Download - Tenaga Nasional Berhad

ProfileDorsett Subang Hotel.Incepted 25 years ago, this Hotelwas owned by Faber GroupBhd, first under “Subang View”and subsequently managed byStarwood Hotels as the hotel under“Sheraton Subang.” In 2007, Fabersold Sheraton Subang to Far EastConsortium, a mega propertydeveloper under Tan Sri DavidChiu, who also owns Plaza Damasand the earlier mentioned DorsettGroup of Hotels in Malaysia.As of 1 st October this year, SheratonSubang was rebranded to GrandDorsett Subang Hotel and servesas the flagship property for DorsettInternational Hotels, Resorts &Residences in Malaysia while thename and logo have changed. Withthe same Management team, GrandDorsett Subang Hotel remains afull-fledged 5-star hotel. Coupledwith a dedicated team fuelledwith passion and commitment, thehigh standards of our quality andproducts are more superior thanever.Refurbishment is ongoing; GrandDorsett Subang Hotel is adding150 more rooms to the existing 350,and a new Executive Club Loungeon the 17 th Floor, overlooking thepark and serene lake adjacent to thehotel.Who are your main customers andtarget audience?90% of our customers arecorporate customers. 55% areindividual travellers who usuallycome for business trips. Another40% are those who come forMeeting Incentive Conferencesand Exhibitions (MICE). MICEcustomers constitute a big chunkof business because we have bigmeeting facilities, a ballroom thatseats up to 2,000 and 16 moremeeting rooms in the hotel.Our current market consists of 45%local Malaysians, 20% Singaporeans,10% customers from the UnitedKingdom, 12% Americans, 8% fromEurope and 4% Japanese.Tell us about the services andspecialties your hotel offers.Aside from both existing and brandnew rooms, our pillarless andspacious ballroom may host productlaunches, seminars, weddings,lunches and dinners. Thanks tohighways like the NKVE andNPE, the Hotel is very accessible,so logistically we are strategicallylocated.We are also in the process ofcompleting renovation for ourladies floor, as 30% of our customerbase is female. Once renovationis completed, we will add somefeminine touches such as a spa,bigger mirrors, aromatherapyfragrances in the rooms, a gym withstate-of-the-art equipment and soforth. We are also upgrading ourswimming pool. Once everything iscomplete, it will be a very beautiful5-star hotel.Based on your experience, what arethe main needs of your customers?What strategies do you implementto address these needs?People’s expectations change,especially corporate customers. Forinstance, we realise that broadbandand wi-fi have become more of anecessity, so we have set them upin the hotel. We always focus onpleasing our corporate customers, sowe have things like questionnairesin the rooms for them and our ownwebsite where they can send incomments and suggestions. Welook through their feedback daily tomake sure we address their needs.Our communication team alsocompiles feedback from other blogson the Internet which we analyseand resolve in meetings. We try tofind solution for all the little thingsguests want.In terms of service, we practice aDorsett service culture in whichwe train associates to follow andcare for guests, colleagues and4