Boutique sleep in the city’s charming neighbourhood

Anyone who’s tried to book a hotel room for a special occasion or just a mini getaway in the city can tell you that both demand and prices for top hotels in Hong Kong are high. As the city continues to be an important destination for regional and international business, executives and business travelers find themselves scrambling to fight over accommodations with the growing number of travellers. This has not only given rise to a blooming hotel industry, but it’s also created a new demand for extraordinary accommodations.

The Mercer’s General Manager Rebecca Kwan, agrees that frequent and seasoned travellers expect not only top-notch service and environment that they have become accustomed to at five-star chain hotels, but they also are on the look out for that little extra something special. “That unique ‘wow factor’ is why travellers have become increasingly drawn to boutique hotels in the past five years,” says the hospitality veteran.

Since welcoming guests from around the world a year ago, Mercer has become a welcomed and exceptional addition to the Sheung Wan neighbourhood. “There are so many choices out there for travellers and our neighbourhood offers a unique and hidden side of the city that repeat visitors to the city will find charming,” Kwan explains.

“The neighbourhood has plenty to offer yet it is only moments away from the Macau Ferry Terminal and one MTR stop from Central; for business travelers looking for a home away from home, our location offers the perfect balance of convenience and culture,” says Kwan.

That unique wow factor also including the spacious room, comfortable beds in The Mercer, even with coffee machine, kitchenette and microwave in One Bedroom Suite. Guests can enjoy complimentary wifi, buffet breakfast, minibar and local calls with free coffee and tea throughout the day. They feel refresh, comfortable, relax and luxury, even wishes to stay longer.

Also, on service side, we try to get more details about our guests before their arrival, such as the purpose of their stay and the company or kind of business they’re in. And during their stay, guests are encouraged to communicate directly with Kwan herself through the boutique hotel’s intranet, “Through what we know about them and my interaction with them, we can make better recommendations for restaurants, things to do and sights to see.”

Taking into heart the guest experience has also helped the hotel build its customer service. “We proactively ask our guests for feedback and are keen to learn what they like and disliked about their stay with us.”

But Kwan says the key to customer service is to not only listen to what guests have to say, but to make constructive changes based on their suggestions. “For instance, we thought our international mix of guests would enjoy a classic Continental breakfast. But in fact, many of them told us they prefer local flavours such as dim sum and we have since added more of these classic Cantonese items to our breakfast menu to cater to their needs.”

She feels the boutique hotel model fits in perfectly with the old-meets-new, East-meets-West personality of the neighbourhood. “There are many hidden gems in the area, be it art galleries or restaurants.”

Adding to the diverse dining scene of Sheung Wan, The Mercer introduces an all-new Japanese restaurant to its premises. But it’s not just any ordinary Japanese restaurant. Sushi Yoshitake is a Michelin 3 Star Restaurant in Japan and just awarded as Michelin 2 Star after its 2 months opening in Hong Kong. In keeping with the boutique hotel’s intimate and exclusive setting, only 14 diners can be served at the bar, where the chef dishes up catches of the day freshly flown in from various parts of Japan daily. Its mysterious Omekase menu, where the chef serves whatever he feels is the best he has to offer on the day, and the exclusivity and privacy the restaurant offers is already generating plenty of buzz among foodies in the city.”

Being a boutique hotel in an obscure neighbourhood for travellers, Kwan felt the biggest challenge in the year since the opening is actually bringing guests into the neighbourhood. Few businessmen and travellers are familiar with the area they may have hesitation about Mercer’s pricing, which is comparable to four to five star hotels in the city. “But our rooms are very spacious with everything just on your finger tips. Most rooms are over 500 sq ft are fitted with a kitchen, dining area, living room and a master suite.

“Once they step into our hotel, they always end up liking the experience. Repeat visits and positive comments on the Web prove that all it takes is for them to experience our service, facilities and neighbourhood.”

“We are very happy to be here at a time where this unique nighbourhood is on the rise and growing.” “Upcoming, we will add in more wow factors to the hotel. We planned to extend the cooperation with the neighbourhood to provide additional benefits for our guests, to enrich their stay, so they can fully immersed in the culture and the area.” Rebecca plans to implement her plan for The Mercer in 2013.

FAST FACTS

• Dorsett Hospitality International (HKEx Stock Code 2266) currently owns and manages 18 hotels in Mainland China, Hong Kong and Malaysia; with 7 more opening within the next 2 years in Mainland China, Hong Kong, Singapore and United Kingdom bringing the total room count to more than 7,000.

• There are three brands under Dorsett Hospitality International including d.Collection featuring a series of boutique hotels, including The Mercer; Dorsett Hotels & Resorts comprising upscale Dorsett Grand and mid-scale Dorsett; and value-led Silka Hotels.