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Hotel & Tourism SMARTreport #43

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THE PROFESSIONAL BUYERS’ REFERENCE<br />

<strong>SMARTreport</strong><br />

ELITE TRAVEL TRENDS<br />

#11 / TYING THE KNOT<br />

TRENDS IN HIGH-END<br />

HONEYMOONING<br />

SPOTLIGHT ON<br />

ASIA-PACIFIC<br />

#21 / FIGURES ON THE RISE<br />

WORLD TOURISM STILL DRIVEN<br />

BY THE “EASTERN MIRACLE”<br />

INNOVATIONS<br />

& TECHNOLOGIES<br />

#35 / NEW GENERATIONS,<br />

NEW TECHNOLOGIES<br />

MILLENNIALS & E-REPUTATION<br />

74% OF GEN Z<br />

BELIEVE A PREMIUM<br />

HOTEL IS WORTH<br />

THE COST<br />

Audrey Hendley<br />

President, American Express Travel<br />

<strong>#43</strong> - 2019 SUMMER EDITION / A CLEVERDIS PUBLICATION


Richard Barnes<br />

Editor-in-chief<br />

richard.barnes@cleverdis.com<br />

Tel: +33 (0) 4 42 77 46 00<br />

<strong>Hotel</strong> & <strong>Tourism</strong><br />

<strong>SMARTreport</strong> <strong>#43</strong><br />

2019 Summer Edition 3<br />

3<br />

FOREWORD<br />

APAC IN THE SPOTLIGHT…<br />

NEW DESTINATION IDEAS, AND KEY<br />

INFORMATION ON INDUSTRY TRENDS<br />

Welcome to the summer edition of the<br />

<strong>Hotel</strong> & <strong>Tourism</strong> <strong>SMARTreport</strong> – focusing<br />

