Pan Pacific Hotels Group - Operations Management System Tools - Case Study Example

Pan Pacific Hotels Group (Pan Pacific, Perth Australia) Name Institution Pan Pacific Hotels Group (Pan Pacific, Perth Australia) Introduction Pan Pacific Hotels and Resorts have unique and notable brands. It welcomes guests with a spectacular inviting portfolio rich with luxurious hotels, world-class resorts and serviced modern suits which have a resounding over 6000 rooms in major and strategic destinations throughout Asia Pacific and the greater North America and Australia. The hotels have their headquarters in Singapore. The Hotel Groups possess and or runs over 30 hotels, marvelous resorts and distinguished suites. It is composed of two highly prestigious and greatly acclaimed brands; that is the Pan Pacific Hotels and Resorts and the Parkroyal Hotels and Resorts (Pan Pacific Hotels and Resorts, 2014). Pan Pacific was initially conceived and finally constructed as the luxury and outstanding hospitality brand that was to serve the Pacific Rim. Even as the region was predominantly by cultural and other stylistic references, the hotel management noted that this aspect could compromise the brand identity and even the entire guest experience more conspicuously (The Brand, 2015). The Hotels therefore, embarked on an extensive exercise of gathering visual source materials from the artifacts rich Pacific Rim; these included indigenous design, naturally occurring, cultural and other architectural designs and or colour palettes. Its brand’s vocabulary was drawn and decorated in a cohesive design (Pan Pacific Hotels and Resorts, 2014). At the end of the financial year 2012, Pan Pacific Perth had 486 rooms and founded on a 23 storey hotel tower. It had a four-level extension wing. It is located at the corner of Adelaide Terrace and the Hill Street in Perth Austria. The hotel was completed in the year 1973. It stands on a 31,513 sqm piece of land. It had car park facilities of 220 vehicles. As at the end of 2012 financial year its value was S$206.5 million (Pan Pacific Hotels Group, 2012). Background Information The Pan Pacific Hotels and Resorts have had over 30 years of business excellence and great success. It represents a coveted value proposition in the industry (hotel management). It has vast experience in managing and coordinating upscale accommodation. This presents them with an opportunity to partner and generate strong and stable returns thus enhancing the value of their asserts. Moreover, the hotels have modest size. This enables them to be flexible, greatly attentive and also responsive to all their clients (Pan Pacific Hotels Group, 2012). The hotels have strong operational excellence. Most of their customers enjoy this well established achievement. They strive to keep this complete efficiency in their operations. This core competency helps them delight their guests based on their ability to offer personalized service. Indeed the hotel management has placed great emphasis on the development and training of its human capital. It has invested on the state-of-art more or less driven by its staff. It hires competent employees that are equipped by customer-oriented technologies (Pan Pacific Hotels and Resorts, 2014). The hotel uses the Operations Management System tool. This tool is critical enabling it to track its performance based on a monthly scorecard. It also has a customer-led evaluation system founded on an online Electronic Guest Comment Card (EGCC). Furthermore, the hotel management ensures operational consistency based on its Product and Services Standards; that is normally complemented by a stable business operations support network composing of Operations, Finance, Performance Management, Human Capital and Development, and Technical Services (Pan Pacific Hotels and Resorts, 2014). The hotel has a premium that enables its clients to extend their stay in its facilities (extended-stay product). The Pan Pacific modern and Serviced Suites are designed to meet the desires and needs of its guests; especially those who need accommodation for a long duration like weeks or even months running. The hotel management strives to keep its brand promise. It offers great personalized service. The serviced accommodation is greatly reassuring. The touch is round-the-clock; it employees Personal Assistants who are handy. They provide the guests with every access to all