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editor'snote
The Art of Customer Service
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andling complaints effectively is not only an art but a necessity. The significance of adeptly addressing guest grievances – be it in person or online – cannot be overstated. This is not merely a reactive measure but a proactive reputation-building strategy that ensures guest loyalty. During the summer holidays, emotions are high, travel is tiring with busy airports, and the summer heat makes everyone slightly more tetchy. The key is not to get defensive and to remain cool, calm and collected. In-person complaints, often charged with strong emotions, allow hoteliers to showcase their customer service standards in real time. The secret formula is active listening, empathetic understanding, and a swift, effective resolution. This faceto-face interaction, while challenging, offers a unique chance to turn a potentially negative experience into a positive one, often leaving a lasting impression on the guest. On the digital front, online complaints pose a different challenge, potentially impacting a wider audience. The rise of social media and review platforms means that a single online complaint can echo far beyond the confines of the hotel walls. Here, timeliness and tone are crucial. A well-crafted, sincere response acknowledging the issue and offering a resolution can demonstrate a commitment to customer satisfaction, turning critics into advocates. This introductory piece sets the stage for a deeper exploration into the nuanced world of complaint handling in the hospitality industry.
We will delve into strategies, best practices, and real-world examples, equipping hoteliers with the tools they need to transform complaints into opportunities for excellence and growth. Checklist for Handling Complaints In-Person Immediate Acknowledgment and Listening: • Listen attentively and empathetically without interrupting the guest. • Show understanding and convey that their concerns are being taken seriously. Investigation and Fact-Finding: • Politely ask questions to gather all relevant information about the complaint. • Assure the guest that you are looking into the matter. Empathy and Apology: • Express genuine empathy towards the guest's situation. • Offer a sincere apology, regardless of who is at fault. Offering a Resolution: • Propose a solution or an alternative that is within your capacity to deliver. • If immediate resolution is not possible, ensure a timely follow-up. Follow-Up: • After resolving the issue, check back with the guest to ensure their satisfaction. • Use the feedback to prevent similar issues in the future. Documentation: • Document the complaint and the actions taken in response. • Share this information with relevant team members and management.
100% owned PUBLISHER: Tania Walters
CONTENT MANAGER: Caroline Boe
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EDITORIAL DIRECTOR: Sarah Mitchell
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EDITOR: Caitlan Mitchell
SENIOR DESIGNER: Raymund Sarmiento JUNIOR DESIGNER: Raymund Santos
ISSN 2423-1193 (PRINT)
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ISSN 2744-5984 (ONLINE)
Review Publishing Co Ltd. Retail 6, 2 Ruskin Street, Parnell, Auckland. PO Box 37140, Parnell, Auckland Tel (09) 304 0142, Email: edit@reviewmags.com Hotel is published bi-monthly under license. Please direct all enquiries and correspondence to Hotel. The opinions and material published in this edition of Hotel are not necessarily those of the publishers unless specifically stated. All material appearing in Hotel is copyright and may only be reproduced with the consent of the publisher. Copyright 2022.
Checklist for Handling Complaints Online. Prompt and Thoughtful Response: • Respond quickly to online reviews or complaints. • Thank the guest for their feedback and acknowledge their concerns. Public Acknowledgment and Apology: • Offer a public apology for any shortcomings in their experience. • Keep the response professional and empathetic. Private Investigation: • Conduct an internal investigation to understand the complaint. • Contact the guest privately if more information is needed. Resolution and Public Follow-Up: • Offer a resolution or corrective action publicly, where appropriate. • Encourage the guest to contact you privately to discuss further details. Professionalism in Communication: • Ensure all online communication is professional and reflects the hotel's values. • Be mindful of tone and language, as written words can be interpreted differently. Reporting and Learning: • Document online feedback and the response provided. • Use this information for internal training and service improvement. l
news Court Order for Airbnb Australia | The Federal Court has ordered Airbnb Ireland UC (Airbnb) to pay $15 million in penalties, and Airbnb will offer up to $15 million in compensation to eligible consumers, after the accommodation platform admitted it misled consumers about the currency of the prices on its accommodation platform. Airbnb admitted making false or misleading representations to Australian users between January 2018 and August 2021 that prices for Australian accommodation were in Australian dollars, when in fact, for about 70,000 consumers, the prices were in US dollars. CLICK TO READ MORE
Marriott Voted Best Workplace in China Marriott International has recently been ranked top one Best Workplaces in Greater China 2023 by Great Place to Work, recognising the company’s “Putting People First” corporate culture and core values. Great Place to Work is identified as one of the top organisations that assesses organisations with great leadership and teamwork. This year, Great Place to Work surveyed more than 280 companies, out of which, 54 are recognised and awarded as the ‘Best Workplaces in Greater China 2023’, assessed through credibility, respect, fairness, pride, and camaraderie five aspects. CLICK TO READ MORE
New Appointments at Sabre Sabre Corporation, a leading software and technology provider that powers the global travel industry, has announced the appointment of Samual Machado as Managing Director to oversee Sabre’s agency business across India and South Asia. With a wealth of technology experience and a proven record of success across the travel ecosystem, Sam is uniquely positioned to drive exceptional customer experiences and insightful innovation in this dynamic region. CLICK TO READ MORE
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expoevents
INNOVATION MEETS SUSTAINABILITY Business owners and hospitality industry professionals from hotels, restaurants, and catering (HoReCa) can learn how to take their enterprise to the next level at THAIFEX - HOREC Asia 2024, an event that responds to the growing demand for products and services.
