The past year has not been without challenges for the hospitality industry. Political unrest in the Middle East has destabilised oil prices and the 9.0 earthquake that hit Japan in March resulted in a nuclear leak that is still not completely contained. That is in addition to the escalating eurozone debt crisis and a struggling economy in the US – the largest in the world.
Industry body IATA adjusted its forecast of industry profits this year to US$4 billion from a previous figure of US$8.6 billion on the back of high oil prices and turmoil in Japan, North Africa and the Middle East.
Hotels have also been facing tough choices, especially those in faltering markets such as the US. With economic uncertainty, hotels have been under pressure to lower ADR (average daily rate), causing long-term impact on yields. If that’s not bad enough, surging commodity prices also hamper the ability of hotel companies to control costs. Even in buoyant China, major international events such as the Beijing Olympics, the Shanghai Expo and the 16th Asian Games in Guangzhou last year were double-edged swords as they have led to overcapacity in the high-end hotel market, causing low room occupancy rates and driving down room tariffs.
Which is why I admire all the winners of the 2011 Business Traveller Asia-Pacific Awards, who have maintained and even improved their quality of service and products amidst such an unpredictable business environment. So many new properties have opened and upped the ante, and established players are not resting on their laurels either – many renovation and re-imaging projects have been completed in the last 12 months.
Major airlines are being equally aggressive: new aircraft have not only allowed better fuel efficiency, they have also raised the level of comfort and luxury. More and more, business class seats are no longer just about more legroom and better food, they are becoming your office away from home, as well as a space to enjoy some downtime, catch up on movies and even enjoy made-to-order food.
Airports, too, are evolving. No matter how efficient a facility is, there is bound to be waiting time for air travellers and they are no longer content to be holed up in the lounge. In fact, quite a few business travellers have told me that they care about the selection of duty-free outlets, because for them, it’s often only once airside that they finally have time to shop.
Many Business Traveller Asia-Pacific readers live from a suitcase, and airports, airplane seats and hotel rooms are their second home. Their supporting votes are genuine testimonies to how well a travel service provider is doing. As in previous years, we have asked them to share the reasons behind the votes, and winners are invited to reveal their “winning formulas” and what travellers can expect from them in the next 12 months.
Join me in congratulating our winners, and I hope you enjoy reading this special report. I also encourage you all to keep writing to us at [email protected] and tell us about your travel experiences. We believe it is only through praise and constructive criticism that improvements can be made, and better service and products will make travel more of a joy – whether it’s for business or leisure. Reggie Ho
Singapore Airlines
To be a winner year after year a company needs to be consistent and continually introduce improvements and changes that benefit customers. This is exactly what Singapore Airlines (SIA) has done, once again earning its position as a multi-award winner. A spokesperson for the airline said SIA does not measure its success by the number of awards it receives, nonetheless such accolades are a recognition of its commitment to drive innovation and set service standards that will continue to redefine air travel.
Some of the key improvements or enhancements it has made during the year include boosting services between Hong Kong and Singapore to seven daily, and launching A380 services, including its eighth A380 destination, Los Angeles.
This month the airline will be increasing flights to many locations including Mumbai, Ahmedabad, Osaka, Istanbul, Bangkok, Guangzhou and Cape Town.
The airline has also completed its retrofitting of Boeing 777-200 aircraft and is currently focused on completing the retrofit of its Boeing 777-300 fleet.
Best Airline
Singapore Airlines
Thai Airways
Cathay Pacific
Best Asia-Pacific Airline
Singapore Airlines
Thai Airways
Cathay Pacific
Best First Class
Singapore Airlines
Cathay Pacific
Malaysia Airlines
Best Business Class
Singapore Airlines
Cathay Pacific
Thai Airways
Best Economy Class
Singapore Airlines
Cathay Pacific
Thai Airways
British Airways
There is not a doubt that the future of global economic growth lies in Asia, and British Airways (BA) definitely has the first-mover advantage. “For over 80 years, British Airways has been a pioneer in air travel to and from Asia – jet service, new routes and the world’s first fully flat business class seat. Our customers can count on us to continue to improve the air travel experience,” a BA spokesperson said.
And our readers seem to agree, as BA snatched the best European airline award for the 11th consecutive year.
Airlines around the world are racing to upgrade their premium offerings and BA is no exception. “We recently introduced our next-generation first class and new premium economy and economy cabins to further complement our award-winning and ever-popular Club World business class. We are investing significantly to make customers’ journeys more enjoyable, with new aircraft, service improvements and technology.”
