ahct may 2013 websize

7/16/2019 AHCT May 2013 Websize

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Published since 1976 V 38 Ma 2013

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LOOKING GOOD

The evolution of the uniform

A YEN FOR HOSPITALITY

The industry is back on track in Japan

SMOKIN

Asias growing loveaffair with salmon


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AsiAn Hotel & CAtering timesis publisHed montHly bytHomson press Hong Kong ltd (tpHK)

The opinion s expressed in Asian Hotel & Catering Times do not necessar ily represent the views of the publisher or thepublication. Whilst every effort has been made to ensure the accuracy of information contained in this publication, noresponsibility can be accepted by the publisher, editors and staff, agents and contributors for omissions, typographical orprinters errors, inaccuracies or changes howsoever caused. The editors reserve the right to edit any material submitted attheir discretion. All materials published remain the property of TPHK. Reproduction without permission by any means isstrictly prohibited. Correspondence should be addressed to The Editor, Asian Hotel & Catering Times, Room 1205-6, 12/F,Hollywood Centre, 233 Hollywood Road, Sheung Wan, Hong Kong. Tel: (852) 2815 9111 Fax: (852) 2851 1933. FantasyPrinting Ltd. 1/F, Tin Fung Industial Mansion, 63 Wong Chuk Hang Road, Hong Kong.

All rights reserved (c) 2013Thomson Press Hong Kong Ltd

Welcome to the May issue o

AHCT, the most trusted source o

inormation on what is happening

in Asia-Pacifcs hospitality industry.

Most hotel guests have no idea what really

goes on in the housekeeping department.

And as long as beds are made and amenities

replaced you wouldnt expect them to give it

too much thought.

Whats more surprising is that members o

the management team outside housekeeping

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

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MAlAysiAn AssociATion

of hoTels

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hong Kong

HONG KONG

Thomson Press Hong Kong Limited/Media Transasia Limited

Room 1205-6, 12/F, Hollywood Centre,

233 Hollywood Road, Sheung Wan, Hong KongTel: +(852) 2851 7068, 2815 9111Fax: +(852) 2851 1933, 2581 9531

Email: [email protected]: Mr Daniel Creffield

AUSTRALIA

Mass Media PublicitasLevel 9, 215-217 Clarence Street

Sydney NSW 2000 Australia

Tel: + 61 2 9252 3476 Fax: +61 2 9251 3726Email: [email protected]

Contact: Mr Charlton DSilva

INDIAMedia Transasia (India) Ltd

323 Phase IV, Udyog Vihar, Gurgaon - 122016 (Haryana)Tel: +91 (0) 124 4759500 Fax: +91 (0) 11 26867641

Email: [email protected]: Mr Xavier Collaco

Media Transasia (India) Ltd

1, A & B, Diamond House, 35th Road,Linking Road, Bandra West, Mumbai - 400 050

Tel: 91 22 26053702-06 Fax: 91 22 26053702-06Email: [email protected]

Contact: Mr. Xavier Collaco

THAILAND

Media Transasia Thailand Ltd14/F, Ocean Tower II, 75/10 Soi Wattana,

Sukhumvit Soi 21, Asoke Road, Klongtoey,

Prakanong, Bangkok 10110, ThailandTel: +66 2 204 2370 Fax: +66 2 204 2391

Email: [email protected]: Mr Gaurav Kumar

UNITED KINGDOM

The Powers Turner GroupGordon House, Greencoat Place

London SW1P 1PH, United KingdomTel: +44 (0) 20 7592 8300 Fax: +44 (0) 20 7592 8301

Contact: Mr Chris Morgan

USARiverside Media

159 Main Street, 2nd Floor, Lake Placid,NY 12946, USA

Tel: +1 518 523 4794 Fax: +1 518 523 4708Email: [email protected]

Contact: Ms Christina Eccleston

Marston Webb International60 Madison Avenue, Suite 1011,

New York, NY 10010, USA

Tel: +1 212 684 6601 Fax: +1 212 725 4708Telex: (023) 420773 BRANINT

Contact: Ms Madlene Olson

ITALYEdiconsult Internazionale s.r.l.

Piazza Fontane Marose, 3-16123 GenovaTel: +39 010 583684 Fax: +39 010 566578

Email: [email protected]: Mr Vittorio Negrone

JAPAN

Echo Japan CorporationGrande Maison Rm 303,

2-2 Kudan-kita 1-chome,Chiyoda-ku, Tokyo 102-0073

Tel: +81 3 3234 2064 Fax: +81 3 3263 5065Email: [email protected]

Contact: Mr Ted Asoshina

MALAYSIAPublicitas International Sdn Bhd.

S 105, 2nd Floor, CentrepointLebuh Bandar Utama, Bandar Utama

47800 Petaling Jaya, Selangor, Malaysia.Tel : 603 7729 6923

Fax : 603 7729 7115

Email: [email protected]: Ms Shallie Cheng

are oten similarly ignorant about daily

operations within what many consider the

toughest job at most properties.

Our management eature on page 12 looks

at the huge housekeeping operation behind the

scenes at Macaus Sands Cotai Central and we

talk to some o the people working within this

dynamic sector.

Also this issue salmon , unio rms,

customer relationship management and much

more.

EDITORDaniel Crefeld

DESIGN bY

Koon Ming [email protected]

CONTRIbTORSDon GasperZara HornerRebecca LoJane Ram

Michael Taylor

ASSOCIATE PbLISHERSharon Knowler

[email protected]

CIRCLATION ExECTIvEBecky Chau

[email protected]

CHAIRMANJS Uberoi

DIRECTORGaurav Kumar

endoRseMenTs

We nee d to hea r ro m hosp ita lit y

proessionals about the constant developments

in the industry, good or bad, so please do

send your comments and suggestions in to:

[email protected]

E d i t o r s M E s s a g E

AHCT Ma 2013 3


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CLINARY42 Bulgarian trues; Fairtrade coee;

delicious choux

MANAGEMENT12 Housekeeping its a tough job ...

MARKET REPORT16 Japans industry continues to

consolidate post 2011

NEWSINDSTRYA historic reopening in Christchurch;

happenings in the world o cheese,

chocolate and oysters; a signifcant

anniversary or Hilton

PRODCT0 Classy outdoor urniture rom Spain;

eclectic carpet collection; quantum

energy textiles

JNE

Investment opportunities India POS Condiments Flavourings and syrups Buet equipment Gym equipment

July

Integrated resorts Philippines Cloud computing Swimming pool design Cheese Fruit juice In-room amenities Knives

CONTENTSV o l u m e 3 8 M a y 2 0 1 3

TECHNOLOGY18 Harnessing the power o CRM

DESIGN20 Whys theres more to hotel

lounges than just lounging around

FOOD26 Salmon catching on in Asia

36

20

DRINK32 A reappraisal o Caliornian wine

EQIPMENT30 The changing role o the minibar

36 Uniorms the hardest-working

member o the team

Fresh take on uniorms

NowoniPadAvaa App str

Adertisers IndeADA 21

Alpha International 35

Anuga 29

Athena Tableware 9

Bartech 31

Boncae IFC

Che Works 39

Global Che 37

HOFEX 47

Hosair 45

Italian Trade Commission OBC

M.Schaerer 23

Pevonia 14 & 15

Restaurant & Bar IBC

Saemark 27

Scottish Development International 24 & 25

Turning design on its head

EvENTS AND ExHIbITIONS46 Events calendar

48 Gulood reviewed

INTERvIEW49 Mandarin Oriental Macaus

executive che Dominique Bugnand

50 APPOINTMENTSWhos moving where

CoverphotographScottishEnterprise

AHCT Ma 2013 AHCT Ma 2013 5


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A recent cutting and cooking seminarby chef Eddy Leung of Chef Studioby Eddy in Hong Kong attracted a lotof attention to the quality of Canadianbeef.

Featuring four top Canadian beefcuts top blade muscle, chuck eye roll,striploin and prime rib the seminarconcentrated on imaginative ways ofpreparation.

Chef Leung explained that wokfrying can make top blade muscle verytender once the connective tissue in the

Hilton Worldwide is celebrating its 25thanniversary in China with an expansionprogramme aiming to grow from 32properties with 12,000 rooms to 150with 55,000.

In addition to its Waldorf Astoria,Conrad, Hilton Hotels & Resorts andDoubleTree by Hilton brands, the groupintroduced Hilton Garden Inn to Chinathis year.