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ome 300 leading brands, including Carpigiani, Electrolux, Hobart, La Cimbali, and UNOX, will exhibit their top-of-the-line innovative solutions across nine exhibitor categories of bakery and ice cream, cafe and bar, cleaning and laundry, dining, furnishing, kitchen, services, technology, and wellness. THAIFEX - HOREC Asia will showcase how these prominent brands proactively meet the industry's evolving demands for contactless and sustainable solutions, enhance the digital guest experience, optimise energy efficiency, embrace plant-based menus, and effectively reduce food waste. As a dynamic hub for cuttingedge technology and sustainable advancements, THAIFEX - HOREC Asia exhibitors will spotlight ongoing innovation such as eco-friendly packaging crafted from upcycled
food by-products, energy-efficient appliances that seamlessly integrate with AI, or cutting-edge digital systems that are meticulously tailored for the unique needs of the hospitality sector. Along with the exhibitors, the organisers expect some 500 hosted buyers and 20,000 trade visitors to attend THAIFEX - HOREC Asia, held 6-8 March 2024, at IMPACT Muang Thong Thani, Bangkok, Thailand. The HoReCa sector globally is expected to double in market value by 2032 to some US$6.5 billion market value. One of the fastest-growing regions for HoReCa is Southeast Asia, which has a population nearing 700 million and a rising average disposable income. The region now has over 17 million food service establishments. It is very attractive to tourists, given its general interest in ecology and sustainability, along with its
unique cultural traditions, cuisines, and commitment to gastronomic excellence. Leveraging decades of experience and established relationships in the food service industry, the organisers of Southeast Asia's largest food and beverage trade fair, THAIFEX - Anuga Asia, have developed THAIFEX - HOREC Asia 2024 as a strategy to accommodate the HoReCa sector's expanding growth and demand. The organisers are the Department of International Trade Promotion (DITP), the Ministry of Commerce, Thailand, the Thai Chamber of Commerce (TCC), and Koelnmesse, an international organiser of trade fairs, exhibitions and events worldwide. DITP and TCC play a critical role in supporting local exporters, while Koelnmesse extends its expertise in fostering opportunities for local importers and international companies. l
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news
Acquisition Request Withdrawn Ngāi Tahu Tourism has formally withdrawn its application to the Commerce Commission for clearance to acquire the tourism jet boating business trading as "KJet" and related assets (including 100 percent of the shares in Time Tripper Limited) from Kawarau Jet Services Holdings Limited, KJet Limited, and Time Tripper Limited. The Commission had recently agreed with Ngāi Tahu Tourism an extension until 26 March 2024 by which to make a decision. Ngāi Tahu Tourism and KJet both supply jet boating services to tourists in Queenstown. Ngāi Tahu Tourism is a wholly-owned subsidiary of Ngāi Tahu Holdings Corporation Limited, which is itself owned by the Ngāi Tahu Charitable Trust. Ngāi Tahu Tourism operates tourism businesses across both Te Ika a Māui (the North Island) and Te Waipounamu (the South Island). Relevant to the application, Ngāi Tahu Tourism operates the Shotover Jet and Dart River Adventures jet boating businesses in Tāhuna (Queenstown) on the Kimiākau (Shotover River) and Dart River.
CLICK TO READ MORE
Ayana Showcase Wedding Locations Summer is the season of love, and with festive season engagements a fixture on the romantic calendar and Valentine’s Day just around the corner, AYANA Resort Bali has launched a new programme targeted at couples planning to tie the knot in tropical style, with a look at the resort's wide range of ceremony and reception areas. Bali is one of the world’s most recognised destinations for romance, and AYANA’s is home to an exquisite selection of private event venues, including stunning spots to exchange vows, glorious reception venues for chic and cosy celebrations or extravagant large-scale events, and endless activities, accommodation styles, dining venues, pools, spa treatments and more for guests keen to extend their stay and turn another couple’s big day into a personal holiday. CLICK TO READ MORE
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expoevents
HOTEL & SHOP PLUS EXPO RETURNS TO SHANGHAI The Shanghai New International Expo Centre will buzz with industry experts as the Hotel & Shop Plus gets underway.
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otel & Shop Plus is China's leading trade show for hotels and commercial space and has been devoted to serving the hospitality and commercial industries for over 30 years. The 2024 event promises to be another one-stop sourcing platform for hotel construction and operation, as well as for various commercial space requirements such as design, lighting, and technology. The event will focus on detailed elements for hotel owners, such as building and decorating, bathroom and ceramic features, hardware, smart systems, security management, collaborative office systems, furniture, and much more, spanning the 210,000 square metres of exhibition space. More than 2000 exhibitors will also be on show, with visits from over 124,000 trade buyers, and 80 forums. In 2023, the overall boom in the travel market brought a solid recovery for the industry, which was notable at last year's Hotel & Shop Plus expo. Buyers from several other industries were also in attendance, including representatives from real estate development, retail and
shopping centres, supermarkets, and F&B owners. This year's event will focus on a series of themes such as architecture and interior design, hotel investment and operation, lighting design, smart office, and commercial retail, among others. Various activities will also be in play, including forum salons,
This will fully explore excellent design capabilities, deepen industry exchanges through multi-dimensional cross-border dialogue, and create an international design exchange platform.
design awards, competitions, and unique creative exhibitions, with the ultimate aim of discussing the industry's future together, exploring new knowledge, and leading the new trend of commercial space. The event has input from several organisations, including the China Tourist Hotel Association, China Commerce Association for General Merchandise, China Association of Lighting Industry, China Architectural Culture Centre, and Sinoexpo Informa Markets. The Shanghai Architecture and Interior Design Week will take place at the 2024 expo, comprising a series of activities represented by the IDF Chinese and Foreign Designers Summit Forum and the Crida China Catering Space Design Competition. This will fully explore excellent design capabilities, deepen industry exchanges through multidimensional cross-border dialogue, and create an international design exchange platform. This has allowed exhibition design to reshape and envision hotel and commercial consumption scenarios with a more diverse sense of experience. Hotel Culture Week will also be held during the 2024 expo, showcasing cutting-edge hotel operation concepts in all aspects through forums, events, and competitions. The Hotel Plus sample room tasting, China Hotel Procurement Summit Forum, Hotel Brand Culture Festival, Hotel Uniform Show, and Hotel Room Skills Competition are all listed on the week's schedule. The Business Series Forum at the 2024 expo will be a collaboration of representatives from such organisations as the China Department Store Business Association, resulting in the Mall Shop Smart Show. This has been included as a way for industry officials covering several industries to converse with one another. Activities during the Mall Shop Smart Show include the China Shopping Mall Development Forum, the China Outlets Industry Development Forum, the China Digital Retail Development Forum, and the China Catering Space Design Forum. Hotel & Shop Plus Shanghai will be held from the 26th to the 29th of March 2024. l
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AC HOTELS NAPLES OFFICIALLY OPEN AC Hotel Naples 5th Avenue welcomed its first guests on Friday, December 15. The three-story hotel comprises 150 sophisticated, modern guest rooms; an inviting lobby and ground-floor café; 2,500 square feet of beautiful event space; a well-equipped fitness centre; an outdoor rooftop pool; and Limón, a signature rooftop restaurant and bar with seating both indoors and out.
