Milestone Customer Story
January 2010
Pan Pacific Hotels Group rolls out Milestone IP video technology to
ensure guest safety
Pan Pacific, managed by Pan Pacific Hotels Group,
is a leading hospitality brand in Asia and the Pacific
Rim, situated in key cities of distinguished
destinations offering upscale accommodations and
services. Continuously exceeding global standards of
quality, Pan Pacific Hotels and Resorts are
synonymous with personalized care, encompassing
a culture of subtle service and attention to detail. Pan
Pacific Hotels and Resorts are recognized with
prestigious global accolades for consistent delivery
of premium accommodation, high-quality amenities
and service excellence.
Safety and comfort of the highest standards
"We have an enlightened approach to our systems and security, using the most current technology.
Pan Pacific Hotels Group is an organization that embraces opportunities to be more effective by
making better use of information. We aim to deliver information to our associates as quickly as
possible to facilitate a higher quality of service to our customers," states Mark Fancourt, Vice
President Information Technology at Pan Pacific Hotels Group. "Being a people-centric business,
comfort and life safety issues are foremost for us. We have always had a high focus on security in
terms of insuring a very robust life protection infrastructure - not just since the events of recent times –
it is part of our brand."
These high security standards are evident at the Pan Pacific hotels: Mark Fancourt says that the level
of surveillance in the design is quite extensive. "In Bangkok we have a property with 150 rooms and
public areas such as a lobby, restaurants and pool deck. The property has 100 surveillance cameras
installed in the building as an illustration of the importance we place on life and safety matters.
Whether it’s short or long-stay business, we ensure our environment gives our customers the
confidence that security is factored into their stay."
Hotels have a broad scope to keep track of and monitor, being multiple access locations with
significant public traffic at all times of day or night. Large function and event spaces add to this
requirement. Fancourt describes the hotel environment as an open, yet controlled environment from
the management point of view, with security challenges similar to the busy milieu of shopping centers.
Upgrade from analog to IP with fast implementation
The flagship Singapore location on Raffles Boulevard has 785 rooms and is busy year-round, with
600 employees tending to customers’ every need. In October 2007 the IMF Conference was held
in the SUNTEC Convention Center adjacent to Pan Pacific Singapore, where many of the
delegates were housed. This event provided the impetus to upgrade the hotel’s analog video
surveillance system to ensure that the very latest security tools would be available. Milestone
XProtect® open platform IP video management software was chosen as the core of their solution,
and since then is rolling out to other hotel locations (Pan Pacific Seattle, Pan Pacific Hotels Group
corporate offices and Pan Pacific Serviced Suites, Bangkok).
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Milestone Customer Story
January 2010
An initial budget was estimated around USD 359,000 to meet the needs for the IMF Conference, and
the technology upgrade migration plan at Pan Pacific Singapore with 250 cameras was scheduled for
a two-month period to complete the project. Impressively, however, with the leaner setup infrastructure
required for the IP system, implementing was much faster and very efficient.
"One of the advantages with open IP technology is that you
don’t need such a large physical space for your security
operations, as you do with purpose-built, proprietary analog
installations. It’s a lot more modular today thanks to the
independent network software approach," explains Mark
Fancourt.
There are many opportunities with the software and integration,
both through the cameras that provide greater innovation such
as analytics at the edge, and other connected systems like
access control, parking systems or guest registration software.
"The motion-sensitive recording in Milestone XProtect makes a
significant difference for us in terms of storage capacity as we
only record video when needed. Efficiency-wise it changed
everything, improving the cost of our investment and the system
performance," states Fancourt. "The software does what it
needs to do when we need it to do it."
Leveraging the security investment optimally
The Milestone open platform approach enabled convergence of the system from analog to IP: Pan
Pacific leveraged their earlier security investment by keeping their analog cameras and running them
through video encoders that digitized the images to be managed by the Milestone XProtect software.
Mark Fancourt explains that the analog cameras have now been replaced by network video cameras
from Axis Communications, and all new camera installations are IP models.
The process for selecting analog versus IP technology came with deep discussions from the Pan
Pacific Singapore and the Pan Pacific Hotels Group team, and also included third-party security
experts’ feedback in the evaluation. The final decision was based on the following criteria:


Ease of expansion: To be able to scale the system to more sites and with more or new
cameras had to be easy so upgrading could be accomplished based on unit and group needs
over time.
Lower total cost of ownership: Cost efficiency comes from using standard IT hardware and
network resources such as hard disks, PCs and switches. Maintenance by the IT department
becomes a natural part of all data management, with the efficiencies of a flexible, central
operation, yet with local capabilities.
Open platform software-based solution that’s future proof
Milestone XProtect software was chosen because it provides an independent, true open platform
architecture, which allows the Pan Pacific Hotels Group to select best-of-class models and brands for
every component in their IP surveillance ecosystem.
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Milestone Customer Story
January 2010
"We wanted an independent, software-based solution that did not require specific hardware. This
provides a flexible model to address the multiple functions of our business with scalability in the future.
We needed the ability to place various types of cameras in various locations; have wireless access or
even mobile clients. We chose the Milestone solution as part of the technology scope for the entire
company network. The way we construct the hotels today lets us build the security into the overall
network design, keeping the video stored and archived, accessible like any other data, available to
those who need access. We no longer run coax cable around the buildings when we erect new hotels
– it is much more cost effective and flexible with IP as a unified platform for our properties to operate
on."
