BREAKING

Wednesday, December 9, 2020

Damage Control: Can we still save the Plantation Bay Resort?


Wazzup Pilipinas!

By now I'm sure everyone is aware of the Plantation Bay issue currently circulating on social media. (Needless to say, this fiasco is exactly why companies should hire a PR person/firm.)

Plantation Bay should just stop issuing statements. But there's an improvement on how they wrote the apology letter. Nag-improve na nga eh. Hindi na Comic Sans ang font na ginamit. But the tone of the apology letter is "unapologetically still full of entitlement."

I suggest they stop responding to the complaints and bashings. 

They're, or should I say Manny Gonzalez is, digging their/ his own grave at break-neck speed.

There are two issues here - disability mishandling, and irresponsible feedback management. 

For the first one: issue a public apology, acknowledge the mishandling, commit to inclusivity to the disabled, express interest to investigate on the matter, coordinate with specialists, say the staff will be better trained so it won't happen again.

For the second one, you cant do damage control if the owners are exactly the cause of damage. They deny public opinion and even insinuate in their website that social media uproars are orchestrated. The second issue is unfixable unless the issue translates to negative business - but I think it isn't given the entitlement they are showing off. Best for the old people to stay away from company assets. Sila ang risk.

It won't do anyone any good if, moving forward, a person who thinks like THAT is still the head of the business. It will happen again.

In crisis management, there are three key things to consider in the communication:

1. Acknowledgment

2. Apologies

3. Accountability

I would start by crafting a proper letter of apology, and it should come from the CEO, and not that Manny person. However, Manny is the CEO. So therefore, either get the second highest in command and keep this Manny away from the social media accounts of Plantation Bay.

Under the circumstances, the only thing they can do is distance themselves from this Manny Gonzalez (if that’s possible) and issue a more appropriate statement of apology. 

Manny, unfortunately, will never be able to redeem himself. But he can be useful as a sacrificial lamb. 

The new apology should throw Manny under the bus in no uncertain terms. In the statement, they will apologize (almost to the point of groveling) to the family, the public, and to all families with special needs members. The statement should acknowledge what was done wrong, what was said wrong, and will offer no defense. Will offer no excuse. It will say in no uncertain terms that the company has failed to uphold its values and failed to protect its guests. If the resort is not a place of comfort for ALL of its guests then it has failed its mission and brand promise. It will also outline what the company will do moving forward in order to help ease the emotional inconvenience they caused to the child and family. 

They will also make a commitment to change the resort’s policies, educate their staff, and improve their customer service overall. They will seek the help of professionals to do proper training. And the statement will end with him promising that the company will donate a hefty sum to CereCare Philippines, an educational facility for special needs children. Lol.

As a PR practitioner, there is no way that I'm going to accept this project even if they offer a huge amount of money as payment. This is a different crisis for their company as it's almost inhumane for someone to belittle, question, and defend his ignorance towards people with special needs. 

But on a PR standpoint, the CEO or owner of the resort should make certain actions, especially towards that shitty response to the issue. I would encourage the executives to create a statement that they do not tolerate this kind of behavior from their employees towards guests. Especially those of special need.

So does this mean Manny is a failure in this particular part of handling customer complaints. He speaks with so much entitlement as if he is never wrong. Remember the saying that a customer is always right? Basic but he is so full of himself to realize what is more important.

Maybe the resort should revisit their policies. Plantation Bay is really really strict when it comes to noise. It’s posted in the reception area and everywhere. I remember when I was there, it clearly says that IF YOU CAN’T FOLLOW THE RULE, WE WILL BE GLAD TO ASSIST YOU TO TRANSFER TO A DIFFERENT RESORT. 

But how come they were not strict to the Koreans who were probably noiser than the autistic child?

Seriously, they should’ve remained silent for a couple days. Afterwards, acknowledge and be accountable of the blunder. Then apologize(with a heart) and not with that righteous tone.

Moving forward, accept that the damage has been done, and the resort right now is facing backlash for what the CEO did, kung ako Ang PR person, I'd urge the resort to humble itself and accept their fault, then settle the matter with the complainant personally and privately, like what some suggested, away from the eyes of socmed. 

Tapos, fix things from the inside muna. Educate the CEO about the issue and since may PR team (or person) na sila, huwag na ipahandle sa CEO yung pagrereply sa feedback ng mga nagstay.

Sabihin nating may point yung post nung CEO. Mahirap nga naman kasi talaga ang maingay, pero there is always a proper and better way to handle such situations. 

