Hotelier Maldives - Issue #50 by Hotelier Maldives

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ISSUE #50 HOTELIER MALDIVES

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ISSUE #50 HOTELIER MALDIVES

CONTENTS

Volume 7

Issue #50

24 COVER STORY

Asia Pacific hotels continue to weather the COVID-19 storm

HOTEL REVIEW

THE GM’S VIEW

The Sustainable Charm of Emerald Maldives

Etienne DalanÇon, General Manager, Waldorf Astoria Maldives Ithaafushi

WOMEN IN HOSPITALITY

EMERGING DESTINATIONS

Huvadhoo Atoll

10 NEWS AND EVENTS 16 EVENT CALENDAR

18 46 6

TOURISM INDICATORS COVID-19: Emerging Impact to Maldives Hotel Performance EXCLUSIVE Civil Coffee Society

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Ennusha Beejah, Human Resources Manager, Constance Halaveli

EXCLUSIVE Soundscape

WELLNESS Heal with sound at Meeru

HAPPENINGS Mirihi Island Resort, Constance...

NEW OPENINGS Authentic Maldives

EDUCATION & TRAINING Auditing the Auditors, Part 2 of 3

BUYER’S GUIDE Vilunü, Beyyaa

CIRCULATION BREAKDOWN

JANUARY 2020, ISSUE #49 Total no. of Copies (Auditor Verified) Auditor-Certified Circulation:

1,506 1,506

BREAKDOWN Resorts Resort Suppliers and Logistical Service Providers Airline Agents, Banks & Insurane Companies Hotel Management Companies Other Related Institutions, Industry Professionals Restaurants & Cafe, City Hotels & Guest Houses

TOTAL CIRCULATION

1,236 108 58 42 35 27 1,506

ADVERTISER’S INDEX CRAYFISH SIMDI ONSEAS & SKY PVT IQUE AL SHAALI STATIC COMPANY SEA GEAR FLUIDWOOD ZIEHER LVTONG ASIA GROUP TRADING PLANKTON ENGINEERING ARSEN AQUA CHROME METAL SIGNS MACL EVO

2 3 4 5 9 17 19 23 33 37 38 41 49 55 63 67 77

EDITORIAL MOHAMED MAMDUH, Managing Editor mamduh@perspective.mv ANTHONY H WILLI, Editor anthony@perspective.mv LEESHA HANEEF, Contributing Editor CONTRIBUTING WRITERS CAMILLA ASHWORTH, YUMNU ADNAN CONTRIBUTORS LEO LAIT, MOHAMED FAYAZ, NASHAMA MOHAMED, NIHAT ERCAN, RUBY AMIR, SHYMA SHAMEEM, STEVEN FERRY PHOTOGRAPHY COURTESY OF THE FOLLOWING: Jumeirah Vittaveli, Vakkaru Maldives, Atmosphere Hotels & Resorts, Grand Park Kodhipparu Maldives, Banyan Tree Maldives, UNWTO, Six Senses Laamu, Emerald Maldives, Mercure Maldives Kooddoo Resort, Outrigger Konotta Resort Maldives, Park Hyatt Maldives Hadahaa, Pullman Maldives Maamutaa, Robinson Club Maldives, The Residence Maldives at Falhumaafushi & Dhigurah, Waldorf Astoria Maldives Ithaafushi, Civil Coffee Society, Soundscape, Constance Halaveli, Mirihi Island Resort, Meeru Island Resort, Authentic Maldives, Vilunü, Beyyaa, Shutterstock, Pexels EDITORIAL DESIGN ALI IMRAN MOHAMED ADVERTISEMENT SALES CRISTINA LAGO, Manager – Sales & Marketing cristina@perspective.mv sales@perspective.mv DISTRIBUTION INQUIRIES Kartik Mankala, Manager – Admin & Accounts accounts@perspective.mv CIRCULATION AUDITOR KPMG PUBLISHER PERSPECTIVE PVT LTD 4th Floor, M. Loobiyaa, Ameenee Magu, Malé, Republic of Maldives, Post Code: 20319 +960 300 5530, +960 300 5531, +960 791 0858 info@perspective.mv www.perspective.mv / www.hotelier.mv ISMAIL HILMY, Founder – Hotelier Maldives

ISSUE #50 HOTELIER MALDIVES

EDITOR’S NOTE

Crisis and the Spirit of Hospitality DEAR READERS, I hope you will receive this issue in safety and good health. We were in the midst of distributing issue 49 in late February when we first received the signs of COVID-19 via various media reports and industry colleagues. As such, and as with most businesses, our immediate response was one of shock followed with a hopefully measured response. We immediately called off printing issue 50 (due end of February). It was to be a special occasion as we had just started the seventh year of the publication and issue 50 was a milestone worthy of celebration. However, with the health emergency announced in mid-March and eventually the lockdown in mid-April our team is pretty much working from home. We will also discontinue the print edition of the magazine for now and consider a restart later on as and when the situation allows. In the meantime, we plan to increase our digital presence and continue to bring you content from the Maldives tourism industry and related sectors including supplier news, product reviews and technology and trend analysis. We will also be covering the road to recovery. Although the year began on a positive note for the Maldives - with a 14% increase in arrivals in January 2020 compared to January 2019, the country’s health and other regulatory authorities have had to take

extreme measures to contain the outbreak including the closing off of resorts, hotels and guest houses, stopping in-coming fights, establishing quarantine facilities throughout the archipelago, arrange for the safe return of stranded tourists, and from 27th March onwards, stopping the issuance of visas upon arrival, effectively shutting down the tourism economy altogether. According to the Maldives’ president, the cost of the pandemic in financial terms is estimated at a loss of MVR 2.1 billion to MVR 6.9 billion in government revenues for the year. In issue 50 we feature a cover story from Nihat Ercan, Managing Director, Head of Investment Sales Asia, Hotels and Hospitality, JLL. The feature looks at how Asia Pacific hotels are continuing to weather the COVID-19 storm. In additional features, we review Emerald Maldives, interview Etienne Dalancon, general manager at Waldorf Astoria Maldives Ithaafushi, a look at Huvadhoo Atoll in Emerging Destinations, and a Women in Hospitality profile of Ennusha Beejah, Human Resources Manager at Constance Halaveli. It is our sincere wish that you will receive this issue in good health and safety. We look forward to the opening of the resorts and the tourism economy. As we are nearing the end of Ramadan, we would also like to wish a very happy eid to all your families and friends. Perhaps it will be an eid like no other, but in the spirit of hospitality, we hope we will see the best of ourselves in the coming weeks and months in helping each other to overcome the devastating effects of the coronavirus. If you would like to get in touch with us please email us at: mamduh@hoteliermaldives.com or mamduh@perspective.mv

Wishing you all the best,

MOHAMED MAMDUH Managing Director

The special cover designed for issue 50 of Hotelier Maldives print edition. Due to COVID-19 we have ceased printing the magazine for now, and issue 50 is released as a pdf. We also replaced the cover.

EDITOR’S PICKS

EXCLUSIVE Civil Coffee Society: Chic & Special

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50 EXCLUSIVE Soundscape: Making Waves Through Playlists

74 SUPPLIER SPOTLIGHT Beyyaa: Seeking Big Brother

ISSUE #50 HOTELIER MALDIVES

NEWS & EVENTS

THE WHITE FIRE – THE PLIGHT OF CORAL REEFS AS MALDIVIANS, our lives are closely

intertwined with our environment. Most importantly and uniquely in our case, with coral reefs that we are surrounded by. However, it’s common practice to find the most unique corals taken out of their natural habitat and sold to tourists around the world. The growth of corals in a painstakingly slow process. Along with the warming oceans, the process is hindered even further leaving the reefs washed out and colorless. Local artist and award-winning photographer, Mohamed Azmeel, aka Double Dot had always been concerned about the number of rare corals he’d find during his travels to resorts and local islands. Having realized the importance and vulnerability of corals led him to create a body of work to explore the connection between human life and nature. During his travels, he has stumbled upon faux replicas of corals made by a Singaporean company by the name of Big Blue. He then worked with them to create an array of resin corals made using a combination of 3D printing and underwater photography. The series of photographs were shot using the artificial corals and models, transformed into coral like structures. Each photograph was a process of composing and sculpting which took between 6-14 hours to create. A project which could only be made possible with the help of a very supportive friend and make up artist, Ruthba

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The White Fire Exhibition was unveiled at Jumeirah Vittaveli on 1st February 2020, showcasing a stunning series of thought-provoking conceptual photographs, a coral centerpiece and a live model in a custom coral gown. Using commonly found wall putty, the artist transformed the venue into an experiential art gallery. Two large beautifully crafted coral walls mark the entrance of the exhibition and lead the way into the space. The centerpiece, a stunning display of artificial corals draw the viewer in. A model, sculpted from head to toe, sits motionless in eerie silence. The photographs, placed in easels surround the space, each an expression of the

interconnectedness of humans and life below water. The evening at Jumeriah started off with an informative yet emotional talk by Shaheena Ali, the director of Parley for the Oceans, Maldives Chapter. Also a professional diver, she described her experience diving as a young girl to have been a colorful experience. She added that much of that had changed with the El Niño event in 1998, which had killed off most of the reefs. Now with the changing climate, there simply isn’t enough time for the water to cool and the corals to recover. After a short speech by the General Manager of Jumeirah Vittaveli, Abhijit Ghosh, former president and climate activist Mohamed Nasheed gave a rousing speech about climate change and its adverse impacts on our small island nation. He expressed that Maldivians are the best people to alert the world about the dangers of climate change. We have seen the impact it has on our shores first hand and understand the danger it poses to the planet.The artist himself welcomed the guests with a short speech and led the way to the opening of the exhibition. The White Fire exhibition expressed a strong and important message. The artist successfully engaged the viewer in an educational journey on a topic that he felt was not talked about enough. Being a local artist, he also hopes this project will be a source of inspiration and support for others who face difficulties executing their projects. Although he struggled to get funding, the project ultimately came into fruition.

NEW APPOINTMENTS

DINESH BHASKAR Director, Asset Management (Business Development), Sun Siyam SUN SIYAM has appointed Mr. Dinesh

Bhaskar as the Director, Asset Management (Business Development). He will be in charge of formalizing critical product development, conceptualization, direct and drive all sales and marketing strategies for Siyam World. Dinesh will be fully responsible in decision-making and answerable to all aspects of Siyam World sales, marketing, revenue and reservations processes. He will also be acting as an Advisor to the Chairman and Board of Directors in the group’s sales & marketing process by way of auditing and recommending improvements where necessary. Dinesh Bhaskar has been actively involved with the Maldives Tourism

Industry for the past 25 years. In his last position, he was the Group Director – Sales & Marketing for Atmosphere Hotels & Resorts and was primarily responsible for the successful creation and launch of the brand and its dramatic growth during the past five years. Prior to this, he was with Shangri-la Hotels as well as with Taj Hotels and has been involved with many new resort openings within the Maldives. With an American Express background, he is also popular for his innovative and unique holiday offerings, which has captured the imagination of one and all. With over 30 years in varied sales & marketing leadership positions, customer service, operations, IT, banking, airline and hospitality sectors, from which an impressive 25+ years is with Maldives travel and tourism experience. Dinesh can be reached on his email ID: dinesh.bhaskar@sunsiyam.com

JEAN-NOEL SANGARAILLE Resort Manager, Vakkaru Maldives JEAN-NOEL SANGARAILLE has been

appointed as the new Resort Manager with effect of the 1 March 2020 replacing Guillaume G at Vakkaru Maldives. Jean-Noel commenced his career some thirty years ago in his native Mauritius at One and Only Le Saint Geran as cost controller moving to Food and Beverage becoming Asst F&B Manager before taking the role of Quality Assurance Manager and subsequently becoming Executive Assistant Manager of One and Only Le Saint Geran. Jean-Noel then moved with One and Only as Executive Assistant Manager Ocean Club Bahamas before taking the role with Kerzner International at

Mazagan Beach Resort Morocco. Jean-Noel then returned to One and Only as Executive Assistant Manager the Palm Dubai. In 2013 Jean-Noel joined One and Only Reethi Rah Maldives and for the last four years has held the position of Resort Manager at Amilla Fushi Resort and Residences. Nicholas Mason, General Manager of the resort, welcomed Sangaraille while thanking Guillaume “G” for his immense contribution to Vakkaru Maldives over the last two years.

