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Published since 1976 V 38 Ma 2013
h K sAR hK$50ca RMb50sapr s$15Maaa RM30Taa bt300Rt Aa us$10
LOOKING GOOD
The evolution of the uniform
A YEN FOR HOSPITALITY
The industry is back on track in Japan
SMOKIN
Asias growing loveaffair with salmon
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AsiAn Hotel & CAtering timesis publisHed montHly bytHomson press Hong Kong ltd (tpHK)
The opinion s expressed in Asian Hotel & Catering Times do not necessar ily represent the views of the publisher or thepublication. Whilst every effort has been made to ensure the accuracy of information contained in this publication, noresponsibility can be accepted by the publisher, editors and staff, agents and contributors for omissions, typographical orprinters errors, inaccuracies or changes howsoever caused. The editors reserve the right to edit any material submitted attheir discretion. All materials published remain the property of TPHK. Reproduction without permission by any means isstrictly prohibited. Correspondence should be addressed to The Editor, Asian Hotel & Catering Times, Room 1205-6, 12/F,Hollywood Centre, 233 Hollywood Road, Sheung Wan, Hong Kong. Tel: (852) 2815 9111 Fax: (852) 2851 1933. FantasyPrinting Ltd. 1/F, Tin Fung Industial Mansion, 63 Wong Chuk Hang Road, Hong Kong.
All rights reserved (c) 2013Thomson Press Hong Kong Ltd
Welcome to the May issue o
AHCT, the most trusted source o
inormation on what is happening
in Asia-Pacifcs hospitality industry.
Most hotel guests have no idea what really
goes on in the housekeeping department.
And as long as beds are made and amenities
replaced you wouldnt expect them to give it
too much thought.
Whats more surprising is that members o
the management team outside housekeeping
hong Kong hoTels
AssociATion
hong Kong
chefs AssociATion
fedeRATion of hong Kong
ResTAuRAnT owneRs
The fedeRATion
of hong Kong
hoTel owneRs
AssociATion
of ThAilAnd
bAKing indusTRy
TRAining cenTRe
AssociATion of
inTeRnATionAl
hoTelieRs shAnghAi
singAPoRe
chefs AssociATion
hong Kong
bAKeRy & confecTioneRy
AssociATion
singAPoRe
hoTel AssociATion
hong Kong
bARTendeRs AssociATion
hong Kong
MAiTRe dhoTel AssociATion
shAnghAi
chefs AssociATion
MyAnMAR chefs
AssociATion
MAlAysiAn AssociATion
of hoTels
MAcAu hoTel
AssociATion
club MAnAgeRs AssociATion
hong Kong
HONG KONG
Thomson Press Hong Kong Limited/Media Transasia Limited
Room 1205-6, 12/F, Hollywood Centre,
233 Hollywood Road, Sheung Wan, Hong KongTel: +(852) 2851 7068, 2815 9111Fax: +(852) 2851 1933, 2581 9531
Email: [email protected]: Mr Daniel Creffield
AUSTRALIA
Mass Media PublicitasLevel 9, 215-217 Clarence Street
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Tel: + 61 2 9252 3476 Fax: +61 2 9251 3726Email: [email protected]
Contact: Mr Charlton DSilva
INDIAMedia Transasia (India) Ltd
323 Phase IV, Udyog Vihar, Gurgaon - 122016 (Haryana)Tel: +91 (0) 124 4759500 Fax: +91 (0) 11 26867641
Email: [email protected]: Mr Xavier Collaco
Media Transasia (India) Ltd
1, A & B, Diamond House, 35th Road,Linking Road, Bandra West, Mumbai - 400 050
Tel: 91 22 26053702-06 Fax: 91 22 26053702-06Email: [email protected]
Contact: Mr. Xavier Collaco
THAILAND
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Email: [email protected]: Mr Gaurav Kumar
UNITED KINGDOM
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Contact: Mr Chris Morgan
USARiverside Media
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Contact: Ms Christina Eccleston
Marston Webb International60 Madison Avenue, Suite 1011,
New York, NY 10010, USA
Tel: +1 212 684 6601 Fax: +1 212 725 4708Telex: (023) 420773 BRANINT
Contact: Ms Madlene Olson
ITALYEdiconsult Internazionale s.r.l.
Piazza Fontane Marose, 3-16123 GenovaTel: +39 010 583684 Fax: +39 010 566578
Email: [email protected]: Mr Vittorio Negrone
JAPAN
Echo Japan CorporationGrande Maison Rm 303,
2-2 Kudan-kita 1-chome,Chiyoda-ku, Tokyo 102-0073
Tel: +81 3 3234 2064 Fax: +81 3 3263 5065Email: [email protected]
Contact: Mr Ted Asoshina
MALAYSIAPublicitas International Sdn Bhd.
S 105, 2nd Floor, CentrepointLebuh Bandar Utama, Bandar Utama
47800 Petaling Jaya, Selangor, Malaysia.Tel : 603 7729 6923
Fax : 603 7729 7115
Email: [email protected]: Ms Shallie Cheng
are oten similarly ignorant about daily
operations within what many consider the
toughest job at most properties.
Our management eature on page 12 looks
at the huge housekeeping operation behind the
scenes at Macaus Sands Cotai Central and we
talk to some o the people working within this
dynamic sector.
Also this issue salmon , unio rms,
customer relationship management and much
more.
EDITORDaniel Crefeld
DESIGN bY
Koon Ming [email protected]
CONTRIbTORSDon GasperZara HornerRebecca LoJane Ram
Michael Taylor
ASSOCIATE PbLISHERSharon Knowler
CIRCLATION ExECTIvEBecky Chau
CHAIRMANJS Uberoi
DIRECTORGaurav Kumar
endoRseMenTs
We nee d to hea r ro m hosp ita lit y
proessionals about the constant developments
in the industry, good or bad, so please do
send your comments and suggestions in to:
E d i t o r s M E s s a g E
AHCT Ma 2013 3
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CLINARY42 Bulgarian trues; Fairtrade coee;
delicious choux
MANAGEMENT12 Housekeeping its a tough job ...
MARKET REPORT16 Japans industry continues to
consolidate post 2011
NEWSINDSTRYA historic reopening in Christchurch;
happenings in the world o cheese,
chocolate and oysters; a signifcant
anniversary or Hilton
PRODCT0 Classy outdoor urniture rom Spain;
eclectic carpet collection; quantum
energy textiles
JNE
Investment opportunities India POS Condiments Flavourings and syrups Buet equipment Gym equipment
July
Integrated resorts Philippines Cloud computing Swimming pool design Cheese Fruit juice In-room amenities Knives
CONTENTSV o l u m e 3 8 M a y 2 0 1 3
TECHNOLOGY18 Harnessing the power o CRM
DESIGN20 Whys theres more to hotel
lounges than just lounging around
FOOD26 Salmon catching on in Asia
36
20
DRINK32 A reappraisal o Caliornian wine
EQIPMENT30 The changing role o the minibar
36 Uniorms the hardest-working
member o the team
Fresh take on uniorms
NowoniPadAvaa App str
Adertisers IndeADA 21
Alpha International 35
Anuga 29
Athena Tableware 9
Bartech 31
Boncae IFC
Che Works 39
Global Che 37
HOFEX 47
Hosair 45
Italian Trade Commission OBC
M.Schaerer 23
Pevonia 14 & 15
Restaurant & Bar IBC
Saemark 27
Scottish Development International 24 & 25
Turning design on its head
EvENTS AND ExHIbITIONS46 Events calendar
48 Gulood reviewed
INTERvIEW49 Mandarin Oriental Macaus
executive che Dominique Bugnand
50 APPOINTMENTSWhos moving where
CoverphotographScottishEnterprise
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A recent cutting and cooking seminarby chef Eddy Leung of Chef Studioby Eddy in Hong Kong attracted a lotof attention to the quality of Canadianbeef.
Featuring four top Canadian beefcuts top blade muscle, chuck eye roll,striploin and prime rib the seminarconcentrated on imaginative ways ofpreparation.
Chef Leung explained that wokfrying can make top blade muscle verytender once the connective tissue in the
Hilton Worldwide is celebrating its 25thanniversary in China with an expansionprogramme aiming to grow from 32properties with 12,000 rooms to 150with 55,000.
In addition to its Waldorf Astoria,Conrad, Hilton Hotels & Resorts andDoubleTree by Hilton brands, the groupintroduced Hilton Garden Inn to Chinathis year.
