced at around US$20,000.
TheMacallansDavidCox
ChivasRegalwhiskies
pairedwithchocolate
E q u i p M E n t
AHCT november 2011 44
EVOLUTION PLUS
FOAM MASTER
The Evolution Plus Foam Master with Flavour Station is the key
to a limitless selection of coee specialities: with frothed milk
in a selection of consistencies, coee and chocolate specialities
and up to six dierent syrup avours, innumerable trendy
coee beverages are available at the simple push of a button.
A professional coee machine for higest standards of
taste and performance!
www.franke.com
ENHANCE YOUR
CAPABILITIES
ASIA_Hotel_u_Catering_102.5x297_def.indd 2 10.10.11 09:46
A
good or better still, delicious cup of cofee or tea
can help brighten any hotel or restaurant experience,
and even if guests choose not to dine at a hotel,
they will undoubtedly sample a cofee or tea over
breakfast or in the room, which gives hoteliers an easy way to
create the right frst impression.
Chinese consumers in particular have an increasing thirst
for cofee, with consumption growing at the staggering rate
of 30% annually in contrast to 2% worldwide, according to a
2009 survey by Qingdao-based cofee store SPR Cofee, which
opens 100 stores annually in the Middle Kingdom.
While selecting the right cofee and tea blends is crucial to
any outlet from the smallest tea house to the most capacious of
hotels, equipment is also key, whether its a sleek fully automatic
multi-cup cofee machine at a busy hotel breakfast service such
as the Gaggia D90 which can make up to 250 cups in one
stretch or a straightforward gadget designed to brew loose
tea leaves such as the Fine T Gourmet Tea Machine at a chic
boutique tea shop.
Tere are also machines that can handle both tea and cofee
making duties, such as Bunns ITCB Infusion Tea and Cofee
Brewer, which can store a variety of diferent recipes, or the
Mondo 2, a flter cofee maker that can also be used with giant
tea bags to make 24 cups of tea or cofee at a time.
Tea and coffee machines play an
important role in hospitality, delivering
hefty profts for F&B outlets as well as
delicious drinks. Helen Dalley looks at
some of the best machines on the market
BrewIng
up business
FreshGround
Bolero XL
Bolero Turbo
The t as t e of qual i t y wor l dwi de
www.bravilor.com
Bravilor Bonamat B.V.
P.O. Box 188
1700 AD Heerhugowaard
The Netherlands
T +31 (0)72 57 51 751
F +31 (0)72 57 51 758
E sales@bravilor.com
The best coffee
Freshly brewed coffee of superior quality.
Wonderful aroma, delicious and full avour.
The best lter coffee is brewed by Bravilor
Bonamat, a leading authority on lter coffee
systems for more than sixty years. Speed and
simplicity are the key factors in the design of
our system. Whether you need a few decanters
or high volumes for busy periods. Our extensive
product range always offers the right system
for every location and situation. Quality and
durability are paramount!
111701053_Bravilor_AdvFHA_210x146.indd 1 16-03-10 10:08:24
E q u i p M E n t
E q u i p M E n t
Te capsule revolution
One brand success story in the cofee market that cant be ignored
is Nespresso, whose sales have been growing at an average of 30%
per year over the past decade with more than 20 billion of its cofee
capsules sold since 2000. Its machines, which are made by Eugster/
Frismag and other kitchen manufacturers such as DeLonghi and
Krups, are located in fve-star hotels and Michelin-starred restaurants
the world over, including Mandarin Oriental and the Four Seasons.
In addition to its in-room machines, the brand has two ranges for
professionals: Te Tower, a modular system that integrates payment
and storage solutions into the machine, and Gemini, with a double
head extraction to deliver two cups simultaneously.
Mark Leenders, Nespresso regional director Asia and acting
Singapore country manager, says consumers are increasingly
appreciating, selecting and demanding quality cofees both at home
and at out-of-home venues.
With this trend in cofee consumption habits, restaurants and
hotels demand high standards from the cofee that they serve to
their clientele. Tis is compounded by the need for speed to table
and consistency in cofee quality and recipes especially during
peak service times and this understanding is fundamental to how
Nespresso Business Solutions was established.
Talking specifcally Asian attitudes towards cofee, Leenders says
that the growing afuence in Asia and the high propensity of Asians
to travel has given them a greater appreciation for gourmet cofee.
Many have experienced the Nespresso brand in Europe and are
highly supportive of our presence in Asia. Asian cofee connoisseurs
associate the Nespresso brand with quality cofee moments and
fnding Nespresso cofee available in esteemed establishments they
patronise provides much delight as well. We do know that Asians
have a preference for milk-based cofee, and thats why there are
milk solutions to our machines. For example, the Gemini CS 220
Pro has the ability to froth or steam milk in 20 seconds by simply
pressing a button.
Peter Muetsch, head of international sales for Franke Cofee
Systems, agrees with Leenders evaluation of Asia leaning towards
coffee. In Asia most of the coffee drinks are milk based
cappuccinos, lattes, and so on while drinking espresso cofee is
something of a status symbol in China and other Asian countries,
unlike Europe where it is simply a part of peoples daily routine.
As for what machines are currently popular, Muetsch believes
the main trend in espresso cofee machines is developing traditional
half-automatic cofee machines that have some characteristics of
the fully-automatic cofee machines such as auto steam, electronic
control of temperature, highly developed software and products that
are able to personalise guests drinks.
In Asia, its the Evolution line in all its confguration capabilities
thats proving a popular choice. Te range includes the Evolution
Plus, which delivers 32 diferent beverages, and the Evolution Plus
Foam Master, which again gives 32 diferent drink capabilities, from
a latte macchiato in a 4dl glass to milk foam in pots.
