Shangri-La upbeat in 2010 & beyond

MANILA, Philippines - Sometimes, the mere mention of a name is a foregone conclusion. Make that a positive conclusion.

That is the case with the country’s Shangri-La hotels and resorts. As a brand name, it has become a benchmark of luxury and hospitality. However, as what Reto Klauser, area manager and general manager of Makati Shangri-La, will tell everyone, they are not about to rest on their laurels in the new decade.

“I think we are blessed and fortunate in many ways. We have enjoyed almost 20 years of tremendous support from the people of this country. They have chosen to holiday with us, get married with us, celebrate with us, dine with us, stay with us. It is amazing to think that we have already crossed generations,” Klauser says.

He shares that Shangri-La the brand is able to maintain its number one standing in the country because of its commitment to serve, deliver, and innovate. He points out that with their wide range of activities and strategies for 2010, they have become more focused than ever in strengthening their status.

“On the marketing side, we are putting a lot of effort in nurturing our youngest kid, Shangri-La’s Boracay Resort & Spa. Personally, I believe it ranks among the best resorts in the entire region,” he declares. “We are happy that it’s getting great reviews from the local market.”

Shangri-La’s Mactan Resort & Spa in Cebu is also a source of pride for the hotel chain. In his own words, it “continuously gets wonderful reviews from different market segments.” Ditto for Edsa Shangri-La Manila in Ortigas, which is “hugely popular for its food and beverage facilities.”

“I look at 2010 as our development year. The level of innovation, creativity, appeal, and strength of our new concepts will be essential to maintaining our leadership,” he says. By “new concepts,” Klauser is referring to a loyalty program as well as more exciting F&B offerings.

For the area manager, the Shangri-La experience has always been the factor that wins over new guests and keeps the loyal ones. “We like to think of the experience as the best of Asian hospitality provided by truly caring people. Our guests find us strongly rooted to the Asian culture — so the likelihood of guests feeling at home and cared for is quite high. It is what defines us most.”

One prime example is their Makati property. Makati Shangri-La has certainly lived up to that billing. The constant stream of guests is another story but its offering as a complete hotel has satisfied the most discriminating traveler and diner. It has 699 rooms and suites and is located at the center of the country’s business, shopping, and entertainment district.

Indulgence is redefined with the casual eat-all-you-can buffet at the popular Circles Event Café. The dining spots have become bywords among foodies around the country: seafood and steak at Red, Japanese delights at Inagiku, and Cantonese cuisine at Shang Palace. Choices do not stop at Makati Shang’s lounges and bars Conway’s, Lobby Lounge, Pool Bar, and Sinfully Circles.

In addition, they are also embarking on a program called “Green Housekeeping.” New methods and materials will reduce the use of chemicals in providing cleanliness. All Shangri-La hotels will also implement low-temperature washing. The process will ultimately help save up on electricity without sacrificing sanitation.

Klauser says it is not just the enthusiasm and loyalty that makes them proud — it is the respect attached to them.

“It creates a very strong obligation on our part. People expect things to be at their best when they come here. I think our teams are committed to deliver the best,” he continues. “We use very refined, sophisticated measures to make things perfect for our guests. It is achieving that end more consistently that has put us in this position.”

Competition and changes in the hotel industry are inevitable. In Klauser’s book, it is the guiding principle “Be big with little things” that keeps them head and shoulders above the rest.

“That is a tried-and-tested principle that always works for us. We take steps in making everything perfect and special for our guests. That creates the difference,” he concludes.