One of the examples of BA’s efforts in improving the flying experience is literally on the menu. Addressing the issue of passengers losing their sense of taste at flying altitudes and low-humidity in-flight environment, BA collaborated with celebrity chef Heston Blumenthal to create revolutionary “umami”-based menus. The Japanese phrase refers to what some call the “fifth taste” after sweet, sour, salty and bitter, which stays unaffected in the air. By using ingredients that contain this element, such as soy sauce, seaweed, mackerel, mushrooms, tomatoes and parmesan cheese, the dish can remain full-flavoured even at 35,000 feet. There is also the ever-expanding in-flight wine cellar.
In August, the airline piloted a scheme to give cabin crew iPads packed with information so that they can deliver more personalised, efficient and intuitive service. Now, that’s what we call 21st-century service.
Best European Airline
British Airways
Lufthansa
Virgin Atlantic
United Airlines
It’s an exciting time for United Airlines as its merger with Continental Airlines is going ahead full steam. While waiting for its Single Operating Certificate from the US Federal Aviation Authority, the new “super airline” is busy aligning all the product and service offerings across the two carriers and establishing the branding it wants customers to identify with the new United, starting with its check-in lobby at Chicago’s O’Hare Airport, with other hubs to follow. It is also moving towards a single reservations system to be rolled out in mid-2012.
As for product enhancements, United’s management is pledging half a billion US dollars for adding flat-bed seating on 62 additional long-haul aircraft, bringing the total number of aircraft with this feature to 185. Its popular premium economy product Economy Plus will be fitted onto 300 aircraft, including the Continental fleet. Currently, this cabin is offered on all of United’s aircraft deployed on trans-Pacific flights. Wifi will soon be available on 200 aircraft and streaming wireless video will be introduced on the Boeing B747-400. Six of the 50 Dreamliners ordered by United are expected to be delivered next year.
In Asia-Pacific, United’s Tokyo Narita hub will be strengthened further with connections to more US gateways such as Guam and Honolulu, as well as major Asian cities. At the end of this month, the carrier will be launching a daily non-stop service on the competitive Hong Kong-Tokyo route, using a B737-800.
And this is all just the beginning.
Best North American airline
United Airlines
American Airlines
Air Canada
Qatar Airways
Since its relaunch in 1997, this Middle Eastern airline based in Doha has achieved something amazing. This year, the airline’s network has passed the 100 mark in the number of destinations, averaging 30 per cent year-on-year, and it continues to offer a level of service that constantly garners praises and accolades, including from Business Traveller Asia-Pacific readers. It is the second consecutive year the airline has won this award.
“With an average of more than one new aircraft being introduced into the fleet every month, Qatar Airways is looking to deploy the new capacity on existing routes while at the same time launching new routes to join our ever-growing international network,” Qatar Airways chief executive Akbar Al Baker said.
Qatar Airways has expanded its services to the Bulgarian capital of Sofia from September 14, Oslo in Norway will join the network this month, and flights to Entebbe in Uganda and Chongqing, China are due to begin next month. That will strengthen Qatar Airways’ presence in the lucrative Chinese market on top of Hong Kong, Shanghai, Guangzhou and Beijing.
The airline is also increasing frequencies on strategic routes such as Doha-Kuala Lumpur and Doha-Dar Es Salaam, as well as to desinations such as Muscat, Singapore, Paris, Geneva and Copenhagen.
And after the installation of OnAir’s connectivity services on its fleet of Airbus A320 and forthcoming Boeing 787 Dreamliners, Qatar Airways will extend the technology to its 80 A350XWB aircraft, the first of which is set to be delivered in 2013. All this shows that this relatively young airline is determined to continue to lead and excel.
Best Middle Eastern/African airline
Qatar Airways
Emirates
South African Airways
Air China
On the off chance that you want to hear more about China’s strong economic growth, here are some latest figures from the country’s national flag carrier Air China. It has increased capacity with a focus on the Beijing core hub at an annual growth rate of 8.95 per cent and achieved a 12.4 per cent rise annually in passenger transport volume and a five-fold increase in transfer passengers, according to an Air China spokesperson. “Air China always strives to expand and deepen international cooperation. By joining the Star Alliance, the world’s largest airline alliance, Air China extensively expands its route network. Currently, Air China passengers can easily reach 1,160 destinations in 181 countries and regions,” the spokesperson adds.
The airline plans to focus on strengthening its long-haul capacity in the coming years. The airline has 19 B777-300ERs on order, and the first has begun service, on the Beijing-Guangzhou route, and it “represents the standard of equipment desired by Air China for long-range aircraft.”
New aircraft mean new standards. First class seat features half-enclosed design, providing a high degree of privacy. Business class will be fitted with fully flat beds adjustable by an independent control panel. It is equipped with power outlets and USB ports to allow passengers
to upload their own audio and video programmes to the
in-flight entertainment system.
Economy class seat uses ergonomically designed backrests that provide improved comfort. It also features power outlets for charging laptops as well as a 3D-enabled entertainment system. Air China is the first Chinese airline to apply mood lighting onboard to help travellers adjust to different time zones and in-flight food will also be upgraded through improved technologies in the galley.
