TRAVEL AWARDS 2019 A celebration of Asia's most outstanding travel and tourism industry stars
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MCI (P) 081/05/2019
PPS1883/02/2017(025623)
TRAVEL
AWARDS
2019
A celebration of Asia’s
most outstanding travel and
tourism industry stars
E-Graphics Singapore Pte Ltd
991A Alexandra Road #01-07 Singapore 119969 NC
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991A Alexandra Road #01-07 Singapore 119969
t +65 6603 4444 f +65 6224 0553
E-Graphics Singapore Pte Ltd
991A Alexandra Road #01-07 Singapore 119969
t +65 6603 4444 f +65 6224 0553
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THANK YOU FOR YOUR
SUPPORT IN VOTING US
MOST INNOVATIVE HOTEL
(ASIA-PACIFIC )
A sincere thank you to all travel professionals and business partners
who voted for us and for your continued support.
We couldn’t have done it without you.
BE IMMERSED IN A UNIQUE AND WELCOMING DESTINATION
One Farrer Hotel, an Award-winning Total Lifestyle Enviroment
1 Farrer Park Station Road, Singapore 217562 T (+65) 6363 0101 E enquiry@onefarrer.com W onefarrer.com
2 TTG TRAVEL AWARDS 2019 SPECIAL EDITION
Thirty years of
stellar achievements
T
his year’s TTG Travel Awards commemorated 86 exceptional
travel and tourism players across Asia-Pacific at its joyous 30th
anniversary Awards Ceremony and Gala Dinner, which was once
again held in Bangkok at Centara Grand at CentralWorld, the official
venue sponsor for the event.
This year saw the debut of seven new awards, with the bulk of the new
titles being in the Travel Services Awards category. The prestigious Desti-
nation of the Year award, previously an Outstanding Achievement Award
in the non-voting category, has been classified as open voting. Other
debuting awards included Best Luxury Cruise Line, Best River Cruise
Line and Best Travel Technology Provider.
For 20 recipients, it was a gratifying moment to take home the
esteemed Hermès trophy for the first time.
The most anticipated award category of the night, the Outstanding
Achievement Awards, was the only non-voting category. Winners
of this category were personally selected by TTG’s editorial team for
their remarkable contributions to the industry. This year’s winners
included Mario Hardy, CEO of Pacific Asia Travel Association (PATA)
for Travel Personality of the Year and Discova for Most Sustainable
Travel Company.
The esteemed TTG Travel Hall of Fame welcomed two new induct-
ees, Best Western Hotels & Resorts (Best Mid-Range Hotel Brand) and
Travelport (Best GDS), this year. A feat not easily achieved as inductees
must fulfil the criteria of staying best in their class for at least 10 con-
secutive years before being inducted. The new additions brings the total
number of honoraries inducted to 19.
TTG Asia Media congratulates all winners and wishes them the very
best for the year ahead!
BLKJ191117_Scoot_TTG Print Ad_380x260mm (HR).pdf 1 31/10/19 5:09 PM
4 TTG TRAVEL AWARDS 2019 SPECIAL EDITION
List of Winners
The full list of winners in the 30th TTG Travel Awards
OUTSTANDING • Best Car Rental Company • Best City Hotel - Singapore
ACHIEVEMENT AWARDS Avis Budget Group Mandarin Orchard Singapore
• Travel Personality Of The Year • Best Travel Technology Provider • Best City Hotel - Taipei
Mario Hardy Zumata Grand Hyatt Taipei
• Travel Entrepreneur of the Year • Best New City Hotel
Jim Qian HOTEL CHAIN AWARDS Rosewood Hong Kong
• Most Sustainable Travel Company • Best Airport Hotel
• Best Global Hotel Chain
Discova Crowne Plaza Changi Airport
AccorHotels
• Best Regional Hotel Chain
TRAVEL HALL OF FAME Pan Pacific Hotels Group RESORTS – INDIVIDUAL
• Banyan Tree Spa • Best Local Hotel Chain PROPERTY AND SERVICED
• Best Western Hotels & Resorts Harbour Plaza Hotels & Resorts RESIDENCES AWARDS
• Hertz Asia Pacific • Best Hotel Representation Company • Best Beach Resort
Preferred Hotels & Resorts Four Seasons Resort, The Nam Hai,
• Hong Kong International Airport
• Best Luxury Hotel Brand Hoi An
• Lotte Tour
Shangri-La Hotels & Resorts • Best Integrated Resort
• Qatar Airways Resorts World Sentosa
• Best Mid-Range Hotel Brand
• Raffles Hotel Singapore • Best Serviced Residence Operator
Dorsett Hospitality International
• Regal Airport Hotel Frasers Hospitality
• Best Budget Hotel Brand
• Royal Caribbean International ibis • Best Serviced Residence
• Royal Cliff Hotels Group (Property Level)
• Royal Plaza on Scotts Oakwood Premier OUE Singapore
• Sabre Asia Pacific HOTELS – INDIVIDUAL
• SilkAir PROPERTY AWARDS
AIRLINE AWARDS
• Singapore Airlines • Best Luxury Hotel
The Peninsula Hong Kong • Best Full Service Carrier
• Singapore Changi Airport Singapore Airlines
• Star Cruises • Best Mid-Range Hotel
Ramada by Wyndham Singapore At • Best Airline - Business Class TRAVEL AGENCY AWARDS
• Thai Airways International Qatar Airways
Zhongshan Park • Best Travel Agency - Chinese Taipei
• Thailand Convention & • Best Inflight Service
• Best Budget Hotel Phoenix Tours International
Exhibition Bureau Cathay Pacific Airways
Holiday Inn Express • Best Travel Agency - Hong Kong
• Travelport • Best Boutique Airline
Bangkok Sathorn Westminister Travel
• Best Independent Hotel THAI Smile Airways • Best Travel Agency - India
TRAVEL SERVICES One Farrer Hotel • Best Airline Connectivity Thomas Cook (India)
AWARDS • Best Boutique Hotel Emirates • Best Travel Agency - Indonesia
• Best Airport Operator Awarta Nusa Dua Resort & Villas • Best Low-Cost Carrier Panorama Destination Indonesia
Changi Airport Group • Best City Hotel - Bangkok Scoot • Best Travel Agency - Japan
• Best Airport Lounge Operator Grand Hyatt Erawan Bangkok JTB Corp.