this season primarily on destinations in<br />

Asia-Pacific, while in our “Elite Travel<br />

Trends” section, we take a close-up look<br />

at trends concerning honeymoons, as well<br />

as details of a new report by Ctrip on highend<br />

Chinese outbound tourism.<br />

The Cleverdis team has been spending<br />

more and more time in Asia-Pacific,<br />

following a specialised consulting mission<br />

throughout last year with <strong>Tourism</strong> Malaysia<br />

(TourMAB.com), and now as publishers<br />

of the official show dailies at ITB China<br />

in Shanghai in May, ITB Asia in Singapore<br />

in October, and, coming soon, ITB India<br />

in Mumbai (in 2020). This gives us an<br />

interesting and more in-depth insight into<br />

trends and news in travel and tourism in<br />

this region, an area where trends, facts and<br />

figures are evolving so fast it can otherwise<br />

be hard to keep up!<br />

We are also particularly happy to have had<br />

a chat in this edition with Audrey Hendley,<br />

President, American Express Travel, who<br />

gives us the latest news from her fullservice<br />

travel and lifestyle network.<br />

And in our innovations and technologies<br />

section, we spotlight Generation Z, and<br />

how this fast-growing group of travellers is<br />

changing the way those in the industry do<br />

business… and communicate.<br />

We trust these insights will be useful in<br />

assisting you in your day-to-day business.<br />

Happy reading.<br />

4 EXCLUSIVE INTERVIEWS<br />

4 TRENDS, PERKS, WATTS & NEPAL<br />

Audrey Hendley,<br />

President, American Express Travel<br />

6 EVENTS<br />

6 VIRTUOSOS OF LUXURY FLOCK<br />

TO LAS VEGAS<br />

7 RESPONDING AND ADAPTING<br />

TO RAPID GROWTH AND TRANSITION<br />

8 NOUVELLE-AQUITAINE PARTNERS<br />

WITH UNWTO FOR WINE TOURISM<br />

EVENT IN OCTOBER<br />

9 24% RISE IN NTO PARTICIPATION FOR ITB ASIA<br />

9 MESSE BERLIN (SINGAPORE) LAUNCHES<br />

FIRST MICE SHOW ASIA 2019<br />

10 EVENTS CALENDAR<br />

11 ELITE TRAVEL TRENDS<br />

11 HIGH-END CHINESE TRAVELLERS<br />

INCREASINGLY SEEKING “UNIQUE”<br />

EXPERIENCES<br />

12 IN THE FIELD WITH MARY GOSTELOW<br />

FROM THE IDYLLIC TO THE UNWITTINGLY<br />

BEAUTIFUL, THREE ROMANTIC LOCATIONS<br />

IN ASIA-PACIFIC<br />

CONTENTS<br />

13 HONEYMOONING IN PARADISE<br />

14 THE ORIGINALS, HUMAN HOTELS & RESORTS<br />

16 PLAYERS, HONEYMOONERS AND LOVERS<br />

OF FARNIENTE<br />

17 ON LUXURY, SUSTAINABILITY AND<br />

AUTHENTIC EXPERIENCES<br />

18 CORRECTING THE TOURISM TRADE BALANCE<br />

19 CHINESE HIGH-END CUSTOMISED TRAVEL<br />

20 THE EVOLUTION OF CHINESE LUXURY TRAVEL<br />

21 ASIA - PACIFIC<br />

21 APAC RIDING WAVE OF TOURISM SUCCESS<br />

22 FACT & FIGURES<br />

TOURISM BOOM CONTINUES IN APAC<br />

22 RUSSIANS RUSH TO APAC: ARRIVALS UP 54.4%<br />

23 THE PATA VIEWPOINT<br />

24 NEW LINK… NEW HORIZONS<br />

25 FORBES TRAVEL GUIDE EXPANDING<br />

IN ASIA-PACIFIC<br />

26 AIR TRANSPORT<br />

KEY NEWS ON APAC ROUTES AND AIRPORTS<br />

28 TRENDING DESTINATIONS<br />

INDIA… AS INCREDIBLE AS EVER<br />

28 ITB TRADE SHOW MAKES ITS WAY TO<br />

THE SOUTH ASIAN SUBCONTINENT IN 2020<br />

WITH THE INAUGURAL EDITION OF ITB INDIA<br />

29 DESTINATION JAPAN<br />

30 BUMI KENYALANG<br />

31 TRENDING HOTELS<br />

WHERE LUXURY MEETS MODERN ART<br />

31 ENERGY SAVINGS THROUGH INNOVATION<br />

32 EAST MEETS WEST<br />

33 MARRIOTT INTERNATIONAL BOLSTERS ASIA<br />

PACIFIC LUXURY OFFERING<br />

33 MGALLERY BY SOFITEL TO DEBUT<br />

IN HONG KONG<br />

34 OUTBOUND TOURISM<br />

INDEPENDENT TRAVEL AND EVENTS FUEL<br />

CHINESE TOURISM<br />

35 INNOVATIONS<br />

& TECHNOLOGIES<br />

35 CHANGING TIMES, CHANGING GENERATIONS,<br />

CHANGING TECHNOLOGIES<br />

36 IN THE FIELD WITH DAVID ESSERYK<br />

MILLENNIALS & E-REPUTATION<br />

37 THE “TECH EFFECT”<br />

38 THE IMPORTANCE OF ONLINE REVIEWS<br />

FOR HOTELIERS<br />

38 DIRECT TRANSLATION: THE BOOM IN<br />

MULTILINGUAL BLAH-BLAH


EXCLUSIVE INTERVIEW<br />

TRENDS, PERKS, WATTS & NEPAL<br />

Audrey Hendley, President of American Express Travel - with the<br />

latest news from her full-service travel and lifestyle network<br />

Audrey Hendley is President of American Express Travel, and as such,<br />

is responsible for delivering premium travel and lifestyle services<br />

to Card Members. With the growing importance of millennials as<br />

a traveller group, American Express has undertaken extensive research in<br />

this field, with the “Consumer Travel Trends” survey. We asked Ms Hendley<br />

what the survey indicates about the way millennials are travelling.<br />

Audrey Hendley<br />

President,<br />

American Express Travel<br />

MILLENNIALS<br />

ARE TAKING BACK<br />

THEIR VACATION<br />

DAYS.<br />

Millennials are taking back their vacation<br />

days. Through American Express Travel’s<br />

research, they have found that 68% of<br />

Millennials surveyed plan to use all of<br />

their vacation days this year. In addition<br />

to travelling more frequently, two-thirds<br />

of Millennials also feel that the point<br />

multipliers added by a loyalty program is<br />

worth it to adjust their travel plans with<br />

over half of Millennials agreeing that<br />

they will limit their hotel options due to<br />

a specific loyalty program. Millennials are<br />

also willing to pay for a premium when it<br />

comes to travel, with 25% spending more<br />

on premium travel per year compared<br />

to 18% of Gen X. Additionally, 67% of<br />

Gen X and 66% of Millennials agree that<br />

the experience at a premium hotel is an<br />

important travel perk, and 74% of Gen Z<br />

believe a premium hotel is worth the cost.<br />

Do these travellers actively seek<br />

“perks”? If so, what are they looking<br />

for?<br />

These travellers are looking to maximise<br />

their time off, regardless of the length of<br />

the trip and budget at hand. Our research<br />

shows that these travellers are willing to<br />

spend more for a better experience. About<br />

half of consumers are willing to spend up<br />

to $50 more on a $500 hotel bill for early<br />

check-in or late check-out. Generation Z*<br />

also love their free breakfast, with 3 out<br />

of 4 willing to spend up to 7% more on<br />

their hotel stay for complimentary breakfast<br />

compared to half of the Millennials<br />

surveyed. This is a testament to our perks,<br />

as our Platinum Card Members receive an<br />

exclusive suite of benefits at Fine <strong>Hotel</strong>s &<br />

Resorts properties when booking through<br />

American Express Travel, with an average<br />

total value of $550 at over 1,000 properties


<strong>Hotel</strong> & <strong>Tourism</strong><br />

<strong>SMARTreport</strong> <strong>#43</strong><br />

2019 Summer Edition 5<br />

5<br />

Naomi Watts<br />

© Getty Images for American Express<br />

The Nepal <strong>Tourism</strong> Board and<br />

Himalayan Bank to launch the<br />

“Experience Nepal” campaign.<br />

worldwide. These benefits include such<br />

things as noon check-in, when available;<br />

room upgrade at check-in, when available;<br />

daily breakfast for two; unique amenity<br />

valued at US$100, such as a food and<br />

beverage credit; guaranteed late checkout<br />

at 4 pm; and complimentary Wi-Fi.<br />

Naomi Watts is a brand ambassador.<br />

What has she contributed in terms of<br />

her own tips for travellers?<br />

Platinum Card Members can now earn 5X<br />

Membership Rewards Points or use Pay<br />

with Points on prepaid bookings of Fine<br />

<strong>Hotel</strong>s & Resorts properties—a curated<br />

collection of 1,000+ of the world’s most<br />

luxurious resorts, with an exclusive suite<br />

of Card Member benefits—through<br />

Amextravel.com. In celebration of this<br />

new benefit, we teamed up with expert<br />

traveller Naomi Watts to show consumers<br />

how to make the most of their time off<br />

by trading in the traditional three-day<br />

weekend for a five-day respite; while<br />

bringing the enhanced Fine <strong>Hotel</strong>s &<br />

Resorts benefits to life. Nearly 81%<br />

of consumers agree that a three-day<br />

weekend doesn't provide enough time<br />

to travel, and 74% of consumers feel<br />

more relaxed after a five-day weekend<br />

compared to two or three days. A world<br />

traveller herself, Naomi is an expert on<br />

making the most of one’s journey --<br />

from beating jetlag to packing with just<br />

a carry-on. As an actress, travelling is<br />

naturally part of her job. Whether being<br />

on location or escaping for some muchneeded<br />

rest and relaxation, she says a<br />

stress-free journey is important to her,<br />

so she has a couple go-to rules to ensure<br />

things run smoothly. This is what she said:<br />

1. Take advantage of travel perks:<br />

Thanks to American Express’ Fine <strong>Hotel</strong>s<br />

& Resorts benefits like guaranteed late<br />

check-out at 4 pm, I know I can be flexible<br />

with my travel schedule.<br />

2. Less is More: I stick to a carry-on,<br />

which makes getting through airports a<br />

breeze. I also never travel without my goto<br />

staples, like a white button-down, jeans<br />

and sneakers, which are versatile for day<br />

and night.<br />

3. Save Room for Souvenirs: I love to<br />

buy a small reminder of my trip wherever<br />

I go, so I always make sure to leave a little<br />

room in my carryon.<br />

4. Keep Moving: One of my top tricks for<br />

avoiding jet lag is to try and get as much<br />

sleep as I can on the flight and hit the<br />

ground running once I land. Additionally,<br />

I work to stay hydrated and avoid caffeine.<br />

5. Indulge in “Me Time”: Long flights<br />

don’t have to be daunting. It’s not often<br />

that I get uninterrupted time for myself, so<br />

when not sleeping, I love to catch up on<br />

movies, read scripts and respond to emails.<br />

Nepal is a new focus for American<br />

Express, with a specific campaign<br />

WE TEAMED<br />

UP WITH EXPERT<br />

TRAVELLER NAOMI<br />

WATTS TO SHOW<br />

CONSUMERS HOW TO<br />

MAKE THE MOST OF<br />

THEIR TIME OFF (…)<br />

promoting tourism in this destination.<br />

Can you tell us a little about this?<br />

For more 100 years, American Express<br />

has helped our customers see the world<br />

through premium travel services and<br />

experiences. Nepal is without a doubt one<br />

of the most beautiful places to see in Asia<br />

and we’re thrilled to be partnering with<br />

The Nepal <strong>Tourism</strong> Board and Himalayan<br />

Bank to launch the “Experience Nepal”<br />

campaign. This global campaign aims to<br />

promote Nepal as an international tourist<br />

destination offering unique, authentic<br />

experiences for American Express Card<br />

Members across the globe. As part of<br />

this exclusive partnership, American<br />

Express Card Members can access special<br />

privileges, value adds and discount offers<br />

at over 80+ merchants across Nepal who<br />

are participating in this campaign<br />

*Generation Z = 18- to 21-year-olds


EVENTS<br />

(...) IF YOU DON’T ASK WHAT WENT<br />

WELL AND WHAT WOULD YOU CHANGE<br />

ETC., THEN THAT’S NOT A RELATIONSHIP,<br />

THAT’S JUST A TRANSACTION.<br />

Matthew Upchurch<br />

CEO, Virtuoso<br />

VIRTUOSOS OF LUXURY FLOCK<br />

TO LAS VEGAS<br />

The ultimate annual global travel community event sets key trends<br />

for elite travellers<br />

The elite of the luxury<br />

travel industry will be<br />

back in Las Vegas this<br />

August for the exclusive<br />

Virtuoso Travel Week,<br />

from 10-16 August.<br />

With 1,000 agency locations<br />

in over 50 countries, the<br />

number of Virtuoso advisors<br />

has grown organically by over<br />

126% over the past five or<br />

six years, while the number<br />

of high net worth clients has<br />

grown 156%. Virtuoso clients<br />

spend US$128,000 per annum<br />

on travel, with, on average,<br />

8.2 trips per year. Average<br />

air ticket spend is US$5,650<br />

per flight, and average daily<br />

spend is US$1,735. Virtuoso<br />

clients spend, on average,<br />

three times more than an<br />

average client on hotels and<br />

tours, and four times more on<br />

cruises.<br />

SUSTAINABILITY AT HEART OF OFFERING<br />

Virtuoso CEO Matthew Upchurch constantly<br />

underlines the importance of sustainability<br />

among his ranks: “We feel that travel<br />

advisors can play a role in elevating the<br />

conversation around sustainability,” stated<br />

Upchurch at last year’s meeting, adding,<br />

“We have awarded sustainability prizes<br />

for almost nine years now here at Virtuoso<br />

Travel Week, for hotels and for individual<br />

companies. Those of us who have been in<br />

this business for a long time have literally<br />

watched what some of these partners do<br />

that is just beyond amazing. We have been<br />

awarding that for a while. The outcome of<br />

the whitepaper that was published already<br />

last year was very simple: How can Virtuoso<br />

make sustainability a greater factor – not<br />

the only factor by any means… How can we<br />

make it a greater factor in consumer choice?<br />

It’s that simple.”<br />

The single thing consumers tell Virtuoso,<br />

according to Upchurch, that differentiates, in<br />

their mind, a transactional travel agent from a<br />

truly trusted advisor is the conversation after<br />

the trip: “If you don’t have a conversation<br />

with me after the trip; if you don’t ask what<br />

went well and what would you change<br />

etc., then that’s not a relationship, that’s<br />

just a transaction’. That has been growing<br />

organically. It’s been a dream of mine for<br />

10 years, and over the past year and a half<br />

we’ve invested a huge amount of our R&D.<br />

We are working on a platform that takes<br />

what has been happening organically and<br />

marries fun technology (kind of think of<br />

Netflix), with great purposeful discussions<br />

with consumers, to help extract meaningful<br />

conversations about what people want to do<br />

in the future, and make it a much more fun,<br />

seamless and scalable process.”<br />

Of course, he was talking about the recently<br />

announced Virtuoso platform, Orchestrator.<br />

No doubt, we will hear a lot more about<br />

the platform at this year’s event. Watch this<br />

space


<strong>Hotel</strong> & <strong>Tourism</strong><br />

<strong>SMARTreport</strong> <strong>#43</strong><br />

2019 Summer Edition 7<br />

7<br />

RESPONDING AND ADAPTING<br />

TO RAPID GROWTH AND TRANSITION<br />

Second annual Xianghu Dialogue of WTA to plot ongoing<br />

roadmap for industry<br />

The World <strong>Tourism</strong> Alliance (WTA) is<br />

planning its second annual Xianghu<br />

Dialogue in Hangzhou, China on<br />

Sept. 18-21, 2019.<br />

This year's Dialogue will focus on "Today's<br />

Travel & <strong>Tourism</strong> Industry: Responding<br />

& Adapting to Rapid Growth and<br />

Transition." Important topics include<br />

global travel & tourism developments<br />

and trends; destination marketing and<br />

big data, technology advancement &<br />

industries innovation and many more<br />

relevant issues and challenges facing the<br />

industry will be addressed in collaboration<br />

with the UNWT), World Bank, European<br />

<strong>Tourism</strong> Commission, Global <strong>Tourism</strong><br />

Economic Forum and the Pacific Asia Travel<br />

Association.<br />

Founded in September 2017, WTA is still a<br />

very young organisation, but its Secretary<br />

General, Shijun Liu says its DNA is truly<br />

global: “The world tourism industry has<br />

expanded exponentially in keeping with<br />

the rapid developments in technology and<br />

high-efficiency distribution channels. The<br />

Internet of Things (IoT) has turned the<br />

tourism industry into an economic force,<br />

facilitating the marketing of travel products<br />

and offers between travel providers/<br />

suppliers and travellers across the world in<br />

real time,” states Mr Liu, adding, “This has<br />

resulted, among others, in a surge in the<br />

number of incremental travellers in Asia<br />

Pacific compared to the more established<br />

and conventional regions.”<br />

China has become the world’s number one<br />

source of outbound travellers, significantly<br />

contributing to the growth of international<br />

tourism revenue. More importantly,<br />

Chinese travellers have become the<br />

most sought-after market segment by<br />

destinations throughout the world. Chinaready<br />

programmes that cater exclusively to<br />

Chinese travellers have been adopted by<br />

tourism offices, hotels, shopping outlets,<br />

museums and entertainment centres.<br />

Chinese-language websites, brochures<br />

and signage are ubiquitous in emerging,<br />

established and conventional destinations.<br />

This signifies the importance of the<br />

Chinese outbound tourism.<br />

So, who are the members of WTA today<br />

and which organisations are they looking<br />

at to further develop?<br />

“The WTA membership covers the whole<br />

travel and industrial chain”, says Mr Liu.<br />

“We are proud that our mission, message<br />

and vision resonate with several companies<br />

and organisations throughout the world<br />

as evidenced by the rapid growth in the<br />

number and geographical diversity of our<br />

members in only a short time.”<br />

As of March 2019, WTA’s membership<br />

roster has grown to 182 from 38 countries<br />

and regions, a sizable increase from 89<br />

members at the time of its establishment<br />

in 2017. Several of their members are<br />

influential and respected companies<br />

and organizations, including Australian<br />

Federation of Travel Agents, Beijing<br />

<strong>Tourism</strong> Group, Changi Airport, China<br />

National Travel Service Group, Club Med,<br />

TUI, US Travel Association, just to name a<br />

few<br />

WTA Xianghu<br />

Dialogue 2018


EVENTS<br />

WE WILL BE HOLDING<br />

A HIGH-LEVEL SEMINAR WITH<br />

REPRESENTATIVES OF THE TOP WINE<br />

TOURISM COUNTRIES IN LA CITÉ<br />

DU VIN IN BORDEAUX.<br />

(From left to right)<br />

Michel Durrieu, General Director, Regional <strong>Tourism</strong><br />

Board, Nouvelle-Aquitaine and Zurab Pololikashvili,<br />

Secretary General, UNWTO at the signing of the<br />

Memorandum of Understanding<br />

NOUVELLE-AQUITAINE PARTNERS<br />

WITH UNWTO FOR WINE TOURISM<br />

EVENT IN OCTOBER<br />

Memorandum of Understanding signed with aim of boosting<br />

global wine tourism<br />

With the signing of a high-level Memorandum of Understanding (MOU),<br />

a major new wine tourism seminar is set to take place in Bordeaux in<br />

early October this year. We asked Michel Durrieu, General Director of the<br />

Regional <strong>Tourism</strong> Board, Nouvelle-Aquitaine, to tell us more about the<br />

background to the relationship between his organisation and the World<br />

<strong>Tourism</strong> Organisation.<br />

The Regional <strong>Tourism</strong> Board of Nouvelle-<br />

Aquitaine is already an affiliate member of<br />

the UNWTO; we often collaborate on such<br />

topics as sustainable tourism strategies,<br />

training and of course wine tourism. The<br />

idea of the seminar came about when<br />

the UNWTO’s Secretary General, Zurab<br />

Pololikashvili, and its Executive Council<br />

President and Minister of <strong>Tourism</strong> of<br />

Argentina, Gustavo Santo visited Nouvelle-<br />

Aquitaine last year. We continued our<br />

discussions at the French Embassy in Madrid<br />

and also at ITB Berlin in March of this year.<br />

We all recognise the strong link between<br />

wine tourism, culture, history and lifestyle<br />

and the contributions of this segment to the<br />

development of regions on a global scale.<br />

Hence, in order to boost wine tourism, we<br />

will be holding a high-level seminar with<br />

representatives of the top wine tourism<br />

countries in La Cité du Vin in Bordeaux. This<br />

event will take place in early October 2019<br />

and what better place than Bordeaux since<br />

the Nouvelle-Aquitaine region with the<br />

Bordeaux and Cognac vineyards represents<br />

35% of all wine tourism in France.<br />

The seminar is taking place at a strategic<br />

time. It begins right after the IFTM Top Resa<br />

exhibition in Paris which opens on October<br />

1st. Many of our attendees, high level<br />

tourism officials including tourism ministers,<br />

will be able to come down to Bordeaux just<br />

after IFTM.<br />

Our main goal is to structure our wine<br />

tourism strategies globally, exchange with<br />

other leading wine tourism countries and<br />

of course increase awareness about the<br />

Nouvelle-Aquitaine’s wine tourism offering.<br />

We hope the participants will see the<br />

benefits of such a seminar and we aim to<br />

host it every year. Finally, there will be a fun<br />

side to these high-level meetings since we<br />

will be inviting the attendees to participate<br />

in the vendange (wine grape harvest) in<br />

selected Bordeaux vineyards.<br />

Why did you choose La Cité du Vin to<br />

host the seminar?<br />

La Cité du Vin is a symbolic location, located<br />

in Bordeaux, it is a new generation cultural<br />

centre unique in the world, where wine<br />

is presented in its cultural, civilizational,<br />

heritage and universal dimensions. Most<br />

importantly, La Cité du Vin showcases<br />

vineyards from around the world through a<br />

permanent tour and temporary exhibitions


<strong>Hotel</strong> & <strong>Tourism</strong><br />

<strong>SMARTreport</strong> <strong>#43</strong><br />

2019 Summer Edition 9<br />

9<br />

24% RISE IN NTO<br />

PARTICIPATION<br />

FOR ITB ASIA<br />

Unprecedented demand<br />

for space at leading Asian<br />

tourism event<br />

Katrina<br />

Leung<br />

Managing Director,<br />

Messe Berlin<br />

(Singapore)<br />

With a total of 58 NTOs<br />

and RTOs, ITB Asia in<br />

Singapore this October<br />

has experienced a year-onyear<br />

growth of 23.8% and<br />

25% respectively in the<br />

securing of exhibition space<br />

compared to 2018.<br />

The 3-day business-tobusiness<br />

travel trade show<br />

takes place from 16 - 18<br />

October 2019 at the Sands<br />

Expo & Convention Centre<br />

at Marina Bay Sands. This<br />

year’s event will see at least<br />

19 new NTOs and RTOs,<br />

and thus far, the three<br />

contingents with the largest<br />

exhibition spaces registered<br />

are from Indonesia, Russia<br />

and South Korea.<br />

The strongest participation<br />

comes from Asia,<br />

Marina Bay complex, Singapore<br />

with Southeast Asia<br />

well represented, and<br />

newcomers Myanmar and<br />

RTO, Jakarta, taking part.<br />

North Asia will see an<br />

expanded South Korean<br />

contingent with RTOs from<br />

Gyeonggi, Jeju and Seoul<br />

securing their own booths.<br />

Europe has seen a major<br />

increase in the number<br />

exhibitors, buoyed by an<br />

increase in interest from<br />

Southern and Eastern<br />

Europe. The Balkan states<br />

of Macedonia, Montenegro<br />

and Serbia will be taking<br />

part for the first time along<br />

with the Czech Republic<br />

and Estonia. Compared to<br />

previous years, Hungary<br />

and Russia will also bring<br />

larger contingents<br />

MESSE BERLIN<br />

(SINGAPORE)<br />

LAUNCHES FIRST<br />

MICE SHOW ASIA 2019<br />

Co-located with ITB Asia<br />

2019, MICE Show Asia 2019<br />

will see a diverse group of<br />

participants taking part, of<br />

which 47% are from MICE<br />

Agencies and 26% from<br />

Corporates such as Meetings<br />

and Incentive Planners.<br />

The new show will shine the<br />

spotlight on Asia’s meetings,<br />

incentives, conferences<br />

and exhibitions (MICE)<br />

sector. The gathering will<br />

see professionals from the<br />

incentive travel, meetings,<br />

and events industries come<br />

together to discuss the latest<br />

trends, hear from up-andcoming<br />

MICE innovators,<br />

and network with suppliers.<br />

Katrina Leung, Managing<br />

Director of Messe Berlin<br />

(Singapore), the organiser<br />

of MICE Show Asia, cites<br />

a forecast published by<br />

Allied Market Research on<br />

the global MICE market,<br />

explaining that Asia-Pacific<br />

is expected to witness the<br />

highest growth rate of<br />

8.6% through to 2023:<br />

“The MICE sector in APAC<br />

continues to thrive, with the<br />

region expected to witness<br />

the highest growth rate<br />

in the next 5 years. After<br />

successfully organising ITB<br />

Asia for 12 years, we noticed<br />

the fast-growing demand<br />

for the MICE and corporate<br />

travel segments. MICE Show<br />

Asia 2019 seeks to capture<br />

this growing demand and<br />

I am confident participants<br />

will gain the highest value at<br />

this show.”<br />

Messe Berlin is working<br />

with prominent trade<br />

partners such as the United<br />

Networks of International<br />

Corporate Event Organizers<br />

(UNICEO) and Professional<br />

Convention Management<br />

Association (PCMA) to enrich<br />

the conference content and<br />

bring buyers on board


EVENTS<br />

© IFTM Top Resa<br />

IFTM Top Resa 2018<br />

EVENTS CALENDAR<br />

17-19 JULY 2019<br />

<strong>Hotel</strong> Investment Conference Australia<br />

New Zealand (HICAP ANZ)<br />

Sofitel Sydney Wentworth,<br />

Sydney, Australia<br />

anz.hicapconference.com<br />

21-22 JULY 2019<br />

China <strong>Tourism</strong> Forum<br />

DoubleTree by Hilton Philadelphia<br />

Center City, Philadelphia, PA, USA<br />

https://noncredit.temple.edu/ctf2019<br />

3-7 AUGUST 2019<br />

GBTA Convention<br />

McCormick Place, Chicago, IL, USA<br />

https://convention.gbta.org/<br />

5-7 AUGUST 2019<br />

HTNG Insight Summit North America<br />

Park City, Utah, United States<br />

www.htng.org/page/ISNA2019_SaveDate<br />

10-16 AUGUST 2019<br />

Virtuoso Travel Week<br />

Las Vegas, NV, USA<br />

https://virtuosomeetings.virtuoso.com<br />

28-30 AUGUST 2019<br />

Equip&Dine Asia<br />

Marina Bay Sands Expo and Convention<br />

Centre, Singapore<br />

www.equipdineasia.com/en-gb.html<br />

4-5 SEPTEMBER 2019<br />

HSMAI Curate<br />

The Breakers Palm Beach,<br />

Palm Beach, FL, USA<br />

www.hsmai.org/curate2018<br />

8-12 SEPTEMBER 2019<br />

PURE Life Experiences<br />

Marrakesh, Morocco<br />

www.purelifeexperiences.com<br />

9-10 SEPTEMBER 2019<br />

Future Guest Experience<br />

Henderson, NV, USA<br />

https://guestexperience.wbresearch.com/<br />

10-12 SEPTEMBER 2019<br />

IMEX America<br />

Sands Expo Convention Center,<br />

Las Vegas, NV, USA<br />

www.imexamerica.com/<br />

16-18 SEPTEMBER 2019<br />

HTNG Asia-Paciific Conference<br />

Bangkok, Thailand<br />

www.htng.org/page/APC_2019<br />

17-19 SEPTEMBER 2019<br />

The <strong>Hotel</strong> Show Dubai<br />

World Trade Centre, Dubai,<br />

United Arab Emirates<br />

www.thehotelshow.com<br />

18-20 SEPTEMBER 2019<br />

PATA Travel Mart<br />

Korme Exhibition Center,<br />

Nur-Sultan (Astana), Kazakhstan<br />

www.pata.org/ptm/<br />

18-21 SEPTEMBER 2019<br />

WTA Xianghu Dialogue<br />

Hangzhou, China<br />

www.wta-web.org<br />

21-24 SEPTEMBER 2019<br />

World Routes<br />

Adelaide, Australie<br />

www.routesonline.com/events/204/worldroutes-2019<br />

23-26 SEPTEMBER 2019<br />

ILTM North America<br />

Fairmont Mayakoba,<br />

Riviera Maya, Mexico<br />

www.iltm.com/northamerica<br />

24-26 SEPTEMBER 2019<br />

IT & CM Asia - Incentive Travel &<br />

Conventions, Meetings<br />

Bangkok Convention Centre,<br />

CentralWorld Bangkok, Thailand<br />

https://itcma.com<br />

1-4 OCTOBER 2019<br />

IFTM Top Resa<br />

Porte de Versailles, Paris, France<br />

www.iftm.fr/en-gb.html<br />

2 OCTOBER 2019<br />

The <strong>Hotel</strong> Distribution Event<br />

The Montcalm Marble Arch,<br />

London, United Kingdom<br />

https://hoteldistributionevent.com<br />

16-18 OCTOBER 2019<br />

ITB Asia<br />

Sands Expo and Convention Centre,<br />

Marina Bay Sands, Singapore<br />

www.itb-asia.com<br />

A CLEVERDIS Publication, 65 avenue Jules Cantini, Tour Méditerranée,<br />

13006 Marseille - France - Tel: + 33 442 77 46 00<br />

E-mail : info@cleverdis.com - www.cleverdis.com<br />

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Managing Director: Jean-François Pieri - Marketing Manager: Nathalie Meissner<br />

