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Asia Pacific Hospitality, Tourism and Leisure Practice

Hospitality, Tourism
& Leisure Practice
Asia-Pacific




  Experis | Tuesday, November 15, 2011                                                    1
Asia Pacific Hospitality, Tourism and Leisure Practice




About Experis

•     Experis is the global leader in Professional Talent Resourcing for mid level
      to senior level recruitment, providing clients with the professional talent they
      need to grow their business.
•     We specialize in hospitality, tourism and leisure talent search and solutions
      for critical initiatives to help clients accelerate their growth - on-site, off-site
      or offshore. Our 2010 revenue is US$2 billion globally through our search
      and executive talent services.
•     Combining our deep industry knowledge and an unmatched understanding
      of human potential, we are uniquely positioned to offer compelling
      propositions to solve the human capital challenges faced by our clients.
•     Part of the ManpowerGroup - the world leader in innovative workforce
      solutions, connecting human potential to the ambition of business.
•     We operate a worldwide network of offices in over 80 countries and
      territories.


Experis | Tuesday, November 15, 2011                                                                              2
Asia Pacific Hospitality, Tourism and Leisure Practice




About ManpowerGroup

•     A world leader in innovative workforce solutions (NYSE: MAN)
•     Established in 1948 in Milwaukee, Wisconsin, USA
•     US$19 billion revenue company
•     400,000 clients worldwide
•     Nearly 3,900 offices in over 80 countries and territories
•     30,000 employees worldwide
•     Approx. 3.5 million placed into permanent and temporary positions in 2010
•     Nearly 70,000 people placed into permanent
      positions every year
         – Over 3.3 million placed into temporary positions
         – Over 27,000 transitioned to a new job with assistance from Right Management’s
           outplacement services
•     Leaders in managing specialist recruitment to large scale RPO projects
•     Largest global RPO provider

Experis | Tuesday, November 15, 2011                                                                              3
Asia Pacific Hospitality, Tourism and Leisure Practice




About ManpowerGroup (cont’d)

We power the world of work through innovative workforce solutions.




Experis | Tuesday, November 15, 2011                                                                    4
Asia Pacific Hospitality, Tourism and Leisure Practice




Recognition and Awards

•     World’s Most Ethical Companies – Named to the 2011
      Ethisphere Institute’s list
•     Named the No. 1 Most Admired Company in the staffing
      industry by Fortune magazine in 2011 for 9th successive year
•     Fortune 500 – Ranked 138th in the U.S. by Fortune magazine
•     Forbes Global 2000 – Ranked 1479th in 2011 among the
      largest public companies in the world
•     Named to the FTSE4Good Index Series for 4th consecutive
      year in 2011, the Dow Jones Sustainability Index for 3rd
      year running and Newsweek’s list of the Greenest Big
      Companies in America for 2nd year
•     America’s most successful companies – Ranked by
      Institutional Investor magazine in 2011



Experis | Tuesday, November 15, 2011                                                                       5
Asia Pacific Hospitality, Tourism and Leisure Practice




Recognition and Awards (cont’d)

•     Chairman & CEO, Jeff Joerres, was named Institutional
      Investor magazine’s top-performing sell-side CEO and
      CFO, Mike Van Handel, was named the top-performing
      CFO
•     The Most Powerful Person in Staffing – Chairman &
      CEO, Jeff Joerres, was named by the Staffing Industry
      Review magazine in 2010
•     Global 50 Most Powerful Women – President of S.
      Europe, Francoise Gri, was ranked by Fortune magazine
      for the 7th consecutive year in 2010
•     Recognized in 2010/11 as a Caring Company by the
      HKCSS for 8th consecutive year
•     Excellent Brand of Human Resources Consultancy –
      Awarded under the HK Leaders’ Choice Awards 2009
      and 2011

Experis | Tuesday, November 15, 2011                                                                     6
Asia Pacific Hospitality, Tourism and Leisure Practice




About ManpowerGroup Asia Pacific

                                                     Locations        Year of Establishment

                                                     Australia                         1965
                                                     Japan                             1966
                                                     New Zealand                       1996
                                       Philippines   Singapore                         1996
                                                     Hong Kong                         1997
                                                     Taiwan                            1997
                                                     Malaysia                          1997
                                                     Thailand                          1998
                                                     Korea                             1999
                                                     Philippines                       2000
                                                     PRC                               2000
                                                     India                             2000
                                                     Vietnam                           2007
                                                     Macau                             2007



