Hotels & Culinary ASIA, September-October 2015

14 tips to close the sale at your

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When It Comes To Hospitality, “Little ThingsMean A Lot”

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EDITORIAL: Reny, Sarvjit, Diamond, Vishwapreet & Amrita (India), Anna (Sweden), Mike (UK), Liza (Singapore), Upi (Indonesia), Ying & Adrian (China), Arvi (Australia). Columnist: Carolyn Childs, (MyTravelResearch.com);Doug Kennedy (Kennedy Network Training) Public Relations Director: Winnie. Advisor: Rajiv Sanghavi. Design, Art & Web Development: Diamond Infomedia. Publisher: Milinia Inc. Founded by: Late Mr N.S. Kanwar. B-2-B Group Publications: PRINTING REVIEW, Medical Device ASIA, autoASIA, Plastics & Rubber Review, Electronics & Electrical ASIA, Beauty & Fashion World. Contacts: To advertise: [email protected], to submit a press release: [email protected], to subscribe: [email protected].

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They say the first bite is taken with the eye, and here’s an appetizer of what’s in store. Hotels & Culinary Asia (HCA) is a B2B magazine for the ever-growing Hotel, Food, Travel and Lifestyle Industries.HCA, through print and online magazine is real time information network that connects you with latest information of the above industries, at the forefront of all the action and as the key media partner to the major industry events around the world, you can trust HCA to serve you with what you need. A quick glance through our pages will lead you into the world of the now in-demand technologies, services and events and much more.Our aim is to update you with the most happenings in the world of hotel, food, travel and lifestyle industries. Dive in, read, explore through our pages and we shall serve you to the best of our abilities and honour our commitment towards excellence.

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Hotels & Culinary ASIA | September-October 2015 | 3

When You Turn The Lights Off They All Look The Same!By Doug Kennedy, Columnist, HCA and President of the Kennedy Training Network, Inc.

There is one thing that every hotel room in the whole world has in common; when you turn the lights off they all look the same! When you stop to think about it, the activity which most guests spend the most time doing in their hotel room is sleeping! When you subtract out sleep time from their total time in the room, the hours a guest spends awake and conscious in a room is actually quite few.

For a business traveler, this might be as little as three or four hours in the evening between dinner and bedtime and maybe one or two more hours in the morning before the workday.

Even for a leisure traveler on vacation, when you take out the time spent sightseeing, enjoying the beach, pool, golf or other recreation, shopping and dining out, they also spend as little as 5 or 6 hours in their guest rooms.

From our side of the financial equation as hoteliers we look at RevPAR. Fortunately for us our guests do not look at their investment that way. Imagine if they divided their total nightly cost by the number of hours they were awake in their room. (What would that acronym be? How about DSPAH - “Dollars spent per awake hour.”) Based on the rates I see these days that would easily be $25 to $100 or more DSPAH.

Now I’m sure our hotel industry developers, interior designers, and purchasing managers would like to think that our guests select a specific hotel based on factors such as décor, lighting, bedding, linens, technology and amenities.

Yet as a frequent traveler, I notice that when it comes to hotels within the same classification and market segment, there is a lot of copy-catting going on in our industry. Whenever one hotel brand adds a nifty new feature it is not long thereafter until all the other brands follow suite. There are so many examples in recent years. For branded hotels these include: curved shower rods, the use of white linens during the bed bug crisis, the addition of hi definition TV’s and more power outlets, and most recently the use of sanitized remote controls. For luxury hotels a good example is the pod coffee makers and espresso / coffee machine combination, and more recently the offering of an iPad for service requests or room service.

However, what truly makes the difference between a “good” hotel and a “great” one has not changed; it is the power of people. While purchasing managers can all buy from the same vendors, or simply ask their vendor to supply a product offered by another hotel, the power of people must be nurtured internally like a well-tended garden. You can select the right seeds, but you must plant those seeds in fertile soil, water them regularly, and tend to them as they grow.

Certainly a good HR department can recruit in the right channels, pre-screen candidates using nifty pre-employment testing, and conduct multiple interviews. However the “nurturing” part begins on day one of the onboarding and is impacted by the hospitality culture (or lack thereof) that the new candidate is dropped in to.

When you take time to read guest surveys and look at online guest reviews there are always a few comments about décor, furnishings and comfortable bedding. But what really stands out at top rated hotels is the multitude of remarks about the people on your team. Likewise, at poor performing hotels, more often than not the predominance of comments are about a lack of caring, empathy and lack of an apology.

Great leaders know that the hotel business is not about renting rooms, it is about creating genuine, authentic travel experiences every day, every shift for each and every guest.

4 The Asian Palate Going Forward 6 Is the ‘Occupy’ Movement Changing Luxury Travel? 8 Inaugural edition of ProWine Asia to be launched in

Singapore at FHA2016 12 14 tips to close the sale at your hotel 14 When It Comes To Hospitality, “Little Things Mean A

Lot” 16 Hotel Expo 2015 – The Most Comprehensive

Tradeshow in Macau 17 First eLearning Course On New LearnerNation

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4 | September-October 2015 | Hotels & Culinary ASIA

FHA2016 (Food&HotelAsia2016) spoke to Mr. Otto Weibel, Director of Ottscott, WACs Approved Judge and Overall Chief Judge at the FHA Culinary Challenge 2016, to get his insights into the factors that will affect the food and hospitality sector in Singapore and the region.

Millennials - the fickle consumerThe Millennials, consumers aged between 15 and 35, continue to be one of the main target groups for F&B companies. Now accounting for about a third of the global population, they are tech savvy and socially engaged. The Millennials are also well informed, keen to try something different and are generally less brand loyal than older consumers. Mr. Weibel believes that most consumers, not just the Millennials, are spoilt for choice and this is a worldwide trend, not just in Asia.

Otto: People have so many choices. They want to try everything until they like something. It is like, any new restaurant, any new form of entertainment, people are going to check it out. Particularly for an expensive restaurant, you see all the same people.

Personally, I don’t think there is much loyalty to restaurants. There are some who say, ‘that is my restaurant, I am going to go there as many times as possible’ but their choices are often dependent on their colleagues, friends or family. I don’t hear them saying, ‘Oh, I only go to this restaurant’.

There are a few restaurants that I prefer and patronise more than others. When I hear there is a new restaurant opening and has earned some good reviews, I will definitely want to try it out. This is not only in Asia but worldwide. People

want to experience new things and it is not limited to the food, it is the atmosphere, layout of the restaurant and so on. People love to go to restaurants that have beautiful surroundings and where you feel comfortable and good.

The impact of marketing Otto: In New York, many people talk about restaurants because of aggressive marketing and advertising. There are restaurants in London and New York that are not great, but their marketing is so strong. I don’t think Asian food establishments have put in the same level of publicity, something which is lacking particularly for world-class establishments. I believe our (Singapore) food is as good as in many of the world-class cities, and we surpass in the wide variety of food choices available here.

The Asian Palate Going ForwardOtto Weibel, Overall Chief Judge at the upcoming FHA2016 shares his experience in Singapore and views on key factors that will have a lasting impact on the food & hospitality industry in Asia

What will the Asian food and hotel scene be like in the near future? According to a recent report, investment in the Asia Pacific hotel market was US$3.3 billion in the first half in 2014. In those first six months, Southeast Asian investors completed 38 per cent of all deals in Asia. These trends point to a promising future in the region for the food and hotel industries.

F o o d & H o t e l A s i a 2 0 1 6 | S i n g a p o r e

Singapore has one of the best three national teams in international competitions. After the team returns from winning a world cup, there is little coverage of the achievement in local newspapers. When Switzerland or Norway wins, they receive pages of coverage, they throw parties, and they are received by the President. In comparison, when Singapore comes in second or first, there is hardly any fanfare.

Another example, Thai food is already world-class and can be found all over the world. But when you look in 2014’s S. Pellegrino’s World’s Best 50 Restaurants there are few listings from Thailand, although the number one spot for Best Restaurant in Asia which is also No. 13 on the World’s Best 50 actually went to Thailand.

More needs to be done to raise the awareness and educate the locals. How many know that Singapore is world champion in cooking? Believe me, not many. But when you go to Norway, the whole of Norway knows. They are superstar chefs - this is the difference.

Future of Asia’s food sceneOtto: In other parts of Southeast Asia, Indonesia and Vietnam are considered now up and coming. Locals are becoming more affluent and sophisticated and are willing to spend more on good food. Many F&B players are entering the market and in three or four years, there will be an even bigger scene for restaurants. I was in Jakarta recently and I saw a lot of new restaurants coming up already. It will take time but they will catch up with their peers in the region.

In ten years from now, I believe Asian cuisine will be one of the best in the world. I have been in Asia for twenty five years and I have witnessed its development. Now, everyone wants to be in Asia. We have many good Asian chefs as they have in New York and Melbourne. Definitely in terms of variation, we are far out and now already the best. In terms of quality, we are good but there is room to become better.

Strong support for Food&HotelAsia Otto: FHA is very important because it brings people from the world together, as well as the newest techniques available globally. It is particularly useful for the chefs to network - they can go around and check out the latest equipment on the market and they can engage directly with the equipment maker or distributor.

Chefs can also browse from a wide range of food ingredients from all over the world. We get to see, touch and try it out. FHA brings the world much closer together and I think this is what makes the event great. Without this trade exhibition, we will be far from what we are today. I love FHA as I get to see so many new things under one roof, and meet a lot of old and new friends. FHA and chefs like me work in unison - it is fantastic as we share a common vision to create more awareness of, and promote the food and hospitality industries in the region.


F o o d & H o t e l A s i a 2 0 1 6 | S i n g a p o r e


Increasing inequality in wealth is one of the factors changing the nature of luxury travel. Social and political forces such as the Occupy Movement and

government austerity cuts are driving some of the rich to spend their wealth more privately. The same forces have also encouraged the rise in socially responsible luxury travel activities.

The trend to private consumption away from public scrutiny can be seen in the increase in purchases of mega yachts and private islands. Technological change and its impact on workplace communications has also triggered a counter demand among the rich to de-tech completely while on holiday, said luxury travel expert Carolyn Childs.

Addressing the Luxperience Thought Leaders seminar in Sydney yesterday (6 September), Childs told the audience of 500 high-end travel buyers, sellers and advisors that the ‘occupy’ movement, like the French and Russian Revolutions before it, had changed the psyche, moral reference points and consumption patterns of well-off people.

“We now see the rise of responsible resorts such as El Nido in the Philippines where high end travellers are both pampered and give back to the community,” said Childs. “Luxury travel is now increasingly defined by a rising commitment to people, planet and self-improvement as much as indulgence, pampering and conspicuous

consumption.”

Childs told the audience that wealth disparity has been on the rise since around 1980, with the richest 1 to 10% in North America, Europe and Australia now owning over 70% of society’s wealth.

However, the rise in the nouveau riche, not least in China, India as well as G7 economies, has seen luxury consumers around the world splinter into personality types such as “philanthropist”, “dynast”, “lotus eater”, “hedonist”, “pioneer”, “jet setter”, “enrichment seeker” and “replenisher.”

The luxury travel sector has also seen the rise of “aspirational” consumers who will splash the cash depending on three factors: the occasion (such as a honeymoon or anniversary), the experience (such as a trip to Antarctica), and the traveller’s ability to trade up or down – for example, enjoying a three-star holiday but taking a helicopter ride

Is the ‘Occupy’ Movement Changing Luxury Travel?

to a spectacular dinner on the last day.

Luxury travellers now rely on elite travel agents, or advisors, that Childs called “magicians”.

“These Gandalfs and Merlins are completely service-minded, very creative control freaks who try to anticipate the psychological and physical needs of their clients. They have to deliver magic. They dread saying ‘no’ to a customer who is only used to hearing ‘yes’.”

When it goes wrong the results can be high profile. Childs cited the case of Johnny Depp’s terriers Pistol and Boo who faced being put down when the actor brought them into Australia in defiance of quarantine regulations.

In December, Childs, the co-founder of MyTravelResearch.com, will publish an in-depth study of trends and changes in the luxury travel economy in partnership with Luxperience, a luxury business exchange which took place in Sydney, from 6-9 September, this year.

Carolyn Childs, MyTravelResearch.com

www.foodnhotelasia.com

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Pre-register your visit atwww.foodnhotelasia.com to enjoy free admission.Open to trade visitors only.


As a globally operating company, the Messe Düsseldorf Group organises top notch global trade fairs that are leading both in their region and sector. For 20 years now the leading international

trade fair for wines and spirits – ProWein – has been a successful concept at the Düsseldorf location. In 2013 this concept was also exported, highly successfully, to Shanghai as ProWine China. This is now joined by the new event ProWine Asia, which will take place in Singapore in 2016 from 12 to 15 April.

The event will co-locate with FHA2016 (Food&HotelAsia2016), Asia’s premier trade event for the food and hospitality industry. FHA in its previous edition in 2014 had attracted more than 65,000 international trade attendees from the food, retail and hospitality trade.

Setting the stage for international producers to foray into the increasingly affluent Southeast Asian market, the inaugural ProWine Asia 2016 - the largest trade fair of its kind in the region, will feature a wide congregation of international wine and spirit labels and an extensive scope of solutions and concepts tailored for the region’s diverse consumer markets.

Trade attendees to ProWine Asia 2016 can also look forward to an exciting lineup of activities including networking opportunities with industry players and peers, wine tasting, seminars and workshops.

ProWine Asia is organised by Messe Düsseldorf Asia (a 100% subsidiary of Messe Düsseldorf GmbH) and Singapore Exhibition Services Pte Ltd, a member of the Allworld Exhibitions Network and event organiser of FHA. The event will bring together the best of practices, credibility and recognition from Wines&SpiritsAsia - Asia’s international trade exhibition for wines and

spirits, and ProWein - World’s leading international trade fair for wines and spirits. v

Inaugural edition of ProWine Asia to be launched in Singapore at FHA2016

FHA2016 (Food&HotelAsia2016)

Encompassing: Bakery&Pastry, FoodAsia, HotelAsia, HospitalityStyleAsia, HospitalityTechnology and SpecialityCoffee&Tea (co-located with ProWine Asia 2016)

Date: 12 – 15 April 2016 (Tuesday – Friday)Venue: Singapore Expo, Halls 1 – 9 Opening Hours: 10am – 6pm (12 – 14 April 2016, Tuesday – Thursday) 10am

– 4pm (15 April 2016, Friday)Admission: Business and trade professionals Website: www.foodnhotelasia.com

ProWine Asia 2016Date: 12 – 15 April 2016 (Tuesday – Friday)Venue: Singapore Expo, Hall 10 Opening Hours: 10am – 6pm (12 – 14 April 2016, Tuesday – Thursday) 10am

– 4pm (15 April 2016, Friday)Admission: Business and trade professionals Website: www.prowineasia.com

Events at a glance:

Early in 2013, Mercedes announced a re-focus of its marketing and sales operations to improve customer experience by monitoring the entire

customer journey across departments. This included the launch of new ‘Mercedes me’ stores across the world to welcome customers and host events to showcase the brand in a more experiential way.