Editor-in-Chief: Richard Barnes - Head of Editorial team: John Falchetto<br />

Art Director: Hélène Beunat. With the participation of: Bettina Badon,<br />

Kira Behr, Siyu Geng, Benjamin Klene, Jasdeep Singh.<br />

>>To contact them: first name.last name@cleverdis.com<br />

Printing: Pure Impression, Mauguio, France<br />

Registration of Copyright July 2019 • ISSN 2110-8676. Information presented in this publication is purely indicative in order to illustrate subjects contained<br />

therein. No guarantee can be given as to the accuracy of data or content at time of printing and thus the latter should not be used to professional or commercial ends.<br />

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the consequences, whatever their nature may be, that may result from the interpretation of this data or content, or any eventual errors therein. All rights are reserved.<br />

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the expectations outlined in these statements. Cleverdis assumes no obligation and does not intend to update these forward-looking statements during the period of<br />

publication. Photo Credits and Copyright: All Rights Reserved


ELITE TRAVEL TRENDS<br />

<strong>Hotel</strong> & <strong>Tourism</strong><br />

<strong>SMARTreport</strong> <strong>#43</strong><br />

2019 Summer Edition 11<br />

11<br />

© MStudioImages - iStock by Getty Images<br />

HIGH-END CHINESE<br />

TRAVELLERS<br />

INCREASINGLY SEEKING<br />

“UNIQUE” EXPERIENCES<br />

For travel professionals, there is no<br />

doubt that Chinese high-end customised<br />

travellers bring a greater per person return<br />

on investment to spending on tourism<br />

resources than any other group. This is just<br />

as crucial for well-established destinations<br />

that want to further develop their Chinese<br />

market-share as it is for niche destinations<br />

which are just beginning to attract Chinese<br />

tourists. The China Outbound <strong>Tourism</strong><br />

Research Institute (COTRI) forecasts that<br />

the YoY growth rate of the Chinese<br />

outbound travel market will be 11%, with<br />

4 million people going overseas by 2030.<br />

Based on the market’s impressive growth,<br />

Ctrip Customised Travel forecasts that<br />

high-end customised travel will grow by<br />

200% over the next three years.<br />

The latest report by COTRI for Ctrip also<br />

indicates that the tastes of high-end<br />

customised travel clients around activities<br />

and dining experiences are changing.<br />

They are increasingly switching from<br />

sampling local cuisine and street food to<br />

learning the methods of how locals cook<br />

traditional dishes and the stories behind<br />

food. Thailand, Japan, and Italy rank as<br />

the top three overseas destinations for<br />

Chinese foodies, according to the survey.<br />

In the following pages, we take a look<br />

at how luxury travel is evolving in APAC<br />

and around the globe, with a spotlight on<br />

Chinese high-end tourists.


In The Field<br />

with Mary Gostelow<br />

THE "INSIDE LINE" ON WHAT'S HOT IN HOSPITALITY<br />

PART IV<br />

HONEYMOONS<br />

FROM THE<br />

IDYLLIC TO THE<br />

UNWITTINGLY<br />

BEAUTIFUL,<br />

THREE ROMANTIC<br />

LOCATIONS IN<br />

ASIA-PACIFIC<br />

Planning a Honeymoon for your clients?<br />

What about Asia Pacific? In this edition’s “in<br />

the field”, luxury travel guru Mary Gostelow<br />

explains that the ideal could be to book<br />

a private jet to all the suggestions in this<br />

report!<br />

Start on top of the world, in the 118-floor<br />

Ritz-Carlton Hong Kong. Take any islandfacing<br />

room with access to the 116 th floor<br />

Club: after a few laps under the LED ceiling<br />

over the rooftop’s indoor pool, taste premeal<br />

Beluga at the 102 nd floor Caviar House<br />

counter, and order Tosca chef Angelo<br />

Aglianó’s signature menu, to arrive, with<br />

Krug, for pre-ordered private dining.<br />

Dine looking at that world, down<br />

there.<br />

In Japan, start at<br />

AMAN Tokyo, with<br />

a lobby like a<br />

football field-sized<br />

oriental paper balloon<br />

atop a 38-floor building.<br />

Design here is unadorned<br />

camphor wood, floors and walls<br />

relieved by giant windows looking out<br />

over Otemachi (try the 157 sq m AMAN<br />

Suite). Don’t miss swimming in the 33 rd<br />

floor indoor pool and watching the sun set<br />

through the 10m-high glass end wall. The<br />

next day, perhaps, take a shinkansen and a<br />

local train to Amanemu, 15 minutes’ drive<br />

from Kashikojima Station. Here, room #10<br />

is closest of the 99 sq m 24 semi-detached<br />

villas to The Restaurant, for delicate seainspired<br />

dishes. You have your own in-room<br />

onsen, but this is aqua heaven – there are<br />

communal onsens in the spa, and outside,<br />

38° and 41° temperatures.<br />

In Australia, start at Park Hyatt Sydney,<br />

for the best-possible close views of the<br />

continuously fascinating water traffic (be<br />

warned, the 155-room hotel can have up to<br />

40 Australian honeymooners overnighting<br />

on a Saturday, which just shows they know<br />

the best). All views are spectacular - #212’s<br />

is great for the Opera House, seemingly a<br />

few yards away – but, wherever, do venture<br />

out for BridgeClimb, for a honeymoon<br />

photo on top of Sydney Harbour Bridge,<br />

just behind-above the hotel.<br />

START<br />

AT AMAN<br />

TOKYO, WITH<br />

A LOBBY LIKE A<br />

FOOTBALL FIELD-SIZED<br />

ORIENTAL PAPER<br />

BALLOON ATOP<br />

A 38-FLOOR<br />

BUILDING<br />

From Sydney, fly to Hobart,<br />

for Tasmania’s renowned<br />

planet-beating clean<br />

air and water,<br />

and King Island<br />

triple-cream<br />

cheeses and a Pinot<br />

Noir of the calibre of 2016<br />

Home Hill Estate. Pick up a Par-<br />

Avion helicopter to avoid a fourhour<br />

drive – albeit scenic - to Saffire<br />

Freycinet, in Freycinet National Park. Gasp<br />

in amazement as what from above looks<br />

like a 200-metre wide stingray sculpture<br />

is this unique resort’s main building. Stay<br />

in any one of 20 futuristic steel and glass<br />

detached villas, identical but for slight size<br />

variation: look directly over Oyster Bay to<br />

the five Hazard Mountains. From the 14<br />

complimentary activities, it’s essential to<br />

“do oysters”. Wade through waist-high<br />

shallows to Pacific Oyster incubation and<br />

dormitories. Then, just you two and your<br />

guide-photographer, stand at a high linenclad<br />

table, in the water, and shuck and eat<br />

for seemingly ever, helped down by Josef<br />

Chromy Sauvignon Blanc 2016, chilled in<br />

elegant stemmed crystal.<br />

SEE YOU AGAIN IN THE NEXT EDITION


ELITE TRAVEL TRENDS<br />

<strong>Hotel</strong> & <strong>Tourism</strong><br />

<strong>SMARTreport</strong> <strong>#43</strong><br />

2019 Summer Edition 13<br />

13<br />

HONEYMOONING IN PARADISE<br />

Malaysia stands out from the “usual old” offering with stunning<br />

island getaways for newlyweds<br />

Travel advisors around the world<br />

are increasingly seeking different<br />

ideas for newlyweds when planning<br />

dream honeymoons, and Malaysia<br />

is definitely “on the radar”<br />

It all begins with lukewarm crystal blue<br />

waters, white beaches and swaying<br />

palms… but if one wants more than<br />

that, this is where Malaysia steps out on<br />

its own as a star destination, thanks to<br />

its deep-rooted friendly culture, amazing<br />

cuisine and stunning nature. Here are just<br />

a couple of ideas you may consider when<br />

helping YOUR clients plan their dream<br />

Honeymoon.<br />

Long Beach, Perhentian Islands, Malaysia<br />

Bonton Resort, Langkawi, Malaysia<br />

LANGKAWI<br />

With a huge variety of magical<br />

places such as the Bon Ton<br />

resort, Meritus Pelangi Beach<br />

Resort & Spa, the Danna, the<br />

Ritz Carlton or the Four Seasons,<br />

the island of Langkawi is very<br />

different from anything you’ll<br />

find in neighbouring Thailand, or<br />

further afield in Indonesia or the<br />

Philippines. Not only are there 99<br />

islands to visit – virtually devoid of<br />

people… (now that’s romantic),<br />

the main island is Southeast<br />

Asia’s first UNESCO Geopark. The<br />

entire paleo- geological history of<br />

Malaysia happened to Langkawi.<br />

As a result of this, one can find<br />

an incredible diversity of flora and<br />

fauna.<br />

Rasa Ria Resort, Langkawi, Malaysia<br />

SABAH<br />

Rasa Ria – Authentic Luxury: The north-east<br />

coast of Borneo – just next to the Sabah capital<br />

of Kota Kinabalu, is home to Shangri-La’s Rasa<br />

Ria Resort & Spa Dalit Bay Golf & Country<br />

Club – a perfect Honeymoon getaway. Resort<br />

General Manager, Fiona Hanan, describes the<br />

resort: “I describe this as a really authentic<br />

experience that is wrapped up in a luxurious<br />

parcel, comprised of the location, the services<br />

and the facilities. We are built on 460 acres of<br />

land. Of that 200 acres is developed, with a<br />

golf course, a 64-acre nature reserve, and three<br />

kilometres of beach front.”<br />

Mabul Island: Sabah’s Islands are unique from<br />

the point of view that they give Honeymooners<br />

not only crystal-clear waters and white fine<br />

sand beaches, but also some of the best diving<br />

anywhere in the world. Taking the example<br />

of Mabul Island off Sabah’s east coast, just<br />

15 minutes’ ride by boat to world-renowned<br />

Sipadan Island, this “micro-destination” is<br />

also fascinating thanks to the fact that it is<br />

home to tribes of colourful and friendly fishing<br />

communities, living in harmony with a handful<br />

of resorts dedicated to eco-tourism and CSR.<br />

PERHENTIAN ISLANDS<br />

The beautiful Perhentian islands off<br />

the north-east coast of Malaysia’s<br />

mainland are still little-known to<br />

the travel world at large, but that is<br />

changing quite rapidly as top-level<br />

infrastructure is added. Located 21<br />

km off the coast of Terengganu, Pulau<br />

Perhentian consists of the islands of<br />

Perhentian Besar (Big Perhentian) and<br />

Perhentian Kecil (Small Perhentian).<br />

Both islands are covered by untouched<br />

jungle, a stopover for migratory birds,<br />

fringed by powdery white sandy<br />

beaches, windswept palms and<br />

surrounded by sapphire blue waters.<br />

The Lonely Planet Travel Guide Book<br />

recently recognised Pulau Perhentian<br />

as the 5th Best Beach to Swing a<br />

Hammock. One of the only hotels<br />

on the two main islands with fulltime<br />

electricity (a big plus), the brand<br />

new four-star Mimpi Perhentian Long<br />

Beach Resort opened its doors in time<br />

for the high-season 2018, and several<br />

other high-end hotels are due to open<br />

in coming years.


