# Archipelago International - Company Profile

> **Tagline**: "Across the Archipelago and Beyond"
> **Philosophy**: KAI ZEN (改善) - Continuous Improvement

## Executive Summary

Archipelago International is the #1 privately owned and independent hotel operator in Southeast Asia, managing 350+ properties with 45,000+ keys across 200+ destinations in 5 continents. With 25+ years of industry innovation and leadership, the company operates 13 multi-award-winning hotel brands and manages $6 billion in assets under management.

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## Table of Contents

- [Vision & Mission](#vision--mission)
- [Leadership Message](#leadership-message)
- [Company by the Numbers](#company-by-the-numbers)
- [Global Presence](#global-presence)
- [Core Services](#core-services)
- [Brand Portfolio](#brand-portfolio)
- [Technology & Innovation](#technology--innovation)
- [Sustainability Commitment](#sustainability-commitment)
- [Membership & Loyalty](#membership--loyalty)
- [Awards & Recognition](#awards--recognition)
- [Contact Information](#contact-information)

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## Vision & Mission

### The Vision

To be widely recognized as the preferred hospitality company for guests, owners and employees wherever we operate.

### The Mission

Exceeding guest expectations in all our hotels, helping our staff develop their careers, while supporting owners in designing, creating and successfully operating a 'best in class' hotel that they can be proud of.

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## Leadership Message

**John Flood, CEO**

"At Archipelago, we believe in a holistic approach to business. This means understanding that every aspect of our organization is interconnected, and success is built by integrating all the components - our people, our customers, our culture, and our environment.

Our adaptive culture allows us to embrace change as an opportunity for growth. We believe that flexibility and openness to innovation are key to staying ahead in today's fast-paced world. This mindset is not only reflected in how we operate internally but also in how we engage with our customers. We aim to build lasting relationships based on trust and mutual value, moving beyond mere transactions to create meaningful connections.

Leadership at Archipelago is rooted in collaboration and transparency. We believe that when every member of the team is involved in decision making, it fosters a deeper sense of ownership and commitment, which translates into better outcomes for our business and our customers. The well-being of our employees is a top priority. We understand that the physical, mental, and emotional health of our team directly impacts productivity, creativity, and overall success. By supporting our workforce, we cultivate a positive, dynamic environment where our people can thrive.

Our strategy is comprehensive and integrated. We align all departments, whether it's marketing, sales, operations, or finance, so that we're all working together toward common objectives. This unified approach ensures that every decision we make drives us closer to our long-term vision, prioritizing sustainable growth over short-term gains.

Sustainability is another cornerstone of our philosophy. We are committed to reducing our environmental footprint and ensuring that our business practices are socially responsible. We see ourselves as part of a larger global ecosystem, and we strive to make a positive impact through our actions. As we continue to grow and evolve, we seek to partner with individuals and organizations that share these values. By working together with like-minded partners, we can create a brighter, more sustainable future for all."

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## Company by the Numbers

### Industry Leadership

- **#1** Privately Owned and Independent Hotel Operator in **Southeast Asia**
- **Top 40** Hotel Groups Globally
- **25+ years** of Industry Innovation and Leadership

### Portfolio Scale

- **13** Multi-Award Winning Brands
- **350+** Properties
- **45,000+** Keys
- **200+** Destinations
- **$6 Billion** Assets Under Management

### People & Reach

- **20,000+** Dedicated Team Members
- **4+ Million** Loyalty Program Members
- **5 Continents** Global Presence

### Quality Certifications

- **ISO 9001:2015** (Quality Management Systems)
- **ISO 14001:2015** (Environmental Management Systems)
- **ISO 45001:2018** (Occupational Health and Safety Management Systems)

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## Global Presence

### Geographic Distribution

Archipelago International operates hotels and resorts across 5 continents:

#### Asia (Primary Market)
- Indonesia
- Singapore
- Malaysia
- Philippines
- Thailand
- Vietnam
- Cambodia

#### Middle East
- Kingdom of Saudi Arabia
- United Arab Emirates

#### The Americas
- Dominican Republic
- Cuba
- Mexico

#### Europe
- Ireland
- Bulgaria

#### Africa
- Tanzania

#### Oceania
- Australia
- New Zealand

### Office Network

**Corporate Office:**
- Jakarta, Indonesia

**Regional Offices:**
- Bali, Indonesia
- Surabaya, Indonesia
- Yogyakarta, Indonesia

**Global Offices:**
- Dublin, Ireland
- Punta Cana, Dominican Republic
- Singapore
- Kuala Lumpur, Malaysia
- Manila, Philippines
- Bangkok, Thailand
- New Delhi, India
- Seoul, South Korea
- Dubai, United Arab Emirates
- Jeddah, Saudi Arabia
- Playa del Carmen, Mexico
- Mexico City, Mexico
- Munich, Germany
- London, United Kingdom
- Havana, Cuba