Cofees fve Ms
Paolo Fenu, commerical director at La San Marco, which supplies
espresso machines to customers worldwide, says making a good
espresso the traditional Italian way depends on the fve ms: the
The main
trend in espresso
coffee machines
is developing
traditional half-
automatic coffee
machines that are
able to personalise
guests drinks
Peter Muetsch, Franke
Coffee Systems
Melitta provides a wide range ofcofee makingmachines for the industry
La San Marcos 100Touch modelis the companys
most popular product on the Asian market
Creatingmachines that are easily
repairedis vital,says La San Marco
Consumers
are increasingly
appreciating, selecting
and demanding
quality coffees both at
home and at out-of-
home venues
Mark Leenders, Nespresso
E q u i p M E n t
E q u i p M E n t
WMF 1800 S
NEW
Self-Service for coffee lovers
WMF AG Coffee Machines International
Eberhardstrae, D-73312 Geislingen/Steige, Germany
Phone +49 7331 25 8482
Fax +49 7331 25 8792
Professional@wmf.de http://www.wmf.com
The WMF 1800 S user guide was developed specially for the
requirements of self-service operation. The keys arranged in a line
above the coffee spout, a special cup stop and the design of the
drip tray help the customer to select the desired product and place
the cup in position.
Attractive auxiliary units like milk coolers, cup racks and mug
dispensers, vending units like coin checkers, coin changers,
banknote or card readers and mobile coffee stations are available
for use with the machines. These upgrade the WMF 1800 S to a
fully equipped vending unit which can even be mobile if required.
coffee wakes up the world
miscela (cofee blend), macinino (grinder), macchina (machine),
mano (barista) and manutenzione (machine maintenance).
Its latest model, 100 Touch the only traditional cofee
machine to use touchscreen technology is currently its most
popular ofering on the Asian market and a new grinder, SN
Instant, will come on the market next year, which Fenu says will
grind the beans with greater precision and speed. Counting US
catering operator Aramark and Costa Cruises among their clients,
Fenu elaborates that creating machines that are easily repaired is
crucial to customers, who expect to see user-friendly machines
paired with the latest technology advancements.
Over the next 12 months, Fenu expects to see a strong
segmentation of the market between the highest and lowest
priced products with a corresponding decrease of mid-range
products in the cofee machine sector.
As for how hotels and restaurants can improve their cofee
and tea systems, Fenu says, Its about allowing for individuality
to cater to every single customer and also delivering on quality,
so that the guests perception of high-end cofee and tea is one
that is felt day in day out, whenever they are in touch with the
brand chosen.
Abriefhistoryofcofeemachines
in germany in 1818 dr Romershausen used steam to push the water through the
cofee a forerunner of the early steam espresso machines.
Meanwhile in england in the frst half of the 19th century, early machines either
pulled or pushed the water through the cofee in a variety of ways.
in france in 1819, laurens devised the frst percolator, in which hot water rose
up a central tube and infused the cofee above. This method became popular in the
us in the 1860s with the introduction of the Manning-bowman pump percolator.
in 1850s england the engineer James napier created the vacuum siphon, in
which the cofee, once made, was drawn from the jug by vacuum into a globe, from
which it was served through a tap.
numerous other variations and some highly elaborate cofee machines were
created through Victorian ingenuity.
There were no great advancements in the 20th century in the method of cofee
making, except by the application of electricity to previously well-tried and tested
systems. The espresso machine appeared in the early 1900s, but was not perfected
to the form it is today until 1938 when Achilles gaggia fled patent no. 365726 and
the modern, steam-free cofee machine had arrived.
electricity also made the automatic-flter possible, which combined the three
processes of heating water, fltering the hot water through the cofee, and keeping
the cofee warm in a jug on a heated plate. such machines were designed and
patented by edward bramah in the 1970s.
Source: www.teaandcoffeemuseum.co.uk
An earlyVictoria Arduinocofee machine
Evolution FoamMaster from Franke
Schaerers Cofee Prime features an environmentally-friendly
disposable concept for the fresh milk system
YOUR PART NER I N
T HE JOURNEY T O
A PERFECT CUP
www. bunn. com
www. t r i f ect aexper i ence. com
B u n n - O- Ma t i c Co r p o r a t i o n i s
A P a r t n e r Y o u Ca n Co u n t On
f o r a v a r i e t y o f o p t i o n s i n
q u a l i t y b e v e r a g e e q u i p me n t
a n d c o mp l e t e p r o d u c t s u p p o r t
wh e r e v e r y o u s e r v e c u s t o me r s
a r o u n d t h e wo r l d .
10-11_AsianHotelandCateringTimesAd.indd 1 10/17/11 5:13 PM
Same language
Hotel distribution management and connectivity solutions provider, Ezyfeld has
joined forces with regional service provider Compass Edge as its new reseller
and channel sales partner in Mainland China. The relationship will provide a local
language channel management system with connections to more than 650 OTA
and third-party websites. Fuzionlink, is the frst channel management solution
available in Chinese, and will enable Chinese hotels to manage rates, availability
and inventory across unlimited third-party sites through one web application.
Formoreinformation:www.ezyfeld.com
The air we
breathe
Hong Kong company Oxyvital has launched
the worlds frst home air purifcation system
that meets and exceeds World Health
Organization (WHO) standards for indoor
air quality. The Oxyvital Split Unit utilises
a patented, cutting-edge technology that
works on a molecular level to produce the
freshest indoor air.
The product differentiates itself from
other air flters by successfully reducing all
nine indoor air pollutants listed by WHO,
without emitting toxic byproducts.
The Oxyvital Split Unit has a four-stage
fltration process.
The frst three stages consist of a pre-
flter, a course flter and an ultra-fne media
HEPAflter that comb out the larger airborne
biologicals (above 0.3 microns in size).
The fnal stage uses Oxyvitals patented
ZeoSieve technology to tackle UFPs and
gases up to 10,000 times smaller than
those that HEPAflters can trap.
Oxyvitals industrial air purifers are
already in use at the Four Seasons and
JW Marriott spas, Seasons Fitness and
CHI Residences
Formoreinformation:
www.oxyvital.com
The perfect blend
Omega Blenders are designed tough for commercial use. They are easy to use,
easy to clean and built for durability and dependability. Featuring a wide variety of
models with high performance motors ranging from 1HP to 3HP, recessed coupling
systems, self-lubricating bearings and virtually indestuctable Tritan Copolyeaster
containers, each model is designed to provide years of service and give the ideal
balance of blending options and operating effciency.