Improve facilities, do proper staff training in case may mga ganoong guests na darating. Assign a person para sa guests na with disability or special needs. Para kahit sila lang ang go-to-person ng staff pag may assurance ang guests na maaasikaso sila. 

Then yun ang ipa-publicize. Ilagay sa socmed na may ganung person na sa resort to make sure ma-accommodate yung needs ng mga special guests, bilang improvement sa kanilang past mistakes.


Breeding Marine Aquarium Fish: A Billion Peso Opportunity



Wazzup Pilipinas!

The billion-dollar marine aquarium trade has a mixed reputation because most fish and invertebrates are still plucked wild from the world’s coral reefs, particularly in the Philippines and Indonesia. Several big pioneers are now farming marine aquarium fish on a commercial scale – proving how fish farmers can delve into the colorful world of aquarium fish.

Since the 1960s, the Philippines and Indonesia have exported the vast majority of marine aquarium fish – including colorful clownfish, curious-looking seahorses and graceful angelfish. However, overfishing and coastal degradation have caused local fish populations to plummet. After the movie Finding Nemo premiered in 2003 for instance, soaring demand caused clownfish population sizes to plunge by as much as 75% in some coral reefs.

The culture of marine ornamentals – including fish, crustaceans and corals – for the aquarium hobbyist segment is a $5 billion industry. It is a relatively new sector and is often ignored by mainstream aquaculture producers, yet it pushes the boundaries of aquaculture by exploring the culture of new species and improved culture methods. As well as providing considerable profit margins, it also provides huge opportunities for coastal communities in developing countries.

FARMED DESIGNER ANGELFISH. Designer angelfish at the Bali Aquarich facility in Indonesia. Like farmed freshwater fish which have been selectively-bred for color over many years (goldfish and koi were once just dark green fish), it is now possible to create color morphs for farmed marine fish, which adds to their value and rarity.



MARINE AQUARIUM. Marine fish, shrimp and corals on display at an aquarium in Manila. Keeping all types of corals – whether hard or soft – is now illegal in the Philippines. Shifting to coral replicas made of rubber or silicone is a safe and affordable alternative.


WILD-CAUGHT. The vast majority of marine aquarium fish are caught wild in tropical coral reefs in the Philippines, Indonesia and other countries. Shifting to farm-bred fish is now possible as the technology needed to breed and raise marine fish has now been developed.

Best Alternatives Campaign’s Gregg Yan and VB Consultancy’s Jonah van Beijnen interviewed leading experts on ornamental marine aquaculture. Till Deuss, the founder and CEO of Bocas Mariculture in Panama, focuses on Caribbean fish and invertebrates, while tackling environmental conservation and livelihood generation for local communities. 

KiMeanwhile Wen-Ping Su, founder and owner of Bali Aquarich, and a veritable legend in the sector draws on his own experience – having founded a hatchery for milkfish, grouper and other food fish in Indonesia, before diversifying into the production of the region’s ornamental marine fish. Wen-Ping is renowned for producing hybrid and pureblood angelfish, plus a variety of extremely colourful customised clownfish. Between them they provide numerous valuable insights into the sector.

Though the production of seafood for human consumption has been in the spotlight for several decades, with investors willing to back a wide range of business proposals, the ornamental aquaculture industry is relatively unknown. This is not because of its lack of potential – the global aquarium industry is currently valued at $12 billion and, with a CAGR of 7 percent, is expected to reach almost $20 billion by 2026.

The total sale of ornamental freshwater and marine livestock amounts to an annual global turnover of about $5 billion. In the United States alone, 15 million households own aquaria, with 2.5 million housing marine fish (Springer, 2018). Approximately 20 percent of the total trade consists of marine species.

Although ornamental freshwater fish, such as goldfish and koi, are extensively cultured, particularly in Southeast Asia and Taiwan, marine fish and invertebrates are still mostly caught in the wild. It’s estimated that some 50 million coral reef animals (including fish, corals and other invertebrates) are annually caught and sold to marine aquarium hobbyists.

Most of the popular marine ornamentals hail from warm tropical regions such as Southeast Asia (particularly the Philippines and Indonesia), the Caribbean and the Red Sea. In the past, many were caught using destructive fishing methods like sodium cyanide. However, hand-net fishing initiatives and better management practices have fortunately changed the seascape.

With the current degraded status of most of the world’s reefs due to increasing sea temperatures, stronger storms, pollution and overfishing, depleting reefs of what wild stocks remain does little to let reefs recover. In addition, the long supply chains often minimize benefits for local fishers. For instance, a Filipino fisherman receives roughly $0.2 for a clownfish that retails for around $20.