As one of the rst internationalhotel chains to enter China, Hilton
Hong Kongs long-awaited seaside hotel Auberge Discovery Bay is due to befully operational this June.
With 325 rooms, substantial meetingand exhibition space, a spa and awedding chapel, the hotel is unique inHong Kong, not least for its location in alargely residential community on LantauIsland.
Alfresco dining with a wide array ofpan-Asian and international cuisines isavailable at Caf Bord de Mer, the hotelssignature restaurant complete with aspectacular oceanfront terrace.
Getting Vivienne Tam to design thefan for the new Mandarin OrientalGuangzhou was both an obvious andan inspired choice.
The Guangzhou native is one ofthe worlds most recognised fashiondesigners, and she sourced thedesign from her own fabric collection,intending it to represent the citysabundant and diversied offerings.
I am proud to design this fan forMandarin Oriental because I feel likeI am part of the Mandarin Orientalfamily, said the 55-year-old style guru
Encore!Regent Beijing hosted living legend JulioIglesias one of the worlds top ten best-selling recording artists of all time lastmonth. Returning to China after almost20 years, Julio was invited to a pressconference to receive two historic awardspresented by Chinese pianist, Lang Lang.
To honour his extraordinary careerin music marked by global successand no.1 hits in a record number oflanguages Lang Lang presentedJulio with the First & Most PopularInternational Artist in China Award fromSony Music Entertainment, and theGuinness World Record for Best-SellingMale Latin Artist, for his more than 300million global record sales.
Delicious!Imaginatively jumping on the popularityof the current number one downloadedgame for smartphones and on Facebook,Hong Kong eaterie and bar The SaltedPig has named one of its new cocktailsCandy Crush. One of a trio of rum-basedsummer cocktails, each a massive twolitres and served in sh bowls, the othertwo are called Super Hurricane andfreaking Mai Tai. It remains to be s eenwhether Candy Crush (the drink) is asaddictive as its colourful namesake.
centre is removed, and that he wants torevive the once popular method of pan-roasting portioned prime rib.
We chose these cuts because theyare of high quality and showcase theadvantages of Canada Beef: excellentmarbling, rm muscle texture, avourfuland tender meat, explained StephanieDai, senior China director of Canada BeefInternational Institute.
Chef Leung created ve recipesfor tasting at the seminar: wok-friedCanadian top blade muscle, CanadianSterling Silver chuck steak sandwich,smoked Canadian Sterling Silver striploinwith mushroom coulis, pan-roasted
Canadian Angus Pride export rib with lilybulb salad, and roasted Canadian Anguspride export rib with natural jus.
who was brought up in Hong Kong.Each Mandarin Oriental hotel
is distinguished by its own uniquefan, a symbol of its oriental culturethat embodies the groups luxuriousimage, while also being reective ofeach hotels local charm.
We are honoured that iconicdesigner and Mandarin Orientalfan Vivienne Tam agreed to designthe beautiful fan for this landmarkproperty, said A ndrew Hirst,Mandarin Orientals operationsdirector for Asia.
For evening cruises and cocktailsoirees, The Bounty, Hong Kongs onlyEuropean tall ship, offers the perfectopportunity to unwind.
Auberge Discovery Bay HongKong is truly a unique hideaway retreat,both part of Hong Kong and yet worldsaway from the bustle of Central, saidAnne Buseld, general manager. Wehope to offer guests the best of bothworlds in a stunning, natural setting,while adding an exciting new dimensionto the very special community in whichwe operate.
Hilton celebrates its Chinesequarter century
Worldwide has been serving Chineseguests for a quarter century, said BruceMcKenzie, Hiltons senior vice president foroperations in Greater China and Mongolia.
Having trained some 13,000 staff inGreater China, and by cooperating withmany top tourism management schools,Hilton has made a signicant contributionto the hospitality industry. Last year HiltonWorldwide was recognised by Zhaopin.comand Peking University as a 2012 top 30Best Employer.
A new discovery
Fan designed by a anCandyCrush
HiltonShanghai
Canadian bee is a cut above
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Four renowned cheese makers werethe stars of the show at the Hong KongInternational Cheese Festival held atHullett House and Armani/Aqua recently.
Philippe Marchand from Francebrought a selection of traditional anduniquely modern cheese; Pierre Gayexhibited a wonderful selection ofcheeses garnered from his travelsaround Italy; Ren Koelman from TheNetherlands showcased exquisite
Dorsett Hospitality International hasformalised its exclusive partnership withDiamond Resorts International.
Winnie Chiu, president andexecutive director of Dorsett HospitalityInternational said: Whilst we continue topursue our Chinese Wallet strategy, wealso believe it is important to also focuson market segments in other continents.Through this afliation, Dorsett will beable to strengthen and expand its brandpresence at a faster pace as well as toincrease the arrivals of US and Europetravellers into Hong Kong, by tapping intoDiamond Resorts Internationals existing
Sweet tasteo victoryParis is calling for two chefs AustralianDeniz Karaca and Lei Fu Veng fromMacau who will be competing at theWorld Chocolate Masters this October.
Karaca, who is a pastry chef withEpicure Group in Melbourne, won rstplace at the competitions Asia-Pacicround, while Lei, who works at WynnHotel, came second.
The World Chocolate Masters isan initiative by three leading gourmetchocolate brands Callebaut, CacaoBarry and Carma.
The winner of the Japan segment
Akihiro Kakimoto will also be competingin the French capital this autumn.
Visitors to Christchurch will be able tosee the rebuild of the city from its very
heart now the Rendezvous Hotel hasreopened.
The Rendezvous Hotel Christchurchhas 171 guest rooms and occupieslevels 4 to 15 of the Pacic Towerbuilding on Gloucester Street, oppositerecently refurbished New Regent Street.
The hotel which reopened onMay 1 was closed to the public in thewake of the February 2011 earthquake.
General manager Brad Watts saidstaff are excited about the hotelsreopening and looking forward towelcoming guests again.
ShuckingmarvellousHong Kongs top chefs went head-to-head for the top prize in the Hong KongOyster Shucking Championship 2013, co-organised by Cafe Deco and WorldwideSeafood. Held successfully at Cafe Decolast April, 25 talented chefs impressed thejudges with their speed and techniques toshuck the nest Irish rock oysters.
After seven gruelling heats, the nalresults were:
Overall champion: Terry Ho Kai Tung ofCaf Express of Hotel Panorama;
1st runner-up: Li Shu Kit of TheExcelsior, Hong Kong;
2nd runner-up: Li Ka Yui of CafeExpress, Hotel Panorama.
Guests unwound after the excitementwith an ocean-friendly seafood buffetpaired with what else? a Guinness.
farmhouse Dutch speciality cheesesincluding Remeker Puur; and Tricia Beyfrom Scotland, the festivals only femalecheese maker, delighted visitors with hersignature Barwheys Cheddar, a rich hardcheese with long and complex avours.
Master classes, gourmet cheesepairing dinners and a European-stylecheese market were held during thethree-day fest, which showcased a totalof 120 artisanal cheeses.
Blessed are thecheese makers
The hotel is looking fantastic andwere thrilled to be in a position toreopen and again provide high qualityaccommodation within the city centre forpeople visiting either for business or forleisure, Watts said.
Eric Teng, CEO of RendezvousHospitality Group said: We are delightedto be able to welcome guests back.
Christchurch is on track to be one ofthe best small cities in the world and weare pleased to be part of that.
All of our hotels work harder to providesuperior value to each guest and we areexcited to be able to open the doors ofRendezvous Hotel Christchurch.
A historic reopening
network of nearly 1.4 million owners,members and guests.
Dorsetts rst hotel in Singaporesoft opened last March. Dorsett GrandChengdu and Dorsett Tsuen Wan arescheduled to open by the end of thisyear. In 2014, Silka Tsuen Wan, HongKong and Dorsett Grand Zhuji as wellas Dorsett Zhongshan are expectedto commence operation. The groupsrst venture beyond Asia is the DorsettShepherds Bush in London which isexpected to be operational in 2014, to befollowed by Dorsett City, London locatedat Aldgate in 2015.
