On behalf of Anika Malhotra:

Disaster Preparedness in the Thai Hospitality Industry

One of the deadliest natural disasters in recorded history, the 2004 Indian Ocean earthquake and tsunami, resulted in the deaths of over 230,000 people in fourteen countries and provoked worldwide humanitarian efforts which led to the donation of over USD$14B in aid. Of these fourteen countries, Thailand was one of those that were hardest hit with an estimated 8,212 death toll.

The two industries that were greatly impacted by this disaster were the fishing and tourism industries. The destruction of industrial infrastructure in coastal areas within the fishing industry had substantial impacts both on regional and national scales, affecting employment in coastal regions and foreign exchange earnings on a national level.

 

With these direct effects of the tsunami, came indirect effects within the hospitality industry. As investigations into the disaster continued, there was speculation that many of the resort hotels directly hit by the tsunami did not alert guests in a timely fashion and that staff were not well equipped to handle such situations. Moreover, regardless of whether tourist’s travel destinations were affected or not, there was a psychological concern and fear for their safety while traveling in areas of this part of the world. The hospitality industry was then hit with numerous cancellations as a result.

 

Tourist’s concerns and trip cancellations created a negative image of the hospitality industry for their lack of disaster preparedness. As the industry began to fear that this negative impact might be long lasting, many hospitality companies joined forces with humanitarian organizations to develop stronger disaster preparedness, recovery, and risk mitigating skills.

 

Addressing issues of crisis management and providing hospitality employees with the necessary skills involved gives these companies a competitive advantage. The first step in these efforts is focused on pre-crisis communication. The thought here is that communicating more effectively and implementing solutions for these situations will help rebuild trust and credibility from the public’s perspective.

 

Rather than a focus on maximizing profits for shareholders, there has been an increased focus on corporate social responsibility (CSR) within the hospitality industry. Although brand reputation and financial factors still play a major role in the decision making process for tourists and potential employees, they are looking more for companies who contribute to more wide-ranging societal goals. These CSR contributions are often in the form of cash donations, work force initiatives, partnerships with NGO’s, and by providing shelter and evacuation. The top 3 hotel companies in the industry that are most contributing to this reform are Hilton, Marriott, and Accor.

 

The Ministry of Public Health in Thailand, The International Federation of Red Cross and Societies, and other NGO’s, as well as those in the Thai private sector formed partnerships with these hospitality companies to train employees and provide assistance and funding in these efforts to rebuild the economy in Thailand. The Tsunami Victim Relief Center was also founded days after the tsunami to help in mobilization efforts. The Royal Thai Government (RTG) has also been greatly praised for their role in providing support to the affected communities. The United Nations Country Team along with bilateral development agencies worked with the RTG to address issues and challenges in the rebuilding effort.

 

The efforts of these organizations in collaboration with hotel companies and educational efforts proved to help tremendously towards rebuilding the hospitality industry in Thailand. Below can be found the Tourism and Earnings Growth in Thailand chart as of one year after the tsunami (2005):

The above chart proves that not even fully into 2005, in Q2, there was shown a significant positive change in the percentage of tourism earnings in one year from

-6.2 to +4.4 in growth.

 

The monsoon season in Thailand in 2011 was a period in which was demonstrated how far humanitarian aid efforts and disaster preparedness have improved since the tsunami disaster in 2004. As a result of the storms during this time, flooding began to spread throughout the Northern, Northeastern, and Central areas of Thailand. These floods resulted in the deaths of 815 people, with a total of 13.6 million people having been affected by the same. The Tourism Authority of Thailand (TAT) projected a combined loss of USD$825M as a result of reduced international and national tourism, with people having cancelled their trips to the region.

 

Hotels in and around the affected areas in Thailand began to take measures to ensure the safety of their guests, and help with the relief efforts of the surrounding community. The Mandarin Oriental in Bangkok organized a thorough workshop for more than 1,000 of its staff members to drill them in how to manage the flood situation. The Shangri-La Hotel also took precautionary measures during this time by placing sandbags outside of the property in an effort to prevent water from flowing into the property and by storing enough food and medical supplies for their guests and staff to last three days in the case of an emergency situation.