This is precisely the angle that Deuss and his company Bocas Mariculture approach the business from their base in Panama. Originally from Germany, Deuss started keeping and breeding fish while still a boy. His impressive track record includes breeding well over 60 marine finfish and 20 crustacean species in captivity – including several word firsts. These successes brought him first to Colombia to collaborate with the Institute of Marine and Coastal Research and he also managed marine ornamental farms and related projects in Palau, Micronesia and French Polynesia.

While visiting Panama for a project with the Smithsonian Tropical Research Institute, he noticed its fantastic marine environment, but also realized how overfishing was rampant and that local coastal communities were struggling to make ends meet. He saw an opportunity to sustainably breed marine species for the aquarium trade while simultaneously generating employment for local communities.

It was challenging to convince the authorities, but after a research permit and 10 years of groundwork, he finally received a commercial export permit in 2019, a first for Panama and most of the region.

His hatchery is now mainly producing small reef fish species that are in high demand in Europe and the United States. While the fish are grown in the hatchery, the company also produces soft, colorful corals, which are cultured in coastal sites, under the watch of local fishing families.
Increased interest in sustainability

It took some time for captive-bred ornamental marine fish to compete with wild-caught stock, but that trend is now reversing. As Deuss explains: “The market is rapidly changing. There’s increasing interest from buyers who prefer sustainably produced fish.”

With consumers becoming more environmentally conscious, wholesalers and retailers are increasingly pressured to meet the requirements of their customers, while also adapting to policy shifts with tighter restrictions on the trade in wild fish, according to Deuss. Some national governments are even discussing potential bans on the trade in wild-caught marine ornamental fish.

“In the last decade, general awareness about the aquarium trade and its role in the conservation of coral reefs has been rising,” explains Deuss. As a consequence, he says the trade often faces pressure from well-meaning but ill-informed environmental groups which would like to ban the trade completely.


Asia-based Best Alternatives and Europe-based VB Consultancy work to promote sustainable solutions for the environment.


Wen-Ping Su agrees.

“The current market is affected by the interaction of two forces. The drop in the price of hardware such as aquarium equipment has reduced the entry gate, so more consumers have entered. Simultaneously, the awareness campaign of environmentalists and changing government policies also affected the market and trade in favor of companies who produce fish sustainably,” he says.

Both companies see sustainability as essential to their branding. “Our entire business model relies on sustainability and we want our customers to be aware of this,” says Deuss. “We realize that there’s a growing number of hobbyists who are conscious about the environment and who want to buy from a trustworthy and truly sustainable source. We provide a label to certify that our animals are cultured. It is also important to note that cultured species are in general much healthier and hardier than wild-caught fish from unknown sources, being better adapted to aquarium conditions and people. We trust that customers acknowledge the environmental end economic advantages of sustainably-grown fish and are willing to pay a small premium for them.”
Species selection

“Although many people talk about environmental protection, buying trends still show that the majority of buyers choose the cheapest fish,” reveals Wen-Ping. For this reason, his company’s strategy has been to expand the market by introducing new species or varieties and setting prices.

As such, Bali Aquarich focuses on producing high-value species, particularly highly-prized marine angelfish. Wild specimens retail for several hundred dollars or more, but don’t adjust well to captivity – easily succumbing to stress or disease. Captive-bred angelfish, on the other hand, are very hardy, being completely adjusted to a captive environment with artificial food, thus providing better value for money, according to Wen-Ping. Bali Aquarich has also developed several hybrids of marine angelfish, giving the company an extremely valuable selling point.

Bocas Mariculture, on the other hand, focuses more on smaller species, suitable for what hobbyists term nanotanks and micro-minireefs. Deuss has picked species which are in high demand, but for which no sustainably farmed alternatives are available. Focal species include royal gramma (Gramma loreto), small angelfish species, gobies, peppermint shrimp (Lysmata jundalini) and a variety of soft corals like Zoanthids and Corallimorphs.
Production approaches and technologies

While a salmon hatchery, for example, focuses solely on breeding salmon and tackling salmon-specific problems, ornamental breeders often produce 10 to 20 or more species simultaneously, each with its own challenges to overcome; a mindboggling task to perform.

Wen-Ping explains that the production of ornamental and food fish require completely different approaches. Food fish can be produced and sold in large quantities. In contrast, ornamental fish sales are typically small and diverse. “Generally, ornamental fish require much higher water quality, environment and nutrition than food fish,” he says.

