Ichigo Umehara

I recently met up with Richard Hartman who was the ex-President of ITT Sheraton who had left after the merger of ITT Sheraton with Westin Hotels under the banner of Starwood. This is the current trend for hotel companies to merge into larger entities or smaller companies being bought over by the larger groups.

Richard shared with me his thoughts about the advantages and disadvantages of smaller companies like Pan Pacific Hotels and Resorts and a large company like Starwood Hotels. Large companies, due to their size, face the challenge of a lack of the personal touch when it comes to dealing with its customers, staff and owners. Companies that have merged also face the problem of different cultures. Smaller companies like ours are able to maintain a more personal and humanised approach to the way we do business due to our size. Communication tends to be better within smaller companies than large and the family-like atmosphere and culture encourages a more personal approach to people.

One advantage that large companies have is the financial resources to launch and implement large scale programmes for example, the new Starwood Preferred Guest programme that costs about S$70 million to launch. As a small company, we have to challenge ourselves to be more creative and come out with activities to match those programmes but at a much lower cost. One option is to work with business partners to achieve that objective. We need to capitalise on our smallness to come out on top in the minds of our guests.

Also, large companies these days tend to be run by financiers and not hoteliers. Thus, the focus and attention is different, they are more financial driven whereas Pan Pacific with our hotelier background and experience recognise the importance of the human capital. We recognise that we have the opportunity to personalise our services and facilities to the guest, to our associate and to our owners. We can create a more "boutique" hotel type of feel compared to the larger organisations that tend to be more generic.

There is a price war going on in hotels, especially here in Asia. What is apparent is that the market dictates the room rate, not like before when hotels set the rates and the guest has less choice. In this current situation especially in Malaysia, Indonesia etc, we must focus our energies on how to overcome this situation and come out on top.

We must adopt an aggressive attitude in going after the business. Although there is a slow down of incoming traffic to the cities, we can still achieve success by focusing on how to increase the fair market share of each hotel by enticing guests from competitor hotels.

For example, Jakarta is facing very tough market conditions and business travel has dropped drastically. However, one hotel, The Shangri-La hotel has managed to increase its occupancies by radically dropping its rates from US$250 to US$95 in some cases. This is a short-term sacrifice of higher rates for a longer-term gain but it is conducted after careful planning and clear strategies. This is what made the hotel come "alive" and look up.

The "must win" mentality and attitude that taking risks will ensure not only survival but also success in the short term is something we must adopt and follow. Such short term actions will not degrade the image of the hotel or brand as it is understandable in such abnormal situations, and what will be more beneficial is that the success of the hotel will enable it to recover a lot faster when business starts to pick up.

The lesson to be learned is that we need clear strategies and in pursuing these strategies and actions, we will create more excitement in this current depressed mood, we need to uplift the moral and mood of our associates.

We have set up a Corporate Task Force team to assist our hotels in this current market situation. This team, jointly with the hotel team will create a 90 days action plan and implement the plan to achieve the goal. In the first month of implementation, our target is to increase occupancy for the hotel, the second month to achieve revenue and the third month, we aim to achieve a positive GOP (gross operating profit). This is a short-term plan to help hotels cope in the local environment.

The first hotel to be involved was our hotel in Kuala Lumpur where the corporate team met with the hotel team. After the action plan was implemented, the hotel team met every evening to review the progress and every Friday, a telephone conference will be held between the hotel and corporate team for a joint review.

Although the corporate team's function is primarily to work on the "what" issues, during this joint effort, we are also involved in the "how to's". In this short-term need period, every idea is required to help us achieve success. This is abnormal times, and we must do everything necessary to work as a team.

This concept will be applied to Jakarta next where members of the corporate team will visit the hotel at different times over the next three weeks to work with the hotel team on the action plan. I plan to visit the hotel at the end of March to meet with our team.

The Absolute Care model of ensuring that the guest is taken care of at every stage of his experience with us, from pre-arrival to post departure is one of our major focus this year. We must make sure that these standards are implemented consistently throughout our company so that our guest will experience the same basic standards of service.

We have prepared a checklist that will help hotels understand and implement the standards consistently. This checklist clarifies the intended standard for each action to help us provide a consistent service delivery. What we have provided is the framework and each hotel must adopt the basic framework and then propose modifications and improvements for their own property.

By practising Absolute Care consistently in all our hotels, we are showing our guests that we appreciate and value their support.

We have received a letter from the owner's representative of The Mauna Lani Bay Hotel and Bungalows expressing their appreciation of our efforts for the hotel. This is very significant and we will certainly put in every effort to help the hotel succeed.

