"I hold no credence in the notion of a 'difficult customer.' More often than not, it entails attentive listening and a deeper comprehension of their desires and concerns.."

Since June 2020 Andreas has been with InterContinental Singapore, the flagship hotel of IHG Hotels & Resorts in Singapore. Having worked across Africa, Europe and APAC, his speciality ranges from luxury and lifestyle boutique resorts to luxury city hotels. In this interview Andreas shares how he is always looking for ways to improve the guest experience at InterContinental Singapore.

1. What do you do at the InterContinental Singapore?

I am the General Manager of InterContinental Singapore, and am responsible for driving the hotel’s strategic growth, overseeing operational excellence, and continuing to elevate the luxury positioning of this 403-room heritage hotel.

2.Tell us about your journey, how did it all start?

I have been a hotelier for more than 30 years and have hospitality experience in both city hotels and resorts. I joined IHG in 2016 at InterContinental Sanya Resort China, and most recently, at InterContinental Xiamen China. As General Manager, I am instrumental in driving revenue-generating programs by identifying unique opportunities within key markets, delivering innovative guest experiences, and shaping and executing strong dining concepts for both properties.

3. What made you decide to pursue a career in the hospitality industry?

I was raised in the picturesque enclave of Sun City, South Africa, the offspring of a father — a master baker, and a mother — a meticulous cost controller. The allure of vast-scale operations, frequent encounters with international showcases, and the presence of celebrities became integral to my formative experiences. In retrospect, the grandeur of it all left an indelible impression on my sensibilities, shaping my aspirations with resolute conviction.

4. What experience have you had in the hotel industry?

Prior to joining IHG, I managed a diverse portfolio of luxury properties across key markets, starting with my hospitality journey as Food & Beverage Manager at luxury hotels in Germany. I led the team as Resort Manager at Six Senses in Koh Samui, before becoming General Manager at properties including KC Resort & Over Water Villas in Koh Samui, Thailand; Hilton Shillim Estate Retreat & Spa in Pune, India, where I oversaw the hotel’s pre-opening; and Wanda Realm in Harbin, China.

5. What attractions would you recommend to hotel guests?

Our hotel’s location offers a unique and enriching experience for our guests. Nestled in the heart of the Bugis Bras Basah district, we are conveniently close to historic enclaves like Arab Street and Kampong Glam.

Our strategic positioning ensures that guests enjoy a truly immersive stay, steeped in the rich tapestry of our multicultural heritage. From the moment they step out of our hotel, they find themselves amidst the cultural vibrancy of Bugis and Bras Basah, where art, history, and local traditions seamlessly converge.

A leisurely stroll down the road takes them into the bustling activities of the Central Business District, providing a first hand glimpse into the daily lives of locals. The diverse experiences continue with a short train ride, leading them to Marina Bay – our city’s pride and joy. Here, they can marvel at the breathtaking skyline, a testament to Singapore’s architectural brilliance.

In essence, our guests are not just staying at a hotel; they are embarking on a journey through the soul of Singapore. The Bugis Bras Basah district serves as a gateway to the city’s cultural essence, promising a robust and multifaceted experience for every visitor.

6. What is the USP (Unique Selling Proposition) of the hotel? How has the hotel positioned itself in this competitive market?
The Unique Selling Proposition (USP) of InterContinental Singapore lies in its commitment to providing immersive and authentic experiences that go beyond typical hospitality offerings. The hotel has strategically positioned itself in the competitive market by recognising and responding to the evolving preferences of travellers. Here are some key points:

• Gateway to Authentic Experiences: InterContinental Singapore positions itself as a gateway to authentic experiences, encouraging guests to delve into the heart of local cultures. This reflects a broader trend in the travel industry where travellers seek meaningful and immersive experiences.

• Meaningful Travel Experiences: The hotel taps into the growing trend of meaningful travel experiences, involving community engagement and cultural immersion. By recognising the shift towards destinations that offer authentic local experiences, InterContinental Singapore caters to the preferences of modern travellers.

• Club InterContinental Experience: The signature Club InterContinental is a focal point of the hotel’s USP. Built upon three main pillars—guest experiences, cultural exploration, wellness, and dining—the Club InterContinental experience promises hyper-personalized, end-to-end services. This is targeted towards luxury travellers seeking an elevated and immersive hotel experience.

o Cultural-led Experiences: Acknowledging the importance of embracing local culture, the hotel integrates cultural-led experiences into its offerings. This includes activities such as donning traditional outfits, embarking on guided heritage trails, and participating in cultural activities like batik or tile painting. These experiences are designed to provide guests with a profound appreciation of Singapore’s vibrant heritage.

o Monthly Programme of Activities: The Club InterContinental Lounge’s monthly programme of activities further enhances the guest experience. This structured approach ensures that guests have a variety of options to engage in cultural activities and explore historical landmarks, adding depth and authenticity to their stay.

In summary, InterContinental Singapore distinguishes itself by not only recognising but actively incorporating the desire for authentic and immersive experiences into its core offerings. The Club InterContinental experience, with its focus on cultural, wellness, and dining pillars, serves as a testament to the hotel’s commitment to redefining the standards of opulence in hospitality.

7. Could you tell us about some new initiatives that the hotel has recently unveiled?

We are delighted to share some exciting new initiatives that InterContinental Singapore has recently unveiled, aimed at redefining luxury and elevating the guest experience.