“Aquariums are still seen as a non-essential hobby so it’s still relatively hard to find support for the production of marine ornamentals,” says Deuss, who believes that food producers often benefit from state-driven research to breed only a few species, while most ornamental fish breeders follow a bottom-up approach for a wide range of species.

Deuss acknowledges that the marine ornamental aquaculture industry is still in its infancy and the vast majority of species have no breeding protocols for commercial-level production. Aquaculturists are thus forced to develop new breeding techniques or adopt existing technologies for new species.

“For a long time, certain species were considered impossible to breed, but a lot of breakthroughs have been made in the past decade or so, particularly in culturing copepods, which marine ornamentals eat,” he reflects. As many different species are produced at a single hatchery, the environment is highly dynamic, innovative and competitive.

Aside from developing broodstock that can spawn in captivity, a key component for innovation is to find live feed sources for recently-hatched larvae. Feeds should match their nutritional requirements to ensure proper development and survival. Deuss has put a lot of effort into this and he proudly explains that besides producing several species of algae and different strains of rotifers, he personally isolated several local copepod species. Copepods are zooplankton which serve as important feed sources for many marine finfish but are much harder to culture then rotifers. He now cultures these copepods in sufficient quantities for his hatchery, while also working to culture several types of ciliates and micro-worms as additional food sources.

Wen-Ping has developed similar technology in-house and now has two different copepod production systems while also developing a modular production system for various fish fry.

“There are many species with peculiar breeding patterns, nutrition and water quality requirements. The conventional practices used by hatchery operators for food fish cannot meet the needs of many larvae of marine ornamental fish. The bigger the eggs, the bigger the larvae and fry, typically making it easier to raise juvenile fish. The average egg size for marine food fish is about one millimetre, with salmon eggs even reaching five millimetres. However, the eggs of some ornamental fish are just a third of a millimetre.”
The future

Looking ahead, both men think that their ventures could play important roles in conservation.

“The imminent global collapse of coral reef ecosystems is increasing the importance of aquaculture, not just to supply the aquarium trade, but also to possibly reintroduce species which might become extinct in the wild. Many reef species might only exist in aquaria in the future,” predicts Deuss.

His company is in the process of establishing additional hatching capacity and setting up new sales channels to provide sustainably-bred species globally. His team is also working to culture an extremely colorful species of fish, which is almost unknown in the aquarium trade but which is perfectly suited to small tanks, the details of which will soon be revealed.

Wen-Pin also sees a bright future for his company, which is currently expanding production capacity and developing new species for commercial-level production. He also has exciting news as he has been nominated by Aquarama for the 2019 Ornamental Fish High Technology Excellence Award, with the event taking place in May 2021 in Guangzhou, China.

Mainstream food fish farmers currently culturing bangus, lapu-lapu and other marine fish can learn a lot from ornamental fish and invertebrate breeders. It would be great to see more collaboration between the two sectors in the future.

While the farming of marine ornamentals might not reach the same scale as conventional food fish production, the trade is starting to reward pioneers with considerable returns, while also benefitting local communities and, of course – our oceans. (ORIGINAL VERSION PUBLISHED ON THE FISH SITE)

Cover photo:

FARMED DESIGNER CLOWNFISH. Beautiful and unique designer clownfish produced at the Bali Aquarich facility in Indonesia. It is now possible to create special color morphs for marine aquarium fish. Most wild common clownfish (Amphiprion ocellaris) have three straight white bars.

Written By Gregg Yan and Jonah van Beijnen

Top 5 reasons why cruising should be on top of your bucket list


Wazzup Pilipinas!

Experiences are defining moments in our lives, marking the many memories and milestones that are to be cherished forever. With the world coming to a standstill this year, travel experiences seem like a far-off memory for most of us and we have realized the importance of traversing the world with loved ones. Getting back on the road, skies and seas will be a precious experience once the world reopens and an incredible post-quarantine holiday with Norwegian Cruise Line (NCL) will be the perfect getaway to rejuvenate your soul as you soak in the beautiful sights that you’ve missed this year. With a fleet of 17 ships offering itineraries to over 300 destinations across all seven continents in 2021, family-friendly activities, top-notch entertainment, luxurious accommodations, and exquisite culinary options, your next vacation is easy with NCL.