Best China airline
Air China
China Eastern
China Southern
Cathay Pacific
The Wing and The Pier lounges of CX at Hong Kong International Airport have consistently garnered praise from travellers and The Arrival lounge shows an understanding of high flyers’ needs. Now they have upped the game with The Cabin, opened in October next to Gate 23 at Terminal 1. The facility, designed by Foster and Partners, serves first and business class passengers, Marco Polo Club members of silver tier or above, and oneworld members of sapphire tier and up. The 1,300 sqm of space follows the airline’s signature style with a combination of marble, wood and granite as well as floor-to-ceiling windows capturing maximum natural light and views of the runway. The reception splits off in two directions with The IT Zone on the right – offering 21 iPads and six iMacs – and The Deli, The Health Bar and The Relaxing Zone on the left.
“We started by spending a great deal of time watching how our passengers used our current lounges. This gave us insights into our behaviour that led to – among other things – the design and development of the unique Cathay Solus Chair which combines space, privacy, comfort and the utility of a table and power supply,” explains Alex McGowan, CX head of products.
“We also spoke with many of our customers, and they told us that they really wanted a wider variety of tasty, healthy food that could be prepared fresh. This led to the introduction of The Deli and The Health Bar – both of which are immensely popular.”
This new lounge seems to be setting a new standard. The airline’s flagship lounge, The Wing, completed its first phase of renovation earlier this year, with the Solus Chair, IT Zone, hot buffet and 24 well-equipped showers being the highlights, and the second and third phases are underway. The business class balcony level will open early next year and first class half a year later.
Best Airport Lounge in Asia-Pacific
Cathay Pacific (Hong Kong international airport)
Singapore Airlines (Changi Airport)
Thai Airways (Suvarnabhumi Airport)
Asia Miles
Frequent flyer programmes (FFPs) have come a long way since the first one was introduced in late 1970s. In the beginning, it was simple: you flew to accumulate points and with enough of them you could redeem free flights. But now, you don’t even need to fly to collect miles and you can pretty much live on them.
Asia Miles is one of those that excel in making their offerings relevant to all aspects of members’ lives. With 400 partners in nine categories, including 20 airlines, you can get points by just doing what you normally do – including charging things to your credit card, visiting a restaurant, shopping or filling up the tank of your car – and you get to redeem from a selection of 800 items that range from holiday packages to spa treatments to electronic products.
“The redemption process has also been made easier; some members, who make online redemptions, will receive an instantaneous response either by SMS or receive an eVoucher,” Stephen SY Wong, director and general manager of Asia Miles, said. The FFP scheme has also launched Asia Miles iShop, with 1,300 worldwide online merchants through which members can earn miles.
Best Frequent Flyer Programme
Cathay Pacific (Asia Miles)
Thai Airways (Royal Orchid Plus)
Singapore Airlines (KrisFlyer)
Qantas
Qantas believes that there are many reasons that the airline was voted best premium economy this year as the class offers many enticements, for example extra-wide seats, large entertainment screens, and over 300 on-demand movies and
TV programmes.
Improvements, enhancements and new products are all part of the airline’s five-year plan to build “a modern, customer-focused and competitive global airline business”. Included in the plan is the airline’s intention to overhaul the interiors of nine Qantas Boeing 747-400 aircraft with the installation of Airbus A380-style seats and in-flight entertainment units.
Best Premium Economy class
Qantas
British Airways
Eva Air
Incheon
Shopping is not likely to be at the top of a business traveller’s itinerary until they are about to fly off home and need to pick up a gift for colleagues, family, friends or even themselves. Therefore airports that provide comprehensive shopping services will stand out from the crowd as award-winner Incheon International Airport has done. According to a spokesperson, its AIRSTAR Avenue is the world’s third largest in terms of sales. It offers a good mix of known international brands and Korean items, as well as cultural events, art programmes and places to rest.
The airport is also continually introducing new services and shops to stay ahead of the competition. For example, last month luxury brand Louis Vuitton chose Incheon to open its first airport duty free-shop in the world.
Best Duty Free in the World
Incheon International
Hong Kong International
Singapore Changi
Changi Airport
Once again our readers have voted Singapore’s aviation hub as the best, and we are not surprised. Few, if any, other airports offer you so much to do while you are waiting for your flight. More than 290 retail and service outlets and 130 food and beverage establishments aside, there are also designated rest areas for snoozing, a nature trail, a gym and a swimming pool, as well as a giant slide, just to name a few. There are also transit hotels on the airside where rooms get views of planes taking off, and if you have five hours to kill, the airport even offers free city tours.
