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CASE STUDYCASE STUDY: : Makati City HotelMakati City Hotel
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Makati City Hotels
Dusit Thani ManilaThe Ascott Makati
Hotel Intercontinental ManilaThe Mandarin Oriental
Makati Shangri-LaRenaissance HotelManila Peninsula
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Dusit Thani Manila
Location: - within walking distance to shopping and entertainment complex, and the Metro Rail Transit (MRT) station- within Ayala Center and close proximity to the Philippine Stock Exchange, Ayala Museum, Greenbelt (Lifestyle Center), and Santuario de San Antonio Church
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• Ninoy Aquino International Airport - 8 km• Metro Rail Transit: Ayala Station - 0.25 km• SM Makati (Shopping Center) – 0.10 km• Glorietta Mall – 0.25 km• Greenbelt (Lifestyle Center) – 0.5 km• Philippine Stock Exchange – 1.5 km• Ayala Museum – 0.5 km• Santuario de San Antonio Church – 2.0 km
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History: - Dusit Group (now Dusit International) dates back to 1949: Honorary Chairperson, Thanpuying Chanut Piyaoui, opened her first hotel, “Princess” in Bangkok- Dusit Thani Bangkok opened in February 1970
- King Rama IV devised a Utopian concept in 1918, named Dusit Thani, meaning “Town in Heaven”
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- “Dusit”: mythological name for the fourth of the seven levels of heaven- King Rama VI added “Thani”: Town in Thai- 1987: first resort property, Dusit Thani Pattaya followed by Dusit Thani Phuket- 1989: Dusit Resort and Polo Club opened in Cha-Am/Hua Hin (now renamed Dusit Thani Hua Hin)
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- 1991: Dusit Thani Chiang Mai opened followed by Chiang Rai (Northern region)- 1991: partnership with three other international companies = Melrose Investment Partnership- 1993: Thanpuying Chanut set up Dusit Thani College; alliance with Le Cordon Bleu - 1994: Dusit Balikpapan in Balikpapan, Indonesia and Dusit Mangga Dua, in Jakarta, Indonesia
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-1995: Hotel Nikko Manila came under the management = renamed the Dusit Hotel Nikko, Manila - 2001: Dusit Thani Dubai, United Arab Emirates opened; employees were recruited from Thailand - November 2006: brand extension – the Dusit Lifestyle Collection with dusitD2 hotels & resorts = city of Chiang Mai
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“An experience that enlivens the individual spirit no matter what their
journey.”
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Advantages Location: near malls, restaurants
and public transport• airport about 15mins – without traffic • near busy road but could never hear the
traffic Thai themed hotelGym: 24 hour; felt more like a fitness
centre; few old equipment
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Outdoor pool: small and did get over crowded
Rooms:• lighting system: room serviced or
wished not to be disturbed• flat screen tv, safe, mini bar, kettle with
coffee and tea, bath robe, slippers and other bathroom essentials
• Includes breakfast
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Disadvantages Front Office:
• service was a bit slow• guests = hardly noticed and not greeted• telephone = rang for 3 mins; no one picked up• when asking information: wait at least 8mins;
never apologized for the delay• massive lobby with no adequate man power• manager: pestering her staff when there was a
line of people
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Price on their web site does not included taxes = different price upon check in
Prices are high: internet access about 20 Dollar / day
very small rooms and bathrooms; old but clean
no separate shower and bathtubsmall selections of amenities
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The Ascott Makati
Location: - Glorietta 4, Ayala Centre, Makati City 1224, Philippines- Airport: Ninoy Aquino International Airport (30 minutes drive)
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History: - World's largest international serviced residence owner-operator with a global presence spanning over 60 cities in more than 20 countries- merged from: Scotts Holdings, Pidemco Land, Somerset International, Liang Court, Stamford Group and DBS Land, as well as Citadines - 1984: Scotts Holdings: Asia Pacific's first international-class serviced residence – The Ascott Singapore - Citadines acquired Orion, its main competitor
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- 1999: Somerset International acquired Liang Court Holdings, - Scotts Holdings merged with Stamford Group - 2001: Ascott Group Limited was listed following the merger of Somerset Holdings: 6,000 serviced residence units in 16 cities across 10 countries - 2002: Ascott acquired a 50 percent stake in Citadines: 5,000 units in 18 cities across France, the UK, Belgium, Spain and Germany
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- 2004: completed acquisition of the remaining 50 percent interest in Citadines; now has three brands: Ascott, Somerset and Citadines- 2005: Somerset Palace, Seoul, South Korea's largest serviced residence- world's first pan-Asian serviced residence REIT, the Ascott Residence Trust (Ascott Reit), was established and listed on 31 March 2006 in Singapore
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- 2007: added Russia, Kazakhstan and Georgia to its global portfolio – boosting its presence to 23 countries- 2008: Australia with its first Citadines in the country;- 2009: opening of Citadines Singapore Mount Sophia and Citadines Tokyo Shinjuku - celebrate 25 years in the serviced residence business
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Advantages
Location: Shops and restaurants all within walking distance and just 30mins from the airport
Gym: opens early and closes lateOffers delightful breakfast
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Disadvantages
Internet connection: very slow and unstable• Business trips would be disastrous• Consider external service provider
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Hotel Intercontinental Manila
Location: - 1 Ayala Avenue, 1226 Makati City, Philippines- From Ninoy Aquino Avenue turn left to NAIA Road, right to Domestic Road, right to Andrew's Avenue and follow this road to the Terminal 3 roundabout going back to turn right at Aurora Boulevard, right to EDSA, follow route of MRT, left to Ayala Avenue, left to Hotel Drive