As one of the rst internationalhotel chains to enter China, Hilton

Hong Kongs long-awaited seaside hotel Auberge Discovery Bay is due to befully operational this June.

With 325 rooms, substantial meetingand exhibition space, a spa and awedding chapel, the hotel is unique inHong Kong, not least for its location in alargely residential community on LantauIsland.

Alfresco dining with a wide array ofpan-Asian and international cuisines isavailable at Caf Bord de Mer, the hotelssignature restaurant complete with aspectacular oceanfront terrace.

Getting Vivienne Tam to design thefan for the new Mandarin OrientalGuangzhou was both an obvious andan inspired choice.

The Guangzhou native is one ofthe worlds most recognised fashiondesigners, and she sourced thedesign from her own fabric collection,intending it to represent the citysabundant and diversied offerings.

I am proud to design this fan forMandarin Oriental because I feel likeI am part of the Mandarin Orientalfamily, said the 55-year-old style guru

Encore!Regent Beijing hosted living legend JulioIglesias one of the worlds top ten best-selling recording artists of all time lastmonth. Returning to China after almost20 years, Julio was invited to a pressconference to receive two historic awardspresented by Chinese pianist, Lang Lang.

To honour his extraordinary careerin music marked by global successand no.1 hits in a record number oflanguages Lang Lang presentedJulio with the First & Most PopularInternational Artist in China Award fromSony Music Entertainment, and theGuinness World Record for Best-SellingMale Latin Artist, for his more than 300million global record sales.

Delicious!Imaginatively jumping on the popularityof the current number one downloadedgame for smartphones and on Facebook,Hong Kong eaterie and bar The SaltedPig has named one of its new cocktailsCandy Crush. One of a trio of rum-basedsummer cocktails, each a massive twolitres and served in sh bowls, the othertwo are called Super Hurricane andfreaking Mai Tai. It remains to be s eenwhether Candy Crush (the drink) is asaddictive as its colourful namesake.

centre is removed, and that he wants torevive the once popular method of pan-roasting portioned prime rib.

We chose these cuts because theyare of high quality and showcase theadvantages of Canada Beef: excellentmarbling, rm muscle texture, avourfuland tender meat, explained StephanieDai, senior China director of Canada BeefInternational Institute.

Chef Leung created ve recipesfor tasting at the seminar: wok-friedCanadian top blade muscle, CanadianSterling Silver chuck steak sandwich,smoked Canadian Sterling Silver striploinwith mushroom coulis, pan-roasted

Canadian Angus Pride export rib with lilybulb salad, and roasted Canadian Anguspride export rib with natural jus.

who was brought up in Hong Kong.Each Mandarin Oriental hotel

is distinguished by its own uniquefan, a symbol of its oriental culturethat embodies the groups luxuriousimage, while also being reective ofeach hotels local charm.

We are honoured that iconicdesigner and Mandarin Orientalfan Vivienne Tam agreed to designthe beautiful fan for this landmarkproperty, said A ndrew Hirst,Mandarin Orientals operationsdirector for Asia.

For evening cruises and cocktailsoirees, The Bounty, Hong Kongs onlyEuropean tall ship, offers the perfectopportunity to unwind.

Auberge Discovery Bay HongKong is truly a unique hideaway retreat,both part of Hong Kong and yet worldsaway from the bustle of Central, saidAnne Buseld, general manager. Wehope to offer guests the best of bothworlds in a stunning, natural setting,while adding an exciting new dimensionto the very special community in whichwe operate.

Hilton celebrates its Chinesequarter century

Worldwide has been serving Chineseguests for a quarter century, said BruceMcKenzie, Hiltons senior vice president foroperations in Greater China and Mongolia.

Having trained some 13,000 staff inGreater China, and by cooperating withmany top tourism management schools,Hilton has made a signicant contributionto the hospitality industry. Last year HiltonWorldwide was recognised by Zhaopin.comand Peking University as a 2012 top 30Best Employer.

A new discovery

Fan designed by a anCandyCrush

HiltonShanghai

Canadian bee is a cut above

n d u s t r y n E w s

AHCT Ma 2013

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AHCT Ma 2013 7


5/27

Four renowned cheese makers werethe stars of the show at the Hong KongInternational Cheese Festival held atHullett House and Armani/Aqua recently.

Philippe Marchand from Francebrought a selection of traditional anduniquely modern cheese; Pierre Gayexhibited a wonderful selection ofcheeses garnered from his travelsaround Italy; Ren Koelman from TheNetherlands showcased exquisite

Dorsett Hospitality International hasformalised its exclusive partnership withDiamond Resorts International.

Winnie Chiu, president andexecutive director of Dorsett HospitalityInternational said: Whilst we continue topursue our Chinese Wallet strategy, wealso believe it is important to also focuson market segments in other continents.Through this afliation, Dorsett will beable to strengthen and expand its brandpresence at a faster pace as well as toincrease the arrivals of US and Europetravellers into Hong Kong, by tapping intoDiamond Resorts Internationals existing

Sweet tasteo victoryParis is calling for two chefs AustralianDeniz Karaca and Lei Fu Veng fromMacau who will be competing at theWorld Chocolate Masters this October.

Karaca, who is a pastry chef withEpicure Group in Melbourne, won rstplace at the competitions Asia-Pacicround, while Lei, who works at WynnHotel, came second.

The World Chocolate Masters isan initiative by three leading gourmetchocolate brands Callebaut, CacaoBarry and Carma.

The winner of the Japan segment

Akihiro Kakimoto will also be competingin the French capital this autumn.

Visitors to Christchurch will be able tosee the rebuild of the city from its very

heart now the Rendezvous Hotel hasreopened.

The Rendezvous Hotel Christchurchhas 171 guest rooms and occupieslevels 4 to 15 of the Pacic Towerbuilding on Gloucester Street, oppositerecently refurbished New Regent Street.

The hotel which reopened onMay 1 was closed to the public in thewake of the February 2011 earthquake.

General manager Brad Watts saidstaff are excited about the hotelsreopening and looking forward towelcoming guests again.

ShuckingmarvellousHong Kongs top chefs went head-to-head for the top prize in the Hong KongOyster Shucking Championship 2013, co-organised by Cafe Deco and WorldwideSeafood. Held successfully at Cafe Decolast April, 25 talented chefs impressed thejudges with their speed and techniques toshuck the nest Irish rock oysters.

After seven gruelling heats, the nalresults were:

Overall champion: Terry Ho Kai Tung ofCaf Express of Hotel Panorama;

1st runner-up: Li Shu Kit of TheExcelsior, Hong Kong;

2nd runner-up: Li Ka Yui of CafeExpress, Hotel Panorama.

Guests unwound after the excitementwith an ocean-friendly seafood buffetpaired with what else? a Guinness.

farmhouse Dutch speciality cheesesincluding Remeker Puur; and Tricia Beyfrom Scotland, the festivals only femalecheese maker, delighted visitors with hersignature Barwheys Cheddar, a rich hardcheese with long and complex avours.

Master classes, gourmet cheesepairing dinners and a European-stylecheese market were held during thethree-day fest, which showcased a totalof 120 artisanal cheeses.

Blessed are thecheese makers

The hotel is looking fantastic andwere thrilled to be in a position toreopen and again provide high qualityaccommodation within the city centre forpeople visiting either for business or forleisure, Watts said.

Eric Teng, CEO of RendezvousHospitality Group said: We are delightedto be able to welcome guests back.

Christchurch is on track to be one ofthe best small cities in the world and weare pleased to be part of that.

All of our hotels work harder to providesuperior value to each guest and we areexcited to be able to open the doors ofRendezvous Hotel Christchurch.

A historic reopening

network of nearly 1.4 million owners,members and guests.

Dorsetts rst hotel in Singaporesoft opened last March. Dorsett GrandChengdu and Dorsett Tsuen Wan arescheduled to open by the end of thisyear. In 2014, Silka Tsuen Wan, HongKong and Dorsett Grand Zhuji as wellas Dorsett Zhongshan are expectedto commence operation. The groupsrst venture beyond Asia is the DorsettShepherds Bush in London which isexpected to be operational in 2014, to befollowed by Dorsett City, London locatedat Aldgate in 2015.