We must look at every opportunity to promote the hotel, not only to the western market but also in Asia Pacific. The Singapore Regional Sales Office team led by Margaret Koh and Agnes Sek are currently negotiating with Cathay Pacific for charter flights to Hawaii from Hong Kong. This is very encouraging and the hotel has given its support to the project and has shown clear understanding of the needs of the Asian markets, taking into consideration the strength of the local currencies versus the US$.

After four years of working in PPHR Singapore corporate office, our colleagues Shozo Kita and K. Norioka have moved on to new challenges. I would like thank both of them for their contribution and greatly appreciate their participation in the office. Mr. Kita moves back to Tokyo to take up a new position within Tokyu Corporation whilst Norioka-san will join the Pan Pacific Osaka Regional Sales Office as Director of Sales. Thank you and Congratulations to both of you.

We will also like to welcome Mr. Tetsuya Sonobe and Mr. Yoshi Kaneda who takes over from Norioka-san. Mr. Sonobe was until recently General Manager of the Overseas Division of Tokyu Corporation and Mr. Kaneda was attached to The Pan Pacific Sutera Hotel Kota Kinabalu.

Another new member to the family is Kathy Shiffler who joins as Director of Sales in the New York Regional Sales office taking care of the eastern region of the US. Kathy was Director of Marketing at the Paramount Hotel in New York and has extensive experience in the hospitality industry. Welcome to Kathy.

Also Congratulations to Mr. Y. Inagaki who officially assumes the role of President, Tokyu Hotel Chain, Inc. as of 26 March 1999.

Thank you.

Yokohama -- Golf, Tennis, Basketball are the three official clubs formed by all the crazy sports players at PPHY to enjoy sporting outside of work. All clubs offer free lessons, loaning of equipment, one get together every month and a crazy camping trip once a year. Future plans include contests against other hotels, e.g. The Westin Tokyo, Yokohama Grand Intercontinental Hotel, etc. . . 100 associates have been allocated into 8 different classes, and from the beginners to the intermediate with Ms. Coreen Davis as the English teacher. She has lived in Japan for 4 years. . . The team sends its best wishes to Mr. Takao, the Assistant General Manager, for his dedicated effort and time from the pre-opening period.. He will be re-assigned back to Tokyu Hotel Chain. . . The wine seminar focussed on "RED Wine". Associates were taught how to match wine and meals, and the taste of three different types of wines. . . . ECOLAB (an international company that specializes in cleaning and sanitation) offered a scholarship program to Summer Hospitality Management Program at Cornell University for 2 weeks. This includes all expenses like school fees, accommodation, airfare and meals. Applicants must have minimum 5 years hotel experience and must be above manager level. Mr. Hiroto Maruyama the Front Office Manager was the lucky one.

Kota Kinabalu -- To further enhance the professional growth and development of associates, the hotel has launched an aggressive training calendar covering both hard and soft skills development. The main focus is on management / supervisory skills.

Whistler -- The team welcomed Margaret Koh, Director of Sales of the Singapore Regional Sales Office on her first trip to Whistler. The trip was to familiarize herself with the lodge and Whistler in general. She even took her first ski lesson in a snowstorm!

Malacca -- 2 sessions of PC workshop was conducted by William, MIS Manager on how to keep the computer virus-free and free up space on the computer hard disk. . . 25 associates gathered at the Loading Bay armed with brooms, dustpans and rags to clean all the fire exits and car-park areas. . . To ensure that cleanliness and tidiness of the Legacy Cafe is maintained at all times, a prefect is on duty during lunch hours to oversee the daily upkeep of the cafeteria. . . A 11/2 session on "Familiarization of Office Automation" was conducted to educate associates on how to operate office equipment. . . 16 participants attended the 1st meeting of Absolute Care Workshop based on the Round Table of talents format. . . An Educate the Leader Programme was conducted for Operation Assistants.

Singapore -- In conjunction with the Chinese New Year celebration, Ivy Lau of Human Resource Department taught associates to use ‘Ang Pow’ or red packets to make Chinese lanterns for decoration. . . This year, owners of the Hotel distributed ‘Ang Pow’ to all associates in appreciation for their hard work and contribution. A Lion Dance Troupe performed during the New Year to usher in wealth, prosperity and good luck for the Hotel.. . The Annual Associates Dinner and Dance "Times of Your Life" had a programme which included a ‘pom-pom’ futuristic dance performance by ten associates, Designer Eyewear Contest and the highlight was the Executive Committee impersonation of the local popular comedy artistes. The night ended with the management team dressed in various ethnic costumes singing "We Are The World".

Kuala Lumpur -- Associates and team leaders worked on a pre-assignments on Round Table of Talent to equip our associates with knowledge and skills in preparing, SWOT analysis and recommendations on Absolute Care. . . Managers and Department Heads attended the Bullet Proof Manager Series. Topics included How to Conduct More Effective Staff Meetings- and Body Language. . . New Associates participated in an Orientation to welcome them into the Pan Pacific Family. . . Associates attended fire fighting training.