According to Ola Källenius, board member of the prominent car manufacturer, another example of the company’s newly enhanced brand experience is the addition of a “product concierge” to its retail network, a non-sales role to help customers understand the product before and after the sale, without any pressure of transaction. In 2014, deliveries of Mercedes cars rose by 11.4 per cent.

Shifting from Personal Luxury goods to experiential luxuryThe shift of focus away from the luxury product towards the creation of a more customer-centric experience has been identified in recent research by Boston Consulting Group. According to BCG, consumer preferences are turning from owning a luxury product towards

experiencing luxury as a whole, with exotic holidays, gourmet meals and art auctions already accounting for a large portion of global luxury spending.

While this evolution in consumer behaviour is most striking in developed markets such as Europe, Japan and the US, newly affluent buyers in emerging economies such as China and India still tend to amass tangible goods to emphasize their wealth. Once their hunger for luxury products is sated, they too will tend to move on to one-of-a-kind experiences that they can share with others.

With these predictions, it comes as no surprise that manufacturers of Personal Luxury goods are exploring new ways for customers to experience their brand and products, complete with personalized service and exclusive events.

Defining categories of the global luxury sectorWorldwide sales of Personal Luxury goods have tripled over the last 20 years and were mostly unaffected by economic trends. However, future growth is forecast at a slower four to six per cent and bound to face new challenges in terms of consumer behaviour and demands, shifting demographics and new distribution channels.

Personal luxury goods, comprising accessories, fashion items, watches and beauty products, still make up 25 per cent of global luxury sales, but growth has been slowing in

2013, partly due to currency effects, according to the latest Luxury Goods Worldwide Market Study by Bain & Company, a consulting firm specialized in luxury markets.

By the same token, experiential luxury such as five-star hospitality, fine dining and foods together made up over 30 per cent of the impressive one trillion USD global luxury market, reaching growth rates of up to ten per cent. The industry further includes categories such as luxury cars and other vehicles, art and designer furniture and luxury technology items.

Coveted skill-set of hospitality graduatesIn their efforts to strengthen customer experience, luxury goods brands are turning towards the hospitality industry, where five-star hotels are setting the standards for creating luxurious travel experiences through high-level customer relations and personalized service.

Similar to five-star hotels, luxury brands aim to turn their stores and boutiques into lavish luxury temples where consumers come to get pampered and experience the latest brand creations with all their senses, tended to by qualified hospitality staff.

Therefore, luxury brands are increasingly hiring hospitality graduates to tap into their skill-set of dealing with a demanding high-end clientele across different cultural and linguistic backgrounds, with an acute attention to detail and sense of

Bespoke Customer Experience is Reaching the Luxury Industry

With luxury consumers not only looking to own personal luxury goods but increasingly seeking luxurious experiences, manufacturers are turning towards hospitality graduates to create unique customer experiences.

By Judy Hou, Directeur General/CEO at Glion Institute

of Higher Education Worldwide



aesthetics.

Launch of Glion’s Luxury Brand Management Speciali-zationGlion Institute of Higher Education, a world-leading hospitality management institution based in Switzerland with a branch campus in London, has for many years hosted hotel companies on campus to directly recruit interns and graduates for their businesses.

Due to the recently heightened interest of luxury companies in hospitality students, Glion has created a new specialization in Luxury Brand Management for its Bachelor degree in Hospitality Management, delivered in partnership with Domus Academy, a Milan-based fashion and design school.

This exclusive program combines the strong work ethic, attention to detail and sense of impeccable customer service required to enter the hospitality industry with luxury brand management expertise, equipping graduates to deliver a unique customer experience and take part in shaping the future of the global luxury goods industry.

JUDY HOU, DIRECTEUR GENERAL/CEO AT GLION INSTITUTE OF HIGHER EDUCATION WORLDWIDEJudy Hou was named Directeur General/CEO of Glion Institute of Higher Education Worldwide by the board

of directors in November 2013. Prior to that, Ms. Hou served as the CEO of Les Roches Jin Jiang International Hotel Management College, Shanghai where she was responsible for positioning the school as a valuable resource centre for the hospitality community. Both Glion Institution of Higher Education and Les Roches Hotel Management School are part of the Laureate International Universities network. Before joining Laureate, Ms. Hou was the Director of Human Capital at Hotel ICON and Adjunct Professor for the School of Hotel & Tourism Management at the Hong Kong Polytechnic University. During her tenure at the Hong Kong PolyU, Ms. Hou successfully developed the first fully integrated commercial and teaching/research hotel owned by the university.A passionate advocator of education, life-long learning and personal development, Ms. Hou has over 20 year’s hospitality and education experience and has worked for leading international

hotel brands such as Mandarin Oriental, Park Hyatt and Swiss Hotels. Ms. Hou also taught at the Ecole hoteliere de Lausanne as an Assistant Professor/Researcher. Ms. Hou is deeply committed to high quality hospitality education and positive student outcomes.Ms. Hou earned her Bachelor of Arts in Comparative Literature from Columbia University, her master’s in Hospitality Administration from Ecole Hôtelière de Lausanne, and she is working towards her Doctor of Business Administration from Walden University. She is on the editorial board of HotelExecutive.com and has authored several articles for the Hotel Business Review, and Hotel Management Asia, including “The Future of Hotel Marketing: Social Media,” “Understanding & Profiting from Emotional Factors Behind Hotel Brand Loyalty,” “Managing Gen Y: The Characteristic of Gen Y in the Hospitality Industry,” and “The Role of the General Manager in the 21st Century.”


14 tips to close the sale at your hotel Hotel salespeople are inundated with booking inquiries from meeting planners and guests alike. Closing those sales starts with a good first impression.

By Doug Kennedy, HCA columnist & President Kennedy Training Network

For transient reservations agents, the flood of leads is being caused primarily by two

reasons. First, those who search on mobile devices chose to “click to call” instead of trying to purchase with their thumbs. Second, many guests search online first then call to double-check the rate and amenities. Therefore, most salespeople are experiencing “lead creep” or “lead spam,” which is causing what I call “hotel sales lead fatigue.” As a result, it is a great time to retrain hospitality salespersons to stop all of this shopping around and to close the sale.

Close from the startTraditionally, hotel sales trainers—and sales trainers in general—present closing the sale as if it were a separate technique pulled out of the magic hat at the end of a conversation. Yet now more than ever, closing the sale starts with a positive first impression. Why? Because in this era of “feature copy-catting,” relationship selling is more important than ever before. When it comes to hotels within the same classification and market segment, whenever one hotel brand adds a nifty new feature it is not long thereafter until all the other brands follow suite. While purchasing managers all can buy from the same vendors, the power of sales relationships must be nurtured like a well-tended garden; you can select the right seeds, but you must plant those seeds in fertile soil, water them regularly and tend to them as they grow. Traditional sales training has presented nifty techniques such as the “forced choice close” (e.g. “Which of those can I secure for

you?”) and the “assumptive sale close” (e.g. “What email address shall I use for the confirmation?”). Yet today’s sales prospects are far too savvy to be tricked into buying.

Stand out from the competitionHotel salespeople must differentiate themselves from the very first opportunity. Here are some training tips:

Hotel sales department:1. Ensure inquiry calls are answered live whenever possible.2. Respond promptly—within hours, not one day—to all email inquiries, even if your hotel is sold out or if the rate they are seeking is far below your range.3. Notify senders if more time is needed to respond in full detail.4. Respond by telephone instead of just emailing back or responding online at the planner website as most others are doing. If planners truly did not want to be called, they would not have put down their correct phone number, and they can dodge your calls if they do not want to pick-up. Even a polite and personalized voicemail makes an impression.4. Personalize email correspondence rather than sending out form letters. 5. Greet the sender and paraphrase and restate key details from their original inquiry. 6. Send selected relevant photos and customized floor plans showing their configuration. 7. Include your picture and Skype address on your email auto-signature; encourage video calling. 8. Offer to host online meetings to review the proposal and explore their needs. In doing so, use your webcam; offer live virtual tours.

Hotel reservation sales:9. Use a positive opening greeting

One thing most hotel salespeople have in common these days is they handle a sometimes overwhelming flood of inquiries. For those working in the sales department, this is caused by the ability of planners to inquire at multiple properties with a single click at an electronic service such as CVENT, HotelPlanner, Starcite, and a host of sources such as CVB’s other destination marketing groups.

delivered with enthusiasm. 10. Let the caller speak first, then ask for and use their name conversationally, rather than asking for it in your opening sentence. 11. Understanding that most callers have researched extensively online, start by asking the right questions before launching into feature list or so-called benefits. “As I’m checking those dates, what questions can I answer for you about our location or our amenities and services?”12. Use a “just for you” sales approach to grab the attention of today’s multi-tasking callers. Lead with “You can enjoy …” instead of always saying “We have …” or “We offer ...”13. Use “re-engagement questions” to check-in with the caller and to keep it interactive. “How does that sound so far?” If they use these methods and approaches, your salespeople will differentiate themselves from the competition from the very onset of the sales correspondence and conversation.

Don’t be shyThat being said, it is still important for all salespeople to directly ask for the business. For one, this shows confidence. It also plays to the fact that people like to give their business to the salesperson who really wants it. 14. Train your salespeople to ask for the sale in a way that expresses interest such as:

“What else can we do to secure the opportunity to host your group/event?” “Is there something else you’re looking for that I’ve not mentioned yet?”“Can I secure this accommodation for you while it is still available so

we can host your visit?” “May we lock-in those vacation plans for you?”

Doug Kennedy is President of the Kennedy Training Network, Inc. a leading provider of customized training programs and telephone mystery shopping services for the lodging and hospitality industry. Doug continues to be a fixture on the industry’s conference circuit for hotel companies, brands and associations, as he been for over two decades. Since 1996, Doug’s monthly hotel industry training articles have been published worldwide, making him one of the most widely read hotel industry training writers. Visit KTN at www.kennedytrainingnetwork.com for more information.

Don’t close the sale at the

end of a conversation; being

closing from the start.

Respond to booking inquiries as quickly as possible, if not in real time.



A hotel where:Web designers make the street address easy to find on the mobile version of a hotel website (for GPS purposes) along with the direct, local phone number.

An updated TV channel guide is easily found in the room.

Housekeepers check to make sure that the TV remote is working and that the batteries are not dead.

Housekeepers also check to make sure the alarm clock is not set from the previous guest’s stay, which could otherwise result in an unwanted early morning alarm.

When asked for extra coffee packets, housekeepers also automatically bring up fresh coffee cups and condiments.

Front office colleagues are able to offer travel tips such as the best routes for avoiding traffic and realistic travel times to major points of interest, factoring in construction delays.

Colleagues who can recommend with confidence the local restaurants, shopping and attractions instead of simply providing a list.

A late checkout can be extended in advance before guests retire after a late night out, even if for an extra fee.

Guest rooms feature plenty of electrical outlets, or if the hotel is older, where power strips are made available.

Table tents offer special amenities that guests really need these days, even if offered at an extra cost,

such as universal phone and laptop chargers, contact lens cases and solution, distilled water for those who use CPAP breathing machines, and ear plugs for the spouses of those who do not but should!

Speed dial buttons on the guest room phones are programmed to actually dial the departments that match the labels.

Bar menus offer appealing non-alcoholic drinks beyond just soda and coffee for the designated driver or for those in recovery.

Bellstaff offer to assist with luggage by asking “May I show you to your room?” instead of treating guests like weaklings and saying “Did you need help with your luggage?”

Waitstaff who say “What did you think of your entrée?” and not just say “How was it, good?” or “Still working on that?”

Host or hostesses that greet patrons dining alone with “Welcome! Are you ready to be seated?” Instead of reminding them of their loneliness by saying “Just one???”

Signage is easy to follow helps guests find their way to their rooms and around the hotel.

Ice machines are well maintained and working.

Airport vans are large enough to accommodate the actual numbers of guests who rely on the service.By focusing on the “little things” such as these and embracing a culture of continuous improvement, your hotel will be assured of always being successful even when a newer one opens nearby.

When It Comes To Hospitality, “Little Things Mean A Lot”

By Doug Kennedy, HCA columnist & President Kennedy Training Network

Of all of the slogans used by hotel companies over the years, for me the most pithy has to be

the one that Sheraton used in its pre-Starwood days: “At Sheraton, little things mean a lot.”

When it comes to success in the hotel and lodging industry, it truly is the smallest details that make the biggest differences. As my frequent readers know, I often write about what I call the “vanillaization” of the physical hotel experience as brands copy-cat each other in the race to add the latest, niftiest new features and amenities. Yet one aspect of a hotel stay that remains as a true differentiator is a pro-active attention to the smallest details of guests’ stays.

While reading classical historical fiction recently, I came upon what was for me a new word: Punctilious. When I pressed the word on the screen of my Kindle Fire, the first definition that came up online was: “Showing great attention to detail or correct behavior.” Right away I knew this was the perfect word for my vision of the ideal hotel that thinks of everything. For me, here are some of the characteristics of a truly punctilious hotel where “little things mean a lot” when it comes to increasing loyalty and fostering a positive online reputation.


HOTEL EXPO – the most well-established tradeshow in Macau integrating the hotel, catering, entertainment & tourism sectors – will present its 11th edition over the period of November 25-27 this year at Cotai Strip® Cotai ExpoTM (The Venetian Macao).

An extensive range of exhibitors are ready to showcase their high-end and innovative products, technology and superb services. Premium food & beverage, luxury linens, beddings, tableware, catering utensils, advanced hospitality technology solution… everything related to the hospitality industry could be found at HOTEL EXPO.

Quality ingredients from fine food & wine, sophisticated coffee & the related products, supreme chocolates & candies…from the exhibitors Crème Food Supply Chain, Ellermann, Vang Kei Hong, Ultimate Coffee, Multizen Asia Limited and many others are definitely the taste temptations.

The luxury & cozy linens & beddings from Canasin, Dim Fung, King Koil, Tai Fung, Zhong Ya Li…etc. would let the hotel & restaurant guests enjoy sweet dream, comfortable stay and excellent dining experience!

Advanced & innovative equipment, products & service from Media Asia, CI-Kitchen, Harle Philippines, Qihong, PB Holding, Synergy Medical Supply, Trilinka, Yuan Pin, Greenway EnergyTech and so forth do affiliate with the global trend of smart & sustainable hospitality.

The 9th Asian Hotel General Managers Forum and The 2nd Asia Culinary Contest, being held during the exhibition, should be the annual significant events of the Asian hotel& catering industries which gather the key operators, owners, general managers, executive chefs, top chefs, F & B directors & managers, senior executives…etc. of the star-graded hotels, restaurants & bar from Macau, Hong Kong, China and major countries of Asia. Other fascinating activities

Hotel Expo 2015 – The Most Comprehensive Tradeshow in Macaulike Coffee Culture Workshop, Distinguished Hotels-Restaurants-Spa Parade, seminars and award presentations ceremonies (Asia Green Award, Asia Best Hotel Suppliers, Best Hotel Furniture Suppliers…etc.) undoubtedly highlight the exhibition and attract many more trade visitors.

