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Bartlett calls for Investment beyond Hotel Rooms

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Jamaica’s Minister of Tourism, Hon Edmund Bartlett has made a call for investment in the tourism industry to go beyond the development of hotel rooms and other infrastructure. Minister Bartlett made the call during his presentation on the opportunities for investment in travel and tourism development projects, Infrastructure and Services at the International Tourism and Investment Conference (ITIC) in London.

The ITIC is a global platform for policymakers, tourism ministers, investors and the tourism business community. It addresses the concerns and challenges facing destinations worldwide in areas such as capacity building, infrastructure, human capital, resources, safety and security.

“The tourism industry is rapidly changing with the onset of new technologies which are changing the way we do business. To keep apace of these changes to be able to meet the growing demands of the industry, our investment focus should be on building the capacity of the suppliers in the industry who are the main drivers of tourism,” said Minister Bartlett.

Foreign direct investment (FDI) flows to Latin America and the Caribbean rose 8% to reach $151 billion, according to UNCTAD’s World Investment Report 2018. For Jamaica, FDI flows accounted for USD 888 million.

“Small tourism players, which I refer to as Small and Medium Tourism Enterprises (SMTEs) are the backbone of the industry. It is through their creativity we have been able to tap into the passion points of our visitors whether through food or entertainment, to give authentic experiences to our visitors.

“Building their capacity will build their ability to be even more creative to enhance our tourism offerings,” added Minister Bartlett.

Through the Tourism Enhancement Fund, SMTEs in Jamaica have access to a J$1 billion revolving loan program that is administered through the EXIM Bank. In total, since its inception, as at last month, September 2019, TEF has disbursed more than $868 million in loan funds to 367 borrowers.

Over the 2-day period, Minister Bartlett participated in two panel discussions titled, ‘Opportunities for Investment in Travel and Tourism Development Projects, Infrastructure and Services,’ and ‘Climate Change and Tourism Resilience Management.’

Other panelists include senior officials such as Kenya’s Cabinet Secretary of Tourism and Wildlife, Hon. Najib Balala EGH; Malta’s Minister of Tourism, Hon. Konrad Mizzi; and Chairman of ITIC/ former United Nations World Tourism Organization (UNWTO) Secretary-General, Dr. Taleb Rifai.

MEDIA CONTACT: Jamaica Ministry of Tourism, Corporate Communications, 64 Knutsford Boulevard, Kingston 5, Tel: 920-4926-30, Fax: 920-4944

Tourism and Hospitality Seen as Number 1 Choice for Investment

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The Jamaica Chamber of Commerce-commissioned business and consumer confidence indices, for the third quarter of the year, indicate that the tourism and hospitality industry show the highest interest for businesses to invest.

The study indicated that these industries were seen as being able to generate more significant returns, when compared to the other industries in the market.

“This morning, at the Chamber of Commerce meeting, noted pollster Don Anderson shared the industries which businesses are seeking to invest in the coming future. I am happy to share that the Tourism and Hospitality industries emerged as leaders. This has never happened before, where tourism is seen as the preferred industry in Jamaica, or arguably in the Caribbean,” said Minister of Tourism, Hon. Edmund Bartlett.

The Minister was speaking earlier today at the first meeting of the recently announced board of trustees for the for the recently passed landmark Tourism Workers’ Pension Scheme, which took place in the Kingston office of the Tourism Product Development Company.

He also shared that, “In the last 3 ½ years, tourism arrivals has grown by 33% and revenue has grown by nearly 90%. This growth has caused a huge impact on GDP, in terms of the contribution that the tourism industry is making. In these three years, we have moved from 7.2% to 9% in 2017. We are sure, trending, as we are now, that we would have hit the 10% mark by the next review by the PIOJ.

I think that all of this is coming behind these numbers that I just gave you and it makes the point completely that the growth that we are talking about is not fictional. It is being reflected now in investor confidence and investor preference.”

The Jamaica Chamber of Commerce (JCC) announced the results of the 2019 third Quarter Business and Consumer Confidence Indices at the JCC Secretariat. Managing Director at Market Research Services Ltd presented on the findings.

In his address to the board, the Minister said, “I think who we have to lay the accolades to, are the workers of the tourism industry. That is why this activity, that you have agreed to serve, in building out the framework of this landmark legislation, to protect the worker of the industry, is so important. The greatest thanks that we can give the workers, is to make sure that this pension plan works for them.”