Diamond deal-making

LeiFuVeng


AHCT Ma 2013


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A naturalvenue orskinny dippingBanyan Tree Hotels and Resorts is set tobe the rst international hotel operator tolaunch a hot spring resort in Chongqing,China, embracing the natural healingwaters of the North Hot Springs. BanyanTree Chongqing Beibei will open to gueststhis summer and each of its 107 suitesand villas will feature private hot springpools so guests can enjoy the watershealing benets in privacy and comfort.The extensive Banyan Tree spa will alsooffer seven different outdoor and indoor hotspring pools.

Catalandining comes

to Hong KongCatalunya Hong Kong, sister restaurantto Catalunya Singapore, has opened inMorrisson Hill, the citys newest diningdistrict.

The restaurant is helmed by chefAlain Devahive Tolosa, while the generalmanager is Pol Porello, both of whomare veterans of elBulli, which was votedworlds Best Restaurant ve yearsrunning.

Catalunyas menu will includesignature favourites such as Segovia-style roasted suckling pig, while the winelist features celebrated labels like AllendeCalvario 2006.

An Asia-Pacic survey by Amadeushas highlighted that cross-selling add-on services are key to ensuring travelagents attract and retain customerswho are pre-booking hotel rooms.

The survey found that airporttransfers and sightseeing toursrepresent the biggest cross-sellingopportunities, with travel agentsincreasingly offering to help travellersrent cars, purchase concert tickets,make dinner reservations and even buymetro passes.

Archipelago, formerly known as AstonInternational, unveiled a new self-styled superior select-service hotelbrand in October 2012, promising ahip and new range of properties,which provide a light-lled, visi tor-friendly atmosphere. The rst of theseproperties recently opened its doors inJakarta and has now been followed byBalis rst NEO; the Hotel NEO Legian Jelantik.

Catering for predominantly younginternational and domestic guests, thenew NEO features 101 ultra-modernrooms with a full set of amenities andfacilities while maintaining its credo

Hip and happeningthat well-designed hotels do notneed to be costly.

Archipelago plans to open a thirdNEO in the heart of Jakartas Blok Mand a further three in mid-summer,one in Jakarta and two more inBali. By 2014 the new brand willlaunch several more hotels in Baliand Jakarta and celebrate its arrivalin other Indonesian cities such asBandung, Medan, Palangkaraya,Samarinda and Solo. The newproperties will feature between 90and 130 rooms, eclectic all-daynoodle cafes and will be completelysmoke free.

Ten outo ten inThailandInterContinental Hotels Group (IHG)recently opened Holiday Inn BangkokSukhumvit 22. This is the companysthird Holiday Inn in the city and its tenthin Thailand.

The 29-storey tower overlooksBangkoks Benjasiri Park and contains300 guest rooms and luxury suitesnestled along the citys famousSukhumvit Road. One of the citys mostvibrant locations, it is close to the cityslargest shopping centres and mainbusiness district.

General manager Harry Thaliwalsaid: We are committed to ensuring thatguests at the new Holiday Inn BangkokSukhumvit 22 whether they are herefor business or leisure will enjoy a trulywelcoming and comfortable stay. We

are looking forward to a busy openingperiod.

Shantha De Silva, director ofoperations, Southeast Asia added:Every year millions of travellers stay atHoliday Inn hotels around the world. Wecontinue to cement the brands presencein Thailand and have now reached amilestone with ten Holiday Inn hotels inthe country.

The hotels opening brings thenumber of IHG hotels in Thailand to 17.There are more than 1,200 Holiday Innhotels around the world and over 240more in the pipeline due to open over thenext three to ve years.

GTA signswith JinJiangAs Chinas popularity as a destinationcontinues to grow, global travelwholesaler GTA has signed a newpartnership with Jin Jiang InternationalHotels to offer 20 three, four and ve-star accommodation options throughoutShanghai.

The deal means grater choice forbusinesses selling accommodation andtravel in one of Chinas most populardestinations, and should bring more ofthe worlds travellers to stay at Jin Jiangproperties.

Martin Jones, GTAs vice presidentfor sourcing Asia-Pacic said: GTAmakes it easy for hoteliers like Jin JiangInternational to successfully market and

Striking goldRosedale Kowloon Hotel in Hong Kong hasbeen awarded one of the highest green buildingsustainability certications, the Leadership inEnergy and Environmental Design (LEED) NewConstruction Gold Certication from the UnitedStates Green Building Council.

This certication is the second tohighest certication level attainable in theLEED certication system, and representsan internationally recognised distinguisheddedication to sustainable design and operation.

The 27-storey hotel opened in 2012 andwas developed by Rosedale Hotel Group, inconjunction with green building engineeringconsultants, BEE Inc.

sell their rooms to even more consumersworldwide.

Our technology, privilegedrelationships and wealth of experiencemeans travel businesses trust us to

help them prot. As demand for fullyindependent travel to and within Asiaincreases, travel sellers around the worldwill surely welcome this new partnershipand our ever-expanding portfolio ofhotels throughout China and beyond.

Happy about cross-sellingThe purpose of the survey was to

examine travel agents and travellersperspectives on the hotel selectionand booking process.

The comprehensive hoteldistribution survey was the largestever conducted by Amadeus in Asia-Pacic and examined the views ofmore than 1,047 travel agents acrossnine countries in the region: Australia,China, India, Japan, Malaysia, NewZealand, Philippines, Taiwan andThailand.


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Public area is very big team,

maintaining ront o house and

back o house and cleaning the

internal public areas. Each individual

area has its own manager; while Conrad

and Holiday Inn have assistant directors

o housekeeping, who manage day-to-

day operations. Tere is also an executive

housekeeper, who manages day-to-day

public area operations while wardrobe and

oral departments have similar executive

managers. Tese people all have assistants,

supervisors and then rank and fle support

mechanism in place.

Its thereore very important to have

the right structure in place. Within that

structure it is essential to set standards and

guidelines so that everyone knows what is

expected o them.

Another critical component is trainingso everyone is confdent and competent in

what they are doing.

Tat is the basic oundation once that

is in place the operation needs to run like

a machine every day the systems, tools

and equipment in place so everyone k nows

what they are doing. I know that sounds a

bit impersonal!

But while these systems are crucial in

order or operations to run eciently, it is

a people business rom top to bottom. At

briefngs I tell people to be kind and treat

each other with courtesy and respect. We

take care in our working environment so

people are happy in what they do this

reects in the service they supply to guests.

It shouldnt be robotic but must be genuine,

as guests need to see people are comortable

in what they are doing.

here are speciic challenges in an

integrated resort which put a dierent

perspective on hotel operations where

its not uncommon to be running 100%

occupancy, with 100% in, 100% out

every day.

Daily operations are thereore

compressed into a much tighter timerame

than you would expect in a corporate hotel

environment. In this environment you oten

have a six-hour time period rather than a

eight-10 hour period. Guests tend to check

out around 12 noon rather than 89am

when you would already expect youd be

able to clean a signifcant number o rooms.

Its time consuming and impacts onlaundry cleaning, which we outsource. Te

logistics in ensuring we have sucient linen

in circulation is another challenge in this

environment.

I oten tell people that we perorm at

least one miracle a day!

he sheer scale is what makes this

demanding were dealing with a luxury

brand and a very good Holiday Inn so

getting the brand standards right is always

going to be challenging. As well as the two

dierent brands there are two dierent guest

satisaction programmes and two quality

assurance audits.

Te last audits were in November last

Dina Angelucci is one of hospitalitys unsungheroes, keeping an enormous housekeepingoperation running behind the scenes at MacausSands Cotai Central. She is responsible foroverseeing teams at Conrad Macao Cotai Centraland Holiday Inn Macao Cotai Central hotels andwardrobe (uniforms) and public areas for theentire resort (not including the new 3,896-roomSheraton Macao). The oral team is also under herremit. Across the department she has more than

900 people on her team. Its a big job. Angelucci,who began her career as a room attendant,describes her role to Daniel Crefeld

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year and Conrad housekeeping scored 100%

and Holiday Inn scored 98.99% which was

incredible these are the two largest hotels

in the world or their respective brands, so to

score those sort o results in an environment

where we are running these kinds o high

occupancy rate was a big wow moment or

the hotel and me personally.

We were the frst Conrad to achieve that

or a post-opening quality audit. Te next

audit was six months later and we scored

100% again again pretty unprecedented.

Tat set the benchmark expectation is now

very high, as you would imagine!

But its not me or the GM achieving

these results its the team. Im not making

beds or scrubbing toilets although I have

done that in my time! My role is to make

sure we have all the tools, systems and

processes in place.My secrets? Tere are a couple o things I

have been doing or a number o years. I can

be very tough but very air and reasonable

when push comes to shove you have to be

tough sometimes.

