HOSPITALITY & LEISURE CONFERENCE - hospital tourism

New Markets: New Challenges and Opportunities in a Challenging Economic Climate

HOSPITALITY & LEISURE

CONFERENCE Conference Date : 13-14 January 2009

Conference Venue : Prince Hotel and Residence,
Kuala Lumpur, Malaysia

Our Distinguished Panel of Experts:

Richard Agon, Chief Executive Officer
Agon Hotels & Resorts

Marco G Battistotti, General Manager, G Hotel
and Chairman, Malaysia Association of
Hotels Penang Chapter

Key Issues to be addressed: Gracie Geikie, Chief Executive Officer
Sarawak Tourism Board
Latest trends in leisure and travel that affect the hospitality industry
Keeping a lid on rising operating costs Dato’ Dr Teddric J Mohr, Chief Executive Officer
Profitable keys for a greener future Penang Adventist Hospital
Providing effective customer service in the hospitality industry
Anticipating change that will shape the industry Pradeep Kumar Nair, Chief Operating Officer
How to maintain revenues and pricing in the hospitality and leisure School of Hospitality and Tourism/
Taylor’s College, Petaling Jaya
industry during economic downturn
The impact of the internet to the tourism industry Stuart Pack, Chief Executive Officer, Leisure & Health
The potential of health tourism Tourism Division, Golden Horse Palace
Effective press and media relations to best results and media placements
Suresh Ponnudurai, Chief Executive Officer
for your destination, hotel or attraction MalaysiaHealthCare.com
Leveraging latest technologies in the hospitality industry
Innovative methods of training and retaining staff Rohizam Md Yusoff, Chief Executive Officer
The outlook for acquisitions VirtualMalaysia.Com
Global perspectives on business, tourism and hospitality
Previndran Singhe, Group CEO & Founder
Zerin Properties

Eugene Tan, Area Director of Human Resources
Shangri-La Hotel, Singapore

Datin Wan Norhiyati, PR Counsellor
MAE Public Relations

Anthony Wong, Group Managing Director
Asian Overland Services Tours & Travel
and Frangipani Hotels & Resorts – The
Frangipani Langkawi Resort

Organised By: Endorsed by: Official PublicationS: Dr. Wong Kong-Yew, Tourism Economist & Programme Director
Taylor’s Graduate School

Special discount of 10% Wouter G Piët, Chief Executive Officer and Founder
to members of AHTA E-HORS (Electronic Hotel Operations
and Reservation System)

Jeremy M Joseph, Advocates & Solicitors
Joseph & Partners

Learn about the latest trends in hospitality & leisure and

Day One i 13 January 2009 i Tuesday n Understand different customer behaviour
styles and know how to adjust to them
8.00 REGISTRATION AND MORNING COFFEE
Eugene Tan
Area Director of Human Resources
Shangri-La Hotel, Singapore

9.00 CHAIRPERSON’S OPENING REMARKS 11.40 Profitable Keys for a Greener
Dr. Wong Kong-Yew Future
Tourism Economist & Programme Director
Taylor’s Graduate School n How to design and operate the hotels that
preserve the planet and its people
9.10 Latest Trends in Leisure
n How to obtain stakeholders’ long term
and Travel That Affect the commitment and understanding to go green

Hospitality Industry n How to design for sustainability cost
n Management of productivity effectively
n New products, services, processes and tools
n Ethics and social responsibility n Challenges and benefits of going green
n Knowledge management n How to change mindset as step 1 and get
n The impact of globalisation
n Emerging markets everybody to buy in
Previndran Singhe Anthony Wong
Group CEO & Founder Group Managing Director
Zerin Properties Asian Overland Services Tours & Travel
and Group Managing Director
9.55 MORNING REFRESHMENT Frangipani Hotels & Resorts – The Frangipani

Langkawi Resort

10.10 Keeping a Lid on Rising Operating 12.25 LUNCH
Costs
1.45 How to Maintain Revenues and
n How to respond to the major commodity price Pricing in the Hospitality and
increases in today’s market Leisure Industry during Economic
Downturn
n What are the trends of buying local and how n Best practices for managing revenue and to
to ensure consistency in supply and profit
margins avoid erosion over the long term
n What are the dangers in lowering prices to
n How to turn the operation more energy efficient
without involving huge capital investment increase the demand
projects n Learn how to align distribution with revenue

n Explore small and easy upgrades to save management
energy and money to benefits its bottom line n How to maximise revenue through accurate

