Francis Lee, general manager of Shangri-La Fijian Resort, revitalized the property upon his arrival seven years ago. With nearly 40 years in hospitality, Lee prioritized guest happiness by implementing a free waterpark, which significantly increased visitor loyalty. His initiatives aim to support both the resort’s reputation and the local community, reflecting a balance between customer satisfaction and community engagement.
Seven years ago, Francis Lee assumed the role of general manager at the Shangri-La Fijian Resort and Spa, revitalizing the legacy of this prestigious establishment, which is the oldest tourism property in Fiji. Despite facing significant competition from other resorts, Mr. Lee remained committed to enhancing the hotel’s appeal and fulfilling the owners’ vision for its future. Drawing upon his nearly 40 years of experience in the hospitality industry and his extensive background with Shangri-La hotels worldwide, Mr. Lee found profound satisfaction in his decision to relocate to Fiji.
Prior to his current position, Mr. Lee managed the Hylandia by Shangri-La Hotel in Yunnan, China. His career has led him to various countries through his work with Club Med properties. Upon choosing Fiji over potential assignments in Maldives and Mauritius, Mr. Lee reflected on the happiness associated with the Fijian people, which further motivated his resolve. “I said, ‘Wow! I can be happy here too. I want to be happy.'”
Determined to enhance guest experiences, Mr. Lee initiated the installation of a waterpark at the resort, which cost approximately $150,000. The idea received unanimous support from the owners, leading to a unique offering that aims to attract both local and international visitors to the resort. Mr. Lee explained, “I told the owners not to charge people for the waterpark, for them to enjoy its worth and still feel that it is priceless.”
By eliminating admission fees to the waterpark, the resort has fostered a loyal clientele, as families return specifically for this amenity. Mr. Lee emphasized that this initiative was not solely focused on profit; it also aimed to create jobs for the local community. He expressed contentment in the mutual benefits provided for both guests and the community, stating, “I’m very happy to help the community, and the guests enjoy themselves; the locals are happy, so everyone involved is happy.”
Francis Lee’s leadership at the Shangri-La Fijian Resort and Spa marks a significant chapter in the heritage of one of Fiji’s most cherished tourism sites. His experience in hospitality, combined with a strategic vision to enhance the guest experience while supporting the local community, illustrates a model for successful management in competitive environments. With a firm belief in the value of community engagement and guest satisfaction, Mr. Lee has cultivated a sustainable ethos surrounding the resort.
In conclusion, Mr. Francis Lee’s tenure at the Shangri-La Fijian Resort and Spa exemplifies commitment to revitalizing the resort’s offerings while fostering community engagement. His decision to install a waterpark without charging guests has not only enhanced visitor experiences but has also established a sense of loyalty and appreciation among patrons and locals alike. Mr. Lee’s leadership underscores the importance of balancing business objectives with social responsibility, ensuring that all stakeholders benefit from the resort’s success.
Original Source: www.fijitimes.com.fj