ISSUE #50 HOTELIER MALDIVES

NEWS & EVENTS

THREE ATMOSPHERE HOTELS & RESORTS PROPERTIES ARE AWARDED WITH GREEN GLOBE CERTIFICATION ATMOSPHERE HOTELS & RESORTS

currently operate five resorts in the Maldives and have been committed to sustainability since their foundation. Now three of the resorts have received the Green Globe certification - OBLU Helengeli (Nov 2019); OZEN by Atmosphere at Maadhoo (Nov 2019) and OBLU Select at Sangeli (Jan 2020). This certification is considered one of the first globally-operating programs for the conservation of people and nature, with a local focus. The certification was designed specifically for the travel and tourism industry and has been in existence since the early 1990s. For Atmosphere Hotels & Resorts, sustainability means managing the resorts in accordance with the company’s guiding principles, which are to be aware of and take responsibility for global environmental issues. The resorts have been managed in a sustainable manner from the very beginning, and considerable steps have been taken to minimise the impact that operating the resorts has on the environment. For example, all Atmosphere resorts use glass bottles for drinking water, which is processed in the resort’s own facilities. Plastic straws are banned and floating solar panels - currently only at OZEN by Atmosphere, produce their own electricity to power the resort. Solar panel power generation will be introduced in all resorts in the near future. Guests are actively encouraged to preserve nature and the surrounding underwater world, to help further protect

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the environment. In addition, the Maldivian culture and heritage is shared at the resorts, to ensure it is known and protected. The Green Globe certification process is complex and rigorous. The resorts dedicate special teams of staff at each resort to ensure that the resort adheres to the certification criteria. The responsible teams have to work through more than 300 certification criteria comprehensively, taking into account various factors such as sustainability, protection of cultural heritage, social and economic considerations and environmental protection. As the Maldives is one of the most endangered tourist destinations in the world, environmental conservation and sustainability have always been a key element to the Atmosphere Resorts operations and integral in all that the resorts do. Since the establishment of Atmosphere Hotels & Resorts in 2013, the resorts have worked to become more and more sustainable. “We are thrilled to be part of the Green Globe community, with three resorts currently certified, and the others well on their way. I am very proud of all the resort teams who have worked immensely hard to achieve this certification,” commented Giri Venkat, Chief Operating Officer and President of Atmosphere Hotels & Resorts.

GRAND PARK KODHIPPARU, MALDIVES OPENS WATER BOTTLING FACILITY AS PART OF its ongoing efforts to

improve sustainability of its operations, Grand Park Kodhipparu Maldives opened an on-site water bottling facility on 19th December 2019 to provide drinking water to all guests and staff. Like most resorts in the Maldives, Grand Park Kodhipparu has a desalination plant to produce fresh water for its operations. However, all drinking water at the resort was provided from purchased bottled water, predominantly in plastic PET bottles. The new bottling facility produces filtered drinking water in reusable glass bottles, so reducing single- use plastic waste from the resort. As part of its Sustainability Management Plan under the Green Globe Standards for Responsible Tourism, Grand Park Kodhipparu has a target to minimize the use of single-use plastics. Plastic pollution is increasingly being recognized as a threat to marine ecosystems, with animals such as marine turtles, fish and seabirds often mistaking floating plastic for food and becoming entangled or choked by this debris. Empty plastic water bottles are one of the most visible and numerous waste items encountered in the Maldives, and the new bottling facility will result in a reduction of over 15,000 plastic water bottles a month used over the resort’s operations.

The new drinking water system runs off a separate Reverse Osmosis desalinated water supply with several subsequent filtration steps (Ultraviolet sterilization, as well as Carbon and Mineral Ball filter cartridges) before delivery to several dispensing units, including the bottling facility. All resort employees have been provided with Stainless Steel drinking water bottles that they can refill as required from chilled dispensers in the staff

accommodation area. Resort outlets and guest rooms and facilities are supplied water in glass bottles directly from the bottling facility, which produces both spring and sparkling water, with used bottles sterilized in a hot water washer prior to refill. The drinking water will be closely monitored and tested regularly inhouse and once a month water analyzed by authorized lab in Male or abroad to make sure water is safe for drinking and to maintain the record accordingly.

Resident Marine Biologist at Grand Park Kodhipparu, Peter Pringle, explained “Plastic drinking water bottles were previously the biggest source of single-use plastic on our island, so the use of refillable glass bottles has huge benefits in terms of reducing the waste from our operations that needs to be dealt with off island. We also hope this will set a positive example for people that there are alternatives to many single-use plastics and other packaging.”

BANYAN TREE MALDIVES CELEBRATES ITS SUSTAINABILITY ACHIEVEMENTS FROM 2019, WHILST LOOKING AHEAD TO 2020 IN 2019, Banyan Tree Vabbinfaru and Angsana

Ihuru celebrated the 25th anniversary of the Banyan Tree group, the 15th anniversary of Banyan Tree Vabbinfaru Marine Lab and the 10th anniversary of the Banyan Tree Global Foundation (BTGF). Both properties also achieved EarthCheck Gold certification for their commitment to preserve the cultural heritage and natural surroundings. These milestones were commemorated by continuing to drive the core values of sustainable development. The properties successfully eliminated over 90% of targeted single-use plastic, since pledging to go Plastic Free on Earth Day 2018. New initiatives, such as the monthly ‘Full Moon Lights Out’, further increase resource conservation efforts and since the event began in September 2019, around 350 kWh’s have been saved; which amounts to over 100 liters of fuel and is enough energy to power an average worldwide household for a whole month. To raise awareness about the importance of keeping good health and wellbeing, a regular 1km open water swim is organized across the channel between the two properties. Guests and associates are also encouraged to go Meat Free, one day a month, to support better health for both the planet and individuals. Within the local communities, the properties removed 1.5 tonnes of waste with support from over 2000 community members and partnerships with schools and councils of Thulusdhoo, Himmafushi, Huraa and Male’, the Maldives Girl Guides Association, American Centre Maldives, Tree Maldives, Dhirham, Arabiyya Scouts

Association, and Let’s Do It Maldives. As part of the group special 25th Anniversary sustainability efforts, focus was placed on education within communities; Banyan Tree Maldives donated tables and chairs for classrooms that were much needed by Kaafu Atoll Education Centre, as well as conducting educational sessions for a number of schools and youth organizations. Efforts also focused on empowering women and promoting cultural recognition by providing opportunities to emerging artists from the American Center and craftspeople who are building up their careers in traditional artwork such as embroidery. Environmental conservation, preservation and restoration efforts remain a large emphasis for both Banyan Tree Vabbinfaru and Angsana Ihuru. In celebration of Banyan Tree Marine Lab’s 15th Anniversary, the team expanded one of the Lab’s earliest projects, ‘The Necklace’, the world’s first electric reef constructed on Angsana Ihuru in 1998. A pilot experimental assessment is being undertaken, using corals that have been grown on the Lab’s various nurseries. Natural recovery of coral reefs has been slow in North Male’ Atoll, but

it is assisted by our conservation, restoration and research programs. Around 500 corals that have been growing on rope nurseries for the last two years have been transplanted back onto Banyan Tree Vabbinfaru and Angsana Ihuru house reefs. Reef and fish communities are being compared to control areas to assess the value of assisted recovery in the Maldives. This year is the 5th year of a collaborative project with the Ministry of Fisheries assessing the efficacy of the shark ban to understand the impacts on sharks, reefs, fishers and other resource users. Findings from this were published in several peer-reviewed scientific journals in 2019. Looking ahead to 2020 and beyond, Banyan Tree Vabbinfaru and Angsana Ihuru are setting the goals even higher, aiming to set best practices and drive core values of sustainable development in the Maldives. This year Banyan Tree Vabbinfaru will celebrate its own 25th anniversary and continue to strive towards 100% single-use plastic elimination. The Marine Lab plans to extend restoration work with the implementation of a mid-water nursery, designed to seed corals that can be transplanted back onto the reef, and the 2020 shark monitoring is underway now.

ISSUE #50 HOTELIER MALDIVES

NEWS & EVENTS

UNWTO LAUNCHES SECOND EDITION OF THE GLOBAL REPORT ON WOMEN IN TOURISM THE WORLD TOURISM ORGANIZATION

(UNWTO) launched the second edition of the Global Report on Women in Tourism on 6 November 2019. The Global Report on Women in Tourism 2010 provided the first look and a baseline study on the situation of women working in the tourism sector. The second edition of the report considers how the situation has evolved and provides a thorough assessment of tourism’s contribution towards United Nations Sustainable Development Goal 5 to achieve gender equality and women’s empowerment. The report has an extended geographical scope covering developed and developing countries, additional in-depth industry analysis, and several case-studies that illustrate how women around the world are using tourism as a vehicle for empowerment and development. Key findings from the report show that the majority of the tourism workforce worldwide is female. A total of 54 percent of people employed in the tourism industry are women, compared to 39 percent in the broader economy. It has been reported that the wage-gap is smaller in the tourism industry—Women in tourism earn 14.7 percent less than men. However, the Tourism Industry offers women greater opportunities to work in leadership roles, with 23 percent of tourism Ministers being female compared to 20.7 percent of Ministers overall. The report also highlights that more and more women are challenging gender stereotypes in the sector and assuming roles once dominated by men such as tour guides. Technology is an important factor for empowerment, providing women with more training opportunities and stimulating female entrepreneurship through

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easier access to the tourism market. Policy-makers are more aware of the importance of gender equality in tourism and putting measures in place to ensure women fairly share the benefits that tourism can bring. In particular, the Maldives has made significant progress on gender equity and equality in recent years. This has been reflected in the country’s development indicators, such as high literacy rates for both men and women, and gender parity in enrolment and attainment in primary and secondary education. Nevertheless, the country still has a significant way to go in achieving gender equality and women’s empowerment, particularly in the areas of participation and leadership in public life. The Maldives Tourism Industry has seen more women empowered to pursue their career aspirations and work in managerial and challenging roles previously dominated by male employees. With the rapid changes that the Maldives has been experiencing in the past years, and the resulting implications to the economic and socio-political structures of the country, it is imperative that the participation and contribution of women is ensured and valued.

SIX SENSES LAAMU INTRODUCES BLACKWATER DIVING IN THE MALDIVES DISCOVER THE DEEP DWELLERS WITH DEEP BLUE DIVERS THE BLACKWATER DIVING expe-

rience is different from a typical day or night dive. It takes place in the open ocean, with divers drifting with the current in mid-water. Divers are guided by a string of LED lights attached to a vertical rope tethered to a surface-floating buoy. The lights also attract the deep dwelling, often alien-looking micro creatures, emerging vertically every night from the abyss of the ocean in search of food, in one of the greatest migrations happening on the planet. “We are very lucky to be some of the first divers to witness this in the Maldives. There is no specific area or special time of the night to do this dive. Ocean creatures we would never normally encounter are drawn from the depths and

darkness to feed on zooplankton that are attracted to the lights,” explained Philippa Roe, one of the senior marine biologists working with the resort’s Maldives Underwater Initiative (MUI). Many of these critters, usually smaller than a human thumb, are ethereal reef fish in their juvenile phase, or invertebrates such as pygmy squids, fluorescent bristle worms and rainbow-pulsating comb jellies. “Expect the unexpected, because most, if not all, of the discoveries you make on a blackwater dive will be new to you. If you are lucky, they may be new to science as well,” exclaimed Marteyne van Well, general manager of Six Senses Laamu and an avid diver, who is also among the first people to experience the blackwater dive in Laamu Atoll. Up-close and personal encounters with these wonders of the nocturnal pelagic sea life, against the striking black background, create perfect photo opportunities for underwater photographers and a fascinating experience for the adventurous divers to feed their sense of adventure. “No two blackwater dives are ever the same, even when going several nights in a row. And each dive yields unexpected new treasures for everyone from novices to the most experienced divers,” commented Sascha Janson, resident photo pro at Deep Blue Divers. There is no specific training required to do a blackwater dive but any diver with good buoyancy skills can participate in this experience. Deep Blue Divers is a PADI Five Star dive center, which is also Green Star awarded for its commitment to ocean conservation.

