Review of Operations - Genting Malaysia Berhad

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RESORTS WORLD BHD Annual Report 2005 31 Norwegian Jewel - joined the fleet in August 2005 The Genting-Star International Cruise Management Programme was launched in Shanghai by Star Cruises and the Nanhu Vocational School in March 2005. The international hospitality programme has been designed along the globally recognised guidelines of the Australasian Hotel College and the Australian Quality Training Framework, with particular emphasis on oral English communication skills and practical applications to cater to a growing level of sophistication among travellers. The fleet renewal plans continued in 2005 with the delivery of the Pride of America for the NCL America brand and the Norwegian Jewel for the NCL brand in June and August 2005 respectively. The Pride of America is the largest US-flagged ship ever built and the first newly constructed cruise ship to join the US register in almost 50 years. Christened by the Honourable Elaine L. Chao, US Secretary of Labour, the Pride of America joined the Pride of Aloha in offering exciting inter-island cruises in Hawaii. Norwegian Jewel is a sister ship of the popular Norwegian Star and Norwegian Dawn and is the fifth new ship to be launched in four years. The 93,502-tonne ship, which was christened by Melania Trump, boasts a luxurious suite complex comprising Garden and Courtyard Villas. This ship is the first in the industry to offer such exclusive class of accommodation. Norwegian Jewel had a successful inaugural itinerary in the Mediterranean and the Baltics in the summer of 2005. The Star Cruises Ship Simulator Centre in Port Klang, Malaysia obtained the Quality Management System, Standard ISO 9001:2000 from Lloyd’s Register Quality Assurance, a member of the Lloyd’s Register Group and one of the world’s biggest maritime classification societies. STAR CRUISES & ITS FLEET IN OPERATION Star Cruises Norwegian Cruise Line NCL America SuperStar Virgo SuperStar Gemini SuperStar Libra Star Pisces MegaStar Aries MegaStar Taurus Cruise Ferries Wasa Queen ~ Delivered in April 2006 * Expected delivery in 2006 ** Expected delivery in 2007 Norwegian Dawn Norwegian Star Norwegian Sun Norwegian Spirit Norwegian Majesty Norwegian Wind Norwegian Dream Norwegian Sea Norwegian Crown Norwegian Jewel Norwegian Pearl* Norwegian Gem** Pride of Aloha Pride of America Pride of Hawaii~ Orient Lines Marco Polo Tan Sri Lim Kok Thay delivering his speech at the Norwegian Jewel’s christening ceremony Norwegian Jewel’s christening ceremony, Port of Miami - 3 November 2005 Pride of America - joined the fleet in June 2005
32 RESORTS WORLD BHD Annual Report 2005 E-COMMERCE & IT DEVELOPMENT In June 2005, the Group sold its 20% stake in eGENTING to Genting International P.L.C. (“Genting International”), as part of the Genting Group’s strategy for Genting International to spearhead its investments in the leisure and gaming-related businesses outside Malaysia. The acquisition of eGENTING by Genting International has provided eGENTING with the platform to be a leader in the international gaming and IT application services industry. The Group has a 6.5% equity investment in Genting International. www.genting.com.my is the Group’s leisure and hospitality official website. It is the highest-grossing hospitality web site in Malaysia in 2005. Powered and maintained by eGENTING, the website attracted online sales which grew by 7% to RM14 million in 2005. The website was acknowledged as the most popular online website in Singapore when it topped and won the popularity votes for the “Travel – Destination and Accommodation” category of the Singapore Online Performance Awards 2005. The award was organised by Hitwise, a leading internet usage monitoring corporation. Through the website, numerous online offers were actively promoted in 2005, including the popular Buy Online & Win campaigns, which offered attractive monthly and quarterly prize draws. In addition, the website provides the latest product information, promotes convenience and flexibility for online purchases of the Group’s leisure products. During the year, the Group’s WorldReservations Centre (“WRC”) introduced room bookings through Interactive Voice Response (“IVR”) and SMS to cater to the higher call volume following the increase in the number of rooms after the completion of First World Hotel’s Tower 2 at the end of 2005. Call volume for the year rose by 24% to 1.8 million calls in 2005. During the year, WRC handled an average of 4,000 calls a day. The Group, via eGENTING, invested in Disaster Recovery (“DR”) facilities for its core systems. The DR facilities were successfully put to a live test at the Resort in August 2005. In September 2005, the Group implemented an integrated and advanced casino marketing system to consolidate the existing multiple standalone systems in Genting Highlands Resort. The integrated platform streamlined the cashier desk operations and provided better services to VIP guests. The Group’s Siebel Customer Relationship Management enables real-time tracking of the campaign performance and resort-wide multi-channel customer feedback. During the year, the Campaign Management module was implemented for a close monitoring of customer feedback and selected processes have been automated to enhance marketing efforts. The sales and marketing teams of the WorldCard customer loyalty programme participated in various travel fairs, business exhibition, carnivals and recruitment fairs throughout the year to promote WorldCard to the public. These activities have increased membership to nearly 2 million WorldCard members. WorldCard has over 270 participating merchants, covering over 1,500 outlets in Malaysia, Singapore and Hong Kong. In October 2005, the inaugural WorldCard Forum was held for participating merchants to be updated with the latest progress of the WorldCard loyalty programme. During the year, the self-service WorldCard kiosks in Genting Highlands Resort were enhanced to incorporate new features, such as voucher redemption, personalised message and conducting customer survey. The kiosks are placed at strategic locations for easy access and are popular with members who prefer the convenience of self-service. The SAP shared services initiatives continued to be implemented on a group-wide basis in 2005 to improve operational efficiency. The Group Central Purchasing was initiated in 2005 to share the procurement of common supply products and services for the Genting Group. In addition, the Asset Tagging and Tracking system was implemented to monitor and control the asset data. Advanced systems and network management tools such as the IBM Tivoli Enterprise Management System and the Citrix solution continue to manage the IT resources of the Group for better efficiency. The one-stop centre for reservations of rooms, shows, transport, cruises, flights and vacations located at Wisma Genting, Kuala Lumpur, Malaysia. Tel : 603 2718 1118 Online : www.genting.com.my
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Review of Operations - Genting Malaysia Berhad

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