In the stylish, big money world of boutique hotels, Viceroy Hotel

CORPORATE CAPABILITIES
4OVERVIEW
6
Our Competitive Advantage
8
About Viceroy Hotel Group
10
Viceroy Hotel Group Signatures
12
Viceroy Hotel Group Portfolio
14
Viceroy Hotels and Resorts
16Urban Retreats
18Avalon Hotel
20Guest Profile
22 OPERATIONAL COMPETENCIES
24
Service Philosophy and Standards
26Colleague Relations
28
Distribution and Sales Systems
30eCommerce
32
Marketing and Public Relations
34
Food & Beverage
36
Spa & Wellness
38Technical Services
40Information Technology
VICEROY MIAMI
42
Finance and Accounting
44
Branded Real Estate Management
46
Environmentally Conscious Practices
3
OVERVIEW
OUR
COMPETITIVE
ADVANTAGE
Nimble yet global. Experienced but
innovative. Aesthetically inclined
and numbers driven. Individually diverse
while jointly focused. It’s these
distinctions that give Viceroy Hotel Group
a competitive advantage in everything
we take on.
AN EXCEPTIONAL PRODUCT AND CONCEPT
A unique combination of inspired design and luxury services and amenities
unmatched in today’s hospitality market defines the Viceroy Hotel Group brands.
A TEAM OF WORLD-CLASS HOTELIERS
Viceroy Hotel Group features a stellar stable of executive talent at the property
level and corporate offices, with many years of experience in the luxury hotel market
including Four Seasons, Mandarin Oriental and Ritz-Carlton.
A BACKGROUND IN DEVELOPMENT AND INVESTMENT
With considerable experience in real estate and hospitality projects, Viceroy Hotel
Group possesses a unique understanding of investor needs and the ability to
maximize returns and maintain brand integrity.
DIVERSE HOSPITALITY PROJECT EXPERIENCE
With a successful track record of greenfield and redevelopment projects ranging from
hotel-only and condo-hotel to branded residences and serviced apartments, Viceroy
Hotel Group’s vision goes beyond a standard “heads in beds” viewpoint.
LIMITLESS FUTURE GROWTH AND EXPANSION OPPORTUNITIES
With an international ownership group including Mubadala Development Company,
the Abu Dhabi government’s strategic investment arm, Viceroy Hotel Group’s
developing presence outside of the Americas and its financial strength position it
for real impact and growth.
BY THE NUMBERS
REVPAR PENETRATION INDEX (RPI)
109.6%
2011 average for
Viceroy Hotel Group, measured against
its actual market competitive set
Smith Travel Research, Full-year 2011
VICEROY HOTEL GROUP
REVPAR GROWTH
14.8%
in 2011 vs. industry
average of 7.5%
Smith Travel Research, 2011
7
ABOUT
VICEROY
HOTEL
GROUP
From a suite in the city’s center to a villa on a secluded beach,
Viceroy Hotel Group brings together provocative design and
unfailing service to create incomparable experiences.
Viceroy Hotel Group is headquartered
in Los Angeles and Abu Dhabi, with
satellite offices in New York, Miami
and Dallas.
Recognized as one of the most innovative operators on
the current hotel landscape, Viceroy Hotel Group has
magnetized contemporary travelers, the hospitality industry
and lifestyle media alike with its pacesetting destinations
and glamorous surroundings.