that they require. This makes their stay in these facilities to be comfortable as much as possible. The management is keen to inculcating long lasting memories in their clients (Pan Pacific Hotel Perth, 2015). Pan Pacific Perth has great passion for its clients. They are very innovative and so much educative. The Hotel has been able to create “We are Pan Pacific” culture. The culture enables its associates to be the greatest brand ambassadors. It has heavily invested in its human resources as its first greatest assert. This has enabled its business to flourish for a long time (Pan Pacific Hotels and Resorts, 2014). “We are Pan Pacific” culture entails the driving force that is behind all its associates. The Pan Pacific Hotels and Resorts count their success based on this culture. it is a pivotal component of its associates’ training programme. It is also at the core of personalized service and attention. Guests are destined to receive every bit of the Pan Pacific properties. The hotel is dedicated to learning so that it is able to understand the taste and preferences of every client. It also ensures that its rooms and other facilities are a true reflection a personal touch (Pan Pacific Hotels Group Limited, 2012). The hotels have had a series of accolades. In very many years now, various hotels under the umbrella of Pan Pacific; across Asia Pacific, Australia, and North America, have continued to be honored with various prestigious global awards and accolades for its harmonious and world class blend of Luxurious accommodation, distinguished and exquisite amenities and great service (Pan Pacific Hotels and Resorts, 2014). The hotel has key strengths such as the PANTHER. It has a robust and a fully inclusive and integrated supply chain and distribution system. It greatly serves as single entity. It works on a platform that connects and well established network of supply chains and distribution channels. It draws revenue, efficiency, accuracy in managing room inventory, thus facilitating 24/7 within its real-time reservations. Moreover, the management has highly advanced sales and other marketing avenues and capabilities (Pan Pacific Perth, 2015). These strengths include: 1. A Global Distribution System (GDS) - this system enables the management to track information from its clients. It has over 500,000 travel agents that normally obtain information, details, and book and finally confirm rooms on the spot. 2. Global Sales Offices – the hotel has its sales offices located at strategic positions across the world. It has offices in Hong Kong, London, New York, San Francisco, Shanghai, Singapore, Sydney and Tokyo. This enables its clients to conduct their transactions with ease and convenience (Pan Pacific Hotels Group Limited, 2013). 3. Global Call Centre – the management has established an effective global toll-free center that addresses and offers reservations services. 4. Panpacific.com – this site offers Best Rate Guarantee. It is intended to win and maintain client loyalty and maximize profit margins drawn from room sales. 5. Pan Pacific Information System – the hotel has an active customer recognition programme (CRM). This develops and maintains value addition from customers. 6. A Revenue Management System – the hotel rides on an advanced revenue management system. This enables its hotel, resorts and modern serviced suites; to maximize and optimize rooms, services and other products rates to attain maximum revenues. 7. GHA Discovery – this amenity works on unique platform. Unlike the known loyalty programmes, the GHA Discovery enables members to occasionally redeem benefits whenever they visit any member hotel of the entire Global Hotel Alliance. This programme guarantees members a wealth of local experience and amazing lots of benefits at various hotels (MacKinnon, 2006). 