The Tourism Workers’ Pension Scheme Board of Trustees will play a critical role in the management of the Scheme starting with the review of the regulations required to make it operational. Its mandate will also include management of all moneys paid, or assets transferred into the Scheme and the appointment of a Fund manager.

Retired banking and insurance executive, Richard Powell serves as chairperson, with Attorney-at-Law, Hyacinth Lightbourne as deputy-chairman.

The other members are: Retired Actuary, Hon Daisy Coke; President of the Jamaica Hotel and Tourist Association, Omar Robinson; Group Commercial Director of Sandals Resorts, Wayne Cummings; Hotelier, Philipp Hofer; Attorney-at-Law, Carlton Williams; Chartered Accountant, Eric Crawford; Head of the Hugh Lawson Shearer Trade Union Education Institute at UWI’s Open Campus,  Danny Roberts.

The Pension Scheme is a defined contributory plan supported by legislation and will require mandatory contribution by workers and employers.

For more information on Jamaica, click here.

MEDIA CONTACT:

Corporate Communications

Ministry of Tourism,

64 Knutsford Boulevard,

Kingston 5.

Tel: 920-4926-30

Fax: 920-4944

Bartlett to receive Africa Travel and Tourism Award

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Jamaica’s Minister of Tourism, Hon Edmund Bartlett has been recognized by the African travel and tourism industry for his exemplary work and contribution to the growth of the sector in Africa and in the Diaspora.

ATQ News and Akwaaba African Travel Market have selected Minister Bartlett as one of the Africa Top 100 Tourism Personalities to be honoured at the First African Tourism Diaspora Conference 2019, which takes place in Lagos, Nigeria, September 22 to 24, 2019.

Publisher of ATQ News, Ikechi Uko says “The award recognizes personalities of African origin, living in Africa or outside the continent, irrespective of their current citizenship or nationality who are willing to contribute to the development of the continent and its Diaspora.”

While he is unable to accept the award in person due to prior commitments, Minister Bartlett has acknowledged the prestigious Africa Travel 100 Global Personalities Award as a tremendous honour for the work he has been doing on behalf of Jamaica and reaffirmation that it is a tour de force in the global travel industry.

“The relationship Jamaica’s tourism industry has with the continent of Africa is very meaningful.  I therefore wholeheartedly thank the African Tourism Diaspora for this wonderful recognition, which I believe will further strengthen the relationship Jamaica has with the continent,” said Minister Bartlett in his letter acknowledging the award and advising that Jamaican High Commissioner, His Excellency Esmond St C Reid, will receive it on his behalf.

Minister Bartlett is a member of African Tourism Board Association and has been working to create avenues for continued growth and corporation between the nations of Africa and Jamaica which recently signed a memorandum of understanding with Kenya to broaden cooperation in tourism. Also, President Uhuru Kenyatta, on his recent official visit to Jamaica, agreed to be honorary co-chair of the Global Tourism Resilience and Crises Management Centre (GTRCMC) for Africa.

The Africa Travel 100 Awards, now in its 18th year, has recognized over the years leaders, industry practitioners and government officials who have promoted tourism and improved travel using unique platforms and new information.

It is also set up to recognize individuals who have distinguished themselves as foremost and outstanding drivers in the travel and tourism industry and through their efforts and that of their organizations have impacted positively to the travel and tourism sector, stimulating and helping to achieve the country’s tourism goals and forging interactions among stakeholders.

MEDIA CONTACT:

Corporate Communications Division

Ministry of Tourism

64 Knutsford Boulevard

Kingston 5

Tel: (876) 920-4926-30

Strong support for Jamaica Tourism Workers’ Pension Scheme

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In anticipation of passing its final hurdle in the Senate, the Jamaica Ministry of Tourism has embarked on another round of awareness and sensitization sessions to get workers signed onto the Tourism Workers’ Pension Scheme.

The scheme has already received parliamentary approval and is expected to get the Senate’s seal of approval after inclusion of a number of recommendations from that body. It will then go to the Governor General for his assent after which regulations will be drafted for the plan to be rolled out in January 2020.

