Jul 11, 2015
IT'S TIME TO BELIEVE IN MAGIC
Corporate Identity• An all-suite luxury hotel chain having properties in
Bangkok and New Zealand– Flagship property: lebua at State Tower, Bangkok– Lake Okareka Lodge in New Zealand
• The food and beverage facilities of lebua at State Tower are known by the brand The Dome at lebua– The Dome at lebua houses five restaurants of international
repute and is the numero uno in Thailand’s F & B market• Sirocco• Breeze• Mezzaluna• Distil• Café Mozu
Lake Okareka lodge, New Zealand
A PERFECT SUNSET IN PARADISE
Lake Okareka lodge, New Zealand
Lebua at State Tower, Bangkok
EXQUISITE SENSATIONS
Lebua at State Tower, Bangkok
COLORS OF THE NIGHT
Colors of the Night at Café Mozu
The Dome at lebua
SURRENDER TO THE SPUR OF THE MOMENT
The Dome at lebua
SiroccoSky bar
A MEZZALUNA MOMENT IS FOREVER
DistilBreeze
Ocean 52
Background of Study• TNS was commissioned by lebua to carry out the
following surveys– Customer Satisfaction Survey (CSS) conducted quarterly– Employee commitment measured in form of Service
Satisfaction Survey (SSS) in the first quarter
CSS Objectives SSS Objectives
To benchmark and monitor retention for lebua and Dome across customer segments as well as service facilities and establishments
To uncover and monitor retention drivers and set priorities for improvement for both lebua and Dome key service facilities and establishments
To link customer satisfaction results to employee commitment to identify opportunity for staff related improvements
To measure employee commitment and identify relative performance across Grades and Departments.
To benchmark performance against global norms and set performance targets
To identify the key drivers behind strengths and weaknesses
To link employee commitment to customer satisfaction outcomes and identify improvement areas and potential strategies
Results of CSS : Wave 1
Customer Satisfaction SurveyPage 13
The TRI*M Index: Dome & lebua vs. Travel & Leisure (Asia/Pacific)
High Retention
Low Retention
TRI*M Index Continuum – Travel & Leisure (Asia/Pacific)(calculated from all TRI*M interviews from 2004-2007)
Bottom10%
Bottom33%
Mean Top33%
Top10%
5151 7373 7676 8484 9292 102102 106106
Dome lebua
Customer Satisfaction Survey
The TRI*M Index: Dome & lebua vs. Travel & Leisure (World)
High Retention
Low Retention
TRI*M Index Continuum – Travel & Leisure (World)(calculated from all TRI*M interviews from 2004-2007)
Bottom10%
Bottom33%
Mean Top33%
Top10%
5555 6767 7676 8585 9696 102102 106106
Dome lebua
Results of SSS
16
Benchmarking Based on studies carried out across the globe, TNS provides a number of commitment Index
Benchmarks. Compared to South East Asia, lebua H&R ranks just above the top 10% of companies.
Worldwide
North America
Europe
Asia
South East Asia
Bottom 10%
39
Bottom 33%
52
Mean
60
Top 33%
67
Top 10%
79
51 58 63 66 73
40
40
52
48
59
53
66
57
79
66
40 49 55 59 72
All benchmark figures are calculated from TRI*M results taken over 3 years (2005 to 2007)
74lebua H&R
Linking CSS and SSS …1• A key objective was to link employee performance (SSS) to
customer retention (CSS)
• To do this, the results of both surveys had to be integrated by looking at the analysis across 12 touch point centers, comparing customer retention ratings to that of employee performance.
• In the employee study (SSS), all staff were classified accordance to the selected touch point centers taking into account their specific area of responsibility. Support functions such as finance, HR and Executive Office were not included.
Linking CSS and SSS …2• Score comparison of Customer Retention and
Employee Commitment
Customers Score Employee Score
Front Office 110 Front office, reception, concierge, guest relations, operator 76
Room 112 Housekeeping Attendant, IT, Engineering 89
Room Service 109 Room service 64
Café Mozu / Breakfast 107F&B Service, Kitchen, Bakery, Hostess, Steward, Housekeeping
73
Gym / Pool 108 Fitness center, engineering, housekeeping 87
Meeting Rooms 94 Banquet, IT, Engineering, housekeeping etc. 79
Business Centre 104 Business centre, IT 80
Restaurant Reservation 103 Reservation dining 72
Mezzaluna 93 F&B Service, Kitchen, hostess, Steward, etc. 61
Sirocco 103 F&B Service, Kitchen, hostess, Steward, etc. 61
Breeze 103 F&B Service, Kitchen, hostess, Steward, Ocean Bar etc. 74
Distil Bar / Lobby Lounge 105 F&B Service, Kitchen, hostess, Steward, etc. 79
• Positioning Touch Point Centres
Linking CSS and SSS …3
Front Office
Room
Room Service
Café Mozu / Breakfast
Gym / Pool
Meeting Rooms
Business Centre
Restaurant Reservation
Mezzaluna
Sirocco
Breeze
Distil Bar / Lobby Lounge
Customer Focus
Main Focus Employee Focus
Customer Retention
SETTING NEW RECORDS…
Results of Wave 2
Customer Satisfaction SurveyPage 21
The TRI*M Index: Dome & lebua vs. Travel & Leisure Benchmarks
TRI*M Index Continuum – Travel & Leisure (Asia/Pacific)(calculated from all TRI*M interviews from 2004-2007)
102102
113
106
80
90
100
110
120
Wave 1 Wave 2
Dome Lebua
WorldTop 10%
9696
Asia Pacific Top 10%
9292
Comment
Performance at lebua has increased while Dome remains stable.
