The Fu­ture of Apart­ments and Luxury Res­i­dences in Jakarta

Shangri-La’s Prop­erty Man­ager Kathryn Urquhart dis­cusses the strate­gies be­hind man­ag­ing luxury res­i­dences in the cap­i­tal city.


Hi Kathryn, thank you for tak­ing your time to do this in­ter­view with us. Why don’t we start with a brief in­tro­duc­tion of your­self? How did you end up man­ag­ing Shangri-La Ho­tels and Re­sorts?

Grow­ing up in a small coun­try town in Aus­tralia, a sense of ad­ven­ture along with help­ing peo­ple de­vel­oped from a young age and I planned a ca­reer in para­medic res­cue. Un­for­tu­nately, due to an in­jury as a teenager a change of plans was re­quired so I moved my pas­sion for help­ing peo­ple into a ca­reer in hos­pi­tal­ity. First work­ing in food and bev­er­age, then com­plet­ing a busi­ness de­gree and mov­ing into ho­tels. I worked in a range of Aus­tralian ho­tels be­fore find­ing Shangri-La. I was with Shangri-La Ho­tel the Ma­rina Cairns for five years be­fore be­ing of­fered the op­por­tu­nity to be­come Prop­erty Man­ager of Shangri-La Res­i­dences, Jakarta in 2015.

Can you de­scribe the ser­vice and fa­cil­i­ties that Shangri-La of­fers?

Shangri-La Res­i­dences Jakarta is a sanc­tu­ary in the city, of­fer­ing ex­ten­sive fa­cil­i­ties to com­ple­ment our 168 apart­ments. Fa­cil­i­ties in­clude a 32-me­tre swim­ming pool, a chil­dren’s pool, sauna, steam rooms and a fully equipped gym­na­sium. The prop­erty pro­vides in­side and out­side chil­dren’s play­grounds, a bar­be­cue area and a pri­vate restau­rant. A func­tion room is avail­able for pri­vate events and meet­ings. Shangri-La’s well-known se­cu­rity sys­tem is en­hanced fur­ther at the Res­i­dences with a bio­met­ric fin­ger­print ac­cess in the guest lifts which open di­rectly to pri­vate lift lobby. Twenty-four hours in-room din­ing, re­cep­tion ser­vices and house­keep­ing ser­vices are also avail­able. Shangri-La Res­i­dences Jakarta ten­ants also have the priv­i­lege to use fa­cil­i­ties and ser­vice avail­able at Shangri-La Ho­tel Jakarta. We are very for­tu­nate with the fa­cil­i­ties avail­able at Shangri-La and con­tin­u­ally look for ways to im­prove and beau­tify these fa­cil­i­ties fol­low­ing the progress of the times.

How do you find the progress of mar­ket for apart­ments and luxury res­i­dences in Jakarta in re­cent years? Do you face tough com­pe­ti­tion in this mar­ket?

The mar­ket has been chal­leng­ing, with an in­crease in sup­ply and at the same time a re­duced num­ber of ex­pat ar­rivals. In a city like Jakarta con­ve­nience is es­sen­tial, we face lo­ca­tion-based com­pe­ti­tion con­tin­u­ously es­pe­cially in re­la­tion to malls, schools and of­fices. We man­age the com­pe­ti­tion by of­fer­ing flex­i­bil­ity and adding value. By do­ing this we are able to ac­com­mo­date the re­quire­ments of our ten­ants and en­sure they get the great­est value.

Who are the main cus­tomers for apart­ments and luxury res­i­dences in Jakarta, based on Shangri-La’s res­i­dents?

With our apart­ment sizes rang­ing from two-bed­rooms to the four-bedroom pent­houses, we eas­ily ac­com­mo­date sin­gle oc­cu­pants through to large fam­i­lies. Pri­vacy and con­ve­nience are the main el­e­ments for the Res­i­dences as 95 per­cent of our ten­ants are ex­pa­tri­ates from all in­dus­tries in se­nior po­si­tions.

What kind of strate­gies do you use to at­tract these cus­tomers?

Ac­tions speak louder than words. What we prom­ise is de­liv­ered. Shangri-La is an icon for luxury, the fa­cil­i­ties and se­cu­rity pro­vide ex­clu­siv­ity. For the ser­vice, ten­ants can be as­sured our core val­ues of hu­mil­ity, sin­cer­ity, cour­tesy, re­spect and help­ful­ness will be ex­pe­ri­enced in ev­ery in­ter­ac­tion.

Why do your res­i­dents pre­fer liv­ing in Shangri-La? What makes luxury res­i­dences an ideal hous­ing op­tion?

Guests pre­fer to live at Shangri-La Res­i­dence Jakarta due to the con­ve­nience, pri­vacy, com­mu­nity and se­cu­rity, along with our fully fit­ted apart­ments in gen­er­ous size; these features are what make luxury apart­ments the ideal hous­ing op­tion. Con­ve­nience comes from hav­ing a roundthe- clock ser­vice avail­abil­ity. In ad­di­tion to the com­bi­na­tion of ac­cess to all the pri­vate fa­cil­i­ties of the Res­i­dences, Shangri-La Ho­tel, Jakarta com­ple­ment the restau­rant, spa and other ho­tel fa­cil­i­ties and ser­vice to all ten­ants. The Ho­tel’s ex­pan­sive grounds of­fer the op­por­tu­nity for in­hal­ing

Guests pre­fer to live at Shangri-La Res­i­dence Jakarta due to the con­ve­nience, pri­vacy, com­mu­nity and se­cu­rity, along with our fully fit­ted apart­ments in gen­er­ous size; these features are what make luxury apart­ments the ideal hous­ing op­tion.”

a dy­namic ur­ban oa­sis in the mid­dle of the cap­i­tal city. Ten­ants may en­joy ex­ten­sive ser­vice start­ing from drop off to place of in­ter­est, gro­cery as­sis­tance and many more.

What is the best thing about work­ing in the hos­pi­tal­ity in­dus­try? And what are the chal­lenges?

The best thing about the hos­pi­tal­ity in­dus­try is the peo­ple you meet. It can be the guests you are serv­ing or your col­leagues. I am very proud of the team we have at Shangri-La Res­i­dences Jakarta and the ef­forts they go to, to en­sure our guests’ ex­pec­ta­tions are ex­ceeded. In the Res­i­dences, all ten­ants are long-term and some are stay­ing up to six years. It is our com­mit­ment to ful­fill­ing their high ex­pec­ta­tions with con­sis­tent ser­vice and en­sur­ing to de­liver a more per­son­al­ized ser­vice to make them feel like fam­ily.

In your opinion, what will the fu­ture of apart­ments and luxury res­i­dences look like in Jakarta?

The growth of apart­ment and luxury res­i­dences sup­ply in Jakarta in re­cent years has been very im­pres­sive. In­ter­na­tional and lo­cal brands are strongly com­pet­ing to give prospec­tive guests even more choices for liv­ing.

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