Plaza Premium Group • Best City Hotel - Hanoi/Ho Chi BT-MICE AWARDS • Best Travel Agency - Malaysia
• Best NTO Minh City • Best Business Hotel Mitra Tours & Travel
Tourism Authority of Thailand Sofitel Legend Metropole Hanoi Bangkok Marriott Marquis • Best Travel Agency - Singapore
• Best Tour Operator • Best City Hotel - Hong Kong Queen’s Park Chan Brothers Travel
The Travel Corporation The Murray, Hong Kong • Best Meetings & Conventions Hotel • Best Travel Agency - South Korea
• Destination of the Year A Niccolo Hotel Centara Grand & Bangkok Hanjin Travel Service
Bali, Indonesia • Best City Hotel - Jakarta Convention Centre at CentralWorld • Best Travel Agency - Thailand
• Best Theme Attraction Operator Mandarin Oriental, Jakarta • Best BT-MICE City Diethelm Travel Group
Wildlife Reserves Singapore • Best City Hotel - Kuala Lumpur Singapore • Best Travel Agency - The Philippines
• Best Cruise Line W Kuala Lumpur • Best Convention & Exhibition Centre Rajah Travel Corporation
Royal Caribbean International • Best City Hotel - Macao Sands Expo and Convention Centre • Best Travel Agency - Vietnam
• Best Luxury Cruise Line The Parisian Macao at Marina Bay Sands TST tourist
Dream Cruises • Best City Hotel - Manila • Best Convention & Exhibition Bureau • Best Corporate Travel Agency
• Best River Cruise Line Shangri-La at the Fort, Manila MEET Taiwan CWT
Uniworld Boutique River • Best City Hotel - Seoul • Best Events Technology Provider • Best Online Travel Agency
Cruise Collection JW Marriott Hotel Seoul Cvent Ctrip
Chimmy Tsui Publisher and Head Integrated Solutions (China) TTG ASIA MEDIA
(chimmy.tsui@ttgasia.com) Darren Ng Managing Director (darren.ng@ttgasia.com)
Ar-lene Lee Senior Business Manager (arlene.lee@ttgasia.com)
Jonathan Yap Senior Business Manager (jonathan.yap@ttgasia.com) OFFICES
EDITORIAL SINGAPORE
Karen Yue Group Editor (karen.yue@ttgasia.com) Shirley Tan Senior Business Manager (shirley.tan@ttgasia.com)
1 Science Park Road #04-07 The Capricorn,
Xinyi Liang-Pholsena Editor, TTG Asia (liang.xinyi@ttgasia.com) Cheryl Tan Corporate Marketing Manager Singapore Science Park II, Singapore 117528
Patricia Rozario Copy Editor (patricia@ttgasia.com) (cheryl.tan@ttgasia.com) Tel: (65) 6395-7575 Fax: (65) 6536-0896
S Puvaneswary Editor, Malaysia/Brunei (puvanes@ttgasia.com) Jade Ye Marketing Executive traveltradesales@ttgasia.com; www.ttgasia.com
(jade.ye@ttgasia.com)
Mimi Hudoyo Editor, Indonesia (idmfasia@cbn.net.id)
Delia Ng Digital Marketing Strategist HONG KONG
Kenneth Goh Assistant Editor, TTG Content Lab (delia.ng@ttgasia.com) 8/F, E168, 166-168 Des Voeux Road Central,
(kenneth.goh@ttgasia.com) Cheryl Lim Advertisement Administration Manager Sheung Wan, Hong Kong
Pamela Chow Reporter, Singapore (pamela.chow@ttgasia.com) (cheryl.lim@ttgasia.com) Tel: (852) 2237-7288 Fax: (852) 2237-7227
Rachel AJ Lee Sub Editor (rachel.lee@ttgasia.com) Carol Cheng Manager Administration and Marketing
Cheryl Ong Sub Editor (cheryl.ong@ttgasia.com) (carol.cheng@ttgasia.com)
The TTG Travel Awards 2019 supplement is published by
Redmond Sia, Goh Meng Yong Creative Designers TTG Travel Trade Publishing, a business group of TTG Asia Media Pte Ltd.
Lina Tan Editorial Assistant PUBLISHING SERVICES It is mailed free on written request to readers who meet predetermined
Jonathan Wan Head, Operational Support Services criteria. Paid subscriptions are available to those who do not meet the
SALES & MARKETING Kun Swee Qi Publishing Services Executive criteria. Annual airmail subscriptions are US$180 to Asia and
Pierre Quek Publisher and Head Integrated Solutions Nur Hazirah Web Executive US$199 elsewhere. Cover price US$5.
(pierre.quek@ttgasia.com) Katherine Leong Circulation Executive MCI (P) 081/05/2019 • PPS 1883/02/2017(025623)
Thank you
for making us the
Best Budget Hotel Brand
ibis.com
accorhotels.com
ibis, Winner of the Best Budget Hotel Brand – TTG Travel Awards 2019
More than 2,300 hotels worldwide
6 TTG TRAVEL AWARDS 2019 SPECIAL EDITION
Outstanding
Achievement Awards
The people who are crazy enough to think they can
change the world, are the ones who do.
– Steve Jobs
Travel Personality of the Year
Mario Hardy
What does this award mean to you and who do you want to share it with?
I’ve been fortunate to do quite well in business and I have over the years gained a repu-
tation for being the guy that gets called to help save a business in distress. However, be-
ing associated with PATA has given me an enormous sense of purpose and this award
gives meaning to the hard work that my team and I have done to revitalise this great
organisation. I’m fortunate to work with an exceptional team that are 200% dedicated
to PATA’s mission of developing tourism sustainably and responsibly and I share this
award with each one of them.
