Dusit International

Introduction

Dusit International

"Delivering Thai-inspired, gracious hospitality across five expanding lines of business"

Dusit International, which was founded in 1948 and is listed on the Thai Stock Exchange, is a renowned hospitality company. Over the last four years, the company has grown its operations to include five business divisions, building on its two primary business sectors of Hotels & Resorts and Hospitality Education. Foods, Real Estate Development, and Hospitality-Related Services are among the additional units. The company's property portfolio now includes over 300 diverse hotels, resorts, and luxury villas operating under six brands in 17 countries across the world, as well as two leading hospitality institutions with campuses in Thailand and the Philippines.. The company has recently expanded into food production, on-demand hospitality services, and property development to reach new markets and add more recurring revenue streams. It is part of a three-pronged strategy for sustainable growth that includes balance, expansion, and diversification. Both their name and the promise are Dusit Thani. Dusit Thani translates as a 'Town in Heaven,' where everyone can dwell in happiness and freedom, and was inspired by King Rama VI's idea of a model city for a democratic society.

Task

To be able to identify and learn about the strategies or the process used and activities that are being implemented in the organization under Total Quality Management (TQM) by Dusit International. At the end of this webquest, you will learn about the company’s background, the process that they used and some strategies or the different activities that the Dusit International implemented that led to their success in business and how these helped them in implementing TQM.

Process

Dusit International has formed Quality Improvement Teams as elements among its TQM systems in every premises, entrusted with streamlining operations and improving delivery of services. Employees have already been given the opportunity to take control and thus are persuaded to provide suggestions for improving products and services. These procedures have been planned out to make training easier, with full descriptions of evidence - based practices and improvement opportunities. As an outcome, work engagement has grown, and operations have enhanced throughout the field.

 

Process

  1. They formed Quality Improvement Teams with the goal of simplifying operations and improving service delivery.

  2. Staff members are encouraged to take initiative and offer methods to improve products and facilities.

  3. All procedures were mapped out to make training easier by providing full descriptions of best practices and identifying opportunities for improvement.

Their initial step was to satisfy their customers by upgrading their services, followed by the organization's production process, which will culminate in full employee participation.

 

As a result of these procedures, staff involvement has increased and services have improved across the board.

 

Activities

1. Dusit launches 'Food for heroes' delivery service in Bangkok

People may now reward individuals who work around the clock to keep people safe, help others, and to save lives by providing them with tasty and healthy cuisine through a new program.

2. Branding for the future

Dusit's dedication to process improvement throughout all areas of operations guarantees that the corporation is continuously searching for innovative ways to bring value to its customers, clients, hotel owners, and other shareholders - such as our own people.

3. Five top tips to enhance guest satisfaction

The assistant manager of Dusit Princess Srinakarin Bangkok's Square One Restaurant - and a brilliant example of good service in action, Khun Chaiya Buchaun shared his secret five top tips in his success in service.

1. Always smile, wai and greet guests with ​“Sawasdee Krab” - which signifies our unique Thainess. ​​- Giving your guests a big smile can make a big difference in their attitude and make them happy.

2. Be attentive and always willing to ​serve, guide and help guests. - It is important to constantly be aware of the demands of the guests and to be prepared to fulfill them.

3. ​Be respectful, sincere, and treat guests with honour. - Always be respectful to your visitors. Honesty can help you win guests' trust, and you should always treat them with respect.

4. Be consistent, and try to always ​bring something new to the table. - Consistently good service may bring a lot of benefits to a company and aid with customer happiness.

5. This one is the most important - be happy! Be happy with what you do every day. Happy staff make happy guests, and good things will always follow. - Every day, be content with what you do. Employees that are pleased with their jobs make their guests pleased, and good things will come.

