IT'S TIME TO BELIEVE IN MAGIC

Corporate Identity• An all-suite luxury hotel chain having properties in

Bangkok and New Zealand– Flagship property: lebua at State Tower, Bangkok– Lake Okareka Lodge in New Zealand

• The food and beverage facilities of lebua at State Tower are known by the brand The Dome at lebua– The Dome at lebua houses five restaurants of international

repute and is the numero uno in Thailand’s F & B market• Sirocco• Breeze• Mezzaluna• Distil• Café Mozu

Lake Okareka lodge, New Zealand

A PERFECT SUNSET IN PARADISE

Lake Okareka lodge, New Zealand

Lebua at State Tower, Bangkok

EXQUISITE SENSATIONS

Lebua at State Tower, Bangkok

COLORS OF THE NIGHT

Colors of the Night at Café Mozu

The Dome at lebua

SURRENDER TO THE SPUR OF THE MOMENT

The Dome at lebua

SiroccoSky bar

A MEZZALUNA MOMENT IS FOREVER

DistilBreeze

Ocean 52

Background of Study• TNS was commissioned by lebua to carry out the

following surveys– Customer Satisfaction Survey (CSS) conducted quarterly– Employee commitment measured in form of Service

Satisfaction Survey (SSS) in the first quarter

CSS Objectives SSS Objectives

To benchmark and monitor retention for lebua and Dome across customer segments as well as service facilities and establishments

To uncover and monitor retention drivers and set priorities for improvement for both lebua and Dome key service facilities and establishments

To link customer satisfaction results to employee commitment to identify opportunity for staff related improvements

To measure employee commitment and identify relative performance across Grades and Departments.

To benchmark performance against global norms and set performance targets

To identify the key drivers behind strengths and weaknesses

To link employee commitment to customer satisfaction outcomes and identify improvement areas and potential strategies

Results of CSS : Wave 1

Customer Satisfaction SurveyPage 13

The TRI*M Index: Dome & lebua vs. Travel & Leisure (Asia/Pacific)

High Retention

Low Retention

TRI*M Index Continuum – Travel & Leisure (Asia/Pacific)(calculated from all TRI*M interviews from 2004-2007)

Bottom10%

Bottom33%

Mean Top33%

Top10%

5151 7373 7676 8484 9292 102102 106106

Dome lebua

Customer Satisfaction Survey

The TRI*M Index: Dome & lebua vs. Travel & Leisure (World)

High Retention

Low Retention

TRI*M Index Continuum – Travel & Leisure (World)(calculated from all TRI*M interviews from 2004-2007)

Bottom10%

Bottom33%

Mean Top33%

Top10%

5555 6767 7676 8585 9696 102102 106106

Dome lebua

Results of SSS

16

Benchmarking Based on studies carried out across the globe, TNS provides a number of commitment Index

Benchmarks. Compared to South East Asia, lebua H&R ranks just above the top 10% of companies.

Worldwide

North America

Europe

Asia

South East Asia

Bottom 10%

39

Bottom 33%

52

Mean

60

Top 33%

67

Top 10%

79

51 58 63 66 73

40

40

52

48

59

53

66

57

79

66

40 49 55 59 72

All benchmark figures are calculated from TRI*M results taken over 3 years (2005 to 2007)

74lebua H&R

Linking CSS and SSS …1• A key objective was to link employee performance (SSS) to

customer retention (CSS)

• To do this, the results of both surveys had to be integrated by looking at the analysis across 12 touch point centers, comparing customer retention ratings to that of employee performance.

• In the employee study (SSS), all staff were classified accordance to the selected touch point centers taking into account their specific area of responsibility. Support functions such as finance, HR and Executive Office were not included.

Linking CSS and SSS …2• Score comparison of Customer Retention and

Employee Commitment

Customers Score Employee Score

Front Office 110 Front office, reception, concierge, guest relations, operator 76

Room 112 Housekeeping Attendant, IT, Engineering 89

Room Service 109 Room service 64

Café Mozu / Breakfast 107F&B Service, Kitchen, Bakery, Hostess, Steward, Housekeeping

73

Gym / Pool 108 Fitness center, engineering, housekeeping 87

Meeting Rooms 94 Banquet, IT, Engineering, housekeeping etc. 79

Business Centre 104 Business centre, IT 80

Restaurant Reservation 103 Reservation dining 72

Mezzaluna 93 F&B Service, Kitchen, hostess, Steward, etc. 61

Sirocco 103 F&B Service, Kitchen, hostess, Steward, etc. 61

Breeze 103 F&B Service, Kitchen, hostess, Steward, Ocean Bar etc. 74

Distil Bar / Lobby Lounge 105 F&B Service, Kitchen, hostess, Steward, etc. 79

• Positioning Touch Point Centres

Linking CSS and SSS …3

Front Office

Room

Room Service

Café Mozu / Breakfast

Gym / Pool

Meeting Rooms

Business Centre

Restaurant Reservation

Mezzaluna

Sirocco

Breeze

Distil Bar / Lobby Lounge

Customer Focus

Main Focus Employee Focus

Customer Retention

SETTING NEW RECORDS…

Results of Wave 2

Customer Satisfaction SurveyPage 21

The TRI*M Index: Dome & lebua vs. Travel & Leisure Benchmarks

TRI*M Index Continuum – Travel & Leisure (Asia/Pacific)(calculated from all TRI*M interviews from 2004-2007)

102102

113

106

80

90

100

110

120

Wave 1 Wave 2

Dome Lebua

WorldTop 10%

9696

Asia Pacific Top 10%

9292

Comment

Performance at lebua has increased while Dome remains stable.