“Our aim is to continually enhance the airport experience and differentiate Changi from other airports. We take pride in providing the ‘Changi Experience’ that aims to delight and pleasantly surprise our customers with a wide range of facilities and amenities as well as interesting events,” Jonas Kor, Changi Airport Group’s vice-president, corporate communications, said.
Of course, there is far more than just leisure features. To ensure that users of the airport depart and arrive without a hitch, some 90 Changi Experience Agents (CEA) speaking 20 languages and dialects and equipped with iPads have been deployed to roam the terminals and assist people whenever needed. They are in addition to the customer service officers who are stationed at information desks.
At the end of the day, an air hub is also judged for its connectivity. Changi marked its 30th anniversary in July with record passenger movements. In the first seven months of this year, Changi saw its passenger traffic rise 13.6 per cent to 26.6 million. The past July was the busiest month ever for Changi with 4.17 million passengers passing through the facility. There is a real chance that this year the airport will surpass the record of 42 million passengers from last year.
As of August 2011, this hub serves 100 airlines operating more than 5,800 weekly flights to some 200 cities in 60 countries and territories. The fact that this is the base of Singapore Airlines, one of the world’s most loved carriers (with an ever-expanding network, see page 45) can only help further.
But it is the low-cost carriers that have proved to be the fastest-growing sector. The latest figures at Changi show that in terms of passengers carried, budget operators expanded at many times the rate of full-service carriers – 28.5 per cent versus 9.3 per cent. The main growth markets are Eastern Europe, Northeast Asia and Southeast Asia.
The latest operator to fly to Changi is, not surprisingly, an LCC: the young and dynamic IndiGo, which has become the fourth airline from India to fly to this hub. It provides another option between Singapore and New Delhi, and this month it will also start a Mumbai route.
Also, later this year, Terminal 1 will complete its upgrading work and welcome passengers as a “Tropical City”, with renewed exterior façade, departure kerbside, departure check-in
hall, departure transit lounge and arrivals hall. At this rate, Changi Airport might be our winner for many years to come.
Best airport in the World
Changi airport
Hong Kong International Airport
Incheon international
Best airport in Asia-Pacific
Changi Airport
Hong Kong International Airport
incheon international
Hong Kong
Hong Kong scooped two business awards this year, not surprisingly said the Hong Kong Tourism Board (HKTB).
“The awards reaffirm Hong Kong’s reputation as one of the world’s most important business cities, offering not just a business-friendly environment with sophisticated infrastructure, great accessibility, professional expertise and a vibrant, cosmopolitan lifestyle, but also distinctive East-meets-West cultural fusion, amazing attractions and superb shopping and dining experiences. All these combine to ensure business travellers have a rewarding trip in Hong Kong for work, and when time allows, leisure,” explained Anthony Lau, executive director of HKTB.
He added that HKTB has been actively promoting both Hong Kong’s appeal as a destination for business and for leisure. “Not only do our full-scale MICE venues and hotel facilities suit business needs, but Hong Kong’s unique living culture and myriad entertainment options, among its many attractions, also allow business visitors to unwind and have an all-round travel experience.
“In particular, we are enjoying an impressive growth in MICE arrivals. In the first six months of 2011, the MICE arrivals to Hong Kong saw year-on-year increase of 10.3 per cent, and we project that the numbers will continue to grow in the second half of the year,” noted Lau.
Best business City in the World
Hong Kong
Singapore
London
Best Business City in Northeast Asia
Hong Kong
Tokyo
Seoul
Singapore
The most important quality for a successful business city, first and foremost, is efficiency. But to be “the best”, it needs to offer something extra.
Our readers have always raved about Changi Airport (see page 52), which offers excellent connectivity to the rest of Asia, and the city’s infrastructure is also constantly being upgraded. Frequent business travellers to the city also know that Singaporeans have always been pro-business. But world-traveller executives these days like to mix work with leisure, so it helps that in Singapore there is a lot to do after meetings. Much has been discussed about integrated resorts, but it doesn’t stop there.
“As part of our ongoing efforts to stay competitive, exciting new tourism developments including the distinctive Gardens by the Bay, the International Cruise Terminal and the world’s first River Safari are in the pipeline to provide business travellers with a differentiated experience of the city,” said a spokesperson from Singapore Tourism Board.
The choice of hotels is also getting more exciting, and one of the newer properties in the city, Fullerton Bay Hotel, has also become a readers’ pick this year – its very first time. But the Business Traveller Asia-Pacific Awards are no stranger to the city itself. This is the 13th consecutive year it has bagged the title of Southeast Asia’s best business city, and that must be saying something.
Best business city in Southeast Asia
Singapore
Kuala Lumpur
Bangkok
Bangkok
For the uninitiated, Bangkok can be daunting. It’s a sprawling city of more than 1,500 sq km and eight million people, not counting the metro areas, and it’s always on the move, from bustling traffic to scurrying crowds. But once you get to know the place, you see the many sides of it.