8. Global Airline Frequent Flyer Partnerships – the Pan Pacific Perth Hotel incredibly benefits from these partnerships. The Pan Pacific Hotels has over 20 Global Airline that they partner with. Guests are rewarded and this also increases marketing-segmentation opportunities (Pan Pacific Hotels Group Limited, 2013). Section Three This section will review the reservations of Pan Pacific, Perth Hotel based on the facilities management. It will focus on both successes and failures of the facilities’ management. The analysis will be based on the maintenance, design; refurbishing, repairs and other aspect addressing issues of management of facilities (See the appendix). Here are some of the sampled views and opinions of Pan Pacific, Perth Hotel. They are varied both on a positive and negative note. Positive Negative Friendly staff – the hotel management has employed very qualified and highly courteous. They are helpful to clients and are willing to sacrifice any other thing to attain customer satisfaction The hotel is dusty. This has been attributed to by the construction works been undertaken at the site; which is intended to give the Hotel a face lift. The location of the Hotel Pan Pacific, Perth is strategically set. It faces the Perth river hence the clients receive natural air conditioning from the air currents drawn from the river The hotel has uncoordinated and a poorly set customer services center and reservations implementation unit The Hotel has a unique five star luxury. The room amenities are superb and greatly modern. It has a unique and a very beautiful décor The Hotel has poor interior and exterior designs that is causing it to score low in the global hotels rankings The view is spectacular. It has a well decorated modern balcony. Customers can easily get an aerial over-view of the town. Currently, the Hotel Pan Pacific, Perth has no Contact Center Staffs. This fact has constantly derailed its associates-customers relationships. Hence poor service delivery. The hotel is very spacious. Very bright, new, and or clean The Hotel has not installed current sophisticated telephony selection systems. This has caused predominant communication barriers within the Hotel both internally and externally. The prices are relatively market and pocket friendly Property enhancement. The Hotel has poor brand marketing strategies. This has resulted in low customer-base. Meals selection is extensively varied especially the breakfast offered. Poor customer experience rejuvenation techniques. Section four This section will give clear-cuts and possible solutions to the issues raised in section three. The Pan Pacific Perth hotel has embarked on an extensive refurbishment throughout its guest-rooms with a view to improve its outlook and achieve customer satisfaction (TripAdvisor, 2015). The Pan Pac Perth hotel has also collaborated with the Hyatt International Corporation. This alliance is in its bid to improve its services. It is sharing its services center and reservations implementation unit with Hyatt (a leading global hotel management company). This association will enable Pan Pacific Perth to (Hyatt International Corporation, 2014): Select a good site on the dawn of its expansion, and or be able to give a better space planning. It will also offer Pan Pac Perth an office layout and great both exterior and interior designs meeting the world- class standards (Hyatt International Corporation, 2014) It will also help the Pan Pac Perth to determine great manning requirements. This association will also help Pan Pac Perth to realize the urgency of Contact Center Staffs hence their subsequent recruitment and finally training. This will improve the associates-customers relationship hence improved service delivery (Hyatt International Corporation, 2014). Hyatt being an international and predominant hotelier will assist the Pan Pac Perth to establish a Wide Area Network selection. The Pan Pac will finally upgrade its internet connections and current digitalization. This will help the hotel give a quick redress the customers’ concerns and dissatisfactions. These will also enable this hotel to be at par with its competitors and equally grab awards (Hyatt International Corporation, 2014). Telephony systems and selection – the hotel should be able to select and install current telephony systems. This will assist in effective, efficient and convenient communications within and out of the hotel settings. Customers will be quickly attended to at the press of the right baton (Pan Pacific Group Hotels, 2014). Information Technology Infrastructure planning; the Pan Pac Perth hotel should have well designed modern and sophisticated information technology equipment. They should be well planned and fully installed to improve efficiency and effectiveness of the hotel (Pan Pacific Hotels Group, 2012). Implementation planning; the Pan Pac Perth hotel management has a fundamental role of setting an effective implementation committee. The committee will be