Managing A Unique Golf Resort In Sanya

Thomas Guan is the general manager of the Grand Metropark Resort Sanya. Prior to taking over his current post he was the GM of other five-star properties on Hainan Island.

What, in your opinion, is the status of the Sanya luxury hotel market?
In recent years, hotel industry has made rapid progress in Sanya. You can see that many high level hotels and resorts have been developed in Sanya, including international brands. Therefore, the quantity and quality of accommodation has been greatly enhance. This has also raised the status of Sanya as a most popular tourist destination. Of course, competition is inevitable, especially in the low season. New members of top the luxury brands are entering the market and are always in great demand. Villa products are becoming more and more popular and this kind of product with high-quality and individuality will become a wider trend.

How do you differentiate your hotel from others in the same marketplace?
First of all, we are different to other resorts in Sanya, we have a view of the golf course and a picturesque villa style of architecture. However, classical villa products are becoming increasingly well known and are generating a lot of interest. We are not a sea view resort, so resorts with a sea view are not our major competitors. We believe that our hotel is an important supplement to the resources of Yalong Bay tourist district. From the guests' point of view, they have one more option to choose from.

Speaking of differences and different, our own golf landscape can not be copied by other properties. Although some resorts have golf view rooms they do not have the feeling "you-are there". The Yalong Bay Club was designed by Robert Jones II, in an area of realy beautiful scenery. Incidentally, our service approach will be inimitable. For example, we have more than 30 buggies at the guests' service in the resort garden and we do not allow vehicles from outside to enter the guest area. We fully consider the safety of residents, especially that of children.

In addition, we will ensure a luxurious and tranquil resort environment. The most important job we do is improving quality, ensuring customers satisfaction. To establish a good reputation and market impression will be our key long-term goal.

High-end products will always be sought after and in demand by decerning guests; we have confidence in our products.

What hardware facilities does the Resort feature?
As the highest level brand, Grand Metropark Resort Sanya completes the mission of luxury, delicacy, and professionalism from design to construction. This is especially true for the villa. This hasa private garden, swimming pool, massage pool and spa pavilion. In the attention to private space also has the maximum protection for products and taste. We care about detail very much, the design team detailed every item from furniture equipment to art. The bathroom uses the latest Kohler equipment. The most prominent resources including gloriously manicured tropical garden, and a natural environment, these can't be copy no matter how much money you spend or what kind of equipment you use.

Given the prime location of the Sanya Grand Metropark Resort, what do you expect the percentage composition of your guests to be?
There is no doubt that family holidays, leisure, and vacations is our main target market. The meetings, incentive travel, conventions, and exhibitions market has developed rapidly in Sanya, and we will develop rapidly to support it as well. We have rich and unique resources and facilities, I firmly believe that the Metropark group has well-trained and professional ability to assist and organize all aspects of planning and meeting services.

What is your management philosophy?
The enterprise culture of Metropark group is: Service for guests, service for owner, service for employees, service for hotel. We will use effective management systems and personalized services as a way, use group systems as a standard, and use group characteristic services as a soul. To create a unique and individual tourist experience for guests and maximize the benefit for the owner, to achieve resort performance with sustainable growth.

At present, many large hotels are focusing on business development in the MICE sector, what special expansion plans does Sanya Grand Metropark Resort have for targeting the MICE market?
As I said before, MICE is and important source of our business, we will pay the highest attention to this aspect. But we are more interested in international conferences that are on a small scale but to the highest standards. I believe that these activities will help us to get a better market position and to be a force in the industry. We will provide more colorful meeting package products for MICE buyers.

What measures will you and your team take to increase guest loyalty?
First of all, the quality of service is very important; it is the core for the whole management team to uphold, and this is the only way to achieve guest satisfaction and recognition. Meanwhile, the Metropark group has more than 50 hotels, golf clubs, and scenic spots in Asia Pacific and a perfect group award program and customer loyalty program. That will make the guests and copartners feel that we offer more convenience and consideration.

For a guest who is staying in Sanya Grand Metropark Hotel for the first time, which service do you recommend first, and why?
Of course I will recommend the outside spa service in the villa, it will be unforgettable.

What are the distinguishing features of the hotel's golf facilities? What products will the resort promote which focus on golf? And what other market segments will you explore next?
Yalong Bay Golf Club is a famous club, with more than 10 years of history. Designed by Robert Jones II, it is a very interesting links style trophy course. As well as the original 18-hole course there is also another 18 holes: a total of 36 holes. We're neighbors and partners, in resources and marketing and will get closer and cooperate more fully. Incidentally, guests who stay in our executive villa can enjoy a round of 18-hole golf for free. That means all charges except expenses and tips. The resort is going to arrange everything in advance: the only thing that guests need to do is enjoy their happy time.