Ichigo Umehara

Recently, I sent a memo to all hotels and regional sales offices sharing with you our company mission for 1999 in which we would like to establish many ABreakthroughs@. We want to establish a clear slogan ACaring without Compromise@ which is taken from our company vision : AProviding a Preferred Hospitality Experience by Exceeding Expectations and Caring without Compromise@.

ACaring without Compromise@ can be achieved through the concept of Absolute Care which we have been practising this past year. We have designated 1998 as AC1 (Absolute Care Year 1) and would like this to be carried on further in 1999. As per my memo, we ask each hotel to understand the following. Our company mission focuses on ABranding@. This divides into :

Each of you needs to define what Absolute Care means to you in your area of work. Then together as a team, you need to clearly define your mission and action plans for 1999. This will form the fundamentals for your Business Plan.

When you build your Business Plan for 1999, you need to clarify the concept of Absolute Care which forms the bases for your action plan. Absolute Care is the tool that we will use to build our brand image. In these turbulent and challenging times, we feel that this will be the most effective way to achieve our company goals.

After your Business Plan has been completed, then we expect every team to work on and complete your budget for 1999. The process therefore should be :

a. Mission of Caring without Compromise

b. Build the Business Plan with Absolute Care

c. Build your budget around the above two

Although the economic situation has affected many of our hotels, we decided it is important this conference be held. In the challenging environment many of us find ourselves under, we must find creative, different and new ways of doing business. A forum such as the Sales & Marketing conference will be very useful for all attendees to provide them with the tools and ideas to succeed in their various markets..

Although many will feel it is better to hold it in Asia, we have managed to obtain very favourable support from the owner of The Mauna Lani Bay Hotel and Bungalows and airlines such as Northwest. The meeting will take place at The Mauna Lani Bay Hotel and Bungalows from the 19 - 22 September 1998 and the attendees will experience a very comprehensive and impactful agenda.

This meeting must create ABreakthroughs@ for us, we need to be aggressive in this current environment.

The Pan Pacific Sonargaon Dhaka, Bangladesh will celebrate it=s 18th Anniversary on September 1. In many places, reaching 18 years is a AComing of Age@, in many ways the hotel has seen many trails and tribulations throughout its past 18 years.

The hotel has played host to royalty and heads of state. It has weathered many storms and overcome major challenges. In the last three years, the hotel has certainly undergone a transformation. The new management style and operating philosophy of The Pan Pacific Way has been embraced by the team whole-heartedly. The team has embraced an international mentality and in return has achieved business excellence.

Many innovative activities, for example the orphans sponsorship programme, the butler training course and the preparation for the opening of the new hotel school have been developed because the team Acares@.

Congratulations to EJ and The Pan Pacific Sonargoan Dhaka team on this special day. We can now proudly say that The Pan Pacific Sonargaon Dhaka is indeed a member of the Pan Pacific family.

The Pan Pacific Hotel Yokohama celebrated it=s first anniversary recently. After one year of operation, I have to evaluate the Pan Pacific style of work has not yet been fully adopted at the hotel.

Japan is a homogenous society which holds a lot of pride on a strong business culture especially in the hotel industry. This has resulted in a mental hesitation towards adopting changes in the way of doing business. There is little flexibility in adopting new styles although this is very important in this current business environment.

I am confident the Pan Pacific Way is the best tool to use to apply to the way we do business in Japan. The service industry dictates our associates need to take the initiative to meet the needs of the guest. Management cannot issue a manual that teaches associates how to handle every guest need, as each guest is different. They must be handled on a one to one basis. The Pan Pacific Way educates, encourages and empowers associates to take the initiative in meeting every guest need.

This is a challenge both the corporate team and the hotel team will work to overcome. We will work hard together to achieve the goal of adopting the Pan Pacific Way of doing business.

I would like to share a story of initiative shown by a team of associates at the Atrium Lounge of The Pan Pacific Singapore. On August 20, at 20 minutes before closing time, the revenue for the outlet was S$4,800 which surpasses the budget of S$4,300. However, the team felt that they should aim to close with at least S$5,000 revenue. So all the team members took the initiative to upsell and by closing time, they had achieved a revenue of S$5,400! Congratulations to the team for their initiative and for taking it onto themselves to aim for a higher goal.

We had a distinguished guest at our Singapore hotel recently, Ann Campbell who is a Professor at Cornell University. She is writing a book that will be used by Cornell about operating a hotel in different cultures. Singapore with its multi-cultural diversity was picked as one of the countries of study and The Pan Pacific Singapore was selected as the base of research.

During her stay, Professor Campbell met with a random selection of associates from various departments and was very impressed by the team spirit that she found, very similar to a family unit. Her reaction was associates and management interacted together openly with no evidence of hierarchy.

