How has the hospitality sector in Hong Kong been performing this year?
It has definitely slowed down a bit compared to the previous year. This is mainly due to the stronger HKD exchange rate against other Asian currencies, and the drop in mainland visitors. But we are not worried about this. If you still remember, the Hong Kong tourism industry had hit rock bottom during the SARS outbreak in 2002/3. We also saw arrival numbers plunge during the swine flu and the more recent MERS, but we have always pulled through and continued to prosper. So, despite the sluggish outlook at present, I’d say the hospitality sector remains promising.
Tell us more about the inspiration behind providing each guest with a smart phone for their usage and convenience.
This is part of our endeavour to deliver a ‘beyond thoughtful’ service to our guests, enabling a seamless and memorable stay. In today’s world, everyone is after a personalised, unique experience; providing merely good service and cookie-cutter amenities are not enough to satisfy one’s travel needs anymore. This is why we insist on offering something memorable for our guests so they would want to talk and share about it. This also constantly keeps us on our toes, looking for more ways to make them feel comfortable and ensuring their stay is convenient and seamless. We’ve launched numerous value-added services over the years, including a shuttle bus service, 24-hour Full Stay programme, pillow menu and upgraded in-room WIFI speed. Then, last year, we thought of introducing something of a breakthrough, something new in the industry, which, when enjoyed along with all other prevailing services, truly make one’s travel experience memorable; hence, the introduction of the smart phone for guests.
How has the response been?
It has been overwhelming. We have many guests telling us how our smart phone has made travelling effortless, thanks to its free 3G Internet. Also, we’ve received tons of rave reviews on TripAdvisor and online travel sites, praising the free IDD calls function that comes with the phone. We have nine countries in our free IDD call list at present – Malaysia, Singapore, China, US, UK, Canada, Australia, Japan and Korea, and we will continue to expand our call coverage to benefit more travellers from different parts of the world in the future.
Share with us some of your other innovations and ideas. We are particularly intrigued by your decision to collaborate with big brands and partners, like Ocean Park, for example, for some of your rooms.
Cosmopolitan Hotel is blessed with its strategic location, being only a 15-minute drive from Ocean Park, which is a must-go tourist spot in Hong Kong. It was this fact that inspired having themed suites and, naturally, Ocean Park was the partner we immediately thought of. Guests can now continue to enjoy their theme park experience in our Ocean Park family suite, while this collaboration also boosts our family-friendly image. We also have our Sony 4K 3D Experience Suites, which showcases a complete set of Sony’s latest home theatre system, with 55in 4K 3D LCD television and other gadgets like personal 3D viewer, Playstation, tablet and Handycam. This suite offers a cinematic experience in a hotel room setting – a perfect pick for adventurous travellers who love unconventional hotel rooms. Another partner is OSIM, whose themed suite features its latest whole body massage chair and a range of hand-held massage equipment. Our business travellers are big fans of this suite. After a long day of meetings or working non-stop in front of a computer, a relaxing massage chair is all they need to get rid of the fatigue while readying for another full day of challenges.
Why do you think hoteliers need to consistently innovate and up their game?
Travel has become a very transparent matter nowadays, with the emergence of online and social media. It is not surprising to see that more and more travellers are turning to online travel sites for peer reviews, before planning their holiday itinerary and choosing a place to stay. In order for hoteliers to stay competitive, we have to know what’s hot and what’s not, and this means we are constantly innovating our services so that we continue to be the talking point for the online travel communities. It is imperative for a hotel brand to be seen with a positive image on all influential channels, all the time. In other words, the omnipresence of a hotel brand, be it online or off, is key to sustaining business in the long run. But we also mustn’t forget the single most important thing, the very basic quality of a great hotel – service. This is an area we’ve put a lot of focus on and we are pleased we are doing quite well on this part so far, as proven by the considerable amount of outstanding reviews on TripAdvisor and other overseas travel agents platforms. This is the power of word-of-mouth.
What are your thoughts on the growing arena of alternative hospitality arrangements like, say, Airbnb? How will it impact the way hotels do business?
While we notice that there is a growing number of travellers switching to Airbnb for cheaper accommodation options, especially when they travel to expensive countries like Norway, Switzerland and the UK, this has not quite caught on here. Not in the near future, anyway, because, in general, hotel rates in Hong Kong are still very affordable. Besides, the quality assurance that you receive from a hotel in terms of service, hygiene and safety far outweighs the few hundred bucks you save from an alternative rented property.
What do you think 2016 will bring for the hospitality industry in Hong Kong?
More challenges, hence more opportunities. Over the years, we see continuous technology evolvement and new business models coming up to benefit our industry. With Hong Kong being a matured market for business and leisure travellers alike, it’s always one of the first few countries in the region to test out those channels. Earlier, we had group buy websites and, this year, meta-search website is the talk-of-the-industry, and I believe its popularity will not cease in 2016. We will have to think of how to respond quickly to market changes, should we choose to tap into those channels, and, if yes, how to make effective use of them.
What made you decide to venture into this field?
I specialised in hospitality management during university. So, given my academic background, it was natural for me to pursue a career in the hospitality industry after graduation. In the beginning, I was hesitant about which industry to join: airline, travel or hotel. But, given my extroverted personality, it didn’t take me long to decide. Even though working in the hotel industry necessitates long hours, as interaction with guests is round-the-clock, it gives me such a great sense of job fulfilment when I see the happy faces of my guests when they check out. And what really makes my day is to receive genuine thank you e-mails, telling me how much guests had enjoyed their stay and how they would come back to us again. This is the greatest motivation for me to constantly outperform myself and to always give the best experience possible to my guests.
What was your original childhood ambition, though, and what do you think of all that you’ve achieved so far?
I had always wanted to be involved in the education sector and be a volunteer teacher for the underprivileged when I was little. I haven’t given up my childhood dream yet, but have just taken a slightly different approach towards education. I may not be a teacher per se, but my desire to teach and provide proper training is part of what I do now. This was actually the inspiration behind our One Family programme three years ago. We partnered education centres and charity organisations, like Evangel’s Children Home, SKH St Christopher’s Home and Christian Action, to provide internships to their students with the aim of equipping them with particular skill sets that can help them to secure a good job in the future. The training lasts for two weeks to a month, during which the students will be introduced to different departments and learn various job functions, after which they can choose their preferred working department. Some students may need special care during training and we provide extra hours of one-on-one coaching and tailor-made programmes that best fit them. We also follow-up with the social workers after the students have completed training with us. We really want to make sure that all of them benefit from our programme and to know that their lives will change for the better, as this makes all the hard work worthwhile. Of course, our associates’ younger family members will also get to enjoy this privilege as well. I really feel blessed that I’m still able to fulfil part of my children’s dream job in my current capacity, and, what’s better, joined by my 300 staff from three hotels.
Is there a philosophy or motto you live and work by to consistently stay motivated each day?
‘Have a passion for what you do, be innovative and always remember to stay ahead of the trend’.
