Tag Archives: Kuala Lumpur

In Good Stead 受益无穷

Simon Angrove

Director of Operations, Pullman KLCC Hotel


Creating consistency in customer service is the key.  We can’t afford to have a bad day

There are forces that move the world, and likewise in KL city, Malaysia, there is Simon Angrove, director of operations who is moving and shaping things at the Pullman Kuala Lumpur City Centre Hotel and Residences. 

An Australian citizen who arrived six months ago with his family, Angrove has worked with leading hotel brands in Australia and Asia. “The Accor Group is a family. As we do for our guests, we treat our staff the same, like family. It’s all about making people feel welcome and valued. The company is growing by the day, particularly in this region – Malaysia, Indonesia and Singapore. With 119 properties in the world and 20,000 employees with the Pullman brand, we are really looking forward to give Pullman a great representation in Malaysia.” 

Overseeing the big renovation project with a lifespan of 18 to 24 months, Angrove is well ahead of schedule. “We are currently doing the guest rooms and club lounge, then moving on to public areas, lobby and restaurants and finally, speciality dining.”    

“The Pullman brand is young, funky, intense and edgy, very much about state-of-the-art connectivity and comfort, which serves our typical age demographic of 25 to 45, exceedingly well.”

One of the biggest challenges for Angrove is customer service.  “We want to get customer service right every single day. If I have done my best, put hand on heart and say that we’ve gone above and beyond, then I can sleep well at night. Creating consistency in customer service is the key. We can’t afford to have a bad day.”

“For me there are three simple strategies in running a hotel – teamwork, leadership and initiative. Everyone has an important role and no one should be better than the other.” 

打造连贯性的客户服务是非常关键的,我们尽量杜绝负面状况。

这世上总是有强大的力量试图改变和塑造事物,而在马来西亚吉隆坡 – 铂尔曼 (Pullman) 吉隆坡市中心酒店及公寓任职运营总监的 Simon Angrove 正是其中佼佼者。

这名在6个月前与家人抵达吉隆坡的澳大利亚人,也对于这家澳大利亚和亚洲领先酒店品牌的任命感到荣幸。“雅高集团 (Accor Group) 是一个大家庭。正如我们为客人所做的,还有对待员工的态度,皆以家人方式相对,这是让人们觉得受到重视和爱惜。公司的业务也日益增长,特别是在马来西亚,印尼和新加坡等区域。我们在全球拥有119家酒店,2万名员工与铂尔曼品牌共同并进,我们非常期待铂尔曼在马来西亚的活跃表现。”

而他所负责监督的长达18至24个月间的大型装修计划,目前提前完成。“我们正在进行整修客房和俱乐部休闲室,然后就是公共空间,大厅和餐厅,最后是特色餐饮处。”

“铂尔曼品牌集年轻、时尚,激情和前卫于一身,也具备最先进的连通性和舒适性,尤其是为25岁至45岁的典型青中年客户群提供了最佳服务。”

Simon Angrove 认为所面临的最大挑战之一就是客户服务。“我们希望每天都能获得客户满意回馈。如果我已经尽了全力,我将把手放在心上,说我们已经超越了,一夜安眠。打造连贯性的客户服务是非常关键的,我们尽量杜绝负面状况。”

“对我来说,运营酒店有3种简单的策略 – 团队协作,领导力和主动性。每个人都将发挥重要性,没有人会完全占优势。”


By Billie Ooi-Ng Lean Gaik

The Art of Human Psyche

One artist’s quest for artistic exploration and freedom

The human mind is an interesting subject, and it has captured the attention of Malaysian artist, Phillip Wong, who since 2009 has delved deep into the human psyche to explore its effect on the human condition. In his quest to find the answer to a question he likes – ‘why humans always got problem?’ – Wong has created a series of incredible artwork that capture his exploration of the human brain, emotions and the subconscience aptly titled The Human Mind.

One of Wong’s signature artistic styles is transparent glass painting – a style he developed using Perspex, glass, wood, canvas and transparent glass paint. ‘Transparent glass painting is see-through, and it allows you to see through the surface and look at what the work means,’ said Wong. He had started working on transparent glass paintings beginning with his Daun series 1993 which culminated in his first solo presentation in 2006. Now, with The Human Mind series, Wong has once again channelled his artistic impressions through transparent glass paint, this time on canvas.

Wong, born and raised in the idyllic town of Seremban, is among the most prolific contemporary artists in the country. A graduate of Malaysia Institute of Art (MIA), art has always been a big part of his life, a passion of his since he was a boy. ‘I dreamed of becoming an artist when I was just 6 years old and it was a dream born out of passion for art,’ said Wong in an interview with EZ. In the 15 years since graduating from MIA, Wong charged into the local art world with full-force before establishing ArtSeni Gallery in 2005.

For Wong, being an artist does not end with just creating art but he sees it as his mission to create awareness on art. This for him takes various forms, including building and gathering support for himself as well as his artists, exploring new avenues for exhibiting art works, and to promote Malaysian art internationally. In his efforts to serve the larger artistic community of Malaysia, he sat on the Board of Trustees for the National Visual Art Gallery of Malaysia for four years. Another notch in his artistic journey was nailed when Wong was awarded the much coveted Grand Prize at the 2007 Asia Art Award in Seoul, Korea. The following saw Wong being appointed as a committee member of the Asia Invitation Art Exhibition in Seoul, a position he has continued to hold.

Not just confined to fine art, Wong is also a dedicated and passionate practitioner of performing arts. He was bitten by the acting bug in 1996 when he made his stage debut in the drama About Them. From acting, Wong has gone on to produce his own shows. One of them which he is especially proud of is Twelve plus One.  The show combined his two passions – fine arts and performing arts – to create a spectacular experience for the viewers with its unique concept. In 2012, Wong starred in Passion & Drama, which he said would be his last appearance on stage for the time being. However, his support for the local performing arts scene would never wane. ‘I am now more focused on supporting them behind the scenes and supporting them unconditionally,’ said Wong.

2012 also saw Wong pulling the plug on ArtSeni Gallery, which at that time was located in Lot 10, Bukit Bintang. The decision to move away from managing a physical gallery came from his desire to focus on his paintings and to promote the local artists. This move also gave him the freedom to curate exhibitions outside of Kuala Lumpur with TIGA: The Intellectual in Generation of Aesthetics and The Journey Continues. Both the exhibitions were held in Penang in the second half of 2013. Wong was successful in introducing Kuala Lumpur-based artists to the public in Penang. With The Human Mind continuing Wong’s trajectory of artistic freedom and expression, 2014 looks like it is going to be yet another good year for this artist.