Anthony Wong forecasting
Group Managing Director n How can customer-centric revenue
Asian Overland Services Tours & Travel management strategy help to boost the
and Group Managing Director
Frangipani Hotels & Resorts – The Frangipani revenue
Richard Agon
Langkawi Resort Chief Executive Officer
Agon Hotels & Resorts
10.55 Providing Effective Customer
Service in the Hospitality 2.30 The Potential of Health Tourism
n The health tourism scene in Malaysian and
Industry
n Tools for exceptional customer service Asian countries
n How to overcome the barriers of delivering n Issues involving health tourism
n How to maximise the potential of health
excellent customer service
n Learn how to measure customer satisfaction tourism
levels and take corrective action when needed

FOR ENQUIRIES AND REGISTRATION: Fax (603) 2070 3369 or Call (603) 2070 3299

d innovative new business practices from industry experts

n Partnership with hospitality industry n Major challenges faced by these industries
Suresh Ponnudurai and ways to overcome it
Chief Executive Officer
MalaysiaHealthCare.com n What are the emerging opportunities in the
Asian market?
3.15 AFTERNOON REFRESHMENT
Marco G Battistotti, General Manager, G Hotel
3.30 The Impact of the Internet to and Chairman
Malaysia Association of Hotels Penang Chapter
the Tourism Industry
n Internet transactions in Malaysia and the world 10.00 MORNING REFRESHMENT
n The size of the Internet
n Importance of visibility on the internet 10.30 Anticipating Change That Will
n Competitive marketing techniques on the Shape the Industry

internet n What are the impacts of political, social
n How to vitalise an online business and economic changes on the hospitality
Rohizam Md Yusoff
Chief Executive Officer industry
VirtualMalaysia.Com n Strategic decision making process
n Insights into the current Malaysia Hospitality
4.15 Legal Issues Affecting Hotels and Leisure industry which include
and Travel Agents
n Rights to refuse a guest operations, new developments, acquisitions
n Basic civil and criminal liabilities of hoteliers and travel economy
n How can hotels and travel agents be liable for Gracie Geikie
Chief Executive Officer
a guest’s disappointment? Sarawak Tourism Board
n What are the problems associated with food
11.15 Leveraging Latest Technologies
and beverage? in the Hospitality Industry
Jeremy M Joseph
Advocates & Solicitors n How to take advantage of the new
Joseph & Partners opportunities in the world of advancing

5.00 END OF DAY ONE technology, changing customer demands and
competitive differentiation
Day two i 14 January 2009 i Wednesday n The adding value of new information and
communication technologies to the customer
8.30 MORNING COFFEE n New information and communication
technologies and customer relationship
9.00 CHAIRPERSON’S OPENING REMARKS n Learn about Web 2.0 opportunities,
Pradeep Kumar Nair map-vertising, map engine optimisation,
Chief Operating Officer third-party reservation and trip advice sites
School of Hospitality and Tourism/Taylor’s Dato’ Dr Teddric J Mohr
College, Petaling Jaya Chief Executive Officer
Penang Adventist Hospital
9.15 Global Perspectives on Tourism
and Hospitality Business 12.00 LUNCH
n Overview on these industries in Malaysia
n How do business principles apply to tourism 1.30 Effective Press and Media
Relations to Best Results
and hospitality specifically and Media Placements for Your
Destination, Hotel or Attraction
n Key competencies in sharpening your pitching

skills
n How to broaden your exposure
n Effective strategies to expand your contacts
n How to build long term relationship with the

press and media

FOR ENQUIRIES AND REGISTRATION: Fax (603) 2070 3369 or Call (603) 2070 3299

n Learn what draws the media attention Key Benefits of Attending
Datin Wan Norhiyati, PR Counsellor
MAE Public Relations 4 GAIN critical updates, latest development trends
and challenges in the hospitality and leisure
2.15 Outlook, Development and industry in the country and around the region