Formoreinformation:www.omegajuicers.com
Channel management solutions provider,
RateTiger has released RTSuite Version
2.8 featuring an enhanced Reservation
Report and the integration of its
StrategyEngine. The combination of
reservation reporting, strategy engine,
channel management and shopping
makes RTSuite a complete control
centre giving hotels total visibility of each
sales channel performance. Reservation
Report provides different views on
bookings to ensure analysing trends
becomes simple. Interfaces to various
RateTiger modules, as well as external
systems like PMS or CRS, inventory,
rate composition and rate update can
be fully automated. The StrategyEngine
integration allows fully-automated rate
calculation. The new subscription-based
features aim to help hoteliers manage
inventory and strategy simultaneously
through a synchronised platform, saving
time and effort.

Formoreinformation:
www.ratetiger.com

Hotel intelligence
p r o d u c t n E w s
Experience the Premiere:
www.schaerer-coffee-prime.com
Schaerer AG, Allmendweg 8, 4528 Zuchwil, Switzerland, t: 032 681 62 00, info@schaerer.com
Schaerer Coffee Prime
The frst choice for
Connoisseurs and
calculators
Gourmet beverages at the press of a
button simply prepared in perfect quality.
Disposable concept for fresh milk:
no cleaning, no chemicals.
Perfect for self-service thanks to the
"TouchIT" touch screen user panel.
Cost-saving and environmentally friendly
to operate and clean.
Schaerer Coffee Prime
Ideal for restaurants, vending,
offces, cafes, universities, bistros,
hospitals, bars, sports centres,
cultural events, workshops, flling
stations, car dealerships ...
Prime coffee

Schaerer, the Swiss coffee machine manufacturer, has unveiled its
new fully-automatic coffee machine, the Schaerer Coffee Prime.
Ideal for anyone who seeks high quality beverages but wishes
to keep initial investment costs low, the company says that, due
to its modular design, the Coffee Prime can be readily expanded
at any time, allowing investments to be made gradually. The
retrofttable options include a credit system, a second grinder
and a powder system. This fexibility makes it possible to easily
expand and diversify your beverage selection.
The new coffee making unit is equipped with a IT touchscreen
self-service user panel, simplifying beverage selection. The
screen can additionally display advertising messages regarding
special sales, specialities or innovations within the property. With
40 freely programmable beverage buttons on fve display levels,
the machine components that come into contact with milk can
simply be exchanged, eliminating the need for chemical cleaning
products making it easy maintenance and environmentally friendly.
Separate preparation systems and outlets prevent contamination
with other beverages while the unit also has colour-guided
operation for beverage selection, cleaning and maintenance.
Formoreinformation:www.schaerer-cofee-prime.com
Organic linen
Burnt Oringe Co. is the only linen company in Hong Kong to be
green certifed, and the frst company in Hong Kong to receive the
Green Seal from the International Institute of Green Business.
The company specialises in fne, hypoallergenic bed linens made
from organic fabrics such as organic cotton and eucalyptus pulp.
Burnt Oringe selects long-thread 100% organic cotton for its
Cotton Classic range, ensuring it lasts for many years and will retain
its crisp softness.
For its Mother Earth range, a new-age fbre normally reserved
for royalty is used. The line is naturally organic, silky smooth and
luxurious. The fabric is hypoallergenic and fair trade, which is why the
manufacturer claims it is the best-kept secret in bed linen.
Only cosmetic and water-based chemicals are used in the linen
manufacture, no pesticides or insecticides are involved, the linen is
biodegradable, strong, durable and easy care.
Formoreinformation:www.burntoringe.com
Bigger Bobble
Bobble, the water bottle that flters tap water, is now
available in Asia in different sizes. Mini bobble (385ml) and
large bobble (1 litre) join the 18.5 oz bobble. Made in the
US from recycled plastic, free of BPA, phthalates and PVC,
the reusable bobble bottles feature carbon flters, which
as water passes over them, draw the negative ions of
contaminants to them, where they remain. This removes
chlorine and organic contaminants from public tap water,
leaving the fltered water with a cleaner, crisper taste at a
quality that meets or exceeds NSF International Standard
42, the standard that governs public and private drinking
water globally. The flters equate to at least 300 water
bottles. Available in blue, red, yellow, magenta, black
and green bobble bottles make a colourful addition to
hospitality retail outlets.
Formoreinformation:www.waterbobble.com
Ambient showers
Fittings manufacturer Dornbracht is putting shower water
choreography within reach. Their new ambiance tuning technique
control panels include an e-valve control unit directly behind each
of the water outlets, which allows water volume and temperature to
be regulated individually for each outlet point simultaneously. The
e-tool and e-switch allow for different water volumes, temperatures
and directions in sequences such as justrain, watersheet and
waterbar. One push of the button starts the roughly fve-minute
choreography programme, replacing approximately 100 known
manual volume and temperature settings. The modular systems
provide showers which balance, energise, comfort and de-stress
the user-depending on their requirement and preference. A
minimalist design makes it easy to incorporate the system into any
shower setting. Softly illuminated buttons indicate current settings.
The x-grid assembly rail allows for simple and precise installation.
Formoreinformation:
www.dornbracht.com/transforming-water/
c u l i n a r y n E w s
c u l i n a r y n E w s
Acai Roots, supplier of natural and organic
Brazilian-style super-food acai products,
has announced the launch of its newest
ready-to-drink beverage, Acai Juice +
Coconut Water.
The second favour in its juice portfolio
(adding to Pure Premium Acai favour), Acai
Juice + Coconut Water is an organic whole
food the company claims, as with all Acai
Roots products, is full of omegas and has
a super-hydration functionality as well as
being an antioxidant powerhouse, packed
with vitamins and minerals.