Customer Satisfaction SurveyPage 22

Front Office

Room

Room Service

Café Mozu / Breakfast

Gym / Pool

Meeting RoomsBusiness Centre

Restaurant Reservation

Mezzaluna

Sirocco

Breeze

Distil Bar / Lobby Lounge

Positioning of Touch Point Centres – Wave 2

Customer Retention

Em

plo

yee

Co

mm

itm

ent

Employee Focus

Customer Focus

Main Focus

Comment

Overall improved performance at lebua pushed several of the touch point centers to the right. The restaurants at the Dome still remain the main focus for improvement. Café Mozu since the upgrade has improved.

Awards – lebua at State Tower2008• HAPA SIGNATURE LUXURY HOTEL by The Hospitality Asia Platinum Awards 2008-2010•Top 5 Hotels in Asia and Best Hotel Bar by HotelClub Awards 2008, lebua was selected as winner among 120,000 nominations.•Overall Best Luxury Hotel Award where more than 1,500 luxury hotels world wide competed for this accolade by World Luxury Hotel Awards. •Luxury Suite Hotel by World Luxury Hotel Awards.•World Travel Awards 2008, Asia’s Leading Design Hotel by World Travel Awards•The Best Business Hotel in the World by EUROPEANCEO Magazine, UK•Best Luxury Hotel by Traveler’s choice, TripAdvisor – ranked number 6 in Top 10 Best Luxury Hotels in Asia and number 47 in Top 100 Best Luxury Hotels worldwide•One of the World’s Top 1% of Hotels, Expedia Insiders’ Select by Expedia.com

2007•Overall Best Hotel in Asia by Business Asia Magazine in conjunction with CNBC (Circulated internationally)•Pure Decadence Listing of The 101 Best Suites in the World by Elite Traveler Magazine, USA•The Best Business Hotel in Thailand by Business Asia Magazine in conjunction with CNBC (Circulated internationally)•Best New Boutique Hotel in Bangkok from Art of Travel – The Ultimate Luxury Travel Book, Netherlands (Worldwide edition)•Expedia Insiders’ Select by Expedia.com

2006•Best New Hotel by Business Asia Magazine in conjunction with CNBC•Pure Decadence Listing of The 101 Best Suites in the World by Elite Traveler Magazine, USA

Awards - Sirocco2008•HAPA THAILAND RESTAURANT OF THE YEAR and HAPA DESTINATION RESTAURANT OF THE YEAR by The Hospitality Asia Platinum Awards 2008-2010•Sky Bar as the HAPA BEST NIGHT SPOT 2008-2010•Sky Bar as Best Bar by HotelClub Awards 2008

2007•Most Overwhelming Restaurant Experience with a Great Wow Factor by The Art of Travel – The Ultimate Travel Guide Book•The Best Restaurant with a View by RadioBangkok.net•My Favorite International Restaurant by American Express

2006•The Best Restaurant Award in Catering of Western Food by Bangkok Dining & Entertainment Magazine•My Favorite International Restaurant by American Express

2005•Hot Nights & Hot Tables by Condé Nast Traveler Magazine, USA•Best Western Restaurant 2005 by Bangkok Dining & Entertainment Magazine•Best New Al Fresco Dining by BK Magazine

2004•Best New Restaurant 2004 by Bangkok Dining & Entertainment Magazine•Best New Restaurant 2004 by BK Magazine

Awards : Breeze, Mezzaluna and Distil

Breeze2007•Hot Tables by Condé Nast Traveler Magazine, USA•Best New Seafood Al Fresco Restaurant in Asia by The Art of Travel – The Ultimate Travel Guide Book

Mezzaluna2007•Best Italian Restaurant by The Art of Travel – The Ultimate Travel Guide Book2005•Hot Tables by Condé Nast Traveler Magazine

Distil2005•Hot Tables by Condé Nast Traveler Magazine•Best Lounge Bar by the Metro High Five Awards, Metro Magazine

Awards : Lake Okareka Lodge , NZ

•Lake Okareka Lodge by lebua is graded ‘Qualmark Exclusive’, one of a select few resorts in New Zealand to be bestowed this supreme honour

•‘Leading Luxury Lodge in New Zealand’ - 2008 World Travel Awards

•Ranked in Elite Traveler magazine’s 2008 list of world’s ‘101 Top Hotel and Resort Suites

•Finalist in World Luxury Hotel Awards 2000