Minister of Tourism, Hon. Edmund Bartlett, joined by Chair of Pension Scheme Oversight Committee, Hon. Daisy Coke, sold the scheme to a representative gathering of various tourism stakeholders from the Ocho Rios area Wednesday, July 17, at the Anglican Church Hall.

Describing it as a defined contractual scheme, Mrs. Coke said for the first three years of its operation, employees will contribute 3 percent of their salary, matched by 3 percent from their employers. Thereafter, the rate will be increased to 5 percent. Self-employed persons will also be subjected to the 3 and 5 percent but will not have the benefit of a matching amount.

Minister Bartlett underscored the importance of getting more from the tourism industry by developing the capacity to be able to contribute better, more efficiently “and more fulfilling to ourselves because when we work we’re working just for the employer, we’re not working to boost productivity that will enhance the bottom line of some government; we’re working also for self-satisfaction.”

Minister of Tourism, Hon Edmund Bartlett outlines the importance of the Tourism Workers’ Pension Scheme to a representative gathering of workers from various sectors of the industry, at an awareness and sensitization session, held at the Anglican Church Hall in Ocho Rios on Wednesday, July 17, 2019. Seated to his right is Chair of the Tourism Workers’ Pension Scheme Oversight Committee, noted actuary, Hon Daisy Coke.

He said it was also important for workers to feel happy about what they do and having security of tenure, being remunerated appropriately and knowing that there was a social security arrangement with a social security net awaiting them after working very hard, would engender that happiness.

According to Mr, Bartlett, “the potential size of this Tourism Workers’ Pension Scheme is going to be of a magnitude that Jamaica has never seen.” He said it was eight years in the making and was the first of its kind in the world.

With the ongoing expansion of the industry providing increased employment, Minister Bartlett stressed the importance of human capital development and training as the number one priority to improve the quality of what is being offered as the product and create an opinionated experience for visitors who will want to return and improve the 42 percent repeat business that the country now enjoys.

With the Hospitality and Tourism Management Program already in place through 33 high schools offering an associate degree in hotel management; the Tourism Product Development Company’s TEAM Jamaica sensitizing to what the industry is all about; HEART NTA measuring and building competence; and the Jamaica Centre of Tourism Innovation offering on-the-job certification at various levels, he said the next step would be to have tertiary level training.

“The next level now for us is tertiary and post graduate qualification because our industry is one that is changing every day; it’s a new tourism that is emerging where technology is going to play a far more important role in the delivery of the experiences and services of the industry,” said Minister Bartlett, adding that “more and more hotels are going to become automated so that is going to have implications for the lower level employees in the sector. Our job therefore is to make sure that we are preparing the next workforce to be ITT competent and to be able to operate well within this post-industrial revolution.”

Starting October, a partnership will begin with the University of the West Indies to establish a graduate program in tourism that opens the door for persons to work through the system, write a thesis and obtain a Master of Science in Tourism. Minister Bartlett said utilizing data, “we are going to find new ways of doing the same things that we have done over the years but better ways that are more efficient, more cost effective and offer more value.”

MEDIA CONTACT:

Corporate Communications Division

Ministry of Tourism

64 Knutsford Boulevard

Kingston 5

Tel: (876) 920-4926-30

Minister Bartlett extends condolences to the family of Pishu Chandiram

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Jamaica Minister of Tourism Hon. Edmund Bartlett has expressed deep regret at the passing of tourism and in-bond trade stalwart, Pishu Chandiram.

“I was very saddened to learn about the passing of Pishu Chandiram. I offer my sincere condolences to the Chandiram family and the staff of Bijoux. We will never forget his kindness and invaluable contributions. I pray that the love of those around you provide comfort and peace during this period of grief,” said Minister Bartlett.

Pishu Chandiram grew up in the family business, K Chandiram Limited in Kingston and started his work life in 1951 after graduating from St. Georges College. With the coming together of in-bond merchants in Montego Bay to construct Shoppes of Rose Hall, in 2007 he joined the group and opened Bijoux’s signature store in that centre. 

Today, Bijoux also operates from the Falmouth Cruise Ship Pier, Island Village in Ocho Rios and in Kingston.

He was also among some 56 awardees of the inaugural Golden Tourism Day Ball, held last December, honouring those who have provided at least 50 years of service in the tourism industry. The gala event was organized by the Jamaica Tourist Board (JTB) and the Ministry of Tourism, and will become an annual event that honours industry stalwarts.