More major hotel companies are doing their part to help with disaster relief in other ways:

 

a)    Marriott International converts points donated by guests into cash for contribution to the IFRC Disaster Relief Emergency Fund.

b)    Hyatt has developed a volunteer outreach program, Hyatt F.O.R.C.E- allowing for employees to provide local and worldwide support on company paid time.

c)     Hilton Honors has implemented a charity titled “Blanket them With Love” to help with the after effects of the 2011 floods in Thailand. “The project will provide 1) immediate relief to victims by giving emergency life packs (includes food and other daily necessities) to evacuees, 2) 700 financially needy families affected by the coming 4 months of cold weather with blankets, so that the most vulnerable targets like young children and elderly will be protected from diseases associated with the cold climate. 3) Help to at least 10 affected homes with repairs after the floods, so that the family go back to safe shelters.”

d)    AirAsiaGo had absorbed the cost of credit card transaction fees on their website for one month from October-November 2011. In addition to this, they worked with local hotels in Bangkok to provide discounts to travelers.

e)    As part of their CSR initiative, Hilton Pattaya donated 100,000 baht to the Rotary Club of Taksin Pattaya to help with relief and rehabilitation projects for the aid of those affected by the floods in Thailand.

In order to help with the rebuilding efforts after the floods, the Thailand Convention and Exhibition Bureau (TCEB) has implemented a communication center that will keep event organizers updated as to the status of their future events, one such event being the annual Royal Flora Expo.

 

It is made evident to us that the efforts made for disaster preparedness by the hospitality industry in Thailand and throughout the world will help in reducing financial and emotional burdens of many of those affected by such natural disasters as the 2004 tsunami and 2011 floods. Whether it is by partnering with NGO’s or companies within the private sector to help provide employees and their families the skills needed to help mitigate the outcome of such disasters, by providing direct financial support, by sending its employees on volunteer efforts within the community or worldwide, or by providing food and shelter to those affected, the hospitality industry in Thailand is helping to rebuild security and lessen the fears of travelers worldwide.

 

 

Post by Swati Srivastava:

Hello, most of you are already here in Bangkok and enjoying the flavors of Bangkok. So in continuation to Deepi’s blog here are few other interesting places to visit around the Bangkok:

 

Hua Hin: Hua Hin is a beautiful beach destination close to Bangkok, in the district of Petchaburi province. The distance between Bangkok and Hua Hin is about 144.32 kilometers (89.68 miles). One can reach Hua Hin by air or road. By Taxi it takes about 2 to 3 hours to reach Hua Hin. The island has some beautiful pristine beaches, caves and waterfalls. It is a quite preferred destination for families. Hua Hin has some very premier beach resorts, world-class golf courses, finest seafood restaurants, Buddhist temples, beaches offering water sports and really good massage parlors. Some of the other major attractions of Hua Hin are Royal Palace, Night Market and National Park. While I was researching on historic significance of this popular site I learned that Hua Hin Hotel Siam was the first luxury hotel in the town! Do not miss visiting Hua Hin Train Station, it is located near the city centre and was built during the reign of King Rama VI. Originally the train station was a popular transportation used by the European expatriates from Penang and Singapore to visit Hua Hin for a beach holiday. Hua Hin Train Station was also ranked number eight in Newsweek’s 2009  ‘Best Station. Here are some pictures of the mesmerizing Hua Hin

Koh Samui: Koh Samui is 477 kilometers (296 miles) away from Bangkok. It is one of the unique most island in Thailand which is on top list of the tourists as well as business (MICE) travelers. Some of the best luxury resorts and villas are nestled on this beautiful island. The Northern coast of Koh Samui is famous for Big Buddha shrine. Some major attractions in Koh Samui are Namuang waterfall, Ladyboy cabre shows, Mummy Monk, Samui aquarium with tiger show and National Marine Park.

Suan Phung: Suan Pheung is 129 kilometers (80 miles) from Bangkok. This popular destination is famous for picturesque mountains and Mediterranean themed resorts. Some of the major attractions are Pong Yoop, Local Museum, Sirikit Forest Garden and Hot Spring. Suan Phung is a weekend and a daytime destination so does not expect any nightlife there as found in some other destinations.

