In an industry where service and being people-centric is key, Swiss Garden International Sdn Bhd chief operating oficer Ricky Ang is set to bring the hospitality service provider to the next level.
Ang, who joined the company last month, said as a hotelier with over 25 years of experience, it is vital to see things from fresh perspectives when it comes to providing service to customers.
“We always encourage our people to see things from the average man-on-the-street’s perspective, and how we can help shape our brand and services to cater to their needs,” he told MetroBiz.
To do this, he said he was looking at improving the talent in the company, which he added had the fundamentals and capability needed to operate various assets, from hotels to service apartments.
“We will have new programmes to groom the talent from the early stage to become senior managers of the company, while providing the right incentives to retain them,” he said.
The hotel division of the group currently has 1,000 employees and he sees many of them having the potential to move up the career ladder with the company’s management training programme.
The group, which currently operates nine hotels, resorts and serviced apartments in Malaysia and Australia will also be working on seven new projects across Malaysia, with the first three developments with gross development values (GDV) ranging from RM94mil to RM900mil, expected to be completed between the end of this year and the first quarter of next year.
“There is a lot of planning and details involved at the development stage. A hotel cannot be an afterthought,” he emphasised.
Planning includes understanding the clients the group intends to serve, which leads to the types of facilities and restaurants needed, to the number of lockers for the staff.
“All this involves a lot of market studies as well,” he said.
The projects, ranging from hotels to serviced apartments, are located in Kelantan, Malacca, Pahang, PerakKuala Lumpur and Johor Baru.