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## Core Services

Archipelago International provides comprehensive hospitality solutions from concept to operations:

### 1. Technical Services

**Scope:** From contract signing through design completion

**Services Include:**
- Initial conceptualization and design development
- In-house architecture, interior design, and MEP (Mechanical, Electrical, Plumbing) engineering
- Collaboration with client-chosen architects and consultants
- Brand design standards provision (building specifications, interior design guidelines, MEP criteria)
- Back of House layout design and kitchen design oversight
- Financial projections and equipment/supply inventory
- Budget alignment and cost management

**Deliverables:**
- Architecture Schematic Design (Master Plan, Site Plan, Plan, Elevation, Section)
- Architecture & Interior Concept Design (3D Exterior, 3D Interior)
- Architecture & Interior Design Engineering Drawings (DED)
- All drawings for preliminary tender

### 2. Pre-Opening Services

**Timeline:** Commences approximately 6 months prior to Soft Opening

**Services Include:**
- Staff recruitment and training
- Equipment commissioning and testing
- Software system implementation:
  - **Sentec PMS** (Property Management System)
  - Front of House, Back of House, and Point of Sale (POS) systems
  - **ARCH Central Reservation System (CRS)** with booking engine, channel manager, and rate shopping tools
- On-site corporate team support
- Opening procedure oversight
- System setup and functionality verification

### 3. Hotel Management

**Ongoing Operations Management:**

**Revenue Management:**
- Dynamic revenue management strategies
- Data analytics for occupancy and pricing optimization
- Peak revenue performance monitoring

**Marketing & Brand Positioning:**
- Targeted marketing campaigns
- Social media engagement
- Partnerships with travel influencers
- Brand visibility expansion

**Operational Excellence:**
- Front desk, housekeeping, and engineering standards
- Best practices alignment
- Quality and efficiency maintenance

**Financial Oversight:**
- Detailed reporting and regular audits
- Cost-saving measures
- Financial health monitoring without compromising service

**Food & Beverage Excellence:**
- Curated dining experiences
- Event services management
- Guest satisfaction focus

**Staff Development:**
- Continuous training in service standards, operational efficiency, and leadership
- Career development programs
- Regular corporate compliance visits

**Engineering & Maintenance:**
- Property condition management
- Safety and functionality assurance
- Aesthetic appeal preservation

### 4. Franchise Plus

**Three Critical Challenges Addressed:**

**a) Leveraging a Strong Brand**
- Instant recognition and trust through established brand partnerships
- Enhanced credibility and competitive edge
- Increased guest attraction

**b) Implementing the Right Technology**
- **Sentec PMS** for streamlined management processes
- Improved operational efficiency
- Enhanced guest experience
- Better decision-making capabilities

**c) Ensuring Online Connectivity**
- **Powered by Archipelago** service
- Website development
- Online booking systems
- Comprehensive distribution channels
- Maximized visibility and bookings

### 5. Branding Services

**Benefits:**
- Enhanced credibility and market visibility
- Customer loyalty and trust
- Higher occupancy rates and premium pricing opportunities
- Access to global marketing platforms, reservation systems, and loyalty programs
- Reduced reliance on third-party channels
- Operational support, training, and established standards
- Improved service quality and profitability

### 6. Powered by Archipelago (PbA)

**Tagline:** "A One-Stop Solution for Hotel Connectivity and Online Distribution"

**Overview:**
Highly effective and cost-efficient solution for independent hotels and hotel groups to accelerate online business and stay ahead of competition by utilizing Archipelago's corporate distribution, revenue management, IT, HR, and partnership infrastructure.

**Key Features:**

**Personalized Guest Experiences**
- Advanced analytics and insights for understanding guest preferences and behaviors
- Unparalleled personalization throughout the booking journey

**Strategic Marketing Optimization**
- Identification of most effective marketing channels and touchpoints
- Efficient budget allocation
- Focus on channels that drive genuine conversions and direct bookings

**Direct Booking Enhancement**
- Optimized direct booking process
- Strategies and incentives to encourage direct channel bookings
- Improved profit margins
- Direct guest relationship building

**Purchase Journey Insights**
- Operational improvement identification
- Innovation opportunities
- Seamless guest experience delivery

**Competitive Edge**
- Understanding and optimization of every guest journey step
- Exceptional experience delivery
- Market differentiation

**Continuous Improvement and Loyalty Building**
- Feedback loop for experience enhancement
- Loyalty fostering
- Guest-to-brand-advocate transformation
- Future trend anticipation