OOREDOO MALDIVES HAS PARTNERED WITH HOTELIER MALDIVES AS THE TITLE SPONSOR OF GM FORUM 2020 #GMF OR UM20 20

GM FORUM is the only dedicated event for resort and hotel general managers

in the Maldives. Launched in 2016 by Hotelier Maldives, the GM Forum (short for General Managers’ Forum) looks at operational challenges and solutions for Maldives’ resorts and hotels. The day long event features carefully curated keynote sessions, panel discussions and presentations by industry veterans and thought leaders.This year, the GM Forum marks its 5th year and is expected to welcome over 100 properties operating in the Maldives represented by general managers; both from international hotel brands and independently run local operators. “Ooredoo Maldives is very excited to partner with Hotelier Maldives for GM Forum 2020, an event where thought leaders of the industry come together and discuss what is going to come in the future. Ooredoo Maldives has always associated itself with innovations happening in the hospitality industry and we hope that this event will be an absolute success,” said Najib Khan, Managing Director and CEO of Ooredoo Maldives. “At a time when hotels are increasingly relying on technology to run their operations more sustainably and efficiently, as well as with the increasing role that technology is playing in guest safety and security, it is very exciting that a company such as Ooredoo who is leading the digital revolution in the Maldives in many aspects, have decided to be the title sponsor of the GM Forum 2020. We are confident that Ooredoo will give the winning edge to this year’s Forum,’ said Mr. Mohamed Mamduh, Managing Director of Hotelier Maldives. GM Forum 2020 will be held on 1st October at Crossroads Maldives with over 150 delegates including hotel and resort general managers, C Suite corporate hoteliers, representatives from hotel management companies, developers and investors as well as stakeholders from industry regulators, and travel industry stakeholders. For more information about Hotelier Maldives GM Forum 2020, please visit: www.hoteliermaldives.com/gmforum/] For inquiries, please contact: Ms Cristina Lago at cristina@perspective.mv or +960 7910858

ISSUE #50 HOTELIER MALDIVES

EVENT CALENDAR

IBTM CHINA

August 26 - 27, 2020

HICAP UPDATE

June 2 - 3, 2020 Grand Hyatt Singapore Singapore, Singapore Get up to speed on what’s happening in Asia at HICAP UPDATE - a mid-yearly forum that keeps you in touch with the latest developments and markets in the region, with a special focus on Southeast Asia. Launched in 2009, HICAP UPDATE is a targeted two-day hotel investment event featuring a prestigious lineup of speakers, sessions focusing on the current issues facing the industry, and great networking opportunities.

WORLD TRAVEL AWARDS™ EUROPE GALA CEREMONY 2020 June 20, 2020 Cornelia Diamond Golf Resort & Spa, Turkey

WORLD TRAVEL AWARDS™ ASIA & OCEANIA GALA CEREMONY 2020

IBTM China is the leading event for the meetings and events industry in the China and Asia Pacific region. In 2019 we brought over 5,000 international meetings and events planners and the highest quality suppliers together for 2 days of productive meetings, insightful education and valuable networking events. IBTM China is organized by Reed

September 5, 2020 Seoul, Republic of Korea

HOTEC MIDDLE EAST

June 16 - 19, 2020 Al Bustan Palace, A RitzCarlton Hotel, Oman HOTEC MIDDLE EAST: CRAFTED FOR YOUR SUCCESS HOTEC Middle East brings together senior executives of leading hotel chains, purchasing companies and interior and architectural design from Middle East Region to meet face-to-face with key leading domestic and international suppliers representing innovative products and services to participate in a series of one-to-one meetings over two dedicated business days. Both buyers and suppliers get to request who they would like to meet with and are each given a customised schedule with a combination of buyer/supplier requests. COUNTLESS NETWORKING POSSIBILITIES HOTEC takes place in an exclusive venue away from the pressures of the office, allowing you to concentrate on the business at hand whilst connecting with old and new colleagues on a more personal level for everlasting friendships. From arrival, through the meal functions and team-building activities the relationship building possibilities are endless. THE SUPPLIER SHOWCASE There will be an appointment-free time-slot for the suppliers to transform their meeting area into a tabletop display. During this time, buyers may introduce themselves and view products of the suppliers they may not have had a chance to meet during the scheduled meetings. HOTEC Middle East is organized by Questex.

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World Travel Awards™ was established in 1993 to acknowledge, reward and celebrate excellence across all key sectors of the travel, tourism and hospitality industries. Today, the World Travel Awards™ brand is recognised globally as the ultimate hallmark of industry excellence. World Travel Awards™ Asia & Oceania Gala Ceremony 2020 and Europe Gala Ceremony 2020 is organized by World Travel Awards

THE HOTEL SHOW DUBAI 2020

September 15 - 17, 2020 Dubai World Trade Centre, Dubai, United Arab Emirates

DIRECT BOOKING SUMMIT: ASIA July 15 - 16, 2020 Siam Kempinski Hotel, Bangkok, Thailand

The Direct Booking Summit unites hundreds of hoteliers together - from savvy independents to international chains - to strategize, network and drive the Direct Booking Movement forward. A packed agenda of keynotes, debates and workshops ensures delegates leave with plenty of fresh ideas on everything, from rogue wholesalers to the growth of Google and the changing landscape of OTAs.

For more than 20 years The Hotel Show has been driving and inspiring change in the industry. The largest and most influential hospitality exhibition in the region is the essential meeting place for General Managers, Hoteliers, Interior Designers, F&B Managers, Front of House, Housekeepers looking to access the products, information and inspiration to drive the industry forward.

The Summit also is a fantastic chance to access expert Direct Booking Coaching, network with industry leaders from across the hospitality world, and also enjoy two networking parties to get to know your fellow hotelier.

From 15-17 September 2020 at the Dubai World Trade Centre, The Hotel Show will benefit from being part of the 2nd edition of the Middle East Design & Hospitality Week. The region’s most influential events dedicated to hospitality and interior design, are coming together for 3 days at Dubai World Trade Centre and you won’t want to miss it.

Direct Booking Summit: Asia is organized by Triptease

The Hotel Show Dubai 2020 is organized by dmg Events.

ISSUE #50 HOTELIER MALDIVES

TOURISM INDICATORS | by Karan Mahesh, STR

COVID-19: EMERGING IMPACT TO MALDIVES HOTEL PERFORMANCE

THE CHINESE NEW YEAR (CNY) period is typically a

high demand period for the Maldives as evidenced by January and February being two of the highest occupancy months of the year. Daily data from STR is pictured in the graph for identical periods in 2019 & 2020 using the day of CNY as the base (0) and displays absolute occupancy for the next 2 weeks for both 2019 & 2020. CNY in 2019 was on 5th February and in 2020, on 25th January. A side by side comparison indicates a visible impact. Averaging at 87.9% during the 2 week

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period in 2019, occupancies dropped to 72.2% in 2020 for the fortnight, a 17.9% drop. Average rate has remained steady at USD 750. As the government maintains the precautionary border hold to travellers from Mainland China, the Republic will rely on existing source markets and their potential ability to absorb the gap. We will continue to monitor performance and will be sharing a full review at the upcoming Hotelier Maldives event #GMF2020 in October.

ISSUE #50 HOTELIER MALDIVES

HOTEL REVIEW | by Ruby Amir

The Sustainable Charm of

EMERALD MALDIVES

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CHOOSING A DESTINATION to go on

a holiday is a prestige that comes with an array of choices. How connected you feel to your chosen place at the end is the take away youâ&#x20AC;&#x2122;ll get from your experience at best. This is what Emerald Maldives Resort and Spa offers. A warm fuzzy connection that you can recall back on. Positioned in Raa Atoll of the equatorial Maldivian archipelago, it is definitely an Instagram worthy 40 minutes seaplane or domestic plane ride, on a vivid day, with the blues and greens of the little isles accentuated. The arrival on the resortâ&#x20AC;&#x2122;s onsite marina makes it an easily accessible choice.

ISSUE #50 HOTELIER MALDIVES

HOTEL REVIEW A member of The Leading Hotels of the World, the resort is truly spirited in catering for the ‘decidedly unordinary’. The moment you take in the first impressions of the resort, you are left eagerly awaiting the second and the third. The resort’s sanctuary collection comprises 120 villas thoughtfully spread across 20 hectares of flourishing tropicality. A combination of beach villas and overwater villas, it is sustainable elegance amplified on naturality. Offering 11 different categories to its patrons, the majestic Royal Beach Villa tops off the lush collection with the most space. A ‘ timeless design’ by Poole Associates, the villas are the right mix of a traditional Maldivian look with a subtle dash of elegance. White marbled contemporary bathrooms with glimmering mirrors, pleasing aquatic drawings on bedroom walls with vast decks or balconies, it is genuinely complimenting. Using bamboo, natural stones and ‘ Langhi Langhi’ leaves throughout, the resort is engagingly nostalgic in its appearance of simple grandeur.

Influenced by contemporary trends, the deluxe all-inclusive à la mode concept of the resort offers both romantic revellers and families alike to enjoy. Whether to laze in the deck of your private cocoon or to join an expedition to see the wraparound marine life with expert guides, it’s a personal choice. The Dolphin Kids Club, open for children of 12 years and below, is a colourful place brimming with energising activities for children under the watchful eye of its operators. The resort does not conclude on limitations, it is up to the seeker to enjoy the island in its plentiful ways. The experimental eateries of Emerald Maldives give your gastronomical experiences a delightful punch. Take in the warm surrounding at Aqua Restaurant, the go-to all-day buffet that features international cuisine. The restaurant hosts food stations with an abundance of choices to tease your palette. Le Asiatique, specialising in Asian delicacies, is an intimate spot to wine and dine with your partner or family. The cosy semblance at Amazònico Restaurant

with black bamboo elevations and jungle themed interiors has a Latin American food menu, going that extra mile to offer something unique. Comfort food, be it a juicy burger or a delightful pizza, is available at the Sunrise Café or Sunset Pool Café where you can laze in your private cabanas set up in the pool itself or outside. The acquainted sommeliers at the restaurants are prompt to suggest good wines to pair off with your meal. A well-relaxed holiday isn’t without a visit to the spa. The Emerald Spa invites you to a restoring, balancing act of massages ranging from Balinese to Thai. The spa environment soothes your senses, grounding you down. Be treated to a healing session with professional therapists using Elemis Spa products, using treatments that simply feels good. The 10 private rooms have the right temperature, the right kind of music and the right kind of smell for deep relaxation whilst you are being indulged.

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Sustainable acts being the current consideration amongst many hotel proprietors, Emerald Maldives has too, taken certain measures. Solar panels on each villa help to power the hot water in the entirety of the resort. Single-use plastic is minimised by using paper straws and glass bottles. The Langhi Langhi leaves used for the canopies are sustainable in itself whilst the bamboo reduces timber usage. The island is proactively home to a recyclable water irrigation system and a composting facility. These are mindful acts to lessen the islandâ&#x20AC;&#x2122;s carbon footprint in times of increasing concerns towards climate changes. With such positivity stemming from one island, Emerald Maldives is no doubt a beautifully unique consideration for a dreamy refuge. The tropical debut of the island last year, opened doors for holiday goers to flock to this contemporarily Maldivian escapade. Refresh, rejuvenate and soak up the islandâ&#x20AC;&#x2122;s offerings in this wonderfully lush break to free your soul. To go back to your reality with a relaxed psyche.