What motivates you to excel in all that you do?
Motivation comes when you find your “true purpose”, that sense of knowing that your
actions are making a positive difference in people’s lives.
What advice would you give to the next generation of tourism professionals who desire
success in this trade?
To be successful in any trade, you need to believe in the mission and be passionate.
Mario Hardy
CEO, Pacific Asia Travel Association (PATA)
Most Sustainable Travel Company
Discova
What does this award mean to you and who do you want to share it with?
We are very proud to receive this award. Discova Asia (formerly Buffalo Tours) has
always been passionate about sustainable tourism and responsible travel. Across all our
operations and touring activities, we proactively ensure that we minimise our environ-
mental impact and add value to the local economies and communities that we live and
operate in.
This award is a testament to the efforts of our Responsible Travel Working Group
and champions who work across our key pillars of sustainability – animal welfare,
environmental protection, human trafficking and child protection, social enterprise
and community empowerment.
What motivates you to excel in all that you do?
The difference we can make to the lives of others not just today but for future genera-
tions. Ninety-five per cent of our people are local. They have grown up in the com-
munities we operate in, so we feel a deep connection and commitment to them, their
families and communities. As with anything worth doing, it should be done well so the
effort is not in vain.
What advice would you give to the next generation of tourism professionals who desire
success in this trade?
This is a tough trade, be passionate about travel and be clear about what it means to
you. At Discova, we believe our purpose is to connect people and places with a world
of possibilities. Having a strong purpose is important because success in travel does
not come easily – we work in a highly dynamic and super competitive industry. My
advice for success is to always put the customer first, have the courage to break away Suyin Lee
from convention and create something that is sustainable. Managing director, Asia, Discova
Marina Bay Sands Layout/Artwork Approval
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THANK YOU
FROM MARINA BAY SANDS
Awarded Best Convention & Exhibition Centre
for the 3rd Consecutive Year
We appreciate your continuous support and we’re excited to continue
creating even more world-class experiences for you.
As Asia’s leading destination for business, leisure and entertainment,
Marina Bay Sands ® is home to multiple unique and vibrant venues
which are perfect for every occasion.
From luxurious rooms and suites, extensive and flexible event spaces,
sumptuous dining, exciting entertainment to the finest in retail,
discover everything you need all under one roof, all within reach.
Find out more
MarinaBaySands.com/MICE8 TTG TRAVEL AWARDS 2019 SPECIAL EDITION
Travel Hall of Fame
Don’t be afraid to give up the good to go for the great.
– J D Rockerfeller
Best Western Hotels & Resorts Singapore Changi Airport
Olivier Berrivin Lee Ching Wern
Managing director, international Associate general manager,
operations – Asia airport operations management,
Best Western Hotels & Resorts Changi Airport Group
What is the most impressive achievement for your company this year? What is the most impressive achievement for your company this year?
Our acquisition of the WorldHotels Group in February 2019 gave Best The launch of Jewel Changi Airport (Jewel). Changi Airport Group (CAG)
Western Hotels & Resorts (BWH) the opportunity to enter the upscale and set out to transform the airport from being just an air transport node to a
luxury segments, thus expanding our collection to a full range of 16 brands destination in itself.
covering every sector of the market, from economy all the way up to luxury. The expansion of Terminal 1 to increase handling capacity and the re-
development of the open-air carpark in front of the terminal were catalysts
It is often said that an organisation is only as strong as its people. What invest- for CAG to build a mixed-use development located centrally within the
ments have your company made in talent development this year? Changi Airport complex. With its iconic architecture, lush indoor gardens,
We pride ourselves on providing world-class service, so our team is a key one-of-a-kind attractions, and unique shopping and dining options, Jewel
component of our success. BWH’s most significant investment this year is is a multi-dimensional lifestyle destination for Singapore residents and
in Covey, a global leadership training programme that will allow us to instil international travellers to enjoy.
our team with a consistent set of leadership values and competencies. An-
other strong element of our HR and training programme is ICARE, which It is often said that an organisation is only as strong as its people. What invest-
focuses on empowering hotel teams to deliver service excellence. ments have your company made in talent development this year?
BWIU is our global online training programme with courses for team CAG places great emphasis on leadership development, to strengthen the
members in all departments. Last but not least, we constantly invite capabilities of people managers and leaders across all levels to grow their
our senior leaders from around the globe to our conventions and interna- teams and deepen engagement. As we work with increasing ambiguity and
tional meetings each year, a large component of which is education- at an accelerated pace of change, we continue to develop new competencies
and training-focused so we can also benefit from outsiders’ input and and mindsets across CAG, to build greater agility to take on the challenges
improve accordingly. of the changing operating environment.
What can your trade partners and customers look forward to in doing business What can your trade partners and customers look forward to in doing business
with you in 2020? with you in 2020?
We expect to have a much stronger presence in Asia-Pacific following the The opening of Jewel Changi Airport in April this year presents opportuni-
WorldHotels acquisition, which will translate into a larger team and a new ties for us to feature Jewel offerings in tour itineraries and packages. We
office in Singapore. will work closely with our trade partners and continue to explore new and
Our regional focus remains on brand development, strengthening our innovative marketing initiatives. – Dennis Yim, director, corporate &
position in the midscale segment, providing stronger sales and marketing marketing communications, Changi Airport Group
support to our managed and franchised properties, forging new alliances
with global partners and continuing to innovate in order to meet the ex-
pectations of today’s customers.10 TTG TRAVEL AWARDS 2019 SPECIAL EDITION
Travel Hall of Fame
SilkAir Thailand Royal Caribbean
Convention & International
Exhibition Bureau
Foo Chai Woo Chiruit Isarangkun Na Ayuthaya Angie Stephen
Chief executive, President, Managing director, Asia Pacific
SilkAir Thailand Convention & Exhibition Bureau Royal Caribbean Cruises
What is the most impressive achievement for your What is the most impressive achievement for your What is the most impressive achievement for your
company this year? organisation this year? company this year?