### 7. Architecture & Interior Design Service

**Approach:**
- Client vision-driven architectural expression
- Physical context appropriateness
- Problem-solving through broad knowledge base
- Fresh and innovative approach to each assignment
- Client engagement in planning process
- Vision accuracy in final product

**Inspiration:**
Based on true understanding of how clients and their customers will utilize the space

**Deliverables:**
- Architecture Schematic Design
- Master Plan, Site Plan, Plan, Elevation, Section
- Architecture & Interior Concept Design
- 3D Exterior, 3D Interior
- Architecture & Interior Design Engineering Drawings (DED)
- All drawings for preliminary tender

---

## Brand Portfolio

Archipelago International operates **13 multi-award-winning brands** across all market segments:

### HIGH-END
- **Grand Aston** - Luxury flagship properties
- **Huxley** - Lifestyle hotels for new generation travelers
- **The Royal Alana** - Contemporary luxury meets traditional heritage (5-star)
- **Royal Kamuela** - Luxury villa properties (5-star)
- **Avanika** - Boutique lifestyle with biophilic design

### UPMARKET
- **Aston** - Genuine Asian hospitality (3-4 star)
- **Aston Boutique** - Distinctive boutique experiences
- **Harper** - Modern-rustic, home-away-from-home (3-4 star)
- **The Alana** - Contemporary luxury meets heritage (4-star)
- **Quest Prime** - Premium family-friendly (3-star)
- **Kamuela Villas** - Luxury villa experiences (4-star)
- **Aston Collection Hotels** - Ultra-premium curated collection

### MIDRANGE
- **Aston Inn** - Select service value
- **Aston City** - Urban convenience
- **Quest Hotels** - Family-friendly value (2-3 star)
- **Four Corners** - Global fusion hospitality
- **Hotel Neo+** - Modern-contemporary design (3-star)
- **fave+** - Enhanced select service

### ESSENTIAL
- **fave** - Industry-leading select service (2-star)
- **Hotel Neo** - Modern-contemporary affordable (2.5-star)
- **Quest Vibe** - Vibrant family experiences

### BUDGET
- **Nõrdic** - Scandinavian-inspired budget luxury (hostels/budget hotels)

### PLATFORM/SERVICE
- **Powered by Archipelago (PbA)** - Distribution and technology platform for independent hotels

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## Technology & Innovation

### Strategic Philosophy

"From the beginning, our founding team always believed information technology would become increasingly important in all of our businesses and in daily life. Thus, over the years, we've taken considerable time and effort to carefully plan our path, identify long term trends and make strategic investments. This has resulted in Archipelago achieving considerable long term operational savings, agility and significant differentiation from most other international hotel management companies."

### Software Development

**Approach:**
Strategic choice between off-the-shelf solutions and homegrown development where it makes sense

**Proprietary Systems:**
- HR software
- Sales management tools
- Marketing automation
- Training platforms
- Auditing systems
- Data Science tools

**Advantage:**
Ability to tailor and evolve software precisely to fit organizational needs, unlike competitors locked into rigid third-party systems

### Information Technology

**Focus:**
Long-term strategic planning, trend identification, and strategic investments

**Results:**
- Considerable operational savings
- Enhanced business agility
- Significant differentiation from competitors
- Competitive advantage in technology adoption

### Website Development

**Philosophy:**
"In this digital age, your website is not only the shiny front door to your business, the experience also represents how you treat your customers; it should be fast, eye-catching, informative, helpful and easy to use. Do this right and it can easily be one of the largest revenue channels that a business can have."

**Standards:**
- Fast loading times
- Eye-catching design
- Informative content
- Helpful user experience
- Easy navigation
- Revenue optimization focus

### Technology Products

**Sentec PMS**
- Comprehensive Property Management System
- Front of House operations
- Back of House operations
- Point of Sale (POS) integration

**Sentec EMS**
- Enterprise Management System
- Multi-property oversight
- Centralized reporting

**ARCH Central Reservation System (CRS)**
- Booking engine
- Channel manager
- Rate shopping tools
- Online distribution optimization
- Revenue management integration

---

## Sustainability Commitment

**Certification:** ISO 14001:2015 Environmental Management System

**Philosophy:**
"For us, an investment is not an investment if it harms mother nature and pollutes planet earth."

### Green Initiatives

**Plastic Reduction**
- Replaced plastic straws and toiletries packaging with recyclable and environmentally-friendly materials
- Implemented soap dispensers in select brands
- Eliminated plastic water bottles in guest rooms
- Provided reusable mugs with water dispensers on guest floors
- **Impact:** Addresses the waste of hundreds of millions of plastic bottles by hotels annually

