Ichigo Umehara

The indications in Singapore seem to show that things are getting a little better. Revenues in food & beverage outlets shows a slight improvement, indicating that more local Singaporeans and residents have started to spend more on dining and entertainment. This is perhaps a sign of more confidence in the economy.

However, hotel occupancies and room rates still remain low and in-bound business travels has yet to pick up in the same manner. I feel we have seen the worst and that, things will only start to get better, quicker in some areas than others. People are more optimistic for the future and in time, the stock markets will pick up to the levels before the foreign exchange fluctuations.

As we expect business to pick up gradually, we must prepare ourselves to aggressively approach this scenario and how to gain a larger share of the market when it picks up.

We started the first Round Table (RTT) meeting in Mauna Lani where 25 participants attended the 2-day session. The main theme discussed was on the Pan Pacific style of doing work. At the end of the two days, I was very happy to see 25 very enthusiastic associates who not only were ready and eager to start practising the Pan Pacific way but also share the philosophy with their colleagues. I would like to share with you a short excerpt from an e-mail to me from Charlene Goo, Director of Operations on some of the follow-up reactions to RTT:

"……..Mike Stevenson (Beach & Pool) who shared his RTT experiences with his fellow associates……that day, he and one of his colleagues were walking up to lunch and saw a Banquet associate unloading furniture and went over to help. The associate was so appreciative and overwhelmed with the unsolicited help. On Thursday morning, Mike spoke to another group of associates about his RTT experience and as he mentioned helping other areas such as laundry, Sheri from housekeeping brought over her fellow associates from the laundry to show them how they could help their fellow beach and pool colleagues…."

This is exactly what the Pan Pacific way of work is, how to help others without expecting anything in return other than the satisfaction of being able to assist another. Taking the initiative to ensure that guest and associate satisfaction is exceeded.

In San Francisco, 10 associates participated in the two-day session. The group showed much enthusiasm and excitement and was raring to take very positive and proactive steps to share their experiences with their fellow associates and practise the Pan Pacific way.

We met with a group comprising of 10 associates from Vancouver and 3 from Whistler for the Canadian RTT. The main difference for this session was that Whistler opened with practising the Pan Pacific way from the beginning. Whilst one team found it easier to understand and accept the philosophy, the other team would need a little more time and encouragement to embrace fully this way of work.

Overall, I am confident that we are on the right track but some hotels will take a little longer than others to understand and adapt but ultimately, everyone can see the value in doing business this way. I encourage everyone to adopt this mindset, for in this challenging environment, we must do everything possible to enhance our position over our competitors in our own market places.

PPHR hosted a lunch for Mr. Shimizu, President of Tokyu Corporation and his wife in the corporate office when they visited Singapore to participate in the Tokyu Association meeting. It was a very casual lunch with discussions flowing freely.

Mr. Shimizu then spoke to the members of the Tokyu Association of Asia who had gathered for their annual meeting. His comments on the company's future direction and goals followed by a question and answer session were very refreshing and different. This is the first time that a Tokyu top manager had conducted such a session, reaffirming the open style of communication similar to what we practise.

Tokyu Associations in Asia and North America are made up of Tokyu Group companies operating in different companies and these associations' activities include community service and recreational functions. Being a member of this association, our hotels should participate in its activities as presents you with an opportunity to be involved in the community plus network with the other members.

On May 14^th 1999, the management contract with Westmount Leisure, the owner of the Malacca hotel ceased. It is a clear sign of the business difficulties that the region has experiences and at the same time, we felt that it was more beneficial for the owner to operate the hotel themselves.

This hotel was originally planned to have 250 rooms; however, the owner only completed 140 rooms. Our operations were planned to run a 250-room hotel, but because of the lack of business, we were not able to advise the owner to finish the balance of the 110 rooms.

Therefore, we judged that it was more beneficial for the owner to continue the management of the 140-room hotel themselves and without the Pan Pacific name, style of work and quality. Although it was a difficulty decision to make, we agreed to do it amicably. No associate was retrenched and most did elect to remain working for the hotel. This was a difficult business decision but it had to be made nonetheless.

It is with regret that we announce the resignation of John Malins, General Manager for The Pan Pacific Glenmarie who leaves at the end of May. John has been with Glenmarie for 2 1/2 years and has approached his work with a high level of commitment and practicality. We appreciate his dedicated efforts and contributions that John has made to the hotel and Pan Pacific and wish him the very best in his future endeavours.

Thank you.

Manila -- The birthday celebrants for the month of April were treated to lunch at Café Mie coinciding with the food tasting for the new menu of Adriatico Square’s China House and Café Mie. . . The People Innovation Team headed by Lea Villanueva conducted a teambuilding and systems analysis workshop with the Operations Team. The Engineering Team will be next. . . Training for CPR is underway. The Philippine National Red Cross will conduct this . . The following are nominees for the Mabuhay Awards: Jury Domino for the Team Professional, Aubrey Tolentino for Team Coordinator, and Mirielle Gose for Operations Manager. Mabuhay Awards is initiated by the Association of Human Resources Managers in the Hotel & Restaurant Industry. . . Butler Jury Domino is also nominated as Frontliner of the Year sponsored by Department of Tourism. . . Sportsfest will be launched in conjunction with the associates’ outing scheduled for end of May. There will be inter-color competition to promote teambuilding and camaraderie. The annual outing, will be held in Splash Island in Laguna.