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he hotel’s distinctive design marries European sophistication with the spirit of Southwest Florida, with local artwork evoking an authentic sense of place. Drawing inspiration from the region’s majestic bald cypress tree and lush greenery, the aesthetic exudes natural serenity within a light, airy atmosphere. Intuitive touches in guest rooms and public spaces ensure an elegant, effortless stay. “AC Naples is the perfect example of the design-driven guest experience synonymous with the AC Hotels by Marriott brand, providing everything guests need and nothing they don’t,” said Matthew Boettcher, Vice President and Global Brand Leader of Distinctive Select Brands. “With practical comforts that balance form with function, and expanded guest experience touchpoints, the hotel is set to serve as a modern stay experience in the heart of Florida’s southwest coast.” AC Hotel Naples is filled throughout with the details that matter most to discerning travellers, from commissioned artwork to toptier amenities to precisely placed technology. The hotel’s public spaces showcase an eclectic group of local and regional artists who explore forms, colours, and materials inspired by the Floridian landscape. LouAnn Wukitsch, for example, created “Reflect” from textured glass tiles in
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her studio near the burgeoning Glass Coast. “Beach Ball” by Naples’ own Kari LaOrden incorporates natural cork and salt wash. Also gracing the space are works by Sunshine State artists Steph Gimson, Lynda Fay Braun, Bonnie Keane, and Brigitte Balbinot. Working from her studio in Spain’s Balearic Islands, Karen Hain created “Sand Lines” with sand collected from Naples Beach for a uniquely local expression. Several wood sculptures throughout the hotel give voice to nature, while Carolina Sardi’s steel “Lemon” sculptures speak to
With practical comforts that balance form with function, and expanded guest experience touchpoints, the hotel is set to serve as a modern stay experience in the heart of Florida's southwest coast.
the Amalfi coast, the inspiration behind Limón Rooftop Bar. Located on the hotel’s third-story rooftop space, Limón features a Mediterranean menu with a modern twist. A long, lively bar menu is headlined by zestful cocktails such as Limón Cadere, Crown of Laurels, and Melon Basil Sparkler. Patrons can sit inside or out by the pool, at a table, or gather around the bar in an elevated atmosphere accented by views of the city. AC Hotel Naples was developed and will be managed by OTO Development, part of The Johnson Group. Project partners include MHK Architecture & Planning, architect; DLR Group, interior designer; DeAngelis Diamond, general contractor; and Kevin Barry Art Advisory, art curator. The new hotel is the hospitality component of Naples Square, a mixed-use development masterplanned by Wheelock Street Capital and The Ronto Group, which also includes nearly 300 luxury condominium units and a 350-seat performing arts complex. Located on a prominent corner of the city’s unofficial Main Street, AC Hotel Naples is surrounded by upscale restaurants, retailers, and arts/entertainment venues such as Gulfshore Playhouse. Tin City and Bayfront are across the street, while Baker Park and the sugar-white beaches of Naples are only a short distance away. l
tech
TRANSFORMING HOSPITALITY LANDSCAPE
STAAH, the Auckland-based hotel technology giant, has unveiled its highly anticipated Top Booking Channel results for 2023. The comprehensive data, extracted from the STAAH Platform, highlights a dynamic shift in the booking preferences of travellers and the enthusiastic adoption of cutting-edge technology platforms by local accommodation providers to support their property distribution mix.
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lobal industry leaders Booking.com, Expedia, and STAAH SwiftBook retained the top three positions, reaffirming their dominance in the marketplace. San Francisco-based marketplace Airbnb remained popular, rising two places from 2022 to fourth. Also ascending in the rankings, Tourplan, a software system tailored for tour operators and destination management companies, has risen by five places this year to take the fifth position. Breaking new ground in 2023, STAAH achieved a dual feat, with two platforms securing coveted positions on the list. STAAH’s SwiftBook secured its place as the third-highest booking revenue channel in the country, while the innovative STAAH GDS Global Distribution System made its position at ninth place. Additionally, the emergence of the new entrant WebBeds (seventh place) underscored the enthusiasm among hoteliers to explore diverse booking avenues. “Accommodation providers are
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embracing both new and traditional channels to attract guests,” said Kevin Tatem, Regional Head APAC STAAH. “Kiwi hoteliers are hyper-focused on increasing their visibility both locally and globally, and one of the crucial keys to doing that is by achieving a balanced distribution strategy.” Tatem said featuring on wellestablished tech channels such as Booking.com or Expedia offers a strategic advantage for accommodation providers, citing the significant marketing and exposure benefits those platforms can provide. Tatem also highlighted the importance of direct booking engines such as STAAH SwiftBook, noting that such platforms empower providers to convert web traffic into genuine bookings by offering more competitive rates, delivering more personalised experiences to customers, and capitalising on unique upselling opportunities. “Modern tech platforms such as STAAH SwiftBook and STAAH GDS provide sophisticated booking
and reservation management that accommodation providers can use to streamline the booking process, better manage room availability, and operate more efficiently.” “Our data indicates that accommodation providers are increasingly focused on tools that help them extend their marketing reach, increase room occupancy, and improve their profitability in the long term.” In 2024, Kevin foresees providers adopting online distribution technologies to meet the market better. He envisions a future industry focused on integration and strategic investment in distribution and booking technologies. “I see the hospitality industry continuing to ride the wave of progress in 2024,” said Tatem. “Accommodation providers will continue to delve deeper into new online distribution technologies, embrace automation and personalisation, and explore the potential of advanced data analysis. While choosing from hundreds of distribution channels can be daunting for providers, STAAH helps providers make informed decisions about the most impactful channel combination, whether global, regional, or niche, which is crucial for a modern distribution strategy.” l
Accommodation providers will continue to delve deeper into new online distribution technologies, embrace automation and personalisation, and explore the potential of advanced data analysis.
tech
AWARDS EXPERIMENT AI'S JUDGING CAPABILITIES In a pioneering step, the Epica Awards, celebrated for over thirty years as the foremost creative honour appraised by journalists, unveiled "AIJE," the Artificial Intelligence Jury Experiment. This endeavour was designed to delve into the potential of AI in analysing and understanding creative ideas.
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onducted alongside the 2023 competition, the experiment's findings were kept distinct from the prominent awards, which enlisted over 150 human journalists as jurors. Mark Tungate, Editorial Director at Epica Awards, highlighted the experiment's lighthearted yet thought-provoking nature, responding to the pressing issue of AI in the creative domain. The AI evaluation process focused on text descriptions provided by entrants, utilising a standardisation tool to distil ideas into concise formats. Nicolas Huvé, the creator of AIJE, emphasised the democratic nature of text-based assessment, aligning with the concept of an 'elevator pitch.' Utilising the GPT-4 Turbo API,
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the AI processed entries alongside the Epica Awards' scoring scale, ensuring alignment with human judgment criteria. Scores and justifications were generated through 80 iterations, with results averaged using the interquartile range method to eliminate outliers. The AIJE experiment showcased a modest correlation (correlation coefficient ~0.25) with human voting patterns. Notably, AI scores averaged 7.45, surpassing human scores at 6.60, highlighting a fundamental difference in evaluation approaches. Huvé acknowledged the AI's tendency to be more easily impressed, contrasting the critical analysis of journalists who identified originality more profoundly. Despite this, AIJE demonstrated impartiality, free from human biases influencing scores.