ELITE TRAVEL TRENDS<br />

THE ORIGINALS,<br />

HUMAN HOTELS & RESORTS<br />

Making the difference: bringing a more personal touch<br />

to luxury properties<br />

A basic shift is pushing customers to travel<br />

locally and enjoy a fuller experience in<br />

unique hotels. For these people, each trip<br />

and each journey is another opportunity to<br />

grow as a person and a human being.<br />

This desire for authenticity has breathed<br />

life into a new-generation hotel brand<br />

that anticipates both traveller and hotelier<br />

needs: The Originals, Human <strong>Hotel</strong>s &<br />

Resorts. Its name captures the philosophy<br />

and unique identity of this new brand. Its<br />

description and signature details express<br />

its unique values: the human touch, local<br />

travel, experience and independence.<br />

At The Originals, Human <strong>Hotel</strong>s & Resorts,<br />

all hoteliers have something unique to<br />

share. The brand currently plays host to<br />

more than 600 hoteliers in France and<br />

abroad, from luxury to budget.<br />

NOT JUST HOTELS –<br />

HOTELIERS<br />

The Originals, Human <strong>Hotel</strong>s & Resorts<br />

is a new generation of hotels run by<br />

enthusiastic staff with an incredible sense<br />

of hospitality. Their aim is to bring the<br />

best of independent hotel services to all<br />

travellers seeking an alternative offer. It's<br />

also a movement for more human and<br />

local hotel services.<br />

The Originals, Human <strong>Hotel</strong>s & Resorts is a<br />

hotel brand made up of a vast community<br />

of people united by the same vision of<br />

travel and hospitality. Its hoteliers are a<br />

diverse range of people, working in their<br />

neighbourhood or region, who all have<br />

something unique to share with their guests.<br />

The hoteliers have made independence a<br />

lifestyle as much as a management method.<br />

They embrace a certain uniqueness that<br />

forms the group's greatest asset: diversity.<br />

They all share the same philosophy and<br />

commitment to quality and service but<br />

each has its own way of presenting it to<br />

customers. There are master chefs, art<br />

and outdoor enthusiasts and big city<br />

aficionados.<br />

Aurora, <strong>Hotel</strong>ier at the hotel Cortijo Los<br />

Malenos, The Originals Relais serves up<br />

Cortijo (a typical Andalusian farm) fig jam<br />

and home-made cakes.<br />

For 30 years, Aurora taught the language<br />

of Molière at university.<br />

“I wanted a change.” Andalucia, Almeria<br />

province, Cabo de Gata-Nίjar nature park.<br />

This is where Aurora chose to settle in 2003<br />

in a former farmhouse that she converted<br />

<strong>SMARTreport</strong> Commercial Content


<strong>Hotel</strong> & <strong>Tourism</strong><br />

<strong>SMARTreport</strong> <strong>#43</strong><br />

2019 Summer Edition 15<br />

15<br />

Cortijo Los Malenos,<br />

The Originals Relais<br />

Chalet-<strong>Hotel</strong> Matsuzaka,<br />

The Originals Relais<br />

into the ideal hotel to disconnect during<br />

your holidays in Costa Almeria.<br />

Located 4 kilometres from the sea and the<br />

nearest village, there’s nothing around her<br />

Cabo de Gata accommodation. Desert.<br />

“This feeling of peace and quiet is<br />

conducive to relaxation,” she says to<br />

explain why she turned the place into<br />

a 3-star hotel, an oasis garden where<br />

cactuses, bougainvillea, rosebay and<br />

pomegranate trees bloom in a 7-hectare<br />

park.<br />

Cortijo Los Malenos, The Originals Relais<br />

is built in traditional Andalusian style with<br />

thick whitewashed walls and not many<br />

openings so as to keep it cool. Aurora<br />

has put in 10 rooms which are as simple<br />

as they are refined. “The most important<br />

thing for me is the feeling of freedom. My<br />

guests are free serve themselves drinks<br />

or make themselves a coffee, they can<br />

watch a film, read books in the library,<br />

walk in the park or take a dip in the pool.<br />

They have everything to make them feel<br />

at home.”<br />

Faye et Mike, <strong>Hotel</strong>iers at Chalet-<strong>Hotel</strong><br />

Matsuzaka, The Originals Relais in La<br />

Rosière have combined their passion for<br />

the mountains and Japan in the same<br />

hotel. And so each guest is welcomed<br />

in a typical Savoie chalet with Japanese<br />

influences.<br />

Year-round snow, high mountains,<br />

warmth of a chalet. Here, Japan meets<br />

Savoie with luxury and sensual pleasure.<br />

Welcome to Faye and Mike Jones’ hotel.<br />

"We wanted to do some good for our<br />

guests, take them far away from their<br />

everyday lives, in a world where they can<br />

appreciate life, relax and make wonderful<br />

and lasting memories.”<br />

La Rosière, the French-Italian mountain<br />

resort, is where Faye and Mike brought<br />

their dream to life.<br />

“When travelling in Japan we came up<br />

with the idea of a chalet-style hotel with<br />

a Japanese spa at our favourite ski resort,<br />

La Rosière 1850,” explain Faye and Mike.<br />

A unique chalet-hotel, which has today<br />

becomed a sanctuary where charm and<br />

subtlety are backed up by authenticity<br />

and simplicity. The 10 rooms of this 4-star<br />

hotel are either in Savoie style or fully<br />

Japanese. Take your pick. A real Japanese<br />

spa and a restaurant combining Japanese,<br />

French and English cuisine supplement<br />

an offer devoted to guests’ pleasure and<br />

enjoyment.<br />

JUST THE HOTEL<br />

FOR EACH AND<br />

EVERY TRAVELLER<br />

The brand offers two categories for<br />

travellers looking for that extra human<br />

touch that goes beyond simple and<br />

sometimes soulless luxury:<br />

• The Originals Collection: luxury hotels<br />

with exceptional spirit and character<br />

• The Originals Relais: high-end hotels<br />

ideally located in the countryside, by the<br />

sea or in the mountains<br />

These hotels are designed as true haven of<br />

peace, a place compatible with well-being<br />

and serenity, allowing anyone to blossom<br />

and enjoy the present: the simplicity of a<br />

walk, a moment of well-being at the spa,<br />

the transmission of a passion...<br />

Change the way you travel and feel the<br />

soul of a place, the beauty of an encounter.<br />

No matter the reason for your stay, there<br />

is always something special to experience<br />

at The Originals, Human <strong>Hotel</strong>s & Resorts<br />

<strong>SMARTreport</strong> Commercial Content


ELITE TRAVEL TRENDS<br />

PLAYERS, HONEYMOONERS<br />

AND LOVERS OF FARNIENTE<br />

Virtuoso travel advisor Guido Graf – on current industry<br />

trends<br />

Casinos are increasingly becoming destinations in themselves. We asked<br />

Virtuoso “travel designer”, Guido Graf to share some of his insights about how<br />

he sees this market progressing.<br />

Guido Graf<br />

Virtuoso travel advisor<br />

JUST LIKE<br />

STOCKBROKERS, WE HAVE<br />

TO GATHER DATA AND<br />

UPDATE OURSELVES ON<br />

A DAILY BASIS<br />

When it comes to high rollers, the Casino<br />

provides special packages which, for Las<br />

Vegas Casinos, typically includes a private jet<br />

flight from Europe, a top suite, entertainment,<br />

and VIP treatment. My role starts with<br />

recognising the type of gambler the person<br />

is and ensure he is booked in the best Casino<br />

for his needs and budget. After I make the<br />

initial contact with the Casino, the Casinos<br />

will organise a lot of complementary services<br />

for high rollers, from a private jet with special<br />

catering, to a limousine on arrival and a VIP<br />

suite in the Casino. There are few European<br />

high-rollers, however. Most people will book<br />

a trip to California and stop in Las Vegas so<br />

they can visit a casino and gamble. This is the<br />

same idea behind trips to the French Riviera<br />

with Monte Carlo, or Macao and Reno.<br />

What trends do you see<br />

regarding honeymoons,<br />

private islands and<br />

beach resorts?<br />

In terms of trends, it is<br />

getting harder to say<br />

what is hip. But I do see<br />

a lot of niche interests<br />

developing. In general, I<br />

would say honeymooners<br />

still want the perfect<br />

island beach vacation<br />

(Maldives, Seychelles, or French Polynesia) to<br />

relax. However, we see more and more clients<br />

looking for a lifetime unique experience.<br />

This goes across all categories from cruises,<br />

expeditions, to cultural and even religious<br />

trips.<br />

The trend when it comes to private islands is<br />

that more and more groups, such as company<br />

incentives, friends, multigenerational families,<br />

are looking to stay on a remote and private<br />

island. Since there are only a few private<br />

islands in the Mediterranean, these kinds<br />

of trips are mainly overseas. It’s interesting<br />

to note that people are not always looking<br />

for sandy beaches and turquoise waters, it<br />

could also be adventure on a private island in<br />

Canada or Patagonia.<br />

Beach Resorts are always trendy. In the past<br />

few years, it has been amazing to see how<br />

many new luxury beach hotels have been<br />

opened and will open in the near future. This<br />

is good for the luxury market also, as many<br />

hotels are now forced to invest money in<br />

order not to lose their touch.<br />

Could you tell us a bit more about your<br />

role as Virtuoso travel advisor? What is a<br />

typical day like for you?<br />

Many people think that being a travel advisor<br />

is an easy-going job, but it can be quite<br />

challenging at times. Just like stockbrokers,<br />

we have to gather data and update ourselves<br />

on a daily basis to be able to provide the<br />

best service to our clients. Since we are an<br />

industry in which we deal with people’s most<br />

valuable time – their holidays – clients can<br />

often be demanding, as they want to have<br />

a perfect experience. As a Virtuoso Advisor,<br />

I would say the big difference is that we are<br />

communicating much more with the hotels<br />

in order to make sure the hotel experience<br />

for our clients is out of the ordinary


<strong>Hotel</strong> & <strong>Tourism</strong><br />

<strong>SMARTreport</strong> <strong>#43</strong><br />

2019 Summer Edition 17<br />

17<br />

© Gudmundur Thor Karason<br />

LUXURY TRAVELLERS ARE SEEKING<br />

MORE SUSTAINABLE EXPERIENCES THAT<br />

BENEFIT BOTH THEMSELVES AND THE HOST<br />

COMMUNITY<br />

Eliza Reid<br />

First Lady of Iceland,<br />

United Nations Special Ambassador<br />

for <strong>Tourism</strong> and the Sustainable<br />

Development Goals<br />

ON LUXURY, SUSTAINABILITY<br />

AND AUTHENTIC EXPERIENCES<br />

Exclusive interview: Eliza Reid - First Lady of Iceland, United Nations<br />

Special Ambassador for <strong>Tourism</strong> and the Sustainable Development Goals<br />

Eliza Jean Reid, First Lady of Iceland, recently attended ITB Berlin "wearing<br />

several hats”, as First Lady, but also in her role as Special Ambassador for<br />