“I am so happy we had the opportunity to recently honour Mr. Chandiram  for his commitment to the tourism industry and in particular the in-bond trade for 67 years. His speech that evening was extremely moving, as it showed his commitment to the industry and the passion he had for nation building. May God give him eternal rest and I am certain his legacy will live on for years to come,” said Minister Bartlett.

MEDIA CONTACT: Jamaica Ministry of Tourism, Corporate Communications, 64 Knutsford Boulevard, Kingston 5, Tel: 920-4926-30, Fax: 920-4944

African Tourism Board Safety and Travel Security Expert Statement on TOPP

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African Tourism Board Safety and Security expert Dr. Peter Tarlow reminded all ATB members, security incidents around the world once again underline the need for African nations to promote and provide the best tourism security possible.

African Tourism Board President Alain St. Ange mentioned that after recent security challenges in Kenya, it remains the duty of Africa to stand with Kenya’s Minister Najib Balala, the CS for Tourism and with the Government of Kenya after the recent kidnapping of Doctors and Bomb Threats.

“Tourism is a success story in Kenya and they need, more than ever, their fellow friends and neighbors to spread this successes story,” the ATB president added.

Dr. Tarlow explained: “The best way for the African tourism industry to aid countries not only Sudan and Kenya as they face new tourism security challenge is by helping each nation in Africa to create a well funded and organized tourism security unit.

Each tourism security unit of TOPPs (tourism-oriented policing and protection services) will be experts not only in security but also safety and seek to protect a nation’s visitors along with its reputation and economies.

These units, be they composed of public or private security agents or private-private partnership, will help to assure tourists from around the world that travel to Africa is safe and secure.

They will be major players in promoting African tourism and when security mishaps occur they will aid their local tourism industry in a demonstration to the world that these are the exceptions and not the norm.

It is important to remember where that security is an essential element in tourism.  It is our moral duty and good business to work with both local governments and international organizations to assure travelers that Africa will receive them with open arms and a loving heart.

“Today, the African Tourism Board confirms that they stand with Africa ans specially now with Minister Balala the Kenyan Government and People of Kenya and will work with them as and when called upon”, concluded St.Ange.

Reference:
www.africantourismboard.com

www.safertourism.com 

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The Development and Promotion of MICE in Thailand

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The Thailand Convention & Exhibition Bureau (TCEB) is leveraging the development of Thai MICE business in long haul markets in collaboration with foreign chambers of commerce representing Australia, UK, USA and Germany.
​Mr. Chiruit Isarangkun Na Ayuthaya, President of Thailand Convention & Exhibition Bureau (Public Organization) or TCEB, disclosed, “The signing of this MOU – The Development and Promotion of MICE –  between TCEB and Foreign Chamber Alliance (FCA), comprising 4 chambers of commerce representing our main target countries, which are Australia, UK, USA and Germany.
It’s considered another remarkable step of TCEB in altering our role to leverage MICE by serving as a business partner who joins hands with foreign organisations to promote the development of Thai MICE in international markets, as well as to penetrate into long haul MICE markets in Oceania, Europe and the USA, side by side with our main short haul target markets in Asia.
“Indeed, the collaboration is a new dimension of promoting Thai MICE business in long haul markets with concentration on Oceania, Europe and the USA. This is the very first time that the Foreign Chamber Alliance – FCA, which represents Australia, UK, USA and Germany, signed an MOU with a Thai government agency. Interestingly, FCA has more than 20,000 members that include businessmen, investors, entrepreneurs from business, industrial and service sectors, such as Minor Hotels Group, AccorHotels Group, Marriott Hotels Group, convention centres business, as well as oil, mining, pharmaceutical, automobile and other industries,” he added.
“These are considered high potential business groups for propelling the national economy and are included among the targeted industries that the Thai government is keen to encourage in line with the 4.0 Policy. For this reason, this is a lucrative opportunity for us to collaborate to develop and raise the competitiveness of Thai MICE. The 4 chambers of commerce have recognised the importance of using MICE as the gateway to the development of commerce and investment in Thailand and ASEAN,” he said.
With this MOU, the framework for the development of MICE business will embrace 5 dimensions of operation:
• The sharing of MICE statistics and events
• MICE business development
• MICE market promotion
• MICE business research
• MICE personnel development.
Mr. Chiruit further said, “The initial collaboration to mutually promote MICE business will mainly focus on hospitality service, because members of the FCA have long records of investment in Thailand, which have been running alongside their nationwide service businesses. Hence, they have eyed to extend collaboration with Thai government agencies, as they believe the endeavour will open a new door to operate MICE business in Thailand and ASEAN.
“This, in turn, will allow them to study about the dynamics and direction of the Thai MICE market. By joining with TCEB in formulating a marketing development scheme, the synergy will open a new door to connecting with other alliances who relate with the promotion of Thai MICE business in targeted countries. Moreover, there will be co-operation in drawing international events into Thailand, marketing promotion and provision of support for events previously held in Thailand,” he said.
“Target groups and alliances will be invited to participate to strengthen the potential of MICE events held here in Thailand. The FCA will join with us in the exchange of marketing information related to targeted industries held by allied chambers of commerce and TCEB will exchange information on Thai MICE business, including statistics and events, to fully bolster mutual MICE business development,” said the TCEB President.

