HOSPITALITY AWARDS 2015 BEST HOTELIER

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1 HOSPITALITY AWARDS 2015 BEST HOTELIER

2 MR. MATTHIEU REYNAUD FRENCH Pathumwan Princess Hotel, Bangkok - Thailand Dusit International Hotel Managed by MBK Hotel & Tourism

3 BACKGROUND I have worked in hotel industry for 20 years with the same passion as when I started. I am passionate about hotels and restaurants. I opened my own hotel and restaurant when I was 23. Then went to Canada to open an other restaurant at 24. Then moved to England and in 2 years was promoted from team leader to F&B Manager. By the age of 36 I was General Manager of one of the leading 5-star hotels (455 rooms and 600 staff) in one of the biggest and most visited cities in the world, Bangkok. My success is due to my hard work, ability to adapt myself, and extract the best from my team. Never give up, and always maintain a Can do attitude.

4 SKILLS & EXPERIENCES Established executive General Manager with real passion for delivering a first rate service to guest and maintaining excellent relationships with them to encourage repeat business. Experienced and skilled in hotel management, sales & marketing, revenue management, e-commerce, rooms & housekeeping management, food and beverage operations, profit and loss management and guest services operations. Having proven background in improving successful operational turnaround. Recognized as an efficient general manager and team player who generates significant growth in hotel revenue, returning guest, maximizing profits and effectively motivates associates to provide superior customer service.

5 WORKING AS A TEAM Applying for the Best Hotelier award is not for my personal satisfaction but a wish to have recognized the hard work of the entire Pathumwan Princess Team. I would not be a successful General Manager without a great team. I have one motto Coming together is the beginning, staying together is progress and working together is success.

6 KEEP GOING In the past few years we have been through many difficult events in Thailand (flooding, military coup, martial law, bomb attack) and the team has always been resilient. After each situation we have to work together harder to restore trust within our guests, to continue to maintain and exceed our guests expectations. I m both proud and humbled working with Thai people as I have learnt not to worry unnecessarily, as the future is always uncertain. The opportunity to improve your life is endless.

7 MOVING TOWARDS As for my own future I see further opportunity within my company MBK Hotel & Tourism, as they are growing year after year. We have many exciting up coming projects for Pathumwan Princess Hotel commencing with an entire upgrade of all 455 rooms and restaurants in 2016.

8 CAREER ACCOMPLISHMENTS Opening of my own hotel & restaurant in 2002 Recognized as food and beverage management expert Creation, renovation and opening of restaurants in France, England and Thailand Full hotel renovation of 455 rooms, 8 meeting rooms, business center and 3 outlets Upgrading hotel image and services to five star level Created and developed a successful hotel loyalty program amassing 3,500 members within the first 2 years Creating a new banqueting concept and opened 5 new outlets in Pathumwan Princess Hotel Developed a Hotel in Hotel project Acting General Manager of one of the top 3 best luxury resort & spa in Asia Managing a 455 room 5-star hotel, one of the busiest Bangkok s hotels Created several successful hotel room packages Opening of two new restaurants in 2013 Implemented a Quality Control Department at the hotel in 2013 Implemented Guest Experience Department at the hotel in 2013 Maintained a 92% score for overall hotel guest satisfaction in 2013 Closed year 2013 with 80% occupancy, 44% GOP and 3rd position for the RevPar in my compset Group General Manager for multi properties on Samui Island, Thailand Revenue and E-Commerce Management General Manager Dusit International Hotel

9 MANAGEMENT STYLE Coaching Style to inspire staff to maximize their professional potential. Team player, strong eye for detail. Can do attitude

10 HOTEL DESCRIPTION Pathumwan Princess Hotel is rated as a 5-star hotel by the Thai Ministry of Tourism Hotel Capacity is 455 rooms including 82 suites. There is 8 F&B outlets (1 Coffee Shop, 1 Chinese, 1 Asian Hotpot, 1 Korean, 1 Italian, 2 Bars and 1 bakery).