Throughout her discussions, Professor Campbell felt Pan Pacific associates at all levels of the organisation felt empowered to act in the best interest of the guest and for the success of the business. After reading our company Vision, Mission and Values, she stated it certainly seemed to be Aworking@ at The Pan Pacific Singapore.

Last year, I asked every General Manager to spend one day at each department in the hotel. I would like to know how many General Managers have done so. To those who have not, I encourage you to seriously plan to do so soon.

This is essential in helping you understand the nature of the associate=s job. Before delegating any job to anyone, you need to know and understand the nature of the job, you need to know what is happening in the various areas. This will also generate a better rapport and understanding between all levels of associate in our hotels, Absolute Care I will start with top management commitment to frontline associates.

Thank you.

Manila -- Japanese language classes are being conducted twice a week. . . Lea Villanueva (Ops Manager, People Innovation) conducted the third stress management workshop. . . Four associates from business services and butler teams have undergone a four-month long sales training and education which includes a theoretical, practical and one-on-one training with Sales Managers. . . A three-day first aid and CPR training was held for selected associates who will be accredited First Aiders by the Philippine National Red Cross. . . The July birthday Ababies@ celebrated their birthdays at the Westin Philippine Plaza. . . 14 new associates are undergoing orientation and will then join the business services and butler teams. . . The Pacific Torch associate newsletter will be launched soon.

KLIA -- Three new associates graduation ceremonies have been held followed by afternoon tea. . . Managers attended AFocus 1999" where planning for the next step to achieve the vision in 2003. They have been divided into AFocus Groups@ which will meet on a regular basis to keep the process alive.

Glenmarie -- Members of the Safety committee attended fire risk management course. . . The F&B team emerged champions in the inter-department quiz, second was front office. . . F&B training activities included a 36-hour management programme for outlet manager and team leaders; latest development in the culinary scene shared by Chef Koh; Ahmad Fuad Jamaludin (Keyaki Nouveau) commenced classes at Taylor=s College for a Certificate in F&B service.

Palau -- GM Mr. Uemura led a team of 14 associates to Ngatpang State to collect wild plants to beautify the resort. A beautification day was held with over 35 associates cleaning up the resort. . . Twelve associates went on an educational vacation tour of Manila and had an opportunity to stay and experience the hospitality of the Manila team. . . Grayton Mad (Supervisor of the Year 1997) and Agatha Eberdong (Associate of the Year 1997) went on a trip to Singapore. . . Due to the slow diving bookings, ASplash@ Dive Centre is offering a Open water Certification course for associates. This was taken up by 9 associates. . . Recreation Manager Grayton Mad conducts First Aid and CPR classes for associates. . . Darin De Leon (Sales Manager) is reviving the Green Committee and organising monthly activities to Green the resort.

Johor Bahru -- Chef Hanafi (Executive Sous Chef) assisted with the training of kitchen associates in KK on Malay cuisine. He also provided assistance during the Prime Minister=s visit there.

KLIA -- CDI students from Johor Bahru spent two weeks at the hotel helping during the opening. GM Lloyd Daser led the hotel in hosting a farewell lunch at The Traveller=s Bar and Grill.

KLIA -- Shah Azam Khan is the new Manager Service for The Traveller=s Bar and Grill.

- Henry Ford -

People don=t care how much you know until they know how much you care.

Singapore -- Dim Sum Chef Chu Sun Wing (Hai Tien Lo) won the 2nd runners-up award at the 1998 Hong Kong dim sum king S.E. Asia championship organised by the Hong Kong Tourist association. . . Deputy Prime Minister Dr Tony Tan attended the MINDEF NSPC=s 98 Total Defence Awards Presentation and Dinner at the Pacific Ballroom. Other VIPS included Ministers of state Mr Matthias Yao and Mr David Lim Tik En, Ministers of Parliament Dr Ong Chit Chung and Mr. Sin Boon Ann, Civil Defence Force Lt. Gen. Bey Soo Khiang and Mr Koh Cher Siang representing the Commissioner of Inland Revenue.