The brands latest shelf-stable, a USDA
certifed organic product, is a blend of two
tropical Brazilian ingredients and is aimed at
Gustosia, a new and innovative range of
products for the preparation of high-quality
desserts and delicacies from Mec3, a world-
leading Italian company in the production of
ingredients for pastry and artisan gelato, has
won the best packaging for international
products in the sweet section at Anuga,
Kln, the largest food and beverage trade
show in the world.
The company won a prize with its Milk
Froth, a new gluten-free product which
debuted at the Taste 2011 competition.
Certifed 90% gluten-free, Gustosa
desserts preparations are easy to measure
out and quick to prepare. Available in
packets containing pre-measured bags
Laftte produces one of the most complete ranges
of duck and goose foie gras available. Established
in 1920, the company, which is now operated by
two of founder Lon Lafttes daughters, offers
products for both retail and the catering industry.
This includes chilled and frozen raw duck
foie gras, half-cooked duck and goose foie gras,
preserved duck and goose foie gras, preserved
pates and terrines, duck conft and ready-cooked
dishes, all without additives or preservatives.
With full control over the entire production
process, Laftte uses a highly distinctive, ancient
duck species for its products. Animals are left to
roam in the open air for 15 to 16 weeks, are fed
with whole corns of maize and bred 102 days as
a minimum.
Formoreinformation:www.laftte.fr
Guilty pleasures
active health-conscious consumers looking for
a nutritious, healthy drink alternative.
Acai Roots organic Acai Juice + Coconut
Water is a perfect combination of two popular
Brazilian fruits beverages. When combined,
the two become a delicious and very nutritious
premium juice blend, said Marco Rega, Acai
Roots co-founder and sales director.
It is a perfect breakfast option, or a pick-
me up anytime. Ideal prior or after any activity,
added Rega.
Acai Juice + Coconut Water is available in
32 and 10 ounce bottles.
Acai Roots offers other acai berry products
including organic sorbet, smoothies and
supplements.

where it is only necessary to add liquids,
each pack explains clearly in fve languages
how to prepare the products.
The Gustosia catalogue contains 14
families of products with a complete line
of 78 specialities, 68 of which are certifed
gluten-free. These include cold preparation
desserts such as tiramisu and cheesecake,
warm preparation desserts including crme
caramel and chocolate pudding, sorbets,
mousse, fruit and yoghurt gelato, oven-
baked products, favouring pastes, sauces
and more.
Formoreinformation:
www.gustosia.com
Funky and fruity drinks
Sweet packaging
Following the recent success of its
breads baked in stone-deck ovens, as
well as its rolls and baguettes, Bridor has
joined forces with former Best Craftsman
of France award winner, Frdric Lalos,
to produce a range of characterful
loaves. This range of three large loaves
with a rustic shape, which recalls
old-time baking has been tailored to
contemporary trends, and their markedly
modern taste combines subtle, slightly
sweet favours, to make them suitable for
any occasion.
They can be served with regular
family meals, or at the breakfast buffet.
The range includes Pain de Partage
(bread to share), which is pre-cut into six
portions, can be broken by guests at the
table, has hints of caramel and a crunchy
texture.
Pochon loaf is a rustic-looking,
traditional loaf that takes its name from its
hand-formed, four-fold bag shape. The
yeast-based recipe has been tweaked
to produce mild favours with no hint of
sourness and while buckwheat adds
Hong Kong premium chocolate-maker
Vero is producing a special Christmas
range. Part of the range is the limited
edition Christmas sphere, which doubles
as a holiday decoration and gift.
Each sphere is handcrafted from
premium dark 72% chocolate, with
intricate holiday-themed patterns.
The spheres include a cocoa pod
poinsettia, which features intricately
designed Christmas poinsettias with
petals and leaves made from cocoa pods,
cocoa snow, which is earth-toned and
doubles as a versatile holiday motif and
strength and character, the secret of its
favour lies in the optimum mix of selected
yeasts and a long fermentation period.
Bridors grain bread is rich in fbre and
essential fatty acids and uses a blend
of cereals including sesame, brown fax,
yellow fax, sunfower and wheat fakes for
added taste. The slightly brown dough is
dotted with full seeds, which makes for a
full and crunchy effect in the mouth.
All the breads are pre-cooked in
a stone-deck oven and then frozen,
requiring cooking for around 15 to 18
minutes at about 190C.
Bridor products are exclusively
distributed in Hong Kong and Macau
by FB Solutions.
Formoreinformation:
www.groupeleduf.com
Characterful bread
seasonal winter design, red velvet, which
features a deep red background covered
in large, elaborately designed golden
snowfakes, holiday paisley which is a
brightly-coloured abstract paisley pattern
with a simple white background and
winter foral, which features a soft foral
motif and dark chocolate background.
Freshly made by artisan chocolate
makers, all ingredients used by Vero are
sourced from around the world with a
commitment to fair trade. The products
themselves are produced at Veros 4,000
square foot chocolate lounge Hong
Kong venue, which also acts as a gift
shop, a workshop, factory, caf, dessert
and wine bar all in one, while offering
views of Victoria Harbour.
Other products in the range include
a maccarone gift box, a Christmas bento
box, a Christmas hamper collection, a
bonbon collection, honey yoghurt
(which blends organic white and dark
chocolate), Japanese matcha, mulled
wine, ginger, nuts and other various
seasonal specialities.
Formoreinformation:
www.verochocolates.com
A chocolate Christmas
Formoreinformation:www.acairoots.com
DAtE EVENt DEtAILS ORGANISER
A show specialising in dcor, technology, foodservice
equipment, favours, linens, amenities, tableware and
other industry essentials.
Asias most exciting wine &spirit event, the HKTDC
Hong Kong International Wine &Spirits Fair ofers a
wide range of high quality wine and spirits, beer and other
alcoholic beverages, as well as wine production, products
and services to buyers fromall over the world. It is the
gateway for winemakers and distributors of wine and other
beverages to gain a share of the lucrative and fourishing
wine market in Asia.