In 2019, SilkAir continued to commit itself to Since eight years ago, Thailand Convention & This year is Royal Caribbean International’s
delivering enjoyable and reliable travel experi- Exhibition Bureau (TCEB) has supported other Double Quantum Year, first marked by the ar-
ences for customers. On the network front, provinces, apart from Bangkok, to become what rival of the new Spectrum of the Seas in Asia in
SilkAir launched flights to Busan in May 2019, we call MICE Cities. We have been able to secure May. This ship has not only taken over the title
its first South Korean destination, paving the way the cooperation of Chiang Mai, Phuket, Pat- of Asia’s largest and most revolutionary ship,
for greater connectivity for travellers between taya and Khon Kaen in the areas of marketing, she has also wowed guests with her first-at-
Singapore and South Korea. promotion and development which have enabled sea attractions such as SkyPad, the VR bungee
SilkAir also announced it will undergo a sig- them to cater to MICE travellers. trampoline experience, AR games and the
nificant product upgrade as part of a multi-year Since then we have been widening the scope two-deck Ultimate Family Suite which comes
programme which will ultimately see it merged of destination development into Area-Based with an indoor slide. This is coupled with the
into its parent airline, Singapore Airlines (SIA). Sections, providing budget, manpower, promo- new six-month season of sister ship Quantum of
The merger will eventually encompass a full re- tion and development plans for other potential the Seas in South-east Asia, the longest ever for a
branding of SilkAir as SIA, with the repainting of provinces such as Hat Yai, Chiang Rai and Udon Quantum Class ship here.
aircraft and adoption of SIA’s service delivery. Thani to upgrade their facilities, services and
venue standards under the TCEB-initiated Thai- It is often said that an organisation is only as
It is often said that an organisation is only as land MICE Venue Standard. strong as its people. What investments have your
strong as its people. What investments have your company made in talent development this year?
company made in talent development this year? It is often said that an organisation is only as Over the past year, Royal Caribbean’s efforts were
SilkAir’s people development efforts are in line strong as its people. What investments have your focused on elevating the way we prepare our
with the SIA Group’s banner of “Inspiring Pas- company made in talent development this year? workforce for life at sea.
sion in People”, a key pillar of the SIA Transfor- We have partnered SEAC (Southeast Asia Approximately 80 per cent of shipboard roles
mation Vision. Center), one of the leading human resources over the next three years will have access to more
We believe that people are our greatest asset, development agencies in Asia, to introduce their mobile-enabled micro-learning modules, which
and in 2019, we continued to increase oppor- YourNextU programme for TCEB’s manpower. increases job skills proficiency and improves
tunities for personal growth and development, The focus of the programme is the development on the speed our crew learn. A full suite of over
build capabilities necessary for a future-ready of mindsets and skillsets which is important for 1,000 learning modules will be made available to
workforce, and enhance the overall employee staff at every level. Business management, digital all crew.
experience for the SIA Group as a whole. marketing, data analysis and AI are core knowl- As for our shoreside employees, we have
With the aim of engaging and inspiring em- edge areas we are concentrating on. started offering them access to LinkedIn Learn-
ployees, SIA held a Learning & Innovation ing for personal development.
for Everyone (LIFE) event in January 2019, What can your trade partners and customers look
showcasing innovative ideas and applications of forward to in doing business with you in 2019? What can your trade partners and customers look
new technology along with inspiring talks from We value our clients’ needs and are aware of forward to in doing business with you in 2020?
guest speakers. their shifting demands, always looking for new, In addition to Quantum of the Seas in South-east
innovative, refreshing, exclusive and once-in-a Asia, 2020 offers more amplified experiences in
What can your trade partners and customers look lifetime experiences. Asia and beyond for Royal Caribbean’s guests,
forward to in doing business with you in 2020? One particular area we are focusing on is sus- with the revamped Voyager of the Seas and Allure
SilkAir remains committed to consistently tainability. This year, 2019, will be the first year of the Seas.
improving itself, ensuring quality services and we are transforming sustainable practices, which Voyager of the Seas will be back in Singapore
offerings amid competition and changing land- we have been introducing to the industry for the for 13 more sailings next May and June along
scapes. We will continue to strive for excellence past five years, into one criterion in providing with her newly added thrills, the Perfect Storm
and endeavour to make each customer’s journey support to MICE groups. waterslides duo, ‘Battle for Planet Z’ Laser Tag
“A Joy to Fly”. Our aim is to be a leader in proving that busi- game and more. Allure of the Seas, one of the
ness events, a usually large consumer of resourc- world’s largest, will kick-start her Mediterranean
es, can generate positive economic and social summer season with new features like the Ulti-
impacts through their sustainable practices. mate Abyss world’s tallest slide and Music Hall.RC TTG MICE Nov FPFC 380Hx260Wmm HighRes.pdf 1 4/10/19 1:14 PM C M Y CM MY CY CMY K
12 TTG TRAVEL AWARDS 2019 SPECIAL EDITION
Travel Hall of Fame
Royal Plaza Royal Cliff Hotels Lotte Tour
on Scotts Group
Patrick Fiat Vitanart Vathanakul Harry Baek
General manager and chief experience officer (CEO), CEO, CEO & president,
Royal Plaza on Scotts Royal Cliff Hotels Group and PEACH Lotte Tour
What is the most impressive achievement for your What is the most impressive achievement for your What is the most impressive achievement for your
company this year? company this year? company this year?
