Pan Pacific Hotels and Resorts Scored Tops in Customer Satisfaction

Published Date : 21 Nov 2008

Singapore, 21 November 2008 – Pan Pacific Hotels and Resorts leads in customer satisfaction in the luxury hotel segment, with the highest score of 92.8 in the 2008 Third Quarter YTD Market Metrix Hospitality Index (MMHI). MMHI, managed by Market Metrix, is the largest, independent and most in-depth measure of customer satisfaction in the travel/hospitality industry, based on 35,000 customer interviews conducted every quarter.

“We are delighted that Pan Pacific Hotels and Resorts has scored the highest in customer satisfaction in the luxury hotel segment.  It is a strong testimony that our guests appreciate our efforts in delivering excellence in both the accommodation and service experience.  We are very proud of all our Associates and we will not be resting on our laurels, but continue to innovate and be the brand of choice for travellers to Asia and the Pacific Rim, said A. Patrick Imbardelli, President and CEO of Pan Pacific Hotels and Resorts.

Guests staying at Pan Pacific hotels and resorts are treated to the brand’s renowned Asian hospitality and personalised care, in addition to luxurious accommodation and premier amenities. They also get to enjoy faster response time and a truly seamless customer service as Pan Pacific Hotels and Resorts has successfully embraced customer-centric technologies to enhance service standards in its hotels. 

These include a mobile workforce using PDA devices and a task management system that integrates front and back of house operations to achieve a more efficient and seamless customer service.

Pan Pacific’s Service One also ensures that guests have easy access to instant service and customer care. Savvy travellers enjoy unparallel connection to the Internet via wired and wireless broadband in the hotel or resort and booking rooms at its award-winning becomes a breeze as well.

In addition, guests are empowered to design and personalise their stay via Preferences by Pan Pacific. This enables Pan Pacific Hotels and Resorts to offer its guests the experience and services that they prefer to have while staying at its hotels and resorts. Guests who book to stay from now till December 31, 2008 with Preferences by Pan Pacific can look forward to enjoying guaranteed late check-out and a choice of an additional preference offered by the participating hotels and resorts. These additional preferences, range from guaranteed room upgrade, complimentary breakfast, complimentary internet usage, airport transfers, F&B vouchers to laundry credits.

This latest accolade as the winner in customer satisfaction in the luxury hotel segment follows Pan Pacific’s recent esteemed accolades including its triple win at the 15th World Travel Awards where three of its hotels were recognised as being among the best hotels in Asia – Pan Pacific Singapore (Asia’s Leading Business Hotel), Pan Pacific Kuala Lumpur International Airport (Asia’s Leading Airport Hotel) and Pan Pacific Manila (Philippines' Leading Business Hotel).

About Pan Pacific Hotels and Resorts
Headquartered in Singapore, Pan Pacific Hotels and Resorts is a leading hotel management company in the Pacific Rim and is part of Hotel Plaza Limited, the listed hotel subsidiary of UOL Group, one of Asia’s largest hotel and property companies. Pan Pacific Hotels and Resorts has been recognised by Condé Nast Traveler magazine as one of the 25 hotel companies demonstrating social responsibility and has won esteemed accolades such as World Travel Awards, AAA Four Diamond Award, Condé Nast Gold List and Readers Choice Awards. It has a portfolio of 18 hotels, resorts and serviced suites throughout Asia and North America, with offices in San Francisco, Los Angeles, London, Singapore, Hong Kong and Tokyo. Pan Pacific Hotels and Resorts is a founding member of the Global Hotel Alliance. For more information, visit
About Global Hotel Alliance
Based on the airline alliance model, Global Hotel Alliance is the world largest alliance of independent hotel brands. It uses a common technology platform to drive incremental revenues and create cost savings for its members, while offering enhanced recognition and service to customers across all brands. GHA currently comprises Anantara, Cham, Dusit, Kempinski, Landis, Leela, Marco Polo, Omni and Pan Pacific, encompassing 160 upscale and luxury hotels with over 46,000 rooms in 41 different countries.

For more information, please contact:

Pan Pacific Hotels and Resorts
Frances Koh
Marketing Communications Manager
DID: (65) 6622 2311
Tel: (65) 6622 2300
Fax: (65) 6334 8552

Urban Scoop Consultancy
Joanna Ong
Mobile: (65) 9687 7910