“Bangkok blends the ancient and modern with a unique touch of ‘Thainess’. It’s a dynamic city with something for every type of traveller, including cultural attractions, great shopping, outstanding cuisine, exciting nightlife, and a broad range of accommodation,” said Suraphon Svetareni, governor of Tourism Authority of Thailand.
Amidst modern hotels and flashy shopping malls, you might suddenly come across an ancient temple with stories dating back hundreds of years. You can admire the sparkling skyline from one of the city’s many rooftop bars, or you can tussle with the crowd at the many night markets. You can get a cheap but delicious pad thai for US$2 on the street, or you can splash out on fine wine and food prepared by internationally renowned chefs. The choice is always yours.
And it gets better. The new Airport Rail Link takes visitors from Suvarnabhumi to Makksan Station and City Air Terminal in about 12 minutes, and the BTS Skytrain continues to extend its network to counter the well-known traffic problems and make the metro areas, including the old capital Thonburi, more accessible. The city has also launched the “Bangkok: The Paradise” initiative, which aims to make the city a greener and less hurried place to live in and visit.
Best leisure destination in Asia-Pacific
Bangkok
Hong Kong
Singapore
The Ascott
People are increasingly mobile today and it’s no longer rare for high flyers to find themselves having to relocate every few years because of their business or work. A full lease offers little flexibility and a hotel, no matter how good, would feel impersonal for long stays.
“We design our serviced residences to incorporate special ‘homely touches’. Instead of cookie-cutter rooms, our guests can enjoy the space and privacy of fully furnished and tastefully designed apartments where they can whip up a delightful home-cooked meal in the well-equipped kitchen, or simply chill out at the spacious living area,” said Tony Soh, chief corporate officer of The Ascott.
“We take great pride in making our guests feel at home whenever they stay with us, whether it is for an extended business trip, project assignment or overseas posting.”
Soh also enthused about his company’s LIFE approach: local touch, guests’ individuality, feeling of home, and exceeding expectations. The Ascott also tries to stand out in service offerings, such as the Best Rate Guarantee that assures customers the lowest available internet rate through the group’s websites. A multi-million-dollar programme to upgrade properties in Asia and Europe has also been launched, and its Ascott Centre for Excellence, a “training and innovation centre”, continues to examine how to enhance the group’s service and products.
Ascott Sathorn Bangkok is the one property that has been winning our reader’s votes for many consecutive years and Soh attributed the achievement to the property’s “luxurious interiors”, “comprehensive amenities” that include one of the city’s largest gymnasiums, prime location and the well-trained staff.
How fast a group is expanding is also a good indicator of its success. In 2011, The Ascott has opened seven serviced residences with more than 900 apartment units in Asia and Europe, with two of the highlights being the premier Ascott Arc de Triomphe Paris and Ascott Maillen Shenzhen. These are ultra-luxury products targeting the top executive. The Paris product is located in arguably the most expensive arrondissement in the city and designed by prominent Barcelona-based architect Ricardo Bofill. The Ascott has also branched out to India, a strong growing market, with Citadines Richmond Bangalore and Somerset Greenways Chennai.
Somserset and Citadines are another two lines of Ascott products, with the former catering to executives and their families while Citadines properties are more suitable for the independent traveller.
These properties form a global portfolio of more than 170 serviced residences offering some 22,000 apartment units, and over 30 properties under development are scheduled to open in the next few years across Asia, Europe and the Gulf region.
Best Serviced Residence Brand in Asia-Pacific
Ascott
Somerset
Oakwood
Best Serviced Residence in Asia-Pacific
Ascott Sathorn Bangkok
Ascott Raffles Place Singapore
Somerset Lake Point Bangkok
InterContinental
In just the last 10 years, what we expect from a hotel has changed many times over. It used to be just about a nice room and a strong shower, and maybe a bath… now we want free wifi, flat-screen TVs and an in-room espresso machine too. Once upon a time, we liked to be served well and even pampered, but mostly only when we arrived at the hotel door… not anymore. In the age of information technology, we want the hotel to start serving us the moment we click the mouse.
That’s exactly what InterContinental Hotels Group (IHG) is ready to offer. Seeing that more and more globetrotters are ordering their lives through their smartphones, IHG has released mobile apps for iPhone and Android devices. It has also launched an “Insiders Guide” for iPads to feature local destination information and tips from its concierges from around the world. Guests can even book a consultation timeslot online with the concierge and use “Facetime” to speak with him or her, all before they even arrive at the hotel.
The number of locations a hotel group has is, of course, also important. Location, location, location, and the more you have, the easier it is for guests to find one that suits them. Its top line, InterContinental, is already present in more than 120 destinations around the world, with 59 hotels more in the pipeline globally – two soon-to-open properties being InterContinental Danang Resort and InterContinental Hanoi Landmark 72 in Vietnam.