GLM
1133 Westchester Avenue
White Plains, NY 10604-3547
Tel: +1 914 421 3346
Fax: +1 914 948 6197
www.ihmrs.com
Hong Kong Trade Development Council
Unit 13, Expo Galleria, Hong Kong Convention
& Exhibition Centre
1 Expo Drive, Wan Chai, Hong Kong
Tel: +852 1830 668
Fax: +852 2824 0026
exhibitions@hktdc.org
www.hktdc.com/hkwinefair
Te 15th international exhibition for food, drink,
hospitality, foodservice, bakery and retail industries.
Texcare Asia is the leading international laundry
and dry-cleaning trade fair in the region. Te sixth
edition will focus on environmental compatibility and
sustainability.
Food is the biggest consumption category in India
with a market size of US$181 billion. With a
population of more than one billion individuals and
food constituting a major part of the consumers
budget, this sector has a greater prominence than
other businesses in the country. Tis is the sixth
hosting of this successful event.
Hotel Equipment & Supplies Expo incorporates
not only the largest collection of hospitality-related
exhibitors in the country but also foodcourts, stalls,
and demonstration areas.
HIFI is designed to provide an annual meeting place
for leaders in the hotel industry to discuss important
trends, to network, to identify new opportunities
and to do deals through a combination of plenary
sessions, breakout panels, and interactive development
workshops focusing one of the worlds hottest hotel
markets India.
Supercharge your business at Gulfood! Te worlds
biggest annual food & hospitality showcase, at the
heart of one of the most important global markets
Gulfood is the essential sales and sourcing opportunity
for the entire MENASA region, with over 20 years
experience connecting international buyers with
market-leading suppliers from around the world.
Established in 1994, HORECA is the regions largest
annual meeting place for both the Hospitality and
Food & Beverage Service Industries. HORECA 19th
edition includes Te International Trade Show for the
Hospitality & Foodservice Industry, Te International
Trade Show for the Food Industry and Beirut
International Wine & Drinks Fair.
Hotelex 2012 will ofer 100,000 square metres of
exhibitions space, with 1,100 exhibitors and 50,000
visitors. Te show will continue to focus on the low-
carbon development of the hotel industry and the
development direction of the global hotel industry,
so as to create a new future with an international and
professional philosophy.
China International Exhibitions Ltd
Room 2402, Singular Mansion No. 318 - 322 Xian
Xian Road, Shanghai 200336, China
Tel: +86 21 6209 5209 Fax: +86 21 6209 5210
www.fhcchina.com
Messe Frankfurt Shanghai (Beijing Ofce)
Rm 1721, Tower 2, Bright China Chang An Building
No. 7 Jian Guo Men Nei Avenue, East District
Beijing 100005, PR China
Tel: +86 10 6517 1388 Fax: +86 10 6510 2799
texcare.messefrankfurt.com
Koelnmesse GmbH and Federation of Indian Chamber of
Commerce and Industry (FICCI).
Koelnmesse GmbH, Messeplatz 1, 50679 Cologne, Germany
Tel: +49 221 821 3939
Fax: +49 221 821 3723
m.tillmann@koelnmesse.de
www.worldofoodindia.com
Coastal International Exhibition Co., Ltd
Room 2106, China Resources Building
26 Harbour Road, Wanchai, Hong Kong
Tel: +852 2827 6766 Fax: +852 2827 6870
general@coastal.com.hk
www.hotel-exhibition.com
Burba Hotel Network
2900 Bristol Street, Ste. D101
Costa Mesa, CA 92626 USA
Tel: +1 714 540 9300
marketing@burba.com
www.hif-india.com/
Dubai World Trade Centre
PO Box 9292
Dubai
UAE
Tel: +971 4 308 6081 Fax: +971 4 318 8607
gulfood@dwtc.com
www.gulfood.com
Hospitality Services s.a.r.l
Dekwaneh, Main Road, Borghol Bldg, 2nd Floor
P.O Box 90155 Jdeidet-El-Metn 1202 2020 Beirut,
Lebanon
Tel: +961 1 4800 81 Fax: +961 1 48 28 76
info@hospitalityservices.com.lb
www.horecashow.com

UBMAsia
8/F Xian Dai Mansion
218 Xiang Yang Road
Shanghai 200031, China
Tel: +86 21 6437 1178 507
Fax: +86 21 6437 0982
www.ubmsinoexpo.com
Only from the mind
of Miwa Lock, Japan
Intelligence & Modern Art
Nov 3 5 HKTDC Hong Kong
International Wine &
Spirits Fair
Hong Kong Convention and
Exhibition Centre
Wanchai
Hong Kong
Nov 12 15 International Hotel, Motel
Restaurant Show
Jacob K Javits
Convention Center

Nov 16 18 FHC China
Shanghai New International
Expo Centre
Pudong, Shanghai
China
Nov 16 18 Annapoorna World of food
India International Exhibition
and Conference for the Food &
Beverage Industry
Bombay Exhibition Center
Mumbai
India
Nov 17 19 Texcare Asia
China International
Exhibition Center
Beijing
China

Nov 23 25 Te 7th International Hotel
Expo Hotel Expo 2011
Cotai Strip CotaiExpo
Te Venetian Macao
Macao
Jan 11 13 Hotel Investment Forum India
2012 Renaissance Mumbai
Convention Centre Hotel
Mumbai
India
Feb 19 22 Gulfood
Dubai International
Exhibition Centre
Dubai
March 20 23 HORECA
Beirut International Exhibition
& Leisure Center
Beirut Central District
Lebanon
April 9 12 Hotelex Shanghai
Shanghai New International
Expo Centre
Pudong, Shanghai
China
E v E n t s

FHM 2011 is
a success on
every level
F
ood and Hotel Malaysia 2011, held at the Kuala Lumpur
Convention Centre between September 2023, 2011, offered
both exciting events and activities as well as unparalleled
networking opportunities for Malaysias food and hotel industry.
With space selling out months before the show, FHM 2011,
Malaysias offcial food and hotel exhibition, recorded the largest amount
of exhibition space sold thus far, with seven exhibition halls in total. This
represented a 25% increase on the previous FHM show.