​He went on to say, “Nevertheless, the FCA expects the Thai government to leverage the competitiveness of Thai MICE business in order to serve global competition. For example, facilitation of customs and immigration procedures; development of infrastructure and transportation; construction of convention centres; development of MICE personnel that meets international standards, and establishment of One-Stop-Service MICE centres. All of which will open a new door to the holding of MICE events in Thailand by efficiently offering enhanced convenience for MICE entrepreneurs and organisers,“ he declared.

Proposals to establish MICE service centres has been included in TCEB’s earlier strategic plan, and the Ease of Doing Business project as well  as the draft of a national strategy of NESDB (National Economic and Social Development Council).
​Mr. Chiruit went on to explain, “After the completion of MOU signing, TCEB is set to discuss with the FCA on the preparation of Phase I work plan, which lasts two years. Both parties will encourage practical co-operation in a rapid and consistent manner. Initially, we have planned to attract events and provide support to the holding of events that relate to targeted industries according to the government’s 4.0 Policy, particularly in the provinces governed by the administration of EEC (Eastern Economic Corridor),” he said.

​“TCEB expects that the collaboration will not only leverage the competitiveness of Thai MICE in long haul markets in Oceania, Europe and the USA, but will also help to attract international events into several regions in Thailand, especially those considered main markets in MICE City project, which are Bangkok, Pattaya, Phuket, Chiang Mai and Khon Kaen. Definitely, we believe the rapport will encourage transfers of technology and knowledge of each industry among one another, and thus will promote advancement in all regions and stimulate income distribution to communities nationwide,” concluded Mr. Chiruit.

Mr. Benjamin Krieg, Vice President, Austcham, explained, “The role of the Foreign Chamber Alliance (FCA) in Thailand and the purpose of signing the MOU combines key Foreign Chambers and their members through this important collaboration, we provide a common voice on advocacy to develop and grow opportunities that can benefit our members and the country of Thailand,” he said.

“The MICE industry is growing, and will also continue to grow in importance and contribution to the overall tourism sector within Thailand, and of course the greater Thai economy. Our primary aim is to continue to increase and grow the competitiveness of Thailand as a leading destination for MICE not only within Asia, but the world, further complimenting the amazing tourism industry that we already are so fortunate to be a part of,” concluded Mr. Krieg.

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Indian travelers expected to spend $136 billion by 2021

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The Indian traveler has come of age, spending approximately $94 billion in 2018, on around 2 billion domestic and international trips, helping the Indian travel and tourism industry achieve unprecedented scale.

The momentum is expected to continue and the industry will grow at a 13 percent CAGR to $136 billion by 2021, according to a report, ‘How Does India Travel’. The report outlines how India spends on travel, the influence of online channels in their purchase journey and potential growth opportunities for travel businesses till 2021.

Deep diving into the $136 billion spends, the report cites a 12 percent growth in transportation ($50 billion), 13 percent growth in lodging ($21 billion) and consumption, which includes spends on shopping, recreation and food, to grow at 13 percent ($65 billion) over the next three years. Additionally, as more people come online, smartphone penetration improves and use of digital payments goes up, the report estimates that Indian travelers will spend an additional $24 billion on online travel bookings over the next three years, a growth from 25 percent in 2018 to 35 percent in 2021.

