The Mandarin Orientals Use of Computers Systems to Keep Track of Quests Preferecnes

THE STORY

Archipelago International is the largest privately owned and independent hotel operator in Southeast Asia, one of the most dynamic and fastest growing regions for both domestic and outbound tourism. We are the market leader in Bali, one of the world's most popular travel destinations.

Over the past two decades, we have transformed the Indonesian hotel landscape with industry innovation and leadership. Our collection includes ten award-winning brands, ranging from budget to luxury, including ASTON, the most trusted and best known hotel brand in the Archipelago. While we continue to lead the region, we are also aggressively expanding globally with operations and development underway in the Middle East and the Caribbean - with many more destinations to follow.

Archipelago International is proud to be only the second hotel group in the world, that has set up and operated the athletes villages at a major international games, the 18^th Asian Games in 2018.

THE VISION

To be universally recognized as the preferred hospitality company in Asia for guests, owners and employees.

THE MISSION

Exceeding guest expectations in all our hotels, helping our staff develop their careers, while supporting owners in designing, creating and successfully operating a 'best in class' hotel that they can be proud of.

SUSTAINABILITY

We have a responsibility for our planet and future generations. For us, an investment is not an investment if it harms mother nature and polutes planet earth. We have rejected numerous projects previously, where business partners left us unconvinced, that they care about sustainability and the importance of going green. We will remain selective in this regard and do our part to save the planet, while continuing to look for new ways to reduce the impact on the environment and implement the latest sustainability policies across all our properties.

Just a few of the green initiatives we already have in place:

1. Plastic reduction: Plastic used in straws and toiletries packaging has been replaced by recyclable and environmentally-friendly materials. Some of our brands use soap dispensers. We have stopped the use of plastic water bottles in all guest rooms and provide mugs, which can be filled with water from water dispensers conveniently located on guest floors. Plastic impact on our oceans is a major issue and yet hundreds of millions of plastic bottles are wasted each year by hotels alone.
2. Water conservation: We have an effective linen reuse program in place, that encourages our guests to refrain from having linen and towels exchanged and washed on a daily basis.
3. Sustainable cleaning products: Natural alternatives, that are less irritating to the environment are preferred over products with chlorine bleach and other environmentally-damaging products.
4. Energy saving: We continue to reduce energy by introducing energy-saving equipment in all public and back-of-the-house areas and constantly training our staff and fostering an energy saving work environment for all.
5. Recycling and waste reduction: Programs are in place across all areas, that reduce the use of paper and other disposables, while at the same time food waste is kept at a minimum. The World Bank predicts that by 2050 humans will produce 3,6 billion tons of waste every year, ending up on landfills and in the oceans.

ASTON stands for authentic Asian hospitality and sets itself apart as the most trusted hotel in the Archipelago and beyond. Whether for business or leisure, from the elegant GRAND ASTON to the modern-minimalist ASTON INN and anything in between, each individually-designed hotel has a sense of place, reflecting the brand's eclectic character throughout the entire guest journey. ASTON, stay with people you trust.

HUXLEY inspires everyone who visits, stays at or works within its space, to write their own story, create their own narrative, build their own scene. A new lifestyle hotel for a new generation of traveler, who likes to explore places that inspire with uniqueness, impress with stories and invigorate with energy. HUXLEY is a social place where people feel welcome and at ease, surrounded by a crowd they love. Far more than just another hotel brand, it is a lifestyle brand that creates unique experiences, that let people be themselves and come together, to let their hair down for a night, to rest and escape or to tone up. Unpretentious, modern - and full of life.

Subdued yet arousing, sophisticated yet friendly. Guests are rejuvenated and invigorated by the relaxing atmosphere of THE ALANA, featuring stylish designs in its guest rooms and facilities. Each hotel is an urban oasis with a concept, that combines regency touches with bold modern decors. Blending classic sophistication with contemporary chic, the hotels come with modern event spaces, thus flawlessly link work and play in stimulating and tranquil surroundings.

KAMUELA VILLAS are designed for unique romantic and family holidays alike, pleasing each of the five senses and creating everlasting memories through highly personalized service, reminiscent of twenty-first-century Southeast Asia. Whether it is the finely manicured surrounding gardens, inviting furniture pieces or the creative architecture, KAMUELA VILLAS are crafted to the finest quality standards. Located by the sea or surrounded by paddy fields, rich in sophistication and elegance, KAMUELA means Bali getaway at its best.

