CASE STUDY:

Makati City Hotel

Makati City Hotels
Dusit Thani Manila
The Ascott Makati
Hotel Intercontinental Manila
The Mandarin Oriental
Makati Shangri-La
Renaissance Hotel
Manila Peninsula
 Dusit Thani Manila
Location:
- within walking distance to shopping
and entertainment complex, and the
Metro Rail Transit (MRT) station
- within Ayala Center and close
proximity to the Philippine Stock
Exchange, Ayala Museum, Greenbelt
(Lifestyle Center), and Santuario de
San Antonio Church
• Ninoy Aquino International Airport - 8 km
• Metro Rail Transit: Ayala Station -  0.25 km
• SM Makati (Shopping Center) – 0.10 km
• Glorietta Mall – 0.25 km
• Greenbelt (Lifestyle Center) – 0.5 km
• Philippine Stock Exchange – 1.5 km
• Ayala Museum – 0.5 km
• Santuario de San Antonio Church – 2.0 km
History:
- Dusit Group (now Dusit International)
dates back to 1949: Honorary
Chairperson, Thanpuying Chanut
Piyaoui, opened her first hotel,
“Princess” in Bangkok
- Dusit Thani Bangkok opened in
February 1970
- King Rama IV devised a Utopian
concept in 1918, named Dusit Thani,
meaning “Town in Heaven”
- “Dusit”: mythological name for the
fourth of the seven levels of heaven
- King Rama VI added “Thani”: Town
in Thai
- 1987: first resort property, Dusit
Thani Pattaya followed by Dusit
Thani Phuket
- 1989: Dusit Resort and Polo Club
opened in Cha-Am/Hua Hin (now
renamed Dusit Thani Hua Hin)
- 1991: Dusit Thani Chiang Mai opened
followed by Chiang Rai (Northern region)
- 1991: partnership with three other
international companies = Melrose
Investment Partnership
- 1993: Thanpuying Chanut set up Dusit
Thani College; alliance with Le Cordon
Bleu
- 1994: Dusit Balikpapan in Balikpapan,
Indonesia and Dusit Mangga Dua, in
Jakarta, Indonesia
 -1995: Hotel Nikko Manila came
under the management = renamed
the Dusit Hotel Nikko, Manila
- 2001: Dusit Thani Dubai, United
Arab Emirates opened; employees
were recruited from Thailand
- November 2006: brand extension –
the Dusit Lifestyle Collection with
dusitD2 hotels & resorts = city of
Chiang Mai
 “An experience that enlivens the
individual spirit no matter what their
journey.”
 Advantages
 Location: near malls, restaurants and
public transport
• airport about 15mins – without traffic
• near busy road but could never hear the traffic
Thai themed hotel
Gym: 24 hour; felt more like a fitness
centre; few old equipment
Outdoor pool: small and did get over
crowded
Rooms:
• lighting system: room serviced or
wished not to be disturbed
• flat screen tv, safe, mini bar, kettle with
coffee and tea, bath robe, slippers and
other bathroom essentials
• Includes breakfast
 Disadvantages
 Front Office:
• service was a bit slow
• guests = hardly noticed and not greeted
• telephone = rang for 3 mins; no one picked up
• when asking information: wait at least 8mins;
never apologized for the delay
• massive lobby with no adequate man power
• manager: pestering her staff when there was a
line of people
 Price on their web site does not included
taxes = different price upon check in
 Prices are high: internet access about
20 Dollar / day
 very small rooms and bathrooms; old
but clean
 no separate shower and bathtub
 small selections of amenities