San Francisco -- Ten middle managers and supervisors participated in the Round Table of Talent conducted by Mr. Umehara and Lyndall de Marco. The enthusiasm was high and all participants returned very good reports of the activity.

Singapore -- The nine associates who have enrolled in the Certificate In Hotel Management course, jointly organized by Ngee Ann Polytechnic are Joanne Ler (Purchasing Manager), Shamsudin Rahman (F&B Manager), Kenny Low ( Lounge Manager), Chi Pin Han (Keyaki Chef), Arman Jumaat (Front Office Team Leader), Sivanason (Cost Controller), Shealin Koh (Assistant HR Manager), Mustaffa Hassan (Chef Concierge) and Rickson Chua (Chief Accounts Receivable). They have just completed their first module, which covers Quality Service Management.

Glenmarie -- An Administrative Development Training Program was conducted to educate key admin associates on PPHR's corporate image. Course contents included guidelines on internal and external correspondence; internal administration procedures; communication & positive work attributes. Program facilitators : Charlotte Tan, Sabrina Choy and Marcia. . . The Human Dimension of Quality was conducted for all Managers and Assistant Managers. . . Computer training classes were held for beginners. . . A 2-day re-orientation program for associates from various departments included briefing/presentation from all department heads, an overnight stay and meals in hotel. . . Training on CPR & injuries related to workplace was conducted for all associates. . . External training on Microsoft Office was held for all administrative associates and outlet managers. . . Financial Controller, Steven Loh, led a forum on the hotel's financial performance. . . The "Train the Trainers" sessions were held for all Assistant Managers and Team Leaders.

Yokohama -- Phone Manner training was conducted for food and beverage staff on courteous handling of reservations. Actual conversation on the job was recorded to review and further improve skills and role-play practises were conducted. . . In conjunction with the upgrading of the CC mail system, training was conducted by the Technical Services Department and an outside computer consulting company. . . Lower back support training to assist those who suffer from lower back pain. The session was conducted by a professional psyiotherapist inside the Le Grand Socie aesthetic salon. The lecture included stretching exercises to avoid pain from unnecessary movements. The participants practised how to lift beds and how to do other movements related to their inspection duties.

Johor Bahru -- The Johor Bahru Fire Department conducted a Fire Squad Training for the

hotel fire fighting squad. Twenty-three associates from various departments took part in the 5-day course which covered subjects such as types of fire and how to fight them, use of fire fighting equipment and also practical training on how to rescue guests and CPR. The course included a half day session at the fire station where the participants underwent physical training including climbing up buildings and abseiling. . . Twenty members of the Steering Committee and Board of Operations attended a one-day course on Domestic Enquiry Procedures. This was conducted by Mr M. Vivekanandan of the Malaysian Employers Federation who detailed the types of disciplinary problems, and step-by-step procedures to be taken in the event of a gross misconduct. .

Bangkok -- 83 associates participated in a 2 hour classroom training on safety and security in the workplace. . . 5 associates attended a 5-day training on First aid.

KLIA -- Nineteen new associates joined the PPHKLIA `family'. The Management showed their appreciation to the Managers and Associates for a job well done during the Grand Prix Finals with a thank you party. They had lunch and were entertained by the Alleycats at the Traveller's Bar & Grill and received a `Certificate of Appreciation' each. Hampers were given to those who answered the quiz questions on the Grand Prix that were prepared by People Innovation . . All managers in the hotel went through a 2-day counseling and Discipline workshop using role-play and interaction. Discipline and counseling techniques were also shared with all participants.

Mauna Lani -- Congratulations to the managers who achieved outstanding Standard of the week training results for the first quarter - Lourdes Hernaez (Stewarding), Sheri DeCosta (Laundry), Debbie Martin (Private dining), Renae Cantyne (Housekeeping), Alfred Medeiros (CBX). . . 25 associates participated in Round Table of Talent coordinated by Mr. Umehara and Lyndall de Marco. The sessions were a success and managers left with many insightful ideas and a better understanding of their own growth and contributions to the company. The excitement has spread and the team is on a crusade to achieve Absolute Care for guests and each other.