Royal Plaza on Scotts Singapore welcomed guests In terms of awards, it would be winning the In April, Lotte Tour’s charter cruise opened its
after the completion of a major renovation. TripAdvisor Traveller’s Choice Award for the door to coincide with the opening of Incheon
Guests can look out for the pops of colours seventh time, attaining the G-Green Gold Level Cruise Terminal. This year, which is the 10th
and accents of local heritage around the hotel. award for environmental efforts and responsi- anniversary of our charter cruise operation, we
Wall pieces of Singapore’s old shophouses add a ble tourism and continuing to receive the TTG operated a total of five cruises.
nostalgic yet contemporary graphic element to Travel Hall of Fame after many consecutive years. Moreover, as a result of improved service qual-
the scheme. Spot Asian and local touches added In terms of our renovation projects, we have ity and customer satisfaction, we won the Korea
by inspiring artists and soak in the culture successfully renovated the Royal Cliff Beach Service Grand Prix’s grand prize in the travel
as their works celebrate the rich heritage of Hotel working alongside a top architect and sector for four years in a row. By developing
the region. designer. Through our efforts to continually new products and improving customer service,
strive for excellence, our MICE conversion rate is we will keep on striving to become a trusted
It is often said that an organisation is only as higher than last year by 20 per cent. Finally, our travel agency.
strong as its people. What investments have your sports club will be hosting the most prestigious
company made in talent development this year? ITF senior Tennis Championship in November. It is often said that an organisation is only as
With the overhaul of the hardware, the heart- strong as its people. What investments have your
ware of the brand has also been enhanced. We It is often said that an organisation is only as company made in talent development this year?
refreshed our brand values to “C.O.L.O.U.R.S” strong as its people. What investments have your To improve our work performance, we hold
(Creativity, Ownership, Lovable, Opportunity, company made in talent development this year? training sessions for employees. It is not just
Unexpected, Real and Sincerity) that helps Chief Developing our people is always on top of our simple training, we collect feedback from staff
Experience Officers (CEOs)* build experiences agenda. For our sales and marketing team, we and apply them to the next training session.
that deliver the brand’s new tagline “Colour have invested in hiring a coach to help improve We recently held a psychological therapy
Your Day”. teamwork via teambuilding exercises. We have programme for employees called ‘Goodbye
Royal Plaza on Scotts also believes in treating enrolled our people in sales and marketing Complaint’ which they rated as being highly
CEOs as guests as the adage goes: “Happy staff workshops which include going abroad. We have satisfying. We believe that employees’ happiness
makes happy guests”. One of the investments the hired trainers to conduct classes for learning brings about good quality of service and leads to
hotel has made for the CEOs include a newly- English communication skills, business etiquette, customers’ satisfaction. Thus, we are planning to
renovated dining area – Flavours. The space was hospitality training and appropriate food and invest in talent development.
named by CEOs and incorporates lifestyle touch- beverage service. We have worked with one of the
es such as warm wood tones, a brand new Italian best mixologists so our bartenders are updated What can your trade partners and customers look
coffee machine and powerpoints for charging on their knowledge of their craft. We have also forward to in doing business with you in 2020?
mobile devices (as the CEOs get recharged too). developed a Performance Factor Index which Lotte Tour keeps developing new regions and
*Chief Experience Officers (CEOs) refer to is tied to the online/offline feedback from our products to meet customers’ needs. We have been
talents of Royal Plaza on Scotts, as every talent guests. The system allows different departments operating charter cruises for 10 years now, and
plays a key role. Each touch point is significant to to learn and measure how well they are looking also have a special charter plane which flies to
the guests’ experiences. after our guests. Finally, the senior management various regions such as Cairo, Amman, Santiago,
continually finds ways to test and evaluate the Hokkaido, Oakland and Zhangjiajie.
What can your trade partners and customers look performance of each staff and provide coaching Lotte Tour is strengthening its competitiveness
forward to in doing business with you in 2020? for them to improve. by providing differentiated travel products and a
Royal Plaza on Scotts looks forward to an high quality of service.
even more exciting year for Singapore’s tour- What can your trade partners and customers look
ism industry with new world-class attractions forward to in doing business with you in 2020?
opening up and events, such as Formula E and We have just signed a contract to partner with
gamescom, coming in to welcome more inter- a leading networking equipment and software
national visitors. The hotel will work even more company. By the end of this year, Royal Cliff can
closely with business partners to tap on emerg- confidently say that our wifi technology will be
ing opportunities and engage guests to deliver the fastest and most reliable in comparison to
authentic and personal experiences. other five-star hotels. We have also upgraded
other technological infrastructures to make our
MICE events extraordinary.TTG TRAVEL AWARDS 2019 SPECIAL EDITION 13
Regal Airport Hotel Singapore Airlines
team and also we partner with It is often said that an organisation
various institutes to develop trainee is only as strong as its people. What
programs for overseas hospitality investments have your company
students to sharpen the skills. Start- made in talent development this
ing from orientation, we cultivate year?
them with our company values and We fully agree that our staff are our
commitment to deliver high quality most important asset. As part of
service. We always teach them to our digital transformation, we have
keep the spirit to learn, the flexibil- recognised the importance of get-
ity to adapt to changes and various ting all SIA staff on board, starting
cultures and most of all, to have fun with better preparing our work-
in this industry! force in the digital era through
training and skillset development,
John Girard What can your trade partners and W K Lim which includes an ambitious goal
Vice president of development, area customers look forward to in doing Regional vice president, South-east Asia, to train all of our ground staff by
general manager (Hong Kong), Regal business with you in 2020? Singapore Airlines the end of next year in key areas
Hotels International and general manager, The High Speed Rail link to the of digital mindset, on data, agile
Regal Airport Hotel Mainland, the Hong Kong-Zhuhai- and design thinking to focus on
Macao Bridge, the Greater Bay Area What is the most impressive achieve- customers.
