Brewing Success: Insights from Por Lim - Vice-President of Cambodia Restaurant Association

Running a successful coffee shop chain requires more than just serving great coffee—it demands strategic planning, operational excellence, and a deep understanding of the market. To shed light on this dynamic industry, we recently sat down with Mr. Por LIM, Vice-President of the Cambodia Restaurant Association and General Manager of Starbucks Cambodia. He shared his expertise on the unique challenges faced by chain coffee shops and his perspective on exciting new initiatives transforming the sector.   Let’s dive in: 

How is your experience in managing franchises, and what key factors do you find essential for success?

“In managing franchises, for me, the most crucial aspect can be summed up in one word: Quality Control. This involves effectively managing our production chain. For instance, not only for coffee shops but when we open a restaurant, we need to ensure consistency across branches—how we manage food quality, customer service, and operational systems must be uniform. Before launching a franchise, we must consider all these factors. Quality control, particularly in food, is vital. For example, if we sell Kuy Teay soup, we must ensure that the taste is consistent across all branches. We need to monitor flavor, presentation, and overall quality closely."

What common challenges do you think chain coffee shops face, such as Starbucks?

"Starbucks is not just in Cambodia; it has a presence worldwide with over 30,000 branches. In my 10 years with Starbucks, we are approaching 50 branches by the end of this year, including locations in Phnom Penh and the provinces.

We face several challenges. For example, in Phnom Penh, delivery is relatively easy, but in the provinces, it takes much longer. To ensure that our product maintains the same quality and taste across all locations, we have to invest significantly in each branch, whether in a city or provincial area.

Additionally, as we expand, customer service becomes a crucial issue. Starbucks emphasizes self-service, where customers can place their orders themselves. However, new customers may not be familiar with this process and often need our staff to guide them. These are just a few of the challenges we encounter as we grow."

How can business or coffee shop owners, especially new or inexperienced owners build strong relationships with their customers? 

“I believe that whether you’re opening a restaurant or a coffee shop, the first step is to understand your product and identify your customers. It’s essential to approach this with passion. Personally, I’ve been with Starbucks since day one, and I know my product, my customers, and my team.

For coffee shops, we need to ask ourselves: what sets us apart? Are there competitors nearby? What is unique about our product? If we’re selling a similar product, we should focus on our customer service and consider offering additional options, like unique flavors.

We must think about how to differentiate ourselves. If we offer discounts, others will likely do the same, so we need to find what makes us special. I’ve seen businesses that simply follow trends without a unique selling proposition struggle and ultimately close because they lack differentiation.”

What are your thoughts on the new package, 'New Synergistic Solution to Ignite Your Restaurant,' launched by b. Consulting in partnership with Bizkhmer Digital Media?

“As the representative of the Cambodia Restaurant Association (CRA), I am pleased to have signed an MOU with b. Consulting to support the F&B sector, particularly for new restaurant owners who may have concerns or face challenges. I believe this new package, 'New Synergistic Solution to Ignite Your Restaurant,' offers valuable resources to help businesses expand their market presence. It includes marketing consulting and comprehensive support, which will benefit our members and the industry as a whole. I am grateful for this opportunity and look forward to fostering the growth of the F&B sector in Cambodia.”

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b. Consulting Cambodia doesn't just support the food and beverage industry—we ignite your potential.  Our collaboration with the Cambodia Restaurant Association (CRA) and initiatives like the "New Synergistic Solution to Ignite Your Restaurant," in partnership with Bizkhmer, reflect our dedication to empowering both new and established businesses. Together, we can tackle market challenges and elevate the F&B sector in Cambodia

Ready to take your F&B business to the next level? Let's brew something special together.

📱 010 518 700

📩 contact@bconsultingcambodia.com 

Let's Get in Touch!

b. Consulting Cambodia and BizKhmer Digital Media Announce Strategic Partnership to Fuel F&B Growth

[Phnom Penh, Cambodia – November 7, 2024] – b. Consulting Cambodia, a leading hospitality and F&B consultancy firm, and BizKhmer Digital Media, a renowned digital marketing agency, today announced a strategic partnership to provide comprehensive and synergistic innovative solutions to the Cambodian food and beverage industry.

This collaboration brings together b. Consulting's deep expertise in hospitality and F&B operations with BizKhmer Digital Media's cutting-edge digital marketing capabilities. The partnership will offer businesses a unique blend of services designed to enhance their brand presence, optimize operations, and drive growth in the dynamic Cambodian market.

"We are thrilled to partner with BizKhmer Digital Media," said Florian Bohême, Managing Director of b. Consulting Cambodia. "Their digital marketing expertise perfectly complements our consulting services, allowing us to offer a truly holistic approach to our clients. Together, we can empower F&B businesses to thrive in today's competitive landscape."

Yorn Sophearith, Founder and Managing Director of BizKhmer Digital Media, echoed this sentiment. "This partnership marks a significant step forward for both our companies," he stated. "By combining our strengths, we can provide unparalleled support with more business values to F&B businesses, helping them achieve their goals and reach new heights of success."