KL -- All Associates participated in an Absolute Care and Branding class to inculcate a "caring without compromise" mindset. Issues presented included the implementation of the 10-foot rule, usefulness of open communication and saying "thank you" through the hotel. Associates were also briefed on "The Shades - corporate advertising concept" to increase brand awareness for our guests and associates. . . Department Heads participated in the BulletProof Manager Series. The topics included "The psychology of Successful Negotiating" and "Team Building: How to Build a Winning Team". . . Associates and manager took the Diploma in Hotel Management - Tourism Statistics. . . New Associates took part in Orientation - Day 1 & 2 (Malaysia Host) which served to welcome new associates to the Pan Pacific family and familiarise them with our facilities, services and knowledge in the hospitality industry. . . Fire fighting skills training was held. . . Train the Trainer sessions were also conducted to enhance associates" knowledge and skills in training others. . . The Banana Eating Competition at the recent associate gathering saw first prizewinner, Annuar Abdul Rahim (Housekeeping) eating17 bananas in 3 minutes to win a radio cassette player. Second was Nor Afiza Hamdan (Keyaki) with 12 1/2 bananas and third was Sehwan Supalil (Laundry) with 12.

Dhaka -- Training sessions included fire fighting and safety procedures, Medicare, Spirit of Hospitality, English centre for the Career Development Institute, industrial attachment by trainees of the Travel and Tourism Institute of Bangladesh, computer training and revenue plan and austerity programme for all departments. . . The birthday celebration for April celebrants was held at the Barnali Stars followed by a certificate awards ceremony, Star Card distribution amongst others.

Pangkor -- Winner for the Heart of the House is Siti Roayah (Housekeeping) and Front of the House Sundar a/l Nadarajah (Front Office). . . Associates from the Gift shop received customer service training from Shirllay. . . A Motivational Benchmarking session to Penang was held for No.2 Department heads. . . F&B had introduced the WOW guest service champion comment cards in all outlets. . .Senior management attended a Camp Able session to Pulai Sembilan. . .The Collective Union Agreement has been successfully concluded. . . The RTT group went to Penang to attend the Malaysian Host meeting. . . The new associate newsletter "Baywatch" has been produced by Shirllay . . . Training for Guest Service teams for pool and beach areas to promote the New Seri Dewi recreation package and other food & beverage activities were held.

Manila -- Operations Manager Boy Beloso is currently in The Puteri Pan Pacific Hotel Johor Bahru training Butlers for their Pacific Floor.

Yokohama -- Ms. Amber Egea from Manila and Ms. Delphine Koh Singapore will join the team for three months to learn more about the Japanese language and culture.

Johor Bahru -- Rooms Manager, Zaleha Ibrahim, spent one week at KLIA to observe the Front Office system and procedures. . . Elpidio Beloso Jr, the Chief Butler of our Manila hotel will make a one-month trip to train a brand new team of butlers, the Absolute Care Executives (ACEs) for the Pacific Floor. . . Ahmad Sobry Ahmad Din, Banquet Operations Manager from Kuala Lumpur is assisting the Banquet department for one month.

Vancouver -- Genio Pirri (Training Manager) spent two days at the Whistler Lodge presenting a programme to the team.

KL -- Kamarulzaman cross trained in the Engineering Department to be more multiskilled in the Engineering department. . . Mohd Fauzi Mubarak received cross exposure in the Care Agent program to be familiarised with the operations of Care Agents.

Vancouver -- Trevor Cool and Axel Flores have been promoted to Assistant Room Service Managers.

Singapore -- Zainudin bin Abdul Rahman, who used to work with the hotel between 1988 and 1992 has rejoined as Assistant Laundry Manager.

Johor Bahru -- Muhamad Apandi Adnan is the new Operations Leader for the Newsroom Cafe

San Francisco -- Celebrities included famous designer Gianfranco Ferre; Italian tenor Andre Botcelli; rock group Cranberries; Carly Fiorina - Group President of Lucent Technologies, recently ranked as the number 1 most powerful woman in American business; Hawaiian congressman Matsui; and a party from the Japanese Consulate which included Shingo Nishimura, member of the House of Representatives and Fumio Kyuma, former Director General of the Defense Agency.

Pangkor -- The Star Rating Review visit by the Ministry of Culture, Arts and Tourism will recommend that a 4 star rating be accorded to the resort. . . A special hotel award for support of the Fire Brigade was given by the Federal Government to the resort.

Manila -- Mr. Andrew McBurnie was recently voted the Executive of the Year by the Philippine Association of Secretaries. . . The hotel became the second home for Hollywood stars Richard Grieco, Will Stewart and Athena Massey for over a month during the filming of the movie VITAL PARTS.

Singapore -- Award-winning Executive Chef Chan Chen Hei (Hai Tien Lo Restaurant) made extensive headlines when he introduced a Banquet of Ancient Chinese Cuisine at S$500 per diner. His lifelong passion for Chinese cuisine and antiques resulted in a unique Epicurean journey and exhibition of his personal collection of relics, some dating back to 4,000years. 75 diners savoured 12 exquisite dishes from ancient recipes during the one-day banquet. Beside the local media which included the Chinese TV news programme, "Good Morning Singapore", he was featured in the Chinese regional news network, China Television Network and the regional weekly magazine, Yazhou Zhoukan. . . 50 senior executives of Tokyu Association offices in Hong Kong, Thailand, Philippines, Malaysia, Indonesia and Singapore attended the Tokyu Association of Asia General Assembly. The one-day event included an AGM, Breakthru and dialogue sessions. The meeting was lead by Mr. Shimizu, President & Chairman, and Mr. Hisashi Nagatoshi, Vice President of Tokyu Corporation. . .Clark Hatch Life Spa World Managers Conference, 1999 saw 33 participants from USA, Japan, China, Vietnam, Thailand, Indonesia, India, Philippines, Malaysia, Guam, Australia, Taiwan and Singapore meeting to discuss, share ideas and experiences, interact and exercise to keep fit. . . Sopexa S.E. Asia organised the Alsace Wine Dinner at the Hai Tien Lo. The evening was hosted by Mr Thierry Fritsch and Mr. Ch’ng Poh Tiong, well-known wine critics who shared their knowledge with 60 enthusiasts on the wines that were offered with each course.