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COVER STORY | by Nihat Ercan, JLL

ASIA PACIFIC HOTELS CONTINUE TO WEATHER THE COVID-19 STORM NIHAT ERCAN THE ASIA PACIFIC HOTEL INDUSTRY was riding high in 2019. Tourism from both the business and leisure travel segment was firing on all cylinders. The continued growth in outbound China tourism had created numerous large revenue streams. And there were strong expectations for the robust momentum in MICE sector through events like the Singapore Airshow and Tokyo 2020 Olympics.

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Investors saw all this. Hotel transactions registered its highest recorded full-year levels in Asia Pacific, finishing the year at $12.7 billion in sales and roughly 50% year-on-year growth. This full-year performance contrasted with EMEA, where uncertainty principally around Brexit led to a flatlining of growth, and with the Americas, where there was a decline in volumes as late-cycle sales slowed down and portfolio sales stalled.

Private equity and high net worth buyers paved the way as they have done previously on acquisitions.

â&#x20AC;?

CHINA USD

JAPAN

1.42bn

USD

4.85bn

21%

90% HONG KONG

INDIA

USD

SOUTH KOREA

938m

USD

670m

USD

22%

2019 INVESTMENT ACTIVITY CHARGED BY JAPAN, SINGAPORE & CHINA

USD

SRI LANKA

USD

57m

1,600%

583% 116m

USD

79%

VIETNAM

USD

333m

-22% +22%

$9.1 -9%

USD

US$ Billions

+23%

AUSTRALIA

MALDIVES

$11.1 $10.0

$8.6 -22%

5 3

1.44bn

THAILAND

$8.6

SINGAPORE USD

387m

660%

Asia Pacific Historical Investment Growth 2015-2019

1.34bn 52%

TAIWAN

438m

USD

1,268%

709m 45%

JLL MOST ACTIVE MARKETS

1 2015 2016 2017 2018 2019 Japan Singapore China South Korea Australia Other

Encouragingly, investor activity was fuelled by appetite across all buyer categories and demand across all major geographies. In particular, private equity and high net worth buyers paved the way as they have done previously on acquisitions. In short, on the back of this 2019 performance, our 2020 projections were very much in line, with the possibility of some economic and political headwinds potentially influencing how investors

would underwrite their investment thesis, especially around cap rate movement and market growth expectations going forward. Sitting where we are now, amid the COVID-19 pandemic, no one would have foreseen such a night-and-day situation. Our much-beloved industry has regrettably turned into a poster child within the pandemic as one of the hardest-hit sectors due to travel restrictions.

It’s hard to argue this fact. From an operations perspective, many hotels in Asia Pacific, with lockdown liftings uncertain, are recording gross operating losses. Elsewhere, some hotels are opting to close doors and place unpaid staff on leave. Occupancy rates in Singapore, as a gateway city, and the Maldives, as a gateway resort destination, show the impact, but also provide some optics into how a recovery could present.

ISSUE #50 HOTELIER MALDIVES

â&#x20AC;?

Markets with different demand fundamentals will recover at different speeds. Leisure travel confidence and demand will take longer to recover when benchmarked against business travel, which will potentially rebound quicker.

In Singapore, we saw occupancy levels decline from a peak of 90% in January to between 15-30% on March 11 when the World Health Organisation (WHO) classified COVID-19 as a global pandemic. Following the WHOâ&#x20AC;&#x2122;s announcement, and the introduction of travel clampdowns, occupancy in Singapore declined further to roughly between 10-15%. More recently, several hotels have seen a rebound due to business coming from stranded Malaysians, who are employed by local companies or returning travellers, who are serving mandatory stay-at-home

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notices in hotels for periods of two weeks. By contrast, in the Maldives, occupancy levels fluctuated more than Singapore. Hotels that were reliant on China inbound demand saw an almost immediate drop-off and would have struggled to replace that business so quickly from other source markets. The resorts that focused on European winter travellers felt the pinch a little later in this situation, only observing a drop-off in late February before a more pronounced decline in March after the country formally recorded its first case. The Maldives effectively closed

its border, and hotels were forced to shut, albeit a few resorts that have remained open to service existing guests. Using these two markets as benchmarks, the big question now on everyoneâ&#x20AC;&#x2122;s minds is how recovery will present and what role will investors play, given their record appetite for Asia Pacific hotel assets in 2019. Looking at the investor angle provides hope for the industry and a recovery. Our expectation, once the recovery gains momentum, is that a rebound will take place within sixto-twelve months. That said, there are questions around the timing of

IMPACT OF CORONA VIRUS IN URBAN VS. RESORT MARKETS – OCCUPANCY

the recovery and whether it would be a relatively sharp hockey-stick rebound or a more drawn out and turbulent “W”-type recovery. Our original forecast for green shoots was mid-year, but all indications suggest we’re in for a longer run. At the same, markets with different demand fundamentals will recover at different speeds. Leisure travel confidence and demand will take longer to recover when benchmarked against business travel, which will potentially rebound quicker.

With plenty of investors holding their powder dry, we expect that once when travel restrictions are lifted, and some green shoots appear, we will see a flurry of investment activity across the region.

”

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COVER STORY

Source: STR, JLL *Excludes Service Charge **Includes Service Charge

IMPACT OF CORONA VIRUS IN URBAN VS. RESORT MARKETS – ADR

This outlook begs the question, what are investors seeing? On the debt side, leverage levels in Asia tend to be quite conservative at an LTV of around 50%. Lending is often relationship-driven, and the lenders have so far been quite supportive, extending waiving of breaches in loan covenants and offering flexibility in interest and capital repayments. That said, as the pressure in the system builds, the arrangement may change for some of the less well-capitalized hotels, or the banks themselves start coming under pressure. Within the present environment, we do not see much distress, but owners are under pressure. As long as travel restrictions remain in place, the more difficult it will be to sustain the losses. In our view, we will likely see stress and distress in markets that are heavily reliant on leisure tourism and those which already had a supply and demand balance before COVID-19. This scenario may prompt investors to look more favourably

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on the hotel sector. Private equity is actively looking to capitalize on this environment and is seeking to invest across the capital stack, including in credit. In markets such as Singapore and Hong Kong, we expect to see “priced-to-market” opportunities, but not distress. This trend may emerge from non-core would-be sellers of hotel real estate that had held high pricing expectations in the previous cycle and who may now show more flexibility in meeting buyers. Most owners in these markets are long-term players and have plenty of cash to carry them through. As one owner put it to me recently, “We are in the business of owning hotels for twenty, thirty years. We have had a good run, and we can sustain a few quarters of losses.” Interestingly, in the last few weeks, several high net worth groups have indicated their intentions to set up a fund to acquire in distressed hotel assets. Although they are holding

cash for now as they weather this storm, they are looking further ahead at opportunities and are ready to deploy if the pricing is right, which is positive. While most transactions understandably remain on hold at present, we see the formation of a healthy pipeline. With plenty of investors holding their powder dry, we expect that once when travel restrictions are lifted, and some green shoots appear, we will see a flurry of investment activity across the region. Until we can demonstrate a level of normality to business activity and pace of life, we’re going to see an impact on demand and growth. It’s difficult to call at this stage, though, as we’re still in the eye of the storm and every day brings new developments. But we take hope that investor interest, a rebound in arrivals over the medium-term and strong long-term fundamentals of the Asia Pacific hotel space, will ensure a recovery and position a healthy industry going forward.

ABOUT THE AUTHOR

NIHAT ERCAN

Managing Director, Head of Investment Sales Asia Hotels & Hospitality, JLL Current Responsibilities Currently holding the position of Head of Investment Sales Asia and based in JLL’s Singapore office, Nihat overseas a team of 16 investment professionals based out of Singapore, Bangkok, HK, Shanghai and Ho Chi Minh City with a focus on the investment and divestment needs of hotel investors and owners across the Asia region.

NOTABLE SALES INCLUDE • Westin Tokyo • Andaz Singapore

Experience A JLL career professional, Nihat has been with the firm’s Hotels & Hospitality Group since 2002 when he began his early career as an Analyst in the company’s London headquarters. Based in Singapore since 2007 and with 18 years of experience selling hotels, Nihat has conducted USD 8 billion in hotel transactions to date across Europe, Asia and the Indian Ocean. Since joining the Asia team, Nihat has been engaged in a broad range of transaction mandates for Asian and Middle Eastern clients across the region with an active involvement in cross-border regional investment oppportunities and overseeing sales mandates in China, Hong Kong, the Indian Ocean, Japan, Singapore, and Thailand.

• Anantara Maldives

Amongst others Nihat’s successes include:

• Hilton Nagoya

- USD 1.5 billion sales across Japan including the sale in 2019 of the iconic Westin Tokyo. - USD 1.39 billion of transactions across the Indian Ocean including Cheval Blanc Maldives for a global record of USD 4.7 million per key, the Bayan Tree Seychelles and Movenpick Mauritius. - USD 1.5 billion of sales in Greater China including the InterContinental Hong Kong and Four Seasons Pudong. - USD 1.6 billion of sales in Singapore including the Andaz Singapore and Oakwookd Downtown in 2019.

Additionally, Nihat also focuses on the flow of Asi8an Capital Market in Europe and the U.S. In his role, Nihat has led the marketing of numerous trophy hotel investment opportunities to Asian capital including sale of the Mariott Champs Elysees at a record Euro 1.7 million per key to a Hong Kong listed Chinese company. A graduate of the University of Surrey, Nihat holds a first class BSc (Hons) in Hotel and Catering Management. He is a registered Real Estate Salesperson with Singapore’s Council for Estate Agencies.

• Conrad Maldives • Raffles Cambodia • Cheval Blanc Maldives • Four Seasons Pudong

• Hilton Niseko Village • Grand Park Orchard Singapore • InterContinental Hong Kong • Movenpick Karon Phuket • Mariot Champs Elysees

Contact:

T: +65 8322 8348 E: nihat.ercan@ap.jll.com

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EMERGING DESTINATIONS | by Nashama Mohamed

HUVADHOO ATOLL

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Listed among the 10 largest atolls in the world, Huvadhoo atoll is a unique chunk of Maldives that one will not experience elsewhere. Gaafu Alif and Gaafu Dhaalu, the two districts making up the atoll are said to have been the main hubs for Buddhism in ancient days; archaeological proofs of which are still waiting to be explored.

WHY SHOULD THE BEAUTY OF MALDIVES be confined to just the North? It has many spots that deserve a visit. Thanks to better transport and development of resorts the area is becoming popular among tourists. Tourism began flourishing in the Maldives since 1970s when resorts near the capital city emerged. They had the advantage of the nearby international airport, bringing crowds of tourists to the country. However, popularization of domestic airports in the 90s has been a game-changer for jewels tucked in the Southern most end of the Maldives, namely Huvadhoo atoll. Listed among the 10 largest atolls in the world, Huvadhoo atoll is a unique chunk of Maldives that one will not experience elsewhere. Gaafu Alif and Gaafu Dhaalu, the two districts making up the atoll are said to have been the main hubs for Buddhism in ancient days; archaeological proofs of which are still waiting to be explored.

Disconnected from the rest of the Maldives, the dialect, here, while differing from island to island within the atoll, is entirely divergent from the mainstream language. They are famous for their intrinsically designed women mats and traditional Dhivehi libaas sewed with finesse like no other. Huvadhoo atoll is a world within a world. The atoll has also gained traction for its marine life. Much sought-after marine animals such as blacktip and whitetip reef sharks, hammerheads, tiger and leopard sharks, and turtles dwell in the seas of the atoll. If you are lucky, whale sharks can also be spotted during May and June when currents change direction and plankton levels rise. This is a location surely to be on bucket lists of enthusiastic divers. With airports in the North Kooddoo and South Kaadedhoo roughly an hour away by domestic flight from Velana International Airport, the atoll is now home to many international hotel chains. Acclaimed international brands such as Park Hyatt, Accor, Robinson, Pullman, Outrigger, Raffles, Amari, and Cenizaro resorts now spread across the atoll offering pearly white beaches with a touch of luxury.