11 HOTEL DESCRIPTION Within the hotel there is the biggest sporting club in Thailand with 9000 sqm of fitness facilities including 2 tennis courts, 2 squash courts, 2 badminton courts, 1 basket ball court and 1 25 meter swimming pool (all located on the 8th floor of the hotel). Our fitness facility is named The Olympic Club and we have 1,500 members. We also have one club lounge, one guest relations desk, one business center, 1 spa and 10 meeting rooms including one ballroom.

12 CUSTOMER SATISTACTION Our overall customer satisfaction index is around 91% but our target is 92%. We evaluate guest satisfaction from: Overall experience, reservation, arrival, rooms, public area, club lounge, restaurants & bars, fitness club, spa, departure and staff. We have an internal quality control program created and implemented by myself in Each department have their own quality control program and also we are a certified ISO version 9001:2008 We also have other programmes such as Remember You to recognize guest preferences, record them in their profiles and then use this info to personalize the guests stay. We are rated #46 on Tripadvisor from more than 700 hotels in Bangkok. We also use ReviewPro to monitor our guest satisfaction index when compared with our hotel competitors. In our competitor set there are 5 hotels and we are ranked #2 at 90.6% and average group score is 88%.

13 STAFF MANAGEMENT We have management training with one Training Development Manager, one assistant and one full time foreigner English teacher. Each department receives a monthly training calendar. Each associate must perform at least 4hrs of training per month as per our KPI. I also introduced a once a month a meeting called Smile Sharing with at least 15 to 20 associates from various departments. I created this to have a open meeting with the team to discuss the hotel s vision & mission. But mostly to hear from them. They can ask me any kind of question they want. The meetings mostly take between 2 to 3hrs. We also have a coaching culture for all hotel associates. This is to inspire our staff, motivate them and create better relations between managers/team members. We do yearly outside team building activities, family day activities, and community service. My vision for staff management is to have a happy team. For then I will have happy guest s and then happy shareholders. I encourage all heads of department to be available for their team, to listen to them, be communicative and supportive. Within the HR department we create many activities to give happiness to the team with a sports day, employee of the month, staff birthdays, and staff parties. We also work on staff empowerment and have introduced a new program to empower staff in the front office. If one staff failed the hotel s standards or can t deliver services on time then they can of their own initiative compensate the customer immediately In order to retain guest satisfaction. We are focusing on empowering our operations staff mostly to solve complaints or any kind of problem at the source, the guests then retain trust and satisfaction with the hotel services.

14 BUSINESS PERFORMANCE There has been no real evolution in the past few years as each year there have been events in Thailand that have affected the tourism industry. Mostly we budget every year a growth rate of 5 to 8% for total Rev. Our global turnover is quite good with a score of 2% one of the lowest in the city (we do share data with many other hotels for comparison) Our GOP is at 42% YTD which can increase to 51% GOP on a good month. We have an average occupancy of 82% Our ARR is at 3,100 Baht (excluding tax and service charge) Our RevPar is at 2,600 Baht (excluding tax and service charge)

15 MARKETING & COMMUNICATION We are presently active on social media with Facebook (10,000 followers), Instagram, Twitter, Weibo (China) and we also have an authorized Line account for our F&B and fitness club. We have our own public relations department and own e-commerce department. We conduct several different events each year such as Model Fashion Week, Art gallery, Master Chef, Wine events, Pool parties. We also campaign to raise money for Children s Hospitals. Mostly these campaigns are on the hotel s anniversary month and during the festive season in December. Our Marketing and e-commerce activities consist of campaigns with WIHP meta search, Google hotel finder, Meta Tripadvisor and multilink Gul with meta. For advertising we work with Google Advertising, Bing advertising, website translation, Chinese social media, Data validation, Intent Media, Expedia and Guest folio CRM (we just started this one and we expect to increase our rooms revenue due to the campaigns).

16 BEST HOTELIER THANK YOU VERY MUCH I made the Best Hotelier presentation with honesty, sincerity and integrity. I hope to be one of the finalist in this category. Presentation made by Matthieu Reynaud, General Manager - Pathumwan Princess Hotel