Cover One World Hotel general manager Chris Niuh
One World Hotel general manager Chris Niuh
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We speak to One World Hotel general manager Chris Niuh about the ins and outs of the five-star establishment and what it offers to discerning travellers and guests
Nestled in the heart of bustling Petaling Jaya, One World Hotel offers a perfect blend of modern sophistication and timeless luxury. With its convenient location just steps away from 1 Utama Shopping Centre, one of Asia's largest malls, and easy access to Kuala Lumpur's vibrant city life, this five-star haven is a top choice for both business travellers and leisure seekers. Guests can indulge in world-class amenities, from its gourmet dining experiences and spacious, elegant rooms to its rejuvenating spa and wellness centre.
Read more: Discover One World Hotel’s modern makeover
Whether you're hosting a grand event in its state-of-the-art conference halls or unwinding by the pool, One World Hotel guarantees an unforgettable stay, where luxury meets convenience at every turn. Here, we speak to One World Hotel general manager Chris Niuh about the ins and outs of the five-star establishment and what it offers to discerning travellers and guests.
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What does the hotel industry look like today post-Covid-19? What were some of the challenges faced during the pandemic recovery period and how did One World Hotel overcome those?
The hotel industry today, post-Covid-19, is characterised by a mix of recovery and adaptation to new realities. The pandemic brought significant shifts in operations and the sector is still evolving as it navigates these changes. Equally, One World Hotel has had to adapt with an increased focus on health and safety which includes enhanced cleaning protocols and sanitation practices and contactless check-in/check-out processes. As well, hotels are investing more in technology, such as mobile apps for room service, digital keys and virtual concierge services.
Among the challenges faced during the recovery period are such as health and safety regulations–ensuring compliance with evolving health and safety regulations posed logistical and financial challenges all while maintaining a balance between stringent safety measures and guest comfort which was crucial and challenging.
There was also a significant drop in occupancy and overall revenue which put tremendous financial strain on hotels so managing overall operating costs while implementing new health protocols was extremely challenging. Most hotels had to re-evaluate their service offerings to meet new standards and demands, and we had to be agile enough to adapt to rapidly shifting guest expectations and preferences.
See also: 5 reasons why you should visit Le Spa & Wellness at One World Hotel
Not forgetting, staffing challenges. Many hotels faced staff shortages due to numerous mitigating factors and had to retrain and reskill employees and maintaining employee morale and ensuring adequate training were significant concerns.
That said, we overcame the challenges by implementing rigorous cleaning and sanitisation procedures, aligning with industry standards and guidelines, offering flexible booking policies to accommodate the uncertainty faced by travellers, and providing clear and up-to-date communication with guests and staff alike, about safety measures, health protocols and changes in service delivery which helped build confidence.
The post-Covid-19 hotel industry is marked by a heightened emphasis on health and safety, technological integration and a focus on sustainability. One World Hotel successfully navigated the recovery period by adopting these trends, addressing challenges proactively and maintaining a commitment to guest satisfaction and safety.
What is the day-to-day schedule like for One World Hotel to ensure operations run smoothly and travellers or guests have memorable and enjoyable stays?
The day-to-day schedule at One World Hotel involves meticulous coordination among all departments. Key activities include morning briefings to align staff and share related information, carrying out regular inspections to maintain standards, vetting guest check-ins and check-outs and providing top-notch housekeeping and food and beverage services.
Continuous staff training, prompt and efficient guest service and maintenance checks ensure a seamless experience, all while managing reservations and addressing any guest requests or issues promptly.
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Why do you think One World Hotel, a 17-year-old establishment, continue to stand out among the rest and how does the team collaborate and work together to stay on top of the competitive landscape?
Maintaining high standards of service and quality over the years has solidified the hotel's reputation. Consistent guest experiences and well-maintained facilities are some of the contributing factors.
One World Hotel also benefits from its prime location, consistently drawing guests despite its age. Its proximity to one of Malaysia’s largest shopping malls and public transportation like the Sungai Buloh–Kajang MRT line, the upcoming LRT 3 line, and the express bus service hub with services to Penang and Singapore further enhances its appeal.
We offer self-check-in and check-out kiosks in the lobby for a contactless and convenient guest experience and we’ve recently introduced mobile check-in and check-out, along with digital room keys, through our app, allowing guests to check in and manage their stay with ease and convenience. On top of that, we offer loyalty programs, including the One World Club Membership and provide exclusive deals through our mobile app for members.
Don’t miss: Cinnamon Coffee House at One World Hotel promises a satisfying meal in a cosy setting
Not forgetting, One World Hotel has been recognised as the Best International Convention Hotel in Klang Valley and Asia Pacific at the International Hotel Awards. We pride ourselves on offering exceptional service and facilities. We’re also honoured to have received the Haute Grandeur Global Award for Best Conference Venue Hotel and the World Travel Award for World's Leading Meeting & Conference Hotel. Our expansive, pillarless ballrooms, versatile function rooms and dedicated pre-function area with a private entrance ensure seamless guest flow. We provide a comprehensive range of event equipment and supplies and our experienced event service team will expertly manage every detail, from setup to breakdown.
As there’s a growing emphasis on sustainability practices. As such, some of our ongoing sustainability initiatives include partnering with 1 Utama shopping centre on their ‘W.I.S.E’ program, which converts food waste into 100 per cent organic fertiliser, recycling rainwater for flushing, installing auto-taps in restrooms and using LED lighting in function rooms.
One World Hotel provides a range of dining experiences to suit every palate. Enjoy a generous buffet and à la carte menu at Cinnamon Coffee House, available all day. Zuan Yuan Chinese Restaurant, offering a pork-free menu, features delightful dim sum and à la carte selections. For a more casual experience, The Sphere Lounge serves snacks and beverages accompanied by live piano music and performances by our daily band. With these diverse options, guests have everything they need for a satisfying dining experience right at the hotel.
In your opinion, what do you think people prioritise or look for when choosing a hotel for their stay?
When choosing a hotel for their stay, people generally consider a mix of practical, emotional and experiential factors. We have consolidated it to the “5 P’s”.
Place (Location): Proximity to attractions, business districts or transportation hubs is crucial. Guests often prefer hotels that are conveniently located for their specific needs, whether it’s sightseeing, business meetings or easy access to public transport.
Price (Rates): Value for money is a significant consideration. Travellers seek accommodations that fit within their budget while offering the amenities and quality they expect.
Personnel (Staff): Friendly, efficient and helpful staff certainly enhance the overall experience. Good customer service can make a significant difference in guest satisfaction.
Property (Cleanliness, comfort, and ratings/reviews): A clean and comfortable room is fundamental. Guests look for hotels that maintain high standards of cleanliness and offer comfortable beds and well-maintained facilities. Also, in this digital age, online reviews and ratings play a critical role in decision-making. Positive feedback and high ratings can build trust and confidence in the hotel’s quality.
Protection (Safety and security): Ensuring the safety and security of guests is a top priority. This includes secure access to rooms, safety protocols and a visible presence of security measures
What is in the pipeline for One World Hotel that travellers and guests can look forward to?
We are set to begin a progressive refurbishment exercise, starting mid-December with new carpets for our Grand Ballroom and other function rooms, followed by our guest rooms, corridors and also The Sphere Lounge on the ground floor. Additionally, we have recently opened a new wellness spa this past August.
For more information on One World Hotel’s exceptional offers, visit their website.
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