Online is a significant source of research

Elucidating the planning journey of Indian travelers, both for business and leisure, the report calls out five phases of a customer journey – Interest, Research, Booking, Experience and Sharing. The report states that during key research-heavy phase of interest, research and experience, digital plays a pivotal role with over 86 percent of consumers being influenced by online channels. During this phase, travelers spend their maximum time on search, travel tour provider websites, price comparison websites, and travel articles. Online video too plays a significant role with 21 percent of travelers being influenced by this platform. In the booking and sharing phase, the report states that nearly 60 percent of customers book transport and lodging online, and over 50 percent share feedback online with social media being the dominant platform.

Talking about the market opportunities for online travel players, Vikas Agnihotri, Country Director – Sales, Google India said, “New users perceive that online channels are geared towards the more frequent flyers and experience-oriented travellers; and existing travelers research online but the lack of trust in payments and booking experience make them end up booking offline. If travel players tap these online users through personalised marketing, messaging and travel plans, they can further augment online travel bookings. This can be done by adopting digital technologies to influence customers early in the journey and moving from one-time engagement to ongoing relationships to have a positive impact.”

“There is a perception amongst consumers that online channels are geared towards premium customers, along with a marked distrust around payment and pricing terms. It is imperative for businesses to address these concerns in order to effectively tap into the growing base of users.” Arpan Sheth, partner Bain & Company said.

Decoding the Indian travelers

The report further identified the five cohorts of travelers in India, across business and leisure travel, and categorised each against their online research behavior:

Frequent flyers: Nearly 70 percent of them booked online, cumulatively spent $17 billion in 2018. They make their choices based on convenience, availability, brand preference and past experiences.

Budget business traveler: 86 percent of them researched online whereas only 60 percent book online, cumulatively spent $20 billion in 2018. This cohort makes their decisions based on cost of travel, availability and consultation amongst their personal business network.

Experience-oriented traveler: Around 70 percent of their bookings were done online and cumulatively spent $22 billion in 2018. They extensively research both online and offline for ‘authentic’ experiences and convenience of options; display high loyalty towards preferred brand of airlines or hotels and actively share experiences.

Budget group traveler: 90 percent researched online and 55 percent booked online, cumulatively spent $29 billion in 2018. They make multiple decision-makers in the process and take the final decisions based on minimal cost.

Occasional travel visiting friends/relatives: 92 percent researched online but only 60 percent booked online, spent $6 billion in 2018. They maximize family convenience within a budget and believe online terms and conditions are restrictive.

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African Tourism Board President St.Ange: African Tourism is together here

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The new president of the African Tourism Board is not a newcomer in the African travel and tourism industry. Alain St. Ange was the minister of Tourism for Seychelles and prior to that the head of the Seychelles Tourism Board.
He had made a name for all of Africa when he started the Victoria Carnival for Africa and the world.
Commenting on his new position he stated: “When I took up the position of President of the African Tourism Board, this brought the world of African Tourism together as I received calls from so many tourism ministers and heads of tourism-related bodies from across Africa, and it clearly showed the importance of tourism for the continent.
Even the Seychelles President, Mr. Danny Faure, sent words of congratulations after I assumed my role as President of the African Tourism Board, as did the island’s former President Mr. James Michel.
For Seychelles, the importance of tourism as the industry respected as the pillar of the economy, is known and accepted.
But Seychelles is no different to the rest of Africa because a buoyant tourism industry can only help consolidate the economies of so many countries on the continent.
We are now planning the next meeting where together we can look at the challenges we are facing and share success stories and learnings.
The newly-appointed CEO of the African Tourism Board, Doris Woerfel, who is based in Pretoria, South Africa, sees huge potential for Africa from China and is already concentrating to build a broad membership base in Africa for ATB.
She is now moving to contact industry players across Africa to plan the next meeting which will probably be held in August of this year.
The press from across Africa will be invited to attend because success for the African Tourism Board is so dependent on them.”
He concluded in saying: May I urge everyone in the public and private sector to rally behind African Tourism Board to make Africa one Tourist Destination and join.