Modern yet infused with rustic charm, each HARPER conveys a residential feel and balanced functionality, offering unobtrusive service and never-ending innovation. Dining is offered in the form of home-cooked dishes at the relaxing Rustik Bistro & Bar, while the hotel's homey and warm character, complemented with personalized service, makes missing-home less of an issue. This hotel is designed for the worldly traveller, who values individualism, style, character and genuine home experience in a convenient location.

Collection by ASTON takes the brand's diversity and eclectic character to the next level. Each Collection masterpiece has its own personality and the liberty to push boundaries. Created for guests that value individualism and freedom, every hotel looks and feels very different as the brand ignores the 'how?' and 'what?' and simply asks 'why not?'. Deliberately so, by design - by ASTON.

Modest, friendly and comfy, QUEST HOTELS combine the value of premium budget with modern designs of family-friendly lifestyle hotels. The ideal choice for families on the quest for value, stylish facilities and tranquillity. Parents and children alike will enjoy the accessibility and the functional layouts of each hotel. A place where the nearest and dearest bond and play, spend quality time together, rest their heads and recharge.

Breaking the mould of conventional hospitality, HOTEL NEO is one step ahead of the norm. Created in a modern-contemporary style befitting the new trends in hotel design, HOTEL NEO offers uncluttered open spaces that create an atmosphere of relaxation and revitalization in a trendy but reasonably priced environment. Born from the realization that the modern and well-travelled guest regards a midrange hotel, that is well-designed and attractive, as more than just an alternative to larger and more expensive upmarket hotels.

The favorite choice for a stylish, budget-friendly accommodation that is at once fun, fresh, and friendly. Hotels that embrace unique and inspiring designs and recognize the importance of guest experience, personal preferences and technology. favehotels place emphasis on encouraging guest productivity and facilitating relaxation. Flexibility is key, preserving the essence of favehotels while still developing unique hotels, each one daringly playful and slightly different to the next.

NORDIC provide safe and sociable budget accommodation where guests can rent a bed in a dormitory and share a bathroom, lounge, restaurant, laundry and super-fast Wi-Fi connection. With its unique design and best-in-class service, our hostel brand-concept redefines backpacker accommodation, so that globetrotters and nomads from all corners of the world can rest their heads at comfortable and clean bunk beds in prime locations.

JULES BROOKFIELD
Vice President
Technology & Integration

Graduated from Northeastern University in Boston with a degree in Computer Science, Jules specializes in software development and internet-related business.

He is currently working to automate, integrate, and standardize many aspects of our business to ensure that Archipelago International stays at the forefront of this digital age.

WINSTON HANES
Vice President
Operations

Winston Hanes has more than 30 years of experience with various international hotel chains in Boston, Milan, and Hawaii.

Since joining Archipelago International in 1998 he has worked in Jakarta, Bali and Cebu (Philippines) as Executive Chef, Corporate Chef ico F&B, General Manager, and Regional General Manager.

He will be coordinating the Operational Regional Managers and assisting all hotel and villa operations to ensure that guest expectations are continually exceeded.

JOHN M. FLOOD
President & CEO

John has spent 10 years at the forefront of the company, strengthening Archipelago's ever-expanding portfolio and the rapid growth of its ten core brands.

After receiving his MBA from the University of Leicester, he went on to work in some of Europe's most thriving cities, including London, Paris, Copenhagen and his hometown, Dublin; but his drive to expand his business repertoire brought him to Indonesia almost 20 years ago.

Now at the helm of Archipelago International, John, along with company founder and Chairman Charles Brookfield has been responsible for the incredible development of the company over recent years through developing and constructing their own hotels as well as through management, franchising, 'manchising' and licensing agreements.

GERARD BYRNE
Managing Director
Archipelago Overseas

Gerry has over 25 years of corporate banking, real estate and consultancy experience in hospitality and leisure projects.

He is a Chartered Fellow of the Chartered Management Institute in the UK and received his MBA from the University College of Estate Management, Reading, England.

He brings multi-industry strategic management expertise to our team, which will assist us in developing our business internationally.