Incorporating Halal Food Asia 2011 and Bakery & Confectionery
Malaysia 2011, the show attracted 17,835 visitors from 65 countries to
the four-day event, which hosted 1,010 participating companies from
43 countries. A total of fve International pavilions, from Austria, Korea,
Taiwan ROC, Singapore and the US were also present, representing
their respective culinary cultures.
Some of the big names in the industry at FHM 2011 included Rak
Porcelain, Boncafe, Boh Plantations, Cooktek and Ming Fai International
among others.
As with every FHM, the regions largest culinary competition was
held in conjunction with the show. The objective of Culinaire Malaysia
2011 was to set a higher culinary benchmark for Malaysias hospitality
industry and to recognise and motivate individual chefs who excel in
their feld.
Also featured in FHM 2011 was a seminar hosted by the Malaysian
Export Club on the subject of Malaysian halal certifcation. This seminar
was designed for those who are interested in achieving this certifcation,
particularly if they want to sell or export their products and services or
be recognised as halal certifed.
Coming next
FHM 2013
1720 September 2013
www.foodandhotel.com
E x h i b i t i o n s
AHCTnovember 2011 58
PATRONS
PLATINUM PARTNERS
GOLD PARTNERS
MEDIAPARTNERS
SUPPORTERS
An Official International Publication of BHN
PATRONS
Hilton Worldwide
Hyatt Hotels & Resorts
Jones Lang LaSalle Hotels
Marriott International
PLATINUM PARTNERS
Carlson/The Rezidor Hotel Group
IHG
Jumeirah Group
Oberoi Hotels & Resorts
RCI
Taj Hotels, Resorts & Palaces
GOLD PARTNERS
Accor
Choice Hotels International
InterGlobe Hotels Pvt. Ltd.
ITC Hotels
Keys Hotels, Resorts and Apartments
MGM Hospitality
Premier Inn India Pvt. Ltd.
Starwood Asia Pacific Hotels & Resorts Pte. Ltd.
The Leela Palaces, Hotels and Resorts
Wyndham Hotel Group
MEDIAPARTNERS
Asian Hotel & Catering Times
Global Destinations
GlobalHotelNetwork.com
Hospitality Biz
Hotel Analyst
Hotel Interactive Network
ITPPublishing India Pvt. Ltd.
Sleeper Magazine
The Indian Express Ltd.
Traveltechie.com
TravTalk
TTG India
SUPPORTERS
AAHOA(AsianAmerican Hotel OwnersAssociation)
AH&LEI (American Hotel &Lodging Educational Institute)
HAI (Hotel Association of India)
IFC(International Finance Corporation)
ISHC(International Society of Hospitality Consultants)
ITP(International TourismPartnership)
An Official International Publication of BHN
HOTELS Investment Outlook
Patrons, Partners, and Supporters as of October 10, 2011
Renaissance Mumbai Convention Centre Hotel, Mumbai, India
Award Winners and Keynote Speaker
HIFI Hall of Fame Award
Shriji Arvind Singh Mewar
of Udaipur
Chairman and Managing Director
HRH Group of Hotels
Keynote Speaker
Robert C. Broadfoot
Managing Director
Political & Economic
Risk Consultancy. Ltd.
HIFI Aatithya Ratna Award
Priya Paul
Chairperson
Apeejay Surrendra Park Hotels
AC Times Nov.ad.qxp:Layout 1 10/14/11 9:53 AM Page 1

Exhibition
growth in
Vietnam
V
ietnams foremost food and hospitality trade event boasted
26 percent more visitors this year. Food&HotelVietnam 2011
recorded an impressive 12,075 attendees, which included
trade visitors, exhibiting staff, competition judges and participants,
and members of the media.
The number of trade visitors reached 9,860, a robust 26 percent
increase from the previous outing.
More exhibitors were hosted a total of 373 of them 74
percent coming from 30 overseas countries and regions. Nearly 100
group delegations from leading enterprises in Vietnam came to the
show, compared to 51 groups in 2009.
The exhibition specifcally caters to the growing needs of
Vietnams food and hospitality industry and visitors made special
mention of this years range of latest products, equipment and
services from the global marketplace.
Highlights included the second Vietnam Barista Competition,
which saw 17 participants battle over three days for the coveted title
of Vietnams best bartista. Nguyen Quoc Viet from Scoozi Coffee
emerged as champion, securing his chance to represent Vietnam at
the Asia Barista Championship 2012 in Singapore. And the fourth
Vietnam Culinary Challenge, which saw over 80 chefs displaying
their skills and creativity to compete over the three days. The
Equatorial Hotel bagged most awards, including the Best Culinary
Establishment and Dream Team Challenge, with Nguyen Van Truong
Giang taking away the award for Grand Champion.
Vietnams Best Sommelier Competition was held for the frst time
this year and six of Vietnams sommeliers battled for top spot. Hoang
Hong Ha, Banquet Manager at the Sheraton Hotel Hanoi clinched
the title.
The competitions provide a platform to showcase skills, and to
engage with other professionals and veterans, raising the standards
of the coffee and culinary communities in Vietnam.
Food&HotelVietnam will return in 2013 for its seventh edition,
from 25 27 September in Ho Chi Minh City.
Food & Hotel Vietnam 2011
Saigon Exhibition and
Convention Center
28 30 September 2011
www.foodnhotelvietnam.com
Connect with us
Experience a true Hospitality Showcase in
Co-locating Shows: International Furniture Fair Singapore 2012/29
th
ASEAN Furniture Show | Deco Asia 2012
9 - 12 March 2012 Singapore Expo
A subsidiary of: Supported by: Organiser: Offcial publication: Held in: Endorsed by:
www.HospitalityAsia.com.sg
IFFS unveils the inaugural edition of SingaPlural, which represents a celebration of design elements in the city,
taking the form of a creative and inspirational journey with a unique design trail. From 9-11 March 2012,
SingaPlural will feature bite-sized tours around key design hotspots in the city centre to showcase local furniture
design talent. Held in conjunction with IFFS/AFS, SingaPlural will be open to both trade visitors and the public.