Mauna Lani -- The associate recognition programme WOW was recently launched. Associates can now gain 'kamaaina' cards for outstanding efforts in guest and associate satisfaction. These cards can be redeemed for various prizes. Binkle Tanita from the Bay Terrace Restaurant and Divina Arenas from Private dining helped kick off the programme with a special recognition for their WOW performance. . .The Standard of the Week training continues with several departments being recognised for their achievements in weekly training - Debbie Martin (Private Dining), Guy Laguire (Rooms Division), Renae Cantyne (Housekeeping), Sheri DeCosta (Housekeeping), Lucy Kaohu (Banquet) and Alfred Medeiros (Rooms Division).

KLIA -- 18 associates selected to participate in the Round Table of Talent are undergoing sessions to prepare them for this year's Round Table of Talent, which is focused around the concept of Absolute Care. . . Several Team Associates have been selected for the 3 month long Team Leader programme. During this time, they will be trained in Supervisory and Managerial skills. . . . Grooming and cleanliness is the major issue being addressed by the Associate Care Committee. Candid pictures are being taken and used as examples to curb untidiness and unhygienic conditions. . . Business English for Managers and Team Leaders commenced on 3rd March 1999 for 40 associates. . . The security department conducted the first phase of fire fighting training for all managers and associates. The lesson was on how to use a fire extinguisher. In the second phase a Fire Squad will be formed, comprising 25 members. This squad will be fully trained on fire fighting skills and correct procedure to use the basic fire fighting equipment in the hotel.

Glenmarie -- 10 participants for the Round Table of Talent attended a briefing conducted by Mr Umehara who also listened to the challenges faced by the individual departments. His advice was for the team to develop a unique culture using the Pan Pacific vision and values as a framework. To base it on "Uniqueness", "Creativity" and "Flexibility". A service quality work team (actually consists of the 10 associates) will also be formed. . . . The Planning Committee and Department Heads attended a 1 1/2 day retreat at Palace of The Golden Horses Hotel. Topics discussed/presented included Sales Initiatives, Cost Initiatives, People Innovation issues, projects involving Y2K compliance in the hotel and a briefing on our financial status & comparisons with previous year's performance. . . The former Recreation room at the Casa Marie (staff dining room) was converted into a Career Development Training Room. The former training room at the People Innovation office is now the "Absolute Care Room" where counselling and interviews are conducted.

Manila -- The Team Professionals meeting with the General Manager was a success that when the Associates were asked if they want to organize a council of their own, they opted to have the Monthly Meeting with the General Manager. . . Another Make-It-Happen afternoon was organized to welcome new Associates. The new members of the Dream Team gave their best and most creative presentation through a fashion dance and a juggling act. . . We just a finished another round of orientation training for the new members of the Dream Team. A re-training on Telephone Ethics was conducted for all Business Services Associates. . . Lunch for all the celebrants for the month of March was held at one of the restaurants of Adriatico Square. Members of the Steering Committee, the General Manager and the Owners attended this birthday lunch. . . The hotel hosted the monthly meeting of the Association of Trainers among Tourism and Allied Industries (ATTAIN). Lunch was held at Café Mie. The participants were also introduced to the UNICEF project. . . A Team Building and Planning workshop was held for all Operations Managers and Team Coordinators of the Operations Team. Another follow-up session is scheduled in April.

Yokohama -- Mr. Abe (Bell/Door section) will be joining PP Manila on cross exchange program from late March. He will be placed on the Butler Program. Ms. Inoue, also from the same section, will be joining PPH Singapore to learn the different style of operation from late April.

Malacca -- Victoria Hilley (Director of Operations) has been transferred to PP Sutera Hotel, Kota Kinabalu with effect from 3^rd March 99. In Malacca, Victoria was in charge of the Rooms Division during pre-opening and opening of the hotel, creating a multi-functional and very versatile team in line with our new way of doing business. She later assumed the overall responsibilities of the day to day operations of the entire hotel, in the absence of a general Manager on the property.

Kuala Lumpur -- Kamarulzaman will cross train in the Engineering Department to enhance his practical skills. . . James Selvaraj will cross train in People Innovation.

Glenmarie -- Norliza from our owner's sister property Rebak Marina Resort in Langkawi will spend 2 weeks cross training at the Front Office Dept.

Kota Kinabalu -- Victoria Hilley joins the hotel as Director of Operations. . . Nila James is the new Communications Manager.

Singapore -- John Yap joins the hotel as Sales Manager. Prior to joining the hotel, he was the Sales Manager with Shangri-la Hotel.

Vancouver -- Hussam Saber has been promoted to Room Service Manager from Assistant Room Service Manager.

