Lotus Tours Ltd

Lotus Tours was a pioneer in Hong Kong as travel service provider when it first opened in 1957, just as overseas travel was starting to take off. In its early days, it focused on selling airline tickets, but today it offers those with itchy feet a comprehensive array of travel options to choose, from cruises to air and hotel packages, and from organizing MICE (meetings, incentives, conferences & exhibitions) packages to business services. The award-winning agency stands tall among around 200 agencies in the sector, taking up about 15% of Hong Kong’s total travel market.

Going with the trend General Manager Keller Mak explained that the company’s success is based on its firm philosophy “customers come first,” in that they pay the utmost attention to their customers’ changing needs and preferences. “We’re constantly on the lookout for new trends in the travel market and adjust our packages to it,” Mak said. “For example, we’ve witnessed the rising popularity of down-to-earth, experience-oriented cultural tourism as it displaces luxury, spending-focused tourism and now we’re creating more of those experiences for our customers. Looking forward, we will invest more in experience tourism and special-interest groups including tea appreciation in Taiwan, wine-tasting in Japan and private Silk Road tours.” An important part of Lotus Tours’ business now lies in the increasing demand in the MICE sector. The agency offers bespoke business travel planning for outbound businessmen, arranging everything from flights and accommodation to insurance and 24-7 support and crisis management. Incentive packages have also become popular among large corporations. “We recently chartered a cruise for 1,200 employees from one company,” Mak added. “Our clients tell us their needs, and we tailor-make plans for them.” In recent years, there has been a surge of low-cost carriers, which Mak sees as an opportunity for the travel industry. Budget airlines have shifted the landscape of the travel market in a good way, she said. “People, especially youngsters with limited budgets, are now traveling more frequently. Traveling has become an integral part of peoples’ lives, and some are traveling several times a year, thanks to the drop in prices.”

Building a better world Corporate social responsibility has always been an essential part of Lotus Tours’ philosophy, and this year, the company is looking to push it to a whole new level. Starting in 2017, Lotus Tours will partner with Japan-based non-profit NGO Peace Boat to bring life-changing adventures to Hong Kong for the first time. The hundred-day trip will see 900 participants embark on a cruise around the world to promote peace, human rights, equal and sustainable development and respect for the environment. Through a range of unique experiences such as visiting Japan atomic bomb survivors, refugee camps in the Middle East and learning about mine defusing in Vietnam, participants discover new cultures, understand global issues and learn about themselves, Mak explained. Apart from Peace Boat, Lotus Tours devotes itself to helping the disabled and underprivileged. Every year, some of their staff accompany a specific target group, such as underprivileged children or paralyzed or visually-impaired people, on a week-long cruise journey.   Employee satisfaction With close to 500 employees across Hong Kong, Mainland China and Taiwan, one could imagine managing such a team is not exactly an easy task, but Lotus Tours is able to handle it gracefully, and the company is proud of its friendly, open and listening culture. “We are always open to our team members’ suggestions, as a large part of our work is to create and innovate experiences for our clients,” says Mak. “Senior management works more like a facilitator and we let our staff have their say.” Lotus Tours believes in employee satisfaction for the betterment of the company – it organizes yearly overseas company trips to destinations such as Japan and Taiwan as a way to bring the team together and foster closer relationships. In addition, as a reward to long-serving employees, the company launched a stock option plan for 65 employees at three key executive levels, who share a 30 percent stake worth HK$500 million. “I can proudly say that during difficult times like SARS in 2003 and the financial crisis in 2008, the company stood by its team and didn’t lay off anyone,” Mak said. “We enjoy working at the company and we feel at home, and that pushes us to bring the greatest satisfaction to our customers,” Mak concluded.

Company: Lotus Tours Ltd HKGCC Membership No.: HKL0614 Established: 1957 Website: www.lotus-tours.com