• Signature Butler Service:
Commenced in June 2023, our debut Butler Service is among the first within the InterContinental Hotels & Resorts portfolio, marking a significant milestone in our commitment to delivering memorable stays.
Available for guests of our Heritage Suites, One-Bedroom Suites, Royal Suites, Ambassador Suites, and Presidential Suite. Guests can anticipate a hyper-personalised experience, from pre-arrival consultations to a personalised itinerary, airport meet and greet, limousine pick-up, in-room check-in with preferred room scents, and services such as pressing, packing, and unpacking.

The Butler Service extends to personalised amenities, curated menus by our culinary team, a sleep program, and more, creating an unparalleled Club InterContinental experience.

Additionally, we also offer Sunset Cruise with Butler Service, allowing guests to indulge in luxury while enjoying breathtaking views. These initiatives reflect InterContinental Singapore’s commitment to providing unique and elevated experiences for its guests.

• Enhanced Club InterContinental Experience:
Meticulously designed to cater to the discerning tastes of luxury travelers, the Club InterContinental experience is built upon three pillars: cultural, wellness, and dining.

o Cultural Immersion:
Guests can partake in cultural-led experiences, including donning Kebayas and embarking on guided heritage trails to discover Singapore’s rich culture. Monthly activities like Batik Painting are also part of the Club InterContinental Lounge’s offerings.

o Wellness Indulgence:
We have partnered with Interpulse Fitness to provide state-of-the-art Electronic Muscle Stimulation (EMS) training, using innovative German technology to stimulate muscles often missed in conventional training.

o Unparalleled Dining Experiences:
The Club InterContinental Lounge offers an exquisite array of dining options, blending international flavors with local ingredients to create a uniquely Singaporean gastronomic journey.
Guests can enjoy signature drinks like Singapura Spiced Toddy and participate in interactive masterclasses for local dishes and cocktail crafting conducted by our expert team.
These initiatives underscore our commitment to exceeding expectations, offering unparalleled luxury, and creating unforgettable memories for our valued guests who choose to experience the distinct offerings at InterContinental Singapore.

In line with being a dining destination, guests can also look forward to unique experiences at Tenuta by Park90, a wine lounge situated at The Lobby Lounge that offers a wide selection of high-end wines from the old and new worlds, Wanderlust Bar and more exciting chefs partnerships collaboration to come.

8. What are the sustainable practices that the hotel follows?

At InterContinental Singapore, we are committed to Singapore’s ‘30 by 30’ vision and have embarked on our efforts to reduce our Carbon Footprint as a business. Some of the things we have done includes installing energy-efficient lighting in guest rooms, common areas; demand controlled air-conditioning system; intelligent and integrated building management system along with sustainable purchasing –ensuring that the items we purchase fit the 3R (Re-use, Reduce & Recycle).

Since 2018, InterContinental Singapore’s commitment to sustainability has contributed to the reduction of electricity consumption by 65%, water consumption by 38%, 31% decrease in waste generation and 42% decrease in overall carbon generation.

Sustainability is driven as a part of Responsible Business here at InterContinental Singapore. As a hotel group, we have the IHG Green Engage™ system in place to track consumption data so that we can measure and manage our impact on the environment. With this data, our dedicated Green team will continually drive efforts to reduce energy, water and waste consumption.

9. In your opinion, what factors contribute to excellent customer service and showcasing true luxury?

Embrace simplicity as a sanctuary in an era marked by turbulence and a relentless pace. Interpretations of excellence and luxury vary among individuals.

Dedicate meticulous attention to acknowledging each guest, fostering an environment where they feel not just welcomed, but truly cherished. Being in the hospitality industry, our commitment extends beyond mere transactions; it is an authentic expression of care, ensuring a meticulously maintained space for unparalleled culinary experiences and exquisite repose.

10. How would you deal with a difficult customer?

I hold no credence in the notion of a ‘difficult customer.’ More often than not, it entails attentive listening and a deeper comprehension of their desires and concerns. Our unwavering commitment is to eradicate any semblance of difficulty, as we consistently strive to exceed expectations and ensure a seamless, luxurious experience for every patron.

11. Have you or your hotel received any industry accolades and awards?

InterContinental Singapore is honored to have received several prestigious industry accolades and awards in recognition of our commitment to excellence in hospitality. Some of the notable awards we have received in 2023 include:

• Tatler Dining Awards 2023:

o Man Fu Yuan
o LUCE by Davide Giacomelli

• Michelin-recommend Restaurant 2023:
o Man Fu Yuan

• Honeycombers Love Local Awards 2023:
o ‘Best Hotel High Tea in Singapore’ (Honeycombers Choice Winner)
o ‘Best Hotel Brunch in Singapore’ (Honeycombers Choice Winner)

• Luxury Lifestyle Award 2023:
o Best Luxury Hotel in Singapore

• DestinAsian Readers’ Choice Awards 2023:
o Best Hotel in Singapore

• Asianparents Awards 2023:
o Parents’ Choice for Family-Friendly Staycation

• Expat Living Readers’ Choice Awards 2023:
o Best Hotel for Business in Singapore, Bronze
o Best Casual Dining with a Group of Friends, Finalist
o Best Family Brunch, Finalist

These accolades reflect our ongoing dedication to providing exceptional
experiences for our guests across various aspects of hospitality, from dining excellence to family-friendly stays and business accommodations.