3rd Quarter: September 2010 - Nestlé Professional

Nestlé Professional MYSG: Customer's satisfaction is the
key to success
Nestlé Professional adds value to Resorts World Genting's business with
solutions that satisfy the customer's unique needs, putting the resorts
back into the race in the global arena
by Joey See Thoo
Besides being one of the most popular tourist
destinations in Malaysia, the City of Entertainment
- Resorts World Genting (RWG) or formerly known
as Genting, is one of the best-known integrated
resorts in the world. The resort was named the
World's Leading Casino Resort, Asia's Leading Casino
Resort and Asia's Leading Family Resort at the World
Travel Awards 2009.
Introduced in November 2009 at the General Gaming
Area at Circus Palace Casino, more than 85,000 cups
of beverage were served per month.
RWG sensed the pressure and challenges that the
new Resorts World Sentosa in Singapore would bring
to the recreation and gaming industry after its launch
in 2010. Understanding that customer’s satisfaction
is the key to customer retention, RWG wanted to
take a proactive approach to increase total customer
satisfaction before the battle began.
Nestlé Professional, on the other hand, being the
trusted growth partner and solution provider of RWG,
realised the importance of coming up with solutions
that meet the customer’s special requirements while
maximising the value-added offerings for its client.
Hence, following a request made by Edward Holloway,
Senior Vice President of Resorts World Genting, Hotel
Operations, to enhance the resorts’ hot beverages
offering at the casino tea counters end June 2009,
Kevin Lai, Nestlé Professional National Technical &
QA Manager, put Nestlé Professional’s creativity
value into action by seeking and working with local
suppliers to customise beverage trolleys that meet
the needs of RWG and the patrons to the casinos.
The first beverage trolley was introduced in November
2009 at the General Gaming Area at Circus Palace
Casino. Offering two beverages: Milo and Nescafé
2-in-1, the trolley served more than 85,000 cups of
beverage per month.
Always striking for more new ideas that are able to
assist in the expansion of its client's business, Nestlé
Professional continued to go the extra mile. Adding
new thoughts to the current design, a second trolley
was delivered to the International Room Casino two
months later. On top of this, this new trolley also
offers another selection of beverage instead of just
Milo and Nescafé 2-in-1. The patrons and customers
at this casino can now enjoy the local flavoured Teh
Tarik from this counter. The consumption recorded
at this trolley was 40,000 cups per month.
Continuing the trend to improve and share
professional resources, knowledge and competencies,
Nestlé Professional sent in another improved trolley
in July 2010. This third trolley generated the
consumption of 95,000 cups per month at the General
Gaming Area of the Monte Carlo Casino.
Trolley 2, introduced in January 2010 at the
International Room Casino, served more than 40,000
cups of beverage per month.
28 AOA Quarterly September 2010