吉隆坡泛太平洋酒店2008年度经营计划

TABLEOFCONTENTS1EXECUTIVESUMMARY32GENERALECONOMYANDMARKETTRENDS53KEYMISSIONSTATEMENT64OBJECTIVESCRITICALSUCCESSFACTORS75KEYOBJECTIVES851KEYOBJECTIVESMANAGEMENTSYSTEM952KEYOBJECTIVESBRANDING,MARKETINGICONTROLENCOUNTERWITHGUESTSIIOVERCOMENATURALINHIBITIONSINDEALINGWITHGUESTSIIITOBEENTHUSIASTICINASKINGFORTHESALETARGET10ROOMSPERDAYINCREASEPRODUCTIVITYENCOURAGEASSOCIATESTOPARTICIPATEPREPAREAGENDAFORMEETINGENCOURAGEASSOCIATESTOPREPAREOWNAGENDATOREDUCEINCONSISTENCYINWORKOUTPUTPREPAREREGULARCHECKLISTREGULARDISCUSSIONONWORKINPUTPROMOTECREATIVITYREGULARBRAINSTORMINGCULTIVATEASSOCIATESTOREADMOREOFLATESTARTICLEONHOTELINDUSTRYCONSTANTLYREVIEWSTANDARDOFSERVICERESCOMMANAGERFRONTOFFICEMGRFRONTOFFICEMGRFRONTOFFICEMGRFRONTOFFICEMGRDIROFOPERATIONSFRONTOFFICEMGRDIROFOPERATIONSDIROFOPERATIONSDIROFOPERATIONS1STQUARTERMONTHLYMONTHLYMONTHLYGUESTHISTORYUPDATEMONTHLYTRAININGSCHEDULECOMPETENCYLISTMONTHLYFRONTOFFICEMEETINGMONTHLYFRONTOFFICEMEETINGCREATEASSOCIATESACTIVITIESINTHEDEPARTMENTMONTHLYQUESTIONANDANSWERSSESSIONAMONGSTASSOCIATESANDMANAGERSTOCREATETRANSPARENCIESINUPHOLDINGDISCIPLINEMONTHLYORBIMONTHLYDEPARTMENTALGATHERING,THUSWILLCREATEASENSEOFBELONGINGWITHONEANOTHERDIROFOPERATIONSSERVICEONEPROACTIVEAPPROACHINHANDLINGGUESTREQUESTHANDLINGOFGUESTSREQUESTITOCALL5GUESTSPERSHIFTATRANDOMTOCHECKONGUESTANYREQUEST/ASSISTANCEREQUIREDDURINGSTAYALLFEEDBACKTOBELOGGEDDOWNNEEDTOMONITORCALLBACKSOASNOTTOBECOMEIRRITABLEIITOPROVIDEGUESTRECOGNITIONBYHAVINGTHERESCOMMANAGERPERSONALLYCALLGUESTDURINGSTAYRESCOMMANAGERRESCOMMANAGERDIROFEDUCATIONFRONTOFFICEMANAGERFRONTOFFICEMGRFRONTOFFICEMGR1STQUARTER1STQUARTER1STQUARTERLOGBOOK/MONTHLYRESCOMMEETINGDAILYINHOUSEGUESTLISTMONTHLYEDUCATIONENHANCEGUESTSERVICEOVERTHETELEPHONEIIIEDUCATINGFRONTDESKANDOTHERDEOARTMENTSASSOCIATESINMARKETINGSERVICEONESERVICESIVPROVIDEONGOINGTRAININGTOALLRESCOMASSOCIATESINDIFFERENTAREASIEHOUSEKEEPING,FRONTDESK,CONCIERGEETCTHISWILLSHARPENTHEIRTOOLSOFKNOWLEDGEINATTENDINGGUESTNEEDSTOPRACTICETHECONCEPTOF“SMILE,EVERYTIMEYOUSEEAGUEST”OVERTHETELEPHONETOCREATEA“SMILINGZONE”ATTHERESCOMAREAITOCREATESLOGANSANDTEMPLATESIITOEDUCATEALLASSOCIATESINCREATINGTHERESCOMWORKAREAASASMILINGZONERESCOMMANAGERDIROFEDUCATIONRESCOMMGRRESCOMMANAGERRESCOMMANAGERMARKETINGCOMMMANAGERRESCOMMANAGERTEAMLEADERRESCOMMANAGERFRONTOFFICEMGRFRONTOFFICEMGREXEHOUSEKEEPERFRONTOFFICEMGRFRONTOFFICEMGRFRONTOFFICEMGRRESCOMMANAGERDIROFOPERATIONS3RDQUARTER1STQUARTER1STQUARTER1STQUARTER1STQUARTERPROGRAMMECOMPETENCYREPORTGUESTFEEDBACKASSOCIATESFEEDBACKASSOCIATESFEEDBACKASSOCIATESFEEDBACKIIIMOTIVATEALLASSOCIATESINTHISSMILINGCAMPAIGNBYHAVINGAMONTHLYSMILINGAWARDORINCENTIVECONCIERGETOPRACTISEANTICIPATEGUESTNEEDSAPPROACHENFORCEMENTOFFIRSTANDLASTIMPRESSIONAMAZETHEGUESTBYKNOWINGWHATHE/SHEWANTSBEFOREAREQUESTISMADETHISWILLCREATEASHININGMOMENTTRUTHINPROVIDINGGUESTSERVICESCANBEDONEBYCHECKINGGUESTHISTORYORTHROUGHCONVERSATIONSPREARRIVALDOORMANTORECOGNISELIMOSTHATAREDUETOARRIVETOKEEPCLOSECONTACTWITHAIRPORTREPRESENTATIVESCONCIERGECLERKTOCHECKGUESTSHISTORYONNEEDSOFGUESTARRIVALFRONTOFFICEMANAGERAIRPORTMGRKLIA/CONCIERGETEAMLEADERCONCIERGETEAMLEADERDIROFOPERATIONSFRONTOFFICEMGRFRONTOFFICEONGOING1STQUARTERONGOINGGUESTFEEDBACKARRIVALLISTDAILYBRIEFINGENFORCEMENTOFFIRSTANDLASTIMPRESSIONGREETGUESTTHE“MALAYSIANWAY”RIGHTHANDTOUCHESTHEHEARTGREETTHEGUESTBYTHEIRNAMEBELLMANTOUPSELLORDOSUGGESTIVESELLINGWHILESENDINGLUGGAGETOROOMINSTAYENSURETHATALLNEWSPAPERSARESENTONTIMECHECKALLMESSAGES,FAXESETCTOBESENTUPPROMPTLYUSEAPPROPRIATEHOSPITALITYCOMMENTWHILECONVERSINGWITHGUESTPREDEPARTURECONCIERGECLERKTOCALLIFGUESTREQUIREANYTRANSPORTATIONTOBEARRANGED/ANYLUGGAGETOBEBROUGHTDOWNETCDEPARTUREBELLMAN/DOORMANTOBIDFAREWELLANDINVITEGUESTTORETURNBACKTOINCLUDELOBBYGUESTSERVICEMANAGERANDSALESMANAGERONDUTYASWELLCONCIERGETEAMLEADERCONCIERGETEAMLEADERCONCIERGETEAMLEADERMGRFRONTOFFICEMGRFRONTOFFICEMGRFRONTOFFICEMGRONGOINGONGOINGONGOINGDAILYBRIEFINGDEPARTURELISTLOBBYGUESTSERVICEMANAGER,SALESMANAGERDAILYSCHEDULETOALWAYSADDRESSGUESTSBYTHEIRNAMEPOSTDEPARTURECONCIERGETOCHECKWITHRESCOMONFORTHCOMINGRESERVATIONSINENSURINGTHATFUTUREREQUESTISBEINGFOLLOWEDUPCONCIERGETEAMLEADERFRONTOFFICEMGR1STQUARTERGUESTFEEDBACKHOUSEKEEPINGMAINTAINTOTALCLEANLINESSOFROOMSANDPUBLICAREAEDUCATIONONJOBFUNCTIONSENLIGHTENTHEHOTELGENERALATMOSPHEREWITHATOUCHOFCLASSANDFINENESSDAILYSPECIALASSIGNMENTTOHIGHLIGHTONSPECIFICAREADAILYOBSERVATIONBYSUPERVISORANDEXECUTIVEREGULARSPRINGCLEANINGTWICEAYEARMAJORWASHINGOFROOMLINENMAINTENANCEOFCARPETREVIEWTHECHECKLISTANDFREQUENCYOFINSPECTIONFORTHNIGHTLYWALKTHROUGHBYGM,DIROPERATIONSREVIEWQUARTERLY2ATTRACTHIGHSPENDINGJAPANESECLIENTSWITHSPECIALMENUANDBEVERAGEPACKAGESCHEFTOMAKESPECIALMENUSWITHWINEORSAKEBEVERAGEIBUCHEFIBUMGRIBUCHEFIBUMGRIBUCHEFIBUMGRIBUCHEFIBUMGRIBUCHEFIBUMGRPROJECTCHEFPROJECTCHEFPROJECTCHEFPROJECTCHEFPROJECTCHEFPROJECTCHEFJAN2009NOV2008JAN2009MONTHLYFEB2009MARCH2009INCREASEAVERAGECHECKBYRM214SELL10WINE/FOODPACKAGESPERMONTH2009KEYOBJECTIVESFOODPACKINGDELIVERYQUALITYMINIMIZECOMPLAINTBYMINIMIZEDAMAGESBYSTRENGTHENINGQUALITYCONTROLSKILLTRAININGINHANDLINGTYPESOFCHEMICALANDFABRICSTOMULTISKILLASSOCIATESINALLLAUNDRYSECTIONTOEXPLORENEWMARKETFOROUTSIDELAUNDRYSERVICESSALESTHISISDUETOTHEINCREASEROOMOCCUPANCYCOMBINEDWITHANINCREASEOFFOODCOVERSMINIBARTARGETSAGROWTHOF214COMPAREDTO2000,MAINLYDUETOTHEHIGHERROOMOCCUPANCYASWELLASTHEIMPLEMENTATIONOFTHENEWMINIBARCONCEPTLOBBYLOUNGETARGETSAGROWTHOF94OFREVENUETHEMARGINALDECREASEINAVERAGECHECKANDCOVERSISDUETOACHANGEINHOWWECOUNTTHECOVERSIN2001WEWILLCOUNTFOODCOVERSSEPARATELYFROMBEVERAGECOVERSTHESALESMIXPERCENTAGECHANGESAREDUETOABIGGERINCREASEOFREVENUEINSELERAANDBANQUETSDUETOTHEVOLUMEOFBUSINESSCATEREDFORBYTHETWOOUTLETSTHEAVERAGECHECKISINCREASEDFORALLOUTLETSWITHEXCEPTIONFORLOBBYLOUNGE,THETOTALAVERAGECHECKEXCLUDINGMINIBARANDSUNDRYINCREASESFROMRM3039TORM3298OR85,KEYAKIANDHAITIENLOWILLBEACCOUNTEDFORASIBUANDHAVETHEIROWNPROFITANDLOSSSTATEMENTS9REVENUEINROOMSAFE,IDDVOICEMAIL,IRONIRONINGBOARD,BATHAMENITIES,MINIBAR,TEA/COFFEEMAKINGFACILITIES,BEDROOMSLIPPERSANDDAILYNEWSPAPERSFOODBEVERAGEIBUSSELERARESTAURANTSERVINGLOCALANDINTERNATIONALCUISINE,SEATSUPTO200HAITIENLORESTAURANTSERVINGCANTONESESZECHUANCUISINES,SEATSUPTO138KEYAKIRESTAURANTSERVINGAUTHENTICJAPANESECUISINES,SEATSUPTO134LOBBYLOUNGESERVINGVARIOUSCOCKTAILS,SNACKS,BOTHALCOHOLICNONALCOHOLICBEVERAGES,SEATSUPTO80THESPLASH,APOOLSIDEBAR,SEATSUPTO40ROOMSERVICEAVAILABLE24HOURSDAILYCATERINGANDWEDDINGSBANQUETANDCATERINGSERVICESAREAVAILABLEFORVARIOUSFUNCTIONSSUCHASWEDDINGS,ANNUALDINNERS,COMPANYPRODUCTLAUNCHES,ETCBOTHINTHEHOTELOROUTSIDETHEBALLROOMLOCATEDONLEVEL2CATERS400TO420SEATSFORAWEDDINGDINNERMEETINGROOMSTHEREARE12ROOMSOFVARIOUSSIZESCAPACITYISDEPENDENTONTHESTYLEOFSETUPREQUIREDPACIFICBALLROOMATLEVEL2,SEATS90TO500BUNGARAYAATLEVEL3,SEATS30TO75BUNGAANGGERIKATLEVEL3,SEATS20TO50BUNGAKENANGAATLEVEL3,SEATS22TO50BUNGAMELORATLEVEL3,SEATS22TO50BUNGATANJONGATLEVEL3,SEATS15TO30BILIKBALAUATLEVEL4,SEATS18TO48BILIKMERANTIATLEVEL4,SEATS22TO54BILIKSERAYAATLEVEL4,SEATS25TO72BILIKCENGALATLEVEL4,SEATS10TO20BILIKNYATOHATLEVEL4,SEATS12BOARDROOMBILIKRAMINATLEVEL4,SEATS12BOARDROOMPUBLICAREASQUALITYRENOVATED3YEARSAGO,THEPUBLICAREAPORTRAYSAWARMAMBIENCEWITHLAVISHWOODPANELSDECORATINGTHEMAINWALLSINTHELOBBYAREAITSPRESENTCONDITIONSTILLLOOKSGOODCONCESSIONS/RETAILOUTLETSTHEREARE3MAINSHOPTENANTSLOCATEDATTHEPODIUMBLOCKONLEVEL3ADRUGSTORE,HAIRDRESSERBEAUTYSALONANDATAILORSHOPTOCATERTOTHEGUESTSNEEDSTHEHEALTHCLUBISLOCATEDONLEVEL4OFTHEPODIUMBLOCKANDISSELFOPERATEDBYTHEHOTELFACILITIESAVAILABLEARESWIMMINGPOOL,GYMNASIUM,SQUASHCOURT,TENNISCOURT,MASSAGESERVICES,SAUNAANDJACUZZIAGEOFHOTEL/RESORTINCLUDINGLASTMAJORRENOVATIONOPENEDIN1985,THEPROPERTYISNOW15YEARSOLDANDISINREASONABLYGOODCONDITIONTHELASTMAJORRENOVATIONSTOREMODELTHEPUBLICAREA,LOBBYANDRESTAURANTOUTLETSEXCLUDINGKEYAKIWASDONE3YEARSAGOMANAGEMENTAGREEMENTTENURE,EXPIRYDATETHEMANAGEMENTAGREEMENTCOMMENCEDON15DECEMBER1985ANDISVALIDFORATENUREOF20YEARSEXPIRYDATEWILLBE14DECEMBER2005,AREMAINDEROF5YEARSTOOPERATETHEHOTELOWNERDETAILSSERIPACIFICCORPORATIONSDNBHD,APRIVATELIMITEDCOMPANYWITHMAJORITYSHAREHOLDERBEINGUMNO,THEMAINCOMPONENTOFTHERULINGPARTYINMALAYSIAOTHERNOTABLESHAREHOLDERSARETOKYUCORPORATIONANDMALAYSIANAIRLINESSYSTEMBERHADGENERALMANAGERSCOMMENTSSEVERALSPECIALPROJECTSHAVEBEENEARMARKEDTOCOMMENCEENDOFTHISYEARNAMELYTOREPLACETHEEXISTINGWATERPIPINGSYSTEMINTHEHOTEL,REMODELANEWANDBIGGERPACIFICFLOORLOUNGEONTHE30THFLOOR,RECONSTRUCTTWONEWSUITESFROMTHEEXISTINGPACIFICFLOORLOUNGESTHELISTOFOTHERCAPITALEXPENDITUREPROJECTSWILLBEPURSUEDWITHTHEOWNERSLATERINTHEYEAROREARLYNEXTYEARINFORMATIVEDATAISBEINGACCUMMULATEDFORTHEOWNERSTOCONSIDERTHENEEDFORCERTAINPROJECTSTOTAKEPLACESOONERTOAVOIDLOSINGOUTTOMANYOFTHENEWERANDESTABLISHEDHOTELSINTHECITY11COMPETITORANALYSISHARDWARECOMPETITORANALYSISHARDWAREYOURHOTEL/RESORTPPKLCOMPETITOR1KLHILTONCOMPETITOR2LEGENDCOMPETITOR3ISTANACOMPETITOR4NIKKOAVAILROOMS550581620516470FBOUTLETS58555CATERINGCAPACITY40016008001500900MEETINGROOMSCAPACITY1035010500105002030010350STRENGTHSEASYACCESSTOAIRPORTPROXIMITYTOPWTCHAITIENLO/KEYAKIREPUTATIONRECREATION/GYMESTABLISHBRANDNAMEGOODLOCATION2LOBBYENTRANCESLARGESWIMMINGPOOLCLARKHATCHHAVE203SERVICEAPARTMENTSLOCATIONSOPPOSITEPWTCENTERTAINMENTSPOT,MONKEYBARGOODLOCATIONVERYWELLACCEPTEDINMICEMARKETSTRONGCORPIDENTITYTOJAPANESEGUESTSGOODRECREATIONALFACILITIESEGSPALOCATEDINVICINITYOFEMBASSIESWEAKNESSESSIZEOFBALLROOMSMALLSWIMMINGPOOLHOTELENTRANCEAGE25YEARSOLDBALLROOMWITHPILLARSBATHROOMSSMALLNONINTERNATIONALHOTELINCONVENIENTACCESSIBILITYTRAFFICCONGESTEDDURINGPEAKHOURSPOORACCESSIBILITYTOHOTELSCARPARKVERYCONGESTEDAREALIMITEDCARPARKSPACEOPPORTUNITIESPWTCPROFILEMARKETPENETRATIONNEARTOSHOPPINGMALLSCLOSEPROXIMITYTOKLCCOVERFLOWFROMPPKLACCESSIBILITYTOLRTSTRONGOWNERSHIPBYPERNASINTERNATIONALASBEINGTHEGOVERNMENTQUASIBODYCOMPANIESREPUTATIONOFBEINGAFFILIATEDWITHJALCOMPLETIONOFLRTKLCCTHREATSMINESSUNWAYCONVENTIONFACILITIESTAKINGTOOMANYLONGSERVICESTAFFWITHVERYMOTIVATIONALLACKOFSKILLEDMANPOWERANDQUALIFIEDSTAFFBECOMEATOURISTORIENTEDHOTELFAILINGTORECRUITMENTANDRETENTIONOFGOODSTAFFINCREASINGLYCOMPETITORANALYSISHARDWAREYOURHOTEL/RESORTPPKLCOMPETITOR1KLHILTONCOMPETITOR2LEGENDCOMPETITOR3ISTANACOMPETITOR4NIKKOPWTCMARKETSHAREATTITUDEMAINTAINEXPECTATIONSOFSTANDARDSDIFFICULTSUMMARYWEDEPENDONEASYACCESSTOTHECITYANDPWTCASALOCATIONWHILSTTHEGOLDENTRIANGLEISSHOPPINGANDCITYCENTRELOCATIONFUTUREISKLVSPUTRAJAYAANDLONGTERMEFFECTISTHERELOCATIONOFGOVERNMENTANDEMBASSIESFINALLYTHEEFFECTOFTHENEWCONVENTIONCENTREATSUBANGWILLALSOEFFECTOURBUSINESSASWELLASTHEPWTC12COMPETITORANALYSISSOFTWARECOMPETITORANALYSISSOFTWAREPEOPLEYOURHOTEL/RESORTPPKLCOMPETITOR1KLHILTONCOMPETITOR2NIKKOCOMPETITOR3ISTANACOMPETITOR4LEGENDSTRENGTHSGOODBENEFITSPACKAGESUCHASLEAVESANDALLOWANCESVARIOUSEMPLOYEERELATIONSPROGRAMSGOODEMPLOYEERECOGNITIONPROGRAMSGOODDEVELOPMENTPROGRAMSGOODRELATIONSHIPBETWEENUNIONANDHOTELGOODGUESTSERVICELOWSTAFFTURNOVERHIGHSTARTINGBASICSALARYHIGHSTARTINGSERVICECHARGEPOINTSLOWSTAFFTURNOVERHIGHSTARTINGBASICSALARYHIGHSTARTINGSERVICECHARGEPOINTSHIGHVALUEPERPOINTADEQUATEEMPLOYEEFACILITIESNONUNIONEXISTENCEGOODGUESTSERVICEHIGHSTARTINGBASICSALARYHIGHSTARTINGSERVICECHARGEPOINTSCOMPARATIVELYGOODEMPLOYEERELATIONPROGRAMSNONUNIONEXISTENCEADEQUATEEMPLOYEEFACILITIESHIGHSTARTINGSERVICECHARGEPOINTSWEAKNESSESLOWSTARTINGBASICSALARYLOWSTARTINGSERVICECHARGEPOINTSPOOREMPLOYEEFACILITIESLACKOFEMPLOYEERELATIONPROGRAMSPOOREMPLOYEERECOGNITIONPROGRAMSLACKOFEMPLOYEEFACILITIESFREQUENTHIGHSTAFFTURNOVERPOOREMPLOYEERELATIONPROGRAMSVERYPOOREMPLOYEEFACILITIESHIGHSTAFFTURNOVERPOORGUESTSERVICELOWSTARTINGBASICSALARYHIGHSTAFFTURNOVERPOOREMPLOYEERELATIONPROGRAMSPOOREMPLOYEERECOGNITIONCOMPETITORANALYSISSOFTWAREPEOPLEYOURHOTEL/RESORTPPKLCOMPETITOR1KLHILTONCOMPETITOR2NIKKOCOMPETITOR3ISTANACOMPETITOR4LEGENDPICKETINGPOORGUESTSERVICEPROGRAMSPOORGUESTSERVICEOPPORTUNITIESRECRUITMENTOFABORIGINESHOTELSCHOOLHOTELSCHOOLLOCALCONGLOMERATEWITHDIVERSIFIEDINTERESTSABLETOOFFERASSOCIATESPURCHASESOFHOUSESATDISCOUNTEDPRICETHREATSWORKFORCESHORTAGESEXISTENCEOFEMPLOYEESUNIONLACKOFEXPERIENCEDANDTRAINEDSTAFFDUETOSTAFFPINCHINGBYOTHERHOTELSTOOMANYLONGSERVICEEMPLOYEESWITHLOWMOTIVATIONALATTITUDETOWARDSPROVIDINGEFFICIENTSERVICEEXISTENCEOFEMPLOYEESUNIONWORKFORCESHORTAGESLACKOFEXPERIENCEDANDTRAINEDSTAFFDUETOSTAFFPINCHINGBYOTHERCOMPETINGHOTELSWORKFORCESHORTAGESCOMPETITORANALYSISSOFTWAREPEOPLEYOURHOTEL/RESORTPPKLCOMPETITOR1KLHILTONCOMPETITOR2NIKKOCOMPETITOR3ISTANACOMPETITOR4LEGENDSUMMARYPPKLOFFERSCOMPARATIVELYGOODBENEFITS,EMPLOYEERELATIONSANDRECOGNITIONPROGRAMSOUREMPLOYEEFACILITIESAREALSOADEQUATECOMPAREDTOOURCOMPETITORSTHEOTHERSTRENGTHISTHATWEHAVEALWAYSMAINTAINEDAGOODRELATIONSHIPWITHOUREMPLOYEESUNIONOURMAINWEAKNESSESISTHATOURSTARTINGBASICSALARYANDSERVICECHARGEPOINTSARELOWCOMPAREDTOOURCOMPETITORSALSO,OUREMPLOYEEFACILITIESAREPOORANDNEEDUPGRADINGDUETOSTAFFCOMPLACENCY,THEREISALOWSTAFFTURNOVERRATE,BUTONTHEOTHERHANDTHESEEMPLOYEESAREALLLONGSERVICEWITHLOWMOTIVATIONALATTITUDETOWARDSPROVIDINGEFFICIENTSERVICETOTHEGUESTEVENTHOUGHTHEYOFFERFAIRBENEFITS,HIGHSTARTINGBASICSALARYANDSERVICECHARGEPOINTS,KLHLACKSTHEEMPLOYEEFACILITIES,RELATIONANDRECOGNITIONPROGRAMSTHEIROTHERWEAKNESSESISTHATTHEYVERYOFTENEXPERIENCEEMPLOYEESPICKETINGONEGOODOPPORTUNITY,WHICHTHEYPOSSESS,ISAHOTELSCHOOL,NIKKOOFFERSHIGHSTARTINGBASICSALARYANDHIGHSERVICECHARGEPOINTSWITHHIGHVALUEEVENTHOUGHTHEIREMPLOYEEFACILITIESAREADEQUATEBUTTHEIREMPLOYEERELATIONANDRECOGNITIONPROGRAMSAREQUITEPOORISTANAOFFERSHIGHSTARTINGBASICSALARYANDHIGHSTARTINGSERVICECHARGEPOINTSTHEIREMPLOYEERELATIONPROGRAMSARECOMPARATIVELYGOODBUTTHEIREMPLOYEEFACILITIESAREINADEQUATETHEYALSOEXPERIENCEHIGHSTAFFTURNOVERANDSHORTAGELEGENDSSTARTINGBASICSALARYISLOWBUTTHEYOFFERHIGHSTARTINGSERVICECHARGEPOINTSTHEREAREADEQUATEEMPLOYEEFACILITIESBUTTHEYLACKTHEEMPLOYEERELATIONANDRECOGNITIONPROGRAMSEMPLOYEETURNOVERRATEISALSOHIGHTHEEMPLOYEESLACKTHEEXPERIENCETOPROVIDEGOODGUESTSERVICEONEGOODOPPORTUNITYTHATTHEYPOSSESSISAHOTELSCHOOLWHICHWILLBEGOODFOREMPLOYEESCAREERDEVELOPMENTCOMPETITORANALYSISSOFTWAREPEOPLEYOURHOTEL/RESORTPPKLCOMPETITOR1KLHILTONCOMPETITOR2NIKKOCOMPETITOR3ISTANACOMPETITOR4LEGENDWHICHWILLBEGOODFORTHEIREMPLOYEECAREERDEVELOPMENTCOMPARATIVERANKING1000709080713FAIRMARKETSHAREMARKETPENETRATIONTHEPANPACIFICHOTELKUALALUMPURYEARTODATEANDLASTYEARINFORMATIONINPUTCURRENTYEARYTDMONTHSEPTEMBERCURRENTYEAR2008CURRENTYEARLASTYEARTOTALYTDTOTALYTDTOTALYTDTOTALTOTALTOTALROOMSSOLDRMSAVAILRMSROOMSREVENUEROOMSSOLDRMSAVAILRMSROOMSREVENUETHEPANPACIFICHOTELKUALALUMPUR550105,398150,70014,826,590550133,678200,75017,082,711LEGENDHOTEL620103,700169,88014,672,630620128,292226,30018,420,872NIKKOHOTEL47076,155128,78014,077,25447091,970171,55014,883,282HILTONKUALALUMPUR57796,340158,09813,603,086577118,294210,60516,886,439ISTANAHOTEL51689,746141,38412,287,65151699,265188,34013,726,683REPORTOUTPUTDONOTALTERCURRENTYEARYTDSEPTEMBER20082007ACTUALTOTALACTVSTOTALACTVSROOMSOCCAVERATEREVPARROOMSREVFAIRSHAREOCCAVERATEREVPARROOMSREVFAIRSHAREPANPACIFICKUALALUMPUR550699414067983814,826,590106665912779850917,082,711105LEGENDHOTEL620610414149863714,672,630093566914359814018,420,872100NIKKOHOTEL4705914184851093114,077,254118536116183867614,883,282107HILTONKUALALUMPUR577609414120860413,603,086093561714275801816,886,439099ISTANAHOTEL516634813692869112,287,651094527113828728813,726,683090TOTAL2733629414738927769,467,211100572914173812080,999,987100131COMMENTSONFAIRMARKETSHAREOURDIRECTCOMPETITORSARELEGEND620ROOMSNIKKO470ROOMSHILTON,KL577ROOMSISTANA516ROOMSCURRENTYEARTODATE,WEHAVEACHIEVEDANACTUALMARKETSHAREOF106,THUSEXCEEDINGOURFAIRSHAREWEHAVETHEHIGHESTOCCUPANCYRATEAMONGOURDIRECTCOMPETITORS,ASWELLASACHIEVINGTHE4RDHIGHESTAVERAGEROOMRATENIKKOANDLEGENDSURPASSOURAVERAGERATEYEARTODATE,WEHAVEGENERATED213OFTOTALROOMREVENUEOFTHECOMPETINGHOTELS,WHICHISTHE2NDHIGHESTINTERMOFREVPAR,WEARE2NDATRM9838NIKKOACHIEVEDRM1093114GEOGRAPHICORIGINOFBUSINESSORIGINBY2009COUNTRY2009TARGETREVENUE2008FORECAST2007ACTUALCOUNTRYRMNTSREVENUEMIXGROWTHRMNTSREVENUEMIXRMNTSREVENUEMIX1MALAYSIA33,5005,325,27123421530,6234,382,27521339,4755,087,7032952UNITEDKINGDOM20,0254,034,3811402228,8154,123,62820129,2493,769,6902193JAPAN21,0003,338,22914619519,5242,793,95013613,9161,793,5311044SINGAPORE16,5002,622,89411523614,8292,122,07310310,7211,381,760805IRAN11,7201,863,050827612,1011,731,780849,6111,238,760726AUSTRALIA7,5001,192,225522846,489928,564454,719608,181357USA4,500715,335312933,866553,211273,021389,374238INDONESIA3,000476,890213422,482355,230171,778229,145139HONGKONG3,000476,890215242,186312,821151,323170,5661010THAILAND3,000476,890213682,436348,609171,711220,5301311ALLOTHER19,6782,166,37513714020,2562,520,18714118,1542,193,259136TOTAL143,42322,688,4301000125143,65820,172,3281000133,67817,082,4991000ORIGINBY2009CITY2009TARGETREVENUE2008FORECAST2007ACTUALCITYRMNTSREVENUEMIXGROWTHRMNTSREVENUEMIXRMNTSREVENUEMIX1CITY000000000000002CITY000000000000003CITY000000000000004CITY000000000000005CITY000000000000006ALLOTHER143,42322,688,4301000125143,65820,172,3281000133,67817,082,4991000TOTAL143,42322,688,4301000125143,65820,172,3281000133,67817,082,4991000141COMMENTSONGEOGRAPHICORIGINOFBUSINESSSINGAPOREANDJAPANWILLCONTRIBUTESTRONGLYTOWARDSARRIVALSFITSANDINCENTIVETRAVELFROMTHEUSAANDAUSTRALIAWILLBENICHETOATTAINMARKETLEADERSHIPESPECIALLYAUSTRALIAANDITSCLOSEPROXIMITYTOMALAYSIAINDIASRECOVERYFROMABACKWARDECONOMYWILLGENERATEANEWMARKETSEGMENT15CHANNELOFBUSINESSTRANSIENTGROUPROOMNIGHTSROOMNIGHTSSOURCEOFRESERVATION20082007200820072008200720082007FORECASTACTUALFORECASTACTUALFORECASTACTUALFORECASTACTUALHOTELDIRECT123,128119,34087789321,96021ENTRALRESERVATIONS5,0003,6593627000000REGIONALSALESOFFICES2,5002,2341817000000SISTERHOTELS6,6004,4354733000000GDS3,1004,0102230000000LEADINGHOTELS000000000000INTERNET3500000000000TOTAL140,363133,6781121,96021,1701116BUSINESSMIXSUMMARY2009TARGET2008FORECAST2007ACTUALRMNTSARRREVENUEMIXRMNTSARRREVENUEMIXRMNTSARRREVENUEMIXFIT1503928758,9300130342145127,69802404702318,80900CORPORATE38,028185357,048,56526533,130150434,983,64923127,667155964,314,979207GOVERNMENT12,080158751,917,7008411,494150491,729,7328012,271115261,414,41392PACKAGES33,100158795,255,82523135,927144045,174,84725032,660132624,331,402244DISCOUNT9,110155001,412,0506