The Star Malaysia - Star2

Get­ting recog­ni­tion

Two Re­sorts World Gent­ing prop­er­ties have been awarded a Forbes Travel Guide Star Rating and a Rec­om­mended ci­ta­tion.

- By MING TEOH star2­travel@thes­tar.com.my Travel · Malaysia · Hotel · Kuala Lumpur · Meryl Streep · Michael Phelps · Genting Highlands · Genting Grand Hotel

IT Is al­ways an hon­our for busi­nesses in the tourism and hos­pi­tal­ity in­dus­try to win an award or star rating, and even more so when it is from the Forbes Travel Guide.

said to “ver­ify lux­ury”, it is cur­rently the world’s only in­de­pen­dent, global rating sys­tem for lux­ury ho­tels, restau­rants and spas.

Two of Re­sort World Gent­ing’s ho­tels re­ceived ac­co­lades in the 2018 Forbes Travel Guide star Rat­ings: Gent­ing Grand Ho­tel, which was awarded a Four star Rating, and Max­ims Ho­tel, which re­ceived a Rec­om­mended ci­ta­tion.

In an interview, Re­sorts World Gent­ing se­nior vice pres­i­dent of ho­tel op­er­a­tions Datuk Ed­ward Hol­loway said, “We are ex­tremely proud to be be­stowed this hon­our out of 12 of the best ho­tels in Malaysia.”

He added that the Four star award and Rec­om­mended ci­ta­tion took them by sur­prise as the en­tire in­spec­tion was done anony­mously. Forbes Travel Guide cre­ated the orig­i­nal Five-star rating sys­tem in 1958, when it was known as Mo­bil Travel Guide.

To craft its list of Five star, Four star, and Rec­om­mended ho­tels, Forbes Travel Guide re­views both the ser­vice and qual­ity of a par­tic­u­lar prop­erty, fol­low­ing stan­dards that fo­cus on gra­cious­ness, thought­ful­ness, and a sense of per­son­alised ser­vice. The Forbes Travel Guide’s team of anony­mous pro­fes­sional in­spec­tors travel the world to as­sess ho­tels, restau­rants, and spas based on 900 ob­jec­tive stan­dards.

“I be­lieve that this shows our team main­tains its high stan­dards for each guest that walks through our doors, and it also re­flects the hard work put in to get to this level,” Hol­loway noted.

Ac­cord­ing to Forbes Travel Guide chief ex­ec­u­tive of­fi­cer Ger­ard Jerry Inz­er­illo, all ho­tels in all mar­kets are re­viewed for the qual­ity of the fa­cil­ity be­fore they are ap­proved for fur­ther as­sess­ment. Once they make it onto an ap­proved list, the ho­tels are then sched­uled for an incog­nito in­spec­tion. It is this in­spec­tion which de­ter­mines the fi­nal star rating out­come.

“some of the qualities that we seek in prop­er­ties we wish to con­duct an incog­nito in­spec­tion for in­clude de­sign, el­e­ments of lux­ury ev­i­dent in the se­lec­tion of fur­ni­ture and fixtures, as well as, ser­vice­ware. Lo­ca­tion and avail­able ameni­ties such as room ser­vice and restau­rant cal­i­bre are also ob­served,” said Inz­er­illo.

Ho­tels that achieve a 70% com­pli­ance are awarded a Rec­om­mended ci­ta­tion, while those that achieve an 80% com­pli­ance are given a Four star award, and those that achieve a 90% com­pli­ance or higher are granted a Five star award. Al­though the ini­tial re­search is mainly fa­cil­ity driven, the incog­nito in­spec­tion to de­ter­mine the rating is weighed to­wards ser­vice at 75%, and fa­cil­ity at 25%.

This is the first year that the Forbes Travel Guide has sur­veyed Kuala Lumpur, and three Malaysian ho­tels have been added to its list of 1,609 fea­tured prop­er­ties in over 50 coun­tries.

Inz­er­illo said that Gent­ing Grand and Max­ims were both se­lected for their high qual­ity prod­uct and ex­pected strong ser­vice lev­els.