Diamond deal-making
LeiFuVeng
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A naturalvenue orskinny dippingBanyan Tree Hotels and Resorts is set tobe the rst international hotel operator tolaunch a hot spring resort in Chongqing,China, embracing the natural healingwaters of the North Hot Springs. BanyanTree Chongqing Beibei will open to gueststhis summer and each of its 107 suitesand villas will feature private hot springpools so guests can enjoy the watershealing benets in privacy and comfort.The extensive Banyan Tree spa will alsooffer seven different outdoor and indoor hotspring pools.
Catalandining comes
to Hong KongCatalunya Hong Kong, sister restaurantto Catalunya Singapore, has opened inMorrisson Hill, the citys newest diningdistrict.
The restaurant is helmed by chefAlain Devahive Tolosa, while the generalmanager is Pol Porello, both of whomare veterans of elBulli, which was votedworlds Best Restaurant ve yearsrunning.
Catalunyas menu will includesignature favourites such as Segovia-style roasted suckling pig, while the winelist features celebrated labels like AllendeCalvario 2006.
An Asia-Pacic survey by Amadeushas highlighted that cross-selling add-on services are key to ensuring travelagents attract and retain customerswho are pre-booking hotel rooms.
The survey found that airporttransfers and sightseeing toursrepresent the biggest cross-sellingopportunities, with travel agentsincreasingly offering to help travellersrent cars, purchase concert tickets,make dinner reservations and even buymetro passes.
Archipelago, formerly known as AstonInternational, unveiled a new self-styled superior select-service hotelbrand in October 2012, promising ahip and new range of properties,which provide a light-lled, visi tor-friendly atmosphere. The rst of theseproperties recently opened its doors inJakarta and has now been followed byBalis rst NEO; the Hotel NEO Legian Jelantik.
Catering for predominantly younginternational and domestic guests, thenew NEO features 101 ultra-modernrooms with a full set of amenities andfacilities while maintaining its credo
Hip and happeningthat well-designed hotels do notneed to be costly.
Archipelago plans to open a thirdNEO in the heart of Jakartas Blok Mand a further three in mid-summer,one in Jakarta and two more inBali. By 2014 the new brand willlaunch several more hotels in Baliand Jakarta and celebrate its arrivalin other Indonesian cities such asBandung, Medan, Palangkaraya,Samarinda and Solo. The newproperties will feature between 90and 130 rooms, eclectic all-daynoodle cafes and will be completelysmoke free.
Ten outo ten inThailandInterContinental Hotels Group (IHG)recently opened Holiday Inn BangkokSukhumvit 22. This is the companysthird Holiday Inn in the city and its tenthin Thailand.
The 29-storey tower overlooksBangkoks Benjasiri Park and contains300 guest rooms and luxury suitesnestled along the citys famousSukhumvit Road. One of the citys mostvibrant locations, it is close to the cityslargest shopping centres and mainbusiness district.
General manager Harry Thaliwalsaid: We are committed to ensuring thatguests at the new Holiday Inn BangkokSukhumvit 22 whether they are herefor business or leisure will enjoy a trulywelcoming and comfortable stay. We
are looking forward to a busy openingperiod.
Shantha De Silva, director ofoperations, Southeast Asia added:Every year millions of travellers stay atHoliday Inn hotels around the world. Wecontinue to cement the brands presencein Thailand and have now reached amilestone with ten Holiday Inn hotels inthe country.
The hotels opening brings thenumber of IHG hotels in Thailand to 17.There are more than 1,200 Holiday Innhotels around the world and over 240more in the pipeline due to open over thenext three to ve years.
GTA signswith JinJiangAs Chinas popularity as a destinationcontinues to grow, global travelwholesaler GTA has signed a newpartnership with Jin Jiang InternationalHotels to offer 20 three, four and ve-star accommodation options throughoutShanghai.
The deal means grater choice forbusinesses selling accommodation andtravel in one of Chinas most populardestinations, and should bring more ofthe worlds travellers to stay at Jin Jiangproperties.
Martin Jones, GTAs vice presidentfor sourcing Asia-Pacic said: GTAmakes it easy for hoteliers like Jin JiangInternational to successfully market and
Striking goldRosedale Kowloon Hotel in Hong Kong hasbeen awarded one of the highest green buildingsustainability certications, the Leadership inEnergy and Environmental Design (LEED) NewConstruction Gold Certication from the UnitedStates Green Building Council.
This certication is the second tohighest certication level attainable in theLEED certication system, and representsan internationally recognised distinguisheddedication to sustainable design and operation.
The 27-storey hotel opened in 2012 andwas developed by Rosedale Hotel Group, inconjunction with green building engineeringconsultants, BEE Inc.
sell their rooms to even more consumersworldwide.
Our technology, privilegedrelationships and wealth of experiencemeans travel businesses trust us to
help them prot. As demand for fullyindependent travel to and within Asiaincreases, travel sellers around the worldwill surely welcome this new partnershipand our ever-expanding portfolio ofhotels throughout China and beyond.
Happy about cross-sellingThe purpose of the survey was to
examine travel agents and travellersperspectives on the hotel selectionand booking process.
The comprehensive hoteldistribution survey was the largestever conducted by Amadeus in Asia-Pacic and examined the views ofmore than 1,047 travel agents acrossnine countries in the region: Australia,China, India, Japan, Malaysia, NewZealand, Philippines, Taiwan andThailand.
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Public area is very big team,
maintaining ront o house and
back o house and cleaning the
internal public areas. Each individual
area has its own manager; while Conrad
and Holiday Inn have assistant directors
o housekeeping, who manage day-to-
day operations. Tere is also an executive
housekeeper, who manages day-to-day
public area operations while wardrobe and
oral departments have similar executive
managers. Tese people all have assistants,
supervisors and then rank and fle support
mechanism in place.
Its thereore very important to have
the right structure in place. Within that
structure it is essential to set standards and
guidelines so that everyone knows what is
expected o them.
Another critical component is trainingso everyone is confdent and competent in
what they are doing.
Tat is the basic oundation once that
is in place the operation needs to run like
a machine every day the systems, tools
and equipment in place so everyone k nows
what they are doing. I know that sounds a
bit impersonal!
But while these systems are crucial in
order or operations to run eciently, it is
a people business rom top to bottom. At
briefngs I tell people to be kind and treat
each other with courtesy and respect. We
take care in our working environment so
people are happy in what they do this
reects in the service they supply to guests.
It shouldnt be robotic but must be genuine,
as guests need to see people are comortable
in what they are doing.
here are speciic challenges in an
integrated resort which put a dierent
perspective on hotel operations where
its not uncommon to be running 100%
occupancy, with 100% in, 100% out
every day.
Daily operations are thereore
compressed into a much tighter timerame
than you would expect in a corporate hotel
environment. In this environment you oten
have a six-hour time period rather than a
eight-10 hour period. Guests tend to check
out around 12 noon rather than 89am
when you would already expect youd be
able to clean a signifcant number o rooms.
Its time consuming and impacts onlaundry cleaning, which we outsource. Te
logistics in ensuring we have sucient linen
in circulation is another challenge in this
environment.
I oten tell people that we perorm at
least one miracle a day!
he sheer scale is what makes this
demanding were dealing with a luxury
brand and a very good Holiday Inn so
getting the brand standards right is always
going to be challenging. As well as the two
dierent brands there are two dierent guest
satisaction programmes and two quality
assurance audits.
Te last audits were in November last
Dina Angelucci is one of hospitalitys unsungheroes, keeping an enormous housekeepingoperation running behind the scenes at MacausSands Cotai Central. She is responsible foroverseeing teams at Conrad Macao Cotai Centraland Holiday Inn Macao Cotai Central hotels andwardrobe (uniforms) and public areas for theentire resort (not including the new 3,896-roomSheraton Macao). The oral team is also under herremit. Across the department she has more than
900 people on her team. Its a big job. Angelucci,who began her career as a room attendant,describes her role to Daniel Crefeld
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year and Conrad housekeeping scored 100%
and Holiday Inn scored 98.99% which was
incredible these are the two largest hotels
in the world or their respective brands, so to
score those sort o results in an environment
where we are running these kinds o high
occupancy rate was a big wow moment or
the hotel and me personally.
We were the frst Conrad to achieve that
or a post-opening quality audit. Te next
audit was six months later and we scored
100% again again pretty unprecedented.
Tat set the benchmark expectation is now
very high, as you would imagine!