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History: - Pan American World Airways had a vision of mass civilian international business and leisure air travel = hotel brand - InterContinental Hotels & Resorts- 1940’s: InterContinental Hotels & Resorts is born as the International Hotels Corporation on 4 April, 1946 in Belém, Brazil - 1950’s: first Caribbean properties
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- 1960’s: presence in the Middle East, Asia/Pacific and Africa- 1970’s: U.S. market, assuming operations for the Hotel Mark Hopkins in San Francisco (now InterContinental Mark Hopkins San Francisco) and InterContinental New York (now InterContinental The Barclay New York)- 1980’s: InterContinental New Orleans, InterContinental Miami and InterContinental The Willard Washington, D.C
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- 1990’s: re-enters the Mexican market: Cancun, Cozumel, Mexico City, Los Cabos, Puerto Vallarta, and Ixtapa - 2006: launches Concierge Programme and Aston Martin Racing sponsorship and opens hotel in Boston, Massachusetts, United States- 2008: partners with National Geographic- 150 hotels in 65 countries- global standards with the distinctive cultures of their locations to deliver a truly authentic and local experience
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close to Shopping Malls like Glorietta malls and SM Mall
easy access near the corporate buildings and companies
close to restaurants and other entertainment area in Greenbelt
Advantages
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Disadvantages
Rooms are old and outdated Service staffs are inefficient Internet access is expensive
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The Mandarin Oriental
Location: Makati Avenue Makati City 1226 Metro Manila, Philippines
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History: - 1963: started in Hong Kong- 1974: Mandarin International Hotels Limited was formed as a hotel management company- acquisition of a 49% interest in The Oriental, Bangkok
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- 1985: renowned properties under a common name, Mandarin Oriental Hotel Group - 41 hotels representing over 10,000 rooms in 25 countries
• 17 hotels in Asia • 14 in The Americas• 10 in Europe and North Africa
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AdvantagesStaff: very welcoming and
remembers guests’ namesSpa: sensationalRooms: spacious and well equipped
for the business travelerstries to go the extra length to please
their customers
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Disadvantages
Location was not to the interviewee’s liking
Bed sheet had a cigarette burn in it and the guest had been bitten by bed bugs (according to our interview)
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History:- (traditional Chinese: 香格里拉酒店集團 , SEHK: 0069)- hotel chain based in Hong Kong- 1971: first and flagship hotel in Singapore - now has 55 deluxe hotels and resorts located in key Asian, Australian and Middle Eastern cities with a hotel-room inventory of over 27,000
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- 1989: sister brand called Traders Hotel: for the business travelers- 2006: Giovanni Angelini, Chief Executive Officer and Managing Director of Shangri-La Hotels and Resorts: "2006 Corporate Hotelier of the World" by HOTELS, the magazine of the worldwide hotel industry- Madhu Rao: recently promoted as CEO & Manging Director
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Advantageshigh level of personalized serviceHorizon Club rooms:
• access to the private Horizon Club lounge
• business centre• Offers afternoon tea and evening
cocktails and canapés• Free laundry and dry-cleaning• Late check-out • Free local telephone calls
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• Guests reserving value rate/non-discounted rate receive many special amenities including complimentary airport transfers
• International direct dial calls and faxes at cost, and free broadband internet access
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DisadvantagesLack of lobby seating
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Renaissance HotelLocation:
Esperanza Street Corner Makati Avenue, Makati City, 1228 Philippines
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History: - 1982: originally founded as Ramada Renaissance Hotels- 1989: Ramada hospitality and franchise system was acquired by New World Development Company of Hong Kong- 1996: New World acquired Stouffer Hotels Co. from Nestle- 1997: Marriott acquired the Netherlands-incorporated Renaissance Hotel Group N.V.
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- 2005: Marriott acquired most of the remaining New World/CTF owned Renaissance Hotels in North America and Europe
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Advantages
Location: • A step away from the Greenbelt mall • very good access to business locations• plenty of good restaurants in the area• about 20 minutes to the international
airport • and about the same to the Mall of Asia
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DisadvantagesBusiness center:
• Charges high price• The mall can cater more to the needs of
the guest (cheaper)Competition:
• Very intense• Guests could look for better hotels with
reasonable prices
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Manila PeninsulaLocation:
Corner of Ayala Avenue and Makati Avenue in in the central business district of Makati City, in Metro Manila. It is located also in Barangay Urdaneta
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History: - built to coincide with the hosting of the International Monetary Fund conference in Manila- "Jewel in the Capital's Crown“- The Pen consists of two wings, which host all 468 rooms and suites- The hotel's roof was the scene of Filipino singer Regine Velasquez's performance for 2000 Today telecast
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AdvantagesElegantly furnished in classic style Rooms:
• 498 rooms and suites provide modern• technologically advanced conveniences • including complimentary broadband
Internet access for all hotel guests
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Standard room amenities:• work desk • fax machine • 2-line IDD phones • voice mail • bedside control panel• black-out drapes• mini-bar• in-room safe large enough for a notebook PC• stereo • iron and ironing board and marble bathroom
with separate bathtub and shower
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Club Floor:• designed with the needs of business
travelers• an exclusive Club Lounge• serving complimentary continental
breakfast • afternoon tea and cocktails• a boardroom • Business center• Butler service
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DisadvantageSome times other hotel staffs don’t
pay much attention