Grand Mercure Phuket Patong Resort & Villas is a highly successful venture right in the heart of Phuket’s busiest tourist market – Patong. We sat down with the resort’s General Manager to unpick what the future holds for this iconic property.
What aspects of your experience and training are most relevant to Phuket’s hotel marketplace in 2018/19?
My previous tenures were all valuable, one way or another and previous difficult market conditions, past failures and complex transitions over Thailand’s many recent crises were all golden learning experiences that are paying off today. Add to this the support received from our Owners and Head Office teams and we have at our disposal all the ingredients needed for a successful run in today’s very competitive market.
When it comes to initiatives, the most recent is the implementation of Accor’s Global “Heartist” program, launched earlier this year designed to drive all Management and Hotel teams to go beyond their usual levels of service. Notions like “feel free”, “feel sparkled” “feel valued” and “I belong” have been passed on, empowering our associates towards a more “human” side of the service industry… putting people at the center of everything we do.
For the first time, we are not only looking for satisfaction in our guests, but also our employees as we believe that happy staff means higher satisfaction for our guests and owners.
In the highly competitive Patong hotel marketplace how does Grand Mercure keep ahead of its competition?
I am not sure we are ahead but we did okay over the last challenging months. With high demand year round, most properties have been showing positive revenue growth, but it is when one of the main markets is down that we re-ally appreciate our past efforts at diversifying our market and our origins mix.
Beside Sales and Distribution, our positioning and reputation built over the years are playing an important role. We enjoy a fantastic location in the heart of Patong and a beautiful property to operate, have a talented team of executives, but it is the friendliness and dedication of our team members from the bottom-up which most impress-es people.
How are the changing demographics and geographic origins of Phuket’s visitors impacting the Grand Mercure?
The current lower demand from China means we can now offer extra rooms to other partners and guests from different origins, plus there are always growing last-minute requests and bookings from the new generation of inter-net-savvy travelers.
What upcoming innovations and initiatives will we be seeing from the Grand Mercure in future?
We have been open for almost five years now and with the continuous support of our Owners, we have established a yearly maintenance and improvement plan. We are injecting large sums back into our operations for re-placement, but also for new initiatives to embellish and enhance our overall atmosphere and environment.
Grand Mercure Phuket Patong Resort & Villas
1 Soi Rat-U-Thit 200 Pi 2, Patong, Kathu, Phuket 83150
Tel: +66 76 231 999