NORBERT VAS
Vice President
Business Development

Norbert is a graduate of the world renowned Centre International de Glion in Switzerland.

He has more than 30 years of hospitality industry experience in Indonesia, Vietnam, the USA, Germany, Belgium, Spain and Austria having held senior management positions with such notable hotel groups as Ian Schrager Hotels and Four Seasons in New York and Mandarin Oriental and IHG in Jakarta and Bali.

CHRIS LEGASPI
Vice President
Sales and Revenue Management

With a strong passion for Sales and Revenue Management, Chris has lead both contracting and sales teams of some of the prominent international B2C and B2B online agencies in Southeast Asia, helping hotels maximize their exposure in the online world.

Backed up by 15 years of hospitality experience, he leads the team in balancing the market mix and ensuring that each property's Total REVPAR is optimized to its fullest potential.

HERU PURWONO
Vice President
Finance

Heru brings over 20 years of experience in the hospitality industry in different parts of Indonesia.

He has served as the financial controller of international brands such as Hilton, Intercontinental and the Accor group prior to joining Archipelago International, and today, Heru oversees the finance divisions of all of Archipelago's properties.

CHARLES BROOKFIELD
Chairman

Charles has over 40 years of experience in the hotel industry. He has opened resorts in Cancun, Cabo San Lucas, Puerto Vallarta, Palm Springs, Park City, San Francisco, Hawaii, Guam, Jakarta, and Bali.

Charles was instrumental in building the largest hotel chain in Hawaii and has been a pioneer in the industry, bringing the condotel concept to Indonesia.

Charles created Archipelago in 1997 and has been living in Southeast Asia ever since.

HEAD OFFICE

Wisma Staco, 3rd Floor, 304
Jl. Casablanca Kav. 18
Jakarta 12870, Indonesia

REGIONAL OFFICES

Jl. Raya Kledokan No.6, Ngentak Caturtunggal
Kec. Depok, Kabupaten Sleman, Daerah Istimewa
Yogyakarta 55281, Indonesia

T : + 62 274 280 5803

Sanur Arcade Block D Kav. 18
Jl. Bypass Ngurah Rai, Sanur
Bali 80227, Indonesia

T : + 62 361 846 8684

T : + 62 274 280 5803

T : + 62 361 846 8684

GLOBAL REPRESENTATIVE OFFICES

Singapore | New Delhi | Dubai | Dublin | Santo Domingo

'We are small enough to treasure each of our hotels but large and skilled enough to successfully compete on the global stage' says John Flood, President & CEO of Archipelago International.

We have grown organically with much success in our home markets over the last 20 years, whilst at the same time perfecting our brand portfolio, technology, systems and standards. Now, with the capabilities to compete with and outperform any major international hotel chain, our group is successfully expanding to new global markets, while staying true to our Asian roots and the world-renowned Asian hospitality.

Flexible, creative and dynamic in our approach, we put forward imaginative proposals, brands and business models, that are owner and partner centric. We seek like-minded owners and partners to work for and with in the years ahead.

When you partner with Archipelago International, you gain access to our unparalleled expertise in key areas of hotel development and operations, together with our powerful brands that instill consumer confidence and loyalty.

Disclaimer
Any Condotel or Apartment units being sold under any of our brands are not owned, developed, or sold by P.T. Archipelago International Indonesia.
Developers are granted permission to use our trademarks under license from P.T. Archipelago International Indonesia.

Sanggahan
Setiap unit Condotel atau Apartemen yang dijual di bawah merek-merek kami, tidak dimiliki, dikembangkan, atau dijual oleh P.T. Archipelago International Indonesia.
Pengembang diberikan izin untuk menggunakan merek dagang kami berdasarkan lisensi dari P.T. Archipelago International Indonesia.

While we continue to focus on fortifying our market leading position in Southeast Asia, we are making aggressive moves globally and have opened representative offices in Singapore, India, the Kingdom of Saudi Arabia, the UAE, Ireland and the Dominican Republic, to support our development internationally and in particular key markets in South Asia, The Middle East, Africa and Latin America.

Today's consumer searches for, assesses and books their hotel room in a different way than before. Mobile bookings have rapidly increased, travel agents have moved online, metasearch has become a major factor and selling, while marketing and advertising to the modern traveler has moved to digital platforms and social media.