“Best new or renovated hotel”
—
Wallpaper Design Awards 2012, Viceroy Anguilla
8
VICEROY ANGUILLA
VICEROY
HOTEL
GROUP
SIGNATURES
INSPIRING DESIGN PRESENCE UNLIKE ANY OTHER
Signature look and feel that is never interchangeable with any other
luxury property
IMPECCABLE, INTUITIVE SERVICE
At the ready before you need it, unintrusive when privacy is at a premium
INVENTIVE FOOD AND BEVERAGE EXPERIENCES
Featuring acclaimed chefs, signature cocktails, top-quality ingredients,
inspiring settings
LUXURIANT PERSONAL NECESSITIES AND INDULGENCES
From high-thread-count bed linens to therapeutic spa treatments to
elite concierges
UP-TO-THE-MOMENT CONVENIENCES
High definition content, seamless internet connectivity and more
technological amenities for the digitally acute
SPECIALLY TAILORED EVENTS
Including custom business conferences and executive summits, social and
press receptions and intimate personal celebrations
YAS VICEROY ABU DHABI
EFFORTLESS OWNERSHIP OF BRANDED REAL ESTATE
Hotel and resort residences where owners can come and go at their leisure
DESTINATION LOCATIONS AND ENVIRONMENTS
In the world’s most beautiful and intriguing places
“Best new sensation”
—
Tatler 2011, Viceroy Anguilla
VICEROY ANGUILLA
10
11
VICEROY
HOTEL
GROUP
PORTFOLIO
16
17
5
11
4
7
9
1
2
13
12
Los Angeles Metropolitan Area
6
14
3
10
15
8
URBAN RETREATS
Los Angeles Headquarters
1
Yas Viceroy Abu Dhabi
8
Viceroy Palm Springs
14 Avalon Beverly Hills
Abu Dhabi Headquarters
2
Viceroy Anguilla
9
Viceroy Riviera Maya
15 Delfina Santa Monica
Dallas/Fort Worth
3
L'Ermitage Beverly Hills
10 Viceroy Santa Monica
16 Cassa New York
Miami
4
Viceroy Bodrum
11 Viceroy Snowmass
17 Zetta San Francisco
New York
5
Viceroy Istanbul
12 Viceroy Sugar Beach, St. Lucia
6
Viceroy Maldives
13 Viceroy Zihuatanejo
7
Viceroy Miami
*Operating, under development or
in planning as of March 2012
MODERN POLISH AND SOPHISTICATION
In skyscraping cities and pacesetting playgrounds, Viceroy
re‑imagines the essence of style and service. Expansive
oceanfront villas, exclusive cosmopolitan suites and conciergeattended resort enclaves: surroundings that inspire
discerning guests and residents to indulge in a life as
singular as it is sumptuous.
VICEROY HOTELS AND RESORTS
PORTFOLIO BY THE NUMBERS
$377.26
Portfolio-wide 2011 average daily rate
110.5%
Portfolio-wide 2011 RevPAR index
Smith Travel Research, Full-year 2011
COMPETITIVE POSITIONING
KEYWORDS
Four Seasons
Hotels & Resorts
Polished
The Ritz-Carlton
Hotel Company
Sophisticated
Mandarin Oriental
Hotel Group
Inspiring
St. Regis Hotels & Resorts
RESORT
URBAN
HOTEL PROGRAM
ROOMS
Striking
Glamorous
Epic
FOOD & BEVERAGE
SPA
MEETING SPACE
RECREATION
• 150 – 400 Keys
• 500 square feet
• 15 – 25% Suites
• Three Meal Specialty
Restaurant
• Scene Bar or Lounge
• Pool Bar
• Gourmet Bistro
• 6 – 8 Treatment Rooms
• Spa Boutique
• Day Spa
• 5,000 – 12,500 sq. ft.
Social Ballroom
• Conference Ballroom
• Meeting Rooms
• Boardrooms
• Business Center
• Swimming Pool
• Fitness Center
• Retail Boutique
• 125 – 275 Keys
• 550 square feet
• 20 – 30% Suites
• Three Meal Specialty
Restaurant
• Scene Bar or Lounge
• Pool Bar
• Gourmet Bistro
• Spa Café
• 8 – 14 Treatment Rooms
• Spa Boutique
• Day Spa
• 2,500 – 5,000 sq. ft.
Social Ballroom
• Meeting Rooms
• Boardrooms
• Business Center
• Family Swimming Pool
• Adult Swimming Pool
• Children’s Center
• Lounge, Fitness Center
• Tennis, Golf
• Water Sports
• Retail Boutique
14
A sophisticated,
international luxury
brand that spans
metropolitan, mountain
and beach destinations
15
URBAN
RETREATS
FROM HIGH-PROFILE TO HIDEAWAY
Every Urban Retreat combines one-of-a-kind details with
welcoming qualities to create a collection of provocative
hotels. The very essence of a boutique hotel, each property
offers pace-setting, custom-designed programs and
amenities, reflects a distinct sense of place, and resonates
with a spirit of genuine hospitality.