Kuala Lumpur -- Tetsuro Kano has joined the hotel as Keyaki Restaurant Chef.

Mauna Lani -- Adam Harms joins the Sales team, responsible for the East Coast area, developing new business in the group and FIT market.

KLIA -- Alexander Philip was promoted from Public Area Manager to Security Manager.

Yokohama -- JTB, the major Japanese travel agency conducted a survey amongst guests to rate all the hotels in Japan. The Pan Pacific Hotel Yokohama was one of the Top 5 listed in the survey, receiving 91 points for synthetic rating for January- December 1998 with an average point of 80. The other 4 hotels in the Top list are Park Hyatt Tokyo, Four Seasons Hotel Tokyo at Chinzan-so, The Westin Tokyo and Imperial Hotel.

Singapore -- Princess Maha Chakri Sirindhorn from Thailand and her entourage visited the hotel’s Keyaki Japanese Restaurant, during her recent visit to Singapore. . . President of the Republic of Yemen, His Excellency Field Marshall Ali Abdullah Saleh, stayed in the Hotel’s Presidential Suite during his two-day visit in Singapore, on the invitation of President Ong Teng Cheong. . . While having dinner at the hotel’s poolside restaurant, John Yap, Sales Manager noticed a male guest struggling in the water trying to keep afloat. Without hesitation, John dived into the pool to rescue the guest.

Kuala Lumpur -- The hotel was awarded the Tourism Asia Best of the Best 1998 in a vote by a panel of leading world-wide tour operators, it was based on the following criteria: popularity with clients, least number of complaints from clients, professionally managed and marketed.

Manila -- The hotel was featured in the evening talk show " Talk of the Town". Ms. Lea Villanueva, Director of People Innovation was interviewed about the Butler School. Butlers Boy Beloso and Andres Hipolito were also interviewed. Song numbers were given by Butler Andy and Ms. Ping Valencia, Director of Marketing & Public Relations. . . A general meeting of the Hotel Owners Association of the Philippines was held at the Pacific Lounge. Participating hotels included The Peninsula Manila, Hotel Sofitel, Cebu Plaza Hotel, Mandarin Oriental, Hotel Intercontinental, Westin Philippine Plaza, Hyatt Regency Manila, Holiday Inn Manila Pavilion, Manila Midtown Hotel, Century Park Hotel, Heritage Hotel, Manila Diamond Hotel and Manila Hotel. Mr. William Siy, Mr. Andrew McBurnie and Ms. Ping Valencia represented the Pan Pacific. . . The Pacific Lounge was again the venue of ABS-CBN Channel 2 ‘s program "F". The set up was a formal dinner with the female hosts interviewing the eligible congressmen of the country. Areas featured included the Gazebo, the rooms, bathrooms, gym, sauna and the pool.

KLIA -- For the first time since opening, we achieved a one-day record of RM201, 814.00 revenue on March 9, 1999 due to the Grand Prix Motorbike Second Trial run and Sepang International Circuit Official Opening. Formula One drivers and teams who attended the opening stayed at the hotel. VIP guests included Mika Hakkinen, Eddie Irvine and Pedro Diniz. We also catered for 2000 VIPs at the Sepang International Circuit during the official opening. The Superstar riders staying at the hotel were T Harada, Mick Doohan, Simon Crafar, Valentino Rossi, Checha, Aoki and John Kocinsksi. All associates from various departments pitched in to help. . . 20 Ferrari cars made a grand entrance to the hotel and Eddie Irvine; winner of the 1999 Australian Grand Prix in Melbourne was one of the drivers. The Ferrari cars were displayed at the hotel in conjunction with the Press Conference held for Eddie Irvine.

Whistler -- The lodge worked in conjunction with Make A wish Foundation to help a young child's dream come true. Jeremiah Moss is suffering from terminal cancer and his wish was to ski and snowboard in Whistler. The Lodge donated accommodation for Jeremiah and his family and Whistler/Blackcomb and local convenors provided equipment and lessons for the weeks stay. . . The Lodge received an excellent guest account in the Departures magazine where Mr. John Clark wrote about how pleased he was with the accommodations and surrounding of The Pan Pacific Lodge.

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• Henry David Thoreau -

• Dr. Robert Schuller -

Vancouver -- All departments conducted a spring cleaning exercise and sold to associates items that were out of date and materials that would not be used. . . A special Valentine's Day lunch was held for all associates at the Portside Café with managers playing host, server, busser and chef. . . The internal safety team has interviewed associates on the ergonomics of their working areas covering posture, lighting, placement of computers and screens and other areas in relation to their daily work environment.