IHG’s scale and size across Europe is also impressive: it has 603 hotels in the market, with 99 more in the works. Among them, Portugal’s first InterContinental hotel has just opened in July and the new InterContinental Moscow Tverskaya is due to start operating this winter.
But size isn’t the only thing that matters. Company expansion can sometimes put service consistency at risk, but IHG seems determined not only to avoid that, but actually keep improving while growing its network. “As a service-based business, people and brands are the heart of it all. We have over 335,000 people working in our hotels around the world. We believe in training and keeping our people engaged, so they can serve guests with heart and passion,” a spokesperson from IHG said. “We’ve committed to investing in our brands to keep them growing, and keeping them fresh and relevant.”
It helps the brand too if guests can take a bit of the hotel home. IHG has recently created the InterContinental Kitchen Cookbook iPad app, which allows users access to recipes they may have tasted during their stays. At the moment, the collection has 32 recipes from 24 InterContinental properties, including such delights as New York cheesecake.
That kind of wholesome approach to hospitality is likely to be the reason why the hotel group has become a big winner each year.
Best business hotel brand in the world
Intercontinental
Four Seasons
Hilton
Best business hotel brand in Europe
Intercontinental
Hilton
Mandarin Oriental
Shangri-La
The Shangri-La group continued its perennial winning streak by taking home three awards this year. Commenting on the Best Business Hotel in the World award, Michael Cottan, vice-president and general manager of the Singapore property said: “Winning the award for the 11th consecutive year is testament to our hotel’s mission: delight our guests every time by creating engaging experiences straight from our hearts.”
Another way to satisfy is through the appearance of a property and this month the Garden Wing will be completely refurbished together with its gardens. It will be reborn as a tropical oasis, complete with spa facilities and a new restaurant.
Commenting on the Asia-Pacific awards Greg Dogan, president and CEO said of the 11th year of winning: “We consider this award an affirmation of the strength of the Shangri-La brand as there is no better recognition than by the readers of Business Traveller magazine who are among the most knowledgeable, experienced and committed travellers in the region.
“Great hotels are made by great employees, not by crystal chandeliers or expensive carpets. Our brand embodies what we consider the Shangri-La Culture: ‘To embrace a stranger as one’s own’.”
The group will continue to expand its presence in China (and Asia) with over 20 projects in development. One of its immediate goals is to bring the brand to Europe and beyond, eventually creating a global brand presence.
Best Business Hotel Brand in Asia-Pacific
Shangri-La
Mandarin Oriental
Hyatt
Best Business Hotel in the World
Shangri-La (Singapore)
The Peninsula (Hong Kong)
InterContinental (Hong Kong)
Best Business Hotel in Asia-Pacific
Island Shangri-La (Hong Kong)
Shangri-La (Singapore)
The Peninsula (Bangkok)
Jumeirah
For many, the first image the comes to mind at the mention of Jumeirah may still be the Burj Al Arab, but it has expanded so much globally it’s hardly fair to still associate it with this one hotel, however iconic it is. It may not be fair either to focus on the hardware and as to win our readers’ approval for so many years as one of the best, there must be more to the group’s properties than meets the eye.
“We will always smile and greet our guests before the guests greet us; the first response of our staff to a guest will never be ‘No’; and we will treat colleagues with respect and integrity,” said a spokesperson of Jumeirah Hotels & Resorts of the three hallmarks of the group. “Our industry is all about service which starts with attention, respect and care, so we believe that our colleagues will treat our guests the same way as we treat them.”
Under the motto of “Stay Different”, Jumeirah aims to “deliver imaginative and exhilarating experiences in culturally connected environments offering thoughtful and generous service”. And soon, you won’t need to travel far for that as the ambitious hospitality company rolls out new hotels and resorts around the world. To date, it operates properties in Dubai, London, Shanghai, New York, Frankfurt and the Maldives; new properties are under development or construction in the Maldives, China, United Arab Emirates, Jordan, Qatar, Syria, Kuwait, Egypt, Azerbaijan, Morocco, Thailand, Spain, British West Indies and the US Virgin Islands. The strategy, according to the spokesperson, is to have a presence in “letterhead cities” and “aspirational resort destinations” around the world.
Best business hotel brand in the Middle East/Africa
Jumeirah
Intercontinental
Hilton
Marriott
Marriott bettered its second place result this year by taking the top spot in this category. Why? It seems to be a combination of meeting the needs of business travellers while extending its reach by continuing to open new properties. In the next three years the group will open a number of new hotels in North America including the 425-room Chicago Marriott Naperville (scheduled to open in 2012) and the 200-room Milwaukee Marriott Downtown (also scheduled for 2012). Locations for properties opening in 2013 and 2014 include Sugarloaf Parkway, Memphis and Louisville.
