Pacific Hotel Management, LLC. is a privately-owned company that specializes in the development and management of high quality hotels using a variety of franchise brands. Our corporate office is located in San Mateo:
Pacific Hotel Management, LLC
400 S. El Camino Real, Suite 200
San Mateo, CA 94402
InterContinental The Clement Monterey (208 rooms)
The Westin Palo Alto (184 rooms)
Sheraton Palo Alto (346 rooms)
Four Points by Sheraton, Emeryville (153 rooms)
Courtyard by Marriott, Richmond (149 rooms)
Residence Inn by Marriott, Milpitas (120 suites)
Homewood Suites by Hilton, Newark (192 suites)
Our predecessor firm, Clement Chen & Associates (CC&A), was founded in 1964 as an architectural firm by the late Clement Chen, Jr., and it focused on hotel design in the early 1970’s when it designed the 566-room Holiday Inn, Financial District in San Francisco, the 600-room Holiday Inn, Golden Mile in Hong Kong and a 500 room Holiday Inn in Singapore. CC&A moved into hotel development in 1973 when Clement Chen, Jr. developed the 280-room Holiday Inn in Palo Alto, CA (now the Sheraton Palo Alto). Clement Chen, III, the son of Clement Chen, Jr., joined CC&A full-time in 1979 and became head of the company upon Clement Chen, Jr.’s death in 1988. CC&A closed its architectural and interior design work in 1996 and conducts its development work as part of Pacific Hotel Management, LLC (PHM).
PHM’s development team has experience in all major phases of hotel development and management, including market and feasibility analysis, acquisition, entitlement, financing, design, permitting, construction, leasing, management, renovation, repositioning, reflagging and disposition. While specializing in hotel properties, PHM also has extensive experience developing, owning and managing office, industrial and residential real estate. PHM brings an owner’s perspective to bear on all of its projects, as the majority of its projects are owned by affiliated entities.
Recent CCA/PHM projects include:
|Development and construction of InterContinental The Clement Monterey, a full-service luxury hotel consisting of two four-story buildings with a total of 208 rooms, many of which extend out over the water with commanding views of the Monterey Bay; the C restaurant and bar with 95 seats, plus 60 seasonal outdoor seats; over 16,000 square feet of dedicated and flexible banquet and meeting space; The Spa, a full-service spa with five state-of-the-art treatment rooms, a plunge pool and whirlpool; a four-level parking garage with 347 spaces (the closest parking structure to the Monterey Bay Aquarium); and a total of 20,000 square feet of retail space on the ground floor of both buildings. Development of the hotel began in early 2004, construction began in August, 2006 and was completed in May, 2008. InterContinental The Clement Monterey received the 2008 Best Hospitality Award—Northern California from California Construction and an Award of Merit from The Illumination Engineering Society of North America in 2009.|
|Development and construction of the 184-room Westin Palo Alto, Palo Alto, CA (2000)|
|Development and construction of the 192-suite Hawthorn Suites (1999) and subsequent conversion to Homewood Suites by Hilton, Newark, CA (2002), which received a 2002 Best Conversion Award from Homewood Suites By Hilton|
|Development and construction of the 120-suite Residence Inn by Marriott, Milpitas, CA (1997)|
|Renovation and conversion of the 346-room Sheraton Palo Alto (1998)|
|Renovation and conversion of the 153-room Four Points by Sheraton, Emeryville, CA (1997)|
|Renovation and conversion of the 149-room Courtyard by Marriott, Richmond, CA (1995)|
|Renovation of the 147-room Holiday Inn, Laguna Hills CA (2002), which received a 2002 Renovation Award from the franchiser, Six Continents Hotels, for Public Area Renovation|
PHM has close working relationships with outstanding architects, interior designers and other consultants. Depending on the scope and location of the project PHM handles purchasing and project management in-house or through superior third-party specialty firms. In all events PHM efficiently and economically manages and directs the design, buy-out and project management of projects of all sizes, from minor renovations and refurbishments to ground-up construction of four-star hotels.
All hotel employees—from hourly associates to the General Manager—participate in bonus plans based on Guest Satisfaction Survey scores. Guest Satisfaction scores are the largest component of the bonus plans for management staff, and account for 40% of each manager’s potential bonus.
PHM conducts Associate Opinion Surveys at all of its hotels two times a year. Associate Opinion Survey scores comprise 30% of each manager’s potential bonus. Thus, 70% of our management staff’s bonus is based on Guest Satisfaction and Associate Satisfaction, and 30% is based on House Profit achievement. PHM’s Guest Satisfaction bonus plans for managers and associates, and its Associate Opinion bonus plan for managers, are not contingent upon profitability—PHM has maintained those bonus plans unchanged, through good times and bad, to prove its commitment to Guest and Associates Satisfaction.
Pacific Hotel Management, LLC provides extensive training to its managers and associates. PHM has partnered with TalentSmart to provide industry-leading Emotional Intelligence training to all of its managers and supervisors. In 2012 PHM extended its Emotional Intelligence training to its hourly associates in both English and Spanish.
PHM also sponsors service training by Signature, English as a Second Language and Spanish for English Speakers, human resource training and customizable training programs for supervisors and managers.
PHM uses the Kenexa Hospitality Selector interview, a web-based skill assessment tool, which allows PHM to select the high-potential candidates most suited to the daily requirements of the job. Our company also utilizes Kenexa's Insight Interview which provides a way to consistently evaluate a candidate's potential for success within our organization.