Its actually something I dont do, rather

than something I do I dont micro-manage

the managers. I give them the autonomy to

get on with the job themselves. I have very

competent, experienced people in their areas

and they know what they need to do i

you recruit the right people you can then

have confdence in their skills. Its essential

to let them know you trust them to be able

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a r k E t r E p o r t

6 AHCT Ma 2013

M a r k E t r E p o r t

AHCT Ma 2013 17

in Japan, meanwhile, is also on the rise.

Tere has been a tremendous upward

shit in the level o business that okyo is

seeing due to business confdence in Japan,

Narayan says. Abenomics, as it is being

termed (the economic policies advocated

by Shinz Abe, the prime minister), has led

to occupancies in the city rising as much as20% to 30% at many hotels over the last two

months, and there is now great potential or

rates to start rising quickly as well.

Changing landscapeTe Japanese capital has also seen a massive

inux o multinational chains over the last

decade, and this is altering the ace o the

citys hospitality industry.

In the last 10 years okyo has changed

rom being dominated by Japanese hotels

and chains to now having a plethora o

international chain hotels that have entered

the market, especially in the fve-star deluxe

category or example, Ritz-Carlton,

Mandarin Oriental, Peninsula, Grand

Hyatt, Conrad, Narayan says, adding that

the arrival o these multinational brands

is having a spillover eect on the product

and service style o the hotels that Japanese

companies are building and renovating.

You can see it in the renovation o the

Capitol Hotel okyo, which has been rebuilt

with international styling, Narayan adds.As a result, more than 50% o its guests are

now rom other countries.

According to Dan Nakamura, Visit

Japan ambassador and ormer chairman o

the Royal Park Hotel, a member o Summit

Hotels & Resorts, there has been a large

increase in the number o arrivals rom other

parts o Asia, which now account or 60%

o visitors to Japan.

Last year, the biggest number came

rom Korea, ollowed closely by China and

aiwan, Nakamura says. Tere also seems

to be an increasing number o visitors rom

Tailand, Indonesia, Malaysia and Vietnam.

Te demographics are generally well mixed,

with more people below middle age.

Suguru Hirose, director o global sales

at Palace Hotel okyo, says that some global

bodies appear to be rallying around Japan

ollowing the triple tragedies that beset the

country in 2011.

Tey seem to be purposeully choosing

Japan as their country o choice or hosting

major international summits and meetings,and that generosity o spirit and support has

very much been elt here in Japan, Hirose

says. For example, the World ravel &

ourism Council chose to hold its annual

Global Summit in Sendai, which was the

area most devastated by the tsunami, and

in okyo last spring, less than a year ater

the earthquake.

Political factorsI Japans challenges in 2011 were largely due

to acts o nature, politics were at centre stage

in 2012, with territorial disputes with Korea

and China causing signifcant i temporary

dips in the number o leisure travellers

rom the two countries. Business travel,

Tokyo is shedding its pricey image asmultinationals move in and employees takecommand of their careers, writes Michael Taylor

Back inbusiness

What a dierence a decade makes!

en years ago, hotels in

okyo had the highest room

rates in Asia. Now the average cost o one

night is less than that o hotels in some o

the Japanese capitals key regional rivals. Its

not that Japanese hotels have become less

expensive. Teir pricing has remained stablewhile it has risen in other parts o the region.

With rates being relatively stagnant

over the last 10 years, Japan has gone rom

having the highest average room rate in

Asia to now being substantially lower than

Singapore and Hong Kong, says Ananya

Narayan, executive vice president, Asia

Pacifc, Middle East and Arica, Preerred

Hotel Group.

Another actor aecting room rates is the

alling yen, which Narayan says depreciated

25% during the frst quarter o 2013, and is

having a positive impact on business rom

overseas. While prices might be steady in

terms o the yen, they have dropped when

calculated in oreign currencies. Confdence

however, was not signifcantly aected.

An e ven bigger challenge, according

to Jens Moesker, general manager at the

Shangri-La hotel, okyo, is a seismic shit

in attitudes toward employment.

Younger Japanese employees want a

career path, Moesker says. Tey expect

a promotion. Tey want to be engaged in

their career planning. Te whole concept o

lie-long employment has changed.

In response, the hotel is going to

start changing the way it oers training

programmes.

We used to tell them who needed to

attend what, Moesker says. Now it will be

la carte. We will tell them what is available,

Japan has gone from having thehighest average room rate in Asia tonow being substantially lower thanSingapore and Hong Kong

Ananya Narayan, Preferred Hotel Group

w Ptr carma tk vr

a ra maar at t AnA

itrctta Tk 2012, 40%

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Pay-in executive lounge boosts room revenue

and they can decide what they want to take.

According to Peter Carmichael, general

manager at ANA InterContinental okyo,

2012 was the fth best year in the hotels

26-year history, with the best yet to come.

From the perspective o an international

hotel, anything more than 70% occupancy

and youre doing back ips in the lobby; were

running north o 80%, Carmichael says.

Weve had a long-term strategy o

liting our rates. With eective revenue

management, eective utilisation o our

meeting and convention space, and some

cost-saving initiatives that did not aect

our customers, we expect 2013 to be our

best year ever in terms o proftability.

CapitolHotelTokyumainlobby

Thefallingyenishaving

apositiveimpactonbusinessfromoverseassaysAnanyaNarayanofPreferredHotelGroup

VisitJapanambassador

DanNakamurasaysthatalargeincreaseinthenumberofarrivals

fromotherpartsofAsianowaccountfor60%ofvisitorstoJapan

PalaceHotelTokyo


10/27

In todays competitive hospitality

industry, Customer Relationship

Management (CRM) is crucial. Hotels

need to have a deep knowledge o their

customers needs, behaviour and preerences

in order to deliver the services they want,

sometimes even beore the guest knows

they want it.

While a large number o big hotel chains

have individually developed proprietary

CRM systems, many small and medium-

sized hotel chains still do not have a clear

strategy on how to implement a CRM

solution, according to Richard Wiegmann,

managing director o rust International, a

well known supplier o CRM systems.

However, the awareness or the necessity

o targeted and segmented marketing

campaigns is increasing in the industry,

he says. More hoteliers are adopting an

integrated CRM solution as the prerequisite

or a new approach in marketing activities.

Shayne Paddock, CIO o ZDirect,

a global provider o eCRM (electronic

CRM) services to the global hospitality

industry, says that to convince hoteliers o

the advantages o targeted marketing via

CRM he asks them what they would preer

to receive, an oer personalised or them

with the type o activities they enjoy, or an

obviously generic email sent to all the guests.

Our experience has shown that targeted

campaigns outperorm generic campaigns

in the only metric that matters, revenue.

Wieg mann says that know ing and

understanding the customer is becoming

critical or hotels and a main dierentiator

in the competing hotel market. It is not

simply a question o investing in a new

system; it is also necessary to allocate

resources to oversee the evolution o the

CRM strategy and administer/monitor the

profle management and data quality.

A sophisticatedbusiness processCRM technology helps the hotel and

the hotel group accumulate valuable

inormation in order to service the guest

better. It oers the unique opportunity to

aggregate the combined inormation rom

all distribution channels as it can integrate

data rom PMS, CRS, IDS and GDS and

allows hotels and hotel chains to consolidate

their yield strategy. Marketing campaigns or

loyalty programmes can easily be conducted,

since this provides an extremely ecient

way o keeping data in sync and up-to-date.

he major challenge o gathering

massive volumes o data, exchanging, and

matching o records between the hotel

and head oce databases has become a

sophisticated business process, Wiegmann

says.

With the late st CRM tech nolo gy,

databases can be synchronised and guest

data across the hoteliers PMS and CRS

systems can be combined. In this way

hoteliers can analyse data rom online

guest preerence portals, loyalty and guest

recognition programmes or improved

overall proile quality, analysis o guest

behaviour and business trends to run

powerul marketing campaigns.

One has to keep in mind that CRM

is much more than just an email marketing

system! notes Wiegmann. While the

purpose o customer relations management

itsel hasnt changed much over the last

decade, the technology behind it has evolved

dramatically, he says.

