CASE STUDYCASE STUDY: : Makati City HotelMakati City Hotel

Makati City Hotels

Dusit Thani ManilaThe Ascott Makati

Hotel Intercontinental ManilaThe Mandarin Oriental

Makati Shangri-LaRenaissance HotelManila Peninsula

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

• 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

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”

- “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)

- 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

-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

“An experience that enlivens the individual spirit no matter what their

journey.”

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

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

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

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

BACK

The Ascott Makati

Location: - Glorietta 4, Ayala Centre, Makati City 1224, Philippines- Airport: Ninoy Aquino International Airport (30 minutes drive)

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

- 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

- 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

- 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

Advantages

Location: Shops and restaurants all within walking distance and just 30mins from the airport

Gym: opens early and closes lateOffers delightful breakfast

Disadvantages

Internet connection: very slow and unstable• Business trips would be disastrous• Consider external service provider

BACK

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

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

- 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

- 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

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

Disadvantages

Rooms are old and outdated Service staffs are inefficient Internet access is expensive

BACK

The Mandarin Oriental

Location: Makati Avenue Makati City 1226 Metro Manila, Philippines

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

- 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

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

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)

BACK

Makati Shangri-LaLocation:

Ayala Avenue corner Makati Avenue, Makati City 1200 Philippines

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

- 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

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

• 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

DisadvantagesLack of lobby seating

BACK

Renaissance HotelLocation:

Esperanza Street Corner Makati Avenue, Makati City, 1228 Philippines

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.

- 2005: Marriott acquired most of the remaining New World/CTF owned Renaissance Hotels in North America and Europe

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

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

BACK

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

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

AdvantagesElegantly furnished in classic style Rooms:

• 498 rooms and suites provide modern• technologically advanced conveniences • including complimentary broadband

Internet access for all hotel guests

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

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

DisadvantageSome times other hotel staffs don’t

pay much attention