DoubleTree by Hilton Putrajaya Lakeside recently unveiled the completion of its renovation, revealing ‘The Malaysian Experience.’ With four main wings representing Malay, Chinese, Indian, and Borneo elements, the hotel aims to enrich our guests’ stay and achieve its goal by integrating distinctive features aligned with five key focus areas: Culture, Food, Family, MICE, and Wellness.
In a conversation with Jamie Mead, the Senior Director of Operations – South East Asia at Hilton, he provides insights into the strategic initiatives that underpin Hilton’s achievements in navigating the ever-evolving hospitality industry in the Southeast Asia region.
Share with us a little about the refurbishment of DoubleTree by Hilton Putrajaya Lakeside and about ‘The Malaysian Experience’.
Our refurbishment is a holistic approach to redefining the guest experience. With architectural elegance, versatile facilities, and culturally immersive offerings, we aim to provide an unforgettable stay capturing Malaysia’s diverse heritage.
Our meeting facilities have been thoughtfully redesigned to accommodate a diverse range of event needs, ensuring productive meetings and memorable celebrations. Complementing this are our three meticulously designed pools: the exciting Splash Pool, the tranquil Lakeside Pool, and the picturesque Rooftop Pool, catering to various preferences.
However, what truly distinguishes our resort is ‘The Malaysian Experience,’ centred around five pillars: Culture, Food, Family, MICE (Meetings, Incentives, Conferences, and Exhibitions), and Wellness. This immersive journey celebrates Malaysia’s rich culture and offerings, offering guests a taste of the vibrant Malaysian way of life.
We now offer 14 thoughtfully designed new room categories with large groups in mind. Families can bond in our newly created Games Room, equipped with board games, foosball, and table tennis. The Splash Pool, segmented by age groups, ensures fun for all, while traditional Malaysian games like Hopscotch, Congkak, and Ketinting offer additional entertainment.
Tell us a bit more about the DoubleTree Studio Residency program. How do you see it as a way to help emerging artists in Malaysia?
The DoubleTree Studio Residency program reflects our commitment to supporting emerging artists in Malaysia. This collaboration with Segaris Art Center, provides a platform for local talent to showcase their creativity and engage with a broader audience. While this program might be new for DoubleTree by Hilton Putrajaya Lakeside, the inspiration came from our desire to integrate the local arts and culture scene into the fabric of our resort, enriching the experience for our guests through engaging weekend workshops with the artist.
Why is this initiative important to you?
This initiative is personally important to me because it not only promotes local talent but also adds a unique dimension to our guest experience, making it more vibrant and culturally enriching.
For a big hospitality company, how do you ensure there is a personal touch to the service?
We achieve this through the DoubleTree by Hilton’s CARE Service culture. From thoughtful touches and friendly service to our warm chocolate chip cookie welcome, we add that personal touch right from the start.
Additionally, we strive to provide a more seamless stay for guests with confirmed connecting rooms and family-friendly facilities like swimming pools, and spa facilities for guests to stay active and relax during their stay.
In your opinion, how would you define good service at a hotel?
Good service at a hotel, in my view, is about surpassing guest expectations by offering seamless experiences from check-in to check-out. It involves actively listening to guest feedback and ensuring their comfort and satisfaction at every turn. Hospitality is at the heart of every Team Member at DoubleTree by Hilton Putrajaya Resort and we are committed to filling the earth with the light and warmth of hospitality.
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What makes Malaysia a unique market for the Hilton brand?
Malaysia is a unique market for the Hilton brand due to its rich cultural diversity, stunning natural beauty, and rapidly growing economy. Malaysia offers a plethora of experiences for travellers, from its vibrant cities to its pristine beaches and lush rainforests. Hilton’s presence in Malaysia allows us to blend our global standards with local flavours, creating a distinctive fusion that resonates with both international and domestic guests.
In your opinion, what are the prospects of the hotel industry in Malaysia?
Hilton’s primary focus is to increase the presence of our brands in Malaysia and Southeast Asia to cater to a wide range of travelers. With seven hotels in development in Malaysia, we are expected to bring 2,300 new rooms in the near future and the expansion includes the introduction of our high-end brands such as Waldorf Astoria and Conrad, as well as our lifestyle-oriented Curio Collection by Hilton.
We’ll also be extending our full-service brands, Hilton and DoubleTree by Hilton in key cities across Malaysia. With this, we are committed to providing our local and international guests the flexibility to choose a hotel of their choice that matches their purpose, requirements and preferences.