Yokohama -- The hotel was featured regularly by Nihon TV, TV Tokyo and TV Asahi during in April. The restaurants, Queen Alice, Oshidori and Cafe Tosca were introduced with their speciality foods and services for each program. This resulted in an increase in telephone reservations at each restaurant. Each program rated 12.5%, 4.5%, 7.8%, and 6.9%, meaning that approximately 32 million nation-wide viewers watched it. It also resulted in people queuing up for Cafe Tosca's dessert buffet for several days.

Johor Bahru -- Corporate Director of Education and General Manager, Lyndall De Marco, was invited to join the Travel & Tourism business and industry delegation to the United Nations Commission on Sustainable Development (UNCSD) in New York. Lyndall was one of only 25 participating industry leaders from around the world. She attended UNCSD's first ever dialogue on travel and tourism and spoke on Pan Pacific's Youth Career Development Programme (YCDP). The YCDP was featured as an example of a practical industry initiative. . . The hotel presented a roast prime rib of venison and a beautifully decorated fruitcake to His Majesty the Sultan of Johor on the occasion of his 67th birthday. The fruit cake was decorated with a life-size violin made of sugar which Her Majesty, the Sultanah, thought was made from real wood. The roast venison was presented on a specially made three-tier wooden tray and was decorated with beautiful vegetable carvings. The sauces were served in carved pumpkins, and the top tier of the tray was decorated with miniature yam carvings of Malay traditional instruments. . . Popular Malay group, Raihan, Malaysia's top 'nasyid' group, which sings contemporary religious songs, stayed at the hotel during their recent concert. . . Veteran artistes from the 1960s era were guests when they were the guest performers at RTM's (Radio Television Malaysia) anniversary celebrations. Famous personalities included hero of many movies, Dato' Jins Shamsuddin, and Uji Rashid.

KLIA -- The Management Team rolled up their sleeves and pants and cleaned up the whole parameter area of the hotel in a "Gotong Royong" exercise held recently. Lloyd Daser together with all directors and managers were divided into four groups to do the half-day clean up detail. This exercise is a continuous effort for associates and management to improve the cleanliness and atmosphere of the hotel.

Dhaka -- A grand wedding reception was held in the Grand Ballroom and Foyer, the first of its kind in Bangladesh. It maintained traditional ideas but also had innovative and creative approaches as well. . . British American Tobacco (BAT) hosted a welcome and farewell dinner for the Managing Directors attended by 300 dignitaries and was hosted by the Chairman and Board of Directors. . . 120 foreign dignitaries from 12 countries attended a 4-day meeting of the South-East Asian regions Expanded programme on Immunization (EPI) Technical Consultative Group of the World Health Organization (WHO) on vaccine preventable with a view to taking concerted efforts towards eradicating polio from the region by the year 2000. . . The government of Bangladesh hosted the sixth meeting of the Technical Consultative Group with attendees from donor agencies and countries including Rotary International, USAID Japan, JICA, DANIDA and CDC of Atlanta.

Vancouver -- VIP guests included Sylvester Stallone and family, Italian tenor Andrea Bocelli, Mr. Norio Ohga, Chairman of the Sony Corporation and the Premier of the People's Republic of China.

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Johor Bahru -- The Own-A-Room programme sees associates getting to 'own' a guestroom for the year. Each associate drew his or her room number and is responsible for checking the room on a regular basis throughout the year and ensuring that the relevant departments are doing what is necessary to keep the room up to the required standard. Then once a year, the associate is rewarded with his benefits where he can bring his family for a stay in the guestroom that he 'owns'. . . The Reach for the Stars programme was launched where outstanding associates will be awarded with stars which can be redeemed for prizes. This programme is designed to enhance the hotel's service, promote team spirit, recognise and reward associates for their effort.

San Francisco -- Congratulations to the Guest Room Services department team for achieving the tremendous score of 9.9 for guest comments cards in April.

KL -- The Associate Survey - Part 3 was to obtain feedback on Associate Care in order to further improve our standards of care for associates. Care Champions conducted the 3rd survey for 10% of the associates on areas including satisfaction levels, changes that associates recommend, perceptions of the hotel's goals and what Absolute Care means to them. . . The 2^nd Jurassic Park News on tape shows the issues and happenings in the hotel using video clips from in and around the hotel. This innovative format provided the associates a new avenue to obtain information from finance, sales and marketing, people innovation, food and beverage, safety and security. This video presentation was shown during associates gathering.