Kuala Lumpur -- A joint Hari Raya and Chinese New Year luncheon was held at the Pacific Ballroom. . . We have embarked on a safety awareness programme and came up with 30 different safety slogans. These slogans were printed and placed in various outlets and staff working areas to constantly remind and educate our associates on safety in their various working areas and to reduce risk of accidents. This is also in compliance with the department of safety and health guidelines. . . Sales of beds took place on March 13, 1999 from 12 noon till 3 p.m. 70 single beds and 45 double beds were sold to associates and the total collection was RM7,750.

Whistler -- The Lodge will be co-ordinating with a local safety company to provide fire and first aid training to all associates. A safety committee will also be set up to concentrate on specific safety concerns. . . The Lodge is also working with the Local Hotel Association to develop a coordinated action plan in the event of a resort wide emergency such as floods or avalanches.

Malacca -- Sariah bte Muhd from Saffron Casual Dining Restaurant recently showed she had

true team spirit by Sariah returning a handphone left behind by a guest in Saffron Casual Dining Restaurant.

Mauna Lani -- In observance of the 16^th anniversary, the annual blessing was held at the atrium, officiated by the Reverend David Kaupu and hotel historian Danny Akaka. Guests and associates also attended this event. . . At the weekly GM's cocktail, guests were treated to a Chinese New Year firecracker firing and Lion Dance performance.

Kota Kinabalu --Carrying on with the "Hearts" and "Star" tradition, associates are trying hard to exceed guests and associates expectations. The next milestone for many is 20 Stars.

Kuala Lumpur -- Ahmad Sobri, Derrick Felix and Wee of Banquet Operations received commendations for exceeding the customers Ika Riana of SMC Freemaker (M) Sdn Bhd.'s expectations. . . A comprehensive Butler Service Programme has been started on the Pacific Floors. The butlers known as Care Agents are currently on the job training which covers Housekeeping, Pacific Lounge, and the Mini Bar. . . Guests who utilise the Business Centre for more than an hour are offered complimentary coffee and tea. . . The hotel heralded the Chinese New Year of the Rabbit with a 90-minute lion dance performance on the seventh day of Chinese New Year of _"Yan Yat" or "everyone's birthday". Three lions meandered their way from the main lobby to Hai Tien Lo, Selera and Keyaki restaurants, before gracing the management offices with their presence and returning to the main lobby for the grand finale. . . The team hosted a Chinese New Year Open House for its corporate, travel and media friends. As a wish for good luck and prosperity for all, GM Christo Diamandopoulos, several guests and associates did the honours by tossing up the Raw Fish Salad.

Yokohama --The Turandot Chinese restaurant will offer the dinner-opera for the second time at \11,000 per person including the concert. This event will be held once a month. . . We started a light lunch menu at the Somerhouse lounge targeting at neighboring working ladies. The price of \1,300++ includes soup, a choice from two kinds of sandwiches and dessert with tea or coffee. . . . A monthly Mini Bridal Fair will be held to tap the huge wedding business in Japan. This fair attracts about 300 visitors each time.

Manila -- Le Taxi, Sapporo Sam, Café Mie, China House and Osteria Bacco sponsored the anniversary telecast of the evening program "Talk of the Town". . . The hotel hosted the interview segment of the new television program "F". Le Taxi catered the formal dinner. The preparation and presentation of the food were featured. Chef Sau was also interviewed.

Malacca -- To celebrate the end of the millenium, Silk is offering the Set Lunch Menu at RM19.99nett per person while children eat at half-price. Guests select from the menu offered. Minimum of 2 orders. . . Silk is offering a Family Set Dinner at RM32.00nett per person while children eat at half-price. Minimum of 2 orders. . . A new concept with a twist at Saffron allows guests to select from the various stations what they want to eat and pay for that station only. Guests can eat Ice kacang at RM5.00nett, noodles or pasta for RM5.00nett, salad at RM7.00nett and desserts at RM7.00nett or a combination of the above.

Vancouver -- The Five Sails Restaurant celebrated the opening of the world's most expensive single Malt Scotch with a US$330 per person dinner and Scotch tasting. The bottle of 40 year old Scotch was valued at US$7,500.

Kuala Lumpur -- Spend RM500 And get a One Night Weekend Stay For Free! Valid from March 1 to April 30, 1999, this promotion is applicable to all guests who spend a minimum RM500 in a single bill when dining at the Keyaki Japanese Restaurant. . . Selera is promoting its buffets for both dinner and lunch. For every booking of 10 persons, organiser will get redemption for 1 person. Valid till April 30, 1999.

Kota Kinabalu -- The new entertainment outlet KK's Headhunter will open its doors soon.

Tired of cleaning yourself? Let me do it…….