Experis | Tuesday, November 15, 2011                                                                          7
Asia Pacific Hospitality, Tourism and Leisure Practice




Specialist Recruitment
Hospitality, Tourism and Leisure
•     Network of industry-specialist consultants in key locations throughout Asia-
      Pacific
•     Leverage regional and global databases and networks to identify key
      passive and active candidates
•     Partner with organizations and provide advice to build/enhance quality
      teams
•     Working with a diverse portfolio of clients including
      hotel management companies, restaurant chains,
      private clubs, property developers, airlines, and
      MICE organizers in Asia-Pacific, Greater China
      and the Middle East
•     Focused on mid-senior management roles
      in Hotel Management, F&B, Culinary, Finance,
      Technology, HR & Training, MICE, and Gaming


Experis | Tuesday, November 15, 2011                                                                         8
Asia Pacific Hospitality, Tourism and Leisure Practice




Integrated Solutions
Hospitality, Tourism and Leisure
•     Collaborate with ManpowerGroup divisions, to offer
      comprehensive talent attraction and recruitment solutions
•     Proven capability in delivering cost effective and
      geographically integrated solution to bulk recruitment
•     Specialists in developing technology based solutions to
      streamline the recruitment process
•     Provide a full spectrum of scalable HR services including
      screening, assessment, psychometric testing, reference
      checking, offer management, and on boarding
•     Collaborate with our subsidiary company, Right
      Management, we offer a wide range of development
      solutions for training, re-training, up-skilling, multi-skilling
      and organizational effectiveness



Experis | Tuesday, November 15, 2011                                                                               9
Asia Pacific Hospitality, Tourism and Leisure Practice




Exemplary Execution
Hospitality, Tourism and Leisure

A selection of recent positions successfully completed:
•     VP Asset Management – US Listed Hotel Developer
      Hong Kong
•     VP of Food & Beverage – Hotel Management Company
      Bangkok
•     VP Human Resources – Integrated Gaming Resort
      Macau
•     VP Development & Acquisitions – Global Hospitality Group
      Shanghai
•     EAM of Food & Beverage – 5 Star City Hotel
      Singapore
•     Director of Finance – 5 Star City Hotel
      Tokyo

Experis | Tuesday, November 15, 2011                                                                             10
Asia Pacific Hospitality, Tourism and Leisure Practice




Case Study
Leading National Tourism Office
•     Experis was selected to perform a retained search assignment by a leading
      Asian national tourism office to identify and appoint a Director for their North
      American operations.
•     As a governmental organization, a sealed tender was submitted, and
      Experis was selected against 8 other retained search firms.
•     The client wanted the search managed through Hong Kong, however they
      were only focused on candidates in the Greater Los Angeles area. The lead
      consultant in Hong Kong worked with a team in our Los Angeles office to
      successfully identify and prepare a shortlist of 12 senior candidates for the
      client.
•     Within 3 months after being retained, the client had identified a suitable
      candidate through Experis for the role, which had been vacant for almost a
      year, and which two previous prominent retained search firms had been
      unsuccessful in their search.


Experis | Tuesday, November 15, 2011                                                                          11
Asia Pacific Hospitality, Tourism and Leisure Practice




Case Study
Leading Leisure and Lifestyle Developer in Hong Kong
•     After a year spent unsuccessfully searching for a Certified Marina Manager
      (CMM) for their high-profile private marina club in Hong Kong, our client
      engaged Experis to recruit for this highly-specialized position
•     Consultants in Hong Kong, Singapore, Thailand and Australia were
      engaged to map out potential passive candidates according to a strict
      criteria proposed by the client
•     The lead consultant personally travelled to various Asian
      locations to identify and attract the strongest candidates
•     Within 5 weeks of taking the assignment, a candidate
      was successfully placed in this position which was
      responsible for a 200+ berth marina with annual
      turnover of over US$15 Million




Experis | Tuesday, November 15, 2011                                                                       12
Asia Pacific Hospitality, Tourism and Leisure Practice




