MontrealStays.com' successful foray into new markets has been spurred by
foresight, courage and sheer determination. Thanks to all our customers, it
is not surprising that our brand and its association with excellent personal
service have spread far and wide in the region â€“ now, we have presence in
many cities such as Montreal, Toronto, Ottawa, QuÃ©bec, Paris and Panama. New
properties due to open include Queretaro, Bogota and Medellin.
MontrealStays.com Hospitality will continue to actively explore new markets,
properties and partners in our ambitious plan to bring our innovative
strategy to Latin America. Our aggressive expansion strategy will also help
raise the profile of our wide network of apartments to position us as a
quality provider of hospitality services.
MontrealStays.com' outstanding properties benefit from their prime locations
in key cities, which have provided us with significant competitive advantage
in the local and global marketplace.
The brand-customer philosophy provides the foundation of our management
excellence for our colleagues, our customers and our business partners - an
all-encompassing relationship marketing focus on being continuously
innovative to meet unique needs locally and globally. Our deep commitment to
service excellence has resulted in customer satisfaction and has earned
MontrealStays accolades and awards.
Our obsession for excellence has resulted in outstanding customer
satisfaction, innovative lifestyle offerings and increased customer
preference through a customer-oriented culture with a combination of
co-operation, communication and commitment.
Recognising that our people are our most precious resource, we internalise
the brand philosophy by encouraging our employees to embrace MontrealStays'
core values, which focus on responsiveness to clients' demands, sense of
ownership, commitment, innovativeness as well as teamwork.
Our people are responsive to the needs of our guests and will respond
promptly to their requests. There is also a deep sense of ownership and
commitment, both displayed by the individual staff to the entire team at
MontrealStays, in order to ensure that our guests enjoy their stay with us.
Furthermore, proactive actions are taken to ensure that we excel in our
delivery of quality, innovative solutions to the business travellers.
Moreover, our people have the benefit of world-class human resource programs
and systems are designed to attract, retain and develop the most qualified
individuals. Our training programmes encompass the development of both the
soft and hard skills backed by positive and constructive individual
coaching, and feedback with comprehensive policies and procedures to
encourage a learning environment.
MontrealStays.com has implemented the Balanced Scorecard throughout the
enterprise because that framework helps foster alignment between our vision
and our business. At MontrealStays, we have strategically and tactically
employed the Balanced Scorecard to gear our strategy framework around
financial performances, customer service, efficient business processes and
innovative solutions. Clear action plans are painstakingly formulated by the
various functional units and then implemented with the ultimate organization
goals in perspective.
MontrealStays understands what the informed traveller values. Hence, in
designing our Balanced Scorecard, we carefully select measures such as brand
equity and key strategic performance measurements including financial
results, guests' satisfaction and performance standards necessary for
achieving long-term sustainable growth in all our properties.
The Balanced Scorecard is nothing new but at MontrealStays, we have put in
effort to formulate the various action plans that distinguish us from our
Sales and Reservations Network
MontrealStays leverages on an integrated global sales and reservations'
network linking both the source and destination markets. Our integrated
system provides our people with the opportunity to cross-sell, initiate new
promotions as well as create referral opportunities.
We have hassle-free and one-stop reservation services. Our central database
and sales management system boast of an impressive customer base which
includes international corporations and Fortune and Forbes list of
At MontrealStays, we recognise the importance of managing our corporate
brand and identity. As a key component within our corporate strategy, the
MontrealStays Brand has become the central organising principle within our
organisation, guiding every decision and action.
We have employed the MontrealStays Brand through consistent messages and
communication in our advertisements, promotions, direct mails, press/public
relations, sponsorship programmes, strategic alliances and the website. In
the process, we have balanced all of our stakeholders' interest to establish
optimum brand strategies by developing strategic and tactical initiatives to
increase brand equity.
Customer Relationship Initiatives
MontrealStays is proactive in identifying and understanding the changing
needs of our informed traveler by keeping abreast of social trends, emerging
attitudes and needs. At MontrealStays, we look beyond the current and
provide innovative solutions that often surpass our guests' expectations.
Our range of innovative offerings and enhancements for residents and
corporate customers include: Luxury car rentals, concierge, boutique,
relocation services and soon...a Spa! In providing these offerings, we have
moved the serviced apartment industry a new milestone ahead.
As part of MontrealStays' continuous relationship marketing program, we have
cultivated a network of support in the key areas of management, technical,
pre-opening, finance, operations and marketing services. A qualified team of
interior designers and other service consultants are carefully selected and
recommended to meet international quality standards.
They will also review and oversee the conceptual design, area allocations,
apartment configurations, M&E specifications and layouts, fire and life
safety standards, operational logistics, room, mock-up room fit-out, FF&E
requirements, pre-opening critical paths and site progress. In addition, the
Technical Services Team will assist owners in Design Innovation, maximising
cost savings by simplifying layouts, providing efficient circulation
patterns and directing the design toward minimum 'static space' and maximum
'profit space' in public areas and guests facilities
MontrealStays has enjoyed operational and financial excellence.
Operational excellence: The successful launch of our properties in Montreal
marked a new beginning of the team's expertise in running a successful
serviced apartment business. We achieved occupancies of over 80% for both
properties in the first year of operation with enviable Average Monthly Rate
and Gross Operating Profits. Year 2009 is another milestone whereby
MontrealStays' success was replicated in 3 other cities, namely Toronto,
Ottawa and Panama, where occupancies climbed exponentially at above 90%
making MontrealStays Residences the market leader in the city of operation.
Financial excellence: MontrealStays has been achieving and exceeding
financial budgets. We have worked hard to achieve this financial excellence;
our value propositions to our residents are being constantly reviewed and
refined. Innovation and creativity are the two values we strongly believe in
when carrying our daily challenges.