Archipelago International recognized the importance of E-Commerce in the very early stages when many hotel groups still perceived online hotel bookings as a short-lived trend. We did not only react to the changing consumer behavior, but in fact took a pioneering role and positively impacted the industry with innovation and hunger for exploring and implementing new solutions - something that continues to the present day.

We use the latest systems available in the market, provide software integration and connections to all our hotel units and have an effective yield management system in place to ensure our revenues are maximized and hotel owners get the best returns.

Depending on property type, location and the market, our brand websites rank among the top three most generating revenue websites, competing with OTA partner websites. Everything we do online is intended to make the booking process as easy and transparent as possible, while building consumer confidence and trust with each click.

We use our own CRS and have it centralized by leveraging the capabilities of our large and highly experienced Corporate Office team, so that individual hotels in our group are not burdened by it. The classic CRS has been re-imagined by us and is now more focused on E-Commerce and yield management, ensuring a seamless booking process through the hotels systems or if guests are booking through our other channel partners.

To find out how to start your project on the right path and set off in the right direction, please contact us:

Europe, Middle East, Africa, and The Americas
Gerard Byrne - MD Archipelago Overseas
E: gerard.b@archipelagointernational.com

SEXUAL EXPLOITATION OF CHILDREN

The sexual exploitation of children occurs everywhere, in every country and across all social groups.

In 2016, ECPAT International, that works to end the sexual exploitation of children and is active in more than 100 countries, coordinated the Global Study on Sexual Exploitation of Children in Travel and Tourism, which shed light on the latest trends and patterns of this crime worldwide. The report highlighted that there is no corner of the globe that is untouched by this crime and that the travel and tourism industry has a key role to play.

Archipelago has joined The Code in the fight against sexual exploitation of children. As a member we have implemented the six criteria of The Code:

1. Establish policy and procedures
2. Train employees
3. Include a clause in contracts
4. Provide information to travelers
5. Support, collaborate and engage stakeholders
6. Report annually on the implementation

The Code was created to be a child protection tool used by the industry to specifically combat the sexual exploitation of children in travel and tourism. Often offenders actively travel to countries where access to vulnerable children is easier, where child sexual exploitation is more socially normalised or where governments lack the capacity to respond. In other cases, travellers and tourists are known to opportunistically engage with child sexual exploitation because they believe that this kind of behaviour is more acceptable in another country.

An estimated 150 million girls and 73 million boys under 18 years of age experience sexual exploitation or other forms of sexual violence according to the UN Global Study on Violence against Children. Every year, millions of children are bought and sold for the purposes of sexual exploitation. The International Labour Organisation estimates that approximately 5.5 million are being exploited in forced labour, including forced sexual exploitation.

The Code encourages the practice of responsible, sustainable tourism by companies from around the world. By implementing effective child protection policies and procedures members of The Code are able to play an essential role in protecting children from sexual exploitation in travel and tourism.

Archipelago has also joined forces with Benih Baik and ECPAT Indonesia to support the fight against the sexual exploitation of children. All guests have the option to make a donation to ECPAT Indonesia while completing their online booking on any of the hotel websites.

ENVIRONMENTAL PROTECTION AND SUSTAINABLE BUSINESS

We understand that we have a responsibility for our planet, our children and future generations. For us, an investment is not an investment if it harms mother nature and pollutes planet earth. We have rejected numerous projects previously, where business partners left us unconvinced that  they care about sustainability and the importance of going green. We will remain selective in this regard and do our part to save the planet, while  continuing to look for new ways to reduce our impact on the environment and implement the latest sustainability policies across all our properties.

Just a few of the green initiatives we already have in place:

• Plastic reduction: Plastic used in straws and toiletries packaging has been replaced by recyclable and environmentally-friendly materials. Some of our brands use soap dispensers. We have stopped the use of plastic water bottles in all guest rooms and provide mugs, which can be filled with water from water dispensers conveniently located on guest floors. Plastic impact on our oceans is a major issue and yet hundreds of millions of plastic bottles are wasted each year by hotels alone.

• Water conservation: We have an effective linen reuse program in place, that encourages our guests to refrain from having linen and towels exchanged and washed on a daily basis.