Mauna Lani -- The Wine Spectator magazine, an upscale magazine for serious connoisseurs and collectors of wine featured the Canoehouse menu, the only restaurant from the Big Island to be featured. . . Brides magazine conducted an extensive photo shoot at the hotel whilst the Gourmet magazine will feature the hotel in their May issue.

Kota Kinabalu -- The hotel celebrated its 1^st anniversary on March 17 by offering a complimentar6y night stay on that day to all corporate clients who stayed a minimum of 2 nights from March 17^th.

Whistler -- The Lodge has once again topped all hotels in Whistler with the highest average paid occupancy and RevPar (revenue per average room).

Yokohama -- Pan Pacific Money (\1,000 and \500 ticket) will be offered to repeat guests at front desk and Cafe Tosca as a Repeat Guests Promotion till May 31, 1999. At front desk, one \1,000 ticket will be given to a guest per stay room upon checkout. At Cafe Tosca, a \500 ticket will be given to the guest with a bill over \10,000. Those tickets can be used at our front desk or at Cafe Tosca at their next use. . . Friendship Campaign will be valid till May 31, 1999 to all the branch offices of JTB, the major travel agency in Japan. Prizes to be won are : 1st place: Complimentary stay in the Ocean Suite room on the fireworks day. 2nd place: Dinner at Queen Alice for two. 3rd place: Lunch at Cafe Tosca for two. . . Mr. Sarp explained the 90 days emergency plan to all associates at the general staff meeting. The objective of this plan is with corporate support, a team has been formed to target specific markets and organizations and work actively to drive incremental business encouraging all associates to be a sales person. This is in support of the hotel sales team who will continue to service and maintain their current accounts.

Singapore -- The Sales & Marketing team invited 150 top clients and travel trade journalists for a lunch which included the traditional ‘Lo Hei’ - tossing of the traditional raw fish salad. The lunch was to thank them for their support, to build better rapport and to wish them prosperity. . . This educational tour for Egypt's top agents from Cairo was jointly organised by Singapore Tourism Board and Singapore Airlines. The hotel provided accommodation with breakfast and conducted a site inspection. . . This 18^th year Asean Tourism Forum (ATF) was held in the Singapore International Convention and Exhibition Centre to promote the ASEAN region as a tourist destination. This event involves both the private and public sectors of the tourism industry and is held in different ASEAN cities on a rotational basis. The main component of ATF, the ASEAN Travel Exchange (TRAVEX) provides an excellent opportunity for ASEAN sellers to meet up with international buyers from major travel markets. The hotel provided accommodation and event venues for the ATF delegates. .. The Amex / Qantas Corporate Familiarisation group was led by Lisa Campbell, Director of Sales from Regional Sales Office in Sydney consisted of companies like Bechtel Australia, Morgan Stanley, Merrill Lynch, Mercedes Benz (Finance ) Aust Pty Ltd, Kaverner Australia, JMW Consultants. This trip was organised jointly by Amex and Qantas. . . Singapore Labour Foundation (SLF) Educational Tours Award for Model Workers 1999 . The objectives of this Award is to recognise and reward workers who have contributed significantly to their companies’ productivity, encourage companies/employers to practise company welfarism and widen the horizons of the workers through educational tours. . . Miyazaki Beef is highly reputable in Japan as the top-quality Pure Black-coat Japanese Beef. For the very first time in Singapore, Miyazaki Prefecture held an exclusive food sampling and business discussion session for wholesalers and retailers.

Kuala Lumpur -- The hotel hosted a class on aromatherapy for members of its Explorer Club. 30 members attended the session by Body Shop. The class began with a talk on aromatherapy followed by a hands-on experience on massaging in oils. Members also had the opportunity to blend their preferred oils. . . Mr Kim Liang Tan is a contributing writer to business travel columnist George Hobica"s nationally syndicated business travel column which runs on Copley Newswire throughout North America. The hotel hosted him for two nights in return for press coverage in the column and other potential publications. . . Hosted lunch and site inspection for the following groups: Kiwi Tours Germany, Reliance Spain and All Nippon Travel Agents Association. . . Secured 12 high level Iranian Government officials including the Advisor to the President from February 9 to 13, 1999 through United Nations Development Programme Agency.

Vancouver -- 85 packages of The Valentine's special were sold including accommodation and a choice of dinner or Sunday brunch.

KLIA -- The Banquet and the Travelllers Bar & Grill Restaurant team conducted a sales blitz to promote the happenings in the month of April – Secretaries Day. . . Siti Nurhaliza (Malaysian top female singer) will perform for our Secretaries Day at the Travelllers Bar & Grill Restaurant. . . The Explorer Club members had the opportunity to tour the Kuala Lumpur International Airport and the Sepang International Circuit. The members were also treated to a buffet lunch in the hotel.

