In this engaging interview, Alexander Chetchikov, President of the World Luxury Chamber of Commerce, sits down with Damian Tan, General Manager of PARKROYAL on Beach Road, to discuss the hotel’s approach to luxury hospitality in Singapore. With a deep passion for delivering authentic Singaporean experiences to his guests, Damian offers insights into the property’s standout features, innovative strategies, and his role in shaping its prestigious reputation. Join us for an inspiring look into the future of luxury travel and accommodation. 

Alexander Chetchikov: Can you share with us the unique features that make PARKROYAL on Beach Road stand out as a luxury destination in the hospitality industry? 

Damian Tan: PARKROYAL on Beach Road distinguishes itself as a luxury destination with the tagline ‘A Gateway to Vibrant Locales.’ While we prioritize delivering exceptional hospitality solutions and top-notch services to our guests, our unique selling proposition lies in the strategic location of our hotel in the culturally rich Kampong Gelam in Singapore. We pride ourselves on integrating cultural and local experiences into the fabric of our establishment. 

Our commitment to luxury goes beyond the conventional understanding; it extends to the richness of the culture surrounding us. Inspired by local aesthetics, our interiors embody the spirit of the locale, and our diverse range of food and beverage outlets incorporates elements of the vibrant local culture. In our view, luxury is a holistic concept that encompasses both guest experiences and services. We strive to redefine luxury by offering the very best in every facet, ensuring that our guests enjoy an unparalleled and immersive experience at PARKROYAL on Beach Road.  

AC: Given your international exposure and diverse cultural experiences, how does PARKROYAL on Beach Road cater to the preferences of a global audience seeking luxury accommodations? 

DT: With my extensive international exposure and diverse cultural experiences, at PARKROYAL on Beach Road, our approach is rooted in a genuine understanding of the diverse needs and expectations of guests from around the world. The hotel welcomes guests with various profiles, including corporate travelers, leisure seekers, and first-time tourists to Singapore. 

We prioritize adopting a consumer-centric mindset, acknowledging the unique dynamics within each demographic of guests. Whether it’s corporate travelers with specific business requirements, leisure travelers seeking relaxation, or tourists navigating a new city, we make it a priority to comprehend their distinct needs. This understanding informs our commitment to providing convenience through tailored offerings and services delivered by our dedicated team. At PARKROYAL on Beach Road, our goal is not only to meet but to exceed the expectations of our global audience by creating an environment where guests from diverse backgrounds feel not just accommodated but truly understood and valued. 

AC: In your view, how has the role of a General Manager evolved, especially in the context of the ever-changing landscape of the hospitality industry? 

DT: In my perspective, the role of a General Manager has undergone significant evolution, particularly in light of the constantly shifting landscape of the hospitality industry. Traditionally seen as overseeing day-to-day operations, today’s General Manager is a strategic leader navigating complexities brought about by technological advancements, changing consumer preferences, and global events. 

The modern General Manager is not only a guardian of operational excellence but also a visionary, adapting strategies to align with industry trends and challenges. Embracing innovation, fostering a dynamic work culture, and staying attuned to guest expectations have become integral aspects of the role. Moreover, the emphasis has shifted towards sustainability, digitalization, and creating memorable experiences to remain competitive in this ever-evolving industry. 

Successful General Managers today must blend strategic foresight, adaptability, and a customer-centric approach to thrive in the dynamic landscape of the modern hospitality industry. 

AC: As one of the TOP 100 Hotel General Managers globally, what strategies do you employ to ensure exceptional guest satisfaction and loyalty at PARKROYAL on Beach Road? 

DT: Central to our approach is a relentless commitment to personalized service and anticipating the evolving needs of our guests. 

We prioritize continuous staff training to enhance service delivery, valuing the importance of a dedicated and well-prepared team. Leveraging guest feedback is another key component, as it provides valuable insights that enable us to refine and elevate our offerings. By staying abreast of industry trends and innovations, we ensure that our services align with the expectations of a modern traveler. 

One crucial aspect of our loyalty strategy involves the implementation of the Pan Pacific DISCOVERY program, a renowned loyalty program by Pan Pacific Hotels Group. Through this program, guests staying at our property earn valuable reward points. As guests progress through different tiers of the loyalty program, these accumulated points can be redeemed for complimentary stays and various offerings not only at our property but also at our esteemed sister properties. This initiative not only cultivates a sense of exclusivity and appreciation for our guests but also establishes a lasting connection, encouraging them to choose and return to PARKROYAL on Beach Road for their hospitality needs. 

AC: How do you balance the integration of cutting-edge technology without compromising the personalized and gracious services that luxury travelers seek? 

DT: At PARKROYAL on Beach Road, striking the perfect balance between cutting-edge technology and the personalized, gracious services sought by luxury travelers is a strategic focus. We employ advanced Customer Relationship Management (CRM) systems that provide valuable insights into our guests’ preferences, enabling us to tailor our services with precision. 