Debuting for the frst time alongside IFFS/AFS, the Hospitality.Design.Furniture. CONVERGE ASIA 2012 is a
conference that brings you an unprecedented platform to discover and gain insights into the latest hospitality
design trends, innovations and tap on new markets.
For bookings and more information, please visit www.hdf.tpgi.org
Network and source at Hospitality Asia 2012 for a dynamic
showcase of products, coupled with the latest developments
and trends for the hospitality and contract manufacturing
industries from Asia and beyond.
www.iffs.com.sg / www.decoasia.com.sg

Everything
hospitality
in Macau
E
quipment and supplies, audio and lighting, entertainment
performance, decoration materials, food and beverages, hotel
operations and management and more will be at the seventh
International Hotel Expo at the end of this month.
Drawing upon previous years experience, organisers promise a
dedicated, ever-improving platform to stengthen communication and
co-operation within the hospitality industry.
Nearly 100 exhibitors, including repeat visitors from France, Japan,
Pakistan, China, Singapore, Spain, the US, Hong Kong and Macau will
showcase their latest products and services.
Products such as hotel equipment and supplies, furniture, food, wine,
and coffee will feature strongly and services such as IT technologies are
also represented.
The exhibitions audience will include general managers, senior
executives and procurement director levels as well as key management
and decision-makers from global sourcing companies, renowned
catering groups, property investment companies, design and
architectural companies and service providers.
Particular reference is made to the whole Asia-Pacifc region, but
global representatives gather for this annual event as well.
Highlights this year include: The 5th Asian Hotel General Managers
Forum, during which some 250 general managers and key executive
directors representing various hotel and hospitality associations will
unravel innovative management concepts, the latest industry trends and
developments; key networking event The 4th Seminar on Cooperation
between Hotels & SMEs; the Coffee Culture Workshop, which allows
bartistas to demonstrate their techniques and foster the nurturing of
coffee scene; and the Spa & Wellness Forum, which will explore the
latest developments and introduce new ideas.
A number of awards ceremonies will also be held, including The Best
Hotel Furniture Suppliers, Macau Intl Lotus Cup Hotel Furniture Design
Competition, GHM Best Business Traveler-Beloved Hotels and GHM
Best Chefs.
International Hotel Expo 2011
23 25 November 2011
Te Venetian Macao CotaiExpo
www.hotel-exhibition.com
Chinese sauce
manufacturer Lee Kum
Kees director, Charlie
Lee, tells Daniel Creffeld
why family values, belief
and innovation have
made the brand famous
around the world
C
harlie Lee, the director of Lee Kum
Kee, has a fascinating story about the
original creation of the frms most
famous product, oyster sauce.
Te tale goes that Lee Kum Sheung, Lees
great-grandfather and the companys founder,
was making a modest living harvesting and
cooking oysters, which he sold from his home
in Nan Shui, Guangdong.
One night he forgot to remove the pot
containing the thin white liquid remaining
from cooking the oysters, so it sat for hours,
slowly simmering over a low fre, explains
Lee. In the morning he awoke to discover
that the liquid had reduced to produce a rich,
thick, dark sauce.
So popular was this new condiment that
in 1888 he established Lee Kum Kee Oyster
Sauce House to mass produce it. And the rest,
as they say, is history.
Whether this serendipitous story has
become enhanced with its telling over the
123 years since is open to speculation, but
one fact is beyond dispute Lee Kum Kee
has gone on to become unquestionably one
of the worlds best-known and most successful
Oriental sauce manufacturers.
source
of the
sauce
It has transformed itself from a small
family frm to a multinational ethnic Chinese
enterprise employing more than 4,000
staff, offering more than 200 sauces and
condiments in over 100 countries.
LKKs headquarters are in Hong Kong
and the frm has fve major production bases:
in Xinhui and Huangpu in China, in Hong
Kong, Malaysia and Los Angeles. Te Xinhui
factory is the largest operation, occupying
1,700 acres. In addition to oyster sauce the
company produces soy, chilli, XO, cooking
and dipping and menu-oriented sauces.
In spite of its strong international
presence, LKK remains intrinsically a family-
run concern, with a family council that
currently consists of seven members. Family
members are encouraged, says Lee, but not
pressured, into joining the business.
Not all family members will want to
join the company. I remember my father
saying to me, Ill pay you more if you come
back and work for me!, recalls Lee. My four
siblings and I all studied diferent majors,
which gave us a wide range of diferent skills
to draw on.
After majoring in chemical engineering
from the University of Southern California in
the 1980s, Lee did decide to help his father,
Lee Man Tat, to run the business.
Drawing on his training, he introduced
modern technology and stringent quality
control in the production process, and was
instrumental, with the help of his family
members, in diversifying its business.
Te family and the business have to
co-exist, explains Lee. More structure
and governance were introduced as the frm
expanded. In those early days consultants
were also brought on board to help organise
board meetings.
My father was not very educated but
he had vision, he was open-minded and
business-minded, he says.
There have been many issues and
challenges over the years, but by continuing
as a family we have coped while applying
these same open-minded attitudes towards
innovation and accepting change.
LKKs mission statement is promoting
Chinese cuisines worldwide, refected in the
companys logo a bridge to bring Chinese
culinary art to the West and to facilitate the
cultural exchange between East and West
through taste.
In addition to his duties with the frm,
Lee has a broader role in the wider world of
Oriental culinary arts. He is vice-president
of the China Cuisine Association and World
Association of Chinese Cuisine and is keen to
promote Chinese cuisines worldwide.
He now divides his time between LKKs
family ofce, his media work and representing
the frm with various industry organisations.
He swims every morning and spends time
with his three sons, the youngest of whom he
caddies for on a regular basis.
CeCe Hoang
Simon McHendry
Soeren Hansen
NgaiHongKin
Preferred Hotel Group has announced the
appointment of Ananya Narayan to area
managing director of Asia-Pacifc, Middle
East and Africa. Narayan will continue to
hold his current role as senior vice-president
global strategy, for the company. With more
than 16 years industry experience, and with
the group since 2005, he previously held
several roles for the Hyatt corporation.