Glenmarie -- A group of 11 Corporate Agents organised by MAS Melbourne & PPHR Sydney RSO, arrive for a site inspection & hosted lunch. . . The hotel hosted a sit-down dinner for all delegates who were staying at PPG, attending the Asian Song Festival held recently in Kuala Lumpur.

Kuala Lumpur -- Due to the challenging economic situation the Government has called for a reduction in the outflow of money; this includes reducing the number of foreign bands working in hotels. The Malaysian Association of Hotels (MAH) supports the call made by the Ministry of Culture, Arts and Tourism Malaysia, however has highlighted to the Ministry that there is a need for an interim period until the supply is able to meet the demand. . . The Ministry of Health has proposed an amendment on the issue of smoking which extended the restrictions of non-smoking area to 70/30, appropriate signage (50cm x 40cm) to be displayed and ventilation system to include propeller fan. Malaysian Association of Hotels (MAH), in collaboration with IHRA started a Courtesy of Choice- programme.

Malaysia - Business Times - March 1, 1999. . Nation-wide, it is understood that the government's target of 84,000 hotel rooms by the year 2000 was surpassed in 1997 when the year recorded hotel rooms exceeding the 100,000 mark. Statistics update showed a total of 1,411 hotels offering 113,346 rooms. Last month, the city hotels & service apartments recorded an average occupancy 35.7%. The economic downturn was the main cause for the low occupancy. Established hotels cannot sit back and allow this to happen...so a rate war

occurs. Tourist arrivals last year was recorded at 5.2 mil., down 16.1% compared to 1997's

arrival figures of 6.2 mil. The figures are also off the 6.8 mil target set by the Culture

Arts & Tourism Ministry for the year. To overcome the problems faced, hoteliers can look at their own operations. Closing certain floors may see them reducing operational costs. Tying up with an airline or tour agency in offering charters, for example, may see it bring in the

numbers.

Kota Kinabalu -- Due to the economic turmoil, the market place still sees a low average rate with a lot of "bargaining". The hotel is staying on track with its vision and strives for an advantage over competitors through excellent service delivery.

Yokohama -- The Pan Pacific Getaway package for foreigners of international communities or circles is valid from April 1, 1999 through June 30, 1999. The rates are \20,000++ for Monday-Thursday and \25,000++ for Friday/Sunday/eve of public holiday. This package is offered for our guests to getaway from the hustle and bustle of Tokyo. A 50% discount is offered on the package rate for additional room per family for maximum two children under 16 years of age.

Malacca -- STAY 3 PAY 2 PACKAGE weekday - RM 198nett per night. (min of 2 nights, 3^rd night free) Superior Room inclusive of breakfast for 2 persons: Weekend - RM218nett per night (min of 2 nights, 3^rd night free) Superior Room inclusive of breakfast for 2 persons

Optional package of RM220nett for a Superior Room inclusive of breakfast for 2 persons. Packages valid until 30^th June 1999.

Mauna Lani -- A special "Preview to the Millennium" package offers a 4 days/3nights stay in ocean view room, 2 rounds of golf for two, two 50-minute massages, deluxe fruit basket, champagne and canapés for US$1999, available till 15 December 1999. . . The Spa package, created in conjunction with the opening of the new facilities offer 4 days/3 nights stay in ocean view room, 6 spa treatments, deluxe fruit basket and a selected spa amenity for US$1999.00. . . . The 10^th anniversary of Cuisines of the Sun will fall in July with a theme "As Good As It Gets : Culinary Marvels for the new Millennium". The package includes 5 days/4 nights in ocean view room and attendance to all events for US$2,215 (single) and US$3,204 (double). For attendance to evening functions only and room for 5 days/4 nights, the price is US$1,954.00 (single) and US$2,683.00 (double).

Kuala Lumpur -- Pacific Plus Package with rates starting from RM230 nett per night valid

until December 31, 1999. Package includes full American breakfast, RM48 food credit per day (on Friday, Saturday and Sunday only) and late check out. . . RM99 Voucher valid from January 1 to March 4 room nights totalled to 1,367. . . The D.A. Package priced at RM216 nett per room per night has been extended until March 31, 1999. Based on single or twin sharing, it is inclusive of buffet breakfast and free meal worth RM48 per day, non-accumulative.

Manila -- The hotel is currently promoting it's newest package--The Holy Week Package of Executive Room at US $75++ inclusive of buffet breakfast, complimentary local calls, newspaper, use of the gym, sauna, Jacuzzi and swimming pool, and 24 hour Butler service.

KLIA -- The Last Day Package of RM290.00 nett hopes to encourage guests to stay at the hotel on the day before their departure. This package is paired with a free transfer to the hotel. The guest will be chauffeur driven from the place they are staying (anywhere in Klang Valley) right to the hotel lobby if they choose to stay with us on the last day before their departure.