Paddock agrees: Te core concepts o

CRM havent changed but the available

channels to reach guests are constantly

changing, he says. At ZDirect we ocus on

eCRM. Our ocus is on maximising guest

revenue through dynamic guest marketing

and communication. We reach the gueststhrough as many electronic channels as

possible whether its email marketing, guest

satisaction surveys, social media or mobile.

Social media and CRMAll the major players in the CRM area are

united in saying that the use o social media

is currently one o the most noteworthy

trends.

Social media is growing as a successul

channel to reach guests, says Paddock,

noting that guests expect to tweet the hotel

when they have an issue, but to also brag

about the property when the experience has

been positive.

he current trend, according to

Wiegmann , is the integr ation o CRM

inormation about guests with social

media activities. Marketing departments

are enriching CRM proile data with

inormation rom guests social media

profles allowing them to run specifc social

media marketing campaigns, including

rewarding shares and likes. Combining

a proven and highly exible CRM solutionwith the CRS, the PMS, an d d ata rom

other third-party channels is a must in order

to stay at the oreront o ones competition.

I believe the widespread adoption o

social media will help us raise the bar even

higher in this area in the coming year,

Wiegmann says.

MJ Crabbe-Barberis is global CRM

marketing director at Inor, a US company

that supplies sotware to several industries,

including hospitality. She too is convinced

that data rom social media must be

incorporated into the picture.

Its not just the guest interacting with

the resort, its the guest interacting with

the resort and being very communicative

about their lie event with riends via social

networks, she says.

Our latest thinking as it relates to

that business dilemma is that organisations

need to consolidate the views o the guests,

including relevant social media data,

into one centralised place in order to be

successul being proactive about direct

personalised responses enhances the guest

experience and maximises property revenue.

It is very challenging to try and do it

haphazardly channel by channel any more.

Rather you need to connect and coordinate

all channels, including the emotive ones.

Tere is a recognition and desire or

organisations to bring all o the social

channels together and to ind ways to

analyse those data, but there is not a

tremendous movement orward yet to do

these things because o complexity and

conusion on where do I start?

With Ino r, Crab be-B arbe ris says,

properties can manage and analyse all o

this rom one central place rom email to

social to direct as well as access the data

in real-time.Mukund Mohan, Inors vice president

or product strategy, hospitality, predicts

that over the next ew years hospitality

companies will urther the use o social

CRM and real-time marketing to leverage

social media as a communications channel

and in the process bring ee ctiveness to the

social media presence via channels such as:

Te use o witter Te property will

motivate guests to sign up to ollow it

on witter via a promotional reebie

some type o bonus, such as a ree

appetiser at the bar. Ten the property

will be able to leverage the private tweet

unctionality to send out tweets on

oers and promotions to the guests.

The primary intention of CustomerRelationship Management is to createcustomer retention and loyalty. Don Gasperlooks at the current state of the CRMindustry and how it is evolving

he leveraging o the like/ollowoptions o Facebook and witter to

make more targeted oers to guests.

Sending oers/deals to the guests via

social channels is more eective than

using email as emails traditionally end

up as spam, Mohan says.

He also predicts that hospitality

companies will send real-time oers and

promotions to guests mobile devices via

apps, i.e. real time messaging or social

engagements to recommend oers, special

discounts, replies, web links to visit, etc.

Building loyaltythrough CRM

Personal service and eective delivery

o promises by a hotelier builds guest

loyalty, says Wiegmann. In addi tion, it is

necessary or a hotel chain to know requent

guests spending patterns so it can use this

inormation to optimise marketing activities

and promote relevant oerings to targeted

groups o guests. A loyalty programme that

rewards requent guests o the hotel groupand takes advantage o their passion or

collecting points completes the picture.

Crabbe-Barberis says CRM systems

can aid in creating a lielong personalised

relationship through a stream o connected

communications and interactions that are

balanced and tailored to each specifc guest.

Loyalty systems traditionally have

rewarded guests or the stay, notes Paddock.

Tey need to start rewarding the guest or

the revenue spent. Tat way guests will have

an incentive to eat in the restaurant, spend

money in the spa or play gol on-property

instead o going o-site or all o those

activities which is such a lost opportunity

or the property.

Keep thecustomer

satisfed

MukundMohanbelievesthatoverthenextfewyearshospitalitycompanieswillfurthertheuseofsocialCRMandreal-timemarketingtoleverage

socialmediaasacommunicationschannel

Experiencehasshownthattargetedcampaignsoutperformgenericcampaignsintheonlymetric

thatmatters,revenue,saysShaynePaddock

MJCrabbe-BarberisCRMsystemscanaidincreatingalifelongpersonalisedrelationship

RichardWiegmannCRMismuchmorethanjustanemailmarketingsystem

t E c h n o l o g y

8 AHCT Ma 2013

t E c h n o l o g y

AHCT Ma 2013 19


11/27

d E s i g n

0 AHCT Ma 2013

Hotel bars enjoy a somewhat risqu reputation. In flms,

they are the usual meeting places or lead characters

to embark on a love aair. In terms o design, public

perception is that dimmer and more intimate is better.

With the bevy o renovated and purpose-built properties in Asia over

the past decade, the hotel bars unction has expanded ar beyond

being merely a spot to hook up over drinks.

odays drinking establishments are almost as varied as hotels

themselves, with some open around the clock to evolve rom cae

to meeting space to casual dining to event venue within an 18-hour

period. Teir design has also ollowed suit, to push the envelopes

where the best have become destination hotspots or the city.

Jean-Marc Dizerens is Shangri-La Internationals director o

corporate ood and beverage, and is involved in the operations side

across all o the Hong Kong-based hotel groups properties.

Hotel bars and loungeshave evolved to become

around-the-clockestablishments where

guests and locals alikecan feel at home, writes

Rebecca Lo

Speaking easy Originally rom Switzerland, he has been with Shangri-La since1999 and witnessed many changes as the brand expanded globally.He sees Shangri-Las bars as places not only or thirsty olks, but alsowhere travellers can connect with amily or work via the internet. In

China, lounges and bars are oten venues or conducting business

and where contracts are signed.Te Chinese travel a lot and have seen a lot, Dizerens says.

Tey have been exposed to the best places in Europe and North

America. Tey know what a good glass o wine tastes like. We need

to react to their high expectations by establishing a philosophy based

on interaction. Te priority i s to make guests eel comortable.

A successul bar is a mix o its design and how the venue is

communicated to the market, Dizerens believes.

At Atmosphere, on the 80th oor o China World Summit

Wing in Beijing, the view is antastic when the citys pollution

doesnt get in the way. As the venue itsel is very new, the challenge

was bringing people rom the ground oor to the bar level. For

Kerry Pudong, the bar there is a brewery. We hired a proessional

Australian brewer who created a beer or the outlet. It was the right

time and right destination or the concept, and a smart, avant garde

move or Kerry Pudong.

TheBrewinKerryShanghai(piccourtesyShangri-LaInternationalbyMichaelWeber)

PhotographycourtesygreyMatters,Shangri-LaHotels&ResortsandThePeninsulaShanghai


12/27

SalondeNinginThePeninsulaShanghai,designedbyHenryLeungofChhadaSiembiedaLeungasuccessfulhotelbarthatisadestinationinitsownright(aboveandbelow)

d E s i g n

2 AHCT Ma 2013

d E s i g n

AHCT Ma 2013 23

Schaerer Ltd., Allmendweg 8, 4528 Zuchwil, Switzerland

T +41 32 681 62 00, F +41 32 681 62 42, [email protected] www.schaerer.com

Tinking bigTe sophisticated Atmosphere, designed by New York-based Adam

ihany, has proven to be a very popular venue that is always packed

despite its relatively large size. Dubai-based Stickman designed Te

Brew to be a contemporary space in keeping with the Kerry brand.It eatures extensive use o natural materials such as wood and an

outdoor terrace to oster a un and lively vibe.

Singapore-based American architect Alan Barr is no stranger

to hotel bar design, as he worked or a number o hospitality

frms including New Yorks zedesign and Blink in Asia prior to

establishing his own company, greyMatters, earlier this year. He

is also a requent traveller who makes ample use o hotel outlets

wherever he is staying, and i s thereore a reliable critic rom both

perspectives.

He points out that as lobby lounges supersede all-day dining

restaurants or amount o time open, careul attention should be

paid to how the space transitions rom day to evening to night.

Unlike a stand-alone drinking establishment, it must cater to

many dierent types o users, Barr states. Te atmosphere not only

needs to complement the hotels attitude, but also needs to change

moods during the long hours o service. oo moody in the daytime

is a turn o and too resh in the evening is equally disturbing to a

guest settling in or a last drink.