The partnership will offer a range of synergistic solutions, including:

• All-in-One Opening Package: Comprehensive support for new restaurant openings, covering everything from concept development to marketing and launch strategies.

• Business Expansion: Guidance for launching successful franchises, including training, financial planning, and marketing support.

• Time for Rejuvenating: Services to modernize F&B outlets, refresh their brand image, and enhance customer experiences.

This collaboration aims to provide F&B businesses with the tools and expertise they need to navigate the challenges and capitalize on the opportunities in the evolving Cambodian market.

Direct Quotes:

Florian Bohême, Managing Director, b. Consulting Cambodia: "This partnership is a game-changer for the Cambodian F&B industry. We're combining our strengths to offer a one-stop solution for businesses looking to succeed in this exciting market."

Yorn Sophearith, Founder and Managing Director, BizKhmer Digital Media: "We're not just helping businesses survive; we're empowering them to thrive. This partnership will provide the fuel for F&B businesses to reach their full potential."

Indirect Quotes:

Mr. Florian emphasized the importance of combining operational expertise with effective digital marketing to achieve sustainable growth in the F&B sector.

Mr. Sophearith highlighted the partnership's commitment to providing innovative solutions that address the unique challenges faced by F&B businesses in Cambodia.

Navigating Sustainable Tourism in the ASEAN Region: Insights from Ms. Catherine Germier-Hamel

In a world where sustainable tourism is essential, Ms. Catherine Germier-Hamel is a leader in the field. With over 30 years of experience in Africa, Latin America, and Asia, she promotes tourism practices that honor cultural heritage and protect the environment.

Recently, Ms. Catherine Germier-Hamel participated in the last UNESCO webinar titled “Addressing the Challenge of Plastic Use in Travel: From Policy Formulation to Practical Application.” The seminar explored strategies for reducing plastic waste in the tourism sector. This UNESCO series focuses on tourism in waterside cities across the ASEAN region and aims to support the sustainable development of the ASEAN tourism industry, which boasts a rich cultural heritage and is experiencing significant growth.

In conjunction with this, b.Consulting has been collaborating with UNESCO to help Cambodia’s tourism sector adopt sustainable best practices, ensuring that its development benefits both the environment and local communities.

But why do we focus on Tourism?

“Tourism is a cornerstone of the Hospitality and Food & Beverage industries. By embracing sustainable practices, we enhance the guest experience while benefiting local communities and the environment. Remember, a thriving tourism sector directly supports and drives the success of hospitality and F&B businesses.”

Now, let’s explore Ms.Catherine insights on how to achieve these goals and see how this is also beneficial for Cambodian Business.

1. Catherine - could you provide your biography please?

“I am Catherine Germier-Hamel, a French professional in sustainable tourism development, marketing, and branding, with over three decades of experience across Africa, Latin America, and Southeast/Northeast Asia. My career began in environmental utility management in developing nations, which laid the groundwork for my focus on sustainability. In 2005, I transitioned to sustainable tourism and relocated to South Korea at the same time. I started to promote sustainable wine tourism then worked as F&B Marketing Manager at Novotel Gangnam Hotel. From 2008 to 2014, I served as the Director of Global Programs at the ST-EP Foundation, established in Seoul under the Sustainable Tourism for Eliminating Poverty (STEP) initiative of the World Tourism Organization (UN Tourism). In 2014, I became an independent consultant and for two years, I founded Millennium Destinations, an impact-driven and human-centric tourism consultancy, and I co-founded the travel platform Herost in 2019. I then moved to Cambodia early 2022 as the CEO of Destination Mekong, a Destination Management and Marketing Organization promoting sustainable tourism ecosystems in the Mekong region. In July 2024, I joined the World Bank as a part-time consultant for the Cambodia Sustainable Landscapes and Ecotourism Project (CSLEP). I hold a master’s degree in business administration, and a postgraduate degree in Sustainable Tourism Development.”

2 What are the primary challenges that ASEAN nations currently face as they work to transition their tourism sectors towards more sustainable practices?

“I would say the most common and universal challenge in transitioning towards more sustainable practices is moving from good intentions to action. The concept of sustainability is still vague for many, and in the absence of easily understandable and accessible guidelines and standards, the usual approach is business as usual. There is a general lack of knowledge and awareness of sustainability principles that can guide more positive and responsible behaviors, both from consumption and production, and demand and supply perspectives.

As ASEAN nations work to transition their tourism sectors towards more sustainable practices, they face significant obstacles, particularly in reducing waste and pervasive plastic pollution, especially single-use plastics. It is essential to be pragmatic, holistic, and realistic in addressing these challenges. Plastic pollution not only harms ecosystems and people’s health but also contributes to eco-anxiety, especially among the youth, which can be paralyzing. However, the younger generations are particularly desperate for change and are the ones who can drive grassroots initiatives. To effectively tackle these issues, they need to be educated and guided.”