BACK
 The Ascott Makati
Location:
- Glorietta 4, Ayala Centre, Makati
City 1224, Philippines
- Airport: Ninoy Aquino International
Airport (30 minutes drive)
History:
- World's largest international serviced
residence owner-operator with a global
presence spanning over 60 cities in more
than 20 countries
- merged from: Scotts Holdings, Pidemco
Land, Somerset International, Liang Court,
Stamford Group and DBS Land, as well as
Citadines
- 1984: Scotts Holdings: Asia Pacific's first
international-class serviced residence –
The Ascott Singapore
- Citadines acquired Orion, its main
competitor
- 1999: Somerset International
acquired Liang Court Holdings,
- Scotts Holdings merged with
Stamford Group
- 2001: Ascott Group Limited was
listed following the merger of
Somerset Holdings: 6,000 serviced
residence units in 16 cities across 10
countries
- 2002: Ascott acquired a 50 percent
stake in Citadines: 5,000 units in 18
cities across France, the UK, Belgium,
Spain and Germany
- 2004: completed acquisition of the
remaining 50 percent interest in
Citadines; now has three brands: Ascott,
Somerset and Citadines
- 2005: Somerset Palace, Seoul, South
Korea's largest serviced residence
- world's first pan-Asian serviced
residence REIT, the Ascott Residence
Trust (Ascott Reit), was established and
listed on 31 March 2006 in Singapore
- 2007: added Russia, Kazakhstan
and Georgia to its global portfolio –
boosting its presence to 23 countries
- 2008: Australia with its first
Citadines in the country;
- 2009: opening of Citadines
Singapore Mount Sophia and
Citadines Tokyo Shinjuku
- celebrate 25 years in the serviced
residence business
 Advantages
Location: Shops and restaurants all within
walking distance and just 30mins from the
airport
Gym: opens early and closes late
Offers delightful breakfast
 Disadvantages
Internet connection: very slow and
unstable
• Business trips would be disastrous
• Consider external service provider

BACK
 Hotel Intercontinental Manila
Location:
- 1 Ayala Avenue, 1226 Makati City,
Philippines
- From Ninoy Aquino Avenue turn left to
NAIA Road, right to Domestic Road, right
to Andrew's Avenue and follow this road to
the Terminal 3 roundabout going back to
turn right at Aurora Boulevard, right to
EDSA, follow route of MRT, left to Ayala
Avenue, left to Hotel Drive
History:
- Pan American World Airways had a
vision of mass civilian international
business and leisure air travel =
hotel brand - InterContinental Hotels
& Resorts
- 1940’s: InterContinental Hotels &
Resorts is born as the International
Hotels Corporation on 4 April, 1946 in
Belém, Brazil
- 1950’s: first Caribbean properties
- 1960’s: presence in the Middle East,
Asia/Pacific and Africa
- 1970’s: U.S. market, assuming
operations for the Hotel Mark
Hopkins in San Francisco (now
InterContinental Mark Hopkins San
Francisco) and InterContinental New
York (now InterContinental The
Barclay New York)
- 1980’s: InterContinental New
Orleans, InterContinental Miami and
InterContinental The Willard
Washington, D.C
- 1990’s: re-enters the Mexican
market: Cancun, Cozumel, Mexico City,
Los Cabos, Puerto Vallarta, and Ixtapa
- 2006: launches Concierge
Programme and Aston Martin Racing
sponsorship and opens hotel in Boston,
Massachusetts, United States
- 2008: partners with National
Geographic
- 150 hotels in 65 countries
- global standards with the distinctive
cultures of their locations to deliver a
truly authentic and local experience
 Advantages
close to Shopping Malls like Glorietta
malls and SM Mall
easy access near the corporate
buildings and companies
close to restaurants and other
entertainment area in Greenbelt
 Disadvantages
Rooms are old and outdated
Service staffs are inefficient
Internet access is expensive

