Issue link: https://read.uberflip.com/i/613755
16 | www.travelweekly-asia.com Reto Klauser, Vice President/General Manager BEST HOTEL (SERVICE EXCELLENCE) Shangri-La Hotel, Singapore Your thoughts on winning the award? Winning the award for best Service Excellence is such an honour and on behalf of the team, I'd like to thank our supporters who have put in a vote for us. We strive to consistently create positive guest experiences and we are thrilled that our efforts are being rewarded. The one thing you want to do to improve your business in 2016? We are always looking to further enhance our guests' experience and are planning a series of enhancements to the Valley Wing lobby in Q1 2016. In addition to this, guests will be able to look forward to a refreshed experience and exciting new culinary concepts. In an age when people are fi ckle about loyalty, what are the keys to retaining guests and attracting new ones? Two things: Never rest, and always think of the guest. I believe that as long as we are passionate about what we do and sincerely want to create really great experiences for guests, we will succeed in retaining loyalty and attracting new guests through great stories that will be created. Photo: (L to R) Tang Wen Xian, Assistant Communications Manager, Cheryl Ng, Director of Communications and Christopher Kang, Director of Sales & Marketing, Shangri-La Hotel, Singapore. Travel Weekly Asia Readers Choice Awards 2015