UNIQUE YET FAMILIAR
Petrina Anthony discovers the essence of Hilton from speaking to their newly appointed regional general manager Jamie Mead
hese are exciting times for the Hilton brand, and we see great potential from the market in Malaysia,” says Jamie Mead, the general manager of Hilton Kuala Lumpur who is also now regional general manager in the country. The appointment was made in relation to additional pipelines in the brand’s portfolio—making it the largest
What impression does Hilton KL want to have on their guests?
It is more important now than ever before that we focus on creating an experience that is truly extraordinary and attuned to our guests’ desires, needs and preferences because that will set us apart. We would like to portray ourselves as a unique entertainment facility that engages them to come back. Guests will be surprised to find a luxury hotel at KL Sentral.
What makes the hotel stand out?
Upon arrival, guests will receive personal recognition from our customer service team, to make them feel welcome. Plus we constantly strive to be forward-thinking and adapt to the evolving requests during their next stay. Hence we always seek new and innovative ways to enhance our offerings and create memories for them. The fundamental design of each of our hotel rooms is that it is oversized and in Southeast Asia, with six hotels currently operating, and four soon to be: Doubletree Resort Penang, Doubletree Malacca, Hilton Kota Kinabalu and Garden Inn Puchong. Mead’s career spans over 18 years in the hospitality industry, with 12 having been with Hilton Worldwide. We sit down with the amiable Aussie to find out about his insights on the renowned hotel and its many distinct services. spacious, to cater to their personal needs.
How do you feel about your new role as the regional general manager?
The role comes with its own set of challenges and it’s exciting, with the latest development projects in the country— which will also overtake the growth of number of hotels in Thailand. It is an amazing learning experience and I look forward to all new openings and continue to set the bar high.
How does Hilton utilise digital media to keep its standards?
Consumers are more global now and incredibly connected with the advancement of technology. Thus we make people feel emotionally engaged to the brand by reaching out and responding to all of our customer feedback. Which is why the hotel consolidates a full report from all websites and focus on reading reviews and comments every day.
Can you tell us more about the Hilton Hhonors programme?
Hhonors is our global loyalty programme consisting of blue, silver, gold, and diamond and the newly launched lifetime diamond tiers. It is a key part in Hilton’s brand for our loyal guests, accorded by their number of stays. Each tier level carries more rewards and benefits. All Hilton points can be used online or with other facilities at the hotels.
Any insider tip for a better hotel experience?
Guests should build a relationship with the concierge in the hotel as they can do so much more than just get you a cab. They can actually plan your itinerary, get show tickets and make reservations to sought-after restaurants and plays that are on high demand. Guests can also get local recommendations to favourite foods and places around town that they will not be able to find on the internet.