Case Study
Financial Controller in Thailand for Leading Luxury Hotel Group
•     A prominent global luxury hotel group which operates one of the most
      renowned hotels in Thailand appointed Experis to perform an extremely
      discrete search for a Financial Controller
•     As the current incumbent had a very wide network amongst the industry, it
      was absolutely critical to maintain the client’s anonymity
•     The search was spearheaded by a Hong Kong
      based consultant with a strong knowledge of the
      Thai hospitality
      industry, and a passive search was conducted not only
      within the hospitality sector, buy also within the Big4,
      leveraging Experis’ unique expertise in both sectors.
•     Within 2 months, a candidate with a Big4 background
      and over 12 years of hospitality experience was placed
      successfully with the client


Experis | Tuesday, November 15, 2011                                                                       13
Asia Pacific Hospitality, Tourism and Leisure Practice




Case Study
Growing F&B Management Company in China
•     F&B operator with 9 existing locations throughout Greater China were
      embarking on a major expansion, and approached Experis after internal
      methods to recruit key team members were unsuccessful
•     A candidate attraction program was developed and launched in China,
      Hong Kong, Singapore, and Malaysia incorporating a mix of online & print
      advertising, viral networking, and passive candidate search
•     Experis was able to successfully recruit Executive Chefs,
      General Managers, and other key operational talent to drive
      the company expansion within the agreed time-frames
•     As a direct result of this engagement, the client was able to
      successfully launch 3 new locations which were previously
      delayed due to the lack of management talent, and still has
      a strong talent pipeline for future expansion



Experis | Tuesday, November 15, 2011                                                                      14
Asia Pacific Hospitality, Tourism and Leisure Practice




Case Study
Leading Mainland Chinese Aviation Conglomerate
•     Retained by one of the largest aviation holding groups in Mainland China to
      assist in the recruitment of over 10 senior level executives (C-suite to
      Regional Directors) to spearhead new business initiatives within the group.
•     Spearheaded a global search with over 80 high-level candidates presented
      to the client for consideration within a 2 month period.
•     Assisted the client in their hiring process by sharing best practices, salary
      and benefits benchmarking, and relevant labor laws and regulations across
      various jurisdictions in which they were planning to base senior executives.
•     Provided completed offer management and on boarding services to
      selected candidates, and also managed international payroll services.
•     The client has since been able to attract very experienced and established
      leaders in the aviation community to the group and are successfully
      launching new divisions globally.



Experis | Tuesday, November 15, 2011                                                                         15
Asia Pacific Hospitality, Tourism and Leisure Practice




Experis : A Business Partner

•     Single point of contact in client service and delivery throughout the Asia-
      Pacific Region
•     Subject matter consulting expertise and experience
•     Extensive reach and capabilities to source passive talent throughout the
      Asia region and globally
•     Regional resources to support local implementation
•     Bespoke custom solution with integrated processes to sync with internal
      procedures
•     Share risk/reward




Experis | Tuesday, November 15, 2011                                                                          16
Asia Pacific Hospitality, Tourism and Leisure Practice




Ian Strutton
Director
                                       Ian possesses more than 20 years experience within recruitment and
                                       human capital management gained from senior leadership roles in
                                       consulting and business management. Since developing his career in
                                       London, Ian has worked in Asia for the past 14 years where he has gained
                                       valuable regional experience and knowledge recruiting in the Hong Kong,
                                       Tokyo, Singaporean, Korean and Malaysian markets. Ian offers
                                       considerable experience and expertise recruiting senior professionals
                                       across industry and functionally. As Director, Ian is responsible for the
                                       overall growth and development of Experis.

                                       Contact Details:
                                       E: ian.strutton@experis.com.hk
                                       T: +852 3656 9688




Experis | Tuesday, November 15, 2011                                                                                                 17
Asia Pacific Hospitality, Tourism and Leisure Practice




Paul Hotchan
Head of Hospitality, Tourism, Leisure and Retail
                                       With over 12 years experience in the hospitality industry in Europe, the Middle
                                       East, China & Hong Kong, Paul joined ManpowerGroup in 2007 to spearhead the
                                       Hospitality, Tourism, Leisure, & Luxury Retail practices for Asia-Pacific, encompassing
                                       Australasia, South-East Asia, Japan, India and Greater China.