Whistler -- The new 1999 summer packages gives guests the option to select from the various activities available, e.g. kayaking, river rafting, horseback riding, bike tours, hiking etc. . . The Golf Packages accommodation in a studio suite with an option to upgrade to a one or two bedroom, the guest can choose from one of the four-world class golf courses of his/her choice. Depending on the season, the rate for a one-day golf package starts at C$194.00

Malacca -- 2 PPLHM Chefs were invited to be judges at a Scouts' function entitled "Lord Baden Powell Day" at SMK Catholic Highschool. They were Chef Khoo Chai Zoo from Silk and Wong Chin Seng, Saffron Team Leader. . . Stamford College Hotel Management students had the opportunity to take a closer look at the of a hotel when they came for a Fam trip. A total of 44 students and 2 lecturers were shown the various depts.

Vancouver -- $100 from the $500 ticker for the exclusive Scotch dinner tasting was donated to the B.C. Children's Hospital. . . Donations of bedding and linen were made to local charities including the newly opened Youth Hospice for Homeless Children.

Glenmarie -- With the remaining funds raised from the Charity Golf Tournament '97, the hotel

Selected 2 local primary schools in need of assistance to better education for the students. Each school benefited RM5,600.00 from this activity. . . Visit to SRK (Tamil) Glenmarie Cheque presentation - to assist in building additional classroom. . . Visit to Sekolah Kebangsaan Subang with a contribution of classroom cabinets, tables, chairs and floor mats amounting to RM5,600.00.

Singapore -- For charity, the hotel urged guests to contribute to the Singapore Children’s Society by tossing coins into the Fountain of Good Wishes and wish for Happiness, Wealth and Good Luck. The collection for the whole month of February amounted to S$2,232.13.

Kota Kinabalu -- The charity event of the month was a 3-day garage sale with funds being donated to the orphanage to purchase essential items.

Kuala Lumpur -- In conjunction with Times Extra 8th Anniversary, PP Kuala Lumpur, KLIA and Glenmarie presented a basket made of chocolate pralines to the editor, Puan Nuraina Samad.

Before I begin this month’s story I have to apologize to everybody about the mistake I made in last month In Touch. The restaurant name for Pan Pacific Hotel Yokohama is "Queen Alice" and not "Queen Elizabeth". I would like to send my deepest apology for my mistake and for any inconvenience caused.

For 10 years Tokyu Corporation had two different companies to develop and operate hotels around the Pacific Rim. They were as you know Tokyu Hotels International (THI) and Emerald Management Company (EMC).

When Y. Tanaka president of EHC and EMC passed away in 1988 R. Kunieda, then Executive General Manager of Overseas Division succeeded the position. Y. Inagaki headed THI, then Vice Executive General Manager of the Overseas Division. N. Gotoh, Chairman of Tokyu Corporation, passed away on 20^th March 1989. All these made the distance between EMC and THI much closer and the idea to unify the two operating companies sprung up. To enhance market recognition of the trade name Pan Pacific Hotels & Resorts this was quite obvious.

Merger of the two companies to a new company required consent from the owning company for transferring Operator’s right in the agreement with THI and EMC. This took a lot of time, as the owner is usually reluctant unless we demonstrate this change makes a significant merit.

Before the actual merger Tokyu Corporation decided to start administrating THI operation and EMC operation jointly. EMC was assigned as the Headquarter of those activities, and the consultant agreement was executed between THI and EMC. EMC was to undertake management consulting works of all hotels managed by THI. The agreement became effective from April 1, 1989.

In early part of 1995 we arrived to the stage that an incorporation of the new company was realistic. The site of the head office was decided to be in Singapore, taking into consideration of accessibility to the hotels in South East Asia as well as the tax incentive measures offered by the Singapore Government.

The new company by the name of Pan Pacific Hotels & Resorts Pte. Ltd., a Singapore Corporation was incorporated on June 26, 1995 with its capital held 100% by Tokyu Corporation. Together with that the company has a subsidiary in US by the name of Pan Pacific Hotels & Resorts America, Inc. which looks after Vancouver, San Francisco, Mauna Lani and Whistler. They are also to supply the latest information of hotel management skill developed in North America.

On July 1, 1995 THI transferred to PPHR, 10 Management Agreements, fixed assets of Sales Office in Hong Kong, Sydney, Singapore and London and all shares for IRS (International Restaurant Service) and to PPHR America, the Management Agreement of PPH Vancouver.

This is how it is now and we are heading towards the future. Our dream at Tokyu Corporation is to make Pan Pacific Hotels & Resorts renowned hotel-chains in the world.

If you would like to know anything about Tokyu Corporation please e-mail me at:

kazuyoshi.shimojima@tkk.tokyu.co.jp