Acquisition 4 IDENTIFY what’s hot and happening in the
n What’s the outlook for both individual and emerging markets for hotel real estate and where

organisations 4 DEVELOP and strengthen cross industry
n Who is buying partnerships and alliances for new growth
n Who is selling
n What are the rules of acquisitions 4 CAPITALISE on how the Internet and Web
Marco G Battistotti, General Manager, G Hotel 2.0 technologies can support and enhance your
and Chairman tourism and leisure growth
Malaysia Association of Hotels Penang Chapter
4 EXPLORE the opportunity of going green
3.00 AFTERNOON REFRESHMENT
4 DISCOVER and leverage on how you can
3.30 Innovative Methods of Training maintain revenue while keeping cost down

and Retaining Staff 4 APPRECIATE the strategic value of Health
n Think ‘out of the box’ for ways to retain staff Tourism and where the opportunities for new
n Motivation, promotion & incentives and growths are?

employee retention 4 ESTABLISH an effective communications
n Employee personal development and and media relations strategic plan to achieve
the maximum coverage for your hospitality and
continuous education leisure publicity and promotion
n Values, cultural fit and its impact
n Influencing factors in employee turnover and 4 UNDERSTAND and manage the importance
of establishing good, strong financing strategy
management models of labour turnover to further enhance the value of your hotel and
Stuart Pack, Chief Executive Officer, Leisure & leisure real estate
Health Tourism Division
4 SELECT the right recruitment formula for your
Golden Horse Palace HR plans and how to retain staff

4.15 Leveraging Latest Technologies 4 ESTABLISH meaningful strategies to drive
customer service excellence
in the Hospitality Industry - A Case
SPONSORSHIP and EXHIBITION OPPORTUNITIES
Study
n How to take advantage of the new This high profile event provides your company with the unique
opportunities in the world of advancing opportunity to capture the interest and influence the decisions of a
highly targeted audience. Capitalise on this ideal platform to market
technology, changing customer demands and your services and form strategic relationships through networking.
competitive differentiation Sponsorship and Exhibition options include:
n The adding value of new information and
communication technologies to the customer k Luncheon k Cocktail Reception k Documentation
n New information and communication k Table-top Display k Promotional Materials
technologies and customer relationship
Wouter G Piët For enquiries Tel: (603) 2070 3299 or Fax : (603) 2070 3369
Chief Executive Officer and Founder
E-HORS (Electronic Hotel Operations and
Reservation System)

5.00 END OF CONFERENCE

Who should attend

v Executive Senior Officials from Tourism Authorities/
Departments

v Travel Agents
v Hotels
v Airline Companies
v Representatives of Tourism Associations
v Travel Agencies
v PR and Advertising Agencies and Resort Owners

As well as:
] Hotel Management Companies ] Restaurants Owners
] Advertising and Marketing Agencies

An event for the tourism and travel industry professionals and
stakeholders who want to learn more about the latest challenges, new
developments, technology, trends and strategies and gain access to
practical and up-to-date information that they can adopt and use

Hospitality and Leisure industry sectors are highly sensitive to economic and competitive market conditions
and are capital, management, marketing, personnel, energy, maintenance, and technology intensive. Demand
and consumer expectations have continued to expand with the evolution of a global marketplace. Hospitality
and Leisure companies need to meet the challenges of today’s world market by understanding and establishing
strategies to meet consumer trends, economic conditions, technology, competition and concerns regarding
security and social responsibility.

“According to Tourism Malaysia statistics, tourist arrivals to Malaysia rose 3.9% to 12.8 million in the first seven months
of the year against 12.4 million in the previous corresponding period. For the first six months, tourist arrivals in Sabah
grew by 1.2% to 1.12 million compared with 1.11 million in 2007.”

- Source: The STAR, 30 Aug 2008 -

Building Malaysia’s competitive edge in the global tourism market must be a priority. Importantly, Malaysia
must keep pace with advances in technology, respond to climate change, respond to consumer trends and
supply a workforce that delivers service excellence. It means building on Malaysia’s strengths – its nature and
environment, its open and friendly people, indigenous culture, excellence in event and convention management,
climate, health and security. This can only be achieved by industry, government and the community working
in.

Given that the current worldwide shifts in the economy and climate are unprecedented. From global warming,
to rising energy prices, diminished tourism activity, and shifting demographics; the issues for business owners
and society as a whole are huge. By addressing these issues head on, this Conference on Hospitality
and Leisure organised by Asia Business Forum will present a hard-hitting agenda that will give you the
knowledge and tools needed to succeed in today’s business environment.