Hotel bars o yesteryear were provided as pre and post-

dinner establishments. But today, it has a much wider audience

and expanded hours o service. Te technology all around us hasenabled us to detach rom hard wires and the need to sit at our

desks. Personally, I can set up an oce almost anywhere i I have

power and wif. Spending so much time travelling, I oten use the

hotel lounge or bar as change o scenery rom being stuck in my

room all day preparing or meeti ngs.

Barr cites Salon de Ning in Te Peninsula Shanghai, designed

by Henry Leung o Chhada Siembieda Leung, as an example o a

successul hotel bar that is a destination in its own right.

It is so o the wall and dierent rom anything else available in

the market, he says. It was gutsy o them to put a d esign o that ilk

in such a posh and refned hotel quite a rereshing juxtaposition.

A sense of balanceBarr eels that there are some key ingredients that can help contribute

to a bars success: consistent local guests who use the outlet, its own

entrance and a sense o place. Whether modern, contemporary,

classic or heritage, I eel that there should always be sense o place

that balances the concept and the design the glue that holds the

two together.

Dizerens points out that city hotels and resorts attract dierent

markets, leading to dierent designs or their bars and lounges.

Te biggest dierences are length and purpose o stay, he

states. Guests tend to stay less than two nights in a city hotel and

may go to the bar once or twice ater a long day working. Tey

know what they want, how long they have to spend and what time

they will leave.

A city hotels bar must get the service, dcor and equipment

right or everything to go smoothly. In a resort, guests stay or three

or our nights and want to be oered something dierent when they

go to the bar. Its a great opportunity to interact with them, along

with provide activities to change the atmosphere o the outlet.

While basic needs are similar, guest habits in the two

environments greatly dier, agrees Barr. Do I want to sit upright

or am I looking to lounge horizontally or a ew hours under an

umbrella? Te design must ollow the unction. Many resorts are

trending to have at least one stand-alone F&B outlet on stand aloneo the property. Tis certainly attracts outside guests and gives in-

house guests an option that eels like they arent in a hotel.

A ew projects that I have in development in Bali right now all

have stand-alone outlets. Having the appearance o an independent

drinking establishment aords guest satisaction or those looking

to venture out and keeps the revenue internal to the operation.

Non-resident guests perceive it to be a stand-alone operation. Its a

win or all sides.

osphere,onthe80thoorofChina

SummitWinginBeijing,thechallengeractpeopleupfromthegroundoor

angri-LaInternational)

Jean-MarcDizerensbelievesthatasuccessfulbarisamixof

itsdesignandhowthevenueiscommunicatedtothemarket

AlanBarrcarefulattentionshouldbepaidtohowspacetransitionsfromdaytoeveningtonight


13/27


14/27

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No international buet is complete without smoked

salmon. As a resh item it is as popular in Asian

cuisine as in that o the West. In addition, the craze

or sushi has made raw salmon increasingly sought-

ater worldwide.

Scotlands Loch Fyne started in the early 1970s as a small

company o oyster growers whose guiding principles were

environmental preservation and marine conservation. Despitemassive growth and expansion, that oundation remains the same

today.

We have certainly seen an increase in demand or salmon rom

our Asian customers, says marketing and events manager, Virginia

Sumsion, which would lead to an assumption that it is becoming

more popular, especially smoked salmon at the higher end o the

market, which is where Loch Fyne sits.

All Loch Fyne salmon is armed on the west coast o Scotland

rom fsheries working to criteria laid down by the UK Freedom

Food scheme.

We do not use wild salmon as we regard wild stocks as in

danger o being overfshed and not sustainable as a commercial

ood source, Sumsion points out.

Te principle o sustainability is extremely important to our

company and has been since our beginnings. Our stance on ethical

fshing methods has earned us customers throughout the world.

For Sumsion the overriding criterion or customers is reshness.

Te shorter the time rom harvesting to plate the resher the fsh will

be, thereore ecient and reliable routes to market are important.

Te fsh should have frm esh and little, i any, at. A good

salmon has a sleek torpedo-like shape and minimal at lines visible

in the esh, Sumsion explains.

Under the Freedom Food scheme salmon are grown in nets

or cages which have a large proportion o water to salmon, leaving

plenty o space to swim in to keep ft and healthy. Overstocking

salmon cages can lead to unhealthy, atty fsh.

Scottish Atlantic salmon has the highest reputation or quality,

says Sumsion, adding that there is now a greater understanding that

armed salmon can vary considerably in quality.

Te more discerning customers are certainly getting better

inormed and able to identiy the quality o the salmon they are

looking or.

With salmon stocks vulnerable to climate changes and health

issues, as well as being sensitive to husbandry procedures, Sumsion

says environmental concerns can have a proound eect on supply.

A ew years ago problems in the Chilean salmon industry led

to a all in supply and a rise in demand rom other sources. No-one

involved in the salmon industry can aord to ignore environmental

issues.

On the menuIncreasing awareness o the importance o healthy eating habits is

at the heart o salmons popularity today, according to Hong Kong

Regal Oriental Hotel executive sous che, Ken Chan.

Salmon has always been a staple on hotel menus, but is more

popular than ever because people nowadays are more concerned

about their health, Chan says.

When compared to other meats such as bee, pork or chicken,

salmon is healthier. It contains Omega 3 and other oils that balance

the atty acids in the body.

Chan has always used salmon resh and smoked on his

menus, with very little change over the years.

I like using the belly part as sashimi, and tartar; I like roasting

the head and tail; I use the head and bones or soup; and also deep-

ry the skin.

When buying salmon the frst thing Chan looks or is a good

colour. It has to be shiny red, and with a smooth texture. Te body

The salmon market fresh and smoked is hugelyprotable. Zara Hornerlooks at the latest trends and

environmental issues in the industry

SmokinseafoodPic:LochFyne

CuringatLochFyne

Pic:ScottishEnterprise

F o o d

6 AHCT Ma 2013

F o o d

AHCT Ma 2013 27


15/27

www.anuga.com

Koelnmesse Pte. Ltd. | 152 Beach Road | #25-05 Gateway East

Singapore 189721 | Tel. +65 65006700 | Fax +65 62948403

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Koelnmesse GmbH | Messeplatz 1 | 50679 Kln | Germany

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T A S T E T H E F U T U R E

10 specialized trade shows under one roof

COLOGNE,

05.09.10.2013

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Scottish salmon leaping in to the hearts of Asian food lovers

ExportsofScottishsalmontotheFarEastareatrecord

levels,havingincreasedby1,172%inthelastthreeyears

region, Schwarz says, and is in demand rom virtually every kind

o cuisine represented here, rom Indian and Malay to Japanese and

Chinese restaurants as well as the traditional ood stalls in Singapore.

Te start o Chinese new year could not be without the popular

salmon Loh Hei and salmon sashimi is a must on every buet now.

o highlight this growing demand, Schwarz quotes latest data

rom the Norwegian Seaood Council, which says the value o

exports o Norwegian salmon in the frst quarter o this year totalled

8.2 billion krone (US$1.4 billion).

Tis is an increase o 22% or 1.5 billion krone compared to

the frst quarter o 2012, says Schwarz. In March, exports o

Norwegian salmon totalled 3 billion krone, an increase o 12% or

312 million krone compared to March last year.

Aquacultural advancesAquaculture met hods have developed at a rapid pace over t he

nearly 40 years since it began, with organisations such as the UN

emphasising its importance in supplying demand.

Trough close cooperation between scientists and fsh armers

a growing number o other species are being tested or their ability

to be armed, including cod and halibut, Schwarz explains, adding

that strict health regulations, and close saety monitoring are the

key to continued success and growth o the industry.

Norwegian fsh armers have set side more than US$18 million

annually in addition to state investments to und research and

development, he says.

Salmon are herd animals and do not want to swim alone, so

we ensure there is at least 97.5% o open water volume per pen to

allow the salmon the reedom to grow to ull size in a clean andnatural environment.

Another example o how the Norwegian aquaculture industry

constantly strives to reach new landmarks o environmental

sustainability Schwarz says is through responsible harvesting o

the wild fsh used in salmon eed.

With 75% o the Norwegian salmon sold in Southeast Asia going

to hotels, restaurants and catering, Christian Chramer, regional

director or the Norwegian Seaood Council based in Singapore,

says, For Norway the resh salmon trade is ver y important.