URBAN RETREATS PORTFOLIO
BY THE NUMBERS
$190.45
Portfolio-wide 2011 average daily rate
102.4%
COMPETITIVE POSITIONING
KEYWORDS
Aloft
Ahead of the curve
Morgans Hotel Group
Active
The Standard
One-of-a-kind
A boutique brand
ideal for urban
gateway destinations
Thompson Hotels
Portfolio-wide 2011 RevPAR Index
W Hotels
Smith Travel Research, Full-year 2011
“In the stylish, big money world of boutique
hotels, Viceroy Hotel Group is king”
—
Travel Age West
HOTEL PROGRAM
ROOMS
FOOD & BEVERAGE
GYM / SPA
MEETING SPACE
RECREATION
• 75 – 250 Keys
• 350 square feet
• 5 – 10% Suites
• Three Meal Specialty
Restaurant
• Scene Bar or Lounge
• <4 Treatment
Rooms
• <1,000 square feet
• Family Swimming Pool
• Retail Boutique
16
17
Comfortably-modern
style in the heart
of urban destinations
A REFINED, UNIQUE EXPERIENCE
Distinguished by its visually rich design and everyday
conveniences, Avalon attracts sophisticated, youthful travelers
with its functional style and casual comfort. From dramatic
meeting spaces to vibrant accommodations, each guest
experience is individually inspiring.
AVALON HOTEL PORTFOLIO
BY THE NUMBERS
$180–$220
Estimated average daily rate
COMPETITIVE POSITIONING
KEYWORDS
Aloft
Connected
Hotel Indigo
Cutting-edge
Radisson Blu
Distinct
Rotana
The Standard
Thompson Hotels
W Hotels
Inspiring
Social Sensibility
Vibrant
HOTEL PROGRAM
ROOMS
FOOD & BEVERAGE
GYM / SPA
MEETING SPACE
RECREATION
• 75 – 250 Keys
• 350 square feet
• 5 – 10% Suites
• Three Meal Specialty
Restaurant
• Scene Bar or Lounge
• <4 Treatment
Rooms
• <1,000 square feet
• Family Swimming Pool
• Retail Boutique
18
19
GUEST
PROFILE
In the world’s best-known restaurants and bars, tastemaking
shops and galleries, first-class airport lounges and leadingedge businesses, you can spot Viceroy Hotel Group guests at
a glance. They’re the young influencers whose opinions
drive shifts in behavior, from communicating to spending to
exploring the world itself.
BY THE NUMBERS
CHARACTER TRAITS
PROFESSIONS
Viceroy Hotels and Resorts
Geographic Origin of Guests
Sophisticated
Entrepreneurs
53%
47%
High net worth
Fashion
International
Media
Design-conscious
Finance
US Residents
International Residents
Viceroy Hotel Group, 2011
AGE
32%
31%
23%
14%
25 – 34
35 – 44
45 – 54
Other
INCOME
9%
20%
24%
33%
14%
Over $500,000
Health-conscious
$250,000 – $500,000
Culturally aware
$150,000 – $250,000
Uncompromising
$75,000 – $150,000
In the know and ready
to explore
Other
GENDER
47%
53%
Male
Female
Viceroy Hotel Group Guest Survey, 2011
20
21
OPERATIONAL
COMPETENCIES
SERVICE PHILOSOPHY
AND STANDARDS
CUSTOMER SATISFACTION
Market Metrix year to date, March 2012
90%
MISSION STATEMENT
Founded on quality and creativity, we are a team of passionate
individuals committed to redefining the traditional concept of
luxury hospitality through intuitive service, inspiring design,
innovative culinary experiences and holistic wellness programs
that touch the heart and soul of every guest.
89%
88%
88%
87%
86%
85%
84%
“Three cornerstones guide Viceroy Hotel Group’s service philosophy:
Our mission statement, which ensures customer loyalty by creating unique
hotel experiences; our cultural values, which guide behavior towards one
another and our customers; and our luxury operating standards, which
describe the ultimate guest experience and the tactical steps that ensure
reliable and gracious service.”
85%
83%
82%
81%
80%
79%
COMPETITORS
VICEROY HOTEL GROUP
The Competitors figure represents the portfolio-wide composite guest satisfaction
score for Four Seasons Hotels & Resorts, Hyatt, Mandarin Oriental Hotel Group,
The Ritz-Carlton Hotel Company, W Hotels and Westin Hotels & Resorts.
—Bill Walshe, Chief Executive Officer
“We have access to leading-edge technologies that provide up-to-themoment reporting on guest satisfaction and hotel performance.
They give us another advantage in responding to guest needs and
anticipating them before they arise.”