BACK
 The Mandarin Oriental
Location:
Makati Avenue Makati City 1226 Metro
Manila, Philippines
History:
- 1963: started in Hong Kong
- 1974: Mandarin International Hotels
Limited was formed as a hotel
management company
- acquisition of a 49% interest in The
Oriental, Bangkok
 - 1985: renowned properties under a
common name, Mandarin Oriental
Hotel Group
- 41 hotels representing over 10,000
rooms in 25 countries
• 17 hotels in Asia
• 14 in The Americas
• 10 in Europe and North Africa
 Advantages
Staff: very welcoming and remembers
guests’ names
Spa: sensational
Rooms: spacious and well equipped for the
business travelers
tries to go the extra length to please their
customers
 Disadvantages
Location was not to the interviewee’s liking
Bed sheet had a cigarette burn in it and the
guest had been bitten by bed bugs (according
to our interview)

BACK
 Makati Shangri-La
Location:
Ayala Avenue corner Makati Avenue,
Makati City 1200 Philippines
History:
- (traditional Chinese: 香格里拉酒店集團 ,
SEHK: 0069)
- hotel chain based in Hong Kong
- 1971: first and flagship hotel in
Singapore
- now has 55 deluxe hotels and resorts
located in key Asian, Australian and
Middle Eastern cities with a hotel-room
inventory of over 27,000
- 1989: sister brand called Traders
Hotel: for the business travelers
- 2006: Giovanni Angelini, Chief
Executive Officer and Managing
Director of Shangri-La Hotels and
Resorts: "2006 Corporate Hotelier of
the World" by HOTELS, the magazine
of the worldwide hotel industry
- Madhu Rao: recently promoted as
CEO & Manging Director
 Advantages
high level of personalized service
Horizon Club rooms:
• access to the private Horizon Club lounge
• business centre
• Offers afternoon tea and evening
cocktails and canapés
• Free laundry and dry-cleaning
• Late check-out
• Free local telephone calls
• Guests reserving value rate/non-discounted rate
receive many special amenities including
complimentary airport transfers
• International direct dial calls and faxes at cost,
and free broadband internet access
Disadvantages
Lack of lobby seating

BACK
 Renaissance Hotel
Location:
Esperanza Street Corner Makati
Avenue, Makati City, 1228 Philippines
History:
- 1982: originally founded as Ramada
Renaissance Hotels
- 1989: Ramada hospitality and
franchise system was acquired by
New World Development Company of
Hong Kong
- 1996: New World acquired Stouffer
Hotels Co. from Nestle
- 1997: Marriott acquired the
Netherlands-incorporated
Renaissance Hotel Group N.V.
- 2005: Marriott acquired most of the
remaining New World/CTF owned
Renaissance Hotels in North America
and Europe
 Advantages
Location:
• A step away from the Greenbelt mall
• very good access to business locations
• plenty of good restaurants in the area
• about 20 minutes to the international
airport
• and about the same to the Mall of Asia
 Disadvantages
Business center:
• Charges high price
• The mall can cater more to the needs of
the guest (cheaper)
Competition:
• Very intense
• Guests could look for better hotels with
reasonable prices

BACK
 Manila Peninsula
Location:
Corner of Ayala Avenue and Makati
Avenue in in the central business
district of Makati City, in Metro Manila.
It is located also in Barangay
Urdaneta
History:
- built to coincide with the hosting of
the International Monetary Fund
conference in Manila
- "Jewel in the Capital's Crown“
- The Pen consists of two wings,
which host all 468 rooms and suites
- The hotel's roof was the scene of
Filipino singer Regine Velasquez's
performance for 2000 Today telecast
 Advantages
Elegantly furnished in classic style
Rooms:
• 498 rooms and suites provide modern
• technologically advanced conveniences
• including complimentary broadband
Internet access for all hotel guests
 Standard room amenities:
• work desk
• fax machine
• 2-line IDD phones
• voice mail
• bedside control panel
• black-out drapes
• mini-bar
• in-room safe large enough for a notebook PC
• stereo
• iron and ironing board and marble bathroom
with separate bathtub and shower
Club Floor:
• designed with the needs of business travelers
• an exclusive Club Lounge
• serving complimentary continental breakfast
• afternoon tea and cocktails
• a boardroom
• Business center
• Butler service
 Disadvantage
Some times other hotel staffs don’t
pay much attention