Don’t miss this must-attend Hospitality Carnival! Contact the Organizer, Coastal International Exhibition Co., Ltd., at (852) 2827 6766 / [email protected] for registration!

HOTEL EXPO 2015, MACAU


Kennedy Training Network Announces Its

First eLearning Course On New LearnerNation PlatformKTN To help promote sleek, modern learning platform that drives learner engagement.

KTN announced a marketing alliance partnership with LearnerNation, a performance management system

used by over 250,000 individuals in 2,300 organizations including Fortune 500’s such as MasterCard, LG, Liberty Mutual, Pacific Gas & Electric, Southern California Edison, and luxury brands such as Cartier and Celebrity Cruise Lines. KTN will help promote the LearnerNation platform to its hospitality industry client companies and brands.

“I have been involved with designing eLearning courses since the early 2000’s,” said Doug Kennedy, President of KTN. “So far most of the programs out there have been quite frankly boring for the learner to use. LearnerNation makes it super easy to create, modify and manage interactive and engaging course content on both a department and enterprise level.”

Kennedy explained that the first course that is now available will be KTN’s Hotel Reservations quest program, which is designed to help reservations agents capture and convert inquiry calls from today’s over-informed, distribution channel surfing callers. Additional KTN courses will be introduced as eLearning modules over time.

“Case study after case study has proven that teams using LearnerNation have seen significant increases in Knowledge Performance Scores, and companies paying attention to the development of their employees have seen substantial net profit increases with more employees hitting bonuses for

exceeding goals,” said Michael McCord, LearnerNation Founder and CEO. “Best of all, Forbes recently

recognized LearnerNation’s unique specialization in millennial workforce development.”

“Our marketing alliance with Doug Kennedy and the Kennedy Training

Network will help us expand further into the hospitality industry, which we see as greatly benefiting from our unique approach given its relatively high turnover as compared to other industries,” he added. “We’re also excited that Doug and the KTN team will be

available to assist our hospitality clients with developing content

related to sales and guest service.”

About LearnerNation

LearnerNation is a performance optimization platform that drives employee engagement, KPI’s,

and revenue performance. The team at LearnerNation works with over 250,000 individuals in 2,300 organizations

including multilingual and multinational distributed teams in Fortune 500’s such as MasterCard, LG, Liberty Mutual, Pacific Gas & Electric, and luxury brands such as Cartier, Chopard, and Celebrity Cruise Lines. With a unique specialization in team performance optimization, LearnerNation helps develop better ways for people to optimize themselves as individuals, teams, and throughout organizations. LearnerNation maintains a 95% Customer Retention Rate in an industry where the average attrition rate is 25%. We are a solutions oriented company that drives revenue and KPIs for our customers and partners. Contact LearnerNation at [email protected] or call (866) 622-4997 or visit www.LearnerNation.com


Gourmets should already be noting this exceptional pleasure week in their diary: under the motto ‘Yokoso Nippon’ – welcome Japan!, the 2016 St. Moritz Gourmet Festival will exclusively invite Japanese guest master chefs from 25th to 29th January to the Upper Engadine, who will spoil gourmet fans for one week with their culinary skills. ‘Japanese cuisine offers an incredibly rich culinary variety that we have the privilege of presenting to our guests in an authentic way from 25th to 29th January 2016 in the Upper Engadine, within the scope of our unequalled event culture’, explained Reto Mathis, President of the event organisation. He is not yet revealing the names

of the nine Japanese master chefs from Europe and Japan who will be invited to the Upper Engadine, but here is a short preview of what you can look forward to: ‘Thanks to the very individual, highly distinguished culinary skills of the Japanese master chefs, particularly exciting culinary experiences in Far Eastern haute cuisine await you. The event will take place at an altitude of 1,800 m, facing the snow-covered mountains of the Upper Engadine. Nowhere else in the world can gourmet fans experience anything comparable!’ says Reto Mathis. With the Japanese master chefs and the equally distinguished local chefs de cuisine of the partner hotels, the 2016 St. Moritz Gourmet Festival will offer epicures, as always,

a varied event programme. The Grand Opening at the Kempinski Grand Hotel des Bains will be the sumptuous start, followed by the individual Gourmet Dîners and the Gourmet Safaris, the legendary Kitchen Party at the Badrutt’s Palace Hotel, as well as tastings, wine occasions and further special events in the partner hotels and event locations. During the Great BMW Gourmet Finale at the Kulm Hotel St. Moritz, all the guest master chefs and local chefs de cuisine together will ensure an exciting culmination to this festival week. The advance booking of admission tickets for the event will start on 1st December 2015. Current news can be found on our website St. Moritz Gourmet Festival and on Facebook.

2016 St. Moritz Gourmet Festival: ‘Yokoso Nippon’ – a cordial welcome to Japan!25th to 29th January 2016


Presenting the award at the Guinness World Records office in London today is Mr Alan Pixley, adjudicator for Guinness World Records to Mr Edward Holloway, Senior Vice President, Hotel Operations of Resorts World Genting.

Mr Alan Pixley said, ‘Our congratulations go to First World Hotel for the opening of the new block and for claiming back the Guinness World Records title for the World’s largest hotel.’

Proud recipient Edward said, ‘We are very pleased to once again receive this recognition. The hotel

has received over 35.5 million guests over the nine years since its first record in 2006. The endorsement by the world’s authority on this record-breaking achievement is icing on the cake, and more. It spells further excitement for the iconic hill resort even as it helps strengthen Malaysia on the international map for excellence in tourism and hospitality.’

The new block annex 2A, with its newly decorated rooms and accompanying entertainment and F&B outlets in full swing, offers a new phase to the hotel. The transformation plans at Resorts World Genting have seen not only

First World Hotel is verified as World’s Largest HotelBy GUINNESS WORLD RECORDS™ - This marks a new era for Resorts World Genting

With 7,351 rooms, First World Hotel has earned the GUINNESS WORLD RECORDS™ title as the World’s largest hotel once again. The three-star hotel won that recognition before between 2006 and 2013 when it had 6,118 rooms. Today, it is a symbol of innovation excellence for Resorts World Genting regaining this title.


a higher number of rooms at First World Hotel but also a host of new features, from accommodation to entertainment to F&B.

New dimension in dining and entertainmentMore dynamic and stylish than before, First World Hotel ushers in a new era for the hill resort. F&B outlets have been remodeled with new ones introduced, adding a new dimension in terms of dining and entertainment. And by 2016 the eagerly awaited 20th Century Fox World Theme Park, Genting Premium Outlet, brand new shopping mall Sky Avenue and a new cable system will be unveiled, completing the transformation that beckons Malaysia’s premier holiday resort to the next phase.

There are many firsts at the now visually stunning First World Hotel that are deserving of recognition; amongst them the Express Check-in and Check-out Kiosks, the first in South East Asia, and an innovatively-designed walkway leading to the lobby that comes complete with atmospheric “Chillout” music.

Among the new features at Resorts World Genting are the new living spaces in First World Hotel; in the form of Tower 2 Annex, an extension to Tower 1, and Tower 2.

But as importantly, small details go a long way in creating a whole new ambience: glass toilets and shower in the rooms and USB with international electric sockets facilities near the bed are relevant features that should score points with the trendy and contemporary crowd.

Likewise the signature Terminal 2 Cafe offering Wifi, creates positive vibes with the contemporary and vibrant atmosphere it evokes.

Moving with the timesBack then the hotel was designed as a basic hotel providing comfortable, clean and affordable rooms. Today, travelers are well traveled and there is a demand for better quality rooms.

A study on customer requirements preceded one-and-a-half years of planning and renovations at the Tower 2 Annex at the cost of RM300 million.

Trendy and cosy roomsElegant simplicity greets guests in their room. The new annex makes better use of space, compared to the initial two towers of First World Hotel. Designed to be functional but yet chic, the guest rooms come in lively and vibrant splashes of yellow and design.

The intention is to create a standard hotel experience: enhanced room interior that is centered on a great bed to ensure a good night’s rest. All basic amenities are there to complete

the picture of sanctuary away from home.

Frosted lime green glass walls act as dividers between the toilet, shower and sink, and the laminated floor has warm earthy tones. The rooms come with either two single beds or a double, and an open hanging cupboard provides good storage space with safe boxes and mini-fridge.

The Tower 2 Annex has altogether 1,286 brand new rooms with new names such as XYZ Deluxe and XYZ Triple. The average size of the rooms is 179.70 sq ft. What differentiates them: amenities; XYZ Deluxe rooms offer either two single beds or one queen bed while XYZ Triple rooms offer one single bed and one queen bed. XYZ Triple is ideal for family or a party of three.

For more information, please call +603 2718 1118 or visit www.rwgenting.com.

(Right) Edward Holloway, Senior Vice President of Resorts World Genting receiving the GUINNESS WORLD RECORDS certification for First World Hotel as World’s Largest Hotel from Mr Alan Pixel, adjudicator from GUINNESS WORLD RECORDS in London.


This Diwali reserve a two nights stay at the ultra-luxurious, all-villa resort One&Only Reethi Rah, Maldives and receive the third night complimentary. Starting from USD 1,500 per night onwards, the

ultimate getaway offer is valid to travel from 1 November to 30 November. It also includes: · Complimentary stay on the third night· Complimentary half board· Shared return transfers from Male International airport One&Only Reethi Rah, the ultra-luxury all-villa resort in the Maldives, marks a momentous milestone as it celebrates its tenth anniversary. The spacious and utterly private resort has remained committed to consistently enhancing its offering over the last ten years through constant innovation, ensuring past guests can find what they have come to love about the resort, whilst discovering brand new and unique experiences. To commemorate ten years, the resort has curated ten months of extraordinary celebrations including exceptional culinary and spa offerings, a series of globally recognized visiting experts, innovative new fitness activities and an exciting fashion collaboration with esteemed fashion designer Camilla Franks. Acupuncture expert Dr. Igor Roganin (1 – 13 November) is the renowned founder and chief physician of DAO clinic in Moscow and James Power (14 – 30 November) specializes in exercise rehabilitation, neurology, biochemistry and therapeutic massage will be visiting the resort. For updates and news on activities and events during the 10 months of One&Only Reethi Rah celebrations, please visit the dedicated microsite: ooreethirahten.com

About One&Only ResortsCreated exclusively for the ultra-luxury resort market, One&Only Resorts are conceived as hallmarks of excellence. Set in some of the most beautiful locales in the world, each award-winning resort offers guests a distinctive

style and personality borne of its local culture, a genuine hospitality and a lively energy that is unrivalled. These properties include One&Only Reethi Rah in the Maldives; One&Only Le Saint Géran in Mauritius; One&Only Royal Mirage and One&Only The Palm in Dubai; One&Only Ocean Club in The Bahamas, One&Only Palmilla in Los Cabos, Mexico, One&Only Cape Town in South Africa and One&Only Hayman Island, Great Barrier Reef and Emirates One&Only Wolgan Valley in The Blue Mountains in Australia. One&Only has also announced plans to develop and operate five new One&Only resorts, in Sanya, Hainan, China; in Montenegro, which will be the first property for the collection in Europe, Bahrain and two new resorts in Mexico. More information on One&Only is available at oneandonlyresorts.com

ULTIMATE GETAWAY OFFER FOR THIS DIWALI


The fact that the number of new companies attending Host 2015 is up by 30%

is the most eloquent testimony to the success of Furniture and Tableware, the macro-area focusing on everything that will dictate future style trends in professional hospitality – from layouts to furnishings, from formats to accessories – at HostMilano – the International Hospitality Exhibition, at the Fieramilano fairground in Rho from Friday 23rd to Tuesday 27th October 2015.

The heart of the exhibition that expresses lifestyles, a natural complement to the ideal triptych formed by the other two ‘souls’ of the event - food and technology – expressed in the macro-areas Food

Service Equipment and Bread/Pasta/Pizza and Coffee/Tea - Bar – Coffee machines-Vending and Gelato-Pastry – Furniture and Tableware has also seen the return of prestigious names which, along with the new entries, amount to an exhibition of the highest caliber: Abert, Aficom, Alessi, Allegrini Amenities, Arc International, ATL Group, Bauscher, Baxter, Bormioli Luigi, Bormioli Rocco, BTicino, Calligaris, Casarovea by Parotex, Celtex, Churchill, Corbara, Drake Corporation, Dudson, Durobor Group, Frette, Gaber, Gewiss, Giblor’s, Gold Plast, Guy Degrenne, Hartmann Tresore Italia, iGuzzini, Indel B, Infiniti, Isacco, IVV, Kartell Fragrances, Light-Project Led-Technik, Liuni, Masa, Mepra, Microdevice, Nardi, Napkin, Novatex, N(u)de, Passepartout, Pedrali, Pinti Inox, Pordamsa, Quadriga Italia, Raynaud, RCR, Richard Ginori, Rosenthal, Royal, Sambonet, Scab Design, Siggi Group, Slide, Steelite, Sterno Candle Lamp, Technogym, Tognana Porcellane, Tumidei, Villeroy & Boch, Vista Alegre, WMF-hotel, Zafferano, Zanetti and Zwiesel Kristallglas. The number of contractor firms attending the exhibition is also up on the previous edition, with such names as AFA Arredamenti, Africa Style, Alternative by Mangiapelo, Best.Cold, Costa Group, Elemegi, Lenari italia, Rossetti Edizioni, Sifa Industrial Design and Tecnoarredamenti.

So much Italian excellence, but also a great deal of International Style in a space that goes far beyond the classic fair, with a new-generation exhibition concept designed with the help of world-famous architects, designers and art directors: a true

Host2015 hailed increasingly as a global design hub with a boom in the Furniture and Tableware area

The macro-area is growing with new entries up by 30% and widespread interest from contractors. A new-generation exhibition concept ievolved with the help of prestigious architects and designers appraises and exalts the components of lifestyles and the future conviviality of hospitality, with many special projects, including the new EXIHS, the Futurbar concept and the HOSThinking design award.


multi-disciplinary, global design hub, in the name of immersive experience, discovering formats, concept stores and hybrid points of sale geared to the future.

This is also confirmed by the many special projects being hosted, including the return of a completely new version of EXIHS - Italian Excellent Hospitality Services. The “container of beauty” designed by Studio Dante O. Benini & Partners Architects again proposes a project with four conceptual spaces, transforming the same number of non-spaces of contemporary living into places for esthetics and socializing: thus the centre of the Gym is enhanced by a wellness/spa area, the Mind area becomes a boutique hotel. The Relax area reinterprets conviviality in the form of a multiple dining area, where different cultures come together around large tables, and the Work area is divided into two spaces for technology and e-work.

“In order to provide an effective response to the needs of today’s travelers, who are nomadic, bohemian and used to luxury,” Architect Benini explains, “the designer must also anticipate new trends, by taking a psychological approach, creating the conditions which encourage this meeting of people and expertise. When we design a lifestyle, not only the design is important, but also, and more particularly, the structure and the function of the place, we must define spaces which encourage experience. For example, no-one works in their own hotel room any more, they want shared work spaces where they can exchange ideas with people whom they know are cultured, albeit of different geographical origin.”

