INSEAD Library

Digitized

Exploring Best Practices in the Hospitality Industry in Asia Contents Preface Acknowledgement CHAPTER 1 Introduction CHAPTER 2 General Management Implementing Six Sigma --The Westin Bund Center, Shanghai, People's Republic of China Changing from Rules-Based to Family-Like Service Culture --Tanjung Rhu Resort, Langkawi, Malaysia Key Drivers Action Planning --InterContinental Hotels Group, Asia Pacific I-Series Tool Kits --InterContinental Hotels Group, Asia Pacific Quality and Continuous Improvement Scorecard --Crowne Plaza Mutiara Kuala Lumpur, Malaysia CHAPTER 3 Human Resource Management The Sheraton Hanoi Hotel Helmet --Sheraton Hanoi Hotel, Vietnam Regional Theme Day at Staff Cafeteria --Radisson Hotel Delhi, India Enabling Home Ownership as an Employee Benefit --Grand Hyatt Shanghai, People's Republic of China Family Programmes for Employees (three practices) --Radisson GRT Hotel, Chennai, India 33 35 37 39 19 21 23 27 29 iii 3 CHAPTER 4 Training and Development The Raffles Difference TM - An Experiential Training Module for Newcomers --Raffles The Plaza (Renamed Fairmont Singapore), Singapore The Training Matrix - A Systematic Approach to Training --Hilton Kuala Lumpur, Malaysia IQ Programme --Holiday Inn Resort Phuket, Thailand The Cross-Departmental Experiential Programme --Park Hyatt Tokyo, Japan Managers' Day Out --Radisson GRT Hotel, Chennai, India Alliance Programme with Local Hospitality Institute -- Crowne Plaza Shanghai, People's Republic of China CHAPTER 5 Operations The VIP Recognition Programme --Shangri-La Hotel, Singapore `Ready to Travel' or 'Ready To Wear' --Park Hyatt Tokyo, Japan Combining Engineering, Housekeeping and Reception --Express by Holiday Inn Causeway Bay, Hong Kong Non-Inventory Rooms --Park Hyatt Tokyo, Japan A Cross-Cultural Experience for Budget Travellers -- Fuji-Hakone Guest House, Sengokuhara, Japan Building Crisis Management Capability --Bayview Hotel Melaka, Malaysia 59 61 63 67 69 73 43 45 49 51 53 55 CHAPTER 6 Corporate Social Responsibility Clean Team Outreach Project --Holiday Inn Clark, Angeles City, Philippines Social and Community Development Programmes --Heritance Kandalama, Dambulla, Sri Lanka Promoting a Spirit of Volunteerism -- InterContinental Hotels Seoul, South Korea Soup Kitchen Project --Soaltee Crowne Plaza, Kathmandu, Nepal The Honesty Award --Radisson Hotel Delhi, India CHAPTER 7 Environmental Issues The 7R Principle in Waste Management --Heritance Kandalama, Dambulla, Sri Lanka Keeping a Tropical Hill Forest Ecosystem Detergent-Free --Bellevue -- The Penang Hill Hotel, Malaysia Using Biological Product Mix --Hyatt Regency Hua Hin, Thailand Environmental Management System --Evason Phuket and Six Senses Spa, Thailand Creating a Biotope for Fireflies --Kinzan, Arima, Japan 93 97 101 103 107 77 81 85 87 89 CHAPTER 8 FandB Management A Specially Equipped Room Service Lift to Improve the Quality of Room Service Orders --Hilton Singapore 111 Saving on Food Costs While Retaining Food Quality --Grand Hyatt Seoul, South Korea Improving Food Safety and Hygiene (two practices) --Radisson Hotel Delhi, India Guests as Cooks in the Hotel Restaurant --Hotel The Grand Regency, Rajkot, India CHAPTER 9 Information Technology The Electronic Tablet Guest Book --Raffles The Plaza (Renamed Fairmont Singapore), Singapore The Intelligent Key Card --Hotel Phoenix, Singapore . CHAPTER 10 Others Innovative Bathroom Design --Express by Holiday Inn Causeway Bay, Hong Kong Targeted Use of SMS to Promote Hotel Food Outlets and Events --"Out of the Blue" Restaurant, Mumbai, India Sponsored Designer Sunglasses for Diners --Ithaa Undersea Restaurant, Rangali Island, The Maldives CHAPTER 11 Conclusions 121 123 113 115 117 127 129 133 137