able to handle and address customer reservations. It will also help in the day to day operations of the hotel. The committee will certainly perform the role of disciplinary to the sluggish and lazy associates. Hotel Pan Pac Perth should employ a team of technocrats that will advice the management on business processes; for instance, planning, implementing, sales and marketing and other promotional activities. This will assist the hotel to rebrand itself and create a business niche among many equals (Pan Pacific Hotels Group Limited, 2012). The hotel should strive to carry out key property enhancements with a view of attracting more tourists. It should invest in its brand and improve its services to tap on many tourists visiting Australia (Pan Pacific Group Hotels, 2014). It must strive to improve its customer-base. This will assist it to flourish in growth markets and also create a business-segment. It must conduct constant strategic brands promotion and campaigns to be able to maintain and attract new clienteles (Pan Pacific Group Hotels, 2014). The hotel management has an obligation of rejuvenating clients’ experiences both at different stages. Owned and managed hoteliers should impress their guests with new and spectacular trends (Pan Pacific Hotels Group Limited, 2013). The management should constantly invest in its renowned brands. There should be a complete transformation on the online engagement expectations and experiences with its clients through new corporate and even brands websites (The Brand, 2015). In conclusion, hospitality industry remains to be greatly dynamic. It constantly changes and news ideologies, innovations and technological advancements keep cropping. The Pan Pacific Hotels, Resorts and Serviced Suites have constantly struggled to be current. The two brands that are the Pan Pacific and the PARKROYAL have remained a force to reckon with. They have strived to achieve world class recognition; scoping major awards and coveted rejoinders (Pan Pacific Group Hotels, 2014). However, just like any other business, it has continually faced stiff completion from similar industry players. To be able to attain its full actualization and customer loyalty, the hotel Pan Pacific Perth must be able to amend the mess mentioned by the customers above; for instance, poor sanitation, old curtains, reluctance of some associates, dirty stained chairs, and or the little space of the restaurant (TripAdvisor, 2015). The hotel management should ensure that the facility is superseding clean, well –weep, old curtains are replaced, old chairs are replaced and expansion of bar and restaurant quarters. The hotel should further implement major facelift proposals mentioned above (Pan Pacific Perth, 2015). References House, K. (2011). Offshore hotel investors undeterred by strong Aussie dollar - Press Release. Melbourne: CBRE. Hyatt International Corporation. (2014). Pan-Pacific Shared Services Centre and Reservations Contact Centre. Sydney: Biko Technologies. MacKinnon, R. (2006). Global Hotel Alliance Welcomes Omni Hotels, Appoints CEO, Prepares for Expansion. Berlin: Global Hotel alliance. McNikol, G., & Olsen, S. (2013). Hayman Revealed as Newest Hotel 'Hotspot' on the Great Barrier Reef . Sydney: McLaren International - Press Release. Pan Pacific Group Hotels. (2014). Pan Pacific - Singapore. Marina Square: Global Hotel Aliance. Pan Pacific Hotel Perth. (2015). Pan Pacific Hotel Perth. Retrieved April 2nd, 2015, from Facebook: https://m2.facebook.com/panpacificperth?fc=f&showPageSuggestions&_rdr Pan Pacific Hotels and Resorts. (2014). PanPacific Brochure. Singapore: Pan Pacific Hotels Group. Pan Pacific Hotels Group. (2012). Breaking New Ground 2012 Annual Report - PARKROYAL. Singapore: Pan Pacific Hotels Group. Pan Pacific Hotels Group Limited. (2012). 2011 Full Year Results Briefing. Singapore: Pan Pacific Hotels Group. Pan Pacific Hotels Group Limited. (2013). 