Manila -- Secretary of Tourism Ms. Gemma Cruz-Araneta, Publisher Mr. Teddy Locsin, President of Presidential Film Commission Mr. Cirio Santiago and President of Heritage Preservation Society Ms. Doris Magsaysay Ho have accepted invitations to be Board of Trustees of the Pacific Elite. . . Eddie Mercado, host of a popular late night TV programme will tape one show at the Pacific Lounge and another four shows will feature the hotel for a duration of 4 weeks in October to coincide with the grand opening. . . ANightline@, an evening programme will tape one or two shows at the Pacific Lounge. . . Dignitaries including Congressman Jessli Lapuz and Ambassador Ching escaler, Robert Barbers, Juan Pablo Bondoc, Joseph Durano, Manuel Roxas and Michael Defensor attended the weekly Newsmaker Forum. . . The Newsmakers Breakfast Forum was sponsored by Henry J.Bean=s, the bar and grill at Adriatico Square. Guests included Congressman Zubiri of Bukidnon, Congressman Wigberto Tanada, FLAG representative Socorro Diokno, Asst. Secretary Clemencio Montesa and UP Professor Simbulan. . . Broadway star of Miss Saigon, Lea Salonga launched her new album at the Pacific Lounge. A press conference was also held.

Johor Bahru -- Abdul Hakim Abdul Jalil (Dir. Of Operations) was appointed by the Minister of Human Resources as a panel member of the board of the Industrial Court. . . Four teams, China, Singapore, Malaysia and Laos, participating in the Asian Youth Football Championship qualifying rounds stayed at the hotel.

San Francisco -- Celebrities include Michael Dorn of Star Trek fame, Michael Crawford - the original APhantom of the Opera@, singer & songwriter James Taylor, noted prosecuting attorney Marsha Clark, electronic DJ ATricky@, Rich Robinson of the Black Crows group, singer John Fogarty, and a number of bands: Elton John=s, Janet Jackson=s, B-52's, The Pretenders and the Backstreet Boys=.

Palau -- John Gabriel (Recreation Attendant) received a Certificate for successfully rescuing and applying CPR to guest Ms.Yu Pin Kung. . . The resort was the venue for about 700 spectators of the 4th Annual Miss Palau Beauty Pageant featuring representatives from 11 states of Palau. The 1998 Miss Palau is Jaime Dilubech Ngirausui of Ngerchelong State. . . Three associates represented Palau at the Micronesia Olympic Games : Grace Ngirmechaet (Retail Manager) a pitcher in the ladies softball team; Marlon Bechab (Recreation Attendant) in the men=s fast-pitch baseball team and Mary Rose Sekool (Landscaper) in the All-round team.

Dhaka -- The Bangladesh Association of International Recruiting Agency (BAIRA) hosted a dinner for 600 guests including the Minister for Law and Manpower Mr. M.A. Mannan. . . The Inauguration programme of the AAutomated On line Trading@ organised by the Dhaka Stock Exchange was attended by the Foreign Minister Mr. Shah A.M.S. Kibria as Chief Guest.

AYou can make more friends in two months by becoming interested in other people than you can in two years by trying to get other people interested in you@

AMy philosophy of life is that if we make up our mind what we are going to make of our lifes, then work hard toward that goal, we never lose - somehow we win out....@

Yokohama -- The hotel thanks the following colleagues from The Mauna Lani Bay Hotel and Bungalows for their assistance during the recent 1st anniversary celebration - Daniel AKaniela@ Akaka (Hawaiian Historian), Ms. Michelle Kaulu Amral (Hawaiian dancer), Mr. Patrick T.Saito (Chef de Cuisine, Canoe House) and Mr. Thomas Viernes (Asst. Chef de Cuisine, Canoe House). . . The anniversary was celebrated on 7 and 8 August with 540 Hawaiian leis being distributed at the Queen=s Circle event square next to the hotel. Hawaiian music and dance performances also entertained the guests.

Vancouver -- There was a fantastic turnout for the annual associate and family picnic based on the Hawaiian luau theme. Barbecue suckling pigs, chicken, hamburgers etc was prepared by Chef Dorfler and team. . . The winner of the 1998/99 scholarship are Kim Halowski (reservations) who is enrolled in BCIT for an Associate Certificate in Tourism Marketing Management ; Orestes Brotonel (housekeeping) studying culinary arts at Vancouver Community College. Associates= children who won scholarships are Roderick Babia (father Romeo is in housekeeping) and honour-roll student for 5 years at the University of British Columbia in the pre-commerce programme and Racquel Asperin (father Ben is in stewarding) also on honour roll at the Douglas College in the hotel restaurant management programme.

Dhaka -- The hotel will celebrate its 18th anniversary on September 1 & 2. A special issue of the Oasis newsletter was published including a message from Mr. Umehara which said A It gives me great pleasure to congratulate the hotel on their 18th anniversary. They are considered a responsible adult. They have come of age..............@

KLIA -- Values evaluation was recently completed for all steering committee and management. The managers faced a challenge rating themselves. . . A hotel guest from the USA who is studying music recently entertained everyone at the Lobby Lounge whilst practising. . . A AStandard@ day has been initiated where one generic standard is covered with the team, this will be followed by a divisional standard.