Best Hotel Brand in North America
Marriott
Hilton
Hyatt
Holiday Inn
Five-star luxury can be nice, but the reality is most business travellers are so pressed for time they just want a hotel with a good location, a comfortable room with wifi and helpful staff – and importantly, at a reasonable price. That’s where mid-range hotels come in. It is a difficult sector to operate in, as it requires a delicate balance between price and quality. Being able to offer consistent products across the board is also paramount.
“Most recently, guided by extensive consumer research, we completed the unprecedented US$1 billion global relaunch of all hotels under the Holiday Inn family of brands, creating a more contemporary brand image and ensuring greater quality and consistency in providing friendly service, comfort and value,” the group’s spokesperson said. “Our new identity, modern lobbies and refreshed rooms are designed to help guests relax and be themselves.”
Operating since 1952, Holiday Inn is one of the most recognisable names in hospitality, and its parent company InterContinental Hotels Group has been successful in updating the brand’s products, including the no-frills line Holiday Inn Express, while maintaining its core identity.
“More than 3,000 Holiday Inn and Holiday Inn Express hotels now operate under the new standards and from our performance results, we see that the refreshed Holiday Inn brand continues to attract business and leisure travellers, with over 100 million guests staying with us every year,” the spokesperson adds.
And the brand is growing in the region. “IHG sees significant opportunity to expand our brands’ presence across India and Indochina – especially within the mid-scale segment, where our Holiday Inn and Holiday Inn Express brands will be able to meet the demand,” the spokesperson said. “We have a strong pipeline of 61 hotels in Asia, the Middle East and Africa in the Holiday Inn brand family.”
In India, IHG has signed a joint venture with the Duet group to open 19 Holiday Inn Express hotels in the next five years. It will also be launching the Holiday Inn brand in Vietnam within the next few years and the first Holiday Inn Express property is due to open by the end of the year in Bangkok.
Best Mid-Market Hotel Brand in the World
Holiday Inn
Novotel
Courtyard by Marriott
Best Mid-Market Hotel Brand in Asia-Pacific
Holiday Inn
Novotel
Courtyard by Marriott
The Fullerton Bay Hotel
Perched beside the waters of Marina Bay in Singapore like a glass jewellery box, this property does not look like your usual business hotel, and it isn’t. “While The Fullerton Bay Hotel is a new hotel, travellers are already familiar with the classic luxurious hospitality of its sister property The Fullerton Hotel,” said Giovanni Viterale, general manager of The Fullerton Heritage.
Transformed from a historic building that used to house the General Post Office, The Fullerton Hotel opened in 2001 and has since become one of the city’s icons. As its younger sister, The Fullerton Bay Hotel is backed up by an established tradition in the hospitality field.
And the location just couldn’t be better. Ensconced between two iconic heritage buildings, Clifford Pier and Customs House, this hotel is right in the centre of where Singapore was founded. Walking into the spacious and airy lobby of the hotel, there is the feel of walking into a grand mansion, and Lantern, the chic alfresco bar located on the rooftop with the pool, has become a focal point for the city’s glamorous set.
But it had to be more than aesthetics that prompted our readers to pick this rather young hotel as an award winner. Complimentary internet for all guests, a round-the-clock business desk, universal power sockets, in-room Nespresso machines and laptop bed stands all speak to an understanding of what today’s business travellers need. And having a nice view on top of that does not hurt.
Best New Business Hotel in Asia-Pacific
The Fullerton Bay hotel, Singapore
The Peninsula Shanghai
W taipei
Regal Airport
A winning combination of factors is the reason for the Regal Airport Hotel’s award said Jan Kirstein, general manager of the Regal Airport Hotel, Meeting & Conference Centre. “We believe that we have won this award as a result of our location, product and service dominance. For example, in terms of location this is the only hotel directly connected to the Hong Kong International Airport, enabling our guests to reach our hotel lobby from the airport terminals in just two minutes.”
In terms of product, the property has 1,171 rooms, six food and beverage outlets, a Thai spa, fitness centre, two swimming pools, landscaped gardens and a host of meeting, events and business facilities. The hotel has recently introduced a flexible 24-hour accommodation experience regardless of check-in time, and has completed renovation of the Regal Club Floor rooms.
Best Airport Hotel in Asia-Pacific
Regal Airport (Hong Kong)
Crowne Plaza (Changi, Singapore)
Pan Pacific (KLIA, Kuala Lumpur)
Hotel Quote
Automatic glass doors slide open to reveal a restaurant and bar with embossed decorative metal plates for walls and mirrors on the ceiling – don’t be mistaken that the cab driver has just dropped you off at a chic restaurant in Taipei, you are actually at one of the Taiwanese capital’s newest boutique hotels.