What is the most impressive achieve- development, and the visionary Belt ment for your company this year?
ment for your company this year? and Road Initiative opens the door SIA is in the third year of our What can your trade partners and
Consistent higher occupancy than to immense new travel possibilities, transformation programme which customers look forward to in doing
last year. particularly in the development of covers new initiatives to grow business with you in 2020?
multi-destination itineraries. Being revenue, operational enhancements In September 2019, SIA launched
It is often said that an organisation a hotel located in close proximity and improvements in our organisa- its inaugural flight to Seattle. This
is only as strong as its people. What to the bridge, Regal Airport Hotel tional structure. We have also been will further strengthen the Singa-
investments have your company made is expecting to receive an influx of investing heavily in our digital pore hub by providing customers
in talent development this year? high value-added overnight visitors, transformation, with an aim to be faster and more convenient con-
We treasure talent and the young and added passenger convenience. the world’s leading digital airline. We nectivity from key markets such
generation. Thus we offer various We will also add the Regala Sky- are very proud of the achievements as South-east Asia, South Asia and
training courses for our internal city Hotel in 2020. made to date. Australasia to North America.14 TTG TRAVEL AWARDS 2019 SPECIAL EDITION
Travel Hall of Fame
Thai Airways Star Cruises Hong Kong
International International Airport
Kulkanda B Pokasem Michael Goh Yueng Wing T
Director, President of Dream Cruises & head of international sales, General manager,
Royal Orchid Holidays Genting Cruise Lines Airport Authority Hong Kong
What is the most impressive achievement for your What is the most impressive achievement for your What is the most impressive achievement for your
company this year? company this year? company this year?
THAI recently received the Skytrax Awards for One of Star Cruises’ key highlights in 2019 is the In 2018, Hong Kong International Airport
the World’s Best Airline Lounge Spa and the Best fact that we are celebrating our 25th Anniversary (HKIA) handled 74.7 million passengers, mak-
Airline Staff in Asia. Furthermore, we received this year as one of the leading cruise pioneers ing it the third busiest international passenger
global ranking categories – second in the World’s in Asia. airport in the world. HKIA was the world’s busi-
Best Airport Services 2019; fourth in World’s Star Cruises continues to be at the forefront in est cargo airport for the 9th consecutive year in
Best Economy Class Airlines 2019; seventh in developing new markets in the region and also 2018, handling 5.1 million tonnes of cargo.
World’s Best Business Class Airlines 2019, fourth stimulating growth in key contemporary mar- The construction of SKYCITY, an integrated
in World’s Best Cabin Crew 2019 and Best Cabin kets, currently from South-east Asia to Taiwan, development, commenced in 2018. Airport Au-
Crew in Thailand 2019. THAI is also proud to be Hong Kong and China. We are proud that Star thority Hong Kong also completed the acquisi-
named among Skytrax’s World’s Top 10 Airlines Cruises’ commitment in offering best-in-class tion of equity interests of the AsiaWorld-Expo
of 2019. services and facilities has resulted in the cruise (AWE), a major facility on the airport island,
line’s induction into the prestigious Travel Hall with a view to enhancing synergies between the
It is often said that an organisation is only as of Fame for the 12th year in 2019, in recognition future developments of AWE and SKYCITY.
strong as its people. What investments have your of winning Best Cruise Operator in the Asia- A smart airport is a key development strat-
company made in talent development this year? Pacific for 10 consecutive years. egy for HKIA. In 2018, 44 e-security gates were
As a large organisation comprising core business installed with facial recognition technology.
and business units (technical, catering, opera- It is often said that an organisation is only as On the cargo front, HKIA became the world’s
tions, ground equipment, cargo and mail com- strong as its people. What investments have your first airport to receive IATA’s Centre of Excellence
mercial), THAI has developed its own in-house company made in talent development this year? for Perishables Logistics (CEIV Fresh) certifica-
training programmes suitable for each function. Star Cruises is proud to be an Asian-based com- tion for handling high-value, perishable goods.
THAI is also working in cooperation with pany with over 25 years of valuable experience
other external academic establishments as well as in pioneering the Asian cruise industry, which is It is often said that an organisation is only as
industry partners to develop training curricula built on the rock-solid foundation of our valu- strong as its people. What investments have your
for employees in terms of both technical and able employees from diverse nationalities and company made in talent development this year?
English language skills. backgrounds, each having a significant role in the In 2018/19, Hong Kong International Aviation
Recently, talent development training courses success and milestones of Star Cruises. Academy (HKIAA) delivered over 1,200 courses
were introduced to identify individual abilities As we move ahead, we will continue to train to 40,000 participants. HKIAA also launched the
and to help arrange appropriate training pro- and develop the next generation of leaders for Advanced Master in Air Transport Management
grammes for them in preparation for their future the cruise industry – both our in-house talents Programme with Ecole Nationale de l’Aviation
career path towards top management. and also new recruits – setting a career growth Civile for aviation practitioners.
path for employees to move up the ranks and ac- The International Civil Aviation Organisation
What can your trade partners and customers look quire and apply new skill-sets across the different (ICAO) accredited HKIAA as a full member of
forward to in doing business with you in 2020? fields within the company and the group. its TRAINAIR PLUS Programme and an Avia-
THAI’s products and services will be offered tion Security Training Centre. HKIAA is now
through business alliances. Currently, a project What can your trade partners and customers look working to become an ICAO Regional Training
is underway for THAI to collaborate with Café forward to in doing business with you in 2020? Centre of Excellence.
Amazon to expand business in Thailand and the We have our trade partners to thank for vot-
Asian region. The mobile application also helps ing and believing in us, and most importantly What can your trade partners and customers look
to increase business by selling ancillary products, for their continuous support over the years. We forward to in doing business with you in 2020?
such as an increase in excess baggage allowance, deeply value our trade partners and together, we By 2020, Terminal 1 (T1) enhancement and car-
travel insurance, airport limousine services, car will continue to innovate and provide exciting park expansion projects will be completed and
rental and hotels. Customers will also be able to and unique cruising experiences and itineraries the Sky Bridge, a weatherproof footbridge con-
purchase products online through the eCom- for the growing cruise segment. We will con- necting T1 and the North Satellite Concourse,
merce platform. – Sumeth Damrongchaitham, tinue to work closely with our trade partners to will be in operation. In parallel, the first hotel
president, Thai Airways International provide all the necessary support to promote with 1,000 guest rooms and suites in SKYCITY
cruising as a choice vacation with attractive op- will be opened by 2020. – C K Ng, executive
portunities, including the Fly & Rail cruise, as director, airport operations, Airport Authority
well as the growing MICE sector. Hong KongHong Kong International Airport (HKIA), the world’s busiest air cargo gateway
and the third busiest international passenger airport with an air network
covering over 220 destinations worldwide, has been inducted into TTG Travel
Hall of Fame since 2013. HKIA is committed to sustainable development and
aspires to be the finest in the world.
