Western Philippines University

A Strong Partner for Sustainable Development

Western Philippines University

A Strong Partner for Sustainable Development

SOLAIRE MANILA in the New Normal

In Partial Fulfillment
Of the Requirements for the Course

THC103 Quality Service Management in Tourism and Hospitality

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 Submitted By:
MS. Christine Anne Rachelle C. Cecilio
Ms. Princess Mae T. Badilla
Mr. Christopher A. Bacomo
Mr. Edmond E. Dumaliw

Submitted To:
Mr. Roy B. Cabarles
Instructor I

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Table of Contents Page Page

I. Introduction 5

II. Quality Management Practices 7

III. Challenges in the New Normal 15

IV. Recommended Strategies to WOW 16

V. Conclusion or Implication 17

VI. DOCUMENTATION 18

VII. REFERENCE 28

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 INTRODUCTION

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 Solaire Resort and is formerly known as Solaire Manila. It is a resort and
casino in entertainment city, a massive complex built along the bay area city of
Paranaque, in metro manila, Philippines. After Resorts World Manila was built in
august 2009, the state run Philippine Amusement and Gaming Corporation
(PAGCOR) issued a provisional license to Bloomberry Resort and Hotels
Incorporated; the facility was launched as “Solaire Manila”, and broke ground in July
2010. The hotel tower was topped out in June 2012 alongside a parking garage.
In October 2012, Solaire Manila was renamed “Solaire Resort & Casino” and
phase 1 was completed in the first quarter of 2013. Leading the official opening of
Solaire Resort & Casino were President Benigno Aquino III, Bloomberry Resort
Corporation Chairman and CEO Enrique K. Razon Jr. and PAGCOR Cristino Naguiat
Jr. and other guest, inaugurating the casino resort at 15;00 PST on March 16, 2013 –
exactly 492 years after Ferdinand Magellan had arrived in the Philippines.
Solaire Resort & Casino was the first development to break ground in PAGCOR’s
Entertainment City. A massive integrated resort envisioned by former PAGCOR
chairman Ephraim Genuino for Manila Bay area. The 120-hectares reclaimed area
was designated as a special economic zone by the Philippine Economic zone
Authority.
The resort is run by Bloomberry Resorts Corporation, headed by Enrique K.
Razon Jr. chairman of the manila – based company, International Container
Terminal Services Incorporated. The project required an investment commitment of
$1.2 Billion pursuant to a casino license from PAGCOR.
The complex, covering a total of 8.3 hectares, houses two 17-storey five star
hotel. The bay and sky Tower features a total of 800 rooms, suites and villas. Solaire
features a column-free grand ballroom which can accommodate a maximum or 1,300
guests. The forum features 8 function rooms and 2 bedrooms with audiovisual
equipment. The complex includes 18m500 square meters gaming area containing
1,620 slot machines and 360 gaming tables. The complex features convention
facilities as leisure, live entertainment, dining and retail hubs. The project includes a
second parking building and “The Theatre at Solaire”, with 1,740 seats and retail
space of 60,000 square meters.
Solaire Resort & Casino was managed under a five year contract by American
firm Global gaming Asset Management, (which owned a 9 percent stake in the
project) until September 2013. Solaire’s COO Michael French was replaced by former
Marina Bay Sands CEO Thomas Arasi.
An arena which is to be part of the casino complex, was planned to be among
the proposed venues for the Philippine hosting BID for the 2019 FIBA World Cup.
Solaire Resort & Casino was designed by architect and designer Paul Steelman
of Las Vegas-based, Steelman partners with interior design provided by Steelman
Partners affiliate company DSAA (Dalton, Steelman, Arias & Associates) and the
interior lighting designed by affiliate shop 12.

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 Solaire Resort & Casino’s Sky Tower receives another Forbes Travel Guide
distinction and is named as one of its 58 most Luxurious Hotels in the World.
Solaire Resort & Casino is an iconic structures known for its discreet luxury, and
undeniable class and sophistication. Its modern design and silhouette brings
together Manila’s rich heritage and contemporary architecture that create the perfect
canvas for the famous Manila Bay sunset to be put on display.

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 QUALITY
MANAGEMENT

All the changes brought by the pandemic have made many of us miss the joy of
rewarding ourselves with well-deserved pampering and relaxation-be it through
traveling overseas, splurging on sumptuous meals or even simply staying for night or
two at hotels.
As vaccination efforts ramp up and as quarantine restrictions continue to ease,
well-loved resorts casinos like Solaire have already reopened to safely satisfy our
longing for leisure and entertainment.
When everything was temporarily closed down, Solaire took all the time it
needed to prove by giving almost everything an upgrade from new world-class safety
practices to state-of-the-art technologies-to ensure that it provides the best
experience they are known for when you come back.