But its not me or the GM achieving
these results its the team. Im not making
beds or scrubbing toilets although I have
done that in my time! My role is to make
sure we have all the tools, systems and
processes in place.My secrets? Tere are a couple o things I
have been doing or a number o years. I can
be very tough but very air and reasonable
when push comes to shove you have to be
tough sometimes.
Its actually something I dont do, rather
than something I do I dont micro-manage
the managers. I give them the autonomy to
get on with the job themselves. I have very
competent, experienced people in their areas
and they know what they need to do i
you recruit the right people you can then
have confdence in their skills. Its essential
to let them know you trust them to be able
to do the job.
WordtotheWeissSoenkestophousekeepingtips
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Streamliningtheoperation
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AHCT Ma 2013 13
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a r k E t r E p o r t
6 AHCT Ma 2013
M a r k E t r E p o r t
AHCT Ma 2013 17
in Japan, meanwhile, is also on the rise.
Tere has been a tremendous upward
shit in the level o business that okyo is
seeing due to business confdence in Japan,
Narayan says. Abenomics, as it is being
termed (the economic policies advocated
by Shinz Abe, the prime minister), has led
to occupancies in the city rising as much as20% to 30% at many hotels over the last two
months, and there is now great potential or
rates to start rising quickly as well.
Changing landscapeTe Japanese capital has also seen a massive
inux o multinational chains over the last
decade, and this is altering the ace o the
citys hospitality industry.
In the last 10 years okyo has changed
rom being dominated by Japanese hotels
and chains to now having a plethora o
international chain hotels that have entered
the market, especially in the fve-star deluxe
category or example, Ritz-Carlton,
Mandarin Oriental, Peninsula, Grand
Hyatt, Conrad, Narayan says, adding that
the arrival o these multinational brands
is having a spillover eect on the product
and service style o the hotels that Japanese
companies are building and renovating.
You can see it in the renovation o the
Capitol Hotel okyo, which has been rebuilt
with international styling, Narayan adds.As a result, more than 50% o its guests are
now rom other countries.
According to Dan Nakamura, Visit
Japan ambassador and ormer chairman o
the Royal Park Hotel, a member o Summit
Hotels & Resorts, there has been a large
increase in the number o arrivals rom other
parts o Asia, which now account or 60%
o visitors to Japan.
Last year, the biggest number came
rom Korea, ollowed closely by China and
aiwan, Nakamura says. Tere also seems
to be an increasing number o visitors rom
Tailand, Indonesia, Malaysia and Vietnam.
Te demographics are generally well mixed,
with more people below middle age.
Suguru Hirose, director o global sales
at Palace Hotel okyo, says that some global
bodies appear to be rallying around Japan
ollowing the triple tragedies that beset the
country in 2011.
Tey seem to be purposeully choosing
Japan as their country o choice or hosting
major international summits and meetings,and that generosity o spirit and support has
very much been elt here in Japan, Hirose
says. For example, the World ravel &
ourism Council chose to hold its annual
Global Summit in Sendai, which was the
area most devastated by the tsunami, and
in okyo last spring, less than a year ater
the earthquake.
Political factorsI Japans challenges in 2011 were largely due
to acts o nature, politics were at centre stage
in 2012, with territorial disputes with Korea
and China causing signifcant i temporary
dips in the number o leisure travellers
rom the two countries. Business travel,
Tokyo is shedding its pricey image asmultinationals move in and employees takecommand of their careers, writes Michael Taylor
Back inbusiness
What a dierence a decade makes!
en years ago, hotels in
okyo had the highest room
rates in Asia. Now the average cost o one
night is less than that o hotels in some o
the Japanese capitals key regional rivals. Its
not that Japanese hotels have become less
expensive. Teir pricing has remained stablewhile it has risen in other parts o the region.
With rates being relatively stagnant
over the last 10 years, Japan has gone rom
having the highest average room rate in
Asia to now being substantially lower than
Singapore and Hong Kong, says Ananya
Narayan, executive vice president, Asia
Pacifc, Middle East and Arica, Preerred
Hotel Group.
Another actor aecting room rates is the
alling yen, which Narayan says depreciated
25% during the frst quarter o 2013, and is
having a positive impact on business rom
overseas. While prices might be steady in
terms o the yen, they have dropped when
calculated in oreign currencies. Confdence
however, was not signifcantly aected.
An e ven bigger challenge, according
to Jens Moesker, general manager at the
Shangri-La hotel, okyo, is a seismic shit
in attitudes toward employment.
Younger Japanese employees want a
career path, Moesker says. Tey expect
a promotion. Tey want to be engaged in
their career planning. Te whole concept o
lie-long employment has changed.
In response, the hotel is going to
start changing the way it oers training
programmes.
We used to tell them who needed to
attend what, Moesker says. Now it will be
la carte. We will tell them what is available,
Japan has gone from having thehighest average room rate in Asia tonow being substantially lower thanSingapore and Hong Kong
Ananya Narayan, Preferred Hotel Group
w Ptr carma tk vr
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Pay-in executive lounge boosts room revenue
and they can decide what they want to take.
According to Peter Carmichael, general
manager at ANA InterContinental okyo,
2012 was the fth best year in the hotels
26-year history, with the best yet to come.
From the perspective o an international
hotel, anything more than 70% occupancy
and youre doing back ips in the lobby; were
running north o 80%, Carmichael says.
Weve had a long-term strategy o
liting our rates. With eective revenue
management, eective utilisation o our
meeting and convention space, and some
cost-saving initiatives that did not aect
our customers, we expect 2013 to be our
best year ever in terms o proftability.
CapitolHotelTokyumainlobby
Thefallingyenishaving
apositiveimpactonbusinessfromoverseassaysAnanyaNarayanofPreferredHotelGroup
VisitJapanambassador
DanNakamurasaysthatalargeincreaseinthenumberofarrivals
fromotherpartsofAsianowaccountfor60%ofvisitorstoJapan
PalaceHotelTokyo
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In todays competitive hospitality
industry, Customer Relationship
Management (CRM) is crucial. Hotels
need to have a deep knowledge o their
customers needs, behaviour and preerences
in order to deliver the services they want,
sometimes even beore the guest knows
they want it.
While a large number o big hotel chains
have individually developed proprietary
CRM systems, many small and medium-
sized hotel chains still do not have a clear
strategy on how to implement a CRM
solution, according to Richard Wiegmann,
managing director o rust International, a
well known supplier o CRM systems.
However, the awareness or the necessity
o targeted and segmented marketing
campaigns is increasing in the industry,
he says. More hoteliers are adopting an
integrated CRM solution as the prerequisite
or a new approach in marketing activities.
Shayne Paddock, CIO o ZDirect,
a global provider o eCRM (electronic
CRM) services to the global hospitality
industry, says that to convince hoteliers o
the advantages o targeted marketing via
CRM he asks them what they would preer
to receive, an oer personalised or them
with the type o activities they enjoy, or an
obviously generic email sent to all the guests.
Our experience has shown that targeted
campaigns outperorm generic campaigns
in the only metric that matters, revenue.
Wieg mann says that know ing and
understanding the customer is becoming
critical or hotels and a main dierentiator
in the competing hotel market. It is not
simply a question o investing in a new
system; it is also necessary to allocate
resources to oversee the evolution o the
CRM strategy and administer/monitor the
profle management and data quality.
A sophisticatedbusiness processCRM technology helps the hotel and
the hotel group accumulate valuable
inormation in order to service the guest
better. It oers the unique opportunity to
aggregate the combined inormation rom
all distribution channels as it can integrate
data rom PMS, CRS, IDS and GDS and
allows hotels and hotel chains to consolidate
their yield strategy. Marketing campaigns or
loyalty programmes can easily be conducted,
since this provides an extremely ecient
way o keeping data in sync and up-to-date.
he major challenge o gathering
massive volumes o data, exchanging, and
matching o records between the hotel
and head oce databases has become a
sophisticated business process, Wiegmann
says.
With the late st CRM tech nolo gy,
databases can be synchronised and guest
data across the hoteliers PMS and CRS
systems can be combined. In this way
hoteliers can analyse data rom online
guest preerence portals, loyalty and guest
recognition programmes or improved
overall proile quality, analysis o guest
behaviour and business trends to run
powerul marketing campaigns.
One has to keep in mind that CRM
is much more than just an email marketing
system! notes Wiegmann. While the
purpose o customer relations management
itsel hasnt changed much over the last
decade, the technology behind it has evolved
dramatically, he says.