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CMY K HKIA Ad (TTG Asia Travel Awards) - 16 Aug 2019
Trim size: 380mm(h) x 260mm(w)
Bleed size: 390mm(h) x 270mm(w)16 TTG TRAVEL AWARDS 2019 SPECIAL EDITION
Travel Hall of Fame
Hertz Sabre Asia Pacific Travelport
Asia Pacific
Brigette Tan Brett Thorstad Mark Meehan
Senior manager – loyalty & partnership marketing, Asia, Vice president sales management South East Asia & Managing director, Asia Pacific, Middle
Hertz Asia Pacific APAC joint ventures, East and Africa (APACMEA),
Sabre Travel Network Travelport
What is the most impressive achievement for your What is the most impressive achievement for your What is the most impressive achievement for your
company this year? company this year? company this year?
As part of the company’s growth plan, Hertz Asia To address the greater need for personalization, This exciting year is a true testament of Travel-
has commenced operations in Taiwan and Viet- Sabre has launched Sabre Red 360. Now in the port’s commitment to leading a new era in travel
nam and appointed General Sales Agents (GSA) process of being fully deployed across Asia- technology and distribution methods.
in Macau, Cambodia, Laos and Myanmar. By Pacific, this new, revolutionary platform will As a GDS evolving to become a true technol-
operating globally and applying local knowledge, change the way travel agents do business. ogy enabler, we have been continuously innovat-
Hertz delivers consistent quality car rental ser- Sabre Red 360 is Sabre’s smartest workflow, ing and experimenting with new technologies
vice, which resonates with customers wherever changing how travel agencies across the region such as AI, VR/AR, cloud computing and block-
they are in the world. book travel, brand and build their offer to better chain, to make travel continually better.
cater to traveller needs. With Sabre Red 360, the In the NDC arena, having been the first GDS
It is often said that an organisation is only as speed to productivity helps bring new agents into to make a live NDC booking in October 2018,
strong as its people. What investments have your the fold faster than before, achieving two times Travelport has since completed onboarding
company made in talent development this year? the productivity in their first two to four months, quite a few agencies, connected to five European
Hertz understands that people are an integral with booking volumes matching counterparts airlines’ NDC content, and processed the first live
part of any business and have an influential with twice their tenure. test GDS bookings of Qantas’ NDC content.
leadership culture in place, which identifies and
develops in-house talent. At Hertz, we always It is often said that an organisation is only as It is often said that an organisation is only as
look to promote internally, rather than search strong as its people. What investments have your strong as its people. What investments have your
outside the organisation. This is achieved in a company made in talent development this year? company made in talent development this year?
number of ways from formal training, exposure As we continue to transform Sabre into an This is a particularly rewarding year for Travel-
to new projects, mentoring and coaching. organisation where people are enabled to do port, as we have been experiencing a transition
The current regional and global matrix their best work, we are proud to say that 2019 has phase with the changing ownership of the com-
management structure encourages knowledge been identified as the year of people and culture pany. The transition has been very smooth and
sharing and collaboration across regions to help by our global leaders, and we have decided to successful. We have made considerable invest-
people achieve their professional and personal continue making this a business priority going ment in our employees, helping them explore the
career goals. forward. This means that Sabre has invested massive opportunities unlocked by the changes
Operating around the world, Hertz offers significant resources in collecting employee within our company. I am also deeply thankful
international opportunities; something that feedback and transforming ideas into tangible for our teams’ customer-centric spirit and hard
is desirable in today’s job market and helps us actions. We recently launched LinkedIn Learn- work to deliver improved choice, superior travel
retain and attract new talent. ing for all employees. Additionally, we have also content and enhanced user experiences for
introduced a new global policy that entitles Sabre our customers.
What can your trade partners and customers look employees to 12 weeks of paid parental leave.
forward to in doing business with you in 2020? What can your trade partners and customers look
Hertz is currently undergoing a technology What can your trade partners and customers look forward to in doing business with you in 2020?
transformation, rolling out a new cloud-based forward to in doing business with you in 2020? With new ownership, new leadership and our
CRM program. Also, Hertz is in the process of As the leading technology provider to the global ongoing commitment to become the partner of
launching a faster and more flexible mobile app travel industry, we are committed to investing choice for customers, we are looking forward to
and developing a unique core rental and reserva- in research and innovation. Sabre has a long continuing on the momentum we are already
tion system. This system will make the car rental history of technology leadership in retailing, dis- building. In 2020, we will continue to progress
experience even more effective and efficient to tribution and fulfilment within the $1.7 trillion from the initial implementation phase into the
deliver the best customer experience possible. travel marketplace. ongoing delivery of NDC. With our NDC API
Hertz prides itself on combining the latest Over the past two years, Sabre has focused Trip Services launching soon, we will deliver
technology, premium vehicles and excellent on reinvigorating and transforming Sabre to NDC for more customers, helping our travel
customer service, going that extra mile to deliver continue to accelerate innovations to the market, partners distribute their content exactly as they
the best car rental solution to meet a range of recently taking an important step in that journey wish to do so.
customer needs. by opening its Innovation Lab in Boston. Sabre’s We will also continue to invest in the speed
Through investing in technologies and strate- global research and development arm explores and quality of our search, shopping, travel man-
gies, Hertz is well positioned to meet future novel uses of big data, machine learning, AI and agement and robotics capabilities and as we have
customer expectations and work with our trade other emerging technologies to shape the future always done, look at ways to use new technolo-
partners seamlessly in the years to come. – Eoin of travel. – Todd Arthur, vice president, Sabre gies to make the process of buying and managing
MacNeill, vice president, Hertz Asia Pacific Travel Network Asia Pacific travel continually better for everyone.A great journey is one that ends with a trophy.