the UN, and at the same time talking about luxury travel. We asked her<br />

how these roles co-exist.<br />

As travellers become increasingly aware<br />

of the social and environmental impact of<br />

their visits, they seek more “authentic”<br />

experiences that connect them with<br />

the local people, culture and nature of<br />

the country they are visiting. The luxury<br />

travel sector is no different, and in fact<br />

will enable tourists to contribute in a<br />

sustainable way to the countries that they<br />

visit.<br />

How important is tourism to Iceland’s<br />

economy today, and how is luxury travel<br />

evolving there? Is your background as a<br />

travel writer influencing this in any way<br />

do you think?<br />

<strong>Tourism</strong> played a crucial role in the<br />

recovery of the Icelandic economy and<br />

in local job creation following the 2008<br />

recession. Today tourism is the largest<br />

export sector in Iceland, accounting for<br />

42% of total foreign currency revenue<br />

in 2018 (Q1-3). The sector has grown<br />

from accounting for 7.9% of total jobs in<br />

Iceland in 2010 to 15.7% in 2018.<br />

<strong>Tourism</strong> has strengthened various local<br />

services and cultural activities around<br />

the country, benefitting both locals and<br />

visitors. Following rapid growth in tourism<br />

in recent years, an increasing range of<br />

services and experiences are available to<br />

visitors, including luxury travellers.<br />

Visitors have been enjoying salmon<br />

fishing in Icelandic rivers for decades,<br />

but now there is a vast array of luxury<br />

activities on offer, such as unique outdoor<br />

excursions, helicopter rides, exclusive<br />

geothermal spa experiences, heliskiing,<br />

and more. The availability and variety of<br />

luxury accommodation has also increased<br />

in recent years.<br />

As a travel writer, I endeavoured to share<br />

my experiences of a different location<br />

in an entertaining way, hoping to help<br />

perhaps shed a new light on a certain<br />

region or to inspire people to undertake<br />

their own trip. I didn’t write for any<br />

specific market sector, but I would always<br />

encourage sustainable tourism, whether<br />

in the luxury sector or elsewhere.<br />

How do you feel the “concept” of<br />

luxury travel is changing over time?<br />

I believe, or hope, that luxury travellers<br />

are seeking more sustainable experiences<br />

that benefit both themselves and the host<br />

community, and hope they travel with<br />

increased awareness of both the positive<br />

and negatives effects their visits can have<br />

on a community, while of course aiming<br />

to increase the former and minimise or<br />

eliminate the latter


ELITE TRAVEL TRENDS<br />

PAYMENT FOR GOODS AND<br />

SERVICES IS BECOMING A MAJOR ISSUE<br />

FOR FOREIGN VISITORS TO CHINA<br />

James Jianzhang Liang<br />

Co-founder & Chairman, Ctrip<br />

CORRECTING THE TOURISM<br />

TRADE BALANCE<br />

James Jianzhang Liang, Co-founder and Chairman, Ctrip,<br />

on bringing more tourists to China<br />

James Jianzhang Liang was at ITB China this year, where he addressed a<br />

“standing room only” conference room on innovating in dealing with<br />

demographics; but also made some hard-hitting points about China’s<br />

tourism trade deficit. We asked him to tell us more.<br />

Much of China’s trade surplus in physical<br />

goods is being offset by a deficit in<br />

tourism. The trade surplus in goods<br />

amounts to US$400bn, but the trade<br />

deficit in tourism is around US$200bn. On<br />

a global perspective, when one talks about<br />

trade, and the contribution of tourism<br />

to different nations’ economies, Chinese<br />

outbound tourists are major contributors.<br />

China has a huge potential to develop<br />

inbound business, but there is a continuing<br />

trend for outbound tourism to outgrow<br />

inbound by a big margin, and this could<br />

eventually lead to an overall trade deficit,<br />

which would have a very important impact<br />

on the economy.<br />

What do you suggest should be done<br />

to rectify this?<br />

Ctrip cannot fix this problem alone. There<br />

are a lot of issues that need to be dealt<br />

with. The facilitation of visas is one area<br />

where things could be further improved.<br />

We can help to some extent when it comes<br />

to helping people with their applications<br />

and so on. But payment for goods and<br />

services is becoming a major issue for<br />

foreign visitors to China, as China has<br />

gotten rid of cash, and most Chinese<br />

people pay with their phones. The issue<br />

arises where foreigners cannot link their<br />

bank cards to China’s mobile payment<br />

systems. While some merchants accept<br />

cards like Visa or Mastercard, more and<br />

more only take cash or mobile payment.<br />

We believe that if operators like ourselves,<br />

or WeChat Pay, can be linked to foreign<br />

bank cards, this could greatly facilitate<br />

travel for overseas visitors.<br />

You’re talking about a deficit, and<br />

in your presentation, you showed<br />

examples of other countries that had<br />

issues in this respect. Where is China<br />

situated on that sliding scale?<br />

In terms of absolute trade deficit in tourism,<br />

China’s deficit is bigger than all the others<br />

combined. In terms of percentage of GDP,<br />

China is ranked 11th, behind some of the<br />

countries that have internal problems, like<br />

Sudan or the Palestinian territories, because<br />

not many people want to go there. While<br />

there is a problem to be solved, there is<br />

also a perception issue. Work needs to be<br />

done on promotion, spending more on<br />

social media and other advertising means,<br />

to promote destinations here


<strong>Hotel</strong> & <strong>Tourism</strong><br />

<strong>SMARTreport</strong> <strong>#43</strong><br />

2019 Summer Edition 19<br />

19<br />

CHINESE HIGH-END<br />

CUSTOMISED TRAVEL<br />

A joint report by Ctrip and COTRI unveiled at ITB China Conference<br />

This year’s ITB China conference<br />

saw the revealing, on Thursday<br />

May 16, of a new report by Ctrip<br />

and COTRI, which details the wants<br />

and needs of high end customers<br />

in customized travel, as opposed to<br />

standard customised travel.<br />

Ctrip, the largest online travel agent in<br />

Asia, and the China Outbound <strong>Tourism</strong><br />

Research Institute, or COTRI, jointly released<br />

a new travel report today at the 2019 ITB<br />

China trade fair in Shanghai. The report<br />

examines the trends of Chinese outbound<br />

travelers who are opting for more high-end<br />

customised travel.<br />

In order to meet the highly personalised<br />

travel demands of Chinese travelers, Ctrip's<br />

Customised Travel unit was established in<br />

January 2016. As the concept of high-end<br />

customised travel has gone mainstream in<br />

China, in March 2019, Ctrip's Customised<br />

Travel launched a platform designed<br />

especially for high-net-income individuals.<br />

The platform serves Chinese high-end<br />

customers who are increasingly interested<br />

in top-quality services and the exclusive<br />

use of highly scarce resources. As seasoned<br />

travellers who regard travel as a major<br />

leisure activity, they are actively in search of<br />

services, resources and experiences that are<br />

high-quality, unique and niche. Flexible with<br />

their time and not bound by cost issues,<br />

these customers highly value exclusivity and<br />

privacy during their travel experiences.<br />

According to the report, women, couples<br />

and those in the 31-40 age group were the<br />

most likely demographics to book highend<br />

customised travel packages overseas.<br />

The top 10 most popular destinations were<br />

Thailand, Japan, Indonesia, Maldives, USA,<br />

Australia, France, Singapore, UAE and Italy.<br />

In 2018, the number of orders on the<br />

platform increased 180% compared to the<br />

year before. Although Shanghai, Beijing<br />

and Guangzhou are the top three local<br />

markets with the highest demand for highend<br />

customized travel, the growth rate<br />

of orders from second and third-tier cities<br />

such as Xi'an and Tianjin surpassed that of<br />

first-tier cities. Ctrip's data show that the<br />

average expenditure per person on a highend<br />

customized travel package was RMB<br />

23,800 (US$3,410).<br />

The demand for unique activities such as<br />

helicopter tours, fine dining, attendance<br />

of special sporting events such as FIFA<br />

World Cup and unique accommodation<br />

arrangements such as island resorts reflects<br />

ongoing interest in higher end, more<br />

tailored experiences in the Chinese travel<br />

market.<br />

Jonathan Xie, General Manager of<br />

Customised Travel Business, hopes that<br />

efficient connections can be built amongst<br />

customers, businesses and travel providers,<br />

stating: "The aim of Ctrip's Customised<br />

Travel Platform 3.0 is to make travel easy, in<br />

any location, in any way our clients want to<br />

make their trip"<br />

HIGH-END CUSTOMISED<br />

TRAVEL CLIENTS<br />

The main target clients for high-end<br />

customized travel are China’s high-networth-individuals<br />

(HNWIs). By 2018, there<br />

were 1.67 million HNWIs in China. For them,<br />

health is the most frequently mentioned<br />

desire, and traveling has become a major<br />

leisure activity and a necessity for life.<br />

Jonathan Xie<br />

General Manager,<br />

Customized Travel Business,<br />

Ctrip


ELITE TRAVEL TRENDS<br />

FOR MORE AND MORE CHINESE GUESTS,<br />

THE OPPORTUNITY TO LEAVE THE CONFINES OF<br />

OUR LUXURY ACCOMMODATION AND CONNECT<br />

WITH PEOPLE IN OUR DESTINATION IS ONE OF<br />

THE THINGS THAT THEY LOVE MOST.<br />

Jonathan Cheung<br />

CEO, Abercrombie & Kent China<br />

THE EVOLUTION OF CHINESE<br />

LUXURY TRAVEL<br />

Jonathan Cheung, CEO – A&K China – on changing wants and needs<br />

Chinese demand for international<br />

luxury travel is developing rapidly.<br />

Gone are the days of hitting over<br />

10 European countries in one trip.<br />

We asked Jonathan Cheung, CEO of<br />

Abercrombie & Kent China how he<br />

sees the market evolving.<br />

Chinese upscale travellers increasingly<br />

demand unique itineraries, high degrees<br />

of personalisation, considerate service,<br />

exclusive access, or are identifying a clear<br />

purpose or theme for trips, such as wine<br />

tasting or architecture, which leads to<br />

a huge surge in the use of luxury travel<br />

agencies and consultants. Furthermore,<br />

these upscale travellers desire adventures<br />

in less-travelled destinations, such as<br />

Africa or the Polar regions. The more<br />

exotic and extremer the destinations are,<br />

the more luxurious experience the guests<br />

are caring for.<br />

You say it’s important to satisfy<br />

travellers’ “spiritual’ demands”. What<br />

do you mean by that?<br />

Thanks to the expansion of the luxury<br />

travel market, most of the affluent<br />

travellers are becoming less price sensitive<br />

and seasoned. The travellers are having<br />

more diversified needs for customised<br />

destinations and products, and starting to<br />

seek unique experiences and inspirations<br />

instead of material goods. For A&K, most<br />

of our Chinese guests are senior executives,<br />

business owners and entrepreneurs,<br />

who’re always finding themselves with a<br />

busy and hectic schedule. When we plan<br />

the trips for them, we’re always trying<br />

to encourage the guests to break out<br />

of the box. We will discuss with guests<br />

about their “mental” demands. These<br />

may be about study, cultural immersion,<br />

parent-children interaction, philanthropy<br />

and charity, spiritual practice and so on.<br />

For example, in October 2019, we have<br />

specially designed an Egypt journey for<br />

our guests who have a great interest in<br />

culture and history. It is like a master class<br />

in both Egyptian history and luxury travel.<br />

Our guests will not only travel with our<br />

external experts from the Academy of<br />

Arts & Design, Tsinghua University, but<br />

also the region's best Egyptologists from<br />

A&K, whose dedication to the journey is<br />

rivalled only by their passion for local art,<br />

history and culture.<br />

Our philanthropy project is another<br />

highlight that I would like to share. The<br />

joys of luxury travel are many, but for<br />

more and more Chinese guests, the<br />

opportunity to leave the confines of our<br />

luxury accommodation and connect with<br />

people in our destination is one of the<br />

things that they love most. The mission<br />

of Abercrombie & Kent Philanthropy<br />

(AKP), founded in 1982, is to positively<br />

impact the lives and livelihoods of the<br />

communities where our guests travel.<br />

Today, AKP carries on A&K’s social and<br />

environmental commitments on a global<br />

scale with over 40 projects on all seven<br />

continents. Guests of A&K are able to visit<br />

these projects and support the continuing<br />

development of AKP’s investments in the<br />

natural and cultural heritage of diverse<br />

destinations around the world


ASIA - PACIFIC<br />

<strong>Hotel</strong> & <strong>Tourism</strong><br />

<strong>SMARTreport</strong> <strong>#43</strong><br />

2019 Summer Edition 21<br />

21<br />

APAC RIDING WAVE<br />

OF TOURISM SUCCESS<br />

Arrivals in Asia and the Pacific are<br />

forecast to grow 5% to 6% in 2019,<br />

after a 6% increase in 2018, with<br />

still considerable growth potential<br />

in many emerging source markets<br />

and destinations.<br />

The UNWTO reports that over the<br />

past year, positive growth has been<br />

experienced in tourism receipts, in<br />

particular for destinations in Asia.<br />

China recorded a 30% increase up<br />

to September, rebounding strongly<br />

from a decline in 2017 as a weaker<br />

Yuan made the destination more<br />

affordable. Japan and Macao<br />

(China) also led results with a<br />

19% and 16% increase in tourism<br />

earnings respectively. Thailand<br />

recorded an 8% increase, following<br />

several years of double-digit figures.<br />

In Australia, receipts increased by<br />

12%. Hong Kong (China), India,<br />

Republic of Korea, Indonesia,<br />

Taiwan (pr. of China), and Vietnam<br />

all posted double-digit figures,<br />

benefitting from a strong Chinese<br />

and Indian outbound market. In the<br />

following pages, you will find more<br />

details about travel and tourism<br />

trends in APAC.<br />

Currumbin Beach, Gold Coast, Australia


ASIA - PACIFIC<br />

FACTS & FIGURES<br />

TOURISM BOOM<br />

CONTINUES IN APAC<br />

Asia-Pacific records 6% rise in<br />

international tourism in 2018<br />

The World <strong>Tourism</strong> Organisation reports<br />

Asia and the Pacific recorded 6% growth<br />

in 2018, reaching 343 million international<br />

tourist arrivals. Arrivals in the region<br />

account for almost one-fourth of the<br />

worldwide total.<br />

Results were driven by Southeast Asia<br />

(+7%) where most destinations posted<br />

strong growth, particularly Vietnam,<br />

which has seen a surge in international<br />

tourists in recent years from virtually all<br />

world regions. Indonesia and Cambodia<br />

enjoyed double-digit increases in arrivals,<br />

thanks to continued robust demand from<br />

China and India. Thailand, the most visited<br />

destination in South-East Asia, as well<br />

as the Philippines also recorded strong<br />

growth on the back of higher visitor<br />

flows from China. Singapore also posted<br />

positive growth in 2018 thanks to good<br />

performance from several of its source<br />

markets.<br />

International arrivals in Northeast Asia<br />

increased 6%, led by the Republic of<br />

Korea which continues to rebound from a<br />

weaker 2017. Japan, which has become<br />

the third most visited destination in Asia<br />

following six straight years of doubledigit<br />

figure growth, also showed positive<br />

growth in 2018 despite a slight slowdown<br />

due to the impact of the typhoon Jebi and<br />

the Hokkaido Eastern Iburi earthquake<br />

which occurred in September 2018.<br />

Macao and Hong Kong also reported solid<br />

results. Meanwhile mainland China, the<br />

region’s largest destination recorded only<br />

2% growth in the first three quarters of<br />

2018. The opening of the Hong-Kong –<br />

Zhuhai – Macau Bridge in October 2018<br />

was expected to enhance connectivity<br />

and boost tourist flows between the three<br />

cities of the Greater Bay Area.<br />

South Asia (+5%) also enjoyed a strong<br />

year, with Nepal profiting from higher<br />

inbound from India, China and European<br />

source markets thanks to a number of<br />

promotional campaigns. Sri Lanka, India<br />

and the Maldives all reported sound<br />

results<br />

RUSSIANS<br />

RUSH TO<br />

APAC:<br />

ARRIVALS UP<br />

54.4%<br />

Geoffrey Gelardi – winner<br />

of the Mary Gostelow Award<br />

for hospitality – in background<br />

- Matthew Upchurch, CEO<br />

It’s boom of Virtuoso time and ILTM for Director Russian<br />

Alison Gilmore<br />

arrivals in Asia-Pacific (APAC)<br />

countries, thanks to a doubling<br />

in seat capacity on direct flights<br />

from Russia to selected APAC<br />

destinations. The trend is<br />

revealed in the latest findings<br />

from analysts ForwardKeys.<br />

Total international arrivals<br />

in the APAC region were<br />

up 3.8%, May 2018 to April<br />

2019. However, Russia’s 54.5%<br />

increase meant Europe was the<br />

top growing origin continent,<br />

up 6.3%. Growth in Russian<br />

leisure travellers (up 62.8%)<br />

dramatically outstripped<br />

business travel (up 27.5%) and<br />

they’re staying for 16 nights on<br />

average. In line with general<br />

trends towards shorter lead<br />

times, the Russians are booking<br />

fewer days in advance, 65.8<br />

days, down from 78.1 days<br />

INTERNATIONAL<br />

TOURIST ARRIVALS,<br />

12<br />

10<br />

8<br />

ASIA AND THE PACIFIC<br />

7<br />

5.6 6<br />

6<br />

6<br />

8.7<br />

6<br />

(% change)<br />

5.6<br />

5<br />

17/16<br />

18*/17 January - December<br />

4<br />

2<br />

3.4<br />

3<br />

0<br />

Asia and<br />

the Pacific<br />

North-East<br />

Asia<br />

South-East<br />

Asia<br />

Oceania<br />

South<br />

Asia<br />

Source: World <strong>Tourism</strong> Organization (UNWTO) ©<br />

* Provisional data


<strong>Hotel</strong> & <strong>Tourism</strong><br />

<strong>SMARTreport</strong> <strong>#43</strong><br />

2019 Summer Edition 23<br />

23<br />

Mario Hardy<br />

Chief Executive,<br />

Pacific Asia Travel Association (PATA)<br />

THE PATA VIEWPOINT<br />

PATA CEO Dr Mario Hardy talks about the future of his organisation,<br />

and that of tourism in the region<br />

PATA CEO Dr Mario Hardy has been over four and a half years at the helm of<br />

the organisation now. We asked him what he sees as being the “journey”<br />

for PATA for the coming years, and what his “vision” is in this respect.<br />

Four years ago, PATA started on a journey<br />

of becoming financially sustainable<br />

which we have now achieved. Moving<br />

forward, our focus is about increasing<br />

PATA’s influence and thought leadership,<br />

as well as taking a strong stance when<br />

we see threats or injustice in our sector.<br />

Most importantly, our mission has and will<br />

always be about increasing our members<br />

engagement with the tourism sector at<br />

large and between members in general.<br />

What are the key findings of your “Asia<br />

Pacific Visitor Forecasts 2019-2023”?<br />

It would not be a surprise if I told you<br />

that we see “growth” across the Asia<br />

Pacific region over the next five years.<br />

However, it is fair to say that it is uneven<br />

growth, as some destinations are on the<br />

verge of having too much while others<br />

suffer from “undertourism”. The latter is<br />

especially true for the islands of the Pacific<br />

due to their remoteness and accessibility<br />

challenges.<br />

Should APAC nations be trying to<br />

diversify more in their source markets?<br />

At the recent ASEAN <strong>Tourism</strong> Forum<br />

in Ha Long Bay, Vietnam, I had the<br />

opportunity to highlight to the ASEAN<br />

tourism ministers the pressing need for<br />

diversifying their source markets. I asked<br />

them to play a simple exercise by taking<br />

their number one source market and<br />

removing it from the equation, then<br />

see what impact it would have on their<br />

tourism economy. Why is this important,<br />

because we have seen in recent times<br />

how political and economic shifts can<br />

affect tourism arrivals into a destination.<br />

Like any good investment advisor would<br />

tell you, diversification and a balanced<br />

portfolio are key to a good investment<br />

portfolio, the same theory applies here.<br />

One of your favourite topics is AI.<br />

Why so?<br />

I am curious by nature and fascinated by<br />

the possibilities of AI in solving real-world<br />

human challenges, and equally concerned<br />

that humans may use AI for the wrong<br />

purpose. My fascination with the tech<br />

world is beyond my day job at PATA,<br />

however, AI is already starting to make an<br />

impact on the tourism sector. The tech to<br />

watch is voice assistance and how it will<br />

soon be an integral part of our daily life<br />

DIVERSIFICATION<br />

AND A BALANCED<br />

PORTFOLIO ARE<br />

KEY TO A GOOD<br />

INVESTMENT<br />

PORTFOLIO, THE<br />

SAME THEORY<br />

APPLIES HERE


ASIA - PACIFIC<br />

FACTS & FIGURES<br />

Officially opened to traffic at<br />

9:00am on 24 th October 2018, it is<br />

simply the longest sea bridge in the<br />

world, and is destined to greatly<br />

boost business and tourism for<br />

Macao, while in itself being a breathtaking<br />

structure and achievement.<br />

With a total length of 55 kilometres, including<br />

a 6.7-km-long underwater tunnel, the Hong<br />

Kong-Zhuhai-Macao Bridge (HKZM Bridge),<br />

situated across the waters of Lingdingyang<br />

of Pearl River Estuary, is a mega-size sea<br />

crossing linking the Hong Kong Special<br />

Administrative Region (HKSAR), Zhuhai City<br />

of Guangdong Province and Macao Special<br />

Administrative Region. It consists of a Main<br />

Bridge in Mainland waters together with<br />

the boundary crossing facilities and link<br />

roads within the three places.<br />

The functions of the Bridge are to meet<br />

the demand of passenger and freight land<br />

transport among Hong Kong, the Mainland<br />

(particularly the region of Pearl River<br />

West) and Macao, to establish a new land<br />

transport link between the east and west<br />

banks of the Pearl River, and to enhance the<br />

economic and sustainable development of<br />

the three places.<br />

The new link was the first large-scale project<br />

developed jointly by the governments<br />

NEW LINK…<br />

NEW HORIZONS<br />

HKZM bridge set to facilitate Macao’s role<br />

in international development<br />

of the three places it immediately<br />

serves, demonstrating the successful<br />

implementation of the “one country, two<br />

systems” principle. It also represented<br />

a breakthrough moment in terms of the<br />

construction techniques used and in terms<br />

of the coordination mechanism applied to<br />

blend together the work of three places that<br />

each had a distinct set of public policies.<br />

NEW BOUNDARY<br />

CLEARANCE MODEL FOR<br />

MACAO-ZHUHAI BORDER<br />

The facilities offering border crossing<br />

services for passengers and vehicles<br />

travelling between Macao, Hong Kong and<br />

Zhuhai are open 24 hours a day, with the<br />

Customs clearance between Macao and<br />

Zhuhai conducted on a “Joint Inspection<br />

and One-time Release” principle, the<br />

nation's first border clearance model.<br />

SHUTTLE BUS SERVICES<br />

CONNECT TO MACAO<br />

BORDER AND HKIA<br />

Shuttle buses are the main public<br />

transportation plying the bridge between<br />

Hong Kong, Macao, and Zhuhai borders,<br />

with the two main routes being the Hong<br />

Kong/Zhuhai run and the Hong Kong/<br />

Macao run. The Hong Kong/Macao route -<br />

transporting residents and visitors between<br />

the Macao border and Hong Kong border<br />

- provides about 200 coach trips daily,<br />

scheduled to depart every 5 minutes during<br />

peak period; 10 to 15 minutes during<br />

non-peak period; and 15 to 30 minutes<br />

overnight (midnight to 6:00am). Crossborder<br />

coaches provide services between<br />

the urban areas of Hong Kong and Macao<br />

with fixed stopping points, fixed routes and<br />

fixed schedules. Meanwhile, the shuttle bus<br />

route connecting Hong Kong International<br />

Airport and Macao border crossing area<br />

provides an alternative route for residents<br />

and visitors making their way to Hong Kong<br />

International Airport


<strong>Hotel</strong> & <strong>Tourism</strong><br />

<strong>SMARTreport</strong> <strong>#43</strong><br />

2019 Summer Edition 25<br />

25<br />

FORBES TRAVEL GUIDE<br />

EXPANDING IN ASIA-PACIFIC<br />

CEO Filip Boyen talks about his organisation’s ambitions<br />

and roadmap in the region<br />

With the Hong-Kong based Peninsula <strong>Hotel</strong> group scooping five star<br />

honours across its brand for the Forbes Travel Guide 2019 Star Awards, and<br />

other hotels earning five-star rating for the first time, like Four Seasons<br />