Paddock agrees: Te core concepts o
CRM havent changed but the available
channels to reach guests are constantly
changing, he says. At ZDirect we ocus on
eCRM. Our ocus is on maximising guest
revenue through dynamic guest marketing
and communication. We reach the gueststhrough as many electronic channels as
possible whether its email marketing, guest
satisaction surveys, social media or mobile.
Social media and CRMAll the major players in the CRM area are
united in saying that the use o social media
is currently one o the most noteworthy
trends.
Social media is growing as a successul
channel to reach guests, says Paddock,
noting that guests expect to tweet the hotel
when they have an issue, but to also brag
about the property when the experience has
been positive.
he current trend, according to
Wiegmann , is the integr ation o CRM
inormation about guests with social
media activities. Marketing departments
are enriching CRM proile data with
inormation rom guests social media
profles allowing them to run specifc social
media marketing campaigns, including
rewarding shares and likes. Combining
a proven and highly exible CRM solutionwith the CRS, the PMS, an d d ata rom
other third-party channels is a must in order
to stay at the oreront o ones competition.
I believe the widespread adoption o
social media will help us raise the bar even
higher in this area in the coming year,
Wiegmann says.
MJ Crabbe-Barberis is global CRM
marketing director at Inor, a US company
that supplies sotware to several industries,
including hospitality. She too is convinced
that data rom social media must be
incorporated into the picture.
Its not just the guest interacting with
the resort, its the guest interacting with
the resort and being very communicative
about their lie event with riends via social
networks, she says.
Our latest thinking as it relates to
that business dilemma is that organisations
need to consolidate the views o the guests,
including relevant social media data,
into one centralised place in order to be
successul being proactive about direct
personalised responses enhances the guest
experience and maximises property revenue.
It is very challenging to try and do it
haphazardly channel by channel any more.
Rather you need to connect and coordinate
all channels, including the emotive ones.
Tere is a recognition and desire or
organisations to bring all o the social
channels together and to ind ways to
analyse those data, but there is not a
tremendous movement orward yet to do
these things because o complexity and
conusion on where do I start?
With Ino r, Crab be-B arbe ris says,
properties can manage and analyse all o
this rom one central place rom email to
social to direct as well as access the data
in real-time.Mukund Mohan, Inors vice president
or product strategy, hospitality, predicts
that over the next ew years hospitality
companies will urther the use o social
CRM and real-time marketing to leverage
social media as a communications channel
and in the process bring ee ctiveness to the
social media presence via channels such as:
Te use o witter Te property will
motivate guests to sign up to ollow it
on witter via a promotional reebie
some type o bonus, such as a ree
appetiser at the bar. Ten the property
will be able to leverage the private tweet
unctionality to send out tweets on
oers and promotions to the guests.
The primary intention of CustomerRelationship Management is to createcustomer retention and loyalty. Don Gasperlooks at the current state of the CRMindustry and how it is evolving
he leveraging o the like/ollowoptions o Facebook and witter to
make more targeted oers to guests.
Sending oers/deals to the guests via
social channels is more eective than
using email as emails traditionally end
up as spam, Mohan says.
He also predicts that hospitality
companies will send real-time oers and
promotions to guests mobile devices via
apps, i.e. real time messaging or social
engagements to recommend oers, special
discounts, replies, web links to visit, etc.
Building loyaltythrough CRM
Personal service and eective delivery
o promises by a hotelier builds guest
loyalty, says Wiegmann. In addi tion, it is
necessary or a hotel chain to know requent
guests spending patterns so it can use this
inormation to optimise marketing activities
and promote relevant oerings to targeted
groups o guests. A loyalty programme that
rewards requent guests o the hotel groupand takes advantage o their passion or
collecting points completes the picture.
Crabbe-Barberis says CRM systems
can aid in creating a lielong personalised
relationship through a stream o connected
communications and interactions that are
balanced and tailored to each specifc guest.
Loyalty systems traditionally have
rewarded guests or the stay, notes Paddock.
Tey need to start rewarding the guest or
the revenue spent. Tat way guests will have
an incentive to eat in the restaurant, spend
money in the spa or play gol on-property
instead o going o-site or all o those
activities which is such a lost opportunity
or the property.
Keep thecustomer
satisfed
MukundMohanbelievesthatoverthenextfewyearshospitalitycompanieswillfurthertheuseofsocialCRMandreal-timemarketingtoleverage
socialmediaasacommunicationschannel
Experiencehasshownthattargetedcampaignsoutperformgenericcampaignsintheonlymetric
thatmatters,revenue,saysShaynePaddock
MJCrabbe-BarberisCRMsystemscanaidincreatingalifelongpersonalisedrelationship
RichardWiegmannCRMismuchmorethanjustanemailmarketingsystem
t E c h n o l o g y
8 AHCT Ma 2013
t E c h n o l o g y
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d E s i g n
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Hotel bars enjoy a somewhat risqu reputation. In flms,
they are the usual meeting places or lead characters
to embark on a love aair. In terms o design, public
perception is that dimmer and more intimate is better.
With the bevy o renovated and purpose-built properties in Asia over
the past decade, the hotel bars unction has expanded ar beyond
being merely a spot to hook up over drinks.
odays drinking establishments are almost as varied as hotels
themselves, with some open around the clock to evolve rom cae
to meeting space to casual dining to event venue within an 18-hour
period. Teir design has also ollowed suit, to push the envelopes
where the best have become destination hotspots or the city.
Jean-Marc Dizerens is Shangri-La Internationals director o
corporate ood and beverage, and is involved in the operations side
across all o the Hong Kong-based hotel groups properties.
Hotel bars and loungeshave evolved to become
around-the-clockestablishments where
guests and locals alikecan feel at home, writes
Rebecca Lo
Speaking easy Originally rom Switzerland, he has been with Shangri-La since1999 and witnessed many changes as the brand expanded globally.He sees Shangri-Las bars as places not only or thirsty olks, but alsowhere travellers can connect with amily or work via the internet. In
China, lounges and bars are oten venues or conducting business
and where contracts are signed.Te Chinese travel a lot and have seen a lot, Dizerens says.
Tey have been exposed to the best places in Europe and North
America. Tey know what a good glass o wine tastes like. We need
to react to their high expectations by establishing a philosophy based
on interaction. Te priority i s to make guests eel comortable.
A successul bar is a mix o its design and how the venue is
communicated to the market, Dizerens believes.
At Atmosphere, on the 80th oor o China World Summit
Wing in Beijing, the view is antastic when the citys pollution
doesnt get in the way. As the venue itsel is very new, the challenge
was bringing people rom the ground oor to the bar level. For
Kerry Pudong, the bar there is a brewery. We hired a proessional
Australian brewer who created a beer or the outlet. It was the right
time and right destination or the concept, and a smart, avant garde
move or Kerry Pudong.
TheBrewinKerryShanghai(piccourtesyShangri-LaInternationalbyMichaelWeber)
PhotographycourtesygreyMatters,Shangri-LaHotels&ResortsandThePeninsulaShanghai
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SalondeNinginThePeninsulaShanghai,designedbyHenryLeungofChhadaSiembiedaLeungasuccessfulhotelbarthatisadestinationinitsownright(aboveandbelow)
d E s i g n
2 AHCT Ma 2013
d E s i g n
AHCT Ma 2013 23
Schaerer Ltd., Allmendweg 8, 4528 Zuchwil, Switzerland
T +41 32 681 62 00, F +41 32 681 62 42, [email protected] www.schaerer.com
Tinking bigTe sophisticated Atmosphere, designed by New York-based Adam
ihany, has proven to be a very popular venue that is always packed
despite its relatively large size. Dubai-based Stickman designed Te
Brew to be a contemporary space in keeping with the Kerry brand.It eatures extensive use o natural materials such as wood and an
outdoor terrace to oster a un and lively vibe.
Singapore-based American architect Alan Barr is no stranger
to hotel bar design, as he worked or a number o hospitality
frms including New Yorks zedesign and Blink in Asia prior to
establishing his own company, greyMatters, earlier this year. He
is also a requent traveller who makes ample use o hotel outlets
wherever he is staying, and i s thereore a reliable critic rom both
perspectives.
He points out that as lobby lounges supersede all-day dining
restaurants or amount o time open, careul attention should be
paid to how the space transitions rom day to evening to night.