More information on the African Tourism Board and to join visit www.africantourismboard.com 

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eTN Hero: Cordelia Igel, team leader at Vox Restaurant, Grand Hyatt Hotel Berlin

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Many of us traveling around the globe on business have travel stories to tell. I spend more than 100 fully-paid nights every year in Hyatt Hotels around the world. Doing this, you get to know a brand more closely.

I am collecting my own list of heroes and honoring each of them eTN Heroes. You cannot buy eTN Heroes, and this title is a publisher’s recommendation based on personal experience.

I realize there are so many heroes in the hospitality industry and even more in the rest of the travel and tourism industry, so my personal experience is only a very small token of well-deserved recognition.

Today, I would like to introduce Cordelia Igel, a senior team leader at Vox Restaurant at the Grand Hyatt, Berlin, Germany as the latest eTN Hero.

Travelers like me experience hotels as a second home. When something doesn’t make sense, I am always outspoken and hope my criticism is heard. I want the businesses that cater to my travel to do well.

Loving my espresso every day is a passion many fellow travelers share. For me, it doesn’t make sense when international hotels cannot see that good espresso is a major selling point. For me, it’s a major buying point when selecting a hotel.

For example, I stopped staying at the Marriott Newark Airport where the Starbucks in this hotel is only open from 6 am to 10 am.

It boggles my mind because people come in 24 hours a day because after all, it’s an airport hotel.

With travelers arriving or leaving this hotel don’t always go by Eastern Standard time.

A good cup of coffee becomes as important as a good bed or a hot shower.

The same goes for food. I select hotels where I can get my breakfast, lunch, or dinner 24/7 because my body time clock is not always synchronized with the time in the destination.

Mistakes happen, especially when you’re jetlagged. One of the worst was when I picked up a suitcase that belonged to another passenger in Tokyo after arriving from Abu Dhabi and showed up at the Grand Hyatt Tokyo with the wrong luggage. Takashi Kai, Assistant Manager at the Grand Hyatt Tokyo, was my first eTN Hero that day and managed this impossible and frustrating situation for me.

Here why I am so thankful to Cordelia Igel, the senior team leader at Vox Restaurant at the Grand Hyatt Berlin, my latest eTN Hero.

In March during ITB  I stayed at the hotel for 8 nights.

The hotel has a fantastic breakfast and a great pool/gym area along with a very central and exciting location close to Potsdamer Platz.

Rooms are a little small and average in Berlin, but acceptable. I may have been spoiled. I stayed at the Hyatt Haus Duesseldorf before arriving in Berlin during the same trip and also one night at the Park Hyatt Hamburg and loved my apartment and hotel suite. My apartment at Duesseldorf Hyatt Haus was over the top – washer, dryer, living room, bedroom, and an outside patio with a million dollar view, and enough space to entertain 100 people.

Here is why Cordelia at the Grand Hyatt Berlin is my hero. Attending a very busy trade show is always a challenge when managing a busy scheduled and sleep. My morning espresso is of utmost importance. In the past, when staying at the Grand Hyatt Hotel in Berlin, I went to Starbucks across the street from the hotel, but this year, Starbucks was no longer there.

What were my options? As a Globalist member in the Hyatt loyalty program, my breakfast is always included. Hyatt Germany is not one of the hotels forcing Globalists to take their breakfast only in the Club lounge.

The continental breakfast at the Hyatt Grand Clun is usually not comparable with the wide variety of food found at VOX restaurant.

So everything was perfect in the morning, right? Wrong!

When trying the Club lounge espresso, I should have known it wasn’t up to my standards as it was served from a push-button machine. However, not all Grand Clubs are the same. At the Grand Hyatt Seoul, Korea the Espresso machine is the best I found in the Hyatt system so far.

At the Grand Hyatt Berlin, when dining in the hotel’s 5-star restaurant VOX, a 3-star espresso is served from a push-button machine.

When I asked the lead server, Cordelia, why they are serving such a superb breakfast and offer only a push button machine-made espresso she offered a solution.

The only good espresso machine in the hotel not using push-buttons was at the hotel bar. Cordelia went to the hotel bar and personally hand-crafted a cup of real espresso for me. She also managed to bring it back within one minute after pouring. Magical!

Every morning after that, Ms. Igel knew what to do. And for that extra touch of service and not hesitating a second to go above and beyond, Vielen Dank Frau Igel, you are my eTN Hero today.

 

 

 

 

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