Another place where people can get a preview and

reflect on the formats of the future will be the Futurbar, an example of a concept bar: a combination of technology, design and social intercourse. An interactive bar where soft lights shine from the floor and the walls, changing according to the mood, the counter becomes “liquid” in a continuous series of interesting images and even the tables become surfaces where virtual objects can be “moved” through an entirely natural form of interaction. Completing the series of innovative layouts, there will be another area, still top secret, focusing on the Outdoor domain.

This year, as well as running concurrent with EXPO, HostMilano constitutes an even more valuable opportunity to confront these themes to the full, thanks to several special projects, Parola d’ordine: Nota dal traduttore: la frase ha importanza???: and enhanced by a new-generation exhibition space. For an all-enveloping, full-immersion experience, where you can breathe design and discover not just products but new ideas.

Another key tessera in the lifestyle mosaic of HostMilano is HOSThinking, the prestigious design award jointly organized with POLI.design, the Consortium of the Polytechnic of Milan,

with the patronage of ADI – the Industrial Design Association, now in its second year. From the many candidates who entered the competition from all over the world, the jury has selected 10 finalists, from whose entries the three winning projects will be chosen during Host2015 and exhibited in a special area.

Some of the recurring trends presented by designers this time include greater attention to social attitude, and the convivial dimension of food, understood as a means of generating new socializing systems. Greater importance was also given to the narrative dimension of products, which, increasingly, themselves become a vector of stories and the characteristics of the contexts that generated them.

HostMilano’s collaboration continues with the 2015 International Architecture and Design Award for “Bars/Restaurants/Boutique Hotels” the new edition of which has several new features. Firstly, the existing partners – IN/ARCH, Gambero Rosso, the Architecture Faculty of the University of Rome ‘Tre’, Artribune, Archilovers and Host - Fiera Milano – have been joined by other patrons: the Lombardy Branch of the National Architecture Institute, which will act as a sensor with regard to the quality work done for EXPO 2015, and the patronage of ADI - the Industrial Design Association. The second novelty involves the international character of the competition, which will now also encompass projects by Italian designers executed abroad. Finally, the third is the extension of the scope of the competition to include all forms of accommodation such as hotels, B&Bs, residences, farm stays and hostels.

For further information: www.host.fieramilano.it, @HostMilano, #Host2015.


One&Only Le Saint Geran, Mauritius invites guests to an exceptional evening, with the General Manager’s cocktail reception at the pool deck where the music band- Famous 9 will recount ‘Forty years of

music’. The event will be followed by an exclusive culinary show presented by the Executive Chef Stephan Brallet and his team, in collaboration with Chef Farman Ali, Chef Joel Antunes and Chef Roland Durand, at La Terrasse Restaurant in the form of a Gala Buffet.

CULINARY HIGHLIGHTS:

CHEF JOEL ANTUNESComte de Vogué Wine Dinner at Prime restaurant, on Sunday 18th October at 7.30pm. The four course gourmet dinner will be paired with wines by the winemaker M. Jean Luc Pépin.

Sassicaia Wine Dinner with a delectable six course menu at Prime restaurant on Thursday 22nd October at 7.30pm. The Wine pairing will be done by Johann Innerhofer, partner of Marquess Nicolo Incisa Della Rocchetta, the well known wine maker. Cooking class will be held at Prime restaurant, on Monday 19th at 11am. CHEF ROLAND DURANDFrench born Chef Roland Durand’s extensive experience around the world has led him to receive numerous accolades for his exquisite cuisine, including several gold medals at competitions in his home country and globally. He has also received The National Order of Merit, from his home country of France and the Golden Fork Award.

Anniversary celebrations at One&Only Le Saint Geran, Mauritius

One&Only Le Saint Geran, Mauritius celebrates its

40th anniversary of excellence on the 20th October

2015 with an extensive, week-long, programme of

activities for the guests. Guests residing at the resort

between 16th and 22nd October 2015 can indulge in

amazing festivities. The resort will offer exceptional

programs, in which the whole family can enjoy

together and partake in golf and tennis tournaments,

prestigious wine dinners, musical highlights and

much more.


Chateau Belle Brise Wine Dinner at Prime restaurant on Monday 19th October at 7.30pm. The sumptuous four course dinner will be paired with wines by M. Bruno de Coincy, the wine maker. Cooking class will be held at Prime on Saturday 17th October at 11am. MASTER INDIAN CHEF FARMAN ALIChef Farman Ali, father to our very own Chef Faizan Ali, is globally recognised as a true culinary artist, who specialises in creating delicious twists to classic Indian cuisine. Master Indian Chef Farman Ali has produced exquisite menus for numerous hotels, as well as hosting his own television cooking show.Chef Farman’s Special Fortieth Anniversary Menu will be available at the Indian Pavilion on Sunday 18th, Monday 19th and Wednesday 21st. Cooking class will be held at the Indian Pavilion, on Sunday 18th at 11am.

WINE DINNERS DOMAINE COMTE DE VOGÜÉ WINE DINNERMr. Jean Luc Pépin and Chef Joel Antunes will host a Wine Dinner at Prime restaurant on Sunday 18th October at 7.30pm. Domaine Comte Georges de Vogüé can trace a line back over 550 years, highly regarded as one of the greatest estate in Burgundy today, the domaine is headed by its 20th generation. The philosophy at de Vogüé is one which tries to blend tradition and nature. The gourmet dinner prepared by Chef Joel Antunes will be paired with four “prestigious wines” of this great wine yard, selected by Mr Jean Luc Pépin, the Estate Manager.

CHATEAU BELLE BRISE WINE DINNERWinemaker, Mr. Henri Bruno De Coincy and Chef Roland Durand will host a Wine Dinner at Prime restaurant on Monday 19th at 7.30pm.Hidden along Pomerol’s far, southern border, Château Belle-Brise releases just a handful of bottles each vintage. At just 2 hectares in size and with similar production levels to Château Le Pin, it is one of the most exclusive wines from France. The wine dinner will be an amazing opportunity to savour exceptional vintage wines. The delectable menu prepared by Chef Roland Durand


will be paired with Four “Cuvée” of this prestigious wine selected by the winemaker, M. Henri Bruno De Coincy. MARQUESS NICOLO INCISA DELLA ROCCHETTA WINE DINNERMr. Johann Innerhofer, business partner of Marquess Nicolo Incisa Della Rocchetta and Chef Joel Antunes will host a Wine Dinner at Prime restaurant on Thursday 22nd October at 7.30pm.Incisa Della Rocchetta family owns the famous Tenuta San Guido estate in Bolgheri, South of Toscany. Its wine Sassicaia is considered one of Italy’s leading red wines. Chef Joel Antunes has planned a delectable six course menus all paired with highly awarded selection by Mr. Johann Innerhofer.

WELLNESS- PEDI:MANI:CURE BY BASTIEN GONZALEZ To celebrate the great milestone, Bastien Gonzalez will be present at the resort during the 40th Anniversary Week. The Bastien Pedicure is a signature treatment in which the therapist gently buffs the nails to a brilliant shine, eliminates any skin irregularities and dryness, as well as a massage of the feet and legs that serves to relax and release tension and any heaviness.

THE GREAT OUTDOORS Golf Tournament: To mark the anniversary, the resort will be hosting the Stableford Formula tournament over

two days on 18th and 19th October and golfers over 12 years are invited to participate in the tournament, which will have a full handicap. Tennis Tournament: Guest are invited to participate in a very special tennis tournament, which will mark the anniversary on 21st October.

EXCLUSIVE TRUNK AND FASHION SHOW WITH ANASTASIA RAMLALL Half Mauritian and half Russian, Anastasia Ramlall, the designer has lived in Mauritius most of her life. A former model in Paris, she started as the winner of a local beauty pageant representing Mauritius in New York. After her years in modeling, she opened her first shop in 2004 where she imported selective dresses. However, being a passionate of fashion she wanted to create her own label and started with a capsule collection 4 years ago. On the 16th, join us for a special cocktail reception around the Pool Deck with the designer at 7pm and

on the 21st for an amazing fashion show at the Pool Bar at 7pm. Anastasia’s new collection will be available at the shop between the 17th until the 23rd of October. For further information, please visit www.oneandonlyresorts.com

About One&Only ResortsCreated exclusively for the ultra-luxury resort market, One&Only Resorts are conceived as hallmarks of excellence. Set in some of the most beautiful locales in the world, each award-winning resort offers guests a distinctive style and personality borne of its local culture, a genuine hospitality and a lively energy that is unrivalled. These properties include One&Only Reethi Rah in the Maldives; One&Only Le Saint Géran in Mauritius; One&Only Royal Mirage and One&Only The Palm in Dubai; One&Only Ocean Club in The Bahamas, One&Only Palmilla in Los Cabos, Mexico, One&Only Cape Town in South Africa and One&Only Hayman Island, Great Barrier Reef and Emirates One&Only Wolgan Valley in The Blue Mountains in Australia. One&Only has also announced plans to develop and operate five new One&Only resorts, in Sanya, Hainan, China; in Montenegro, which will be the first property for the collection in Europe, Bahrain and two new resorts in Mexico. More information on One&Only is available at oneandonlyresorts.com


Savory ice cream based on gourmet recipes, flavors exalted by new ways of

cooking, exotic foods that are as fresh as if they had just been harvested: these are just some examples of the food revolution that our tables have been experiencing in recent years, thanks to increasingly innovative technologies.

Technologies which, before they enter the kitchens of starred chefs worldwide, have always made their debut at HostMilano – the International Hospitality Exhibition, the leading event for the HO.RE.CA., foodservice, retail, large-scale distribution and hotel industries, happening this year at the Fieramilano fairground at Rho from Friday 23rd to Tuesday 27th October.

The macro-area for Food Service Equipment and Bread/Pasta/Pizza is one of Host2015’s three synergic macro-areas: the other two are Coffee-Tea/Bar–Coffee machines/Vending, and Gelato-Pastry/Furniture and Tableware. Avant-garde technologies are a common factor not only to Food Service Equipment, which will be presenting systems, equipment and machines for processing and preserving food, as well as a whole range of accessories of various sizes, but also to Bread/Pasta/Pizza, where machinery and equipment will be joined by food, with quality ingredients and food traditions. What’s more, this year, completing the offering of the macro-area, space will also be devoted to important fast-growing niches in the sector,

such as Refrigeration and Laundry.

Together, these segments contribute decisively to Italy’s global leadership in the sphere of Technologies and Equipment for Food Products, as the latest figures from ANIMA-Assofoodtec confirm. In 2015, the overall production value of the sector has already exceeded the record threshold of 5 billion euro (5,023 million), an increase of +0.6% over 2014, and, for the current year, is likely to raise the record to an even higher figure, 5,053 million, with another upward surge of +1.2%. Last year, exports, which totaled 3.313 million euro (+1.2% over 2013), accounted for two thirds of the overall volume of business (66%) and, this year, is estimated rise to 3,348 million (+1.1%).

If we look in detail at the segments represented in the macro-area, between 2014 and 2015, machinery for flour mills, animal feed mills and silos increased from 214 to 218 million euro (+1.9%) and exports increased from 193 to 196.5 million (+1.8%); machinery and ovens for bread, biscuits, pastries and pizza increased from 648 to 652 million (+0.6%) and exports from 412 to 418.5 million (+1.6%); machinery and equipment for making pasta and extruded food products increased from 248 to 255 million (+2.8%), while exports increased from 185 to 187 million (+1.1%); in the sector of machinery and equipment for meat-processing, the figure rose from 224.5 to 227.5 million (+1.3%) while exports increased from 153.5 to 156 million (+1.6%);

Innovation that fires creativeness: the pulsating heart of Host2015

The macro-area comprising Food Service Equipment and Bread/Pasta/Pizza is traditionally the platform where global food-equipment manufacturers--and not only they--give a preview of their new products. Technology, quality ingredients and the human factor will be coming together at Host2015 to map out the increasingly world-class and original future of cooking.

in the sector of slicing, grinding and refining equipment, the total rose from 203.5 to 204.5 million (+0.5%) while exports increased by +4% from 125 to 130 million; finally, commercial refrigeration equipment totaled nearly 1 billion (increased from 922 to 928 million, +0.7%) with exports increasing from 512 to 518 million euro (+1.2%).

Sectors experiencing a 2-, 3- or even 4-figure boom include machinery for mills in Saudi Arabia (+156%), machinery and ovens for bread production in the U.S.A. (+70%), machinery for pasta workshops in Chile (+1,047%) and Brazil (+727%), machinery for pastries and confectionery, and for processing meat, in China (+149% and +142% respectively), and commercial refrigeration equipment in the Czech Republic (+143%).

The crème de la crème of all these industries will be represented at Host2015. New entries this year in the sector of Food Service Equipment include Cool Compact and Taylor, which will be there along with such names as Ali Group, Alliance International, Angelo Po Grandi Cucine, Alto-Shaam, Bravo Inox, Comenda Ali, Fagor, Gram Commercial, Meiko, Epta, Follett Corporation, Grandimpianti Ali, Hobart, Imesa, Milan Toast, MKN, Manitowoc Foodservice, Mepra, The Middleby Corporation, Orved, Rational, Realstar, Renzacci, Sirman, Unox, Vema, Walo Professional and Winterhalter.

In the Bread/Pasta/Pizza sector, leading oven manufacturers attending the show include Bake Off Italiana, Cuppone Fratelli, Debag, Italforni Pesaro, Jac, Marana Forni, Panem, Sorema, Wiesheu GmbH, Dr. Zanolli, and manufacturers of kneading machinery such as Imperia & Monferrina, Prismafood, SCB Bernardi, Starmix, VMI, A/S Wodschow & Co. Quality raw

materials, which are experiencing a spiraling evolution, mid-way between health and tradition, will feature new entries like Molino Braga, Molino Iaquone, Molino Piantoni and Selezione Casillo, together with well-known names like Italmill, Molino Dallagiovanna and Molino Quaglia.So, not only a business platform but a complete international overview of the sector, reflecting an exhibition concept that allows space for hybrids within the framework of new, multi-specialized formats, with a calendar of events that promises to be particularly interesting, organized with the support of the main trades associations and the most authoritative and interesting companies in the sector.

The partnership with Identità Golose is back again this year, with the Identità Golose Future project: three dates a day, presented by a chef and a food expert who, using new technologies and ingredients, will enable visitors to literally taste the cuisine of tomorrow. The Network del Gusto, promoted by APCI – the Professional Association of Italian Chefs, with the collaboration of Italian Gourmet and apropositodime.com, will present 5 days of live lectures

animated by top professionals in the sector.