—Kara Altice Montes Clare, Regional Vice President
STRATEGIC PARTNERSHIPS WITH PREMIER HOSPITALITY
RESEARCH AND PERFORMANCE MANAGEMENT FIRMS
Review Metrix
Developed jointly by Market Metrix and Trip Advisor to provide analysis and
comparison of any individual property performance in relation to its competitive set
Coyle Hospitality Group
Performance measurement across an exhaustive set of both industry-standard
and customized indicators that review each destination internally against its own prior
performance, as well as against competitive set
Libra OnDemand and CRM Solutions
Integrated cloud-computing-based customer relationship management products
Oxman Associates International Inc.
Partnership with a global leader in hospitality loss prevention and performance
management consulting to establish and achieve a sustainable, continuously
improving, world-class loss prevention and safety culture
25
COLLEAGUE
RELATIONS
“Since our first search engagements for Viceroy Hotel Group in 2002, their
leadership team has consistently challenged my firm to produce the best
pool of talent for each search conducted on their behalf, a goal they support
by providing clear direction as to position mission and responsibilities,
as well as desirable candidate criteria.”
—Dan Bowman, Bowman & Associates
Specialists in executive search for the hospitality and leisure time industries
Recruitment Philosophy
We strive to recruit talented and motivated individuals with a demonstrated passion for
luxury service. Colleagues are supported through training and development to grow
within our organization. Our goal is to promote and retain these individuals.
To remain a leader in creativity and innovation, we draw on the diverse backgrounds,
personalities and style of our colleagues to ensure a vibrant and unique perspective.
We attract the best candidates throughout our acclaimed portfolio of properties. It is
here that you can maximize your skills and experience as part of a fast-paced,
dynamically expanding hotel organization.
Direct Recruitment from Top Colleges and Universities
• Cornell University School of Hotel Administration
BY THE NUMBERS
100%
Percentage of Viceroy
Hotel Group corporate executives,
general managers and leaders who
participate in the Franklin Covey
Leadership Program, “The 7 Habits of
Highly Effective People”
Viceroy Hotel Group, 2011
• Ecole Hoteliere de Lausanne
• Les Roches International School of Hotel Management
• Johnson & Wales
• The Culinary Institute of America
• Le Cordon Bleu
• Florida International University School of Hospitality and Tourism Management
Our Attitude
We attribute a large measure of Viceroy’s success to our colleague’s drive to make a
difference in the world of service. Viceroy Hotel Group seeks candidates whose
creative thinking, positive attitude and unwavering commitment to excellence enable
them to not only set high standards…but to exceed them.
Retention
We partner with Market Metrix to conduct a Colleague Loyalty Survey twice a year.
The surveys provide insight to our colleagues’ satisfaction and help us identify
potential problems while they are at an early stage. We assess colleague feedback to
help us create detailed action plans, which we believe results in improved colleague
satisfaction and higher retention rates.
26
“Viceroy Hotel Group takes pride in
continuously developing its reputation as a
leading employer in the hospitality sector.
We seek to create an environment that
creates learning opportunities, provides a
dynamic and creative workplace, and rewards
innovation, results and teamwork.”
—Brenda Tscharner, Senior Vice President, Human Resources
DISTRIBUTION
AND SALES SYSTEMS
To successfully service its existing portfolio and support its
international expansion, Viceroy Hotel Group has developed
a global presence of sales offices and agent networks, as
well as a technology base that harnesses the hotel industry’s
most robust systems.
Geographic Presence Global Sales Agent Networks
•Los Angeles Headquarters
•London
• Abu Dhabi
•Dubai
•New York
•Germany
•Miami
•Italy
•Dallas
•Canada
• Latin America
•Russia
•Hong Kong
Key Partnerships
•Virtuoso
•American Express Fine Hotels & Resorts
•Signature
•Ensemble
•Tablet Hotels
Distribution Systems
•Epitome & Opera
•SynXis CRS RedX Central Reservation Systems
•Global Distribution System
(Sabre, Galileo, Worldspan, Pegasus, Amadeus, Travelweb)
•Automatic Call Distribution (ACD)
•IDeaS, Inc.
• Libra OnDemand
• Sales and Catering Solution
28
ATAYEB AT YAS VICEROY ABU DHABI
eCOMMERCE
A strategic imperative for Viceroy Hotel Group, eCommerce
efforts focus heavily on website development, search engine and
email marketing, social media, testing and analytics.