Today’s safety remains to be a top priority at Solaire, here are five ways that
guarantee it’s safe for you at Solaire:

1. UVC technology everywhere.

Solaire utilizes UVC in its air conditioning filtration system to ensure that the air is as
clean as a world-class medical facility.
The luxury integrated resort underwent extensive preparation as early as July of
2020 for its reopening, and in October unveiled its most impressive upgrade to note.
Knowing our concerns when it comes to air quality, Solaire enhanced its air-
conditioning filtration system with high-performing UVC technology considered to
be the benchmark in sterilization.
We can breathe easily by taking the extra steps of installing UVC technology in it’s
air-condition filtration system which eliminates bacteria and viruses. This well-

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sought technology ensure that 100% of the property’s indoor air-from the team
member offices, as well as the entirety of the casino, boutiques, restaurant, bars and
guest areas- is kept at the highest level of cleanliness, giving you the peace of mind
that you can safely and comfortably relax at their doors.

2. TASKI at your service

TASKI, a fully automated intelligent robotic scrubber and drier. To make sure that
they got all areas covered needed to truly provide you with a worry-free stay, Solaire
seeks the help of its robot assistant TASKI.
TASKI SWINGOBOT 2000 is a fully automated cleaning robot that goes beyond
industry standards by roaming around the property to make it doubly safe and clean!
By keeping the environment spotless and safe, TASKI a world-class robotic floor care
machine, ensure that your experience at Solaire is nothing short of being world-class
too.

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 3. Delightful dining in total comfort.

From fresh international buffet to finestra Italian steak house and all of the hotel’s
other dining outlets, Solaire has thoughtfully made adjustments in the way people
dine without compromising their experience.
Since before, Solaire has been knowing for letting its guests indulge in the world‘s
finest cuisines and experience the epitome of authentic fine dining in the Philippines.
Solaire puts in place stringent health and sanitation protocols in its kitchens and
restaurants, such as regular deep cleaning of table and chairs with electrostatic
sprayer, to make sure that everything is as hygienic as possible.

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4. Game on, Germs off.

From using antimicrobial Nano coating to using UVC technology, Solaire’s safety
measures are notch. Never has been gaming as safe and clean as Solaire does it
now.
Apart from reconfiguring open table and slot machines to allow social distancing,
Solaire observes top-notch sanitation in its casino area by doing round – the – clock
detailed cleaning and disinfection.
Bills, card and chips are also sanitized thoroughly using handheld UVC light
scanners, making your gaming experience as safe, thrilling yet risk-free as it can be.

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5. World-class safety, world-class approval

With more stringent and safety measure in place, Solaire joins the world’s safest
luxury hotels after receiving various world – class approvals.
Believing that five star experiences come with safety seals approval, Solaire got all
the approvals they need to give you assurance of unparalleled luxury, hospitality
and comfort.
With all its new technologies and cleaning practices, Solaire adheres to globally
standardized health and hygiene protocols, making your resort destination your
safety yet.
Backed with the coveted world travel and tourism council safe travel travels stamp
and the share care health security verified with Forbes travel guide badge, Solaire is
definitely more than ready to open its doors for you and give you all the exceptional
experiences you deserve to enjoy with confidence and peace of mind.

Solaire, even pre pandemic, sets the bar high when it comes to providing a 5-
star experience to Filipinos.
As a response to the global health crisis, Solaire has gone above and beyond in
improving its facilities, technologies and practices to completely redefine the world
class Filipino hospitality they are known for.
Solaire and its hardworking team members got all areas covered and received
international recognitions and approvals to give you the peace of mind and worry –
free relaxation you deserve.
When you come back at Solaire, back in comfort, thrill and luxury, and
experience the new kind of Filipino hospitality as you rest easy knowing that Solaire
Is safe for you and your loved ones.