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EMERGING DESTINATIONS MERCURE MALDIVES KOODDOO RESORT Mercure Maldives Kooddoo Resort, unveiled in September 2017, is the first-ever resort with water villas in the Maldives built on an airport island. An ideal destination for business and leisure, the resort takes pride in their vibrant furniture and colourful aesthetic. With 43 overwater villas and 25 beach villas, the Accor resort offers lavish options such as private pools and an overwater bar. When it comes to entertainment, Mercure Maldives doesnâ&#x20AC;&#x2122;t fall short on creative classes to provide meaningful experiences for their guests. The resort teaches the traditional Maldivian art of coconut tree climbing for its guests every Friday. Travellers can also participate in their educational cooking classes for both Maldivian and International cuisine, and join a Spa Home Class if you want to surprise your loved ones with a special spa treat. Offering a spectacular view of the tropical sunset, the VISTAS - GASTROBAR perched on stilts overwater is the ultimate Maldives experience for lovers of the sea and good food. The lounge offers speciality coffees, teas, and handcrafted cocktails with freshly baked pastries. Mercure Maldives Kooddoo Resort is a 65-minute domestic seaplane journey from Velana International Airport to Kooddoo airport where the resort is situated.

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ISSUE #50 HOTELIER MALDIVES

EMERGING DESTINATIONS OUTRIGGER KONOTTA MALDIVES RESORT Outrigger Konotta Maldives Resort, opened in August 2015, is the place to be for maximum relaxation with your family and loved ones. Sitting amidst the blue waters of Gaafu Dhaalu atoll, the resort offers complete privacy and seclusion to rejuvenate body and mind for your vacation. Boasting 29 villas on land and 24 luxurious villas overwater, the resort strives to extend world-class service and uncompromising hospitality to their guests. The small hideaway island in the South ensures their guests are well-catered for in the Navasana Spa. Immerse yourselves in the resident hydrotherapy pool or take a steam bath after a relaxing yoga retreat to make the most of your spa experience. The resort also encourages not to shy away from watersports. The lagoon of Konotta offers a range of tropical marine life, most prominently leopard sharks and varieties of rays grazing the beach and reef of the island. The resort recently introduced a classic floating breakfast fit for a tropical vacation with freshly cracked coconuts and breakfast treats while you dip into your private pool. Furthermore, a unique collection of premium spirits from East Asia such as varieties of Sake, Umeshu, Shochu, and Baijiu are available in-house for exotic adventure seekers. Outrigger Konotta Maldives Resort is a 55-minute domestic flight journey from Velana International Airport to Kaadedhdhoo airport, and then a 30-minute speedboat ride to the resort.

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PARK HYATT MALDIVES HADAHAA Park Hyatt Maldives Hadahaa opened in 2011 is the first and only resort in the Maldives certified by EarthCheck for planning, building, and construction. Boasting 50 luxurious villas, 36 villas on the beach and 14 villas spread out over water, their commitment to conservation and sustainability is unparalleled in the industry. The brand vows to get rid of single-use water bottles by June 2021 in all its properties, and Hadahaa manages an in-house water bottling plant to reuse glass bottles. The resort pays homage to traditional Maldivian architecture by incorporating coconut timber and coral stones in their construction and conducts programmes to teach English and Cross-Cultural education for youth in nearby inhibited local islands. Park Hyatt is a brand that is environment-conscious and determined to invest in the future, which is apparent through its numerous projects to positively contribute to the local community and the planet. This mind-set is translated to many of their services offered to guests as well. Cookery classes are open to guests interested in learning popular Italian dishes and traditional Maldivian dishes. If you are itching to prepare Maldivian cuisine, such as garudhiya (Maldivian fish broth,) curries, and whole reef fish, these classes would be worthwhile to feed your curiosity. Park Hyatt Maldives Hadahaa is a 55-minute seaplane journey from Velana International Airport to Kooddoo airport, and then a 30-minute speedboat ride to the resort.

ISSUE #50 HOTELIER MALDIVES

EMERGING DESTINATIONS PULLMAN MALDIVES MAAMUTAA Pullman Maldives Maamutaa, the youngest edition to Huvadhoo atoll, opened in September 2019 with the promise of luxury travel at its finest. The resort features beachfront and overwater villas with minimalistic design and maximum affluence. The spotlight goes to the in-house two Aqua villas with bedrooms submerged in the Indian Ocean which is your ticket to have a front-row seat to a picturesque view of extensive underwater fauna. The island is blessed with a natural lake; a rare find in the Maldives, and one of the largest and deepest lagoons the region has to offer. A range of activities awaits you at Pullman Maldives Maamutaa. Treasure hunts, 26 diving sites, nature walks, and an invigorating Raaveriya boot-camp fitness experience are sure to stir up your appetite for adventure. The Accor resort offers a generous All-Inclusive package for its guests with options to dine from multiple outlets. To tantalize your taste buds, the restaurant offers a stretch of organically-sourced dishes ranging from Mediterranean, French, Chinese, Maldivian, Arabic, to Indian cuisine to pair with a wine list featuring over 80 wines from different corners of the world. Pullman Maldives Maamutaa is a 55-minute domestic seaplane journey from Velana International Airport to Kooddoo airport, and then a 15-minute speedboat ride to the resort.

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ISSUE #50 HOTELIER MALDIVES

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EMERGING DESTINATIONS ROBINSON CLUB MALDIVES Robinson Club Maldives opened in 2009 is a haven for couples and singles looking for a child-free gateway. The Adults Only resort is enveloped by lush coral reefs and a pristine lagoon housing diverse species of marine life. The resort carries an inventory of 121 beachfronts, garden and overwater villas which makes up for an intimate retreat for those looking for the perfect remote location. Most bungalows and suites are equipped with exotic open-air bathrooms with shower and bathtubs, large king-size beds fit for a honeymoon, walk-in closets, and outdoor terraces for total privacy. Wellness programs such as guided meditation, yoga, Pilates, aqua aerobics, and sauna treatments are available and For enthusiasts of fine cuisine, the resort ensures the buffet spreads, live cooking, and A La Carte options are nutrition-conscious foods influenced by the latest diet trends and personalized for all your dietary needs. Robinson Club Maldives is a 70-minute domestic flight from from Velana International Airport to Kaadedhdhoo Airport, and then a 30 minute speedboat ride to the resort.

ISSUE #50 HOTELIER MALDIVES

EMERGING DESTINATIONS THE RESIDENCE MALDIVES FALHUMAAFUSHI & DHIGURAH The Residence Maldives at Dhigurah welcomed its first guests in June 2019 unveiling 173 villas including beach villas and water villas with stellar service. Connected by a bridge of 1 kilometre to its sister island The Residence Maldives at Falhumaafushi featuring 94 luxurious villas, the two resorts of the international chain offer a private experience for your honeymoon gateways and family vacations. For guests of the resorts, visiting the Spa by Clarins is a must. Exclusive to the Residence Maldives, The Spa by Clarins offers a bespoke range of holistic treatments to those seeking the ultimate wellness treatments. Inspired by time-honoured wellness traditions of the East paired with European innovations, the signature treatment Essence of Dhigurah is an escape into rejuvenation with its unique treatment of utilizing locally grown herbs and plants made into a herbal massage pouch. Dhigurah is especially proud of their private dining experiences available to guests celebrating special occasions. The service covers all bases, including romantic dinner for two under the stars, family picnic on the beach, or a birthday feast with friends; all menus crafted by a personal chef according to your specific dietary needs, accompanied by the luxurious touch of a personal butler to serve for the occasion. The Residence Maldives at Falhumaafushi & Dhigurah is a 55-minute domestic seaplane journey from Velana International Airport to Kooddoo airport and then a five to seven-minute speedboat ride to the resorts. All resorts above offer a unique experience and ambience exclusive to its own, served with uncompromising hospitality of the Maldives to its guests. More resorts are said to emerge in the Huvadhu atoll. As of now, 5 more uninhabited islands in the atoll are up for lease by the Maldivian government for development of resorts, giving a hopeful prospect of progress and diversity for guests.

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ISSUE #50 HOTELIER MALDIVES

THE GMâ&#x20AC;&#x2122;S VIEW | by Yumnu Adnan

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ETIENNE DALANÇON GENERAL MANAGER Waldorf Astoria Maldives Ithaafushi

The Maldives cannot be compared with any other destination in the world. It is truly unique by its geography, settings and diverse environment.

” ISSUE #50 HOTELIER MALDIVES

THE GM’S VIEW

HOTELIER MALDIVES: Waldorf Astoria Maldives Ithaafushi is the first property that you are managing in the Maldives. How would you describe your experience so far working in the Maldives?

What would you say are your biggest strengths as a manager?

Etienne Dalancon: In one word, excellent! Having the right team and brand partners make the challenge of opening such an anticipated luxury resort a lot smoother. It’s very much about finding the right people to work with, asking the right questions and essentially listening to your team surrounding you.

My biggest strengths are listening to others and empowering my entire team. I allow my team the flexibility while working and the opportunity to contribute and share their ideas. I believe in the opportunity for the team to be highly involved in the process and monitor the progressive success of the resort.

What attracted you to work in the luxury hospitality industry?

How does your experience working in the Maldives compare to working in other countries?

The Maldives cannot be compared with any other destination in the world. It is truly unique by its geography, settings and diverse environment. Working in the Maldives, I feel the key areas to stay focused on are: logistic, anticipation and planning. Opening a property is challenging anywhere in the world, but it is essential to maintain motivation and keep everything fun - this brings a team together right from the start.

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Interestingly, nothing as I almost just fell into it. I have a business school background and my first job was in sales in a fantastic hotel in Paris (Hôtel Plaza Athénée Paris, part of the Dorchester Collection). When you get the opportunity to start your career in such an exclusive and opulent property you can’t help but fall in love with the luxury hospitality.

”

When you get the opportunity to start your career in such an exclusive and opulent property you can’t help but fall in love with the luxury hospitality.

As Waldorf Astoria Maldives Ithaafushi is a new property, what are the primary challenges you have faced?

Challenge number one was to open at the right time, with the right team and with a 100% operational product. I am proud to say that we have achieved this milestone despite the difficulties, and we can already see the resort being incredibly successful. Timing and readiness are key. We can’t afford to open a resort of this calibre without being fully ready in every aspect, from the service to the products and the overall guest experience.

What are your future plans for Waldorf Astoria Maldives Ithaafushi?

As a resort, we have many exciting plans for the future. As we continue to progress we now understand the island in more depth and the resort’s strengths and weaknesses. A complete plan of enhancement is on the launchpad for this year and we shall begin as soon as we are ready, which will most probably be in the spring. I shall not go into further details as it is too early to discuss. However, I can say that I am looking forward to getting started with the enhancements which are going to prove very successful. At Waldorf Astoria Maldives Ithaafushi, we believe that maintaining a constant evolution mode creates excitement around the resort and what’s happening on the island, for both our guests and the team.

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EXCLUSIVE | by Yumnu Adnan

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CIVIL COFFEE SOCIETY:

Chic and Special THE SPECIALTY COFFEE SCENE in the Maldives has been ever growing, with new cafe’s seemingly popping up every year. However, tucked away in the middle of the bustling city, lies a cafe that stands out with its top tier services. Classy, chic and sophisticated – The Civil Coffee society serves an array of French pastries, cakes, Tarts and of course - aromatic Specialty coffee.

ISSUE #50 HOTELIER MALDIVES

EXCLUSIVE Established in 2016, the cafe’ prides itself on being able to roast, and offer their customers coffee beans from various farms in different regions of the world. Thus, you’re ensured a thoroughly new experience on your every visit. Upon entrance, you are greeted with a whiff of freshly grounded coffee beans, friendly baristas, and the sound of Groovy jazz music piano playing in the background. An array of freshly made pastries and delicacies were on display, ranging from croissants, banana cream pie and warm chocolate chip cookies. What the café lacked in the amount of items, they made up for an excellent, consistent menu and service that never fails to please. All the food items available are made entirely in house, from the croissants to the gelato to the hot chocolate.

