Though Myanmar is yet to attract a flock of tourists owing to the ongoing international pressure on conflicts in Rakhine State on its western coast, Chatrium Hotel Royal Lake Yangon, one of the leading 5-star properties in the nation, maintains its confidence to enjoy a healthier growth and better performance from this year on, according to general manager May Myat Mon Win.
She said in an exclusive interview that the hotel enjoys 5 to 8 increase in gross operation profit on a yearly basis, and hopes to sustain its healthy growth in the next few years.
“Tourism is gradually recovering here, and the market is gaining back into better performance. We are also doing a great job and looking at further investment opportunities here,” she said.
“When it comes to business performance, financial profit is not the only thing we take into consideration. There are some other factors that really matter to us_ our reputation, our customers and the growth of human capital, to name a few.”
The executive seems happy with the occupancy rate of the hotel. On average, more than 80 per cent of 300 hotel rooms are occupied in the high season (November to February), and the hotel enjoys over 60 per cent occupancy even in the low season (July to September). Around 70 per cent of the hotel guests are business travellers while the remainder visits Myanmar for leisure, she said.
“We are always trying to provide the best customer experience as far as possible so we have our guests in mind at every touchpoint,” she said.
In this respect, the hotel has trained the majority of its employees to become local experts, as around 98 per cent of the guests are foreigners. Currently, it has 335 employees, and only 4 per cent of them are expatriates. With a good mix gender in its team, the hotel ensures domination of locals in its management, as two of the four Board members as well as seven of the twelve senior executives are locals.
“For a company to grow further, it is a must for the employee to grow as well so we always try to improve the empowerment of our team. We allow the frontline staff to make their own decision when they happen to face some issues so we can quickly provide the best customer service,” she said.
In addition to improving the employees’ employment and responsibility, the hotel reviews customer experience journey through several online and offline surveys. The hotel also keeps an eye on six major competitors’ moves to ensure its leadership position in the market.
“We have found out through our studies that 96 per cent of our guests are totally happy with our services. We aim to improve it to 98 per cent by the end of this year,” she said.
Source: Daily Eleven