PETALING JAYA: Shangri-La Kuala Lumpur projects a positive outlook for the year, driven by robust recovery post-pandemic, according to its general manager Daniel Kaeflein .
“We anticipate continued growth in both domestic and international markets. We will continue to focus on adapting to changing consumer preferences, leveraging technology and maintaining flexibility in our operations to capitalise on emerging opportunities,” he told SunBiz exclusively.
He said its primary target in 2024 is to enhance guest satisfaction by providing exceptional hospitality experiences, while optimising operational efficiency.
“We aim to achieve this by focusing on service excellence, innovation and sustainable practices across all aspects of our operations. We want to be the best-loved company in the industry, fostering deep connections with our guests and exceeding their expectations at every touchpoint,” he added.
On challenges, Kaeflein said the past three years have proven the need for industry players to remain agile, innovative and competitive in all areas.
He noted that while it is not a new requirement, it has become more pronounced due to the increased change of pace.
He said industry players must persist in adjusting to an environment where there is a growing drive towards seeking unique experiences. He pointed out that the prevalence of social media and constantly connected society exposes all to global happenings, shaping perspectives in new ways.
“Creating or finding innovative experiences and bringing them timely to our guests are key. The other focus we always have is to remain a leader in providing state-of-the-art and reliable technology to guests who more than ever before need it nowadays to keep up with their lives and loved ones,” Kaeflein explained.
In addition, he said, social media and international travel have increased awareness for environment, social and governance.
As part of its efforts to operate sustainably, the Shangri-La group has begun to phase out plastic usage at meetings and events across its hotels. Furthermore, it aims to reduce the hotels’ usage of single-use plastics per occupied room by 50% by 2026, using the 2019 level as a baseline, through offering filtered water in glass bottles and mobile water dispensers.
Kaeflein pointed out that Shangri-La Asia Limited was the first hotel group to be recognised by the Dow Jones Sustainability Indices Asia Pacific Index.
“As awareness of environmental issues and personal well-being continues to rise, travellers are seeking destinations and accommodations that prioritise sustainability and offer opportunities for rejuvenation and mindfulness.
“Embracing this trend requires us to integrate sustainable practices into our operations and curate wellness-focused offerings that align with the preferences of today's conscious travellers,” he said.
Touching on market saturation, Kaeflein said the Malaysian market has exhibited dynamism, particularly in the hospitality sector, with a rebound in activity and the opening of new hotels following the pandemic.
“It shows the confidence of investors and hospitality players in the country. Malaysia with its strategic location, great connectivity, business friendly environment and fascinating cultural heritage paired with worldwide known iconic landmarks like the Twin Towers and world-class leisure destinations has all it takes for our industry to strive. Shangri-La Kuala Lumpur is exceptionally positioned to offer you a lot of these experiences at the utmost convenience,” he added.
Kaeflein said that the legacy of Shangri-La Kuala Lumpur is deeply rooted in the history and nostalgia surrounding the brand.
“We differentiate ourselves through our strong brand presence in Malaysia and our heartfelt Asian hospitality that has been part of the country’s leading hospitality scene since decades. Our property offers a unique sense of place, designs and vistas inspired by our location and a team that is among the finest in Kuala Lumpur.
“We are proud to say that we can provide a full range of luxury services and excel catering to virtually any type of occasion you or your company may want to celebrate and organise with us. Our expertise paired with our prime locality and presence is unique in the KL market,” he remarked.
On expansion, Kaeflein said the group has several plans in the pipeline, namely with Shangri-La Phnom Penh and JEN Kunming by Shangri-La (2024), Shangri-La Kunming (2025) as well as Shangri-La Melbourne, which is yet to be announced.