Kanchanaburi: Kachanaburi is relatively a modern province and located where river Kwai Yai and river Kwai Noi merge. Kanchanaburi is about 111 Kilometers (69 miles) from Bangkok. One can reach there by bus train or taxi. The Thai-Burma Death Railway is an iconic legacy and its history dates back to World War II. Kanchanaburi houses seven national parks, Beautiful and Thailand’s best waterfalls, Hidden caves and all this underscored by blissful river backdrop.

The best time to visit the city is from November to February, when it a little colder as compared to other months. Some other a must visit attractions are: Sai Yok National Park, Prasat Muang Singh Historical Park and Wat Tham Sua.

Koh Chang: Koh Chang famous for its emerald colored ocean, white sandy beaches is 280 kilometers (174 miles) from Bangkok. One can reach there by train or ferry. It is the second largest island of Thailand and is surrounded by waterfalls and rainforest. The water surrounding the island is ideal for scuba diving and a lot of colorful corals can be found there. Koh Chang has a rich nightlife culture with a plenty of beach cafes, pubs, restaurants and clubs. Some of things to do in Koh Chang are: Bird watching, Boat trips, Elephant riding and trekking.

Posted on behalf of Sam

Specialist clinics –

Thailand features a wide variety of medical clinics that specialize in nearly every form of medical treatment. Whether you are looking for cosmetic treatments, dental work, dermatology or anti-aging treatments, Thailand has numerous clinics located throughout the kingdom that feature state-of-the-art facilities and highly trained medical professionals that are ready to assist you with all of your medical needs.

Ancillary and wellness oriented business in Thailand –

Medical spas –

The ‘Medical Spa’ is a health, relaxation and rehabilitation centre which can help conditions from rheumatism, disc prolapse, to circulatory and nervous system problems, and the specialized clinics they have become have been developed in Thailand to the highest possible standards of care and attention to help visitors improve their health. Combining a holiday with a form of health treatment is the perfect way to recover health and wellbeing and to rejuvenate, invigorate and heal. Luxury spas and wellness retreats in Thailand were established for both health and deep relaxation and range from exclusive retreats happily accommodating global celebrities to beachside resorts that give yoga instruction overlooking the sea.

Thai culture has a longstanding tradition of massage and wellness techniques, and Thai massage is a centuries old practice that is based on stimulating the flow of life force through the body via sib sen, or energy lines. Consequently, there are a number of opportunities in Thailand to visit a day spa in order to briefly experience Thai massage, or you can check yourself into a world-famous medical spa and wellness retreat for a holiday-long treatment package, including meals or fasting, and holistic or Ayurvedic treatments designed especially for you.

From Bangkok to Chiang Mai, as well as on the islands of Phuket and Samui, you will find inclusive medical spa resorts and wellness retreats that fuse Thai massage and other eastern practices, like meditation, with western medical techniques to provide a variety of treatments for either relaxation or rehabilitation in an environment filled with ornate décor and impeccable service. Luxury spas and wellness retreats in Thailand have been established for both health and pampering, and range from exclusive retreats designed for global celebrities to beachside resorts that give yoga instruction overlooking the sea and communal beachside dinners.
Holistic Spas –

The range of options is uncountable and from Bangkok to HuaHin to Chiang Mai, as well as on the islands of Phuket and Samui, you will find inclusive medical spa resorts and wellness retreats that fuse Thai massage and meditation with western medical techniques to provide treatments for either relaxation or rehabilitation in a beautiful, restful environment where impeccable Thai service is of course taken for granted.

Luxury spas and wellness retreats in Thailand have been established for both health and deep relaxation, and these range from exclusive retreats happily accommodating global celebrities to beachside resorts that give yoga instruction overlooking the sea.

Holistic Health Resorts in Thailand is a safe haven destination for health and wellness programs. They offer an opportunity to improve your emotional, spiritual and physical wellbeing as well as your lifestyle. Their treatments are considered healthy and not harmful nor toxic. It will guide you to develop healthy habits with wellness programs like meditation, fitness, weight control, massage, acupuncture, detoxification and solution for stress.