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The wooden decor with white washed walls, the spacious seating arrangements, and the warm lighting provides a calming, soothing atmosphere - an ideal getaway from the hustle and bustle of the city. The friendly baristas adds on to the welcoming atmosphere - as they are attentive and strikes a friendly conversation, making you feel welcomed into the premises. The star of the show however, is the coffee, roasted by Civil Coffee Roasters. Born out of the very passion to bring the best one can out of every bean. Every cup made passionately, with love, and care in ensuring the perfect balance of tastes are as Civil puts it, “We like to celebrate every bean, and every cup”.

Their tea collection does not fail to impress either, with pickings of either Black, Bush, Green, Herbal – you name it, are sure to cater to any tea lover. From a strong Earl Grey Lavender to Chamomile, it is hard to not find a pot that would wind you down after a hectic work day. A variety of fresh juices and cold brewed coffee are also available on their menu, an ideal choice for a sweltering hot afternoon. The Civil Coffee Society is ideal whether you wish to grab a quick brew before your speedy transfer to your destination – as it’s mere minutes away from the jetties, or if you just want to unwind after a long hard day.

ISSUE #50 HOTELIER MALDIVES

EXCLUSIVE | by LEO LAIT

Kandima Maldives

MALDIVIAN MUSIC C O M PA N Y

SOUNDSCAPE

M A K I N G WAV E S THROUGH PLAYLISTS NEXT TIME YOU ARE ENJOYING a coffee in your

favorite cafe, dinner in a fancy restaurant or sat in a hotel lobby, take a moment and listen. You will almost certainly hear music, but how does it sound? Is it improving the atmosphere? Does it fit for the time of day? Does it feel ‘on-brand’? The hospitality industry has become increasingly aware that creating memorable sensory experiences for their guests keeps them coming back and DJ Umar Ziyad, founder of Male-based music branding consultancy SOUNDSCAPE, believes that bespoke playlists can play a key role in this.

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With over 20 years’ experience DJ-ing at boutique and luxury resorts across the Maldives and internationally with brands like Constance , Cheval Blanc and One and Only Reethi Rah; Umar has unique understanding of how hospitality brands can use music to create the right atmosphere and engage with their guests on an emotional level. During his travels, it became clear to Umar that hotel outlets often look and feel great but don’t have a sound to match. Armed with a library over 500,000 tracks and 150 styles of music, Soundscape undertake an in-depth consultation with each client to understand the brand’s core personality, audience and the music requirements for each outlet, at each time of day. Their music team, which includes UK-based playlist curators, then set about translating this into a tailored music strategy and curated playlists. Whether it is playlists for public areas, F&B outlets, poolside, gyms or spas or even jetties, Soundscape will provide the right sound. Much like their international competitors, Soundscape install a custom-built connected music player in each space that requires

music. This magic box then automatically plays out the handcrafted playlists to a planned timetable, ensuring the music graduates throughout the day, from mellow mornings to lively lunch and romantic evenings. The remote-management music player means the only thing clients have to do is control the volume. Soundscape occupy a unique space in the market with their competitors having little to no presence in the Maldives and wider region. With a Male’ HQ that handles operations and technical support and a music team including both regional experts and UK-based playlist curators, Umar believes his clients receive a winning combination of responsive local technical support with international music experience. Since launching just a year ago, Soundscape have certainly made some impressive moves, already working with the likes of Sheraton Maldives, Kandima Maldives, Total Fitness Group (TFG), Café Ier, Seagull and Coco Chic. Given the ever-changing tourism industry, hotel brands have to work harder to differentiate themselves and connect with their guests emotionally - What better way to do this than with tailored music.

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WOMEN IN HOSPITALITY | by Leesha Haneef

ENNUSHA BEEJAH HUMAN RESOURCES MANAGER at Constance Halaveli ENNUSHA BEEJAH IS AN EXAMPLE OF THE EXTRA HEIGHTS

which women have achieved within the modern Maldives hospitality industry. With a strong and persistent character and a career commitment of over 10 years with Constance Hotels and Resorts, Ennusha has proven to be an asset to the Halaveli team with her unique talent for managing people. She holds an array of achievements including a Bachelor of Science (B.Sc.) in Hospitality, Recreation and Leisure from the University of Mauritius, an MBA Postgraduate in Hospitality Management from the Hotel and Tourism Management Institute in Switzerland and a Master of Business Administration (MBA) in Hospitality Management from Queen Margaret University, Scotland.

Hotelier Maldives: Could you tell us about yourself and how you began a career in the hospitality industry?

Enusha Beejah: I was born in Mauritius into a family of accountants. My whole family expected me to follow in their footsteps, but I never saw myself sitting at an office in the city. I was drawn towards nature, to explore and to look for something which I had a real passion for. It was when I travelled to Switzerland to study Hospitality that I discovered what I was really passionate about. After the completion of my studies, I went back home to Mauritius and joined the Constance Hotels and Resorts company. At the Constance group, I started off as a management trainee in Constance Belle Mare Plage in Mauritius, then I moved to housekeeping coordinator which involved moving to the Constance training academy. For the past decade, I have been with the company and developed my skills and talents while also building up and developing my team along the way.

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How did you come across the opportunity to join Constance Halaveli and what attracted you to working in the Maldives?

While working at the Constance Academy, we got the opportunity to travel to all the properties which are part of the company, with the purpose of conducting corporate training. This was how I was first introduced to the Maldives. For work I was already travelling as frequently as five times a year to the Maldives. I fell in love with the country, but not just for the Sun, Sea and Sand but rather the spirit of it. What pushed me towards the Maldives was the people and the diversity. Here I see that Maldivians are indeed very unique in their spirit and culture, yet they are very open and accommodating to the rest of the world. Their nature is very warm, welcoming, and hardworking. You donâ&#x20AC;&#x2122;t feel at all separate working here.

What are your experiences in working as a human resources manager in Maldives, which is still very much dominated by men? At Constance Halaveli, currently there are only 33 women working at the resort versus 230 men. So yes, there is still a huge difference among the genders. However, I believe that my advantage as a female Human Resources Manager is that it gives me the opportunity to be more approachable to others. But even though I am usually soft while dealing with people, I also realise that I do need to build a tough layer around myself at times. Naturally I have feminine traits, but it does not make me weak. If I need

to be firm, I shall be firm. Rules are rules for everyone. It is important that there is no room for discrimination in passing judgments and making decisions. I believe I am much more firm with the HODâ&#x20AC;&#x2122;s in comparison to the junior line members, because I strongly believe that the HODâ&#x20AC;&#x2122;s set the example. Sometimes I do find myself guiding the General Manager and Executives and I consider myself lucky that they let me coach them and listen to my suggestions. I feel my role as a human resources manager is very well accepted among my other male peers and I never feel any difference just because of my gender. I feel fully included, accepted and valued here.

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WOMEN IN HOSPITALITY

Sometimes you must face challenging cases which may turn legal and you would be in a position to take serious decisions. How do you identify these situations and how do you approach making major decisions regarding team members?

I am very much a logical person. In a situation like this, there are two versions which may be contradicting. First, I would carefully investigate and talk to each person to see what they have to say, but in the end I always choose logic over my intuition. I always think that there are no good or bad people. Everyone has a percentage of both in them, we are humans. For disciplinary action I go with logic but for recruitment it’s my intuition that I follow.

When hiring locals, do you get a satisfactory amount of young people who are looking to begin a career within the hospitality industry? What are your thoughts on this? Constance Halaveli has a young workforce, mostly millennials. Their commitment level for jobs and brands are very different compared to the previous generation. However, we do understand this

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as it is a fast growing industry and the way youngsters gather work experience is completely different. They are always keen to work for the new and upcoming brand and to find opportunities to work at new properties. We appreciate it as they do tend to be frank about their commitment, at least you know what to expect and then plan accordingly. Occasionally there are some members who really do give high commitment and stay with us for many years. We need to find a balance in order to give them what they require, as this is an isolated island and they usually don’t have much to do as they would have working in Male’ city.

How important is it to keep the team motivated and what are the things that you do at Constance Halaveli to achieve this? At the resort we have several activities planned for the entire team throughout the year, which I find really keeps them motivated. We try to introduce new activities, listen to their needs and their feedback. We always try to implement their requests as much as we can. We can’t just let them eat, sleep and start over each day. If not physically but

then mentally this would definitely affect them. We need to involve everyone in the resort activities for their well-being and to keep them stimulated daily. Activities and entertainment should be available for everyone.

What advice would you give to young hoteliers who would like to pursue a career within the hospitality industry?

There is a metaphor I use with my new recruits to describe the industry. This industry is not like an instant noodle but rather like a fine dining experience with various courses. With fine dining we cultivate patience, delicacy and appreciation. This does not normally come instantly when you start in the Hospitality industry. It develops through time. Hospitality industry is a spectrum of learning and development for newcomers: my advice is to walk the way through and not be in a rush. The experience acquired throughout builds not only your career but shapes you as an individual. Qualification is important, but experience is equally important.

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HAPPENINGS

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MIRIHI ISLAND RESORT CELEBRATES 17TH ANNIVERSARY

“The most exciting thing for me about Mirihi’s anniversary is to be celebrating this special day with 13 of my friends whom I started working together 18 years ago as part of Mirihi pre-opening Team and with whom I celebrated every single anniversary of Mirihi.” Mohamed Shareef General Manager

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HAPPENINGS

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Bridging the gap through holistic training (BRIGHT)

CONSTANCE HALAVELI HONOURS ITS BRIGHTEST

Constance Halaveli, recently, held an awards function to honour their employees who had shown inventiveness and passion in the leadership programmes. There were employees who got their graduation certificates, top performers were given the top three awards and some got the passion awards for their performance in duties and events. The bright programme requires participants to develop project proposals to showcase their inventiveness that benefits the team, the guest as well as the hotel. This year one of the bright projects was selected as the best innovation in Constance Group. These skills enable the staff in preparing for the journey ahead.

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EDUCATION & TRAINING | by Steven Ferry

Auditing the Auditors Part II of III

The Art of Finding the Pulse 60

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SERVICES THAT FAIL to change with

the times, fall out of use: Third party QA programs are being dissolved by the increasing use of social media by guests and management alike, to determine the state of affairs and rankings of hotels / resorts. The replacement of professionals by amateurs with limited knowledge and the full confidence of their own particular experience, is not an improvement but has become the reality. Part II of the three-part series on Quality Assurance looks at the pros and cons of each, and the best way to retain the professionalism of QA audits while maintaining the finger on the pulse, via social media and of the guests. Gauging performance of oneâ&#x20AC;&#x2122;s hotel or resort, guest sentiments, and presenting the right image to potential guests, used to be accomplished by professionals: internal audits, PR, and marketing departments, travel agencies as independent marketers; and later on, third-party audits, and for higher-end properties, membership in such as LHW or the Mobil/Forbes list to make a statement about what quality a guest might expect. There was some measure of control, whether or not the audits and surveys were accurate portrayals of the existing reality. The downside was that the ratings afforded were not transparent to the guests and tended toward the hyperbolic, losing some meaning for guests. With the failure of some hotel companies to maintain brand standardsâ&#x20AC;&#x201D;the tendency

The anonymity in the virtual world has introduced unreasonable venting, fake identities, bots, generating inaccurate pictures and forcing the industry to focus on image management over guest servicing. for travel guides, PR pieces in magazines and media to paint too-rosy-a-picture driven by commerce rather than the quality of the actual guest experience and consumers—were often led astray in their selection of a hotel or resort. Enter the 21st Century and the ascendancy of the virtual world over the real one. Especially in hospitality with the shift from thorough assessments and statements by hospitality professionals, as a means for evaluation of hotels and resorts to guests empowered by a social media reach, held control over the hotels and resorts they frequented. Where previously hotels were being accused of making an impression over guest understanding of the true state of affairs. While many consumer posts are genuine—The anonymity in the virtual world has introduced unreasonable venting, fake identities, bots, generating inaccurate pictures and forcing the

industry to focus on image management over guest servicing. The Shed at Dulwich would be the most compelling example of “Fake reviews.” The Shed was London’s top rated restaurant on TripAdvisor in 2017— until the freelance writer blew the whistle on himself. The Restaurant didn’t exist in the real world, other than the fake website and a phone number to get booked. The writer’s inspiration came from the writing he had been paid for previously: posting fake reviews for real restaurants in the capital city. Within five months of being accepted by TripAdvisor, the 104 fake reviews posted by friends and family, who rated their experience as 5* with a few 4*s, catapulted The Shed at Dulwich to #1. The pros of C2C collaboration through social media platforms is that hotels and resorts exist existentially to service their guests. What could be wrong

with keeping focus on the pulse of guest satisfaction? That was how independent audits started in the Sixties in England, as discussed in Part I of this series for emotional engagement and guest satisfaction. Somewhere along the line, the hospitality industry focused its QA standards on the objects of its trade—the buildings, the rooms and their servicing. Due to the instant C2C communication lines of the many social platforms, the pendulum has swung over to the guests asserting themselves and doing their own assessments. If only they focused more on balanced and factual information rather than emotional content and anecdotal accounts. Does an agglomeration of anecdotes relayed by those in possession of a little knowledge, add up to a balanced and accurate account—upon which guests can decide from the overwhelming amount of choices, which hotel to book? Accurate or not, these assessments mean more to the upcoming generations of guests than a hotel’s hard-won membership in an exclusive club or QA ratings: According to one report, 50% of business travelers and almost as many leisure travelers are influenced in their decision for hotel stays by user reviews. A second report claimed 74% were swayed by peer reviews, and a third, 90%. There is no escaping the reality that consumers influence consumers in their hotel and resort choices far more than industry PR and marketing efforts. The hospitality game by necessity has turned to cosseting and coddling the consumer directly. Guest satisfaction is focal point, what the consumers sees and hears when deciding on a purchase is extremely important—perception being a big part of reality.