Unlike a stand-alone drinking establishment, it must cater to
many dierent types o users, Barr states. Te atmosphere not only
needs to complement the hotels attitude, but also needs to change
moods during the long hours o service. oo moody in the daytime
is a turn o and too resh in the evening is equally disturbing to a
guest settling in or a last drink.
Hotel bars o yesteryear were provided as pre and post-
dinner establishments. But today, it has a much wider audience
and expanded hours o service. Te technology all around us hasenabled us to detach rom hard wires and the need to sit at our
desks. Personally, I can set up an oce almost anywhere i I have
power and wif. Spending so much time travelling, I oten use the
hotel lounge or bar as change o scenery rom being stuck in my
room all day preparing or meeti ngs.
Barr cites Salon de Ning in Te Peninsula Shanghai, designed
by Henry Leung o Chhada Siembieda Leung, as an example o a
successul hotel bar that is a destination in its own right.
It is so o the wall and dierent rom anything else available in
the market, he says. It was gutsy o them to put a d esign o that ilk
in such a posh and refned hotel quite a rereshing juxtaposition.
A sense of balanceBarr eels that there are some key ingredients that can help contribute
to a bars success: consistent local guests who use the outlet, its own
entrance and a sense o place. Whether modern, contemporary,
classic or heritage, I eel that there should always be sense o place
that balances the concept and the design the glue that holds the
two together.
Dizerens points out that city hotels and resorts attract dierent
markets, leading to dierent designs or their bars and lounges.
Te biggest dierences are length and purpose o stay, he
states. Guests tend to stay less than two nights in a city hotel and
may go to the bar once or twice ater a long day working. Tey
know what they want, how long they have to spend and what time
they will leave.
A city hotels bar must get the service, dcor and equipment
right or everything to go smoothly. In a resort, guests stay or three
or our nights and want to be oered something dierent when they
go to the bar. Its a great opportunity to interact with them, along
with provide activities to change the atmosphere o the outlet.
While basic needs are similar, guest habits in the two
environments greatly dier, agrees Barr. Do I want to sit upright
or am I looking to lounge horizontally or a ew hours under an
umbrella? Te design must ollow the unction. Many resorts are
trending to have at least one stand-alone F&B outlet on stand aloneo the property. Tis certainly attracts outside guests and gives in-
house guests an option that eels like they arent in a hotel.
A ew projects that I have in development in Bali right now all
have stand-alone outlets. Having the appearance o an independent
drinking establishment aords guest satisaction or those looking
to venture out and keeps the revenue internal to the operation.
Non-resident guests perceive it to be a stand-alone operation. Its a
win or all sides.
osphere,onthe80thoorofChina
SummitWinginBeijing,thechallengeractpeopleupfromthegroundoor
angri-LaInternational)
Jean-MarcDizerensbelievesthatasuccessfulbarisamixof
itsdesignandhowthevenueiscommunicatedtothemarket
AlanBarrcarefulattentionshouldbepaidtohowspacetransitionsfromdaytoeveningtonight
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No international buet is complete without smoked
salmon. As a resh item it is as popular in Asian
cuisine as in that o the West. In addition, the craze
or sushi has made raw salmon increasingly sought-
ater worldwide.
Scotlands Loch Fyne started in the early 1970s as a small
company o oyster growers whose guiding principles were
environmental preservation and marine conservation. Despitemassive growth and expansion, that oundation remains the same
today.
We have certainly seen an increase in demand or salmon rom
our Asian customers, says marketing and events manager, Virginia
Sumsion, which would lead to an assumption that it is becoming
more popular, especially smoked salmon at the higher end o the
market, which is where Loch Fyne sits.
All Loch Fyne salmon is armed on the west coast o Scotland
rom fsheries working to criteria laid down by the UK Freedom
Food scheme.
We do not use wild salmon as we regard wild stocks as in
danger o being overfshed and not sustainable as a commercial
ood source, Sumsion points out.
Te principle o sustainability is extremely important to our
company and has been since our beginnings. Our stance on ethical
fshing methods has earned us customers throughout the world.
For Sumsion the overriding criterion or customers is reshness.
Te shorter the time rom harvesting to plate the resher the fsh will
be, thereore ecient and reliable routes to market are important.
Te fsh should have frm esh and little, i any, at. A good
salmon has a sleek torpedo-like shape and minimal at lines visible
in the esh, Sumsion explains.
Under the Freedom Food scheme salmon are grown in nets
or cages which have a large proportion o water to salmon, leaving
plenty o space to swim in to keep ft and healthy. Overstocking
salmon cages can lead to unhealthy, atty fsh.
Scottish Atlantic salmon has the highest reputation or quality,
says Sumsion, adding that there is now a greater understanding that
armed salmon can vary considerably in quality.
Te more discerning customers are certainly getting better
inormed and able to identiy the quality o the salmon they are
looking or.
With salmon stocks vulnerable to climate changes and health
issues, as well as being sensitive to husbandry procedures, Sumsion
says environmental concerns can have a proound eect on supply.
A ew years ago problems in the Chilean salmon industry led
to a all in supply and a rise in demand rom other sources. No-one
involved in the salmon industry can aord to ignore environmental
issues.
On the menuIncreasing awareness o the importance o healthy eating habits is
at the heart o salmons popularity today, according to Hong Kong
Regal Oriental Hotel executive sous che, Ken Chan.
Salmon has always been a staple on hotel menus, but is more
popular than ever because people nowadays are more concerned
about their health, Chan says.
When compared to other meats such as bee, pork or chicken,
salmon is healthier. It contains Omega 3 and other oils that balance
the atty acids in the body.
Chan has always used salmon resh and smoked on his
menus, with very little change over the years.
I like using the belly part as sashimi, and tartar; I like roasting
the head and tail; I use the head and bones or soup; and also deep-
ry the skin.
When buying salmon the frst thing Chan looks or is a good
colour. It has to be shiny red, and with a smooth texture. Te body
The salmon market fresh and smoked is hugelyprotable. Zara Hornerlooks at the latest trends and
environmental issues in the industry
SmokinseafoodPic:LochFyne
CuringatLochFyne
Pic:ScottishEnterprise
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www.anuga.com
Koelnmesse Pte. Ltd. | 152 Beach Road | #25-05 Gateway East
Singapore 189721 | Tel. +65 65006700 | Fax +65 62948403
Koelnmesse GmbH | Messeplatz 1 | 50679 Kln | Germany
Tel. +49 180 5 20 4220 | Fax +49 221 821-99 1010
T A S T E T H E F U T U R E
10 specialized trade shows under one roof
COLOGNE,
05.09.10.2013
stt am a a avrt t vr
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Scottish salmon leaping in to the hearts of Asian food lovers
ExportsofScottishsalmontotheFarEastareatrecord
levels,havingincreasedby1,172%inthelastthreeyears
region, Schwarz says, and is in demand rom virtually every kind
o cuisine represented here, rom Indian and Malay to Japanese and
Chinese restaurants as well as the traditional ood stalls in Singapore.
Te start o Chinese new year could not be without the popular
salmon Loh Hei and salmon sashimi is a must on every buet now.
o highlight this growing demand, Schwarz quotes latest data
rom the Norwegian Seaood Council, which says the value o
exports o Norwegian salmon in the frst quarter o this year totalled
8.2 billion krone (US$1.4 billion).
Tis is an increase o 22% or 1.5 billion krone compared to
the frst quarter o 2012, says Schwarz. In March, exports o
Norwegian salmon totalled 3 billion krone, an increase o 12% or
312 million krone compared to March last year.
Aquacultural advancesAquaculture met hods have developed at a rapid pace over t he
nearly 40 years since it began, with organisations such as the UN
emphasising its importance in supplying demand.
Trough close cooperation between scientists and fsh armers
a growing number o other species are being tested or their ability
to be armed, including cod and halibut, Schwarz explains, adding
that strict health regulations, and close saety monitoring are the
key to continued success and growth o the industry.
Norwegian fsh armers have set side more than US$18 million
annually in addition to state investments to und research and
development, he says.
Salmon are herd animals and do not want to swim alone, so
we ensure there is at least 97.5% o open water volume per pen to
allow the salmon the reedom to grow to ull size in a clean andnatural environment.
Another example o how the Norwegian aquaculture industry
constantly strives to reach new landmarks o environmental
sustainability Schwarz says is through responsible harvesting o
the wild fsh used in salmon eed.