Canadian national CeCe Hoang has been
appointed to the newly created position of
director of media services, Langham Place,
Mongkok, Hong Kong. Prior to joining
Langham Place hotel, Hoang was director
of marketing communications for Harbour
Plaza 8 Degrees.
Simon McHendry has also joined Langham
Place as executive assistant manager rooms.
With experience stretching over 15 years,
McHendry worked his way up in front ofce
and sales at a number of its hotels worldwide.
Born in the UK, he frst came to Hong Kong
in 2004 and most recently opened Langham
Place, Beijing Capital Airport, as director of
sales and marketing.
Meanwhile Langham Hospitality Group
has appointed Sam-Erik Ruttmann as
vice-president development (Middle East).
Ruttmann has enjoyed a career spanning 30
years in the luxury hospitality sector, and
his most recent appointment was regional
vice-president of development for a Tai-
based hospitality brand. He has worked in
Indonesia, Kuwait, Finland and Tailand.
Langham Hospitality Group has also
recruited Danish national, Soeren Hansen,
to the new position of vice president food
and beverage projects. He will establish new
restaurant, bar and dining concepts for all
hotels under development. His extensive
experience includes senior positions with
major hospitality groups in Asia.
Te Hyatt Regency Hong Kongs Sha Tins
18 restaurant has welcomed new chef de
cuisine Ngai Hong Kin. With over 30 years
experience, Ngai has worked in numerous
renowned restaurants and on a number
of occasions been seconded to Asian cities
including Shanghai, Taipei and Tokyo to
start up Chinese restaurants and promote
Cantonese fare.
Ananya Narayan Sam-Erik Ruttmann
a p p o i n t M E n t s i n t E r v i E w
Winnie Chiu
DillipRajakarier
Markus Mller
Peter French
ChuiYue Bond
Suphawan Manasirphan
Tom Meyer
NoppadolNuchcharoen FritzSommerau
Hans Heijligers
Leanne Hucker
&&&.n| cos.con 5 S54 S0
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action. For your propertys success, the turnkey
solutions from MICROS are breathtaking.
Kosmopolito Hotels International (KHI)
has announced the appointment of Chui
Yue Bond as chief fnancial ofcer, based
in KHIs Hong Kong corporate office.
Chui previously held senior roles in leading
international professional services firms
such as Deloitte Consulting (Hong Kong)
Limited, PricewaterhouseCoopers LLP and
Ernst & Young LLP in Toronto, Canada.
KHI has also announced Winnie Chius
appointment as president of Kosmopolito
Hotels International. She has been an
executive director at KHI since June 2010
and was most recently chief strategy ofcer.
Chiu was previously with Hong Kong-listed
Far East Consortium International as director
of property development.
Minor Hotel Group, a hotel owner, operator
and investor, has announced the promotion
of Dillip Rajakarier from chief operating
ofcer to chief executive ofcer. Rajakarier
joined the group as chief fnancial ofcer in
March 2007 and is tasked with growing the
group to 150 hotels within the next fve years.
Fritz Sommerau has become general manager
of the Prince Hotel, Hong Kong. A Swiss
national and graduate of Ecole Htelire de
Lausanne, Sommerau is a veteran of the Asian
hospitality industry, having held positions
at Mvenpick Hotels International, The
Peninsula Group in Hong Kong, Manila
and Beijing and, for the past 23 years, head
of hospitality services at Te Hong Kong
Jockey Club.
Pan Pacifc Hotels Group has announced the
appointment of Hans Heijligers as area vice-
president operations Singapore. He will also
helm Parkroyal on Pickering, when it opens
in 2012. A Dutch national with close to 30
years of hospitality experience spanning 10
countries, Heijligers has worked at leading
hotel chains including Marriott, Hyatt and
InterContinental.
Hilton Worldwide has announced the
appointment of tara Hanrahan as regional
spa operations manager Tailand, based at
Millennium Hilton Bangkok. In the newly
created role, Hanrahan will manage and
oversee all aspects of operations in Tailand.
She brings more than ten years of experience
and was most recently spa director at Conrad
Sanya Haitang Bay and Doubletree by Hilton
Haitang Bay, China.
Trisara Phuket has appointed Leanne
Hucker as director of sales and marketing.
With over 12 years experience in hospitality
and global sales, Hucker will be responsible
for developing business across all market
segments Her most recent appointment was
with the Jumeirah Group in the United Arab
Emirates as associate director of cluster leisure
sales for six properties in Dubai.

Mvenpick Hotels & Resorts has announced
the appointment of Markus Mller as
vice-president sales and marketing Asia,
based at its international sales office in
Bangkok. Mller has 17 years of international
hospitality experience in sales, marketing,
branding and operations with some of the
worlds leading hotel companies.
Raffles Hotels & Resorts has appointed
Peter French as regional vice-president
Europe, Middle East and Africa. French
will continue his role as general manager
for Rafes Dubai and take on operational
responsibility for Royal Monceau-Raffles
Paris and Rafes Praslin Seychelles, as well
as new Rafes hotels under development in
EMEA.

Te Rest Detail Hotel, Hua Hin has made
two new appointments. Culinary director
Noppadol Nuchcharoen has 36 years of
local and international experience, and comes
to his new role from his previous position as
executive chef at Spring Sea Resort and Spas
in Cha-am, Petchaburi.
Meanwhil e, the new spa manager is
Suphawan Manasirphan who has 11 years in
the industry and has worked in Australia, the
Maldives, British West Indies and Vietnam.
She holds a Diploma of Terapeutic Massage
and Hydrotherapy from the Florida State
Board of Massage.
tom Meyer has joined InterContinental
Bali Resort as general manager and area
general manager. Australian born Meyer has
almost 30 years industry experience and has
worked in Sydney, Singapore, Manila and
Hong Kong. He was most recently director
of operations and area general manager of
Dubai Festival City.
Tara Hanrahan
a p p o i n t M E n t s
R
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Vol 36 november 2011

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