“Le Pillole di Primo Piatto” (Primo Piatto’s Brief Courses) is the name of the initiative organized by APPAFRE, the association of fresh pasta makers, and the Primo Piatto pasta-making school, offering short courses on pasta-based cuisine. FIUP, the Federation of Italian Chefs, will be deciding who is “Chef of the Year”, the award organized for more than ten years by the Chefs’ Union of Regione Lombardia.

Pizza, that great icon of Italy, will be the focus of an international event, the European Pizza Championship, organized by the magazine Pizza e Pasta Italiana, with show-cooking and a focus on vegan options, and the Università della Pizza which, for the first time at Host, will be presenting the concept of gourmet pizza.Workshops focusing on aspects of the sector will also be organized by Assofrigoristi and FCSI - Foodservice Consultants Society International.

For further information: www.host.fieramilano.it, @HostMilano, #Host2015.



If people the world over refer to ice cream as ‘gelato’, using the Italian word or, when they have a coffee when they’re out, usually order an ‘espresso’, there must be a reason. The answer lies in the sheer ability that companies in the sector have shown, transforming our great socializing tradition into a leading industry on a global scale, both from the food point of view, using quality ingredients, and in terms of goal-oriented machinery.Leadership that is reflected in HostMilano – the International Hospitality Exhibition, happening this year at the Fieramilano fairground in Rho from Friday 23rd to Tuesday 27th October, the world’s most important exhibition for the HO.RE.CA., foodservice, retail, large-scale distribution and hotel industries.

In fact, of the three synergic macro-areas which form the unique exhibition concept, the one comprising Coffee/Tea (including SIC – the International Coffee Event), Bar/Coffee machines/Vending and Gelato-Pastry plays a key role, together with the areas focusing on Food Service Equipment and Bread/Pasta/Pizza and Furniture and Tableware.

In particular, the event being staged by SIC, which has increased the exhibition space by +40%, is pointing to its historic record as an international benchmark for the segment on an even

more global scale. The many new entries from Italy and abroad include companies like Alpro, Althaus Tea, Andaluza De Cafes, Cafento, Caffè Diemme, Caffè Molinari, Caffè Moreno, Cellini Caffè, Filicori Zecchini, Hardy, Nordic Approach, Pelican Rouge Coffee Roasters, Pompadour Tè and Tupinamba, enhancing the already dense portfolio of regular protagonists such as ARC – Aziende Riunite Caffè, Blaser Trading, Cafes Malongo, Cafes Novell, L’Aromatika, Caffè Cagliari, Caffè Carraro, Caffè Ottolina, Caffitaly System, Casa Del Caffè Vergnano, Club Kavè, Corsino Corsini, Costadoro, Covim, Danesi Caffè, Gimoka, Goppion Caffè, Hausbrandt Trieste 1892, illycaffè, Imperator, Kimbo, Luigi Lavazza, Loring Smart Roast, Torrefazione Moka Sir’s, Monin, Neuhaus Neotec,

Opem, Pellini Caffè, PROBAT-Werke, Sandalj Trading Company, Teisseire France, Torrefazione Portioli and Trismoka.

Figures for the Bar/Coffee machines/Vending sector are equally impressive. Numerous longstanding and prestigious names will be attending the exhibition, as well as new names, including Birrificio Antoniano, Blendtec, Bugatti, Celli, Flo, Giesen Coffee Roaster, Lauretana, Metro Italia Cash & Carry, Sanden International Europe, Sorgente Valcimoliana and Acqua Dolomia, in addition to the list of traditional participants such as Bianchi Vending, Bravilor Bonamat, Brema Ice Makers, CMA Macchine per Caffè, Carimali, Ceado, Crem International Spain, Dalla Corte, Eureka–Conti Valerio, Franke Kaffeemaschinen, Gaggia,

Now with record numbers, Host2015 is increasingly the leader in the sectors that are symbols of socializing Gelato/Pastry, Coffee/Tea, with the traditional International Coffee Event (SIC), increasing the space by +40%, and the Bar/Coffee machines/Vending sector are both examples of Italian excellence which, thanks to Host2015, are even greater protagonists of the global economy, thanks to the unique international dimension of the event.


Gruppo Cimbali, Hoshizaki Europe, ISI, ITV Ice Makers, La Marzocco, La San Marco, La Spaziale, Melitta Professional Coffee Solutions, Macap, N&W Global Vending, Nuova Simonelli, Rancilio Group, Rhea Vendors Group, Sanremo, Schaerer, Scanomat, Scotsman Ice Systems, Frimont, Sielaff GmbH & Co. and KG Automatenbau, Thermoplan, Unic, Wega Macchine per Caffè, Vema, WMF Group, Elektra, BFC and Vitamix.

The sector of Gelato-Pastry – where Italy is the undisputed world leader and heads the trend towards internationalization of equipment – will be attending Host2015 with all the quality ingredients for creating superlative gelato, desserts and chocolate, with refrigerated counters and all the different types of machinery that encourage more creative, more original processing. There will also be a dedicated space for products to make yoghurt, soft gelato and chocolate.

The top Italian and international players in the sector will be there in the macro-area: Alcas, Anselli, Babbi, Bras Internazionale, Bravo, Bussy, Carpigiani Group - Ali, Cartoprint, Cesarin, Chocolaterie Monbana, CIAM, Comprital, Crystal Freezers&Coolers, Distillerie Camel, Elenka, Fabbri 1905, Frigomat, Frigomeccanica, Galatea, Gel-Matic Italia, IFI, Ipsa, Isa, José Julio Jordão, Lacteos Industriales Agrupados, Krampouz, Leagel, Martellato, Optima - Mec3, Mussana Montapanna, Hans Kratt Maschinenfabrik, Novacart, Nutkao, Pavoni Italia, PCB Creation, Pomati Group, Pregel, Prodotti Rubicone, Scatolificio del Garda, Scotton, S.P.M. Drink Systems, Selmi, Silikomart, Taddia, Telme, Toschi Vignola, Ugolini, Ugur Sogutma Makinalari, Unigrà and Valmar Global.

There will also be many exciting events that will help to make Host2015 a privileged observatory on future trends. From contests like the World Trophy of Pastry, Ice cream and Chocolate and the Cake Designers World Championship organized by FIP – the Italian Federation of Pastry Gelato and Chocolate, at the Arena Dolce, promoted by FIPE – the Italian Retail Business Federation, with the top masters of these arts demonstrating their experience live in three distinct areas (Typical desserts, Pastry - chocolate and Gelato).

The following countries have already enrolled for the cake design contest: Ukraine, Sweden, Serbia, Russia, Italy, Spain, Venezuela, Switzerland, Norway, Japan, France, Hungary, Cuba, Tunisia, Peru, and the U.S.A.; those who have entered the World Trophy of Pastry, Ice cream and Chocolate are as follows: Italy, France, Greece, Cyprus, Spain, Japan, Turkey, Poland, Algeria, Rumania, Mexico, Thailand, Austria, Tunisia, Chile and Peru. As a corollary to the championships, the master chefs present will give

demonstrations of their artistic skill.And there’s more. Also taking place in the Arena Dolce promoted by FIPE - the Italian Retail Business Federation, Master Gelato chefs will be taking part in a dense program, with a pace worthy of television, to demonstrate the myriad ways in which chocolate can be used. They will also be trying to break the record of the Guinness Book of Records for the greatest number of tubs of ice cream with different chocolate-based flavors. Champion pastry chefs, on the other hand, will be tackling the Milanese cake par excellence, the Panettone, partly as a tribute to Expo, reflecting the Universal Exposition’s aims to spread information about typical, unique types of local food on an international scale.

The training sessions realized with CPC – the Coffee Promotion Consortium and UCIMAC--the sector of ASSOFOODTEC representing Italian manufacturers of espresso coffee machines and equipment for bars--promise to be particularly innovative and original, like the expertise they aim to pass on. The multidisciplinary event will


be held in a special area called “Coffee District” and will involve top experts from the coffee world, research institutes and international organizations.

The aim is to disseminate and promote the culture of coffee, with an in-depth look at subjects of the utmost importance, such as national and international market trends and the future scenario, with a particular focus on coffee capsules and pods, and to present the data resulting from a survey conducted by Astra Ricerche about the relationship between coffee and well-being.

At the challenge entitled “What it Takes to Be Great - WBC All-Stars”, organized in partnership with World Coffee Events, top international baristas will be conducting spectacular hands-on training. Meanwhile, expertise is at the center of the meetings arranged by the Speciality Coffee Association of Europe, ending with “Enjoy the Table”, the event that brings coffee culture to the table, curated by ALTOGA - the Association of Lombardy coffee roasters, coffee importers and wholesale food retailers, and ART - the Association of Arts of the Table and Gifts. The excellence of coffee will be the star of the “Barista Bonanza”, an initiative organized by SCAE – the Speciality Coffee Association Europe, with a dynamic Coffee Stage where the public can interact with top baristas and experts. Food and beverage managers will be the focus of the events staged in a lounge dedicated specially to them by the trade association AIFBM, the Italian Food & Beverage Manager Association and the Locali Top magazine, while Mixer Educational, promoted by Mixer, with the collaboration of Planet One, will be proposing new ways of interpreting mixability.

Overall, the sectors represented in the macro-areas constitute an important slice of the HO.RE.CA. sector, including many Italian firms at the top. In the Espresso Coffee machine segment, in 2014, ANIMA-Assofoodtec has calculated a turnover of 394 million euro (+2.3% over 2013) which, in 2015, will almost reach the record figure of 400 (398 million) thanks to a further rise of +1%. Exports are performing even better, having increased last year by +3.3% compared to 2013 to 284 million (72%

of the total), a percentage which the sector is likely to maintain this year, reaching 286 million, with another increase of +0.7%. With imports equal to only 17.9 million euro, in 2014, the segment also broke a record in the balance of trade, a positive figure of 386 million euro. The markets which improved most include Taiwan (+101%), China (+51%), South Korea (+44%) and Thailand (+34%), but more traditional markets such as Austria (+22%), the U.S.A. (+21%) and the U.K. (+20%) also reported significant increases.

In the Machinery for Ice cream sector, in 2014, ANIMA-Assofoodtec reported a turnover of 318 million euro, +2.6% over 2013, and, for 2015, has estimated further growth of +0.9% to 321 million euro. Last year exports accounted for 73% (233 million euro) of business volumes whereas, for the current year, exports are expected to rise to 74% (239 million), approximately three quarters of the total.

The segment of plant for the Confectionery Industry ended 2014 with an overall turnover of more than 120 million euro (121.5) deriving almost entirely from exports (94%, equal to 114.5 million euro). These figures are expected to be confirmed this year, with an even higher contribution from exports (95%). Some of the most eager markets to buy Italian

machines are China (+149%), Japan (+104%), South Africa (+93%) but also traditional markets such as Canada (+99%), Spain (+42%) and Germany (+34%).

Italy is still an important supplier of ingredients: the turnover of the Italian coffee industry is estimated by the CIC – the Italian Coffee Committee, to be 3.1 billion euro, with more than 700 coffee roasting companies providing employment for 7,000 workers. Italy is the third-largest exporter of roasted coffee in Europe. 70% of its markets are outside Europe, especially the U.S.A., Russia and Australia, but more recently, also the Gulf States and China. Portioned coffee (capsules and pods) accounts for almost one third of the total (982 million) and has grown by +5.3% in Italy and by +17.6% on foreign markets.

Craft gelato is also performing well: according to data published by AIIPA – the Italian Association of Food Product Industries, 29 thousand ice-cream parlors have their own gelato workshop (excluding retailers who merely sell ice cream), a European record, whereas, outside Italy, there are 20 thousand Italian craft ice cream workshops. Ice cream consumption in Italy exceeds 360 thousand tons a year, that is, about 6 kg per person.

For further information about Host: www.host.fieramilano.it, @HostMilano, #Host2015.


The American Hotel & Lodging Educational Institute (AHLEI) has added training and certification for Kitchen Cook to its START and quickSTART for Individual Positions, which provides flexible

training and certification modules in multiple formats to meet the needs of schools, workforce agencies, and properties.

START for Individual Positions and quickSTART for Individual Positions provide resources for training new or prospective employees in general hospitality knowledge, soft skills, and position-specific knowledge, combined with the opportunity to earn professional certification. In addition to the Kitchen Cook module, training and certification is available for the following positions: front desk representative, guestroom attendant, restaurant server, and maintenance employee.

AHLEI Adds Kitchen Cook Training and Certification to START Program

Position-specific knowledge for Kitchen Cook includes safety guidelines; sanitation rules; culinary terms; standard recipe development; plate presentation; and how to handle special requests, substitutions, and complaints from guests.

All of the programs are available in print and online versions, with an instructor’s guide and participant study guide, as well as access to the certification exam. The main difference between the START and quickSTART programs is that, for START, job breakdowns are taught in a classroom setting, while for quickSTART, those tasks are taught on the job and validated by a supervisor or trainer. Each of the programs is available in English, Spanish, or Simplified Chinese.

For more information, visit www.ahlei.org


Catering equipment manufacturers make huge investments in product development to ensure their equipment to be both greener and more efficient,

but when it comes to pot washing equipment, efforts are often futile and what looks good on paper may have little to no effect in reality. GRANULDISK provides a modern way of pot-washing – hygienically clean by using the mechanical cleaning power of the Granules together with high-pressure water, so efficient that the pre-washing process is no longer needed.

- As the complete cleaning process is concentrated in the machine, there’s no need for pre-washing or soaking

WAREWASHING – TIME IS MONEY! Time is money and catering operators depend on having their pots and pans washed quickly to prevent everything grinding to a halt. If this was to happen the customer would start complaining in the dining room. Plus, this would jeopardise their food hygiene standards.

of the pans. Kitchens get more done in less time, using less water, fewer chemicals and less hard work than any other pot washing method offers, says Cecilia Carlsten, Product Manager at GRANULDISK.

What the industry doesn’t seem to realize is that sinks are an actual part of pot washing, but the fact is that the full pot washing process traditionally consists of two steps, of which one is pre-washing in sinks. First step is preparation of some sort - often involving pre-soaking and scrubbing in sinks – and secondly putting the pans through a ware washer for a hygienically clean end result. Consider what you would do yourself; you wouldn’t put a lasagna dish into the dishwasher without soaking and scrubbing it first, would you?

- The capacity is extremely high with our Granule pot washing systems – with an hourly capacity of up to 180-200 GN1/1. But a fast return of utensils to the kitchen is not enough for GRANULDISK, it has to go hand in hand with a secured top hygienic wash result, Cecilia Carlsten continues. GRANULDISK delivers clean pots & pans keeping to a surface temperature of 72°C at

the end of the wash cycle which complies with the NSF/ANSI-3 hygiene standard.

Granule optimized washing technology has revolutionized pot washing for commercial kitchens worldwide by offering a more sustainable, economic and slim solution to one of the most wasteful areas of the kitchen, the washing up area.

GRANULDISK pot washing machines use PowerGranules, water and a small amount of detergent to mechanically scrub pots and pans clean. The blasting power combined with high temperatures washes hygienically clean in a matter of minutes, using up to 90 % less water, energy and chemicals than any other pot washing methods. A smart, sustainable and economic solution – eliminating pre-washing. GRANULDISK pot washing machines are a Swedish innovation which have been on the international market for nearly 30 years. The Sandberg family has been investing since the start.