“Re­sorts World Gent­ing is a well­known lux­ury brand to Forbes Travel Guide con­sumers. While the com­plex has sev­eral types of ac­com­mo­da­tions for vis­i­tors to choose from, these two of­fer an ex­tra high cal­i­bre of exclusive guest ex­pe­ri­ence. They are also well-lo­cated, just out­side KL, with some of the finest en­ter­tain­ment and ameni­ties right at their doorstep,” he said.

Ac­cord­ing to Hol­loway, the Forbes Travel Guide rat­ings ver­ify not just the tan­gi­ble fa­cil­i­ties in the ho­tels, but also place a lot of em­pha­sis on the scor­ing of the guest ex­pe­ri­ence and qual­ity of ser­vice pro­vided.

“Our team places a high pri­or­ity on the ser­vice ethos, which is an in­tan­gi­ble part of the prop­erty. For ex­am­ple, at Gent­ing Grand, a guest could leave their room and come back to find that their mo­bile phone ca­ble has been tied up neatly. And, if our valet parks a guest’s car, the guest re­turns to find that bot­tles of water have been placed in the car along with mints and a mes­sage wish­ing them a safe jour­ney.”

Hol­loway be­lieves it is in small ges­tures like these that drive guests to make repreated vis­its for an ex­pe­ri­ence that they might not eas­ily find else­where.

so far, no ho­tel in Malaysia has been awarded a Five star Rating by Forbes Travel Guide. When asked about this, Inz­er­illo replied: “We con­sider the achieve­ment of our Forbes Travel Guide Five star award akin to a mul­ti­ple Academy Award win­ner like Meryl streep, or a mul­ti­ple Olympic Gold medal­list like Michael Phelps. To op­er­ate at such an in­cred­i­bly high level ev­ery day takes a tremen­dous com­mit­ment, and de­liv­er­ing that con­sis­tency is in­cred­i­bly hard, and con­sis­tency is key.

“The achieve­ment of a Rec­om­mended award is ex­cep­tion­ally hard, and to achieve a Four star sta­tus, which is likened to win­ning an Olympic Gold medal, takes an ex­tra level of com­mit­ment and ded­i­ca­tion from the staff and man­age­ment.”

How­ever, to de­liver at the Five star level is some­thing quite mag­i­cal, he added. “We look for that com­mit­ment from the prop­erty at all lev­els,” said Inz­er­illo, who is op­ti­mistic that a Malaysian prop­erty would get the cov­eted Five star Rating soon.

Mean­while, Hol­loway said that a tar­get has been set for Re­sorts World Gent­ing’s new flag­ship prop­erty, Crock­fords Ho­tel, that was opened at the be­gin­ning of the year.

“We’re very proud of the fives­tar ser­vice that it cur­rently pro­vides, and we’re work­ing to­wards per­fect­ing the ho­tel and adding fa­cil­i­ties in stages to make it ab­so­lutely world class,” he shared.

“And, with rooms and suites that are taste­fully de­signed to re­flect art and style, we are aim­ing to­wards Crock­fords Ho­tel achiev­ing the cov­eted Forbes Travel Guide Five star Rating,” Hol­loway con­cluded.

 ?? — Pho­tos: Re­sorts World Gent­ing ?? A luxurious liv­ing room at the Pent­house Suite of Max­ims Ho­tel.
— Pho­tos: Re­sorts World Gent­ing A luxurious liv­ing room at the Pent­house Suite of Max­ims Ho­tel.
 ??  ?? Gent­ing Grand Ho­tel was awarded a Four Star Rating by Forbes Travel Guide.
Gent­ing Grand Ho­tel was awarded a Four Star Rating by Forbes Travel Guide.
 ??  ?? Premier Room at Gent­ing Grand Ho­tel.
Premier Room at Gent­ing Grand Ho­tel.
 ??  ?? Forbes Travel Guide chief ex­ec­u­tive of­fi­cer Inz­er­illo.
Forbes Travel Guide chief ex­ec­u­tive of­fi­cer Inz­er­illo.
 ??  ?? Hol­loway is the se­nior vice pres­i­dent of Ho­tel Op­er­a­tions for Re­sorts World Gent­ing.
Hol­loway is the se­nior vice pres­i­dent of Ho­tel Op­er­a­tions for Re­sorts World Gent­ing.

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