2012 Full Year Results Briefing. Singapore: Pan Pacific Hotels Group. Pan Pacific Hotels Group. (2014). Pan Pacific Xiamen. Fujian - China: Pan Pacific Hotels Group. Pan Pacific Hotels Group. (2010, December 21st). Press Releases (2009-2010). Retrieved April 2nd, 2015, from Pan Pacific Hotels Group: www.pphg.com/press_releases_archive.html Pan Pacific Hotels Group. (2015). Welcome to Pan Pacific Perth. Retrieved April 2nd, 2015, from Perth: m.panpacific.com/en/hotels-resorts/australia/perth.html Pan Pacific Perth. (2015). Pan Pacific Perth. Retrieved April 2nd, 2015, from Hotelplanner: www.hotelplanner.com/Hotels/170747/Reservations-Pan-Pacific-Perth-Perth-207-Adelaide-Terrace-6000 The Brand. (2015). Pan Pacific Hotels and Resorts - Redifing brand experience across all the senses. Retrieved April 2nd, 2015, from The Brand Union: www.thebrandunion.com/node/179 TripAdvisor. (2015). Pan Pacific Perth. Retrieved April 2nd, 2015, from Tripadvisor: www.tripadvisor.com/Hotel_Review-g255103-d256474-Reviews-Pan_Pacific_Perth_Perth_Greater_Perth_Western_Australia.html UOL CHANNEL. (2014 - MCI (P) 104/02/2014. Vol.02.2014). Dedicated to Creating a Masterpiece. A Publication of UOL Group Limited , 1-4. UOL Channel. (2011). Engaging the Community Through Sports. A Publication of UOL Group Limited (Vol. 03-2011) MICA (P) 115/01/2011 , 1-4. UOL Group Limited. (2008). Financial Year - 2007 Annual Report. Singapore: UOL Group Limited. Wiseman, L. (2015, January 29th). Pan Pacific Hotels to develop PARKROYAL Parramatta. Retrieved April 2nd, 2015, from ETB Travel News: australia.etbtravelnews.com/241732/pan-pacific-hotels-develop-parkroyal-parramatta/ Appendix Section 3 Post on the official Face-book page for the Pan Pacific Perth Hotel; Kelly Bennie “Very overpriced, not well maintained rooms (holes in curtains, dirty stained chair in the room I stayed in) accidentally received wake- up call at…” (December 6, 2013) (Pan Pacific Hotel Perth, 2015) Johnnie Diesel “Stayed in nicer rooms at my mates place, staff seemed uninterested and had all style of a public library in the 70’s” (January 16, 2014) (Pan Pacific Hotel Perth, 2015) Nicole H “Amazing hotel! Given an upgrade for a small extra fee. Rooms were beautifully luxurious and so clean. Staffs were amazingly helpful. Nothing better than being able to soak in the spa while watching tv (using the built in bathroom speakers. Will definitely be back” (TripAdvisor, 2015) GLOBETROTTERS “Chose ‘Pan Pac’ for our base as we were travelling from the UK to get married on Cottesloe Beach. Hotel upgraded us to a club king room with an oversized marble bathroom .. Wow, it was one of the best rooms we had ever stayed in anywhere! We had access to the club lounge & all it’s…” (TripAdvisor, 2015) Geff D “Says ‘Nothing terrific’ we stayed here for 4 nights to see a concert at the Perth arena – it’s OK but nothing great. The room we had faced the swan river but unfortunately the windows were really dirty (understandably it’s not a job that is undertaken frequently). The room was adequate, TV was in a weird position to the bed and I must…” (TripAdvisor, 2015) Mossk92 “I went here on the advice from a colleague who loved it – I was disappointed. But it could just be he hyped it up so much. The rooms were really spacious and I had a great view. I only ate I house for the buffet breakfast which was extensive however let me down in the hot breakfast area. Not a…” (TripAdvisor, 2015) CapeGranny “We booked a 4-night stay here for mid-February prior to picking up a cruise but did so with some reluctance because of the reviews. Let’s first say that Perth hotels are pricey – lots of people want to go that wonderful city and the building boom hasn’t quite caught up with the demand. We were absolutely delighted with our experience…” (TripAdvisor, 2015) Dancerstansted says”Check on the refurbishment programme before booking. Lovely views nice room, but affected by building noise. Food okay at breakfast, evening preferred to go elsewhere. Bar staff unhelpful. Concierge excellent service. Good position but fair walk to shops, easy walk. Useful hotel for a city visit but it says it is five star and to me five star means something…” (TripAdvisor, 2015) Brownsters says “Overpriced, tired, filthy rooms” “An overpriced one night stay that I had wished I’d spent on a taxi home to my own bed! I put an item of clothing on the upper shelf in the wardrobe only to retrieve it covered in THICK dust. I understand that a refurbishment of rooms is an ongoing process, why then offer the yet to refurbished…” (TripAdvisor, 2015) (TripAdvisor, 2015) Peter G says “The reception and restaurant are smart however the bar was inadequate. Only one restaurant was open during our visit and refurbishment of bedrooms was in progress with noise in the mornings. The bar and restaurant service was poor despite the amount of staff.” (TripAdvisor, 2015) Read More