 

Wellness Spas and Thai Massages –

Doctors are teaming up with spas to offer high-tech treatments and the latest in health and beauty, and the result is something called the “Wellness Center”, or “Holistic Health Center”. Guests experience the benefit of having a place to go where everyone is working together on his or her behalf to keep them looking and feeling their best naturally. The practitioners at these centers get to know you and your specific needs to ensure you receive the maximum benefit from their expert treatments.

In a perfectly relaxing environment, doctors, health experts and their trained staff create a relaxing and soothing atmosphere where they enlighten guests about all of the available treatment options, and then customize a program to address their specific needs to achieve long-term wellness and sustained beauty using meditation, massage, oils, colon baths and healthful diets. Retreats offer programs guests can start or choose to go for any duration, and they invariably offer a range of programs to address different goals. Whether it is detox, weight management, yoga practice, fitness or dealing with stress, programs can be customized to individual needs.

Other medical Providers –

In addition to medical facilities designed to provide inpatient and outpatient medical treatments, there are a number of other medical services that are available in Thailand. Additional Thai medical services include nursing home facilities, private nurses, ambulance services and medical patient escorts for those with limited mobility or those unaccustomed to travel overseas.

 

Allied industries benefitting from Medical Tourism –

Travel and Hospitality providers –

Hotels –

Thailand features a wide range of hotel options, from simple budget hotels in Chiang Mai to luxurious five-star resorts in Samui. No matter what your budget or needs, there are many different Thai resorts and spas that are likely to meet or exceed your expectations. Thailand’s beach resorts often feature luxury spas, and there are specialized spa resorts that cater to those specifically looking for pampering and relaxation. Thailand also features numerous boutique hotels and design hotels that are as stylish as they are comfortable. In fact, numerous Thai boutique hotels have won international acclaim for both design and service.
Many of Thailand’s hotels incorporate aspects of Thai culture in their design; nearly all provide Thailand’s “Land of Smiles” hospitality. If you are looking for a Thai hotel that is conveniently located near a medical facility or features particular facilities or services, our comprehensive listing of hotels in Bangkok, Phuket, Chiang Mai, Samui, HuaHin, Pattaya, and many other Thai destinations will help you find the accommodation that best meets your travel needs.

Serviced apartments –

Serviced apartments are a logical choice for the patients wishing to spend more time in Thailand relative to the treatments. Various service apartment options are available and they are tied with the hotels.

 

Restaurant options –

Thai food is one of the most popular cuisines in the world, and Thais love to eat; in fact, Thai restaurants, street stalls and pubs are more than simply places to eat, they are places for people to get together and enjoy each other’s company as well as dine on some incredibly tasty Thai dishes. Eating in Thailand is an attraction in its own right!

In addition to Thai restaurants serving affordable and delicious Thai food, Thailand features numerous foreign eateries that serve authentic European, Middle Eastern and other Asian cuisines. Bangkok offers the greatest selection of authentic foreign restaurants, though tourist destinations, including Phuket, Samui, Phuket, Chiang Mai and Pattaya, have a wide selection of dining options for visitors and expatriates from nearly every region on earth.

 

(The hotels and apartments are categorized searches for star rating, area, and destination. They are most likely referral sites and could also have a marketing revenue model attached to it.)

 

Limousine and car rental services in Thailand –

There are a number of custom limousine services that provide professional drivers and a selection of vehicles for your convenience, comfort and safety. In addition to airport transfer and transportation service from your hotel to your chosen medical facility, services can be tailored to your every need, including sightseeing, corporate transport, shopping tours and even golfing excursions. When flying to Bangkok, limousines are available at the “Limousine Service Counter” on the Arrivals level: 2nd floor of Suvarnabhumi International Airport. There are also numerous limousine providers located throughout the kingdom, including Chiang Mai, Pattaya, Phuket and KohSamui.

“Thai rent a car” service is one of the most popular car rental service in Thailand.