STRATEGY AND BENEFITS
LONG-TERM INVESTMENTS
INTO WEBSITE USABILITY AND
ACCESSIBILITY
BY THE NUMBERS
11%
Annual increase in website
direct bookings
PARTNERSHIPS WITH
Adobe Site Catalyst, 2011 vs. 2010
WORLD-CLASS
31%
DIGITAL VENDORS
Online channel contribution to total
room revenue
SynXis Reservation System, 2011
40%
Increase in online revenues
Adobe Site Catalyst, 2011 vs. 2010
Viceroy Hotel Group was one of
the first hotel companies to deploy
TopGuest, a geolocation social
media tool that rewards loyal guests
for repeat hotel visits.
AGGRESSIVE INVESTMENT
IN ECOMMERCE ANALYTICS
AND TESTING
$10: $1
Return on investment on pay-per-click
advertising with search engines
Viceroy Hotel Group, 2011
$24: $1
Return on investment on email
marketing from Viceroy Hotel Group’s
customer database
30
2011 YE Omniture SiteCatalyst
31
Persistent pulse on how
global customers access and
use our websites. Regular
usability testing and analysis
ensures a proper user
experience whether accessing
via a tablet, smartphone
or laptop.
For online development,
digital marketing, analytics
and social media, to ensure
low corporate overhead costs
while simultaneously enabling
more efficient response
to changing trends and
consumer behavior.
Leverages best-in-class
reporting tools (Adobe Site
Catalyst, DART, etc.) to
track online performance via
real-time metrics and data.
MARKETING AND
PUBLIC RELATIONS
In its strategic marketing and public relations efforts, Viceroy
Hotel Group focuses on bringing its brand identities to life and
raising awareness of its brands and products to generate new
customers, engage existing ones and cement brand loyalty.
At the corporate and property levels, teams work in tandem to
ensure cohesive marketing philosophies and brand identities
while giving each property the flexibility to adapt them to local
needs. The breadth of coverage generated worldwide reflects
the company’s success in these endeavors.
BY THE NUMBERS
$10: $1
Value of print media impressions
compared to public relations
agency retainers
Dynamic Social Media Programs
A nimble player in the social media arena, Viceroy Hotel Group enjoys first-adopter
status with such cutting-edge initiatives as geolocation-based recognition and
rewards programs. And our use of social media goes beyond creating awareness.
With such engaging activities as Facebook and Twitter promotions and reservations,
and micro-targeted direct advertising—it’s a crucial tool for meeting sales and
marketing objectives.
Viceroy Hotel Group, 2011
CONSISTENT ACCLAIM
Yas Viceroy
Travel+Leisure
Best Hotel Design Award 2011
Viceroy Anguilla
Tatler Best New Sensation December 2011
Condé Nast Traveler
Hot List Spa 2011
Trip Advisor Certificate of Excellence 2011
Viceroy Miami
Trip Advisor
Top Ten Spa Hotels
Worth
Top Ten Hotel Gyms
Viceroy Riviera Maya Condé Nast Traveler
Readers Choice Awards 2011
Condé Nast Traveler
Gold List 2012
$14: $1
Revenue generated through Facebook
vs. social media monthly retainer
Viceroy Zihuatanejo
Travel+Leisure
Top 20 Hotel Spas 2011
Condé Nast Traveler
Readers Choice Awards 2011
Viceroy Hotel Group, 2011
Viceroy Sugar Beach
Condé Nast Traveler
Gold List 2012
Top Ten Caribbean Resort 2011
Travel+Leisure
World’s Best Awards 2011
Parenthood,
The Real Housewives
of Beverly Hills,
The Sopranos,
Entourage and
CSI: Miami are among
Viceroy Snowmass
Condé Nast Traveler
Gold List 2012
Spa Finder
Spa Best for Winter Sports,
Readers Choice 2012
the popular television series that
have filmed at Viceroy Hotel Group
properties.
L’Ermitage Beverly HillsForbes Five Star 2011
AAA Five Diamond 2011
Travel+Leisure
500 Best in the World 2011
32
FOOD &
BEVERAGE
In its restaurant and bar operations, Viceroy Hotel Group
synthesizes ambience, cuisine and service to satisfy the
appetites of guests and locals, bolster brand and property
presence, and achieve cost efficiencies.