**Water Conservation**
- Effective linen reuse program
- Guest encouragement to reduce daily linen and towel exchanges
- Water-efficient fixtures and systems

**Energy Saving**
- Introduction of energy-saving equipment in all public and back-of-house areas
- Continuous staff training on energy conservation
- Energy-saving work environment culture
- Optimized lighting and HVAC systems

**Sustainable Cleaning Products**
- Natural alternatives less irritating to the environment
- Avoidance of chlorine bleach and environmentally-damaging products
- Eco-friendly cleaning supplies

**Recycling and Waste Reduction**
- Programs across all areas reducing paper and disposables use
- Food waste minimization
- **Context:** World Bank predicts humans will produce 3.6 billion tons of waste yearly by 2050

**Animal Welfare Standards**
- Respectful treatment of animals in all interactions
- Collaboration with organizations advocating for better welfare standards
- Continuous improvement commitment

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## Membership & Loyalty

### Archipelago Membership App

**Scale:**
- **4+ million members** - more than any other Southeast Asian hotel chain
- Competitors typically have less than 10,000 app downloads

**Unique Features:**

**Bob the Butler - Live Chat System**
- First hotel chain (even among global brands) to implement live chat with hotel staff for checked-in guests
- Available for all guests during their stay
- Real-time communication with hotel staff

**Live Translation Feature**
- Developed for Asian Games 2018 in anticipation of language barriers
- Enables seamless communication between international guests and hotel staff
- Real-time translation during chat conversations

**Technology Foundation:**
Bespoke membership app built with deep technical talent, uniquely catering to guest needs and operational requirements

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## Awards & Recognition

### Industry Recognition

**Brand Awards:**
- **Aston Hotels** - Indonesia's Leading MICE Hotel Brand
- **The Alana Hotels** - Indonesia's Leading Modern & Ethnic Hotel Brand
- **Hotel Neo** - Indonesia's Leading Affordable Lifestyle Hotel Brand
- **favehotels** - Indonesia's Leading Budget-Friendly Hotel Brand

**Top of Mind Awards:**
- Indonesia Netizen Brand Choice Award 2017

**Performance Excellence:**
- TripFease Top 10 Performance Award 2022
- Indonesia Travel & Tourism Awards (multiple years)
- Best Customer Oriented Company
- Marketer of the Year 2019
- Top Brand Health 2019
- Travel and Tourism Top of Mind Brand 2025

**Hospitality Recognition:**
- LUX Hospitality Awards (2021, 2022)
- Maison Privee and Maison Privee recognition
- Indonesian Travel Agents Most Preferred Hotel Chain
- Most Often Franchised Hotel Brand Award
- Best International Hotel Awards
- Global Luxury Hotels Awards

**OTA Partner Awards - Most Supportive Chain:**
- Tiket.com
- Traveloka
- MisterGuest (MG)
- Trip.com

**Quality Certifications:**
- ISO 9001:2015 (Quality Management Systems)
- ISO 14001:2015 (Environmental Management Systems)
- ISO 45001:2018 (Occupational Health and Safety Management Systems)

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## Contact Information

### Partnership Inquiries

#### ASIA

**Zita Hanna Mariska**
VP Business Development Indonesia
📧 zita.m@archipelagohotels.com

**Chris Legaspi**
Chief Commercial Officer
📧 chris.l@archipelagohotels.com
📱 +62 819 894 547

#### EUROPE, MIDDLE EAST, AFRICA, AND THE AMERICAS

**Gerard Byrne**
MD Archipelago
📧 gerard.b@archipelagohotels.com
📱 +353 87 6967782

**José Luis Leonardo**
Executive Vice President - The Americas
📧 jose.l@archipelagohotels.com
📱 +1 809 224 9553 | +53 5 9056627

### Corporate Headquarters

**Archipelago International**
Wisma Staco, 3rd Floor
Jl. Casablanca Kav. 18
Menteng Dalam
Jakarta 12870, Indonesia

📧 info@archipelagohotels.com
🌐 archipelagohotels.com

**GDS Codes:** YX

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## Company Philosophy

**KAI ZEN (改善) - CONTINUOUS IMPROVEMENT**

Archipelago International is committed to continuous improvement in all aspects of its operations, from guest experience to environmental responsibility, from technological innovation to employee development. This Japanese philosophy of "kaizen" drives the company's approach to sustainable growth and long-term excellence in the hospitality industry.

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**Document Version:** 1.0
**Last Updated:** 2025-11-18
**Source:** Archipelago International Company Profile (Official)
**Document Authority:** Official company documentation