Resort The Nam Hai, Hoi An, Bulgari Resort Bali and Bulgari <strong>Hotel</strong> Beijing,<br />

all eyes are turned to the east when it comes to luxury travel. For several<br />

years, Forbes Travel Guide has been enhancing its presence in the region,<br />

so we asked the organisation’s CEO, Filip Boyen, to tell us more about<br />

their activities there.<br />

We consider Asia Pacific a mature market.<br />

We entered China with Beijing and now are<br />

covering eight cities there, along with nine<br />

more countries throughout the Asia Pacific/<br />

Oceania region, including the more recent<br />

addition of Vietnam. We do now proudly<br />

feature Seoul as a destination on our list,<br />

and the city boasts several Star Award<br />

recipients, including The Shilla Seoul,<br />

a Five-Star award winner. Growth and<br />

expansion continues in Asia Pacific, and<br />

we will be announcing our first winners<br />

for Cambodia. Plus, growth of destinations<br />

in the Asia/Oceania region are happening<br />

already this year, including the Republic of<br />

the Maldives, French Polynesia and New<br />

Zealand.<br />

It’s less than a year since you’ve been at<br />

the helm of Forbes Travel Guide. How<br />

are you “fitting in”?<br />

My tenure at Forbes Travel Guide has flown<br />

by, and it is hard to believe my anniversary<br />

will be in November. It has been the most<br />

enjoyable time in my career. One of the<br />

greatest highlights was Verified, The<br />

Forbes Travel Guide Luxury Summit, which<br />

had more than 700 attendees, celebrates<br />

our annual Star Award winners and<br />

offers attendees the opportunity to join a<br />

program of informational sessions. Another<br />

highlight of my new role was being able to<br />

then take the time afterward to set up a<br />

schedule of destination visits and see those<br />

properties in person. Forbes Travel Guide<br />

exists to champion, support and celebrate<br />

all those with a passion for extraordinary<br />

service and that makes my job incredibly<br />

meaningful and enjoyable.<br />

What differentiates Forbes Travel<br />

Guide?<br />

Forbes Travel Guide is the only global,<br />

independent luxury ratings association that<br />

offers objective, professional incognito<br />

evaluations to determine the very best<br />

properties in the world. A rating cannot be<br />

bought or influenced; we pay for all our own<br />

inspections, and the results are determined<br />

via a stringent set of standards, that is both<br />

geographically and culturally sensitive in<br />

application. We are a transparent business<br />

and have taken very specific steps over<br />

recent years to bring clarity and open<br />

dialogue with the industry<br />

Filip Boyen<br />

CEO, Forbes Travel Guide<br />

GROWTH OF DESTINATIONS IN<br />

THE ASIA/OCEANIA REGION ARE<br />

HAPPENING ALREADY THIS YEAR,<br />

INCLUDING THE REPUBLIC OF THE<br />

MALDIVES, FRENCH POLYNESIA AND<br />

NEW ZEALAND


ASIA - PACIFIC<br />

AIR TRANSPORT<br />

KEY NEWS ON APAC ROUTES<br />

AND AIRPORTS<br />

LUFTHANSA INSPIRES<br />

CHINESE TO TRAVEL WITH<br />

ITS NEW BRAND CAMPAIGN<br />

#LIFECHANGINGPLACES<br />

© N509FZ<br />

CHINA SOUTHERN ANNOUNCES NEW<br />

SERVICES IN EUROPE<br />

Building on the success of its brand claim “Say<br />

Yes to the World”, Lufthansa has launched a new<br />

cross-media brand campaign in China, named<br />

#LifeChangingPlaces. The campaign invites global<br />

travellers to explore the limits of who they are and<br />

find out who they can be. Commenting on the<br />

strategic thought behind the campaign, Michael<br />

Knapp, Director B2C Marketing Asia Pacific,<br />

Lufthansa said: “Places can change people. They<br />

can inspire and motivate them to become more<br />

of who they are by opening them up to new<br />

experiences. At Lufthansa German Airlines, we<br />

want to enable such experiences for everyone. That<br />

is the main goal of our brand campaign.”<br />

China Southern is expanding this summer with a new route to Vienna<br />

and potentially new flights to Italy. China Southern is the largest airline<br />

in Asia with over 138 million passengers last year while operating a<br />

fleet of 820 aircraft.<br />

Looking to further expand in Europe, particularly from its main hub in<br />

Guangzhou in Southern China, the carrier confirmed the launching of<br />

a three-time weekly service linking Guangzhou to Vienna with a stopover<br />

in Urumqi. The new service was set to begin on June 18, 2019<br />

using the Boeing 787 Dreamliner. After the operation of Guangzhou-<br />

Urumqi- Vienna service, China Southern Airlines network will cover<br />

nine destinations in Europe. The others are Frankfurt, Amsterdam,<br />

Istanbul, London, Moscow, Paris, Rome and Saint Petersburg.<br />

LUFTHANSA LAUNCHES<br />

NEW APAC ROUTES<br />

Lufthansa has launched an Osaka-Munich route<br />

with an Airbus A350-900. The first flight from<br />

Munich arrived at Kansai International Airport at<br />

6:20am on April 1, and the first flight from Kansai<br />

International Airport to Munich Airport departed at<br />

8:50am on the same day.<br />

Meanwhile, as of 4 th June 2019, Lufthansa began<br />

operations between Singapore and Munich on<br />

daily basis. After the airline reintroduced the<br />

Singapore – Munich route in March 2018 with the<br />

Airbus A350–900, the airline decided to increase<br />

the frequency up to seven times a week.<br />

VIETNAM AIRLINES COMPLETES FLEET<br />

PURCHASE OF A350 AIRCRAFT<br />

On 3 rd April 2019, Airbus presented Vietnam Airlines’ 14 th Airbus<br />

A350-900 at a special ceremony in Toulouse. The ceremony was<br />

attended by the Chairwoman of the National Assembly of Vietnam,<br />

Nguyen Thi Kim Ngan, and high-ranking officials of the country’s<br />

National Assembly. The aircraft completed Vietnam Airlines’ order of<br />

14 Airbus A350-900s, marking another milestone in the national flag<br />

carrier's fleet development and expansion programme as it moves<br />

towards Skytrax 5-star status.


<strong>Hotel</strong> & <strong>Tourism</strong><br />

<strong>SMARTreport</strong> <strong>#43</strong><br />

2019 Summer Edition 27<br />

27<br />

AIR FRANCE-KLM GROUP<br />

INCREASES SERVICES TO ASIA<br />

In Japan, the Air France-KLM group is significantly<br />

increasing its service to Tokyo - 2 additional flights<br />

to Tokyo-Haneda on departure from Paris with Air<br />

France (14 weekly flights) and 3 additional flights to<br />

Tokyo-Narita on departure from Amsterdam with KLM<br />

(10 weekly flights). With these increased frequencies,<br />

the group is increasing capacity by +12% to Japan.<br />

In China: KLM supports this dynamic in Asia with<br />

an additional weekly flight to Shanghai (12 weekly<br />

flights).<br />

© Jewel Changi Airport Devt.<br />

QANTAS OPERATES WORLD’S<br />

FIRST ZERO WASTE FLIGHT<br />

The first-ever commercial flight to produce no landfill waste<br />

took to the skies this on May 8, 2019, marking the start of<br />

Qantas’ plan to cut 100 million single-use plastics by end-<br />

2020 and eliminate 75% of the airline’s waste by end-2021.<br />

All inflight products on board QF739, flying from Sydney to<br />

Adelaide and staffed by cabin crew from the Qantas ‘Green<br />

Team’, were to be disposed of via compost, reuse or recycling.<br />

Speaking at the flight’s departure, Qantas Domestic CEO<br />

Andrew David said the trial flight was an important milestone<br />

for the national carrier’s plan to slash waste. “In the process of<br />

carrying over 50 million people every year, Qantas and Jetstar<br />

currently produce an amount of waste equivalent to 80 fullyladen<br />

Boeing 747 jumbo jets. We want to give customers the<br />

same level of service they currently enjoy, but without the<br />

amount of waste that comes with it.”<br />

Jewel Changi Airport's<br />

magnificent Forest Valley<br />

© Masakatsu Ukon<br />

JEWEL CHANGI AIRPORT<br />

OPENS TO THE PUBLIC<br />

In April, Jewel Changi Airport gave selected members of<br />

the public a sneak peek into the one-of-a-kind lifestyle<br />

destination. The 135,700 sq m complex, built on the site<br />

of the former Terminal 1 open air carpark, is designed<br />

by world-renowned architect Moshe Safdie and features<br />

a distinctive dome-shaped façade. It will offer both<br />

local residents and international visitors a multi-faceted<br />

experience that includes attractions, unique shopping and<br />

dining concepts, as well as airport and accommodation<br />

facilities. Ms Hung Jean, Chief Executive Officer, Jewel<br />

Changi Airport Devt, said, “The vision for Jewel Changi<br />

Airport is to be a destination where ‘The World meets<br />

Singapore, and Singapore meets the World’. The<br />

unique proposition of world-class shopping and dining,<br />

seamlessly integrated with lush greenery, fulfils the needs<br />

of increasingly discerning travellers for a meaningful and<br />

experiential journey, even for brief layovers.”<br />

GARUDA INDONESIA<br />

LAUNCHES THE FIRST NON-STOP<br />

FLIGHT BETWEEN WESTERN EUROPE<br />

(LONDON HEATHROW) AND BALI<br />

Garuda Indonesia started non-stop flights from London<br />

Heathrow to Bali from January 22. The flight, operated<br />

three times per week utilising a Boeing 777-300ER, is part<br />

of a modification in the route between Jakarta and London<br />

Heathrow: it becomes a triangular flight Jakarta – Heathrow<br />

– Denpasar – Jakarta and thus becomes the very first nonstop<br />

flight between Western Europe and the most popular<br />

Indonesian holiday island. The slightly more than 15 hours<br />

flight departs in London at 21:55 and arrives the next day<br />

at 21:15 in Denpasar (Bali). The return flight from Bali to<br />

Heathrow does have a stopover in Jakarta.


ASIA - PACIFIC<br />

TRENDING DESTINATIONS<br />

INDIA…<br />

AS INCREDIBLE<br />

AS EVER<br />

Developing new multi-pronged<br />

tourism approach<br />

A number of new initiatives are underway in India’s tourism<br />

sector aiming to provide visitors to “Incredible India” with<br />

a spiritually enhancing, culturally enriching, physically<br />

invigorating and mentally rejuvenating experience.<br />

© Messe Berlin GmbH<br />

In the past few years, India has<br />

committed a sum of nearly<br />

€860m under two major schemes<br />

of the Ministry of <strong>Tourism</strong> for<br />

development of tourism circuits,<br />

preservation and maintenance<br />

of monuments, human resource<br />

development, Information<br />

Technology, etc. In addition, a large<br />

sum of money has been invested<br />

expanding and modernising the<br />

nation’s infrastructure in airports<br />

and airlines, railways, national<br />

highways, hotels and transport. A<br />

total of 17 prominent tourist sites<br />

are being developed into iconic<br />

tourism destinations by following<br />

a holistic approach involving<br />

infrastructure and skill development,<br />

progress in technology, attracting<br />

private investment, branding and<br />

marketing.<br />

Meanwhile, a new certification<br />

programme has been established<br />

for tourist guides. Yogendra<br />

Tripathi, the new Secretary of<br />

the Ministry of <strong>Tourism</strong> for the<br />

Government of India explains,<br />

“The Ministry of <strong>Tourism</strong> has<br />

rolled out the Incredible India<br />

Tourist Facilitator Certification<br />

(IITFC) Programme in New Delhi to<br />

enable Indian citizens to develop<br />

and enhance the skills associated<br />

with tourism, and where one<br />

can incorporate knowledge<br />

about facilitating tourists visiting<br />

the country. The certification<br />

programme comprises basic and<br />

advanced self-paced courses<br />

designed in a manner that the<br />

users can learn in their own time,<br />

space, path and pace. The basic<br />

course, comprising of 7 modules,<br />

is aimed at training the facilitators<br />

for knowledge, skills and attitude<br />

domains. Successful completion<br />

of this programme enables the<br />

learner to become a Certified<br />

Tourist Facilitator of the Ministry<br />

of <strong>Tourism</strong>, Government of India”<br />

ITB TRADE SHOW<br />

MAKES ITS WAY TO<br />

THE SOUTH ASIAN<br />

SUBCONTINENT<br />

IN 2020 WITH<br />

THE INAUGURAL<br />

EDITION OF ITB<br />

INDIA<br />

Organised by world-leading trade fair<br />

company Messe Berlin, ITB India will be<br />

a three-day business-to- business travel<br />

trade show and convention focusing<br />

on the Indian travel market. It will take<br />

place at the Bombay Exhibition Centre in<br />

Mumbai, India, from 15 to 17 April 2020.<br />

“In recent years, we have given the ITB<br />

brand an increasingly international<br />

dimension,” said Dr Christian Göke, Chief<br />

Executive Officer of Messe Berlin. “From a<br />

global and regional perspective, India is a<br />

vast source market for the travel industry<br />

with a huge growth potential. We are<br />

delighted that ITB India will in future<br />

complement the trio of ITB Berlin, ITB<br />

Asia and ITB China, making it a quartet<br />

and strengthening the global ITB brand”