Food & Beverage Concept and Goals
•Innovative design that maximizes use of outdoor public areas and
potentially accommodates multiple outlets within a single space
•High-energy dining and drinking venues that support the hotel’s reputation
•Venues as social centers of choice for catered events
BY THE NUMBERS
19%
Company-wide beverage
program product-to-revenue cost,
compared to 21 – 22% industry average
•Focus on the recruitment of star-in-the-making culinary talent
•Generation of business volume via creative promotional execution and
appropriate utilization of technology
Viceroy Hotel Group, 2011
Viceroy Hotel Group properties
offer creative signature programming—
such as partnerships with Barry’s
Bootcamp, Toms Style Your Sole
events and Savor Sundays.
EOS AT VICEROY MIAMI
OLIVERIO AT AVALON HOTEL
LA MAREA AT VICEROY RIVIERA MAYA
34
SPA & WELLNESS
Viceroy Hotel Group creates spa experiences that are both
locally relevant and internationally resonant for guests.
“Founded on the three pillars of Balance, Breath and Beauty, Viceroy Hotel
Group spas support the healthful change in our guests through
introspection, self-awareness, time and breath.”
—Patrick Huey, Corporate Director of Spa Operations
Concept and Operating Standards
•Shared elements among signature treatments and services from property to
property create a through-line for the guest experience globally
•Spa facilities and treatments that express the textures, colors and customs
of their geographic environments immerse guests in area experience and create
affinity among local visitors
BY THE NUMBERS
•Attention to detail and intuitive service
8%
•Transformative physical and emotional experiences
Viceroy Hotel Group, 2011
Partner Brands
Cost of goods, vs. industry
standard of 10 – 15%
32%
Revenue growth in 2011,
vs. industry standard of 14%
Viceroy Hotel Group, 2011
•Intimate yet respectful of guest boundaries
•Valmont
•Decléor Paris
•Ila
• Natura Bissé
Select providers and products that combine a traditional emphasis on
well-being with medical expertise and unique ingredients and applications
Viceroy Anguilla
Condé Nast Traveler Hot Spas 2011
Viceroy Miami
Condé Nast Traveler Hot Spas 2009
Viceroy Snowmass
Condé Nast Traveler Hot Spas 2010
Signature Treatments
One-of-a-kind rituals created by Valmont exclusively for Viceroy Hotel Group Spas
including Iconic (an anti-aging facial utilizing pure medical grade collagen, glacial
spring water and a full strand of DNA), Earth and Air (a sacred stone ritual using
incense and sage to cleanse the chakras and heal the soul), Black Lava (a nutrient
rich body exfoliation and cocooning wrap) and Viceroy Trilogy Massage (a signature
massage using the power of color, essential oils and veils to release stress and
welcome balance, breath and beauty into your life)
Viceroy Sugar Beach,
St. Lucia
Frommer’s Top Spa in the Caribbean
THE SPA AT VICEROY ANGUILLA
37
TECHNICAL
SERVICES
Viceroy Hotel Group’s corporate technical services team is
actively engaged in hotel design and development to
ensure that brand guidelines are met, and that the physical
product of each ensures optimal guest experiences.
“How do Viceroy Hotel Group projects provide superior guest experiences?
Timeless, fresh and eclectic design that subtly conveys historical and
cultural authenticity... residential-quality environments that offer an intuitive
connection with the comfort and security of home… and of course,
a physical product at each property that ensures the success of the hotel
operations team and its service delivery.”
BATHROOM 5
ENTRY
BEDROOM 5
—Michael Paneri, Senior Vice President, Hotel Development
Pre-Design Services
BATHROOM 4
OUTDOOR
SHOWER
•Viceroy Hotel Group
design and brand
OUTDOOR
standard specification
SHOWER
LAUNDRY
MASTER
CLOSET
•Architecture
•Interiors
•Property assessment
•Landscape, hardscape
and water features
•Design review
•FF&E and OS&E
•Design program
•Food service and laundry
•Design brief
•Technology and
entertainment
BEDROOM 4
MASTER
BATHROOM
Design Management
JR. MASTER
BATHROOM
POWDER ROOM
FOYER
GOURMET
KITCHEN
WALK-IN CLOSET
MASTER
BEDROOM
BATHROOM 3
LIVING
ROOM
Viceroy Hotel Group has partnered
with such world-class architects
and designers as Kelly Wearstler,
Yabu Pushelberg, Arquitectonica,
Denniston International, Rockwell
Studio and WATG.