                                       With an extensive background in Operations, Food & Beverage, and Human
                                       Resources, Paul is able to leverage his experience and network to provide a diverse
                                       portfolio of clients with integrated solutions to the HR challenges they face. In addition to
                                       specialist recruitment, Paul has been involved in numerous pre-opening projects, and is
                                       able to work together with brand owners and operators to develop talent attraction and
                                       recruitment strategies which help our clients win in the changing world of work.

                                       Paul is a certified ISO Auditor and has a post graduate degree from Macquarie Graduate
                                       School of Management in Sydney, Australia. He is regularly invited to speak at corporate
                                       events, chamber functions and in university settings and has been quoted extensively in
                                       the press.

                                       Contact Details:
                                       E: paul.hotchan@experis.com.hk
                                       T: +852 3656 9683




Experis | Tuesday, November 15, 2011                                                                                                             18

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Experis Hospitality, Tourism & Leisure Presentation

  • 1. Asia Pacific Hospitality, Tourism and Leisure Practice Hospitality, Tourism & Leisure Practice Asia-Pacific Experis | Tuesday, November 15, 2011 1
  • 2. Asia Pacific Hospitality, Tourism and Leisure Practice About Experis • Experis is the global leader in Professional Talent Resourcing for mid level to senior level recruitment, providing clients with the professional talent they need to grow their business. • We specialize in hospitality, tourism and leisure talent search and solutions for critical initiatives to help clients accelerate their growth - on-site, off-site or offshore. Our 2010 revenue is US$2 billion globally through our search and executive talent services. • Combining our deep industry knowledge and an unmatched understanding of human potential, we are uniquely positioned to offer compelling propositions to solve the human capital challenges faced by our clients. • Part of the ManpowerGroup - the world leader in innovative workforce solutions, connecting human potential to the ambition of business. • We operate a worldwide network of offices in over 80 countries and territories. Experis | Tuesday, November 15, 2011 2
  • 3. Asia Pacific Hospitality, Tourism and Leisure Practice About ManpowerGroup • A world leader in innovative workforce solutions (NYSE: MAN) • Established in 1948 in Milwaukee, Wisconsin, USA • US$19 billion revenue company • 400,000 clients worldwide • Nearly 3,900 offices in over 80 countries and territories • 30,000 employees worldwide • Approx. 3.5 million placed into permanent and temporary positions in 2010 • Nearly 70,000 people placed into permanent positions every year – Over 3.3 million placed into temporary positions – Over 27,000 transitioned to a new job with assistance from Right Management’s outplacement services • Leaders in managing specialist recruitment to large scale RPO projects • Largest global RPO provider Experis | Tuesday, November 15, 2011 3
  • 4. Asia Pacific Hospitality, Tourism and Leisure Practice About ManpowerGroup (cont’d) We power the world of work through innovative workforce solutions. Experis | Tuesday, November 15, 2011 4
  • 5. Asia Pacific Hospitality, Tourism and Leisure Practice Recognition and Awards • World’s Most Ethical Companies – Named to the 2011 Ethisphere Institute’s list • Named the No. 1 Most Admired Company in the staffing industry by Fortune magazine in 2011 for 9th successive year • Fortune 500 – Ranked 138th in the U.S. by Fortune magazine • Forbes Global 2000 – Ranked 1479th in 2011 among the largest public companies in the world • Named to the FTSE4Good Index Series for 4th consecutive year in 2011, the Dow Jones Sustainability Index for 3rd year running and Newsweek’s list of the Greenest Big Companies in America for 2nd year • America’s most successful companies – Ranked by Institutional Investor magazine in 2011 Experis | Tuesday, November 15, 2011 5
  • 6. Asia Pacific Hospitality, Tourism and Leisure Practice Recognition and Awards (cont’d) • Chairman & CEO, Jeff Joerres, was named Institutional Investor magazine’s top-performing sell-side CEO and CFO, Mike Van Handel, was named the top-performing CFO • The Most Powerful Person in Staffing – Chairman & CEO, Jeff Joerres, was named by the Staffing Industry Review magazine in 2010 • Global 50 Most Powerful Women – President of S. Europe, Francoise Gri, was ranked by Fortune magazine for the 7th consecutive year in 2010 • Recognized in 2010/11 as a Caring Company by the HKCSS for 8th consecutive year • Excellent Brand of Human Resources Consultancy – Awarded under the HK Leaders’ Choice Awards 2009 and 2011 Experis | Tuesday, November 15, 2011 6