Customer Satisfaction SurveyPage 22
Front Office
Room
Room Service
Café Mozu / Breakfast
Gym / Pool
Meeting RoomsBusiness Centre
Restaurant Reservation
Mezzaluna
Sirocco
Breeze
Distil Bar / Lobby Lounge
Positioning of Touch Point Centres – Wave 2
Customer Retention
Em
plo
yee
Co
mm
itm
ent
Employee Focus
Customer Focus
Main Focus
Comment
Overall improved performance at lebua pushed several of the touch point centers to the right. The restaurants at the Dome still remain the main focus for improvement. Café Mozu since the upgrade has improved.
Awards – lebua at State Tower2008• HAPA SIGNATURE LUXURY HOTEL by The Hospitality Asia Platinum Awards 2008-2010•Top 5 Hotels in Asia and Best Hotel Bar by HotelClub Awards 2008, lebua was selected as winner among 120,000 nominations.•Overall Best Luxury Hotel Award where more than 1,500 luxury hotels world wide competed for this accolade by World Luxury Hotel Awards. •Luxury Suite Hotel by World Luxury Hotel Awards.•World Travel Awards 2008, Asia’s Leading Design Hotel by World Travel Awards•The Best Business Hotel in the World by EUROPEANCEO Magazine, UK•Best Luxury Hotel by Traveler’s choice, TripAdvisor – ranked number 6 in Top 10 Best Luxury Hotels in Asia and number 47 in Top 100 Best Luxury Hotels worldwide•One of the World’s Top 1% of Hotels, Expedia Insiders’ Select by Expedia.com
2007•Overall Best Hotel in Asia by Business Asia Magazine in conjunction with CNBC (Circulated internationally)•Pure Decadence Listing of The 101 Best Suites in the World by Elite Traveler Magazine, USA•The Best Business Hotel in Thailand by Business Asia Magazine in conjunction with CNBC (Circulated internationally)•Best New Boutique Hotel in Bangkok from Art of Travel – The Ultimate Luxury Travel Book, Netherlands (Worldwide edition)•Expedia Insiders’ Select by Expedia.com
2006•Best New Hotel by Business Asia Magazine in conjunction with CNBC•Pure Decadence Listing of The 101 Best Suites in the World by Elite Traveler Magazine, USA
Awards - Sirocco2008•HAPA THAILAND RESTAURANT OF THE YEAR and HAPA DESTINATION RESTAURANT OF THE YEAR by The Hospitality Asia Platinum Awards 2008-2010•Sky Bar as the HAPA BEST NIGHT SPOT 2008-2010•Sky Bar as Best Bar by HotelClub Awards 2008
2007•Most Overwhelming Restaurant Experience with a Great Wow Factor by The Art of Travel – The Ultimate Travel Guide Book•The Best Restaurant with a View by RadioBangkok.net•My Favorite International Restaurant by American Express
2006•The Best Restaurant Award in Catering of Western Food by Bangkok Dining & Entertainment Magazine•My Favorite International Restaurant by American Express
2005•Hot Nights & Hot Tables by Condé Nast Traveler Magazine, USA•Best Western Restaurant 2005 by Bangkok Dining & Entertainment Magazine•Best New Al Fresco Dining by BK Magazine
2004•Best New Restaurant 2004 by Bangkok Dining & Entertainment Magazine•Best New Restaurant 2004 by BK Magazine
Awards : Breeze, Mezzaluna and Distil
Breeze2007•Hot Tables by Condé Nast Traveler Magazine, USA•Best New Seafood Al Fresco Restaurant in Asia by The Art of Travel – The Ultimate Travel Guide Book
Mezzaluna2007•Best Italian Restaurant by The Art of Travel – The Ultimate Travel Guide Book2005•Hot Tables by Condé Nast Traveler Magazine
Distil2005•Hot Tables by Condé Nast Traveler Magazine•Best Lounge Bar by the Metro High Five Awards, Metro Magazine
Awards : Lake Okareka Lodge , NZ
•Lake Okareka Lodge by lebua is graded ‘Qualmark Exclusive’, one of a select few resorts in New Zealand to be bestowed this supreme honour
•‘Leading Luxury Lodge in New Zealand’ - 2008 World Travel Awards
•Ranked in Elite Traveler magazine’s 2008 list of world’s ‘101 Top Hotel and Resort Suites
•Finalist in World Luxury Hotel Awards 2000