DINING
AREA
BEDROOM 3
TERRACE
TERRACE
SPA
INFINITY
EDGE POOL
38
•Consultant
recommendation
JR. MASTER
BEDROOM
•Graphics and signage
Construction Services
•Site visits during critical construction stages and pre-opening
TERRACE
•Formal
site visit reports on progress, variances
Second Floor
Floor
Second
•Review of handover schedules with owner, operator, contractor
and operations team
COVERED
TERRACE
First Floor
•Building systems and
equipment
39
INFORMATION
TECHNOLOGY
A typical standard Viceroy Hotel
Group guestroom offers a variety of
technology amenities including:
• Wired and wireless internet access
Viceroy Hotel Group leverages cost-effective and reliable, cloudbased IT solutions that optimize productivity for the organization
and create a unique guest experience. Premium in-room
technologies allow the guest to enrich their experience through
interactive internet, entertainment, multi-functional device and
communication solutions.
SELECT OPERATIONAL PROPERTY-WIDE SYSTEMS
• 42" or larger flat-screen televisions
• In-room entertainment including
free-to-guest channel selection
with a wide variety of high definition
programming
• Video-on-demand/pay-per-view
movie selections with parental
controls
• Blu-ray DVD players and available
DVD library
• High-fidelity audio solutions
• iPod/iPad/MP3 docking capabilities
• Guest device connectivity panels
for computers, cameras, etc.
Property Management
Micros Opera
Point of Sale and Retail
Micros Simphony
FinancialSageMAS200, Sun Systems
CRM and AnalyticsLibra OnDemand
CRS and GDISynXis, Sabre
Human Resources and ADP Payforce, ADP Human
Labor ManagementResource Information
Systems, TimeSaver, OnTrack,
Data Plus
Avero Slingshot, Adaco and Optimum
• Cordless VoIP telephones
Purchasing and Inventory
• iPod/iPhone/MP3 docking/charging
clock radios
TelecommunicationsMitel United
Communications, Paetec
• Multiple guest device
charging points
• In-room security safe to
accommodate laptop computer
• In-room guest comfort and energy
management controls
Preventive Maintenance and Guest Response
HotSOS
Locking Systems and Access Control
Salto Systems
Sales and CateringLibra OnDemand
ConciergeGoConcierge
Spa Book4Spa, SpaConnect
Collaboration and MessagingMicrosoft Office 365
40
VICEROY MIAMI
FINANCE AND
ACCOUNTING
“Our overall mission is to provide continuous improvement in our core
competencies—depth of accounting and finance knowledge, accuracy
in budgeting and forecasting, consistency and timeliness in reporting,
ongoing risk assessment and strategic thinking. As the world economy
recovers from global recession and sovereign debt crises, our finance team
is committed to maintaining property-level expense control, productivity
and cash flow. With many of our properties owned by institutional investors
and publicly-traded real estate trusts, Viceroy’s standards for internal
controls, financial reporting and analysis, the annual budget process and
long-term business planning are being recognized as world class. Since its
inception, Viceroy has issued financial statements audited by one of the
top four international public accounting firms.”
FINANCIAL REPORTING
•GAAP/IFRS/UALI compliant Day 10
complete financial reporting package
including comparative P & I,
balance sheet and reconciling
schedules, cash flow analysis, capital
expenditure analysis
•SOX Disclosure Controls and
Procedures Certification
BUDGETING
•Annual operating budget and
business plan
•Annual capital plan
•Weekly two month forecast update
and five month pace
—Mary C. Pierson, Chief Financial Officer
PERFORMANCE
MEASUREMENT
RISK MITIGATION AND
INTERNAL AUDIT
REPORTING TOOLS
Weekly
•Risk assessment
•Sage MAS 200
•Five month rooms revenue pace vs
budget and prior year
•Internal controls
•Sun Systems
•Financial controls
•Two month P & L forecast vs budget
and prior year
• Data Plus
•Payment Card Industry
compliance
•ADP Timesaver
•Thirteen week daily cash flow
projection
•Documented standard
operating procedures
•OnTrack
•OT and labor productivity vs
prior scheduled
•Statement on Auditing
Standards No. 70
certification vendor
Monthly
requirement
•P & L forecast accuracy
(actual achieved vs forecast)
•Fidelio Opera/Micros
•Payforce
•Avero
•Adaco
•Optimum
PARTNERSHIPS
•Avendra
•Wage and hour compliance
•Southern Wine and Spirits
•Actual operating KPI’s vs forecast,
budget and prior
•Willis
Since its inception, Viceroy Hotel
Group has issued financial
statements audited by KPMG and
RSM/McGladrey.