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 International container terminal services, Inc., (ICTSI) and Bloomberry
resorts corporation’s (BRC) Solaire resort & casino recently started rapid antibody
testing of its employees primarily for their protection and in preparation for their
eventual re-entry into the work place.
Complementing the Philippine government’s thrust to help curb the spread of
the coronavirus disease, ICTSI and Solaire partnered with the tropical disease
foundation (TDF) and Ayala Healthcare Holdings, Inc. (AC Health) to screen
employees for the COVID – 19 virus, both for those who have been working at the
very front lines to help keep the economy moving.
Using a two-pronged strategy proposed by health experts – first, rapid testing
will be done through point – of – care test kits, a diagnostics tool that measures
antibodies from a blood sample in 10-15 minutes. While an emerging science,
science, rapid testing works on the premise that antibodies can potentially be
markers of past and active infections.
Also in conjunction with required confirmation testing, a second test using
traditional kits, processed through a real – time polymerase chain reaction or RT-
PCR machine, can detect the presence of the actual coronavirus within days accurate.
To ensure that the samples are processed properly and the results are
interpreted correctly, trained health professionals from the TDF and AC Health are
supervising the entire testing process.
Also as part of effort to ramp up local testing capability, the TDF is working
with the department of health (DOH) and research institute for tropical medicine
(RITM) fast-track the validation and approval of its required laboratory certification
to do coronavirus test.
As soon as it receives the required accreditation, a memorandum of agreement
will be signed between TDF, AC Health, and Bloomberry Cultural Foundation, Inc.
(BCFI), BRC’s social responsibility arm to process confirmatory test at TDF’s facility.

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 Enrique K. Razon Jr., chairman of ICTSI and BRC, stressed: “our
employees are our number one asset. As we try to overcome this most
difficult phase and into the new normal. We do so without letting our
guard down. Consistent with our aim of helping the country’s health
infrastructure in tackling the extent of the pandemic, our decision to
invest in mass testing will give us our employees, and their love ones thye
reassurance that they will have a safe working environment, which ICTSI
and Solaire are well known for.”
To augment the much needed supply of the government for testing the
COVID- 19, BCFI recently procured 100,000 test kits from China and South Korea
approved by the food and drug administration (FDA). The foundation likewise
donated PHP 60 Million worth of PPEs and N95 mask to the health department,
which were then distributed to hospitals and medical front liners across the country.
As a priority, ICTSI, Solaire Resort & Casino, and other subsidiaries within the
Razon Group continue to take care of and extend support to its employees –
complying with stringent safety and precautionary protocols to protect them and
their loved ones against the pandemic. The group likewise continues to provide
salaries and benefits for employees who are reporting onsite, and those who work
from home.

Measures and guidelines that Solaire is implementing for guest:

Guests are required to wear face mask inside the property. Contactless Paymet
options for transaction are highly encouraged. Items used in common areas such as
pens and buzzers must be placed in in designated return containers for proper
sanitation prior re-use. Hand sanitizer dispensers can be found in various locations
in all public areas. Solaire’s advance on premises Medical Clinic has been augmented
with additional medical personnel solely for the task of addressing the COVID – 19
virus situation. Solaire has ramped up the sanitizing and cleaning of guest rooms and
all public areas. Social distance markers are placed on queue areas such as powder
rooms, ATMs, cashiers, and counters. Plexiglass sneeze guard have been installed at
all at all guest check-in, registration and transaction counters as an additional safety
measures. Limit on elevator passengers. UVC light disinfection technology has been
widely adopted in the sanitation procedures including air-conditioning systems,
rooms, escalators, and gaming chips. Use of electrostatic sprayers in the cleaning
protocols has been added. Swabbing of sanitized areas using illuminometers is also
in place.
Solaire, the leading integrated resort in manila, is included in the global listing
of luxury hotels that have become Share Care Health Security Verified with Forbes
Travel Guide.
The Global authority on luxury travel, Forbes Travel Guide further elevates
their standards to emphasize health and safety by partnering with a leading company
in the health sector, Share Care. Together, they have developed an extensive
verification consists of a comprehensive list of 360 standards that cover protocols

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and procedures across 5 sections: health and hygiene; physical distancing;
equipment and facilities; communication – internal and external – and
administration and monitoring. It is also required that properties undergo
continuous verification to make sure that protocols consistently adhere to worldwide
health and safety standards.
“Receiving share care health security verified with Forbes travel Guide seal of
approval is an affirmation to the perseverance and hard work of our teams, and the
leadership of our chairman and founder, Mr. Enrique K. Razon., Jr., who have
worked continuously throughout many challenges in order to ensure that our guests
return to Solaire with confidence and ease. With health and bell—being at the
forefront of the new way of travel and leisure, we continue to strive to go above and
beyond the norm to provide the excellence, quality and genuine service that Solaire is
known for”, says Thomas Arasi, president and chief operating officer of Bloomberry
resorts corporation and Solaire Resort & Casino.
Forbes Travel Guide is the only independent, global rating system for luxury
hotels, restaurant and spas that evaluates properties based on up to 900 rigorous,
objective standards. Solaire has been awarded its prestigious Forbes Travel Guide
Five-star Award for four consecutive years and was part of its inaugural list of list of
58 most luxurious hotels in the world for its exemplary offers and facilities, and
world – class brand of service. Sanitation of all High-Traffic Areas and High-Touch
items.

