Global Impact Understanding Guests’ Needs

An Interview with Peter C. Borer, Director and Chief Operating Offi cer, The Hongkong and Shanghai Hotels, Limited

EDITORS’ NOTE Peter Borer joined outweighs the short-term financial communications teams to explore the new mar- The Peninsula Group in 1981 gain of laying people off, and even kets for our hotels, both in china and elsewhere. as Food and Beverage Manager during the most diffi cult times, guests What are your plans for expansion of , and who stay with us expect the same, if into new markets? since then, has held various ex- not a higher, level of attention and ser- we will open in paris in 2013 at what was ecutive and managerial positions vice that they expect as the value of formerly the hotel majestic on avenue Kleber, within the company in Hong Kong staying at a peninsula. just off the arc de triomphe on the prestigious and Bangkok, including General marked champs Élysées. will mark Manager of the fl agship Peninsula its homecoming to Shanghai with our arrival in europe. however, we continue Hong Kong, Regional General the opening of The Peninsula to look at other potential locations around the Manager of Asian properties, and Shanghai in October 2009. Would globe, focusing on prime locations in key inter- Group General Manager for Asia. you highlight this property and national gateway cities. He is a graduate of the Lausanne Peter C. Borer your outlook for Peninsula in How critical has technology been for Hotel School in Switzerland. China? Peninsula and how do you avoid losing the our parent company, the hongkong and human touch for which you are known? COMPANY BRIEF Incorporated in 1866 and shanghai hotels, limited has a long and cele- innovative technology has always differ- listed on the Hong Kong Stock Exchange, The brated history in shanghai, owning four of the entiated us from other hotel groups. we are Hongkong and Shanghai Hotels, Limited (HSH) city’s leading hotels between the 1920s and the only hotel group in the world with a ded- (www.hshgroup.com) is a holding company the 1950s. therefore, our return to the city icated electronic services department, com- whose subsidiaries and its jointly controlled en- in 2009 impacts the very core of our business prising 28 hard- and software engineers who tity are engaged in the ownership and man- and our corporate heritage. on a more per- are constantly conceptualizing, designing, and agement of prestigious hotel, commercial, sonal note, our controlling shareholder, the creating new uses for our own proprietary and residential properties in key destina- honorable sir michael Kadoorie, was raised technology, both in-room and throughout the tions in Asia and the U.S. The hotel portfo- in shanghai. hotel. the latest innovations are installed at lio of the group comprises The Peninsula Hong located on the world-famous bund, the , and we are working Kong, , The Peninsula peninsula shanghai is the fi rst new building to on a collection of touch-screen technologi- Chicago, The Peninsula Beverly Hills, The be constructed on the iconic promenade in over cal initiatives for a variety of in-room func- Peninsula Tokyo, , The 60 years. a blend of art deco infl uences, the 235 tions and collaterals, to be launched in 2011. Peninsula Beijing, The Peninsula Manila, and spacious guest rooms and suites in shanghai however, one overriding prerequisite for all The Peninsula Shanghai. The property portfolio feature contemporary in-room guest facilities our in-room technology is that it has to be of the group includes Complex, with stunning views over pudong, the bund, completely user-friendly. The and The , St. John’s and the gardens of the former british consulate. Which key priorities are you focused Building, The Landmark in Ho Chi Minh the collection of bars and restaurants, the on for the brand in order to retain your City, Vietnam, and the Thai Country Club in peninsula spa by espa, and state-of-the-art fi t- leadership position in the industry? Bangkok, Thailand. ness facilities and pool, offer guests and visitors we go to great lengths to make sure our alike a myriad of dining and relaxation options. guests feel as comfortable and as relaxed as How has the global economic down- china is fast becoming one of the world’s they would be at home, yet also feel like turn impacted the travel and tourism in- top travel destinations. as the only premier lux- they’re indulging. our service starts with an dustry, and what is your outlook for the ury hospitality company with hotels in all three intuitive understanding of a guest’s needs business in 2011? of the major cities of hong Kong, shanghai, and taking care of them effectively and thankfully, we are now seeing a satisfac- and beijing, the peninsula hotels is ideally efficiently. tory upswing in many of our markets and are positioned to present china at its best. that is our guests expect us to provide the ele- very positive for 2011. this has clearly been one also why we have introduced “a tale of three ments of an extraordinary hotel brand, the un- of the more challenging periods, but as the hotel cities” – a collection of exceptional itineraries surpassed traditional peninsula standard of and tourism industry is cyclical, the downturns showcasing hong Kong, shanghai, and beijing. service and luxury, state-of-the-art technology, follow the good times and vice versa. we are our exclusive “epic tale” features peninsula and stays that are both memorable and delight- always prepared for this so, fi nancially, we are suite accommodations and a host of benefi ts, ful. they also want to experience that “sense of in a very sound and favorable position and our while the more value-driven “classic tale” pro- arrival” as they come to every peninsula hotel gearing is still very low. gram offers a range of distinctive advantages for and to enjoy the destination in more intimate in addition, we did not lay anyone off be- the traveler to china. ways through our partnerships forged with the cause in order to provide the level of service we are also interested in opening else- local community.• our guests expect, we invest highly in the train- where in china. there is tremendous potential ing of our people. the long-term loyal com- and wealth in the country’s second- and third- with its fl eet of Rolls-Royces (left); The mitment of devoted, well-trained staff certainly tier cities, and we are engaging our sales and Peninsula Shanghai adjacent to the Park on the Bund (right) 60 Leaders posted with permission. copyright © 2011 leaders magazine, inc. volume 34, number 1