More than just security – customer service, too
"We also use the Milestone XProtect surveillance to monitor staff and hotel operational processes.
This helps us ensure a smooth operation. We monitor access matters, staff as they are coming and
going, vehicle movements, supply deliveries and so forth," adds Mark Fancourt.
For Pan Pacific, aesthetics are also important. This is
managed with the discreet camera models from Axis.
"The quality of analog surveillance cannot compete
with IP – so sharp and detailed. This has changed
everything in terms of how well we are able to
monitor and resolve issues. One of our pan-tilt-zoom
(PTZ) cameras lets us see hundreds of meters from
the corners of the buildings, out to the streets and
surrounding areas, and pick up sharp detail. You
could never do that with analog CCTV. Our security
operations love it," confirms Fancourt.
"It used to be all about the cameras - and Axis cameras are great - but we are no longer dependent on
the camera setups any more, and there are many to choose from today. We have mixed-use
properties that have retail, residential and hotel operations in some of our complexes where hotels are
located. This model provides economy of scale across the whole project. The flexibility to put any
camera on the network platform makes a difference to us going forward."
Milestone ease of use and fast response
Milestone XProtect® Smart Client provides the interface for security operators to see both live and
recorded video, for total overview of situations, the ability to respond quickly and evidence to resolve
incidences.
"Milestone provides an IT approach that allows my users to easily interface with the system – PCs are
their daily working tools. Controlling Milestone XProtect from the comfort of the PC was a dream come
true and the user friendliness of XProtect makes the whole process much simpler than expected,"
confirms Mr. Vinod, Director of Security at Pan Pacific Singapore.
Mark Fancourt concurs: "Milestone XProtect takes advantage of the computer tools of today and it is
simple to use. With no training I was able to use it immediately - very intuitive. When there is an
incident, the security team can access the video footage quickly with a non-stop flow of evidence from
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Milestone Customer Story
January 2010
camera to camera. Sharing information with law enforcement bodies is also a simple process. In fact,
we are able to support third-party, real-time access to the surveillance, as we needed to for IMF in
Singapore. The speed of availability is vastly different from analog systems, and quickly provides the
necessary information for faster response. There are also alerts that trigger proactive actions to
prevent situations from escalating. The software is well thought out and designed, easy to configure,
maintain and use. It really is a great piece of technology."
A long-term vision
Mark Fancourt explains that they have the Milestone Product Maintenance Agreement and get the
most out of that investment by keeping current with the latest technology as new versions of the
software become available. Future opportunities from the open platform IP technology are clearly in
sight for Pan Pacific Hotels Group.
"We can take advantage of the software as it becomes smarter. Integrations with new advancements
that come along will allow us to become even more effective, freeing up human resources that don’t
have to sit glued to a screen, getting alerts when needed. I foresee having a city-wide surveillance
approach instead of in the separate businesses: a single point of central control with local and mobile
access points. Emerging technologies in the future are available to us with this solution. My aim is to
recommend to our owners this long-term vision, through the software-based, hardware independent
Milestone solution - it is the right one for us."
About Pan Pacific Hotels Group
Pan Pacific Hotels Group, previously known as Hotel Plaza Limited (HPL), is a listed hotel subsidiary of
Singapore-listed UOL Group Limited, one of Asia’s established hotel and property companies with a diversified
portfolio of investment and development properties.
Headquartered in Singapore, Pan Pacific Hotels Group owns, manages and/or markets over 30 hotels, resorts
and serviced suites in Asia and North America including those under development. The Group comprises of two
acclaimed brands: Pan Pacific® and PARKROYAL®.
Pan Pacific® is a leading brand in Asia and the Pacific Rim, situated in key cities of distinguished destinations
offering upper upscale accommodations and services. The portfolio consists of 18 hotels, resorts and serviced
suites and the brand has earned esteemed accolades such as World’s Leading Business and Airport Hotel in
Asia by World Travel Awards, Condé Nast Gold List and AAA Four Diamond Award.
PARKROYAL® is an upscale regional Asia Pacific brand with 7 hotels and serviced residence in its portfolio.
The brand promises a lifestyle-approach to hospitality that will leave guests with an experience to remember.
In addition, the Group also runs the established St. Gregory Spas and the award-winning Si Chuan Dou Hua
Restaurants in Japan, Kuala Lumpur and Singapore.
About Pan Pacific Hotels & Resorts
Pan Pacific Hotels and Resorts is a leading brand in Asia and the Pacific Rim that continuously exceeds global
standards of quality. The Pan Pacific brand is synonymous with personalized care and encompasses a culture of
subtleness, delicate service and attention to detail.
Each year, Pan Pacific Hotels and Resorts is recognized with prestigious global accolades for its consistent
delivery of luxurious accommodation, high-quality amenities and service excellence. Offering a distinctive value
proposition in hotel management backed by 30 years of success in managing hotels, Pan Pacific Hotels and
Resorts has been recognized by Condé Nast Traveler magazine as amongst the top 25 hotel companies
demonstrating social responsibility.
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Milestone Customer Story
January 2010
Pan Pacific Hotels and Resorts takes pride in balancing the needs of all of its stakeholders: owners, guests,
associates and the local communities in which it operates. The group’s goal is to maintain this as it continues to
create further returns and enhance asset value of the hotels.
www.panpacific.com/en, www.milestonesys.com.
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