3. Based on your extensive experience, could you elaborate on some of the most innovative or impactful initiatives you have observed tourism stakeholders implementing to significantly reduce plastic waste?

“Plastic is ubiquitous, and to be honest, it is very convenient and handy. On the other hand, single-use plastic is an aberration. It is too easily disposable, and there are no specific incentives or strong deterrents to stop using it. In addressing plastic waste, I recommend both sanctions and incentives throughout the entire customer journey, starting from the planning stage and continuing through their arrival, accommodation, transportation, activities, experiences, and food and beverage choices, among others. Even before they arrive at their destinations, especially when traveling by air, tourists are already using a copious amount of plastic.

It's crucial to make travelers commit to sustainable practices and send them both overt and subliminal messages about reducing plastic use. If negative behaviors can become viral, so can positive ones—good practices can spread and create a ripple effect. Everyone can play a positive role in this effort, especially professionals in direct contact with travelers, such as drivers, front office staff, waiters, and tour guides. These individuals can influence tourists' behavior through their actions and communications, reinforcing the importance of sustainability at every touchpoint.

It is also important that all stakeholders in the tourism industry work in unison. Local communities play a vital role in these efforts as they are at the center of any travel experience and are directly affected by the negative impacts of tourism activities. But are they aware of the danger of plastic while they probably don’t know other alternatives? The basic rule of hospitality is to welcome guests in a tidy and clean environment, which is not only a matter of dignity but also brings direct and indirect benefits. Understanding the "why" behind these actions is essential for creating lasting change.”

4. How crucial is the integration of intangible cultural heritage and creativity in promoting sustainable tourism models, particularly within ASEAN waterway cities?

“Integrating intangible cultural heritage and creativity is crucial in promoting sustainable tourism models, particularly in ASEAN waterway cities. By leveraging cultural heritage, we create unique experiences that foster environmental stewardship and reduce reliance on plastic. This approach preserves cultural identity while encouraging sustainable practices among both tourists and locals.

Through soft power, the integration of these cultural elements creates a strong sense of place, leading to deeper connections between visitors and local communities. Such connections enhance awareness of the locals' needs and expectations, promoting greater respect and appreciation for their hospitality, uniqueness, and values. When tourists engage with the local culture in a meaningful way, they contribute to preserving that culture and supporting sustainable tourism models that benefit both the environment and the community.”

5. From your perspective, what are the most important ways that prominent international organizations such as UNESCO can effectively support ASEAN countries in achieving their tourism sustainability objectives?

“To effectively support ASEAN countries in achieving their tourism sustainability objectives, international organizations like UNESCO should ensure that their efforts are coordinated and harmonized to maximize impact. These efforts must prioritize empowerment and inclusiveness, making sure no one is left behind. Additionally, encouraging independence and proactivity among ASEAN nations, while keeping strategies simple and practical, is essential.

UNESCO can also promote public-private partnerships that drive meaningful change. With numerous global and regional initiatives available, ASEAN countries can easily join these efforts. International organizations, particularly UN agencies, can set global standards and disseminate good practices to foster commitments and, most importantly, the development of actionable plans.

A prime example is the Global Tourism Plastics Initiative, led by UNWTO and UNEP in collaboration with the Ellen MacArthur Foundation and supported by an Advisory Group. This initiative unites the tourism sector behind a common vision to address the root causes of plastic pollution. It encourages businesses, governments, and other tourism stakeholders to lead by example, transitioning towards a circular economy for plastics.

UNESCO can support ASEAN countries by facilitating knowledge exchange, providing technical assistance, and promoting best practices in sustainable tourism. By fostering collaboration among stakeholders, UNESCO can help implement scalable solutions that enhance the sustainability of the tourism sector and address critical environmental challenges, such as plastic pollution.”

6. As an expert, what advice would you give to tourism businesses in ASEAN on reducing plastic waste and becoming more environmentally sustainable?

“To reduce plastic waste, they should primarily focus on reducing plastic waste and eliminating single-use plastic in their operations. They should also adopt viable alternatives that meet the needs of all stakeholders. The traditional refuse-reduce-reuse-recycle approach should be complemented by RElating to the local communities, REconsidering current practices, and REprogramming personal and organizational habits. Behavioral change should focus on gains rather than losses, using nudges to promote sustainable production and consumption patterns. It is crucial for all stakeholders to work together at a destination level to achieve meaningful change.

In conclusion, while plastic is a convenient material that will not disappear, the absurdity of single-use plastics must be addressed through collaborative efforts and innovative solutions that prioritize the wellbeing and dignity of host communities. A strong political will and a stronger focus on the underlying reasons for cleanliness and hygiene are essential in driving these changes.”

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Millennium Destinations

Positive Places, Practices, Experiences

Sustainable Tourism Development, Marketing, and Branding

Contact Information:

Phone: +855 812 911 74

Email: catherine@millenniumdestinations.org   

Website: www.millenniumdestinations.org  

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Contact b.Consulting

(+855) 10 518 700

Email address: contact@bconsultingcambodia.com