 

Packages and promotions –

Various health care providers such as clinics and Wellness spas promote packages to attract the medical tourists. These packages could range from 10 to 20% discount on the regular treatment fees. Wellness, cosmetic, dental and Eye care clinics feature prominently among the service providers.

 

Website –

The growing importance and reliance of Thai Government on medical tourism was demonstrated by Tourism Authority of Thailand (TAT) launching a new medical tourism website designed to drive in organized arrivals (tourists) flocking into the country to avail of the medical treatments. The website provides information related to surgical procedures, health service providers, Packages & Promotions, and destinations within Thailand one could visit for medical treatments. The launching of the site was a major step towards promoting Medical tourism in Thailand.

www.thailandmedtourism.com is the official website for medical Tourism in Thailand by the TAT. The site provides healthcare information for international patients travelling to Thailand for medical treatment.

 

Pros:

Here are the main reasons why multitudes of foreigners seek medical treatment in Thailand.

Low cost of medical treatments

The treatment costs in Thailand amount to only a fraction to that of their counterparts in most Western countries. The prices for treatment are usually between 20-50% lower than that of an equivalent treatment in the West. This low cost leaves the medical tourist a budget for recuperation and even recreation.

High quality healthcare services

In recent years, Thailand’s private sector has established a growing number of medical facilities that can be compared side by side with leading hospitals worldwide. The country has over 30 hospitals that cater to medical tourists, as well as numerous dental and cosmetic clinics and other medical and alternative medicine centers. Hospitals in Thailand that have the JCI accreditation amount to 8, and all hospitals in Thailand are licensed by the country’s Ministry of Public Health. Physicians in Thailand are also highly educated and trained. Many of them hold professional certifications obtained in the US and/or Europe. In Bumrungrad for example, approximately 200 doctors are US board certified and 400 were trained in Western hospitals (5).

Highly developed tourism infrastructure

Thailand is among the top holiday destinations in the world, being a paradise of inviting beaches and nature’s best scenes. The country has a rich culture with a splendid cuisine, and people are friendly and accommodating to foreigners. If it were not for the integration of these tourism strengths to the medical service sector, the status of Thailand’s medical tourism would not be so well developed. Being a major tourist destination, service is one of the top factors that contributed to the industry’s success. Thai people strive to give their best in rendering services to their country’s visitors. Whereas, foreigners are glad to receive the same quality of service be it in the hotel or in the hospital.

Cons:

Lack of primary healthcare system

Despite the fact that many doctors in Thailand have studied and received training in the US or UK, most of them are specialists. Unfortunately, the healthcare system of Thailand relies heavily on specialized medicine. This means that common minor ailments or several medical problems all at once, are hard for a specialist to pinpoint. If an underlying symptom is unknown, general medicine or internists would be the best option.

Some doctors are employed part time

There are doctors in Thailand, including physicians and surgeons in different specialties, who work under various hospitals. They tend to juggle schedules between different hospitals all over Thailand, sometimes even having their own private clinical services somewhere. When choosing a doctor or surgeon, make sure you know their schedule in advance, and demand to get the attention you need before paying the money. Comparatively though, doctors and medical staff in Thailand are much more attentive than doctors in the West.

Lack of emergency transport facilities

While most hospitals have ambulatory services, there is still a lack of transport in case of emergency ‘call outs’. This specifically refers to air transport, as alternative to land transport in cases of heavy traffic or immediacy of need.

 

Industry, Competition and Future –

In general, the demand for healthcare correlates with the growth of GDP and the aging of the population. From time to time, issues such as domestic political unrest and global as well as domestic economic downturns can affect the growth in consumption of private healthcare. With supply of private healthcare facilities in Thailand* in excess of domestic demand, the Competition for Thai patients remains intense.

 (According to the latest available data provided by publications, there are close to 400 private hospitals upward of 36,000 beds in Thailand, of which more than 100 hospitals and upward of 16,000 beds are in Bangkok alone.)