While certain digitalized services, like contactless check-in, undoubtedly enhance guest convenience, we understand that the personal human touch is irreplaceable in luxury accommodations. Maintaining a focus on the training of our staff to deliver the warmest and most genuine hospitality is a priority at PARKROYAL on Beach Road. We believe that the true distinction between a standard hotel and a luxurious one lies in the heartfelt and authentic service provided by our dedicated team. 

We emphasize the importance of personal connections, genuine interactions, and anticipating the unique needs of each guest. It is this human element, rooted in sincerity and warmth, that elevates the guest experience at our hotel. 

AC: Could you elaborate on the importance of sustainability and corporate responsibility within the luxury hospitality sector, and how PARKROYAL on Beach Road addresses these aspects? 

DT: The significance of sustainability and corporate responsibility in the luxury hospitality sector is paramount, reflecting a growing awareness of environmental and social impacts. At PARKROYAL on Beach Road, we recognize our role as stewards of both the local and global community. 

We understand that discerning guests not only seek luxury in their accommodations but also value ethical and responsible practices. At PARKROYAL on Beach Road, we address this by implementing sustainable initiatives and responsible practices throughout our operations. From eco-friendly measures in our day-to-day activities to community engagement programs, we strive to minimize our environmental footprint and contribute positively to the communities we serve. 

In addition to our sustainability efforts, PARKROYAL on Beach Road maintains a strong focus on corporate social responsibility (CSR) activities each year. These initiatives include occasional art drives and strategic charity partnerships with organizations such as Extraordinary People and Community Chest. Through these collaborations, we aim to extend a helping hand to those in need, making a positive impact on the communities we are a part of. 

Cultural sustainability is another key aspect of our commitment. We take pride in promoting the rich cultural and heritage elements of the hotel’s surroundings, particularly within the Kampong Gelam heritage district. Our dedication to preserving and showcasing the cultural richness of this area is reflected in various initiatives and events. 

AC: In your opinion, what defines ‘luxury’ in the modern world of hospitality, and how does PARKROYAL on Beach Road embody this definition? 

DT: In my perspective, ‘luxury’ in the modern world of hospitality is defined by a seamless fusion of personalized experiences, impeccable service, and a commitment to meeting the evolving needs of discerning travelers. 

At PARKROYAL on Beach Road, our embodiment of this definition lies in our dedication to providing an all-encompassing luxury experience. We prioritize attention to detail, anticipating and exceeding guest expectations at every touchpoint. Our commitment to delivering exceptional service is evident in our staff’s unwavering dedication to ensuring that every guest feels not just accommodated but genuinely valued. 

AC: As the Chairman of the Institute of Technical Education Work-Learn Technical Diploma Committee, how do you contribute to shaping the next generation of leaders in the hospitality industry, and how does this impact the services at PARKROYAL on Beach Road? 

DT: In my capacity as the Chairman of the Institute of Technical Education Work-Learn Technical Diploma Committee, I play a pivotal role in collaboratively shaping the next generation of leaders within the hospitality industry. Working closely with the committee and esteemed teaching professionals at the Institute of Technical Education, our focus is on designing courses and workshops that specifically enhance leadership skills and incorporate a real-time syllabus reflecting the current needs of the dynamic hospitality sector. The aim is to ensure that students gain practical and relevant knowledge, transcending theoretical concepts. 

These meticulously crafted programs provide students with invaluable training, coaching, and mentoring opportunities, enabling them to unlock their potential and emerge as future leaders in the industry. The emphasis is on the application of acquired knowledge in their daily work life. 

The impact of these initiatives resonates significantly within the services at PARKROYAL on Beach Road. We actively seek to recruit graduates who have undergone well-rounded training, and we encourage our prospective staff to participate in these programs. By aligning our learning and development programs with the course syllabus, we aim to elevate service levels within our establishment. Nurturing and molding the next generation of leaders ensures that the services at PARKROYAL on Beach Road consistently maintain exceptional quality. 

These emerging leaders comprehend the paramount importance of customer satisfaction and possess the skills needed to continually strive to provide memorable guest experiences. Their infusion of fresh perspectives, innovative technologies, and modern approaches enhances our services, ensuring a superior overall guest experience. Engaging in this role not only reflects our commitment to excellence but also positively influences the reputation and branding of PARKROYAL on Beach Road, attracting like-minded associates who share our dedication to providing unparalleled service. 

In this engaging conversation, Damian Tan shared insights on PARKROYAL on Beach Road’s dedication to blending authentic Singaporean hospitality with world-class luxury. Ideally situated in the heart of the city, the hotel offers exceptional amenities and personalized experiences. Discover more and book your stay at https://www.panpacific.com/en/hotels-and-resorts/pr-beach-road.html.