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Robert MayerCreating the Mantra Samui Resort Cheeky, with Love!
Since October 2010 I have been working on the biggest professional challenge of my life. I was responsible for creating a sustainably profitable 5 star resort.
My challenges and constraints were:
• Budget limitations• Secondary location• Building and training a large team of 140 people• Overcoming employee turnover issues on an
island where demand exceeds supply and employee turnover is 156%
• Achieve positive cash flow and operating profit from the first day – unheard of in the hospitality industry
• Have a positive impact on the community we joined.
I enjoyed the challenge because these constraints fostered creativity and ingenuity.
The slides will show how we transformed a
piece of the jungle…
…into the Mantra Samui
Resort
After selecting the land with the
perfect view the journey continued
with the construction…
…and building the foundation
of a strong culture based on
the following values:
Starting with Khun Wooddy, there are 140
Members in the Mantra Family
now.
Regular team challenges -where
guests compete hand in hand with our
colleagues- helped to create emotional
attachment
Hosting a blood drive
solidified our place in the community
I have a firm belief that only a happy Team
can create amazing
experiences
Providing the skills to
communicate. The owners of the
slippers are at a language course held by my wife
Proud owner of new
knowledge: preparing a
perfect ravioli.
Making yoga classes
available to all our colleagues
shows them that we care.
The cooks’ uniform says it
all.
Ready to welcome guests.
Introducing the hand-made Funky dog, an
iconic figure that represents the
luxurious playfulness of Mantra.
Rooms have unusual names.
This is the WOW.
The COZY
The Good Life Suite
The LOVE
Every surface is an opportunity
to create emotional
attachment
Even a Yoga studio can be innovative by
using Himalayan salt bricks to build
its walls
A Cheeky fitness center
That is how we work (out)
An upside-down children play room to
WOW the little guests.
Turning a mundane hand
wash into an experience
Instead of Bibles we suggest “Poke the
Box” from Seth Godin.
And those little birds are the keys to
the rooms.
Only a very Cheeky 5 star
hotel can have a vintage van in the middle of the reception.
Each department was asked to express what “Show LOVE”
(our first value) means
Watermelon Love from the
kitchen
Artwork from Housekeeping
Edible art from the bakery
Signaling the importance of
guest reviews…
Every day new reviews are
framed and a different colleague
chooses where to hang it
Wall of F(r)ame
Introducing a new Mantra
Tradition:Birthday-Cake for Breakfast
Turning adversity into
fun
Our Badge of Honor
During all this we did not forget to…
…Celebrate birthdays
….go on Mantra
Family Trips
…. to have fun
…. to celebrate
...to keep being active
in the community
…. to make life interesting
by holding weekly
competitions
…. to start building a school
for the Samui School of LOVE for
mentally Ill Children
…. to be amazed by
nature
…. to do more with less
…. to let Thailand
teach us……
…. Creativity and
…. That everything is
possibleif we can coexist…..
After spending two years as the
head of the Mantra Family I became a real
father.
Results:
• The Mantra Samui Resort is profitable from the first day of operation
•The hotel has an Employee Turnover of 26% compared to the market average of 156%
•The EBIT Margin of the hotel is 38% considerably higher than the industry average.
•Guests Satisfaction is over 91%.
•The hotel is in the top 20 of TripAdvisor on Koh Samui.
•The hotel was built from 200% less money than the average competing hotel – due to the secondary location yet through branding, positioning and word of mouth recommendation it achieves the same level or Revenue.
Cheeky, with Love!