  • 7. Asia Pacific Hospitality, Tourism and Leisure Practice About ManpowerGroup Asia Pacific Locations Year of Establishment Australia 1965 Japan 1966 New Zealand 1996 Philippines Singapore 1996 Hong Kong 1997 Taiwan 1997 Malaysia 1997 Thailand 1998 Korea 1999 Philippines 2000 PRC 2000 India 2000 Vietnam 2007 Macau 2007 Experis | Tuesday, November 15, 2011 7
  • 8. Asia Pacific Hospitality, Tourism and Leisure Practice Specialist Recruitment Hospitality, Tourism and Leisure • Network of industry-specialist consultants in key locations throughout Asia- Pacific • Leverage regional and global databases and networks to identify key passive and active candidates • Partner with organizations and provide advice to build/enhance quality teams • Working with a diverse portfolio of clients including hotel management companies, restaurant chains, private clubs, property developers, airlines, and MICE organizers in Asia-Pacific, Greater China and the Middle East • Focused on mid-senior management roles in Hotel Management, F&B, Culinary, Finance, Technology, HR & Training, MICE, and Gaming Experis | Tuesday, November 15, 2011 8
  • 9. Asia Pacific Hospitality, Tourism and Leisure Practice Integrated Solutions Hospitality, Tourism and Leisure • Collaborate with ManpowerGroup divisions, to offer comprehensive talent attraction and recruitment solutions • Proven capability in delivering cost effective and geographically integrated solution to bulk recruitment • Specialists in developing technology based solutions to streamline the recruitment process • Provide a full spectrum of scalable HR services including screening, assessment, psychometric testing, reference checking, offer management, and on boarding • Collaborate with our subsidiary company, Right Management, we offer a wide range of development solutions for training, re-training, up-skilling, multi-skilling and organizational effectiveness Experis | Tuesday, November 15, 2011 9
  • 10. Asia Pacific Hospitality, Tourism and Leisure Practice Exemplary Execution Hospitality, Tourism and Leisure A selection of recent positions successfully completed: • VP Asset Management – US Listed Hotel Developer Hong Kong • VP of Food & Beverage – Hotel Management Company Bangkok • VP Human Resources – Integrated Gaming Resort Macau • VP Development & Acquisitions – Global Hospitality Group Shanghai • EAM of Food & Beverage – 5 Star City Hotel Singapore • Director of Finance – 5 Star City Hotel Tokyo Experis | Tuesday, November 15, 2011 10
  • 11. Asia Pacific Hospitality, Tourism and Leisure Practice Case Study Leading National Tourism Office • Experis was selected to perform a retained search assignment by a leading Asian national tourism office to identify and appoint a Director for their North American operations. • As a governmental organization, a sealed tender was submitted, and Experis was selected against 8 other retained search firms. • The client wanted the search managed through Hong Kong, however they were only focused on candidates in the Greater Los Angeles area. The lead consultant in Hong Kong worked with a team in our Los Angeles office to successfully identify and prepare a shortlist of 12 senior candidates for the client. • Within 3 months after being retained, the client had identified a suitable candidate through Experis for the role, which had been vacant for almost a year, and which two previous prominent retained search firms had been unsuccessful in their search. Experis | Tuesday, November 15, 2011 11
  • 12. Asia Pacific Hospitality, Tourism and Leisure Practice Case Study Leading Leisure and Lifestyle Developer in Hong Kong • After a year spent unsuccessfully searching for a Certified Marina Manager (CMM) for their high-profile private marina club in Hong Kong, our client engaged Experis to recruit for this highly-specialized position • Consultants in Hong Kong, Singapore, Thailand and Australia were engaged to map out potential passive candidates according to a strict criteria proposed by the client • The lead consultant personally travelled to various Asian locations to identify and attract the strongest candidates • Within 5 weeks of taking the assignment, a candidate was successfully placed in this position which was responsible for a 200+ berth marina with annual turnover of over US$15 Million Experis | Tuesday, November 15, 2011 12
  • 13. Asia Pacific Hospitality, Tourism and Leisure Practice Case Study Financial Controller in Thailand for Leading Luxury Hotel Group • A prominent global luxury hotel group which operates one of the most renowned hotels in Thailand appointed Experis to perform an extremely discrete search for a Financial Controller • As the current incumbent had a very wide network amongst the industry, it was absolutely critical to maintain the client’s anonymity • The search was spearheaded by a Hong Kong based consultant with a strong knowledge of the Thai hospitality industry, and a passive search was conducted not only within the hospitality sector, buy also within the Big4, leveraging Experis’ unique expertise in both sectors. • Within 2 months, a candidate with a Big4 background and over 12 years of hospitality experience was placed successfully with the client Experis | Tuesday, November 15, 2011 13