Huvé cited a specific example, 'The X-Tinction Timeline' by McCann Worldgroup Germany, where AI perceived a powerful and marketleading campaign, while a human juror offered a nuanced perspective. The experiment provides valuable insights into AI's potential role in assessing creativity. Future iterations will expand to more categories and incorporate visual elements, allowing AIJE to interpret entire case study videos. Huvé emphasised the commitment to a general AI approach, aligning with the evolving landscape of the creative industry. For the 2024 Epica Awards, entrants automatically qualify for participation in the next AIJE iteration, promising continued exploration of AI's role in shaping the future of creative judgment. l
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NORWEGIAN CRUISE LINE CHRISTEN NEW SHIP Norwegian Cruise Line has celebrated the christening of Norwegian Viva, the Company’s highly anticipated newest vessel and the second ship in the award-winning Prima Class.
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o christen Norwegian Viva in Miami is incredibly special to many of us at NCL, not only because Miami is our hometown, but also because we can share this moment with our local family and friends,” said David J. Herrera, president of Norwegian Cruise Line. “Launching a ship is no solo endeavour. I am overwhelmed with gratitude towards the entire NCL team, our partners and especially our amazing crew who have contributed to bringing Norwegian Viva to life and who care for and deliver exceptional vacation experiences for our guests.” Following Norwegian Viva’s debut this past August and its inaugural summer season of European voyages, over 1,500 guests joined the christening ceremony held in the Company’s LEED Gold Certified terminal at PortMiami. The Prima Class is committed to breaking new ground in ship design and amenities, reflecting Norwegian Cruise Line’s unwavering dedication to putting the guest and onboard experience at the forefront. “As a Company, it has been a milestone year with the debut of next-generation ships across all
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three of our best-in-class cruise brands, Norwegian Cruise Line, Oceania Cruises, and Regent Seven Seas Cruises,” said Harry Sommer, president and chief executive officer of Norwegian Cruise Line Holdings Ltd. “The addition of Norwegian Viva further elevates our world-class fleet, providing our valued guests with another incredible way to holiday, discover new experiences and create unforgettable memories. Since she launched in August, Norwegian Viva’s initial guest satisfaction scores have outshined any newbuild in the history of the NCL fleet, a testament to not only how stunning this ship is, but also the exceptional level of service and attention provided by our amazing crew on board.” Luis Fonsi, Norwegian Viva’s godfather and GRAMMY Awardnominated singer, songwriter, musician, and producer, officially named and christened the vessel with the ceremonial champagne bottle break across the ship’s hull which signifies good fortune and safe travels for all who sail aboard. As a native Puerto Rican, who is also based in Miami, Fonsi embodies the vibrant energy guests can enjoy aboard Norwegian Viva with warmweather itineraries spanning from
the Caribbean to the Mediterranean. The celebration continued through the evening with an unparalleled and next-level entertainment lineup headlined by Fonsi, who performed his award-winning and global charttopping hit “Despacito,” among his other beloved Latin hits like “No Me Doy Por Vencido” and “Échame La Culpa.” Other talented performers with authentic Miami and Latin roots took the stage, including "Saturday Night Live" cast member and Miaminative Marcello Hernandez; the Queen of Latin Pop, Paulina Rubio; and recently announced GRAMMY Award-nominated artist, Pedro Capó. “It is so exciting to celebrate the magnificent Norwegian Viva in true Latin style in Miami and alongside
fellow A-list Latino entertainers,” said Luis Fonsi, award-winning global artist. “We are giving her a proper despedida before she makes her debut in my hometown of San Juan, Puerto Rico.” Norwegian Viva’s christening festivities also included the unveiling and dedication of the Knut Kloster Hall, a newly added installation at the NCL Terminal that pays homage to the Company’s founder, Knut Kloster, and colourfully shares details on NCL’s 57-year history of innovation in the cruise industry. At 294 metres long with a capacity for 3,099 guests, Norwegian Viva has unique, thrilling activities, including the three-story Viva Speedway;
elevated offerings such as Indulge Food Hall, an open-air food market featuring 11 unique eateries; and an awe-inspiring art collection with stand-out pieces including British digital artist Dominic Harris’ 52-footwide interactive work of art named “Every Wing has a Silver Lining” installed at the Metropolitan Bar. Following the inaugural sailing and select voyages from Miami, the ship will reposition to San Juan, Puerto Rico and be the newest ship to homeport in the destination when she arrives on 15 December 2023. Through March 2024, Norwegian Viva will offer port-intensive sevenday Caribbean voyages, where guests will wake up each day in a new tropical island paradise with
calls to Tortola, British Virgin Islands; St. John's, Antigua; Bridgetown, Barbados; Castries, St. Lucia; Philipsburg, St. Maarten; and St. Thomas, U.S. Virgin Islands with no days at sea. In April 2024, Norwegian Viva will return to sail Mediterranean and Greek Isles itineraries that offer an unmatched opportunity to experience the beauty and culture of Europe. In addition, NCL’s yearround ‘Free at Sea’ offer provides travellers with more value with holiday-enhancing benefits, including unlimited open bar, specialty dining, shore excursion credits, complimentary Wi-Fi, discounted rates for the third and fourth guests and free roundtrip airfare for the second guest. l
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Meet the Chef
DOMINIC DSOUZA TE KARAKA LODGE
Originally from India, Dominic Dsouza grew up with a strong influence of spice in cooking. His grandmother and mother’s cooking is a cherished highlight of his childhood, and he has fond memories of spending time with them in the kitchen. He said that his grandmother often told him that cooking was an expression of grace, love, and kindness to others.
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D
souza knew from an early age that he wanted to be a chef and that he would one day pursue a career in the kitchen. Since training at the Alain Ducasse School and Restaurant, he has had over 13 years of experience in the hospitality industry. He has staged and worked in three Michelin-starred restaurants, including Geranium in Copenhagen (named the World’s Best Restaurant of 2022), Indigo in Mumbai, and Sidart and Sid at the French Cafe on local shores. His time in Copenhagen was a career highlight for Dsouza, who said working with one of the best chefs in the world was a very special experience.
His philosophy for cuisine has centred on seasonality, sustainability and working with the rhythm of nature with a touch of modern gastronomy. He said that his current role as executive chef at Te Karaka Lodge is the perfect location for his cooking style as it is situated on a beef and sheep station. “Treating top quality produce with the utmost integrity is my approach to my culinary art where simplicity and respect for the ingredients reflect on each dish to shine,” said Dsouza. Recently, Dsouza has been working on introducing savoury flavours for deserts, such as the use of pepper and spinach as a cleanser.