Vancouver-- The Safety Committee's success in conducting studies, providing training and education for associates has generated much interest from other hotels and also a large city hospital who have asked for recommendations for their Safety Committee.

Manila -- Guests can unwind and sing with the Ed Malata Trio every Tuesdays, Wednesdays and Thursdays at the Music Suite on the 7^th Floor of the Hotel. . . Le Taxi of Adriatico Square, the hotel and the Fashion Designers Association of the Philippines will hold a series of fashion shows till end of July. . . SMART Communications signed a contract with the hotel for the use of Smart Mobile Phone services through Telecom Specialists Inc., major distributor of smart cell-phones in the Philippines, and Cricem Inc.

Singapore -- The Hotel will embark on an S$5 million renovation of the Pacific Ballroom, scheduled to complete on 1 September 1999. A porte cochere covering at the new entrance off Raffles Boulevard will lead guests into a grand foyer with natural daylight. The main theme of water and waves is woven into the interior design to represent the Pacific Ocean and positive elements of "feng shui", symbols of wealth and harmony. The Pacific Ballroom measuring 805 Square metres can accommodate up to 750 diners and 1200 reception guests. Special soundproof walls from Germany will separate the ballroom into three function rooms.

Johor Bahru -- The Pacific Floor was re-opened with a refurbished Pacific Lounge. A new feature is the all-new 24-hour personalised butler service. Guests of the Pacific Floor can now enjoy round-the-clock pampering from the team of butlers or the Absolute Care Executives (ACEs) as they are known as. The ACEs comprise of the new graduates of the Hospitality Institute who received a months training from The Pan Pacific Manila's Chief Butler, Elpidio Beloso Jr. . . Japanese tea and Yukatas are now provided to all Japanese corporate and long-term guests. This is in an effort to make them feel more at home when staying with us.

San Francisco -- A Friday evening jazz quarter in the Atrium lobby has attracted guests in for cocktails and subsequently for dinner. This has created a lovelier atmosphere in the area. . . Installation of new carpets for the hallways of the guest floors has begun. One floor has been completed. Three floors of guestrooms have also been repainted as well.

Dhaka -- The hotel will arrange for a large screen television at the Balcony for guests to watch the World Cup Cricket from 14 May to 20 June.

Pangkor -- Guest response to the new SPICE band from Manila has been very favourable. . .A new ala carte and set menu has been launched at Pacific Terrace Restaurant. . . A new aromatherapy massage for ladies is available. . . Speed limit signs have been set up to ensure safety of guests and associates. . . Easy listening music has been installed in the resort.

Yokohama -- In conjunction with Childrens' Day and the Japan "Golden Week" holiday, a special promotion for kids offers a discount on the total charge which guests spent at Cafe Tosca. The discount is based on the child's height. . . A special Spring Family Buffet during Golden Week offered a buffet for families featuring organic vegetables. The buffet included 8 kinds of appetiser, soup, 6 kinds of variety dish like hamburg steak, pizza, and other special pasta, roast beef, and Italian Shabu Shabu served by chefs in front of guests and 7 kinds of dessert with tea or coffee. . . A 2-day Banquet Fair attracted 1100 corporate guests. At the fair, the team introduced theme parties including Hawaiian, Chinese, Japanese Twilight, Summer Festival and Wine & Gourmet. The fair generated 10 banquet bookings with a total revenue of Yen10,000,000 and 7 tentative bookings. A survey was conducted with 486 people from 121 companies.

Pangkor -- The theme for the New Year's Eve Glitter Fancy Dress Gala will the "Close Encounters of the 3^rd Kind". . . A new Pangkor Neptune Seafood Platter and Chinese Seafood Platter will be introduced for groups. . . The Irish food and fun festival saw an attendance of 100 guests. . . A Malaysian luau was held.

Johor Bahru -- The Puteri Pan Pacific Johor Bahru celebrated Secretaries' Week with a

gastronomical adventure that brought secretaries and their bosses on a journey through The Newsroom Cafe, Hai Tien Lo, Paolo and Selasih. Each of these restaurants served a special buffet lunch daily throughout Secretaries' Week. A Grand Lucky Draw on the last day of the promotion with prizes including complimentary stays at Pan Pacific hotels and resorts and Elizabeth Arden hampers.

San Francisco -- The hotel sponsored a winemakers dinner featuring B.R.Cohn Winery. An upscale clientele attended the dinner and Mr. Cohn the winemaker commented that it was the best dinner that he has been involved with as a sponsor. . . Chef Michael Otsuka was recently recognised as one of the rising chefs of San Francisco.