With 75% o the Norwegian salmon sold in Southeast Asia going
to hotels, restaurants and catering, Christian Chramer, regional
director or the Norwegian Seaood Council based in Singapore,
says, For Norway the resh salmon trade is ver y important.
A majority o our resh salmon products are sold to Singapore,
Japan and China and we see a s trengthening o re sh sal es in
countries like Indonesia, Tailand and Malaysia.
Tis has given Norway a head start in the astest growing ast
ood trend in the world: sushi and sashimi.
In the early 80s Norwegian armed salmon was imported to
Japan where salmon was o limited use or raw consumption due
to at content. Norwegian salmon took o and today you can fnd
it all over the world and in growing demand.
needs to be sot, the eye colour needs to be sharp.
I preer using Norwegian salmon because its a more oily fsh,
a bigger size and has a better colour, which means its resher a
very important actor.
Chans salmon tartar is fnished with a dill lime dressing, while
he chooses a dill lime and mango dressing to accompany smoked
salmon. Another dish popular with guests is the Japanese-style
salmon steak, which is served with steamed rice and teriyaki sauce.
Down on the farmSalmon arming, or aquaculture, began in Norway in the early
1970s with the cultivation o Atlantic salmon in direct response to
the worlds growing demand or healthy seaood, says Snorre Food
general manager Hugo Ernst Schwarz.
Snorre Food is a seaood importer rom Europes largest
fshing nation, Norway. With a company mission statement which
promotes an internal culture o thinking dierently, the company
now has a wide distribution network across Asia.
Our Norwegian salmon is available throughout the APACSnorreFoodisdistributingitsNorwegiansalmonacrossAsia
Pic:LochFyne
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When the room status is occupied in the hotel property
management system, the minibar will cool to a certain temperature.
When the guest checks out, the cooling stops, until it reaches a
minimum temperature set or vacant rooms, thus cutting energy
consumption dramatically.
Bartech has produced a new 70L double-door minibar with an
automatic charging side and a manual side or the guests personal
use. Korean and Japanese guests particularly appreciate this to store
their own ood and drink, while it is also popular or those who
need to store medications, baby ood and similar items.
Bartech go one step urther with a blue welcome light that is
automatically switched on at check-in. Tis makes the minibar
immediately visible and attractive when the guest [enters] theroom, says marketing director Sophie Longevialle.
Another Bartech innovation is an e -tray that also re gisters
charges automatically when a jar o nuts or similar item is removed.
Tese come in single or double rows and the fnish can be customised
according to the hotels requirements, Longevialle adds. Bartech has
also just launched the NEO Bar with added insulation, which oers
an even lower energy consumption, points out Strijker.
Clear advantageMore and more fve-star hotels are requesting glass door minibars,
says erence Cheng, regional sales manager Lodging Asia Pacifc or
Dometic Group Asia Pacifc. Te company supplies Four Seasons,
Hyatt and Peninsula hotels, among others.
Dometic has also developed an innovative pullout minibar, the
DM 50, with two rerigerated drawers one or miniature bottles
and snacks, the other or bottles and cans. Tis design, which can
be customised to blend in with any dcor, enables the guest to see
all contents at a glance.
Teres a strong case to be made or ree minibars, especially
in small hotels without 24-hour room service, says Zul Rahman,
director o sales and maketing, 137 Pillars House, Chiang Mai.
Te ree mini bar is o course not revenue supporting or the
F&B department and its more like added value to the service. Since
we are oering ree sot drinks and beers rom minibar, guests tend
to drink more expensive wine or liquor rom our bar.
At the Regent Bali, general manager Murray Aitken adopts a
dierent rationale.
Minibars are a drain on any operation in view o manpower,
stock management and upkeep. Nowadays they can rarely be
regarded as a revenue generating cost centre, he says.
Hotels invariably stock items that are not what the guests want
but what they believe the guest will buy. In reality, most guests want
what is down at the local 7-Eleven and are not prepared to pay more
than 20% mark-up. Nowadays, guests needs have changed. Tey
demand ree internet and are prepared to stay elsewhere to get it,
and minibars are usually never opened as they know 90% o the
time they will see old stock items that have been in the ridge or
months and once touched will cost them 300% upwards what they
can get it or i they go outside the hotel and buy it.
So hotels that still eel they need to charge under the old ways
o the minibar are losing their customers aith and loyalty by not
adding value where they can. i.e. as a complimentary amenity. Tis
will never be a high demand item like ree internet, thereore it can be
used merely as a tool to add value, like providing top brand soaps.
Minibar revolutionA decade ago, during his time at Raes Singapore, Aitken took what
was then a revolutionary stand against high minibar prices. He set
a new policy o using popular, recognisable brands that could be
ound at 7-Eleven stores, marked up by only 25%.
We removed miniature spirits altogether and added more
healthy options such as resh juices. Our sales increased immediately
three-old and losses were minimised. oday, I believe the minibar
must be treated as an amenity, like soap, shampoo and toothbrush.
Tis will greatly enhance the overall room value and allow us to
compete in the market against our competitors.
wo new Hong Kong hotels opening this year have contrasting
views about their minibars. At Mira Moon, where a personalised
hotel experience is the ocal point, there will be a complimentaryminibar stocked with local sot drinks and beers and a cocktail
tray with chargeable small bottles o various liquors together with
a shaker and an original recipe that is updated regularly, says Jaly
Lai, director o sales and marketing.
Meanwhile Anne Busfeld, general manager o newly opened
Auberge Discovery Bay in Hong Kong, admits that many hoteliers
ask themselves whether a minibar makes sense when they review
the monthly fnancial perormance.
However, it is a guest expectation and thereore, we balance
o the labour and energy expense to enable us to meet our guests
expectations, she says.
Te hotel has opted or automatic billing using innovative
French brand JVD minibars, which claim to be absolutely silent
as there are no compressors or moving parts. Busfeld says the
minibars will be stocked with organic snacks and drinks as well as
Best Remedy spray and Lavender eye masks.
While the technologycontinues to advance, thethinking behind the role ofthe minibar is also evolving,reportsJane Ram
he minibar concept did not really take o until 1974,
when the then gener al manager o the 840-roo m
Hong Kong Hilton installed rerigerators stocked with
alcoholic and sot drinks in all rooms. A new revenue
stream arrived almost overnight and the minibar became an essential
item in every hotel room around the world.
Recently, however, many hotel markets acing overbuilding,
high levels o competition and declining yield have increasingly
viewed minibars as a fnancial burden. As a result many hotel rooms,
especially in North America and Europe, have no rerigerator, or
just an empty one.
Now the wheel is turning again as new technology and new
thinking combine to give the minibar a new lease o lie. Indel Bhas put considerable resources into the development o their newest
product line: K ECOSMAR. Tese A+++ compressor minibars are
purpose-designed or hotel rooms be ing eco-riendly, money saving
and ultra-quiet, says Sara Berardi, Indel Bs marketing manager.
At the same time minibar design has been overhauled, says the
companys export area manager Far East, North Arica, France,
Matteo Bartolini. Sleek glass doors make the contents more
immediately attractive, enticing guests to eel like having a drink
or a snack.
Automatic technology has become more widely used to save
energy and manpower and pre-empt disputes at checkout time as
to what was or was not consumed. Bartechs Computerised Energy
Saving System decreases energy costs by 50% and can reduce sta
costs by 75%, allowing hotels to reduce power used by their minibars
according to the occupancy status o the room, says Jan Willem
Strijker, Bartechs managing director, Asia Pacifc.
sCvc
BartechC32automaticminibarwithfrostedglassdoorandwelcomelight
Bartechse-trayregisterscharges
automaticallywhenajarofnutsorsimilar
itemisremoved
IndelBproducesminibarswhichare
purpose-designedforhotelroomsbeingeco-friendly,money-
savingandultra-quiet
DometicsDM50innovativepulloutminibarcanbecustomisedtoblend
inwithanydcor,andenablestheguesttoseeallcontentsataglance
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While the wine trade in Asia can
appear divided on the topic
o American fne wine, some
producers have been excelling in the inexact
art o separating the good stu rom the
merely mundane, thus exploding the old
clich that these wines are one-dimensional,
overpriced ruit bombs.
he market l eader by r eg ionis unquestionably Caliornia and the
numbers speak or themselves American
wine exports grew in 20 12 or the thi rd
consecutive year, setting a record o
US$1.43 billion in revenue, according to a
February 2013 report rom the San
Francisco-based Wine Institute, which
noted that 90% o these exports hailed
rom Caliornia.