There are times when we just want to go back to one of the hotel chains for the sense of security, but seasoned travellers also crave for something different from time to time. And just because boutique hotels tend to be smaller properties with less financial backing, it doesn’t mean they can’t rise up to the standard of the jet set.
The 64 guestrooms in six categories – Q, U, O, T, E and QUOTE – average 22 sqm to 53 sqm and, while not big, they are fit with luxuries such as a DVD player, LCD TV and a custom-made jacket stand with a small accessories holder. A foot massager can be requested for free. The long workdesk and complimentary wired and wireless internet serve the needs of travelling executives and free minibar consumption, Nespresso coffeemakers (except for Q Rooms) and the huge comfy bed complete the package. There is also the 24-hour H.Q. Lounge on level two for check-in and check-out, food presentations through out the day, newspapers and magazines as well as office needs.
Best Boutique Hotel in Asia-Pacific
Hotel Quote, Taipei
The Quincy Hotel, Singapore
Naumi Hotel, Singapore
Banyan Tree Phuket
Being at the forefront of trends is the reason behind Banyan Tree Phuket’s continued recognition in this category, said a spokesperson. Further innovation is going to be demonstrated with plans to reposition the resort as three individual hotels to reflect the different guest profiles. These resorts will be named and positioned as follows: Banyan Tree Spa Sanctuary – housing the Spa Pool – will be marketed as a boutique 14-villa holistic wellness resort; Double Pool Villas by Banyan Tree – consisting of 24 villas – will be positioned as a boutique retreat designed to meet the needs of high-end clients looking for luxury, privacy and exclusivity. Finally, Banyan Tree Phuket will cater to the needs of honeymooners, romantic couples and families.
Best Resort Hotel in Asia-Pacific
Banyan Tree Phuket
Shangri-La Boracay
Shangri-La Rasa Sayang Resort
Best Business Hotel in Bangkok
1. Shangri-La
2. Conrad
3. Grand Hyatt Erawan
Best Business Hotel in Beijing
1. Park Hyatt
2. Grand Hyatt
3. China World
Best Business Hotel in Guangzhou
1. Garden Hotel
2. The Westin
3. Shangri-La
Best Business Hotel in Hanoi
1. Sofitel Legend Metropole
2. Sheraton
3. InterContinental
Best Business Hotel in Ho Chi Minh City
1. Park Hyatt saigon
2. InterContinental
3. Sheraton
Best Business Hotel in Hong Kong
1. Island Shangri-La
2. The Peninsula
3. Conrad
Best Business Hotel in Jakarta
1. Grand Hyatt
2. Shangri-La
3. Kempinski
Best Business Hotel in Kuala Lumpur
1. Hilton
2. Shangri-La
3. Traders
Best Business Hotel in Macau
1. Grand Hyatt
2. The Venetian
3. Mandarin Oriental
Best Business Hotel in Manila
1. Makati Shangri-La
2. The Peninsula
3. InterContinental
Best Business Hotel in Melbourne
1. Grand Hyatt
2. Sofitel
3. Crowne Plaza
Best Business Hotel in Mumbai
1. The Taj Mahal Palace & Tower
2. InterContinental Marine Drive
3. The Oberoi
Best Business Hotel in New Delhi
1. taj palace hotel
2. Imperial
3. Crowne Plaza
Best Business Hotel in Osaka
1. The Ritz-Carlton
2. Hilton
3. Sheraton Miyako
Best Business Hotel in Seoul
1. Lotte
2. Grand Hyatt
3. Shilla
Best Business Hotel in Shanghai
1. Pudong Shangri-La
2. The Peninsula
3. The Westin Bund Centre
Best Business Hotel in Shenzhen
1. Grand Hyatt
2. Futian Shangri-La
3. Sheraton Shenzhen Futian
Best Business Hotel in Singapore
1. Shangri-La
2. Grand Hyatt
3. The St. Regis
Best Business Hotel in Sydney
1. Four Seasons
2. InterContinental
3. The Westin
Best Business Hotel in Taipei
1. W Taipei
2. Shangri-La’s Far Eastern Plaza
3. Grand Hyatt
Best Business Hotel in Tokyo
1. Park Hyatt
2. ANA Intercontinental
3. Conrad
HOW IT’S DONE
Between April and June of this year, Business Traveller Asia-Pacific sent out poll forms to its subscribers to invite them to vote for their favourite airlines, hotels and even cities. The response rate this year was 19.87 per cent and the results were again compiled by market research leader Synovate.
To show our gratitude to readers who supported the poll, those who returned their poll forms were entered into a lucky draw. Ten of them have won the “Sound To Go” USB Micro Speaker System by Edifier, combining ultra-portable design with outstanding sound quality. The winners will be notified by email.
Since 1982, Business Traveller Asia-Pacific Reader Poll has been an important platform for travellers to acknowledge the travel industry players who strive to provide outstanding products and services.