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BRANDED REAL ESTATE
MANAGEMENT
Viceroy Hotel Group possesses integrated property
management, rental management and marketing capabilities
for full-service resort and hotel units, under the Viceroy
Hotel Group brand, that are privately owned and used as
secondary residences.
“The principle of ‘effortless ownership’ underpins the range of services and
amenities provided to owners of Viceroy and The Tides-branded villas
and condominiums. Whether owners seek basic property maintenance
services—such as 24-hour security, housekeeping and landscape
maintenance—or our robust sales, marketing and reservations capacities
to rent their homes when they are not in residence, we provide peace
of mind, convenience and comfort; safeguard their investment; and in turn,
create real value.”
—Anton Bawab, Regional President
Viceroy Hotel Group Properties with Branded Residences
•Viceroy Anguilla
•Viceroy Miami
•Viceroy Bodrum
•Viceroy Snowmass
•Viceroy Istanbul
•Viceroy Sugar Beach, St. Lucia
•Viceroy Maldives
Property Management Services
•Pre-arrival concierge service
•Event ticket procurement and delivery
•24-hour staffing, including bellman/
porter service, concierge, doormen,
security and telephone switchboard
•Personal chef services and in-unit
catering available through
Viceroy signature restaurant
•24-hour room service, housekeeping
and maintenance
•Personal shopping professionals
•Grocery shopping and
in-room stocking
•Packing and unpacking service
•Childproofing amenities and
childcare service
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•Technology support and rentals,
including wireless laptops
and MP3 players
•Signing privileges and direct billing
for all hotel services
•Owner events
VICEROY ANGUILLA
ENVIRONMENTALLY
CONSCIOUS PRACTICES
Viceroy Hotel Group strives to incorporate environmentally
responsible and sustainable practices in all hotel and resort
development and operations with its Second Nature initiative.
“We’re always seeking new and innovative ways to expand our sustainability
efforts, including colleague brainstorms and guest feedback. In 2011, we
began instituting full waste audits to quantify our efforts to divert waste from
landfills, and we’re rolling out a composting program that will further
reduce our waste and benefit local farming communities.”
—Nicholas Clayton, Chief Executive Officer
Staged Approach
BY THE NUMBERS
90%
Participation of Viceroy
Hotel Group guests in the properties’
linen and towel reuse program
Viceroy Hotel Group, 2011
•An ongoing process of implementing environmental hotel and
sustainability initiatives across the portfolio, starting with a written
environmental/sustainability policy
•Water and energy savings plan enactment
•Comprehensive recycling programs for paper, glass, plastic and
cardboard, toner cartridges, fluorescent bulbs and electronics
•Biodegradable cleaning products
•Incentive plans for colleague use of carpools and/or mass transit
•Installation of energy-efficient lighting and occupancy sensors
at each property
Among the first Green Business
Certified hotels in the pioneering city
of Santa Monica, Viceroy Hotel
Group’s Delfina is also one of the first
hotels on the U.S. west coast to
introduce and test a non-toxic cleaning
system that electrolyzes tap water
and salt to create a cleaning agent that
both cleans and sanitizes.
Viceroy Snowmass has been awarded
LEED® Gold Certification.
VICEROY SNOWMASS
Social Responsibility
• Viceroy Riviera Maya participates in the annual Turtle Release program
• Viceroy Anguilla heads the Clean Up Anguilla campaign
• Viceroy Santa Monica supports the West Side Shelter and Hunger Coalition
• Viceroy Miami has an annual Toy Drive for the local community
•Viceroy Palm Springs supports World Food Bank
• Viceroy Sugar Beach is implementing a Hotel Farm project
•Delfina supports the Santa Monica High School and Collage internship programs
as well as the Santa Monica / Malibu Educational Foundation
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VICEROY HOTEL GROUP
1212 South Flower Street
Los Angeles, California USA
T +1 323 930 3700
F +1 323 930 3701
Post Office Box 129159
Abu Dhabi UAE
T +971 2 656 0880
viceroyhotelgroup.com
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100412
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