Johor Bahru -- Selasih Restaurant has started Saturday High Tea with cooking classes. Response has been encouraging. . . The Hai Tien Lo team sets up a Ahawker stall@ in the lobby on Saturdays and Sundays selling take-away chicken rice with dim sum for only RM9.99 nett. This has proven to be popular with guests. . . The Selasih Merdeka Buffet lunch to commemorate the nation=s 41st independance day had doubled walk-ins to the restuarant.

Mauna Lani -- The ninth annual ACuisine of the Sun@ food and wine extravaganza held in late July featured 13 chefs from around the world. The event was a spectacular success with over 300 attendees enjoying hands-on culinary demonstrations, improvisational cooking classes and gala outdoor affairs with themes like AGoing Native@, AWalk on the wild side@ and ASupping on Safari@.

Kuala Lumpur -- The Food Life concept was launched for Sundays where guests can enjoy up to 240 different dishes from Keyaki, Selera and Hai Tien Lo for one price. A bazaar will also be available and baby sitting service as well. . . The Hai Tien Lo organised a Wuxi food promotion offering such dishes as beggars chicken. The promotion was launched by the restaurant=s top 5 loyal patrons led by Paul Moreno, Resident Manager .. . To encourage increase business, patrons will be given a 25% discount when dining at Selera, Hai Tien Lo and Keyaki.

Mauna Lani B. The hotel is the only Big Island resort to become a member of the prestigious Preferred Hotels and Resorts Worldwide hotel group. In doing so, the hotel joins an impressive membership list of over 100 distinctive hotel and resorts in 25 countries.

Johor Bahru -- The hotel=s market share has increased from 17.35% to 21.75% - showing a marked increase of 4.4%. This has been due to the hard work of the sales team.

Malacca -- The hotel hosted Mr. Tony Tan, Director of Unlimited Cuisine Company and Mrs. Mary Ryliss Clark, a journalist from Australia and Ms Trisha Wells, also a journalist from The Gourmet Traveller in Australia. . . A crew from Mode and Harper=s Bazaar magazines from Australia stayed at the hotel for a fashion shoot.. . .Lye Pay Fang (Ops Manager- Business Development) conducted sales calls in Singapore.

Glenmarie -- The hotel hosted the Canadian Broadcasting Corp. Crew who conducted filming at parts of the resort and club. . . The Fashion Quarterly New Zealand group stayed at the hotel during a trip to do a fashion shoot in Malaysia. . . Eight crew members of the local Epal Film Production company filmed the Keyaki Sunday Buffet Lunch to be featured in a new programme AAll You Can Eat@ on the local tv Channel TV2. . . The Business Development team conducted a sales blitz in the KL city area. . . F&B associates handed out promotional flyers at nearby offices and shopping complexes.

Palau -- The Outrigger Palacia Hotel Palau soft-opened in mid July with 60 of 165 rooms. Since then, another 95 rooms have been opened, leaving another 10. . . During certain days of August, 4 major Taiwan travel agents supplied the hotel with 22 rooms daily with the start of Uni-Air extra charter flights.

Palau -- With the opening of Continental Micronesia=s direct route between Guam and Cairns, Australia, a special ASun and Fun in Palau@ package offers a stay 6 nights but pay for only 5. This offer is valid only for the Australian market until 15 December 1998. . . For the European market, a A8th night free with 7 nights stay@ with upgrade to Ocean View when available. . . Another FIT offer is AStay and Dive@ of US$304.75 (single) and US$414.00 (double) inclusive of 2-tank guided dive tours with Splash Dive Centre, lunch and all service charges and taxes. This is available until 15 December 1998.

Yokohama -- 1st Anniversary Package AFirst Celebration@ offers from 1 July to 30 September 1998, Yen 30,000 (double) Sunday - Thursday, 34,000 (double) for Friday and Yen 38,000 (double) for Saturdays and public holidays. This has resulted in over 700 bookings so far. . . The Tokyu Thanks Day package from 1 - 29 October , Sundays to Thursdays only offers : The Executive Twin Package of Yen 39,000 for double inclusive service charge and tax, dinner at Cafe Tosca and late check-out at noon. The Atlantic Suite package offer the same but with a rate of Yen 109,000 and 24 hours stay.

pick the one you=ve bever tried before....

Malacca -- The hotel was the only hotel in Malacca to participate in the Commonwealth Games Queen=s Relay Baton passing through Malaysia. Ten associates represented the hotel. . . The hotel has started a secondhand goods collection for the Salvation Army. The PP KL is also participating. . . Nilai College students paid a half-day visit to the hotel. . . The hotel will recruit an industrial trainee who is doing the Hospitality Management course at the Stamford College in Malacca.

"TOQ-BOX", The Advertising Train