Our panel of experts from various organisations include Zerin Properties, Asian Overland Services Tours & Travel/
Frangipani Hotels & Resorts – The Frangipani Langkawi Resort, Shangri-La Hotel, Singapore, Sarawak Tourism Board,
Agon Hotels & Resorts, VirtualMalaysia.Com, MalaysiaHealthCare.com, MAE Public Relations, Penang Adventist
Hospital, G Hotel, Malaysia Association of Hotels Penang Chapter, Golden Horse Palace and many more who
will provide you with a comprehensive and well-informed update on the state of the market sectors and the
discernible trends.

The Prerequisites Necessary to face the Challenges
of Tomorrow for the Hospitality and Leisure Industry

DON’T MISS THIS GREAT OPPORTUNITY!
REGISTER YOURSELF TODAY!

Call us at (603) 2070 3299 or fax your registration to (603) 2070 3369 or email to
[email protected] to reserve your place today

Registration Form 5 easy ways to register

HOSPITALITY & LEISURE CONFERENCE Telephone: (603) 2070 3299

13-14 January 2009 Fax: complete and send this registration form
Prince Hotel and Residence, Kuala Lumpur, Malaysia
to: (603) 2070 3369
c Yes! Please register the following delegate(s) for this
Conference (Please photocopy for more delegates) Mail: this completed form together with payment to:
c I am unable to attend but please put me on your mailing list
c I am interested in Sponsorship/Exhibition Opportunities Asia Business Forum Sdn Bhd

c I wish to claim 10% discount as a member of AHTA Suite 20.05, Level 20, Wisma Goldhill, 67 Jalan Raja

Membership no.___________________________(please fax us your membership card) Chulan, 50200 Kuala Lumpur, Malaysia

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delegates registered at the same time from the same organisation
and of the same billing source.

Payment Methods
c Please cross cheque or bank draft made payable to ASIA

BUSINESS FORUM SDN BHD and mail your payment together
with this registration to Suite 20.05, Level 20, Wisma Goldhill,
67 Jalan Raja Chulan 50200 Kuala Lumpur, Malaysia.
Enclosed is our cheque/draft for RM ______________________

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Conference Venue and Accommodation Information Signature __________________Expiry Date_______/________

Prince Hotel and Residence, Kuala Lumpur, Malaysia

No.4, Jalan Conlay, 50450 Kuala Lumpur, Malaysia Important Notice: Payment is required with registration and must be received prior
to the conference to guarantee your place. Walk-in delegates with payment will only
Tel: (603) 2170 8888 Fax: (603) 2170 8999 be admitted on the basis of space availability at the conference and with immediate
full payment.
Website: www.princehotelkl.com

Attn: Room Reservation Department

For reservations, please make your bookings directly with the hotel. To Cancellations and Transfers
enjoy the special room rates, please quote Asia Business Forum’s Conference If you are unable to attend, a substitute delegate is welcomed at no
on “Hospitality & Leisure Conference”. Hotel bills are to be settled by extra charge. Please provide the name and the title of the substitute
delegates directly with the hotel. Hotel reservations and travel arrangements delegate at least 2 working days prior to the Conference. A refund
are the responsibilities of the registrant. Please note that rooms are available less RM400 administration charge will be made for cancellation
on a first-come-first-served basis. received in writing on or before 2 December 2008. Regrettably,
no refund can be made for cancellation received after this date. A
Incorrect Mailing Information complete set of documentation will however be sent to you.

It is possible that you may receive multiple mailings of this event or incorrect The organiser reserves the right to make any amendments and/or
company details on the labels, for which we apologise. If this happens, please changes to the programme, venue, speaker replacements and/or
let us know so that we can update our database immediately. If you do not topics if warranted by circumstances beyond its control.
wish to have your name on our mailing list, please let us know and we will
remove it from our listing. For official use ADMISSION FORM SENT 9523M/NO/WT
Fee Received web
IMPORTANT NOTICE: Due to the provisions of the DIRECT SALES ACT 1993, the registration form
Copyright @ October 2008
herein shall only be used by body corporate. Since Asia Business Forum Sdn Bhd is unable to accept
registration by mail from any individual, all individuals and applicants who are not body corporate and
who wish to attend are requested to register themselves at Suite 20.05, Level 20, Wisma Goldhill, 67
Jalan Raja Chulan 50200 Kuala Lumpur, Malaysia or call (603) 2070 3299 for registration procedure.