Evaluation

Dusit International started to introduce its TQM systems three years ago, thus in December 2016, several of its properties in Bangkok, Hua Hin, Phuket, and Chiang Mai all seem to be approved for IS0 9001:2015, the world's most widely used standard for quality management areas within the organisation, credit goes to magnanimous financing from Thailand Convention and Exhibition Bureau (TCEB). SGS Thailand, a major investigation, confirmation, tests, and accreditation organization founded in Bangkok, inspected the premises.

The property portfolio of Dusit International currently contains over 270 properties functioning over six brands across 14 countries.

From 2020 onwards, the business intends to establish at least 10-12 hotels each year in important destinations, with more than 60 Dusit-branded projects throughout the pipeline.

  • Customer Satisfaction - Since 1948, they have been able to accommodate their guests and provide the best possible service.

  • Special Offers - They provide a variety of services that you can enjoy while taking in a breathtaking perspective of the world.

Their strategy in Focus

  1. BALANCE - With a balance of asset-light and capital investment, achieve a 50:50 domestic/international revenue split.

  2. EXPANSION - By 2021, we'll have doubled the amount of rooms in service and will be expanding throughout the accommodation sector.

  3. DIVERSIFICATION - By 2024, we should have a 10% additional revenue from adjoining business lines.

Conclusion

The company's property portfolio now includes over 300 diverse hotels, resorts, and luxury villas running across six brands throughout 14 countries around the world, along with two prominent hospitality institutions with campuses in Thailand and the Philippines. Dusit International is always looking for new ways to expand Dusit Hotels & Resorts, be it through management, franchising, leasing, or investment.

The various Dusit Hotels and Resorts across the world are listed below, all of which are ready to provide you with the greatest experience possible.

     

Book Your Stay at www.dusit.com

Credits

Branding for the future | Dusit Thani (DTC). (2020, October 21). Dusit International. https://www.dusit-international.com/en/updates/activities/794/branding-for-the-future 

Buchaun, C. (2019, July 11). 5 top tips to enhance guest satisfaction | Dusit Thani (DTC). Dusit International. https://www.dusit-international.com/en/updates/activities/266/5-top-tips-to-enhance-guest-satisfaction 

Business At A Glance | Dusit Thani (DTC). (n.d.). Dusit International. https://www.dusit-international.com/en/our-business/business-at-a-glance 

Carlisle, P. (2018, December 3). Dusit International and Silpakorn University to preserve heritage of Dusit Thani Bangkok –. Thailand Construction and Engineering News. https://thailand-construction.com/dusit-international-and-silpakorn-university-to-preserve-heritage-of-dusit-thani-bangkok/ 

Dusit International. (2017, January 26). Dusit International announces Total Quality Management for its properties in Thailand and overseas. Hospitality Net. https://www.hospitalitynet.org/news/4080642.html

Dusit International now accepts Alipay at its hotels and resorts in Thailand, offering more convenience for Chinese travellers | Dusit Thani (DTC). (n.d.). Dusit International. https://www.dusit-international.com/en/updates/press-releases/389/dusit-international-now-accepts-alipay-at-its-hotels-and-resorts-in-thailand-offering-more-convenience-for-chinese-travellers?category=press-releases&month= 

Dusit launches “Food for heroes” delivery service in Bangkok | Dusit Thani (DTC). (2020, April 16). Dusit International. https://www.dusit-international.com/en/updates/activities/715/dusit-launches-food-for-heroes-delivery-service-in-bangkok 

Dusit Thani. (2020, December 30). Dusit Hotels & Resorts. https://www.dusit.com/dusitthani/ 

Lobi, H. (2020, May 19). Dusit International announces Total Quality Management for its properties in Thailand and overseas. Dusit Hotels & Resorts. https://www.dusit.com/news/dusit-international-announces-total-quality-management-for-its-properties-in-thailand-and-overseas/ 

Others | Dusit Thani (DTC). (n.d.). Dusit International. https://www.dusit-international.com/en/our-business/others 

 

Teacher Page

Week 4 Assessment Task in TOTALQM OHCA2

Submitted by: Abigail G. Fernandez

Submitted to: Miss Michelle Candelaria-Pino