For more information:Cecilia CARLSTENProduct ManagerTel. +46 70 671 50 [email protected]


PIONEERING LADY OF THAI HOSPITALITY

When Thanpuying Chanut Piyaoui returned from the USA in 1946, she was determined to build a hotel. But that was only the beginning of her non-stop mission to promote the charm of Thai hospitality to the world.

Last year, at 92 years of age, Thailand’s legendary hotelier Thanpuying Chanut Piyaoui celebrates 60 momentous years in the business and the 36th anniversary of her flagship property, Dusit Thani Bangkok.

Her life’s work began with the building of Bangkok’s first modern hotel with a swimming pool, the Princess on New Road in 1949. In time, she progressed to five-star properties in Bangkok and major tourism destinations in Thailand and overseas, and branched out into hotel and culinary education

with the Dusit Thani College in 1993, and a joint venture with Le Cordon Bleu in 2005.

When the spa movement became part of the traveller’s lifestyle, she introduced Devarana Spa, the “garden in heaven”, to her hotels and resorts here and abroad providing the well-known traditional Thai massage, treatments and therapies in luxurious Thai-inspired surroundings.

But when Thanpuying Chanut was young, in the uncertain days following World War II, life did not offer a glittering rainbow of opportunities for ambitious young Thai women. Respectable career options were few, and marriage was regarded as the most desirable. Although there were resourceful businesswomen at all levels of society, it was a society ruled by men who in turn were largely ruled by tradition.

Chanut Piyaoui’s family had sent her to the USA in the hope of broadening her horizons. Their success exceeded everyone’s expectations, because in that time, Chanut seized on an idea that was to become a guiding light throughout her lifetime.

“Travelling around the United States before I came home, I discovered something that struck a chord with me,” she recalled. “It was the American hotel culture. I loved staying in hotels. They were so efficient, clean and comfortable, and so friendly. I began to think, wouldn’t it be a good idea to have something like this at home? And

from there I went to: why shouldn’t I be the one to build it?

“I wanted a hotel that would be like the ones I’d admired in the USA, but it would have to be a hotel that would be specifically Thai,” she said. “It would be a place where visitors from abroad would experience a truly Thai welcome in a Thai environment, but with modern amenities in the heart of Bangkok.”

A newcomer to the hotel industry -- although a hotel industry as we know it today scarcely existed -- the young Chanut seemed to be pursuing an impossible dream. But it was no dream to her: it was a clear-sighted ambition to bring Thailand and its culture of hospitality to the world through her own commercial initiative.

“Happily, my family believed in me and they advanced me the loan that helped me find my way,” she said.

The building of the new hotel took three years. It was on New Road, the most important thoroughfare in the city [of Bangkok] since the 1850s when the new foreign legations and trading houses had been built near Chao Phraya River.

“I called the hotel the Princess, and Her Royal Highness Princess Galyani Vadhana [older sister to His Majesty the King] graciously consented to preside over its ceremonial opening in 1949,” said Thanpuying Chanut. This was to become an honoured custom, with Her Royal Highness presiding at most of her hotels that were to come.

T H E | C O V E R | S T O R Y


By 1958, the sky had overtaken the ocean as the preferred option for holiday travel. Chanut was well aware of this and its implications for Thailand. “Pan America Airlines was operating regular flights to Bangkok at this time,” she said. “It had chosen the Princess as accommodation for its flight crews, so they were among our regular guests.”

Through her relationship with Pan Am, she was invited to take part in a promotional tour of some of the major hotels of the world. This provided the inspiration for the next stage in a career that had begun to take on the nature of a calling, and in her plans to make Bangkok an important international tourist destination.

“In Tokyo, I stayed at the Okura Hotel,” she recalled. “It was a five-star property with the highest international standards, and yet it reflected Japanese culture and hospitality. I could see immediately that this was what we must have in Bangkok, a Thai hotel that was not an international brand, but would achieve international standards with a Thai identity.”

By this time the term “the jet set” had passed into everyday speech, and there were more carriers, more passengers and more opportunities for travel to what had previously been faraway places. International hotel chains would soon be eyeing Thailand as a desirable destination.

“But,” declared Thanpuying Chanut, “I wanted us to have a five-star hotel whose roots were truly Thai.”

This would be a far more ambitious undertaking than her first venture. To be economically viable, a luxury hotel must be big or it could not survive, and Chanut knew that she would need expert assistance to make it work. In Japan, she had made the acquaintance of Mr Yozo Shibata, and his company gave her invaluable help through every stage of the building process.

“To this day I am grateful to Mr Shibata,” she said. “He knew what the hotel meant to me and believed in my ability to make it happen.”

The new hotel was built on a land near Lumphini Park, and at the outer edge of the park stood the statue of King Vajiravudh (Rama VI) that could clearly be seen from the site. King Vajiravudh was an accomplished author, and in 1918 he had devised a utopian concept that he called, Dusit Thani, meaning “Town in Heaven”, a model city for democratic society whose people would live in freedom and happiness.

“I was inspired by the thinking of King Vajiravudh, and also his international outlook,” said

Thanpuying Chanut. “I wanted guests at the hotel to have the experience of a ‘town in heaven’ in Thai surroundings with Thai hospitality and service.”

The Dusit Thani, Bangkok, the 510-room hotel with its distinctive tower was ceremonially opened on February 27, 1970. “For several years it was the tallest building in Bangkok,” said Thanpuying. “From here we could look clear across the city. But this was to be the way of the future, and soon, other taller buildings would rise up on the Bangkok skyline.”

The future became the present at a much faster rate in the next decade, and Thanpuying Chanut was quick to respond to changes in the tourism and hospitality world and their potential impact on the country.

In 1983, it was recorded that Thailand’s tourism industry has overtaken rice export as the leading source of foreign income. It was time to look beyond Bangkok, and 1985 saw the opening of her property outside Bangkok -- the Dusit Inn Chiang Mai (later renamed Royal Princess, Chiang Mai). It was followed later by the Dusit Laguna Resort, Phuket, then the Dusit Resort, Pattaya, and the Dusit Resort and Polo Club in Cha-am/Hua Hin (later renamed the Dusit Resort, Hua Hin).

All these properties, and all those that were to come, expressed the “Dusit Thai Way of Life” philosophy that she had pioneered; and the 1990s was the decade in which she entered the international arena as the first Thai hotel group to manage properties abroad. It began with a joint venture in the USA, then properties in Indonesia and the Philippines.

“We made a big step in the new millennium with the opening of the Dusit Dubai that brought a


distinctive touch of Thailand to the important Middle East market,” she said. “Most of the staff were recruited from Thailand to ensure a smooth transfer of Thai hospitality.”

But before that, there was an even more prestigious event in her life and a singular honour which is such a source of pride to her. On the 53rd anniversary of Coronation Day, May 5th, 2000, His Majesty King Bhumibol Adulyadej conferred on this pioneer of Thai tourism and hospitality the highest of royal decorations, Knight Grand Commander (Second Class, Higher Grade) of the Most Illustrious Order of Chula Chom, and with it the right to bear the most esteemed title of “Thanpuying.”

“If Thailand was to be among the world’s leaders in hotel and hospitality industry, the education and training of staff would be of the highest important,” said Thanpuying. “To carry on our progress in this direction, we founded the Dusit Thani College.

“Subsequently, it was recognised by the Ministry of Education as the first learning institution at university level to offer hospitality education and training in Southeast Asia, offering bachelor’s degrees in Hotel, Kitchen, and Travel Industry Management. Last year, we continued the process by entering a joint venture with the world’s leading hotel and culinary education institution, Le Cordon Bleu.” Also in that millennium year, a Sanskrit word meaning the “garden in heaven” was to become part of her “heavenly city” when Thanpuying Chanut introduced Devarana Spa to her hotels and resorts.

“Our tradition of holistic healing is another aspect of the Thai way of life that I wanted to give to the world,

and it coincided with the growing importance of the modern spa movement around the world,” she said.

“Thailand has the finest ingredients -- massage techniques handed down for centuries, abundant natural products, and caring qualified therapists. All are presented in harmonious, traditional Thai surroundings, and it is not surprising that Thailand has become recognised as the world source of holistic health, wellness and beauty therapies.”

Her “Thai way of life” mission continued with the understanding that an important part of healthy lifestyle is a balanced diet, and the Thai cuisine is acknowledged to be one of the healthiest.

“Thai food is already well known worldwide, and it is an essential part of the Thai culture that I have always wanted the world to appreciate and enjoy,” said Thanpuying Chanut.

“Over the years, we have promoted Thai food through the Thai restaurants in our hotels and resorts, and have regularly sent our Thai chefs to take part in many Thai food festivals and promotions abroad.

“What we have not done so far is produce a good cookbook -- one which can convey my ‘Thai way of life’ philosophy through the recipes of our Thai chefs, and would also explain to readers the traditions and techniques of Thai cooking, as well as the influence of the different regions of the country on today’s Thai cuisine.”

Launched recently was Thanpuying Chanut’s latest project, the handsomely coffee table book entitled Thai Way of Life, The Dusit Cookbook, a further expression of her “Thai Way of Life” philosophy.

“I read in a magazine once that I was ‘an icon of the Thai hospitality industry,’” said Thanpuying. “I don’t know about that. I just think I’ve been lucky to have found the opportunity to make my contribution to this country that I love, and its hospitality industry, for 60 years.”


Unwind in a modern guest room with carefully considered amenities for work and relaxation. Upgrade to an executive room or suite for access to the exclusive executive lounge. With a sophisticated Meetings Floor and a spacious ballroom, Hilton Sukhumvit Bangkok is the perfect venue for important business meetings and glamorous celebrations. Let our professional team members help plan the details, ensuring a truly unforgettable event.

Take a dip in the rooftop infinity pool boasting breathtaking Bangkok

The lobby is designed to convey a gallery theme and gives you a feeling of warmth with tone of white, gray plus a wooden finish. This is where our residents, Jay and Daisy first met!

Experience the vibrant heart of Bangkok at the Hilton Sukhumvit Bangkok hotel. Ideally located on fashionable Sukhumvit Road, the hotel is surrounded by fantastic dining and entertainment opportunities. The Phrom Pong BTS Skytrain station is only 500 meters away, offering easy access around the city. This Bangkok hotel is minutes from the CBD, the Expressway and the airport.

views and maintain your exercise regime in the modern 24-hour fitness center, featuring the latest cardiovascular and strength training equipment.

Choose from a tempting selection of small dishes at Mondo restaurant or enjoy a classic scotch-based cocktail in the Whisky Bar. Featuring a delicious buffet-style breakfast and Asian and Italian specialties prepared using the freshest ingredients, Scalini restaurant is perfect for stylish dining in a vibrant atmosphere. Watch the chefs at work in the open kitchen and admire the extensive

Experience the ultimate Luxury!


Manage business affairs in one of our three state-of-the-art venues spanning 52 – 65m2 each and featuring urban designs inspired by a New York City penthouse.

Start your day with a complimentary breakfast at this stylish lounge, or chill out with a drink as the sun sets. With free Wi-Fi and office support, you can rest assured that all your business needs are catered for.

food and wine displays.

TRIPADVISOR CERTIFICATE OF EXCELLENCEHilton Sukhumvit, Bangkok hotel has received the 2015 TripAdvisor Certificate of Excellence Award. This honor is awarded to establishments that achieve outstanding traveler reviews on TripAdvisor, the world’s largest travel site. Our staff takes great pride in consistently offering an exceptional experience to our guests.

AMENITIES AND SERVICESWhether conducting business, keeping up with a fitness routine or looking to spend quality time with your family, our Hilton hotel is here to make the most of your stay by offering the services you need, the amenities you expect, and the extras you deserve.

FOR YOUR BUSINESS CONVENIENCE• Audio/Visual Equipment Rental• Business Center • Complimentary Printing Service • Fax • Meeting Rooms • Photo Copying Service • Printer • Secretarial Service

FOR YOUR FAMILY’S COMFORT AND CONVENIENCE• Babysitting Service •Children’s Menu • Cribs

FOR YOUR COMFORT AND CONVENIENCE• Baggage Storage • Bar Area • Concierge Desk • Electric Service • Elevators• Foreign Currency Exchange • Guest Activity/Recreation Desk • Laundry/Valet Service • Local Area Transportation • Lounge • Luggage Hold • Multi-Lingual Staff • Room Service • Safety Deposit Box

FOR YOUR FITNESS AND RECREATION CONVENIENCE• Fitness Room • Pool

FOR YOUR ACCESSIBILITY NEEDSThe Following Features Are Available:

• Accessible • Accessible Rooms • Accessible business center • Accessible concierge desk • Accessible elevators • Accessible guest rooms with mobility features with entry or passage doors that provide 32” of clear width • Accessible hotel restaurant • Accessible meeting rooms • Accessible parking • Accessible public entrance • Accessible route from the accessible public entrance to the accessible guestrooms • Accessible route from the accessible public entrance to the registration area • Accessible route from the hotel’s accessible entrance to the meeting room/ballroom area • Accessible route

from the hotel’s accessible public entrance to at least one restaurant • Accessible route from the hotel’s accessible public entrance to the business center • Accessible route from the hotel’s accessible public entrance to the exercise facilities • Accessible route from the hotel’s accessible public entrance to the swimming pool • Alarms - Audible • Alarms - Visual Strobe • Bathroom doors at least 32 inches wide • Bedroom doors at least 32 inches wide (812mm) • Digital alarm clock available with sound and strobe light • Doorbell w/ Audio/Strobe alert • Emergency Call Button on Phone • Hotel complies with ADA Guidelines • Induction Loop System available in the meeting rooms • Level or ramp entrance into the building • Lower or Adjustable Closet Rod • Lowered bed • Lowered buttons in elevators • Lowered emergency evacuation instructions • Lowered light switches • Lowered peep hole in door • Lowered shelf storage • Room Accessible by Request • Rooms accessible to wheelchairs (no steps) • Valet only parking • Van-accessible parking in the self-parking facility • Visual alarm for hearing impaired • Visual alarms for hearing impaired in hallways • Visual alarms for hearing impaired in public areas • Wheelchair ramp for lobby/reception access

The Following Features Are Not Available:• Accessible exercise facility • Accessible parking spaces for cars in the self-parking facility • Accessible registration desk • Accessible route from the hotel’s accessible public entrance to the spa • Accessible swimming pool• Accessible transportation with advance notice • Assistive listening devices for meetings upon request • Closed captioning on televisions or closed captioning decoders • TTY for guest use

Scalini offers fine Italian-American cuisine from the 1920s period. The restaurant features live kitchen blocks with a pizza oven, unique seating designs, and floor to ceiling wine towers.


Orlando reclaimed the top spot on the 2015 list, a position the city last held in 2013. Las Vegas climbed one spot on the ranking compared to last year, while Chicago dropped two places from

number one in 2014 to round out the top three.