Our great journey started over 100 years ago with a desire to deliver a
positive and caring customer experience at every rental touch point.
Today, we are honored to be awarded TTG Asia Travel Hall of Fame
Best Car Rental Company, once again, for delivering first class
customer experiences throughout Asia and the world.
Hertz. We’re here to get you there.
HZ19_0152 TTG Travel Awards Supplement Ad Full Page Asia v3.indd 1 10/30/2019 11:13:12 AM18 TTG TRAVEL AWARDS 2019 SPECIAL EDITION
Travel Hall of Fame
Banyan Tree Spa Qatar Airways Raffles Hotel
Singapore
Thida Bampenthamnamsuk Jared Lee Jesmine Hall
Spa manager, Regional vice president South-east Asia, Director of marketing communications,
Banyan Tree Spa Qatar Airways Raffles Hotel Singapore
What is the most impressive achievement for your What is the most impressive achievement for your What is the most impressive achievement for your
company this year? company this year? company this year?
Banyan Tree Spa Sanctuary Phuket’s programme, The highlight of this year for Qatar Airways In 2019, the iconic Raffles Hotel Singapore
Sanctuary Wellbeing, has received encouraging would definitely be winning Skytrax World’s Best welcomes guests to a newly restored hotel, fol-
feedback from guests in the past year. Sanctu- Airline 2019. We made aviation history by being lowing a careful and sensitive restoration that
ary Wellbeing, a unique wellbeing programme, the only airline in the world that has won this has breathed new life into our beautiful building.
was designed internally by a team of experts and award five times. Qatar Airways also clinched the With enhanced comfort and splendour for the
practitioners and offers an extensive calendar Skytrax World’s Best Business Class, World’s Best discerning traveller, guests are invited to immerse
of more than 50 activities across four curated Business Class Seat and Best Airline in the Mid- in our striking architecture, heritage and graceful
tracks, each addressing specific wellbeing objec- dle East as well. service for that unique feeling of being some-
tives while providing guests an opportunity to where very special.
uplift their overall state of wellness. With the suc- It is often said that an organisation is only as
cess of this initiative and consumers’ increasing strong as its people. What investments have your It is often said that an organisation is only as
focus on holistic wellbeing, Banyan Tree Spa is company made in talent development this year? strong as its people. What investments have your
seeking to introduce this to other properties and Our people are definitely our asset, and Qatar company made in talent development this year?
cater to changing consumer demands. Airways has an extensive learning and develop- An organisation is only as good as its people. A
ment programme in place to provide continuous large number of our colleagues have been with
It is often said that an organisation is only as training for our staff in both their respective the hotel for many years; some more than 20
strong as its people. What investments have your fields and in leadership development. years. We believe in providing constant on-the-
company made in talent development this year? job training, including adapting to technological
To develop capabilities for the future and What can your trade partners and customers look changes. There are succession plans in place in all
maintain an industry leadership position, the forward to in doing business with you in 2020? departments to ensure continuity.
Spa Academy has elevated and bolstered training Qatar Airways looks forward to meaningful At the same time, we also provide opportuni-
curriculum with specialties in physiotherapy, partnership and synergy with our trade partners ties for colleagues to take on leadership roles in
fitness and naturopathy amongst others, further where we continue to bring the best aviation ex- various committees within the hotel that will give
enhancing the Spa Academy’s competitive ad- perience and greater connectivity to our custom- them the chance to add variety to their work.
vantage. The more robust team of professionals ers with new upcoming route launches. Together
with an all-rounded talent pool puts the Spa in with our trade partners, we hope to grow the What can your trade partners and customers look
a more strategic position to create new products travel segment in the APAC region in years to forward to in doing business with you in 2020?
and services to meet the demands of growing come. – Marwan Koleilat, senior vice president The restored Raffles will continue to refine its
wellbeing segments. for APAC, Qatar Airways hallmark experiences while introducing new
distinctive ones.
What can your trade partners and customers look Guests can look forward to modern comforts
forward to in doing business with you in 2020? and amenities whilst retaining the signature co-
In 2020, Banyan Tree Spa looks forward to col- lonial architecture and views of verdant gardens
laborating with global wellness practitioners and and also experience our legendary service as
industry members to enhance and expand our they enjoy newly opened bars, restaurants and
existing wellbeing offerings. Guests can also look boutiques whilst exploring graceful courtyards
forward to more innovative spa therapies and and relaxing in cosy social spaces.
wellbeing experiences as the team works towards Raffles Singapore is also the ideal address for
presenting a more extensive selection of activities elite corporate events and glittering social galas.
to address different aspects of wellbeing. Well-planned meetings, events and celebrations
We are also looking to present a fresh new complemented by impeccable service, charming
look across all Spa outlets through multiple decor and exceptional catering all come together
channels. This initiative stays true to our com- to create an unforgettable experience. With 2,500
mitment of constantly innovating and improving square metres of resplendent event spaces, all
service deliverables. Along with the new look, the celebrations at Raffles will be unparalleled. This
team will also be conveying a more well-rounded includes event spaces which are conveniently
interpretation of Banyan Tree Spa’s philosophy of located in close proximity on the same level –
nature-inspired wellness therapy and a Sanctuary great for larger premium events with a need for
of the Senses for all our guests. – Ho Ren Yung, breakout rooms. – Christian Westbeld, general
vice president, Brand HQ, Banyan Tree Spa manager, Raffles Hotel SingaporeYou can also read