A majority o our resh salmon products are sold to Singapore,

Japan and China and we see a s trengthening o re sh sal es in

countries like Indonesia, Tailand and Malaysia.

Tis has given Norway a head start in the astest growing ast

ood trend in the world: sushi and sashimi.

In the early 80s Norwegian armed salmon was imported to

Japan where salmon was o limited use or raw consumption due

to at content. Norwegian salmon took o and today you can fnd

it all over the world and in growing demand.

needs to be sot, the eye colour needs to be sharp.

I preer using Norwegian salmon because its a more oily fsh,

a bigger size and has a better colour, which means its resher a

very important actor.

Chans salmon tartar is fnished with a dill lime dressing, while

he chooses a dill lime and mango dressing to accompany smoked

salmon. Another dish popular with guests is the Japanese-style

salmon steak, which is served with steamed rice and teriyaki sauce.

Down on the farmSalmon arming, or aquaculture, began in Norway in the early

1970s with the cultivation o Atlantic salmon in direct response to

the worlds growing demand or healthy seaood, says Snorre Food

general manager Hugo Ernst Schwarz.

Snorre Food is a seaood importer rom Europes largest

fshing nation, Norway. With a company mission statement which

promotes an internal culture o thinking dierently, the company

now has a wide distribution network across Asia.

Our Norwegian salmon is available throughout the APACSnorreFoodisdistributingitsNorwegiansalmonacrossAsia

Pic:LochFyne

F o o d

8 AHCT Ma 2013


16/27

When the room status is occupied in the hotel property

management system, the minibar will cool to a certain temperature.

When the guest checks out, the cooling stops, until it reaches a

minimum temperature set or vacant rooms, thus cutting energy

consumption dramatically.

Bartech has produced a new 70L double-door minibar with an

automatic charging side and a manual side or the guests personal

use. Korean and Japanese guests particularly appreciate this to store

their own ood and drink, while it is also popular or those who

need to store medications, baby ood and similar items.

Bartech go one step urther with a blue welcome light that is

automatically switched on at check-in. Tis makes the minibar

immediately visible and attractive when the guest [enters] theroom, says marketing director Sophie Longevialle.

Another Bartech innovation is an e -tray that also re gisters

charges automatically when a jar o nuts or similar item is removed.

Tese come in single or double rows and the fnish can be customised

according to the hotels requirements, Longevialle adds. Bartech has

also just launched the NEO Bar with added insulation, which oers

an even lower energy consumption, points out Strijker.

Clear advantageMore and more fve-star hotels are requesting glass door minibars,

says erence Cheng, regional sales manager Lodging Asia Pacifc or

Dometic Group Asia Pacifc. Te company supplies Four Seasons,

Hyatt and Peninsula hotels, among others.

Dometic has also developed an innovative pullout minibar, the

DM 50, with two rerigerated drawers one or miniature bottles

and snacks, the other or bottles and cans. Tis design, which can

be customised to blend in with any dcor, enables the guest to see

all contents at a glance.

Teres a strong case to be made or ree minibars, especially

in small hotels without 24-hour room service, says Zul Rahman,

director o sales and maketing, 137 Pillars House, Chiang Mai.

Te ree mini bar is o course not revenue supporting or the

F&B department and its more like added value to the service. Since

we are oering ree sot drinks and beers rom minibar, guests tend

to drink more expensive wine or liquor rom our bar.

At the Regent Bali, general manager Murray Aitken adopts a

dierent rationale.

Minibars are a drain on any operation in view o manpower,

stock management and upkeep. Nowadays they can rarely be

regarded as a revenue generating cost centre, he says.

Hotels invariably stock items that are not what the guests want

but what they believe the guest will buy. In reality, most guests want

what is down at the local 7-Eleven and are not prepared to pay more

than 20% mark-up. Nowadays, guests needs have changed. Tey

demand ree internet and are prepared to stay elsewhere to get it,

and minibars are usually never opened as they know 90% o the

time they will see old stock items that have been in the ridge or

months and once touched will cost them 300% upwards what they

can get it or i they go outside the hotel and buy it.

So hotels that still eel they need to charge under the old ways

o the minibar are losing their customers aith and loyalty by not

adding value where they can. i.e. as a complimentary amenity. Tis

will never be a high demand item like ree internet, thereore it can be

used merely as a tool to add value, like providing top brand soaps.

Minibar revolutionA decade ago, during his time at Raes Singapore, Aitken took what

was then a revolutionary stand against high minibar prices. He set

a new policy o using popular, recognisable brands that could be

ound at 7-Eleven stores, marked up by only 25%.

We removed miniature spirits altogether and added more

healthy options such as resh juices. Our sales increased immediately

three-old and losses were minimised. oday, I believe the minibar

must be treated as an amenity, like soap, shampoo and toothbrush.

Tis will greatly enhance the overall room value and allow us to

compete in the market against our competitors.

wo new Hong Kong hotels opening this year have contrasting

views about their minibars. At Mira Moon, where a personalised

hotel experience is the ocal point, there will be a complimentaryminibar stocked with local sot drinks and beers and a cocktail

tray with chargeable small bottles o various liquors together with

a shaker and an original recipe that is updated regularly, says Jaly

Lai, director o sales and marketing.

Meanwhile Anne Busfeld, general manager o newly opened

Auberge Discovery Bay in Hong Kong, admits that many hoteliers

ask themselves whether a minibar makes sense when they review

the monthly fnancial perormance.

However, it is a guest expectation and thereore, we balance

o the labour and energy expense to enable us to meet our guests

expectations, she says.

Te hotel has opted or automatic billing using innovative

French brand JVD minibars, which claim to be absolutely silent

as there are no compressors or moving parts. Busfeld says the

minibars will be stocked with organic snacks and drinks as well as

Best Remedy spray and Lavender eye masks.

While the technologycontinues to advance, thethinking behind the role ofthe minibar is also evolving,reportsJane Ram

he minibar concept did not really take o until 1974,

when the then gener al manager o the 840-roo m

Hong Kong Hilton installed rerigerators stocked with

alcoholic and sot drinks in all rooms. A new revenue

stream arrived almost overnight and the minibar became an essential

item in every hotel room around the world.

Recently, however, many hotel markets acing overbuilding,

high levels o competition and declining yield have increasingly

viewed minibars as a fnancial burden. As a result many hotel rooms,

especially in North America and Europe, have no rerigerator, or

just an empty one.

Now the wheel is turning again as new technology and new

thinking combine to give the minibar a new lease o lie. Indel Bhas put considerable resources into the development o their newest

product line: K ECOSMAR. Tese A+++ compressor minibars are

purpose-designed or hotel rooms be ing eco-riendly, money saving

and ultra-quiet, says Sara Berardi, Indel Bs marketing manager.

At the same time minibar design has been overhauled, says the

companys export area manager Far East, North Arica, France,

Matteo Bartolini. Sleek glass doors make the contents more

immediately attractive, enticing guests to eel like having a drink

or a snack.

Automatic technology has become more widely used to save

energy and manpower and pre-empt disputes at checkout time as

to what was or was not consumed. Bartechs Computerised Energy

Saving System decreases energy costs by 50% and can reduce sta

costs by 75%, allowing hotels to reduce power used by their minibars

according to the occupancy status o the room, says Jan Willem

Strijker, Bartechs managing director, Asia Pacifc.

sCvc

BartechC32automaticminibarwithfrostedglassdoorandwelcomelight

Bartechse-trayregisterscharges

automaticallywhenajarofnutsorsimilar

itemisremoved

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purpose-designedforhotelroomsbeingeco-friendly,money-

savingandultra-quiet

DometicsDM50innovativepulloutminibarcanbecustomisedtoblend

inwithanydcor,andenablestheguesttoseeallcontentsataglance

q u i p M E n t

AHCT Ma 2013


17/27

While the wine trade in Asia can

appear divided on the topic

o American fne wine, some

producers have been excelling in the inexact

art o separating the good stu rom the

merely mundane, thus exploding the old

clich that these wines are one-dimensional,

overpriced ruit bombs.

he market l eader by r eg ionis unquestionably Caliornia and the

numbers speak or themselves American

wine exports grew in 20 12 or the thi rd

consecutive year, setting a record o

US$1.43 billion in revenue, according to a

February 2013 report rom the San

Francisco-based Wine Institute, which

noted that 90% o these exports hailed

rom Caliornia.

