Peninsula
Case Study
The Peninsula Hotels operates eight award-winning hotels in Hong Kong, New York, Chicago, Beverly Hills, Tokyo, Bangkok, Beijing and Manila, with The Peninsula Shanghai opening in 2009. At Peninsula, all efforts have been dedicated to providing luxurious comfort, modern facilities and intuitive technology combined with exceptional, personalized service.
In 2004, Concept and Peninsula entered into an agreement for Concept to supply a Golf, Spa and membership system for a Peninsula owned and managed golf resort, Quail Lodge, in Carmel California. Concept was selected as the supplier for this resort for several reasons;
1) Concept’s partnership with Micros Fidelio, where development work was underway to provide integration between the two companies products
2) The strength of Concept’s golf course management system which had been installed at many prestigious USA courses and which was one of the most installed golf course management system across Europe and the Middle East.
3) The Concept product suite contained products for golf, spa, membership and POS.
4) Concept’s global presence that would be vital in a Peninsula roll-out that would cover many countries in Asia.
Following a successful installation in January 2005 at Quail Lodge, the two companies created a gap analysis where new Spa functionality was planned. Working closely with the Peninsula head office in Hong Kong and the Peninsula’s spa management company, ESPA, the result was the development of an updated spa product that would satisfy the needs of the various spas contained in the Peninsula’s USA and Asian properties. At the same time as the new spa development, other Concept development engineers were working on a leisure product for country clubs and resorts. Developing these products in tandem within the same development lab enabled the products to be fully integrated which would prove invaluable for hotels and resorts with a requirement for Spa and Leisure facility bookings and management. In addition to the above development activity, other work was taking place with the Micros Opera developers in the USA to further enhance the Concept and Opera integration.
Later in 2005 Concept installed the new Spa product at two more of the Peninsula USA properties; The Peninsula New York and the Peninsula Beverley Hills. These properties had the new improved Spa product installed and both have been very successful projects and at this time the products are making a significant contribution to the Peninsula Spa operation.
In 2006, and in conjunction with ESPA, Concept developed a complete new suite of Spa reports, these reports continue to provide invaluable operational and management information to all of the Companies Spas and head office management.
In February 2006, Concept installed the spa and leisure product at the Peninsula Chicago, and upgraded all of the previously installed Peninsula properties with the latest improved versions of the product.
Also in 2006 and having satisfied the Peninsula senior management that the company had created the product, and perhaps even more important, convinced them that Concept had the resources and abilities to continually improve and support them, Concept were awarded the contract to supply systems to Peninsula’s Asian properties. Concept at this time had experience with the Asia spa market, having already a number of clients with multi-property business throughout the Asian countries. Concept fully understood that spa operation in Asia differed significantly from that of the USA and the product had already in many areas been adapted to fit the Asia requirements. Concept made the first 2 major Peninsula installations at the Bangkok and Hong Kong properties, both were a major success and led to further contracts to supply the Peninsula Tokyo (2007) and Beijing (2008). We look forward to the next install at Shanghai in 2009.
The challenges that we have faced in Asia have predominantly been the local legislative requirements, particularly vastly differing Tax structures, and the various languages. In recognition of these requirements, Concept has developed all the tax tables and functionality for each Asian country. In addition, Concept has translated the product into Chinese and Thai, Korean is in Progress and plans are underway for a Japanese language version.
2005 Quail Lodge Hotel Golf and Spa
