Exclusive Interview with General Manager of Hilton Kota Kinabalu Smital Shah Boultwood

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On October 15, 2023, Smital Shah-Boultwood was appointed as the general manager of Hilton Kota Kinabalu. Bringing with her a wealth of experience in hotel operations, Smital’s appointment marks a significant milestone in further strengthening the hotel’s foundation and ushering in a new era of excellence for the esteemed Hilton Group.

With over 21 years of dedicated service to Hilton, Smital’s career has spanned across 7 countries and 14 hotels, including notable roles at DoubleTree by Hilton Kuala Lumpur and Hilton Garden Inn Kuala Lumpur.

Let’s delve into Smital’s pivotal role, where she oversees all aspects of hotel operations, including marketing strategies, administrative functions, guest services, and ensuring unparalleled guest satisfaction.

On October 15, 2023, Smital Shah-Boultwood was appointed as the general manager of Hilton Kota Kinabalu. Bringing with her a wealth of experience in hotel operations, Smital’s appointment marks a significant milestone in further strengthening the hotel’s foundation and ushering in a new era of excellence for the esteemed Hilton Group.

With over 21 years of dedicated service to Hilton, Smital’s career has spanned across 7 countries and 14 hotels, including notable roles at DoubleTree by Hilton Kuala Lumpur and Hilton Garden Inn Kuala Lumpur.

Let’s delve into Smital’s pivotal role, where she oversees all aspects of hotel operations, including marketing strategies, administrative functions, guest services, and ensuring unparalleled guest satisfaction.

Can you briefly introduce yourself?

I am Smital, the General Manager at Hilton Kota Kinabalu. My background is quite diverse. I was born in Kenya with an Indian heritage, but I hold British nationality, creating an interesting mix.

Both my professional and spiritual sides bring me joy. I am happily married and have a young child who offers a unique perspective on life.
Hospitality has been my lifelong career, with over 20 years spent mostly with Hilton. I have had the privilege of living, working, and traveling across five continents, which has given me a deep appreciation for different cultures and ways of life, from developed to developing regions.

What brought you to Kota Kinabalu, Sabah and in what aspects of this dynamic city resonate with you the most?

Having previously worked in Malaysia, particularly in Kuala Lumpur, I found Malaysia to be a very welcoming country and easy to integrate into, both professionally and from a family perspective.

When I was offered this role here in Kota Kinabalu, I was thrilled to accept it. As I have explored Kota Kinabalu and Sabah, I have discovered that Kota Kinabalu has the charm of a small city, while Sabah offers wonderful discoveries in terms of both culture and nature. Sabah has a rich offering for both its residents and visitors alike.

I would like to take this opportunity to thank the Sabah Tourism Board for the incredible work they are doing. They have been actively promoting Sabah worldwide, and their efforts are key in ensuring the success of all the stakeholders based here in Sabah.

What unique features set Hilton Kota Kinabalu apart from competitors in the local or international market?

Hilton Kota Kinabalu stands out for several reasons. Firstly, as part of the Hilton brand, we benefit from unparalleled guest recognition worldwide.

Furthermore, Hilton has a strong reputation for innovation and culture. Alongside our commitment to delivering exceptional guest experiences, we boast one of the most esteemed guest loyalty programmes in the hospitality industry, the Hilton Honors program.

Additionally, Hilton was recently recognised by Fortune magazine and Great Place to Work as the world’s number one workplace. We are proud to embody this recognition through our team here in Kota Kinabalu.

Our workforce is diverse and inclusive, and we prioritise creating ample career growth opportunities for our team members. By leveraging the strengths of the Hilton brand and our dedicated team in Kota Kinabalu, we aim to be the top choice for both guests and team members alike.

What steps will you take to uphold Hilton Kota Kinabalu’s reputation as a preferred destination for both leisure and business travellers?

We prioritise the principle of ‘people serving people’, placing guests, team members, owners, and the local community at the forefront of our efforts. Our primary objective is to enhance guest satisfaction through exemplary service and memorable experiences. To achieve this, we continuously innovate and develop our offerings to provide new experiences tailored to our guests’ needs.

The strategic location and exceptional facilities of Hilton Kota Kinabalu make us an ideal choice for leisure, business, and event guests alike. With a ballroom accommodating up to 1,000 guests, we cater to event planners organising weddings and large corporate conventions.

Investing in our team is a key priority for maintaining high levels of guest satisfaction. We focus on training, benefits, fostering a positive culture, and providing opportunities for career development.

Furthermore, we are deeply committed to community involvement and actively seek out partnerships that allow us to make a positive impact. Through these collaborations, we extend our support to various initiatives dedicated to the well-being of children, youth, and the underprivileged in our local community.

Ultimately, these efforts contribute to a successful business model that delivers high value for our owners.

For more information or inquiries, please call +60 88-356 000 or visit Hilton Kota Kinabalu’s official website.

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