• Sustainable cleaning products: Natural alternatives, that are less irritating to the environment are preferred over products with chlorine bleach and other environmentally-damaging products.

• Energy saving: We continue to reduce energy by introducing energy-saving equipment in all public and back-of-the-house areas and constantly training our staff and fostering an energy saving work environment for all.

• Recycling and waste reduction: Programs are in place across all areas, that reduce the use of paper and other disposables, while at the same time food waste is kept at a minimum. The World Bank predicts that by 2050 humans will produce 3,6 billion tons of waste every year, ending up on landfills and in the oceans.

SEXUAL HARASSMENT

Despite increased awareness of sexual harassment and changes in laws, it remains a problem in the workplace around the world, affecting both female and male associates of any age and background. It may not always be immediately clear that sexual harassment is involved, for example when someone is verbally harassed. Also, many victims prefer to downplay and ignore the situation out of shame or fear. In other extreme instances, the harassment is not only abuse but in fact an obvious crime.

The EEOC¹ has defined sexual harassment in its guidelines as:

Unwelcome sexual advances, requests for sexual favors, and other verbal or physical conduct of a sexual nature when:

• Submission to such conduct is made either explicitly or implicitly a term or condition of an individual's employment, or

• Submission to or rejection of such conduct by an individual is used as a basis for employment decisions affecting such individual, or

• Such conduct has the purpose or effect of unreasonably interfering with an individual's work performance or creating an intimidating, hostile, or offensive working environment.

Unwelcome sexual advances constitute sexual harassment when submission to such conduct is made either explicitly or implicitly as a term or condition of an individual's employment.

Sexual harassment can have devastating effects on the victim. It can seriously damage work performance and the employee's chances for getting promoted or even keeping the job. In addition, the physical damage can be immense and long lasting.

As part of the zero tolerance policy against sexual harassment, Archipelago empowers all employees to speak up and confront such conduct immediately. Assoicates are regularly trained to identify the acts of sexual harassment and understand where and when the line is crossed.

¹ The U.S. Equal Employment Opportunity Commission is a federal agency that administers and enforces civil rights laws against workplace discrimination.

CORRUPTION AND BRIBERY

Corruption is a form of dishonesty or criminal offense undertaken by a person or organization entrusted with a position of authority, to acquire illicit benefit or abuse power for one's private gain, while bribery is the giving or acceptance of payment of other illegitimate advantages. Ultimately, bribery is a form of corruption.

Archipelago has a strict anti-corruption and anti-bribery policy in place, that is regularly reviewed, updated and acknowledged by every employee. As part of the policy, all associates and third-parties must fully adhere to our code of business conduct or else they cannot work with us.

Associates are trained to recognize and immediately report any acts of corruption and bribery and we even have a 'Good Citizen' award that is given to an employee who uncovers such acts.

Corruption and bribery harm the business and erode the trust of stakeholders. As we pride ourselves to be the most trusted hotel group, we stay committed to doing ethical business everywhere we operate, while strictly denouncing any form of corruption and bribery.

Archipelago International played a major role in the successful planning and staging of one of the world's largest sporting events - the 18th Asian Games. This took place in August 2018, when over 18,000 athletes from all over Asia came to Indonesia to compete for gold. This is a larger number of athletes than the Olympic Games (as the quota of athletes per country is higher). Archipelago International was proud to be the selected accommodation provider for two athletes villages in Jakarta and Palembang. The trust put into our hands resulted in an unprecedented logistical effort and a tremendous success.

Meeting the requirements set by INASGOC and planning for an effective management and oversight of the villages for the scale of this event has its challenges as the villages were in two different cities with Archipelago International utilizing the help and expertise of over 600 staff, support personnel, logistical, IT and programming specialists to ensure the comfort and safety of all guests staying at the athletes villages.

John Flood, President and CEO of Archipelago International spoke about being chosen to provide the accommodation for elite athletes from over 45 countries and the great support they received from INASGOC and everyone involved: 'We are delighted to be part of history. Having worked alongside INASGOC and the various Government departments in such an effective and collaborative manner was a real pleasure and a great experience – everyone was really focused and totally committed to making the games a roaring success and making Indonesia proud.'

The Mandarin Orientals Use of Computers Systems to Keep Track of Quests Preferecnes

Source: https://www.archipelagointernational.com/en