He has crafted a dish that uses nasturtium compressed with grape seed oil and stuffed with sweetened pickled chilli cilantro sorbet. In his opinion, using artificial intelligence and robotics solves operational issues and staff shortages, but at the same time, loses a crucial element in hospitality. He said that there are pros and cons to using such technologies in the industry, but it will be difficult to keep a graceful hospitality service alive should the implementation continue. “I think creative surprises, personal service, and graceful empathy all together make hospitality service a beautiful experience. You can
only achieve this with human association.” Dsouza added that using robotics may offer efficiency and cost-saving benefits, but it should be limited to services they are suited to, for example, self-service checkouts or reservation management systems. He predicted that it is a possibility that the future of hospitality services will be replaced with robotic services entirely. “We should not forget that a human touch cannot be replaced by a machine.” Dsouza said that anyone should first understand that hospitality can be a demanding industry. He said it is important for junior chefs to look
for mentors in the industry early on, and to always cook passionately. He added that if a chef is in the pursuit of excellence, success will follow. In the future, Dsouza hopes to one day represent New Zealand at an international culinary competition. l
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GRAN MELIÁ CONQUERS MILAN Gran Meliá ushers in a new era with the opening of Palazzo Cordusio, a flagship property residing within an icon of nineteenth-century Italian design, this month. Providing a gateway to Milan’s rich culture and iconic landmarks, the hotel is set to become the city’s new gourmet hotspot and social hub thanks to the partnership with the leading international company Sunset Hospitality Group, boasting globally inspired fine dining concepts and an unmatched central location.
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alazzo Cordusio, A Gran Meliá hotel, is primely positioned in Piazza Cordusio, one of the city’s most iconic squares. The luxury hotel is housed within the historic Palazzo Venezia – the jewel of the Assicurazioni Generali heritage and, for over a century, the company’s Milanese headquarters – and marks Gran Meliá’s Milanese debut, joining its Italian sister property in Rome, Villa
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Agrippina. As the second Gran Meliá hotel, and fourth luxury property in Italy, the opening of Palazzo Cordusio further strengthens Meliá Hotels International’s presence in the destination as a key player in the luxury hospitality segment. Originally constructed between 1897 and 1901 by Generali, Palazzo Venezia’s eclectic design sought
inspiration from the architect Luca Beltrami and played a pivotal role in the restoration of the area between the late 19th and early 20th century. The reopening under the aegis of Meliá Hotels International (MHI) will be the driving force behind today’s redevelopment of Piazza Cordusio, which promises to hand back one of the city’s key cultural hubs to the Milanese people, symbolically
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connecting the Duomo with the Sforzesco Castle, whilst inviting international travellers to discover its storied past. The recent renovation project was managed by Generali Real Estate and MHI with the support of Studio Marco Piva, who handled the design and the artistic direction of the external facades and of all portions subject to monumental restrictions, the interior architecture and the courtyard. In an effort to consciously conserve as much of the building as possible, the grand staircase became the protagonist, and its marble walls and floors were maintained and restored to their former splendour, as were the original portal with the Generali Assicurazioni heading and the mosaic lunette with the Providence allegory. These are precious evidence of the previous function of the building,
whose aesthetics have been reported on all the portals of the historical scale and in those created from scratch to maintain stylistic coherence throughout the hotel. The renovated building is now part of Generali's European real estate portfolio. Following the transformation of the building’s internal spaces, 84 rooms and suites have been created, each of which preserves protected elements, whilst elevating the areas for their new intended use. The luxury accommodations are characterised by imposing windows and in some cases, private balconies, which provide abundant natural lighting and unique views of Piazza Cordusio, via Orefici, via dei Mercanti and the Duomo. Studio Asah by Alvaro and Adriana Sans, MHI's long-standing partner, was entrusted with the interior design of the rooms and communal areas, favouring a sophisticated and contemporary style to provide the perfect base for a truly memorable stay in the heart of Milan. All rooms and suites, as well as some corridors, are embellished with Rubelli fabrics to pay homage to Generali’s Venetian roots, while soft furnishings include iconic pieces from some of Italy’s most emblematic brands such as Molteni, Cassina, Fornasetti, Flos, Oluce and Foscarini. Renowned for creating unique experiences worldwide, Sunset Hospitality Group has grown to become a leading lifestyle hospitality group, currently operating across sixteen countries. They will oversee the hotel's culinary offerings to bring guests together through food. The Group will introduce four exceptional home-grown concepts to the hotel’s dining scene with the debut of Gioia Pasticceria, Giardino Cordusio, Isola Restaurant, and SACHI: • Gioia: located on the ground floor with views overlooking the Square, Gioia Pasticceria is created in collaboration with master baker Fabio Bertoni to offer the experience of an authentic Pasticceria. • Giardino Cordusio: the Italian cocktail bar located in the internal courtyard of the hotel is a joint project with Giancarlo Mancino, award-winning consulting barman and official partner of The World's
50 Best Bars. The concept will offer exceptional cocktail creations featuring two stand-out elements created by Giancarlo: an impressively designed Martini, “Altare”, where a wide range of the signature Martini cocktails will be prepared, as well as the Negroni Alfresco, that will be stored for at least 30 days in a 30-litre amphora. • Isola: led by Brand Chef Francesco Bagnato, Isola will bring a unique dining experience to Milan, offering Italian favourites inspired by the Southern islands of Italy, along with an extensive selection of wines. The restaurant boasts a spacious terrace overlooking Palazzo della Ragione and Piazza Mercanti. The brand was recently recognized in the Michelin Guide and has established a global presence in key destinations, including Dubai, Bodrum, Marbella, and Morocco. • SACHI: already well established in London, SACHI is set to take centre stage on the Milanese dining scene under the guidance of acclaimed Chef Moon Kyung Soo, whose impressive career includes leading award-winning concepts such as SUSHISAMBA Dubai and Attiko. The Japanese restaurant will offer an Omakase counter, a large dining area, and an expansive garden space overlooking the Duomo. SACHI promises to take guests on a captivating journey through Japan’s diverse and exquisite flavours, emphasising local and seasonal ingredients all year round. Guests can also access an intimate wellness area with an indoor swimming pool, sauna, Turkish bath, and relaxation lounge; alongside a state-of-the-art gym complete with Technogym equipment and a full-width view of the Palazzo della Ragione and Piazza Mercanti. The arrival of the first Gran Meliá branded hotel in Milan, and the second in Italy after the success of Villa Agrippina in Rome, represents an important milestone for MHI. The opening further solidifies the country’s importance in the group’s luxury development pipeline, which includes the addition of a fifth hotel in Milan by 2024, as part of The Meliá Collection. l
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BIOPHILIC FEATURE
Calm and serenity are two crucial elements for making a space feel homely and inviting for guests. This is one of the overall themes for biophilic design, which has become increasingly popular overseas in recent years. The use of natural elements, light, simplicity, and calming tones create a tranquil ambience throughout a hotel, be it a lobby, restaurant, or guest rooms and suites.