SO WHY DO QA AUDITS PAY SCANT ATTENTION TO THIS MAJOR SHIFT AND DYNAMIC? It could explain the growing disenchantment by some chains and GMs with current QA assessments, preferring to focus on GSSs and social media to assess the public perception of their property. Yes, perception helps define reality. Focusing on social media management and downplaying QA, whether internal or through

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EDUCATION & TRAINING

third parties, is to focus on the scoreboard rather than the game in progress. According to Welf Ebeling, one of the founders of LQA, and long-term COO of the Leading Hotels of the World, “From the perspective of some hotel proprietors and GM’s, QA assessments have become a surreal experience when they are judged by standards that do not necessarily apply to their property but that had been created as common denominators to fit a multitude of hotels regardless of cultural differences, size, and purpose, and were based on the preferences and habits of a generation of guests that is no longer the predominant demographic customer segment. Add to that the public perception created by once-a-year, publications-owned rating systems that only provide judgment without any detailed feedback, and you get that vaguely unsettling feeling of being asked to rearrange the deck chairs on the Titanic as it slides into oblivion. And so we have QA not moving with the times and letting down hoteliers with inadequately conceived audits that fail to focus on the core issues that ultimately produce guest satisfaction.”

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Too often, those who post are motivated by ire at some real or perceived shortfall, while those who are happy, often do not post at all. It seems the idyllic days are over for hotels and resorts: No longer in control of public perception, occupancy and revenue streams—instead of grappling with the rapidly changing, inaccurate, and insufficiently monitored-and-controlled social-media landscape—although in this visual, videos are the preferred blogging tool. Social media puts hoteliers at the mercy of those with a limited knowledge and so they propitiate, comping unnecessarily in the hope of retaining loyalty; fêting bloggers they hope are real influencers for the target demographics of their property, and in the hope they will influence their followers to visit.

Some hoteliers are trying to win over the social media game by having staff post pre-approved content on platforms. They seek to nuance their ads and marketing into stories that reinforce their unique brand. Others use software like HootSuite to monitor guest comments across multiple social-media platforms, performing damage control or seizing opportunities to win credibility. Some respond by inflating guest reviews to raise their property’s rank: instructing staff to hand out “Tripadvisor” cards and/or encouraging guests to post on social media before leaving the premises, or emailing links after the guests have departed.

Too often, those who post are motivated by ire at some real or perceived shortfall, while those who are happy, often do not post at all. Yet, this influence-the-metrics game does present an inflated picture. According to Peter O’Connor’s The Four Crucial Steps in Managing Your Hotel’s Online Reviews “Online reputation management system vendor TrustYou claims that a 1% increase in their TrustScore (generated from crawling through user reviews on dozens of relevant user review sites) typically results in an ADR increase of 4.6%, which translates into nearly half a million dollars’ worth of additional revenue for a typical U.S. hotel. Similarly, a recent Harvard Business Review study showed that a one-star difference in rating on user review sites can lead to nearly a 6% difference in revenues, a gap that should act as a significant motivator for managing reputation and improving overall scores.”

So we have these two paths to understanding how a hotel or resort is performing—confidential QA in the real world and public social media monitoring and influencing in the virtual world—one internal and professionally derived to maintain the standards that are designed to bring about a happy guest experience; and the other consumer driven and in the public domain, based on the actual service received. What would happen if these were combined into a comprehensive overview of performance and standing to guide management at the operational, as well as PR and marketing, levels? In Part III of this series, we will look at what QA could be doing to give hotels and resorts the full story on how they are performing in the 21st Century; and furthermore, to add value to each property by improving the conditions needed to keep guests returning based on their own experience, rather than the megaphoned words of fellow consumers they have generally never met, but whose words reach far and wide on social media.

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WELLNESS | by Nashama Mohamed

Heal with sound at Meeru DUNIYE SPA AT MEERU

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DUNIYE SPA offers a sound journey for healing and deep relaxation. Sound therapy, a time proven ancient art that employs vibrations created by a variety of traditional acoustic instruments backed by science which supports cellular healing. This method promotes profound relaxation and increased self-awareness.

The vibration of gongs echoing through the hall overlays the soothing sound of running water of the pond nearby. The pond envelops Duniye Spa of Meeru Island Resort, while guests gather around a therapist who guides them into a meditative state generated by gongs and crystal bowls. It is during the midst of this deeply-immersive experience you find complete tranquility and spiritual elevation. Sound healing is a therapeutic practise that has been in existence since aeons ago. Its ancient origins of Tibetan singing bowls used for therapeutic music, sound vibration techniques used by ancient Greeks to aid digestion, and a diverse range of tribal music used to enhance cognitive health and physical well-being are time-proven. It is nothing new but a lost art that is now being re-discovered. Renate Hermes, Group Spa Director of Crown and Champa Resorts chain, hosts sound bath sessions in the spacious Duniye Spa Center of Meeru for all guests of the island twice a month free of charge. This labour of love is initiated with the mission of introducing the traditional sound bath treatment of relaxation and allowing stressed out guests to take a step back and clear their minds fogged with the hustle and bustle of everyday life. “The idea of the session is to take some quality me-time while on holiday, to give themselves a gift of self-care in a form that is supportive and educational,” Renate explains. The German wellness expert further clarifies that motivations for guests coming to Maldives are no longer just sea, sand, and the sun. People are looking for more than the primary charm of tropical Maldives, but also a place they can tap into their mindfulness journey and spiritual healing. “I’ve had the privilege to be here for such a long time, and I can see the motivation, the state of mind, and the stress level of people has changed dramatically.” Renate explains. “That is where I feel such a need to address that, and what better opportunity being in this sort of protected, safe, and inspiring environment where you can set back, you can let go, and give yourself a gift of taking some quality me-time to reflect on your own individual wellness journey.”

This labour of love is initiated with the mission of introducing the traditional sound bath treatment of relaxation and allowing stressed out guests to take a step back and clear their minds fogged with the hustle and bustle of everyday life.

TRADITION MEETS SCIENCE “Very simply put, sound is vibration,” she explains. “The instruments used create invisible but tangible ripples, vibrations. They are measurable. There has been a fair amount of research all over the planet on how effective sound healing can be, including cancer treatments. It is a scientific evidence-based healing power if applied in the right way.” This is backed by many scientists including researchers of American Journal of Health Promotion who have discovered that sound waves affect the human nervous system and aid to decrease blood pressure. ` Vibrations created by the traditional acoustic instruments activate the parasympathetic nervous system responsible for restoring the body to a calming state by slowing the heart rate and increasing a physiological relaxation response in the body. Simply put, the fight or flight response is inhibited to allow guests a transcendental experience of introspective mindfulness.

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WELLNESS

MINDFULNESS OF MEERU “Mindfulness is hip now. But if you go back to the core, to the origin, to the roots, and connect back to that, you distil the essence of it,” Renate iterates. The open meditation classes of Meeru promote mindfulness training, a practice of deep introspection and self-awareness that ties back to the evolutionary response of fight or flight. This adrenaline pumped instantaneous response, while useful in extremely dangerous situations to the physique, can hold one back from making informed decisions. Being mindful, that is self-aware and present in situations, will help people bridge the gap between instinct and intellect, which is the main goal of Sound Bath and Mindfulness sessions of Meeru. “From my background, I ask what motivates people. Why do they do things? Why do they choose to come to the spa? Why do they choose to come to the Maldives? Why do they come to this island?” The spa Director implores that she and her team at Duniye Spa strives to give useful experiences to the guests that they can take home. “Being now in the

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Being mindful, that is self-aware and present in situations, will help people bridge the gap between instinct and intellect, which is the main goal of Sound Bath and Mindfulness sessions of Meeru.

wellness industry for decades, my passion lies in creating transformative experiences. At least initiating it if they can’t have it here.” While Mindfulness is not something guests can achieve overnight, the introductory session will chop away roadblocks to achieving it. Renate clarifies that many guests simply don’t know where to start their journey to spiritual and physical well-being. Many guests remain undecided between options such various trendy diets and exercises. The Sound Bath classes are designed

to help guests navigate these roadblocks and provide a restorative experience with a therapist who is 100% dedicated to them. “Ultimately what I can do in the given time frame here is I can ignite the spark, I can plant the seed, I can kickstart,” Renate speaks of Duniye Spa of Meeru and other branches in CCR properties moving in the direction of Mindfulnesscentered wellness hub. “This is my hope to provide guidance and inspiration for people to find their individual path to what I call a holistic lifestyle.”

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NEW OPENINGS | by Camilla Ashworth

AUTHENTIC MALDIVES Take home a part of your Maldivian experience. A NEW DUTY FREE SHOP named

‘Authentic Maldives’ by the Business Center Corporation (BCC) was opened at Velana International Airport on Thursday 9th January 2020. In attendance at the opening ceremony was Economic Minister, Uz. Fayyaz Ismail, Finance Minister, Mr. Ibrahim Ameer, acting Managing Director of Maldives Airports Company Limited (MACL), Mr. Moosa Solih and employees of Authentic Maldives. The ambitious project to improve the existing shopping amenities within the Airports departure area was initiated by Minister Uz. Fayyaz Ismail. The 670 sqm renovated retail space now provides shoppers with world class service, premium brands and a diverse range of products which are unique to the Maldives. The initiative was born

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by the desire to create a platform for small brands that are developing in the Maldives to sell their product: A space where designers can sell their products in the local as well as the global market. “Our aim is to assist young entrepreneurs to become more established local brands, in expanding their production and present them with the opportunity to grow and develop their business. We want to give equal importance to all of our brands. We have around 50 suppliers, ranging from brands which are established locally to very small scale businesses where the creatives are producing a minimum quantity and often making everything by hand,” comments Leena Jaleel at BCC. Talking about the selection process and the decision on which products should be sold at the Authentic shop, BCC

explains that an invitation for proposal was opened and a cost breakdown was requested to identify the percentage of materials which were sourced from abroad. A maximum threshold percentage was set for the cost of materials sourced from abroad and the suppliers’ products that were below the threshold were accepted to ensure the process was fair. “Meeting these criteria is essential for products to be considered as locally produced. In the Maldives we can’t produce everything from scratch as we don’t have that facility or infrastructure in this country yet. The majority of the products sold at the shop have been made in the Maldives, but even if certain products are sourced from abroad, then BCC ensures that value is added in the Maldives, whether it is the hand painting or the finishing touches done in order for it to be considered a local product.” Authentic Maldives does not sell mass produced products, but rather unique and handmade products which have value and authenticity from the Maldives. The