<strong>Hotel</strong> & <strong>Tourism</strong><br />

<strong>SMARTreport</strong> <strong>#43</strong><br />

2019 Summer Edition 29<br />

29<br />

Mount Fuji<br />

DESTINATION JAPAN<br />

New challenges for the nation’s tourism industry ahead<br />

of Tokyo Olympic Games<br />

As Japan passed the 30-million<br />

international travellers’ mark for<br />

the first time, the country now<br />

looks to spread tourism benefits<br />

all across to new destinations<br />

Last year, Japan recorded 31-million<br />

international travellers, representing<br />

a threefold growth over the 10 million<br />

international travellers recorded just<br />

five years before, back in 2013.<br />

The interest in destination Japan is<br />

likely to continue unabated. This is<br />

due to a combination of a relatively<br />

weak Yen, the abolition of visas for<br />

many countries and continuous<br />

growth in air transport capacities.<br />

As an example, All Nippon Airways<br />

is adding this year routes to Vienna-<br />

Tokyo and Perth-Tokyo while Japan<br />

Airlines is returning to Seattle after<br />

more than 25 years.<br />

With an eye on the hosting in Tokyo<br />

of the Summer Olympic Games and<br />

Paralympic Games in 2020, the<br />

government is targeting 40 million<br />

international travellers that year.<br />

Recently Japan’s largest travel agency<br />

and tour operator JTB Corp released a<br />

forecast over inbound tourist arrivals<br />

in 2019. JTB expects that growth<br />

will reach 12% translating into 35.5<br />

million foreign arrivals. For 2030,<br />

the government has the ambition<br />

to accommodate 60 million foreign<br />

visitors.<br />

The sharp increase in inbound<br />

tourism in recent years however<br />

brings some challenges. There is a<br />

need to diversify arrivals’ sources. In<br />

2018, 74% of all travellers came from<br />

Northeast Asia – China, Korea, Hong<br />

Kong and Chinese Taipei. Southeast<br />

Asia generated another 14% while<br />

the rest of the world represented<br />

only 12% of all arrivals. Increased<br />

promotion such as Japan’s presence<br />

at ITB seems a necessity.<br />

Another challenge is to lure travellers<br />

outside of the three big metropolitan<br />

areas consisting of Tokyo, Nagoya and<br />

the Kansai region (Osaka and Kyoto).<br />

This “golden tourism triangle” today<br />

attracts 59% of all foreign overnights.<br />

The government has set a target of<br />

increasing the share of foreign visitors<br />

who stay outside the three areas to<br />

50% in 2020 and 60% in 2030.<br />

Increased advertising internationally<br />

and additional direct overseas flights<br />

will be a priority over the coming<br />

years<br />

TOHOKU: NEW<br />

WEBSITE AND VIDEO<br />

SERIES LAUNCHED<br />

The Japan National <strong>Tourism</strong><br />

Organization (JNTO) has announced<br />

the launch of a new website and video<br />

series dedicated to the Tohoku region,<br />

the "hidden gem" of northern Japan.<br />

JNTO has also worked with Nathan<br />

Thornburgh and Matt Goulding,<br />

founders of travelogue and publishing<br />

house, Roads & Kingdoms, to produce<br />

a series of captivating videos which<br />

showcase the breadth and depth of the<br />

region, targeting American visitors


ASIA - PACIFIC<br />

TRENDING DESTINATIONS<br />

River at Mulu<br />

Proboscis Monkey, Bako National Park<br />

BUMI KENYALANG<br />

Sarawak… land of the hornbills… orang utans…<br />

and so much more!<br />

Since the arrival of a new CEO at<br />

the head of its tourism organisation,<br />

Sarawak, the beating heart of<br />

Borneo, has been making new<br />

efforts to stand out from the crowd.<br />

Last year saw the arrival of a<br />

colourful new logo, leveraging the<br />

use of vibrant colours representing<br />

the diversity in Sarawak and different<br />

natural aspects such as green for the<br />

rainforest and blue for the oceans<br />

and lakes.<br />

“The brush strokes are fun and not<br />

rigid lines, much like Sarawak which<br />

is a very friendly and laid-back place<br />

to visit,” explains Sarawak <strong>Tourism</strong><br />

Chief Executive Officer, Sharzede<br />

Datu HJ Salleh Askor. “The centre<br />

‘a’ is, of course, a stylised hornbill<br />

representing Sarawak’s moniker<br />

of ‘Land of Hornbills’ or ‘Bumi<br />

Kenyalang’. It is also a very sacred<br />

bird to many of the indigenous<br />

people in Sarawak.”<br />

According to Ms Askor, the three<br />

key selling points of Sarawak are<br />

“Our people, our products and<br />

our authenticity. We have genuine<br />

authenticity with modern comforts<br />

that you truly cannot find anywhere<br />

else.”<br />

New products, or existing products<br />

that hadn’t seen much promotion<br />

in the past are now under the<br />

spotlight. The Kuching Heritage Trail<br />

is one such attraction, and plans<br />

are in the works to make Kuching<br />

city’s historical heritage an easily<br />

navigated product on its own.<br />

With a previous image of Sarawak as<br />

wild – and consequently untamed,<br />

travel advisors had sometimes<br />

shied away from selling it as a<br />

family destination. However, trade<br />

and media fam tours are fast<br />

dispelling this myth, with particularly<br />

comfortable and modern facilities<br />

and services.<br />

TOP INTERNAL DESTINATIONS<br />

INCLUDE:<br />

Bako National Park - the oldest and one of<br />

the smallest national parks in Sarawak. The park<br />

is located at approximately 37 km from the city<br />

of Kuching; which makes it one of the easiest<br />

national parks to reach. One of the highlights of<br />

the park are the proboscis monkeys.<br />

Semenggoh Nature Reserve - For over 20 years,<br />

the wardens at Semenggoh Nature Reserve had<br />

been training young orangutans, orphaned or<br />

rescued from captivity, on how to survive in the<br />

wild. The success of this programme has left<br />

the surrounding forest reserve with a thriving<br />

population of healthy adolescent and young adult<br />

orangutans, who are now breeding in the wild.<br />

Gunung Mulu - Named a UNESCO World<br />

Heritage site in 2000, Mulu National Park in<br />

Sarawak is seeing European visitor numbers –<br />

especially from Germany – growing rapidly. The<br />

park, despite being remote (or perhaps thanks<br />

to its remoteness), is recognised throughout<br />

Asia as being a model in terms of management<br />

and infrastructure. Its caves are among the most<br />

spectacular in the world


ASIA - PACIFIC<br />

TRENDING HOTELS<br />

<strong>Hotel</strong> & <strong>Tourism</strong><br />

<strong>SMARTreport</strong> <strong>#43</strong><br />

2019 Summer Edition 31<br />

31<br />

WHERE LUXURY MEETS<br />

MODERN ART<br />

<strong>Hotel</strong> Eclat Beijing showcases original art<br />

from Salvador Dali to Andy Warhol in a<br />

sustainable and green setting<br />

<strong>Hotel</strong> Éclat Beijing houses the largest<br />

private collection of Dali works outside<br />

of Europe, together with some of<br />

China’s finest contemporary art and<br />

masterworks. Indeed, in a globalised<br />

world, the hotel’s impressive art<br />

collection forms an important cultural<br />

legacy and an important platform for<br />

promoting understanding of Easter<br />

and Western art.<br />

This luxury boutique hotel offers a rare<br />

opportunity to experience museum<br />

quality art while enjoying stylish, cool<br />

accommodation, outstanding cuisine,<br />

intuitive yet non-intrusive guest<br />

services and a spectacular Mall, all<br />

within its unique architectural design.<br />

The entire complex pays tribute to art,<br />

with an impressive collection of fine<br />

works in guestrooms and public areas<br />

– more than 100 pieces, including<br />

original sculptures and paintings not<br />

only from Salvador Dali, but also the<br />

likes of Pierre Matter, Zhang Guolang,<br />

Chen Wen Ling, Andy Warhol, Gao<br />

Xiao Wu, and Zou Liang.<br />

The hotel has 100 rooms, with 20<br />

themed suites that have their own<br />

terrace with swimming pool. A special<br />

feature of the Deluxe Lagoon Suites<br />

is the ultra-spacious living rooms<br />

and separate dining areas, which<br />

offer perfect spaces for entertaining,<br />

more casual dining or simply relaxing.<br />

Guests can indulge in a leisurely meal<br />

prepared by Chef Raul, served by a<br />

personal butler in the “Old Boy’s Club”<br />

for example, surrounded by trinkets<br />

transporting one to British schooldays.<br />

In “The Mad Hatter” Lagoon<br />

Suite, a huge, signature-style “Our<br />

Generation” series cartoon sculpture<br />

by Gao Xiaowu looms over the outdoor<br />

seating area. This is a distinctive<br />

statement to the room’s theme which<br />

incorporates many original design<br />

features. Meanwhile, other playful<br />

decor elements such as quirky crockery<br />

and innovative lighting shaped as top<br />

hats remind guests of the mad hatter<br />

or a world where everything is pure<br />

fantasy<br />

ENERGY<br />

SAVINGS<br />

THROUGH<br />

INNOVATION<br />

Various integrated engineering techniques<br />

have created a sustainable shell around<br />

the building. To be as efficient as possible,<br />

special ventilation louvers channel hot air<br />

out of the building while letting in cooler<br />

air flow throughout. This feature, along<br />

with multiple energy saving features,<br />

allows the building to use 44% less energy<br />

than conventional hotels. Water taken<br />

from the pools is filtered through the<br />

hotel’s innovative grey water system.<br />

The all-glass facade and thermal insulation<br />

create an individual microclimate for<br />

the complex itself, providing protection<br />

from the harsh exterior weather as<br />

well as reducing the building’s energy<br />

consumption. According to its project<br />

description, Parkview Green is a<br />

“neighbourhood within a neighbourhood,<br />

a controlled and highly efficient year-round<br />

green space to live, work, and play”


ASIA - PACIFIC<br />

TRENDING HOTELS<br />

THE POTTINGER HONG KONG<br />

IS RECOMMENDED BY THE FORBES<br />

TRAVEL GUIDE. IT IS WHERE EAST<br />

MEETS WEST, WHERE MODERNITY<br />

MEETS HERITAGE.<br />

Gina Tam<br />

<strong>Hotel</strong> Manager,<br />

The Pottinger Hong Kong<br />

EAST MEETS WEST<br />

Modernity and tradition come together at the Pottinger Hong Kong<br />

Rising on the uphill elevation of the Pottinger Street in the heart of<br />

Hong-Kong’s Central district, The Pottinger Hong Kong is a pivotal hub<br />

of business and finance, shopping, dining, culture and entertainment.<br />

We asked <strong>Hotel</strong> Manager, Gina Tam, to tell us more.<br />

The hotel stands amidst rich culture<br />

in a lively neighbourhood on a Grade<br />

1 historical site rated by Antiquities<br />

Advisory Board of Hong Kong. Radiating<br />

from its front portal, The Pottinger Hong<br />

Kong has been adorned by a collection of<br />

specialty street stalls, paving a heritage<br />

landscape of a classic elegance of Hong<br />

Kong. To ascend or descend further<br />

around The Pottinger Hong Kong, one<br />

can discover other intriguing scenes of<br />

century-old tenement buildings, stylish<br />

and upscale international and local labels,<br />

all lined up within the ease of a pleasant<br />

stroll.<br />

What are the main characteristics of this<br />

property?<br />

The 68 luxury guest rooms and suites,<br />

ranging from 23 sq m to 68 sq m, offer<br />

a warm and pleasant stay to the guests.<br />

“Pottinger Suite” and six cosy suites<br />

named after the streets around the Central<br />

neighbourhood are designed with a touch<br />

of oriental flavour, heritage and a sense of<br />

home, in celebration of Hong Kong’s rich<br />

heritage and diverse cultures. The Pottinger<br />

Hong Kong is recommended by The<br />

Forbes Travel Guide. It is where East meets<br />

West, where modernity meets heritage.<br />

It also hosts the award-winning Italian<br />

restaurant Gradini Ristorante E Bar Italiano,<br />

the Michelin-starred Ta Vie, the visuallystunning<br />

The Envoy, Room 309 and Venchi.<br />

The Pottinger Hong Kong features<br />

a number of striking images by one<br />

of Hong Kong’s most famous sons,<br />

photographer and film director Fan Ho.<br />

Can you tell us more about this?<br />

Born in Shanghai in 1931, Fan Ho first<br />

delved into photography at the age of 14.<br />

After moving to Hong Kong in 1949, he<br />

began taking photographs of the streets<br />

and alleys of old Central, and of other<br />

markets and street stalls in the Hong Kong<br />

of the time. His creative output in the<br />

1950s and 1960s included what are now<br />

recognised as some of Hong Kong’s most<br />

iconic photographic images. Between<br />

1958 and 1965, he was eight times<br />

named one of the Top Ten Photographers<br />

of the World by the Photographic Society<br />

of America. His pictures depict both the<br />

hardship and the can-do spirit of Hong<br />

Kong, one that has characterised this<br />

city for many generations. Today, his<br />

masterpieces are showcased in his most<br />

favourite place on earth, Central Hong<br />

Kong, at The Pottinger Hong Kong<br />

<strong>SMARTreport</strong> Commercial Content


<strong>Hotel</strong> & <strong>Tourism</strong><br />

<strong>SMARTreport</strong> <strong>#43</strong><br />

2019 Summer Edition 33<br />

33<br />

MARRIOTT<br />

INTERNATIONAL<br />

BOLSTERS ASIA<br />

PACIFIC LUXURY<br />

OFFERING<br />

Marriott International has announced strong growth<br />

of its Asia Pacific luxury portfolio with 13 new luxury<br />

properties projected to open in 2019.<br />

The group’s current portfolio of 130 luxury hotels across ten<br />

countries and territories in Asia Pacific will see new openings<br />

from JW Marriott, The Ritz-Carlton, St Regis, and The Luxury<br />

Collection. Additionally, Marriott International’s unified loyalty<br />

programme, Marriott Bonvoy, will offer more guests unique<br />

experiences in coveted destinations across the region.<br />

“Asia Pacific’s luxury travel industry is one of the fastestgrowing<br />

in the world, driven by markets like China and India.<br />

On top of this, global luxury travellers today are seeking more<br />

than just the opportunity to indulge, they want experiences<br />

that deliver personal meaning and significance,” said Peggy<br />

Fang Roe, Chief Sales & Marketing Officer, Asia Pacific, Marriott<br />

International. “In response, Marriott International continues<br />

to grow its footprint and experiential offerings in Asia<br />

Pacific, providing highly contextualized and carefully curated<br />

experiences, allowing luxury travellers to explore their passions<br />

and grow on a personal level,” Fang Roe continued.<br />

The Ritz-Carlton continues its growth in Asia Pacific with four<br />

anticipated openings. The Ritz-Carlton, Perth, which is expected<br />

to open in October, will mark the brand’s return to Australia.<br />

The brand is also slated to bring its legendary service and style<br />

to key markets in in China and India with the opening of The<br />

Ritz-Carlton, Xi’an in June, The Ritz-Carlton, Nanjing in October<br />

and The Ritz-Carlton, Pune in September<br />

MGALLERY BY<br />

SOFITEL TO DEBUT<br />

IN HONG KONG<br />

The Silveri - 33 rd MGallery in Asia<br />

- redefines unique high-end<br />

The MGallery by Sofitel collection is set to make<br />

its debut in Hong Kong this year with The Silveri,<br />

set to open in the second half of 2019.<br />

The new hotel will be the 33rd MGallery by Sofitel in<br />

Asia, and will be part of the Citygate project in the<br />

Tung Chung district of Lantau Island, where it will enjoy<br />

expanded direct connections to the city centre and Hong<br />

Kong international airport, which in a big plus for business<br />

travellers, is only a few minutes away.<br />

“We are delighted to be bringing Accor’s highly acclaimed<br />

MGallery by Sofitel brand to Hong Kong for the first time,<br />

creating a stylish new hotel which will be memorable,<br />

exciting and unique – and disrupt conventional luxury<br />

hospitality in the city”, said Nicholas Cullum, Cluster<br />

General Manager of The Silveri MGallery by Sofitel and<br />

Novotel Citygate.<br />

Designed to mimic a contemporary Manor House, the<br />

hotel will sit in the foothills of Lantau and aim for elegant<br />

luxury with a “comfortable, refined residential feel”.<br />

The interiors will lean heavily towards silver accents as a<br />

reminder of the island’s heritage, while the natural tones<br />

of wood and leather will be contrasted alongside natural<br />

greenery and bodies of water


ASIA - PACIFIC<br />

OUTBOUND TOURISM<br />

Chinese tourists<br />

in Brisbane<br />

INDEPENDENT TRAVEL AND<br />

EVENTS FUEL CHINESE TOURISM<br />

Increase in independent travellers and longer holidays behind outbound surge<br />