KLIA -- Travellers Bar & Grill, our Fun Pub comes alive with another amazing show band – La Viva. This 6-piece show band performed daily except Sundays. They also staged the "Tribute to Bob Marley" with a souvenir shop set up at the bar entrance selling Bob Marley T-shirts. The hotel also designed a special room package for drinkers to discourage drunk driving. When a guest spends more than RM200.00 on a single guest check, he is entitled to stay one night at the hotel at RM98.00 nett.

KL -- Keyaki presents the only Japanese Buffet Breakfast in town available from Mondays through Fridays. Diners can enjoy a selection of appetisers, two kinds of fish, simmered dishes, eggs, steamed rice, pickles and miso soup for only RM35 nett per person. . . Selera Restaurants Sunday Brunch features an unlimited flow of sparkling wine and a buffet which includes an assortment of oysters, smoked salmon, sushi and prawns, a choice of pasta, carving stations as well as hot and cold brunch favourites. The brunch is priced at RM80 nett for adults. For each full paying adult, one child under 12 years eats free. . . · 3+3+3 Gift Certificates with A Total Value of RM345, are now distributed to associates of Glenmarie and KLIA. They make perfect gifts for their families, friends, associates and clients. When they use these gift certificates, associates will automatically enter a draw where they stand to win a 3 Days/2 Nights Stay at Kuala Lumpur or Pangkor.

Singapore -- Two familiarization groups led by Regional Directors of Sales from Los Angeles, Mr. Won Soh and Ms Lynda Lee, comprised of leading incentive houses, conference organizers, travel agents from the mid-west and west coast of United States were hosted by the hotel recently. The trips were jointly organized by Malaysian Airlines, Japan Airlines, Tour East, Singapore Tourism Board and The Pan Pacific Singapore. . . 1,600 Pan Pacific vouchers, valued at S$20 each for food or room payments, were given with each purchase of the newly launched NEW smart-card. Another 1,000 vouchers will be given to cardholders who spent S$150 at the Pan Pacific Singapore between August and September. The NEW card is an electronic smart card which keeps a record of all the privileges, rewards and spending patterns the card holder is entitled to at over 500 outlets. It is not a cash, credit or payment card.

Mauna Lani -- The hotels award wining cuisine was featured in a 12-page layout of the prestigious Gourmet Magazine whilst the LA Magazine featured the wonders of the bungalows. . . .An exciting new advertising campaign was recently launched and new photographs were also taken.

Glenmarie -- The hotel hosted accommodation and a round of night golf for Mr. Fergus MacLaren, a freelance journalist from Canada who was on a trip organized by Tourism Malaysia. The focus will be the forthcoming World Cup Golf '99 to be held in Kuala Lumpur. . . A group of travel agents and corporate/incentive travel planners stayed for 2 nights at the resort. The FAM trip was hosted by PPHR and Malaysia Airlines, Lynda Lee from our LA RSO led the group. . . Ron Drake and Esther Tan conducted a review with all Business Development associates and a presentation on PPHR's Branding to all members of the Planning Committee/Department Heads. . . Dato' Sabbaruddin Chik, Minister of Culture, Arts & Tourism, launched the PPHR Malaysian Fun Trail Grand Slam at the Glenmarie Ballroom on May 18th. The motor treasure hunt will be held at 3 different venues, i.e. July - KL, August - Johor Bahru and October - Pangkor Island.

San Francisco -- The Reception team once again did an outstanding upselling job with a total of $11,990 with Mayra Howay and Ray Marks achieving $2780 and $2755 respectively. Year to date by end of April, the total upsold was $55,481.

Pangkor -- Guests can enjoy pond fishing for RM10 per person. . . A direct mail campaign to 600 corporate companies in Ipoh was conducted. . . Sales Manager Barry will spend more time in Ipoh to conduct face-toface sales calls to promote the resort. . .Eugene attended the PATA Travel Mart in Singapore. . . The JE virus epidemic and also very competitive market conditions have affected incoming business from the Taiwan market.

Yokohama -- The hotel organised a seminar to university students who are interested in learning more about hospitality management and services. This one night package includes breakfast and dinner. 39 students participated in the first seminar with 32 on the second. Some students are from West of Japan like Nara-city and Kyushu, and from Hokkaido. The schedule includes inspection of the hotel front and back of the house, speech from our hotel staff, discussion with General Manager and casual dinner party with members of Board of Operations. They also had a chance to have their photo taken in their favourite uniform. . . . During the Golden Week, the hotel experienced 100% occupancy for 3 days in a row in May. The Minato Mirai area where the hotel is located was named the third most popular place in Japan for the Golden Week.

Dhaka -- The Boishaki Plus Package to celebrate the Bengali new year offers local residents and resident expatriates rates inclusive of breakfast, use of health club and pool received good response from the local market. . . The hotel was one of the sponsors of the President Cup Golf Tournament which was inaugurated by the Chief of Army Staff and the President of the Golf Club.

Vancouver -- The sales team hosted a UK educational group of meetings and incentive travel planners for three nights and the group also spent two nights in Whistler.

