Cover Shangri-La The Fort, Manila exterior (Photo: courtesy of Shangri-La The Fort, Manila)
Shangri-La The Fort, Manila exterior (Photo: courtesy of Shangri-La The Fort, Manila)
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Hospitality today is much more than just lavish amenities. We sit down with Amit Oberoi, general manager of Shangri-La The Fort, to uncover the secrets to exceptional service and unparalleled guest experiences
It is not merely about plush suites or five-star amenities. The finest hotels are defined by something more exacting and elusive: a quality that cannot be measured in thread count or marble-clad grandeur. It is the sense of belonging, of effortless ease, that lingers long after checkout. The country’s top establishments are proof of that pursuit of excellence.
From the heart of bustling city centres to the calm of hidden retreats, these are places that accommodate travellers and transform them. At the forefront of this evolution is Amit Oberoi, general manager of Shangri-La The Fort, Manila. For him, hotels are more than businesses—they are dynamic, ever-evolving entities, shaped by the needs and desires of those they serve.
In the following pages, we delve into the philosophy, challenges and insights of this trailblaser as he redefines the art of hospitality.
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Above Shangri-La The Fort, Manila lobby (Photo: courtesy of Shangri-La The Fort, Manila)
Shangri-La The Fort, Manila lobby (Photo: courtesy of Shangri-La The Fort, Manila)
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What are the makings of a great hotel?
The heart of a great hotel lies in its people. At Shangri-La, it’s our team’s genuine warmth and dedication that create memorable guest experiences. While luxury is expected, what truly stays with our guests is how they’re made to feel—welcome, cared for and truly valued. It is the authentic connection our team builds with guests. Our commitment is not just to deliver impeccable service but to anticipate needs, offer thoughtful gestures and ensure every interaction, no matter how small, is meaningful.
What makes the best or top experience at a hotel in your opinion from the perspective of a guest?
From a guest’s perspective, the best experiences are seamless and thoughtful, where efficiency meets heartfelt hospitality. We ensure every detail is handled with precision and care. Thoughtfulness is a cornerstone of our service. Guests leave with a sense that their needs were anticipated and their presence truly appreciated.
What do you think of the state of the hotel industry and tourism in the Philippines today in relation to your property?
The industry and tourism in the country have shown incredible resilience post-pandemic. Our hotel has become the destination of choice for both local and international travellers, largely due to our prime location in BGC, which is a vibrant neighbourhood where the city truly comes alive. We’ve also seen strong support from the local community, who look to us not just for accommodations but also for dining, events and memorable experiences. The industry is on a growth trajectory, and Shangri-La is proud to be a key player in driving tourism forward.
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How has F&B become more essential and integral to hotels and resorts as of late?
Food & Beverage has become a key part of the hotel experience, often influencing where guests choose to stay. The hotel is proud to offer a diverse culinary landscape that combines hotel-operated concepts and partner restaurants. This gives guests variety, catering to different palates and preferences. More than that, we pay close attention to inclusivity—whether it’s offering vegetarian and vegan options or accommodating dietary and cultural needs. Our goal is to make dining not just a meal but a destination-worthy experience; it’s about connection and creating moments around the table.
What services do guests look for today, and what trends shape the future?
Guests today seek personalised services that align with their lifestyle. Business travellers value seamless technology, flexible workspaces and family-friendly amenities, while families prioritise kid-friendly activities and local experiences. Wellness-focused guests look for fitness programmes, spa treatments and healthy dining, and extended-stay visitors appreciate home-like comforts with hotel luxuries.
Hospitality trends emphasise personalisation, wellness, local immersion and flexibility. Guests now blend work and leisure, often travelling with family for meaningful experiences. Looking ahead, the focus will shift further toward sustainable practices, personalized tech and multi-purpose spaces that balance work, play and wellness.
What do you think is the secret sauce to excellent service and hospitality?
The secret lies in our people. We invest in empowering our team through training and development, nurturing not just technical skills but also empathy, intuition and a genuine passion for excellence. It’s about creating a culture where every team member feels valued and motivated to go above and beyond. This sense of empowerment leads to a ripple effect of warmth and genuine care, where our guests experience personalised, heartfelt Shangri-La service at every touchpoint.
Above The pool in Shangri-La The Fort, Manila (Photo: courtesy of Shangri-La The Fort, Manila)
The pool in Shangri-La The Fort, Manila (Photo: courtesy of Shangri-La The Fort, Manila)
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What is a key lesson you’ve learned in your career in hospitality?
Hospitality is a people business at its core. While products, facilities, and innovations are vital, it’s the people, our guests and colleagues, who make the industry meaningful—fostering genuine connections, cultivating teamwork, and always putting people first.
How do you make a hotel feel more homey?
A homey hotel is one where you feel at ease the moment you step in. Shangri-La strives to be the best-loved hospitality group by creating an environment where guests feel truly at home and always choose us for their stay. We create that feeling through thoughtful design, warm service and a strong sense of community. Whether it’s a personal welcome, spaces that encourage relaxation or a team that remembers your preferences, we focus on making every guest feel like they’re part of something familiar and comforting. It’s about creating moments where you think, “This feels just right.”
How do you think city hotels and destination hotels approach designing their guest experiences differently?
City hotels and destination hotels each create unique guest experiences based on their surroundings and the essence of their location. Our approach is focused not just on the luxury within the hotel but on the vibrant energy of the city itself. In BGC, we immerse guests in the local culture through curated events, art installations and community activities, while highlighting the best the neighborhood has to offer.
City hotels also prioritise creating spaces for socialising and congregating, recognising the importance of fostering connections. These spaces serve as dynamic hubs where guests can work, relax and connect, mirroring the energy of the city itself.
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Angela Nicole Regis Guiral is a digital editor at Tatler Philippines. She studied journalism and has since written features that look closely at how culture, lifestyle and social impact converge, while occasionally wandering into the worlds of style and travel.