The top 10 cities for 2015 are:

• Orlando, FL • Las Vegas, NV • Chicago, IL • San Diego, CA • Atlanta, GA • Washington, D.C. • New York, NY • Dallas, TX • Nashville, TN • Phoenix, AZ (For all 50 cities, please visit: www.cvent.com)

“Competition for meetings and conventions business continues to be very heated between destinations that are eager to attract events to boost their local economies,” said Bharet Malhotra, senior vice president of sales for the Cvent Supplier Network. “This year we witnessed several cities vying for a position in the top 50 list, with significant movement within the ranks. One of the interesting trends this year has been the rise of smaller cities moving ahead of and even displacing destinations that are near large metro areas but not downtown.”

Smaller cities have been actively investing in and expanding their infrastructure and attractions, and benefiting from property renovations in their markets. Many of these locations are winning significant new business by serving as interesting regional alternatives to major destinations. Additionally, many smaller cities are on planners’ rotations designed to vary destinations from one year to the next, and many of these events have been growing, bringing more attendees and budget.

Several smaller cities have emerged on the 2015 list such as Pittsburgh, PA; Jacksonville, FL; Tucson, AZ and Charleston, SC, which displaced Carlsbad, CA; Newport Beach, CA; Chandler, AZ and Alexandria, VA in the Top 50. Within the list, cities including Austin, TX; Charlotte, NC and Tampa, FL climbed to higher positions, while markets near major cities like Fort Worth, TX and Coronado, CA slipped in the ranking.

Cvent Reveals

Top 50 Meeting Destinations in the United States for 2015Cvent, Inc. (NYSE: CVT), a leading cloud-based enterprise event management platform, today revealed its annual list of the top 50 cities for meetings and events in the United States according to meeting and event booking activity through the Cvent Supplier Network. Cvent sourced more than $8 billion in meetings and events through its marketplace in 2014.

Cvent evaluated more than 5,000 U.S. cities featured on the Cvent Supplier Network to compile the fourth annual list. Activity was tracked from July 2014 to June 2015 and the ranking was then determined by a set of qualifying criteria consisting of:

• Unique Request For Proposals Received• Total Room Nights•Awarded Request For Proposals•Awarded Room Nights• Percentage of Qualified Meeting • Venues• Number of Profile Views

Featuring more than 235,000 hotels, resorts and special event venues, the Cvent Supplier Network is one of the world’s largest and most accurate databases of detailed venue information. It contains listings of hotels and other venues in more than 175 countries that can be searched and filtered based on approximately 200 characteristics and data fields. The Cvent Supplier Network is part of the Cvent Hospitality Cloud which provides hotels, CVBs, and other event venue owners a combination of event management software and marketing solutions to more effectively generate qualified demand for meetings and events, manage that demand more efficiently, and measure group business performance.

About CventCvent, Inc.(NYSE: CVT) is a leading cloud-based enterprise event management platform, with more than 14,000 customers worldwide. Cvent offers software solutions to event planners for online event registration, venue selection, event management, mobile apps for events, e-mail marketing and web surveys. Cvent provides hoteliers with an integrated platform, enabling properties to increase group business demand through targeted advertising and improve conversion through proprietary demand management and business intelligence solutions. Cvent solutions optimize the entire event management value chain and have enabled clients around the world to manage hundreds of thousands of meetings and events. For more information, please visit www.cvent.com, or connect with us on Facebook, Twitter or LinkedIn.


Hotels need to provide a gifting platform for products and servicesOne of the facilities that customers want today is to be able to share an experience that they enjoyed with their loved ones – and it’s especially true for hotel guests. For example, if someone enjoyed a spa session in a hotel, they might want their loved ones to experience the same and they want to be able to gift it to them somehow.

websites link to the hotel’s main website and are branded to look like the hotel’s website, so customers feel they are buying directly from the hotel which gives them confidence about the services they are buying.

Customers can choose from a customised range of products, the content for which is managed by the hotel. Customers pay securely online or using cash/cheque in case they are buying from the hotel premises with money going to hotel’s bank and/or PayPal account. Customers send the gift vouchers to themselves or their loved ones via email, via a variety of postage and packaging options, or they can collect it from the hotel itself. These systems also take care of the redemption side when the recipient brings their vouchers in.

What an advantage for the hotel – it’s an online system that lets people buy gift vouchers for their loved ones and even for themselves – plus it puts money straight to the hotel’s bank account upfront! The system gives the hotel more customers, more sales and builds brand awareness. Customers who come to the hotel to redeem their gift vouchers also end up spending more on food and drinks etc. and if they like their experience, they will most likely buy the same experience for someone else. Furthermore, 5-10% of these vouchers are never redeemed, which means free money for the hotel.

For a small amount of money for these fully managed gift voucher systems, hotels can open a new revenue stream without actually adding any new services.

If all of the above makes good sense, one thing to bear in mind is not just ticking the box by getting any gift voucher system, but getting the best system in the market that will last for a while. Having a system that allows

transactions to simply go through the website isn’t enough. If you are familiar with the terms ‘user experience’ and ‘predictive data analytics’, then it’s not very hard to understand that if you want to be ahead in the game, you need to provide your customers with a flawless user experience and also use the power of machine learning and rich analytics to see patterns like what are people buying. A systems is needed that will clarify what products are selling and what are not. Also, considering that more people today like to shop on their mobile phones and tablets, the voucher system should look good on all devices so that the hotel doesn’t lose out on sales when mobile devices are being used.

For example, the prestigious Celtic Manor Resort’ in Wales (which was the host to the NATO Summit 2014) uses a gift voucher system. It produced more than £1.4 million worth of gift voucher sales in 2014. They have a huge range of products and services, a good voucher system (and most likely superheroes in their marketing team), but it definitely shows the impact of gift vouchers can have to sales revenue.

The Celtic Manor’s gift experience website powered by Enjovia. View it by going to Celtic Manor Resort’s website and clicking on Gift Experiences.

A gift experience is typically any experience or service that a hotel provides and which one can gift to someone or buy for themselves in form of a voucher. It can be an overnight stay, a meal in a restaurant, an afternoon tea, a spa treatment, a round of golf or a combo package.

No matter how big or small a hotel is, a gift voucher service fills a need for the hotel’s customers. For the hotel itself, it can drive sales and increase revenue by just offering the property’s existing products and services as gifts.

With an emerging demand for gift vouchers, companies like Enjovia have started providing specialised online systems that enable hotels to retail and manage their gift voucher module. These gift voucher


Growing Concepts of Multi Unit Operators

Concepts that have grown by at least 5% (if less than 50 units).

Reno, NV-based PORT OF SUBS (founded 1972) has increased by 3 units, from 136 to 139 (2% growth) and entered into WY. This quick serve sandwich shop is open for breakfast, lunch and dinner, with a $4-$12+ per person price range. Average unit seats about 40. Catering and online ordering options are available. Stores are franchised and trade in AZ, CA, ID, NV, OR, UT, WA and WY.

Riverside, CA-based FARMER BOYS (founded 1981) has increased by 20 units, from 64 to 84 (31% growth). The restaurants are farmily/casual, serving American cuisine. Per person check average is $6-$15+, open for breakfast, lunch and dinner. The restaurants have seating for about 150. Locations are franchised and trade in CA and NV.

Portland, OR-based KILLER BURGER (founded 2010) has increased by 1 unit, from 5 to 6 (20% growth). The concept is fast casual, open for lunch and dinner, with a $6-$15+ per person price range. Locations seat about 60 and serve beer and wine. Units are in OR and WA.

Portland, OR-based PIZZICATO GOURMET PIZZA (founded 1989) has opened another unit for the Lovejoy Bakers concept, from 1 to 2 (100% concept growth). Other concepts are Pizzicato (16) and Sorellina (1). The restaurants are family/casual, serving pizza and Italian cuisine. Per person check average is $8-$20+, serving beer and wine. Average unit seats about 80. Catering

and delivery are available. Trading areas are CA and OR. Between 30% and 40% of the restaurants are franchised.

Emerging and Re-emerging Concepts

Concepts with 20 units or less who grew by at least 2 units.

Texas-based WING DADDY’S SAUCE HOUSE (founded 2008) has increased by 7 units, from 9 to 16 (78% growth). The restaurants are family/casual, specilizing in chicken entrees. Per person check average is $10-$30+, with full bar and seating for about 100. Catering is available. All the restaurants are located in TX.

Tampa, FL-based SQUARE 1 BURGERS & BAR (founded 2006) has increased by 3 units, from 6 to 9 (50% growth). This family/casual burger concept is open for lunch and dinner, with a $10-$30+ per person check average. The restaurants have full bar and seating for around 150. Catering and private party services are available. All the restaurants are located in FL.

Repeat Growers

Concepts previously written about in the past 18 months.

Plano, TX-based MOOYAH BURGERS & FRIES (founded 2005) has increased by 19 units for the Mooyah Burgers concept, from 63 to 82 (30% concept growth) and entered into BC, CO, IN, LA, NC, UT, Bahrain, Kuwait, Mexico, Saudi Arabia and the UAE. The company also increased by 3 units for the Ojos Locos Sports Cantina concept,

from 5 to 8 (60% concept growth) and entered into NM. Overall company increase was from 68 to 90 (32% company growth). Mooyah is a fast casual burger concept, open for lunch and dinner, with a $4-$12+ per person price range. Average seating is for about 60. Ojos Locos is a family/casual sports bar, with an $8-20+ per person check average. Average seating is for about 200. Catering and private party services are available. The company’s restaurants trade in AL, AR, BC, CA, CO, CT, IL, IN, KS, LA, MT, NC, NJ, NM, OH, TN, TX, UT, VA, WI and the Middle East. We last featured this company on 6/24/14 (13% growth).

Irvine, CA-based HABIT BURGER GRILL (founded 1969) has increased by 19 units, from 113 to 132 (17% growth) and entered into FL and NV. The restaurants are fast casual, open for lunch and dinner, with a $4-$12+ per person price range. Units seat about 40 and offer online ordering. Trading areas are AZ, CA, FL, NJ, NV and UT. Franchise opportunities are now available. We wrote about this concept on 3/4/14 (34% growth) and on 12/2/14 (20% growth).

Orlando, FL-based MILLER’S ALE HOUSE (founded 1988) has increased by 4 units, from 67 to 71 (6% growth). The restaurants are family/casual, open for lunch and dinner, with an $8-$20+ per person check average. Locations have full bar and seating for about 300. Catering is available. Trading areas are FL, GA, IL, MA, MD, NJ, NV, NY, OH and PA. We last featured this concept on 3/4/14 (6% growth).

Restaurant Trends - Growing And Emerging Concepts - Change and Activity

Update from Restaurantchains.net on growing and emerging restaurant concepts


The article outlines the performance and outlook of the tourism and hotel industry in Malaysia. Given the strength of the market fundamentals and investment in tourism infrastructure, there’s still

potential for future growth.The Federation of Malaysia, located in Southeast Asia, comprises of Peninsular Malaysia and East Malaysia (on the island of Borneo), separated by the South China Sea. Malaysia covers an area of 329,758 square kilometres with 2,669 kilometres of land boundary and 4,675 kilometres of coastline.

Tourism is the second largest foreign exchange generator in Malaysia after the manufacturing sector, accounting for 5.7% of direct and 14.9% of indirect contribution to the Gross Domestic Product (GDP) in 2014. Total contribution (both direct and indirect) to GDP is expected to grow by 4.5% per annum to Malaysian ringgit (MYR) 262.2 billion by 2025.

Malaysia was ranked the third top travel destination in Asia and the Pacific region, after China and Hong Kong, by the UNWTO World Tourism Ranking for the year 2014. Besides being an active business and meetings, incentives, conferences, and exhibitions (MICE) destination, Malaysia also depends on its diversified cultural/natural heritage sites and entertainment infrastructure to attract a considerable leisure market.

Malaysia’s economy showed a positive growth and posted GDP growth rates averaging 5.7% during 2010-

13. In 2014, it achieved a 6.0% real GDP growth, reaching MYR1,106.6 billion. The GDP growth for 2015 is projected to slow down to 4.7% amidst a difficult environment for the global markets. The ringgit depreciated to a

HVS Market Report Malaysia - Finding the Silver Lining By Eva Shen

17-year low against the US dollar. Nonetheless, based on robust economic growth and diversified investments from previous years, the economy fundamentals in the country can be considered sound.

The following events may have significant impacts on the prospects of the market in the short and long run:

• The drop in global crude oil price impacted Malaysia as an exporter of gas and oil products. It is estimated that the petroleum income tax and oil sector accounted for 21.2% of government direct tax revenue, which reflects 12.5% of total federal government revenue in 2014.

• The political uncertainty caused by corruption scandals, such as the case involving Malaysian state fund 1Malaysia Development Berhad (1MDB), which is still under investigation, may lead to civil unrest and potential delays in government projects.

• There is a general slowdown in the major regional economies, such as China, which is the largest trading partner of Malaysia. The moderation seen in these economies would impact the growth rate of Malaysia economy.

• According to the Economic Transformation Program (ETP), which aims to elevate Malaysia to developed-nation status by 2020, the government lists Tourism as one of the National Key Economic Areas for development. In particular, one of the Entry Point Projects targets the improvement of the rate, mix and quality of hotels in Malaysia. This can be achieved by increasing the number of 4-star and 5-star hotels in Malaysia, which is in line with Malaysia’s focus on targeting high-yield tourists.

48 | September-October 2015 | Hotels & Culinary ASIA2

NEWS � EVENTS

NEWS � EVENTS

WEEKLY NUMBER

On September 26th , more

than 35.000 people visited

the “Fields of Ideas”. On

average between 15.000

and 16.000 people come to

see the German Pavilion

every day. People in-

terested, still have time to

visit the Expo in Milan until

October 31st.

Expo Football World Cup

The Expo world cup,

created and initiated by the

Expo staff members, un-

derlines the central idea of

this year’s universal exhi-

bition. People from around

the world come together

to create moments that

unite – as well as the mot-

to of the German Pavilion

“Be active!”. Altogether, 64

teams will take part in the

tournament. Apart from Ita-

ly, Argentina and Belgium,

teams from organizations

such as Save the Children,

will participate at the tour-

nament. Since the middle

of August, the teams have

been competing against

each other enriching the

Expo with a fair sports

event. In the group stage,

the team of the German

Pavilion faced Coca-Cola,

Qatar and Turkey.

35.000

Staff members of the French Pavilion together with the German

staff, forming the word “Compassion” at this year’s World Huma-

nitarian Day parade on the Decumanus.

HUMANITARIAN DAY PARADE BEE WHISPERER ERIKA MAYR

The World Humanitarian Day of the United Nations

took place on August 19th with the focus on huma-

nity. With the hashtag #ShareHumanity the Swiss

Pavilion invited all participating countries of the

Expo 2015 to join them in a parade. Together with

staff members of the French Pavilion the German

colleagues carried the letters of the word “Compas-

sion”. Other keywords carried long the Decumanus

were “Solidarity”, “Dignity” and “Commitment”.