  • 14. Asia Pacific Hospitality, Tourism and Leisure Practice Case Study Growing F&B Management Company in China • F&B operator with 9 existing locations throughout Greater China were embarking on a major expansion, and approached Experis after internal methods to recruit key team members were unsuccessful • A candidate attraction program was developed and launched in China, Hong Kong, Singapore, and Malaysia incorporating a mix of online & print advertising, viral networking, and passive candidate search • Experis was able to successfully recruit Executive Chefs, General Managers, and other key operational talent to drive the company expansion within the agreed time-frames • As a direct result of this engagement, the client was able to successfully launch 3 new locations which were previously delayed due to the lack of management talent, and still has a strong talent pipeline for future expansion Experis | Tuesday, November 15, 2011 14
  • 15. Asia Pacific Hospitality, Tourism and Leisure Practice Case Study Leading Mainland Chinese Aviation Conglomerate • Retained by one of the largest aviation holding groups in Mainland China to assist in the recruitment of over 10 senior level executives (C-suite to Regional Directors) to spearhead new business initiatives within the group. • Spearheaded a global search with over 80 high-level candidates presented to the client for consideration within a 2 month period. • Assisted the client in their hiring process by sharing best practices, salary and benefits benchmarking, and relevant labor laws and regulations across various jurisdictions in which they were planning to base senior executives. • Provided completed offer management and on boarding services to selected candidates, and also managed international payroll services. • The client has since been able to attract very experienced and established leaders in the aviation community to the group and are successfully launching new divisions globally. Experis | Tuesday, November 15, 2011 15
  • 16. Asia Pacific Hospitality, Tourism and Leisure Practice Experis : A Business Partner • Single point of contact in client service and delivery throughout the Asia- Pacific Region • Subject matter consulting expertise and experience • Extensive reach and capabilities to source passive talent throughout the Asia region and globally • Regional resources to support local implementation • Bespoke custom solution with integrated processes to sync with internal procedures • Share risk/reward Experis | Tuesday, November 15, 2011 16
  • 17. Asia Pacific Hospitality, Tourism and Leisure Practice Ian Strutton Director Ian possesses more than 20 years experience within recruitment and human capital management gained from senior leadership roles in consulting and business management. Since developing his career in London, Ian has worked in Asia for the past 14 years where he has gained valuable regional experience and knowledge recruiting in the Hong Kong, Tokyo, Singaporean, Korean and Malaysian markets. Ian offers considerable experience and expertise recruiting senior professionals across industry and functionally. As Director, Ian is responsible for the overall growth and development of Experis. Contact Details: E: ian.strutton@experis.com.hk T: +852 3656 9688 Experis | Tuesday, November 15, 2011 17
  • 18. Asia Pacific Hospitality, Tourism and Leisure Practice Paul Hotchan Head of Hospitality, Tourism, Leisure and Retail With over 12 years experience in the hospitality industry in Europe, the Middle East, China & Hong Kong, Paul joined ManpowerGroup in 2007 to spearhead the Hospitality, Tourism, Leisure, & Luxury Retail practices for Asia-Pacific, encompassing Australasia, South-East Asia, Japan, India and Greater China. With an extensive background in Operations, Food & Beverage, and Human Resources, Paul is able to leverage his experience and network to provide a diverse portfolio of clients with integrated solutions to the HR challenges they face. In addition to specialist recruitment, Paul has been involved in numerous pre-opening projects, and is able to work together with brand owners and operators to develop talent attraction and recruitment strategies which help our clients win in the changing world of work. Paul is a certified ISO Auditor and has a post graduate degree from Macquarie Graduate School of Management in Sydney, Australia. He is regularly invited to speak at corporate events, chamber functions and in university settings and has been quoted extensively in the press. Contact Details: E: paul.hotchan@experis.com.hk T: +852 3656 9683 Experis | Tuesday, November 15, 2011 18