Volume shi pme nts rea ched 424 .6

million litres (112.2 million cases o wine)

while traction at retail in Asia saw signifcant

growth in China, sales reached US$74

million in 2012, up 18% rom the previous

year, and two emerging markets also saw

notable improvements, with South Korea

up 26% at US$16 million and Vietnam up

22% at US$27 million.

Most o the glamour goes to one

particular area Napa Valley, located a

two-hour drive north o San Francisco. Te

vineyards produce only 4% o all Caliornia

wine rom a total acreage one-eighth the

size o Bordeaux yet the wine i ndustry thereaccounts or one-third o all wine sold in

the US (currently the ourth-biggest wine

producing nation ater France, Italy and

Spain) and exerts an economic impact o

US$13 billion annually.

Napa is most amous or some iconic

names the hyper-expensive Screaming

Eagle (starting at US$750 a bottle) and

Harlan Estate (US$500 a bottle) yet

there are better-known, marginally more

aordable names such as Joseph Phelps

Vineyards, with its agship wine Insignia,

o which 15% o its total production is

exported (a third o this to Asia, with Hong

Kong being the ourth-largest market).

Wine writer and

former California

resident Gerrie

Limsays Asian

sommeliers shouldreconsider Napa

Valley through the

resonance of its new

red wines

The best areas of production can producewines with as much nesse and elegance asother high quality production areas. In acool vintage, telling a good Napa Cabernetfrom a ripe year, left-bank Medoc CruClass can actually be difcult

Fongyee Walker, Dragon Phoenix Wine Consulting

Te cult oCaliornian

Cabernet

he Napa Valley company hit the

jackpot in 2005 when its 2002 vintage o

Insignia was declared Wine o the Year by

Wine Spectator magazine, and the current

2009 release scored 95 points with Robert

Parkers Te Wine Advocate.

Image overhaulWines such as Insignia have helped jettison

the relatively poor image Caliornian wine

once had. Tis is even more so the case now,

given the newer vintages o the so-called

Cult Cabernets, handcrated in small

quantities. One example is a new wine called

Gallica, rom St Helena in Napa Valley,

whose frst vintage was 2007. Te current

release is a 2009 Cabernet Sauvignon, o

which only 407 cases were made.

I am indeed thought o as making

wines that are balanced and restrained,

noted its winemaker, Rosemary Cakebread,

ater reviews praised the wines aromatic

reshness and det inesse. 2009 was a

cool year so its typical o what I strive to

make. Its layered with cardamom, dried

cranberry and black tea, and a pleasure to

drink early because o its ruit intensity but

also designed to age graceully.

New wines such as Gallica are

emblematic o where things are going, since

this 2009 vintage retails in Hong Kong at

HK$1,128 a bottle (US$145).

Tis is a boutique wine, made in smallvolumes and we have a limited allocation,

noted Matthew Aylmer, marketing director

at its importer Kerry Wines in Hong Kong.

Tere was a perception a ew years

ago that Caliornia wines were overpriced

but now, looking at a wine like Gallica

and the general consensus on its quality, I

think the pricing is very good. Our target

customers are people on-trade and our

private customers buying o our website,

and were also looking at small independent

retail stores. We even consider it to be

markedly better than Beringer Private

Reserve.

Competing in that same price bracket

and arguably the collectors benchmark

wine, Beringer Private Reserve has b een

the agship wine o Napa Valleys Beringer

Vineyards or the past 30 ye ars and is a

complex wine blended rom grapes rom

seven separate blocks and produced only in

years o acceptable harvest.

More pleaseDue to high demand and low production,we can never get enough supply, notes

Cress ida Barnes, the wines brand

ambassador or Hong Kong and Macau.

Our ocus has always been to build the

top end o our wines including the Private

Reserve which truly exemplifes the high

quality o Napa Valley. Our marketing

ocus is on letting customers know about

their success, particularly with Robert

Parker having scored every Beringer Private

Reserve Cabernet 90-plus points or the last

15 vintages.

Due to the small size o Napa Valley,

the price points on shel or the better

JosephPhelpsVineyardsexports15%ofitsagshipwineInsignia,

withathirdofthisgoingtoAsia

ImporterWineCulturesaysexportstoChinaofqualityCalifornianwines,suchasitsWaterstone

label,hasgrownby42%

StHelenainNapaValley

d r i n k

2 AHCT Ma 2013

d r i n k

AHCT Ma 2013 33


18/27

quality wines are extremely good value or

money, she adds. We are pleased that our

astest-growing range o Beringer wines

comes rom the Napa Valley and the Knights

Valley in Sonoma, where they are starting

to enjoy a cult ollowing at both retail and

on-premise.

Tere is, in other words, an unequivocal

consensus in terms o their value proposition,

because enjoyment is oten commensurate

with price. Te same has been said or other

such Napa Valley producers (Stags Leap,

Colgin Cellars, and Clos du Val or example)

and this recognition has gradually moved

north o the border.

Te interest in Caliornian wines is

certainly on the increase here, observed

Cli See, managing director in China

o wine importer Wine Culture, whose

Shanghai oce is the exclusive distributor

o two respected Caliornia brands, Bogle

and Waterstone. Given time, I think some

o the cult status brands will no doubt gain

recognition.

He spoke in light o the recent sotening

o the Bordeaux market in China and the

resh respect paid since one year ago, when

it was reported that American wine exports

to China had grown by 42% rom the

previous year.

In February 2012, an Associated Press

report said that lower quality Caliornia

appellation wines have sold well to middle

class consumers in recent years, but the

increasing demand or top quality vintages

is evidence o Chinas growing upper class.

Tis has also quashed the old argument

about overpriced wines.

Mid-priced wines are troublesome

price-wise or all countries and not just the

US, and Caliornia is actually better o

than the Australians, who are now suering

rom bad exchange rates, said Beijing-based

wine educator Fongyee Walker rom Dragon

Phoenix Wine Consulting, ater a recent trip

to Napa Valley.

Most peoples perception o ine

Caliornia wine is ar too simplistic. Te

best areas o production can produce wines

with as much fnesse and elegance as other

high quality production areas. In a cool

vintage, telling a good Napa Cabernet rom

a ripe year, let-bank Medoc Cru Class can

actually be dicult.

ell that to the at cats who persist in

paying the requisite renminbi or their

Chateaux Laite and Latour, hoping to

impress their business associates. For those

appreciative o fne wines with real staying

power, all roads now lead to Caliornia.

RosemaryCakebread,Gallicaownerandwinemaker

NewwinessuchasGallica

areleadingthewayforqualityCalifornianCultCabernets

d r i n k

4 AHCT Ma 2013

ShowcaveMade in France

For a free brochure containing full detail,

please contact:

Alpha International Food Services

909, Chai Wan Industrial City, Phase 2,

70 Wing Tai Road, Chai Wan, Hong Kong.

Tel: (852) 2889 2123 Fax: (852) 2889 1757

http://www.eurocave-alpha.com

Email: [email protected]

Combining high quality, luxury materials,

ShowCave has given the wine cabinet a

facelift. Innovative, with a capacity for 180

bottles, it boasts high-tech features and a

bold design.

Designed to showcase your best vintages,

ShowCave will appeal to both wine

professionals and connoisseurs.

Soluons for merchandising & the service of wineSoluons for merchandising & the service of wine


19/27

q u i p M E n t

AHCT Ma 2013 AHCT Ma 2013 37

designs to merge traditional Tai dress with the sharp lines o

French tailoring.

And its been a hit with the sta. Tey eel proud and happy

with their uniorms. Moreover, all sta also eel their uniorms are

trendy and unique, which they cannot fnd in any other place.

Each sta member is given three styles o their uniorm whichthey may wear as they p reer, without any rules to control them.

All ront o house uniorms have be en designed by Christian

Lacroix; restaurant sta also rotate uniorms designed locally while

sales, marketing and accounting sta do not have uniorms.

We took great care with the production o the uniorms,

hayartsuwan says. he abric was one o the important

considerations as we needed to print the Lacroix designs on the

abric, thereore, we had to choose abric which has a long duration,

and is easy to look ater.

Basic is beautifulWhile some o the most basic uniorms are o course to be ound in

the kitchen, im Grubi, managing director at uniorm manuacturer

Global Che makes the point that ches can be very dierent,

highlighting our categories.

Tere are the proessional style ches V and personality

Z

ahct may 2013 websize

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