Johor Bahru -- The Hyatt Regency Johor Bahru recently closed 200 of their rooms and their

Chinese restaurant. The hotel has also begun retrenching employees with five management staff being among the first to be affected. . . Twenty members of the Explorer Club attended a cooking demonstration by the hotel's dim sum chef and pastry chef. The members enjoyed the session where they were taught to make four types of Hai Tien Lo's popular dim sum, and also cake decoration techniques. After the demonstration, they were treated to tea of dim sum and cakes as well as other pastries and snacks.

KL -- Royal Selangor vouchers are distributed to guests who check into the hotel. The promotion which ends on December 31, 1999 allows guests to receive a free pewter keychain worth RM29 when they make any purchase from Royal Selangor showroom at The Mall. . . The Long Stay Guest Cocktail was recently held. The Jurassic Park News team took the opportunity to interview 3 of our long stay guests to obtain first hand feedback on their _feelings- of the hotel. . . Rika Masuda and Corina Zuzartee attended the General Meeting of Tokyu Association of Asia on May 7, 1999. The meeting was held at The Pan Pacific Singapore. Rika also took the opportunity to do sales calls on our Japanese clients in Singapore. . . Mathew Mani and Ananth Ganesh made a sales trip to the south covering Senawang, Malacca and Johor Bahru. This is the first time they are covering Senawang visiting about 20 companies majority of which is Japanese. . . Khairiah Ikhwan attended the Arabian Travel Mart. This is to create awareness of the hotel and to capture the Middle East market as one of our biggest market share as the market growth keeps on increasing. In terms of tourist arrivals from West Asia, United Arab Emirates is considered as the second most important market for Malaysia, after Saudi Arabia. In 1998, a total of 4,637 tourists from UAE visited our shores as compared to 3,205 in 1997 and their average length of stay was 7.02 nights.

Malaysia -- "Hotel price war will backfire on industry" - Business Times, May 7 '99

The Malaysian Tourism Action Council (MTAC) has urged hotel operators to stop the current price war and instead return to normal pricing without discount offers. Culture, Arts and tourism Minister Dato' Sri Sabbaruddin Chik said the price war that has seen operators slash prices to marginal profitability will only backfire on the hotel and tourism industry.

He said the scenario was not healthy for the hotel industry because the reduction does not benefit the tourists but the foreign travel agencies instead. On tourists' arrivals, Dato' Sabbaruddin said that there were 1.5 million visitors in the first quarter of this year compared with 961,000 for the corresponding period last year. Taiwan and Hong Kong were the only two countries that recorded a drop in visitors to Malaysia.

MTAC is a council which was set up by the ministry in August last year to address problems related to tourism industry in Malaysia. Members include Government agencies and non-governmental organizations.

Manila -- Special Packages include: A) WEEKEND PINOY RATE of Executive Room at Php 1,999++ (Single/ Double) including amenities like complimentary Local calls, welcome dried Fruit, daily newspaper, use of the gym, sauna, indoor/outdoor Jacuzzi and pool, 24-hour butler service. Valid to local residents till December 31, 1999. . . .B) WEEKDAY PINOY RATE of Executive Room at Php 2,999++ (Single/ Double) inclusive complimentary full buffet breakfast, complimentary local calls, welcome dried fruit, daily Newspaper, use of the gym, sauna, indoor/outdoor Jacuzzi and pool, 24 –hour butler service. Valid to local residents till December 31, 1999.

KLIA -- The Business Development team has created a special 50% discount off published rate voucher. A total of 50, 000 vouchers are printed and currently it is being distributed to all travel agents to be given to people buying air tickets. Vouchers are valid for stays until July 31, 1999. Privileges included 50% off from RM530 nett (single) and RM570 nett (double) and buffet breakfast. . . Umrah Specials are offered to Muslim guests at RM185 nett per room per night and is commissionable at 10% to bona fide travel agents. The Umrah package offers an Oasis Superior Room accommodation and breakfast for two.

Vancouver -- The New Year's eve package includes two nights accommodation, gala dinner and entertainment extravaganza, new Year's Day brunch, a second breakfast, use of the health club and spa and gift and amenities in the guest room.

KL -- Pacific Plus Package with rates starting from RM230 nett per night is valid until December 31, 1999. This package includes full American breakfast, RM48 food credit per day (on Friday, Saturday and Sunday only) and late check out. . . A School Holiday Package priced at RM160 nett is inclusive of American buffet breakfast, up to 2 children under 12 years old sharing parents" accommodation stay free, breakfast free. Promotion is valid from May 1, 1999 until June 30, 1999.

Manila -- Lea Villanueva, Director for People Innovation, has started screening for the Youth Career Development Programme. Screening and interviews were done in Olongapo City, a province in the north. Cebu, located in the far south, will be the next province to be visited. Ms. Villanueva also participated in the screening of the Punlaan School, which happens to be a school for the financially disadvantaged young ladies, which offers a two-year program in F&B.