B Cube Concrete Sofa with Cushions - Corner from Palette Design
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iophilic design has sought to connect the inherent need to associate the modern built environment with nature. It has become a staple for interior designers and contemporary architecture since its introduction in the mid-1980s. Materials such as natural wood, concrete, and the use of plants are all common elements in biophilic design, making it a simple yet effective approach to outdated interiors. The Cube Concrete Sofa from Palette Design delivers a modern look strongly influenced bythis trend. For a clean, functional, perfect statement piece for a lobby, outdoor dining area, or patio furniture. Although made of concrete, the Cube Concrete Sofa champions raw design, sophistication, and comfort. For any dining room, desk, restaurant or cafe, the Deck Wicker Dining Chair from Early Settler combines comfort and practicality. In contrast to its black legs, the natural rattan look has created a chic contrast between the two elements
Deck Wicker Dining Chair from Early Settler to capture a contemporary vibe. The Deck Wicker Dining Chair is suitable for indoor and outdoor use and has a fitted cushion for added comfort. The Rattan TV Cabinet from Corcovado is used for an inroom display of biophilic design. The soft tones and materials will complement existing features, such as plain white walls, while adding an extra texture level. The cabinet provides various display
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Rattan TV Cabinet from Corcovado opportunities beyond housing a television as a sideboard for a minibar or storing the guest’s clothing. A major element of the biophilic design concept is the use of nature. Over the past ten years, greenery walls have become increasingly popular throughout various hospitality and retail business interiors. This allows the inclusion of either living plants or artificial plants. A greenery wall can be a series of pot plants placed on shelves to form an effective look or a panel fitted to an existing wall. Using feature pot plants in hotel lobbies and guest rooms also creates an environmental ambience popular among travellers. For this, consider small indoor palm trees or shrubs. If maintaining plants and greenery is an issue, consider renting plants from a number of local services. Renting plants means that there is flexibility to change different colours and plants on a regular basis, and there is no responsibility attached to keeping them pruned, watered, and in full flourish. The Marly Occasional Chair will provide a relaxing and soothing addition for a biophilic look for balcony or outdoor sitting
areas. Made from acacia with a polyurethane finish, the Marly Occasional Chair will last all seasons, and the thick moistureresistant cushion is perfect for relaxing outdoors. The Marly Occasional Chair would also work well for indoor and outdoor furniture for hotel dining areas, such as on-site cafes. The Woodwall Room Divider is the perfect choice to include a wooden look in a room or hotel lobby at no extensive cost or renovation. This can be part of a room’s layout whilst being temporary and transportable simultaneously. The decorative folding screen includes four sturdy wooden boards that can have shelves added to it, displaying several potential items, from plants to picture frames. Combining both wooden and concrete elements is the Tommie Rectangular coffee table. With a base made from oak and a cement top, this is a perfect way to subtly include biophilic design elements in a hotel room. The Tommie Rectangular Coffee Table has a rustic edge to its design, which can play
Marly Occasional Chair from Early Settler to the strengths of many existing interior themes. The coffee table is a perfect way to display various books that could be relevant to either the hotel, local city, or country, or to decorate with natural or artificial flowers and greenery. Biophilic design is a forwardfocused design theme that will speak to international trends and themes. biophilic designs will play to the strengths of future trends, and is an impressive way to redecorate a hotel space. l
Tommie Rectangular Coffee Table from TreasureBox
Woodwall Room Divider from Target Furniture
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NEW DINING AT SYDNEY AIRPORT Renowned Australian chef and restaurateur Luke Mangan has launched a new restaurant concept, ‘Luke’s Bistro & Bar’, at Sydney Airport’s T3 domestic terminal, which opened just in time for Christmas.
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ocated after security, Luke’s Bistro & Bar has places for 200 diners split between bar seating for those on the go and inviting booths and tables for those looking to settle in and enjoy the exquisite menu and wine list. Open for breakfast, lunch and dinner, the menu includes a full seafood bar, shared plates, family favourites and a comprehensive set of classic cocktails and drinks with a signature Luke Mangan twist. "Luke’s Bistro and Bar is for everyone, whether you want to come in and enjoy a full breakfast, lunch or dinner, or just grab a quick bite and go,” said Mangan. “You can have a glass of wine at the bar or the seafood counter or sit down with your family and friends in one of our comfortable booths to enjoy a meal together. I’m big on open kitchens and open spaces and I love seeing people sitting at the counters and bars enjoying their food while they chat to the staff.” Sydney Airport’s Executive General Manager Commercial Mark Zaouk said it was a thrill to welcome Luke Mangan to the T3 domestic terminal, offering a touch of gourmet flair to our domestic dining experience. “Luke's reputation as a renowned Australian chef and restaurateur precedes him, and we are excited to showcase his culinary expertise to domestic travellers. With passenger numbers continuing to grow, our food and beverage offering has been expanding, with a host of newcomers moving in across our domestic and international terminals. We now have a curated dining offering that reflects the quality and diversity of Sydney’s rich food experiences. Whether our passengers are looking for a great coffee, local seafood, authentic international flavours, simple family favourites or a fine dining experience, they can find it at Sydney Airport.” The arrival of Luke Mangan’s Bar
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& Bistro comes as part of a wider remix of the food and beverage offer across all three Sydney Airport terminals. Recent newcomers to the T2 and T3 domestic terminals include KFC, Oporto, Liv Eat, Loop Bagels and Taste of Thai, and Espresso@T3 with Sydney Coffee Exports, Great Northern Bar, the Stone and Wood Bar and All Press all landing soon. These arrivals bring the total number of food and beverage outlets across the domestic terminals to 45, catering for travellers who need onthe-go options through to those who have time up their sleeves to enjoy a vibrant selection of fresh and madeto-order meals. In T1 international, PappaRich leads a number of new arrivals alongside perennial crowd-pleaser
KFC, offers an authentic Malaysian experience and is serving its signature dishes, including Nasi lemak, Roti Canai and its renowned iced teas. The T1 terminal boasts diverse French and Modern Australian cuisine from The Bistro by Wolfgang Puck, where passengers can sit upstairs and overlook the airfield while enjoying a true restaurant meal and glass of champagne. Lilong by Taste of Shanghai offers travellers fresh, hand-made dumplings, authentic noodle dishes and popular street food favourites. Opening soon in the T1 international terminal are Betty’s Burgers, Mad Mex and Atrium Bakery Café, which will complete the stable of 30 food and beverage options for international travellers. l
Email outdoorconcepts.co.nz or call 0800 266 206
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NEXT STEP FOR QANTAS A220 The first QantasLink Airbus A220 aircraft has landed in Sydney, marking the next phase in the Group’s fleet renewal program.
