InterContinental Hotels Group has made up to 60 Australian call centre staff redundant.
Shocked employees were advised that IHG had shifted its local operations to Manila and were given the option of leaving immediately.
The mass redundancy occurred three weeks ago but has been kept under wraps by IHG, which had been planning it for some time.
In a statement, Senior VP Sales and Marketing Asia Pacific Gary Rosen (pictured left) said the Manila consolidation was part of a plan that’s been in the works for almost a decade.
IHG claimed it was “confident” the move would result in “current service levels” being exceeded.
"Creating a centralised Distribution Services and Reservation Centre to support our customers across the region is something we've been working toward for close to a decade," Rosen said.
"While global trading conditions were very different when developing this plan, current conditions have validated our long-term goal to improve customer service and engender loyalty while making the best use of the international resources at our disposal.
“The establishment of a single 24 hour service centre across Lower Asia Pacific is a considerable competitive advantage for IHG."
The Manila call centre was founded in 2003. It services Southeast Asia, India, South Pacific, Australia and New Zealand.
IHG claims to be the world’s largest hotel company. Its brands include Holiday Inn, Crowne Plaza and InterContinental.
Travel Trends: June 2, 2009
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Events
'REAL TIME - Sydney, March 30'
- When: March 30, 2012
- Where: Amora Hotel Jamison
- Program: Real Time
- Bookings: $499 + gst Early Bird
BOOK now to get the Early Bird rate for the No Vacancy accommodation industry conference in Sydney.
Real Time is the theme of No Vacancy 2012, reflecting the fact that we live in a world where everything happens now, or not at all.
In no business is this more obvious than tourism. Booking lead times are now measured in hours not days or weeks.
To succeed requires a new way of doing business, a fresh mentality and a fair amount of nerve.
The program is packed with the information you'll need to thrive in today's just-in-time world with a focus on distribution, marketing, innovation, consumers and technology.
Speakers confirmed so far include the following, and there are a few more on the way...
- Rachel Argaman, CEO, Toga Hospitality
- Dave Audley, Heading of Consulting, Experian Hitwise
- Quentin Briard, GM Australia & NZ, Club Med
- Daniel Bridges, Head of Travel, Trade Me (NZ)
- Julio Bruno, Global Vice President Sales, TripAdvisor
- James Cassidy, HomeAway.com.au
- Robbie Cooke, CEO, Wotif.com
- Will Deague, CEO, Art Series Hotels
- Dean Dransfield, Director, Dransfield Hotels and Resorts
- Bob East, CEO, Mantra Resorts
- Leah Lipman, Area Director Reveneue Management Australasia, IHG
- Simon McGrath, CEO, Accor Australia
- Bryon Merzeo, Analyst, STR Global
- Bernard O’Keefe, Group Online Marketing Manager, Hamilton Island
- Todd Parker, Founder, Parker Travel Collection
- Nikolai Pitchforth, Head of Online Travel, Google
- Brett Pointon, Founder, Oaks Hotels and Resorts
- Anton Stanish, GM, The Stayz Group
- Janet Wilson, Managing Director, Nationwide Hospitality
It'll be a great day. As usual, the focus will be on distribution, marketing, sales, innovation and technology for both hoteliers and Online Travel Agents.
Sponsors:
Returning September 17, 2012
The date has been set for TRAVELtech 2012 - Monday, September 17.
Meanwhile, thanks to everyone who attended TRAVELtech: Best of Enemies in Sydney recently.
It was a fantastic event, lots of fun with a touch of controversy.
Please check out the photographs or use this link to see great 360 degree panorama shots of the conference from Panedia.
TRAVELtech is Australia's original web travel, marketing and distribution event, featuring a compelling program, great speakers and fantastic networking.
No Vacancy Southeast Asia
Bangkok, July 2012
No Vacancy continues to evolve. After the success of No Vacancy Thailand, the 2012 event will expand to encompass Southeast Asia.
It'll still be held in Bangkok and Thailand remains central to No Vacancy's future in the region.
More news by early February. Meanwhile, some images have been posted of No Vacancy Thailand below.
The first Destination Online TNQ half-day conference has just been held in Cairns.
It was great - thanks to everyone who came and helped out.
And a message to anyone thinking about heading to TNQ, do it.
Fantastic place and you'd have to say a little under-rated right now.
SPEAKERS INCLUDED
- Richard Eastes, Director, VroomVroomVroom.com.au
- Brad Gurrie, GM Australia and SE Asia, Travelzoo
- Martin Kelly, Director, TravelTrends.biz
- Bryon Merzeo, Australian Manager, STR Global
- Christopher Northam, Area Operations Manager, Mantra Group
- Bernard O’Keefe, Group Online Marketing Manager, Hamilton Island
- Todd Parker, Managing Director, Parker Travel Collection
- Rush Pathak, Digital Manager, Tourism Tropical North Queensland
- Richard Tribe, Director, Ski.com.au
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