A traveller can get access to a lot of local products in one place and they don’t have to spend time searching for unique pieces in Male. — LEENA JALEEL, BCC

store has items which are very exclusive and really present customers with a rare and unique opportunity to take a part of the Maldives back with them after their dream vacation. The space is a considerable size with room to house key pieces by each of the designers. The vibrant and colourful interior is sure to entice the influx of passengers who are looking to purchase authentic Maldivian products at the airport. For travellers who wish to purchase something special to take home to remind them of their unforgettable Maldivian adventure, Authentic Maldives presents a unique experience and access to an extensive range of Maldivian products all in one place; which otherwise would involve considerable time spent shopping in the capital city of Male’. “One of the best things about Authentic Maldives is you can get a lot of variety and a lot of Maldivian culture in one place. A traveller can get access to a lot of local products in one place and they don’t have to spend time searching for unique

pieces in Male. There are a lot of options from clothes, to delicacy food products, books, souvenir products. There is an abundance to choose from,” Leena explained. With customer satisfaction as the top priority, the shop offers travellers an exciting airport experience following their memorable Maldives stay. Which, moving forward in the world of Duty Free shopping, Authentic Maldives presents the opportunity to support and contribute to the environment and local communities in the Maldives. This emerging trend among travellers is set to develop this year as they place high importance on sustainability and shopping in a mindful and conscious effort, in order to support the environment and reduce waste by purchasing unique one-off pieces which they can treasure for a lifetime. Authentic Maldives provides a platform and opportunity for small scale businesses, in addition to teaching them how to brand their products and how to market themselves successfully in the

modern market. From this platform, small businesses and young entrepreneurs can be empowered as they gain support to venture into the international markets while adhering to international standards. “I think it is very important to revive our cultural heritage as well as encourage young entrepreneurs to build their brands and venture into the market. We feel it is very important to explain to the small scale businesses how to brand and market their products, which we offer full support with.” said leena Operating within the International departure area and with the possibility to expand to other regions in the Maldives, Authentic Maldives will ensure Maldives Duty Free continues to experience significant growth across all product categories while also contributing to the national development of the Maldives. The Business Center Corporation (BCC) is an SOE which started in 2017. The services provided include business consultancy, business advisory and a range of consultancy including, but not limited to, financial management, accounting, tax and legal advice. BCC offers entrepreneurs and businesses financial advisory support, while providing advice and identifying the challenges businesses may face in order to find solutions to support them. “In the future we have plans to create an incubation center and co-work spaces where small businesses can obtain office space and equipment services for a reasonable fee in comparison to renting their own office space in the city. When talking about future plans, we also have plans to expand operations to other regions in the Maldives, providing customers with an additional shopping experience where they can purchase rare localized product,” concludes Leena.

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FOR SPONSORSHIP INQUIRES:

+960 791 0858 | +960 300 5530 gmf@hoteliermaldives.com 70

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SUPPLIER NEWS

VILUNÜ ARRIVES IN MALE’

V I LU N Ü, I S A M A L D I V I A N B R A N D that focuses on creating scents unique to the Maldives. Inspired by the secluded tropical jungles and luscious flora of the unique Maldives archipelago. The innovative brand is on a mission to capture the essence of Maldives, through a range of bespoke scents created using natural and sustainably sourced ingredients.

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SUPPLIER NEWS

Vilunu’s flagship scent, Tangerine & Guava Leaf evokes a memory of a Maldivian island, in the form of a reed diffuser. When you think o f the Maldives, what comes to mind is the white sand, blue lagoons and palm fronds. Vilunu believes that the Maldives lush surroundings have much more to offer. Drawing inspiration from the tropical flora and spices found throughout the country, the core scents in their products aim to invoke nostalgia and capture the fleeting special moments spent on our islands. That stroll by the beach on a balmy evening, the earthy smell in the air after the monsoon rain, the salt in your hair after a dip in the ocean, the scent of the fruit trees and of tropical flowers in your hair. Vilunu’s flagship scent, Tangerine & Guava Leaf evokes a memory of a Maldivian island, in the form of a reed diffuser. The mingling notes of the warm, radiant guava leaves and the zesty aroma of tangerine are reminiscent of a lazy afternoon stroll after a dip in the ocean, with sea salt still in your hair and sea spray on your skin. The woody citrus blend helps refresh any room and adds a hint of nostalgia. It will be available for retail in Male’ as a 135ml reed diffuser. The brands diffusers are mixed, hand-poured and packaged here in the Maldives. Formulated with 100% pure natural therapeutic grade essential oils, the diffusers do not contain alcohol, DPG or any artificial fragrances. The essential

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oils used in the formulations are 100% vegan,100% organic, and are sourced sustainably from organically grown aromatic plants that are procured from a network of reputed harvesters, farmers and distillers. All of Vilunu’s suppliers are ISO 9001 certified, implement Good Manufacturing Practices and are certified Fair Trade and cruelty free.

After a year of testing and product development, starting Saturday, February 1, 2020, Vilunu’s products will be available for purchase at Island Bazaar. While this is the first time the brand is launching in Male’, the scents have been available at Velana International Airport since January 2020.

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SUPPLIER SPOTLIGHT | by Yumnu Adnan

BEYYAA SEEKING BIG BROTHER 74

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THE NAME ‘BEYYAA’ is derived from

the traditional Dhivehi meaning of “bro”. The Beyyaa is a unique character, a travelling, environmentally-conscious Maldivian, but best of all he is a storyteller. He tells the stories he seeks during his many travels and the tales he hears are whispered amongst the coconut palms.

The Beyyaa is an effort to call attention to the ongoing climate crisis, and the role the Coconut Tree (cocos nucifera) plays in it. The world is facing urgency in proactive climate movements, as the ever-impending consequences of climate change looms on the horizon. Beyyaa is an effort to call attention to the ongoing climate crisis, and the role the Coconut Tree (cocos nucifera) plays in it. Beyyaa seeks to inspire hope, awareness and appreciation for our environment with his stories that highlight the beauty of nature and everything within it. Hence, with every Beyyaa wearable, the customer receives a story to tell someone, who might relay that story to someone else and on and on the way stories tend to go, thus, effectively raising awareness. It doesn’t stop just there. True to their word, Beyyaa –the brand, plants a coconut palm in return for every purchase and consequently takes another effective measure towards tackling the climate problem. The modern generation is more sensitive to the current state of

the world; therefore joining Beyyaa on his journey allows individuals to get a sense of fulfilment, as this gives an opportunity to do something meaningful that contributes to the greater good. The project also contributes to the country by ensuring each purchase results in the planting of a coconut palm - a tree with renowned historical significance to the Maldives. The brand was started by two friends, Hathu and Toma. As of now, Beyyaa’s wearables only include T-Shirts, with vivid illustrations highlighting the best features of Maldives through the eyes of an optimistic native and storyteller. The T-Shirts depict an array of rich stories, not limited to the folklore of the Maldives. Each story is conveyed by the illustration and the written segment that comes with the T-shirt. The current series began with stories about Bodu Beru, traditional music performance with

a “Big drum”, as the name literally translates. Next is Bandiyaa, traditional dance by women using a “Bandiyaa” (water pot). The customer receives a moving story while becoming a guardian for a coconut palm in the country. Beyyaa’s purpose is to not only tell stories but also to create meaningful designs that would, further impact society in a positive manner. Keeping track of the coconut palm is simple, as each Beyyaa T-shirt comes with an attachment that directs the customer to a web portal. Upon registration, the Beyyaa would send a gratuitous email whilst informing the customer that the coconut palm is on its way to be planted. Once the palm is planted, the details - including the precise GPS location, the photograph and profile would be sent through the follow-up email. The coconut palm is assigned to an environmental NGO, acting as guardians to the tree. Whilst it is the customer’s palm, it is a palm that exists in a coconut grove on an island. This, therefore, benefits the whole community of the island. The Beyyaa intends to initiate the Plant a Palm Campaign an initiative intended to bring awareness to the cultural importance of coconut palms and their significance in the battle against climate change. According to George V. Thomas, Director of Central Plantation Crops Research Institute, coconut palms play a crucial role in countering the impact of climate change, by sequestering carbon dioxide in the atmosphere. With movements such as #MvTreeGrab on the rise among the community, this campaign is bound to bring the much needed awareness to the coconut palm - our benefactor for millennials. The Beyyaa Tees are available at Moonimaa Lounge.

ISSUE #50 HOTELIER MALDIVES

LISTINGS

AL SHAALI MARINE MALDIVES

LVTONG

AQUA CHROME PVT LTD

MACL

Fiber glass boats and yacht manufacturer T: +960 664 6066

Bathroom Equipment, Roofing T: +960 3303734, E: sales@aquachromemaldives.com

ARSEN

Hospitality Services & Solutions T: +960 330 0701, E: sales@arsenltd.com

ASIA GROUP PVT LTD

Electric Buggy T: +86 769 22773916, E: overseas@lvtong.com.cn

Velana International Airport Maldives Airport Company Limited, Hulhule: 22000 T: +960 333 7106

METAL SIGNS

Signage, awards & personalized gifts industry makers T: +960 333 5560

Sakeena Manzil, 8th Floor, Medhuziyaarai Magu, MalÃ© T: +960 334 3041, 334 3042, 334 3043, F: +960 334 3040, E: info@theasiaforwarding.com W: www.theasiaforwarding.com

PLANKTON ENGINEERING PVT LTD

ASTRABON

Food & Beverage Wholesale/Distributors E: info@premiumsupplies.mv W: www.premiumsupplies.mv

Barware, Buffetware, Glassware, Kitchen equipment, Kitchenware, Linens, Beddings, Mini bars, Spas, Tableware T: +960 300 8060, E: sales@astrabon.net

BBM

Food & Beverages, Home & Personal Care, Industrial, Porcelain T: +960 332 0850, E: hello@bb-mld.com

CRAYFISH PVT LTD

Hospitality IT Specialist E: info@thecrayfish.tech W: www.thecrayfish.tech

EVO

Flooring, Furniture, Lamp, Surfaces, Resortware, Outdoor, Heating & Lighting, Spa Deco & Accessories T: +960 334 1816, E: sales@evo.mv

FLUIDWOOD PRODUCTS

Decking, Timber, Fastening, Kitset Design T: +649 550 3125, E: sales@fluidwoodproducts.co.nz

Electric panels T: +960 3303678, E: info@plankton.com.mv

PREMIUM SUPPLIES PVT LTD

SEA GEAR

Dive & Watersports Equipments, Boat Maintenance, Accesories, Beachwear T: +960 330 273, E: sales@seagear.com.mv

SIMDI

Beverages, Resort Supplies, Technology, Consumer Products T: +960 333 4400, E: info@simdi.com

STATIC COMPANY PVT LTD - AQUA REEF SECTION

Engineering, Air conditioning, Electricity, Sewage Treatment, RO Plants T: +960 7927723, E: marketing.aquareef@static-company.com

ZIEHER

Tableware W: www.zieher.com

To advertise, get listed and feature your latest PR, please contact: 76

www.hotelier.mv

T: +960 791 0858 E: cristina@perspective.mv E: sales@perspective.mv

www.evo.mv

HOMESTYLE

The new porcelain concept Homestyle by KAHLA invites a feeling of comfort and bliss.

“ Home is where Homestyle is”

334 1816 • sales@evosolutions.mv M. Kandoogasdhoshuge, Orchid Magu, 20256

ISSUE #50 HOTELIER MALDIVES

Hotelier Maldives - Issue #50

Articles inside

Women in Hospitality: Ennusha Beejah, Human Resources Manager, Constance Halaveli

GM’s View: Etienne Dalancon, General Manager, Waldorf Astoria Maldives Ithaafushi

Asia Pacific hotels continue to weather the COVID-19 storm