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he aircraft, which features a special indigenous livery, was ferried from Airbus’ facility in Mirabel, Canada, and touched down after stops in Vancouver, Honolulu and Nadi (Fiji). It is the first of 29 A220s that will be delivered to QantasLink as part of the Group’s domestic fleet renewal program. A further 36 widebody aircraft are also on order. The A220s have double the range of the Boeing 717s they replace, giving them the ability to fly non-
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stop between any two points in Australia. As the first aircraft of their type in Australia, the 137 seat aircraft are expected to open up new (direct) domestic and short-haul international routes as more enter the fleet. Qantas Group CEO Vanessa Hudson said the A220 would unlock improvements ranging from lower emissions to less noise and better passenger comfort. “We couldn’t be more excited to welcome this new A220 aircraft,
along with the benefits it will bring to our customers and career opportunities for our people,” said Ms Hudson. “The size and range of the A220 means we can add new direct routes to our network that may not have been commercially viable before. More fuel efficient aircraft is one way we’re working towards net zero and the A220 generates around 25 per cent fewer carbon emissions than the previous generation as well as being much quieter. This arrival marks the
The striking livery captured the attention of customers, employees and aviation enthusiasts around the world and we are proud that our first A220 aircraft continues our decades tradition of showcasing First Nations art and culture through the Flying Art Series,
start of the biggest domestic fleet renewal program in Qantas’ history as the Group takes delivery of one new aircraft every three weeks on average over the next few years. On the back of this fleet investment, we’re recruiting more pilots, cabin crew and engineers and expect to create around 8500 local jobs over the next decade,” added Ms Hudson. As the first A220 to be operated in Australia, the aircraft, registered as VH-X4A, will undergo regulatory
approvals, airport readiness and crew familiarisation and training activities before it commences flying on the Melbourne-Canberra route in the first quarter of 2024. A dedicated A220 flight simulator for pilot training is based in Melbourne. The aircraft rolled out of the paint shop last month with a complex livery as the latest addition to Qantas’ longstanding Flying Art Series. Qantas worked with Leading Indigenous Australian design agency, Balarinji, the Copyright Agency
and Tjungu Palya Art Centre to reproduce senior Pitjantjatjara artist Maringka Baker’s painting Minyma Kutjara Tjukurpa (Two Sisters Creation Story) for the aircraft. “The striking livery captured the attention of customers, employees and aviation enthusiasts around the world and we are proud that our first A220 aircraft continues our decades long tradition of showcasing First Nations art and culture through the Flying Art series,” added Ms Hudson. Minyma Kutjara Tjukurpa is the thirteenth new aircraft delivered to the Group in the past 12 months, including nine Airbus A321LR aircraft for Jetstar and three Boeing 787 Dreamliners for Qantas International. More deliveries of multiple aircraft types are expected in the next 12 months, including the first Airbus A321XLR for Qantas Domestic as the Boeing 737 is steadily retired. The second A220 is currently on the final assembly line and will be delivered in January 2024. Another five A220s are scheduled to be delivered between January 2024 and mid-2025. l
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JETSTAR ASIA APPOINT NEW LEADERSHIP After nearly 12 years as Jetstar Asia’s Chief Executive Officer, Barathan Pasupathi will step down from the role to pursue other opportunities, effective 1 March 2024.
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etstar Asia has announced John Simeone will become the new Chief Executive Officer of the Singapore lowcost carrier. John lives in Singapore and currently works as Qantas’s senior vice president for Asia. He has over 30 years of global experience in the aviation industry with a career that spans key airline commercial and operational functions, including Network Planning, Revenue Management and Sales. Jetstar Asia Chairman, Dennis Choo, said that as a passionate and energetic leader, Pasupathi has been a true champion of the brand and its people and has ensured Jetstar Asia is positioned for success. “I thank Bara for his exceptional
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contribution to Jetstar Asia over many years. John is a fantastic people leader and joins Jetstar Asia with over 30 years of aviation experience, including a deep knowledge of the Singapore and Asian aviation markets. John’s appointment provides continuity to the business and strong leadership to Jetstar Asia as we continue an exciting chapter of growth at the airline.” Outgoing Jetstar Asia CEO, Barathan Pasupathi, said that he has been humbled by the tremendous support from shareholders, the Board, partners and team members, and took the opportunity to thank them all. “I am pleased to hand over the reins to John, who I’ve had the
pleasure of working with closely for a number of years and who I know will excel in the role,” said Pasupathi. Incoming Jetstar Asia CEO, John Simeone, said that Jetstar Asia is an incredible airline that is full of passionate and talented people and plays a key role in Singapore providing low fares for Singaporeans and connecting to the broader Qantas Group in Asia. “My focus will be to continue the exciting journey we’ve started, building capacity and connectivity out of Changi Airport so we can keep offering great low fares to amazing destinations across the region. I’m looking forward to leading the Jetstar Asia team and continuing to deliver great experiences for our customers.” l
TESTING GREEN FARES The Lufthansa Group expanded its Green Fares initiative to include long-haul flights, taking a strategic step by testing the fare on twelve selected routes from November 30. These routes, connecting Lufthansa Group hubs with various global destinations, showcased the airline's commitment to sustainability. Green Fares were also extended to routes with connecting flights, offering a diverse selection to address different target groups.
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n pursuing more sustainable flying, Christina Foerster, a member of the Lufthansa Group executive board responsible for brand and sustainability, emphasised the increasing demand for eco-friendly travel options. The test on longhaul flights was crucial for gaining insights into further developing a portfolio of sustainable travel. The extension of Green Fares to selected long-haul flights
underscored the strength of the multi-hub and multi-brand strategy. The success of the Green Fares introduced for European and North African routes in February was evident, with over 500,000 passengers opting for this ecofriendly option since its launch. The Green Fares long-haul fare incorporated a comprehensive approach to sustainability by offsetting individual CO2 emissions through Sustainable Aviation Fuel (SAF) and contributions to climate protection projects. The reduction of 10 percent in CO2 emissions through SAF, coupled with offsetting the remaining 90 percent through climate protection projects, demonstrated the Lufthansa Group's commitment to environmental responsibility. The compensation portfolio consists of 15 projects aimed at driving the development of the CO2 compensation market toward new technologies. The twelve selected test routes, offered by Lufthansa Group airlines, including Lufthansa, Austrian Airlines, Brussels Airlines, and SWISS, spanned key connections such as Bangkok to Vienna, Frankfurt to Miami, and Zurich to
Los Angeles. In line with ambitious sustainability goals, the Lufthansa Group aimed to achieve a neutral CO2 balance by 2050 and a 50 percent reduction in net CO2 emissions by 2030 compared to 2019. The Lufthansa Group's commitment to effective climate protection focused on fleet modernisation, SAF utilisation, optimised flight operations, and sustainable options for private travellers and corporate customers. Supporting global climate and weather research further underscored the Lufthansa Group's dedication to sustainability, recognised positively by independent rating organisations. l
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SETTING A SUSTAINABLE EXAMPLE Scenic Hotel is committed to delivering the highest social, economic, cultural and environmental sustainability to its staff, guests, and the communities in which it operates.