Here are five reasons why:



1. The perfect family getaway:



NCL has an array of top-class amenities and activities to ensure that neither you nor your children get bored at any point in time. On board, not only can you admire the sweeping picturesque views of the sea at leisure, you can also have a blast at the majestic waterparks with exciting rides or spend the entire day frolicking at the swimming pools. At NCL’s Splash Academy (Kids Club), kids can play dodgeball, decorate cupcakes and even enjoy face painting. There are a host of onboard activities for all ages, such as the world's only racetrack at sea and open-air laser tag arenas on board its newest ships – Norwegian Joy, Norwegian Bliss and the recently debuted Norwegian Encore. The Galaxy Pavilion, a dedicated virtual reality and gaming complex, is also available on Norwegian Joy and Norwegian Encore, offering an immersive virtual experience for guests to enjoy.



To ensure your family or group stays close together, NCL has ample accommodation optionsincluding family mini-suites, two-bedroom suites with balconies and ocean views, or inside studios and interconnecting staterooms. Another major draw for multi-gen cruisers seeking a first-class cruise experience is ‘The Haven’ by Norwegian - the company’s ship-within-a-ship concept known for its luxurious and spacious accommodations and top line customer experience. ‘The Haven’ guests can indulge in the unparalleled personal service of a certified 24-hour butler and concierge team who will make all of their arrangements on board and on shore, including priority embarkation and disembarkation. ‘The Haven’ offers the intimacy of smaller vessels without foregoing the variety of activities and amenities enjoyed on larger ships.



2. Award-winning entertainment:



The distinct, one-of-a-kind performances on all NCL ships promise an out-of-the-box experience for everyone on board. Some of the best entertainment options aboard the newly launched Norwegian Encore include Tony Award®-winning musical, Kinky Boots, as the headlining show. Additional entertainment includes the highly energetic The Choir of Man; the interactive cocktails and theater show Happy Hour Prohibition: The Musical; and guest-favorite The Cavern Club, transporting audiences back to the legendary Liverpool club with live musical performances from a Beatles cover band.



3. We time with your better half:









You can spend quality time with your significant other, leaving the cares of the world behind as soon as you step onboard NCL. The newly refurbished Norwegian Spirit has an array of onboard offerings that you can truly enjoy with your partner. Go for a couple’s massage at the double-in-size Mandara Spa, complete with a new thermal suite, relaxation area with heated loungers, a new Jacuzzi room, a sauna, steam room, and unforgettable water therapy experience. Or, spice up your night at the newly debuted Bliss Ultra Lounge and Spinnaker Lounge, which features the Humidor Cigar Lounge, as well as the adults-only retreat Spice H2O, a daytime lounge featuring two new hot tubs and a dedicated bar, which transforms into an after-hours entertainment venue.



4. Pamper your taste buds:



Food can either make or break your vacation. At NCL, you have the freedom and flexibility of Freestyle Dining, which means no fixed dining times or pre-assigned seating. So follow your mood, not a schedule. You can indulge in a hearty, sumptuous meal or flatter your taste buds with some of the most complex and diverse world cuisines. NCL’s diverse culinary selections offer world-class dining experiences with a choice of up to 40 restaurants and bars across its fleet. If you want to try something unique and authentic, you can reserve a seat at one of the many specialty restaurants and steakhouses. You can pick from a wide array of food options including Asian fusion and customized Indian menus. Under the Free at Sea promotion, guests seeking to further elevate their dining experience can also choose to take advantage of NCL’s specialty dining package.



5. Stunning itineraries



NCL has recently opened more than a year of wish-list worthy sailings for 2021 through 2023, with voyages to over 20 new destinations across all seven continents, including Antarctica for the first time. If vibrant art districts and historical temples are your thing, you can opt for the 10-day Asia: Osaka, Nagoya, Busan & Beppu cruise from Tokyo or immerse yourself in the storied past and rich cultures of Southeast Asia on the 11-day Asia: Thailand, Vietnam and Malaysia voyage from Bangkok. If picturesque landscapes, wildlife and a taste for adventure is what gets you going, NCL offers a wide selection of 12-day cruises to Australia and New Zealand with calls to a variety of naturally beautiful destinations including the South Island. For those looking to venture out of Asia Pacific, do not forget the amazing Greek Isles itineraries, ideal for a romantic getaway, like the 7-day Greek Isles sailing from Istanbul, visiting Santorini, Mykonos and Rhodes, on the all-new Norwegian Spirit.



With extremely comfortable and beautifully decorated rooms, quality service, a wide range of entertainment, top class amenities and thrilling itineraries, your holidays with NCL will be an unforgettable experience.
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