Erika Mayr, thematic ambassador of the “Garden

of Ideas” of the German Pavilion, presented her

work as an urban beekeeper as well as the sweet

harvest of her effort: honey. On September 12th in

collaboration with Hesse’s regional association of

beekeepers, she showed what there is to know

about bees, honey and urban beekeeping. Berlin,

Germany’s biggest city and maybe even one of the

most popular capitals in Europe today, is buzzing. It

is the home of Erika Mayr’s bee colonies. The bee-

keeper produces honey on Berlin’s rooftops and

actively contributes to the protection of the bee’s

biodiversity in cities. In a quiz and a honey tasting,

the visitors had the chance to find out more about

the different bee colonies. For example how much

honeybees eat, what the differences are between

forest-, meadow- and urban honey, and how it is

possible to taste it.

The thematic ambassador and bee-keeper Erica Mayr, presenting her honey

The team of the German Pavilion “Fields of Ideas”- f.l.t.r.: Gaia, Paolo, Daniel, Andrea, Simone, Vincenzo, Till, Filippo, Redouan, Matteo (not in the picture: Chris and Santolo)

RE��


FIELDS OF CULTURES

FIELDS OF CULTURES

Upcoming Events

“Fields of Music“

From October 5th until the 10th: daily Bavarian brass- band music

October 13th: Elenka with thrilling electro sound in German lyrics.

October 17th: Gospel choir “Gospel & More”, perform spiritual gospel music, but also jazz, pop and funk music

October 18th: The Palast-

sirenen, play chansons from 100 years ago, newly ar-ranged and cheekily staged.

Every Saturday from 8 p.m. German Beats with DJ Thom-as Alisson and Guests

Every Saturday from 8 p.m.

German Beats with Dj Thom-as Alisson and Guests.

“Fields of Theatre“

October 5th - 11th: Eukitea Eukitea presents a piece for children and youngsters

“Fields of Dance “

From October 20th until the 21st: Hip Hop and party dancing, to join in

“Fields of Literature“

On October 12th Poetry Slam with Dalibor Markovic

Really tasty!

In the gourmet restaurant “Symphonie” the pumpkin specialist Sarah Hallmann, will cook her exclusive menu from the 20th until the 23rd of October.

More information about

events and insights of the

German Pavilion: https://

expo2015-germany.de/en/

pavilion/eventsLaith Al-Deen and his Band as the Highlight in August

Glasperlenspiel on stage of the German Pavilion

Not only did the temperatures reach record lev-

els but also the number of visitors on the Expo

site, in August. At the same time, the cultural pro-

gram of the German Pavilion offered something

special every day. The “Fields of Music” stood out

particularly in the month of August. Additionally

to the choir of the University of Cologne Collegi-

um Musicum the German Pavilion welcomed the

German pop singer Laith Al-Deen who present-

ed his new album “Was wenn alles gut geht”

(What if everything goes well) on stage. Various

performances took place on stage during Au-

gust, spreading from rhythmical acts such as the

“Double Drum” and “Larissa” to jazz music by the

Roman Rofalski Quartet and the Schultze Ehwald

Quintet.There are no words to describe the sound

of Bigband Dachau who redefine the word “Big

band” in a completely new way. They entertained

the Expo visitors with their unique performance

and thanks to a completely reinvented big band

sound. During the month of August, the “Fields

of Games” showed new games at the German

Pavilion in Milan. The Last Thinker: City of Colors

impressed the visitors with strong colors and

classical platform game elements. The company

Headup Games presented the word

game Typoman they developed for the Wii U.

During the “Fields of Theatre”, the ensemble

Theater Monteure from North Rhine-Westphalia

made a guest appearance with the piece: “Schwarz

auf Weiß” (black on white) on the stage of the Ger-

man Pavilion. For dance and literature enthusiast,

the “Fields of Dance” and “Fields of Literature”

also offered special events during the summer

months of course. On Tuesdays and Wednes-

days, dance teachers gave lessons to visitors of

the German Pavilion. Poetry slammer Lars Rup-

pelt, founder of the literature initiative Weckwort,

reminisced about poems he wrote, talking about

rabbits, eagles and children eating ice cream; he

showed the audience live how to be poets.Since

the very beginning, one of the main highlights

at the German Pavilion have been the German

Beats. Every Saturday, DJ Thomas Alisson plays

electronic music for excited visitors. In August and

September different guest DJs such as DJ Quicksil-

ver will be on stage. n the following month, the

German Pavilion looks especially forward to the

visit of the thematic ambassadors of the Pavilion.

Find all events here: https://expo2015-germany.

de/de/pavillon/veranstaltungen

THE CULTURAL PROGRAM OF THE GERMAN PAVILION Upcoming Events

P�E��W

4

Special events Federal States:

In occasion of the Federal State

days of Bavaria, an exhibiti-

on on Bavarian design (“Ba-

yern Design”) regarding the

subject of sustainable design

FEDERAL STATE DAYS

FEDERAL STATES OF GERMANY

FEDERAL STATE DAYS

The second half of the Expo looks promising: the

cultural program of the German Pavilion will be

enriched thanks to the presence of the Federal

States. During the Federal State day’s, Expo visi-

tors will have the possibility to see concerts, exhi-

bitions, star-chefs with exclusive menus in the

gourmet restaurant “Symphonie”- a vast, intere-

sting and thrilling program, which will be accom-

panied by guests from politics and science.

The German Pavilion looks forward to the Federal

State Days of Thuringia (31/08- 06/09), Hesse

(07/09- 13/09), North Rhine-Westphalia (24/09-

26/09) and Bavaria (05/10- 11/10).

THURINGIA

With a diverse cultural and musical program, an

art station on the Bauhaus in Weimar, as well as

its high-leveled cuisine, the free state of Thuringia

presented itself at the Expo in Milan from August

31st until September 6th. Minister president Bodo

Ramelow together with the Minister of Economy

and Science Wolfgang Tiefensee visited the Expo

on September 7th. Furthermore, 37 artists repre-

sented Thuringia at the Expo, for example: Martin

Kohlstedt, Lidenbrock, Korgy & Bass, the Weimar

cello ensemble, the Playforts, Tonalrausch, the

Duo Juxart, Jochen the elephant and the fashion

theatre Gnadenlos Schick. The main theme of the

Thuringian presentation was Bauhaus. Under the

motto ”Das Bauhaus. Aus Thüringen” (Bauhaus is

from Thuringia) furniture and dishes at the restau-

rants were in Bauhaus style..

HESSE

TThe state of Hesse presented itself at the Pavili-

on from September 7th until the 13th. The Hesse

week started with the “Frankfurt Day” and the vi-

sit of City Councilor Markus Frank. The Head of the

Hesse State Chancellery and Secretary of State

Axel Wintermeyer came for a visit at the German

Pavilion from the 10th to 11th of September. The

programme included artists such as pop musician

Fabrizio Levita and his band. The jazz trio “Con-

trast Trio” gave a small sample of Hesse’s jazz

music together with the famous band of the Hes-

sischer Rundfunk (Hessian Broadcasting Corpora-

tion). The poetess and actress Etta Streicher per-

formed twice representing Frankfurt`s poetry

slam scene. Visitors also the chance to try out

award-winning computer games from Hesse, take

part in dance seminars, and to watch short mo-

vies and performances by artists and comedians.

NORTH RHINE-WESTFALIA

Music, dance, poetry slam and graffiti were the

cultural highlights of the week of North Rhi-

ne-Westphalia from September 24th to 26th. Jason

Bartsch, winner of the NRW Slam 2015 in Münster

(poetry slam contest of North Rhine-Westphalia)

entertained the Expo visitors with his poetry. The

cover band Jraduss from Cologne and the DJs

Quicksilver and Thomas Alisson played electronic

beats. The award-winning dance formation Big

Style from the dance school Kaechele-Körbe from

Leverkusen as well as graffiti artist Beni Veltum

set additional highlights.

BAVARIA

Bavaria will represent the last of the Federal State

weeks at the German Pavilion. From October 5th

until the 11th, Bavaria will offer the visitors an ex-

citing and versatile program, including traditional

brass band music and costumes, innovative tech-

nologies, as well as sustainable design. On the

stage of the German Pavilion visitors may enjoy

the sounds of young music bands such as Jodel-

fisch, Kofelgschroa and Gankino Circus, but also

smile during the performances of the childeren

and the youth theatre Eukitea.

Jochen, the talking elephant, entertained the

waiting visitors of the German Pavilion

Included in the program of “Fields of Theatre”, the Federal State of Hesse presents a thrilling performance of the play “Antagon”

North Rhine-Westfalia presents great music

entertainment with Dj Quicksilver

Eye candy in Thuringia blue: the fashion & costume theatre “Gnadenlos Schick” (trans-lated: Chic without mercy) in blue standing on the ramp of the German Pavilion, repre-



BEHIND THE SCENES

BEHIND THE SCENES

DEMOLITION OF THE GERMAN PAVILION

The Pavilion was designed for a temporary usage during the summer

of this year’s Expo 2015 in Milan. According to the requirements of

the Bureau International des Expositions (BIE), the Expo demands

the Official Participants to dismantle their self-built pavilions after

the Expo. It is one of the basic conditions in order to participate.

The main part of the German Pavilion is a lightweight construction,

for example, the membranes used for the facade that also serve

as sun protection as well as the wood used for the surface. The

interior of the Pavilion, as well as the material that was used, is

thrifty and eco- friendly. Germany will dismantle its Pavilion and the

producers will take back the materials. Special components of the

building and the exhibition will be reused. For the OPV cells, as well

as the “Idea Seedlings” several potential buyers have shown their

interest. The modular construction style of the OPV cells are easy

to dismantle and the membrane is easy to reuse. Furniture and

technical equipment inside the exhibition have been rented and will

be given back to the owners. The different exhibits of the exposition

have already generated great interest. Negotiations are already

taking place, for possible acquisitions. The dismantling will start

on November 1st and will have to be finished within three months.

Only a few weeks before the opening of the Pavilion, at the beginning of 2015. At the end of the year,

the pictures will resemble the beginning

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EN��ER��


What is the philosophy of your kitchen?

Marcello Fabbri:Do not use products, if you cannot find them fresh.

Maria Groß: I would describe my cooking style as close to nature,

down to earth but still playful. Culinary pleasures are essential for a

beautiful life.

What does it mean for you to cook at the Expo?

Marcello Fabbri: Thuringia and Weimar have been the center of my

life for some time now. In the middle of the German culture, I cook

with Italian accentuation. The state government suggested me to

present my profession as well as Thuringia at the Expo, and I did not

hesitate. For me, as an Italian, living in Germany, it is very special to

show my dishes in Italy.

Maria Groß: When Thuringia decided to present itself at the German

Pavilion to the world, the organizers asked me if I wanted to

represent the culinary part together with my colleague Marcello

Fabbri. I accepted with pleasure. It is wonderful to be able to present

my home region in Milan under the motto “Discover Thuringia”; it is

a unique experience.

What does the motto of this year’s Expo “Feeding the Planet-Energy

for Life” mean to you?

Marcello Fabbri: Both my mother and my grandmother taught me to

treat food with respect, and I continue to do that, until this day.

Maria Groß: Apart of trying to live as regional and seasonal as

possible, I also try to be as sustainable as possible. It is very

important for me to have a personal connection with the farmers

and the grocers from whom I buy my ingredients.

INTERVIEW

Michelin-starred chefs Marcello Fabbri and Maria Groß at the gourmet-restaurant „Symphonie“

INTERVIEW

INTERVIEW WITH MARCELLO FABBRI AND MARIA GROSS

MARCELLO FABBRI

was born in Rimini in 1970. After his

apprenticeship in the ” Caffè delle Rose” in

Rimini and various other stops in Italy and

Germany, he took over the restaurant

“Anna Amalia” at the hotel Elephant as

head chef, in 1993. In 2003, he was rewar-

ded with a Michelin star, which he has de-

fended successfully until today.

MARIA GROSS

Was born in Thuringia. After having stu-

died philosophy, Maria Groß was drawn to

cooking. She completed her apprenticeship

in the restaurant “GUY” in Berlin, and ga-

thered work experience in Germany and

Switzerland. Since 2013, she has been head

chef of the “Kaisersaal” in Erfurt, its

gourmet restaurant “Clara”, which has

been awarded with one Michelin star, as

well as the “Lutherkeller”and the banquet.

Lamb rack cooked in a Mediterranean bread

crust by Marcello Fabbri (serves 4 dishes)

Ingredients: 2 lamb racks each 400 gr, 80 gr. Meat stuffing

1 slice of tramezzini bread, 5 sundried tomatoes, 20 gr chopped

pine nuts, ½ branch of rosemary, ½ branch of thyme

Preparation: Clean the bones of the lamb rack and remove the

silver skin. Seal them into a sous vide pouch, and place them in

a water bath for 45 minutes, cook at 62° C. Cut the tramezzini

bread and the dried tomatoes in small cubes and mix it to-

gether with pine nuts, chopped rosemary and thyme. Take the

lamb racks out of the pouch/bag and dry it off. Then add salt

and pepper. Now spread the meat stuffing on the racks and

distribute the bread pieces, evenly, on top. Take the meat with

the bread crust and deep fry until it is golden. Now let it stand

in a warm place for 5 minutes.

Trout tartare and Guacamole by Maria Groß (serves 4 dishes)

Trout tartare ingredients: 1 medium sized sea trout fillet– wi-

thout bones and skin, Fleur de Sel, 20 gr freshly roasted pine

nuts, Some orange peel

Preparation: Cut the trout fillet into small pieces, but do not

chop. Gently mix the pine nuts and the orange peel with the

trout and finish off with a pinch of salt.

Guacamole ingredients: 1 ripe avocado, 20 gr. ricotta, Lime peel

and some juice, Cayenne pepper/ Fleur de Sel,½ tsp. of spinach

paste

Preparation: Take the avocado stone out and peel it, then mix it

together with the spinach paste. Now add cayenne pepper and

fleur de sel, as well as some of lime peel, to refine the mixture.

To round off, gently add a small quantity of lime juice!

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GUESTS AT THE AT THE PAVILION

German School Milan at the German Pavilion

The carpenters group of the carpentry Frick guest in the German Pavilion

Commissioner General Dietmar Schimtz (left) walking with the

Italian Minister of Justice Andrea Orlando (right) to the exposition of

the German Pavilion

Flamenco dancer Joaquín

Cortés in the room dedicated

to soil inside the German Pavi-

lion

GUESTS AT THE GERMAN PAVILION

Famous German former race car driver

Jochen Mass in front of the German Pa-

vilion

Prof. Dr. Reinhold Würth owner of the family enterprise Würth disco-vering the German Pavilion

AUMA (AKAM), the Association of the German Trade Fair Industry visited the German Pavilion

Government of India Regn. (RNI) NO.: DELENG/2014/56299

Hotels & Culinary ASIA, September-October 2015

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Transcript of Hotels & Culinary ASIA, September-October 2015