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or us, being sustainable is not mutually exclusive to providing an exceptional guest experience,” said CEO Karl Luxon. Luxon continued that Scenic Hotel’s sustainability journey has enabled it to become better stewards of the environment and people, setting an example and helping cultivate a thriving tourism industry. Scenic Hotels is serious about being a leader for positive change and is passionate about ensuring
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its actions reflect its values. To help identify its sustainability priorities, Scenic Hotel committed to Agenda 2030 and the United Nations Sustainable Development Goals (SDGs) and discussed which sustainability concerns were most important to them with staff and stakeholders. “And where they believed Scenic could have the most positive impact.” Partnering with Toitu Envirocare has also given Scenic Hotel confidence in its work and actions.
Having a strong leadership foundation across the team has also set the business up for sustainable practices for years to come.
One way Scenic Hotel sets a positive example is through its commitment to carbon reduction through projects such as eliminating coal from energy sources, eliminating single-use amenities, and developing emissions data management tools. It achieved its Coal-Free status in July 2022 and is working toward an independent verification. These successful undertakings are prime examples of how Scenic Hotel can serve as a model for the hotel industry, as it is confident that these
examples positively contribute to the broader sustainability trends of the sector. Staff engagement and buy-in to Scenic Hotel’s vision are key. “All team members are encouraged and enabled to play their role in sustainability.” This is encouraged through management, corporate/support teams, frontline staff, maintenance, and food and beverage suppliers. Even dispersion and selfresponsibility are significant to Scenic Hotel, and each team member should play their part rather than leave sustainability to one team member. “Having a strong leadership foundation across the team has also set the business up for sustainable practices for years to come.” Luxon said that Scenic Hotel can only hope that by sharing its commitments, it can influence and inspire other players in the industry to adopt similar initiatives. To engage guests in sustainability efforts, it has shared its vision for sustainability through its
educational collateral in public areas, pointing people to its website for more information, where it outlines its strategy and shares its steps along the way through updates. “We have plans to offer our guests more comprehensive and direct ways of having a tangible impact, with announcements coming in the new year.” Guests are also given a choice to select sustainable housekeeping options, which include reusing towels, limited room servicing, and selecting a restaurant offering sustainable local producers. Scenic Hotel aims to deepen its integration of sustainability understanding and commitment across all parts of its business. Committed to constant improvement in carbon reduction, with a curiosity to explore new technologies that encourage sustainable operations, and gaining independent verification for transparency are just a few of the ways Scenic Hotel has brought sustainability to the heart of its business. l
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CHINA EXPANSION FOR MARRIOTT Marriott International, Inc. recently announced it has signed an agreement with Zhejiang Wanhao Wanjia Group to develop two properties in Qiandao Lake, located in eastern China’s Zhejiang Province. The St. Regis Qiandao Lake and AC Hotel by Marriott Qiandao Lake are expected to open in December 2026, bringing the St. Regis brand’s signature luxury and timeless heritage, complemented by AC Hotels’ modern design and intuitive service, to a destination famous for its vast expanses of shimmering blue-green waters with more than 1,078 islands dotted over 573 square kilometres of pristine natural beauty.
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e are thrilled to partner with Zhejiang Wanhao Wanjia Group to develop these two projects in Qiandao Lake as part of our 'Brand + Destination' approach in offering the best brands and experiences to our guests across various destinations”, said Gavin Yu, Chief Development Officer, Greater China, Marriott International. "Bringing St. Regis and AC Hotels by Marriott to Qiandao Lake’s lush forests and rugged landscapes will further cement our footprint in Hangzhou
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while providing our guests with access to a destination of relatively undiscovered beauty that awaits exploration.” The St. Regis Qiandao Lake will be nestled at the top of Tianyu Mountain, a scenic area in Chun’an county with hiking trails and newly built escalators, offering breathtaking views of Qiandao Lake as well as the nearby Longshan and Meifeng islands. The location is approximately a 30-minute drive to the Qiandao Lake Railway Station, with convenient connections to Hangzhou and Shanghai. With its landscaping and interior
With our shared dedication and passion, we are looking forward to offering elevated hospitality experiences to guests and travellers who come to discover this beautiful region of China.
design led by world-renowned designer Bill Bensley, the resort will feature 80 guestrooms and suites and 36 villas, including a presidential villa with an outdoor swimming pool and a sun deck. It is also expected to offer four distinct culinary venues, including the brand’s signature spaces, The Drawing Room and The St. Regis Bar. Additional plans for the resort comprise a range of leisure spaces including The St. Regis Spa, kid’s club, swimming pools, fitness room, as well as a total of 235 square meters meeting spaces. The new resort will offer the signature St. Regis Butler service, along with hallmark rituals and exquisite experiences that celebrate the destination. Located on Chunyang Road overlooking a picturesque greenway over Qiandao Lake, the AC Hotel by Marriott Qiandao Lake will be easily accessible to travellers, only 45 minutes from Qiandao Lake Railway Station. The hotel is set to feature 185 modern and harmonious guestrooms and suites. A mix of dining options
will include the brand’s signature AC Kitchen and AC Lounge. The hotel is also expected to offer facilities such as a Kid’s Club, AC Store, AC Library, Fitness Center, swimming pool, as well as meeting rooms. With its flexible open spaces, purposeful design and signature moments, AC Hotel by Marriott Qiandao Lake will offer a comfortable, elegant and effortless stay for visitors to this marvelous destination. “It is our great pleasure to partner with Marriott International to debut two prestigious brands at Qiandao Lake,” said Deyong Kong, Chairman of Zhejiang Wanhao Wanjia Group. “With our shared dedication and passion, we are looking forward to offering elevated hospitality experiences to guests and travellers who come to discover this beautiful region of China." In Hangzhou, Marriott International currently operates over 20 hotels spanning 10 brands, including The Luxury Collection, Marriott Hotels, Four Points by Sheraton, Moxy Hotels, etc. l
What makes a 5-star experience? It’s all the little things. From the moment your guest sets foot on the property, he or she begins evaluating every little detail. Replaces a table’s existing screw-in feet Stabilises tables with a press of the table top Internal locks provide unrivalled stability Enables the alignment of table tops Independently tested by FIRA Exceeds - international standards for Stability, Strength, Durability & Safety (BS EN 581-1:2006 & BS EN 581-3:2017) Install in seconds. No tools required Saves you time, money and frustration while improving your customers’ experience
Ph: 09 444 9078 I Email: sales@cooktech.co.nz Web: www.cooktech.co.nz
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Call Caroline on (09) 304 0142 ext 703 or caroline@reviewmags.com