 

While the global medical tourism industry is expected to see continued growth, the company believes that most international demand will arise from patients living within an 8 hour flight of Bangkok. Thailand’s regional competitors are hospitals in countries such as Singapore, Malaysia and India. Private hospitals in Thailand have a competitive advantage compared to many other countries, as Thailand has a unique combination of high quality healthcare, accessibility and affordability, coupled with Thailand being a popular tourist destination with a good supporting infrastructure. Within Thailand itself, there are a limited number of private hospitals that have the broad range of specialties and subspecialties, technology and quality of patient care on a single campus, as offered by the Company.

Risk factors–

Political and macroeconomic factors –

In the past year, Thailand’s tourism industry was affected by political unrest, particularly in the second quarter. Other external factors affecting the industry from time to time include global and domestic economic downturns and contractions in activity caused by incidents such as flu pandemics. Although medical tourism is not as easily affected as the typical tourism industry as there is often an established relationship between patients and the hospital and physicians, these events could cause a postponement or a reduction in the number of patients traveling to Thailand, and could in turn affect revenues from international patients.

Intensified competition in the premium healthcare sector

As private hospitals in Thailand and the region continue to develop, competition in the private healthcare sector continues to intensify the risk of losing clients to competitors is a potent threat all the time.

 

Shortage of professional staff

The hospital business requires personnel including nurses, pharmacists and various technicians, with specific technical expertise and knowledge. A shortage of these professionals is partially due to the increasing demand from both the private and public sectors. Given the importance of its international client base, the Company also requires multi-lingual professionals.

Its just 7 days for the Master class and I know that all of us are super excited.. It’ll be great to be back together as a class again…. I personally plan to be in Bangkok by Saturday and am keen to take a short trip to someplace close to the city..

Having Eddie as my internship buddy proved to be super-beneficial… as not only was he awesome to work with but I also got some really great tips about Bangkok!

If you have some time either before or after the master class here is a list of few places that would be worth visiting closer to Bangkok; (listed by the approx travelling time from Bangkok)

Ayutthaya – 42 mins     Amphawa – 1.5 hrs     Pattaya – 2hrs    Ratchaburi – 2 hrs     Rayong –2 hrs

 

Ayutthaya – Ancient capital city of Thailand and is on the UNESCO World Heritage list. Great place to visit if you like old temples and biking.. The city was destroyed by Burmese invaders and the ruins are relatively close to each other.. the city holds a lot of history in it!

Most blogs and websites pitch it as a great alternative to Sukhothai; which is 7 hours away and is also famous for it ruins..

 

Amphawa – the famous floating market of Thailand… Apart from eating awesome food and bargain hunting for souvenirs and artsy-crafty stuff you can also look forward to enjoy the museum of Thai desserts, take a long-tail boat tour and visit the Wat Bang Kung (mysterious-looking chapel covered by giant Bhodi trees)

 

Pattaya – probably the most popular destination outside Bangkok.. Notorious for its night-time attractions! However the city is trying hard to slowly move away from its “image” and reinventing itself as a family-oriented destination. The “Walking Street” is quite famous as are its beaches that offer water activities to keep one busy.. Also you can visit the Ripley’s museum if you have time to kill!!

Ratchaburi – a must visit destination for first time visitors’ to Thailand, a much more touristy equivalent to Amphawa; Ratchaburi is famous for its floating market (am sure you saw that coming!)

Although besides Damnoen Saduak (the floating market), a trip to Ratchaburi means going back to nature. Ridden with bat caves, mountain ranges, waterfalls and natural hot springs, the city offers a host of opportunities for exploration and sightseeing. Suan Pheung, a sleepy border town with a beautiful mountainscape and a handful of Mediterranean-inspired destination resorts, has sprung up on the tourist map as a place in which to get away from it all.

 

Rayong –  Think of picture perfect beaches, breathtaking panoramas of pristine forests and awesome seafood… Well that’s what Rayong has instore for you and more. Apart from 5 awesome beaches the inland is peppered with fruit orchards, forest temples, scenic waterfalls and the lush forest of Khao Chamao National Park.

 

In the next blog on the same topic Swati will cover some more cities..

 

 

If any of these places interest you – let me know and I can help you with more details.. (ofcourse my main sources of information will still be Donn, Lali, Eddie and the Lonely Planet!!)