Free independent travel, or FIT<br />

for short, is giving a major boost<br />

to Chinese outbound travel,<br />

according to the latest survey by<br />

ForwardKeys.<br />

Analysis of outbound tourism in the first<br />

four months of this year reveals that Free<br />

Independent Travel (FIT) grew by 12.7%.<br />

The travel intelligence company also<br />

attributed the rise in Chinese travellers<br />

to the way the Chinese government has<br />

allocated public holidays, thus creating<br />

more opportunities for people to take<br />

breaks abroad.<br />

The growth is a direct consequence of “two<br />

major trends, an increased enthusiasm<br />

for travel independently, as opposed to<br />

in groups, and more people are seizing<br />

the opportunity to travel abroad over<br />

major public holidays,” explained Oliver<br />

Ponti, VP Insights at ForwardKeys, which<br />

forecasts travel trends by analysing over<br />

17-million flight booking transactions a<br />

day.<br />

“It reflects a growing confidence in<br />

doing one’s own thing”, said Olivier,<br />

“particularly in the case of younger and<br />

more experienced travellers.”<br />

The trends were particularly marked<br />

during the Chinese New Year, at the end<br />

of January and early February, which is the<br />

busiest time for Chinese outbound travel.<br />

Chinese FIT outbound travel grew by<br />

18.8% during 2019’s Chinese New Year<br />

holiday, compared to 2018. FIT travel has<br />

also surged over the last public holidays,<br />

Qingming in April, Labour Day in May and<br />

the Dragon Boat festival in June.<br />

An increase in seat capacity has helped to<br />

fuel the growth in travel to Europe. Over<br />

the past year, seat capacity from China to<br />

London increased by 24.8%, compared<br />

to the year before, thanks to the addition<br />

of nine new routes. Capacity to Paris<br />

increased 8.1%, thanks to five new routes<br />

and capacity to Rome increased 31.7%<br />

from one new route.<br />

In Q2 2019, 88 flights per week were<br />

scheduled between China and the UK, up<br />

from 65 weekly flights in Q2 2018. And<br />

there is more to come, as bilateral trade<br />

agreements provide for further capacity<br />

growth from China to the UK, France and<br />

Italy. The strong growth is being fuelled by<br />

Shanghai, where FIT outbound bookings<br />

for a trip between May and August were<br />

22.4% ahead compared to the same<br />

period in 2018, Guangzhou where they<br />

are 28.7% ahead and eleven second tier<br />

cities which are collectively 25.8% ahead.<br />

This year, several countries have eased<br />

visa regulations in a bid to attract more<br />

Chinese visitors. Singapore now allows<br />

Chinese travellers to enter visa-free for up<br />

to 96 hours, either on the way to a third<br />

destination or on the way back home<br />

and Japan further simplified the visa<br />

application process for Chinese students<br />

and repeat visitors


INNOVATIONS & TECHNOLOGIES<br />

<strong>Hotel</strong> & <strong>Tourism</strong><br />

<strong>SMARTreport</strong> <strong>#43</strong><br />

2019 Summer Edition 35<br />

35<br />

© PeopleImages - iStock by Getty Images<br />

CHANGING TIMES,<br />

CHANGING GENERATIONS,<br />

CHANGING TECHNOLOGIES<br />

In this edition, we take a close up look at<br />

how the younger generation is changing<br />

the way business is done, and what part<br />

technology should play to cater for this.<br />

Indeed, “Gen Z” is growing up in a world<br />

of exceedingly innovative technology.<br />

The majority of them can’t recall a time<br />

before Google, or a world without<br />

smartphones. Their perspective of the<br />

world is what makes them unique. They<br />

think in 4D, wear watches whose primary<br />

function isn’t to tell time, and have<br />

never had the feeling of holding a paper<br />

map in their hands. Gen Z is constantly<br />

connected, with 41% spending 3+<br />

hours a day on computers for nonschool<br />

related activities and preferring to<br />

use 5 screens at once for multi-tasking<br />

(Sparks & Honey). More than eight out<br />

of 10 are hooked on social networks<br />

and more than half of them think that<br />

this is where their social life takes place<br />

(Business Insider). How are brands taking<br />

advantage of this? What are the eventual<br />

threats and dangers for those who don’t?<br />

Read on to discover more.


In The Field<br />

with David Esseryk<br />

THE "INSIDE LINE" ON WHAT'S HOT IN HOSPITALITY TECHNOLOGIES<br />

PART 24<br />

GENERATION Z<br />

DISCOVER YOUR FUTURE<br />

CUSTOMERS<br />

MILLENNIALS<br />

&<br />

e-REPUTATION<br />

In this edition of his regular report,<br />

David Esseryk takes a closer look at<br />

how “Gen Z” is starting to impact<br />

the industry, and what we can expect<br />

to see in the future. For hoteliers, it’s<br />

time to get one’s campaigns in a row,<br />

because this determined generation is<br />

the future of travel.<br />

While the elders of Generation Z<br />

turn 21 this year (born after 1995),<br />

members of this age boom are only<br />

starting to show their economic and<br />

social influence. The first true “digital<br />

natives” of our times, members of<br />

this generation have grown up with<br />

technology within their reach since<br />

birth and instant gratification with the<br />

click of a “like.”<br />

Following are some key points to keep<br />

in mind…<br />

THEME #1<br />

WHERE AM I?<br />

Gen Z is particularly<br />

keen to explore<br />

(...) WHEN<br />

GEN Z SETTLES<br />

INTO THEIR TECH-<br />

their temporary<br />

community<br />

t h r o u g h<br />

the lens of a<br />

local perspective,<br />

taking in the signature<br />

experiences of whatever<br />

region they’re visiting. While<br />

boutique hotels and the Airbnb<br />

mind-set understand the importance<br />

of localised experiences, it forces larger<br />

chains to break their homogenous<br />

environment. That means finding a<br />

balance between a demand for variety<br />

and a need for brand consistency. Take<br />

dining, for instance. Rather than pitting<br />

a generic hotel restaurant against a<br />

burgeoning local culinary scene, a<br />

local chef might set up a permanent<br />

restaurant inside a hotel, bringing in<br />

local flavours. Down the hallway, a<br />

local business owner runs a wine bar,<br />

allowing guests to sample and shop<br />

for regional wines on the spot. And<br />

in lieu of the franchised Starbucks,<br />

and an independent cafe in the lobby<br />

encourages guests to mingle with<br />

other visitors.<br />

EQUIPPED HOTEL BED FOR<br />

THE NIGHT, THEIR ZEST<br />

FOR TRAVEL IS FUELLED<br />

BY EXPERIENCES<br />

MORE THAN<br />

PRODUCTS<br />

THEME #2<br />

COMMUNAL EXPERIENCES<br />

Millennials appreciate places like the<br />

gym or the cafe as social hubs. Guests<br />

can sign up for boutique studio classes<br />

taught by local instructors, inviting<br />

people to connect through group<br />

fitness. Or they can opt for in-room<br />

exercise by streaming fitness videos<br />

from celebrity trainers. The same<br />

independent cafe and surrounding<br />

lounge spaces are also designed with<br />

human-centric connectivity in mind:<br />

comfy chairs and casual nooks<br />

where people can work,<br />

relax, or mingle with fellow<br />

travellers.<br />

THEME #3<br />

HIGH TOUCH<br />

AND HI-TECH<br />

Technology plays a<br />

big part in the overall<br />

customer journey, but it’s<br />

more than just offering guests<br />

free Wi-Fi and integrated USB<br />

ports. The advancement of the<br />

Internet of Things (IoT) means smart<br />

TVs, digital room keys, and robot<br />

butlers are contributing to new-age<br />

hotel services. And mobile messaging<br />

apps like Facebook Messenger,<br />

WhatsApp, and custom mobile loyalty<br />

programs make it easier for brands to<br />

build seamless travel experiences.<br />

At the end of the day, when Gen Z<br />

settles into their tech-equipped hotel<br />

bed for the night, their zest for travel<br />

is fuelled by experiences more than<br />

products.<br />

For this generation, it’s apparent they<br />

rely on thoughtful products or services<br />

to facilitate meaningful experiences,<br />

proving that the integration of the two<br />

worlds is now more important than<br />

ever<br />

SEE YOU AGAIN IN THE NEXT EDITION


INNOVATIONS & TECHNOLOGIES<br />

<strong>Hotel</strong> & <strong>Tourism</strong><br />

<strong>SMARTreport</strong> <strong>#43</strong><br />

2019 Summer Edition 37<br />

37<br />

WE SEE THE BLURRING<br />

OF BOUNDARIES BETWEEN<br />

DIRECT SALES AND<br />

CHANNELS<br />

Joseph Wang<br />

Chief Commercial Officer, TravelDaily China<br />

THE “TECH EFFECT”<br />

Technology in the hands of travellers… and in distribution<br />

Joseph Wang, Chief Commercial Officer – TravelDaily China – recently<br />

hosted two key sessions at the ITB China conference this year on the<br />

use by travellers of new digital tools and how technology innovations<br />

will impact the way travel products are distributed and purchased. We<br />

asked him why these topics are so vital today.<br />

China is now the largest source market<br />

for global travel and tourism industry, and<br />

technological innovations are redefining<br />

the way travel products are distributed<br />

and purchased. The behaviour of Chinese<br />

travellers today, especially millennials,<br />

has been changing with the technology<br />

evolution. Mobile, APP, wireless payment,<br />

Big Data, AI etc. and emerging new social<br />

media platforms like WeChat, UGC, short<br />

video APP and live streaming sites are also<br />

impacting the travel behaviour of Chinese<br />

millennials. Travel companies should<br />

try to satisfy this changing demand<br />

through personalisation, for example,<br />

in terms of product development and<br />

brand communication. From the industry<br />

backend perspective, the efficiency of<br />

marketing, operations, training, channel<br />

distribution management especially<br />

supply chain need to be improved, and<br />

technology can help to find a way out of<br />

the dilemma.<br />

In the past, you worked on direct sales<br />

in the hotel business. How have you<br />

seen sales channels evolving in the past<br />

years, and what will people coming to<br />

your sessions learn?<br />

After years of consolidations, OTA has<br />

become a highly concentrated landscape<br />

especially from the traffic perspective. In<br />

the future, big hotel chains are getting<br />

even bigger and will also reach a very<br />

high concentration landscape globally<br />

and regionally through continuous<br />

mergers. Under this situation, we see the<br />

blurring of boundaries between direct<br />

sales and channels so one of the biggest<br />

challenges today to the traditional hotel<br />

sales channels will be the lack of traffic<br />

sources, lack of the abilities of collecting,<br />

storing, cleaning, analysing, identifying<br />

customer data and tagging, the lack of<br />

abilities to differentiate channels and to<br />

connect with all potential partners agilely<br />

and cost effectively. In terms of marketing<br />

and channel strategies, hotels should redesign<br />

their product and sales with an<br />

integrated online and offline presence,<br />

a more relevant content with higher<br />

level of context aware, relevancy and<br />

personalisation, to refine their offering<br />

to the loyalty members in order to<br />

differentiate themselves in the crowd and<br />

to be adapted by different age groups of<br />

the members especially the Millennials<br />

leveraging todays' digital tools. "The right<br />

product should be delivered to the right<br />

audience through right channels at the<br />

right time and to avoid one-size-fits-all."<br />

as someone famous said<br />

<strong>SMARTreport</strong> Commercial Content


INNOVATIONS & TECHNOLOGIES<br />

THE<br />

IMPORTANCE<br />

OF ONLINE<br />

REVIEWS FOR<br />

HOTELIERS<br />

DIRECT TRANSLATION<br />

THE BOOM IN MULTI-<br />

LINGUAL BLAH-BLAH<br />

If “Ni Hao” is the limit of your Chinese vocabulary, never<br />

fear. Direct translators are increasingly becoming the<br />

norm, enabling interpretation of multiple languages.<br />

Translation Apps are increasingly taking on importance in<br />

this respect, with even Shanghai taxi drivers now able to<br />

“talk” to their clients via their smartphones using locallybased<br />

apps. in the Western world, Google Translate and<br />

Microsoft Translator appear to be dominating.<br />

It is also possible to find dedicated devices. One such<br />

example is that of Beijing Babel Technology, who have<br />

developed the “AIcorrect Translator”.<br />

Online reviews are the new word of mouth for hotels<br />

today. <strong>Hotel</strong>iers know that a traveller’s buying decision is<br />

influenced by many factors online. According to a report by<br />

hotel marketing agency, Travel Media Group, (TMG) “the<br />

average traveller visits anywhere from four to 38 websites<br />

before booking. More importantly, during the booking<br />

process, travel review websites and apps account for up<br />

to 42% of online sources used, and 89% of travellers say<br />

reviews are influential when deciding where to book.”<br />

So, is getting many reviews is a good way to insure<br />

bookings for hoteliers? Well, simply receiving reviews is<br />

not enough adds the report. “65% of travellers are more<br />

likely to book a hotel that responds to online reviews.”<br />

The device supports real-time mutual translation between<br />

Chinese or English and 30 other languages, including<br />

Japanese, Korean, Thai, French, Russian and Spanish.<br />

Major languages like English are further divided into<br />

accents meaning translation quality can be as high as<br />

96%. It also has a touch screen, where transcription and<br />

translation are shown at the same time.<br />

Over recent years, China has overtaken many other players<br />

in the field of artificial intelligence, with applications<br />

and development for civilian purposes like mobile pay<br />

obtaining remarkable achievements, not to mention<br />

drones and other innovative products.<br />

Lei Guan, CEO of Babel Technology, states, "As a Chinese<br />

pathfinder in the field of AI, we designed the device in<br />

hoping that hundreds of millions of people can have<br />

access to it and carry out cross-linguistic communication<br />

all barrier-free"<br />

This increase value on engagement is a constant across<br />

social media. Although some will stop at sharing content,<br />

engaging with customer reviews, good or not, shows that<br />

the hotel cares about their guests.<br />

“78% of guests say that managers who respond to<br />

reviews care more about their guests. Travellers today are<br />

looking for an experience, not just a place to sleep, and<br />

travellers believe a hotelier who responds to concerns and<br />

praise will likely also provide better service during their<br />

stay,” adds the report

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