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 CHALLENGES IN
THE NEW NORMAL

This pandemic has presented us with new challenges that we must take head-on
with all the courage and determination we can muster. At Bloomberry, we believe
that challenges are opportunities to improve ourselves—and therefore, we have taken
on and powered through many other trials in the past.
Our team members, the driving force behind our success so far —heroes in their
own ways— continue to work tirelessly, whether on property or from their homes, to
make sure that the company’s limited operations run smoothly. Despite the current
situation, we are making sure that the over 100 long-stay guests at Solaire receive
services that are on par with our five-star reputation.
At this time, the health and safety of our team members and guests are our top
priority. We continue to enforce strict social distancing rules for both team members
and guests on property while providing proper hygiene paraphernalia and enhanced
cleaning protocols. Back of house employees are also encouraged to work from home.
I thank our team members for their resiliency and bravery— with your efforts,
our company will be able to admirably overcome this pandemic.

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 RECOMMENDED
STRATEGIES TO
WOW
"HIGHLIGHT SAFETY IN HOTEL MARKETING & GUEST COMMUNICATION"
In terms of responding to the threat of coronavirus and the changes in behavior from
customers, arguably the single biggest marketing message that hotels need to get
across is that safety and hygiene measures are in place. After all, for guests to stay
with you and enjoy their visit, they need to feel that their risk is as low as possible.
Communicate the hygiene and safety measures you are taking on your website
homepage, on social media, during the booking process and in your pre-stay
communication. Make sure you update descriptions on third-party platforms and
look into ways you can go above and beyond, such as using contactless check-ins and
payments.
"INCREASE THE EMPHASIS ON LEISURE"
Those in the hotel industry need to contend with the impact COVID has had on
business customers. With more people working from home, the widespread
cancellation of business events and restrictions on mass gatherings, business travel
has been hit especially hard. If this is a key focus for your hotel, you may need to shift
focus. Although leisure travel has been impacted too, it has not been hit to the same
level and there are still ways to appeal to leisure travelers, especially if you focus your
hotel marketing strategies on families, couples and groups of friends. You will also
need to make sure you use distribution and communication channels that allow you
to reach these guests. Highlight activities like tours and visits to local landmarks, and
promote facilities that will appeal to leisure guests. Take a look at how rival hotels
that specialize in leisure travel are marketing their properties too.
"KEEP AN EYE ON REVIEWS AND RECOMMENDATIONS"
A great review can earn you a new customer. A poor review can cost you hundreds.
Try to encourage better reviews and recommendations from previous guests by
engaging them after checking out. Your hotel could feature dozens, if not hundreds of
times on review websites, so you need to ensure that each page is loaded with
positive reviews and complimentary content. Monitor reviews on the most popular
sites, taking note of any bad reviews and engaging dissatisfied guests with helpful
and constructive feedback. Neutralize negative feedback wherever you can.

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 CONCLUTION

In conclusion, the tourism and hospitality industry is one of the industries that
continuously had to deal with uncertainties in the past months due to the pandemic.
Quarantine restriction have been on and off and from time to time, new measures are
being implemented because of the new strains that are emerging. Fortunately,
hoteliers and operators have been very flexible when it comes to taking action and
adapting to whatever the pandemic brings.
Solaire has the highest standards and precautions on hygiene and social distancing,
which allows us to operate in a limited capacity.
as a continued health and safety measure, adults aged 18 and above must be fully
vaccinated, and minors aged 12 to 17 years old must have at least 1 dose of vaccine
and are required to present a negative RT-PCR test result taken within 14 days.

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DOCUMENTATION

SOLAIRE RESORT & CASINO MANILA

“RESORT FACILITY”

FRONT DESK

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BUFFET AREA

RESTAURANT

POOL AREA

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 KINDS OF ROOMS
Deluxe Room

Sky Tower

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Presidential Suit

Prestige Bay Suit

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LOBBY

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THEATRE

CASINO

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VIP AREA

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SOPPING AREA

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SOLAIRE CLUB AREA

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NIGHT CLUB

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 REFERENCE

INTRODUCTION
https://www.solaireresort.com>article World Class Luxury – Solaire Resort &
Casino

QUALITY MANAGEMENT PRACTICES

https://www.solaireresort.com

CHALLENGES IN THE NEW NORMAL

http://www.solaireresort.com/article/chairmans-message-covid-19-response

RECOMMENDED STRATEGIES TO WOW

https://www.revfine.com/hotel-marketing-strategies

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