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To Download a PDF of an Interview with Peter C The Passion to Serve An Interview with Peter C. Borer, Director and Chief Operating Offi cer, Peninsula Moments : Tai Long Wan, one of Hong Kong’s most secluded beaches, accessible by The Hongkong and Shanghai Hotels, Limited The Peninsula Hong Kong’s own helicopter EDITORS’ NOTE Peter Borer joined oldest hotel company with a long and building into a truly world-class hotel, which will The Peninsula Group in 1981 as distinguished history spanning over 150 be international by design but French by inspira- Food and Beverage Manager of The years; also, there is continuity of owner- tion, with all of the Peninsula signatures and state- Peninsula Manila. Since that time, he ship and it is a family-controlled business. of-the-art in-room technology. The hotel will have has held various executive and man- The Kadoorie family has been involved 200 rooms, a large lobby, a Chinese restaurant, a agerial positions within the company since the inception of The Peninsula number of banquet rooms, and a rooftop restau- in Hong Kong and Bangkok, includ- Hotels in the 1920s and takes a long-term rant with iconic views over Paris. ing General Manager of the fl agship view of their shareholding. In addition, What are your plans for expansion into The Peninsula Hong Kong, Regional we think it best to own the hotels we new markets and are there specifi c parts of General Manager of Asian proper- manage – or at least have a signifi cant the world on which you are most focused? ties, and Group General Manager stake in those hotels – so we do not op- We are continually seeking new develop- for Asia. He is a graduate of the erate with management contracts. ments and opportunities with an emphasis on Lausanne Hotel School (Switzerland). Peter C. Borer The prime location of each of our assuming an ownership interest in the properties. hotels is paramount, in the heart of key in- Any future property will have to fi t our stra- COMPANY BRIEF Tracing its history back to ternational gateway cities, like Shanghai’s Bund tegic expansion plan. We are focused on prime 1866, The Hongkong and Shanghai Hotels, (the fi rst new building in over 60 years), Chicago’s locations in key international gateway cities and Limited, (www. hshgroup.com) owns and operates Magnifi cent Mile, Tokyo’s Ginza, and Paris’ Arc De we are prepared to wait many years in some a portfolio of commercial and residential properties Triomphe. We also go the extra mile to create cases. and seven luxury hotels under the Peninsula brand memorable stays for our guests and provide The We also need to have the right partner in in Hong Kong, Shanghai, Tokyo, Beijing, New York, Peninsula “signatures,” like the distinctive lobbies, place. Then we need the right building, de- Chicago, Beverly Hills, Bangkok, and Manila. A fur- the Rolls-Royce fl eets, and our helipads and avia- signed to ensure iconic views of each destina- ther Peninsula hotel in Paris is due to open in 2013. tion lounges. The design of each hotel refl ects the tion from guest rooms and restaurants. We are local culture while providing spectacular views obsessed with quality and attention to detail, How has the travel and tourism indus- over the host city. so we apply incredibly demanding standards to try been impacted by the volatile global In addition, every company employee the design and building process. That is why we economy and what is your outlook for prides himself on offering our guests a unique commission some of the world’s top architects growth for Peninsula Hotels in 2013? culture of warmth and genuine service, where and designers coupled with works by leading Over the past few years, our hotel operations they feel as comfortable and relaxed as they artists and craftsmen, and use only top-of-the- have been affected by mixed market conditions in would at home. This involves an intuitive un- line fi ttings and unique in-room technology. the midst of continuing global economic uncer- derstanding of a guest’s needs, knowing her Our global marketing effort continues to tainties, and two major natural disasters in 2011. preferences, and taking care of her effectively focus on the markets that are currently most We are noticing that clients are looking for and effi ciently without fuss. We also have an important to us – the U.S., Asia, and Europe. In extra value – more bang for their buck. In ad- exceptionally loyal and long-serving staff. addition, we are increasing our efforts with re- dition, booking patterns are changing with lead We are continually honored with consumer gard to India. We still want to have a property in times reducing dramatically, often down to 24 and industry awards, which refl ect how our cus- London, but we also want a presence one day hours’ notice. tomers and industry colleagues perceive us and in India and Australia, and we would consider As for the outlook for 2013, we are cautiously our brand. several secondary cities in China. optimistic. That said, we are certainly not resting The Peninsula Paris is scheduled to What makes a successful general man- on our laurels. At the strategic level, we are redou- open in 2013. Would you provide an over- ager today and what are the most important bling our focus on quality and attention to detail view of this property and your vision for traits you look for in hiring your managers? in all we do, and being more creative in offering how it will be a leader in the market? Direction comes from the top and in any more value, like an extra spa treatment or airport The Peninsula Paris marks our arrival in hotel, this is the GM. So the selection of our GMs transfers to our discerning clients. Europe and will be our 10th hotel worldwide. It and senior managers is critical. We want our GMs We’re also continuing our global marketing is located on Avenue Kléber, one of the streets to personalize and fl avor their individual proper- focus on the markets currently most important to leading off the Arc de Triomphe, on the pres- ties and we want our guests to feel the personal us like the U.S., Central America, Asia, and Europe. tigious Champs-Élysées, just one block away touch created by the GM, who will be respon- The Peninsula Hotel has solid brand from the monument itself. sible for delivering the exacting standards of per- recognition, even though you have a rela- The building opened in 1908 as a hotel called sonalized service for which we are renowned. tively small number of properties. How Le Majestic and George Gershwin wrote An For that, he or she must be agile and a posi- have you been so successful at building a American in Paris there in the 1920’s. When you tive “people” person, as well as able to motivate, strong awareness and loyal clientele? walk inside this magnifi cent building, the sense engender and gain loyalty, mentor, and effortlessly The Hongkong and Shanghai Hotels – the par- of history is tangible. All of the exterior facades interact with guests and staff alike. Above all, he ent company of The Peninsula Hotels – differentiates will remain, but much of the interior will be new, must possess the passion to serve and attention itself from its competitors in many ways. It is Asia’s and our design team is working to transform the to detail for which The Peninsula is renowned.• VOLUME 36, NUMBER 1 POSTED WITH PERMISSION. COPYRIGHT © 2013 LEADERS MAGAZINE, INC. LEADERS 37.
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