Volume shi pme nts rea ched 424 .6
million litres (112.2 million cases o wine)
while traction at retail in Asia saw signifcant
growth in China, sales reached US$74
million in 2012, up 18% rom the previous
year, and two emerging markets also saw
notable improvements, with South Korea
up 26% at US$16 million and Vietnam up
22% at US$27 million.
Most o the glamour goes to one
particular area Napa Valley, located a
two-hour drive north o San Francisco. Te
vineyards produce only 4% o all Caliornia
wine rom a total acreage one-eighth the
size o Bordeaux yet the wine i ndustry thereaccounts or one-third o all wine sold in
the US (currently the ourth-biggest wine
producing nation ater France, Italy and
Spain) and exerts an economic impact o
US$13 billion annually.
Napa is most amous or some iconic
names the hyper-expensive Screaming
Eagle (starting at US$750 a bottle) and
Harlan Estate (US$500 a bottle) yet
there are better-known, marginally more
aordable names such as Joseph Phelps
Vineyards, with its agship wine Insignia,
o which 15% o its total production is
exported (a third o this to Asia, with Hong
Kong being the ourth-largest market).
Wine writer and
former California
resident Gerrie
Limsays Asian
sommeliers shouldreconsider Napa
Valley through the
resonance of its new
red wines
The best areas of production can producewines with as much nesse and elegance asother high quality production areas. In acool vintage, telling a good Napa Cabernetfrom a ripe year, left-bank Medoc CruClass can actually be difcult
Fongyee Walker, Dragon Phoenix Wine Consulting
Te cult oCaliornian
Cabernet
he Napa Valley company hit the
jackpot in 2005 when its 2002 vintage o
Insignia was declared Wine o the Year by
Wine Spectator magazine, and the current
2009 release scored 95 points with Robert
Parkers Te Wine Advocate.
Image overhaulWines such as Insignia have helped jettison
the relatively poor image Caliornian wine
once had. Tis is even more so the case now,
given the newer vintages o the so-called
Cult Cabernets, handcrated in small
quantities. One example is a new wine called
Gallica, rom St Helena in Napa Valley,
whose frst vintage was 2007. Te current
release is a 2009 Cabernet Sauvignon, o
which only 407 cases were made.
I am indeed thought o as making
wines that are balanced and restrained,
noted its winemaker, Rosemary Cakebread,
ater reviews praised the wines aromatic
reshness and det inesse. 2009 was a
cool year so its typical o what I strive to
make. Its layered with cardamom, dried
cranberry and black tea, and a pleasure to
drink early because o its ruit intensity but
also designed to age graceully.
New wines such as Gallica are
emblematic o where things are going, since
this 2009 vintage retails in Hong Kong at
HK$1,128 a bottle (US$145).
Tis is a boutique wine, made in smallvolumes and we have a limited allocation,
noted Matthew Aylmer, marketing director
at its importer Kerry Wines in Hong Kong.
Tere was a perception a ew years
ago that Caliornia wines were overpriced
but now, looking at a wine like Gallica
and the general consensus on its quality, I
think the pricing is very good. Our target
customers are people on-trade and our
private customers buying o our website,
and were also looking at small independent
retail stores. We even consider it to be
markedly better than Beringer Private
Reserve.
Competing in that same price bracket
and arguably the collectors benchmark
wine, Beringer Private Reserve has b een
the agship wine o Napa Valleys Beringer
Vineyards or the past 30 ye ars and is a
complex wine blended rom grapes rom
seven separate blocks and produced only in
years o acceptable harvest.
More pleaseDue to high demand and low production,we can never get enough supply, notes
Cress ida Barnes, the wines brand
ambassador or Hong Kong and Macau.
Our ocus has always been to build the
top end o our wines including the Private
Reserve which truly exemplifes the high
quality o Napa Valley. Our marketing
ocus is on letting customers know about
their success, particularly with Robert
Parker having scored every Beringer Private
Reserve Cabernet 90-plus points or the last
15 vintages.
Due to the small size o Napa Valley,
the price points on shel or the better
JosephPhelpsVineyardsexports15%ofitsagshipwineInsignia,
withathirdofthisgoingtoAsia
ImporterWineCulturesaysexportstoChinaofqualityCalifornianwines,suchasitsWaterstone
label,hasgrownby42%
StHelenainNapaValley
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quality wines are extremely good value or
money, she adds. We are pleased that our
astest-growing range o Beringer wines
comes rom the Napa Valley and the Knights
Valley in Sonoma, where they are starting
to enjoy a cult ollowing at both retail and
on-premise.
Tere is, in other words, an unequivocal
consensus in terms o their value proposition,
because enjoyment is oten commensurate
with price. Te same has been said or other
such Napa Valley producers (Stags Leap,
Colgin Cellars, and Clos du Val or example)
and this recognition has gradually moved
north o the border.
Te interest in Caliornian wines is
certainly on the increase here, observed
Cli See, managing director in China
o wine importer Wine Culture, whose
Shanghai oce is the exclusive distributor
o two respected Caliornia brands, Bogle
and Waterstone. Given time, I think some
o the cult status brands will no doubt gain
recognition.
He spoke in light o the recent sotening
o the Bordeaux market in China and the
resh respect paid since one year ago, when
it was reported that American wine exports
to China had grown by 42% rom the
previous year.
In February 2012, an Associated Press
report said that lower quality Caliornia
appellation wines have sold well to middle
class consumers in recent years, but the
increasing demand or top quality vintages
is evidence o Chinas growing upper class.
Tis has also quashed the old argument
about overpriced wines.
Mid-priced wines are troublesome
price-wise or all countries and not just the
US, and Caliornia is actually better o
than the Australians, who are now suering
rom bad exchange rates, said Beijing-based
wine educator Fongyee Walker rom Dragon
Phoenix Wine Consulting, ater a recent trip
to Napa Valley.
Most peoples perception o ine
Caliornia wine is ar too simplistic. Te
best areas o production can produce wines
with as much fnesse and elegance as other
high quality production areas. In a cool
vintage, telling a good Napa Cabernet rom
a ripe year, let-bank Medoc Cru Class can
actually be dicult.
ell that to the at cats who persist in
paying the requisite renminbi or their
Chateaux Laite and Latour, hoping to
impress their business associates. For those
appreciative o fne wines with real staying
power, all roads now lead to Caliornia.
RosemaryCakebread,Gallicaownerandwinemaker
NewwinessuchasGallica
areleadingthewayforqualityCalifornianCultCabernets
d r i n k
4 AHCT Ma 2013
ShowcaveMade in France
For a free brochure containing full detail,
please contact:
Alpha International Food Services
909, Chai Wan Industrial City, Phase 2,
70 Wing Tai Road, Chai Wan, Hong Kong.
Tel: (852) 2889 2123 Fax: (852) 2889 1757
http://www.eurocave-alpha.com
Email: [email protected]
Combining high quality, luxury materials,
ShowCave has given the wine cabinet a
facelift. Innovative, with a capacity for 180
bottles, it boasts high-tech features and a
bold design.
Designed to showcase your best vintages,
ShowCave will appeal to both wine
professionals and connoisseurs.
Soluons for merchandising & the service of wineSoluons for merchandising & the service of wine
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AHCT Ma 2013 AHCT Ma 2013 37
designs to merge traditional Tai dress with the sharp lines o
French tailoring.
And its been a hit with the sta. Tey eel proud and happy
with their uniorms. Moreover, all sta also eel their uniorms are
trendy and unique, which they cannot fnd in any other place.
Each sta member is given three styles o their uniorm whichthey may wear as they p reer, without any rules to control them.
All ront o house uniorms have be en designed by Christian
Lacroix; restaurant sta also rotate uniorms designed locally while
sales, marketing and accounting sta do not have uniorms.
We took great care with the production o the uniorms,
hayartsuwan says. he abric was one o the important
considerations as we needed to print the Lacroix designs on the
abric, thereore, we had to choose abric which has a long duration,
and is easy to look ater.
Basic is beautifulWhile some o the most basic uniorms are o course to be ound in
the kitchen, im Grubi, managing director at uniorm manuacturer
Global Che makes the point that ches can be very dierent,
highlighting our categories.
Tere are the proessional style ches V and personality
Z