Glenmarie -- RM1,700 was collected during the JE Humanitarian fund raising event held at the Traveler's Palm Fun Pub. This was organized by a group of volunteers in aid of the families affected by the JE virus. 5 local bands, comprising more than 20 musicians got together to perform. . . A blood donation activity was held at the resort's function room. Organized by the Kuala Lumpur General Hospital's Blood Bank Unit, a total of 32 donors contributed to the event.

Vancouver -- The hotel made a contribution to the Campaign against cancer by purchasing over 1000 daffodils for guests and associates.

Johor Bahru -- The E-Run 1999 was launched by Y.B. Dato' Jimmy Low Boon Hong, Chairman of the State Tourism Committee, as the official representative of the Chief

Minister of Johor. At the launch, the hotel received pledges from sponsors and corporate participants. The hotel also presented cheques amounting to RM29,000 to 13 schools, which was the amount collected from the E-Run 1998. The E-Run is the hotel's annual environment run and will be held on July 18th this year.

KL -- On May 12, 1999, nine paintings were presented to the hospital's Paediatric Institute by the hotel and The Malay Mail who teamed up and visited the institute for a tea reception. The paintings were top prizewinners in an art competition organised by both parties in November 1997. The Malay Mail editor Fauzi Omar and The Pan Pacific Hotel Kuala Lumpur general manager Christo Diamandopoulos, jointly presented the paintings to institute head Dr Raja Khuziah Raja Abdul Razak. All nine artworks will adorn the walls of the institute's nine main wards. The hotel also presented food packs for the children at the institute after giving away three big toy hampers, courtesy of its associates-. During the event, a syringe pump was presented to Dr. Raja Khuziah for the institute. Philanthropist Datuk Mohd Salim Fateh Din, who had previously donated to a few children in need of medical assistance, donated the RM2,500 equipment.

The annual Tokyu Group Presidents Meeting was held on the 16^th of April 1999. The venue was as always at the Gotoh Art Museum’s Annex and 89 key executives from 57 companies and 9 foundations attended this meeting. Last year at this same meeting Mr. Shinobu Shimizu, President of Tokyu Corporation and chief representative of the Tokyu Group asked all the companies to submit their future vision and mission schedule together with the three years financial plan. This year Mr. Shimizu emphasized again on the importance of "Working Independently and in Collaboration" and then presented a new basic policy where by Tokyu Corporation takes the lead in "Exploitation of new business" with an environment friendly and customer satisfaction mindset.

The economic situation is still cloudy but after the economic counter-measures that have been launched one after another, it has put the brakes on business recession. Everybody think that we have hit the bottom and we can say that slowly but gradually we will be able to see light.

It is fortunate that we see signs of improvement in our economy but it is wrong to think that if the business condition gets better, the group will recover from difficult situations. We should not think that the reason why we are struggling is because of the economic crisis and if the economy gets better everything will go back to normal again.

During this difficult times there are companies who will be commended for their effort today. They have taken in the market needs and adapted to the difficult business conditions.

We must realize that it is now the "Turn point of an Era", same as the Meiji Restoration and World War II and should not rely on outdated experience and structures. Movement towards the market evaluating companies will make the distinction between winners and losers much clearer. Will Tokyu Group stay as a winner or will we be swept away? We are facing a big challenge.

In order to overcome this challenge and to secure our growth in the future, I would like to share my point of view. Firstly about "Independence", secondly "Group management by Tokyu Corporation".

I would like to make "being financially independent", the minimum standard to be a member of our group. If the company cannot achieve the three years plan that it had submitted last year, we will ask them to take management responsibility and if necessary take actions to liquidate or reorganize the company. If the plan works, we will be able to improve drastically as a group. It is important for the management of the company to always evaluate the actual result against the three years plan and act accordingly. It is the management's duty to adapt to the economic environment and react against the changes. Change in the environment should not be a reason for not being able to achieve the plan.

From the year 2000, it will be compulsory to make a consolidated financial statement and we will be evaluated according to this consolidated statement. One company’s depression will lead to lowering the reputation of the whole group.

There are two parts to this; one is "reconsideration of financial support" and the other "exploring new business".

For the first part Tokyu Corporation will not support companies that have no reason of existing. We will not support companies just because they are part of the group if the company can not survive independently.

In order to become a strong group of companies, Tokyu Corporation will take the lead. We will identify the theme of the group. One of the themes is to make the home ground of our Tokyu Group "Shibuya" active. We are scheduled to complete two projects, which are the "SHIBUYA MARK CITY" and "Cerulean Tower" (I have mentioned in the previous IN TOUCH). Also in the year 2007, there will be a new subway coming into Shibuya and this will be a big opportunity for Tokyu Corporation to take the lead and for our group companies to re-identify there base in this town.

For "exploring new business" we are looking into new style of doing business. We have a new project scheduled to open next year, which is a new style of shopping center. Also we have started the "Time Share Resort" concept where people buy a unit of an apartment in a resort to use for one week in a year for 20 years.

Our role of Tokyu Corporation will change from "Supporting subsidiary financially to become independent" to "Leading the Group into the New Era". From now we will not call on companies who are not competitive in the market just because they belong to the group.

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