The secret to where we are today? It comes down to a strong team of professionals around the world. Some of our team members have been with Plaza Premium Group for more than a decade. Their passion and commitment constituted who we are and what value we should bring to travellers, reflecting our dedication to present goal of delivering world class premium airport hospitality service.
I joined the Plaza family back in 2005, more than 12 years ago! At that time, Plaza Premium Lounge handled only four lounges in Hong Kong and Kuala Lumpur. It was only a small operation, but today, I have more than 20 people in my team.
I feel that our success today is attributed to our teamwork, “Never-Give-Up” mentality, and most important of all – Mr. & Mrs. Song’s clear direction and continuous feedback. I would say that I am proudest of “Hong Kong-style Fish Ball Noodle” from Hong Kong, Hainanese Chicken Rice from Singapore, Masala “Chai” Tea from India, and even the delicious cocktail from the recently opened lounge in Rome!
The Plaza culture revolves around our core values which are Service Excellence, Teamwork and Innovation. Once every staff has instilled these values in themselves, everyone shows self-responsibility and appreciates their co-workers. A culture that fosters collaboration gives senior staff like myself a sense of pride and pushes me to grow along with the company.
A great experience for me is how I have been involved in launching lounges across Hong Kong and many countries throughout Asia. The company has given me a chance to rise above the challenges of new locations and environments, but with a mission to instill the Plaza culture in every local operation.
I am really proud to say that Plaza Premium Group played a major role in evolving the quality and standards of lounges in India. As part of pre-opening team in Bangalore, I was impressed by our commitment towards excelling the guest experience. I would say our success mantra is rooted from the company’s core values. The most amazing moments are when a regular guest shared about how he likes our lounge; being welcomed with warm smile, served with genuine care and attended to his needs, making him feel like home away from home. I feel really proud to be a part of Plaza Premium Group.
There are so many memorable stories to recall from the past 11 years with Plaza Premium Group! The one that I remember most, however, was when a lady came to our lounge distraught after leaving her valuable handbag in a washroom. We had searched for a long time before I ran to the Airport Authority services counter to check if anyone had found the lost handbag and passed it to them. Thankfully, this was the case, and I claimed the handbag for the passenger before returning it to her, resulting in tears of joy.
After their trip, the couple sent a Thank You letter to the airport praising our team, and during that same year, we were awarded the Excellence Service Award. Sometimes, doing a little more can result in a big difference.
I have been working with Plaza Premium Group since 2005, and every day is different as you get a chance to serve guests from different places with different expectations. The service we provide is therefore not limited to local preference, but more inclined to a global audience.
One key memory was a guest whose flight arrived late due to delays. She was late for a formal event in the city, so our in-house stylist and her personal stylist worked hand-in-hand to get the guest’s hair and make-up done in half an hour. A few days later, the same guest came back to Wellness before her departure just to express how happy she was with our service, reporting her event’s success. Her kind words were a great source of motivation for myself and the team!
As an F&B oriented person, it is always my pleasure to see The Bar’s guests enjoying our long-time-favourite tapas, signature freshly squeezed juices, and our selection of fine wines and beer.
I am proud of being awarded as Airport Ambassador Male Customer Service 2014 of MAHB’s T.O.U.C.H Campaign, which acknowledges our excellent service to elevate the customer airport experience. In 2013, I assisted an Indian elderly guest to the transfer desk and escorted him to the departure gate. He was so happy with my extended service and he sent me a postcard later. The most endearing part of it all is how he wrote, “Sorry I’m not familiar with technology so I could not praise you in the Internet”.
Even though we come from different backgrounds, I love our teamwork, as we always learn from each other and serve guests with love and care in a high standard that they can never imagine.
In December 2013, one of our guests, an elderly lady, accidentally fell down and I quickly brought her to a clinic nearby with a wheelchair. Unfortunately, she had to cancel her vacation to Melbourne and I assisted her to leave the airport. Few years later, I met her again at our lounge and she still remember me; she held my hand and thanked me.
My journey with Plaza Premium Group family has been fascinating and is a great learning experience for me. I am so grateful to the Management, for always motivating us to deliver the best, going beyond customers’ expectations.
I see it as my biggest achievement. I am proud to serve as a Lounge Manager and I take pleasure in my job to serve whole-heartedly. I wish and pray for PPG’s continued success and look forward to seeing our network keep expanding all around the world.
Plaza Bounce! Bounce! Bounce!
Throughout our growth, I have been happiest to see my team members develop and grow with the company, personally and professionally. It is great to see them excel in their new roles as we pull together with the same objective in mind. With the ever-increasing number of new air travel routes, multiple flight connections and longer layover times, most travellers will want to arrive better, fresher and recharged. There is so much movement within the region and Plaza Premium Group’s services will be the go-to for all travellers, especially those with long transit hours.
As one of the world's leading multinational airport management service companies, Plaza Premium Group brings more than 20 years of successful operational experience at major airports around the world, and I am proud to have been part of this journey since the company opened one of its first locations in Hong Kong. The company continues to grow with the travel industry, and I am excited to bring our service excellence to the region of China, which is said to be expecting to become the world’s largest aviation market by 2022.
One of my happiest moments was the 2018 Skytrax World’s Best Independent Lounge Award we received recently. It was a fantastic achievement and a great testimony to my superb colleagues.
The innovative nature and endless energy of Mr and Mrs Song, and the passion and contagious enthusiasm of the management team, make the company a vibrant, exciting place to work, offering a service that is second to none.
“From strong roots grow great branches”, strong foundations set by the founders allows the exponential growth that we continue to experience today. I am very happy to see how my colleagues excel and grow with the company.
It has given me great pleasure to grow with Plaza Premium Group over the past 10 years. We evolved from doing just Lounge services to Airport Dining, Meet & Greet, and Transit Hotel, now with many new stations and business units developed, and more in the pipeline. My happiest moment was when our Vancouver Domestic Departures lounge was awarded the Top 10 “World’s Best Independent Lounge” by Skytrax.
I am truly thankful to work with a dynamic team with a strong passion in customer service. It shines through day-to-day and I hear from guests how our personalized service has made such a difference globally – we treat our guests as our family, serve them with dedication and Love & Care.
Being the world’s leading airport hospitality solution provider, it means we stay constantly innovative, sensitive to travel evolution and completely consumer centric. These can be reflected in some of our upcoming projects around the world.Discover our progress in creating the future of airport hospitality